| 05/24/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
Older American |
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Below is a copy of a letter that has all of the details of my situation : XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, TX XXXX RE : Complaint - Freedom Mortgage, XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX, NJ XXXX And Confusion on 1st Quarter Property Tax Payment To Whom It May Concern : I have an FHA loan/mortgage with Freedom Mortgage XXXX ( Loan # : XXXX ). As long as I have had this loan, I have made my payments on time through autopay. This was until Covid hit, then, I had to put my loan into forbearance.
After my forbearance expired Freedom Mortgage sent me loan modification paperwork with a lower payment and, because of the time I received the modification I also received a lower interest rate. All of these things were expected and after a few phone calls with Freedom Mortgage I finally convinced them that they could come down on the payment and the interest rate with all the new moratoriums put in place by President Biden for homeowners coming out of forbearance. Freedom Mortgage continually fought me about better ways to remodify my loan but, I finally attained a better modification on my mortgage. I wanted to bring this to your attention only to preface my current problem with Freedom Mortgage not listening to me or attempting to work with me when I ask them for something they need to correct.
For this year, XXXX, I decided to pay my own homeowners insurance and my own property taxes. I wanted to avoid having an escrow account due to the fact that since my mortgage has been with Freedom Mortgage the monthly payment went up several times throughout the years. When I would call Freedom Mortgage to ask why they ( automatically ) raised my monthly payment they would inform me that my escrow account was short so they increased my monthly payment to cover my escrow account. That made sense ; however, why didnt I receive something in advance of Freedom Mortgage just increasing my rate telling me that I needed to add money to my escrow account so I had the choice of whether or not I wanted to fulfill the escrow account shortage by increasing my monthly payment amount or sending extra money to Freedom Mortgage to put into my escrow account? I found this practice to be egregious and incredibly frustrating.
This is one of the problems I have had with Freedom Mortgage but, it is not what I am writing about specifically today. As I mentioned earlier in this letter, I have an FHA loan with Freedom Mortgage. I explained, as well, about not wanting to have an escrow account. I want to make it clear I do understand that there are instances when the escrow account will need to be replenished due to certain circumstances. My plan for that was, I was going to send Freedom Mortgage extra money, earmarked, for the escrow account throughout the year. I had a plan and a plan that I believed would work until I learned about the criteria for the FHA loan having to have an escrow account.
My current problem is that Freedom Mortgage owes me {$2000.00}, and will not pay me. They owe me this amount because before Freedom Mortgage told me I had to have an escrow account I had already paid the 1st half of my property taxes which were, {$2000.00}. I paid them online to the XXXX XXXX in XXXX XXXX ( XXXX XXXX, Colorado ). After I learned that FHA wouldnt allow me to pay my own property taxes and homeowners insurance I went to XXXX XXXX XXXX XXXX and spoke with them about getting a refund for my property tax payment I had made for the 1st half of the year. The clerk I spoke with was confused as I told her what I needed because all the clerk saw in her information was that only one payment had been made toward my 1st quarter property taxes and it was the payment, I had made on XX/XX/XXXX. I asked the clerk whether or not Freedom Mortgage had made a payment for the 1st quarter taxes and she said no. This shocked me because I would have thought Freedom Mortgage would have already paid the 1st quarter property taxes being that I was told I couldnt pay them and the taxes were due on XX/XX/XXXX. I believed that Freedom Mortgage should have/would have had my 1st quarter property taxes paid because my loan modification paperwork reflected in the escrow account that the loan included the full amount due for both property taxes and my homeowners insurance premium.
Once I learned that Freedom Mortgage had not made a property tax payment, I called Freedom Mortgage the same day and began my inquiry as to what was going on with my account. I found out that Freedom Mortgage had paid the 1st quarter property taxes in early XXXX, XXXX. I then found out from Freedom Mortgage that because the XXXX XXXX XXXX XXXX had received two payments for the 1st quarter property taxes they had sent a refund check in the amount of {$2000.00}, back to Freedom Mortgage instead of refunding me. I can not even speak to why the XXXX XXXX XXXX XXXX decided to refund the money in the manner that they did because it was easier for me to not even ask the clerk at the XXXX XXXX. I had a fairly good inkling all I would hear from the clerk was ; thats our policy. I certainly can not change county government policy so I didnt even pursue that idea.
What I did do is ask Freedom Mortgage to please refund me my {$2000.00}, since they really HAD NOT paid my property taxes and that I had in fact paid the amount for the 1st quarter. I reminded Freedom Mortgage that they told me I COULD NOT pay my own property taxes or homeowners insurance due to the FHA loan requiring an escrow account. The agent at Freedom Mortgage agreed with all that I was saying. The agent was the one who informed me about how things had fallen into place and how my money was now at the XXXX XXXX and not Freedom Mortgages, as they had been refunded {$2000.00}.
The agent I spoke with, at Freedom Mortgage on XX/XX/XXXX, told me, after all the crazy nonsense I had to go through to get to this point that, a check was being cut on the XXXX to be sent to me. Because this conversation, with the Freedom Mortgage agent took place on the XXXX, of XX/XX/XXXX, I presumed the agent was confirming a check was being cut to reimburse me for the property tax amount on the XXXX, of XXXX, XXXX.
The other issue I had thats connected to this debacle is I still need to sign and return all my loan modification paperwork and the due date for my paperwork was XX/XX/XXXX. I was having an issue with the fact that my loan modification still showed I owed the entire amount of escrow due for the year. If Freedom Mortgage did not reimburse me for the amount I paid to the XXXX XXXX XXXX XXXX then my loan modification paperwork was not correct and not only that, my monthly payment would have to come down to reflect the {$2000.00}, that would need to be deducted from the escrow account since I paid that portion of the property taxes and Freedom Mortgage has received their money back from the XXXX XXXX, Colorado, XXXX XXXX Another payment of {$2000.00}, will need to be made by XX/XX/XXXX, for property taxes ; however, that payment is incorporated in the mortgage via the escrow account in the loan modification paperwork. I do not see how I can sign the loan modification paperwork until I am clear as to why Freedom Mortgage will not reimburse me the funds that are owed to me. As of todays date, XX/XX/XXXX, Freedom Mortgage has not made any payment to the XXXX XXXX XXXX XXXX for the first quarter property taxes due on my property. This would be a non-compliance issue with the Federal Housing Authority I presume as I have an FHA loan and Freedom Mortgage has not done as the FHA requires.
As of XX/XX/XXXX, I have not been reimbursed for my payment of property taxes. I called Freedom Mortgage on Friday, XX/XX/XXXX. I first spoke to a female agent about when I may expect a check from Freedom Mortgage. It took the female a bit to get up to speed on all the conversations I have had with other agents since XX/XX/XXXX, when I discovered Freedom Mortgage received their money back in lieu of me paying my 1st quarter property taxes. As I was speaking with the female agent on Friday, XX/XX/XXXX, she had to put me on hold ( to search ), call someone to get more information from them about my account ( I have since discovered that when I speak to Freedom Mortgage, I am talking a person, likely working from their home and, the person I speak with always has to put me on extremely long holds while they attempt to call someone themselves to attain answers to THEIR questions ). This ridiculous customer service method left me on hold for approximately 30 minutes. When I realized how long I had been on hold it became apparent to me the female agent was not going to be coming back to the phone call with me. I presume the agent I was speaking with, that was attempting to assist me, was also sitting on hold with some-one to gain more information about my account and the questions I was asking. This is the worst customer service debacle Ive encountered. I of course have dealt with many call centers when attempting to conduct business with other companies ; however, this is by far the most inefficient and least helpful manner of assisting and answering questions for a client I have dealt with to date.
When I realized I had been Ghosted I called back immediately and a male agent answered. I gave him all the details about what had just happened with my previous call to Freedom Mortgage. The male agent could see that some notes had been entered from the agent that had never come back to the line on XX/XX/XXXX. I then asked the male agent if he could verify if a check for my reimbursement had actually been readied and sent on XX/XX/XXXX? The male agent went off on a tangent and told me that wasnt the way escrow works and I wouldnt be getting any money back because it was already in escrow. I told the male agent that was not what the previous conversations I had had with other agents had been and that I was told a check was going to be issued and sent. The agent continued to spout his knowledge about escrow, etc. I told the agent that any overages or extra money going into my escrow account IS MY CHOICE. I told the agent that Freedom Mortgage doesnt get to just take the money they were mistakenly refunded from my countys mistake and not make compensation for the amount.
Recently, I received a letter from Freedom Mortgage reminding me my loan modification paperwork is late and is due. I informed the male agent that I had specifically called Freedom Mortgage and informed them that until this payment issue with the property taxes was resolved I could not send my paperwork in because I had questions about the accuracy of the loan amount. The male agent saw a note in my account that reported I did in fact call Freedom Mortgage and inform them my paperwork would not be signed or returned until this matter was handled. The male agent told me that legally I had to have XXXX of my escrow amount in my mortgage and I would NOT be receiving any money back from Freedom Mortgage. I asked this agent why then was I told by previous agents that a check was going to be cut and mailed to me? The male agent put me on hold to find more information just as the female agent had done in my earlier phone call. And, just as my earlier phone call, I held for approximately 25-30 minutes and then I realized this agent was not coming back to the phone call either! What kind of customer service is this? The total of my escrow is {$6100.00}. The breakdown of the escrow is ; Homeowners Insurance {$2000.00} Yearly Premium Property Tax 1st Quarter {$2000.00} 1st Quarter Property Tax 2nd Quarter {$2000.00} 2nd Quarter TOTAL {$6100.00} TOTAL ESCROW DUE XXXX Presuming the male agent is correct and I have to have XXXX of the total escrow in my account then that amount would be {$6100.00} divided by XXXX = {$1000.00}. So I would need an EXTRA {$1000.00} in my escrow account. Now, if, as an American citizen living in the XXXX, I believe I still should have control over my own money, as long as Im meeting my contractual obligations, I could make an extra payment of {$85.00} each month for the entire year, and fulfill the requirement of XXXX of the escrow amount needed in my account. That math would be ; {$1000.00} divided by 12 = {$85.00}. However ; because Freedom Mortgage got the advantage over me, by getting the refund from XXXX XXXX of {$2000.00}, Freedom Mortgage somehow believes THEY have the right to keep this excess amount of money and do with it what they want. Perhaps Freedom Mortgage can put the money in that account where an overage of $ XXXX sat for a year doing nothing. Which, youll read about in the next paragraph.
I stumbled onto the fact that Freedom Mortgage had $ XXXX of my money sitting in an account and was not using it toward my escrow account or any other portion of my loan. I believe I discovered this during COVID and when I had to put my loan in forbearance. An agent I was speaking with told me about this amount of money and said it was an overage in my escrow account and Freedom Mortgage was holding the money in case I needed the funds. I had no idea what all this meant. I do know that it would have been nice if Freedom Mortgage had contacted me, via phone or letter, and informed me of this money and discussed with me what it was and talk to me about the best options for applying the money to my loan. Freedom Mortgage did not take that initiative and I dont believe that it is appropriate for Freedom Mortgage to hold a clients money and not give the client an opportunity to use it toward their mortgage. In fact, in my most recent phone call to Freedom Mortgage on Friday, XX/XX/XXXX, the agent I was speaking with on this date told me that Freedom Mortgage is not allowed to keep more than {$50.00} of a clients funds. This conversation arose when I called Freedom Mortgage XX/XX/XXXX, inquiring, again, about a check being sent to me for the property tax payment I made in XXXX of this year.
Freedom Mortgage had approximately {$1900.00} of extra money that I found out about accidentally ( I had no idea it existed ). An agent I was speaking to in, I believe XXXX, told me about this extra money that Freedom Mortgage was holding for me in an account. I asked where did the money come from, why was it sitting in an account, what kind of account was this money sitting in and was it earning interest for me? Was the money earning interest for Freedom Mortgage? The agent told me the money was just sitting in an account in case I needed it for my account and, no it didnt earn interest and, no Freedom Mortgage didnt earn interest on the money. I asked the agent what that even meant. How could I use my money from this account if ( 1 I didnt know anything about it, ( 2 Freedom Mortgage had control over the money, ( 3 Freedom Mortgage would not refund the money. Somehow the conversation went to ; the amount of money was going to go toward the past escrow I owed. Okay, why didnt it get explained that way in the first place instead of leading me to believe I had a credit of {$1900.00}, laying around in some account at Freedom Mortgage?
While talking most recently, XX/XX/XXXX, with a Freedom Mortgage agent, when I called about a refund check for the property taxes I paid, the agent informed me that Yes, there is a check waiting to be cut in the amount of $ XXXX dollars for me ; however, Freedom Mortgage will not send me the check until my loan modification paperwork has been signed and returned. The agent told me that because my account was in loss mitigation Freedom Mortgage would not send the check. The agent told me that because I was $ XXXX BEHIND on my mortgage I had to return the loan modification paperwork soon or the offer from Freedom Mortgage would expire.
I told the agent that until I am made whole by Freedom Mortgage for the amount of money I paid for the 1st quarter property taxes I could not sign the loan modification paperwork because the paperwork showed I still owed the full amount of yearly property taxes and that the numbers on the loan modification paperwork were incorrect. The agent was extremely confused and what do you know, I was put on hold, again, as the agent herself attempted to seek out information about this check she saw waiting to be cut and sent to me and me having an issue with the loan modification paperwork.
I again was on hold for over 30-40 minutes ; however, I want to give this agent from the XX/XX/XXXX, call huge kudos because as I sat on hold this agent had the courtesy to continue to come back on the line, as I sat on hold, to let me know she was still attempting to find an answer for me ( this is when I learned that Freedom Mortgage doesnt really have a large office with people working in it to help their clients. Freedom Mortgage spends no money for appropriate customer service and makes their own customer service employees have to sit on hold for far too long when they are attempting to help a customer ). The agent from XX/XX/XXXX, stayed in communication with me through her own frustrating time on hold and did an excellent job at getting me the best answer possible. Freedom Mortgage should give this particular agent a huge gold star for her ongoing and continuous customer service even though she had to sit on hold as long as I did. When the agent from the XX/XX/XXXX, call was finally able to acquire information on my account and come back on the line with me she, again, informed me that the XXXX Department ( the one person she spoke with that has more authority than she did ), informed her that until I submit my loan modification paperwork Freedom Mortgage is going to ( continue to sit on MY money and hold me XXXX ), which is over {$50.00}, until my paperwork is received. So, virtually, I received the same answer, just a different day and a different agent. Yet, no one at Freedom Mortgage will listen to what I am saying about the loan modification paperwork not having the correct amounts on it for this year.
Ive purchased XXXX houses and I have never had this much trouble with any of the mortgage companies I worked with in the past. I never had surprise increases in my monthly payments from shortages in my escrow account. I never had to hold for long periods of time on the phone only too be left sitting for up to 45 minutes. I have never had to have so many conversations about the same subject with, I cant even begin to count, how many different agents, and still have no resolution to my problem and/or questions. Or worse all the different conflicting answers I continually get from every agent I speak with at Freedom Mortgage. In fact, throughout the years of home ownership, not until Freedom Mortgage, did I really ever talk to any of the other mortgage companies I did business with once I signed on all the dotted lines and had final purchase of my home. Why? Because I didnt have trouble or questions all the time about what the heck was going on with my account.
Can your department help me with this issue? I had to put my mortgage into forbearance during Covid because I lost my job and I am still struggling to find employment and make my mortgage payments. I am, currently making my mortgage payments, on time, as they show on the loan modification paperwork.
I took some time to look up some information online about Freedom Mortgage today because I wanted to see if its just me that is having difficulties with this company or if other people have had problems with this company too. I found the following ; XXXX gives Freedom Mortgage XXXX out of XXXX stars, based on XXXX reviews. In XXXX, the Consumer Financial Protection Bureau fielded XXXX complaints about Freedom Mortgage loans. The most common complaints involved trouble during the payment process and applying for a mortgage. XXXX, XXXX, XXXX I am sending copies of this letter to the ; Consumer Financial Protection Bureau The Attorney General of the State of New Jersey ( Along with a completed complaint form ).
Office of the Comptroller of the Currency XXXX XXXX XXXX XXXX Federal Housing Authority XXXX XXXX XXXX, CEO, Freedom Mortgage Perhaps your department or, one of the agencies I listed above, will have more luck in getting Freedom Mortgage to stay on the telephone long enough to get answers that are consistent and have some content that makes sense as to why I can not be refunded my money. Also, an answer about a revision of the remodification paperwork reflecting that Freedom Mortgage is overcharging me in my escrow account if they are unwilling to refund my money.
I apologize for the length of this letter ; I hope it is understandable. I admittedly do not have full knowledge of how mortgage companies operate. This is why I am reaching out to your department. I need to understand why this is happening and if it is okay to be happening. My name is XXXX XXXX and I can be reached by email, XXXX, or by phone ( XXXX ) XXXX. My mailing address is XXXX XXXX XXXX XXXX, XXXX, Colorado, XXXX.
I am sending a copy of my property tax coupon from the 1st quarter where you will see the confirmation number I received after making the payment Sincerely, XXXX XXXX XXXX
c : Consumer Financial Protection Bureau The Attorney General of the State of New Jersey Office of the Comptroller of the Currency XXXX XXXX XXXX XXXX Federal Housing Authority XXXX XXXX XXXX, CEO, Freedom Mortgage P.S. Complaints about Freedom Mortgage are enclosed.
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| 03/22/2023 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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XXXX XXXX discharged from XXXX XXXX XXXX XXXX XXXX XXXX re : XXXX prevention * SEE DOC XXXX XXXX forbearance terms : 2 month agreement start date : ( XX/XX/XXXX ) expected end date : ( XX/XX/XXXX ) * SEE DOC XXXX XXXX notice of transfer from XXXX to freedom ( unpaid balance {$150000.00} ) * SEE DOC XXXX & XXXX ( FMC Declaration of total debt assumed : {$150000.00} * SEE DOC XXXX ) starting date : ( XX/XX/XXXX ) effective date : ( XX/XX/XXXX ) contacted FREEDOM about ending forbearance in XXXX and about applying disabled veterans tax exemption XXXX {$4200.00} VA benefit award letter [ temp hardship over ] * SEE DOC XXXX [ filed for 100 % P & T tax exemption ] XXXX single point of contact teller number : XXXX * SEE DOC XXXX XXXX single point of contact teller number : XXXX * SEE DOC XXXX XXXX Declaration of total debt assumed : {$150000.00} * SEE DOC XXXX XXXX 1st incomplete application acknowledgment notice * SEE DOC XXXX Requested to end forbearance forced to extend forbearance * SEE DOC XXXX old expected end : XX/XX/XXXX new expected end : XX/XX/XXXX XXXX XXXX * SEE STA XXXX {$5200.00} called in every week for updates no single point of contact established told call back in a week { through all of XXXX } XXXX * SEE STA XXXX {$6300.00} FREEDOM MORTGAGE IS concerned about recent missed payments * SEE DOC XXXX XXXX * SEE STA XXXX {$7300.00} qualified me for a loan mod it was originally a no doc quick easy deferment balance simply moved to end of loan FMC told me yes a loan mod is the one that moves balance to end this is the one I wanted ( DECEPTIVE ) call back in 30 days.
XXXX streamline review notice & no need for any docs at this time * SEE DOC XXXX Decision expected within 30 days ( DECEPTIVE ) XXXX * SEE STA XXXX {$8400.00} escrow statement reflecting disabled veterans tax exemption * SEE DOC XXXX - XXXX my old payment was : {$1000.00} My new payment is : {$830.00} XXXX verification of mortgage shows incorrect total monthly payment * SEE DOC XXXX XXXX * SEE STA XXXX {$9000.00} the evaluations are taking longer because everyone was ending forbearance and they were swamped And call back in a week ( UNFAIR ) XXXX * SEE STA XXXX {$9800.00} application incomplete in order to complete << -- ( DECEPTIVE ) * SEE DOC XXXX send the following incomplete or missing docs : streamline offer pending income doc << -- ( SUPPRESSION OF INFORMATION ) XXXX * SEE STA XXXX {$10000.00} resend my docs * SEE DOC XXXX XXXX -- ( RESPA ) call back in a week XXXX as of XXXX application is facially complete * SEE DOC XXXX <<- ( RESPA ) XXXX application incomplete in order to complete * SEE DOC XXXX <<- ( RESPA ) send in the following incomplete or missing docs by XX/XX/XXXX : 2 months most recent bank statements << -- ( DECEPTIVE ) XXXX sent in docs again as requested * SEE DOC XXXX XXXX -- ( RESPA ) earnings and bank docs XXXX weekly called back XXXX facially complete as of XX/XX/XXXX * SEE DOC XXXX XXXX -- ( ABUSIVE ) final decision expected in 30 days <<< -- ( RESPA ) ( DECEPTIVE ) XXXX * SEE STA XXXX {$11000.00} XXXX application incomplete in order to complete * SEE DOC XXXX XXXX -- ( UDAAP ) ( RESPA ) send the following incomplete or missing docs : 2 months new bank statements 30 days new pay stubs <<< -- -- ( unfair ) Signed & dated XXXX tax returns Signed & completed XXXX XXXX * SEE XXXX XXXX {$12000.00} XXXX Sent required docs to freedom mortgage again * SEE DOC XXXX XXXX -- ( RESPA ) XXXX mint phone call to them they recommended I get the CMRFP grant and no longer assured me that i was not in danger of losing my home and i needed to resend docs that have expired XXXX CMRP application number : XXXX submission date : XX/XX/XXXX, XXXX pm * SEE DOC XXXX XXXX updated docs as the first ones are outdated again * SEE DOC XXXX ( RESPA ) XXXX XXXX am 9 min phone call to FM XXXX * SEE STA XXXX {$13000.00} ( UDAAP ) ( RESPA ) Unable to proceed because we have not received the requested outstanding docs from you A complete loss mitigation application, including all additional requested documentation is required to review your loan for potential loss mitigation assistance options, closed the review the following reflects missing docs * SEE DOC XXXX & DOC XXXX Most recent signed fed tax return XXXX XXXX application incomplete in order to complete * SEE DOC XXXX ( DECEPTIVE ) ( UDAAP ) send the following incomplete or missing docs : One more months new bank statement ( already sent the two newest ones ) Complete financial worksheet << -- -- - ( UDAAP ) Hardship letter * SEE DOC XXXX XXXX FREEDOM concerned about my recent missed payments * SEE DOC XXXX ( ABUSIVE ) XXXX Contacted VA loan servicer * SEE DOC XXXX XXXX XXXX dated XX/XX/XXXX ) ( UDAAP ) ( RESPA ) ( FDC ) Your loan is now in default this is a demand for payment * SEE DOC XXXX Total due by XX/XX/XXXX : {$13000.00} ( RESPA ) XXXXXXXX XXXX ( 25 min ) call to freedom mortgage XXXX * SEE STA XXXX {$14000.00} XXXXXXXX CMRP - application approval letter The funds will bring your loan current as of XX/XX/XXXX * SEE DOC XXXX XXXX california mortgage relief program approval letter i have been approved for the grant to pay the balance due through to XX/XX/XXXX pleasecontact them about finlizing payments and lets get this thing done already,- thanks XXXX xxxxxxxxx xxxxxxxx XXXX XXXX XXXX XXXX XXXX CA XXXX xxxxxxxxxx XXXX Dear XXXX XXXX XXXX : Thank you for contacting Freedom Mortgage Corporation ( " Freedom Mortgage '' ). We received your request via our website on XX/XX/XXXX, regarding Your Hardship. We appreciate the opportunity to assist you and hope that you find the following information helpful.
Please note additional research is required and we are working diligently to respond to your concern. Our research should be completed by XX/XX/XXXX. The findings will be sent to you via our secure message center once the research is complete.
XXXX * note this date they have not yet got the funding Called in to FM * AUDIO XXXX Spoke with tell # Received CMRF approval letter XX/XX/XXXX not received funding yet as of XX/XX/XXXX still waiting for the funds to be sent over until they send the funds nothing we can do Once we receive the funds we can make the account current protected under loss mitigation until that time* XXXX ( UDAAP ) *FM has closed the review for loss mitigation * SEE DOC XXXX No longer protected under loss mitigation XXXX * SEE STA XXXX {$14000.00} ( UDAAP ) ( RESPA ) CMRP funds {$14000.00} received XX/XX/XXXX Statement due XX/XX/XXXX in the amount of {$14000.00} * SEE DOC XXXX But i see it still says {$830.00} due XX/XX/XXXX XX/XX/XXXX Dear XXXX XXXX XXXX Thank you for contacting Freedom Mortgage Corporation ( Freedom Mortgage ). We received your request via our website on XX/XX/XXXX, regarding mortgage relief program funds. We appreciate the opportunity to assist you and hope you find the following information helpful.
We have received your notice regarding the mortgage relief program and have forwarded the information to the appropriate team for review. Freedom Mortgage is currently working with the California Homeowner Assistance Fund ( HAF ) program to post payments to your account. Please note, you may contact your single point of contact XXXX ID : XXXX at the number below to follow up with this matter or with any questions or concerns.
If you need to speak with a Customer Care Representative, please call Monday through Friday XXXX XXXX, and Saturday XXXX to XXXX, Eastern Time at ( XXXX XXXX XXXX.
Sincerely, Customer Care Team Freedom Mortgage Corporation XXXX Called into FREEDOM MORTGAGE * AUDIO XXXX ( UDAAP ) XX/XX/XXXX payment received for {$14000.00} teller confirmed {$14000.00} received XX/XX/XXXX Next statement issued on that day XX/XX/XXXX : {$830.00} payment due XX/XX/XXXX {$830.00} returned to state {$830.00} past due as of XX/XX/XXXX Teller agrees it should have been funded sent it to billing for corrections statement date XX/XX/XXXX amout due date XX/XX/XXXX amount pass due {$14000.00} XX/XX/XXXX current due {$830.00} total due by XX/XX/XXXX {$14000.00} XX/XX/XXXX total amount recieved {$14000.00} balance {$0.00} -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- & now i see your charging me for XXXX twice?
( XX/XX/XXXX amount now pass due {$830.00} ) ......
NONONO the next due date is XX/XX/XXXX & should read [ statement date XX/XX/XXXX ] due date XX/XX/XXXX {$830.00} fix the error to reflect the new due date and that i am not in fact pass due and make the noted new payoff ballance reflected acuretly in my credit reports as required under the fair credit act.
XXXX Thank you for contacting Freedom Mortgage Corporation ( " Freedom Mortgage '' ). We received your request via our website on XX/XX/XXXX, regarding HAF. We appreciate the opportunity to assist you and hope that you find the following information helpful.
Please note additional research is required and we are working diligently to respond to your concern. Our research should be completed by XX/XX/XXXX. The findings will be sent to you via our secure message center once the research is complete.
XXXX Requested information about accessing the {$150000.00} in equity i have in my home to buy a car and cure all of my debts * SEE DOC XXXX XXXX CMRF current through to XX/XX/XXXX Contacted congressman for help in the matter * SEE DOC XXXX XXXX Had a phone consultation with XXXX XXXX executive loan advisor and branch manager XXXX XXXX XXXX option XXXX Told me the lump sum for the last year would be considered on time payment and a credit score of 600 or higher for a VA loan would meet the requirements along with my annual grossed-up income and he would be able to work out something * SEE DOC XXXX XXXX XXXX XXXX and I am your loan advisor for help * SEE DOC XXXX XXXX XXXX * SEE STA XXXX {$830.00} You are now two payments past due {$1600.00} reported to the credit bureaus * SEE DOC XXXX ( UDAAP ) ( RESPA ) ( FDCP ) ( FCR ) XXXX Thank you for contacting us on XX/XX/XXXX ( error ) {$14000.00} received XX/XX/XXXX, a payment of {$14000.00} paid through XX/XX/XXXX {$830.00} was returned to the state XX/XX/XXXX we are not allowed to retain funds > {$100.00} * SEE DOC XXXX MY NOTES ON THESE CLAIMS : I contacted them on XX/XX/XXXX not XXXX so yea They claim the funds were received XX/XX/XXXX The statement due on XX/XX/XXXX is dated XX/XX/XXXX * SEE STA XXXX {$14000.00} As of my phone call with FM on XX/XX/XXXX they had not received the funds * AUDIO XXXX The date the claimed sending the XX/XX/XXXX payment back was XX/XX/XXXX XX/XX/XXXX I resubmitted the error with supporting docs on XX/XX/XXXX I got a different resonance and different breakdown of payment history still failing to credit the payment in question * SEE DOC XXXX Our credit team has reviewed and determined the reporting of your account accurate and true see attachment * SEE DOC XXXX ( FCR ) XXXX CMRP - your servicer has confirmed the funds have been applied to bring your account current as of XX/XX/XXXX You will need to resume making payments on your mortgage in XXXX * SEE DOC XXXX XXXX Your single point of contact is COLLECTION, teller # XXXX * SEE DOC XXXX ( UDAAP ) XXXX FREEDOM reported my account 30 days or more past due XXXX day after responding to my notice of error ( they erroneously claimed it was accurate and true. ) * SEE DOC XXXX XXXX # CMRP - your servicer has applied a payment of {$14000.00} to your loan * SEE DOC XXXX This is the first day of the third month after the error still unfixed i was notified of the way the funds were misappropriated first time this number is reflected back to me the total expected less the XX/XX/XXXX payment retroactive to the damages unfairly at my expense XXXX * SEE DOC XXXX FREEDOM MORTGAGE received my notice of error / request for information please alow up to 30 days XXXX * SEE STA XXXX {$2500.00} ( {$830.00} for XX/XX/XXXX + {$830.00} for XX/XX/XXXX + {$830.00} for XX/XX/XXXX ) sent a message through freedom website pointing out the error With the supporting docs and noted i will bring my account current before the end of XXXX but i have been in contact with freedom since XX/XX/XXXX in regards to the missing payment not yet properly applied to my account parameters. * SEE DOC XXXX Hi, I will have my account caught up and current before the end of the month - please consider removing the late payment from my credit as i was told that freedom mortgage verified my loan as current through XX/XX/XXXX and wouldnt have to resume normal payments until XX/XX/XXXX my credit was at XXXX before you reported me late and was working with one of your loan officers on a cash out loan as of XX/XX/XXXX i was under the impression the issue was resolved as such and it was after that date you reported me late, and i was only updated about the misapplied payment on XX/XX/XXXX after the fact ... also its unclear to me why the payment for XXXX was returned to the haf fund when you informed me you recived it on XX/XX/XXXX and returned it XXXX and the statements dates are XX/XX/XXXX due on XX/XX/XXXX i think it would be an act of good faith to credit my account for XXXX and cure my credit as to avoid a potential UDAAP violation and to mitigate my loss of the opportunities a {$50000.00} cashout ... ......
XXXX XXXX XXXXXXXX XXXX * SEE DOC XXXX XXXX Message from freedom in website We have received your request and need to further do research Our research should be completed by XX/XX/XXXX ( As of XX/XX/XXXX no updates on the research ) * SEE DOC XXXX Dear XXXX Thank you for contacting Freedom Mortgage Corporation. We received your request regarding Credit dispute via our website on XX/XX/XXXX. We appreciate the opportunity to assist you and hope that you find the following information helpful.
Please note additional research is required and we are working diligently to respond to your concern. Our research should be completed by XX/XX/XXXX. The findings will be sent to you via our secure message center once the research is complete. * SEE DOC XXXX XXXX I made payment in the amount of {$2500.00} for XXXX to XXXX posted as paid out of my account to freedom mortgage however it was applied from XXXX to XXXX Mach {$830.00} now due * SEE DOC XXXX ( missing payment still ) XXXX * SEE STA XXXX {$3300.00} * SEE DOC XXXX Reached out for help from the XXXX at CMFP *SEE DOC XXXX Dear XXXX : Thank you for the discussion this afternoon. During the half hour phone call you shared that you would like our team to share the dates with you for the transfer of funds. I will ask our servicer team to put something together that reflects when the funds were sent and/or returned. The program does not send the information to anyone other than you or a representative that has a Third Party Authorization on file with the program. As I mentioned during the call- you may elect to share our discussions as you deem appropriate. It is good to know that you are now current- thank you for sharing that information. If there is anything else that you want to discuss, the contact center staff will provide as much information as possible. Thank you. XXXX XXXX new monthly payment will increase from {$830.00} - {$1000.00} * SEE DOCS XXXX XXXX For your application XXXX, a payment of XXXX has been sent to and applied to your loan by your servicer. * SEE DOCS XXXX & XXXX XXXX Reply to my notice of error that is in conflict with the first reply on XX/XX/XXXX * SEE DOCS XXXX XXXX XXXX XXXX CMRP- your servicer has confirmed that the funds sent by the program for your application XXXX have been applied to bring your loan current as of XX/XX/XXXX. resume making payments on your mortgage in XXXX.
* SEE DOC XXXX & XXXX & XXXX XXXX phone call with freedom loss mitigation stating that they will not be accountable for the action of misappropriation of the funding nor the misappropriation of my last 3 payments that should have covered my mortgage through XXXX and that I am now late for XX/XX/XXXX * AUDIO XXXX XXXX Dear XXXX Thank you for contacting Freedom Mortgage Corporation ( Freedom Mortgage ) XXXX We received your request via our website on XX/XX/XXXX, regarding delinquent reporting made on your account. We appreciate the opportunity to assist you and hope you find the following information helpful.
On XX/XX/XXXX, we received a payment of {$14000.00} from the Homeowners Assistance Fund ( HAF ) program, which was applied to reinstate your account with an effective date of XX/XX/XXXX.
We received a payment of {$830.00} on XX/XX/XXXX. This payment was returned by your bank with the reason of non-sufficient funds. As a result, this payment was reversed from your account. You may contact your bank for more information on this payment.
Attached is a copy of the payment history for your review and records. DOC XXXX We have removed the delinquent credit reporting made on your account for XX/XX/XXXX and XX/XX/XXXX.
If you need to speak with a Customer Care Representative, please call Monday through Friday XXXX XXXX and Saturday XXXX XXXX Eastern Time at ( XXXX ) XXXX.
Sincerely, Customer Care Team Freedom Mortgage Corporation XXXX Still shows account past due it os not please fix this issue a HAF grant made the account current through to XX/XX/XXXX on XX/XX/XXXX the statement reflected next payment due XX/XX/XXXX on XX/XX/XXXX i made a total of 3 payments all have cleared that shout be one for XXXX one for XXXX and one for XXXX thus the next due date should be XXXX and it should not be showing XXXX past due... Again I have asked over and over and FMC continues a pattern with the hallmarks of reckless misconduct that continues with total disregard for the harm and aggravating suffering and undue burden on my family This is a demand for you to do your duty of due diligence that has so lacked the sincere intention to do ever since we were transfered to FMC as our servicers. DO BETTER YOU HAVE AND CONTINUE TO FAIL US IN WHAT HAS THE OPTICS OF INTENT TO DEFRAUD US!!!! FIX THIS NOW!!!
XXXX XX/XX/XXXX Dear XXXX Thank you for contacting Freedom Mortgage Corporation ( Freedom Mortgage ). We received your request via our website on XX/XX/XXXX, regarding your loss mitigation. We appreciate the opportunity to assist you and hope that you find the following information helpful.
The notes on your account show that HAF ( Homeowners Assistance Funds ) was received on XX/XX/XXXX, in the amount of {$14000.00}, and applied to your account on XX/XX/XXXX. These funds were applied to your account to reinstate it. We have attached a 12-month payment history to show when the HAF funds were received on XX/XX/XXXX, they were applied to 17 monthly payments. The notes also show that since the funds brought your account current, {$830.00} was returned to the state, as we can not obtain {$100.00} or more. When the funds were applied, that brought your account currently due for XX/XX/XXXX.
We also show that a payment was received on XX/XX/XXXX, in the amount of {$830.00}, however, this payment was returned by your bank due to NSF ( Non-Sufficient Funds ). We show payment in the amount of {$830.00} was returned on XX/XX/XXXX, due to NSF. We also show funds in the amount of {$1600.00} that was returned on XX/XX/XXXX, due to NSF.
They fail to show XX/XX/XXXX I made 3 payments of {$830.00} and they sent a patent back for XXXX? Why to default my account and report it 60 days late on my credit report.
XX/XX/XXXX XX/XX/XXXX {$14000.00} due on XX/XX/XXXX {$14000.00} Funds Received XX/XX/XXXX XX/XX/XXXX XXXX. ) {$830.00} XXXX Payment XX/XX/XXXX XX/XX/XXXX. ) {$830.00} Payment XX/XX/XXXX XX/XX/XXXX. ) {$830.00} Payment XX/XX/XXXX Your payment is past due.
Please click on the One Time Payment page to make your payment.
There is more but I am burnt out!!!
XXXX New appointment to see mental health clinic
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| 10/18/2018 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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This is a qualified written request under Section 6 of the Real Estate Settlement Procedures Act ( RESPA ). You are required to acknowledge my request within 20 business days and must try to resolve the issue within 60 business days.
I write in response to the receipt of four letters that arrived in the mail today indicating my account is either in default or past due and this information has been reported to credit bureaus. I am spending way too much time entertaining your mismanagement and misappropriation of resources. This is time Ill never get back! Letter summarizations follow : Date Subject Summary Content XX/XX/XXXX Re : Loan Number XXXX Unable to contact in regards to past due mortgage XX/XX/XXXX Re : Loan Number XXXX Legal protections under SCRA XX/XX/XXXX Re : Loan Number XXXX Payment 30 days past due and loan in default XX/XX/XXXX Re : Loan Number XXXX One payment overdue and information may have been reported to credit bureaus My payments have been automatically sent to Freedom Mortgage since they began servicing my loan. When I set automatic paymentsI dont worry about them! The loan servicing uses professionalism to communicate requirements in a timely fashion not three-fourths of the way through the CY. If the payment amount I remitted did not change beginning XX/XX/XXXX, this would cause the loan servicing organization to reach out to contact menot by merely creating monthly statements. After all, you are responsible by law. A reasonable and professional manner to determine whether the customer is receiving the information is to use the contact information provided in the loan. The first contact by Freedom Mortgage, other than monthly statements, was the XX/XX/XXXX letter, received XX/XX/XXXX.
My original loan payment, provided in my Closing Disclosure, was {$3300.00} as follows : {$2700.00} to P & I with {$610.00} of the payment going to escrow for property taxes and homeowners insurance. I established an automatic payment of {$3400.00} to account for any potential increase in insurance or property taxes. Accordingly, the delta ( {$17.00} ) would be credited to principle. If appropriately managed and administered, this amount would suffice for an escrow requirement of up to {$7400.00}.
Escrow requirements for XX/XX/XXXX and XX/XX/XXXX were {$7400.00} and {$7200.00}, respectively. The {$3400.00} payment would have aptly handled the escrow if properly managed and administered by Freedom Mortgage. Parenthetically, Freedom Mortgage escrow analysis for CY XX/XX/XXXX caused an escrow rebate of {$310.00} in XX/XX/XXXX. The amount contributed to escrow should have been reduced and the residual used to curtail the loan. Rhetorically, why is the amount required for escrow in XX/XX/XXXX less than the amount required in XX/XX/XXXX when the requirements for XX/XX/XXXX are less than XX/XX/XXXX? Could this be mismanagement, misinformation, reprehensible, irresponsible, or all the above?
It appears very odd, I received an escrow rebate check in excess of {$300.00}, but my payments are unapplied due to an escrow shortage of {$290.00}. This does not appear, from my perspective, that Freedom Mortgage has the ability to properly manage or is mismanaging my account.
According to my account mortgage statements from Freedom Mortgages website, XX/XX/XXXX, my payment was {$3300.00} as follows : Principal : {$1000.00}, Interest : {$1600.00}, Escrow/Impound ( for Taxes and/or Insurance ) : {$600.00}, Regular Monthly Payment : {$3300.00}. As such, there was {$35.00} going to curtail the loan. As of XX/XX/XXXX, the payment was increased to {$3400.00}. The same statement indicated the escrow balance was {$2100.00}. You should have adjusted the escrow amount in XX/XX/XXXX and understood the requirements for XX/XX/XXXX.
Had Freedom Mortgage been performing responsible account administration and servicing as required by law, the escrow account disclosure statement completed on XX/XX/XXXX would have been accurate. Therein, Part 3 Expected Escrow payment Over the next 12 Months was grossly inaccurate. Neither management nor your analysts have any business calling themselves what they claim to be. A sixth-grade education could have the correct numbers for escrow determination. This misinformation and negligence led to the debacle that currently exists THIS IS A DIRECT-ACTION CAUSE!
Your XX/XX/XXXX statement of my account reflects : Interest : {$1600.00}, Principle : {$1100.00}, and Escrow : {$630.00}. These values total {$3400.00}. This is the amount submitted for payment and applied. You received a payment of {$3400.00} on XX/XX/XXXX. By Law, you are required to apply payment or return it. Whether you elect to apply it or not, statute requires you to credit the amount upon receipt. You are in direct violation of statute! You did not generate a statement on XX/XX/XXXX, yet elected to send a falsified credit report to the credit reporting agencies indicating my account was 31-60 days overdue.
Firstly, it is not only unprofessional, but criminal to state you have not received my payments. I have proof the payments are sent and received by Freedom Mortgage. This information was acknowledged by your Customer Care/Servicing Specialist. Secondly, if you are not going to apply the payment, then send the payment back to my bank or myself! It is unlawful to hold and not apply payments ( 15 USC Chapter 41 Subchapter I Part B 1639 ). You are bound by the Truth on Lending and Fair Credit Reporting Acts. Furthermore, you may not suspend a payment or wrongly misreport.
We have never had any issue until your XX/XX/XXXX letter which I received XX/XX/XXXX. Your letter was crafted to indicate my payment was not sent and you inappropriately assessed a late fee ( {$130.00} ). I queried my bank on XX/XX/XXXX and they confirmed payment was sent and received by Freedom Mortgage in the amount for {$3400.00}. However, Freedom Mortgage elected to not apply the payment received. This is a direct violation of Dodd-Frank Act ( enacted 2010 ). By Law, late fees are not allowed to be greater than 4 % of the payment amount. Your escrow analysis indicated a requirement of {$3400.00} due to improper escrow analysis. My payment of {$3400.00}, albeit more than sufficient, leaves a residual {$7.00}. IF APPROPRIATE, the late fee would have been {$0.00} vice {$130.00}. This is a whopping 45,433 % unjustified and unlawful fee. Quite sure the Federal Reserve Board would be interested in this figure.
As a mortgage servicer, by law, you are responsible for collecting and processing mortgage payments. You have delayed processing my payment resulting in unwarranted late fees, unjustified claims of default, and fraudulently reporting credit information. The Federal Reserve Board requires mortgage servicers to credit payments to consumers accounts as of the date of receipt.
My credit report has now taken at least a 100-point hit due to your unethical conduct! Your conduct is reprehensible and irresponsible. You then generated a statement on XX/XX/XXXX indicating the payment of XX/XX/XXXX was unapplied and the next payment on XX/XX/XXXX was to be {$6900.00}. Neither the math nor the unethical approach works here!
You gave no information concerning my XX/XX/XXXX payment. I assume the payment remains with Freedom Mortgage and is unapplied. You did not generate a XX/XX/XXXX statement to acknowledge receipt or apply my {$3400.00} payment. You have misapplied, mismanaged, and used an unethical approach to secure additional capital from my personal resources.
Even when I contact you, XXXX, XXXX, the Customer Care specialist specified Freedom Mortgage needed escrows ; indicating this was a RESPA requirement, were due to property taxes of {$3000.00} and homeowners insurance of {$1300.00}. She also indicated that our conversation was being recorded I would like to have a copy of this recorded conversation. If this situation does not get remedied to my satisfaction, youll be subpoenaed for it. This is false information. Im not sure if it is due to a clerical error or misinformation by design.
Additionally, XXXX indicated the current {$3400.00} automatic payment would satisfy the payment if I submitted the RESPA required amount of {$290.00}. She gave me a confirmation number for the applied payment. I asked to speak to a supervisor to remove an erroneous charge of {$130.00}. The supervisor agreed and assured me the charge would be removed and my account was in good standing. Yet, as of today, I continue to receive this abomination.
Escrows change due to changes in property tax and homeowners insurance requirements. I called the contact information phone number listed on the mortgage statement at XXXX on XXXX. Your automated telephonic account information indicates my account is current and the XX/XX/XXXX payment is {$3300.00} ( I took the liberty of recording the call ). This has been the same payment information since the beginning of the year. Is this information true and correct? When I call, your automated response system indicates I am current and payment is less than what you state in written correspondence. Which information is true?
The customer relies on information provided by your organization to be credible, plausible, trustworthy, and factual. Imagine the surprise and consternation when you receive letters in the mail indicating the information provided from Freedom Mortgage, when called, is not the same. Is this Freedom Mortgages policy to confuse, bewilder, or deceive the consumer?
Since you are collecting escrow, you are responsible by law for both the insurance and property tax payments. You are also responsible to know the amounts for the year. The property tax is public record, so there are no surprises with respect to that information.
The XX/XX/XXXX assessed value of my property is {$710000.00}. The effective tax rate is {$0.00} per {$100.00} of assessed value. This yields an annual property tax of {$5900.00}. This is paid in two equal installments not later than the XX/XX/XXXX and XX/XX/XXXXof each year. This information should have been input into the escrow analysis performed by Freedom Mortgage.
Freedom Mortgage failed their responsibility to know the property tax value and amount for XX/XX/XXXX ( {$2900.00} -- XX/XX/XXXX/XX/XX/XXXX ). Freedom Mortgage merely guessed or hoped the property tax would be the same as the previous year ( {$3000.00} -- XX/XX/XXXX/XX/XX/XXXX ). Likewise, the homeowners insurance policy requirement was {$1200.00}. Freedom Mortgage would have known because they are lawfully responsible for the payment. I submit the neither guessing or hope is a method to ensure and administer to your responsibility.
With this well-known and publicize information, the following correct escrow analysis table is what should have been provided by Freedom Mortgage on XX/XX/XXXX.
AN XXXX ESCROW ANALYSIS EXTRACT GOES HERE!
The loan overview tab on your website indicates you acknowledged and applied a county tax payment of {$2900.00} and an insurance payment of {$1200.00} in XX/XX/XXXX and on XX/XX/XXXX, respectively. XX/XX/XXXX is the very same day you insisted on an escrow cushion of {$1200.00}, to wit, I remitted a payment of {$290.00}. We both know this was disinformation because your website clearly indicates both amounts were known prior to our conversation on XX/XX/XXXX.
IAW the above escrow analysis I competed, if Freedom Mortgage would have taken care of their legal responsibility, at no time during the year, would the escrow balance have fallen below the two-month desired cushion of {$1200.00}. The total escrow requirement for the XXXX is {$7200.00} yielding a monthly requirement of {$600.00}. The lowest balance during XXXX could have been {$1200.00}. Freedom Mortgages two-month optional desired buffer of {$1200.00} would NEVER BEEN BROACHED! The lowest balance during XXXX would have been $ XXXXAnd my {$3400.00} payment would have accomplished this!
If Freedom Mortgage can not properly manage or be responsible for escrow, then I request escrow elimination. I have just demonstrated the knowledge and payment history to be responsible for property tax and homeowners insurance premiums.
I spoke with another Customer Care Specialist at XXXX. XXXX ID # : XXXX, indicated my loan was current and payment due on XX/XX/XXXX was {$3500.00}. I informed her that Freedom Mortgage had already reported late payment on my credit report. This information was reported on XX/XX/XXXX two days after I was assured by a member of Freedom Mortgage management that my account was in good standing. This is highly unethical, unprofessional, and unwarranted.
The actions taken by Freedom Mortgage with respect to unapplied payments are appalling, unprofessional, and criminal. Your letters indicate this information may have been reported to the credit bureaus. In fact, as of the date of the letters, specifically XX/XX/XXXX letter, the information had already been fraudulently reported to the credit bureaus as of XX/XX/XXXX.
Consequently, each day this situation persists and is unattended, I assess a charge of {$1000.00} for harassment. I also charge {$500.00} per hour for research and reporting work. I have spent well over 14 hours on this research report. You are now assessed a fee of {$7000.00} for this letter and {$2000.00} for harassment ( XX/XX/XXXX-XX/XX/XXXX ). Payment needs to be remitted to me at the above address. Payment is Due Not Later Than XX/XX/XXXX. A {$50.00} fee is assessed each day the payment is late.
This situation and these harassing letters MUST STOP! They are completely UNTRUE, INACCURATE, UNFOUNDED and UNGROUNDED! You are now put on NOTICE. If these letters and the course Freedom Mortgage is pursuing do not stop immediately, I will file complaint in Civil Court. I am filing a complaint with the XXXX XXXX XXXX, Consumer Protection Agency, and the Attorney Generals Office, regardless. This unethical behavior MUST CEASE and DESIST!
Your organization has already been charged for Fraudulent Misrepresentation. The list of criminal organizations is long and disreputable. These are certainly Unfair Business Practices. Where is your sense of decency and public trust? Your organization has already publicly settled for $ XXXX, let alone what has not been publicly disclosed.
The Real Estate Settlement Procedures Act ( RESPA ) statute ( PL 93-533 ) was passed and enacted by the 93rd Congress in XX/XX/XXXX, specifically XX/XX/XXXX ; and codified as Title 12, Chapter 27 United States Code, 12 U.S.C. 26012617. RESPA does not require borrowers to maintain an escrow accountthis is a lenders choice. HUD regulates the maximum amount a lender can require a borrower to maintain in an account.
RESPA has two main purposes : ( 1 ) Mandate certain disclosures in connection with the real estate settlement process so home purchasers can make informed decisions regarding their real estate transactions ; and ( 2 ) Prohibits certain unlawful practices by real estate settlement providers, lenders, etc. RESPA regulates the use of escrow accounts such as prohibiting loan servicers to demand excessively large escrow accounts. By law you are limited to a maximum of a two-month cushion.
Furthermore, RESPA statute and regulations DO NOT require lenders to maintain a cushion. Since XX/XX/XXXX, the RESPA statute has allowed lenders to maintain a cushion equal to one-sixth of the total amount of items paid out of the account, or approximately two months of escrow payments. If state law or mortgage documents allow for a lesser amount, the lesser amount prevails. Section 10 of RESPA limits the amount of money a lender may require the borrower to hold in an escrow.
Recent regulations require lenders to reduce the cushion in accounts. Unfortunately, to avoid customer disapproval or dissatisfaction, lenders have been giving their customers the impression that HUD regulations require them to make this increase. The information XXXX gave to secure the {$290.00} on behalf of Freedom Mortgage is FALSE and fraudulent. The lender, not HUD, desired the cushion. This is Freedom Mortgages choice, NOT A STATUTORY REQUIREMENT as indicated by Freedom Mortgage on XX/XX/XXXX.
The recent appalling behavior of Freedom Mortgage to not apply automatic payments is unprofessional and criminal. There were sufficient funds in escrow to make hazard insurance and property tax payments. There was NO SHORTAGE! I firmly believe this is a fraudulent attempt to have me restructure my loan to increase lender profits!
In accordance with Section 6 of RESPA, this is a " qualified written request '' concerning the servicing of my loan account. As such, Freedom Mortgage must acknowledge my complaint within 20 business days and must resolve the complaint within 60 business days by correcting the account or giving a statement of the reasons for its position. If I do not hear from you within this timeframe, I will file a complaint with HUD.
This is not my error nor did I create this situation Freedom Mortgage did. It is now Freedom Mortgages responsibility to ensure it is corrected and resolved to my satisfaction. To wit, you need to absolve this situation and make it perfectly clear that : My account is current My account has never been past due My account has never been in default, ALL letters are due to a clerical / administrative error acknowledged and corrected by Freedom Mortgage No adverse actions have been taken or reported by Freedom Mortgage Freedom Mortgage needs to remove the fraudulent reporting to all credit reporting agencies My credit report pulled from ALL Credit Reporting Bureaus ( XXXX, XXXX XXXX, XXXX, XXXX, etc. ) to validate no Adverse, Late or Derogatory reporting information I professionally and wholeheartedly request your assistance in this matter as I believe I have exhausted all manners in which to correct this abomination. If I do not receive a letter and the reports indicating the above information, I will file suit against Freedom Mortgage. As such I am filing a grievance for unfair business practices.
Thank you for your service, professionalism, and assistance. I anxiously await your assistance and response.
Consternatedly Submitted, /S/ XXXX XXXX XXXX, XXXX XXXX XXXX United States XXXX ( XXXX )
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| 02/13/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XX/XX/XXXX, I wrote a letter notifying of early repayment of portion of my loan and requested to cancel PMI. In addition, I have requested to cancel Escrow account and requested to send me new Amortization schedule to reflect early repayment of the portion of the loan, keeping the original maturity of the loan unchanged. However, albeit numerous mails, emails, telephone conversations with Customer Service Support, I was not able to satisfy myself to Freedom Mortgage Response response to my letters. Below I provide detailed explanation of each issue.
1. First, I have requested information about prepayment portion of the loan in advance and received a response letter dated XX/XX/XXXX ( references enclosed ). Freedom Mortgage letter listed restrictions on Recast/Principal Curtailment, and related fees, which I have not found in my Original Loan Agreement. I have made numerous calls to dispute your responses, not stipulated in my Original Loan Agreement. In addition, on XX/XX/XXXX, I sent a registered mail in response to Freedom Mortgage letter in addition to sending it by email ( copy of email is attached ), where I have clearly indicated detailed reasons why requirements mentioned in Freedom Mortgage letter to early repayment are not in accordance Loan Agreement. I still have not received their response to my letter dated XX/XX/XXXX ( email as well ).
2. Second, I have requested a statement document from Freedom Mortgage and received a letter of response dated XX/XX/XXXX. The statement detail incorrectly showed the balance of the loan as of XX/XX/XXXX, and did not reflect principal repayment received by Freedom Mortgage onXX/XX/XXXX. Although I have multiple calls and sent email on XX/XX/XXXX confirming USPS delivery of the check to your XXXX XXXX ( refer to email dated XX/XX/XXXX ), the statement and reports were still not updated, and did not reflect accurate payments and balance of the loan in XX/XX/XXXX.
Moreover, the balance of the loan as of XX/XX/XXXX was not correctly reported in the Monthly Statement, credit agencies, and Tax statement although I made several calls to the customer service department requesting to correct posting date, and provided evidence that the prepayment cashier check has been delivered to Freedom Mortgage payment address on XX/XX/XXXX at XXXX XXXX. I sent sufficient evidence by email several times ( email evidences are attached ), and it was still ignored. As it was a cashier check, Freedom Mortgage had responsibility to deposit it on the same day and correct balance. As a Borrower, I can not be responsible for any operational issues with processing and posting payments inherent at Freedom Mortgage. Although, Customer Service representative said that they have corrected posting date ( screenshot is attached ) to reflect early repayment portion of the loan, the balance on my statement dated XX/XX/XXXX was still overstated by USD XXXX dollars. As a consequence, my Monthly statement dated XX/XX/XXXX and XX/XX/XXXX IRS XXXX form were incorrectly reported, falsifying balance and payment on the loan. Statement and XX/XX/XXXX IRS Form XXXX enclosed ( attached to the email ).
3. Third, in a letter of response I received from Freedom Mortgage dated XX/XX/XXXX, the lender required me to get an appraisal of the property only with Freedom Mortgage appraisal vendor XXXX XXXX and indicate a reference account number when contacting appraiser.
I called customer service after that to clarify why I must use only XXXX XXXX to perform appraisal of my property, and Customer Service mentioned that it Freedom Mortgages requirement to use this vendor. I would like to object this requirement because of two reasons : I do not have a specific wording in my original Loan agreement which would require me to use Lender required vendor for appraisal. In addition, I would like to choose an independent vendor to perform this appraisal to avoid any potential bias and I dont find this requirement reasonable in accordance with Loan Agreement. Please find below is the paragraph of my Original Loan Agreement that specifies this : The requirement for private mortgage insurance in connection with your loan will be cancelled on the cancellation date if you have satisfied the following conditions : ( 1 ) You must have submitted a request in writing to the servicer of your loan that cancellation will be initiated ( 2 ) You must have a good payment history with respect to your loan, and ( 3 ) You must have satisfied any reasonable requirement of the lender or current holder of the loan for evidence that the value of residence securing your loan has not declined below original value of the property and for certification that the equity in your residence has not been encumbered by a subordinate lien Based on above, I do not consider Freedom Mortgage requirement to use only XXXX XXXX for appraisal of my property as a reasonable condition of my Loan Agreement.
4. Fourth, the following requirements were noted in the Letter received from Freedom Mortgage on XX/XX/XXXX for as a requirement for PMI cancellation to my letter dated XX/XX/XXXX : PMI may be cancelled once one of the following ( LTV ) requirements is met, in addition to any other guidelines required by investor : A Loan-To-Original-Value ratio of 80 % or less ( original value is considered the lesser of the purchase price or original appraisal ) and a current property value at least equal to the original property value.
A new appraisal demonstrates Loan-To-Original-Value ratio of 75 % or less for loans aged between two and five years.
A new appraisal demonstrates Loan-To-Original-Value ratio of 80 % or less for loans aged greater than five years.
A new appraisal demonstrates Loan-To-Original-Value ratio of 75 % or less for loans aged less than two years and the appraisal indicates significant improvement in the property My Original Loan agreement contains only the following paragraph with regards to this request : You may cancel the requirement for private mortgage insurance in connection with your loan earlier than the date provided in your initial amortization schedule based on actual payments. You cancellation date in that event is the date on which the principal balance of your loan reaches 80 % of the original value of your residence based upon your actual payments. This may occur, for example, if you prepay principal on your loan.
Hence, my Original loan agreement neither contains any reference to investor guidelines required by investor, nor any reference to 75 % for loans aged less than two year, nor reference to appraisal indicates significant improvement in the property as you indicated in a response letter. Therefore, unless you can provide me with a specific evidence based on the Original Loan agreement, I consider your response violating Loan Agreement and does not conform to the requirements of the Original Loan Agreement.
In addition, the letter of response received from Freedom Mortgage set a seasoning requirement of 24 months before PMI can be cancelled ( letter of response is attached ).
The responses received from XXXX XXXX violates HPA and not in accordance with the provisions of my signed loan agreement.
5. Fifth, in my letter/email dated XX/XX/XXXX, I have requested you to cancel Escrow in accordance with Loan Agreement. I received a response from Freedom Mortgage with a letter dated XX/XX/XXXX, which provided the following requirements for cancellation of escrow have not been met : Loan currently has PMI Loan has not been seasoned for at least 24 months In accordance with loan agreement, the following clauses are specified for waiving escrow : Lender may waive Borrowers obligation to pay to Lender Funds for any or all Escrow Items at any time. Any such waiver may only be in writing The Loan Agreement does not have any requirement for PMI or Seasoning for waiving the Escrow Account. Therefore, I do not consider the response in accordance with the Loan Agreement.
The letter lists the following conditions necessary for cancelling an Escrow account : 1 ) Loan is not an FHA loan 1 ) Loan has a Loan to Value Ration below ( 80 % ) a. This percentage is calculated suing the current principal balance at the time of your request divided by the appraised value of the property at closing.
b. Any request to remove escrow for loans with a Loan to Value Ration of 80 % or higher will be denied 2 ) Loan has good payment history or timely payments for the principal, interest, escrow payments a. Borrowers may not have more than one 30-day delinquency in 12 months prior to evaluation, or more than one 60-day delinquency in 24 months prior to evaluation b. Your loan is current at the date of review c. If the loan does not meet the requirements months of good payment history, then the request for removal will be denied.
Once the above conditions are met, you may submit a new written request for consideration I state here that ( a ) My Loan Agreement does not have these specific requirements listed as a condition for cancellation of Escrow and ( b ) I still met all these requirements as of the date of your response letter.
Based on above, I consider Freedom Mortgage denial to remove Escrow as a breach of terms and conditions of the Loan Agreement.
6. Sixth, on the same letter dated XX/XX/XXXX, I have also requested Freedom Mortgage to change monthly payment amount based on the updated balance and keeping maturity of the loan unchanged as in Original Loan Agreement XX/XX/XXXX. Unfortunately, Freedom Mortgage has not responded to this request to change the monthly payment nor sent me revised amortization schedule.
7. Seventh and ultimately, on top of failing to my request noted in the sixth point, Freedom mortgage has not shown correct maturity of the loan based on the revised Amortization schedule ( screenshot of the attached ).
Paragraph 4 of the Note in my loan agreement specifies the following about Partial prepayment : If I make a partial Prepayment, there will be no changes in the due date or in the amount of my monthly payment unless the Note Holder agrees in writing to those changes In my Letter dated XX/XX/XXXX ( see reference of delivery of mail and a copy of the original email ), as the principal prepayment event ahead of amortization schedule triggers either a change in ( a ) maturity or ( b ) monthly payment amount, I have requested Freedom Mortgage to change my monthly payment amount, keeping the original maturity of the loan unchanged. Unfortunately, current maturity date on Freedom Mortgage web page is still shown as XX/XX/XXXX ( see screenshot of webpage, and the monthly payment amount is still unchanged, This is leading to overstating my future cash outflow due by estimated USD XXXX dollars ( principal and interest only ).
To resolve the problems, I would appreciate if you could address above issues as follows : I have requested the following response From Freedom Mortgage, for which I have not received any response nor call.
On the issue numbered ( 1 ) I would appreciate your response to my letter/email dated XX/XX/XXXX, specifying your substantiation of requirement with specific reference to my Original Loan Agreement. Please provide explanation to any deviations of your response letter from Loan agreement, with reference to specific clause in Loan agreement.
On problem numbered ( 2 ) I request written amended Mortgage Statement dated XX/XX/XXXX, Amendment to IRS form XXXX, amendment to my escrow account, transactions and balances and amendment to credit reporting agencies. I also request your explanation why balance on my statement was not shown correctly and why Freedom Mortgage has not taken into account evidence of delivery of the cashier check from postal carrier I provided to you in the previous email communications. I would also require Freedom Mortgage recalculate interest posted on the balance on the effective date of payment and send me a check for the difference of posting date and payment date. In addition, I retain the right to report such inaccuracies to Consumer Financial Protection Bureau, XXXX, Texas Department of Saving and Mortgage, and IRS.
On problem numbered ( 3 ) Unless Freedom Mortgage provides me with other evidence of requirements indicated in the letter with specific reference to my Original Loan agreement within 15 business days from the receipt of my letter by mail or email, I will report to Consumer Financial Protection Bureau, XXXX, Texas Department of Savings and Mortgage and will consider further legal action based on resolution of the matter. Again, I restrictions to use Single Source not reasonable requirement.
On problem numbered ( 4 ) Unless you provide other evidence of your all of your requirements to cancel PMI indicated in your letter with specific reference to Original Loan agreement within 15 business days from the receipt of you my letter by mail/email, I require that you cancel all PMI payments effective XX/XX/XXXX and send me the check for any overpaid amount since XX/XX/XXXX. Even though, I may hire an appraiser after a response received from you, I request that you accept the appraisal from my initial request date, which is XX/XX/XXXX when my LTV ratio reached 79.33 %. Late appraisal would have been resulted from inconsistencies of your requirements with my Original Loan Agreement I have indicated above.
On the problem numbered ( 5 ) Unless Freedom Mortgage provides me with evidence of requirements indicated in the letter for removing Escrow with specific reference to my Original Loan agreement within 15 business days from the receipt of my letter by mail or email, I will report to Consumer Financial Protection Bureau, XXXX, Texas Department of Savings and Mortgage. I also require you cancel Escrow and return the balance outstanding on my Escrow account within 15 business days via check.
On the problem numbered ( 6 ) and ( 7 ) I request Freedom Mortgage to send me updated amortization schedule taking into consideration partial principal prepayment made on XX/XX/XXXX, correcting either ( a ) monthly payment amount, or ( b ) maturity of the loan. I also request that Freedom Mortgage respond to my request, and based on response, pay me back the difference of principal/interest overpaid based on revised schedule of payment/amortization schedule. I have attached preferred mortgage schedule for your reference. If freedom Mortgage decides to keep both payment amount and maturity of the loan unchanged, I will require that you immediately repay me total amount of future cash flow in excess of the Loan including interest thereon immediately. The estimated amount of future cash outflows under these circumstances is estimated to be {$53000.00} dollars.
This letter contains 6 pages, all of which form part of the letter. This mail will be communicated both by email and registered mail. I look forward to your reply and a resolution to my problem and will wait until XX/XX/XXXX before seeking help from a consumer protection agency or XXXX XXXX XXXX, Texas Department of Savings and Mortgage and Texas Attorney General. Please contact me at the above mailing/email addresses provided or by phone at XXXX if you have any questions.
For the attention of CFPB I have been trying to resolve the issue for over 2 months, however, I have not received any valid resolution of my requests dated XX/XX/XXXX.
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| 11/24/2019 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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Good Evening, My husband and I closed on a rate reduction VA loan through JG Wentworth on XX/XX/XXXX. Everything went fine up to that point. I received two different notifications in the mail for the first payment, one from JG Wentworth and one from Freedom Mortgage. Which by my understand Freedom Mortgage just assume JG Wentworth so they are under the same umbrella. I mailed the payment for XXXX 's mortgage as instructed by my loan officer and the letter I received in the mail from JG Wentworth, then after I mailed it, I received a letter from Freedom Mortgage to send the payment to them. The check in the amount of {$1200.00} was cashed on XX/XX/XXXX. I then followed up with a phone call to Freedom Mortgage Customer Service and they first said that I would get a late fee and so on, after being extremely frustrated and I stated again that we just closed on our rate reduction on XX/XX/XXXX and this was our first payment, her story changed. I then contacted our loan officer again, which he contacted the folks at JG Wentworth and I received an email from him stating, " XXXX XXXX Tue, XX/XX/XXXX, XXXX XXXX to me You are all set. See below.
Please see the screen shot below that indicates we received a payment of {$1000.00} on XX/XX/XXXX along with a principal curtailment of {$150.00} posted the same date. This loan is scheduled to transfer to Freedom Mortgage on XX/XX/XXXX and since this payment received by us represented the XXXX mortgage payment we will reverse the payment and principal payment and send the monies to Freedom on XX/XX/XXXX. Please allow at least 10 business days to see these funds posted to the Freedom account.
Thanks, XXXX Loan Activity Loan Number : XXXX as of XX/XX/XXXX Property Address : XXXX XXXX XXXX XXXX, VA XXXX Borrower Name : XXXX XXXX XXXX Name : XXXX XXXX XXXX Telephone Number : Other Telephone Number : ( XXXX ) XXXX Balances : Principal Balance {$200000.00} Escrow Balance {$710.00} Unpaid Late Charges : {$0.00} Unapplied Funds : {$0.00} Disclosure : The transactions displayed within the payment history reflect funds that you have paid and do not necessarily represent funds that are due.
Due Date Effective Date Description Principal Interest Escrow Amount Paid Escrow Balance Principal Balance XX/XX/XXXX XX/XX/XXXX Principal Curtailment {$150.00} {$0.00} {$0.00} {$150.00} {$710.00} {$200000.00} XX/XX/XXXX XX/XX/XXXX Irregular/Non-Coupon Payment {$320.00} {$590.00} {$170.00} {$1000.00} {$710.00} {$200000.00} XX/XX/XXXX XX/XX/XXXX Initial Escrow Deposit, Closing Interest, Buydown {$0.00} {$0.00} {$530.00} {$530.00} {$530.00} {$200000.00} XX/XX/XXXX Non-Cash Balance Adjustment {$0.00} {$0.00} {$0.00} {$0.00} {$0.00} {$200000.00} XX/XX/XXXX New Loan Set-Up $ XXXX {$0.00} {$0.00} {$0.00} {$0.00} {$200000.00} XXXX XXXX Dont keep me a secretI love referrals! It is the best compliment I can receive.
XXXX XXXX XXXX. XXXX XXXX NMLS # XXXX Cell : XXXX eFax : XXXX " Per the above email, the payment was set to transfer to Freedom Mortgage on XX/XX/XXXX. I waited, no payment has yet to post to my account. I then tried to email Freedom through the Mortgage portal but their system on XX/XX/XXXX but the portal is only set to send a certain amount of characters via the message portal and I could not get an entire message through as I want this in writing since my payment still has not been posted to my account and I have proof of the check being cashed through my financial institution. I then emailed my loan officer again on XX/XX/XXXX, this exact message, " Hey! Sorry to bug you about this again but this is making me nervous. Can you please help me find out why Freedom have our payment yet? I got notification of the Escrow transfer but being my XXXX mortgage is creeping up I don't want to be months behind and I'd like to set up auto draft, but if I do, it will take two months out instead of one on XX/XX/XXXX if payment isn't received yet.
Thank you!
XXXX '' After I sent this email, he forwarded my email to upper management in his organization and this is the response that he received ; " From : XXXX XXXX XXXX XXXX Sent : Monday, XX/XX/XXXX XXXX PM To : XXXX XXXX XXXX XXXX Servicing Transfers XXXX ; Servicing XXXX ; XXXX XXXX XXXX ; Servicing XXXX ; XXXX XXXX XXXX XXXX ; XXXX XXXX XXXX ; XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Subject : Re : Urgent 2nd issue with Borrower and servicing During any transfer of servicing federal regulations prevent lenders from reporting late payments to any credit reporting agency for a period of 60 days. We will continue to pursue the posting of this payment to its correct location. The staff of Freedom, JGW and XXXX has been alerted multiple times in regards to discovering the location of said payment.
We will also take into consideration the transfer of the funds sufficient evidence to waive any late charge that could come as a result of this payment being posted after the date designated as the late charge cut off date.
Thanks XXXX XXXX XXXX Vice President Agency Relations, Servicing Freedom Mortgage Corp.
XXXXXXXX XXXX XXXX. XXXX '' After receiving this email, I was VERY unhappy that they do not seem to care to find my payment after I received in writing via email that my payment was to be transferred on XX/XX/XXXX.
This was my response and I emailed EVERYONE in that email chain ; " -- -- -- -- -- Forwarded message -- -- -- -- - From : XXXX XXXX XXXX Date : Tue, XX/XX/XXXX, XXXX PM Subject : XXXX - Mortgage and Extremely Unhappy Customer To : XXXX XXXX XXXX, Servicing Transfers XXXX, Servicing XXXX, XXXX XXXX XXXX, Servicing XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX XXXX XXXX Cc : XXXX XXXX XXXX Cc XXXX XXXX XXXX XXXX Good Afternoon, I am writing as I was informed again by my Mortgage Officer, this has yet to be handled.
I do not understand why someone can not locate my {$1200.00} check that was sent to JG Wentworth and get it posted to the correct account at Freedom Mortgage. I deal with customers and accounts daily in the Property Management world which I understand is different from the mortgage world BUT I do not find this acceptable nor professional that I keep get putting on the back burner and I tell you what is more alarming, my husband that does not get involved with things like this often, made a comment recently, unless XXXX is with another organization in the future, we WILL NOT be using this company AGAIN for anything. Another thing I find unacceptable is that this is the 3rd time someone from JG Wentworth/Freedom has made the comment about our credit. I guarantee, if this was your mortgage, you would be as concerned as I. I have contacted Freedom once, then XXXX twice.
Regardless of the rate reduction and XXXX, if I knew my husband and I were not going to get the same service that we received from our prior mortgage company, I would not have pushed to do this at all and stayed with our prior lender. Buying a house with a VA Loan as a first time home buyer was less stressful than getting our first payment to the correct location with JG Wentworth/Freedom.
I need this resolved ASAP, my next step is getting someone else on the phone higher than all of you that can actually handle this. I wrote this check almost 30 days ago and if JG Wentworth and Freedom are under the same umbrella and can not get this resolved, I certainly do not feel comfortable for this said company to handle my mortgage. I expect this to be resolved and my Freedom Mortgage account to read a current zero balance by the end of this week or I would like an executives phone number to speak with to let them know that no one seems to be competent enough other than my mortgage officer to handle this situation and he himself, can not fix this.
Please get back to me in writing as I need this for documentation purposes and I need to know if I need to go to report fraud. As you can expect, my trust level is very low and I need to know where my payment is and hope it's not in someones pocket.
Thank you for getting this handled and stop pushing me to the back. My mortgage is just as important as the rest of the customers.
Sincerely, XXXX XXXX XXXX, XXXX, XXXX Call or Text XXXX Email XXXX Let 's connect on XXXX XXXX XXXX! " I have yet to receive a response. I then emailed customer service at Freedom on XX/XX/XXXX with the email above and all their email addresses to only receive an email to ask my address or social to confirm my account and due to security reasons, I sent my address back and still no response as of XX/XX/XXXX. This is the chain I sent to Freedom Mortgage Customer Service on XX/XX/XXXX ; " CustomerCare Thu, XX/XX/XXXX, XXXX PM ( 2 days ago ) to me Dear Borrower, Thank you for contacting Freedom Mortgage 's Customer Care Department. We apologize that we have been unable to locate the account based on the information provided. Please provide the loan number or any identifying information of the account ( e.g. property address or SSN ) as well as a phone number where you can be reached and the hours you are available. Upon receipt, we will ensure we get this in the right hands for resolution.
When responding, please send correspondence to XXXX to ensure a timely resolution.
Important! Please reattach documents with your reply.
Please resend your document in a PDF or Word format and attach it to the email, as we are unable to access any outside links.
You may also access your loan information at your convenience, 24 hours a day, 7 days a week! Simply log on to our website at www.freedommortgage.com or call our automated phone system at XXXX XXXX XXXX XXXX. Customer Care representatives are available to assist you Monday through Friday from XXXX XXXX and Saturday from XXXX XXXX XXXX XXXX. They will be able to answer any loan related questions you may have.
Sincerely, Customer Care Department Freedom Mortgage Corporation From : XXXX XXXX XXXX Sent : Thursday, XX/XX/XXXX XXXX XXXX To : CustomerCare XXXX Cc : XXXX Subject : XXXX XXXX : XXXX - Mortgage and Extremely Unhappy Customer After emailing all those individuals below, I have yet to hear back from them. I also forwarded this same email to Freedom Customer Service same say and yet to even get an acknowledgement from anyone.
Please advise as I will start emailing daily. I need to know if this needs to be reported to my bank as the check being missing.
Thank you.
-- -- -- -- -- Forwarded message -- -- -- -- - From : XXXX XXXX XXXX Date : Tue, XX/XX/XXXX, XXXX PM Subject : XXXX - Mortgage and Extremely Unhappy Customer To : XXXX XXXX XXXX, Servicing Transfers XXXX, Servicing XXXX, XXXX XXXX XXXX, Servicing XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX XXXX XXXX Cc : XXXX XXXX XXXX Cc XXXX XXXX XXXX XXXX Good Afternoon, I am writing as I was informed again by my Mortgage Officer, this has yet to be handled.
I do not understand why someone can not locate my {$1200.00} check that was sent to JG Wentworth and get it posted to the correct account at Freedom Mortgage. I deal with customers and accounts daily in the Property Management world which I understand is different from the mortgage world BUT I do not find this acceptable nor professional that I keep get putting on the back burner and I tell you what is more alarming, my husband that does not get involved with things like this often, made a comment recently, unless XXXX is with another organization in the future, we WILL NOT be using this company AGAIN for anything. Another thing I find unacceptable is that this is the 3rd time someone from JG Wentworth/Freedom has made the comment about our credit. I guarantee, if this was your mortgage, you would be as concerned as I. I have contacted Freedom once, then XXXX twice.
Regardless of the rate reduction and XXXX, if I knew my husband and I were not going to get the same service that we received from our prior mortgage company, I would not have pushed to do this at all and stayed with our prior lender. Buying a house with a VA Loan as a first time home buyer was less stressful than getting our first payment to the correct location with JG Wentworth/Freedom.
I need this resolved ASAP, my next step is getting someone else on the phone higher than all of you that can actually handle this. I wrote this check almost 30 days ago and if JG Wentworth and Freedom are under the same umbrella and can not get this resolved, I certainly do not feel comfortable for this said company to handle my mortgage. I expect this to be resolved and my Freedom Mortgage account to read a current zero balance by the end of this week or I would like an executives phone number to speak with to let them know that no one seems to be competent enough other than my mortgage officer to handle this situation and he himself, can not fix this.
Please get back to me in writing as I need this for documentation purposes and I need to know if I need to go to report fraud. As you can expect, my trust level is very low and I need to know where my payment is and hope it's not in someones pocket.
Thank you for getting this handled and stop pushing me to the back. My mortgage is just as important as the rest of the customers.
Sincerely, XXXX XXXX XXXX, CAM, XXXX XXXX or Text XXXX Email XXXX XXXX 's connect on XXXX XXXX XXXX!
CONFIDENTIALITY NOTICE : This e-mail message, including all attachments, is for the sole use of the intended recipient ( s ) and may contain confidential information. Any unauthorized review, use, disclosure, alteration or distribution is strictly prohibited and may violate state or federal law. If you are not the intended recipient, please contact the sender by reply e-mail, delete this email and destroy all copies of the message. '' Still no response except for the auto response you receive when emailing customer service.
Being that this is a VA Loan, you would think that this organization that supposedly prides themselves as being on the side of veterans, but obviously they do not care about any of their customers. I have a copy of the cashed check from my financial institution and can send screenshots to you as well showing the mortgage payment I made 30 days ago still has yet to be transferred and posted to my account as it was stated on XX/XX/XXXX by my original loan officer who has gone above and beyond to attempt to assist us but JG Wentworth & Freedom Mortgage 23 days after the aforesaid date that the money was to be transferred to my account, has not. I am scared to death that my mortgage payment is in someone's pocket since no one will answer me via email and my payment is not posted. Did they lose my payment? That is what it looks like to me and now, we are looking at possible late payments. I do not find it fair that mine and my husbands credit that we worked very hard for to possible suffer due to the incompetence of this mortgage company. If we knew they were not a competent organization, we would have never done this. I am reaching out to you to please help us as I do not know where else to turn and we can not get an answer from anyone. Do we call the police? Report fraud with our bank? Please help us.
Thank you, XXXX XXXX XXXX XXXX **After copying/pasting emails above, I saw the below attachment area, I can save each email as a PDF if need be and send, please advise. XXXX
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| 04/30/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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We have been in communication with Freedom Mortgage since XXXX XXXX seeking PMI to be removed from our account. We are VERY frustrated Freedom 's lack of communication and incorrect information. In XXXX XXXX I contacted Freedom to request that our account be reviewed for the PMI to be removed. I was told that was had to pay for an appraisal out of pocket. On XXXX Freedom sent a letter saying that we needed to use XXXX Services and pay {$470.00}, which we complied. The appraisal was completed a few days later by XXXX XXXX , who while on our property stated that {$470.00} is WELL-above what he charges for an appraisal. On XX/XX/XXXX a denial letter was sent to us, stating that our property appraised for {$360000.00}, which was less than 1.5 % above the required 75 % XXXX mark. Freedom ( and the XXXX ) did not even provide me with a copy of the appraisal. On XXXX I emailed the following to Freedom : " Good morning, We formally requested that at PMI be removed and as such, paid {$470.00} for an appraisal via a company of Freedom Mortgage 's choice. We received a denial letter in the mail yesterday but have NOT received the actual appraisal report. I a m formally requesting a copy of the appraisal report ( including comps used ) sent to us since we paid for it. Additionally, I would also like to be provided with the information on how to appeal the findings. Per the letter, we are less than 1.5 % away from approval. The appraised value is also very low based upon very recent sales in our community of well over $ XXXX and all of our home 's upgrades. Please send me the report and appeal information. '' On XX/XX/XXXX a letter was sent to me with a copy of the appraisal but Freedom failed to send me the process to appeal the appraisal and decision. Once again, I called Freedom Mortgage. This time I was spoken with terribly ( and incorrectly ) fro m a customer service agents, XXXX . I called back shortly thereafter and spoke with another representative, who had the appraisal sent to me again, but still no appeal process was explained. I called yet again ( also in regards to a change in XXXX XXXX XXXX ) and a representative advised me to send an email appealing, which I did on XXXX On XXXX a letter was sent to me stating that XXXX has 30 days to respond. As o XXXX XXXX XXXX XXXX this issue still has not been resolved. Furthermore, on XX/XX/XXXX Freedom sent us a letter in regards to an XXXX XXXX that we do not even have. As such, I called Freedom yet again! At this point, I was told that the FHA letter was sent by mistake. This of course was yet another huge concern with Freedom Mortgage, as not only are we not getting answers, but also being sent incorrect information. That same representative also told me that we are in a " gray area '' because with the current appraised value of $ XXXX that in approximately XXXX XXXX the PMI will fall off anyways as we would then hit the required 75 % XXXX . I also inquired about the escrow analysis as I knew it would occur in XXXX , yet was told by the representative that Freedom ONLY does escrow analysis in XXXX . I also called Freedom again on XX/XX/XXXX inquiring about my " 30 day '' response to my appeal and was told that Freedom h ad until XXXX to respond but due to all of the inaccuracies it would be escalated to a three-day response. Yet, I STILL do not have an answer. On XXXX we received the escrow analysis in the mail. Again, when I questioned it taking place in XXXX , I was incorrectly told it would happen in XXXX . Another example of inaccuracies from Freedom Mortgage. Upon receipt of the escrow, I called to inquire about that, as well as my pending PMI appeal that we do not have an answer to. I was told that a letter was mailed on XXXX ( which we have not received ). The representative read the letter aloud to me, which does not even address the actual appraisal just the fact that XXXX was not met. Furthermore, he told me that we are roughly {$4000.00} short ( need to hit $ XXXX ) and that this is due by XXXX as the appraisal is set to expire then. I was flabbergasted by this as an appraisal expiration date/deadline has NEVER been mentioned ; it is no where on the actual appraisal nor on any of the letters sent to us by Freedom Mortgage. He also told us that after XXXX , our appraised value will " reset '' to the sale price of $ XXXX and we would be forced to pay ANOTHER {$470.00} to continue the process of PMI Removal. That is unacceptable, especially since Freedom has repeatedly failed to respond in a timely manner or accurately. I was also told that I had to call iMortgage services myself to appeal the appraisal. Yet, when I did so via email, I was told that the information was once again incorrect, that ONLY the lender ( Freedom ) can order an appeal. As such, I promptly made Freedom aware of this. I also threatened to file a complaint against Freedom mortgage with CFPB and the XXXX . At which point, I was able to speak with XXXX in the NJ Office and XXXX in the XXXX Office. Both staff members assured me that our apprais al would be appealed. On XXXX / XXXX / XXXX , XXXX assured me that she would personally monitor our case, as well as provide me with a phone call update. Furthermore, she called a second time and stated that in order to appeal the appraisal, I needed to provide Freedom with a list of neighborhood comps. This was alarming and disconcerting to say the least, especially since we are not real estate professionals. No guidance or direction was given. As such, we researched XXXX as that is the only public access we had to recent sales. We provided them with the following : " Per a phone call from Escalation Specialist, XXXX , we have now been requested by Freedom Mortgage to provide our own feedback in regards to the Appraisal. As such, our comments are as follows : Neighborhood Comps have continued to rise during XXXX with recent similar sales ranging from $ XXXX . XXXX XXXX XXXX ( comp # 6 ) listed on our appraisal as a supporting comp, but it is curren tly sales pending at full asking price of $ XXXX . We question why comp # 4 ( XXXX XXXX XXXX ) was not used as comp # 3 ( XXXX XXXX XXXX as it is a more recent sale ( XXXX XXXX vs. XXXX XXXX ) and would have more weight in the appraisal, since comps XXXX are simply supportive. XXXX XXXX XXXX XXXX XXXX with pool sold on XXXX / XXXX / XXXX at $ XXXX . XXXX XXXX XXXX XXXX , which is a XXXX patio home, sold on XXXX / XXXX / XXXX for XXXX . XXXX XXXX XXXX XXXX XXXX a BANK-OWNED XXXX that sold on XXXX / XXXX / XXXX for $ XXXX . XXXX XXXX XXXX was a XXXX with no pool and original finishes and sold for {$340.00} on XXXX / XXXX / XXXX . Based upon increasing neighborhood values AND our over {$40000.00} in recent upgrades to our home, we kindly request that our appraisal please be re-reviewed. Additionally, after speaking with Escalation Specialists, XXXX XXXX XXXX , we received a phone call, an email, and the attached letter last week the mail directly from Fre edom Mortgage in an attempt to change our current terms to a " Ca sh Out Refinance ''. On the attached document, Freedom Mortgage clearly states that our Estimated Home Value is {$3 70000.00}. Please let us know if you have any additional questions or concerns. We look forward to hearing from you for resolution in the VERY NEAR FUTURE. '' On XXXX / XXXX / XXXX , we received a standard letter stating that concerns were added to the appraisal addendum but value had not been changed ; PMI Removal Denied. I promptly followed up with yet another phone call to Freedom. We were provided with a copy of the appraisal and new comm ents, which stated that the comps we provided were n't active at the date of the appraisal and hence were n't accepted. Should n't some direction been provided to us? Information that we were asked to provide was now being used against us. Adding insult to injury, during this XXXX debate, Freedom has repeatedly called, emailed, and mailed us correspondence trying to get us to refinance with them to a much higher interest rate. Furthermore, on their own documentation, they clearly state that they estimate our Home Value to be {$370000.00}, which coincidentally is enough for the PMI to be easily removed. On XXXX I once again spoke with XXXX asking for answers and resolution. She advised me to email Freedom over the weekend with my concerns, which I complied : " Dea r Freedom Mortgage Customer Care, Per the receipt of a letter dat ed XXXX denying our request for PMI Removal and multiple phone calls with your Customer Service Representatives , I am writing to dispute the following : Due to lengthy delays on the part of Freedom Mo rtgage, this process has gone on for XXXX months now ( we started the initial request in XXXX XXXX ). Most recently, I was requested by XXXX to provide our own neighborhood comps to dispute the appraisal. I did not promptly, without being a licensed real estate professional, based upon what information I could find on public real estate websites, which is clearly a disadvantage. Now, I am told that this information that I provided is being used against us. In fact, I have been asking for the appraisal to be reviewed from the very start, yet Freedom repeatedly failed to do so. I dont even know if the XXXX even looked at our info and/or reordered the comps as requested, as all we were provided was a standard letter saying XXXX XXXX . Furthermore, while we have appealed this process, XXXX has continually repeatedly harassed me to refinance our mortgage with multiple phone calls, emails, and mail solicitations ( see below ) on a daily basis. Even more insulting is why the question appraisal states that our home value is only {$360000.00} ( which is well-below neighborhood comps ), Freedom repeatedly provides me with documentation stating that our Estimated XXXX XXXX is {$370000.00}. I also received a XXXX from XXXX XXXX XXXX # XXXX who stated she had received our updated home value and to call her back to discuss. I promptly did so, thinking it was related to our PMI Appraisal. Unfortunately, I discovered quickly that it was a cold call from Freedom once again asking me to refinance. Over these past 5 months, neighborhood comps have continued to rise, which was provided in the email on XXXX / XXXX / XXXX . Since that time, XXXX XXXX XXXX XXXX is now listed at {$400000.00} and XXXX XXXX XXXX XXXX is listed at {$380000.00}. While I understand that these are listings and not sales YET, they are indicative of our homes value. Should we decide to list our home, I have no doubt that it would be listed within that range as well. I was told by a representative in XXXX that our Appraisal will expire on XXXX / XXXX / XXXX and that our home value will Reset to the original sales price of $ XXXX . Is this accurate or not? No one seems to be able to answer this question, that I have asked on each and every phone call since. Based upon the recent denial ( which we STILL dispute ), what are our options? Those have yet to be explained to us ; all XXXX provides us with is a standard denial letter. At this point in time, I am requesting answers in regards to whether or not our appraisal expires on XXXX as well as our options. Additionally, I am also requesting for XXXX Mortgage to order AND pay for a new updated appraisal. This is based upon the lengthy delays, inaccurate information repeatedly provided ( esc row information, FHA letter, etc as documented in emails on XXXX / XXXX / XXXX and XXXX / XXXX / XXXX ) and overall failure to resolve this issue in a timely manner or at all. Please also note that during our appraisal, the XXXX asked me how much we paid XXXX {$470.00} ) and he responded with a smirk that the amount is MUCH higher than what he charges. As such, I am not willing to pay another {$470.00} out of pocket, as that is even dishonest, much like this entire process. Furthermore, I am moving forward with filing a complaint against Freedom Mortgage with the Consumer Financial Protection Bureau and Better Business Bureau. Thank you. I look forward to a phone call at # # # - # # # - # # # # with answers on how to resolve this matter promptly. '' XXXX assured me that she would follow up. She called again on Monday and said my email was received and she would return my call by XXXX / XXXX / XXXX . As of XXXX / XXXX / XXXX , I have not heard from her about resolution.
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| 05/15/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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We bought our house on XXXX XXXX XXXX, with XXXX XXXX. Unfortunately, our mortgage was sold to Freedom Mortgage right away. We never made one payment to XXXX, we have always made the payments to Freedom Mortgage. When our mortgage was sold, my husband and I read their 1.7 star reviews and knew that this was not a reputable company, but seemingly, we were stuck with them. In hindsight, I wish we somehow fought for Freedom not to take over our mortgage because dealing with them has been an ABSOLUTE NIGHTMARE. Our original mortgage payment was XXXX, including our escrow account for taxes, homeowners insurance, and our PMI. Unfortunately, I cannot attach an original statement because their website only goes back 6 months and doesnt allow you to see any payment history prior to that. In XXXX XXXX, we received our mortgage statement with a new payment of XXXX due in XXXX (see attached of XXXX statement.) On XXXX XXXX, we received a letter from them (attached) stating that they had previously sent us an escrow check in the amount of XXXX, as well as an escrow analysis. In the letter it stated that if we didnt receive this, to call them and they would reissue the check. I called them on XXXX XXXX XXXX, told them we never received that, and they told us they would issue another check to us and it would take 7-10 business days. We never received that, so I called back on XXXX XXXX. The woman I spoke with said whoever handled it previously never submitted it, and she would take care of that now and it would take another 7-10 business days.
On XXXX XXXX, my husband called them since we still hadnt received this elusive escrow check. The woman he spoke with told him that the escrow check was canceled because now our account was showing an escrow deficit, so not only would we not receive the check, but our mortgage payment was increasing to XXXX. There was no prior communication of this and we would have never known if we hadnt called them. We did receive an Escrow Account Disclosure Statement dated XXXX XXXX (attached) that explained this, but we didnt receive this until XXXX XXXX, over a month later. When my husband got off the phone after 18 minutes, I called them back because I was not satisfied with the explanation given. I was on the phone for 59 minutes talking with a woman who explained that when our taxes were analyzed, they werent analyzed for county taxes, only town taxes. I went through our closing disclosure (attached) and explained that it states county and town taxes were included, and that there is a XXXX estimate of XXXX for both the county and town tax (attached.) (When I called the tax office, our town and county taxes are paid together, as one fee.) On our closing disclosure, it states that the town property taxes are XXXX a month and our county taxes are XXXX per month. When I explained this on the phone, the woman said that something seems off with the account and she isnt sure what happened, so she was going to have it audited and put it in for review herself. Again, we were told we would hear back in 7-10 business days.
On XXXX XXXX XXXX, someone from Freedom Mortgage did call me (for the first and only time since this started) and I missed the call so I called back. I spoke to a man who explained our escrow analysis was incorrect for XXXX and thats why we were in a deficit. He blamed this on XXXX, stating that this is what they received from XXXX when they acquired the mortgage, but according to our closing disclosure, XXXX did their job and estimated the taxes. I have also attached the Initial Escrow Account Disclosure Statement from XXXX for XXXX XXXX-XXXX XXXX. On this sheet, it states that our payments to the escrow account would be XXXX a month, resulting in our original XXXX mortgage payment. After that document, I have also included the portion of Freedom Mortgages Escrow Account Disclosure Statement that shows their projections for XXXX XXXX-XXXX XXXX, showing our escrow payment to be XXXX. That is almost XXXX less in projected escrow payments. Freedom Mortgage clearly analyzed our taxes incorrectly, tried to place the blame on another mortgage company, and then we had to pay for their mistake so our mortgage payment went up.
In that same call, the man I spoke with also told me that an XXXX payment had been applied to our account on XXXX XXXX, the same day I had previously called to discuss the escrow check, and that our payment of XXXX, not the new amount of XXXX was due in XXXX. XXXX payment had already been applied to our account, which was also reflected on their website. I asked him to tell me which account that XXXX payment came from because neither my husband, nor myself had made that payment, he said he is not authorized to tell me which account it came from. My husbands uncle knows our account information and has paid money towards our mortgage before, and we had assumed this was the case. This was an incorrect assumption on our part that Freedom Mortgage would apply money to the correct account being that all of the account information had to be on the screen, including our loan number and names. We received a letter (attached) on XXXX XXXX dated XXXX XXXX confirming the above payment. It is our loan number, however, not our last 4 digits of our bank account, which I stated in that phone call.
On XXXX XXXX, I called to ask why our mortgage payment was XXXX instead of the XXXX that I was told it would be on XXXX XXXX and why on their website it still says that we owe XXXX. I was told because of our escrow deficit, but I explained that we were told on the phone of XXXX XXXX our XXXX payment would be XXXX. We then received two letters on XXXX XXXX dated XXXX XXXX and XXXX XXXX respectively (attached.) The first letter states they have been trying to contact us about our account. I have not received more than one phone call from them, nor any voicemail. The one I had received was the missed call that I previously stated. At this point, I had contact them so many times that if they needed to discuss anything about my account, they had many opportunities. The second letter states that our account is 2 payments past due and to call them. When I called them on XXXX XXXX to ask how this is possible, because we have never missed a mortgage payment, let alone been late on one, the woman told me the XXXX was rescinded and applied to the correct account. I explained that I said it didnt come from our accounts when we were told about it. She told me that it was a huge error on their part because in order to apply a payment to my account, all of my information, including our loan number, needs to be on the screen. Again, I was told that she would look into it and we would hear back in 7-10 business days. Our XXXX payment was drafted from our account on XXXX XXXX XXXX, so at this point, we were only 30 days behind because of that XXXX payment. We then received a letter dated XXXX XXXX (AFTER I called the previous day) saying they have assigned us a single point of contact. This has been of zero help because every time I do call, no one knows what the last person said. I have to ask everyone to go back in the notes and listen to the recordings.
Since we had not heard back, yet again, my husband and I called on XXXX XXXX and were on the phone with them for 111 minutes. We were first connected with a woman named XXXX, and we asked immediately to speak to a manager. We explained the entire story to the manager and she said that she would apply the XXXX back to our account to take care of it. We told her not to do that, it wasnt our money, and it was just going to make more of a mess. She finally understood that we were concerned because of their mistake, now we are considered late in our mortgage and it is going onto our credit report as a late payment of 30 days, plus we are being charged late fees on top of that. She was able to get it off our credit report for XXXX (attached) since it was their error, but then told us to just go ahead and make another mortgage payment to get us caught up. I told her that since our XXXX payment was already drafted, we didnt have the money to make another mortgage payment 6 days later. She told me that there was nothing else she could do, so again, I asked for it to be escalated. I was put in contact with someone named XXXX. I explained the entire situation again, and XXXX told me that she would try to get it deferred to the end of our mortgage since it was their error so we wouldnt be considered late on our credit and we wouldnt need to pay late fees. Again, we were told we would hear back in 7-10 business days.
On XXXX XXXX, not having heard back from them again, I called and immediately asked it to be escalated. I was put in touch with XXXX XXXX XXXX, who is apparently a supervisor for the loss mitigation department. She told me that since this was their mistake, she was going to try to bypass the regular application for deferred payments. XXXX said she wanted to get in touch with XXXX from my previous conversation to get all of the details correct. Again, I was told we would hear in 7-10 business days.
On XXXX XXXX, I yet again had to call them. I asked to speak to XXXX and gave her ID number. She was in training that day, but I was told they put a message in the system for her to call me. I was also told that our concern was in underwriting, but that I needed to respond by a certain date and since I hadnt, they had to submit it again. I was told that if Im not notified that I have to respond, how would I ever know that and I was also told that someone would call me. I was told again, I would hear in 7-10 business days.
On XXXX XXXX I called back and spoke to a man who again, put in a request for XXXX to call me back. He said he understood my frustration and hopefully they could get to the bottom of this.
On XXXX XXXX I called again. I was told that I did receive a call on XXXX XXXX I went through my phone logs and didnt see a missed call from them, nor did I have any voicemail from them. I explained that now we are in the process of trying to finance our car since our lease is up and we cannot get financing because we have two payments on our credit report of 30 days late. I said that this is completely ruining our credit and in turn, our livelihood. Before this, we both had great credit. He went through the notes and explained to me that in order for the payment to be deferred, it has to be more than 30 days late. I was NEVER told this before. In order for that to happen, he wanted us to stop our automatic payment due to come out XXXX XXXX XXXX so that way it would be considered more than 30 days late and then it can be deferred. We absolutely cannot do this. Two 30 day late payments have already significantly damaged our credit, we cannot have it damaged even further.
We need this resolved and taken off our credit report immediately. It is harming our livelihood, and they have gotten away with this for too long. Dealing with anyone at this company is a disgrace. My husband wanted me to escalate this back in XXXX, but I kept telling him to let them make it right. I should have listened to him because this is going on 6 months of no communication between the employees who work there, no communication between Freedom Mortgage and the customer, the employees do not seem to understand what they are doing, they all give you the runaround, they dont call you back, they dont communicate information, there are grave mistakes made. There are no notes on their website, any letter we have received from them comes an untimely two-three weeks after its dated. All of these conversations I have had with them are all well documented because they record every conversation. It says at the beginning of the call and I asked them because I have asked them to go through the recorded calls. They all seem to agree on one thing: that it was their error in the first place, but no one can do anything to help you. We have been patient enough and have given them the benefit of the doubt, but now we are escalating this in every way we possibly can.
Thank you,
XXXX XXXX
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| 01/05/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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To Whom It May Concern at Consumer Protection Financial Bureau : XX/XX/XXXX # XXXX I am writing in response to Freedom Mortgages ( FM ) statement from XXXX XXXX XXXX. I will use CSR for Customer Service Representative in my response.
I apologize to you for not getting back sooner, but I became ill and then went out of town over XXXX and I am just getting back on the computer and saw these emails from you all.
Lets start with the address he said I have on file. Perhaps a clerical error however I receive mail from FM at : XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX, FL XXXX. He states twice that my address is : XXXX XXXX XXXX XXXX How could this be? But this is what I am dealing with.
He states my phone number on record is XXXX. I spoke with XXXX # XXXX on XX/XX/XXXX, XXXX # XXXX on XX/XX/XXXX at XXXX, XXXX # XXXX ( late in XX/XX/XXXX ) and XXXX XXXX XXXX on XX/XX/XXXX and to each of these woman I gave my current phone number which you now have too. There were more CSRs I gave the new phone number to however I dont have them listed as it just became a sad joke to me and XXXX XXXX that they would NOT correct it. If you are willing to do a 3way call with me I would be happy to call their Customer Service Dept. again at XXXX, with you as a witness so you too can see what Im up against. FM states these calls are recorded so there is a trackable record that I have tried to correct this on numerous occasions. Several of these conversations took place at XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX XXXX, FL XXXX on speaker phone with XXXX XXXX XXXX as a witness and he can verify that I gave them my new phone number several times. XXXX XXXX may be reached at XXXX, or XXXX. I started making my calls to FM having a witness with me because they just blatantly lie. And I have the mentality that everyone is going to believe the huge corporation over me!
Next, I never gave them the work phone number of XXXX to FM, as that is my exhusbands work phone number and he is unable to take personal phone calls. I have only used that number a handful of times in the XXXX years we were married, for emergencies. FM took the liberty of putting that phone number on record themselves. And he is now retired so that number is not a good number anymore either.
Now, as to the comment, Please note that no court has the right to remove a divorced party from an obligation without joining the owner of the debt as a party to a lawsuit such as the divorce lawsuit. I dont understand what he means. XXXX and I are both the owners of the debt and we were both a party to the divorce lawsuit in which the Judge, XXXX and I agreed he would own the home in MI and I would own the condo in FL. I now have the Quit Claim Deed solely in my name for my condo. So, his language sounds like XXXX should be removed from the FM loan and the loan be put in my name solely because we were both joined in a lawsuit as owners of a debt that XXXX was removed from and I shouldnt have to refinance the loan. If for no other reason than common curtesy and for Customer Service, FM should put XXXX XXXX OR XXXX XXXX on all transactions they have with me.
As to his comment FM sent me a check for {$660.00} and I havent cashed it yet. Lets start with, the check FM sent to me and dated XX/XX/XXXX was in the amount of {$670.00} not {$660.00}, perhaps another clerical error or just another reason not to trust their math, and it was made out solely to XXXX XXXX and my name was not on the Pay to the Order of line at all ; no and or or was listed anywhere with my name on the Pay to the Order of : line. This is a typical stall tactic of FMs to keep money clients money. And, XXXX XXXX from XXXX XXXX was privy to that conversation with FM on XX/XX/XXXX at XXXX with a FM manager by the name of XXXX , on the XXXX XXXX phoneline. The FM customer service rep/manager stated for me to void the check and not cash it and they would reissue the check within 30 days from the date on the check, which is XX/XX/XXXX. I would have thought 30 days from XX/XX/XXXX when I placed the call but okay getting it reissued before XX/XX/XXXX works for me. I do not remember if the words stop payment were the exact words used, but if you listen to their recorded phone call the FM CSR/manager clearly understood the intent of the call and stated that they, in fact, would reissue the check with my name on the Pay to the Order of line on the check. Whether it would have and or or on the check the CSR didnt know and said there was no one I could talk to at FM to get this clarified/verified. I have NOT received the reissue yet and it is now XX/XX/XXXX. Again, and if for no other reason than common curtesy and for customer service, FM should put XXXX XXXX OR XXXX XXXX on all transactions they have with me.
Now to the financial part, I am glad he was honest and said he received {$560.00} in escrow when FM bought my loan, as I havent called XXXX XXXX at XXXX XXXX XXXX or XXXX to verify this yet. So thank you XXXX XXXX, for that as it is more than what I have on record so far.
FM received {$560.00} in escrow from XXXX XXXX when they bought the contract. Which included XX/XX/XXXX escrow.
So, starting XX/XX/XXXX they received Month Paid Month/Year Total Amount Principal Interest Escrow Late Charge Comments XX/XX/XXXX {$560.00} Transfer from XXXX to FM XX/XX/XXXX {$420.00} {$87.00} {$220.00} {$110.00} No problem ( NP ) XX/XX/XXXX {$420.00} {$88.00} {$220.00} {$110.00} Overcharge ( OC ) of {$.00} XX/XX/XXXX {$420.00} {$88.00} {$220.00} {$110.00} NP XX/XX/XXXX {$420.00} {$88.00} {$220.00} {$110.00} NP XX/XX/XXXX {$420.00} {$89.00} {$220.00} {$110.00} NP XX/XX/XXXX {$420.00} {$89.00} {$220.00} {$110.00} NP XX/XX/XXXX {$420.00} {$89.00} {$220.00} {$110.00} NP XX/XX/XXXX {$420.00} {$90.00} {$220.00} {$110.00} NP XX/XX/XXXX {$420.00} {$90.00} {$220.00} {$110.00} NP XX/XX/XXXX {$420.00} {$90.00} {$220.00} {$110.00} NP XX/XX/XXXX {$420.00} {$91.00} {$220.00} {$110.00} NP XX/XX/XXXX {$420.00} {$91.00} {$220.00} {$110.00} NP XX/XX/XXXX {$420.00} {$91.00} {$220.00} {$110.00} NP XX/XX/XXXX {$420.00} {$92.00} {$220.00} {$110.00} NP XX/XX/XXXX XX/XX/XXXX {$420.00} {$420.00} {$92.00} {$0.00} {$220.00} {$0.00} {$110.00} {$0.00} NP at first but then OC this is where the BIG PROBLEM BEGINS-the 2nd check they received in XX/XX/XXXX Should have been applied as my XX/XX/XXXX and they just kept it without giving me any credit, this is another {$420.00} I want reimbursed or put into the accounting correctly as my XX/XX/XXXX payment and all my accounting adjusted correctly from here.
XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX {$420.00} {$230.00} {$2200.00} {$220.00} {$0.00} {$0.00} {$220.00} {$0.00} {$0.00} {$390.00} {$0.00} {$2200.00} {$15.00} OC, This late fee of {$15.00} should be reimbursed as well because they had already received my XX/XX/XXXX payment at the end of XX/XX/XXXX. They intimidated me into making this payment.
They had the adacity to raise my mtg pymt at this point having taken in {$3800.00} these 2 months. Why did they take so much out in Principle? And they raised my mtg pymt at this point and made me pay an additional {$230.00} to catch up??? I have a 30 year FIXED RATE of {$310.00} a month. As well, they gave me no credit for it in principle or interest, where did this money go? Did it reduce my overall debit if I were to make a pymt in full on my account?
XX/XX/XXXX {$490.00} {$310.00} {$210.00} {$180.00} {$15.00} OC ; again I have a 30 year FIXED RATE CONTRACT I SIGNED ; INTEREST AND PRINCIPLE SHOULD NEVER EXCEED {$310.00}. They should reimburse this late charge too as they never credited my XX/XX/XXXX payment that I paid them at the end of XX/XX/XXXX.
XX/XX/XXXX {$510.00} {$110.00} {$210.00} {$180.00} OC, FM charged me {$320.00} in interest and principle. It should NEVER exceed {$310.00}.
XXXX {$490.00} {$95.00} {$210.00} {$180.00} OC, they never should have raised my mtg pymt.
XX/XX/XXXX {$490.00} {$95.00} {$210.00} {$180.00} OC XX/XX/XXXX {$490.00} {$95.00} {$210.00} {$180.00} OC XX/XX/XXXX {$490.00} {$96.00} {$210.00} {$180.00} OC XX/XX/XXXX {$490.00} {$96.00} {$210.00} {$180.00} OC XX/XX/XXXX {$490.00} {$96.00} {$210.00} {$180.00} OC XX/XX/XXXX {$490.00} {$97.00} {$210.00} {$180.00} OC XX/XX/XXXX {$490.00} {$97.00} {$210.00} {$180.00} OC XX/XX/XXXX {$490.00} {$97.00} {$210.00} {$180.00} OC XX/XX/XXXX So I have paid in {$6900.00} but the overcharges on principle and interest as well as the misapplied XX/XX/XXXX payment and the late charges should be reimbursed also because I have NEVER been late with a payment. {$510.00} {$98.00} {$210.00} {$200.00} OC XX/XX/XXXX {$310.00} $???? $???? {$0.00} NP, EXCEPT THEY STILL HAVE NOT REFUNDED ME ALL MY ESCROW and interest and principle now that I see where the problem started. THEY OVERCHARGED ME! FM still has not given me the amount owed for XX/XX/XXXX. I sent them the 30yr FIXED MTG RATE that I contracted on.
PAID OUT Month/Year Applied to : Amount XX/XX/XXXX Property Taxes {$1700.00} I did not know FM paid this XX/XX/XXXX Home Owners Ins {$660.00} XXXX Property Taxes {$1400.00} XX/XX/XXXX Home Owners Ins {$660.00} XXXX Property Taxes {$710.00} For a GRAND TOTAL OF {$5200.00} So looking at their books, I have paid into escrow alone {$6900.00} and they have paid out {$5200.00}, leaving in escrow alone {$1700.00}. They raised my mortgage payment and it should never have been raised. They misapplied my XX/XX/XXXX payment in the month of XX/XX/XXXX and its just hanging there in XX/XX/XXXX, where they applied 2 payments to XX/XX/XXXX and one was for XX/XX/XXXX and the other was for XX/XX/XXXX. So do they go back and do their books correctly or reimburse me the {$420.00}. Thats where all the problems start in their creative accounting and they took all of it in principal and interest. Nothing went to escrow. That all needs to be reimbursed along with the principle and interest. The 2 months that they charged me late payments, those late payments totaling {$31.00}, should be reimbursed because I have never been late. I dont even know how to do the math where they started the misapplication of payments back in XX/XX/XXXX. How do I recoup that with the interest and principal? When they raised my mortgage payment, FM did not give me enough notice in advance to get the payment in timely. Worse, they still havent told me what my payment is for XX/XX/XXXX and its the XXXX of the month now. I went ahead and sent them {$310.00} as that is what the contract states. XX/XX/XXXX was just crazy, FM put {$440.00} into my principal and interest and that is a FIXED 30 yr rate. I should be reimbursed {$130.00} for that overcharge for that month. Where did the {$230.00} go from XX/XX/XXXX ; it just says unapplied. Look at XX/XX/XXXX they took {$530.00} out in principal and interest ; that needs to be reimbursed in the amount of {$220.00}. In the month of XX/XX/XXXX they took {$320.00} in interest and principal ; they need to reimburse me {$16.00} for that month. So I am looking at their books they need to reimburse me at minimum {$2800.00} plus the interest on the money. The amount I came up with on my complaint was from a conversation I had with one of their CSRs that the money they had been putting in escrow was higher than what they showed you an accounting of on this paperwork they sent in.
ARE MORTGAGE COMPANIES REQUIRED BY LAW TO RETURN OVER PAID MONIES EACH YEAR????? I still have not received the check for this from last year or this year.
Attached or enclosed, you will find the printout FM sent the BBB in NJ of all payments made and how they said they applied them, or not applied them ; a copy of the NOTE for a 30 year FIXED RATE mortgage at 4.25 % making my payment to them {$310.00} monthly ; the XX/XX/XXXX billing letter showing how the money was being applied ; the letter saying they would let me know how much I owe them for XX/XX/XXXX ; a letter from XX/XX/XXXX stating my escrow has ended ( which is why I am paying them {$310.00} starting XX/XX/XXXX ) ; but I still have not received and a letter showing what they want me to pay ; and the voided check that was never cashed for {$670.00}.
Please help, Respectfully, XXXX XXXX
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| 02/23/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
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XX/XX/XXXX To Whom It May Concern : I am writing seeking intervention and a solution for a situation regarding the property at UNDISCLOSED Please see the timeline and issues outlined below.
In XX/XX/XXXX, my son and his wife sought to buy a home. His wife was able to gain approval for a loan as long as I was to cosign, which I was happy to do. My son had been in a car accident that resulted in over a month of in-patient intensive care and rehabilitation, as well as follow up rehabilitation and XXXX XXXXXXXX. The medical bills and rehabilitation affected his credit, resulting in the need for the cosign requirement.
We renovated the home in less than a month after the sale was final. The initial loan was approved by XXXX XXXXXXXX XXXX. Sometime after this, the loan was sold to Freedom Mortgage.
At the end of XX/XX/XXXX, the doctor for whom my son ( well call him XXXX XXXX and his wife had managed a medical office for determined it was time to close her office and retire, as a result of COVID concerns. This left both unemployed and seeking employment.
On XX/XX/XXXX, after knowing their house payment for XXXX and XXXX was late, my daughter-in-law ( well call her XXXX ) called Freedom Mortgage XXXX explained the situation, and sought advice. The representative for Freedom Mortgage told XXXX to go through the loss mitigation process. She said that because of the circumstances, and because XXXX had contacted them, that if they went through this process, they would essentially add the payments to the end of their loan and there would not be an impact to anyones credit. XXXX verified with the representative that the credit would not be impacted multiple times, and the representative assured that it would not be for the missed XXXX or XXXX payments or for any further missed payments. The representative also requested that they not make any further payments from the date of that conversation. The representative sent the initial paperwork to XXXX and assured XXXX that it would be approved.
On XX/XX/XXXX, XXXX and XXXX explained the situation to me and that Freedom Mortgage had confirmed no credit would be affected if they went through the process. I signed the paper to allow the process to continue.
On XX/XX/XXXX, XXXX was served with a letter from Freedom Mortgage, requesting payment. XXXX called them immediately. The representative apologized and said that their company should have caught it before it was sent. She told them to continue with filing the application and not making payments as, in order for it not to affect their credit, they needed to continue to go through the process. She verified that no credit would be affected.
On XX/XX/XXXX, XXXX called asking further questions about the application process and spent 21 minutes verifying the information that she still needed to collect.
XXXX XXXX emailed all loan documents that had been requested. These were sent to XXXX XXXX XXXX called as she had heard nothing from Freedom Mortgage. The representative said they could not find the application at all. XXXX forwarded the same email that was sent before as well as a few additions the representative said would be helpful. The representative did verify that they should continue not making payments, and credit would not be impacted as they were continuing the application process. Once again XXXX sent the documents to the same email.
XX/XX/XXXX, XXXX called again as she had not heard an update, as requested and been told she would receive. XXXX was transferred through departments, as they said they were missing documents, and spent 141 minutes mainly talking to Freedom Mortgage Loss-Mitigation Representative XXXX ( Badge number XXXX ), walking through the application page by page. XXXX asked why they had not included any of my financial information, for which XXXX explained our situation, and that she and XXXX did not rely on me for any part of the house payment. XXXX requested a letter saying that I have never had any part of paying for the house payment, which would solve this issue. XXXX also said there was a page missing from the application that was never sent, so she would mail it as part of another full packet. XXXX also wondered why XXXX was going through this process and why she had not sought COVID relief, which she certainly qualified for ; XXXX responded that they were just doing as advised by Freedom Mortgage. XXXX further verified that they should not make any payments and credit would not be impacted. XXXX asked if, when calling back, she could request XXXX 's help, which XXXX said was not possible. However, XXXX told XXXX to record her badge number and that she would vouch for the communication if there were continuing issues. She also assured XXXX that the application would be approved.
XXXX XXXX called Freedom Mortgage again as she had not received the packet that was to be sent. XXXX spent the majority of the 22 minutes with the representative as they looked for the needed page together online, which no one could locate. He requested a new packet be sent by mail. The representative did confirm they had the rest of the needed paperwork and credit would not be impacted.
XX/XX/XXXX XXXX received the packet. XXXX called and spent 22 mins asking questions, as well as once again filling out and submitting paperwork that had been submitted back in XXXX. They once again verified that credit would not be impacted.
On XX/XX/XXXX, I, cosigner, called Freedom Mortgage as I received notice that my credit score had dropped approximately 100 points. Being a XXXX & single mother, I have always been committed to maintaining a healthy credit score, yet I realize I took on the risk as a co-signer. However, after I talked to XXXX and XXXX, I called Freedom Mortgage seeking an explanation as to why my credit had been impacted. In the call that lasted 66 minutes, I first talked to B who said that I should pay to bring the account current, in the amount of {$2500.00}, as soon as possible. Of course, I knew in doing so, the process would be stopped, which then would, in fact, affect our credit. When asking her about this, as well as about the COVID mitigation options, she put me on hold and transferred me to XXXX, who could not answer my questions either. However, she did suggest our credit could be wiped clean at the end of the process. I asked if they do in fact record the calls, which she confirmed. I then asked if I could get copies of the recording or transcripts of them. She said rather than continue to keep me on the phone, a specialist in Oregon would listen to all of the recordings, go through all of the communications with XXXX, and send me an email that night to update me on what he had found. She also said he would call me at the same time the following day, which I confirmed would be a good time, to talk about the research done and to answer any questions I had. I did not receive an email and was available for the call the next evening, yet did not receive that either.
I waited another 24 hours for an email or call, but on the evening of XX/XX/XXXX, I again called to get my questions answered. XXXX, in loss mitigation, kept putting me on hold as she tried to figure out what was going on and sent me to an escalation specialist 57 minutes into the call. The manXXXX XXXX, was very evasive and tried using analogies and stories to avoid answering directly, which was quite confusing and honestly frustrating. When asked directly, he verified that anyone going through this process was told not to make payments, as a person would not need the process if they could make their payments. He did verify that Freedom Mortgage had all needed paperwork, but would not verify anything regarding credit, as he said we must be patient with the process to see what the results would be. When asked if I could get the phone recordings or transcripts, he denied the company had access to those records. When I asked to speak to anyone else, he said no one would be able to tell me anything different. I asked if there was an email I could send my concerns to, which he said would do no good. He insisted I had two choices : bring the account current or wait for the process to be concluded, which should be completed within a week. If I was not satisfied with these options, I could wait for the process to conclude and turn in a grievance at that point. This call, in total, was 99 minutes.
After this, I talked with XXXX and XXXX. We tried to find other ways to contact Freedom Mortgage and failed. We felt the only option we had was to continue to be patient with the process and trust that the company would follow through with what they had told us and had been recorded.
XXXX XXXX called as she received a letter that Freedom Mortgage needed more documents. She was told that they were missing half of the documents, even though the documents that were missing had been sent in the same emails as the documents the company did have. The representative XXXX was talking to did find all documents and said the underwriter had filed the documents in the wrong place. The representative verified they did add them together to make one file, so they could finish up the process quickly. XXXX forwarded the email of all the documents once again, just to be sure Freedom Mortgage had everything they needed. The representative on this call said they could not comment on credit, but that the person who specializes in credit would call XXXX within 24 hours, which did not happen.
XX/XX/XXXX, -- XXXX once again called Freedom Mortgage as she received a letter that documents were still needed. This call was 51 minutes. The man initially said they did not have the documents, but then was able to locate all documents ; he could not understand why they were reported as still missing. He also remarked that the documents were all in one email, so he was not sure why some were not received all along. He put XXXX on hold and contacted XXXX, an escalation specialist. When he returned to XXXX, he told her to once again send all document to the original email, as well as directly to XXXX. He instructed XXXX to call back the following week.
On XX/XX/XXXX, I received an email from XXXX XXXX, a company I have a credit card through, which said a Major Delinquency had been reported that impacted my credit score, which was again this issue.
Ultimately, this situation has not been handled well at all. We worry that we were advised and promised results that Freedom Mortgage will not be held to. We feel stuck as now that XXXX and XXXX are employed, they have still been advised to not make payments, which means they have been saving, but our credit has continued to be impacted. What if the application is denied or Freedom Mortgage seeks to foreclose?
Bottom line, information has been incomplete, and communication has been difficult and frustrating. Although some representatives have gone above and beyond to try to help, the disorganization and miscommunication in the company has greatly impacted us and our credit scores. My credit limits are decreasing, and my credit score has impacted other bills and loans that I have. This is extremely distressing, and no end is in sight.
We do have the emails and phone records that are attached showing our efforts to find a solution. We do not have proof of phone calls from XXXX XXXX as those bills are not reproduced yet, but we can provide them upon request. We are also eager to answer any questions regarding this matter. However, we ask for intervention now. We need the process completed and our credit restored. We also believe no one should have to go through the stress, frustration, and emotional exhaustion we have been put through. We hope that by reporting this to organizations with more control, others will not put through the same situation by dealing with a company that is inefficient and untrustworthy. If there is an organization better suited to helping us and others, please let us know that as well. We look forward to hearing from you in regards to this matter.
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| 03/16/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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FACTUAL BACKGROUND This loan was originated by my deceased brother, XXXX XXXX XXXX, who purchased the subject property at XXXX XXXX XXXX in XXXX, XXXX XXXX and who subsequently passed away on XX/XX/XXXX of XXXX. At the time of XXXX 's passing, the home this loan is attached to was left to me in The Last Will and Testament of XXXX XXXX XXXX, and also named me as the Executor of his estate. Soon thereafter I notified your company of my brothers passing, provided a copy of his official death certificate both by facsimile, and via the USPS, and therein provided my mailing address, and email address in which to provide all communication regarding this loan, as to protect both parties in this matter, and to maintain a written copy of said communication.
Soon thereafter I provided a notarized copy of the Letters Testamentary from the XXXX XXXX of XXXX XXXX, XXXX via facsimile and via USPS, and began making the payments on this note. In XXXX I reached out to Freedom Mortgage to make an arrangement to make three payments on the note which would bring the note current by an arranged date, and allow me to avoid taking money out of an investment account to bring the loan current immediately, which said agreement was agreed to over the phone by your company. Following through with the agreement I subsequently mailed three payments via the USPS prior to the date previously agreed to, but those checks were returned one month later, and dated as received well over three weeks after their documented mailing in the USPS. Therewith in your company initiated a foreclosure proceeding based on the created default on the note due to the apparent holding the checks for over three weeks, and then returning them to me as being untimely per the agreement, and soon thereafter a foreclosure process was initiated by your company and an assignment of The XXXX Firm as substitute trustee was performed.
During the next several months I requested the reinstatement amount required to bring the note current and cease the foreclosure process a minimum of fifteen times via letters sent USPS, emails directly to your company, and requests on phone calls made to my cellular phone, and the only response I was given was that " the information regarding the reinstatement amount would come from Freedom Mortgage 's substitute trustee and retained counsel, The XXXX Firm. '' When I contacted The XXXX Firm requesting the reinstatement information, and the amount required to legally reinstate the loan, I was instructed that The XXXX Firm did not create that information, and instead it would be sent directly from your company, a direct contradiction to everything I had been told for the previous two months by numerous Freedom Mortgage representatives.
Finally having exhausted almost all avenues, and threatening legal action to protect my rights, I chose to move forward using the financial numbers represented to bring the loan current, and as such reinstate the note contained in the XX/XX/XXXX mortgage statement. I then verified the information contained in the XXXX mortgage statement to be accurate as to the amount to cure the default and legally reinstate the note bringing it current, and verified that the {$1500.00} payment due for XX/XX/XXXX contained all legal fees incurred for the foreclosure process secondary to the created default on the note.
Quoting directly from that XXXX mortgage statement cited above, which was dated XX/XX/XXXX ; Recent account history : Payment due XX/XX/XXXX : Unpaid balance of {$910.00} Payment due XX/XX/XXXX : Unpaid balance of {$910.00} Payment due XX/XX/XXXX : Unpaid balance of {$930.00} Payment due XX/XX/XXXX : Unpaid balance of {$930.00} Payment due XX/XX/XXXX : Unpaid balance of {$930.00} Payment due XX/XX/XXXX : Unpaid balance of {$1500.00} Current payment due XX/XX/XXXX - {$910.00} Total {$7400.00} due. You must pay this amount to bring your loan current The aforementioned direct quotation of past due payments, and the currently due XXXX payment taken directly from the XX/XX/XXXX Mortgage statement, also affirmed as accurate by your representatives is attached as EXHIBIT A to submitted email as well as a printed copy to accompany this Notice of ( QWR ) and Notice of Error being mailed CMRR.
In response to this information, and reinstatement amount taken directly from the referenced XX/XX/XXXX Mortgage Statement, I obtained an Official Check drawn on one of my accounts at XXXX Bank for the total of XXXX XXXX, XXXX XXXX XXXX Dollars and XXXX XXXX Cents, ( {$8300.00} ) which fully complied with the reinstatement amount to pay all past due payment dates, and currently due XXXX payment, therewith bringing the note current, and legally reinstating it. This amount as referenced in the letter which accompanied the check also paid in full, prior to the due date, the XX/XX/XXXX payment, and also included an extra amount in the event there were any unreported, and not previously stated, purported fees as to assure no issues with the full legal reinstatement of the loan. Notice of the impending overnight mailing of the check to fully pay all past due monthly payments, pay the current payment, and pay the XXXX payment in advance was emailed to your company, dated XX/XX/XXXX, and mailed via USPS the same date, and is attached as EXHIBIT I, with the signature page being attached as EXHIBIT J.
Accompanying the referenced XXXX XXXX Official Check, number XXXX, signed by XXXX XXXX XXXX XXXX XXXX, and documented received by XXXX for your company after overnight delivery to the Fishers IN address, attached as EXHIBIT G, with the signature page attached as EXHIBIT H.
This notice sent overnight delivery via I ship at UPS, was documented to be received by your company. Furthermore a copy of the cancelled Official Check was obtained from XXXX Bank. The overnight package contained the Official Check and also contained a letter which stipulated that the accompanying check was for payment in full of the XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX payments which were past due, as well as the full amount of the current payment due for XX/XX/XXXX, and also was prepaying the XX/XX/XXXX payment prior to its due date, along with an additional amount as stated in the letter to cure any unknown, or not previously reported fees.
Therein, upon receipt of referenced check # XXXX in the form of an Official Check from XXXX XXXX, the loan at issue here, loan # XXXX was brought fully current as to all past due payments from XXXX of XXXX through XXXX of XXXX, as well as the current payment due for XX/XX/XXXX and as such was legally reinstated. Also at that time, the XX/XX/XXXX payment was paid prior to the due date, and an additional amount should have been placed toward the principal of the loan as there were no additional unreported fees at the time of the reinstatement.
Having just sent an Official Check which fully brought the loan current, and paid the XXXX payment prior to its due date, and to keep the note current and on time, on XX/XX/XXXX of XXXX I once again drafted funds from one of my XXXX XXXX accounts, and had another Official Check created by same which would be to satisfy the mortgage payments due XX/XX/XXXX and XX/XX/XXXX, and was subsequently mailed via USPS, attached as EXHIBIT D. This mailing of the XXXX and XXXX payments also contained a letter reflecting what due dates they were intended to satisfy.
Shortly after mailing the above referenced payments, along with the notice as to their description I received the XXXX mortgage statement, dated XX/XX/XXXX and it purported that the loan was now due for the amount of XXXX XXXX XXXX XXXX and XXXX XXXX Dollars and XXXX Cents, ( {$2700.00} ) which purported that the loan as of XX/XX/XXXX was forty nine ( 49 ) days late. I quote directly from the XXXX statement attached as EXHIBIT B below.
Recent Account History Payment due XX/XX/XXXX : Unpaid balance of {$910.00} Payment due XX/XX/XXXX : Unpaid balance of {$930.00} Current payment due - XX/XX/XXXX - {$900.00} Total {$2700.00} due. You must pay this amount to bring your loan current This mortgage statement was an attempt to bill me for the previously paid in full monthly notes for XXXX, and XXXX of XXXX, and even went as far as to add late fees to the previously paid monthly due dates. As evidenced above, and the Exhibits attached therewith, the only amount due at that time, and what should have been accurately reported on the XXXX mortgage statement was the XX/XX/XXXX payment. Therefore there were two payments previously made on this loan that should have been applied in a timely manner to the loan, and that are unaccounted for at the time of the XX/XX/XXXX statement, and appear to still be unaccounted for to this day.
The following month I received the XXXX mortgage statement dated XX/XX/XXXX, attached as EXHIBIT C, which still reported the unaccounted for previously verified payments for the due dates of XX/XX/XXXX, and XX/XX/XXXX, and the XXXX statement added additional late fees placed on previously paid loan due dates. Howbeit by this time the XX/XX/XXXX, and XXXX of XXXX payments had been received and documented as processed via XXXX Bank. Therefore at the time of receipt of the XX/XX/XXXX referenced check, which stipulated to, and directed the payments to be applied timely to the XX/XX/XXXX, and XXXX of XXXX payment dates, the loan was paid current, and due again until XX/XX/XXXX.
On XX/XX/XXXX of XXXX I once again drafted funds from one of my accounts at XXXX XXXX and created another Official Check to pay the XXXX, and XXXX of XXXX payments due on the loan. This check was also verified to have been processed via XXXX Bank, and the debit creating the check is attached as EXHIBIT E.
Recently I have received two communications from Freedom Mortgage, and this is my second answer within the past few days, and even more detailed in my response than the last one. The most recent mortgage statement dated XX/XX/XXXX, created well beyond the receipt of the Official Check from XXXX XXXX acquired on XX/XX/XXXX, and subsequently mailed via USPS, purports that the amount now due on the loan is XXXX XXXX XXXX XXXX XXXX XXXX Dollars and XXXX Cents, ( {$4500.00} ) and the statement, attached as EXHIBIT F. Quoting directly from the statement ; Recent Account History Payment due XX/XX/XXXX : Unpaid balance of {$950.00} Payment due XX/XX/XXXX : Unpaid balance of {$930.00} Payment due XX/XX/XXXX : Unpaid balance of {$900.00} Current payment due - XX/XX/XXXX - {$900.00} Total {$4500.00} due. You must pay this amount to bring your loan current This most recent statement once again attempts to bill me for the previously paid, and documented therewith months of XXXX, and XXXX, of XXXX, along with even more created fees based on the purported delinquency of previously paid monthly loan dates. This along with the correct current due date of XX/XX/XXXX.
This loan is paid in full through the XXXX of XXXX payment and is not even due until XX/XX/XXXX and direct evidence supporting that fact has been referenced here ONCE AGAIN, and is being produced as attachments to this notice as well. It is becoming apparent that your company is COMPLETELY unable to accurately accept, and apply payments, is fond, and consistent in creating late fees where none exists, and also defaults where none should have occurred, all generating additional profits from the assessments of late fees applied to payment due dates previously paid.
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| 02/10/2020 |
Yes |
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Web |
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We are making a formal complaint against Freedom Home Mortgage. They have mishandled our familys mortgage account, failed to pay taxes in time or in in full as required by RESPA, charged late fees for on-time payments, reversed payments after the mortgage was released, have given baseless information and reasons for their actions, and have failed to respond to Notice of Errors in a timely and accurate manner.
We sold this property in XX/XX/XXXX and found out 2 days before closing that Freedom had not paid taxes on time and in full for almost 2 years, accruing {$1000.00} in past due taxes. We had contacted them back in XX/XX/XXXX and they stated that they were responsible for the taxes that were delinquent and would pay them through their corporate account. We followed up with this issue in XX/XX/XXXX, XX/XX/XXXX, and in XX/XX/XXXX and was told that they would have it completed by XX/XX/XXXX. In XX/XX/XXXX we learned that they did not pay the taxes and put the taxes due into our payoff calculation. We contacted a " supervisor '' from the tax department named XXXX who refused to answer why they did not pay the taxes when they said they would. All she would say was that the account was paid in full and the taxes were paid to date. She made appointments with us that she did not meet and we left multiple voice mails and messages for her that she has yet to answer. We demand that they refund us the {$1000.00} in tax that they are responsible for.
While we were speaking with other Freedom " supervisors '' we also found out that they had made multiple errors in our account. They had scheduled a tax payment in XX/XX/XXXX ( that would have covered the delinquent taxes ) but reversed it and instead of placing these funds in escrow they put the refund towards XX/XX/XXXX and XX/XX/XXXX payments. They did not inform us of this so at closing we had paid all way up to XX/XX/XXXX and our payoff reflected this. We did not give permission for these amounts to be placed towards our monthly payments and they should not have made the monthly payments without informing us prior. We spoke with multiple supervisors to have the 2 months reversed to us as this was their error and our payoff also covered all the way up to XX/XX/XXXX. They agreed but they never refunded us those 2 months. We demand that they correct their mistake and refund us those 2 months as they had stated they would do this in XX/XX/XXXX.
Instead of refunding the payments we learned that Freedom reversed all the account activity in our account starting in XX/XX/XXXX until XX/XX/XXXX. They also reversed the payoff. They reversed the XX/XX/XXXX payment, did not reapply it, and then charged us a late fee. They made 2 extra payments in XX/XX/XXXX of {$690.00} and {$730.00} even though I had already made a payment of {$690.00} in XX/XX/XXXX. They reversed my payment in XX/XX/XXXX of {$690.00}, did not reapply it, made a payment of {$730.00}, and also charged a late fee. They reversed my mortgage payment that was made towards XX/XX/XXXX and place it into escrow instead of refunding this, despite our contract stating that funds would go towards the principle balance before escrow and us calling multiple times to demand this refund which they had agreed to in XX/XX/XXXX. They also did not refund the month of XX/XX/XXXX as we had demanded.
All together, they charged {$40.00} of late payment fees for the months that they reversed that we had paid, and they took this amount out of the payoff payment. All this activity was done after we received the mortgage release documents. I've attached our monthly mortgage statements to support this. A supervisor informed me that these were in-fact in our account activity and that a ticket would be made to address these issues. We called back about this a month later and was told that there was never a ticket made for the issues from that phone conversation. The notice of error that arrived after this stated that there were no errors made but did address the account activity that we had questioned.
At this time, we had our lawyer write a request for a meeting. This letter was never responded to. He then wrote a demand letter based on the information that we had compiled. The only response he received from this was a 3rd party authorization form. We had to contact them by email to demand that they send our letter to their legal department, which is standard procedure.
After this, we also found out that Freedom had reported us to the Credit Bureaus as being 2 months late on mortgage payments that they reversed after closing. It took 2 months for them to fix this issue. A " supervisor '' named XXXX XXXX was our main contact for this. He never made any of the appointments he set and since XX/XX/XXXX we have yet to hear a response back from the voicemails we left for him. We also left a voicemail with his supervisor that was never responded to.
In XX/XX/XXXX we received a response stating that the issues stemmed from the past owner owing taxes, which was completely false information. We sent in the tax records from the county to prove this and also verified with the title company that this was false. In XX/XX/XXXX, we sent in a response to their letter. Ive attached that to this complaint.
We spoke with another supervisor in XX/XX/XXXX when we were not able to get a hold of XXXX named XXXX. He was the one who told us to email a response to the letter. Since XX/XX/XXXX of this year we have not heard back from him. He also never met any of the call backs that he scheduled and has not responded to any voicemails that we have left for him. Despite stating that he worked from XXXX-XXXX each time we called him.
Despite dozens of phone calls since XX/XX/XXXX weve only received 4 responses from the Notice of Errors about these issues. All 4 responses are completely different, have incorrect information, and have not addressed all the issues. We've responded to 3 out of 4 of these in writing, demanding them to answer our questions and to correct their errors. We've also sent in information that has debunked their responses. It is confusing to us why they are recognizing their mistakes and errors and they tell us they will fix them over the phone but then when we get an official update they always state that they have not done anything wrong or found anything wrong despite their activity logs proving otherwise.
In XX/XX/XXXX the final response was supposed to be sent out but we did not receive it until XX/XX/XXXX. XXXX said that he had reached out to the legal department to ask that someone contact me as the response had incorrect information again. That never happened. We made multiple phone calls before someone emailed me the response letter. We were also told that the past 2 months of calls were not being noted in our account but were being discussed via email in the different departments.
The letter of response from the legal department on XX/XX/XXXX had yet again another reason as to why Freedom was not at fault and this time they were blaming the tax issues on the past mortgage company. This was signed by XXXX XXXX who based her response from information from the tax department, despite this department being the one who had made the errors in not paying taxes and misapplying funds in XX/XX/XXXX. The tax department also previously stated that there were no errors made and then later stated that the issues were due to past taxes owed by the previous owner, which are both baseless.
XXXX was now stating that the taxes werent paid at closing by the previous mortgage company, when they were paid correctly according to the closing documents, the title company, and the county. Their response was an issue that we had previously contacted them about in XX/XX/XXXX when they increased our monthly payments due to a shortage in escrow. At that time, Freedom did not state that there were any issues from closing. In their last response, they yet again did not answer any of the other questions that we had in our email. We called XXXX office and left a voicemail asking to speak with her and informing her that we were not satisfied by her response letter.
We called Freedom and spoke with another supervisor named XXXX who basically told us that everything we were saying was subjective despite the fact that all our information had been taken from everything that Freedom had given us. She scheduled a call back with us for XX/XX/XXXX that we have yet to receive.
We received a call back from XXXX XXXX on XX/XX/XXXX who stated that XXXX XXXX received our voicemail about the last response letter. XXXX started the call by stating that she was there to try to make sure she had a good understanding and that all issues had been resolved. By the end of the phone call she was talking over us, completely ignoring what we were saying, and then stated that nothing was probably going to come out of the phone conversation. She was telling us that we had to send in the other information that we were sharing because that was not in our notice of error communication, and we corrected her by stating that everything we were sharing was information included in our first letter sent last summer. She asked us to tell her the points that we still had questions about and we again had to reiterate the same exact issues we have been stating since XX/XX/XXXX. She also stated after 45 minutes on the phone that she wasnt actually going to be able to do anything.
Despite us stating that they hadnt done anything to resolve the problems and that they were still stating wrong information, she kept insisting that the issues had already been addressed. She stated that everything was paid accordingly and that the fees were paid by Freedom, which we kept correcting her about, as we had paid those fees out of our payoff. She insisted that Freedom covered the penalty and tax fees but we informed her that we have record and confirmation from the county that those were covered by the title company at closing as part of our payoff. Record that we had already sent Freedom in XX/XX/XXXX, that they apparently didnt do anything about. She also stated that she had no access to our full file despite stating at the beginning of the call that she had all the documents in front of her. She stated that we would be getting a response back at the end of XX/XX/XXXX and we have not heard anything at this point.
At this point, we have spent countless hours attempting to resolve this with Freedom who has just ignored the facts, have given us the around, and incorrect information for over a year. We are demanding, yet again, that they pay the taxes of {$1000.00} that they said was their responsibility back in XX/XX/XXXX. We are also demanding that they refund us the 1 month of mortgage payment that they reversed from our account, the mortgage payment in XX/XX/XXXX that they never reversed, and the {$40.00} in late fees that they added in XX/XX/XXXX. The account activity logs that they have sent us clearly show that they made these changes after our mortgage was released on XX/XX/XXXX. Activity that was done without our knowledge or consent.
Weve attached the mortgage records, response letters from Freedom, our letters and emails to Freedom, the tax records, and the account activity log. We also have recorded phone conversations from the past year that we can provide if needed. We would like this resolved as soon as possible as we have been demanding them to fix their mistakes since XX/XX/XXXX.
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| 05/05/2020 |
Yes |
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- Trouble during payment process
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Web |
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I. BACKGROUND On or about XX/XX/2020 : I used Freedom Mortgage 's ( " Freedom '' ) website to submit a request for the 180 days, COVID-19 forbearance required by HUD. I was instructed that I would need to submit a Freedom-created, COVID-19 Hardship Attestation form ( Attestation form ) in order to be considered for the program.
XX/XX/2020 : I sent Freedom Mortgage a completed copy of its required Attestation form via email. I also provided them with a copy of the U.S, Department of Housing and Urban Developments ( HUD ) XX/XX/2020 Mortgagee Letter XXXX ( Mortgagee Letter ), and requested that I be allowed to utilize the COVID-19 National Emergency Standalone Partial Claim for repayment, as I will ostensibly meet all eligibility requirements contained in the Mortgagee Letter ( I already meet the occupancy and currentness criteria, leaving only my claim of ability to resume on-time mortgage payments ).
In a letter from Freedom, dated XX/XX/2020, the company informed me that they received the Attestation form and that I would receive the terms of my Forbearance Plan within 14 days of receipt of that letter. The letter then went on to explain that I may receive a Forbearance Plan of up to 180 days and that there is not an automatic payment deferment or loan modification at the end of the forbearance period and that action would be required on my part.
Then, in two separate letters/agreements, from Freedom, both dated XX/XX/2020, I was told that I had been approved for a Forbearance Plan. One of the letters/agreements states that under the Forbearance Plan, my mortgage payments are temporarily suspended until XX/XX/2020. The other letter/agreement, which is otherwise virtually identical to the aforementioned, states that my monthly mortgage payments are only suspended until XX/XX/2020. Both letters/agreements state, The terms of your mortgage will not change during the forbearance period. As a result of not making any payments during the term of the forbearance plan, you will become delinquent on your mortgage and your credit score may be impacted.
Both letters/agreements also require that one or more inspections will be conducted to determine the physical condition of the property, as part of the next steps and potential solutions.
Both letters/agreements also state that, depending on investor requirements you may be required to provide a complete loss mitigation assistance application at the conclusion of your Forbearance Plan.
Both letters/agreements include a signature page whereby we, the homeowners, are expected to sign and accept the terms of the letter/agreement.
It is my contention and concern that Freedom is not in compliance with HUDs rules and instructions regarding the execution of the COVID-19 forbearance.
II. HUD Rules and Guidance In pertinent part, the aforementioned Mortgagee letter provides the following : If a Borrower is experiencing a financial hardship negatively impacting their ability to make on-time Mortgage Payments due to the COVID-19 National Emergency and makes a request for a forbearance, the Mortgagee must offer the Borrower a forbearance, which allows for one or more periods of reduced or suspended payments without specific terms of repayment.
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Any Borrower who is granted a Forbearance for Borrowers Affected by the COVID-19 National Emergency and is otherwise performing as agreed is not considered to be delinquent for purposes of credit reporting. FHA requires Servicers to comply with the credit reporting requirements of the Fair Credit Reporting Act ( FCRA ) ; however, FHA encourages Servicers to consider the impacts of the COVID-19 National Emergency on Borrowers financial situations and any flexibilities a Servicer may have under the FCRA when taking any negative credit reporting actions.
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... Eligibility for COVID-19 National Emergency Standalone Partial Claim : The Mortgagee must ensure the following eligibility requirements are met : The Mortgage was current or less than 30 Days past due as of XX/XX/2020.
The Borrower indicates they have the ability to resume making on-time mortgage payments.
The Property is owner-occupied.
In HUDs COVID-19 Questions and Answers ( HUD Q & A ) Last revised : XX/XX/2020, available online at https : //www.hud.gov/sites/dfiles/SFH/documents/SFH_COVID_19_QA.pdf, the following is provided : Q. What documentation is required to prove the borrower has financial hardship due to COVID-19?
A. No documentation is required to prove financial hardship due to the COVID-19 National Emergency. Mortgagees must offer borrowers experiencing financial hardship due, directly or indirectly, to the COVID-19 National Emergency a COVID-19 Forbearance upon borrower request.
Q. Mortgagee LetterXX/XX/XXXX includes a COVID-19 Forbearance. How is this forbearance different than the informal and formal Forbearance from HUDs Priority Waterfall?
A. The COVID-19 National Emergency forbearance is not a written agreement ; it must be approved, upon borrower request, for up to six months and extended up to an additional six months, upon borrower request. The COVID-19 Forbearance may only be offered under the guidance for this COVID-19 National Emergency.
Q. Will the monthly mortgage payments that are reduced or suspended under a COVID-19 Forbearance need to be repaid?
A. Yes. A borrower who receives a COVID-19 Forbearance is responsible for repaying the suspended mortgage payments or the balance of reduced mortgage payments. Mortgagees must offer eligible borrowers the COVID-19 Standalone Partial Claim. For those that do not qualify, Mortgagees must offer the standard FHA Loss Mitigation Options to assist in making these payments as outlined in the Single Family Housing Policy Handbook 4000.1, Section III.A.2.k HUDs Loss Mitigation Options. All late charges, fees, and penalties must be waived as long as the borrower is on a COVID-19 Forbearance Plan In HUDs If You Need Assistance in Making Your Mortgage Payments, Help is Available Q & A ( Last Updated : XX/XX/2020 ), available online at https : //www.hud.gov/sites/dfiles/SFH/documents/COVID-19HomeownerHelp.pdf the following : I am having trouble making my mortgage payment due to the impacts of the COVID-19 National Emergency. Do I need to provide my servicer with documentation to prove I need forbearance?
A. FHA servicers will ask you to confirm that you are having a financial hardship, either directly or indirectly, due to the COVID-19 National Emergency in order to qualify for a COVID-19 Forbearance, but will not require that you supply any documents.
III. Issues and Analysis 1 ) Freedom can not require its Attestation form, Forbearance Plan agreement execution, physical inspections, and/or loss mitigation assistance application at conclusion of the forbearance plan depending on investor requirements as conditions or terms of granting the COVID-19 forbearance.
The Mortgagee letter and the HUD Q & A state that No documentation is required to prove financial hardship due to the COVID-19 National Emergency. Mortgagees must offer borrowers experiencing financial hardship due, directly or indirectly, to the COVID-19 National Emergency a COVID-19 Forbearance upon borrower request. Further, the HUD Q & A also provides that The COVID-19 National Emergency forbearance is not a written agreement ; it must be approved, upon borrower request, for up to six months and extended up to an additional six months, upon borrower request. The COVID-19 Forbearance may only be offered under the guidance for this COVID-19 National Emergency.
Nonetheless, Freedom required a financial hardship form and a subsequent agreement be executed before granting the forbearance. Additionally, in the terms of that agreement, Freedom also requires physical inspections, and loss mitigation assistance application at conclusion of the forbearance plan depending on investor requirements 2 ) Freedom sent two letters/agreements, one with incorrect forbearance length. Despite my request for the 180 days, Freedom either intentionally or negligently sent duplicate letters/agreements, one of which only allowed 90 days forbearance. I am uncertain which is being pursued by Freedom.
3 ) Freedom has thus far ignored my request for consideration of the COVID-19 National Emergency Standalone Partial Claim as an option for repayment after the forbearance period ends. Freedom is either intentionally or negligently omitting any information or reference relating to COVID-19 National Emergency Standalone Partial Claim in its letters/agreements, despite the fact that we already meet two of the three criteria required for eligibility, the third being the indication that we are ready or have the ability to resume on-time mortgage payments.
4 ) Freedom can not state, as it did in its letter/agreement, that we will become delinquent and our credit score may be impacted in the manner in which they have. The Mortgagee letter is very specific on this subject, providing, Any Borrower who is granted a Forbearance for Borrowers Affected by the COVID-19 National Emergency and is otherwise performing as agreed is not considered to be delinquent for purposes of credit reporting.
Freedom used an asterisk near its credit reporting statement that connects the reader to another section in which it contradicts the former statement, advising that they will not furnish delinquency information during the forbearance period, but will furnish information about the Forbearance Plan to the credit reporting agencies in accordance with the relevant law. However, immediately following that sentence, with all caps and bold lettering for emphasis, Freedom states, CREDIT SCORING COMPANIES MAY CONSIDER WHETHER THERE IS AN INCREASED CREDIT RISK DUE TO LACK OF REPORTING. WE ARE UNCERTAIN AS TO THE IMPACT ON YOUR CREDIT SCORE, PARTICULARLY IF YOU ARE CURRENT ON YOUR MORTGAGE OR OTHERWISE HAVE A GOOD CREDIT SCORE. This, combined with the previous contradictory, and blatantly non-compliant statement regarding delinquency, appears to be an intentional attempt to confuse and deter borrowers from utilizing the legally prescribed COVID-19 forbearance by creating unnecessary anxiety and apprehension through the use of stylistic writing.
IV. Request for Remediation/Relief Pursuant to the authority and claims included above, I respectfully request that Freedom Mortgage grant the COVID-19 forbearance to me and my spouse without mandating any agreement be entered into ; and that Freedom acknowledges the COVID-19 National Emergency Standalone Partial Claim as a legitimate option for my repayment after forbearance end and/or upon my advising them of my ability to resume making on-time monthly mortgage payments.
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| 03/26/2021 |
Yes |
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- Trouble during payment process
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Web |
Older American, Servicemember |
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I bought a home in XXXX Fl with a VA loan XXXX of XXXX thru XXXX XXXX. Due to Covid I was forced to use the forbearance program for five months from May- XX/XX/XXXX ; because when I arrived in Florida on XX/XX/XXXX everything was immediately shut down and this adversely affected our business.
In XXXX I asked for the forbearance due to shut down. From XXXX of XXXX until XXXX I took the forbearance program and in XX/XX/XXXX XXXXXXXX XXXX offered me a loan modification of which I accepted. ( see supportive docs ) I was to make three trial payments for the starting in XX/XX/XXXX and ending in XX/XX/XXXX. Once all three payments were made, the modification was to be finalized.
I made XXXX and XXXX payments to XXXX and then my loan was transferred to Freedom Mortgage to be the new servicer.
Both XXXX and XXXX payments were transferred by XXXX to Freedom and I made XX/XX/XXXX payment directly to Freedom.
I received a welcoming letter from Freedom and then started receiving multiple notifications that had numerous errors regarding how much was owed not only in payments but in escrow account.
This began my phone, email, mail and upload communication with Freedom to not only resolve the incorrect information, but to get updates on when the modification would be finalized.
I have had multiple phone conversations ; each time with a different representative because they will not allow you to speak to the same person twice. In each of these conversations the story from the Freedom representative changed from the previous rep. ( see call log ). From being told I would receive my loan modification documents the first week of XX/XX/XXXX, to it would take 30-45 days from last trial payment, to the docs are ready to send and you will receive them by such or such date.
Many times because I complained about getting a different story each time I called ; the rep I spoke too promised to call me back with updates. None of those promises of a call back were kept, until one last week.
As of today, over 180 days since I started my trial modification and over 90 days since my last trial payment ; my modification has not been finalized and I have received no such documents as previously promised.
I have been on the phone weekly and all they tell us that it is still in process. There has been supervisor who gave us an actual date, neither of those promises were kept.
After the trial payments were complete, I sent a payment to make up the difference between the trial payments and the original loan payment ; as well as full payment for XXXX, XXXX and XX/XX/XXXX.
Each month I am sometimes told I dont have to make a payment, or I have to make a payment in any amount or I have to make full payment, while my modification is continually delayed.
The last story from XXXX on or about the XXXX of XXXX I was told my modification was in QA and would be finalized by XX/XX/XXXX and he would call me with an update on XX/XX/XXXX. He was the first that actually kept his promise to call. Yet, I missed the call due to my phone not being charged.
I called him back the following morning of the XXXX and were not able to speak with him. Yet once again the rep I spoke to told me that docs were in QA and to make my payment. I insisted on talking to XXXX to learn why the docs were not completed by the XXXX of XXXX as he stated and was only told he would call me back next week.
And the saga continues. I am told a different story each time I call, no one will back up any statements they make with an email. ( truly suspect ) and I am left with no resolve despite me diligently following the terms of my agreement.
I spoke to VA representative, XXXX XXXX, number XXXX and Ms. XXXX in late XXXX and she called and emailed Freedom and was told something would be done by the following week. So she was lied to as well.
There are multiple bad reviews regarding Freedom Mtg ; all with the same or very similar complaints as mine and sharing same behavior of the representatives.
I did not originate my loan with Freedom and would never have. My loan was transferred from XXXX to Freedom even though I was told upon origination of the loan that XXXX would remain the servicer of the loan.
So my complaint although mostly about Freedom Mtg is also about XXXX transferring the loan in the middle of a trial period to a lender who has yet to follow through with the agreement.
Besides the multiple bad reviews on Freedom mortgage. I have been advised by other loan companies that this kind of practice is probably fraudulent. The refusal to back up in writing what they say or promise and the refusal to speak to the same person, as well as holding me XXXX by continuing to delay an agreement I already signed for a loan modification. Freedom mortgage is benefitting from a much higher interest rate of the original loan at 3.25 % as opposed to the rate offered in the modification of 2.25 % and even lower rates that have been available during the last 180 days ; is typical of a fraudulent organization. They are causing me to possible lose out on a fast track lower interest rate VA refinance ; as this can not be done until the modification has been completed.
Reviews https : XXXX https : XXXX ***************************************************************** Call Log XX/XX/XXXX Called in response to letter containing incorrect figures Asked for XXXX who was stated to be our single point rep. XXXX not available Spoke with XXXX XXXX assures us modification was approved, final docs being prepared and would receive by the 1st week of XX/XX/XXXX We asked her to send us an email confirming what she said, she refused, XX/XX/XXXX Spoke with XXXX first and transferred to XXXX Explain to XXXX in account resolution ; regarding additional incorrect figures regarding amt owed were incorrect and Summer had not corrected as promised.
XXXX explains all funds we sent would be applied to the info for the final modification and should receive final modification docs in XX/XX/XXXX XX/XX/XXXX No docs received.
Called and spoke with XXXX to get update on final modification docs that were not received as XXXX and XXXX promised. And to find out why the total owed figure was still not corrected as XXXX promised to do.
XXXX said she would correct figures that XXXX had not and that she would send an immediate request to underwriting for final approval and to order documents.
She assured us that Freedom would honor the Loan Modification agreement between me and XXXX and said Freedom would do whatever they could to make sure the interest rate was lower than original loan to make it affordable. She also explained we were protected by RESPA and said she would call us back in the evening with an update.
She never called back.
XX/XX/XXXX XXXX XXXX EST Spoke with XXXX to find out status of Loan modification documents.
She had to transfer us to a single point representative at XXXX XXXX We were transferred to XXXX employee # XXXX in loss mitigation dept.
XXXX said docs still not completed, advised us to continue making payments and said the final docs would be sent to us within 30-45 days of our final trial payment on XX/XX/XXXX.
We explain we are sick of getting a different story each time we call and XXXX transfers us to a manager at XXXX XXXX EST Transferred to Ms XXXX employee number or extension XXXX Ms XXXX explains again it can take 30-45 days from final trial payment of XX/XX/XXXX. She states the docs are being worked on and we should continue to make payments We asked her to give us the amount to bring all trial payments up to same amount of regular payments. Told us {$95.00} XXXX
She advised we could make any amount of a payment and still be protected. Made a payment of {$95.00} on XX/XX/XXXX to bring the amount they were holding in limbo equal to a full payment so it could be applied to amount owed ; as well as the full XX/XX/XXXX payment of {$1700.00} on XX/XX/XXXX as to bring us current.
We called and spoke with XXXX and he said loan modification should be done 30-45 days from XX/XX/XXXX.
This was yet a different story from all the other stories we were told.
XX/XX/XXXX We tried to first make the XX/XX/XXXX payment online by logging into our account. The site was not functioning.
We called and spoke with XXXX. And made the payment by phone.
XXXX XXXX Contacted VA for assistance with Freedom Mtg Spoke with XXXX XXXX, she contacted Freedom by email and by phone.
They told her we should have something by next week.
We never received anything.
VA Numbers XXXX USE THIS NUMBER XXXX XXXX XX/XX/XXXX Employee # XXXX XXXX.
Spoke with XXXX and she said loan modification.
Should be completed by Wednesday XXXX.
Main office is in NJ XXXX XXXX XXXX XXXX XXXX transferred us to Supervisor XXXX # XXXX Said documents had to be completed within 10 days from XX/XX/XXXX.
XXXX said he will call on XXXX.
And we were supposed to have documents to us by XX/XX/XXXX.
Supervisor XXXX assured us he was sorry we were given so many different stories and he was different from the rest and he would make sure our concerns were handled and the Documents would be expedited.
He never called even though he promised over and over.
XX/XX/XXXX Manager XXXX XXXX Id XXXX told ua docs were in QA Were told 5 to 7 ( business days ) from the XXXX we should have our documents. He ( XXXX ) will call on Wed XXXX no later than XXXX Eastern. Also he will send a msg to XXXX to call us.
XX/XX/XXXX XXXX called late in the day, we missed the call.
We did not receive any docs as XXXX had stated.
XX/XX/XXXX. Called asked for XXXX and he was unavailable ( of course ) and talked to XXXX # XXXX She read XXXX notes to us that he had left for when we returned his call. XXXX said make your payment for XXXX ; the docs were still in QA and Once again said XXXX would call next week Once again I explained no one gives us a straight answer or they pretend to and no follow thru.
It is over 180 days from the beginning of the modification trial and over 90 days from our last trial payment on XX/XX/XXXX.
Payments made to honor our end or agreement signed XXXX XX/XX/XXXX trial period XXXX XX/XX/XXXX trial period XXXX XX/XX/XXXX trial period XXXX. XXXX XX/XX/XXXX ( to make up difference of trial payments vs original loan payments. ) XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX ( we made this payment later as we were expecting the loan docs as XXXX promised and did not want to confuse the figures once the documents were finalized.
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| 03/11/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XX/XX/XXXX I received notice from my homeowner 's insurance company that my policy premium was past due, unpaid by my lender, Freedom Mortgage. My policy was due on XX/XX/XXXX and this was the first I was notified of as much.
I contacted XXXX XXXX Insurance who indicated that they attempted to follow-up with Freedom Mortgage, as the party who assumed my mortgage loan in the fall of XXXX, on multiple occasions, including XX/XX/XXXX to determine if/when Freedom would pay my premiums ( XXXX Mortgage paid my premiums in a timely fashion on the XXXX of XXXX faithfully for XXXX years ). XXXX indicated as well that my policy declaration was sent at the beginning of XX/XX/XXXX as per usual. XXXX they stated she would emailed the policy declaration to Freedom Mortgage again to the contact information she was provided ; she forwarded the same declaration information to me and I sent it to the email contact address XXXX was using. At that time, I also called Freedom Mortgage myself to attempt to understand why they failed to meet their fiduciary duty in paying my insurance premium. I spoke with XXXX in Customer Care, who transferred me to XXXX, who transferred me to XXXX in the " insurance department. '' XXXX indicated that they had tried to contact XXXX XXXX on XX/XX/XXXX and received no action on my policy. XXXX then asked that the policy information be uploaded to the mycoverageinfo.com/agent link. I called XXXX XXXX back and let them know of the website address and was informed that policy information was emailed not uploaded.
When the email I sent was returned undeliverable to the address XXXX XXXX had, I forwarded the content and policy declaration to Freedom Mortgage 's Customer Care email address from their website ; I received confirmation of receipt from that address on Saturday XX/XX/XXXX.
On Monday XX/XX/XXXX, I contacted XXXX XXXX again to ascertain whether Freedom Mortgage had taken care of paying my insurance premiums. XXXX XXXX still had not heard from Freedom Mortgage about this matter. The call was disconnected, and I then called Freedom Mortgage. XXXX, with Freedom Mortgage transferred me to XXXX. When I explained that matter to XXXX, she explained that processing policies through email would take 2 - 5 business days. XXXX asked that I take a screen shot of the declaration page of my policy and upload it to mycoverageinfo.com/freedom. This information was different than the information I received on XX/XX/XXXX. Moreover, she also said this method of transmitting policy information would also take 2 - 5 business days.
Keep in mind that XXXX has had no issues contacting me, upon transfer of my mortgage to their business, to try and sell me a new lower rate mortgage. They called 2 - 3 times a day, multiple days a week, despite my letting them know that if I were interested in reducing my interest rate, I would contact them. They also had no issues send me a contract to sign to reduce my interest rate without my request or consent. But they did not and could not reach out and let me know they had not received the information they needed to pay my homeowner 's insurance and that the coverage was otherwise going to lapse. It was XXXX XXXX that let me know of this dire circumstance first.
Nonetheless, on XX/XX/XXXX, rather than taking screen shots, I discovered, when I went to the website address provided by XXXX, that the entire policy declaration document could be uploaded to XXXX. So, I downloaded the current policy declaration document from my XXXX XXXX account and uploaded it to the website XXXX provided. I received confirmation that the document was received as the site indicated " Policy Submitted & Under Review. '' I also received an email from XXXX confirming receipt of the uploaded information.
XXXX XXXXXX/XX/XXXX, I contacted Freedom Mortgage to follow-up on their receipt of my policy declaration. The recording on the number provided by their website, XXXX stated 1 ) the policy information was " successfully processed. '' Then, 2 ) my policy expired on XXXX and to avoid Freedom acquiring coverage for me at a higher rate, I needed to upload a copy of my current policy as no information was received ; moreover, there was no current history of payment. - What?!
So, I talked with XXXX at Freedom Mortgage. I explained why I was calling, and XXXX started by being concerned about updating my telephone number ; I had done that on Monday on the mycoverage website ; she indicated that I needed to do that on the main website. When I reiterated the purpose of my call and the fact that I found it more imperative that this issue with my homeowner 's insurance be taken care of more so than my telephone number, she stated I needed to upload my policy declaration. I explained that I had. She then indicated that the information Freedom received was out-of-date. I explained it was not as I looked at the information received from XXXX XXXX via email and the declaration on my XXXX XXXX account online. XXXX then wanted to know what mortgage company was declared. It is Freedom Mortgage. XXXX then, finally, attempted to contact XXXX XXXX. After only four minutes of hold time, she came back and indicated that she could not hold any longer and that I would need to contact XXXX XXXX myself to resolve this matter. I explained to her that Freedom Mortgage has a fiduciary duty to manage this matter on my behalf since they are the company that assumed my mortgage. She was not willing to be of further assistance, recognizing that I was frustrated, she could not hold any longer.
I contacted XXXX at XXXX XXXX. I explained the dilemma I was experiencing with Freedom Mortgage and he too recommended that I upload the policy declaration. I explained that I had, that I had received confirmation of receipt, and that Freedom was not seeing the information, was stating it was outdated information, etc. While XXXX was willing to help, he indicated he could not conference Freedom Mortgage into the call ( although XXXX had suggested on XX/XX/XXXX that calls with lenders could be ). I was able to conference XXXX into the conversation with XXXX, however, and we spoke with XXXX. XXXX was faxing the information to Freedom and, in the conversation, I let XXXX know that I had uploaded the policy declaration was well on Monday, XX/XX/XXXX. She put us on hold to look to see if the declaration was uploaded and she came back stating she had it in hand. She had the correct premium rate and stated that the policy would be paid in full, would be put in the mail tomorrow, XX/XX/XXXX, and for XXXX XXXX to expect receipt of full payment in 7 - 10 business days.
While this debacle appears to be resolved now, I remain concerned.
1 ) When Freedom Mortgage assumed my loan from XXXX in the fall of XXXX, I had difficulties getting my mortgage payment paid to them in a timely manner ; that has since reflected on my credit report. The late payment was not due to negligence on my part, it was on their part. That reflection remains there despite the lack of Freedom having my account information available online or by phone when they assumed the loan.
2 ) Freedom Mortgage hounded me for weeks, almost a full month, to refinance my mortgage with them despite my not being interested and indicating, multiple times, that if I changed my mind, I would contact them. They had my contact information and had no problem contacting me, emailing me, and sending me a contract I did not request in the mail.
3 ) When accounted to manage my escrow account to pay my homeowner 's insurance, I hear nothing from them. Not a phone call. Not an email. And, when mentioned to those I have talked with since Friday, XXXX, XXXX, no one indicated then that Freedom had attempted to reach out until today when XXXX said that a letter was sent to me on XX/XX/XXXX. I have not received this letter yet, as of XX/XX/XXXX. Furthermore, sending me this notice after I contacted XXXX on XX/XX/XXXX, seems pointless as does the fact that that letter was sent two days after Freedom failed to send payment to XXXX XXXX - the party they are supposed to make payment to on my behalf. And, clearly, they have that contact information as XXXX contacted them today.
4 ) XXXX also indicated that Freedom had attempted to reach out to XXXX on XX/XX/XXXX. No other representative with Freedom indicated as much. Both XXXX and XXXX indicated the last attempt to contact XXXX XXXX made by Freedom Mortgage was XX/XX/XXXX. XXXX then said she could read all the notes to me ; please, I just want my homeowner 's insurance paid out of the escrow account Freedom Mortgage assumed responsibility of in the fall of XXXX. My attempts to rectify this matter have fallen on deaf ears and Freedom has left me to take care of this circumstance without taking accountability.
5 ) I am duly concerned that this payment will not be mailed tomorrow and that I will again have to continue to follow-up with an organization that clearly is inept meeting their fiduciary duties. In fact, when looking at my escrow account, they have failed to account for increases in premiums and taxation, unlike XXXX. Therefore, it is with great concern, when told that my homeowner 's policy will be paid in full, that still submit this complaint as I fail to see how Freedom Mortgage will effectively meet these and the other fiduciary duties they have on my behalf without this entity causing further negative impact to me as their consumer ; I did not choose Freedom Mortgage and they have failed to demonstrate how they have my best interests in mind when handling this circumstance. Therefore, I anticipate that I will continue to have to face an uphill struggle to ensure that my home and the security of my home are protected from the very company that is responsible for supporting me in doing so.
Thus, I ask that others be made aware of these struggles and that remedies be made on behalf of myself and other consumers who endure the disconnected irresponsibility of a mortgage company who fails to effectively manage mortgages. I have had nothing but poor experiences with Freedom Mortgage since this past fall, apart from interactions with XXXX ; I fear I will continue to have poor experiences with this business as I wait out the next seven to ten business days.
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| 06/10/2018 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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Our home was flooded in XX/XX/XXXX, and deemed a category 3 damage - meaning it involved human waste material. The mitigation and insurance payment process was fast efficient and yielded total payment for reconstruction ( after the mitigation and environmental clearance assessment were paid directly ) of {$48000.00}. There is a subsequent payment enroute for {$31000.00}, because we had a hand made custom backsplash in our kitchen.
Freedom Mortgage has been holding {$48000.00} of our money - and not releasing it - since XX/XX/XXXX, per our insurance company. Freedom Mortgage ' subcontracting firm ( XXXX ) website has reflected this information. It took me researching to track down the email address for the CEO, XXXX XXXX, and sending him an email on Tues XX/XX/XXXX followed by leaving him a voicemail on the morning of XX/XX/XXXX ( extenstion XXXX as of that date, which has been changed to XXXX XXXX and XXXX is no longer available by phone index as of Fri XX/XX/XXXX ) to get any response at all.
This is creating a financial hardship for us, because in order to keep our home reconstruction going, we have had to order supplies out of pocket, exceeding {$10000.00} - including toilet replacement, as we had no functional toilets at one point.
I have pointed out to everyone possible that this actually a life and death situation, as my husband has XXXX XXXX XXXX XXXXXXXX XXXX XXXX, and the exposure to dust has created an explosion of XXXX in both of his XXXX since XX/XX/XXXX. We have XXXX and XXXX XXXX scan ( XXXX XXXX XXXX ) test results to show this. He was stabilized and removed from his XXXX XXXX in XX/XX/XXXX, and now we have had to seek out second opinions out of state to understand what the XXXX XXXX is that living in this home in this state has created. This furthers our financial hardship with the travel to and from the XXXX XXXX XXXX ( XXXX ) in UT, lost income with his inability to work as a primary care practitioner which also means paying someone to cover his patients while away. In fact, he has been scheduled for 3 XXXX which have been deemed " XXXX '' by the XXXX, because his medical team is extremely concerned about how quickly and continuously the spread has occurred in his XXXX.
We have enough XXXX with my husband 's health that we do not need this additional XXXX XXXX XXXX and financial damage. It is flat out theft that Freedom Mortgage is holding this money right now, because all documentation has been provided to them multiple times - a topic I will come back to.
The initial documentation was sent to, whom I thought was XXXX mortgage ' insurance loss management team. The reason I say XXXX is that I never received a goodbye letter from them, nor a hello / welcome letter from Freedom Mortgage. The only time I had spoken with, what I know now is a different mortgage company, is twice since XX/XX/XXXX, I have received a letter saying that the mortgage payment was late and when I called, was told it was going to hit my credit, unless I paid it immediately. The reason seemed understandable : the account number had changed, and so the money went to the wrong account. HOWEVER, it is noteworthy that, not only had I paid XXXX for XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX, but I have also paid Freedom Mortgage for XX/XX/XXXX, XX/XX/XXXX. Further financial hardship to be on a single income since XX/XX/XXXX, and be paying multiple mortgage payments.
This begs the additional question of : where are our excess mortgage payments, that are recorded with outputs from our XXXX XXXX account on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX?
We have had to put many things on credit cards, had to liquidate a 401K - something which will involve a large penalty - because of this flood, just to stay afloat and keep bills paid ( including double mortgage payments ) as well as order supplies out-of-pocket to keep the house reconstruction on a path of some kind of progress, such as flooring and kitchen cabinets.
The lack of kitchen has resulted in eating out a lot, which has the effect of making my husband have the additional effect of XXXX XXXX and XXXX XXXX. These are well documented for his medical team 's knowledge, and another key reason for their concern of his life vs death.
It has actually been our insurance company, XXXX, who have done research and explained that our loan servicing was sold to Freedom Mortgage with them being advised on XX/XX/XXXX. Why were we not informed? A woman from Freedom Mortgage named XXXX XXXX provided me with the documentation they were sent from XXXX, which includes a goodbye letter template and a welcome letter template. There are a number of issues with this : 1. We did not receive any of these documents. It is one thing to print it, and another thing altogether to send it. Should you think I am making that up, I will point to SVP of Customer Service, XXXX XXXX, committing to me on Fri XX/XX/XXXX that funds in the amount of $ XXXX across 2 checks were being overnighted for Saturday delivery and provided the tracking number with XXXX of # XXXX XXXX XXXX. The label was printed, but when I called XXXX today to get the reason why it had not been delivered, nor the website updated, XXXX pointed out to me that the label was printed, but nothing was actually sent or picked up : evidence that Freedom Mortgage doesn't have a perfect record of things they print actually being sent - and again, that was from their SVP of Customer Service 2. There is a letter included that mentions a relationship with XXXX XXXX, XXXX. We do not, nor have we ever had a relationship with XXXX XXXX, XXXX. So what, on earth, is this paperwork?
3. Why did the insurance company, and purchasing loan company get notified, but not the homeowner? Neither the goodbye nor the hello / welcome letter 4. Why, when I asked XXXX to provide me with the postmarking assuming they allegedly sent this, was I told that they would be unable to send this?
Following XXXX sending this letter, and after explaining the traumatic experience I have had since XX/XX/XXXX in dealing with the third party subcontracting firm used by Freedom Mortgage to handle insurance losses, a company I have forensically determined to be XXXX. This company is abysmal! Here is a short list of the issues : 1. No regard for the NRS 200.690, which governs the laws for recording phone calls involving a NV state resident 2. Four different people provided four different paths of information. However, none of the information actually turned out to be correct until I was escalated - after waiting 48 hours for a call back - to supervisor XXXX XXXX 3. I was referred to XXXX to download all forms for filing the claim for the funds which the insurance company had paid. However, when I had those completed, I was informed 19 days later that one of the forms was incorrect and needed a different form, because the one online did not include a homeowner signature line on the Conditional Waiver of Lien line 4. The document uploader is unstable and only uploaded some of all documents provided. Furthermore, when faxing through a fax error report came back multiple times with " Unstable fax line error '', which was not allowing all pages to go through. This was mentioned by XXXX as commonly occurring, but no one saw this as an issue 5. Being told I had not provided all documents, despite fax transmission reports to the contrary. This was furthered by a joint conversation with our insurance company, wherein the XXXX rep said only 1 page ( pg # 6 ) of the Adjuster 's Worksheet was sent through, but the insurance adjuster, XXXX, confirmed that he had a record of 22 pages having been sent successfully. It was not just me.
6. No ability to call anyone at XXXX, and phone calls come in as " Unknown ''.
7. Supervisor XXXX XXXX lied saying she left me a voicemail on XX/XX/XXXX letting me know the issues, but this was never done. I know this was never done, because I have not had the ability to receive voicemails for many months : I disabled that function, because I dislike voicemail, so it is technically impossible to have happened. However, XXXX documented in their system that she left said voicemail 8. No ability to email or escalate issues to anyone with less than 48 hours as an alleged turnaround time. That SLA has been met twice since XX/XX/XXXX 9. All documents have now been sent through using document uploader on XX/XX/XXXX and XX/XX/XXXX, and then faxed through on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX. I spent the time with XXXX XXXX on XX/XX/XXXX and awaited her to receive and review each and every document to ENSURE that every page had been successfully provided. She said they had and even said she was going to ask " management '' to expedite the issuance of the check and overnight the check. She could not guarantee it, but she would ask.
And then I see on XX/XX/XXXX and XX/XX/XXXX that not all documents have been submitted in the portal.
10. No communication of the status of anything, and we are now at 32 days that Freedom Mortgage has been collecting interest on the money which is rightly ours AND delaying reconstruction of a life and death living situation For clarity and reiteration, this is only a subset of the list.
The total time I have spent on this since the initial submission of all documents through the uploader - each showing " Successfully uploaded! '' as the response, I have been logging my time. I was at 82.75 hours before beginning this complaint. When you consider the value of that time as lost income, because I could not focus that on billable hours, that is {$28000.00} in lost income. My husband is the lead practitioner in our primary care practice, and we have lost billables since XX/XX/XXXX, because this has taken so long, as well as additional expenses for paying someone to have patients seen by someone else. And lastly, we have had to incur the financial hardship of additional interest, output of additional funds and additional healthcare costs because we have had to go out of state to have XXXX treated for the XXXX XXXX he has experienced because of dust exposure.
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| 02/06/2023 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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XXXX XXXX : XXXX The nature of the dispute is based on my grandfathered flood insurance premium. When we purchased the house in XXXX of XXXX, we took over the previous owner 's flood insurance and applied for a grandfathered premium. This was approved. We were paying for our insurances ( flood and homeowner insurance ) via escrow. Every month for the whole year we paid on time our mortgage and escrow. We have a VA loan as I am a full XXXX Veteran. On XXXX XX/XX/XXXX, we received a letter from the flood insurance dated XXXX XX/XX/XXXX, stating that our insurance has being canceled due to payment was received by mortgage past the 30 days grace period provided. I opened that letter when we were in the airport about to get on the plain for a family trip. I immediately called the insurance company and they stated that Freedom Mortgage failed to pay the premium on time. They received the payment 30 days pass the grace period and 10 days past due. By that time the insurance was already cancelled. I never received a warning letter from the insurance or freedom mortgage on any reason of why the payment wasnt made on time. Due to the cancellation, the flood insurance sent the payment back. I called Freedom and they said that they had an issue with their internal payment system and therefore they were unable to pay on time. Due to this mortgage company incompetency, I had to contact and be on a three way call between Freedom Mortgage insurance department and my flood insurance company to get this issue resolve and have my over {$500.00} house cover again for flood as we didn't know our homestead home was not longer covered for food in a high risk flood area. At this time, on XXXX XX/XX/XXXX, I had to get issued a new complete insurance coverage that cost me over {$440.00} since the insurance company didn't considered my grandfather status anymore and I was considered a new client now. Freedom paid for that first overage, but they refuse to make adjustments in my escrow to reflect a credit for the remainder of the years I have left to pay off this mortgage, They say for me to call yearly and try to get a credit for the increased amount or for me to find a cheaper flood insurance. Because of this, my monthly mortgage payments went from XXXX to XXXX. They are charging me for the new flood insurance amount on escrow when they were the ones that caused my grandfather premium to be lost and left me without flood insurance on a flood zone. Freedom Mortgage has failed to provide me with a final and long term resolution.
I submitted a XXXX XXXX XXXX complaint and it was closed with no resolution on XX/XX/XXXX. Freedom Mortgage keep stating that 'Ultimately, the responsibility for ensuring adequate insurance coverage for your property is on you ( Customer ) and could have made a payment to prevent cancellation. ". I did contacted the insurance and Freedom Mortgage when I received the only and final insurance cancellation notification letter, and made a 3 way call to ensure it was taken care and Freedom Mortgage paid for my flood insurance with the money I had on escrow. The only resolution from Freedom that they offered when I contacted them last month was to put {$440.00} on my escrow to pay for this year 's difference due to losing my grandfathered status because of their lack of payment. When I told them I was not going to accept that due that their incompetence will cause me over $ XXXX, that only counting the duration of the loan and not for the entire time we will keep our home, which is our post military home, they came back with a one time offer {$2500.00} as " Good Faith ''. knowing this is not even close to what they are financially causing to my family, we put in a XXXX complaint, in which the agency, Freedom Mortgage, stayed solid in their response that it is " Ultimately, the responsibility for ensuring adequate insurance coverage for your property is on you ( Customer ) and could have made a payment to prevent cancellation. ". They have failed to show emails and faxed they stated they sent to the flood company attempting to pay my flood insurance. I have asked them to play the recording of XXXX XX/XX/XXXX call I made to them, where their escrow and insurance agent stated that they were having internal payment issues and that was the main reason of the delay and caused of my flood insurance coverage, yet, and now, Freedom Mortgage states that they had the wrong payee, which is not correct, as they paid this same company for my XXXX coverage just a year prior.
Below is the response I sent to their response to XXXX where they came back and stated for 3rd time that it was my solely responsibility as the consumer to ensure the payment was made for my flood insurance and not taking any responsibility of their actions.
Sent : Sat, XX/XX/XXXX, XXXXXXXX XXXX XXXXXXXX XXXX XXXX wrote : Good Evening XXXX XXXX, I apologize for sending this response in this format as I have just submitted it via the website. I was afraid I was running out of time to submit the response and to add any attachments as the system told me I had only 30 minutes to answer. So I didnt even do spell check or add all documents.
Complaint : XXXX I am rejecting this response because : Freedom Mortgage keeps failing to take full responsibility for their lack of action and for their fault at not paying my flood insurance on time and causing a gap in coverage and in us losing our grandfathered status. This is making us lose thousands of dollars in the future. I have called and talked to numerous representatives, and they keep making excuses and telling me it's my responsibility to ensure the insurance is paid. Yes, it is my responsibility to ensure the lender has my money in escrow every month by me paying my mortgage and escrow on time and for them to pay as they should. I have never been late on my payments nor I ever got a letter or call from Freedom Mortgage stating that they had an issue with the payee. Which is not true. I have asked Freedom Mortgage to release my conversation on XX/XX/XXXX with their insurance agent when I found out we lost coverage for lack of payment from the insurance. Yes, I immediately took action and ensured I got coverage again by contacting both the Flood insurance and Freedom Mortgage. I didn't sit at ease until I ensured I got both Freedom and XXXX XXXX on the phone and solved the issue. Freedom failed to pay my insurance, as per the attached letter, and their response at that time was that they had issues with their internal system preventing them from paying some policies. THey never told me or the XXXX XXXX agent that they had the wrong payee information. THey had the right information, as they had paid that same policy a year prior.
Freedom states that they sent email and fax, I am sure that was not the case. Where is that evidence attached? If that was the case, why did they never reach out to me to let me know they had an issue paying my insurance? My over half a XXXX dollars house was left without policy because of their incompetence and lack of care. This is my Post Military retirement home, and the one I will probably die in and be left to my children. I am not moving from here, and they made me lose my grandfathered status and caused enormous financial burden.
When I called XXXX XXXX, they told me they couldn't reinstate my old, grandfathered policy, so they had to issue a brand new one with the cost as it would be a brand new client and policy, losing all the benefits of keeping a low premium. Freedom stated I could keep the check I was sent with the {$2000.00} they had failed to send on time to XXXX XXXX, as XXXX XXXX sent the {$2000.00} back to me when they received the premium too late to keep my policy. So Freedom Mortgage stating they had the wrong payee is not accurate, they had it because XXXX XXXX received the payment, they just received it outside the grace period they gave Freedom Mortgage to pay my policy.
I never wanted to switch my insurance carrier, there is a reason why I chose them, and I have no issues with them, so Freedom Mortgage keeps telling me to look around for another carrier to see if they have a better deal, for something I didn't cause is not a good faith recommendation. My calculations reflect that in the live of the loan, they will cause me at least over {$12000.00} in financial lost due to my lost of grand fathered status, and they come and offered {$440.00} as a good faith, then when I declined and submitted more evidence to them, they come and told me {$2500.00} as a one time credit to my escrow or send to me via check? This is unacceptable. My loss of grandfathered status is costing ever more than {$12000.00} since I will have the house for the remainder of my life, not just for the life of the loan as we live in a high risk flood zone area in Florida and premiums keep rising.
Their response and such " good faith '' proposal is not acceptable. I ask XXXX to please assist in this matter, I ask as a retired Veteran, for help. I gave my best years of my life serving this country so that I could enjoy retirement, and this situation and the change in loan escrow increase due to higher flood insurance premiums wasn't calculated in my plans. I am a permanent and fully XXXX Veteran and can't afford for a company like Freedom Mortgage to make me pay for something I didn't cause. I ensure that every month my mortgage obligations get paid on time, no matter if my kids have the toy they wanted for XXXX, or if I cant buy a personal item I needed, because paying our mortgage is our priority so that we can have a roof in our heads and covered in case of a disaster. So we at least expect Freedom Mortgage to take responsibility and make this right of us.
Thank you for your time and assistance in this matter.
Sincerely, XXXX XXXX
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| 08/30/2019 |
Yes |
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- Trouble during payment process
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Web |
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This mortgage loan, account # XXXX was originated by my deceased brother, XXXX XXXX XXXX, loan documents and Deed of Trust were executed on XX/XX/XXXX and he took possession of the home shortly thereafter.
XXXX was diagnosed with XXXX three months later, and then passed away on XX/XX/XXXX leaving me as the sole beneficiary and executor of his estate. I immediately notified Freedom Mortgage of my brothers passing, as well as notice that I was the soled named beneficiary, and as such the rightful heir to the subject property as well as being named the Executor of his estate.
Shortly thereafter I provided Freedom Mortgage with a certified copy of the death certificate created by the State of Mississippi, followed shortly thereafter with the Letters Testamentary as signed by the XXXX Court for XXXX County in the State of Mississippi, thus completing all necessary compliance with initiation of the probate of my brothers estate, and notifying Freedom Mortgage of the legal record of address to send all documentation to the Estate of XXXX XXXX XXXX.
During the two plus years since my brother has passed away and I as the Executor of his Estate have been making the monthly payments on his mortgage loan, purchased by Freedom Mortgage after originated by XXXX XXXX XXXX and closed at the end of XXXX, I have been provided now four different PO Box addresses in which to submit payments to, including one in XXXX IL which three checks were sent over a period of four months from XX/XX/XXXX through XX/XX/XXXX and which were in the amount to pay the balance of the XX/XX/XXXX payment, the payment which was the center of a CFPB complaint in XX/XX/XXXX, as well as the XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX payments in full, along with overages in the event of what appears to be normal and repetitive unknown fees which attach to the loan on a regular basis.
Upon receipt of my third Qualified Written Request and Notice of Error sent CMRR after the first two were mailed via USPS and were not answered whatsoever, and my submitting of a complaint to the Consumer Financial Protection Bureau, I finally received an answer to my requests, and the justification at the time for continuing to report the XX/XX/XXXX payment as late, even though Freedom Mortgage had received the official check from XXXX XXXX, and it had long since cleared the bank, was that more of those repetitive, and unknown fees had been applied to the account, even though it is documented by payments and clearing of official bank checks that the loan was never late.
I did not agree with their summation regarding the XX/XX/XXXX payment which was paid in full, however in the effort to possibly and finally get an accurate reporting of the loan and to move forward and hopefully have the accounting correct, I agreed to send the purported deficient amount created by the unknown and repetitive fees assessed to the account. In doing so I once again sent a certified check from XXXX XXXX for the amount of {$1300.00} in XXXX which would cure the created insufficiency of the XX/XX/XXXX payment as well as make the XX/XX/XXXX payment in full. This check was sent to XXXX XXXX XXXX, XXXX, IL XXXX as instructed by Freedom Mortgage after my receipt of the results of the third QWR sent CMRR.
Then in XXXX another check was sent for the amount of {$1000.00} drafted off my joint account at XXXX XXXX in Mississippi for the full and complete payment of the XX/XX/XXXX due date, as well as an overage, once again in the event of unknown fees, this check was also sent to the aforementioned XXXX IL PO Box as instructed by Freedom Mortgage.
Then the first of XXXX, a third check in the amount of {$2900.00} was sent via official check drafted on one of my accounts at XXXX XXXX, MS and was for the full and complete payments for XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX, plus an additional overage in the event of the repetitive and unknown fees that seemed to be routinely assessed to the mortgage loan. This third check was also mailed to the XXXX PO Box as instructed by Freedom Mortgage.
Approximately three to four weeks after sending the third check for the payments of XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX, my youngest brother, who has been occupying the subject property for going on a year now informed me that he had received a notice from XXXX XXXX XXXX, the foreclosure mill for Freedom Mortgage, and that the home was in foreclosure and the letter was to provide notice of potential vacating of the subject property once Freedom Mortgage assumed the Deed of Trust via foreclosure sale.
At that time I immediately called Freedom Mortgage and spoke with a representative named XXXX, ID # XXXX and told him about the notice and questioned its being sent as three checks had been sent over a period of four months with the amount to pay payments in full through XX/XX/XXXX which payment was not even due yet, along with overages in the event of the normal Freedom Mortgage fees that continue to be assessed without notice. When asked where I sent the payments, I told XXXX, ID # XXXX, that I was instructed by Freedom Mortgage to mail them to the referenced XXXX IL, PO Box , which XXXX said, ooops, that is not an active PO Box , the payments should have been mailed to a XXXX CA address, the 4th PO Box address I have been instructed to send payments to.
I was also informed that there was no mechanism in place for payments sent to the XXXX PO Box to be forwarded to Freedom Mortgage. I informed XXXX, ID # XXXX that this issue was created by an error by Freedom Mortgage, but that I would go to XXXX XXXX, stop payment on the checks and get checks re-issued for the same amounts as the ones previously sent to the XXXX PO Box on instruction of Freedom Mortgage, and that if the account had been placed in foreclosure due to an error on the part of Freedom Mortgage, that it needed to be corrected, and any and all foreclosure activities should cease.
As I agreed, I went to XXXX XXXX and stopped payments on the checks, fees I incurred based on the error by Freedom Mortgage in the instruction to send payments to a purported inactive and non functional PO Box in XXXX IL, and I got the three checks in the exact amounts re-issued and sent them to the overnight address listed by Freedom Mortgage in XXXX IA, receipt of delivery I have in my records.
Three weeks had passed since sending the checks and receiving proof of delivery when I started to get Foreclosure notices sent to my brother, heirs of my brother, occupant of the subject property both via USPS and later CMRR via USPS. At that time I called and spoke to someone in the loss mitigation department at Freedom Mortgage and was informed that the checks had been received, but Freedom chose not to apply them as they totaled {$5200.00}, which was sufficient for the principal and interest due on the loan, but not enough to cover P and I as well as attorneys fees, and all other normally and routinely assessed fees by Freedom Mortgage. I notified the representative that there was approximately {$600.00} in a non applied bucket account and that that brought the total to {$6000.00} and that was only {$200.00} short of their purported reinstatement amount including all attorneys fees and other fees, and well over the amount to pay the P and I due on the loan.
The representative informed me that there was no money in a bucket list, and it must have been used for MORE of the continuously occurring fees, and that the account had been sent to their attorneys to proceed with the foreclosure sale.
This is now the second time that checks have disappeared into the black hole of accounting at Freedom Mortgage to sit for weeks at a time, even beyond a month, and then returned after a default was created on the note and the account was placed with their foreclosure mill to drive up additional fees.
This is also the second time that there has been NO Notice of Default and Acceleration of the Note sent to me at the legal address of record for the Executor of the Estate of XXXX XXXX XXXX, nor at the subject property address. This is in direct violation of HUD requirements, as well as the Deed of Trust itself. There has been no notice to meet face to face, no notice of my legal options, and the only mention of a reinstatement amount is a notation on the regular monthly mortgage statement.
This default, the second one created by Freedom Mortgage on this account is one created based on the error made by Freedom Mortgage regarding its instruction on where to send payments. Interestingly as well, the third and final check, in the amount of {$2900.00} sent the first of XXXX was returned to me two weeks ago with a notice that the check was insufficient to reinstate the loan. The first issue here is that I was informed that this PO Box address was not active, yet this one check seemed to be forwarded or received by Freedom Mortgage, second at the time the check was mailed and received by Freedom Mortgage, even without the processing and application of the first two, still remaining lost checks, the third check had it been applied in a timely manner would have brought the loan to only 60 days late, and that is without the XX/XX/XXXX payment being correctly applied, which would have made the note only 30 days late.
It is apparent that Freedom Mortgage is completely incapable of servicing the vast number of loans they have purchased, and have a payment processing system that is abysmal at best, and lastly seems to place more focus on applying fees whenever and for whatever they can verses correctly serving a loan, not to mention a comfort with creating defaults and placing loans for foreclosure with their foreclosure mill, XXXX XXXX XXXX, a chance to create more fees and all for the bolstering of their bottom line.
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| 10/21/2020 |
Yes |
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Web |
Servicemember |
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In XX/XX/2020 my husband and I started shopping around for the best qualified lender to conduct a VA IRRL refi loan.
In XX/XX/2020, I went online and submitted an application for refinance loan.
On XX/XX/2020 I received a phone call from XXXX " XXXX '' XXXX of Freedom Mortgage to complete an over the phone questionnaire for VA IRRRL refi loan and later submit requested documents for the loan application approval. I informed XXXX that I was interested in a mortgage lender that would maintain the life of the loan as part of our decision to consider Freedom Mortgage. I also informed XXXX that we were currently going through XXXX XXXX, but was not happy with their lack of transparency, dual application process, and lack of response time and failure to keep up abreast of our loan status. I requested the loan with XXXX be cancelled and submitted a new application with Freedom Mortgage.
On XXXX XX/XX/2020 I sent an email addressing concerns with the loan application. I was informed that the loan application was simply an " intent to apply '' and was needed before they could determine if we qualified for a refi loan. I asked several questions of XXXX that he could not answer ( i.e. use of same credit report since the first was conducted 3 days prior, use of same credit agency to avoid more than one credit check affecting our credit score, assistance with cancelling, transferring and submitting the loan through Freedom Mortgage and if an escrow account was mandatory from the lender if we are 100 % exempt from property taxes and paid our home owners insurance automatically through the same bank we have had for over 20 years. ) XXXX informed me that he would check with his supervisor and get back in touch with me ASAP, which he failed to do.
Over the next two weeks I tried contacting XXXX several times to obtain answers with no response.
On XXXX XX/XX/2020 I received an email from XXXX XXXX ( Customer Advocate ) requesting personal information.
On or about XXXX XX/XX/2020 I called and left several voice messages requesting XXXX contact me to address my concerns and to verify who XXXX was in loan process. During a very brief message, XXXX still refused to address my concerns, stating again he would get back in touch with me soon and that XXXX was now my point of contact moving forward.
On XXXX XX/XX/2020, I responded to XXXX 's request to verify personal information, and then proceeded to reach out to her for assistance with my concerns.
On XXXX XX/XX/2020 XXXX and I spoke on several occasions addressing my concerns, reviewing the status of my file with her supervisor, and answering my questions to changing the title company to one of my choice and apologizing for the inconvenience I experienced.
XXXX and her supervisor were refreshing to work with and regained my faith in the refinance process my availing themselves to help resolve the refinance process!
XXXX XX/XX/2020 I received a call from the scheduling department to meet with a notary on XXXX XX/XX/2020. I was informed that the title company was incorrect and therefore had not reflected the changes discussed with XXXX and her supervisor. I cancelled the notary closing appointment and again reached out to XXXX to confirm corrections. She and her supervisor agreed to expedite the file and later informed me the loan was ready for closing but would be delayed two additional weeks if I disagreed with moving forward or changing the title company. I inquired if the escrow account was mandatory and was informed that it would be waived.
On XXXX XX/XX/2020 ( 4 weeks later ) XXXX contacted me by phone to inquire of my concerns, I was unable to discuss them at the time and informed him that I would give me a call back at my convenience.
On XXXX XX/XX/2020 I contacted XXXX and left yet another message to discuss my concerns and disappointment in his failure to respond to my many attempts to address my concerns, he called and sounded frustrated. He stated, " I am not going over the entire loan estimate sheet with you, if you have questions about something in particular I will go over that but I am not wasting time going over the entire sheet with you. '' I calmly expressed my concerns and suggested someone else assist me since he verbally expressed frustration and irritation. He asked if I had any specific questions. I informed him that I had concerns about the loan estimate sheet due to the figures listed not reflecting changes discussed with XXXX. I inquired if he had spoken with XXXX about the updates and he sounded as if he was becoming aggravated with my comments and questions. XXXX became rude and unprofessional throughout the conversation so I tried to calm him down by suggesting I speak with someone who could kindly go over the details of the loan with me, I suggested we no longer work together and requested his supervisors name and number for assistance. He immediately refused to provide me the name and phone number for his supervisor then hung up the phone on me! I immediately started drafting an email to XXXX to request he be removed from the loan and explain what occurred. Within minutes XXXX called back to apologize for his unprofessionalism. I thanked him and accepted his apology and again suggested it was best for us not to continue the work relationship and to have someone assist me with the loan process. XXXX later sent me an email apologizing for his unprofessionalism along with his supervisor 's email.
On XXXX XX/XX/2020 as I was drafting an email to XXXX requesting XXXX be removed from my refinance loan application. I received a phone call from XXXX XXXX XXXX XXXX XXXX 's supervisor ) apologizing on behalf of XXXX and requesting to go over the loan estimate with me. He informed me that corrections to the loan estimate would be resolved and wanted to address my other concerns. I informed him that XXXX and her supervisor were very helpful in addressing my concerns, and resolving my issues. Al stated he was the manager and wanted to know what the issues were. I politely informed him that I was requesting XXXX " XXXX '' XXXX be removed from my loan application due to his unprofessionalism. Al began patronizing me and justifying XXXX 's behavior. I again requested XXXX be removed from my loan application and to receive the assistance of someone else. Al 's conversation went from condescending to forcefully requesting to know who had provided support during the weeks that XXXX refused to respond to my voice messages, and to reiterate Freedom Mortgage policy on an potential escrow account and discounted my others concerns. I nervously ended the call and contacted the Veterans Administration Benefits office to discuss my concerns. I was advised to call Mr. XXXX XXXX back and request his identification number, position title as well as his supervisor 's name and number. I called back and recorded my second conversation with Al refusing to provide the information I requested. I informed him that I felt he was trying to compel me to provide information that had already been resolved so as to avoid processing my loan, causing additional weeks of delay, and to reverse the escrow waiver that was promised. Mr. XXXX stated he had supervision and oversight of the personnel I had been in communication with and would have XXXX or her supervisor contact me with updates on my refinance.
On XXXX XXXX my last conversation with Mr. Al XXXX has left me without a point of contact to address my concerns, no communication from AL, XXXX or XXXX 's supervisor ( Al made it very clear that he was going to address XXXX and her supervisor on what he considered " incorrect procedures '' but discounted the lack of professionalism and demeanor demonstrated by XXXX XXXX XXXX.
XXXX Al also stated the information would be used to train is office on the policies do 's and don'ts but never addressed the resolution of replacing thee loan officer or completing my refinance. ) Al used forceful tactics to implore me to say XXXX and her supervisor " promised '' me something that was not authorized stating he needed to hear me say certain words in order to get to the bottom of my concerns without ever addressing the concerns. I suggested he listen to the recorded calls and asked if he had spoken with XXXX all of which he denied and stated he didn't have time to go through every email or call concerning issues.
Al 's conversation was very unsettling and dismissive from a supervisor seeking resolution for a potential client. I have left several voice messages for Al and XXXX as well as sent another email to XXXX requesting updates with no response.
XXXX XXXX sent email to XXXX requesting update status of loan without a response. I continued to call and leave voice messages but receive no correspondence.
On XXXX XX/XX/2020 I received an email from XXXX XXXX XXXX unsure of her position ) providing the same information I was given on XXXX XXXX when I spoke with XXXX XXXX. I called XXXX requesting a phone call to discuss my loan application status and other concerns and did not receive a response On XXXX XX/XX/2020 MsXXXX XXXX responded again by email and I again called her requesting she please give me a call to discuss my loan application and have yet to receive a call back.
On XXXX XXXX I sent an email to XXXX XXXX request an update on the status of my loan and have not received a response.
Meanwhile I made several calls and inquiries with other loan officers and call center agents requesting assistance with resolving the status of my loan. Once they verify the loan number my inquiry leads to unreturned calls, unanswered emails and voice messages and failure to assist with the processing of the loan or an updated status of the loan.
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| 02/23/2022 |
Yes |
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Web |
Older American, Servicemember |
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To Consumer Financial Protection Bureau : This is a description of my complaint and I have attached within this complaint my attempts to have it resolved fairly with the Mortgage Company involved Freedom Mortgage. By fairly I mean write the loan and waive my late payment fees for at least 2 months because it is indirectly their fault that my payments were late at all. I wrongfully placed my faith in the wrong mortgage company. Thank you ( see attached ) This is a copy of the complaint that I sent Freedom Mortgage. They responded to me thru a sales Mgr named of XXXX XXXX on XX/XX/XXXX, he apologized and said that they wanted to make things right what could he do. I said write the loan or what could he do? Our first contact was a 13 minute conversation with no agreement except to refund my appraisal fee and I mentioned two late fees that have been attached to my recent house payments. We agreed to take this matter up the next day giving him more time to review this complaint and see what else might be done. I was able to contact him the next day and continue our discussion and he stated there is nothing that could be done because since my initial contact with Freedom Mortgage my credit score had dropped some XXXX pts. It dropped those points because of the inadequate and incompetent actions of the personnel processing my loan. As a consequence of Freedom Mortgage 's actions I was forced to make a decision on whether I had faith in Freedom Mortgage 's word and process that I was qualified to obtain this mortgage and would do so. Unfortunately my faith was misplaced, time and time again my closing date was set 3 times & then cancelled. The excuse 's were always responded to in a timely manner and each and everyone resolved, yet no closing date was reestablished and not once in this entire timeline with the multitude of the personnel I interacted with was the fact my basement improving/refinished project was an issue. As a matter of fact that issue of my ongoing construction was put on the board of an issue from the very first moment this loan obtainment process began. I was assured time & time again thru the entire almost four month process " don '' t worry were going to get this loan closed ''. Finally I just gave up it became apparent to me that I was just having smoke blown at me. On XX/XX/XXXX, I received yet one more call requesting documentation that I had already sent two to three time depending on the request. I couldn't take any more time & effort with collective group of uncaring, incompetent, unqualified personnel one more syllable told them forget it you guys are idiots and I want nothing more to do with your messed up company. As a result of this whole fiasco my credit scorXXXX has dropped XXXX pts and my ability to qualify for a loan to purchase a candy bar has been severely damaged. I will recover from these financial setbacks but Freedom Mortgage should be made to fix their obviously broken loan approval process and subsequently be made to remedy a solution for my situation. Please help me and advise me to the extent of your complaint process 's scope of capability and or authority to find a resolution other than the refund my appraisal fee to me in this complaint process, the validity of my complaints and lead me/us to an amicable solution.
XXXX XXXX XXXX XXXX Attachments Fri, XX/XX/XXXX, XXXX PM ( 5 days ago ) to XXXX XXXX XXXX XXXX Freedom Mortgage must feel like quite an accomplishment and from what I have read about you it was no easy task. A man with vision, A Maverick, relentless belief in service after the sale. A family man that has struggled to take care of those two boys. That's why I am hoping you will take a look my Re-Fi cash out mortgage contract that was not handled like I believe you would have handled it.
In XX/XX/XXXX I logged in to my Freedom Mortgage account, ( Loan # XXXX ) and requested that I be contacted about a VA 100 % cash out Re-Fi with my current residence. I was contacted really quick by I assume your cold call/hot lead phone team. They transferred me to a mortgage banker who proceeded to identify himself as such and started my application. It was very detailed and quite complete ; he then went over a refi scenario paying off my current mortgage ( 30yr VA XXXX 2.25 % ) and a number of my other debts, recreating it as a new mortgage. My payment would of course go up, but a 3.75 % rate would be a much better rate over the long haul than the cumulative rates of the creditors to be paid off. I liked the proposal and saw it as a solution to finish my basement a little less financially painful. I had taken out two loans of {$40000.00} dollars feeling that I could finish my basement, get refinanced pay off the high interest loans and finally get the basement finished and at a fair price. I made certain that it was clear that I was doing the work and was concerned how that would be viewed in an appraisal. I was assured that would not be an issue. I agreed to pay for the appraisal and would refinance my car loan with XXXX XXXX XXXX XXXX to lower the payment from {$430.00} o {$300.00} dollars to have my debt ratio at an acceptable level ( 32 % ) I think was the target. I got off the phone and heard nothing back. I was surprised that things seemed to be swept under the rug with no professional response as had been my experience with your company in previous VA streamline refinances in the past. I was a bit embarrassed thinking I couldn't get qualified. Until XX/XX/XXXX, I was working on my basement and received a call from Freedom Mortgage and was again put thru to a Mortgage Banker by the name of XXXX XXXX. I told him what I have written above and share with you and XXXX was very apologetic and proceeded to retake my application information. I told him this had already been done and that I had refinanced the car loan and away we went. I again very specifically informed him that I was doing the basement work myself and wanted to be sure of how that would affect the appraisal process. I was assured not an issue. I paid the {$300.00} dollars, and the games began. The scheduling of the appraisal may never have happened except for me calling and asking about it every two or three days. Finally, someone at Freedom Mortgage gave me a phone number and a name so I could get the appraisal. I talked to an assigning agent that told me that yes, they do appraisals for Freedom Mortgage and were aware that I needed it scheduled but they would be calling me. He assured me that I would not be overlooked. I was contacted by XXXX XXXX XXXX and a date was scheduled. I informed the appraiser that I was actively working on my basement and wondered how that worked. She was a bit surprised but said that she would get in contact with Freedom Mortgage and get things worked out. She showed up did the appraisal, filed it with Freedom Mortgage and then a collective group of customer advocate 's, their supervisors did nothing but slowed down my application to a virtual standstill requesting the same documentation XXXX to 5 times. I would actually go over my packet with them and they found it time and time again. The only person of any competence was a lady by the name of ( Customer Advocate ) XXXX XXXX. Sh should run your company. You would probably become the largest Mortgage Banking firm ever. She was in disbelief at what a clusterfuck this had become. At one point a closing was scheduled I believe on the XXXX of XXXX at XXXX or XXXX, then I was asked if it was alright to make it XXXX p.m. I was ecstatic it got cancelled and they requested the same paperwork they were already in possession of. My rate lock was renewed twice and finally XX/XX/XXXX, I was contacted, and she started telling me I needed more of the same, I had it. I said forget it I couldn't believe what had just occurred. Currently I am getting my refi done and the Mortgage Banker asked, why didn't your refi get approved? I honestly didn't know, so I called XXXX XXXX and she said, " I couldn't believe it, it was not being approved because the work in the basement wasn't complete ''. I didn't know what to say XXXX XXXX as well as me knew that from the beginning of this application this had been made perfectly clear.
I respectfully request that my appraisal fee be refunded and that my late fees for the past XXXX months be reversed, and that XXXX XXXX be in charge of making this happen. Also transfer my VA appraisal to XXXX ( See attached ) Respectfully Submitted, XXXX XXXX XXXX XXXX XXXX XXXX XXXX Mon, XX/XX/XXXX, XXXX AM ( 2 days ago ) to stan.middleman XXXX XXXX Middleman, I sent an e-mail to you on XX/XX/XXXX. However in reviewing that email I realized that it was not adequately explained why I mentioned the refinancing of my XXXX XXXX XXXX. I did so with the suggestion of your mortgage banker. He said that would pull my loan to debt ( % ) ratio to a more prefered result ( 32 % ) if I recall correctly. I did so ( Refinance ) and when ( XXXX XXXX XXXX ) XXXX XXXX XXXX called me. I let him know that I had lowered my car payment from {$430.00} to {$300.00} monthly payment as it was suggested to my by the first loan officer. I let XXXX XXXX know the loan was no longer with XXXX XXXX XXXX XXXX, but was at XXXX XXXX XXXX XXXX. He took down the relevant and necessary information and then called me back at least two to three more times to seek the exact same information. I hope that this letter helps clarify the first letters mentioning the refinance and clears up why the refi was mentioned. If anymore questions pop up please don't hesitate to call.
Thanks A gain!
XXXX XXXX XXXX XXXX ( XXXX ) XXXX
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| 04/14/2023 |
Yes |
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- Trouble during payment process
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Web |
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My father, XXXX XXXX XXXX, was hospitalized and passed away on XX/XX/XXXX. I am the XXXX XXXX XXXX and the named Administrator of his estate. I have been making the payment on the mortgage since XXXX. I contacted Freedom Mortgage via phone ( on XX/XX/XXXX ) once I received my Letter of Administration ( Exhibit A ) from the court to inquire about the process to name me as Successor in Interest ( SII ) for this property ( XXXX XXXX XXXX, XXXX TN XXXX ). In this conversation it was not clear what the next steps were, but I was told what documentation would be needed and I provided that via Freedoms online message portal on XX/XX/XXXX ( Exhibit B ). These documents were my Drivers License ( Exhibit C ), the Letter of Administration ( Exhibit A ) and my fathers death certificate ( Exhibit D ).
Freedom Mortgage responded on XX/XX/XXXX, via the online portal ( Exhibit E ), in which they attached a letter dated XX/XX/XXXX ( Exhibit F ). In this letter, they acknowledge that I am acting as the Executor for the XXXX XXXX property. They also have language in the letter that states If you are aware of any potential successors in interest, please inform us at your earliest convenience in writing etc. I realized weeks later that what they meant was I was REQUIRED to respond to this poorly worded and misleading request and that I tell them in writing what I had already discussed in detail and confirmed both verbally in my phone conversations and in my initial request ( Exhibit B ). In response to this realization, I drafted a formal letter of request ( Exhibit G ) and attached this to a new message that I sent via the online portal ( Exhibit H ). I was extremely clear in this letter dated XX/XX/XXXX, as to my intent and that I was the only person who can be named the SII for my fathers property.
Freedom Mortgage responded on the online portal on XX/XX/XXXX, via an attached letter dated XX/XX/XXXX ( Exhibit I ). This letter requested additional information in the form of one of two documents Recorded deed or court order transferring the property to you, OR Affidavit of intestate succession In response to this additional request, I worked with my attorney to petition the court to deed the home into mine and my husbands name. This was successfully completed and the property at XXXX XXXX was deeded to myself and my husband on XX/XX/XXXX ( Exhibit J ).
While I was struggling through this SII process with Freedom Mortgage, I was also working to ensure that the property had appropriate homeowners insurance. In my conversations with my attorney and the insurance agency that was covering the home at the time my dad passed away, they both indicated that I should not do anything and let the existing policy renew in XX/XX/XXXX as scheduled. This was due to the fact that the property was not deeded to me as of yet and I was just XXXX on the estate. Once I had the home deeded in mine and my husbands name to satisfy the Freedom Mortgage requirement, I was told I had to IMMEDIATELY obtain a new policy in our name as the new owners of the home. I contacted Freedom to let them know what I was doing, that I would pay the policy in full. This conversation occurred on XX/XX/XXXX, and I obtained the new policy effective XX/XX/XXXX ( Exhibit K ). Then on XX/XX/XXXX, I sent a message to Freedom via the online message system to include both a copy of the proof of insurance ( Exhibit K ) as well as a copy of the new deed ( Exhibit J ).
It is my understanding that under RESPA, at this point ( XX/XX/XXXX ) I had provided Freedom with everything needed to name me SII on mine and my husbands property.
Freedom responded on XX/XX/XXXX via the portal ( Exhibit L ). Please note that they reference the insurance information, but do not acknowledge the actual proof of a paid policy. Additionally, there is no acknowledgement of the SII document or any clear information about what research is being done nor what concern they are addressing. I found this letter also to be misleading and a bit deceptive as to exactly what they were doing to address my very direct request to name SII as well as the work I was required to do to make sure the home was insured.
I received another message from Freedom via their online message portal on XX/XX/XXXX, where they finally acknowledge the paid policy with XXXX with the policy number and date ( Exhibit M ). Despite this message that should indicate that Freedom noted in their system that I had provided proof of a PAID homeowners policy, on XX/XX/XXXX, they went and paid for hazard insurance AGAIN to XXXX. This is evident from the recent account payment history ( Exhibit N ) from Freedoms website. It is important to mention that on XX/XX/XXXX, the day I called XXXX to obtain this new policy, I also contacted Freedom and talked to someone in their insurance department to inform them I was obtaining and paying in full for this policy so that it would affect my escrow and increase my overall mortgage payment.
Additionally, once Freedom erroneously paid the policy again, they were very difficult to deal with and instead of requesting the refund from XXXX for their mistake they forced me to request the refund from XXXX ( Exhibit O ). Freedom told me that because this was a batch process on their end that I would have to deal with it. This should not have been my problem to solve, and it ultimately affected my escrow balance and my payment.
The impact on my escrow was evident in the XX/XX/XXXX XXXX XXXX that Freedom sent me ( Exhibit P ). Please note the escrow shortage noted in the amount of {$460.00}. So, I was in a shortage situation after Freedoms mistake in XXXX, which I remedied the first time with an additional escrow shortage payment of {$640.00} ( Exhibit Q ) which I paid on XX/XX/XXXX. Then I received the escrow statement that suggests if I pay this second escrow shortage of {$460.00}, they will remove the shortage portion of my monthly payment for the XX/XX/XXXX payment. So, I paid the second escrow shortage of {$460.00} on XX/XX/XXXX ( Exhibit R ). But even though I made BOTH shortage payments well in advance of the XXXX installment, as you can see from the payment history, there was no adjustment made as I had to pay the full, new escrow of {$170.00} ( Exhibit S ), which ties back to the XXXX escrow statement ( Exhibit P ) that claims in the FAQs that if I made these shortage payments ( online was offered ) and I identify them as escrow payments, then my payment would no longer have the overage portion of {$38.00} in my payment. To date, Freedom has not offered me very much accurate or reliable information about anything, but I find this situation especially frustrating as I have done everything they have required and several things I should not have to but can not seem to get them to service this loan appropriately.
Switching back to the XXXX process. To recap, I had sent Freedom the deed on XX/XX/XXXX and as of XX/XX/XXXX, I had not heard an update or been notified that I was named XXXX, so I sent a follow-up message requesting an update on my status as XXXX via the online message portal ( Exhibit T ). The response on XX/XX/XXXX, from Freedom via the online message portal ( Exhibit U ) indicated that the request had been forwarded to their Successor in Interest department. Which was a very interesting response as I had been told during several previous phone conversations that this had happened MONTHS ago. Today, XX/XX/XXXX, I received two pieces of paper correspondence in the mail ( not on the online portal ) from Freedom Mortgage ( Exhibit V ). In one letter dated XX/XX/XXXX, they simply state that we have received your correspondence and appreciate your patience while reviewing your inquiry. In the second letter, dated XX/XX/XXXX, they have AGAIN asked for the following - Affidavit of intestate succession Recorded deed/court order transferring the property to you In this version of the letter, there is no use of the word OR and I have already provided the deed transferring the property to me and my husband. It is my understanding from discussing with my attorney that you either obtain the deed OR the affidavit but NOT both. Another deceptive and misleading document and communication from Freedom that is trying to continue to delay this process. Not to mention they have had the deed I provided to them for seven weeks and I had to follow up to find out what my status is.
In summary, I have been out of the mortgage industry for a decade but spent a career working in this field and I have reached the point where I need to bring this to the Bureau. I am fortunate that I can afford to make up for the mistakes this servicer has made in the administration of this account. The average consumer would have given up on this process, or been put in financial distress over the escrow issues, or worse, they would have been strongarmed into refinancing a low interest, low balance loan so that Freedom could make more profit or at least made enough interest to justify the cost of servicing. Its clear to me that this servicer is delaying and distracting me from taking advantage of a legal right I have under RESPA, and many of their tactics run contrary to the principles of XXXX. I am asking for the Bureaus assistance in helping me to resolve this. All I wish to do is pay this mortgage and keep my fathers home in my family so that I can honor his memory. And I have had to deal with all of this nonsense while I am grieving and doing my best to move forward. Thank you for your time and I look forward to hearing the response on this matter.
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| 08/14/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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I signed the initial mortgage refinance application with freedom mortgage on XX/XX/2021. I provided all of my documents on the same day, or worse case the following day. APpraisal were scheduled promptly and Freedom mortgage received the report by end of XXXX. They have a customer service team where they try to call you once a week to provide an update. 4 weeks into the process, i was told its in " Final review '' and should be closing shortly. 5 weeks into it, same status. 7 weeks into it, same status. Each time it was a different person calling me for an update. I have asked a number of times why its taking so long - i emailed the loan officer and ask what happened, and he told me it was in underwriting and should be closed shortly. 8 weeks into it, customer service called me and said its in " Final Review '' and i question why isnt it in underwriting. I was told it was never in under writing. I emailed the loan officer again - and theres no response. I sent another follow up, no response again.
I called the XXXX number on XX/XX/XXXX and i was told freedom is waiting for " new bank statements '' from me becuase the one i provided were too old. ( Of course it is too old, when i provided it, it was only in XXXX ). No one contacted me to let me know they are waiting for new statement. So i provided the statement 10 minutes after my phone call. The XXXX number people gave me the Loan officer 's manager email, and the processing manager 's email address. I emailed them asking for assistance, and of course then the loan officer emailed me within an hour.
I was also told my " customer advocate '' is Ms XXXX XXXX and she should have trying to keep it up to date for me - which i have never heard from her in the first 8 weeks of the process. The following monday on XX/XX/XXXX, Ms XXXX called me and said she will bring this to the finishing line for me. THings started happening more quickly after my complains to the manager. i was contacted for closing in the last week of XXXX for a XX/XX/XXXX closing.
On XX/XX/XXXX, I still did not receive final disclosure ( I did receive the initial one in last week of XXXX when i was scheduling closing ), and i phoned the XXXX people again, and they emailed it to me. The notary came to my house for the closing, and things went smoothly. It was closed in 45 minutes and but things did not stop here.
On XX/XX/XXXX - the Notary called me and said Freedom had asked him to come back to me to sign an additional Mortgage Note because it was missing from the original packet on XX/XX/XXXX. I looked back my own copy and i did see the correct loan amount on a mortgage note - and I was told by Notary that Freedom mortgage is looking for 2 notes for my file. I told him okay come to my house again and i can sign it. I did ask him to email me the documents before hand so i can see what they are. I made a time with the Notary to meet at my house on XX/XX/XXXX XXXX to take care of this. I also called my sister who is a closer for over 20 years - and she told me i do not need to sign that becuase there is no " Gap Note '' since my new loan amount is lower than the original unpaid balance. She has never seen a negative amount, and it is not required as per her knowledge. She told me to inform freedom and tell them this is not required for my case becuase my loan amount is less than original unpaid balance.
Notary emailed the documents to me on XX/XX/XXXX morning - after looking at it, I had 1 question and found 1 typo on the document.
My question was why is it a negative $ XXXX on the mortgage note and a negative $ XXXXmonth payment from me to freedom mortgage. I have never seen a negative amount on a mortgage document before.
The typo was on Page 4 Item E - the dollar amount says - $ XXXX but it spelled out " None and XXXX/XXXX '' on the space where you are suppose to spelled out the number in English form. Just like how you are suppose to write a check with " XXXX XXXX XXXX Dollars '' with a {$150.00} check. The English form of the negative {$16.00} was wrong.
I called freedom mortgage Closing escalation department at around XXXX on XX/XX/XXXX letting them know the Notary is coming at XXXX and there is a typo as well as my question on what is XXXX and what does it mean. I was told she would look into it and will call me back in 1 hour. And if anything they will email the notary a new copy. No one got back to me.
The notary was late due to a previous closing and we met at my house at XXXX XX/XX/XXXX. I asked if he received a new copy and he said no. i showed him the typo, and asked the XXXX number. He said he has never seen a negative number in his career.
I made some attempts to call the Loan Officer on the spot, and he tries to contact the title company - but neither of them picked up the call.
I called closing escalation department again - and Mr XXXX XXXX told me he also have never seen a negative amount on a mortgage loan before and he is not sure why that is. But he agreed because of the typo, this document can not be signed and should be taken care of next day. I emphasized i want to know what does " Borrower agreed to pay negative $ XXXX to Freedom mortgage for 30 years '' mean and where does the negative XXXX come from. And also fix the typo. XXXX told me he would get back to me next day.
The next day - at around XXXX - a lady called XXXX XXXX from Freedom Mortage Legal department emailed me with the following message, " The attached documents were missed at closing. We need you to sign and return the attached document. I was notified that you refused to sign the documents you are not understanding the difference in the loan amount. It is urgent that we have these documents signed and returned as soon as possible. '' She called me 1 minute after this email and the first thing she said was, " Mr XXXX, what seems to be the problem and why are you refusing to sign ''. Her tone was aggresive. I told her i dont understand how it became " i refuse the sign '' when i made an appointment with the notary at XXXX the day before. I also explaind there is a typo on the document and i want to understand the negative number and where it came from.
Ms. XXXX brought up the document infront of herself and asked me where is the typo. I told her it is on page 4 item E where the english form of the number does not match the actual number of - $ XXXX. She saw it and said she doesnt know. I asked her if she has seen a negative number on a mortgage document and she said she has never seen it before. She told me she will find out and call me back.
30 minutes later, XXXX emailed me and explained the XXXX is becuase I had a pay down from the original unpaid principal balance. My original unpaid balance was $ XXXX and my new loan amount is $ XXXX and the negative XXXX is becuase I am paying down and therefore they need a mortgage note document of XXXX. It was missing from their original mortgage closing packet on XX/XX/XXXX and therefore they need it to be signed. I responded to XXXX okay i understand how it is calculated now, but what does it mean for me to pay negative $ XXXXmonth to freedom mortgage? How do i make negative {$71.00} per month to freedom mortgage?
While waiting for XXXX response, Legal department Ms XXXX called me again - she asked again the same question, why am i not signing and what seems to be the problem. I told her i understand the XXXX number now, but what about the typo? Shouldnt it say, " Negative XXXX XXXX and xxxxxx ''? instead of " XXXX and XXXX/XXXX ''? She again said she had already explained to me why there is a negative XXXX and i need to sign. it is my legal obligation to sign or else there will be legal actions against me.
I asked her if she is asking me to sign a mortgage document knowingly that it is wrong? I asked her why not just fix the wording and i can sign it. Or i can cross out the english form and write it in myself. She told me i can not cross out anything, and she said " That is how it is, and she see it all the time ''. i was very suprised with that and i asked her " this is the same as a written {$150.00} check but the " XXXX and XXXX/XXXX '' - will the bank take it? She again asked me where do i see that, and i again pointed out to her its page 4 item E. She asked me where it is again and I read out the entire item E to her again ( 4th time ). She finally said, " oh i see what you mean '' and she said she will get back to me. At the same time i told her i will be traveling on XX/XX/XXXX for 2 weeks and i would like to take care of it today. She told me she needs it sign today and again asking me to sign it. I asked her, " did you forget about the typo '' In my mind, i am thinking if she has short term memory as she keeps forgetting about the typo again and again.
at XXXX i emailed Ms XXXX and XXXX again - telling them i am leaving tomorrow morning, and no one got back to me about a new fixed document.
Guess what - XXXX responded that they made another mistake upon their consultation, and turns out that document is not required for me to sign at all and my sister was right. They said their closing department should have thrown it away and not even required in my case due to loan amount is lower than Unpaid balance.
Again no one told me that they realized its not required and just left me hanging. Not even once anyone apologized for the confusion. Not even once anyone apologized they wasted my time, the notary 's time for coming to my house for nothing.
It was a big waste of time and their communication is extremely poor.
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| 01/26/2024 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
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- Problem with a company's investigation into an existing problem
- Their investigation did not fix an error on your report
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Web |
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The issue is regarding an over 30 day late payment note on my and my mom 's credit histories all stemming from a payment and language-access issue.
The issue first began when my mom went on the Freedom Mortgage site to submit payment in XXXX that was due on XX/XX/XXXX. However, there was an issue with the payment and it did not go through correctly. Unfortunately, my mom did not realize the payment did not go through and made her standard mortgage payment on XX/XX/XXXX that was due on XX/XX/XXXX. It is not until she received a letter in the mail in XXXX stating that Freedom Mortgage had not received her XXXX mortgage payment that she realized was behind in her payments.
As soon as she realizes this, she calls on XX/XX/XXXX to understand and rectify the issue. In that call, she is connected with an individual who she is able to explain that there must have an issue with the payment processing. She was able to talk to this person in both XXXX and Englishmy mother is a native XXXX speaker and has limited English proficient. She told the individual that she had made the payment, but it must have gone to the wrong account. The Freedom Mortgage agent ( " Agent 1 ) then confirms to her that she can see that she tried to make a payment, but that it seemed to have been erroneously placed in the escrow account instead. Recognizing the issue was due to a misallocation of funds, Agent 1 tells her he will fix it and reverse the late charge. See FM Payment History showing a reversed late fee charge on XX/XX/XXXX. Agent 1 then tells my mother that as long as she makes the payment for next month, she will be fine and there will be no negative impact.
My mother then makes the payment on XX/XX/XXXX. See FM Payment History. In making that payment online, she sees that her account is still reflecting that she is behind on her mortgage so she calls again around or on XX/XX/XXXX. During her first call, she is connect to another Freedom Mortgage agent ( " Agent 2 '' ). In that call, she first asks for a XXXX-speaking individual, but is told by Agent 2 that the office does not have any XXXX-speaking agents. My mother then tries to explain the situation in English -- while explaining English is not her language -- and Agent 2 just keeps restating that no payments have been made that she can help only in English. My mom asks if she can be connected to someone else and Agent 2 states again that Freedom Mortgage did not have anyone in XXXX and that they would need to find an interpreter because agents only speak English. Agent 2 then tells my mother she will have to wait until they can find an interpreter. After waiting some time and feeling like she had been mistreated because of her XXXX needs, my mother hangs up and calls again to try to talk to someone else.
My mother makes another call that same day. During the second call, my mother is connected to a different Freedom Mortgage agent ( " Agent 3 '' ). Having been told there are no XXXX-speaking agent, my mom then tries to explain the situation in English. She explains to Agent 3 that she had been told that the payments had been resolved and her credit would not be affected. She further explains she had never had any type of issues with her mortgage before, and that this was all due to a series of mistranslations, misunderstandings, and errors ; she then drew attention to the reversed late fee as explanation as to why she had thought the issue had been resolved during that XXXX call. Agent 3 then explained to my mother the situation that occurred, that the escrow disbursement was not related to her payments to the mortgage like she had been told, and that she needed to make the two payments that month to get her mortgage up to date. She told Agent 3 that she would make the payments, but she wanted them to erase the mark against our credit histories since the issue that occurred due to misinformation she had been given ( she told him, why else would Agent 1 had reversed the late fee in XXXX ) and Agent 3 agreed. He said that as long as she made the two payments, our credit histories would not be affected because of this mistake. My mother then completed the first of these two payments over the phone that same day with Agent 3. She then made the second payment online on XX/XX/XXXX, thereby completing the terms Agent 3 had set forth and becoming up to date on the mortgage. See FM Payment History.
Since this issue, I have submitted three separate credit disputes to XXXX ( on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX ) and two to XXXX, without any success. Further, during my third dispute with XXXX, the agent specifically told me they would not remove the charge unless the creditor, Freedom Mortgage, agreed. So on that same day, XX/XX/XXXX, I also called Freedom Mortgage to ask them to rectify the situation. I was on the phone with Freedom Mortgage for an hour and twenty-four minutes. During my call, I was first connected with a Freedom Mortgage agent ( " Agent 4 '' ). I explained to them the full situation, along with the language issues, and Agent 4 agreed that given all the errors that our credit histories should be rectified by that she was not authorized to make that approval and that she would transfer me to a supervisor to complete the process.
I was then connected to a Freedom Mortgage supervisor ( " Supervisor '' ). Supervisor immediately made it clear to me that she was not interested in my dispute and that I was just wasting her time. Supervisor literally started the conversation with " so what happened? '' To which I responded, " what do you mean, like you want me to give a synopsis of what I want or whats happened? '' Supervisor then sighs and was like " so what I understand is your mom missed payments. '' So then I went ahead was like thats not a synopsis of what happened, and then summarized again the issue and my ask, to which she responds with, well thats not gon na happen. Thats not going to change. After this, Supervisor then, but go ahead explain the issue you think happened. I then responded with, " excuse me, did you just say that the decision isnt going to change? '' Supervisor responded, the conclusion was made and thats not going to change. At this point, I became very infuriated and asked Supervisor, " so then whats the point of continuing this conversation or me talking to you when nothing I say is going to matter and the decision isnt going to change. '' That's when Supervisor tried to backtrack and say " no maam what you said does matter. '' To which I interjected, " but if nothing I say will change the decision whats the point of continuing this conversation. Why do you want to know what I have to say if the decision is the decision like you said. What do you even want to talk to me. Supervisor then snapped and said, " because you insisted to speak with a supervisor after talking to the first person. '' I then responded, " no I really didnt, she was the one who talked about sending me to a supervisor because she was not authorized to approve a credit report change. '' When I said this, Supervisor placed me on hold for around twenty minutes.
After being on hold for about twenty minutes, Supervisor came back and said, " I reviewed the calls in XXXX, I concluded the investigation, the conclusion remains the same. '' I asked her if she was qualified to do the review and whether she spoke XXXX, she claimed she did not need to speak XXXX because " no XXXX was spoken. '' I then responded, " do I get any copy of the transcripts or the record with the analysis of how you came to that conclusion? '' Supervisor responded, " you will have to get an attorney and get them ... '' to which I interjected, " I am an attorney. '' So Supervisor added, " ok well ma'am you will have to subpoena the records. '' To clarify, I asked, " so this is the extent of the investigation at this point and nothing further will be done? So youre telling me what you just did is all that will be done? '' Supervisor was silent for a minute until she then states, " I will go get someone to begin the investigation, '' and put me on hold again for about seven minutes. Finally, she returned and stated an investigation was submitted and that a manager would reach out to me within seventy-two hours.
Since then, no one has reached out to me. A Freedom Mortgage agent ( " Agent 5 '' ) did reach out to my mother though on XX/XX/XXXX. Agent 5 did not speak XXXX, yet she called my mother dispute my providing my cell phone number, requesting I be contacted, and making it clear my mom could not have these conversations in English. My mom refused to talk to the individual after they asked her to share her full social security number over the phone and requested they call me. They did not. So my mom sent me a screenshot of Agent 5 's number and I called them on XX/XX/XXXX at XXXX XXXX ( EST ). Agent 5 did not answer so I left a voicemail leaving my name and number and requesting a call back. No call back was made. I have received no communication from Freedom Mortgage since then about the investigation. I called them again on XX/XX/XXXX to request information about the investigation and was simply told I would be called back.
This has taken tremendous amount of time from me and has negatively impacted my car insurance driver score so that over the course this year, I will end up paying over {$1000.00} more for the same insurance I have always had. Freedom Mortgage agents has been seriously unreliable, even if when trying to be helpful, in their information.
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| 07/15/2022 |
Yes |
- Mortgage
- Other type of mortgage
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- Struggling to pay mortgage
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Web |
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On XX/XX/XXXX I submitted an application for a COVID Forbearance plan due to my husband losing his job. We had also been keeping my daughters ( from my previous marriage ) with us all the time. ( I had shared parenting with my ex-husband ) as he was afraid to get COVID due to a weakened immune system. Although I am also a XXXX XXXX, I still wanted to try to give my daughters a normal life. They were exclusively attending school from my home for an entire year so bills were higher as he only pays {$150.00} per month which is the difference in the cost of their health care. He never paid anything extra for groceries, utilities, etc. I only applied for a 6 month forbearance as my husband was starting his own business. I called my loan servicer every month to try to communicate with them on the process & I also called a HUD counselor prior to doing this so that I understood the process. However, every time I called Freedom Mortgage the representatives I spoke with advised me NOT to make loan payments. When I called them told me that I would not make loan payments until I got my paperwork. This seemed normal during the initial 6 months. Then when I called in the 5th month because I still had no loan modification paperwork I started to worry. At one point I did have an escalated contact that had reached out. He seemed to be helpful but after a while he stopped responding. When it got close to my 6 month mark they indicated that there had been an error with my paperwork & that they had made a mistake with the interest rate & that due to the type-o that they had to send it back to be re-done. They also stated that due to high volume of people doing these forbearance plans that this was the cause for the delays. They also stated not to pay the mortgage & assured me everything would be fine. Even though my initial plan was to end on XX/XX/XXXX and my first payment was to be made XX/XX/XXXX and I called ready to make a payment I was told NOT to pay. They said that it would be ready for XX/XX/XXXX, so I waited and I called back. When I called back the next month though it was the same story all over again. There were more delays, the paperwork wasn't ready, I should pay & I should wait until the next month. This went on & on & on month after month. There were multiple delays explained to me by multiple agents & multiple times I was told repeatedly that my paperwork was either delayed due to volume of people that were doing forbearance plans or due to mistakes that were made on my paperwork. Multiple times I became worried and frustrated & asked to speak to a supervisor because this process didn't seem accurate. I didn't understand how I could request a 6 month Forbearance plan but have this process going on for so long. However, the supervisors ( or who I thought were supervisors ) would tell me the same things.
Finally in XXXX of XXXX I spoke to someone who told me that even though I was not getting my paperwork if I wanted to get out of Forbearance I needed to start making my mortgage payments anyway. This was the first person that ever told me this. So on XX/XX/XXXX I made a payment of {$1300.00}. She told me to call back in XXXX to make another payment even if I didn't get my paperwork. I did call back in XXXX to make another payment and the next agent that I spoke with actually once again told me that there was something wrong with my paperwork that it was being sent back to Underwriting again because it was changing again & that if I made a payment that it would cause the paperwork to be incorrect & that I would be causing more delays. So once again I had people at Freedom Mortgage giving me conflicting information. I asked to escalate my call & so the next person I talked to that day did confirm what the first person said. They told me NOT to make my mortgage payment for XXXX. They said that loan paperwork had to be re-done due to my escrow account & that by me payment the mortgage it would have cause more issues. She also said that she was doing call backs & she could tell I was upset & frustrated so she offered to call me back. She sounded very knowledgeable & educated on the process so I did ask her to call me back but she never did. So of course I called back again in XXXX. This time they told me that everything would be ready for XX/XX/XXXX. I thought everything was finally going to be ready. I asked them why the prior associate never called me back. I asked them to look into the notes to see why she didn't call back. They said she wasn't even at a level where she had permission to do call backs to clients. At this point I really started to question things. So once again I asked to speak to a supervisor. When I was transferred I asked them if they were a supervisor and they told me that they were part of an escalations team. So I questioned them again & said so let me get this clear, every time I have asked to speak to a supervisor, I am being completely ignored & just being transferred to an escalations team? And the person told me yes. So I began to ask her questions. This time I asked her what her ID was. Her ID was XXXX and her name was XXXX. I asked her what my current interest rate was on my offer, that was when she told me that it was 5.1 %! I had no idea through all of this that my interest rate had changed. No one had ever told me that each time they were re-doing my paperwork I was getting a higher interest rate. When my original mortgage with Freedom Mortgage was 4.5 % and the interest rate that I had in XXXX was 3.1 %, I had never spoken to anyone about the terms of the agreement changing. So then I began to ask her about the program that was being offered to me. She had no idea what it was. She couldn't even explain it to me & had to put me on hold to ask someone else. I asked to speak to a supervisor & she wouldn't even allow me to speak to a supervisor. She was very rude to me & actually told me that I had to pay penalties & interest on the unpaid payments which isn't even true. This woman had no business taking calls with customers, let alone being on an escalations team. At that point I got off the phone & just decided to call back at another time to actually get a supervisor on the phone as I was on the phone for hours. So I did call back just prior to the XXXX XXXX XXXX holiday. This time I did speak to a supervisor, her name was XXXX and I explained everything to her, and by this time I was in tears. She did explain to me that I was actually supposed to be making the payments all along if I wanted to come out of my forbearance plan & I explained that the representatives at Freedom Mortgage had improperly advising me for months. I only wanted a six month forbearance & I had been calling in every single month asking for help, asking for a supervisor, asking why my paperwork wasn't ready & asking why I couldn't begin making my mortgage payments & all along being told incorrect information. This isn't how this process is supposed to work & now I am suffering because of it. I now have much more money that I have to repay, I have a higher interest rate than what I had in the beginning & I am in a worse place that when I started this. This has caused me so much stress, my marriage is suffering, I can't sleep. She agreed this was completely unacceptable and she did submit an escalation to ask that my interest rate from XXXX be approved. She also told me that my paperwork was being sent back again for more changes though, so even though she was trying to help the same thing that has been going on is still happening. This place just can not get it together. Now they are saying that there are issues with my name. I sent in paperwork for my name change in XXXX. She also said that she would call me back right after the XX/XX/XXXX holiday but she didn't do it either. So I called back again this week and once again I escalated to a supervisor, XXXX who was very helpful and her manager, XXXX. This is the highest I have gone now within the company. The manager, XXXX did confirm that all of the escalations are in place that XXXX did submit but they don't have an answer as to if it has been approved. They said that they would return my calls but I have never once had a call returned yet from this company. I phoned the HUD line this week and had a counseling session with XXXX. I am calling in today to make my mortgage payment of {$1300.00} which is what XXXX the first supervisor told me to pay, the XXXX XXXX agreed that this was the amount I should pay. And when I had the counseling sessions with XXXX they said that I should file the complaint as this should never take this long. I feel that this program has been misrepresented to me. I asked for a 6 month loan modification and this went on too long due to Freedom Mortgage allowing employees who had no education on the process to take phone calls & advise home owners inaccurately.
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| 01/10/2023 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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THIS IS THE TIMELINE OF WHAT WE HAVE BEEN DEALING WITH FREEDOM MORTGAGE. WE HAVE DOWNLOADED DOCUMENTATION TO FURTHER PROVE THAT WE HAVE COMPLIED TO EACH & EVERY REQUEST FOR DOCUMENTATION REQUIRED BY FREEDOM BUT WE DON'T SEE WHERE TO UPLOAD ON THIS APPLICATION.. ALSO FREEDOM MORTGAGE RECORDS EVERY CONVERSATION WHEN CALLING INTO THEM XX/XX/XXXX contact Freedom Morgage to discuss options for a loan modification.
XX/XX/XXXX received information and application from Freedom Morgage to request a loan modification.
XX/XX/XXXX sent completed application to Freedom Morgage.
XX/XX/XXXX received form letter from Freedom Morgage requesting additional information and bank statements. Sent them immediately to Freedom Morgage.
XX/XX/XXXX called Freedom Morgage and spoke to representative XXXX about form letters and status of documents we sent in. I was told for the first time in that conversation that as soon as we went to loss mitigation we would be protected from any action to us or our property and that Freedom doesn't deny anyone loan modification.
XX/XX/XXXX called and spoke to XXXX, representative, for status and was told they needed form XXXX. Sent completed XXXX to Freedom.
XX/XX/XXXX called Freedom for status. Spoke to XXXX, representative, who couldn't give me any status information. Asked to speak to supervisor. Was connected to XXXX who was in Escalation Dept. who promised we would get a response and follow up call on XX/XX/XXXX. I was told it takes a minimum of 2 weeks for account to get " flagged '' and then an additional 30 days for them to review it and send it to loss mitigation and then to underwriting dept for options to modify our loan. I was also told not to make any further attempt at paying the monthly mortgage payment ( as we had borrowed money from friends and family to be able to meet previous months mortgage pymnts. He said until we were in the rears with the payments they would not take us seriously for loan modification. They told us not to make any more mortgage payments and that while we were in loan modification we were in a protected status. ( 2nd time we were told this ).
XX/XX/XXXX called again for status as we didn't want to lose our home. Spoke to XXXX, representative, who said the forms & application ( XXXX completed package ) we sent in XXXX had now expired and we needed to resend the complete package again, which we did immediaately.
XX/XX/XXXX called Freedom again on the XXXX to make sure they received the XXXX completed package. Spoke to XXXX, representative, and was told they had just scanned it into our file and would take 2 weeks to be reviewed.
XX/XX/XXXX called again to get status. Spoke to XXXX, representative, and was told nothing new so I asked for supervisor. I was then connected to XXXX who told me she was supervisor of the Escalation dept. and that they needed 2 months of current bank statements which I sent immediately.
XX/XX/XXXX called Freedom again and asked for the supervisors supervisor who they said was XXXX XXXX. He said would check with Escalation department for status. Another person, XXXX, called back and said she was a supervisor. Did not provide any new information.
XX/XX/XXXX called Freedom again asking for status. Spoke to XXXX who also said she was supervisor and was told we would hear something back within 90 days and to not expect anything before XXXX.
XX/XX/XXXX called Freedom again since we hadn't heard anything & it was past 90 days. Was told our XXXX complete package of forms had now expired & that the were back logged so to resend another complete package, which I did immediately.
XX/XX/XXXX called again and spoke to XXXX the supervisor again. Told her I was tired of getting run around and asked for her supervisor, who was XXXX XXXX. I was told he would return the call by the next morning. No call back.
XX/XX/XXXX called again and spoke to XXXX XXXX who gave me his direct phone number. He said he would personally take over and make sure we had resolution soon. He would check with Underwriting department and call me back the next day.
XX/XX/XXXX no call back. I called direct number and left voicemail message.
XX/XX/XXXX XXXX called back and said the underwriting department said they needed updated bank statements. I sent immediately.
XX/XX/XXXX Spoke to XXXX at Freedom again. He said everything had gone to underwriting department but they were requesting a new completed package yet again. I told him that was unacceptable as we have sent 3 completed packages 3 times and Freedom is the ones who have let the forms expire. He said he would speak to the legal department to see if they would not make us send another package.
XX/XX/XXXX XXXX called back and said legal said we have to submit another completed forms package. He said to send directly to him and he would make sure to deliver them to underwriting and make sure they wouldn't expire again.
XX/XX/XXXX called XXXX directly and told him we had just completed the 4th package and would send directly to him.
XX/XX/XXXX went to XXXX to send the 4th time, a total of XXXX pages, which I sent directly to XXXX XXXX at Freedom XX/XX/XXXX called XXXX at Freedom to make sure he had received the forms. He said yes and would make sure they got to Underwriting dept and they would not expire again.
XX/XX/XXXX called Freedom again and was told XXXX was out of office until XX/XX/XXXX. Spoke to XXXX, representative, and told her I needed to speak to someone in authority to get status. She checked with underwriting and told me I would get a call by XXXX the next day. No call back XX/XX/XXXX called Freedom again. Recorded message said offices were closed in observance of XXXX.
XX/XX/XXXX called Freedom again. Spoke to XXXX, XXXX supervisor ( single point of contact ) who said they required a complete package to be submitted again. She went through everything page by page that needed to be sent.
XX/XX/XXXX went to XXXX XXXX XXXXo make another copy of everything XXXX told me. Total of 120 pages. Then went to XXXX XXXX XXXX mail XXXX XXXX to Freedom Mortgage and also did return receipt with signature by Freedom.
XX/XX/XXXX called Freedom spoke to XXXX. Checking on package if they received. She said NOT received yet and they will be closed on Monday XX/XX/XXXX for new years holiday. Left message for XXXX and XXXX to call me.
XX/XX/XXXX received call from XXXX XXXX of Freedom. He will look & watch for package of documents. He will call as soon as they are received and get them to underwriting department ASAP.
XX/XX/XXXX called post office to verify if Freedom received package. And yes it was confirmed.
XX/XX/XXXX called Freedom spoke to XXXX. Documents haven't been scanned in yet.
XX/XX/XXXX called Freedom again to speak directly to XXXX. She wasn't available & had to leave another message to call me back. Asked for her email address was given XXXX XXXX freedommortgage.com sent email to her but it came back as undeliverable. Resent a copy of email to XXXX XXXX.
XX/XX/XXXX called Freedom asked for XXXX. Was told XXXX was at lunch and would return in an hour. Left message for her to return call as it was urgent. this was the 3rd message left for her. ( this was at XXXX ). Waited for call back but nothing. Called again at XXXX asked for XXXX. Told not available. then asked for XXXX also told not available. Asked to speak to supervisor in charge. Was on hold for over 30 mins and then they disconnected me. Called XXXX 's direct phone line and left a message stating I was very upset and to call me back.
Nothing. Called Freedom back spoke to XXXX asked for supervisor. on hold for another 15 mins. Finally, XXXX another XXXX supervisor came on line. Told her I have been waiting all week to speak to XXXX and/or XXXX. Told her we now have written proof with signature that XXXX received the documents and that XXXX told me it was now scanned in. I asked why no one had returned my call. She said they don't return calls if there is nothing to report even if they say they will call back. I told her that was very poor business and that we were ready to seek legal action. She said go ahead do what you have to do.
XX/XX/XXXX called Freedom. Spoke directly to XXXX XXXX ( emp XXXX ). Told him we have proof that Freedom rec 'd the 5th complete package of documents we sent in and that they were received on XX/XX/XXXX. He said he didn't see them uploaded to our file yet. So now it appears that the 5th package is lost at Freedom yet again. Told him to find them!!!! and find out who has them. Told him I expect a call back today. He said he would call back shortly after XXXX today.Told him our proof they rec 'd should stop foreclosure proceedings.
XX/XX/XXXX no return call from XXXX, as promised.
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| 06/20/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Servicemember |
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XXXX XXXX XXXXXXXX took over servicing of our mortgage loan in XX/XX/XXXX. We were in loss mitigation and had paid 3 of the 4 trial payments prior to modification of the loan. A modification agreement was signed and recorded among the Land Records of my county. Although I did not know it, the modification extended our maturity date from XXXX to XXXX.
Almost immediately after the modification was recorded, Freedom sent an un-signed form letter stating they could not help us from our hardship because we were not 90 days in arrears. From that time forward, Freedom has mis-managed our loan and mis-stated every single fact to me. It was an incredibility helpless feeling to be unable to obtain any reliable information. XXXX ( XXXX ) was my single point of contact, but he was never available. When I called I would be switched from person to person and each one would tell me a completely different story. The last person I spoke to was XXXX ( XXXX ) ; she told me she had to report the fact that the modification agreement had been recorded to underwriting, and that I would receive a call back on Tuesday ( XX/XX/XXXX ). No one has ever called me since then. It also seemed very strange, in light of the number of times I was told Freedom had not received the modification agreement, that no ever called XXXX XXXX, the closing attorney. He sent all the signed papers back to Freedom.
Of course, I never believed that Freedom had not received the signed modification agreement, because the signed papers showing the banks signature had been returned to me. In addition, a self addressed federal express package was provided at closing for the closing attorney to return the signed documents. In addition, the modification agreement had been recorded among the Land Records of XXXX Co on XX/XX/XXXX in Book XXXX, Page 3303, Instrument ID No. XXXX.
As it was exceedingly clear that no one was ever going to call me back, on XX/XX/XXXX, I sent a Notice of Error Resolution. Freedom acknowledged receipt and said a response would be forthcoming within 60 days. No response was ever received.
This whole year, whoever was responsible for imputing the modified terms in the computer, did not do their job, because Freedoms records reflected the loan terms prior to modification. I paid every payment in the modified amount on time ( {$1600.00} ), however you continued to send delinquency notices ( stating {$2100.00} was due ). I have never felt that helpless in my life. I thought at least one person there would listen to me. But everyone had a different story.
When 60 days passed on the Notice, I contacted XXXX XXXX XXXX XXXX. They refused to help. It was clearly out of desperation that I then contacted XXXX at XXXX, and I am thankful that she intervened.
As recently as XX/XX/XXXX, I spoke with XXXX ( XXXX ) who told me the modification had never been received and she said she sent a new document that day to be signed. I told her that was not true. Obviously, she didnt send a new agreement.
XXXX worked with XXXX XXXX in straightening out the records. Absolutely everything was incorrect in your records. XXXX contacted me on XX/XX/XXXX, and advised she had completed her investigation and assured me that everything she was able to do had been accomplished. She told me I was only to speak to XXXX XXXX as my point of contact. She further instructed me to write a confirmatory letter to Freedom, and to file an action with CFPB to make sure there was full compliance with all her requirements. I couldnt believe the nightmare was over ; but in fact, I found that it wasnt. The confirmatory letter was mailed, emailed and faxed to XXXX XXXX, Senior Vice President of Servicing on XX/XX/XXXX.
I called Freedom that day and XXXX ( XXXX ) answered the phone. I asked for XXXX XXXX but he would not let me speak to her. He insisted he could help me, even though he had never seen my file before. I continued to ask for XXXX XXXX and he told me she would not speak to me. Things went from bad to worse. Once again, no one was going to listen to me. XXXX told me XXXX XXXX said I was lying. He became loud and overbearing. Finally, I insisted on speaking to a supervisor. He told me XXXX ( XXXX ) would call me within 48 hours. XXXX never called.
I continue to look for someone at Freedom who doesnt lie about absolutely every facet of my transaction. I do not know XXXX XXXX full name, but XXXX told her I would be calling and she decided to call me a liar. There remain three matters of concern that XXXX XXXX must see to immediately.
1. The credit rating and score of XXXX XXXX XXXX has been damaged severely. Notwithstanding the fact that we were never delinquent, and in spite of the fact that the law prohibits the creditor from filing any negative information with the credit reporting agencies ( not to mention false information ), within 60 days from the Notice, Freedom did in fact report that we were 60 days late. I reviewed XXXX credit reports and, in XXXX, the negative information had been reported to both XXXX and XXXX. I did not see a report from XXXX. This was against the law in so many ways, I cant even believe that a responsible lender would undertake such destructive actions in reporting totally false information. On XX/XX/XXXX, XXXX credit score was XXXX as reported by XXXX. Now, due solely to Freedoms willful acts, his credit score is XXXX. XXXX XXXX XXXX XXXX POINTS! Freedom must act immediately to re-establish his prior credit rating. It is well established how this score effects everything else including insurance, but he is now unable to co sign for me to allow me to get a new car. His score must be restored to XXXX within one week, by XX/XX/XXXX.
2. The modification agreement extended the maturity date so that our loan is now a 46 year term, with an additional 192 payments totaling {$390000.00} due. This was done without any notice to us. XXXX XXXX XXXX XXXX said this would cause credit scores to plummet. Moreover, I cant understand why this was even done. Since the difference between the modified payment amount and the original amount is to be added to the principal balance, there was no reason to take this action. Even now 6 months after the modification has been recorded, I still have never gotten a response to this question.
According to XXXXs letter, the credit reporting agencies can react negatively when a modification is recorded. Since the XXXX mortgage is shown as closed on the credit report, Freedom has taken the position that this modification is a new loan. In that case the adverse impact is much more severe.
3. Freedoms Escrow Account Disclosure Statement dated XX/XX/XXXX, shows a surplus of {$360.00} with a note stating Due to the delinquent status of your account, your surplus will be retained until the account becomes current. That money must be returned to us immediately.
4. Probably the most surprising thing to come out of all of this, is that 2 weeks ago my statements said I was in arrears in the amount of {$6800.00} ; Unpaid late charges were {$650.00} ; amounts were being put in a suspense account, and Freedom had even raised my monthly payment because they adjusted my adjustable rate payment. Now the current statement and loan overview reflect the terms of the modification agreement ; there has been more than a {$2000.00} increase in the principal balance and some of the fees and late charges have been waived. It even appears the monthly payment has gone down to {$1600.00}. However, no one felt it was necessary to call me and explain what was done or answer any questions I may have. And I do have questions as anyone would. Freedom charged late charges in the amount of {$650.00}, but now only show that late charges were waived on XX/XX/XXXX in the amount of {$61.00} where is the rest. I cant even begin to express how unprofessional it was not to follow things up with me. If you were ever going to make a call to a borrower, this would have been the time. Freedom may be concerned about its liability for everything they have done to me since XXXX, as well they should. I am well aware of how responsible they are for everything that has happened. No one seemed to be at all concerned over the incredible amount of lying that was going on. Absolutely incredible there were never any supervisors available to handle my calls. And even though messages were left, not one supervisor ever called me back. I have been raising that issue for the last 6 months. In fact, I dont see one statute that Freedom came close to full compliance.
I can not even summarize the problems Freedom has caused me nor express the stress and anxiety its actions have caused.
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| 01/23/2021 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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In response to XXXX XXXX XXXX XXXX Customer Service Freedom Mortgage Corporation on XX/XX/XXXX : XX/XX/XXXX About XX/XX/XXXX, I was offered a mortgage modification Trial Period Plan. I was currently behind for payments due in XX/XX/XXXX and XX/XX/XXXX. I fell behind due to a loss of employment from XX/XX/XXXX to XX/XX/XXXX. Though I stived to maintain payments, I sought this as an opportunity to get back on track faster and resume normal payments as currently agreed ; however, this was not necessary on my part, but my wife and I decided to agree to the mortgage modification Trial Period Plan. I received the packet ( dated XX/XX/XXXX ) for the arrangement to make three ( 3 ) monthly payments of {$1200.00} beginning on XX/XX/XXXX ; XX/XX/XXXX ; and XX/XX/XXXX. Keep in mind I had to make these payments each month even though in XX/XX/XXXX, I offered to pay for two ( 2 ) months, but was denied to do so by the customer service agent.
About XXXX XXXX, I reached out to Freedom Mortgage to discuss future payments and was told to expect a letter in the mail that will explain what the next steps will be. I never did receive a letter to this day about that. In fact, the only thing I received from Freedom Mortgage were monthly statements, and are still received today. I called Freedom Mortgage again in XX/XX/XXXX to make a payment since the option online through the website was not an available option. The letter was again mentioned, however I explained that I did not receive anything other than the monthly statement. The customer service agent explained that since the letter was not received by them from me, that I would then have to complete a loan modification application. I received a letter from Freedom Mortgage ( dated XXXX XXXX XXXX ) indicating that the Modification Documents were Not Returned to them. Again, up until XX/XX/XXXX, all the documents that I have ever received from Freedom Mortgage were monthly statements. I also received a letter from Freedom Mortgage XXXX dated XX/XX/XXXX ) indicating that they have not received loan payments for the period of XX/XX/XXXX through XX/XX/XXXX and that my loan is now in default, despite completing the mortgage modification Trial Period Plan from XX/XX/XXXX to XX/XX/XXXX.
On XX/XX/XXXX, I reached out to Freedom Mortgage to inquire about a loan modification packet, which I still did not receive, and discuss payments with XXXX, employee ID # XXXX. Again, I requested to make a payment, but was denied to do so ( even though I received a letter dated XX/XX/XXXX requesting for a payment in the amount of {$13000.00} ) by XXXX since I was entering a loan modification.
I finally received the loan modification packet on XX/XX/XXXX. On the envelope, it listed Return To Sender and had a stamp indicating Attempted, Not Known by the United States Postal Service ( USPS ). My wife and I completed the application on XX/XX/XXXX and returned it back to Freedom Mortgage. On XX/XX/XXXX ( XXXX HST XXXX HST ) I received a call from XXXX, employee ID # XXXX requesting for additional documentation. I received another call on XXXX, XXXX, XXXX from XXXX, employee ID # XXXX, also requesting for additional documentation which was weird because I had just spoke with XXXX, employee ID # XXXX, on XX/XX/XXXX ( XXXX HST-XXXX HST ) of the documents requested and explained why they were not available. Of the missing documents were taxes for the XXXX calendar year of which I did not file since there were delays from the company that normally completes it, and then with the XXXX calendar year taxes were delayed as well due to the COVID-19 pandemic, shifting my appointment to early XX/XX/XXXX. I submitted an email indicating that as well on XX/XX/XXXX, however, it was requested on XX/XX/XXXX that I submit the email with a wet signature, and then return it via email. On XX/XX/XXXX, I was asked to submit a wet signed letter via email to explain why I did not currently have an updated rental agreement of the rental property ( XXXX XXXX XXXX XXXX XXXX, XXXX, TX XXXX ). It was at this point I began frustrated of the repetitive issues that were already addressed and requested that an XXXX Officer/Manager/Supervisor contact me going forward.
I received several calls from Freedom Mortgage employees going forward ( XXXX, ID # XXXX ; XXXX, ID # XXXX ; XXXX, ID # XXXX ; Ms. XXXX ; did not give ID # ; and XXXX, ext. # XXXX ). It was the call from XXXX XXXX on XX/XX/XXXX of which she indicated that she is a supervisor and will be personally handling my application. Ms. XXXX told me that she would follow back up with me on Tuesday, XX/XX/XXXX as she noticed all the documents that were indicated as missing have been received and consult with the underwriters to see why there is an ongoing delay. I never did get that call. Instead, I figured Ms. XXXX needed more time, so I waited until the following week to call for an update. Ms. XXXX mentioned that some of the documents that were submitted have now become out of date and that I would need to resubmit them. I resubmitted the entire packet and updated documents via email to Ms. XXXX Freedom Mortgage email ( XXXX ) and to the customer service email group ( XXXX ) on or about XX/XX/XXXX. I again received a letter from Freedom Mortgage ( dated XX/XX/XXXX ) indicating that there were still missing documents of which I sent in. I continued to reach out to Ms. XXXX only to receive little to no support and then eventually a closed response via email and phone calls after XX/XX/XXXX.
I received correspondence confirmation letters from Freedom Mortgage on XX/XX/XXXX and XX/XX/XXXX. Again, I was contacted via telephone of missing and/or out dated documents. Again, I returned the complete application and resubmitted documents via email on XX/XX/XXXX ; XX/XX/XXXX ; XX/XX/XXXX ; XX/XX/XXXX ; and lastly faxed ( ( XXXX XXXX XXXX ) the application on XX/XX/XXXX. I did receive a phone call on XX/XX/XXXX requesting yet again for the documents that I just submitted a week prior. Two ( 2 ) letters from Freedom Mortgage did come via USPS indicating the same thing of the phone call, missing documents. I did receive a phone call on XX/XX/XXXX to discuss receiving a payment ( second time this was offered ; first time in XX/XX/XXXX ) of past due amount. I explained that I was being dragged through an ongoing loss mitigation application and then mentioned that I saw that there was a local office in XXXX, HI. The customer service agent then asked if I would like to have a face to face with one of their representatives. I agreed and were told that someone will be contacting me to schedule the meeting by XX/XX/XXXX. That never happened, in fact, another call came on XX/XX/XXXX asking about missing documents, and then when I mentioned about the face-to-face meeting, the customer service agent said well Sir, we are going through a pandemic. My thing is, why offer services you are not able to complete ; hence this loan modification application. The face-to-face meeting could have been executed via XXXX, but again, to this day ( XX/XX/XXXX ) no one has contacted me to schedule the face-to-face meeting. I have tried to call the local office ( ( XXXX XXXX XXXX ) only to leave messages with no answer and/or return call. The customer service agent I spoke with on XX/XX/XXXX also said that the local office may not really be affiliated with Freedom Mortgage, even though it bears the name in two locations ( XXXX and XXXX ) on XXXX, HI.
Today is XX/XX/XXXX. My wife and I have been seriously affected by this process from Freedom Mortgage to include but not limited to emotional suffering, credit scores ; which has also been identified on government clearances which could affect our employment in the near future, and confidence of Freedom Mortgage. I cant help to think why something so simple is being dragged through the mud and the feeling that if Freedom Mortgage are doing this to me, a XXXX year highly decorated XXXX Veteran, they are definitely doing this to other Veterans, Civilians and Federal employees. All I wanted were to resume payments in XX/XX/XXXX, but over a year later, the loss mitigation application is still not complete according to Freedom Mortgage. Every time a customer service agent calls, it is always something different that is missing and/or out of date which has become beyond tedious. Ironically, I received a call from Freedom Mortgage XXXX XXXX XXXX XXXX today, ( XX/XX/XXXX ) at XXXX HST , and when answered, no one said anything, they just hung up. This about the fifth ( 5th ) time this has happened within the last years ' time.
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| 06/22/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I have been having an ongoing issue with being overcharged unspecified fees by Freedom Mortgage Corporation on my monthly statements since XX/XX/XXXX. I have inquired every month since XX/XX/XXXX for a detailed explanation of what these fees are on my monthly statements. On XX/XX/XXXX when I first called Freedom Mortgage customer care about this issue, the Freedom Mortgage representative told me that there was an escrow shortage of {$81.00}. She told me that this was due to the escrow analysis done on XX/XX/XXXX and went to effect on XX/XX/XXXX. This Freedom Mortgage representative told me that making the payment for the escrow shortage would fix the issue and that every month after then there would be no fees. I made a payment with this Freedom Mortgage representative on this call of my monthly payment of {$840.00} and the {$81.00} for a total payment of {$920.00}. The Freedom Mortgage Representative told me that would fix the issue moving forward. It did not. My XX/XX/XXXX statement listed an unspecified fee of {$40.00}. I continued to have this same issue of unspecified fees each month. I consistently have called every month since XX/XX/XXXX and every time I have been told a different explanation of these fees from a Freedom Mortgage representative. No one has sent me any written explanation for these fees either. Below, I have detailed every date I have called Freedom Mortgage customer care ( XXXX ) to get this issue resolved.
Dates of calls to XXXX XXXX : XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX On XX/XX/XXXX, I called Freedom Mortgage customer care and requested to have this issue escalated with the Freedom Mortgage representative. That representative shared with me that the issue was that I was still being charged the old payment before my escrow analysis that went into effect XX/XX/XXXX. This same representative told me that Freedom Mortgage Corporation is still charging me {$880.00} every month. The amount of {$880.00} was my monthly payment amount before the escrow analysis done on XX/XX/XXXX. That escrow analysis changed my payment to {$840.00} effective on XX/XX/XXXX. It was explained by this representative that Freedom Mortgage has been taking {$40.00} out of my escrow for months due to charging me {$880.00} per month instead of the new monthly payment of {$840.00}. Every month, since XX/XX/XXXX, besides XXXX when I was incorrectly charged an additional {$81.00}, I have been making on time monthly payments of {$840.00}. That representative that I spoke to on XX/XX/XXXX, escalated the issue to the escalation team. At that point, I was being charged {$81.00} ( {$40.00} x 2 months ) again in fees on my XXXX monthly statement. This Freedom Mortgage representative also shared that the payment of {$81.00} should not have been taken on XX/XX/XXXX because the escrow shortage is a mistake with the Freedom Mortgage system.
After this, my statement for XX/XX/XXXX did not have any fees listed so I thought the issue was fixed after being escalated. I also called the Freedom Mortgage customer care on XX/XX/XXXX to confirm and that representative shared that the issue had been resolved. However my XX/XX/XXXX statement again had a charge under fees of {$40.00}. I called in XX/XX/XXXX and XX/XX/XXXX as mentioned above and none of the Freedom Mortgage XXXX resolved the issue. They were only able to notate the account and tell me to call back. Those Freedom Mortgage representatives I spoke to had no explanation for why this was happening. On XX/XX/XXXX, when I called Freedom Mortgage customer care I requested a detailed written breakdown of these other fees that were on my monthly statement. Which at this point totaled {$120.00}. The Freedom Mortgage representative I spoke to on this day did not have any information to send me the breakdown and could not explain what these fees were for. The representative told me that they had to put in a request for another department to mail me a breakdown of these fees listed on my statement. The representative said I would receive this information in the mail by XX/XX/XXXX. I also requested this Freedom Mortgage representative to send me my payment history since XX/XX/XXXX. On my online portal, the payments Ive made each month are not accurately shown. The representative was able to email me the payment history, however the document emailed to me was not clear. The payment history Freedom Mortgage has listed on their online portal does not match the payments they have taken from my bank account, which is another issue I am having. On XX/XX/XXXX I did not receive anything from Freedom Mortgage as the representative had told me. I called the Freedom Mortgage customer care line again on XX/XX/XXXX to request an update. I called around XXXX XXXX and that Freedom Mortgage representative was no help. The representative 's name was XXXX. That representative could not explain what was happening and said I would have to wait until XX/XX/XXXX for the breakdown of the fees to arrive by mail. I made a request for this Freedom mortgage representative to escalate my issue. The representative put me on hold to speak to their leadership and when they returned told me that they could not escalate my issue nor could they escalate the request for the statement that would break down the fees. I ended the call with that representative and called Freedom Mortgage customer care back to speak to another representative. I called around XXXX pm EST on the same day, XX/XX/XXXX. I requested for my issue to be escalated with the new representative and this representative said that they actually could escalate this issue to their escalation team. The representative got the Freedom Mortgage escalation team on the line and I explained the 8 month issue with my account.
The Freedom Mortgage escalation representative name is XXXX XXXX. XXXX went through the specifics of the escrow analysis with me. After XXXX looked further into my account with a supervisor, XXXX said the same thing as the Freedom Mortgage Customer care representative that I spoke to on XX/XX/XXXX. Which was, the fees '' on my statement were from an escrow shortage due to Freedom Mortgage taking {$40.00} for months out of my escrow. XXXX told me she sent an email to the Cash Department for details on the charged $ XXXX to my escrow for multiple months. XXXX said to me that her supervisor is looped in and confirmed my contact number on file ( XXXX ). XXXX told me she would follow up with me when they received a response to that email to the XXXX Department. I shared with XXXX that since {$840.00} ( my new payment since XX/XX/XXXX ) and {$40.00} ( the unexplained fees taken out of my escrow ) equaled a total of {$880.00} ( my monthly payment prior to the escrow analysis done in XX/XX/XXXX ), that it seems to me that the representative that I spoke to on XX/XX/XXXX was correct all along and that Freedom Mortgage has been overcharging me, taking funds out of my escrow and then charging me for the escrow shortage on my monthly statements. XXXX agreed that that is what it seems to be but that she wanted to be certain by having the Cash Department confirm in email. I have asked for an email to send this letter to but was told there is no email by two Freedom Mortgage representatives. They advised me to send the letter through the message center on the online portal. On XX/XX/XXXX, I sent a letter to Freedom Mortgage through my online portal. I received no response. I also have had no update from the escalation team member XXXX XXXX. I called Freedom Mortgage escalation team on XX/XX/XXXX and spoke to a representative named XXXX, member # XXXX. XXXX was not able to assist. He read all of the notes in my account and told me he had reached out to XXXX for her to call me back same day.
At this point, the issues with my Freedom Mortgage account have become unethical. Freedom Mortgage has been made aware of my account being overcharged monthly since XXXX and for 8 months has not resolved the issue but instead has continued to overcharge my escrow. Along with that, on XX/XX/XXXX the Freedom Mortgage representative that I spoke to charged my bank account an additional payment of {$81.00} for incorrect escrow shortage fees that I did not owe. It has been 8 months that I have been given the run around with no resolve from Freedom Mortgage. With that, there is also the issue of inaccurate payment history records on the Freedom Mortgage online portal that do not match what Freedom Mortgage has withdrawn from my bank account every month.
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| 09/20/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I have been having issues ever since they offered a Covid Forbearance Plan. They kept calling offering the Forbearance and I declined. I finally got tired of the calls and told them to go ahead and tell me about it. I was told they were offering 6 months of no payments and nothing would be reported to credit buearus of anything so it wouldn't negatively effect my scores. I was told our account would just freeze and there wouldn't be any late fees or anything that we would literally just pick the payments back up where we left off after the 6 months were up. Ok that sounds great, yes I'll take the Forbearance. That was in the fall of XXXX. Well around XX/XX/XXXX our Forbearance was coming to an end. Freedom Mortgage called to inform me I would need to start my payments back up and asked how I would like to get caught up on the 6 payments I never made. Confused and completely shocked I asked them what they meant by that. They offered about 6 or 7 options on how to pay the balance we now owed. I was absolutely irate. I told them they were wrong for scamming people, for taking advantage of the pandemic, and for calling me and telling me lies! I talked to several people around that time with freedom mortgage and was even told by them that they weren't even sure how everything was going to go after a Forbearance was over because they just let the balances owed increase but never reported to the credit buearus. So now I'm stuck trying to figure out how I'm going to pay all this money back. Well after several conversations, we agreed to the loan modification process because I had to leave my place of employment during the Forbearance due to losing child care related to the covid pandemic. I had to leave my employment after almost 9 years. This took a huge toll on my income. Well XXXX told me they would review my modification application and let me know. Well I was approved and my rate went down and my payments went down. Wonderful. They sent me the documents to get signed and notarized and sent back. Got all that done within the time allowed. My new modification went into effect XX/XX/XXXX with next payment due XX/XX/XXXX. Started making my new payment amount in XX/XX/XXXX as instructed due to 2 months being needed for all paperwork to be done after Forbearance was lifted and modification in place. After a few weeks I never heard anything back. Months go by and I'm still making all my payments as required. They finally call me and tell me my notary made an error on the date of my documents. I asked for proof and they couldn't provide it. Said the account was only noted but documents were never scanned into the system which they even found odd. Well they said no problem we will send new ones. Well, we are now into XXXX or XX/XX/XXXX and still not resolved. I called them again, they then said I have an issue because I had gotten married since buying my house and they have to update that with proper proof ; marriage license only. I had already told them I had gotten married and they said that wouldn't be an issue and there was nothing I needed to do and documents were on the way. Well, they couldn't accept those. So just trying to get this done I emailed my marriage license to the email they provided. Weeks go by and nothing. Call again. They said they never received the marriage license and to resend it along with my updated drivers license to a different email address. I was getting mad because I had already emailed the marriage license and once again another excuse for not doing their part. They told me the original email address was no longer in use. Anyways, I get another call that they never received my proofs again! I'm mad. I feel like they were just letting all my documents show to the world and didn't care about my privacy. They told me to send them again but back to the original email address! Someone had once again lied to me! Moving on, they finally got the proofs as I had the lady stay on the phone with me til they showed up. Anyways, name change completed. New documents were on they way, almost a year later. I requested they send their notary so mine couldn't be accused of making any errors. I received documents, notary showed up with her copies of the documents and said we would just use hers. They were the same. This was XX/XX/XXXX I believe. She was great, told me she would send them back to FM and they would call me. Never heard back. By XX/XX/XXXX, they removed the option to make any less of a payment amount than what your account balance showed in full. Well, my account showed several thousands of dollars behind. They were not applying my payments!! I had to call them to make my payments and every call lasted forever because I had to explain to every single person this entire mess! Anyway, while making my payment call, I asked about my modification. They said they didn't see anything about the received documents on my account. Here we go again!! They finally called me to let me know the underwriting team had made an error on the percentage rate. It was a small one but they would correct it and that's what stopped those documents. Well move forward to XX/XX/XXXX and they have now increased the percentage rate over 2.5 % higher and my monthly payments are different. I never received documents but rather was told to make a verbal agreement on the phone. Uhhh no! I requested that be sent back and told her I had been making my payments every month as it was agreed upon back in early XXXX. She agreed and sent it back with high priority. 10 days and I'll hear from them again. I've always been told that, never happens. However, she told me I did not need to make the XXXX payment because they were in the process of applying all my payments from over the past year and if I was to make another one they would have to start back over and make sure everything applied right. Well, that actually made sense to me because my account balance was starting to show less but still wayyyy off. I called again towards the end of XX/XX/XXXX because the 10 days were up and still nothing. I talked to another representative, explained everything, she was confused. She reviewed everything once again and said all my payments were behind and it showed 10 months unpaid. That's not true! 6 months Forbearance and 2 months while they were entering the loan modification in early XXXX. My account balance is completely wrong! She said they still showed the higher rate and that I need to make a payment like I originally wanted to do. I made another payment and told her I was not going to accept the higher rate as my loan modification was already agreed on in early XXXX. She noted the account and sent it back to the modification department. Here were are in XX/XX/XXXX. Called to make my payment and get the latest excuse for my messy account. Payment made, notes reviewed, they sent back the same offer. Higher rate, nothing changed. Declined it again. She had a supervisor review the account and the supervisor agreed with me and said they should honor the original modification and sent it back in. 10 more days. Mind you I have threatened with XXXX, switching mortgage companies, and a lawyer, but they don't care. Today, XX/XX/XXXX, I received XXXX of the XXXX calls I have gotten during this whole mess telling me my account is several thousands behind and I need to make a payment. I'm sick of the excuses and the wrongful accusations this company is causing. The harassing calls for more of my money when they aren't even showing my payments correctly!! The reps always apologize and say it's policy to call when there's a balance showing and they aren't able to review notes until after they talk to the customer. Well my account should be an exception to that. Anyways, she told me the decision hasn't come back yet and thanked me for being a freedom mortgage customer, HA yea sure! I dispise this company and the way they have used covid to trick innocent people into their scam is sickening. I will not accept this harassment any longer. They are horrible and I will never recommend them to anyone. I want my account fixed and my balance corrected. They never told us we would owe any of the 6 months payments back. It was a freeze!! Now they say I can't refinance, sell, or finish my loan term until I pay everything they show I owe from the Forbearance and no telling what all else they have added!!! Worst mortgage company around. I was advised from a legal standpoint to make this complaint as step 1. There will be more steps coming if this is not handled promptly and efficiently.
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| 05/14/2021 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
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On XX/XX/XXXX, I sent an email to XXXX, per company agent, requesting the escrow account associated with loan # XXXX be absolved for both property taxes and home insurance. At that time I was asked to provide proof of homeowners insurance ( with the Declarations page ) and payment of property taxes. After several subsequent calls and emails to Freedom Mortgage providing numerous agents duplicates of the same information, three months later I finally received a notification letter dated XX/XX/XXXX, stating my escrow account had been absolved with an effective date of XX/XX/XXXX. ( Mortgage statements following this notification reflected accordingly. ) Following absolve of the escrow account associated with my VA loan # XXXX, I submitted application to refinance the loan to procure a lower interest rate. After an additional four months back and forth with Freedom Mortgage attempting to initiate the loan, to my surprise on XX/XX/XXXX, I received a postal notification stamped XXXX XXXX ( NMLS # : XXXX ) informing that my refinance loan # XXXXXXXXXX request had been withdrawn and the loan cancelled. Although the letter stated otherwise, this was not initiated at my request. Oddly a couple days later a representative reached out requesting information and I sent home declaration documents via email to XXXX re : loan # XXXX. Nothing was heard thereafter.
I initiated an application for a third VA loan refinance the following year on XXXX, XXXX, XXXX. The loan application was submitted and accepted on XX/XX/XXXX, per representative under loan # XXXX. I was informed that the typical refinance process was approximately 30 45 days to close. Currently its been
four month to no avail. Despite providing requested documents to agency representatives several times and a plethora of email correspondence ( see Enclosures ) to date [ XXXX XX/XX/XXXX ], this process is still ongoing. As outlines below, documents provided include proof of homeowners insurance ( declaration page ), proof of payment for homeowner insurance, and proof of payment for property taxes. I also enlisted the assistance of XXXX, my insurance company, to provide requested proof of insurance and payment.
Since XX/XX/XXXX, Ive had four failed closings all the result of numerous errors which can be attributed to oversights by Freedom Mortgage ( FM ).
Closings scheduled and noted errors : XXXX XX/XX/XXXX Received correspondence from Senior Loan Officer, XXXX XXXX ( NMLS # XXXX ) whom I had spoke with extensively on my loan and the VA refinance.
XX/XX/XXXX Received phone call from XXXX XXXX who informed that my escrow wavier has been approved. During The call we also discussed a new rate and settled on 2.25 % loan refi.
XXXX XX/XX/XXXX XXXX sixteen ( 16 ) page XXXX document to XXXX per rep for home owner insurance with effective date of XX/XX/XXXX. I was informed someone would verify with XXXX. ( initially sent XXXX XXXX and XXXX on XX/XX/XXXX ) Following phone call to FM, XXXX requested paid in full receipt for the property taxes and home insurance showing as paid for the year.
XX/XX/XXXX Resent XXXX homeowners insurance documents to XXXX XX/XX/XXXX Sent home declaration documents a 4th time to XXXX and XXXX XXXX XX/XX/XXXX Received text notification from XXXX Law Firm re : scheduled closing with XXXX XXXX on XX/XX/XXXX XX/XX/XXXX Notified Freedom Mortgage ( FM ) escalations Team that the notary nor myself had received closing documents for the XX/XX/XXXX scheduled closing date. Final Disclosure was email same day from XXXX.
Thereafter, I immediately called to inform XXXX of the discrepancies with CD.
XX/XX/XXXX Responding to XXXX former email, I/the made her aware that, Todays closing was cancelled by XXXX XXXX firm ( via text ) as neither party received the required documents to move forward with the loan signing. The following were cc on the correspondence : XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XX/XX/XXXX XXXX email to XXXX requesting a return phone call about the loan.
XX/XX/XXXX Received email from XXXX stating FM was, awaiting for confirmation that [ my ] rate will be extended past the expiration date of XX/XX/XXXX.
XX/XX/XXXX Received notification of closing scheduled with XXXX Law Firm on XX/XX/XXXX XX/XX/XXXX Received text notification from XXXX Law Firm re : scheduled closing with XXXX XXXX on XX/XX/XXXX XX/XX/XXXX I called into FM after non-receipt of a CD. I was informed that the final cd was approved and requested a copy.
XX/XX/XXXX Received text notification from XXXX Law Firm re : scheduled closing with XXXX XXXX on XX/XX/XXXX XX/XX/XXXX Final Disclosure for XX/XX/XXXX closing was received from Ursino who reviewed documents with me and I informed of noted discrepancies with the document.
XX/XX/XXXX Received closing loan reminder with XXXX XXXX on XX/XX/XXXX ( note above changed ) XX/XX/XXXX Called and spoke with XXXX XXXX to notify that today I was closing and there was still errors on the document ( e.g. escrow waiver not applied ). Also inquired regarding if there would be a closing today.
XX/XX/XXXX XXXX XXXX Firm informed that closing no closing documents were received. Closing cancelled.
XXXX XX/XX/XXXX Financial Closing Disclosure received. Document incorrect again.
Emailed XXXX to alert of error on the CD documents associated with my loan XX/XX/XXXX XXXX acknowledged ( via email ) receipt of documents from XXXX and forwarding information he received in reference to you homeowners Insurance to underwriting. XXXX also requested ( and I provided on XXXX XXXX, XXXX ).
XX/XX/XXXX Received email from XXXX that approval to waive the escrow from the refi is annotated on the loan from a Manager in the Under Writing Department XX/XX/XXXX Closing scheduled but cancelled. Homeowner not informed.
XX/XX/XXXX Received notice of payoff for current loan ( unpaid principal bal {$130000.00} ). I was assessed {$3500.00} for an escrow waiver thats been approved XX/XX/XXXX, a {$27.00} late fee (? ) and {$740.00} in accrued interest.
XX/XX/XXXX Final Disclosure for XX/XX/XXXX closing was received from XXXX who reviewed documents with me and I informed of noted discrepancies with the document. ( Notably, I was assessed escrow account charges ) increasing my new loan amount to {$140.00}, XXXX.
XX/XX/XXXX Closing Disclosure XXXX not final but most recent ) was received from XXXX who reviewed documents with me and I informed again of noted discrepancies with the document. ( escrow/amt ) XX/XX/XXXX Despite the errors I received notification of closing date scheduled with XXXX Law Firm on XX/XX/XXXX XX/XX/XXXX Received closing date reminder XX/XX/XXXX Received 2nd closing date reminder XX/XX/XXXX Received a 3rd closing loan reminder with a XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX Day of closing : No updated disclosure had been provided so I call FM at XXXX. Spoke with XXXX in escalations hoping to have correction before XXXX schedule closing time. Mr. XXXX sent the Final Disclosure and we reviewed for accuracy. Again noted several discrepancies ( homeowner insurance access and property taxes and an closing cost for an escrow account ) were noted on the form. Although approval of the escrow waiver was apparent and set up of the account had been removed, the loan was still assessed fees for home insurance and property taxes leading to an increase of the loan amount. The attorney advised I not sign until documents are corrected.
On XX/XX/XXXX, I received another closing disclosure ( via email from XXXX ), once again with noted discrepancies. The latest closing disclosure again includes an escrow account and now there are charges for a .15 % of loan amount ( for points ) despite my being approved for a rate extension ( notably 2.25 % as part of the original loan agreement ). I contacted Freedom Mortgage on XX/XX/XXXX to alert of the discrepancies for correction.
After a week of no response, I reach out to the lender on XX/XX/XXXX only to be disconnected after making contact with a representative in the escalations department. Following two additional calls, as an attempt to reconnect, I spoke with XXXX, Lead Escalations, ( XXXX ) XXXX who informed to expect a follow-up call within 24 hours as he investigated. The afternoon of XX/XX/XXXX, scheduling called to set up closing for XX/XX/XXXX. Currently corrected documents have not been received for review ; however, I was informed to expect the document 3 days prior to the scheduled closing.
I know this is lengthy but I wanted to be through. I look forward to your reply and a resolution to my problem.
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| 12/16/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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XX/XX/XXXX Recent unfair and incorrect business practices by Freedom Mortgage XXXX XXXXXXXX XXXX companies.
I am writing today to document business practices by both Freedom Mortgage and XXXXXXXX XXXX related to my current mortgage on our home. While I cant be 100 % sure if the processes were intentional by design and execution, it does appear that the result is to force either an unwanted and unrequired loan modification to a performing and current mortgage to a higher rate. Or to force a foreclosure.
With interest rates having increased in the past 12 months, it appears that this is a tactic employed by two directly related companies to cause the re-write or modification of existing lower interest rate loans to increase financial returns.
Facts Found : XXXX. On XX/XX/XXXX, I received an alert from XXXX saying I had an outstanding payment on my mortgage dating back months. I was surprised because # XXXX I did not recognize the lender and # XXXX My mortgage payments were set up to autopay directly from my XXXX XXXX XXXX account at the beginning of each month with the lender XXXXXXXX XXXX
a. As background, my mortgage was originated with XXXX XXXX and was later sold to/transferred to XXXX in XX/XX/XXXX.
b. The loan had a 100 % payment record of on-time payments with XXXX up to this point.
XXXX. Up to this point in time I had received XXXX communications via any media including email, regular postal mail, courier, text or telephone from either XXXXXXXX XXXX or Freedom Mortgage related to my current loan.
XXXX. On Monday XX/XX/XXXX, I reached out to Freedom Mortgage via telephone to inquire about the alert I had received via XXXX and spoke with XXXX in your call-center. This was my first time talking to Freedom Mortgage and I was surprised to discover that XXXX had sold or transferred my loan to Freedom Mortgage in XX/XX/XXXX. XXXX explained to me that I should have received both a Good-bye email and letter from XXXX and a Welcome email and letter from Freedom. At this point I had received neither, however XXXX was good enough to forward a PDF copy of the Good-bye letter from XXXX dated XXXX XXXX via email. This was the first time I had seen this document. The document states that Your loan is being transferred to a new servicer.
a. I did think it was a little strange that the new servicer ( Freedom Mortgage ) had a copy of the good-bye letter, and no copy of a welcome letter was ever sent or provided by the new servicer ( Freedom Mortgage ).
XXXX. On this call, XXXX explained to me that XXXX had stopped taking their monthly automatic payments from my XXXX XXXX XXXXXXXX account. However, in their letter in Step 2 under the What I need to do? Section, it was I that was supposed to disable the automatic payment, I had set up ( not XXXX just deciding to do it on their own ). Which I never did, because I never received any letters/communications and was unaware of the changes required.
XXXX. XXXX also informed me that I was delinquent in payments going back all the months since XXXX had stopped their automatic payment withdrawals. A significant surprise to me. But not to worry he said. You have already been approved for a loan modification by underwriting and were sent a letter with the required steps. Which I never received. He also emailed me a PDF copy of this document directly dated XX/XX/XXXX. First time I had seen this document and I have still not received a copy in the mail even though it was said to have been sent.
a. I live in a small town with our residential mail delivery coming to a XXXX XXXX XXXX I did check with the Postmaster, and he confirmed that they do not sign for mail coming to the XXXX XXXX XXXX unless it is registered. And then I would need to sign to pick it up.
XXXX. I have never received monthly mortgage statements in the regular mail or via email from Freedom Mortgage. I have not received any delinquency notices in the regular mail or via email and I did not opt-out. I was told by the representative at CFPB when I reached out that the services have a mandatory requirement to send monthly statements. XXXX went 6 months without ever reaching out to me regarding my loan and the only reason I was now aware and speaking with them was because of an alert from an outside service I use to track my credit.
XXXX. Also, on XX/XX/XXXX, I signed up for access to my loan information via the Freedom Mortgage client/borrower portal for the first time. XXXX had to help me do this by providing the new loan number etc, because I was not active in their systems.
a. I have not opted=out of any regular mail communications since registering in their portal.
XXXX. On XX/XX/XXXX, I made a payment via their portal in the amount {$4500.00} which was the only amount allowed even though it is less than my normal previous payments made when XXXX was automatically deducting them. I did receive an email confirmation of this payment, and this is last and only direct communication I have received from Freedom Mortgage.
XXXX. As part of my research into the issue, I have discovered that XXXX did not sell my loan to a new separate unrelated loan servicer. However, they merely transferred the loan and its servicing obligations from XXXX Mortgage to Freedom Mortgage. XXXX was and still is ( for now ) a wholly owned subsidiary of Freedom Mortgage since XXXX https : //www.freedommortgage.com/about/press-releases/details/Freedom-Mortgage-and-XXXXEnter-Merger-Agreement. My loan was just moved within the family of companies. Within the family of companies, they already had all my detailed contact information, my approvals for and banking details required to automatically withdraw regular monthly payments or to be able to reach out and contact me.
XXXX. On XX/XX/XXXX, Freedom announces they are selling XXXX to XXXX XXXX XXXX XXXX https : XXXX I believe the facts presented here indicate that XXXX XXXX and Freedom Mortgage worked together to create a situation that is unwanted by me as the borrower and more profitable for them.
They failed to actively communicate with me regarding any late payments or delinquency, when they had all the information and avenues required to do so.
Since they were just moving a loan around within their companies and XXXX was a wholly owned subsidiary of Freedom since before my loan was ever sold by XXXX to XXXX they had all the information to continue making regular automated withdrawals and could have but chose not to. Or reach out.
According to CFPB they have a legal requirement to send monthly statements, but never did.
I was a good regular automatic paying borrower with a 3.75 % interest rate loan now in a rising interest rate market. Maybe they thought they could trick me into a situation that increases profits for them.
Freedom went 6 months without ever reaching out. A reasonable person would link that if I was behind in payments and Freedom wanted to get their regular payment on-time, they might have emailed, called or texted. Certainly, that is what the credit card or utility companies do if you are even a few days late. What was the motivation behind the zero-communication practice?
Six months of no payments creates a significant cash requirement burden on me to true-up payments not automatically withdrawn now. Caused by a situation I did not create but rather by two related companies business practices.
I plan to continue to make regular monthly payments via the portal until the situation is resolved, and we are all back on track.
I am not looking for a loan modification which will ultimately result is a significantly higher interest rate & payments given the current interest rates and market conditions. I would like to keep my original mortgage terms and rates that I originated with XXXX, was sold to XXXX Mortgage and now transferred to Freedom Mortgage. However, I now need time to catch up on the months that have passed without payments being automatically withdrawn.
I also expect both Freedom Mortgage and XXXX XXXX to clear/clean/remove all derogatory credit bureau notifications, since this entire issue was their doing and responsibility and I was completely unaware until XX/XX/XXXX. I was a perfect payer with a XXXX XXXX XXXX prior to this.
Please let me know how to proceed forward.
Regards,
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| 12/13/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I lost both my jobs due to XXXX and was approved for a forbearance plan through my old mortgage company, XXXX. It ended up being a year of no payments but helped because I was able to secure a new job. When my forbearance period was over, I spoke to a Rep from XXXX and started the modification process since I was making XXXX instead of XXXX. I completed the entire packet, signed all documents to release tax transcript, and everything else they asked for. I then received a letter XX/XX/XXXX stating that I was approved, pending three trial payments that had to be paid on time for the next three months. I successfully paid XXXX, XXXX, XX/XX/XXXX. After the last trial payment in XXXX, I called XXXX to inquire about the next step. I was told that I was not to send any money yet because it would change the dollar figures in the new documents and to wait until I received a packet via XXXX, this should take 7-10 days. Once received, follow directions in the packet carefully, exactly, and within the time frame requested. Then have appropriate documents notarized and send back to finalize my modification. This was modifying my previous loan from XXXX including taxes and escrow / 480 months/ XXXX deferred/ XXXX int to XXXX / 480 months / XXXX deferred/ XXXX int. I had completed everything and thought that I could stop worrying about this, it was almost a done deal. On XX/XX/XXXX I received a " goodbye '' letter from XXXX saying that my loan was being transferred to Freedom Mortgage, as of XX/XX/XXXX I was to send payment to them instead of XXXX, and that if I was participating in a forbearance or other Covid related payment plan the transfer would have NO EFFECT. I wasn't sure what to do next so I called XXXX who told me to call Freedom. I was a bit annoyed that XXXX never mentioned, considering I just spoke with them about finalizing my modification. They assured me that the modification would be no problem and it would take up to 60 days for XXXX to forward all necessary docs, i was to continue to wait for the documents and for them to give direction as to how to finalize. Well its been a nightmare ever since. Almost immediately ( XX/XX/XXXX ) I started receiving letters from Freedom " letter to collect a debt '', so I called Freedom again and was assured that " it should all be fine '' but they were still not seeing that all documents have been sent over from XXXX yet. They asked me to email copies of the modification letter that I received from XXXX, which I did. I start receiving packets in the mail to apply for a modification, so I call Freedom again. XX/XX/XXXX I speak to XXXX and have to explain it all AGAIN, she comes back on the phone after being on a long hold and says she can offer me a modified payment of {$1300.00}. At this point I am completely confused since the modification is supposed to make my payment more affordable and this would make it almost {$160.00} higher!? Also, how she could just come back with an offer like that on the phone since I've been waiting so long? I turned down the offer and explained that I am making less money ( she agreed it was a bad offer ), the terms of the modification that I almost had were agreeable and I cant understand why this is taking so long, why it can't just go through like it almost did with XXXX. She states that she will submit it " for a review '', and explain why I wasn't able to accept " so it can get resolved ''. Once again, I'm waiting. I hear nothing so I call again on XX/XX/XXXX and speak to XXXX who can't give me any info, whatever she says isn't solving my issue and I demand to speak to someone who CAN tell me something and make something happen. After trying to tell me that there was no one else that I could speak with a few times, and me not accepting that ( because there is always someone ), she transfers me to XXXX in underwriting. XXXX is extremely explanatory, apologetic, and promises to " submit for review '' ( again? ), She tells me to wait 2 weeks and call the same number back ( apparently there's no number I can call to deal with the same person each time instead of telling my story over and over and over ). I call in 2 weeks and they tell me that I have to start all over. I was not happy with that so they say only certain documents had to be resubmitted because they're only good for a certain time period ( if it was put through immediately It wouldn't be past the time allotted ). XXXX I receive a letter stating that in order to complete my application, freedom needs paystubs for the last 30 days, Financial worksheet, and Proof of additional income. Once again, I call and this time I'm told that, yes I need to send in my most recent pay stubs, that she ( did not document the Reps name this time ) is not sure why they are asking for financial worksheet because it looks like they have that, and after I tell her I'm confused as to why they're asking for proof of additional income, she tells me that if I do not have any then that's probably not needed. I faxed my pay stubs on XX/XX/XXXX ( this was a tad delayed because I got really sick for a few weeks ). On XX/XX/XXXX I receive a letter stating that I recently began the review process for loss mitigation assistance but they are unable to proceed because there are outstanding documents and they have closed their review. they list pay stubs, financial worksheet, and proof of additional income as documentation that they've requested and not received. On XX/XX/XXXX I received a packet with a letter stating that Freedom is " concerned about my recent missed payment .... '' and encouraging me to fill out the enclosed documents to see if I qualify for one of the programs to " stay in my home '', one of them being a modification. I call XXXX AGAIN, explain the situation once AGAIN and explain that I did fax my pay stubs but this letter says it wasn't received. I have a fax confirmation indicating that it was successful. She tells me that there's nothing she can do except submit it for review and " hopefully get this resolved '' and that " unfortunately interest rates are on the rise and '' ... ... at that point I lost my cool. I have been trying to do this for an ENTIRE YEAR. I should have already been done with this at the dollar figures I agreed to almost 12 months ago but Freedom mortgage has done basically nothing. Every time I call I have to explain everything like there's nothing in the computer, I'm told its being submitted for review but the review never happens for whatever reason. This Rep tells me that she put it in for review AGAIN, and including with it a request that original offer from XXXX can be considered. She tells me they have XXXX hours to review it and that I should call back Saturday before XXXX. I figured I would give them until Monday. Well today is Monday and I've just about had enough! I called this morning, explain everything AGAIN, this Rep tells me that it hasn't been looked at and she doesn't know why the other person would tell me anything about XXXX hours? She really doesn't offer anything except for " you can call back but as of now they haven't gotten to it yet ''. I tell her that I am escalating to someone outside Freedom mortgage and I hang up. This brings me to now. So I am honestly not sure what to do from this point. I do not want to lose my house, I was so close to having this modification that for this to be happening is just wrong. I jumped through every hoop both mortgage companies asked for. It was not my fault that my mortgage changed hands. Its actually quite disturbing that they would do that to someone. I am stressed out every day, trying to resolve this or worrying about the outcome. I should not have to modify at a higher rate because they cant get it together. I cant afford anything higher, obviously. I am praying that you are able to help me get this resolved, quickly, and fairly. Freedom does send communication giving me a name of someone who is supposed to be my contact person but they never transfer me to anyone and every single one has a different name. No one ever knows anything when I call and what they pretend to know has proved to be wrong. I do realize that certain mailings are probably auto generated but that just adds to the confusion.
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| 08/08/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Imagine putting your life savings into purchasing your dream home only to have it taken from you due to identity theft, a bank only interested in harvesting your deposit, and opportunistic real-estate investors swooping in and leaving you homeless. We are living this nightmare. We bought a house.
We are XXXX and XXXX XXXX.
In XXXX, the day after XXXX, we drove our XXXX small children and everything we owned 14 hours from XXXX XXXX to XXXX XXXX in hopes of a brighter future amidst the recession. XXXX got a job at a XXXX, quickly rising to XXXX and spending the next ten years with the company saving all the money we could from our combined incomes. Ten years passed and finally, in XXXX as we both approached our XXXX we had finally saved enough ( {$80000.00} ) to fulfill our dream : to provide a home for our family.
We found the perfect house in XXXX. Neither of us came from backgrounds that made purchasing a home feel realistic. During XXXX childhood homelessness was a constant fear. Purchasing our home was a milestone and we were proud to set this example to our children : If you work hard enough you can achieve your dreams. It was the American dream come true. It was pure bliss.
XXXX began working as a XXXX. Our new combined income was nearly {$7000.00} a month and our mortgage was a monthly {$1900.00}. We paid every month through the app. It was perfect until late XXXX.
Thats when our financier XXXX XXXX XXXX began saying our payments were delinquent. We contacted them several times, as our payments were indeed leaving our account monthly and on time. They assured us this was an error on their part and we had nothing to fear. Things went back to normal for a bit, then we got the same notification : DELINQUENT. Again they assured us it was simply their system error.
But then our credentials to log into their payment app were denied. We called XXXX XXXX and were told this was because they had sold our mortgage to FREEDOM MORTGAGE. They assured us this was normal and happened from time to time but they had neglected to let us know. We had received XXXX communication.
We got in touch with FREEDOM and set up our monthly payments with them and continued to pay our monthly mortgage on time in full. For a while things were fine, then we got the red flag again : DELINQUENT. Again, our money was leaving our account. They were taking the money and saying we had not paid.
Like XXXX XXXX before them, FREEDOM assured us this was an error in their system and we had nothing to fear. Eventually this became a monthly issue where they would take our payment then say we were delinquent then backtrack and tell us it was an error on their part, assuring us it was a problem they were working to fix.
In XX/XX/XXXX XXXX was out in the yard when a man approached claiming to be a real-estate broker and asking what our plans were to vacate our home. He said he had listed our house for sale. He showed us the website where it was listed. This shocked us. We were still paying our mortgage and had received no communication of foreclosure. FREEDOM was processing our payments every month.
We called FREEDOM. They said the man must be a scam. They assured us everything was fine. They were, after all, processing our mortgage payments every month.
But the following month FREEDOM denied our mortgage payment, claiming our house was foreclosed in XXXX of XXXX. We ask why they took our mortgage payments for XXXX and XXXX. They dont have an answer. We had been in constant communication with them for months, every month, each time being assured everything was fine. They transferred us from department to department, each phone call lasting hours, much of it on hold.
Finally we get a hold of their attorney who informed us our house was flagged for foreclosure in XX/XX/XXXX. We were shocked as we had never received any notice.
In XX/XX/XXXX bankruptcy was filed fraudulently online under XXXX Social Security number in a case of identity theft that also racked up substantial credit card debt. The credit cards were shut down as a result. Again, this was identity theft, totally out of our control. We are not bankrupt, nor have we ever been. This fraud is able to be done through a loophole due to the whole COVID ordeal. People can file online without paying any money or providing any documents. The bankruptcy can not be completed unless you provide the proper documents and court costs are paid to process the case. None of that follow up happened as it was fraud and we are not bankrupt.
The lawyer told us it doesnt matter if we are actually bankrupt or not because that initial filing is like throwing a stone in the pond. The creditors can see that original filing and make the judgment. As soon as that filing happened and our credit cards got shut down FREEDOM started the foreclosure process.
We asked if there should have been any type of notice and they said yes there should have been a foreclosure served to us personally as well as taped to the house. No type of communication was ever received by us.
We can prove we are not bankrupt, that we are the victims of identity theft and fraud, but FREEDOM said our only option to retain our home would be to buy it back from them conveniently at a new higher price, in turn demanding a larger down payment. That {$80000.00} original down payment was our life savings. We dont have that anymore.
FREEDOM has made it clear that our identity theft nightmare will financially benefit them and they are all too happy to profit. It feels demeaning and insulting.
We seek professional help and retain a lawyer who discovers multiple red flags, including records in the county deeds that FREEDOM took the house out of our name and gave it to a brokerage company for sale before the house was officially foreclosed on.
We were hoping our lawyers could put a hold on the sale so that we could resume our trial. But FREEDOM was able to sell our home to an independent buyer, real estate investor and realtor XXXX XXXX, who owns multiple properties. As soon as the independent buyer bought the house and passed through escrow FREEDOM mortgage dropped the eviction as we were no longer their problem.
The buyer has declared us unlawful detainers. We are unlawful in the home we paid for, the home we never missed a payment on, the home we put our life savings into. Like FREEDOM, XXXX XXXX wants to flip our home for profit and we are in their way.
We went to the court to ask for resources but they had nothing that could help us.
We went to court over being unlawful detainers and the Judge communicated to their lawyer that this situation was very unfair but unfortunately in that court we still had no case. Our home has been legally sold from under us, taking our life savings and leaving us with nothing. We had to make a settlement to leave our dream home, the only home weve had or could ever afford.
This does not detour the main case between us and FREEDOM, but it will render us homeless. Our daughter will move to XXXX to live with her aunt as she finishes high school. Our son is still weighing every possible option.
Now we must split our family apart.
It is a waking nightmare, watching everything you worked for get wrestled away from you by a system that does not care. Were still trying to fight and we hope there is a slight possibility of us winning against FREEDOM in the form of a settlement. FREEDOM has much deeper pockets than we do. A faint margin of hope that must be fed with legal fees is little solace. Barely a hope. But its all we have. In California there is no black and white real estate case law for our situation. We are at the mercy of a system that has shown they would rather we be homeless than treat us fairly.
We keep asking ourselves what did we do wrong? We paid our mortgage. We communicated with our mortgage company, pursuing them for answers even as they gave us false assurances.
In the end perhaps the real mistake was falling for this American scam.
We bought a house.
thank you, XXXX XXXX
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| 03/14/2018 |
Yes |
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- Trouble during payment process
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Web |
Older American, Servicemember |
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I purchased primary resident via a VA Loan and closed XX/XX/XXXX, the original lender was XXXX XXXX, XXXX, CA NMLS ID XXXX. Within one month after closing, this Mortgage Company was changed or transferred from XXXX Lending to XXXX XXXX XXXX XXXX ; and then on XX/XX/XXXX my VA loan was again transferred to Freedom Mortgage. This is a total of three ( 3 ) transfers in one year.
The monthly principal and interest ( P & I ) prior to the transfer from XXXX to Freedom including an Escrow Account for estimated property taxes and insurance amount of {$460.00} and P & I amount of {$2300.00}, for a total monthly payment of only {$2800.00}. Because XXXX overpaid the XXXX property tax of {$9700.00} whereas the highlighted and actual amount was only {$5100.00} allowing a 3 % discount if paid by XXXX XX/XX/XXXX and reflected an applied widow of a 100 % XXXX veteran for a {$20000.00} exemption which now has been corrected to read an exemption of {$24000.00}.
The County Tax Office made a refund in the amount of {$4600.00} to XXXX, entered XXXX and then transferred my loan to Freedom showing that my monthly payment was still at the higher amount declared by XXXX ( I believe because the property taxes was overpaid ) and now the demanded monthly loan amount is as high as {$3300.00}. This is an increased amount of {$500.00} from the previous 12 months of {$2800.00}.
I have made repeated request for Freedom to process an Escrow Analysis with all attempt to date failing. On one telephone call I made during this time, I was telephonically informed that Freedom will not do process an Escrow Analysis until XXXX XX/XX/XXXX. Meanwhile, I made a payment to Freedom in the amount of {$2800.00} for XX/XX/XXXX mortgage payment on XXXX XX/XX/XXXX. However, Freedom is demanding {$3300.00} per Freedoms letter dated XX/XX/XXXX.
Here are the many threating and demanding letters received to date from Freedom with no accomplishment of the Escrow being a mess and Freedom is trying to straighten it out. No, not one accomplishment that I have repeated calls to both XXXX and Freedom and even emailed Freedom proof showing the County Tax Assessor office had in fact made a refund to XXXX because XXXX had overpaid the property tax liability for XXXX on my primary home of residence with a widow tax exemption.
( 1 ) Freedoms letter dated XX/XX/XXXX states my loan as one payment overdue with a total amount of {$6600.00} to be paid to cure the default on my account. How can I be one month late on XX/XX/XXXX when I paid Freedom {$2800.00} on XX/XX/XXXX through my bank account? Further, Freedoms letter stated this information may have been reported to the credit bureaus. Yet all along I have been informed there is a 60-day grace for any legal action would be taken because of the law when loans are transferred. Found nothing like this in any of Freedoms letter. A false sense that as a consumer I am being protected.
( 2 ) Freedoms First letter dated XX/XX/XXXX stated we have not received my mortgage payments for months of XX/XX/XXXX through XX/XX/XXXX and my account was in default. Freedom demand payment by XX/XX/XXXX in the amount of {$6600.00} showing Less Suspense amount of {$2800.00}. Further Freedoms letter informed me to avoid foreclosure that I " must '' pay the total amount due no later than XX/XX/XXXX and I would be responsible for all additional payments and fees that accumulate during this period. If I failed to do so, an immediate foreclosure proceedings would result in loss of my home. If payment is not accepted for any reason or if we accept your payment for less than the total amount due, this matter will not be resolved, and accepting payment for less than the total amount due does not constitute a waiver of Freedoms rights or claims under the terms of my loan documents.
( 3 ) Freedoms Second letter dated XX/XX/XXXX, outlining as a U. S. Military spouse of an active duty or active service such I was entitled to certain legal protections and debt relief pursuant to Servicemembers Civil Relief Act ( SCRA ) and enclosed a SCRA Notice Disclosure. I am a widow of a deceased 100 % XXXX veteran who served this country for more than 23 years.
( 4 ) Freedoms Third letter dated XX/XX/XXXX stated Freedom was unable to contact me in regards to my past due mortgage. Freedom has both my home number and email address. A HUD approved housing counselor was available at XXXX and I was encouraged to contact Freedom to discuss a knowledgeable Customer Care Representative possible to workout options that may be available to me. I have contacted Freedom and no one has provide any " option ( s ) '' to me. No option ( s ) have been made available to me during any time that I have spoken with any customer care representative. I have repeated my telephone conversations multiple times giving Freedom my contact information more than once.
( 5 ) Freedoms Letter dated XX/XX/XXXX once again a thank me for contacting Freedom Mortgages Customer Care Department. I was informed their records confirm the owner/trustee of my loan was XXXX XXXX ( XXXX ) and Freedom Mortgage XXXX was a servicer. An account history was included showing transaction types, fees, charges, payment activity XXXX including payments held in suspense ) and escrow activity. This letter reflected a total amount of {$3300.00} with an Escrow increased to {$980.00} and P & I amount of {$2300.00} - remain unchanged.
( 6 ) Freedoms Letter dated XX/XX/XXXX, this letter was another thank me for contacting Customer Care Department and acknowledge receipt of my written inquiry ( emailed Freedom on XX/XX/XXXX at XXXX AM PST with copies of County Tax Assessor Office proof of refund and property tax overpayment ). This letter provided me with information on a Request for Information/Notice of Error, Freedom Mortgage at XXXX. XXXX XXXX, XXXX, IN XXXX. The reason for my email to the Freedom XXXX on XX/XX/XXXX is this was exactly what I was informed to do when I was on the phone with Freedom earlier that same day ( XX/XX/XXXX ).
On XX/XX/XXXX yet another telephone call was placed to Freedom Customer Care to discuss the missing information and why would my Escrow account increased from {$2800.00} to {$3300.00} ; plus why wasn't my XXXX payment being applied/reflected. The another reason or purpose of my telephone calls and email ( s ) were to point out to Freedom that XXXX received a refund amount of {$4600.00} and it is NOT being accounted for in the Escrow estimate nor is the monthly Escrow payment of {$980.00} in alignment with what would be called " actual amounts paid out in XXXX ''.
Again on XX/XX/XXXX, I again spoke with Freedom Customer care to telephonically discuss the raised Escrow amount and requested to speak with a supervisor. I did in fact speak with # XXXX, and went over the details of my loan. I was informed a property tax review is scheduled for XX/XX/XXXX.
When XXXX overpaid the property taxes, this carried a negative balance in my Escrow account when in addition if the correct property taxes were paid, my account with be in a positive balance. After this error in paying the incorrect property tax amount and the annual property insurance premium of {$1300.00}, for the calendar year XXXX, there should be a positive balance if my payment continued at {$2800.00} in lieu of the demanded increased amount of {$3300.00}. The XXXX property taxes overpayment has caused a FALSE Escrow increased amount. XXXX nor Freedom has updated the account to show the property taxes for my home is not {$9700.00} but only {$5100.00} and I have been informed by the County Tax Assessor Office will be lesser amount for XXXX.
Freedom Mortgage Customer Care is over statement, no care being shown to the situation that I was being forced into. Yes, Freedom has acknowledged receipt of my email correspondences showing proof of the County Tax Office but no action as of the date of writing this complaint, only more letters from Freedom about default and foreclosure.
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| 11/30/2020 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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On XX/XX/XXXX, my husband & I refinanced our VA mortgage through a company called XXXX XXXX. Our home is located in XXXX XXXX, XXXX Our VA refi closed on XX/XX/XXXX using a title company called XXXX XXXX and an attorney called XXXX XXXX XXXX. At the time of closing, {$2500.00} was collected for property taxes due to XXXX County GA where our residence is located. Our rep from XXXX XXXX had informed us that our mortgage would be sold immediately to Freedom Mortgage and that an account number would not be available until late XXXX. I called XXXX back in late XXXX as I had not heard anything from XXXX and obtained my loan number and set up auto payments online. I set the first auto payment for XX/XX/XXXX and this was the first payment made on the new loan. On XX/XX/XXXX I logged into Freedom Mortgage to make sure the payment was applied correctly. I noticed that my escrow balance was only {$510.00}. I knew something was wrong because they collected {$5000.00} for escrow at closing of which part was for the property taxes and part for homeowners insurance. After conversations with Freedom Mortgage and XXXX Country property tax dept. I found out that the same {$2500.00} was disbursed to XXXX County twice. Once by the closing attorney, XXXX XXXX XXXX, on XX/XX/XXXX. The second disbursement was on XX/XX/XXXX by Freedom Mortgage. I discovered the error on XX/XX/XXXX and reported it to Freedom Mortgage both verbally and through their customer service portal that day. The same day I called XXXX County and they verified to me over the phone that they had received two payments and that they had already sent the 2nd payment back to Freedom Mortgage on XX/XX/XXXX.
As of today XX/XX/XXXX, I have not been able to resolve this issue. My escrow is now short by {$2500.00} and will be short when my homeowners insurance is due in XXXX.
On XX/XX/XXXX when I first alerted Freedom Mortgage to the situation they said they were going to escalate the situation and it had a final resolution date of XX/XX/XXXX. When I called back today ( XX/XX/XXXX ) they said that the date had been moved to XX/XX/XXXX but that the issue was not related to property taxes. I told them I didn't know what else it could be related to. Today I spoke with 5 different reps in Customer service at Freedom Mortgage. My understanding right now is that they do no know if they received a payment from XXXX County but they would escalate the situation. They told me there is a note on my account that was made on XX/XX/XXXX that says the check was issued by the County and was sent to " XXXX '' which I believe stands for XXXX who is their 3rd party that processes property taxes. The last person I talked to was a supervisor in the property tax dept named XXXX. She but could not tell me if the {$2500.00} was received from XXXX County or not. I asked what would have been sent to XXXX unless it was the refund check for the property taxes. She agreed but said there was no check number and that someone would need to call the county and verify they actually sent the check. I told I would have thought that would have been done shortly after XX/XX/XXXX when I first report this situation. Basically my complaints are as follows : 1 ) I can't determine who made the error by sending the check twice. When I first spoke to Freedom Mortgage about this on XX/XX/XXXX they said that the disbursement was not listed on the buyer 's disclosure ( I think that's the document -- it's the document in big print that's for the consumer ). She said only the disbursement to XXXX XXXX to pay off our current mortgage was listed and so Freedom Mortgage could not know that the closing attorney ( XXXX XXXX XXXX/ XXXX XXXX XXXX XXXX had already made the payment on XX/XX/XXXX and that's why they submitted again. She said I should contact the closing attorney. I did contact the closing attorney who came to my house to do the refi and she said that XXXX XXXX sends her the documents and all she does is notarize and sign etc. She said that actual documents are prepared by XXXX and the error was theirs. So, next I called XXXX and spoke to a rep who said that Freedom Mortgage should have known that the funds would be disbursed by the closing attorney as it was listed on the Buyers Final Closing statement. It is listed there but does not indicate when it is to be disbursed. The mortgage is listed on this page as well but was also listed on the buyer 's disclosure so why wouldn't the disbursement to XXXX County be listed on the buyer 's disclosure? So, my complaint here is no one admits to the error yet one occurred. I would like to know where this process broke down. And, if my closing documents are incorrect, I want new ones.
2 ) But certainly my biggest complaint here is the incompetence of Freedom Mortgage. Mistakes happen but their lack of understanding, their lack of documentation, their lack of follow up, their lack of response to emails via the client portal are inexcusable. I should be given a complaint # or ticket number so that an error like this can be tracked and followed through the system. I would expect regular email updates or updates posted to my client online account. They originally told me this would be resolved XX/XX/XXXX but now it's XX/XX/XXXX but the reps can't tell me what it is that is going to be resolved! Every time I call I get a different answer. ( I actually got one rep on the phone today who could not understand the situation at all. She was incapable of understanding what I was telling her XXXX XXXX # XXXX XXXX. I just asked to speak to a supervisor at that point and of course was cut off and had to call back. They have no idea where my {$2500.00} is at this moment yet they have had 28 days to work on the situation.
Freedom Mortgage tells me that there is a note on my account that references somebody in property tax verifying that the county sent a check on XXXX. And the same note references sending something to XXXX XXXX but XXXX couldn't tell from the note if it was a check or something else. I said what else could it be? She didn't know and said she would escalate. I asked could we get the person on the phone who made the note and ask them. No, we can't. I asked could we get XXXX XXXX on the phone and ask them. No, we only deal with XXXX XXXX by email. Okay well someone made a note on my account and nobody can explain what it means. Total incompetence.
3 ) Freedom Mortgage is telling me that once they get the funds back it could take 4 to 6 weeks to apply them to my escrow account. Well, they've already wasted 28 days. So guess who is going to have an escrow shortage and have to cough up funds for the homeowners payment in XXXX? Me.
4 ) Last Monday, XX/XX/XXXX I checked Freedom Mortgage again to see if my escrow balance had been corrected and it had not been corrected. At that point I emailed both my mortgage broker at XXXX XXXX XXXX XXXX XXXX and the local closing attorney, XXXX XXXX, asking where they thought the error occurred and how to get corrected closing documents. I did not receive a response. I did not receive a response from XXXX because he has left the company but it did not bounce back. I did not receive a reply at all from the closing attorney.
I don't know what's going to happen when my homeowners insurance comes due in XXXX and there is not enough to cover it. I guess Freedom Mortgage is going to ask me for {$2500.00} and that is a big problem.
I would love it if the CFPB would contact Freedom Mortgage and light a fire under them. Here is the contact info for everyone involved in this situation : Freedom Mortgage : XXXX XXXX XXXX XXXX XXXX. XXXX XXXX, XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Attorney XXXX XXXX XXXX XXXX XXXX XXXX GA XXXX XXXX XXXX XXXX XXXX XXXX XXXX ( branch I dealt with in CA ) XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX XXXX XXXX, Local Closing Attorney XXXX XXXX XXXX XXXX XXXX XXXX XXXX, GA XXXX XXXX XXXX XXXX
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| 08/22/2023 |
Yes |
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- Problem with a credit reporting company's investigation into an existing problem
- Problem with personal statement of dispute
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Web |
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XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX Acct # XXXX To whom it may concern We are disputing the Credit Reporting displayed XXXX XXXX, XXXX, with Freedom Mortgage Lender. We have attempted to resolve the matter directly with this creditor, but they are unwilling to correct the error.
Included is our payment history with the creditor since XXXX of XXXX. As is reflected, we have been paying on our home mortgage in the amount of {$1700.00} since XXXX of XXXX. Our standard form of payment was from our checking account. We used the online bill pay payment via our bank account via XXXX XXXX XXXX At the time we began payments to Freedom Mortgage their physical payment address was Freedom Mortgage at XXXX XXXX XXXX XXXX, OH XXXX. The payments during the period from XXXX, XXXX to XXXX, XXXX were all made electronically, and there were no issues with the payments being received.
In XXXX of XXXX, for an unspecified reason, Freedom Mortgage changed their payment address to XXXX XXXX XXXXXXXX XXXX, XXXX XXXX, NJ XXXX and began requesting paper checks from our banking institution instead of electronic payments. When electronic payments were being made, they were completed in approximately XXXX hours. With the paper check system, payments were received by Freedom Mortgage within XXXX business days, and taking an additional week to be processed. Payments in the form of paper checks were sent on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XXXX XXXX. All checks were received approximately 5 days later.
We had made an additional payment on XX/XX/XXXX, to the address in XXXX XXXX, and the expected delivery date was XXXX XXXX. We were contacted in XXXX about our payment being late for the month of XXXX, as Freedom Mortgage claimed they had not received or processed any payments since XX/XX/XXXX. We provided Freedom Mortgage, via email, a verification of our sent payments via XXXX XXXX bank showing two payments for the month of XXXX, and one payment for the month of XXXX, indicating the payments were received on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX respectively. On XX/XX/XXXX, Freedom Mortgage admitted they had located the payment received XX/XX/XXXX, and were applying it to our account, but did not make any mention of the payments sent in XXXX ( see attached letter ).
After some additional correspondence, a call was made to Freedom Mortgage on XX/XX/XXXX. In that hour long conversation with an account specialist with Freedom Mortgage, it was agreed by the Specialist that payments had been sent and received on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX. The XXXX located the check received on XX/XX/XXXX and stated they would be processing that within the next XXXX hours. As for the second check for XXXX showing it was received on XX/XX/XXXX, this one had not been located. But, as we had previously sent verification that this payment was made and sent, in good faith, Freedom Mortgage would honor this payment.
On XX/XX/XXXX, we reached out to Freedom Mortgage, via email, to inform them that the check sent on XX/XX/XXXX and received by Freedom Mortgage on XX/XX/XXXX had been stopped by XXXX XXXX XXXX XXXX had remained uncashed for over 120 days. We informed Freedom Mortgage that once the funds were returned to our account, we would resubmit the payment via direct electronic payment on the Freedom Mortgage website. We attached proof that the check payment had been stopped, and asked if the check was located, to please have it destroyed.
On XX/XX/XXXX, we began receiving several phone calls throughout the day from the same number, ( XXXX ) XXXX, but no messages were left. On XX/XX/XXXX, we discovered that the number belonged to Freedom Mortgage, and we reached out to inquire what the issue was. We were informed that our account was showing that owe were extremely delinquent, and that Freedom Mortgage had last received a payment from us on XX/XX/XXXX, which they applied to our account for our XX/XX/XXXX, payment. We informed them of our phone conversation with a Freedom Mortgage representative on XX/XX/XXXX, and the issues with our payments getting lost at their office. After reviewing our past correspondence and a summary of our last phone conversation, Freedom Mortgages representative then got on a 3 way call with another representative within Freedom Mortgage. It was clarified that they never found the check received on XX/XX/XXXX, and additionally, Freedom Mortgage could not find the payment made on XX/XX/XXXX, which was received by Freedom Mortgage on XX/XX/XXXX.
After much discussion, it was agreed that the payment made on XX/XX/XXXX be cancelled, and then be re submitted directly via the Freedom Mortgage website. We informed Freedom Mortgage, as we have attempted to pay our mortgage every XXXX weeks, with some exceptions. We told them that we would make a payment in the next few days, via the Freedom Mortgage website, and once the funds from the cancelled checks from the payments made on XX/XX/XXXX and XX/XX/XXXX. XXXX were returned to our account, we would be paying those funds as well. The representatives from Freedom Mortgage found this acceptable. In addition, we were told that Freedom Mortgages physical payment address had changed to Freedom Mortgage XXXX XXXX XXXXXXXX, XXXX, CA XXXX. We were informed that we would not be charged any late fees and our credit would not be affected as long as we abided by our part of the agreement.
We did so, making a payment of {$1600.00} on XX/XX/XXXX, and an additional payment of {$120.00} to make up for the extra payments we make to help pay down our principle balance on XX/XX/XXXX, XXXX We made an additional payment of {$1500.00} on XX/XX/XXXX which would have then made our next payment due XX/XX/XXXX. We did notice that on our XXXX statement there is a payment reversal in the amount of {$1500.00} made on XX/XX/XXXX, but it is unclear what this means. Per XXXX XXXX XXXX XXXX have not received any payment reversal/adjustment from Freedom Mortgage, and there is no deposit in the amount of {$1500.00} made to our account.
In mid XXXX, we were notified by all three credit reporting agencies that our credit score had dropped significantly. When we reviewed our history, we saw that Freedom Mortgage had reported that we were over 30 days late on our XXXX payment. We attempted to reach out to Freedom Mortgage to clarify why they were reporting the late payment and we were told that they were required by law to report the late payment, as technically they had never gotten any funds for our payment for XXXX until a month later ( see letter attached by Freedom Mortgage ).
We are not bankers nor are we expertly educated in finance, but we do make our payments on time, usually early. As our bank statement shows, we have consistently made our payments to Freedom Mortgage in good faith, and due to internal errors and mismanagement, Freedom Mortgage lost or failed to process our payments. When Freedom Mortgage attempted to reach out to resolve our payments, we actively worked with Freedom Mortgage to resolve the issue, although much of the issue appeared to be on their end, and not ours.
It now appears that the matter has been resolved, but there is the minor concern of the notation of a payment reversal in the amount of {$1500.00} and the disappearance of these funds. We make our payments every four weeks as an attempt to pay our loan off at a faster rate, thus paying less in interest over time. We worry that this accounting shuffle is an attempt to display that we are not getting ahead of our loan, and that we will be expected to pay our full term of the loan, and all of the projected interest.
As far as we can tell, this has not affected our payment history, and our next payment is still due on XX/XX/XXXX. In your investigation, please resolve/confirm this as well.
Thank you, XXXX XXXX XXXX XXXX
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| 01/29/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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We have been trying to refinance our home loan with the mortgage company that holds our existing loan. This process has now taken over four months. My wife worked several years as a loan processor, so we are very familiar with the loan process. At the outset, we sent all necessary documents that were requested by the mortgage company. On several occasions, they kept coming back to us asking for the same exact documentation that we provided. This has been an endless loop of unresponsiveness on their part. As we stand today, we were told over a week ago that a supervisor would call us back but have not received that phone call. We have the necessary income, high credit scores, and sent all requests in a timely manner. We just feel that we have to chase down people to get any response. Certainly we have been treated unfairly and unprofessionally during this process. We are reasonable people and know that a refinance doesn't happen overnight. When a company doesn't follow up and continues to ask for the same documentation multiple times, we wonder when the mortgage will ever close. Please assist in any way that you are able. Thanks.
Timeline XX/XX/XXXX Spoke to XXXX XXXX - sales manager about a refinance XX/XX/XXXX received loan application to ensign XX/XX/XXXX esign completed XXXX requested XXXX W2 and paystub XX/XX/XXXX sent requested documents XX/XX/XXXX XXXX confirmed receipt of documents - clarified that XXXX payment was for land in XXXX XXXX SC XXXX was contacted by customer advocate XXXX XXXX XXXX with questions and document requests. Responded with the answers and documents 30 min l ater on XXXX never received confirmation of receipt from XXXX XXXX XXXX XXXX was contacted by customer support specialist XXXX XXXX asking the same questions and requesting the same documents as XXXX request.
XXXX forwarded XXXX email with answers and documents to XXXX XXXX XX/XX/XXXX received another request from XXXX XXXX XXXX asking for the same items requested on XXXX called and left two messages XX/XX/XXXX reached out to XXXX XXXX for help with getting the customer advocate to stop asking me for the same items that I had already supplied. He explained they did not yet have access to XXXX 's systems so we needed to physically send them a copy a the mortgage statement. Statement provided.
XX/XX/XXXX was contacted by customer support specialist XXXX XXXX asking again for items previously provided to XXXX XXXX XXXX and XXXX XXXX XX/XX/XXXX spoke to XXXX XXXX, asked to speak to XXXX XXXX XXXX 's manager and to be assigned a new customer advocate. Also sent him a copy of our XXXXXXXX XXXX statement XX/XX/XXXX was contacted by customer support specialist XXXX XXXX asking for a HOA statement previously submitted - contacted XXXX XXXX again for assistance clearing the confusion XX/XX/XXXX he responded that he had the needed document and would add it to the loan file XX/XX/XXXX was contacted by customer support specialist XXXX XXXX asking for HOA statement previously provided XX/XX/XXXX request XXXX XXXX give me a call - no response no call XX/XX/XXXX received a notice of incomplete loan application due to a missing letter of explanation regarding additional property we own.
XX/XX/XXXX sent first letter explaining XXXX, XXXX XXXX and XXXX addresses. Asked XXXX XXXX for a phone call - no response and no call Received a rate lock extension request to be esigned. Completed the esign XXXX was contacted by customer support specialist XXXX XXXX asking for a letter of explanation for the addresses we previously supplied documentation for on XX/XX/XXXX XXXX uploaded a signed letter explaining addresses to the loan document portal. Received automated confirmation for receipt XXXX called and left 2nd message for XXXX XXXX who is XXXX XXXX XXXX manager XX/XX/XXXX received and missed call from XXXX. Called her directly back and got her voicemail.Never received a return call.
XX/XX/XXXX received request from customer support specialist XXXX XXXX for mortgage statements for addresses listed on the letter of explanation, which said we do not have a mortgage on any of those properties XX/XX/XXXX called and spoke to escalation department and spoke to XXXX XXXX. He explained he would get the loan reassigned and reach out to management to assist with getting a response from XXXX XXXX XXXX XX/XX/XXXX received an email from XXXX XXXX XXXX stating a tax bill was still needed for XXXX and XXXX XXXX addresses in order to proceed XX/XX/XXXX Responded that we would locate the items and send them in.
XX/XX/XXXX pulled tax bills offline and submitted to XXXX XXXX XXXX - Left a voice message for XXXX XXXX XX/XX/XXXX he responded that he reached out to XXXX XXXX XXXX and also provided her with the tax bills he pulled from online search. Asked how this delay affect the rate lock XX/XX/XXXX asked XXXX XXXX how the delay in approval affect the rate and lock XX/XX/XXXX XXXX responded that our lock we good until XX/XX/XXXX and he adjusted the rate to now 3 % XX/XX/XXXX asked LMO for a status update on the loan XXXX esigned documents for the new loan rate XXXX called customer service and spoke to customer advocate XXXX XXXX she stated she still need to clear up information about XXXX XXXX, the HOA for subject property and to confirm what the lien was on XXXX. Explained we did not have a mortgage on XXXX and sent a letter of explanation for the underwriter XX/XX/XXXX asked XXXX XXXX for an update as she was out of the office. XXXX XXXX XXXX, she was out of the office. XXXX XXXX XXXX.
XX/XX/XXXX spoke to XXXX and outlined the frustration with redundant questions and document requests. He said he looked everything over in the loan and saw everything the underwriter would need to review the loan and that he would reach out to the underwriting manager to try and get the loan cleared up and moving.
XX/XX/XXXX XXXX XXXX confirms loan is in for underwriting review XX/XX/XXXX contacted XXXX XXXX for a follow up - no response. XXXX XXXX sent a response that he spoke to her and asked her to reach out. They are waiting on loan review.
XX/XX/XXXX requested an update- XXXX XXXX said loan is still in Underwriting review XX/XX/XXXX loan amount has been lowered due to monthly payment and new loan documents sent for esign. Asked XXXX XXXX for explanation XX/XX/XXXX XXXX XXXX says the Underwriting isn't satisfied that XXXX address is free and clear. Sent letter of explanation, HOA documents and XXXX documents showing the construction loan in process.
XXXX XXXX XXXX request a credit supplement from XXXX to confirm the loan and have it added to credit report XXXX credit supplement received and sent to the underwriter XXXX XXXX XXXX let us know that the underwriter is asking for a 12 month pay history despite knowing the loan hasn't been i n existence for 12 months nor did i t have any payments on it until the money was drawn on. Another credit supplement has been requested XX/XX/XXXX reached out to XXXX XXXX XXXX via email for assistance with asking for something that doesn't exist - no response XX/XX/XXXX contacted XXXX XXXX and again explained that a 12 month pay history doesn't exist due to the newness of the loan and sent corresponding XXXX statements to show this. XXXX XXXX responded that what I sent over wasn't important. They only wanted information directly from XXXX XX/XX/XXXX received an automated notice of incomplete loan documentation where they asked me to provide a 12 month payment history even though XXXX XXXX email said they only want a credit supplement which they requested. Requested management to please contact us. She said she would have her manager XXXX XXXX reach out. We haven't gotten any phone calls from anyone XX/XX/XXXX XXXX XXXX sent an email that said she received the credit supplement back and the loan has been sent back to the underwriter for review.
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| 02/01/2023 |
Yes |
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- Struggling to pay mortgage
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Web |
Older American, Servicemember |
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Ref : Freedom Mortgage Corporation ( referred to as FMC ) Dear CFPB : Our complaint is about Freedom Mortgage Corporations negligence in the servicing of our VA loan since we exited the CARES ACT forbearance on XXXX It is still unresolved and on XX/XX/XXXX FMC canceled our Loss Mitigation and closed their assistance. Its now over 2 years and it is still not resolved.
On XX/XX/XXXX, we were approved for the VA Partial Claim Plan, due to begin XX/XX/XXXX, and our new payment amount of {$2900.00} and 3.25 % which is the same rate that we have had since the loan began in XXXX The VA was going to purchase the amount of the indebtedness and add a promissory note. The problem began by FMC failing to provide the loan documents in XXXX XXXX We called & sent emails but no response from anyone to advise us of any the delay. We made our monthly payment in the amount of {$3000.00}. XXXX we paid the new payment in the amount of {$2900.00} while waiting.
FMC failed to provide timely loan documents to us to begin making the new loan payment XXXX XXXX XXXXXXXX for the approved VA Partial Claim Plan and consequentially FMC failed to complete within 120 days from the time we exited the COVID-19 Forbearance Plan which was XXXX This was according to VAs regulations.
FMC deliberately delayed our 2nd VA Partial Claim package that arrived XX/XX/XXXX and modified the type of loan package, terms, and never sent any letter that we were approved for a different loan prior to receiving these loan documents. This loan was for 3.25 % interest, but FMC turned it into a 30 yr mortgage for the post-modification amount and the partial claim to be added as a secondary note to be paid at the end or if we sold our property. The partial claim was $ XXXX. The interest and additional years add ~ $ XXXX to our debt. We are being penalized for a COVID-19 Emergency and FMC stood to earn a lot of money. We were forced to accept it. The VA Partial Claim program was expiring XX/XX/XXXX. We asked for an extension, and we asked for them to schedule their notary but they never did. FMC did not provide adequate time to review, and they never scheduled their notary that was offered in the letter dated XXXX that was included with the loan documents. This was intentionally done by FMC. FMC voided our loan package as it was not completed, executed, notarized and returned within the 14 calendar days from receipt, that we were given. FMC told us we had to re-apply and start the process all over again, now we had defaulted, the loss mitigation protection had ended. FMC deliberately stalled when the federal government had announced the rates were going up once again and the VA Partial Claim ended XXXX
The next 5 months have been XXXX. After submitting the full loss mitigation and all the documents in XXXX, more delays and excuses and lies FMC stated, we were approved XX/XX/XXXX and eligible for VA Covid-19 Disaster Modification. This added {$230000.00} in debt and 10 years+ to our loan ; the last payment would be XXXX The interest rate FMC was charging us is 6.625 % ; payments would be {$3600.00} a month. They are out of their mind. This is all due to their negligence ; not ours. We should not be penalized for asking for forbearance. The other stipulations for this loan FMC said that we would have to make three trial period payments in time to have a Final Modification to start XXXX FMC again, never discussed this loan with us. There is no way we would be able to make that high of a payment. FMC knew that. We had made 13 monthly payments in XXXX. FMC has falsified, misled, mismanaged, and manipulated us too many times. FMC has violated federal regulations in the way they have mismanaged our loan.
There have been numerous unresponsive phone messages left unanswered, emails unanswered, pertinent information not entered in our loan file that was important for the underwriters in their decision-making process. This is an ongoing problem. Their Loss Mitigation department is worthless.
FMC falsified information in our records for FMC to benefit.
FMC has misrepresented their intentions to provide all options available to protect the veterans and other borrowers in their best interests so they can stay in their home.
FMC does not appear to follow any protocol when they were asking me what loan package FMC supposedly sent but in fact, this was clearly to cover up something.
FMC falsified payment records. I have all of the confirmations too.
FMC falsified statements that FMC recorded in the evaluation for the best VA loan option that we were eligible for- the XXXX XXXX COVID-19 Disaster Modification loan by stating the borrowers stated we were unable to resume making payments and selected this 3rd loan deliberately after the federal government kept increasing mortgage rates. FMC qualified us at a 6.625 % rate for 30 years-how? We had been paying this loan since XXXX! FMC was not looking out for their borrowers ; FMC was looking out for FMC. They knew if they could pull this off FMC stood to gain over {$230000.00} in their pocket. Is that fair to any borrower to be penalized for having a financial hardship that was out of their control due to an unprecedented pandemic? This would add to the partial claim amount of {$33000.00} and add {$230000.00} in debt? These types of practices clearly violate the governments intentions of keeping the borrowers in their homes.
FMC manipulated their payment center to only allow payment in full on our account in XX/XX/XXXX. It took {$39000.00} which was the amount they demanded in full. The system would not accept the one-time payment. I immediately called our back and told them do not allow that payment to be processed as we did not have the funds obviously, but what money we did have to pay our other bills would have been all returned.
FMC manipulated their message center after XXXX XXXX XXXX to avoid their customers, the ability to message for their help. It still is not working.
FMC denied us key protections and withheld updated loan options from us that were available in the VAs servicers handbook. This is the VAs Disaster Extend Modification loan that was made available until XXXX XXXX XXXX In addition, this extension deadline gives the borrowers impacted by the COVID-19 pandemic an additional 15 months to get loan relief. FMC did not disclose this information. FMC is negligent.
FMC has charged us late fees in the amount of {$1000.00} that is stated on the outstanding amount due for the XX/XX/XXXX statement. It has never been in any other statement. This is in violation of another requirement that the VA has in place during the COVID-19 Emergency that service providers are not allowed to do.
FMC canceled our Loss Mitigation on XXXX as we rejected the 3rd offer. They are looking for full payment.
We have tried reaching out through FMC message center when it was working, through emails, phone calls. Loss Mitigation is unresponsive. They all lie when you do get someone- always saying they will call you back on a certain day and time but don't.
We make our payments but FMC just continues to torture their borrowers.
The US Treasury has regulations in place to protect the guaranteed government backed loans for a reason. It appears to us that FMC has willingly and negligently engaged in practices otherwise detrimental to the interests of the Veterans or the Government. ( XXXX XXXX XXXX XXXX CFPB please stop FMC from misleading, misrepresenting, mismanaging, manipulating, denying key protections, and curtail the fraudulent wrongdoing to prevent further harm. FMC should not be allowed to engage in any government offerings. FMC is scamming their borrowers when they are at their lowest when we are so desperate to stay in their home.
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| 08/30/2023 |
Yes |
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- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
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Web |
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XXXX I called the Loss Draft Department and asked the Representative for clarification on the Monitored Claim Procedure Packet. I asked SPECIFICALLY about having two claim numbers, each with their own individual check, as they total over {$40000.00} combined. I was assured these are processed separately as there are clearly two separate claim numbers. The representative then took from me the claim numbers to notate on my account, along with their corresponding check amounts. He once again assured me to follow the instructions for losses of {$40000.00} or less. Within XXXX business days I will receive back my two endorsed checks.
XXXX Following the Monitored Claim Procedure Packet for Losses of {$40000.00} or less, along with the confirmation I received from the Loss Draft Representative on XX/XX/XXXX, I sent the required documents via USPS Overnight to Freedom Mortgage Loss Draft Department . Inside the package was : Cover Letter, 2 claim checks, Insurance Adjusters Report, and a prepaid USPS Overnight return shipping envelope. I paid {$58.00} for the USPS Overnight shipping labels.
8/1- The package was received and signed for at Freedom Mortgage Loss Draft Department XXXX I called the Loss Draft Dept for an update. I was told that my checks are over {$40000.00} and I didnt follow the correct instructions. Clearly whoever opened and processed the contents of my package at the Loss Draft Department can not read. At that moment I advised the Representative to please refer to my cover letter detailing the two claims and claim numbers, the Adjusters Report detailing the two separate claims, and finally the actual checks which CLEARLY specify the individual claim numbers and identifying Cov A and Cov B. Each document that Freedom Mortgage received from me shows these are two separate checks for two separate claims. I asked why nobody from Loss Draft bothered to contact me, and he didn't have an explanation. He apologized and admitted this was overlooked, and told me they will be separated and processed appropriately as losses of {$40000.00} or less.
XXXX I called the Loss Draft Department asking for another update on the status of my claim. I was told by the Representative that my checks were Endorsed and sent back to me as of that afternoon.
XXXX I received my checks back via USPS Overnight using my prepaid envelope. My two endorsed checks were NOT inside the package. Instead my checks were returned to me along with the Missing Doc form, and another copy of the Monitored Claim Procedure Packet.
XXXX I called the Loss Draft Department, and spoke to Escalation Specialist XXXX XXXX XXXX First off, XXXX immediately told me that my two checks were returned because the total is over {$40000.00} combined. I referred XXXX to check the notes of my previous calls to Loss Draft Representatives on XX/XX/XXXX, XXXX, and XX/XX/XXXX. Next, XXXX changed her tactic and told me that she needs two separate Insurance Adjusters Reports for each claim number. I told her to read the complete XXXX page Adjusters Report. That document has clear separate pages indicating Cov A - Dwelling and Cov B - Separate Structure. XXXX tried telling me she needed two separate documents, at which I told her that is a weak technicality, however I obliged. I offered to separate the pages and create two PDF documents corresponding to their corresponding claims. XXXX said she will manually separate the accounts on her end and escalate the issue to the processor. XXXX then tried giving me a XXXX excuse. After combing through my Adjusters Report, XXXX proceeded to tell me that Cov A Claim 1 is based on the values listed on Page XXXX in the Adjusters Report. I kindly told XXXX that the only VALUE in question is the payable amount of my check, {$37000.00} and nothing else. The Monitored Claim Procedure Packet does not mention this, and the previous XXXX Loss Draft Representatives did not mention that these values are the requirements. FINALLY, XXXX agreed that this was all a huge misunderstanding, these separate claim numbers were overlooked, and she was very apologetic. XXXX sent me a prepaid Overnight XXXX label to send BACK my two checks for a second time. I wanted in writing that my checks will be endorsed and sent back to me properly this second time, but XXXX refused to confirm or provide me any documentation acknowledging this mistake Freedom Mortgage Loss Draft Department made.
XXXX I called the Loss Draft Department and spoke to Representative XXXX XXXX XXXX was extremely rude and condescending to me. She told me that nothing else matters that the previous Representatives, they were all wrong and misinformed me. XXXX said that regardless if my loss is over or under {$40000.00}, federal law requires me to endorse all of my checks over to Freedom Mortgage because I am in a Bankruptcy, and that I need to be on a Monitored CLaim status because of the bankruptcy. I was in complete shock and disbelief. When I asked XXXX to cite which Federal Law so I can research this myself, or to provide me documentation of separate requirements Freedom Mortgage has for Insurance Claims while in an active bankruptcy, XXXX disconnected the call and hung up on me. I contacted my bankruptcy attorney and he says no such federal law exists and that XXXX was being discriminatory to even mention my bankruptcy as a reason.
XXXX Called Loss Draft Department again. Spoke to Representative XXXX. Right away, XXXX seemed to recognize the issue at hand and was in agreement with me. XXXX told me that she sent a message to her supervisor, and the processor on this claim. According to XXXX, she was able to see on her system that there are currently XXXX open Monitored claim and XXXX closed claim. The processor on the Open Monitored Claim needs to separate this into two endorsed claims, however there is another different processor listed for the XXXX closed claim. XXXX told me that she will personally contact me back within XXXX hours once she gets a response from her supervisor or the claim processor.
XXXX Called Loss Draft Department, AGAIN. XXXX hours have passed since XXXX was supposed to contact me. Spoke with Representative XXXX. XXXX assured me that I need to allow XXXX hours for review from the processor, as XXXX escalated the claim only XXXX hours ago. I asked XXXX for his supervisor. He transferred me to Escalation SpecialisXXXX XXXX. XXXX then told me that the review process actually takes XXXX weeks from the initial escalation date of XX/XX/XXXX, and that I need to wait until XX/XX/XXXX for an update from the processor.
XXXX Called Loss Draft and spoke to Escalation Specialist XXXX XXXX again. XXXX did a complete XXXX from how we ended our conversation on XX/XX/XXXX and reverted back to one of her previous statements, that the amount of the claim is greater than {$40000.00} and the amount is determined by the Replacement Cost Value on my Adjuster Report, therefore I must endorse the check to Freedom Mortgage. Once again I referenced the Monitored Claim Procedure Packet and Missing Doc form, and neither one states that claim values are determined based on replacement cost value. XXXX could not answer me when I questioned why none of the previous XXXX other Loss Draft Representatives that I have spoken to dating back to XX/XX/XXXX referred to the term Replacement Cost Value, they only referenced the payable amounts of my two claim checks. I asked to speak to XXXX superior. After waiting on hold, XXXX was unable to get anyone on the line. XXXX told me she is sending an email to her management to escalate this further and file a complaint, asking Management to contact me directly. XXXX said that it can take up to XXXX hours for management to contact me back.
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| 09/11/2020 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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This is my story on attempting to do a simple streamline refinance on an FHA loan through my current lender Freedom Mortgage.
On XX/XX/2020 I was contacted by XXXX XXXX XXXX ( Loan Originator NMLS ID # XXXX ) to inform me that my FHA loan was eligible for a rate reduction because of the current markets. I was sent the application papers to sign on XX/XX/2020. I was also requested to send a proof of occupancy as this loan is for our primary home.
As I live in Alaska and EVERYTHING is sent to my XXXX XXXX getting this proof of occupancy proved to be difficult. On XX/XX/XXXX, I sent XXXX copies of my electric, heater oil, and propane bills all which has the XXXX. XXXX address and show they service my home address. On XX/XX/XXXX she finally responded in a generic email saying the three bills were not acceptable and I needed to send a paystub. She also mentioned that she had tried to call me, which was untrue as I had NO missed calls or voicemails from her. I sent out a paystub and W2 that same date. She responded back on XX/XX/XXXX saying that both of those forms were not acceptable as they had a XXXX. XXXX and not the physical address. I emailed and called asking her what would be acceptable as I had nothing else to send. She didnt respond to any form of contact and that was the last I would hear from XXXX.
On XX/XX/XXXX, I am contacted by XXXX XXXX ( Loan Officer NLS # XXXX ) with the same email as XXXX informing me that I could get a rate decrease on my FHA. I once again signed the documents emailed to me and sent the same bills, W2s, paystubs, and anything else I could think of as our proof of occupancy. On XX/XX/XXXX, XXXX sent me an email stating the same thing as XXXX, that none of the paperwork I sent over would be accepted as it showed a XXXX XXXX mailing and a service address of our home address. He suggested I contact the post office and get a proof of address from them. I called our local post office and spoke with our post master who informed me that the post office does not offer address verification letters nor are they allowed to release any information regarding a clients address or XXXX XXXX information. That was the last I heard from XXXX XXXX after, multiple unanswered phone calls and emails trying to figure out how to get him what he needed.
On XX/XX/XXXX, I contacted Freedom Mortgage customer service and spent hours on the phone being transferred and disconnected and more transfers until I reached someone who said they would help me. Her name was XXXX XXXX ( Customer Advocate-Escalations Team ). She was very helpful and patient as I explained the situation. She asked me about my drivers license, which ALSO has my XXXX XXXX as that is legal in Alaska. She sent me a routing slip to take to the Post Office and once again ask them to fill it out and stamp it. She sent me her direct line in an email so I could easily contact her to get this situation sorted out quickly. She also got me in touch with my personal customer advocate XXXX XXXX.
The next day I went to the Post office with the routing slip and once again was denied the stamp or signature from the Post Master as that is not a service they offer. I came home and called XXXX direct line as stated on her email ( XXXX ) and it went to a construction company, not Freedom mortgage or XXXX XXXX. I called XXXX XXXX, whose direct line went to voicemail. So I called the customer service main line again and asked to be transferred over to her line. I sat on hold for a long time until she finally answered. I told her what happened with the Post Office and Post Master. She insisted that I was wrong and the post office/master would fill out the paper. I finally got the Post Master on a conference call with XXXX and had the Post Master tell her what she was telling me. After the Post Master hung up, XXXX still insisted I go to the Post Office and get the routing slip filled out as it was the ONLY way. I then got the USPS main office in XXXX on the line who also told XXXX that is not a service the USPS offers and they would not be signing or stamping any paperwork for us. Basically it all ended with XXXX still telling me to go to the Post Office and getting the paper stamped.
At a loss of what to do and with a gut feeling of deceit, on XX/XX/XXXX I went into the Post Office and asked a clerk ( not the Post Master ) to stamp the paper with a normal dated stamp that showed our town name. I filled out the remaining information on the routing slip at home and emailed it to XXXX. She respond right way with XXXX and asked me to send a copy of utility bills which I did. They next day, XX/XX/XXXX, I sent an email asking if she had received the utility bills to which I got no response on phone or email.
On XX/XX/XXXX after multiple failed attempts to reach XXXX and find out if she needed anything else, and to check on the process, I sent her manager XXXX XXXX an email stating how unhappy I was with his teams customer service and response. He has NEVER responded to my email.
On XX/XX/XXXX, I was contacted by XXXX XXXX who asked me to send a copy of my marriage license as I had purchased this home under my maiden name and they needed proof of my name change. I sent it right away.
On XX/XX/XXXX, I FINALLY got an email from XXXX that said I just wanted to follow up with you to let you know we are still pending title to be cleared. Once cleared we will be able to move your file to underwriting for approval to close. I will keep you updated on the status of title over the next week. Let me know if you have any questions or concerns. Thanks. I responded immediately and thanked her for the update.
On XX/XX/XXXX, I get emailed from XXXX XXXX asking me what my current legal name is as there was some discrepancy between the last name on the current loan and the refinance loan. I sent her an email response stating that I had sent over my marriage license and had confirmed a name change with XXXX. Then silence again until XX/XX/XXXX when I wrote to XXXX asking on an update on our loan as it had been a month.
Nothing.
Later that day I receive an email from XXXX XXXX ( Customer XXXX ) asking for my proof of occupancy, proof of name change, and SSN verification. I tried to call his direct line as listed on the email which ended up not being his direct line - SURPRISE! So I sent him an email stating that I had already sent all of the information he wanted to his colleagues and I would not be sending anymore information until I heard from someone personally on the phone from Freedom Mortgage to further discuss my application. That afternoon I get sent more digital paperwork to sign which I did not as I wanted to hear from someone at Freedom before proceeding.
On XX/XX/XXXX, I sent XXXX an email and called her direct line asking her to contact me. I sent another email and left another voicemail on XX/XX/XXXX. I also sent another email to her boss XXXX asking him to call me to discuss his teams extreme lack of customer service. After more calls and voicemails, I sent a final email to XXXX and XXXX on XX/XX/XXXX informing them I was going to contact you ( CFPB ) as I am done dealing with their incompetence.
I understand applications are backed up due to Covid, but this experience is totally unacceptable in my mind. I cant trust these people to keep my paperwork straight or contact me back in a timely fashion even to update me on the process. Why would I want them to hold my loan or trust them with my personal and sensitive information? I almost feel as this is a complete scam they are promoting and I am moving my financials elsewhere. I will NEVER recommend Freedom Mortgage as a reputable company.
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| 03/03/2020 |
Yes |
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- Struggling to pay mortgage
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Web |
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Mr. XXXX provided a reinstatement quote in the amount of {$19000.00} that expired on the XXXX of XXXX. Since, additional fees have been added without cause or explanation that Mr. XXXX did not offer explanation for in his response on XX/XX/XXXX. As of XXXX, XX/XX/XXXX, Freedom Mortgage has now my account at {$20000.00} with no explanation or breakdown of where the additional {$1300.00} magically appeared.
Furthermore, Mr. XXXX also failed to explain the fees that increased the amount due on my mortgage statement ( and the amount I actual had to pay to reinstate the loan ) today from {$19000.00} from {$19000.00}, the amount provided in the reinstatement quote another {$250.00} difference. At this point, Freedom Mortgage is just making up fees for an illegal sale that had no merits.
Mr. XXXX further asserted that the {$1100.00} was received on XX/XX/XXXX and was short of a full payment amount XXXX {$1100.00} XXXX so it could not be applied as a regular payment. So, because of {$7.00} shortage, they assessed a more than {$30.00} late fee, and withheld that payment as it is not reflected in the reinstatement quote Mr. XXXX provided. Furthermore, by Mr. XXXX assertion and the payment breakdown included with the reinstatement quote, the {$1100.00} has not been applied anywhere to my account as the escrow balance is - {$3600.00}, per my most recent statement, and the payment schedule doesnt reflect it and it has yet to be returned to me.
2 payments @ {$1100.00} due from XX/XX/XXXX = XXXX 5 payments @ {$1100.00} due from XX/XX/XXXX = XXXX 3 payments @ {$1100.00} due from XX/XX/XXXX = XXXX 4 payments @ {$1100.00} due from XX/XX/XXXX = XXXX Mr. XXXX provided a reinstatement quote that was issued on XX/XX/XXXX and indicated that it provide a detailed breakdown of the expenses. As I indicated in my original complaint, the reinstatement quote ONLY provided Expense Advances, Late Charges, and Foreclosure Expenses. I specifically requested a full and complete breakdown of the itemized fees. If Mr. XXXX doesnt comprehend what an itemize fee entails, it means more that Expense Advances as shown on the reinstatement quote, it means every single line item and charge that expenses what those expense advances were.
Mr. XXXX continued to provide the following list : XX/XX/XXXX Bankruptcy Proof of claim payment addendum attorney fee {$250.00} XX/XX/XXXX Bankruptcy Proof of claim attorney fee {$400.00} XX/XX/XXXX Bankruptcy Proof of claim payment addendum attorney fee {$250.00} XX/XX/XXXX Bankruptcy Proof of claim attorney fee {$400.00} XX/XX/XXXX Title Search by the attorney ( bill-back to the firm as title was completed by Mortgage Connect ( title vendor ) {$240.00} This fee will be removed XX/XX/XXXX Foreclosure Allowable Attorney Fee ( referral to foreclosure ) {$390.00} XX/XX/XXXX Full Title Search {$320.00} XX/XX/XXXX Foreclosure Allowable Attorney Fee ( Sale Set ) {$260.00} Total {$2500.00} However, Mr. XXXX failed to address the how the Expense Advances had the same expense categories as the separate line items in the reinstatement quote such as the Foreclosure Attorney Fees and the Foreclosure Expenses.
Furthermore, I am requesting that unless you can produce proof that the services rendered were performed in association with the fee, the fee needs to be immediately removed from the account ( i.e. if you are claiming the fee is for publication of advertising but can not produce the advertisement, the fee needs to be removed, if you are claiming the fee is for a property inspection fee and can not produce distinctly different property inspection reports with along with a valid need that shows that you needed to order one, the fee needs to be removed, if you are claiming the foreclosure is allowable on what basis was that determination made and why was it worth {$390.00}? ).
Mr. XXXX asserts he has not received my RESPA Qualified Written Request ( QWR ) that has been mailed to Freedom Mortgage, XXXX XXXX XXXX, XXXX, IN XXXX. However, if I am telling you I made you in an official complaint to a public agency, there should be nothing preventing him from complying with it now as many of the concern addressed in it are addressed here as well.
Mr. XXXX also asserted that we never received a complete loss mitigation package from you ( see attached incomplete letter ). This is completely inaccurate and shows he did not review the attachments in the complaint as I clearly indicated, in my original correspondence, Freedom Mortgage CEO XXXX XXXX was CCd on a prior email to Freedom Mortgages Loss Mitigation department in which he forwarded to XXXX XXXX for response on XX/XX/XXXX. On the same day, I responded to her email and CCd Mr XXXX XXXX a copy of the email in which the documents that Freedom Mortgage asserted was not received for my loss mitigation package ( attached ) and never received her response or further contact.
Additionally. Per 12 C.F.R. 1024.41, servicer are restricted from continuing the foreclosure process if the homeowner is working on securing a loan modification or other alternative to foreclosure. Per their letter dated on XX/XX/XXXX, your review was not closed until well after the time period prescribed by the dual tracking provisions in the law. Per the timeline Mr. XXXX provided in his previous response, the foreclosure preceding had started well before this date which would consider it to be dual tracking.
Furthermore, Mr. XXXX did not address the concerns regarding the illegal sale. Although he indicated he will not postpone the sale, he did not provide proof as requested to my assertion the Freedom Mortgages violation of O.C.G.A. XXXX. In which the lender must properly advertise the foreclosure sale once a week for a period of four weeks immediately preceding the date of the sale in the legal organ of the county where the property is located. I am only seeing ONE advertisement in XXXX Countys " Daily Report dated XX/XX/XXXX, which is LESS than four weeks prior to the sale date of XX/XX/XXXX. Additionally, I have requested the egregious fees to be removed.
Mr. XXXX asserted that property inspections are an investor requirement as long as the home is in default but did not cite proof of this requirement nor did not cite where it was mandatory for Freedom Mortgage to pass those cost to me ( or where I agreed to pay them ). These costs need to be removed immediately.
In regards to my repeated contact attempts, Mr. XXXX did not address how on a recorded call to the loss mitigation department on XX/XX/XXXX to XXXX XXXX ID # XXXX XXXX in which I requested a supervisor to discuss the account. As of today, that supervisor XXXX has yet to call me back. Neither did he address my repeated attempts to contact someone on to resolve issues on this account such as repeated emails to CEO XXXX XXXX ( that went ignored ), Vice President of Customer Service XXXX XXXX XXXX that went ignored ), the loss mitigation department ( that went ignored ), recorded calls to the loss mitigation department in which one case, Supervisor XXXX XXXX ID # XXXX XXXX laughed hysterically at the situation and mocked me as me he said, " I should have stopped this months ago. These are just a few of the many call/email attempts I have made with this company in the past month alone. Freedom Mortgage has been the most unprofessional, racists, discriminatory, and ill-managed, company I have ever seen and do not feel confident that you can effectively service my loan without future retaliation and think you in the best interest of everyone involved, after resolving these account issues, transfer it to a different servicer.
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| 06/01/2021 |
Yes |
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- Trouble during payment process
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Web |
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I would first like to start this off by stating we lost our home in a huge fire in XXXX and are just trying to rebuild.
In XXXX I had called to ask how we go about getting money past the initial almost 59k to start the build. They explained when our contractor said we were almost to the 25 %, 50 % and 75 % we would need to call for an inspection. XXXX we officially broke ground for our foundation to be laid. XXXX our contractor said he felt we were at 25 % and that we should call for the 1st inspection, we had done all the cleanup and foundation. So, I called and they told me once they had it back that it would take a few days. I called on the XXXX of XXXX and they said that they needed to get ahold of the inspector because they needed more info and it would be done shortly. I called Yet again on the XXXX of XXXX to see if it was finalized yet and it still was not. So, I called on the XXXX of XXXX and spoke to a lady who told me our inspection came back at only 15 %. I did not understand because according to them my contractor would have the best idea of what we were at. So, I asked if she could call the inspection company to get more info. she said she was not able to do that but I could call them to better understand it. I also said I would like a copy of the inspection which she told me she would not be able to give me and I had to get it from the inspection company. I also asked to speak to a XXXX and she said that she could have XXXX call me back. I never received a call back for this. She did tell me she would put in an exception request for us to get more funds. I also asked for the inspection to be looked over again. XXXX our 1st inspection from the XXXX got looked over and came back at 18 % which was not the 25 % we were told we needed. We did get an exception check released for almost 30k on the XXXX. on XXXX I call for the 2nd inspection at this point we can not see how we would not at the very least be at 25 % we had the walls of the 1st story done as well as the garage poured. The inspection takes place on XXXX and on the XXXX it only comes back at 20 %. We do not understand how it could only be 2 % difference from our first inspection, with so much more done. I call and ask how it could only move 2 %, I am told yet again that it is not the mortgage company that makes the determination but the inspection company. but when I had called the inspection company after the 1st inspection, they told me it is the mortgage company who decides. So yet again I feel like I am not getting a clear answer. I asked to have it looked yet again because we did not think it was correct. I had also asked for a copy of the inspection as well. They also put in a thing where I was requesting more money even though we had only come back at 20 %. I have asked for our 3rd inspection on XXXX and it happens on the XXXX. On XXXX I got a text stating that my inspection results were available from my 2nd inspection being relooked at. I of course had to call and wait on hold before I get anyone. I am told that they looked at them again and we are actually at 32 %. At this point I am happy but also so frustrated that The EXACT same inspection with the same pics and info could come back so drastically different. I get told that they are sending 2 checks an exception one and the my 25 % one. they arrived on XXXX on XXXX I spoke to someone who said my 3rd inspection was done and we were at 50 %. They said our check would be approved and we would have it soon. I called on the XXXX to see if the check was sent yet and it had not been. XXXX told me the website was down indefinitely and she could not give me any info accept that we are at 50 %. I waited until the following Monday XXXX to try to call again. I called at XXXX and quickly spoke to a man who told me the website was still down. I asked when it would be up and he reassured me, that if I called in an hour, it would be up ... ... I called at XXXX and nothing, I would go through all of the prompts only for the other side to ring a few times and then tell me goodbye and hang-up on me. I called about 8 times over the next hour and literally got the same thing. How could thing be a thing when you have clients who need answers on their claims and you have no website up. I finally break down and just call the main # for my regular mortgage instead of the loss claim line, I am on hold for a while and then get someone who transfers me over to the loss department. I was on hold again for quite some time before someone picks up and tells me that their website is down indefinitely and I can just call back every hour to see if it's working again. I tell them what kept happening when I tried to call and they just said it's because they are having a system change over. This was extremely frustrating. I didn't know when or if my check for my money had been sent out yet. I waited until XXXX to call again, I got XXXX after being on hold a long time again. He now told me that my check got canceled and never was sent out. He also told me I now all of a sudden needed more documents that I never needed before to even get my check for being at 50 %. I was so frustrated and saddened to hear this. Here I am several months into this process and the mortgage company has already sent me 4 checks and now all of a sudden they go through a system change and they now require more stuff for me to get my money. Not to mention they canceled my last check and neglected to let me know this. I had been waiting for this money at this point like 2 weeks. I ask to speak to a manager and of course I don't get one, but i wait on hold for a very long time. He finally comes back and tells me his manager has approved the check for the 50 % completion and they would be sending that out asap.XXXX I call back in to see where my check is, I speak to a XXXX and she tells me my check will be sent out on the XXXX. I request to have a supervisor to call me back. I never received a manager call back. XXXX I call back again to see where the check is. XXXX tells me my check will now be sent out in XXXX days. I am obviously quite upset at this because I was told it would be sent out already. XXXX I call YET AGAIN I speak to XXXX who told me my check just got processed the day before and it will be sent out and take 7-10 business days to get to me. I ask if they can expedite it to me because it has now been a month, she tells me I can purchase a expedited envelope for something like 10 bucks. At this point I ask yet again for a manager, I wait on hold for a long time before one comes on, our call got dropped and he calls me back. To my surprise XXXX tells me that my check was processed the XXXX and was sent out this day the XXXX. So, to recap this last bit with my 50 % inspection. I called for it on XXXX it took place on the XXXX and results on the XXXX. The check was supposed to be sent by the end of the month I have called and spoke to too many people now about this. As of today XX/XX/XXXX I have yet to receive my 50 % check from XXXX the start of the process. I have called the company so many times and pretty much at every turn I have been met with just more obstacles in order to get my money to rebuild. I am constantly putting out money out of my own packet to finish work because they can not send money in a timely manner, or look over inspections correctly.
I have also asked for a manager to call me back on at least 5 separate occasions and have NEVER received one from a manager where I didn't wait for an hour on hold.
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| 09/25/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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Subject : Mishandling of Loss Mitigation Process ( Possible loss of home ) I am writing this letter to escalate the circumstances regarding the possibility of losing my home due to improper handling of my home loan and mitigation process. I was a victim of Covid-19 and was out of work for approximately ( 1 ) year. Freedom Mortgage was notified and offered a Covid-19 forbearance plan for my VA approved home loan. The forbearance period ended XX/XX/XXXX. Prior to the program ending, I was proactive in trying to seek available programs to restart my loan payments with an approved program. I proactively contacted Freedom Mortgage and started the mitigation / modification process in XX/XX/XXXX. Below I will explain a timeline of events that have occurred since that date.
XX/XX/XXXX : I was approved for the Covid-19 Refund Modification which I Accepted. Was told that I would receive official paperwork by XXXX XXXX within 14 days and that I was required to have the papers notarized and sent back to Freedom Mortgage. I was also told that I needed to make the 1st payment in XXXX.
Details for this plan : Principal & interest {$1800.00}, Estimated escrow : {$210.00}, Interest rate 3.500 % Total Payment {$2000.00} ( I made the payment in XXXX but never received XXXX XXXX documents to notarize ) ****Made numerous calls to Freedom Mortgage regarding the paperwork and was told that they had made a mistake with the numbers and would make corrections and send out the papers again within 14 days. Was also advised to stop making payments because the payment amount would change. They advised that they would place the funds that I had already paid in suspense and once the amount was corrected and paperwork was received that I was to call and have them release the funds for the new 1st payment. Never received the documents as promised within 14 days.
XX/XX/XXXX : Received a new mortgage assistance letter stating that I was approved for the VA Partial Claim Plan which I again Accepted. I called them to find out what happened to the Covid-19 refund modification program that I was previously approved for and asked why did the approval change to this new plan. The representative told me that they did not understand why it changed and that I should still be eligible for the Covid-19 Refund Modification since that is what I was approved for. The representative told me that they were going to escalate this issue and that I was not to pay until they had the underwriters straighten out the confusion. Was advised that I would receive the corrected documents within 14 days once again.
Details for this plan : Principal and Interest : {$2200.00}, Estimated escrow : {$190.00}, Interest rate 3.750 % XX/XX/XXXX : Received another letter from the modification department and was told that this was a new offer. The envelope was empty. There was no letter inside and the letter was also blank on my online portal. ( Freedom Mortgage stated that they had made another mistake ) XX/XX/XXXX : Received another letter from the modification department stating that criteria had been met for a VA Disaster Modification. This offer stated that I was to accept this offer by XX/XX/XXXX or the offer would be rejected. ( I rejected this offer because it was the 3rd confusing offer issued and the terms were enormously unacceptable ). Called Freedom Mortgage and was advised that the offer was rejected. I was told that it was escalated to higher authority and to wait for them to correct the offer because it was not the right offer once again. Was told that they were contacting the underwriter to have them put the offer back to the VA Partial Claim.
Details for this plan : To qualify for a permanent modification, I was to make the following payments in a timely manner : XX/XX/XXXX : {$3300.00} XX/XX/XXXX : {$3300.00} XX/XX/XXXX : {$3300.00} I have been calling Freedom Mortgage nearly weekly since XXXX of XXXX. I have been given inconsistent answers, bad advice, many different answers, and reasons for what has transpired thus far. All agents are confused and have stated that I must wait for the underwriters because they have thousands, and thousands of clients just like me. Have been told that my situation is part of a glitch. Told that I need to be patient because they are working it out. Unfortunately, on XX/XX/XXXX, I called Freedom Mortgage with my VA home loan representative on the phone with me for a three-way call. The VA home loan rep was in disbelief that all of this has happened and told me that Freedom Mortgage has not asked them for any type of approval thus far. Freedom Mortgage had us on hold for 1 hour and 28 minutes and then the call mysteriously dropped. I was told by the VA home loan representative that the VA was also going to send a letter and an email because they could not get through. I called back on the same day and a representative answered the phone and told me that she saw a problem on the file that was never told to me before. She stated that Freedom Mortgage had approved the VA Partial Modification Plan in XX/XX/XXXX and that I was supposed to pay {$2400.00} on XX/XX/XXXX. She also stated that Freedom Mortgage never mailed that letter to me and never entered it on the portal and that it was the mortgage company error that I never received this offer. She stated that this plan cancelled because they did not receive payment which was no fault on my part. She then transferred the call to another gentleman in the loss mitigations department. This Freedom Mortgage representative told me in so many words that my situation was hopeless and that I owed so much money at this time, that I needed to start thinking about selling my house and getting out before the ship sank! I was devastated by his lack of remorse for the turmoil that I had been through with this mortgage company for nearly a year trying to get resolution to restart my mortgage payments. He consistently told me how far in debt that I am in and how long it has been. I was aware of the debt amount and the time frame since I have been desperately trying to get a modification program.
My current debt with Freedom Mortgage : XX/XX/XXXX : Total amount due {$50000.00} ( started modification process forbearance ends XX/XX/XXXX ) XX/XX/XXXX : Total amount due {$75000.00} ( No current modification plan approval completed to date ) I have applied for the Virginia mortgage assistance program twice. Was not qualified for assistance because the balance was too high, and the length of delinquency was originally to long as well. Freedom Mortgage has told me that they will resolve the issues regarding the confusion surrounding the modification issues and that my file is currently under review. I have been told this for nearly a year with no resolution. I am in fear that I may lose my home to foreclosure because of the confusion and disorganization that exist with this mortgage company. I think that my account has been mishandled and that the mortgage company has been overwhelmed with too many borrowers in need of assistance following the forbearance programs resulting from Covid-19 issues. I fear that they will not be able to resolve this issue and that I will be homeless before they find a resolution.
In closing, I have attached supporting documentation to help to validate my unfortunate circumstances that exist with the Freedom Mortgage Corporation. I am humbly requesting any type of assistance that is available to help me to retain my home.
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| 12/22/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I had my mortgage with Freedom Mortgage and I refinanced with another lender in XX/XX/2020. Freedom Mortgage received the funds to pay off the mortgage on XX/XX/2020. I have funds in the escrow account with Freedom Mortgage that was supposed to be returned to me but that hasn't happened as of XX/XX/2020. I have called their customer service number multiple times regarding the return of my own money but it hasn't been successful. Freedom Mortgage is keeping my own money from me in a time where I need it the most. Due to COVID 19 my household has been relying on my single paycheck since XX/XX/2020.
The first time I called inquiring about the return of the escrow was on XX/XX/2020. The representative told me they issued a check via mail on XX/XX/XXXX. I accepted the resolution at that time and waited. I called again on XX/XX/XXXX because I did not receive the check and I was counting on those funds in order to help with the mortgage payment of XXXX. I told the representative about my financial situation and that I needed those funds urgently. The representative told me she would cancel the check that was sent in the mail and place a Stop Payment. Also that the funds could be sent via direct deposit since I used automatic payments to pay for the mortgage and that they have that information on file. I was told to expect the funds in my account within 2 to 3 business days. I did not receive the funds.
I called again on XX/XX/XXXX to follow up on the direct deposit and the representative told me that the request to send the funds via direct deposit was denied because it is not something they do and it would go against government regulations to send the funds via any other method but regular mail. I told them that I needed my money back and to please send them via wire transfer or direct deposit and that I tried to look for my rights as a consumer and read that financial institutions have certain amount of days to return the funds but it didn't have restrictions on the method. The representative told me that there was nothing they could do but send another check in the mail. I told the representative that I recently received a letter from Freedom that was dated after the supposedly check issue date. If those letters arrived, it would be reasonable to believe the check should have arrived already and that they have my correct address on file. I accepted the resolution thinking that I would have those funds to cover my XXXX mortgage payment and awaited the delivery of the second check.
On XX/XX/XXXX I called Freedom Mortgage again because I had not received the second check in the mail yet. I yet again requested the funds to be returned back to me via wire transfer or direct deposit. The representative told me that he could place a stop payment on the check and follow up with his escalation team to see if there were any other option. He also mentioned that they could not issue the refund via direct deposit. I told him not to place a stop payment on the check yet because the previous times I have called the representatives claimed to have done that already but to please transfer my call to his supervisor.
When I spoke with the supervisor she told me the second check HAS NOT BEEN ISSUED. That is when I realized the stop payment on the first check was not even placed yet. I thought the previous representative was offering a stop payment on the second check. The supervisor told me they had to wait 10 business days in order to reissue a new one and also 30 days after they place a stop payment. None of the previous representatives told me about the 10 days to reissue a check they led me on to believe that they were reissuing it immediately. I told her I needed my own money to be returned now. Freedom Mortgage has had the payment in full for the mortgage since XXXX. She mentioned they have meet all regulatory guidelines by issuing a check within 14 days and that it wasn't their fault the check wasn't delivered to me. I asked her again to please send the funds via wire transfer, direct deposit or certified mail with a tracking number. I also told her I could drive to wherever their office was located to pick up the check myself. She declined all of my request due to regulations. She told me she would follow up with me within the next few days once she speaks with another department to see why my check wasn't reissued after the 10 business days. And then they would process the another check via the regular mail. I asked for proof that the check was sent or a copy of the check for my records and she told me I could see my transaction activity. Which I already had access to via their online website and it didn't have any proof that a check was sent in the mail. I told her that I would complain using any possible method.
This financial institution is holding my funds hostage for some reason. I don't know if it's because I refinanced with another financial institution or if they are earning interest with my funds. I have no proof they sent any payments except for their word or whatever they modify on their website. They offered me no options for me to retrieve my funds. I could only do what they wanted and as a consumer I am powerless. I have to wait for them to meet whatever obscure guidelines they have, what they mentioned were regulations doesn't hold true to what I was able to research. They keep gaslighting me with different information every time I call.
I also noticed they were suspiciously trying to modify their records of my online banking within a few minutes from my last call. I luckily took screenshots of the screen before they were able to modify them. At XXXX the last 3 transaction activity of the account via their online banking noted an entry for XX/XX/XXXX as " Escrow Refunded ''. They charged me on XX/XX/XXXX for Mortgage Insurance ( even though I satisfied my loan on XXXX ) and a undisclosed fee of {$10.00} on XX/XX/XXXX. Later at XXXX an entry was added for XX/XX/XXXX as a deposit of my escrow. And on XX/XX/XXXX an " Escrow Refund ''.
That leads me to believe three things. First, they are able to modify the transaction activity in their system at any given moment. Second, transaction activity doesn't serve as proof that they sent the check. Third, they have no inclination to return my funds or to do it with any urgency. If it only took a few minutes for someone to do something in my account, why did no one do anything for the past month? I attached the screenshots in the complaint.
Every time I contact them they try to place blame on the postal service which I have never missed a statement from them before and conveniently they do not offer certified mail so there is no proof of when they claimed to have sent me my original funds. Every time I contact them and they say they are going to do something for me it never gets done and there is absolutely no initiative on their end to follow up with me. I am always the one to initiate a call to see what is happening on their end and always find out that what they said they would do has not been done. I don't understand how it is this difficult to get my own money returned to me and I feel sorry for anyone else who is going through this and doesn't even know that they are due a refund. The only reason I knew that I would be getting a refund is because my new financial institution told me about it when I was funding my new escrow account. This has caused me mental distress and financial hardship.
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| 03/20/2019 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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In XXXX of 2018 we fell behind on our mortgage payment due to a demand by the community association to landscape our backyard per their regulation ( licensed contractor ). Before this time, we had been struggling because our eldest son was having some serious health issues came home to live with us and transition out on his own. In addition to this, our vehicles brokedown which we recently paid off, and we had to replace. However, in spite of all this, we were still managing, but when the demand for the yard to be completed. It just took us over the edge. So in XXXX, XXXX Freedom Mortgage recommended that we discuss Loss Mitigation to help resolve our issue. We submitted the paperwork. In the meantime, they did not stop reporting to the bureau, they did not offer lower payments of any kind. I took them 3 months to deny us and then we found out because we were calling in weekly to speak with our assigned associate and they denied us because they did not know how to read a bank statement and said that account information was missing, even though it was all on one statement. After doing some research, I realized that they collected information according to their own forms that they were not supposed to. During this Loss Mitigation period they had people coming to our home taking appraisals and pictures. The reps were saying to us that they were going to proceed with foreclosure, etc. So we started the Loss Mitigation process again in XXXX and they denied us within 30 days requesting an appeal stating that our housing expense was greater than 40 %, which it was not, also the amount of bills that they listed that we have to pay was incorrect, and the monthly income they were reporting was incorrect. So I appealed by XX/XX/XXXX, but also informed them in the letter that over the last six months we were able to get our household caught up, our son moved out, we found out that our insurance through one of our jobs had increased but we could change it later at open enrollment and recover $ 550+ dollars a month, etc. During all this time, we are 3 months behind but beginning to stabilize. Everyone and their mother was telling me how banks can offer forbearance, put the arrears on the end of the loan, etc. Even if we were offered a period of time with lower payments, we probably wouldn't be in such a mess now. But our home has A LOT of equity in it. And I am sure this non-compliant bank is focused on stealing it to make a profit. In the meantime, we recieved a demand letter for forclosure during the Loss Mitigation process which is non-compliant with the code of federal regulations and we were told that a foreclosure noticed would be posted XX/XX/XXXX. When my husband followed up with them in XX/XX/XXXX and they said that as soon as our letter was received it was denied on XX/XX/XXXX. On XX/XX/XXXX we called in to schedule payments and they took them. Then we received a new application for Loss Mitigation and another letter stating that our Loss Mitigation procedure was " facially complete '', they would not foreclose, they need to receive these documents. So I complete the new loss mitigation application, and turn in the new information, new bills, requesting forebearance by XXXX XXXX, the bank calls and says that we were denied again and have to write an appeal. They will look at our new application but there is nothing in it that would change their mind at this point. Lower expenses, increased income, recovery of {$550.00} a month to increase net income, and your mind still wont change. So I began to do research and found a lawsuit filed in MD in 2018 about how non compliant this bank is doing their Loss Mitigation proceedings. I began to do research and found that they are supposed to send me details on how they came to their denial because how can you appeal FAIRLY if you cant see how they are coming to their conclusions. I requested information and they sent my old application back and said they are going by the information I gave them which I told them was incorrect. SMH. So I write them an appeal stating our reason, that I want them to send me the information I am entitled to see, that I want them to remove the account representative because there appears to be some type of biased judgement going on, and that I wanted a manager to review our case. I stated the laws that they are breaking and what was supposed to be followed and I sent with this the pay increase that my husband just received in addition to mine and the decreased bills. They sent me a denial, and stated it is denied because of what we stated previously. Really? How unprofessional!!! Everyone around me has been in way way worse situations than we are in and have received help from institutions with lower ratings than this bank and they can not help us?! Even after I went to counseling agencies, etc to find out what could be done and they stated the bank should easily be able to help you?!!! They stated we could not afford post modification and we are still going to report or start reporting ( lol ) lates and during this process again, illegally, I received a demand letter and I am making two payments this month. I also noticed that they were none compliant in posting my full payments and would hold part back and not document on my statement why. Just " unapplied '' ... I am making the full payment, really?! According to the rules " unapplied '' only applies if you receive a forebearance and lower payment. I could easily be set up on a payment plan but they basically have used the Loss Mitigation process to unqualify me out of our home, that we worked hard for 15 years to get. And put money down when we were not required. I have XXXX kids and one that is XXXX XXXX XXXX XXXX. This is the worst bank in the world that is misusing and abusing our nations veterans. I hope to the XXXX XXXX XXXX in XXXX that the a class action lawsuit is filed and won and that Freedoms Mortgage loses its privileges to, based upon the over 900 non-compliant complaints, acquire new loans. This is what Freedom Mortgage is doing instead of helping those that need assistance. " Some mortgage firms have generated revenue in recent years through rapid, repeated refinances of veterans loans, a process called churning that can make money for the lender but result in unexpected costs to the borrower, according to XXXX. Some lenders perform the refinances themselves, while others charge above-market rates, setting the servicemember up for the next refinance, the agencys executives have said. '' And the government needs to continue to punish them. I am slowly but surely making my complaint known to the Attorney General and FTC. I will also seek eye witness news, because this is why you see SOME veterans homeless. It is so sad how many people have mentioned being in a worse situation than we are and their institution helped them. SMH. FREEDOM mortage? ENSLAVEMENT Mortgage ... makes me wonder how many individuals with this same case are minority as well. Before my mortgage broker told us our bank at close, I thought, I do not want it to be Freedom Mortgage because at that time their incompetent staff was reported not to know how to do refinances ... guess what, I tried to refi to get cash out MONTHS prior to this problem, and they proved the reports right, they are incompetent and do not know how to do refinances either unless they are illegal and in their favor.
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| 09/26/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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On XX/XX/XXXX I called to confirm the closing of my mortgage with my preferred attorney, XXXX XXXX in XXXX, his office had no record of my closing and I was baffled because I had received an e-mail form XXXX XXXX at Freedom Mortgage indicating I would be closing at the address of his office on XX/XX/XXXX just a few days before my call. After speaking with several people at Freedom Mortgage who assured me my loan was closing with XXXX law firm I did not understand and neither did XXXX law firm. I asked to talk to the title company ( XXXX XXXX ) and they told me XXXX XXXX was closing my loan, but the problem is XXXX doesn't practice law with XXXX law firm, he is with XXXX Law Firm in another city, XXXX. I spend the next 48 hours piecing together my own closing that I was paying Freedom to originate and close on my behalf. The closing finally takes place because I have to switch to XXXX law firm. Reason being I had scheduled my family vacation and work schedule around closing on XX/XX/XXXX and XXXX law firm was booked, I was forced to close with XXXX or I would lose my rate lock an have to rearrange my schedule again to accommodate for Freedom 's missteps. ON XX/XX/XXXX I sent my preferred closing attorney docs to XXXX XXXX and Freedom Mortgage and she acknowledged the receipt on XX/XX/XXXX. This correspondence was forwarded to XXXX XXXX at Freedom Mortgage would was verbally handling my complaint details and trying to get a resolution for me.
Email sent on XX/XX/XXXX and form filled our on Freedom Mortgage WEbsite : I have tried to come to talk with a manager about the closing of my loan on XX/XX/2018 by XXXX Law Firm, XXXX XXXX, lawyer. Property Address : XXXX XXXX XXXX, XXXX, SC XXXX I spoke with numerous people at Freedom and have also emailed my customer care and closing coordinator ( XXXX XXXX and XXXX XXXX, respectively ). After a week of trying to speak with someone in upper management and completing the telephone survey conducted by Freedom on XX/XX/XXXX, I still have not received a call or any correspondence to acknowledge the errors made by Freedom in processing the set up of the closing on my loan. I am very disappointed. Please have someone in upper management that oversees any of the individuals that I have been in contact with, so that I can understand the missteps and bring resolution to this matter. If a response is not received in 3 business days, I will file a formal complaint with the XXXX XXXX XXXX and, if necessary, the Consumer Financial Protection Bureau, to express all of the missteps made by Freedom in completing the closing of my loan. As of today, all I'm asking for is a person in senior management to call and discuss this situation with me at XXXX, I think I have earned this opportunity based on the missteps. Should you need the missteps I am sure that XXXX or XXXX would be happy to share with you my e-mails and experience with your company. I also dealt with the following people in the closing department that tried to help, but I really ended up doing their job for them in coordinating my own closing because Freedom did not use my preferred attorney. Their names in the closing department were : XXXX XXXX, XXXX XXXX and XXXX XXXX. I really do not want to go through the channels of bureaucracy to have a conversation with someone, but if I need to go that route, I am happy to do that in order to move the needle here.
I went back and forth with XXXX XXXX for over 60 days trying to get a formal response, but kept getting the run around and a delay about being compensated for my effort in coordinating the closing of this loan ( a job Freedom was hired to do ). I gave Freedom a chance to make it right bu XXXX XXXX INSISTED that I give a dollar amount for the compensation I was seeking, so I told him {$2500.00}, but ultimately what I wanted is for Freedom to explain the missteps, admit their wrong doing and pay me what they thought was a fair amount, but they insisted that I name the dollar figure, so I did.
The transaction clearly breaks SC state law by allowing me to close with my preferred attorney in a reasonable time frame and due to Freedom 's miscommunication and lack of organization they failed to follow the law. AT no point was I offered to extend my rate lock or offered a lower closing cost prior to closing, so I feel this was my only option to ask for the money after the transaction. Freedom Mortgage failed and should be held accountable along with compensating me for my loss of time and XXXX over this situation for the last 80 days.
I originally requested the company compensate me {$2500.00} for person time and effort put into following up and scheduling my own closing which I had hired them to do as a loan origination company. At this time I feel that my time and effort that has spent spent chasing Freedom Mortgage for an answer is worth {$5000.00} in punitive damages on top of my own time and effort for doing their job for them in the days leading up to the closing. It took Freedom over 80 days to respond to me with a final decision and the CFPB timeline for a response in writing is 30 days, nearly triple the government standard. On top of this, the stress it has caused me knowing I did their job for them in the most important part of the loan closing process.
I also expect the state of SC to hold all of the following people accountable to the letter of the law for their actions and in-actions in this case.
XXXX XXXX, XXXX XXXX and XXXX XXXX ( all spoken with on XX/XX/XXXX who had NO IDEA what to do and where my loan was closing, I ended up calling the title company ( XXXX XXXX ) my self to find out that XXXX XXXX was trying to close the loan at a law firm where he doesn't even practice law ( my preferred attorney 's office XXXX XXXX ) because XXXX XXXX did not schedule the closing with my preferred attorney, SC state law requires I be given that right and Freedom essentially ripped it away from me because otherwise I couldn't close on time ).
XXXX XXXX NMLS ID : XXXX, loan officer of the transaction, who tried to be helpful, but really did not see the deal to closing with my preferred attorney as a loan officer should do and failed to help after the closing other than to escalate to her manager ( unnamed by her, but that person should also be held accountable ).
XXXX XXXX XXXX - person responding to my inquiry over 80 days later in writing, see attachment.
XXXX XXXX - called to tell me a VP was working on a resolution around XX/XX/XXXX, no response after that to e-mails and not a call from her VP either.
The following were all e-mailed as escalation points and no response to my e-mails or even an acknowledgement of the e-mail that would be responded to by some at Freedom XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX The ultimate message here is that Freedom Mortgage failed to honor my preferred attorney in the closing time frame that was agreed upon with XXXX XXXX. I had to do everything myself on behalf of Freedom to make sure the loan closed before the rate-lock expiration. Freedom displayed a gross misconduct of SC law and federal law by not allowing me to close with my preferred attorney in a reasonable time because of their failed systemic issues of clarifying loan closing dates with the preferred attorney on record.
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| 05/28/2020 |
Yes |
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Web |
Servicemember |
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On XXXX XX/XX/XXXX, I was signing closing paperwork for an IRRRL mortgage refinance. The originator of the loan was XXXX XXXX Loans ( XXXX ), and the company agreeing to loan the money was Freedom Mortgage Corporation. XXXX XXXX XXXX was handling escrow duties. I came to a form titled " XXXX XXXX to the Use of Tax Return Information. '' My complaint is that this consent form is so broad and vague as to be ridiculous, and gives the mortgage company an abusive amount of latitude in what they could do with the borrowers tax return information. The text of the consent form was marked : Borrower Consent to the Use of Tax Return Information - XXXX ( Modified ) copyright XXXX The Mortgage Industry Standards Maintenance Organization.
Freedom Mortgage modified XXXX words with no consequential difference from the XXXX recommended wording. The complete XXXX consent text can be found at the following link : XXXX XXXX XXXX I was lucky to be in a position that this refinance going through was not of great consequence to me, and so when XXXX Mortgage insisted they had to have this form signed to fund the loan, I canceled the transaction on XXXX XX/XX/XXXX. My concern is for the many consumers who really need their loan to go through who will be pressured into signing this abusive consent document. I spelled out my concerns with the consent form in a letter to XXXX as follows : From : **************** XXXX XX/XX/XXXX To : XXXX XXXX and Mr. XXXX, XXXX Mr. XXXX asked for a recap of my objections to the Borrower Consent to the Use of Tax Return Information in my loan closing package. My attorney, ******************** XXXX have additional objections, but below you will find my main thoughts on this issue.
First, this loan was described to me by PHLoans employees as a no-income-verification loan. If you refuse to close this loan should I not grant your company permission to access my tax returns, you have de facto created an income verification requirement contrary to the way the loan was represented to me.
This is an IRRRL loan. The VA does not require income verification for this loan. Contrary to what I heard from some of your representatives on XXXX XXXX, to the best of my knowledge the IRS does not require you view these documents to close this loan. The purpose does appear to be for making the loan more attractive to other firms to which you might sell the loan. In that case, the returns are again being used for income verification purposes, and again that is contrary to the way the loan was represented to me.
If you need my tax return information for some other legitimate purpose, pending my lawyers advice I am potentially willing to consider submitting my most recent tax return for one-time use by your company for purposes such as insurance. Of the purposes listed in your consent form, again pending my lawyers advice, the purposes which I can see as legitimate at this point are limited to selling, insuring, and securitizing the loan.
I know your consent form is based on XXXX language, which means it works entirely to the advantage of those in the mortgage industry. In general, the consent form is far too broad in scope for an informed consumer. The form would have me consent to your company using my tax information for undefined marketing purposes, which means, in effect, absolutely any marketing purposesnow or in the distant future! It also says I would permit you to use my tax return for any other purposes permitted by applicable laws. It does not specify what those purposes are or could be.
The consent form asks for permission to share my information with affiliates of your company, without saying who your affiliates are. Does that include direct-marketing companies? Does it include XXXX XXXX Used Car Lot down the street? An affiliate could be absolutely anybody! And the way this consent is written, it could be absolutely anyone your company could choose to have as an affiliate in the future, so a list of current affiliates would be uselessit could change tomorrow. And if you sell the loan, that reopens the question of who the affiliates are of that company, for good or for ill. I have similar serious concerns about giving permission to unknown acquirers of some vague other interest in the loan.
I know this consent form you have presented me is a relatively new form, as a result of the IRS change in procedural requirements after XXXX XX/XX/XXXX. It could well be that your loan clients to date in this calendar year have not fully understood what this consent form is giving you permission to do. It is essentially a blank check to do with the borrowers tax information almost anything you would like to do. Your company and I do not have a fiduciary relationship, and so what you ( or your successors and assigns ) could decide to do would not necessarily be to my benefit.
I believe we can change the language of this consent form to something acceptable to me. We need to clear this issue up quickly today. I am available all day long. I will be consulting with my attorney as we work to resolve this issue.
Sincerely, ************** To back up to the day of closing : At the closing session on XXXX XXXX, I contacted XXXX XXXX, a senior loan processor with XXXX XXXX XXXX, and we agreed that I would not sign the tax form consent document, and that she would forward my objections to the necessary departments. On the next business day, XXXX XXXX, I talked about the problems with the consent form in detail with Ms. XXXX, XXXX XXXX ( the loan originator ), and XXXX XXXX of XXXX XXXX XXXX. At the end of the day, I was informed by Mr. XXXX that the loans underwriters were insistent that the loan could not go through without the consent form signed. That night I wrote the letter I quoted above and emailed it to Mr. XXXX and Mr. XXXX at some time after midnight of XXXX XXXX.
My XXXX right-to-cancel period on the loan transaction was to expire at midnight, XXXX XXXX. On the morning of XXXX XXXX, I talked with Mr. XXXX and the consent form requirement was still in place. I decided to cancel the transaction while still in the XXXX right-to-cancel period, and did so. That evening at about XXXX XXXX ( all times XXXX XXXX ) I got a phone call from Mr. XXXX saying their underwriters had changed their minds, and that no tax form release consent form would be required by the underwriters. Mr. XXXX emailed me at about XXXX XXXX with the same information. They were both aware that I had already canceled the transaction, and each of them asked me if I would reconsider and go ahead with the loan. I told both of them the transaction remained canceled.
To summarize the complaint : the XXXX Borrower Consent to the Use of Tax Return Information is an abusive consent form which grants permissions so broad as to be ludicrous, but which borrowers who may feel they have no other options will be pressured to sign. Freedom Mortgage Corporation is using XXXX language, and I can only presume many other mortgage brokers are using it nationwide, as something of a nationwide industry standard. The government needs to protect consumers from this systemic abuse.
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| 02/10/2021 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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I am writing this complaint in hopes of addressing and correcting Freedom Mortgage 's pattern of negligencein failing to adequately and accurately discharge its fiduciaryduties inherited in the management of my escrow accounts.
( Be it known, I have two properties. My second property is currently a rental property due to being unable to sell in a slow market after an out-of-state move ) Loan/Property 1 I received a property tax exemption letter on or about XX/XX/2020. That day I attempted to speak to my loan advisor via the direct phone number he provided. my loan advisor did not answer, so I left a voicemail.
On XX/XX/2020 after not receiving a call-back, I contacted the loan advisor from my previous refinance. I contacted my previous loan advisor because of his exceptional customer service and faith I had that he would assist me. My previous loan advisor that I was having issues with my new loan advisor and requested his assistance in contacting my current loan advisor, to which he obliged.
After two more days of waiting, on XX/XX/2020 I sent an email to my loan advisorindicating that I had property tax information that was relevant to the refinance. My loan advisor finally responded and informed me that he had notified his underwriting team.
After waiting several days and not hearing from the underwriting team, I contacted the customer service line. On XXXX XXXX I spoke to a customer service representative about applying my property tax exemption to my account. The representative requested that I send in the paperwork provided by my county that indicated I was no longer liable for any property taxes. I sent the paperwork through a reply in response to an email from them while still talking to them on the phone.
The refinanced was closed on XX/XX/2020. When given the closing disclosure the adjustment to the property tax line in the escrow amount still had not changed. I was told by the representative of XXXX XXXX that it was a simple fix and all I had to do was call the escrow department.
On XX/XX/2020 I called the customer service line to speak to the escrow department. I was informed by the representative that assisted me that there was no property tax exemption information on file. He requested that I forward the email and documentation XXXX he could process the document and relevant request.
I have since been in constant contact with freedom mortgage in trying to get this issue resolved. After over a month of waiting, I reached out to freedom mortgage ( in the week of XX/XX/XXXX ) to get a status update. After speaking with a member of the escalation team, I discovered that freedom mortgage was unaware of the status and location of the {$6400.00} tax payment funds that were supposed to have been sent to XXXX XXXX by XXXX XXXX XXXX. I contacted XXXX XXXX XXXX immediately and was informed that the payment was in fact disbursed to my county 's tax assessor'soffice. A quick and public search of payment history for my address on my county 's tax assessor 's website confirmed that XXXX XXXX XXXX sent the payment. The search also indicated that freedom mortgage had paid an additional {$3900.00} in property taxes, 6 days after inspire closing services paid my tax bill which resulted in a negative balance in my escrow account. A simple search of information made readilyavailable to the public on my county 's tax assessors website indicated XXXX XXXX XXXX disbursed funds on XX/XX/2020, and freedom mortgage had made a payment directly to my county in the sum of {$3900.00} on XX/XX/2020. This additional payment by freedom mortgage resulted in a negative balance in my escrow account.
It is now XXXX XXXXand my payment is still not adjusted. I have been told that until Freedom Mortgage receives the refund from my County, it will not be allowed to be adjusted. Freedom Mortgage is failing to take ownership of this issue itcreated and continues to take even more money from me through not adjusting the payment, knowing that the funds will eventually be disbursed by the county and they will have to refund me all the extra money I have been forced to pay.
Loan/Property 2 My annual homeowners ' insurance premium disbursement was made in XXXX of XXXX refinanced this property in XXXX of 2020. Several months later I noticed a strangetransaction on my statement and contacted customerservice to inquire about it. I noticed a returned payment and then a reprocessedpayment which I thought might have been due to increased annual premiums as a result of weather patterns in XXXX. I was informed that it was most likely a mistake/double payment and that the issue would result in a refund later on. I was not in dire need of the refund, the bill had been paid, and I decided to be patient, trust theprocess, and believed I wouldget the money back at the end of the year. In or around the first week of XXXX, while speaking with a very helpfulcustomer service representative about another issue, I happenedto inquire aboutthestatus of my homeowners ' insurance premium and refund. It was at this time I learnedthat my homeowners ' insurance had been canceled in XXXX and I was placed in lender preferredinsurance. For reasons unbeknownst to me, Freedom Mortgage issued a stop payment on that disbursement. In XXXX of 2020, armed with what one could reasonably assume would be the knowledge that the payment was not completed, freedom mortgage contacted my Homeowners XXXX XXXX XXXX XXXX. XXXX insurance stated that the account was in good standing. Knowing that no reissue of payment was ever made, freedom mortgage accepted the information XXXX provided and made the assumption that the account was paid. Freedom Mortgage did not contact me about this payment issue, neitherabout the stop payment order nor the apparent good standing of the account which they knew was not paid. Neither I nor freedom mortgage received any written correspondence indicating a pending cancellation.
Because of the actions of freedom mortgage, I now have a cancellation on my record and am forced to pay inflated premiums on the only policy that I could find for this property. Freedom mortgage failed to reissue payment, failed to communicate effectively, and now I am left to deal with the repercussions of their actions. I asked for assistance in dealing with XXXX to address the cancellation and/or contact information to their legal department for their assistance in addressing this communication issue between them and XXXX however i was told no such service could be provided.
Freedom Mortgages escrow, tax, and insurance departments have demonstrated a pattern of negligencein failing to adequately and accurately discharge its fiduciaryduties inherited in the management of my escrow accounts. Thereis a complete lack of ownership of their shortcomings, proactive communication regarding pertinent information is nonexistent, and the quality and accuracy of processing documentation, requests, and payments is incredibly sub-par.Freedom Mortgage states constantly that it values its customers and I have not seen one bit of appreciation for the value of my business.
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| 02/08/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Freedom Mortgage is acting unlawfully as governmental agency trying to collect property taxes that I do not owe. Despite my objection Freedom Mortgage gifted property taxes money to XXXX XXXX XXXX corporation and opened an escrow account without my consent on XX/XX/XXXXXXXX XXXX XXXX and started to apply my monthly mortgage payments towards this escrow account to compensate for the gift they gifted without my consent to set me up for default and possible foreclosure by which they breached their fiduciary duty and our contract. After a further research into Freedom Mortgage practices I have found out that Freedom Mortgage took my Promissory Note and loaned me nothing of substance of theirs for it which constitutes fraud and theft. I have officially requested a forensic audit on my loan account, disclosure of documents and that Freedom Mortgage is the actual holder of my original Promissory Note as required by law and Freedom Mortgage failed/refused to cooperate with the detail actions and requests made as follows : 1. Based on my research of the California Constitutions I found while researching public records that the XXXX California Constitution was repealed on XX/XX/XXXX which was the basis for property taxation in California ; and 2. Based on the above I have perfected XXXX XXXX XXXX. XXXX by bringing it forward in my name which was made a matter of public record with Affidavit of Publication issued on XX/XX/XXXX by The XXXX XXXX XXXX, a newspaper adjudicated by the XXXX XXXX XXXX XXXX XXXX XXXX XXXX, State of California ; and can be viewed at XXXX XXXX XXXX ; and 3. I notified County of XXXX, XXXX XXXX # XXXX, XXXX # XXXX Tax Collector that my private property/land is not subject to property taxation via form of Affidavit ; and 4. I informed County of XXXX Tax Assessor that my private property/land is private dwelling/land secured under Land Patent which is supreme Title and Allodium ; and 5. XXXXXXXX XXXX XXXXXXXX Tax Assessor and Treasurer-Tax Collector failed to rebut my Affidavit and claim that my private property is not private property/land and is subjected to property taxation under repealed XXXX California Constitution; and 6. Upon further research and fact that there is no money of exchange to pay, I served XXXXXXXX XXXX XXXX Tax Assessor and Treasurer-Tax Collector Verified Good Faith Offer to Pay dated XX/XX/XXXX via Certified Mail Number XXXX which was received on XXXX XXXX XXXX ; and I requested in which specie shall the alleged property tax debt be discharged in ; and XXXXXXXX XXXX XXXXXXXX Tax Assessor and Treasurer-Tax Collector refused the offer which activated the Tender of Payment Law pursuant to UCC 3-603 and rendered any such alleged property tax debt discharged ; and I sent County of XXXX Tax Assessor and Treasurer-Tax Collector Lawful Notice of Discharge ; and XXXX. Freedom Mortgage agents sent letter to Affiant in late XXXX threatening that if I do not pay alleged property taxes Freedom Mortgage agents will open an escrow account against my will and without my consent and pay County of XXXX corporation on my behalf ; and 8. My Assistance of Counsel and I called Freedom Mortgage on a recorded line on XXXX XXXX XXXX around XXXX and spoke with agent named XXXX to explain that my private property/land is not real estate to be subjected to property taxation under repealed XXXX California Constitution; and that County of XXXX corporation and their agents are in litigation with me and trying to use Freedom Mortgage as thugs to extort me ; and agent named XXXX said that she will help to resolve this misunderstanding ; and 9. My Assistance of Counsel and I called again on XX/XX/XXXX and spoke with agent named XXXX ; and then called again on XXXX XXXX XXXX ; and 10. Freedom Mortage agents unlawfully opened escrow account without my consent on XX/XX/XXXX ; and Freedom Mortgage agents started to apply my mortgage payments into the escrow account to pay County of XXXX corporation alleged property taxes that I do not owe ; and by doing so Freedom Mortgage breached the contract between us causing injury ; and 11. I sent Freedom Mortgage Lawful Notification dated XX/XX/XXXX demanding deposition and forensic audit of my account ; and 12. I served Freedom Mortgage Writ of Nature of Discovery and Disclosure and Memorandum of Law dated XX/XX/XXXX via Certified Mail Number XXXX XXXX XXXX XXXX XXXX that was received on XX/XX/XXXX at XXXX requesting to produce the Original Promissory Note as lawful proof and evidence ( exposing the front and the back ) and marked with my account number, with clear signatures and evidence associated with the Original Loan, indicating the exchange of Substance or Specie alleged to have been issued from Freedom Mortgage and given to me ; and 13. I served Freedom Mortgage with Notice of Liability/Opportunity To Correct and Contest Acceptance dated XX/XX/XXXX ; and 14. On XX/XX/XXXX my Assistance of Counsel sent XXXX XXXX XXXX ( APN ) # XXXX back to County of XXXX Tax Assessor via Certified Mail Number that was received on XX/XX/XXXX at XXXX ; and 15. I served Freedom Mortgage Notice of Fault/Opportunity to Cure and Contest Acceptance dated XXXX XXXX XXXX via Certified Mail Number XXXX XXXX XXXX XXXX XXXX including my Fee Schedule which was received on XX/XX/XXXX at XXXX and now serves as self-executing contract ; and 16. I served Freedom Mortgage Notice of Adequate Assurance of Due Performance dated XX/XX/XXXX via Certified Mail Number XXXX XXXX XXXX XXXX XXXX that includes Affidavit of XXXX XXXX declaring that Freedom Mortgage purchased my promissory note ( Note ) and paid nothing of substance ; and the documents were received by Freedom Mortgage on XX/XX/XXXX ; and 17. I served Freedom Mortgage Affidavit of Default and Final Judgment/Res XXXX XXXX XXXX Mail Number XXXX XXXX XXXX XXXX XXXX that was received on XX/XX/XXXX at XXXX by which Freedom Mortgage CEO admitted, agreed and confessed that they have no proof that my private property/land is subjected to unlawful taxation through repealed XXXX California Constitution used by County of XXXX corporation ; and Freedom Mortgage failed/refused to prove their lawful authority to collect property taxes that I do not owe ; and that Freedom Mortgage intentionally denies me a forensic audit of the account to prove that I was loaned anything of substance of theirs ( Freedom Mortgage ) ; and 18. I continue to make the agreed monthly mortgage payments in amount of {$1700.00} through verified XXXX XXXX online account and Freedom Mortgage herein annexed and made part of this complaint ; and Freedom Mortgage is not applying my payments to the principal and stating that I am in default instead by which Freedom Mortgage breached our contract ; and 19. Criminal Complaint along with Arrest Warrant was filed with the U.S. District Attorney herein annexed and made part of this complaint ; and I declare herein that any additional information and/or document of the above stated can be provided upon proper request by any party of interest.
Sincerely, XXXX XXXX, XXXX XXXX Authorized representative for XXXX XXXX XXXX
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| 10/26/2021 |
Yes |
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Web |
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n late XXXX of XXXX I was contacted by an associate from Freedom Mortgage Company by the name of XXXX XXXX Via phone while I was at work. She left a short voicemail asking me to return her phone call saying it was regarding my home loan. I returned her call while I was on lunch thinking it was an urgent matter. XXXX explained it was regarding a refinance and that my mortgage payment would be lower and that my interest rate would go from a 2.75 to a 2.25. I expressed to her that i was comfortable paying what i was paying and that my interest rate was decent where it was at. She asked that i contact her later when I had more time so that she could cover the details.
Slightly intrigued with the lower monthly payment, I called her back on my way home from work. She explained the minor details via phone and sent me an email with information of new payment amount, rate and how to get started. I completed the task as promptly as i could within a few days, and was told that if XXXX had any questions to call her, or email her and she would get back to me.
Maybe two weeks or more went by, I did not her back from XXXX so i reached out to her via phone and email. No response.
XX/XX/XXXX I received new documents via email to review and sign. I did not completely understand the documents and the process, so I tried to reach out to XXXX again via phone. No response, XX/XX/XXXX, I sent XXXX an email to follow up, i did not want to miss out on the opportunity to have a lower monthly payment and lower rate so i began calling Freedom Mortgage Company to talk with any one to help me regarding the refinance process.
XX/XX/XXXX. I received an email saying that i needed to send additional information. It was the same information i already sent.
Still no response from XXXX XXXX.
XX/XX/XXXX Freedom Mortgage Company expressed they did not have my home insurance policy on file. Freedom has had this information since I purchased my home. Red flags I also received a phone call around the same time from a new associate by name of XXXX XXXX. He re-opened my application and resent me documents to sign.
This would be the last time i would hear from XXXX XXXX XXXX.
After various document signing back and fourth from XX/XX/XXXX to XX/XX/XXXX XX/XX/XXXX I received an email regarding closing dates and meeting with a notary for XX/XX/XXXX. @ XXXX.
I also was contacted by a XXXX XXXX around the time explaining that the closing date would not happen and that my refinance was not going to go through because I had delinquent taxes on my property. I had no idea what was going on. I am a new home owner and did not completely understand how i could be delinquent in taxes when all of my taxes where impounded into an escrow account that Freedom Mortgage Company was managing. I reached out to XXXX several times with no return calls or emails.
This delinquent tax situation impeded my closing date. After researching this information with my county, I found out that the difference between annual and supplemental taxes and was greeted with a hefty {$4000.00} dollar bill.
To be clear in order for this refinance to go through I would need to pay the taxes in full. Since this was the fault of me being ignorant i tried to be patient with Freedom Mortgage not telling me this information sooner, I was also contacted by a Freedom Mortgage associate named XXXX saying that the balance of the taxes may be able to be applied to the back end of the loan and that everything would by taken care of and that she would be in contact with me if something changed.
Between XX/XX/XXXX and XX/XX/XXXX I was contacted by a Freedom Mortgage Company via email and phone setting the new closing date for XX/XX/XXXX @ XXXX. I was also told that I would not need to worry about XXXX and XXXX mortgage because doing that pending a closing refinance Freedom would just have to cut a check to cover the over payment.
XX/XX/XXXX I received a Closing confirmation.
On XX/XX/XXXX @ XXXX in the morning i received an email from XXXX XXXX a totally different Freedom Mortgage Company associate expressing that the closing documents that were intended to be signed that same day @ XXXX were not going to be completed pending the delinquent taxes. I was livid. I called emailed and called XXXX immediately, She expressed that the taxes were not able to be placed on the back end of the loan, and that in order to move forward i would need to pay in full.
I expressed to XXXX that it was the XXXX well passed the XXXX my regular monthly payment is now overdue and that I didn't have the capital to pay both the XXXX dollar mortgage plus the XXXX dollar tax bill before the XXXX of XXXX She did nothing to help my dire situation.
At this time i was extremely frustrated and highly stressed. So many different associates dealing with my account and none of them on the same page, offering assistance, and none of them helping me fully understand what was going on.
I was able to figure out how to pay my back taxes with my credit card, but was still certain I would not be able to pay my mortgage until the XXXX of XXXX.
XX/XX/XXXX I received documents to sign and new closing disclosures. XX/XX/XXXX I met with notary signed documents and thought this entire worst situation i have had to deal with in my entire life was behind me.
XX/XX/XXXX I received an email about some errors were made, and the original payment i signed for was going to be increased by {$330.00} dollars.
XXXX dollars more than my original payment. My first thought was they made a mistake, because I wouldn't refinance to have a higher payment. I called numerous times while i was at work and was put on hold several times. I asked to speak with management because XXXX XXXX the loan originator was very difficult to reach, and never returns correspondence. No management was available to speak with either. I left my information and number for management to please return my call. NOTHING.
I called Freedom Mortgage Company after work and was put on hold several times before finally talking to a XXXX in from the closing team. XXXX throughout this whole 5 month ordeal was the only person from Freedom Mortgage Company that offered his time and concern. He broke down what, when and why and helped my understand the reason for the increase, sighted other situations that were similar in California, and gave me options to make it a clear decision.
I explained to XXXX that this same situation happened the month before and that i feared if i did not sign the new documents to close I would be another 30 days late on my mortgage. Regardless of what was told to me by Freedom Mortgage Company my credit score was affected by XXXX points negatively because of the false information given to me by there associates. The decision to move forward with the refinance was a no brainier regardless if the payment was higher then what i originally signed for or not, because of the bogus communication and unprofessional ism of Freedom Mortgage My credit is ruined and now i am stuck in a loan that i did not agree to originally.
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| 01/23/2024 |
Yes |
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- Struggling to pay mortgage
- Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
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Web |
Servicemember |
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100 % XXXX XXXX veteran ( XXXX ) struggles to get a simple repayment plan in the early stages and now faces a serious foreclosure with a family. keep getting loan mods and misleading info and sometimes no info. contradiction with different reps I speak to. I got a steady job at the VA XXXX and now our income is XXXX est and its causing me to miss work, call the crisis line, call my providers, im angry, depressed, marital problems. I stressed to XXXX i was in the XXXX and then in XXXX for a period of time and have a string of emails and documents that show a trend of delaying tactics and I was almost begging for a repayment plan. I was previosly on fmla then unemployment for 4 months or so and we have XXXX XXXX XXXX and my wife is a nurse but only works weekend. They are saying so many different things and i find out about deadlines when I call. I tried to pay XXXX to bring it down and they said you cant, ( i applied for a repayment plan at a 12 month period if possible is what i asked ) They asked for documents. Then more documents. I was late but I stressed I have XXXX XXXX XXXX XXXX XXXX XXXX XXXX right now please let me submit the stuff. They asked for my XXXX money info. I sent my award letter they said we need 3 months worth not award lettter. So I sent them my va.gov payment history with the last XXXX of the acct its sent to and they said no we need to see it in your bank. then now i cant even get the repayment plan because i hit some kind of 150 % mark. They offered me another loan modification after that over the holidays and i didnt get a notice, i found out bc i called them to see whats going on and they hit me with we cant do it and it expires on the XXXX of XXXX. I submitted a XXXX complaint and got a called from a supervisor. She took all my points down that this hardship program is creating me a harder hardship. I tried to address it months ago and now its XXXX and going to be foreclosed soon. She relayed to XXXX XXXX my concerns and they said they cant. They said if you have a new hardship you can submit a new loss mitigation packet. I said this is just wrong and it was on XXXX XXXX i called the VA XXXX XXXX i was distraught since then until now. Had to call the VA hospital for therapy to help me calm my thoughts. My marriage is not great bc my wifes credit score went from execellent to almost poor now. My va loan advisor got involved on a XXXX way call to help me and the XXXX rep said the VA limited there options and she stopped him and said that does not apply to me because the date of it. She made sure that he realized he made a false statement about my loan being limited by a VA loan program/policy issue. Furthermore, my foreclosed date is coming up im missing work and callled lawyers for advice but getting no where. We are thinking about selling my car. My dad died and i rebuilt it. He died from XXXX XXXX 3 years ago and i just dont want to let it go its too emotional for me and now we dont have time. I want to sue them for this because its so wrong. You dont do this to families that are trying, you dont do this to veterans knowing they have valid health issues and take their homes. It feels like Im falling out of an airplane, i was told i had a parachute but there is no cord. So there NOTHING i can do but lose my home at this point, borrow money from family and i only have til the XXXX. There is a foreclosure stoppage program with the VA. I never got real help. My phone records show that i made all the calls. My emails show I made all the efforts. This is not right and I cant lose my home. Im a XXXX XXXXXXXX, just got the job and had other debt so i asked for a simple repayment plan that we can afford. my wife is a nurse. We can afford a repayment plan but they send loan modifications with triple or double the interest rate. Lawyers say file bankruptcy or let us work on removing the fees in the process of this loss mitigation and then you accept the loan modification but our fee is XXXX and XXXX a month. It doesnt make any sense. Businesses are businesses, but to do that without providing an actual positive or even neutral decision is unethical. Yes i missed payments, i didnt manage my finances, but i was in distress on multiple occassions and thats what the hardship program was for. I have this all documented with dates and they cant do this to veterans. This is unacceptable and I want to file a lawsuit. I just got back on my feet and now im XXXX XXXX XXXX XXXX trying to make sense of this I cant focus on my family or my job and I service veterans. I have like 2 days of paid leave left. Im going to have to borrow money from someone cause both our credit scores are now very low. My house we bought from my in laws who planned to retire and move. We bought at appraised value. Now the value went up and this is happening and I can prove 100 % that they got us to this point, even if it was my fault for not keeping track in the midst of all my service connected problems. I tried to fix this in the beginning. They seemed to beat around and now we are here. The worst experience Ive had with any type of customer service or company ever.
( i called asking for what they have about my calls and what notes, this is their timeline ) XXXX - ( i called them ) realized my lender was not XXXX XXXXXXXX anymore and it was freedom mortgage first contact. questions about my mortgage, intro call.
XXXX - called asking how the late fees work when we did not know they switched. 90 day grace period they said. im behind on payments started new job XXXX - discussed hardship programs. didnt keep track of payments dealing with XXXX XXXX and employment issues during the unannounced switch.
XXXX - went over the programs again XXXX - submitted loss mitigation paperwork XXXX listed that my WIFE her name, that she asked for loan review. she did not call that day. I did. and when you call you say name and last XXXX. I called ask whats the status??????
XXXX - called asking about a 12 month plan. now the debt is going up and up they said submit and we will take a look XXXX i checked in again still working on it XXXX- they rejected the plan and said you need to submit a new application everytime XXXX - labeled as " signed '' XXXX - loss mitigation was reviewed XXXX - said I needed more documents i submitted more documents.
( I said ty and stopped conversation ) Called them yesterday XXXX asking some more phone call and note questions and got this timeline XXXX - I asked when did my house get into a foreclosure status? incomplete packet went to an attorney office foreclosure status XXXX XXXX -discussed repayment program again, pleading for reconsideration XXXX - loss mitigation did a full XXXX XXXX - needing complete 30 days pay stubs XXXX - How long do I have left? i have an email from freedom mortgage supervisor saying my home status is incomplete loan modification but i didnt submit a new hardship application? I asked, thats not possible but tell me please, how much time do i have? when will it be foreclosure sale? XX/XX/XXXX.
XXXX XXXX.
Now what ... ....
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| 09/11/2019 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I am writing to inform you of the experience I had doing a streamline FHA refinance with Freedom Mortgage. I have been a customer since XXXX and have had on time payment history. I havent really had any issues ( outside of unpaid tax bills ), but I feel like Id be doing every other customer a disservice by not sending this letter about my customer experience.
On XX/XX/XXXX, I was called and emailed by a loan officer- XXXX XXXX XXXX review rates I could be eligible for to reduce my payment. I had a great conversation with him, and we set up a plan to move forward. He said this process is very easy and typical closing is about 21 days after initial contact. Since we are paying for a wedding and trying to reduce expenses, this made sense. He requested a few documents, which were sent within 24 hours as he requested. No problem.
Afterward, I was assigned to a processor, XXXX XXXX. XXXX first contact was asking for the same documentation I had already given XXXX. Maybe they didnt share information, but fineI sent it over within 24 hours again. She said I can log in at any time to track the status and someone will reach out closer to the closing date. The initial contact her was XX/XX/XXXX. On XX/XX/XXXX, she asked for a bank statement because the funds to close would be higher than anticipated due to the negative escrow balance. I sent it on XX/XX/XXXX. It took a while for me to get back in touch with her, which was concerning because by XX/XX/XXXX, I heard nothing. We still had a payment due for our XX/XX/XXXX payment, so I messaged her on XX/XX/XXXX to ask if we are closing and if not, we are going to pay the mortgage. No reply. On XX/XX/XXXX, she called to let me know underwriting needed a letter of explanation about when we moved it. It was provided the same day. She said it may be in my best interest to pay the mortgage, so I dont receive any late fees-which I did. I never spoke to XXXX again, nor has she or her manager replied to any correspondence via email.
After this, I was moved on to XXXX XXXX via email stating Ill receive my closing disclosure and I need to acknowledge it by XX/XX/XXXX. I immediately replied stating I didnt have it. I told her I received an estimate that I signed over that weekend, but there were two different documents with two different amounts, so I wasnt sure which one was accurate. Same as with XXXX, I never heard from XXXX again nor has she replied to any correspondence via email.
After emailing XXXX, she never replied, so I called. No answer from countless voicemails and attempts to reach someone, including managers. From there- it has been a whirlwind. I received a call from XXXX XXXX that my new date would be XX/XX/XXXX. I still hadnt received the disclosure or any idea of what was due at closing. On XX/XX/XXXX at XXXX, the notary called stating she never received the CD so unfortunately, we werent closing. This is after I made SEVERAL ( at least 15 ) calls to Freedom to get an update. I kept getting transferred around and NO manager would reply, take the call or even send an email. On XX/XX/XXXX I call back and I spoke with XXXX XXXX. He states its been handled poorly and he will make it right. He said since we were so close to being late again on our mortgage payment, since our original date was set for XX/XX/XXXX, it may be in my best interest to pay the XX/XX/XXXX bill due and we could close at the end of the month. So at this point, we have to understand that Ive already paid {$2100.00} for my mortgage and Im about to come up with another {$2700.00} to close on the loanwhen it couldve been handled in a timely manner and I wasnt out of pocket all of this in the same month. He set the expectation to call me Monday XX/XX/XXXX to let me know where we stand, and he scheduled closing for XX/XX/XXXX at XXXX. He also said most correspondence would come via email, which they havent. On XX/XX/XXXX, he didnt call of course, so I called him directly. He answered but had no clue who I was. He said he is still waiting on information. He said he had me down to call at XXXX on XX/XX/XXXX. Again, he didnt follow through. I was scheduled to close for again and STILL didnt know how much, what my new payment would be, or honestly, is this even worth my time? As you could imagine, I was furious. Understanding that Freedom clearly needs to do some hands-on customer training, I called XXXX who gave me another managers number, XXXX XXXX whom I called and left a message for but never heard back. It was closing day at XXXX and I was told the funds needed at closing, however this is after I called a customer service rep who was nice enough to look it up and tell me verbally, even though she tried to transfer me to the closing team but they were unavailable. I still to date havent received a CD, but at this point, I wanted to get everything done so I left work early, went to the bank and got the check. I realized that what Freedom is doing is ILLEGAL. How can a lender not send someone a CD at least 3 days in advance per law? XXXX didnt receive the CD until the day of as well. This is unacceptable. I am shocked that a company this large doesnt have the right parameters in place to prevent any of this from happening and Im confident Im not the only one this is happening to.
Furthermore, after finally getting through this totally unnecessary process, XXXX XXXX calls me on XX/XX/XXXX to confirm my closing. The closing that already happened the day prior. Which he would have known if he did his job and called me as scheduled like he was supposed to. Keep in mind, after signing over 200 pages of documents, the only COPY of disclosures I have was received at the time of signing. Freedom Mortgage should really be ashamed of how this account has been mishandled on so many different levels. I understand mistakes happen and people drop the ball, we are human. But from the loan officer to processing to scheduling to closing? I could not imagine being a first-time buyer and ever using Freedom Mortgage. Today is now XX/XX/XXXX and we still havent closed on this loan. I spoke to a manager over a week ago ( XXXX XXXX ) and he said he would follow up with me when everything was done and get closing scheduled. I received a call to schedule closing for XX/XX/XXXX. To date, I havent spoken to him about the CD and what was needed from me at closing, nor has he returned my email after 5 hours. This is now the 3rd month that this company has put me in a position to pay my mortgage late due to lack of communication. After this month, if we dont successful, Im forced to believe that not only does no one care about this, but its a blatant disrespect for my time and energy.
As of today, XX/XX/XXXX, we are scheduled to close. I received a call from processing that my new closing cost are {$5000.00}. 2 weeks prior they were {$2700.00}. The rep said due to the time of year, I would have to provide 12 months of taxes paid since it's XXXX. This loan was set to close initially in XXXX, then XXXX and now XXXX due to unfair business practices.
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| 10/20/2017 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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well in XXXX XXXX, XXXX Freedom Mortgage kept saying we owed them {$3100.00} so i had made them a cashiers check in the amount of {$2400.00} and a regular check for {$680.00} these were sent out certified mail. I had called to see if they received it they said that they had not and they told me to call back in a couple of weeks which i had done when i called back they said they only received the check for {$680.00} and not the cashiers check for {$2400.00}. Which i could not understand because it was sent together certified meaning someone had to sign for it. So i contacted my bank and asked for a stop payment on the cashierswell check and the bank checked to see if it was cashed and it was not and they gave refunded the money and we made another cashiers check for the same amount and we sent it right back out to freedom mortgage. They said they received that cashiers check and it was cashed on XXXX/XXXX/XXXX. Then in the month of XXXX of XXXX the first cashiers check for {$2400.00} that they said that they never received was found by them and they cashed it. Which means they had the payments for the month of XXXX {$1600.00} plus the cashiers check dated for XXXX XXXX, XXXX for {$2400.00} that was all cashed which added up to {$4900.00} by them cashing the cashiers check for {$2400.00} the second time that put our savings in the negitive balance which my husband and i had to pay back and our atm cards were frozen by the bank so it made it hard for us to pay all of our other bills due to them cashing this check and not wanting to return the money back to us. They said that the extra money will go to the next month payment which they said we would only owe {$500.00} for the month of XXXX XXXX. We paid the {$500.00} in XXXX and the month of XXXX XXXX we got a letter that said we now owe {$3000.00}. Now in the month of XXXX XXXX we had sent out 2 Checks 1 one XXXX/XXXX/XXXX for {$1500.00} and a 2nd one for {$1600.00} which totaled {$3100.00}. So far for the months of XXXX XXXX thru XXXX XXXX we had payed Freedom Mortgage a total of {$9500.00}.
Now lets start in XXXX XXXX after paying all that money in the months before when i called Freedom Mortgage they said we owed {$370.00} for XXXX XXXX because we had {$1200.00} in unapplied which means they did n't use it that was money left over. Now in XXXX XXXX we made 4 money orders 3 on XXXX XXXX, XXXX. XXXX was for {$500.00} each and 1 for {$100.00} Then there was a money order made on XXXX XXXX for {$400.00} Now that was a total {$1400.00}. Now after the {$370.00} was taken from the total of {$1400.00} left us with a remaining balance of {$1000.00} for the month of XXXX XXXX which meant all we owe was {$620.00} remaining to pay for XXXX and after we sent in the payment for XXXX. Then we got a letter in the mail stating that they never received payment for XXXX XXXXand they said our payment was {$1600.00} when my payment was {$1600.00}. Now i did n't understand this because we had sent out 4 money orders and 1 check. Because everythime i called they said we were behind. So 2 money orders were made out on XXXX XXXX, XXXX. 1 for {$500.00} then the 2nd one for another {$500.00} then there was a 3rd money order made on XXXX XXXX, XXXX for {$650.00} and then the 4th money order on XXXX XXXX, XXXX for {$650.00} and then the check was made on XXXX XXXX, XXXX for {$1800.00}. So total for this month was {$4100.00}. So this amount would cover XXXX, XXXX, XXXX. When i called to see if they had received all my payments they said that they never received them then told me to call back in a couple of day 's. Which one week later i called back and spoke to XXXX and she said that they still did n't received the money orders or the check for {$1800.00}. So then XXXX told me that i had to request front and back of all the money orders and the check for {$1800.00} so they can see who cashed it. My husband and i spent over {$70.00} paying for all these copies because they lost the payments then as i got the copies in the mail i sent them in to there customer service center so they can apply it to our account and still till this day i have not received any call or documents stating what happen to those money orders and check.But we continue to pay our mortgage while we were going threw this in the month of XXXX there were to money orders that was mailed out one on XXXX XXXX, XXXX for {$350.00} and the second one was on XXXX XXXX, XXXX for {$850.00} then there was a check for {$950.00} that was done on XXXX XXXX, XXXX now between these payments they add up to {$2100.00}. Now this payment should have covered XXXX XXXX and some of XXXX XXXX. Now i also called Freedom Mortgage to see if they had received these payment they said they had received the check for {$950.00} but did not receive the money orders so i had to request again the front and back of the money orders so we can see if they cashed these money orders. So we can see if they cashed these money orders the 1 for {$350.00} and the other 1 for {$850.00} and again we still keep paying our mortgage and because they lost our payment they kept saying we were still behind but as you can see we were n't. When XXXX XXXX came we paid {$1800.00} in a check 1 check was made on XXXX XXXX, XXXX for {$900.00} then the other check was made on XXXX XXXX, XXXX for {$900.00} now my remaining balance for XXXX XXXX was {$510.00} that money was taken from the {$1800.00} that was mailed into Freedom Mortgage. Now My balance for XXXX XXXX was {$1200.00} and we owe {$360.00} left in XXXX XXXX then on XXXX XXXX, XXXX i electronically sent out from our bank {$500.00}. So now XXXX XXXX was covered and paid for. So now when i called Freedom Mortgage not only to find out about the money order from XXXX and XXXX XXXX still they had no answers for me so again i requested an audit of my payment and never received it but they still continue on tacking on late fees and property inspections fees. So now XXXX paid up and then we had {$360.00} in unapplied that is what XXXX XXXX said he is the one i was asking about the lost money orders. So now with the {$360.00} plus another electronically debit from our account on XXXX XXXX, XXXX for {$900.00} which gave us a total {$1200.00} which we owed {$470.00} for the month of XXXX XXXX. When i called in to make the payment they said that our house was going into forclosure and that they can not except anymore payments. So they never took the last payment of {$470.00}. Then we received our statement in the mail from Freedom Mortgage stating that we owe {$10000.00} because of late fees and they charged us with 20 counts of property inspections fees for the same day at {$15.00} a piece and they charged us NSF Fees for money orders that they lost and i let them know you can not charge us NSF Fees on money orders only checks. And they are saying that we have n't paid since XXXX XXXX until now. This company needs to be stopped with charging people all kinds of charges that do not apply or should n't even be there.
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| 04/01/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
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I applied for a loan modification in XXXX ( with a former mortgage company ). After Freedom Mortgage purchased my loan and, their modification process was successfully satisfied, it was finally approved in XXXX XXXX XXXX. A Freedom Mortgage representative called me in XXXX XXXX XXXX to share the good news. As she ( XXXX ID # XXXX ) shared the details, I suggested that the new monthly mortgage payment seemed much higher than it should be. Although she initially disagreed, she soon shared that she absolutely did agree, and she committed to " dig in '' to the situation to find a resolution that made sense ( That call and 90 % of the subsequent calls was/were recorded ). She was intentional about asking that I allow her a few days, to afford herself enough time get clarity and subsequently share with me, answers to the questions we both had at that point. She was intentional about promising to call me back by that following Tuesday, XX/XX/XXXX ( I believe that was the exact date ). She did not call me on that day or, he next. I called her on Wednesday XX/XX/XXXX and was told she was out sick. I called on Thursday and Friday of that week as well and was told the same.
Between XXXX XXXX XXXX and XXXX XXXX XXXX, I called Freedom Mortgage no fewer than 20 times asking to have my situation escalated to Senior management to get my modification explained, have the numbers rectified and to ultimately activate the agreement. Unfortunately, most of my calls forced me to be on hold for an average of 2-3 hours each call - only to be hung up on or, promised that someone would call me back. But I never received those calls.
In XXXX or XXXX XXXX XXXX ( I'm not 100 % sure of the month ) I received a call from a Freedom Mortgage representative who had an aggressively nasty tone. She told me that I had " breeched '' their modification agreement offer and wanted to know if I planned to " keep my home. '' Needless to say ; I was angry, concerned, confused, and disappointed... I explained to that person ( I believe her name may have been XXXX ID # XXXX - I've spoken with so many people at so many times, the exact conversations may be a little off ) that I hadn't breeched anything and that I in fact, had been trying to get back in contact with XXXX or someone in senior management who could rectify what was now a total nightmare, for XXXX months regarding my modification agreement to NO avail.! I asked to speak with a manager, who told me she agreed that the initial person was very rude as well - I then, explained to her ( I believe her name was XXXX XXXX XXXX ) my very long nightmare of a story. She assured me she was going to FINALLY get my situation handled. When I told her that countless representatives had made that same promise over the months and NONE of them ever called back nor could I ever reach them again, she gave me her " personal '' work email address and promised that if I ever needed to reach her while she was working on rectifying this problem once and for all, that should absolutely respond. I emailed her twice with no response.
Back at square one regarding speaking to a Freedom Mortgage representative ( a manager at this point ) who could end this five-month long nightmare, I called asking to speak with someone in escalations. I spoke with XXXX ID XXXX ( I believe on XX/XX/XXXX ). XXXX transferred me to XXXX, a supervisor. XXXX also promised to help and never called back. I was told that a Loss Mitigation manager would call me and, that I should call her on that Monday if I didn't hear from the manager- I NEVER got the call and XXXX refused to take my follow up calls to share that bad news. She, much even to the confusion of the representatives I spoke with, literally told them that she was NOT going to take my calls.
I spoke with at least 2 additional supervisors who made unkept promises regarding phone calls etc. Within that time frame, it was made clear to me that " representatives '' were " aware '' of my situation and it felt like a decision had been made to allow time to render my modification offer, null. In fact, I was told that my modification approval process would have to start over from the beginning. I shared how unfair and unacceptable that would be given the fact that there are some 20 plus documented phone calls ( most of which were recorded ) where I've been proactively attempting to get this situation taken care of. My primary concern was that the interest rate would be higher than the one offered in XXXX XXXX XXXX ( it should be noted that I began voicing that concern back in XXXX XXXX ).
I believe I spoke with a representative in early XXXX who promised to have a manager call me back.
I NEVER received a call!
I've NEVER spoken with ANYONE who's been able to explain and rectify this nightmare - assuring me that I'll have the rate that was offered to me that could have been activated last year.
In the last 5 plus months, I've spoken to no fewer than 40 Freedom Mortgage representatives regarding this issue- with no resolution.
Although Freedom Mortgage has never thought enough of me to call me to talk this situation through, I received a modification package at my home on XX/XX/XXXX ( yesterday ). Not only have they not spoken to me but, there are interest penalties that I'm include the six months now, that THEY have chosen to refuse to address and rectify this nightmare but, ( unless I'm missing it ) I have no idea what the interest rate is, whether it's fixed, I don't know anything. But the documents say that the modifications effective TODAY!
Of course, I called Freedom Mortgage yesterday, to find out how this is possible with I STILL haven't spoken with anyone. I very calmly explained to the representative who answered the phone that I needed to speak with a Senior level manager given the gravity and time I've been forced to spend on this issue. She found a supervisor, who was also rude to me. She literally " offered '' to notate the system that I had rejected the modification. For easily the 7th time throughout this saga, I was on hold for at least an HOUR AND A HALF - only to finally speak with a supervisor with absolutely ZERO compassion or empathy, who ultimately ended the call because I had the NERVE to be upset... I had been told a manager would call be. It is after close of business the next day and I've not received a call from them.
I am convinced that this negligent treatment is a micro aggressive discriminatory practice based on my race. I don't believe there is absolutely ANY way a homeowner in XXXX, XXXX would ever have questions about a loan modification that were never answered, be threatened with having to re-start the entire process with a higher rate and ultimately have a modification sent to their home with no explanation, clarification, etc.
PLEASE HELP ME!
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| 08/06/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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This is a complaint against Freedom Mortgage for unfair actions, deceptive practices, and inaccurate reporting from XX/XX/XXXX - XX/XX/XXXX. I have a problem with their payment allocation process, which allows them to sit on the money and charge daily interest on the higher balance, erroneous PD fees, a XXXX property inspection fee on XX/XX/XXXX which they already had a class-action lawsuit about, and how it took 4 MONTHS to get my hardship reviewed, and 3 months to get an offer approval! Their lack of attention to this matter almost cost me the sale! I felt like it was done intentionally to force me into foreclosure. To start off, multiple payments were made each month to pay ahead and help with overall interest. Freedom would put the funds in an unapplied hold until it totaled to the amount due for that month, and then apply the payment to my account. The problem is in XX/XX/XXXX, XXXX was applied in total payments, but a late fee of XXXX was applied on XX/XX/XXXX, even when {$1500.00} was paid in addition to the overpayment we had on the account. We always paid this way from the beginning. I immediately called Freedom when I got the credit alert from XXXX XXXX and they did a payment investigation. They adjusted my account and added the unapplied payment amount of XXXX on XX/XX/XXXX, and was also supposed to credit my XXXX past due fee and correct my past due history, which they never updated. On XXXX/XXXX/XXXX, I disputed the history with XXXX XXXX, which was corrected on my reports on XX/XX/XXXX for XXXX and XXXX, but the fees were never adjusted back with XXXX, nor was the history updated within XXXX. In XX/XX/XXXX, XXXX reported 30 days PD as a result of an error of misapplied payment on their part and still holding XXXX in unapplied payments according to the XX/XX/XXXX statement. XX/XX/XXXX, I went through a domestic situation which resulted in me having to get an emergency protective order against my then spouse and filing for divorce. XX/XX/XXXX was a very trying time for my kids and I to leave our home temporarily, find safety, and seek assistance. When I finally had the mental capacity, I spoke to Freedom in XX/XX/XXXX, and advised them what was happing and what could I do to protect my name and credit because my score was XXXX before all of this! The rep told me that I had unapplied funds of XXXX and just needed to pay XXXX to bring the account current, so I paid XXXX on XX/XX/XXXX, and the rep applied the XXXX. When I inquired about assistance at that time, I was told that I would receive a package in the mail to apply, I NEVER received it. In XX/XX/XXXX, I called Freedom for hardship assistance and finally received the package mid-XXXX. Please note the timeline : - I faxed over my hardship letter, copy of Emergency Protective Order, and Divorce Petition on XX/XX/XXXX ( no response ) - I called and spoke to Loss Mitigation several times to confirm receipt ( advised not received ) - On XX/XX/XXXX I emailed XXXX my hardship letter, EPO, and that I had to flee the premises for protection because my then spouse was still living there since his name was on the deed.
- On XX/XX/XXXX, I spoke to loss mitigation and they needed me to complete a hardship package that they emailed me the same day to determine which program I may apply for. I was hoping to get some sort of forbearance or temporary suspension or even a reduction on the mortgage.
- On XX/XX/XXXX, I obtained a realtor and put the house on the market to sell - On XX/XX/XXXX, I completed the paperwork for loss mitigation AGAIN and emailed back along with my paystubs, hardship letter to prove that my income has significantly changed due to my separation from spouse, and I also had to prove additional expenses because I now have XXXX minor kids to take care of myself.
- Again, I waited until my realtor then applied for a short sale to bring the price down ( mind you, nothing from hardship ) - XX/XX/XXXX, I emailed XXXX the short-sale request form, XXXX, XXXX Taxes, paystubs again, bank statements, etc for hardship due to decreased income from then spouse, and additional child to take care of. These papers were emailed, faxed, and mailed several different times by both my realtor and I. They even sent me outdated papers, which cause me to redo and resubmit.
- Now we are in XXXX, the assigned person to my case, we could never get ahold of to speak to. I was finally, advised that since my spouse is not on the loan, I didn't qualify for any programs to help with the mortgage while it was being sold. I advised them that they considered and took his income information when I applied for the loan, showing I had over XXXX of gross income in the household, but that fact that I am down to 1 income of around XXXX with XXXX kids doesn't qualify as a hardship??? Not to mention, he was squatting in the house until XX/XX/XXXX because VA law doesn't allow me to have him removed, I had to legally evict him!
- My realtor followed up every week with Freedom Mortgage to be advised of no updates.
- on XX/XX/XXXX, I get an offer on the house to close on XX/XX/XXXX, paperwork signed and submitted immediately - On XX/XX/XXXX, my realtor files a complaint with HUD, obligation for this case # XXXX because we want to get the loan satisfied, and it was 45 days at that time since the buyers submitted their offer.
- On XX/XX/XXXX, I get an email from my realtor advising the buyer is getting impatient because Freedom hasn't provided a clear to close.
- On XX/XX/XXXX, Freedom Mortgage sends an approval letter to close ( 3 months after an offer was made, and a month and a half after the original close date ) - On XX/XX/XXXX, I get a notice of extended closure to XX/XX/XXXX.
Due to the amount of unreasonable time it took dealing with Freedom Mortgage, my offer turned into a pre-foreclosure situation, which it wasn't initially. I am not able to currently buy a home without putting 20+ % down which I can't do on a decent house as a single mom. Not to mention the impact of 10 months delinquency showing for Freedom Mortgage incorrect reporting and unfair hardship and closing practices being the only negative item on my credit. The inconsistency amongst the 3 CBRs with this company is heartbreaking. Additionally, during this period, I had to come out of pocket to upkeep the house, keep the utilities on, the yard is done for HOA, pay HOA, and Freedom did not offer any assistance to even help with relocation, waive fees NOTHING. They just made sure they got their money and did nothing to help their customer. This was the absolute WORST experience I have ever had in my life with a creditor because I had to focus on the safety of my kids and leave an XXXX environment.
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| 07/16/2019 |
Yes |
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Web |
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I'm refinancing my FHA loan that I have with Freedom Mortgage ( FHA streamline refinance ). In short, they have been unable or unwilling to provide me with an accurate closing disclosure. Times are in EST. Here 's what happened : * The Closing Disclosure from Freedom Mortgage, which I received on XX/XX/XXXX, set the cash to close at {$1300.00}. I signed the Closing Disclosure Acknowledgement of Receipt on XX/XX/XXXX. I was scheduled to close on XX/XX/XXXX at XXXX.
* On XX/XX/XXXX around XXXX ( so the night before closing ), I received an email from XXXX XXXX, the closing company, saying the amount needed to close was now {$2400.00}. No itemization or further explanation was provided, and this amount was different than what was listed on the closing disclosure. At XXXX that same night, I responded to that email from XXXX XXXX asking for clarification on the amount needed to close, and I cc'ed the person I had spoken to from Freedom Mortgage about the closing.
* On XX/XX/XXXX around noon, I called Freedom Mortgage to ask for clarification about the amount needed to close. I called the person from Freedom Mortgage twice that I had spoken to about the closing, but she did not answer, so I then called the general customer service line. I spoke to a customer service representative, who transferred me to someone in the refinance department. He looked at my refinance file, but he couldn't tell me definitively what the cash to close was. I told him that if we couldn't determine the correct amount, we'd have to reschedule the closing. He let me know his supervisor would call me back with some info ( supervisor did not call me back ).
* On XX/XX/XXXX at XXXX, since I hadn't heard back one way or the other about the correct amount, I called the notary that was supposed to come to my house and let her know the situation, telling her that I couldn't close if Freedom Mortgage was unable to tell me how much the cash to close was. I summarized all of the above in an email and sent it in the evening on XX/XX/XXXX to the contact from XXXX XXXX and the person from Freedom Mortgage I had spoken to about the closing. At the end of that email, I said that I was waiting to hear back from that supervisor or anyone from Freedom Mortgage about the correct cash to close amount.
* On XX/XX/XXXX someone else from Freedom Mortgage called me, and I returned his call same day but got a voicemail so I left a message. I emailed him in the evening on XX/XX/XXXX and forwarded the summary I had previously sent above to him so he was aware of the situation.
* On XX/XX/XXXX I received an email from someone else at Freedom Mortgage saying my refinance application was approved and Freedom would like to schedule the closing appointment. It was as if this person had no record whatsoever about my previous calls and emails asking about the cash to close amount.
* On XX/XX/XXXX at XXXX, a supervisor I had cc'ed on a previous email responded to me, saying that since my next payment would be due XX/XX/XXXX, the funds needed at closing are for 2 months of escrow payments and a portion of the interest that I would have normally made in my XXXX payment. He also asked if I would like to reschedule my closing. Nothing about providing an accurate closing disclosure, or an accurate cash to close amount, or any semblance of a breakdown of the costs.
* On XX/XX/XXXX at XXXX, another new person from Freedom Mortgage emailed me, saying my refinance application was approved and Freedom would like to schedule the closing appointment. Again, it was like this person had no record whatsoever about my current situation. I just wanted an accurate closing disclosure.
* On XX/XX/XXXX I received 2 phone calls from Freedom Mortgage about scheduling my closing. The first call, around XXXX, said the earliest day I could schedule my closing was Monday, XX/XX/XXXX. The second call, which came about XXXX, did not mention anything about this XX/XX/XXXX date. I called back and scheduled my closing appointment for Tuesday, XX/XX/XXXX, at XXXX at my house. The person I spoke to said I would receive the closing disclosure via email.
* On XX/XX/XXXX at XXXX, I had not received the closing disclosure as promised. I emailed the person from Freedom Mortgage that had last emailed me about scheduling my closing and informed her that I spoke to someone earlier, they had said I would receive my closing disclosure via email, but I hadn't received it yet. I then called that supervisor I had cc'ed in a previous email ( mentioned above ) and asked him why I hadn't received the closing disclosure. This was Saturday, XX/XX/XXXX, and the closing was scheduled for Tuesday, XX/XX/XXXX. He said that the closing department hadn't sent it out yet. He tried to get a hold of someone from the closing department, but it was past the closing department 's hours for Saturday, so he informed me that the closing department would email me the closing disclosure Monday, XX/XX/XXXX.
* On XX/XX/XXXX around XXXX, I hadn't received the closing disclosure so I called Freedom Mortgage 's closing department. I got a voicemail so I left a pretty detailed message explaining the situation and asking if anyone could provide me with the closing disclosure for my closing tomorrow. Their message said the closing department would get back to me within 3 hours, or the next business day XXXX next business day I'm guessing if it's end of day ). I called around XXXX so I was expecting them to get back to me by roughly XXXX.
* I did not hear anything from Freedom Mortgage until XXXX when I got a call from yet another new person from Freedom Mortgage. I was on the subway when I got the call coming home from work. This person left a message and said that the reason why I hadn't received a closing disclosure was because the notary coming to my house would give me the closing disclosure to sign at closing. I called this person back at XXXX and left a detailed message, explaining that I was very confused about this. How could I agree to a closing if I didn't even know the cash to close amount? I didn't know whether I needed a certified check. If so, I would have to go to the bank before the closing to get the certified check. At the same time, how was I provided a closing disclosure ( although with wrong numbers ) roughly a week before my first scheduled closing ( the one that was canceled since no one from Freedom could explain why there was more than a {$1000.00} difference between the closing disclosure and what the closing company said I needed )?
* So now I'm left wondering if there's a shady reason why they're unwilling or unable to provide a closing disclosure before closing.
Thank you.
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| 05/09/2019 |
Yes |
- Mortgage
- Other type of mortgage
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Web |
Servicemember |
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XX/XX/2019 : IRRL process originated via Freedom Mortgage, after receiving a " sales call '' from one of their Loan Originators. In their words : mine and my wife 's current IR was " above market '' and Freedom wanted to keep us as a customer, so they were being proactive about trying to lower our interest rate, in an attempt to retain our business. Everything sounds good, so I accept the offer to proceed with applying for the IRRL. Freedom 's Rep sends me an initial loan estimate that evening, and I review it the following morning ( XX/XX/XXXX ).
XX/XX/2019 : Myself and the Freedom Mortgage Rep ( Loan Originator ) speak via telephone and review the Loan Estimate. I am satisfied with the proposal and sign all required documents, which triggers an automatic sending of those documents back to Freedom Mortgage, authorizing them to take the next necessary steps to progress our IRRL. I am told by the Loan Originator that the next phase can take a few days, and that the next word I receive from Freedom Mortgage should be that our IRRL is approved.
XX/XX/2019 : Receive an email from XXXX XXXX XXXX. Not sure if this email is legitimate or not. Do not respond to email.
XX/XX/2019 : I receive an email from a second Freedom Mortgage Rep ( Closing Advisor ( CA ) ), informing me that our IRRL has been " Final Approved ''. This email tells me the important next steps that need to be taken to ensure the IRRL closes as soon as possible. These steps include : receiving a Closing Disclosure ( CD ) within 24 hours, me and my wife acknowledging receipt of the CD, and speaking with a Closing Advisor to schedule an actual closing meeting/date. NOTE : we did not receive a Closing Disclosure related this email, within 24 hours, as we were told we would ; and to this date have not actually received any final CD ( s ).
XX/XX/2019 : I reach back out to the original Rep from Freedom Mortgage that started the IRRL with me ( Loan Originator ) to confirm if the Closing Advisor is legitimate. I am informed that the CA does in fact work for Freedom Mortgage, and that working with them is necessary. I also inquire about XXXX XXXX XXXX, but do not receive confirmation that XXXX XXXX XXXX is in fact the Closing/title Company of record.
XX/XX/2019 : Still no CD. Receive another email saying that our IRRL has been Final Approved, and that there are documents that need to be signed. However, when I attempt to access the documents, the file does not load.
XX/XX/2019 : Still no CD. I am contacted by a third Freedom Mortgage Rep ( Closing Advisor ), via email and telephone, again informing me that our IRRL has been final Approved, and that I need to call to schedule my closing date. I call this new CA, and schedule a closing for the next day, Saturday XX/XX/2019. I receive another email saying that our IRRL has been Final Approved, and that there are documents that need to be signed. However, when I attempt to access the documents, the file does not load.
XX/XX/2019 : The closing Agent never shows up to conduct the closing.
XX/XX/2019 : Still no CD. I call the new CA ( third FM Rep ) to inform him that nobody came to my home to conduct the closing we had scheduled. He acts surprised, and apologizes. He tells me the CD went out and that I should have it. We argue, and then he tells me he will order another CD.
XX/XX/2019 - XX/XX/2019 : Still no CD. Still not closed. Speak with multiple Freedom Mortgage Reps throughout this time. Consistently told we will receive a CD, reminded that we are Final Approved, and told they are working on the issue. Issue still not resolved.
XX/XX/2019 : Contacted by a fourth Freedom Mortgage Representative ( Associate Sales Director ). Told the issue will be handled. Told he will personally take care of the matter. No further contact with this Associate Sales Director until XX/XX/2019.
XX/XX/2019 : Contacted by a fifth Freedom Mortgage Rep ( Customer Advocate ). This Rep is no better than her predecessors, and demonstrates continued incompetence concerning the processing of our IRRL. This Rep also makes promises and does not deliver on them, namely missing deadlines for producing a CD and righting the issue.
XX/XX/2019 : The Customer Advocate sends me a working copy of a Closing Disclosure. The numbers are grossly different from the original Loan Estimate. I express my concern to the Advocate and she informs me that she will work to rectify the numbers, and will call me back by COB or first thing on the morning of XX/XX/XXXX. I did not get called back by COB on XX/XX/2019.
XX/XX/2019 : I did not receive a call in the morning from the Customer Advocate, as promised. I called her back throughout the morning and left a voicemail and also follow up via email. I still do not hear back by lunch time, so I call the general Freedom Mortgage Customer Support Line and get them to get the Customer Advocate on the line. The Customer Advocate informs me that the Loan is still not rectified and that she is consulting with a manager to assess why the numbers are not making sense. A number of phone calls take place between myself, the Customer Advocate, and the manager that she is consulting with ( the Associate Sales Director who contacted me on XX/XX/2019 ), and by the evening of XX/XX/XXXX we reach a point where the Loan is being sent back to Underwriting for a 4th Final Approval, in an attempt to make it to the 3rd scheduled Closing for XX/XX/2019.
XX/XX/2019 : Still no CD, not even from the numbers that were calculated and apparently Final Approved by Underwriting between the evening of XX/XX/2019 and XX/XX/2019. Another Closing date/time comes and goes with no Closing Agent/Title Company showing up to Closing. I discover that XXXX XXXX XXXX is in fact the Closing/title Company of record. I contact XXXX XXXX XXXX and am told that they have never received any Closing Documents from Freedom Mortgage, nor have they received any notifications/requests from Freedom Mortgage regarding the scheduling of any closing ( s ) for our IRRL. I am also informed by XXXX that I can not schedule the closing with them myself, that it must be done/scheduled by Freedom Mortgage. Additionally, I am told by XXXX XXXX that the only thing they have on file from Freedom Mortgage is a not from XX/XX/XXXX stating that the Title of the Property is clear.
XX/XX/2019 : I send an email to Freedom Mortgage informing them that we have missed a 3rd Closing, that I feel their actions are negligent, that I have still not received a CD, that they still need to contact XXXX to schedule us for Closing, and of my intent to file a complaint with the CFPB.
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| 10/21/2018 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
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Web |
Older American, Servicemember |
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This is additional information to be added to complaint # XXXX.
Freedom Mortgage insists that they are reporting account correctly. I totally disagree and have submitted documentation to show that they are in fact reporting inaccurately and have refused to provide an explanation on how account is being reported correctly..
Freedom Mortgage ( XXXX, TX ) letter dated XX/XX/XXXX stated that they have received my written inquiry and are reviewing the information that I have provided and to allow up to ( 30 ) days for a response. I have received many of these letters, with negative results.
Freedom Mortgage ( XXXX, TX ) letter dated XX/XX/XXXX stated the same thing in the letter of XX/XX/XXXX. The in results continue to be the same. Negative results.
Freedom Mortgage ( XXXX, TX ) letter of XX/XX/XXXX states that mortgage payment is now ( 60 ) days or more past due and loan is in default. I find their comments shocking and appalling. In this letter they state that they are concerned about missing payment and want me to be aware of assistance available to me in case I am unable to bring payments current. As stated in previous letters, payments have been made in accordance terms of contract. Evidence shows that Freedom Mortgage ( XXXX, OH ) has posted payments. I had attached copies of the confirmed payments for their review. These payments contradicts you reporting account as being past due.
During my research, it was revealed that another department within Freedom has created an internal document called the detail history report. This report has shown that current mortgage payments have been applied to previous months, unknowing to myself. A review of monthly mortgage bill does not mention applying monthly mortgage payments to past months. Mortgage bill shows distribution of payments being applied to Interest, Escrow, and Principal. I found nothing in the mortgage contract which states that current payments would be applied to previous months. Freedom unwillingness to explain why they continue to apply current mortgage payments to previous months continues to cause account to be reported as being past due, and customer being penalized and humiliated. I have yet to received as much as a telephone call on why Freedom Mortgage continues to perform these outrageous practices. The last time I spoke with a Freedom Mortgage Representative was in late XXXX. Freedom Mortgage had even assigned a POC, who has failed to contact me. This is poor customer relations! What authority does Freedom Mortgage have to apply payments to previous months. I have yet to receive any documentation which authorizes Freedom Mortgage to apply payments where they want without consulting customer. Why is the system allowing this to occur.
In the letter of XX/XX/XXXX Freedom continues to send financial request forms. These forms have been submitted at least ( 3 ) times. Appears that one department does not know what the other department is doing.Maybe forms got lost in transition.
Freedom Mortgage ( XXXX, TX ) letter of XX/XX/XXXX states that their records reflect that loan is now one payment overdue totaling {$3100.00}. I disagree with payment being behind. This overdue amount is found on Mortgage statement dated XX/XX/XXXX. Freedom Mortgage posted XX/XX/XXXX payment on XX/XX/XXXX & XXXX totaling {$1500.00}. ( See attached payment detail ). Mortgage Statement of XX/XX/XXXX shows that XX/XX/XXXX had been applied to XX/XX/XXXX and XX/XX/XXXX. Why is this? See attached payment detail for XX/XX/XXXX and XX/XX/XXXX payments.
I continue to dispute that account is accurately being reported. Confirmations, checks and banking statements continued to be sent, with not responses returned to customer.Freedom Mortgage, XXXX, OH have received and posted payments in a timely manner, between the first, but no later than the fifteen of each month. Payment have never been sent after the XXXX of the month. Freedom Mortgage shows that payments are being posted to previous months.Evidence shows that there is and continues to be a miscommunications between systems and yet customer is being assessed late fees and casing credit score to continue to drop.
After reviewing mortgage contract, there was nothing found authorizing Freedom Mortgage to apply mortgage payments to previous months. I was informed that mortgage payments are made for the billing month. Only distributions found on monthly billing are Interest, Principle and Escrow. These total monthly payment due.
This variation in posting payments continue to have a negative impact on credit scores, applying for a personal loans and credit worthiness. Freedom Mortgage has failed to provide a detailed explanation on why they continue to report account as past due and continue to post payments to previous months. This is an example of Freedom Mortgage continued unwillingness to cooperate with customer and correct these unwarranted past dues expeditiously thus destroying credit scores and credit worthiness.
Freedom Mortgage continues to be in violation of FCRA {$620.00} ( c ), refusing to respond to my many disputes or provide me with proof of why account is continuing to be reported as past due and why they continue to post payments to previous months, without notifying customer. Are they permitted to post current payments to previous months. Confirmations, checks and banking statements were sent to dispute Freedom Mortgage reporting account as being past due. FCRA 623 ( b ) ( 2 ) - Disputes stated that companies like Freedom Mortgage don't spend the money to import databases from one system to another, such as late payments, which has resulted in Freedom Mortgage continuing to report negative information on my credit report. This is illegal, but it appears that Freedom Mortgage continues to defy FCRA articles, resulting in me having to suffer the consequences. Credit report was last updated in XX/XX/XXXX.
Why is the system allowing Freedom Mortgage to continue this shocking practice, while inflecting pain and suffering on ones financial objectives and credit worthiness.
As a military veteran with over thirty-one years of honorable service, I have never been treated so unfairly. I have purchased four ( 4 ) houses in my life and made payments on time until ( 3 ) of the houses were sold.and I have never had any issues like I am having with Freedom Mortgage.
I am frustrated and am wanting to resolve expeditiously, for this issue has been on going for over two years. I am ready to sell and move on. I definitely do not want Freedom Mortgages unwillingness to corporate to affect my VA eligibility.
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| 08/01/2018 |
Yes |
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- Struggling to pay mortgage
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Servicemember |
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Between late XX/XX/XXXX and mid XX/XX/XXXX, I was having a combination of issues that led to missing a payment. 2 weeks after purchasing a new vehicle with reasonable payments, I switched shifts from night shift to day shift, and had a slight loss in accrued overtime hours. Shortly thereafter, my fianc started having some health complications 18 weeks into her XXXX that ended with the XXXX XXXX XXXX XXXX. Between the time I had to take off in late XX/XX/XXXX/early XX/XX/XXXX to assist in hospital visits ( 6 days total ), the change in shifts and getting back on track, we fell behind enough that I had no choice but to miss the payment for XX/XX/XXXX and roll the funds into XX/XX/XXXX, and make up the missing payment with my tax return. I made a payment in XX/XX/XXXX with my then mortgage company ( XX/XX/XXXX ) who forwarded the payment to the company they sold my mortgage to, Freedom Mortgage. at this time, I am unaware that my mortgage has been sold to a " debt collecting '' mortgage company.
XX/XX/XXXX comes around. I try to process a payment, and am promptly informed that Freedom Mortgage is now my go-to company, that XXXX no longer handles my payments. I call Freedom Mtg, they inform me they will no longer be accepting payments from me unless I go through their loss mitigation process. The young lady over the phone tells me that I will be required to make my normal monthly payments during the loss mitigation process, and agrees to send me a packet to fill out. She lets me know the logical solution freedom will come to will be to roll the missed payment to the end of my loan and let me carry on with normal payments. I receive the packet on the XX/XX/XXXX. According to the packet, I have 30 days to fill out the information and return it to Freedom. I filled it out and mailed it back on XX/XX/XXXX. Within a week, I have notices on my front gate, a mailbox full of forclosure notices, and letters coming in from an asset management company Freedom hired to myself and my " unidentified spouse ''.
XX/XX/XXXX comes around, I call to make a payment. I am informed that I still can not make a payment, and they still have not received a packet. Early XX/XX/XXXX comes around, still no word from Freedom, just a normal monthly statement telling me I am now a little further behind than I was. I call in, and am told that they still have not received the packet. I requested a fax number to send the documents to, and the lady on the phone tells me they do not have a fax number I can use, it all has to be processed via mail. So, I went home, filled out another packet, and mailed it again.
Around mid XX/XX/XXXX, I am contacted by a VA representative, who I explain everything above to. She informs me that she will be contacting Freedom on my behalf. I requested that she pushed to have me put on freedoms Single Point of Contact list. On the XX/XX/XXXX, I receive an email from my VA rep stating that Freedom still has not received a packet, and I have been requested a SPOC placement so I could directly deal with whomever at freedom is handling my file. Up to that point, every two weeks when I get paid, I call and am told I still may not make a payment, and am told they do not know if my packet has reached loss mitigation. They told my VA rep a different story. they told her it had not.
Within a week, I receive a letter and a new, same packet to fill out. Like magic, this letter finally has a fax number and email to send the packet to. I immediately begin sending the completed packet fax-to-fax and fax-to-email weekly. No word from them until late XX/XX/XXXX. I get a phone call and an actual voicemail from someone at Freedom. I call back, and am told, still no packet. I am borderline irate by this point, and tell the gentleman on the other end of the line he needs to call the Loss Mitigation department and clarify right now. He does, and is told the packet arrived, but there is a missing signature on one of the forms, a missing date on another, and Freedoms address missing on the XX/XX/XXXX form ( it wasn't missing, they pre-print their address on the line ). What I am understanding from this, is there were a couple small, easily corrected issues on the packet, and they tell me no packet was received in lieu of giving me the issues I need to correct. I fix the issue on one of the packet copies I have and re-send it. And re-send it. and re-send it again. Still no word on receiving it, no calls with voicemails, no letters outside of normal statements saying I am further behind, and am still met with the same answer when I call to make a payment- a solid NO.
XX/XX/XXXX, I receive a letter from Freedom stating that after 4 months since my VA representatives request to have me assigned a single person to talk to, I have finally been assigned a point of contact at freedom. XX/XX/XXXX, I am contacted by a new VA representative. I explain everything to her, she informs me that from here on, she will be the mediator between Freedom Mortgage and myself. I send her the packet, she forwards it, and is told that there are missing documents, which she immediately finds in the copy she emailed to Freedom.
Sunday, XX/XX/XXXX, a courier from the asset management company is out in front of the house, taping forclosure imminent notices that state I need to call Freedom to the gate and snapping pictures of my home. The next day, there are the usual letters in the mail saying still no packet received.
In short, I missed one payment, then have been not allowed to make any more payments. Nowhere in any research that I have done, and nobody I have talked to at the Veterans Affairs Administration, has heard of a mortgage company refusing to take money or threatening forclosure over one missing payment. I have a good, steady job, love my home, and do not want to lose it. it has been a gut feeling since this has all started, that Freedom Mortgage had already made up their mind to take the house, get the guaranteed portion from the VA loan. This has managed to take me from good credit to credit wrecked so bad that it will be a miracle if I am able to rent a house if they take the one I am currently in. I have had ONE voicemail from an actual human at Freedom Mtg in 7 months. Letters stating no packet was received when in reality only one or two lines just needed corrected. Now, not only am I behind with them, they have also informed me I will be picking up a XXXX dollar bill from the Asset management company they hired, whose actions have been just short of full blown harassment.
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| 08/16/2023 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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I UNDERSTAND THAT you can not act as my attorney or judge, but THE CFPB IS RESPONSIBLE FOR UPHOLDING LAWS UNDER THE DODDS FRANKS ACT. And just as a police officer must arrest someone for breaking into a bank and taking money, the CFPB is responsible for doing the same with the financial institutions. You were put in place to ensure that mortgage companies abide by the rules and laws. And under Dodds Franks, laws have been broken, i should not have had to file a second modification when the first one was complete and and pay for their legal fees in addition to that. I have been trying to get a modification or loss mitigation completed for nearly two years now. Freedom mortgage company has either lost documents or denied that they were responsible for a Lien on my property. They told me i could upload documents to their site under my account which i did. Of course those documents dissapeared and i had to start over again. XX/XX/XXXX i contacted my congressmans office, and shortly after, FMC stated they had all the documents needed. A few weeks later they informed me that there was a lien on my home and i could not get loss mitigation until i had it removed. they gave me 14 days to remove. I was unable to remove as I found it was the previous mortgage company who started the lien. But i retrieved the document from the sheriffs office online, and it stated XXXX XXXX, which was the prior company, " OR THEIR SUCCESSOR '' held the lien on the propertuy. meaning FMC held the lien. yet they denied it, and went on to deny me all loss mitigation due to an unclear title. This is negligence on their part. Under Dodds Franks, they are required to make a good faith effort to do loss mitigation and modifications so people could save their homes. They must have known this was their own lien, why would they purchase the mortgage from prior company knowing their was a lien on it? So on XX/XX/XXXX i recieved a decision letter denying me all loss mitigation due to the unclear title. Shortly after i started another modification process and submitted all the documents the first week of XXXX. In XXXX i recieved a letter stating my house was to go up for sherrifs sale on XX/XX/XXXX under foreclosure. My home was suppsoed to be under review for a modification. This is called double tracking and is illegal under dodds franks. And they may state that it only appplies to the first modification, but it was their incompetence and negligence that denied the first when by law, they should have did a modification. And they have also accrued legal fees after their first denial which i should not have to pay due to their mistake and incompetence of not taking responsibilty for the lien they have on my home.
I had to contact my congressmans office to inform them thyat i was denied a modification due to an unclear title. My congressman wrote them, they eventually contacted veterans unitedand found that ther Lien was indeed theirs as they are the successor. i sent them the lien back in XX/XX/XXXX explaining that it stated XXXX XXXX or their Successor held the lien, and that they were the successor. They ignored it and denied me loss mitigation regardless. this is complete and utter negligence that should not be tolerated by a professional agency that does financing with federal reserve money. If they are licensed by the federal government, then that license should be in danger of being revoked.
Moving on, they put my home up for auction with a sale date of XX/XX/XXXX. After they found they were responsible for that Lien and illegally denied me loss mitigation in XXXX last year, they real quick sent a letter stating that they had all the documents requested and would have a decision within 40 days. they still had my home up for sale on XX/XX/XXXX. The only way i could block it was by filing a bankruptcy. They took this as an opportunity to send a modification soemwhere else, so that i would not recieve it on time. they completed it, and sent it out on XX/XX/XXXX to my bankruptcy attorney main office. I am supposed to have 14 days to see the modification and request changes, i never recieived that notice. Therefore i didn't even know the modification was sent out on the XXXX to main law offices in another city. my attorney is in XXXX XXXX XXXX, FMC sent the modification to XXXX. By the time it got to my attorney it was XX/XX/XXXX, and then she had to put it together and mail it to me. i didn't recieve until a few days later on a XXXX, the XXXX of XXXX. They had reral estate taxes included in the modification, and i am exempt from real estate taxes in NJ as I am 100 % military related XXXX veteran. And they know this ecause i don't think they have been paying the taxes as they recieved noticd back in XXXX from my County government that i am exempt. They also were charging me for taxes on monthly mortgage payments with my bankruptcy which i am exempt from, so i didn't pay them, and they sent a letter requesting a stay on the bankruptcy so that they can foreclose.
Now they sent a letter to my congressmans office statiing that they understand that i want to file another modification, and that they may want to do an appraisal on my home that i will be charged for. They are accruing legal fees, and now want to create more fees in an attempt to make it all unaffordable for me. By law, a modification should have been completed last XXXX to XXXX when they had ALL requested documents. instead they used their own lien to destroy that process. And they have been accumulating legal fees ever since, even changing law firms so that fees would be increased.
This company is a disgrace. i left work in XXXX due to military related XXXX, it took years to get the 100 % rating. i tried working a few times since but could not succeed at it. This a case where a modification should be accepted and completed. Instead these ungrateful people want to try and take my home from me. And they have used illegal tactics according to Dodds Franks. I read that the CFPB are the police and will uphold the laws and hold these mortgage companies etc. accountable. Well i feel i have a good case to warrant them to be held accountable, and i think under law they should have to grant me a modification under the interest rates from last XXXX when my review was complete. And any legal fees or other fees accrued after that, should be paid for by FMC, not me. I should not have to lose my home or pay for their legal fees etc, when it was their incompetence and negligence that caused it all.
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| 04/07/2021 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
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While attempting to refinance in XXXX of XXXX, I reached out to Freedom Mortgage, my current VA loan servicer. On or about XX/XX/XXXX, I spoke with XXXX XXXX XXXX, loan officer for Freedom Mortgage. I informed XXXX that I was currently on a COVID Forbearance but that I had been sending payments as part of a trial loan modification to remove my forbearance for a couple of months. I asked how that would impact my refinance and XXXX told me that as long as I removed the forbearance and brought the loan current prior to closing on the refinance, I would be ok to refinance. Since the interest rate offered was so much lower, I agreed and XXXX took my application. XXXX told me that I would qualify for a 2.25 % IRRL refinance on my VA loan and because I was a current Freedom Mortgage customer, I would have all loan costs covered by Freedom with the exception of the VA Funding fee and Prepaids and Escrows.
Knowing that I was going to refinance and not sure how a loan modification would impact my credit, I called Freedom Mortgage and asked them to remove my loan modification as I was going through an IRRL refinance with Freedom Mortgage and planned on making the full payment prior to closing to allow me to close on the loan.
Soon after, I was sent Disclosures to sign along with the Loan Estimate with a rate lock until XX/XX/XXXX. XXXX informed me that the process could take 4-8 weeks. I signed the disclosures. On XX/XX/XXXX, I received an email from Ms XXXX XXXX, Customer Service Advocate working with my loan processor. Ms XXXX informed me that my loan was in " Conditional Approval which has been rendered by a Freedom Mortgage Underwriter '' and that I needed to provide proof of current payment. I found this odd since Freedom Mortgage was the servicer of my loan and had complete access to my mortgage information but I submitted the payment history from Freedom Mortgage 's website to Ms XXXX showing the XXXX payment I submitted anyways. After multiple unanswered follows ups emails to Ms XXXX requesting confirmation that the payment history provided cleared this last requirement to ensure I could close prior to the XXXX rate expiration.
On or around XX/XX/XXXX, Ms XXXX finally followed up on my emails via a phone call. She stated that the payment history I submitted was accepted and now I only needed to remove the forbearance and submit a payment for the balance due from forbearance ( {$16000.00} ) and I would have the final clear to close.
After gathering the funds to submit the payment and remove my forbearance, I sent a payment for {$16000.00} on XX/XX/XXXX and contacted Freedom Mortgage servicing department to request my forbearance be removed and sent and email to Ms XXXX letting her know I had completed the payment and removed my forbearance. Over the next couple of days, I followed up again with Ms XXXX to ask if we were going to be able to close prior to the XXXX rate expiration. No responses from Ms XXXX until my 3rd following on XX/XX/XXXX where she responded that she had no information on when the closing date would happen. On XX/XX/XXXX, 4 days prior to the rate lock expiration, I followed up again with Ms XXXX to see when we were going to be able to schedule closing.
XXXX XXXX responded that my loan had been declined by the underwriter and that the loan was no longer with her department!
Just like that, after almost 60 days of working on the loan from origination, preliminary underwriter review and conditional approval as well as being directed to remove my legally allowable forbearance with a lump sum payment, Freedom Mortgage pulled the rug out on my refinance despite the fact that my forbearance status, payment history and loan status was disclosed at loan application and Freedom Mortgage was my CURRENT SERVICER and had access to all relevant information throughout the process.
I have been given multiple reasons for the decline.
XXXX ) I had a late payment ( I did not as I was in forbearance ) 2 ) The VA removed XXXX eligibility if your loan was in forbearance in XXXX XXXX.
XXXX ) I did not have 6 consecutive payments prior to going into forbearance. ( This is the reason that they finally settled on ) I have attempted to resolve this issue with multiple levels at Freedom Mortgage including Ms XXXX 's supervisor XXXX XXXX XXXX, XXXX XXXX 's XXXX loan officer ) supervisor XXXX XXXX and XXXX XXXX, Chief Compliance XXXX.
Ms XXXX has yet to respond to my emails and Ms XXXX XXXX and Mr. XXXX 's initial responses were extremely dismissive. They simply stated that the situation was what it was. I forcefully pushed back on that assertion and demanded that Freedom Mortgage identify why their loan officer took a loan refinance application, my loan reviewed by processors, reviewed and conditionally approved by the underwriter and instructed to remove my COVID forbearance and submit a lump sum payment of the forbearance balance if the reason my loan was declined was something that was easily available/disclosed/accessible to all agents of Freedom Mortgage from the first step and every step along the way??
After my push back, the only responsive person was Ms. XXXX XXXX who attempted to investigate what happened and why. She ultimately admitted that my loan application should never have been taken, that the underwriter should not have given me conditional approval and that Ms. XXXX was not allowed to instruct me to remove my forbearance and submit the lump sum payment. Despite this admission, there was no resolution offered. I asked for escalation since I would lose out on the extremely low interest rate now that interest rates are dramatically higher and was out over {$16000.00} from the lump sum payment that would have been extremely useful to my family during these uncertain times and I had MULTIPLE options to remove my forbearance and bring my loan current that did not require a lump payment which is specifically prohibited by the VA. Ms XXXX XXXX responded that she was working on a response from other departments and lawyers as to what could be done but after waiting weeks and sending multiple follow up emails to Ms. XXXX XXXX XXXX I have yet to receive a response.
At this point, the only reasonable conclusion that I can come to is that Freedom Mortgage coerced me into submitting a lump sum payment and to remove my forbearance by dangling an IRRL refinance with an extremely low interest rate and loan costs covered only to pull the loan after I submitted the loan payment.
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| 02/06/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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My mortgage was sold to Freedom in 2022, my payments beginning in XXXX. The misinformation and lack thereof began from the first call I made to the company. I called towards the end of XX/XX/2022 to make sure my automatic payments were setup correctly and to get some general information about the process of removing my escrow account and changing my homeowners insurance company. I was told then I simply had to send a message to the company and request the removal, no mention of an appraisal. I called back in XXXX of 2022 to get greater details about removing my escrow account. AGAIN I was told by customer service that I only had to fill out a message requesting the removal, AGAIN there was no mention of an appraisal, XXXX, or any type of counseling as to what the process entailed. I pushed my first request through in early XXXX and was quickly denied by a letter only stating that it was because of my XXXX. I called Freedom again to have the reasoning explained to me. The agent I spoke to explained what XXXX stood for and informed me that I had to submit an appraisal along with the request in order to be considered. This being the third or fourth attempt to get a straight answer out of someone at this company, I repeated the agent 's instructions back to him and made sure to clarify that he was telling me that I needed to go out and spend several XXXX dollars on MY OWN appraisal, even made sure to mention that I need to make sure the appraiser was certified or the document would be rejected. I then found an appraiser, spent the hundreds, and resubmitted the request with a copy of the appraisal attached within the same week. Within a few days I received a message from Freedom Mortgage explaining that I would need to fill out a document and submit {$100.00} for an appraisal that MUST be completed by one of THEIR appraisers, and that any outside appraisal would not be accepted. I called AGAIN and asked for that request to be explained to me. I wanted to know why every time I called each agent was so incredibly misinformed and that I expected a refund for the several hundred dollars I paid out of pocket with the thought that I would make up that money when my next mortgage payment was much cheaper due to my escrow being removed. I was then transferred to a customer advocate who told me that they would play the call back and if I had in fact been misinformed, they would issue a refund for the amount I paid. I asked why I could never get a proper answer from the customer service calls and how I was supposed to be able to trust that the information this time around was accurate. I explained that I have had nothing but issues and that each time I place a call to the company the issues get worse, not better. I explained that my payments have always been on time and I've not had any issues with payments so far, but I still have had the most horrible and unsatisfied experience as a consumer than I've ever experienced in my life. It didn't take them long to review the call because the same customer agent called me back within the same business day to let me know that they absolutely made a mistake and that they will be issuing a refund check in the amount I spent for the outside appraisal. I expressed that I felt helpless and stuck with a company that I wanted to leave, but couldn't because refinancing wouldn't make sense at the moment because my interest rate would sky rocket. I also let them know that if this was not handled properly I would be looking into consumer protection, better business bureau complaints, and possibly seeking legal action because I feel that I've been so mislead and misinformed that it is now costing me money and way too much of my time. There's no reason a person that an individual with an up to date, on time mortgage payment should be struggling so much with their lending company. That was on XXXX XXXX XXXX I called back on the first of XXXX to check the status of the check because I want to make sure I'm mindful of the mail and because I'm out several XXXX dollars that I do not have to waste on unnecessary expenses. I explained that I'm a sole income payer and that I believe the process should be expedited due to it being the company 's error and they should do right by their customers and try to improve upon the horrible experience I've had since starting with them. This agent told me that the check was " processing '' which meant that it was in the mail and that if I didn't receive a check by the end of the weekend to call back and check in. I still have not received the check, so I called again today, XX/XX/XXXX. This time the agent was rude and short with her answers. First, she told me there was not a check coming to me at all. I informed her that I've been told on two separate occasions that there is a check coming, I'm just hoping to find out when. She told me she had to double check the notes. She did and saw that I was to be issued a check. She then told me that the check was NOT in the mail, that it hadn't even been printed yet, and there was no way to tell when the check would be mailed. I asked if there was a way the process could be expedited and was told " No, there's a lot of people waiting on their checks. '' I responded by asking why so many people were due checks from the company, was there that many people who were misinformed about their appraisal? " Well no, but there's lots of people waiting on their checks. '' It seems to me like unless there are several serious problems, mortgage companies should be receiving a lot of checks, not issuing them. I asked again, " There is NOTHING that can be done to expedite the process of the check getting into the mail..? Even though this whole thing is the fault of the company. '' A simple no was the response. I asked to speak to a supervisor or another customer advocate. I was left on hold for several minutes before the same agent came back to say " Nobody is answering me. Do you want to go back on hold again? ". I said no and plan to call again in the morning, but don't expect to see any results. After just a quick internet search it is blatantly clear that this company has literally THOUSANDS of complaints filed with one agency or another and every single one that I read mentioned their terrible customer service costing consumers ridiculous amounts of money. I am so fed up I'm considering refinancing with an astronomically higher rate just to get away from this deplorable company.
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| 02/13/2018 |
Yes |
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- Trouble during payment process
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Web |
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XX/XX/XXXX I called Freedom Mortgage to make my XXXX mortgage in the amount of {$3400.00} they said it would be a {$15.00} fee so the total amount would be {$3400.00}. A few days later I received my confirmation letter. First week in XXXX I noticed that they had still not withdrawn my payment so on Friday XXXX I decided to call Freedom. I spoke with Teller is # XXXX ( I did not get her name ). The rep had said it was returned from XXXX XXXX XXXX. I went on to tell the rep I am disputing that because I don't see it on my end as being processed. She then said let me contact our cashiering department. After putting me hold she came back to say she can see it was sent to XXXX on XXXX and it was returned to Freedom on XXXX but with no notation. She said I can see it was NOT returned due to NSF She further went on to say that Freedom tried to withdraw the funds but XXXX XXXX XXXX " just didn't give them to us '' I asked her to verify my checking account information and she said I can only verify the last 4 of both the ABA # and the checking account number, she didn't have access to the system that held the entire number. She did verify both the last 4 of the ABA # and the last 4 of the account number and they were both correct. I told her I wanted to make a payment and she told me not to until this was straightened out. She then said I should call my bank to check on their end. I got off the phone with Freedom and called XXXX XXXX XXXX who confirmed that NO attempt by Freedom Mortgage was made to have the funds withdrawn. I asked them to send me a letter to confirm this point.
On Saturday XX/XX/XXXX the more I thought about my conversation on Friday I was not comfortable with what I was being told and the fact she told me NOT to make a payment made me nervous so I called again. I spoke with XXXX XXXX id # XXXX and she did confirm that the on XX/XX/XXXX I called to make my payment and on XXXX Freedom credited the payment to my account but on XXXX the funds were reversed with the notation " reversed & misapplied ''. I stated I wish there was a way to verify the ABA and the account number used and she said there is. I said I was told yesterday there was no way to verify and her response was " they just don't know where to look '' at this point XXXX read back to my account number and ABA number and they were correct so we know the funds were not withdrawn to misinformation that I gave on my information. She then said she will send an email to her cashiering department to get further clarification on what " reversed & misapplied '' means. I told her I was not comfortable making my payment so she said there is no reason you can't make a payment. So on XX/XX/XXXX I initiated a bill payment from my XXXX XXXX XXXX account in the amount of {$3400.00} this was the payment amount minus the XXXX phone payment fee to my Freedom mortgage account. XXXX told me to call back late Monday ( XX/XX/XXXX ) and she would have clarification from cashiering on why the payment was reversed. When I got home from work on Monday in the mail was a default letter from Freedom assigning my account to a point of contact. To give XXXX a little time to research I waited until Tuesday XX/XX/XXXX. asked her if she could confirm the ABA and the account number to call back. When I called and asked to speak with XXXX I was told well I can help you ( Teller id # XXXX ) I was told that they had not yet received a response from cashiering on what " reversed and misapplied meant '' while I was on the phone with him he refreshed his screen and said oh they just updated your notes and the reason the payment was never received from XXXX XXXX XXXX because " XXXX and XXXX XXXX XXXX weren't able to talk '' I told him I wanted my XXXX phone payment fee back and I wanted my credit fixed. He told me once I receive the letter from XXXX XXXX XXXX XXXX could email it to them requesting my refund of XXXX and the request to fix my credit. I then asked him if Freedom had received my payment ( because it had been withdrawn from my account ) he said they had but it was sitting in unapplied funds. I asked why would I payment I made be sitting in unapplied instead of being credited to my account. He said he did not know but he would " open a ticket '' to find out why. At this point I said okay thank you. It was at this point after I hung up that I received the default letter with a single point of contact so once again I picked up the phone to speak with my single point of contact. I was assigned to XXXX Teller # XXXX but when I called she was not available instead I ended up speaking to XXXX Teller id # XXXX. I went through everything that happened prior to this call with XXXX to fill her in. She put me on hold so she could research my account and hopefully provide me with a resolution.
She came back and proceeded to tell me that on XXXX the reason my account was reversed was due to " different email address ''. I said what? my payment was reversed because the email address was wrong? How would the bank know that? I actually asked her to confirm the email address she had on file and it was correct ( coincidentally my husband works for XXXX XXXX XXXX ) At this point i was flabbergasted because now I have been told 3 different reasons on why my payment was reversed and labeled misapplied. I again pressed the issue of the payment that I made in XX/XX/XXXX int he amount of XXXX sitting is unapplied. She said that happens because of the modification I just did. My modification was cleared up in XX/XX/XXXX 8 months ago. She said she would call me back no later than XX/XX/XXXX with an update.
The reason I am contacting the CFPB is that because the reason my loan went into modification back in XX/XX/XXXX with freedom was because of an error on their part that I didn't press and my home almost ended up in foreclosure. Back then I contacted the CFPB and they contacted Freedom and Freedom admitted they had handled things incorrectly and quickly fixed my loan. It concerns me that this time for a payment I was attempting to make they have once again made a mistake, I have been given 3 different reasons/answers on what has happened. I went onto to explain to XXXX that I felt Freedom makes living taking advantage of people that live pay check to pay check and in some cases do not know how to fight for themselves. That they take what Freedom is saying as true and they don't give any push back.
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| 01/02/2023 |
Yes |
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- Trouble during payment process
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Web |
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To whom it may concern, In the month of XX/XX/XXXX, I received a letter from Freedom Mortgage explaining that my mortgage payment would increase due to a mortgage insurance increase. I was told by the Freedom Mortgage representative that this increase was requested in the month of XXXX for a {$190.00} increase that had been paid out until XXXX when I was finally made aware of this. Totaling a little under {$1200.00}. I then contacted XXXX my mortgage insurance company, to find out why I had not been informed of this increase. The XXXX customer service representative apologized and stated that they thought that I had received a letter informing me of this increase. That phone call took place on or about XX/XX/XXXX a couple of days before my birthday the XXXX of XXXX. In that same week I hired a different mortgage insurance provider and notified Freedom Mortgage of this change. I also informed the Freedom Mortgage representative that as soon I received the check from XXXX that I would forward that check to Freedom Mortgage and I requested at that time that a recalculation of my escrow account be done. I received the check from XXXX on or about the XXXX of XXXX, XXXX and I mailed the check from XXXX as I received the check to Freedom Mortgage. I had not heard anything from Freedom Mortgage for about three weeks. So, on or about XX/XX/XXXX I contacted Freedom Mortgage to find out if they had received the check that I had mailed to them and if they had done the recalculation of my account. The Freedom Mortgage representative stated that they had not received my check. Which made no sense to me. So, I called XXXX about the check. XXXX explained that my check was cashed by Freedom Mortgage on XXXX XXXX and sent me pictures of the cashed check. I again called Freedom Mortgage back and asked to speak with a supervisor. I informed her of what I had found out and she was able to locate my check. She explained that Freedom Mortgage had applied the check from XXXX XXXX XXXX written on the check to interest of my loan. The supervisor requested to have that check reapplied to my escrow account and requested a recalculation of my account again. During the months of XXXX and XXXX of XXXX, I continued to pay {$1100.00} on time as I have since Freedom Mortgage purchased my loan back in XXXX of XXXX. After the recalculation on or about XX/XX/XXXX, I found that the Insurance increase really had nothing to do with my monthly mortgage increase as Freedom Mortgage first alleged. The representative explained that there was an escrow deficit since Freedom Mortgage took over my loan back in XXXX of XXXX. Clearly Freedom Mortgage had not done its due diligence in the entire eleven months of purchasing my loan and allowed this imbalance to grow for the entire 11 months. The representative explained that after the recalculation my new payment would be {$1200.00} and in the month of XXXX and XXXX of XXXX, I paid the {$1200.00}. Freedom Mortgage clearly is not interested in facts. I have received notices that I am enclosing during the recalculation period. Before the recalculation I was requested to pay by Freedom Mortgage {$1300.00}, {$1200.00}, and {$1200.00} as my new monthly payment. It appears that after doing absolutely nothing to rectify this unmanaged mess that Freedom Mortgage single handedly created. Freedom Mortgage is now in a rush to correct the mismanagement of my account. I informed Freedom Mortgage that I am a XXXX XXXX XXXX XXXX and that my fuel expense weekly was in excess of XXXX dollars for fuel alone. I made it clear that there was no way I could afford {$1300.00} a month especially while there was a recalculation request in process and a check was on its way from my old insurance company. It absolutely makes no sense to pull fictitious numbers out the air all the while knowing that a recalculation would be done shortly to effectively have factual numbers going forward. Please be advised that this is the second letter that I am writing to the Consumer Financial Protection Agency about Freedom Mortgage in less than 30 days. My first letter complained about this same escrow issue and XXXX Mortgages response had nothing to do with my complaint that I wrote to you. Freedom Mortgage response stated that the correspondence sent to the credit bureaus was accurate and that my account was in good standing which is what I received in XXXX of XXXX. I also received in the month of XXXX a notice that my credit score had dropped about 100 points due to the allegation of being thirty days late in XXXX and XXXX of XXXX to Freedom Mortgage. XXXX and XXXX come before XXXX, so I would have to believe that Freedom Mortgage intentionally lied to me and the XXXX. This was a malicious intentional covert act intended to stop me from departing from this incompetent and inept Mortgage company known as Freedom Mortgage. In the month of XX/XX/XXXX, I had contacted 5 Refinance companies regarding cashout options and transferring my loan to a different lender. My credit scores were XXXX, XXXX and XXXX on XX/XX/XXXX, and 3 days later I was notified that my scores had dropped about 100 points due to Freedom Mortgage notifying the Credit Bureaus that I was 30 days late on my mortgage payment. This is an outrageous lie perpetrated by Freedom Mortgage. I am including my monthly mortgage payment as it deducted from my bank. It is clear that Freedom Mortgage is desperate to keep clients whom want nothing to do with such horrendous bookkeeping and their pathetic retaliation practices. In closing, Freedom Mortgage offers customer a shortage repayment faxs sheet. The first entry is ( am I required to pay my shortage in a lumpsum? ) Freedom Mortgage response is ( no the customer may elect to do so at your own discretion. ) This being the case then why is Freedom Mortgage forcing me to pay {$1300.00} when I have already informed them that I can not afford to pay that much each month even though I have increased my payment from {$1100.00} to {$1200.00} already. The shortage repayment form from Freedom Mortgage clearly states that a customer can pay their escrow shortage at their own discretion. Either this is a practice of deception or it is intentional sabotage directed towards a first-time home buyer. There is no good reason why Freedom Mortgage would contact the credit bureaus all the while knowing that I have never ever been late EVER!!!
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| 11/01/2018 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
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Below is the letter I sent to Freedom Mortgage to dispute a 30-60 day late they reported to my credit report. When I initially called them about this issue, I was told by one of their representatives that if I sent this letter along with the supporting documentation from my bank, that they would gladly remove the 30-60 day late from my credit report. I have the audio recording of their rep saying this because I record all of my calls.
That same day I faxed over this letter with the supporting documentation from my bank to begin a formal dispute with Freedom Mortgage. Freedom Mortgage told me they would have an answer regarding my dispute by XX/XX/XXXX. I contacted them today, XX/XX/XXXX to follow up on the dispute and was told that after reviewing my dispute, they are unable to remove the late payment from my credit report.
I asked the Freedom Mortgage rep I spoke with today for some clarification as to why it was denied. After speaking with her supervisor, she told me that it appears that whoever reviewed my dispute went by the date the check cleared, not by the date the check was actually received. Per the documentation that I provided Freedom Mortgage from my bank, the check was received on XX/XX/XXXX and cleared on XX/XX/XXXX. According to both Freedom Mortgage reps I spoke to, the date a check is received and stamped at their XXXX XXXX is the date they consider it received -- not the date it clears. With that said, my check arrived before the end of the month and shouldn't have been considered late.
Below is the dispute letter I faxed to Freedom Mortgage : XXXX XXXX XXXX XXXX Loan # XXXX XXXX XXXX XXXX XXXX XXXX, UT XXXX XX/XX/XXXX Freedom Mortgage XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, NJ XXXX Dear Freedom Mortgage : This letter is to dispute a recent 30-60 late payment reported to the credit bureaus for our XX/XX/XXXX mortgage payment. The reported late payment has not only negatively affected my credit, but my wifes as welldropping our scores by as much as 82 pts overnight.
As you can see from my payment history with Freedom Mortgage, I have always made our mortgage payment before the end of the monthtypically around the XXXX or XXXX of the month. While I understand the payment is due on the XXXX of the month, this is the best we can do at the current time. Nonetheless, I have always made our payment before the end of the month and will always make our payment before the end of the month. In fact, Im hopeful that after receiving our upcoming XX/XX/XXXX tax return, I will be able to begin making our payments on the XXXX of the month.
For our XX/XX/XXXX mortgage payment, I opted to use XXXX XXXX bill payit was the first time I made our mortgage payment using this method. I decided to use this method to avoid the {$10.00} processing fee Freedom Mortgage charges to pay by phone. On XX/XX/XXXX I filled out the online bill pay form on XXXX XXXX website, it stated that the check would be mailed out by XX/XX/XXXX and would be delivered by XX/XX/XXXX. Assured that it would be there on-time, I decided to proceed with the bill pay method. On XX/XX/XXXX I received an email confirmation from XXXX XXXX that the check had been sent that day and would arrive by XX/XX/XXXX. Ive included a copy of the confirmation email with this fax that clearly shows the sent date and estimated delivery date.
Fast forward to Sunday evening, XX/XX/XXXX. I received a credit alert via email stating that a 30-60 day late mortgage payment had been added to my credit reportdropping my score 82 pts. I figured it had to be a mistake because I knew that I had initiated the bill pay in sufficient time to arrive before the end of the month. I immediately contacted XXXX XXXX to confirm the bill pay information. XXXX XXXX confirmed that a check in the amount of {$1200.00} was sent on XX/XX/XXXX to Freedom Mortgage and was delivered on Friday XX/XX/XXXX and cleared on XX/XX/XXXX.
I contacted Freedom Mortgage regarding this issue on Monday XX/XX/XXXX to get information, specifically regarding the date Freedom Mortgage uses to determine a payment received by mail. The representative I spoke to stated that they use the date the check was delivered to the lock box, not the date the check was processed and cleared. I explained to the representative that according to XXXX XXXX and the bill pay proof of payment, the check was delivered on XX/XX/XXXXalthough cutting it close, it was still delivered before the end of the month. The Freedom Mortgage representative said that according to his records, it was delivered on XX/XX/XXXX. Again, I told him that I had a proof of payment from XXXX XXXX with the delivery date stating it was delivered on XX/XX/XXXX. I even contacted USPS to see how long it would have taken to arrive and they said with 100 % certainty that it would have been delivered no later than the XXXX.
I asked the Freedom Mortgage representative what could be done at this point because I felt like I had done my due diligence to ensure that our mortgage payment was delivered before the end of the monthwhich it was according to the proof of payment. I was told to write this letter explaining the situation and to include the email confirmation, and proof of payment from my bank. Ive included both with this fax.
I beg you to please work with me on this. I have been desperately trying to improve our credit scores over the past year. Again, I have made every effort to make our payment before the end of the month and have done so ever since our mortgage was transferred to Freedom Mortgage. I cant afford to have our credit scores drop this drastically. More importantly, I cant afford to have another late mortgage payment added to our report. With the information and proof I have provided you, I hope that you will be willing to work with us and remove the recent 30-60 day late mark from our credit reports. Again, Im hopeful that in the near future well be able to make our payment on the XXXX of the month. Unfortunately, the XXXX is the best we can do at the moment, but we have never paid our mortgage payment beyond the end of the month with you guys. Please show some compassion and help us. Moving forward I will continue to pay by phone to ensure my payment is processed on time.
I would ask that someone please contact me regarding this matter after this fax is received.
Sincerely, XXXX XXXX XXXX XXXX Loan # XXXX
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| 07/23/2022 |
Yes |
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Web |
Servicemember |
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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!!!
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| 09/30/2023 |
Yes |
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- Trouble during payment process
- Escrow, taxes, or insurance
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Web |
Servicemember |
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Our house was closed on in XXXX of XXXX. Our mortgage company XXXX Freedom Mortgage ) paid our taxes in XXXX of XXXX. We did not receive an escrow analysis until XXXX of XXXX which reflected an escrow shortage of {$1200.00}. Payment was made in the full amount of the shortage in XXXX of XXXX. We then received a second escrow analysis in XXXX of XXXX in the amount of {$1100.00}. When we reached out to Freedom Mortgage we were told that the original analysis in XXXX was incorrect and this was the correct one leaving us with an extra {$100.00} we had paid, which we asked to have allocated to our principal. We then received a third and fourth analysis in XXXX. XXXX which reflected only our required minimum balance and one which reflected a shortage of {$100.00} ( the difference between the first and second analysis ). We reached out again and over the course of several days/hours finally had the {$100.00} re-allocated to the escrow shortage as they then said the original one for {$1200.00} was correct. We were told that the analysis had been run in error, that Florida was a state that was mandated by the federal requirement to run in XXXX and that it was because of when we closed on our home. We continued with out issue until this year. Our XXXX analysis was done on XX/XX/XXXX and showed a {$3300.00} shortage. We elected to have the payments for the shortage spread out over the the next 12 months with the first increased monthly payment starting on XX/XX/XXXX. Since XX/XX/XXXX we have paid our full mortgage payment including {$820.00} to escrow, of which {$270.00} is supposed to be covering our shortage spread. As of our XX/XX/XXXX statement I noticed that the full amount of our escrow payment has been allocated to the escrow balance. I did notice this until XXXX of XXXX at which point I reached out again to Freedom to confirm if this was correct. I spent over an hour on the phone trying to verify if they had in fact been recouping the shortage amount. My issue was escalated to escrow, I was told I could not speak directly with anyone in escrow but that I could send a message through our online account. I received an email and noticed an alert that said I had an escrow analysis ready. Upon further investigation my upcoming payment was reflected as {$55.00} less than my current payment as per an escrow analysis done on XX/XX/XXXX that reflected a {$1800.00} shortage. I attempted to reach via phone on XX/XX/XXXX and spent XXXX hours on the phone of which I spoke to someone for approximately XXXX minutes. I was repeatedly placed on hold only to have a new person pick up. I finally ended the call at approx. XXXX XXXX XXXX minutes after they closed having " spoken '' to XXXX people.I did send a message via the portal. XXXX XXXX reached out to my husband via phone on XX/XX/XXXX. My husband attempted to discuss the issue with her but was told the {$1800.00} shortage was due to our insurance increase and she did not discuss the original issue of if the previous shortage was being allocated. I reached out via email to XXXX on XX/XX/XXXX and explained that I am the one who reached out and the one who pays the mortgage so I would be the better point of contact. XXXX reached out via phone later that same day where we spoke for well over an hour. I repeatedly stated that we had never asked for an escrow analysis to be done only to have the account looked at to make sure that the XXXX XXXX shortage was actually being applied. I was repeatedly told the issue was due to our insurance going up and us switching and not having paid them the original dispersed amount. They dispersed to our former insurance company on XX/XX/XXXX and then to our current insurance company on XX/XX/XXXX. The former also repaid the funds paid to them on XX/XX/XXXX. XXXX repeatedly insisted that I was incorrect, even telling me that they don't have phrasing in their payment history of " funds recieved '' until I offered to email it to her. I again stated that I only wanted to verify the shortage of {$3300.00} was being recouped properly. At the XXXX XXXX XXXX XXXX assured me that they were recouping properly even though my escrow balance reflected as though they had been placing the entire {$820.00} into the escrow account and that they would cancel the analysis done on XX/XX/XXXX with my payment remaining the same as it had been since XX/XX/XXXX. I asked for documentation via email and a letter of what had been allocated to our shortage and was told that I would get a letter that stated they had been recouping it. To date I have not obtained that information. On XX/XX/XXXX I logged in to pay our mortgage and noticed that I had a banner alert of an escrow shortage. When I reached the payment screen I had the option to pay the shortage in full. I selected this option to see what it was and the amount displayed was {$3300.00} the amount of our shortage from our analysis done XX/XX/XXXX. I called in when Freedom opened at XXXX XXXX and was connected to XXXX who did not provide ID number. XXXX repeatedly insisted the {$1800.00} was an error, that we had gotten a letter and refused to look at the XX/XX/XXXX analysis. I was placed on hold 3 times, the XXXX time I was not even told about the hold and held for approx. XXXX minutes. After that hold period she came back on and asked how she could assist today as though she did not realize she was still connected with me. I finally asked her to please transfer to someone else if she was unable/unwilling to assist as it is incredibly awful to just be placed on hold in the hopes you'll give up when you have called for assistance. I was transferred to Aapria ID # XXXX and we spoke at length at which time she told me that she was unable to find record of anything being paid to our shortage outside of the payment I made last XXXX despite XXXX making our payment including the shortage spread in full each month. I still do not have a clear answer on if they have allocated the spread or if they will have to take it out of our current balance which will trigger another shortage for the upcoming year. My issue was again escalated to escrow with no option for myself of the rep assisting to speak with them. I am concerned about how they have handled the escrow over the last 2 years and that if I do have another shortage this upcoming year they will not allocate properly.
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| 02/16/2022 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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Had numerous conversations with Freedom Mortgage during the Forbearance period to ensure the status of the account. Was told many times to disregard billing statements that were sent in the mail as it was automatically generated and that after forbearance period had ended that the mortgage would reset to the previous status.
Received a letter on XX/XX/XXXX. XXXX, with notification that the Forbearance Plan was expiring soon.
XXXX, XXXX, XXXX, was sent letter again state that the Forbearance Plan was ending soon, and that we were approved for a XXXX XXXX XXXX to modify your mortgage payment. The terms were that during the Trial Period we would be required to make XXXX monthly payments in the amount of {$1100.00}. It then stated that, If you prefer not to modify your mortgage loan to a XXXX fixed rate loan, please contact us immediately.
I called Freedom Mortgage shortly after receiving this letter and was assured that the mortgage plan would automatically reset to it previous status, and to disregard as many of the letters are boiler plate letters. But they must receive every payment at the first of the month. Was also told that it would be ok if we sent payment at anytime with a week after it was due. In addition, it was explained again, that the mortgage would return to the prior status before forbearance was entered.
First payment was scheduled for XX/XX/XXXX. The payment was made on that date. A letter from Freedom Mortgage, dated XX/XX/XXXX, was received confirming receipt of the transaction.
On XX/XX/XXXX, received a letter from Freedom Mortgage stating that they had not received the required document of the title policy for the property, in which they acknowledged that acquisition of this document was outside our control.
XX/XX/XXXX, a letter from Freedom Mortgage was sent stating, they had made an inadvertent error in reporting the status of your mortgage loan account to the credit reporting agencies for the month of XX/XX/XXXX.
The second payment was due XX/XX/XXXX. Freedom Mortgage was called, XX/XX/XXXX, to make the payment, yet was charged {$1200.00}, which exceeded the amount stated in the XXXX XXXX requirements. I received a letter from Freedom Mortgage dated XX/XX/XXXX affirming that the payment was received in that amount, upon my request.
A package from Freedom Mortgage dated XX/XX/XXXX, XXXX via XXXX . The package stated that it contained, XXXX original copies of a XXXX XXXX XXXX XXXX and one copy for your records. It came to our attention that the copy for our records did not have a complete set of copies.
The letter also stated, Failure to execute and return both original copies of these documents within XXXX calendar days from receipt of this package will result in this offer being considered rejected by you. As a result, this offer will be deemed null and void and you will need to reapply for assistance to determine if you still qualify.. In addition to the documents also include your final Trial Period Plan payment in certified funds, in the amount of {$960.00}. It included, The Loan Modification Agreement changes the monthly payment to a total of {$1100.00} due XXXX XXXX, XXXX.
At the conclusion of the letter received with the Loan Modification Agreement packet was the statement, Freedom Mortgage Corporation is a debt collector This packet also included a Checklist of Required Documents.
Upon receiving this packet. I called Freedom Mortgage and explained to them that we did not agree with resetting the loan back to a new XXXX loan with an interest increase to 3.25 % from 2.8 %. I also expressed that this was not how the forbearance was presented when we entered. I was informed that this was not negotiable, and that the VA sets the rates. I said this is not what Freedom Mortgage presented the Forbearance during entry. I was told that there was no alternative but to reject and then they would re-review. I informed them that I wanted to reject the contract as they stated that, that was the only option that I had.
I also asked for clarification about the certified funds of {$960.00} to ascertain if that was in addition the total due on XX/XX/XXXX. I was told that {$960.00} was not due, just the monthly mortgage amount. I also asked for clarity regarding the Checklist of Required Documents and was told that we could disregard it.
On XX/XX/XXXX, I contacted Freedom Mortgage to check the status of the rejection and was told that it had not been entered. I then asked to speak to, supervisor due to inconsistent information being given to me about ignoring parts of the contract, no requirement for additional documents despite the Checklist of Required Documents, the inconsistencies of payments that were requested, and the additional certified payment, and that my rejection had not been entered and was told that they would put in a request, and one should call within XXXX hours.
On XX/XX/XXXX, I called again to check on the status again, and to inquire as to why I was not contacted by a supervisor. I was told then that the rejection had not been entered. The call then dropped, and I received no call back despite my phone number being on file.
Called again and was told that the inconsistencies was due to many of the employees were new and not properly trained. And was again informed that the rejection had not been entered.
Called again and asked for the call to be escalated to someone in authority as the information that I kept getting was inconsistent with different people stating different things. Call was then escalated ; it was then confirmed that rejection was entered. I asked for them to send a letter confirming the status. Was informed then that they would need addition documents as requested I explained that this was not a new loan and I refused. Was informed that new paperwork would be mailed. Have received nothing expect a bill with the total amount due.
It is my understanding that the CARES Act is supposed to give you the option of deferring the payment to the end of the life of the mortgage, not affect your credit score, and that they cant ask us to pay immediately. In addition, they assured us that entering forbearance would not alter the terms of the mortgage contract ; but would resume at the end of the forbearance period.
Thankfully all phone calls were recorded for quality assurance.
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| 04/24/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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Web |
Servicemember |
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I had a home mortgage with JG Wentworth home lending department. At the end of XX/XX/XXXX, we were notified by JG Wentworth that they sold their home lending to Freedom Mortgage. Freedom Mortgage began submitting immediately sending us delinquency notices, and late payment charges on payments that we had made to JG Wentworth. After discussing the issue with Freedom Mortgage 's customer service department they agreed that there was some miscommunication and that the loan would have a 60 day grace period during the transition from JG Wentworth. During this period, there would be no negative reporting and late fees as the account was being setup.
JG Wentworth notified us that our regular mortgage payment for XXXX was to go to JG Wentworth because the effective date of the transition was XX/XX/XXXX. After calling and discussing with JG Wentworth, said that that payment should in fact go to Freedom, but agreed that there should be a 60 day grace period while the transition was happening.
Per discussions with Freedom Mortgage and JG Wentworth, we made our XXXX and XXXX Mortgage payments at the beginning of XXXX as instructed, and within the 60-day grace period from XX/XX/XXXX. The following statement received from Freedom Mortgage contained a {$75.00} late fee. We then called Freedom Mortgage concerning this late fee and were told that it was because we paid our XXXX payment late. After several phone calls, and producing letters and documentation, Freedom Mortgage agreed to waive the late fee because it was inside the 60-day grace period. We did not know that they had negatively reported a late payment on my wife and I 's credit report for this time and had not cleared this out.
Fast forward to the beginning of XX/XX/XXXX, we recieved a phone call from Freedom Mortgage stated that we could lower our payments through a VA IRRL. After going through the paperwork with the loan specialist, he pulled our credit and stated that he could not approve the lower interest as our credit scores did not meet their lending guidelines. Confused about this issue, we asked for a copy of our reports to discover what was going on. This is when we learned that Freedom Mortgage had negatively reported a late payment for XX/XX/XXXX to all credit bureaus.
After another phone call to their customer service department, we were instructed to send them a message through their secure online platform to dispute the claim. When we went on to the platform we learned that our message was limited to 120 characters. This was not sufficient to say much more than we dispute the late payment. The platform did not allow for uploading of any documents or back-up to support this statement. We again called back the next day to discuss this issue. After some strong language, and a heated discussion, we were told that we needed to send them a Qualified Written Request to start the dispute process. We then composed a letter, and faxed it as well as mailed a hard copy of the letter to them as instructed.
We continued to call them daily concerning this issue, and the acknowledged receipt of the letter a few days later. They told us at that time that our account was transferred in XX/XX/XXXX, not late XXXX and that the 60-day grace period ended in mid-XXXX and the XXXX payment was late and reported accurately. Further, we were told that that the letter had no back-up or supporting documentation for proof of our statements that the loan was transferred in late XXXX. We were told that the review had not been formally completed though and that if we had supporting documentation to add that we needed to get that in before the review period concluded.
As a result, we compiled another formal letter with supporting documentation requested. We faxed this letter as well as mailed it, and waited several more days waiting for Freedom Mortgage to acknowledge receipt. During this time we received notification that the review of our dispute has concluded and Freedom found that our account was in order and our payment was late and all reporting was accurate. No changes would be made.
Furious with this response we called back daily until they acknowledged receipt of our follow-up letter. Once they did acknowledge receipt the customer service agent stated that they agreed that the time line of events we had presented was accurate and there should have been no negative reporting. She said that she could start another dispute but that would take 30 days to close. She then stated that the process we were following was not the correct process to dispute these issues and we needed to go to the credit bureaus and file disputes with them about the negative reporting in order to get this cleared up. I asked her to confirm that she wanted my wife and I to go to each of the three bureaus and formally dispute the late payment with each of them for a total of 6 disputes about this issue before they would clear it up. She said that was the only way the process would actually clear the it off our credit reports.
Once again, even more angry at this time, we logged in to each of the bureaus to do as instructed. We were notified that that process would take between 30 to 45 days to clear up depending on the bureau. We completed the disputes, and called Freedom Customer service afterwards to notify them what we had done and asked if they would produce a simple email or some other form of written acknowledgement of the error that they had agreed was made in order to document the issue and allow the VA IRRL process to move forward to lock-in the current low interest rates before the market rates increased. They refused to do so, and stated that they would only produce a written response once the review period of the current dispute was concluded, about 4 weeks from now.
Now we are in limbo, unable to move forward with a refinance to current rates through the VA IRRL process because of false negative reporting that Freedom Mortgage has acknowledged previously when they waived the late fee, and now again verbally after submitting multiple letters formally to them with back-up and supporting documentation again. We are told that this process would take until the end of XXXX at which point the market rate for refinance mortgage loans will likely be higher than the current rates.
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| 05/20/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
Servicemember |
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Below is a copy of email sent to XXXX XXXX, CEO of Freedom Mortgage : Loan XXXX XXXX XXXX XXXX Fri, XXXX XXXX, XXXX ( 6 days ago ) to XXXX Good evening, Mr . XXXX, I am writing to you in the hope that perhaps you can help me rectify the terrible experience that I have had as a result of an error that was made in completing my mortgage streamline. As I wait on hold with your organization for more than one hour without any contact with a human being, I find it ironic that the hold message boasts of the stellar customer service and personal attention that I have yet to receive.
I have had my mortgage with your organization for a few years now. I was contacted in XXXX by XXXX XXXX offering me a streamline rate reduction. I found her rather aggressive. My husband and I have been wanting to refinance later this year with a conventional loan and I was apprehensive to do a streamline as I was concerned that it might hinder or delay my ability to do so. XXXX assured me that while a conventional loan was a different product, it would not hinder my ability to refinance down the road. After careful consideration my husband and I agreed to the streamline. We completed the necessary applications and were contacted soon after that we would close later in XXXX. We were advised at that time that we should skip our XXXX payment in anticipation to close on XX/XX/XXXX. We were also told at that time that we would skip the XXXX payment as well and our next payment would be due XX/XX/XXXX. While I was skeptical, I confirmed with the loan officer that this was in fact the case in addition to speaking with another one of your representatives. They stated that had I made a payment in XXXX that it would change the structure of the loan amount and would also require me to bring cash to closing which we also did not want to do. We were pleased with the terms of this streamline and closed as planned on XX/XX/XXXX. It was a quick and easy process. As promised. I received my XXXX billing statement with the upcoming payment due to be paid on XXXX as expected.
You can imagine my astonishment this morning when I received a notification from my credit monitoring service stating we had been reported delinquent for our XXXX payment. I am a XXXX XXXX who works full time and have done so throughout the pandemic. I have an impeccable payment history- even last year when my husband was laid off during the pandemic. I take my credit history very seriously and am very concerned that this negative mark has caused my score to plummet more than 70+ points. As you know, this can be the difference in a lot of money when measuring someone's creditworthiness.
I immediately contacted your customer service department. The representative opened a ticket but it took over an hour for me after being on hold etc. Even then she could not guarantee me that my credit report would be corrected in an expedient manner. So I called back on my lunch break. I spent another hour plus on the phone. She was able to get someone by the name of XXXX XXXX on the phone who verbalized exactly what I had said all along that the XXXX and XXXX payments should not have been made. She could see that I closed on XX/XX/XXXX but for whatever reason Freedom Mortgage did not release the funds on my account until XX/XX/XXXX. She then stated that her area is unable to update the credit bureau XXXXnformation and transferred me to XXXX in service id XXXX. Iwas on the phone for more than two hours at this point. Still no resolution. She assured me that she would escalate my inquiry to a manager who would call me back by the end of the business day. That never happened. so now I am reaching out to you. Clearly, this error was made and was no fault of mine. I am requesting that my credit report be updated immediately to delete the derogatory information and written confirmation of such an update is sent to me via email and post mail. Again, my credit is very important to me and had I known that the stream line was going to be such a headache I never would have done it. I am aware that mistakes are made. The complete lack of accountability, sloppiness and failure to follow through with any sort of ownership that has taken place in this situation is infuriating and very disappointing. This is deceptive practice.
I work very hard. In my line of work mistakes can be detrimental. I take pride in my work and take ownership for my actions. Please make this right, honor the terms of our loan agreement, and follow what your company said they would do and correct my credit report. I appreciate your time and attention in rectifying this matter. It should be noted that I have now been on hold for XXXX with no contact. Please right the wrong.
Sincerly, XXXX XXXX XXXX XXXX XXXX XXXX XXXX, DE XXXX ***I was contacted on XX/XX/XXXX by XXXX XXXX XXXX XXXX the Freedom Mortgage XXXX Legal department XXXX Stating that the issue has been escalated to senior management. I followed up today ( XX/XX/XXXX ) and was told that the error in reporting was a direct result of en error in funding my loan late ( it should have been completed by XX/XX/XXXX but was delayed until XXXX which I am certain violates several federal banking regulations ). I was also told that while they plan to correct the error in credit reporting that it could take two months for that to happen. This is unacceptable. I know that they are able to submit a manual credit update to the credit reporting agencies so that the correction can be reflected expeditiously. This error is not only tarnishing my credit history but it is also costing me money as I have a major purchase to make for a new vehicle but can not do so until the delinquency that was erroneously reported has been corrected.
I have in good faith, attempted to rectify this issue. The unfortunate nature of this matter is that there are likely many other consumers who have been negatively impacted by the sloppy business practices on the part of Freedom Mortgage, which is consistent with deceptive banking practices which is illegal. If this can not be rectified immediately I will have no choice but to pursue legal action and financial compensation against Freedom Mortgage.
I thank you in advance for your assistance in getting this matter resolved.
Best regards, XXXX XXXX XXXX
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| 02/20/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
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This has been a case of one problem after another and it seems to stem from a huge lack of communication on Freedom MortgageXXXX end, failure to train effective employees, and extreme disorganization all around.
We filed for a Loan Modification early in XXXX. After months of paperwork issues, we were finally approved in XXXX with 3 trial payments ( XXXX, XXXX, and XXXX ) and then a permanent modification immediately following the trial payments.
We finished our trial payment plan in XXXX, at the acknowledgment of several different customer service agents, notarized the final loan paperwork in XXXX and again in XXXX due to an error on Freedom MortgageXXXX part, and was told we would receive the final paperwork at the end of XXXX and should be able to start making regular payments online beginning XX/XX/XXXX, at which time the foreclosure status would be dropped.
That has not happened.
Instead, at the end of XXXX I received a phone call saying they had not received the final trial payment, despite having paid it and it being confirmed as received by all the agents we had previously talked to. I immediately emailed proof of the 3 trial payments, and the next agent I spoke to was able to see and confirm that they had indeed received all 3 trial payments. We still never received the final paperwork, and I was unable to make the XX/XX/XXXX payment as discussed.
We spoke to a handful of agents in the weeks following who all confirmed that 3 trial payments had been made and was told there was just a delay in the title company. However, in the middle of XXXX, I spoke to an agent who once again claimed that Freedom Mortgage had not received the final trial payment. This agent was able to go through the notes and see that we had indeed made it and he said he would escalate the issue and call me back within a couple days. I told him that I would make XXXX payment when it was finalized because I did not want the payment to get lost in the disorganized mess, and counted as the XXXX trial payment that had already been made.
At the end of XXXX, we spoke to an agent who told us that because we paid the last of the trial payments early in XXXX, it appeared like we didnt make the final payment. He said we needed to make another payment to show we could make timely payments, despite having been told by Freedom Mortgage back in XXXX that it would be okay that it was paid early. The agent told me that if I just made XXXX payment, Freedom Mortgage would finalize the modification and it would be done. We agreed to mail the payment ( there was no other way to make a payment due to the status of the account ) but also requested to speak to a supervisor. I proceeded to mail a payment. We were told that a supervisor would call us back. That never happened.
By the time Freedom Mortgage had received that payment, the Loan modification had been denied for failure to complete the trial payments ( once again, we made all XXXX! ), the payment was rejected and sent back to us.
I was finally able to speak to a supervisor at this point who looked at all the notes and things that had happened and agreed that it should not have been denied. He proceeded to escalate the issue and promised a call back within a week. That was XX/XX/XXXX. I have yet to receive a call back from him or any other supervisor.
I did, however, receive a phone call every week from XX/XX/XXXX- XX/XX/XXXX to update us on the status of the account ... and all I was ever told was that Freedom Mortgage was still working on it and would let us know as soon as they had more information. Ive had multiple promises of supervisors calling back ( Not one has ever called ), agents saying the account has put in priority status, agents who say theyll call me if the supervisor doesnt ( no one has ever called me back ), and guarantees that no foreclosure process would be started and that Freedom Mortgage truly was still working on it.
On XX/XX/XXXX, during our weekly agent phone call, the agent I spoke to informed me that the reason all this had happened was that our final trial payment had not cleared and was sent back to us. He told me that if I could show proof of all 3 cleared payments, he could reverse all the issues and fix everything that had happened. I immediately sent the bank statements showing the three cleared payments as well as no returned payments to our bank in the months that followed.
We didnt hear from Freedom Mortgage, with the exception of the normal monthly statements in the mail, for three months after this. I called them at the end of XXXX and was once again assured that they were working on it and we were not going into foreclosure.
During all of this, we were and still are unable to make a payment, our credit is still being dragged through the mud, and have been contacted by the Foreclosure attorneys despite being told that wouldnt happen.
At the end of XXXX, we spoke to an agent who informed us that the underwriters had denied our Loan Modification and the appeal back in XXXX and that in order to proceed we would need to start the process over completely. This was the first time we had been told that we needed to start over. It had now been over a year since the trial payments, we had been told over and over again that they were working on fixing the problem, and that there was nothing for us to do. Not one person before this told us to re-file the Loan Modification application. Thats now over a year of fees, interest, and bad credit reports and despite all of that, we proceeded to do what they asked and sent in a new loan modification application, which was once again denied because according to the agent, their system was unable to read the PDF files we sent in.
We are at a loss on what to do. We just want to keep our house. We have tried making payments and they will not take them. We have tried to do our part to remedy the situation we got into and yet still are unable to get any results. We shouldnt have to pay the fees accrued from the past year and 3 months. Our credit should be fixed. We did our part. We made the payments, signed the papers, and did all that was asked of us. Freedom Mortgage has caused us so much stress and emotional turmoil because of this and it needs to be fixed!
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| 06/22/2017 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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Our property taxes were to be paid out by our mortgage company prior to XX/XX/XXXX. Freedom Mortgage mailed out the first check payable to the Sheriff 's Department, the tax bill was overdue PRIOR to the company mailing out it 's very first payment. The first payment would have been {$940.00}. The local sheriff 's department returned the check due to the fact our tax bill was late, placed in collections and Freedom Mortgage was informed at time by our local sheriff 's department of that fact. What does Freedom Mortgage do but send out at least 3 other checks to the sheriff 's department. However they mailed 2 separate checks one for the property taxes themselves and a second one for the penalties that were also now due. Both checks were returned each and every time again due it the bill being turned over to another department AND because 2 separate checks were written it was deemed 'partial payment ' which they do n't accept. I have called Freedom Mortgage attempting to get this problem resolved on the following dates ( I have called more times than what is noted below, but when I initially began attempting to solve the issue, I did n't record those first few phone calls. ) On approx XX/XX/XXXX Called Freedom Mortgage call Center, spoke with XXXX who assured me she would take care of solving the problem, that she placed our issue marked as " escalated '', would notify her supervisor to get this taken care of, opened a ticket to help expedite our payment. Even with the escalated request XXXX stated the next check will be processed by XX/XX/XXXX. ( obviously past the XX/XX/XXXX due date ) I also gave XXXX the correct department, the new amount due with penalties accured which is now up to {$1500.00} & mailing address the check needed to be mailed to & that the payment HAD to be all in ONCE CHECK otherwise once again, the check would be returned. I also stressed that if they delay payment past XX/XX/XXXX the amount due would also be higher than the current bill. XXXX asked me to call & ask to be transferred to the call center and speak with XXXX as the check should have been pushed through by then. She then asked I call her on Monday XX/XX/XXXX and that our taxes should have had the ONE check sent out by then. On XX/XX/XXXX I once again placed a phone call to Freedom Mortgage, asked to be transferred to the call center & to be connect to XXXX. They said they have several XXXX 's there, they have no way of knowing who I spoke with on XX/XX/XXXX. So this time I get to repeat this whole problem all over again.with a rep named XXXX who 's ID # is XXXX. She pulled up our account, stated the ticket that was created on XX/XX/XXXX had been closed ( which means it 's listed as problem resolved. ). I went through the entire story again to XXXX who assures me that she will open a new ticket, expedite the request, that she will call escrow and push our request through & would make her supervisior aware as well & would place my name " ON HER DESK '' so when she " KEEPS TAB '' on our account so she will remember to check the status of our request. XXXX asked me to call back today XX/XX/XXXX as once again, the check should have been mailed out by then. I called Freedom Mortage again today ( XX/XX/XXXX ) attempted to reach XXXX, no luck. So with this phone call I got to go through the issue again with a rep named XXXX. Who, when pulling up our account did n't have ( or did n't notice ) all the phone calls & requests attached to our account. I explained the issue for what seems like a millionth time. After giving him the info he finally found the information that should have been documented several times over. After being assured that once again our account would be expedited, escrow is in the process of taken care of the payment, I asked XXXX to read me the address that should have already been documented numerous times of where the check will be mailed. Of course, he did n't have that address. Once again, I gave it to Freedom Mortgage. I then asked if it was noted the amount due HAS to be in ONE CHECK NOT TWO and it MUST be received by XX/XX/XXXX otherwise additional penalties would be added. Miraculously XXXX was able to find the most current amount due by XX/XX/XXXX as {$1500.00}. I made it very clear that this problem needs to be resolved ASAP. I also asked XXXX to highlight the CORRECT ADDRESS and PAYMENT DUE needing to be sent as ONE CHECK otherwise we will have to start this process all over again. And, I am exhausted and very frustrated & will not go into XX/XX/XXXX without this being resolved. This evening, my husband called Freedom Mortgage, spoke to a rep named XXXX who stated the same promises we 've heard each time we have called-it is noted, it has been expedited, escrow is currently working on it. My husband asked to speak with XXXX 's supervisor, XXXX stated that would not be possible. My husband requested that a message be taken & delivered to XXXX 's supervisior and for her to call him as soon as she is available. This entire ordeal has been very frustrating. The entire process has been so ridiculous. Not only do we have a lien on our property but Freedom Mortgage 's customer reps have no idea of what 's going on from one phone call to the next. There is no way you can talk to the person you spoke with in your last phone call so the customer is left repeating the exact same information each and every time they call. The customer service reps are completely useless, they have no way of pushing requests through. I am sick of getting the run around from this company. The right hand has NO idea what the left hand is doing. While in the meantime their customer ( who is a veteran of the XXXX by the way ) can do nothing but worry over the thought of possibly losing their home simply due to one their mortgage company being completely inept. Never mind how all this is effecting our credit score. We have no recourse on fixing this problem, each time we call-the phone call can last almost an hour due to have to explain everything over again. The service this company has provided thus far is atrocious. Very, very poor customer service. I am at my last resort in my attempts to get this resolved. Thank you for your time.
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| 02/14/2023 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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On or about XX/XX/XXXX, I started the process to obtain a loan modification. The loan modification is still being worked as of XX/XX/XXXX. On that date I submitted the most recently requested documents to Freedom Mortgages Loss Mitigation Department. I have complied with every request that has been made by the Loss Mitigation Department.
I have completed follow up calls to Freedom Mortgage as well, the last call was placed on Thursday, XX/XX/XXXX, to follow up on the documents I emailed on XX/XX/XXXX. I spoke with customer service representative XXXX, who advised me that the documents I submitted on the XXXX had still not been uploaded to my account. The suspense date for these documents is XX/XX/XXXX. I submitted the requested documents well ahead of the deadline via their email address ( XXXX XXXX XXXX ). I received an auto reply email from Freedom Mortgage stating that the documents were received on XX/XX/XXXX. When speaking with XXXX she mentioned that they ( Freedom Mortgage ) were behind on uploading loss mitigation documents and they were working to get that rectified. I also questioned why the account status was showing as active foreclosure when I am obviously working on a loan modification and have been for over one year. XXXX advised that status would change once the most recent documents submitted on XX/XX/XXXX, were uploaded, however, the foreclosure was initiated prior to the most recent document request with no explanation, as stated previously, there was a loan modification in process since XX/XX/XXXX. I never received anything from Freedom Mortgage stating I had not complied with their document requests or anything that would put the loan modification in jeopardy and move me into a foreclosure. I simply got a letter stating they had started a foreclosure and follow up from their foreclosure attorneys stating the same.
I have complied with every request that was made to me either by phone or by letter from Freedom Mortgage. It is my belief that any foreclosure proceeding should immediately be stopped due to the ongoing loan modification.
Furthermore, I am a disabled veteran and this is a guaranteed VA loan. I have been reaching out to VA to advise them of what has taken place concerning this loan, the loan modification, and the foreclosure. I have called the last 2 days leaving messages with the rep assigned from VA. So, far there has been no response to either call.
In XXXX of XXXX, Freedom Mortgage held virtual appointments to help with getting the loan back on track after a Covid-19 forbearance. I scheduled an appointment and spoke with a representative via a zoom type call. I was advised that because it was a VA loan I was eligible for a VA based loan modification. When asked how long the process would take, I was advised 30-45 days. Here we are over a year later, and not only has the loan modification not been completed, but I am also now somehow facing foreclosure. I have received different information from the representatives every time I call in to check the status of the modification or to follow up on documents I have submitted. At one point, I received a letter from Freedom Mortgage advising of the foreclosure. I immediately called them. At that time, I was advised they started foreclosure and the only way to stop it was to complete a whole new hardship packet which I did that day and submitted via the email stated above. When I called to verify the packet was received, I was advised that they were actually looking for documentation from my daughter, XXXX XXXX, who lives in my home and is a 100 % contributor. The letter sent to me requesting documents did not state the requested information was needed from my daughter and not me, so I sent my information. As soon as this information was clarified the documents needed from my daughter were emailed. As far as I knew the loan modification is back on track.
I have been trying to do the right thing for the past thirteen months. All I want is for this loan modification to be completed so I can afford to make my payment every month.
When I first received this loan I was a XXXX for the XXXXXXXX XXXX working overseas in XXXX and XXXX, making XXXX figures. I wanted the loan modification to reduce the payment which went from roughly XXXX XXXX dollars per month to over XXXX XXXX. I had a great interest rate already. What I explained to the rep on the virtual call was that I was looking for a payment closer to my monthly disability check. Since returning home from overseas I was working a job for XXXX dollars an hour. Going from XXXX figures to this was an adjustment, hence the request for modification. A process that I requested to get help has now put me at risk of losing my home. I just cant understand how that can be.
I am requesting that you contact Freedom Mortgage to verify that I have had a loan modification in process for the last thirteen months. Once you are able to verify that information, I am requesting that all foreclosure proceedings are stopped or withdrawn as they should have been already.
On Saturday, XX/XX/XXXX, I received another letter from Freedom Mortgage stating that if I wanted to stop the foreclosure, I had a list of options to save my home. One of those options was to start a loan modification. On Monday, XXXX XXXX, I received another hardship packet from Freedom Mortgage to be completed. In total I have already submitted two complete hardship packets for my loan. This would be the third. I called Freedom Mortgage both yesterday and today. Today the representative took the time to review everything that had been requested and the documents I had submitted. She was able to verify everything was there as requested on the first hardship packet. She reviewed the second packet I sent on XX/XX/XXXX and found two things that needed correcting but also stated that underwriting has not even reviewed the second packet I submitted as of today. I completed the documents the representative stated were needed for the second packet and scanned an emailed them to loss mitigation by the end of the phone call. Freedom Mortgage currently has everything they required to this point to complete my loan modification.
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| 02/13/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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On XX/XX/2020 I called Freedom Mortgage at XXXX for what in the past has been a simple payoff request which previous mortgage holders & financial institutions have been able to answer during a single call. The experience with Freedom Mortgage was an extreme outlier in comparison. In summary, it required 11 phone calls & several hours of being on hold, being transferred, being disconnected after being on hold for long periods, and conversations with numerous Customer Care Specialists, Supervisors, & Servicing Dept. employees who always stated that they were following procedures and this is the only way Freedom Mortgage can handle this request as well as we are not responsible for our errors.
The first person I spoke to was XXXX at XXXX on XXXX XXXX for payoff on XXXX XXXX. She informed me that the only way I could receive a payoff was to request it by phone and that I would receive an email ( to the only email address which Freedom Mortgage has on file for my account ) 3 days later on XXXX XXXX with the payoff amount & wire instructions and the per diem rate is {$45.00}. If I paid later than XXXX XXXX then all I would have to do is add the amount for additional days.
I did not receive an email from Freedom Mortgage on the XXXX so on XXXX XXXX I called the number again & was connected with XXXX ( sp? ). She said according to the records an email was sent to me. I told her that I never received it but I have received all the junk emails which Freedom Mortgage had sent out in the last few days and that they must have sent it to another email address instead of the single correct address on file with them. She said she would expedite the request to resend the email and first told me it would be resent to me on Saturday, XXXX XXXX. She then put me on hold to do the expedite ; when she came back on the line told me it would be sent the morning of Mon. XXXX XXXX. I then filed a complaint with XXXX on XXXX XXXX but to date have not received a reply.
XXXX XXXX XXXX I called again as I had not received an email & was connected with XXXX. She told me I could request online for a specific payoff date and that once requested, I could logon 30 min. later & look in the Statements section to find the payoff. I did the online request ( there was no option to enter a specific payoff date ) then checked back about 50 min. later and found the statement. I was shocked to see that the statement was generated for a payoff date one MONTH later & the statement included not only interest which would accrue for a month but also late fees of {$96.00} ( which did not exist ) in addition to two fees/charges for {$30.00} each. Apparently one of them was for the email which I never received. And below the payoff info. was a statement that if a wire was received for anything less than the full payoff amount in the statement that it would be returned.
I called again & was connected with XXXX # XXXX. She told me that I would not be charged for either the late fees or the {$60.00} of other fees & that I could disregard those in making a payment. She also said any amount in excess of the full payoff would be refunded. I then asked to speak with a supervisor who just transferred me to the servicing dept. After being on hold for abt. 40 min. the call was disconnected.
I called back immediately & spoke with XXXX # XXXX who put me on hold then transferred me to XXXX in servicing. I asked him why I had never received the email and he checked and found that someone at Freedom Mortgage had made a mistake and it had been sent to an email address which is not mine. I told him that it is outrageous the company would send a payoff statement for a date a full month away and he stated that it was according to company procedures. It is incredible that in 2020 the process of receiving a simple payoff amount is so antiquated at Freedom Mortgage. And the process can be as simple as taking the XXXX XXXX date ; adding 19 days of per diem & the recording fee. I first asked him what the company would do to make up for their mistakes which prevented me from sending the wire on XXXX XXXX ; he said he would check on escalation to see if I could make the payoff as of that date & he put me on hold. When he came back online he said that it would be impossible for me to make the payment for that date and that he could not send the XXXX XXXX payoff document to me as it was now invalid. I said that the mistakes Freedom Mortgage employees had made would cost me at least an additional {$270.00} and asked what Freedom Mortgage could do to compensate me. He said the company could not do anything and they were only following procedures. I asked him if the company took any responsibility or liability for their mistakes & he would not respond which effectively means NO. I then asked him for the exact payoff for XXXX XXXX & that I would be able to send the wire that day ; he said that payoff info. was provided by another department and that they would be unable to comply even after I pointed out how simple the calculation is. I then told him I would do that simple calculation and send the wire f ( which I did that day ) and asked him if the wire was more than the actual payoff, would Freedom Mortgage refund that excess and if so, how long would it take the company to refund it and would I receive interest on the excess. He told me it would take the company at least 14 days to issue a refund and there would be no interest.
It appears that the Customer Care Specialists & servicing department employees are either poorly trained or the company procedures direct employees to delay payoff as long as possible so Freedom Mortgage can continue to receive interest. In checking recent complaints against Freedom Mortage with the XXXX XXXX XXXX XXXXhere are numerous similar issues with poor customer care and misleading or incorrect information.
On XXXX XXXX, 2020 I mailed a letter regarding the above to the XXXX, XXXX XXXX ( along with the call logs ) to their HQ address in XXXX XXXX, NJ in which I stated I would be filing a complaint with the CFPB To date I have not received a response.
I can provde the phone logs to CFPB if needed.
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| 05/03/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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Application date : XX/XX/XXXX with Freedom Mortgage after receiving a solicitation for a refinance from Freedom/XXXX since they merged last year. XXXX was my existing loan servicer.
It took at least 6 weeks to get the loan in front of an underwriter, which, is understandable with the current economic situation. I work for a mortgage lender, and audit underwriters, so I am familiar with volume and expectations. However, I am also aware of what is required to complete a rate/term refinance as far as documentation goes. Upfront, I provided the requisite paystubs and w2s. No assets were needed as I was receiving a minimal amount of cash back. The loan received unnecessary conditions - they either were not needed or they were something that typically is not required from the borrower. After multiple scripted messages about no movement in my loan status, I finally received an email regarding missing items on XX/XX/XXXX. The email gave me 24 hours to produce documents after it had taken 6 weeks to even have someone review my loan. The one condition they needed from me was a Deed of Trust. Which makes no sense. When I asked them WHY they needed this, they advised it was because my title is vested in a trust. It most certainly is not and never has been. A Deed of Trust is recorded in NC because NC is an attorney state. The attorney is considered a trustee for the lender. I advised them of this, and told them they could get it online with the county as necessary, and then I did the " legwork '' with the county online myself just to expedite my loan. I spoke with my MLO and emailed with my MLO repeatedly, to no consequence. Each time I was told that my concerns would be escalated and received nothing from any management level. Days later on approximately XX/XX/XXXX, I received another request to provide the lender 's title insurance policy. This is not something any lender would require from a borrower. Most borrowers don't even understand what this is. But, again, to expedited my loan, since I know what a lender 's policy is, I reached out to their partner, XXXX and made a request to obtain it. I still have not received that to date. I inquired as to why Freedom and XXXX can't work together to obtain this information since they are now the same lender, and received no response. Luckily, I have a contact at the closing agent from my prior refinance who put me in touch with the title company itself, and I successfully got the lender 's policy info within about 2 days. I am sickened to think what would happen to a borrower who isn't familiar with mortgage and who would potentially still be waiting if they'd had to simply wait on XXXX to get them a document for something that honestly shouldn't even need to be provided. After all of this lunacy, and another week of non-responsiveness, I escalated to a complaint department for Freedom Mortgage. All people I spoke with previously advised me that they have no escalation department. This was surprising, since every lender I've ever know has some type of escalation/compliant resolution. I must commend Freedom on their website, because finding a phone number for compliant escalation required diligence and searching on par with that of an FBI agent. But I did find it!! And I spoke with a representative who seemed to brush over my concerns about the overall process and just state that he would " work to get the loan clear to close '' as quickly as possible since that's most important. I finally received a clear-to-close on XXXX. I received electronic Closing Disclosure to acknowledge on XXXX. When I viewed the disclosure, I noticed that I was getting approximately {$790.00} back ( due likely to the fact that I did correctly continue to make my mortgage payments during this entire process ). I wrote my customer representative and initially asked if I could have that reduced. HOWEVER, I wrote back later the next day on XX/XX/XXXX and advised the customer representative and MLO that I decided to leave the loan amount alone, no need to reduce it. And advised that I acknowledged the XXXX electronically at loan amount of {$230000.00}. The closing was scheduled for XX/XX/XXXX. On XX/XX/XXXX, a mobile notary came to my home. We started executing disclosures. The attorney had the incorrect county EVERYWHERE on docs. And then, to my surprise, came the XXXX for a lower loan amount of {$230000.00}. WELL, THAT WAS INTERESTING. Because I thought it was the law that the lender is required to re-disclose when a loan amount changes. Especially since it was NOT at my request. When I emailed my customer representative and MLO about the discrepancy later on XX/XX/XXXX, no one replied. I emailed again on XX/XX/XXXX, with no response. And again on XX/XX/XXXX, with no reply, this time, including the compliant representative. I again, received no responses. Finally, on XX/XX/XXXX, the final day of the rescission period, I got an email response and a phone call from someone in the Closing department. They did note that it should have been redisclosed. He stated " well, sometimes fees change ''. BUT NO FEES CHANGED. The loan amount changed. They executed a principle reduction without disclosure of such to me, the consumer. Not only that, but he said " we'll make this right - maybe by sending a gift card. '' Um, sorry. That would be considered bribery, and also, you know, still illegal because the loan should have been redisclosed. The closing representative also advised that, since my lock expires on XX/XX/XXXX, they could not re-close the loan because the lock would not cover another segment of closing/rescission/funding. And he advised that there would be a cost incurred to me for extending the lock at that point. As if this weren't bad enough to this point, now I was being advised that Freedom will charge ME in my rate or pricing, to re-close the loan that they XXXX up and didn't disclose properly. I emailed the escalation/complaint representative one more time on XX/XX/XXXX, and have gotten no replies. No calls. No emails. The loan closed and I was in a bind for whether or not to rescind, so, it funded and that's all they're concerned with.
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| 01/22/2024 |
Yes |
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- Trouble during payment process
- Escrow, taxes, or insurance
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Web |
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Freedom Mortgage Corporation acquired my loan from XXXX XXXX in XX/XX/XXXX. My monthly mortgage payments prior to transfer were approximately {$1400.00} per month, with {$400.00} of that being paid to escrow. In XX/XX/XXXX, I paid the XX/XX/XXXX bill due to Freedom Mortgage in in the amount of {$1400.00}. On XX/XX/XXXX, Freedom Mortgage sent me an Escrow Analysis indicating a shortage of {$1100.00} in escrow and a new monthly mortgage payment of {$1600.00} that would be billed effective XX/XX/XXXX. In the analysis, Freedom indicated the shortage amount of {$1100.00} consisted of a Required Minimum Balance of {$590.00} minus and a Projected Minimum Balance of ( {$510.00} ) equating to {$1100.00}. Freedom indicated my new monthly escrow payment effective XX/XX/XXXX would change from {$400.00} to {$450.00}, in addition to a {$91.00} shortage spread. This in addition to my regular principal and interest of {$1000.00} would be {$1600.00}.
On XX/XX/XXXX, I emailed Freedom Mortgage Customer Service as well as the XXXX, XXXX XXXX, and requested information on my escrow. I asked that they advise how they calculated the shortage and spread, as well as why my escrow indicated a balance of {$2.00} when I paid XX/XX/XXXX which included {$400.00} to escrow. I also asked why XXXX Mortgage indicated an escrow balance transfer of {$390.00} to Freedom Mortgage and why it was not also reflected in the escrow balance. I indicated even if Freedom did a reversal of the initial transfer of {$390.00} back to XXXX, it should not have come from {$400.00} I remitted for XX/XX/XXXX. I requested they rectify all discrepancy in the initial analysis and send a new escrow analysis to me by XX/XX/XXXX. On XX/XX/XXXX, a representative from Freedom called me and began to detail how the costs were calculated. In multiple instances that representative provided incorrect calculations. I informed him my annual homeowners insurance was changed to a new carrier effective XX/XX/XXXX and was over {$500.00} cheaper so their calculation was incorrect. I requested he email or mail me a breakdown of all escrow figures, including detailed breakdown of shortage and required minimum escrow balance. He agreed he would but that has not been done. On XX/XX/XXXX, I receive an email from Freedom Mortgage that was attempted to be recalled. It was a duplication of the exact same initial escrow analysis ; however, they were sure to note it would be advisable for me to remit any homeowners premium refund received from the prior carrier to Freedom Mortgage to replenish my escrow account. This is misleading since their policy indicates XXXX ) any additional escrow paid in will not reduce mortgage payment billed amount back to what it was and XXXX ) any attempt to pay escrow shortage in full would not reduce mortgage payment back to what it was. This policy is also in conflict with their analysis which indicates specific mortgage payment amounts based on how much is paid back into escrow.
On XX/XX/XXXX, I emailed Freedom Mortgage Team and XXXX XXXX XXXX, to remind them I had not received the info previously requested. I let them know that upon logging in to make my XX/XX/XXXX mortgage payment, I saw a new Escrow Analysis reflecting a shortage now of {$2300.00}!! vs. initial {$1100.00}! In addition, the new mortgage premium billed for XX/XX/XXXX was now {$1500.00}!! vs. {$1600.00}!!. I explained I was confused as to the new escrow shortage, required minimum due and spread calculations. I also question how a higher escrow shortage can equate to a lower monthly mortgage payment. I informed them at that point their company was simply throwing out random calculations with no transparent accounting to justify their analysis and billing. I again requested the same info- a detailed breakdown of the escrow shortage and required minimum calculations but this time for both the initial and revised analysis. I requested a detailed accounting of the {$390.00} escrow discrepancy from the XX/XX/XXXX payment remitted. I also requested they reflect all escrow payment detail from the prior mortgage holder on their analysis as is incorrectly reflects no payments for all of XXXX.
I purchased my home in XX/XX/XXXX and have made payments in advance since acquiring my loan and have never been late. My initial mortgage was with XXXX XXXX. They transferred it to XXXX Mortgage in XX/XX/XXXX and XXXX Mortgage transferred it Freedom Mortgage in XX/XX/XXXX.
It is my opinion, Freedom Mortgage is intentionally acquiring specific loans based on specific demographic in order to manipulate the accounting and raise escrow thereby raising mortgage payments and ultimately forcing individuals to default on their loans. Given my loan is now at $ XXXX ( purchased at $ XXXX ) and my home value is estimated at $ XXXX, there is a significant amount of equity. Given my loan was issued with a XXXX XXXX interest rate, and that interest rate is nowhere to be found in the current U.S. economic environment, Freedom Mortgage and XXXX XXXX know it's unlikely a customer would refinance their mortgage loan. In addition, since the loan is FHA, and FHA changed the rules requiring homeowners under FHA to maintain escrow with the mortgage holder, it permits predatory lenders and bad actors like Freedom Mortgage to continue intentionally cause customers to default. Freedom Mortgage, along with partner companies in crime like XXXX Mortgage and some other non-bank lenders, are leveraging loopholes in FHA mortgage loan requirements and other loan types to cause intentional financial hardship, default and foreclosures to customers in order to obtain and sell the property for themselves. I require Freedom Mortgage to provide a fully detailed breakdown of how they calculated the escrow shortage and minimum escrow balance across both the initial and revised escrow analysis of my account. I require Freedom mortgage to give a full account of the {$390.00} discrepancy of {$400.00} escrow paid for XX/XX/XXXX. I require Freedom Mortgage to provided detailed accounting on all payment detailed they would have received from XXXX Mortgage prior to and during mortgage transfer.
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| 12/12/2019 |
Yes |
- Mortgage
- Other type of mortgage
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Web |
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In late XXXX/early XXXX, we received a mailing from Freedom Mortgage, a company affiliated with our current mortgage holder, XXXX XXXX. The mailing stated that Freedom works with current XXXX customers to reduce their interest rate and lower their monthly payments.
On or about XX/XX/XXXX, we spoke with Loan Officer XXXX XXXX. XXXX asked us some general questions ; are we married, do we own the home ; is it our primary residence, etc. He asked no questions related to the style of home we live in.
We had some email correspondence clarifying some questions and concerns. XXXX clearly stated that if we started now, that we would likely close in XXXX and that instead of making my XXXX mortgage payment on the XX/XX/XXXX, we would be bring with us to closing the interest and taxes as our payment ( Exhibit 1 ).
On or about that same date, XXXX sent us the Loan Estimate ( Exhibit 2 ). After reviewing the estimated documents, we entered into an agreement with Freedom to move forward with streamline refinance. After XX/XX/XXXX, XXXX never willingly contacted us again, with the exception of 2 auto-generated form emails.
On XX/XX/XXXX, we received an email statement from our current mortgage company, which included the requested payoff quote ( Exhibit 3 ). As this would be a normal step in the process, we assumed that everything was moving forward accordingly.
On XX/XX/XXXX, I received a call from XXXX XXXX, a Customer Advocate for Freedom Mortgage. During this call it was discovered that XXXX had provided me with wrong information. During my XX/XX/XXXX call with XXXX, he told me that I would need to provide a Utility Bill that showed my address. I disclosed to XXXX that we do not get mail delivered to our physical address ; everything goes to our PO Box . I explained the reason and XXXX said " that is not a problem - worst case we will have you send a letter explaining why you don't get mail at your physical address ''. Turns out, that was a problem. Freedom Mortgage stated that in order to proceed, I had to provide a utility bill that had my physical address as my mailing address. They would not accept a bill that showed " for service at '' and then my physical address. Ok. Fine. We worked with our utility company and made the change and sent the utility bill over. That was accepted by XXXX on XX/XX/19. I have had no additional communication with XXXX since that time ( Exhibit 4 ).
On XX/XX/XXXX, I received a auto-generated form email from XXXX XXXX ( Exhibit 5 ). This email contained documents that required our signature. One of the documents was the Closing Disclosure ( Exhibit 6 ). This Closing Disclosure specifically states " This form is a statement of final loan terms and closing costs. Compare this document with your Loan Estimate. '' This Closing Disclosure stated that closing would take place on XX/XX/19, with the loan funding on XX/XX/19.
On XX/XX/XXXX, in the later part of the afternoon, I received a call from XXXX XXXX ( unsure of her role -- maybe the loan processor?? ). XXXX explained that either XXXX entered the property detail incorrectly or he failed to ask the proper questions to establish what type of property we own ( we have a manufactured home on the property ). Because it is a manufactured home, they would need to reopen title, which would then require the title review and the legal department to review. This would delay the closing a few weeks.
I asked if this would change the Closing Statement that I received. It was at this point that I found out that Freedom Mortgage does not consider the Closing Statement that they sent me Final, as it is not " Final '' until closing. Of course, nobody called me to explain this to me. I had the Closing Statement for almost 2 weeks before a single person reached out to me -- and they only reached out because a mistake was made.
At this same time, XXXX asked XXXX XXXX to reach out to me to explain things. He called me and basically accused me of lying, as " surely he explained these things to me '', even though I had not one single personal communication from XXXX in almost a month. However, of specific mention, on XX/XX/XXXX, XXXX put in writing that the closing team should have gone over the closing disclosure information and apologizes for that they did not. Further, he admits that he did not confirm the property type with me and that he should have ( Exhibit 7 ).
I have had numerous email messages with XXXX and her supervisor, XXXX. Of most importance, is the email from XXXX on XX/XX/XXXX in which she admits that Freedom Mortgage input the property type from the beginning and apologizes for the way my " file '' has been handled. Then again on XX/XX/XXXX, XXXX apologizes for for the times that I did not receive the level of service that I deserve ( Exhibit 8 ).
XXXX and XXXX both assured me that the would keep me informed of the progress. However, on XX/XX/XXXX, the Title Company reached out to me asking for additional information. I had no idea that that title company had sent an email, as the email landed in my Junk Folder. Neither XXXX or XXXX attempted to contact me in any form on XX/XX/XXXX to let me know about this development ( even though they said they would keep me updated as to progress ). It took them almost 1 week before they reached out to me, wondering why I had not responded to the title company. Had they let me know to watch for an email, I would have watched for it and would have looked at my junk folder. I would not call this keeping me up-to-date or informing me of progress ( Exhibit 9 and 10 ).
At this point, I have no idea if the loan will close or how much this is costing me. So far, it has cost me an additional {$900.00}. XXXX and XXXX are telling me that they can not provide me with an updated Loan Estimate, as they need me to make my XXXX house payment first ( cost : {$3000.00} ), but this is the one that XXXX said would only cost me ( {$2100.00} ). XXXX was able to get me a Loan Estimate within an hour of me stating we wanted to move forward, but it is going to take XXXX a few weeks??
I have some serious doubts ... ....
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| 08/26/2017 |
Yes |
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Web |
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I sold my home and paid off my loan in full through Freedom Mortgage, the closing date was XX/XX/XXXX. After payment was taken in full and I no longer had an escrow through Freedom Mortgage, I was owed money out of escrow for a total of {$680.00} for overpayment. I received this check and deposited it into my account with XXXX XXXX on XX/XX/XXXX.
On XX/XX/XXXX Freedom Mortgage deducted a payment from my XXXX XXXX bank account of a total of {$620.00}, this was my normal amount for my bi-weekly mortgage payment through Freedom Mortgage. Despite my loan being paid in full and my account closed with the company, they still deducted my mortgage payment. I contacted them several times between XX/XX/XXXX and XX/XX/XXXX regarding this refund they owed to me.
I called the company on XX/XX/XXXX in regards to the check, they told me that they sent the check out at the same time as escrow check. I received the escrow check but never received the check for the mortgage payment taken out of my account. I was told to watch out for the check another week or so and contact them again if I do n't receive it.
On XX/XX/XXXX I contacted Freedom Mortgage again and spoke to a woman in regarding the check. She told me that in their system said the check shows it had not been cashed yet. She said that she would put a stop to that check and put a ticket in to re-issue a new check of the same amount. I was told that I would hear back from them by XX/XX/XXXX about the re-issuance of the new check. I never received a phone call about this.
On XX/XX/XXXX I called back and spoke with a teller named XXXX ( teller ID # XXXX ). She explained that their system showed that check had been returned to them because it was not cashed yet. She confirmed that the address they had on file was correct, and it was my correct mailing address on file. She told me that they will send a new check no later than XX/XX/XXXX. I still had not received the check so I called back on XX/XX/XXXX ( do not remember the name of the teller I spoke with ), they had told me that the new completion date for this check to be sent out was now XX/XX/XXXX. They also confirmed that in their system it showed the check for {$620.00} had still not been cashed.
On XX/XX/XXXX I spoke with XXXX whom is a supervisor at Freedom Mortgage. He told me that their system now shows the the check for {$680.00} was cashed on XX/XX/XXXX and requested a copy of the check and proof it was deposited from their financial department. I asked how it was cashed back in XX/XX/XXXX when I have been calling several times and each employee had told me that in their system this specific check showed that it had not been cashed yet. He had no answer for me and just let me know that they can not do anything about it since it 's been cashed.
I called back on XX/XX/XXXX and spoke with XXXX ( employee ID # XXXX ), and she verified that their system shows that the check was cashed on XX/XX/XXXX in their system ( Check # XXXX ). I had not yet received the proof that it was cashed or a copy of the check from the company, she told me that she was going to email a few people to try and get that as soon as possible. They were already gone for the day so she notified me that she will call me back the next day once she 's heard from them. I received the copy of the check on XX/XX/XXXX. The information on the document was a copy of the front and back of the check, and information of what account the check came out of but no information of where it was deposited into or with what bank. The signature on the back of the check was my name, but not my signature.
On XX/XX/XXXX XXXX called me back and she asked me to email her the copy of the check that the financial department sent me so that she can begin looking into it for me. I emailed her the copy of the check shortly after we spoke on the phone. She called me back on XX/XX/XXXX to notify me that she did receive the copy of the check that I emailed her. She told me that she will look into it further because it looks a little odd since normally there is information on the check as to where it was cashed or with what bank, she let me know she will update me once she gets more information on this check.
On XX/XX/XXXX I called the company back since I had n't heard from XXXX in a while and I spoke with XXXX. He explained to me that they have it in their system that a copy of the check was sent to me for the {$680.00} check and not the {$620.00} check. He said he was going to open up a ticket to have the check researched for the {$620.00}, and see if they will be able to provide me with any further information as far as what bank it was cashed at and everything. He let me know he would have his supervisor call me back as I requested to have confirmation that it is being researched and notified as to their findings. He told me it will be completed by XX/XX/XXXX, but I requested it be completed sooner since I have been calling about this for so long and I do n't have an mortgage with them and they never sent me the check. He than called me back the morning of XX/XX/XXXX to let me know that his supervisor just told him to have me notify the police in regards to the check being cashed not by me and that they will not be able to do anything about it. He also notified me that all of the notes in their system now say that every time I called they told me that the {$620.00} check showed it was cashed in their system the whole time. I explained that every time I called they did NOT tell me it was cashed and I was told there was a stop on the check back in the beginning of XX/XX/XXXX ( which was after the check was supposedly cashed ). I notified him that I will be filing a complaint with the consumer finance about this as I feel that I have been lied to multiple times and i 'm not even sure they sent the check in the first place as I should have received it the same time as the other check since they were mailed out at the same time. I have still yet to have heard back from them in regarding the research on their part for the {$620.00} check.
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| 08/20/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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On XX/XX/2020, when applying for a refinance loan with my credit union, it was bought to my attention that my credit report showed a " Current under Forbearance '' status, which I was unaware of.
When I called that day to discuss this with Freedom Mortgage, I spoke to a representative and told her that I did not request to be on the forbearance program and that I needed to receive something from them to show that I was not and that my payments had all been received as agreed. The agent said that I wasn't her first call received about being on a forbearance plan and not having asked for it. She told me that the plan was in place and was set to renew within the next month, I told her by no means was that to happen and that she needed to remove whatever they put in place immediately, she said she did. In addition, she sent me the mortgage history letter showing all of my on-time payments as well ( see attached ).
I sent that to the credit union, they accepted it at first, however now, they are requesting that I send them another letter from Freedom Mortgage that states that I " did not participate in the forbearance plan and that all my payments were paid as agreed! '' I called today XX/XX/2020 to ask for that letter and in return I was told that the only letter they could send was the same one listing the payment history and that they would actually be sending another letter that states that I did INDEED participate in the program. When asked HOW they came to this conclusion, they informed me that on a phone call with one of their agents on XX/XX/XXXX, I gave my consent for them to participate in the Forbearance program. I DID NOT.
As the gentleman, XXXX # XXXX let me know more details about the notes/call - I began to remember it clearly. I know that it was one of those payment reminder calls, I think they called me first and I called back or I answered when they called. At any rate, I remember the young lady telling me about what they were doing for folks, it was in early XXXX so full lockdown and quarantine time. I listened and asked questions about the details and about what the impacts would be and even to see what kind of specifics were in place for my kind of loan as opposed to the other types. I recall going through all that discussion and then having the young lady tell me that she could send me information and a form to complete to request to participate in the program. I agreed to allow her to send me the form.
Now based on what XXXX says me agreeing to receive the paperwork was considered me agreeing and consenting to participate in the program. I told him NO SIR, that was NOT the case, because I was NOT informed that agreeing to have the packet sent was signing up for anything more than having the packet sent. I was not read any disclosures that I had to agree upon or consent to on that call. AND to top it off ... the forms/packet was actually NEVER sent nor received, nor completed, nor returned by me!!!
After speaking with XXXX, I next spoke to XXXX # XXXX in the Loss Mitigation Department - she confirmed once again that the only reference they had was a note by the agent that during a phone call the forbearance was consented to and that they had a reason that was due to " reduction in pay ''. I was floored at how this agent took pieces of our conversation and went forward in processing this forbearance without my consent and using pieces from the conversation at her selecting. I was also told by XXXX that at one point in the early COVID days, they were requiring the customers to complete and send in the forms once completed in order to participate in the program. I would definitely say, per my experience and phone call ... it was during the " YOU MUST SEND IN THE FORM '' PERIOD. However, later in the season, they started doing the consent over the phone right away.
At the end of the day here it is ... very basic ... it was NEVER DISCLOSED TO ME that by engaging in that phone call conversation and agreeing to receive that information in the mail ( that I never received ) that I would be automatically placed into a forbearance status. That was not ever my intention, nor did I consent to it verbally or in writing. My inquiry and/or telling you my entire life story should not have been misinterpretted into something this serious, I left that phone call feeling informed, nothing more nothing less and paid my payment within the next couple of days just like I normally do.
Today, I looked on the Freedom Mortgage website and saw/downloaded ( see attached ) the form that is being used to agree to the forbearances. This is the statement that is at the end of the form and requires a signature : It is called the BORROWER ATTESTATION " By signing below, I attest that I am experiencing a financial hardship due to XXXX which is, directly or indirectly, impacting my ability to make my mortgage payments and would like to proceed with the establishment of a forbearance plan agreement on my above-referenced loan. '' Again, I never signed anything or consented on a phone call or had anything read to me with these words and/or statement!
Time is of the essence here, I am about to potentially lose my refinance opportunity due to this situation. Yet, Freedom is forcing me to write them a letter asking for this to be investigated and for me to initiate them proving that they put this in place without my proper agreement/consent/full disclosure notification. I need this resolved right away.
I want that " Current under Forbearance '' status removed from my credit history immediately and I want a letter stating that I DID NOT PARTICIPATE IN FREEDOM MORTGAGE 'S FORBEARANCE PROGRAM and that my payments have been paid as agreed!!
Please help me, times are bad enough and people who really need this program could be missing out because they are fraudently putting folks who didn't request to be on the program ... on the program. I praise God that these programs are available, but this situation is unfair and has caused me undue harm and frustration.
Thank You
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| 01/24/2023 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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To whom this may concern, This complaint is in regard to my current Mortgage Company, Freedom Mortgage. As it appears when creating this complaint, you have received several of the same. I want to start out by saying my wife lost her job during COVID in XXXX. Because of this, we were left with a choice ; enter a COVID forbearance plan or lose our home. Of course, we decided to join a forbearance plan available to us provided by Freedom Mortgage on XX/XX/XXXX. I want to be clear to say that prior to this we have had nothing but great experiences with Freedom Mortgage. After my wife found a job, and we were stable enough to continue payments, we decided to get out of the forbearance plan and continue payments in XX/XX/XXXX. On that day that we notified Freedom Mortgage of our decision to continue paying our mortgage we were advised of programs that were available to us to bring our mortgage account current. After, we were asked which of these programs would we be interested in. One of the programs I was advised I could take a part of would essentially bring my account current, KEEP MY CURRENT INTEREST RATE, and cover the amount that we owe ( from not paying since XXXX ). The individual told us on the phone that the process may take some time. And, Freedom Mortgage may require documents. So, the Customer Service Rep made sure to inform us that once those documents are requested, to send them in as soon as possible.
Several months on XX/XX/XXXX the following documents were requested, proof of income for me and my wife and bank statements. Those documents were sent in via email ( preferred method by Freedom Mortgage ) on XX/XX/XXXX. Later, I reached out to Freedom Mortgage who advised that the documents were not received. Noticing that I did not attach my pay stubs, I sent them my pay stubs for the past 60 days and my wifes Tax Form 1099. To give some context, my wife is a XXXX and does not receive a pay stub. However, according to Freedom Mortgage, Tax Form 1099 can be used as proof of income.
Again, I reached out to Freedom Mortgage who advised that they have needed a letter of explanation explaining why my wife does not receive a pay stub. On XX/XX/XXXX, I sent them my pay stubs for the past 60 days, bank statements, a letter of explanation and my wifes 1099. Later, I called again, and Freedom Mortgage again stated that they have not received the requested documents. They also added that they would now need Tax Form 4506-C. So, on XX/XX/XXXX, I sent them the Letter of Explanation and a completed Tax Form 4506-C. This time, I sent the documents via email and uploaded the documents to their website under the correct loan number. I again called Freedom Mortgage to receive an updated on the Loss Mitigation process. Again, they advised they did not receive the requested documents. Again, I sent ALL requested documents via email and uploaded these documents to their website on XX/XX/XXXX. Once again, I called Freedom Mortgage, and they again advised that they did not receive the requested documents. I resubmitted all documents again on XX/XX/XXXX.
At some point in the month of XXXX, I spoke with an Escalation Manager who sent a note to the underwriters listing the dates in which the requested documents were emailed and uploaded. I had to request this assistance twice from two different individuals. Of course, due to the amount of time that has passed, I was advised to send in updated pay stubs and banks statements which I did on XX/XX/XXXX. I then contacted Freedom Mortgage in XXXX in reference to an update. This time, they requested I complete a XXXX XXXX XXXX and updated Bank Statements and pay stubs. I sent those documents on XX/XX/XXXX via email and uploaded to their website. Finally, some time in XXXX, I was notified that my Tax Document, 4506-C, was filled out incorrectly and needed to be resubmitted to be accepted. That, among other updated documents, were sent on XX/XX/XXXX.
At that point, Freedom Mortgage finally stated that they have received all my documents and will soon make a decision. About two weeks later, I would call Freedom Mortgage to get an update on the process. To my surprise, not only did my interest rate increase ( 2.3 % - 6.75 % ) my monthly payment would also increase from {$1400.00} - {$2100.00}. I was also expected to pay this balance on XX/XX/XXXX. At this point, I have absolutely no words to describe the frustration and anger I felt at this moment. I have tried several times to resolve this issue with Freedom Mortgage with the previous calls to no avail. Freedom Mortgage was resistant to assist me in keeping my interest rate.
Feeling as if I had nowhere else to turn, I contacted Veteran Affairs ( VA ). At this point, the VA informs me that the initial Loan Modification I agreed to in XXXX, DOES NOT REQUIRE ANY ADDITIONAL DOCUMENTS. Further, he explained that the particular loan modification expired on XX/XX/XXXX. Therefore, the VA was no longer accepting applications for said Loan Modification and explained that whatever change was sent to them by the Mortgage Company, they would approve. Unfortunately, the VA is unable to resolve the issue as Freedom Mortgage controls the interest rates.
Heres my complaint, I find it beyond suspicious that Freedom Mortgage was unable to locate my documents until after they could raise my interest rates. What made matters worse, at some point during this process my account became delinquent. The reason for this was because they " did not receive requested documents ''. The only resolution to this issue to give me my original interest rate of 2.3 % and decrease my monthly payment. It is absurd to think that an individual who has XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX, is essentially being scammed by a mortgage company he trusted. I am honestly not sure what results I can obtain from this complaint. However, I hope to receive not only answers from the company but, the results I am seeking. I have attached all communication to this complaint.
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| 08/06/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I sent an initial letter to Freedom Mortgage on XX/XX/2022 by US mail regarding Loan number XXXX requesting cancellation of PMI. I started the process of a refinance with Freedom Mortgage on XX/XX/2022 with XXXX XXXX, XXXX, signed my initial loan documents and made my appraisal payment also on XX/XX/2022 through the online process. The appraisal was scheduled for XX/XX/2022. The appraisal was complete on XX/XX/2022 and updated appraisal on XX/XX/2022 which consistently showed the value of my home as {$850000.00}. On XX/XX/2022, I sent XXXX XXXX and XXXX XXXX an email to expressly withdraw my application due to the climbing interest rates and avoid creating additional debt.
I contacted Freedom Mortgage on XX/XX/2022 to get an understanding of the status of my request sent XXXX. I was transferred to XXXX XXXX, who was not clear that I had started the refinance process and Freedom Mortgage should have access to my appraisal and he would provide to the appropriate department. He still requested that I provide a copy of my appraisal. I provided a copy of my appraisal on XX/XX/2022, on the recorded line he recommended I call back on Friday XX/XX/2022 for an update. I emailed XXXX XXXX XX/XX/2022 to get an understanding of the status and there was no response. I emailed XXXX XXXX again on XX/XX/2022 and still no reply. I contacted Freedom Mortgage via telephone XX/XX/2022 and made the representative aware that I had not heard back on my request from XX/XX/2022 and Freedom Mortgage was in receipt of my appraisal. I stated no one was getting back to me and I would contact the CFPB to ensure there was a response. She then had a sense of urgency and told me this would be escalated and someone would be in touch.
On XX/XX/2022 XXXX XXXX ( XXXX ) XXXX XXXX contacted me via phone. He told me XXXX XXXX was no longer with Freedom Mortgage and thats why no one had contacted me. XXXX stated, his manager who would be in on Monday and they would review the details and provide a resolution by the end of the week. If you listen to the recorded call, I tell XXXX XXXX, that Freedom Mortgage is in receipt of my appraisal which I provided to XXXX XXXX, however I had started a refinance with Freedom Mortgage and I should not have needed to provide as they were already in receipt of the appraisal. As a XXXX, XXXX XXXX by profession I expected Freedom Mortgage to comply with the Homeownership Protection Act. XXXX XXXX assured me on that recorded call they would identify a resolution and someone would get back to me by the end of the week.
When there was no response by the end of the week, I contacted on XXXX XXXX at ( XXXX ) XXXX on XX/XX/2022, and he told me he was on a recorded line. He validated my identity as required and told me he was unable to contact me because he wife was in a car accident on that Thursday and he had to be out of the office for two days. He then proceeded to tell me that he spoke with someone and they told him that Freedom Mortgage can not use an appraisal from an appraiser that I XXXX or found on the internet. This upset me as a consumer and this identified incompetence in the staff at Freedom Mortgage. I stated to XXXX this was unacceptable as my refinance was with Freedom Mortgage and they ordered the appraisal. XXXX stated on the recorded line that he did not know that, however we had that discussion the prior week and he should also have access to these details ( listen to recorded call from XX/XX/2022 ). I told him Im tired of the excuses. I received excuses that I wasnt contacted because XXXX XXXX was no longer with Freedom mortgage, now Im being told that Ive XXXX the appraiser or got offline which is not fact based. Again he stated he didnt know that. He stated again, that he told me his wife had an accident and he wasnt able to get back to me. I made XXXX aware that his personal matters are not my concern as a consumer and I should not be subjected to those details nor do I have responsibility to reply to his personal matters or show concern. It is not my responsibility to care about his personal affairs as a consumer and Freedom Mortgage should be training their staff to not burden consumers with those details. It is unprofessional for any employee to have this type of communication with a consumer. He should have stated, he was out of the office and apologized for the delay without any personal details. I then reminded XXXX of my profession and told him I would be contacting CFPB as Im clear they are concerned with consumers request being addressed and will not take lightly to these excuses. He became upset and said, if you do what you say you do, then you would understand. It was clear he was upset that I did not show empathy for his personal circumstance and began typing franticly which again was unprofessional. XXXX XXXX should be reprimanded for this type of behavior. I have every right to be upset that Freedom Mortgage is ignoring my request to properly address and remove PMI which I requested in writing on XX/XX/2022. I have been more than patient with this organization.
I also request that XXXX XXXX, no longer have access to my account, and personal information. He was extremely unprofessional and that should not be tolerated. I encourage Freedom Mortgage and CFPB to listen to all of the recorded calls. I have been extremely patient as a consumer until today. This must be addressed.
Freedom Mortgage needs to look into the controls they have in place to address requirements of the Homeownership Protection Act, this experience has been disappointing and unacceptable. Education and training of staff members is key to mitigate risks for organizations, this experience demonstrates gaps in knowledge and processes. Lastly, staff members need to be reminded they are going to deal with consumers who understand requirements, and they need to effectively address concerns to avoid these type of escalations.
I have had no prior issues or concerns until now.
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| 10/11/2023 |
Yes |
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- Trouble during payment process
- Payment process
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Web |
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Buckle up. where do I began. 2017 I was in a bad car wreck. It put me out of work for 6 months. I had no choice. I had to file bankruptcy. Bankruptcy is another story. For Freedom Mortgage, after bankruptcy this is where the nightmare began. While I was in Bankruptcy I was making my payments as well as Bankruptcy and I was making full payments. Most months I paid more than my payment. My time frame may be a little off, but 1 year after bankruptcy Freedom Mortgage said I was behind in payments, but when they look at their system they're saying that they see I have been making my payments. For over a year every time I called talking to a different person every time, I was told I was behind in my payments, but when they look in their system they see I was making my payments. I would always ask how I was behind when you see I'm making my payments every month and as always they would put in for a review. So I started sending my payments certified with a mail back receipt that they sign. I have been doing that for almost 4 years now. I even started recording some of the phone calls of Freedom Mortgage. On 2 occasion I have their supervisors on recording stating I was not behind and that they see where I was making my payments and not missing XXXX payment and to keep doing what I'm doing. So they decided to put me on a forbearance plan until they get the issue straight. Not knowing that was bad for me and my credit. So I was on that plan for 3 - 6 months. I call back after that time ended and I was told again from another person I was missing payments and I tried to talk to the same supervisor. All I got was a voice recording. Never did talk to that person again. Again I was put on another forbearance plan for 3 - 6 months. So I decided to seek help, because now they are trying to take my home. I called over 100 lawyers and all I heard was I don't handle that type of case. Here is the bad thing. MORTGAGE companies like FREEDOM MORTGAGE know this. They know how hard you will find help and that's why they do what they do. I did find a lawyer that did look at everything I had and what Freedom Mortgage sent me for over 4 years. After looking at a few pages, he found the problem. Freedom Mortgage is saying they never got any payments from bankruptcy. Everyone know bankruptcy paid Freedom Mortgage. That lawyer never did finished the job I paid for. That is also another story. By this time Freedom Mortgage has started foreclosure. So now it time to find help again. It took days calling lawyers again. I found 2 lawyers that are willing to take the case and both lawyers said I have a case. BUT. It's going to take a large amount of money. Lets say {$350.00} - {$500.00} a hour. So I called Freedom Mortgage asking to talk but this time talking to a man that says he was over everyone. Not going to say his name. Ok I told him everything that was found and he told me to get proof that bankruptcy did send payments and that would fix the problems and he gave me his email to send it to. He as well as I did not think I was going to get that info. I did not even know where to start. I'm no lawyer. So I called bankruptcy court and told them what was going on. I have to say they got mad because Freedom Mortgage said they did not get any payment from them. While I was on the phone with the court, she sent everything to my email and had me to open it and walked me through it showing that Freedom Mortgage was paid through a XXXX party company and from there it was sent to Freedom Mortgage and they cashed the check at their bank and the date they cashed all checks. So I emailed everything to this person at Freedom Mortgage. Remember at the beginning I said buckle up. Now this ride is going to go fast. I Called Freedom Mortgage 2 days after I sent everything to this person to speak to this person and as usual this person would not talk to me PERIOD and everyone I'm now talking to is RUDE and SHORT. They are now saying I'm missing payments from XXXX to now. The date is XXXX and this was last week. Over {$13000.00} I'm now behind. This is what they are now saying. Now I'm back to square XXXX. I told them what I've been saying all along. I'm not behind and I send My payments certified with a mail back receipt. I was trying to tell the Lady I was talking to at the time the payments I have made ever month up to XXXX I was cut off rudely. You have to send us proof. I was giving and emailing to send proof of payment. What Freedom Mortgage didn't know was I already had that in hand. Since all of this has started I made copies of everything I do with Freedom Mortgage. Bank statements, bank drifts, and images of the checks I send every month and the dates they cashed my payments. I sent all of that to their lost mitigation department last week. Today when I got home Freedom Mortgage sent a package by XXXX about some type of agreement saying if I don't pay the {$13000.00} of what i supposedly owe that they would take my house. The question I have is where is all my payments going? They want me to pay for something that has already been paid for. If I don't pay, they want to take my home one way or another. This is my home. I worked hard for it like so many others. This is my dream home. I'm living where I always wanted to. I didn't even apply for a loan through Freedom Mortgage. I went through a bank for my Mortgage not knowing that a bank would just up and sale out like that hurts. That's fine that they did, but let the customers find choose who they want as a mortgage lender. Someone like me is going to do their homework before going with anyone like Freedom Mortgage. Freedom Mortgage is out here destroying families. Putting people through so much hardship. I have been fighting with Freedom Mortgage for 4 years and I can't do it alone. My daughter and I tonight have read so many complaints against Freedom Mortgage. All I want to do is put out a compliant of what has been done to me by Freedom Mortgage.
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| 04/23/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I am writing to file a formal complaint against Freedom Mortgage Corporation ( " Freedom Mortgage '' ), a mortgage servicing company that I currently have my home loan with for the above mentioned legal address and loan number. On XX/XX/, I submitted a letter of complaint to Freedom Mortgage via their online service portal, detailing my dissatisfaction with their service and the issues I have experienced with their escrow department. However, in a call I had with a representative named " XXXX '' in their escalations team, I was informed that they were not handling my complaint and did not know where it was. As a result, I sent the same letter to their email on XX/XX/, and have not received any acknowledgement of receipt or response as of the date of this letter.
In the aforementioned letter to Freedom Mortgage, I expressed my disappointment with their service and the trouble I have had with their escrow department, including an erroneous escrow surplus check I received in XX/XX/, an escrow shortage notice I received in XX/XX/, and the misapplication of my extra payments to my loan principal. Despite numerous phone calls and requests for an explanation, I have not received a satisfactory resolution to these issues, and I am deeply concerned about the handling of my escrow account.
Furthermore, on XX/XX/, I also requested to have a copy of my loan agreement sent to me, but as of this writing, I have not received it. This lack of response and unresponsiveness is unacceptable and only adds to the growing list of issues I have had with Freedom Mortgage.
I am seeking the assistance of the Kentucky Department of Financial Institutions in resolving these issues and holding Freedom Mortgage accountable for their poor service. As a borrower, I have the right to be treated fairly and with respect, and I believe that Freedom Mortgage has violated these rights by their handling of my account.
Thank you for your attention to this matter. I have enclosed a copy of my original letter to Freedom Mortgage for your review, and I look forward to hearing from you soon.
Below is the body of the letter I submitted on the Freedom Mortgage online service portal. This letter was also emailed to a member of the Freedom Mortgage Escalation team.
To Whom It May Concern, I am writing to express my extreme disappointment with the service I have received from Freedom Mortgage. I have been a customer of your company for several years now, and I have never experienced such frustration and inconvenience as I have with your escrow department. In XXXX of this year, I received a check for {$680.00} from your escrow department, which was supposed to be a surplus because your department had determined that my real estate taxes were only {$80.00}. However, in XXXX, I received another letter from your company informing me of an escrow shortage of {$890.00}. When I called customer service to inquire about this, I was told to mail a check for the shortage amount and mark in the memo " for escrow account, '' which I did promptly. The check was cashed by your organization on XX/XX/. Since then, I have made two extra payments of {$1000.00}, but your company has not corrected my payment and has not applied the proper curtailments to my loan principal as expected. Instead, I am still being charged {$1000.00} as a payment. I demand that you fix my escrow account immediately. Furthermore, I was misled by your company this year, and I feel that my rights as a borrower under the Dodd Frank Act have been violated. I demand that you retroactively pay my curtailment principal for the months of XXXX and XX/XX/2023 rather than apply the curtailment for this month, since your company did not properly apply my escrow payment on XX/XX/2023. I do not believe the Freedom Mortgage Escrow and Customer Service representives are properly trained in handling my requests over the phone, as every time I call in, they try to peddle me to another department or ask that I submit an online request. I have spent countless hours on the phone with your representives trying to resolve this issue, and I am tired of the inconvenience and frustration that your company has served me. As a result, I do not wish to speak over the phone with any representatives of Freedom Mortgage. Instead, I request that you communicate your action plan to fix your mistake through my email at XXXX. I believe that this will allow for a more efficient and effective communication process and will help to resolve this matter in a timely and satisfactory manner. I understand that your company is the largest provider of VA loans, but I feel that my business has been reduced to just a number to you. I hope that you will take my concerns seriously and take the necessary steps to correct this situation promptly.
Lastly, I want to express that if your company can not find the time, or competence, to correct your Escrow department 's errors when I make the XX/XX/2023 payment, I will have no choice but to pursue complaints with Consumer Financial Protection Bureau ( CFPB ), the Federal Reserve System, the Office of the Comptroller of the Currency ( OCC ) and the Kentucky Department of Financial Institutions. As a customer, I expect to receive proper and fair treatment from my mortgage company. If your company is unable or unwilling to provide that, I will have no other recourse but to escalate my complaints to the proper regulators.
This letter is being submitted online through the Freedom Mortgage online customer service portal on freedommortgage.com. I hereby certify that the above information is accurate and truthful to the best of my knowledge. This letter serves as a legal document and a formal notice of my dissatisfaction with the service provided by your company. I reserve all rights to pursue legal action and/or file a complaint with the appropriate regulatory agencies if this matter is not resolved in a timely and satisfactory manner.
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| 12/09/2023 |
Yes |
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- Trouble during payment process
- Fees charged
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|
Web |
Servicemember |
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Complaint Due to Repeated Mismanagement by Freedom Mortgage Initial Issues ( XXXX XXXX XXXX XXXX : Erroneous Charges and Mismanagement : Freedom Mortgage erroneously charged me {$750.00} due to their administrative errors. This includes mismanaging my account, incorrectly listing foreclosure, and mishandling my Homeowner Assistance Fund ( HAF ) payments.
Inappropriate Foreclosure Proceedings : Despite my compliance with the loss mitigation program, Freedom Mortgage initiated foreclosure proceedings due to internal miscommunication, which they later acknowledged as their error.
Misappropriation of HAF Funds : The mismanagement of my HAF funds by Freedom Mortgage led to my account starting delinquent by over 30 days. The funds were inappropriately used, including an unwarranted deduction of {$750.00}.
Communication and Process Breakdowns : Repeated instances of internal miscommunication within Freedom Mortgage resulted in wrongful foreclosure actions and a lack of transparency.
Inconsistent and Contradictory Mortgage Statements : Provided by Freedom Mortgage, demonstrating their ongoing mismanagement of the account.
Recent Issues ( As of XXXX XXXX ) : Unnotified Insurance Charges : Discovered an unexplained charge of {$3700.00} for lender-placed wind insurance, made without my knowledge or consent, significantly above the market rate.
Lack of Transparency and Communication : Despite opting for paperless communication, no information about this charge was made available in my online portal ( to date ), and I have been unable to secure a copy of the policy they claim to have purchased for {$3700.00}. This breaches our agreed service terms and raises concerns about Freedom Mortgage 's transparency and efficiency.
Unjustified Escrow Analysis and Mortgage Increase : In XXXX XXXX despite reducing my homeowners ' insurance costs, Freedom Mortgage conducted an escrow analysis and illogically increased my mortgage payment by {$200.00}.
Communication History : Initial Grievance XXXX XXXX XXXX XXXX XXXX : Submitted a detailed grievance after multiple unaddressed verbal complaints.
Lack of Direct Response : Freedom Mortgage has not responded directly to me, providing only vague and unsubstantiated responses to state inquiries.
State Engagement : Despite engaging with state regulatory body representatives, including XXXX XXXX, the issue remains unresolved due to the overwhelming number of cases and lack of substantive action from Freedom Mortgage.
Ongoing Violations : New issues continue to arise, including unexplained escrow account depletions, with no communication or transparency from Freedom Mortgage.
Why Federal and State Intervention is Necessary : Inadequate State Resolution : The state 's overwhelmed capacity has hindered timely and effective resolution.
Retaliatory and Continual Violations : Freedom Mortgage 's actions suggest possible retaliation and a pattern of ongoing violations, indicating a need for higher-level intervention.
Lack of Accountability and Transparency : Freedom Mortgage 's failure to provide necessary documentation and clear communication warrants scrutiny from federal and state agencies.
Documentation and Communication Timeline : Initial Grievance XXXX XXXX XXXX XXXX XXXX : Submitted a detailed grievance with supporting documents to Freedom Mortgage, outlining the issues and providing corresponding evidence. This was after submitting six verbal inquiries and a written grievance, all of which were ignored by Freedom Mortgage. They have never replied to me directly, only to the state.
Indirect Response from Freedom Mortgage via State XXXX XXXX XXXX XXXX XXXX : Received a copy of Freedom Mortgages response to the state XXXX XXXX XXXX XXXX XXXX XXXX, which did not directly address my grievances. XXXX XXXX advised me to detail a response.
Rebuttal to Freedom Mortgage 's Indirect Response XXXX XXXX XXXX XXXX XXXX XXXX Submitted a detailed rebuttal to the state and Freedom Mortgage, in response to the indirect communication from Freedom Mortgage, emphasizing the unresolved issues and inadequacies in their response.
Further Indirect Response from Freedom Mortgage XXXX XXXX ( XX/XX/2023 ) : Received another indirect response from Freedom Mortgage through the state, which continued to lack resolution and clarity regarding the grievances. In this letter, XXXX changed her position, waived a late fee that Freedom Mortgage charged me when they had the HAF funds in a suspense account, and then simply stated they stood behind their previous correspondence.
Additional Rebuttal to Freedom Mortgage 's Indirect Response XXXX XXXX XXXX XXXX XXXX : Filed a further rebuttal to the state and Freedom Mortgage, responding to Freedom Mortgage 's latest indirect response and highlighting ongoing issues.
Most Recent Grievance and Rebuttal XXXX XXXX XXXX XXXX XXXX XXXX Submitted an updated grievance to Freedom Mortgage, reflecting new issues and the persistent lack of direct response or satisfactory resolution from Freedom Mortgage.
Ongoing Lack of Direct Response from Freedom Mortgage : Over a 10-month period, despite continuous efforts to resolve these issues, Freedom Mortgage has not provided any direct replies or resolutions to my grievances. All communication has been indirect, through state responses. In their responses to the state, they make claims and statements but provide no evidence, references, or anything to substantiate what they are saying. They simply state, it was allowed or no error was made.
Conclusion : The persistent issues with Freedom Mortgage, including mismanagement of funds, wrongful foreclosure actions, and lack of transparency, require urgent attention from federal and state regulatory agencies. This complaint seeks not only resolution to my individual case but also aims to highlight systemic issues within Freedom Mortgage that may affect other consumers.
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| 10/24/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
- Private mortgage insurance (PMI)
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Web |
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Freedom Mortgage has refused to remove Private Mortgage Insurance ( PMI ) from my mortgage and continuously provided inaccurate, missing, contradictory, or outright deceptive information on how to request PMI cancellation dating back to XX/XX/XXXX. This includes, in at least two cases, changing the information provided to meeither on its customer dashboard or sending a different version of documentsas a result of my pointing out discrepancies in their responses.
As per federal regulations, as well as Freedom Mortgages own communications to me in multiple direct messages via its secure messaging system ( SEE ATTACHED MESSAGES ) and my eventual denial letter, repeated on its blog post ( XXXX XXXX XXXX ), PMI can be removed at the request of the homeowner after reaching XXXX XXXX equity if the homeowner has made significant improvements to the home, as I have done and as I have proved to Freedom via documentation.
After months of Freedom ignoring my requests for information on ordering a broker price opinion ( BPO ) ( PLEASE TIMELINE SEE ATTACHED, LABELED " 1.TIMELINE ... '' ) once instructions were provided to me I followed Freedoms instructions and ordered a BPO on XX/XX/XXXX. I listed the improvements and provided documentation as requested in my BPO request form. On XX/XX/XXXX, I received a valuation of {$530000.00}, which put my LTV ratio at XXXX XXXX. Major improvements are listed. SEE BPO REPORT ATTACHED the BPO ( LABELED " 2 ... '' ) However, on XX/XX/XXXX, Freedom sent me a one-page denial letter refusing to remove my PMI, indicating that I had not reached the required LTV ratio . It did not include any additional information on how it made this determination. Please see scan of this letter ( DOC 3A. ) After multiple additional attempts to contact the company by phone and its secure messaging system to understand the discrepancy, I was finally escalated to XXXX XXXX in a phone call on XX/XX/XXXX. Both she and the customer agent that I spoke to before her informed me that, despite all previous instructions and communication otherwise, I needed to reach a XXXX XXXX LTV ratio, per the " XXXX State Mortgage Guaranty Insurance Cancellation Disclosure '' that I signed ( DOC 3B ) because my loan was between 2-5 years old.
However, both the XXXX State Disclosure and my denial letter also clearly states that the minimum seasoning requirements are waived if property improvements increase the home value. The attached Broker Price Opinion ( BPO ) report shows that I have made multiple significant improvements that have increased the value of my home. XXXX XXXX, the customer service agent to whom I was connected after requesting to speak to a manager on XX/XX/XXXX, also confirmed this verbally and said she had overlooked the major improvements listed on the BPO. She told me that she would follow up with the head of the PMI department for a clarification of why I was being held to the XXXX XXXX LTV rate and get back to me within a few days, but has since stopped responding to my follow-up emails ( DOC 4. ) During our call, XXXX XXXX also emailed me a copy of my denial letter ( DOC 4b, ) which was materially different from the letter that I received by mail. This time, the letter was 6 pages long and outlined requirements for PMI removal that had never previously been communicated to me, including that A current BPO must demonstrate the increase in property value as direct result of major improvements completed since loan origination. Only the portion of the increase directly attributable to major improvements will be considered. This has never been communicated to me in any instructions or in Freedom Mortgages original denial letter that it sent to me on XX/XX/XXXX.
This follows a pattern of evasive and deceptive behavior dating back to XX/XX/XXXX, when I first called for information on removing my PMI. Another example of this is the change that Freedom Mortgage made to my customer dashboard in XXXX, after I pointed out that per Freedoms own estimates, I had built up significant equity in my home, which should make me eligible for PMI removal ( DOC 5A. ) For months, a section on my customer dashboard on the website, Refinance and Get Cash showed the exact equity value that Freedom had estimated that I had built into my home. As late as XX/XX/XXXX, the number was visible and read : You qualify for up to {$68000.00} cash for the equity in your home. ( DOC 5B, CUSTOMER DASHBOARD1 ATTACHED. ) Once I inquired if this equity also meant that I could now remove my PMI, the company then removed this information from my dashboard. ( SEE doc 5C CUSTOMER DASHBOARD1 ATTACHED. ) Given this pattern of behavior, I strongly believe that Freedom is purposefully making it difficult for customers to remove PMI, including in changing its PMI criteria. In addition to resolving my personal issue, I hope that CFPB and/or other relevant federal and state agencies can investigate and stop Freedom from violating homeowners rights.
To support my complaint, I have attached the following documents : 1 ) Timeline of communications with Freedom Mortgage a. Select secure messages and communications with Freedom mortgage dating to XX/XX/XXXX. All messages are available upon request.
2 ) BPO report 3 ) BPO denial letters : a. Scan of 1-pg PMI removal denial letter received by mail, dated XX/XX/XXXX XXXX PDF version of denial letter sent by XXXX XXXX on XXXX XXXX 4 ) PDF of email communications with XXXX XXXX including attachments : a. XXXX XXXX Mortgage Guaranty Insurance Cancellation Disclosure 5 ) Customer dashboard a. XX/XX/XXXX message to Freedom Mortgage about customer dashboard and requesting information on removing PMI b. Customer dashboard 1 : XX/XX/XXXX c. Customer dashboard 2 : XX/XX/XXXX I appreciate your attention to this matter and your commitment to protecting consumer rights in the financial sector.
Sincerely, XXXX XXXX
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| 11/19/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Was not notified of investigation status or results
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Web |
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Dear Sir or MadamXXXX XXXX. FREEDOM MORTGAGE CORP Account XXXX Please correct this inaccurate information on my credit report. I recently pulled my credit report from your Bureau and my attorneys and I had a chance to go over my credit report and in amazement, that you have decided to report me 30 days late on this account in XX/XX/XXXX.
I immediately disputed this information with FREEDOM MORTGAGE CORP and the results of the investigation came back " verified ''. Not only was I never late on this account, but according to the Fair Credit Reporting Act ( FCRA ), the information furnisher is required to notify me of the insertion of negative listings. Since I have disputed the lates with the creditor, and you obviously " verified '' them, I am very curious as to what kinds of " records '' you may have for this alleged account. I am very confident that you are in violation of the ( FCRA ) and ( FCBA ) sections ( 1666, 1666a. 1666b., and 1666c. ) as stated below : 1666. Correction of billing errors ( b ) Billing error ( 4 ) The creditor 's failure to reflect properly on a statement, a payment made by the obligor or a credit issued to the obligor. ( 5 ) A computation error or similar error of an accounting nature of the creditor on a statement. ( 6 ) Failure to transmit the statement required under section 1637 ( b ) of this title to the last address of the obligor which has been disclosed to the creditor, unless that address was furnished less than twenty days before the end of the billing cycle for which the statement is required. ( 7 ) Any other error described in regulations of the Bureau. 1666a. Regulation of credit reports ( a ) Reports by creditor on obligor 's failure to pay amount regarded as billing error After receiving a notice from an obligor as provided in section 1666 ( a ) of this title, a creditor or his agent may not directly or indirectly threaten to report to any person adversely on the obligor 's credit rating or credit standing because of the obligor 's failure to pay the amount indicated by the obligor under section 1666 ( a ) ( 2 ) of this title, and such amount may not be reported as delinquent to any third party until the creditor has met the requirements of section 1666 of this title and has allowed the obligor the same number of days ( not less than ten ) thereafter to make payment as is provided under the credit agreement with the obligor for the payment of undisputed amounts. ( b ) Reports by creditor on delinquent amounts in dispute ; notification of obligor of parties notified of delinquency If a creditor receives a further written notice from an obligor that an amount is still in dispute within the time allowed for payment under subsection ( a ) of this section, a creditor may not report to any third party that the amount of the obligor is delinquent because the obligor has failed to pay an amount which he has indicated under section 1666 ( a ) ( 2 ) of this title, unless the creditor also reports that the amount is in dispute and, at the same time, notifies the obligor of the name and address of each party to whom the creditor is reporting information concerning the delinquency. ( c ) Reports by creditor of subsequent resolution of delinquent amounts A creditor shall report any subsequent resolution of any delinquencies reported pursuant to subsection ( b ) to the parties to whom such delinquencies were initially reported. 1666b. Timing of payments ( a ) Time to make payments A creditor may not treat a payment on a credit card account under an open end consumer credit plan as late for any purpose, unless the creditor has adopted reasonable procedures designed to ensure that each periodic statement including the information required by section 1637 ( b ) of this title is mailed or delivered to the consumer not later than 21 days before the payment due date. Because I take my credit very seriously, I contacted every name and account that was listed on the report. I was again very shocked by the multiple names, account numbers and figures. Included with this letter, is every letter written to those who have hampered my ability to obtain credit. I believe that any judge that looks over the report would agree that it is a violation of both the FCRA, CCPA and FACTA. The following accounts were listed on your report and I have demanded from them a full accounting and five years worth of records to see if their accounts were in violation of the FAIR CREDIT BILLING ACT ( FCBA ). We also demanded signed contracts, agreements or any legal paperwork that would tie us to the following accounts. Under the FCRA, you are required to conduct an investigation on this account if I request it. I DEMAND to see all 100 % verifiable proof that I was indeed Verifiably late on these accounts and the creditor fulfilled its obligations under ( FCBA 1666 ( a ) ( 2 ) ), As I was never notified of a billing delinquency on my accounts, which the creditor must do under section ( FCBA1666 ( b ) ( 6 ). I DEMAND to see proof that I was mailed my statement to the correct address notifying me of both payment due date and delinquency of payment on the account. If you can not provide 100 % Verifiable proof and proper documentation that the CREDITOR fulfilled its obligations under the ( FCBA ) and ( FCRA ), I therefore demand these late payments be removed from my account or I will be forced to be in contact with the Attorney General of my State and the Consumer Financial Protection Bureau. I therefore am submitting my written request to you to conduct an investigation. Per the FCRA, you have 30 days to conduct this investigation and respond to my request. If you do not respond within this time period, per the FCRA, you must remove this negative information. Thank you for your time, XXXX XXXX SS # : XXXX Date of Birth : XX/XX/XXXX XXXX : Consumer Financial Protection Bureau XXXX XXXX XXXX XXXX XXXX, Iowa XXXX
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| 12/22/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Was not notified of investigation status or results
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Web |
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Dear Sir or Madam, 1. FREEDOM MORTGAGE CORP Account XXXX Please correct this inaccurate information on my credit report. I recently pulled my credit report from your Bureau and my attorneys and I had a chance to go over my credit report and in amazement, that you have decided to report me XXXX days late on this account in XX/XX/XXXX.
I immediately disputed this information with FREEDOM MORTGAGE CORP and the results of the investigation came back " verified ''. Not only was I never late on this account, but according to the Fair Credit Reporting Act ( FCRA ), the information furnisher is required to notify me of the insertion of negative listings. Since I have disputed the lates with the creditor, and you obviously " verified '' them, I am very curious as to what kinds of " records '' you may have for this alleged account. I am very confident that you are in violation of the ( FCRA ) and ( FCBA ) sections ( 1666, 1666a. 1666b., and 1666c. ) as stated below : 1666. Correction of billing errors ( b ) Billing error ( 4 ) The creditor 's failure to reflect properly on a statement, a payment made by the obligor or a credit issued to the obligor. ( 5 ) A computation error or similar error of an accounting nature of the creditor on a statement. ( 6 ) Failure to transmit the statement required under section 1637 ( b ) of this title to the last address of the obligor which has been disclosed to the creditor, unless that address was furnished less than twenty days before the end of the billing cycle for which the statement is required. ( 7 ) Any other error described in regulations of the Bureau. 1666a. Regulation of credit reports ( a ) Reports by creditor on obligor 's failure to pay amount regarded as billing error After receiving a notice from an obligor as provided in section 1666 ( a ) of this title, a creditor or his agent may not directly or indirectly threaten to report to any person adversely on the obligor 's credit rating or credit standing because of the obligor 's failure to pay the amount indicated by the obligor under section 1666 ( a ) ( 2 ) of this title, and such amount may not be reported as delinquent to any third party until the creditor has met the requirements of section 1666 of this title and has allowed the obligor the same number of days ( not less than ten ) thereafter to make payment as is provided under the credit agreement with the obligor for the payment of undisputed amounts. ( b ) Reports by creditor on delinquent amounts in dispute ; notification of obligor of parties notified of delinquency If a creditor receives a further written notice from an obligor that an amount is still in dispute within the time allowed for payment under subsection ( a ) of this section, a creditor may not report to any third party that the amount of the obligor is delinquent because the obligor has failed to pay an amount which he has indicated under section 1666 ( a ) ( 2 ) of this title, unless the creditor also reports that the amount is in dispute and, at the same time, notifies the obligor of the name and address of each party to whom the creditor is reporting information concerning the delinquency. ( c ) Reports by creditor of subsequent resolution of delinquent amounts A creditor shall report any subsequent resolution of any delinquencies reported pursuant to subsection ( b ) to the parties to whom such delinquencies were initially reported. 1666b. Timing of payments ( a ) Time to make payments A creditor may not treat a payment on a credit card account under an open end consumer credit plan as late for any purpose, unless the creditor has adopted reasonable procedures designed to ensure that each periodic statement including the information required by section 1637 ( b ) of this title is mailed or delivered to the consumer not later than 21 days before the payment due date. Because I take my credit very seriously, I contacted every name and account that was listed on the report. I was again very shocked by the multiple names, account numbers and figures. Included with this letter, is every letter written to those who have hampered my ability to obtain credit. I believe that any judge that looks over the report would agree that it is a violation of both the FCRA, CCPA and FACTA. The following accounts were listed on your report and I have demanded from them a full accounting and five years worth of records to see if their accounts were in violation of the FAIR CREDIT BILLING ACT ( FCBA ). We also demanded signed contracts, agreements or any legal paperwork that would tie us to the following accounts. Under the FCRA, you are required to conduct an investigation on this account if I request it. I DEMAND to see all 100 % verifiable proof that I was indeed Verifiably late on these accounts and the creditor fulfilled its obligations under ( FCBA 1666 ( a ) ( 2 ) ), As I was never notified of a billing delinquency on my accounts, which the creditor must do under section ( FCBA1666 ( b ) ( 6 ). I DEMAND to see proof that I was mailed my statement to the correct address notifying me of both payment due date and delinquency of payment on the account. If you can not provide 100 % Verifiable proof and proper documentation that the CREDITOR fulfilled its obligations under the ( FCBA ) and ( FCRA ), I therefore demand these late payments be removed from my account or I will be forced to be in contact with the Attorney General of my State and the Consumer Financial Protection Bureau. I therefore am submitting my written request to you to conduct an investigation. Per the FCRA, you have 30 days to conduct this investigation and respond to my request. If you do not respond within this time period, per the FCRA, you must remove this negative information. Thank you for your time, XXXX XXXX SS # : XXXX Date of Birth : XX/XX/XXXX XXXX : Consumer Financial Protection Bureau XXXX XXXX XXXX XXXX XXXX, Iowa XXXX
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| 11/23/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
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Web |
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1. FREEDOM MORTGAGE XXXX Account Number : XXXX Please correct this inaccurate information on my credit report. I recently pulled my credit report from your XXXX and my attorneys and I had a chance to go over my credit report and in amazement, that you have decided to report me 30 days late on this account in XX/XX/XXXX and XX/XX/XXXX.
I immediately disputed this information with FREEDOM MORTGAGE XXXX and the results of the investigation came back " verified ''. Not only was I never late on this account, but according to the Fair Credit Reporting Act ( FCRA ), the information furnisher is required to notify me of the insertion of negative listings. Since I have disputed the lates with the creditor, and you obviously " verified '' them, I am very curious as to what kinds of " records '' you may have for this alleged account. I am very confident that you are in violation of the ( FCRA ) and ( FCBA ) sections ( 1666, 1666a. 1666b., and 1666c. ) as stated below : 1666. Correction of billing errors ( b ) Billing error ( 4 ) The creditor 's failure to reflect properly on a statement, a payment made by the obligor or a credit issued to the obligor. ( 5 ) A computation error or similar error of an accounting nature of the creditor on a statement. ( XXXX ) Failure to transmit the statement required under section 1637 ( b ) of this title to the last address of the obligor which has been disclosed to the creditor, unless that address was furnished less than twenty days before the end of the billing cycle for which the statement is required. ( 7 ) Any other error described in regulations of the XXXX. 1666a. Regulation of credit reports ( a ) Reports by creditor on obligor 's failure to pay amount regarded as billing error After receiving a notice from an obligor as provided in section 1666 ( a ) of this title, a creditor or his agent may not directly or indirectly threaten to report to any person adversely on the obligor 's credit rating or credit standing because of the obligor 's failure to pay the amount indicated by the obligor under section 1666 ( a ) ( 2 ) of this title, and such amount may not be reported as delinquent to any third party until the creditor has met the requirements of section 1666 of this title and has allowed the obligor the same number of days ( not less than ten ) thereafter to make payment as is provided under the credit agreement with the obligor for the payment of undisputed amounts. ( b ) Reports by creditor on delinquent amounts in dispute ; notification of obligor of parties notified of delinquency If a creditor receives a further written notice from an obligor that an amount is still in dispute within the time allowed for payment under subsection ( a ) of this section, a creditor may not report to any third party that the amount of the obligor is delinquent because the obligor has failed to pay an amount which he has indicated under section 1666 ( a ) ( 2 ) of this title, unless the creditor also reports that the amount is in dispute and, at the same time, notifies the obligor of the name and address of each party to whom the creditor is reporting information concerning the delinquency. ( c ) Reports by creditor of subsequent resolution of delinquent amounts A creditor shall report any subsequent resolution of any delinquencies reported pursuant to subsection ( b ) to the parties to whom such delinquencies were initially reported. 1666b. Timing of payments ( a ) Time to make payments A creditor may not treat a payment on a credit card account under an open end consumer credit plan as late for any purpose, unless the creditor has adopted reasonable procedures designed to ensure that each periodic statement including the information required by section 1637 ( b ) of this title is mailed or delivered to the consumer not later than 21 days before the payment due date. Because I take my credit very seriously, I contacted every name and account that was listed on the report. I was again very shocked by the multiple names, account numbers and figures. Included with this letter, is every letter written to those who have hampered my ability to obtain credit. I believe that any judge that looks over the report would agree that it is a violation of both the FCRA, CCPA and FACTA. The following accounts were listed on your report and I have demanded from them a full accounting and five years worth of records to see if their accounts were in violation of the FAIR CREDIT BILLING ACT ( FCBA ). We also demanded signed contracts, agreements or any legal paperwork that would tie us to the following accounts. Under the FCRA, you are required to conduct an investigation on this account if I request it. I DEMAND to see all 100 % verifiable proof that I was indeed Verifiably late on these accounts and the creditor fulfilled its obligations under ( FCBA 1666 ( a ) ( 2 ) ), As I was never notified of a billing delinquency on my accounts, which the creditor must do under section ( FCBA1666 ( b ) ( 6 ). I DEMAND to see proof that I was mailed my statement to the correct address notifying me of both payment due date and delinquency of payment on the account. If you can not provide 100 % Verifiable proof and proper documentation that the CREDITOR fulfilled its obligations under the ( FCBA ) and ( FCRA ), I therefore demand these late payments be removed from my account or I will be forced to be in contact with the Attorney General of my State and the Consumer Financial Protection Bureau. I therefore am submitting my written request to you to conduct an investigation. Per the FCRA, you have 30 days to conduct this investigation and respond to my request. If you do not respond within this time period, per the FCRA, you must remove this negative information. Thank you for your time, XXXX XXXX SS # : XXXX Date of Birth : XX/XX/XXXX XXXX : Consumer Financial Protection Bureau XXXX XXXX XXXX XXXX XXXX XXXX XXXX
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| 05/04/2022 |
Yes |
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- Trouble during payment process
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Web |
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This is in response to a previous complaint # XXXX which was CLOSED but Submitted to the CFPB on XX/XX/XXXX. We did not intend for the complaint to be closed.
the response from the previous complaint from the lender was the following : Company 's Response XX/XX/XXXX XXXX XXXX XXXX and XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX Re : Your Complaint to the CFPB Complaint # XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, CA XXXX Dear XXXX XXXX and XXXX XXXX and XXXX XXXX : We have reviewed your complaint and researched the issue regarding your request for a credit amendment. Freedom Mortgage performed an escrow analysis on XX/XX/XXXX ( see attached ) which increased your monthly payments from {$4100.00} to {$4500.00} effective with the XXXX, XXXX payment. The analysis was sent to the XXXX XXXX mailing address shortly after issuance. The increase in payments was due to increases in property taxes and insurance. Your complaint states that you did not receive the escrow analysis and you were not aware of the increase. However, our notes indicate that we spoke to you on XX/XX/XXXX and attempted to explain the increase to you. You placed the call on hold in order to conference in one of the other Borrowers, but the call was disconnected after two minutes per our notes. Therefore, you were aware of the increase in XXXX, XXXX when the payment was due. We also attempted to call you on XX/XX/XXXX. We are not able to amend your credit as we are required to report accurately to the credit bureaus. Very truly yours, XXXX XXXX XXXX XXXX Customer Service Freedom Mortgage Corporation XXXX XXXX XXXX XXXX, XXXX XXXX Mt. XXXX, NJ XXXX.
OUR RESPONSE BELOW : Formal Response : The response by the lender is misleading on two counts. First, we have completed our research ( examining all mail and phone records ) and can confirm that no notice was received regarding escrow analysis which was stated to have been sent to the XXXX XXXX mailing address with an unspecified date.
Second, XXXX XXXX explicitly says Freedom Mortgage tried to call on the XXXX of XXXX and could not reach us. There are no incoming calls from freedom on that date. Just two calls on that date from within XXXX Arizona ( please see attached phone record for the phone number Freedom has been calling and on record at Freedom for the point of contact ).
Yes, we did speak on XX/XX/XXXX. Freedom Mortgage called from ( XXXX ) XXXX, and the call was 6 minutes long and was incomplete. Yes, an attempt to conference another member in after 4 minutes and then the call disconnected. We did try calling multiple times back to Freedom Mortgage, but there was an automated response stating a 45 min wait and XXXX XXXX, who tried to call, was driving to work AND the call kept repeatedly dropping. After multiple attempts, and waiting for someone to answer, XXXX XXXX, had to work. In addition, we have no record of any attempt by Freedom Mortgage to call us back then. Specifically, not one incoming call was received that day from Freedom Mortgage. Needless to say, we did not understand why Freedom Mortgage was calling or what was wrong.
According to our records, we called Freedom Mortgage and finally got through their line on XX/XX/XXXX at XXXX. We called Freedom and spoke to the attendant ( XXXX, agent number XXXX at Freedom Mortgage ) to get a complete understanding of what was needed and how we address whatever was of concern. It was at that time that we understood what happened. The statement by XXXX XXXX XXXX, XXXX Customer Service, that Therefore, you were aware of the increase in XX/XX/XXXX when the payment was due. Is a false statement. This is, at best, an assumption on his part and he has no evidence to confirm that we understood. Once we clarified the reason for the call, we sent the adjusted amount to Freedom Mortgage, and they did receive the corrected amount on XX/XX/XXXX as confirmed by our bank executive ( XXXX XXXX XXXX ) and also Freedom Mortgage received the {$310.00} for the previous month shortage as requested by the agent, XXXX, agent number XXXX, we spoke to at the time. The agent acknowledged we had never been late with the previous lender. Freedom Mortgage acquired our previous lender XXXX, and she stated that she could not see a reason why Freedom Mortgage would do anything to damage our credit if we took action immediately as we did. XXXX was instructed to email to confirm by this agent. These emails were as follows : On Tuesday, XX/XX/XXXX and XX/XX/XXXX, XXXX XXXX sent an email from XXXX stating the following and to the date of this message, none of her emails has any acknowledgement of receipt by Freedom Mortgage.
Her testimony is as such : On Friday, XX/XX/XXXX, I spoke with XXXX # XXXX regarding my credit report showing that Freedom Mortgage had reported my payment late in XXXX.
She stated that she wrote the summary of our conversation on the notes and to simply send this email requesting that Freedom Mortgage remove that from my record since the account is up to date and we have never been late on our payments since XXXX when we first acquired the property. The email contained : PLEASE ACKNOWLEDGE RECEIPT OF THIS EMAIL and you confirm that you are agreeing to remove that mark from my credit report as soon as possible. Her testimony also states What is strange is that out of all of this, Freedom Mortgage did receive {$4200.00} on time and yet reported XXXX late because XXXX was missing. We were told that the {$4200.00} was placed in a different account at Freedom Mortgage and NOT applied to our loan payment and that is why more than what we paid was reported on our credit report. In other words, on that day, it was never mentioned that their policy was to cash the check and hold it and mark the account as unpaid and that they were going to report us to the Credit Bureaus.
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| 01/08/2019 |
Yes |
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- Trouble during payment process
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Web |
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The servicing of my FHA loan was transferred over to Freedom Mortgage. I have a 30 year fixed rate and my payment with P & I, MI, Taxes and Insurance is {$1100.00}. I have had this loan for five years and have always made my payments on time. From the first month Freedom took over they raised my payment and it has fluctuated from {$1200.00} to {$1300.00} every month. I have called in almost every month and get a different person that tells me a different story no one can tell me why my payment has went up. The customer service reps are just rude and they do not care. They have no intension of helping anyone to correct their errors. I recently wanted to refinance my loan to take cash out of my equity. I called Freedom since they have my loan now and the loan they wanted to give me was total FRAUD. The numbers kept changing and the cost kept going up. I called the mortgage company that originally processed my home loan and they looked over the loan app and loan estimate from Freedom. There were so many errors on it so I immediately told Freedom to cancel the loan as I hadn't signed the documents yet and I went back to my original mortgage company. When my loan officer pulled a mortgage payment supplement because the original credit report was only reporting through XX/XX/XXXX and there were no lates, a 30 day late for XX/XX/2018 showed on the tradeline. I have never been 30 days late, ever, on any of my bills. I always pay over the phone so they take the payment directly out of my bank account. I even have the conformation from Freedom Mortgage that my payment was made on XX/XX/XXXX and that there was no amount due and my next payment was due on XX/XX/XXXX, which I made on XX/XX/XXXX. Every time I would call I would get a different story and one rep even said that we see your payment but it wasn't processed in, it was just sitting in limbo and basically sorry for your luck. I wasn't even aware of this until the credit company did a 3-way call with Freedom and myself to verify my mortgage history. And when the lady from the credit company was talking to Freedom they hadn't even processed my XX/XX/XXXX payment and it was the XX/XX/XXXX, the credit report was pulled on the XX/XX/XXXX. She finally got them to process it the next day, the XX/XX/XXXX. Again they were sitting on the payment and not posting it and if it wouldn't have been for the rep at the credit company it might possibly went over 30 days. They sat on my payment for almost a month. After talking to several reps at Freedom they were going to remove the late and credit my account {$300.00} for all the late fees they attached that the payments were not late. I have all of my bank statements showing all my payments the entire year Freedom has had my loan. They are all made from the XX/XX/XXXX of the month to the XX/XX/XXXX and some of them even before the XX/XX/XXXX. To date, nothing has been done and the loan I'm applying for now is ready to close. The only condition they need is the mortgage history supplement which can't show any lates. My loan officer has been trying to get them to take it off, She has faxed several times all the documents showing I have not made any 30 day late payments but they are giving her the run around also. She faxed the documents over a week ago along with my authorization form. She waited 48 hours like they told her and called them back and was told they have our documents but they aren't indexed in yet and to call back the next day. When she did call the next day she was told they never received anything. So she asked them how they wanted her to send them again so they would received them as they were faxed twice and no one seems to know where they are at. She was told to email which she did and even got a reply email from Freedom that they received the documents. Again she waited 48 hours and called Freedom just to be told they never received anything and even after she offered to send them over a copy of the conformation that she received from Freedom she was told there was nothing they could do. I have all of my paperwork showing I have made my payments and they have all of my calls recorded with the reps promising to fix it and credit my account and still they are not fixing it they just keep raising my payment. I told them about all the mistakes on the loan app that they wanted me to sign and no one could give me an answer on why and what the correct numbers would have been. At this time my loan with my original mortgage company is put on hold until the 30 day late is removed. The appraisal is done and paid for and we are ready to close and now because Freedom Mortgage incorrectly reported my mortgage payment the loan could possible be denied if it goes on much longer. Freedom will not send over the current payoff for my mortgage to the processor that has been requesting it for two weeks now. The loan will not close if they don't have a payoff amount. I was taking cash out to start up my new business and this really puts me in a bind all because Freedom Mortgage won't correct their error. And from looking at all the other 934 complaints it looks like something should be done to shut Freedom Mortgage down and to issue strict penalties and be made to correct their errors and reimburse their customers for the money that they have illegally taken from them. It almost seems they are just doing this because I caught all the fraud and errors on the loan I was applying for and went to another mortgage company and this is just a way to stop me from getting my loan because every payment was fine until XX/XX/XXXX and that is when I told them to cancel my new loan and all of a sudden an incorrect 30 day late shows up on my credit report that they have admitted is incorrect but won't do anything to correct it and that is illegal.
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| 10/05/2018 |
Yes |
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- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
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Web |
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In XX/XX/XXXX I have contacted freedom mortgage to ask if I can get a home equity loan, the CSR she answer the phone she refer me to the loan dept. in Indiana, after I asked few question they told me they cant help me refinance my house because I dont have 12 month on my job even I was in the same line of work for years but changed the company, the loan officer told me that we have other program I might be eligible to and ask me to call back the CSR and check, so I called back and I asked about the home equity and that really what I want from the start, but we got to talk and the CSR asked me how much do I need I said only about 3 thousand and she told me we have a program called hardship you can use if you need small amount so you dont have to wait for the refinance or home equity so I asked her to explain what that program and she said you have to be late on your payment another word you cant use it now you have to wait another month which will be the end of XX/XX/XXXX, I asked very specifically if that will hurt me in anyway she confirmed will not and I asked how about my credit she says no and this kind of program made to help people like me that need help fast and quick, I said ok but I keep it calling to make sure this info is correct and every one I spoke with they confirm what that CSR told me ( I have sent an email on XX/XX/XXXX it shows how many time I called before I was even late for a day ) so I went with what they told and by XX/XX/XXXX I found out that freedom mortgage already hit my credit and my score went down from XXXX to XXXX and to be honest I lost it so when I called to ask why you doing that the CSR answered oh because you are late on your mortgage and I answered but the CSR told me I can do that to be eligible to the hardship program because I need it 3 thousand for a family emergency and I did explain everything and that what she advice me to do instead of waiting to get home equity or refinance, but this time this CSR well you are late and we will keep hitting your credit until you pay the balance and at this time there is no way for me to pay the balance as my income has dropped a little and that what push me to do ask for a loan, I have tried to explain if your CSR dept. told me that from the start I will never used the hard ship program which your company claim to be found to help customer but to me it look like it made to deceive customer like who doesn't know anything about loans and mortgage company and I asked to speak to a manager and waited couple days .no one called me I called again and again no one called like just recently I called to CSR about this issue and I asked to speak to manager no one called so I called again and again finally spoke to lady from the loss mitigation her XXXX she ask me when did I called so I told she check the log and she told me I was right I did call so she placed the request for me to speak to a manager and the next day manager called and I was explain to her about my situation and how freedom mortgage XXXX my credit she answered no way we will do that and no way I will ask to speak to a manager and CSR will not pass that to the management so I gave her the name ( XXXX XXXX XXXX on XX/XX/XXXX ) told the manager I spoke with this CSR and request to speak with a manager but she did not request for me and that to show you that I was telling the truth and I do record my phone calls with freedom mortgage because I dont trust anyone in the company any more, she answered me we did help a lot of people like your situation I said if that true why you dont help me it took me 8 month to find someone to help and tell me what papers I need to file so I did and with 2 weeks all my papers was in order but in the last 8 months no one was able to explain to me what to do go back and see all my emails for the last 8 months she did not answer me ..as a professional super visor she did not give me her name or ext and that shows these people in the company are not professional as they claim finally after 10 month ( from XXXX till end of XX/XX/XXXX finally they figure out that I need to modify my mortgage but they said they cant repair my credit because it was not there fault it was my fault because I did not pay my mortgage on time ..even I have sent to them a list of the phone calls I made between XX/XX/XXXX till XX/XX/XXXX when I found out they are hitting my credit and asked them to listen to the recorded line the S.V. told me uhh we says that but we dont record and if we do its for training propose only so my life was destroyed for dealing with unprofessional people and company I will never have had this issue if a professional person who know his/her job well answered my question right I will have never been late on my mortgage and by now I could finance my house again and paid all my debt instead am paying now 28.8 % on my credit cards and I had to close couple of them because the payment is too high all that from dealing with unprofessional people on the other end of the phone line from freedom mortgage and when I told that SV that she told it happened to me with XXXX XXXX XXXX for about a thousand of dollar probley she said that thinking that will make me feel good, am so sorry I have stuck with this company freedom mortgage and for now I have no way out unless they repair my credit score so I can refinance somewhere else they are very unfriendly people not all though some like XXXX XXXX XXXX was great he helped me and stayed with me on the phone till I got everything right on the hardship papers but I cant say that about over 80 % of the people I talked to with freedom mortgage I wish there is a way to repair my credit fast so I can refinance somewhere else I was planning on refinance with freedom mortgage but after what happened I hate to hear there name
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| 06/04/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Question? I am not sure if I am required to include the loan # and based on my cybersecurity expertise. I would rather submit sensitive data differently.
XXXX XXXX I closed on the property located at XXXX XXXX XXXX, XXXX, TX XXXX. The Loan and CD was done by XXXX XXXX XXXX XXXX XXXX address : XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, TX XXXX Phone : ( XXXX ) XXXX EM : XXXX NOTE : I will send a separate complaint about them. TAs they did not give 3 business days to review the XXXX and why I missed these issues in the XXXX place. I will also be filing XXXX complaints with the XXXX XXXX. of XXXX & XXXX. ( the XXXX were handled poorly by a retiring staff member ) On or Before XX/XX/XXXX the SERVICER became Freedom Mortgage Corporation Address : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NJ, XXXX United States XXXX XXXX ( XXXX ) XXXX Website : www.freedommortgage.com This complaint is with the Mortgage Servicer the took over servicing the loan 5 business days later.
1. This was new construction and I didn't put 20 % down.
( So I guess they call that " forced escrow ''. ) 2. There was no PMI or XXXX in the loan. ( key for pushback to terminate escrow ) 3. KEY POINT - The property taxes & yearly assessments come from XXXX XXXX XXXX XXXX, TEXAS ( XXXX XXXXXXXX XXXX XXXX ) - they do not send collect taxes and the taxes are not due until XX/XX/XXXX of the following fiscal year. EXAMPLE : XXXX XXXX XXXX - Taxes XXXX XX/XX/XXXX XXXX. Freedom Mortgage - after taking over without my knowledge- they did not contact me at all - until they said I was late on a payment in XXXX KEY SIDE NOTES : *** XXXX XXXX XXXX ( XXXX ) committed to help adjust the " escrow amount '' after the FIRST XXXX XXXX XXXX XXXX. SINCE IT WAS NEW CONSTRUCTION and the escrow amount wasn't enough but we had no idea yet ) *** Will address the XXXX issues in a separate complaint.
- XXXX XXXX XXXX one from Freedom Mortgage contacted me to adjust escrow - They just sent a letter in XXXX of XXXX AFTER paying the taxes in Early XX/XX/XXXX without my knowledge. 60 days early.!!! DUE XX/XX/XXXX - Letter was received XX/XX/XXXX- The yearly Escrow Analysis never includes XXXX - The yearly Escrow Analysis is off sync with my TAX PAYMENT DUE DATE - They refuse to allow me to set-the date ( last 5 years )- They pay the XXXX XXXX XXXX days early as well 5. Then they send a HUGE escrow shortage estimate. I received 3 month into XXXX XXXX.
{$12000.00} + 6. Then I agree to pay the " shortage in stretch payments '' they say will catch it up 7. Then they do it again - Pay the taxes in XX/XX/XXXX that aren't due until XX/XX/XXXX - AND pay my XXXX INSURANCE 60-90 days - so how would I even review the policy ** not sure when I gave them power of attorney to review, accept and pay my insurance policies- they continue to do this for 5 years- always a higher Shortage every year - refuse to change the pay date - if they set the pay date by the original date- I NEVER spoke to anyone - agreed to the pay date or even knew they paid - plus the XXXX 's are not correct- if got an IRS AUDIT - the Tax Bills Say XX/XX/XXXX and the IRS would flag XXXX saying you paid it the previous year to get the tax break in the wrong year.
8.Then I try to terminate Escrow and they deny my request - saying I am not 80 % XXXX of the original Appraised Value at the time of sale.
- BUT that's a PMI/LMPI rule for FHA loans XXXX Right?
- I offered to get a new appraisal - they didn't respond - as understand it - this type loan - does NOT require escrow anyway - - the Lender- NOT the servicer asks for this condition in Higher Price loans- PLUS my house 's value is at least $ XXXX and I owe $ XXXX so this is bogus.
- But they would surely take the current value for a REFI Which bring me to my last point.
NOTE : I have spent XXXXXXXX XXXX XXXX XXXX XXXX XXXX and dealt with every scam - Ponzi scheme. etc. So for 5 years been scratching my head as to why would they inflate " escrow accounts '' and never allow a customer to catch up .. HMMM XXXX. OK here goes - my suspicion of predatory Bank Practices - They do a yearly ESTIMATE! but they hold me to the AMOUNT - They have my/everyone 's complete credit information - They have advanced financial modeling and analytics software - They service XXXX XXXX Loans and they are " One of the nations largest non-bank mortgage lenders/servicers '' - They have to drive year over year revenue growth *** SO - They do the following - Inflate escrow accounts just enough to drop their customers credit scores a tier *** by stripping their liquidity with the BLOATED ESCROW i.e. the money they used to pay down monthly credit cards - then when the yearly assessments go out- they do a blitzkrieg REFI CAMPAIGN to they Loan Servicing Customers *** to REFI and FIX the perpetual shortage *** at a higher % rate because of their lower credit scores They have made my shortage higher every year- I paid what they told me should have caught it up after 5 years. The taxes and home owners insurance haven't increased 250 % every year. They have fluctuated maybe $ XXXX. ( only {$75.00} a month ) Every year when I get the Yearly Estimate- with a a higher shortage. I get pounded by calls, texts, and emails about a REFI! How can I pay what they say will rectify the shortage and NEVER be caught up - FOR FIVE YEARS ... I did the math - because they are either inept or their doing it on purpose. No other option..
I have stacks of docs over the last 5 years and will wait for you to tell me which ones you would like me to submit Lastly- I need to fix this ASAP - as I need to sell my house and buy another one ..and as I explained. They stripped my liquidity and I could have paid {$10000.00} towards debt each year... which my credit score would still be TOP TIER.
Please help
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| 04/24/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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The complaint is about a payment behind proved and admitted by Freedom Mortgage to be fix today. Freedom mortgage is the correct servicer on my account # XXXX. This mortgage was transfer in XX/XX/XXXX from XXXX. As you will see in the documents attached, There is a claim since XX/XX/XXXX, originally with XXXX servicing time. For the last 2 years me and my attorney XXXX XXXX, have trying hard to engage on a face to face meeting with XXXX and they have ignored us, some inquiry was responded with a completely different content than the inquiry subjects. I sent RESPA letter register, that was never answered, Certified letters, numerous phone call without results. I enclosed the letters as reference to show my attempts to solve the situation without success.
Freedom Mortgage at beginning was engaged in analyze the documentation and work with me, analyzing the documentation. After they admitted that the documents I submitted show no payments behind, they told me that XXXX contact the XXXX to they transfer XXXX credit XXXX the payment to Freedom Mortgage. I try, but the answer from XXXX to my calls was negative due to they state that they weren't the servicer on the account and I should contact Freedom Mortgage. After spoke with XXXX XXXX my attorney, who told me that the responsibility for the account rely on the current servicer, we contact Freedom Mortgage ( XX/XX/XXXX ) from XXXX XXXX office, spoke to a supervisor name XXXX ID XXXX. After a explanation the situation, and that my intentions was to pay if I old, otherwise Freedom Mortgage should correct the account and make it current, and clear my credit report proportional to the time the error was sustained. We request a " face to face " meeting in any Freedom Mortgage branch in NJ. It was granted by XXXX and he generate a TICKET for the meeting be arranged and told as that we should receive a call and a email with the date and local for the meeting no later than XX/XX/XXXX. On XX/XX/XXXX, no contact was made, I call Freedom Mortgage to found out, and have been told that the meeting request was dismiss due to the loan do not qualify for a face to face meeting. I report to my attorney the answer and he was about to sent a certified letter to claim a solution. Next morning I call Freedom Mortgage again and after severals calls, the last one, after the representative statement about that call was recorded for training purposes, I asked him if I could record the conversation to and he say YES, and I did XXXX file attached ), after explain the matter over, I got ta a hold on gentleman name XXXX ID XXXX from Special Handling Department. He was very kind and start analyzing with me the documentation I sent in, after some times placed in a hold for documents analyses, he finally came with a solution. In accordance with XXXX ID XXXX, the error occur in XX/XX/XXXX, when XXXX apply my XXXX payment direct to the principal ( showing on XXXX Detail History attach ), in accordance with him, the payment should be reversed to the account, deducted from the principal ( {$2200.00} ) and complement with the {$780.00} unapplied funds in the account, it make one month payment {$2600.00}, that should correct the error. As he also informed me in the same conversation XXXX audio file attached ), the fees pertinent to the error should also be voided and in regarding to my credit report, it would take a little more time, due to, it should be sent to the credit bureaus in writing, erasing negative records back to XX/XX/XXXX. He gave a date to the modification be effective XX/XX/XXXX. It was great was the solution for 2 years of fighting to solve the problem and finally I had it RESOLVED.
XXXX XXXX XX/XX/XXXX XXXX, I received a call from Freedom Mortgage rep. trying to collect the past due amount. I proudly explained to him that the dispute was resolved and it should be a note or the entire correction on his screen. He look at ready the ticket contents back to me, it was matching the above outcome made by XXXX ID XXXX, but he could not see the correction made, he ask me for hold, couple minutes he came back and told me that he was about to transfer me back to XXXX ID XXXX. XXXX came and apologize that his outcome could not be effective, due to it was so far behind, the company see the error but can't correct it, unfortunately my account will continuing behind, nothing they can do about.
Honestly, I do not understand what kind the business this company are doing, they look like don't have a respect for the Law and the regulations. Resuming, they admitted the error exist is point to the date it occur XXXX XX/XX/XXXX XXXX but can't be fixed., AMAZING!!!!!
Also I am officially place a complain against XXXX, under the accusation of predatory lander. XXXX " Detail History '' is a mass, they adding and subtract numbers to confuse and hide the illegal withdraws on scroll account and to hide others disbursements. Look at the history line by line and see if you can follow it up! XXXX against RESPA regulations made several withdraws on the scroll account 3 months some time 4 months in advance for pay taxes. I only discover it, when wasn't no place to look for the error. I realize that analyzing only the XXXX Detail History, wasn't real anything. I decide confront their dates with the City of XXXX Taxes Office XXXX XXXX XXXX XXXX XXXX ) than find that the scroll analyses was fake, they was drawing money anticipated ( they may are doing it with many customers, and applying the money ). This drawings unbalanced the account creating deficits and the necessity of increase mortgage monthly payments to cover their unlawful draws. Find attached the spread sheet with contents of dates and amounts disbursed on the scroll account. XXXX is a predate and should be investigated.
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| 01/29/2021 |
Yes |
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In late XXXX of XXXX, I was contacted by XXXX XXXX NMLS # XXXX who asked if I was interested in refinancing my current loan in house without doing a credit check. I advised to her I was interested however ; my current loan has a mortgage credit certificate linked which allowed me a tax credit every year. Ms. XXXX stated she did not have knowledge about the credit but would reach out to her supervisor to verify it would be transferred. I made it extremely clear during our phone call that they only way I would go forward with the refinance is if the credit program was transferred over to the new loan ensuring I would continue to receive the credit on my taxes. Ms. XXXX then emailed me on XX/XX/XXXX at XXXX XXXX stating she had gotten an answer and to contact her via telephone to go over a few things. On that phone call she advised two things. The first being that yes, I could transfer the XXXX to the new loan and that freedom mortgage would be giving me a credit on the closing disclosure to pay to refile the certificate which was XXXX. On XX/XX/XXXX at XXXX XXXX, she then sent the loan documents in which the credit was on them. I then received another email shortly after of a recap from the phone conversation in which Ms. XXXX attached the XXXX application and verified that the XXXX credit was on the closing documents as a lender fee. She advised in the email to fill out the form with my name, phone number, email, property address, and XXXX number and Freedom would fill out the rest in processing. The only form I needed freedom mortgage to fill out and sign was the Tab 6B formthe last of the application.
The notary came to my home to sign all the documents XX/XX/XXXX. When he came, I asked him if he had the form to which he did not. He advised I could sign the forms and had 3 days to cancel the loan so if something went wrong with not being able to get the form filled out, I still had the option to cancel. I went ahead and signed because I did not think getting the form filled out would be an issue due to Ms. XXXX already submitting email verification that it was a part of the agreement to the refinance along with all the recorded phone calls. Immediately after signed the loan documents, I emailed Ms. XXXX. I asked for the form and other questions about conventional loans and nothing to do with the XXXX. I had spoken with her over the phone and she asked for me to email her the form and she answered my questions I had. Again, I did not think at this time, I needed to cancel the loan because I was being told the form would be filled out. After some time, I stopped hearing from Ms. XXXX. I left voicemails and never got a returned phone call.
XX/XX/XXXX, I called and asked to speak to a supervisor, to which I spoke with XXXX XXXX NMLS # XXXX. She asked for me to send her the email and she would look into it. I forwarded her the email I had sent to Ms. XXXX on XX/XX/XXXX. She responded that she received it and was forwarding it to the serving department and to give it 24-72 hours to get a response.
XX/XX/XXXX, I emailed Ms. XXXX and stated I still had not heard back from her and really needed the form filled out. It was then she replied and stated that Freedom Mortgage does not participate in the program anymore. This was told me a little after 2 months of closing and after multiple verbal agreements to sign the forms. I spoke on the phone with her and advised I wanted this looked into and brought up to the department head. On XX/XX/XXXX I emailed asking for a follow up on the situation and she advised she still did not have an update. I spoke with her for awhile on the phone. I asked to speak with someone higher or a complaint department and she refused to provide any information. She stated there really was no one above her I could speak to. After getting nothing resolved, I ended the phone call. This was extremely upsetting to me and I felt unethical as this company agreed to doing something to get me to refinance and then once the papers were signed and it was officialthey kept saying there was nothing they could do anymore and I was just out of luck.
On XX/XX/XXXX, I filled a complaint with XXXX in the escalation department. I called on XX/XX/XXXX to follow up and spoke with XXXX XXXX who advised it was still pending investigation. XX/XX/XXXX I called and spoke with XXXX XXXX who advised XXXX was on leave, so she was unable to find anything out. She reached out to the VP of sales XXXX XXXX. I followed up the next week and she advised he closed out the complaint. She also stated she did not believe it was really looked into due to how quickly it was closed out. I requested to speak to someone when investigating the complaint and not one person ever reached out to me as of XX/XX/XXXX.
It should be noted that Freedom mortgage records phone calls.
The mortgage credit certificate is issued the Texas department of housing and community affairs ( TDHCA ). It allows you to receive a mortgage tax credit of up to XXXX annually as long as the home remains as your primary residence and you pay your mortgage loan, you will be eligible to file IRS form XXXX mortgage credit and claim your non refundable credit each year. Losing this credit means I will lose out on about XXXX of tax credit during this loan. This is unethical and I believe illegal in the way there was verbal contracts about the refinance only being completed on the terms of getting the tax credit transferred.
I have all emails listed above if needed.
I also wanted to point out that freedom mortgage did service my loan, it was an inhouse deal so all that changed was the interest rate and loan number so stating they no longer participated in the program makes no sense as they were using it on my previous loan.
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| 01/08/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My Mortgage company destroyed my XXXX XXXX due to losing my payments. Lost payments happened two times. In XXXX and XXXX. XXXX I had called them multiple times trying to get it resolved before my credit was impacted. I requested a search for the missing money order which was already near past the due date. Days to a week later, my account was classified late. Later, The payment for XXXX was found. FM told me that since it was my first late payment that it would be forgiven and my late charges would be removed. I explained that I payed on time which was also clearly stated on the money order. I had emailed a photo to them. The payment was sent on time. I should not have been held accountable, but I was. Prior to this, I received mail and also recorded to the mortgage app that my payments had not been received and that I was delinquent. Days after the search, I called back and I was told that my money order just so happened to arrive the same day of the search.. after 30 days? However, Late charges were removed and no negative impact to my credit.Then for the XXXX payment, the same happened. Once again, I ended up receiving a Delinquent status. Before and after the payment was classified delinquent, I called about XXXX times,. Sometimes on the phone for XXXX minutes trying to find a resolution for my missing payment and explained that this happened in XXXX. I explained that I needed the payment to be found cause I didnt want my XXXX XXXX to be impacted. I requested a search for my missing money order twice. I called and spoke to multiple reps about the issue and mentioned the late charges, that I sent a money order, and that I have a have proof of the on-time payment and that the same thing have happened to the XXXX payment. I asked if the money order order was found. it had not been at that time. I also asked if the payment was found, would the late payment status and late charges would be removed from my account. I was told no because its my second time being late. But I was never late in the first place. Again I was held accountable for my payment being lost like time time before.One rep told me maybe it was because I didnt put my account number on the money order was the reason for the money order being lost. But my prior payments have never had the acct number on them and that the payments was still processed and recorded. Another rep said it was not required long as my name and address was on the money order.. I explained the importance of the money order being found to multiple reps. I didnt want my credit being hit. I explained that I have a newborn, and in need of a bigger home asap.. ( I didnt mention that Im also working on a new business venture, which I need a small facility that I have already bought some equipment for ). I dont have that kind of money to pay cash for a business facility nor a new home, Therefore for I NEEDED MY GREAT CREDIT. I planned to do all of this early XXXX. Thats why I called so many times to prevent this issue.However, XXXX put in a search and it had not have been found. In XX/XX/XXXX I then I received a message from credit bureaus that my credit changed. I was hit XXXX pts on XXXX and XXXX and XXXX on XXXX!! I called XXXX and the payment still hadnt been found. And was told that Ill have to resend the payment. I asked to be escalated to a manager and explained what happened, she requested a photo of the money order in question. She saw it and removed the late charges, which is reflected on the XXXX. At that time, I asked If she could help resolve my credit issue. She said she could not. The next few days, I went to the post office to attempt to pay the missing mortgage again for XXXX Before I walked in I checked the app and it showed I was current and the next payment was due XX/XX/XXXX. Obviously the payment was found. But my credit was already destroyed. My question is to why they would send me as delinquent to the credit bureaus if they were currently searching for lost a lost payment? They saw that the exact same thing happened recently. Its seems very negligent that they lose my money orders on top of that, punished me for it.. not once but twice. I have not called back since.Theres no way my credit will be back to how it was before XXXX! Interest rates are already high, and with this XXXX XXXX I can forget about it. This occurrence will take 7 years to fall off my credit! Im distraught. I actually vomited when I saw my score dropped and couldnt sleep for days worrying about it.My home is to capacity, I have a newborn I need more living space asap. With this current credit, Ill be paying much more money long term and short term for anything involving my credit! All of these years of financial responsibility is now destroyed.
The lost and found money order payment in question that is dated XXXX. I have my receipt, mail showing Im delinquent and snap shots of my XXXX XXXX dropped due to this. Not to mention. Similar issues happened when I first was transferred to this company. Theres issues with the system not being updated for my banks routing number. Thats why I have to send money orders in the first place. My previous mortgage companies had not issues at all taking my payment with the exact same account. But this is no fault of a person. Most likely the system. But its been payment issues since XXXX. But no fault of my own. Also, my XXXX payment I had to ask for a search for my XX/XX/XXXX payment because it had not been received weeks after I sent the payment in. But it was found before it was late. That payment was actually found before XX/XX/XXXX payment. More than likely this would have happened again if I had not acted when I did. XXXX also requested proof of that money order as well.
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| 05/15/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Entered a XXXX month XXXX forbearance in XX/XX/XXXX with XXXX Mortgage. They did not stop the auto draft for our XXXX payment ( {$790.00} ), like they said, so we sent it back, per their request. In XXXX they re-escrowed our acct, with the new payment being " due '' in XXXX ( {$870.00} ) due to their error, reminder we were not making payments at this time. In XXXX we received a letter saying we were being sold to Freedom Mortgage. In mid XXXX, I called, like I was told if I needed to, to extend our forbearance. I was told to call back at the end of the month. So I did and all went well, I thought. XX/XX/XXXX statement showed a property XXXX fee for {$15.00}? Then we received a foreclosure/modification packet in the mail. I immediately called to address to the issue and Freedom Mortgage did not see the XXXX XXXX Agreement on file. They backdated it and said our mortgage was covered till XX/XX/XXXX.
We were reescrowed again, new payment beginning XX/XX/XXXX, {$900.00}, due to their error. Also FM sent out the XX/XX/XXXX statement and on it showed all our payments for XXXX being {$790.00}, XXXX.
XX/XX/XXXX, we submitted our paperwork to XXXX Assistance XXXX, financial statements we received from Freedom Mortgage.
XX/XX/XXXX my wife spoke to XXXX, emp # XXXX, for XXXX mins. She told him we were approved by XXXX, but not sure of the final amount or disbursement date yet.
XX/XX/XXXX, XX/XX/XXXX twice, XX/XX/XXXX, & XX/XX/XXXX total of XXXX mins in 5 days. We were concerned with our forbearance coming to an end. XXXX of them mentioned a XXXX day forbearance to hold us over till there was a payment and we said yes. XXXX of them asked about sending a packet in case it wasn't enough money or if something fell through, and we said that's fine, but with XXXX we can not have or do any modifications with this grant PERIOD.
On XXXX, my wife spoke to XXXX, emp XXXX XXXXXXXX, for XXXX mins., she is the one that told my XXXX that XXXX XXXX a XXXX day foreclosure hold on our acct. Therefore we didn't need to worry this whole time about it effecting our credit, since we thought it was going to be XX/XX/XXXX for the XXXX payment at this point. I called FM twice that day. XXXX had requested a XXXX XXXX XXXX' card from them on XX/XX/XXXX but no response. So I called XXXX to find out when the wire would be sent. She said she couldn't send it, without the XXXX XXXX XXXX card and it couldn't be resent for another XXXX days.So I needed to call FM and have them send it. FM sent the XXXX XXXX back on XXXX. I have since called XXXX and by all accounts everything matched, $ amount included, what we sent them.
XX/XX/XXXX wife spoke to XXXX, emp # XXXX, told them we officially signed XXXX paperwork and will receiving wire soon. Even received a congrats.
XX/XX/XXXX FM called my XXXX explained everything about when they receive the funds from XXXX, posting to our mortgage, monthly wires, etc.
XX/XX/XXXX wire was sent from XXXX for {$11000.00}.
XX/XX/XXXX received loss mitigation paperwork packet. My XXXX called and made very clear " WE ARE NOT SIGNING, WE DO NOT WANT THIS, WE HAVE A WIRE THERE AS OF THE XXXX, WHERE IS IT? '' The lady said the wires from the XXXX should be posted no later than XX/XX/XXXX.
XX/XX/XXXX, XXXX min phone call, XXXX am, asking where the $ XXXX wire is 10 days later?! Still not posted to our mortgage. XXXX is told calling everyday won't make it post quicker.
XX/XX/XXXX is when our loan got put into loss mitigation, somehow.
XX/XX/XXXX - XXXX min phone call by XXXX, in tears, to FM, after we get a letter stating we are in Loss Mitigation dated XX/XX/XXXX. The XXXX balance has been added to the back of our loan. This was without our consent or signed paperwork. And with a very large wire they knew we had waiting to post.
XXXX is when our XX/XX/XXXX FINALLY tried to post.
XXXX states it doesn't go into effect till XXXX but no one would reverse it or stop it. XX/XX/XXXX - XXXX min, XXXX was very rude, spoke to a XXXX, XXXX, Loss Mitigation XXXX. Told me she would look into it, it's easier to reverse before it's booked.
XX/XX/XXXX - Will, emp XXXX XXXXXXXX, transferred me to XXXX emp XXXX XXXXXXXX, she told me the request was still pending and XXXX did not have any new notes. She told me the XXXX XXXX is looking into it and they would backdate the wire and payments and they should reversal the deferral. We got disconnected and I called back, we spoke a total of XXXX hour and XXXX mins. She also mentioned we were in XXXX? I replied NO. But now it shows on my credit report that I am under FM.
Since then I have " spoken '' to XXXX XXXX several times, the one who signed our Loss Mitigation paperwork through XXXX, emp XXXX XXXX & XXXX, emp XXXX XXXXXXXX, XXXX, emp XXXX XXXX, XXXX, emp XXXX XXXXXXXX, because apparently he doesn't have a phone. So he only communicates through email or XXXX message. XXXX told me she saved our whole conversation, the rest did not. Also there has been a {$500.00} Loss Mitigation XXXX Fee placed on our account, not once but TWICE NOW, XXXX & XXXX! So maybe there needs to be stricter regulations on Loss Mitigation. There are tons of complaints on FM putting customers in XXXX and now I see why. Also them not posting wires in a timely manner, then not backdating them accurately. That's interest I am paying, I shouldn't be. That's $ they are earning interest on, they shouldn't be. And they didn't post any of our payments in XXXX. Which is an XXXX tax statement issue.
Oh and they just reescrowed us again on XX/XX/XXXX, new payment {$860.00} starting XX/XX/XXXX.
You tell me, how we are late, when XXXX is wiring {$1000.00} each month from XXXX XXXX on the XXXX or XXXX of the month?
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| 08/07/2019 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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Consumer Financial Protection Bureau ( CFPB ) XX/XX/XXXX, www.consumerfinamce.gov XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Utah XXXX ( XXXX ) XXXX XXXX To whom it may concern : I am a XXXX XXXX ( XXXX XXXX ) XXXX veteran who was preparing for retirement by getting improvements made to my home so as my retirement would be enjoyable. Once I had made the improvements I contacted my homeowners insurance to notify them of the home improvements to update my homeowners insurance, this began my difficulties with my mortgage company : Freedom Mortgage, XXXX. XXXX XXXX, XXXX, CA XXXX, phone XXXX, www.freedommortgage.com my Lone Number is # XXXX.
On or about XX/XX/XXXX, I contacted my home owner insurance broker XXXX XXXX, representing : XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, Utah XXXX, Office : ( XXXX ) XXXX, Cell ( XXXX ) XXXX, Fax ( XXXX ) XXXX, XXXX, to update my homeowners insurance as I had added solar panels and a whole home generic generator to my home and wanted to make sure my homeowners insurance was updated to cover these improvements. Mr. XXXX notified me that my homeowners insurance policy with : XXXX XXXX XXXX, XXXX. XXXX XXXX, XXXX, CA XXXX, ( XXXX ) XXXX, my policy number was # XXXX.
had been canceled on or about XX/XX/XXXX, Freedom mortgage, then known as XXXX XXXX XXXX XXXX, XXXX, XXXX XXXX, XXXX, XXXX. XXXX XXXX, XXXX XXXX TX XXXX, had failed to pay my homeowners insurance for the period of XX/XX/XXXX through XX/XX/XXXX, from my escrow account that they manage through my mortgage payments. Freedom Mortgage had been dealing with XXXX making both my homeowners insurance and Utah State taxes for a number of years.
Mr. XXXX was forced to find a new homeowners insurance carrier for me, which he obtained through : XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX. XXXX XXXX, XXXX OH XXXX, my policy number is # XXXX XXXX. Valid through XX/XX/XXXX, through XX/XX/XXXX.
Mr. XXXX notified Freedom Mortgage that my homeowners policy for the period of XX/XX/XXXX through XX/XX/XXXX, had been canceled due to their failure to make the yearly payment as previously arranged. Up to this point, Freedom Mortgage had no idea that my homeowners insurance had elapsed.
After the notification, Freedom Mortgage responded by sending me a letter stating that they were enacting a forced coverage of homeowners insurance of {$2000.00} US dollars as a penalty for not having homeowners insurance on my home. I notified Mr. XXXX who provided proof to Freedom Mortgage of my new nationwide homeowners policy and a copy of the check covering the period on XX/XX/XXXX through XX/XX/XXXX.
Freedom Mortgage then demanded that I pay {$2000.00} US dollars or they were going to add this penalty to my mortgage payment. Freedom Mortgage was penalizing me, for a failure on their end, for not having homeowners insurance on my home during the period of XXXX.
Freedom Mortgage has managed my escrow account for years ; they have always made my homeowners insurance and Utah State tax payments, as this was the arrangement we agreed upon when they took over my account. I have never made a homeowners insurance payment, or a Utah State tax payment, as Freedom Mortgage made those payments on a regular basis with no previous issues.
Freedom Mortgage illegally made me pay {$2000.00} US dollars as a penalty for not having homeowners insurance due to their negligence ; it is their responsibility to manage my homeowners insurance payment and my Utah State taxes payments through my escrow account that they demanded I have when they assumed my mortgage.
I have always made my mortgage payments and never been late on a payment, I even pay a little more than the mortgage payment when I can to help lower my mortgage interest.
Neither XXXX XXXX, XXXX XXXX, nor Freedom Mortgage have helped me with this matter. I have sent numerous correspondences to Freedom Mortgage to return my {$2000.00}, to no avail. One of the Freedom Mortgage consumer service responses was that they could not help me in this matter and left it at that. This is why I am reaching out to the Consumer Financial Protection Bureau asking help.
I would like my {$2000.00} US dollars returned to me that Freedom Mortgage illegally forced me to pay or suffer higher mortgage payments for a year ( XX/XX/XXXX-XX/XX/XXXX ) that had already ended/lapsed.
Freedom Mortgage had no idea that my homeowners insurance has been canceled until XXXX XXXX had notified them of my new nationwide policy. Their response was to penalize me for their mismanagement of my mortgage.
My Utah State XX/XX/XXXX, property valuation of my home lists its taxable value at {$400000.00} US dollars, Freedom Mortgages last mortgage statement shows that I currently owe {$220000.00} on my home ; why am I forced to have an escrow account so that Freedom Mortgage can manage my homeowners insurance and State taxes?
Freedom Mortgage has clearly demonstrated that they have mismanaged my escrow account and clearly punished me for their poor management of my mortgage.
I want to be able to manage my homeowner insurance which is {$990.00} a year, it was lower under XXXX XXXX but due to Freedom mortgage I am paying just about {$100.00} US dollars more a year due to their failure to pay my homeowners insurance on XX/XX/XXXX XX/XX/XXXX, and my Utah State taxes last year were less than {$320.00} US dollars so all I have to save throughout the year to pay both my homeowners insurance and my Utah State taxes is {$1300.00} a year, which will be easy since my mortgage payment will be lower. I can put the {$110.00} US dollars they charge me each month into my savings account to cover the above.
XXXX XXXX
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| 06/10/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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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.
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| 06/25/2018 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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We live in Florida, when hurricane XXXX hit in XX/XX/XXXX we were mandatory evacuated. After the hurricane we called our lender at that time XXXX XXXX XXXX. XXXX XXXX XXXX rep told us since we were in a disaster area we did not have to pay our monthly mortgage payment and we could go up to 12 months due to the disaster. XXXX XXXX XXXX stated a new law had passed and would be released in XX/XX/XXXX putting the amount that we were behind to the end of the load as long as we meet all requirements, which we did meet all requirements.
XXXX XXXX XXXX started the disaster forbearance which took us to XX/XX/XXXX and they stated the Disaster Modification would be complete by the time the forbearance was over. The disaster modification would be for the 3 months we went behind due to the hurricane, ( XXXX, XXXX, XXXX ).
In XX/XX/XXXX we received a letter from XXXX XXXX XXXX dated XX/XX/XXXX Notice of service transfer to Freedom Mortgage starting XX/XX/XXXX. We called Freedom Mortgage approximately XX/XX/XXXX to check the status of our loan modification and speak with Freedom Mortgage about our situation. They representative explained they bought so many loans it would take them some time to get our information in their system, he assured us everything would be the same as it was with XXXX XXXX XXXX and to call back in a few weeks and check on the status.
We called Freedom Mortgage on XX/XX/XXXX and spoke with representative XXXX teller number XXXX, she seen what was started by XXXX XXXX XXXX, XXXX then started the process with Freedom Mortgage by putting in the forbearance and applying for the disaster modification, XXXX stated we meet all qualifications for the disaster modification. XXXX stated by the time the forbearance period was over the disaster modification would take place to check back next week to see if there was an update. Disaster Forbearance end : XX/XX/XXXX, Disaster Modification would put 90 days at end of loan.
XX/XX/XXXX called XXXX Mortgage representative XXXX teller number XXXX, he stated the forbearance was not set up and no other information was available.
XX/XX/XXXX called Freedom Mortgage representative XXXX teller number XXXX, we were in pending status, call back XX/XX/XXXX.
XX/XX/XXXX called Freedom Mortgage didnt get the teller name, still no update and is in pending status.
XX/XX/XXXX, called Freedom Mortgage representative XXXX, no change, didnt see anything about disaster modification.
XX/XX/XXXX, called Freedom Mortgage representative XXXX teller number XXXX, no change, she escalated to supervisor. She didnt know why nothing was done.
XX/XX/XXXX, called Freedom Mortgage representative teller number XXXX, Discussed a letter we received along with late fees on our statement. Rep stated to disregard letter they were computer generated. If we wanted confirmation to contact my personal rep XXXX teller number XXXX she would email me something in writing.
XX/XX/XXXX, called Freedom Mortgage, our rep XXXX was not available no updates XX/XX/XXXX called Freedom Mortgage representative XXXX teller number XXXX, asked about letter and she stated do not disregard.
XX/XX/XXXX Called Freedom Mortgage, representative XXXX teller number XXXX, sending to supervisor XX/XX/XXXX called Freedom Mortgage representative XXXX, didnt have an update. Asked for my rep to call me XX/XX/XXXX XXXX teller number XXXX called me, everything is in review as of XX/XX/XXXX. New disaster Modification would be : Starting in XX/XX/XXXX TPP and payments would increase to {$1200.00} and interest rate would increase form 4.25 % to 5.125 %. XXXX stated the rate increase was required by the investor XXXX XXXX. I explained the VA guide lines for disaster modification and I disagreed with this modification I also informed XXXX I was contacting VA for help with this issue, VA guide lines are clear. VA documentation states : A permanent modification must meet the following terms to be eligible for execution without the three-month TPP. The term of the loan is extended equal to the number of months the loan is delinquent. For example, if the loan is four-months delinquent, the loan term may only be extended by four months. The loan must have been current at the time of the disaster that caused the delinquency. The servicer waives the delinquent interest accrued on the loan as a result of the delinquency. The liability of the XX/XX/XXXXwill not be increased when servicers waive the delinquent interest allowing for the modification to be completed without a TPP. The limit of the term extension is XXXX without prior approval from VA. The desired result is that XXXX borrowers are able to resume the same regular monthly installments without feeling as though they have been financially penalized due to a disaster.
Even Freedom Mortgage documents states the same information ( See attached documents ) XX/XX/XXXX I called VA Loan Guarantee Office for help with this issue explained everything to my rep XXXX XXXX XX/XX/XXXX my wife called XXXX XXXX in XXXX XXXX and talked to XXXX XXXX, he stated Freedom Mortgage was lying XXXX XXXX has nothing to do with raising interest rates and HUD ( XXXX XXXX ) was investigating Freedom Mortgage and another lender for unfair practices concerning VA loans, he also sent us an article on the issues.
VA representative XXXX XXXX has also expressed the same to Freedom Mortgage and to only extend the terms by 3 months and keep interest rate the same per VA guidelines and per Freedom Mortgage disaster modification.
I also sent a letter to Freedom Mortgage CEO XXXX XXXX All supporting documentation is attached to this complaint.
|
| 12/28/2021 |
Yes |
- Mortgage
- Other type of mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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|
Web |
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I am writing to you for help and assistance. I live in XXXX Ma with my husband and out XXXX infant. We own our condo at XXXXXXXX XXXX XXXX XXXX. My husband and I have been trying to refinance our mortgage loan with no avail. It feels like every door we knock on, false promises are made as we enter, and then the door gets shut in our faces.
We purchased our home in XX/XX/XXXX as first time home buyers, coming out of college with students with a dream of having some of the American pie of the white picket fence and a couple of kids. We were making our mortgage payments on time, until the fall of XXXX when I started XXXX school. Our primary lender at the time was XXXX XXXX. Upon realizing the financial strain of being in XXXX school and making payments, I reached out to XXXX XXXX and let them know of my new financial circumstance. I was told by the representative that they noted it on my file. Some months we were able to make payments and some months we were unable to, but I always called in to let my lender know where we were at.
In the Spring of XXXX in XXXX, my husband became ill with XXXX. We called our lender and they assisted us with getting on Forbearance. We were unable to make any payments at the time due to either of us being allowed back at work due to XXXX. I was not allowed to work because I had a member of my household with XXXX, and he was sick through XXXX of XXXX.
My husband was able to recover from XXXX, not without lasting effects.
It was fall of XXXX when my husband and I started on our paying off all our debt journey. Within months we paid off credit cards, personal loans, and made a dent in our car loans as well. We found out we were expecting and continuing to make payments to exercise debt before the baby arrived in XXXX of XXXX. We were notified by our lender, XXXX XXXX, that our Forbearance was coming to an end in XXXX of XXXX. My husband and I started working on a loss migration plan with our lender in order to bring our account current with the outstanding balance of {$12000.00} we owed. We filled out all our paperwork and got approved for 3 trial payments while the underwriters were reworking our loan agreement. We were able to make 2 payments in XXXX and XXXX of XXXX, and were getting ready to make our third and final payment in XX/XX/XXXX, when we found out our lender sold our loan to a new lender.
Making sure that we did not miss any of our trial period payments, my husband and I contacted our new lender, Freedom Mortgage, in order to make a payment. We were told by the representative that they could not honor our payment plan with XXXX because they did not have the documents stating our trial payment plan. They urged my husband and I to get in contact with XXXX XXXX in order to get the documents sent over. We contacted XXXX and we were told that they already sent everything over to Freedom. And in order for Freedom to get new paperwork sent it will take several business days. It took several weeks. My husband and I continued to check in to follow up on the anticipated documents needed, every time we called in we had to reiterate our story to a new representative who did not read our file. Every time we had to re-discuss that our account was transferred over to XXXX. We requested to speak to managers and we transferred to people who were so unuseful and unwilling to help us expedite anything. By mid XXXX Freedom finally received the paperwork needed and we were finally able to make a payment. We were chastised when we called in by a representative that told us we missed XXXX payment, when in reality their colleagues would not let us make a payment until they received documentation from XXXX XXXX.
Once we made that payment in XXXX we were told that the underwriting team was working on getting us new payment work sent out that we would need to get notarized of our new loan agreement. That was back in XXXX, we are now heading into the new year of XXXX, no closer to getting any answers.
In the meantime, my husband and I have been receiving several calls a week about how we are late on our mortgage even though we have been making payments of the agreed upon amount for the trial payment that we are still in.
My husband and I have also tried refinancing our loan elsewhere to get a new lender of our choice, and our loan was denied today XX/XX/XXXX due to lack of communication from Freedom Mortgage to our potential lender, XXXX. We were told by the XXXX rep that they needed loan verification and specifics regarding our loan due to the fact that there was nothing reported on our credit. Something that we have no control over, because XXXX XXXX closed our loan when they sold our account to Freedom Mortgage.
My husband and I are a better place financially and trying to become current with our lender. We feel like we are being neglected and nothing is being done with our case. In term we can not go to another lender because Freedom Mortgage is not doing their due diligence our getting necessary documents over to 3rd parties. We are stuck in limbo with a lender that doesn't care about us. We continue to make payments to a lender who is hard to reach and even when we do acquire a point of contact they always seem to go on vacation or become hard to find even when we call in with representative ID numbers.
These are hard times, I am more than aware people have to make a living and business have to continue to run. But with something that is so important such as a home, I feel there has been a lot of neglect and not a lot of due diligence done on our behalf.
Thank you, XXXX & XXXX XXXX
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| 03/14/2023 |
Yes |
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- Struggling to pay mortgage
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|
Web |
Servicemember |
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My mortgage company is FREEDOM MORTGAGE. I live in Florida and experienced hurricane Ian followed by hurricane Nicole in XX/XX/XXXX. We were declared a Federal Disaster Area on XX/XX/XXXX. We were told by multiple Real Estate Agents that our lender is required to give relief with a 3 month forbearance on our mortgage, thus placing these moths at the end of the loan. And our next due date would be XX/XX/XXXX. My husband, XXXX, Called Freedom Mortgage in XXXX. He requested information directly about the forbearance that would relieve our payment and move it to the end of the loan. They told him they could do it and would be happy to set that up for us. This was the end of the call. We did not pay XXXX Mortgage but did continue to pay into our escrow. We had not heard anything more and called back in XXXX to see if we needed to complete anything or if everything was still good to go. XXXX ensured via phone call that we were not going to owe this money and we were told no, on a recorded line. They did request documents for us to fill out, they did not send them until XXXX XXXX. These documents asked for things like paycheck check stubs and bank statements. We called and asked why would we need to fill these forms our when the state was declared a state of emergency, the agency replied that we were correct and not to fill out the forms. We also paid into the escrow XXXX all before the end of XXXX. I called Freedom mortgage back after my husband on XX/XX/XXXX as I was worried, we did not receive collecting calls or any late fees during this time but was still very unsettling. I spoke to XXXX # XXXX. During this call he was very egger to get to the bottom of it but told me that the VA is the reason we can not complete this forbearance of placing three months in the end of the loan. He stated the VA will not allow them, Freedom Mortgage to do this. I asked why we were not told in XXXX, he stated the agents that we were dealing with should have been trained. I asked what we were to do as multiple agents told us this was okay and it is not XXXX. He was adamant there was nothing and we would owe the money, explaining that they just give us a break and then ask for it all after that 3 months. I let him know I would have just paid if that were the case. He told me that different agents applied for different things like covid relief which we did not ask for and was not a thing past XXXX XXXX. He was going to go back and review all the recorded calls to verify what I was being told and would return my call. I asked him on a recorded line if I should pay as I was nervous he stated if you pay it will go towards XXXX, XXXX XXXX which are the months you are trying to place at the end of the loan so you should wait. So I did. I also waited for his call which never came. I called multiple times and no return. While waiting for his call, I called the Veterans Benefits Administration to find out what we can do to get this approved as XXXX told me it was them who said no. I spoke to the VA Home load department directly with the VA in the Loan protection Policy/Procedure department. They told me under no circumstances can they tell Freedom mortgage to not do something or to do something but they encourage them to take care of the veterans. They stated there is many calls & complaints about this but ensured me that the VA doesn't hold the power to make them do anything. They provided me with Special relief following a hurricane Circular which is basically show what measures mortgagees may employ to provide relief, which again XXXX told me they told freedom mortgage no. XXXX never took our call or called us back, we requested to talk to someone over XXXX, we believe XXXX was a supervisor as that is what we asked for when we talked to XXXX. Late XXXX we now have XXXX # XXXX she voiced the findings that XXXX notated our account with. Many wrong things told to us that shouldn't have been. Also let us know that what we called for in XXXX was never actually submitted for. Saying they applied for Covid relief which they should have been doing past XX/XX/XXXX. At this time I owed XXXX. She told me about options with splitting this up over 6 months or 12 months. I told her this was not an option. I need it how I requested in XXXX and was told it would happen. I told her my % could not increase, that would also not be an option. While on the phone she applied for what we needed which was 3 months placed at the end of the loan and no change to our %. She said she would know in 5 business days and it would likely be approved and she apologized for everything that happened and ensured me that the agents would receive training. She asked me to call her between XXXX XX/XX/XXXX. I did. No answer or return call. Same thing that happened with XXXX. No one could get her on the phone, they asked if they could help. I wanted XXXX. wouldn't happen. Late last week I had an agent tell me they would help me as they can see notes on the screen and told me that they were reviewing my request and a decision was not made yet and they should have sent a letter on XX/XX/XXXX. After hanging up I thought to myself HOW, I talked to XXXX and she didn't apply for what I needed until late XXXX. So I called back. The agent told me that what XXXX says she applied for would not happen and I needed to pay the money back sooner than later. I kindly ended the call and reached out to a lawyer and gave the information to him. I would prefer not to go this route and have things settled the way they told me they would be. Thank you for listening.
|
| 12/30/2020 |
Yes |
- Mortgage
- Other type of mortgage
|
- Struggling to pay mortgage
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|
Web |
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In XX/XX/XXXX, I closed on a mortgage for XXXX XXXX XXXX in XXXXXXXX XXXX XXXX. This was a zero-down USDA loan. I have never missed a payment. In XX/XX/XXXX, my husband was laid off due to the pandemic and we accepted the forbearance offered through XXXX. In XX/XX/XXXX, Freedom Mortgage bought our loan.
In XX/XX/XXXX, I accepted a position within the XXXX XXXX and a relocation to XXXX, XXXX staring XX/XX/XXXX. I began the process of selling the XXXX XXXX property and my offer on a XXXX, XXXX property was accepted in XX/XX/XXXX. I began the financing process for the XXXX property immediately through XXXX XXXX XXXX, who after evaluating my credit and the property I was buying, believed that a USDA loan was the most appropriate. The sellers of the XXXX property were impatient to sell and initially requested a closing date in early-mid XXXX, but agreed to XX/XX/XXXX.
On XX/XX/XXXX, my lending agent XXXX XXXX called with an update. Because of the forbearance status for the XXXX property, underwriting was having a hard time completing the loan for the XXXX property. He believed that if I could provide documentation showing that the forbearance amount could be paid at the end of the mortgage rather than in a balloon sum, and if I had a current loan statement showing my usual monthly payment and indicating that due to the forbearance, I owed {$0.00}, that underwriting would be satisfied and we could proceed. In other words, if I could show that my current mortgage for the XXXX property was responsibly managed.
Unfortunately, the statements from Freedom Mortgage are extremely obtuse, stating that my loan is delinquent, that it is in forbearance, that I am not required to pay anything at this time, and that as of the XXXX statement, I owe a balloon payment of {$13000.00}. This is the most recent statement and is attached.
I immediately called Freedom Mortgage the same day. I explained the situation and asked for the documentation. I was informed by XXXX that the documentation did not exist. They could not show my payment history, as they had only acquired the loan in XXXX. They could not provide a document showing my regular monthly payment. They could not provide a document indicating what would happen to the missed payments at the end of the forbearance. XXXX advised that the only way to get those documents would be to request to end the forbearance. She advised that this would be a 30-day period of underwriters deciding what my loan and circumstance qualified for, but that of the few options and because I made regular payments previously, I qualified for the desired result of adding the outstanding amount to the end of the loan term ( loan modification ). Once the underwriters had a decision, they could then send me my options.
On XX/XX/XXXX, I called XXXX, who agreed to provide me with my statement history through XX/XX/XXXX via email. I still have not received that document as of XX/XX/XXXX.
On the same day of XX/XX/XXXX, I called Freedom Mortgage again. I said that I understood the process of ending the forbearance and asked for a document explaining what they had verbally told me over the phone about the process and options. They refused, saying again that it did not exist. I asked for the procedures guiding their forbearance handling and they said that those did not exist. They could not, in any way, demonstrate in writing that I had made my monthly payments properly and could ( not would, just could ) therefore qualify for any given forbearance resolution. They could not give me a written explanation of what they were doing with my loan and how it was being reported to credit agencies. They could give me zero documentation whatsoever aside from the vague language on the website and a broken weblink ( as of XX/XX/XXXX ).
The team at XXXX XXXXXXXX XXXX consulted with underwriting and confirmed that the only way for us to move forward would be to switch to a conventional loan and delay the closing period to on or about XX/XX/XXXX, with a 10 % down payment, contingent on the XXXX property closing the first week of XXXX.
I am also in the process of completing the significant and legally sensitive financial disclosure and ethics paperwork for my position in the XXXX XXXX. Due to the now-delinquent status of this loan, I now have to claim delinquency on a federal loan which is a mark against my security clearance.
As of XX/XX/XXXX, per a phone call with my real estate agent XXXX XXXX, the sellers of the XXXX XXXX XXXX property do not want to wait another month to close and will not sign the addendum. I am now at risk of starting this position in a new state with my family, homeless after the selling of our XXXX house, on a XXXX salary that will not compete for median housing prices in the greater XXXX area and too desperate to negotiate. Freedom Mortgage 's refusal to provide basic and clear documentation has currently cost me approximately {$30000.00} ( including the {$28000.00} quoted to me by XXXX XXXX as my total out-of-pocket for closing ), and even more if I lose the contract on the XXXX property. I will make {$41000.00} in cash after the sale of the XXXX house. I could only afford the XXXX house at {$190000.00} because I would have the cash to make substantial renovations afterward. That renovation amount is now going to a surprise down payment and the cost of temporary housing for my family.
Today is also the first day that the webpage that allows me to input my loan number and see possible options has been functional. It too is attached.
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| 01/03/2020 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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Good Day : In XX/XX/XXXX we refinanced our VA loan with Freedom Mortgage. We signed the documents on XX/XX/XXXX, and the rescission period was complete on XX/XX/XXXX. The previous loan was an in-house and they paid off their old loan and replaced it with a new Freedom Mortgage loan through a VA rate reduction refinance with a first payment due of XX/XX/XXXX.
On XX/XX/XXXX, we received a late notice for the old paid off loan for the XX/XX/XXXX payment. The next day, we received a loan statement saying we were due for the XX/XX/XXXX and XX/XX/XXXX payments on the old paid off loan. I called the customer service line and input the old loan number, and the IVR system said I still owed the XX/XX/XXXX payment for the paid off loan. I called the IVR system and input my new loan number, and it stated that my new loan payment was due XX/XX/XXXX. I figured there was some sort of internal computer error, so decided to wait 45 minutes on hold and talk to a representative. I spoke with a XXXX, who told me the following : 1. Our IVR has always worked this way. Maybe management doesn't know it. And that the billings " crossed in the mail '' with my refinance. ( the print dates on the documents were XX/XX/XXXX and XX/XX/XXXX, respectively ... my loan closed XX/XX/XXXX ) 2. She said my loan did not pay off until XX/XX/XXXX, which is why you got a late notice for XX/XX/XXXX and a statement for XX/XX/XXXX/XX/XX/XXXX payments ( I told her this was an internal problem with them ... .it should have paid off on XX/XX/XXXX as the interest for the XX/XX/XXXX payment was collected up to that date in the closing process ) 3. She confirmed that we didn't owe anything, but we had a negative escrow balance on the old loan we would have to pay. I told her we owed nothing on the old loan, that the old loan was paid off and the escrow was transferred to the new loan. ( there was actually an overage in the escrow account at the time we paid off the old loan ) 4. I told XXXX I wanted to file a complaint. She said she couldn't help me with that, and I would have to file it at XXXX. I told her I would not accept that, and she needed to escalate my complaint to a supervisor. She got XXXX on the phone.
5. XXXX told me despite when my documents were signed and when the rescission period was up the loan was not paid off on Freedom Mortgage 's system until XX/XX/XXXX, and there was a negative balance in the escrow because my homeowner 's insurance bill came in and they paid it from the old loan!!!!!
6. I told XXXX that was not my fault, and they needed to correct the error internally as the insurance should have been paid from the escrow on the new loan, where the escrow funds were transferred. She told me I would have to talk with my loan officer, as she could not resolve the situation for me, and she further told me I owed $ 600+ to them for the negative escrow balance, and they wouldn't close out the old loan until I paid it!!!!!! She told me that the " payoff '' came in late, and they used my escrow account to " net out '' the additional interest owed when the loan did not pay off promplty on the XX/XX/XXXX!!!!!!! That is purely illegal! The loan should have been closed on XX/XX/XXXX. They should not be charging me interest on the old loan after XX/XX/XXXX and using my escrow account to cover interest I didn't even owe!
7. I told XXXX I would not be a go between between the servicing and origination departments at Freedom Mortgage. I told her this was their internal error in not paying off the loan on XX/XX/XXXX, and they needed to correct it. She insisted I had to resolve the situation on my own. I told her I would not hang up, and that we needed to have a three way call with the origination department to get the situation straightened out. She transferred me to a man named XXXX, who is the first person who understood the issue, and offered to help.
8. XXXX stated that some sort of internal error occurred, as the loan should have been paid off XX/XX/XXXX. He didn't know why the loan was left active until XX/XX/XXXX, which apparently caused the error when the bill came in for the insurance, and for it to be paid from the wrong account. He could not figure out what they did ... but it looked like they treated the payoff as a " short payoff '' and netted funds out of escrow to pay additional interest I did not owe. XXXX said he would look into it further, and get back to me.
I am filing this complaint to make you aware of the illegal lending practices at Freedom Mortgage. If I was not a savvy financial services executive, and instead someone who did not understand lending and escrow accounts, I would be cheated out of interest not owed, and be sending them a check for a negative escrow balance! The first two representatives at the company did not want to help me. They wanted me to go away. If I had not insisted on staying on the phone for an hour and arguing with them, I would never have gotten to XXXX, who does seem to understand that Freedom Mortgage made some very big mistakes related to charging me excess interest and paying my insurance from the wrong escrow account ( from a loan that was supposed to be paid off ).
XXXX says he will call me back ... I have not heard from him yet, but I want to escalate this complaint promptly as we can not allow mortgage companies to get away with this sort of illegal and unethical behavior. I consider this a UDAAP issue, and it needs to be promptly addressed. At this point, I do not have any resolution from Freedom Mortgage.
Regards, XXXX XXXX
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| 07/31/2018 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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Both my loan Closing Disclosure Statement as well as my Initial Escrow Disclosure Statement list that included in my escrow is a " front foot fee. '' Specifically on page 1 of my Closing Disclosure Statement it shows that my estimated escrow is {$640.00} a month and it shows that it includes property taxes, homeowners insurance, and Other : Front Foot Fee. The breakdown of the {$640.00} a month includes XXXX XXXX/month in homeowners insurance ; $ XXXX/month in property taxes ; and $ XXXX/month for the front foot fee ( totaling the {$640.00} a month I pay into escrow ). My loan was initially through XXXX XXXX, but was immediately sold to Freedom Mortgage.
My front foot fee is {$700.00} annually. At the end of XXXX, 2018, I received a bill in the mail for {$220.00}, which is the first portion of my annual front foot fee. I called Freedom Mortgage on XX/XX/2018 at XXXX XXXX and spoke to XXXX, ID # XXXX. I explained that the Closing Disclosure statement shows that the front foot fee is included in the escrow. After telling me that nobody there even knew what a front foot fee was, he said he would open a ticket and look into it, but I should fax the information to the tax department at XXXX with a copy of the bill. I did so the same day. I never received a response.
At the beginning of XX/XX/2018 I received a bill dated XX/XX/2018 for {$480.00}, which is the second portion of my annual front foot fee. I called Freedom Mortgage on XX/XX/2018 at XXXX XXXX and spoke with XXXX, ID # XXXX. XXXX, much like XXXX, kept insisting that Freedom Mortgage does not pay this bill, that I do, but once I showed him the Closing Disclosure Statement he agreed with me that yes, it should be included in my escrow amount, he told me he was opening a ticket and I should email the bills and a description to XXXX. He said the ticket should be closed by XX/XX/2018. I emailed the information the same day, and received email confirmation that they were reviewing my information.
After not hearing from Freedom Mortgage by XX/XX/2018, 10 days after I was told the ticket should be closed, I called Freedom Mortgage again on XX/XX/2018 at XXXX XXXX and spoke with XXXX, ID # XXXX. He said they should have sent me a letter denying payment as unable to process due to the bills being utility bills. I asked him to provide me a breakdown of what my monthly escrow payments went toward, which he attempted to do so, but the amounts did not add up to {$640.00}. I pointed out to him page 1 and 4 of my Closing Disclosure Statement, where it shows that the front foot fee is included in my escrow statement. He reviewed that document as well as the Initial Escrow Disclosure Statement ( where it shows a property front foot benefit of {$700.00} annually ) and agreed with me that the documents do show that the front foot fee is included in my escrow and should be paid by Freedom Mortgage. He said they would have to pay bill or refund the money. I told XXXX that if they refund the money that I would request that they include extra money for the interest that has accrued at 1.5 % per month on the unpaid balances on those unpaid bills that I gave Freedom Mortgage sufficient time to pay for. XXXX told me that either him or his supervisor XXXX would call me back that day, or the very next day. I never received a phone call.
On XX/XX/2018 I received a letter in the mail from Freedom Mortgage dated XX/XX/2018 saying that they reviewed my " property tax '' inquiry and that " the correspondence we received is a utility bill issued by XXXX XXXX County. Please be advised that utility bills are not included in your mortgage and is the responsibility of the homeowner. '' This letter alone makes clear that they did not conduct a thorough review because I never once inquired about property taxes, and neither front foot bill is from XXXX XXXX County -- one is from XXXX XXXX , XXXX, and the other is from XXXX XXXX XXXX XXXX, XXXX. While the first bill is vague as to what the charge was for, it did say that " your mortgage lender may have escrowed funds for the payment of these charges. '' The second bill clearly states in the description that it is the " Annual Front Foot Assessment for XX/XX/2018 - 18 Years Remaining. '' On XX/XX/2018 I called Freedom Mortgage at XXXX XXXX and spoke with XXXX, ID number XXXX. I explained everything thoroughly to her. She said they are resolving the issue by issuing a refund to me in the amount of {$2600.00} as there was extra money in our escrow account. I told her that a refund of money we paid in does not resolve the issue as this is going to be an annual issue for the duration of the front foot fee, and that if my loan specifically says they will pay the front foot fee that they need to pay it. Furthermore, I gave Freedom Mortgage sufficient time to pay the bills, which they refused, and the unpaid balances accrue a 1.5 % per month, 18 % per annum interest fee if unpaid, which has been accruing. In other words, refunding the money that Freedom Mortgage has been taking from me monthly, that is rightfully mine, does not cover the interest that Freedom Mortgage should pay since they should have paid the bill from the beginning. XXXX told me that Freedom Mortgage never pays Front Foot Fees, and I told her that they bought my loan from another company, but they have been collecting the front foot fee in my escrow, so they need to pay it. She said she would open another research ticket, but given the lack of responsiveness in the prior interactions I am not hopeful.
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| 03/29/2022 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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i am XXXX, XXXX XXXX, Consumer, authorized representative for the Original creditor, the XXXX XXXX XXXX XXXX. i am submitting this complaint in regards to the account ending in XXXX with FREEDOM MORTGAGE CORPORATION. FREEDOM MORTGAGE CORPORATION is in violation of Title 15 of the United States Codes, in regards to a collection of a debt and extension of consumer credit. They have engaged me with communications that are false, misleading and use obscene language, written with the intent of harassing, annoying and oppressing my NAME, reputation with the credit bureaus, and my mental state. Their contract was originated in fraud due to a lack of full disclosure, deeming the contract null and void. I have sent multiple affidavits to FREEDOM MORTGAGE CORPORATION without PROPER response. I have asked them to explain to me what type of " account '' FREEDOM MORTGAGE CORPORATION, has set up in the name of the XXXX XXXX XXXX XXXX, they have failed to provide a PROPER response.
Pursuant to 15 U.S. Code 1693a 2 ) the term account means a demand deposit, savings deposit, or other asset account ( other than an occasional or incidental credit balance in an open end credit plan as defined in section 1602 ( i ) [ 1 ] of this title ), as described in regulations of the Bureau, established primarily for personal, family, or household purposes, but such term does not include an account held by a financial institution pursuant to a bona fide trust agreement ; Pursuant to15 USC 1602 ( j ) The terms open end credit plan and open end consumer credit plan mean a plan under which the creditor reasonably contemplates repeated transactions, which prescribes the terms of such transactions, and which provides for a finance charge which may be computed from time to time on the outstanding unpaid balance. A credit plan or open end consumer credit plan which is an open end credit plan or open end consumer credit plan within the meaning of the preceding sentence is an open end credit plan or open end consumer credit plan even if credit information is verified from time to time.
I am confused as to which I have because the definition of " account '' excludes " incidental credit balance in an open end credit plan. These material facts have been omitted from their Deceptive credit application. This has led to my identity being stolen, my reputation being ruined with the credit bureaus, and mental anguish that has severely impacted my personal and family life.
Pursuant to 15 U.S. Code 1631 ( a ) a creditor or lessor shall disclose to the person who is obligated on a consumer lease or a consumer credit transaction the information required under this subchapter.
Pursuant to 15 U.S. Code 1635 Except as otherwise provided in this section, in the case of any consumer credit transaction ( including opening or increasing the credit limit for an open end credit plan ) in which a security interest, including any such interest arising by operation of law, is or will be retained, the obligor shall have the right to rescind the transaction until midnight of the third business day following the consummation of the transaction or the delivery of the information and rescission forms required under this section together with a statement containing the material disclosures required under this subchapter, whichever is later, by notifying the creditor, in accordance with regulations of the Bureau, of his intention to do so. The creditor shall clearly and conspicuously disclose, in accordance with regulations of the Bureau, to any obligor in a transaction subject to this section the rights of the obligor under this section. The creditor shall also provide, in accordance with regulations of the Bureau, appropriate forms for the obligor to exercise his right to rescind any transaction subject to this section.
It is obvious, the intent of the designer and furnisher of this form is attempting to prevent me from making an informed use of my credit pursuant to 15 U.S. Code 1601 by omitting these material disclosures which is a violation of the Fair Debt Collection Practices Act and Truth In Lending Act. This contract shall be deemed void and unconscionable I was also not made aware that it is a possibility that my account could be securitized, bundled together with other credit accounts and placed in the XXXX XXXX XXXX XXXX XXXX and to be sold on the market.
The actions of FREEDOM MORTGAGE CORPORATION, are not alone violations of civil laws, they are also criminal as they are guilty of theft by conversion. They have lawfully obtained possession to the personal property/information ( XXXX XXXX XXXX XXXX ) of XXXX, XXXX XXXX XXXX XXXX, and possibly converted the property into funds for their own use and without the individuals permission. It was not possible for me to make this decision as I was not given all of the material disclosures required to establish a valid contract I am demanding a sum of {>= $1,000,000} for FREEDOM MORTGAGE CORPORATION transgressions against XXXX XXXX XXXX, Consumer and the XXXX XXXX XXXX XXXX. I am also demanding all derogatory remarks be removed with the credit bureau, and any other account or TRUST that derives any funds from the XXXX XXXX XXXX XXXX XXXX, be exposed and all proceeds from said accounts due payable to XXXX, XXXX XXXX, Consumer. I expect quick resolution of this issue as it seems to be an ongoing issue with this financial institution. If it is not properly handled they will continue to violate consumer.
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| 06/24/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Although our mortgage is paid through our bank 's auto bill payer and our payment has never been late, for the last 7 months Freedom Mortgage has been misapplying our payment, charging us late fees, and reporting us as delinquent to credit agencies. As I will detail below, we have tried to resolve these issues through numerous phone calls and letters. No one has been able to solve our problem, our payments are not being tracked appropriately, and the customer service department seems unable to effectively communicate with their billing department. Furthermore, the records they provide us give inconsistent information about how they are applying our funds. Our problems began when our mortgage payment, due by XX/XX/XXXX, was increased by {$29.00} and we were not aware. When we made our XX/XX/XXXX payment on XX/XX/XXXX in the old amount, no one notified us of the shortfall. Freedom mortgage claims they called to notify me of the shortfall, but I have no record of a call or a voicemail. Our XX/XX/XXXX payment was applied to the principal, interest, and escrow, appropriately, even though there was a shortfall. In XX/XX/XXXX, we were still not aware of the increase, so our payment was again short. Freedom mortgage took {$99.00} in a late fee from our payment ( even though we had paid 99 % of our XX/XX/XXXX and XX/XX/XXXX mortgage payments on time ). Freedom mortgage took the remainder of our XX/XX/XXXX payment and paid it to the principal of our loan, which made their records look like we never made a XX/XX/XXXX payment. I still received no notification of the error from Freedom Mortgage. In XX/XX/XXXX, the shortfall happened again, but I became aware of the issue when I opened a mortgage statement and saw that what they stated we owed was more than double what it should be. I called Freedom Mortgage on XX/XX/XXXX and spoke to a manager named XXXX ( # XXXX ). I told her I was going to correct our payment amount and send {$88.00} for the {$29.00} we were short for XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. She assured me those funds would be applied correctly and the late fees would be reimbursed, so that our account would show current. On XX/XX/XXXX {$88.00} was paid to Freedom Mortgage to bring our account current and from XX/XX/XXXX to the present time our payment has been in the correct amount. What XXXX told me would happen, did not happen. The late fees were not reimbursed and the {$88.00} was placed in unapplied funds. I called Freedom Mortgage again on XX/XX/XXXX. Our XX/XX/XXXX payment and the {$88.00} was not applied correctly until XX/XX/XXXX. At this point, the late fees were still not reimbursed. At some point in XX/XX/XXXX ( which we did not discover until XX/XX/XXXX ), Freedom Mortgage reported us as delinquent to the credit agencies. Because the late fees had not yet been reimbursed ( as promised in XX/XX/XXXX ), when we sent our XX/XX/XXXX payment, they deducted {$190.00} in late fees, making our mortgage payment short again. They then took the {$2600.00} of our payment that remained and applied it to the principal of the loan, making it seem like we did not make our XX/XX/XXXX payment. On XX/XX/XXXX I sent a written complaint about the misapplied funds and received a phone call from a supervisor named XXXX at Freedom Mortgage, that " everything had been fixed. '' I was told we would receive a written answer to our complaint, but we did not receive a written answer until my husband called Freedom Mortgage on XX/XX/XXXX and they emailed him a letter dated XX/XX/XXXX. The letter states that Freedom Mortgage reimbursed us for the late fees, sent a letter to the credit agencies saying the delinquent notice was in error, and fixed our problem. This letter is factually incorrect in that they had not fixed our problem. They did not thoroughly review our account because at the time of writing their letter, our records showed that in XX/XX/XXXX, Freedom Mortgage took our XX/XX/XXXX payment, deducted late fees that we were supposed to have been reimbursed for in XX/XX/XXXX and applied the balance to the principal, leaving our account showing that we did not make a payment in XX/XX/XXXX! How is it possible that in reviewing our account in XX/XX/XXXX, they did not see this error from XX/XX/XXXX? Please note that our XX/XX/XXXX and XX/XX/XXXX payments have been applied correctly, but our XX/XX/XXXX statement incorrectly states that in XX/XX/XXXX we owe a {$99.00} late fee and that we are a payment behind. Also concerning, is that Freedom Mortgage most likely erroneously sent another delinquency letter to the credit agencies regarding our account. We spoke to XXXX again on XX/XX/XXXX and she was completely unaware of the misapplied XX/XX/XXXXpayment stating that her records showed we were current, but had n't made our XX/XX/XXXX payment yet? We made our XX/XX/XXXX payment on XX/XX/XXXX. After hours of examining two different inconsistent payment records from Freedom Mortgage, on XX/XX/XXXX, I discovered the misapplied XX/XX/XXXX payment. My husband and I are applauded at Freedom Mortgage 's policies and their ability to not only understand, but to track how they are applying customers ' payments. In our case, I believe it has reached gross negligence levels and the Consumer Financial Protection Bureau should be very concerned for other mortgage holders dealing with this company. Please help us solve this problem and hold Freedom Mortgage accountable for their negligence.
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| 10/03/2018 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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Web |
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XX/XX/XXXX To Whom It May Concern : I am requesting that the negative late payment remark be removed. I have shown proof that I had my bill pay make a payment. I have made a payment every month since they took over my loan. I never once received a statement showing an increase and I did not receive mail from Freedom Mortgage until XXXX except for my initial welcome packet. My loan was sold to them to be serviced in XXXX. I got the first introduction letter and I tried to do as they told me to sign up on their website. After multiple attempts, I had a username and password and they had my email, but it would not let me access it so I gave up and set up payment through my bank bill pay. Fast forward and I received a statement in XXXX showing that my payment was double the usual amount. This was the first piece of mail I had received this year from XXXX Mortgage. I contacted them and we spoke on XX/XX/XXXX. I asked why the payment was more and they said that there must have been an overlap in the system and perhaps my bill pay was delayed. They said I did not need to do anything about it. I received another statement for XX/XX/XXXX showing the same thing. This time when I called in, I was told that my payment was not for the correct amount and that each month the money was pooled together and the payment would be made but there was a shortage. I asked about the shortage and about what happened. They told me that the escrow account had been adjusted and that they sent me a letter stating this in XXXX. However, I informed them that I had not received that statement or any mail from them until this past month. The customer service representative told me that I did not need to worry and that no negative report would be made to my credit. All I needed to do was to pay the difference and adjust my payment amount. I immediately did as I was told and was relieved. I thought that this was resolved. I told her that I did not have access to their online system and she said that it did not work for some browsers like XXXX XXXX.
Well, about a week later, I get an update credit alert and it says I was marked with a late payment on my mortgage. I was shocked because I did everything the customer service representative said to do and they still did this. I called immediately and the representative said my payment was late and that they reported it. I explained with the prior representative had stated and she said there was nothing she could do about it. I explained how I never miss any payments on things and she could check my report and she said it was too late. I asked what I could do to rectify this. She said I could send a request to Freedom Mortgage and ask them to reverse it so I did this. Then a week or so later, I got a letter saying that they would not reverse this report. This is not right. I did my part as the consumer. I followed up with the company. I even received confirmation and was told that they would not report late as it was a mix up. Since then, I have spoken to multiple supervisors and their supervisors. XXXX, XXXX, and XXXX. XXXX listened to all of the recorded calls and told me that they did in fact tell me that it would not be reported but that the customer service representative would be dealt with. I explained that I use my credit for business and that this was not the result I was looking for. She also told me she would call me back in 24 hours and I had to wait 48 hours and follow up with her myself. I spoke to her supervisor, XXXX, and he told me that it was reported due to the Fair Credit Reporting Act. I explained to him that it was not fair at all. There company misinformed me. I then asked him why they never sent me an email. He said they do not use email. He said they had robo called me. However, I explained that I am on the phone all day and I did not have one message from any Freedom Mortgage robot to call them.
This is disgraceful and an abuse of power on their part. My loan was sold to them in XXXX. I did my part to pay my bill every month. I did my best to get acquainted with their program and system. After multiple calls to this organization, I am in disbelief that they can even service a loan. They were not professional. They did not inform me that my payment was not cleared. I am the one who inquired and they didnt tell me on XX/XX/XXXX. For this to drop my credit score over 100 points while I was not informed is an outrage. I am asking for this to be reversed and for them to be further investigated. I hope my loan is sold to a professional servicer. Please help me resolve this issue. I also have included my bank balances. I had the money to make the payment. I was not behind because of a lack of funds. I simply did not know that my payment amount had changed. Also, I received a letter in the mail last week about my insurance policy being inactive. This company is a fraud. I used their service and uploaded everything. I called the next day and they said it could take one to two business days. I called the following week and they still did not have it. They were threatening to add on expensive insurance and I have a current policy that I have had since XX/XX/XXXX. I gave them the information on the phone. I hope they do not add new surprise fees. I want a new loan servicer and my credit repaired.
Thank you for your time and consideration. My credit is extremely important to me. This has taken hours of my time to resolve.
Best Regards, XXXX XXXX
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| 12/26/2018 |
Yes |
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- Trouble during payment process
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Web |
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My husband and I closed on our primary residence mortgage loan on XX/XX/XXXX with XXXX XXXX. We purchased the home for the sale price of {$550000.00}. After putting a downpayment, the loan amount was {$440000.00}. The property was appraised prior to the closing for the amount of {$490000.00}. At the time of the closing, we were in the process of selling our prior primary residence. Once we sold it, we intended to put the proceeds on the principal balance of our new loan and expected that doing so would eliminate the private mortgage insurance ( PMI ) included in the loan. In fact, we were sure to ask about this at the closing table and were told that it would not be a problem to do so once we met the loan to value requirements. Shortly after closing, we received notice that the loan had been re-sold to Freedom Mortgage and the company would become our new loan servicer.
We sold our other home in the summer of XXXX. Sometime thereafter I contacted Freedom Mortgage 's customer service line to request information regarding how to eliminate the PMI. Freedom 's customer service representative told me at the time that it was not possible to eliminate the PMI even once I met the Loan to Value ( LTV ) requirements because our loan was subject to a " seasoning requirement '' ( a period of time in which I could not eliminate the PMI even if we met the LTV requirements ). Even though this did not sound right based on the terms in my original loan documents and the little I knew about the federal Homeowner Protection Act which is cited in our loan documents, I decided to wait to further pursue this matter with Freedom until we received the proceeds from our other home and used these proceeds to reduce the principal balance ( i.e., until we met the LTV requirements ). After significantly reducing the principal balance in XX/XX/XXXX with the proceeds from the sale of our other residence ( as a result, our current loan balance is {$130000.00} ) I again contacted Freedom and was told once again that while I could make the written request, the likelihood was I was not eligible to eliminate the PMI. Please note, in addition to LTV amounts, we meet the other requirements ( we are current on our payments, etc. ) On XX/XX/XXXX I submitted the written request to eliminate the PMI ( see attached XX/XX/XXXX Letter to Freedom - I also cc : d on the email an individual I thought might be Freedom 's Compliance Officer from a Linked In Profile I obtained ). In response to the request, we received a letter from Freedom dated XX/XX/XXXX which informed us that the PMI could only be terminated if : ( 1 ) we obtained an appraisal from their vendor XXXX - the amount of the appraisal I learned by contacting the vendor is {$450.00} ) ; and ( 2 ) the " new appraisal demonstrates a Loan-to-Current-Value ratio of 75 % or less for loans aged less than two years and the appraisal indicates significant improvements to the property. '' See attached XX/XX/XXXX letter from Freedom.
On XX/XX/XXXX, I contacted Freedom 's customer service again to discuss their letter and to express my concerns that these conditions were improper based on the terms of my loan agreement and federal law. I was told by the representative that I have a XXXX XXXX loan and that Freedom had to follow specific XXXX XXXX requirements as reflected in their XX/XX/XXXX letter in response to my request to terminate the PMI. The customer representative also noted that my records showed that I was not eligible to terminate PMI before XX/XX/XXXX although she could not explain why this PMI termination date was chosen. She also stated that there was a " flag '' on my account that indicated that I was eligible for refinancing and that was the only other way to eliminate the PMI at this time and offered to immediately connect me with someone to discuss refinancing ( I declined her offer ). When I asked her for the name of Freedom 's Chief Compliance Officer, she would not provide that person 's name.
This is my third mortgage loan in my lifetime and I have never had any difficulties reducing PMI once I met the LTV requirements. I believe that Freedom 's actions in response to our request of requiring a {$450.00} appraisal for a loan at that time was less than one year old and in addition requiring that the appraisal must demonstrate that significant improvements were made to the property ( not likely for most consumers ) in order to eliminate PMI violate federal law and the terms of my original loan. I have made numerous attempts with Freedom to resolve this matter. Instead, I received repeated responses that seemed designed to discourage the consumer from making the request and when we did make the request, placing insurmountable and/or seemingly illegal barriers in order to keep the PMI in place despite our best efforts to explain that we do not believe they are permitted to impose these additional requirements ( please note that I have no basis for this assertion but I did wonder throughout this process whether Freedom has some sort of a kickback of other improper arrangement with the PMI insurer which provides incentives to impose these kinds of obstacles to discourage a consumer from further pursuing this matter ). Therefore, I am requesting the Bureau 's assistance in evaluating whether Freedom is acting in violation of applicable law in this instance and if so, in properly resolving this matter ( i.e., terminating the PMI as we requested ).
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| 08/12/2020 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
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I have a mortgage through Freedom Mortgage. XXXX of XXXX I received a call to refinance my loan because the interest rate had dropped. I agreed, and the notary came to my house and we signed all the documents and the notary then sent the documents via XXXX XXXX. Because of the closing, I did not make a XXXX or XXXX mortgage payment. While I was on vacation in XXXX of XXXX, I kept getting phone calls saying that I needed to make my mortgage payment. That I hadn't made any payment. I told them that I had refinanced my loan and didn't need to pay. They said, we are just the billing department and don't know anything about that. After I finally got a hold of a manager, this manager said that they " lost '' my closing paperwork. The manager said that it would be better if we just did the whole refinance over again with a new loan number. I said okay. The notary came to my house again, ( the same one ), and he again put all the documents into a XXXX XXXX envelope and mailed it to Freedom mortgage. I called 24 hours later, and Freedom had received the paperwork and the closing was complete. Now, let 's forward to XXXX of this year. I get a call from a loan officer of Freedom named XXXX XXXX. He tells me that he can lower my rate to 2.875 % and save me about a {$100.00} per month on my mortgage. I say, let 's do it. He sends me via email all the documents that I E-signed to get the refi started. XXXX tells me that I'll probably close XX/XX/XXXX, and to not make my XXXX payment. As we are getting close to the end of XXXX, I'm not hearing anything from XXXX or a notary to set up an appointment. I email XXXX several times and he said that I needed to wait because they were backed up, but it still looks like the middle of XXXX will be close. It's now XX/XX/XXXX, and I have not heard from anyone on my closing. I call XXXX and I tell him I should make my mortgage payment because I don't think we are going to close. XXXX tells me not to pay yet, that I can wait up until XX/XX/XXXX to make a payment. XX/XX/XXXX, I tell XXXX that I don't hear anything I'm paying my mortgage on the XXXX of XXXX. He said I could probably wait another week, but if I wanted to, go ahead. I asked him what the hold up was. XXXX said that he couldn't really decipher the notes on his computer, but it was something about the title. He said he would email other people to find out what was going on. On XX/XX/XXXX I made a mortgage payment because I still hadn't heard anything. I was charged a late payment fee of {$52.00}. XXXX told me to call customer service because you've been waiting on a refi and the late payment should be waived. I called customer service and I told the operator to specifically refund the payment to my bank account. She said it would take about 24 hours to get the refund. After 72 hours, I did not see the refund in my bank account. I called customer service again, and the operator said that the first person put the refund back as part of the principle of your loan. He changed it to a refund and I did get that money back in my bank account within 24 hours. Towards the end of XXXX, I emailed XXXX to find out what the status was of my refi. He replied that they were still working on it. On XX/XX/XXXX, I get a call from XXXX XXXX. He's a manager with Freedom. He said that when I refinanced my loan back in XXXX and then XXXX, the first lien is still showing on the title. It's " our fault " and we need to release the lien from XXXX, so we can do this years refi. I had 2 liens from XXXX that were their fault. I asked how long it would take and he couldn't tell me. I asked about paying my XXXX mortgage, and he said to wait a few days. I never heard anything back so on XX/XX/XXXX, I paid my mortgage payment, but there was a late fee of {$52.00} attached to it. My payment is always {$1300.00}, and now {$1300.00}. I tried calling XXXX XXXX and just get voicemail. I call the customer complaint department and talk to a woman by the name of XXXX. She said that somehow they took off the late payment for XXXX, but then transferred it over to XXXX. How could that happen? In my contract I've got a 15 day grace period. She agreed and just when she was going to credit my account and fix their mistake, I got disconnected from her. I called back 4 times and no one knew who she was because there are so many XXXX 's there. This morning I received an email from XXXX in the loan processing department. Here is the copy : I have been working on your file for some time with our lien release department. I am trying to get a satisfaction for the loan. Did something happen when you did the refinance in XXXX. The issues is there was a loan done in XX/XX/XXXX for {$220000.00} and then XXXX done in XX/XX/XXXX {$220000.00}. The one in XXXX was never released. Your loan will not be closed, this is not something you had control over. Sorry for any inconvenience this has caused. Thank you.
XXXX XXXX Mortgage Processing Team Lead On behalf of Freedom Mortgage Fax. XXXX XXXX I tried calling XXXX and got her voicemail. Then I tried her manager, XXXX XXXX, and got her voicemail. I tried calling the complaint department and was told to call the " Escalations '' department. I tried calling them 3 times. Each time a recording said that I would have to wait 15-17 minutes. Each time was 45 minutes and I just finally hung up. I couldn't wait any longer. I want to know why no one at Freedom mortgage can release the lien on their mistake??
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| 12/20/2021 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
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Freedom Mortgage ( NMLS ID : XXXX ) recently ( Freedom began to accept any payments after XX/XX/21 ) took over servicing my VA loan from XXXX XXXX ( NMLS ID : XXXX ). I mailed my first payment to them and they received it on XX/XX/21. On XX/XX/21 I began to receive sales calls disguised as customer service calls. I answered the first XXXX and listened to the guy give his intro and when I realized it was the new mortgage company, I hung up. I had already sent payment and didn't need any information from them so I assumed it was a sales call to get me to refinance. He immediately called back, which I ignored, but listened to his voicemail. He also sent an email ( also on XX/XX/21 ) stating this : My name is XXXX XXXX and I am your loan advisor for your home loan with Freedom Mortgage, which was recently transferred to us from XXXX XXXX XXXX. I am trying to contact you regarding your account with us, and left a message for you at ( my phone number ).
Please reach out to me at your earliest convenience at ( his number ), or respond to this email with a good time to call you. I look forward to hearing from you.
Thank you XXXX XXXX Team Leader, Sales Producing His signature is what told me this was definitely a sales call rather than an actual attempt to assist me with my loan. I immediately went online to look up their main number, called it and was able to get my loan number and confirm they received my payment via their automated system. It gave no options that I could find to actually get to customer service ( you can, it's just either buried at the end of the IVR or requires you to smash 0, but only within certain menus as I was smashing zero pretty much the entire call ).
I then sent an email back to the agent stating this ( I'll admit I was being a jerk, but I was frustrated ) : Hi XXXX I'll cut to the chase. I hate sales and marketing. I don't need a sales pitch. The loan is 6 months old. So unless you are going to reduce the interest rate below 2.75 % AND ( this is key here ) cover all closing costs so that I pay XXXX out of pocket, I'm not interested. I've already set up my online account and your company has received and cashed the check for XXXX 's payment so I think I'm all good. I'll continue to make payments either online or via mailed checks ( no app, are you guys living in the 90s? ).
Please remove me from all marketing and sales email and call lists.
I appreciate you reaching out, but for me, when the loan transfers I prefer to have a seamless transition where I speak with no one and can immediately access the account online.
Thanks for the call and email and have a happy holiday season!
Again, I want to reiterate that all voicemails received ( XXXX so far ; XX/XX/21, XX/XX/21, and XX/XX/21 ) didn't not specify what they wanted exactly, but rather left vague references to assisting me with my loan ( which I didn't need as I had already set up my online account and made my first payment ) and their email was the same.
I figured maybe that would be the end of it. Nope, he calls again on XX/XX/21, I recognize the number and ignore again, but listen to him give the same salesy pitch in the guise of helping again. I leave it be as I figured maybe it takes some time to process my request to be removed from their marketing and sales lists.
Then he calls me again today to which I again ignore it, but listen to the exact same vague message to assist me. Now I'm XXXX. I immediately find the customer service number again and call in. I go through the prompts trying to find my way to a service rep. Finally, one of the menus worked when smashing zero and it takes me to a wonderful rep who validates my information and asks what I called in a about. I tell her I have a sales rep keep calling me and I want it to stop and she immediately says she will take care of it. She said that it was someone from their refinance team ( as I had already assumed at this point, but had not confirmed until now ). I thank her and we end the call. I opted to do their survey to which I gave the service rep a glowing review as she did great and I left them some comments about the shady practice of calling recently bought loans ( that closed on current loan only XXXX months before ) to get them to refinance.
After this call ends and I do the survey I check my email and now see I have another survey about the onboarding experience. What? Onboarding you say? Oh you mean the aggressive sales calls disguised as a helping hand? It basically asks if you received a call to review your loan to which I say yes and then it asks you if you got various information ( how to set up account, make payments, etc ). to which I say no, because I never actually took the call. I was able to figure this out on my own ( which I know not everyone is and would likely take these sales calls, hence me reporting this shady practice ) and already had an account set up and made my first payment.
The survey asks how likely you are to recommend Freedom Mortgage to family friends on a scale of 0-10 ( I'm sure you're stumped at this point as to the score they got ). The actual email is only signed by " XXXX XXXX XXXX ''. So who actually does the onboarding? Customer service or sales? Are they same thing? Are the comingled, but still have divided duties? I don't really care, but I don't want to take sales calls on my XXXX-month old loan and I don't think any one else in a similar situation should either.
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| 09/25/2018 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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Where to start. We have had issues with Freedom Mortgage going all the way back to XXXX. In XXXX my husband was laid off and we had to file bankruptcy. During this time, we also did a loan modification with Freedom Mortgage which was approved. After a few months, we received notice that our loan was in default. During this time, we did not receive any mortgage statements though our bankruptcy was cleared and finalized. When we got the letter of default I called Freedom Mortgage and they said that there were checks that our bank returned or denied. The checks in question were XXXX, XXXX and XX/XX/XXXX. Now keep in mind, they never told me there was any issue until XX/XX/XXXX. On XX/XX/XXXX I emailed over the copy of the checks from the bank that were cleared. Which is what I was told to do by the collections rep. I asked to speak with accounting, but they do not speak with the general public. I never received any response or update other than they had received the email. No agents would let me speak with a supervisor or another department so we were at a loss of what to do. We went about making our payments, then apparently had a shortage in our mortgage account that we were again never informed of. During this time I was paying the amount I thought we owed based on the restructure of our loan. Fast forward to XX/XX/XXXX and we have a letter in the mail from an attorneys office saying Freedom Mortgage was going to foreclose the house. Naturally I called the treasurers office to see what we needed to do. On XX/XX/XXXX I called freedom mortgage and asked what we need to do. I was told by an agent, whose ID # etc I do have. If there is one thing I have learned, it is not to trust anything anyone who works for this company tells me. She told me we would need to file for reinstatement and it would be in after 24 hours. On XX/XX/XXXX, I called in to follow up with the reinstatement and was told it would be available to me XX/XX/XXXX. XX/XX/XXXX I called Freedom Mortgage again and was told by the agent that they do not have it and I have to call the attorneys. On XX/XX/XXXX I called the attorneys office that is processing our foreclosure and told that they do not do that, I would need to speak with the county to file intent to cure. On XX/XX/XXXX, I called the XXXX county public trustee office and filed intent to cure. I was informed they had 10 days to get me the figures. We had sent in a payment for XXXX, because we were not aware they could not accept payment during this process. On XX/XX/XXXX I called Freedom Mortgage again since I had heard nothing about cure figures yet and did not know what to do. The gentleman said he would file new reinstatement figures to go through until XXXX and that our payment should have been sent back to us for the month of XXXX and that it would be sent out XX/XX/XXXX. XX/XX/XXXX, I spoke with the county again, and there was some missing forms so got everything taken care of and they sent out for an intent to cure. XX/XX/XXXX I called Freedom mortgage again and was told that our payment was mailed back to us on XX/XX/XXXX and they were still waiting on response from attorneys for cure figures. On XX/XX/XXXX, I called Freedom Mortgage again to see what the dates of alleged miss payment were. The cure figures I had received showed that we had missed a total of 8 payments. I did not agree with this, so I wanted to know exactly what payments we had been missing. I was told then that we had not made a payment since XX/XX/XXXX, and that the payment I did make in XXXX was applied to XXXX balance. We made a payment in XXXX and had absolutely made payments since XXXX. On XX/XX/XXXX I called back again because the dates were still not making any sense. Neither were the payments. I was informed that the reason we were given payment totals was because our escrow changed and so our payment changed ( again something we were never informed of ). According to them we had missed payments for XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX and XXXX. On XX/XX/XXXX, I called the law firm who is initiating our foreclosure to inform them of the mistake. I was told to email them all the documentation I had and they would be in contact with Freedom Mortgage. I also sent a copy to Freedom Mortgage. After sending the payment dispute, I got zero response. I called Freedom Mortgage to follow up and spoke with an agent who tried to see the exact days and times of payments missed. He pulled up this large spread sheet and said he would put in a request to have it emailed to me. We spent 3 hours on the phone at which time he advised me to try loss mitigation paperwork and figured out why I was not receiving any correspondence from Freedom Mortgage. I was also told that my payment dispute was received and I would receive an answer soon which I did not. We went through loss mitigation and were denied, we are going to appeal because now with one bill paid off our debt to income ratio should be within the range. HOWEVER, we have one month until foreclosure, and have been nothing but put through the ringer with freedom for the last three years. They are lazy, inaccurate and can not seem to give valid information. My husband and I want nothing more than to keep our home for our family. We are at a loss of what else to do since it seems as though Freedom will not work with, or take the time to get to the bottom of any issues.
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| 05/11/2018 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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XX/XX/XXXX. XX/XX/XXXX Hurricane XXXX hit our location. We notified our mortgage company that we were in the affected area and that we had some damage. We advised that the damage was not enough to utilize insurance but needed to make some repairs. The mortgage company said they would give a 90 day forbearance. Payments would resume in XX/XX/XXXX. Also, loan qualified and we meet the approval for VA cap & extend. At that time they would simply move those payments to the end of loan, rate would stay the same and we would move forward with regular payments. Advised to hang in there because there are a lot of members effected and the process could take a while. After receiving multiple requests to complete loss mitigation paperwork I was to ignore the automatic loss mitigation paperwork because it does not apply to our type of loan. At the end of the 90 days, the process still was not complete. I called the mortgage company and was told forbearance was extended for 6 months per FEMA for everyone effected and not worry. They are working to complete the process and advised that nothing would be reported to the credit bureau during this process. Continued to receive demand letters and loss mitigation paperwork but was told again to continue to hang on. The mortgage company is overwhelmed with applications and unfortunately underwriting is still working on all applications. Still will not have credit reporting during this process. Follow up weekly or bi-weekly and make payments if able. Again advised that we were approved for VA cap & extend but simply need to wait for underwriting to get to loan to complete the paperwork/process. At end of XX/XX/XXXX we received notification from our credit that there was negative reporting from the mortgage company. We were reported 150+ past due. Immediately call the mortgage company and spoke with XXXX on XX/XX/XXXX and told that their system reported it in error on multiple accounts. The company was working to reverse all the accounts and it would be correct by XX/XX/XXXX. In the meantime we received a letter dated XX/XX/XXXX with a modification offer effective XX/XX/XXXX with a response requested by XX/XX/XXXX by us. In this offer it states that our rate would increase to 5 % ( current rate is 3.475 % ) with a payment of {$2800.00}. Our current payment is {$2200.00}. I immediately called on May 2 and spoke with XXXX and was told that the VA denied the cap & extend and that this was the offer they sent back. I was advised to call them to discuss with them directly. I asked XXXX about a payment option instead. He advised that there was a 6 month or 1 year option. I told him we may want the 1 year option. He put in request to have that option calculated with a due date of XX/XX/XXXX. He also advised that the credit reporting had not been corrected but it should be completed by XX/XX/XXXX for the new reporting on XX/XX/XXXX. I said I would call back then for that calculation. In the meantime, I called the VA and spoke with my rep. XXXX XXXX at XXXX XXXX email : XXXX and he advised that the above information is incorrect. The mortgage company NEVER sent over a request for VA cap & extend. They sent over the request to increase our rate to 5 % and the VA approved. He continued that that rate is not even the current listed rate. The current VA rate is 4.5 % and he is not sure why the mortgage did that. XXXX XXXX advised that cap & extend is up to the mortgage company and not the VA. The VA would simple approved what they are requesting. He advised I contact the mortgage company and give that same information to see what they say. I called back to the mortgage company on XX/XX/XXXX to verify credit had been corrected and was told they would NOT be correcting per the notes. I advised that per their letter dated XX/XX/XXXX stated they would not be reporting. That we had until XX/XX/XXXX to accept modification offer with a new payment of XX/XX/XXXX. Per XXXX FEMA lifted forbearance XX/XX/XXXX. I explained that we were never notified of this. And XXXX acknowledged that no one was notified unfortunately. At this time XXXX put in an expedited request to possibly correct credit again. I advised at this time that we do not want the modification but would like they payment plan. I advised that we would be payment {$6800.00} ( past due ) + XX/XX/XXXX payment of {$2200.00} as of XX/XX/XXXX. I advised that we would like the remainder past due amount {$4800.00} to be put on a payment plan over 12 months beginning XX/XX/XXXX. At this time XXXX advised that they can not due 1 year plan and can only do a 6 month plan. She advised that if we wanted 12 month plan we would have to start the entire modification over including completing paperwork. I advised her that XXXX told me on XX/XX/XXXX that this was a option and she said he was wrong for telling me this. I said I would call back next week. NOTE : If we would have been told after the initial 90 day forbearance or even in the beginning that the VA cap & extend was not an option, we would not have allowed this process to move forward and thus allowing the account to get to this point. We feel this was misrepresentation on behalf of the mortgage company to force not only us but other members into a rate increase and modification to the advantage of the mortgage company only and not the member. This process was suppose to help the hardest hit areas!!
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| 02/08/2023 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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To whom it may concern, I am contacting you to file a complaint against Freedom Mortgage Corporation. I have been dealing with this company since XX/XX/XXXX after my father passed away. Unfortunately, the process with Freedom mortgage continues to get worse instead of better. From the moment my father passed, I have been working hand in hand with Freedom Mortgage to successfully get the loan modified and under my name for over a year and 5 months now and we are back at square one. I was first approved for the loan modification in XX/XX/XXXX. 2 days later I was surprised by a knock on my door by a Clerk handing me paperwork saying my house is under foreclosure. 2 days after being approved for my first loan modification. It goes to show that certain departments within Freedom mortgage are not working with each other correctly because how can something like that happen after communicating religiously from XX/XX/XXXX to XX/XX/XXXX to ensure that Freedom Mortgage was aware that I am interested in this home.
I called Freedom Mortgage immediately after receiving the Foreclosure paperwork and I let them know the mistake theyve made, and they said they would pause the foreclosure and we will have to start the Loss of Mitigation process. At this point it was a waiting game. I continued to call Freedom Mortgage multiple times a week to make sure the process was being handled correctly and gathering any information I could as to what happened. I was told to just make sure Im making my monthly mortgage payments until the XXXX XXXX XXXX Department finishes my loan modification paperwork. In the meantime, I noticed they had the wrong address in my file. I called over 5 times just to change my address because every time I would call, my old address would be the one on file. Even though I called to request that change over 5 times, apparently it was never successfully changed.
That caused so much stress and anxiety on my end because I knew that I wasnt going to receive very important documents in the mail that Freedom Mortgage was sending out because they were sending it to the wrong address ( an address that has no relation to me. ) Months went by of me paying my monthly mortgage on time while waiting on my loan modification and then one day I receive a call from a Notary asking me if Ive had time to go over my loan modification packet and if Im ready to sign it. Unfortunately, I never even received it because it was sent to a nonexistent address. I had barely any time to review it because I was then told by the notary that the packet was due to be returned the very next day even though they sent it to me 2 weeks prior. Upon receiving the packet from the notary, I realized that all the numbers were incorrect by a long shot. About {$20000.00} less than it shouldve been. I brought the attention to a representative of Freedom Mortgage, desperate and asking If I should sign the rep specifically said you must not sign, I need to get it escalated to an underwriter and redo the information she then proceeded to tell me that she spoke with her supervisor and had it escalated due to the inaccuracy. I called Freedom Mortgage to receive an update and I was getting nowhere. Unfortunately, with Freedom Mortgage, all of the representatives are not on the same page. One gives me the complete opposite information than another, so I was getting so frustrated that I had them escalate my case to a supervisor. I had been in contact with this XXXX since XX/XX/XXXX. This supervisor and I have been talking on a weekly basis, whether I called him, or he called me. Always receiving the same news of the underwriters have many cases on their desks and youre still in line this had been going on for four months.
Until XX/XX/XXXX, the same notary called me ; I was thrilled thinking the underwriter had updated the information but also very confused because I had literally talked to the supervisor the day before and he just finished telling me that there was no new update and that we just had to keep patiently waiting. When I spoke with the notary, the same situation occurred I had never received my own physical copy of the FHA loan, still I asked if the notary could make me a copy for myself so I can review it. Low and behold, the notary arrives with the packet that showed the EXACT same date that I had from the old one dated XX/XX/XXXX. With the exact incorrect address on the first page and with it stating the HUD Partial Claim amount incorrect by {$20000.00} and counting. I called the supervisor who had been dealing with my case to update him what had just happened to have him tell me I should not sign it and that he doesnt know what is going on but that it must be a mistake and that he will speak with the underwriters and have this in writing about what happened continuing our weekly calls with no update.
I called Freedom Mortgage In the beginning of XXXX to make my monthly set amount that I have been making since the month of XX/XX/XXXX. To then be told by a different supervisor that I am unable to make this payment because as of XX/XX/XXXX, I have been put back on foreclosure. Unfortunately, I am at a loss of words and a loss of hope for the company I have been dealing with. I am reaching out for a helping hand to get someones attention because I have received no help nor a real look at my file/ situation.
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| 01/23/2023 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
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My husband and I have been dealing with this nightmare since XX/XX/XXXX. We want our current mortgage company XXXX XXXX to abide by and implement the XXXX XXXX XXXX XXXX that our former mortgage company Freedom Mortgage said we were approved for in XX/XX/XXXX. The following is a synopsis : On XXXX XX/XX/XXXX : Received a letter from Freedom Mortgage stating we had been approved for the COVID-19 Refund Modification. The letter stated we told Freedom Mortgage that we could not resume payments, which was not true. We told Freedom Mortgage from the very beginning that we were ready to resume payments. A copy can be provided. Freedom Mortgage XXXX XXXX said they would resubmit the paperwork. On XXXX XX/XX/XXXX : Received a letter from Freedom Mortgage that we had been approved for XXXX XXXX XXXX XXXX. Freedom Mortgage said they would work on the paperwork that had to be notarized. A copy can be provided. I called Freedom Mortgage, and the representative stated the signing would be scheduled. I asked the Freedom Mortgage representative if I needed to get a XXXX XXXX XXXX from my husband, who is active-duty military since he would not be present for the signing. I told the representative that my husband had been reassigned to Washington state and my daughter and I was remaining in XXXX XXXX until her high school graduation, she was in her senior year. The representative said Freedom Mortgage would send my husband a copy of the papers in WA and the notary would notarize the documents for him in WA. XXXX XX/XX/XXXX : A notary had me sign and he notarized the XXXX XXXX Partial Claim paperwork. The Notary, XXXX XXXX with XXXX XXXX, called Freedom Mortgage while he was at the house because he thought My husband was going to be at the signing. No one from Freedom Mortgage answered the phone. I signed the paperwork and XXXX said he would XXXX the documents to Freedom Mortgage. A copy can be provided. I kept calling Freedom Mortgage and each representative said they would send the papers to my husband, and it never happened. One day I called Freedom Mortgage and the representative told me that Freedom Mortgage sold our loan to XXXX XXXX, and I would have to talk to them about getting the paperwork corrected. I was given a phone number to XXXX XXXX. I kept calling XXXX XXXX for months and was being told my file could not be found so they had not received it from Freedom Mortgage. At one point, I was told I was calling the wrong company and number. I was told to call XXXX, which was the mortgage company doing business as XXXX XXXX. I was given the correct number and called. I called XXXX XXXX several times trying to resolve the matter and start making mortgage payments. Finally, one day I was told that XXXX XXXX finally received the paperwork. After reviewing the paperwork with me on the phone, the representative said the paperwork was wrong and the representative put in a request to her back office to correct it. After going back and forth with XXXX XXXX, XXXX was told to start making payments in XX/XX/XXXX. As May was ending, I called and asked about making a payment. I was told I could not make a payment because my payment had to be made before XXXX XXXX. I never received anything from XXXX XXXX stating anything about the payment. XXXX XXXX sent XXXX a demand letter and sent a delinquent payment notification ( 180 days ) to the credit bureaus. XXXX XXXX XXXX closed my credit card because of the derogatory reporting. A negative post to our credit hurts My husbands security clearance and therefore his career and our lively hood. I fought the input and XXXX XXXX has since removed it. During the week of XXXX XX/XX/XXXX, XXXX XXXX stated XXXX XXXX disapproved the post-forbearance plan because the home is a rental. When we were exiting forbearance last year, I spoke with a XXXX XXXX representative and spoke with Freedom Mortgage representatives and was told by both parties that XXXX XXXX would treat ALL XXXX XXXX XXXX exiting forbearance at special consideration made for the XXXX XXXX forbearance. This would allow workout plans without the need to submit paperwork and rentals would not be treated differently if the forbearance occurred under the XXXX XXXX. XXXX XX/XX/XXXX : I was told my husband and I would have to apply for a standard loan modification, which requires a lot of paperwork, and there is no guarantee it will be approved, and XXXX XXXX was going to hit our credit 180 days late once again. ADDITIONAL INFORMATION : All the Veteran Affairs circulars state Veteran Affairs is going to work with veterans coming out of the CARES Act Forbearance. I have looked at the Veteran Affairs Post-Forbearance Circulars : XXXX, Dated XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ( Copy Attached ) XXXX, Dated XXXX XX/XX/XXXX XXXX Deferment is a XXXX XXXX XXXX XXXX Option. ( Copy Attached ) As a side note, the only reason the property is a rental is that when I, I was on XXXX XXXX at the time, and my husband received short notice PCS orders we were unable to sell the home unless we brought $ XXXX to closing because the market crashed. If we were XXXX XXXX the government would have helped us. The relief came to military members three months after we signed into our new base and therefore, we were not eligible for any relief. ***
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| 02/11/2022 |
Yes |
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- Problem with a credit reporting company's investigation into an existing problem
- Was not notified of investigation status or results
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Web |
Servicemember |
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Freedom Mortgage Company Hurricane IDA Forbearance Program misleading explanation on the Program by Freedom Representative : Here we go! I was contacted the week after Hurrican IDA asking if I was affected by the storm. I explained that we had numerous trees down and several on the house. The Rep. told me that she was new and proceeded to inaccurately explain the Forbearance Program to me. She said that it was a 90-day program and they would halt my mortgage payments for that time period and at the end of the 90-days, they could extend, if needed or end the program. She said that the missed payments would then be added to the end of my mortgage. For Example, if I had 15 years remaining, I would then have 15 years plus the three missed payments. It made sense to me and I was not sure what the status of my company was going to be after the storm, so I said that it sounded good to me. I took advantage of the program and missed the one months payment and then continued to make my mortgage payments by the XXXX of the month, as I have for the duration of my mortgage obligation with Freedom Mortgage. I began receiving weekly calls 30 days later asking how everything was going and if I was planning on making my mortgage payment. I told them that I only took advantage of the forbearance program for the 1 month and that all was back to normal and I would be making my payment by the XXXX as usual. During these weekly calls, nobody every said anything about me being behind a payment and that I needed to make the missed payment, as well as my current payement, they simply acted as though it was a courtesy call. To my surprise, I received a Credit report on XXXX and when I opened it I found a delinquent mortgage submittal by Freedom Mortgage for the one missed payment. I immediately called them and spoke with someone expressing my concerns. I pride myself on never missing a payment, nor being late, with a credit rating of high 700+ and with this delinquent credit submittal, it dropped me down by XXXX points to high 600+. I have worked hard in my life to build great credit and this fraudulant submittal is unacceptable and has ruined my credit. I was told at that time that I was misinformed of the forbearance program and needed to pay the delinquent payment or they could send me a packet to complete and return to make arrangements. The lady informed me of being able to keep the missed payment into a seperate lean account and that if I would ever sell the home, this lean could be paid off at that time. I waited for the packet for about 3 weeks and upon receipt of the packet and attempting to complete the packet, if there were 30 pages in the packet, 90 % of them did not apply to me. They were asking for things like how much we spend weekly on groceries, fuel, etc. I completed what I could and forwarded to the address that I was given. I received my usual weekly call and explained to the rude lady that I had completed the packet to the best of my ability and had sent it in. Frustrated at this time, I asked the Rep to speak with a manager. She gave me XXXX ID # XXXX who I spent XXXX hours on the phone with. She explained to me during our call that their was no way to call her back and therefore she had to keep me on hold while she researched the situation. Her recommendation was to try and re-initiate the forbearance program, due to the bad credit rating and she also said to not worry about the late fees. That was several weeks ago and again, I received a call the week of XXXX from XXXX ID # XXXX and again, I have to explain the situation to him. They are obviously making courtasy calls and do not read any of the notes. He was able to message here on their internal message system and he told me that she was in training and would get back to me in the next couple of days. Again on XXXX, I get the weekly call and again I have to explain the situation to the Rep. He was able to pull up the notes and verify my story. He told me that XXXX was waiting on approval for re-initiating the forbearance and I would probably hear from her, once this was approved. I the mean time, I continue to receive weekly calls and I still have a negative report and late fees on my account. First off, I was totally misinformed of the forbearance program. ( They tell you that they are recording the conversation for quality assurance/I am sure that they can review the call and see that I was in fact misinformed of the program ) Secondly, nobody every explained anything when they called me on a weekly basis and were simply going through the motions and each person acted as though it was a courtesy call ( They definitely need major training internally ) Thirdly, they submitted fraudulent delinquent credit rating without informing me first. Latly, on top of everything else, they have the nerve to tack on late fees for their mistake. In all of my dealings with mortage companies, I have never dealt with as unprofessional a company as Freedom Mortgage. I will continue to do everything in my power, including legal action against them to get this resolved, as soon as possible. Feel free to review my credit rating, if this capability is available to verify the validity of my credit rating. Thank you in advance for any assistance that you may be able to provide.
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| 02/25/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Difficulty submitting a dispute or getting information about a dispute over the phone
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Web |
Servicemember |
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Good evening, I am currently serving in the military and we closed on our primary residence with Freedom Mortgage in XXXX of XXXX. Our home needed to be renovated so I visited the house to do work a few days a week for a couple of months but the weather delayed us. I set up auto-draft via Freedom Mortgage 's website for bi-weekly payments ( to increase the number of annual payments made ). Our total mortgage amount is {$1700.00}. I was notified in XXXX via snail mail my payment was reversed and I contacted customer service immediately. I was told my bank account information was incorrect. I verified the information with the representative because the stored bank information was indeed incorrect. With the rep on the phone with me, I corrected and saved the updated bank information, confirmed with them and stored it via the " mywallet '' option. I paid the account up to date and then paid XXXX in advance on XX/XX/XXXX because I was told the system wouldn't draft fast enough to guarantee it would clear in time. I was insured my credit would not be affected since I paid everything up to date.
In XXXX, my account was auto-drafted for the 1st payment and I assumed things were back on track. Early this month, XXXX, I went to work on our home and checked my account to find XXXX 's mid-month payment had not been drafted. I immediately contacted customer service again and was told my bank information was incorrect. I disputed this claim because the bank information in " mywallet '' was correct and used to make the previous payment. I cancelled the auto-draft option and using the same exact " mywallet '' information, made a one-time payment using their system. The payment went through and has since cleared my bank ( XXXX XXXX XXXX XXXX ).
In addition, I reached out to Freedom Mortgage through their message center asking for someone to please reach out to me to address the issue via phone and only received an electronic response stating my bank information was incorrect. I was notified this week via XXXX XXXX my credit score dropped >110 points due to a late payment inputted by Freedom Mortgage. Last night, XXXX XX/XX/XXXX, I reached out to a rep but was told no supervisors were available. I submitted a summary and screenshots to their message center again. Today, XXXX XX/XX/XXXX, I contacted customer service again and was told I had to submit a message and 10 days later someone would reach out to me to assist. I demanded a supervisor immediately and was connected with XXXXXXXX XXXX XXXX or XXXX ( I can't recall ). XXXX stated she would contact me within 24hrs with an update after she reviewed and investigated the matter. She contacted me the same afternoon, prior to a XXXX call I had to be on. It's difficult to take personal calls but a co-worker cover down for me to step out. She provided the information as the reps and stated I'd made all payments using the one-time payment option and incorrectly updated my auto-draft information. I insisted she was incorrect because I have documentation showing the XXXX payment of {$870.00} was drafted the 1st week of XXXX. Why would I only pay half if that was the case? She stated if I still had a problem to go through their customer care department and electronically file a dispute. Ten days later, I can expect a response. I was told the 30 day notice on my credit report was for XXXX but now I'm worried I will be pegged for XXXX as well. The amount owed currently up to date. My next payment is due XXXX XXXX and I now have an alert via my cell to pay it, using the same stored information. Keep in mind, I'm being charged late fees all long but my primary concern is my credit score.
I find their response and unwillingness to admit any fault on their part unacceptable. I can accept I should have verified the drafts each month but I have positive experiences with my other lenders. Due to our operations tempo, it's convenient to set and forget, knowing your bills are automatically paid. I have spent the better part of 21 years of my time serving in the XXXX to upkeep my credit. I have XXXX mortgages with different lenders for other properties and have never missed a payment using auto-draft. Only with Freedom Mortgage have I gone through this and received no support as a customer. Negative information immediately went on my credit report knowing I have reached out for assistance concerning the auto-draft issue. When I noticed the discrepancy, I paid the mortgage current and in full. I would never jeopardize my credit because it gives me a chance to compete for investment opportunities and upon retirement for many job opportunities that will require excellent credit. Why would I risk everything now and with my primary residence?
I am currently in the process of refinancing a separate property and am now stressed the deal may fall through because of this. I apologize for the length of my statement but I hope you can assist and understand my frustration. I want to pay my bills on time ; I just wish their scripted customer service and system were truly customer focused and humane under the current state of things. Any assistance or direction you can provide would be greatly appreciated. These are unchartered waters for me. What options do I have? Thank you for your time!
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| 08/31/2020 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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On or about XXXX XX/XX/2020 I submitted for an IRRRL on my VA home loan. I closed on my refinance loan on XXXX XX/XX/2020, with final payoff funds remitted to Freedom Mortgage ( NMLS # XXXX ) XXXX XX/XX/2020. On XXXX XX/XX/2020 Freedom Mortgage used an auto withdrawal for the usual monthly payment of {$1400.00} ( P+I+T+HOI ). They had been paid off and acknowledged it in email and in my online account statement. I called Freedom Financial customer service on or about XXXX XX/XX/2020 to inquire why they took that payment and how I was going to recover my money that they took erroneously. I was given false information about closing my account 5 business days prior to closing ( not published anywhere on their website ) and the service representative ( who didn't understand English well ) told me I had to get a statement from my bank showing that the money had been withdrawn ( a fact she already knew since she had verified via computer records, that Freedom Mortgage had the money ). Feeling frustrated I requested to speak to a supervisor ( since I was incredulous about the request for a bank statement ). After 30 minutes on hold I was told no supervisors were available and one would contact me in 24 hours. No supervisor contacted me so I called back on or about XXXX XX/XX/2020, and spoke to Freedom Mortgage customer service representative XXXX ( ID # XXXX ), re-explained the issue of the loan payoff and the erroneous payment withdrawal, and asked to get my {$1400.00} back as soon as possible. After looking through company computer system she verified all the amounts, deactivated the automatic withdrawal ( which I had requested during the first phone call and had not been done ) and told me no bank statement was required for further verification. She guaranteed me that the money would be returned to my checking account not later than XXXX XX/XX/2020 ( I asked twice about that date ). Again I requested to speak to a supervisor, again none were available but she promised one would contact me in 48 hours. No one contacted me. I then contacted my bank on or about XX/XX/XXXX, ( XXXX XXXX XXXX XXXX ) to dispute the charge and to prevent Freedom Mortgage from withdrawing any additional funds from my bank accounts. On or about XXXX XX/XX/2020 I received a letter, dated XXXX XX/XX/2020, congratulating me that my mortgage was closed, and that further documents would be mailed to my releasing the lien/loan, no mention of any refunds due and no refund deposit was received in my bank account ( I checked online ). I attempted to contact Freedom Mortgage but failed to reach a representative after being on hold for 30-45 minutes. I continued to monitor my bank account for the refund amount. On XXXX XX/XX/2020 I received two ( 2 ) documents from Freedom Mortgage. One document dated XXXX XX/XX/2020 was a letter acknowledging ( again, since I already had emails to this effect ) my mortgage payoff and a check for " funds due to you from the recent payoff of your mortgage loan. '' ( I have not cashed this check ). It is itemized as " escrow refund '' but this doesn't match my escrow balance as of payoff. The second document, dated XXXX XX/XX/2020, was a notarized copy of the Release of Deed, filed with my county Clerk 's Office. I again called Freedom Mortgage customer service today, XXXX XX/XX/2020 to request resolution of my refund. I spoke with XXXX ( employee ID # XXXX ) who initially informed me that an electronic refund had been sent to my bank on XXXX XX/XX/2020. I told him that I had received no deposits to any of my back accounts on that date or up to today. He insisted that the refund had been paid and the refund " may not show in my account for up to 30 days. '' I asked to speak to a supervisor because I suspected that XXXX was lying, and told again that no supervisors were available. I then called my bank ( keeping XXXX on the line ) explained to them I was looking for any refunds and/or deposits from Freedom Mortgage either being held or otherwise. The XXXX XXXX employee ( XXXX ) stated that as of that time NO funds had been received from Freedom Mortgage or were being withheld or on hold. Hearing this XXXX stated that the " funds may have been sent to the wrong account, '' and asked if I had switched accounts. I informed him that I had the same accounts with XXXX for the past 20+ years and had not recent switched anything, which was verified by the XXXX representative. XXXX then implied that the payment was sent to my new mortgage company, to which I responded " How? since you have no information on my new loan or accounts. '' The XXXX suddenly changed his statement again claiming that he had been on " chat '' with a supervisor, named XXXX ( employee ID # XXXX ) who informed him that " I was going to be mailed a check sometime in the next week. '' I responded that was not acceptable, since I had been told before that the refund was on it's way and I wanted to speak to XXXX. I was told XXXX was " unavailable '' to speak to me. Again promised that he would call me as soon as he could ... ..that was 3 1/2 hours ago. Besides the fact that their customer service reps were dishonest, clueless, and uninformed, the company has had my money, which it should have not taken to begin with, for a month.
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| 08/05/2019 |
Yes |
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- Trouble during payment process
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Web |
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Date : XX/XX/XXXX To : FREEDOM MORTGAGE ATTENTION : XXXX XXXX XXXX XXXX XXXX XXXX, IL XXXX FAX XXXX From : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, FL XXXX Re : Error Resolution Notice under 12 C.F.R. 1024.35 Mortgage Loan Number : XXXX I am writing to request correction of the error described below in regard to the mortgage on my property at XXXX XXXX XXXX XXXX, XXXX XXXX, Fl XXXX I have attached some helpful explanation of the Federal Laws That Cover Force-Placed ( Lender-Placed ) Insurance so you can see your error and please RE-DO an ESCROW ANALISIS because I believe that this was done incorrectly into my account.
I received a letter from Freedom Mortgage dated XX/XX/XXXX titled Notice of LENDER placed insurance for date XX/XX/XXXX. The total amount for this insurance is {$2400.00} for XXXX XXXX XXXX XXXX. I called on XX/XX/XXXX to cancel this insurance as I had already placed an HO6 on XX/XX/XXXX. All of your letter were incoherent and incorrect. They were going to issue a refund, but I didnt think it was going to be THROWN back into my ESCROW SHORTAGE. I believe this to be a mistake.
The reason for my letter is because this total {$2400.00} was applied to ESCROW SHORTAGE making my mortgage go up about {$400.00} when I already had insurance. This error of force placing insurance DOES NOT follow FEDERAL REGULATIONS, because NEVER before XX/XX/XXXX did I receive any notices or warning from FREEDOM MORTGAGE that you were placing an insurance RETROACTIVELY. This insurance was placed RETROACTIVELY because I never received any notices before XX/XX/XXXX. The first and only notice I received regarding not having HO6 was on XX/XX/XXXX. And on XX/XX/XXXX I placed FEDERAL NATIONAL XXXX insurance.
If you read the attachment the LENDER cant under FEDERAL LAW place any LENDER PLACED INSURANCE without sending 2 notices, 45 days prior to forcefully placing the LENDER INSURANCE. Please revise all my phone calls, all my notices, all my letters sent from you to me and please revise my account, and please withdraw this money from my SHORTAGE SO I CAN KEEP ON DOING MY NORMAL MORTGAGE PAYMENTS OF {$1600.00}.
In accordance with the FEDERAL LAW ( see attached ) you have 15 days to fix your error or I will have to contact an attorney to resolve this matter.
If you need to contact me, I can be reached at XXXX or my work number at XXXX or my email XXXX Sincerely, XXXX XXXX Federal Laws That Cover Force-Placed ( Lender-Placed ) Insurance Federal law restricts when and how a servicer can require you to pay for expensive insurance coverage that it buys on your behalf.
As of early XXXX, a servicer can't buy force-placed insurance unless there is a reasonable basis to believe that the borrower has failed to maintain insurance coverage in accordance with the requirements of the loan documents. In addition, homeowners are entitled to receive certain notices before the servicer purchases the force-placed insurance policy.
Under federal law, the servicer must reasonably believe that the borrower has failed to maintain insurance coverage on the home before purchasing a force-placed insurance policy. For example, if the borrowers insurance agent or provider contacts the servicer to inform it that the bill is overdue, this would provide a reasonable basis for the servicer to think that there is no coverage.
The servicer must then send two notices to the borrower prior to obtaining force-placed insurance. The notices must request that : the borrower obtain hazard insurance for the property, and the borrower submit proof of insurance ( such as a copy of the insurance policy declaration page, an insurance certificate, or the policy ) to the servicer.
Timing of the Required Notices The servicer must send the first notice at least 45 days before purchasing a force-placed insurance policy.
The servicer must then send a second noticea reminder noticeno earlier than 30 days after the first notice and at least 15 days before charging the borrower for force-placed insurance coverage. This notice must include the cost of the force-placed insurance or a reasonable estimate of the cost. ( 12 C.F.R. 1024.37 ).
If the Loan is Escrowed, the Servicer Must Generally Pay the Existing Policy The servicer generally must keep an existing insurance policy in place if the borrower has an escrow account from which the servicer pays the insurance billeven if the servicer needs to advance funds to the borrowers escrow account to do this.
What Happens if the Borrower Provides Proof of Insurance Coverage If the borrower subsequently provides evidence that he or she has insurance coverage in place, the servicer must : cancel the force-placed insurance within 15 days of receiving evidence of existing insurance, and refund any premiums charged for duplicate coverage to the borrower. ( 12 C.F.R. 1024.37 ).
What to Do If Your Servicer Improperly Force-Places Insurance on Your Property If your servicer improperly force-places insurance on your home, you can send the servicer whats called a notice of error. Under federal law, if you send your servicer a notice of errorbasically, a letterletting the servicer know that it made a mistake on your account, the servicer is supposed to fix the mistake within a specific time period
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| 04/02/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Here is a letter I just sent to Freedom Mortgage 's help email : Dear Freedom Mortgage : RE : XXXX XXXX XXXX, XXXX XXXX, CA XXXX Loan # XXXX ( statement attached ) I need to close my Refi ASAP. Please Help. I need an accurate Payoff, and I need Freedom Mortgage to correct its own internal error prior to the payoff.
Below is My freedom Mortgage Nightmare and ... the company 's inability to correct an internal error at the expense and damage to me, your customer.
Summary & Facts : Freedom Mortgage ( FM ) erroneously believed I had a lapse in Insurance coverage. ( see XXXX letter ).
I provide proof of insurance from XXXX FM charges me {$700.00} for Escrow, citing a " lapse '' in coverage XXXX verifies and we provide further evidence, no lapse.
I send my XXXX mortgage payment on XXXX ( auto pay ).
FM does not credit my payment due to the {$700.00} charge.
FM shows my account as delinquent and past due.
I need to close a refi to save me almost $ 900 month to a lower interest rate and payment.
I can't get an accurate Payoff quote due to FM error.
I make multiple phone calls to FM and their Insurance Dept.
I upload multiple documents of proof.
I spend HOURS on hold speaking to customer service people, not authorized to make a correction.
At Primary Issue : Customer Service Personnel repeatedly do not allow me to speak to a supervisor who can correct the issue, and tell me inaccurately or " lie '', that none are available, and all will be resolved in a few days.
While the {$700.00} dispute is being investigated internally by FM, FM does not credit my timely payment and charges me undue interest on my loan.
My Loan appears as delinquent online.
FM appears to have a policy, that they can not correct my account until they receive the {$700.00} refund from the 3rd party insurance company, which FM paid in error after reading my proof of insurance.
I have no relationship with the 3rd party insurance Company nor can I expedite the refund.
The real shame here is, all this pain and damage is caused because one of your Freedom Mortgage people, simply did not spend 5 minutes to call my XXXX insurance and verify my continuous coverage and clarify the proof of insurance I provided, PRIOR to charging me {$700.00} without my consent or authorization.
Please help.
Thank you, XXXX Below are my notes. I have been dealing with this since the Fall of XXXX, and started taking notes once the issue became escalated : NOTES : XX/XX/XXXX : Called Freedom Mortgage ; was on hold for XXXX plus minutes. eventually spoke to : XXXX ID XXXX, Mortgage Dept side ; she said she had no power to remove the {$700.00} escrow fee ; I asked to speak to someone who could, her manager she said that I would have to talk to someone on Monday ; she will send an email sent to : XXXX XXXX, she is the only manager, to deal with ; no one else ( absurd ).
and someone from the insurance side, who seemed to deal with it was very helpful.
I explained that I was refinancing and needed this resolved, may not be until XX/XX/XXXX.
XX/XX/XXXX : XXXX calls XXXX to send us proof of insurance ; we upload to MyCoverageInfo.com /freedom I also attach to my communication on Freedom website/ XX/XX/XXXX : receive email saying the my coverage info is not complete or something I call the insurance side to confirm, we are covered.
Raygene in insurance dept, put in a request to review, may not happen until XX/XX/XXXX XX/XX/XXXX : Call at noon, wait time is XXXX minutes.
XXXX on phone # XXXX I explain the situation numerous times starting at XXXX ; still on hold for 2 times til XXXX simple : please remove the {$700.00} charge for escrow Please credit my XX/XX/XXXX payment of {$3200.00} ( as of XX/XX/XXXX!! because of accrued interest!! ) we can not escalate your request for {$700.00} charge being removed. will take a week or 2. ( what???? ) " yes, will credit the XX/XX/XXXX payment as of XX/XX/XXXX it will take 3-5 days.
I explain, that I have been trying to get this resolved since XX/XX/XXXX on the Freedom Mortgage message center. So I dont think it will take 2-5 business days, as it has taken over a MONTH!!
she asks do I have any questions is all ok?
I say no. is not ok. I want to speak to someone who can take this charge off today, so I can refi my loan tomorrow.
I am put on hold again.
at XXXX, XXXX XXXX # XXXX, a manager comes on the line ( about time. why did no one allow me to speak to a manger before? arggg. ) the problem is : the {$700.00} has not been refunded to the Mortgage side, so they cant remove the charge ( 2nd time Ive been told this ( and I say I was erroneously charged without my consent. I provided proof of insurance ) I am put on hold while he calls the insurance side, all is fine, the refund for insurance has been issues as of XXXX or something like this ; He will talk to the escrow dept to try to get the {$700.00} charge removed.
XXXX says will call to update us ( I welcome this ) And I say, why do I have to wait for an accurate payoff finally off phone at XXXX XX/XX/XXXX : There is no follow up call From XXXX XXXX FM.
I have received no payoff.
I received a Message saying there is an attached letter and there is no attachment.
I have a XXXX loan doc signing TODAY for my refi.
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| 05/01/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
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I am writing this complaint because I have tried numerous times to work with my mortgage company XXXX Freedom Mortgage, formerly XXXX XXXX ) to resolve the issues of my payments & coming off of COVID 19 forbearance. Its pretty frustrating considering my efforts to resolve this matter.
I have emailed two Qualifying Written Request ( QWR ) both in the month of XX/XX/XXXX.
I have asked for the head of loss migration to give me a call, but received no return call.
I have made calls to check on revised paperwork for the COVID forbearance, and when they will send me a copy.
I keep getting conflicting information from the reps when I call or when they call and, I do not avoid their calls answer every time that I am available.
My monthly payment was {$1300.00}. I went on the COVID forbearance in XXXX of XXXX. I received a notice from XXXX in XXXX of XXXX advising that the amount was being increased to {$1900.00}, due to taxes and insurance. I took immediate action by changing insurance companies and disputing the tax rate with the city of XXXX TX XXXX XXXX XXXX XXXX
Once I received the refund check from XXXX XXXX insurance company in XX/XX/XXXX, in the amount of {$2000.00}, I sent the monies to XXXX mortgage to be applied to the escrow by the end of the month.
After the city of XXXX, XXXX XXXX XXXX XXXX reviewed my tax rate over the property, they lowered the rate in XX/XX/XXXX. I received the tax refund checks as well and sent them off. I notified XXXX, who was then being purchased by Freedom Mortgage. Freedom began sending me notices based off of the {$1900.00} increase, not accounting for the insurance & tax adjustments, but they confirmed receiving. I told them everything that I have done and that this should be fixed. I was informed that changes cant be made because I am in forbearance. If they could increase my payment amount based off of insurance & incorrect tax rates during the forbearance, surely they can decrease and fix it back to the rate it should be.
I was also told by Freedoms customer service that everything would level out of the payments that I sent in and the monthly rate will change. During this time, I was told by several employees on recorded calls that I do not have to make a payment and that it will all balance out once the forbearance plan ends. I did send in a payment at the end of XX/XX/XXXX.
So my monthly payment should have gone down from the {$1900.00} & not stay the same.
Every time Freedom called me, I answered asked questions and wanted to make sure that everything was correct and appropriate. When it was time for me to end the forbearance, I got another statement in XX/XX/XXXX showing that may mortgage payment went down to {$1600.00}, which I believe that it reflected the changes but, I was not sure if that is the correct changes for the year of XX/XX/XXXX to XX/XX/XXXX since this is when my mortgage started & I began speaking with Freedom to verify this amount.
I called in the month of XX/XX/XXXX & made a half payment of the {$1600.00} because the forbearance was about to end. I planned to make a payment to cover the rest on my next check before XX/XX/XXXX. I wanted to make sure that their system would not reject the partial payment. When I spoke to someone, they informed me to hold the next payment & make that when the forbearance actually ends and my first payment is due. I also asked them to confirm my new mortgage payment since after the adjustment, future paperwork for the partial claim came back stating that my mortgage payment was the {$1900.00}. I informed them that this is not correct because I have a statement with the adjusted amount {$1600.00}. I than explained to them everything Ive stated above. The paper work that they sent me stated that I have 14 days to sign the paper. I told them that I do not agree with the monthly payment & how the letter reads it saying that I will be paying {$1900.00} for the remainder of my loan. Then I was informed that theyre sending my partial claim to underwriting to review and change.
From there I was told not to send payments or do anything because it would mess the number ups. I never received the revised paperwork but I got another statement from Freedom Mortgage showing that I owe {$1500.00}. I called Freedom again asking for an explanation but, all I got was that it is still with underwriting. Every time I call I get conflicting information : One person told me that I need to make the {$1900.00} payment, and that its never going to change and this is what I have to pay. Another person says dont pay. Next person said my credit would be protected but then on another call someone else says it is not going to be protected.
At this point I am ready to send my payment to escrow or an attorney until they can fix this, because of : Freedom Mortgages conflicting information.
Non-compliance of a return phone call from the head person of loss litigation.
Not sending the information for the qualifying written request.
How it was explained is that what I owe would go on the back of the loan, but it seems as though Im being made to pay for it now by paying the {$1900.00} amount. If I were to sell or refinance, I would have to deal with HUD in repaying the loan.
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| 02/28/2023 |
Yes |
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- Struggling to pay mortgage
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Web |
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On XX/XX/XXXX the Vermont Homeowner Assistance Program sent {$11000.00} to Freedom Mortgage to cover the balance of my forbearance and cure my delinquency through the month of XX/XX/XXXX, making my first payment after the forbearance due XX/XX/XXXX. They have not applied the funds, despite confirmation from both VHAP and VT Legal Aid that the funds were distributed and sending documentation as proof.
During this time, I have received multiple phone calls from Freedom regarding the issue, and been given different and contradicting information from customer service reps each time Ive called. on XX/XX/XXXX they told me I was behind {$120.00} due to my taxes increasing, despite VHAP paying through the month of XXXX. I paid that amount on that day trying to do the right thing because I didnt want my account to be delinquent. Then I received another phone call from freedom XX/XX/XXXX informing me that I owed an extra {$940.00} that was due XX/XX/XXXX which includes a {$21.00} late charge. The representative informed me he would put a ticket in for Freedom to apply the funds from the state and to waive the late fee, but stated the state has still not sent the funds and encouraged me to call them to ask what date it would be sent.
A couple days later in the mail I received a statement from Freedom Mortgage dated XX/XX/XXXX, so before I called on the XXXX, that does show they received the funds from VHAP back in XXXX ( they list XX/XX/XXXX ) and on the statement it has a section for account information and listed underneath is the outstanding principal, interest, rate, etc. and then unapplied funds for which it says {$940.00}. Im not sure how the representative put a ticket in on the XXXX for some thing that was already showing on my account as unapplied funds on the XXXX according to my mortgage statement, or how he was not able to see that they have in fact, received the funds from VHAP.
Throughout this process, I have been working with Vermont legal aid ( XXXX XXXX ) and I was encouraged to make a complaint and also send a notice of error to Freedom Mortgage. Vermont legal aid was also going to reach out to the VHAP program manager who could then reach out to freedom mortgage to see whats going on. Im waiting to hear back regarding that. But I no longer trust the amounts given to me by Freedom Mortgage representatives, they worked with the representative at VHAP to determine the amount that would bring my mortgage current through XX/XX/XXXX, Im not sure why I was asked to pay that {$120.00} on XX/XX/XXXX or why its still saying that my account is delinquent {$940.00}.
Despite being low income, I had a plan for after the forbearance to take out a jr. lein until I found out about the VHAP program, and other than the forbearance period ( which Freedom Mortgage knew about, and approved ) I have never made a late payment and I have pretty good credit score in the 700s. I dont want this to have a negative impact on my credit score.
I also had an issue with Freedom Mortgage as my forbearance was ending, prior to all of this. I called to make the arrangements in XX/XX/XXXX, and they spoke with me about the programs available, told me it was a waterfall effect, and they would see if I qualified for any of them and I would be sent a letter with my options. When asked if I could afford my mortgage payments I said it would be nice if they were lowered because its difficult for me on a fixed income, Im on SSDI, but I would like to resume my regular payments if refinancing would increase my payment amount. I was going to take a look at the list of options and then decide from there, however, the Freedom Mortgage representative signed me up without my consent for the refinance plus Junior lien option and I was sent paperwork for that to sign in front of a notary. I called back and the representative I spoke to that time recommended that I dont take the refinance because it would increase my interest rate from 2.75 % to over 7 % and increase my payment from {$840.00} to {$1200.00} per month. The only person this would benefit is Freedom Mortgage, not me as low income home owner and Im glad I read the paperwork well before signing because thats not what I was expecting to receive. I was instructed to file a complaint with loss mitigation through email, and thats what I did for that issue, and they did send me the updated paperwork for only the Junior lien. Then I was approved for the VHAP grant and my caseworker at Vermont legal aid instructed me not to sign the paperwork from Freedom Mortgage. Thats when the issue with the funds as described above came about.
So Id like to make a formal complaint regarding the completely different information I received from various customer service representatives at Freedom Mortgage, that they attempted to have me sign paperwork for a loan refinance that in no way had any benefit to myself, or would help me continue to make my mortgage payments. They have received funds from VHAP that they havent applied to my account, and are still saying that I owe them money and took a payment from me ( {$120.00} ) that Im not sure they needed to and is now asking me to pay even more in order to say current, with a late fee.
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| 01/31/2024 |
Yes |
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- Trouble during payment process
- Escrow, taxes, or insurance
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Web |
Older American, Servicemember |
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XX/XX/2023 Freedom Mortgage disbursed from my escrow account a {$7900.00} check for a NEW XXXX XXXX XXXX XXXX XXXX with an active policy date of XX/XX/2023.
XX/XX/2023 I contacted XXXX XXXX 's Insurance group @ XXXX to inquire about changing active policy date FROM : XX/XX/XXXX, TO : XX/XX/2023. To recap, XXXX has already received and posted to my insurance policy that {$7900.00} payment. The gentleman I spoke made it sound like a seamless transaction.
XXXX then initiates a whole new policy, instead of just updating the 'active date of coverage ' because nothing changed in coverage. XXXX then sends a whole new invoice to Freedom Mortgage Insurance requesting a second payment of {$7900.00} from my escrow account.
Freedom Mortgage, instead of reconciling or an internal trigger warning that escrow disbursement had already been sent, posted and applied to a XXXX Policy, sent a second check for that {$7900.00} which resulted in OVERDRAWN ESCROW ACCOUNT But to begin with, I had already initiated a call to Freedom Mortgage Insurance to provide them a personal conversation regarding changing policy date. I was concerned I would be invoiced 2 ( TWO ) times from XXXX. NO ONE at Freedom Mortgage heard this consumer. And ignoring my concerns placed my escrow account into a negative balance/status!
On XX/XX/2023 I noticed that {$7900.00} disbursed from my escrow to XXXX, and called Freedom Mortgage. It was a waste of my time. After XXXX ( ONE ) hour of failure to answer my questions about 'why was a 2nd payment sent for a paid in full policy? and 'what FM planned to cure their error? ' I had to hang up.
On XX/XX/2023, I called Freedom Mortgage again, XXXX, in FM insurance department, conferenced call to XXXX requesting assistance to cure this error. I had to listen for 1 ( ONE ) hour as 2 ( TWO ) financial representatives bantered which institution was at fault. FM claiming XXXX double invoiced AFTER payment was received. XXXX claiming FM shouldn't have disbursed for a policy changed only by date of activity and without coverage changes.
I, as the consumer, do not care who's at fault, I was bringing to FM and XXXX 's attention this error occurred, my escrow account is now {$7900.00} OVERDRAWN, and I'm requesting due diligence to return the duplicate insurance payment back to my escrow account.
As I write this FM has NOT followed up to correct their error. BUT, now, they are calling me, harassing me, wanting to know when I will write a check for {$7900.00} as my escrow account is still overdrawn.
XXXX, CEO Advocacy Officer, XXXX XXXX XXXX, has not only refused to return those escrow funds XXXX should never have received, but has linked my mortgage escrow account/funds to my XXXX automobile policy, and continues to refuse to return my calls for an immediate remedy.
It has been nearly 2 months FM and XXXX have taken out their incompetence of handling and disbursing escrow funds on me, the consumer, who is powerless. I assure you, I would never over pay a {$7900.00} bill OR agree to let a XXXX hold those funds hostage by linking escrow to private automobile insurance coverage.
IS THIS LEGAL? FM DISBURSING 2 CHECKS FOR 1 POLICY OUT OF ESCROW WITHOUT CHECKS AND BALANCES? XXXX HOLDING ESCROW FUNDS WHICH OVERDREW ACCOUNT AFTER THEY DOUBLE INVOICED FOR SAME POLICY COVERAGE?
HOW DOES A CONSUMER TAKE CHARGE OF OUR FINANCES AGAINST XXXX XXXX DOLLAR FINANCIAL INSTITUTIONS WHEN BOTH REFUSE A FAIR AND REASONABLE DISCUSSION AND CURE OF THEIR ERRORS? I DIDN'T DO THIS!
WHY DO CONSUMERS NOT HAVE MORE AUTHORITY IN HOW ESCROW FUNDS ARE DISBURSED?
AM I THE OWNER OF THAT FM ESCROW ACCOUNT?
I'M ASKING FOR UPDATES FROM FM.
I'M ASKING FOR FM TO STOP THEIR HARRASSING CALLS EXPECTING ME TO FIX THE PROBLEM I DIDN'T CREATE.
I'M ASKING THE XXXX CEO ADVOCACY OFFICE TO CALL ME AND EXPLAIN HOW AND WHY XXXX DOUBLE INVOICED ME AND WHY IT WOULD BE ACCEPTABLE TO HOLD NEARLY {$7000.00} ADDITIONAL FUNDS FOR A POLICY THAT HAS BEEN PAID IN FULL.
Additionally, I filed a Consumer Protection Complaint with State of Missouri 's AG 's Office-XXXX. I have been in communication with XXXX XXXX. It has been a challenge getting the AG 's Office staff to provide a true and meaningful conversation regarding above concerns. XXXX is a tad bit evasive and not what forthcoming in providing direct solutions from AG 's Office. XXXX dismissed me!
I have had discussions with XXXX XXXX 's and XXXX XXXX 's staff who has been helpful providing this consumer protection bureau to seek assistance.
As we can all imagine, I am no further knowledgeable in answers as to 'how and why is this allowed ; and when will my overpaid funds be returned to my overdrawn escrow account ; and am I the only consumer having problems of XXXX refusing to cure their financial errors, linking escrow funds to XXXX automobile products, and refusing a professional dialogue from CEO 's Office? ' THAT IS MY {$6900.00} ; IT IS NOT FM 'S MONEY ; IT IS NOT XXXX 'S MONEY TO USE AS THEY SEE FIT ; AND I WANT MY MONEY RETURNED TO ESCROW FROM WHERE IT SHOULD NEVER HAVE BEEN DISBURSED IN THE FIRST PLACE!
Thank you again for all you do to protect consumers from bad business practicing financial institutions.
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| 06/15/2019 |
Yes |
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- Struggling to pay mortgage
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Web |
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Hello, last XX/XX/XXXX, I was diagnosed with an aggressive form of XXXX XXXX. I was then placed on medical leave from XX/XX/XXXX until XX/XX/XXXX. As soon as I realized that I would be off work for a long period of time, to undergo XXXX treatment, I contacted my mortgage provider, Freedom mortgage, to ask for information about services that would help me in the future if I were unable to pay my mortgage. Initially I was referred to the Nevada hardest hit fund, I completed the application but was denied. I was okay with the denial at the time, because I was still receiving pay from the catastrophic leave donations that I received from co-workers. I also did not want a five-year lien on my property in turn for the help that Nevada hardest hit fund would have been giving me. Fortunately I was able to pay my mortgage and all of my other bills and my car loan, during the time that I was out of work. However by the time that XXXX came, my income had drastically decreased and I knew that I had to get back to work or else I would be in trouble for not paying my bills. I went back to work on XX/XX/XXXX, which was two weeks sooner than my XXXX and XXXX oncologist would have had me go back to work. However I knew that I had to return to work because I needed to pay my mortgage and other bills. I returned to work on XX/XX/XXXX, at which time my mortgage for the month had not yet been paid. I contacted Freedom mortgage to advise them that my mortgage would be late because I would not get a paycheck until the following month on XX/XX/XXXX. My concern was that I did not want my mortgage payment to be reported late to the credit bureau 's, because I knew that it would drastically damage my credit score at a time that I am trying to maintain my credit score, my good health, and my lifestyle. Freedom mortgage advised me that there was nothing that they could do to help me because I was not in default at the time of my call in XXXX. I was advised that I would have to wait until I was 30 days or more late before I could call and request help. I was asked if I wanted to file a modification, at which time I declined because I did not want to lose the current interest rate which is only XXXX. I knew that I would be paying my mortgage and I would eventually catch up as time went by and I continue to work. Following the payment of my XXXX mortgage on XX/XX/XXXX, I contacted Freedom mortgage again, to ask if they would remove the late reporting from the credit report. They advised me to write a letter explaining my situation and to provide them with proof of my medical condition and they would review it but they could not promise me that they would move the late reporting. I was also told that late reporting is usually only removed if there is a natural disaster. I felt offended because although my illness was not a natural disaster, XXXX is very much a medical disaster. I felt that their decision to allow the late payment to remain on my credit report, although they were made aware of my medical condition from the beginning of my diagnosis, until I struggled to make the payment in XXXX, was not fair to me. I was very sincere in maintaining contact with my mortgage loan servicer and Advising them of my medical situation along the way, and all that I wanted was for them to understand that throughout the entire time that I was off work I made my payments with no problems and I was only struggling to make one payment in XXXX. It should also be noted that my home loan was also included in my Chapter XXXX bankruptcy which was discharged on XX/XX/XXXX. Although I requested to reaffirm the debt with freedom mortgage, the bankruptcy judge declined to approve the reaffirmation. The judge explained to me why he would not approve the reaffirmation of my home loan. However I was advised that I could retain the collateral property as long as I continue to pay my mortgage, which I have continued to do. Although I struggled and there was a hardship in my life, I continue to remain in the home, to provide good care of the home, and to continue to pay the mortgage. It is my understanding that Freedom mortgage can not legally report my payment history to the credit bureaus any longer. I am not worried about Freedom mortgage reporting my payments, I am hugely dissatisfied that the reporting of the late payment has caused me to lose 100 points from my credit score. My letter and open communication to Freedom mortgage was in an attempt to reverse the late payment so that I can receive the points that I so deserve two positively raise my credit score oh, so that I continue to move forward and better myself and my living situation. It is my sincere hope that after reviewing the documentation that I have uploaded, which is the same exact documentation that I sent to Freedom mortgage, that you can assist me and finding a resolution. Also, I am blessed to tell you I am a XXXX survivor. As of XX/XX/XXXX I was given a XXXX-free verdict and following my XXXX XXXX sessions oh, I have been given the good news that the chance of reoccurrence is less than 7 %. I am thankful that XXXX blessed me I am back at work and I have a promising career.
Respectfully and yours truly, XXXX XXXX
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| 08/20/2021 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
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- Other transaction problem
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Web |
Servicemember |
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My Home received an insurance check for water damage in the sum of $ XXXX done to my home. the check had my name as well as my mortgage companies name.
I first called the mortgage company ahead of time to ask about how I go about getting this check cashed so I could pay my contractors to fix my home which was on subfloors for almost 2 months due to the damage while I have XXXX small children in the home.
they told me I just needed to overnight the check to their loss department and then gave me the number and address of the department.
after I mailed the check I waited approx 24 hours and called on XXXX to make sure it arrived. at that time the person who answered the phone stated there was no file built yet on the check and to call back in another 24 hours.
I called back again to check on the status of the check. at that time they said they had a file built but im missing information on the claim. they then wanted the insurance adjuster report as well as the contractors agreement to fix the home. I emailed both items on XX/XX/. the person on the phone said it would take 24-48 hours just to receive those documents.
I called back 0n XXXX and all they said was they received the documents but have not cut the check back to me yet.
the weekend passed and I again called XXXX and whoever I spoke with again said the check had not been cut. at this time I was getting frustrated and asked to speak with a supervisor. I was transferred to a XXXX XXXX. it was at this time I was told the reason my check wasn't cut was because I never originally signed the check. no one told me I needed to do so when I originally called freedom mortgage. I also dont see why I would have to sign a check thats for me to perform the repairs to my home first. in my mind they should sign the check and send it back to me so I can pay my contractors. XXXX then stated that the check would be under their control. and they would secure it in a secured escrow account. ( that just tells me they are trying to make money off of interest with it but thats just my mind doing what it wants ) after arguing over why this wasn't acceptable XXXX stated she would over night the check back to me to sign and send back to her as well as escalated my paperwork to be done quicker. I asked her to also send me a overnight return label as I already spent the money in the first place overnighting this check to them. she promised she would and said she would email me the label.
I never received the label from XXXX I only received a generic procedure packet email on XXXX on XXXX at XXXX I still have not received any check nor have I received any label. I left a Voice mail and sent an email asking for both at this time and received no call or email back.
I then called freedom mortgage again around XXXX and spoke with a XXXX XXXX XXXX after again explaining what I have been dealing with she stated that XXXX sent a request to escalate my paper work but that could take 24-48 hours to review and then it would still take 7-10 business days to get the check back out to me. I again stated why this was unacceptable and someone needed to get that check out to me. at this time XXXX stated she saw a tracking number was available for my check and emailed that over to me at XXXX on XXXX she also stated she would also send an email to escalate the process and try to expedite things.
on XXXX my wife received the return label to her email.
on XXXX after seeing no movement on the tracking of the check I again called Freedom mortgage and spoke with XXXX XXXX. XXXX again said the obvious and that she didn't know why the check still hadn't gone out and she tried to connect me with XXXX but XXXX didn't answer the line. she said best she could do was email again to try and escalate the process and would email the supervisor to call me and could email me back when there was a response. She then emailed me her contact information at XXXX that same day.
On XXXX at XXXX I again emailed XXXX XXXX that there was still no movement on that check nor had I received any phone call from a manager. she then responded asking me for my load number to look up my file. I emailed back the loan number on Monday XXXX at XXXX also stating that there was still no movement on the check. at XXXX that same day XXXX then told me she had 0 updates on the check for me.
it was at this time I emailed her back stating I was filing a complaint with the CFPB.
my wife called on XXXX and managed to get ahold of XXXX XXXX and at this time she also stated we were filing a complaint. magically the check managed to get in the mail that same day and my wife received a followup call around XXXX XXXX from XXXX to reiterate the check was going out in the mail.
The check did arrive on XXXX along with a letter stating I was missing the insurance report as well as the contractor contract all which were emailed the month before.
the check went back into the mail signed the very next day with a 2 day air label as freedom mortgage didnt send me back an overnight label as requested.
this company has been nothing but issues to deal with from start to finish and it wasnt until I threatened a complaint that they did anything
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| 11/02/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Payment process
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Web |
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My mortgage payments increased in XXXX of XXXX based on added insurance payments. Freedom Mortgage did not send me a letter through physical mail of this critically important document stating the new, higher mortgage payment amount. They claim to have emailed me at an old email address that I no longer use. Freedom Mortgage purchased my mortgage from XXXXXXXX XXXX XXXX and they probably received the old email address from them. I tried to update my email address with Freedom Mortgage and it took months for them to finally update it so I could log into my Freedom Mortgage account with my current email address. As of just a month or two ago, I can finally log in. However, this was just one issue. The bigger issue follows next.
Freedom Mortgage increased the monthly payment in XX/XX/XXXX due to the added insurance amount. When I received a letter that they didn't receive my full payment, I called the company and paid the extra amount they told me I owed. This was I believe in early XXXX. I have also adjusted my monthly payments to the higher amount after the agent advised with the new monthly amount on our call. However, ever since the insurance has been added, they have been misapplying funds between the escrow account for insurance and the mortgage amount ( principal + interest ). I have been contacting Freedom Mortgage every single month about this when I receive their physical letter that they didn't receive my mortgage payment, which, they receive every single month as I have had my mortgage on auto-pay since they purchased my loan from XXXX XXXX XXXXXXXX. I also had added the additional amount they told me to pay every single month. I was promised last month by the agent that answered my call, about XX/XX/XXXX, that they found the issue, they were misapplying my payments between the mortgage and the escrow for insurance and this was causing the problem. The agent I spoke with on XX/XX/XXXX said that I had to pay an extra $ XXXX to bring my account current, which I paid that day, yet, I log into my account today and even though they received my XX/XX/XXXX payment, it says that I owe another payment of yet another entire mortgage payment and then some. I have always, always paid my mortgages in full payments, on auto-pay, every single month, my entire life. I had an over XXXX credit score as I pay all my bills on time every single month. I also spoke to Freedom Mortgage 's credit department, as they reported me to the credit bureaus for not paying my mortgage on time, which I have been paying on time and I paid the extra I owed as soon as I found out that I owed an extra amount, I increased my automatic monthly payments based on what they had stated as the new, higher monthly payment amount, and I paid an extra $ XXXX last month because the agent promised that this was the issue that was causing the misapplication of funds that somehow my escrow account was short, even though I pay double the monthly amount they pay out for insurance, as they said this would bring my escrow account into balance. Their credit department agent made all these notes after supposedly they fixed the payments misapplication issue on their end last month. The credit department agent promised that they would be mailing me a letter with the resolution about my credit as they have been messing up and that I should be receiving the letter in two week. I still haven't received the letter and it is XX/XX/XXXX, three weeks later. Freedom Mortgage is messing up my credit because they can not seem to fix their payments misapplication issue on their end. They need to cancel/rescind all their credit reports about my mortgage account as I have been making my monthly payments based on their communicated higher amount every single month. I even paid extra amounts twice, in XXXX and on XX/XX/XXXX as the agents on these to occasions advised that this would fix the issue and bring me current. I just called them again this morning and their agent hung up on me or got disconnected and it's been over an hour and they haven't contacted me back. I guess I have to call them again and deal with the same insane issue all over again, just like every single month, how they misapplied my payment again. This company employs people that clearly do not know what they are doing or how to fix their payments misapplication issue on their end between principal + interest and escrow accounts. I have zero confidence left in this company. I have been contacting them every single month, they promise they fixed the issue every single month and nothing happens. I work a full-time job, have a family and this is extremely time-consuming to have to deal with the same mistakes they make month after month. This company should probably not be allowed to purchase mortgages and to operate. I am in disbelief on how a mortgage company can be so inept in fixing a problem that they create on their end every single month by misapplying my payments and sending me letters that they didn't receive my payment when my payment is on auto-pay and they do receive it every single month, in full, based on what they communicated as my new, higher monthly mortgage payment amount. Please, please, please help!
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| 12/19/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
Servicemember |
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I previously submitted a complaint for this matter onXX/XX/2020 ( # XXXX ) in an attempt to get the inaccurate and ONLY XXXX mortgage delinquency corrected on my credit reports for the XX/XX/2020 payment that was NOT made 30 days late and was told then it would be taken care of. I made the XX/XX/2020 XXXX online onXX/XX/2020 and accidently checked the incorrect box to pay ALL late fees ( {$530.00} ) plus my mortgage payment ( {$1500.00} ), which totaled {$2000.00} and that amount was thus deducted from my XXXX XXXX checking account. Realizing the error and the fact that I did not have those extra funds at that time for ALL late fees, I contacted Freedom Mortgage immediately to request reversal of the late fees only of {$530.00} ( not the funds for the payment ), which I was told they would refund and which was also stated would be done in the company 's response to the prior CFPB Complaint on XX/XX/2020 made by XXXX XXXX XXXX, XXXX of Customer Service for Freedom Mortgage. However, instead of doing what they promised and committed to in writing ( and what I requested ), they instead refunded the ENTIRE payment of {$2000.00} back to my account and showed that they did this onXX/XX/2020 on their online account portal and then proceeded to report me 30 days late for the XX/XX/2020 payment as a result of THEIR ERROR in returning the incorrect amount. Further, the refund was not issued until until XX/XX/2020 per the mortgage statement copy attached dated XX/XX/2020 and did not hit my XXXX Federal account untilXX/XX/2021, at which time I immediately sent back the funds sent back to me in error by Freedom Mortgage to cover the payment and was told by the customer service advocate I spoke with would take care of being sure I did not get reported late for the XXXX payment due to the error in refunding the incorrect amount. I then made an additional payment onXX/XX/2020 to cover the XX/XX/2020 payment as well. Despite all of my repeated disputes to the credit bureaus in an attempt to correct this fiasco and incorrect reporting of my account, Freedom Mortgage still insists on reporting that payment 30 days late, despite the fact that I have NEVER had any other late payments in the almost 4 years I was with their company. Not one single late payment. I have an exceptional payment history, and this negative XXXX late payment for my mortgage due to their error does not accurately reflect my historical credit worthiness and has significantly unfairly damaged my XXXX XXXX and I have suffered credit denials, as well as other financial damages as a result, not to mention the mental anguish of trying to get this resolved repeatedly over the last year and a half of my life. Running out of other options, I have recently consulted an attorney who advised me to try one last time to get this matter resolved amicably through the CFPB engaging him to bring a FCRA violation lawsuit against Freedom Mortgage for this matter and sue for damages and attorney 's fees I am entitled to under said law. So, this is my absolute LAST attempt to try and get Freedom Mortgage to review this unusual situation, consider my PERFECT payment history with them, and do the right thing once and for all and correct my credit report by deleting this ONE and ONLY XXXX late payment still showing on all XXXX credit bureaus. I have suffered unfairly and severely as a result of this situation and my credit worthiness is certainly NOT being reflected accurately. This is a very simple matter for them to correct considering the very unusual and extenuating circumstances in this case. Again, I have a PERFECT payment history with Freedom Mortgage for every other payment both before and after this, and request that this be corrected and deleted from my credit reports immediately. I feel that is a very fair request. I have attached numerous pieces of supporting documentation to support my case and request. I do not wish to have to file a lawsuit against Freedom Mortgage but if this is not corrected I am left without other options and absolutely will be doing so promptly. I can not continue to suffer unfairly due to this error. The payment was made on time on XXXX XXXX XXXXXX/XX/XXXXas reflected in supporting documents, and it was not my fault that the company refunded the incorrect amount in error, but am the only one suffering since then as a result of this incorrectly reported delinquency. I am aware under the law that they are NOT REQUIRED to report anything to any credit bureaus, but instead choose to. They can also remove items of their choice as well to accurately reflect a consumer 's credit worthiness when errors such as these arise. Hoping that happens and we can all move forward accordingly with this matter behind us and no lawsuit will be necessary to have this corrected. This has been absolutely horrible to deal with and hoping this is the end one way or the other. I have to get my credit restored as it should be. I have a perfect payment history and am very diligent to pay my bills on time every time. If there is anything further needed from me, I am happy to supply it. Please let me know. I am more than happy to provide my XXXX XXXX bank records, if needed.
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| 01/13/2023 |
Yes |
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- Struggling to pay mortgage
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|
Web |
Servicemember |
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Back in XXXX of XXXX, we accepted the Covid 19 forbearance plan with our mortgage company. We accepted this program as we fell into shipping issues with our company. They didn't receive the right machines and materials ; therefore we couldn't produce the products for our company. Eight months later we had to close our doors and had to file bankruptcy. We stayed in that program and accepted the extensions until it ended in the fall of XXXX. We started a VA loan modification in XXXX of XXXX. In XXXX of XXXX we received the documents back and were told to accept it or if the payment were not acceptable that we can deny and that our mortgage company would counter back with a lower monthly payment, or they could see what they could do. Then from XX/XX/XXXX to XX/XX/XXXX we awaited to hear back about a new amount. We never heard back from them so we reached out in XX/XX/XXXX as we received a document stating that we should notarize documents for a VA partial claim. At the same time Freedom mentioned the Michigan Homeowners Assistance Fund. and we also applied with them as Plan B as that was a better option being interest free and if approved pay up to {$25000.00}.
Keeping our current interest rate and a close amount to our original monthly payment. We went to our bank and had them notarized within the time frame and mailed them out. Then we called to investigate the status of the partial claim XXXX XXXX and they explained that we were denied as they needed more financial information, but we were not told that on the phone when we called. Throughout this process we did not get calls and neither did XXXX XXXX XXXX. They said we just needed to notarize, sign and send back. Also, were told that not only were we denied but that the program had ended in XX/XX/XXXX even though Freedom gave us forms to have them signed beginning XX/XX/XXXX. XXXX?? We were notified that the VA partial claim program ended in XXXX, and they can not proceed with that any longer. Then mid XXXX we started the Loss Mitigation process and did a VA loan modification application package. XX/XX/XXXX we uploaded the application with the required documents. Then XXXX XXXX we went back and forth with them saying they needed more documents, and we furnished them. Then on XX/XX/XXXX we saw online that our account went into active foreclosure and on the very same day that our account was in active loss mitigation stopping our foreclosure as we were told on the phone when we called them. I tried to get a cease-and-desist letter from our mortgage company as we were contacted by a local appraisal company to do a liquidation appraisal on our home, further causing mass stress and confusion. I was told by many reps that they would email me the letter and send it in three days. That never was also told that it could take a week by another rep when calling. So, we had to go ahead with letting the appraiser come into our home, which as you can imagine caused further stress as it was invasive and right before XXXX.
From XXXX XXXX XXXX we kept in communication by calling them and just being informed with the status. At that point it was being reviewed by the underwriters and for us to just wait. Monday the XXXX of XX/XX/XXXX we were informed that we will start our 3-month forbearance trial payment period of {$210.00} a month. Then XXXX XXXX mortgage company will reach out with our loan modification documents to sign and notarize.
Today, the XXXX of XX/XX/XXXX we inquired the status of our application with the Home Owners Assistance Fund and explained the nightmare that we have been through, and our case worker said he needed one more clarification and that as of today we were conditionally approved. So now we have many questions for the mortgage company as we want to know what we have to do to pay off the unpaid balance, after MHOAF pays off {$25000.00}, we owe still owe {$4000.00}.
Our issue now is that we are not getting accurate information about what will happen with the unpaid balance. We have been told our interest rate would remain the same as I am a veteran and have a VA LOAN. Then we were told no it would not be honored still and be at the current market interest rate. Also, we were told we would have to do another loan modification for the unpaid balance, and we were told we could negotiate terms and add it to the loan as a deferment. Until the loss mitigation goes into active status, and they receive the application and all required documents our mortgage company said they could put us into foreclosure status again. Our case worker from the Homeowners Assistance Fund advised us to reach out to the Consumer Finacial Bureau for help in hopefully streamlining the last stage of this process. We are going ahead with the homeowner 's assistance company with their offer and would love to tack on the unpaid balance after the program pays instead of doing another loan modification that Freedom says we have to do.
This has been an absolute nightmare of a year, beyond covid years, and almost considered litigation, but just want to really get back to paying our mortage again and focusing on our business and children.
Thank you, XXXX and XXXX XXXX
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| 12/15/2020 |
Yes |
- Debt collection
- Mortgage debt
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- Took or threatened to take negative or legal action
- Seized or attempted to seize your property
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Web |
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BACKGROUND : I own the single family residence located at XXXX, XXXX XXXX, XXXX, CA XXXX. I have owned the property since XXXX of XXXX. I refinanced the mortgage with XXXX XXXX in XXXX, XXXX and I started my regular payment on XX/XX/XXXX. Due to the Covid pandemic, I applied for a mortgage forbearance plan in XXXX, XXXX, in accordance with the CARES ACT that was passed by Congress and signed into law in XXXX, XXXX. My mortgage forbearance request was approved by XXXX XXXX, starting XX/XX/XXXX and was extended up to XX/XX/XXXX. On XXXX, XXXX, XXXX, XXXX XXXX informed me in writing that my mortgage was being transferred to Freedom Mortgage, XXXX, IL, on XX/XX/XXXX. I can send documentation regarding the above. XXXX XXXX account No. XXXX.
DECEPTIVE BEHAVIOR BY FREEDOM MORTGAGE : Freedom Mortgage Account No. XXXX XXXX. On XX/XX/XXXX, I initiated a contact with Freedom Mortgage. At the very beginning of the communication, I was told that the communication should be considered as an attempt to " COLLECT DEBT '' and that any information obtained would be used for that purpose. When I was asked, based on that statement ( which is usually used when a loan account is in default ) whether my mortgage account was in default, I was given an ambiguous answer ( " we have to read out such statements '' etc. ). I was also erroneously informed that my forbearance plan had ended on XX/XX/XXXX. At that time, I informed the customer service supervisor ( XXXX ) with Freedom Mortgage that I am protected until XX/XX/XXXX, by an approved forbearance plan afforded to me by the CARES ACT. However, XXXX informed me that she was going to try to give me an " extension '' of the forbearance plan until XX/XX/XXXX and that it will get " approved ''. When asked, why she needed to give me an " extension '' even though I was already protected until XX/XX/XXXX, by a forbearance plan approved by XXXX XXXX, I was again given an unambiguous answer ( " this must have been a clerical error '' etc. ).
2. I was very concerned by this suspicious behavior by Freedom Mortgage. So I called back on XXXX ( the next day ) by calling XXXX to discuss the transfer by XXXX XXXX and my account standing with Freedom Mortgage. I was responded to by a customer service representative named XXXX XXXX Teller ID XXXX XXXX at XXXX Pacific Time. At the beginning, XXXX gave me the following disclosure : 1 ) Total account balance, 2 ) Total monthly payment 3 ) interest rate. As I was explaining my previous days ' discussion with XXXX, he informed me that he had already given me an " extension '' of the forbearance plan until XX/XX/XXXX, and that my next payment due would be XXXX XXXX, XXXX. When I informed him about the forbearance plan extension already approved by XXXX XXXX until XX/XX/XXXX, and asked him why he needed to extend me again, I again received an ambiguous answer ( " must have been a clerical error, I can only tell you what I see '' etc. ). Anyway, he re-assured me repeatedly that I did not need to worry about anything at this time, as I was protected by forbearance plan. However, He appeared to be worried that XXXX XXXX may have reported me to the credit bureaus and that I should check right away with XXXX XXXX. XXXX also informed me that their mortgage company does not begin any foreclosure proceedings for 60 day after " transfer '' of mortgage ( e.g. Transfer date XX/XX/XXXX, in accordance with notice from Quicken Loans ).
3. On XX/XX/XXXX, as I registered and logged into the Freedom Mortgage website, information in my account page worried me right away. 1 ) Very worrisome is the note on the account is that " Your account is in active loss mitigation ''. As I understand, this is the precursor to foreclosure proceedings.
4. I also received at written notice from Freedom Mortgage via US Postal Service on XX/XX/XXXX. This notice was NOT an introduction and WELCOME notice to Freedom Mortgage. Instead, it appears that Freedom Mortgage is considering my account to be in default, and are providing information as to what I can do, " ... discuss additional options that may be available to assist you during this important time ''. The notice is full of cleverly written ambiguous language, and nowhere in the notice does it mention that I am protected by an approved forbearance plan and that they are not allowed to report my to credit bureaus in accordance with the CARES ACT. Instead, it includes the following language : " Please keep in mind that we will continue with regular collection efforts on your loan, which may include foreclosure proceedings. We will also continue to report your loan status accurately to the credit bureaus ''.
Based on the above, I fear that Freedom Mortgage is deceptively trying to foreclose my property, as it clearly appears that their system is considering my mortgage to be in default. I am protected by an approved forbearance plan. All assurances received from Freedom Mortgage was over telephone on XX/XX/XXXX and XXXX, XXXX. They have not sent me any written notice regarding the transfer of the mortgage by XXXX XXXX, or the approved forbearance plan that protects me from foreclosure proceedings until XX/XX/XXXX.
|
| 02/25/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I was told on a phone call XX/XX/XXXX that our Mortgage would be transferred to XXXX XXXX. We received a letter mid XX/XX/XXXX from Freedom Mortgage, XXXX XXXX XXXX, XXXX, TX XXXX, our current lender, that our loan was being sold to XXXX XXXX effective XX/XX/XXXX and not to make a XXXX payment to Freedom Mortgage. We received a letter from XXXX XXXX early XX/XX/XXXX ( it was dated XX/XX/XXXX ) with our new loan # XXXX for XXXX XXXX. It stated we would be receiving a welcome packet soon and we could make payment to the address on the letter. I called XXXX XXXX XX/XX/XXXX and they said that our loan paperwork had not been uploaded yet and wait until the end of the week it takes 6-8 weeks to transfer loans. We could go ahead and make our payment to the address on the statement from XXXX XXXX.
XXXX -Receive a letter from Freedom Mortgage regarding late payment. I called they reassured me paperwork crossed in mail.
Friday XX/XX/XXXX I receive a call from Freedom Mortgage wanted to collect the XXXX payment. I told, I think it was XXXX, that our mortgage had been sold and that we were told not to make a payment to Freedom Mortgage after XX/XX/XXXX. He put me on hold and said he found the letter they sent in our file and yes our mortgage had been sold. He put me on hold and verified with his supervisor. After 40 minutes he told me that our account had been updated and it had in fact been transferred to XXXX XXXX and that is where payment needed to be sent. He also said a supervisor would follow up with me.
XX/XX/XXXX payment sent to XXXX XXXX XX/XX/XXXX - XXXX XXXX Cashed payment XXXX XXXX pm Freedom Mortgage calls wanting to collect the XXXX payment. I go through the whole scenario again about the loan being sold. She confirmed that our file did indeed show the mortgage was sold to XXXX XXXX XXXX and saw the notes from my conversation w/Nathan on XX/XX/XXXX. She assured me that her supervisor would be taking care of this mishap and I would not be contacted again from the Freedom Mortgage collection department again regarding this matter. Her supervisor would follow up with me.
XX/XX/XXXX XXXX pm- Prissela (? sp ) from Freedom Mortgage called to collect payment for XXXX. I am now beyond furious and once again explained that I had a call last FRIDAY and LAST NIGHT regarding this and the loan has been sold. She apologized and said let me investigate, she saw the notes in the file and said yes your loan letter is here where it was sold to XXXX XXXX. She put me on hold and comes back on the phone and informs me that the loan is NOT being sold to XXXX XXXX they decided to keep it at Freedom Mortg, I asked her when that happened and she said JUST NOW.
I told XXXX I have paid XXXX XXXX how was that payment going to be transferred back to Freedom Mortgage for the XXXX payment. XXXX informed me that I would be responsible to get a hold of XXXX XXXX to try and recover my money and I would also have to pay XXXX XXXX. THAT IS INSANE!! I asked to talked to a supervisor or someone that would be able to explain this ridiculous dog and pony show. She put me on hold came back on several times after 20 minutes there was NO SUPERVISOR available to talk to me or NO ONE EVEN HIGHER! I told her that I WANT TO TALK TO SOMEONE and NOW. She said she could not do anything about that and her supervisor would not. be able to explain anything that she has not already done. I told her I needed to talk to someone that is responsible not someone that can not help me. I needed explanations.
She said someone would return my call.
I have been told 3 TIMES that a supervisor would call me and I have not heard back from one Supervisor ( first promise was Friday XX/XX/XXXX ) or anyone with any management title.
No choice I have contacted XXXX XXXX they have to do a full investigation before any money will be released.
Freedom Mortgage has been very careless and when i reviewed my statements since for XXXX I have discovered that each month our second payment goes to an u Also I downloaded all my statements from Freedom Mortgage. We were setup to pay twice a month on the mortgage. Every month the second payment would be sent to the Unapplied account. Then it never was clear when it was applied to our account. That leaves us to believe that our payment was being held and not applied which charged us more interest, Also we have a payment of {$1400.00} that was paid to Freedom Mortgage on XX/XX/XXXX. It went to Unapplied Funds. I called in XX/XX/XXXX regarding the transfer and was told I had a balance of {$140000.00} in un applied funds. Once the loan would be transferred Freedom Mortgage would refund that money. I had no idea why I would have {$1400.00} in unapplied funds so I went and pulled all my statements to see what was going on. Every month from XXXX on there is an amount of {$1300.00} that goes into Unapplied Funds account. I have no idea why and when I asked for an explanation they just dance around the question. so Is there interest being charged while my money sits each month in unapplied funds?
Since started typing this a manager did call and will try and work with XXXX XXXX to get our payment expedited,
|
| 10/13/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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|
Web |
Servicemember |
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To Whom it May Concern, This will be my fifth attempt to have this account reported correctly on my credit from Freedom Mortgage. If XXXX and Freedom Mortgage can not get it right this time I will be forced to take legal action and go to the media against Freedom Mortgage and XXXX for not keep creditors accountable. Her is a factual summary of my complaint against Freedom Mortgage inaccurately reporting on my credit : XX/XX/XXXX, XXXX XXXX called XXXX about the issue with mortgage due to him reviewing his credit report and seeing the mortgage was 60 days behind. XXXX XXXX never received any letter or phone calls from Freedom Mortgage and was only made aware of the issue through his credit report. XXXX explained what happened with Freedom Mortgage and asked him to help short out the issue.
On XX/XX/XXXX XXXX spoke with XXXX # XXXX from freedom mortgage to figure out what need to be done to catch up and requested a forbearance to make sure the house did not go into foreclosure. XXXX submitted the request forbearance and explained the house was behind on escrow by {$7800.00} and behind on the mortgage {$5600.00}. XXXX told XXXX XXXX would have the money from her tax return and would catch up as soon as XXXX bank released the money. XXXX also requested XXXX to uncompounded the taxes due to an issue with the solar company attaching additional tax to the escrow making the mortgage payment fall behind and escrow shortage.
On XX/XX/XXXX, XXXX called to check the status of the forbearance and tax situation. He spoke with XXXX # XXXX who explain there was no update on the status of the forbearance request.
On XX/XX/XXXX, XXXX called again to check on the status and spoke to XXXX # XXXX who stated he did not have an update on the request and to call back in 48 hours.
On XXXX XXXX XXXX called and spoke with XXXX # XXXX who explained that a request was never submitted. She took the financials and apologized for the oversight of the company and told me XXXX the request for forbearance would be completed by XX/XX/XXXX. XXXX stated to not worry about the house going into foreclosure.
On XX/XX/XXXX, XXXX spoke with XXXX # XXXX who stated the forbearance was still being proceed and we should hear something soon.
On XX/XX/XXXX XXXX called because he noticed a foreclosure flag on the account despite being told by freedom mortgage this would not happen. XXXX did a conference call with XXXX and spoke with XXXX # XXXX from freedom mortgage to figure out what happen. XXXX had the money to catch up from her taxes but XXXX was rude and non-sympathetic to what was happening. She continued to explain they would not accept our money because the house is in foreclosure. XXXX was able to get XXXX to calm down and XXXX requested XXXX to speak with a manager. XXXX told XXXX and XXXX there was no manager available but would have a manager call us back as soon as they are available. XXXX also explained the loss mitigation process to XXXX and XXXX.
On XX/XX/XXXX, XXXX was called by a Freedom Mortgage manager XXXX # XXXX who was apologetic for the mistake the company made with flagging the mortgage with foreclosure flag. XXXX told XXXX would contact the forbearance office to let them know we have the money to catch up and want to pay the balance if they remove the flag on their mortgage account.
On XX/XX/XXXX, XXXX spoke with Manager XXXX # XXXX who informed him that the forbearance was approved stopping the foreclosure process for 3 months. She also explained the mitigation process further and told us to that she would email and mail the documents.
On XX/XX/XXXX called to check on status of loss mitigation due to no response from Freedom mortgage and was on hold for 57 minutes until the company line hung up on me.
On XX/XX/XXXX, called to check on status of loss mitigation due to no response from Freedom mortgage and was on hold for 79 minutes until the company line hung up on me.
On XX/XX/XXXX, spoke with freedom mortgage agent XXXX # XXXX to ask the status of the loss mitigation and she explained that the loss mitigation process is still pending approval and could not provide any further information.
On XX/XX/XXXX Hired Lawyer and Real Estate Agent to list house due to lack of transparency and answers from freedom mortgage regarding the loss mitigation process.
*House Closed Escrow on XX/XX/XXXX and never went into foreclosure status.
XXXX XXXX, XXXX Filed Report against company for unethical behavior and false credit reporting with XXXX reference complaint # XXXX.
XXXX XXXX, XXXX Filed Report against Freedom Mortgage with CFPB XXXX XXXX : Response from Freedom Mortgage not addressing or fixing any inaccuracies on my credit report.
* XX/XX/XXXX : New Claim against Freedom Mortgage for showing balance on account a year latter despite being paid off and still not reflecting the corrected payment history.
XXXX XXXX, XXXX : Received letter from XXXX showing only the balance being removed but adding Foreclosure Proceeding Flag on my credit after the house was sold. What is this! How can this even happen.
I HAVE ATTACHED ALL FACTUAL SUPPORTING DOCUMENTATION.
|
| 05/11/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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On XX/XX/XXXX, I was contacted by XXXX XXXX from Freedom Mortgage about a product I qualified for. It was called a streamline mortgage, and I was told it was a pretty seamless process and it should be done fairly quick once I fill out the paperwork and send it in to her. Never was I told their would be any challenges with the process. I didn't have to have my credit verified, my monthly payment would go down, and I would be able to take advantage of " skipping a payment '' for a month. Everything sounded great, so I accepted the terms presented to me and started the process. Especially the " skip a payment '' option because I planned to change jobs in the near future and to not have to pay the mortgage one month was a very beneficial benefit for me. As time, went on I received loan docs in my e-mails, so I signed them and it seemed that everything was going smoothly. Then I started to notice no one would follow up with me. I began working with XXXX XXXX, Customer Advocate, as she explained the documents I was signing, and next steps. Just when it seemed like it was time close and go into the new loan, I received documents to sign. I signed different documents on XX/XX/XXXX, XX/XX/XXXX, XXXX, XXXX, XX/XX/XXXX, XXXX. It would get frustrating, because just as the month would be ending and I would be thinking the loan would close any time now, no one would follow up with me. XXXX passed, then in XXXX came an issue that I had owed back child support payments which was incorrect. That was corrected, so I thought, ok in XXXX this will finally close. I didn't get any phone call, so I contacted XXXX XXXX on XXXX or XXXX ( don't remember the date ). She explained everything looked good and instructed me to NOT make my XXXX mortgage payment. This was a sign the process was going to close and everything was OK. However, as the end of the month came closer, I did not receive any calls. Finally, for fear of there being an issue, I called XXXX XXXX on XX/XX/XXXX. Our air conditioning unit went out at our home and the cost to get it fixed was going to be approximately {$7500.00}. I am still not working due to the Covid-19 issue as work is not ready to start until Nevada shut down has been lifted. Now more than ever, I needed that " skip a payment '' option for the mortgage. I asked Ms. XXXX what the status was on our streamline refinance. She looked up in her systems and said that Underwriting denied my loan because I did not meet their original criteria of having 1 or less late payments in the last year. She told me I was now " close '' to meeting the criteria and I may be eligible in the next 1-2 months to reapply. I was practically speechless. After going back and forth for over 3 months, Freedom Mortgage 's Underwriting department denied the loan because I didn't qualify for it in the first place? If this is true, this is very poor service. This company had me dangling along for over three months making me think that I was qualified and practically done with the process only to tell me at the last minute I shouldn't have been called in the first place? There is something very wrong with this picture. How can a mortgage company make an offer to a customer, provide steps for the customer to follow, and then take back their offer over 3 months later because they shouldn't have made the offer in the first place? Not only is this bad customer service, this company is not operating in good faith. I almost feel like this is borderline fraud and that this company is practicing deceptive processes to make their numbers look better. Why was I even called in the first place? Never have I contacted an elected official or have gone to the attorney general of the state, but I am tempted to do so - this is so egregious, I feel like I have been taken advantaged of. Do I pay the mortgage? Or do I use the money to add to the purchase of a new air conditioning unit for the home? The other concern is, if I don't pay on time, then I may be disqualified again for the streamline loan. Please, I want a lower payment each month but how do I know this same think won't happen again? This is just all around bad for Freedom Mortgage to do this to a customer. The other issue is, was anybody ever going to tell me I was denied? And provide me the official reason? Ms. XXXX said an official " no '' letter was mailed to me on XX/XX/XXXX. However, I never received it. Had I not called, this issue would never have been addressed. I deserve to know the official reason in writing why my loan request was denied. Ms. XXXX did not provide me any recourse other than to call in Customer Service. I called in the following day and spoke to XXXX. He was able to waive the late fee per my request and provided me another number to call. I called that number the following day and eventually spoke to a supervisor. I explained to him what had happened but he didn't really do much. He stated he would follow up with Ms XXXX and Ms. XXXX but I am not sure what that would do for me. I felt there was no real customer service on this call - no real help provided for me, the customer that suffered during this ordeal.
|
| 01/28/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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This complaint is a follow up to complaint XXXX-XXXX, which was responded to by XXXX XXXX XXXX. XXXX XXXX XXXX responded they do not own or service my mortgage and directed me back to JG Wentworth. At the advice of your representatives, I am now filing two additional complaints ( the first one was filed moments ago against JG Wentworth, complaint XXXX-XXXX ).
Until XX/XX/XXXX, my loan was being serviced by XXXX. I received a letter from XXXX dated XX/XX/XXXX ( see attached ) stating as of XX/XX/XXXX our loan would transfer to J.G. Wentworth Home Lending and I would receive information directly from them about the processing of my mortgage payments.
As of XX/XX/XXXX I had not heard from J.G. Wentworth. I began calling their offices, citing the letter from XXXX. On or about XX/XX/XXXX I was escalated to a supervisor who informed me that my loan was sold again ( before any processing at J.G. Wentworth ) to XXXX XXXX XXXX and I would receive additional information from them.
On or about XX/XX/XXXX I began calling XXXX XXXX XXXX to locate my mortgage loan. I was advised repeatedly they would send a letter. I called XXXX XXXX XXXX weekly, seeking information on where to send my payment or how to proceed. I was told they did not have the loan and not to worry, there would be no late fees or issues once they did have the loan.
On or about XX/XX/XXXX I received a letter from XXXX XXXX XXXX ( see attached ) acknowledging my mortgage and providing an old loan number as well as a new loan number. The letter stated XXXX XXXX XXXX would begin subservice on my mortgage under contractual agreement on XX/XX/XXXX. I called them and was advised it would take 10 business days for the loan to be entered. They provided a website I could check and that would allow me to set up my online account. I was also advised no payments were due at the time because they were unable to process them and I was still covered under the transfer window.
I called XXXX XXXX XXXX 9 times between XX/XX/XXXX and XX/XX/XXXX, spoke to three supervisors ( two of which escalated and someone was suppose to call me back in 24 hours ), and checked the website at least 3 times a week. My last call was to a supervisor who advised she couldnt understand what was going on.
On or about XX/XX/XXXX I submitted a complaint against XXXX XXXX XXXX with the Consumer Finance Protection Bureau. I then received a letter dated XX/XX/XXXX ( see attached ) retracting their previous letter of XX/XX/XXXX and advising my current loan servicer is J.G.Wentworth.
On XX/XX/XXXX, I called the CFPB and received additional counseling to contact MERS Servicer ID to locate the servicer information listed for my loan ( see attached ). Per that system, XXXX XXXX XXXX is listed as the servicer ( and is still listed as of the date of preparing this complaint ). On XX/XX/XXXX, I called the number listed on the registration and was directed to XXXX, the Servicing Manager of XXXX XXXX XXXX. I was informed he was aware of my situation and that XXXX XXXX XXXX was in the process of requiring the necessary information from JG Wentworth for the servicing of my loan. I was advised he hoped for this to be completed by the end of that week, but we would touch base on or about XX/XX/XXXX to check on the progress.
On XX/XX/XXXX I called XXXX back and was advised they did not have the loan and from the information he had, the loan would be serviced by Freedom Mortgage. He also provided me with the phone number for Freedom Mortgage. He advised if he received any more information he would contact me and let me know.
On XX/XX/XXXX I received letter from XXXX XXXX XXXX in direct response to my CFPB complaint ( see attached ). They again state JG Wentworth is the current servicer of my loan. With the number XXXX provided, I called Freedom mortgage and spoke to XXXX ( ID XXXX ). She searched via my SSN and the property address and could not locate my loan. I then called JG Wentworth twice - both times I was advised that despite the letter, they do not have a home mortgage department and all inquiries should be directed to Freedom Mortgage.
On or about XX/XX/XXXX I received a letter from XXXX XXXX, Escalations Analyst at XXXX XXXX XXXX ( see attached ). This letter again directed me to contact JG Wentworth at another number listed from the one I had located in previous notices. This line rings directly to a voicemail box. I left a message on XX/XX/XXXX and again on XX/XX/XXXX I have not received any response back.
To date ( despite paying into the escrow to cover these charges ) I have had to pay my house insurance premium and my property taxes totaling {$2100.00} out of pocket. My mortgage has now not been paid in 4 months because the account can not be located.
The only lien listed with our county tax accessors office is held by JG Wentworth ( if they continue to deny owning the loan, I would like for them to release the lien to my property ). I have checked my credit number times, only two mortgages appear one account from JG Wentworth and a corresponding account with XXXX. Both of those accounts show as paid in full.
|
| 07/31/2018 |
Yes |
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- Trouble during payment process
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Web |
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Chief Complaint : Misappropriation of payments to the account, and not honoring foreclosure alternative agreement.
My mortgage was initially serviced through XXXX before it was transferred to Freedom Mortgage in XXXX of XXXX. My original mortgage payment amount was {$1500.00}. Since the transfer, I have been dealing with issues on how my account is being handled. My account was current with XXXX up until XXXX of XXXX ; all mortgage payments were paid accordingly and on time. In XXXX, Florida was impacted by Hurricane Irma, which prompted many homeowners to contact their mortgage companies for a 3-month forbearance. I was one of them. On XX/XX/XXXX, I approached XXXX and spoke with a representative and asked that my account is placed in forbearance. It was approved. I was then told that all payments would be due in XXXX, and should I have any problems making the payment that they will assist me with Loss Mitigation.
On XX/XX/XXXX, I contacted XXXX and asked to start the Loss Mitigation process for the past due balance of {$4500.00}. However, I made a payment of {$1500.00} over the phone for XXXX. I then received a letter from XXXX dated XX/XX/XXXX, stating that I was approved for a foreclosure prevention alternative. The offer listed on the note said that I was to make three trial period payments of {$1300.00} for XXXX, XXXX, and XXXX of XXXX to qualify for a permanent modification. I signed the document and sent it back to XXXX on XX/XX/XXXX within the 14-days of the notice. For XXXX and XXXX, I made the payment within the period stipulated to XXXX, however, my account was then transferred to Freedom in XXXX of XXXX. ( Around that timeframe I received a letter stating that my monthly mortgage will now be {$1300.00} effective XX/XX/XXXX. ) On XX/XX/XXXX, I called Freedom Mortgage and spoke to a gentleman who stated that Freedom would be honoring my payment modification and the Loss Mitigation application. After feeling a sense of relief, I made a payment with the representative of the modified amount {$1300.00}. As the months gone by, that was what I have been paying Freedom, until XX/XX/XXXX, I received a letter stating the I had until XX/XX/XXXX, to pay {$5700.00} for the overdue balance or my account will be placed in foreclosure. In my panic, I withdrew from my 401K and paid that amount on XX/XX/XXXX. That should have made my account current as of XXXX, and on XX/XX/XXXX, I made a payment of {$1300.00} for the month of XXXX. I proceeded to make my timely payment for the month of XXXX. However, my account was not updated to reflect what I have paid. In fact, I believe a good portion of my payments was placed in escrow giving me a high balance.
As of XX/XX/XXXX, I have made a total of {$12000.00} payments to Freedom Mortgage from XXXX to XX/XX/XXXX. Prior to them, I made a total of {$4100.00} payments to XXXX from XX/XX/XXXX to XX/XX/XXXX. This is a combined total of {$16000.00} of mortgage payments made to my account. All of this is tracked and confirmed by bank statements since I pay directly from my bank account ( see Table 1 below ). Mind you, even if Freedom failed to honor the trial payments of {$1300.00} and was charging me the full mortgage amount of {$1500.00} for the months of XX/XX/XXXX through XX/XX/XXXX XXXX {$10000.00} ), and {$1300.00} from XXXX to XXXX XXXX {$5200.00} ), I still overpaid on my mortgage ( Table 2 )! The combined total of {$15000.00} due minus the total of {$16000.00} paid leaves me with an overpayment of {$600.00}!
I contacted Freedom on numerous occasions and sent them a letter to investigate my account and still nothing has been done to correct this issue. I called and spoke to another representative on XX/XX/XXXX, and she stated that I still owe for the month of XXXX and XXXX, and soon XXXX. How is that possible? If I make the payments as they are claiming, I will have overpaid my mortgage by over a few grand! I really need Freedom to get my account to where it should be, and apply the payments correctly. I dont understand how they managed to XXXX this up. And every time I call, it is hard to explain this situation to the representative because they do not see what I see. This problem is affecting my good standing, and I need it rectified as soon as possible.
Table 1 Total Mortgage Payments XX/XX/XXXX Total Mortgage Payments Posted Date Description Amount XX/XX/XXXX BP FREEDOM MORTG ACH W/D : BP FREEDOM MORTG {$1300.00} XX/XX/XXXX BP FREEDOM MORTG ACH W/D : BP FREEDOM MORTG {$1300.00} XX/XX/XXXX BP FREEDOM MORTG ACH W/D : BP FREEDOM MORTG {$5700.00} XX/XX/XXXX BP FREEDOM MORTG ACH W/D : BP FREEDOM MORTG {$1300.00} XX/XX/XXXX BP FREEDOM MORTG ACH W/D : BP FREEDOM MORTG {$1300.00} XX/XX/XXXX FREEDOM ACH W/D : FREEDOM {$1300.00} XX/XX/XXXX BP XXXX ACH W/D : BP XXXX {$1300.00} XX/XX/XXXX BP XXXX ACH W/D : BP XXXX {$1300.00} XX/XX/XXXX XXXX LOAN ADM ACH W/D : XXXX LOAN ADM {$1500.00} {$16000.00} Table 2 Total Monthly Mortgage Amounts Due XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
|
| 04/14/2023 |
Yes |
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- Struggling to pay mortgage
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|
Web |
Servicemember |
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COVID-19 FORBEARANCE APPLICATION I requested an accommodation for my XXXX XXXX and XXXX. It has not been acknowledged.
1. I have filed loss mitigation documentation to Freedom Mortgage for XXXX, XXXX XXXX XXXX, XXXX XXXX, CO XXXX as early as XX/XX/XXXX and monthly starting XX/XX/XXXX. Never in writing, ( no response by email ) have I received active feedback to assist me in an active process to complete my forbearance. I have verbally received feedback that my files submitted were inaccessible, multiple times, ( pdf ), and only after adding attorney and Trustee staff to my email submissions did Freedom Mortgage Loss Mitigation acknowledge receipt in late XXXX. The foreclosure sale scheduled for XX/XX/XXXX, remained despite my requests for consideration of being delayed by the Loss Mitigation Departments process. No one began assisting me with my loss mitigation packet unit just over 2 weeks out from the sale. Their letter denying my submission, while I was in the process of making corrections with their staff, terminated the process of my submission 's review and upon checking on the status of my packet after the sale date was moved back to XX/XX/XXXX, the Loss Mitigation Department verbally required me to submit my documents in full for the 5th time.
2. Although Freedom Mortgage received submissions, they've continued to report negatively on my credit and delayed the processing of my application without active feedback or someone to assist me in corrections since XX/XX/XXXX.
I have requested a single contact to assist me and this was never acknowledge and the only response given was general information.
I received a letter rejecting my forbearance application this week, stating that I submitted my request too late. Freedom Mortgage Loss Mitigation staff advised me resubmit everything as she was directed by her management.
Below is the email in which I addressed the Freedom Mortgage Corp. 's attorney office, XXXX XXXX XXXX. I received no response : XXXX XXXX, I contacted Freedom Mortgage Loss Mitigation this morning at XXXX XXXX, MST. In this phone call I learned that Loss Mitigation denied my Forbearance packet without reviewing any of the corrections to the packet they requested and further, they did not acknowledge receipt of the same material and corrections that I've acted on as required and shared with everyone in this correspondence. Further, I was advised that they sent out a letter on XX/XX/XXXX, stating they denied my packet because there was no time to process it before the sale. Despite my last written request, asking that they consider the absence of due process in other terms of speech verbally in conversation and in writing they proposed to force a sell or other remedy on XX/XX/XXXX, when our issues with remaining in good standing with this loan agreement were COVID-19 related, due to loss of employment, loss of income, XXXX with the XXXX virus on more than one occasion and further the denial of reasonable services/ assistance in applying for forbearance with Loss Mitigation.
I received correspondence stating an extension was granted to the date XX/XX/XXXX and it was confirmed by XXXX XXXX XXXX Trustee. The person in the Loss Mitigation department acknowledged the extension, then stated that her supervisor needed me to resend all documentation that was previously provided including all screened material. I requested a contact from your law firm so that I could communicate, correspond and actively resolve the inconsistencies and get our account back in good standing. Your firm sent me back to their general process. Our case is not ordinary, we are being ignored despite remaining engaged and corresponding. The person I spoke with today advised me that they would continue the foreclosure process even after receiving all documentation, until they are satisfied. Rejecting our packet that was acknowledged as being received and corrected as their staff required. Once again, it has been rejected and this time after their personnel have screened it with our corrections. Until they are satisfied with the packet to what standard? Further, they've continued reporting foreclosure proceedings on our credit history despite all malfeasance in turning away multiple submissions and even now turning away this submission without review.
This process with your client, Freedom Mortgage, Corporation has become predatory in practice. Please, what is our next step? Do we resubmit all documentation again as they've required and face getting turned away, face denial, or will your client acknowledge receipt of prior submissions and act on what they've already received ; which is only fair for our sake in due process. I will also consult the XXXX as this has been a strain on my ability to remain engaged. I am a XXXX Veteran. The obstacles and practices your client has set before us and acted on are extraordinarily beyond any due process of any citizen or client. Further, I will address the XXXX XXXX XXXX about the treatment we are receiving from your client. Please, what is our next step?
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| 01/20/2024 |
Yes |
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- Trouble during payment process
- Escrow, taxes, or insurance
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Web |
Older American, Servicemember |
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XX/XX/XXXX We have a VA loan with Freedom Mortgage.
This is a difficult company to work with. It gives confusing, conflicting information and the attitude of employees is Freedom is always right and the consumer is at fault.
WE HAVE TWO ISSUES : Wrong house insurer and escrow.
1st House Insurance. XX/XX/XXXX Freedom Mortgage sent us a letter stating that our house payment was going up. I called Freedom Mortgage and found out they had the wrong insurance company. XX/XX/XXXX, we changed from XXXX XXXX XXXX XXXX XXXX XXXX. I verified with XXXX XXXX that they sent correct information to Freedom, I also in XX/XX/XXXX sent the information to Freedom with the change and I called XXXX to let them know. The change did not occur. XX/XX/XXXX I emailed to Freedom the XXXX XXXX Policy while on the phone with a Freedom Mortgage lady. I told her we had already paid for the year. She said she would process the change and it was up to me to get a refund from XXXX for the overpayment. I called XXXX and got a nice lady who saw some incomplete paperwork from XX/XX/XXXX that was not processed correctly and cancelled the policy backdating to XXXX and processed a check to us. So, I thought we were fine. I called Freedom back to ask a question and they still showed XXXX and said I owed a lot more in escrow and I would have to pay more. I tried to explain I changed insurance companies and paid the new insurance company for the year. I was at fault according to Freedom. I am attaching a letter I faxed, mailed to various addresses with attachments to get the change. On XXXX XXXX XXXX I went online to the Freedom portal and again sent the letter and attached documentation to correct the insurer. I told Freedom that the insurance had been paid. On XXXX XXXX XXXX Freedom sent me a note saying they changed insurers, and they sent a check for {$2600.00} to XXXX XXXX. XXXX XXXX never asked for payment ; Freedom just sent it. So, I went to XXXX XXXX office got them to send me back the amount of {$2600.00} which they were holding since no payment was due. On XXXX XXXX XXXX I asked Freedom where to return the check back to that I got back from XXXX XXXX. XX/XX/XXXX Freedom told me in the portal in a letter to send it to XXXX XXXX XXXX XXXX IL XXXX which I did with return receipt signature requested. So I mailed the check XX/XX/XXXX stating both on check and with note attached to be put back into escrow. On XX/XX/XXXX a lady called from Freedom Mortgage called on my husband 's phone which I happened to answer. She wanted to know what to do with the check. I assumed she had it, but she said no She said I sent it to the wrong address. It should have been sent to an address in XXXX XXXX. She gave me another address and said to call XXXX XXXX XXXX on XX/XX/XXXX to see if they have received the check. I called the number she gave me on XX/XX/XXXX and it is a fax number. This is normal with Freedom incorrect information is the norm. Today XX/XX/XXXX I have no idea where the check I sent is or if Freedom has it. When I mailed, faxed the change of insurance companies to Freedom I got silence. It took a lot of effort to just get insurance companies changed. I will attach documents so you can see this. As of now there is a missing check of {$2600.00}. What am I supposed to do now? Stop payment on this check and send another check to another address?? At what point will Freedom change the escrow amount to show the correct amount with XXXX XXXX? They are still using XXXX information.
2nd ESCROW : What a mess. We pay the taxes on the property. Recently we started to pay for the house insurance. 1st the escrow still reflects XXXX information, which is incorrect, see above. We are asking Freedom to discontinue escrow. Our goal is to reduce the house payment. Also, in looking through all the notes back and forth on the portal there was a reference to my loan. So, I pulled out the VA loan paperwork and there is a place for escrow, and it also states it can be discontinued. So, I have repeated asked for it to be discontinued which Freedom won't do due to having a balance. I have asked Freedom how much more needs to be paid after they cash the {$2600.00} check and they will not answer. First the question is where is the {$2600.00} check. ( What is interesting is that the lady at XXXX XXXX cautioned me that some insurance companies require escrow. I contacted the VA since Freedom employees say the VA requires escrow and VA said they do not require escrow. It is up to the insurance company. Again misinformation. ) Freedom Mortgage is such a difficult company to work with. The answers keep changing depending on who you talk to and customer service tells me it's an escrow question and and escrow says its customer service. And I found out that the portal is handled by a computer, so the portal sees one word and addresses that and misses the intent of the letter. I am at a loss. I have spent many, many hours trying to get documentation correct. If I could afford it I would pay off the loan, but I can not. So I am stuck. I need your help.
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| 04/11/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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-- -In XX/XX/XXXX Freedom Mortgage expected me to begin paying an escrow shortage they suddenly ( XX/XX/XXXX ) determined to be approximately {$2000.00}. I was unaware of this escrow shortage until late XXXX. I then learned they had been sending me letters which I thought were simply monthly statements and mistakenly didn't open them so I didn't see the letters about the shortage.
-- -I had not missed a monthly payment but Freedom began putting all of my payments into my escrow account and then telling me my monthly payment was late and charging me late fees.
-- -Freedom 's letters about the escrow shortage did not clarify where the shortage came from, nor did it detail the escrow payments and balance back to the loan origination ( XX/XX/XXXX to XXXX ) or, at least back to the loan transfer to Freedom in XX/XX/XXXX. There had not been a shortage problem previously other than a once or twice request for an additional amount less than {$100.00} in earlier years.
-- -Through about 8-10 phone conversations with customer service representatives I learned very little pertinent information, but one rep told me the shortage was because I had changed insurance companies twice in a short time ( XXXX ) after having to leave my original homeowner 's insurance due to increased costs. The rep said there were three full payments in a 12-month period ( from XX/XX/XXXX to XX/XX/XXXX ) so they were expecting a large increase in escrow disbursements in XXXX. Of course, this meant that only one insurance payment would go forward but they appeared to treat these amounts as if they would continue ; I haven't quite figured that part out.
-- -The one part of this that I will stipulate is that the two insurance companies I cancelled with sent me refund checks but I did not correlate them with escrow ; only recently have I realized that these amounts should have been returned by me to Freedom ; I just assumed the insurance was sending me leftover funds. I had no notice from Freedom or the insurance companies that I should send the refund checks to Freedom ; or, if they did and I just didn't understand it, that was the beginning of the communication mix-up.
-- -A few times on the phone I asked to speak to a supervisor but was not allowed to by the reps I spoke with. One time the rep asked about my request and came back on the line to say a supervisor would call me within 48 hours. I never received such a call. A later call with a rep called XXXX was the best service I have received from Freedom. She couldn't help me with records but told me that I absolutely have the right to ask to speak with a supervisor and that it should happen right away until I was satisfied with the response.
-- - In short, I disputed the numbers given by Freedom and wanted to run them myself and compare them to my records. The snags I ran into were : the variations in escrow paid in to my account from the monthly payments, missing monthly escrow balances, " Other '' column amounts and fees which I could not decipher, and my payments being labelled " unassigned '' and termed " cash receipts '' instead of payments if they were not the exact amount Freedom expected.
I received a final answer to my requests 2 days ago on XX/XX/XXXX saying that they could not accommodate my explanations line by line for " other '' amounts, escrow balances, etc. On the initial page of the report attached to that letter the heading stated the report covered XX/XX/XXXX through XX/XX/XXXX. But the actual report started in XX/XX/XXXX, not XX/XX/XXXX. And the letter stated the report was from loan origination up to the present. But the loan origination was in XX/XX/XXXX with XXXX, transferring to Freedom in XX/XX/XXXX. So their report ( incomplete from my perspective ) covered XX/XX/XXXX up to the present.
I was still short the records from XX/XX/XXXX back to XXXX and the report they did send did not include the escrow balances throughout, as they stated in the accompanying letter was not possible.
Finally, I asked to have the escrow shortage amount of $ XXXX+ spread out over time because I was still very low income at that point ( I have since begun receiving my state pension ). In working with " XXXX '' the shortage was spread out over 34 months but they would not spread out the original 2-4 months that had already passed. I am still receiving bills stating that $ XXXX+ is needed to cover those 3 or 4 months of escrow shortage, even though most of the amount was, as I understood, being handled by the 34-month distribution over time.
I have not been able to determine the full meaning of Freedom 's records to ascertain if their accounting of escrow balance was correct, and also why they charged me late fees for the monthly payments which they were putting into the escrow shortage.
I'd requested the 60-day time period in order to prepare to talk with Freedom about all of this, but I have determined from all of my contacts with them that this is not possible. Therefore, I am submitting this complaint to the CFPB.
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| 10/13/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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When I initiated my refinance with Freedom Mortgage ( FM ) in XXXX XXXX I received my first loan estimate on XXXX. As of XXXX my refinance still had not closed.
They were on their fifth attempt to close my loan when I received a call on XX/XX/XXXX to schedule my closing date. However, during the call the person said we actually cant schedule you for closing because the rate lock needs to be extended but this should only take a couple of hours to get done. The next call I received was on XX/XX/XXXX. During this call the person repeated the exact same thing I was told on XX/XX/XXXX! I asked them why were they calling me to schedule closing only to once again tell me the rate lock needs to be extended. When I asked if the rate lock was extended on XX/XX/XXXX, as I was originally told, they didnt answer the question but only said the rate lock was being requested immediately. This is the level of pure incompetence I faced during the entire process since it was initiated in early XX/XX/XXXX.
With each failed attempt to close, not only was I then told to continue making my monthly mortgage payment ( at my current higher interest rate ) but then came the repeated requests to update my pay statements, bank statements and approve additional requests to run a credit report. With each new credit check my credit score dropped. It appears there was never any real attempt to complete my refinance because with every failed attempt to close, which was FMs fault every time, they could not provide an explanation for why the errors were occurring. I was only met with promises to get it right the next time and requests for more documents.
Closing attempts : # 1 XX/XX/XXXX I identified and communicated to FM that they listed the incorrect appraisal amount on the closing disclosure which resulted in the new monthly mortgage payment including a charge for private mortgage insurance ( PMI ). If the correct appraisal amount was used there would be no PMI.
# 2 XX/XX/XXXX closing costs were listed as being financed when I told the officer in XX/XX/XXXX that I was bringing cash to close to cover the closing costs.
# 3 XX/XX/XXXX the closing disclosure provided 5 days before closing listed closing cost and cash to close of approx. $ XXXX and $ XXXX, respectively. The closing disclosure brought to closing listed closing costs and cash to close of approx. $ XXXX and $ XXXX, respectively. The new closing costs included a charge for delinquent water fees. After multiple calls to FM, no one could explain why the amounts changed and why there was a charge for water fees when Im already in the property and there was no water bill in their system to support the charge. When I asked why they would be collecting a fee for a water bill on a refinance and when Im already living in the property no one could answer my questions. There was no delinquent amount owed to my water company.
# 4 after giving weeks of advance notice of planned vacation in XXXX and the need to complete closing on XX/XX/XXXX, they scheduled my closing for XX/XX/XXXX. I was then told FM would be ready to close once I returned from vacation.
# 5 FM called on XX/XX/XXXX to schedule my closing but indicated that since I had not returned their calls while I was on vacation that the rate lock would need to be extended. I told them I had communicated to my customer advocate when I would be back in town and why didnt they simply complete the rate lock extension beforehand. Knowing my vacation plans my customer advocate told me the loan would ready for closing once I returned from my vacation. This wasnt the case. Once again, no real explanation provided except that it should only take a few hours to complete the rate lock. My final and last communication with them was on XX/XX/XXXX.
For almost 7 months I was strung along with no real effort being put into my refinance transaction. The only thing FM seems to be concerned about was that I continued to make my mortgage payments, comply with endless requests for documents and continuously checking my credit report which impacted my credit score. After XX/XX/XXXX I stopped accepting calls from FM to schedule my loan for closing. After 5 attempts to close, its shame on me for continuing to believe that they had any intent or were competent enough to complete my refinance. If this was the service they were providing, why would I want to establish a 30 yr. mortgage/ relationship with them. As of the date of this communication, I have yet to receive any communication from FM questioning why I have not responded to them. That right there shows there was no intent or desire to compete my refinance. I have since moved onto another mortgage company that has complete my refinance in 30 days! FM needs to be investigated to determine why they allow things like this to continually happen because if was not an informed customer that reviewed every detail of every document I would have been in transaction with numerous errors and paying more on a mortgage than I should be.
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| 12/22/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Escrow, taxes, or insurance
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Web |
Older American |
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After XXXX, I received a computer generated note from Freedom Mortgage that was dated XX/XX/XXXX, and their written notice regarded increasing my current hazard insurance that would be mandated to include " WIND '' coverage by stating that The insurance we will purchase : They used vague words like " immediately '' but did not specify any date of action, so I called several times and spoke to different customer service representatives and their insurance department as well as the Lender-placed insurance department. I have had the same hazard insurance coverage ( - WIND ) since the inception of my mortgage which was agreed upon years earlier. This same coverage was submitted to them every year and I was never informed of any hazard coverage shortfalls or the specific need to purchase additional " WIND '' coverage until after XXXX XXXX.
Then I received the next notice ( dated XX/XX/XXXX ) on XX/XX/XXXX and reviewed my original mortgage docs, and their written notice stated that we have purchased Lender-placed insurance, along with additional documents.
EVIDENCE OF LENDER-PLACED WIND INSURANCE ( XXXX XXXX XXXX XXXX XXXX ) Amount of insurance : {>= $1,000,000} Annual premium : {$56000.00} + {$2.00} XXXX Provides dwelling/building protection against loss. ( Not land or complete property ) Subject to deductibles ( undefined ) not available from Freedom or XXXX XXXX.
I called the insurance Dept at Freedom, and spoke to XXXX XXXX XXXX # XXXX.
***She stated that can not see when the lender-place policy was purchased but the effective date is XX/XX/XXXX.
**Furthermore, the wind policy is subject to a deductible but that deductible amount is only available after a claim has been filed.
*Finally, the amount of their WIND coverage is 80 % of my current hazard insurance on file, yet only provides coverage for building/dwelling - not the property as a whole.
The XXXX XXXX XXXX XXXX FL website lists the value of our building/dwelling at $ XXXX, but the value of our land is > $ XXXX and the Freedom mortgage is only $ XXXX yet they have taken out an insurance policy with coverage > $ XXXX.
My hazard insurance has remained the same since I applied for and was offered an original mortgage which was sold to Freedom and no additional parameters were stated to me. Only late in XXXX was I notified that additional WIND coverage is now required, in addition to my current hazard and flood insurance coverages which are already in place.
This additional cost is an impossible burden to me, requiring an additional $ XXXX in earned income subject to XXXX which would allow me to spend $ XXXX for this added cost, and I am unable to achieve this additional income annually. I have contacted XXXX different insurance brokers and dozens of insurance companies but am unable to bind coverage specifically for " WIND '' to be added to my existing hazard policy. XXXX agents have written to me that no company will even underwrite homeowner 's policies with " WIND '' in XXXX XXXX. I have discussed this with Freedom Mortgage and offered to payoff the entire loan amount in full within 7 days.
They sent payment of {$56000.00} to XXXX XXXX XXXX ( not XXXX XXXX XXXX XXXX ) on XX/XX/XXXX but retroactively applied an effective date of XX/XX/XXXX. They have added this bill to my existing Escrow account and will not let me payoff my mortgage without paying this additional full amount of $ XXXX.
XXXX - Is it legal in the State of Florida to have a an effective date earlier than the purchase date? Can a company require a homeowner to purchase retroactive insurance coverage when there is a XXXX chance of a claim being filed since that time has passed?
XXXX - Is it legal in the State of Florida to require a homeowner to be Overinsured for building/dwelling? Does an insurance company have the right to set an arbitrary value for such XXXX - Do the above actions represent some type of Insurance fraud???
XXXX - The results of their action without offering me a specified date when this would be charged/paid did not leave me any choices or alternatives.
XXXX - I am forced to payoff the entire mortgage ( with added $ XXXX ) and incur an income tax reportable event by withdrawing the full amount from my IRA to get out from under this. This is an unreasonable mandated over-insurance coverage which has an annual payment more than twice my mortgage payments. My mortgage was $ XXXX per year but would jump to $ XXXX because of this action.
This company has not given me an opportunity to discuss or obtain additional hazard insurance by a specific given date, and has charged me an additional $ XXXX per year which triples my costs to meet their new requirements. They will not release any specific information regarding the " WIND '' insurance purchased or how they determined the amount of insurance or deductibles, but state that these parameters will be disclosed only after a claim is filed. This represents insurance and mortgage fraud, waste, abuse, and misconduct.
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| 03/22/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Freedom Mortgage bought my account from XXXX XXXX XXXX XXXX several months ago and it has been nothing but a debacle since they started servicing the loan. This complaint is specific to how they are setting up bi-weekly auto payments ( not how they keep calling me to refinance even though I've requested no more calls ). Over the last 4 months they have had to reverse and reapply payments 6 times due to their errors and now I can't keep up with what is accurate. A major UDAAP concern because at this point I'm completely lost and so are the agents that I speak with.
Summary of events : XXXX XXXXXXXX - I set up bi-weekly payments. In order to do this I had to pay my loan ahead by one month which I did. I used the system to set up the bi-weekly payments, but it was very confusing because it does not clearly state what they payment amount will be. I called customer service and they informed me that I have to act as if it is a bi-monthly payment and double the amount of what I actually want coming out bi-weekly ( confusing, right? ). For example, I want to pay exactly {$2000.00} every Monday after I get paid ( bi-weekly ). In order to do this, I have to put in the system that I want my payment amount to be {$4000.00}. In a nutshell, I have to put a monthly amount that will be calculated bi-monthly, but taken out bi-weekly. Confusing, but I was fine with it and the agent was actually very helpful.
XXXX XXXX - I noticed that my first 'new ' bi-weekly auto-draft was the same amount as the old monthly auto-draft ( should have been {$2000.00}, but it was {$1900.00} ). I then noticed that there was no difference in the breakdown of how principle, interest or escrow were being applied. I called customer service and they explained to me that the first payment of the month should cover the actual payment and then the second or third payment will be principle only. I asked why the first payment didn't take half of the payment amount, apply the rest to principle and then take the second payment to cover the rest. Obviously, any time there is a third payment it should go to principle only. She informed me that I could set it up this way and that it could save interest, but that they would have to put in a ticket and manually set it up. She said that this would have to be a 'special request ' which I found odd, but didn't question it.
A few days later - I called customer service again because they reversed and replied the payment, but the actual breakdown of what money was applied to principle, interest and escrow was not on the website. I again explained the whole scenario over again and several " tickets '' were put in the system to 'fix ' the issue.
About a week later - I check my account and notice that payment of roughly {$1400.00} was applied to the account ( I have no earthly idea where this {$1400.00} number came from ). It was broken out into {$970.00} for " Payment '' and {$510.00} for " Principle Payment ''. I called customer service once again and immediately asked for a manager. I was informed that no manager was available to speak to me but that they could send me over to the escalation unit. I spoke with " XXXX '' for about 50 minutes explaining the whole scenario once again clearly articulating that I want {$2000.00} drafted from my account on a bi-weekly basis on the Monday after I get paid. At this point, I actually felt pretty good that the issues were going to be resolved. XXXX put in more tickets and seemed to be helpful. XXXX did confirm that the way the initial bi-weekly auto draft was set up incorrectly. We went over the summary multiple times which was the following : - {$2000.00} to be draft bi-weekly - {$970.00} of that payment will go to the monthly payment ( to cover principle, interest & escrow ) - The additional {$1000.00} will go to principle only Lastly, I was informed that I should go ahead and plan on calling in or checking my account on XX/XX/XXXX which should be a principle only payment. The agent was not confident that the system would allocate funds correctly.
Today ( XX/XX/18 ) - I go look at my account and I immediately notice two things.
1. The " Principle Payment '' of {$510.00} was reversed and reapplied as " Payment ''.
2. The next draft amount is only {$1000.00}.
In regards to # 1 above, I am completely lost as to what payments I've made have gone to principle vs. interest. I'm highly confident that Freedom Mortgage might be double dipping interest because they already took out the full monthly interest earlier in the month and now they are taking out more interest ( I'm assuming they are taking more interest since it is " Payment '' instead of " Principle '' being applied and i can't see a breakdown of what amount is being applied to where ).
In regards to # 2 above, I'm fairly confident that Freedom associates are setting up auto bi-weekly payments of {$2000.00} as I have requested. However, their servicing system breaks that in half ( as explained above ).
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| 08/29/2022 |
Yes |
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- Trouble during payment process
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Web |
Older American, Servicemember |
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Complaint for lack of paying property Taxes on property XXXX XXXX XXXX, XXXX XXXX XXXX, tax ID # XXXX, to City of XXXX, XXXX XXXX Wisconsin.
Complaint for failure to calculate the escrow amounts needed monthly. We ended up not having enough saved monthly in escrow account.
XXXX. We, XXXX XXXX XXXX XXXX, want property taxes paid for XXXX entirely, and any penalty interest to be paid by Freedom Mortgage. If Freedom mortgage fails to pay the balance of property taxes, including any penalties or interest, owed by date : XXXX. We want the Escrow Account Disclosure Statement recalculated to include house insurance and the total property taxes of {$3700.00}. We want this change to be in writing by both parties by no later XX/XX/XXXX XXXX. We do not trust Freedom mortgage to pay our property taxes, and insurance per ss1024.35, ss1024.34 ( a ) and ss 1024.34 ( b ).
XXXX. Freedom is to send us the balance in Escrow account to us, by date : XXXX. From this date going forward we XXXX XXXX XXXX XXXX, will pay interest and principal only.
XXXX. Going forward. We, XXXX XXXX XXXX XXXX, to escrow property taxes and home insurance ourselves. We will be responsible for paying this on time ourselves to local municipality. Freedom is responsible to notify City of XXXX, XXXX XXXX, Wisconsin that we will no longer escrow with Freedom mortgage, and that all communication and refunds of overages will be directed to XXXX XXXX XXXX XXXX at XXXX XXXX XXXX, XXXX, Wisconsin, XXXX Statements for Escrow Account disclosure, for XXXX XXXX XXXX have both been calculated wrong which I have disputed but to no avail. The statement does not including the total amount of property taxes owed to XXXX of XXXX, XXXX XXXX, Wisconsin.
Disputed with Freedom mortgage verbally and through messaging on bank website.
We are providing documentation as attachments XXXX. Copy of property tax bill for XXXX.
XXXX. Statement from XXXX of XXXX, XXXX XXXX, Wisconsin, showing payments paid from XXXX to current XXXX, showing property taxes method of payment, two installments, due XX/XX/XXXX XXXX XX/XX/XXXX.
XXXX. Copy of messages sent to Freedom mortgages.
4. List and dates of phone calls to Freedom mortgage, which were taped by Freedom, details of the conversations.
5. Copy of 2 years of escrow Account Disclosure Statement, show the incorrect calculations.
XXXX. Monthly mortgage statement from Freedom Mortgage showing property taxes not paid in XX/XX/XXXX.
Attachments ; Phone list : XX/XX/XXXX, upon receiving the statement from Freedom mortgage, showing the second installment of property taxes {$1900.00} was not paid, I went on the XXXX XXXX website, to see if property taxes were paid. I found they were not paid along with a penalty for XX/XX/XXXX, I called the XXXX XXXX clerks office, to confirm if taxes were paid or not. I wanted to pay the taxes myself as interest was accruing, was advised to contact mortgage company first. Any refunds of over-payments would go back to the mortgage company, not to us directly.
I called Freedom mortgage, XXXX. This was an automated line, and was on this for 15- 20 minutes before I got to a live person in the Escrow dept for Taxes or insurance.
I started talking to XXXX, who did not agree that property taxes were not paid. She insisted they were paid in XXXX. I disputed that Freedom only paid half, and that they must have been late, as there was a penalty/interest owed, plus 2nd installment was not paid.
After being frustrated as she did not appear to listen to my issue, I asked to speak with her supervisor. At which time she put me on hold, and came back few minutes later to tell me everyone was busy, and someone would call me back later in 24 to 48 hours.
I felt I was being dismissed, and that no one will call me back. I felt this was not acceptable, hung up with XXXX as I felt this was loss cause. She did not believe me, and I do not believe she was looking at the property tax bill, she was looking at a computer spreadsheet, showing numbers.
I tried calling back XXXX getting a different person in the Escrow tax dept, and she agreed the taxes were not paid, and they needed to look into this. Instructing me not to pay the taxes, that they would even if there was not enough money in escrow to pay it. I accepted I would hear back 24 hours as to conclusion. Went back to work, as I took off work 1 hour, to connect with Freedom mortgage.
Daily I monitored the bank and the XXXX XXXX website to see if taxes were being paid.
See my copies of messages : Freedom stating they paid the property taxes and were in contact with XXXX XXXX and we were now current.
I went on website, no sign of payment. I called XXXX XXXX, to see if they received payment, assuming website not updated. They had not received payment, nor did anyone contact them from Freedom mortgage.
At this point I felt Freedom mortgage was neglecting their responsibility and were not telling me the truth of the status of resolving this issue.
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| 11/13/2020 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
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On or about XX/XX/2020 I contacted Freedom Mortgage and spoke with Loan Officer XXXX XXXX. He sent me an application to fill out ( online ) and requested I also send him a copy of my last mortgage statement and my home owners insurance disclosure page. I did that. After he had collected that info he informed me that he would now be passing off the file to another individual ( XXXX ) in Processing and that I probably would NOT be hearing from him again and that he was also going to be out of the office until XX/XX/2020 because he was going to XXXX with his wife. XXXX contacted me via email and again asked me for the same two documents that I had already sent to XXXX. I informed XXXX that she should already have that info in the file since I had already sent it to XXXX. She said she would reach out to XXXX for it. I sent her back another email telling her that XXXX would be out of the office until XX/XX/XXXX and in order to expedite things that I would just include the copies of the documents she was requesting along with that email. About 5 days later XXXX emailed me and said that XXXX had not yet responded to her request. I sent her back another email asking her if she had checked her emails because I had sent her an email explaining about XXXX not being in the office and that I had also included the two copies of the documents she was requesting. She wrote me back later in the afternoon that " after sifting through my emails, I found yours '' and then thanked me for the documents. A couple of weeks went by and I had not heard a word from Freedom Mortgage so I emailed XXXX and asked what the status was on my refinance loan. She then informed me that there was a problem with my home owners insurance and that I was " under insured '' and that my current policy would not cover the loan amount of {$480000.00} and that she had reached out to my existing insurance company and had asked for new quotes to cover the loan. {$480000.00}???? My loan amount was for approximately {$140000.00}. I immediately email XXXX back and asked " what the XXXX are you talking about? My loan amount is only for {$140000.00} and I am insured for {$160000.00}. Later on that day she emailed me back stating that after going back through my file she found an " accounting error '' and now that it has been fixed she will send my loan to the underwriters. More time lost. Another week or more had passed and I had not heard anything else about my loan so this time I called XXXX and asked what the status was on my loan. She said " let me take a look into your file. '' She then informed me that the underwriters had issued a conditional approval meaning that I needed to clear up a problem with the name of my insurance company. After I explained that both names were the same company she send a " dispute '' to the underwriters and resubmitted my loan to them. Finally I received a phone call from the underwriters telling me that they were set to close and that I needed to download the closing disclosure statement and sign it and return it. At this time it should be noted that when I first filled out the application I requested that they use XXXX XXXX, Attorneys at Law located in XXXX, So. XXXX. On the closing disclosure statement I did see that I was being charged {$680.00} for their services and it was being included in the total amount to be financed. On the day that the underwriters called me for the closing date they informed me that they were dispatching a Notary to my house for the closing. I informed him that I had already made arrangements for my attorneys office to handle the closing and he said " oh, okay, if you want to do it that way ''. I was told that the closing would take place on Friday, XX/XX/2020 at XXXX XXXX. I called my attorneys office to confirm that an appointment had been made and they had no information about a closing for me. The attorneys office offered to call Freedom Mortgage and find out what was going on and get back to me. Freedom Mortgage then told me that my attorney 's office couldn't do the closing on Fri, XX/XX/2020 but could do it on Monday, XX/XX/2020. I agreed with that. This morning Freedom Mortgage called me and said that they needed to reschedule a new closing date. When I asked why they informed me because I had no closing date in my loan file. I explained to them that XXXX from Freedom Mortgage ( expedited unit ) had told me that the closing had been set for Monday, XX/XX/2020 at XXXX XXXX. I had called the Attorney 's office to confirm that and they had. Now Freedom Mortgage is saying that they have no knowledge of this. I am fed up with Freedom Mortgage. It appears as though the left hand does not know what the right hand is doing. As of today I instructed Freedom Mortgage to withdraw me application for a refinance loan with them due to the fact that they are extremely unprofessional, not efficient at all and seem to have a total lack of communications between departments.
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| 11/09/2022 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Older American, Servicemember |
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In XXXX of XXXX I was exiting Covid Forbearance and was approved by Freedom Mortgage for a VA Refund Modification that would lower my monthly payments by 20 %. I was told to not make a payment while I waited for the loan docs. I never received them though I called several times and was told something different each time. Finally was told the docs were kicked back because they forgot to attach my husband/co loan holders death certificate. He died in XXXX of XXXX. In XXXX, XXXX I received a New Decision Letter stating the same. I again waited for docs that never came and I was given many excuses, reasons but none that were a fault of mine. I called and messaged many times. In XXXX, XXXX I received yet another Decision Letter - this time saying I was INELIGIBLE for the Refund Mod but approved for Partial Claim or Foreclosure hep. The tone at Freedom took a turn but I was told My only recourse was to appeal which I did and the date for them to complete their research started at XX/XX/XXXX, then mid XXXX and finally mid XXXX of XXXX. When I called during these months XXXX person would say my Refund Mod was in the works no problem, another said they were waiting on the appeal decision. Around XX/XX/XXXX I received a packet for A Partial Claim with no refund modification! It showed my payments would go up from approx {$1400.00} to {$1600.00} while the original Refund Mod I had been waiting on lowered my payments to {$1200.00}. The docs were dated XX/XX/XXXX and gave a 2 week window to notarize and return. I messaged and then phoned Freedom. I explained the entire situation to XXXX, teller ID XXXX. She went back and forth and said I was just out of luck and that I couldnt appeal the decision from XXXX contrary to everyone else I spoke with. She also stated that it was the VA who did not approve. In later talks with the VA I found out that was untrue. She kept referring to the Partial Claim as my only solution.
Meanwhile on XX/XX/XXXX a gentleman ( a local notary ) came to my home to deliver a document from Freedom mortgage stating that Loan Modification Documents had been sent and I could contact them to notarize when they are received. I thought it had been resolved! Of course no Refund Loan Modification documents were sent to me.
I then got another letter stating I had neglected to get the Partial Claim papers back in time and I am now removed from loss mitigation. Even if I had decided to accept the Partial Claim the documents were not received until after their due date. And I had no notice these documents would be arriving. I get at this time that their goal was to set me up to fail and then foreclose.
I have continued to contact Freedom to escalate my issue and each time I am promised that my SPOC will contact me. I should note that I found out about halfway through this past year that I really did not have a single point of contact named XXXX as all of the representatives are considered SPOCs.
After my last conversation with XXXX I relaized I was not going to get anywhere with the phone reps. I filed a complaint with the XXXX and I am in contact with the VA. I thought my loan tech at the VA would take more of an advocacy role but he just relayed to me that I was kicked out of loss mitigation because I didnt send back the docs in time for the Partial Claim which I had not approved anyway and received them AFTER the deadline. It amazed me how quickly this process went since receiving that package 3 weeks ago. After all that waiting and communication I was kicked out of loss mitigation within 2 weeks!
All I want are loan documents for the Refund Loan Modification I was approved for twice yet never received the documents. I never approved the Partial Claim alone option. I feel they tried to intimidate me into accepting that. XXXX also stated that if I did get the Refund Mod that the interest rate would be higher than my current one because of the market. She clearly did not understand the rules and guidelines of this VA program.
After I was approved for the Refund Modification over a year ago I planned my forward life with the reduced payment in mind. I did not make a single error the entire time I have been waiting. Out of fear I started making payments a few months ago but now cant even make a payment on the app that is not for the entire forbearance sum.
I need help and advocacy and cant really afford a lawyer. I am a XXXX XXXX XXXX widow. I can afford the payment structure laid out for me back in XX/XX/XXXX and XXXX in XX/XX/XXXX.
I do not know if this is blatant bad faith on Freedoms part but I assure you I have done due diligence all year and have every correspondence to show that. I need a consumer advocate to help me as there does not seem to be assistance coming within Freedom or The VA ( the latter of which I am sure are overburdened. ). On the XXXX site I found similar stories from consumers with loans at Freedom. I do not know if they were ever resolved.
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| 04/21/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
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Web |
Servicemember |
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My Veteran VA home loan from Freedom Mortgage to XXXX XXXX XXXX was refinanced, and I was never late on anything with them, but they wound up being late with everything. They came in and took over the loan in the first place or I wouldn't have ever been with them. At the time I didn't know that I was going to be needing to move or I wouldn't have done it. I really needed the XXXX $ savings every month on my mortgage. I was happy to get it. My credit was very good credit and I was able to get the very best rates available, and I got 2.25 % just to save some on my mortgage. I was considering going with them instead of having my credit dinged and going with someone else, but they wasn't even wanting to help me with anything from the start, and they had poor customer service, when everyone else was ready to help me, like they should've been. And everyone else said they didn't know why Freedom wasn't helping me. They tried to say I needed to do my six veteran payments before they could even help me to get started with anything and I had done that. And, once the process with my VA Loan had started for the VA Refi I had multiple people calling me from there wanting to help me do a VA loan refinance with them then. I've refinanced many times before this with a Veteran VA home loan, and never have I ever had this problem with any other company refinancing a VA loan. I did everything l was supposed to do through the entire process, and what I was told by them to do, and even checked back with them and mentioned that I was double-checking back with them to ensure that everything was running smoothly, and that nothing was going to happen to my credit that I'd worked so hard for and needed to keep, and that nothing was going to happen to that. They rest assured that it was closing and well, and that no more payments were needed to be made anymore after that XX/XX/2020 payment. A month before that in XXXX, they were supposed to have closed, and didn't due to them running late then. I had to go ahead and pay that XXXX payment to them on my credit card unfortunately, and then I checked back in XXXX with them, and the lady in customer service said all was well, it was closing, like it was supposed to be, and no need to worry or make anymore payments. The loan processor XXXX XXXX XXXX XXXX XXXX Loan was there for the entire process, and she also talked with Freedom Mortgage and asked them could they please make sure to expedite things to please not be late on anything, as well as myself. With my being a RetiredXXXX veteran, it was requested for it to be expedited and we didn't want or need this to be late again and mess up my credit or delay anything with the closing. It needed to close, as we were told it would on time, and it should have. We were told it would be expedited ahead. ( One lady in customer service afterwards said they were having Covid-19 delays, that everyone was refinancing ).
Now a few months later and I'm looking at my three credit reports after a alert froXXXX XXXX email alerts I was alerted to a score decrease of XXXX points for being late. Unbelievable! Everything was disputed on all three credit reports, and the information was sent about it. Freedom Mortgage doesn't want to own up to anything and fix the error showing 30+ days late on all three of credit reports and add the points back to the credit score from that. My credit has went from very good credit to getting the best rates, to good credit not getting the best now. This needs to be fixed asap. Now I'm needing to get into another permanent place to live and my credit needs to be fixed back.. This has ruined my great credit that I had, and I'm someone who has always paid on time and ahead for everything. I've worked hard for many years for my credit to be like it is. I've never seen companies operate such as they do today. No work ethnic, no responsibility, total negligence. It's not acceptable. Now I'm in a temporary place, and now asap in month or two I'll be needing my credit fixed even more so for the best VA home loan rates now that are available for me. I will also be getting legal assistance for further help in getting this resolved asap for all these late payments that's showing up on the credit reports and the score decrease that's happened with all of it that isn't right. It all needs to be fixed. asap. You can give XXXX XXXX the loan processor for XXXX XXXX XXXX, for that VA refinancing a call if you need to. She also has a copy of things that was sent to her about this, and she's aware of it all. She's tried to help me with it, but she also wasn't able to get anyone to help her with this either. No one wanted to admit they were wrong or tried to help in anyway and all they wanted to do was read from their paperwork, that is wrong. Her number is XXXX It will help to give her a call. She did it and is aware of it and all the details. She's aware of this and will talk with you about it
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| 08/23/2022 |
Yes |
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- Trouble during payment process
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Web |
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We have challenged a fraudulent foreclosure brought against us by Freedom Mortgage in XXXX and now that the terms of mediation are complete and signed, the lender has failed to comply with terms- even at behest of their own attorneys. Now- since XXXX they have started putting our on- time, full amount payments into a holding account and saying we are late or non-paying, and charging many fees not agreed to in loan modification documents they signed. This is how they first began the underserved foreclosure before in XXXX, at which time they place over {$7000.00} of our monthly payments in a holding account and attempted to foreclosure on us.
We have not recovered this money - and now theyve taken over {$3000.00} since XXXX, and are also trying to charge us for fake home inspections, as well as late payment fees.
While they removed the foreclosure status in our credit reports by order of the court, they have still failed to remove the over 180 days late stays of our payments- which would include the time ordered by the judge that we not pay until mediation was finished. This includes the times where they put payments we made into unapplied funds accounts and barred us from paying through their website and sent payments back to us. We made every effort to pay and have proof of everything. In all, it has taken us over 5 years ( due to their continual loosing paperwork, taking months to provide us with a location and amount to pay for three trial payments, and just general dragging feet for the total of over five years during which we were unable to earn equity by our payments, nor make any needed improvements to the home, built in XXXX, and with many original features.
My daughter and myself are current owners of the home and both suffer from lupus. I am XXXX and on social security. I am also diagnosed as terminal with XXXX XXXX and XXXX XXXX XXXX, and am completelXXXX XXXX - a fact known to their attorneys because I had been unable to attend mediation meetings, but my daughter ( who is on the loan ) attended everything.
Meanwhile, our family also came down with XXXX last year, including my daughters new spouse and her XXXX children. She was at the time XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
This just a few of the hardships we have suffered while being forced by the circumstances to live in a too small home with inadequate infrastructure that has been constantly in need of repair.
But due to the credit remarks- and now a recent report of a late payment in XXXX, when we have proof of on time payment, we cant buy another home or even refinance to get rid of this company. We have, as of XX/XX/XXXX, opened a complaint against Freedom mortgage with our bank ( XXXX XXXX ) because of false reporting and claims of not receiving payments. They are tacking on erroneous fees such as late charges and inspection charges. Even their lawyer keeps saying that these things are supposed to be fixed, and that fees would be removed and we would be made completely current and in good standing. Their lawyer has stated since XX/XX/XXXX that these things, including all late and missed payments reported since XXXX would be removed. Still, as of XX/XX/XXXX, these promises have not been met. In fact, it keeps getting worse.
They have not only completely messed up our credit, but according to XXXX, they have completely deleted our mortgage account. Their lawyer says this will be fixed, but has not been.
We have filed disputes through the credit bureaus and provided proof of everything and nothing gets resolved. The credit bureaus seem to take Freedom Mortgages word and dispite proof provided in disputes, nothing is fixed.
Here is a bullet point of what needs to be resolved asap : -Fix the late and missed payments from BEFORE and after the modification. This has been promised and not done and would literally fix the bulk of this. No excuses. There should be NO LATE Payments on our credit. Period. They even returned payments I tried to make to them in this " negotiation '' period. They refused a {$7000.00} payment I tried to make even before the foreclosure. They sent payments back to us and the judge ordered us not to pay after they filed foreclosure against us. The timeline and paper trail from all these years is provable.
-Return our payment to the modification agreed amount of {$1100.00}. NOT {$1400.00} plus and NOT the new amount of {$1200.00} that they claim is because of escrow adjustments ( see my previous responses to this lie ).
-remove erroneous fees like false late charges and inspection feesWe want this in writing from them when they follow through on these promises.
They MUST report to XXXX our account current ; in good standing. XXXX themselves told me that Freedom Mortgage deleted the account and stopped reporting.
These things must happen now, no more excuses.
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| 07/12/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Problem with personal statement of dispute
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Web |
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XX/XX/XXXX Dear representative of the Consumer Financial Protection Bureau, I am submitting a complaint on Freedom Mortgage, my current mortgage company.
I am a single mother of XXXX XXXX who has dealt with extraordinary difficulties over the last decade. Despite these, I have worked incredibly hard to keep my financial world solid and stable. I have continuously held a good to excellent credit score and no late payments, etc.
I have my own personal system for managing my finances and paying my bills which includes ALWAYS opting for hard copies and mailed hard copies of all financial documents and billing statements.
This past year I filed my XXXX taxes early, and paid off and paid down debts to position myself for a home refinance or HELOC, etc.
At the end of XXXX my father passed away unexpectedly leaving me solely responsible as successor trustee for the clearing, cleaning and sale of the family home, a huge storage unit, final arrangements, all of his personal and business accounts, etc.
Throughout this same time, a family member with a substance abuse/addiction has been living with us to gain stability and enter a treatment program. Of course, that is all in addition to continuing working and taking care of my kids and household.
In the month of XXXX ( XX/XX/XXXX at XXXX XXXX, to be exact ) I decided to check my Freedom Mortgage phone app for a convenient look at my account. Unbeknownst to me, this action automatically changed my billing statement preference to Paperless. The change was made late enough in the month of XXXX that I still received a statement in the mail for the month of XXXX, XXXX. The first electronic paperless statement was generated in XXXX for the month of XXXX. During this time I had also begun the application process for a home refinance.
Due to my hectic life and without a hard copy mailed billing statement for the month of XXXX ( my regular, tangible reminder ), I paid my XXXX mortgage late. I honestly thought I had sent the payment. I sent the payment as soon as I realized the lapse, along with the next payment for the month of XXXX.
I have attached the correspondence with Freedom Mortgage, including my first message and their response and my second message. I do not have a response to my second message, yet. The larger portion of this effort was made in the recorded phone calls to Freedom Mortgage. I do not have those but FM should if requested to produce them. I only have copies of messages from their online message center.
In the first message I was trying to figure out how I had possibly missed the payment and requested Freedom Mortgage to remove the late payment mark from my account and credit reporting. At that time I did not know my billing statement preference had been changed to Paperless. In my phone call, they said if I could show my preferences had been changed by Freedom Mortgage, and not by me, they would be able to justify removing/redacting the late report to the credit union ( paraphrase ).
My second message to Freedom Mortgage is after I had learned that the Paperless option for my account had been changed via the Freedom Mortgage phone app in XXXX. This was after placing no less than XXXX phone calls to Freedom Mortgage on Monday, XXXX, and speaking with several customer service representatives and their supervisors. I pushed for them to review their electronic records to find out exactly where/when/how my preference had been changed to Paperless.
I have attached photos of the screen shots of the FM phone app and print outs of the same screen shots with notes.
Upon opening the phone app, the first screen that comes up is the default for the Paperless option. It has the XXXX XXXX already set for the Paperless option but it appears that XXXX is supposed to actively select the Enroll Now button to the right to make the change.
It also states very clearly below that ... To enable/disable the paperless option, go to Statements. Any changes made will be visible ( they misspell it as visible ) within the next 24 hours. This leads you to believe that for any change to preferences, one would have to go to the Statements area of their account to change to paperless.
The reality is, the app changes your preference to Paperless without your actively choosing. It changes your preference setting when you leave the app page.
THIS IS Freedom Mortgage changing my preferences, not me!
It is easy to see how deceptive this is making it incredibly easy for consumers to end up with late fees or worse. Freedom Mortgage has no phone app or otherwise, giving the customer the benefit of the doubt.
I am extremely concerned this event will ruin my ability for a refinance. This is obviously time sensitive, even more so now with interest rates climbing. I now have to consider what damages I may incur from this if not corrected immediately. It may already be too late.
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| 09/22/2017 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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During the months of XXXX, XXXX and XXXX XXXX I received several pre-approved notifications from Freedom Mortgage guaranteeing me a cash out refinance loan on my current home in amounts up to {$170000.00}. On XXXX XXXX, XXXX I contacted Freedom Mortgage to inquire about the process and qualifications necessary to receive a refinance loan. I spoke with Loan Officer XXXX XXXX ( NLMS ) XXXX. I informed XXXX XXXX that I had received correspondence from them stating that I had been pre-approved for a refinance loan and was guaranteed approval as long as my financial situation had remained the same since XXXX, which it had. I agreed to apply for the loan ( {$25000.00} ) over the phone with XXXX XXXX. I spent approximately one hour on the phone with XXXX XXXX providing him with very detailed information regarding my property, my financial status, my personal information including my SS # and agreeing to a " Hard '' credit check immediately. During our conversation, XXXX XXXX stated that everything looked fine in terms of me being approved for the loan. He stated that he would call me back the following day to follow-up on some minor details. I also informed him that I would be contacting him to provide him with my current home loan rate and the balance owed on my home being that I did not have it available during our conversation. XXXX XXXX sent me a very courteous email after our conversation ended with his phone number asking me to call him if I had any further questions. On XXXX XXXX, XXXX, I called XXXX XXXX but was unable to reach him. I spoke with the operator who attempted to locate him but was unable to do so. I spent the following week and a half attempting to reach XXXX XXXX to provide him with additional information but was unable to speak with him. He was either unavailable or the operator informed me he would return my call. He never did. The operator attempted to get someone else to assist me but that proved unsuccessful. I was told numerous times they could not locate my application. On XXXX XXXX, XXXX, I received standard notification from Freedom Mortgage providing me with my credit scores from all three major credit agencies. This notification did not indicate whether I was approved, denied or did not provide a current status on my loan request. On XXXX XXXX, XXXX, I received notification from Freedom Mortgage via USPS that my refinance loan request had been denied. This was a major surprise being that : 1 ) XXXX XXXX had not received all of my information needed to fully complete my application, such as my current home loan rate, 2 ) my financial status had not change since XXXX which would have all but guaranteed me the loan as stated in the correspondence I received from Freedom Mortgage, and most importantly 3 ) I had absolutely no communication with XXXX XXXX or anyone at Freedom Mortgage from the date I initially applied for the refinance loan ( XXXX XXXX ) until I received the denial letter ( XXXX XXXX, XXXX ). This is even after many attempts I made to communicate with them. On XXXX XXXX, XXXX, I received a text message from XXXX XXXX ( I understand the VP at Freedom Mortgage ) checking on my loan experience. As of XXXX/XXXX/XXXX, I have made several attempts to reach XXXX XXXX, but am getting other staff at Freedom Mortgage stating that he is either out of the office or busy and they will ask him to return my call. No response yet. I called XXXX XXXX on XXXX/XXXX/XXXX using the phone # he left in his text message to me and somehow reached an employee in the Arizona 's Freedom Mortgage office named XXXX. She was unsure how the call got transferred to her office. She proceeded to assist me with my issue, but she too could not locate my application and suggested I call the NJ office back. On XXXX XXXX, XXXX, I received a call from XXXX XXXX ( I understand a manager at Freedom Mortgage ) asking me to call him to discuss my situation. I have since made several calls to XXXX XXXX ' office and left messages but as of XXXX/XXXX/XXXX have not received a response. In XXXX XXXX ' voice mail message to me he also stated that he could not locate my application. As of this writing, I still have no resolution to my concerns, have not been able to speak with anyone at Freedom Mortgage regarding the way my entire application process was handled or not handled and a clear reason as to why my application was denied being that I was all but assured it would be approved at the time I applied and that my financial situation had not change from XXXX - XXXX, again, all but assuring me that my application approval was guaranteed. The sheer lack of communication after the initial application intake is totally unacceptable and unprofessional. I ask that this matter be addressed as soon as possible by Freedom Mortgage or I will not hesitate to pursue further actions to remedy this totally unacceptable treatment.
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| 06/10/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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Summary Our mortgagee, Freedom Mortgage ( FM ), declared that the wind insurance coverage on our apartment had expired. FM purchased wind insurance on our apartment for which we will be charged until we renew our wind insurance. I provided evidence to FM that our wind insurance had never expired. However, FM has refused to acknowledge that our wind insurance coverage had not changed since our mortgage was originated a decade earlier and will charge us for lender-placed insurance coverage that FM has not demonstrated is needed.
Three lengthy telephone calls to FM haven't resulted in FM working with us to resolve this problem. This despite that during the past decade, we have never been late on a single mortgage payment, we have never allowed our insurance coverage to lapse, and we have always paid our property taxes.
If FM considers our wind coverage to be deficient, why didn't FM notify us about this deficiency years ago? It's unfair of FM to suddenly claim that our wind coverage is deficient yet to provide no opportunity for us to buy the wind coverage that FM claims that we need before FM purchases lender-placed insurance.
How can FM buy wind insurance on XXXX XXXX XXXX that is effective on XXXX XXXX XXXX, a date in the past? There have been no hurricane losses between XXXX XXXX XXXX and XXXX XXXX XXXX. FM has not provided any evidence that our wind coverage became deficient on XXXX XXXX XXXX, so we should not have to pay for lender-placed wind coverage from that date.
Despite FM not providing any written requirement for optional hurricane coverage in Hawaii, we agreed to add hurricane coverage to our HO6 policy effective on its renewal date, XXXX XXXX XXXX
Details In late XX/XX/XXXX, I received a letter from FM dated XXXX XXXX XXXX in which FM declared that the wind insurance coverage on our apartment had expired and had not been renewed. FM wrote that it had purchased wind insurance on our apartment and that FM would charge us for this insurance until we renewed our wind insurance coverage.
After received that letter, I called our XXXX insurance agent, XXXX, to verify that our XXXX policy had wind coverage. Our XXXX agent confirmed to FM in a telephone call that our XXXX has always had wind coverage. FM told us that it considers hurricane and wind coverage to be the same. Our agent explained that in Hawaii, wind and hurricane coverage are not the same with hurricane coverage being optional. No XXXX agent has ever suggested that we purchase optional hurricane coverage. No wind losses as a result of a named hurricane have occurred in XXXX since the XXXX 's. FM told us hurricane coverage is required for Hawaii properties and that we had 45 days to add it. We added hurricane coverage effective on XXXX XXXX, less than 45 days after we were told we must have it. I sent the updated declarations page to FM.
In mid-May, I received a 2nd warning letter from FM dated XXXX XXXX. On XXXX XXXX, I called FM to ask whether they had received my updated declarations page showing hurricane coverage as of XXXX XXXX. FM confirmed that they had received it but that my insurance had been deficient since XXXX XXXX XXXX, so I would be liable to pay for FM-purchased wind insurance as of XXXX XXXX XXXX. FM could not tell me why on XXXX XXXX XXXX our wind coverage had become deficient and guessed that our condo master policy must have excluded betterments and improvements coverage as of that date.
On XXXX XXXX, I wrote to our XXXX XXXX 's insurance agent, XXXX XXXX, to ask about the condo master policy. She confirmed that the master policy had always covered hurricane damage " as-built '' but never covered betterments and improvements. The only change to the master policy on XXXX XXXX XXXX was an increase in the water damage deductible from $ XXXX to $ XXXX. She advised us not to accept being charged for wind or hurricane coverage.
By this point, I had given up being able to work with FM and decided to file a complaint with the Consumer Financial Protection Bureau. On XXXX XXXX, I called FM to request in writing the reason why lender-placed wind insurance was purchased for our apartment effective XXXX XX/XX/XXXX. FM could or would not provide anything in writing.
On XXXX XXXX XXXX, I paid our annual premium for XXXX coverage including optional hurricane coverage for the first time.
On XXXX XXXX, I filed a complaint against FM with the Consumer Financial Protection Bureau. Attached is a document that includes the 3 FM letters that we received XXXX declarations pages for previous and current insurance condo master policy insurance certificates from before and after XXXX XX/XX/XXXX with hurricane coverage and deductibles highlighted message from our condo master policy agent XXXX annual premium invoice for renewal on XXXX XX/XX/XXXX receipt for the XXXX XX/XX/XXXX payment of our XXXX annual premium
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| 09/15/2023 |
Yes |
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- Struggling to pay mortgage
- Foreclosure
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Web |
Servicemember |
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In XXXX 2022 I applied for a suspension ( which my definition and freedoms are very different ) on my mortgage from Freedom Mortgage due to health disqualifications per a federal agency.Which was just a phone call and nothing more I also received a letter in XXXX stating that I suddenly had to have {$450.00} in my escrow, ( has always been {$250.00} per VA mortgage until now ) this letter was sent when I had {$900.00} in my account, but freedom removed {$500.00}. This is a prime example of freedom 's mentality. I never received a check, and I paid all payments and taxes myself up to this point. I called back in XXXX for more time because I was near the end of SSXXXXI process I was granted to the end of the year Note this is TWICE freedom has agreed to the situation. I did send updates as far as my status..I received at least 4 notices that everything was acceptable and I needed to do nothing more. I also received a letter stating that I qualified for between 5-7 Covid -19 grants, ( don't remember exact number ) but didn't qualify for anything VA, go figure.I think it's because VA watches too closely, I mean it is a VA loan after all. I never saw anything from the grants. Freedom did everything based on COVID'19, I never said/used this term.I finally in XXXX I was approved, and let freedom know right away. I received a letter pretty quickly to start paying {$1000.00} starting in XXXX, continuing through XXXX I did just that. Then come XXXX, I contacted my property appraisers office to learn freedom had not yet filed my XXXX status change ( remember, they knew in XXXX ) so I filed myself.Which according to all involved is supposed to reduce my property taxes, and I have not seen this. This is also according to property appraisers office, something is not right and warrants an investigation, this is attached to the situation. this is when everything got bad for me. They had tried to get me to sign a notary paper, on the side walk I guess, which is attached.You 'll see 2x-3x paying things. Freedom cancelled this, can be verified by notary company.Nobody seemed real interested in getting it done anyway.But stated I cancelled it?? Me? how?. This is freedom also, it is always the customer not the company, not the employees. Don't exactly understand what they do except send contradictive letters and give wrong information on the phone, and also no inter-company communication You can call 5 times in a week, and you will get 5 different answers..I think it is intentional, so customer never really knows whats going on.Why else run a company so poorly. In other words one says Im paying the other treats situation as if I never paid ( i.e if you want to start paying, call this number and of coarse shes not available never calls back ). Then the payment refusal started. I tried to set up a payment for XXXX and there was no way to do so.Just the XXXX XXXX or XXXX XXXX options, knowing since XXXX I only have SSXXXXI.Why is the XXXX, XXXX, XXXX not with standing? I agreed on nothing else, show me in writing and my signature if they say different. To date they still refuse to acknowledge my XXXX status.Freedom likes to decide in their favor for veterans, They will say " what you wanted is all done, here it is '' but yet I never even talked to anyone.Freedom is all about lining their pockets at any cost to veterans, IM just speaking from my life.Freedom is unrealistic, very anti-veteran, and very anti-XXXX. They will not acknowledge or modify for me, its was stated in writing The only modification to line their pockets, the attached notary as example.. I have done everything they asked except sign papers that actually a lot were false documents when presented because XXXX was not considered.Also obviously because I will not XXXX XXXXXXXXI dont appreciate freedom telling false reports to VA XXXX anyone else that I cant pay. or will not pay, they refused payment from XXXXI am sharing with the VA as well as the media.Freedom IS NOT taking my house because they refuse payments.Freedom agreed to everything, IM not going to punished or penalized because some jerk came into power or just doesn't like i will not be ripped off. Worst of all, I have never had a company send stalkers, I have video but cant get it to cooperate.3 different occasions, firs in XXXX he actually took pics through my window, second came day after hurricane and stood and looked in window, third was XXXX XXXX, XXXX XXXXonly one with seance-she stayed off the property but still filmed through my windowsXXXX and XXXX XXXX. The XXXX one actually stood at my window taking pics through it it. Now Im very uncomfortable, always looking out the windows thinking I see someone.I do have other documents but cant upload them So this will be a 2 part to 3 part complaint.Remember also Freedom refusing any payments. This situation is a great way to treat anyone
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| 09/03/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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Web |
Older American, Servicemember |
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My mortgage was sold from XXXX XXXX to Freedom Mortgage on XX/XX/2020.
On or about XX/XX/2020 I received a phone call from Freedom Mortgage ( FM ) asking if I wanted to refinance my mortgage at a lower rate. I agreed to do the REFI. Mid XXXX I received a monthly bill for the payment of XXXX 'S mortgage payment. During my prior conversation with the REFI individual, XXXX XXXX, I was told that I wouldn't have to pay XXXX 's payment and possibly XXXX 's either. I again questioned XXXX concerning the XXXX payment. There were multiple calls and emails at this time about the delay 's in getting the REFI done and when we would close. The closing of the REFI was excessively delayed. I ended up paying both XXXX and XXXX 's payments. The XXXX payment was also sent in on time.
# # # Here in lies the problem. AT NO TIME WAS I EVER GIVEN A BILL FOR XXXX. I NEVER RECEIVED ANY COMMUNICATION FROM FM OF A PAYMENT DUE NOR DELINQUENT FOR XXXX! Because the XXXX auto withdrawl was always on the second of the month, I initially assumed it was taken out of my checking. When I received my checking statement in XXXX ( for XXXX ), I found out the auto payment wasn't taken out. Since I had heard NOTHING from FM, I then assumed XXXX had used my Escrow monies to make the payment ( I learned later that this was illegal ). I requested a statement from XXXX which subsequently showed the XXXX payment as being PAID.
During this whole absolute disaster of a deal, there was miss information, unnecessary delays and in some cases outright lies. It has been 6 months for a simple REFI. I have spoken to over 20 individuals, spent hundreds of hours on the phone ( mostly on hold ) trying to get answers.
On XXXX or XXXX XXXX I mailed in the XXXX payment. The very next day, XXXX XXXX, I received a phone call from FM Scheduling Dept informing me that the closing would take place on I believe it was on or about XXXX XXXX. I mentioned that I had just mailed in my XXXX payment " yesterday. '' I was asked by the FREEDOM MORTGAGE scheduler if I could " stop payment on the check. '' I responded that I could and went to the bank on the next day and did so. The closing was then changed to XXXX XXXX. After reviewing the closing documents, I discovered an " apparent ' error and said I needed to speak to someone about the numbers. I was told there's no one I could speak with directly ( again a huge problem with the way FM does business ) to get an explanation..
# # # In speaking to a FM manager ( XXXX XXXX ) in XXXX, I sent in bank statements, cancelled checks and XXXX XXXX statements. Both he and I were at a loss to figure out why the numbers were wrong on the closing statement. Mr XXXX later found out that Freedom Mortgage, WITHOUT INFORMING ME, was taking each payment and applying it to the PRIOR month. When I stopped payment on what I thought was the XXXX payment due to the impending closing ( and as directed to do so by a FM scheduler ), it was construed by FM that I was stopping payment on the XXXX payment.
AS A RESULT, THEY FILED A NON PAYMENT WITH THE CREDIT BUREAU, I LOST 50 POINTS ON MY CREDIT RATING AND WAS SUBSEQUENTLY PREVENTED FROM REFINANCING WITH ANY OTHER COMPANY.. This transpired because of Freedom Mortgage 's total lack of communication, the inability of consumers to get accurate information, incredibly excessive phone hold times, new personnel who evidently have a lack of knowledge of procedures and a total lack of coping with purchasing thousands of new mortgages and not having the personnel to deal with customer service .In my numerous conversations with FM personnel, I was never informed about where my payments were credited and that I was behind one month in payments.I sent in bank statements, cancelled checks and XXXX XXXX information.
Throughout this entire 6 month process, I did what I was told to do by Freedom Mortgage. In my 50+ years of home ownership I have NEVER missed a mortgage payment nor been treated so horribly. During this frustrating process I mentioned that I could get a much lower rate ( 2.5 % ) than the FM rate of 3.25 %. Freedom Mortgage, who already has my mortgage, has NO incentive to fix this problem that THEY created. If they mess up my credit report by filing a non payment, it would make it impossible for me to get a mortgage from any other bank.
# # # Finally, The negative credit report was due to Freedom Mortgage 's failure to notify me of a payment due for XXXX thus producing incorrect closing numbers, late payments ( reverted to prior months ), and hundreds of wasted hours on the phone, the inability for me to acquire a better rate, and {$1500.00} lost in lower interest payments for he delays in closing.
The transfer of mortgages is protected by Federal Law for just such situations. Banks taking advantage of consumers. I feel this is exactly what transpired here. ....
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| 02/10/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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I had two loans with JG Wentworth Home Lending ( JGW ), both of which the servicing was transferred to Freedom Mortgage ( Freedom Mortgage purchased JGW 's loan portfolio ). Loan # 1 refers to the loan I have on a rental property. Loan # 2 refers to the loan I have on my personal residence. The issue I am having is in respect only to loan # 2, which I closed a refinance on in XX/XX/XXXX.
I would like to preface this by saying my credit scores were in the upper 700s and I have never had a late payment on any of my accounts.
I received a letter from JGW on dated XX/XX/XXXX advising the servicing of my loan ( loan # 1 ) would be transferred on XX/XX/XXXX and that any payments after that date are to be made to Freedom Mortgage ( letter attached ). Since this letter only referred to loan # 1 ( and since I never received a servicing transfer letter for loan # 2 ), I contacted JGW on XX/XX/XXXX and inquired if I was to make payments for loan # 2 also to Freedom Mortgage. I was instructed by the Customer Service Representative ( CSR ) at JGW to make my payments for loan # 2 also to Freedom Mortgage. I made the payment in the amount of {$310000.00} to Freedom Mortgage as instructed on XX/XX/XXXX XXXX proof of payment attached ).
In late XXXX I received a letter from JGW dated XX/XX/XXXX advising me they had not received my payment for XX/XX/XXXX XXXX letter attached ). I contacted JGW on XX/XX/XXXX to inquire about why I received the letter and the CSR said it was in error, I didnt owe anything to JGW, and that I needed to call Freedom Mortgage to make sure the payment I made on XX/XX/XXXX was properly credited. I called Freedom Mortgage and they said the first payment that was due was for XX/XX/XXXX and that the payment I sent on XX/XX/XXXX was credited to that due date. I called JGW back to try and resolve ; I was willing and able to make the past due payment at that time, but I was told not to send a payment as they had no place to apply it. I told them I was concerned this payment would be classified late and would hit my credit report as I had not made the payment to either JGW or Freedom. I was told by the CSR that it would not hit my credit report ( and no late fees ) since this payment was captured under the provisions of RESPA. He told me to wait until things settled down in XXXX and the transition was complete ; I could then make my payment to Freedom Mortgage.
On XX/XX/XXXX or thereabouts, I received a notice from XXXX XXXX that my credit score dropped 110 points as JGW reported my XX/XX/XXXX payment as XXXX days late. I immediately contacted JGW and spoke with a CSR ( XXXX ). She advised I contact Freedom Mortgage because I couldnt make the payment to JGW as there was no loan to apply it to. I also tried to make the payment on the JGW website, but that feature was no longer available. XXXX also confirm my discussions with JGW on both XX/XX/XXXX and XX/XX/XXXX in which I was told to pay Freedom Mortgage. She didnt know why JGW reported me to the credit bureaus since I was supposed to be covered under RESPA.
On XX/XX/XXXX I followed up with a phone call to JGW ( spoke with XXXX ) and I explained my situation. She advised I send my supporting documentation to XXXX, which I did. She also advised I open a dispute with the credit bureaus, which I did. She didnt know why JGW reported me to the credit bureaus since I was supposed to be covered under RESPA. I followed up with CSRs XXXX and XXXX and again explained my situation. Although empathetic, they said there was nothing they could do and that I needed to wait until I heard back from XXXX. However, both said JGW shouldnt have a problem removing the erroneous entry from my credit reports since it was clear from the notes in my file that JGW instructed me to pay my XX/XX/XXXX payment to Freedom Mortgage.
On XX/XX/XXXX I received an email from XXXX ( attached ) that my inquiry was reviewed and denied. No explanation, just that it was denied. I contact JGW again and spoke with XXXX, and then her supervisor, XXXX ( I think that was her name ). I explained my situation ( again ) in detail, but was told that the review was completed and denied and that there was nothing they could do. I was not permitted to receive any feedback or explain my situation to the individual who investigated my claim.
This appears to be just a big misunderstanding because I had two loans with JGW which transferred at different times ( one on XX/XX/XXXX and one on XX/XX/XXXX XXXX, and I was given incorrect information by no less than two JGW CSRs. I never asked for my loans to be transferred to a new servicer and now my credit has been severely compromised as JG Wentworth will not take responsibility for the errors made on their part. I tried to resolve this issue amicably, but JGW gave me no other alternative than to file this complaint.
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| 10/11/2019 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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On XX/XX/XXXX, I contacted my current mortgage servicer, Freedom Mortgage ( FM ) to see about an equity loan. In XXXX, FM contacted me repeatedly to do an equity loan. They told me in XXXX that my debt-to-income ratio was too high and I would need my husband on the loan. I vowed to change mortgage companies as soon as I could. However, FM contacted me earlier this year again about doing an equity loan. My husband and I had been actively looking for a way to consolidate our debt, so we canceled our XXXX XXXX application and went with FM.
I have at least {$50000.00} of equity in my home. I have owned my home since XXXX, I have had no delinquent payment history on my credit report in 13 years. I was denied the loan based on " not having consistent income in XXXX and XXXX ; '' despite the fact that I could show that I did, in fact, have consistent income.
My husband and I applied jointly. Prior to pulling a hard credit inquiry and starting the application, I told XXXX XXXX with Freedom Mortgage that I have been a solo practicing attorney since XXXX and that I also work for my husband 's XXXX ( XXXX ) since XXXX. I specifically stated that I make less through the XXXX. My husband also has been working for the same XXXX XXXX since XXXX. XXXX told me that he would only use my income from the XXXX, and if he needed me to provide information on my income as an XXXX, he would let me know. It all sounded promising, so my husband and I invested in making small improvements to guarantee that our house would appraise at the amount which we needed.
My XXXX score was XXXX, my husband 's was XXXX. We provided our tax returns from XXXX and XXXX. We also provided pay stubs for XXXX. On XX/XX/XXXX, XXXX told me that I could not be on the loan for the home because I could not show consistent income in XXXX and XXXX as I do not have w-2s for the XXXX XXXX since I am a sole XXXX. I asked why I could not provide balance sheets and business account statements. I was even willing to provide redacted copies of retainer agreements.
XXXX told me none of what I offered would be sufficient, that it HAD to be W2s. I later followed up and provided w-2s from the other jobs I have held in XXXX. I also was looking for W2s from XXXX. As I stated to XXXX, since I am a solo XXXX ( which means feast or famine ), I maintain various contracts as appointed counsel along with e-discovery positions. I also offered to provide the full tax returns with corresponding schedules so that he could see our income along with the deductions we were able to claim. XXXX told me that the information that I was offering still was not enough, that only w2s will show consistent income. He stated that my husband would have to be on the loan alone ... then stated to me that my husband would have had to been on the deed for 12 months prior to the application. XXXX knew full well that I purchased my home before I met my husband and that he would not be on the deed.
My claims : Income discrimination : XXXXFreedom Mortgage would only accept W2s knowing that I am mainly a solo practicing attorney, and, as such, I would not have W2s for my solo practice. We told Freedom Mortgage that I was a solo XXXX from the beginning. Upon providing my pay stubs from the XXXX, my husband let XXXX know that I am XXXX versus a full-time permanent employee and that, because the XXXX just started being in the black as of this year that is why my payment history isn't beyond XXXX. After providing tax returns and pay stubs, I offered to provide further information to prove my income for XXXX and XXXX and XXXX/Freedom Mortgage would not work with me. I understand that with FHA loans there is no minimum income amount and the history only need be for the previous 12 months. Last year, it was " your income is not sufficient, you need your husband on the loan. '' This year it's " you can not prove consistent income. '' So, last year, my income was consistent. But this year it is not?
Racial discrimination : I believe race has a part to play in this because it is well-known that minorities are given more difficulty in trying to obtain loans. Here, Freedom Mortgage has no good reason to deny me from being on the loan of the home which I have maintained with no delinquent payments for the past 6 years. I am simply trying to do the same thing that many other homeowners do - utilize the equity in my home to get a handle on debt. I am left no choice but to believe these issues that FM is ONCE AGAIN taking me through is based on race.
I have also just found that my monthly payment has arbitrarily increased by {$20.00}. It is ironic that it happened right after I notified FM of my intent to file consumer complaints and I have not received any prior notification of any issues with escrow or tax increase.
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| 07/14/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
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Shortly after the start of the pandemic, approximately XXXX of XXXX, I started having difficulty making my loan payments to Freedom Mortgage. During this time, I approximately XXXX of XXXX, I applied for all the programs that was being offered to see what I was eligible for, and was approved for a lower rate, and payment. The default amount was supposed to have been moved to the back of the loan or XXXX XXXX which I was supposed to payoff upon sale of my home or future refinance. Contrary to me changing my name nearly a year prior, when they sent the docs for me to notatize, XXXX failed to appropriately update my name in all areas of their system resulting in me not being able to get the docs notarized, and I had to wait for new docs. During this time I was both directly and indirectly impacted with Covid and XXXX XXXX XXXX XXXX XXXX lost time from work from XXXX until XX/XX/XXXX, yet I was still in constant contact with my mortgage servicing inquiring into when I would received docs, and each call was provided with different conflicting information, was even told do not make any payments until I received new docs, attempted to make payments online on Freedom Mortgages website and was blocked from doing so, had to schedule payments from my bank bill pay in order to continue to make payments, this went on for what seem like a year later I finally get the docs, each call was told something different, docs will be there end of this month/that month etc for months, then without warning or any notice or communication ( email, phone, call ) the documents arrived when I was out of town at a funeral. Upon return, I immediately reached out to Freedom Mortgage to provide update, that I received documents, and to accept the offer for the to schedule a notorary to come to my home the property. The notary unfortunately did not show up and did not call. I reached out to the mortgage company again to inform them of the incident. Once again Freedom Mortgage admitted ; that just as they had failed to update my legal name change, they also miscommunicated and did not follow procedure resulting in the notary failure to not show for appointment. On that call they explained the process of requesting a notary, could take upto a week, this was not communicated upon initially scheduling a notary to come out. They stated that according to notary request guidelines for their company, it was not even possible for a notary to come out with that short of a notice, although the company represenative that scheduled the appointment stated that I would receive a call and the notary would be here that Monday, that no one showed up. Due to the holiday and guidelines I was not able to get the documents notarized until Monday XX/XX/XXXX, that same day I returned the documents. I requested an extension to return documents at least 2 or more times, between receipt of documents, and awaiting a notary. I was assured I had nothing to worry about, and after getting documents notarized to return them as soon as possible, which I did the same day they were notarized. During this same period around the holidays, I received 4-duplicate letters from them same day dated XX/XX/XXXX, and received sometime during the week after of XX/XX/XXXX. The letter demand full payment of full default amount by XX/XX/XXXX, threaten foreclosure, acrual of fees, interest, court action, etc. In addition to this whole ordeal on more than one occasion Freedom Mortgage has also breached my protections under the agreement, by negatively reporting my loan as delinquent to the credit reporting agencies on at least 2-different occasions, sending an apology letter/update on correction as a result, just to turn around and report it in error again. I reached out to Freedom after review today thinking that the letter was likely sent in error, since I had returned docs notarized and was assured that I had not concerns. Upon calling I in to Freedom to confirm the letter simply was an overlap in them receiving notarized documents and that I had no concerns. I was told the exact opposite. I was told I had been kicked out of the program, had to reapply, and had no protections in place. My loan was indeed in default, apparently as of upon the date of the letter. My original docs my interest rate would have been 2.75 %, I was told if I reapplied for same program it would be 5.25 % which is more than my current rate. I feel as if I was mislead, was left under false pretenses, I feel as if this is an attempt for Freedom Mortgage take advantage of opportunity, capitalize on on the situation, and subsequently resulting me losing my home when I did everything I was supposed to do. This has caused mental distress, I am depressed can't sleep which is why I am up now XXXX am worried about my home.
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| 12/06/2017 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I was issued a verbal approval which I had questioned the approval and was advised the approval was real, the underwriters only verified my monetary statements which I knew I had understated incomes.
I had clearly stated my wife 's income as well as mine, in fact had understated my wife 's. After denial she claimed never stated XXXX, again recorded by mortgage comp.
Originator claimed had a manager reviewing information and after waiting she stated it was approved! I spoke with 3 levels of her superiors, non were ever consulted, again, recorded.
In the original interview I told originator I had NO SAVINGS for reserves. She said none were needed because this program all fees could be rolled into mortgage.She later used reserves as a reason for denial, again this is all on the recording!
It is clear that to have gotten approval she had to have falsified the application.
She had asked of my wife 's part time job, I explained she had been looking to return to a full time job but had n't been able to find one sine her previous employer closed their XXXX. I was very clear she had only worked at this XXXX for only one year, to have gotten approval she must have falsified application, this program required 2 years if part time employment.
I was told I had an approval and when I questioned was reassured I had an approval. I asked if it was firm enough that I could start contacting my creditors and was assured yes. I was approved. we even discussed which items specifically were to be included since the total debt would have exceeded the LTV allowed. I was also promised a 30 day close and she tried to determine when to do it.
While waiting I did take what moneys I had and paid heavily on my loans that were not included. I called the others and advised of pending pay offs. When she called with confirmation of the agreed values and was finalizing paperwork to email and fax, I stated thank XXXX this is working out because of my pending XXXX and this will all be completed prior, she put me on hold and after a few minutes came back and said approval had been rescinded. I thought she meant the last loan amount so of course I said go back to last highest amount.She said no as of now ALL are denied, She stated it was because f my wife 's time of part time employment and my lack of reserves. I had stated earlier in this letter all that information was in the starting areas of the application. I complained to superiors and even legal dept, they stated they listened to 4.5 hours of recordings and verified my statements but was unwilling to A ) Honor loan, B ) pay the losses they caused me. They stated they have reprimanded the originator and put her into further training.
I reported her to Pa dept of Banking and she stated unwilling to rectify but when questioned was unwilling to dispute the accusations.
I had stated she claims to have listened to all 4.5 hours of communications however misstated names involved, she was unaware I had all the names. Please ask that XXXX XXXX NOT be involved .This has caused me to be in such a dire financial situation that I am forced to consider Bankruptcy. The phone rings off the hook from creditors, I am so depressed and tired of giving excuses I find myself ignoring calls. Please help me the damages she has caused me besides forcing me to destroy a credit rating I had fought so hard to build. the XXXX that escalates almost hourly. I need help! the amount I had promised were {$31000.00}. The verbal contract they agreed to IS on these recording they have refused too give as well as the applications they had agreed to supply and then changed their mind.
I called the head of the legal department ( XXXX XXXX ) He referred me to XXXX XXXX who reviewed a transcript of the recordings stated that the recordings do not show an approval. The only way that could be not there is if the documents had been omitted!
I am seeking the amount that would have been in my refinancing ( more than fair considering the damage they did to my credit rating and the distress of they caused from collection calls from XXXX XXXX to XXXX XXXX, no less than 20 a day.
If refusal to a reasonable cash settlement I want a copy of the phone recordings to prove what happened, I also want a copy of the transcripts to prove they were altered. I also want a copy of ALL applications that were completed with my approvals and a copy of the loan documents XXXX was getting ready to fax.
Involved parties in communications : Originator : XXXX XXXX XXXX Supervisors XXXX XXXX, XXXX XXXX, XXXX XXXX and XXXX XXXX Customer service rep that told me she was legal department XXXX XXXX ( I ask she not be involved as I suspect she was responsible to transcript doctoring ) Legal department head XXXX XXXX and he refered to XXXX XXXX
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| 07/22/2020 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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My husband and I have made double-digit attempts to communicate with Freedom about the issues we've had for months, attempting to refinance our mortgage, as Freedom contacted us to do so.
To start from the beginning, my husband lost his job pretty promptly when the pandemic started, in early XX/XX/2020. As soon as this happened, we knew we needed to be concerned about affording our mortgage, and options were not yet available to defer our payments through government-backed COVID relief. My husband called and was thankfully able to get us into a forbearance program.
Knowing that our debt would accrue to the extent that we would not be able to pay several months of mortgage in a single month, we still paid our XXXX payment in the first week of XXXX. We were on forbearance already, so it was late, but we weren't penalized, so we thought.
After entering into forbearance, XXXX XXXX contacted my husband to sell us a refinance. The terms we were given were that we could refinance without a full application, we'd just have to pay closing costs to be added into the new loan, and we'd save hundreds of dollars/month on our payments - which we really needed with everything going on - despite the downstream financial costs of refinancing now ( yes, we considered them though they were unspoken ).
The condition XXXX gave us to applying for refinance was that we had to come off of forbearance and stay current on our mortgage. We were also in the middle of getting a roof claim approved and paid for by our insurance, which she said would not impact the refinance. To meet the condition that we needed to come off of forbearance, I had to pay a second mortgage payment in XXXX, as well as XXXX 's payment shortly thereafter. To do so on XXXX income, as my husband was unable to obtain unemployment from the state ( another ordeal entirely ), I had to pull funds from my retirement savings.
As of the end of XXXX of XX/XX/2020, we had applied for refinance, we were awaiting payment from our insurance company to have our roof replaced, and we were current on our mortgage. A few weeks passed, and we hadn't received any information from XXXX on the refinance timeline. The pandemic worsened and my husband still wasn't working, so we called XXXX to find out if we needed to make further plans for affording our XXXX mortgage payments.
XXXX did not answer, nor did she return the numerous emails sent to her. It wasn't until we received a call from our refinance application processor, XXXX XXXX, that we heard from XXXX that our application was with the title company. The title company told us that the roof work meant that we had a lien on our home which would prevent our application from getting completed, contrary to what XXXX said. Also, once our roof work was completed and the lien was removed, the title company spelled my name wrong which delayed our application even further.
Weeks of waiting passed, when we received an email, not a call, that our refinance application was submitted for denial. My husband called XXXX and was told that we were denied because of the late payment in XXXX. XXXX has provided us with the phone numbers of several managers and supervisors to call, but not a single one has returned any of our phone calls. I myself have called and left a number of unanswered voicemails.
It is now over 4 months into this pandemic and refinance process. Two additional mortgage payments have been made on time, at a time when each mortgage payment is a cost to another financial obligation for our family.
WE NEED RESOLVE.
Yes, all the financial decisions leading us to this point were voluntary, but they were made on the basis of false information provided to us by the Freedom refinance sales team. My moral disagreements with the way business was performed are as follows : 1. This entire process is a sales bait and switch tactic - which is illegal, not just unethical.
2. The timing of everything has made the ethics of this even more questionable - yet not a single a
ccommodation has been provided from Freedom.
3. Freedom has only ever been easy to reach in this process when we were sold something that provided financial gain for the business.
4. It was bad enough that the sales team could not return messages, but employees who are in leadership positions should be held to higher standards to be accountable for shoddy work of their teams and to escalate consumer issues of which they are apprised.
5. I've spoken with a number of customer care representatives, and not one has had the ability to warm transfer me to a live supervisor or manager. Having worked in several less regulated or critical areas of customer service, I can say from experience that this is a HUGE FAIL to consumers on any given day.
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| 05/11/2021 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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In XX/XX/2020 I started in a forbearance with XXXX XXXX due to the Covid pandemic. I contacted them in XX/XX/2020 to let the know I was ready to start resuming payments again and to see what my options were, and they informed me that before they consider any mitigation options I would need to show I could make my payments again, and they set me up with a 3 month payment plan for XXXX, XXXX, and XXXX.
Around mid XXXX I tried contacting XXXX again and they informed me that Freedom Mortgage had bought my loan and I needed to contact them. After exhausted efforts I reached the correct departure at Freedom Mortgage and spoke with someone about my options going forward out of this forbearance. I was then informed that I have no options but a loan modification and that they are backed up and it may take some time. I mentioned the other options the VA had counselled me on that I was more interested in that would have better served me, but they were dead set on my only option was their loan mod or pay the whole balance, and if I wasnt pleased with that they would be more that happy to just start the foreclose process. Thats not the answer I was hoping for so I asked if they needed anything from me as far as documents or anything, and they said, no just to complete the 3 month trial payments the XXXX set me up with then contact them after the last payment. I thought it was odd that they didnt or wouldnt offer me any other options with my VA loan especially since they arent wanting any documentation from me either.
I contacted Freedom Mortgage after my last trial payment, and they said they would get a package together and sent it to their underwriting department. This was XX/XX/XXXX. I have been making payments for three months already now since XXXX and I missed 6 interest payments before that. Freedom would not send me anything that had to do with the loan mod to sign so that I knew what was going on until XXXX when my first payment was due in XXXX. I called them almost every week to check on it so that I could make sure to maintain payments, but they kept insisting on me to wait until I get the loan mod papers and sign them and turn them in until I make another payment that way I know how much they were.
One I got then documents in the mail to get signed and notarized I realized that from XX/XX/2020 my mortgage had went from owing {$240000.00} to owing {$250000.00}. I contacted Freedom to have them explain such the huge variation. The only answer that the representative would give me was that there are lot of cost involved with housing applications, now Ive bought quite a few homes and Im not an ignorant person, so an answer like that didnt go very well with me so I started to lose faith in this company at that point. I contacted a local private financial counselling firm to go over my mortgage documents with me along with the CARES ACT and other pertinent Instructions that have to do with these fraudulent business practices in my opinion.
What the outcome of our results look like from the beginning of the forbearance the outstanding balance would have been {$240000.00}, and when I informed them Im ready to start making payments again and starting apply funds towards my account the balance should have only been {$250000.00}, but somehow my loan mod is for the amount of {$250000.00} remember Ive been making payments for 3 months now and had funds in escrow also, and this is where things got really Interesting and sketchy from the mortgage companies stand point. We started going through everything now with a fine toothed comb and magnifying glass and found all kinds of fraudulent things even as far as {$500.00} incentive fees, why in the world am I paying an incentive fee when the law specified states no fees and in all technicality before my actual loan mod even started in the CARES ACT, and thats when VA and government backed loans werent supposed to be charged fees and extras for who knows what. This company has done nothing but steal money from me and lie to me since day one. If they would have let me try other mitigating options I believe that something else would have suited me better, also instead of them dragging their feet and possibly intentionally adding 2 extra months of extra uncalled for payments in XXXX and XXXX onto my new mortgage due to their lack of motivation and/or willingness to care about their customers even if they are veterans, but then again that wouldnt change the practices of the actual company or the training of their employees. Im sure there are some things that Im forgetting in this complaint, but there was just so many things I couldnt remember them all or wrote them all down. Documentation will be downloaded with this complaint to further justify validly.
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| 03/21/2022 |
Yes |
- Mortgage
- Other type of mortgage
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- Struggling to pay mortgage
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Web |
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Freedom Mortgage agreed to a loan modification program in XX/XX/XXXX.
In XX/XX/XXXX, I called and asked why I not received paperwork. They said it was already sent and they would resend. Paperwork was resent XX/XX/XXXX.
I paid a third party notary to notarize the paperwork and returned it to them, XXXX Tracking # XXXX and it was delivered XX/XX/XXXX.
I continued to receive daily automated calls from them. I spoke with a representative on XX/XX/XXXX who confirmed that the paperwork was received and that I did not to take any further action, despite them repeatedly sending me duplicate paperwork. I was also advised to disregard the automated calls as they were due to my loan being behind, and that Freedom would have an agent reach out if there was an issue with my paperwork. I explained that I work in a warehouse and can not answer my phone during the day and that agents need to leave me a voicemail if I can not answer in time, and that I can't make it outside to answer their calls before they stop ringing most of the time. It's a large metal building and causes a cell phone dead zone. I was also told at this time that if I made payments as per the terms of the loan modification it would be honored, as it was dated to go into effect XX/XX/XXXX.
I continued to receive automated calls that did not leave messages. I called Freedom again XX/XX/XXXX. The agent told me I had not sent my paperwork back. I told her I had and that one of their agents had confirmed this for me already, as did the tracking. She looked into the matter further and said that I had to resend it because the 'notary seal was not clear enough '. I asked why no one had advised me of this and she said they were very busy. I again explained my phone situation and that XXXX needed to be left. She said that their notary would reach out to me to schedule. I asked why a state approved notary seal that I paid {$80.00} for was not sufficient and she assured me that their notary would do it for free and gave me their number. She also said they would reach out to me to schedule an in home visit. I do not want strangers in my home due to Covid concerns but I am now desperate to have this done so I agreed.
I called Freedom 's recommended/partner notary and did not receive a call back. I called them and left several messages. I spoke with Freedom again XX/XX/XXXX and explained this to the representative. I was also very frustrated as I could not make an online payment on XX/XX/XXXX unless I paid my full balance due, which is financially impossible for me. They allowed me to make a payment via phone and assured me that their notary would reach out to me by today, XX/XX/XXXX.
I have been notified by my credit monitoring that Freedom has reported my account as delinquent as of XX/XX/XXXX despite me having returned the NOTARIZED paperwork to them and doing everything I can to work with them on this. I am now convinced that they are going to let my issue fall to the wayside as they did before when I requested a refinance. I feel like they are either targeting my husband and I due to our financial struggles caused by having XXXX twice, losing our jobs, and both being in car wrecks. We have communicated openly and done everything we can to honor our end of all agreements and Freedom has done nothing but make this process impossible.
I also am starting to question why we run into these issues with Freedom. Our original loan was 'sold ' to them so our initial application did not go through them. I noted that the ball was dropped both time after our ID 's are requested/reviewed. I appear Caucasian but my husband appears XXXX. Is it because of this? Or because we're behind like millions of other Americans during this pandemic? I don't understand why this process is so incredibly difficult and I am not sleeping as I am terrified we will lose our home and Freedom does not seem to care in the slightest. If Freedom will not honor the notarized documents sent to them, why would they offer a loan modification at all?
I have two more notarized copies of the documents they sent and offered to send those but again they are forcing me to wait on their notary who WILL NOT contact me as promised. At this point it feels like they'd rather foreclose than cooperate with us.
I do not have corresponding dates but the third party notary sent representatives to my home, completely unannounced more than once after I had returned my paperwork and before they informed me that it was not sufficient. The representative from the third party arrived maskless and with no identification other than a printout. This makes me feel like they're both obviously getting a kickback on this partnership which would explain why my notarized documents aren't sufficient.
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| 09/23/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
- Delays in the application process
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Web |
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Re : Freedom Mortgage - Loan Servicing Issue, PMI cancellation On XXXX, I submitted a request through Freedom Mortgage 's online platform to cancel PMI from my mortgage in order to save money on my mortgage costs. My financial advisor recommended I take this step as he had recently completed this request and stated it was easy to complete and it is likely I would qualify based on current market trends.
On XX/XX/XXXX, I received a response that my mortgage payments were in good standing, I was nearing 2-year seasoning as of XX/XX/XXXX and to expect a Brokers Pricing Opinion form in the mail. The next week, I received a letter dated XX/XX/XXXX that my request was denied due to a high XXXX and not achieving 2-year seasoning.
Over XXXX and XXXX I tried to obtain clarification on the process for cancelling PMI by emailing, calling and sending a letter to the po box . I received different information each time I contacted Freedom Mortgage. At times I was told XX/XX/XXXX was my 2-year seasoning date at other times it was stated that 2-years was not achieved until XX/XX/XXXX which is when the first mortgage payment was posted ( I closed on my house on XX/XX/XXXX ). Then I was told by a team leader that Freedom Mortgage 's system was inflexible and they were not allowed to send out a XXXX until XX/XX/XXXX. I was told to call them back on this date. I did call in on XX/XX/XXXX and spoke with 6 different people and no one was able to send out a form with no real explanation as to why. I was told to submit my request through the online platform ( which always takes 10 days to process ). I finally escalated a request to receive a form for the 3rd time and a team leader emailed the form.
I immediately sent in the form and noticed the payment of {$100.00} was cashed on XX/XX/XXXX to process the XXXX. I called to inquire what to expect next and the customer service rep stated that while she saw a check was cashed, the XXXX form seemed to be missing and requested that I resend the form through the online platform and she would put a work order through so they would be expecting the form.
On XX/XX/XXXX, I received a letter through the online platform from Freedom Mortgage titled Goodbye. The letter stated that as of XX/XX/XXXX my mortgage would now be serviced through XXXX XXXX XXXX. This is the 4th mortgage service provider in 2 years. Since this letter was received there now seems to be a sense of urgency to complete the PMI cancellation request with a broker calling me several times in one day to schedule an appointment.
Based on my experience with Freedom Mortgage along with the recent XXXX XXXX fine issued by CFPB for offering kickbacks and incentives to real estate agents and brokers to work for the benefit of Freedom Mortgage, I do not feel confident this organization is working in my best interest. In their sudden sense of urgency to fulfill this commitment, I expect the report to come back that I do not qualify for PMI cancellation and for Freedom Mortgage to maintain my {$100.00} payment. I have submitted a request today through the online platform to cancel my request for PMI cancellation and apply the {$100.00} to my principal amount.
While {$100.00} is not a major financial loss, it is a significant loss to me as a consumer, because I will need to restart the process with XXXX XXXX XXXX and pay additional fees for what seems to be a routine request.
Based on reading numerous complaints on XXXX, XXXX, XXXX XXXX, and XXXX XXXX it is discouraging to read so many complaints that involve the consumer realizing savings from a transaction or request. Consumers that are trying to refinance, complete loan assumptions or PMI cancellation requests seem to get stuck in an administrative loop that takes months to resolve through escalations and complaint requests and the reward for struggling through Freedom Mortgage 's administrative incompetency is to then have your Mortgage sold off in a bundle. This administrative loop benefits Freedom Mortgage at the expense of consumers.
Consumers deserve better! Once they choose a mortgage lender, they are then at the mercy of an industry that buys and sells mortgages frequently without any consumer choice in the process. I believe a 10-15 day notice of selling your mortgage to a new provider is insufficient, especially if you have outstanding requests with the provider.
I spend over 20 years teaching employees how to provide customer service, consultative selling skills and leadership development. Throughout this process I have asked myself where has service gone in the United States? It often seems that corporations are more interested in hustling consumers out of their money rather than helping them save money.
Thank you for reading.
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| 03/25/2021 |
Yes |
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- Trouble during payment process
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Web |
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On or about XX/XX/XXXX, I received a letter from the processing center at XXXX XXXX XXXX, notifying me that my Flood Policy had been cancelled due to non-sufficient funds or stop payment.
I contacted FREEDOM MORTGAGE on XX/XX/XXXX, and was connected to the Insurance Department at FREEDOM MORTGAGE. That department person contacted XXXX XXXX XXXX and the two discussed/reviewed the following facts with me on the call : 1. FREEDOM MORTGAGE submitted a payment to XXXX XXXX SERVICES on XX/XX/XXXX.
XXXX. XXXX XXXX XXXX failed to cash the check payment for more than 90 days.
XXXX. Per XXXX XXXX, the check that FREEDOM MORTGAGE submitted on XX/XX/XXXX was returned for XXXX Funds on XX/XX/XXXX.
XXXX. FREEDOM MORTGAGE stated that it was not a Non-sufficient funds it was a stopped payment of the check- and she provided the check number to the XXXX Agent, adding that FREEDOM MORTGAGE has CHECK CASHING POLICY of 90-days.
In addition, it was noted by all parties on the call that : XXXX. XXXX XXXX XXXX failed to notify the PolicyHolder AND FREEDOM MORTGAGE of the CANCELLATION of the Policy until XX/XX/XXXX XXXX 9 months later ).
2. Per the conversation it was agreed that FREEDOM MORTGAGE had the ability to overnight a check to XXXX XXXX XXXX. XXXX XXXX stated that they needed to do further research. I was told that XXXX XXXX XXXX would contact either FREEDOM MORTGAGE Or me if additional information was necessary.
On XX/XX/XXXX, I received a call from FREEDOM MORTGAGE following up to see if the issue was resolved with XXXX XXXX XXXX. I informed FREEDOM MORTGAGE that no contact had been made. FREEDOM MORTGAGE advised me to continue attempting contact.
On XX/XX/XXXX FREEDOM MORTGAGE sent me a letter requesting PROOF OF INSURANCE and advising that their records indicated FLOOD INSURANCE POLICY was expired. I contacted FREEDOM MORTGAGE in an attempt to follow up and was unable to reach the Insurance Department and instead had to re-inform a new person with FREEDOM MORTGAGE XXXX as he read the notes on the account ), however, he was unable to assist and was unable to contact the other member of his team.
Upon review of the ANNUAL TAX AND INTEREST STATEMENT from FREEDOM MORTGAGE, there have always been sufficient funds in the ESCROW account to cover all taxes and Insurance policies for the mortgage of the property.
I made several attempts to reach XXXX XXXX XXXX on XX/XX/XXXX, XX/XX/XXXX and XXXX, with no success.
Negligence by both Freedom Mortgage and XXXX XXXX XXXX and their disregard to take corrective action to a situation they have both created, leave me no other option. I have tried to communicate to no avail. This is an unnecessary hardship during very difficult and challenging times. I have spent hours going through cumbersome answering programs telling my story over and over.
On XX/XX/XXXX, after multiple attempts to reach customer service at Freedom Mortgage, I was provided a link to upload proof of a new Flood Insurance Policy. On the XXXX, when I did not see my account updated, I called Freedom Mortgage again. The customer service rep was not looking at the correct account ( I have 2 ) and when I brought that to her attention she laughed and said " ohhhh, that's probably what happened ''.
I asked that payment be sent overnight.
The next day on XX/XX/XXXX, I reviewed my escrow account to find an additional charge for a Flood Insurance Policy that Freedom Mortgage applied to my account without my knowledge or approval.
I have called Freedom mortgage daily and have been unable to speak to anyone. Its either a dropped call or just a cycle of menus.
Today XX/XX/XXXX I finally got through to another live person who told me that the charge is to cover the previous year XXXX. She stated that because I did not have coverage, Freedom Mortgage needed to apply it for me. I asked to speak to a Supervisor and there is NEVER one that is available. The customer service staff will do anything to keep you from speaking to anyone else. They always ask you to remain on the line while they look over your account. The customer service rep said that I can call XXXX. She said she submitted a request for a review on my account and someone should contact me by XX/XX/XXXX. In the meantime, my escrow balance is negative {$340.00}. Freedom Mortgage failed to notify me when they stopped payment on the Flood Insurance check. They did nothing to alert me knowing that Flood Insurance is a requirement on my mortgage. Now that I have provided them with proof they want to go back and charge me for coverage I did not have. I have tried to reason with them and they say nothing, however, they have no problem tacking on charges and applying predatory lending type penalties.
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| 07/20/2020 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
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I received the title of XXXX XXXX XXXX XXXXXXXX veteran XXXX XXXX. I contacted freedom mortgage about my mortgage amount and sent in documentation and uploaded it to my account for the tax department. I requested my mortgage be updated and the tax removed as I now dont pay property taxes as per the State of Va. I forwarded them all the required requested documents and a month later heard nothing. I recalled and asked what the status was and they said its being updated. Another month goes by and I called them asking about what the status was and they said I was missing paperwork. I resent the same documents and now its beginning XXXX and I call again. They said it was in process still.
Towards the end of XXXX I got very frustrated with how they were conducting business and decided to refinance my loan with another company. I found another company to refinance with and I was advised freedom mortgage was handling the documentation and transfer of loan. I advised Freedom mortgage to make sure that when they were conjuring the documents to include the fact that I do not pay property taxes and do not send a notary to my house with documentation for the new prospective mortgage company stating that I pay property taxes.
I paid my mortgage up until XXXX as requested by freedom mortgage as per the refinance terms. The terms were I would pay up to XXXX I wouldnt pay XXXX because I was in refinance and signing my loan papers via notary in XXXX. and XXXX I would pay My adjusted mortgage minus property with my with my new lender.
XX/XX/XXXX XXXX and The notary arrived at my house with the paperwork to sign for a refinance for my new lender from freedom mortgage she was sent. I reviewed every piece of documentation before signing it and I noticed that my new mortgage was including property taxes. I advised her that the paperwork is messed up because I dont pay property taxes and called freedom mortgage refinance department immediately. After waiting on the phone for two hours and 45 minutes I got a hold of someone and she advised me that she would fix the paperwork and that they would reach back out to me to re-sign them soon.
No one from freedom mortgage reached out to me and it was XX/XX/XXXX when I called them back asking about what was going on with the status of my new loan paperwork an appointment with the notary to sign. I was advised that the terms were being fixed and the documentation was still in transit but they were wondering why I didnt pay XXXX. They advised me in order to get my refinance fixed I would have to pay XXXX after they stated to me I wouldnt have to pay. They advised me that my last loan terms expired and that now I have to pay XXXX, when no one reached out to me about anything changing or about if they dont have the proper paperwork what would happen.
So Im still waiting for my new paperwork for my new loan terms with my perspective lender And freedom mortgage is now telling me I need to pay for XXXX when we when Im within the last week of XXXX for my mortgage after advising me I didnt have to pay for it. But then telling me on the phone that I didnt have to pay for it because of the term of the loan before but now that expired. I explain to the guy that the reason for the terms of the loan is expiring was our fault of freedom mortgage because they have had my property tax information and status changed since XXXX backdated to XXXX and they have not fixed it. So the reason why I didnt carry over to my new lender was because of their fault. So now Im here with 10 days left in XXXX Payment after telling me I didnt have to pay and now I dont know what my XXXX payment would be if it would be with my perspective lender or the current one who still charges me the original amount and continues to take property Taxes from me.
Im basically being forced to pay a mortgage that is incorrect for a month that they told me I didnt have to pay it after months of requesting an update in my mortgage that never happened hence forth the reason as to why Im moving to a new lender. And the documentation for that got messed up because of the fact that freedom mortgage has not done what they needed to do.
How is it that freedom mortgage Cant continue to charge me my mortgage amount based off of taxes when I dont pay property taxes. Then mess up my loan terms for my perspective lender and then tell me I Re owe money that they told me I didnt know. Yet the reason that loan expired was at their fault to begin with.
Today is XX/XX/XXXX and I was told via telephone that someone would call me yet I still dont know the stipulations of my current loan with my mortgage lender my perspective loan or what amount is what since I have been charged incorrectly
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| 11/08/2023 |
Yes |
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- Struggling to pay mortgage
- Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
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Web |
Servicemember |
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FYI : This is not a duplicate of the company response. In this complaint have included factual evidence from several phone calls and emails.
I have reviewed your reply to my original complaint. However, I realized that it has not been reviewed correctly in its entirety. I did call to inform Freedom Mortgage that my payments were too high due to taxes and insurance being added to my monthly payment. However, my main complaint was not about my property taxes. There are many other important items that you have inadvertently omitted. Items such as my property insurance ( self-paid ), the VA Partial Claim , and more importantly the fact that I was informed by XXXX XXXX ( agent # XXXX ) and XXXX XXXX ( XXXX XXXX XXXX ) that the package received on or around XX/XX/XXXX was no good, to disregard that and that a new loan modification package was going to be sent soon. Consequently, my main complaint is about the way Freedom Mortgage has managed my loan and more specifically the loan forbearance process. Below is a summary of my complaint for you to please address them : XXXX XXXX on XX/XX/XXXX to disregard the official modification agreement, that a new package was going to be sent to reflect corrected numbers. According to XXXX XXXX this package was never intended to be sent. ( XXXX XXXX, XXXX, XXXX and XXXX ) although I was constantly told otherwise since XX/XX/XXXX. See attached XXXX XXXX. Why did Freedom Mortgage not send me the new and updated loan modification package/documents as promised?
If it was not the intention to send me the updated loan modification package, why was I not told immediately. Bear in mind that Id called to request such package on a monthly basis since XX/XX/XXXX. On every call leading to the time, I was placed in foreclosure I was told to wait, that the team was working on it. Why after your company failed to provide the new updated package and I was placed in foreclosure the VA Partial Claim ( PC ) was not taken into consideration for the new loan modification. See attached response my VA loan technician received from Freedom Mortgage confirming that the program was still available to me.
You did not address the fact that due to your companys negligence by not providing the updated loan modification package I lost my job.
Every call I made to FM to find out about the new modification I was told that all documents were received. See attached XXXX XXXX. On XX/XX/XXXX XXXX XXXX ( XXXX ), XX/XX/XXXX XXXX XXXX ( # XXXX ), XX/XX/XXXX XXXX XXXX ( # XXXX ), XX/XX/XXXX, XXXX XXXX ( XXXX ), XX/XX/XXXX XXXX XXXX ( XXXX ), confirmed that all requested documents were received. However, when I called a day or two later, I was often told that something was missing. For the most part the same items were requested again and again, to include form 4506C that I completed with the help of XXXX XXXX ( XXXX # XXXX ) on XX/XX/XXXX, while he was on the phone with me guiding me on how to complete it. This form was sent on at least 8 different occasions via FM online portal and/or via email to XXXX as instructed by XXXX XXXX. This nuisance was finally stopped when I copied my VA Loan Technician XXXX XXXX on the email sent to FM on XX/XX/XXXX with the newly requested items. Furthermore, you have mistakenly omitted several months of continued communication between me and the company you are representing here. As I stated in my original complaint, I proactively called Freedom mortgage at least once a month between XXXX and XXXX of XXXX, before my account was referred to foreclosure at the end of XXXX to find out about the status of the new updated documents. On every single call I was told that the documents were being updated and that they would be sent out once the team had them completed. Not once prior to XXXX, I was told not to wait for the new documents because they were not going to be updated and consequently sent. If I had been told then that no new package was going to be sent, you and I would not be here spending time talking about this matter. I would have resumed my payments, not lost my Federal cleared job, and more importantly not being stressed about the constant potential of losing my home.
Although your account of what really transpired last year between XX/XX/XXXX and now is quite different from the actual facts one thing is certain, the phone conversation logs, recordings, and emails will bring to light what actually took place, and the truth will prevail. In addition to the bullet points above, I request for your office to provide copies of all payments sent on my behalf for property insurance , county taxes, and any other related expenses.
Thank you for your time and your amicable solution to this matter.
XXXX XXXX and XXXX XXXX
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| 10/30/2019 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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As of XX/XX/XXXX, I have been trying to work with my mortgage company on extending my deferment. I gave them my military extension ( amended ) orders and requested to extend my deferment in a timely manner. Ive also provided them a copy of the California Assembly Bill No. 2521 of which amends Section 800 of the Military and Veterans code. It doesnt require to get any JAG Court Order whatsoever. Ive told them numerous times that this new amendment also covers 180 days within a 365-day period. All I am asking them is to please extend my deferent for six more months not the entire duration of my current XXXX XXXX.
Now, I am here filing a complaint. On XX/XX/XXXX, what Section of the California Military and Veterans code did Freedom Mortgage Corporation referenced from? Do they have knowledge about The California Assembly Bill No. 2521? Ive also attached that assembly bill so please read its entirety. It amended Section 800 of the Military and Veterans code which changed the requirement to obtain a court order in order to extend a deferment for more than six months. All I need is a written request for a deferment to include an electronic communication, copy of my XXXX or XXXX order and any other information that substantiates the duration of my military service. In addition, the total period of the deferment shall not exceed 180 days within a 365-day period. I have been on XXXX XXXX for XXXX years without a break in service. I am also waiting for another military extension ( amended ) orders to continue my medical care and treatment for my injuries I suffered in the XXXX XXXX.
All I am asking them is to please extend my deferent for six more months not the entire duration of my current XXXX XXXX. Please help me resolve this matter. Hopefully with your help, I am granted the additional six-month deferment I have been requesting for months.
Assembly Bill No. 2521 An act to amend Section 800 of the Military and Veterans Code, relating to the military.
[ Approved by Governor XX/XX/XXXX. Filed with Secretary of State XX/XX/XXXX, XXXX ] AB 2521, Quirk-Silva. Reservists : active duty : deferment of financial obligations.
Existing law, the California Military Families Financial Relief Act, authorizes a reservist who is called to active duty to defer payments on mortgages, credit cards, retail installment accounts and contracts, real property taxes and assessments, vehicle leases, and obligations owed to utility companies, for the period of active duty plus 60 calendar days, or 180 days, whichever is the lesser, as specified. Existing law requires the reservist or his or her designee to deliver to the obligor ( 1 ) a copy of his or her activation or deployment order and any other information that substantiates the duration of the service members military service, and ( 2 ) a letter signed by the reservist, under penalty of perjury, requesting a deferment of financial obligations, in order for the obligation or liability to be subject to the provisions of the act.
This bill would delete the requirement to provide a signed letter, under penalty of perjury, and instead would require the reservist or his or her designee to deliver a written request by the reservist for a deferment of financial obligations to the obligor.
THE PEOPLE OF THE STATE OF CALIFORNIA DO ENACT AS FOLLOWS : SECTION 1. Section 800 of the Military and Veterans Code is amended to read : 800. ( a ) Subject to subdivision ( b ), in addition to any other benefits provided by law and to the extent permitted by federal law, a reservist who is called to active duty may defer payments on any of the following obligations while serving on active duty : ( 1 ) An obligation secured by a mortgage or deed of trust.
( b ) ( 1 ) In order for an obligation or liability of a reservist to be subject to the provisions of this chapter, the reservist or the reservists designee shall deliver to the obligor both of the following : ( A ) A written request by the reservist for a deferment of financial obligations. For purposes of this subparagraph, written request includes an electronic communication.
( B ) A copy of the reservists activation or deployment order and any other information that substantiates the duration of the service members military service.
( b ). In addition, the total period of the deferment shall not exceed 180 days within a 365-day period.
Once again, to clarify, I am only asking for another six-month deferment because I have been on XXXX XXXX for XXXX years without a break in service. I am not asking for the full two years. I am also waiting for another military extension ( amended ) orders to continue my medical care and treatment.
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| 11/10/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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After researching refinance rates online I applied for a mortgage refinance with JG Wentworth.
On XX/XX/19 I spoke with XXXX XXXX NMLS # XXXX. He seemed knowledgeable and discussed several options with me based on the financial data I provided him with. I chose to roll all my current debt except for my auto loan into the refinance as it would free up cash flow and I believed this to be the best option for me.
By XX/XX/19 I provided all the documents that were requested and paid the {$480.00} for the appraisal. Following this date I did not hear back from XXXX despite my repeated calls. I could not leave voicemails as the mail box was full and reached out to XXXX 's supervisor XXXX XXXX. My voicemail messages to XXXX were never answered.
On XX/XX/19 I started receiving emails referencing Freedom Mortgage and was informed via email that I had to schedule my appraisal for my refinance with Freedom Mortgage. I was confused as I was unaware who Freedom Mortgage was and again continued to reach out but never heard back.
I kept on calling different numbers and got bounced around from number to number until I was finally transferred to a XXXX office on XXXXwhere I was informed that JG Wentworth had been acquired by Freedom Mortgage and that on XXXX XXXX systems had been merged which led to data losses which they were trying to recover from. I had never previously been informed about this merger and had I known I would have probably gone with a different bank to avoid this kind of scenario. The helpful people at the XXXX office told me that the only way they could help was to have somebody from the XXXX office call me as that is where my loan was based.
Later that day XXXX XXXX XXXX NMLS # XXXX called me and apologized to me for the issues that bank was experiencing due to the system merger. When I pressed her on why XXXX and his manager were not returning my calls she informed me that they were still at the company but in a different capacity and that she was now my loan officer.
On XX/XX/19 the appraiser came to perform the appraisal and said the appraisal would be ready by XX/XX/19.
I reached out to the appraiser on XX/XX/19 and asked about the appraisal. He informed me it was sent on XX/XX/19. I then called XXXX XXXX to get an update on the same day and she never responded. Since she was not responding I called XXXX XXXX who was the listed processor. I was informed that they had no record of receiving the appraisal or my verification of employment despite the assurances provided by the appraiser and my jobs HR office.
On XX/XX/19 I reached out to XXXX for an update and to again request a copy of the appraisal. She never answered.
On XX/XX/19 I was finally able to get in touch again with XXXX XXXX. She later provided a copy of the Appraisal and confirmed the employment verification was received. She also informed me that although all the data I provided was confirmed and that the appraisal came in as the value required for the transaction that the underwriter would not approve my loan.
The reason stated was that my bonus could not be counted as I could not show 2 years of consecutive bonuses. I was never informed of this requirement prior and this definitely would have caused me not to proceed as where I work bonuses are based on the company 's annual performance. Due to this she said the calculation put me {$79.00} below the 45 % debt to income ratio the underwriter requires. This was not previously disclosed.
I was basically given two options, I either come up with a 6 months reserve of principal, interest, taxes and insurance of $ XXXX or lower the refinance amount by $ XXXX and provide $ XXXX cash at close.
On XX/XX/19 I called XXXX XXXX to further discuss and received no answer. I emailed her and stated that I never misrepresented my financial data and complied with all requirements. I also made it clear that from the beginning I had no cash to contribute towards for the refinance and asked her to call me back.
It is XX/XX/19 and nobody has reached out to me.
If I had been made aware of the bank acqusition, that the person I was originally working with would not be around and that the information I provided did not qualify me or put me on the border of the 45 % rule I would not have consented and paid {$480.00} for an appraisal that is worthless to me. All this ( except for the appraisal ) was known prior to the loan estimate being provided to me. If I was so close to the 45 % rule I should have been made aware that the slightest ( {$79.00} ) threshold would disqualify me. Also, no other options have been given to me aside from coming up with $ XXXX in cash.
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| 03/25/2021 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
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On XX/XX/XXXX, I was contacted by XXXX ( Freedom Mortgage Loan Officer ) to offer me a low rate VA refinance loan. I was very impressed that my current mortgage company would offer to refinance their own loan. XXXX told me that Freedom Mortgage was offering refinancing to their current VA customers as a retention measure. I told him that I was receiving a lot of mail and phone calls from other mortgage companies offering me very low refinance rates. He said that the rates are historically low and for me to take advantage of their no hassle refinance process, no closing costs, no credit check, no income verification, etc. Since I was already a Freedom Mortgage customer they had all of my information. The rate was low and the process seemed easy, therefore I decided to initiate the refinance process with Freedom Mortgage. I immediately received an automated email from Freedom Mortgage with instructions on how to fill out the forms online and the urgency to sign and lock my rate. I logged in and started filling out the forms, which was exactly what XXXX had promised me during our call that day.
On XX/XX/XXXX, I received an automated email from Freedom Mortgage asking me to review a new loan document. I reviewed the new loan documents and some of the terms of the original offer had changed, ( 1 ) initial monthly payment, ( 2 ) pricing change to points and/or credit for interested, and ( 3 ) payoff and payments have been updated. I sent an email to XXXX for him to call me to discuss the new terms. He did not respond to my calls or emails until I mentioned to him that I was looking into the XXXX XXXX XXXX XXXX rates since they are local and he had not responded to my calls and/or emails. He immediately called me back to ask about the rates offered by XXXX. He said that he could match the rates and to disregard the new loan document request ; that the system automatically generated those type of documents and that it was a mistake on their part. He said that everything was fine and that more than likely I would be closing in the beginning of XXXX.
On XX/XX/XXXX, I received another automated email from Freedom Mortgage with a status update on my loan. The email stated that they were waiting on the title work to clear and that they needed a paid in full letter from the lien that is appearing on the title. I immediately called customer service to find out what was going on since I dont have a lien on my property. The customer service representative reviewed the title work and did not see a lien on the property. She recommend escalating the issue to her supervisor since she couldnt determine the issue. Based on this information, I emailed XXXX for assistance on the matter. He never responded to my email or calls.
On XX/XX/XXXX, I called customer service to get a status update. The customer service representative told me that my loan application was terminated by Freedom Mortgage that morning since I couldnt provide the lien or made an attempt to contact them, which I did speak with a customer service representative the day before and she couldnt give me specifics on the lien. In addition, I emailed the information to XXXX on XXXX XX/XX/XXXX. I was very confused about the entire situation since no one could tell me anything about the lien and customer service struggle to provide an adequate explanation. I closed on my original loan back in XX/XX/XXXX and everything was very transparent, the loan officer provided feedback, the title company requested information with details, etc.
On XX/XX/XXXX, I received a call from Freedom Mortgage inquiring about the entire situation and if I wanted to reapply. I told the customer service representative that I didnt see why I had to reapply when the company cancelled my application without an explanation. And that the current rates had increased significant since I originally applied, he agreed that the rates had increased significantly since then. And that he would see if he could reinstate my original application. Its been six days and I havent heard back from XXXX.
The only conclusion I can make out of this entire situation is that Freedom Mortgage string me along the refinance process so that I wouldnt switch over to a competitor when the rates were historically low. Its quite convenient to cancel my application, without any reason, when the rates increased and I could no longer find a competitive rate to refinance my home. I tried to resolve this issue with the company first, but it has been impossible based on their lack of communication and transparency. This is not a decent way to treat people, especially disable veterans.
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| 05/07/2021 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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On XX/XX/XXXX a tree fell on my chimney and both then fell on my house. My home is not livable, and I need to make repairs. Some repairs have been made, but I do not have enough money to pay those contractors, and I do not have enough money to pay anyone else to complete the rest of the work. The representative that I spoke with explained that, for repairs over $ 40k, it is their policy to " monitor '' the claim, which means that they will release only a portion of the funds, and then I will have to have an inspection by their representative before they will release any more funds for any further repairs. I have been unemployed since last XXXX, and do not have any extra cash or credit to complete these repairs out-of pocket and then wait for reimbursement.
On XX/XX/XXXX, being more than 50 % complete, I requested an inspection online. Contractors were already awaiting payment at this time but I was told to request inspection after 50 % of the work was completed. On XX/XX/XXXX, at XXXX I received a call from someone speaking broken English. I could make out the words mortgage company being repeated. The call was dropped and they did not call back. At first I assumed this was a spam call, and I was driving at the time. However, recalling the inspection request, I called back later to double check that this wasn't important. The person was very argumentative, and broken English, but I managed to discern " inspection cancelled ''. I have a broad experience with accents, and this persons shouting was barely understandable.
I tried to access the online system to see what the status was, but the system gave me a message that said that my claim was no longer serviced by the site and to contact the mortgage company directly. I called the mortgage company back, and told them what happened, and they said they would schedule another " expedited inspection ''. Pertaining to the website, the agent said it must just be a temporary glitch.
On XX/XX/XXXX, having heard nothing, I called again. The representative asked for my address to look up the claim, and after inputting that information, he informed me that their system was down and he was unable to help.
On XX/XX/XXXX, having still not received any indication of an inspection. I called again and spoke with XXXX, who said that she was able to find my claim in their system but couldn't locate any information on the inspection. She said this was probably because their system was being updated. She was going to contact the inspection company and call me back. During this time, I had been repeatedly trying to access the website, with no results.
On XX/XX/XXXX, having still received no word on an inspection, I again attempted to access the website. Again I received the note Your claim has been found, however, this claim is no longer serviced by this site. Please contact your mortgage company directly. Calling the office again, XXXX answered. She advised that the company is having problems with all accounts and she could take my information and call back when she knows something. Supervisors have told her if someone wants to escalate the claim, to tell them that theres nothing she can do, and theres no way to request an inspection. After continued discussion, she said she could send an email to the case processor and theyll get back to me if they hear anything. She did send an email to the case processor and to management. She also said there was no task assigned, even though Id called on the XXXX and repeatedly before, so she assigned a task with the due date of that day. She assured me that management would review it, and someone should be calling me that day.
It is not 24 hours later, on the XXXX, and as expected there has been no phone call. It is easy enough for me to provide photographic evidence of the work done to date. I will provide that here as there is no way for me to do so with Freedom Mortgage.
Freedom mortgage is not, at this point, withholding funds because I wont meet their requirements. They are simply withholding my funds and not allowing me to meet any requirements. I have taken more than reasonable steps to meet their requirements. They are withholding my funds indefinitely without any recourse, and they are already overdue in issuing my funds to me, had they provided the inspection when it was requested. I am in temporary housing, and am unable to continue work to get my home livable again. This temporary housing has a limit, and Freedom Mortgages actions are threatening to have me without a livable home because they will not allow me to progress repairs on the property.
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| 06/23/2020 |
Yes |
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Web |
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I am writing regarding my FHA Streamline loan which is currently in the closing phase with Freedom Mortgage. I have not yet committed to close due to all of the misinformation given to me during the process of my refinance.
I was initially contacted via phone on XX/XX/20, by XXXX XXXX who is a mortgage broker for Freedom Mortgage. Per our conversation, he informed me at that the FHA Streamline process takes approximately 2-3 weeks, my loan amount would not increase, the term of my loan would remain the same, there would be no cost to me at closing and my rate would be 2.75 %.
Unfortunately, this was not the case. I just received my disclosure on the refinance on XX/XX/20, which was almost 8 weeks after the process was started, when I should have received it within 3 business days. My out of pocket expenses have now ballooned up to {$900.00}, and my loan would be increased in the amount of {$2300.00}. This is a substantial increase in what was initially quoted to me when I first spoke to Mr. XXXX on a recorded line on XX/XX/20.
For a few weeks, both Mr. XXXX and a loan advocate assured me that they were waiting for my title to clear so my loan could proceed. The loan advocate went so far as to tell me he was going to do me a favor and call XXXX XXXX XXXX to see the status of my title work. When he called me back, he stated that my title would be clear on XX/XX/20 and my loan would be cleared to close by the end of the week.
After I did not hear anything from Freedom Mortgage about my closing on the week of XX/XX/20, I contacted XXXX XXXX and was informed that my title was uploaded in the XXXX XXXX on XX/XX/20 and it was cleared to close on XX/XX/20.
I had a very similar experience last summer when I was contacted by Freedom Mortgage to refinance my mortgage at that time. The estimates ballooned at the time of closing as well, but I did not think I had any recourse at that time. Also, Freedom Mortgage did not take the correct amount of money out for my escrow, which made no change in my monthly payment. I was hopeful that this would be a more positive experience, as I am now a more educated consumer regarding the refinance experience.
I was much more hopeful this time around when I started the process with my mortgage broker, Mr. XXXX, but this has been a far more negative experience. I have sent several emails to XXXX XXXX ( XXXX ) regarding the terms of my loan and the misinformation he has represented over the last 8 weeks. I was then given the name of Mr. XXXX XXXX ( XXXX ) who handles complaints within Freedom Mortgage. He asked me to carbon copy him on emails to my loan broker so he could ensure that he followed up with me. I did as he advised, but he has never responded to me emails and follow up calls in the last 2 weeks.
I did some research and found that XXXX XXXX ( XXXX ) was over Mr. XXXX, so I emailed and called him on two occasions, to no avail.
Today was my last attempt to get information on my loan numbers. I first spoke to XXXX XXXX in the closing department. She was very helpful and told me that I would have my final numbers 3 days prior to closing, but that I should speak to someone who could first explain my disclosure and the costs of the loan. I then spoke to Mr. XXXX XXXX who went over the closing costs on my loan and he agreed with me that the numbers did not make good financial sense. I briefly explained the difficulties that I have encountered during my refinance and he advised that I should request another loan broker to rework the numbers. He graciously gave me the names of numbers of who I should contact over my current loan broker to help resolve these issues. XXXX XXXX was one of the names I was given, but I informed Mr. XXXX that Mr. XXXX failed to return my emails or calls. Lastly, he gave me XXXX XXXX as the contact over XXXX XXXX. I have contacted him today and I am hopeful I will get a return call or email. I told Mr. XXXX that I was considering contacting your office of the Banking Commissioner and he agreed that was the next course of action with what I have been experiencing with Freedom Mortgage.
I have copies of all emails sent to various employees of Freedom Mortgage if you would like to see them to substantiate my claims.
I am a frustrated consumer that has been lied to during this process and would have never proceeded with the loan based on the numbers I was given last week. There is concern over the ethics demonstrated by my loan officer and other Freedom Mortgage associates that no other consumer should have to experience. I would like to see if I have any recourse as a consumer.
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| 10/19/2020 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
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On XX/XX/2020, I contacted Freedom Mortgage to inquire about a possible refinance of my loan.I spoke with XXXX XXXX. In our conversation, we discussed my eligibility for a lower interest rate and pre-approval.I tentatively agreed to the terms provided over the phone by Mr. XXXX and inquired about the possibility of deferring 2 mortgage payments during the refinance process to assist with some expenses of the recent loss of a family member.Mr. XXXX advised that I could in fact defer those 2 payments if I got all the electronic documentation signed and returned in a timely manner.He stated that if all documents were returned timely that I could skip XXXX and XXXX mortgage payments and that I would be responsible for the refinanced XXXX payment to the new loan.
That evening, I received the beginning documentation for the refinance process. I reviewed the documents, signed them electronically, and returned them as instructed.
On XX/XX/XXXX, I received a form email that stated that Freedom Mortgage had all documents that were needed and If there were any changes I would be informed right away.
On XX/XX/XXXX, I received 2 emails that had loan documentation that needed electronic signatures. One email was for my signature and the other was for my wifes signature.Upon review of the documentation requesting my wife signature, it was noted that my wifes first name was misspelled.I made a call to Mr. XXXX regarding this matter and left a detailed message on his voicemail as he was not available at the time.
A week elapsed and on XX/XX/XXXX, just when I planned to call again to check on the status of my refinance I was contacted via email by XXXX XXXX. She requested identification for my spouse to ensure accuracy of the documents and informed my that the next step was to get scheduled for closing. I sent her a scanned copy of my wifes drivers license as she requested.
On XX/XX/XXXX and XXXX I was contacted via email by Ms. XXXX. These were updates on status of my refinance.They basically stated that the title company was reviewing the documents and spelling change and that she would call to schedule closing.
On XX/XX/XXXX, I wrote an email to Ms. XXXX to get an update. No response was received from her until XX/XX/XXXX.
On XX/XX/XXXX, I spoke to XXXX at Freedom Mortgage. It was after general business hours and I was just trying to get an update on my refinance status. XXXX informed me that everything looked like it was progressing but timelines were trending a bit longer due to COVID-19. I was understanding and thanked her for the information.
On XX/XX/XXXX, I received an email response from Ms. XXXX. In that email, it was stated that, The title company is currently preparing the deed. I do apologize for the time frame. My manager has escalated the problem. And we are looking for all documents to be completed by the end of the week. I will follow up with you tomorrow. Thank you This was the last communication I received from Freedom Mortgage regarding my pending refinance. I did not feel the need to escalate this situation because I was informed that a manager was already aware and escalating the matter.
On XX/XX/XXXX, I contacted Freedom Mortgage as I was prepared to pay my XXXX mortgage bill as previously discussed with Mr. XXXX over two months prior and was informed that I was in a forbearance status and that my refinance was on hold.
This was a shock to me as I was never informed of this situation and did not agree to any forbearance plan.Any forbearance action on this loan was executed without my knowledge or approval.I was informed that if I wanted my refinance to continue that I would need to get the forbearance removed.I subsequently worked with a Customer Satisfaction Representative named XXXX ID # XXXX to start an investigation into this matter and work to remove the forbearance from my account. This action was completed as requested and may have additionally harmed my situation as I was informed after, that my refinance would not move forward until I have six months of on-time payments before my refinance would even be considered. Now, I lack the credit protections that forbearance provides as I try to navigate this complex and troubling situation.
The act of placing my loan in a forbearance without my knowledge has put me in a difficult and desperate financial situation as I now no longer qualify for refinance. I was misled about procedures and expectations at almost every turn and several calls that have been made to Freedom have gone unanswered and unreturned. This is unacceptable and no way to treat a veteran.
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| 12/11/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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To Whom It May Concern : XX/XX/XXXX XXXX XXXX and XXXX XXXX have requested Freedom Mortgage ( FM ) close our escrow account. They continually force payment on us and keep raising our mortgage payment even though the property is now homesteaded and property taxes have gone from {$1400.00} down to {$710.00} for the year and property insurance remained the same both years.
On signing of the contract, on XX/XX/XXXX we paid {$330.00} into a property and tax escrow on that date. Since then, I have made 32 escrow payments into escrow since XX/XX/XXXX to XX/XX/XXXX and XX/XX/XXXX will be 33 payments. XXXX x $ XXXX = {$6100.00}. In addition, in XX/XX/XXXX FM made us pay an additional {$2200.00} and {$230.00} in addition to my monthly payment for that month or they were going to penalize us with additional charges. I have an EXCELLENT credit rating and dont want them ruining it, so we paid it after talking to them it was no use we are being strong armed. We need help. So to date they have collected {$9000.00} just in escrow ; they of course have been getting their principal and interest with each of these 33 payments.
FM has paid out 2 condo insurance payments of {$660.00} for both XX/XX/XXXX and XX/XX/XXXX for a total of {$1300.00} and 2 property taxes 1 year was {$1400.00} and the 2nd year was {$710.00}. The property is homesteaded to me now so the taxes dropped XXXX. Yet FM used the unhomesteaded value of {$1400.00} to collect escrow and raise my mortgage payment from me in the future. Even though I explained to them I live in the condo year round and they had just recently paid the {$710.00}. Its crazy!
So {$9000.00} - {$3400.00} = {$5500.00} that they are still holding of my money. I would like this refunded immediately. They think they only owe me {$670.00} in overcharges for the escrow they have collected from me/us.
Starting XX/XX/XXXX, I want to just pay them my 30 year fixed mortgage of {$310.00} that we all agreed on and stop the madness of the escrow they keep XXXX me around with. I will pay my taxes and property ins myself.
In addition, they know XXXX and I are divorced and that the court awarded me the condo and XXXX the house in Michigan as the settlement. So they keep making the checks out to XXXX XXXX AND XXXX XXXX only and then I have to mail the checks to Michigan and have him sign them and return them to me which is costly and time consuming. I have asked them to please make any checks I receive from them out to XXXX XXXX OR XXXX XXXX. Not to XXXX XXXX AND XXXX XXXX. When I asked them to refund my OVERPAID money from escrow, they kindly obliged and sent me {$670.00} and made it out to XXXX XXXX ONLY. When I called FM they said to void the check number XXXX and they would see what they could do then mail me another one. Which they have not done but they have bombarded me with letters as to why I cant close out them collecting escrow from me and let me just pay them my 30 year fixed rate mortgage of {$310.00}.
They wont listen to me or let me talk to anyone in the Escrow Dept. They state the escrow department for FM for my loan is in XXXX XXXX.
I need ALL correspondence with them sent to my homesteaded address of XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX, FL XXXX and to use my home phone number which is XXXX and my email address of XXXX.
*I stopped at Freedom Mortgage on XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX , FL XXXX and was directed to XXXX XXXX , production Assistant XXXX ext. XXXX, after some man walking into the office right behind me asked me what I wanted. XXXX XXXX informed me she could not get me a copy of all my escrow principal and interest payments, that I would have to call FM in South Carolina to get it. I stopped in there because I had already asked FM in S.C. for a copy of what they state I have paid, however FM in S.C. has yet to send me a copy of all my escrow, principal and interest payments either. I am confused why FM in XXXX XXXX couldnt print this out for me. ( So my bank sent me a copy on XX/XX/XXXX of all the payments I have made to FM ) Again FM still hasnt mailed me any verification of any payments I have made. The {$180.00} came from a Freedom Mortgage rep on the phone.
If there is compensation for pain and suffering and/or interest on the money they have been stealing from me, I believe it should be awarded to me for all they have and are still put me through. And how many other customers are they overbilling and not refunding their money. Please help me end my escrow payments to this company and get a complete refund of ALL the money they have stolen from me. Thank you in advance,
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| 09/16/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I mailed my XXXX payment on XX/XX/XXXX in the amount of {$1200.00} to Freedom Mortgage on check # XXXX.
I received a letter from Freedom Mortgage dated XX/XX/XXXX stating that Freedom Mortgage had not received my payment and a late fee of {$36.00} had been applied to my account. I received another letter from Freedom Mortgage dated XX/XX/XXXX stating that my XXXX payment had been returned as unpaid from my bank and a {$15.00} returned check fee had been applied to my account. A letter dated XX/XX/XXXX from Freedom Mortgage came, stating that they have been unable to contact me regarding my mortgage payment. Freedom Mortgage sent a letter dated XX/XX/XXXX stating that the balance of {$2500.00} was still outstanding and they have reported me to the credit bureaus.
On XX/XX/XXXX I submitted my XXXX payment on check XXXX which has cleared my bank. On XX/XX/XXXX I submitted check XXXX in the amount {$1200.00} to Freedom Mortgage to replace check XXXX for XXXX payment along with the late fee and returned check fee still has not cleared my bank ( XX/XX/XXXX ) I called Freedom Mortgage on XX/XX/XXXX and spoke to XXXX, agent # XXXX, to dispute the late charge and the returned check fee. I request my check back and she said that they do not keep check that it has been shredded. In order to dispute the charges I would need to provide a statement from my bank saying that there were enough funds to cover the check along with an XXXX bank statement. The payment was added to my account on XX/XX/XXXX and reversed out on XX/XX/XXXX for insufficient funds then presented to the bank again on XX/XX/XXXX. I told XXXX that I would not providing a statement of my finances but would provide a balance on the dates the check was ran. I asked how long it would be until this would be resolved. She said it would take 10 days.
I contacted my credit union, XXXX XXXX XXXX, and spoke to XXXX XXXX and explained the situation. She looked at my account and said that check XXXX had never been presented for payment and would be happy to provide a letter stating that along with the balance of the account on XX/XX/XXXX & XX/XX/XXXX.
I received the letter from XXXX on XX/XX/XXXX and forwarded to the email address that XXXX provided and receive a confirmation of the email from Freedom Mortgage.
On XX/XX/XXXX I called Freedom Mortgage to check on the status of my dispute and spoke to XXXX, agent # XXXX. I requested to speak to a supervisor and was transferred to XXXX ( XXXX? ). I explained the situation to him. I again requested my check back and he said that they do not destroy checks that it should have been returned to me and that he would reach out to XXXX about the inaccurate information. He said that he would need my verbal authorization to reach out to XXXX to speak to XXXX about the check never being presented for payment. He reassured me he would call be back on XX/XX/XXXX, I confirmed the phone number they had on file and provided the correct phone number. I have never received a call back from XXXX.
On XX/XX/XXXX I called Freedom Mortgage because I had not heard back from XXXX and spoke to XXXX, who transferred me to XXXX, who then transferred me to XXXX in the customer service satisfaction department. XXXX confirmed that XXXX had not called me back nor had he called my credit union. I requested to have the called escalated to a supervisor. After being on hold for over 40 minutes my called was transfer to XXXX, agent # XXXX. XXXX said that until I provide a bank statement from XX/XX/XXXX - XXXX showing my balance that this would not be resolved. I told him that the check was never presented to my bank for payment. I again request that my check be returned to me and he said that XXXX did make a request to the cash department to get the check back. XXXX later told me that the check had been destroyed. XXXX later said that XXXX did contact my credit union and receive a quick busy signal. There were a lot of inconstancies in the conversation with XXXX so I asked that the call be escalated. He said that his manager, XXXX XXXX, was not working in the office and that he would email her. I asked to be CCd on the email so ensure that the information was correct and that she had my correct contact information. XXXX said that XXXX would tell me the same thing that I would need to provide a bank statement from XX/XX/XXXX. I asked that XXXX call and speak to me regarding this matter.
I need help getting this resolved because every person I speak to at Freedom Mortgage gives me a different version of what happed and what is needed from me to resolve this.
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| 09/29/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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Avoid this company at all cost! They have the worse representatives/ customer service.
My son and I are in the process of purchasing a property, this is our first business venture together. Unfortunately, we went with Freedom Mortgage because they seemed like a legitimate and reliable company. HOWEVER, after providing all of our personal information i.e. social security number, yearly income etc. we were preapproved and this is when the NIGHTMARE started.
Once preapproved a customer would normally receive a preapproval letter to shop. This was not the case. XXXX XXXX the loan officer made us jump through hoops to receive the letter. He requested additional documents - information usually needed when a property is under contract and when a client is dealing with an underwriter. I mean he requested everything other than the kitchen sink. Last 3 years tax returns, a letter from employer, current mortgage statements, bank statements- the list goes on, so it delayed the process and put us at risk of not having the information needed in time to put in an offer on a property that we already had our eyes on. I had no other option but to contact XXXX 's supervisor XXXX XXXX for HELP.
After speaking to XXXX XXXX and explaining this unnecessary stumbling block to him, he agreed that the preapproval letter should be granted and we received the letter instantly. I went on to tell XXXX XXXX that we no longer wanted to deal with XXXX XXXX going forward and asked if he could assign someone else to us and he said he would.
Fast forward ... We found a property and put in an offer- It was accepted -we were happy ... Everything seemed to be working as planned. We contacted Freedom Mortgage and was told that XXXX XXXX was still our loan officer. Ok, we figured we already had an issue in the beginning, maybe we can work together and the customer/representative relationship would be improved- this could possibly give XXXX XXXX the opportunity to redeem himself. NOPE!
We informed XXXX XXXX that we found a property and got an accepted offer. XXXX XXXX then went one to say that the initial rate he gave us under the preapproval increased from 3.5 % to the mid 4 %. ( Round about percentage. ) We said ok, and just decided to continue with the process. We gave XXXX XXXX all the requested/required documents and waited, and waited, and waited. We emailed him several times, called him several times to no avail. We got NOTHING, but an automated response staying that he was out of the office. Then finally we received an email from a XXXX XXXX who stated that she needed all of our documents again because she did not have them.
All I was thinking was, who is XXXX XXXX? I thought maybe XXXX XXXX acknowledge our initial request and changed our representative. I mean, we never received an introductory phone call- nothing. Just a woman emailing us stating that she needed our paperwork. The same paperwork we provided XXXX XXXX. I had to look at the closing of XXXX XXXX email to obtain her title- Loan Processor.
I could not believe that I had to resubmit all of my documents again. I called XXXX XXXX repeatedly, but she never answered my calls. I emailed her and told her that we gave XXXX XXXX everything and I got nothing in response.
I had to contact XXXX XXXX again, and ask him to assist me with the issues we were having with this company. It is now XX/XX/2020. I am waiting to hear from XXXX XXXX. The Title Company that Im working with is waiting to hear from someone at Freedom Mortgage to let them know when the expected closing date is BECAUSE they have tried to reach out to Freedom Mortgage as well and got NOTHING. This in turn caused a delay in the original closing date and now an extension has been put in place. We have not heard from anyone at this company. The only response we received was an automated email.
The company slogan states As a customer of Freedom Mortgage, you deserve outstanding service 100 % of the time. This is far from true! I understand that people are buying, refinancing and completing all sorts of mortgage applications during this time. However, all it takes is simple communication answer the phone. Respect people documents and time. This is experience was unwarranted. I hope and pray that we close on this loan ASAP. I feel like reporting my experience to the XXXX was my only recourse. This process was also time consuming and annoying. Hopefully after reading this review you will take the necessary precaution before choosing Freedom Mortgage as a mortgage provider. SHOP AROUND
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| 08/20/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Older American, Servicemember |
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We submitted a refinance on our home with Freedom Mortgage at the time the bank was called XXXX XXXX XXXX ; the loan funded in XX/XX/2020. Rates continued to decline. I contacted then Freedom Mortgage on XX/XX/XXXX and requested to refinance again. The agent I spoke with, named XXXX XXXX, stated we could do a XX/XX/XXXX. He stated it required less documentation, no appraisal, no income verification and would process quickly. He provided a list of documents I needed to provide. We provided ALL the documentation to him timely within days of contacting him. He requested additional documents within a week and we submitted those immediately. I knew what to provide because I worked in lending for over 20 years. On XXXX XXXX, 2020 the rate was locked in at 3.125 % which was set to expire on XX/XX/XXXX. I continually contacted his processor, named XXXX XXXX, most likely the loan officer 's wife, for status and updates. I was constantly getting an " out of office response '' even if I emailed first thing in the morning.
At one point, the loan processor, XXXX, emailed me that the loan was at title because it needed to be subordinated. There was no heloc and I explained that there should be no need to subordinate ... XXXX this was a XX/XX/XXXX. She continued to ignore or make excuses for delays, if she in fact, responded at all.
I called Freedom Mortgage corporate and finally was able to obtain the name of XXXX XXXX, mortgage lending manager, whom I emailed on or about XX/XX/2020 ; I also copied the CEO of Freedom Mortgage, XXXX XXXX, explaining that this XXXX XXXX has taken over 3 months ( we are not at FIVE MONTH since we initiated the streamline refinance ). I was contacted finally by XXXX XXXX, who stated that the loan processor is no longer working the file and it was turned over to XXXX XXXX. At my request Freedom lowered the rate to XXXX XXXX. I signed that lock agreement on XX/XX/2020 because that was when it was sent. Although it was dated XX/XX/XXXX the lock expired on XX/XX/2020. Freedom stated I did not need to be concerned that the locks were expiring. On XX/XX/XXXX I was charged an additional {$200.00} for an inspector fee because now the loan had taken so long an earthquake occurred outside of the county and they needed to do a home inspection! This lowered the amount of funds I was getting back, yet Freedom stated it was paid by the lender. We continue to receive more conditions because the loan has dragged on so long. They exceeded the 90 day credit report timeline, so we had another credit report charge and another hard hit to our credit scores. Every time they request a condition, we provide it immediately!, We sign all change of circumstance documents immediately through their portal. I continue to email and copy all on my requests for status updates. At this writing, I am now waiting for the " FINAL CONDITION '' to be approved. I sent them an email today and called XXXX XXXXXXXX XXXX for a timeline for receipt of documents. I have not received a response at this writing. I do not want to incur ANY FURTHER CHARGES or provide any further conditions as a result of their constant delays. Of course, circumstances will change over the course of FIVE months!!! There has been no reason for them to delay this financing for this length of time. I currently work with the government as a lender and worked in the industry for 20 years. I know that this is not an acceptable for any refinance especially not a STREMLINE REFINANCE, when they were the servicing lender.
XXXX XXXX and XXXX XXXX are about to charge an additional {$1400.00} for a refinance beginning XX/XX/2020. This loan should fund prior to that date! There is no reason that we should be also charged this fee or have it be reflected in the rate if the loan does not fund prior to XX/XX/2020.
Freedom Mortgage has put us in jeopardy of refinancing with any other lender due to their failure to keep us apprised of status, lack of communication and continuous delays with documentation and title and finally, their second hard hit to credit because of the excess of time their delays have caused.
I am attaching key documents that show timeline of application and sequence of loan estimates provided dating from XX/XX/2020 to XX/XX/2020 and finally the most recent email I received showing that this loan is still not completed. NOTE she once again states it is in " final approval. '' I have additional documents and emails I can provide if necessary if my server saves emails beginning XX/XX/2020.
Respectfully, XXXX XXXX
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| 11/14/2023 |
Yes |
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- Trouble during payment process
- Payment process
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Web |
Older American, Servicemember |
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I have been in constant contact with Freedom Mortgage expecting a property tax over payment refund from XXXX XXXX XXXX XXXX in XXXX Virginia. On XX/XX/XXXX the property tax exemption was applied to the account and Freedom Mortgage did an Escrow Account Review and Disclosure Statement revealing a surplus in the escrow account of {$280.00}. they were retaining because the account was delinquent. They were advised the property tax over payment refund from XXXX XXXX would be sent directly to them in early XXXX and should be used to pay the mortgage payment arrears and return the balance of the refund to me. This was communicated on the telephone with an agent on XX/XX/2023 and assured the funds would be used to pay the arrears and refund the balance.
The refund checks arrived and were deposited in late XXXX and the first week of XXXX. Constantly inquiring if they had received the money and applied it as discussed I was informed the money had not arrived. I obtained copies of the deposits from the XXXX XXXX XXXX XXXX revealing the deposits had already been deposited but they were unable to locate them or account for them. I forwarded copies of the deposit and then they mysteriously were able to locate the funds and they were directed to use them as discussed and assured they would be from our telephone conversation of XX/XX/XXXX to pay the mortgage arrears, remove the property taxes that they had still not taken out of the amount due they were charging after the tax exemption that had been authorized and pay that amount with the property tax over payment refund and send the remaining balance to me.
{$23000.00} were finally listed as having been received on XX/XX/2023 on the Freedom Mortgage website, approx. 3 weeks after being deposited. Then ignoring our entire conversation, messages and promises they deposited the amount into the existing escrow account containing the surplus which had been frozen due to the delinquency, instead of applying the property tax over payment refund to bring the account up to date by using the money to pay the mortgage in arrears as discussed and directed. So they put it into the escrow account, stated the money could not be used or refunded and I needed to get more money from somewhere else to pay them. While they sit on my property tax over payment refund due to the tax exemption my husband died for to qualify due to his XXXX years honorable service in the XXXX XXXX and exposure to XXXX XXXX. They lied to me, lost track of my deposited money from the tax people, made promises through the lass mitigation department employee on behalf of the principles and refused to honor them. Had been kept abreast of the entire situation and development during the few months it took to process the refund and never responded to the request to correct the amounts due " by removing the property tax from the amounts '' and my promises to, make payments online could not be processed due to the incorrect amount and finally the last straw was advising my attorney on after receiving a formal request/demand to correct these errors and apply my refund to pay the arrears and return the refund on XX/XX/2023 they said the foreclosure was on hold pending a decision then proceeded to ignore the letter and promise and sent a bill for {$9100.00} " including attorneys fees, still containing exempt property taxes and also a few mysterious fees in addition for another approx {$1400.00}. I'm afraid if this keeps up, they'll have effectively squandered the entire refund my husband gave his life for and proceed with the still and continuing active foreclosure. While all along sitting on enough money to having resolved this entire situation in the first week of XX/XX/2023 when they had the property tax over payment refund in their bank to resolve everything outstanding, including the money I'm owed from the refund.
Please Help, I feel as if they have misappropriated and commingled my refund to prolong and easy solution to using my money to pay my bill through these deceptive procedures and processes are almost extorting money out of my account to enrich themselves.
Thank You in advance for any assistance you may be able to provide in holding them to account for the empty broken verbal agreements and promises and have my account restored with existing money they posses that belongs to me and have the balance refunded. And please stop threatening me with foreclosure, I'm not sure how much longer my XXXX XXXXXXXX will last at XXXX with this kind of treatment.
Sincerely, XXXX.
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| 09/28/2021 |
Yes |
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- Struggling to pay mortgage
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Web |
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XX/XX/XXXX - I inquired about loss mitigation XX/XX/XXXX - freedom sent out paperwork XX/XX/XXXX - I returned the paperwork with the proof they requested XX/XX/XXXX - returned more proof they requested XX/XX/XXXX - noticed my account was flagged as a covid vs just loss mitigation. asked them to fix that and provided more proof of this happening before loss mitigation XX/XX/XXXX - resent more proof that they requested XX/XX/XXXX - received a letter to start making trial payments XXXX made my 3 trial payments per letter.
XX/XX/XXXX received a letter that I didn't make the trial payments.
XX/XX/XXXX - sent over checks that cleared the bank front and back plus bank statements showing the amount left my account numerous times.
XX/XX/XXXX- received a letter from freedom saying that they have found my payments with the days they were received.
XX/XX/XXXX - inquired about where I was at in the process was told they didn't have my trial payments, referred them back to XX/XX/XXXX letter, said they would follow up, nothing happened.
XX/XX/XXXX - inquired again about where we were at and heard the same as before, was assured this would be fixed.
XX/XX/XXXX - inquired what was happening and said they saw something on my account and to call when I need a notary, but said they would be in touch. I heard nothing.
XX/XX/XXXX - an overnight package shows up at my house with the final paper work.
XX/XX/XXXX - I called and requested a notary appt, as I was told to do. They said they would contact me when they found one to confirm appt.
XX/XX/XXXX - they scheduled a notary appt at noon without letting me know. I was not home.
XX/XX/XXXX - I contacted them again and said I still needed a notary. They said they sent one. I said no one had told me and requested another one be sent on XX/XX/XXXX.
XX/XX/XXXX - I had a notary come out, we signed the final paper work, I brought it to XXXX that same day.
XX/XX/XXXX - Loss Mitigation Agreement paperwork is uploaded to Freedom 's site saying my new monthly will be {$1100.00}. I spoke to a rep and she assured me all the flags will be taken off my account by may so when I go on to make the payment, I will be good to go.
XX/XX/XXXX - I go onto make the payment and it still says that I am in loss mitigation. I contact them and the rep doesn't know why nothing has been done. Says they will send it to under writing to be fixed and the payments will start in XXXX.
XX/XX/XXXX - XXXX bill comes and nothing is fixed. I ask again and they said they have to redo the paperwork, but it is a good thing because the amount will go down. They use my trial payments for XXXX and XXXX payments. I will have to sign papers in XXXX, and make payments in XXXX.
XX/XX/XXXX - I ask about the new paper work when I reach out again, because I still hear nothing unless I reach out, and they said they don't see any new paper work but I still should be set for XXXX for a less amount.
XX/XX/XXXX - I hear nothing again, receive no paper work, I make an online inquiry.
XX/XX/XXXX - I receive a message back saying that my new monthly amount will be {$1500.00} due on XX/XX/XXXX and they will be sending new loan paperwork out again.
XX/XX/XXXX - I send a response back saying this is completely unacceptable. I was told it would be lower and now it is going to be $ XXXX higher. I also called in and get immediately transferred to a supervisor who says that I should make a payment of the XX/XX/XXXX paperwork amount to see if that can convince them to honor that????? why wouldn't they honor it?? She has no answer about why nothing was ever done with that payment I said I can make that payment amount as soon as everything is corrected and make that payment going forward and she becomes extremely rude about how I haven't made payments. I explained that freedom has lost payments and continued to lie about what is being done with my account and I am willing to make the agreed on monthly payment as soon as my paperwork is honored and this is all corrected as I have honored the 3 trial payments but the loss mitigation paperwork has not been honored on freedom 's end by correcting what is due on my account. She said she would see what she could do with the underwriting department and call in a week. After she was very hostile and yelled over me, I requested to have another supervisor call me back. She said someone else would call after she did all the work. At this point, I don't feel any work is being done and feel this I have to find an attorney to sort this mess out.
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| 12/17/2021 |
Yes |
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- Struggling to pay mortgage
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Web |
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I have been trying to get my loan out of Loss Mitigation since XX/XX/XXXX. I am frustrated with Freedom Mortgage to the point I have cried over this, stressed all I can, I have been super nice to your front line staff. Each conversation I have takes exactly XXXX min to get to the Loss Mitigation Department. Then at least an hour to get through to someone who can help me.
I sent on XX/XX/XXXX the scan of my driver 's license, marriage certificate, and social security cards, with the loss mitigation agreement to remove me from loss mitigation and change my name in the process. I was furloughed from my job in XXXX of 2020 and I was finally back on my feet. I thought everything was good, no one called me to say it wasnt.
I received the paperwork on XX/XX/XXXX and my name was still XXXX XXXX. I called and they said " Oh the state name " Virginia '' was cut off the top of your ID scan so we couldn't change it ( even though I sent my Virginia marriage certificate and my social security cards ). I told them I can't get the paperwork notarized because it is not my name anymore. I resent the information within 10 minutes of finding this out thinking it would be taken care of and they would immediately send it out.
I then called on XX/XX/XXXX to see where the package was with the new paperwork in it and made sure they indeed had the new ID 's reflecting my married name. They assured me it was changed and I would get it soon. I explained that I was in the process of buying a commercial property and I really needed to get this taken care of. They said just a few more days ....
XX/XX/XXXX I got a package in the mail. It was the EXACT same paperwork with my maiden name on it. It said XXXX XXXX again! OK lets start the process all over again. I was on the phone this time for 1.5 hours trying to get it resolved. I was assured it would be sent to me by XX/XX/XXXX and it would be expedited.
XX/XX/XXXX I received a call from I guess your mobile notary to come and notarize the paperwork. I tell her it is the wrong name again but I should have gotten the new one that day.
XX/XX/XXXX I called because it was not received. When I went to verify my account they asked me what my name was. I said " XXXX XXXX '' ( surely my name would be correct by now ) they said " could it be under another name? '' I cried. How can a company STILL not have changed my name? They then told me that they don't understand why someone would have told me Wednesday that no one at that level has control over when things get shipped. They would expedite it and give it another week.
In the meantime...... I am turned down for my commercial mortgage from 3 banks because my home mortgage is in modification. I can't get it modified because Freedom Mortgage won't change my name!
XX/XX/XXXX I called again. Wait time is over an hour. Instead of running my business I am on yet another hour long conversation trying to get my name changed and my paperwork right. I was told it is coming. I explained the other mortgage and they just apologized and said there wasn't anything they could do.
XX/XX/XXXX I called again. There was no wait. That was a plus. The girl on the phone can't help. She says it is processed and I will get it any day now. 5 months. 5 months of me following up. 5 months of me trying to make payments and getting mixed signals because half the staff at Freedom Mortgage says to pay it and half of them say don't pay it. I don't know what to do so I have been paying. I don't even know how much my payment is anymore so I just pay {$1600.00} I pay it in hopes one day maybe you will send me the paperwork. In the meantime Freedom Mortgage is preventing me from moving forward in life, growing my business, and ultimately increasing finances to benefit my family. I also sent an email to the XXXX email with a timeline of events. It has been over a month at this point and I am still awaiting a response.
XX/XX/XXXX I call and I speak to XX/XX/XXXX and she sates that now they dont have my marriage certificate. I email the exact same email from XX/XX/XXXX toXX/XX/XXXXalong with the customer complaint letter from XX/XX/XXXX that never responded to.
XX/XX/XXXX I called and ensured everything was taken care of with a supervisor named XXXX. XX/XX/XXXX was very nice. She told me that everything was good and I would receive my paperwork shortly.
XX/XX/XXXX, today, 6 months laterI get my Loan Modification document via XXXX and guess what. It still has myXX/XX/XXXXmaiden name as XXXX XXXX.
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| 01/25/2022 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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The borrower had a final divorce decree entered XX/XX/XXXX, which stated the mortgage for loan number XXXX for the property at XXXX XXXX XXXX XXXX XXXX, XXXX, Washington, XXXX, was to be paid by his ex-wife, XXXX XXXX XXXX. On XX/XX/XXXX, XXXX XXXX XXXX, who is not listed on the VA Loan entered into a Forbearance Plan with Freedom Mortgage Corporation for the property at XXXX XXXX XXXX XXXX XXXX, XXXX, Washington, XXXX, under false premise using the identity of the borrower, XXXX XXXX XXXX, without prior knowledge or consent. The borrower had no knowledge of loan number XXXX being entered in a Forbearance Plan until he contacted Freedom Mortgage Corporation for a copy of Form 1098 for the property to file taxes on XX/XX/XXXX. During this call, Freedom Mortgage Corporation informed the XXXX there was approximately {$6000.00} past due on payments for loan number XXXX, which the borrower was unable to pay. Once notified, the borrower contacted his ex-wife on XX/XX/XXXX, about the mortgage being unpaid and XXXX XXXX XXXX initially claimed all mortgage payments were up to date. On XX/XX/XXXX, the borrower contacted XXXX XXXX XXXX again to inquire about the Mortgage status, which she replied that loan number XXXX was entered in a Covid Release Relief. On XX/XX/XXXX, the borrower called Freedom Mortgage Corporation to inquire about the Forbearance Plan information. At this time Freedom Mortgage Corporation notified the borrower that loan number XXXX was entered into the Forbearance Plan and that the borrower was the one who authorized the plan. The borrower was also notified that the plan would expire XX/XX/XXXX. Freedom Mortgage Corporation also stated the borrower was the only authorized individual on loan number XXXX who could authorize any changes or agreements regarding the property at XXXX XXXX XXXX XXXX XXXX, XXXX, Washington, XXXX. XXXX XXXX XXXX did not contact the borrower after this regarding the mortgage. On XX/XX/XXXX, the borrower filed a police report for stolen identity with the XXXX XXXX Police Department. The borrower spoke with XXXX XXXX, and the report number is XXXX. On XX/XX/XXXX, the borrower contacted XXXX XXXX XXXX again regarding the Forbearance Plan, informing her that approximately {$12000.00} would be due to Freedom Mortgage Corporation by XX/XX/XXXX. XXXX XXXX XXXX stated she attempted to contact Freedom Mortgage Corporation to speak to them and accused the borrower of taking her off the loan account. On XX/XX/XXXX, the borrower informed XXXX XXXX XXXX loan number XXXX could be paid using the Freedom Mortgage Corporation automated payment method without needing to speak to a representative. XXXX XXXX XXXX then stated that due to the property at XXXX XXXX XXXX XXXX XXXX, XXXX, Washington, XXXX, being under the Covid plan, Freedom Mortgage Corporation could not place the property into foreclosure and stated she was to make all financial decisions regarding loan number XXXX until XX/XX/XXXX. On XX/XX/XXXX, Freedom Mortgage Corporation notified the borrower that no payment had been made to loan number XXXX and was currently recorded as past due in the amount of approximately {$12000.00}. On XX/XX/XXXX, the borrower contacted Freedom Mortgage Corporation to discuss options for loan number XXXX and came upon an agreement to extend the Forbearance Plan until XX/XX/XXXX, to provide XXXX XXXX XXXX time to make payments towards the past due amount on loan number XXXX. On XX/XX/XXXX, the borrower received a letter from Freedom Mortgage Corporation dated XX/XX/XXXX, stating the XXXX Homeowners Insurance Policy was about to expire, XX/XX/XXXX, and Freedom Mortgage Corporation was unsuccessful in obtaining a renewal or replacement policy. XX/XX/XXXX, the borrower notified XXXX XXXX XXXX and inquired about her opening a new insurance policy. XXXX XXXX XXXX stated there was no notification to make insurance payments. The borrower informed XXXX XXXX XXXX that insurance payments are deducted from the escrow account associated with loan number XXXX. XXXX XXXX XXXX has yet to reply to the borrower. On XX/XX/XXXX, the XXXX was notified by Freedom Mortgage Corporation that the Forbearance Plan has ended, and the amount of {$26000.00} on loan number XXXX remains unpaid. Freedom Mortgage Corporation also notified the XXXX the property at XXXX XXXX XXXX XXXX XXXX, XXXX, Washington, XXXX, is in Loss Mitigation Status and may be subject to a foreclosure hearing. Currently the {$31000.00} is past due on the mortgage.
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| 12/05/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I started a Covid forbearance on my XXXX XXXX loan under Cares Act after confirming with Freedom that I would have a deferral option at the end resuming normal payments and putting the balance on the end of the loan. I later extended to 18 months and confirmed again with Freedom the option for deferral at the end. Late in the forbearance I received letters from Freedom saying I should make contact 30 days before the end and I did. Although I knew I wanted the deferral, the representative had to read me all the options and I selected deferral. She told me to expect in about 30 days a package with documents to sign and return. The following is a timeline following that call.
( The calls below involved enormous hold times and repeatedly required me to start all over again from the beginning every time I spoke to someone. I have spent more than 5 hours on the phone with Freedom. ) XX/XX/21 : After 30 days no package so I called. Multiple attempts over a couple of days were necessary due to extensive hold times to reach a representative. Reached XXXX ( teller # XXXX ) who said the deferral was approved yesterday and the package was out for delivery.
XX/XX/21 : No package so called again. Reached XXXX ( teller # XXXX ) who said info I was given on last call was incorrect. Again, she said approved yesterday, but that what I was approved for was a loan modification that changes my payment and extends my loan term from 30 to 40 years, NOT the deferral option I had chosen. I asked her to escalate the call and I reached escalation specialist XXXX ( teller # XXXX ). Lots of re-telling story ; hold times ; conversation. The final result was that I would get a call from XXXX who was my assigned contact. ( Suddenly I had an assigned contact. ) XXXX ( teller # XXXX ) called me. I went over the whole scenario once again and went on extensive hold while XXXX tried to correct the situation. In the end XXXX advised ( and read me the notes he was entering to this effect ) that he sent to the proper department to be re-drawn as a deferral as I had originally requested ; that I would be able to resume my normal payments with the balance put on the end of the loan ; that there would be no negative impact of any kind to me ; that I should discard any package that arrived regarding the loan modification ; that the forbearance would continue until corrected ; and that I should receive a package for the deferral in about 30 days.
XX/XX/21 : No package, called to confirm being sent. Reached XXXX ( teller # XXXX ). XXXX says I am not eligible for deferral because I have passed 18 months, in direct contradiction of my conversation with XXXX on XX/XX/21. I asked for escalation and reached XXXX ( teller # XXXX ). 90 minutes of holds and checking and retelling the story yet again. XXXX insists that deferral is not an option for a conventional loan ( Not what XXXX said, and clearly incorrect in light of Cares Act ). She gave me 3 options that included modification, but not deferral. She was unable to explain to me why I was eligible for deferral with everyone I spoke with until now. She found XXXX notes so she is aware of that entire exchange. She said I have a new problem because I did not respond to the modification package that Freedom had instructed me to discard. She was unable to locate any call or notes from when I confirmed the deferral option and started the forbearance ; OR when I made my deferral selection ; OR to produce any notes or call where I selected the option of a modification. At one point it became clear she didnt know my forbearance was covid-related and I went on hold yet again. When she returned she directed me to a website ( XXXX XXXX so that I could see deferral is not an option, but I showed her that it clearly stated there that deferral is an option. She was at a loss at this point and told me that a supervisor would call me in XXXX hours. I never heard from Freedom again.
I see numerous complaints at CFPB showing this is systematic behavior by Freedom.
I am entitled to the deferral. It has gone over 18 months because of Freedoms deception and incompetence. I have been trying in a timely manner to resume payments and to send them money and they are obstructing that process, which should not result in any negative impact to me. I simply want what I am entitled to under Federal law and intended since the day I started the forbearance to resume my normal payments and put the balance on the end of the loan.
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| 07/25/2017 |
Yes |
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- Trouble during payment process
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Web |
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Freedom Mortgage - This relates to my previous complaint Number of XXXX. On XXXX - this was the last part of the company 's response : " With the most recent late charge assessment, this balance is now {$5300.00}. However, this amount does not include the sum of {$2400.00} in unapplied funds which can be applied toward a monthly payment. Therefore, the balance of {$2800.00} is due in order to complete your XXXX and XX/XX/XXXX payments. After this is paid, your normal monthly payment will be {$2500.00} as detailed in the escrow analysis dated XXXX. Given the circumstances, we will not be able to amend your credit or waive late fees. If you have any further questions or concerns, please do not hesitate to contact me. Sincerely, XXXX XXXX XXXX Assistant Vice President Customer Service XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX. XXXX, NJ XXXX '' However, since this date we have had continued issues trying to get a corrected payment amount from Freedom Mortgage. It has changed several times since XXXX XXXX responded. We have gotten the amount of XXXX and now XXXX. Freedom Mortgage did reverse late fees and re-applied funds for payment that were originally re-directed to address the escrow shortage - which was later found to be in error. We were told to make our new payment amount and a one-time payment of XXXX for escrow shortage and we would be all caught up and good. We did just that and contacted them letting them know we sent the XXXX to be applied to escrow. We later discovered that the XXXX was applied to late fees instead of what we verbally requested - which when we filed a complaint it was reversed but then our XXXX payment was redirected to late fees and now they claimed we missed a payment for XXXX. Once again we filed a compliant and was told on the phone that they redirected that back to our monthly payment and now everything was good. This was around XXXX of XXXX. Three days later we now get a letter stating we have missed XXXX 's payment of XXXX and will be charged a late fee. Building up to this and since the initial CFPB complaint we have had the pleasure of speaking to XXXX who communicated to us that going forward she would be our ONLY point of contact and that she would fix our problem because it had been going on too long. She mentioned that each department at Freedom works independent of each other and that in our case, she was unable to answer what was happening with our payments and our escrow. She gave us her direct number and asked that we allow them time to figure things out. When asked a direct question of what is our monthly payment that should be made - we could never get an answer on the phone. However, she did tell us NOT TO MAKE XXXX 's payment until XXXX XXXX ( when resolution was due ) and to only pay the XXXX. After waiting a few days we called back and asked for XXXX - the Service Rep said ( rudely ) that having a single POC and asking for XXXX directly was against company policy and that she had overstepped her authority. I then had to go through several people, explain the situation and finally did get to speak with XXXX again. At that time, she informed us that we were all caught up, no missed payments, no escrow shortage, and payment is indeed now XXXX ( note this is not the response provided by XXXX XXXX that allowed my original complaint to be closed! ). Now we receive the letter of missing XXXX 's payment. I learned through this experience that it is best to have proof of the confusion at Freedom Mortgage, so attached are links to two of many recorded conversions with Freedom 's Service Reps and XXXX ( which I disclosed ). All this and more can be heard. Due to Freedom Mortgage 's incompetence, errors, miscommunications, and poor customer service, I have suffered both emotional distress and financial lost. I had a low interest line of credit that the bank refused to renew because of the erroneous credit reporting from Freedom and I had to covert that line into a personal unsecured loan at over 9 % interest with a balloon payment. We have spent hours and hours on the phone trying to get this fixed since XXXX - our combined employment hourly rate is over {$200.00} an hour - so we have also lost thousands of dollars of potential income on this issue. I am begging the CFPB to do more to enforce the recovery of loses and stop mortgage companies like Freedom Mortgage from treating customers in this manner and causing financial distress and lost without cause.
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| 06/26/2018 |
Yes |
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Web |
Servicemember |
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I just reported this to the Veterans Administration Office of Construction & Facilities ManagemenXXXX Department who is trying to get me to be involved in a class action lawsuit against the builder. The law firm has been successful in suing XXXX XXXX with the the 1st development. The houses are built on clay expansive soil which causes the properties to sink. The house has known defects and I donot want the property and would like to stop paying. The VA appraised the property for less than the builders asking price. It is a brand new property with construction defects. I would like for the builder to buy it back and be reprimanded for selling defective homes to XXXX veterans. The home would be difficult to resell because of the lawsuit pending. It is 5 homes in the 1st development for sale and just sitting.
My VA Guaranty Mortgage is with originally with XXXX XXXX XXXX and they sold it to Freedom Mortgage, I am current as of today.
The following is what I sent to the VA : XXXX, you just hung up on me as I vented my frustration regarding you telling me that my only recourse was to go with the class action lawsuit versus your department contacting the builder regarding my complaint because nothing can be done until the lawsuit is over. Unacceptable!
You were my 5th call of today trying to get to the right department for help! As I explained I am a XXXX veteran and I donot have the temperament to deal with employees you have to make do their job. Also I have the option of not participating in the lawsuit especially because I have the protection of the VA. I donot want to deal with another group of XXXX for another year or two. I am XXXX years old reestablishing myself and I have had enough of the VA, Social Security, Nonprofits and State Agencies that is designed to help the veteran. The nerve of you not wanting to even start the complaint over the phone. You had an obvious attitude about that! Unbelievable! You only took the property address and not my personal contact info. What if I wasn't computer literate or even owned a computer?!
If you can't handle the situation provide me with your Department Head 's information. As a matter of fact I would like the Department Heads information to let him know how you handled the call. If it were not for the veterans you wouldn't have a job and the nerve of you to treat me this way and not even thank me for my service!
You all have no empathy towards the veteran. You think you can tell us anything and we go away, which most vets do! I had to push for information and thankfully after the 1st guy hung up on me in your dept. and I got someone who cared enough to give me the right information. I had been through 3 dropped calls, 2 no calls & One young lady in the Regional Loan Department who started to chastise me about not having an independent inspection and told me my only recourse was to call the Consumer Finance Protection Bureau ( online process ). I then pushed for the Appraisal Department who gave me your department.
The property has construction defects and I would like for the VA to handle this matter. You all appraised the property for less than the builder 's asking price. I am requesting that your department come out and inspect the home and have the builder to repair the defects under the one year warranty.
You are probably all in bed together. XXXX had quite the hook-up. I want out of this property! They can buy it back and they need to stop selling to veterans! Get some appraisers out who look out for us!
Property Location : XXXX XXXX XXXX XXXX, XXXX, AZ XXXX Builder : XXXX XXXX XXXX : XXXX XXXX XXXX Property Owner : XXXX XXXX XXXX Contact Info : Phone : XXXX Email : XXXX Defects Noted : Flooring heats up ( hot spots ) on south side of the house, kitchen bathroom areas Sloping of dirt from fence and Westside of house Blockwall Movement White Powder on Blockwall Ponding of water in back yard Ponding of water on XXXX walkway Wet ground long after rain White powder forming on ground after rain or watering ( back yard ) Horizontal cracks outside patio door Lights dimming when air comes on Air conditioning loud noises after it turns off ( noisy system ) Pipes rattling, knocking bathrooms Inadequate water pressure Doors Front and Back not opening/closing properly, gaps in front door Old/Odd smell in the house Front yard drippers not working Garage door gaps All I ask is that you please do what's right! I look forward to your response!
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| 02/19/2023 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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I purchased my home with Freedom mortgage in XXXX of XXXX and as a 100 % XXXX XXXX living in Virginia I do NOT have to pay taxes on my house.
When XXXX, which is the escrow/tax recovery company Freedom mortgage uses XXXX pulled my tax statements from XXXX XXXX they would NOT except my tax statement of XXXX $ which I am granted.
So XXXX illegally pulled the prior years records that were of the former owner and used those against me.
This is identity theft of the former owner.
And federal fraud against me as I am NOT the former owner and have different taxes, tax rates and discounts.
These are not blanket statements, but fact, as legal statutes are in place to prohibit companies from doing this.
I informed Freedom mortgage of the error in XXXX of XXXX and by XXXX had both Freedom mortgage and XXXX on the phone understanding what they did and promising to fix it.
I requested an audit of the account and was told it would take place. I have never received the results of any audit.
I was told to contact my county and pull the tax statements to help.
I reminded them of the XXXX XXXX XXXX XXXX as I am 100 % XXXX and would need help doing this, they didn't care and would not help.
My county are the ones who informed me of how XXXX broke the law and pulled the former owners tax statements.
Then to make matters worse Freedom mortgage didn't actually pay part of my taxes and blamed the county, just as the county was informing me of the non payment.
This may be confusing but by law as a 100 % XXXX XXXX with a XXXX loan it is Freedom mortgage 's responsibility to handle my taxes, not the XXXX 's responsibility.
Not only did they NOT fix it but inflated my escrow to accommodate the new tax information that was fraudulent and only months later paying the late tax bill.
This added {$300.00} a month and for the next 18 months continued to bill me and hurt me no matter what I told them.
In XXXX of XXXX I finally got someone on the phone that seemed to understand the situation and received again promises of fixing and refunds before XXXX XXXX.
This again was a lie and nothing was done.
Then a check for the last 6 months refund came in, however nothing for the prior year.
When contacted Freedom mortgage stated they couldn't send me a check for the remaining tax refund and could only refund into the escrow. This is a blatant lie as we had received the prior refund check AND it is against federal law to hold more than {$500.00} dollars in overages in escrow and those overages must be refunded to home owner.
Freedom mortgage then blamed the county treasurer for not sending them back the overages. Another lie as the county did but to an address XXXX gave them that they now " claimed was no longer in use ''.
The county treasurer when asked at ANY time during the 18 months for the refund said it was illegal for them to give it to me that Freedom mortgage had to.
Freedom mortgage agreed with this fact but said they were always waiting on the monies from the county to be given back to them after they over paid the taxes from the escrow.
Another lie as the county had proof of checks sent, not once but twice.
Freedom mortgage refused to address the situation at the start of XXXX and refused to work with the buyer in sorting this out even though the buyer is who had the documentation, tax papers, and all other proof of incident.
On XXXX XXXX XXXX the checks were refunded by the county treasurer under instruction of Freedom mortgage against federal law.
As I can only access this was so Freedom mortgage didn't have to contact me or deal with me.
No formal apology for 18 months of XXXX, no apology for the fact that the XXXX dollars per month stolen from the veteran was their food money for the month.
Freedom mortgage customer service refused to help, the tax department refused to help, XXXX refused to help.
When they finally agreed to help after threats of publishing what they had done and proving what they had done they said to always ask for a supervisor when calling in BUT XXXX me be lower customer service never allowing me to talk to the supervisor.
Now I have new bill for UNPAID taxes received this first week of XX/XX/XXXX which Freedom mortgage refuses to address.
As stated earlier I am a 100 % XXXX XXXX and am not supposed to receive tax bills as it is Freedom mortgage 's and then XXXX responsibility to pay these taxes and receive these statements.
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| 10/29/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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On XX/XX/XXXX, we applied for The California Mortgage Relief Program for the first time ever, after considering all the eligibility qualifications.
On XX/XX/XXXX, The California Mortgage Relief Program approved us for relief of {$54000.00} and sent the funds to Freedom Mortgage on our behalf.
On XX/XX/XXXX, The California Mortgage Relief Program cancelled our application because of one forced Loan Modification agreement that I made in XX/XX/XXXX to save my home from foreclosure, all while my initial California Mortgage Relief Program application was pending.
The California Mortgage Relief Program contacted Freedom Mortgage ( our loan servicer ) and requested that they send the funds back to them.
Hard financial times continued for us By XX/XX/XXXX a new set of qualifications to the California Mortgage Relief program insisted that if a homeowner had/has a loan modification, it would not disqualify them for the program after XX/XX/XXXX.
We called The California Mortgage Relief Program to confirm the new eligibility qualifications.
When we attempted to apply again, The California Mortgage Relief Programs website and application portal was inactive, corrupted, or down until XX/XX/XXXX. Between XX/XX/XXXX and XX/XX/XXXX, we called XXXX times regarding gaining access to the application portal in order to apply again, and we also checked the website. The site malfunction can be proved in several different ways within the given time. An I.T ticket was created within that time span because the apply button was greyed out and unclickable. During this period, you can imagine the financial support that we could have used, and we were still behind even with the modification.
Once the application and website were activated again, we applied to the California Mortgage Relief Program on XX/XX/XXXX and were denied basically the same day.
On XX/XX/XXXX, we appealed the denial, and were denied on our appeal basically the same day. We were baffled at how we could be denied, seeing as though we fell into all the eligibility requirements, and did not hesitate to apply. After speaking with a supervisor of The California Mortgage Relief Program, we were recommended to reapply.
We again applied for The California Mortgage Relief Program on XX/XX/XXXX We received an update on The California Mortgage Relief Programs website portal that we were approved for relief on XX/XX/XXXX.
Amount awarded, {$8100.00} On XX/XX/XXXX, The California Mortgage Relief Program notified us via email that the awarded funds have been transferred to Freedom Mortgage ( our loan servicer ) On XX/XX/XXXX, The California Mortgage Relief Program contacted us via email informing us to reach out to Freedom Mortgage ( our loan servicer ) because they have not verified with The California Mortgage Relief Program that the funds were applied.
[ The information on this bullet is purely derived from a Freedom Mortgage ( our loan servicer ) representative and supervisor. We received this information on XX/XX/XXXX, on a call with Freedom Mortgage, after receiving a confidential notice from Freedom Mortgage dated XX/XX/XXXX, on XX/XX/XXXX. The notice was a delinquency letter that stated that we were behind on all the months that we thought were being relieved by The California Mortgage Relief Program. ] On XX/XX/XXXX, The California Mortgage Relief Program contacted Freedom Mortgage ( our loan servicer ) and stated that we are not eligible any longer and that the funds were sent to the loan servicer by accident. The California Mortgage Relief Program then requested that Freedom Mortgage send the funds back. They then gave Freedom Mortgage the duty to inform us by recommending that they call us regarding our new status. We received no update of denial on The California Mortgage Relief Program website portal, or no call from The California Mortgage Relief Program to inform us.
[ The information in this bullet is a contradiction, but it is not an issue or conflict having to do with my typing or the order of information listed in this document. ] On XX/XX/XXXX, The California Mortgage Relief Program sent us notification via email stating that they confirmed with Freedom Mortgage that the awarded funds were received by Freedom Mortgage, and that the funds were applied to my loan which made me current on my Mortgage payments. Which was an awarded amount of {$8100.00}. I was told that I would not have to pay my Mortgage until XX/XX/XXXX.
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| 04/09/2021 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I applied with XXXX XXXX XXXX XXXX XXXX XXXX to refinance my current mortgage with Freedom Mortgage. Of the documents that I needed to supply XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX one was a XXXX day pay off letter from my current mortgage company - Freedom Mortgage. I requested a XXXX day pay off letter on approximately XXXX from Freedom and received it via email on XXXX. That letter is dated XXXX. I then had settlement with XXXX on XXXX. On XXXX, I called Freedom just to make sure that their auto draft system was up to date with my mortgage having been refinanced with XXXX the week before, and that my half mortgage payment ( due to an XXXX XXXX program ) would not be automatically deducted on XXXX, as would have been appropriate prior to the refinance. I was informed, via phone, at that time, that there was still a small balance remaining, that my account was not paid off or closed, and that the {$600.00} deduction would indeed be occurring on XXXX. I disputed this, as XXXX indeed paid the full amount that Freedom stated on their XXXX day pay off letter. I was then sent a 2nd XXXX day pay off letter dated XXXX. This shows the payment made by XXXX but did not reflect my {$600.00} payment made on XXXX. It does include the {$600.00} payment I made on XXXX ( also after the 1st XXXX day pay off letter was sent to me by Freedom XXXX. It also improperly lists a {$48.00} late fee, which XXXX XXXX from Freedom Mortgage verbally admitted on XXXX was a mistake. It still lists funds in escrow, which seems unnecessary as they no longer should be holding any part of my mortgage, nor do they need to pay taxes or insurance on my behalf. During this call, I asked XXXX XXXX to have my account checked from XX/XX/2018 through the present, as I started the XXXX XXXX program during XXXX and XX/XX/2018 - full month mortgage payments made XXXX, XXXX, XXXX and then half payments made XXXX, XXXX, XXXX and every other XXXX through XXXX. Instead of just paying one month ahead to start this program, I opted to pay two full payments, to always remain one full month ahead on when my payments were due. On XXXX, XXXX verbally promised that no interest would continue to accrue beyond XXXX, as the 2nd XXXX day pay off letter mentions interest through XXXX. On XXXX, I put a stop payment on any charges that Freedom would try to deduct from my bank account, and Freedom indeed attempted to withdraw my regular payment of {$600.00} on XXXX. XXXX seemed to best understand, amongst the personnel that I dealt with at Freedom, the problem and supposedly still XXXX as of my writing this on XXXX ) is petitioning that I should not owe anything. After not hearing back from XXXX XXXX, I received a 3rd XXXX day payoff letter that evening via email. I did not hear from XXXX the morning of XXXX, I then called and was promised that he would return to the call after XXXX ( to my wife, who is authorized in writing with Freedom to speak and act on my behalf, as I was leaving for work ). That return call never happened. I contacted Freedom again on XXXX, and upon not being able to reach XXXX, I was sent to XXXX XXXX XXXX ID # XXXX I think ), who gave me a new pay off figure, alleging that I owed that instead of the figures on the XXXX XXXX pay off letters and advised that if I did not pay the balance by XXXX that I would indeed owe interest through XXXX. I was then finally transferred to XXXX who promised that my account was frozen and no interest beyond XXXX was accruing. XXXX advised that he was XXXX % confident that this would be resolved before the close of business that day. A few hours later I was emailed a 4th XXXX day letter, approximately {$500.00} more than XXXX told me by phone. XXXX warned that this would arrive and claimed that every time a Freedom employee was in my account, that a XXXX day letter auto generated and emailed itself to me. XXXX called me on XXXX and promised that he was indeed still working with the appropriate parties within his company to get this resolved and that I likely should not owe anything. As of late the night of XXXX, when I am filing this complaint, I have not heard from anyone at Freedom since. I have been in touch during this ordeal with my new mortgage company, XXXX, so they are aware of this situation that Freedom has saddled me with. I do not believe that I owe Freedom anything, and if anything, I believe that they owe me a refund of one full month 's payment.
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| 10/01/2020 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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I called Freedom Mortgage on XX/XX/2020 for a payoff on my loan for my refinance with another institution. I was charged {$30.00} and told it would take 72 hours and it would be emailed to me.
I called Freedom Mortgage on XX/XX/2020 and asked if it really took 72 hours. The representative was nice and said unfortunately yes ; however, you can login to Freedom Mortgage and see a copy of what has been prepared. I was also told the email would still be sent to me. The statement has already been prepared and it still has not been emailed to me? Feels like Freedom Mortgage is punishing me for using another lender.
I called Freedom Mortgage back on XX/XX/2020 after printing the payoff ( That I was still waiting on to be emailed to me ). I asked why did they have my property tax amount included in the payoff and listed as ESCROW/IMPOUND REQUIRED. The representative was nice and said that they will be paying the property taxes. I advised the representative that my loan would be paid off before my taxes were due and that the taxes were being paid at closing. Representative advised me to write a memo and email my document showing the taxes were to be paid at closing. I emailed the Freedom Mortgage payoff statement, my loan estimate showing the taxes being collected at closing and the XXXX XXXX XXXX Commissioner bill showing that the taxes are not due until XXXX/XXXX/2020. I also Cc 'd my mortgage officer on the email in case Freedom Mortgage needed any additional information.
XX/XX/2020 I received in my email the payoff request from XXXX/XXXX/2020. I called and spoke with representative XXXX and explained in detail what was going on and that I needed my payoff corrected by removing the property taxes since these taxes are to be collected and paid at closing. I stated it was unfair for Freedom Mortgage to hold these funds and I have to turn around and pay again at my closing. The property taxes are {$2600.00}, so paying this amount twice and having to wait on someone to send a refund, is completely unsatisfactory. I was placed on hold for awhile and she came back on the phone stating she would have to request an updated payoff and the fee would be {$30.00}. I said I already paid the fee. I was informed this was a new quote. I told the representative XXXX that it was not my fault Freedom Mortgage included property taxes on my payoff that are not due until XXXX/XXXX/2020. I then told representative XXXX that the representative helping me on XX/XX/2020 should have asked me about these taxes and if they were to be handled at my closing. Representative XXXX assured me they have set procedures in place and that is not something they are required to ask. As XXXX was entering information, I asked if this would also take another 72 hours and her reply was yes. I asked if the property taxes would be removed from my payoff request and she stated that she did not know. I asked if she added notes so the preparer will know and make sure it is correct? She then added the notes. I asked for a supervisor and she said that she would have someone call me within 24-48 hours. I told XXXX that Freedom Mortgage is treating their XXXX poorly and they should not be charging me again for this payoff.
At this point all I know is that I have now been charged {$60.00} for a payoff. {$30.00} for my original request and another {$30.00} for them to remove my property taxes.72 hours turnaround for the 1st request and now another 72 hours for a payoff that I hope to be correct. Representative XXXX did argue back saying they are required to pay my taxes. I asked her how is Freedom Mortgage required to pay my property taxes when they will not be my mortgage holder.
My property taxes are due XXXX XXXX, 2020, 56 days from my initial payoff request. My refinance is in the final stage and will be closing no later than midmonth. They can not remove the property taxes from my closing disclosure because there will be no proof the taxes have been paid. Freedom mortgage is tying up {$2600.00} of my money for who knows how long. Will the tax commissioner send the overpayment back to Freedom Mortgage? Then, how long will it take for Freedom Mortgage to send me my money? At this point, I think Freedom Mortgage should pay me interest on my money they are tying up deliberately! This is an unsound practice especially when provided documentation and knowing this transaction is taking place in an Attorney 's office.
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| 12/05/2022 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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I write to you today humbly requesting your assistance. In XX/XX/2021, our home suffered flooding in the basement. In XX/XX/2021, the company performing flood remediation repairs negligently caught my house on fire. It was a catastrophic loss, and my family has been displaced from our home since that time. Luckily, our insurance company, XXXX, promptly approved our claim and has been assisting us with rebuilding our home. However, our mortgage company, Freedom Mortgage, refuses to release the insurance funds that would enable us to complete the repairs on our house.
As you may know, mortgage companies are included as a loss payee on insurance claim checks. This is to ensure that the mortgage companys financial interest in a home is protected. As such, when an insurance claim check is issued, the mortgage company is required to sign the check in order for funds to be dispersed and repairs to begin. However, there is no national standard by which a mortgage company must issue the funds. As an example, some mortgage companies require a copy of the repair estimate to be transmitted before releasing funds.
Freedom Mortgage has received the depreciated cash value ( DCV ) of the insurance payments totaling roughly {$330000.00}. The actual cash value of the insurance claim is {$480000.00}, a disparity of approximately {$150000.00}. Instead of releasing funds based on the XXXX, they are basing the release of funds on the XXXX. XXXX will release the final funds after final invoice has been sent to them.
What's more, I received a written email on XX/XX/XXXX from an escalation supervisor by the name of XXXX XXXX explaining that when I reached 95 %, I could simply give a verbal acknowledgement and they would release the remaining funds. Based on this guidance, I purchased everything required to finalize the house from my own pocket, but my contractor has had enough of Freedom Mortgage and refuses to complete the repairs until the money is released. He already has to financially outlay enough get to final invoice before he can submit for final invoice to XXXX.
Freedom Mortgage 's lack of transparency, delay tactics, and bad faith has persisted over the past 19 months that my family and I have been displaced from our home. As background, we have never missed a mortgage payment, nor have we ever been late making a mortgage payment. We are not seeking any financial assistance in making my mortgage payments. I am a XXXX XXXX XXXX veteran and my wife has been a civil servant for most of her career. We work hard and are only seeking assistance to access the funds that are rightfully ours to rebuild our home.
As a stalwart defender of consumers, you may be interested to know that this is a national issue that has impacted many families. Mortgage companies have refused to issue funds to homeowners following hurricanes in Florida and Louisiana. In response, some states have clearly delineated requirements by which a mortgage company must operate in their code. As an example, Texas code states that a lender must notify the insured of each requirement with which the insured must comply for the lender to release the insurance proceeds. To my knowledge, Virginia, our state of residence, has no such protection for consumers.
Any assistance you could provide to me and my family would be greatly appreciated.
Having your house catch fire is an enormous trauma and fighting every day to get funds- which have been issued to me and are rightfully mine- to rebuild my home only adds to this trauma. My XXXX children have been living in a hotel for the majority of the past XXXX years. My daughter took her first steps in a hotel. My son started kindergarten living in a hotel. I can not undo the trauma my children have experienced over the past XXXX years, but I can try to ensure other children are not victimized by large mortgage lenders trying, seemingly, to pad their books by keeping as much money on their ledgers as possible.
We have tried to remedy this through various means, both internally and externally. To date we have been met with only roadblocks. I have attached a response letter from the XXXX complaint where they tell me to get more money from the insurance company. They don't have a contract with the insurance company, we do. They don't have a contract with the contractor, we do. The should not be allowed to withhold funds based on arbitrary standards while my family suffers.
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| 01/23/2021 |
Yes |
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Web |
Servicemember |
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In XX/XX/XXXX, I purchased a new home, with the mortgage being held by Freedom Mortgage Corporation ( hereafter, Freedom ). From XX/XX/XXXX through XX/XX/XXXX, this mortgage was kept in good standing, and there were no late payments at any time during this period.
In XX/XX/XXXX, I began the process of refinancing my mortgage to take advantage of new, lower interest rates. I applied with XXXX XXXX XXXX XXXX ( hereafter, XXXX ), and my application began processing. As the end of XXXX approached, it became apparent that the application process would not be completed prior to the XX/XX/XXXX due date for my mortgage payment with Freedom. XXXX advised me to refrain from submitting the payment, as it would complicate the closing process. When the processing was not completed by the second week of XXXX, XXXX directed me to not submit the payment, and XXXX would pay any resulting late fees that would occur if the payment was not submitted by XX/XX/XXXX. I was notified by XXXX that the mortgage had funded and closed on XX/XX/XXXX ( refer to Attachment # 1, XXXX Closing Notice ). At this time, I considered the matter to be closed.
In XX/XX/XXXX, I received notice that my credit score had decreased more than 100 points, and quickly determined that the reason this occurred was that Freedom had reported a 30-day delinquency in the receipt of the XXXX mortgage payment. I immediately contacted XXXX, who directed me to contact XX/XX/XXXX XXXX. ( hereafter, XXXX ), who was responsible for remitting the full closing value ( including the XX/XX/XXXX late payment fee ) to Freedom. On XX/XX/XXXX, I spoke with XXXX XXXX at XXXX, who informed me that the payment had been made, and XXXX would investigate the situation and reply with an explanation.
Having received no response from XXXX, I contacted XXXX XXXX again on XX/XX/XXXX, and asked for an update. On that same day, Apex responded ( refer to Attachment # XXXX, XXXX XXXX XXXX ) that : On XX/XX/XXXX, Apex contacted Freedom regarding the late payment. After speaking with a representative, Apex prepared and submitted a letter to Freedom which was delivered via XXXX on XX/XX/XXXX ( refer to Attachment # 3, Request to Amend/Remove Negative Credit Reporting ). I note that although the letter was submitted to Freedom on XX/XX/XXXX, the letter is dated XX/XX/XXXX I do not know if this was a typographical error by Apex, or if the letter was actually prepared and/or delivered prior to the XX/XX/XXXX date.
On XX/XX/XXXX, XXXX contacted Freedom, who acknowledged receipt of the letter, and informed XXXX that a reply would be provided by XX/XX/XXXX.
When XX/XX/XXXX failed to update me, I contacted XXXX XXXX again on XX/XX/XXXX, and she informed me that Apex had not received a reply from Freedom, but Apex would call Freedom and discuss the letter that day. XXXX XXXX informed me that she would follow up withXX/XX/XXXX management in one hour of her email to me to provide me a response. She failed to do so, but sent an email to me ( refer to Attachment # 4, XX/XX/XXXXStatus Email 1 ) the following morning, which stated that the letter was under review by Freedom, and that XX/XX/XXXXshould contact Freedom between XX/XX/XXXX XXXX for a response.
After receiving no response by XX/XX/XXXX, I contacted XXXX XXXX again, who informed me that she would follow up. In the evening of XX/XX/XXXX, XXXX XXXX sent an email ( refer to Attachment # 5,XX/XX/XXXXStatus Email 2 ) which stated that XXXX at Freedom had informed XX/XX/XXXXthat the request sent by XX/XX/XXXXto Freedom on XX/XX/XXXX ( which I was told byXX/XX/XXXX had been delivered on XX/XX/XXXX ) had not been delivered to the dispute review team until XXXX, and would now not be responded to until XX/XX/XXXX. XXXX informed me that XXXX would be calling back to Freedom on XX/XX/XXXX to learn if Freedom had agreed to remove the negative entry on my credit report. At this point, I expressed my concern and frustration that I was being provided inaccurate and conflicting information, and expected to be notified by XX/XX/XXXX that the situation had been resolved, and the derogatory information would be removed from my credit report.
On XX/XX/XXXX, I received an email from XXXX XXXX ( refer to Attachment # 6, XXXX Status Email 3 ) informing me that Freedom had rejected XXXX request to have the derogatory entry on my credit report removed, and that there was no further actionXX/XX/XXXX could take.
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| 06/13/2018 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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Our mortgage loan is currently being serviced by Freedom Mortgage Company XXXX Freedom ). We are disputing a 30 days past due report that Freedom made to the credit bureaus for XX/XX/XXXX, which appears on our reports, as both incorrect and severely prejudicial to us. We request that this 30 days past due report be deleted immediately.
In approximately XX/XX/XXXX, our mortgage loan was sold and transferred to Freedom. We began making mortgage payments to Freedom via their online/web payment system in XX/XX/XXXX. For the first payment, in XX/XX/XXXX, we entered our ACH and routing numbers for our bank account and saved that information to our Freedom online account for all future online payments, and made the XXXX payment by clicking submit payment after verifying the account and payment details. In XX/XX/XXXX, and again in XXXX and XX/XX/XXXX, we submitted our monthly mortgage payments through the normal payment process -- we logged into our account via the Freedom website, verified our payment and account details ( the ACH and routing numbers had been saved previously ) and clicked submit payment. Freedom debited the correct amount from our bank account for each of these months and we had no issues with a late payment.
At XXXX XXXX on XX/XX/XXXX, as shown in the attached web browser history, we clicked submit payment after verifying the payment amount and account details as part of the normal online payment process. The next screen was a payment confirmation screen. We did not receive an error message, or any message or communication whatsoever, indicating that the payment did not go through or there was some error with the process.
On XX/XX/XXXX, we logged in to our Freedom account to submit our XX/XX/XXXXpayment. Upon logging in, we saw that our XX/XX/XXXX payment was showing as past due with a late charge. We immediately paid all outstanding amounts via the online payment system, including the late charge for the purportedly late payment.
On XX/XX/XXXX, we learned that Freedom had reported to the credit bureaus that our XX/XX/XXXX mortgage payment was submitted over thirty days past due.
On XX/XX/XXXX, we submitted a written credit reporting dispute request to Freedom and asked that they correct the inaccurate reporting to the credit bureaus. On XX/XX/XXXX, we learned that Freedoms response was that they could not honor our request. During the telephone call on XX/XX/XXXX in which we discussed Freedoms findings from their consideration of our request, the Freedom supervisory employee ( first name and teller ID provided in attachment ) admitted that their records show that we went through the normal payment process and submitted payment on XX/XX/XXXX. The Freedom supervisory employee explained that Freedoms records show the payment was submitted on XX/XX/XXXX because we submitted it after business hours on XX/XX/XXXX.
This issue has happened to other customers at Freedom, as evidenced by several recent complaints submitted by consumers to the Consumer Financial Protection Bureau. For example, on XX/XX/XXXX, another Freedom customer submitted a complaint to the Consumer Finance Protection Bureau describing the exact same payment and credit reporting issue ( Complaint Number XXXX, see attachment ) -- that he/she submitted payment through Freedoms online payment system, did not receive an error message, and subsequently learned that Freedom had reported him/her as over 30 days past due for that submitted payment to the credit bureaus.
We timely made our XX/XX/XXXX payment and our loan servicer, Freedom, has admitted the same. Freedom failed to apply this payment as required under our mortgage loan. Thus, Freedoms reporting of a late payment for XX/XX/XXXX is factually incorrect even by their own admission.
This inaccurate report of a late payment has greatly harmed us. Prior to the inaccurate report, we had a perfect credit history with not a single late payment, including no late mortgage payments across over eight years and multiple loan servicers for our mortgage loan. After Freedoms inaccurate report, our credit scores dropped by close to 100 points and we were denied a loan for a new mortgage as a result of Freedoms actions. We should not be penalized for Freedoms failure to correctly apply a payment that we timely made in full.
We request that Freedom immediately delete the inaccurate 30 days late report on our credit reports.
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| 03/15/2022 |
Yes |
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- Trouble during payment process
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Web |
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First and second forbearance plan.
Hi my name is XXXX XXXX XXXX and this is my second complain about freedom mortgage and this forbearance plan.
The reason why Im writing to you is that my mother and father in law keep applying for this forbearance plan without my consent. Since the first forbearance which was in XXXX of XXXX, I didnt know we were going through this program and unfortunately, I found out on XXXX XXXX, I was never told by either my in laws and freedom mortgage about them on this program until the date Ive mentioned above. I am a borrower to this loan and thanks to me, we were able to get the home out and Im part of the deed and the loan. Freedom mortgage failed to contact me when the loan was Transfered to them in XX/XX/XXXX about any situation regarding the home situation. This is very unacceptable.
Also, freedom mortgage hasnt answered any of my questions. Ive contacted freedom mortgage through there online system which they have refused to answer any of my questions and concerns. Here are some examples of what Ive sent them, you say, XXXX, XXXX XXXX, and XXXX XXXX signed a legally binding contract with the creditor. Amendment of any contract requires agreement by all parties ( including the creditor ). I want a copy where it says that. This forbearance was suppose to end on XXXX XXXX, why was it extended from XX/XX/XXXX to XX/XX/XXXX and without my consent? I was told that if there needed to be extension you would need my consent to do so which I didnt approve. This is a surprise to me that you ( freedom mortgage ) are continuing to do but you continue to approve without my approval? I didnt know about the other people doing this an was never told. You know that I barely found out about all this on XX/XX/XXXX.
why was this second forbearance approved? I have every right to know. I didnt consent to it at all an we all must be be in agreement but were not if the first forbearance plan was accepted without almost nothing and they got qualified for it without any paper work or agreements? How did this second forbearance plan worked? I would like copies of any signed document recording because I have every right to ask an have those documents or recordings. This second forbearance had to had some kind of agreement as I was told by most of your representatives that they wouldnt give an extension without having me involved.
Another example is, for the sake of clarity regarding the loan forbearance program, the cares act/ freedom mortgage does not require the approval of every borrower to enter in the forbearance program? I understand that no signature is necessary, but I never agreed to enter the loan forbearance program in either instance. Did either of my co-borrowers represent to your company in any way that I agreed in either the original application or the extension? If so I need all copies of any records showing that you had my consent.
All freedom mortgage say, we apologize that you did not receive the forbearance plan agreements at the time of the approval. This makes me feel that they are ignoring me. Also, that they went through with this either first or second forbearance without my consent an approval. To be honest there apologize wont change what has happened Especially them not getting in contact with me when the delinquency of the house was happening in XX/XX/XXXX. Ive mentioned before I could of done something about it but XXXX and XXXX XXXX denied for me to do anything on XXXX XXXX.
Theres a sent message on XX/XX/XXXX which says to freedom mortgage, thank you for your response. Unfortunately, freedom mortgage failed to directly answer any of my questions. Can you please review my previous email and provide direct answers?
Which are the examples above this email.
I wanted to ask you if you could please ask freedom mortgage to answer my questions Above? I really need them to stop this extension for forbearance or if it keeps on going they must stop because they have no consent on my part at all. This has been very stressful for me and I cant believe that freedom mortgage is still thinking its okay. I dont agree with them or my in laws at all. They havent even made any payments even when they are in this forbearance plan. I feel they are taking advantage of this program an I dont think its right at all plus they are taking advantage of me and I certainly dont agree with this at all.
Sincerely, XXXX XXXX XXXX
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| 02/23/2022 |
Yes |
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- Trouble during payment process
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Web |
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In XXXX of XXXX, my credit score was negatively impacted because Freedom Mortgage reported that I was late on a mortgage payment. On XX/XX/XXXX, I received a letter from Freedom Mortgage stating my mortgage payment was late. I immediately called and was told that I hadnt submitted a payment for XX/XX/XXXX. I told them I submitted the payment, and they suggested I call my bank to find out what happened. I called my bank, they assured me the payment was received by Freedom Mortgage for XXXX. I called Freedom Mortgage back and was then informed they had mistakenly indicated that XXXX was the month for the missing payment ; they then stated that the missed payment was for XX/XX/XXXX, and that the payment was returned from my bank on the XXXX of XX/XX/XXXX. This is another error because I submitted the payment to Freedom, and again, I received a confirmation email from Freedom for both the XXXX payment and the XXXX payment.
I have tried for months, to resolve this issue with Freedom Mortgage and have even provided proof of the One-Time Payment Confirmations I received from Freedom Mortgage, showing that I have submitted every payment on time. I spoke with several customer service representatives and supervisors who all stated there was nothing they could do to resolve this error.
After several more attempts to get this issue resolved, including submitting a formal letter to Freedom Mortgage regarding the error, I finally received a call in XXXX of XXXX, from a XXXX XXXX XXXX for Freedom Mortgage. In this conversation, he informed me that my Freedom Mortgage payment file had been corrected to reflect a zero delinquency payment status for the life of the loan with Freedom Mortgage. I then, immediately requested documentation reflecting my files corrected status. The XXXX XXXX XXXX sent me the information via email, and I then requested that I be sent a letter officially stating the corrected status of my mortgage account. After sending three follow-up emails regarding this request, I have yet to hear back from him or anyone at Freedom Mortgage to provide official documentation that shows the error was resolved. However, because the XXXX XXXX indicated that the issue was resolved, I did recently file credit disputes with all three bureaus to have my file updated. The response from the credit bureaus resulted in my credit reports remaining unchanged.
I have a copy of the email correspondence from the XXXX XXXX showing the zero delinquency. I also have each One-Time Payment Request confirmation, received from Freedom Mortgage going back to XX/XX/XXXX, including the payment confirmations for both XXXX and XXXX, which shows I have consistently paid in a timely manner since they bought my mortgage account from the previous lender.
I can provide bank records for the entire year which prove that I have more than enough money to pay my mortgage on time, however it appears that the root cause of this issue is Freedom Mortgage automatic payment tool which has not worked since Freedom Mortgage took over my mortgage account, which necessitated the monthly One-Time payments online.
After several months of calling Freedom Mortgage for assistance with resolving the automatic payment tool, I was finally informed that they dont provide direct assistance for the automatic payment tool. I was further informed that the only thing they could do was mail me instructions, but I have yet to receive any correspondence regarding the automatic payment tool. But more to the point, there must be an issue with their online payment tools because each month I received a confirmation for the submitted payment, yet weeks later I get a subsequent notification indicating that a payment is missing.
For the life of my mortgage, I have never been late or missed a payment. I am asking that this negative report by Freedom be removed from my credit file : XXXX : XXXX ( 30 days late ), XXXX : XXXX ( 30 days late ), and XXXX : XXXX ( 30 days late ).
If you review my entire credit file, you will see that I have impeccable payment history for all accounts and a XXXX credit score up until XX/XX/XXXX, months after Freedom Mortgage took over my mortgage account. I believe it is entirely reasonable to receive a goodwill deletion of this negative report based on the technical errors Ive been experiencing with Freedom Mortgage online payment tools and my continual attempts to rectify the situation.
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| 12/07/2021 |
Yes |
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- Struggling to pay mortgage
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Web |
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At the beginning of XXXX I realized I was going to miss my mortgage payment for the month so I called Freedom Mortgage to notify them of what was going on. I wanted to get ahead of this. The first call was on XX/XX/2021.
I called a few weeks later to see what was happening because I had received no communication from them and I became concerned about late fees and it being reported to the credit bureau and I was told that since they we working with me that my account would not negatively affected.
On XX/XX/2021 I emailed the loss mitigation department a letter explaining my hardship and attached the paperwork to back it up. I also sent pay-stubs and an electronically signed copy of my tax returns. I received no response from them. On this day I also made a {$1600.00} payment. {$170.00} was rolled forward into " suspense '' to be applied to my next payment.
On XX/XX/2021 I called again to see what was happening and it was at that time that I was notified that my email was received but the attachments were not. They had my response for 12 days and never let me know I was missing items. That evening I sent a new email with the documents needed attached. I also printed out, signed, and faxed my tax returns so that I could not be used as an excuse. I still never received a return call.
On XX/XX/2021 I made another payment of {$1200.00}.
I called again on approximately XX/XX/2021 because I noticed I had accrued late fees despite the fact that I was told that since I was actively working to get caught up, I would not be charged any. I also let him know that I would be completely caught up by midXXXX. He did reverse all of my late fees.
On XX/XX/2021 I made a payment of {$1300.00}, which got me completely up to date. I was essentially only late with one payment, in XXXX.
Soon after I got a notification that my credit score had changed and when I looked at it I realized that Freedom Mortgage decided to report my payments as late. I had been consistently working with them the entire time and it felt like they did everything in their power to NOT let me get into the hardship program.
On approximately XX/XX/2021 I called again about trying to refinance out of my PMI since my payments were caught up and my equity was high enough. I was told that my credit score would be too low to get a new loan approved. When I told him about what had happened over the last few months and how they had already agreed to reverse the late fees. He said that they realized they must have realized they had done something wrong. Later he emailed me to say that as of XX/XX/2021 they were still requesting information to qualify for hardship, despite the fact that I had completely caught up two weeks prior and no longer needed assistance. He then told me that he could not help me anymore.
On XX/XX/2021 I called Freedom Mortgage again to see if I could get the late payment credit reports reversed. She told me that I was absolutely right and that my account should have been flagged that way it wouldn't have extra fees assessed. She also told me that she had spoken to her supervisor who agreed with her in regards to reporting to the credit bureau. She then told me that the review department had a deadline on XX/XX/2021 to make a decision as to whether or not they would remove late payments they reported. XX/XX/XXXX was a Saturday so I decided to wait until the next business day to see if they would call me. They did not.
On XX/XX/2021 I called to check on the status of the credit review and this woman told me that there was very detailed notes from the previous agent that spoke with me but it was never submitted for review. After she put me on a very long hold she got back on and said that since I was never in forbearance, that they had the right to file a late payment to the credit bureau twice. She said someone should have offered me a 180 day time-span to " get back on my feet '' but no one ever offered that to me. She then said that she would submit this for review again and that they have 5 days to make their decision and get back to me.
I have been working on this consistently for the past 4 months despite the fact that I have been current with my payments for 1.5 months. It is like they are intentionally trying to NOT help me. I am finally fed up. I just want those two late payments removed from my credit report so that I can get my score back to normal.
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| 11/25/2020 |
Yes |
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Web |
Servicemember |
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Freedom Mortgage! I spoke with loan officer XXXX XXXX about going under contract on XX/XX/2020. My initial closing date was scheduled for XX/XX/2020. On XX/XX/2020, I spoke with his assistant to pay for my appraisal. On XX/XX/2020, XXXX XXXX reached out to me about the documents needed for underwriting. I provided all requested documents the same day. He told me how long the process would take and when I should expect to hear back from him. He never reached out so I reached back out to him on XX/XX/2020. He provided me with my Commitment Letter with the list documents needed. I provided all required documents needed within 5 days XX/XX/2020 with the exception of 3 item in which he needed to get further clarification. He emailed that he received the documents and will contact my later that day for more information. That was the last time I heard from him. So from XX/XX/2020 until XX/XX/2020 when I finally received the correct documents needed from XXXX XXXX I was contacting XXXX which is one of XXXX assistants but no one would give her any answers. I also reach out to XXXX XXXX a few times but he never answered. On XX/XX/2020 all required documents needed were provided. Also, during that time on XX/XX/2020 that repairs need to be completed and inspected before moving further. XXXX XXXX was aware of the issue on XX/XX/2020. Due to lack of timeliness and response on behave of the appraiser at XXXX XXXX XXXX and XXXX XXXX we had to push the first closing back until XX/XX/2020. Within that time the appraiser had to come back out a second time which he did on XX/XX/2020. However, he failed to update the lender until XX/XX/2020 causing me to have to push my closing back a second time. Third closing was scheduled for XX/XX/2020. On XX/XX/2020, I was notified by XXXX XXXX that XXXX XXXX was no longer with the company and she needs me to provide all my documents again that I previously provided him. This was three days before my third closing not to mention that I was told that the only thing was missing was the update from the appraiser. I provided all documents the same day and was told that I should have my clear to close by Friday, XX/XX/2020 at the latest Monday, XX/XX/2020. I also reached out to XXXX XXXX the processor that took XXXX XXXX position due to the lack of timeliness of her response to XXXX XXXX. My fourth closing date was scheduled for Wednesday, XX/XX/2020. The next day XX/XX/2020, XXXX reached about needing additional documents regarding a paid collection. The documents were provided the same day. On Monday, XX/XX/2020 I reached out to XXXX XXXX and XXXX XXXX for an update on my clear to close and was told that yet another thing was needed which was an employer verification which could have been completed the week before. I contacted XXXX XXXX to see if it could be expedited due me having to vacate my current living arrangements by Wednesday, XX/XX/2020 and a single mother of three. XXXX XXXX had a very nonchalant attitude with no sense of urgency. Therefore, I reached out to XXXX XXXX on Tuesday, XX/XX/2020 in which she did everything in her power to get the verification completed by noon. She reassured me that I would have my clear to close that afternoon. Here it is Wednesday, XX/XX/2020 and Im being told that Im clear to close, however I wont be able to close until Tuesday, XX/XX/2020. After being initially being told Friday, XX/XX/2020. Im trying to schedule my fifth closing but I cant get a concrete answer on my closing date because no one is responding to myself or realtor. Ive reached out to XXXX XXXX over the course of a few days without any answers. Ive left him multiple messages and have called him over 20 times but nothing. XXXX XXXX has been out of the picture for a whole month and has popped back in and is still no help whatsoever. My realtor reached out via email for answers and tried to escalate my issue, however he refused to give her the proper information and basically told her shes wasting her time because XXXX XXXX is a manager. Instead of XXXX XXXX excepting the fact that they dropped the ball he made excuses and placing blame on others. Ive reached out to the Freedom Mortgage several times and have been transferred over ten times with no answers. Trying to get in touch with the proper individual is impossible. Here I am homeless with my three children and no answer to when Im going to close on my first home.
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| 11/02/2017 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Older American |
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I think it was XXXX XXXX when I applied online to refinance my home through XXXX. I was contacted by Freedom Mortgage and began the application. My first closing date was scheduled for XXXX XXXX. Freedom arranged for an appraiser to come to my home on XXXX XXXX XXXX, and I was later contacted by the Loan Officer denying the refinance based on termite damage and peeling paint to the cedar siding on my home. I called the loan officer a couple of days later explaining that my only source of income is Social Security and the reason I needed the refinance was to get cash out from the equity in my home in order to have the repairs done. I had no other resources, and wanted to have the repairs done before the damage became worse. I asked if the cash out could be put into escrow with Freedom 's attorney pending the completion of the repairs and closing the loan. My HVAC unit stopped working. I notified the Loan Officer as she had told me not to incur any more debt or open any other credit lines. After being without air conditioning for two weeks, I called the Loan Officer again, and told her I was going to have to have a new HVAC unit installed, and would have to finance it. I was told I would not be able to get enough cash out when I refinanced my home to cover the repairs and the cost of the HVAC, and she knew I would have to find other financing for the HVAC. The new HVAC system was installed on XXXX. I later received a Notice of Incomplete Application dated XXXX, which listed Appraisal Repairs : Peeling paint ; termite damage ( termite inspection/retreatment required ). I contacted a local XXXXontractor who called the Loan Officer to be sure he understood what was needed. She told him the repairs needed to be done before the loan could proceed. Repairs began on my house on XXXX/XXXX/XXXX, and were completed on XXXX/XXXX/XXXX. I was later informed by the Loan Officer that a Title Search showed there was a lien on my property to XXXX XXXXXXXX XXXX. I told her there should not be because I had no outstanding debt to XXXX XXXX XXXX. During a phone call to the bank with the Loan Officer on the line, we were told they could not find any record of the lien. I spent 2 hours on XXXX/XXXX/XXXX and again on XXXX/XXXX/XXXX I spent another 2 hours in the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NC. There was no outstanding lien to XXXX XXXXXXXX XXXX, but there was one from XXXX linked to an Equity Line at XXXX. The XXXX Equity Line was replaced by an Equity Line to XXXX XXXX XXXX when XXXX XXXXXXXX XXXX was bought by XXXX, but they neglected to release the lien when it was replaced by one to XXXX XXXX XXXX. After 2 days on the phone, I located the area at the bank that could do the research and release the lien. The closing date was set for XXXX/XXXX/XXXX. I later received another call moving the close date out a week because another credit report had been ordered. On XXXX/XXXX/XXXX, I received a call informing me the refinance of my home had been denied because my credit score had fallen below what is required by FHA. Financing of the new HVAC was a major reason. I do not dispute the refinancing of my home, but I now owe a contractor {$8000.00} for repairs to my home that I never would have had done if the Freedom Mortgage Loan Officer had not told me to have them done. Freedom 's Customer Advocate told me not to make my XXXX and XXXX mortgage payments to XXXXXXXX XXXX because they would be paid off. Only because of what he told me, I did not make the XXXX payment on XXXX/XXXX/XXXX, and used those funds to catch up on some utility bills I was behind on. It was after those funds were applied to utility bills that I learned the refinance was denied. Because I am now behind a payment on my existing mortgage, it was necessary for me to apply for a Hardship Remodification of my mortgage. Freedom Mortgage has denied any responsibility for the cost of repairs to my home, and I have no way of paying the contractor.His is a small business just trying to become established in the area, and told me he does n't know how he can take this loss. He can not complete work begun on another house until he is paid for the work done on my home. I am XXXX, and receive only XXXX XXXX and XXXX in the amount of {$15.00} a month. I have spoken to a Freedom Mortgage representative on their escalation team, but my calls and messages have gone unanswered this week.
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| 02/15/2018 |
Yes |
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- Trouble during payment process
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Web |
Older American, Servicemember |
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1.I refinanced this home in XX/XX/XXXX after I retired from the XXXX and chose a variable rate ( 2.5 % ). Of course, the loan originator sold the loan - to Freedom Mortgage ( FM ). For about the first 3 years under FM, I was constantly barraged with phone calls and letters asking me to convert to a fixed rate ( a higher interest rate, of course ). I repeatedly indicated that I did NOT want to do this since my rate was guaranteed for 5 years.
2. This home has been a rental since I left it upon duty reassignment subsequent to purchasing the home and throughout the remainder of my XXXX XXXX service. Upon retirement, I allowed my son and his family to live there with his rent being the mortgage payment. Due to the timing of his pay and other expenses he is always late making the payment but he has ALWAYS made the payment plus the late fee.
3. On XX/XX/XXXX my son attempted to make the XX/XX/XXXX payment and late fee online. Of course, FM had also added the XX/XX/XXXX payment due which doubled the amount due. My son could only make one payment and the FM website would not allow him to change the amount of payment being submitted. So, he gave me the cash and I mailed a check for XX/XX/XXXX payment plus late fee ( {$730.00} ).
4.On XX/XX/XXXX the payment with the late fee for XX/XX/XXXX was made on line, as usual. However, FM had charged twice for the late fee which caused my son 's payment to return as NSF. ( Instead of the usual {$18.00} late fee, they charged {$36.00}. He paid it thinking this was the usual amount he paid but actually only had funds to cover the payment with the usual late fee amount ).
4. On XX/XX/XXXX I called FM since the payment for XX/XX/XXXX was still sitting in my son 's bank account and I had received the statement indicating the overcharge of {$18.00}. FM assured me they had received the XX/XX/XXXX payment and also acknowledged an over charge of {$18.00} which I was told by the representative was applied to the principle, not refunded or credited. Of course I was not pleased by the overcharge or the way they handled the reimbursement so a supervisor indicated she would apply a waiver to one future late fee and that this would be notated on my account.
5. On XX/XX/XXXX, my son received notice that the XX/XX/XXXX payment ( the payment they assured me they received ) was returned for insufficient funds. I called FM on XX/XX/XXXX. Again there was a supervisor involved because they caused the NSF action by overcharging the late fee and now a NSF fee would be added. That super indicated he would waive the NSF fee and again, take care of the late fee overcharge. Again, this would be indicated in notes on my account. That same day I mailed a check for the XX/XX/XXXX payment plus late fee to FM. After 9 days, it still had not cleared my bank. Concerned that my check was lost in the mail or mail fraud during the XXXX season, I made another phone call to FM on XX/XX/XXXX or XX/XX/XXXX and spoke with another supervisor who told me there were NO notes on my account! At this point, we agreed that I would make the XX/XX/XXXX payment by phone with the phone fee waived. When I queried him whether stopping a payment would result in an NSF fee, he assured me it would not or that I would not be charged. I then called my bank and put a STOP payment on the check. I WAS subsequently charged a fee ( {$25.00} ) by FM for stopping the payment, which has not been reimbursed or applied to the principle as of this writing. FM does record conversations so all this can be verified.
6. It appears that the late fee overcharges were applied to the principle, against my wishes. I was told I could opt to have them placed in " unapplied funds '' and deduct that amount from my next payment or request a refund. I was counting on applying the overcharges to a subsequent payment. FM just does what they see fit regardless of the customer preferences. If I could afford to make additional principle payments I would!
7. The real problem is that we as consumers have no choice who covers our mortgage. This is outrageous and the practice needs to stop. Maybe then you would receive far less consumer complaints. At best, the VA Department needs to reconsider whether FM should be an option to handle a VA mortgage. I've had many mortgage companies over the last 18 years because of all the " selling '' and Freedom Mortgage is by far the worst.
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| 02/09/2021 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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On XX/XX/XXXX I was contacted my Freedom Mortgage representative XXXX XXXX which stated he was a loan adviser NMLS # XXXX XXXX NMLS # XXXX. He stated that he could offer me a lower rate on my mortgage if I refinanced with them, through an FHA streamline refinancing. I informed him at the time that I had a second mortgage through XXXX and that I was told they will not subordinate the loan. I was told by Mr. XXXX that it would not be a problem, and they would be able to refinance my FHA loan through a FHA streamline refinance even with the second mortgage and XXXX XXXX not willing to subordinate. I sent in the requesting documentation on XX/XX/XXXX and sign the agreement to apply for the refinance.
On XX/XX/XXXX I was contacted by XXXX XXXX from XXXX closing a title clearing coordinator XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, PA XXXX Phone : ( XXXX ) XXXX XXXX Fax : ( XXXX ) XXXX requesting proof of a utility lien from the county of XXXX that I had paid off. I sent in proof of the release of the lien and that it had been paid.
On XX/XX/XXXX I received another email stating I needed to sign more documents because they needed to extend the time to process my loan. I proceeded to sign the documents as requested. I also sent in documents to XXXX docs the email address provided by Freedom mortgage that contained my payment history to XXXX ( 2nd mortgage loan ), a loan detail statement, and a payment history from XXXX that were requested by Mr. XXXX from Freedom mortgage on XX/XX/XXXX. At this point I reiterated that I have a second mortgage and I do not believe they will subordinate the loan and I was told it would not be an issue.
On XX/XX/XXXX I received an email requesting that I sign more documents extending the loan time, and terms offered because they needed additional time to process my loan.
On XX/XX/XXXX I received an email by a person named XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, PA XXXX O : XXXX F : XXXX XXXX : XXXX who stated they are a " customer advocate '' and they requested the same documents previously provided. They requested bank statements showing payments to XXXX XXXX, proof of payment history to XXXX and a copy of the note from XXXX. I informed the representative that I was told they will not subordinate and they provided reassurances that it would not be an issue. I sent in the requested documentation even though I had already sent it to Freedom Mortgage previously.
On XX/XX/XXXX I received an email stating I needed to sign loan documents once again extending the terms to refinance my FHA streamline refinance.
On XX/XX/XXXX I received a call from XXXX XXXX of Freedom Mortgage requesting the release of lien documents from XXXX XXXX XXXX that I had already previously sent to XXXX XXXX from XXXX closing in XXXX. I also forwarded this document to XXXX XXXX as requested by XXXX XXXX.
On XX/XX/XXXX I received a follow up email from XXXX XXXX saying that is not what she was requesting and that she wanted once again the note from XXXX. I told her that I had already provided all the documents they requested and I wanted to know why they were requesting the same document multiple times. I expressed concerns about their ability to refinance my loan and I was provided assurances that they were able to refinance. They then informed me they were sending my loan to the closing department to complete the process.
Today XX/XX/XXXX I received an email from XXXX XXXX stating that I need to provide proof of the release of judgement from XXXX XXXX XXXX. The email stated that it was in the amount of {$10000.00}. When I replied I informed Ms. XXXX that I have no knowledge of any judgements against me or my property, and the I did a county record search and no such lien or judgement came up. I did not receive any response. I did notify them that my second mortgage was in that amount of XXXX but it was with XXXX and the current balance is XXXX and the loan is current. I was then told by a telephone representative that they have all the supporting documents and that they do not need anything else.
I do not believe that Freedom mortgage is able to refinance my loan at this point, and I believe that they are continuing to attempting to mislead me and obtain personal and financial information from me illegally by saying that they are going to refinance my loan.
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| 10/19/2022 |
Yes |
- Mortgage
- Other type of mortgage
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- Trouble during payment process
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Web |
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I was originally issued my first drawl of XXXX, which my bank wanted to put an XXXX business day hold on it. They ended up waiving this hold when I showed them pictures, paperwork, etc. This XXXX has been utilized by paying for the following ;!. Rebuild my house on the tornado side. Required before they could put on a new roof.
{$6.00}, XXXX XXXX. New roof- {$15.00}, XXXX XXXX. XXXX XXXX company that came in and completely dried out my house. They were not registered to be directly paid from my insurance company so insurance paid me their bill, and then I pay them. This bill was {$13.00}, XXXX. XXXX XXXX XXXX XXXX was willing to let me pay exactly half of this bill because I kept in good communication with them and they also knew that my home insurance AND my mortgage company have drug their feet and did everything possible to make me sit around and wait. I paid XXXX {$6.00}, XXXX and still owe them {$6.00}, XXXX.
XXXX. My bathroom vanity, flooring, lighting, etc items that HAD to bought BEFORE any work can get started, had to be bought. This was around {$7000.00} XXXX. I had to order my bedroom and bathroom flooring now because it was on back order. The deposit for this was : $!, XXXX.
XXXX. These are all things that I personally have taken care of and facilitated before I found a general contractor. My general contractor has not received ONE penny yet of his deposit to even get started.
XXXX. Electric, insulation, and drywall are the next things that are scheduled and will take the remaining {$5000.00}.
I had an inspection on Sunday. This inspector reported that only XXXX XXXX of visible work had been completed. Freedom Mortgage said today that I will only be getting {$2000.00} more dollars on my XXXX drawl. I asked them what would I do with XXXX, XXXX dollars, on a house that has a current claim of over {$110000.00} dollars in damages. I asked Freedom Mortgage how would I even be able to give my general contractor his deposit down for him to start working? How would my general contractor begin to purchase siding and gutters for the outside and supplies needed to work? How would any additional work get started to start showing additional results with no money to pay for these items.
The inspector that came to my house did NOT even ask to see what supplies have been purchased. Nobody at Freedom has asked what supplies has been purchased. I am not sure how any realistic person thinks they will start seeing immediate results when 4 rooms don't have ceilings or any flooring, STILL TODAY. The electric getting serviced by an electrician will cost money. It is important for the safety of me and my home, although this is not exactly something you can take a picture of and prove immediate results with either. But for the inspector that came to my house on Sunday, to come in and not ask about any of the " behind the scene '' production that has been purchased, and supplies that cost money is really unorganized and seems like another ploy to stall. I have a general contractor that is ready to get started but is running a business and requires a deposit. This is entirely expected.
Again, {$6.00}, XXXX will NOT even be going towards any rebuild of my house. This is the remaining balance for the water restoration company. This water restoration company sent me a certified letter on XX/XX/2022, stating that they plan to file a Mechanic 's Lien against my house. I have this letter if anyone would like to review it. I can't move forward on any of my house, whatsoever right now, and is absolutely uncalled for Freedom Mortgage to offer to give me XXXX additional dollars towards my house that currently has over XXXX in damages too. This XXXX drawl, will not even put a dent in the remaining balance to the water restoration company balance, and should NOT even count towards any part of my house rebuild. The rebuild estimate side is separate than the water mitigation estimate side on my XXXX estimate, yet is lumped in with my rebuild house drawls. If you take the XXXX of my first drawl, and minus the XXXX, XXXX that I paid towards the water mitigation bill, I think I did amazing job at utilizing the XXXX, XXXX towards getting my house started. I need meaningful drawls to pay a GC to start making progress. Otherwise, {$2000.00} will not be going towards any rebuild of my house because it cost money to rebuild a house.
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| 07/14/2022 |
Yes |
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Web |
Servicemember |
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On XX/XX/2022, we closed on a refinance of our home, taking out additional funds to pay off our creditors and consolidate our bills all to our mortgage.
We refinanced our existing loan through our current mortgage providers, Freedom Mortgage Corporation. XXXX XXXX XXXX XXXX XXXX ) was the company who processed most of the mortgage. They were given the cash funds for our creditors to be dispersed into checks.
They dispersed 8 checks to us, from their XXXX XXXX XXXX on XX/XX/XXXX and all 8 checks were delivered to us via XXXX. Unfortunately, addresses with po box , which is every creditor we had, can only be mailed to by USPS. Our checks were stolen from the post office, we have provided memorandums from the Special Agent on the case ( at least 30 victims ), sheriff report, had a check returned for fraudulent use, demanded to cancel 7 of the 8 checks before they were cashed- this did happen once the fraudulent check was returned, but still too late as 2 checks had already cleared their bank.
As of yesterday, the XXXX of XXXX XXXX XXXX informed me, after 122 days after the checks were issued, I believe USPS acknowledged that they were having an issue with an employee that was stealing checks and cashing them. Have you followed up with them to see if they will advance these fees?
I am a victim of theft and the closing company/banking provider is asking me to get remedy with the USPS? Seems very dismissive. They also now are saying possible theft after proving with both law enforcement statements but also the other returned check for fraud. It is our money we are paying interest on, but since the money was distributed through their banking account, my hands are tied and at this point with the response I am receiving, I doubt any action is actually being taken.
Here is a detailed timeline of events : *On XX/XX/2022 between the XXXX and XXXX we purchased 8 priority mail envelopes at the XXXX XXXX approved USPS office XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX counter. The employee stamped each envelope with appropriate postage. ( {$8.00} an envelope ).
XXXX XX/XX/2022 I called the XXXX USPS office as all 8 tracking numbers showed XXXX movement. Was informed no envelopes at the facility. Was referred to the USPS at XXXX XXXX XXXX, XXXX, XXXX XXXX. I phoned the USPS with XXXX resolutions.
XXXX XX/XX/2022 reached out to XXXX XXXX to cancel lost checks, as XXXX checks were processed as payment through creditors and XXXX movement reflected on tracking information - told must wait 30 days.
XXXX XXXX XXXX XXXX XXXX received returned check made to XXXX XXXX XXXX XXXX XXXX {$1800.00} ) for fraudulent activity causing for bank to investigate the other XXXX checks.
*Upon investigation checks made to XXXX XXXX {$2700.00} ) and XXXX XXXX XXXX {$2400.00} ) cleared the bank on XX/XX/2022 ( attached copies of endorsements ).
*The other XXXX checks ( approximately {$40000.00} ) were able to be stop payment and reissued. ( The originals are still lost. ) *At this time the stolen checks that were cashed was a total of {$5100.00}.
XXXX XXXX ( Friday ) a local police report was made with the XXXX XXXX. They informed me it was out of their jurisdiction but still made a report. Case XXXX XXXX XXXX ( Monday )XXXX Sheriff contacts us to let us know the theft is part of a larger criminal activity and I would be getting contacted by a special Agent from the Inspector General. ( All of this correspondence was forwarded to XXXX XXXX ).
XXXX XX/XX/XXXX, the memo expressing our checks were part of this crime, from Special Agent XXXX XXXX XXXX was forwarded to XXXX XXXX
We followed up weekly and never could get a straight answer or who was working our file to help get our stolen funds back.
After months of different staff being assigned our case and another follow up from us, I was asked on XX/XX/XXXX if we had any legal documentation to provide to help support our case of theft.
As of yesterday the VP sent the email I referred to in the beginning of seeking remedy with the USPS.
The overall complaint- we still havent been refunded for the stolen money and now the company is suggesting remedies that are not only ridiculous but insulting. We did not get services paid for by this company. We are paying double payments as the money was to pay off a credit card and now it is also on my mortgage
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| 08/01/2020 |
Yes |
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- Trouble during payment process
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Web |
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Consumer Financial Protection Bureau Consumer Complaint Date XX/XX/XXXX Re : Consumer Complaint against Freedom Mortgage Mortgage Loan # XXXX XXXX XXXX XXXX Property ; XXXX XXXX XXXX XXXX, XXXX, CA XXXX Attn : Consumer Financial Protection Bureau.
To whom it may concern, I, XXXX XXXX XXXX, am filing a complaint against Mortgage Servicer, Freedom Mortgage for several reasons that include false credit reporting placing my livelihood and home in jeopardy, and mismanagement of the loan associated with my primary residence XXXX XXXX XXXX XXXX, XXXX, Ca. XXXX.
Background, I purchased my home in XXXX and had an FHA mortgage through XXXX XXXX.
XXXX XXXX transferred the loan to Freedom Mortgage in XX/XX/XXXX. Unfortunately, it was the same month I had to file for Chapter XXXX bankruptcy due to medical ills and loss of income.
The problem with Freedom Mortgage began in XX/XX/XXXX when the denied me access to my account online and refused to speak with me regarding my loan stating they could not due to the bankruptcy unless my bankruptcy attorney sent them a letter indicating that it was appropriate to continue to speak with me and allow me access to my mortgage. Although, Freedom Mortgage did not accept the attorneys request and did not allow access.
Moreover, in XX/XX/XXXX ( see Exhibit A ) Freedom Mortgage filed a petition to include the hoe in bankruptcy because of arrears. However, they could not provide documentation to the trustee and in fact, the petition Freedom Mortgage filed showed a surplus of funds in escrow. The Trustee denied their request, and the property was exempted from the Chapter XXXX filing.
Again, in XX/XX/XXXX ( see Exhibit B ), Freedom Mortgage filed a past due amount of {$650.00} stating fees associated with the bankruptcy. However, there were no arrears noted in the petition.
Additionally, Freedom Mortgage discontinued reporting my loan to the credit bureaus and began sending erroneous statements indicating unrecognizable amounts owed. Regardless, I continued to pay my monthly mortgage payments.
Fast forward to XX/XX/XXXX, and I was able to pay off my Chapter XXXX creditors and was successfully discharged. I called Freedom Mortgage in XX/XX/XXXX to ask them to allow me access to my online banking as well as begin showing property monthly statements. At which, time they said that I was behind by {$8800.00}. I went ahead and sent a check just so I would be up to date until I could resolve the discrepancy. However, after thirty days went by and the check wasnt cashed, I called Freedom Mortgage again and they stated they never received the check. Therefore, I sent {$10000.00} XXXX XXXX.
However, after repeatedly asking them for proof of arrears with no response, I sent a letter in XX/XX/XXXX, showing my payment history with supporting bank statements. I received a reply from Freedom Mortgage on XX/XX/XXXX ( see Exhibit C, ) indicating that they received my letter and would respond within 30 days. They never did respond.
However, they did begin reporting to XXXX credit Bureau showing 180 days late. This devastated my credit score, even as I was beginning to recover from the bankruptcy.
At any rate, I contained to contact them and to no avail. They sent me two accounting reconciliation reports that show payments reflect against arrears but the statement to not support my payment history. For instance, they show a XX/XX/XXXX payment was applied to a XX/XX/XXXX bill, yet there should be no arrears in XXXX.
Finally, in XXXX I phoned again, asking why my statements continue to reflect late payments, and rather than addressing my call, they sent me a demand letter on XX/XX/XXXX.
I have spent months trying to resolve this with Freedom Mortgage and yet their behavior and negligence is egregious. My credit score is ruined, and now they want to foreclose on my home.
I appreciate your assistance with this matter and welcome a letter from you to Freedom Mortgage asking for their compliance with these requests and to resolve this matter.
The most egregious is the fact that they have inappropriately reported false information to credit bureaus damaging my credit just as I was successfully discharged from Chapter XXXX bankruptcy.
Sincerely, XXXX XXXX XXXX Addendum Exhibit A, B and C Letter to Freedom Mortgage stating I was filing a complaint with the Consumer Financial Protection Bureau
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| 10/19/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
Older American, Servicemember |
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XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX, Customer Advocate Freedom Mortgage Corporation XXXX XXXX XXXX XXXX XXXX XXXX VIA EMAIL XXXX XXXX, Florida, XXXX XXXX XXXX XXXX RE : Loan # XXXX, SUBJECT : Credit Report : XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX Dear XXXX XXXX, I do not know who I am able to contact at Freedom Mortgage to resolve a very serious problem, but you are listed in XXXX as a Customer Advocate, so I am writing to you. I received a Notice from a Credit Reporting Service I belong to and was shocked and bewildered that Freedom Mortgage had the audacity to actually report that I am delinquent on the above referenced mortgage loan. XXXX XXXX notified me that you reported my account to XXXX and XXXX as delinquent and my rating went down XXXX points. Not only is this irresponsible and unjustifiable, and bordering on liable and defamation, but is totally illegal. I have been in conversations with your customer service for several weeks regarding this account and Freedom Mortgage received the same amount I have been paying for months, on time each month, and because you changed the escrow amount without my knowledge, you misapplied my payments. I am enclosing with this letter written proof that my bank submitted the full amount of my payments for every month for the last six months through XXXX XXXX XXXX XXXX XXXX. For Freedom Mortgage to submit a delinquent notice to XXXX XXXX and other credit reporting agencies when all payments were made on time is immoral, illegal and a breach of your fiduciary duty. Furthermore, due to your irresponsible actions my credit rating has been reduced by over 60 points, which is grounds for a lawsuit based on precedent. See Court of Appeal, XXXX XXXX, XXXX XXXX, California. Alan R. SPORN, v. HOME DEPOT USA , INC. I have been building up my credit over the last two years from the previous Freedom Mortgage false claims to credit bureaus and will, in fact, pursue this to its fullest if it is not immediately reversed.
I am, therefore, filing this formal complaint with you personally and Freedom Mortgage, along with the government agencies copied on this letter. Furthermore, I am demanding that you immediately rescind your negative report to all three Credit Bureaus and advise them that the delinquent notification from Freedom Mortgage is null and void and that any misunderstanding is entirely the fault of Freedom Mortgage and that any negative effect on my credit score should be immediately reversed. Furthermore, any and all late charges initiated by Freedom Mortgage be immediately reversed. Any delay will be construed as a default and breach of agreement and will result in further investigation of legal action against Freedom Mortgage.
Respectfully, XXXX XXXX Encl Cc : Executive Director - Residential Servicing, Freedom Mortgage Company, XXXX XXXX XXXX XXXX, Indiana XXXX Via Email XXXX XXXX XXXX XXXX XXXX, Senior Executive VP Residential Servicing via email XXXX XXXX XXXX XXXX XXXX, Executive VP & Executive Advisor to the CEO via email : XXXX XXXX XXXX Director of Customer Care via email XXXX XXXX XXXX XXXX XXXX Operations Manager via email XXXX XXXX XXXX XXXX XXXX Director via email XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX Senior Vice President XXXX XXXX XXXX, XXXX, PA XXXX via email XXXX XXXX XXXX XXXX XXXX , XXXX XXXX , XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, GA XXXX via email XXXX XXXX, XXXX XXXX, Sr . Manager, XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, TX XXXX via email XXXX XXXX XXXX of XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX XXXX CA XXXX via email XXXX XXXX XXXX XXXX XXXX XXXX, Attn : Consumer Services, XXXX XXXX XXXX, XXXX XXXX, XXXX, CA XXXX XXXX XXXX XXXX XXXX XXXX New Jersey, Attn : XXXX XXXX, XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX, NJ XXXX via online complaint.
XXXX XXXX XXXX XXXX XXXX Florida, XXXX XXXX XXXX, XXXX XXXX XXXX, FL XXXX via online complaint.
Department of Housing and Urban Development, XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX, XXXX, NJ XXXX Consumer Financial Protection Bureau , XXXX XXXX XXXX XXXX , XXXX, DC XXXX via email XXXX State of California, Department of Justice , Attorney General 's Office , Attn : Consumer Complaints Dept. , XXXX XXXX. XXXX XXXX, XXXX, CA XXXX via online complaint.
Florida Office of Financial Regulation, XXXX XXXX XXXX XXXX. XXXX FL XXXX XXXX.
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| 04/30/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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I started the loan refinance process on XX/XX/2021. Appraisal, verification of employ, verification of income and ALL documentation requested by the lender was submitted by the first week of XXXX. From the beginning of the process, I was very clear that I did not want to wrap my closing costs into the loan amount and stated multiple times throughout the process that I would bring cash to close. I wanted the loan amount to be {$90000.00}. Many times I was told that my file would be updated. I stated this to XXXX XXXX XXXX in an email dated XX/XX/2021. On XX/XX/2021 I received a CD from XXXX XXXX XXXX with an incorrect loan amount. I replied to him XX/XX/2021 stating that the loan amount was incorrect. I received no response from him or anyone else. On XX/XX/2021 I received an email that my closing was ready to be scheduled. I called Freedom Mortgage that same day and spoke to XXXX XXXX who stated that she would note the changes/problems in my file. I requested an update from XXXX XXXX on XX/XX/2021. She requested some time to look into it, but I didn't get a response. On XX/XX/2021 I submitted my two most recent bank statements showing I had funds available to close to XXXX XXXX as requested. I asked XXXX XXXX for an update on XX/XX/2021 and reiterated that my loan amount should be {$90000.00} and I would bring cash to closing for the closing costs. XXXX XXXX replied verifying my loan amount and stated that my file had been sent to underwriting. I was issued a CD on XX/XX/2021 and I signed it on XX/XX/2021. That CD had the correct loan amount and a closing date of XX/XX/2021. I spoke to the closing department on XX/XX/2021 and was informed that closing was not possible on XX/XX/2021. The earliest closing date would be XX/XX/2021. The man I spoke to in the closing department stated the amount I would need to bring to closing. I informed him that amount was different from the amount I saw on the CD and asked him why it was different. He told me he didn't know why there was a difference and that I would be issued another CD 3 days prior to closing and at that point I could ask them my questions. On XX/XX/2021 I emailed XXXX XXXX XXXX ( Loan Originator NMLS ID # XXXX ) and informed him that i had not received an updated CD and it would need to go out ASAP in order to make the 3 day requirement for TRID. I received no response. On XX/XX/2021 I received another call from the closing department stating that I needed to schedule my closing. I stated that I already had a closing scheduled for XXXX. on XX/XX/2021 and received an email confirmation stating such.
I was transferred to a closing escalation specialist. I was given many reasons as to why my closing was cancelled. First it was the title company didn't get the docs needed. I contacted the title company and nothing was requested of them and they had received no closing instructions or docs. Then I was told there was a software glitch in the closing/docs department at Freedom Mortgage and my docs didn't go out in time. According to the escalation specialist the system had been down Friday evening and all weekend. After that I was told that the loan amount changed, they put my closing costs back on top of the loan so it had to go back to underwriting. Those reasons were all given during the same phone call. I received a phone call from the closing escalation specialist on XX/XX/2021 stating that my loan amount had been corrected again and my file had been sent back to underwriting. I asked why it had been sent back to underwriting and was told it was because I changed my loan amount. I stated again that I did not change my loan amount, and that it should have been {$90000.00} all along. I asked when closing would be rescheduled and was told hopefully in a couple of days after my file came out of underwriting. I sent an email the evening of XX/XX/2021 to everyone who had contacted me during the process including my loan officer, along with everyone who had emailed the title company from Freedom Mortgage 's closing department totaling 15 employed by Freedom Mortgage. I didn't get a response from anyone. I left a voicemail message for XXXX XXXX XXXX since he is listed on the CD I signed as the loan office stating that I want to know what is going on with my loan and closing. I have heard nothing and have no clue why my loan is not closing.
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| 03/11/2021 |
Yes |
- Mortgage
- Other type of mortgage
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- Trouble during payment process
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Web |
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My mortgage was transferred to Freedom recently. On XX/XX/XXXX, I wanted to make a payment for half the XXXX amountdue. I was going to make the rest the week after. However, when I made the XXXX dollar payment on the website, it went to principal only, which was not what I intended.
On XX/XX/XXXX, when I logged on to make the remaining payment, I realized what had happened. I knew it had been applied to principal because it was still showing the full amount due. I called Freedom and they said they could process a refund after 10 days, so call back on the XXXX, because that would be the 10th day. ( Call 1 ) XX/XX/XXXX, I called and was told by a man that I would receive the refund in 24-48 hours. ( Call 2 ) XX/XX/XXXX, it had been 48 hoursand I had not received the refund. I called and spoke to a woman. She said I did not receive the refund because I had not provided my bank account information. Why didn't the man ask me for it on the phone? I gave my bank account info anywayand remained polite and respectful. He made a mistake, no big deal. I was told my refund would arrive in 24 hours. ( Call 3 ) XX/XX/XXXX, I called and spoke to XXXX who told me I hadn't received my refund because I hadn't given proof of the transaction leaving my account. Then she said, I see that it was more than 10 days ago, so you won't need proof. I asked what I should do, and she said she didn't know. I asked to speak to a supervisor. I spoke with XXXX and she told me the same thing. She told me she would work with the dept who processes the refunds and tell them to put it through. She assured me I would have the money in 24 hours maybe the day after. She told me I did NOT need to send proof. She told me my refund would arrive Friday or Saturday, which was 1-2 days from then. I thought it was finally figured out because she was so reassuring on the phone. ( Call 4 ) XX/XX/XXXX, I called and spoke to a man who again requested proof, then again said I do NOT need to send proof because it had been over 10 days. I did not send proof because I was told not to ( twice ) ( Call 5 ) XX/XX/XXXX, I received a vm from XXXX but I was at work so I called back. I called twice. Once I spoke to a woman and she said I needed to provide proof. I explained what had been happening and requested to speak to XXXX. No one could find XXXX. I did not have her badge number, that was not their fault. XXXX took a message for her. I asked for a call back in about 40 minutes because I was going into a doctor 's appointment. ( Call 6 ) The second call on XX/XX/XXXX, I was informed XXXX was out of the office that day, and I explained the situation again and asked to speak to a different supervisor. I spoke to XXXX XXXX. He said when they told me I did not need to provide proof, that was misinformation. Every time they send the request to the dept that processes refunds, they reject it because there was no proof that the XXXX was deducted from my account. Then, I am told repeatedly by customer service, even a manager, that since it has already been 10 days ( much longer at this point ) I should NOT need to provide proof. I sent proof to XXXX and he confirmed he received the email. He said he worked 11-8 the following day and would check on it as soon as he got in, and throughout the day. He said the refund processing usually takes 24 hours. ( Call 7 ) At this point I had made at least 7 calls and spoken to I think 9 different people, including 2 managers or supervisors. It has been 3 weeks or about 21 days since I made the 700 dollar payment and I have received no refund as promised multiple times. When I call, I am told something different every time. I have not heard from XXXX. XX/XX/XXXX, after almost 24 hours, I emailed him again asking for an update. Today is XX/XX/XXXX and I emailed him again this morning.
I would like this issue escalated further. First, I would like a written promise date for my refund to be released to the bank. Then, I would like to find out why I was given misinformation so many times. They even gave me 2 different amounts that I needed to provide proof for. I would like a written promise date, a reason for everything that has happened, and I would like my refund by the end of the day Friday, XX/XX/XXXX. I have also written to Consumer Affairs, the XXXX and the Attorney General.
Thank you, XXXX
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| 02/20/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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Dear Sir/Madam : My name is XXXX XXXX XXXX XXXX and this letter references my account with Freedom Mortgage numbered XXXX.
My loan payments have been mishandled and I am setting out in this letter a timeline of the events which has compromised my on-time payment history and I believe my credit rating.
XX/XX/2023, I accessed my account information online and changed the account associated with my automatic payments with the intention that my XX/XX/XXXX payment would be taken from the updated account information. There was no warning or instruction on the website that the update that I made would not be acceptable for my upcoming payment.
XX/XX/2023, I logged into my former checking account and noticed that the amount of my mortgage payment had been withdrawn, which caused the account to be seriously overdrawn. I also logged into my new checking account and the funds for my mortgage payment were still accounted for.
On XX/XX/2023, I called Freedom Mortgages customer service for assistance. I spoke to a young woman on a recorded line and explained my problem. She was very helpful in verifying that I did indeed change my checking account information and she placed a three-way call between XXXX XXXX , myself and her to have the payment reversed from XXXX XXXX and replaced by the autopayment to my new checking account.
XX/XX/2023, I logged into the Freedom Mortgage website and accessed my account to verify that my payment had been completed. I found that, in fact, my payment had NOT been deducted from my new checking account and the message I received was that my payment was past due.
XX/XX/2023. I subsequently logged into my old account and discovered that my payment had been REFUNDED to my old account by Freedom Mortgage.
XX/XX/2023, I place another call to Customer Service and spoke to another lady on a recorded line. I described all the events that occurred and because of our lack of communication, I requested to speak with another Customer Service Representative.
XX/XX/2023, I spoke with XXXX XXXX with Freedom Mortgage on a recorded line, and she was very helpful. After explaining the events to her, she took a one-time payment from me over the phone for ONE mortgage payment. She instructed me to email her back in 3 days when I transferred the RETURNED mortgage payment from my old account to my new account so that the remaining payment due could be affected with another one-time payment. She also made a request that the delinquent payment notation be removed as the problem was on the side of Freedom Mortgage.
XX/XX/2023. In the evening, I received an email from Freedom Mortgage which was intended to confirm the payment and transaction number made with XXXX XXXX. The transaction number was correct ; however, the amount was {$3300.00}. THIS WAS NOT THE AMOUNT WE AGREED UPON.
XX/XX/2023, I immediately sent an email to XXXX XXXX about the error.
XX/XX/2023, I logged into my Freedom Mortgage account, and my account description was that a one-time payment was made in the amount of {$3300.00} and my next payment was not due until XX/XX/2023.
XX/XX/2023, I logged into my Freedom Mortgage account, my old checking account and my new checking account with NO changes as to my mortgage payment.
XX/XX/2023, I logged into my Freedom Mortgage account, my old checking account and my new checking account with NO changes as to my mortgage payment being taken out by Freedom Mortgage.
XX/XX/2023, I logged into my Freedom Mortgage account, my old checking account and my new checking account with NO changes as to my mortgage payment being taken out by Freedom Mortgage.
XX/XX/2023, I logged into my Freedom Mortgage account, and I can not make heads or tails out of the account payment history. My account is delinquent and according to the information I could see revealed that I owe for XXXX and XX/XX/2023.
As you can see by this timeline my account has been mishandled and it is not my doing. I would never have contacted Freedom Mortgage and instructed my mortgage payment to be returned to me. I have made all payments timely and by auto payment.
I believe it is egregious that my credit rating is marred by this mishandling, and I expect Freedom Mortgage to rectify its actions taken by its credit department.
XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, Texas, XXXX
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| 06/03/2021 |
Yes |
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- Trouble during payment process
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Web |
Older American, Servicemember |
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We experienced water damage in our home due to a faulty water filter on XX/XX/2021. An adjuster came in from our homeowner 's insurance company and accessed the damage on XX/XX/XXXX. The insurance company issued a check on XX/XX/XXXX for the repairs based on their assessment in the amount of {$5200.00}, the check was issued to us as the homeowners and our mortgage company, Freedom Mortgage which is located in XXXX, MI.
Once we received the check, I phoned Freedom Mortgage on XX/XX/XXXX to learn of the process to get their endorsement on the check. I was told by a gentleman named XXXX to mail the check to the Loss Draft Dept. and they would endorse the check and send it back. This process was to take 3-5 business days once they received the check. I specifically asked if anything else was needed and was told 'No '. The check was mailed that day.
I called the Loss Draft Dept. on XX/XX/XXXX, to see if the check was on its way back to us and was told they needed a copy of the estimate from the insurance company. Initially, they said to 'mail ' it to them but not wanting to delay this any longer, I asked if there was an electronic way to get them the estimate, which I already had in my possession. I was told to fax the estimate to them. I asked why they hadn't contacted me to let us know there was missing information they needed and had not informed me of during the first phone call. Their response was that they had sent a letter which I had not received. This was the only thing they were waiting on, they said, and once received it would take 5-7 days to process.
I attempted to fax the estimate to the number provided starting that day into the next morning resulting in multiple failed attempts. The fax number provided never answered.
In the afternoon of XX/XX/XXXX, I called to inform them of not being able to successfully fax the estimate needed. I was then told, " Oh, that's strange, well you can email us the estimate ''. They also said once it was received it would take 5-7 days to process. I proceeded to email the estimate immediately following this phone call.
I called on XX/XX/XXXX to check the status and was told the check was still being processed and should be completed in the next 3-5 days. The person I spoke with, didn't take her name, said she would escalate it.
My phone call on XX/XX/XXXX, was the most disturbing as I was told they were still waiting on the estimate! After revealing the steps taken, reference from the above, they indicated, yes, they had the estimate but the check was still being processed and they would escalate it to the Processing department. It may take 7-10 days to process.
Upon relaying this information to my husband, he called them back immediately and spoke with XXXX who said she would " push this issue '' and the check would be endorsed by the next day. In asking how we could expedite delivery of the check, we were told to purchase an overnite XXXX shipping label and send that directly to her via her company email. I purchased and sent the shipping label to her within hours. She did email a response indicating the shipping label was attached to my " claim ''.
An email was sent to XXXX on XX/XX/XXXX to verify the check had been sent as promised but received no response.
On XX/XX/XXXX, my husband called for a status, he asked to speak directly to XXXX. She told him the check is being processed and will take 7-10 days to be put in the mail at which time they will use the XXXX shipping label we purchased.
Please note each phone call resulted in at least 45 minutes on hold prior to speaking to an individual. The last phone call was a 90 minute wait on hold.
We have already had the repairs completed paying for the materials and some of the labor out of our own monies. We still owe money to the contractor who completed the work. Fortunately for us, the repairs were not hugely expensive but for a retired couple on a fixed income, we are relying on this check to pay off the costs incurred.
The whole process of having to send a check through the mail for endorsement is archaic by today 's standards, also to be repeatedly lied to by the company who holds the lien on your home is extremely disturbing. This has led to unnecessary stress to myself and my husband and without any validity to the delay.
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| 07/24/2020 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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Started the refinance process for my existing home on XX/XX/2020 with Freedom Mortgage. Didn't hear anything from Freedom Mortgage for over a month.
Then, at the beginning of XXXX, I received a call from a gentleman from XXXX XXXX title, requesting my divorce decree. He told me he would send a XXXX envelope for me to put the document in. I never received thaXXXX XXXX envelope.
I then spoke with a XXXX from XXXX XXXX, who told me, 'It must have been missed '', never apologized, just sent me another envelope. So, I did on XX/XX/XXXX ( I have an email exchange between us ). On XX/XX/XXXX, I sent an email to XXXX, asking if they had received the documents.
On XX/XX/XXXX, they had not received the document, so XXXX sent me another envelope to send them in. I sent it from the XXXX office on XX/XX/XXXX and emailed XXXX to let her know. On XX/XX/XXXX, XXXX showed that it was delivered, but not scanned yet. On XX/XX/XXXX, I emailed XXXX for an update, since I still hadn't gotten any confirmation. No answer.
On XX/XX/XXXX, I received a " Sub Curative '' Subordination Request Form from XXXX XXXX Title. No explanation. Nothing. I had been emailing and calling XXXX to find out the status and kept being told, " We're working on it '' and then - 3 months later, they send me this Subordination Request. So, I fill out ( they had the wrong Account number, so I had to correct that ), sign it ( on XX/XX/XXXX ) and sent it off, hoping that this will be the LAST document I will need to send in because XXXX told me that the were " just waiting on XXXX XXXX '' to complete the subordination.
I received this reply : " Thank you for your assistance. The signed document you sent has been received and is now uploaded to your file. At this time we are working with you lender to obtain the documents we need from them to submit the subordination to XXXX XXXX. Thank you again and have a great day!
XXXX XXXX '' In early XXXX, I received a call at around XXXX XXXX ( yes, in the morning ) from an XXXX XXXX with Freedom Mortgage. When I mentioned the time, she ( sort of ) apologized but then continued on. Apparently, they now needed proof of my residency, so I sent a utility bill to her. On XX/XX/XXXX, I emailed XXXX to verify that she had received my utility bill for verification. She verified that it was " in my file ''.
On XX/XX/XXXX, believing that Freedom Mortgage and XXXX XXXX had ALL the documentation they needed to finalize my refinance, I emailed XXXX again to find out the status.
Her response : " Good Morning, The title company is working with XXXX XXXX on the subordination. Could you please have XXXX XXXX send me a 12 month payment history for that loan. It will avoid delays when I get you into Underwriting. Also, do you have a note or loan agreement with XXXX that you can send me?
That should cover things from your side, and I will keep you posted on the subordination and title.
Thank you for choosing Freedom Mortgage.
Best Regards, XXXX XXXX Loan Processor '' So, ONCE AGAIN I downloaded and sent all 12 months of my loan statements from XXXX XXXX to XXXX, to help speed up the process. Here is XXXX 's response : " I am sorry to have to ask for the items and am trying to avoid further delay. You do not need the XXXX agreement seeing how it was there when the home was purchased. I do however need those statements to avoid delay when you get into Underwriting.
I am sorry for the time it is taking. Subordinations are backed up with most financial institutions as government buildings had been closed for some time, people were not in their offices and able to complete items needed.
I can tell you it is being worked on. '' On XX/XX/2020 I sent another email to XXXX, asking what was taking so long and did she have any updates for me. She didn't bother to respond to me - human to human. She just sent me a demand for ANOTHER Subordination request. I had sent this form in a month ago - and now they are threatening to NOT give me the refinance if I don't sign and send in this form?
It's now been 4 months since I started this process. There has been a complete disregard for giving me information in a timely manner or if I ask for it. A lack of consistency and an obvious negligence in a professional manner and way of doing business.
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| 12/18/2023 |
Yes |
- Mortgage
- Other type of mortgage
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- Applying for a mortgage or refinancing an existing mortgage
- Trying to communicate with the company to fix an issue with the application process
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Web |
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This complaint is being made against Freedom Mortgage Corporation for the Assumption Department. My Loan # XXXX. I have contacted them to change my name from " XXXX '' to " XXXX '' but they have not made any changes. In XX/XX/2023 my husband ( at that time ) and I contacted Freedom Mortgage Corporation to gather information on options for him to take over the loan as we were going through a divorce, and I was the sole individual on the mortgage. The gentleman explained that my husband needed to make ( 6 ) on time mortgage payments from a bank account that only he is on. In order to show proof, he can make the payments ( he has been making on time payments for a year. ) XX/XX/2023, I received a letter from Freedom Mortage acknowledging I contacted them about an Assumption of the loan request along with the application. We completed this and a Quit Claim with his attorney. Our divorce was final in XX/XX/2023.
XX/XX/XXXX, I contacted Freedom Mortgage for an update. They claimed the initial paperwork by the divorce attorney was completed wrong. Freedom Mortgage Never made contact with us to advice this. This day I emailed them at XXXX XXXX XXXX at their direction with the divorce papers. They sent me a letter dated XX/XX/2023, acknowledging their receival and they will review it. On XX/XX/XXXX, I contacted them as a Follow-Up at XXXX. They said it would take about ( 2 ) weeks to update and they did receive the corrected form.
Then the 90 days process begins. I have reached out to them about three different times since then as an additional Follow-Up. I received another letter from them dated XX/XX/2023, this was also about the same time I reached out to them for an update, and they were not friendly and insisted that they have 90 days to review this.
Each time I am told No Updates only they have 90 days to process this request. Saturday, I received and email and envelope in the mail. They sent me another ( 3rd time ) application for the Assumption Request. I contacted them today at XXXX and spoke to a " XXXX. '' I advised I needed to speak to a supervisor because there is an ongoing problem with their department losing my application/forms and it has been a year now. She insisted on keeping me on the line and refused to connect me to a supervisor. She also could not locate my paperwork. It was important to her to lecture me about the difference between sending an email request vs fax. She also advised me the 90 days does not begin until my X-husbands application process starts. That has been done. I explained multiple times to her that on XX/XX/XXXX her department confirmed they received my paperwork. Also, in the beginning of XXXX her department confirmed they have it and have 90 days to respond. " XXXX '' suddenly located my paperwork in the " XXXX XXXX '' of the documents. Whatever That Means! She then says I see your court papers are the XXXX XXXX XXXX XXXX XXXX. She clearly can not read or understand what she is looking at! That is the company my X-Husband and I are employed by it has nothing to do with this application. I failure to understand why Freedom Mortgage Assumption department can not maintain my file or proper updates.
Each person I am transferred to knows less than the previous employee did. They each give contradicting information and have been less than empathetic to this whole experience. It makes no difference to me if they approve the application or not. I simply need a letter stating one or the other in order for my X-Husband and I to know what the next move is. There is clearly something wrong with the way the Assumption department is run and organized. I certainly regret not maintaining a better timeline of dates, times and names of what each person said to me because I could have been more detailed in this frustrating experience.
When I log into the consumer portal all I can see is my mortgage payment paid, there is nothing about my application or updates. As long as I am sharing, I also can not buy another home, move back to this property or find a place to live and start my life over because my credit is tied up with this process. If Freedom Mortgage Company failures to comply with your direction I will be seeking council and plan to take Freedom Mortgage to Civil Court. Thank You for your time.
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| 05/06/2023 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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My home is at risk for foreclosure with my VA loan. My VA case manager ( Contact information below ) Confirmed and will verify in writing upon request that thru no fault of my own and Freedom Mortgages complete mismanagement has led up to the pending foreclosure and Refuses to cooperate and provide the VA documents up several requests.
1.It was confirmed by my VA case manager that qualify for Covid partial Relief funds and that I was approved for this by Freedom Mortgage twice in XXXX.and Freedom Mortgage then denied the funds in the same year.
XXXX. It was Confirmed by the VA that I was eligible for the funds under the VA guidelines. Freedom Mortgage admitted via e mail that its a " flaw '' in the automated underwing system and the VA is correct and that is the reason I was denied.
XXXX Freedom Mortgage refuses to cooperate with the VA or myself by refusing to provide turn down letter documentation after several requests in writing from the VA.
XXXXThe VA asked my to contact SC Senator XXXX XXXX office for congressional intervention an investigation. I have spoke to XXXX XXXX Office and they have contacted the VA at this time.
XXXX. I have send another Full Loss Mitigation Package to Freedom Mortgage and send the requested documents dozens of times however the lender states I refused to send in documents and I was turned down.
XXXX. The Covid Relief funds and not income based and do not require documents.
7.Freedom Mortgage claims I was denied a VA loan modification however the VA has no record of the request being mad in their system no do they have a VA turndown from the lender after several requests.
XXXX. The VA has asked Freedom Mortgage to send me the link to apply for the Covid relief funds I was approved by them again Twice and refuses to cooperate. On XX/XX/XXXX The VA and I attempted to contact the VA three times on a joint call and was hung up on. The VA and I agree my file is flagged internally and they will not speak to me.
XXXX. Freedom Mortgage refuses to provide Underwriter contact information for direct resolution.
XXXX When the VA e mails Freedom Mortgage and CC me on the request Freedom Mortgage systematically removes me from the e mail in my opinion an attempt to conceal the validation of their liability from me Bullet Points 1. I received a previous loan mod from Freedom Mortgage without following the VA guidelines or obtaining approval from the VA.
2. I was current on my mortgage when I called FM and was told by Freedom Mortgage ( FM ) that I was approved for Covid relief and have a screen shot of the approval ( S ).
3. I was approved for partial covid relief. The VA confirmed and the lender acknowledged that the loan was denied by an Automated Underwriting System and the Underwriter never looked into it. The VA can explain this in further detail.
4.At no point did I lose my job I had an income decline due to Covid.
5. The lender claims " I could not afford my mortgage payment " This is a false statement.
6. I was told by a customer service manager on the phone in XX/XX/XXXX That " I was approved for Covid '' " Ignore the requests to provide income documentation, this is a flaw in the system. '' This is on a recorded line.
7. My loan has been in loss mitigation for over a year '' I have called DOZENS of times for an the lender could not provide any answers or they cold not understand what was going on.
XXXX. In XX/XX/XXXX I sent a FULL loan modification package to the lender.. I had to resend the documents dozens of times and the lender confirmed reciept.
XXXX. The lender told the VA I was turned down because I did not send the income documents which is a lie.
XXXX The Lender told me I did not qualify for a VA loan modification however the VA has no record of the request being made.
XXXX. The lender refuses to answer the VA 'S request for my Covid Relief Turndown Letter.
XXXX The VA Told the lender that I DID Qualify for Covid relief and should have been approved a year ago however the Lender refuses to send me the Link to apply again for Covid relief and is Ignoring the VA.
XXXX XXXX Loan Administration Department of Veteran Affairs XXXX ext. XXXX XXXX This has all put a tremendous strain on my family and any assistance would be greatly appreciated XXXX XXXX XXXX or XXXX
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| 01/20/2023 |
Yes |
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- Struggling to pay mortgage
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Web |
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I am writing a formal complaint and requesting an investigation of possible predatory/unethical practices of Freedom Mortgage. I purchased my home on XX/XX/XXXX. In XXXX of XXXX, my husband and I fell ill with XXXX XXXXXXXX, and our mortgage was placed on the FHA forbearance program for 12 months. In XX/XX/XXXX, I applied for a partial claim to put my owed amount on the back end of my loan. Freedom mortgage received my application and proceeded to pull my home title for liens and judgments. Upon pulling of my title, Freedom Mortgage alleges that there was a HOA lien associated with my home title ( My home is not an HOA ), they claimed that the judgment was placed XX/XX/XXXX. I did not purchase my home until XX/XX/XXXX.
I explained this to them over the phone and supplied documents via email of my title insurance policy guaranteeing no judgments or liens found on my title or against my husband and I at the time of purchase. During this process of my application being reviewed I was sent a letter ( see attached ) that stated I had until XX/XX/XXXX to supply supporting documents of " release of HOA lien '' before any further action was brought unto my account.
I supplied my title insurance policy clearing my title on XX/XX/XXXX via email ( SEE ATTACHED COPY ) to their loss mitigation department. On XX/XX/XXXX I was notified via email of an account status change and found out that I was taken off loss mitigation without any explanation. I called their customer service number and wasnt given a clear explanation of why I was taken off loss mitigation but was assured that I would be placed back on since I promptly supplied the necessary documents for my partial claim application.
I called every day since the XXXX and was given constant reassurance that I would be placed back on loss mitigation with each representative making " notations '' in my account to have me placed back on loss mitigation. However, I was never placed back on loss mitigation, which protects my home from foreclosure proceedings.
On XX/XX/XXXX I received in the mail, Notice to intend to Foreclose my home ( SEE ATTACHED ). The letter was dated XX/XX/XXXX. Which was weeks before the initial date of XX/XX/XXXX that they gave me to supply my supporting documents before any further action was to be taken to my account.
I called again to their loss mitigation department and upon further investigation found out that I was taken off of loss mitigation in error and that the name associated with the lien on my home was similar to my husbands name but not his correct name. My husbands last name is similar but not exact to the name associated with the alleged judgment lien. When I asked whether their title searched included other identifiers such as social security numbers or other forms of identity, they could not tell me.
From what it seems like the judgment liens that were allegedly found against my home are of a person with a similar name of my husband, but they are not the same person. In addition, I did my own investigation to try and find said judgment liens against my home and found no trace of what Freedom Mortgage alleges was found in their title search. Nothing on our credit report XXXX XXXX XXXX XXXX, or land records.
I have since paid {$130.00} to my original settlement company to perform an updated title search so that I can have definitive proof of what is and isnt on my title. I have not been given any documentation of the alleged liens that were found on the title search report from Freedom Mortgage, I only have the information that Freedom Mortgage customer service representatives have given me via phone.
Freedom Mortgage has lost my trust during this process, and I believe there is a possible conspiracy within the company to foreclose homes under FHA Forbearance. I am requesting an investigation into my account with Freedom Mortgage and for my account to be placed back on loss mitigation IMMEDIATELY to prevent further foreclosure proceedings.
I have attempted for over a week now to get this resolved and it is clear that Freedom Mortgage is either outright refusing to place my account back on loss mitigation or their loss mitigation department is being grossly negligent. I am requesting assistance in this matter as soon as possible.
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| 11/21/2018 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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After loss of employment due to Hurricane Irma, we requested a Loss Mitigation back in XXXX from Freedom Mortgage. We sat with our XXXX point of contact and filled out all the required paperwork and submitted the complete package to Freedom. Thereafter, several requests for updated bank statement and pay stubs were requested to be re-submitted to underwriting. After the first submission they kicked it back stating that, because of the lengthy process, new bank statements and pay stubs would need to be submitted because more than 30 days had elapsed. We resubmitted the paperwork and the same thing happened again, only this time they said we were missing paperwork that, after multiple calls and speaking to more than 2 different representatives, they realized the documents they were requesting ( bank statements from XXXX thru XXXX ) actually WERE on file and had been " overlooked ''. We were advised that underwriting has 30 days to review, however, they kick the paperwork back stating new updated documents are required. On XX/XX/XXXX we received yet another letter ( see attached ) requesting additional paperwork ( bank statements/pay stubs for the prev 2 months and 30 days of pay stubs ). We again submitted the requested information only to receive a call stating that the package was STILL incomplete. A subsequent letter ( XX/XX/XXXX, see attached ) stating that a document had been future dated ( Unemployment Affidavit, originally signed and submitted in XXXX ) and needed to be re-signed and resubmitted along with, again, updated bank statements on all accounts. We did so but questioned why this wasn't noted the first ( or second ) time the package was sent to the underwriters, or in either of the previous letters. Again, we receive notification that the package was yet again denied because saving 's account bank statements for the month of XXXX were not provided. I provided all available bank statements as well as a screen capture of my bank 's account summary and explained in the same email containing all of the requested and updated documents, that the month of XXXX was NOT available for the Saving 's account as they are dated from the XXXX to the XXXX and we were mid-month at the time of the request. Once again, on a subsequent phone call with rep XXXX ( ID # XXXX ) she reiterated that the package was not complete due to the missing Saving 's account bank statement. I explained : " in the email, both an explanation and a screen capture of all available bank statement 's per our bank 's website was submitted ''. She stated that she could see all of the bank statements but had no visibility into neither the email nor the screen capture image provided and that another department would need to make those available. After requesting a supervisor she came back on the line stating that she'd spoken to a supervisor but they were unavailable ( in a meeting ) and that she'd spoken to a supervisor from another department. We again requested a supervisor and XXXX ( ID # XXXX ) came on the call and stated he could clearly see all of the files submitted. We asked why the previous rep said she couldn't see the files nor access the email and why we were constantly being given miscommunication and false information regarding the status of the package. He stated that he could not explain why she stated she couldn't see the emails or the screen capture of the Saving 's Account Summary but went on to review the entirety of the file. Thereafter stated he would request this to be escalated and resubmitted to the junior underwriters for re-review since all previous bank statements for the Saving 's account were clearly dated XXXX - XXXX. He also stated that because so much time had elapsed between our original Loss Mitigation request ( XX/XX/XXXX ) that we were now out of FHA document compliance which needed to be within 90 days. We have exhausted all other options and have obliged to every single request but they have kept us in a loop of sending documents, delaying the review process, re-requesting the same documents and now pushing our original FHA submission past the 90 day requirement, prompting us to have to resubmit all of the documents all over again. This has been a " jumping through fire hoops '' scenario and a constant runaround.
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| 06/01/2021 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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We are in the process of a re-build of my barn due to a total loss fire claim. We started the tear down in XX/XX/2021 and the new framework went up in XX/XX/2021, I had provided all required documentation to the Total Loss Dept at Freedom Mortgage and was familiar with their process : my insurance funds are released as the work progress is checked by a third party inspector hired by Freedom Mortgage - but I must call the Loss Draft Dept to request an inspection. On XX/XX/2021, I contacted the Loss Draft Department at Freedom Mortgage to request an inspection, which would then in turn result in the release of {$87000.00} the remaining funds left. Per their process, the inspector is supposed to contact me to schedule a time to view the property 's progress. No one called me in almost 2 weeks and I had these invoices to pay. On XX/XX/XXXX, I called the Loss Draft Dept at Freedom Mortgage and was told there was no need for an inspection as they would create an exception to release the funds based on the invoices I had in hand ( they require the vendor 's signature and homeowner signatures - which I obtained ). I uploaded them to their website www.insuranceclaimcheck.com, this was the same place I had previously uploaded required documentation. My calls to the Loss Draft Dept at Freedom Mortgage XXXX in detail : XX/XX/2021 - they told me the check is in process, XX/XX/2021 - I was told they switched servicers and are waiting for my documents to be transferred before they can process anything. I had previously sent them the adjustor 's worksheet and sent it to their new fax line ( XXXX ) XXXX, along with the XXXX invoices, XX/XX/2021 - I called to confirm the exception was in process to be approved their system did not have my information and the person updated it with an expedited exception request, XX/XX/2021 - I was told the exception was in process to be approved, XX/XX/2021 - I was told the check was waiting for signature, XX/XX/2021 - I was told the exception was not in progress and a check was not requested to be cut to me. I requested a supervisor and was told they needed proof the invoices were paid before they could release the funds. No one had explained this to me and she could see this in all the notes as I have called in for updates many times. I emailed her all the invoices showing paid, XX/XX/2021 I received an email from the same supervisor giving me an update that she will get in touch with all 4 vendors to confirm they were paid in full. She spoke with 1 - the electrician, and confirmed paid in full. She emailed the builder and a carpenter and cc 'd me - they both responded paid in full. She left the roofer a voicemail, he left a voicemail in return XXXX there is only a general voicemail inbox for the Loss Draft Dept ) stating the invoice was paid in full. XX/XX/2021 the supervisor did not respond to my emails requesting an update on the check - I called in and was told the exception was in process. XX/XX/2021 I requested and spoke with another supervisor and was told it will take XXXX business days for them to cut the check and they can't cut it any faster. It has been XXXX weeks at this point since I began the process to get reimbursed. XX/XX/2021 - I requested a supervisor and then asked for that person 's manager. The manager didn't see any of the notes from the other supervisor about contacting my vendors. She gave me her email address and I forwarded all of my emails with the supervisor from the Loss Draft Dept at Freedom Mortgage. She said they needed to confirm with the roofer first before all funds could be released - she called the roofer but he was on vacation. She said there was no record of his voicemail. She said she could cut the check the next day on XX/XX/XXXX if she could confirm the roofer 's invoice was paid in full. XX/XX/2021 - I could not get back in touch with the manager from the day before, but I got in touch with the previous supervisor and after many times being on hold she said she put an expedited request for the funds to be released but it would still be 7-10 business days and they could only send it to me via priority mail not overnight. I asked her how can I submit a complaint and she said she submitted a complaint for me and not to call back until Thursday, XX/XX/XXXX.
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| 02/22/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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Web |
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XXXX XXXX XXXX Balance : {$0.00} - This kind of account is in fact posted as a charged off account. The balance is in fact incorrect, make sure you reverse it to XXXX or erase the item totally. Make sure you also render documentation to be sure of all the charges and credits to this alleged account is mine. If you can't give these details and proof on this per my civil rights petition, you need to instantly delete this wrong account.
XXXX XXXX Balance : {$0.00} - This account has several violations : You are reporting past due balance on a closed account, you are reporting late payments after this account was closed, you are reporting incorrect Balance, You are reporting an incorrect past due amount. These are ALL violation please delete account immediately.
XXXX XXXXXXXX Balance : {$0.00} - Creditor agreed to remove this account from my report after payment was made. This account has been paid and it's still on my credit report.
XXXX XXXXXXXX XXXX Balance : {$510.00} - Balance and payment history is Incorrect please remove immediately.
XXXX XXXXXXXX XXXX Balance : {$500.00} - This account must be deleted immediately due to years of late payments after the account was already closed. There should be no late payments reported after closed.
XXXX XXXX Balance : {$0.00} - What method of verification did you use because you are still reporting inaccurate information, no documentation has been provided to me, nor has the status been updated? This account is a violation please delete immediately.
XXXX XXXX Balance : {$0.00} - You have not verified this account because I can see the status hasn't been updated, you are still reporting inaccurate information, and no documentation has been provided to me. This account is a violation please delete immediately.
XXXX XXXX XXXXXXXX Balance : {$1800.00} - This account is indexed as a charged off account, please make sure that you produce a documentation that this is mine. As per the rights given to me by the fair credit billing act if you can not grant these records to me, instantly get rid of this incorrect posting.
XXXX XXXX XXXX Balance : {$0.00} - This is not mine and I am requesting that you remove this from my credit report or I will execute an Identity Theft Affidavit.
XXXX XXXX XXXX Balance : {$0.00} - Please figure out precisely why the date of last reported is different from other bureaus, this is a violation. Also, give documentation to verify all the charges and credits in this claimed account that caused the maximum credit number you've exhibited in my file. My request to give these records is a standard information request according to my legal rights honored within the fair credit billing act.
XXXX XXXX Balance : {$2400.00} - This account is not familiar to me. Provide me with necessary documents to prove its mine. My petition to request this documentation is a standard information petition based on my rights given from the fair credit billing act. If you can not create this data per my civil rights inquiry, please quickly remove this particular invalid post.
XXXX XXXXXXXX Balance : {$0.00} - This account has not been updated correctly. You are still reporting an incorrect payment history so please delete this.
FREEDOM MTG XXXX Balance : {$0.00} - You are reporting inaccurate information as the past due balance is wrong. Updates or rather delete this erroneous account.
XXXX XXXX XXXX XXXX Balance : {$0.00} - This account is showing several violations. You are reporting a Monthly payment on this closed account. These are violation please delete this account.
XXXX XXXX XXXX Balance : {$990.00} - This account shows a lot of violations. Balance is incorrect and payment history is inaccurate. Delinquencies reported after the account was closed. These are all violations please REMOVE this.
XXXX XXXX Balance : {$0.00} - This account is not mine unless you provide me with the corresponding documents according to FCRA that it is mine. Please delete for reporting inconsistent and inaccurate information.
Chapter XXXX Bankruptcy XXXX - You are reporting inaccurate Bankruptcy information. I contact my local court and no bankruptcy could be found with any of the information you have provided : Please remove this account immediately.
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| 01/21/2024 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
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Web |
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I had refinanced my home a couple of years ago, put down a large down payment at the time, and had purposefully set up my mortgage account to where I would not have an escrow account because I wanted to pay my homeowners insurance and property taxes separately to keep my monthly mortgage payments down. Freedom Mortgage purchased my loan from the company I refinanced with. I had been paying my taxes and homeowner insurance on my home separately for years without any problem. I had XXXX XXXX XXXX XXXX through XXXX and XXXX XXXX out of XXXX, TX. I unfortunately missed XXXX payment on my XXXX XXXX with XXXX back in XXXX but as soon as XXXX and XXXX informed me of this, I had them try to get me back on XXXX immediately but XXXX was not writing new policies back then and would not allow me to go back with them for my homeowner insurance. So XXXX XXXX XXXX wrote me a Homeowner Insurance Policy with XXXX XXXX XXXX that I was making monthly payments on but the policy with XXXX XXXX that I bought myself did not start until XX/XX/XXXX. I was paying my monthly homeowner insurance and had already paid my property taxes for the year by the end of XXXX. My monthly mortgage payment was {$620.00} and my homeowners policy with XXXX XXXX was a little over {$400.00} a month. My property taxes this year were {$3300.00} approximately but last year were {$5000.00}. I had been taking care of these expenses myself. I am a hardworking single mom. I thought everything was going as it should until suddenly in the month of XXXX, with no notification whatsoever from my mortgage company, Freedom Mortgage raised my monthly payment from {$620.00} in XXXX to {$1600.00} in XXXX. When I called and asked them about it, they said it was to pay my homeowners insurance. I called XXXX XXXX immediately and they said that my Mortgage Company had no right to do that because my homeowner insurance policy with them was written as a non escrow policy which meant I alone was the only person to make payments on the policy. XXXX XXXX told me that Freedom Mortgage had overpaid my policy by a little over {$1000.00} which XXXX XXXX sent back to me in a check that I then used for my high monthly mortgage payment that I now have with Freedom Mortgage unfortunately. I called XXXX and XXXX and spoke to XXXX, who also confirmed that Freedom Mortgage did not have the right to pay my homeowners insurance since the policy I wrote with them was not with escrow and was a policy I would pay myself. Then when I called Freedom Mortgage back about all of this, they said I just needed to write them an internal message that I would pay my own homeowner insurance and taxes and they would fix this for me and get my payment back the way it was before. I wrote the internal message to Freedom Mortgage and they responded telling me that because I had a month and XXXX days lapse in payment on my homeowners insurance policy from XX/XX/XXXX to XX/XX/XXXX when I was getting switched from XXXX to XXXX XXXX XXXX, they created an escrow account and were paying my homeowner insurance now and for the life of my entire loan. They did this without my consent and without notifying me. They said the only way that they would change this would be for me to show I was covered XXXX through XX/XX/XXXX which I can not show because I was just notified by my insurance company XXXX and XXXX then and was in the process of getting switched to XXXX XXXX XXXX. When I estimated that since I had already paid my property taxes for the year and that my payment with the homeowner insurance they added in should only be a little over {$1000.00} and I asked them about that. Freedom Mortgage stated that I had a deficit in the escrow account that they created for me against my will that I did not want and that I had to pay for my homeowner insurance and that deficit that makes my payment now {$1600.00} a month. It has been an absolute nightmare dealing with Freedom Mortgage! They do not care about their customers! Where is the XXXX XXXX Freedom Mortgage, when a single hardworking mom can not be allowed to pay her homeowner insurance and property taxes separately and not have an escrow account if she does not want one in order to keep her monthly mortgage payments at a rate she can afford?
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| 06/14/2021 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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COPY OF LETTER SENT TO MORTGAGE COMPANY AFTER A PHONE CONVERSATION XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX Freedom Mortgage XXXX XXXX XXXX XXXX, TX XXXX customercare@freedomortgage.com Re : Home mortgage XXXX Dear Sirs : This is a letter making a formal complaint about the fraudulent, deceptive practices of Freedom Mortgage Company. The following payments were made on our home mortgage : XXXX {$1800.00} online with instructions to apply {$1700.00} to the mortgage payment and {$61.00} to the principal When I received a letter dated XXXX stating a short fall in our escrow account, I paid the catch up amount : XXXX {$3800.00} with check XXXX It was my understanding that if we paid the catch up amount our monthly home mortgage payment would not increase. Accordingly I continued my habit of paying our monthly mortgage with the following payments : XXXX {$1800.00} check XXXX - with instructions to apply {$1700.00} to the mortgage payment and {$130.00} to the principal XXXX {$3800.00} with check XXXX escrow account catch up XXXX {$1800.00} online with instructions to apply {$1700.00} to the mortgage payment and {$61.00} to the principal XXXX {$1800.00} online with instructions to apply {$1700.00} to the mortgage payment and {$61.00} to the principal XXXX {$1800.00} check XXXX - with instructions to apply {$1700.00} to the mortgage payment and {$61.00} to the principal ( XXXX payment ) XXXX {$1800.00} check XXXX - with instructions to apply {$1700.00} to the mortgage payment and {$61.00} to the principal NOTE : I did not realize that the new monthly payment amount is {$1900.00} I did not receive one phone call about that.
At the end of XXXX I paid {$10000.00} in total mortgage payments! ( Enclosed are copies of our XXXX bank statements proving that these payments were made as requested by the phone operator when I asked about filing a complaint with your company. ) I did not receive a phone call asking why the monthly mortgage payments were short {$180.00} each month. When I asked the phone operator why no one from Freedom Mortgage called me, she stated that she could see multiple calls were made to my phone number, with no answer.
I did not receive one phone call from Freedom Mortgage. If someone from your company called me, why didnt they leave me a voice mail so I could return the call?
Finally I received letters stating the account was past due and your company would be filing with a collection agency. I assumed it was a big mistake. That is when I called your company. The woman who answered my call stated that I owed {$6100.00}.
Then she looked further into our account and found that what I had paid was not credited towards our monthly mortgage payments - {$10000.00} was applied to the principal. Your company ignored my written instructions regarding how the payments were to be applied.
She then said she could apply all those previous payments to the mortgage payments ; after that I only owed {$2800.00}, which I paid on the phone, bringing our payments current in XXXX.
XXXX {$2800.00} on phone with instructions to bring our mortgage current.
This is a fraudulent and deceptive practice. I have a habit of putting in writing where I want the overage to go on every mortgage payment. Your company made an arbitrary and capricious decision to apply all our monthly payments to the principal. Then Freedom Mortgage reported us to the three credit bureaus as not making two months ( XXXX XXXX ) of mortgage payments.
I am now caught up with all our mortgage payments. As this is obviously an error or willful fraudulent behavior I began the process of filing credit disputes and plan to file other formal consumer complaints.
In addition to those actions, I expect Freedom Mortgage to report back to all three credit reporting agencies ( XXXX, XXXX, and XXXX ) and correct the erroneous and false reports previously filed. We were not late making our mortgage payments.
Sincerely, XXXX P.S. Suddenly after my phone conversation on XX/XX/XXXX, this week ( XX/XX/XXXX, XXXX ) my husband received repeated calls from Freedom Mortgage. He even has many voice mails requesting a call back. I have yet to receive a call from Freedom Mortgage.
cc : Consumer Finance Protection Bureau
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| 03/12/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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In XX/XX/2019, I paid off my remaining mortgage balance of {$220000.00} through four {$50000.00} payments initiated through a customer service representative at Freedom Mortgage and a {$24000.00} wire transfer that Freedom Mortgage instructed I submit per the payoff statement they provided me. I went to my bank after receiving a payoff statement from Freedom Mortgage and sent a final wire transfer payment of {$24000.00} on XX/XX/2019. I was able to confirm everything was received through reviewing my account on-line with a Freedom Mortgage representative to confirm that everything was applied to my principal. Additionally, the representative confirmed on XX/XX/2019 that my account was closed out and my automatic monthly payment removed, as nothing else was owed. I took screen shots of the payments applied, as illustrated on their website. Then I received a letter dated XX/XX/2019 that indicated my pay-off was complete, my mortgage release documents were being processed and will be mailed to the County Clerk and that I should notify my insurance company and county tax authority to begin mailing statements directly to me. Additionally, I received a check dated XX/XX/2019 for my escrow ( taxes and insurance ). Then I arrived home from business & personnel travel on XX/XX/2019 and opened a new statement from Freedom Mortgage indicating I had a balance of {$51000.00}. I called Freedom Mortgage immediately the next day to try to understand what had happened. They indicated that my bank retracted a {$50000.00} payment on XX/XX/2019, and they re-instated my Loan account. They also added accrued interest and late payment charges. This story seemed far-fetched given my finance background, so I went online to review my XXXX bank statement only to notice that 3 {$50000.00} payments were pulled from Freedom Mortgage rather than the 4 I had authorized. As a result, I called Freedom Mortgage to tell them that something happened on their end since it showed they had collected all 4 payments but they had not pulled the last one from my bank. Then I set up a conference call with the customer service representative from Freedom Mortgage, my bank and I, as Freedom Mortgage continued to blame me and my bank for the mishap. Freedom Mortgage continued to tell me that I owed the accrued interest and remaining balance due. My bank told them that no fourth withdrawl of {$50000.00} was initiated by Freedom Mortgage, so Freedom Mortgage decided they would review the recorded authorizations they had on file with me & their service rep ( on XX/XX/2019 ). After reviewing the recording, they FINALLY agreed it was their fault and they will reverse the accrued interest. I told them I agreed that I owed {$50000.00} but no more ( no interest ) and they can pay my second wire transfer payment and any other fees to perform a 'second ' payoff. I requested a formal letter and payoff indicating that the only remaining amount I owe is {$50000.00} with no accrued interest or other fees, including that they will reimburse me for the second {$30.00} wire transfer I now have to pay my bank. Since this discussion on Thursday, XX/XX/2019, the payoff nor a letter has been sent to me to rectify the situation. I also had to place a stop payment with my bank to not pay the mortgage payment set to withdraw on XX/XX/2019, as I found out Freedom Mortgage illegally set up an automatic withdrawl from my bank after they re-instated my account on XX/XX/2019 without even contacting me to tell me they were re-instating it. I have been fully willing to wire the {$50000.00} as a final payoff but want a formal document from them stating it is my final payoff. Supposedly they are still 'working on it ' to resolve this issue ( since XX/XX/XXXX once they finally believed me ), but now I'm worried that I appear in 'default ' on my loan since I put a stop payment to Freedom Mortgage with my bank and worried my credit score will be in jeopardy, when ironically I was the one paying off my mortgage in full. Each day I talk with them, they ask for another day and they have not let me speak to anyone further than a supervisor when I ask to elevate the issue. I'm also filing with the State 's Attorney General for my protection.
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| 05/12/2023 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
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I left work in XXXX due to military related disabilitied as well as XXXX related XXXX. I had little or no income while waiting on the VA to grant me 100 % XXXX. I finally was granted the XXXX a year ago. I have been working for over 2 years in trying go modify or remortgage my home so it wouldn't go into foreclosure. In XXXX I filed a XXXX XXXX, and the original mortgage company, Veterans United Home Loans ( VUHL ) of whom I signed for a mortgage with, put a Lien on the property. VUHL then turned the Note over to Freedom Mortgage Company ( FMC ). FMC is the most incompetent mortgage company in the country and i did not choose to have them as my servicer or mortgage company.
FMC is full of incompetent underwriters who do not even know what the statement " or their successor '' stands for. VUHL or their successor is listed as the company responsible for a Lien on y property. I applied for Loss mitigation with FMC starting over 2 years ago. i had uploaded requested documents online to their site through my account as thy had requested. I double checked to ensure the documents properly uploaded and they sis. But somehow they had since, mysteriously disappeared. As FMC continued to demand thr same documents over and over again, violating the privacy rights of those living in y household who participate in paying bills.
I sent complaints about this incompetent bunch of bufoons to my congressmans office in which they replied that i didn't send them the proper paperwork. thy had me restart the whole process over multiple times while interest rates soared, claiming they didn't recieve documents that they requested when i did send them. However, they do have the power to erase or remove any documents that I had uploaded to their system. They do it illegally, and theye commit perjury telling my congressmans office they didn't recieve the necessary documents. There needs to be an investigation of these incompetent overpaid, uneducated uderwriters, who have done nothing but caused me grief.
After I had contacted my congressman, they suddenly claimed to have all the necessary paperwork and needed 40 days to make a decision. their decision was, they found aLien on the property, and gave me a couple of weeks to have it removed. i could not do this as VUHL no longer had a record of my account as they turned it over to FMC against my will and without my permission. Therefore, XXXX XXXX or their Successor are responsible for the Lien. FMC is VUHL 's successor, meaning they themselves hold the lien on the properrty, and they refused to remove it, and they denied me any loss mitigation, modifications or remortgages due to the title not bing clear. This is their fault and their responsibility. i want nothing less than this company put out of business. I akso want to be referred to a law firm who specializes in fraudulant mortgage companies as I have been caused a great deal of stress and embarrassment over this as FMC continued to have an attorney proceed with foreclosure proceedings and set a date for sherriffs sale of XXXX XXXX. now everyone i know knows my business. And this shouldn't have happened as FMC is obligated to do modifications by law. The federal government has given tax dollars to these mortgage company to forgive debt or modify, and FMC has refused to do so.
I have attached a letter of their denial stating the title was not cleared. And i have attached the lien stating VUHL or their successor are responsible for the Lien. They own the lien and they should have cleared it and thy did NOT! I want to be referred to a lawfirm willing to sue, and i want the federal government to step in and strip FMC of any lisences to work in the financial industry as they are absolutely ignorant, incompetent, and refuse to follow rules and laws. And I want to sue for the embarrassment of having my house listed for sherrifs sale, when it should not have gotten to that point except for the ignorance and incompetence of the underwriters at FMC. I want them all fired and unable to pay their mortgage for a few years, as they should have to see how it feels to deal with someone like them while they worry about losing their homes. The bunch of uneducated incompetent morons!
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| 03/11/2022 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Older American, Servicemember |
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Let me start by saying my father is a retired veteran with dimentia and I have power of attorney to make decisions on his behalf. So as his oldest biological son I have been dealing with this issue. We were reached out to by Freedom Mortgage about refinancing out current mortgage to get a lower rate. Not having to change the number of months on the loan. My parents jumped on this opportunity as they are on a fixed income. We submitted all the paperwork but the title company needed some affidavit of affixture. When the docs were requested I had reached out several times to get assistance as I did not know what this document was. Not to mention they currently hold the mortgage on the property so that should have already been found in the county. They close the account because we can not figure out what to do. They didn't provide any reason for need for this or assistance on what it was when we asked for help. That is step 1. In XXXX of XXXX a XXXX XXXX from Freedom mortgage reached out to re-open the account. I brought up this issue and he told me it would not be an issue this time as he would push it through. I asked again if it would be an issue and was assured it would not. So we re-opened the process only to find out that it was an issue again. So I started making calls about it because I again did not have an understanding of what the affidavit of affixture was. I got some assistance form someone in XXXX of XXXX. They needed the document by the XXXX. I asked for an extention till the XXXX. Our rate lock was about to expire so we extended a month. I was told to have the informatino send over by the XXXX. I had taken the XXXX off to go to the XXXX and start the process. Found out that you need a title to do this. We didn't have a title there is a deed. ( which indicated these documents have already been filed with the state ) So at this time I was told to go to the county assessors office. That is part 2 I drove downtown to the county assessors office with my parents in tow. When we arrived to the office I was able to speak to someone who actually deals with this exact issue. He was most helpful and was able to find the document that was filed in XXXX ... 30 years earlier and I was told I could not get a new affidavit of affixture but he printed out the old one for me and told me if I want an official one I have to go across the street to the county recorders office. We did just that. They pulled the file and gave us an official copy. I am finally releaved as I was TOLD we could close in 2 weeks once they get this document. So I scan it in and send it to the mortgage company and the title company on the XXXX. As agreed upon by an employee of freedom mortgage. I didn't hear back from them so I called on monday XXXX for a status update and was told my file was closed. Yet literally 10 days earlier I spoke with someone about the deadline and was told it would be okay. 3rd LIE! At this point I have been lied to multiple times. I was mislead and told a document was needed when in fact it was not due to having a deed. So this was 6 months of a headache that was never needed to happen. I had to take a day off of work to get these documents that were not needed. I have spent the last couple weeks trying to reach someone at freedom mortgage and no one will return the call. I finally got ahold of an XXXX XXXX and he has said he reached out to management and they sales side to get someone to call me and they never did. I gave them a deadline of XXXX on the XXXX of XXXX to get back to me and avoid this complaint however they did not call me back at all. So here I am writing this complaint. I was misled, lied to, ignored and overall this process was a nightmare. And my parents being retired could have used the lower payment on their house a few months ago when this first started. I feel like we were mislead from the beginning and they didn't actually want to do any of this by the way it was all handled. I hope that this complaint will have some effect and get this resolved.
I have attached the Power of Attorney for my father XXXX XXXX so the company can not claim I am unauthorized as they have a copy of said power of attorney in their possession.
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| 05/13/2022 |
Yes |
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- Trouble during payment process
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Web |
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In XX/XX/2022, we received notice that our insurance had gone up and our escrow would face a shortage. We were advised by Freedom Mortgage that in order to prevent a shortage, our monthly mortgage would be increased from {$2700.00} to {$3100.00}. Or, we could make a one-time escrow payment of {$3000.00}. We called and informed our mortgage company, Freedom Mortgage, that we would be making the one-time of XXXX, sometime in XXXX, 2022. In XX/XX/2022, we sent to Freedom Mortgage a check for our regular payment of {$2700.00}. We were never informed that there was also an increase in the monthly mortgage payment regardless of the fact that we made the one-time payment to the escrow for the shortage. According to our bank, XXXX XXXX XXXX, the payment of {$2700.00} was cashed on XX/XX/2022. Shortly thereafter, we sent an additional check to XXXX XXXX in the amount of {$3000.00} for the escrow shortage. The {$3000.00} check was cashed according to our bank, on XX/XX/2022. The check for {$3000.00} was an incorrect amount. The check should have been for {$3000.00}. On XX/XX/2022, we realized our mistake and we called Freedom Mortgage to advise a check for {$49.00} was already in the mail. From that call we were transferred to XXXX XXXX to further assist us. XXXX XXXX stated that she was an Escalation XXXX and that she would be helping us to resolve any issues. She informed me that our payments were incorrect in that our new payment regardless of the fact that we paid the escrow shortage, would be {$2800.00}. We were never informed via letter or any other form other of communication about the increase in the monthly mortgage payment until we spoke with XXXX XXXX on the Phone on XX/XX/2022. At the time of the conversation with XXXX XXXX, XXXX XXXX advised that we need to make a payment of {$430.00} for various reasons and to apply to certain things including the {$49.00} that we were short of on the escrow check. We made an over the phone payment to XXXX XXXX on XX/XX/2022 and advised her that when the check that we sent out for {$49.00} is received, she could just apply it to our account. We advised XXXX XXXX that we also had a late charge on our statement that should not be there. Our mortgage was received and paid on time in XX/XX/2022. We also stated that perhaps someone confused the mortgage payment with the escrow payment which was received and cashed after the mortgage grace period of XX/XX/2022. XXXX XXXX stated that she would have the late charge removed ; and she did. We also advised XXXX XXXX that our mortgage statement for XX/XX/2022 and it states they we owe approximately {$6000.00}. XXXX XXXX advised that we should ignore the XXXX statement because everything has been straightened out. Shortly after XX/XX/2022, my husband and I checked our credit reports and we discovered that Freedom Mortgage has reported us as being late 30 days in XX/XX/2022. We notified Freedom Mortgage of the 30 days late that they reported to the credit bureaus and of the fact that our XXXX Mortgage statement also says that we owe {$6400.00}. We the notification thru XXXX XXXX via email and she stated in her return email that Freedom Mortgage has us reported as paying on time and again we should ignore the XXXX mortgage statement because perhaps the paperwork has not caught up with the account. We have received the XXXX late payment information for XX/XX/2022 that Freedom Mortgage notified XXXX and XXXX as early as yesterday, XX/XX/2022. XXXX XXXX 's statement is incorrect. Freedom Mortgage has sent an answer to our first complaint that we filed with you stating when this or that payment was made, but they have not addressed nor corrected the issue of reporting us as being 30 days late in XX/XX/2022, to the credit bureaus, when they indeed cashed our XX/XX/2022, monthly mortgage payment check. My husband and I are both seniors whose health is not the best. These unnecessary issues cause us undue stress. We have always made our mortgage payments as we should not be reported as late when that is not so. Freedom Mortgage has cashed every one of our checks every month with no exceptions or skipping of any month. I have the bank records to prove this point.
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| 09/11/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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The following message was sent to Freedom Mortgage : In XXXX we refinanced our home right about the time XXXX XXXX and Freedom Mortgage were merging. The entire process was a nightmare with the worst part being the homeowners insurance part of the paperwork. It was such a cluster that we almost were not able to close in time causing our interest rate to increase.
Our homeowners insurance was due right about the time we were refinancing. XXXX XXXX paid the homeowners insurance invoice in full before the refinance was complete. As part of the paperwork for the refinance, we had to provide proof that it was paid. Even though XXXX was now Freedom, they could not or would not share the records. We had to jump though many hoops, send many emails, have my insurance agent sent many emails and even have my insurance agent on a three way call with your company say out loud that the account is current and paid in full for one year with the policy covering dates XX/XX/XXXX to XX/XX/XXXX. THIS PROCESS TOOK 20 DAYS ( XXXX to XX/XX/XXXX I have the email chain If you like ) FOR FREEDOM MORTGAGE TO GET IT RIGHT. Despite your best efforts to loose a customer, on XX/XX/XXXX the refinance was official.
Fast forward to XX/XX/XXXX when I get a call from my insurance company saying my policy is in danger of cancelation since it hasnt been paid out of my escrow account like it should have. I called Freedom Mortgage and the agent stated they had not receive the invoice from XXXX XXXX XXXX but agreed to call my agent and make the necessary arrangements. I got a call back from Freedom Mortgage stating they have the information they needed and would be rushing/overnighting a check. XXXX XXXX XXXX agreed to notate the account with the details and extend my coverage while waiting for the check. During the course of the conversation, the Freedom Mortgage agent also let it slip that we were already being charged for Freedom Mortgage Backed Hazard Insurance since XX/XX/XXXX to the cost of {$950.00}. I was traveling so Id have to deal with that alter.
Fast forward again go XX/XX/XXXX. While traveling for business, I get a call from my wife telling me we are being charged for Freedom Mortgage Backed Hazard Insurance since our insurance had lapsed. I called my insurance agent to see what the deal was and his office confirmed that the Freedom Mortgage never submitted the payment like they said they would ( huge surprise ) in the conversation on XX/XX/XXXX. My insurance HAD NOT LAPSED, but it would soon, so I switched my payment to month-to-month and paid the XXXX and XXXX bills on my debt card ( {$430.00} ). I then proceeded to call Freedom Mortgage once again to see what was going on. They agent stated that Freedom Mortgage never received the invoice so nothing was paid. Again the Freedom Mortgage agent called my insurance agent and made the necessary arrangements. I got a call back from the Freedom Mortgage agent and would not let him disconnect the call until he could confirm for me that the invoice was received and the amount due. He was able to do so an the full invoice amount was later paid on XX/XX/XXXX and received by my insurance company shortly after that. An escrow refund for {$86.00} was also applied to my account for the second round of Freedom Mortgage Backed Hazard Insurance that was added in error.
In the end, I have proof that I was fully insured by XXXX XXXX XXXX from XX/XX/XXXX to current date and should never have been charged the {$950.00} for the Freedom Mortgage Backed Hazard Insurance. I would like a credit refunded to my escrow account in that amount.
Timeline : XX/XX/XXXX : 1-year Insurance Policy paid by XXXX XXXX XX/XX/XXXX : Freedom Mortgage refinance complete.
XX/XX/XXXX : Freedom Mortgage charges me for their own insurance.
XX/XX/XXXX : I get a call from my insurance company and make arrangements through Freedom Mortgage for payment which never happens.
XX/XX/XXXX : I get mail from Freedom Mortgage stating we were being put on Freedom Mortgage Backed Hazard Insurance again. I call insurance company and make arrangements through Freedom Mortgage for payment again.
XX/XX/XXXX : Payment received.
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| 01/06/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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Freedom Mortgage LN XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX CA XXXX XXXX XXXX XXXX We started a short sale with Freedom Mortgage on XX/XX/2019. Today, Freedom Mortgage has come up with even more illegal acts to add to the list of illegal acts they have committed on every file we have with them.
Freedom Mortgage has outright denied the short sale due to the existence of Water District Lien and an HOA Lien. Freedom Mortgage is demanding for the seller to pay for a lien that is currently on title, in order that it be removed from title before they will continue their review of the short sale, and have refused to move forward with the short sale until the seller removes the lien from the property.
There are several issues with this request.
1. This is a violation of CFPB Guidelines, as they are committing illegal acts.
2. This is an illegal request, according to California State Law CA 580e. ( ( ( See attached code. ) ) ) 3. This is a Federal RESPA violation, as they are requiring liens to be removed outside of escrow.
4. This is a violation of servicing guidelines, as they are committing illegal acts Does the investor know this is going on?
5. The California Department of Real Estate has stated emphatically that hiding liens from the investor, which Freedom Mortgage is attempting to do, is in fact ILLEGAL 6. Freedom Mortgage is attempting to act as escrow title in a transaction for which they are not only not in that role, but more obviously, they do not have the training, education nor licensing to act as title or escrow in the loans they service. This is also a conflict of interest for them.
7. Freedom Mortgage has no say in what happens to the other liens on the property. They do not have authority to dictate ANY TERMS on ANY OTHER LIENS. Freedom Mortgage needs to keep their focus on the loans they do service and do this appropriately. So far, they have shown a gross inability to service their loans appropriately since they do not even know the laws for the state AND COUNTRY in which they are servicing. **They do not understand current State and Federal Laws!!!!!!
***These directives are coming from Freedom Mortgages Underwriting department. Freedom Mortgage has trained their underwriters to commit these illegal acts, and as such needs to take full responsibility.
We have explained several times that these liens will be resolved at the close of escrow - just like any liens on the other 3000 short sales we have done.
-- -- -- -- -- -- - IT IS ILLEGAL TO FORCE A HOMEOWNER TO remove Utility Liens and HOA Liens from the title report.
The language directly from the FHA handbook 4000.1 is this : ( ( ( see attached ) ) ) Pre-Foreclosure Sales Eligibility Condition of Title ( III.A.2.l.ii. ( B ) ( 4 ) ). The Mortgagee must ensure that all FHA-insured mortgaged Properties sold under the PFS Program have clear marketable title.
Before approving a Borrower for participation in the PFS program, the Mortgagee must obtain a title search or preliminary report and determine whether the title is impaired by : unresolvable title problems ; liens that can not be discharged as permitted by HUD ; or a PACE obligation NONE OF THE ISSUES ABOVE APPLY TO THIS FILE. THERE ARE NO UNRESOLVABLE TITLE ISSUES. THERE ARE NO LIENS THAT CAN NOT BE DISCHARGED. THERE IS NO PACE OBLIGATION. -- -- -- -- - THERE ARE NO CLOUDS ON TITLE. -- -- -- THERE ARE NO ISSUES THAT WOULD IMPEDE CLOSING!!!!!!!!!!!
It is apparent that Freedom Mortgage is exceptionally unqualified to be in this industry. They do not have any knowledge of not only the State of Californias Laws, but also Federal Law and this is required if they are going to do business in the State of California, or quite frankly in any state.
Since we end up having to file the same complaints on every file we have with Freedom Mortgage it is apparent they are not training their employees at all. Their employees do not know how to read a HUD, are attempting to act as title and escrow ( which is a conflict of interest ), and do not understand Lien Priority. They have a training program that seems to be based on learning from their mistakes and CFPB complaints.
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| 11/04/2019 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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In XX/XX/XXXX I entered into the bi-weekly payment program with Freedom Mortgage. Initially I was denied because they erroneously stated that I was not eligible, however I was eligible because I was paid in full one full month ahead. So they started the Bi-weekly payment program at my request on XX/XX/2019. Everything was fine until XX/XX/2019 when they took the payment out of my savings rather than the checking account. Which resulted in Insufficient fund fees from both the mortgage company and the bank. I called about this in late XX/XX/XXXX and was informed that I had entered the savings account information. To which I disputed, I asked for proof of that account being entered by me on their website, I was told that they " do not keep track of payment information '' .... In XX/XX/XXXX, I requested that someone at Freedom Mortgage do an audit on my account or provide me with an itemization of all transactions associated with my account because the mortgage representative stated that I was not ahead on my bill and was actually behind. After speaking to multiple representatives and my own research, The extra payment was applied to the principal balance. From XX/XX/XXXX until XX/XX/XXXX I called a spoke with multiple representatives about this misapplied payment and asked for it to be applied to my house payment as it was meant to be. I received a different answer and reason for this each and everytime I called. The last week of XX/XX/XXXX, I was finally informed that this " misapplied '' payment was sent to the principal amount and could not be returned because Freedom Mortgage is unable to get a refund from their investors. I called 3 times in late XX/XX/XXXX, to get my house payment caught up. The last person I spoke with was specifically asked and told by me, That when I made my payment on XX/XX/XXXX ( for XX/XX/XXXX) that I would be caught up and due again the following day XX/XX/XXXX. I informed the representative that I would be making a payment on XX/XX/XXXX and another payment on XX/XX/XXXX. This morning I learned that that partial payment was not applied to my monthly payment but rather sent to the principal balance once again. Therefore, I am now behind again due to the misinformation and lack of response by Freedom Mortgage concerning the applications of my payments as well as the bi-weekly payment plan option. I asked that the partial payment that was again misapplied to the principal balance on XXXX XX/XX/XXXX be applied to my XX/XX/XXXX payment as intended and discussed with the Freedom Mortgage representative the last week of XX/XX/XXXX. They informed me that once again, they can not apply the payment as I intended because they cant get the money back from their investors. I have been with Freedom Mortgage for a few years and never had a problem until I backed out of a refinance with them in XX/XX/XXXX or XX/XX/XXXX. I feel that these ongoing issues are retribution for me not proceeding with the refinance. The reason I did not proceed with the refinance was because their mailer said I could refinance for nearly $ XXXX and while going thru the process, it turned out that I could only refinance for $ XXXX. If the mailer had said $ XXXX I would have never went thru the process of attempting to refinance nor would I spent {$350.00} on a VA appraisal. So, since XX/XX/XXXX, Freedom Mortgage has misapplied 2 partial payment to my principal balance. as well as cost me {$350.00} for a VA appraisal that I was mislead into purchasing.
My complaint has arisen for this XX/XX/XXXX payment being misapplied and refusing to return the money to the rightful allocation ( Monthly Payment ) due to inept customer service and lack of information provided by Freedom Mortgage. When I call Freedom Mortgage, I have to explain all of this to each representative because they have no idea what they are talking about. I can see more information from my home computer than the representative can on a company computer.
I have spent 3 months and spoke to at least 15 representatives at Freedom Mortgage, each with their own excuse, reason and solution, only to be shafted once again.
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| 12/03/2021 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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Contacted Freedom Mortgage several times via phone, email, and their website regarding the COVID-19 Loan modification that they finally offered. The message below was sent to XXXX XXXX, XXXX XXXX, and XXXX XXXX and I have yet to receive a response despite receiving at least one out-of-office message confirming that it was received.
In regards to the COVID-19 Recovery Modification offered XXXX Per Mortgage Letter XXXX, the Partial Claim must not exceed 25 percent of the unpaid principal balance as of the date of Default at the time of payment of the initial Partial Claim less any previous Partial Claims paid. At the date of default ( when the COVID-19 forbearance started ), the outstanding Principal was {$140000.00}. There are no previous partial claims paid for this loan. 25 % of the aforementioned outstanding balance is {$37000.00} of Partial Claim funds that should have been available to me.
The Pre-Modification Unpaid Principal Balance is listed as {$140000.00} per the documents, which as stated above, is incorrect. However, had it been correct, 25 % of this number for the calculations of the COVID-19 Recovery Modification claim is {$36000.00}, not the {$30000.00} that was indicated on the worksheet. Subtracting the Escrow Advances and the Delinquent Interest, the balance available for the Principal Deferment is {$25000.00}, {$6600.00} MORE than the {$18000.00} that was listed on the documents you previously prepared.
Additionally, you have listed that I owe you {$5000.00} in Escrow Advances on the documentation provided but per the statement dated XX/XX/XXXX, the Escrow Balance is only ( {$2800.00} ), {$2100.00} less. Factoring in the payments made on XX/XX/XXXX and XXXX on my behalf, the Escrow Advances should be {$3900.00}, not {$5000.00}.
I have contacted Freedom Mortgage several times requesting COVID-19 Modifications offers and never received the automatic review of my account form COVID-19 XXXX in XXXX of XXXX as defined by Mortgage Letter XXXX. It also states that The Mortgagee does not have to contact the Borrower prior to reviewing the Borrower for the COVID-19 XXXX or sending out the modification documents. Borrowers who do not qualify for the COVID-19 XXXX must be. Freedom Mortgage failed to this extent. Nevertheless, I filed a complaint with the CFPB ( XXXX ) on XX/XX/XXXX and XXXX XXXX XXXX responded that you were still getting the XXXX ready for release ''. He even stated that I needed to contact you to start the process, which I did, HOWEVER, Mortgagee Letter XXXX indicates that XXXX offers are sent without any application or request. This resulted in more than a MONTH of waiting and the resulting XXXX XXXX XXXX XXXX XXXX XXXX ) for the modification being raised from 2.77 % to 3.09 %, which as you know, was rounded ups to the 3.125 percent I was offered. I am requesting the interest rate be modified to 2.725 ( MAX ) to match the time of my original request.
The Mortgage Letter XXXX also indicated that Mortgagee must ensure that all Late Charges and penalties are waived. Mortgagees are not required to waive Late Charges and penalties, if any, accumulated prior to XX/XX/XXXX. There is a total of {$81.00} in fees and charges, including {$66.00} on my most recent statement ( attached ) and {$15.00} that was billed on XX/XX/XXXX for a Property Inspection Fee AFTER I contacted you regarding my options for a COVID-19 modification. have contacted you several times regarding. My multiple attempts to get this resolved ( attached below ) have also went ignored by Freedom Mortgage.
Furthermore, the letter was XX/XX/XXXX but was not mailed until XX/XX/XXXX, one day prior to an actionable decision being required on the account. Per " If the Borrower does not return the executed documents within 30 days, the Mortgagee must report Default Status Code AQ Option Failure. You only provided me 14 days to return the requested information AFTER you sent it one day before it was due as shown in the attachments.
I received out of office messages from the recipetants o I know my messages are in receipt, and are continently being ignored.
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| 05/15/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
Servicemember |
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We began a refinance with Freedom Mortgage on XXXX. We were supposed to close on the refi on XXXX, due to a unexpected XXXX for XXXX on XXXX, we called XX/XX/XXXX to have the closing pushed back a couple days. We got a new closing date XX/XX/XXXX and when the paperwork was brought to our house to be signed it was wrong. I notified XXXX XXXX on XX/XX/XXXX ( Freedom Mortgage representative ) and let her know that the paperwork was incorrect and that we didn't sign the documents. I submitted to her the paper work that was originally submitted to XXXX XXXX to show that our property taxes would be half of the amount they had listed. XXXX said she would get our paperwork corrected and Freedom Mortgage would contact us for a new closing date. During this time I asked if we needed to make our XXXX payment since it was getting so close to the end of the month. XXXX wanted to see how long the paper work would take to be corrected and was supposed to call me back. I never got a call back and on XX/XX/XXXX, I called Freedom Mortgage again to see what the status of the refi was, I spoke to a XXXX XXXX and she said we needed to make our payment since it was so late in the month. I tired to pay over the phone and Freedom Mortgage phone lines wouldnt accept the payment of XXXX like XXXX and I discussed needed to be paid. I asked her if I needed to pay our regular payment of XXXX or the increased amount and she stated the XXXX is what needed to be paid since we were wrapping our escrow shortage up into our refi. So I went on to XXXX bill pay and sent Freedom a payment for XXXX. I emailed XXXX to let her know that I sent it via our bank since Freedoms phone system wouldnt let me pay that amount.
One XXXX it was received by Freedom Mortgage. I logged onto our account and on my side I seen the money there on our account. I continued to reach out to Freedom on the states of the corrected paperwork and refi. During this whole time no Freedom Mortage employees has reached out to let us know that the XXXX had not been applied to our account and it was sitting in a hold account since it was not the new full amount, so when I log on to Freedom I see our payment and I am none the wise that it hasnt been applied because they have the XXXX I sent. After doing some more phone calls and investigating, XXXX ( supervisor over refi department ) informs me that he can not see my payment on his side and I needed to call customer service. I do this, and this is when I am informed that we needed to pay the XXXX, by a CS supervisor and that would bring our account current and the refi paperwork could be completed. I paid it over the phone right then, during this whole process I have reach out to Freedom Mortgage and made a effort to make sure our end of the paperwork and information is being done. Time after time I was promised call backs and never got them. I feel like we did our part to make sure that we kept our account current and communicated with Freedom to make sure they had everything they would need, during this time they could of said that we needed to make the XXXX, payment. Instead no one with the company told me that and reassured me on several occasions that the XXXX is all we needed to pay. At one point I even asked since we paid it after the due date due to the incorrect paperwork on Freedoms side, would we be reported late, i was reassured several times that we would not since it was due to paperwork errors and being told we could skip 2 months of payments ( it was a benefit of a refi ) I feel like in the end we did our part to communicate, pay what was being told we needed to pay and the moment we found out we needed to make a full payment, we did so. I have asked several times why Freedom never reach out to us, yet no one can answer that. We have been in good standing with them since they acquired our mortgage and we chose to refi with them, why would we pay late? Additionally, all of this has lowered our credit score a total of 103 points, this misrepresentation of our payment history will impact future purchases and cause higher interest rates than deserved.
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| 02/24/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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Nature of Complaint : Freedom Mortgage Senior Loan Officer offered me a refinance rate of 2.75 % and promised to lock it in on XX/XX/XXXX. On XX/XX/XXXX, just before scheduled closing week, I learned that he never locked the rate in. Current rates increased and our cost to refinance also increased significantly. Freedom Mortgage promised to honor the original offered made and then 12 hours later decided that they were not going to honor their offer / commitment.
Specific Details of entire experience : On XX/XX/2021 I contacted XXXX XXXX, senior loan officer from Freedom Mortgage. I indicated that our family was interested in refinancing our current home mortgage. XXXX communicated an offer interest rate of 2.75 % and indicated that he would lock the rate in for us. On XX/XX/XXXX, XXXX mentioned that, as a result of our credit scores, he would need to charge us a XXXX pt. fee in order to offer the 2.75 % interest rate. We decided and communicated with XXXX that we would still like to move forward with the loan. On XX/XX/XXXX, we exchanged some information pertaining to the loan and learned that we would close on the loan mid to end of XX/XX/2021. Two weeks past and I did not hear anything from XXXX or Freedom Mortgage. I sent a text message on XX/XX/XXXX checking in to see if our refinance is still going according to schedule. XXXX replied saying yes, everything is on track and our projected close date is the week of XX/XX/XXXX. Two more weeks pass and I do not hear anything. I follow up again on XX/XX/XXXX to make sure that we are still on track for closing the week of XX/XX/XXXX. That week goes by and never hear confirmation from XXXX. I contact his Supervisor XXXX XXXX on XX/XX/XXXX to try and find out why XXXX will not respond to me.
I spoke with XXXX XXXX over the phone XXXX XX/XX/XXXX ) and explained my circumstance with him. I indicated that I was concerned the XXXX was not getting back to me regarding the status of our refinance. XXXX mentioned that my entire loan experience working with XXXX does not seem normal and he would look into it. I asked if he could give me an update by the end of the business day ; he said he " definitely '' would. The entire day passed and I followed up with XXXX at XXXX. He said that I would hear from XXXX that evening. No call came, so at XXXXXXXX I followed up with XXXX via text message and I asked him when he would be calling. He replied back " tomorrow morning after I submit your rate lock .... ''. I immediately called XXXX XXXX to find out what in the world was going on.
XXXX XXXX told me XXXX on the evening of XX/XX/XXXX XXXX that XXXX never locked my interest rate in as promised on XX/XX/XXXX. He said the rates have since gone up but he will honor the rate that XXXX and I agreed to. I asked him if he could waive the points and he said " no, because the loan will now cost more and Freedom Mortgage can't cover the entire cost ''. Since my back was against the wall and I did not have any other options, I reluctantly agreed although felt that Freedom Mortgage should pay whatever additional fees there are ; I should not have to pay any penalties. XXXX promised that he would keep a close eye on my loan moving forward and I would not be disappointed.
The next morning XXXX XX/XX/XXXX XXXX I never received a call from either XXXX or XXXX. Instead I received an email at XXXXXXXX from XXXX outlining my only two options - both of which were not consistent with what XXXX and I discussed over the phone the night before. I was upset that XXXX was not honoring his commitment to me and discussed it again over the phone with him. He said that, after further consideration, he is not able to honor XXXX 's commitment to me. After the conversation, I texted XXXX that I'd like to discuss his XXXX email 's second option. I wanted to confirm that it included the cash out of our equity. Several hours later at XXXX, XXXX emailed me that option 2 is no longer available and he outlined a " new '' option 2. It was at this point that I decided to not have any further communication with XXXX XXXX and / or XXXX XXXX.
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| 11/07/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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In XXXX of XXXX, my fianc and I went through a ruff financial phase, I had to step up and help him with his needs, also take on all of the household financial responsibilities, and keep up with our XXXX children. Financially that was a lot for me especially with my XXXX XXXXXXXX Check being stopped ( reduction in income ). I reached out to XXXX initially because thats who owned my loan, I was informed that the loan was in fact being managed by Freedom Mortgage at that time. I never received any documents inform me that my loan had been changed to Freedom mortgage. I finally got into contact with freedom mortgage where they inform me that because of my hardship I qualified for the XXXX Forbearance plan. Also, that upon completion of the forbearance I would qualify for the XXXX XXXX XXXX where my interest rate would not be touched and the missed payment ls would be tacked onto the back on the loan. In XXXX of XXXX, I asked if I could come off of the Forbearance plan and resume my payments and was told No, that I had to wait out the Loss Mitigation process, they told me that I was protected and didnt have to do anything but wait on underwriting to make a decision. Fast forward and I kept calling, I was finally told in XXXX of XXXX that they were needing my past 2 months of Bank Statements and Check stubs. I sent it. No reply, nothing. I called again, and was told I needed those same XXXX items sent in, when I stated that I had already sent it, I was told that they were too old. Mind you, I sent the current, XXXX past and XXXX past. I sent 3 months of ban I statements and check stubs. Fast forward to XXXX, I get a call from a man stating he received an email to come and do an sprain my home for a pre-foreclosure. I called freedom mortgage again, and was finally told what do I they needed and they finally sent the Financial statement packet to be filled out. I have submitted everything and STILL havent heard anything. Below is the tentative timeline that the agent from Freedom Mortgage told me took place from her records.
XX/XX/XXXX - I was pulled out of forbearance plan ( no information was told to me ) XX/XX/XXXX - My File was assigned to an underwriter ( nothing was requested of/from me ) XX/XX/XXXX - A streamline offer was pending documents. ( No documents were requested of me ) XXXX - ( She wouldnt tell me what exact date ) I called to ask what was going on with my loan and when I could resume making payments. I was told they needed my XXXX most recent check stubs, and XXXX most recent Bank statements.. I sent the requested documents.
XX/XX/XXXX - My File assigned another underwriter. Loss mitigation was denied due to missing documents. ( The documents I sent back in XXXX. ) XXXX I called Freedom Mortgage again. And was told my account was in Foreclosure. I would need to submit a Loan modification packet. The packet was finally mailed to me. I filled out and on XX/XX/XXXX I submitted the packet along with my XXXX tax return, my current and last XXXX check stubs, current and last XXXX Bank statement. I havent heard anything back. I called and was told to give them XXXX business days for the packet to be received.
None of this stuff is listed on my online account! None of these details or messages. The only thing I received in mail was my mortgage statement each month. I called about it and was told that I would keep getting my statements but everything was fine and I was protected throughout the loss mitigation process. Unfortunately, I was never IN the loss mitigation process come to find out. They were needing documentation that I never knew they needed. I have had so many costly penalties, late fees, and attorney fees added to my account. I want all of those fees removed because I intact qualified/qualify for the XXXX XXXX XXXX XXXX. This modification will allow me to keep my current interest rate and not lose my home to foreclosure. I have been told by freedom mortgage that the XXXX is not allowing this modification any longer which is a LIE. They are trying to take my home and get all the money they can. No help at all!
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| 12/14/2023 |
Yes |
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- Struggling to pay mortgage
- Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
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Web |
Servicemember |
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After spending hours on the phone with the VA XXXX, HUD, and XXXX XXXX XXXX, who services the promissory note. XXXX XXXX XXXX advised they are reaching out to VA to obtain Modification and Promissory Note details, which should occur within 24 hours. At that point, she can provide a payoff and wire information, cost of reconveyance, and lien release, etc.
XXXX XXXX XXXX XXXX handles all VA loan modification payoffs for subordinate loans, and they personally stated that this can be paid off at any time without prepayment penalties, or any restrictions relating to my primary mortgage.
They will contact me today personally via phone, once they have received all modification documents, to be able to provide a payoff to you.
Freedom Mortgage misinformed me and has been careless with this modification. The Cares Act, clearly details the rules surrounding the forbearance and modifications of VA loans, specifically reads that we should be allowed to pay towards or in full the subordinate lien amount without issue at any time throughout the duration of the loan, not to exceed XXXX XXXX
I just received further follow up from VA Customer Service Rep., as they reached out to their supervisor for further support because my account did not look correct. From what the VA found in their system, Freedom Mortgage completed the Modification, and uploaded the pertinent documents related to the modification and promissory note, although they never finished the filing of the claim with the VA and the VA has never paid out on the claim. So according to the VA, they don't have a claim with any monies owing for the subordinate loan and are unclear as to why there is a 2nd lien recording showing the VA as the Lender for it.
So, at this point, the VA has the loan modification and promissory note uploaded to start the claim, although Freedom Mortgage never completed the claim and the VA never paid out to Freedom Mortgage on the claim.
When I viewed the recent title report for my property, it shows there was a lien recorded on XX/XX/, showing the Lender as Secretary of Veterans Affairs. The VA said this was not recorded by them and they have no record of it.
In speaking with Queen in Loan Modifications at Freedom Mortgage, when explaining that the VA can see that Freedom Mortgage started the Partial Claim Loan XXXX XXXX, uploaded the executed modification documents, but they never completed the process by filing the claim and being paid out on the claim. She advised that there was an issue with recording and Freedom Mortgage decided to hold the loan " in house ''. She further stated that this is an internal loan being carried by Freedom Mortgage so the VA would not have anything to do with it. She also stated that the payment of the lien would be directly to Freedom Mortgage. I then requested to speak with her supervisor.
Spoke with XXXX XXXX XXXX XXXX XXXX, who advised that she has to speak with Loan Mitigation and Underwriters regarding the servicing of this loan. They stated there was an issue at recording of the Loan Modification and now Freedom Mortgage holds the modification loan in house. I explained that I was never informed there was an issue regarding the recording of the document and I am unsure as to why I would pay off the subordinate loan to Freedom Mortgage when it clearly states in my signed, recorded promissory note that I am to make the payment to XXXX XXXX. The supervisor stated that the VA is not involved in the partial claim and I advised that is incorrect.
According to my signed legal document recorded on my property there is VA partial loan information, case numbers, etc.
The Freedom Mortgage supervisor said she will have an answer for me by Friday with who I should make the payment to because of the issues on my loan modification.
I will be reaching out to the VA again to review this issue with them, now that I have viewed the Title report for my house, which shows a 2nd lien being recorded by the VA, and the modification loan agreement I signed as of XXXX still is not showing on title for my property.
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| 11/10/2021 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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I re-financed my VA home mortgage and it closed on XX/XX/XXXX. The new mortgage did not have an escrow account as the loan to ratio was 38 %, well below the customary 80 % threshold. In XXXX I was contacted by the mortgage company that they did not have a copy of the flood insurance policy and needed it for their records. I forwarded the original email I had sent them which contained a copy of the policy. I was contacted again by the mortgage company stating they had not received the policy and would force a policy on me. I contacted the flood insurance company and requested they send a copy of the policy to the mortgage company. I was cc 'd on that email dated XX/XX/XXXX. I spoke to the mortgage company and they again said they had not received the policy. I forwarded the email from the flood insurance company with a copy of the flood insurance policy enclosed. I asked for a return receipt in my email and when I did not receive one, I called the mortgage company the next day and confirmed they had received the flood insurance policy. I paid the annual flood insurance policy at the renewal date and shortly after received a refund check from them stating " duplicate payment. '' I called the flood insurance company as after reviewing my checking account, I did not see a duplicate payment. The flood insurance company informed me that the mortgage company had duplicated my payment. I called the mortgage company and spoke with someone in the insurance department and was told, " I see the notes on your account. You did your due diligence and I will get this corrected. '' I then received a notice in the mail from the mortgage company dated XX/XX/XXXX, stating " You are receiving this statement because you have an escrow account with us. '' I again called the mortgage company and spoke with someone in the escrow department. I was told they would " remove the insurance so it does not create a negative and put in the request to remove the escrow account and make sure no disbursements go out again. I was told I would need to send in a written request to remove the escrow account and to send in the duplicate payment check from the insurance company. I sent the request to remove the escrow account with the original refund check from the flood insurance company to the address provided by the individual in the escrow department. I received a letter dated XX/XX/XXXX, stating the request to remove the escrow account was denied. The letter states the following conditions are necessary for canceling an escrow account. 1. Loan is not an FHA insured loan ( VA loan ), 2. Loan has a Loan to Value Ratio below 80 % ( LTVR is 38 % ), 3. Loan has good payment history or timely payments for the principal, interest, and escrow payments ( principal and interest payments have been made on time with additional funds going to the principal each month. There is not an escrow account added to this loan until XX/XX/XXXX per the XX/XX/XXXX statement received ). I called the mortgage company yet again and spoke with an escalation specialist who transferred me to a mortgage team member who told me she would get her supervisor involved and submit a request to remove the escrow account. I asked that I receive something in writing by the end of the day to that effect. She said it would be by the end of the week. Today, XX/XX/XXXX, I received a call from the mortgage company saying they are refusing to remove the escrow account and that they don't have the refund check. So I am out the money I paid to the flood insurance company, out the refunded money for the duplicate payment and being charged through an escrow account that per 12 CFR 1024.17, if the escrow account was a condition of my loan, I should have been notified in the closing disclosure. Instead, the escrow account was added to my loan without my knowledge and although I meet the criteria in the letter I was sent by the mortgage company for conditions to remove the escrow account, they are still refusing to remove the escrow and to refund me the money already paid to the flood insurance company.
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| 08/11/2022 |
Yes |
- Mortgage
- Other type of mortgage
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- Struggling to pay mortgage
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Web |
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To whom it may concern, In XXXX of XXXX I, XXXX XXXX, went into the forbearance plan with my mortgage company, Freedom Mortgage. It was a six month forbearance plan that was granted an extension in XXXX of XXXX until XXXX of XXXX. I kept in contact with customer service at Freedom Mortgage throughout my forbearance plan via phone in which I was assured my loan was in good standing and we discussed the options for continuing payments after my forbearance plan expired. In XX/XX/XXXX I spoke to customer service at Freedom Mortgage and chose the loan modification option to continue my loan. At that time, I was offered a loan modification option with a 3.45 % interest rate [ Exhibit A ]. The customer service representative asked, Do you accept this loan modification offer verbally? and I responded yes. I was told the underwriter would prepare the documents and they would be sent out shortly. The discussion should be recorded as stated by Freedom Mortgage on the initially intake line. I received a letter from Freedom Mortgage stating that I had done everything on my end and they had done everything on their end but they were waiting on an updated title report and title policy [ exhibit B ]. I called the mortgage company several times, at least once a month, throughout the next couple months in which every time I was informed the underwriter was working on the loan and the documents should be sent to me shortly. I never received the documents, however, every time I called Freedom Mortgage they told me it was a mistake on their end and they would put my account into review and I should hear from them shortly. That has been the response from Freedom Mortgage for the past eight months now. They told me my payments would start in XXXX of XXXX and I resumed making payments at that time based on the total I was quoted with the 3.45 % interest rate from the loan modification. I have made my payment every month since. In XXXX of XXXX when I spoke to Freedom Mortgage over the phone they finally told me they were sending out the final loan modification documents. When I received the documents [ Exhibit c ] I was not given the agreed upon 3.45 % interest rate but a 5.1 % interest rate with a higher payment. I called them and they told me to hold off on the documents, they would put the account into review and I should receive an answer soon on whether or not I was still eligible for the 3.45 % interest rate. I was told they would put an extension on the 14 day deadline for 5.1 % offer on my current documents as a precaution and I should hear back from Freedom Mortgage and receive the documents for the loan modification from my initial offer of a 3.45 % interest rate. I have called every couple weeks and they continue to tell me my account is in review, waiting to hear from the underwriter, and no action will be taken against my loan until an answer is received from the underwriter. Yesterday, I received a certified letter from freedom mortgage stating my home is in pre-foreclosure [ exhibit D ]. Freedom Mortgage claimed they have been unable to reach me and I have 30 days to respond. This has been a very unsettling and disappointing experience. On a personal note, I have XXXX kids currently living in the home, XXXX of my own and XXXX step-children, and after the stress and financial hardship of a global pandemic we are recovering and making our mortgage payments but feel as though Freedom Mortgage is attempting to refuse to process our requests and trying to take our home.
I spoke to Freedom Mortgage again today, XX/XX/XXXX. I was told the Loss Mitigation had been taken off our account and our loan was not in review even though on the XXXX of XX/XX/XXXX when I made our payment I weas told our account was in fact under review and we needed to continue to wait for un underwriters approval. I was told today we needed to restart the Loss Mitigation process and interest rates have continued to incline and it may again increase our payment. I accepted ; however, I was not given another option other than foreclosure on the home.
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| 07/03/2018 |
Yes |
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Web |
Servicemember |
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XX/XX/XXXX my husband and I closed on VA mortgage. The loan was sold to Freedom Mortgage shortly there after.
XX/XX/XXXX we refinanced our VA loan via the IRRRL through the VA and serviced by Freedom Mortgage.
XX/XX/XXXX I received a notice from Freedom Mortgage informing me that the mortgage was not insured and I needed to begin paying Mortgage insurance on our home loan.
I immediately called Freedom Mortgage to inquire and was told that there was a computer entry error and all of their systems indicated it was a conventional loan but the loan documents reflect a VA loan. I was told that it would be corrected and if there were any issues I would be contacted.
I became behind on my mortgage due to a divorce so I contacted Freedom Mortgage about a VA loan modification or another IRRRL. I was told again that I did not have a VA loan. To this date I have been unable to gain assistance either by modification or IRRRL.
Over the past three months I have spent hours on the phone with Freedom Mortgage.
Of the numerous representatives that Ive spoken with, below is a list of the most important contacts at Freedom Mortgage XXXX XXXX ID # XXXX. He said the loan was mis-entered and would send a note to have it corrected to reflect a VA loan.
XXXX XXXX-was told that our loan was not approved for the IRRRL because my husband and I divorced XXXX. I told her this was incorrect and directed her to the VA funding guidelines Section 6 IRRRL- ( Ive also spoken with a rep from the VA that confirmed we did qualify for the IRRRL because even though we were divorced, my ex-husband remained on the loan and agreed to apply his VA benefits. ) XXXX transferred to her manager XXXX XXXX XXXX XXXX XXXX ID # XXXX Direct telephone # XXXX XXXX reviewed loan and confirmed it was not a VA loan. Escalated the issue to his VP XXXX XXXX.
XXXX XXXX XXXX confirmed that Freedom Mortgage dropped the ball on our loan and did not submit it to VA within 72 hour as was required. Now because the loan is delinquent VA will not guarantee the loan. Found that the issue occurred in the XXXX Department He also explained that if the error occurred in his department, Servicing hey would use their discretionary funds to bring the loan current then submit to VA for insuring. He would call me when he had an update.
XXXX XXXX XXXX-said there was no update but legal is working with the Guarantee department to identify the options available and would have an answer by noon the following day.
Since that call I have not received an update or call back from XXXX.
XXXX -XXXX XXXX-CEO of Freedom Mortgage. I left a message with his Executive Assistant XXXX XXXX, and asked for a call back.
XXXX XXXX XXXX-Senior VP- XXXX X XXXX XXXX returned my request for a call that I left for Mr . XXXX. XXXX blamed me and said XXXX XXXX XXXX was harmed because the loan is not insured by the VA. I told her I have been harmed because I no longer have VA loan benefits or assistance. I can not get a VA ReFi or any other assistance from the VA because the VA does not show I have a VA loan. The VA confirmed with me that our loan was never submitted to the VA.
XXXX said that she was going to speak with XXXX XXXX and get back with me.
I have researched similar issues with XXXX XXXX XXXX ( XXXX ). The US Attorney General and DOJ sued and won a case again FMC for mishandling of FHA loans. There is also a recent XXXX XXXX that indicates the Government is considering disallowing FMC and others from servicing and Refinancing VA loans because of their negligent mishandling of loans.
There are also multiple individual suits again FMC for similar issues. Recently, in NJ a Judge ruled on behalf of the plaintiff and won the suit against FMC for loan fraud. Again, a similar issue.
I am a single mom of XXXX small children. I live on a very tight budget so that I can afford a home and necessities for my family. I do not have the money to hire an attorney to help me deal with XXXX Mortgage.
Any assistance you can provide would be greatly appreciated.
XXXX Regards, XXXX XXXX
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| 05/12/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
Servicemember |
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Company : Freedom Mortgage Timeline of events : Loan Number : XXXX The home closed XX/XX/2019. The payoff balance submitted included the XX/XX/2019 payment.
On XXXX XX/XX/2019 XXXX XXXX XXXX submitted payoff for the property to Freedom Mortgage.
According to Freedom Mortgage customer service representatives this payment was not received ( or perhaps accepted ) until XXXX XX/XX/2019 triggering a 30 day late payment.
On XXXX XX/XX/2019, 9 days after Freedom Mortgage Representatives say payoff was received a derogatory entry is made to my credit report stating the account is open and delinquent. At this time I contacted customer service and asked why the entry was made in this manner. I was told the account was open and delinquent. Mind you at this point the home has been paid off for 10 days according to the title company. Two calls were placed on the XXXX, it is important to note that on the second call I received excellent customer service, the rep was able to understand my situation and position and even opened the dispute for me.
XXXX XX/XX/2019 I placed multiple calls to customer service and provided the enclosed wire transfer paperwork via email. I was also informed that credit reporting was only done during the middle of the month and that for the account to show paid in full I would be required to wait until the middle of XX/XX/2019. On XXXX XXXX the account was updated on XXXX and XXXX with the same open and late status as XXXX received on the XXXX, further damaging my credit score. On the XXXX I was instructed to wait on the credit dispute department who would answer my challenge by XXXX XX/XX/2019.
XXXX XX/XX/2019 we received a letter not only stating that the account would not be updated but it included payment instructions on how to make our XXXX payment to resolve the delinquency. This is 26 days after payoff. Following this letter, I reached out with my grievance to the CEO.
XXXX XX/XX/2019 I received contact from XXXX XXXX XXXX who claimed to be a Senior Vice President with Freedom mortgage. I forwarded the above timeline to Mrs. XXXX. Mrs. XXXX responded on the XX/XX/XXXX stating that they would not fix the incorrect entry.
XXXX XX/XX/2019 I responded to Mrs. XXXX citing CFPB regulation 1026.36 Section 36 paragraph ( c ) subparagraph ( I ) which states : Consumer Financial Protection Bureau Regulation : 1026.36 Prohibited acts or practices and certain requirements for credit secured by a dwelling.
Section 36 Paragraph ( c ) subparagraph ( i ) : Periodic payments. No servicer shall fail to credit a periodic payment to the consumer 's loan account as of the date of receipt, except when a delay in crediting does not result in any charge to the consumer or in the reporting of negative information to a consumer reporting agency, or except as provided in paragraph ( c ) ( 1 ) ( iii ) of this section. A periodic payment, as used in this paragraph ( c ), is an amount sufficient to cover principal, interest, and escrow ( if applicable ) for a given billing cycle. A payment qualifies as a periodic payment even if it does not include amounts required to cover late fees, other fees, or non-escrow payments a servicer has advanced on a consumer 's behalf.
While also noting that she had admitted they received the payment XXXX XX/XX/2019. At this point she broke contact and refused to speak with me.
XXXX XX/XX/2019 Freedom Mortgage shows the account as paid off, however they have added an additional derogatory 30 day late payment for XXXX. This is impossible as the payoff for this account was received by them on XXXX XX/XX/2019. Additionally, I have contacted Mrs. XXXX and informed her that Freedom Mortgage 's inability or unwillingness to report fairly and accurately to the credit agencies has left me no other avenue but to file multiple complaints against them with multiple agencies.
At this time we are at 42 days with them reporting incorrect status on the account and now they have added more derogatory, incorrect information to the account on my credit report.
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| 05/04/2018 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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This is the letter I faxed to Freedom Mortgage on XX/XX/XXXX. The letter details the unlawful and false credit reporting practice of my current mortgage company, Freedom Mortgage.
XX/XX/XXXX Attention Freedom Mortgage : You have incorrectly reported a 30-day late payment of my mortgage to the credit bureaus back in XX/XX/XXXX. I called back in XX/XX/XXXX, spoke to a customer service representative, and she told me that I was up to date on my mortgage. I wrote a letter back in XX/XX/XXXX ( attached ) and received a reply ( attached ) that is still incorrect and against the law.
Your false reporting is not only damaging to my credit score, but makes it difficult for me to refinance this mortgage. Your incorrect reporting practices are harmful, false, and against the law. The damages are extensive because of the incorrect information you provided to the credit bureaus ; my credit score has suffered unlawfully since last XX/XX/XXXX. Your mistake has cost me time and money. This includes an interest rate on a loan that was higher than it should have been as I have been required to pay a higher interest rate for this loan.
I have attached the following documents ( which I reviewed with the customer service representative last XX/XX/XXXX when I called ) that prove you have made a huge mistake. Obviously, you need to make amends ASAP.
Documents included : 1. Document # 1 : Letter I sent to you XX/XX/XXXX demanding you fix the credit reporting mistake you made.
2. Document # 2 : Letter from XX/XX/XXXX detailing your ( unlawful and incorrect ) response to my letter dated XX/XX/XXXX.
3. Document # 3 : Letter dated XX/XX/XXXX that states XXXX XXXX XXXX will begin accepting your payments on XX/XX/XXXX. THIS LETTER IS DATED XX/XX/XXXX! This letter also states, Under Federal law, during the 60-day period following the effective date of transfer ( which is clearly stated as XX/XX/XXXX ), a loan payment received after the due date MAY NOT BE TREATED BY THE NEW SERVICER AS LATE. 60 days after XX/XX/XXXX was XX/XX/XXXX.
4. Document # 4 : Letter dated XX/XX/XXXX that states a totally different transfer date of XX/XX/XXXX. This letter is dated XX/XX/XXXX!
5. Document # 5 : Letter from XXXX XXXX stating the mortgage will be transferred effective XX/XX/XXXX stating, Freedom Mortgage will collect your payments going forward. Your new servicer will start accepting payments received from you on XX/XX/XXXX.
6. Document # 6 : Payment conformation that I submitted my payment to XXXX XXXX on XX/XX/XXXX.
7. Document # 7 : Letter stating you received a payment of {$6600.00} ( payment for the XX/XX/XXXX and XX/XX/XXXX mortgages ) on XX/XX/XXXX. ( The 60-day grace period under federal law would have expired XX/XX/XXXX. ) The complete payment was received XX/XX/XXXX.
Not only has your mistake cost me time and money, you continue to fight the factual evidence that proves you wrong. Please make amends now. I have spent over 10 hours collecting data and responding to your errors. My salary is $ XXXX/hour. You, therefore, owe me {$500.00} for the time and energy I spent refuting your false and illegal claims.
Reporting negative information to the credit reporting bureaus seriously impacts consumers in an extremely negative way. You must make sure that this information is reported correctly. In addition, you must not push back on consumers who are following the law and paying what they need to pay when they are required to pay it.
I am shocked that your company is still in business. Are you harming the spending power of Veterans and the population of US citizens who need to take out FHA loans? In other words, by making false claims, are you harming the most vulnerable citizens in our country? I can only assume that you owe thousands of dollars to thousands of citizens for your false and harmful reporting of credit information, thus harming their ability to borrow money and lead productive lives. Shame on you.
You must correct this mistake as soon as possible and make amends for your unlawful actions.
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| 08/14/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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To whom it may concern : I have been having extreme difficulty with Freedom Mortgage. Their address is as follows : XXXX. XXXX XXXX XXXX, TX XXXX. In an attempt to pay my XXXX payment, I accidentally made two payments. ( My bank has a gap of a few days between then an on-line payment is made and when they write a check. During this time, no pending payment is available to be seen on our account. ) When I realized this, I called Freedom for assistance. I spoke at this time to a very pleasant lady. She said that the payment would be applied to the XXXX 's bill. She began to look at our records, and found {$600.00} of ours that they had. I asked her at that time to put it on our principle. She told be she could n't do that. I asked her to refund the money because it does n't seem right that a company could just hold money of ours. She said she could n't do that either. She advised me at that time to call back prior to making XXXX 's payment to check with them. I was to call to have them to tell me what was owed so that they could make up the difference of a whole payment and our funds would be applied as a whole payment. I did as I was instructed. I was told to pay {$120.00}. This money came out of our account on XXXX XXXX. A few days later, I started receiving calls and letters from Freedom stating that I was behind on our payments I called back. I asked to talk to a supervisor. Eventually, I was allowed to talk to XXXX XXXX. He seemed helpful at the time. He told me that the bank had moved money inappropriately. He did say that there was a question of {$31.00} and some change. He told me that the person I had spoke to may have miscalculated. He then told me he would look into the account, and he would get back to me. He never called back, and he has since been " unavailable to take my calls '' but I can leave more phone messages. He indicated that there had been an escrow shortage. I was aware of this and had sent a separate check covering the full amount of 50-60 dollars ( I am not sure of the exact amount ) to them. Only part of the money was put to where it should have gone. He would put a ticket in to fix it. I was under the assumption that this matter had gone away. I then was called during dinner with my children by a different individual stating we were over 1400 behind because I owed the previous money and next months mortgage. On XXXX XXXX, I again called Freedom and requested to talk to XXXX XXXX. He was unable to speak with me. I did speak to XXXX ID number XXXX. She told me that there was a {$31.00} shortage and we would have to pay a late fee since it was past the XXXX of the month. I was extremely irritated, but wanted this to go away. I asked her how to take a payment and resolve it that day so I was not harassed any further by the phone calls. She said they only was to settle that on that day was to take a phone payment, but she would have to charge a {$15.00} fee to do this. I gave her permission. She took {$75.00} out of chase account on XXXX XXXX. Our mortgage payment was taken out of our account on XXXX. She said since it was mailed and they had n't received it by the XXXX we would have to pay a late fee. I questioned her at the time. She assured me everything would be taken care of if I just payed the fee. I received a confirmation number from her XXXX. ( I am enclosing a copy of the document I was sent from them at the end of this letter. I have since gotten a letter on XXXX XXXX stating that we owe {$1400.00} which is XXXX payment ( which was also made and XXXX 's payment ) We then went to talk to our bank to refinance the loan in an attempt to get away from this company. We learned at that time that when loans are bought from the original mortgage company the buyer has to honor the original terms. We were being charged late fees if the payment was received after the XXXX and not the XXXX as our original terms indicated. We were also told at this time that there was no way to ensure that Freedom did n't just buy our loan back from a new mortgage company.
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| 06/23/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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XXXX ( " XXXX '' ) was my mortgage servicing company. My monthly mortgage was and continues to be {$1400.00} ( P & I ). Commencing XXXX/XXXX/XXXX until XXXX/XXXX/XXXX, in addition to paying the mortgage to XXXX, I pay extra into principal on a biweekly bases {$84.00}, once on the XXXX of each month and another {$84.00} on or after the XXXX of each month.
On XXXX/XXXX/XXXX, I paid {$1500.00} and an additional {$84.00} on the XXXX of XXXX to XXXX for my XXXX/XXXX/XXXX mortgage. This is undisputed. It is my understanding that after XXXX/XXXX/XXXX, Freedom Mortgage ( " FM '' ) took over the servicing of my mortgage loan from XXXX. I was not aware of this until XXXX/XXXX/XXXX, when I actually received an introduction letter from FM. See attached, a copy of said letter addressed to me without the Suite `` # XXXX '' thereon, which made my mailing address INCOMPLETE. The reason I did not receive FM 's letter, dated XXXX/XXXX/XXXX, until XXXX/XXXX/XXXX was because the letter never reached me because the " Suite XXXX '' was not printed on that letter.
Obviously, XXXX did not have my full mailing address so I never received its Goodbye Letter by US Mail. I have called and advised XXXX about the incomplete mailing address on MULTIPLE occasions during the month of XXXX XXXX. When I called FM to inquire about the veracity of the loan transfer to it from XXXX, I had asked that FM send to me an Introduction Letter by US Mail and via email. In summary, I did not receive the verification/introduction letter from FM until XXXX/XXXX/XXXX. ( see attached letter ) On page XXXX of this letter from FM, it specifically states : " Under Federal law, during the 60-day period following the effective date of the transfer of the loan servicing, a loan payment received by your old servicer on or before its due date may not be treated by the new servicer as late, and a late payment may not be imposed on you. '' [ emphasis added ] Despite this clear notice to consumer, FM repeatedly called and harassed me during working hours daily until I received its Introduction Letter, dated XXXX/XXXX/XXXX but received on XXXX/XXXX/XXXX. Only upon receipt of the FM Introduction Letter did I initiate a payment online in the amount of {$2900.00} for both XXXX and XXXX XXXX mortgage payments. See attached screen shot of my mortgage account with FM. The screen shot will show that on XXXX/XXXX/XXXX, FM website reflects the payment of {$2900.00} had posted to FM.
The notice above from FM regarding what the Federal law states would have given a consumer like myself 60 days to make my first mortgage payment to the new mortgage servicing company, here, FM. As I stated earlier, I already made my XXXX/XXXX/XXXX mortgage payment to XXXX ( old servicing company ). That means I had, for the next 60 days, or from XXXX XXXX to XXXX/XXXX/XXXX, which I would have had to pay the new servicing company ( FM ) my XXXX XXXX mortgage payment. I paid on XXXX/XXXX/XXXX, which is TIMELY and no default could have occurred.
However, before I could make my mortgage payment to FM I had to do my due diligence in confirming that they are in fact a legitimate mortgage servicing company. I do not blindly make mortgage payments to any company seeking same as this would be easily have been a target for a scam or fraud. Credit fraud is rampant so I was extra careful because I have EXCELLENT credit ( FICO XXXX ). Since I did not receive a verification or introduction letter from FM until XXXX/XXXX/XXXX, I did not make any mortgage payment to FM.
Yet, on XXXX/XXXX/XXXX, I received another letter from FM ( see attached letter ) in the mail stating in relevant parts : " Our records reflect that your loan is now one payment overdue. The total amount due to cure the default on this account is {$2900.00}. This information has been reported to the credit bureaus. '' FM illegally reported negative comments to credit bureaus and this is a false reporting affecting my perfect credit! This is my chief complaint against FM for its illegal reporting of false info
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| 02/21/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My loan servicer was switched from XXXX XXXX XXXX to Freedom Mortgage in XXXX of XXXX. I received and paid bills to Freedom Mortgage every month XXXX, XXXX, XXXX, and XXXX. My XXXX statement showed me up to date and I made my regular payment on XX/XX/XXXX. I received a letter telling me that my account was past due on XX/XX/XXXX. To the best of my knowledge, on XXXX XXXX, {$2000.00} was debited from my account. The explanation was originally it was sent back to my prior loan servicer XXXX XXXX XXXX. They told me to contact XXXX XXXX XXXX to find out what happened. XXXX XXXX XXXX said that the loan switched and since then there has been no activity on my account. Also, they stated that there has never been a transaction of {$2000.00} in my entire account history. My payments for my mortgage are {$1700.00}.
When told this Freedom Mortgage said I had a payment returned to my financial institution. They cant provide this documentation and I have since sent them statements that show no such payment was returned. It has been almost 2 months since this began. I have begun doing all transactions on email since I want a paper trail and also, I have spent too many hours on the phone trying to resolve this. I have included all the phone conversation notes below. This includes details of their responses.
On XX/XX/XXXX I received a letter dated XX/XX/XXXX stating that " your loan is now two payments overdue. The total amount due to bring my account current is {$3500.00}. This information may have been reported to the credit bureaus. '' I called on XX/XX/XXXX at XXXX XXXX and spoke to teller # XXXX XXXX. She said she couldn't figure out the problem on my account and forwarded me to to XXXX # XXXX in the escalation team. After 42 minutes speaking to XXXX, they said they needed to call me back and that the department that needs to investigate this is closed. They assured me that I would hear back the next day in regular business hours. On XX/XX/XXXX at XXXX I called back and spoke to XXXX XXXX She could see that there were notes in my file that late fees would be frozen but that XXXX was on the phone and still hadn't heard back with the information needed. ( 22 minutes on phone ) On XX/XX/XXXX, I spoke with XXXX # XXXX in the management team for almost an hour. She sent me a direct email because she said I should have heard back. She said there were no notes to explain what had happened and that was unacceptable. She emailed me and the cash department and said to email her back or that she would email me information She said I should have to keep calling and waiting and getting the same response. She said it would probably take about a week.
On XX/XX/XXXX, I emailed XXXX and never got a response.
On XX/XX/XXXX, I called her and left a voicemail, no response.
On XX/XX/XXXX, I received a call in attempt to collect on defaulted mortgage. I was very upset and asked to speak to the escalation team. The agent said she was sorry she could see notes in the system but couldn't figure it out. She sent me to another agent. I spoke to XXXX # XXXX. She said they had no updates. She assured me that the will email the cash department again and to call back on XX/XX/XXXX. She again personally emailed me. She said that it appeared that they had sent my payment back to my bank account. She asked me to send a copy of my bank statements for XXXX to show that I never received the payment. I emailed her my bank statements that day. She said she would follow up. Again no response. She is not replying to emails.
At this point, I began emailing through their website. The responses have never answered my questions. One response was not even in regards to my question and seemed as though they sent an automated response regarding escrow information. I seem to be getting no where and dont know how to get a resolution.
I feel attacked, I cant stand receiving emails and phone calls and letters saying I am in default when I havent missed a payment. I feel harassed and they cant answer my questions.
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| 09/01/2020 |
Yes |
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- Trouble during payment process
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Web |
Older American, Servicemember |
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My loan is a VA Guaranteed loan and it is a Re-Fi. My first payment was due on XX/XX/XXXX. Although I did not receive a statement I did contact Freedom Mortgage before my payment was due to find out how much my payment is and where to send the payment.
I did get my first re-fi payment to Freedom Mortgage on XXXX however the payment was due on XX/XX/XXXX. I was told that the payment was still within the " grace period '' of 15 days and everything would be fine and no negative entries would be made into my credit record.
To this day I still do not receive a statements in time to make my payment on time. In fact most of the time I do not receive statements at all to make my payment.
The following is when my problems started with Freedom Mortgage : The onset of this problem started on XX/XX/2020 when a representative from Freedom Mortgage stated that their institution did not receive a payment from me from the month of XXXX. With that being said I sent a payment. A couple of hours later I deciede to check with my bank only to find that I did make a payment on XX/XX/XXXX.
I called Freedom Mortgage and explained to them what happened ( above paragraph ) and requested my duplicate payment for the month of XXXX back. I was told that they would send the payment back to me in 2 days. I did not receive my payment in the stated two days and requested my payment once again.
After weeks later with hours and hours spent on the phone with Freedom Mortgage, I finally received a check from Freedom Mortgage to replace my duplicate payment on or near XX/XX/XXXX. I deposited this amount back into my checking Account with XXXX.
The above is what I believe started the problem with Freedome Mortgage tracking my scheduled payments and they have claimed since XXXX that I have been delinquent or behind in my payments. At this point let me say that I have made every scheduled payment and I have all of the bank records. I have even spoke with my banking institution for verification that Freedom has received every scheduled payment and that they have cashed my payments.
Freedom Mortgage still insists that I owe for the month of XX/XX/2020 even though I have proof that the payment has been made. I have spent approximately 28 hours on the telephone with Freedom Mortgage trying to straighten out their mishandling of my account. I have emailed to them all of my cancelled checks and financial transactions made with them concerning my account which shows I have made all of my payment however I normally get a different person each time and everything has to be explained all over again. Sometimes the person I speak with gets it and sometimes they can't figure it out.
I spoke with one woman named XXXX who said she would fix the account because she found their mistake however I never heard from her again after she said she would send a detailed explanation to the correct department within their institution explaining where the problem is or was. She also stated I do not owe on my account and that I was completely correct.
After 60+ days Freedom Mortgage still claims I owe them a payment and I have received letters that they are charging me late fees more than once however I can not receive a statement from them to make my payment.
Again, I have all bank documentation proving that I do not owe Freedom Mortgage and that I am current in my payments. I also have every telephone conversation recorded with Freedom Mortgage recorded backing up everything I have stated in this complaint.
After 60+ days of Freedom Mortgage not being able to understand that I have made all of my payments I am beginning to believe that this is intentional and harassing a XXXX veteran for whatever reason.
I am in my XXXX 's and I am very ill. I am getting ready to sell this property to move my wife close to her family because of my poor health caused from fighting in XXXX. I am sick and tired of the harassment and or the continuous errors made by Freedom Mortgage.
Professionally, XXXX XXXX XXXX
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| 06/25/2020 |
Yes |
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Web |
Servicemember |
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I had a closing date scheduled at the beginning of XXXX. Closing date and time got canceled without notification. I show up to my closing while on XXXX XXXX XXXX for civil disturbance to find out no one was present. I called and rescheduled for a week later. Showed up for my closing and got a message from the notary saying documents have not been received and have to cancel 10 min before closing time. Rescheduled for a 3rd time for the following week. Got a message from the notary saying document have not been received. Called Freedom Mortgage and verified documentation has been sent. Notary said he or she would be available that evening. I said XXXX as its on m way to work. I got a reply stating it was canceled again. Rescheduled for the next day with the same result, no documentation received. Rescheduled for this last week on XX/XX/2020 after giving the Mortgage Company yet another week to get their act figured out. Showed up for my closing Its no contact from the notary as told I would receive. I called Freedom Mortgage and asked what is the problem and why am I not being notified of anything or changes to the closing date and time. They said there was need for a divorce decree in order to close. They also said they didnt understand why this got cancelled considering my ex wife would be at the closing to sign her name off the title on a Quit Claim Deed. Yet none of this was communicated to me until I showed up to all 4 of my closing dates they set a time for, and until less than 10 min before to 10 min after closing time when I had to reach out. I was also told to cancel my ACH withdrawal. When I was told this, it was the day before my mortgage was supposed to draft. I was not advised I had to do this 3 to 5 days ahead of time. I was told my mortgage payment would not be coming out of my account any longer. This was false as XXXX was drafted out of my account the very next day. Now I am told I have to tell the notary to make sure I get the XXXX back as a refund into my account or a credit in my next payment.
Dealing with Freedom Mortgage and who ever they choose to use as a notary to close Mortgages has been the worst experience Ive dealt with. This is not the first time these problem arise with Freedom Mortgage. I have refinanced 2 other times and had similar issues. Only the issues had to do with them telling me I would keep my current term and ily lower my interest rate. When they actually reset my term back to 360 months, just like they did this time as well. So each time I have been promised certain things that have never happened other than a lower interest rate. So my term gets reset to 360 months and I have to deal with incompetence from Freedom Mortgage and their notaries to get anything accomplished.
I need an immediate resolution as of yesterday. I am leaving for California for military service until XX/XX/XXXX. I will not be available to sign documents to close this loan. This loan is already funded at the lower interest rate so they have told me. I have advised them, until I see the closing documents in person and sign them, I am not making a mortgage payment as I am unable to guarantee which loan it will get applied to and if Ill have to deal with those problems as well.
I called Freedom Mortgage on XX/XX/2020 to find the loan number so I can file this complaint. All correspondence for this complaint are register to the loan number given. I have also been told that XXXX is almost up and my mortgage payment has not been made, on their advisement nearly a month ago when my first closing was supposed to take place. Now being told I need to make that payment or it will hit my credit report as a late payment. This would not be an issue if their scheduling and closing departments were able to communicate issues with my closing. So I should not be held liable for their mistakes. If this loan was closed a month ago like originally planned, Id still be in track for my XXXX payment without further damage to my credit report.
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| 04/17/2018 |
Yes |
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- Trouble during payment process
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Web |
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I purchased my home in XX/XX/XXXX. XXXX XXXX sold the FHA loan to Freedom Mortgage soon after. Before my first mortgage payment on XX/XX/XXXX, Freedom Mortgage sent me a letter reducing my monthly payment from an estimated {$2800.00} to {$2000.00}. My guess because the XXXX County Appraisal District was showing the home as unimproved, but I was never given a reason.
From XX/XX/XXXX to XX/XX/XXXX, I made my monthly payments of $ XXXX/ month. {$1500.00} was principle and interest and {$530.00} was to my escrow account for taxes and the FHA PMI totaling {$6400.00}. Then in early XX/XX/XXXX, I received a refund of {$960.00} dollars for paying too much into my escrow.
But according to Freedom Mortgage, they paid {$13000.00} for XX/XX/XXXX taxes and insurance and never made me aware of the shortage of escrow payments.
So I continued to make my payments of ~ {$2100.00} for most of XX/XX/XXXX.
It was not until XX/XX/XXXX that I was made aware of the " increased taxes '' from Freedom Mortgage due to the home now being calculated as improved with the appraisal district. So XX/XX/XXXX Freedom Mortgage made another payment of {$13000.00} for my taxes and insurance. Now, a year after the first payment of ~ {$13000.00} was made, they decide to make me aware of the shortage by sending me a letter stating that I have a shortage in my escrow account and that I need to pay {$16000.00} to " catch up '' and create a " cushion '' in my account. If I can't pay the $ XXXX, then my monthly mortgage payment goes up from {$2100.00} to {$4000.00} per month! This was completely insane! How could they delay telling me for a whole year!! In XX/XX/XXXX they could of told me I was short and I could made the adjusted payment then. I could of paid out any shortage and avoid such a high increase to my monthly payment.
Now here we areXX/XX/XXXX. I still do not have the problem resolved with Freedom Mortgage! I have spoken to about 10 different representatives over the last 4 months and I've had 2 different loan officers assigned to my account. I've been told I qualify to 4 different modifications over the last 4 months. First I was issued a spread of the $ XXXX escrow shortage over the next 5 years increasing my payment by {$260.00} per month, plus what I should of been paying for principle, interest, & taxes of {$2600.00}. Then another representative says I qualify for Hurricane Harvey disaster area assistance. Then I was offered a " loss mitigation '' package requiring me to send them numerous documents from tax returns, to profit/loss statements on my side business, to bank statements and pay stubs. In addition, I had to write a letter stating why I needed to be on this lost mitigation modification. Still nothing!
Last week XX/XX/XXXX I spoke to my 2nd assigned loan officer, and he stated that I did not need to send in any of the above documents at all. He stated he was perplexed at why I was asked to send! He stated I could of been placed in an FHA program that basically puts the outstanding amounts into an FHA loan that gets paid either when I sell the house or at the end of my 30 yr mortgage. This was the first time in 4 months of phone calls, almost every week, to Freedom Mortgage that I had been offered this program. So now I've been asked to send in Child Support Court Orders ( which is deducted from my bi-weekly payroll and is a line item on my pay stubs already sent in ) and Profit/loss statements for XX/XX/XXXXand XX/XX/XXXX.
I don't feel confident that this will get resolved anytime soon and I don't know what else to do. I have consulted with an attorney in XXXX and the best he offered was placing me in Bankruptcy. This was out of the question. I don't feel like I being treated fairly and that now I'm having to pay more for their mistake. I've also tried to refinance out of Freedom Mortgage, but have not had any luck due to my current debt to income ratio.
Please let me know if you require anything further and I thank you in advance for any assistance!!
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| 01/14/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Credit monitoring or identity theft protection services
- Billing dispute for services
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|
Web |
Older American |
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On XX/XX/XXXX, XXXX XXXX of XXXX XXXX XXXX faxed proof of homeowner 's insurance to Freedom Mortgage. For some reason, Freedom Mortgage took it upon themselves to issue a forced homeowner 's insurance policy on our house on XX/XX/XXXX even though proof of insurance had been provided. An escrow account of {$1400.00} was erroneously placed on our mortgage without our knowledge. On XX/XX/XXXX, Freedom Mortgage realized the mistake ; however the wrong amount ( {$1100.00} ) was refunded to the escrow account. This incorrectly left a balance of {$230.00} on our mortgage account of which we knew nothing about. This led to late fees being assessed and then to the eventual erroneous credit reporting of 30 days past due notification that showed up on both my and my mother 's credit reports on XX/XX/XXXX. We have NEVER had a late payment on our mortgage. We have paid our mortgage payment on time since XXXX!
The forced homeowner 's insurance policy should NEVER have been placed on our house in the first place. We have had continuous homeowner 's insurance on our house since XXXX! There has NEVER been a lapse in coverage. On XX/XX/XXXX, XXXX from XXXX XXXX XXXX emailed Freedom Mortgage proof yet again that we had CONTINUOUS homeowner 's insurance on this home in XXXX. The forced homeowner 's insurance policy led to a balance being placed on our mortgage that should have NEVER been there. This then led to late fees being assessed and then to the eventual erroneous credit reporting of 30 days past due notification on XX/XX/XXXX. Both my mom 's and my FICO scores have dropped more than 90 points since this incorrect reporting!
My mother is the primary on this mortgage account. My mother is XXXX XXXX XXXX and still works full-time. She recently battled XXXX XXXX. My mother was so stressed out and shocked about the erroneous credit reporting that she immediately called Freedom Mortgage on XX/XX/XXXX. My mother was at work that day and spent HOURS on the phone with Freedom Mortgage. Freedom Mortgage demanded that she pay {$380.00} to clear this problem up. My mother knew that we owed them NOTHING, but she was so panicked about the erroneous credit reporting that she paid whatever amount they told her to pay.
This is COMPLETELY unbelievable. Instead of figuring out what the problem was, Freedom Mortgage continued to make the problem worse. Of course the problem still hasn't been corrected even though my mother and I have continued to contact Freedom Mortgage on XX/XX/XXXX ; XX/XX/XXXX and XX/XX/XXXX. Freedom Mortgage issued one check on XX/XX/XXXX in the amount of {$110.00} as a refund for the fees that they incorrectly collected from my mother on XX/XX/XXXX. Freedom Mortgage has acknowledged that they incorrectly charged us {$380.00}. Okay so when will Freedom Mortgage issue the rest of the money ( {$290.00} ) that they incorrectly collected from my mother on XX/XX/XXXX?
As the secondary on the account, I was NEVER contacted by Freedom Mortgage. Freedom Mortgage has my email address and phone number, but there was never ANY attempt to contact me regarding this matter. The first that I knew of any problems was when I got an alert from my credit reporting surveillance on XX/XX/XXXX. I find it interesting that Freedom Mortgage has no difficulty contacting the credit bureaus to erroneously mark my account delinquent, but they can't simply send me an email to let me know that there is a problem. There is NO excuse for this lack of contact on Freedom Mortgage 's part. What is the point of being a secondary, if I'm NEVER contacted?
It is ABUNDANTLY clear that Freedom Mortgage has made MULTIPLE mistakes on our mortgage. Why are we the ones to suffer the consequences of THEIR mistakes? We need this erroneous credit reporting of 30 days past due to be IMMEDIATELY removed from our credit reports. Freedom Mortgage needs to IMMEDIATELY issue us a refund in the amount of {$290.00} for amounts that they erroneously collected from my mother on XX/XX/XXXX.
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| 03/02/2019 |
Yes |
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- Struggling to pay mortgage
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Web |
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Company claimed : " You applied again on XX/XX/XXXX but the package was incomplete as we needed an updated financial worksheet, updated bank statements for two months, and signed XX/XX/XXXX tax returns, proof of receipt for SSI and an updated pension statement. An incomplete letter was sent with a due date of XX/XX/XXXX ( see attached ). Additional documents were received XX/XX/XXXX but the package remained incomplete. We called you on XX/XX/XXXX but you did not answer and the mailbox was full. We called you again on XX/XX/XXXX and left a message. Additional documents were received on XX/XX/XXXX and XX/XX/XXXX but the package remained incomplete as we still need an updated financial statement, signed XX/XX/XXXX tax returns and an updated pension statement. '' MY RESPONSE : Hogwash - No calls have been received, no messages left ever. I get emails of my voicemails, as well as texts. There is no record of your company calling me on those days. My ONLY phone number for this account has EVER been : XXXX.
As for the " incomplete packets, hogwash again. Everytime I have resubmitted information, I have also sent the original faxes and emails, so Do NOT try and pass this on, as if I am leaving things out - I am NOT. You think so, see all the attachments here. If you do not, this is admissible in court, as are all my copies of faxes and emails sent to Freedom mortgage via fax number ( s ) and emails, submitted over 3 times now, and I will resent again a 4th.
Your inability to manage the documents, is not my issue. I received your letter, stating the XX/XX/XXXX deadline, however I had already sent fax/email # 3 by then. You have all the required documents, per previous sent correspondence. Missing something? I suggest you look at the attachments here : ATTACHMENTS XXXX - Loan # _ XXXX.pdf ( 116 KB ) XXXX - XX/XX/XXXX.pdf ( 190.9 KB ) Complaint Detail.pdf ( 72.1 KB ) Freedom-letter.pdf ( 319.5 KB ) hardship letter-XX/XX/XXXX.docx ( 139.9 KB ) XXXX - XX/XX/XXXX.pdf ( 216.4 KB ) FreedomXX/XX/XXXX Ltr.pdf ( 668.7 KB ) XX/XX/XXXXTaxReturn.pdf ( 412.4 KB ) XX/XX/XXXX_Tax Return TranscriptCOPY.pdf ( 33.5 KB ) Freedom-Forms.pdf ( 2.3 MB ) Freedom-checklist.
Company Stated : " When additional documents are needed, our process is to mail a letter and call to explain what is needed in detail. '' My Response : That is all fine and good, however that is only for YOUR advantage, not the consumers. The letter I received on XX/XX/XXXX, was sent, suppodely on XX/XX/XXXX. that is OVER 5 days!! When time is of the essence, I suggest your figure out another form of communication.
Company Stated : " You will need to call into the call center to discuss your loan. Sincerely, XXXX XXXX XXXX Director Customer Service Freedom Mortgage Corporation '' MY Response : I will continue to send information via this medium, as well as regular faxes/emails, until Freedom Mortgage correctly and with full detail, sets up a modification or payment plan. I will NOT however, be talked down to, admonished or belittled. I have already had enough tragedies in my life, and I will not let Freedom Mortgage victimize me. Therefore, I would kindly ask that this be dealt with in 100 %, detailed and crystal clear transparency. Form letters and vague reasonings, will not be tolerated, only fully detailed and laid out information, descriptions and timelines will be.
I am to blame for the mess I am in, thanks to accounts frozen, assets stolen from me and other forms of identity theft. For that, yes I will fess up to, however when I am asking for a chance to bring current and seek a form of payment plan or modification, I do not appreciate the way I have been treated. I have worked XXXX XXXX for over 20+ years, I know how to correctly submit paperwork and make sure all relevant information is sent and understood. Please do me the honor of acknowledging my worth and that of my children. Being a widow suddenly, makes life hard enough however to be continuously victimized is cruel.
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| 10/13/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
Older American |
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XXXX XXXX, 2016 Freedom Mortgage ( FM ) has sent the attached XXXX 2016 statement including incorrect transaction activity from XX/XX/2016-XX/XX/2016.
The transaction activity consists of XXXX lines labeled with descriptions listed as " Payment '', " Curtailment Rev '', " Payment Reversal '', " Curtailment '' and " Amortization Schedul ''.
On the transaction activity the headings listed are " Interest Paid to Date '', " Transaction effective date '', " Transaction amount '', " Interest paid '', " Principal paid '', " Late Charges Paid '', " Fees Paid '', " Escrow Paid '' and " Optional Insurance ''.
It depicts inaccurate misplaced payments and lists late fees and additional fees and unapplied payments along with curtailment rev and payment reversals.
This is incorrect, there are no late charges, fees paid or unapplied funds ; however, FM shows figures in these columns penalizing me. How is this possible when FM auto drafts from my account and my statements show funds taken XXXX the XXXX of each Month by FM? These columns should not list any figures in them. There should never be a late fee, fees paid nor any money unapplied.
This needs to be corrected.
FM is set up to auto draft the house payments the XXXX of each Month. Auto draft was set up to ensure prompt accurate payments. FM is responsible to auto draft and apply those payments including an additional principal only payment for {$100.00} XXXX the XXXX of the Month.
Explain why any late fees, fees and unapplied funds are listed on the transaction activity. Each XXXX of the Month my bank statements show the auto draft payments to FM for {$1200.00}?
FM is responsible for auto drafting the house payment the XXXX of every Month for {$1100.00} P & I and an additional {$100.00} for principal only totaling {$1200.00}.
The XXXX statement and transaction activity is filled with mismanaged incorrect payments. FM did not apply the very first payment on time when the loan was sold to them. First payment was to be paid XXXX XXXX and FM auto drafted it late.
On XXXX XXXX FM failed to make a complete house payment. FM paid only {$130.00} to P & I and {$100.00} to principal ; however, it is unclear where the additional {$1000.00} auto drafted from my account went.
The columns depict many payment reversals and curtailment reversals including minus signs in many areas. FM has identified several payments as cash receipt on the loan overview. Where are payments identified as " cash receipt '' applied?
Where are payments labeled " payment '' applied? ... Interest, principal I can not continue to send FM additional random principal only payments because FM has not applied the past principal only payments correctly to the principal on the correct dates.
FM is preventing me from paying off my mortgage by not applying my payments to my loan correctly.
FM has not correctly auto drafted P & I payments. FM has not applied the Monthly recurring additional {$100.00} principal only payments correctly.
All fees and unapplied payments need to be corrected to XXXX. The Unapplied Funds column has many entries. Why do any entries appear in this column? Define what unapplied funds are?
I have repeatedly ask FM to correct the random additional principal only payments I made using the FM address designated to receive principal only payments. The address was provided to me by an FM representative in XXXX 2016. I called FM a second time speaking with a different representative to verify the accuracy of the address. This was confirmed as the correct address to receive principal only payments.
The three random principal only payments I made from XXXX for {$1000.00} delivered XXXX XXXX/XXXX/16, {$3000.00} delivered XXXX XXXX/XXXX/16 and {$2000.00} delivered XXXX XXXX/XXXX/16 do not show applied to the principal only. They are described as cash receipt and payment. The dates applied are after the deliver XXXX dates.
I requested FM to provide the balance of my mortgage after each payment.
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| 12/16/2021 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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We received notification on XX/XX/2021 that our loan was being transferred from XXXX Mortgage to FREEDOM MORTGAGE CORPORATION XXXX XXXX XXXX. The initial welcome letter clearly states that Nothing else about your mortgage will change.
A month later we received a letter from Freedom Mortgage dated XX/XX/2021 that stated Because wind insurance is required on your property, we purchased an insurance policy for your property. I immediately called the customer service line and spoke with XXXX who informed me that the reason we received this letter is that the Hazard Insurance Policy from XXXX had expired. I called XXXX who has provided insurance for me for the last 20 years to send over a copy of our Hazard Insurance policywhich they did.
I got another notice XX/XX/2021 dated XX/XX/2021 that wind insurance was required. I called Customer Service on XX/XX/2021 and spoke with XXXX # XXXX to ensure that they had received our Hazard policy and again to explain that the Wind insurance was not part of our original loan agreement and that it should not be force placed. It was not a requirement for our mortgage company for the past 6 years and I didnt agree with them adding the additional charge to our account. I asked them to review the requirements of our original loan documentation and the agent complied and concurred that the Wind insurance requirement was not there and stated that it would be annotated in my records that wind insurance was not needed. I considered this issue resolved.
We received a letter on XX/XX/2021 dated XX/XX/2021 that they had not received the insurance information they previously requested and a wind policy was purchased on our behalf. I called customer service XX/XX/2021 and contested this. I had a very heated conversation with the Customer service team regarding the discrepancy in the verbiage of the letters and also in my prior conversations. On my first call I was told it they didnt have my current Hazard Insurance policy on file and that is what generated the initial letter and then again on my call on XX/XX/2021 when I was told that wind insurance was not required. The representative proceeded to tell me that I had to submit a written request to the company. This was my 3rd phone call to Freedom Mortgages customer service line to address the force placed policy and the very first instruction I was given that said I had to send the objection in writing.
Following this issue, I did receive a letter from Customer service dated after the fact on XX/XX/2021 regarding my XX/XX/2021 phone call. The letter only stated that Freedom Mortgage required wind insurance.
I sent a Notice of Error by Certified mail on XX/XX/2021. I placed a follow-up call to the Customer Service Dept of Freedom Mortgage on XX/XX/2021 to confirm receipt of my notice of error ( I spoke with XXXX # XXXX ). I was told that it hadnt been routed to anyone yet.
I did locate my original loan documents and there is a section that clearly states the Hazard Insurance Requirements of my loan. We have never had a lapse in Hazard insurance that would show a failure to comply with the mortgage loan contracts requirement to maintain hazard insurance. There is no section in the signed documents that gives the Lender the ability to place additional Wind coverage. FREEDOM MORTGAGE took over my loan, I never signed paperwork with them or agreed to any of their policies. They must honor the terms of my original loan documentation and I strongly disagree with their ability to force place a Wind Insurance policy that is not a requirement of my loan.
I have attached all of my documents for your review. I have had so much frustration and difficulty dealing with Freedom Mortgage. I would greatly appreciate your assistance in resolving this issue. I would also like my experience documented to show the pattern of behavior from this company in hopes that it may provide more transparency in their actions. Thank you so much for your time and consideration.
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| 05/19/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Incorrect information on your report
- Account status incorrect
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|
Web |
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Dear Whomever this May Concern : I am writing to bring to your attention a matter that has recently come to my notice and raises serious concerns regarding the activities of your company. Upon reviewing my credit report, I discovered fraudulent late payments that were inaccurately attributed to my account, apparently furnished by your company. I would like to emphasize that I have always made timely payments and have never been late on this account. The inclusion of these fraudulent late payments not only violates my right to privacy but also undermines the integrity of my financial reputation.
As per the regulations outlined in the U.S. Code 1666b ( a ), it is explicitly stated that a creditor can not consider payment on a credit card account as late for any purpose. By furnishing these late payments without valid grounds, your company has committed a breach of this legal provision. I must remind you that Congress has expressed its firm stance on the importance of fair credit reporting, as it is vital to maintaining public confidence in the banking system.
It is also worth noting that each financial institution is legally obligated to respect the privacy of its customers and safeguard the security and confidentiality of their nonpublic personal information, as mandated by Congress. The failure of Freedom Mortgage to fulfill this obligation has caused me significant harm and inconveniences in terms of my financial reputation due to the fraudulent activities perpetrated against me. Congress has clearly stated that unfair credit reporting practices erode public confidence, which is crucial for the proper functioning of the banking system.
I hereby demand that the inaccurate late payments be promptly updated to reflect " PAID AS AGREED '' and that each late payment entry be expunged from my credit report. This corrective action must be immediately transmitted to the credit reporting agencies to prevent further damage resulting from the fraudulent reporting that has occurred.
Additionally, I am fully aware of the legal consequences stipulated in the U.S. Code 6821 for anyone found guilty of making false, fictitious, or fraudulent statements or representations to customers of financial institutions. Violators of this provision are subject to liability under the U.S. Code 6823 ( a ), which may include fines under Title 18 USC 3751, reaching up to {$500000.00} for felony charges against an organization, imprisonment for up to 5 years, or both, as stated in the U.S. Code 6823 ( a ).
To address this matter swiftly and effectively, I request that Freedom Mortgage provide conclusive evidence, such as a tracking number, demonstrating that an attempt was lawfully made to validate the alleged debt with me as the consumer before furnishing it on my consumer report. Failure to produce such evidence will strongly suggest that these late payments were intentionally and maliciously furnished with the intention to cause harm to both my financial reputation and overall well-being.
Please be aware that failure to respond adequately within 15 days from the delivery date of this notice will be considered a non-reasonable response and deemed frivolous. In such an event, I will not hesitate to pursue legal action and obtain a default judgment against your company for the dishonorable actions committed, including but not limited to negotiable instrument misuse, bank fraud, creation of false and deceptive forms, mishandling of goods, compromise of my relationships with other financial institutions, and the undue stress caused while exercising my rights in good faith. However, I do expect you to handle this matter with due care and address all concerns raised in good faith.
I sincerely urge your company to take immediate and appropriate action to rectify this situation. Your prompt cooperation is highly anticipated and greatly appreciated.
Thank you in advance for your attention to this urgent matter.
Yours sincerely, XXXX XXXX
|
| 12/01/2022 |
Yes |
- Mortgage
- Other type of mortgage
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- Struggling to pay mortgage
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Web |
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Freedom Mortgage is doing everything they can to steal my home through foreclosure auction. I have a government backed USDA loan and have been submitting documents to them electronically for over 4 months, and they have been intentionally misrepresenting my status, and misplacing document. This past week they told me I had to get the requested documents in to them by XX/XX/XXXX otherwise they would move to foreclosure, and they verified it was all received on XX/XX/XXXX, then today they added new items to the list and said my house is going to foreclosure sale on XX/XX/XXXX. This is unethical and illegal. When I spoke with a supervisor today after they told me I still had a sale date he told me they have XXXX XXXX loans and we can't expect them to keep track of every document on every loan. EXCUSE ME???? They are trying to sell my house!! They filed a legal notice in court stamped XX/XX/XXXX and they give me 20 days to respond to dispute the ruling. This deadline would fall after the foreclosure sale date, which is a violation of Pennsylvania law ( document attached ). I have a valid dispute, I have been providing documents to Freedom mortgage for 4 months straight and have electronic records to back up my claims.
I fell behind on my mortgage in XXXX due to XXXX and they were going to auction my house in XXXX, but I was able to get them to offer me the CARES forbearance since this is a USDA loan. At end of forbearance I began sending in paperwork ( have electronic records ) but this is a shell game, they run you in circles over and over. A full package was sent on XX/XX/XXXX. Each time when I would follow up it would be something different that they were missing, even though I have proof that these items had been submitted before. When it seemed that I had all of the documents in, they said I had filled out the wrong Freedom mortgage assistance form, I filled one out for FHA instead of USDA or something like that, even though Freedom is the one who sent me that form. CARES program recipients are guaranteed to be reviewed for modification, but Freedom does not want to follow the rules and instead sell my house if XXXX out of the XXXX documents I sent them is on the wrong form!!! This is the second time in last three months they have received the documents in time but still tried to sell the house, had a deadline to submit by XX/XX/XXXX they would postpone the upcoming sale date. Documents were emailed to them before the XXXX and Freedom told me the papers were in their system but the right person had not reviewed them yet so we are selling the house, but finally got it stopped. Followed up on XX/XX/XXXX they said they had everything, but when I check in week later they said they did not have XXXX taxes ( sent in XXXX ) so send on XXXX XXXX, then they told me that the financial statement was missing the signature page so I sent that again on XX/XX/XXXX, then they said they did not have all the pages of the financial statement so I sent it again on XXXX XXXX, along with taxes again and they said it was fine because it was all in before XXXX XXXX so sale date would be cancelled. When I called in today the agent told me that they had just found that XXXX things were missing -- a " properly filled out 4506 form '' and the tax return was not signed on Page 2. '' I got a manager on the phone and tried to find out what was wrong with the 4506 form I submitted, but he did not know, and I reviewed the original which was completely filled out and sent it again. It is true that Page 2 of the tax return was not signed and dated, but that has been taken care of.
The bigger issue is that SHOULD I LOSE MY HOUSE TO FORECLOSURE IF I SENT THEM TAX RETURNS THEY REQUESTED BUT DID NOT SIGN PAGE 2??? Or if my information is on the wrong form because they sent me the wrong one? No one told me what the problem was with the tax returns until today. This is a scam. I am complying with their requests and obviously working with them.
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| 01/11/2022 |
Yes |
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Web |
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Headline : Mortgage XXXX sells mortgage in the middle of a contract to sell property This letter is attended to submit an official complaint of my current experience selling my property. Mortgage managed by Freedom Mortgage, XXXX, XXXX. Im a XXXX and previous homeowner of the residential property address listed above. I listed my property for sale XX/XX/XXXX. The property went under contract to be sold on XX/XX/XXXX with a target closing date of XX/XX/XXXX, which later was delayed to XX/XX/XXXX. I notified my mortgage company in early XXXX of the pending contract and advised them that the property would be sold and potentially closed by XX/XX/XXXX. The customer service representatives stated that they recorded the information of my listing and intent to sell the property in the notes. I continued to receive calls from Freedom Mortgage related to other matters and I continuously stated to them multiple times that the property was under contract and will soon be sold and closed. I reached out to Freedom Mortgage on XX/XX/XXXX for a payoff quote for the mortgage which they provided, and I submitted that information to my real estate lawyers office the same day. On the closing date, XX/XX/XXXX, my real estate lawyers office informed me that they called my mortgage company ( Freedom Mortgage ) to send payoff funds for the mortgage as intended with the sale of the property and Freedom Mortgage would not accept the payoff as they stated that they sold the mortgage effective XX/XX/XXXX to XXXX XXXX mortgage company. I was puzzled, as I was completely unaware of their intent to sell the mortgage, especially after I notified them several times that the property was under contract and prepped to be sold. I reached out to Freedom Mortgage to confirm that they did indeed sell the mortgage, and they stated that they sent several letters to notify me of the sell, which I missed due to the process of moving my entire family and our belongings out of the home over the last several weeks prior to closing. My lawyers office also contacted XXXX XXXX mortgage and they stated that the transfer of my mortgage data/account had not yet been processed and they couldnt receive the payoff funds either, nor did they give a feasible solution to complete the transfer of funds. It is now XX/XX/XXXX, and XXXX XXXX mortgage has not yet processed my account to accept the payoff. In short, I requested and received a payoff from Freedom Mortgage, that they then sold or transferred, and both companies have refused to reissue a payoff and let us ( myself and my lawyers office ) know where to send the payoff funds. This is completely unacceptable on many fronts and there is negligence of service shown from both mortgage companies in this regard. Neither mortgage company appears to have taken into account that my property was under contract as they made their own deal to sell/buy my mortgage and both companies have refused to service my mortgage via payoff. After many hours on hold while contacting XXXX XXXX mortgage, I was told today that it may take 7-10 additional business days to process my account to complete the payoff after it has already been 7 days since the sell of the mortgage. This delay, lack of attention to detail, and incompetence is disrupting me and my familys ability to purchase a new home as my lawyer can not release my proceeds from the sell to me without confirmed payoff transfer. This has created much hardship for my family as we are temporarily living with my in-laws and may lose out on multiple homes listed for purchase in a VERY competitive market due to these ridiculous delays. I cant express the frustration that this is causing and the lack of empathy and or help from both mortgage companies in this matter is appalling. My hope is that your organization can help me to escalate and expedite this process to complete the transaction as intended. Anything you and your team can do would be greatly appreciated.
|
| 04/18/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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|
Web |
Servicemember |
|
This is an update to a previous complaint. After further communication with my mortgage servicer ( including response to a CFPB complaint ), I have yet to receive an escrow analysis.
Just after creating the loan in XX/XX/XXXX, I paid my home insurance premium to my insurer ( XXXX ), despite the fact that wed arranged to have that paid via escrow. Having received double payment for the premium, XXXX made a refund, in this case to Freedom Mortgage. As a result, Freedom mortgage collected my payment to escrow for insurance, but DID NOT expend a payment for premium from escrow. There is, therefore, an overage in my escrow account that I would like refunded. However, Ive been unable to secure this, or even get a copy of a relevant escrow analysis.
On XX/XX/XXXX, at XXXX XXXX PST I spoke to XXXX XXXX She acknowledged the situation, recognized the overpayment, told me that an escrow analysis would be complete by XX/XX/XXXX and told me I could expect a check for the overage by XX/XX/XXXX.
On XX/XX/XXXX, at XXXX XXXX PST I spoke to XXXX XXXX. She said that the analysis was in progress, and that it would take five days to complete. When I asked to speak to a supervisor, she said theyll just tell you the same thing Im telling you. She further told me that company policy was to perform an analysis only after 90 days. When I explained that we were past the 90 days since assuming the loan on XX/XX/XXXX, she demurred. When I asked to be informed when the analysis was complete, she said that shed put in a supervisor ticket. I never received any notification of further action. I believe that she was intentionally misleading, and was certainly rude and unhelpful.
On XX/XX/XXXX, at XXXXXXXX XXXX PST I spoke to XXXX XXXX. He tried to convince me that there had not, in fact, been an overpayment, although his reasoning was flimsy and his communication vague and imprecise. I found his obfuscation disrespectful and irritating and so asked to speak to a supervisor. XXXX handed me off to XXXX. XXXX told me that I needed to wait till 90 days after the assumption of the loan in order to receive the analysis. She apologized for the misinformation provided by here colleagues. She told me that I could expect an analysis, which would clarify whether or not there really had been an overpayment, by XX/XX/XXXX.
On XX/XX/XXXX, at XXXX XXXX PST I spoke to XXXX XXXX. She told me that despite what Id been told earlier, that I should not expect an escrow analysis till XXXX, since that was state law. When I asked for an exception, she said that was impossible. She handed me off to XXXX XXXX. XXXX reiterated many of the obfuscations that XXXX had, but added that Freedom Mortgage wanted to retain any potential overpayment in case that actual tax bill or insurance premium had increased. He asked me if anyone had offered me any other means for obtaining an escrow analysis. I found this pretty infuriating since I thought it should be pretty clear that an analysis was the exact thing I was looking for. He directed me to write this email. I didnt enter in a contract with Freedom Mortgage. Given the series of gaffs, untruths, and obfuscations that Ive been subjected to, I am angry that I am forced to do business with Freedom Mortgage. Seeing the pattern of deception, I believe that Freedom Mortgage systemically attempts to sequester funds, from customers, for their own use and benefit. When XXXX verified me on XX/XX/XXXX she asked me if I was planning on buying a home in the near future ( I am actually ). I nearly laughed. Given my experience, would you do business with Freedom Mortgage?
On XX/XX/XXXX at XXXX XXXX, I spoke to XXXX XXXX. She was appalled that I had not received an analysis, despite the fact that my situation seemed to clearly indicate that one was due. She promised to order one as soon as possible, and take ownership of the issue. I have not heard back from Freedom Mortgage as of yet ( today isXX/XX/XXXX ).
|
| 04/21/2021 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
What happened? Bottom line = Freedom Mortgage paid an overage in the amount of {$10000.00} to the tax office, XXXX County, XXXX, SC XX/XX/XXXX. I purchased a second home XXXX primary residence XXXX XX/XX/XXXX. The tax rate should have been at XXXX ; however, I didn't receive the request to establish this home ( XXXX XXXX XXXX XXXX, XXXX, SC XXXX cost of home : {>= $1,000,000}. My previous address = XXXX XXXX XXXX XXXX XXXX was vacant for over a year. Subsequently, I completed the forms during the time period XX/XX/XXXX - XX/XX/XXXX.
Beginning XXXX XXXX, I realized there was a problem because of the mortgage statement for XXXX indicating that there was an overpayment and Freedom will be deducting an additional {$1100.00} every 14 days along with my usual amount of {$1300.00} so a total of XXXX. This almost would result a total of {$4900.00} which is almost double of what I would previously pay ( XXXX ) starting in XXXX. The first overage payment of {$1100.00} was deducted on XXXX XXXX and then again, XXXX XXXX. On XXXX XXXX, they received their overage disbursement from XXXX XXXX in the amount of {$10000.00}.
I have contacted numerous customer service reps, escalation managers, and supervisors, beginning XXXX XXXX through today. I have several issues or concerns.
1. I believe that Freedom Mortgage did not make an effort to make contact with the third party company, XXXX XXXX in an attempt to resolve the issue of their payment since I verified that I established primary residence in enough time for processing. My wife contacted XXXX XXXX once on XXXX XXXX and I contacted them on the XXXX in an effort to get them to expedite payment so Freedom XXXX would not continue to take the overage amount from my checking account. I faxed them a receipt from my county tax office dated, XX/XX/XXXX acknowledging that they owe XXXX a refund in the amount of {$10000.00}. It was faxed to the tax office of XXXX. No of their representatives informed me of any attempts to resolve the situation other than making entries in their database and doing escrow analysis which resulted in telling me the same information that I already knew.
2. Next Issue : never got the same answer when I talked to their customer service reps and managers or supervisors. Just repetition of what was already known and verifying my information. On XXXX XXXX ( XXXX, escalation mgr, tax dept id # XXXX? informed me that he had the authority to provide some type of waiver because I had proved the overage overage was in route from XXXX XXXX. He promised to get back with me within a couple of days but never followed through. Later, I was told that this was not possible because I was responsible for the overage until they received a check from XXXX XXXX. Note : Freedom Mort. received their overage refund from XXXX Cty Tax Office ( over XXXX ) on XXXX XXXX.
3. Issue : In total, approximately {$2400.00} was drafted from my checking account, along with the XXXX from above. Last week, I contacted Freedom ( customer svc and tax dept ). after receiving my mortgage statement for XX/XX/XXXX which indicated that Freedom Mortage simply added the money to my principal ( I should have received directly back into my checking account ). I informed XXXX that I never authorized this, I wanted my money back to spend as I choose because I already get my mortgage deducted every 14 days which results in one extra payment towards the principal each year any way. XXXX ( escalation manager, id XXXX, tax dept stated he would ensure that the {$2400.00} would be deposited to my checking account not later than today, XXXX.
4. Issue : When I called today, I spoke with XXXX ID : XXXX who attempted to verify my routing number and checking account which tells me that another delay is coming because last week XXXX never asked for this information. They already have this information on file because of the way I pay my mortgage ( automatic deduction/ach withdrawal ).
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| 11/29/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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On XX/XX/XXXX, I purchased a new home from XXXX XXXX at XXXX XXXX XXXX XXXX, XXXX, FL XXXX. I used the builder 's financing program as it was a good offer. Upon closing I received documentation that the mortgage would be serviced by XXXX, Acct # XXXX. I elected to voluntarily escrow for property taxes and home owners insurance. Everything was fine until XX/XX/XXXX, when I received notice that it was being transferred to Freedom Mortgage, XXXX # XXXX.
On XX/XX/XXXX, with no attempt to contact me, Freedom Mortgage sent me a check in the amount of {$4600.00} stating that I was over paying on my property taxes because it had completed an escrow analysis and my property taxes were only {$70.00}! Would that be true, I would be thrilled. I phoned Freedom Mortgage Customer Service and spoke to a representative who asked if it was new construction, yes I replied. He then said to deposit the check, call back and give authorization to Freedom to withdraw the money from my checking account. I promptly replied NO. I did not know this company or its track history for competency and feared it would get into a circular route of sending the money back and redepositing it. I have also been hacked and don't give out that information to anyone.
I made numerous calls to the Customer Service line got a variety of representatives who gave me different answers and no one seemed to know what was going on. This added to my frustration. When I spoke with one representative about the next review of the escrow account, his response was not until XXXX, XXXX. Taxes are due in XXXX XXXX, Florida in XXXX. He neglected to tell me I could request an emergency review. I sent numerous letters to a variety of XXXX XXXX XXXX to no avail. Finally, in desperation, I called again and spoke with a representative that informed me she would request and emergency review, that was sometime in the middle of XXXX.
In a letter dated XX/XX/XXXX, from Freedom Mortgage, it finally admitted that it had made an error and I should redeposit the funds in the escrow account. It took them XXXX months to discover it's mistake. By the time I received it, I had already paid the property taxes to the Tax Collector of XXXX XXXX in the amount {$4100.00}. I did not want a tax lien levied on the property. I sent a certified mail, return receipt requested, letter enclosing copies of the paid taxes, to Freedom Mortgage, XXXX XXXX XXXX, XXXX, Indiana, XXXX, enclosing copies of the paid bill.
Not hearing anything from Freedom, I called to make sure that they had in fact received the copies. I was connected with the Tax Department of Freedom Mortgage and spoke with XXXX who indicated that they had received the letter but no enclosures. To me this was nothing more than holding me hostage for a problem Freedom had created. In other words, go away, and replace all of the escrow funds because Freedom had electronically paid the taxes even though there were no funds in the account. She then told me I should contact the Tax Collector of XXXX to obtain a refund. When I called the Tax Collector of XXXX, I was informed that it had electronically rejected Freedom 's attempt to pay the taxes, and that the Tax Collector of XXXX does not accept double payments. I called XXXX back and was informed of a fax number that I could resend the information to the Tax Department. She indicated that it would take XXXX days to conduct adequate research. On XX/XX/XXXX at XXXX PM I faxed the required proof of payment.
I am a XXXX XXXX and have new and challenging XXXX XXXX related to aging and decided to sell the home as I could no longer maintain it. It is currently under contract and slated to close XX/XX/XXXX. I need every available dollar to use to buy into an XXXX XXXX XXXX and do not want to have this closing held up due to Freedom 's obvious error.
I find Freedom Mortgage as a servicing agent to be arrogant, inept, incompetent and not at all customer friendly.
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| 09/15/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
|
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XXXX XXXX, XXXX Freedom Mortgage is not applying principal only payments to my mortgage balance. My mortgage was sold to Freedom Mortgage ( FM ) XXXX XXXX. The beginning Mortgage balance was {$120000.00} when FM obtained the mortgage.
Phone call to Freedom Mortgage Sat XXXX XXXX XXXX.
Issue - Principal only payments had not been applied to the principal.
A FM representative gave me some options, one option was to return my principal only payments. The options offered were unacceptable and I asked to be transferred to a manager. Instead of reaching a manager, I was transferred to XXXX in the Escalations Department. She was not helpful and often interrupted. I explained the principal only payments I made were not applied to the principal only. Those principal only payments were sent from XXXX XXXX XXXX bill pay in the amounts of {$3000.00} XXXX/XXXX/XXXX confirmation # XXXX, {$2000.00} XXXX/XXXX/XXXX confirmation # XXXX and {$1000.00} XXXX/XXXX/XXXX confirmation # XXXX. I stated FM had given me the principal only payment address to send online Principal only payments from my XXXX XXXX XXXX bill pay. I informed XXXX, I called back and spoke with a second FM representative to double check the address to ensure it was correct. XXXX said she had never heard of that address. I said it was not logical that XXXX FM reps had given me the same address and the payments were going to FM ; one was applied to the principal only. She asked if there was anything else she could do for me. I responded yes ; however, she hung up on me.
The other issue was the a Monthly auto draft which I had set up with F M as an auto draft in XXXX XXXX for the amount of {$1200.00} with regular P & I payments of {$1100.00} and {$100.00} principal only. I established auto draft to ensure all payments would be correctly and timely processed. This also was incorrectly done for the XXXX XXXX XXXX payment.
The regular Monthly XXXX XXXX house payment had not been applied. On XXXX XXXX FM incorrectly paid {$1000.00} to Principal, {$100.00} to Principal and {$130.00} to P & I and resulting in the house payment of {$1100.00} not applied. I was not able to address this since XXXX hung up on me. I called back and asked for a Supervisor. I was told I would receive a return call from a Supervisor.
Monday XXXX XXXX, I received the return call. I went over each principal payment incorrectly applied and asked they be correctly applied on the dates I had specified and not on a later date, to avoid paying more interest than necessary.
Those principal only payments were sent from XXXX XXXX XXXX bill pay in the amounts of {$3000.00} XXXX/XXXX/XXXX confirmation # XXXX, {$2000.00} XXXX/XXXX/XXXX confirmation # XXXX and {$1000.00} XXXX/XXXX/XXXX confirmation # XXXX.
I informed the FM supervisor the auto draft XXXX XXXX XXXX incorrectly paid {$1000.00} to Principal and {$130.00} to P and I ; making an incomplete house payment to P & I and applied {$100.00} to Principal. I informed him the Monthly paper statements I receive do not match the Loan Overview online. Example the statement dated XXXX/XXXX/XXXX shows payment due XXXX/XXXX/XXXX and the loan overview online shows the next payment due XXXX/XXXX/XXXX. Both do not reflect payments posted properly.
I asked to be sent an amortized itemized listing with corrections showing the beginning balance, date of regular payments and all additional principal only payments reflecting the running balance. I mentioned the conversation to him and I was hung up on by XXXX in the escalations Department. The supervisor said the corrections would be completed in two days, XXXX XXXX, XXXX and the itemized accounting statement.
XXXX/XXXX/XXXX I received the alleged corrected itemized mortgage statement which is INCORRECT. The principal only payments have not been applied. I need the corrected itemized statement today showing the mortgage balance for each payment, both Principal Only and P & I payments.
|
| 03/18/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Problem with personal statement of dispute
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|
Web |
Servicemember |
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My first payment for Freedom Mortgage was set up to be paid in XX/XX/2019 via online banking bill pay set up through my bank ( XXXX ). That payment was set up to be reoccurring each month. The XXXX payment was sent out, received by FM and cashed no issues.
I got a notice saying the XXXX payment was sent out to FM from my bank on XX/XX/2019.
On or about XX/XX/2019 I was notified by FM that my XXXX payment had not been received. I checked my bank account and verified that the electronic check had been sent out. I was able to view the confirmation number showing it had been received by FM.
I called FM on the XX/XX/2019 and asked them what was going on. I provided the check number, the date received by them and the confirmation number showing it had been received. I asked them why they had not cashed the check yet. I was told they do not wait to cash or sit on checks and that they are processed upon receipt. I told them my bank provided the confirmation number showing they had received the check. I told them that we had to assume it was lost and I would put a stop payment on the check and set up to resend another payment. I placed a stop payment on check number XXXX in the amount of {$2400.00} on the XXXX of XXXX. I told FM I was then going to stop the next months payment for XXXX because I didnt want the same thing happening. I told FM I would try again and set up another payment this time in the amount of {$2600.00} to go out ASAP. This check went out on the XX/XX/2019.I had a feeling they would lose the check again and I wanted to get this issue resolved so I told them I would set up my account online with FM so that they could just take the money directly from my checking account. I set it up and made a payment of {$5000.00} on the XX/XX/2019 to cover the XXXX payment which was now late due to FM not cashing the check as well as the XXXX payment. I paid {$5000.00} just to round it up from the {$4800.00} that was needed. Also while I was in my FM online account I set up for future withdrawals to be made each month in the amount of {$2700.00}.
The check dated XX/XX/2019 was eventually sent in by FM but it did not post in my account until the XX/XX/2019, thus again showing these checks were at FM sitting somewhere.
FM ended up finding the Check dated XX/XX/2019 ( Check # XXXX ) and cashed it on the XX/XX/2019 even after I had told them over two prior that I was cancelling that check. This shows that FM had this check all along and for whatever reason it took over 2 months for them to cash it even after I told them I was placing a stop payment on it. I did not get the stop payment in on time for the check that went out on the XX/XX/2019 for the XXXX payment and there was an attempt by FM to cash it on the XXXX of XXXX, the same day they took {$5000.00} out of my checking for the XXXX and XXXX payments.
To this day I do not know why FM did not cash the XXXX check for over two months and why they again held onto the XXXX check until XXXX.
I made every effort possible to rectify this and was met with attitude and denial by multiple people at FM that they ever received these checks even after my bank verified and provided the delivery confirmation numbers to them. I sent in an additional payment {$2600.00} as well as made a payment of {$5000.00} to try to clear up this issue which was clearly the fault of FM.
I recently looked into reducing my rate with a VA IRRL refinance and come to find out that FM sent to all three credit reporting agencies that I had missed mortgage payments. I did not miss these payments, FM failed to cash the checks that were sent from my Bank not from me personally but from my Bank. FM denied ever getting these checks yet tried to cash them at a later time. The checks clearly show the dates of the checks as well as the date that they posted to my account when FM tried to cash them.
My credit should not be negatively impacted because of errors caused by FM.
|
| 09/15/2022 |
Yes |
|
- Trouble during payment process
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|
Web |
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My mother had a VA mortgage through Freedom Mortgage when she passed away in 2020. I called Freedom Mortgage to notify them that she had passed away shortly after and was simply asked what my plans were with the home and that was that. Fast forward over a year later I called them with a question about the mortgage and they had no record of me ever calling them to notify them that she had passed away. It was during this second phone call that they told me I needed to send in documentation to see if I was a Successor in Interest. I sent all of the requested documentation to them and received a letter sometime later confirming that I was now a Successor in Interest on the account. In XXXX of this year, I sold my mother 's home. I received a letter dated XX/XX/XXXX from Freedom Mortgage confirming the mortgage had been paid off. A week or so later, I received a letter and a payoff refund in the amount of {$1800.00} ; however, for some reason the check was made payable to my mother. I first contacted Freedom Mortgage about this on XX/XX/XXXX and spoke with a XXXX. I informed him of the situation and asked if there was any way that the check could be reissued in my name since I am on the account and with my mother being deceased, I have no way to tender a check in her name. He informed me that he would put in a request for stop payment and to have the check reissued in my name. A couple of weeks later, I contacted Freedom Mortgage again to follow up. This was on XXXX and I spoke to XXXX, badge # XXXX. I was told by her that they couldn't reissue the check to me and that they had mailed out some paperwork to me on XX/XX/XXXX regarding having the funds XXXX deposited to my account and that I should wait until I received this documentation. I never received this documentation, instead, I received a letter dated XX/XX/XXXX thanking me for contacting Freedom Mortgage. After a few more weeks of not hearing anything, I called Freedom Mortgage back yet again and spoke to XXXX, badge # XXXX. XXXX informed me that she didn't see anything in the system showing my request was previously submitted and that she was going to put in a request that day to stop pay the original check and have a new check mailed to me. She told me I should have the reissued check by XX/XX/XXXX and, if not, to call them back. On XXXX, Freedom Mortgage actually reached out to me. I can not locate the information regarding who I spoke to, but she was calling to let me know that they couldn't reissue a check to me and that they were going to XXXX the refund of {$1800.00} to my account and obtained the routing number and account number to do so. I asked her how long this would take since I had already been waiting over 2 months for the refund and she stated the funds should hit my account by XX/XX/XXXX. Today, XX/XX/XXXX, I received a letter from Freedom Mortgage dated XXXX letting me know that they can see I haven't cashed the original refund check issued to me in XXXX and that I should since the check will void after 180 days. I called Freedom Mortgage back yet again and spoke with XXXX, badge # XXXX. Once again, I explained the whole situation and she stated that she could see the order was just created on XX/XX/XXXX with an estimated completion date of XX/XX/XXXX. I am beside myself that it has taken this long, this many phone calls, and so much of my time and here, almost 3 months after selling my mother 's house, I still have not been able to get my refund back from Freedom Mortgage. There are no words to say how terrible the whole customer experience has been in dealing with this company. At this point, all I want is to obtain the refund that is rightfully due to me of {$1800.00} and put this whole situation to rest. I can honestly say, I will never recommend Freedom Mortgage to anyone and if I ever hear of anyone thinking of getting a mortgage with them, I will be sure to let them know of this entire experience.
|
| 07/18/2022 |
Yes |
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|
Web |
|
|
In XX/XX/XXXX I was offered a loan modification through XXXXXXXX XXXX with 4 trial payments starting XXXX. I signed the agreement with XXXX XXXX and made my 1st trial payment to XXXX XXXX on time. During this process my mortgage was sold to Freedom Mortgage. I spoke to representatives of Freedom Mtg who assured me that the company has to uphold the stipulations agreed upon when the mortgage was purchased. I completed the rest of my trial payments with Freedom Mtg during the months of XX/XX/XXXX - XX/XX/XXXX on time. During this process I made all my payments via phone as it states the conversations are on a recorded line. In XXXX I received a letter from Freedom Mtg stating documents were sent to me for a program that will help me catch up on the payments that were suspended during my COVID-19 Forbearance Plan. This document went on to explain their records reflect I did not complete the program and they are unable to approve me for the COVID-19 Post Forbearance Plan program at this time. I immediately contacted Freedom Mtg and explained I was never in a forbearance program. I was then informed the information was provided to the underwriter and I should receive communication back reference the above information. Every month I continued to pay the modified loan agreement amount for my mortgage on time and was advised by numerous representatives that it was still with their underwriter. Each month was a minimum of 30 to 45 minutes on the phone with representatives from Freedom Mtg as each time they had to read through the notes and documents in the system. I also spoke to several supervisors and was informed I would hear back from representatives which I never did. I made sure the contact number was added to my phone, so it did not show as SPAM. I then received documentation that I was behind on my payments monthly and called each time I got a new document. I was advised by Freedom Mtg when making my mortgage payments the company was applying my escrow and the rest of the payment was being sent to " unassigned funds. '' Representatives stated although they see in the system my payments were being made on time, they could not stop the documents as they were automatically sent through the company 's electronic system. In XXXX Freedom Mtg started reporting false delinquent payments to my credit bureau dropping my credit score by over 100 points. I contact Freedom Mtg monthly about the false reporting and was advised they will correct the reporting ; however, they can't do so until the new mortgage is signed, and the electronic system updated. I was informed my mortgage would be flagged to stop the reporting which did not occur. I have been very proactive with this company and have contacted them monthly for updates. I was told a different answer every month such as the underwriter is still waiting for information from XXXX XXXX, the process can take up to 90 days to get a response, ect. I called Freedom Mtg on XX/XX/XXXX and was advised by the representative the underwriter added a note stating the XXXX was terminated due to the customer being paid in full at that time. It was explained the investor was denying my loan modification due to my payments not being behind. I have since requested 12 months proof of payment from Freedom Mtg and I'm still awaiting this documentation. I am unable to pull the information from the online website as the information only goes back to XX/XX/XXXX. I also requested a copy of the notes in the system from my communication with representatives and a copy of the transcripts from my phone calls which was denied and not provided. Freedom Mtg has not upheld the stipulations under which my mortage was purchased and has since failed to properly communicate with me even after monthly attempts and has also destroyed my credit wrongly. Freedom Mortgage is also showing I incorrectly owe them almost {$9000.00} in back mortgage payments and fees.
|
| 07/06/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
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|
Web |
|
|
With XXXX payments remaining on my mortgage, it was sold by XXXX XXXX XXXX XXXX to Freedom Mortgage XXXX. Freedom Mortgage did not deposit the first payment by mail in a timely manner so I attempted to make the second payment on-line. After setting up the on-line account on XXXX XXXX, it would not accept my payment. I spoke with a representative on the phone who said there was a stop code incorrectly placed on the account due to a bankruptcy approximately 12 years prior. She said she could accept a payment of {$1200.00} by phone out of my checking account and then I would receive information in the mail about how to complete the payoff. I was given a confirmation number for the transaction and received by mail that the loan was paid off. Later that week, I received mail stating I was being charged a late fee. I was never given any instructions on pay-off procedures. The money was never taken from my bank account. I called a representative on the XXXX of XXXX to inquire the status of payment ( why it was not taken out of my account ). The person said the stop code issue was resolved but that I would have to set up another bank payment in the amount of {$1500.00} and that would fully pay off the loan. I received a confirmation number for the transaction. After a few days, I checked my bank account and the money was not withdrawn. I called yet another representative ( XXXX, I think ), who said " he gets things done '' and will get the money out of my account and the " loan will be paid. '' The money did not come out of my account and on XXXX XXXX I spoke with a supervisor XXXX XXXX XXXX, who only took my call after I persistently insisted to speak with a supervisor. She stated that the representative should not have accepted my payments but should have directed me on information about pay-off procedures. I received a payoff statement that included an escrow advance and interest charges. I then called and asked to speak with the " escalation department '' regarding the circumstances. I spoke to XXXX who said she would get the escrow advance removed from the account since I was paying off the loan and getting different homeowners insurance. The homeowners insurance expired on XXXX XXXX but was not due until XXXX XXXX. I explained that I did n't feel it was right charging me interest since I have been in good faith attempting to pay off the loan. She said it would n't be " worth the fight to recoup the money. '' Later that evening of XXXX XXXX, I got another payoff statement that still had the escrow advance and added late fee charges. On the morning of XXXX XXXX, after an hour on hold, I got to speak with XXXX again about the issue. She said she would review it with the insurance department and call me later in the day. She left me a message XXXX minutes prior to her shift ending. I called but was put on hold until her shift ended. I spoke with XXXX in the escalation department and explained I already paid for my homeowners insurance. He said I had to jump through more hoops to prove I had done so. I explained ( as I have to multiple people ) - All I want to do is pay off my loan by wiring the money this week. He said I could not and had to call the insurance department because they had sent a check to the homeowner 's insurance that I already cancelled. He said " We ( Freedom Mortgage ) are just looking out for your best interest. '' I advised him that I have been looking out for my best interest by trying to pay off this loan for the past month and Freedom Mortgage has not taken my money or provided timely and adequate information. I called the insurance department and spoke with XXXX who cancelled the insurance check and took my new policy number. I have spent approximately 12 hours on the phone trying to resolve this matter and been given misinformation. This has caused undue hardships and I am concerned about this being reported to the credit bureau unfairly.
|
| 12/21/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Credit decision / Underwriting
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|
Web |
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On XX/XX/2016, I decided to take advantage of a no-cost refi. I 've only been in my house/mortgage for a little over 2 years, but the idea of lowering the interest rate and monthly payment, even marginally, was attractive to me at zero cost. I called in, spoke to someone at my mortgage company ( Freedom ) by the name of XXXX. I happened to know al of my vital information such as credit score and LTV because it 's something I track personally. I shared all of this information before giving XXXX permission to pull my credit report and he shared some preliminary figures and rates based on that information that made it seem attractive enough to move forward. He told me the rate would be lowered from 4.5 % to 4.25 % and the monthly payment would be reduced by somewhere around {$270.00}. I gave him permission to proceed, he got my credit score, right where I shared it 'd be, and he confirmed everything was good verbally and the figures he had shared were still good before the call ended.
Later that same day, I got an email explaining that the interest rate would not be changed at all, that he could n't get the interest rate approved based on my credit score. This was a problem for me and after he was unable to resolve it I asked to speak with his manager. He did n't move the interest rate at all, but said I could still some how save {$150.00} per month because of escrow changes and the mortgage insurance changes. Though extremely disappointed, and without plans of letting the interest issue go, I moved forward and signed disclosures.
The appraisal came back $ XXXX lower than he had anticipated ( though where I had shared I had felt it would be when we first talked by phone ) and he emailed me and told me the refi would n't make sense now because the mortgage insurance was going to remain on the monthly payment. I was really disappointed, even more than originally, because I had shared all of this information before my credit was even pulled. He had all the data he needed to tell me it did n't make sense in the first 5 minutes of us talking. I asked to talk to his manager or compliance and heard nothing once again. I left a voicemail for his manager at this point I believe and a call was not returned ( Manager name : XXXX ) I then randomly heard from a closing coordinator that I was never introduced to by the name of XXXX who by no explanation said the interest rate would be moved to 4.3 %. She shared a monthly payment with me at that time, too. I do n't remember it, only remember it was different than what had been told to me along the way. She also told me that my mortgage insurance would fall off of my payments in just a few months ( which was confusing to me because the LTV was 86 % but she assured me of this when I asked her if she was sure ). I 'm moving forward at this point and get moved to a closing coordinator. His name was XXXX. XXXX by email told me the monthly payment on the most recent paperwork he had showed {$1900.00} with mortgage insurance for years 1-4. He told me to expect paperwork soon. The day before closing came and I had no new paperwork so I called Freedom and talked to a woman whose name I did n't jot down. She assured me several times the {$1900.00} per month and 1-4 years of mortgage insurance was accurate. She used the word 'promise ' I believe. An hour later, the notary who is set to close with me today calls with {$2100.00} per month, with mortgage insurance for years 1-6 or 7. I called Freedom this morning, 3 hours before my closing appointment, and they referred me back to XXXX. I left another VM for XXXX this morning and have n't heard back from him. There are either huge holes in this company 's refi process, or they intentionally gave me these numbers until the 11th hour to avoid me shopping competitors. I feel completely mislead and forced to close today because I 've budgeted for XXXX assuming I 'd skip that mortgage pmt.
|
| 07/12/2022 |
Yes |
|
- Trouble during payment process
|
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Web |
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Freedom Mortgage is my mortgage company. I was in forebearance during covid, and I am back to my normal payments as of XX/XX/2022. Please see attached for Promissory note for Partial Claim amount from forebearance. I am in process of obtaining equity line to payoff debt in order to raise my credit score so that I can purchase a new home. The lender 's lien search found the partial claim lien in the county records ( please see attached ). They requested that I reach out to HUD to obtain the lien payoff. HUD does not have documentation on file regarding this lien as it was assigned back to Freedom Mortgage. HUD indicated they had no record in connection with this Partial Claim which is concerning because the deed documentation has a HUD representative 's signature. My lender indicated they would accept a payoff statement or correspondence from Freedom Mortgage indicating the payoff amount of the Partial Claim only, address for payment and good through date. I understand this is a non-interest bearing partial claim and requested an explanation of that in lieu of good through date if Freedom couldn't provide a good through date. I have been trying to obtain lien payoff from Freedom Mortgage since XXXX XXXX. My call records will reflect multiple conversations with Freedom Loss Mitigation representatives. Some have acknowledged Freedom Mortgage is the assignee and should be able to provide a lien payoff statement, but most refer me to HUD even though I have sent Freedom emails from indicating my Partial Claim was not filed with them. Custom correspondence has been provided, but follow-ups to obtain the correct information have not been successful. As a matter of fact the latest correspondence referred to reaching out to HUD for payoff. As of yesterday, XX/XX/XXXX, I was sent emails indicating Freedom had taken responsibility for not filing documentation with HUD and had filed the Partial Claim yesterday and that I should reach out to HUD again. I reached out to HUD via email and a call and still there is no record of filing. I have communicated with Freedom Mortgage again today and they will not provide correspondence with the Partial Claim information only and they will not confirm the Partial Claim has been filed with HUD. This has been detrimental because I need the partial claim payoff information to close the loan. I do not have many loan options because I am in process of repairing my credit after covid. Please reach out to Freedom Mortgage and ask that they provide correspondence with partial claim amount only, payoff address and good through date. At this point if they can not provide such information, I request that they pay for damages incurred as a result of me not being able to obtain loan as a result of them not providing documentation. I will lose {$50000.00} equity loan. They should pay these damages as well as forgive the Partial Claim and release the lien.
Further Freedom 's mishandling of the Partial Claim has had a negative affect on my credit. I have been denied credit with a reference that my mortgage was not reduced for an extended amount of time. If the Partial Claim was handled properly, Freedom would have forgiven the amount, updated my mortgage payoff and filed the Partial Claim with HUD to receive HUD 's insurance reimbursement of the amount forgiven. I would have been required to pay off the lien with HUD... Which is why the lender asked for HUD documentation to begin with. Freedom has acknowledged that the payoff amount they had on file was not accurate by providing a new payoff without the deferred amount on XX/XX/XXXX. Please require Freedom Mortgage to update my mortgage balance with credit bureaus.
Multiple emails from HUD and Freedom Mortgage are attached for your review.
Please note XXXX XXXX has been incredibly professional in trying to help. Her colleagues at Freedom Mortgage will not provide her with information.
|
| 01/19/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Application, originator, mortgage broker
|
|
Web |
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In XXXX XXXX, we were solicited by our current mortgage company, Freedom Mortgage, to refi our existing loan to a lower rate and lower payment. In the solicitation, as well as in phone and email communications, we were told that there would be no closing costs, no costs rolled into our loan and no additional time added to our mortgage. When I expressed concerns about this being to good to be true to the loan officer, XXXX XXXX, he told me it was a customer retention program designed to keep clients happy and prevent them from shopping for a better rate. After we were given written confirmation that there would be no costs of any kind associated with the refinance, we agreed to move forward and allow Freedom Mortgage to run our credit and begin the refinance process.
We were given a list of required documents and a link to a portal for uploading documents. We uploaded all the requested documents during the first two weeks of XXXX XXXX. On XXXX/XXXX/XXXX, we received an email from our loan processor, XXXX XXXX XXXX, requesting XXXX and XXXX business and personal tax returns. On XXXX/XXXX/XXXX, I emailed the requested tax documents along with a reminder that I had also uploaded all of the originally requested documents to their online portal.
Approx two weeks later, we received a letter stating that our rate lock was about to expire due to not receiving all documents. I immediately called and spoke with XXXX who assured me that all documents had been received and that I need not worry about the rate lock expiring because that only applied to them receiving all documents and that it would not matter if our closing date was after the rate lock date. She told me at that time that they would be back in touch in a couple weeks to set a closing date.
On XXXX/XXXX/XXXX, I called XXXX to see where we were in the process and ask why we had not heard from someone about a closing date since this had now been going on for well over 6 weeks. At first she said our refi application had been closed out on XXXX/XXXX/XXXX due to not receiving the XXXX and XXXX tax docs. When I pointed out that I had mailed those documents to her and that they had been received by her on XXXX/XXXX/XXXX, she then said the issue was we did not send the XXXX 's with the tax returns. I then pointed out to her exactly where the XXXX 's were in the attachments that had been sent to her. At this point she said " I uploaded everything, I do n't know why your loan was closed '' ... She could provide me no more information and directed me back to my loan officer, XXXX XXXX.
On that same day, XXXX/XXXX/XXXX, I called XXXX XXXX but he was out of the office so I emailed him a request to have someone who knew what they we doing to get in touch with me. On either XXXX or XXXX/XXXX/XXXX, I spoke with XXXX XXXX and he said he would check on my file and promised to call me back no later than noon Fri, XXXX/XXXX/XXXX. On Fri afternoon, after not getting a call from anyone at Freedom Mort, I called XXXX XXXX again and his voicemail message said he was out of the office. I left a message requesting a call, again ...
On Tues, XXXX/XXXX/XXXX, I emailed XXXX XXXX that if I did not hear from someone by noon the next day, I would be filing formal complaints. Later that same day, XXXX XXXX emailed me and apologized for not getting back to me and again promised to review our file and get back to us within 24 hours.
On Weds, XXXX/XXXX/XXXX, I received an email from XXXX XXXX that he had been assigned to a new department at Freedom Mort and could no longer work on my loan. He said the file had been reviewed with his supervisor and that a new loan officer would be in contact with me within 24 hours. He did not supply the name of the supv nor the new loan officer ...
On Thursday, XXXX/XXXX/XXXX, I emailed XXXX and XXXX requesting the new loan officer info. As of XXXX/XXXX/XXXX, there has been no contact.
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| 04/28/2016 |
Yes |
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- Application, originator, mortgage broker
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Web |
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FREEDOM MORTGAGE IS GUILTY OF INTENTIONALLY DEFRAUDING THE GOVERNMENT, INSURANCE FRAUD, CONSUMER FRAUD, WIRE FRAUD, LYING TO FEDERAL INVESTIGATORS, RACKETEERING AND EXTORTION. XXXX XXXX AND XXXX ARE ACCOMPLICES INTENT TO DEFRAUD THE GOVERNMENT ~ They have written countless loans with escrow errors, illegal disclosure forms and misleading payments to entice consumers to refinance. These intentional errors are part of a much larger racketeering scam involving the service companies. They focus on elderly and less educated people and FHA insurance. These minor errors multiply into illegal home theft and the taxpayer and the government funds this scam with FHA Insurance payments when they illegally cause a default.
INSURANCE FRAUD ~ Escrow errors, failure to pay items, and paying the wrong items are common. All of the mistakes eventually cause the payments to skyrocket, they scare the consumer, and they take they home using PMI and FHA insurance to fund the scam.
CONSUMER FRAUD ~ When cornered, they lie to consumers and instruct the Service companies to commit fraud and play games with the payments. Random fees are tacked on and they remain unchallenged in many cases, arrogant and as dishonest as anything I have ever seen in white collar, blue collar or inner city crime. They operate with perceived immunity and they need to be punshed and fined to the fullest extent of the law.
WIRE FRAUD ~ They are crossing state lines, using all forms of electronic communication and providing false and misleading information to everyone, everywhere, every step of the way.
RACKETEERING ~ Here is the big scam ... creating a need using fraud. Grandma has a {$1600.00} Social Security check and Freedom Mortgage uses fraud and lies on official loan disclosure forms to make the payment appear low and appealing. Grandma knows {$840.00} a month is a lot of money in her case, but it still gives her $ XXXX+ for food, medicine, car insurance, gas and incidentals. One year into the loan, however, the payment skyrockets. The loan is also with a new, third party, and they wo n't answer questions or return phone calls, so the consumer is trapped, paying required items, back payments and late fees. More on the extortion part of the scam later. This 3rd party loan servicer now makes escrow errors and the payment in this case went from {$840.00} to {$1400.00}. No explanation. " Pay or leave grandma ''. When you add the mystery fees, random charges they add, and escrow that needs to be refunded, you have a scam that has not only taken grandma 's entire social security check, they have made this sweet grandma or grandpa homeless. This has happened to the elderly and others over and over again. Companies like XXXX and XXXX feed on the dying carcasses of the victims while Freedom Mortgage completes a bleed out of cash the XXXX would envy. Money stolen from everyone, even far away taxpayers with no idea this scam is occurring.
EXTORTION ~ When cornered by a consumer the games begin. They lie and stall while trying to foreclose behind the consumer 's back, so they can defraud the government and the insurance industry. This particular scam has now had XXXX ( XXXX ) false replies filled with lies to intentionally mislead government investigators at the CFPB. Over and over again they disguise intentional fraud and racketeering, as a legitimate business model. They claim fraud on origination can simply be ignored because the third party has the right to raise the escrow amount for any reason at all, including loan origination fraud.
Freedom Mortgage, XXXX and XXXX should all lose their licenses immediately and the assets liquidated to pay the consumers in my opinion. Their defense is always " inadvertent because they are stupid and incompetent '' so we appreciate the honesty but failure to hire and train qualified people to comply with laws is cause for immediate license suspension.
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| 02/11/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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I had a loan through XXXX in a division called " XXXX. '' This was initiated in XXXX of XXXX. The loan was sold to Freedom Mortgage in XXXX of XXXX ; this is when my problems began. I did n't know where my loan was until about halfway through XXXX and my lender kept saying I had a balance of XXXX, and I had no idea why. Finally I called XXXX before the XXXX ( because I did n't want extra charges ) and they told me who the loan had been sold to and said they should have reached out to me. They did n't. I called them several times until I finally was able to get the information I needed to access my mortgage. I was then informed that since the loan was bough in XXXX, they give me 60 days to make my first payment. I was to sell my house at the end of XXXX where I was already under contract. I informed them of this and the first person I talked to informed me that I just should have the payoff go directly to them if it occurred during 60 days and then I would n't have to make a payment. Starting the next week, I started getting daily calls from Freedom Mortgage. The fees started piling up as well. Every time I called them ( since they would always call when I was at work ), I would have to start all over again to tell them the story. By the end of the conversation, we always seemed on the same page. Yet the calls kept coming. I finally was able to get into my online account and I noticed several charges. Apparently, they were charging me for " reaching out to me '' since I made no attempt to contact them ( which obviously was n't the case. ) I found out the buyer of my house had to push closing back a couple of weeks, so then I decided to pay the mortgage. When I got online, they also charged me not once, not twice, but three times for a payoff quote requested by the title company. When I looked into it, the title company asked for a payoff date of XXXX XXXX, and each time Freedom Mortgage would date it just a week or two out. At this point I had XXXX charges for {$30.00} and XXXX charge for {$15.00}. I told them I was online to pay and the guys said he would " wave '' the {$15.00} phone charge fee if I can just do it over the phone ; and after that he could look into the charges ; but until my account was current ( which it was never behind ), they wo n't do anything about the charges. I paid 2 months and then he told me he would send an email to get the rest taken care of. In about a week, there were XXXX reversals ; XXXX of {$30.00}, and XXXX of {$15.00}. I was happy just to get them to do anything ; so I stopped calling for a bit. The title company called me a day or two before closing and told me they STILL had n't received a payoff and they 've left several requests ; that it may go quicker if I called. I did and through much hassle, they said it was taken care of. It was n't. I had to call again the next day, and the lady told me they require 2 weeks. I informed her it had been 2 months. She told me there was nothing that can be done. I talked to a supervisor and the next day they had a payoff quote. I closed, I thought all was done and they title company even paid XXXX more, just in case. On a hunch I went back on the website and noticed that they had added back on every charge, another XXXX {$30.00} charges, a {$26.00} charge, and another {$15.00} charge ; basically taking all of the " cushion '' money the title Company set up. I called them again and was told it could take up to 2 weeks before they could get back to me about what these charges are. I called again about 5 days later and they said the same thing, but transferred me to another person who was able to look into things. He more or less told me he could n't do anything about it, but could escalate it again, and hopefully I would hear from them in writing in the next month or so. I ca n't believe a Company would do something like this, not alone be this unethical. Please help.
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| 04/05/2021 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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Freedom Mortgage has placed an escrow on my account that damaged my ability to apply for land loans. I refinanced in XXXX2020 to lower my mortgage from {$1100.00} / month to {$900.00} / month, and my mortgage was sold to Freedom Mortgage. Freedom Mortgage then placed an escrow on my account of {$300.00} despite a perfect payment record and paying months of homeowners insurance and taxes in advance by rolling them into the total my refinance.
/// ( Paragraph break for easier read ) /// So now when applying for other loans my debt to income ratio is thrown off. Loans I was previously approved for with the actual {$900.00} / month mortgage, now appear as though I have gone up to a {$1200.00} / month mortgage - and I have now been disapproved. Again, despite being sure to pay a large portion of this homeowner 's insurance and taxes up front.
XXXX Starting on XXXX I was told my by loan officer that this escrow would be a problem and started working though Freedom Mortgage 's automated system to remove it. My initial request was denied due to " a lack of payment history on the mortgage '' - which is accurate considering I only refinanced in XXXX 2020. But I did have 1.5 years of perfect payment history before that before the refinance.
XXXX I continued to try to reach an actual person and escalated this concern on my own until I got in contact with XXXX XXXX of Freedom Mortgage 's escalations department on XXXX. I told him I could provide a final closing statement that shows the homeowner 's insurance and taxes I paid in advance and any past payment history from before the refinance. He was initially very helpful. He provided me with his direct number and said he would raise the issue and get back to me in a week. One week passed and I still had not heard anything so I reached out via email and phone on XXXX - I have not received anything since. I have also made calls to the Freedom Mortgage escalations department in general and have not been able to find him again to ask about my case.
/// On XXXX I sent XXXX an email to let him know I would be seeking Federal aid with this damaging situation. I have been keeping the property owner waiting for 3 months now on financing issue. And as property management is part of a side business I have been running since XXXX of 2020 - losing this property due to an error of some company ( that I have no power to hire / fire for my mortgage servicing mind you ) will really harm my ability to provide for my family. That is why I took time to make sure that I would be frontloading my insurance and taxes into the refinance total - so this specific roadblock would not manifest itself.
XXXX XXXX is what I sent to XXXX letting him know I would be filing a complaint with higher authority / a watchdog agency : XXXX " Hey XXXX, XXXX To be perfectly honest. This has already cost me and my family a lot. The bank just told me they have to deny me for the loan Ive had lined up for a property Ive been working on for 4 months.
/// I have been more than polite with everyone involved - yet due to a mistake, entirely on your companys end - I have been screwed over. I also cant seem to get an answer from anyone on what has happened with my case. But, at this point Im guessing that insulation from criticism is by design. Especially since I did not pick your company to work with, I have no option to change to a new mortgage processor, and I cant get past your escalations department.
/// So I just want you to understand that I will be contacting my lawyer to find what federal agency oversees this interaction. I dont know what recourse I have yet, but from one man trying to his job to another man trying to do his job ; I wanted to let you know first that I will be going around your company to get this fixed.
XXXX V/R, ( My name ) '' XXXX Thank you to the CFPB for looking into my case and please feel free to contact me anytime.
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| 09/04/2019 |
Yes |
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- Struggling to pay mortgage
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Web |
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Attention : XXXX XXXX XXXX Director Customer Service Freedom Mortgage FAX XXXX XXXX First of all I wanted to thank you for personally taking care of my situation. I appreciate your response listed below to the Consumer Bureau. And As per your request Ihave attached the certification that I have had no damage or claims in my home since I purchased it in XXXX. But additionally and unfortunately I have to continue with my complaint as Freedom Mortgage once again has done the same mistake. You fixed and refunded the lender placed insurance of {$2400.00}. But now WITHOUT PREVIOUS NOTICES they have now placed the same lender placed insurance but from XX/XX/XXXX to XX/XX/XXXX. Again, under FEDERAL LAW I did NOT receive any notices of this until XX/XX/XXXX. I have attached all the paperwork for you. Please try to resolve this matter. I placed insurance from XX/XX/XXXX to XX/XX/XXXX. Anything before this I NEVER authorized and I was NEVER NOTIFIED back in XX/XX/XXXX. Please try to fix this problem with a refund and cancellation and I may need a new ESCROW ANALYSIS.
Company 's Response XX/XX/XXXX Ms. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Fl XXXX Re : Your Complaint to the CFPB Complaint # XXXX Dear Ms. XXXX : We have reviewed your complaint and researched the issue regarding the lender placed insurance premium. Our records indicate that the insurance policy with XXXX XXXX was canceled on XX/XX/XXXX per your request ( see attached ). This policy was originally effective for the period of XX/XX/XXXX to XXXX. We did not receive an updated hazard insurance policy until XXXX, XXXX which was effective XX/XX/XXXX to XX/XX/XXXX and this policy did not cover the period of XX/XX/XXXX to XX/XX/XXXX. Since we were only able to obtain a retroactive policy for no more than one year, lender placed coverage was placed for the period of XX/XX/XXXX to XX/XX/XXXX in the amount of {$2400.00}. We did find that you were not notified of the issue in XX/XX/XXXX when the cancellation occurred. Our loan notes indicate that our insurance department did speak to you on XX/XX/XXXX and XX/XX/XXXX and advised you that the policy was required. However written notices were not provided until XX/XX/XXXX. In view of this, we will refund the {$2400.00} to your escrow account. We have reanalyzed your escrow account including the refund of the insurance premiums to your escrow account. Your new payment effective XXXX, XXXX will be {$1800.00} per month. We would ask that you certify that there have been no claims or damage to the property during the gap period. We have provided the attached certification which states that there are were no claims or damage to the property for the full gap period of XX/XX/XXXX to XX/XX/XXXX.
CONSUMER 'S NEW COMPLAINED dated today XX/XX/XXXX Freedom Mortgage did comply to my request, however they made the exact same mistake again and applied retroactive insurance from XX/XX/XXXX to XX/XX/XXXX WITHOUT SENDING ME ANY NOTICES.
I request please that I get this insurance cancelled in the amount of {$940.00} and be refunded to my escrow so my mortgage can go back down to what is supposed to be since now because of this my shortage has increased. Again, I did not receive any notification about this insurance back in XX/XX/XXXX this year. The first notification I received was XX/XX/XXXX making the insurance retroactive. Under FEDERAL LAW, after XX/XX/XXXX it is ILLEGAL to place a lender-placed insurance without WRITTEN NOTICE 45 day prior to the placement of the insurance. My first warning for this was a letter from XX/XX/XXXX. I have called several times and spoke to many people, the last person that took care of this matter for the {$2400.00} was : XXXX XXXX XXXX Director Customer Service Freedom Mortgage Corporation XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, NJ XXXX e-mail : XXXX Fax : XXXX Maybe he can fix this new mistake. Thank you so much, XXXX XXXX
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| 01/28/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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My mortgage was transferred to freedom mortgage in the beginning of XXXX. I was in the process of getting my PMI removed with my previous company at the time of transfer. I have been contacting Freedom since to get rid of my PMI. Two and a half months later, I have only received a letter from them saying they are looking into my claim and that the escrow department would contact me if they needed anything. I missed XXXX phone call from Freedom, which message stated this is Freedom, please call us back at our customer service line. When I called back within five minutes, the rep I was speaking with had no idea why the last person called me and said there was no note in my file as to why they would have contacted me. I have had countless conversations with reps who can not help me. I have called to check in on the situation and ask them what my next step is to remove my PMI. I was finally able to speak with a representative who told me to fax my home appraisal for the next step. They mentioned that a note was placed in my file to contact me to tell me a home appraisal is the next step ( who knows how long that note was in the file for ) but again no one contacted me. The rep told me they ca n't tell me if it will be an accepted appraisal, there was no way they could tell me this or look into what appraisers are accepted. Not once was I contacted and asked to send my appraisal or do anything else for that matter, I went ahead and had to investigate enough to determine that was the next step. About 48 hours after the first time I sent the home appraisal fax, I called back and asked if they had received it. The rep told me they did not receive it yet, but that sometimes it takes longer than 48 hours to receive a fax and to call back in a few days. I waited about a week from the original send date and the rep told me there was a note in my file that they did not receive the fax and that someone was going to contact me. They did not contact me, I went ahead and resent the fax & confirmed I had the correct fax number, they mentioned it would take again about 48 hours to receive and that someone would contact me. I again waited a week, called back and they told me there was another note in my file that they did not receive the fax and that someone was supposed to contact me. I asked the rep when someone was going to contact me because again, the only reason why I even know it was not received and what steps I should be taking is because I contacted the company myself. I have asked the company to put notes in my file to have the escrow department call me and discuss the situation/tell me what I need to do- Freedom mortgage said the escrow department does not take phone calls and they could put a note in that " hopefully '' someone will see. Last Thursday, I spoke to a representative & I asked to speak to a manager/supervisor because every time I speak to a rep, they are telling me something different and I have been in the same place for the last two months- with no movement on cancelling my PMI. The rep told me a note was placed and that a supervisor will contact me within 48 hours. I did not receive a call and again, called back Freedom mortgage and asked about my situation. They still do not see my fax ( one I have faxed twice to the confirmed fax number ) and again I have asked for a supervisor/manager to contact me to help with the situation. I have not heard back from Freedom since then. I have now wasted two and a half months, getting nothing accomplished towards cancelling my PMI and have a mortgage company who does not communicate the requirements to me. I have had no guidance from freedom mortgage and have spent countless hours contacting their customer service, which has gotten me nowhere. The customer service and organization at freedom mortgage has been the worst experience I have ever had to deal with. Loan is always paid on time.
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| 02/25/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I am a customer of Freedom Mortgage company, who acquired from XXXX XXXX in mid-XXXX, where my original loan servicing was through.
I pay my mortgage in advance, and for several months now, Freedom Mortgage has incorrectly processed and improperly applied my pre-payments to the correct months they are due, as well as improperly applying additional principal and escrow pre-payments. They are not applying my additional principal correctly and continue to show contradictory information ( i.e. a payment due date online doesn't match the due dates on paper statements I am mailed and doesn't match the due date a representative gives me over the phone ). Currently, this company verbally said my next payment is due in XX/XX/XXXX. My paper statement shows XX/XX/XXXX. My records ( and reconciling bank statements ) show my next mortgage payment is due in XX/XX/XXXX
In addition, Freedom Mortgage only allows me to make these pre-payments 'over the phone '. Also, they do not have the capability to mail or email me a receipt of my payments once this is made. This seems ridiculous and outdated. When I finally was able to get a receipt after multiple attempts, the company could not provide a breakdown of what monies went toward the current payment, what monies went to additional principal, and what monies went to additional escrow - only a lump sum payment. And because I am not able to pay this payment online through their portal ( ex : early payments made a month or more before their due date can't be made online ), when I call in over the phone I have to explain what's going on with my account every single time I call in. Each time, I speak with someone new, and each time that person tells me something different they see on my account from the last time I called in. Despite these efforts to call in, explain the situation, escalate to a supervisor to correct, the payments continue to be misapplied. I feel as if I'm being penalized for paying early.
When I've tried to call and contact Freedom Mortgage to correct these errors, with at least four attempts now since XX/XX/XXXX, I get a different response from the company representative that I'm speaking with. I've used their online message center, which does not allowing for external emailing.
Today, I received another incorrect mailed notice that extra monies I have been paying toward principal are now being placed in a 'suspense ' account because Freedom Mortgage is trying to applying them towards a mortgage payment ; these monies are additional principal! Because these are also not being properly applied, that means additional interest monies continue to accrue.
I have now requested copies of the audio recordings they make during these calls to ensure they are recording properly how I'd like these payments applied. However, I was denied and a subpoena was suggested.
In addition, because Freedom Mortgage is incorrectly applying payments, they adjust and readjust my mortgage balance due. When they increase, decrease, and then increase the mortgage balance, my credit score is adversely affected. When checking my credit report, my available line of credit constantly fluctuates based on their adjustments. This drives down a credit score.
I have tried without resolve to get this company to correct their errors ; I'm at my wits end and feel stuck with them because I have no other option since my original mortgage lender sold this mortgage servicing off and now it's been acquired by a different company. I am forced to use Freedom Mortgage for servicing, but this has been a nightmare. Should I be able to choose, I would use a different company ASAP. My home is my largest investment, and they continue to mishandle my payments on that investment. It's extremely discouraging and time consuming to continue to go through this debacle on a reoccurring and monthly basis.
Please, please, please help!
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| 01/29/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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On XXXX/XXXX/2015 I received a letter that my mortgage was transferred from XXXX XXXX to Freedom Mortgage. At that time however, I had already sent the payment ( to XXXX ) on XXXX via USPS mail. On XXXX, I noticed that the check had not been processed yet. On XXXX, I called XXXX Mortgage, and they mentioned that they had not received the payment yet and the representative recommended me to ask my bank for a " replacement check ''. On XXXX, I received a letter from XXXX Mortgage confirming that the payment had not been received yet. On XXXX, I went to my bank and the manager suggested me to put a " stop payment '' on the original check and issue another one to XXXX. On XXXX, I called Freedom and a representative said the payment had been received. On XXXX, I received a letter from Freedom ( dated XXXX ), stating that a fee of {$30.00} would be assessed to my account due to insufficient funds ( " NSF '' ). On XXXX, I logged in to my bank account online, and verified that there was a " stop payment '' transaction for the same value of the original check, but also a successful transaction for the replacement check. On the same day, I called Freedom inquiring about the {$30.00} fee. The representative verified that they had received all due payments and my account had no balance. Nonetheless, their computer system showed a " NSF '' ( Insufficient Funds ) transaction. I told him that the " NSF '' was in reality a " Stop Payment '' transaction and explained the whole situation. We conference called a representative from my bank. She could identify the " Stop Payment '' transaction online, but was not able to find any " NSF '' transaction on my account. Unfortunately she could n't find an electronic copy of the " Stop Payment '' document, because it had been done in person, in a branch. At that point, I sent a copy of my original " Stop Payment '' document, signed by the branch manager, to the Freedom Mortgage representative. To my surprise, he said that the explanation I gave and the document I sent were not conclusive, and what really mattered was the " NSF '' captured by his system on a transaction with my bank. I asked him to show me documentation from his system proving that my bank actually issued an " NSF '' transaction instead of a " Stop Payment '' XXXX. He said it was not possible, and mentioned that his system would not display " NSF '' if it were not coming from my bank. Not coming to a consensus on the issue, he finally agreed that if I could prove from my bank that during the period that the " NSF '' transaction occurred, my bank account had more than enough funds to cover for the transaction, then he would wave the {$30.00} fee.
On XXXX, I went back to the bank branch and explained the situation to them. They performed an in-depth analysis of my account and confirmed that my balance was never below the amount to cover ( by a large margin ) the value of my mortgage. They also confirmed that there was no way to possibly justify an NSF transaction, and that their records showed that the transaction was returned because of a " Stop Payment '' order. They printed and signed all documents supporting the case and I sent this documentation to Freedom Mortgage, as they had requested.
Few days later, I received a letter from Freedom Mortgage acknowledging the receipt of my email and the documentation. They said they would analyze it.
About a week ago, I received the invoice for my next mortgage payment from Freedom. To my surprise, they disregarded my explanations & documentation, and included the {$30.00} " NSF '' fee.
Please help, as I did everything I could, to not only ( a ) avoid a fraud ( by requesting a " Stop Payment '' on the original check ), but also ( 2 ) issuing a replacement check and ( 3 ) providing sound documentation.
I am attaching the letter I sent to Freedom Mortgage and the documentation from the bank.
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| 11/07/2019 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
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We have had a mortgage with Freedom Mortgage since XX/XX/XXXX. I have tried repeatedly -- and through all avenues that I can think of -- to rectify this with the company. I am completely discouraged, disappointed and frustrated. At the end of XX/XX/XXXX, a representative of Freedom Mortgage contacted my husband with the offer of lowering our interest rates. My husband is a veteran and this representative made a point to stress the offer was for our VA loan. I note that because I believe that point encouraged my husband to trust that this was a real or honest offer. We submitted our documents and were told it would be an easy process. Nothing could be further from the truth.
We had a small additional mortgage with the XXXX XXXX XXXX ( under {$2000.00} for insulation improvements ). While staff at XXXX XXXX XXXX responded promptly to any request from Freedom or XXXX, and were completely fine with signing off on the subordination of this small amount, staff at Freedom Mortgage and XXXX XXXX dropped the ball multiple times. Throughout the dozens and dozens and dozens of emails we sent to Freedom Mortgage ( Staff : XXXX XXXX and XXXX XXXX ) and XXXX XXXX ( Staff XXXX XXXX ), we were told one thing only to find out that it was completely untrue. For example, below is an email I sent ( again, after many other frustrating emails that preceded it ... believe me, I started out corresponding with kindness and consideration. But this situation became more and more impossible. ) : Email sent to XXXX at XXXX on XX/XX/XXXX ( A reminder : This refinancing started the end of XXXX ) : This is beyond absurd. I just spoke with XXXX at XXXX XXXX XXXX. To remind us all, XXXX sent her original request to XXXX ( in your office ) on XX/XX/XXXX for the check and additional documentation. She sent a reminder on XX/XX/XXXX. Just today she received the check from XXXX but NONE of the additional documentation that she requested. At this point there is nothing you can do that will ever make up for the stress and frustration that your organizations have caused my husband and me.
Here is his response : Hi, You are 100 % correct and I am deeply sorry.
The confusion was on my end and mine alone.
The additional check was sent yesterday overnight, but when I was reviewing the notes I was under the impression that the check they received was the additional fee amount.
I apologize for the confusion and delay.
We will continue to do everything we can to obtain the agreement as fast as we can.
Thank you.
Then when they had all that sorted out, we received this email on XX/XX/XXXX from XXXX : Hello, The underwriter sent us the file back as a conditional approval, the underwriter needs some adjusted information on the title and subordination documents, Title is working on it once its completed, I will re-submit the loan back to the underwriter for final review.
But the following email we received from XXXX today ( XX/XX/XXXX, after a week of asking for an update ) was stunning.
It looks like due to the age of this file Freedom Mortgage had to close the loan. I have been working on trying to reverse this, but with no luck. I apologize for all the hassle. I can reopen the loan for you if you still wish to proceed. Let me know. Thank you.
I told my husband that I had a suspicion that it was a scam all along but he said no, they wouldnt do that to a veteran. I would be happy to forward all of the email correspondence for you review. Just provide me with an appropriate email.
Just now, I looked at reviews online for Freedom and saw that there were a number of others who have experienced something very similar. I hope that someone is able to conduct a very thorough investigation on this company. All of their press releases are so glowing about how quickly they have grown. It appears that this growth ( and profit ) is at the expense of veterans.
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| 08/16/2018 |
Yes |
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- Trouble during payment process
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Web |
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For the month of XX/XX/XXXX and XX/XX/XXXX I made my payments ( XX/XX/2018. {$1600.00} ) ( XX/XX/2018 {$1600.00} a XXXX dollar fee was charged for paying over the phone ) accordingly to my statements, Mortgage company ( Freedom Mortgae ) is stating I havent made my payments. I sent them all the necessary paperwork work, bank statements, personalized letter from my institutionincluding my institution calling them on a three way call confirming my payments and they still havent fix the problem and say I still owe the month of XX/XX/XXXX. I sent my XX/XX/XXXX payment and they applied it to my XX/XX/XXXX payment still stating I am missing a payment. I have called multiple times have coopaerated with all the information they need and they still havent fix the problem. Every time I call is different people to whom I have to explain my situation and spend hours on the phone on each call. I have asked to talk to supervisors they say they will return my call never returned a call. There was a stop payment on XX/XX/XXXX for a check because I was concerned they hadnt received my XX/XX/XXXX payment on time ... so Freedom Mortgage adviced me to stop payment on the check and call back the same day and pay on the phone which I did ... they are claiming I put a stop payment on my XX/XX/XXXX and XX/XX/XXXX payments which I only did for the check I made on XX/XX/XXXX, I called back and made the payment over the phone and they gave me a confirmation number. The money was withdrawn from my account by freedom mortgage. My statement shows the stop payment for the check only, the other two payments were made. No where in my statement states that I put a stop payment on my XX/XX/XXXX payment ( paid over the phone ) nor my XX/XX/XXXX payment ( paid over the phone ) the only stop payment that states is the check I made for XXXX ( check # XXXX ) this is shown on the end of my XX/XX/XXXX statement. I have spoken to multiple people ... XX/XX/XXXX talked to XXXX Id # XXXX she said by XX/XX/XXXX everything should be revised and fixed. Talked to XXXX Id # XXXX he put in a request for a XXXX to call me back no manager ever returned my call. Nothing was fixed by XX/XX/XXXX. XX/XX/XXXX spoke with XXXX id # XXXX we were on a three way call with my bank her name was XXXX, she answered all of XXXX questions. She said she has to put in a request to research check # XXXX for the amount of XXXX I never made a check for that amount nor that check number. She said she would call me back once she had an update on my situation, she called on XX/XX/XXXX and left me a message to call back when I called back they werent unable to get a hold of her I spoke to XXXX # XXXX he then transferred me to XXXX id # XXXX ( shes in collections ) she said everything was resolved when I asked her about why does it show that I still owe for XX/XX/XXXX when I sent the check and I carried the check she said they hadnt received it yet, I also questioned the fees she said she was going to put a request to review and haves them waived ... after I got out of the phone I confirmed from the bank they had charged the money on XX/XX/XXXX, they had applied to my XX/XX/XXXX payment. So now theyre saying I still owe XX/XX/XXXX. I spoke to XXXX Id # XXXX now she says the target to get everything fixed was XX/XX/XXXX I asked to speak to a manager again no one was available she was finally able to transfer me to a supervisor XXXX whom I explained the situation she said she was going to talk to XXXX and XXXX to get an update and that she was going to give me a call by the end of the day ... I wanted all day no call and today XX/XX/XXXX didnt receive a call from them either. Like I have explained to them I have a son with a XXXX who requires all my attention. Honestly I spend so much time talking to people on the phone explaining all my situation and being on the phone for more than an hour.
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| 11/22/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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For whatever reason Freedom Mortgage refused to acknowledge when a loan reaches a 78 % loan to value and the payments are current on the mortgage that PMI Per the Homestead Protection ACT that PMI is required be deleted automatically. Freedom Mortgage never wants to address this part of the Homestead Protection ACT .When I sent my XXXX towards principal based on my math since Freedom Mortgage refused to give me a figure as how much it would need to get my loan to 78 % Loan to value. Based on my current loan as Freedom Mortgage points out is over XXXX, well of course it is because I gave up on trying to get rid of PMI when loan to value was at 78 %. so I requested my $ XXXX be be returned to me which they did.
Automatic Termination of PMI A servicer must automatically terminate PMI for residential mortgage transactions on the earliest date that both The principal balance of the mortgage is first scheduled to reach 78 percent of the original value of the secured property ( based solely on the initial amortization schedule, in the case of a fixed-rate loan, or on the amortization schedules, in the case of an adjustable-rate loan, regardless of the outstanding balance ) and The borrower is current on mortgage payments.
If PMI is terminated, the servicer may not require further payments or premiums of PMI more than thirty days after ( 1 ) the termination date or ( 2 ) the date following the termination date on which the borrower becomes current on the payments, whichever is sooner.
There is no provision in the automatic-termination section of the act, as there is in the borrower requested PMI cancellation section, that protects the lender against declines in property value or subordinate liens. The automatic-termination provisions make no reference to good payment history ( as prescribed in the borrower-requested provisions ) but state only that the borrower must be current on mortgage payments.
Final Termination If PMI coverage on a residential mortgage transaction was not canceled at the borrowers request or by the automatic-termination provision, the servicer must terminate PMI coverage by the first day of the month following the date that is the midpoint of the loans amortization period if, on that date, the borrower is current on the payments required by the terms of the mortgage.
The servicer may not require further payments or premiums of PMI more than thirty days after PMI is terminated.
First, Freedom Mortgage has yet to address all the conflicting information I was givnen when I was calling trying to gather information in order to get rid of PMI ; some of the information given through me calling, I had to keep PMI through 2026, PMI does not delete automatically at 78 % Loan to value and payments current, As I stated I emailed Freedom Mortgage the copy of the Homestead protection ACT concerning loan to value at 78 % is deleted auto if payments are current. Freedom Mortgage keeps replying with a loan to value of 80 % loan t value which there are much more requirements at 80 % Loan to Value than if the loan is at 78 %.
On XXXX XXXX I spoke with a Title company which is working on my closing, she informed me she was transferred to 3 different people or different departments in order to try and get a payoff.which she said took her and hour or or more.
The bottom line Freedom Mortgage is servicing my loan and I get different answers or get placed on hold like the Title Company. For future Borrowers I home they are made aware of these problems and think twice about entering into a application with Freedom Mortgage. I should mention I have had 3-4 or more Mortgage loans in my lifetime and never had so much problems with a Mortgage Company, I hope this helps anyone who read this to look elsewhere for a Mortgage loan.I hope this help future homebuyers not make a mistake and go with Freedom Mortgage!
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| 09/20/2023 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
- Delays in the application process
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Web |
Servicemember |
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My husband and I put in and offer foXXXX XXXX XXXX XXXX XXXX XXXX on XX/XX/2023 and it got accepted. The offer consisted of an Assumed VA Loan at 2.25 % for about XXXX XXXX. We called Freedom Mortgage to figure out a close date and were told mortgage assumptions took an average of 45-60 days, so we put XX/XX/2023 as the estimated close date on our offer.
We had to wait until XX/XX/2023 to receive a simple form ( Mortgage Assumption Request Form ) to fill out. We filled out the same day and returned. We called Freedom Mortgage a week later because we hadn't heard anything... was informed that paperwork was illegible, submitted new paperwork.
On XX/XX/2023, we finally were able to talk to someone at Freedom Mortgage. We spoke with the mortgage loan officer by the name of XXXX XXXX. It was an hour-long intake call. The next step was to receive the loan application packet in the mail in a week. We completed the application and attached various printouts and sent back certified mail on XX/XX/2023. We were informed that once they received the packet, then a XXXX clock before the Loan Assumption would be approved.
Now that the expected completion date was pushed back to XX/XX/2023, we worked out a deal with the seller to move in on XX/XX/2023 and rent the condo until we closed. Our rent ( occupancy charge ) would cover the seller 's carrying costs for the mortgage and condo fees.
We got word on XX/XX/2023 from XXXX XXXX, the processor, that more information was needed ( Letter attached ). We responded quickly and got an email from XXXX on XX/XX/2023 that said We should hear back from the Underwriter in 3 weeks.
On XX/XX/2023 we finally got a response from Freedom Mortgage ( after many calls asking for a response ) that more information as needed ( Letter attached ). We responded quickly on XX/XX/2023 with 90 % of the information and waited until we returned home from vacation with the final documents on XX/XX/2023.
Until this point, the process seemed slow, but relatively normal. We had some concerns that many of the questions didnt seem relevant to our ability to pay off the loan. For example, why a marriage license? In addition, several questions related XXXX XXXX changing her name to XXXX XXXX even though she didnt change her name and we never indicated that she would change her name. This felt like they were searching for delays.
Finally ( so far ), we got another request for information on XX/XX/2023 ( Letter attached ). This is when alarm bells really went off. Many of these requests had already been answered and several seemed totally unrelated to our ability to pay off the loan. Our monthly incomes far exceed the amount of the monthly loan. In fact, XXXX had received a loan 2 years earlier for her previous condo for a similar amount and was approved without trouble. Now with XXXX as a co-lender, her financial situation was even better since he made more money than her and the assumable loan was a lower interest rate.
For example, one question was : XXXX to provide a more detailed explanation as to why XXXX XXXX XXXX residence is being retained as a second home when the house is 20 miles from subject and not located in an area typical of tourism or vacation home. What is the long term intention for this property?. This property is worth XXXX XXXXXXXX and has a current mortgage of XXXX XXXX ( with Freedom Mortgage! ). What is the concern?
At this point we felt like Freedom Mortgages actions were unfair and abusive. Freedom is slow-walking the assumption, apparently with the hope that either the seller or us will walk away from the transaction and they can lend at a higher rate.
In addition, we are losing XXXX of XXXX of dollars in potential interest sitting in a checking account rather than higher yielding investments as this has dragged out for 4 months.
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| 08/22/2016 |
Yes |
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- Application, originator, mortgage broker
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Web |
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The below email was sent to my Broker Manager after being denied.
Good Afternnon. This letter is to inform you that I received a telephone call this morning from my loan officer, XXXX XXXX, stating that Freedom Mortgage would not be moving forward with the processing of my home loan. I was supposed to close on the house today.
Needless to say I am furious about the lack of professionalism with which my loan has been handled, but aside from that, this new turn of events is an enormous inconvenience as I and my XXXX children are now displaced because we were expecting to be moving into a home that we no longer have access to. I need answers.
First of all, I signed a contract for the house on XXXX XXXX, 2016. It has now been 39 days. To date no appraisal has been done. XXXX said that she was requesting a " rush appraisal '', however because she failed to transfer the necessary funds, the appraisal was never completed. Throughout the process XXXX failed to communicate with my agent XXXX XXXX XXXX, listing agent ( XXXX XXXX, and XXXX XXXX XXXX XXXX XXXX leaving us all in the dark about how things were progressing. And after all this, seemingly in retaliation for us contacting you yesterday, I find out today, on the day that I was supposed to close, that I am being denied. I 'd like to know exactly why.
During our telephone conversation this morning, XXXX insinuated that I was somehow dishonest about my marital status on my loan application. When I began working with XXXX in XXXX, I was not married, nor were there wedding plans in the works. Therefore I checked 'single ', which was the appropriate box. And further to this point, although my husband and I eloped in XXXX, the home that I am purchasing will be solely in my name. I prefer that my husband 's finances not be considered in this process because I am purchasing the house on my own, for my own purposes. And according to the Consumer Federal Trade Commission, a creditor may not ask for information about your spouse unless your spouse is applying for credit with you. Therefore, this point should be irrelevant. Except that now, unfortunately for Freedom Mortgage, it has become relevant to me and my attorney, due to the fact that it is ILLEGAL for me to be denied credit that I would otherwise qualify for, based on marital status.
At this point, it would seem that XXXX is trying to cover her tracks and is retaliating based on the fact that she has been called out on her inefficiencies. She has failed to deliver on her responsibilities through every step of this process and she is now looking for a way to pin her shortcomings on me ; a fact we can add to the list of things that I do not appreciate. If in fact, my marital status was a factor, I was never asked by XXXX to update this information. And if the documents were updated after XXXX XXXX, my wedding date, then they were updated by XXXX herself, not by me. If my marital status was listed as 'single ' after this time and it should not have been, this is yet another example of the loan officer dropping the ball. My understanding is that my husband 's information is irrelevant since he is not a co-applicant on the loan. However, if the issue is whether or not the appropriate box was checked initially, I certainly did not falsify anything, and if my status should have been changed after XXXX XXXX, I would have gladly changed it had I been advised to. To add insult to injury by insulting my integrity is completely unacceptable.
That said, I will be lodging complaints with the Consumer Financial Protection Bureau, the US Department of Housing and Urban Development and the XXXX XXXX XXXX XXXX to investigate the matter further. I am also seeking legal counsel and my attorney will certainly be in contact with you if I am not provided with acceptable answers and remedies.
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| 09/27/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
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The lender offered to put the home in forbearance and I qualified for it and continued to communicate with the company on recorded lines all through the process. They offered multiple extensions and they were granted. I started to receive confusing feedback in XXXX of this year on the forbearance process ending and how to restart payments. I called multiple times never talking to the same person and always receiving feedback that was never the same. Because I received statements in the mail stating balance was due in full including all missed payments and interest accrued through forbearance I really needed to understand how that would be possible to pay that back. I explained this multiple times that I could not come up with {$30000.00}. If I had that kind of money I would have had no need to enter into forbearance. I got multiple people on recorded lines telling me no payment was due at this time it was in review. Even the statements sent in mail had in review at the bottom. I was willing to start back making monthly payments but they refused to allow me to do this. They made me believe I was still in a review and was even told by a women on recorded line to consider it was still in forbearance. We had to pay the property tax and get our own insurance on the house because they had durning forbearance put forced insurance on the property without even notifying me. I did all that and they were holding over {$500.00} in partial payment I sent right before they offered the forbearance plan. They still had the {$500.00} and I offered to send whatever the new payment was and just needed the amount. Still the refused to let me pay monthly payments. Continued to send me statements for the {$30000.00} and at the bottom again it said this property is in a review. I would call and the person would ask me for things I already sent. Proof of identification and proof of administration and proof of relationship to my mother. All this stuff they have. They entered into a forbearance agreement based on everything I had to send them all of this right after my mother passed. They could not legally communicate with me and offer me changed terms of the XXXX without this proof, but now they were giving me the run around. I would call on recorded lines and get somebody that said they had everything they needed to disregard what the person I called the week before had told me. The week before I got the dump of foreclosure notices I even talked to a women again asking what I was supposed to be doing when could I start my payment plan back up and she started telling me again I had to prove I was XXXX XXXX XXXX. I told her they had everything from my attorney. Then I said is this property going to be foreclosed on? She told me on a recorded line no it was not. Less than a week later end of XXXX I got a foreclosure bundle that was actually held at the post office a week before I got them. So the women knew durning that call the property was in fact being foreclosed on, The mortgage is in XXXX XXXX name I am her son legally the Administrator of the estate. I have provided all necessary paperwork. They have a partial payment and refuse to let me start making monthly payments to keep this property. The mortgage is with Freedom Mortgage it was a HUD loan. They gave this loan to my mother who did not even have a job and the only income she had was her social security which was barely enough for her to survive on. Thats an entirely different issue but one that should be looked into as well. Please help me save this property it was all that was left to my sister and I. We want to make payments and are ready to do so right now. However they will not allow and continue ti refuse to apply them to the loan. Please any help is greatly appreciated and it has already been advertised for sale in our local paper.
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| 10/02/2018 |
Yes |
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- Struggling to pay mortgage
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Web |
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Since purchasing my home in XX/XX/XXXX, my mortgage has been passed around to different mortgage companies like a hot potato. It has been sold, transferred many times.
Each time the mortgage was passed on, we did not know about it for months. The current company that held it, Freedom Mortgage, stated that I should have received a welcome packet ( which I never did ). The process for paying the mortgage was difficult. The website was not helpful as several times I was believed to be on a payment plan thru automatic withdrawal through my bank. Inquiries that are sent to the company are only replied to thru US Mail with a letter stating that someone will contact me within 30 days ( I get better customer service resolution when XXXX messes up my order ).
In XX/XX/XXXX, an error was discovered that my mortgage was not being paid properly. I was under the impression that things were coming out automatically through my bank. I contacted the lender and disputed this and stated that I would be sending in the missing amount for each payment ( via 6 separate checks through certified mail ). I did this and contacted them back days later to see if they had received it. They stated that they would be sending the checks back to me and that I had to send the payment via wire transfer through my bank ( which I did on XX/XX/XXXX ). This matter should have been resolved then and my account was to be made current ( which it was not ). After the payments had been applied, I was able to go onto their system and setup the automatic withdraw from my bank account which I made a physical copy of ( in the event that some screw up happened again ). I had also asked them to resolve the situation and was told that erroneous reporting on my credit report would be taken care of. I received a letter ( weeks into XXXX ) from the company stating that my account was current and that the matter was resolved.
I later found out the matter was not resolved as the document had stated. Not only did they take the wire transfer money but they also ended up cashing the 6 checks ( for which I did not have enough funds to cover the amount in my bank ). So not only was I lied to about the situation being resolved but I was also the victim of fraud due to them keeping the checks and cashing them ( which caused multiple ISF fees which has affected my bank account balance as it was never resolved by the company ).
This situation was never resolved and the company did not continue to withdraw funds from my bank account to payment for the mortgage. I have mailed several times and issues complaints online to no resolution from this company. More recently, we found out that the mortgage was in foreclosure while we had attempted to sell our home. We received no mailing about this from the mortgage company, no phone call info
rming us of this and have seen multiple charges on the account about legal fees and inspection fees when nobody is inspecting the home ( we have a camera on our front door so we know if someone is at the door ). I contacted the attorney handling this case on behalf of the mortgage company several times asking them inquiring about how this could be in this situation and left them my name and never received any response either. I have complained several times about this and had sent in paperwork trying to get this mortgage resolved and get some kind of plan. I need this foreclosure sale or auction to stop and be given some kind of resolution, even if it may be temporary to fix this. Due to the errors and notes about the foreclosure on my credit report, I can not even take out a loan to fix this. I need some kind of help on this because no one from the mortgage company is helping me out and now it is leading to several health issues, one of which sent me to the ER several days ago.
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| 05/17/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Back to the end of XXXX 2017 I recei ved an escrow analysis for my mortgage. I noticed that it did n't show my taxes owed for the quarter due X/X/17 . I wa s concerned about that since m y Homestead Rebate from my state should be deducted from that amount owed and it was a decent amo unt ( {$240.00} ) I called my mortgage company to make sure they have the correct amount to be s ent for my taxes owed X/X/17 . I spoke w/ XXXX on X/XX/17 . He told me the amount owed that 's showing is {$2300.00}. I told him that w as incorrect, that it should be {$2000.00} due to the reduction by {$240.00} from m y Homestead Rebate. I asked if they received notification of that from my town tax collector. He told me it did n't show they had. ( I work for my town and spoke to the tax collector and she said it was sent out to them ) I asked XXXX if I could scan it and email it to them so they could make the correction and do a NEW ESCROW ANALYSIS for me since that is also incorrect because it shows the non reduced tax amount thus making my shortage higher. He told me he would " have them run a new escrow analysis within a week. Almost a month went by and I had other things I had to deal w/in my ho me so I completely forgot that I had still not gotten a NEW ESCROW ANALYSIS on X/XX/17 so I looked up online my account w/my lender. It only showed the origina l ESCROW ANALYSIS an no note of a new one being done. It still also showed the higher mortgage amount owed for X/X/17 whic h should be a bit less DUE TO MY REDUCTION IN MY XXXX TAX ES which changed the " shortage amount '' in my original escrow. I immediately called my mortgage lender on X/XX/17 . I spoke to XXXX . Told her my problem, how I spoke to XXXX back on X/XX/17 , my tax amount owed for X/X/17 wa s wrong, I had a reduction due to homestead rebate and XXXX told me I would have a new ESCROW ANALYSIS RUN WITHIN A WEEK. I told her I NEVER received that and X/X/17 paym ent is still showing the higher amount, unchanged. She had me on hold f or 25minutes duri ng my work lunch break. She came back on the phone and said " I did find that it was put in for a new escrow analysis but it was denied ''. I asked her WHY it was denied and she said " a new escrow analysis could not be run until the X/X/17 tax payment was made, that had to happen first ''. I said WHY? That 's exactly the issue, you had the payment wrong, at the higher amount without taking off my homestead rebate amount ''. She just repeated herself than said to me " what I can do is put in another request for a NEW ESCROW ANALYSIS and put a rush on it ''. I said " so what XXXX told me back on X/XX/17 was meaninless, he never did what he told me he was going to do? '' She said " XXXX did n't do his job, the analyis was declined ''. I than asked her- " if XXXX did n't do his jo b, how do I know that you 're going to do it? '' She said " all I can say is that I am putting in for a new analysis and requesting they put a rush on it ''. My other issue is, if the new escrow analysis XXXX requested was truly denied, WHY WAS I NOT NOTIFIED OF THAT FACT? This involves me be owed a credit on my taxes and I 'm getting a run around. I told her my X/X/17 mortga ge payment is coming up fast, so can she guarantee that this will be resolved and corrected by than so my payment is at a lower amount? She said " all I can do is put the request in for a new analysis and ask that they put a rush on it ''. I am absolutely enraged over how this is being handled. I always pay on time, have my payments auto deducted, have a tax credit due me and I '' ve been ignored and now treated in such a way that it seems it of no urgency to them since I was completely blown off when I called back in XXXX on the XXXX , 2017.
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| 02/23/2017 |
Yes |
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- Loan modification,collection,foreclosure
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Web |
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The end of XXXX I was approved for a Trial Modification with my lender, XXXX XXXX XXXX. The Trail consisted of making payments for XXXX, XXXX, XXXX and XXXX XXXX. I made XXXX, XXXX and XXXX after making my XXXX payment I received a letter from my lender stating my mortgage was sold from XXXX to Freedom Mortgage. When I received the letter I contacted Freedom Mortgage to ask them how this would affect my trial modification. They had said that it should n't that it may take a little longer to get the paperwork transferred but just continue making my payments. I continued to pay my mortgage. I called Freedom and made my XXXX payment on XXXX XXXX over the phone. I called and made my XXXX payment on XXXX XXXX over the phone. I noticed at some point the payments were not being deducted from my account. I called Freedom to see what was happening and I spoke with a woman named XXXX who let me know that there was a stop on my account and that Freedom was n't accepting any more payments. That the account was in final modification and they were drawing up the paperwork. XXXX XXXX I still had n't received anything so I attempted to make my XXXX payment and again it would not go through. I called mid XXXX to check on the status and again got XXXX on the phone who said the " cashiering '' department had placed a " stop code XXXX '' on my account because of the modification and still was not accepting payments that the unpaid balance and fees would be put on the end of my mortgage. At the time she also mentioned there was a credit reporting freeze. Because I received this confirmation I had used the money put aside for my mortgage to catch up on other credit card bills I was behind. Beginning of XXXX I received a letter from Freedom stating that my loan modification was denied because I had defaulted on my trial period. I called Freedom and they had said that I had missed the XXXX XXXX payment during my trial period and that was the reason for the default. I spoke with XXXX XXXX and a gentlemen named XXXX. I let them know I made the XXXX payment and they asked that I send over proof of payment to XXXXXXXXXXXX XXXX XXXX XXXX at XXXX XXXX I sent over proof of payment consisting of my bank statements. Once they reviewed that I was then told well it was n't XXXX that was missing it 's XXXX XXXX I let them know that I called on XXXX XXXX to attempt to make the payment but it was reversed on their end. That I was advised at t the time my account was no longer accepting any more payments because I was in the final stages of modification. They apologized for the miscommunication but they said the information I received was wrong and they needed a copy of the cancelled check for XXXX and XXXX I let them know I made my payment electronically so I did n't have a cancelled check I only had my statement and that I do n't have anything for XXXX because the payment never cleared my account. They said the best way at this point would to be just apply for a new modification. I also want to add that the minute I new about this I started making payments on my loan again. I mailed in checks instead of trying to process over the phone. On XXXX XXXX I sent them back a completed Loan Modification package but for whatever reason each time they reviewed they needed additional information. Finally in XXXX XXXX they had a " completed '' package. On Tuesday XXXX XXXX I received a call from XXXX stating my Loan Modification was denied because I defaulted on my previous trial payment that I was missing the XXXX payment. I let her know I sent over the confirmation for XXXX 's payment in XXXX but she did n't want to hear it. Since then I have called numerous times to get this escalated to a supervisor but you ca n't talk to a supervisor, they need to call you back. I never received any calls back.
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| 03/28/2023 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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In XXXX after attempting to make my mortgage payment, I noticed that my payment had increased by roughly XXXX. I had not received any calls from the mortgage company related to the payment shock and no physical copies of changes to my escrow, etc. After researching the customer portal on the company 's website, I realized that I had an electronic copy of an escrow statement. The escrow statement indicated that I had a shortage of {$10000.00}. I reached out to the mortgage company to discuss the changes and inquire about the change. I explained that my previous insurance company dropped my coverage forcing me to change insurance provided. The coverage ended in XXXX, although it was paid through XX/XX/2023. During the month of XXXX, I obtained new homeowner 's insurance through XXXX which the mortgage company paid for the new policy of approximately {$4300.00}. Shortly after I was able to obtain insurance through XXXX for the same amount of my prior policy. During my phone call to Freedom, I paid the {$4300.00} premium that I received back from XXXX, to help fund the shortage and requested a new escrow analysis. After the new escrow analysis and change in insurance company was updated to ensure the system would only pay out one time for the HOI, I was informed that there was still a {$6000.00}. I made several phone calls to Freedom to speak with a manager or supervisor regarding the issue and was passed around to SPOC 's and other agents who could not assist with the matter. No one was able to provide me with the exact reason the escrow was still short {$6000.00} although I paid back the exact additional payment that was paid out. Additionally, I was constantly advised that the agents could not access the newest escrow analysis in the system and that the increase in the shortage was due to my taxes increases, which the taxes only increased by a {$100.00} for the year. I tried explaining that a {$100.00} annual increase does not warrant a {$6000.00} escrow shortage. No new line items were paid out and the yearly payouts essentially remained the same on the account. I was initially confused that Freedom applied the {$4000.00} payment to the {$10000.00} escrow shortage even though that shortage was based on making two payments to the insurance company. No one has been able to assist me or correct the issue which is unacceptable. If there is truly a {$6000.00} shortage that means my escrow account was not analyzed properly the year before. Additionally, the escrow analysis statement reflects inaccurate information. The analysis statement reflects that my current payment prior to XX/XX/2023 was {$2800.00}, although my payment prior was {$2100.00}. I was advised that the statement pulls data from the prior year 's analysis which in my opinion is deceptive to the consumer. The most recent payment should be pulled from the system that reflects the customer 's current payment not a statement that was inaccurate to begin with. In addition, besides the initial representative I spoke with the customer service was horrible and the IVR does not work properly which I have advised individuals at Freedom of this issue multiple times. When a customer is attempting to reach the insurance department, the IVR automatically routes them back to the main menu. I was completely disappointed to spend 3 hours on a Monday trying to get an issue resolved that still has no resolution. At one time I was transferred to the SPOC who advised me that she was in Loss Mitigation which baffled me because the account is due for XXXX. The term Loss Mitigation is offensive to any borrower who is currently due for the current 's month payment. I need answers immediately to why the escrow is still short {$6000.00} and why the current month 's statement reflects the escrow is short {$4900.00}.
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| 12/05/2022 |
Yes |
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- Trouble during payment process
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Web |
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Loan Number : XXXX In the month of XX/XX/2022, I received a notice from freedom mortgage informing me that my mortgage payment would increase to {$1300.00}. I immediately contacted freedom mortgage to inquire about, why I was not informed about my insurance payment increase. They explained that my mortgage insurance company had raised their price. I contacted my mortgage insurance company which was Travels insurance to find out why I had not been notified regarding this increase. XXXX apologized and explained that they had sent a letter that I never received. Within 2 days I had found another mortgage insurance provider and made sure that XXXX XXXX XXXX company ( my new mortgage insurance provider ) notified Freedom Mortgage that they would be my new insurance provider. About two weeks later, I received a check from XXXX for {$940.00} and I immediately sent that check to Freedom Mortgage for a recalculation of my escrow. About two weeks had past and I had not heard from Freedom Mortgage. So, I called Freedom Mortgage, the representative stated that they had not received the check, so I called XXXX to find out if the check had been cashed. A XXXX representative explained to me that the check had been cashed on XX/XX/2022 by Freedom Mortgage. I called Freedom Mortgage back and asked to speak with a supervisor. After informing the supervisor about my previous conversation with one of her coworkers I then explained what I had found out from XXXX. The supervisor reviewed my account and found that the {$940.00} check had been received and applied to the either the interest or principle of my loan. I informed her that the check was from my old insurance company and was to be applied to my escrow account. The check was finally properly applied and the recalculation was requested to take place. I continue to pay {$1100.00} each month. In XXXX I received a notice explaining that I had missed a payment in the month of XXXX, which is not true. I have always paid each month on time except the three months forbearance that everyone involved was aware of. I called Freedom Mortgage about this notice and was told that my XXXX payment had not been applied to my loan and that a portion of that {$1100.00} had been applied to another months payment. I have spoken to at least 5 supervisors and 5 representatives at Freedom Mortgage. It was finally explained to me that the insurance issue that had been raised by Freedom Mortgage as being the problem was not the problem at all. What I found was that when Freedom Mortgage purchased my loan, they did not do their due diligence. Freedom Mortgage had never done a recalculation of my escrow, which was purchased back of XXXX of last year. Now that Freedom Mortgage has finally done what they should have done a year ago. It seems that they are placing the blame for the escrow shortage on me. I own tractor trailers ; I am paying {$3000.00} to {$3400.00} a week in fuel operating cost. I do not have any extra funds to give especially when I had nothing to do with this shortage. In the month of XXXXXXXX XXXX XXXX while speaking with another supervisor from Freedom Mortgage, I agreed to pay {$1200.00} as my new monthly mortgage payment and I did send that {$1200.00} on XX/XX/XXXX of last month. I have increased my monthly mortgage payment by {$92.00} which should demonstrate that I am attempting work with Freedom Mortgage regarding this imbalance in my escrow. In closing, my loan is for {$160000.00} why is Freedom Mortgage giving me so much trouble when so many homeowners can not afford to pay at all? This is just another example of corporate greed that has taken over our economy and this country. I just needed to bring this to your attention because the treatment I am receiving is blatantly unjustified and simply makes no sense.
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| 06/01/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Servicemember |
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I am contacting the CFPB out of desperation as it has been nearly impossible to work with Freedom Mortgage, the servicing company on my VA loan. This loan was current on payments since origination until XX/XX/XXXX when the Covid19 pandemic caused me to lose income for several months while businesses were closed. This loan was on Covid19 forbearances through XX/XX/XXXX where thereafter, I applied for loss mitigation as I was told I had to submit a complete package to be reviewed for all options. I was in review until XX/XX/XXXX when I received a VA Partial claim approval for {$69000.00} covering the past due payments. I returned the paperwork then was told by Freedom Mortgage that the offer was rescinded and no further explanation given other than I had to reapply. I went ahead and resubmitted to then get a letter dated XX/XX/XXXX stating due to an incomplete package, I was going to be reviewed for streamline options. I tried arguing stating I submitted a complete package but was told it didn't matter, I would be reviewed for all options which makes no sense. On XX/XX/XXXX, I received a new offer for a streamline Covid19 Disaster Modification which increased my monthly payment by almost {$1200.00} a month. I could not understand why I was not treated fairly with a full review. This is how Veterans are treated? I am not late on my bills, ever. If it werent for Covid-19, I would not be in this position to begin with. The representatives at Freedom scared me, advising this modification was my only option and if I didn't take it, foreclosure would proceed. I thought I had no choice so I made the three trial payments ... Freedom Mortgage did not convert to a permanent modification because they mailed the agreement out XX/XX/XXXX which I had not received until XX/XX/XXXX due back by XX/XX/XXXX. I ended up returning it XX/XX/XXXX so they denied it.
On XX/XX/XXXX, I resubmitted a complete package with my most recent pay stubs, bank statements, tax returns and required forms. Last week, I received a Covid19 Disaster Modification Approval with a trial plan - again, increasing my payment over {$1000.00} a month. Under the Covid19 Refund Modification, it states it is not eligible because borrowers income has to be added. When I questioned Freedom why my income was not entered, I was told this was a streamline program, so I explained again, I submitted all of this income. I was then told its a generic response about income and that this is my only option. No further explanation given.
I was told by my VA Loan Technician that under the COVID-19 Refund Modification, VA can purchase a Veteran 's past due payments and amounts of unpaid principal up to 30 % of what is owed. The total amount to pay off this loan through XX/XX/XXXX is XXXX so -30 % = {$300000.00} amortized over 30 years at 6.375 % = {$1800.00} + escrows $ XXXX {$2800.00}. The payment they are trying to make me accept is {$3700.00}. The VA Technician was surprised as these programs are set up to help veterans, not put them in a much worse position.
10. I want the CFPB to publish this description on consumerfinance.gov so that others can learn from my experience. ( Say NO, better chances of Freedom Mortgage helping you. When it's published, they go above and beyond to prove you wrong ) 11. What would be a fair resolution to this issue?
I just want a fair decision based on my full income hardship assistance package submitted. I was advised by my VA loan technician that this loan has never been modified or a partial claim applied, that the loan should qualify for the Covid19 Refund Modification. I am not looking for a lower payment, I would like to resume making my regular payments prior to Covid 19 without a $ XXXX monthly increase so I am not living on the edge of losing my home every month.
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| 03/15/2017 |
Yes |
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- Loan modification,collection,foreclosure
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Web |
Servicemember |
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My mortgage holder, has attempted to, and is presently trying to, fraudulently foreclose on my home, doing so for years now, using various extreme predatory lender tactics. They are Freedom Mortgage, my loan number is XXXX, their phone number is : XXXX XXXX XXXX XXXX. The property address is XXXX XXXX, XXXX XXXX XXXX, XXXX, CA XXXX.
I was referred to you by my US Congressman XXXX XXXX that sent an inquiry on my behalf to you yesterday.
Freedom Mortgage is colluding with our homeowner 's insurance provider, XXXX XXXX, to literally steal our home. This has gone on for at least two years and is out of control. A couple of months ago, our lender, and our insurer, nearly succeeded on foreclosing on our VA Home loan without us even knowing about it.
Our home has been gutted down to the bare wood underlayment subflooring with several walls, ceilings, and fixtures demolished. The home is obviously unlivable, and it is dangerously contaminated. There was a break-in while we were gone, blood and XXXX sprayed everywhere through our home, the intruder died there, the police investigated and emailed us that he had been dead there for several days.
We requested to our lender XXXX Freedom Mortgage XXXX that they allow us to not pay our mortgage till the home could be repaired or replaced. They refused to cooperate, months later they finally sent us forms so we could fill them out to stop having to make payments, we submitted them, they vaguely claimed to have lost the application and or lied and said they never received them.
The lender has several times transferred our mortgage to other entities, other companies, then gotten back to them, to cause confusion and failure of automatic payments to go through. It has been a huge battle for several years just to get them to cooperate so we can have automatic payments so we do not fail to make a payment. Because they have moved our mortgage around so much, when we make a payment, either automatically or over the phone, it does not go through. We call them and they say they received the payment, but later they claim they did not. They often charge late fees as part of this elaborate scam, that we have to fight them about too. They are always hostile and provoking on the phone.
Just like our lender, our insurer cancelled our policy in secret a few months ago, did bizarre things in conjunction with our lender to block our payments, instead of the lender working properly to make sure we had insurance. They both create paper trails that make it look like they are cooperating but they are not. Our insurer sent a Claims Adjuster to our home that we met there for his inspection. He had 4 other people with him, from a crime scene clean up company XXXX called XXXX XXXX as there was a police report on file of XXXX XXXX XXXX XXXX, XXXX.
Our home can not be remediated of XXXX XXXX.
The Adjuster was hostile and dangerous acting and would not leave and let us lock up the property. We had to call 911, two sheriff 's cruisers arrived almost immediately, they all tried to con the cops into arresting me but one of the cops that knew me saw through his plan. He had already lied on the 911 tape to dispatch over my cellular speaker phone about his description and color of his car. He had a XXXX but kept it in his waste band under his shirt most of the time. Our home was taken over by force like that because our insurer, in cahoots with our lender, do anything and everything to criminally take our home from us. We have a low fixed interest rate, about {$70000.00} equity in our home. The lender has tried to get me arrested, conspiring to wrongfully take our home, knowingly exploiting my extreme 100 % service-connected XXXX from honorable war service in the XXXX XXXX XXXX. Freedom Mortgage is vicious, sneaky and predatory.
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| 11/16/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I applied for Loss Mitigation in XX/XX/2020. My Loss Mitigation was approved and I was scheduled to pay my three trial payments in XX/XX/2020 - {$3600.00}, XX/XX/2020 - {$3600.00}, and XXXX XXXX {$3600.00}. After making all three payments, I was told my Loan Modification was approved. This is after calling the company on multiple occasions, and being told that the final paperwork would be mailed to me. I received the final Loan Modification documents on XX/XX/2020, with a payment request date of XX/XX/2020. According to the documentation, the payment was set to be due two weeks before I even received the final paperwork. After calling the company again on several occasions, I was told that the documents would be corrected I spoke to a manager by the name of XXXX Teller ID XXXX, and XXXX assured me that the paperwork would be updated with a new due date of XX/XX/2020, and sent back to me. I spoke to a manager named XXXX Teller ID XXXX on XX/XX/XXXX, and received the exact same message, the final paperwork with the corrected data would be mailed out to me with a corrected date of XX/XX/2020. At this point, the payment is coming due again on XX/XX/XXXX, I make the payment as requested in the Freedom online payment system, and continue to wait on the final documents. XX/XX/XXXX comes around, I make the requested payment in the Freedom online payment system and continue to wait on the final documents. It is now, XX/XX/XXXX and I have not received the final documents. I have called several times, spoken to several people and this seems to be getting nowhere. I also received a letter stating that my loan is being transferred on XX/XX/2020. This has been going on for SIX MONTHS, and I have yet to receive the final paperwork.
This is absolutely insane and unheard of, there is no reason that this should be going on for SIX MONTHS. I continue to be transferred to the same people who are not taking the initiative to anything outside of reading the notes that are in the system. I was told that XXXX Teller ID XXXX, was working on the documents and they would be sent out to me in the next 4-5 business days, that was on Wednesday, XX/XX/XXXX, the person who told me that was a manager by the name of XXXX Teller ID XXXX. I have several people who were supposed to call me back and NEVER did : XXXX Teller ID XXXX, XXXX Teller ID XXXX, XXXX Teller ID XXXX, and XXXX Teller ID XXXX. Neither one of those individuals called me back, so I have had to call back into Freedom to obtain information. XXXX Teller ID XXXX was obnoxious and rude and incompetent, and she yelled at me, which is beyond unacceptable. On Thursday, XX/XX/XXXX, according to XXXX Teller ID XXXX, she reached out to her resources as she could not provide me with a name yet provided me with a Teller ID of XXXX, and he was rushing the receipt of the documentation. On my very last phone call to Freedom on Friday, XX/XX/XXXX, I spoke with XXXX Teller ID XXXX and he said that XXXX Teller ID XXXX was the person who was spearheading the completion of the documentation and that a rush was placed out with the vendor. Your company has literally trained your employees to read the notes and that is it. Tell the customers what is in the notes, and do not try to assist beyond that. I am beyond frustrated with Freedom Mortgage and the way this process has transpired. No one should have to experience such dismissiveness, unconcern, and incompetence. I am beyond floored with the realm of unprofessionalism and lack of initiative that I have experienced. Your company offered a service to assist with these trying and very hard financial times, yet you caused me so much more mental anguish, stress, and agony than I had before I applied for the loan modification. This has to be corrected, as soon as possible.
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| 04/06/2018 |
Yes |
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- Struggling to pay mortgage
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Web |
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I am contacting your organization to file a formal complaint against Freedom Mortgage. I bought my home with an FHA loan that is now held by Freedom Mortgage. After a bad injury on the job I went through some hard times and missed some payments. My hardship is over and I am trying to work things out with Freedom Mortgage. At first they were very helpful and told me that I would qualify for an assistance program. Several months later I am still waiting as they continue to misplace my documents, tell me they have not received paperwork that I send to them via certified mail ( so I know they have received it ) and tell me that I have no options. When I offered to make a large lump sum payment in order to fix this problem they tell me that the amount I owe has increased several thousand dollars due to late fees, Attorney fees, inspection fees and junk fees and that I can only pay the full amount. they have now set a foreclosure sale date for XX/XX/XXXX. I make a good living and have the means to pay my mortgage -- I am certain that I would qualify for one of the government programs such as modification, repayment plan, partial claim or special forbearance but Freedom won't even give me a chance.
I bought my house almost one year ago. I have a large family ( wife and XXXX kids between the ages of XXXX and XXXX months ) and we were excited to have our own place. I had a good paying job working with the state of Idaho for the last 20 years and there was no reason to think that there would be any problems with making the monthly payment. About 4 months later I was injured on the job -- I XXXX XXXX XXXX XXXX and all of my XXXX and was in extreme pain. Due to doctor visits and the pain my working hours were limited. I had to go from doctor to doctor to figure out exactly what the problem was ( my XXXX had been XXXX XXXX XXXX XXXX ) and how to fix it and finally an XXXX was done and I went in for XXXX. I missed a few weeks of work after the XXXX and they put me on some heavy pain medication. This led to additional problems and XXXX which also cut into my ability to work.
I contacted Freedom Mortgage shortly after I defaulted and explained my situation and was assured that there were programs available and that I qualified. I then began the process of sending in the application documents and began a vicious cycle because Freedom continually lost the documents. I got sick of faxing and began sending the documents through the USPS with tracking numbers in order to ensure that Freedom received the documents. I would get the receipt showing it was received, and then when I would follow up their loss mitigation department would say that they never received the documents. I was eventually told that I did not qualify for any programs, although no specific details were given relating to what programs I was reviewed for, what income was used in the calculation etc. or if a full review was even conducted.
I then discussed a large lump sum payment of {$6000.00} in order to get me back into good standing. Their agents told me that this was not good enough, because when they added in the late fees and Attorney fees and the junk fees the total amount owed was closer to {$10000.00}. I am contacted often by their agents now, but it is not to offer help or to conduct a review of my current and correct financial circumstances. It is to harass me and to tell me that if I don't make a lump sum payment of {$10000.00} that they are going to take my home away from me. A sale date has been scheduled for XX/XX/XXXX.
My hardship is over, and I make more than enough income to qualify for these homeowner assistance programs. The issue is that Freedom won't give me a seat at the table. This is wrong, and I believe they are violating FHA and HUD guidelines.
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| 10/17/2022 |
Yes |
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Web |
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We closed on a property XX/XX/XXXX, we sold our home. Before closing we were having trouble getting accurate payoff amounts from Freedom Mortgage company. We previously had a HUD lien on the property for {$66000.00}, and one for {$180.00}. XXXX told us that when we pay them {$210000.00}, we had to pay HUD ourselves an additional {$66000.00}. We went back and forth with them because we thought they had to pay HUD what we owe from the mortgage payoff of {$210000.00}. We called them all day trying to get clarity all the way until the day of closing. A rep name XXXX in loss mitigation told us we were correct. They would pay HUD from the {$210000.00}.
Our closing XXXX XXXX has held {$120000.00} in escrow because of lien. They told us we would receive our money the following week. 3 weeks later XXXX has not paid HUD the {$66000.00}. They sent us a check for {$180.00} to cover 1 HUD lien.
As a result, we had to move into a rental, we couldnt close on the new home because we didnt have these funds.
Freedom mortgage has been given us the run around. We called them a week ago and explained to them what their representative XXXX said. They had to investigate and listen to the tape. They did hear her explain this to us and said hey you were right we heard the tape. But they are saying she misinformed us.
We contacted HUD again today and they informed us the process of this transaction. They explained that our mortgage company ( Freedom Mortgage ) reached out to them on our behalf and completed a partial claim for a loan modification on our property in XXXX. HUD said they sent Freedom Mortgage {$66000.00}. XXXX said they did not receive money from HUD. If so, how were we able to remain in our property and why wasnt this payment applied to my payment history?
I contacted Freedom after my call with HUD and explained all of my conversation that occurred with HUD. They said a supervisor would have to help me and that would take another 24-48 hours. We have requested a complete payment history on our account numerous times, even a week before closing, and they tell us it will take 24-48 hours to receive via email. We have never received it.
XXXX in customer relations calls us today ( XX/XX/XXXX ) to get more information as he will investigate but he even said if XXXX did not receive the money he didnt know how we wouldve remained in the property. But he would send us the complete payment history, and look into this further, along with audio recordings and get back with us in a week?
Now, we dont have access to our money from XXXX. Its a constant runaround, an average 90 min calls and they havent paid HUD. They took the entire principal amount, gave us a refund for one HUD lien and claimed it was for over payment. Is what the description stated, but not for the first HUD lien of {$66000.00} as they state they never received any money.
HUD said they are investigating this as well and will contact me.
XX/XX/XXXX, we contacted HUD and verified the partial was sent to Freedom Mortgage. We called Freedom mortgage back to follow up with XXXX, he has not returned our call, reps are reading notes, not explaining to us why freedom send money back to us for one HUD lien for ( {$180.00} ) but not the refund for {$66000.00}. They insisted they would not be sending us {$66000.00}.
The rep even stated the whole transaction was weird or didnt make sense. Freedom mortgage failed to give correct payoff amount during the closing.
They failed to submit to us a complete payment or transaction history as requested four times.
The closing was very confusing, misinformation was given, our money was held in escrow for weeks.
We have not been given support nor answers to how the money from HUD was applied to our loan.
We need answers.
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| 04/10/2018 |
Yes |
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- Struggling to pay mortgage
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Web |
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I started this process back in XX/XX/2017 when I applied for a short sale, and we still havent come to a resolution. This delay has caused longer delinquency.
The FHA value ( loss mitigation appraisal ) was obtained in XX/XX/XXXX but then they took over a month to send us copies of the appraisal report. When they sent us the appraisal that was 2 years old, from my purchase. We responded promptly telling them this was a two year old appraisal, while they were using it to display current market value. This caused us delays on responding to the counter offer and the lender closed the file out not allowing us ample and reasonable opportunity to respond.
When we did finally get the correct report we decided to file an appraisal rebuttal because the appraiser was extremely inaccurate and placed a very high, turn key value on the property. He used comparables that were in immaculate condition to reach his false value. Both the buyer and sellers agent ( my agent ) worked very hard on this. The appraiser failed to note or photograph any of the damage from Hurricanes Irma and Matthew which caused much damage to the interior, as well as water intrusion that had resulted in widespread mold growth, which was visible. We responded with the value dispute docs immediately ( supported by photos, licensed home inspection reports, & several contractor estimates ) but the lender let those docs sit without being reviewed by anyone for over a month ; contrary to the initial disclosures we received to the contrary assuring us the value dispute was in review.
Their next excuse for not deciding on our value dispute was that they needed the short sale to be resubmitted with updated docs ; even though the lender closed the short sale in error originally.
Most recently we have been working with a supervisor for over a month who has been trying to get the VP to respond on ordering a new valuation ( appraisal ) since theirs is over 6 mths old, and inaccurate / incomplete ; not to mention the damage to the property that occurred after their appraisal. The VP never responded and we ended up having to go over his head to try to get a response.
Lastly, and most recently, there are notes on the file claiming they couldnt decision the new appraisal order because they needed the short sale package to be resubmitted ( again ) because I called in asking about foreclosure and options for a potential loan mod in case the short sale did not go through. I signed a statement saying that I wished to proceed with the short sale despite asking about alternative options and we were assured back then the file was opened back up in active short sale. This was several months ago and we are not getting any responses or communication from Freedom Mortgage.
I am now sitting wondering if foreclosure is eminent, however my Realtor is checking with the county master in equity courts regularly to check on this for me. The whole reason I applied for this short sale was because I suffered a hardship and accrued an overwhelming amount of medical bills, thus causing my delinquency. While I was getting treated, my house was damaged by two hurricanes and it has continued to decay as the days pass, mostly due to moisture damage and mold growth. I am concerned now that the lender is ignoring our requests for a short sale, and ignoring our petition to order a new appraisal because the old appraisal was very inaccurate and expired. This is why I am filing a complaint against Freedom Mortgage to help with my short sale process.
Side Note : This is now our third offer / buyer. They want to buy the property and this delay is also unfair to them. The previous buyer ended up backing out due to lack of progress with the short sale.
Thank you in advance for any help you can provide.
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| 04/11/2019 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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* XX/XX/XXXX Freedom Mortgage was notified in writing that out home was 100 % tax exempted and we asked the tax in escrow to stop being held. By Illinois state law from XX/XX/XXXX ( S.B 1427 ). Freedom Mortgage did not comply with this law until XX/XX/XXXX.
* XX/XX/XXXX. We asked that the loan no longer be in escrow since we were still being charged the tax amount in violation of of S.B 1427. In the state of Illinois under act 765 ILCS 910/ Mortgage Escrow Account Act we have the right to cancel at anytime. Freedom Mortgage on XX/XX/XXXX denied that request, again unlawfully and not in compliance with state law and mandate.
*We continued to pay through XX/XX/XXXX and which point the demand to forward all funds collected for the tax be applied toward any future payments, sent in writing. No response was given and than denied in XX/XX/XXXX. We filed a Federal complaint for abusive and predatory banking practices.
* XX/XX/XXXX In speaking with Freedom Mortgage I was made aware of a unknown to the homeowners a Insurance policy from XXXX XXXX.
*XX/XX/XXXX I called XXXX XXXX to find out about this additional above and beyond the insurance I already had. I was told by XXXX XXXX on XX/XX/XXXX that no such policy exists and has not existed.
*XX/XX/XXXX I called back Freedom Mortgage and spoke to XXXX in the Insurance department where on their own recorded call. Confirmed that they had been collecting on this fraudulent policy, that they had in house paperwork showing that this policy had been cancelled from XX/XX/XXXX on a document she ( XXXX ) had received in XX/XX/XXXX. XXXX also went on to verbally confirm the company knowingly continued to take demand the monies to go into escrow for a non existing policy. XXXX also stated very clearly that they would continue to demand the funds irregardless of insurance policy or not.
*XX/XX/XXXX I spoke to the mortgage division of Freedom Mortgage demanded escrow be closed and all funds be applied toward any and all outstanding payment. That they had been collecting these monies in a abusive and predatory manner and had committed insurance fraud. I was told that the company would not stop this practice but open a ticket. I additional provided all current Insurance information and proof of policy that had already been purchased and was not part of this abusive " escrow '' they had put on our account.
XX/XX/XXXX I spoke with the DC Division of DISB- Division Of Insurance, Securities and Banking. I was at the time also directed by my investigator to file with Illinois State Attorney, the Illinois Division Of Insurance , Securities and Banking and The Illinois Department of Regulations which I did. The are investigating and have accepted my complaint based on per their conversation " Freedom Mortgage is clearly being abusive and predatory. Clearly in need of investigation and review of their license to do business in the state. " XX/XX/XXXX I spoke with XXXX from Freedom mortgage made sure to go over all my request based on state and federal law. I clearly on their own recorded call stated exactly what was desired by myself and XXXX XXXX XXXX that all extra fund be applied to any and all outstanding payments versus holding funds in a escrow that should not exist for no purpose but to be abusive based on their internal procedures and not the law. I was told they would open a ticket. I also asked that any and all comments and reporting on XXXX XXXX XXXX 's credit report be removed since they are demanding payment they already have along demanding payment that is incorrect and invalid since it included a non existent tax and fraudulent insurance.
* The week of XX/XX/XXXX or XXXX we are tentatively set to speak with the investigative reporter from local news channel and the XXXX XXXX.
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| 04/09/2021 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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Re : Complaint against Freedom Mortgage. Mortgagee : XXXX XXXX XXXX Loan Number XXXX ( VA Loan XXXX My monthly mortgage payment is XXXX and I have a scheduled additional interest payment of {$5000.00} per month, paid as a single {$7400.00} bill by Auto Pay on the first of each month.
On XX/XX/2021, I reduced my additional principal payment via the Freedom Mortgage website. This was in anticipation of some upcoming expenses which would cause the Auto Payment to trigger a bank overdraft. Nevertheless my bank, XXXX, did in fact trigger an overdraft charge of {$29.00}. On XX/XX/XXXX, I called Freedom Mortgage just before my workday and waited 10+ minutes ; no one picked up. I called XXXX and asked them to put a Stop Order on the Freedom Mortgage payment. They placed the Stop Order and stated that if Freedom Mortgage attempted once again to withdraw the funds that I would see an additional {$20.00} charge to my account.
On Monday another additional {$20.00} charge was registered on the XXXX website. At this time and throughout this time Freedom Mortgage 's website has continued to say that I had made my XXXX payment and that my next schedule payment was XX/XX/XXXX, offering to let me " Pay Now '' by a speed button they had placed on the first page of the website. When I opened deeper into the account it showed that my XX/XX/XXXX payment had gone through but I knew from my bank that this was not true. I called Freedom Mortgage 's customer service phone number, XXXX XXXX XXXX XXXX XXXX on Tuesday, XX/XX/XXXX at XXXX XXXX and was automatically transferred to the customer wait line. At XXXX XXXX the line disconnected. I called again at XXXX AM and again was automatically transferred to the customer wait line which disconnected at XXXX AM. In the evening after work I called 3 times. Each time instead of even getting placed into the Customer wait line the number immediately went to a busy signal. At that time I posted a principal only payment of {$3000.00} while waiting for their website to update and acknowledge that there was a problem with the XXXX payment or wait for their customer service representative to call.
Over the next 2 days I called another three times and each time there was simply a busy signal. During this time I also repeatedly checked to see if there customer care number had changed but it had not. On XX/XX/XXXX, the Freedom Mortgage website updated stating some funds were " Posted to Suspense. '' My internet research informs me that " suspense '' means they have noted a problem with the XX/XX/XXXX payment.
My complaints are as follows : First of all there has been no one to man their phones to help me rectify this problem before I was penalized. Secondly, their website failed to update to show me that they understood there was a problem with the XXXX payment. Third, their website did not allow me any ability to make the XXXX payment as it insisted that the next payment due was XX/XX/XXXX. Fourth, their website failed to take my modification of payment even though it appeared to go through on XX/XX/XXXX. Fifth their website is designed deceptively to their advantage. There is a " Pay Now '' button that allows one to make an advance payment on their mortgage rather than a principal only payment which takes several more steps and some understanding of how to navigate their website. Clearly this " speed button '' aids Freedom Mortgage by giving them interest early without actually reducing the total amount of interest that the mortgagee will ultimately pay which can only be done by making a Principal Only payment. Most importantly, their poor service has already cost me {$49.00} in bank charges and I am concerned Freedom Mortgage will also penalize me or take actions which will damage my Credit Rating.
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| 08/27/2020 |
Yes |
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Web |
Servicemember |
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On XX/XX/XXXX we received notification via email that our home is South Dakota was going to closing on XX/XX/XXXX. Title company told us that they have been attempting to reach out to Freedom mortgage and have yet to receive anything back from them regarding the payoff information. Around XXXX my husband contacted them and they said to request online, but it had to be the title company as we came to find out.
On XX/XX/XXXX - We did not call this date as we were informed the documents should be received.
XX/XX/XXXX : received email from closing company that the documents were not received.We called multitple times and my husband had to give permission to speak on behalf of the account. We explained we were selling the house, and then they kept asking about refinancing. Seriously?? The Customer Service Representative said the expedited request was sent off and it will be sent to the title company when done. I hung up on the phone, but something sounded off about this.
I called back and had my husband call in to give me permission and was sent to department to department to department. Finally a gentleman did assist and explained they received the request on XX/XX/XXXX. and it takes 72 hours. Our title company stated it was sent in before that date, so lets say XXXX.He submits another request to expedite, and said we should be good to go. We should see something late today early tomorrow.
XX/XX/XXXX : Did not see a document - We called again today ( XXXX ) and he was transferred all the way around, hung up on twice, and received a robo voicemail machine. That's awesome! Finally gets someone and they said do it online and at this point, okay we have to go to closing. Website says it takes 30 min to 1 hr to process and will be available. It turns out our expedited requests were denied both times. They were not even going to tell us! Okay fine we will do the request online.
One hour later we check and Guess what? Not available! 3 hours later we were told well I can see it so its there, but we can not see the document on our account side. He said wait until XXXX and if its not there, call back. Prior to the payoff request he said " we have not received your third party request. '' At this point I am upset and frustrated, so is my husband. I said " well considering the CSR yesterday said it was there, so how about you tell me where its at. I'm sorry that is unacceptable. We Call back again and finally a CSR states that I can see it, but it has to be requested to send to the email account on file. Time is ticking : Needless to say we received the document, but IT WAS THE ONE WE REQUESTED - NOT THE TITLE COMPANY 's request.
Selling a home should not be this difficult!
The true reason why they did not want to cooperate is XXXX XXXX sold Freedom Mortgage the loan. We informed Freedom were were selling the home. They kept calling about refinancing our home- reminded we are selling the home. We have never dealt with a company like this in our life! My wife did get upset because she was told a different thing every time and she was short, but one must understand that she is XXXX and knowing the information is very important. IF someone can not relay the information-they should not work there. Secondly, there was a risk our house would not close on time and the lack of understanding from this company is garbage. At Least XXXX XXXX can get you answers! Had my wife not told them we were filing a complaint with the CFPB, this would had dragged on longer! They did not make any money on our loan and were not inclined to treat us their customer with the satisfaction that one would expect from a loan company. I guarantee there are more individuals that are nightmare with this company and their practices are not appropriate.
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| 04/20/2018 |
Yes |
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- Trouble during payment process
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Web |
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Prior to XX/XX/XXXX, I carefully examined my closing documents regarding PMI and how this can be removed. The documents stated that it could be removed once the loan balance was below 80 % of the original sales price ( defined by the lesser of the original sales price or, the appraised value of the home as the time it was purchased ). It should be noted that the original sales price was {$88000.00} in XX/XX/XXXX. The appraisal at the time of purchase was approximately {$100000.00}. Once I reviewed the closing documents I determined that the request to remove needed to be made in writing, I must have the loan in good standing with no late payments, the loan is currently in good standing and that the mortgage company " may '' at my expense require evidence that the property value has not declined below the original sales price of the property. I contacted Freedom Mortgage on XX/XX/XXXX to confirm the steps I needed to take above and was told that was correct. I then made my XX/XX/XXXX mortgage payment and included substantial extra money towards the principle to bring the outstanding loan principle balance below 80 %. Additionally, I subsequently submitted the written request as outlined on XX/XX/XXXX. I contacted Freedom Mortgage on XX/XX/XXXX and spoke with XXXX who advised me that an appraisal was required and that a letter would be forthcoming. I asked why would an appraisal be needed when the appraisal from just over two years ago showed the value north of 21 % of the original sales price at that same time along with the fact that I can provide proof that I have made various enhancements ( new roof, new HVAC, new carpet, siding repairs etc ... ) and that the sales prices for all homes in the subdivision now exceed {$150000.00}. He stated for me to email an appeal stating these facts. On XX/XX/XXXX, I received the letter dated XX/XX/XXXX that XXXX had referenced. It stated that I needed to contact a specific vendor " XXXX '' to have the appraisal done. I contacted them and learned that their fee for the appraisal is {$470.00}. That is roughly 58 % higher than the average of {$300.00} that I found for a single family home appraisal in my area. Additionally, it is {$75.00} more than I would be saving with the early elimination of PMI as it is already slated to end XX/XX/XXXX according to the loan closing documents ( provided there are no more Freedom Mortgage " gotchas ''. The PMI is roughly $ 50 monthly and this would be over 8 additional months ( XX/XX/XXXX through XX/XX/XXXX payments = 8 months ) or, {$400.00} total in potential PMI savings. So, again I pay {$470.00} to save {$400.00}. Here are my fundamental issues that Freedom Mortgage could not answer and that I feel are highly unfair and unethical mortgage practices as it relates to PMI. 1 ) Freedom Mortgage states I " must '' submit an appraisal. My documents do not say this and only say that I " may '' be required to submit proof that the home value has not fallen below the original sales price ( I can easily do this as mentioned above ). How can they require this appraisal when the loan documents do not implicitly state this? 2 ) If proof " may '' be required, when is it NOT required. You would think that if it IS required, it would state that as opposed to it " may '' be requested. 3 ) They state I must use their one specific vendor for the appraisal. No where do my loan documents state this. How is this legal/enforceable? 4 ) The fee " their '' vendor is extraordinarily high and far exceeds fair market value of appraisals in my area of {$300.00}. What recourse do I have with this excessive fee. This entire situation wreaks of unethical, unfair and unscrupulous behavior by Freedom Mortgage here. The contract I signed and common sense must prevail here.
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| 04/28/2023 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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Unfair, deceptive, or abusive business practices of Freedom Mortgage Company.
We had water leak in our kitchen back in XX/XX/XXXX. After debating with our homeowners insurance company, XXXX, for payment for over a year, a check was finally released in XX/XX/XXXX to both myself and husband and our mortgage company - Freedom Mortgage. Freedom Mortgage is not releasing the funds in a timely manner to allow us to pay for materials or labor costs to our contractor. Every time we call and speak to the Loss Department... we are told something different as to what is needed for the funds to be released. Their website nor the packet they provided to us provides clear guidance/steps as to how the loss process will work or provides any information as to when or what determines the amount ( % ) of funds which will be released. The process should be clear, standard so their customers can properly plan for their repairs.
_____________________________________________________________________ According to the Freedom Mortgage 's website : XXXX XXXX XXXX
" For losses of more than {$40000.00}, you will need to send us the claim check, which we will deposit in a restricted escrow while we monitor the progress of your home repairs. Please be sure to endorse the check before you send it to us.
Well also ask for the adjusters report, signed and accepted proposals from your contractors, and other documents.
Once we have all these documents, well explain to you how the funds in your escrow fund will be paid out and how we will monitor the progress of repairs and confirm they are complete.
Funds from your escrow account are typically paid in stages, beginning with an initial payment followed by additional payments. If there are funds left in the escrow account after the cost of all the repairs have been paid, these funds will be sent to you.
_____________________________________________________________________ All the required paperwork as instructed was provided plus estimates, contracts, photos, and receipts demonstrating status and why more funds are needed. The adjuster 's worksheet states scope of work is for dwelling - kitchen includes drywall, painting, replacement of baseboards, cabinets, backsplash, and countertops.
We are requesting the repair funds to pay for only kitchen repairs material and labor costs. The check from XXXX XXXX XXXX sent was for {$79000.00} for Kitchen Repairs Material Cost of cabinets : {$59000.00} + XXXX ( Shipping ) = {$60000.00} - Invoice # XXXX was provided Cabinet hardware : {$650.00} - Invoice # XXXX was provided.
Countertops/backsplash : {$15000.00} - Invoice # XXXX was provided.
Total : Before labor cost {$76000.00} ( leaves a remaining balance of {$3500.00} the funds ) Kitchen Labor Costs : Painting, cabinets installed, and drywall repair costs are well over the remaining {$3500.00} Initial draw received from Freedom Mortgage : {$40000.00} We paid {$30000.00} initial deposit on cabinets to order ( Shown on invoice # XXXX ) We paid {$10000.00} initial deposit so contractor starts work ( Shown on invoice XXXX ) ( we paid {$330.00} own money ) Balance : ( - {$330.00} ) *The amount provided didn't even cover anything on Invoice # XXXX balance {$15000.00} ( we paid {$12000.00} own money ) Kitchen tasks completed : 1. Drywall repair/painting/electrical/plumbing is complete 2. Cabinets and hardware delivered, installed, and complete 3. New appliances have been delivered 4. Countertops and backsplash have been ordered Kitchen tasks still pending : 1. Countertop and backsplash installed 2. New appliances installed We have the money to cover costs out of pocket but what about consumers who don't. In addition, what would happen to these small businesses if they are not paid in a timely manner?
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| 11/09/2015 |
Yes |
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- Loan modification,collection,foreclosure
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Web |
Servicemember |
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My late husband owned our home prior to our marriage and since his death XXXX/XXXX/XXXX, I have been attempting to deal with his mortgage company via their servicer, XXXX. My name was never on this mortgage or deed. Following his death I applied and was granted by bonding legal right to handle any affairs related to my husband. There are many issues I have encountered for three and one half years. The mortgage involved is # XXXX, the XXXX ID in the name of my late husband, XXXX XXXX XXXX ( SS # XXXX ) XXXX has had me apply for loan modification XXXX times to only be denied and notified me by the reply, " our investor has decided to decline to offer loan modification at this time '' with no further explanation. This mortgage has been involved in a " class action suit '', XXXX vs XXXX. This settled in XXXX XXXX. Since that time I have received over XXXX documented telephone calls from XXXX. Upon answering the calls I explained to the XXXX representative this is a difficult legal matter and I would not divulge information over the telephone that any requests for information or action need to be in written form to ensure adequate documentation. XXXX refused to put anything in writing until XXXX XXXX which were merely routine statement ( XXXX ) and notice of default ( not reg/cert ). They continue to call me each day without honoring the need for documentation. Total harassment. I never received restitution from the lawsuit, I was always sent an outdated check which was replaced XXXX times with more outdated checks. Until I spoke with the Veterans Administration on XXXX/XXXX/XXXX, I was not aware there is literally nothing I can do to resolve this. XXXX is unaware that I have this knowledge. They have drawn out this process XXXX XXXX yrs accruing huge substantial fees and penalties for the entire period. The mortgage has now been forwarded to XXXX of their legal firms, XXXX XXXX and XXXX, XXXX for foreclosure, the home is scheduled to be sold XXXX/XXXX/XXXX, and to this day I have received no notification that this has occurred. I was made aware of this by the Vet Admin representative. This was the only way I discovered this action was in the near future. Still today XXXX will not permit me to speak with the " Relationship Manager '' assigned to this mortgage. They insist I complete yet another request for loan modification package, another stalling, and return to them. Then and only then will they schedule an appointment for me to speak with the relationship manager. They send mail to my late husbands first/deceased previous wife ( XXXX XXXX XXXX ) although they were provided with a certified death certificate. I furnished certification of my court appointed bonding to handle XXXX XXXX issues following his death and receive nothing addressed to me. Documents are only addressed to deceased individuals. Fees and penalties have accumulated to such an extent there is no possibility I could ever afford them. To make matters worse when XXXX XXXX refinanced his mortgage in XXXX, he was charged more than {$10000.00} in fees when his intent was to access {$10000.00} of equity in his home. I did not think these significant fees were applied for VA guaranteed loans. Also of significant notice was the fact that XXXX XXXX underwent XXXX XXXX removal in XXXX, was totally unable to XXXX without assistance, suffered significant XXXX, and of significant importance, he suffered XXXX, he could not XXXX to read, even following 1 1/2 yrs of XXXX therapy at XXXX XXXX XXXX , XXXX No way could he read or understand what he was signing. Also an issue of noted mortgage insurance premiums on the XXXX form provided, however when I asked about this was told it was an error and would not honor request to apply for these. Such a mess I need help
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| 01/06/2017 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
Older American |
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FREEDOM MORTGAGE AND XXXX HAVE BEEN TWO OF THE MOST DISHONEST COMPANIES I HAVE EVER DEALT WITH. ATTACHED IS NEW EVIDENCE TO CONVICT THESE XXXX WITH.
HERE IS A BRIEF SUMMARY. FREEDOM MORTGAGE REQUIRES WIND INSURANCE ON THEIR LOANS IN FLORIDA AND IT IS ALSO THE SINGLE MOST EXPENSIVE ITME IN THE ANNUAL TAX/INSURANCE ESCROW. THESE PREDATORS CAME INTO OUR HOME, AND MISLED XXXX YEAR OLD VICTIMS.
THEY TOLD US OUR PAYMENT WENT DOWN ... THIS WAS A LIE. THEY ADDED YEARS TO THE LOAN AND THOUSANDS AND THOUSANDS OF DOLLARS IN ADDITIONAL PAYMENTS BUT HID THESE FACTS USING FRAUD DURING THE DISCLOSURE PROCESS. THESE CRIMINALS WANT US TO BELIEVE THAT THIS INCREDIBLY WELL CALCULATED AND WELL PLANNED THEFT WAS ALL INADVERTANT AND JUST A SIMPLE ERROR. THIS CLAIM IS LAUGHABLE. XXXX SHOULD BE FINED AND PUT IN PRISON FOR INTENTIONALLY DEFRAUDING THE US FEDERAL GOVERNMENT AND CONSUMERS.
THE LOAN ORIGINATION FRAUD WORKED WELL. THEY SLIPPED IT PAST THE TRUSTING XXXX VICTIMS. IN YEAR 2 HOWEVER, THE MONTHLY PAYMENT ALMOST DOUBLED ... BUDGET BREAKER FOR XXXX ON FIXED INCOME ... AND THESE CRIMINAL XXXX KNEW THIS.
WE SAVED OUR HOME AND MADE EVERY PAYMENT BUT WE ALWAYS HAD AN ESCROW SHORTAGE. THEN, MY HUSBAND DIES SUDDENLY. IMMEDIATELY UPON RECEIVING A DEATH NOTICE ON ONE OF THE SPOUSES, THEY COMMIT EMBEZZLEMENT AND STEAL ALMOST {$1500.00} FROM MY ESCROW ACCOUNT. I AM NOT NOTIFIED WHEN THIS MONEY LEFT NOR AM I NOTIFIED WHEN IT WAS RETURNED. I HAD TO SPEND HOURS AND HOURS WITH THE PUBLIC RECORDS PEOPLE AT THE COUNTY AND I FOUND THE ANSWERS, XXXX ( A FREEDOM MORTGAGE FRONT COMPANY DISGUISED AS A 3RD PARTY ) AND FREEDOM MROTGAGE NEVER PROVIDED THE HELP OR ANSWERS ... BUT THEY DID TRY AND FORECLOSE EVEN THOUGH WE MADE EVERY SINGLE MONTHLY PAYMENT.
WHEN WE DISCOVERED THE ESCROW EMBEZZLEMENT, THEY SAID THEY WERE GOIUNG TO PUT THE MONEY BACK BUT NEVER TOLD US WHEN OR THE AMOUNT. WHEN THE ILLEGAL FOREC, OSURE WAS AVERTED AGAIN THROUGH PAYMENT AND ACCOUNT RECONCILIATION, FREEDOM MORTGAGE TRANSFERRED THE ILLEGAL, FRAUDULENT LOAN, TO THE ONLY XXXX I KNOW MORE CORRUPT THAN FREEDOM MORTGAGE, XXXX MORTGAGE.
WHEN NOTIFIED OF THE FRAUD XXXX BEGAN AN INVESTIGATION BUT THE CRIMINAL RACKETEERING SCAM IS NOT SET UP TO HELP, IT IS SET UP TO STEAL. EVERY MONTHLY PAYMENT WAS MADE YET XXXX PICKED UP AN ACCOUNT OVER A YEAR BEHIND IN ESCROW PAYMENTS, SO THE PAYMENT DOUBLES AGAIN.
THE COUNTLESS ACTS OF FRAUD ARE GUT WRENCHING. THESE XXXX WORK TOGETHER TO STEAL. WHEN PROBLEMS ARISE THEY DO A PORTFOLIO TRANSFER AND HIDE THE CRIME. FREEDOM MORTGAGE DID IT. XXXX DID IT. AND I DOCUMENTED XXXX IN XXXX FLORIDA SEIZED AND RESOLD BY XXXX EVEN THOUGH WE HAD, IN WRITING, XXXX ADMITTING THEY NEVER LEGALLY FORECLOSED.
THESE ARE NOT ACCIDENTS FROM HONEST COMPANIES. THE LACK OF CORRECTION IS THE BIG CLUE. EVERY SINGLE MISTAKE HURTS THE CONSUMER. EVERY ILLEGAL ACT DESTROYS THE CONSUMER. CUSTOMER SERVICE IS A FRAUD. EXECUTIVE XXXX CRIMINALS LIKE XXXX AT XXXX, XXXX AT XXXX, AND XXXX AT XXXX MORTGAGE ... CAN ALL LOOK A VICTIM IN THE FACE ABND SAY " YES, WE COMMITTED LOAN FRAUD, ESCROW FRAUD, EMBEZZLED FUNDS, COLLECTED PRINICIPAL WITHOUT CREDIT AND ADDED RANDOM ILLEGAL FEES TO FUEL THE COROPORATEJETS WE USED ... SORRY YOU LOST YOUR HOME BUT YOU XXXX, YOU SHOULD HAVE PAID YOUR BILLS AND IT 'S ALL YOUR FAULT FOR GETTING A LOAN '' WORDS CAN NOT DESCRIBE HOW DESPICABLE THESE PEOPLE ARE. THEY STOLE MONEY FROM A GRIEVING WIDOW WITHIN DAYS OF HER CREMATING HER HUSBAND WITH NO GUILT OF ANY KIND.
ATTACHED~ NOTICE THE FORECLOSURE ATTEMPT IN XXXX AND THE ILLEGAL LOAN TRANSFER IN XXXX AFTER WE SAVED THE HOME FROM YET ANOTHER INTENTIONAL CRIMINAL ACT.
I CAN NOT STEAL CARS AND SELL THEM. FREEDOM CAN NOT WRITE ILLEGAL LOANS, COMMIT FRAUD AND SELL THEM WHEN THEFT IS UNSUCCESSFUL
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| 01/04/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Unfair and deceptive practices from my mortgage service provider - Freedom Mortgage I was a customer of XXXX XXXX since XXXX. My loan was sold to Freedom Mortgage sometime in XXXX. In XXXX of XXXX I refinanced my loan with Freedom Mortgage.
On XXXX XXXX I received an updated escrow analysis ( attached ) that claims that I have an anticipated shortage of {$5300.00}. Having refinanced with this same company because I wanted to lower my monthly payment this was a surprise to me. I certainly could understand a slight increase in my taxes and would have understood a shortage of a few hundred dollars. But as I reviewed the escrow analysis I noticed that the projected City tax was the same amount ( {$5000.00} ) as the prior year. A shortage of $ XXXX had me perplexed. My first call to Freedom to challenge the escrow analysis was on XX/XX/XXXX. I requested additional information as to how my escrow payment could almost DOUBLE every month. Between XX/XX/XXXX and XX/XX/XXXX I have spent 25 hours on the phone with freedom mortgage customer service colleagues. My first few calls got me nowhere. I was transferred to dead ends after waiting on the line for multiple hours. Agents continued to say that my escrow shortage was accurate. Understanding that there is no logical way that my tax/insurance disbursements would result in a $ XXXX shortage I kept calling. Finally I threatened to report this matter to XXXX XXXX XXXX XXXX if not resolved. I received a call immediately on XX/XX/XXXX. I was told that my shortage would be researched and a request to change my city tax disbursements from Annually to XXXX would be submitted.
The root cause of the problem is plain and simple. I would not have a shortage if they had continued to pay my taxes quarterly. On XXXX XXXX I was notified that my request to have my taxes paid quarterly was denied. I was told that a third party provider of Freedom Mortgage called XXXX XXXX who is responsible for my tax/insurance disbursements will not change my disbursement from annual to quarterly because of the {$40.00} a year in savings I would receive if my taxes were paid annually. I was told that this is in the customers best interest. In what world is me paying an additional {$440.00} A MONTH to save {$40.00} a year in an annual premium, in my best interest? This is a deceptive practice used by a shady mortgage servicing company to try and get my money into their possession.
To explain my case I have provided my own escrow analysis. A few points to understand. My City taxes were paid in the amount of {$5000.00} in XX/XX/XXXX by Freedom. Therefore I am paid through XX/XX/XXXX.
Escrow balance as of XX/XX/XXXX ( including my XXXX payment ) {$1400.00} Monthly payment ( prior to XX/XX/XXXX escrow analysis ) Principal & Interest {$1400.00} Escrow Payment {$520.00} Total Payment {$1900.00} As stated in the XX/XX/XXXX escrow analysis. Below are my disbursements Fire Tax {$170.00} per quarter ( XXXX, XXXX, XXXX, XXXX ) Homeowners Insurance {$1300.00} annual premium paid in full. Next due XX/XX/XXXX City Tax {$5000.00} ( paid in full XX/XX/XXXX ) The attached XXXX doc is designed to explain how if Freedom Mortgage were to pay my taxes quarterly, There would be one instance over the next 12 months where I would not have the sufficient funds to cover the minimum escrow balance required per Freedom Mortgage ( {$1100.00} ). This one instance would be in the month of XX/XX/XXXX after quarterly City tax and annual homeowners insurance was paid out. My escrow balance, after XXXX disbursements would be {$1100.00} and I would be {$51.00} below the required minimum account balance.
Note- My analysis assumes I make my minimum payment ( {$1900.00} ) timely. With {$520.00} applied to escrow each month.
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| 12/01/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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Mortgage Issues I XXXX XXXX purchased a home on XXXX XXXX, XXXX through XXXX. Conventional loan with 5 % down XXXX credit score and PMI we were told was {$150.00} then the day of closing it was changed to XXXX a month. Within 2 months XXXX sold the loan to XXXX.
XXXX serviced the loan until Approximately XXXX XXXX when it was again sold/transferred to XXXX ( XXXX XXXX XXXX, SD XXXX ) XXXX. In XXXX XXXX, XXXX we were sent a statement that our projected escrow was in the negative ( unclear as to how that was I called in and never got a clear answer just stated that the property taxes went up and they would research it. XXXX XXXX the loan is again sold/transfers to Freedom Mortgage Corp XXXX XXXX NJ XXXX NMLS XXXX. I was enrolled in autopay with XXXX, and payed on the XXXX of the month online with Freedom, never missing or any late payments. I called in to inquire about the welcome letter with incorrect name spelling on it as XXXX XXXX not XXXX, and the customer service rep was rude and stated they would n't fix the error without putting what I requested in writing. I stated but I did n't obtain a Loan through you it was transferred and was there anything incorrect that needed to be looked into since the name was spelled wrong. Again I was told I had to put anything in writing I wanted to ask. At this point I get online to set up an account and am very concerned as the website looks like a XXXX year old set it up, is not user friendly, and has no real accessible information. Very concerned at the point I start a Refi through XXXX ( they are months out for closing ). I called numerous times to speak to escrow Dept asking about an analysis from day one, to make sure they have correct insurance information ( XXXX ) and to verify the XXXX XXXX Colorado Tax ID number because I feel something is n't right. I am met with continued hostility and customer service reps that have no information, do n't understand what I am saying or ca n't help me. I am repeatedly told everything is correct. I requested 2-3 times for an escrow analysis and payment history, tax ID and a research team to investigate if somehow something is wrong ( I never receive a thing and each time I call back there are no notes in the computer and so I have to tell a new person the same discussion over and over. Starting with a XXXX XXXX payment I am now required to pay an additional XXXX a month to catch up the negative escrow that no one can tell me why. It is now XXXX XXXX I receive a annual escrow account disclosure statement from XXXX ( whom no longer services the loan ) that they payed XXXX for XXXX XXXX house taxes in XXXX XXXX. I say hmm that 's wrong I pull out the tax paperwork I have an sure enough it 's XXXX a year. I call again to Freedom put in another ticket to investigate what is going on. No response. The end of XXXX XXXX credit union needs a payoff statement for end of XXXX, XXXX loan representatives call Freedom for a request to give a payoff statement and are told no.. I and my wife call in and they state they will send it.. three weeks later XXXX XXXX never receive it and XXXX needs it.. call Freedom Mortgage again very frustrated speak to a XXXXXXXXXXXX and stated we had enough of this ca n't she please send the payoff statement in an email.. I am charged {$30.00} to place the payoff statement in a secure online box on Freedoms website that I ca n't access. After two hours on the phone the lady assists my wife with opening the statement and forwarding the payoff quote to XXXX. Wanting to make sure everything was good for the refi. On XXXX XXXX I call the insurance it 's fine. I call XXXX XXXX Colorado XXXX to verify the tax amount, and guess what there is a Lien against my home. I say XXXX no way give them all the info
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| 01/23/2016 |
No |
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- Loan modification,collection,foreclosure
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Web |
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I am a first time homebuyer. I closed on my house XXXX 2014. At that time I had no idea that I would be able to get approved. I was 8 yrs into my career and still working for the same employer. I had built my XXXX IRA close to XXXX and things were stable and LIFE was even better now that I had my home. I am a single mother and earned the only source of income for all I had built. I have never recieved child support and had been liberated from food stamps for over 6 of the 9 yrs I had worked for my employer. Well the house of cards was about. To come down. Little did I know. Okay fast forward 11 months after I finally get my home. I had been contacted by a mortgage servicer that tells me they can drop my payment by streamlining my loan if I choose to switch and I didnt have much but they did drop it from {$950.00} to {$830.00}. Taxes, home ins., and MIP INCLUDED IN MY new lower pmt and also my interest rate dropped to 3.875 % from 4.25 %. The new servicer of my loan was now Freedom Mortgage. The paperwork was in underwriting and all I had to do was sign the contract with the mobile notary scheduled to come to me. When the call came through to schedule the appt. and sign the closing documents ... I had lost my job of 9 yrs. the day before. I immediately told the woman representing the new servicer of my refinanced loan that I had lost my job and I am wanting to tell them right away so that I do n't miss so distraught over this that I had to be of my who called scheduling the closing that had I am a first time homebuyer. I closed on my house XXXX 2014. At that time I had no idea that I would be able to get approved. I was 8 yrs into my career and still working for the same employer. I had built my XXXX IRA close to XXXX and things were stable and LIFE was even better now that I had my home. I am a single mother and earned the only source of income for all I had built. I have never recieved child support and had been liberated from food stamps for over 6 of the 9 yrs I had worked for my employer. Well the house of cards was about. To come down. Little did I know. Okay fast forward 11 months after I finally get my home. I had been contacted by a mortgage servicer that tells me they can drop my payment by streamlining my loan if I choose to switch and I didnt have much but they did drop it from {$950.00} to {$830.00}. Taxes, home ins., and MIP INCLUDED IN MY new lower pmt and also my interest rate dropped to 3.875 % from 4.25 %. The new servicer of my loan was now Freedom Mortgage. The paperwork was in underwriting and all I had to do was sign the contract with the mobile notary scheduled to come to me. When the call came through to schedule the appt. and sign the closing documents ... I had lost my job of 9 yrs. the day before. I immediately told the woman representing the new servicer of my refinanced loan that I had lost my job and I am wanting to tell them right away. I am still looking work 5 months later. They denied my loss mitigation request for a special forbearance CITING THE DECISION IS BASED ON MY " LACK OF ABILITY TO REPAY ''. I am 70+ days past due on my mortgage. I APPLIED FOR ASSISTANCE TO PAY ME UP TO DATE THROUGH A LOCAL PROGRAM. I GATHER EVERYTHING THEY NEED WAY MORE THAN THE LOAN COMPANY WANTED ONLY TO HAVE THEM REPLY 2 DAYS AFTER TO. SAY THEY HAVE NO FUNDNG AVAILABLE AND I AM TOLD TO JUST CALL THEM REGULARLY TO SEE IF THEY HAVE FUNDS AVAILABLE YET. I HAVE SPENT 85 % of my Retirement Acct and I have had to CHARGE MY BILLS TO MY CREDIT CARDS WHICH ARE 88 % maxed out. My credit has gone from XXXX to XXXX. I am at the end of my rope and guess what FREEDOM MORTGAGE sends me after 60+ days late?? They sent me another LOSS MITIGATION PACKAGE. I SENT IT BACK THE SAME DAY. STILL NO WORD.
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| 05/19/2023 |
Yes |
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- Incorrect information on your report
- Account status incorrect
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Web |
Servicemember |
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The fact that I have to file a complaint against my mortgage company to elicit some sort of timely response to a situation that they created, makes me sick. This is not in my nature ; however, after almost four months of dealing with improper credit reporting on their behalf, I am left with few other options.
This all started at the beginning of XXXX last year wherein I applied for a forbearance due to hurricane Ian. I was told by the customer service representative that I would not be required to make a mortgage payment for 90-days and that the payments would begin again in XXXX of 2023. I was not contacted by anyone after this phone call. I contacted Freedom Mortgage in XXXX to ensure that I was not making any mistakes on my end and to follow up, as no one had contacted me regarding restarting my payments. I was told by the customer service representative that my was protected while in forbearance and that if I was interested I could apply to have the amount of the payments covered under the forbearance split up over the next year. I advised that I might be interested in this, but just wanted to make sure that I was doing everything correctly. A few weeks later in XXXX I received a notice from my credit monitoring service advising that I had a 90 day late on my credit report. I immediately checked my report and found that Freedom Mortgage reported me as 90 days delinquent on my account despite the fact that I was supposed to be in forbearance. I immediately contacted Freedom Mortgage and spoke with another customer service representative who advised me that the delinquency was properly reported. I advised that it was not and requested that I be transferred to a manager. I spoke with the manager and was advised that they attempted to contact me via telephone and sent a letter. I asked that she check their internal logs as I had not received any letters or any phone calls, voicemails, etc. After reviewing the internal records I was advised that they called and did not leave any messages. I informed the manager that we have be inundated with spam calls since the hurricane and that I do not answer any calls that are suspected as spam. I also advised that I never received any correspondence from them either and that there were several pieces of mail that were never received after the hurricane. The manager advised that she would speak with her supervisor and follow up with me. After a few weeks of not hearing from the supervisor I contacted her and she advised that the improper reporting was in fact their fault and that they notified their credit department so that they could correct the reporting error.
I have since had to follow up again and again, as the 90 day late remains on my credit. I was told in XXXX that it should be off of my report in XXXX, and it is not. So after yet another phone call on XX/XX/2023 with customer service here I sit. I was advised that they changed the account from delinquent to current, yet they never removed the 90 day late. I have since requested a letter outlining this issue and their mistake. I have not received any correspondence from Freedom Mortgage regarding this matter whatsoever ; however, they inundate me with marketing emails and texts multiple times a week.
This is completely and utterly unacceptable. I applied for forbearance in a time of need. I paid the entire amount owed under the forbearance in XXXX. My credit was stellar prior to this and dropped almost XXXX points due to Freedom Mortgages error. My loan with Freedom Mortgage is a VA loan as I am a veteran of the United States XXXX XXXX. The fact that they are making this process so arduous is reprehensible and is a clear indicator that they truly have no concern for their veteran customers.
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| 06/08/2021 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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Summary : 1 ) For transition from XXXX to XXXX then Freedom Mortgage, XXXX never notified me even though I had reached out to the XXXX representative about where to send the payments to.
2 ) Freedom Mortgages accounting is extremely disorganized. They keeps charging me much higher than the actual due amounts. Their representatives never get back to me to clear the issues despite many hours on the phone. My account # is XXXX.
3 ) Many many hours have been spent on the phone to sort out these issues and still no resolution to date.
4 ) I had over XXXX credit score before going into this. My credit has been impacted to no fault of my own. I deserve a better mortgage company who can truly service my loan. If possible, I would love to switch to a different company with no additional costs.
Details : I closed on a mortgage with XXXX, loan # XXXX with the main point of contact of XXXX XXXX XXXX on XX/XX/XXXX. I was told that my first mortgage payment would be due on XX/XX/XXXX. I had contacted XXXX XXXX in mid XXXX about where to send the payment to. She kept saying there will be a letter in the mail but provided no information at all. I didnt receive any information in the mail and proceeded to make payment to the information indicated in the closing document and made payments good for 2 months.
I learned in early XXXX that XXXX had XXXX service their loans, then my loan was sold to Freedom Mortgage. I didnt get any notice from XXXX nor XXXX about this transition. XXXX did not know where the payments XXXX sent went to. I had to spend more than 15 hours on the phone, 5+ with my bank at XXXX who had issued 3 checks to XXXX, 5+ hours with XXXX, XXXX XXXX XXXX XXXX XXXX 4+ hours with Freedom Mortgage. Even though I agreed to one month of payment to be made at the end of XXXX for XXXX through Freedom Mortgages website in my account, but 2 months of payment was charged instead. I should be good until end of XXXX.
However, on XX/XX/XXXX, there are 31 entries of payments made and reversed in my Freedom Mortgage account, and says {$4000.00} due. Freedom Mortgage claimed on XX/XX/XXXX that the payment made by XXXX to Freedom was returned but XXXX said subsequently it was not. In the meanwhile, my credit has been impacted with a drop of credit scores.
There is no integrity to the electronic system of Freedom mortgage accounting. Random charges was made and little information about who made the payment ( no distinction of payment made by XXXX vs me ).
I gave XXXX my business with top credit history of over XXXX. Terrible transition by XXXX and I am left with a horrible mortgage company who has already impacted my credit score in 4 months to no fault of my own.
Since I serve in the military, I have had to move often. This was the 8th mortgage I have made and by far the most disorganized process by XXXX and Freedom Mortgage. I gave XXXX my business with top credit history of over XXXX. Terrible transition by XXXX and I am left with a horrible mortgage company who has already impacted my credit score in a mere 4 month period, to no fault of my own. I had more than XXXX credit score and still are current in all of my other accounts ; however, my credit has been impacted from the mess that all these banks have created.
I have been trying to pay at Freedom Mortgage but they are charging me so much more than what I should pay. I was trying to pay in XXXX for one month knowing that the check from XXXX for is forthcoming, but Freedom Mortgage ended up charging me for 2 months even though the confirmation of payment is only for one month. Freedom Mortgages online account is extremely disorganized where there had been 31 entries between XXXX and XXXX where there should be just 4 entries for payment.
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| 06/09/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with fraud alerts or security freezes
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Web |
Servicemember |
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I decided to enlist in the military for XXXX XXXX in the summer of 2019. By XXXX, I had gone to MEPS and by XXXX, I had my date for BMT. In XXXX, XXXX, AND XXXX, my husband and I made calls to our mortgage company to inform them I would be shipping out for training in XX/XX/2019 and would likely see 2 months with no paycheck while that payroll got started up. Supposedly they record their phone calls, so these should be obtainable with the request from the right party. We asked them if there were any policies in place that could assist us during that time, and were told they can only freeze or postpone payments for those who are currently XXXX. They told us to just pay the missed payments along with their late fee once we got our checks. But we didn't get that opportunity, as by the beginning of XXXX, they had sent my husband a letter informing him they had put the paperwork in for a foreclosure filing. Once we did have the funds back in our account and could pay on the house to catch us up, and get us out of foreclosure territory, we saw that once the late fees and legal fees from the foreclosure were added up, we were short by about {$1500.00}. We asked if we could put it onto the next months payment and were denied. They said they would only accept the entirety of the current due in order to allow us out of foreclosure and to resume normal payments. We couldn't get these funds together in time and so they proceeded with obtaining legal fees that we would be responsible to pay for during the process. Our realtor heard what had happened and told us to do a quick sale on our home. We did, sold the house for more than what it was worth, avoided a foreclosure on our mortgage account ( they took it off the file ), but they would not go back and submit a credit update to fix the credit score. If everything had been a normal foreclosure, this would make sense. But I've been told repeatedly to seek legal council because placing us into foreclosure while I was serving XXXX XXXX, without any formal document informing us of the foreclosure and without any signature of acknowledgement by myself or a judge supposedly is illegal. I am not knowledgeable enough to know if we have any support in this matter or not, or if they were allowed to do what they did. We tried to contact them several times in the last five months regarding the credit filing. I spoke to the customer service manager who claimed she didn't know how the foreclosure could have happened. She, like every representative before her that we spoke to, saw the military orders in my file and saw where I had been stationed in a different state for training. She sounded confused and concerned and reassured me she would get some answers for me and respond to me within the next two business days. It has been over two months since I heard from her and I've tried to reach back out to her twice since then. I have left a message for her the last time, begging for her to just call and let me know what she found out so we could get help and fix things. I never got a response. We have filed disputes with the credit companies they submitted the score change to last year with the foreclosure, but so far have had no luck finding a solution. It seems from what we are hearing that there is no way for the credit company to know if the foreclosure was legal or not. So to have it fixed, we would need to address the problem at the source, which is who reported it in the first place. Freedom Mortgage. They will not communicate with us and we have tried too many times to continue feeling like there is hope in the attempts. We need help from somewhere else at this point or we are going to lose everything we have, and have no way to get what we need afterwards.
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| 08/15/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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Web |
Servicemember |
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To Whom It May Concern : I wish to file a complaint again Freedom Mortgage Corporation. Their address is XXXX XXXX XXXX XXXX, XXXX XXXX, NJ XXXX. The Lender NMLS ID is XXXX. This request is in regard to the following ( now paid in full mortgage ) account : Account Number : XXXX Address : XXXX XXXX XXXX XXXX, XXXX XXXX, TX XXXX Name : XXXX XXXX XXXX Last 4 SSN : XXXX Phone Number : XXXX In XX/XX/XXXX, they purchase my mortgage from XXXX, which was started XX/XX/XXXX. Freedom Mortgage attempted to call me while at XXXX ( XXXX XXXX XXXX ) in XXXX XXXX, CA. I had very limited cell reception and requested proof in writing they were now the owners of the mortgage. It was not until XXXX that they sent the documentation. Since then, they have not improved their communication or answering requests.
Then apparently there was a change in the amount of the payment in XX/XX/XXXX. I was told last week that this was due to change in escrow. But Freedom Mortgage never once contacted me ( phone, email, USPS, etc. ) to notify me of said change. As such, I continued to make payments according to the last known amount. This was in accordance to Texas recognized Duty of Good Faith and Fair Dealing as defined in TEX. BUS. & COM. CODE 1.201 ( 20 ).
Instead of notifying me of change or that I needed to adjust the payment amount, Freedom Mortgage began to ding my credit reports, greatly reducing my credit scores. I found this out as I was selling my home as I was PCSing from XXXX XXXX, TX to XXXX XXXX, VA and was looking into a new home. The protentional lender let me know about this error and inaccurate information on my credit reports by Freedom Mortgage. I have attempted numerous attempts to reach out to Freedom Mortgage to rectify this mistake on their part. The new lender requested a copy of payment history, of which I provided the following XXXX information : XX/XX/XXXX XXXX, which they verified they forwarded to you XX/XX/XXXX XX/XX/XXXX Freedom Mortgage illegally ( according to XXXX legal office ) attempted a double charge XX/XX/XXXX Freedom Mortgage refund before XXXX could stop payment XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX After 4 weeks of requesting the loan payment record from Freedom Mortgage, they finally provided it. The new lender then asked for a Freedom Mortgage memo stating that I was making payments IAW the last known payment amount. After 2 weeks of making that request, they have yet to provide this document so that I can get a new mortgage. Currently, we are living in XXXX XXXX XXXX on XXXX XXXX as we wait for Freedom Mortgage to help remedy this so we can get a new mortgage and a new home. Our hope and prayers were to have this done prior to starting our PCS so we could move in before I inprocess. But it is still not resolved.
In addition to emails and using their online secure messaging, I have also been calling Freedom Mortgage since XXXX when I found this out. The most recent phone call was earlier today, in which I was again promised to receive a call back from supervisor/manager within 24-48 business hours. Of course, the previous time I was promised this was XXXX during a 19 minutes 48 seconds phone call and I have yet to receive that call back. The same is true for call on XXXX during a 20 minutes 42 seconds call. Freedom Mortgage has yet to return any call back from my previous requests. Again, proving that the lack of communication is the problem, not my lack of payments.
Thank you in advance in assisting me in rectifying this situation. Please feel free to contact me if you have any questions or need any clarification. Thanks again.
XXXX XXXX ( XXXX ) XXXX XXXX XXXX Cell Phone : XXXX Email : XXXX XXXX
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| 04/11/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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On Thursday, XX/XX/2020 we received an email from XXXX XXXX, representing Freedom Mortgage. Here email stated " Your loan is eligible for our new program where we drop your rate .25 % for absolutely no cost to thank you for being a Freedom Mortgage client. This means your new rate and APR will be 4.125 % and you get to skip a payment! We can write a new 30 year loan that will give you a monthly savings of $ XXXX/M or we can shorten your mortgage term 12 months and keep your same monthly mortgage payment of {$2100.00} ( saving you {$20000.00} in payments on the loan ). In order to start the process, I would need to pull a new copy of credit. Once in process if you needed an appraisal we would pay for it and assuming you are still employed with XXXX XXXX XXXX and XXXX is still with XXXX XXXX XXXX, you do not need to provide us with any income documents. The whole thing takes between 2-4 weeks ( appraisal depending ). '' On Sunday, XX/XX/XXXX, I replied to Ms. XXXX stating we would like to pursue Option B ( i.e. shorten our existing mortgage by 12 months and retain the same payment ).
With that, Ms. XXXX began the necessary paperwork and we started to receive new loan documents to sign electronically.
On Friday, XX/XX/XXXX, I emailed Ms. XXXX wondering why Freedom Mortgage was only offering a rate of 4.125 % when research showed other banks offering as low as 3.7 %. Her response was " We are covering ALL of the closing costs with this program. If you would like to explore a lower rate we can do that but there will be cost added to the loan amount. '' We decided to stick with what was originally offered but then in the process of electronically signing documentation we discovered more errors that showed a higher monthly payment, extending out to 30 years, etc. On Friday, XX/XX/XXXX I wrote the following email to Ms. XXXX ; " XXXX, this is getting very frustrating as conditions seem to constantly change. Please remember, Freedom Mortgage approached us with a refinance and we agreed to the following terms in our discussions ( as can be seen below ) : 1. Our monthly payment would not increase above the {$2100.00} 2. Our mortgage term would actually shorten by 1 year 3. We would get to skip a monthly payment I just signed yet another set of loan documents this morning that shows our Estimated Total Monthly Payment of {$2200.00}, which obviously contradicts number 1 above.
Im more than happy to continue this process if the 3 conditions listed above are met as was promised. If not, Im not sure I want Freedom Mortgage to handle my mortgage any longer if this is an indication of its business dealings. Please let me know how you would like to proceed so I can begin looking for a new lender if necessary. '' She assured me that items 2 and 3, as well as no closing costs would occur. However item 1 totally depended on our property taxes and as such that monthly payment may go up ( which I agreed to ).
On Friday, XX/XX/XXXX at XXXXXXXX XXXX the State of Idaho notary showed up at our home to sign the final loan documentation. The notary had just driven 3 hours for this process. As the first action she asked how we would be paying the {$1900.00} of closing costs, to which my wife and I stopped the process and unfortunately had to ask her to contact the Title company and let them know what had happened.
In addition, Freedom Mortgage told us to not make our XXXX mortgage payment because as they stated, we would be getting a new loan and would be able to skip XXXX. We have great credit and do not want that exceptional credit being degraded because of this.
Lastly, I sent an email to Ms. XXXX, Mr. XXXX XXXX ( part of her team ), and her manager, Mr. XXXX XXXX expressing my frustration.
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| 08/23/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I had already filed a complaint with this company previously regarding the loan servicer of my mortgage which was Freedom Mortgage. Only after my compliant through the CFPB did the mortgage company finally take action to send me the Loan Modification paperwork. I received loan modification paperwork dated XX/XX/2022 for an effective date of XX/XX/2022. However, due to my work with the HUD Counselor, I was urged to also contact my state regarding a HAF program, which I did. I found out on XX/XX/2022 that qualified for the HAF program and that the state of Ohio would pay {$25000.00} which would pay for all of the past due balance on my account. This is all through a Grant through my state and they did confirm that this communication is required to be sent to my loan servicer through a secure messaging portal, which is a requirement of the US Treasury. On XX/XX/2022 someone from Freedom Mortgage contacted me and I assumed she was contacting me about the HAF program, but actually she was contacting me to follow up on the Loan Modification paperwork since it had not been received back. She told me to email the HAF letter to the XXXX. During that call I also told her that I had tried to communicate with previous managers & I tried to get in contact with them & to leave messages for them but I was unable to reach them. She did attempt to leave a message for them. About a week later I was contacted again by another representative who was asking me the same thing, A few days later I received another phone call from Freedom Mortgage again asking me about the loan paperwork, I asked her if she saw the email that I sent in on XX/XX/2022 to loss mitigation, to which she said she did not. Now I started to get very concerned because this was starting to feel exactly like the situation which got me into this mess in the first place. That said, I began to try to escalate immediately. I began to try to escalate to the management that I had information for from my past experience with my COVID Forbearance, I was not able to get anyone on the phone but ultimately ended up getting in contact with someone who had promised to get an email over to the team that handled the HAF program. This was the week of XX/XX/2022 ; His name was XXXX ID XXXX. He assured me he would call me back that Friday XX/XX/2022. He did contact me back on that day but at that time he had not heard back from that department. I also followed up with the HAF department for Ohio and they confirmed that they had not heard anything from my loan servicer yet. XXXX did promise me on Friday XX/XX/2022 that he would also continue to follow up with that team until he heard back from them and that he would call me back on XX/XX/2022. He did call me back today and which he did, but to date no one from the company has logged in through the secure messaging portal to view the message to even see that I have been approved for the HAF program. This is a time sensitive item that can save my home and I am not gong to lose this. I asked for a 6 month loan modification which has been extended for over 16 months due to incorrect information from my loan servicer. Each time I call there is little to no information that is done to help me. I am begging someone to please help me to resolve this matter. XXXX has been the only person in this company that has ever been true to his word and has ever actually called me back, let alone called me back twice and the poor guy has to be out next week. The state is ready to send this money and I don't even know if this isn't done would my loan modification even still be available? My family is in a holding pattern & it has been put there by Freedom Mortgage for months on end & it just continues on longer.
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| 02/23/2016 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
Servicemember |
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We purchased our home on XXXX XXXX, XXXX via a VA Loan. We made our first payment to XXXX Mortgage without any problems. After which our loan was sold to Freedom Mortgage. Thus the problems begin.
The issues of Freedom Mortgage Corporation servicing our loan began in early on XXXX XXXX, XXXX. We paid Freedom Mortgage on XXXX XXXX, XXXX in the amount of {$1700.00}, which was in the form of a cashier 's check. I received a call from a customer representative for Freedom Mortgage on XXXX XXXX, XXXX stating that our payment had not been received by payment processing. After verifying all information he confirmed that the payment was mailed to the right address for payment processing which was Freedom Mortgage, XXXX. XXXX XXXX, XXXX OH XXXX. He suggested we wait a few days for the payment to be located.
On XXXX XXXX, XXXX my wife and I called Freedom Mortgage and our payment still had not been posted. We were told that they would make a note on our account that the payment was lost. Or, it is possible it may not have made it to the cash center for processing as of yet and to keep calling for the status of the payment.
We spoke with numerous representatives from XXXX XXXX, XXXX, and still had no clear answer about the status of our payment. We spoke with XXXX on XXXX XXXX, XXXX, she suggested we make an another payment over the phone without taking into consideration the cashier 's check that was sent on XXXX XXXX, XXXX which they may have lost. She stated there was nothing else they could do.
We called back within that same hour and spoke with XXXX who stated that she would make a note on our account, but if payment is not received/found by the XXXX XXXX, XXXX we would incur late fees and a late payment would be reported to the credit bureau. I informed her that during the 60-day period beginning on the effective date of the loan servicing transfer, the payment may not be treated as late.
XXXX suggested we mail another payment to the overnight address, Freedom Mortgage XXXX XXXX XXXX, XXXX XXXX, XXXX IN, XXXX, which was for rush payments.
I went to XXXX XXXX on XXXX XXXX, XXXX, cancelled the lost cashier 's check at a cost of {$34.00}. I then purchased another cashier 's check for {$1700.00} and mailed it overnight at a cost of {$22.00} to the required overnight address of XXXX XXXX XXXX, XXXX XXXX, XXXX IN, and XXXX.
We called Freedom Mortgage on XXXX XXXX, XXXX asking if they had received our payment. The representative stated that they received our payment and has located the lost payment as well. So now we have XXXX payments posted, but XXXX is no longer valid, in lieu of the fact we were told that it was lost. We informed them that since they told us the cashier 's check was lost we cancelled it and reissued a replacement. At that point we were told they would be charging us a late fee.
On XXXX XXXX, XXXX we mailed our next month payment overnight to Freedom Mortgage, XXXX XXXX XXXX, XXXX XXXX, XXXX IN XXXX and it was signed for by XXXX XXXX.
Our next payment was mailed on XXXX XXXX, XXXX to the required overnight address of XXXX XXXX XXXX, XXXX XXXX, XXXX IN, and XXXX. It was received and signed for by XXXX XXXX on XXXX XXXX, XXXX. We received a letter on XXXX XXXX, XXXX from Freedom Mortgage dated XXXX XXXX, XXXX stating that our payment has not been received. And that a late charge of {$69.00} has been assessed to our account.
My wife called on Freedom Mortgage customer care XXXX on XXXX XXXX, XXXX and spoke with XXXX who stated that they have no record of our payment. I explained to her that USPS emailed me verification that the payment was received and signed for by XXXX XXXX on XXXX XXXX, XXXX. And that I have a scanned copy of his/her signature.
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| 07/20/2022 |
Yes |
- Mortgage
- Other type of mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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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.
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| 04/19/2022 |
Yes |
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- Trouble during payment process
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Web |
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On XX/XX/XXXX I attempted to make a payment for XXXX on the Freedom Mortgages website and received an error message of problem with submission. I called the company and they made a payment with me over the phone. On XX/XX/XXXX, I saw through my bank that two payments for the full mortgage amount were pending. After many hours waiting, being blamed, explaining and reexplaining, dropped calls, hang ups -very unprofessional behavior, I spoke to 2-3 escalations persons. The last one admitted that the gentleman who took my payment didnt read the notes to see the online payment did in fact go through and he processed an additional payment. I also had to call my bank with my mortgage company because they refused to admit a second payment went through. I was told the second payment would be refunded or returned which was. On the XXXX or XXXX of XXXX I saw the mortgage company had requested yet a 3rd payment as it shown pending once again in my online bank account. I went to the bank to confirm in person. The teller confirmed that that there was an additional payment pending. After many phone calls, excessive wait times, hang ups from customer service, and quite unprofessional behavior from Freedom Mortgage representatives, a customer service rep finally said I contacted them before it posted on their side and they said I could cancel the payment. It is unclear as to why this payment went through as I was told different stories by Freedom Mortgage representatives as to why this occurred. One being that the system did it automatically since the second payment made on the XXXX by the representative was returned for not enough funds only to be told that was not true.
On the XXXX of XXXX I noticed that there was additional monies refunded again from the mortgage company and that I was now delinquent on Freedom Mortgage. I contacted Freedom mortgage who said because I had reversed XXXX payment I was delinquent. This is not how it happened. I tried explaining the timeline and basically told I was lying. I spent an hour or so on the phone urging for her to read the notes and listen to the phone calls because at no point did I request XXXX payment to be reversed. After crying and pleading I was put on hold again after I asked for a manager who I never spoke to. I also asked to speak to the district manager or CEO. At this point I was beyond mentally exhausted from this experience. Until I asked to speak to a manager she stated no notes corroborated with what I was saying. I have asked to speak to a manager on many phone calls only to be told I could not. She then put me on hold for the 5th time to come back to tell me not to worry that the payment I was making once again for XXXX would be back dated and that I would not be reported to the credit bureau.
I called a couple more times to ensure XXXX payment would be backdated and that I would not be reported.
Saturday the XXXX I noticed delinquent account for Freedom Mortgage in XXXX XXXX. I called and was ensured an investigation would be started. On Monday the XXXX I called again as I noticed that there was delinquency reported to XXXX from Freedom Mortgage.
Im XXXX XXXX XXXX XXXX XXXX in my last 2 weeks of school. I have spent more time than anyone should on the phone explaining and waiting over mistakes made by Freedom Mortgage. Customer service representatives frequently hang up on you, they admit they dont care, and supervisors had blatantly lied about the facts. I have become so mentally distraught over this that I have put my professional and educational future in jeopardy. I plan to refinance and remodel my house but now I have false information reported on my credit report. This treatment is inhumane and cruel.
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| 03/12/2021 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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I would like to report a problem related to my mortgage being purchased by Freedom Mortgage from XXXX XXXX XXXX XXXX
My loan with XXXX # XXXX had been acquired by Freedom Mortgage on XX/XX/XXXX2021, servicing change effectiveXX/XX/2021. The new loan number with Freedom Mortgage is XXXX.
I was notified of that by mail by XXXX via a letter that instructed me to make my payment for XX/XX/XXXX2021 to XXXX and make future payments to Freedom Mortgage.
I made a payment in the amount of XXXX with the note to apply {$2200.00} towards my Monthly Payment ( paid in full ) and apply the remaining balance of {$6100.00} towards my principal. The check was cleared by XXXX on XX/XX/21 but I do not have a way to capture a screenshot of it as XXXX removed all historical mortgage data from my account.
The balance, transferred to Freedom Mortgage was incorrect and was missing the additional {$6100.00} payment I'd made. I've made several phone calls to both of these companies including a call to Freedom Mortgage on XX/XX/XXXX, XX/XX/XXXX, and today, XX/XX/XXXX2021 as well as a call to XXXX on XX/XX/XXXX 2021.
Neither company was able to give me a definitive answer on when and how the payment would be transferred to Freedom Mortgage and why my loan amount shown on their side was higher by over {$6000.00} at {$410000.00}. I have received no written confirmation of my inquiries or reports of actions taken to rectify them.
Today, on XXXX XXXX, 2021, I still do not see that payment applied to my account on Freedom Mortgage.
I made another call to Freedom Mortgage and their rep advised me that the payment for {$6100.00} had been received on their end on XX/XX/XXXX but it wasn't applied to my principal, even though I wasn't able to see it in my online Freedom Mortgage account. He also stated that the payment date was not set to XX/XX/XXXX but to XX/XX/XXXX, which means my account continued to incur a XXXX in interest charges which should have been offset by that payment as of XX/XX/XXXX. The interest accumulated by that money is mine and is due to me, as of the moment the check is cleared by the lender, which happened a month earlier than currently recorded.
This payment of {$6100.00}, and the accrued interest, need to be applied to my mortgage principal with the corrected posting date and the remaining interest on the mortgage needs to be recalculated and adjusted to account for the month lost.
I requested that of the Freedom Mortgage rep I spoke to today, XX/XX/XXXX 2021.
Given the extended troubles I've had with this transaction, I requested said Freedom Mortgage rep to send me an email confirmation to reiterate my ask. However, I was told that no written communication to customers is allowed to happen for any inbound inquiries.
It is appalling to me that a mortgage lender would have policies aimed at reducing consumer transparency and disallow any written communication between customers and the customer service department. It appears that this lack of consumer communication is precisely the reason why my outstanding payment had been applied incorrectly as I would have ensured the proper details around the date & designated account were captured properly had I received any email correspondence for 2 of my previous calls. However, what I was told in regards to that was even more baffling. I was told that if a request related to a payment came in before the funds were received, it was considered a premature inquiry, and the request was closed automatically. In my case, this resulted in my funds being mismanaged and in my eyes that violates the fiduciary responsibility the lender has to me and committed fraud by failing to perform an action I explicitly asked them to perform.
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| 01/13/2016 |
Yes |
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- Settlement process and costs
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Web |
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I entered into an agreement for a Streamline Refinance of my FHA loan in XX/XX/XXXX. The loan was supposed to close in XX/XX/XXXX. The closing date has been delayed to XX/XX/XXXX. The terms are not the same as promised. The problems are : 1 ) I have been told since the beginning that I would not have a payment due the month following the month I close in. The original documents I signed included 2 months of interim fees to cover the fees for the month I would close in and the following month until my next payment was made. The closing scheduler told me today my first payment was due XX/XX/XXXX. I told her this was not correct and I have been told by every person involved in this process that I would not have a payment due the month after I close. I also told her that the notes from XX/XX/XXXX and our conversation confirmed that if I close in XX/XX/XXXX, I will not make my first payment until XX/XX/XXXX. 2 ) There was a lender credit approved for no cash to close as of XXXX/XXXX/XXXX, and they 've been telling me it was approved for no cash to close since before the original closing date. They requested this on their own, despite the way the loan was written, and I was under the impression this was requested to make up for the fact that they delayed my loan repeatedly. As of XXXX/XXXX/XXXX, there was no cash to close required, as of XXXX/XXXX/XXXX, they asked me for half a payment and told me it was {$600.00} ; today, the scheduler told me it is nearly {$900.00}. 3 ) A rep called me today and told me that my new payment would be over {$1300.00}. I asked her to send me the breakdown in an email so I could look at the numbers and she said I would not be sent the numbers until 3 days before closing. The initial disclosures said the payment would be {$1200.00}. From what I read after I got off the phone with her, nothing has changed except the Mortgage Insurance is around {$1.00} less.
This process has been going on since XX/XX/XXXX and has been repeatedly delayed by the lender 's underwriting and processing departments. I have been promised certain terms repeatedly throughout the process and have documented all the details in emails and phone calls. In addition to the initial disclosures and agreement, I was promised additional concessions, such as a lender credit for no cash to close, for what I thought was an attempt at customer service. When I call to ask for help, no one seems to be in charge and no one can help me resolve my issues. No one at this company seems willing to take responsibility for any delays or mistakes, or to honor the terms of the disclosures and agreements I have made with them. I have repeatedly called to get help to resolve the issues with my loan and no manager provided me any help in resolving these issues. I feel like there is no one at this company that has the ability to honor the promises they made to me throughout the process and/or is willing to help me. Lenders can not refuse to honor the disclosures and agreements they make, especially on a government program loan ( FHA ). The customer service I have received throughout this process equates to unfair and deceptive practices and have caused me enormous stress. There has been no recourse for me dealing with the company directly. The loan officer and processor were very helpful, but have no power to enforce the actual terms of what was promised to me, and anyone with any authority to honor the promises and agreements made refuse to help me. I have not even been able to get a manager on the phone that is willing to help me with any of these issues. All communication has been in writing or recorded, and extensively documented on my file with Freedom Mortgage and can be verified.
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| 10/21/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Older American |
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Under the XXXX XXXX XXXX was approved for the XXXX. My state XXXX in XXXX Indiana received monies to help homeowners to prevention foreclosure. Each recipient was to receive up to {$35000.00} including XXXX months of payments made on their mortgage.
The XXXX XXXX of XXXX Indiana assisted homeowners as an intake and then sending information to XXXX underwriters. The underwriters would request a Value Record validating ( what is owed to catch up payments ) and the I-Record from the state to mortgage company.
Then XXXX XXXX XXXX is to schedule a day and time to sign documents and funds dispersed to mortgage company.
Because it's all a new process, the program got revamped and another entity took it over.
My complaint is I started the process and paperwork in XX/XX/XXXX.
I complied and because the process took so long, And to avoid foreclosure, I had to do a trial modification for XXXX months to get approved for loss mitigation and make lower payments and past due balance placed at end of the loan.
Freedom Mortgage suspended my loan while waiting XXXX and XXXX to send money.
It is now XXXX, no communication until I called and pressured the state, all to find out my application was rejected because loan in my XXXX ( passed from XXXX ) husband 's name.
They never contacted me that they needed the Successor in Interest, Power of Attorney and Estate Executor documentation to approved the application process.
I was furious and in tears! I live in my home and deed and title is in me and late husband 's name.
The liaison XXXX XXXX of XXXX was been somewhat helpful, but the state of Indiana are not doing their job. You can not get in contact with none of the underwriters. All communications is through a portal! I have checked my email diligently and NO CONTACT WHATSOEVER!
Below is a timeline of my communication with Freedom Mortgage and XXXX XXXX of XXXX Indiana who is the conduit for underwriters that make final determination.XXXX, I have attached all documents necessary to : Freedom Mortgage Servicing XXXX XXXX XXXX XXXX XXXX of XXXX Indiana XXXX, XXXX, XXXX, XXXX As I review the process of applying for XXXX and XXXX, this is the timeline of communication : XXXX ) XXXX- participated in XXXX XXXX transferred to Freedom Mortgage XX/XX/XXXX XXXX ) Began Forebearance XX/XX/XXXX XXXX ( XXXX payment a day late unable to complete Forebearance plan ) Spoke with Freedom Mortgage- Issue ticket submitted to XXXX XX/XX/XXXX, they have no idea of status. State going through review resolution XXXX XXXX XXXX program closed out last year another agency doing case management and underwriting XXXX day hold.
XXXX ) XXXX no idea of status.Freedom Mortgage sent XX/XX/XXXX told failed not completed correctly XXXX XXXX Email sent I-Record request exact amount to lender to get Mortgage current ( {$19000.00} ) XXXX XXXX XXXX documents rec 'd XXXX processing with an XXXX XXXX XX/XX/XXXX XXXX ) To date no contact from state, underwriters, XXXX XXXX- no scheduling to sign docs to disperse funds XXXX ) Spoke to Freedom Mortgage XX/XX/XXXX : on XX/XX/XXXX docs sent to XXXX, XXXX completed, V-Record pending due to requote change {$20000.00} needs updatingXXXX : XXXX validate sent to state, XXXX from state Freedom Mortgage rec 'd from Indiana.
XXXX ) On XX/XX/XXXX Freedom spoke to HUD rep documents.NO correspondence to Freedom Mortgage. They are giving grace period until XXXXA payment has to be made by XX/XX/XXXX!
Totally unacceptable business practices. I reached out for help, and they are incompetent and not doing due diligence for the consumer. It's not their money! They are paid to help homeowners from losing their homes!
This has been a XXXX-month wait game and process!
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| 11/17/2015 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
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I had started dealing with issues with Freedom Mortgage at the beginning of this year. Approximately XXXX 2015. I was contacted by their company to refinance my current loan with them and decided to proceed. During the refinancing process I was made aware that my hazard insurance was no longer in place. When I called to see why exactly it was not in place I was informed by a customer service representative with freedom mortgage that when they had completed the escrow analysis on my account then did not include the insurance, there for it was not paid. They also stated at this time that they would immediately send the payment and my Insurance would be ok.
After continuing this process I was made aware once again by the refinance department ( XX/XX/XXXX ) that I currently did n't have insurance in place, when i explained the issue to them along with customer service and they stated it was not sent out and at this point I had to get a brand new policy because the laps in coverage was too long and that they had begun putting forced place insurance in my monthly payment.
I told them I would get a new policy and I did and submitted it to them XX/XX/XXXX. I had paid myself the premium in full and sent them a copy of the declarations page. After serval attempts of sending and contacting them to make sure they received the information they finally did a MONTH and a half later.
I asked them at this point to re-adjust my mortgage payments to reflect that I now have my own insurance in place and that took quite some time as well. They has ALSO advised me that they had paid my Insurance ( after i already paid it ) and that I would have to look for the refund from the insurance company ( till this day the insurance company has not received this double payment of {$770.00} there for I have yet to be refunded. Check was sent out XX/XX/XXXX. ( check number # XXXX ) The next call to them to see if my payments were readjusted was on XX/XX/XXXX when I spoke to agent ID # XXXX. At this point the agent had informed me that my new payment was {$880.00} ( and now included escrowed insurance and taxes ) and for some strange reason went up form the original {$760.00}. She had also stated that I had a unapplied balance of {$2000.00} that she would submit a ticket to apply to my account so I would only be due for XXXX 2015 fro {$880.00} and the unapplied would cover XXXX 2015 of XXXX ( why this amount is higher after providing insurance in=s still a mystery ) and XXXX 2015 XXXX. At this point she stated all would be taken care of and to call back in 72 business hours to confirm.
Today XXXX/XXXX/2015 I called them to check the status of this credit to my account, and after speaking to XXXX customer service agents ( # XXXX ) and a supervisor they stated there was no notes from XX/XX/XXXX and they had no idea what so ever what I was talking about and that I needed to pay. After asking to have the call reviewed they sent me in circled and said you just have to pay there is no agent id of XXXX or and record that you spoke to someone.
Now they have caused me to show late on my credit report and to receive threatening calls and mail about my mortgage when this was their wrong doing and have made very little effort to help me when I constantly calling them to follow up with my issue. They state I 'm showing past due now and refuse to take action to look in to the problem. They take no reasonability or action to help out their customers, also starting the whole story every time is a headache.
I need someone to take responsibility and review the entire issue from start to finish and also the refinance department has made no effort to contact me or respond to my emails.
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| 02/22/2018 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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I went into foreclosure with my mortgage company and the loan was sold several days later to a new servicer ( Freedom Mortgage ) on XX/XX/XXXX. I requested a reinstatement amount and told me I would have to wait until it was sent out. The first reinstatement letter from the Freedom Mortgage was date XX/XX/XXXX for {$7100.00}. I then called to make the payment and was told I could make the payment but would have to wire the funds. I then called my bank to find out how to do so and then called Freedom Mortgage to get the wire information. At that point I was told I could not make the payment and would have to call the attorney handling the case. I then called the attorney 's office and was told they do not have the case in house at that time. I then call Freedom Mortgage back to request a reinstatement letter in order to get current. I received my new reinstatement letter one day after the date the funds were due by. The letter was dated XX/XX/XXXX, mailed XX/XX/XXXX, and I didn't receiver the letter until XX/XX/XXXX. The due date on the letter is shown XX/XX/XXXX given me no chance at all to make the payment within the deadline. The amount on this letter was for {$10000.00}. I then called the servicer once again to verify that I can still pay this amount and was told no one in the office was there to make this decision and I will have to call back XX/XX/XXXX to confirm. I did call back on XX/XX/XXXX and was told that I would in fact need a new letter but this time the letter would also be emailed to me to make sure it was received in a timely manner. The letter was not emailed to me in fact it was dated XX/XX/XXXX, mailed XX/XX/XXXX ( which is a Friday, and I did not receive it until XX/XX/XXXX, and it was giving me until XX/XX/XXXX to make the payment. I then called Freedom Mortgage ( the servicer ) once again to confirm that I would have enough time to transfer funds and get to my bank to submit the payment and I was told as long as I made this payment within the month of XX/XX/XXXX I would not be charged additional fees. I made previous mention to Freedom Mortgage that I would need some time to transfer funds because the amount of the reinstatement continued to change and I had no idea ahead of time what that amount would be. The new reinstatement amount dated in the letter was for {$12000.00}. On the morning of XX/XX/XXXX I had completed all transfer of funds to wire the total of {$12000.00}. I first called Freedom Mortgage to confirm the wire information and the amount in which they confirmed and then then made the wire transfer that morning. I then received a letter from Freedom Mortgage stating that my funds were received and I was no longer in foreclosure with the new mortgage payment amount of {$1300.00} due XX/XX/XXXX with a grace period of XX/XX/XXXX. On XX/XX/XXXX I logged on my my Freedom Mortgage account to make the aforementioned payment to find XXXX additional charges listed simply as " fees ''. These charges totaled somewhere around {$1000.00}. I was unable to make my regular scheduled mortgage payment so I had to set time aside the following week to investigate the issue. After a lot of back and forth as to what the charges where even for Freedom Mortgage simply said they I paid the reinstatement a day late so I was charged an additional {$1000.00} on XX/XX/XXXX, more than a month after the reinstatement payment was made and accepted. I have full documentation for all the dates listed here and again was told that I could make the payment within the month of XX/XX/XXXX. These fees are excessive and unfair business practices not just for a borrow but for a veteran who has done everything he can within reason to justify the situation.
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| 12/30/2021 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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Requested Covid-19 Forbearance - approved for XXXX XX/XX/XXXX -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- While in granted forbearance status, we did not pay XXXX, XXXX, XXXX.. payments.
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- Income resumed in XXXX, so we started making regular payments again and paying additional sums on past due amount.
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- In XXXX, a XXXX Veteran Real Estate Tax Exemption was granted by state of PA ( XXXX ) for current tax year. We sent the documents into Freedom Mortgage and they debated the validity, then said they " updated the tax lines '' on the account. Nothing changed.
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- We requested that they update the past due mortgage amount to reflect zero tax obligation for XXXX, XXXX, XXXX ( XXXX ). They denied the request. They also denied a request to update the future mortgage amount due that increased due to an annual escrow audit.
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- Freedom Mortgage stated that "... due to being in the process of a modification, an analysis has not been completed. The new payment amount reflecting the exemption will be included when the modification documents are finalized. '' ( see attached ) -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- We do not want a loan modification. We submitted the paperwork because Freedom Mortgage stated at the onset that ( in the packet ) that there would be no options at the end of the forbearance if we didn't submit the documentation they required.
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- We don't desire modification - just to become current on the loan and exit the COVID-19 forbearance by its expiration on XX/XX/XXXX.
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- We are not getting a current amount due with transparency. The XXXX veteran tax exemption is not being reflected in the past due or future amounts due and this creating additional hardship for us! What will they do with the overpayment? Or when will we receive it back? Who knows. No transparency.
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- Freedom Mortgage has sent delayed statements, and there is no transparency or accuracy with the online amount due. We just paid the " total amount due '' of {$2400.00} yesterday and today there is now {$120.00} showing as the total due. So we paid that today and no sooner did it update and state {$1500.00} is due. We'll wait for the next month 's statement which won't be accurate and this is what we have to work with.
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- Additionally, Freedom Mortgage breaks down a single payment sent in several ways, " suspense, payment received, payment posted, funds received '' so it is hard to know what you've paid. Is this even accurate? You won't know because they only show you limited account information when you're in a loss mitigation status.
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- We just want to know what we owe. We want to see it itemized so we are not overpaying. We want our tax exemption to be honored and our account to be updated so we aren't paying unnecessary amounts of money to catch up, only to have it held by freedom mortgage and refunded later. We shouldn't have to pay money that is not due because Freedom Mortgage doesn't want to review the account for the tax exemption. That's roughly $ XXXX. because they just won't review it!
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| 07/02/2020 |
Yes |
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Web |
Servicemember |
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Hello I have been trying to resolve this problem with Freedom Mortgage and XXXX XXXX XXXX since the day after we closed our loan on XX/XX/XXXX. I was trying to do this within This was a refinance from Freedom to Freedom. I have been on hold with the title company 3 times over an hour with no answer. I have sent 4 emails to XXXX XXXX and customer service with no response. I have called customer service 3 times, twice Ive been told a refund was on the way, once told no refund is due because the payoff was short. Not sure how a payoff from freedom to freedom is short. If no refund is due they are keeping {$6000.00} inc cash from us that was not shown on any closing statements. I have asked multiple times for a copy of the payoff statement and it had not been sent.
In addition, the numbers on the closing disclosure do not match what was on the Itemization of Settlement.
I need to get some answers as at least {$5900.00} of our money appears to be missing. I am requesting the following : 1. A complete accounting of my previous Freedom account. The information on line does not explain why my remaining escrow was taken rather than refunded or why despite the payoff amount on the Closing Disclosure being {$460000.00}, the amount paid off was less than that. So far the amount paid off is {$460000.00}. For reference the amount we owed on XX/XX/XXXX was {$460000.00}, with 2 days of interest the payoff shouldnt have been more than {$460000.00}. Freedom customer service can not figure out what happened.
2. Our XX/XX/XXXX payment on the old loan refunded, with interest. I was told when I called the first week in XX/XX/XXXXthat it would be refunded within 14 days, here almost 4 weeks later with no refund. I called again and was told my refund would happen within 8 days, 3 weeks later I called and was told no refund was due.
3. A refund of the double charged taxes. Freedom took the taxes from our escrow account on XX/XX/XXXX knowing full well that the taxes would be charged at our closing 2 days later. A call to the title company results in over an hour on hold with no answer. Emails and phone calls to XXXX XXXX go unreturned.
4. An accurate itemization of settlement charges -- We reviewed with our usual mortgage guy who has been in the business over 20 years and he couldn't make heads or tails out of the jumble of numbers and how they compare to what is actually reflecting in our account. I have closed on 8 real estate loans and never have we not been able to understand what happened. The Itemization of Settlement charges says final loan amount {$460000.00} and the Closing Disclosure says {$460000.00}. I would like to understand how we got to that difference.
5. A refund of the {$1200.00} in escrow that was debited for our account or a detailed explanation of why Freedom believes they are entitled to our escrow balance.
6. The closing documents talk about an Judgement/Debt paid to Freedom ( line 106 in the amount of {$3500.00} ) and then on line 214 a " Previous Escrow Credit '' in the same amount. I asked about this on XX/XX/XXXX and did not get a response. Can you please tell me what this debt and escrow credits is for? It looks like the payoff amount on the settlement statement is {$3600.00} more than we owed. Line 106 is supposed to be for City/Town taxes, this doesn't make sense to me. Please advise. I assumed this was escrow that would come back to us, am I correct?
2. In the closing disclosure we were charged {$2900.00} for XXXX County Taxes. This same amount was taken from our existing Freedom mortgage account on XX/XX/XXXX ( 2 days before we closed ). So we have overpaid taxes by {$2900.00}. Who has this money and how do we get it back?
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| 04/16/2020 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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My wife and I purchased our first home with an FHA loan about a year ago.
We are both named on the title, but all financing was done in my name, with my credit score. I was the sole applicant for the mortgage. My wife is in the process of US XXXX, and has documents to verify this. We file our taxes jointly, and she has an XXXX.
Our mortgage is about $ XXXX. It was sold to a lender, named FREEDOM MORTGAGE, soon after we got the house. Toward the end of 2019, I started looking for a refi, because interest rates dropped, and the equity and my credit score are both good. Freedom mortgage contacted me, offering a Streamline FHA loan at a 1 % interest reduction. I made it clear that my wife was on the title, but she would not be included in the loan application. They assured me it was not an issue, and there would be very little documentation, no income verification and no title changes. It was a streamline loan. Everybody was happy.
The new loan was approved in XXXX, and we were ready to sign just before XXXX. On XX/XX/2019, a notary came to our house, with the documents. He checked my id, and saw everything was in order. Then, he examined my wife 's id, and told us it was not acceptable. She presented the same documents used at the original signing, about ten months earlier. I told him the XXXX XXXX, and XXXX XXXX ( XXXX ) were both valid. He had no reason to think otherwise. Her signature is embedded in both documents. I also had a copy of our marriage certificate. The gentleman told us, he would not accept the docs because they were not issued by a US federal, or state authority.
I insisted that Freedom Mortgage had agreed to service a valid FHA loan. The previous tile company had validated her id when title was created. They were bound by what they agreed to service. I was not late on my payments, and everything was already approved.
The notary left with unsigned loan documents. Immediately, I began contacting the lender 's representatives to fix the problem. No workable solution has been offered by the lender. If I take my wife of the title, it becomes a full docs refi. Then, we would have to re-instate her with further approval complications.
After countless phone conversations, up to the lender 's legal department, I asked for a thorough, written explanation of their decision. In response, we received a brief form letter with a box checked, and the words, " Unable to verify/validation applicant 's identification. '' The content of the form letter referred my credit information at various reporting agencies, and the " FAIR CREDIT REPORTING ACT. '' Nothing could have been more off base. The last minute denial had nothing to do with my credit or identity. They have not even given the correct reason for their rejection.
Two other factors are frustrating : 1. I have lost wages due to the Coronavirus situation, and, 2. I have not been able to find another lender that will wade into the situation.
I called the original title company and explained the situation. The lady told me, " You need to get a lender that has a brain! '' But I haven't been able to get out from under this ridiculous set of circumstances. Are notaries the new decision makers for my largest earthly investment?
Wouldn't it be great if consumers had a choice about who can buy their mortgage? They can dump me, if I get behind in my payments. But I can't get rid of them, when they screw up big time.
The value of a 1 % interest rate reduction, for 350 months. is {$35000.00} without compounding. It's at competitive rate, and it's what they approved. It's also what they want me to pay, for the uncomfortable privilege of being one of their " valued customers. ''
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| 10/25/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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XX/XX/XXXX, I purchased the home located at address listed above. The mortgage lender was XXXX XXXX XXXX XXXX ( XXXX ). The home is a condominium. Every year, XXXX has accepted my certificate of unit owners insurance through XXXX XXXX.
XX/XX/XXXX, my mortgage loan was transferred from XXXX to Freedom Mortgage ( FM ).
XX/XX/XXXX, FM requested me to provide proof of Unit Owners insurance. I provided my current certificate of insurance with the same policy terms as the one I have held since XX/XX/XXXX. The coverage period was for the period of XX/XX/XXXX to XX/XX/XXXX. FM accepted my certificate.
Since then, FM has bombarded me with phone calls, voice messages, and mail about refinancing my loan. I declined all of their offers.
XX/XX/XXXX, FM again requested me to provide proof of Unit Owners insurance. I furnished the current certificate of insurance covering the period of XX/XX/XXXX to XX/XX/XXXX.
XX/XX/XXXX, FM sends me a second and final notice, stating that I need to provide Unit Owners insurance or they will be purchasing " force-placed '' insurance at a cost of {$700.00}.
XX/XX/XXXX, I called FM 's Insurance Center in XXXX, South Carolina. I was told by a customer service rep ( CSR ) named " XXXX '' that my certificate of insurance was received and was not acceptable. " XXXX '' could not state why this policy, with the very same terms as the one that FM had accepted in XX/XX/XXXX, was now unacceptable.
XX/XX/XXXX, I purchased additional Unit Owners Insurance through XXXX XXXX and my insurance agent faxed the certificate to FM. I also called FM the same day and requested them to stop all of their offers of refinance to me, especially as their offers named me as a veteran when I was not.
XX/XX/XXXX, I called FM to verify that my policy was received and accepted. I spoke to a CSR named " XXXX '' and she told me the policy was received, and I would not have to pay for any additional " Force-Placed '' coverage through FM.
XX/XX/XXXX, FM sent me another letter. FM claims that since there as a lapse in coverage from XX/XX/XXXX to XX/XX/XXXX, they would be purchasing additional Force-Placed insurance for me for that period, for the cost of {$99.00}.
XX/XX/XXXX, I spoke to a FM CSR named " XXXX ''. I questioned why both of my XXXX and XXXX XXXX policies were not sufficient for FM. I questioned why FM deemed my XXXX insurance policy acceptable in XX/XX/XXXX but unacceptable in XX/XX/XXXX, when the policy terms had not changed. XXXX claims that " someone from your HOA or insurance company '' informed FM that the policy covered HO6 back in XXXX. She could not provide any record of who exactly FM had spoken to at my HOA or the insurance company. " XXXX '' told me that I would have 45 days from XX/XX/XXXX to provide proof of coverage from XX/XX/XXXX to XX/XX/XXXX, otherwise FM will require me to pay {$99.00} for coverage with XXXX XXXX XXXX XXXX ( XXXX ), a subsidiary of XXXX XXXX, a large insurance corporation who has worked with mortgage lenders to engage in fraudulent Force-Placed insurance kick-back schemes.
I believe FM is engaging in fraudulent and predatory practices, in collusion with XXXX and XXXX XXXX to con homeowners into purchasing insurance coverage they do not need. FM bills itself as a premier mortgage lending company for veterans. They prey on the men and women who serve our country.
I believe FM is using these tactics to retaliate against me because I declined all of their offers of refinance, and because I reprimanded them for not removing me from their veterans contact list. I currently suffer from major XXXX and XXXX XXXX, and my experience with FM has led me to experience great hardship.
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| 04/26/2022 |
Yes |
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- Trouble during payment process
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Web |
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I applied for a refinance loan with my current loan servicer, Freedom Mortgage in XX/XX/XXXX. I was quoted XXXX fees for the loan. I was approved for the loan and closing was scheduled for XX/XX/XXXX. I asked for hard copies of the Closing XXXX and did not receive them. When I called a rep told me that they could only be sent electronically. When the closing notary arrived and I started to review the paperwork he told me to just sign and that he had no time for me to read through the paperwork. The fees for the loan were listed as approximately {$7100.00}. I continued to review, noted a mistake- this is a two-family home and on the closing papers it was listed as a XXXX family. I mentioned it to the notary and he got upset and said either I sign or I could reschedule. I said that I could not sign without review. He left. Freedom Mortgage contacted me and rescheduled the closing. I again asked for hard copies of the closing disclosures and again did not receive them. At closing I noticed that the fees had been increased to $ XXXX. I brought it up to the notary and he told me that I could sign the papers and that I could dispute it with Freedom and still had XXXX hours to cancel if I couldn't resolve the issue. I refused to sign and asked that the paperwork be corrected before I signed. Freedom Mortgage called me and I told them that again did not receive my hard copy disclosures, and that the fees were almost triple to what was agreed on, they asked me if I was cancelling my application. I told that I wanted the fees that they agreed to and that was displayed on the 1st set of closing papers. They reiterated that I was cancelling the loan application. Then in XXXX they reported me as late to the credit agencies, dropping my scores by XXXX points. I called them and they admitted that they had made an error because of an escrow shortage. But there was never an escrow shortage because I never received any escrow refunds. I asked them to put a trace on the escrow checks. They verified that none were ever cashed. I became alarmed that Freedom was now showing my escrow was short and afraid that they would not pay my real estate taxes. So I paid the taxes and notified them that I had paid the taxes myself for XXXX. To date they have still not applied the missing escrow amounts, they continue to report me late to the credit agencies forcing my score even lower to prevent me from refinancing my loan and have neglected to reanalyze my escrow account and adjust it after the tax payment. Freedom Mortgage tried to force me into a predatory loan and when I refused, they retaliated by incorrectly reporting me to the credit agencies. I have been on bi-monthly mortgage autopayments since XX/XX/XXXX. Freedom Mortgage adjusts the amount of my payment accordingly as demonstrated by all previous incidents of payment adjustments. Freedom Mortgage changes the payment amounts based on their escrow analysis and then adjusts my payments. The account from which they draw if always funded and never short. Freedom Mortgage has damaged by credit rating, causing me monetary damages by denying me the opportunity to apply for credit with a higher credit score at a time when the interest rates were lower. My complaints have not yielded any resolutions, my money is still missing and has not been returned to my escrow accounts, and they continue to report me as late. Please note that I have notified the credit agencies of the error, sending them the documentation to prove that I have not been late with my payments to Freedom Mortgage. The credit agencies did remove the late payment but did not return my scores to what they were before the late payment report.
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| 09/04/2022 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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XX/XX/XXXX To Whom It May Concern : The purpose of this correspondence is to make you aware of a RESPA violation.
Our current loan is held by Freedom Mortgage, servicing company unknown. We have had many conflicts with Freedom Mortgage.
Today, we received our Mortgage Statement, statement date XX/XX/XXXX. On this statement, our escrow payment has taken an increase, but we were made unaware of such increase until now.
Freedom Mortgage has held our loan since XXXX, XXXX and it has been non-stop conflict with them since then.
We would like to request to have a complaint researched and answered by the CFPB, at the earliest opportunity to settle this pressing matter.
Grounds for our request are as follows : Regarding phone calls on XX/XX/XXXX XXXX. As per XXXX ( ID XXXX, Escalations Team ), Freedom Mortgage failed to run our Escrow Analysis in XXXX of XXXX. ( Since an escrow analysis should have been performed in regards to the loan buyout from XXXX XXXX, transferring to Freedom Mortgage. ) 2. When speaking with XXXX ( XXXX XXXX, Escalations Team ) regarding the RESPA violation, she put me on hold. We were disconnected, with no return phone call made.
3. Freedom Mortgage knew the payments that had been made XX/XX/XXXX and XX/XX/XXXX, and the current escrow analysis would have shown a deficit, if the report had been run either XX/XX/XXXX or XX/XX/XXXX.
4. Further, it is a gross misrepresentation for Freedom Mortgage to have an option on their automated system to speak with the escrow department, when in fact, the customers are not permitted to speak directly with the Escrow Department. In addition, it can be considered a bait and switch to inform the customer they are selecting that department, but in facto they are receiving Customer Service.
5. Three customer service representatives did not understand the problem at hand for the current and forecasted Escrow Account. This is a training oversight by Freedom Mortgage.
Regarding phone calls made XX/XX/XXXX 1. Spoke with XXXX XXXX XXXX XXXX XXXX, she was argumentative and did not understand mortgage escrow processes and procedures.
2. Spoke with XXXX with the Escalations Team, no ID givenshe also did not understand escrow account processes and regulations. Further, she misstated our mortgage escrow information, and then argued about it. When asking if we could make a payment to bring the escrow account into RESPA acceptable bounds, we were denied.
3. When speaking with XXXX, she suggested we should request an escrow analysis be runwhich we have requested prior to this phone call.
4. Three times, the escrow analysis has been requested and not received. We received screenshots of our current escrow account.
This gross oversight, and RESPA violation could have resulted in default on the part of the customer.
In our humble opinion, our account, along with all other loans acquired in XXXX of XXXX, should be researched and evaluated for any oversights by Freedom Mortgage and their affiliates.
The resolution we are requesting is to make one payment that brings the escrow account within RESPA boundaries, for the duration of the year. Once the escrow payment has been made, and the escrow account has the appropriate buffer, we request that our mortgage payment return to the previous payment ( $ XXXX ).
We appreciate your time and attention to this matter!
Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Veterans Affairs Home Loans Consumer Financial Protection Bureau Department of Financial Institutions, Kentucky Department of Financial Institutions, Indiana Department of Financial Institutions, XXXX XXXX XXXX
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| 04/21/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
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Web |
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Around XXXX of XXXX, my mortgage loan was acquired by Freedom Mortgage. During this process, an error occurred with my account balance which effected my payments. I constantly called Freedom Mortgage for months to see what could be done and for updates to be given to be. Every time, I was instructed to wait for a communication through the mail. This not only was during the pandemic, but a natural disaster ( hurricane ) that hit my area in XXXX of XXXX. Communication was very poor from the beginning. When I called customer service, no one could help me, and it took months of receiving incorrect balance statements and Freedom Mortgage having to re-run analysis checks on my account to remedy this issue. When I inquired about forbearance while speaking to a customer service representative on one of my many calls with them, I was told that I could file if I've experienced a loss of income. I told them this was not my concern as I was still employed at the time. They then told me to continue to look out for communication through the mail. By the time I received the corrected statements in XXXX of XXXX, Freedom Mortgage reported late payments to the credit bureaus for the months of XXXX, XXXX, XXXX, and XXXX of XXXX. I made multiple payments to the company from between the months of XXXX - XXXX of XXXX, including late fees that were added to the account.
I have been battling with efforts to have these marks removed from my credit report since the end of XXXX, constantly reaching out to Freedom Mortgage and filing disputes with the credit bureaus, even disputes that were filed by customer service reps within the company. Every time a dispute has been opened, FM reports the marks as accurate due to the payments not being received on the XXXX of the month during this time. No one has taken a look as to why this happened or even owned up to the mistakes made on their end ( multiple statements sent with incorrect balance summaries ).
I have been trying to get someone who could properly assess the issue, but to no avail. I have sent multiple emails to customer care and also the loss and mitigation department. No one has responded or replied to any of my emails. Recently on XX/XX/XXXX, I spoke to a rep from the loss and mitigation department that told me that the proof I sent ( checks on my bank statements I emailed to FM back in XXXX ) weren't enough to have someone assess the situation. They needed a copy of the checks, front and back, the bank statements, and a copy of my credit report. Why am I being told this now? Every time I speak to someone, I am given different instructions, yet, the marks still have not been removed from my report.
I inquired about the notes that have been kept since dealing with the issue, and it seems as though none of my concerns have been escalated by Freedom Mortgage. For example, none of my emails have been addressed, not even through the letters I've received in the mail. Also, a rep. that I've recently spoken to told me that 1 ) I should've been given a grace period of 3 months before making payments after my loan was acquired by the company and 2 ) I could have filed for forbearance even though I was still employed, but unfortunately, they can't retroactively submit a request for it now. As for having the marks removed from my credit report, I was told by another rep that I've missed the time period to have these marks removed. However, on their website, it says otherwise, and yet again, I was not informed of a deadline for FM to make corrections to credit reports.
I have constantly been misled by Freedom Mortgage reps on having this issue resolved, and I've tried to be cooperative.
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| 08/01/2021 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
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On or about XX/XX/2021 I was contacted by Mr. XXXX XXXX, Loan Officer NMLS # XXXX Corp NMLS # XXXX of Freedom Mortgage Corporation. We discussed a veterans cash out loan in which I would be serviced and was originally informed I would have several of my bills paid off in full and would get about {$25000.00} paid to me to do as we wished for home improvement, or what ever. I also would have to pay for my Termite inspection and my home appraisal out of my pocket, in which I did. I paid the {$300.00} for the Appraisal but also requested a copy of the home appraisal as soon as it was in, Mr XXXX XXXX said that would not be problem and he would do so, I said ok. However prior to me signing the final closing e-electronic documents to sign so the closing date could be set, we received a call on that Sunday morning about one week prior from a Freedom Mortgage rep Mr. XXXX I believe was his name stating that the closing date was set for XX/XX/2021 at XXXX and he stated where at the signing would take place, I said no problem. But just as we were about to end the call ( which by the way was early Sunday Morning about XXXX or XXXX ) I asked him what amount of cash or check would I be getting and he informed me that the amount would be about {$5800.00} and I asked was he sure because I was suppose to be getting about {$25000.00} and he said no the amount he sees is the {$5800.00} and I informed him that there was no way I was signing the agreement for that amount, so he stated he would cancel the closing date for XX/XX/2021, and I said ok I had to get back with Mr. XXXX because something was wrong with the closing amount. He said ok. After several hours after the call about the closing date I realized I hadn't actually signed the agreement papers to set up the closing date. So that Sunday evening I went on to my computer and noticed I hadn't even signed the documents to set up the final closing until the Sunday evening after my canceling the closing signing date. After consideration and a call to Mr XXXX on that Monday he said that after paying the bills I would only be receiving the $ XXXX.However I don't remember him saying that but since the paper work was in I said ok, so we can proceed with the closing and he said someone from closing would be call me in a couple of days, no one called all week which also allowed me more time to read over the contract which I also noticed was changed to a 25 year fixed instead of the 30 year fixed rate?? On XX/XX/2021 I called Freedom Mortgage and was connected to a Mr. XXXX XXXX Closing Rep who informed me he would call me back the next day XX/XX/2021 by XXXX to set up closing, no call, I called him and he said he was waiting to get a call back in 30 min, never got a call back and was delighted since everything stated by there loan officer Mr XXXX was not correct nor had I received my request for my refund of {$300.00} or my copy of the appraisal. I have called Mr. XXXX several times and emailed him for either or and never got a call back. But strangely about XX/XX/2021 another representative called requesting to set up another closing date and I informed her I wasn't interested in anything to do with again with Freedom and the next another rep called and stated they could lower my rates way down if I would consider taking a cash out loan with them, I informed him that Freedom use to be a very good company but after the deceitful practice they were trying to pull now made it impossible for me to do any further business with them. I'm sorry this has come to this complaint when all I ever wanted was my appraisal fee of {$300.00} or at least a copy of my appraisal given to me. Thank You
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| 07/23/2020 |
Yes |
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Web |
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My wife and I have been trying to refinance our FHA since XXXX of 2020, during the course of the last several months we have been passed along to various members of the Freedom Mortgage staff, many of whom have provided conflicting or erroneous information. We have previously filed a complaint with the New York State Department of Financial Services. We have reason to believe that we are being discriminated against. Each time we speak with a representative from Freedom, we are told that we will need a larger amount of money to close the loan, upwards of {$10000.00} when we were originally told that we would likely only pay taxes if the loan date was extended. We have requested on several occasions to speak to management, but the staff refuses to allow us to speak to management. Over the course of the last two days ( two and a half months into the loan process ), we were told that our application had to be re-started and that it would take another several weeks to do so. This information came from the " Operations '' department, once we reached back out to the Customer Service Department, we were told that they did not know why the loan had proceeded so far because it was incomplete. Customer Service told us via email that they would " cover all costs '' asssumingly due to the bad experience we've had ; however, this morning we received in the mail, closing documents with a return envelopment. I immediately emailed customer service and copied in the operations contact and asked about the closing documents, but no one responded. I then followed up with a late day phone call and was told that they weren't sure who sent the documents and why they were sent. I requested to speak to management to escalate the issue but was told that there was " no one available. '' I requested the email and contact details of the CEO. The Freedom Mortgage representative became irate and refused to provide me with the contact details until I assisted again. Right now we have a full closing packet with no explanation of whether or not they are valid or if they relate to the old loan or the new loan they said they needed to start. We are very nervous and afraid that we have no one to talk to. The reason we decided to refinance is because our taxes have increased and the mortgage is not unmanageable. Also, we had originally requested to take a HELOC, but Freedom Mortgage told us that they did not have the staff to handle the application and advised us to go with a refinance, which we obviously did. On numerous occasions we have received late night emails stating that staff working on our loan had left the office and were unable to work on our loan due to personal matters and sickness. Most recently, we were told someone left the office with a XXXX XXXX and on another occasion were told that a family member was dealing with XXXX XXXX XXXX. We have received several empty promises. There appears to be no escalation process at Freedom Mortgage. The staff at Freedom Mortgage has been very inconsiderate and unapologetic. My wife and I are very concerned at this point. We do not know the status of our loan and we fear that we will be retaliated against for making several complaints. We vocalized our frustrated over the phone and asked that our complaints be logged. We need help from the CFPB and guidance around where we can go. At this point we no longer feel comfortable conducting business with Freedom Mortgage. We are desperately seeking help and guidance from the CFPB as we understand Freedom Mortgage has faced discrimination claims in the passed and has also recently settled a claim of discrimination around their practices.
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| 12/28/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I bought a new home XXXX XXXX and XX/XX/XXXX XXXX I received an adjusted Mortgage Payment bill. I am aware that the taxes are estimated and that I would get an adjusted bill. I went on to the XXXX County Treasures site to get my new Tax Amount. I added that to my Principal and Interest and Insurance and came up with the correct adjusted payment ( {$1900.00} ) this is what I sent in for payment. The OLD PAYMENT was {$1900.00}. Merely a {$33.00} difference. They sent me a Mortgage Payment bill for {$2100.00} ( THAT WAS NOT CORRECT ) So why would I pay that amount? I called several times to speak to someone in escrow about the adjustment. I was asked to send over a copy of the XXXX County Treasurers page showing the new taxes. I emailed through their site and I mailed a hard copy. As I have enclosed, it is VERY CLEAR what my new payment should be. Since Principal and Interest DONT CHANGE and my INSURANCE is the same. The only thing different is TAXES. So I added the adjusted taxes. It is laid out on paper with different colors and an explanation and supporting documentation. But no one received it that could address it and rectify.
I also noticed that my TAXES were not paid correctly. As of XX/XX/XXXXXXXX I had an OUTSTANDING AMOUT DUE OF {$1000.00}. The amount due was {$1600.00} and only {$610.00} was paid. As of XX/XX/XXXXXXXX The OUTSTANDING AMOUNT was NOW {$1000.00} because a Late Fee of {$40.00} was added to the {$1000.00} for a total of {$1000.00} In addition my NEXT INSTALLMENT was due on XXXX/XXXXXXXX for {$1600.00} and it was also PAID LATE on XX/XX/XXXXXXXX I had called the lender to plead with them to pay and bring me current. There was plenty of money in my impound account.
Then in XXXX I get another adjusted Mortgage Payment bill. It now has included my " Builders Assessment Fee '' on it. I have been paying my " Builders Assessment Fee '' directly through the coupon book that was sent to me. In fact, I paid ahead of time until XX/XX/XXXX. I put 50 % down payment on my home. An IMPOUND ACCOUNT WAS VOLUNTARY. I authorized Tax and Insurance ONLY. I spoke to many customer service people about all the above issues and told them to REMOVE the " Builders Assessment Fee '' NO ONE knew what to do. I emailed and physically send a 22 page letter and supporting documentation to address everything.
I received a call from XXXX telling me that I was late on my payment and I was reported to the Credit Bureau. WHAT????? My check was cashed " On Time '' XXXX said because it was not the amount they asked for, they cashed check, but DID NOT POST check. OMG, I have perfect credit and I always pay in full and on time. This is NOT FAIR. I have tried to rectify this issue with many many phone calls, emails and direct mail. XXXX told me, It would help the situation if I paid the figure they had originally sent me to bring it current. So I paid the difference for XXXX and paid XXXX on the phone. So I could be caught up in their eyes and then I would fight to get the over payment back later.
I received a letter saying that the " Builders Assessment Fee '' Must be paid through my Mortgage Payment. What?????? I called AGAIN!!! about this issue and I was told, the only thing I could do is REMOVE THE IMPOUND ACCOUNT all together. So, I said OK. I left a voice mail and I REQUESTED IT IN WRITING. I then get a letter telling me, because I have a LATE PAYMENT and that my impound account is short. I CAN NOT REMOVE THE IMPOUND ACCOUNT. Why would my impound account need to be fully funded if I am removing it? OMG, I am freaking out. This makes NO SENSE. I CAN NOT SEEM TO SPEAK TO A SANE PERSON. PLEASE HELP ME!!!!
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| 02/08/2017 |
Yes |
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- Application, originator, mortgage broker
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Web |
Older American |
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SINCE XXXX AND FREEDOM MORTGAGE NEED A REFRESHER COURSE ON LAWS AND COMPLIANCE ... HERE IS IS.
XXXX CONFIRMED THAT LOAN FRAUD AND EMBEZZLEMENT OF ESCROW ARE ILLEGAL AND IF PROVEN, THE LOAN WOULD BE FORGIVEN FREEDOM MORTGAGE AND XXXX HAVE BOTH CONFIRMED FRAUD AND EMBEZZLEMENT IN ADDITION TO NUMEROUS OTHER ISSUES BEYOND THAT, BUT THOSE OTHER ISSUES ARE NOT NEEDED BECAUSE FRAUD IS ALREADY PROVEN AND ADMITTED.
XXXX PROMISED TO CANCEL THE LOAN IN XX/XX/XXXX ONCE WE CONFIRMED WHAT I ALREADY KNEW FROM MY RESEARCH AND FILES ... FREEDOM MORTGAGE WAS GUILTY OF NUMEROUS CRIMINAL ACTS AND NUMEROUS ATTEMPTS TO STEAL A HOME ILLEGALLY USING FRAUD AND DECEPTION.
FREEDOM MORTGAGE MAY NO LONGER HAVE AN INTEREST IN THE LOAN, BUT THAT DOES NOT CHANGE THE LAWS OR THE COMPLIANCE REGULATIONS. FREEDOM MORTGAGE ADMITTED THEY SOLD A FRAUDULENT LOAN., XXXX ADMITTED THEY PURCHASED IT. IN A XXXX PURCHASE OR A COMPANY PIRCHASE, THE BUYER IS RESPONSIBLE FOR ALL ASSETS AND LIABILITIES.
I WILL ALSO STATE THAT IF FREEDOM MORTGAGE HAS NO INTEREST AT THIS POINT, THEIR OPINIONS ON " HOW THINGS HAPPENED '' IS ALSO TOTALLY INADMISSABLE AS EVIDENCE AND XXXX IS FULLY AWARE OF THIS FACT BUT HAS IGNORED IT BECAUSE THEIR ENTIRE SYSTEM IS A FRAUD.
ILLEGAL FEES, ILLEGAL INSPECTIONS, ILLEGAL FORECLOSURES, FALSE STATEMENTS, LYING ON THE PHONE, FAILING TO MAIL STATEMENTS, MISLEADING CONSUMER VERBALLY WHILE TAKING PAYMENTS AND MORE ARE STANDARD PROCEDURE.
THE CUSTOMER SERVICE STAFF AT XXXX SEEMS TO BE OPERATING AT AN XXXX GRADE EDUCATION LEVEL. THEY ARE TAUGHT HOW TO COMMIT CRIME AND THEY HAVE NO CLUE ON COMPLIANCE, LAWS OR ETHICS.
BACK TO THE CASE AT HAND. FREEDOM CONFIRMED CRIME AND THEY HAVE NO INTEREST OR OPINION TO GIVE. THE PAPER TRAIL SAYS CRIMINAL FRAUD. THIS HAS BEEN PROVEN AND CONFIRMED.
FREEDOM MORTGAGE AND XXXX CONTINUE TO LIE TO THE XXXX GOVERNMENT AS PART OF AN ORGANIZED PONZI SCHEME AND RACKETEERING SCAM. FREEDOM MORTGAGE AND FORTRESS INVESTMENTS WILL NOW BE REPORTED TO THE SEC FOR ENGAGING IN CRIMINAL FRAUD AND ATTEMPTING TO HIDE IT USING DECEPTION ... AFTER XXXX GAVE YET ANOTHER FALSE, DECEPTIVE AND ILLEGAL RESPONSE TO THE CFPB TODAY REGARDING THE CRIMES SHE ALREADY ADMITTED THE PROFITS THESE COMPANIES ARE POSTING ARE NOT ACCURATE ... THEY ARE HIDING LOSSES USING CRIME. THEY ARE HIDING CRIME BY MOVING OLD MONEY ALONG WHILE TAKING NEW MONEY IN AND GENERATING PROFITS WITH ILLEGAL FEES, ILLEGAL PRACTICES ANDFALSE ACCOUNTING WHILE INTENTIONALLY DEFRAUDING THE XXXX GOVERNMENT IN A NEW TYPE OF XXXX SCHEME FED BY A DEFRAUDED INSURANCE INDUSTRY Freedom Mortgage/Roseannne XXXX alreadyADMITTED every crime and confirmed they all occurred ... .. IN WRITING.
They tried to sugar coat it with " the crimes were all accidents '' which was insulting to all of us involved, and XXXX have ran with this ignorant excuse to protect their purchase of a fraudulent loan. The crime is systematic. The entire system connecting these XXXX
XXXX is a deceptive, dishonest and disgusting person, but that 's not the issue here. The issue is that this dishonest, deceptive, disgusting person is profiting from a life of crime and lies. She is hiding crime and taking profits where losses should occur, which I will be reporting to the SEC. INVESTOR FRAUD IS ILLEGAL ... She is running a XXXX scheme. Write bad loans and sell them to hide the crime. It 's a very common scam in this industry void of souls, compassion and honesty.
LOAN ORIGINATION FRAUD WAS CONFRIMED EMBEZZLEMENT WAS CONFIRMED FRAUD WAS CONFRIMED MAILING FALSE SATEMENTS USING XXXX MAIL IS CONFIRMED ALL OF THIS WAS CONFIRMED BY XXXX XXXX WE WILL CONTINUE AND EXPAND THE PROSECUTION.
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| 10/17/2023 |
Yes |
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- Struggling to pay mortgage
- Foreclosure
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Web |
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We are facing a foreclosure auction on our home on XX/XX/XXXX and are looking for help to fix the missed payments. We first struggled with this loan due to XXXX in XXXX which led to income loss and when we contacted Freedom they offered a XXXX month forbearance. However, after the forbearance Freedom Mortgage did not provide a plan or an option to defer or recapitalize those payments and we had to pay extra each month to get caught up on the mortgage. We paid as agreed until a few months ago when my husbands XXXX became so serious that he was unable to work for several months which led to us missing the mortgage payment in XXXX. We tried to make partial payments and get caught up but it was not possible. Now XXXX is refusing to accept payments from XXXX and telling us we need to pay {$8400.00} in XXXX payment to catch up the mortgage otherwise you foreclose. I have owned this house since XXXX and it is home to XXXX and I and XXXX children ages XXXX and XXXX. We do not want to lose our home and urge Freedom to provide options through HUD programs to help us get caught up on the past due payments. XXXX is back to work full time and our hardship is resolved.
We have always paid our mortgage on time until we were impacted by XXXX. XXXX works in remodeling and construction and when the pandemic hit his income dropped. We hung on as long as we could until we asked for help in XXXX from Freedom. We appreciated that we were offered a XXXX month forbearance and ended up making extra amounts in our payments to pay back those payments that had been set aside. I have now been made aware that since we have an FHA government backed loan that Freedom was required to offer us a forbearance if impacted by XXXX. This program was to stay in place as long as we were in a hardship and could have been extended to 6 months, 12 months or even 18 months. After the forbearance ended XXXX was required to come up with a plan to address the delinquent payments that did not include full reinstatement. We were only offered a XXXX month forbearance and even though our hardship was not over, we resumed payments and actually paid extra to catch up on the delinquent amount. I feel that if Freedom had complied with the government guidelines and allowed us to stay in the forbearance for a longer period of time ( our hardship was not resolved when we resumed payments ) and given us a different option to address the payments that were set aside we would be in a different place.
In XX/XX/XXXX XXXX XXXX got worse and he was not able to work. He has been granted partial XXXX benefits through XXXX due to this condition. We tried to get caught up on the mortgage but it became a situation where I had to choose between paying for food and electricity or keeping up with the mortgage. I contacted Freedom to ask if we could be considered for another forbearance or assistance options. I was told that there XXXX be options but that I needed to go through a rigorous process in order to be considered. I was overwhelmed with my husbands illness and making sure the lights stayed on and when I tried to speak again with their agents about getting help and applying it was very confusing and I thought it would be easier to just start paying back extra on the mortgage like we did during XXXX. When I tried to call in to make payments I was told that they would only accept the full past due balance. Next thing I knew there was a sale date.
XXXX has been back to work for XXXX months now and we are in a stronger place and our hardship is resolved. The problem is that we do not have {$8400.00} to pay to Freedom to stop the foreclosure auction.
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| 07/24/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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|
Web |
Older American, Servicemember |
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XX/XX/2023 Consumer Financial Protection Bureau Subject : Complaint against Freedom Mortgage - Refund of Application Fee I am writing to file a formal complaint against Freedom Mortgage regarding a mortgage refinance loan application I initiated with them. As an XXXX customer who has been with Freedom Mortgage for over 14 years, I am deeply disappointed and concerned about the treatment I received during this process. I believe I may have been subjected to unfair and deceptive practices, possibly due to my age and relative lack of knowledge in mortgage refinancing.
In early XXXX, I decided to explore refinancing options to take advantage of the lower interest rates prevailing in the market. After careful consideration, I chose Freedom Mortgage and paid an application fee of {$240.00} to process the loan application. However, to my dismay, the situation took an unexpected turn when Freedom Mortgage modified the original estimate they provided.
The changes made by Freedom Mortgage included a higher interest rate, increased monthly payment, and higher closing costs compared to their initial estimate. This alteration effectively increased the overall cost of the loan, making it less favorable for me as a borrower. Under such circumstances, I was left with no choice but to withdraw my application in order to protect my financial interests.
Following my withdrawal, I reached out to Freedom Mortgage to request a refund of the application fee, considering the significant changes they had made to the original terms. Unfortunately, I was met with a refusal to refund the fee, citing company policy and 'industry standard ' as the reasons for their decision. This response not only left me financially burdened but also left me feeling disregarded and undervalued as a loyal customer of many years.
In contrast, during the same time frame, I had initiated a similar application with XXXX XXXX. However, when faced with a similar situation of changing terms, XXXX XXXX promptly and responsibly refunded their application fee of {$500.00}. This demonstrates that it is indeed possible to treat customers with respect and fairness, especially when circumstances warrant such actions.
Given the circumstances, I feel compelled to believe that I might be the victim of a deceptive bait-and-switch tactic or even predatory lending practices. While I acknowledge that Freedom Mortgage would deny such accusations, the evidence is difficult to ignore. As an elderly individual, I trust that my financial institution would treat me with fairness, honesty, and transparency.
I am requesting the Consumer Financial Protection Bureau 's intervention to ensure that Freedom Mortgage addresses this matter appropriately, and fairly. My desired resolution is straightforward and just - I request Freedom Mortgage to follow the lead of XXXX XXXX and refund the application fee of {$240.00} that I paid. This action would serve as a show of good faith, and a demonstration of fair treatment of an elderly and loyal customer.
I appreciate the Consumer Financial Protection Bureau 's commitment to protecting elderly consumers from unfair practices, and ensuring financial institutions adhere to the highest standards of fair and ethical conduct. Your assistance in resolving this matter would be deeply appreciated.
Thank you for your attention to this complaint. I am attaching copies of relevant documents, including the original estimate provided by Freedom Mortgage and evidence of payment of the application fee, for your reference. Please feel free to contact me if any additional information is required.
Respectfully submitted,
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| 12/20/2023 |
Yes |
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- Struggling to pay mortgage
- Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
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Web |
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-Contacted Freedom Mortgage early on- I initially contacted Freedom Mortgage in early XXXX I received a notice from the XXXX Tax & revenue Office about outstanding taxes. My mortgage went from {$3900.00} to almost XXXX XXXX which I am not able to afford. Research revealed that there were code violations from the previous owner. Just for background, my house is a historic home thats over XXXX XXXX XXXX and the previous owner has 30+ years of deferred maintenance. XXXX XXXX cited violations for the previous owner which is now showing on my tax bill. I contacted the title attorney and insurance company, and there is an ongoing complaint and possible legal action to remove these fines completely since those violations and fines should have been paid at settlement. XXXXXXXX referred me to a tax advocate ( XXXX XXXX ) who Ive been working with diligently to correct the matter. I contacted Freedom Mortgage to alert them to the issue at hand. I was proactive in alerting Freedom Mortgage to this issue. I am overall demoralized and exhausted which further stresses my economic hardship. The tax bill is outrageous and no reasonable person should have to deal with this in their first year of homeownership.
-I never received a response to my hardship forbearance request - Records will show that I contacted Freedom Mortgage early on. I logged on to pay my mortgage and saw a link that offered financial assistance. I was taken to another website and filled out the application and did not receive a receipt or response so I called in. When I called I would always receive many conflicting responses to my situation and no further instructions advising me of my options and I found the process to be vague. Each week I called they would say my application was pending and the decision was under review. They never told me that they issued a formal response, and I did not receive any notice by mail or online. In fact, there are 5 returned mail notifications in the Freedom Mortgage portal. XXXX XXXX XXXX XXXX XXXX. I became frustrated and browsed all over the website and finally found the portal with notifications. I spoke with 3 customer service reps and 2 supervisors and no one informed me.
-Conflicting contents of the letters - I eventually found returned mail and denial letters in the portal. This was my first time seeing those letters after calling persistently for status updates to my hardship request. The letters themselves are conflicting. There are multiple denial letters which show that I indeed responded. The 1st denial letter dated XX/XX/XXXX states that I was not eligible for a formal forbearance because 100 % of my calculated surplus income is not sufficient to cure the arrearage on my account for 6 months. This defeats the entire purpose of a forbearance request for a hardship so it is very misleading and does not address my particular tax issue.
The second denial letter dated XX/XX/XXXX excludes the forbearance option completely and only says I am eligible for a partial claim, which in my case doesnt make sense. Once the taxes are forgiven the claim wouldnt exist anymore. I feel my case was ignored and delayed just to deny me when I never received a notice of my rights they offered no solutions to my problems. My rights as homeowner are not being respected and they are steering me to programs beneficial to them and not to programs beneficial to the homeowner. Freedom Mortgage intentionally delayed their responses and made it further obscure to find the hardship application all while giving me conflicting answers on the phone. This is essentially a wild goose chase meant to waste my time.
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| 01/04/2021 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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|
Web |
Servicemember |
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On XX/XX/XXXX, I applied for a VA mortgage with Freedom Mortgage Corporation through XXXX XXXX XXXX XXXX with a projected closing date of XX/XX/XXXX. At the time of application, I made clear that I am currently XXXX XXXX XXXX living in XXXX and will be retiring and moving to XXXX for my retirement location/home of selection.
I originally planned to retire in XX/XX/XXXX ( see Occupancy Letter 1 ) ; however, I was notified that Freedom Mortgage did not consider my occupancy letter sufficient to grant the loan and they needed a copy of my retirement orders. Because the military will not approve retirement more than 12 months in advance, I had to move up my retirement date to XX/XX/XXXX. Knowing that I would apply for a retirement date of XX/XX/XXXX, I produced Occupancy Letter 2, which indicates I will occupy the property in XX/XX/XXXX by participating in the SkillBridge program, which allows separating/retiring members to XXXX up to 180 days prior to separation/retirement date.
Once I was able to submit for and gain approval for retirement, I sent the copy of my official retirement orders to Freedom Mortgage on XX/XX/XXXX. I was told by XXXX XXXX at XXXX XXXX XXXX XXXX XXXX that Freedom Mortgage was still processing my application and there were questions regarding the date I would occupy the property. In order to show that I will be in Minnesota in XX/XX/XXXX, I sent Freedom Mortgage a copy of my SkillBridge approval ( dated XX/XX/XXXX ) and my paperwork to move my household goods to Minnesota ( dated XX/XX/XXXX ). At this point the company has my occupancy letter, retirement orders, SkillBridge approval documents, and household goods shipment request.
On XX/XX/XXXX, I was notified by XXXX XXXX that Freedom Mortgage was likely going to deny my application for a VA loan because I was not going to occupy the property within 60 days of closing. I spoke with a representative at the XXXX XXXX XXXX XXXX XXXX XXXX in XXXX and verified that an individual can delay occupancy to more than 60 days if there is a set time in the future in which they will occupy it ( XX/XX/XXXX XXXX and there is an event that allows this to happen ( SkillBridge, retirement ). Additionally, there is also a provision for retiring military members that allows the loan if the retirement date is within 12 months of closing. I provided the text from the VA underwriting guidelines as it pertains to both income requirements and occupancy requirements to XXXX XXXX, who subsequently provided it to XXXX XXXX at Freedom Mortgage, on XX/XX/XXXX.
On XX/XX/XXXX, XXXX XXXX notified me that Freedom Mortgage was going to deny my loan application because I was not going to occupy the home within 60 days of closing. On XX/XX/XXXX, I received official notification from Freedom Mortgage stating they denied my request for a mortgage loan because they were unable to verify residence.
Frankly I question if this is a form of discrimination, since my VA loan application was clearly within VA underwriting guidelines, yet the company denied me credit because I live in one state and will be retiring in a different state. I have no credit issues and there were no other reasons listed for the denial.
I attempted to contact Freedom Mortgage by calling their customer service number and the associate said my loan number did not register and after approximately 30 minutes of back-and-forth she still was unable to find anyone she could connect me to in order to file a complaint. Since I could not find another avenue to file a grievance, I also reached out to Freedom Mortgage 's CEO, XXXX XXXX, via XXXX but did not receive any response.
|
| 09/06/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
- Foreclosure
|
|
Web |
|
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I am now facing a foreclosure sale on a house that has been owned by our family for over 20 years due to the obstruction and questionable conduct of the mortgage company, Freedom Mortgage. The sale is set for XX/XX/XXXX. I am the rightful heir and owner of the property and this has been documented and established through probate court. The issue is that Freedom Mortgage refuses to speak with me or engage to discuss the situation with the delinquent payments, which were due to an oversight and the closing of an account, not due to inability to pay. When I spoke with the law firm in order to try and resolve the matter and pay back the late payments, I found out that they had doubled the amount owed from {$7000.00} to over {$15000.00} and I could not meet that threshold. Although I have a large portion of that money, no one at the law firm or Freedom will consider or even talk about options. I find this difficult to believe and feel that this is not only morally wrong, it is quite possibly illegal.
My father in law XXXX XXXX XXXX refinanced into this loan through XXXX XXXX in XXXX. When he passed away in XXXX my husband started making the payments on the mortgage loan and the house was inherited by him. The payments were set to automatically come out of his savings account. The payments were made as agreed every month. I lost my brother in XX/XX/XXXX and then incredibly my husband passed away in XX/XX/XXXX. I was devastated as we have XXXX young daughters and attempted to focus on taking care of my family and trying to get through this difficult time. Although I missed time at work the mortgage continued to be paid as agreed every month through my deceased husband 's savings account and there was no problem. After my husband passed the home was willed to me and I went through the probate process and have the legal documentation that I am the rightful owner of the home.
In XX/XX/XXXX XXXX XXXX closed my deceased husband 's savings account and sent me a check for the balance. They did not notify me what was going on, they did not suggest that I add my name on to the account, they just closed it and cashed it out. I was still very distraught and trying to raise my girls and had major home repairs going on and I did not realize that this was the account that the mortgage was being paid from. I began receiving written notices from Freedom a couple months later but I assumed it was just statements or information on the escrow account etc. and did not realize that the payments were not being made. Then Freedom filed a notice of default in XXXX, even though we had paid every payment as agreed for 5 plus years ... ... ... ... ... no courtesy call, no offer to work with me, just pay up or get out.
Once I became aware of the situation I immediately tried to contact them to discuss the issue but no one at Freedom would speak with me regarding the home of which I am rightful owner. They would tell me that I am not authorized to speak with them regarding the mortgage since I am not the borrower. When I told them that the borrower is deceased and that I am the rightful heir and owner they would just make an excuse and cut me off. I could not make any progress with their customer service department.
I was referred to a local law firm who is supposedly handling the foreclosure sale. I contacted them to pay the past due balance of {$7000.00}. However, when I spoke with them they told me that the amount owed had doubled, because of late fees, legal fees, junk fees and who knows what else. Now I would need to bring in close to {$15000.00} in order to pay back the missed payments.
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| 02/02/2019 |
Yes |
|
- Struggling to pay mortgage
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|
Web |
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I'm filing a complaint on my mortgage company Freedom Mortgage due to the fact that I continuously receive miscommunication regarding my loss mitigation application for several months now. It seems as though freedom mortgage refuses to mark my application as complete to review my FHA loan for loss mitigation foreclosure prevention options that may be available to me as a consumer. Im going through a hardship due to a reduction of income Ive sent Freedom mortgage several months of financial documentation and continued to be asked for another letter of explanation signed and dated. Freedom mortgage encourage me to apply for loss mitigation assistance when I advised the reason my payments fell behind however Freedom mortgage deliberately continues to delay my application to collect more fees and force me to foreclosure. I have never been contacted by any point of contact from Freedom mortgage regarding my loss mitigation application and have made several phone calls and have not received any call backs, so customer service advise I call 1-2 weekly to check the status of my loss mitigation application.
When I submitted my application with freedom it took several weeks just to even get clarification on what I needed to correct on my application finally after submitted all documentation made all necessary corrections. I received a letter dated XX/XX/XXXX stating my application was facially complete as of XX/XX/XXXX and a final decision is expected to be communicated within the next 30 days. So I wait patiently and continue to call multiple times weekly regarding my application. Called XX/XX/XXXX was advised the underwriter is now requesting another two months bank statements, another thirty days pay stubs, and another letter of explanation signed and dated. All documentation was sent to them promptly via email on XX/XX/XXXX. Days later I then received a letter in the mail dated XX/XX/XXXX stating my application is incomplete the underwriter needs another month of pay stubs and letter a explanation signed and dated, nothing about bank statements. After I sent the additional documentation requested I receive another letter in the mail dated XX/XX/XXXX saying again my application is again facially complete as of XX/XX/XXXX a decision is expected to be communicated within 30 days. Waiting for a complete letter calling weekly I now get another letter dated XX/XX/XXXX saying my application is again incomplete and it order to complete my review Freedom mortgage is requesting another letter of explanation signed and dated. This letter was very disturbing, this would have been the fourth letter I sent to them with a signed and date letter of explanation of my hardship. I immediately signed and dated another letter of explanation as requested via email on XX/XX/XXXX. I received another letter dated XX/XX/XXXX that as of XX/XX/XXXX my application is again facially complete this would be the third time in three months. This has been a long process as they refuse to complete my application which seems to be delayed to collect fees and other charges such as inspector fees. Recently I called again to check on my application on XX/XX/XXXX and im being told per FHA freedom mortgage needs a letter from my employer saying my hours have been reduced which shows on the pay stubs already sent. The customer service mentioned he didn't know why the underwriter would even ask for that when it shows a reduction on pay stubs. Please investigate my complaint as Freedom mortgage inability to service my loan, Freedom mortgage refuses to review my loss mitigation application to prevent foreclosure.
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| 09/07/2022 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
Servicemember |
|
My mortgage company is Freedom Mortgage.
On XX/XX/XXXX, I applied for covid 19 Mortgage forbearance due to reduce of income, process went through correctly, I was able to pause my mortgage for 6 months, On XX/XX/XXXX, I use my mortgage website to submit a request for an additional 6 Month of extension, and bring the expiration date to XXXX XX/XX/XXXX.
I called the mortgage company on XXXX XX/XX/XXXX, and request information in way to exit forbearance, I was told by the representative that my Portal claim is already approved, and just want for the total due amount to reset back to normal, then I can start making normal month payment as before.
After 2 months of patiently waited, I called the mortgage company and asked about it, then I was told that my account was delinquent with no action token after forbearance. After spoke with at lease 3 different people, no one can tell me what happened, and just told me that I need to submit supporting documents in order to get review, I refused and asked why do I need to provide those documents while I already have a partial claim, they did not have an answer for me, and told me that they will note it and do some research on it.
I then finally ran out of patient as no one could tall me exactly what happened, I requested to speak to the supervisor directly. When I did, the supervisor informed me that my partial claim was cancelled due to the extension of my forbearance. Base on what the supervisor told me, and I have to come up with my conclusion, as the supervisor is trying not to tell me directly that they messed up.
Here is my own conclusion, Someone ( not me ) exited my forbearance for me without my authorization, and make the expiration date on XXXX instead of the end of XXXX like it should be. I realized that on XXXX and called the mortgage company and asked why, I was informed at the time that the exit of forbearance was mistakenly submitted ( I did not request it ), but the rep told me that they can fix it for me, but instead of making the expiration date back to XX/XX/XXXX like it should be, they gave me another 6-month extension with the new expiration date as XXXX XXXX.
I guess the partial claim was submitted for only from XX/XX/XXXX to XX/XX/XXXX, I never got to see the partial claim, when it got submitted, approved, or cancelled, thats why I can only guess. None of these transactions were show in my account portal or getting any mails regarding that.
Now the mortgage company told me that there is no other option for me to take other than mortgage modification which will significantly increase my interest rate, and making these much harder for me to keep the property. I asked if I can still take the VA partial claim option since I was always staying on top of my account, but due to the fact that I was getting wrong information and time ran out while I was expecting that my account is approved for all the process and just need to be applied to my account. I asked them to submit the VA partial claim as they deadline is XXXX XX/XX/XXXX, Mortgage company refused and claim that the deadline has already past, I request them to confirm with the VA Mortgage department, they refused and insist than they were correct with the deadline and requirement.
Moving forward, I can not change whats already happened, but I would like to get an option that I can afford and get back on track with my payment. While assuming all the information on https : //www.benefits.va.gov/HOMELOANS/partial_claim.asp are correct, my mortgage company just refuse to help me.
Therefore, I am hoping to have some help from a 3rd party entity.
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| 10/20/2018 |
Yes |
|
- Trouble during payment process
|
|
Web |
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Dear BCFP, This complaint is in regards to the recently transferred investor of my loan, Freedom Mortgage Company which holds my FHA loan that was opened originally with LoanCare on XX/XX/XXXX. The following events have severly impacted my finances, lifestlye and credit score and taking away my ability to refinance with an ethical and legitimate lender that operates within the federal laws of the US. Freedom mortgage has completely failed to provide timely and understandable information that is imperative to making responsible decisions regarding my finances and busines ' especially when I have never been late on my mortgage payment in 6 years with another investor.
XX/XX/XXXX is when the issues began. I made a mortgage payment of {$1000.00} on XX/XX/XXXX. However my bank account was charged again on XX/XX/XXXX for another {$1000.00}. The second charge on XX/XX/XXXX was returned to my bank minus transaction fees but the one taken out on XX/XX/XXXX, was not.
I recieved a letter in the mail via USPS from FMC issuing a confirmaition # for the payment on XX/XX/XXXX of the full XXXX XXXX dated XX/XX/XXXX. I did not receive any other contacts or notifications from Freedom mortgage company until XX/XX/XXXX. I received a phone call from FMC stating that they have not received XX/XX/XXXX payment, that they had reported me to the credit bureaus as being 30 days late and in default on my mortgage, which come to find out had resulted in a credit score decrease of over 100 points. I have contacted Freedom mortgage company nine separate times via phone and email, as well as recorded every conversation to make sure that I had all the information at hand when needed. I sent over 5 different responses to their request for documents showing this payment history and events in my bank account. Freedom mortgage company refuses to provide me any explanation and/or proof that they did or did not recieve any payment for XX/XX/XXXX in which case, where I see it, they already have an extra payment that should be XX/XX/XXXX full mortgage payment. So technically my next payment is due XX/XX/XXXX.
My several phone calls to Freedom mortgage customer service departments has resulted in no progress or information regarding the incorrect credit reporting and incorrect status placed on my mortgage.
I was told by customer service there was a ticket created rectifying the payment issues of XX/XX/XXXX and they set a completion due date of XX/XX/XXXX and then pushed it back to XX/XX/XXXX. FMC did not contact me on XX/XX/XXXX or make any attempts, which they openly admited. Today, XX/XX/XXXX FMC informed me the ticket/work order on my account was actually closed on XX/XX/XXXX, with no notification to me whatsoever. They also informed me that the payment I made in XX/XX/XXXX that was applied to XX/XX/XXXX payment had been received however the payment that was taken out on XX/XX/XXXX still has not been returned, collected, or applied to my mortgage account. In which case, our XX/XX/XXXX payment has not been made yet because as of XX/XX/XXXX, we have now paid Freedom Mortgage {$2100.00} and only {$1100.00} has been applied to our account. I'm hoping you can help me resolve this if not I am covering my bases by making another mortgage payment on Monday XX/XX/XXXX for the full {$1100.00} plus any fees they decide to attach which by the way they are holding a portion of the payment I made on XX/XX/XXXX for XX/XX/XXXX payment just in case we don't make XX/XX/XXXX payment. To me, this is extortion and I won't stand for it. My next step will be seeking legal counsel if this issue can't be resolved.
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| 10/05/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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My wife and I bought our home in XX/XX/XXXX. Our lender was XXXX XXXX XXXX at that time. Last year they were bought out by Freedom Mortgage, and ever since then we have had nothing but hardships and trouble. First, they kept mailing me letters and calling me non stop about refinancing, telling me they can get us a better interest rate and lower monthly payment. So we decided to try it out finally. My last job put me in a financial rut that I 've been trying to get out of, so we planned on doing a cash out refi to pay off all our debt so we only had our mortgage to worry about monthly. Well after being strung along for months assuring us the refi will work no problem, all of a sudden the " ratios would n't work ''. We needed to pay down some of our debt to make the ratios work. We had no money to pay down debt, so they told us to borrow from family and we could just pay them back with cash from our equity after the refi goes through. So I borrowed $ XXXX from my parents. A few weeks later, " oh the ratios still wont work ''. They said that my wife needs to show more income. She is a commission based hair stylist, so she is a XXXX self employed, so Freedom Mortgage said she needs to do her taxes a certain way so that it shows she made at least $ XXXX in XX/XX/XXXX. So since she used no write offs, when we filed the taxes she now owes over $ XXXX to the IRS on top of what she already owes from XX/XX/XXXX, and Freedom Mortgage said well you can just pull that $ XXXX from your cash out refi and pay it off in full ...
Guess what? .... " Ratios still wont work, your debt is still too high ''. I finally started looking into our credit reports on my own to see what XXXX was happening. I downloaded the credit karma app on my phone and I found that somehow, mysteriously, a XXXX home loan was sitting on my credit. My wife 's credit only showed $ XXXX to Freedom Mortgage, when my personal credit report showed $ XXXX with XXXX XXXX, and another loan for $ XXXX with Freedom Mortgage.
Its no wonder our refi fell apart, because they never paid and closed my first mortgage account and nobody could see that on my credit score??? But I was able to find it on my own? This is a perfect example of Predatory Lending Practices. Because of this, my wife and I are now over $ XXXX more in debt to the IRS and paying back family.
On top of this, a month ago my mortgage payment increased by {$450.00} because our impound account came up negative due to shortage in impound account payments. Our mortgage payment has been the same since we bought the house in XX/XX/XXXX, NOW, Freedom mortgage is saying that payment has been wrong all along and we really should have been paying a higher mortgage payment. So why now after almost 3 years in this house do my payments not cover my taxes???
This is not legal and I believe that Freedom Mortgage should be paying that negative balance due to their own error in our loan. Their company are the ones who ran my loan, who bought my loan from the previous lender, and send me bills for a certain dollar amount. I pay the amount we signed for when we closed escrow. I am in a 30 year fixed conventional loan, my payment should not be going up {$450.00} because they are incompetent. I spoke to the XXXX County Accessors office and they told me my property tax has not changed at all other than the standard 2 % just like everyone else. I am being taken advantage of by Freedom Mortgage. They do n't send email confirmations when a payment is made, they do n't provide any documentation or paper trails for anything. They can not raise my fixed payment almost {$500.00}.
|
| 08/24/2023 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
Servicemember |
|
On or around XX/XX/XXXX of XXXX I obtained a loan modification from this lender ( Freedom Mortgage ), but the loan modification did not consider my XXXX tax exemption and the fact that I was paying my own insurance.
The servicer acknowledged the problem and promised to correct it by providing a new loan modification package. I proactively reached out to this servicer at least once per month and was told that they were working on it and will send the new loan modification soon.
Around the end of XXXX, I received a call from a realtor asking me if I was ready to sell the house. I asked him why and he stated because I noticed that your house is up for foreclosure. I reached out to this servicer, and I was then informed that the house was indeed sent to foreclosure. I requested to talk to a supervisor and a lady named XXXX XXXX confirmed that the house was in foreclosure and that I was never going to receive such corrected new loan modification package.
Around XXXX of this year, I was told to complete a loss mitigation package, which I did. After a full review, the bank provided a new loan modification with an outrageous number. My APR went from 3.125 % to 6.125 % and my payment went up by one hundred percent. The Bank eventually dismissed the foreclosure after I signed this new loan modification under duress to keep my home, but with no assurance that a new one would not be filed. I asked this servicer to honor the VA COVID-19 guideline and grant me this from the VA XXXX XXXX XXXX
I tried to make this new loan modification work, but due to the missing payments and foreclosure status placed on my credit report I lost my job and was unable to make those payments. I have a Department of Defense security clearance, which is required to perform my job. I informed this servicer about this issue, and I was told to resubmit a new application to the loss mitigation team.
As instructed, around XXXX of this year, I resubmitted a completely new loss mitigation package. The servicer acknowledged that they have received the completed documents. They confirmed this by email and during phone conversations, but every time I called to confirm they asked for more documents.
On Monday XX/XX/XXXX I called this servicer to find out about the loss mitigation status. I talked to XXXX XXXX, he confirmed to me that everything they needed was received, that it can take a few days to be in the system and that he will give me a call on Thursday XX/XX/XXXX, he never call. On Friday XX/XX/XXXX I received a call from this servicer telling me that my mortgage was due. I requested to speak with XXXX XXXX ( Supervisor ), and she told me that I needed to provide new bank statements because the ones that I had initially sent expired. In addition to the bank statement, she said I need to provide my spouse paystubs again.
On Monday XX/XX/XXXX I provided those items again via email XXXX XXXX XXXX XXXX XXXX and via their website portal. In both instances I received confirmation that the items were received. On XX/XX/XXXX I reached out to find out about the status of my modification and I was told by XXXX XXXX that my account is overdue and that it has been sent to foreclosure on XX/XX/XXXX. I asked why and to confirm that information and she stated, it was sent to the attorneys as a " Soft Foreclosure '' on XX/XX/XXXX and the reason was because I failed to provide requested documents, which I clearly did send.
I have proactively sent every document requested, but every time they asked for new ones and often the very same ones. Please assist me to get to the bottom of this. Thank you.
|
| 09/20/2018 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
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After several harassing calls from Freedom to refinance my mortgage and due to my credit card debt, I finally decided to take them on their offer. I reached out to the number that was left on my voice message and spoke with XXXX XXXX XXXX on XX/XX/2018. XXXX represents himself as a loan advisor, according to his email. During the call with XXXX, I agreed to start the refi process and agreed to a credit report. XXXX pulled my credit report and quoted an interest rate that he guaranteed would be locked as long as I completed the paperwork within 24-48 hours, this is also confirmed in an e-mail I received from him. Since it was Friday, XXXX informed me and my husband that we had until Tuesday, XX/XX/2018. I reviewed the documents over the weekend and had questions so I decided to reach out to XXXX on XX/XX/2018. I left XXXX a voice message at around XXXX XXXX, and then sent an email reply to his message that pertained his request for documentation, at XXXX XXXX. After no response from XXXX, I waited until XX/XX/2018 and reached out again and did not receive a response so I spoke with another employee of Freedom. The employee I spoke with sent an e-mail to XXXX and his supervisor. I IMMEDIATELY received a call from XXXX to explain he was really sick and he apologized for not returning my call. I proceeded to ask my questions concerning the document and was concerned that because it was Tuesday afternoon, the rate lock would not be guaranteed. XXXX informed me that the rate was locked so I didnt have to worry. I also had XXXX verify that he received my signed documents along with the requested W-2s and paystubs, which he responded he did receive the documents. XXXX informed me that the refi will take 30 days and he would be in touch, the call ended mutually. I left a voice message for XXXX on XX/XX/2018 because the 30 day timeframe quoted was approaching. I did not receive a return phone call. I sent an email on XX/XX/2018 requesting a status update and to also notify him that I keep getting paperwork from Freedom requesting me to refi and was confused since I was working with him. I did not receive an email nor call. I then called on XXXX Tuesday and because he didnt answer decided to opt out to speak to someone else. I spoke with XXXX explained my situation and asked to speak to XXXX supervisor. He informed me that XXXX nor his manager were in the office so I asked to leave a message for his supervisor. I left a message for a Mr. XXXX ( not sure of the spelling or pronunciation of the supervisors name ) and requested a return phone call. Did not receive a phone nor a message from neither parties. I am no longer interested with refinancing with Freedom mortgage. I feel like XXXX and Freedom Mortgage deceived me by informing me that the loan process would take 30 days. I also feel deceived in the fact that they led me to believe that I would be notified during the progress of the process. It is unfair and unjust to keep to pull my credit report which caused my score to drop and now I cant refi with another company due to this inquiry. I am requesting to have the credit report inquiry deleted and removed from my credit profile along with rescinding any obligation as it relates to the refi documentation I signed. I feel discriminated against because Im not refinancing for a higher amount that others may refinance for. I also feel like they used tactics to attract people but dont follow through on their promises. This is not responsible Fair Lending practices as required by law. I also wish to be remove from any marketing as it relates to Freedom Mortgage.
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| 08/29/2016 |
Yes |
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- Loan modification,collection,foreclosure
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Web |
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To whom it may concern, On XXXX was the last day my husband has worked he was having XXXX and we where going from doctor to doctor. on XXXX had to be admitted to the hospital for XXXX. My husband was in the hospital for 12 days, had a XXXX ( XXXX ) and had a XXXX. Discharged on XXXX and on XXXX we were told by the XXXX he had XXXX. My husband who is a Veteran and was XXXX XXXX during the XXXX could XXXX and could not work. Our initial Home loan was through XXXX but they transferred our loan ( after sending the initial modification packet ) to Freedom Mortgage. on XXXX I called Freedom Mortgage for the first time to see if they had my Modification packet from XXXX. Freedom Mortgage said they did not have any Modification packet. On XXXX I left a message for XXXX never heard back all though she was my XXXX Teller number XXXX. Received an advertisement in the mail from a Company to assist us with getting a Modification. on XXXX we signed up with XXXX XXXX XXXX to get a modification, we paid them a total of {$5200.00} to represent us in getting a modification. This complaint is against Freedom Mortgage on XXXX I received a letter to Accelerate and move to Foreclosure. We have never received anything in writing stating that we were denied a Modification. We have never received anything stating that we need to be placed on trial payments. We have answered and sent in everything that has been asked of us including : paystubs several times, bank statement several times, last years take returns more than once, Hardship letter more than once. I never received a letter stating what we could do. My husband was granted 6 weeks of XXXX through his Employer that ended XXXX. Then we could n't file for XXXX XXXX XXXX until XXXX. We did and we had to go through several steps in order to get XXXX when it was finally granted was XXXX. I sent in the paystub from the XXXX XXXX XXXX so that the Freedom Mortgage Company would know that we had some additional income. At that point we could not pay all of the rears but again, we thought they were working towards a Modification. Since XXXX XXXX was representing us, we were told to allow them to handle communication regarding the modification. This is very stressful for us. My husband has had a major health issue. We have gone through a lot as a family. People should want to work with us. in XXXX I did get a promotion and I let the mortgage company know that when they asked for another hardship letter and I added that information to the initial hardship letter. I want to keep my home, there are XXXX people living in our home. XXXX adults, XXXX teenager and XXXX grandbaby they all rely on us keeping a roof over their head. I have a fixed rate that can go up. I want that rate at 2 % and see if they can give me a little more time added to the loan that would bring it down enough where I can handle the home payments on my own. Freedom Mortgage sent me a letter on XXXX asking for Federal Tax returns, Dodd Frank Certificate and 30 days most recent bank statements. I sent that by the due date. On XXXX Freedom Mortgage sent me a letter requesting Letter of Explanation, 1 months most recent bank statements and 30 days most recent paystubs. I have sent that, and at no time did I get a letter stating that I was turned down for the modification, or asking me to make trial payments. It is unfair to send me a Foreclosure notice that is dates XXXX but I did not RECEIVE IT UNTIL XXXX A MONTH LATER. IT is unfair, I do n't feel that they are willing to work with me, I do n't feel that they want to us a Veteran and his family to keep their home
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| 10/13/2021 |
Yes |
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- Struggling to pay mortgage
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Web |
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In XXXX we applied to XXXX XXXX XXXX to accept a deed in lieu of foreclosure on our home. We started the process on XX/XX/XXXX and we sent in a full package for review. On or about XX/XX/XXXX the bank requested additional documents which we sent in right away. On or about XX/XX/XXXX we were told the documents were received. We kept checking back to see where we stood with the process. On or about XX/XX/XXXX were were informed that FHA would require us to try and short sale the home first. We listed the house in XXXX of XXXX, as requested by XXXX XXXX. Then in XXXX XXXX XXXX said we applied for a Covid Forebearance but we never asked for one. They said that we could still work on the short sale but the plan would be up in XX/XX/XXXX. The bank then asked us to submit for a modification so we sent the papers in for that as well. We follow up over and over again for over 3 months and sometime in XXXX XXXX informed us that we were declined for any type of modification and that we would need to sell the home. We explained that we have been trying since XXXX. On XX/XX/XXXX the bank requested more documents so we sent everything requested on XX/XX/XXXX. On XX/XX/XXXX the package was in review. We called again on XX/XX/XXXX and the package was still in review. On or about XX/XX/XXXX XXXX then asked for more conditions, these were the same conditions they had for over 2 months. We sent all items to the bank on or about XX/XX/XXXX. On XX/XX/XXXX we were still in review. On or about XX/XX/XXXX XXXX XXXX then requested more documents which we sent in the same day. On XX/XX/XXXX we were informed that a appraisal was going to be done. On XX/XX/XXXX we were informed that our loan was going to transfer to Freedom Mortgage and that the short sale package would be sent over with the transfer. We were informed that it could take up to 30 days for the loan to be placed into the system. On XX/XX/XXXX the loan was in Freedom Mortgage 's system. On XX/XX/XXXX we were informed that the short sale request was in the system and all that was needed was a contract extension. We had to submit a new contract and a new buyer as the last buyer cancelled. On or about XX/XX/XXXX all documents were submitted to Freedom Mortgage and we would need to check back in 15 days. On or about XX/XX/XXXX we were then told we had to start a whole new package. We asked why as we were told that all info was in with them and they just needed the updated purchase contract. So again we submitted a whole new package on XX/XX/XXXX after getting all the paper work done again. On or about XX/XX/XXXX the bank requested more items. On or about XX/XX/XXXX all items were sent to the bank. On or about XX/XX/XXXX we were informed that a appraisal was ordered on XX/XX/XXXX and the real estate agent would be contacted by the appraiser. We were informed that they did not need any other items from us. On or about XX/XX/XXXX we checked back with the bank again regarding the appraisal but Freedom Mortgage did not have a update and that they would open up a task and request a rush to get the appraisal done. On or about XX/XX/XXXX the bank informed us that they still did not have a appraisal. Again the bank informed us that they would open a urgent task to find out whey the appraisal has not been done. They could not give us any reason for this. We called again on or about XX/XX/XXXX and they still did not have a time set for the appraisal to be done. We went thru this for the rest of XXXX and now thru the XXXX of XXXX of this year. We still do not have a answer. We are concerned we will loss this buyer as well.
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| 06/13/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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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.
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| 10/04/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
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Web |
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I'm filing a complaint against Freedom Mortgage who is my mortgage lender. In late XXXX, I scheduled a payment online through their portal. That payment was scheduled for the month of XXXX. I schedule payments through my bank account monthly and thought my payment was good to go. I logged in to my account again at the beginning of XXXX to pay my XXXX mortgage and see that I'm past due. I immediately call to discuss what happened and ask that the error be rectified. I was directed to their website to file an online inquiry. I did that and it has now been over 3 weeks and no one has responded nor reached out to me. I'm a co-borrower on the mortgage. My ex-fianc is the other co-borrower. He and I signed together for our home in XXXX of 2020. On XX/XX/XXXX, there was a XXXX XXXX XXXXt in our home and the police were called. I now have a retraining order against him ( XXXX XXXX ) for battery. I also canceled his mobile phone line under my account and have no idea what his new phone number is. When I called to discuss the situation, I was advised that Freedom Mortgage had attempted to reach out to the cell phone number provided for him ( XXXX ). Obviously, that number was no longer in service and he never called to update his phone number. I've been making all the mortgage payments from XXXX going forward. He has not helped nor contributed any amount towards the mortgage. I asked why I had not been contacted to let me know that my payment did not process successfully. My phone number was never once called. I don't know if they sent any mail correspondence because I have never seen any correspondence from Freedom Mortgage in my mailbox. We have a child together and alternate " nesting '' in the home on opposite schedules. He has access to the mailbox as well. If I'm on the account and also financially responsible for the mortgage, why was I never communicated to regarding the missing payment? I would have absolutely reprocessed the payment and immediately made another payment. There are some discrepancies in how Freedom Mortgage follows their " processes '' and calling all phone numbers on the account is not part of them. Their website is also glitchy and now I'm being penalized for their error in the payment not processing and for the fact that they never reached out to me to let me know that it hadn't processed. I'm in unique situation where I legally have no contact with the other borrower because of their abusive behavior and I was NEVER contacted to let me know about the payment that I thought I made and did not successfully process. I was advised that my request to remove the late payment from my credit reporting had been denied by Freedom Mortgage. Once again, I received no phone calls about my inquiry or any explanation. I'm now a vXXXX XXXX XXXX XXXXXXXX and in the near future, will need to sell my current home and get one for me and my XXXX XXXX. My credit report dropped over 100 points with his late payment and I'm concerned that this will impact my ability to qualify for a future mortgage for my kids. This late payment is completely inaccurate and I feel like the company should be investigated for not following the right procedures/protocols in trying to notify all consumers/parties involved that they did not receive a payment before taking on an almost {$100.00} late fee and a hit to their credit report. I'm asking for Freedom Mortgage sent a request to all 3 credit bureaus requesting to delete my late payment and refund me the late payment they charged me as a result of their inaccuracies and insufficient contact attempts.
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| 03/16/2017 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
Servicemember |
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This is about Freedom Mortgage Corp. For all of XX/XX/XXXX I have been giving the monthly mortgage premium payments to a supervisor in the Finance Dept . to process as their online website had so many glitches and inconsistencies which made it extremely difficult to even access information far less to make the payment. For the most part, I was not able to log in at all. I have been receiving tons of mails and calls about re-financing which I kept on telling this company that we were NOT going to refinance as we already had a very good VA rate. Each letter showed a completely different mailing address - most of which were just for correspondence purposes. The last payment I was able to give to THIS supervisor was for XX/XX/XXXX and was told by him NOT to accept any more payments for XX/XX/XXXX & going forward. I had never defaulted on any payments for this loan for the past 6 years although the loan kept moving from one company to another without knowledge or authorization- resulting in all kinds of website & customer service issues. I do n't believe the proper escrow amounts were ever transferred as we were NOT consulted in any of those internal transactions. After multiple efforts of trying to reach Supervisor XXXX - who is located somewhere in new Jersey- via emails & phone calls, he eventually returned one of my calls to tell me that he had been in training as he was being put into sales and he had been told NOT to take any more payments from me unless I would provide them with auto payments via a checking account. He responded only after I threatened to take them to court for " Refusing Payment " to get me to refinance and that a judge may just consider the debt satisfied if they continue to refuse payment as it has happened in the past. I have every email from the inception of XX/XX/XXXX problems with THIS mortgage company which had resulted in a supervisor handling the matter personally. I went ahead and read the numerous reviews about Freedom 's scams with folks & payment issues, and I realized that I was not alone with this situation. In spite of all my efforts and emails and phone calls - both made & received - to have someone take the payment over the phone which was how it had been paid for the past year, everyone I speak with in the customer service blatantly told me that they could NOT take payments over the phone but they were calling me to let me know that the payment was overdue and was subject to additional fees and charges. NOW, I am receiving calls from Collections and have already gotten a mail threatening foreclosure. There is NO checking account to give anyone as the checking account had been closed due to fraudulent activity and the full payments were being made religiously every month with a credit card. There were no issues with this in XX/XX/XXXX except NOW, they have refused to take the payments in XX/XX/XXXX unless we refinance and are also threatening foreclosure NOW. I have never heard back from XXXX so I have stopped emailing & calling as I am not even sure if he still works there. I have even walked them thru the process of the things that were wrong with their website and all I was being told that they were still working on it as they had new IT people. I heard that for a whole year. The website still shows NO improvement. I am unable to attach anything due to a problem with XXXX??? I can try to copy to these columns as opposed to attaching. 1 ) In XX/XX/XXXX, the website showing error & unable to accept payment.All emails from XX/XX/XXXX & onward resulting in NO communication going forward.
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| 09/25/2019 |
Yes |
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Web |
Servicemember |
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We have had a VA mortgage for about 9 years total, but the last two years we have had a VA mortgage with Freedom Mortgage. We were constantly being contacted that our interest rate could be lowered, and we decided to go forward. We were told that our mortgage rate would be streamlined, different that a traditional refinance, and it would go from 3.875 to 3.375 % saving us about {$150.00} a month. We spoke with XXXX XXXX on XXXX, who set it up, we signed e-documents and were done We were contacted by our loan officer, XXXX XXXX , who said she would email her contact information if we were to have any questions, and never got anything XXXX said she would give us the information, and never did. we were contacted on XX/XX/2019 that our loan was final and to schedule a closing. We were told that we should not pay our XX/XX/2019 and XX/XX/2019. I contacted several people at Freedom Mortgage who said the same thing, so we held off on paying it.
( we have had 3 mortgages for 3 homes, but never did a refinance, so we believed them ). we contacted Freedom Mortgage and set up a signing for XX/XX/2019. My husband is a XXXX for the military and was working on the East Coast and flew back home for this, and was scheduled to leave XX/XX/2019 to leave for the XXXX to do relief work and set up fresh water for the victims of the hurricane. Our notary was scheduled to arrive at our home at XXXX, and she called to say that the loan had been put on hold. I spent ALL DAY trying to get answers, and no one could tell me what happened, except the title company said that they had not received what they needed from Freedom. My husband and I rushed out to get a power of attorney, knowing it was not going to happen and he had to leave. I spent the next 3 days, trying to get answers. I was answered with rudeness and promises of call backs that did not happen. I got a phone number off an email I was included in and called XXXX XXXX. She answered the phone with " how did you get my number '' not " how can I help you. '' She said she would look into it and call me back in 10 minutes. Never did. She called back about 4 hours later and said she would then call me back. I heard nothing. I called Freedom Mortgage customer service and closing department numerous times, demanded supervisors, and was told there were none but would get a call within 24 hours. No one ever called. On Thursday, XX/XX/2019, I received a phone call from XXXX XXXX at Freedom Mortgage, saying that everything was fixed, and he promised our closing would now take place XX/XX/2019 at our home, with my power of attorney since my husband is out of the country. He again told me to not pay XXXX or XXXX mortgage, but to save it in the event my husband and I changed our minds. He confirmed in an email, NOT to pay our mortgage. Today, XX/XX/2019, no one showed up for our signing. I contacted the notary and she said again our loan was placed on hold. We have no idea why it is not going through, no one will answer our questions, no one knows what they are doing, we have emails saying to not pay anything. I paid our septmeber mortgage as we have never had a late payment and would like to keep it this way. We need answers. We were contacted to lower our interest rate and now we have no idea what is happening. we have been stood up for two closing document signings because Freedom Mortgage can not communicate to anyone what is happening. we want to know what is going on, and why we are not getting what we were told. as a VA loan, I would expect a company to have more respect for their veterans.
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| 02/13/2021 |
Yes |
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Web |
Servicemember |
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Earlier in XXXX, we processed a refiance due to lower interest rates with our mortgage holder, XXXX XXXX. Later that year, we received word that our mortgage had been sold to Freedom Mortgage ( NMLS # XXXX ), without our consent. After a few weeks of no information or contact from Freedom Mortgage, we reached out for information about how to make our first payment and to establish our online account. Their representative stated that their lack of communication, after acquiring our loan, was normal and that we would be covered by law if they did not receive a payment within 60-days. After all of the issues we have had with Freedom Mortgage, I now believe that this was an effort to make us delinquent on our mortgage. For weeks we received no information, specifically, any account information. Eventually, after additional phones and requests we received our account information and established our regular payments.
Later, too our mistake, we attempted a refiance with Freedom Mortgage for a reduced interest rate, nothing more. We simply requested an extension of our terms, at a lower interest, and no escrow/impound account as in our previous loan. However on multiple occasions, we requested no impound account per our previous mortgage. On multiple occasions, Freedom Mortgage inserted an impound account, in to the process, regardless of our requests to not have an impound account. We even refused to sign the initial summary closing documents until Freedom Mortgage updated the documents without an escrow/impound account. However, Freedom Mortgage included an escrow/impound account into our loan regardless.
On XX/XX/XXXX, a notary arrived for us to sign the final closing documents. When we noticed that the impound account was included again, we initially refused to sign any of the documents. However, the notary pleaded for us to sign the documents and explained that this was not unusual and that Freedom Mortgage would send corrected documents to replace the incorrect documents.
On XX/XX/XXXX, ( XXXX PDT ) we contacted Freedom Mortgage ( on a recorded line ) and explained the issue, their representative assured us that she would make a note and that the corrected closing documents would be sent out to us to sign as soon as possible.
On XXXX ( XXXX PDT ) we contacted a representative in XXXX Mortgages closing department ( on a recorded line ) and she verified that the account had been flagged and she stated, it would not move forward until the new closing documents were sent out and signed. I specifically stated that we wished to cancel the refiance and start over if the impound account was not removed.
After no contact for several days, I checked our mortgage account on XXXX to ensure that the XXXX payment was processed from our old mortgage and I was very surprised and disappointed to see that the new mortgage was in place, with the escrow account included. I contacted a representative from Freedom Mortgages closing department and she indicated she would send an email to have this issue addressed in an expedited manner.
It has been a couple of weeks since Freedom Mortgage included an escrow/impound account into our new mortgage, against our will. We have reached out via phone and sent messages via Freedom Mortgages online messaging service. Additionally, we tried to make an in-person appointment to speak with a Freedom Mortgage representative. To date, Freedom Mortgage has not returned any of our phone calls nor responded via they online portal and refused to schedule an in-person appointment.
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| 11/01/2021 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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In XXXX of 2021 I engaged with Freedom Mortgage Corporation after being solicitated for a low rate VA refinance on an existing lone I had with another bank. Right from the onset and during their application process there was nothing but endless telephone miscommunication with reiteration on my part with different individuals at Freedom Mortgage located in many locations throughout the country i.e. California, Florida, New Jersey, Tennessee, Pennsylvania etc. In frustration I would constantly ask whoever I was talking to if they were working off a central database since I was being asked the same questions repeatedly. I never got a straight answer, Well, weeks later I received a summarized Closing Disclosure outlining the loan terms etc. which looked to reflect the interest rate quoted. They indicated on my approval, their lawyer would schedule an appointment to come to my home to review and sign the loan documents. This meeting almost never happened since one of Freedoms departments never got in touch with the lawyer and my wife and I had to go on standby. Totally unacceptable, the right hand didn't know what the left hand was doing.
The lawyer finally arrived masked for the pandemic and he went through the signing at lightning speed barely audible through the whole signature cycle. Let me note at this point that in our last 51 years of marriage and four new home mortgages have we ever experienced this type of frustrating ordeal with a bank... Clearly it was open to potential errors, thus my complaint.
Below my response to letter sent to us by Freedom Mortgage Insurance Department on XX/XX/2021 From : XXXX XXXX : XXXX, XX/XX/2021 XXXX XXXX To : XXXX ' Subject : Policy # XXXX XXXXX XX XX XXA Loan # XXXXXXXXXX Attn : Customer Care Dept .
Reference Letter dated XX/XX/2021 To : XXXX XXXX XXXX ADDRESS ADDRESS To whom it may concern, On XX/XX/2021 I received a letter from Freedom Mortgages Insurance Dept. concerning a double billing on a Property Insurance policy. The following morning I called your XXXX number and waited hour to speak with your representative. She explained to me that a one-time payment from my escrow account was made on XXXXwhich may short my escrow account, but she couldnt say to whom the payment went or why and referred me to Customer Care for additional information which took another 15 minute wait. During this wait period, I pulled up the Mortgage Closing Disclosure to review and noted under Projected Payment on page 1under Estimated Taxes, Insurance & Assessments, Homeowners insurance was stated YES which is INCORRECT, it should be NO since I set up monthly auto-draw payments with XXXX for both my Home Insurance and Auto Insurance, my 1st payment was paid XX/XX/2021. Never have I ever paid Homeowners Insurance through my Mortgage Escrow Account, only Property Taxes period. Kindly make the proper corrections and adjustments to the Estimated Escrow and Estimated Total Monthly Payment.
Look forward to hearing from you in five to seven days. Thank you Their response to my request was in essence " We can not honor your request '' to right/correct the " Estimated Escrow '', " Estimated Total Monthly Payment '' and exclude " Homeowners Insurance from the escrow ''. We have never had a bank blow us off like this and to have a VA sanctioned loan institution do it, unacceptable. We have always held our Homeowner and Auto insurance on budgeted monthly payment plan and not paid out of a mortgage escrow account, this error rendered a non-customer service inconvenience to my wife and I.
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| 07/25/2023 |
Yes |
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- Struggling to pay mortgage
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Web |
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XXXX of XXXX, my home was taken out of my BK. I had an issue where my BK attorney wasn't keeping me informed on the house payments going up, or escrow coming up short. So since then I have been working directly with the mortgage company trying to get everything fixed and resolved. I received paper from the state XXXX of XXXX saying they were starting the foreclosure on my home. So in XXXX of XXXX I started the loss mitigations process, and I sent the paper into the attorney that was in that paperwork letting them know what my plan was and that I am working with the mortgage company to resolve the issue. My mother in law is on my home loan with me as a cosigner, so we did a quit claim deed taking her off and filed it with the county I live in and the home is in. I was told that we could use that so I would be the only one signing the papers. So I got all of that done and sent in a copy of the paperwork filed with the county and the quit claim deed into the mortgage company. It took months for them to get me the correct paper work because the first set still that my mother in laws name on them, when they were not supposed to. So I made payments to them in XXXX, XXXX and XXXX of XXXX like they had stated in the papers. Well since they had to draft new papers up without my mother in laws name, they would not take any payments until the new papers were drafted and sent to me. I started making payments that they said to resume in XXXX of XXXX and singed the new papers in XXXX of XXXX. I sent those in, and I did not signed them correctly, I left my middle initial off. So they emailed me another copy to get signed and notarized, which I immediately did and sent back in. It was up loaded on my account XX/XX/XXXX of XXXX. We call every week to keep track of things and to stay on tops of it. We were told it was accepted by the underwriting dept and that it was now waiting for approval?? Well that came back that they, did not accept it because of the quit claim deed. I was told that they would not accept the papers with just my name that both had to be on it. So they sent another copy out with both our names on it, but I have XXXX in South Carolina to sign for her, signed those and sent them back. As of XXXX XXXX I spoke with a gentleman from the mortgage company that said there was no reason they should of denied our last set of paperwork because they have a copy of the quit claim deed and it is filed with the county so that makes it legal. His agent number is XXXX. He was the most helpful person that I have spoken to at the mortgage company. He told me they will redo the paperwork and send it back out once again to be signed, notarized and sent back. We keep getting the run around on everything and I am not going to loose my house while I am trying to do everything I can to keep it, and constantly stay in touch with the mortgage company. So I was told by that agent on the XXXX and another rep when I called a week or two after the XXXX, that we are still protected under loss mitigations and they will have it out to us within 30 days from XX/XX/XXXX. Today XX/XX/XXXX I had a police officer at my door with the same papers that were served to me last year. I called the attorneys office listed and informed then of the situation and also called the mortgage company to let them know. I am so over going round and round with this company on trying to get the correct paper work done, and I refuse to loose my house when I have been very cooperative and I am still making payments to them and they are accepting them.
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| 01/17/2017 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan modification,collection,foreclosure
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Web |
Servicemember |
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This is a issue with Freedom Mortgage since XXXX XXXX ; I have complained about their lack of procedures to not misplace paperwork. I have complained about receiving computer generated paperwork when in the body of the letter it names either a extension or name of a individual who is not real. I have pointed out even most recently the lack of real customer service and receiving mixed messages from XXXX source to another and those messages are in conflict of each other. Even in this small audit trail within this complaint process there is evidence of every bit of my complaint and now Freedom has served me with a foreclosure document because of lack of actual customer service. This is reference the following complaints via this venue, complaint number Case number : XXXX, and Case number : XXXX. In these complaints I not only complained about a lack of customer support I have proved it by Freedom not responding to fake names or extensions. In the last complaint I sent paperwork to XXXX XXXX whom the post office was unable to locate ; nor did she actually reach out to me. Since XXXX I no longer will speak to Freedom via robot calls because the CSR is never knowledgeable of the subject nor are they in any position to do anything other than demand money. I have been verbally abused by CSR 's and most recently have not spoke with anyone from the company even thought I have requested someone from the team who responds to these messages to call me ; I guess they are too busy with more important matters like responding to these messages and sending foreclosure notices while the response to the CFPB appears they wish to be helpful. Reference my most recent response from Freedom ; XXXX XXXX XXXX acts as if he is being helpful by stating that XXXX of my documents has a incorrect date on it. Instead of calling my home and notifing me about this error he states ; " We are in receipt of your complaint and are happy to respond to your concerns. I have reviewed your complaint and researched the issue regarding your modification request. Your file was sent back because the XXXX was outdated ( XXXX/XXXX/XXXX ). The most recent form is dated XXXX/XXXX/XXXX which is almost a year in advance. Since you do not file income taxes, we decided to move forward with the review without executing the XXXX and deemed the file complete. After the review, it was determined that you qualify for a Special Forbearance Repayment Plan. Your loan is currently due for XXXX/XXXX/XXXX and repayment plan will be able to bring you current within 6 months. An approval letter will be issued to you shortly. '' What would have been a great version of customer care is a phone call that notified me of this, and he waited for a signed document. What actually happened was I received a letter ( attached ) that states I agreed to the terms within the letter and if I miss XXXX payment they will file foreclosure paperwork immediately. XXXX I never spoke to anyone ; secondly if they had called they would have been reminded of my XXXX unit needing extensive work and I was still on a payment plan with a local vendor and will continue to pay off the near XXXX bill for a few more months ; thus I can not agree to their terms. Is it so hard to pick up a phone and call verses what I have lived between misplaced documents lost by Freedom, lack of customer service and now this? A simple phone number to these who respond and I know this matter can be resolved in XXXX phone call. NOt a number to call center but who ever responds to this chain of complaints.
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| 02/07/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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XXXX XXXX we purchased a home, financed by Freedom Mortgage. We worked with loan officer XXXX and asked that impounds/escrow for property taxes and insurance NOT be included in the loan. He assured me that it wasn't a problem, but the impounds showed up on the good faith estimate and later on the the final contracts. Each time we questioned it, XXXX reassured me that it would be removed, post-loan completion, no problem. It's a year later and the impounds/escrow have still not been removed! They originally claimed that the loan needed to be " seasoned '' with no missed payments for a year before they would consider our request. Now they have pushed the " seasoned '' date out to XX/XX/XXXX because that was the first month we received a mortgage statement from them, even though we closed on XXXX XXXX, XXXX. We've paid on time and put up with their delays for a year. In XX/XX/XXXX we began reaching out to Freedom to proactively remove the impounds/escrow beginning with XX/XX/XXXX since that is what they stated they would do. The impounds represent money we could be saving and earning interest on because our property taxes and home insurance are current/paid in full.
The reason for our added concern is that, when we went into the bidding process for the house, we -- like a lot of buyers in todays market, bid over the asking price. Fortunately the appraisal matched our bid and so we thought we were good to go. Wrong! Freedom Mortgage Underwriting refused to accept the appraisal and made us pay cash out of pocket for the difference between the asking price and our bid. This is not a typical practice within the mortgage lender community. Appraisals should be honored, but we went ahead with them because we wanted the house and had the cash. By XX/XX/XXXX, Freedom Mortgage was already contacting us via email, text, mail and phone to offer us a re-fi/cash out because -- they now agreed our home value represented the equity identified by the appraiser was real. After much consideration about the re-fi fee 's and with the agreement to get the escrow removed by the new Loan Officer XXXX we decided to go ahead and get the interest rate reduction without bothering about with a cash out. We started the re-fi in XX/XX/XXXX. When you're going through a re-fi or major loan purchase the mortgage lender asks the client not to open any new credit accounts or make any major purchases which is understandable. What is not understandable is that they held our credit hostage for five months while claiming to be working on the re-fi. Finally in XXXX XXXX the appraisal came in at an even higher figure than the original one done in XXXX XXXX. At the end of the day, the re-fi never happened because once again the impounds were included in all of the final documents and we didn't want to go through another 12 months or longer of " seasoning '' a loan.
We want to be able to pay the property taxes and insurance directly. The difficulties getting the original loan closed, the unsatisfactory way the re-fi was handled, the continued push back from them on removing the escrow and getting bombarded with marketing offers promising to lower our interest rate and provide cash out immediately after refusing to accept the original appraisal are all examples of their poor business practices. Their practices need to be examined and rectified. We are very concerned that they will never remove the escrow account from the loan ( which is in excellent standing ). This is our money to invest as we wish, not theirs to hold and use.
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| 09/23/2021 |
Yes |
- Mortgage
- Other type of mortgage
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- Struggling to pay mortgage
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Web |
Older American |
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I have been in forbearance due to covid for approx. 1 year. XXXX of XXXX I contacted Freedom Mortgage to get back on track and start making pmts again. It is now XX/XX/XXXX and in that time, I have been promised two different interest rates and payment amounts that I have verbally accepted, but they won't send me the paperwork to accept them. One time I rec 'd paper work for a much higher interest than the two acceptable offers, I accepted it then declined it. I've filed a complaint about this company before. The last person I wanted to speak with first occured on XX/XX/XXXX or so. She promised me a percentage rate of XXXX with a pmt of {$640.00} or less since the rate could have also been 2.25 %. This person 's name was XXXX XXXX who is a XXXX ( supposedly ) and she was going to " work her magic '' and call me back that day or the net day ( after she worked her magic ). I have had payment amounts of {$650.00}, {$670.00}, XXXX, XXXX, XXXX, XXXX, - another amount just last week but she caught me at work and I wasn't where I could write it down, but it was another high amount. I spoke with XXXX on XX/XX/XXXX and asked for XXXX but she was conveniently in a meeting. I asked for her boss, but couldn't get him either. But they'd call me back - NO word yet!! and that was 3 days ago.
I contacted USDA thru this time, and guess what!? They have NO record of name, address or ss #. I Know it was a usda loan because I called to track down their paperwork when I was trying to close on my loan. Freedom Mtg gives me a decent rate I will accept but they will not commit to it in writing- they drag their feet to be abe to collect higher interest rates and put more in their pockets - or USDA pockets. With covid I can not believe that they do not have a more flexible plan to try to help people get this straightened out. Freedom sends me from one to 3 e mails a day pushing their other products. Yes they can advertise on e mail, etc., but this to me is a conflict of interest where they're trying to put me in a position to give up my USDA benefit ( if there is any ), or until I sign up for one of their loan products. How is this legal? How can they give me an amount that I accept verbally then not follow up with the paperwork? SMH!! I have filed a complaint with the XXXX as well, even tho they are not a member- I wonder why that is? Probably due to the number of complaints they'd get so they prob don't qualify to be a member there.
Please- Is there nothing you can do to fix this company? I wanted to refinance to get out of there but I have to make 6 pmts in a row which I have already done. Last XXXX I had to make 3 payments in one month to catch up to where they wanted me to be able to modify to 2.75 %!!! But they did not do that!! I have been making my pmts from that point on but it seems like my balance due on the end of my loan doesn't go down. And they have not followed thru with anything in writing even after me letting other bills go to make XXXX payments in one month. Because I was in forbearance also they have reported derogatory on my credit report stating that I am not making pmts- which I have been for several months. Any assistance you could give me would sure be appreciated!!
As we speak, I have Freedom Mtg on my phone holding for XXXX XXXX XXXX Boss ( but if she's a XXXX .... ). Well it has been an hr. on hold. and XXXX XXXX finally came on the line!! She's trying to get ahold of someone to look over my loan or something. This is rediculus and XXXX agrees!!! But she doesn't fix it either!!!
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| 04/20/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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back in XXXX on XXXX i started to refinance my current mortgage with another lender, before i closed i received a call from my current lender Freedom mortgage offering a seemingly better deal. i canceled my other transaction and started process with Freedom of refinancing my current. Because i was paying a month ahead on a biweekly payment of approx {$770.00} per two weeks, i was instructed to cancel those payments, i contacted my bank XXXX XXXX and put a stop payment on my biweekly pmts. On XXXX XXXX i went online to Freedom website and made a payment, what i didnt realize was XXXX XXXX put a blanket stop on all payments to Freedom and on XXXX. XXXX my payment was taken away from freedom. On Monday XXXX XXXX i went back on Freedoms website to make my XXXX payment still unaware that XXXX payment had been removed but i received an error message on 3 separate occasions, i made a call to the 800 # to try to make payment but because it was approx XXXX i was left on hold and finally just hung up and decided i would try again in a few days because i thought i was paying ahead because i had NOT been contacted by Freedom to tell me i was behind. They claimed they called but said they didnt leave a message per policy.i received a letter on Thurs. XXXX. XXXX saying i was past due on my mortgage ... .. i immediately called them to ask how and thats when i first knew anything about this .... i immediately explained how i tried to pay ahead monday and the website was down ( i provided proof ) as i screenshot the message on monday night when i was only 29 days past due, and phone would never put through to a person and they have no local branches so because their site was down i was 30 days due on tuesday and was not allowed to pay monday when i tried both ways possible. i have documented their website error.. i also have been with Freedom for years and always been a full month ahead because you are required to be to be on biweekly payments. so i was only 30 days late bc i was not allowed to make payment when i was attempting to do so.To make matters worse they advised me that it would be taken care of and we continued down the road to do the refinance of my loan with them and even ordered a new appraisal two weeks LATER and charged me for that. It came back well above what was needed and we proceeded to gather documents and then a full month later at the end of XXXX when we are almost ready to close they say " oh we are sorry, we have to decline you because you were 30 days past due on your mortgage with us ''! since then my credit score dropped approx 90 points and i have been declined for multiple loans that i have applied for because of that one mark that i should never have had shown up on my credit when i tried to pay it BEFORE it was 30 days and was stopped bc of website problems of my mortgage co. i applied for another loan yesterday and again the statement was because you were past due on your mortgage.. i am XXXX and have had a mortgage since i was XXXX and i have NEVER had a late mortgage payment in my life. my checking account that month had over {$15000.00} average balance which i offered to produce to freedom and up to {$24000.00} at one point so as i have demonstrated there was never a lack of cash. i feel that i am being shoved under the papers because they dont want to take the time to look at my proof and see that i am telling the truth. Please help me out if possible i will attach some of the documentation so you can glance at it. thank you so much ... XXXX XXXX XXXX XXXX XXXX
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| 05/28/2021 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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I have a few complaints. First complaint is about how my lender handled a payment discrepancy in XX/XX/XXXX. I made my XXXX payment using the lenders online payment portal and unfortunately my bank returned that payment. As soon as I found out I remade a payment again through the online payment portal and that payment cleared. I then made My XXXX payment again through the online payment portal 2 weeks later and that payment cleared. In XXXX I received a letter in the mail from the mortgage company stating that if I did not pay the 2 months that I was behind ( XXXX and XXXX ) they would begin foreclosure proceedings. I immediately called the lender and was informed that in XXXX my payments increased by XXXX +/- due to a shortage in my escrow account and so my XXXX payment and XXXX payments were short. Both of those payments were stuck into a suspend account until I paid the XXXX. I informed the customer service rep that I made both of the payments through the companies online payment portal paying the exact amount it instructed me to pay. I paid the XXXX over the phone and assumed everything was good. A month later I found out that the 2 payments were reported on my credit report as being 60+ days late and I found out that I was charged additional fees from the lender call property inspection fees to have someone come out and make sure the house was still occupied for both XXXX and XXXX. I again called the lender and said I didn't understand why i was charged fees to check on a property that they knew full well was occupied because I had in fact made both of the payments and they had held them in a suspend account and I would like they pate payments removed from my credit report because again the payments were made and it was their company that had them in a suspend account. I was told there was nothing that they could do that they would not remove the late payments from my credit report and they would not refund any fees.
Second complaint is concerning how the lender is handling my escrow account. Last year and this year the lender over paid my insurance company for my homeowners policy resulting in refunds. In XXXX I requested that the lender do an escrow analysis do to getting the escrow refund from my insurance company. They informed me they only do them once a year and I would have to wait until it was completed at the end of XXXX. When I finally received the analysis it was completely wrong. They were using outdated figures. As stated in the complaint above, my payment was increased in XX/XX/XXXX to cover a shortage in my escrow ( do to their over-payment of my homeowners policy ), but they were using figures from 6 months prior to that. They also had the incorrect homeowners policy amount. I emailed and informed them of this and included a copy of the Homeowners invoice that was previously sent to them from my insurance company and asked if they would please do a revised escrow analysis using the correct information. They responded and said it would take a little time since they needed to do some investing and that they would provide results by XX/XX/XXXX. I have since sent 5 emails asking when this will be completed and have not received any response. At this point by the XX/XX/XXXX when they go to pay my Homeowners policy and taxes they will have enough in my escrow to cover everything for the year and an additional XXXX plus all they remaining payments for the XXXX year. This results in having an overage of approximately 750.00 more they the allowable excess per RESPA.
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| 01/24/2019 |
Yes |
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- Trouble during payment process
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Web |
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We took out our Mortgage through XXXX in XX/XX/XXXX. It was then sold to Freedom Mortgage. We have always made our payments on time and early whenever possible, and have paid more than our payment whenever possible. Equally dividing the extra we have paid between our principle amount and our escrow account to make sure that the account had plenty of funds available for our taxes and insurance. In XX/XX/XXXX we received a check for over four hundred dollars. In addition, we received a letter from Freedom Mortgage stating that our payment had been adjusted down from {$460.00} to {$430.00}. We promptly contacted Freedom Mortgage to insure that this wasnt some sort of mix up or computer error. We were told that no is was not an error and that they had done an audit and found that our taxes were lower than originally estimated, and that the check was the overage amount in our escrow account after the taxes, and insurance had been paid. We asked if we needed to return the amount to our escrow account to be safe and were told no that it would just be an overage that would be sent back to us the following year. We were also told that because our payment had been adjusted down but still did include funds for our escrow account to pay taxes and insurance that the money would just continue to flow back and forth because it was not need. Then around XX/XX/XXXX we received a notice saying that our escrow account was negative almost {$520.00} and were informed that we could either make a payment to our escrow account of {$520.00}, or that our payments would be increased to {$510.00} for the next twelve months, and if we paid the {$520.00} now our payment would still go up to {$460.00}. When I spoke with someone, they were very rude and told me there was nothing I could do but to pay it or let it be split over the next 12 months, and when I asked to speak with his supervisor he refused by telling me he couldn't transfer me due to his supervisor being busy. I said I would wait and he said that I wouldn't be allowed to wait. I hung up and immediately called back and spoke with someone else who went back and looked into why there was a change. Apparently they did a second audit on our escrow in XXXX and realized they messed up the first time. They tried to put me in touch with their team lead, but she was too busy, so we scheduled a call back. When she called back she did nothing but continue to tell me I had no other options but the initial 2 and that they did not make a mistake. She also told me that I should have taken the check they sent and put it back into my escrow account instead of spending it. And when I asked then why did they change my payment twice in a matter of 3 months, she told me they can not change my payment. I proceeded to ask her then why has it changed on my bill, and she replied that the escrow amount changed. I then asked to speak with her supervisor, who's name was XXXX XXXX. He started it off by also saying that I should've been told to put the escrow check back in the account. He proceeded to offer to spread out the escrow shortage over 24 months instead of 12. When I told him that still didn't answer any questions, he proceeded to tell me I still had to pay the amount no matter what. I still don't understand why I am expected to pay for a mistake they made. If they had just left my payment at the XXXX this whole thing would have never happened. Please look into this, as to why their supposed policy demands that they mess up their customer life in an unfair manner.
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| 07/03/2021 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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Property ( condo ) located in XXXX, VA, XXXX.
Loan 1 : loan number XXXX. Duration XXXX XX/XX/XXXX Loan 2 : loan number XXXX. Duration XXXX XX/XX/XXXX Loan 3 : loan number XXXX. Duration XXXX XX/XX/XXXX I had multiple loans with Freedom Mortgage ( FM ) for the same property. Loan 1 originated in XXXX and I refinanced it with FM XXXX XXXX to a lower rate, thus starting Loan 2, and then again to an even lower percentage in XXXX XXXX, thus starting Loan 3. Then in late XXXX my parents ' health deteriorated to a point where they have to move-in with me so I started looking for a house. I bought a house and put my condo on the market. It was sold very quickly, but I had an incredibly difficult time with closing paperwork because of FM 's vile incompetence. My closing was supposed to happen on XXXX XXXX but was delayed until XXXX XXXX due to the following problems.
Problem 1. FM did not record the Deed of Trust when I refinanced with them from Loan 2 to Loan 3. They tried to blame XXXX XXXX XXXX and myself, but I reminded FM that I didn't pick the closing company- they did, and its not my responsibility to check if FM has completed the required documents. Instead of quickly resolving the problem, FM send me the wrong documents claiming everything was fine. I had to set-up teleconferences between XXXX XXXX and FM because FM kept sending the wrong documentation and pretended everything was fine. It took two weeks to resolve this problem.
Problem 2. FM did not pay my second half of XXXX taxes at all. I found that out when the taxes were 64 days overdue and had to pay them myself ; I could not sell the condo with outstanding taxes. FM took money from me into escrow but didn't pay the taxes like they were supposed to. I called FM Tax Services and was told to email with an explanation of the problem. So I did. As of today, I am still waiting for the promised refund. I had to call them multiple times, and FM told me it was an error, but that explanation is insufficient. If I was late with my mortgage payment FM would have charged me substantial late fees. I got lucky that XXXX XXXX Country Taxpayer services did not report me to the credit bureaus. Any tax-related problems would have severely impacted my employment ; I am a government contractor with a security clearance and tax problems are not well received. I found out that FM did not pay my first half of XXXX taxes on time. Instead of XX/XX/XXXX they paid them in XX/XX/XXXX. I repeatedly asked for an explanation but was not given one. Was that even legal to withhold money like that? While I was dealing with FM to resolve this problem, I had to make multiple calls about it to their tax department. No one from FM called me back even though it was a problem of their creation, not mine. There was a class action lawsuit against FM due to harassing phone calls, so they clearly know how to make a phone call.
Problem 3. On XX/XX/XXXX FM documented a loan in my name that had previously been paid off ( Loan 1 ) like it was new. That, again, prevented me from closing on the condo. No explanation was given as to why they did that. So I needed a new Certificate of Satisfaction. I organized a teleconference between FM and the title company working on my sale. FM was given the instrument number and all other required information, but they failed again and sent me the wrong Certificate of Satisfaction. This caused unnecessary delays and I almost lost the sale. I had to allow the buyer to move in prior to closing just to keep them in the deal.
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| 08/30/2023 |
Yes |
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- Trouble during payment process
- Loan sold or transferred to another company
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|
Web |
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Recently our mortgage was purchased from XXXX XXXX by freedom mortgage. We usually pay creditors with our bank 's bill pay service so that the date of payment can be easily verified and we can monitor outstanding obligations. One household member is battling XXXX and is often ill from the effects of XXXX and we get an enormous avalanche of insurance documents and hospital bills in addition to regular mail. We mistakenly made a payment to wells fargo that was returned and we set up freedom mortgage as a payee at our bank so that the payments could be properly routed. We ended up owing the XXXX and XXXX payments and on XX/XX/XXXX ( thursday ) XX/XX/XXXX XXXX an electronic payment to freedom mortgage of {$760.00} was processed and posted and on XX/XX/XXXX ( friday ) another payment of {$760.00} was processed and posted. This brought the loan up to date. Although the loan was current, on XX/XX/XXXX,. XXXX ( sunday ) at XXXX. an agent of Freedom Mortgage taped an envelope to the exterior of the front door. There was no knock or push of my lighted doorbell button and this is verified by video surveillance. The letter heading was " CONFIDENTIAL COMMUNICATIONS HAND DELIVERED. '' It was not hand delivered to either of the occupants of the home and both were there. The letter stayed on the door two days before either of us realized it was there. The letter was attached with about 1/2 inch of scotch tape adhered to the glass on the security door. Furthermore, when the agent was walking back to her small white sedan, she had her cell phone up appearing to record at the front of the residence as she walked back to her car. We have security cameras and have secured the recording of the incident. This paints us in a bad light to our neighbors unnecessarily. First off, the mortgage had been sold from one company to the another and sometimes there is some confusion in the process. Second off, the mortgage was current at the time of the visit. If freedom mortgage was behind on their records or crediting my payment properly this is their problem. Thirdly, we moved in this home in XX/XX/XXXX and have lived in this dwelling for almost 30 years and by the way we have never had to file an insurance claim on the property. It is inconvenient for us, with an ill household member undergoing XXXXXX/XX/XXXX to have things stuck on the door and due to this inconvenience we ask Freedom Mortgage to not return to the property. Freedom Mortgage seems to want to ramp up the XXXX XXXX boiler rooms we have opted out of email communications from them. Numerous robocalls were made to our cell phones without permission. Freedom Mortgage is to refrain from computer generated calls and all telemarketing calls. We am troubled that in just the past few days, Freedom Mortgage has been fined by the CFPS for paying illegal fees and throwing lavish parties for leads. and have had numerous other violations, class actions, TCPA violations, but they continue to engage in highly inappropriate behavior. There are numerous reports of abuse and complaints from customers. I suspect this company just considers these fines the cost of doing business and they have no intention of playing by the rules. You need to step it up with Freedom Mortgage. There are simply too many allegations of inappropriate conduct and I know for a fact that Freedom Mortgage engages in unethical behavior. Perhaps this is a blessing because Freedom Mortgage will not be doing a bait and switch because they are a no-sale.
Thank you XXXX XXXX XXXX XXXX
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| 01/08/2017 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
|
|
Web |
|
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This a request for reimbursement of {$21.00} from Freedom Mortgage as well as a request for a review by the appropriate authority of a questionable business practice on the part of Freedom Mortgage that likely results in impacts to many unknowing mortgage customers. The background follows : I sold a property at XXXX XXXX XXXX, XXXX, CA that had a mortgage with Freedom Mortgage. The business address and contact information provided for Freedom Mortgage on my previous mortgage statements is as follows : XXXX, XXXX, TX XXXX.
The property transaction closed on XXXX XXXX, 2016 and I am providing the closing statement. Upon close inspection of the closing statement, I discovered that I had been charged a late payment fee by Freedom Mortgage that they received as part of my loan pay-off. Because I knew that there had never been a late payment on this loan, ( and I did double-check that all previous mortgage checks had cleared appropriately ), I called Freedom Mortgage to have this addressed. Freedom mortgage staff verified that I never had a late mortgage payment on my account.
After verifying that I have never had a late payment for this mortgage, I had numerous discussions with Freedom mortgage staff trying to be reimbursed for the late fee that was applied in error. At first, I was told by Freedom Mortgage staff that the late fee appeared on the estimated closing statement " in case '' there was a future late mortgage payment, but that the final closing statement did not include it. However, I pointed out that the final closing statement I held in my hand did indeed include that late fee. After being run around to numerous departments, Freedom mortgage staff finally did acknowledge that there was an error and put in an " order '' to have me reimbursed. However, nobody apparently followed up on this " order. '' To date, I have not been reimbursed and have made numerous follow up calls, but no one has been able to resolve this or provide an explanation. On XXXX XXXX alone, I invested approximately 1-1/2 hours trying to resolve this. I also had a follow up call of over 20 minutes on XXXX XXXX and several calls in between. My mortgage escrow reimbursement for the loan closure did not show reimbursement of this late fee. As well, numerous discussions I had with staff trying to resolve this issue occurred after receipt of my mortgage escrow refund check, so I do not believe it was resolved through the escrow reimbursement.
At this point, the extra-ordinary amount of time I have had to spend to right this situation is not worth the {$21.00} I stand to be reimbursed. However, I am livid over the terrible customer service, the fact that I am still owed {$21.00} with no explanation why I have not yet received reimbursement, and especially the unscrupulous business practice of including a late fee on a payoff statement " in case '' there is a future late mortgage payment. Please keep in mind that there was never a late payment on my account, that the escrow in question was originally scheduled to close on XXXX XXXX, 2016, and the fee applied " in case '' was for the XXXX, 2016 mortgage payment. Even though the property sale closed on XXXX XXXX, 2016, this was still well in advance of XXXX XXXX, 2016, the first date when a late-payment fee could have possibly applied on this mortgage. I wonder how many other consumers may have paid a similar unjustified late charge that was applied " just in case '' and never reversed. Any assistance you can provide is appreciated.
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| 09/13/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Problem with personal statement of dispute
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|
Web |
Older American, Servicemember |
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I have been with Freedom Mortgage company for only a little while on this account as I was offered and granted a new mortgage with a lower interest rate due to my payment history with Freedom Mortgage but if you trace the history of any of my mortgage payment you will see that never in the life of my mortgage payments, have I ever been more than 30 days in making my mortgage payment. This payment had to have been lost in the mail. It was the XXXX XXXX XXXX weekend so I believe this also may have added to the situation. This is a VA backed loan thus I know the importance of keeping it current. I never received a phone call or a letter from this mortgage institution. I only found out payment had not been received when the next statement arrived showing that there was a double payment due which I paid immediately. I tried explaining this to Freedom Mortgage as they have dinged my Credit report with a 30 day late entry and have caused many of my creditors to either close my perfectly good account or lower their limit thus still negatively impacting my credit report and score. I can't believe after all my years of hard work and diligence in paying on time, one fluke situation out of my control has had such a negative impact on my credit. I am feeling totally deflated. I would like to request removal of the 30 day late entry as I have no control over the postal service or the mail room where payment was sent. I need a correction done to that potential damaging information which was reported but was not my fault. I keep hoping that a torn envelope from the postal service will show up in my mail but it has not happened yet. Please review my total credit report from any of the bureaus and you will see that I have never been 30 days or late on a bill that is in my name.The check was written on my XXXX XXXX and no it has not been cashed as of this date.There was never any intent to be late as I do my my bills on time. I am XXXX XXXX XXXX XXXX and I have worked too hard to build my credit as to where it was. Everything is costing more at this point because of the actions of Freedom Mortgage. Once I saw the XXXX statement, I immediately remitted payment. It was a unknown mistake of the bill and payment being lost in the United Postal Service delivery system. During the pandemic, I knew the post offices were impacted by number of factors but I didn't realize I would eventually also be included in the number of people who would negatively be impacted. From this point on, I will be setting up automatic payments so this will never occur again. If this event is overturned, I need letters sent to the companies. Also if you check the history of my payments with Freedom Mortgage you will notice that I pay more than requested each and every month. I would also like to state that Freedom Mortgage company which holds my VA loan is the hardest place to reach a customer representative with any authority to assist a customer. Every thing needs to be forwarded to a supervisor which never calls or answers your questions. Also I would like to say that XXXX and XXXX payments were received on time but is not reflected on my Credit report. Once Freedom XXXX 's system reported a payment as late, their computer system automatically sent foreclosure notices of requests to have a payment put in arrears along with notification to VA and Credit Bureaus. If they had ability to do all these notifications, why did I not receive a notification of late payment before it got to this point?
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| 04/24/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Problem with personal statement of dispute
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|
Web |
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IamdisputingXX/XX/XXXXlatepaymentonFreedomMortgage.Theirresponsetomeandyouwasthis:XX/XX/XXXXMs.XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX,VAXXXXRe:YourComplainttotheCFPBComplaint#XXXXDearMs.XXXX:WehavereviewedyourcomplaintandresearchedtheissueregardingyourXX/XX/XXXXpayment.ThepaymentthatpostedonXX/XX/XXXXintheamountof{$1400.00}wasreturnedfornon-sufficientfunds(NSF)andwewerenotifiedthatthepaymentdidnotclearbythebankonXX/XX/XXXX.ThepaymentthatpostedonXX/XX/XXXXintheamountof{$370.00}wasalsoreturnedNSFandwewerenotifiedofthisonXX/XX/XXXXbythebank.FreedomMortgagedoesnothavea72hourwaitingperiod.PaymentsmadeonourwebsiteoronthephonewithourCustomerServiceRepresentatives(CSRs)mustbesubmittedfromourbanktoyourbankandthefundsremittedtousfromyourbank.Thismaytakeseveraldaystocompletesoitmaytakeseveraldaystobenotifiedbyourbankthatapaymentisreturned.Itisyourresponsibilitytoinsurethatadequatefundsareinyouraccountforthepaymenttoclearwhenpresented.Therefore,wewillnotbeabletoamendyourcreditaswearerequiredtoreportaccuratelytothecreditbureaus.Verytrulyyours,XXXXXXXXXXXXDirectorCustomerServiceFreedomMortgageCorporationXXXXXXXXXXXXXXXX,XXXXXXXXXXXXXXXX,NJXXXXAfterresearchingevenfurther,Ifoundoutthis:onXX/XX/XXXXIattemptedtopaymyhousepaymentfromXXXXXXXXXXXXXXXXcheckingaccountintheamountof{$1400.00}.ItwaspaidusingACH.FreedomMortgageattemptedtotakeoutonXX/XX/XXXXandonXX/XX/XXXXtheywasnotifiedthatitwasreturned.IwasnotnotifiedbyFreedomMortgagethatitwasreturnedonXX/XX/XXXX.IdidnotfindoutuntilXX/XX/XXXXinwhichatthattimeIhadtodoasplitpaymenttocoverwhichmeansIhadtouseXXXXXXXXXXXXXXXXtopay{$1100.00}andXXXXXXXX{$370.00}.OnXX/XX/XXXXIspokewithXXXXXXXXandfoundoutthattheaccountwasnotdrafteduntilXX/XX/XXXXfortheamountof{$370.00}butthatIwasnegativeinmyaccountof{$1.00}.XXXXXXXXalsostatedthatIhad{$480.00}inmyaccountonXX/XX/XXXX.InthepreviousstatementbyXXXXXXXXXXXX(DirectorCustomerServiceFreedomMortgageCorporation)hestated"PaymentsmadeonourwebsiteoronthephonewithourCustomerServiceRepresentatives(CSRs)mustbesubmittedfromourbanktoyourbankandthefundsremittedtousfromyourbank.Thismaytakeseveraldaystocompletesoitmaytakeseveraldaystobenotifiedbyourbankthatapaymentisreturned''Thereisinconsistencywiththisstatement.
FreedomMortgageattemptedtodraftmypaymentfromXXXXXXXXXXXXthesamedaythatIrequestedonXX/XX/XXXXanditreturnedonXX/XX/XXXX.ThesecondtimeIattemptedtomakethepaymentfromXXXXXXXXXXXXXXXXXXXX,theACHpaymentonXXXX/XXXX(Ihadmoneyinaccounttopay)anditwasnotsenttoXXXXXXXXuntilXX/XX/XXXXperXXXXXXXXXXXXXXXXXXXXCustomerService.
Firstthing,IwasnotnotifiedfromFreedomMortgageonXX/XX/XXXXthattheypaymentdidnotgothrough,IfoundoutXX/XX/XXXXwhichputsmeinadangerouspoint(30day)ofpayingmyhousepayment2ndthing:IfanACHpaymentcantakes7dayswithXXXXXXXXtogothrough,whydidittake1dayforXXXXXXXXtogothrough.Inconsistency.
3rdthing:IwasnotinformedbyFreedomthatuponmakingbothpaymentsthatanACHdoesnotgothroughimmediately.IwasinformedonXX/XX/XXXXbybothXXXXXXXXXXXXXXXXXXXXandXXXXXXXXXXXXXXXXthatusingadebitcardwilltakethefundsimmediately.FreedomMortgageinformedmethatitgoesthroughimmediatelyonXX/XX/XXXX.Pullthecallsifneedbe.
4ththing:IfIattemptedtopayonXX/XX/XXXXfromXXXXXXXXXXXXXXXXXXXX,whydidittaketillXX/XX/XXXXforthethemtoreceivetherequestforfundsandmyXXXXXXXXXXXXXXXXStatementshowsitwaspaidonXX/XX/XXXXintheamountof{$1100.00}?????SobasicallytheyknewonXX/XX/XXXXandIwouldhavebeenabletocallinandmakeapaymentsomeotherwaythatwouldhavegottenpostedbeforethedeadline??????
IwantthisremovedorIwillseekattorney'sadvice.Andtheywillbeauditedfortheirerrors.
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| 04/19/2018 |
Yes |
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- Trouble during payment process
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Web |
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When I received my loan documents, I was told that PMI would be removed when the loan had been repaid on time for 5 years and loan to value was 78 % to the homes value or the initial loan value. The loan started in XX/XX/XXXX.
My servicer in XX/XX/XXXX was XXXX. I was working with them in XX/XX/XXXX to remove the PMI. The original value of the loan was XXXX, the home was appraised at XXXX. We have invested in our home and strongly believed the market value was significantly higher.
I contacted XXXX to discus removing PMI and they informed me that my loan would move to Freedom. I contacted Freedom and explained my home 's value had increased and that I would like to have the appraisal done so I could drop PMI.
Freedom said they could not help me until they had the note in their file.
After some time, they were able to discuss with me my account. After multiple calls, I finally had someone tell me how to get an appraisal done on my property to remove PMI. They were very clear on their instructions.
I trusted that because my call was recorded, that I didn't need to write down more then these steps. I was to call XXXX, provide reference code XXXX and my loan number XXXX. Once the appraisal was complete, Freedom would receive this information, they would be able to adjust the value and fix the PMI.
I followed their instructions. Called the number. Paid {$450.00} via a credit card on XX/XX/XXXX to a group called XXXX XXXX XXXX. The next day a certified appraiser called me and on XX/XX/XXXX I had them in my home, documenting my property. I had to stay home from work to make this happen. The value of the removal of PMI is a significant cost savings for my family of XXXX. Kids are expensive and I was excited for this opportunity.
Today, XX/XX/XXXX, I contacted Freedom to understand the status. The first person I spoke with said what I did was not possible and transferred me to a manager. The manager said what I did was wrong and that he needed to pull the audio recordings to verify what I was told was what I was told. He would then call be back for next steps. I was devastated at this news and told my wife.
I called in the evening to find out the status and again was told this was not possible. For the first time a rep explained why. They stated that FHA property values could not be changed.
I have a hard time accepting this because it doesn't say that in the loan documents. It says initial loan value or home value. My home value is not documented correctly and I am seeking to correct that. The rep explained that there was nothing she could do. That I was given incorrect information.
I spoke with XXXX, a manager on the evening call. She offered to send me the very agreement I referenced that states either original loan or home value. She clearly explained their only remedy is to pay me for the expense of the appraisal or they can put me in a new loan. The first option requires me to prove they said what they said to me and to provide receipts for my transaction. The second they make more money off of me through closing costs and so forth. I broke the news to my wife. This represents a significant change in our XX/XX/XXXX budget and strategy. While we are thankful for the clarity, we don't understand why were instructed down this path without hope of Freedom Mortgage keeping integrity.
There has to be a way for them to keep their word to me. I did what they told me to do and took the time to do it.
I trusted them, please advise.
|
| 06/29/2023 |
Yes |
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- Struggling to pay mortgage
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|
Web |
Servicemember |
|
I have a VA loan with Freedom Mortgage and feel that they are is engaging in unethical servicing practices and obstructing me from being reviewed for options such as deferment, partial claim, loan modification or repayment plan. My family went through loss of income and hardship due to the Covid 19 pandemic which led to payment struggles and Freedom offered a 6 month forbearance which was helpful at the time and now the hardship is resolved. The problem is that Freedom Mortgage has been misplacing documents and slow walking the review of my information for a solution to pay off the arrearages. I was told I was being considered for a 6 month repayment plan, then I was told they did not have the right information so I sent in more paperwork for a review for 12 month repayment plan and no one at Freedom has answers. I do not want to go into foreclosure and I do not want to lose my home. My wife and I are both back working full time and the hardship is resolved. The issue is the delinquent payments, we are not in a position to pay this all back in one lump sum reinstatement but seek a reasonable plan to address this.
I was a United States XXXX and was XXXX in the XXXX XXXX as part of XXXX XXXX and XXXX XXXX as well as a tour in XXXX with a final rank of XXXX. I was on XXXX XXXX for XXXX years and XXXX and then served as a reserve and then with the XXXX XXXX XXXX . I now work as a XXXX XXXX XXXX for XXXX XXXX XXXX for 17 years. We refinanced into this loan in XX/XX/2022 and took out some money for repairs of our roof and driveway and painting. Shortly after we refinanced my wife caught XXXX and was unable to work. We thought this would be a short break in employment but she was out for 10 months which affected our household income and due to the repairs on the house had no savings. In XX/XX/2022 it caught up with me and the mortgage payment was late, and then I was unable to make the XXXX payment because we were struggling financially. I spoke with an agent at Freedom and they told me I qualified for the Covid forbearance and that for XXXX months I did not have to make the payment so we could get back on our feet. The good news is that our hardship was resolved by XXXX and I contacted Freedom to see about resuming my mortgage payments early.
I was told by their agents that they would not accept a regular mortgage payment from me and that I had to make a lump sum payment to catch up all the past due payments or send in documents to be reviewed for a plan to catch me up. I sent the paperwork in multiple times and feel that the company has been stringing me along while the amount of late payments grows. ( about $ XXXX ). I have called multiple times to follow up and no one has answers, they just tell me to send more documents or pay the whole past due amount, or they will foreclose on me.
Freedom Mortgage has never evaluated my ability to pay, Freedom Mortgage has never considered me for government programs to help struggling homeowners who need assistance such as loan modification, forbearance, partial claim, deferred principal or repayment plan and instead demand that we make a lump sum payment of full past due amount.
There are XXXX people in our home and we do not want to lose it. My hardship is resolved, I have a good job and I really need Freedom Mortgage to make my case a priority and work with me to figure out a reasonable and affordable solution so that I can keep my home and get back into good standing with this loan.
|
| 04/06/2020 |
Yes |
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- Trouble during payment process
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|
Web |
|
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.I authorized Freedom Mortgage to withdraw my mortgage payment due in the amount of {$1500.00} by making online payment on XX/XX/2020. They illegally withdrew {$2000.00} from my BRAND NEW checking account with XXXX XXXX XXXX XXXX on XX/XX/2020 without my authorization causing my brand new account with them to be overdrawn. I phoned Freedom Mortgage on XX/XX/2020 when I went to purchase groceries and my debit card was declined due to this unlawful withdrawal of funds from my account by Freedom Mortgage. After holding over an hour, I was told by " XXXX '' in customer service that the reversal in the amount of {$530.00} would be processed and funds back in my account on XX/XX/2020. He said I did not need to send in any additional documentation or do anything additional. The funds did not get put back into my account onXX/XX/2020and I was forced to call out of work, as I did not have gas money to get to work with without these funds. So, I again called Freedom Mortgage on XX/XX/2020 to be told that I needed to provide my bank statement showing the funds came out of my account for the higher amount and it would take up to 10 days, which is completely unacceptable. I was further told the person I spoke to on Friday ( " XXXX '' ) had given me incorrect information as to their procedure for getting the funds reversed and refunded. I then asked for a supervisor and spoke to XXXX with ID # XXXX. XXXX indicated that she would expedite this due to the urgency of me not having food or gas money to get to work and am in jeopardy of losing my job if I again have to call off of work due to this error on their part and assured me she would personally walk this through to their cash department to be processed today and call me back by XXXX XXXX on XX/XX/2020 before the end of her shift. None of that happened either and I am now facing job loss and serious financial damages due to this horrendous error that I have not caused. This is THEFT AND FRAUD by this company and I would like this investigated and penalties imposed accordingly. They were NOT authorized to withdraw funds in that amount from my account. I need this corrected immediately and the funds I am owed returned, along with ALL damages I have suffered as a result of this error by Freedom Mortgage. I can not wait 10 days for this money to be returned. I will lose my job and face losing my home as well. I feel this is being done deceptively and on purpose by this company to people that have a large amount of equity in their home so they can force foreclosure for their gain. This company needs to be fully investigated. I intend to pursue this with every agency possible until it is resolved to my satisfaction, including a court of law. I have been unjustly harmed by Freedom Mortgage and intend on making this company make this situation right. The mental anguish I have suffered worrying about how I am eating, if I am losing my job, etc. is unacceptable and will not be tolerated. With this COVID-19, I can not even go to the hospital for treatment without MORE worry of being further endangered by being exposed to this horrible pandemic. This is unacceptable at all levels. I should not be responsible for training their customer service staff to provide correct information the FIRST time I called either. These calls are " recorded, " so I suggest they pull mine made on XX/XX/2020 with " XXXX '' at XXXX for 58 minutes in duration to review that I was told nothing needed to be done on my behalf.
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| 02/18/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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|
Web |
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Good day, In XXXX my life finances changed due to Covid I then applied for the Covid forbearance program and made some payments in between at the end of the program I had a balance est XXXX I then decided my best option which was given to me by my Lender company is to apply for a Loan Modification I was placed on a trial period of 3 months with payment of XXXX I made all of the payments in a timely matter. After the 3 months, I called numerous regarding the paperwork for the XXXX modification I was told more than twice that the underwriters are behind and they will notify me. On the XXXX month of the modification I received the paperwork ( after XX/XX/XXXX ) with no notice just paperwork, I called freedom mortgage they then advised that the paperwork needs to be notarized and sent back Everything was done and sent back before the due date. About a week later I received a call from the lender stating that the paperwork they sent was incorrect and the notary needs to put the stamp in between the lines then I was made aware that they have a company XXXX that will send a notary to my home. I received the XXXX set of paperwork after XX/XX/XXXX I called XXXX and scheduled an appointment which was canceled due to system issues and was rescheduled for XX/XX/XXXX all of the paperwork was done and sent to the lender, I called in to make a payment of XXXX ( my agreed amount ) that's when I was made aware that my paperwork was not approved due an error the notary made on the date ( wrote wrong year then try to write over it with the correct year ) I then advise them that he did not use the paperwork I received from them he had the paperwork with him I was then told by the lender to call and scheduled another appointment, I then called XXXX I was then made aware I have no open ticket I went back and forth with XXXX and freedom mortgage for weeks then I was told that new paperwork was sent out to me but I never received them called a few time and was told that an email was sent out this was told to me over 4 times still nothing no word no contact on their end. I called in this Monday and made a payment of XXXX, I was then made aware that my Loan modification was rejected due to paperwork. I then made her aware of everything that had taken place she then advise that she would put in a request stating all of the concerns but was not able to take down the confirmation number for the payment she did ask to call XXXX on XX/XX/XXXX regarding the request. On XX/XX/XXXX I called XXXX and didn't receive anything so once again I called the lender and was then made aware that they need to submit a new request for a Loan modification she then stated if rejected then by XX/XX/XXXX the process of foreclosure would start. Also inquired about my payment that was made on XXXX I made her aware that I don't see the payment posted on my banking account she then advised because the Loan was rejected which made no sense she then stated that it may be an issue with my bank because she sees the payment that was made on XX/XX/XXXX. After a sleepless night, I called my bank they have no payment submitted I called the lender back and asked for the confirmation number they were unable to provide it. After my XXXX call today, I was then made aware that they see a payment was attempted but not completed she then re-took my payment of XXXX conf # XXXX XXXX I add in the midst of all this I keep asking for a supervisor and was never contacted to.
Thank you for your time.
|
| 09/17/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
|
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We did Emergency Services work for a customer after their home flooded. The work was covered by their insurance company and when the insurance company paid us they mistakenly put the insured 's mortgage company on the check. The mortgage company even agreed that they should not have been on the check because it was Emergency Services work and there was no rebuild on the job. Meaning we did not put anything back into the home that the mortgage company would have rights to.
Because the check had already been written and signed over to us by the insured we were forced to send the check, in a self-addressed stamped overnight envelope, to the mortgage company, Freedom Mortgage in order for them to sign it and send it back to us. We were instructed, by Freedom Mortgage, to endorse the check and send it to them and were told that they would return the check to us in our next-day self-addressed stamped envelope. We sent the checks to the on XX/XX/2019.
Since receiving the checks, Freedom Mortgage has told us a different story nearly each time we call. They were sent two different checks, one for the water damage and one for the mold. We have been told that the checks were approved and sent back to us. When I pointed out that they hadn't arrived and that our envelope was not showing that it was in the mail they then said that they were sent in their own envelope. We waited several days for them to arrive.
When they hadn't I called back and was told that it would be 3 business days before they sent them. When they again didn't arrive I was told that they had to be deposited into Freedom Mortgage 's bank account and that once they cleared they would be sent and that it would be three business days.
When they didn't arrive we were told that they wanted us to send them a bond and a copy of our General Contractor 's license. We explained that we were not a General Contractor, that again, we did not do any build back and that our work did not require a bond. They had to request an exemption which took several days to get OK'ed.
When the check again did not arrive I was told that the home owner would need to come current on his loan before they could release the funds. When I called back and spoke to someone else I was told that one of the checks, the water damage check, was sent and that the second check would be sent once they had a " clean air '' test. They did not specify what that meant or what would qualify as a clean air test or a passing standard.
Now we come to find out that they did not send the water damage check and that they are still holding onto it.
The latest is that they want to combine the two checks and have us petition to have half of the balance sent to us. We had to ask for another exemption from them. and are waiting to hear back but it makes no sense to combine the two checks and then have to request that they send half of it.
We have been waiting for our checks from Freedom Mortgage, who has no legal claim to our checks for 28 days now. They have been collecting interest on our money, without a right to the checks because the insurance company made a mistake by putting their name on our checks. Freedom Mortgage is now profiting from this mistake with our money.
The amount in question is {$11000.00}. {$5700.00} for the water damage and {$5200.00} for the mold.
The supervisor I have been speaking to is XXXX XXXX and her direct number is : XXXX The loan number is XXXX the Tracking number is XXXX.
|
| 05/04/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
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XX/XX/XXXX My auto payment for XXXX was deducted from my checking account and paid to my mortgage lender Freedom Mortgage.XX/XX/XXXX I received a call in the evening stating they had not received my payment and were calling to collect. I checked my account it had been debited and upon further discussion learned that my payment had increased to XXXX due to an escrow shortage and a letter had been sent to notify us. We had been on vacation when the letter was sent and missed it because they send a ton of mail. So while they had received my payment, it was in a holding account because it was not the full amount and had not been credited. I immediately gave them my card number to debit the additional XXXX and was informed there was also a late fee of XXXX. It was late, so I paid it but the customer service associate said he would submit a request to have it waived.
After getting off the phone, I was questioning whether or not fair lending laws allow a late fee of that amount because I work at a bank and my memory was that lending companies can't charge more than the amount that is late in fees. I looked up state law as well, Idaho Statute Section 28-42-301 ( 2 ) XXXX XXXX XXXX XXXX ; With respect to a regulated consumer loan secured by a security interest in real property which is used or expected to be used as the residence of the debtor which is not a precomputed regulated consumer loan, the parties may contract for a delinquency charge on any installment not paid in full within fifteen ( 15 ) days after its scheduled due date in an amount not exceeding five percent ( 5 % ) of the unpaid amount of the installment, or XXXX dollars ( {$15.00} ), whichever is greater.
The request was denied so I called customer service to discuss. I was told it was denied and there was nothing that could be done so I asked to speak to a supervisor. I was then told I wasn't allowed to speak to a supervisor per their new policy that the representative that answers the call has to resolve the issue and because it was resolved there was nothing more she can do. I asked to speak to a supervisor several more times and was denied and offered an email address to lodge my complaint. She finally transferred me to another department and I explained the situation and the law to two additional people. One of whom explained to me that the late fee amount is 4 % of the amount of the monthly payment and when you don't pay the full amount of your monthly payment none of it is credited to the account - the mortgage co holds it, and that is why they charge the late fee on the total amount of your monthly payment not just what is late. I explained that is where they are violating lending laws as I understand them and shared the ID statute that it should only be on the unpaid amount. She finally agreed to try to remove the charge but told me she didn't know how because once a charge is made there isn't a way to credit an account back but she would take care of it. Her name was XXXX XXXX. I told her I was perfectly fine with being charged a {$15.00} late fee because the amount was late but 111 % was not acceptable. When doing my taxes recently I noticed the fee had not been credited back. I am tired of fighting with the company. This was the second time I have called them out on lending practices, the previous was during our refinance the prior XXXX which they admitted and reconciled but I am concerned for people who don't know and are being taken advantage of.
|
| 03/20/2018 |
Yes |
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- Trouble during payment process
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|
Web |
Servicemember |
|
In XXXX, our home mortgage was sold by XXXX XXXX XXXX to Freedom Mortgage. We have been trying to pay our mortgage for XX/XX/XXXX and XX/XX/XXXX since mid XXXX. During the transition of the sale of our mortgage, we received a letter, but no mortgage statement from Freedom. We immediately called the provided number on this letter and were told not to pay yet because our account information wasn't set up in their " system. '' On XX/XX/XXXX, my wife received a " welcome '' call from " XXXX '' ID # XXXX. She told him we had not yet received our mortgage statement. He said that our " welcome letter '' contained two mortgage coupons. After looking for the coupons in the letter, none were found. He provided no help other than saying he would mail new coupons.
On XX/XX/XXXX, a week after speaking with " XXXX '' my wife called Freedom again and spoke with " XXXX '' ID # XXXX. He assured her that the payment coupons would be sent out that same day. On XX/XX/XXXX we received a call from Freedom Mortgage concerning our payments. My wife told the caller she was waiting for a mortgage statement. He checked with his supervisor, and then returned to the phone to say they don't send paper statements, because the escrow changes from day to day. When she asked to speak with his supervisor, she was told " my supervisor is too busy. '' On XX/XX/XXXX they generated a paper statement which arrived in our mail several days later. On XX/XX/XXXX we sent check # XXXX drawn from XXXX XXXX XXXX XXXX in the amount of {$2300.00} for XXXX and XXXX payments for XX/XX/XXXX.
On XX/XX/XXXX, we wanted to verify that the check had been processed, so I went online to check my XXXX XXXX account.
The check still hadn't posted to my account, so we attempted to go online at Freedom Mortgage.com to monitor our account. Of course we had to first set up an account. After repeated attempts, and log-in failures, my wife called customer service and spoke with " XXXX '' ID # XXXX. He checked our account and told us Freedom hadn't received our payment. He suggested we put a stop payment on our check and re-submit our payment. We were told we had a 60-day grace period, ending XX/XX/XXXX. He wasn't able to help in any way with creating an online account for us ( as far as we got was the web page returned an " updating site, check back later '' message. XXXX couldn't even transfer us to Freedom 's Tech Support.
On XX/XX/XXXX, my wife again called customer service for assistance with creating an online account. She spoke with " XXXX '' ID # XXXX. She was helpful setting up our online account, however, she was unable to track our check. The solution once again from her was to stop payment on the check. She said our grace period would end on XX/XX/XXXX. My wife asked for an extension, since they wouldn't even provide a timely method of sending a payment. Her solution was to either pay online or over the phone. We prefer not to pay that way, as we have always payed our mortgage bills through the US mail, and they have arrived on time and without problems or delays. We are now facing a potential stop payment fee, possible bad credit reporting from this less than XXXX XXXX institution, and no guarantee that this won't happen again. They have also made me keenly aware that they are not going to contact us and in short, can't be bothered with customer complaints, based on the lack of cooperation and flippant attitudes of people we have so far dealt with at Freedom Mortgage.
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| 07/22/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I am a mortgage broker who is refinancing a past client of mine. Their current mortgage is being serviced by Freedom Mortgage. We have attempted to obtain a payoff demand from Freedom three times both email and fax each time since XXXX. Between then and now, my client has received several phone calls from Freedom loan officers soliciting them to refinance with Freedom under the guise of confirming my clients wishes to refinance with my company. This is borderline fraudulent activity in and of itself.
In my call with Freedom on Friday to check the status of the payoff demand, I was lied to several times on a recorded line by XXXX ID XXXX. She switched her story several times about whether Freedom had received the payoff request and whether she could see the payoff authorization form in her system or not. When I finally asked for a supervisor, she put me on hold for several minutes and then hung up on me. The initial payoff request has been sent several times between XXXX and now. Like I said, Freedom LOs have solicited my clients several times this week to refinance, so it is 100 % apparent the payoff request was received by Freedom. I understand wanting to retain your loans, but being blatantly dishonest and obstructing another mortgage companys business is not the right way to go about it.
This is not only unethical but a complete obstruction of business. In addition, my client is being harassed by Freedom Mortgage attempting to get my client to refinance with them instead when all they want to do is close their loan with me. I told Freedom on Friday, XX/XX/XXXX, that if I did not have the payoff in hand by end of day I would file a complaint with the CFPB. I finally received the payoff this morning, XX/XX/XXXX, so they missed the more than fair deadline I gave them. I have heard the same situation occur with Freedom from many of my mortgage broker peers. I have attached 6 pieces of documentation to this complaint showing all three dates that we requested the payoff from Freedom. Each time the request was sent via email and fax. Enough is enough and their unethical business practices of misleading the consumer and obstructing business operations of other mortgage professionals must be brought to light.
XXXX Freedom violated CFPB regulation 1026.36 - Prohibited acts or practices and certain requirements for credit secured by a dwelling.
( 3 ) Payoff statements. In connection with a consumer credit transaction secured by a consumer 's dwelling, a creditor, assignee or servicer, as applicable, must provide an accurate statement of the total outstanding balance that would be required to pay the consumer 's obligation in full as of a specified date. The statement shall be sent within a reasonable time, but in no case more than seven business days, after receiving a written request from the consumer or any person acting on behalf of the consumer. When a creditor, assignee, or servicer, as applicable, is not able to provide the statement within seven business days of such a request because a loan is in bankruptcy or foreclosure, because the loan is a reverse mortgage or shared appreciation mortgage, or because of natural disasters or other similar circumstances, the payoff statement must be provided within a reasonable time. A creditor or assignee that does not currently own the mortgage loan or the mortgage servicing rights is not subject to the requirement in this paragraph ( c ) ( 3 ) to provide a payoff statement.
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| 04/04/2023 |
Yes |
- Mortgage
- Other type of mortgage
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- Struggling to pay mortgage
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Web |
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Freedom Mortgage continues their unethical and illegal tactics in order to steal the equity from my home. They are not just stealing it from me, they are stealing it from the taxpayers and the government because this is a USDA loan. They intentionally lie, misplace, mislead and obstruct my multiple attempts over the last XXXX months to submit a package to be reviewed and considered for loan modification. Now the house is scheduled to be sold on XX/XX/XXXX. On XX/XX/XXXX I called in to check on my loan modification submission. They told me that all I needed to send in was updated pay stubs. I submit all of my documents via email and this was received and I called in on XX/XX/XXXX for an update. They told me that MY PACKAGE WAS COMPLETE AND THAT THE UNDERWRITER WAS GOING TO REVIEW AND I WOULD HAVE A WORKOUT DECISION WITHIN 30 DAYS. They said the only thing I needed to do was to continue to send my bank statement and my wife and my paychecks monthly. On XX/XX/XXXX I sent in the most recent paychecks as well as bank statement. Freedom called me on XX/XX/XXXX and told me that I had been sending in paychecks for my wife, and that they needed the full paystub that included the deductions and year to date. Freedom had my full package on XX/XX/XXXX but it was not until XX/XX/XXXX that they requested the additional information ( keep in mind they already had the paycheck!!! ) and it was sent the same day. XXXX days later Freedom called me and said that the date on the financial statement had expired ( again Freedom had all of my documents as of XXXX XXXX ). I updated the form and re-sent the financial worksheet with the current date on XX/XX/XXXX. I called Freedom and they verified they had everything. Freedom then called me on XX/XX/XXXX and told me that the signature page was " hard to read '' and could I send a clear copy. This was sent the following day. I was scared because the sale date was coming up and called them again on XX/XX/XXXX. They told me that the file had been reviewed and they decided not to re-open the review because the XXXX form that Freedom had provided to me was the OUTDATED VERSION. This is the form that Freedom sent to me and told me to fill out. The form had been with the underwriter since XX/XX/XXXX, yet it took them until two weeks before the sale date to tell me that this form was not acceptable, and that it was their fault. I asked if they were going to send me the correct updated form and they said yes, it was on it's way. One week later and this has not been sent to me via mail or email. I took the original XXXX form they sent me and I manually corrected the dates and sent this in to them with my signature. I also provided all pages of my 2021 tax returns. Freedom had my 2021 tax return page XXXX and XXXX since XX/XX/XXXX and told me the file was complete. Less than two weeks before my sale date they told me that this document would not work, that they needed all the pages. This came XXXX months after they began their review. No competent business or organization conducts themselves in this fashion. Freedom tries to blame the borrower but the fact of the matter is that this is an organized and systemic deliberate obstruction in order to steal equity from me the homeowner and also to rip off the government and USDA. I have enough money to pay my mortgage, but due to Covid I fell behind. I have spent 9 months dealing with this corrupt organization and someone needs to do something about them.
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| 02/01/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
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This complaint is about XXXX XXXX XXXX and its failure to send me my monthly mortgage statement for the payment due XX/XX/XXXX. As of today, I have not received the usual mailed paper statement. When I called the company 's service rep, who identified herself as " XXXX, '' with an ID number of XXXX, asking about the whereabouts of the statement ( which includes the payment coupon ) she advised me this statement was mailed on XX/XX/XXXX.
This is a violation of the Dodd-Frank Wall Street Reform and Consumer Protection Act 's " periodic statement rule '' that requires Freedom Mortgage to send the statement within four days after the end of the courtesy period of the previous billing cycle. A courtesy period is the time period between the date the payment is due and the date the late charge kicks in.
Since I am anxious to pay my monthly obligation in a timely way, I asked " XXXX '' to have Freedom Mortgage immediately send me via e-mail a PDF of the statement with its attached payment coupon. She said she would send a message with my request to another part of the company which she didn't identify. Now, at XXXX XXXX. ET, I fear the e-mail is not going to arrive in a timely manner. She also offered to send me a duplicate via the U.S. Postal Service, but noted it would not arrive before XX/XX/XXXX, some 10 days after the " grace period '' ends for this month. If I delayed that long, I would owe a {$55.00} " late fee, '' based on Freedom Mortgage 's XX/XX/XXXX monthly statement.
The other alternative " XXXX '' offered was for me to establish an online account with Freedom Mortgage, which I did. Once I was able to access my account, I discovered that the " Internet Reprint '' of my XX/XX/XXXX statement on line would not allow me to print out a copy of the payment coupon. So I can not send a check with the missing paper payment coupon, nor can I print out one on line. Catch 22!
( Attached to the online image of my XX/XX/XXXX statement was a copy of my XX/XX/XXXXIRS form XXXX, and an annual statement of taxes and interest I paid. It appears that the company decided to do this on the cheap, delaying my monthly statement until the XXXX and tax and interest documents were ready. None of these documents has arrived, either with or separately from the missing XX/XX/XXXX statement. ) This is the second time that Freedom Mortgage has failed to mail me a monthly statement in a legally timely manner. The first occurred when my mortgage was sold by XXXX, the previous mortgage servicer, to Freedom Mortgage on XX/XX/XXXX. On that occasion, I sent in a payment ( based on the amount from the XXXX 's previous monthly statement ) by certified mail with a return receipt requested. I did so to protect myself from any late fees that Freedom Mortgage might try to charge me. The postage alone was more that 10 times the price of a regular first-class stamp.
See the attached screen shot of the list of monthly statements that Freedom Mortgage has sent me since it took over servicing my mortgage. Note that the top one, mailed on XX/XX/XXXX, links to the " Internet Reprint '' of the missing XX/XX/XXXXstatement and payment coupon. The bottom one, dated XX/XX/XXXX, links to the first statement mailed after Freedom Mortgage took over my account. It is likewise in violation of the " period statement rule. '' It now looks like to I have a send a check via certified mail today to again protect myself from possible late charges.
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| 12/24/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
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- Problem with a company's investigation into an existing problem
- Their investigation did not fix an error on your report
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Web |
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ATTENTION : XXXX ID # XXXX OF FREEDOM MORTGAGE I Called Last week ( first week of XXXX ) shortly after the company responded to the complaint to discuss the discrepancies of the company 's accounting along with the inaccurate information Freedom Mortgage is reporting on my consumer report.
Again the Late Payment is incorrect. Please have the Late Payment Removed entirely from consumer report. or just remove the entire account. I need that information removed immediately. Please and Thanks This is my XXXX attempt to fix this on going issue with Freedom Mortgage.
I submitted a detailed Complaint on XX/XX/XXXX providing Proof that I was never late on this mortgage, and their response to the complaint made absolutely no sense. I feel I am being ignored. According to Freedom Mortgage Response, they appear not to have the facts together in this matter. In their direct Response ON XX/XX/XXXX they said " Your XX/XX/XXXX payment was paid on XX/XX/XXXX and thus reported as current to the CRAs. Because your XX/XX/XXXX payment was not made within the month due, the delinquent reporting to the CRAs is accurate and can not be amended. " I WILL INCLUDE A SCREEN SHOT OF THEIR DIRECT Response in the attachment but obviously if we were to focus on the FACTS, it is clear that Freedom Mortgage does not have their accounting in order and they are not being truthful. How would it be possible for me to make a Payment for the Mortgage ON XX/XX/XXXX FOR THE MONTH OF XX/XX/XXXX!!!!!????? according to XXXX XXXX XXXX Manager Customer Complaint Management Freedom Mortgage Corporation. A DATE THAT AS NOT EVEN PAST AT THE TIME OF THE COMPLAINT!
I declare under penalty of perjury ( under the laws of the United Stales If executed outside of the United States ) that the foregoing is true and correct to the best of my knowledge Further. I certify that I am permitted by FEDERAL and STATE LAW to file this dispute. I also understand that knowing and willful misstatements or omissions of material facts constitutes a FEDERAL CRIMINAL VIOLATION punishable under 18 USC 1001 Additionally, these misstatements are punishable as perjury under 18 U S.C 1621. This Late payment found within my credit report reported incorrectly by Freedom Mortgage and is completely untrue and that I was never late on this account!
I Demand the same for Freedom Mortgage ; to Swear and declare under penalty of perjury with the full understanding that knowing and willful misstatements or omissions of material facts constitutes a FEDERAL CRIMINAL VIOLATION punishable under 18 USC 1001 on their claim that the late payment is accurate with both validated and verifiable proof. OR simply update the reporting to paid as agreed, or paid never late, or simply remove the late payment and any reporting for that month.
You guys are single handedly messing up my entire credit report because I am never late on any of my accounts ever! and just need this last thing to be fixed.
This information is False and misleading and is preventing my from using my credit. The information for this account did not meet the credit reporting standards of being 100 % correct. and the company Freedom Mortgage has failed to provide proof.
With the CFPB as my witness I am documenting each response.
Please do the right thing so this does not have to escalate any further.
I'm demanding the CFPB to enforce the correction and or Deletion of this late payment on my consumer report.
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| 11/12/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
Servicemember |
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In XXXX of XXXX I received correspondence on behalf of Freedom Mortgage that my house at XXXX XXXX XXXX XXXX would be going into a foreclosure sale the XXXX week in XXXX. County records show that on XX/XX/XXXX the Home was sold ( wrongfully ) Due to forced legal difficulties {$130000.00}. The house was then sold for {$140000.00} to a XXXX XXXX XXXX Minus the approximate {$150000.00} I owed. this would leave a deficit of {$16000.00}. The VA gave Freedom Mortgage over {$33000.00} for loss on this home.
Freedom mortgage still claimed I owed them after receiving the money from the VA. They continued for almost 2 years and still continue to this day report this Foreclosure as openly active. If the Home was sold in XXXX No more data should have been reported after then. They continued to report this erroneous information to all 3 credit bureaus.
On XX/XX/XXXX I called Freedom Mortgage with an XXXX Customer Service Representative on the Phone. They told the rep in recorded conversation that the house was in foreclosure and everything was being reported correctly. I then told them they wrongfully foreclosed on my home and I had previously sent them letters and notices which they just blatantly disregarded.
After our phone call I sent them over the letter from one of their many mortgage servicing companies and told them that this should have been sent over with my file since the gentleman on the phone XXXX stated that all information should have been sent over when my loan transferred, but Freedom Mortgage has been penalized in the past for not keeping updating records and for fraudulent records. Which in a prior phone call that same day another agent in a recorded conversation said that he couldn't even find an account for me after searching using my phone number, name, email, address, and social security number. In the email I sent along with the letter I informed them that the VA said they would have to have a court order to foreclose on my home.
I then called again on Sat XXXX the XXXX and was told that they are no longer trying to collect on the account and that it was a {$0.00} balance. I then proceeded to ask for the Trustee Sale Deed from the house and a statement account showing a {$0.00} balance. The agent said that the soonest I would receive those instruments was on XX/XX/XXXX. I said ok.
I called again on XX/XX/XXXX and in a recorded conversation the agent was saying things like " whoa how did this happen '' " wow '' " we definitely got the ugly side of the stick on this one, I'm not saying its your fault. I just don't see how it happened '' I then asked him for the Trustee Deed from the foreclosure sale and the statement from my account. He then proceeded to tell me it would take a week. He apologized over and over that this had happened and that they should be taking care of their veterans. He then in so many words tried to blame me saying it was due to my name change and all of that and I proceeded to tell him I had ben reaching out for almost 2 years to get this resolved. Again conflicting information just over a few days. I asked him why and he said it had to be created. Interesting. Shouldn't this be something already on file. I printed out my statement online and it is so contradicting. Dates does not add up amounts does not add up or any of those things. The information they give over the phone and the information on their website is so conflicting and contradicting.
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| 03/14/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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My wife and I bought a home in XXXX, Maine in XXXX, XXXX. We obtained a mortgage from XXXX XXXX XXXX that was eventually taken over by XXXX Mortgage Company XXXX We have made all our mortgage payments on time over the last 5 years. After receiving numerous letters and emails from Freedom Mortgage inviting us to refinance our home mortgage with them, we decided to call them back. We were told that we could lower our interest rate from 3.375 % down to 2.125 % and save roughly {$20000.00} over the span of the remaining time on our 15 year mortgage.
On XX/XX/XXXX we completed the application to refinance our home mortgage with XXXX. We were told it would take about 30 days to close on the refinance. We provided all the documents that were requested including paystubs, W2s, etc. My wife and I signed numerous documents along the way and continued to receive regular updates.
Then we encountered a long delay waiting for the mortgage company to schedule an appraisal of our home. The appraisal was not done until XX/XX/XXXX. More than once we were told that the loan was conditionally approved. Due to the delays on the part of the mortgage company in scheduling the appraisal, we were told that the " rate lock '' was going to expire and that they would have it extended since the delay was not on our end.
Thereafter, we were asked to resubmit our paystubs and additional documentation that had already been provided multiple times. In particular the mortgage company kept asking us to provide a XXXX` road maintenance agreement. '' I copied my full property title to them that contained a brief statement about the shared ownership of a portion of our driveway with a house neighboring our property. We did not have any further information to provide to them and this was explained ad nauseum. They also kept asking my wife to explain if she owned another property in California, which she didn't ( it was a home her mother previously owned prior to her death ). Despite us providing the all the requested information, we kept receiving requests from new " customer support advocates '' from the company requesting the same information over and over again. We continued to sign all the new loan documents that were sent to us for the next several months.
The last communication I received was on XX/XX/XXXX once again asking us to resubmit our paystubs. I sent these documents on XX/XX/XXXX and have never heard anything back from them. I have called and emailed both the customer support advocate and the loan originator, but have not heard back for over a month. Today, out of frustration, I called the company to get an update on the status of our refinance and was told our file has been " closed '' due to not providing the paystubs XXXX road maintenance agreement, and statement about ownership of a property that we never owned. Again all of these items were sent to the company multiple times over the last 6 months!
In short, Freedom Mortgage wasted over 6 months of our time and we missed out on the opportunity to refinance our mortage at a better rate. There was very poor communication from the loan company throughout the entire process and were asked numerous times to provide the same documents over and over again. This is particularly upsetting given that Freedom Mortgage is our current mortgage company and they reached out to us to refinance with them only to treat us so poorly and waste 6 month of our time!
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| 05/27/2020 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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XXXX XXXX XXXX XXXX ( SENT ) XX/XX/XXXX, XXXX XXXX Freedom Mortgage , XXXX Texas Attn : Escrow Dept.
FACSIMILE NUMBER : XXXX Loan # XXXX - Over Paid Into Escrow Account - Law Prohibits Retaining Amount Greater Than {$50.00} THERE IS NO CAUSE FOR YOU PEOPLE WITHOLDING SURPLUS OF ESCROW - Escrow surplus means an amount by which the END OF YEAR escrow balance exceeded the payout! Furthermore YOUR STATEMENT OF XX/XX/XXXX INDICATES THAT YOU ( STOLE ) APPLIED AN ADDITIONAL {$380.00} OVER THE {$420.00} SURPLUS THAT WAS FACT UNLAWFUL HELD AFTER TOTAL PAYOUT OF CALENDAR YEAR XXXX!! YOUR HOLDING MY MONEY AND TAKING ADDITIONAL MONEY FOR ESCROW IS TOTAL HOG-WASH AND I ISSUE FURTHER DEMAND THAT, THE ADDITIONAL AMOUNT OF {$380.00} BE RETROACTIVE APPLIED TOWARDS LOAN PRINCIPLE AND IN-TURN REPEAT DEMAND THAT THE END OF XXXX SURPLUS ESCROW OF {$420.00} BE IMMEDIATELY REFUND TO ME! FYI - THERE WAS NO SUCH NEGATIVE ESCROW ON PRIOR YEARS NOR OF XXXX XXXX AND WILL BE NONE ON XXXX!!!
YOU ARE ATTEMPTING TO PLACE AN ADDITIONAL {$800.00} ( ACTUALL IT IS A SURPLUS ) INTO THE ESTABLISHED SCHEDULED ESCROW!! PRIOR YEARS NO SHORTAGE OF ESCROW IN-TURN SHOULD NOT SUDDENLY BE XXXX!! IT IS YOUR RUSE ...
ACTUALLY EFFECTIVE XX/XX/XXXX - BECAUSE OF THE {$420.00} SURPLUS -YOU PEOPLE SHOULD HAD REDUCED MY MONTHLY ESCROW PAYMENTS NOT INCREASED AND NOT STOLE ADDITIONAL {$380.00}!!!!! THERE IS NO CAUSE FOR YOU PEOPLE ESTABLISH AN INCREASE OF ESCROW - FYI CY XXXX PAYOUT OF ESCROW WILL NOT BE GREATER THAN THAT OF CY XXXX BECAUSE FACTS> NO CAUSE TO KEEP MY EXCESS ESCROWED MONEY - NO CAUSE YOU TOO STEAL MORE AS DID XX/XX/XXXX - HISTORICAL RECORDS THAT MY PROPERTY TAXES HAVE NOT INCREASED MORE THAN {$100.00} DOLLARS EACH YEAR IN-TURN MY HOMEOWNER INSURANCE XXXX HAS BEEN REDUCED BY {$93.00} FROM XXXX PAYMENT! PROPERTY TAX XX/XX/XXXX OF {$2900.00}, XX/XX/XXXX OF {$2800.00}, XX/XX/XXXX OF {$2800.00} - HOME INSURANCE XXXX WAS {$1400.00} YET XXXX REDUCED TO {$1300.00} ( {$93.00} LESS ) - HEREIN FACTS NO CAUSE FOR AN RUSE INCREASE ON ESCROW!!!!!!!
FURTHER NO CAUSATION OF A RUSE ESCROW INCREASE BEING THAT - MY XXXX PROPERTY TAX WILL BE REDUCED BECAUSE of my age and a military disable Vet, and ADDITIONALLY BECAUSE I WILL ACCOMPLISH ANOTHER HOMEOWNERS INSURANCE FOR REDUCTION IN COST that which over the last three years I have obtained ( COST REDUCTIONS ) new policies and BECAUSE I obtained less cost on policies IN-TURN becomes less amount to be paid out of mortgage escrow! JUST AS WAS CY XXXX, YOU WERE PRESENTED WITH ANOTHER reduction notice of annual cost on home insurance! END RESULT CY XXXX HAD SURPLUS OF {$420.00}!!
* PRIOR SENT REGISTERED MAIL THAT AS ABOVE AND YOU FOLKS HAVE AGAIN IGNORED MY DEMANDS OF UNLAWFUL HOLDING MY MONEY!
FEDERAL LAW> ESCROW Refunds> The Real Estate Settlement and Procedures Act ( RESPA ) requires that mortgage companies MUST REFUND any escrow overages of {$50.00} or more to you. Application to Escrow Account > If your lender does not refund an overage of less than {$50.00} to you, then it must apply it to your future estimated escrow payments.
IN CLOSING > REFUND THE {$420.00} SURPLUS IN MY ESCROW ACCOUNT AND APPLY THE ADDITIONAL {$380.00} YOU FOLKS STOLE IN XXXX TO PRINCIPLE! BOTTOM LINE - THERE IS NO ESCROW SHORTAGE- PERIOD! HEED REFUND!
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ( XXXX XXXX XXXX XXXX XXXX XXXX ( Retired ) XXXX XXXX XXXX XXXX, XXXX XXXX , Florida XXXX Account XXXX # XXXX
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| 04/05/2017 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
|
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Freedom Mortgage was escrowing our taxes and homeowners insurance, but failed to pay our county taxes when due. After receiving a late notice from the county, I called into Freedom and they suggested they were unsure if they were to pay them or not. I called my title company and they recommended I pay the taxes to the county directly, and then work back through Freedom in order to settle this ... but to at least ensure the taxes were paid. I did that - I paid XXXX {$490.00} for our taxes due. I then received a year-end statement from Freedom Mortgage which stated {$490.00} had been paid to XXXX for taxes due. After a series of calls to the County & Freedom mortgage ( XXXX of which included " conferencing '' in both parties to discuss this issue ), XXXX indicated they had sent the funds back to Freedom Mortgage, as the taxes were satisfied, so the " overpayment '' of taxes due was generated back to Freedom. Freedom took 6 weeks to confirm that they did receive the funds back, and it was applied and sitting in escrow. After calling in 3 times to request the funds be returned back to me - I was told a variety of different messages. I was initially told the funds would automatically be sent back to me, but when I had n't received them after 2-3 weeks, I called again. I was told that I could deduct the {$490.00} from my upcoming monthly payment and Freedom would transfer the overage sitting in escrow back to be applied to my monthly payment. I did that on my XXXX payment, and verified that with a supervisor in the servicing department on XXXX/XXXX/17 ( Freedom has record of this call and the conversation ). For my XXXX payment, I paid my mortgage less {$490.00}. I immediately started receiving collection calls, suggesting I had not sent in my full payment. I explained the history and what I had been told, and I was then told no funds could be moved at all until an escrow analysis was done ( basically, all information provided to me previously from Freedom was incorrect ). From there, they stated I needed to make the additional {$490.00} payment or I would receive a late fee. I disputed that and they eventually agreed, as well as recommended an escrow analysis. After 3 more calls, I was told escrow would not release the funds to me as my escrow balance was insufficient. With my annual escrow account statement disclosure statement in front of me, I communicated that the Federal Law states that the lowest monthly balance in the upcoming 12 months should not exceed XXXX, which is 1/6th of the total anticipated annual disbursements from the account, unless my mortgage contract or state law specifies a lower amount. The actual lowest monthly balance on my account was XXXX, which is a XXXX difference. I communicated I would pay the XXXX difference and then have the escrow analysis re-performed, in order for my {$490.00} to be paid back. Freedom is now suggesting I do need to pay the late fee on my account, as well as the {$490.00}. I am agreeing to pay the {$490.00} but not the late fee. This is a servicing issue - and Freedom Mortgage can not seem to communicate consistenly or clearly, nor can they figure out how to appropriately service this situation ... leaving undue frustration, cost, and burden on me as the borrower. I would like a complaint to be opened to investigate the situation and ultimately help me receive the {$490.00} back, as well as waive the late fee applied to my account.
|
| 03/14/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
Just after creating the loan in XX/XX/2018, I paid my home insurance premium to my insurer ( XXXX ), despite the fact that wed arranged to have that paid via escrow. Having received double payment for the premium, XXXX made a refund, in this case to Freedom Mortgage. As a result, Freedom mortgage only collected my payment to escrow for insurance, but DID NOT expend a payment for premium from escrow. There is, therefore, an overage in my escrow account that I would like refunded. However, Ive been unable to secure this, or even get a copy of a relevant escrow analysis.
On XX/XX/XXXX, at XXXX XXXX PST I spoke to XXXX XXXX She acknowledged the situation, recognized the overpayment, told me that an escrow analysis would be complete by XX/XX/XXXX and told me I could expect a check for the overage by XX/XX/XXXX.
On XX/XX/XXXX, at XXXX XXXX PST I spoke to XXXX XXXX. She said that the analysis was in progress, and that it would take five days to complete. When I asked to speak to a supervisor, she said theyll just tell you the same thing Im telling you. She further told me that company policy was to perform an analysis only after 90 days. When I explained that we were past the 90 days since assuming the loan on XX/XX/XXXX, she demurred. When I asked to be informed when the analysis was complete, she said that shed put in a supervisor ticket. I never received any notification of further action. I believe that she was intentionally misleading, and was certainly rude and unhelpful.
On XX/XX/XXXX, at XXXX XXXX PST I spoke to XXXX XXXX. He tried to convince me that there had not, in fact, been an overpayment, although his reasoning was flimsy and his communication vague and imprecise. I found his obfuscation disrespectful and irritating and so asked to speak to a supervisor. XXXX handed me off to XXXX. XXXX told me that I needed to wait till 90 days after the assumption of the loan in order to receive the analysis. She apologized for the misinformation provided by here colleagues. She told me that I could expect an analysis, which would clarify whether or not there really had been an overpayment, by XX/XX/XXXX.
On XX/XX/XXXX, at XXXX XXXX PST I spoke to XXXX XXXX. She told me that despite what Id been told earlier, that I should not expect an escrow analysis till XXXX, since that was state law. When I asked for an exception, she said that was impossible. She handed me off to XXXX XXXX. XXXX reiterated many of the obfuscations that XXXX had, but added that Freedom Mortgage wanted to retain any potential overpayment in case that actual tax bill or insurance premium had increased. He asked me if anyone had offered me any other means for obtaining an escrow analysis. I found this pretty infuriating since I thought it should be pretty clear that an analysis was the exact thing I was looking for. He directed me to write this email.
I didnt enter in a contract with Freedom Mortgage. Given the series of gaffs, untruths, and obfuscations that Ive been subjected to, I am angry that I am forced to do business with Freedom Mortgage. Seeing the pattern of deception, I believe that Freedom Mortgage systemically attempts to sequester funds, from customers, for their own use and benefit. When XXXX verified me on XX/XX/XXXX she asked me if I was planning on buying a home in the near future ( I am actually ). I nearly laughed. Given my experience, would you do business with Freedom Mortgage?
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| 10/13/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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I have been in a XXXX protected forbearance with freedom Mortgage since XX/XX/XXXX. I have kept in touch with the mortgage servicer over the last year. In XXXX I requested an extension online. As I understood I had up to a year of forbearance. In XXXX I still had not received documentation of approval. I called and was told the request was submitted and that the system wouldn't have given the option to submit if it was not possible. Come to find out the forbearance was stopped after the first request of an extension. The representative from XXXX and XXXX said that I needed to seek loss mitigation options and then they would offer a streamline XXXX partial claim and that no documents were needed. This never happened.
I have always maintained verbally and in writing I wanted to do a partial VA claim. Now the servicer states the deadline has passed. I submitted documents for myself and my wife for Loss mitigation options in XXXX after getting a letter saying the deadline was coming soon. I was given 3 days to get all documents in. Freedom mortgage stated my wife 's contributor information was incomplete and that voided my request and now it be too late for the partial claim. She isn't even on the loan and the documents they requested I told them I could not provide because we are still waiting for her income statements from child support and social security. Both sources of income we lost during XXXX. We still to this day do not have payments from either source. I was given bad information for months. I did the best I could to avoid this situation and use my Veteran protection, and loss mitigation options during federally approved COVID emergency programs.
I am now under review with only my information since I am the only XXXX on the loan. I have been told the 0 % partial claim is no longer possible and that XXXX would let me know my options asap. Today XX/XX/XXXX XXXX sent a representative to knock on my door to verify occupancy. Their representatives have hinted foreclosure is a possibility or to pay the over {$22000.00} back mortgage payments by the first of the following month. Obviously that's insanity. Here is just XXXX of the messages I sent to the servicer over the last 8 months.
XX/XX/XXXX XXXX ... XXXX XXXX Documents From the mortgagee.
Please upload Freedom Mortgage 's response to my extension request for my forbearance. I need record of when it will expire and what timeline I have to restructure my loan and make a payment. I intend to keep the home and use the XXXX process to add the back payments to the back of my loan. Thank you for all your help in these trying times.
Please help. The VA has reached out to the servicer and they have told them that they would send options soon. Again I want to keep my home and want to use my XXXX protection of Partial CLAIM. This is the email sent to XXXX by the XXXX representative.
The Veteran/borrower has contacted the VA concerning XXXX received from the servicer that he does not understand. He states he has previously completed proper paperwork for a partial claim that has gone unrecorded. It appears there may be some miss information or possibly miss understood information with this case/file. The borrow desires to retain the property and keep his current interest rate. Please reach out to the borrower at ( *** ) XXXX to discuss. He has been directly by COVID and spouse health issues. Your assistance appreciated.
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| 03/04/2018 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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Effective XX/XX/XXXX, Freedom Mortgage Co. increased our monthly mortgage payments subsequent to an increase in our escrow amount. The escrow amount was raised due to increases in our homeowners insurance premiums and property taxes. We immediately reduced both our homeowners insurance premiums and our property taxes by hundreds of dollars and forwarded this information ( for the first time ) to Freedom Mortgage Co. on XX/XX/XXXX via fax. In the fax ( and all our subsequent letters ), we asked for a new escrow analysis and adjustment to our monthly mortgage payment.
When we did not receive any kind of response to our fax or adjustment to our escrow/monthly payment, we mailed Freedom a letter on XX/XX/XXXX containing documentation of our reduced insurance and property taxes. We knew that Freedom needed to see documentation to make the change and felt that they would take our request more seriously if we made it in writing. In our cover letter, we asked for a new escrow analysis and an adjustment to our monthly mortgage payment. One again, Freedom did not respond in any way and no adjustments were made to our account.
On XX/XX/XXXX, we mailed a 2nd letter containing the same information and request for adjustments. Nearly 4 months passed with no response from Freedom whatsoever and no adjustments to our account.
By now, 7 months had passed since we had made our first request with Freedom and we were very upset about their 1 ) failure to respond to our request ; and 2 ) reduce our monthly payments. So I called Freedom on XX/XX/XXXX and was informed that the company had received our XX/XX/XXXX fax and homeowners insurance documentation but it had either lost or never received our XX/XX/XXXX and XX/XX/XXXX letters. The companys rep informed us that obtaining a new escrow analysis takes about 5 days but we would need to email documentation of the reduced property taxes to XXXX, which we did on XX/XX/XXXX. He also informed us that we were likely to be owed a refund for our several months of overpayments.
We received an automated email response from Freedom stating that it had received our XX/XX/XXXX email but, to date, the company has not responded to us in any other way nor has it made the necessary adjustments to our account and refunded our overpayments. Two months have passed since our email and 9 months have passed since we made our initial request. If the requested change only takes 5 days, why have we been made to wait 9 months? Why doesnt Freedom respond to its customers or their requests?
It seems clear that Freedom plans to continue overcharging us indefinitely. To date, we have paid about {$1000.00} in overpayments. It is equally clear that Freedom cares little for its customers and provides the worst possible customer service. We are at our wits end with this company.
Our frustration is compounded by the fact that Freedom has bought every mortgage weve initiated with another mortgage company ; Freedom seems to have a monopoly on the industry, leaving us with no choice about who we do business with. This is both an untenable situation and an unfair business practice, especially considering our experience with Freedom not addressing its customers needs. They have left us little choice but to file a complaint and hope that your agency will get results where we could not.
Any help you can provide is greatly appreciated. Our documentation is attached.
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| 02/21/2022 |
Yes |
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- Trouble during payment process
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Web |
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In late XXXX my mortgage co did a loan modification which left us with a difference ( their documents support ) however they applied funds was their discretion. Fast forward to XX/XX/XXXX they sold our mortgage and the first payment due from transfer letter, {$2500.00} was due to the new mortgage co on XX/XX/XXXX, XXXX payment to previous lender was paid and I called in the XXXX payment to new mortgage lender. We paid this payment and about a week later received our first statement from them which said we were behind {$10000.00}., we were shocked! So I called in to inquire ( again ) and they said the loan was too new and it only shows the current balance due as {$2500.00} and to give it a few days to update that all funds from previous mortgage co be applied. About week or so goes by and my door bell rings and there is a lady handing me a letter from this mortgage co. Im astounded that they sent someone to my house instead of just call or send a letter in response I did not like that at all. It simply stated they had been trying to reach me yet NOONE had reached out via phone, voicemail, email or standard mail.
I then called to inquire why send someone to my home and not call me and the agent stated they see where I was confused and they agreed looks like there is an error that he couldnt figure out why it says Im behind. He stated he will put in a form to track payments and fees that had been paid/applied and I should receive a letter. I receive a letter that they are reviewing documents however the next month comes I receive that monthly statement ( date XX/XX/XXXX ) which says I owe the normal amount and does not have any past due. At this point I think, " ok they have figured everything out '' ... NOPE... I recieve a letter ( dated XX/XX/XXXX ) now its past due again {$5900.00} and that will be reported to credit bureues ( as if I havent reached out ).
Then another letter on XX/XX/XXXX stating im two month behind and my loan is in default. Demanding payment and now {$880.00} in fees.. Again no response to my call with how Im past due when these months were paid and no mention as to this could be from transfer error or lets help look into this. Again I just started with this company in XX/XX/XXXX and have paid these months with them. I call again the agent says she will be able to help and putting in a " form '' and that she will call back with answer, no call...
I then receive my statement that has me once again now past due even though last statement sent wasnt.. I call because I cant pay online due to them wanting payment in full ( even funds that are in suspense that are not applied ) I pay over the phone and inquire again for help with where I am past due once again providing proof last mortgage co has statement date and amount due and amount past due ( {$0.00} ) on its statement why are you saying Im past due? Agent just states she will inquire for me she cant help.
At this point I send a certified letter on XX/XX/XXXX " notice of error '' requesting them respond in writing. -- -- -Nothing.
Then this Sunday XX/XX/XXXX around XXXX my door bell rings another hand delivered letter from this mortgage co stating they are trying to reach me and to call them..Im so upset at this point because I just spoke on the phone with them.. I can not get help with this company please help me understand why they are not being transparent about this transfer?
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| 10/25/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
Older American |
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My Mortgage was transferred to Freedom Mortgage ( FM ) in XXXX 2016. Since that time I have repeatedly tried to have them correctly apply my regular Monthly payments, regular Monthly extra payments on principal only and random additional extra principal only payments. Note ; FM is responsible for auto drafting the Monthly payments from my account. My statements show the auto drafting Monthly. FM has wrongfully not applied payments on the correct days to correct places. I applied for a refinance to get rid of FM. ( I should not have to pay closing cost to get away from this lenders wrong doing. ) I was denied for the first time in my life because FM falsely and wrongfully reported me XXXX and 90 days late on payments. Please see the cut and past of my memo of the phone call to FM XXXX XXXX XXXX.
XXXX XXXX 2016 Phone Call to FM XXXX XXXX teller # XXXX I requested to speak with a supervisor. XXXX pulled up my account. He ask what the call was about and said the calls are recorded.
I told him this concerns the wrongful false reports FM made of late payments to the there Credit Bureaus.
He put me on a 17 min hold while connecting me to the Escalations Department.
After a 17 min hold, I reached XXXX, teller # XXXX ext XXXX.
I explained FM wrongfully reported false late payments to the credit bureaus. FM auto drafts payments and this information sent to the credit bureaus is false. Payments can not be late since FM is responsible for auto drafting the payments.
I told FM, I was denied a refi loan because of FMs false wrongful reports to the credit bureaus. A second denial is pending from the XXXX XXXX XXXX XXXX as well.
" XXXX said, looking into my account, I was not late on any house payments. '' I read the denial email to him from XXXX stating, " Your loan is ineligible due to a 60 day late payment and a 90 day late payment reported on your credit report by Freedom Mortgage within the last 12 months. '' My XXXX was XXXX and now plummeted to XXXX, a serious matter. I have never been denied any credit until now.
I ask FM to do an immediate bullseye correction today and immediately correct the false wrongful reports. I reminded him FM is responsible for auto drafting the house payments XXXX the first of each Month. And FM auto drafts an additional {$100.00} the first of each Month for the principal only.
XXXX said he could get it corrected Monday. He said he will send it to Correspondence and Research and rush the response for a 48 hour 2 day turn around.
I said this needs immediate attention, XXXX denial has already occurred and another application to the XXXX XXXX XXXX XXXX will also occur if not corrected stat.
I ask how was it that FM reported this false wrongful info to the credit bureaus, if as you just stated, I am not late? XXXX said my account does not show a XXXX or 90 day late report. XXXX said this requires research to find the answers. He said I would be emailed a response by Tues XXXX. Also I would receive a hard copy in the mail. XXXX said he would monitor the account to make sure it is being worked on.
I requested a copy of the corrections be sent to me in email I gave him my phone numbers for verification and a call back.
Freedom Mortgage has refused to properly apply my payments. FM has reported me XXXX and 90 days late to the credit bureaus ruining my XXXX XXXX. I am convinced FM will start proceeding for forclosure on my home.
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| 12/20/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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XX/XX/2019 I went to XXXX XXXX XXXX in XXXX XXXX XXXX to sign loan documents I was closing escrow on my first home with J.G Wentworth who is now Freedom Mortgage.
When I got to the Title company I noticed on my closing cost statement that I was over charge for a appraisal fee. I paid XXXX in XXXX for an appraisal on another home in which was only in escrow a couple of days. XXXX XXXX was my loan officer she said I will not order the appraisal until your inspection is done let me know if you are not moving forward so I dont get charged. I went through the inspection and it did not pass so I emailed her and said dont order the appraisal. She said okay and the transaction was canceled she said do you want me to refund it now and I said no keep it for my next one. Please note I just moved here from XXXX and I resorted to an XXXX XXXX XXXX XXXX so I new I had to buy something now because of the cost of staying in an XXXX XXXX XXXX XXXX. So then I got in escrow again they charged me another appraisal fee and I did not even notice it until I got to escrow. When I got the disclosure from XXXX they were charging me XXXX again for another appraisal so I called XXXX and left and message that they were over charging me. XXXX never answered the call when I tried to communicate with her so I never knew what was going on because she would never have a phone conversation with me. The day I was closing escrow I moved out of my XXXX XXXX XXXX XXXX got a moving truck went to storage and loaded my truck all day. I got a call from my agent who said you need to bring in approx this amount of money to close escrow and I thought to myself gosh its XXXX more then she told me. But then I figured maybe it was a tax impound? When I got to escrow I was charged another XXXX for appraisal and XXXX for a buy down rate which I did not request. So I called her and told her I did not buy down my rate. She said she had to do it because of the value. I have never heard of anything like that before and still to this day nobody will explain it to me. They just dont answer my question why did you buy down my rate without my permission. When I called XXXX she said she had no choice to buy down my rate. I still dont understand why she didnt call me while I was in the moving truck to have a conversation about this before I got there, It was really a shock to me. when I got to escrow I had to sign the docs regardless because I was in a moving truck with my XXXX son and we had no where to go except a hotel to just cost me more money in this transaction. XXXX said they will refund me the appraisal fee and to this day I have written her several letters and her manager XXXX XXXX who just told me he would look into it and after that he just ignored me. XXXX sent me several responses that she would look into it and now she ignores me. Right when I closed escrow Freedom mortgage bought them and now I am still emailing XXXX and in one email she told me her new boss would take care of it. I emailed her again now she ignores me. How can someone just buy your rate down and not call you to tell you why they are doing it? and how can a bank just sit on your money for months. This was my first home and it was the worst experience I have ever had in a transaction. My first appraisal fee was XXXX and even know they know its mine that decided to just ignore their customer. My next step may be small claims
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| 09/06/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My home was hit by a tornado on XX/XX/XXXX. I notified Freedom Mortgage that my house was involved in a tornado. They asked me if I started a claim with my Insurance company, I said yes, and that was all they asked me. My insurance company, XXXX did not offer or help me secure my house to help prevent any further damage. They said that there was no way to help me get 50 % down to get a roof started.
The check was sent to me from Texas, using standard mail. I offered to pay for overnight, and I was told they could not do this.
I received the check on XX/XX/XXXX. I took it to XXXX to have it over nighted to Freedom Mortgage in XXXX, Michigan. They received my check by XXXX the next day. I called Freedom Mortgage on XX/XX/XXXX afternoon to confirm that they had it and wanted to know the next steps and the processing time frame. They said the mail room had up to two days to process it. It was uploaded on XX/XX/XXXX. From there it went to their processing department. They would have up to 5 days. Since XX/XX/XXXX was the date it was uploaded, they said that day does not count as XXXX of the, up to 5 days. From Monday - Friday the XXXX, this was their, up to 5 days. I followed back up on Monday the XXXX and asked where my check was, The customer rep said she did not have any information at that time where my check was in the processing. I called back later Monday, still no information. I called Tuesday and they said it should be going to the next process sometime soon. So I called back later Tuesday with no update. I called Wednesday, and they said it got uploaded on XX/XX/XXXX, although that does not count as XXXX of the days for processing.
I called every single day. I asked and begged if I could send them pictures. I didn't understand why they didn't have any pictures. My claim said, I had roof damage from wind. I told them everyday, NO, a tornado took my roof. My shingles, my plywood, and collapsed 4 rooms ceilings. I asked them why they wouldn't allow me to send them pictures. I just wanted everyone in their office to see why I said everyday that this was an emergency situation. That pictures might make them understand why they could help expedite the process. If it was 2-6 days, that maybe the pictures would help articulate my house emergency. I told them I did not understand why they were not doing all that they could, to help get me a roof and ensure no more additional damage. Every day someone said they would flag my account and clarify that I did not have a roof, although everyday, the person I spoke to said the same thing.
Today is 63 days without a roof and 4 roofs ceilings. I have missed work when it was going to storm. I told Freedom Mortgage to pull up the weather in my area the past 63 days. I have had 6 emergency tarping services done. We have had a lot of rain and high winds, also including days that it hailed. I was told today, that I will have to go through this entire process again on my next drawl. Although getting me a roof is the emergency right now and should have been expedited to help protect my home.
I have also filed a claim with, The Ohio Department of Insurance. Both my mortgage and Insurance company should have been WAY more proactive to protect my home. They are both invested in the damage and any further more damage.
Attached are pictures of the damage done to my home and the numerous tarps that I required.
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| 06/13/2020 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, CT XXXX XXXX : Freedom Mortgage FHA Refinance Refinance # XXXX Account # XXXX I began an FHA refinance with my current FHA lender, Freedom Mortgage XXXX XXXX XXXX XXXX, XXXX, IN XXXX ) in XXXX, 2020. I was instructed over the phone by the loan officer, XXXX XXXX XXXX XXXX # XXXX XXXX, to not pay my XXXX payment and to turn off my autopay. The next day I received an automated email instructing me to keep paying the mortgage during the refinance process. I sent her the email and asked again if I should make the XXXX payment. She replied " Just keep XXXX in the account ..do not pay .... '' Over a month went by and I heard nothing from the company - no calls or emails. I sent an email to the loan officer asking for an update - she replied I should wait to hear from a processor, which I hadn't at this point. I called into the origination 800 number to see how the refinance was progressing in late XXXX and a customer service representative told me it was on hold due to non-payment of the mortgage. I immediately sent an email to the loan officer XXXX and told her to resolve the issue. She replied to my email essentially denying she told me to not make the payment and turn off my autopay - despite the fact that I included her email from XXXX where she told me to do exactly that.
I spent hours and hours on the phone attempting to get a hold of the a manager. The customer service representative originally told me no manager was available, and I could " walk away '' from the refinance if not satisfied. I explained I wasn't going to " walk away '' until my late payment status was removed. I continued to push for a manager for over an hour and eventually the customer service representative provided the name and contact information for XXXX XXXX manager : XXXX XXXX. I sent two emails to the manager and left two voicemails over the course of three days and was never contacted by XXXX.
I called the standard customer service and made a payment over the phone. They waived the late fee but told me they couldn't remove from the system the fact the payment was made late - despite me being instructed to not pay the mortgage. Eventually a processor reached out to me named XXXX XXXX. I explained I wasn't moving forward until XXXX was removed from the loan and things were fixed. XXXX managed to accomodate the request over the course of the next week. When someone called to schedule the closing I was told my closing costs jumped by nearly {$6000.00} from the original estimate, with over {$10000.00} in fees being added to the loan balance. When I asked for them to provide me these figures in writing I was told they couldn't, and I needed to speak with a different department. The following day the processor XXXX XXXX sent me the closing estimate.
The next day I requested a quote from another company to compare, XXXX, and they were able to give me the same exact rate ( 2.75 % ) with no cash required at close and roughly {$7000.00} rolled into the loan - a {$9000.00} difference.
I sent an email requested Freedom Mortgage to stop the refinance immediately. I didn't receive any reply. I sent a second email requesting them to acknowledge my request - and XXXX replied saying it was received and they would cancel the refinance.
I requested a Verification of Mortgage a few days later and my late payment is still being reflected.
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| 10/29/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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Since the first payment of XX/XX/XXXX, the payment amounts have been inconsistent. Upon repeated telephone calls to Freedom Mortgage, we were told " it was because of the escrow ''. To confirm, I called both the Treasurer 's Office and Homeowners insurance company. They disagreed. My husband is the only one on the loan. Our house got appraised by a company working for Freedom Mortgage at {$170000.00} when our house is only worth {$58000.00} according to XXXXhe County Treasurer 's Office. At some time, according to Freedom Mortgage, our loan was sent to a servicing company. We had no idea and continued to make the monthly payments based on the amount on the statement to Freedom Mortgage. At some time, they contacted us and said, " they bought it back '' now with a different account number but the same interest amount. They attempted several times to modify the loan at a ridiculous amount of years ( 40 to be exact and the same 6.75 % interrest rate ). We disagreed. However, we made several payments of amounts doubling some times triple the amount directed to the principal. For the entire year of XXXX, Freedom Mortgage stated we did not make one payment. I would check the bank account, the check would be there deposited and funds removed, and I would contact Freedom Mortgage. The agent on the line would say " yes you are all caught up, even ahead ''. Your mortgage is in good standing. However, through mail and phone calls, they said we did not make the payment. on 10 different occasions, I got certified copies of all the payments made, the checks always written to Freedom Mortage and sent it to them certified with return receipt. I, XXXX XXXX wife XXXX XXXX am not listed on the loan but have taken the negative report to my credit history. XXXXE tried several times to refinance but Freedom Mortgage has hurt our credit. WE tried to pay off the entire balance in XXXX of XXXX and Freedom Mortgage said no. We had to file bankruptcy to avoid a foreclosure sale and we are not bankrupt. This company has been lying, harrassing us, stealing from us by putting the funds in an unapplied account, hurting us, threatening us for 12 years. We don't know what to do. We are out of the bankruptcy court as Freedom Mortgage said we had to do 3 months in a modification period. WE did by overnighting the payment. They denied they got them and XXXX XXXX ' law office proved otherwise. Now they want {$25000.00} plus to reinstate? Oh this company has hurt us in every way. WE are honest people, we have integrity, we just want to live in our house and enjoy it. Recently, our car was repossessed because the trustee did not make the payments to the car 's finance company. WE need help. I have called the local county attorney 's office, the attorney general 's office, XXXX XXXX XXXX Office, wrote to HUD, FHA, washington, an am exhausted. This company is stealing from us. I did call the Federal Bureau of Investigation and was advised to call your office. I pray that CFPB can assist us. Oh, I hope no other person is going through this. We have given them so much money and are hurting so much. To day, they are theatening yet again with a foreclosure. We have done what they have asked time and time again just to be threatened. Oh XXXX, please please help us and tell us what we may be able to do. Thank you for your time. My wife, an innocent bystander has been hurt and paid dearly.
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| 11/06/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I pay my mortgage online each and every month. Sometimes I pay from from computer and other times I use my mobile device. My mortgage has been paid on time since the first month due. In XXXX of this year, I attempted to make my payment through my mobile device. For some unknown reason and unbeknownst to me, the XXXX payment did not go though. At no point during the month of XXXX was I aware that the payment did not go through properly. I went in to make my payment for XXXX XXXX which I did XXXX and immediately saw on the mortgage companies mobile app that my XXXX payment was late. I was totally surprised and immediately called the company and learned that they did not receive my payment. I then checked my bank account and learned that my payment did not go through. Within one day of learning about this I quickly paid the XXXX payment online which the mortgage company received the XXXX payment on XX/XX/XXXX.
I am very protective of my credit integrity and as a result my credit historically has been excellent. I was completely confused as to why the mortgage company did not make me aware that my payment was late or I was about to be late by way of a call or one of many electronic forms of communication. I went back on my online account settings to confirm all my contact information including cell phone and email were correct. I checked to make sure that I had historically received electronic messages from the mortgage company and I did ( although no communication from the mortgage company about the late or potentially late payment ) I received regular email messages from the mortgage confirming payment information. I also, went back to find emails from the mortgage company requiring that I provide my cell and email so that they can electronically alert me about critical payment information. I called the mortgage company and spoke to many reps, supervisors managers and even reached out the the EVP of customer service to explain my situation in attempt to avoid an unfair reporting of the XXXX late payment to the credit bureaus. My reasoning for requesting that they treat this reporting situation with fairness is because I was not aware of the payment did not go through and the mortgage company did not make any attempt to reach me electronically to prevent the situation. The mortgage company refused to accept responsibility for not attempting to reach me electronically even though they do all the time for payment confirmation and marketing stuff but not to prevent a late payment in fairness.
At the end I am not debating that the payment was received late. My complaint is specially about the fact that the mortgage company did not attempt to contract me electronically after requiring that I provide them my cell and email for the specific reason to alert me of payment related stuff. I have proof and correspondence from the mortgage company confirming all.
After all good faith attempts to work with someone at the company, they did report my payment 30 days late and my credit rating immediately was drastically affected.
I then called back again asking they to reverse the reporting to no avail.
See attached document confirming electronic messages the mortgage company regularly sends.
Also see attached the email where they ask for my personal information so they can, " There may be alerts regarding billing matters affecting your loan ''
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| 02/23/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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Back in XX/XX/XXXX, XXXX XXXX offerred me a stream line rate reduction on my existing loan. Before we proceeded I asked if the same process XX/XX/XXXX streamline rate reduction can be achieved. He assured me yes, and that XXXX mortgage will also pay all the cost. I have spoken to XXXX XXXX, the liason, about the process, and everytime we spoke I communicated with him the purpose of this loan. But his response was, we will review all the numbers at the end. But no one has told me that I have a cost to pay. I mentioned to both XXXX and XXXX that the last time I had rate reduction back in XXXX of XXXX I paid taxes and insurance only and skipped a payment, and the process was easy, non-stressful, and went smoothly.
On XX/XX/XXXX, I got a call from the closing department to schedule signing date. If there is any amount on closing date. The scheduler said, no. I asked are you sure, he said, no amount on closing because your loan has been paid. The signing was set up for XX/XX/XXXX. At signing date I was shocked to see the closing disclosure amount I was asked to pay for {$2200.00} which was never reviewed with me. I never recieved the closing disclosure prior to review. Freedom mortage demanded that I pay home insurance for 12 months and property taxes for 6 months ( see attachments ). Not only this was never disclosed, but my insurance and taxes are already impounded that I pay monthly. This has created an extreme emotional distress and confusion. I communicated with XXXX XXXX and XXXX XXXX and XXXX to fix this problem The second re-draw was attempted. This time Freedom Mortgage demanded me to pay XXXX premium for 12 months and home owners insurance for 2 months, and taxes for 2 months. Both taxes and insurance are impounded that I pay every month. I told XXXX XXXX that this is not right. They are asking me to pay the 12 months insurance premium, 2 months insurance and taxes, demanding me to pay {$1800.00} and some dollars ( see attachments ), and add insurance into my monthly payment. No one has seemed to have the answers and I am being lied to. Not only they failed to comply in disclosing and explaining the cost, but they also put me through emotional distress. They are not being honest with the numbers with me. When I first spoke to XXXX on XX/XX/XXXX, he told me he will investigate if the insurance premium has been paid outside of escrow or if not, because he was not even sure why I was charged to pay homeinsurance premium for 12 months, and why I am also required to pay two months worth of home owners insurance. When I spoke to him again XX/XX/XXXX, he did not seem to remember about the case and what we spoke about and the invistigation that he promised to do, instead he said there is nothing we can do about it. He verified that there is really no benefit of me doing this refi, but all along I was told that the cost will be covered by Freedom Mortage and the same process XXXX of XXXX, will be achieved. When I have spoken to XXXX, she said that there has not been any change in doing a streamline rate reduction process.
This entire process has resulted to nothing. My opportunities to obtain a rate reduction refi, a much lower rate was hindered due to their inadequacy, non-compliance, and dishonesty. I felt as I was left in dark and cornered so I could give in. I was not given a solution nor they did not come up with a fair solution.
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| 01/05/2021 |
Yes |
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- Trouble during payment process
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Web |
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In XX/XX/2020 i put the home on forbearance with freedom mortgage due to financial issues. then in XXXX I requested that i perform a loan modification on my loan putting the missed payments at the end of the loan. The 1st person i asked to have this done never submitted the paper work. i found this information out1 month later when i called back. at that time the new person i spoke with requested the paperwork and to put a rush on it. they sent it to the wrong address. asked for it to be resent. finally got the paperwork on XX/XX/2020 stating my payment was due XX/XX/XXXX XXXX i called freedom mortgage and asked if it was ok to fill the loan modification paperwork out and send it in even though it was the XX/XX/XXXX. they stated that was fine. i called back on XX/XX/XXXX and the representative explained that my paperwork was accepted and i could make a payment. i made a payment over the phone with her for a total of {$3000.00} because that is what she explained i owed for XXXX. I thought everything was completed on XX/XX/XXXX i recieved a call from freedom mortgage stating that i was late and they needed a payment of {$3200.00} to be current. I spoke with Manager XXXX id # XXXX explained i made a payment on XX/XX/XXXX. they told me that amount was applied to XX/XX/2020 and that i needed to make another payment. XXXX called me a liar about making the payment over the phone, at that time i requested his manager XXXX XXXX id # XXXX. i was put on hold for 20 minutes and then was hung up on. when i tried to call back it was after hours close and i could not reach anybody. the Next day I called in a spoke with XXXX id # XXXX and asked to be transferred to a manager, she transfered me to XXXX # XXXX. I then Asked to be transferred to her manager and finally spoke with XXXX XXXX Id # XXXX. After speaking with her she said she would get to the bottom of this and made contact with under writers. I also asked for all notes on my account and a detailed break down of payments in and out. I left that conversation with her stating she would call me back. on XX/XX/XXXX XXXX XXXX one of her employees called me back and said i needed to make a payment. I Once again asked for all the notes and a breakdown of all payments made, he stated that those will arrive on the XXXX and that he will call me back on XX/XX/XXXX to follow up. I have not heard anything yet and have called and left messages for Manager XXXX XXXX 3 times since with no response. I received an email from freedom mortgage with payment break downs on XX/XX/XXXX the information they provided contradicted everything they have been saying over the phone. I called back into customer care on XX/XX/XXXX and spoke with XXXX and told her the paper work i got does not match up with what they are saying and asked for them to fix the paper work and resend it to me. she did that. XX/XX/XXXX I received paperwork in the mail. it was literaly said here is all the documents you requested, then there was a BLANK PAGE. I'm currently on the phone with freedom mortgage trying to explain this again and I have been put on hold for over 30 minutes trying to get to a manager. All I want to do is start paying my mortgage again and this company is making it impossible bordering on negligent. I have spent over 12 hours on the phone and months waiting for paperwork from freedom that was always late and incorrect.
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| 10/19/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
- Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
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Web |
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Freedom Mortgage has continually given me the runaround for over one year while I tried to get back into good standing by applying for modification help. Instead of conducting a transparent and efficient review I have been given conflicting information as they misplace or lose documents and feel that this is a coordinated obstruction of access to benefits that they are required to consider me for. Freedom is required to allow a path to reconcile delinquent payments due to Covid income hardship through the CARES program. After a full year of multiple submissions, I have still not been reviewed for any type of program to address the delinquent payments and now I find myself in foreclosure.
I was a front line XXXX XXXX as a XXXX XXXX ( for 22 years ) and within the first two months of the pandemic I became sick with XXXX and was unable to work. I applied for the CARES forbearance and I am grateful that the government put this program in place to help struggling homeowners during the pandemic. I was able to go back to work after a few months but then my father ( XXXX XXXX ) became XXXX XXXX with XXXX and I had to take time off from work to serve as his XXXX I was able to get the forbearance extended to help us during that time and finally got back to work in 2022 and resumed making payments to Freedom. After a few months of payments I was told that I needed to apply for a loan modification to reconcile the payments that had been put aside due to the forbearance.
I first submitted documents and went into loan modification review a year ago. I submitted all of the requested documents, and then their office claimed they did not receive it. So I sent the tracking information that showed it had been received. After providing that information the package was located and then it was sent to loss mitigation. After several weeks with no response I called in and instead of a status or a decision Freedom Mortgage sent out another package for me to complete. Once again I completed the paperwork and submitted it to Freedom, and once again their agents gave me the runaround saying they were missing documents. So I began backing up the submissions by emailing them so that I would have documented that the paperwork had been provided for loss mitigation. I also sent it regular mail and also faxed it. I continued to run into the same problems, and I began to think that this was some type of organized plan to obstruct access to programs. I next submitted the full package through the Freedom online portal and the notes say that it is under review but then a new package would appear in the mail a few days later.
Now Freedom Mortgage has initiated foreclosure against me, stating in their legal filings that I have not paid the mortgage as agreed. Just to be clear, I could not pay the mortgage during the pandemic and the government program allowed millions of struggling American homeowners to pause their payments and reconcile them once the hardship ended. When my hardship ended I resumed making my payments but then their agents told me I had to go through your modification review first. It has been more than one year and now the delinquent amount is close to $ XXXX and this is a result of inefficiency and incompetence and possibly deception on the part of Freedom Mortgage. I am frustrated and have been trying to pay them and I want to pay them.
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| 07/17/2023 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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Explanation of the unfortunate and unforeseen set of circumstances that caused me to fall behind and become delinquent on my freedom mortgage, currently XX/XX/XXXX ; now in active Foreclosure. I applied for and was approved for a loan modification inXX/XX/XXXX. First payment to be dueXX/XX/XXXX ; I made the first payment on time.
In XX/XX/XXXX, mortgage loan modification documents to be notarized was sent to me, and sent back to Freedom Mortgage expeditiously. A lender approved notary came to my home to notarize my loan modification paperwork on XX/XX/XXXX. I successfully notarized the documents, on time and prior to the deadline, the lender approved sent notary was responsible for returning the signed and notarized documents back to Freedom Mortgage.
Unfortunately, the notarized documents were misplaced, and delayed getting back to the underwriting department in a timely manner by the lender approved notary. A delay in underwriting to review my loan modification documents that were sent was due to documents reaching the freedom mortgage company late. Loan modification paperwork was sent to me by underwriting, but was somehow incorrect. ; unbeknownst to me.
They found an error made in the underwriting department in the calculations of the loan modification. When my notarized documents were lost, and eventually when found and received, underwriting was processing my loan modification, realized the document calculations were incorrect. The incorrect documents that were sent to me, had been notarized but wrong calculations, causing the loan modification to be DENIED, AND NOT approved. The underwriting departments error in the documents sent to me showed the loan modification was calculated incorrectly.
I waited, I followed up monthly but didn't receive new calculations or receive follow up, I never received new loan modification documents or any follow up communication or contact from the Freedom Mortgage or the underwriting department. Instead, my home is now in an Active Foreclosure.
The past due mortgage and delinquent balance got out of control for me, a single woman, to manage and keep up with. It was a serious set of unfortunate and unforeseen circumstances that led me here, and put me behind on my mortgage.
Starting with with Freedom Mortgage underwriting department.
Most recent follow up and communication with Freedom mortgage was TELEPHONE CONVERSATION WITH XXXX XXXX, XXXX # XXXX. See below recent email sent to XXXX with supporting documentsXX/XX/XXXX.
Dear Loss Mitigation, ATTACHED ARE THE SUPPORTING DOCUMENTS THAT ARE NEEDED AS PER XXXX XXXX CONVERSATION WITH XXXX XXXX, AGENT # XXXX. PLEASE NOTE THAT XXXX WENT THROUGH A TOTAL OF XXXX PAGES OF DOCUMENTS TO DETERMINE EXACTLY WHAT IS NEEDED. XXXX HOPING THAT THE ABOVE DOCUMENTS ARE ALL THAT IS NEEDED BECAUSE THIS REQUEST FOR MORTGAGE ASSISTANCE HAS BEEN GOING ON FOR 18 MONTHS AND WERE STILL AT IT.
SHOULD YOU HAVE ANY QUESTIONS, PLEASE REACH OUT TO XXXX AGENT # XXXX SHE SEEMS TO BE THE ONLY XXXX THERE THAT TOOK THE TIME AND EFFORT TO REVIEW XXXX PGS. OF NOTES/DOCUMENTS, AND ALL THE BACK AND FORTH OF DOCUMENTS BEING REQUESTED. THERE IS DEFINITELY A DISCONNECT SOMEWHERE WITHIN YOUR ORGANIZATION AND KUDOS TO XXXX AGENT # XXXX WHO TOOK THE TIME TO LISTEN, AND DISPLAYED A GENUINE CONCERN TO GET MATTER RESOLVED.
Thanks for your help. Thank you in advance,
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| 02/22/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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Web |
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XXXX XXXX XXXX Balance : {$0.00} - This kind of account is in fact posted as a charged off account. The balance is in fact incorrect, make sure you reverse it to zero or erase the item totally. Make sure you also render documentation to be sure of all the charges and credits to this alleged account is mine. If you can't give these details and proof on this per my civil rights petition, you need to instantly Delete this wrong account.
XXXX XXXX XXXX Balance : {$500.00} - This account has several violations : You are reporting past due balance on a closed account, you are reporting late payments after this account was closed, you are reporting incorrect Balance, you are reporting an incorrect past due amount. These are ALL violation please delete account Immediately.
XXXX XXXX XXXX XXXX ( Original Creditor : PROTECT YOUR HOME ) XXXX Balance : {$560.00} - This account has been transferred and you're still reporting the original creditor. You are reporting this account twice. This account has been re-aged and is currently showing the incorrect open date and the incorrect date of the last activity. These are all violations so please DELETE Immediately.
XXXX XXXX XXXX Balance : {$460.00} - Creditor agreed to remove this account from my report after payment was made. This account has been paid and it's still on my credit report.
XXXX XXXX XXXX Balance : {$790.00} - Balance and payment history is Incorrect please remove immediately.
XXXX XXXX Balance : {$0.00} - This account must be deleted immediately due to years of late payments after the account was already closed. There should be no late payments reported after closed.
XXXX XXXX Balance : {$0.00} - What method of verification did you use because you are still reporting inaccurate information, no documentation has been provided to me, nor has the status been updated? This account is a violation please delete Immediately.
XXXX XXXX Balance : {$2300.00} - You have not verified this account because I can see the status hasn't been updated, you are still reporting inaccurate information, and no documentation has been provided to me. This account is a violation please delete Immediately.
FREEDOM MTG XXXX Balance : {$0.00} - This account is indexed as a charged off account, please make sure that you produce a documentation that this is mine. As per the rights given to me by the fair credit billing act if you can not grant these records to me, instantly get rid of this incorrect posting.
XXXX XXXX Balance : {$0.00} - This is not mine and I am requesting that you remove this from my credit report or I will execute an Identity Theft Affidavit.
XXXX XXXX XXXX Balance : {$0.00} - This account is not familiar to me. Provide me with necessary documents to prove its mine. My petition to request this documentation is a standard information petition based on my rights given from the fair credit billing act. If you can not create this data per my civil rights inquiry, please quickly remove this particular invalid post.
Chapter XXXX Bankruptcy XXXX - I need for you to send me the petition to verify this account. If you can not do that, then this needs to be removed.
STATES RECOVERY SYSTEM ( Original Creditor : XXXX XXXX ) XXXX Balance : {$1500.00} - This account has not been updated correctly. You are still reporting an incorrect payment history so please delete this.
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| 01/07/2021 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Older American, Servicemember |
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I have a VA loan with Freedom Mortgage for several years and it was also was offered by the to refinance last year to a lower rate.
In the early part of XXXX, my wife and I decided to get closer to our only son who lives and works in California so we put an offer to change our primary residence and put an offer to purchase a house in XXXX California since my wife also commutes to California at about almost 40-50 % of the year for work. We fond a house and was scheduled to close escrow on XX/XX/XXXX.
On XX/XX/XXXX, The lender 's ( XXXX XXXX ) of the house we are purchasing required an Occupancy Waiver from Freedom Mortgage acknowledging that I have satisfied the occupancy requirement timeframe of the house i currently reside in.
My wife and I contacted Freedom Mortgage to provide the Occupancy Waiver requested so that we can close on time. Because of the urgency of the request, we asked to be connected to the Escalation desk to expedite. The gentleman who assisted has advised that he will channel the request to Escalation.
On XX/XX/XXXX, I followed up the call ( XXXX ) XXXX to ensure that the request is in and the urgency of the matter and I was channelled into Escalation desk and repeated my request and reiterated that the soonest she can get the document requested is on XX/XX/XXXX. The document will be sent to my email ( XXXX. Escrow closing is then moved to XX/XX/XXXX to allow time to receive Occupancy Waiver document.
On XX/XX/XXXX. my wife called again to ensure that the document will be forthcoming as promised.
On XXXX, a document was received but it was the Occupancy Affidavit. My wife immediately called them up and advised them that it is the wrong document. We were requesting an Occupancy Waiver. I advised them that time is of the essence and that any delay after XX/XX/XXXX will cost us a daily {$120.00} penalty for not closing as rescheduled. The escalation desk said that since they have fulfilled the first request although it was a wrong document form, they have to reopen a new ticket for the Occupancy waiver and the soonest it can be produced is XX/XX/XXXX. I protested to that date and that the turnaround to respond is 5 days. The escalation desk and I called XXXX XXXX ( XXXX XXXX, the loan officer ) and we reached his voice mail and left a lengthy message on his voice mail and reiterating again that the document can only be forthcoming on XXXX.All requests goes on a cue.
XX/XX/XXXX My wife and I called Freedom Mortgage again to check and follow up to make sure that the document is on cue and that we are getting the document requested. Today, we are told that none of which is on cue to produce and they need to reopen a cue and the document is again placed on cue to XX/XX/XXXX. I protested adamantly because again, our escrow is scheduled to XX/XX/XXXX because we were promised XX/XX/XXXX for the needed document. ( Occupancy Waiver ) I again asked for the Escalation Manager, but I am getting pointedly, there is nothing they can do to provide as requested. Meaning, wait again until they can get around to it.
I need assistance in getting these servicer to assist us and provide the Occupancy Waiver requested so that we can close escrow. It is costing us a daily {$120.00} penalty and it is a lot of money to swallow because these servicers can not get their escalation request or assist in our situation.
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| 01/05/2023 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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Freedom Mortgage Timeline of Events VA Partial Claim XX/XX/XXXX Received documentation saying we were approved for the VA Partial claim Received a letter from Freedom Mortgage dated XX/XX/XXXX saying we were not eligible for VA partial claim XX/XX/XXXX Spoke to XXXX XXXX inquiring why we are no longer approved. Said letters were dated 4 days apart and we are approved for VA partial claim Made several calls ( XX/XX/XXXX, XXXX, XX/XX/XXXX ) to see where the paperwork was. Kept being told due to backlog the paperwork will be sent out.
XX/XX/XXXX Received documentation from Freedom Mortgage for the VA Partial Claim dated XX/XX/XXXX XX/XX/XXXX called and spoke to a representative at Freedom Mortgage to inquire about questions we had on the paperwork and if we could have an extension to further review. The representative said we could take time to review the documents.
XX/XX/XXXX Spoke with XXXX at Freedom Mortgage about questions we had. He was unable to answer but assured us XXXX XXXX XXXX ( underwriter ) would call us and he sent him a message. Again he said we had an extension to get the paperwork in.
XX/XX/XXXX Spoke with XXXX XXXX about the questions we had on the paperwork. Answered the questions about principal and interest. We were then told we had a 1 week extension to get the paperwork in.
XX/XX/XXXX Called their notary J & A to get documents notarized and we were told Freedom Mortgage cancelled the notary. When I called Freedom Mortgage I was told it would take 48hrs to reinstate the notary. Told again we had another week extension. Still no mention of the VA partial loan program ending on XX/XX/XXXX XXXX called notary to get documents notarized XX/XX/XXXX got a letter from Freedom Mortgage saying to return the paperwork no later than XX/XX/XXXX XX/XX/XXXX spoke to XXXX from Freedom Mortgage saying we returned the paperwork by their deadline. She assured us our paperwork was being reviewed by underwriting and we should resume making payments and our partial claim was accepted.
XX/XX/XXXX spoke to XXXX XXXX we were then told that the VA Partial claim expired XX/XX/XXXX and she never would have told anyone we could have an extension for the paperwork. We were then told because our paperwork was received after the deadline all documents were voided. Options were now loss mitigation. She then transferred us to her supervisor who assured us she would escalate the matter and call us back.
XX/XX/XXXX Spoke to XXXX Supervisor XXXX Were told the care team is reviewing our file as of XXXX and still being reviewed. VA declined their request for the VA partial claim paperwork being submitted after deadline. Was emailing her director XXXX. We could do loss mitigation with a higher interest rate. XXXX will work on it and our file is coded for loss mitigation. We will receive a call back in a couple days as both XXXX and XXXX are working on our file. If we do go into foreclosure they can send an email to stop the process.
XX/XX/XXXX Received a phone call from XXXX an Independent appraiser from VA to do an appraisal for liquidation. We were in foreclosure.
XX/XX/XXXX Spoke to XXXX XXXX reviewed previous phone call with XXXX. Yes what we were told about extensions and no mention of VA deadline were her words teachable moment. Nothing they can do about the foreclosure process. We need to move forward with loss mitigation.
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| 04/03/2020 |
Yes |
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- Trouble during payment process
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Web |
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I was contacted on Tuesday, XXXX XXXX, 2020 by XXXX XXXX, a loan advisor at my current mortgage company. He stated that I was ellilagble for a streamline FHA Refine for my loyalty and good payment history. I decided to listen to what he had to say. I asked questions via email and was granted a response. " Great questions! We are going to lender pay the closing cost. We will not be charging you the third parties fees on this loan. The FHA Upfront Fee will be financed in again but it will be at 70 % discount since you just closed within the last year. So the total amount that gets rolled into the loan is {$1100.00} after the discount is applied to the {$3800.00} Upfront fee.Thanks! '' So I agree to go through with the process. I receieve my estimated mortgage documents and everything looks wonderful. Then on XX/XX/XXXX, I receieve my final mortgage closing documents and the escrow shows 5.08 acers on my property ( WHICH IS NOWHERE NEAR WHAT I RESIDE ON! ) but the real kicker is that the property taxes came out to {$11000.00}. Which is obserd being that the value of my house is around 200k. This number was not recognized by anyone in the company as an issue until I called and called again. It finally was resolved on XX/XX/2020 with the persistance of me.
I received an escrow balance check on XX/XX/XXXX from Freedom Mortgage, which I was disclosed I would receive. I waited until XX/XX/XXXX to deposit the check. It took my bank one day to clear it ( XX/XX/XXXX ). On XX/XX/XXXX, I get a call from my bank stating that the check had been returned to sender. I was not disclosed from Freedom, that they voided the check on XX/XX/XXXX and I received fees from my bank for their issue. I was told to contact costumer services and I did. I received a letter in the mail saying they were investigating and that is all I have heard.
My big issue now is that I was told there would be no XXXX mortgage payment if I closed in XXXX ( which I closed in XXXX ). So when XXXX XXXX stated, " So the total amount that gets rolled into the loan is {$1100.00} after the discount is applied to the {$3800.00} Upfront fee '' this was not the case. I was told I would have to bring cash to close upfront and it would not be rolled into my refine. So I shuffled some money around to make it work. On XX/XX/XXXX I receieved an email letting me know " If you dont want to roll in the FHA Funding Fee you can bring that to closing or you can pay that to principle since you will skip the XXXX mortgage payment. '' I confirmed if I closed in XXXX, I would not have an XXXX mortgage payment since I am bringing cash to close. So I scheduled my closing for XX/XX/XXXX and brought the cash to close. On XX/XX/XXXX, my bank notified me that Freedom Mortgage had withdawl of my XXXX mortgage payment that I had been told because I was in refinance and paid cash to close I would not be paying. So now I do not have the $ $ for closing but they are trying to cash the check and the money is back with my mortgage company for the XXXX mortgage payment. I have tried multiple times to get ahold of Freedom and they always say I will call back later or tomorrow first thing. NOPE! I am getting charges left and right for their mistakes from my bank.
I constantly feel like they are unreliable, sneeky, do not communicate within the company and do not have the best interest in helping me.
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| 11/06/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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In XXXX of XXXX my home suffered water damage due to frozen pipes. My insurance carrier covered my loss and began issuing payments. Some of the payments were in check form and included Freedom Mortgage as a payee. I contacted Freedom mortgage to see what they needed from me to process the checks. On XX/XX/XXXX two checks in the amount of {$8900.00} and {$14.00}, XXXX were received by Freedom mortgage in their mail room. The checks were sent with XXXX. I also sent in all photos and documents they requested. I have not received the checks back to date. I have been told that the checks were processing and would be overnighted to me, I was told there were issues with the checks, and also have been told that they were lost in the mail room.
On XX/XX/XXXX XXXX XXXX from freedom mortgage told me she was sending an email inquiry to the status of my checks to processor XXXX XXXX and her two supervisors, XXXX and XXXX. I hadnt received the checks or any communication. I was told I would be contacted by XXXX. XXXX left a voicemail for me on XX/XX/XXXX saying there was an issue with the checks and asked me to call her back. I called back that day and spoke with XXXX. She informed me that XXXX XXXX left a note in my file that there was something wrong with the checks. XXXX called my insurance ( XXXX XXXX ) and asked that the checks be reissued. They told me to send in the new checks to them for endorsement. I never received any new checks nor did XXXX XXXX issue any new checks.
On XX/XX/XXXX I called Feeedom to check on the status of my checks. I spoke with XXXX XXXX again. She stated my checks had been received in XXXX but had never been scanned into my file. She transferred me to a supervisor named XXXX. XXXX stated that my claim was classified as stamp & go. She stated she would contact the mail room to process my checks and would contact me by the end of the day. She stated my checks would be overnighted to me and that she would provide me with a tracking number. She said I should receive them within 48 hours. I never received any checks. XXXX never called back.
On XX/XX/XXXX XXXX XXXX from Freedom called and left a message. He asked me to call him back. I called him back multiple times and left messages. I also sent multiple emails and he has never responded. My contractor is now threatening to file a lien for non payment because Freedom has not released the funds they have been holding. My contractor sent myself and XXXX an email regarding the lien and he did not respond.
On XX/XX/XXXX I called my insurance carrier to see if they could reissue the checks in my name. I spoke with XXXX XXXX from XXXX XXXX and she stated that XXXX XXXX from Freedom had called into XXXX XXXX and asked for the checks to be reissued. XXXX stated that Freedom sent my checks to the wrong person and that person had cashed the checks. XXXX XXXX has images of the cancelled checks and states that they can not be reissued.
Freedom mortgage has still refused to issue the insurance funds owed to me. I am at risk of having a lien placed on my property, and Freedom is ignoring my calls and emails. They are not acting in good faith and have placed me and my contractor in a very difficult situation. Work has been done on my property for several months now but I cant pay the bill because Freedom is refusing to endorse and return the insurance checks.
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| 11/13/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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In XX/XX/XXXX our home was flooded by Hurricane Harvey, almost 15 months ago. Since that time we have been paying monthly rent to live in an apartment in addition to paying our monthly mortgage payment since the home is uninhabitable. We have not missed nor have been delayed on any payments. The City of XXXX declared our home substantially damaged, which means that we are required to elevate the existing XXXX house in order to receive City permits for renovation, or we must tear the house down and build a new, elevated home. We have opted to tear the house down and build a new, elevated home because costs to elevate the existing house and complete post-flood renovations are estimated to cost $ 350,000- {$400000.00} or more.
Our flood insurance claim of {$150000.00} was settled in XX/XX/XXXX. We owe approximately {$230000.00} on our existing mortgage, which will leave a remaining balance of approximately {$82000.00}.
The issue we face with Freedom Mortgage is that they are holding the insurance claim funds in escrow despite our repeated requests to apply the funds to the payoff of the mortgage.
I have spoken to numerous representatives in their Customer Care Center and in the Loss department. We have made numerous requests over many weeks/months. I have spoken to XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX XXXX, XXXX XXXX, and likely others. No single person takes ownership over our case, which means we must explain our request brand new to every person. When I have asked to speak to the same employee again, I am told the person is busy or unavailable.
They tell us that we should pay the remaining balance of approximately {$82000.00}, at which point they will apply the insurance funds to the balance of the mortgage. But they refuse to issue an official payoff letter nor provide this process in writing. In my attempts to receive what we need, I have requested and have received two official payoff letters from them. Both state the full amount of the loan, approximately {$230000.00}.
We have been approved at another bank for a new construction loan, and they will assume the remaining balance of our current mortgage in our new construction loan, but they can not do this without a formal payoff letter that states the true payoff amount of approximately {$82000.00} and a clear statement that in paying this amount, the lien will be clear.
At one point I even called Freedom to make the payment myself, desperate to move past this, and I asked for instructions on how to wire the funds. The Freedom employee I spoke to was uncomfortable giving me the instructions due to concern that the Loss department would not apply the flood insurance money to the remaining balance. She, herself a Freedom Mortgage employee, did not want to move forward as she was worried that we would make the large payment of funds without guarantee that they would pay off the loan with the funds held in escrow.
We think that Freedom Mortgage is acting unethically. They have zero motivation to apply the flood insurance funds to our loan. Every month they collect a mortgage payment from us, and they are likely collecting interest on the flood insurance funds held in escrow as well.
We need your help to rebuild our lives. Please help us move past this horrible event and get back home. Please, please help us.
|
| 10/19/2015 |
Yes |
|
- Loan servicing, payments, escrow account
|
|
Web |
Older American |
|
CFPB COMPLAINT FACT SHEETXXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXXWe have had XXXX mortgages with:XXXX XXXXLoan No. XXXX XXXX XXXX XXXX - XXXX XXXX, XXXX XXXXWith both of our mortgage loans with XXXX XXXX XXXX, our check and coupon were mailed on the XXXX - XXXX of each month, received and posted within five days of when we mailed the payment. We have never been late, not even one day.
On or about XXXX XXXX, we received a letter from XXXX XXXX advising us that the servicing of our mortgage was being transferred, effective XXXX XXXX, 2015 to : Freedom Mortgage CorporationXXXX XXXX XXXX, XXXX XXXX - XXXXWe called Freedom Mortgage Corporation on XXXX XXXX, 2015, seeking our new loan/account number. A female in Customer Service advised us that the information I was seeking would not be available until XXXX XXXX, 2015. Checking the Freedom Mortgage Corporation website on XXXX XXXX, 2015, a notice was " pinned '' to the Home Page, advising that account numbers would not be available until XXXX XXXX, 2015.
On XXXX XXXX, 2015 we called Freedom Mortgage Corporation Customer advised that our new Account Number was Freedom Mortgage Corporation Loan XXXX. I was advised that the XXXX 2015 Payment, under U.S. Government Regulations, not considered late for 30 days from the date of the mortgage transfer date.
On XXXX XXXX, 2015, from the XXXX XXXX XXXX USPS, we mailed Check Number XXXX, payable to Freedom Mortgage Corporation and Loan Number XXXX - XXXX 2015, clearly marked on the memo line of our check to : Freedom Mortgage CorporationXXXX XXXX XXXX, XXXX XXXX - XXXX checked our XXXX XXXX XXXX XXXX, ( Routing Number XXXX ), Account No. XXXX, every few days to see if our check had been presented. We also checked our Freedom Mortgage Account page to see if our check had been posted. We observed neither of these actions, still on XXXX XXXX, 2015.
On XXXX XXXX, 2015 to protect our XXXX Account and preserve our credit standing, we transferred from savings {$1100.00} to our " House Account '' XXXX. We went online to the Freedom Mortgage Corporation website and issued from XXXX XXXX an ACH debit in the amount of {$1100.00} and received Confirmation No. XXXX.
On XXXX XXXX, 2015, on the XXXX Online site, we issued a Stop Payment Order on our check XXXX that was either lost or mishandled by Freedom Mortgage Corporation. We paid the {$25.00} SPO fee to XXXX.
Part of the pride of home ownership is also the pride of making mortgage loan payments on time. When we check XXXX and Online Complaints for Freedom Mortgage Corporation, we were aghast at the XXXX complaints, many about misplaced payments, misapplied payments and untruthful statements by Customer Service personnel. We had heard of Predatory Mortgage Corporations. We were careful in choosing XXXX XXXX XXXX and had no say in the transfer of our mortgage to a predatory mortgage corporation.
We request that Freedom Mortgage Corporation credit our escrow account with the {$360.00} that appears on our XXXX XXXX XXXX 2015 statement, ( attached ) ; instead of the {$200.00} that appears as an escrow balance on the Freedom Mortgage Corporation XXXX XXXX, 2015 online statement, a variance of {$160.00}.
We request that Freedom Mortgage reimburse us the {$25.00} XXXX Stop Payment Order fee.
We request that Freedom Mortgage Corporation forward to us our check XXXX marked canceled.
|
| 09/13/2022 |
Yes |
- Mortgage
- Other type of mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
|
I have submitted two complaints already for Freedom Mortgage. One on XX/XX/2022 and the other on XX/XX/2022. Initially there were many issues surrounding my attempts to get a loan modification under COVID Forbearance which ultimately led my mortgage to fall behind over 14 months. Thankfully I worked with a HUD counselor that told me about a Grant through the state of Ohio. I was approved in XXXX for the maximum grant of {$25000.00}. After seeing how Freedom Mortgage operated with the loan modification I was very worried that I would lose this grant. That said, I tried to call them numerous times before submitting a complaint here. However, after getting nowhere once again when contacting their offices multiple times I had to use this resource. I immediately received a response here. However, the Director of Customer Service XXXX XXXX, assured me that if I paid a specific amount due in XXXX that the funding would be received that month. He also assured me that someone would reach out that day to collect the amount due. I waited almost all day & no one ever called. I finally reached out myself only to be told the amount was different, paid it & then never heard from anyone. Days went by, then it turned to weeks. Here we are now on XX/XX/2022 and I am getting default letters daily, Emails stating that my account is in serious delinquency, etc. When I have already been approved by the state, in fact I have signed all paperwork, the state sent confirmation that my funds were sent. I have spoken to multiple people at Freedom Mortgage that verified my money is sitting there just waiting to be applied to my account, but now that another month has gone by more late fees have been applied to my account & now I don't even know if I qualify any longer. Please see message below from XXXX XXXX XXXX who failed to do what he said he would do just like almost every other supervisor and manager at Freedom Mortgage who can't be bothered to follow up or call back when they make a promise to a homeowner.
Company 's Response XX/XX/2022 XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, OH XXXX Re : Your Complaint to the CFPB Complaint # XXXX Dear XXXX XXXX : We have reviewed your complaint and researched the issue regarding the XXXX funds. You contacted us on XX/XX/2022 regarding the XXXX application and we had not yet received the application from the state of Ohio. We requested the application from the state of Ohio on XX/XX/2022 and it was sent to us the same day. The application was returned today ( XX/XX/2022 ). At this time, you would need to pay {$160.00} to qualify to the maximum assistance of {$25000.00} which would reinstate your account through XXXX, XXXX. The delay in communicating through the portal was due to Ohio making a small change to their software which caused their portal to malfunction. We have been working with the state of Ohio daily to correct the issue, but they have agreed to fund the {$25000.00} within the next two days. Someone from Freedom will be reaching out to you regarding the {$160.00} needed to qualify for the maximum assistance. We will note our system that you have rejected the loan modification offer due to receipt of the XXXX funds bringing your account current. Very truly yours, XXXX XXXX XXXX XXXX Customer Service Freedom Mortgage Corporation XXXX XXXX XXXX XXXX, XXXX XXXX XXXX. XXXX, NJ XXXX
|
| 03/27/2017 |
Yes |
|
- Loan modification,collection,foreclosure
|
|
Web |
|
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Freedom Mortgage holds the mortgage on my home which is under a short sale contract. I have not paid my mortgage since last XXXX but I have been maintaining the house. I pay the electric, the propane for the furnace so pipes do n't freeze and lawn care. I signed the short sale contract in XXXX of this year and it is sitting with Freedom for approval. Since signing this contract the third party, XXXX, that was hired by Freedom to " preserve and secure '' the home have been removing personal property from the premise and have damaged the home. XXXX had changed the door knob on the outside of the house but broke into the door going from the garage to the family room. The door had a dead bolt and they destroyed the door and frame. I have tried to get in touch with XXXX many times to offer a key but I am always put on an extended hold. Freedom has condoned the removal of the personal property from my shed as a " safety '' precaution. The items taken were my pool filter and extra cartridges, my filter pump, hoses, pool vacuum, skimmer, all the chemicals and the shelving unit that held the chemicals. They have been on the property from XXXX XXXX when the house went on the market up until at least XXXX XXXX, XXXX when the person I have caring for the house did a walk through. At the time of the walk through the person caring for the house noticed that the dry wall ceiling in the basement had been cut out tracing the path of the ductwork to the furnace. He video taped the walk through. This past Saturday, the XXXX representative brought a Work order to remove approx. XXXX cords of cut, seasoned fire wood from the back of my XXXX acre lot - not close to the house. The Freedom Representative said yes - this is a fire hazard. Again, this has been on the property since I put the house on the market in XXXX, XXXX. Also, in the master bedroom walk-in closet the closet organizers were ripped out of the wall. Freedom has sat on my short sale contract so long the first time the people backed out. Now they are sitting on it again. I sent the paperwork in and called to make sure they had everything they needed several times and I was assured that they did. The last day of the thirty days they have to review the paperwork they said they were missing an addendum they needed added. We supplied that paperwork and were told we would have to wait an additional thirty days to get an answer. Again, within in this past thirty days all my personal property started to disappear. The buyers are not getting what they signed up for in the contract because Freedom is sabotaging the sale through XXXX. I contacted my lawyer and he said the third party has a right to enter the house but they are not permitted to remove personal property or damage the residence. They did both. On Saturday XXXX XXXX, XXXX Freedom 's appraiser went through the house and when he left he left the lock box open exposing the key to the world. My neighbors saw the men taking the stuff from the shed and called me. I called the police and when they got there they had to shut the lock box. Freedom Mortgage needs to be held accountable for the loss of personal property and damage. I am filing a criminal report with the XXXX XXXX Commissioners office against both Freedom and XXXX. The house has not been scheduled for foreclosure and again there is a contract on the house.
|
| 12/16/2016 |
Yes |
|
- Settlement process and costs
|
|
Web |
|
|
I accepted a refinance offer from Freedom Mortgage on XXXX. I was told that it was a Streamline FHA loan, 30 year XXXX@3.25 %. And that we would close in XXXX. I was under the impression that I was refinancing with the same company that my current loan is with ( XXXX ) because when I refinanced in XXXX, I received emails back from Freedom Mortgage personnel asking for feedback on that loan process. Anyhow my loan office provides the condo insurance info. right away. They contacted my currency mortgage company ( XXXX ) on XXXX who provided the pay off info., but then after the election, my file seemed to go to suspense. I was then informed that it may not close in XXXX. I replied by asking if I could add XXXX and XXXX loan payments into my new loan. There are a string of emails on this between me & Freedom employees. The loan officer informed me not to make the XXXX payment and when I confirmed this with the loan processer, she replied that she did see a note in the file. Additionally I am attaching the updated loan documents that I received on XXXX noting the increased loan amount.
I wrote back letting them know how I was spending the money and thanking them for their assistance. Then this past week I heard from XXXX informing me that I was late on both XXXX & soon XXXX payment. I told her that my loan was due to close any day and that part of our agreement was the XXXX & XXXX payments. As a matter of fact, after I confirmed with the loan processor that this was approved, I received new loan documents XXXX. The lady from XXXX said she would look into it but she had not heard from Freedom Mortgage on my account since the request for pay off at the XXXX. When I called Freedom back, they told me that this was all they were waiting for?? The gal at Freedom then starts to tell me that they need me to make XXXX payment to XXXX, at which point I remind her of our agreement. She tries to record me saying something different unsuccessfully so she transfers me to a manager who has been nothing but rude. His message is make those prior payments or your out of luck?? He then tells me that he will try to help me IF I can prove that I have proof. I ask him why we are n't working towards a resolution?? He says proof it or you are out of luck?? I could not believe it. I send him the proof, thinking he will feel stupid only to receive a reply indicating that he reads the emails differently. At which point I copied he supervisor and let them know I would be contacting you.
I am a XXXX woman with a XXXX. I had offers from loads of companies before I chose Freedom so I called one of them and he explains that they can really XXXX me over now because the rates are up and I have a 30 day late soon to be a 60 day late. I do n't have this money because I had a death in the family and I used it to travel. I do n't even know if someone has paid my property taxes now? I have been a home owner for over 20 years and I have never missed a payment or been late. I pray you can help me as this feels like a scam. I counted on our agreement and it does n't seem fair that they can pull out after the rates go up or because of misinformation on their end. I mention this agreement in at least XXXX of the XXXX emails that I forwarded to him from the last 45 days.
Thanks for your time!
Please advise at your earliest convenience.
|
| 06/17/2023 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
Servicemember |
|
Sir/Madam, I am reaching out to you in an attempt to receive assistance in obtaining the proper information needed, as well as all obtain available to me in determining an agreement to work towards bringing my mortgage loan status current.
To this point, I have been repeatedly misinformed during this entire process since it began back in XX/XX/XXXX, with currently still no rectification.
I was misinformed by my previous mortgage company XXXX XXXX XXXX XXXX being told that my loan payment could only be divided over 3 months. At this time, I was in the rear in the amount of approximately {$12000.00}. I was informed that I could no longer continue to make payments after XX/XX/XXXX until a plan/agreement had been met. I had already started the repayment process prior both in XX/XX/XXXX and XX/XX/XXXX both in the installment amount of {$3400.00} each. When eventually contacted, they were never provided an option to continue payments until they reached their determination of the loan modification., After several months without options for consideration of getting this rectified, my credit status is currently still showing that my loan is in forbearance, which should have allowed my original monthly payment to be accepted and would not have caused me to become further in the rear. I have been in contact with XXXX XXXX via phone ( recorded ) and emails ( documented ), all while continually being misinformed on too many occasions without rectification. However, without being correctly informed of options that were available along the process promptly has now created an even larger burden.
Additionally, in the middle of this process, my loan was transferred to Freedom Mortgage which is never a recommendation during the loan modification process.
I have since been in contact with VA gov where I was informed by the agent that I had been approved back in XXXX for a partial modification and never received that approval paperwork or confirmation. This would have alleviated all of the additional paperwork that has been repetitively provided and caused them to restart the process several times. Without the proper clarification during this process, misinformed information, not receiving the approval Ietter, and still, no obtains for an agreement to be met over six months has brought me to ask for assistance in holding them accountable for their actions or lack of and required them to provide the correct information along with all options available to reach an agreement to rectify this situation.
Hence, I am humbly requesting an exception in the repayment program and reconsideration of the original determination that was approved but never received. I served my country for 26 years of my life. So that everyone here could enjoy the American life. Now it's my turn to enjoy and I'm getting cheated and led astray by the same companies and poeple I put my life on the line for.
This is our familys home which we dont want in jeopardy of losing. Let me know if any additional supporting documents are needed, as this should have never taken such an extended period to obtain the proper information and options available to reach a new loan agreement.
Please feel free to contact me to discuss further.
XXXX. or ( XXXX ) XXXX Thanks in advance for your prompt attention to this matter.
V/r, XXXX XXXX
|
| 09/29/2022 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
Servicemember |
|
Summary letter from my lawyer : In XX/XX/XXXX the XXXX were informed of a roughly {$7000.00} shortage in their escrow account. It appears that Freedom Mortgage initially made a roughly {$6000.00} payment to XXXX XXXX for ad valorem taxes but made this payment to an incorrect parcel number. Once Freedom Mortgage realized this mistake a roughly {$7000.00} payment concerning the correct parcel number, and which appears to include the associated late fees.
On XX/XX/XXXX, the XXXX were informed of this issue and directed by Freedom XX/XX/XXXX Page XXXX Mortgage to follow up the XXXX XXXX XXXX XXXX. The XXXX did so on XX/XX/XXXX. The XXXX XXXX XXXX XXXX has no record of this overpayment and advised the XXXX that any overpayment would have been returned to Freedom Mortgage. Despite this, it appears that Freedom Mortgage is still debiting the XXXX escrow account for this improper payment. Freedom Mortgage was attempting to resolve this issue independently as of XX/XX/XXXX. Freedom Mortgage assured the XXXX that they would be contacted with the results of its investigation. Since that time the XXXX have heard nothing.
Resolving this escrow issue will enable the parties to address the issue of forbearance/hardship. I believe a brief history of this matter is helpful.
Due to the COVID-19 pandemic this loan was placed into the Freedom Mortgage forbearance program in XX/XX/XXXX, where it remained until XX/XX/XXXX. Following this date the XXXX made trial payments but were eventually told by Freedom Mortgage that they were eligible for continued forbearance.
The XXXX were eventually informed that the forbearance program was not available and that they would need to apply for a hardship loan. The application for a hardship loan was completed.
In following up on the status of this application, the XXXX reached a Freedom Mortgage representative named XXXX. XXXX told the XXXX that they were eligible for COVID-19 forbearance through XX/XX/XXXX. She stated that she would handle the account and take care of the modification to extend the forbearance.
On XX/XX/XXXX, the XXXX received documents related to the previously requested hardship loan. Concerned that this was in contravention of the offer of forbearance, on XX/XX/XXXX, the XXXX once again contacted Freedom Mortgage. In a protracted series of conversations, the XXXX were told that forbearance was not available, and that they would need to utilize the hardship program. They were told to expect paperwork concerning this by XX/XX/XXXX.
On XX/XX/XXXX, the XXXX received the approval for the loan modification and requested that Freedom Mortgage help arrange for a notary to process same.
On XX/XX/XXXX, the XXXX learned of the issue regarding escrow and were also told that the loan modification had been closed by underwriting as refused by homeowner.
The XXXX goal is to resolve these issues in a manner which does not penalize them XX/XX/XXXX XXXX XXXX for administrative mishaps which were beyond their control. They remain ready, willing, and able to execute a modification of their loan provided such does not unfairly penalize them or commit them to bearing the burden of the errant payment of ad valorem taxes. In the meantime, the XXXX are willing to make any interim payments as may be necessary to avoid further attempts to assess penalties
|
| 07/01/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
Servicemember |
|
Earlier this year my loan was taken over by Freedom Mortgage ( FM ). Prior, I always paid my taxes directly to the county. Once I saw I was in escrow and my payments were going from XXXX to XXXX I followed up with FM and explained I already paid and provided them with the receipt I received from the tax office showing full payment and listed me as the tax payer. After months of following up and being told they will have a resolution by c date ( which ket being pushed for months ) I finally asked FM what my options were because I cant continue to make double payments as they look into the situation. They instructed me to request a refund from the XXXX XXXX tax department and pay the negative escrow to them in full. So I went to the tax office and requested a refund. They tax department said they cant do that because I am listed as a payer on the account. I told them the situation and after They investigated informed me the mortgage company did pay but received a full refund back in XXXX. The tax department then provided me with a payment history printout showing my full payment, freedom mortgage full payment and and freedom mortgage full refund. I then called freedom mortgage and spoke to the escalation department and they too confirmed I was listed as the taxpayer for my home. They again told me they would prioritize this review and issue a refund. I called back a few days later just to be told it was deboned and they cant do anything for me until they can locate the check. I asked if they could at least lower my payments as I am still paying double. They finally agreed to lower them to XXXX while still in escrow and still in the negative on escrow until they figure out where their payment from the tax office is. To go back, Ive paid the XXXX mortgage and the next month requested if the situation was resolved because Im still showing the XXXX minimum payment amount on my account.. they informed me the resolution would be confirmed in a couple days.. so I said while you figure this out let me at least make my minimum payment ( my previous mortgage ) of XXXX since this should be squared away shortly. A month goes by and they send me letters that Im behind on my mortgage I incurred late fees and was reported to the agency.. so I called again to figure out how this happened when they were for sure taking care of the issue. I then proceed to XXXX the XXXX for that month. I later get a letter saying Im in default. Basically since I didnt pay the full XXXX for the previous month they called me delinquent saying I didnt pant full payment. This was reported to on my credit. In the background XXXX applying for another mortgage since I need to relocate due to my husband being in the military. I was informed I no longer quality for the mortgage I was pre approved for 2 months ago because I have a default on my mortgage for 2 Months! I called FM and explained because of all of this and their unwillingness to work with me on a mistake they made I can no longer move.. I asked for them to please remove this from the credit reports and provide an explanation that I wasnt in default. They again said sorry but we cant do anything until XX/XX/XXXX. Typical response Ive been receiving for the past 5 months! They refuse to make things right and now I cant get a mortgage to move my family!
|
| 03/14/2022 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
Servicemember |
|
CFPB helped me get the original auction date postponed I am so appreciative for your company. My prior complaint against this company # XXXX I am the surviving spouse of a Veteran my husband XXXX in the XXXX war XXXX He was XXXX and came home to our family. My son was XXXX and daughter was XXXX at the time, unfortunately and unexpectedly my husband passed away in our home on XX/XX/XXXX. My husband was our sole provider. Besides being devastated from the loss of my husband and trying to hold my family together I began to fall behind on my house payments in XXXX of XXXX. Due to not having a XXXX and paying my bills to keep utilities on and food on the table. I was not receiving his benefits until this XX/XX/XXXX. I am not on the loan or on title of the home, we had planned to put me on title but my husband wrote a letter stating everything was to be left to me if anything happened to him. Freedom Mortgage did postpone my auction after the first complaint to you. Postponed from XX/XX/XXXX to XX/XX/XXXX. We told them we were going to open probate and get myself on title. We asked for a Loss Mitigation Packet and were told I needed to be on title in order to do this. They gave me the items needed, either a recorded deed or court order transferring the property to me, or copy of will and proof it was admitted to probate or Affidavit of intestate succession. We tried doing the paperwork ourselves but the courts kept sending them back and said we had corrections to make. I cant afford a lawyer so I kept trying to do paperwork myself. I finally found a paralegal that I could afford but could not get an appointment with a paralegal until Friday XX/XX/XXXX I was told by paralegal that filing doesnt happen overnight. I received the proof of filing and documents Freedom Mortgage wanted on XXXX XXXX and emailed them, received the confirmation that they were received. We called them today XXXX XXXX at XXXX because we had not heard from them. We asked of the status of the file we were told by XXXX ID # XXXX at customer service, she said she would transfer us to Loss Mitigation department on hold for 20 minutes she came back and said Loss Mitigation was closed and they just uploaded documents today XX/XX/XXXX. We asked what the new postponed date for auction was and she said they could not postpone because they just uploaded documents and there is not enough time to review. We asked to speak to someone above her and that this was unjustified how they were handling our file and that we are acting in good faith and can not lose our home. We were transferred on hold for XXXX minutes spoke with XXXX ID # XXXX she stated they did not have time to review the documents and would not postpone the auction. I told her I did everything Freedom Mortgage asked and that it was not my fault the documents were just uploaded, I requested several more times for postponement. XXXX stated she would email the XXXX XXXX XXXX company to see if they could escalate the review, they too are closed and they wont receive email until tomorrow and she will call me to let me know. But this is not enough time. I do not trust these companies to act in good faith, they just dont care and there is no sense of urgency. I am so frightened that we are going to lose our home, I dont know what else there is for me to do.
|
| 12/07/2022 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
Servicemember |
|
My husband is a XXXX and we entered a XXXX related forbearance program with our mortgage company, Freedom Mortgage, in XX/XX/XXXX. In XX/XX/XXXX we began the loan modification process with Freedom Mortgage. Many delays were experienced with the company given excuse being that they were very backlogged. In XX/XX/XXXX an offer was presented and accepted for a VA XXXX XXXX. On XX/XX/XXXX my husband and I signed all the loan modification documents with the notary provided by Freedom Mortgage. Freedom Mortgage documented receiving the documents the next day. The loan modification started XX/XX/XXXX with the new APR and payment amount. Because the account had not been updated via the online portal, I had to call by telephone to pay the mortgage payment. I called XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX to make my payment. I inquired each phone call when the account would be updated so that I would not need to call. The same excuse " backlogged '' was given. In XXXX a letter was sent informing the mortgage had been sold to XXXX XXXX XXXX, and payments after XX/XX/XXXX should be made to them. The letter stated all current loan terms will transfer. We began receiving letters of serious delinquency and that we must contact them to address the past due balance. I contacted Freedom Mortgage and XXXX on XX/XX/XXXX and asked why I was receiving these letters. XXXX provided my signed loan modification documents to send to XXXX, claiming there is no reason they should be showing out of date information. I immediately sent those documents to XXXX. Subsequently I mailed my XX/XX/XXXX payment to XXXX with the documents explaining why I was paying a different amount. XXXX cashed the check with no issue. I did the same for XX/XX/XXXX and the check was returned because they were unable to accept payments on the account. Between XXXX and through today the actions being taken by XXXX to remedy this situation have been : 1 ) They attempted to do another XXXX Partial Claim that was denied because it has now been too long and the amount past due shows to high. 2 ) They have attempted to get original documents from Freedom Mortgage and understand why this is not complete. The information collected by them has been that Freedom Mortgage did not have the documents notarized and turned into the State/County (? ) within the 60 day time period required. The documents were received XX/XX/XXXX and Freedom sold the account XX/XX/XXXX. 3 ) Rushmore is again trying a new loan modification to try and resolve the issue, but I have received no update in regards to that. Additionally unless it is the same APR and payment, I do not understand why we would accept that. Our forbearance officially ended XX/XX/XXXX which means that XXXX XXXX XXXX is now reporting to the credit bureaus as if we are past due on payments. Additionally, XXXX will not accept any regular mortgage payments on our account. As of XX/XX/XXXX there has been absolutely no resolve to this issue. There is no reason our mortgage loan or credit reporting should be suffering as a result of Freedom Mortgage 's negligence. I feel very helpless between these two companies, neither wanting to take the responsibility to correct the problem and we are left with our credit deteriorating as a result. We welcome and appreciate any help we can receive.
|
| 06/04/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
Servicemember |
|
DUE NOT DO BUSINESS WITH FREEDOM MORTGAGE Due to COVID I was having income issues during that time I continued to get information from Freedom Mortgage that they could help me utilizing the Cares act and COVID relief. I called them to investigate what my options might be this is a rental property I had a renter that could not pay the rent due to COVID. I was told during that conversation that I could hold on payments for up to 6 months this started last XXXX. Once I was able to start making payments I should call them and talk about option for my loan. The had several options just extending the loan the amount of months that I missed, refinancing my loan or a loan modification. Fortunately 3 months later in XXXX my tenant returned to work and started to pay their rent and my personal income loss due to COVID was also less problematic. So I called Freedom Mortgage to start my payments back up and work on a process to extend my loan or refi an so on. Well this is where the NIGHT MARE started I was then told that due to the fact that this was a rental property and not a primary residency I could not extend the loan I could only go into modification ( which I learned later is a lye ) anyways so after several calls I agreed to enter a modification after being told they could possibly lower my interest rates and work on lowering the payment amount. Mind you this is XX/XX/2020 I was currently in a loan with a 5.5 % interest rate and was also in the process of refining my primary residence at a 2.25 % rate. So the NIGHT MARE continues when they come back with 2 options pay back what's owed and continue with your 5.5 % interest rate or take a new loan at 5.5 % for 40 more years I was flabbergasted but after arguing and weighing my options I was told if I take option 2 just make XXXX payments and then you will be out of the modification and free to refi with whom ever you want. So I made my XXXX, XXXX and XXXX Modification payments. But still have not completed my modification process. Rates are going up and I can't refi while in a Modification they have put me in purposeful financial distress and have not honored any of there process to date. As I write this I finally got my modification documents and was told there would be a notary at my house at XXXX XXXX XXXX call the manger XXXX at Freedom mortgage he says XXXX oh sorry they wont be there until XXXX ) no call to inform me of the change. At XXXX I get a call from the Notary that states she just got the request from the Freedom Mortgage. The call to arrange the singing today was made on XX/XX/XXXX. The Notary states let me get back to you and see when I can do it today. So assuming the papers get signed today they will then be sent back to Freedom Mortgage and have to be processed. It took them 63 days from the required 3rd payment made in XXXX to get modification papers to me so how long will it take to get the paper work processed. This property is in CA I owe approximately {$350000.00} it estimated value is over {$700000.00}. I think they are trying to put me in financial distress to foreclose on me this not only unethical it should be or is illegal. I have spent countless hours and phone calls with several managers I have done 2 verbal complaints and one written complaint with Freedom Mortgage without any resolve.
|
| 08/20/2016 |
Yes |
|
- Loan servicing, payments, escrow account
|
|
Web |
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Hello, My mortgage company is Freedom Mortgage they are servicing my loan, but they are mishandling my loan and creating damages for me. The reason why I state this is because I received a notification from my home insurance that my policy had not been paid. I have an escrow account for property ins and taxes. On XXXX/XXXX/16, I spoke to Freedom Mortgage to try to see when the distribution was made, I was advised that I was insured with XXXX, at this I stated that I have always been insured with XXXX XXXX, but that I would call XXXX to get make sure that they did not have a parent company. once I spoke to the Ins the same day I found out that my policy had not been paid and was due on XX/XX/2016, and that they do not have a parent company that would be insuring my property. The ins representative called Freedom Mortgage while I was on the line we both spoke to a representative from Freedom mortgage on XXXX/XXXX/16 provided all of the updated ins information, was advised that the system would be updated and that once the declaration of ins was received a payment would be distributed. I called this month to make my mortgage payment asked on the ins again, they still have the XXXX on the system. I called XXXX to see when the info was sent over, I was adv it was send the same day on XXXX/XXXX/16. We both called Freedom we spoke to the rep and I was adv that they did not have any notes in the system about our last conversation on XXXX/XXXX/16 or any updates, while we were on the phone they updated the information and XXXX send them another copy of the declaration page. My ins is due to be canceled for non payment on XXXX/XXXX/16. I have never been insured with another company, however Freedom mortgage made a payment to XXXX on XXXX/XXXX/16 XXXX {$710.00} from my escrow account. This of course leaves a shortage on my escrow when the proper distribution for my ins is made. Somehow Freedom got a declaration page for a XXXX XXXX that has a New Jersey property address and updated my account with her information. Now my last name is XXXX, but we live in Utah, I have a property address of Utah, I have never been to New Jersey, when I asked how freedom would get my funds back I was adv to call the XXXX, they provided my with the policy # and the check amount and number. I adv freedom that they should be the one calling since this is a mistake on their part and their assistance is crucial. I was adv that they could be too busy on Monday to call, but they could try. I did emphasize how this mistake is their responsibility, yet no actual commitment for Freedom was ever give. I did call XXXX and I was adv by their rep that I needed to have Freedom call of course by the time I got off the phone Freedom Ins dept is closed. Until today I had not been advised of the distribution that happen or the fact that it happen. I feel like Freedom Mortgage is not taking any action in getting my situation fixed however my account will have a shortage and then I will be penalized for this. I did all of my due diligence and yet my account is being neglected. I advised both rep from Freedom that I had never had XXXX as an insurance company, if I had not asked if any distributions were made I would have never known and Freedom will charge me for their negligence. Please help me.
Thank you
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| 01/11/2018 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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Freedom Mortgage acquired our mortgage from our original lender, we did not choose them, in XX/XX/XXXX. We made an initial escrow payment of {$3200.00} to cover XX/XX/XXXX property taxes of {$340.00}. I am a XXXX XXXX XXXX veteran, exempt from personal property taxes. I submitted documentation of exemption from XX/XX/XXXX taxes from the South Carolina Department of Revenue to Freedom Mortgage, and received a letter that it was received on XX/XX/XXXX. The letter said to allow 30 days for a response. We waited, but heard nothing, so we contacted Freedom Mortgage and were told it was in escrow review and we would be receiving a refund and a decrease in our monthly payment.
After multiple phone calls, we receive inconsistent explanations from Freedom Mortgage customer care center regarding the status of our escrow review, and are repeatedly told to allow more time. XX/XX/XXXX, I spoke to XXXX ( ID # XXXX ) at Freedom Mortgage and was told all documents were received and our tax exemption had been verified in XX/XX/XXXX, and he resubmitted a ticket for escrow review which would be completed by XX/XX/XXXX. On XX/XX/XXXX, my husband called and was told we would be receiving our refund check from escrow by XX/XX/XXXX. I called XX/XX/XXXX to find out how much the refund was, I spoke to supervisor XXXX ( ID # XXXX ) and was told there is no refund, and our escrow analysis would not be done until XX/XX/XXXX. Also, that until they receive a refund on XX/XX/XXXX taxes, they will not adjust our monthly payment or issue a refund. However, they will not ever receive a refund for XX/XX/XXXX taxes because our exemption is for XX/XX/XXXX, as the documentation shows. I then spoke to XXXX 's supervisor XXXX ( ID # XXXX ) who offered no explanation why we had been repeatedly lied to by her employees, and said our escrow will not be reviewed until XX/XX/XXXX. She also tried to minimize my complaint, stating " You 're not actually out any money '', which is n't accurate since we currently are paying {$390.00} per month towards a tax we are exempt from, and are owed a refund total of {$3600.00} for overpayment of escrow in XX/XX/XXXX. I called XX/XX/XXXX, spoke to supervisor XXXX ( ID # XXXX ) who urged me to submit an email to the customer care team to request an escrow review. I explained we requested an escrow review in XX/XX/XXXX, four months ago, and have been told since then that it is under review and our refund will arrive by XX/XX/XXXX. She confirmed our documentation of exemption had been received and verified by the XXXX XXXX tax assesor 's office, but the review will not be until XX/XX/XXXX. This company has treated us unfairly, unprofessionally, and deceitfully. We would like them to follow-thru with our escrow review, as originally promised, and would like our escrow refund and monthly mortgage payment adjusted to reflect our tax exemption, and we would like it done in a timely manner as it has already been 4 months. We have been through this process before with XXXX XXXX, and it was completed within two weeks, from the time we submitted our documentation to the time we received our refund check. There is no excuse for the lack of action by Freedom Mortgage. They are unjustly keeping our money, and continuing to charge us for money we are not responsible for.
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| 08/31/2017 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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XXXX/XXXX/XXXX application process was started.
XXXX/XXXX/XXXX provided loan officer with my bank statements, w2 's, tax returns and pay stubs, XXXX/XXXX/XXXX additional documents that was requested was sent to the processor and the loan XXXX, signed assumption of HUD/FHA Disclosure, signed Applicant Credit disclosure, landlord Contact information, PA Child support information/payment history,2 letters of Explanation for creditors.
XXXX/XXXX/XXXX I then begin reaching out to the processor as the main contact to provide the additional documents requested, signed letter giving my husband 100 % access to the bank account since it is a joint bank account.
XXXX/XXXX/XXXX another signed disclosure was sent over FHA certification on contract. we also had a conversation about the lack of response from our realtor.
Another email was sent later that day to ask when will the XXXX bank statement be available and the will need 2 month plus of proof of the earnest deposit clearing the account. I advised the statements prints after the XXXX of the month. However the earnest check just cleared on XXXX/XXXX/XXXX. processor also advise me that he only had the XXXX statement but on XXXX/XXXX/XXXX the XXXX statement was sent as well to the loan offficericense in my original email.
On XXXX/XXXX/XXXX I received an internal instant message stating that he was working on my husband file and he needed updated bank statements with the URL on the bottom of each page.
On XXXX I received an email for how does my name appear on my license as I will be signing security documents at closing and title is asking. I also sent over an insurance quote for state farm as the binder could not be prepared until I had a closing date.
on XXXX sent over current bank transaction statement, proof of funds deposited in the joint by myself from my personal account via my bank statement. these documents was forwarded to the processor Also during the email conversation it was stated that the appraisal would be viewable tomorrow..
XXXX I was asked for the insurance quote again as it was accidently deleted.
XXXX I was also advised by the processor that there was a lien on title that needed to be satisfied either at closing or prior to closing so that my loan would be in 1st position.
There was no mention of additional requirements needed on our end prior to the appraisal being order. the transcripts was received on XXXX/XXXX/XXXX in more than enough time to review prior to having the appraisal ordered on XXXX/XXXX/XXXX. The appraiser did n't go out to the property until XXXX/XXXX/XXXX. still no mention of a problem with u/w at all.
I believe that if the loan was going to be denied from the start then the appraisal should not have been order or this processing should not have went as far as it did. I feel as though we wasted the seller, the realtors, and our time in proceeding with this process. I truly thought I had confident in a company that I am employed with if at all.
now we have paid for an appraisal that have no use to us and we should be entitled to our appraisal and inspection fees back. No one is responding timely to our phones calls or emails for that matter and I am so disappointed.
I am almost embarrassed to say that I would for a company that does business like that.
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| 05/31/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I had a loan with Freedom Mortgage # XXXX which was refinanced through XXXX XXXX and paid off on XX/XX/XXXX payment of {$160000.00}. XXXX XXXX paid off loan based on pay-off statement dated XX/XX/XXXX with a pay-off date good through XX/XX/XXXX.
I paid the XX/XX/XXXX payment of XXXX on XX/XX/XXXX. I was informed by XXXX XXXX XXXX that there payoff included all monies owed up until XX/XX/XXXX and told me to ask for the payment back since they were making payoff on XX/XX/XXXX.
I contacted Freedom Mortgage FM several time via telephone and eventually sent out an email. I talked to XXXX ID # XXXX on XX/XX/XXXX who informed me that my refundable escrow balance was {$3800.00} and will be sent out that day. He stated that the escrow had not been disbursed because FM was making adjustments to refund the XX/XX/XXXX payment which was received XX/XX/XXXX. FM told me on XX/XX/XXXX that I would receive the escrow refund within 2 weeks around the XXXX of XXXX I called FM on XX/XX/XXXX to verify that escrow check was sent out and eventually ended up talking to supervisor XXXX ID # XXXX who informed me that the check was sent out for {$3300.00} on XX/XX/XXXX and not for {$3800.00}. I informed him of my conversation with XXXX on XXXX who stated refund amount of {$3800.00}. XXXX states that he can find no documentation with the escrow refund amount of {$3800.00} mentioned by XXXX and several people I had talked with the previous XXXX weeks.
I was not supposed to pay the XXXX mortgage because the pay-off from XXXX XXXX included XXXX pay-off good through XX/XX/XXXX. FM took out an interest payment of {$530.00} dated XXXX before refunded the XXXX payment of {$1100.00}. XXXX XXXX pay-off included accrued interest and all other fees. I was told by several representatives that my request for the full refund of the XXXX payment of {$1100.00} with the monthly interest payment for the month of XXXX {$530.00} included in the escrow refund.
FM took out the XXXX interest payment before tallying final escrow refund. I paid for the month of XXXX through the final payment of {$160000.00} received XX/XX/XXXX from XXXX XXXX. I requested the full refund of the XXXX payment of {$1100.00} which I was not supposed to pay since XXXX included the month of XXXX in their pay-off.
Mortgage interest paid to date on past pay-off breakdown up to XXXX pay-off request was {$2100.00} interest through XXXX payment. Instead of refunding XXXX payment of {$1100.00} as requested FM made an interest payment on the loan in the amount of {$530.00} for the month of XXXX. Final past payment breakdown shows a final interest paid year to date a balance of {$2600.00} which reflects the interest payment for XXXX {$530.00} being added to the previous balance of {$2100.00} for a total of {$2600.00}.
Freedom Mortgage is shorting me the interest payment they took out for XXXX {$530.00} plus a few adjustments for XXXX paying the loan of on XX/XX/XXXX instead of the pay-off good through date XX/XX/XXXX XXXX ten days early ).
I requested a full refund of XXXX payment of XXXX because XXXX included XXXX payment in their pay-off which was paid XX/XX/XXXX. FM took out a monthly interest payment for XXXX {$530.00} before adding requested XXXX refunded payment to final escrow balance.
XXXX XXXX XXXX
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| 01/26/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Freedom Mortgage is attempting to place requirements on my loan for a payoff that are not in my Note or Mortgage.
On XX/XX/XXXX Mortgage Statement listed an outstanding balance for the loan as {$2600.00} with a payment of {$940.00} due on XX/XX/XXXX. On XX/XX/XXXX I made a payment totaling the entire amount as shown : {$2600.00}. As such, the loan should have been paid off. This money was taken from my bank account the very next day, XX/XX/XXXX.
However, for the last three months, my account has shown as me not making payments and as of today, XX/XX/XXXX, the balance is shown as {$7.00} with a total amount due of {$15.00}.
I called Freedom Mortgage to Inquire as to this issue in early XX/XX/XXXX, and was told they opened a research ticket that would be reviewed and I would receive a response by XX/XX/XXXX. As of today, I was told this would not be evaluated and responded to by XX/XX/XXXX.
On my call today, XX/XX/XXXX at XXXX, I spoke with XXXX who advised me I could not simply payoff the entirety of the loan online and that the only way I could payoff my loan was by requesting a payoff quote and sending a certified check. When I asked where I could find this information in my Note or Mortgage, XXXX stated she didn't know, but that it's in Freedom 's Payoff Request and their policy. When I disagreed with XXXX, that I could only payoff the loan by certified funds, I requested a supervisor. I was transferred to someone named XXXX, an escalation contact, who then stated I paid off my mortgage incorrectly and I couldn't simply pay the balance shown on Freedom 's website/payment screen before the due date because they had to charge me for any documents that needed to be recorded with my county. This escalated contact was rude, wouldn't answer where i could find this policy that I had to make payoff by certified funds and when I asked where in my Note or Mortgage I could find this direction, XXXX stated I'm not going to argue with me and then hung up on me. This is the first time I have ever heard of any mortgage servicer or mortgage company stating I was required to pay for the recording of a Satisfaction of Mortgage after paying off my mortgage.
Nowhere in my note or mortgage does it state I need to request a payoff and pay by certified funds in order to pay off the loan early. There are no prepayment penalties on my loan and yet Freedom Mortgage is attempting to create pre-payment penalties in fees not in the Note or Mortgage.
Now, my account webpage for my mortgage states my loan is delinquent, yet somehow shows the balance owed for XX/XX/XXXX was -. {$0.00}. Then somehow states I owe {$7.00}. However, it then also states I owe a total amount of {$15.00}. So I am not sure how I could possible have a negative balance for XX/XX/XXXX and then owe additional money after that date. Please see enclosed screenshot of my account with Freedome Mortgage and XXXX XXXX checking showing the funds cleared timely.
I believe Freedom Mortgage is attempting to illegally collect fees they are not due and charge penalties on a paid off loan. When I inquired where these balances are coming from, no one has responded and now I am being hung up on by very rude personnel of Freedom Mortgage who refuse to answer my questions about where these charges stem from.
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| 01/23/2017 |
Yes |
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- Application, originator, mortgage broker
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Web |
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I got several letters from the company I have a mortgage with suggesting I contact them to refinance my mortgage at a lower interest rate. As I had refinance less than six months earlier I called them to tell them they could stop sending me these letters. They told me that indeed I could refinance so I started the process. During this process I was asked for information I had n't been asked for during the previous refinance. I spoke to the person processing my request asking why this new information was being requested. I was told that every underwriter had different information needs and that the underwriter processing my request was picky about the information they wanted. I sent the information they requested. Then I got an email as follows : " The underwriter 's manager has verified we do need some to verify you will be receiving XXXX for the next 3 years. You can obtain documentation from the Department of Labor. Per the underwriter and the manager of the underwriter only this item is needed. I will call you today to further explain. '' When I spoke with the processor he explained that the underwriter felt I was too young to be getting Social Security therefore needed a letter from the Department of Labor or from my doctor stating that I would be on XXXX for the next three years. I told the processor that I did n't think the Dept. of Labor had anything to do with the Social Security Administration 's XXXX payments but that I would try calling the Dept. of Labor anyway and that I would contact my doctor. After doing both I sent the following email to the processor : " We spoke this morning on the phone. I 've never dealt with the Dept. of Labor regarding Social Security XXXX. These are two different departments of the federal government. According to the representative at the Dept. of Labor this department has no interaction with Social Security regarding XXXX claims and, therefore has nothing to give me to prove that I 'm XXXX or how long I will be XXXX. Perhaps I can get what your underwriter and your underwriter 's manager want if you can give me contact information at the Dept. of Labor. As far as getting verification from my doctor, she ( my doctor ) is concerned that the kind of information you are requesting is a violation of HIPPA and age discrimination and is therefore reluctant to give you any information. I 've been XXXX for over XXXX years and that is, unfortunately for me, not apt to change. If it does change I will be making far more money than I make on XXXX as I have reinstatement rights with the State of California who was my employer at the time I became XXXX. Additionally, you requested written notice from me that I 'm cancelling my request for refinancing with you. I wo n't give that to you as I am not cancelling this request. Further, I am herby requesting from you notice that you will not refinance my mortgage including your reasons why you are cancelling my refinance.
Sincerely, XXXX XXXX '' I then received a form letter in the mail titled Statement of Credit Denial, Termination or Change with a description of action taken being Withdrawn We have acknowledged your withdrawal request.
As you can tell from my email to them, I never withdrew my request. Is n't this discrimination? Thanks for your time.
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| 06/14/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
Older American, Servicemember |
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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.
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| 06/15/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I processed an application to refinance my existing XXXXXXXX XXXX XXXX with its parent company, Freedom Mortgage XX/XX/2021. I was told my refinance would would be completed within 60 days by my mortgage broker, XXXX XXXX. I received an appraisal XX/XX/2021 for a XXXX bedroom XXXX bathroom XXXX story home valued at {$340000.00}. I immediately contacted Freedom Mortgage to dispute this appraisal because the low value prohibited my ability to refinance my loan. I was instructed to provide comps and proof that I purchased a XXXX bedroom XXXX bathroom home. I explained that it was my understanding that they should have title or loan documentation that showed the number of bedrooms and bathrooms in my home. It is my contention that the appraiser never pulled XXXX XXXX records or reviewed my loan documentation that showed the number of bedrooms and bathrooms associated with my loan. After disputing this issue for a month, the home was revalued at {$370000.00} as a XXXX bedroom XXXX bathroom home.
I purchased XXXX XXXX XXXX, XXXX, MD XXXX XX/XX/2021. I provided documentation regarding the loan payments and insurance XX/XX/2021 to XXXX XXXX. I was asked for this information again on XX/XX/2021 by XXXX XXXX.
My credit report expired XX/XX/2021, which delayed my loan again. I was required to have my credit pulled again.
I have a XXXX unsecured personal loan than is directly withdrawn from my bank account and I do not receive a monthly statement for this loan. I provided numerous letters from XXXX bank showing the loan balance and original loan amount. This caused another delay in closing my refinance.
To further add insult, Mr. XXXX told me last week that my loan was cleared to close. He advised that he would reach out to the title company to have them contact me immediately to schedule closing. I spoke with him again and he told me that the loan was still in process. I expressed my displeasure and asked him what happened, because I was given the impression that we were " cleared to close ''.
So, I received a call this evening from XXXX stating that I need a new home appraisal and they also need a XX/XX/2021 mortgage statement for XXXX XXXX XXXX. So further explained that there was no record of the mortgage statement that I sent on XX/XX/XXXX.
To put this in perspective, my mortgage payment will be reduced to {$1600.00} from {$2100.00} so there is no advantage for me to refinance with another company because rates are higher than 2.75 %.
However, I am requesting that you require Freedom Mortgage to close my loan free of charge. No closing cost, no appraisal fees, my title fees, no credits fees. We would agree that the amount of money that Freedom has made in interest charges for the past few months should cover the cost of any money that they could have made on this loan. If there are unwilling to close my loan free of charge and absorb these fees, please fine them for any applicable predatory lending practices.
Additional, please require that Freedom Mortgage submit copies of my completed refinanced documents to your agency as a part of this record once complete or be subject to any legal fines that your agency can impose. I want your agency to have proof that my loan was closed correctly for auditing purposes.
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| 11/29/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Application, originator, mortgage broker
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Web |
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The lender pulled a bait-and-switch on my loan application. I 've been trying to refinance my mortgage since XX/XX/XXXX and the lender has been dragging his feet. XX/XX/XXXX, I locked in a rate ( using my current mortgage company ) and began the necessary steps towards a refinance. I delivered all requested documentation and reappraised my house. I 've repeatedly followed up with the lender asking questions and requesting status updates, but the lender failed to respond. Almost two months after I locked into my rate, the lender finally responded saying that he thought " [ myself ] and the processor XXXX decided to cancel the transaction due to the [ flood insurance ] coverage increase ''. He then said the only way to proceed was to relock using today 's higher interest rates.
After my reappraisal, the lender said my flood insurance was insufficient and demanded that I increase my flood insurance to proceed. The lender proceeded to contact my insurance company and told them to increase the coverage. On XX/XX/XXXX, I told my insurer that this increase was ok. After I approved the insurance increase, on XX/XX/XXXX the Loan Processor called again demanding that I increase my coverage. On XX/XX/XXXX, I had a phone conversation with the Loan Processor explaining that my current flood insurance is adequate and provided evidence that my current insurance is satisfactory with my current mortgage company ( which I remind you is the same company I 'm using to refinance ). The Loan Processor said he 'd look into this. The Loan Processor failed to respond. On XX/XX/XXXX, the XXXX Advisor emailed me again requesting that I increase my flood insurance. That day, I again asked what 's driving the increase. The Lender failed to respond. On XX/XX/XXXX, I asked again. The XXXX failed to respond. On XX/XX/XXXX, I asked again. The Lender said he is " trying to get a direct answer '' and " once we hear back, either I or your processor will reach out to you to give you an explanation ''. On XXXX - over a month after my original question - the Lender finally responded saying " there must have been something overlooked with the previous company ''. Since I approved the increase XX/XX/XXXX, I again emailed the Loan Advisor reiterating the fact that I want to proceed with the loan, increase the insurance, and requested the next steps to proceed. The Lender failed to respond. On XX/XX/XXXX, I requested another update from the Lender and he said he thought " [ myself ] and the [ Loan ] processor XXXX decided to cancel the transaction due to the [ flood insurance ] coverage increase '' and the only way to proceed was to continue and today 's ( higher ) rates. This is completely false and I never once said nor indicated that I 'd like to cancel my application.
I 've saved all emails and phone records over this period. I never once requested to cancel my loan application and have the documentation to prove it. I have a detailed timeline of all communications with the lender and can affirmatively show that the lender went silent during my loan applications. I 've done everything I can to proceed with this loan, but the Lender has not been responsive. I 'd like to proceed with my loan at the agreed and locked-in terms that we originally agreed to.
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| 07/19/2023 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
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I am currently needing to refinance my home. Our lender has been our lender for some time now and our current interest rate on my XXXX XXXX loan is around 2.75 %. I reached out to the lender on XX/XX/2023, and was given an offer I couldn't pass up. I went ahead and had the lender begin the process. I would like to add that I requested a cash amount to be given as well, for a piece of land I am looking into purchasing, which is why I am refinancing, and because I am no longer able to work.
My husband and I have some debt ( credit cards, personal loans, etc.. ) so I was told by the lender that all debt we owed would be paid off, excluding our vehicles and my home, in the amount of {$22000.00}.
Next, I was told I would not have to pay any closing costs which is {$3300.00} per the lender.
I was then told I would not have to make the first monthly payment.
I also was told I had to lock the new rate in by paying {$340.00}, and the lender said I could just pay it with a credit card since they were going to be eliminating my credit card debt anyway. I paid for it and moved on with the process.
I then had a termite inspection and report completed that I had to pay out of pocket for and get to them.
I had to get my house appraised again also. The XXXX XXXX loan appraiser that happened to be next in line to appraise homes could barely walk up the stairs and could n't drive, so he brought a second appraiser with him that I was not aware of happening. They appraised our home for almost {$70000.00} less than the market value of approx. {$340000.00} and we have done several renovations and home improvements. He appraised it for {$270000.00} and the homes in our neighborhood are selling for almost {$400000.00}. We bought our home for approximately {$250000.00}, almost 5 years ago.
I heard back from the lender ( customer service because I never heard from my loan officeXXXX again ) who never sent our appraisal documents and they said someone from sales would be contacting me with the appraisal amount and to go over the documents. The appraisal was completed on Friday, XX/XX/XXXX and I did not hear from anyone until Tuesday, XX/XX/XXXX. The customer service representative added that I urgently needed to get them paperwork for a personal loan, so they could get to closing the old loan.
I ended up having to reach back out to the lender to be able to hear from the sales representative that was to be contacting me to go over the appraisal and send me the documents. The sales representative gave me two new options after the appraisal came back, because he said the appraisal was too low of an amount for them to assist with what they originally promised. Here are our 2 new options : Option # 1 Loan amount- {$240000.00} ( 90 % of appraised value ) Debts paid : {$22000.00} Cash back amount- XXXX XXXX Rate- 6.25 % Payment- {$1800.00} Option # XXXX Loan amount- $ XXXX ( 100 % of appraised value ) Debts paid : {$22000.00} Cash back amount- $ XXXX Rate- 6.75 % ( due to loan amount being above 90 % of appraised value ) Payment- {$2100.00} " Both options would still have you skipping 1 payment after closing. '' Our current loan : Current Payment {$1200.00} Monthly {$15000.00} Payments a Year 30 Year Loan {$460000.00} Total Loan Repayment
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| 11/18/2021 |
Yes |
- Debt collection
- Mortgage debt
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- Took or threatened to take negative or legal action
- Seized or attempted to seize your property
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Web |
Servicemember |
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XXXX XXXX XXXX XXXX The XXXX XXXX XXXX, XXXX and all its active partners, who continue to willfully violate the consumer protection laws as if they do not apply to their practice. I have been personally damaged by their violations as a federally protected consumer for almost 3 years now. As we all know ignorance of the law is no excuse. They are in direct violation of Federal law and are civilly liable due to their willful non compliance as debt collectors pursuant to 15 USC 1681n. Below you will find the US Codes they have willfully violated against me that can be proven : 1. 15 USC 1692c ( a ) - Communication without prior written consent or expressed permission.
2. 15 USC 1692c ( b ) - Communication without prior consent or expressed written permission.
3. 15 USC 1692d ( 1 ) - Attacking my reputation by accusing me of owing a debt.
4. 15 USC 1692d ( 2 ) - Using false deceptive or misleading representations.
5. 15 USC 1692e ( 2a ) - False representations of the character and amount of the alleged debt.
6. 15 USC 1692e ( 2b ) - False representation of any service rendered or compensation. Accusing me of owing a debt for an alleged loan.
7. 15 USC 1692e ( 8 ) - Communicating false information. Communicating false information to the court of me owing an alleged debt.Attempting and threatening to sue and repossess my home.
8. 15 USC 1692e ( 9 ) - Use/Distribution of communication without authorization or approval.
9. 15 USC 1692e ( 10 ) - False representation. XXXX is not a party to the alleged debt by my consent.
10. 15 USC 1692e ( 12 ) - False representation/ implication. I am a innocent purchaser for value.
11. 15 USC 1692f- Unfair practices attempting to collect an alleged debt.
12. 15 USC 1692f ( 1 ) - Attempting to collect a debt unauthorized by an agreement between parties.
13. 15 USC 1692g ( a4 ) - Certifiable validation and verification of alleged debts.
14. 15 USC 1692j ( a, b ) - Furnishing certain deceptive forms. They are not a party to the alleged debt, yet they sent me 6+ letters to my abode without consent.Threatening me with obscene language.
15. 18 USC 1028a- Aggravated Identity Theft.
They are in possession of my location and personal identifying information without my written consent. XXXX ( the paralegal requested my Social security number on the phone, ( when I called to discuss this matter today ) to verify my identity. Yet I have never given this information to XXXX XXXX XXXX XXXX XXXX. They are in possession of this information illegally.
You continue to commit fraud pursuant to rule XXXX. You are not to carry on the business of practicing law for a corporation.
People v. XXXX dermatological institute XXXX XXXX XXXX. XXXX ; XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. XXXX.
Pursuant 15 USC 1602g, I the CREDITOR have the right to extend credit just as under 15 USC 1635 I have the right to rescind credit.
Im not sure which part of the consumer protection laws are not clear to XXXX XXXX XXXX XXXX XXXX. Is it that they believe these laws do not apply to them? They continue to harass me by mail, they have defaulted in Maryland XXXX XXXX to ALL of our notices. They are willfully dragging this out to cause further damage and attempting to ignore the consumer protection laws.
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| 08/22/2017 |
Yes |
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- Struggling to pay mortgage
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Web |
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XXXX XXXX XXXX XXXX, Assistant Vice-President, Customer Service @ Freedom Mortgage Corporation XXXX Dear XXXX XXXX : ___________________________________________________________________________________________________________ I submitted a grievance with CFPB Ticket # XXXX with a nicely formatted letter dated XXXX/XXXX/XXXX. Here is the format that I desire from Freedom in the Debt Validation, if you do n't mind : XXXX Starting Figure : {$120000.00}, Current Loan Balance ________________________________________________________________________________________________________________ Changes : __________________________________________________________________________________________________________________ ___Additions, By Sub-Category -- Late Fees, other loan costs, etc. ___________________________________________________________________________________________________________________ ___Subtractions, By Sub-Category -- Principal Reduction on arrearages, etc. XXXX Totaling To End Figure : {$130000.00} XXXX The numbers must exactly reconcile. If they do n't, there 's something wrong. I 'm sorry, sir, that I have to present things through the CFPB, but this is the first time I have ever seen a signature by Freedom on any correspondence, and it 's a welcomed change. Also, you accidentally sent me someone else 's payoff schedule. __________________________________________________________________________________________________________ Additionally, there must be something that we as consumers must be able to determine as to what our debt figure is, and I believe this number to be the mortgage balance. Otherwise, you could report anything you want with impunity. If the mortgage balance is {$200000.00}, and you report to XXXX that it is {$280000.00}, and you justify this, then I am in a deficit as far as being able to contest this. XXXX There is an enormous undue influence in this scenario in which I find myself because you have the power to foreclose. I hope you understand this. In my loan, I am {$85000.00} ahead of schedule with the investor XXXX XXXX over a regular payment schedule, because when I was working a XXXX job and had my father drawing his retirement income -- as you see in my correspondences of which I included my spreadsheet in comparison between my paydown of the mortgage and the set schedule, I paid down the mortgage by > {$90000.00} in the first five years. If I paid a regular schedule, the mortgage would still be > {$200000.00}. ______________________________________________________________________________________________________________ I will fight this foreclosure with every ounce of my being because I need this house because of health maladies. ________________________________________________________________________________________________________________ I also believe that Freedom is not telling the truth as to how it arrived at the {$130000.00} figure. I intend to report XXXX XXXX XXXX to the state bar association in California and Nevada where I believe its main office is located. It is a rogue concern. I believe they went fishing for Freedom 's involvement off of a letter I sent to my HOA, with almost the exact figure as listed as amount of debt. XXXX Thank you nonetheless for you prompt reply.
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| 07/01/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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Freedom Mortgage has sent my home into foreclosure as of XX/XX/XXXX claiming that they have received zero payments from me since XXXX XXXX XXXX. We received zero notice of any issue until XX/XX/XXXX. I pay my mortgage through my bank ( XXXX XXXX ) using their online Bill Pay service. Freedom mortgage says I haven't paid since XX/XX/XXXX, and my bank has proof of sending checks to them and Freedom Mortgage cashing these payments. My bank has record of payments made XX/XX/XXXX ( {$2000.00} ), XX/XX/XXXX ( {$1400.00} ), XX/XX/XXXX ( {$1400.00} ), XX/XX/XXXX ( {$1500.00} ) and XX/XX/XXXX ( {$1500.00} ). When I received my XX/XX/XXXX check ( {$1500.00} ) back in the mail along with a notice that this was not enough to reinstate my account and my account had been put into foreclosure, I immediately called Freedom Mortgage and spoke with XXXX ext XXXX. She was unable to explain to me why they had received payment yet it was not applied since XX/XX/XXXX. So therefore, none of the {$7800.00} in total payments had been applied to my monthly payments. The only trace we could find is the {$1500.00} XX/XX/XXXX check they sent back to me which clued me into the problem and foreclosure proceedings. It is important to note that my home for which this mortgage is held is located in XXXX XXXX, Florida in XXXX county which was hit by Hurricane Matthew and Hurricane Irma, causing flooding and damage in our home for which we reported and filled out loss and hardship paperwork that they are now saying they never received. Even with the disaster and hardship, I still made my loan payments. The amounts are varying because each time I would call to get things straight I was told different things and how to handle and what to pay to stay current. Because of all this " run around '' I really have overpaid since XXXX by almost {$5000.00}. Just since XX/XX/XXXX ( when they say I haven't paid ), I paid total of {$7800.00} which is about {$450.00} to {$500.00} more than they say I owe and didn't. Because of the disputed payments, my bank ( XXXX XXXX ) has walked me through reporting Freedom Mortgage for fraud. Essentially, I have been put in foreclosure illegally and this will be audited and I have retained a lawyer. I tried multiple times to reach out to Freedom and handle this timely and make it right, but they won't even let me speak with a supervisor, nor can they give me a real answer where all my money has been applied. So XXXX XXXX is doing a fraud investigation because Freedom Mortgage are thieves and are trying to scam me ( a widow with XXXX kids ) out of my home. The fraudulent accusations of default and foreclosure has ruined my credit to the point of making it impossible to find another place to live. All this, as if I have been some delinquent who doesn't pay her bills. Well, I hope they like it when their shady business dealings and customer service incompetence is exposed. My bank has proven you took my money, now you need to give it back or apply it to where it was originally intended, my mortgage payment. I refuse to be just a easy prey you can scam to make a profit. I will be a thorn in your side until you make my payments reflect and take it OFF of my credit. I will take this as high as I need to go in your world.
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| 09/16/2020 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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On XX/XX/XXXX I spoke with a customer service representative at Freedom Mortgage Corp regarding the COVID Forbearance plan that they were offering. I was told on that day that the forbearance plan would have zero effect on my credit report and credit score. I was told that at the end of the forbearance period, the total amount of payments not made would be due. The representative then told me that if I had any interest in refinancing, that I could choose to do that at the end of my forbearance period and just roll the total amount due into the loan balance of the refinance. Well, come XXXX my amount due was {$10000.00} by XX/XX/XXXX. At that time I called and spoke to a refinance representative who at that time told me, " no you absolutely can not refinance while in an active forbearance plan ''. I explained that I was told on the phone at the time of my forbearance request that I would be allowed to refinance my loan and his response was " was that person licensed? ". How would I know if whoever I spoke to is " licensed '' or not and why would that matter? Regardless I was stuck in a terrible situation of having a large payment due to get caught up on something I thought was supposed to be helpful, but only ended up hurting me in the long run. Due to this inaccurate information that Freedom Mortgage provided to me, I had to take a loan out on my XXXX to get the money to bring my mortgage account current.
After I submitted and brought my account up to date, I then tried to refinance with my bank that I am not only a customer for over 20 years, but I am also a XXXX since XXXX. Once my application was submitted, I was called by the loan officer with the news that he can not proceed with my application because my credit score is down to XXXX. That is about 100 points less than what my average credit score was before this forbearance plan. I am an XXXX with my company and work in a highly respected area. To get that call was one of the most embarrassing moments in my career. The amount of stress and money this whole forbearance plan has caused me is absolutely ridiculous being that this was supposed to be helpful and have no negative impact on me due to the pandemic. It was exactly the opposite of what Freedom Mortgage promised.
I have decided to take legal action. So today ( XX/XX/XXXX ) I called Freedom Mortgage and requested a copy of the phone conversation that took place on XX/XX/XXXX with all of the misinformation given to me. The representative I spoke with, XXXX, told me he was not allowed to release that to me and he asked why. I told him of all the issues mentioned above and he told me " yes at once point we were told we could offer refinances on forbearance plans, but that they took back what they said because it was not allowed to be offered ''. I told XXXX well that news was never told to me. After that initial forbearance call, I all along was under the assumption I could call and refinance. He told me he would have to put the request into his manager regarding the voice recording and that once his manager listened to it, he would call me to discuss. I am still waiting for that phone call. My attorney will be sending a subpoena for those records and will move forward with legal action.
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| 01/18/2022 |
Yes |
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- Trouble during payment process
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Web |
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We were exiting our forbearance plan and paying the exact amount needed to bring our, mortgage current in XXXX XXXXas stated by freedom mortgage.Freedom mortgage received the payment on XXXX XXXX XXXX for XXXXThey also received a check for XXXXbc at the time our account statement showed a negative balance on our escrow of XXXX and the XXXX. company we used to access our equity ita their policy to have us us e any proceeds to make sure our mortgage accounts are current.I spoke to a customer service representative at freedom mortgage and explained the pay net situation prior to them receiving the checks and was told after the XXXX was paid that we would be able to receive a refund for any overages in our escrow account after an analysis was XXXX XXXX XXXXEscrow analysis comes out claiming we have a shortage and our payments will be going up again.We contact freedom mortgage they claim they had not received the checks.My wife and I both contacted freedom mortgage multiple times in the end of XXXX and was told something different by each representative we spoke with.One representative from freedom mortgage said it was a large check and they take awhile to process.Another stated that they received them too late in the month to show on our statement.We assumed everything would be fine untilXX/XX/XXXX escrow analysis came out .Not seeing our payments of XXXX and XXXX being reflected and our payment going up after we thought we just brought our mortgage current with all the money we had was so stressful on our family along with the XXXX of going into foreclosure was causing us to become physically ill.We were u Der the assumption any payment Made in full would be credited when I t was recieved.We immediately request a new analysis be conducted only to be told they had not received any payments.The level of stress was now causing tension in our marriage which was affecting our children and our lives dailyXX/XX/XXXX A statement for our mortgage account shows the payments in suspense and being received in dec.we finally get someone to set up a new escrow analysis for XXXX XXXX.I call on XX/XX/XXXX and told it will be another week.i request to have our escrow our overage sent back to us immediately claiming the errors on freedom mortgage with our account and a request is put in to have our XXXX check sent back but nothing happened.XX/XX/XXXX they finally managed to get an escrow analysis done showing our overage after our cushion was XXXX.we were told we had to pay XXXX for them to release our payment.We told them we didn't have it and we shouldn't have to pay XXXX to recieve our check they got the checks in XXXX. They should have been credited in XXXX. XX/XX/XXXX escrow analysis should have reflected the payments and we should have received our refund.freedom mortgages accounting errors belong to freedom mortgage Not their customers.They held onto our escrow money knowing it was an overage .the new statements they posted to our account dated XX/XX/XXXX in the section labeld paid previous month they show the payments for XXXX and XXXX yet the statement shows date received XXXX XXXX is that possible.The financial strain and stress of feeling like me were being forced into forcolsure is ruining our lives.
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| 12/02/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Freedom mortgage has mishandled my escrow accounts on two mortgages for the last two years. They paid my insurance premiums twice in the same year on both occasions, received a refund from my insurance company, and failed to credit my escrow account. They then sent me notices that both of my mortgage payments were increasing because of escrow shortages.
When I called Freedom this year, they told me that they had no record of receiving reimbursement from my insurance company for the refund and that I would have to prove it. I then went online and found that my insurance company had in fact refunded Freedom {$2400.00}, but Freedom failed to credit my escrow account. After over an hour and a half on the phone with them, they acknowledged that they had received the refund, but I would have to send the request in writing to have my escrow account corrected and to cancel my escrow account. I sent a letter on XXXX asking for a full an accurate analysis of my escrow accounts since XXXX XXXX, and that they issue a full and accurate refund for both escrow accounts, and cancel both escrow accounts, since this is the second year in a row that they have failed to properly pay my insurance premiums. They have failed to resolve this issue to date. I was initially told it would be resolved by XXXX and XXXX, and then XXXX. During my last conversation with them on XXXX, I spoke to XXXX and her supervisor and I was assured that it would be escalated and they would call me back, before my XXXX increased mortgage payments had to be paid. They told me that they were still researching the issue, and then later the same day, I received a letter in the mail stating one of my escrow accounts was closed, but received no refund for the escrow amount, an accounting for it and no indication of the new payment. XXXX told me that she had no record that the escrow account had been closed and it still showed that I owed the escrow payment and now she could not see that they paid the insurance premium twice, even after they acknowledged it on XXXX. I have not received a return phone call since then, except tonight from their sales team, asking me if I wanted to refinance my loans with them, and I was told that they could not help me with this issue.
When you speak with anyone at Freedom, they ca n't give out their last name. I have their employee ID # 's. I only got a response from Freedom after I asked to speak to XXXX 's supervisor, when she failed to return my call after more than 3 days. I was told that XXXX was the Vice President of Customer Relations and she would call me back in approximately one hour on XXXX. Instead I received a call from XXXX, who said that XXXX could n't help because she was not even a manager in that department. XXXX could not help me either, and said that she would escalate it back to escrow ( which was the original department who denied receiving the refund on XXXX ) and XXXX said that she would call me back before XXXX and I have heard nothing. I have spoken to XXXX employee XXXX, XXXX employee XXXX, XXXX employee XXXX, and XXXX 's supervisor XXXX who has no id #, along with other people who simply transfer you to someone else. I have spent well over 3 hours dealing with this issue.
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| 05/10/2018 |
Yes |
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- Trouble during payment process
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Web |
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The home was refinanced by Freedom Mortgage in XX/XX/XXXX for a lower interest rate, which lowered the total monthly payment. All of XXXX the monthly payment stayed the same. In XXXX XXXX Freedom Mortgage sent a letter stating the escrow had a {$2900.00} shortage. A payment of {$2900.00} was needed or a new monthly payment of {$1600.00} would be required. I noticed the property taxes had increased drastically through the 3 years of living at the property. I had filled for a homestead exemption which was retroactive for XXXX and XXXX property tax 's paid. The refund amount for XXXX was {$380.00} and XXXX was {$510.00}. I had sent Freedom Mortgage the information about my homestead exemption on XX/XX/XXXX. Freedom Mortgage was also notified on the same date of the overage that was paid for the 2 prior years. They told me a ticket was made to refund me my overages and a reanalysis of my escrow account. Freedom Mortgage notified me I would receive my refund in 3-4 weeks and reanalysis was being processed. I would call back at least 1-2 times in a week to inquire about my new mortgage payment due to the reanalysis. Every time I called I was told to call back in a few days due to the reanalysis was incomplete. Freedom Mortgage operators stated to wait for reanalysis due to the increased payment that had gone into effect. The payment could be made in a few days once the reanalysis was completed. During this time I was receiving late remarks on my credit report, letters of delinquency, and letters on my front door of delinquencies. I made a payment XX/XX/XXXX due to all of the negative information. On XX/XX/XXXX Freedom Mortgage notified me that the 2 tax refunds were not being sent back to me. This was the first I had about not getting the tax overages I had already paid the 2 prior years. On XX/XX/XXXX Freedom Mortgage had placed a ticket for a mortgage reanalysis. I was furious because I had been asking for this to be done since the last week of XX/XX/XXXX. Freedom Mortgage once again asked me to call back on XX/XX/XXXX for the reanalysis to be completed. I called back today ( XX/XX/XXXX ) with Freedom Mortgage having no answers. I asked to speak with a supervisor and was told I should expect a call within 48 hours. I received a letter ( XX/XX/XXXX ) stating Freedom Mortgage needed an additional 15 business days to complete reanalysis. My request was sent on XX/XX/XXXX with proper documentation for reanalysis. It has now been 31 business days since first request and know won't be completed until XX/XX/XXXX ( total 42 business days for reanalysis ). On XX/XX/XXXX Freedom Mortgage operator notified me that she was not responsible for what the other operators had stated to me during the last 31 business days prior. In total I have received 3 different statements ( all 3 are different ) about my escrow. Its hard to understand how on XX/XX/XXXX the ticket was submitted for the escrow reanalysis. There seems to be no business integrity with Freedom Mortgage and their clients. Freedom Mortgage has been in this business for years and this issue shouldn't happen with me or anyone else. I should not have to literally pay the price due to a company with the years and knowledge of Freedom Mortgage.
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| 02/02/2024 |
Yes |
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- Trouble during payment process
- Payment process
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Web |
Servicemember |
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Please HELP : Current mortgage servicer is Freedom Mortgage. This company continually fails to meet servicing requirements to include but not limited to : Cashing mortgage payments then claiming they have not been received, ( Bank statements and USPS signed receipts to prove ) not applying mortgage checks to my mortgage, ( Monthly loan statements to prove ) charging erroneous late fees in lieu of this fraud and deception, refusal to validate me when I contact them via phone resulting in a failure to provide information about my loan, failure to provide documentation of missing escrow funds, attaching fees to loan for escrow funds which have already been collected, refusal to update legal personal information for over 2 years, ( UPSP signed receipt of documents ) failure to respond when sent letters demanding explanation of failure to adequately service my loan. ( online portal date and time stamps for proof ) continued attempts and efforts to stonewall clients with the claim of " unable to validate homeowner at onset of calls. '' resulting in a XXXX communication response in regards to homeowners loans. Freedom Mortgage has put more effort into being dishonest and committing fraud than it has in proper legal servicing of this loan. At this point any attempts to contact them have proven useless and I am now pursuing a formal avenue of complaint, Federal trade commission has received this same request from me. Freedom Mortgage has XXXX intention to act in good faith and has created a " Forced to XXXX '' scenario, XXXX which if I do not participate in, will undoubtedly result in the homelessness of myself and my XXXX children.
****Previous issue which has been corrected : Mortgage company misled me for a year and a half claiming loan assumption was to be completed following divorce, after receiving monthly payments from me for this time period, monthly, on time, full amount, they then refused to accept my payments and placed my home into foreclosure, to which they then reported to the credit bureaus with the claim of " Failure to pay '', returned my mortgage checks and then continued to lie while " correcting '' this issue, claiming they did not receive documentation from me. USPS sign receipt, online portal uploads with date and time stamps, letter from Freedom mortgage acknowledging receipt of documents for proof ) Freedom Mortgage has SOLD my personal information without my consent on XXXX separate occasions ; once when they placed the home into foreclosure, and again when the XXXX assumption was finally completed. This company has an incompetent employee force which has told me contradicting information every single time I have contacted them. ( Highly encourage subpoena of all phone records in regards to my loan ) I am in fear for the livelihood of my children ; Freedom Mortgage will stop at nothing to put XXXX veterans and their minor children out on the street as they have attempted and nearly succeeded once already. I know I can not be the only homeowner these actions are being taken against. I am requesting assistance in the correction of this gross fraud committed against me and my finances, no family should be put through this level of emotional unrest. Please help me.
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| 07/31/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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My name is XXXX XXXX and i live XXXX XXXX XXXX , XXXX IL XXXX , I have a conventional mortgage with Freedom Mortgage the loan number is XXXX . The reason i am writing to you is to let you know that i am filing a complaint with the Consumer Financial Protection Bureau because of the lack of communication and information i have received while trying to keep my home. My monthly payment was {$680.00} and they increased the payment without notifying me, then they increased it again to {$950.00} also without notifying. They stated that they sent me an escrow analysis but it was never received and when I requested it again, no one sent it.
My last payment was made for our XXXX mortgage, but the XXXX payment was not made. I am a XXXX XXXX and XXXX XXXX XXXX to make a living and my truck broke down so i had to put most of my money into fixing it to get back on the road and XXXX XXXX XXXX XXXX . I am now XXXX again and making money to sustain the payments. By the time I tried to call to make payment arrangements i was told my home was being sent to foreclosure. I called in XXXX to make payment arrangements and was told the home was in foreclosure as of on XX/XX/XXXX
On XX/XX/XXXX I called to see what was the amount due and i was told it was well over {$7600.00}, when i asked why i was told that it was because they had attached attorneys fees and other late fees. I tried to make payment arrangements and they said they would not accept anything but the entire amount.
I called on XXXX XXXX of 2017 and was told by one of the representatives who answered that the money was due on XX/XX/XXXX , i asked them to please give me more time and she said that she would check. The rep put me on hold several times while she spoke to her supervisor. She then came on the live and said she was able to get the payment extension approved and at the end of the call she told me that i could pay on XX/XX/XXXX and the loan would be current.
When i called on XX/XX/XXXX at XXXX XXXX to make the payment I was told that i no longer could pay that amount because they needed me to pay additional attorneys fees and that my request for extension for payment to XX/XX/XXXX was denied. However no one called me to tell me this information and i was under the assumption that i still had until XX/XX/XXXX to pay.
I am now being told that i owe them {$12.00}, XXXX . I asked what that amount was for and they could not tell me. The rep said she would have someone look into it and that they would call me back. at XXXX i still had not heard from anyone so i called again.
This time i had a friend of our family, XXXX XXXX XXXX , i gave them permission to speak to her and they instructed me and her to call the attorney to get the information on the additional fees for the loan. I am not an attorney myself and felt very intimidated calling the attorney. Additionally, by calling the attorney this would increase the attorneys fees, which they are making me pay as well. The lack of communication and follow up is making this very difficult.
This is situation is causing so much undue stress to our family and all we want to do is keep our home.
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| 12/13/2016 |
Yes |
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- Application, originator, mortgage broker
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Web |
Older American |
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In XX/XX/2016, I received a solicitation from Freedom Mortgage to refinance my existing loan where my interest rate would be lowered, along with my monthly payment, through the VA Streamline Refinance Program. My new loan would have the same remaining term as the current loan. With the Streamline program, " there are no closing costs and no appraisal is required. '' On the reverse of the solicitation it states : " We will transfer your escrow account balance from your current loan to your new loan. If your current escrow account is insufficient due to changes in taxes or insurance, we may require additional money when you close on your new loan. '' I wanted to refinance and I completed the required application. My loan officer was XXXX. We closed on the loan on XX/XX/2016. The attorney who closed the loan did not have copies for us and I did not receive copies of any document my wife and I signed until approximately three weeks after the closing. At the time I closed on the loan, my escrow balance in my old loan with them was {$3000.00}. I have documentation to support the amount that was in escrow.
After I finally received copies of the loan closing papers and when I received my XX/XX/2016 mortgage statement from Freedom Mortgage, I realized a serious error had been made. Freedom Mortgage only transferred {$1000.00} from my escrow account to the new loan. I did not know where the difference, {$1700.00} went and I immediately called the customer service center on XX/XX/2016 to find out why only {$1000.00} was transferred and not {$3000.00}. I was told to contact my loan officer. I called and left him a voice mail and I also sent him an e-mail outlining my complaint, looking for an explanation of why the difference in the amount transferred between the old account and the new account.
I telephoned the loan officer on XX/XX/2016 and spoke to XXXX and was told someone from the " recovery department '' would be contacting me. On XX/XX/2016 I was contacted by XXXX and I had to prove to him that I had wind and hail insurance coverage. Freedom Mortgage overlooked an existing insurance policy that I had on my home and did not factor it in when they were doing the workup on the refinance. They only considered the homeowner 's policy. XXXX transferred my complaint to XXXX I have had several phone conversations, written a number of e-mails, and I have not been given an explanation as to where my escrow money went.
On XX/XX/2016 I received a telephone call from a Freedom Mortgage customer service representative to advise me of an escrow shortgage and that my payment was going to go up. I told them I knew about it because when I refinanced my loan, a good portion of the escrow money was not transferred. He put me on hold and came back on the line and said that the escrow money that was not transferred was used to payoff my old loan and that I had signed a paper at closing agreeing to it. I told him I signed no such document. I also informed him I had written to XXXX. Middleman, CEO of Freedom Mortgage, outlining my complaint and asking for a review of my complaint.
I wrote to Mr XXXX Middleman on XX/XX/2016 and have not had a response or acknowledgement of my complaint.
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| 02/28/2019 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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Freedom Mortgage Account # XXXX Thursday, XX/XX/XXXX XXXX XXXX This letter is a formal complaint against Freedom Mortgage.
My Hardship begins when my loan was transferred in a pool as clarified by several of the representatives from collections. They were unable to see my very first payment from XX/XX/XXXX. In their system it shows my first payment in XXXX XXXX and already in default. That is the beginning of when the account becomes an a issue. I attempted to resolve by contacting Freedom Mortgage. The problem that exists is there is no single point of contact in order to communicate. Whenever there is a call made, the situation needs to be explained to a different customer service representative each time who has no authority to correct errors on an account. They produce a ticket that goes electronically to another geographical location. I am not allowed to communicate with that department as explained by customer service. Furthermore I am told it can take 30 days and someone will contact me. Which is not the result on several occasions.
Facts are I did make that XX/XX/XXXX payment. I made that payment on XX/XX/XXXX. I have a letter from freedom mortgage for a confirmation of electronic payment for {$1700.00}. confirmation number XXXX. I have been informed by customer representatives they can not see this payment. I provided them with copy of there confirmation letter of payment.
Second error as explained to me by one of Freedom mortgage representatives my mortgage payments were being divided, making it appear as a partial payment or insufficient funds. Reasons unexplained other than possible processing error in cashiering department. I was informed there is no option to communicate with cashiering department.
Third error, by XXXX XXXX I was told I was paying for XXXX. I had already made payments for XXXX, XXXX, XXXX, XXXX, XXXX, XXXX. I proceeded to make two payments in XXXX for XXXX and XXXX knowing I haven't missed a payment. Continued for XXXX, XXXX, XXXX, XXXX XXXX by this time account was a complete disaster. I was unable to speak with anyone with the authority and the knowledge to correct the problem. Since then, the account has become a disaster and difficult to correct.
I have provided Freedom Mortgage with proof of payments for XXXX, XXXX and XXXX. There customer representatives corrected 3 received but unapplied payments and confirmed all other payments received. It was clarified I am in error of missing a XX/XX/XXXX payment which I am at fault. Every payment there after has been made.
My account states I haven't made a payment since XX/XX/XXXX. I have proven that not to be true, yet no one has corrected this in my account. Furthermore the fees that accrued inaccurately since XXXX further complicate account.
I have been served with a summons and complaint from an attorney requesting {$21000.00} in order to reinstate my account. I can confidently make my monthly mortgage payments. I can not pay a lump sum of {$21000.00} for errors self inflicted by Freedom Mortgage lack of a better Administrative structure Sadly this is not an isolated incident, there are more than a 1000 complaints if not more of similar complaints.
XXXX XXXX
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| 03/05/2023 |
Yes |
|
- Struggling to pay mortgage
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|
Web |
Servicemember |
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Last year in XXXX I went out on a medical leave and prior to not being able to make a payment I called freedom to see what options we had because we knew I would be out of work and not getting paid. When I made the call technically we were not behind and was told we had to wait until we were in default which I didnt want to do because of the issue of credit reporting. So when I went out on leave and was not getting paid and defaulted on the mortgage we called to see what the options were then and pretty much was advised that unless it was covid related there wasnt really anything that could be done. As a consumer I just thought this can not be the case there has to be something that can be done but this company did not want to assist so they started sending loss mitigations packets in the mail. I made sure I kept in contact and spoke with different people to see how we could resolve the issue. Fast forward I went back to work in XXXX and was trying to get caught up with bills and was in contact with Freedom letting them know I was back working and wanted to see if we could do a payment arrangement so we could get caught up and get back on track. I was told we had to fill out the loss mitigation packet to even even be considered for any assistance, which we did only for them to say the docs were not filled out correctly. Then we were told to resubmit them again, which was more time wasted, so we spoke with a few representatives and got clarity and a request was submitted for just a repayment plan which is what we wanted all along since we had a significant amount to put down. In the mist of all this going on we reached out to the VA for assistance because freedom was telling us we didnt qualify for a payment arrangement which we didnt understand. We also had an issue with dual tracking because they started the foreclosure process prior to a decision. We sent letters advising them we didnt want to modify the loan because it would change the payment as well as the interest but it seems they were more geared to us doing a modification. Paperwork that was sent over to the VA rep indicated our net income is {$11000.00} and our expenses including our current mortgage payment are {$7900.00} and we have a monthly surplus of {$3800.00} which would qualify us for a 6 or 12 month repay plan. We have {$10000.00} to pay now but for some reason they still want to do a modification which I feel they are forcing borrowers to do. From the last letter that was sent with figures of reinstatement showed a balance of about {$16000.00}. Per the proposal letter sent to the VA they were requesting a pre approval to increase the current interest rate from XXXX to XXXX with a monthly payment of {$2400.00}, but that means the payment will be going up by {$1000.00} so how is it that we can afford to pay {$2400.00} a month but not enough to do a repayment plan. They have all these options listed for assistance but the only one they want to assist with is a modification and thats all. I spoke with someone last week and advised them of the amount we have to put down to get started and was told no only option is to pay the total reinstatement or modification which I do not feel is fair.
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| 12/09/2021 |
Yes |
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- Trouble during payment process
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|
Web |
Servicemember |
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We are filing a complaint against Freedom Mortgage Corporation regarding the transfer of our VA loan from XXXX XXXX XXXX XXXX We did a refinance with XXXX XXXX XXXX XXXX in XX/XX/XXXX. At the time of the Refinance, we were told that we needed to pay our homeowners insurance and property taxes for the year so we were charged at the close of escrow of our refinance under our closing disclosure homeowner 's insurance of XXXX per month for XXXX months for a total of {$940.00} and property taxes of {$620.00} per month for XXXX months for a total of {$2500.00}. So after all this was charged. There was no need for a impounded escrow account with XXXX XXXX XXXX XXXX or Freedom Mortgage Corporation. We had no idea that XXXX XXXX XXXX was going to transfer this refinanced loan to Freedom Mortgage Corporation until it was actually done. Freedom Mortgage Corporation then charged us under a impounded escrow account for property taxes and insurance of {$730.00} a month from XX/XX/XXXX to XX/XX/XXXX. In XX/XX/XXXX, We spoke to Freedom Mortgage Corporation and told them that wanted the escrow account closed and we also send an email regarding this. So we only paid the amount of our mortgage payment of {$1500.00} for the month of XXXX. They took the payment and put it in an unapplied account because they want us to continue to pay something we do not owe. Our homeowners insurance is paid up until XX/XX/XXXX. And Freedom Mortgage Corporation has more than enough money to pay our last property tax payment due by XX/XX/XXXX, we told them to pay that and close the escrow account. We never asked for it, We do not want it. And we do not need to give anyone our money to charge us interest on bills we can paid directly ourselves and avoid anyone making large amounts of unnecessary interest. This is totally ridiculous and down right stupidity. We then receive a letter dated XX/XX/XXXX stating they received our request and then stated we received your payment of {$1500.00} on XX/XX/XXXX, which was placed in unapplied funds the payment hierarchy requires a full payment to be received before a payment can be applied to the due date. Partial payments received will be placed in unapplied funds. ( UAF ) are payments that have been received but have not yet been posted to the account because the amount received is not sufficient to make a full payment. The funds are held in a UAF until additional funds are received to satisfy a full payment. Once a full payment has been received, the funds will be removed from UAF and applied to the account. Please submit a payment of {$730.00} to complete your payment for the XX/XX/XXXX due date. Enclosed is a copy of your payment history for your records. This is verbatim from the company Freedom Mortgage Corporation in the letter dated XX/XX/XXXX, as previously stated to you above. We will not be paying any more money toward any impounded escrow account for this loan. We never requested an impounded escrow account nor do we need or want one. We will take care of our own bills regarding homeowners insurance and property taxes that due on a monthly and yearly basis. Your prompt and courteous response to this matter will be most graciously appreciated.
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| 02/21/2019 |
Yes |
|
- Struggling to pay mortgage
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|
Web |
Older American, Servicemember |
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I have been trying to get my mortgage modified with Freedom Mortgage since XXXX. My mortgage became delinquent due to my unexpected XXXX due to the XXXX of my husband. I had been a victim of extreme XXXX XXXX and XXXX for 35 years. I had been XXXX XXXX XXXX XXXX and XXXX and other atrocities. On XX/XX/XXXX my husband was supposedly XXXX in our home and he XXXX later in the hospital. I was XXXX with his XXXX because while trying to get help when I saw him XXXX, I mistakenly told the XXXX XXXX I XXXX him. I told her that to try to get help for him because I was startled out of my sleep after not sleeping for 21 hours and I fell asleep with a XXXX XXXX to keep it away from my husband who was XXXX XXXX XXXX XXXX. I didn't see my husband until after I jumped up from my kitchen desk and looking through blurry sleepy eyes. I did XXXX XXXX XXXX XXXX XXXX in a XXXX XXXX XXXX and my mortgage got behind.
I had my oldest daughter who had power of attorney for me, put in a temporary forebearance in XX/XX/XXXX thru XX/XX/XXXX which was successful. However the man that she was working with disappeared from the case. Freedom Mortgage never pursued the procedure or tried to continue with the process. At that time, I believe my mortgage was around {$28000.00} plus any late fees and other costs.
My daughter tried unsuccesfully to get the mortgage company to continue with the forebearance process and to do a mortgage modification.
I was released from XXXX XXXX on XX/XX/XXXX and I called the mortgage company the first week of XXXX to try and start the mortgage modification.
I applied to the Social Security Administration in XX/XX/XXXX and was given my benefits, with the first check to start in XX/XX/XXXX. I asked the various mortgage representatives that I was assigned to, including XXXX my main point of contact in the Loss Mitigation Department about paying my mortgage. He told me, as well as many other representatives at Freedom Mortgage that if I went ahead and sent in payments, they would be sent back and not accepted.
At this point, I am now well over {$90000.00} in the arrears. I sincerely believe that had I been allowed to make payments, I would not have gotten that far in the arrears. When I came home from XXXX, my account was approximately {$64000.00} behind. Had I been allowed to make payments regardless, I would still be at the {$64000.00} behind instead of $ 90000.00+ I did pay the homeonwers insurance in full in XXXX or XX/XX/XXXX.
My complaints are as follows : Mortgage company refusing my payments, and I was told not to make any, as they would not be accepted due to being in default.
Mortgage company has literally caused the mortgage to get further behind by not allowing payments early on.
Freedom Mortgage is now placing charges on my account for people coming out asking if I am selling my home, and to verify that I actually live in the home. I have disputed those charges, as I never agreed to anything like that when I signed my mortgage not and deed of trust. THIS IS AN INVASION OF MY PRIVACY! Strange people ringing my doorbell and knocking on my door all hours of the day and night. Some of the people are taking pictures also.
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| 09/09/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
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|
Web |
Servicemember |
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Freedom Mortgage is the worst. Unfortunately, they have been handling my mortgage for the past year. Around the XXXX of each month I sit down to pay my bills. On XXXX XX/XX/2022 I called into the automated system and made my payment. On XXXX XX/XX/2022 I opened my statement to find that the bill amount was exactly double what it is each month. I called into the automated system and submitted a payment for the double balance. On XX/XX/2022 I was shocked when I opened my statement and found that bill amount was 3 times my normal amount.
I called Freedom Mortgage and explained the situation to them. I went through my phone call log and found the dates, times, and call durations for the two missing payments. I provided this information to them and told them I would make the 3x payment if they would remove the late fees. I felt the cause of the problem was with their automated system. I was told the late fees could not be removed. I asked to speak to a supervisor. I was not connected to a supervisor.
The next day I called back. I explained the whole situation to a different representative and once again asked to speak to a supervisor. After being transferred to a different representative, who was not a supervisor, the representative began to lecture me on how she would handle the situation if she were me. After a heated exchange, and me refusing to speak besides saying, " connect me to a supervisor '', I was finally connected to a supervisor. The supervisor was very professional and removed the late fees. I then made the 3x payment over the phone.
About a month later I checked my credit score and saw that it had dropped from XXXX to XXXX. I immediately went through the report and located the big red dot next to Freedom Mortgage. I called Freedom Mortgage and spoke with a gentleman, who told me I would have to do a dispute, and in order to do this, I would have to submit screen shots of my bank account balance including XXXX the XXXX and XXXX the XXXX to show that I had sufficient funds in the account. I did this, and after receiving the photos, he reassured me that I had a very good case and would be contacted at the end of XXXX with the determination.
On XXXX XX/XX/2022 I spoke with Freedom Mortgage and was told they would not be contacting the three credit bureaus to fix my credit. I told the representative that because the issue was clearly on their end with the automated payment system, if they did not resolve the issue, I would be going to the CFPB. I gave them a few days to correct the problem. On XXXX XX/XX/2022 I spoke with Freedom Mortgage and was told they would be of no help.
I have never dealt with such an unprofessional and unsympathetic company in my life. My cellular provider has given me the dates, times, and call durations for the XXXX the XXXX and XXXX the XXXX payments. I also have my bank statements showing the funds were in my account on those days. Freedom Mortgage is the third company to handle my mortgage. I never had problems with the previous two companies. Freedom clearly does not care about the problem with their automated phone payment system and they clearly do not care about me. I am a Veteran.
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| 03/24/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
|
|
Due to the current and unique COVID-19 situation, impacting the globe and the country, there is an impact on my families income ( Loss of ). I am sure that I am not unique in this regard and I reached out to Freedom Mortgage to see if there are any relief options or opportunities to work something out so that I can continue to stay current, and resume full payments when the situation resolves.Their website even includes a new banner which states that they understand the impact of coronavirus and that " Freedom Mortgage is committed to supporting our customers '' and if we have issues or are unable to pay to call them at the number they listed.
As background, I have never been late or missed a payment and I did not choose Freedom Mortgage as my servicer ; they purchased my loan.
I spoke with several representatives ( XXXX, XXXX and XXXX, XXXX ) and was concerned after hearing what they had to say. I was informed that Freedom Mortgage was offering a " special forbearance '' that would last for 3 months after which time I would need to resume my regular payments and immediately pay back the three months of " relief. '' I clarified this with XXXX and she confirmed again that this was the case. She even suggested that I try to make as much of the payment as possible each month so it is easier at the end of the 3 months to resume my regular payment and pay back what I owe for the previous 3 months.
This " offer '' seems predatory and may be the opposite of relief. For consumers, like me, who are impacted by COVID-19 and, who need temporary relief, need it because they have a loss of income and temporarily may not be able to make the payments. After three months, assuming income has resumed, normal payments can resume as well but where will the money come from to pay for the 3 months of accumulated " relief '' that is now due immediately? When I asked this question. XXXX informed me that if I did not have those funds, I would have to enter a loan modification process and started to speak about loss mitigation etc.
This " special forbearance '' is setting consumers up for failure in 3 months and seems like a predatory tactic as consumers, who can not pay now will owe even more in 3 months and will be even more unlikely able to pay.
When I wanted to escalate this concern and speak to someone and possibly raise a complaint within Freedom Mortgage, XXXX informed me that she was not aware of a way I could file a complaint. I asked if they had a complaint handling process and she said she was not aware of any and wasn't sure about how I could do so. At the end, she said she would not it in my file and then she provided me with a customer service email address that she said I could try writing to.
Bottom line is I, and I am sure many other consumers find themselves in a temporary difficult situation, and would like some help getting through this difficult time impacting the entire country and globe. Freedom Mortgage seems to be using the opportunity to put Customers into more difficult long term situations ( many of the customers, who like me, who did not even choose Freedom but became customers because of their purchase ).
Thank you
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| 10/27/2022 |
Yes |
|
- Trouble during payment process
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|
Web |
Servicemember |
|
During Covid on XX/XX/XXXX, I lost my job and called my mortgage company, Freedom Mortgage Company, to let them know that I lost my job. I explained that I was aware that there were programs for home owners that were affected by Covid. At this time, I was NOT behind on my mortgage. While on this call, Freedom explained that there was the Forbearance Program and that I needed to STOP making my payments right away to qualify and that they would modify my loan when I was working again. They added that this would NOT affect my credit. A few months later, my job was reinstated and I called Freedom to start the loan modification process. I also began making my payment every month and often an additional amount to pay down what I owed. Over the next several months, I called Freedom to request an update on my loan modification. Freedom offered to provide me with a loan modification at a 2.75 % rate and told me to stop making the payment because it interfered with their loan modification process and assured me that my credit would not be affected.
In XX/XX/XXXX, I received loan docs with a 3.5 % rate. I called Freedom to communicate the error on the docs and the representative stated that they had to correct the rate and redraw. I called multiple times over the next several months for updates and finally on XX/XX/XXXX received the new set of loan docs but my name as spelled in incorrectly. The notary refused to allow me to sign the docs and I called my mortgage company who stated that I needed to send them a copy of my ID to correct the name for future docs. Until this date, my name with my mortgage company had never changed, I never spelled it differently nor had I ever conveyed any spelling other than my legal name. The mortgage company told me that once they received my ID they would correct the docs and resend them. Every week after this date ( never missing a week ), I called my mortgage company to request an update on the corrected docs and with every phone call, I was told to send my identification because they had not received it. I have emails to prove so.
Earlier this month, I received notice that Freedom Mortgage filed a Notice of Default on my home. I called Freedom asking why this was done and stated that I was waiting for them to provide me with the new loan docs and they stated that they had no choice since they did not receive my ID. I explained that I sent it over multiple times and that I had emails to prove so but they refused to acknowledge adding that I need to resend it. I added that I would like to simply bring my account current rather than proceed with a loan modification and they refused stating that they can only send me the full payoff amount on my mortgage. I have called several times to try and speak to supervisors and managers to seek assistance and correct the situation. They now state that my foreclosure is on a " 30 day hold '' and that I can not may payments or bring my account current and can only pay it off while offering to send me the entire payoff amount. This is complete nightmare. I have a 120 day late on my credit which is also now ruined and I am afraid that I am being forced into losing my home.
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| 12/29/2020 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
Freedom Mortgage double charged my escrow account for insurance and has failed to return the money to me despite several attempts.
The following is a summary of events during the last several months. All times referenced are Pacific Standard Time. All names are representatives from Freedom Mortgage.
XX/XX/XXXX, XXXX I notified Freedom Mortgage that payment for my home owners insurance had not been received by my provider ( XXXX ). I spoke with XXXX and he informed that the wire transfer had not gone through. To rectify the situation, the wire transfer would be canceled and an overnight check would be sent. However, this essential resulted in two charges of {$1200.00} against my escrow account for yearly home owners insurance.
XX/XX/XXXX, XXXX I contacted Freedom Mortgage concerning the refund of the original failed wire transfer charge of {$1200.00}. The charge of {$1200.00} was shown in both my XX/XX/XXXX and XX/XX/XXXX mortgage statements. I spoke with XXXX who verified that a double payment was shown in the system. XXXX transferred me to XXXX for further assistance. XXXX explained that she needed to create a task to research the issue, but it would be resolved in two business days. She recommended I call back on Wednesday ( XX/XX/XXXX ) to confirm.
XX/XX/XXXX, XXXX I contacted Freedom Mortgage to confirm that the double payment issue had been resolved. I spoke with XXXX who informed me that the prior representative was wrong and that the research would take several more business days. XXXX was rude and completely unhelpful.
XX/XX/XXXX, XXXX I contacted Freedom Mortgage again to confirm that the double payment issue had been resolved. I spoke with XXXX who told me to call back in two weeks for another update. I told XXXX that was unacceptable and requested to speak with a XXXX. XXXX informed me that no manger was currently available, but his manager XXXX would call me later that day. XXXX never called.
XX/XX/XXXX, XXXX I contacted Freedom Mortgage for a status update on the double payment issue. I spoke with XXXX who researched the issue and determined I needed to be transferred for further assistance. After waiting over half an hour on hold, I was transferred to XXXX at XXXX. In short, XXXX informed that nothing had been done. She stated that the original wire transfer would now be officially canceled by XX/XX/XXXX and that a check for {$1200.00} would be mailed to me in 7-10 business days thereafter.
After six weeks of being given the runaround, I no longer have the patience to wait another four weeks to see if Ive been deceived again. Although XXXX appeared to speak in XXXX, I have no faith that Freedom Mortgage will follow through with her plan. I have further concerns that the {$1200.00} would have been, for lack of a better term, stolen, had I not bothered to follow-up multiple times. I know others are not as diligent as I am and Im left to wonder how many others have been stolen from.
Im requesting a full investigation into this matter and the immediate refund of {$1200.00}. I have recently refinanced with another lender, so a check mailed to my home address or electronic transfer to my bank is requested.
|
| 04/06/2022 |
Yes |
|
- Trouble during payment process
|
|
Web |
|
|
Good day, I will apologize in advance for the length of this but I have several ongoing issues that have been going on for about 8 months and it seems like regardless of how much information I provide or how many people I speak with, these issues are still unresolved and are now causing real problems and stress in my life.
I have had an FHA loan through Freedom Mortgage since XXXX. Last year they set up a forbearance plan. I have filled all the forms and had them notarized for the forbearance plan and XXXX XXXX it to them as instructed and even though they have the tracking number and can see it was received, and have the name of who received it, they can not find the documents and still have not completed the forbearance plan and are now asking to submit again except now they then say my property does not qualify. So I am stuck in some kind of loop.
They have also put the entire mortgage of {$260000.00} on my credit even though I am still making payments and they say I will not owe a payment until XXXX of XXXX. This dropped my credit by XXXX points in 1 day. They simply say they are working on fixing it however this greatly impacts my life.
They are also putting my money into some kind of pocket account. This account is not used towards my principle and they will not refund the money. What is this?
I was also informed that they owe me over {$4000.00} and I should get that back however I can not because they will not process the forbearance plan.
They also lost my insurance information. I faxed a copy of my insurance several times but they insist I need lender placed insurance. This has spiked my mortgage payment just under 150 % of what it should be. This has made my mortgage payment almost unpayable.
I have been speaking to them 2-3 times per week to resolve these issue over the past 7-8 months. I have asked on several occasions if I can email them the documents they request ( I can hear the sounds of outlook, I know they have email ) but they just refuse.
I have done everything they have asked and filled out and completed all forms and payed my insurance in full for the year.
These issues are entirely caused by Freedom Mortgage and even though I spend 1-2 hours a week on the phone, there is no resolution. I get bounced around from person to person and none of them seem to have notes on what is going on so I have to spend a tremendous amount of time explaining everything over and over. I have asked for supervisors to call me back and so far I have not heard from any of them.
They just keep me in this loop of we'll fix it.
They have also told me I am in foreclosure when I not.
They have told me I can not buy my own insurance and they have provide my insurance. Even though I have paid my insurance for the year in advance.
I don't see an end in sight. I really need someone to step in and hold these people accountable for their mis-steps. I have been lied to many times and it doesn't seem like anyone is doing any work to correct the numerous issues on my account.
They tell me they record all calls so all of our conversations should be on record and available. I would love for someone to request them.
|
| 01/03/2022 |
Yes |
- Mortgage
- Other type of mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
|
I have a USDA loan that is being serviced by Freedom Mortgage. I have a foreclosure sale date on XX/XX/XXXX and have been trying to fix things with Freedom but feel they have denied me access to government borrower assistance programs. I went through a difficult time where my income was cut in half and I tried to apply for a loan modification with Freedom two years ago but they denied me due to lack of income. I then filed for Chapter XXXX bankruptcy protection to save my home and reorganize my bills and made payments to the trustee. However I work as a XXXX XXXX XXXX and due to Covid we had a huge drop in business and I could not keep up with the trustee payments. I tried to work with Freedom and resume payments to them but they told me that I had to repay all past due amounts in one lump sum and I could not do that. Business has picked up over the last few months and my financial circumstances have improved and I can afford to make a reasonable mortgage payment and fix this if given the chance.
I bought my home 4 years ago. I was working as a XXXX XXXX for XXXX XXXX and made a good living as a XXXX employee and was able to qualify for the USDA program. I had no problem making the payments for the first couple of years but then my daughter began having major medical issues and my wife had to stay home to take care of her. At that time my employer restructured and cut my hours in half, along with my income. I did everything I could to stay afloat but I could not make it and fell behind on the mortgage and tried to apply for a loan modification through Freedom at that time, but was told that I did not make enough money and was denied. I then filed a Chapter XXXX bankruptcy. I wanted to repay everything I owed but needed more time, and XXXX would not give me any options.
I paid on the bankruptcy for over one year but when Covid hit my income took another hit and I was stuck making the choice of paying for food, medicine and utilities or the trustee payments for the bankruptcy. It got so bad that our electricity was shut off because I had a {$4000.00} balance. This was a bad time for our family, but I did not give up and kept trying. Over the last few months my current employer has seen their business boom and I have been working so many hours and overtime to help that I am in a much better place financially. I spoke with the XXXX foreclosure agents to see if I could begin making payments to work this out and was told that they would only accept the full past due balance to stop the foreclosure. I believe that there are government programs available that I would qualify for such as loan modification, forbearance, or even repayment plan. The reason I fell out of the bankruptcy is Covid related, it was not my fault that business dropped so much at that time. I am making enough money to afford a reasonable mortgage payment and I want the opportunity to save my home. Freedom is servicing a government USDA loan and I understand that there are multiple options available for distressed borrowers and I want access to these programs. I want to save my home and will do whatever it takes if I am given an opportunity to resolve this.
|
| 01/19/2022 |
Yes |
|
- Trouble during payment process
|
|
Web |
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|
To whom it may concern : My name is XXXX XXXX and I am stressed. My mortgage was previously serviced by Freedom Mortgage.
Upon loss of income due to not being able to work during XXXX XXXX I kept the dialogue open with Freedom Mortgage to inform them of my current financial situation and I was placed on a forbearance plan. As I started working again, I immediately contacted Freedom Mortgage to tell them I would like to resume making payments on my Mortgage.
Freedom then reviewed and decided that I qualified for a Covid Relief Loan Modification and offered to bring down my interest rate from 5 % to 3.125 % ; and my principal loan balance would remain at {$200000.00}. I accepted these terms and agreed to begin making payments on XX/XX/2022.
I called Freedom Mortgage today XX/XX/2022, to inquire about getting my declaration page for the forced placed insurance and asked where to send my new homeowners insurance information because I was paying forced placed insurance at a premium. It is then that Freedom stated that they did not have any information regarding my loan because the mortgage has been serviced released. They stated that my mortgage was transferred over to XXXX Mortgage and was sold. I was never notified of any such transfer, and I was not notified prior to any change. I was not provided any notice or any information or correspondence from Freedom or XXXX. I never even heard of this servicer. Freedom provided me with XXXX phone number and stated that I needed to call them because Freedom no longer has any information regarding my mortgage loan.
I immediately contacted XXXX, and they were rude to me, and did not have any information on file for me after I pressed, they transferred me over several times, and stated that they could see that my loan was transferred, but they dont have any additional information. I asked them whether my Principal Loan balance would remain at {$200000.00} and interest rate at 3.125 % as agreed to by Freedom, they stated that it should be the same. I asked them where and how to make my payments and they stated that they could not provide me with any information, so I needed to contact Freedom Mortgage. I explained to them that Freedom Mortgage stated that I needed to contact XXXX and provided me with their contact information because Freedom did not have any information, they stated that they would have someone from their management team call me back, but they did not even have my phone number, they did not have the most basic information regarding me or my mortgage loan, but instead provided me with general boiler plate responses.
I am beyond frustrated and right when I thought that I was getting my life back together during this pandemic Freedom and Rushmore are operating like loan sharks, refusing to allow me to pay my loan, under the terms already agreed to, and refusing to provide me with additional information, such as where to make the payments to.
I am sick and frustrated by this gross misconduct. Please assist.
If you have any questions or need any additional information, please do not hesitate to contact me at ( XXXX ) XXXX or by email at XXXX.
Thank you, XXXX XXXX
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| 04/28/2023 |
Yes |
- Mortgage
- Other type of mortgage
|
- Trouble during payment process
|
|
Web |
|
|
Subject : Complaint Against Freedom Mortgage for Withholding Insurance Disbursement Dear Consumer Financial Protection Bureau, I am writing to file a complaint against Freedom Mortgage for holding onto my home insurance disbursement and forcing me to complete repairs before releasing the funds. It has been over two months since they received the insurance payment, and they continue to claim that my home is not completely repaired based on inspection they commissioned who was instructed to only check a portion of the repairs. This is despite the fact that the funds should be released directly if the amount is under {$40000.00}.
My home was severely damaged by Hurricane Ian, and a public adjuster estimated the repair costs to be {$220000.00}. The insurance company, UPC, paid only {$30000.00}, which significantly undervalues the damages. I have already spent {$100000.00} on repairs and have provided proof, including before and after photos, material receipts, contractor invoices, and lien releases.
Freedom Mortgage initially informed me that they would endorse the insurance check and return it within a week, as the amount was under {$40000.00}. However, after receiving the check, they claimed that my loan was not current at the date of loss, and the limit changed to {$20000.00}. This is not true, as my loan was never late, and I requested and was approved to Loss Mitigation the day after the hurricane. This can be verified through my credit report, which shows no late payments on any account.
Since the limit was reduced to {$20000.00}, Freedom Mortgage required an inspection verifying the percentage of work completed and a waiver of lien/sworn statement from the contractors. The change in requirements after receiving the check is highly suspicious, but I had no choice but to comply.
Despite explaining my situation through multiple calls and emails, Freedom Mortgage insisted on an inspection that takes weeks to be done. The inspector assessed only part of the repairs and submitted a report claiming only 56 % of the work was completed, without providing any justification.
While waiting for the inspection, I received a check from Freedom Mortgage for {$7500.00} without reasonable explanation.
I have been forced to provide proof that the work was completed, including documentation of all repairs, photos, contractor invoices, and lien releases. Even if the work was not done, this is abusive, as they are forcing me to pay for repairs that cost more than estimated before disbursing insurance payments.
I have submitted all the requested documents and they have accepted and finally submitted another payment of {$9400.00}, which Im yet to receive, totaling 56 % or the amount paid by the insurance.
Freedom Mortgage has held the insurance funds for months without reasonable justification. I never chose them as my mortgage company, as they purchased my loan from another company. I am now stuck in a difficult situation, hoping for additional state funds to cover repair costs that the bankrupted insurance company didnt pay knowing Ill have the same problem when the checks need to be endorsed by Freedom Mortgage again.
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| 03/10/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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Web |
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While trying to pre-qualify for a new mortgage to purchase a home, I was advised by my mortgage broker that Freedom Mortgage, my previous mortgage company, reported late payments on my loan account for XXXX and XX/XX/XXXX. I contacted Freedom Mortgage in XX/XX/XXXX to have the incorrectly reported late payments removed. On XX/XX/XXXX, I received a letter from Freedom Mortgage confirming the incorrect reporting had been removed. In XX/XX/XXXX, I was advised by my mortgage broker that in removing the negative reporting for XXXX and XX/XX/XXXX, Freedom Mortgage reported a late payment for XX/XX/XXXX. I had paid the loan in full and closed the account on XX/XX/XXXX. I again contacted Freedom Mortgage about the incorrect reporting. On XX/XX/XXXX I received a letter from Freedom Mortgage stating the incorrect late payment for XX/XX/XXXX ( 8 months after the loan was paid in full ) was submitted to XXXX for removal on XX/XX/XXXX. On XX/XX/XXXX, I was advised by my mortgage broker that the XX/XX/XXXX late payment was still showing on my credit report and, as before, preventing me from pre-qualifying for a new mortgage to purchase a new home. I contacted Freedom Mortgage and was told that they would " look into it '' but it could be several days or longer for a resolution. I insisted that the matter be escalated due to preventing me from purchasing a new home. I was promised a callback by end of day on XX/XX/XXXX and did not receive one. I contacted XXXX to ask why the credit report had not been corrected when the correction was supposedly submitted by Freedom Mortgage on XX/XX/XXXX and I was told it could take " 30, 60 or 90 days '' to resolve. I inquired why they would report to my credit that a payment reported late 8 months after the loan closed would not have been flagged as incorrect in the first place. I was not given a satisfactory answer to that question. I asked how to get the issue resolved quickly to prevent further holding me up on qualifying on a new mortgage and was advised that I can " open a dispute that will take up to 30 days to resolve '' or I could " mail the letter received from Freedom Mortgage along with a copy of my Driver 's License and Social Security Card '' and they would try to correct it within XXXX business days from receipt of the mail ''. I stated that I would not put that much personal information into the postal system for fear of identity theft. I asked for other options to resolve the matter but was told there were no other options and that I would just have to wait it out. Again I asked why they could not correct the wrongful late payment reported since the account reports that it was paid in full 8 months prior and therefore they had participated in the violation of the Fair Credit Reporting Act. I was only told to open the dispute and wait the 30 days. I explained that I am unable to continue the search for my new home until I can get pre-qualified for the new mortgage and this is holding up that process. I again was told that there was nothing further that XXXX would do to assist. I requested the matter be escalated higher within XXXX and was told they would not do anything further.
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| 10/08/2020 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
|
I received the following response from the company regarding my complaint of waiver for escrow of taxes : XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, IL XXXX XXXX : Your Complaint to the CFPB Complaint # XXXX Dear XXXX XXXX : We have reviewed your complaint and researched the issue regarding your escrow account. Your prior loan was set up to escrow only for insurance and there was an escrow waiver for taxes. Your new loan did not close with an escrow waiver, so we are required to escrow for both taxes ( if not totally exempt ) and insurance. You will be eligible to apply for a full escrow waiver after your loan has been seasoned for 12 months assuming a good payment history. Regarding your tax exemption, our notes indicate that you stated several times that you are 100 % tax exempt, but we could never confirm this. The tax authority website does not reflect a full exemption. The bill you provided in your complaint was for XXXX taxes payable in XXXX. The amount billed in XXXX was {$4700.00} with the exemption applied ( see attached page 2 ). However, if you can provide documentation from your tax authority showing that you are 100 % exempt, we will review and make any necessary adjustments to your account. Please submit this documentation to XXXX '' I contacted the company on 5 separate occasions to ask for the escrow waiver to be completed prior to the closing for the VA refinance. My requests prior to the closing were blatantly ignored. Each conversation with Freedom Mortgage was on a recorded line, so they must have a record of my requests. No one asked for documentation or any other type of verification during my initial calls. I offered documents to the customer care representatives but it was declined as they conducted more research. I took the initiative to send documents through the online messaging system but received no response. I was contacted by Freedom Mortgage again, on a recorded line, to which their representative assured me that the taxes and escrow waiver were addressed before the closing and that is was no longer an issue. I recorded that conversation on my XXXX so I also have a copy of the statement from their representative. To date, none of the representatives I have spoken to, have ever asked for documentation. I asked to speak to a manager and was transferred to the department lead and had to ask again for a manager who could not address my concern. She stated she would research the issue and return my call and to date, no one has returned a phone call to me to explain how to address the escrow waiver. No one can tell me what documentation they need, but they are quick to point out that what I do send them is insufficient. Freedom Mortgage is obviously more concerned with closing loans than it is about customer service. Once again they failed to include the escrow waiver and continued to ignore my requests for assistance. Waiting 12 months for a escrow waiver will cause me a financial hardship because without the escrow waiver the mortgage is beyond my capacity to pay. The lack of customer service and attention to detail is an example of Freedom Mortgage taking advantage of XXXX veterans.
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| 06/17/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
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am writing this letter to formally complain and seek to have my {$1500.00} plus the overdrawn charges of {$39.00} credited back to me the with utmost urgency, please mail us a check to our personal address : XXXX XXXX XXXX XXXX Va XXXX Our bills are piling up and they will not be paid, if no immediate action will be taken. There have been grievous and extremely unprofessional mishandling on our account ( XXXX ), I will list them for you and know that it will be reported to the Credit Financial Protection Bureau. I am one hundred percent certain that we are not the only family/account that had to endure this inconceivable errors that can devastatingly affect someone's finances ( utilities could have been cut off and we were ineligible to get a good rate to buy a vehicle and favorable discounts to purchase cellular phone because of these errors because our credit score went down 100 points ).
Below this email, you will see a thread explaining that mortgage payment to Freedom Mortgage has been set up through our bank XXXX XXXX XXXX XXXX. I started receiving numerous calls stating that we have not paid our mortgage for the month of XX/XX/XXXX, with the past history that we had with your company we decided to go ahead and cancel the automatic bill pay through our bank on XX/XX/XXXX and just pay you directly and even adhere to your monthly payment system through your company website.
1 ) Since Freedom Mortgage did not receive payment from XXXX XXXX XXXX XXXX which was set up to be mailed at the XXXX- postal ; we decided to be earnest in paying our mortgage and mail in a personal check in the amount of {$3000.00} and although it was clearly stated under the memo line that its for the month of XX/XX/XXXX & XX/XX/XXXXpayment 2 ) the funds were not applied to the supposedly behind mortgage, we still kept getting calls and asking us to pay our mortgage. I had to call and and clear that out again and the check was placed in escrow. 3 ) Then, trying to adhere to your website automatic payment and assuming that checks that was paid by XXXX never reached your office, we set up the automatic monthly payment through your website. Unknowingly, Freedom Mortgage then encashed the check # XXXX and applied it for the month of XX/XX/XXXX. Because of this, we got overdrawn on our accounts and it had a rippling effect on our finances as that {$1500.00} was allocated for something else. We were receiving calls incessantly when apparently Freedom Mortgage had our checks, just never encashed at the right time therefore, causing financial chaos to us.
4 ) Freedom Mortgage kept sending us mortgage notification at the wrong address that caused non receipt of mortgage payment, although payment was being mailed or sent ( 2018 ) when it was clearly stated the mailing address is different from the property address.
These errors may be trivial to your company, but money is at stake and average working people like us rely on every penny not to mention that numerous hours spent collecting proofs, calling and writing letters and going to our banks to understand the error. It almost seem like a full time job trying to keep watch of our mortgage.
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| 04/06/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
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|
Web |
Servicemember |
|
Freedom Mortgage incorrectly force placed flood insurance on my home and in the process depleted my escrow account.
This prompted an increase in my monthly payment. I disputed the error to Freedom and they have since removed the insurance and refunded my escrow account the amount they took for the force placed insurance.
After Freedom determined they would refund us and correct the escrow account, we were told by the phone payment system and by a Freedom representative that the minimum payment was {$3500.00} for XXXX 2022, which is what the payment was before they increased it with the escrow error.
Because their automated system and an employee told us that we could make that payment because they were in the process of correcting the escrow account, we made that payment in XX/XX/2022 long before it was 30 days late.
Until now we have never had a 30 day late payment on any bill including our mortgages and our credit was impeccable.
With no correspondences, notices or phone calls, Freedom took our {$3500.00} payment, put it in an account and didn't tell us they didn't apply it to our payment.
Freedom didnt tell us that we were about to get hit with a 30 day late because they had decided to not honor our payment because their record showed that the payment was {$140.00} more based on the force placed insurance.
When the XXXX statement came, my wife noticed the money sitting in some weird account and not applied to our mortgage and we immediately called to find out what was going on.
A freedom rep informed me that the automated line and the freedom employee may have been mistaken about the {$3500.00} payment and informed us to pay the extra {$140.00} immediately and Freedom would refund it once the correction is reflected in the escrow account. She told us that Freedom had not reported it to the credit bureaus and we were safe because we paid the extra {$140.00} with her on the phone.
Just as she stated, Freedom did refund the {$140.00} within a few days but they did report a 0 day late on our credit reports and dropped our scores from the high XXXX 's to XXXX.
Remember, this all started from an error that they have since admitted and corrected.
We tried to give them a chance to correct the error on our credit report but they refused.
Our payment history and long standing accounts speak for themselves. Had Freedom 's system and employee given us the right information we would have certainly paid the extra {$140.00} and waited for a refund just like we did when they finally told us to do so.
Consumers should be able to rely on information that they get from creditors as accurate, reliable and truthful.
All of my numbers are rounded for simplicity but very close to actual.
We believe that Freedom had a duty to notify us when they decided not to apply our payment especially since they instructed us.
At least, Freedom should prove that it is a fair business practice to have a minimum payment on their phone system ( which we use to make our payment ) and then refuse to apply that minimum payment once made.
How is this a fair practice to customers that have a track record of paying their bills?
.
|
| 01/30/2019 |
Yes |
|
- Trouble during payment process
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|
Web |
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My Mortgage originated with XXXX XXXX who mishandled my loan, and denied me a loan modification. They only allowed me a modification after the CFPB fined them for faulty practices, and me filing bankruptcy to retain my home. XXXX added excessive fees to my account, that I'm still currently paying. XXXX then sold my account to Freedom mortgage, now I'm unable to get documentation to dispute the validity of the fees associated with my account.
Freedom Mortgage took over my account I believe on XX/XX/XXXX. Since then they have improperly handled my account, and I've continually received the run around from their customer representatives. I've called numerous times regarding my Escrow account being mishandled. I've received several responses regarding when an escrow analysis is done for my state. I've been told that my analysis is done in XX/XX/XXXX, then I've been told that it is done in XX/XX/XXXX. Several times there has clearly been an overage in my Escrow account, and Freedom continually finds ways to hold on to my over payments. I've requested for my account to have an off schedule analysis done, and have been refused. Each representative telling me they will email their supervisor to perform the request, only to have no further word on the outcome. To try to offset Freedom from holding on to my much needed monies, I switched insurance providers to ensure that everything comes out at the beginning of the year. My new homeowners insurance was significantly less than what I originally was paying. I contacted Freedom again to request that they review my Escrow account in an attempt to offset overpaying into the Escrow. In addition Freedom sent me correspondence acknowledging my new insurance premium, and stated it was paid in full. The letter also requested that I submit any insurance refund that I receive from my previous insurance to them.I asked the representative why I would submit funds that I already paid for in full to them, and was unable to get an explanation. I then again asked the representative for an off schedule analysis, and she stated she could only email her supervisor. While reviewing my account I also noticed that Freedom mortgage made an additional insurance disbursement. The representative couldn't explain to who or why this was done, so she transferred me to their insurance department. After talking to the insurance department the representative stated this was to my insurance company who was reporting a change to my policy. I requested that this agent, contact my insurance company with me on the phone. I never spoke with my insurance company as she promised, but was told that the amount was supposed to be a credit to me. After hearing this I asked the agent why Freedom would disburse monies from my account without verifying the reasons, especially when this was a credit to me. All I received was a " sorry '' and that she was placing a stop payment on the disbursement check. I'm very concerned with the handling/mishandling of my account and the lack of accountability and transparency being demonstrated by this company. If I was capable I would refinance, just to get away from this company.
|
| 10/07/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
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Thou reporting only allows 1 item, processing payment problems, the bigger LT/ $ AMT issue is that my wife and I have taken a ~300 point FICO decrease hit and foreclosure action on our credit reports which effects job opportunities, any refi/cash out ability/cost for house improvement and other areas of life financially for many/possibly hundreds of thousands of dollars in additional costs, and attempt to push us further into poverty for years to come ; all because of vindictive & poor paperwork/processing by Freedom Mortgage and its employees to anyone questioning their service problems.
Loan servicer FREEDOM MORTGAGE took over our Refinanced 15 YR LOAN ( AND outsourced to LOANCARE for part of that duration ). Whenever they changed the payment location, especially to NE ( Bad winter areas ) we seemed to have more problems with them processing payments promptly. So, a few years ago after I had been paying their Loancare-L # we had payment changed to CA address first ~upto 12yrs, then they transferred back to FREEDOM-L # ~ last 2 yrs in XXXX OH.
( The company seems to have a different location for all the variables and computer systems that don't talk between these different employee groups, hence many paper/processing errors, delays, and invalid fee 's to customers ). Over 6 months before the last payment I regularly looked on web portal ( problematic ), contacted Customer Service by phone 800 #, and Emailed a VP for that division asking for a removal of the bogus/improper fee 's. I'd asked monthly to be removed to be fixed ASAP and clearly layout if anything different had to happen for last payments. I also asked for them to prove/audit how mail from CA to OH was processed and proof of postmarked ( late payments ) the charge vs. as thou the mail was taking 10+ days to go across country?! They said no way to track..no proof? Instead of fixing things they appear to Retaliate and create more late/extra fee 's. Then last several months the physical statement $ AMTS didn't match last stmts, the online balance, or what the 800 # CustSvrRep read me over the phone. Then what should have been my last payment in XX/XX/XXXX, they cashed but did not apply to the loan, and then filed the foreclosure action against me/us to extort the add'l ~ {$1000.00} in fee 's ( special bank draft to another location ). After cashing that they still didn't acknowledge and reported foreclosure action to all the credit agency 's and in XX/XX/XXXX ' I finally received Deed information from county ( which was filed w/wifes name, should have only been under my name since I paid all loan, Ins, and taxes starting months prior to marriage ). Also, several times during the 15 years they lost our payments and required us to write a second check, they'd cash, only later to have original one cashed. As well they didn't have a free way to electronically pay locally or online, nor would they provide coupons ahead of times, so sometimes I had to copy prior bill-address to mail check by the beginning of month since statements hadn't arrived early enough. When I was unemployed they wouldn't qualify us for CA Hamp/Hemp-UI help advertised all over US.
|
| 12/12/2021 |
Yes |
|
- Struggling to pay mortgage
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|
Web |
Older American |
|
I purchased my home XX/XX/XXXX. I have a FHA loan. My Mortgage company was XXXX, and I had never made a late payment. In XXXX XXXX, XXXX sold my loan to Freedom Mortgage. On XX/XX/XXXX, due to XXXX, my cosmetology business was mandatory shut down for XXXX months. I still have not been able to re-open. I had to file bankruptcy in XXXX XXXX, but kept my house. My bankruptcy attorney at that time asked me if I wanted to go into forbearance with Freedom Mortgage and I said yes, but I did some research on Freedom and discovered they had been sued multiple times for fraud and I told my attorney that I did not trust them. He asked if I wanted him to contact them to arrange the forbearance and I agreed to this. On XX/XX/XXXX, I called Freedom Mortgage and spoke with XXXX. She said she is a supervisor and her badge ID # is XXXX. I told her that I want to come out of forbearance and that I want the new XXXX Advance Loan Modification that I read about in the Mortgage Letter dated XXXX XXXX from XXXX. I told her I could not make a lump sum payment on the back payments or keep the high monthly payments and this loan modification would help by putting the back payments at the end of the loan and would lower my monthly payments so that I could start paying again. She said they would get the necessary paper work started, but have done nothing but lie and harass me for XXXX months now. Since that time, I have had to file complaints with Errors and Omission, The XXXX and Mortgage XXXX XXXX, XXXX and FHA because XXXX refuses to do what I asked. As of this date, still nothing has been done.
I knew that I did qualify for the XXXX Advance Loan Modification based on the guidelines in that HUD Mortgage XXXX but XXXX XXXX not do it. Last month, on XXXX, Freedom Mortgage taped an envelope on my front door that says, '' XXXX XXXX XXXX ''. Inside this envelope is a letter that said I was approved for the loan modification and to sign a XXXX page document, notarize and mail back to them. I could not believe this. What mortgage company tapes a personal letter on the front door of your house???? The loan document had false dates, false dollar amounts, false information, false statement regarding my bankruptcy. In my opinion, this was fraud so I called my bankruptcy attorney and sent him the papers. He advised me not to sign them. I think Freedom Mortgage is taking advantage of me because I am a XXXX XXXX XXXX woman that does not have the money to hire an attorney to sue them. They have caused me to be physically XXXX Over this past 5 months, I had to go to the emergency room hospital twice because of the stress they are causing me, and I have doctor bills I cant pay. And now, due to Freedom Mortgage playing games, lying, and fraud, the deadline for that XXXX loan modification that I qualified for and asked for back in XXXX, has expired. I have over a XXXX pages of documents dealing with Freedom Mortgage that verifies I did everything the way I was suppose to and they did not. I will attach the document they wanted me to sign showing false information, to this complaint. I can mail any of the others if needed. Regards, XXXX XXXX
|
| 08/16/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
Servicemember |
|
To Whom, PLEASE HELP me resolve this issue with Freedom Mortgage. This has been an ongoing disaster since XX/XX/2018. I am diligently trying to get rectified. I have put a request for correction with Freedom Mortgage twice and BOTH credit reporting agencies [ as of last month ] 3 times. I was successful in having Freedom agree to remove the FALSELY reported entry this past XXXX but, the next month they put it back. I am to the point that I am having to take legal action with them.
The 100 point decrease in my credit score has now cost me over {$15000.00} in actual damages ( the Higher cost to refinance my home, the higher cost for my ex-wife to purchase a home, rejection of revolving account to purchase furniture ) I have provided the bank statement that shows the payment made PRIOR to the 30-day mark AND the Banks own internal Transaction Serial Number AND an actual live person at my bank to confirm the validity of the information ( Original email is provided below with their written response ). Freedom Mortgage refuses to budge. PLEASE HELP!!!
Original Request for Correction ( XXXX XX/XX/2018 ) _________ " I received notice from my credit monitoring service that Freedom Mortgage indicates XX/XX/2018 payment as 30 days past due. As the attached indicates the payment was electronically sent and received by Freedom Mortgage and subsequently posted to my account on XX/XX/2018. Also indicated below is the Transaction Serial Number for electronic tracking. I request this error be corrected and accurately ( re ) reported to ALL effected credit reporting agencies immediately. This has severely effected both my wifes and my credit reports. Thank you for your prompt attention to this matter. Transaction Serial Number : XXXX XXXX XXXX XXXX XXXX ( XXXX XXXX XXXX : XXXX '' _________ They responded via mail : _________ " Dear Borrower Thank you for contacting XXXX XXXX XXXX XXXX Department. We received your inquiry regarding your account Via email on XX/XX/XXXX. Specically. we understand you have concerns in connection with credit reporting. We hope you nd the following information helpful.
After reviewing your account our research determines that unfortunately. we are unable to honor your request to retract -, derogatory credit. The delinquency for XX/XX/2018 is accurate as reported. Contractual ' obligations me to make 3 payments on the rst of every month. We received payment for XX/XX/2018 on XX/XX/2018, resulting in a " 30-day delinquency Please understand. in accordance to the Fair Credit Reporting Act or FCRA. we must report factual data Freedom Mortgage Corporation is unable to honor requests for courtesy credit report retractions. We appreciate the opportunity to assist you with this matter. You may access your loan information at your convenience, 2-1 hours a day, 7 days a week! Simply log on to our website at XXXX or call our automated phone system at ( XXXX ) XXXX-XXXX. Customer Care representatives are available to assist you Monday through Friday from XXXX XXXX and Saturday from XXXX XXXX Eastern Timer.
Sincerely.
Customer Care Department Freedom Mortgage Corporation '' ___________
|
| 08/24/2020 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
InXX/XX/2020 - we were in the process on finding another Home Insurance provider - we secured another insurance company XXXX XXXX XXXX XXXX - We secured the new insurance byXX/XX/2020 - the month in which Freedom Mortgage paid our insurance premium to the new company. The new payment was {$880.00} - compared to the old payment to XXXX XXXX of {$2300.00} - a {$1400.00} difference. Yet, out mortgage payment did not change - I called Freedom Mortgage to inquiry about this as we had received a NOTICE from them on Friday - XXXX XXXX - informing us that if we did not have Home Insurance - they would select one for us -and it could be at a substantial cost increase. Thus, I called today,XX/XX/2020 - to clarify that we had " new coverage '' that should have been informed of -via the new insurance company. They had been and their agent - XXXX ID # XXXX - assured me that they were sending another Notice out to us stating they had been informed and all is fine. I then inquired about the lack of change in our mortgage payment to reflect the change in our insurance premiums. She indicated she would put in an inquiry for me on a Mortgage Analysis and I asked why had such not been done when there was a substantial difference in what had been paid out from our Escrow account inXX/XX/2020 She could not answer that simply stating she would request the Analysis. She then went on to inform me that a Analysis had been done last year and our Escrow was {$120.00} short - which was added to our mortgage. My husband and I were not aware of that and did not authorize them to roll any additional amounts into our mortgage. {$120.00} - shortage we would have paid in one additional payment. She could not explain - how it was just added to our mortgage or Escrow account without our authorization as the clients. Additionally, I inquired if they ( FM ) can just add an amount to our mortgage or Escrow account without our permission, Then why is the opposite NOT true when there is an over balance in Escrow - as what would have occurred in XX/XX/2020 - since our taxes did not change and our home insurance was significantly less. Thus,. my complaint is that our Mortgage payment has not changed since XX/XX/2020 and there is or should be over! XXXX left in our Escrow account - since XXXX - It is not XXXX - XXXX payment is due and it has not been altered in any manner to reflect the adjustments to our Mortgage payments that should have occurred in XXXX or by the XXXX payment. Is there some ethical or legal obligation from the Freedom Mortgage to inform us and return the balance to us - when our Escrow account had an overage of over {$1400.00} and yet, the charge us {$120.00} + interest on what they claim is an under payment to our Escrow account. That does not seem ethical or legal that Freedom Mortgage can retain our excess Escrow payments without any notice to us - unless we request a Mortgage Analysis. The over payments are monies we paid and should be repaid to us with interest. And I still question the company 's ability to put a underpayment of {$120.00} against our loan payment - or Escrow payment without our consent.
|
| 05/18/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Older American |
|
With all due respect, I am writing this letter to you asking, no begging for assistance. We have had a mortgage with Freedom Mortgage since XXXX of XXXX. The title agency sent two women to come to our home. My husband, whom is dyslexic and has been, signed the mortgage. This is a community property state. They would not let me sign the mortgage contract. My husband signed to a fixed rate of {$550.00} and then oddly, a second amount, another page, same date was signed for {$680.00}, I believe to include escrow. We have not seen either of these amounts, some times significantly higher payments, since XXXX of XXXX. We have at times paid more money and did not get the amount deducted from the principal balance still owing. We have sent payment after payment and they go to an account called, " unapplied funds '' never getting any deduction whatsoever. The account number changed abruptly on XXXX of XXXX, we are a high interst rate of 6.75 % trying over and over again to refinance with other companies and Freedom Mortgage tells these companies, " NO '', we have seen attorney after attorney, filed for bankruptcy although we did not follow through secondary to " we are not bankrupt ''. We have sent each and every payment that has been paid and deposited into Freedom Mortgage 's several bank accounts with no deduction. We were advised by our lawyer to stop making payments in XXXX of which we did but then again began payments on a regular basis and then get threatened over and over again for a foreclosure. We borrowed {$85000.00} and paid almost {$43000.00} in XXXX of XXXX to still be owing {$62000.00}? I called today to get the name of our insurance company and I was told, " your insurance is lender paid ''., so we have no insurance. The fixed rate is {$550.00}. So the account is with Freedom Mortgage # XXXX. The original account number was # XXXX. We don't know what to do. This company has stolen from us. We want to get away fromthis company. What can we do? You all fined and collected {$1.00} million XXXX from this company. We are tired of dealing with them. They are holding our home over our heads. We borrowed {$85000.00} in XXXX, having paid for 15 years ( of which I have each and every document to confirm ), paid almost {$43000.00} in XXXX of XXXX and we still owe {$62000.00}. I don't think so. I have asked you over and over again to help us. Please, Please do. Because I will have to file in a federal court. We are not loosing our home, we are exhausted of paying and not getting credited, and we don't want to deal with this company ever again. Every timne we went for a refinancing, they hurt our credit. And I XXXX XXXX XXXX am not even on the account verified by today 's phone call asking for our Homeowner 's Insurance and the policy number to hear the Freedom Mortgage employee XXXX say, " you don't have insurance, it is lender paid ''. Then what is the money over {$550.00} fixed rate payment going too? And in XXXX of XXXX, I made an extra {$1000.00} to their demand for home owner 's insurance? Someone is corrupt there and it is time for us to get JUSTICE. I will not, will not give up.
|
| 07/30/2019 |
Yes |
|
- Trouble during payment process
|
|
Web |
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I have been a responsible involuntary account holder with your mortgage for over a year now. Months ago I received a bill from my city explaining my taxes had been assessed and paid incorrectly by my mortgage lender. Since then I have spent hours on the phone giving customer service representatives the opportunity to correct the problem only to continuing the cycle of behind delinquent and having fees and interest accrued at my local assessor 's office. The first representative informed me my taxes had gone up {$3000.00} and that is the reason my mortgage payment went from {$1800.00} to {$2200.00}. This information is completely incorrect and could have been addressed by a 30 second phone call to the city ( which I completed ). I verified that my taxes are actually {$4500.00} and I was in arrears {$680.00} and was currently collecting interest in fees on this past due DELINQUENT account. I contacted your customer service again, each time spending about 40 minutes providing the SAME demographic information to your representatives who apparently are just wasting time because of their ignorance to actually answer and provide appropriate knowledgeable answers. Following my second call a review case was opened through their Real Estate Taxes Department. XXXX from that Department informed me that Freedom MortgagXXXX would be responsible for all fees and interest accrued as a result of their error. I have received 3 letters every two weeks thanking me for the review request but NO answers. Again, for something that could have been solved via a 30 second phone call. This has been over a month now. The new tax bill arrived which your company paid however {$680.00} of that went towards the delinquent amount and shows that I still owe {$680.00} on this current quarter which was due XX/XX/19 and will again put me in delinquency and begin accruing interest and fees. Today I called again and that same thing happened, I was requested about 30 minutes of demographic information, denied to be transferred to the review department ( which I was informed I had a right to do via my telephone call with XXXX and the two letters I received ), and told what I already knew and given NO answers about the arrears amount. I am now in the process of refinancing with ANOTHER lender ( obviously because of this terrible experience ) and was requested to pay the past due amount. This is outrageous that THEIR mistake is costing me money out of my pocked thrice over because your company is failing to address THEIR error and the delinquent amount. I am only looking for the error to be fixed, my taxes to be paid up to date ( without fees coming out of my pocket for your company 's error ) and my mortgage payment to reflect what it should rightfully be based on an accurate assessment of my taxes ( {$4500.00} NOT {$6500.00}! ). I feel that for a mortgage company to commit such grave and easily fixable mistakes is unacceptable and careless. I could very well manage paying my taxes on my own and would NEVER be delinquent. This is incredibly EMBARRASSING and Freedom Mortgage should be ashamed. Thank you for your time.
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| 03/24/2022 |
Yes |
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- Incorrect information on your report
- Account status incorrect
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Web |
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Applied for Forbearance from Freedom Mortgage due to financial hardship due to COVID-19 which was approved in XX/XX/XXXX and ended XX/XX/XXXX.
We had asked for one person 's name to be dropped from the loan and sent the divorce decree and a quitclaim deed signed by the person who should be taken off the loan. Initially, I was informed the divorce decree was all that was needed, so an email was sent to lossmitigations @ freedommortgage with the attached divorce decree on XX/XX/XXXX. Then we were informed that a quitclaim deed was needed which was initially sent on XX/XX/XXXX.
We applied for a modification agreement which was sent out to us in XX/XX/XXXX. When we received the documents that month with the notary, the person 's name was not taken off. We were unable to sign the modification documents. I called Freedom mortgage to ask why since I had submitted the documents they requested. They informed me that the quitclaim deed documents were blank. They never reached out to us to inform us of this. I sent the quitclaim deed again via email to XXXX on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX. I was sent to a Customer Care supervisor as my concern was escalated due to lack of communication and the concern of the possibility of incorrect default or forclosure. On XX/XX/XXXX, I emailed the quitclaim deed to the Customer Care supervisor.
Until XX/XX/XXXX, Freedom mortgage sent documents of possible default because documents were not notarized and signed and every time I called, they would say it showed that we didn't sign the documents and the end date for having the documents notarized was coming up. Every time I had to explain the situation and the Customer Care agents tried to escalate or note what I had done. Nothing seemed to be communicated and Loss Mitigation ( being an internal department I couldn't speak to ) didn't reply or communicate anything back.
The end date of the documents to be signed was finally extended as they realized that I had sent all documents needed and had been waiting on their department to get the name taken off and documents sent to us with the notary. Now I have received a total of about 2 calls from Freedom Mortgage stating they are still waiting on the documents.
In the meantime, I had been told that we should go ahead and pay the amount due every month that was approved with the documents so that there is no delay or an effect on us in any way. We have been paying the amount stated from them every month starting XX/XX/XXXX, on time. This month, XX/XX/XXXX, I received an alert that my credit was hit due to a derogatory payment from Freedom Mortgage. This was unreasonable since we have been doing what we can to keep on track, get the documents on time, make payments on time. We feel this hit was the last straw and we needed to send in this complaint as the hit to the credit is incorrect and we would like it removed by them immediately.
With the experience so far we have had with Freedom Mortgage, we feel that speaking to them about it to get it off would not be effective.
Please advise as to the next steps.
Thank you in advance.
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| 03/26/2020 |
Yes |
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- Struggling to pay mortgage
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Web |
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On Monday XX/XX/XXXX I called into Freedom Mortgages ' ( FM ) customer service line to discuss my options for difficulty paying due to my job loss and my co-borrowers inability to collect rent from tenants due to their work/coronavirus related hardships. I was advised that I'd need to send in a list of information and documents for review and consideration of possible loan hardship options ( request list is attached ). I received the list of requested info on the same day.
Everything was submitted as requested on Tuesday XX/XX/XXXX via email and snail mail. Over the following 2 weeks, I reached out to Freedom Mortgages ' customer service line for a status on my hardship request and was advised that additional information was needed. Shortly afterward, I received a letter outlining the specific information needed and proceeded to submit that to Freedom Mortgage.
On Tuesday XX/XX/XXXX I called for a status update and was advised by Freedom Mortgage rep XXXX ( ID # XXXX ) that all that was needed was a corrected IRS Form 4506-T, which I submitted same day via email. ( Note : the form they provided was from XX/XX/XXXX. The IRS website has the most updated form that explicitly states that taxes can no longer be sent to 3rd parties. Perhaps FM is providing old forms to customers to circumvent this and have people send their taxes directly to them? ) I called again for a status on Wednesday XX/XX/XXXX @ XXXX EST and was advised by XXXX ( ID # XXXX ) that FM had everything needed and review would commence on Thursday XX/XX/XXXX.
I called again on Friday XX/XX/XXXX and was advised by XXXX ( ID # XXXX ) that FM now needed updated bank statements ( are they purposely prolonging the process to get more info? ), signed and dated tax returns ( which was already submitted ), and a letter of explanation for a specific deposit amount on one of my co-borrower 's bank statements. All was submitted on Tuesday XX/XX/XXXX via email.
I called again for a status update on Wednesday XX/XX/XXXX and was advised by XXXX ( ID # XXXX ) that the documents were not yet uploaded and I should try again on Friday XX/XX/XXXX or Monday XX/XX/XXXX.
Today, Thursday XX/XX/XXXX, I called for a status update, and was advised by XXXX ( ID # XXXX ) that a note on Wednesday XX/XX/XXXX, stated that they received my submitted info, however my file was still incomplete, and that they still needed tax returns, a letter of explanation for a deposit, and bank statements ( all was sent on XX/XX/XXXX ). Although very kind and professional, XXXX was unable to give me details beyond that or answer my questions about whether or not the attachments I sent got through properly, etc.
This request is taking entirely too long, but I'm still getting letters regarding potential foreclosure, with inconsistent invoice amounts. When I asked about this, I was told " as long as you aren't over 120 days in default you don't have to worry while we review the hardship request ''. If I'm denied, I'll be in more debt and hardship than I would have been if I was simply given an answer within 1-2 weeks and had time to make arrangements.
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| 03/11/2020 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
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XX/XX/2020 I spoke to loan officer XXXX XXXX in an attempt to get a mortgage. He ensured me that as a current VA loan customer, the fact that I wanted to purchase the home directly next door to me with another VA loan could be achieved.
I completed the loan application, submitted all the required forms and my file was sent to the loan processor around late XX/XX/2020. During the entire process leading up to my file going to the loan processor I inquired many times with XXXX on the status of my loan. He ensured me that there were no issues and everything was looking positive. XXXX also said his team members were on top of my file so we could get the deal closed soon.
XXXX went out of the country during the processing of my loan and was very unresponsive to my follow-up inquiries for my loan. When i called Freedom mortgage I could never speak to a manager concerning XXXX being unresponsive to me calling him.
When XXXX finally called me after about 2 weeks of being MIA he told me there were no problems with my loan processing.
Late XXXX XXXX-Loan processing stage. XXXX XXXX called me asking for the Same documents I gave to XXXX back in XX/XX/2020. I gave him the documents in an attempt to make sure the loan would close soon.
XXXX XXXX also ensured me the loan was moving along at a good pace and there were no issues. He and XXXX said i was in the underwriting stage and there were no issues. XXXX then asked for duplicate documents and XXXX scheduled the appraisal. I paid for the appraisal and termite inspection. The VA appraiser also came back out to fix the repairs the sellers fixed.
I was told by XXXX we could close XX/XX/XXXX then the sellers moved it back to the end of XXXX. Title company set up closing for XX/XX/XXXX and XXXX said we could close XX/XX/2020. XXXX also sent me a new loan disclosure based on the changed loan amount from the VA appraisal.
Come XX/XX/2020, XXXX called me and said the underwriter will not approved the loan not because I didnt qualify but because the underwriter said I couldnt buy the house next door with a VA loan.
I was told by XXXX there could be another option to save the deal but he never called me back about the option. I called XXXX, XXXX manager, XXXX managers and tried to speak to anyone who could assist, but I received no answer back. When I finally did speak to someone from the closing team they said the loan was suspended XX/XX/2020, which I had no knowledge of.
XXXX XXXX and XXXX XXXX were very misleading and deceitful in processing my loan application. I have lost the money I paid for the appraisal, the termite inspection and pulled money out of my 401K for closing, which I will be taxed {$300.00} on. In addition to the money lost, they waisted my time and caused stress to me as well as the sellers.
I never even received a loan denial letter which by federal regulation Im entitled to.
The sellers pulled out the deal when i told them we couldnt close on XXXX XXXX.
I would like to be refunded my money I lost for the appraisal, termite inspection, and money I will be taxed for taking money out my 401K.
-XXXX XXXX
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| 12/12/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I have documentation that proves all of the following details here. I contacted Freedom to remove the private mortgage insurance (PMI) from my loan. Freedom sent me correspondence with details on how to remove it dated XX/XX/2019. Freedom Mortgage also contacted me to refinance my loan in XX/XX/2019. So I purchased a $XXXX appraisal from Freedom to start the process, which Freedom also said applied to PMI removal and which Freedom received on XX/XX/2019. According to the appraisal, my new home value of $XXXX qualified me to have my private mortgage insurance (PMI) removed. My loan-to-value (LTV) ratio was now less than 80%. I did substantial renovations since my purchase and did not receive funds to renovate in my original loan, etc., meeting all of Freedom's terms to remove the PMI. And the broker said that Freedom would now automatically remove my PMI. That didn't happen. My appraisal processed with Freedom on XX/XX/2019. And when I called to ask why my PMI hadn't been removed on my next statement in late XX/XX/2019, a Freedom agent said that the appraisal was good for 90 days and that she would ensure that the "escrow department" processed it to remove the PMI. That didn't happen. I followed up various times in late XXXX and early XX/XX/2019, with each manager (Ambassador) ensuring that he/she would have Freedom process my PMI removal request based on my XX/XX/2019, appraisal. During that time period, I also received several pieces of mail correspondence from Freedom with letter dates of XX/XX/2019, stating that I had to follow a new process. This new process required that I get a $XXXX broker's price opinion (BPO) instead of an appraisal, that I had to sign a form and send Freedom a physical check for $XXXX, and that the BPO needed to process within 30 days of the date on the letter, which was XX/XX/2019. Freedom also had new conditions, which I still met. My LTV ratio was less than 78%, I did substantial renovations since my initial purchase, my loan did not include funds for renovation, I have never had a late payment, and my loan was more than two years old. BUT I received the XX/XX/2019, letter with the new conditions on XX/XX/2019, about 1.5 weeks AFTER the date on the letter, which would have left me only 2.5 weeks to do the BPO and have Freedom process it. I called again in early XX/XX/2019. Freedom again ensured that it would process my appraisal. That again didn't happen. Freedom then sent ANOTHER letter with a XX/XX/2019, date, which I didn't receive until XX/XX/2019, stating that I had to go through ANOTHER new process. This time, my LTV ratio had to be less than 65% based on a BPO, along with the other aforementioned conditions (e.g., loan being more than two years old, no late payments). According to this new process, I now did NOT meet the conditions to remove my PMI based on my appraisal.Basically, within several months, Freedom changed its PMI removal process three times to prevent me from removing my PMI. And they didn't follow up with me by phone, despite saying that they would each time I called. I have since filed a complaint with the XXXX XXXX XXXX.
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| 06/29/2016 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
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I bought a house in XXXX XXXX with an FHA mortgage. In XXXX XXXX, my mortgage was resold to Freedom Mortgage Corporation. Every month a portion of my payment to Freedom Mortgage is escrowed and they are responsible for paying my property taxes.
In summary, my property taxes were due to the City of XXXX by XXXX XXXX, XXXX and as of XXXX XXXX, they have not yet been paid. I have spent over three hours on the phone with both Freedom Mortgage and the City of XXXX revenue department ( which is not at fault in any way and is trying to help me through this process ) to resolve the situation.
Here 's a chronological list of the steps taken : XXXX XXXX - I received a tax bill from the city and called XXXX Mortgage to notify them. On this call they told me they received a copy of the bill and it was scheduled for payment by the due date of XXXX/XXXX/XXXX.
XXXX XXXX - I received a notice, dated XXXX XXXX, from the city stating the tax bill was delinquent and interest had been added.
- I called Freedom Mortgage about the delinquency. They told me a check was mailed to City of XXXX on XXXX XXXX and advised me to call the city.
- I called the city, which instructed me to get a copy of the check sent by Freedom Mortgage so they could try to track it down and as proof that a payment attempt was made.
- I called Freedom Mortgage a second time and requested a copy of the tax payment check. The customer rep told me that my record showed the payment never reached the city because it was returned, and if the last customer rep had scrolled down my record they should have seen that. They then told me to send an email to XXXXXXXXXXXX to formally request a written statement that my check had been returned, so I could pass the statement on to the city to avoid further penalty and going to collections. This conversation was the first time I was able to get an email address for Freedom Mortgage, they do n't publish one on their website.
XXXX XXXX - I sent an email on XXXX XXXX requesting the written note about the check being returned.
- I received a second delinquency notice from the city, dated XXXX XXXX and stating the bill was still delinquent and more interest had been added to the amount due.
- I called Freedom Mortgage a third time on XXXX XXXX to request a written statement, stating when the payment would be made and the payment amount. I spoke with XXXX customer reps and both told me they were unable to send me anything in writing. They told me a check was initiated on XXXX XXXX and " the process would be complete '' by XXXX XXXX, so to follow up on XX/XX/XXXX to make sure it was complete.
Please help. Freedom Mortgage is 6 months overdue on my tax bill. My name and property are tied to delinquent tax balances on XXXX public property and tax websites. My past due tax bill has now gone to a collection agency, jeopardizing my credit. Freedom Mortgage will not send me anything in writing either explaining where things stand or affirming that proper action is being taken, which leaves me to rely on their verbal word - which has proven to be untrue at every interaction thus far.
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| 12/22/2020 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
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We began the process in late XX/XX/XXXX of refinancing our mortgage through Freedom Mortgage.
The Loan Officer was XXXX XXXX NMLS : XXXX Corp NMLS : XXXX By XX/XX/XXXX, we believe we completed all necessary paperwork and provided all needed statements ( including current Mortgage Statement and homeowners insurance declaration page ) After completing and signing all paperwork, I received a message on XX/XX/XXXX that had new signature requirements. My wife and I complied with these signature requirements.
On XX/XX/XXXX, I received an email that said, " All set for now, Accepted by processing '' On XX/XX/XXXX, we received and email that said, " Great news. You have a new loan document to review and sign. '' We signed the documents electronically that day.
On XX/XX/XXXX, I received an email that indicated we needed to provide our nearest living relative. We provided the information and received a confirmation email to that effect on XX/XX/XXXX.
On XX/XX/XXXX, I received an email that said " You new, lower rate offer expires in 4 days! To lock this rate in before it's too late, there are just a few important action items we need to discuss with you as soon as possible. We've tried to reach you over the last few days so please give us a call at XXXX.
I called them on XX/XX/XXXX. Unfortunately, they had closed the loan out and said there is no way to open it again. I am concerned about the 4 day deadline when this email was the only communication I received. I received it on a Friday and the loan was closed by the next Wednesday. While I am a veteran, I also am fairly busy in my current position as a school XXXX. A 4 day deadline ( over a weekend ) seems inappropriate.
I have since contacted the company, calling them twice and emailing them twice. No one can give me an answer to why the loan was not processed and why it was closed. They must have a number of meetings in this organization because each time I called, the individual who handled my questions put me on hold, attempted to reach the loan representative that processed mine, and returned with they are in a meeting - I will email them with your concerns.
I have heard nothing back. I have two concerns : 1 ) The short response time that was given to me and how it was communicated 2 ) This company now possesses personal information including SSN, Address, Date of Birth, and bank account for my wife and I.
I would like to be reasonably assured that this was not some type of scam to obtain the information. I would also like some type of communication from Freedom Mortgage on why my loan was closed in the fashion is was. Finally, I would like some retribution - this company was not the only company that I researched when looking into refinancing. I believe the company cost me the opportunity to save over {$30000.00} through the lower rate over the life of the loan with no additional closing costs ( VA approved loan ). This is quite possibly why they chose to close the loan. Without the closing costs, the loan was not beneficial to the company.
Any assistance you may provide would be greatly appreciated.
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| 07/10/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Incorrect information on your report
- Information is missing that should be on the report
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Web |
Older American |
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In XX/XX/XXXX I filed for Ch XXXX Bankruptcy. My BK was discharged on XX/XX/XXXX. In the BK process, several of my debts were reaffirmed for all those who had submitted reaffirmation letters. Freedom Mortgage was not included in my bankruptcy, but I ceased receiving statements from them after my attorney filed the case. When I phoned Freedom Mortgage 's customer service requesting they resume hard copy statements, they told me I needed to submit the request in writing. I did so, and they resumed mailing the statements to my home.
It's been more than two years since my BK was discharged and I have endeavored to repair my credit and have significantly raised credit score. However, I spoke to my banker three months ago and he ran a soft credit inquiry. He told me I didn't have enough open accounts. He assumed I owned my home outright. I told him I didn't and that I had a mortgage on my current home since XX/XX/XXXX. He discovered my mortgage was not being reported by Freedom Mortgage and said that if I contacted them, they would resume reporting.
I called Freedom Mortgage 's customer service several times about its lack of reporting my payment record, and each representative gave me a different answer. The bottom line was that they couldn't figure out why, since they had my discharge on file. Finally, I spoke to someone in the bankruptcy department and was told that my case had to be refiled and the mortgage had to be reaffirmed, which would cost me an additional {$260.00}.
I immediately contacted my attorney, who has become frustrated ( like me ) with Freedom Mortgage 's lack of response. She never received a reaffirmation from Freedom Mortgage and called them to ask them to reaffirm my account. At first, Freedom refused to discuss my loan details until I signed a release form allowing them to. It has been more than a month since I returned the release form to Freedom Mortgage, and my attorney first contacted Freedom Mortgage with my permission/release on file. When she calls for a status of the issue and mentions the bankruptcy, Freedom Mortgage hangs up on her.
I want Freedom Mortgage to resume reporting my payments to my credit file and would request they include a statement reflecting my on-time payment record for the past two years.
In addition, I asked Freedom Mortgage to cancel my PMI, since I have had this conventional mortgage loan for four years and my assessed tax value is now twice what I owe. They told me I was eligible for the PMI cancellation, but they require their appraiser to appraise the property, which would cost me another {$450.00}. I have been offered {$90000.00} more than what I owe on my home, but choose not to sell. When I asked Freedom Mortgage why they wouldn't accept my assessed tax value, which is an official valuation, they told me that the assessed value does not reflect the interior condition of the property.
I want my PMI cancelled without cost to me.
I feel that Freedom Mortgage penalizes its customers and makes it extremely difficult to get satisfactory resolution to consumer issues.
Sincerely, an anguished consumer
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| 10/30/2017 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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In XXXX my mortgage company, Freedom Mortgage, started foreclosure proceedings against me and my husband. We filed Chapter XXXX bankruptcy on the advice of our lawyer, XXXX XXXX, stop the proceedings. The case was confirmed on XX/XX/XXXX. During our bankruptcy we made our payments to the trustee, XXXX XXXX and we also made our payments to our mortgage company. Our bankruptcy case was dismissed on XX/XX/XXXX. At the time that our bankruptcy was dismissed, all of our arrears for our mortgage have been paid in full according to documentation we received from the trustee. On XX/XX/XXXX we received a letter from the mortgage company lawyers, XXXX, XXXX, XXXX XXXX XXXX, stating that we needed to pay {$5900.00} to cure any default in our monthly payments through XXXX XXXX, XXXX. We immediately paid that amount and therefore we were paid in full through XX/XX/XXXX on our monthly payments, and our arrears were cured through our bankruptcy payments via XXXX XXXX Trustee. This should have meant that as of XX/XX/XXXX, we were completely up do date on our payments. Then for the month of XXXX I made our monthly payment of XXXX on XX/XX/XXXX. Therefore we should now be up to date though XX/XX/XXXX. However, much to our surprise, we received a mortgage statement with a statement date of XX/XX/XXXX stating that we had {$1600.00} in " fees and charges '' and {$11000.00} in " overdue payment '' due by XX/XX/XXXX in addition to our regular monthly payment. I immediately contacted our attorney XXXX XXXX and asked what this extra {$13000.00} that Freedom Mortgage was claiming we owe was all about. I asked him to contact their lawyers and he refused to. He told me to call Freedom Mortgage myself. So I did. 3 times. Every time I called and asked for a description and a breakdown of what this money they are claiming we owe is noboby on the phone could give me an answer. I was told all three times that a request would be submitted to the bankruptcy department for an accounting and a breakdown of what these charges were. I was also told the bankruptcy department probably just failed to apply my payments correctly and they would fix it. Each time I asked and was told that this process takes 24-48 hours. This has been going on for over a month and I have not received any response from the mortgage company, I have not received any explanation as to how I owe this {$13000.00} when I have paperwork from their own lawyers and my trustee to prove I am up to date on my payments. My husband called our lawyer XXXX XXXX again and asked him to intervene since Freedom Mortgage is not cooperating with us and he told my husband we just need to call Freedom Mortgage ourselves again. During this whole nightmare Freedom Mortgage has now restarted foreclosure proceedings again even through I have submitted all paperwork to them proving that I am up to date on my payments and they still wont tell me what they claim I owe {$13000.00} for. I am beginning to feel that I am being discriminated against and I am running out of options because I can not get any assistance from our mortgage company or our lawyer.
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| 05/03/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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To, Freedom Mortgage Corporation XXXX # XXXX ( XXXX ) BPO DISPUTE FILE # XXXX - removal of Private Mortgage Insurance ( PMI ) based on Property 's Current Market Value Dear Freedom mortgage team, I am in receipt of your BPO decision dated XX/XX/XXXX, noting a broker price opinion conducted by XXXX XXXX XXXX of Clear Capital Real Estate License No. XXXX, to assess the removal of private mortgage insurance, is based on factually incorrect facts and figures pertaining to my property located in the graduate hospital, XXXX PA XXXX when compared to the official City of XXXX official property and tax assessment records.
Discrepancies noted in the BPO/ Reason for Dispute : Please note the following discrepancies that have been noted which question the quality of the BPO that was conducted.
1. The BPO used outdated/factually incorrect above-grade gross living square footage of XXXX square feet to price the property in their comparative market analysis. The correct above-grade gross living square footage is 1186 square feet as evidenced by the City of XXXX Property assessment records and the physical measurements conducted by the appraisal at loan origination ( See appendix A-B ).
Further, this gross living square footage was confirmed in an appraisal ordered by Freedom Mortgage at loan origination where the property was physically measured by the assessor/appraisal Please see the report prepared by XXXX XXXX XXXXXXXX XXXX XXXX ( Appendix C, D, E ).
2. Tax assessment based on the correct square footage and improvements for the property is {$430000.00} for the tax year XXXX as listed on the City of XXXX Property Assessment Website. The BPO lists the value of the property as {$36000.00} below the current tax assessment for this property using outdated/factually incorrect gross living above-grade square footage. This is a serious discrepancy that needs to be resolved.
3. The BPO lists the property as having forced heating when a permitted HVAC with Central Heat and Cool air is currently installed in the property which is visible in the Broker 's photos.
4. The BPO used listings 3-5 from the POINT BREEZE neighborhood when the current property is in the XXXX XXXX neighborhood of XXXX.
Although, the neighborhoods have the same zip code as XXXX the markets in terms of market value are totally different. The broker skipped several recent sales and listings on XXXX and XXXX XXXX and offered listed properties in a different neighborhood to come to their conclusion.
5. The current property has 594 square feet of below-ground semi-finished basement space but the broker lists this as 0 sq feet ( See Appendix C, D, E ).
Please kindly consider this as a request to appeal the decision of the BPO that was conducted based on factually incorrect property characteristics and therefore does not meet the burden of proof to support the factually flawed assessment.
Thank you and I look forward to a favorable adjudication of this appeal considering the supporting evidence ( both old and new ).
See Appendices A-E cited below for reference and supporting evidence.
Best,
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| 04/06/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Hello, I am writing to report an issue with my mortgage lender, Freedom Mortgage ( FM ). They wrongfully withdrew {$15000.00} from our escrow account in XX/XX/XXXX to pay a XXXX tax bill for a home that we have no association with.
We found out in XX/XX/XXXX when FM sent an escrow account disclosure statement notifying us that our escrow account is short {$9400.00}, and beginning XX/XX/XXXX, they are going to increase our monthly payment by {$2100.00} to recover the shortage. After investigating our escrow account activity, I found that FM correctly paid our {$12000.00} tax bill in XX/XX/XXXX and then incorrectly paid an additional {$15000.00} tax bill that is not ours.
I immediately called FM to resolve the issue and talked to a representative who said FM had XXXX parcel numbers listed on our account. I confirmed XXXX of the parcel numbers is ours, and the other is not. The representative said they would make a note on our account to delete the incorrect parcel number and transfer me to the tax department. The representative also recommended I call XXXX XXXX XXXX XXXX ( XXXX ) to confirm it is correct on their end. The representative from the XXXX department said they would investigate the incorrect parcel number, and FM should provide an update within XXXX business days. Afterward, I called XXXX and confirmed they only have XXXX parcel number associated with our address.
Equally frustrating is FMs lack of communication. After 10 business days without an update, I called back and had to re-explain the issue to different representatives. They said there was a note on my account that there would be an update by XX/XX/XXXX. Without an update by XX/XX/XXXX, I called again and talked to a different representative, who said she would contact me directly by XX/XX/XXXX. Still without an update by XX/XX/XXXX, I called yet again and talked to different representatives who said there was a note that FM would refund our escrow account within 90 days - after they received the money back from XXXX XXXX. I asked if I would be notified when the refund hit our escrow account, and they said they did not know.
Additionally, I asked them to drop the additional {$2100.00} from our monthly payment while we wait for the refund and was told no multiple times before a representative was able to escalate my request. She said they would call me by the end of the day to let me know if it was granted. I did not receive a phone call, but on XX/XX/XXXX, the amount due XX/XX/XXXX was back to normal.
I believe FM should have to take responsibility for their mistake, and it is unacceptable that I had to follow up several times to avoid additional, wrongful payments. In order to resolve this issue, I believe that FM should have to : 1. Immediately refund our account {$15000.00} and notify us upon receipt.
2. Rerun an escrow analysis and resend an escrow account disclosure statement.
3. Provide a written explanation of the findings of their investigation, specifically what caused the mistake and proof that it has been resolved and will not reoccur in XXXX.
Thank you for your help.
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| 01/19/2023 |
Yes |
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- Struggling to pay mortgage
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Web |
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XX/XX/XXXX Applied for assistance to XXXX XXXX XX/XX/XXXX XXXX electronically requested documents to bring the loan up to date XX/XX/XXXX I Called Freedom Mortgage to request an update on the status of the documents requested. The response was that there was no record of such a request and that the department had documented any interaction with XXXX XXXX XX/XX/XXXX I Called XXXX XXXX requesting an update on the application, and they stated they still had not received any communication from FM.
XX/XX/XXXX I Called XXXX and spoke to supervisor XXXX, who confirmed that XXXX department that handles communication with XXXX XXXX had no record of action from that department nor any pending actions. I reiterated that XXXX XXXX has electronically requested documents to help bring my load current on XX/XX/XXXX. He stated there was no record of any pending actions and that he would email that department and place a XXXX hold on my foreclosure. He recommended I call back after the holidays and that someone would reach out to me via phone with further information. I confirmed my application #, and the best way to reach me. I had a HUD XXXX XXXX XXXX with me on the phone for both calls on XX/XX/XXXX.
XX/XX/XXXX I Followed up with a call to XXXX at XXXX XXXX and asked for an updated and if there had been any communication between XXXX and the program. They stated they had not received any information. They also confirmed that an initial request for documents was sent on XXXX, and a request for escalation was submitted on XX/XX/XXXX.
XX/XX/XXXX I called XXXX with a requested update. The agent stated that no pending actions or communication from the department had been conducted since XX/XX/XXXX and that no communication was responded to either XXXX XXXX or XXXX, the supervisor who had sent an email on XX/XX/XXXX. I was told XXXX as on not available/at the office.
XX/XX/XXXX I Called the HUD XXXX ( XXXX XXXX XXXX ) and explained the frustration of my situation and the history of calls with XXXX. We both called XXXX and spoke to rep XXXX, and she confirmed the history of calls on the dates above, communication, and email request. She also confirmed the internal correspondence conducted by supervisor XXXX to the team in charge of communicating with XXXX XXXX. She also confirmed there were no pending actions or communication with XXXX XXXX. She submitted a reinstatement letter and stated that I should send prof that XXXX XXXX is awaiting XXXX response. HUD XXXX recapped the conversation. However, we did not get any answers clarified as to why XXXX has not responded to XXXX XXXX in over 60 days ; it has affected my credit and employment and created an unnecessary burden on an account that could have been resolved already. My home is currently in active foreclosure. As you can see, I have tried over XXXX times to advocate for myself and help my loan come current ; this mishandling of coordination on Freedom Mortage is unacceptable, and its leadership should be accountable. Please see the document in file for pictures and proof of account status.
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| 03/08/2021 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
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On XX/XX/XXXX I closed on a VA streamline refinance at my home with a notary. I was contacted by the closing company, XXXX XXXX, on XX/XX/XXXX to inform me they had lost the closing package in their office. They instructed me to contact Freedom Mortgage for information about how the error would be resolved.
When I contacted Freedom Mortgage on XX/XX/XXXX they confirmed that they were aware of the issue, but it was unprecedented, and it would take some time to resolve. At this time they confirmed my original mortgage had been paid off. No time frame was provided for resolution. No communication was received from Freedom Mortgage the following week.
Saturday, XX/XX/XXXX my wife logged into our online portal. It showed our original mortgage had been re-instated, a payment was due, and late fees had been applied. The Freedom Mortgage escalation team was able to remove the late fees, but unable to confirm if a payment would need to be made. They assured me I would hear from someone on Monday to clarify and provide additional information.
I received a call Monday from a Freedom Mortgage representative, who agreed to call me back at XXXX. I did not receive another call that day. I sent an email to the XXXX of Freedom Mortgage that night to ensure he was aware of the unprecedented situation and request his oversight to ensure a swift smooth resolution. I received no communication from Freedom Mortgage on XX/XX/XXXX.
I called Freedom Mortgage on XX/XX/XXXX. I spoke with a member of the escalations team who assured me I would hear back from the person taking care of the issue by the end of the day. I had not heard back by XXXX, so I called back and was put in touch with XXXX XXXX the exception handling- team lead assigned to my issue. She informed me that a request had been submitted to take care of the mortgage payment in question, but had little information to offer on the process moving forward.
I have not received any documentation of the error, nor have I been provided any clarification or transparency as to how this issue is being resolved other than I will need to close again. I have not received documentation of the loan payment they claim they made on XX/XX/XXXX. It is unclear if they are asking me to close on the same loan, or a new loan. They have scheduled me to close again on XX/XX/XXXX.
I have asked on several occasions for documentation of this unusual situation for my records. To date Freedom Mortgage has only provided a letter from XXXX XXXX stating that the closing had to be canceled with no mention of why. I asked for the reason of the cancellation of the closing to be included. I was informed this morning by XXXX XXXX at Freedom Mortgage that XXXX XXXX would not provide another statement. Upon contacting Mortgage XXXX, they confirmed they are in fact in the process of drafting the requested letter. They did not provide a time frame the documentation would be available.
It would appear this error has been mishandled in many ways. Any oversight your organization can provide in this unusual situation would be appreciated.
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| 07/20/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Servicemember |
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This shall be the fifth complaint about Freedom Mortgage and frankly I am very tired of their XXXX poor customer service and fake ID 's, not responding to letters sent via US Postage and not following Federal Law now. My first complaint was processed on XX/XX/XXXX and I mentioned about my pump house going out and I had spoken to a few account reps but would get a call back and nothing was documented on my account. Let it also be said this is yet another time Freedom has managed or purchased my loan. So I got a friend to witness all the calls and submitted at least on 20 different occasions my paperwork for loan modification that Freedom denies receiving although I have provided fax transcripts and signatures of people who signed for those documents. Then the people who respnd to these things it is my belief are not actual people or real names since the Post Office is unable to locate these phantom people. Finally they accuse me of not communicating ; which is one thing I have done quite a bit. I just refuse to speak to any robo call and those who say their names are not telling the truth. So fast forward to XX/XX/XXXX ; I received a letter stating I owed XXXX, XXXX USD and that includes the current month. So I sent a check for {$2000.00} to cover XX/XX/XXXX and XX/XX/XXXX payments and so I would be current with mortgage payments minus the late payments. Freedom did not apply the payment as required by Federal Law, and in fact since XX/XX/XXXX 2016 they have not been applying my payments as the law requires. I sent a letter to Freedom and they have said they will look into the matter and also asked to have my account audited for payment accuracy and have yet to hear from them with a exception of they will get back to me. I will add this is the very first letter that I have sent to them out of several complaints that they have actually responded too. As I understand the written law the bank must apply the payment in complete as long as it covers the principle, Interest and escrow and the late charges are to be dealt with separate. So rather than now owing them over 3k like the letters they have sent I should be current minus owing late fees which according to Federal law the last 2 months of late fees and home inspection fees are fraudulent and not legal. So hopefully now before that XXXX XXXX in the White House makes this Organization go away hopefully we can get this corrected. EDIT if you look at the previous replies from Freedom neither were followed through by the company. They say a " Payment Plan '' was offered but in American to have aupdated contract or a contract both parties must agree to the conditions of the contract. This party had zero knowledge nor would I have been able to pay such a high plan. It is explained in detail in the complaint prior to this one. Also please note that Freedom never closed out or responded to the prior complaint which is their way of doing business ; and I do not see it getting any better. I never asked these thieves to buy my loan and this is the exact same thing the FTC fined them for a few years ago.
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| 02/20/2017 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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Freedom Mortgage has been aware since XXXX XXXX they owe me {$3100.00} from XXXX duplicate mortgage payments and has taken no steps to remedy the issue.
In XXXX or XXXX XXXX, my mortgage was sold to Freedom Mortgage. My automatic payment for my previous mortgage company was no longer valid, so I called to make a payment, then attempt to set up automatic payments. My first attempt at setting up their automatic payment was unsuccessful, and I never received confirmation that the automatic payment process went through. Both my XXXX and XXXX mortgage payments were one-time payments. In XXXX, I set up automatic payment for my mortgage through my bank because I was unable to do so through Freedom Mortage 's website. The only correspondence I received from Freedom Mortgage in XXXX XXXX was three emails on XXXX/XXXX/XXXX through their " Secure Email Center '' with a password reset.
In XXXX XXXX, Freedom Mortgage began deducting my payment from my bank account. Again, I had received NO confirmation that any auto payment was set through Freedom Mortgage, so the automatic payment established through my checking account on XXXX/XXXX/XXXX ( and for which I have an email confirming its setup ) was also sending monthly mortgage payments to Freedom Mortgage.
In XXXX XXXX, I discovered the duplicate monthly payments and contacted Freedom Mortgage. I was instructed to email with proof of duplicate payments, which I did on XXXX/XXXX/XXXX with a screenshot of my bank statement from XXXX-XXXX. I did not receive a response from the company acknowledging my email or a confirmation the email was received.
I contacted Freedom Mortgage today, nearly 1 month later, and was told " they never received my email, '' " they would escalate my request, '' and they " attempted to call me on XXXX/XXXX/XXXX to follow up on my issue, but could not leave a voicemail because the mailbox was full. '' This is a false statement ; I did not receive a call from them on XXXX/XXXX/XXXX, and my voicemail box has not been full. They have not made any attempt to correct this issue.
It is appalling to me that a financial institution can enact automatic payments without sending proof or confirmation of doing so. It is also egregious that emails sent to their customer care department, particularly concerning an escalated issue, go unanswered. This company has no regard for its customers, and its customers have no recourse other than refinancing to avoid working with this company.
{$3100.00} ( {$1000.00} x 3 months ) has been out of my bank account from XXXX, XXXX, and XXXX XXXX -- this money has not been available to me ; Freedom Mortgage has had access to my money and has accrued interest on my money, without authority to do so.
I would like my funds, plus interest, returned IMMEDIATELY to my checking account. I also urge an investigation of Freedom Mortgage 's customer correspondence practices and its process for establishing automatic withdrawals from customer accounts without sending correspondence confirming this action.
Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX MD XXXX XXXX
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| 12/30/2020 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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This is in response to a previous complaint that was closed for some reason without resolution. Freedom Mortgage has failed to address my issues. What they have said is false and illegal. I have reached out to a lawyer and reatin him if necessary. Please see below in regards to initial complaint # XXXX with the CFPB.
This letter is being sent via Certified mail.
This letter is in response to your statement regarding our mortgage and your failure to pay our insurance premium through escrow.
What you have stated is false information regarding coverage. I have kept all documentation as well as voice recorded information from Freedom Mortgage stating that I had insurance for said period between XX/XX/2020 and XX/XX/2020. As the responsibility of Freedom Mortgage being said lender, they must not simply " assume '' that we had coverage and had paid for this policy myself as this is why they hold my money in escrow, to pay these bills when they are due, and Freedom Mortgage failed to do so. The responsibility falls on you to assure that their account holders are in fact insured and paid in full and on time. I was never contacted by anyone during this time period to inform me that we were not insured. As stated earlier, we have recorded proof as well as physical documented proof that Freedom Mortgage stated to me that we were insured at the time damage occurred. Additionally, we sent a certified letter to Freedom Mortgage specifically stating that they are NOT authorized to place lender placed insurance on our home and bill us for this, as the lapse of insurance is their fault. I am confused as to how they are pinning this on us. Federal law requires a loan servicer to send notice to the homeowner at least 45 days before it buys force-placed insurance. The servicer must then send a second notice ( a reminder notice ) no earlier than 30 days after the first notice and at least 15 days before charging the borrower for force-placed insurance coverage. ( 12 C.F.R. 1024.37 ). These procedures were not followed, and again we are stating that Freedom Mortgage is in fact responsible for this mistake. One must ask the question, if we are required by Freedom Mortgage to have an escrow specifically for paying insurance and taxes, how do you simply assume that we paid it ourselves? We are asking for Freesom mortgage to either pay the forced insurance in full, provide us with a {$1000.00} deductible that we should have had and assumed if Freedom paid our premium as required.
In conclusion, I am expecting a timely response from you regarding my above statements. I will also be requesting any recorded phone calls that were made between myself and Freedom Mortgage. I have contacted the VA regarding this matter. Additionally we have retained legal counsel. The firms contact information is listed below ; they can be contacted via XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, GA XXXX ( XXXX ) XXXX Perhaps if Freedom Mortgage fails to remedy this situation, perhaps the court will.
Regards, XXXX XXXX XXXX & XXXX XXXX XXXX XXXX XXXX XXXX XXXX, GA XXXX ( XXXX ) XXXX
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| 04/12/2018 |
Yes |
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- Trouble during payment process
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Web |
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Hello, I have a 30 year fixed rate FHA loan that was initiated in XX/XX/XXXX at 3.75 %. The loan is held by Freedom Mortgage and they have tried repeatedly to get me to refinance to a higher interest loan. The next year I bought another property to live in and started renting out the home with the FHA mortgage. Often the renters are late in paying, and in XX/XX/XXXX I had helped my son and his family move to their new duty station at XXXX XXXX. Between the two I was very late sending in the XX/XX/XXXXpayment. It was sent by my regular bank on XX/XX/XXXX and should have been received by XX/XX/XXXX. I have used this service since XX/XX/XXXXwith no issues, I thought. My regular payment is now {$1400.00} after an increase in taxes and insurance costs. I sent in {$1500.00} to cover the {$56.00} late fee I owed by that time.
In XX/XX/XXXX I started receiving notices that I was over 30 days delinquent on the account. I called Freedom Mortgage to find out if they had just applied the check or had credited the check to another account by mistake. They couldn't tell me where it was and I contacted my bank to find out what their system said. It hadn't been cashed as of XX/XX/XXXX. I called Freedom Mortgage, told them I was stopping payment on the check and would pay for XX/XX/XXXXand XX/XX/XXXX as soon as my bank had the last check back in my account. On XX/XX/XXXX I scheduled payment through Freedom Mortgage 's system for the next day for {$3000.00} to cover XX/XX/XXXX late fee and the XX/XX/XXXX payment with a little extra principle thrown in. Freedom Mortgage has a note on their bills that states payments made after the XX/XX/XXXX have late fees of {$56.00} added to the bill. They applied the {$1500.00} from the stopped check on XX/XX/XXXX, miraculously finding it after I told them I was blocking it. They pulled {$1600.00} back out on XX/XX/XXXX then put {$160.00} in again ... except their system doesn't tell me where the {$160.00} went, and they charged me a late fee for XXXX.
Now I have a {$20.00} fee for the stop payment that Freedom Mortgage representatives told me would not be assessed, {$160.00} I have no idea where it went, and two months of late fees pulled out of the payment made on XX/XX/XXXX. I have looked back at my bank 's records for how long they're taking to credit my payments and it looks like it averages a week, sometimes longer. Freedom Mortgage shows that almost all of the extra money I have sent has been used for " late '' fees even for those months where I can show they received their money before the XX/XX/XXXX. It seems to be a pattern where they hold on to the checks that extra bit of time so they can charge a late fee. The XXXX payment has been made ( through Freedom Mortgage 's payment system ) and I have {$110.00} for late fees charged to it ( I sent in {$1600.00} for the extra principle ), in addition to the {$110.00} charged to the XX/XX/XXXX/XX/XX/XXXX payments. For some reason they broke up the extra principle into a {$160.00} payment and a {$49.00} payment, maybe to confuse the theft of {$160.00} in XX/XX/XXXX.
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| 02/07/2022 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I started my process to refinance with Freedom Mortgage with the option of cash out XX/XX/XXXX. I was told that this process could take up to 45 days to complete and to stay current with my mortgage payments and not to apply for any new credit. I was prompt in submitting any documents that were requested from me through out this process. Once I submitted my initial paperwork, everything was transferred from my loan officer to a customer care specialist. This young lady 's communication has been poor from the beginning. The only way I was able to get an update or told if more documentation was needed from me was when I called in to check myself. All communication has been initiated by me. There was a time when she was out sick and I was unable to reach at all. My loan officer has tried to get updates and share them with me whenever I reached out to him. I have been asked for my tax information at least 3 times. Verification of employment was needed from my previous employee as well as my current. I am still confused as to why. The appraiser had to come to my home twice because pictures of my attic was needed. The second time he came, I had to find the number and reschedule the visit XX/XX/XXXX. I was told that this was all that was needed. They claimed to not be able to reach the HR dept for the VOE of my previous employee. When asked to provide a contact, I obliged them but them never took the initiative to reach out. I took it upon myself to contact them so that they could submit documentation. At this time this was allegedly the only thing needed to go to final underwriting. That was submitted on XX/XX/XXXX. It is now XX/XX/XXXX and my file is still sitting and waiting for final review. As I stated before all of the extra documentation/red tape that I had to go through was never communicated to me until I called and asked questions. I did all of the legwork on this refinance and submitted every single thing that was asked and I STILL have not closed. It has been over 60 days. No one has been able to give a direct answer on a closing date or when my file will be review for final underwriting. I was under the impression that it was in underwriting and that is why all of this other documentation was requested. It has not even reached underwriting yet to be finalized. I feel like I have been given the run around through this entire process. Managers and customer care specialist do not return emails or phone calls in a timely manner if at all. There have been two kind individuals ( buffers ) throughout this whole process, but it seems that all they can offer is to send emails on my behalf.
Furthermore, this is not my first time refinancing with Freedom Mortgage. My first time was a smooth and seamless process, but this time has been beyond frustrating. Again as of XX/XX/XXXX, I still have not closed on my refinance.
Tentative Closing date : XX/XX/XXXX XXXX appraisal XX/XX/XXXX Asked to increase home owner 's insurance XX/XX/XXXX 1st appraisal complete XX/XX/XXXX 1st appraisal request property access XX/XX/XXXX Refinance began XX/XX/XXXX
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| 04/22/2023 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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There was an increase in homeowner 's insurance in XX/XX/XXXX from {$1800.00} to {$3600.00} ( plus {$1700.00} ). I contacted Freedom Mortgage customer service in XX/XX/XXXX to discuss how to fund my escrow account to make up for the increase in insurance payments. I was told making extra payments to my escrow account would prevent an increase in mortgage payments. Between XXXX through XX/XX/XXXX, I made extra payments to my escrow account in the total amount of {$1600.00} ( shy {$150.00} for full repayment of the increase in homeowners insurance ). In XXXX, I contacted Customer service to inquire how this would affect my upcoming payments and received conflicting information and was told there was no way to estimate anything because the Escrow analysis was not done. I asked multiple times for an explanation about how the analysis was done and how my increased payment would be applied. I provided the new homeowners insurance amount as well as the probable tax payments, but never received understandable information. I spoke with 2 or 3 individuals, including a manager. Escrow analysis in XXXX showed a shortage of {$1200.00} and an automatic increase in my escrow payments to cover the new insurance and slight increase in taxes. By my calculations, the new increase in payments is $ XXXX leading to {$470.00} XXXX {$620.00} as the new escrow payment ( not {$620.00} as shown in the Escrow analysis ). I spoke with several representatives betweenXXXX and XX/XX/XXXX including a supervisor ( # XXXX ). No one could explain 1 ) how the extra {$1600.00} in escrow payments were included in the escrow analysis 2 ) why there was a shortage ( despite the increased escrow payments ) - I was told this was a cushion that was arbitrarily calculated but was not given an explanation about what triggered this increase ( I was told it was not the negative balance resulting from the XXXX increased payment in homeowner 's insurance ) and 3 ) The mortgage company did not provide an option of paying the difference in increased insurance and taxes ( a difference of {$1700.00} ) as one lump sum into my escrow account to avoid the increase in mortgage payments. 4 ) My new escrow monthly calculations based on the increased insurance/taxes differ from the company 's. I was told that once the analysis was done, there was no way to change the escrow payments. Basically, even the supervisor ( # XXXX ) could not answer these questions. The call on XX/XX/XXXX was recorded in which I made clear the issues that were of grave concern to me. Thank you for investigating. This company has poorly trained customer service reps who give inaccurate and wrong information. It is very difficult to ever get anyone to respond to any complaints ( I have had several over the years with no responses whatsoever given ). Even the CEO fails to respond to letters personally mailed to him to try and address issues. Hence, I submitting this complaint to try to get clear and accurate answers and have any mistakes rectified not to mention an apology for the dismal service provided. Thank you!
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| 03/11/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Let me first disclose I work in the XXXX XXXX and XX/XX/XXXX for a super regional bank. Therefore, I understand how this process should work and I honestly have lost my patience.
XX/XX/XXXX logged in to the Freedom Mortgage website and entered a request for the rules to recast a mortgage.
XX/XX/XXXX receive an acknowledgement in the message center the message has been forwarded to the appropriate department.
XX/XX/XXXX I receive a letter from Freedom Mortgage that included the recast rules.
XX/XX/XXXX per the instructions in the letter I sent a written request to Freedom Mortgage XXXX. XXXX XXXX XXXX, IN XXXX to recast my mortgage along with two separate checks. One {$50000.00} cashiers check for the curtailment portion of the recast and a {$250.00} recast fee check.
XXXX XXXX I check my pay history on-line and I see the recast fee and the curtailment were posted to my mortgage account effective XX/XX/XXXX.
XX/XX/XXXX around midday I called in to check on the status of the recast. A gentleman answered the phone and during the authentication process asked me if I was the primary borrower? I told him I was the only borrower to which he replied " A strong independent woman I love it '' along with additional comments about girl power. That's my first issue. Second he told me it would take approximately 30 days to complete but other than that not helpful.
XX/XX/XXXX XXXX I called Freedom Mortgage, the hold time disclosed was 21 minutes. I held and the call was answered in approximately that timeframe. I spoke with XXXX, agent # XXXX I explained about the recast and told her I had not received any recast modification documentation. She seemed to understand and put me hold, a few minutes later a completely different gentleman answered and asked how he could help me. I explained I was in the middle of speaking with XXXX who put me on hold, I'm not sure how I got to him. He asked me if I called Servicing or was I sent there (? ). I explained I called Servicing and I was getting help on my recast. He apologized and said he'd get me back to that team. At which point he transferred me I was put at the back of the queue and had to hold all over again. Then agent XXXX XXXX answered I asked her to please not put me on hold and I went through the recast question again. I could not understand why I had not received an acknowledgement letter ( which I believe is required 5 days after receipt of my request ) and/or the recast modification. XXXX then is half talking to me and herself, that I need to be assigned to a SPOC. I questioned why a SPOC which is usually reserved for Loss Mitigation customers. XXXX said that's what needed to happen but nobody had opened a request and basically the gist of it is nothing was happening on my recast. She told me a recast actually took 45 days ( different timeline that I was first told ) and for me to call back on Friday ( XX/XX/XXXX ) or Monday ( XX/XX/XXXX ) to see if my request had been answered. At which point the call ended which all in took an hour and 8 minutes ( per the timer on my work phone ).
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| 11/12/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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In XX/XX/2019, I was informed that my escrow account had a shortage just under {$900.00}. I called Freedom Mortgage and informed them that the shortage amount was incorrect due to an inaccuracy in my school district residence tax. The shortage should have been around {$750.00}. I had a pleasant experience with the customer service representative, who asked me to submit for a new escrow analysis in writing. I did this on XX/XX/2019.
I was required to submit the shortage amount before the end of XXXX. I had not heard from the company before calling on or around XX/XX/2019. It was at that time that I was informed an additional escrow analysis could not be performed because it was under the companys required difference amount of {$250.00}. I was quite frustrated with this case, and let my displeasure be known. Afterward, on or around XX/XX/2019, I paid the full escrow shortage of approximately {$900.00}.
In the meantime, I was looking to refinance with another company. On XX/XX/2019, I called Freedom Mortgage to see if my escrow account could be dropped. I was sick of dealing with shortages and terrible customer service, and wanted to settle taxes and insurance on my own. I was informed that in order for the account to be dropped, I would need to have no liens on the property, have good payment history for 12 months, have a mortgage that is over 2 years old, and also have 80 % loan to value based on the original sales price ( not appraisal value ) of the house.
Upon hanging up, I talked to a trusted mortgage broker who told me this practice was unlawful. I immediately called Freedom Mortgage back and informed them of such. The tune very quickly changed with this customer service representative who told me she was unaware of the 80 % LTV practice and that the only stipulations were to have no liens, have good payment history for 12 months, and have a mortgage that is over 2 years old. Since I met these requirements, she suggested I submit in writing to the company my request for removal from an escrow account service. I sent an email to this effect on XX/XX/2019.
Additionally, during this second phone call, I was informed that a second escrow analysis was conducted in XXXX, which resulted in the lowering of a monthly payment by approximately {$10.00} and also reimbursement of approximately {$170.00} from the overage escrow payment in the amount of approximately {$900.00} from XXXX.
On XX/XX/2019, I was informed that the stipulations are as follows : would need to have no liens on the property, have good payment history for 12 months, have a mortgage that is over 2 years old, and also have 80 % loan to value based on the original appraisal value of the house. The company would not honor a reappraisal of the property.
I firmly believe this practice is predatory and requires consumers to have funds in escrow much longer than what they should be, since the appraised value of a home will generally increase over time. To not honor a reappraisal is poor business practice, which only benefits the business and not the consumer.
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| 01/28/2020 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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I was aware that I'd fallen behind 1 month on the mortgage but was not aware that I had somehow fallen 2 months behind. I received the statement at the beginning of XX/XX/XXXX telling me that I owed two months worth of payments Plus {$500.00} in late fees and additional {$200.00} in miscellaneous charges. I get paid every other week so my mortgage is always late because I don't make enough money to pay my mortgage by the XX/XX/XXXXto avoid the late fee of {$29.00}. I've been sending an additional {$100.00} per month for the last 12 months to cover any late fees and miscellaneous fees due to the check being late every month. the total amount in late fees that I paid as stated on my checks that I sent them with my statement due was {$830.00}. I received three separate bills from them 3 days apart for three different amounts of what I was supposed to pay to avoid foreclosure on my home. I borrowed money from a relative to pay the highest amount which was {$2900.00}. I've encountered an issue with Freedom Mortgage before where they get my check on time for the mortgage payment but they hold it until after the last date possible to cash it and then impose a late fee on me. So to save our home I paid {$25.00} to have the payment sent overnight mail certified signature required. It was received on 1/23/2020 and all them my mortgage account shows the payment was received today 1/27/2020, they still have not cashed it. I also sent me this payment copies of the three separate bills they sent me three days apart showing three different amounts and a statement showing my check number the month mailed and the amount and how much was paid in late charges with each check that I sent in. I also inquired why they were charging into their {$500.00} in past owed late charges in addition to another {$200.00} in fees. You can't get ahold of anybody by the phone didn't respond to you in the shuffle you around until you finally get someone who just hangs up on you. When reviewing my online account today with them and they charged me {$20.00} six separate times. In one day with no explanation. I want to know where the {$830.00} I sent over the last 12 months and late fees went and where the other {$700.00} in late fees and miscellaneous charges is going. They are misusing my hard-earned money to pay my mortgage. I just mail XX/XX/XXXX payment today. But I mailed in two separate checks. one is for the mortgage payment and the second check is for {$29.00} which is the late fee and specifically stated my reasoning for two separate checks because they are misusing my funds when I mail them a check. I'm trying to save up {$1100.00} so I can go online on the XX/XX/XXXX of each month and pay the mortgage timely without having to worry about the misusing my funds. However this is been an issue every XX/XX/XXXX or XX/XX/XXXX for the last three years with this Mortgage company. I want my mortgage sold to a different finance institution who won't abuse my mortgage loan and threaten to foreclose on my home when I'm making payments on my mortgage every month.
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| 02/16/2023 |
Yes |
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- Struggling to pay mortgage
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Web |
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XXXX. I am the homeowner/borrower in the instant case.
XXXX. I own a single-family residence located XXXX XXXX XXXX, XXXX, New Jersey XXXX XXXX I purchased my home on XX/XX/XXXX.
XXXX. The purchase allowed me to realize my goal of becoming a homeowner.
XXXX. I am a single parent of four children.
XXXX. The purchase also allowed me to provide a high quality, safe, nurturing environment for my family.
XXXX. In XXXX or XXXX I had financial difficulties which resulted in several missed mortgage payments.
XXXX. To address the missed payments and the other financial difficulties I filed a XXXX XXXX XXXX case in XXXX.
XXXX. During the case I endeavored to obtain a loan modification so that I could retain my home and resume regular mortgage payments.
XXXX. During the last year of my XXXX XXXXXXXX case I was offered a loan modification by Freedom Mortgage.
XXXX. In or about late XXXX or early XX/XX/XXXX, my mother and I signed the loan modification documents provided by Freedom Mortgage.
XXXX. My attorney XXXX XXXX XXXX, XXXX notarized the documents and sent them to Freedom Mortgage.
XXXX. In various conversations with Freedom Mortgage, they have acknowledged that they received these documents on XX/XX/XXXX.
XXXX. I commenced the payments required by the loan modification in XX/XX/XXXX. I made every payment required in a timely fashion.
XXXX. In XX/XX/XXXX I noticed that Freedom Mortgage had not cashed my check 16. On XX/XX/XXXX I spoke to XXXX, a customer service representative with Freedom Mortgage. She advised everything is fine with your modification and you dont have to worry about anything. She further advised that loss mitigation approved the loan modification, and someone will call me.
XXXX. On XX/XX/XXXX I spoke to another representative with Freedom Mortgage that indicated my loan modification was being rejected.
XXXX. The representative indicated that Freedom Mortgage had an issue with the signatures on the loan modification agreement and had sent a new loan modification package to my and to my attorney on XX/XX/XXXX.
XXXX. The representative also claimed that Freedom Mortgage attempted to contact me numerous times and sent various correspondence requesting that I contact them.
XXXX. I have never received a letter, phone call or voice mail that the loan modification documents were defective and needed to be resigned. From my conversations with my attorney, he has indicated that he did not receive notice of any issues either.
XXXX. I performed as required pursuant to the terms of the loan modification.
XXXX. From what I can gather the issue with the documents is clerical, or ministerial and should not prevent the agreement from being enforced.
XXXX. For the reasons above I respectfully request the Court enter an order requiring Freedom Mortgage to accept my payments and honor the terms of the loan modification agreement I entered with Freedom Mortgage.
I CERTIFY THE ABOVE STATEMENTS ARE THE TRUTH. I UNDERSTAND THAT IF ANY OF THE ABOVE STATEMENTS ARE WILLFULLY FALSE, I COULD BE SUBJECT TO PUNISHMENT.
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| 04/20/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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XXXX XXXX : I was informed that Bank check mailed by XXXX to Freedom Mortgage was returned with Insufficient Funds. I called Freedom Mortgage immediately to let them know that I intended to correct the error the next morning ( XXXX/XXXX/16 ).
XXXX XXXX : I Made ACH payment to Freedom Mortgage, and made deposit the very next morning into my XXXX checking account.
Freedom Mortgage re-submitted check that originally had insufficient funds and it cleared with XXXX on XXXX/XXXX/16.
XXXX XXXX : Call from Customer Rep. from Freedom Mortgage who said I owed the XXXX payment. I faxed copy of cleared check and bank statement for XXXX.
XXXX XXXX : I went to meet with my bank officer and had her pull up my bank statement and copy of the cashed check ( no money paid to Freedom Mortgage has ever been returned to my checking account ). That same day ( XXXX XXXX ) I called and spoke with a Freedom Mortgage Rep. and faxed a copy of the cleared check and a copy of my bank statement showing the full mortgage payment from my account.
XXXX XXXX I called Freedom Mortgage to verify fax sent XXXX XXXX was received. ( I have had to call them most every time- they rarely return calls and do not permit customers to speak with people in " Cashiering '' - the people who know the system and the payments ) XXXX XXXX : I called to check on the status of my case. I was told by Rep. that it was being investigated and to wait until Monday XXXX/XXXX/16.
XXXX XXXX : I called to check on the status ( not willing to wait til XXXX ) and was told by Rep. that he would put in a work order for me - there was none on record!
XXXX XXXX I received a call from Freedom Mortgage saying I needed to pay my XXXX payment. I explained that it was under investigation. I made a ACH payment over the phone with the Rep. ( again ) with the agreement that once the XXXX issue was resolved ( which I had submitted proof with the cleared check and my checking account history for the entire month of XXXX as requested ) that the ACH would be applied to my XXXX payment.
XXXX XXXX I called and spoke with another rep. who told me she would contact Cashiering and get back to me with a resolution no later than XXXX XXXX.
XXXX XXXX : The ACH cleared.
XXXX XXXX I received a call from the rep. I telling me that all was clear for XXXX and XXXX and I was good until XXXX XXXX ( and no late fees, or charges as they were received within the grace period.
XXXX XXXX : Received call from a Rep. stating that I owe for XXXX, XXXX and XXXX and the loan is in default ( also received letters stating the same dated XXXX XXXX & XXXX XXXX ).
Later on XXXX XXXX I faxed from XXXX another copy of cleared check for XXXX payment and another cleared check for XXXX payment. Both checks have been processed and cleared my account. Also faxed a print of transaction history showing checks cleared and ACH debit with trace # cleared on XXXX XXXX to Freedom MTG Pymts. ( which was to be applied to XXXX payment ).
As of today XXXX/XXXX/16 my loan with Freedom Mortgage is showing past due for XXXX XXXX and XXXX.
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| 09/28/2015 |
Yes |
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- Credit decision / Underwriting
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Web |
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To whom it may concern : In XXXX of this year I initiated a loan request to purchase a home. I have jumped through hoops to satisfy the bank we are dealing with. We had a credit card that had not been paid for {$1100.00} that they required we pay off. We paid that last Friday thinking that was the last hoop to jump through. Then they required that we deposit XXXX house payments with the bank to get approval. In addition we already made a down payment of {$4800.00} and {$100.00} in earnest money. Also paid for the appraisal.
The house was originally priced at {$130000.00} by the realty company but has been reduced to {$130000.00} to meet the lower appraisal. We are requesting a 30 year loan which when the down payment is applied the loan will be less that {$130000.00}. Short of requiring our youngest child to be used for collateral we have done all we can to meet this requirement.
We may not be the perfect or usual?? American family. We have XXXX children and we are both in college. XXXX has completed his first 2 years of college in XXXX and recently graduated. He is attending college part time working towards a XXXX and had has a permanent full time position as a XXXX.
I am also enrolled in college pursuing a degree in XXXX XXXX XXXX.
Our landlady is putting up our house for sale. At the time we leased from her it was difficult to find adequate housing because of the number of children. We rent a XXXX bedroom XXXX XXXX bath house with a large fenced yard for {$900.00} a month. The house is well kept in a nice neighborhood. In addition, the house has a large yard fenced in back yard with a garage and oversized patio. Perfect for our family.
Schools are nearby as well as shopping and access to highway and major streets for easy commuting to and from work, shopping, library, hospital and other services in the community. The perfect house for a low income family and an opportunity to raise our kids in a no crime area.
We have had challenges and have responded honestly and transparently and yet we are unable to get approval for this loan. We have had a closing date since the XXXX of XXXX and every few days are we are given a potential new date. This last request added on at this time to deposit 3 months of house payments which we did seems a ploy to sabotage us and discriminate against us and prevent us from getting a loan at all costs. At closing they are still requiring taxes and insurance in addition to whatever other fees they discriminately impose whether usual and customary or not.
We are forced to form an alliance with our families to provide monies to now comply with any other financial requests. I respectfully request your assistance and let me add that time to ask start this process all over again with a new application with a new bank is not an option for us as we have put the landlord/owner off time after time. As they continue to ask for more and more information and documents we have to continue to pay rent. Thank you for taking the time to look into this.
Thanking you in advance, XXXX XXXX
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| 10/08/2019 |
Yes |
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- Problem with a credit reporting company's investigation into an existing problem
- Problem with personal statement of dispute
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Web |
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I had previously requested from Freedom Mortgage that my late payment ( paid 34 days late ) be removed from my account and subsequently from the credit bureau. The reason for my request was not to dispute that I made a late payment. Instead, I was hopeful that Freedom Mortgage would consider the reasoning for the late payment and my plea for an opportunity to rebound from the mishap.
InXX/XX/2019 my husband was laid off from his job unexpectedly from his job. At the time he was laid off, I was XXXX XXXX XXXX. This caused a significant financial difficulties for our household but we continued to make ends meet, and as is evident from my account history, I did not miss a payment during this time.
OnXX/XX/2019, our first child was XXXX XXXX, and in the whirlwind of events that preceded our son 's arrival, I failed to make our mortgage payment of {$1600.00}, when it was due on XX/XX/2019. I did not ultimately make this payment until XX/XX/2019, which made it 34 days late.
This late payment appears to have been almost immediately reported to the credit bureau, as I was able to see my credit score plummet significantly thereafter. Through the use of a forecasting program, I was able to determine that if this late payment were removed, my credit score will likely increase at least 60 points. I have NEVER had a late payment reported to the credit bureau in my entire credit history, and was entirely shocked by its effect on my credit score, which I have worked so diligently to maintain. This was especially discouraging because I felt my reason for missing this payment was understandable. What I failed to do was to contact Freedom Mortgage to inform them of what was going on in advance or shortly after the missed payment, which may have ultimately helped my cause.
On XX/XX/2019, I spoke with an extremely helpful representative at Freedom Mortgage, and I explained my situation. I asked her if she could help me have this late payment removed from my account, and from the credit bureau, in hopes my credit score could bounce back. I explained to her my intentions to re-enroll in the AutoDebit option for my monthly payment, so I can avoid this issue in the future, which I have since done. She advised that I submit my explanation to Freedom Mortgage through their customer service email, in hopes that my request would be considered. This woman was very understanding and I hoped the agency would also extend the same understanding and remove the late payment.
On XX/XX/2019, I received a letter from Freedom Mortgage indicating they would not remove the late payment, as it was accurate as reported. From the beginning I indicated I was not disputing that it was 34 days late. I am very well aware of that. I am simply looking for some leniency given the situation and my credit history as well as just how negatively this one incident has impacted my score and ability to obtain any future credit.
For these reasons I have decided to submit a complaint through the CFPB, in hopes that it will be reconsidered by Freedom Mortgage.
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| 06/16/2021 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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Freedom Mortgage Corp XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, FL XXXX ) conducted XXXX escrow analyses on my account on XX/XX/XXXX and XX/XX/XXXX. As a result, my payment amount changed in XXXX and again in XXXX. I did receive a letter stating my new payment amount would change effective XX/XX/XXXX, but did not receive notification that my payment amount changed for XXXX. I paid my XXXX payment, but due to the XX/XX/XXXX escrow analysis, my payment was off by {$120.00}. Freedom Mortgage never applied my XXXX payment to my account and failed to contact me that my payment amount was insufficient due to the recent change. They claim they called me but never left a voicemail and it was not until XX/XX/XXXX did Freedom Mortgage send out correspondance that I was now missing both XXXX and XXXX payments, but in reality I had made XXXX payments. So, they applied my XXXX payment to XXXX and my payment sat in " unapplied fees '' status for more than 30 days. I called XX/XX/XXXX and after they removed late fees I paid them {$120.00} and then my account was brought current. I called again on XX/XX/XXXX to try and resolve the credit dispute with the company. XXXX, the supervisor I spoke to, explained the policy is black and white and the credit report sent for late payments was accurate and not " courteous '' adjustments will be made. I am not asking for a courtesy adjustment, I am asking for my credit to be restored due to miscommunication. Funny how the company can call me and email me weekly about refinancing my loan, but they state they called me XXXX times in XXXX and never left a voicemail regarding my account or payment being insufficient. I never received an email. Also curious how the company was quick to send communication about HUD and other government assistance programs but not apply funds paid to my account. Mistakes happen and but if you miss your payment amount by less than 0.5 % of the total due it can ruin your credit. Companies claiming they reached out, never leave a voicemail, no email correspondence, or someone realizing I have never missed a payment since the company assumed my loan and history of making payments account for trying to resolve and restore a customer 's issue. Voicemails are only for customers willing to buy more services and the never-ending upsell.
I have protected my credit my entire life and never missed a payment. Due to miscommunication and a company payment poor payment process, they are unwilling to assist me with the negative credit reports sent. The low line supervisor ( XXXX ) who claimed there is no other escalation path and that my issue is black and white and attempted to terminate the call, you wonder why mortgage companies like this go out of business more often than not. Don't take accountability for your poor communication or poor processes, just ruin customer credit instead and due a escrow analysis each month and take zero accountability or lack compassion to see how their processes are confusing cusotmers and causing inaccurate payment amounts to be sent.
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| 05/19/2021 |
Yes |
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Web |
Servicemember |
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I am refinancing a property in New Mexico with a VA IRRRL. From the beginning, the executive loan officer, XXXX XXXX, NMLS # XXXX, was hard to reach when needed and often required multiple follow ups ( trying to have phone conversation was virtually impossible ). I conveyed to XXXX multiple times in XXXX and XX/XX/XXXX all remaining closing costs that would not be covered by lender credits would be paid by us at closing ( " cash to close '' ). After I pointed out some initial errors with the loan documents, I was contacted to schedule closing in XXXX and we set up a date. XXXX XXXX was assigned as my customer advocate prior to closing and her intro email stated " My name is XXXX XXXX, and Ill be your Customer Advocate and primary point of contact moving forward. Im committed to providing you with excellent service and seeing that your loan gets scheduled to close as quickly as possible. '' However, my experience with the customer advocacy group was the complete opposite. We postponed closing a few times throughout XXXX, XXXX, and XXXX ( including today XX/XX/XXXX, which is why I am finally filing this complaint ) because Freedom Mortgage would keep issuing incorrect closing documents. I think every time they had the closing costs rolling into the loan despite me requesting every time to fix it for the next scheduled closing date. At least once the loan payoff amount was incorrect and nobody could explain where the figure came from ( i.e., did not match the current lender 's payoff quote ). Then today they quoted us a high amount for the cash to close because inexplicably the approved loan amount decreased and underwriting wanted us to make up that difference. Nobody could provide an explanation of how the cash to close figure was generated until after we postponed closing again, but it appears their research determined it was a mistake for the loan approval amount to be decreased. Our customer advocate and their supervisor, XXXX XXXX, have been quiet since early XXXX when we failed to close because Freedom Mortgage cancelled closing due to a property tax payment made by the current lender ( I can understand this is probably standard practice, but placed in the context of one problem after another it was infuriating ). The customer experience with Freedom Mortgage has been terrible, and this company has not been fully transparent and/or competent throughout the process. I can't prove this company has done anything illegal ( purposefully ), but I think some of their actions border unethical behavior, and certainly they've proven to be incompetent. Had I not been diligent on a separate loan ( which this one also had multiple closing date postponements ) they would have taken advantage of a veteran ( purposefully or stupidly, I'm not sure, by dropping out some of the lender credits that were promised ). Finally two employees do deserve recognition for trying to do the right thing. XXXX XXXX and XXXX XXXX, should be commended for trying to be helpful throughout this process ( XXXX has been especially helpful ).
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| 07/12/2017 |
Yes |
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- Trouble during payment process
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Web |
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The escrow analysis completed on XX/XX/XXXX and again on XX/XX/XXXX, is grossly inaccurate. Please consider this letter as a formal written complaint under RESPA. I have contacted Freedom Mortgage a number of times over the phone to attempt to resolve this matter informally to no avail. The analysis mistakenly estimates that the property taxes on the property located at XXXX XXXX XXXX, XXXX, IL ( PIN : XXXX ) will amount to more than {$8000.00} for the year XX/XX/XXXX and going forward. This is very clearly incorrect. The first installment of the XX/XX/XXXX taxes, which was paid out of this escrow account, amounted to {$2300.00}. The taxing body, XXXX County, estimates the first installment tax bill as 55 % of the total amount for the prior year. Based on simple arithmetic, the total tax amount for XX/XX/XXXX ( the last full year available ) was accordingly approximately {$4200.00}. This is approximately half of the estimate included in the escrow analysis. Put another way, Freedom Mortgage is estimating an increase of more than 100 % to property taxes within a one-year period. This is obviously incorrect. A look at properties on the same block as the subject property with similar assessed values offers further evidence that the escrow analysis drastically overestimates the taxes due on XXXX XXXX XXXX for XX/XX/XXXX and going forward. XXXX XXXX XXXX ( PIN : XXXX ), the neighboring house, has an assessed value of {$21000.00} and includes a homeowner 's exemption ; XXXX XXXX XXXX is assessed at {$22000.00}. XXXX XXXX XXXX 's taxes were as follows : {$2800.00} ( XX/XX/XXXX ) ; {$2800.00} ( XX/XX/XXXX ) ; {$2900.00} ( XX/XX/XXXX ) ; and {$3400.00} ( XX/XX/XXXX ) ; the first installment for XX/XX/XXXX was {$1900.00}. XXXX XXXX XXXX ( PIN : XXXX ), another similar property on the same block as the subject property, has an assessed value of {$20000.00}, but without a homeowner 's exemption as the subject property currently has. XXXX XXXX XXXX 's taxes were as follows : {$3100.00} ( XX/XX/XXXX ) ; {$3200.00} ( XX/XX/XXXX ) ; {$3200.00} ( XX/XX/XXXX) ; and {$3600.00} ( XX/XX/XXXX) ; the first installment for XX/XX/XXXX was {$2000.00}. Accordingly, an estimate of more than {$8000.00} for XXXX XXXX XXXX is almost comically overestimated. On XX/XX/XXXX, the escrow balance on the loan account is {$3900.00} - which is after the first installment of the XX/XX/XXXX taxes has already been paid. Based on a conservative estimate with higher than average taxes, the total amount of payments from the escrow account would not be more than {$5300.00}. That 's only about {$1400.00} more than is currently in the account only four months into the year. Even accounting for the cushion allowable under RESPA, the required escrow payments as listed in the escrow analysis are extremely inflated in violation of RESPA. Again, based current e of the taxes due for XX/XX/XXXX, the appropriate monthly escrow payment would be in the neighborhood of {$440.00}. Please correct these discrepancies immediately and refund any overage due.
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| 09/29/2022 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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On XX/XX/2022 I contacted Freedom Mortage and spoke with a gentleman named XXXX. I mentioned i wanted to learn more about my options for a home equity line of credit. I wanted to look at my options for consolidating my debts and fixing up my home. XXXX stated that he first needed to get some info to understand my debts and reasons to borrow. He said he would be looking over all of my options to work out some numbers and get back to me. When he called back later that day.he explained the proposed numbers ( before emialing them to me ) and told me to write these down. his focus of the conversation was about the apr, which of my creditors are getting paid off, and my savings per month. the terms i understood in asking specific questions were : im borrowing approximately XXXX at a 30year fixed rate of 7 % -my credit cards, personal loan and car loan are getting paid off and it would save me some money each month. there was no discussion about paying off my existing mortgage loan..just my other debts. XXXX then asked how that sounded and offered to email the paperwork. I told him i was confused about how the payments would work for this HELOC. I mentioned seeing the FHA info the the loan numbers looked different. so I asked if the XXXX I'm borrowing this will have its own loan info. ( again I'm trying to finance XXXX based on my homes equity ) He tells me its grouped together so I can make one payment to the same place under one number. he then says I can always pay it off early or pay more per month if I want with no issues. he then takes me through all check boxes that need to be filled out and then sets up my payment for the appraisal. I get a call on XX/XX/2022 from a nice lady with freedom mortgage ( I forgot her name I'm sorry ) and she said she wanted to discuss my next steps in the process and asked to recap my terms. She then advised me that my total loan is being REFINANCED a 30 year term and my current mortgage will be paid off in addition to my other debts. I thanked her for clarifying but told her i wont be moving forward with this. my entire conversation with the last gentleman was not clear I thought we had been speaking about a HELOC this entire time. I asked her how to start a HELOC and she said freedom mortgage does not offer HELOCs and she can not advise me on those products. she then offered me a generic website I can use to look for companies that do. she was polite and apologized about my experience. I asked her if she could have XXXX call me.. i feel he could have said told me this up front just like she did when i asked. She said she can ask him to call but not sure he will. I feel extremely mislead by his unfair sales practices. Had I been clearly advised their company doesn NOT offer Home equity Lines of credit there would be no confusion. not sure if this was intentional but thats definitely an unfair credit practice. I asked him to go over my options for a specific mortgage product and was handed something different. I imagine Freedom mortgage has better standards for service.
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| 06/16/2018 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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At closing XX/XX/XXXX of my refinance mortgage, I signed papers that said my new escrow account would be pre funded, that my first payment would be due XX/XX/XXXX and that my loan would possibly be sold, loan funded XX/XX/XXXX, maid check for XX/XX/XXXX Payment To XXXX XXXX XXXX, t but my mortgage was supposed to be deferred for 2 months XX/XX/XXXX, XX/XX/XXXX, but I signed the paperwork agreeing to a XX/XX/XXXX payment, out of lack of knowledge to the loan process. Mid XX/XX/XXXX I get a letter from new loan servicer, and owner /purchaser of my mortgage, freedom mortgage saying to stop all payment to old mortgage company XXXX XXXX XXXX XX/XX/XXXX but I had already mailed my check and XX/XX/XXXX the check i sent was cashed even though I gave plenty of notice asking for it to be forwarded, returned to me, or destroyed, see attached documents, and I was asssred it would be forwarded to the new loan owner. It wasnt, and wasnt reported, to my credit, or to the irs, except for the escrow amount included in the Payment which was forwarded as a cushion payment to the escrow account but In Truth no money was forwarded to fund the escrow and the $ sent over, that was applied to my escrow.was takin from my XX/XX/XXXX payment.that wasnt due to XXXX XXXX XXXX see attached documents, And the rest of my Payment wasnt subtracted from the loan principal it basically disappeared. No accounting of it, and still no payment to my escrow with the money estimated and takin from my closing, but when I got a wrong XXXX mortgage tax documents, I complained and it was adjusted, with a letter, from XXXX XXXX XXXX and freedom, apologizing for my experience with XXXX XXXX XXXX the first loan holder. Yet to this day the escrow account hasnt had the money, takin at closing aplied nor had my principal balance been corrected, and when I was told XX/XX/XXXX the was the last day XXXX could collect on payments, I never got the check or refund back, and the title company was instructed to pre fund the escrow, but ( according to XXXX XXXX ) the agent at the title company, the old loan holder, got the money for the cushion,, and they didnt forward the money to new company.. see attached documents, also freedom and XXXX have tried to send me new documents, once I caught the mistake, and change the wording in there disclosure letters I will attach those at a later date, this whole process has been going on this long because Im a XXXX veteran both companies are aware if that, Ive been discriminated against, Ive filed complaints with the XXXX act, and with the veterans administration , as XXXX XXXX XXXX attempted to sikence me by contacting the va and using my XXXX againsnt me saying I was harassing them and there stuff when I. Truth I was only asking legitimate questions and I got no answers so I got legal advice and i am basing my persistent validation of all XXXX based on information Ive been given, the evidence and proof is undeniable, and I couldnt get back to this any sooner as Ive also had a XXXX XXXX over the XXXX from All this.
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| 10/28/2019 |
Yes |
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Web |
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I was contacted by Freedom Mortgage on XX/XX/2019 by XXXX XXXX asking if I would be interested in reducing my interest rate on my current mortgage with them at no cost to me that Freedom Mortgage would be paying for everything that the only thing I would have to bring to the table was FHA upfront mortgage premium. After our discussion she sent me loan disclosures. She asked that I send her back a copy of a utility bill. I sent the information that afternoon and then called back on XX/XX/XXXX to verify she received everything. She said she did and I had several questions about the information. She at that time in fact said that after running the numbers while we were on the phone the loan would not have enough time to close in XXXX so I would be able to skip both XXXX and XXXX mortgage payments because it would close toward the middle to end of XXXX. I was thrilled especially since the holidays were coming up so I agreed to move forward. That is where the issue happened. After a week and 1/2 I had not heard anything so I called to check on the status. I was told not to worry they were working on it. I asked to have XXXX call me and left a message. She did not call back. I then sent an email. I did not hear back. I then got information via email on XX/XX/XXXX from XXXX XXXX telling me they were working on my information and if I needed anything to contact her. I emailed back because it said to stay current with my payments during this process and I asked about what to do about my XXXX mortgage that I wanted to make sure it would not count against me and XXXX emailed back on XXXX XXXX and said to make sure to continue to make my mortgage payments until I hear back. I then picked up the phone to call her and got her voicemail. I told her that concerned me because I was told I would get to skip my XXXX and XXXX payment to please have XXXX XXXX call me back to explain or could she call me. Again no return call from either one of them. I sent emails to both as well with no response. I then got an email on XX/XX/XXXX with closing documents. When I looked through the documents I was dumbfounded because not only was the amount I was to bring at closing doubled but also the closing date was within a week. I was told we would not close until the middle of XXXX and that is why I would be able to skip XXXX and XXXX mortgage. I emailed XXXX and XXXX and left another message for both. Still no response. I have left 3 additional messages for both ladies with no response to any of the phone messages or emails. I then called and asked for a manager. Last Thursday I spoke with a manager who said he would look into it and call me back Friday. It is now Monday evening and still no return call. I have called and asked for a manager and keep getting a voicemail of someone different each time. I left messages now for both girls managers and have been on the phone over an hour to speak with the escalation team and no one has picked up. This is absolutely ridiculous and I think they are attempting to try and churn loans.
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| 08/21/2020 |
Yes |
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Web |
Servicemember |
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I am a XXXX Veteran with a rating of 100 % and I live in Florida. Freedom Mortgage is my current mortgage company. In the month of XXXX, around about or close to the date of XX/XX/XXXX of 2020, I contacted Freedom Mortgage. I contacted Freedom Mortgage requesting to do a Streamline Refi, due to mortgage interest rates dropping. My current interest rate is 3.25 % .The Loan Officer assigned to my account and who took my information is XXXX XXXX XXXX XXXX XXXX Well after provider Mr. XXXX took all the requested and needed information over the phone, I received as verbal approval with an interest of 2.50 %.
While providing the need information to the loan officer assigned to work with me, Mr. XXXX, I explained that I was tax exempted due too my XXXX rating of 100 %. And due too my XXXX rating of 100 %, I am tax exempt within the state of Florida as added benefit. Once I received a copy of the Loan Disclosure information, the first thing I noticed is that interest is higher than quoted over the phone. The rate quoted was 2.50 % and instead the documents reflect 2.75 %. As I continued reviewing the documents, the next thing I noticed is errors throughout the loan paperwork which included tax errors, the cost of the balance of my home errors and the final loan calculation amount is higher that the original loan which has the monthly payment is higher.
I immediately called Freedom Mortgage, attempting to get in contact with the Loan office but he ignored my calls and repeated emails, in my attempt to address the errors. So I called the main line and explained the situation to intake person, whom ended up transferring my call to another department. As I was speaking with some from the another department I pointing out the huge errors in number, which appeared to me as something to obvious as if intentional. The person on the phone agreed that the mistakes where huge. He then expressed that he doesn't see how this was added in and missed but that they would correct the errors and get me new documents. Later learned that this gentleman worked in the Loan Expedition Department. Well nothing ever came of and from the Loan Expedition Department except broken promises.
Unsatisfied on how this is going I called back to Freedom Mortgage complaining of the situation and this time I was given the name of the Loan Officer Supervisor. The loan officer supervisor last name is XXXX, Ms. XXXX, I am unable to recall her first name. Well I spoke with Ms. XXXX at least three ( 3 ) times and she made promise that she never delivered on.
This Loan has been stuck in the process for greater than 50 days. And along the way other errors was discovered like a past due Escrow Analysis, Escrow Overage. I feel as if errors have been done in my previous with Streamline Refi with Freedom Mortgage whereas I was over charged for loans. Also I feel as if they are purposely refusing to give me the lowest interest possible to me as consumer so that they can make more on commission as well more interest paid to the Freedom Mortgage.
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| 11/15/2018 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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Some time during the month of XX/XX/XXXX Freedom Mortgage sold my loan to XXXX XXXX I received noticed on XX/XX/XXXX. However on XX/XX/XXXX Freedom Mortgage drafted my bank account for loan payment that came due I noticed this on XX/XX/XXXX on their website where I make payments it showed where it was drafted XX/XX/XXXX but it was reversed on XX/XX/XXXX. I called Monday XX/XX/XXXX to inquire about the reversal I was told it would take a couple of days it was done electronically. So I waited a couple of days still not returned to my bank Wednesday XX/XX/XXXX I called again questioning the money that was taken out I was then told give it till Friday. By this time Im worried cause now my bank account goes negative balance because of the other bills that came out so I have to go take out a loan because the money freedom took out is still not replaced. Friday XX/XX/XXXX I call freedom mortgage again asking for my money to be put back into my bank because I have made my house payment to the new mortgage because I dont want my house payment to be late. I was then told another story now the date to expect it is by XX/XX/XXXX I had told them that they take the money out electronically and they get it in one day but when you supposedly show you reversed the payment you give me all these dates electronically shouldnt take very long for my money to be returned. So I call again Monday XX/XX/XXXX spoke to XXXX questioned my money once again this time Im told another story now they tell me they sent my money to the new mortgage holder I had told them they they in fact did not he insisted thats where it went. I get off the phone with him call my new mortgage holder ask if they had received any money from freedom mortgage because Ive done made the payment I was told by XXXX XXXX they have no record of any monies from freedom and that if it was sent to them it would have had a tracking number and that the only money received was from me when I made the house payment. I get off the phone call freedom mortgage right back and tell them once again they did not send my money to new mortgage holder and that the money needs to be put back into my bank account. This time Im told you do know your loan was sold I said yes but that you have taken {$680.00} from my bank that you say you have returned to my bank and as of today its still not in there I was put on hold so that the matter can be looked into he comes back on the phone tells me its now a enternal problem and they are giving themselves till XX/XX/XXXX to have this resolved because now they dont know exactly where my money is he told me its in a XXXX and not sure where the money will be placed. So as of today XX/XX/XXXX I have yet to receive the reversal they claim they did I just want my {$680.00} back in my account. When you are expecting your money to be put back into your account and its not and now I had to create a small loan to cover what they cant or wont replace its unnecessary debt that I have incurred. I would like my {$680.00} back in my account.
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| 09/11/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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Freedom Mortgage is reporting incorrectly to XXXX ; XXXX and XXXX a prior delinquency in XXXX, XXXX on the FREEDOM MTG partial account number ****XXXX. ( Please see page attached from my credit report. ) I have also attached a copy of the letter from XXXX XXXX XXXX denying any responsibility for their error in not making my mortgage payment on time and causing a late payment to be added to my credit report. I have outlined below an extremely detailed accounting of what transpired with XXXX XXXX XXXX. They are continuing to deny any/all responsibility for the companys error in not making my home mortgage payment on time.
1 ) I made my house payment in good faith through the XXXX XXXX XXXX bill payment service, the funds WERE available at the time of the transaction. At the time of the transaction, the bill payment process indicated a delivery date of XX/XX/XXXX, I trusted that the service would in fact deliver the payment by the stated delivery date on that transaction as shown in the attachment. XXXX took the funds from my account on XX/XX/XXXX. If for any reason, I would have thought my payment would take an additional three weeks, I would have simply called Freedom Mortgage and made the payment that day with no penalty or late. All XXXX bill payment center had to do was deliver the payment by XX/XX/XXXX ( an additional 13 days past the delivery date promised on your banking site ).
2 ) Upon finding out that the payment had not arrived on or about XX/XX/XXXX, I began to call your bank for answers only to receive this response " the funds were taken out and it should arrive shortly '' from every supervisor within your organization. At this point, I could have recovered and made the payment on time however, your organization had the funds and DID NOT know where they were. Upon further calls to your supervisors, they were not helpful in anyway, as was discussed with you the following XXXX of XXXX. They ( XXXX Manager/Supervisor ), continued to blame it on their/your bill payment center and directed me to contact them directly. I made no less than 15 calls to your bill payments center and each time they said the supervisor on the next shift would call me back, I never received a call back or answers and I was not able to recover MY money to make the payment on time.
3 ) XXXX XXXX bill payment center, sent my house payment to the wrong address, as stated and verified, and did not fix the error in time and delivered the payment 23 days after taking the funds, and 13 days after their stated delivery date. Because of their disregard for my issue and blatant lack of response to numerous calls I was not able to recover and make my payment on time. Consequently, I was zapped with a late on my credit report.
Id like to reiterate that the funds were available and withdrawn from my account on XX/XX/XXXX. I trusted XXXX XXXX XXXX to make timely payments on my behalf. I respectfully request that Freedom Mortgage contact the ( 3 ) bureaus and remove this negative reporting from my credit report.
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| 07/28/2020 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
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My daughter and son-in-law have applied for a rate reduction ( also called streamlined refinancing ) on a loan they hold with Freedom Mortgage. My wife and I are co-signers on the loan. The loan is FHA insured. As part of the process, Freedom Mortgage provided us a link to review and sign documents. One of the documents is an Occupancy Agreement. This document requires that we certify that " Borrower intends to occupy the property ... as Borrower 's primary residence. '' All four of us are listed as borrowers. As co-signers, my wife and I are not intending to occupy the property, but my daughter and son-in-law currently do occupy the property and intend to continue to so. For my wife and I to sign this document would be a false statement and would also leave my daughter and son-in-law vulnerable to the lender calling the loan or adjusting the interest rate.
I brought this problem to the attention of the Loan Advisor on Thursday XXXX XX/XX/2020. Her response back to my son-in-law was " while your in laws are not required to occupy the property, we are not able to edit the document because the is how it is generated. That being said, in order to move forward we would need the documents signed as they are ... '' In other words, if you want us to continue processing this rate reduction, lie and sign the document. My son-in-law has communicate with the Loan Advisor on at least three more occasions trying to resolve the issue with no success. An excerpt of one of the emails states again " Unfortunately, that is the way the documents are generated and would need to be signed as they are in order to move forward. '' Another email stated " I understand the concerns. However if you look at the documents they also state they are preliminary. They are auto generated, and I can not make any changes. This is how all the packages go out when there is a non-occupant co-borrower. Unfortunately I dont have another solution. '' To my knowledge, this has all been done by email ( other than my original notification to the XXXXoan Advisor which was verbal ). The Loan Advisor has made no attempt to engage myself or my son-in-law by phone to resolve.
Today ( XXXX XXXX ), I've made three phone calls to Freedom Mortgage to engage someone more senior in the company. The first attempt, I was on hold for 30 minutes after being referred to a supervisor with no indication of someone helping. The second call dropped five minutes after being referred to a supervisor. On the third call, I was on hold for 20 minutes before the call dropped. The agent called me back and I was on hold for over an hour waiting for a supervisor before the call dropped again. The agent sent an email for someone to call me back.
I consider the conduct of this company to be extremely unethical basically suborning perjury. The company has refused to modify the documents to be truthful.
The documents must all be signed within the next 30 hours for the process to continue ( even though the rate lock doesn't expire until XXXX XXXX )
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| 06/29/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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We closed this loan in XX/XX/XXXX, Two companies have handled the servicing. XXXX XXXX is the company we closed with and made payments from the first due in XX/XX/XXXX thru XX/XX/XXXX then made rest of payments to Freedom Mtg starting XX/XX/XXXX to current date. We have had nothing but problems with this mtg from the beginning. XXXX XXXX tried to escrow our loan for the homeowners and taxes but was only suppose to collect escrow on Flood Ins. We spoke with XXXX repeatedly and I thought we had worked all the problems out then they sold the loan to Freedom. I also spoke repeatedly with them to make sure all was corrected and thought after my letter asking for investigation into the loan and their reply on XX/XX/XXXX we had finally got the figures straight. But no dice. We received their reply of XX/XX/XXXX on XX/XX/XXXX and the letter stated that after their investigation our payment was going to be XXXX instead of the XXXX, however, our payment for XXXX was already made. A customer service rep phoned us on XXXX and wanted to collect XXXX to bring our XXXX payment up to the new amount so we complied and paid the XXXX over the phone with them assuring us we were up to date and the next payment would be XX/XX/XXXX for XXXX ( this was a recorded conversation ) Then we received their letter and read that the new payment would start in XXXX not XXXX so the rep should have collected XXXX for both XXXX & XXXX. I phoned Freedom Mtg to make this additional payment but they refused and said I was a payment behind. I did send in this XXXX by separate check with XXXX 's payment with instructions to put towards XXXX payment to bring it up to the corrected amount. So off went another letter to them, certified dated XX/XX/XXXX. They acknowledged my request for another investigation and ask for 30 days to figure it out then sent another letter asking for an additional 15 days. The response I received from 2nd investigation was totally ridiculous and had no relevance to the actual problem only that I was behind one payment. There was no information as to how they figured I missed a payment or when. I phoned and once again asked for a supervisor but got no where or no one. They want me to send copy of all payments I've made and they will try and figure it out although in the mean time they are reporting us to the credit bureaus as being 30-60 days behind in our payment which cost us a very important real estate purchase. That hurt our business tremendously as this property was highly sought after and we barley managed to beat out the competition only to lose it because there wasn't a lender who would loan to us with our primary mtg reporting 30-60 days behind, yet WE NEVER MISSED A PAYMENT. XXXX 's credit scorXXXX went down 97 points from XXXX to XXXX Why are they allowed to report delinquency while the loan is undergoing investigation for accuracy? We are now getting 2-4 calls a week dunning us for payment and receiving 2-3 letters per week threatening foreclosure if we don't pay. We Need HELP.
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| 04/29/2022 |
Yes |
- Debt collection
- Mortgage debt
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- Took or threatened to take negative or legal action
- Seized or attempted to seize your property
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Web |
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I have sent Freedom Mortgage two ( 2 ) cease and desist letters, disputing alleged debt. I, XXXX XXXX, am the consumer and natural person and I am the beneficiary of my home and real property, located at XXXX XXXX XXXX The account in dispute was opened fraudulently and I have requested it be validated with the original creditor. I am attaching a copy of my deed and " Cancellation of Deed to Secure Debt '' showing that am the owner of my property and I have all rights to my property.
Freedom Mortgage has been constantly violating my consumer rights by continuing to contact me and they are threatening to foreclose on my property. Freedom Mortgage has also fraudulently placed derogatory remarks and late payments on my consumer report, which is causing me distress and causing me to be denied credit, which is right as a consumer and natural person. This is a violation of my privacy as well, pursuant to violation of 15 USC 1692c ( b ) - ( b ) Communication with third parties " Except as provided in section 1692b of this title, without the prior consent of the consumer given directly to the debt collector, or the express permission of a court of competent jurisdiction, or as reasonably necessary to effectuate a postjudgment judicial remedy, a debt collector may not communicate, in connection with the collection of any debt, with any person other than the consumer, his attorney, a consumer reporting agency if otherwise permitted by law, the creditor, the attorney of the creditor, or the attorney of the debt collector. '' Freedom Mortgage has shared my personal information with several people.
Freedom Mortgage also continues to harass me via postal mail and electronic mail claiming I owe a debt, to which I have disputed on several occasions. This is a violation of my Federally protected consumer rights, pursuant to 15 USC 1692c ( c ) Ceasing communication. " If a consumer notifies a debt collector in writing that the consumer refuses to pay a debt or that the consumer wishes the debt collector to cease further communication with the consumer, the debt collector shall not communicate further with the consumer with respect to such debt, except ( 1 ) to advise the consumer that
the debt collectors further efforts are being terminated ; ( 2 ) to notify the consumer that the debt collector or creditor may invoke specified remedies which are ordinarily invoked by such debt collector or creditor; or ( 3 ) where applicable, to notify the consumer that the debt collector or creditor intends to invoke a specified remedy.
( 5 ) not use any language or symbol on any envelope or in the contents of any communication effected by the mails or telegram that indicates that the debt collector is in the debt collection business or that the communication relates to the collection of a debt. '' This harassment is constant and it is causing me stress. Freedom Mortgage has providing me anything of cash value in exchange for an alleged debt, yet they are claiming that I owe a debt to them. I do not.
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| 11/09/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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XXXXstarted refinance process with Freedom Mortgage ( lien holder of current mortgage - est savings XXXXmonth ). Provided paystubs.
XXXXinformed by lender that app was in underwriting.
XXXX-received LOE for my previous address and my mother 's home. Provided same day XXXXXXXX-new estimated saving down to $ XXXXmonth. asked for explanation why the drop.
XXXX-I determined I was being charged double for items already in escrow and being paid by current mortgage. Lender determined it was a " mix up '' and savings would be $ XXXXmonth. Did NOT receive any documents to sign indicating $ XXXXmonth savings only indication was via email. Lender never gave further explanation on how this happened.
XX/XX/XXXX - cancelled refinance as never received documents to sign showing $ XXXX/month savings.
XX/XX/XXXX - called and complained as never heard reason for " mix up '' which would have cost me money in long run had refinance completed. was told rates lower, savings now $ XXXXmonth.
XXXXProvided current paystubs as that was what manager told me was needed to get this back on track. Received notification from manager paystubs received.
XXXX-received request to esign XXXXesigned docs XXXXreceited LOE for previous address. provided again even though it was provided back on XX/XX/XXXX.
XXXXreceived and esigned docs XXXXasked manager why i'm being asked for documents multiple times when already provided. Manager said he would handle that.
XXXX-received phone call request for paystubs - were provided on XX/XX/XXXX and manager confirmed he received them. forwarded email that was provided on XX/XX/XXXX to caller.
XX/XX/XXXX - request to re-run credit - i declined. lender had all documents needed by XX/XX/XXXX ( XXXX if you count multiple requests and responses for same documents ).
XX/XX/XXXX received notification that i requested refinance be cancelled - this is absolutely not the case. Lender could not complete refi process even though they had all documents by XX/XX/XXXX ( XXXX see above ). Credit report expired XXXX.
XXXX asked why loan could not be completed, why I was asked multiple times for documents already provided. Asked for lender to do one of the following 1 ) complete re-finance 2 ) remove credit inquiry 3 ) lender to reimburse me the monthly difference ( {$130.00} ) in current loan and refinance amount as they didn't complete refinance though they had all documents by XX/XX/XXXX ( XXXX if you count duplicate request/responses ) XX/XX/XXXX spoke to another manager who indicated a VP would contact me.
XXXX - Had not received a response in over two weeks. I noted this refinance should have been completed by XX/XX/XXXX and I have made XXXX and XXXX mortgage payments at higher payment since refinance wasn't completed in time when lender had all documents to do so. Asked when lender will credit my account the missed saving due to them not completing the refinance.
as of XXXX I have yet to receive any response nor have I received phone call as I was told on XX/XX/XXXX.
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| 05/17/2021 |
Yes |
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Web |
Servicemember |
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My existing VA home loan was sold to Freedom Mortgage in XX/XX/XXXX. I started receiving calls from them constantly about refinancing. I said no a bunch of times, but then an agent named XXXX XXXX ID # XXXX called me XX/XX/XXXX. He offered me a lower interest rate which I thought was fair 2.75 %. I was most concerned about the fees because I knew that this is what would tell me how long it would take to see a benefit from the refinance. Mr. XXXX assured me he could offer me a great deal and I would only pay the VA Funding Fee ( {$970.00} ). There were other fees listed on the offer though. {$300.00} for a title - lender premium and {$550.00} for title-settlement fee. I called him back and specifically questioned him about the additional fees. He told me not to worry about these fees as they would be reimbursed by Freedom Mortgage after closing. I asked him how he could be giving me such a good deal and he told me it was because Freedom Mortgage didn't want to lose me as a customer. I told him that what he sent me did not match what he was telling me, but he promised that the fees would be reimbursed and it was crystal clear that the only fee I was on the hook for would be the VA funding fee. I made it clear that I was a little hesitant but I figured he was a licensed agent with a governing body so there must be some sort of ethics/honesty maintained in the business. We signed all the paperwork and closed XX/XX/XXXX. Not surprisingly, I get my first bill in XXXX and I was not reimbursed the {$300.00} or {$550.00} charges. On top of that, I get charged an extra {$75.00} recording fee that was not disclosed anywhere in the agreements. I call Mr. XXXX on XX/XX/XXXX and ask him why i was not reimbursed for the fees he promised. He told me I should have been reimbursed for the fees but that he can no longer do anything about it because the mortgage has closed. He told me that I had to call customer care. I call customer care tell them the whole story. They will look into it. I wait 2 weeks and call back the most recent time on XX/XX/XXXX since no one responded. I repeat the whole story and elevate the complaint, but they tell me " there really isn't anything they can do since the loan already closed ''. I ask why XXXX XXXX promised me I would be reimbursed and they responded that " there are always a few bad apples out there ''. Then they told me that I should have called customer care before signing the paperwork and they would have told me that I wouldn't be reimbursed for anything as if I should have known to check with HQ on whether or not what there representative was telling me was accurate. No one at Freedom Mortgage has denied that promises made to me or went back to listen to any of the " recorded '' phone conversations that are recorded to ensure quality which seems to be the exact issue here. They just keep telling me that since the mortgage closed there is nothing they can do. Was I a little naive? Yes. Did Freedom Mortgage intentionally deceive me? I believe so.
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| 03/17/2020 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Older American, Servicemember |
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Received a letter from Freedom Mortgage for rate reduction ( IRRRL ) on my VA loan. Since I had been out of work due to illness for 2 years I needed to reduce my loan which I never missed or was late on. I submitted this on XX/XX/XXXX and was told it would take about 10 days but before my XXXX payment and would skip XXXX. After not hearing from them I started to email and call ( I have a log too long to post ) of unanswered and empty promises of staying in touch it was still me chasing them down. I continued to make all payments. Loan advisor never responded to one email. I had been promised by supervisors they would get back to me and not one ever did. I had this escalated to managers that also never followed up. Each conversation I explained that I had XXXX and other medical issues and this stress was not helping. Loan processing said that they were having problems with my HELOC lender ( I called XXXX XXXX XXXX XXXX who is my Credit Union ) and they told me that they had never received any request of subornation or communication in XXXX from Freedom Mortgage. I arranged a 3 way conversation with us all and Freedom Mortgage was given an email to send documents and it would be taken care of. Still it wasn't. In XXXX XXXX XXXX received in the mail the request and sent it back at once. I requested a lower rate since the rates had dropped so much and was told it would cost me more money to have it lowered. Still no response from the original loan agent and I continued to fight with them until I was so sick I ended up in the hospital for a week in XXXX. The loan agent should have his license suspended for misrepresentation and Freedom Mortgage should be held accountable for misrepresentation as well. Taking advantage of veterans and lying to consumers should be in my opinion false advertising. This company is a fraud. I am in the process of doing this now with XXXX XXXX and being taken care of but it is costing me additional money I want recouped. Freedom Mortgage called me while I was in the hospital around XX/XX/XXXX saying the documents are ready to sign but still not reducing the rate and offered a price match guarantee. I refused to continue to give this company a dime. They should be held accountable for their empty promises and for lying to consumers. The stress of this transaction is not worth the {$300.00} dollar a month savings nor would I ever do business with them. Please help others from this. If this happened to me it is happening to other veterans and FHA holders. This company should pay. I am too angry now and stressed for nothing. I am now out of the hospital and recovering at home. I will get my loan reduction by costing me an additional {$6000.00}. but I will not have to deal with this type of a company. Shame on them. Ignoring and lying to consumers is fraud in my book. All their calls are recorded and I have asked them to review and to respond but nothing happened. They still are sending these rate reduction letters to thousands of consumers daily.
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| 10/23/2018 |
Yes |
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- Struggling to pay mortgage
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Web |
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My home was destroyed by XXXX XXXX in XX/XX/XXXX, my mortgage servicer Freedom Mortgage gave ma a 3 months forbearance, them extended it for another 3 months, for a total of 6 months. After the 6 months forbearance ended in XX/XX/XXXX, my house was still being repaired and I asked for a disaster modification to bring my payments current. I submitted all of the paperwork they asked for, they cost it several times, then when they finally acknowledge they had everything my file was sent to underwriting. Underwriting came back and said that there was a lean on my title. You see I did not have flood insurance, because I was not in a fold district, the only reason my home flooded was because the XXXX XXXX XXXX XXXX open the reservoir and flooded my entire community. XXXX gave us all loans to repair our homes and they put a lien on the property. XX/XX/XXXX, I called my mortgage servicer and found out they stalled my modification stating I needed to pay off the lien. I asked customer service to please have the person that was assigned as my single point of contact to please call me, I needed to know what could be done to save my home, no one ever contacted me. In fact throughout the modification process, my single point of contact has never responded to any of the request I've submitted for her to contact me. Since I could not afford to pay off the lien, I contacted XXXX, and they said they would do a subordination, but they needed the new loan terms. XX/XX/XXXX I went back to Freedom mortgage and they said since the modification has stalled they can not give me new loan terms. I asked Freedom mortgage to please provide something in writing so that XXXX could subordinate the title, but they refused to give me anything. On XX/XX/XXXX, I went back to XXXX and they contacted Freedom Mortgage and requested a letter stating what the terms they were looking at for my modification. That request was submitted with a turnaround time of XX/XX/XXXX. On XX/XX/XXXX when I called for an update on the letter I was told, I needed to give it some more time to received that letter via email. By XX/XX/XXXX I still did not get the letter, so i called Freedom mortgage and spoke to a rep XXXX, she said the letter was sent to the wrong dept, so she sent another request to the correct dept. On XX/XX/XXXX I received a letter from freedom acknowledging the payment I made for XX/XX/XXXX, I was trying to prevent my home going into foreclosure. It showed me a total amount due of {$8100.00}, but when I call the automated system give me a different amount. I ask rep XXXX why I was getting 2 different amounts due and she told me to disregard the letter. I am now very sure that something underhanded is going on. They are stalling in giving me the information needed to get this modification completed, giving me incorrect amounts due, and threatening to foreclose on my home. Dealing with Freedom Mortgage is worse that going through the flooding and having to be evacuated by the XXXX XXXX during XXXX XXXX.
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| 09/20/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I made correct and full mortgage payments to Freedom Mortgage for XX/XX/2018, and XX/XX/2018, a day apart. The XX/XX/2018 payment was 10 days in ADVANCE of the XXXX due date. I made clear this was a payment in advance and NOT to pay to principal.
XXXX, Freedom Mortgage contacts me about a missing XXXX payment. I explained it was paid in advance, but the rep said it was returned for insufficient funds. My bank balance shows 1 ) the payment was NOT returned, 2 ) the funds were absolutely sufficient with tremendous excess, and 3 ) my bank did not charge me any fees for insufficient funds because no payments were returned.
I took that opportunity to pay XX/XX/2018 and XX/XX/2018 payments again in ADVANCE because I didn't want to bothered until XXXX. Both those payments were withdrawn from my bank and credited to my mortgage.
A few days later, I get another call from Freedom Mortgage demanding my XX/XX/2018. I have paid 4 ( FOUR ) months of mortgage in full and correct amounts for XXXX, XXXX, XXXX, and XXXX, and we aren't even past XX/XX/2018 yet.
My bank provided me a letter from the branch manager on bank letterhead, dated XX/XX/2018, confirming all four payments were made and nothing was returned for insufficient funds.
I provided several times the bank letter and a complete ledger of my bank history showing all the payments made and nothing returned. I made the XX/XX/2018 payment around XX/XX/2018, and Freedom Mortgage is demanding my XX/XX/2018 payment. The mortgage principal balance also shows no money accidentally went to principal.
On XX/XX/2018, I gave Freedom Mortgage the ultimatum : they have all the information needed to determine that I made now 5 payments and the error is on their side for the missing payment, if this is error isn't corrected immediately, I will lodge disputes with all three credit bureaus and retain an attorney to drive this matter to conclusion in court. Freedom Mortgage said they are still investigating and would have an outcome by XX/XX/XXXX, that was in 2 more days. So I waited 2 days, and 2 days have passed.
Today is XX/XX/2018, and I still don't have a resolution. Freedom Mortgage now says the new date is XX/XX/2018. That was the wrong response. Therefore, I have filed disputes with all 3 credit bureaus and provided the same supporting information to the bureaus. I have retained an attorney, and we'll see where that goes too.
I have been going back and forth with Freedom Mortgage for over four months about the XX/XX/2018 payment that they lost. They have billed me late charges. They have posted fraudulent lates against our credit at the credit bureaus. It's clear they lost my payment. Freedom Mortgage knows it's lost, and they can't figure out where it went. I have recorded all the phone calls with Freedom Mortgage, so that information is available to the attorney as well. While Freedom Mortgage is still trying to figure it, I am continuing to accrue late fees and continuing to get hit with false lates on my credit.
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| 12/07/2018 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Problem with personal statement of dispute
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Web |
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I purchased my home in XXXX and since then have had several different mortgage companies buy out my loan. My credit score has always been near perfect and I have had zero late payments on my mortgage/credit cards. In XX/XX/XXXX Freedom Mortgage bought out my loan and since that date I have had several issues with poor communication on Freedom Mortgage 's part, receiving letters weeks after the date they were apparently written or " sent ''. On XX/XX/XXXX I paid my XX/XX/XXXX mortgage payment- the amount I normally pay each month. This was actually paid early. This amount of money was taken out of my bank account and cleared into Freedom Mortgage companies system on XX/XX/XXXX. Late XXXX I received a notice in the mail stating I did not pay my mortgage for XX/XX/XXXX. After investigating with my bank, it was confirmed that I did. I requested paperwork from both my bank as well as Freedom Mortgage company proving this. Early XXXX I received a notice from Freedom Mortgage stating that my account was now past due and immediately called the customer representative from Freedom Mortgage. She informed me on XX/XX/XXXX that my payment was {$60.00} short due to a change in escrow starting XX/XX/XXXX. I was never notified of this escrow change. I asked where my money was since they cleared it from my bank. They told me its been sitting in an " unapplied balance '' fund. I was told that if I made the additional {$60.00} payment right then, then my account would be up to date. I paid the balance of {$60.00} immediately. My late fees were also waived due to the fact I never received the escrow change notice and my payment was actually " not late ''. On XX/XX/XXXX I received a foreclosure notice in the mail stating that If I didn't pay my mortgage I would be in foreclosure. I immediately called a customer representative again on XX/XX/XXXX and was told my account is completely up to date. He made notes stating that the company needs to stop sending me notices and the payment was made on time and placed into an unapplied balance fund. He also noted that I never received the change in escrow notification that Freedom Mortgage claims to have sent. This customer representative told me that this would not be reported to the credit bureau. When I checked my credit score recently, my score had dropped from nearly perfect to the 600 range. I have never been late on a payment and I even made this particular mortgage payment early, yet they are stating it was over 30 days late. I have tried to dispute this issue twice with their credit reporting agency and each time they state the reporting is accurate and will still stand. I have requested the audio tape were my conversations held with their customer representatives were recorded. They told me they would send those to me as it is my right to have them. After 3 phone calls and several emails I still do not have the audio tape where this information was relayed to me. I would like this inaccurate reporting removed from my credit report.
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| 12/17/2019 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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XX/XX/19: Complainant receives email from mortgage company to reach out regarding loan, responds that credit is hurt and will not run credit at the moment, is told no credit check required and instant savings, calls and discusses with XXXX XXXX of Freedom mortgage. After call, and confirmation that no credit would be checked and no cash to close would be required, Company requests documents. XX/XX/19: Complainant receives email confirming loan has been approved and to schedule signing of loan disclosure. XX/XX/19: appointment was made with notary and Complainant was told to hold XXXX payment and XXXX and first payment would be XXXX. XX/XX/19: notary was met for signing of loan disclosure, where numbers were inflated from what was discussed. Emails state no credit check and instant savings. Loan Disclosure was processed with $XXXX added to monthly payment and a cash to close of $XXXX. Complainant called and emailed same day to discuss inflated prices. XX/XX/19: Complainant emailed and requested status of revised documentation. Also stated that there was a concern that payment was told to be held and reporting as delinquent would not be satisfactory. XX/XX/19: provided time to communicate regarding flawed processingXX/XX/19: requested second statusXX/XX/19: alert was received that Complainants credit was impacted for a reporting of past due payment, Complainant immediately paid XXXX payment, sent email to file complaintXX/XX/19: XXXX payment was made to prevent another hit to credit XX/XX/19: resent duplicate email to state payment was madeXX/XX/19: email received from VP of Ops to state issue was escalated and he submitted check to refund XXXX payment due to the errors in processingXX/XX/19: VM received to state loan was in final stages of closing and to sign soon as to have application closed by XX/XX/19 XX/XX/19: emailed VP to state VM was received but there was no longer an interest in refinancing. VP requested emails of previous Communications as to pull calls and review for discrepancies.XX/XX/XXXX email received from VP that everything was corrected on his end and that he has an offer that will be in my best interest. Complainant reviewed credit report and still saw multiple damages incurred by Freedom Mortgage. In addition, Freedom Mortgage increased total value of loan without communicating or allowing borrower to prepare or agree/accept. Email sent with screenshots and requests for action. Email copied sml.texas.gov. VP made no efforts to investigate or be proactive. Besides offer of great rates and savings on a new loan, no other effort was made on behalf of Freedom Mortgage. XX/XX/19: received correspondence to redirect complaint from government agency copied to communication to file actual report against mortgage company. XX/XX/19 Complainant received document in mail that loan was considered for hardship and to contact number listed and relay mortgage ID number. XX/XX/19 Complainant emailed VP of Ops to confirm legitimacy of referral program.
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| 05/11/2018 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
Older American, Servicemember |
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In 2015 we signed up to have our mortgage payments made through XXXX XXXX XXXX. After several months we received a letter from them stating that they could no longer do business because they were having a problem getting a bank to work with them. We then contacted our mortgage holder, Freedom Mortgage ( Account # XXXX, XXXX XXXX XXXX, XXXX, TX XXXX ) and asked if they could take the payments out every two weeks. They said they could. They took the payments for a few months and then we noticed that we were being charged a late payment charge each month. We called to determine why this was occurring. The rep told us that it was because the second payment was arriving after the XXXX of the month. Well, we souke with a supervisor because their rep set up the payment schedule and should have noticed that would occur. Secondly, with a payment plan twice a month you shouldn't be stating that our payment was late. The rep we spoke with when we called stated that he would change the draw dates for the payments. He did not do that. He cancelled the one schedule of payments and never set up another. We were traveling and so never noticed that the payments did not come out. Since we were camping, in most locations we didn't even have access to wifi. When we finally returned home we got our mail and had several letters saying we were in default on the mortgage! When we called the second representative told us they would have to investigate and not to make the payment until they figured it all out. Once they fixed the problems they removed all late charges and said they corrected our credit report. They did not. They had been reporting us 30,60 or 90 days past due. What they did was then report the account as current, but never did remove the reports of being 30,60 or 90 past due. At one point we were actually two weeks ahead in our payments. Have written several letters but get a form letter in return saying they can not correct the information because it is accurate but the issue was caused by their representatives. Even though the information is technically accurate, if someone actually took the time to read through the notes in our account they could see tthe whole picture. We are not getting any assistance by trying to deal with the mortgage company and the credit reporting agencies keep reporting a " serious delinquency '' which we assume is the mortgage issue, however, when contacting the credit reporting bureaus, nobody will explain to us what the " serious delinquency '' is on our reports. They all simply send us ANOTHER copy of our credit report. We have about 20 copies of our reports and we can't see ANY serious delinquency except the 30,60, or 90 days past due being reported by the mortgage company. I am a XXXX veteran, retired from the XXXX, My wife is also a veteran of the XXXX. We shouldn't have to be spending our time, hours on end, trying to fix this issue ) When a company services VA loans they should be respectful of the customers they are serving.
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| 09/11/2019 |
Yes |
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- Struggling to pay mortgage
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Web |
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My mortgage servicer Freedom Mortgage is trying to auction off my home without following FHA/HUD guidelines and protocol. I am a civilian XXXX for the XXXX XXXX and became injured which led to a reduction in income and missed payments. I am now in a much better place with support from my family and we can afford a fair mortgage payment for my home which I purchased in XXXX. The problem is that Freedom Mortgage has denied me access to government programs that were established to help struggling homeowners. Despite my attempts to resolve this matter Freedom has passed me from one person to another, never assigning a dedicated contact and never reviewing my family for any homeowner assistance programs. I am now facing a sale date on XX/XX/XXXX.
I have been here in California for the last 15 years and have worked for the XXXX XXXX as a XXXX XXXX for 8 years ( civilian XXXX ). English is my second language, and I did not fully understand how the FHA loan works with the upfront mortgage insurance and additional monthly MIP. Although I was not happy about the additional payment amounts, I made the mortgage payment every month to Freedom for 4 years. In XXXX I was injured on the job and unable to work. I had to go through a lengthy process in order to get approved for workers compensation. During that time frame all our reserves were exhausted and soon I could not keep up with the mortgage payment. After I fell behind, in XXXX I attempted to reach out to the Freedom agents to see what programs were available for homeowners in my situation. I was never able to get past the gatekeeper and just got the runaround. They never assigned a single point of contact and they never conducted a fair review of my current and correct financial circumstances. My wife works and XXXX of my sons live in our home and work as well ( one in the XXXX XXXX XXXX ). I am now receiving my full workmens compensation and we have the means to afford a fair mortgage payment. My issue is that we have never been given the opportunity by Freedom Mortgage -- -instead they have set a foreclosure auction date.
Freedom Mortgage is required by law in the state of California to conduct a review of our households current and correct financial circumstances and they have failed to do so in violation of the California Homeowners Bill of Rights. Additionally, I have been told that HUD requires all FHA loan servicers to review applicants such as my family for all applicable programs such as modification, special forbearance, partial claim or repayment plan. This has not happened. We would like your agency to investigate this matter, Freedom is not following the rules or holding up their end of the bargain here. Between the family members and I occupying our household we have the necessary income to afford a fair and reasonable payment within FHA guidelines. Our problem is that Freedom will only accept a lump sum reinstatement and refuses to review us for the programs that they are required to offer.
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| 09/17/2021 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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My roof was damaged in a storm, for which I filed an insurance claim. The claim was paid as a two party check, which I had to send to the bank for their endorsement. Now they're refusing to release it. This is the timeline of events : XX/XX/2021 - Claim filed with insurance company ( XXXX ) for storm damage XX/XX/2021 - Inspection scheduled by XXXX ( completed by their preferred XXXX, XXXX ) XX/XX/2021 - Payment ( two-party check ) sent from XXXX ( {$7300.00} ) XX/XX/2021 - Call to Freedom Mortgage ( 8 min ) - confirmed details of process - they said " send us the check, we will endorse and return within 10 business days. '' Nothing mentioned about any additional requirements.
XX/XX/2021 - Mailed endorsed check to Freedom Mortgage XX/XX/2021 - Work started/completed ( 1 day ) XX/XX/2021 - Call to Freedom Mortgage ( 16 min ) - checking status of check, had not heard from them, notified of additional requirements ( loss packet ) which was never sent, and never mentioned previously XX/XX/2021 - Received loss packet in the mail XX/XX/2021 - Call to Freedom Mortgage Loss Department ( 12 min ) - verify details of needed information for loss packet XX/XX/2021 - Email to Freedom Mortgage LD ( sent completed loss packet ) XX/XX/2021 - Automated confirmation response email received from Freedom Mortgage LD XX/XX/2021 - Balance sent from XXXX ( {$3500.00} ) XX/XX/2021 - Received letter from FMLD asking for the same information that was already sent XX/XX/2021 - Call to Freedom Mortgage LD ( 41min ) - confirming details of additional information needed for loss packet, mostly waiting on hold. They claimed to have attempted to contact me, though they could not verify any details of any such attempt.
XX/XX/2021 - Email to Freedom Mortgage LD ( sent loss packet, additional needed info ) XX/XX/2021 - Gave check for balance to XXXX ( {$3500.00} ) XX/XX/2021 - Email to Freedom Mortgage LD ( sent XXXX W9 ) XX/XX/2021 - Automated confirmation response received from Freedom Mortgage LD.
XX/XX/2021 - Received another letter ( dated XX/XX/2021 ) from FMLD asking for the same information that was already sent XX/XX/2021 - Call to Freedom Mortgage LD ( 7 min ) - said they needed a corrected W9 ( a box was not checked ), also said they tried to email me at an incorrect email address ( XXXX, with a d instead of the second e ) XX/XX/2021 - Email to Freedom Mortgage LD ( sent corrected W9 ) XX/XX/2021 - Received email from XXXX XXXX with FMLD stating We have been unable to verify the attached waiver of lien for XXXX XXXX XXXX with the IRS. Please have XXXX XXXX XXXX provide a verifiable W9 so claim may move forward.
XX/XX/2021 - contractor verified information was correct, which I passed along to XXXX at FMLD via email, and have not received a response as of XX/XX/2021. Still awaiting payment of {$7300.00}.
Apparently, Freedom Mortgage Loss Department is contracted to Proctor Financial.
The XXXX website is full of similar complaints about them : XXXX XXXX XXXX
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| 03/21/2022 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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I am submitting this complaint due to Freedom Mortgage Company refusing to do another escrow analysis on our account. Our home is a new build and for the first year our property taxes were " estimated '' which I understand is normal. We were paying about {$600.00} XXXX a month to escrow. Once the town of XXXX sent me the tax bill, I sent it to Freedom Mortgage to be paid. On XX/XX/XXXX, I noticed a message from Freedom Mortgage stating that after the taxes in the amount of {$3400.00} were paid to The Town of XXXX, we had a shortage in our escrow account of {$4100.00}. They stated that due to this shortage, an additional {$340.00} would be added to our monthly payment making our monthly payment {$2400.00} effective XX/XX/2022. At the time we had {$8100.00} in our escrow account. If we had {$8100.00} in our account and our taxes are {$3400.00}, insurance is {$710.00} and we are only required to keep 2 times our *correct* monthly escrow payment in escrow ( which equals roughly {$4800.00} for the year ), how on earth can we have a shortage? That was a red flag to me so I called Freedom Mortgage and requested an escrow analysis to be done. An escrow analysis was done and the monthly payment was adjusted accordingly and a surplus check in the amount of {$1900.00} was sent to us. We do appreciate that our monthly payment was adjusted accordingly but we would like to have the correct and full amount of surplus sent back to us. It states right in the escrow analysis that Freedom Mortgage performed that " Federal Law requires that any surplus of {$50.00} or greater must be returned to you within 30 days from the date of analysis. '' Yes, Freedom Mortgage did return SOME of the surplus but it was not the full amount and that is why I am requesting another analysis to be conducted. Currently, as of XX/XX/2022 we have {$6100.00} in our escrow account. Again, we are only required to keep roughly {$4800.00} in escrow to cover insurance, taxes and the escrow " cushion. '' And the taxes are not due until XXXX XX/XX/2022 so we still have 4 more months of payments to make before taxes will be paid which will result in even more of a surplus. Currently it looks like we have a surplus of roughly {$1300.00}. I have contacted Freedom Mortgage numerous times to try to get this sorted out and every single time I get a different answer. The last time I called which was on Friday, XX/XX/XXXX I was told that another escrow analysis request would be submitted. I called again on Monday, XX/XX/XXXX only to find out that no request was submitted. The customer service representative did tell me that she does see that we have a surplus in the account but the team that conducts the escrow analysis refuses to do another analysis until XX/XX/2022 as XXXX was already conducted in early XXXX and they do not see a reason to do another. I have received such horrible customer service from this company and I can not believe that a mortgage company would refuse to look into their mistake.
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| 04/11/2017 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
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XXXX XXXX XXXX XXXX XXXX XXXX VA XXXX SS # XXXX I am starting to take this personally Freedom mortgage still has not reported my good payment history to all XXXX credit reporting agencies!!!!!
they lied to me in a letter stating they would report it by now What am it to think about a mortgage company that will not report good payment history or any payment history at all????
Company responded Freedom Mortgage said : Explanation of closure XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX.
XXXX, VA XXXX Re : Your Complaint to the CFPB Dear XXXX XXXX : We are in receipt of your complaint and are happy to respond to your concerns. I have reviewed your complaint and researched the issue regarding the credit reporting of your payment history.
You loan was transferred to Freedom Mortgage on XX/XX/XXXX from XXXX. Due to RESPA ( Real Estate Settlement Procedure Act ) guidelines, when the servicing of a loan is transferred, lenders are prohibited from reporting during the first 60 days after the transfer. Your payments will be reported beginning with the XX/XX/XXXX payment but reporting is done on the XXXX of each month for the previous month. Therefore, the XX/XX/XXXX payment will be reported on XX/XX/XXXX and all payments thereafter will be reported approximately the XXXX of the next month.
If you have any further questions or concerns, please do not hesitate to contact me.
Sincerely, XXXX XXXX XXXX Assistant Vice President Customer Service Freedom Mortgage Corporation XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, NJ XXXX Dispute Response Explained that due to RESPA regulations, Freedom can not report to the credit bureaus fro 60 days after servicing transfer.
What happened Describe what happened so we can understand the issue ...
XXXX XXXX XXXX XXXX XXXX VA XXXX SS # XXXX Loan # XXXX Registered Loans Loan Number XXXX Property Address XXXX XXXX XXXX, VA XXXX Loan Status Loan Active Freedom mortgage is not reporting my good credit history to the XXXX reporting agencies Consent to publish the description of what happened? Consent provided Which part of the mortgage process is your issue related to?
Making payments This is about VA mortgage Desired resolution What do you think would be a fair resolution to your issue?
XXXX XXXX XXXX XXXX XXXX VA XXXX SS # XXXX Loan # XXXX Registered Loans Loan Number XXXX Property Address XXXX XXXX XXXX, VA XXXX Loan Status Loan Active Freedom mortgage is not reporting my good credit history to the XXXX reporting agencies report my good payment history to XXXX XXXX and XXXX My information Contact information Mailing address XXXX XXXX XXXX XXXX XXXX VA XXXX United States Email XXXXXXXXXXXX Phone XXXX I am submitting on behalf of Myself Product information Property address is the same as mailing address.
XXXX number XXXX Information about the company Freedom Mortgage United States Supporting documents HTML document freedom mortgage is not reporting my good payment history to the XXXX reporting agencies .msg ( XXXX )
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| 02/19/2022 |
Yes |
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- Trouble during payment process
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Web |
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Since XX/XX/2021, I requested that Freedom Mortgage take a mortgage loan in my name off of the COVID forbearance it had been on and to proceed with a Stand Alone Partial Claim, according to the CARES act provisions. However, to date Freedom Mortgage has failed to do so. For over a year they have sent me conflicting information and HAVE NOT sent me the final documents required to process the Stand Alone Partial Claim, which I signed for back in XX/XX/2021. I have called Freedom Mortgage many times, the last time in XX/XX/2021, in the hopes of resolving this issue. Each time they stated they put in a request to have my account reviewed by loss mitigation department and that I would be sent the correct documents. However, this has yet to happen. Be advised, that since XX/XX/2021 Ive requested that Freedom Mortgage provide a lawful validation of debt, and although this request is still in progress, I have always been willing to resume and make mortgage loan payments.
For clarity, heres the last email correspondence I had with Freedom Mortgage on XX/XX/2021 regarding this matter ( Ive attached to this complaint the documents referenced below ) : The document you've included dated XX/XX/2021 is in fact the document that was sent to me via XXXX and that I received. Just as I explained to the Freedom Mortgage representative XXXX during our conversation yesterday, the documents sent to me are not related to a PARTIAL CLAIM. In fact the document you are wanting me to sign is for a COMBO LOAN MODIFICATION and PARTIAL CLAIM, which I will not move forward with. I reiterate I have not received documents via mail to sign for PARTIAL CLAIM. For months now I've spent hours over the phone trying to figure out why I keep receiving conflicting information and requesting that the PARTIAL CLAIM be processed accordingly. However, nothing gets resolved.
To give clarity on the false and misleading information Freedom Mortgage has provided to me, I am attaching the following letters which were sent in relation to this matter : - XX/XX/2021 : Combination Partial Claim & Loan Modification ( only eligible ) - XX/XX/2021 : Stand-Alone Partial Claim ( only eligible ) - XX/XX/2021 : Loan Modification ( only eligible ) - XX/XX/2021 : I sent the signed agreement to the Stand Alone Partial Claim via email ( also attached ) - XX/XX/2021 : Letter stating I submitted everything required that was within my control and that Freedom Mortgage was waiting on Title Policy for the subject of property and that I would then be notified of my Loss Mitigation options.
- XX/XX/2021 : Loan Modification ( only eligible ) - XX/XX/2021 : Stand-Alone Partial Claim ( only eligible ) - XX/XX/2021 : Loan Modification ( only eligible ) - XX/XX/2021 : Received via XXXX a package for me to sign and complete for a Combination Loan Modification and Partial Claim.
With that said, I am demanding that this situation be resolved sooner than later, given the severe emotional distress this is causing me.
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| 02/22/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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Contacted Freedom Mortgage to remedy late payments due to unforeseen Bed Bud infestation. Placing us behind on our mortgage. We had to replace all of our belongings and paid for extermination in XXXX of XXXX. Began mitigation process only to be told documents had not been received, were incorrect, or unable to open, or wrong document form after being told not received. XX/XX/XXXX Contacted Freedom Mortgage to make a payment and seek council on statues of our account. Was told and reiterated back that we were only 90days past due because a payment had been posted on XX/XX/XXXX. Called back on XX/XX/XXXX to make a payment all the while still trying to send documents as requested, still another excuse as to why not received. I told them I could forward the emails from previous send. Only to be told they didn't have them. Operator than told us payment couldn't be accepted because our account was 130 days delinquent. I was told they couldn't help me. I should keep better records of when payments were posted. Called back on XX/XX/XXXX spoke to XXXX # XXXX to be told our paper work was received we are in foreclosure and could not take any payments and would submit an investigation on said phone call from the XXXX and a supervisor would review. Called back on XX/XX/XXXX to speak with XXXX # XXXX to find out she too couldn't help us at all had no record of any of this and we would have to wait 24 to 48 hours after she would request a supervisor to contact us. Then put us on hold to see if a supervisor was available only to be told no we would have to wait. and now that it was in foreclosure it was out of her hands. Previous calls were filled with similar instances, however I didn't not operator until most recently. We were told '' this happens all the time and sorry ''. '' Sorry it's not our problem, you should rely on our word and keep better record '' " If you email something or fax it to call in immediately after because they frequently don't check email and so many people send them they cant keep track '' " Dont call after you send we wont actually see your paperwork for 2 to 3 days '' '' Don't worry about getting your paper work in your account is on hold " " Dont concern yourself with mitigation its best to just keep making payments '' " Sorry we don't take payments less than the full amount of the mortgage '' " It depends who you talk to some people will take partial payments and place it in a hold account '' " There is no way to accept a payment unless it's the full amount '' We received your payment '' " We have no record of your payment '' '' We have no record of mitigation paper work request " We already sent you the paper work for mitigation " " It's not our responsibility to notify you of the amount past due '' " All calls are recorded '' " Actually all calls are not recorded '' " We can't possibly review all of our calls or call record '' " Yes, I see you call 3 times on that day with detail of operator numbers spoken to and times "
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| 10/13/2021 |
Yes |
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- Trouble during payment process
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Web |
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I purchased my home on XX/XX/XXXX through XXXX XXXX company. My mortgage was sold to Freedom Mortgage ( FM ) shortly after. I have never been 30 days late on my mortgage payments- even when I was unemployed for 9 months in XXXX. I always make my payments on FM 's website, but I have had a number of occasions where the payment did not get processed for whatever reason.
I am certain that I made online payments between XXXX and XXXX. I have received no phone calls, emails, or letters from FM regarding a delinquent payment until XX/XX/XXXX, which I opened today. The letter was dated XX/XX/XXXX and stated that I was delinquent for XXXX. I was beyond confused. So I immediately made a payment in the amount of {$1400.00} and called FM due to concern that the delinquency had been reported.
I spoke with XXXX, a supervisor with FM, explaining my frustration that I should have been notified BEFORE the payment was 30 days past due - meanwhile, FM has consistently called me ( as well as emailed and sent letters ) asking me to refinance with it this year alone. She claimed that because I had opted out of paper correspondence, they did not send correspondence. I asked how, then, did I get a statement in XXXX and this XX/XX/XXXX letter stating that I was delinquent. I further asked why I did not get a phone call. She said that FM called numerous times - my phone saves all voicemails, even deleted, for about a year. The last time FM contacted me was XX/XX/XXXX. They DID NOT call me to inform me that the payment was past due.
XXXX offered to have their technical team look into the issue, and if they can find that I made an attempt to pay, they will remove the reported delinquent payment. So I posed a hypothetical - what if I made an honest mistake and did not make the payment? I doubt that seriously, but what if I did? Is that not where FM comes in and timely notifies me that I am past-due - as they had done so in the past?
When I was on the FM website earlier this month to pay my mortgage and check the outstanding principle for my own personal debt managing purposes, nothing showed delinquent. I fail to understand how FM can get away with reporting a borrower who has a history of timely payments, as well as documented instances of FM 's website not processing my payments, without notifying the borrower first. Now my excellent credit will be tarnished by FM 's purposeful refusal to timely notify me that a payment was not received so that I may cure the issue before it got to the point of negative reporting on my credit report. My husband and I were preparing to either purchase or build a new home- now I do not know how this will affect it. Honestly, I think FM did this on purpose because I reported it to CFPB and the Ohio Civil Rights Commission last year. I think this is payback for making it be a responsible lender, but it is not fair, because I am a responsible consumer. My credit report, before FM 's negative reporting hits it, reflects that.
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| 12/27/2021 |
Yes |
- Mortgage
- Other type of mortgage
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- Trouble during payment process
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Web |
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I had previously submitted a complaint about Freedom Mortgage 's refusal to process the deferral agreement ( Complaint ID XXXX ). Their response was full of misrepresentations and false statements, and still does not address my complaint, prompting the submission of a new complaint.
For example, Freedom Mortgage makes a statement that when the loan came to them in XX/XX/XXXX, it was already delinquent XXXX months. That is a flat out lie because the forbearance period ended XX/XX/XXXX and per the XXXX agreement, the next due date was supposed to be advanced to XX/XX/XXXX. As of XX/XX/XXXX, the loan was only XXXX months past due. Therefore, on XX/XX/XXXX, the loan was only XXXX months past due and Freedom Mortgage deliberately failed to process the deferral despite our numerous requests ever since XX/XX/XXXX.
Freedom Mortgage also misrepresents XXXX XXXX guidelines which expressly state that if the deferral is approved and the loan is less than XXXX months past due at the time of approval, then no payments are required from the customer during the processing months. That is, in fact, what XXXX told us and directed us not to make any payments until the deferral agreement is effect. The guidelines also specifically state that the deferrals should be processed within 30 days, which Freedom Mortgage failed to do despite repeated requests from us. Not once, did we ever receive any correspondence from Freedom Mortgage regarding the status of the deferral agreement. When we asked to speak to a supervisor about Freedom Mortgages failure to process the deferral, no one bothered to call us back while Freedom Mortgage continued to deliberately not process the deferral.
Furthermore, Freedom Mortgage has failed to bring the account to reflect as current, and instead the account shows as mitigation loss. Freedom Mortgage has violated numerous state and federal laws, and threatened wrongful foreclosure of our home all in violation of the CARES Act.
Freedom Mortgage must properly process the deferral agreement as previously agreed upon with XXXX. The five payments in the amount of {$12000.00} can not be applied toward the forbearance period but must be applied toward the XX/XX/XXXX through XX/XX/XXXX period as previously agreed upon and my account must show as current and never delinquent and/or never in mitigation loss.
Moreover, this deliberate act by Freedom Mortgage was done with the sole intention to steal our home. It is obvious by the fraudulent responses from Freedom Mortgage who in XXXX days after this complaint was filed with your office, finally was able to process the deferral. Freedom Mortgage must be held liable for their fraudulent and bad faith actions. There are over 4,000 complaints from different people about this company and we respectfully demand that you hold this company accountable for their fraud and bad faith actions and not let them escape unscathed so that they continue with their illegal and fraudulent ways.
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| 07/17/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
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Web |
Older American, Servicemember |
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My original complaint sent to the company on XX/XX/XXXX : Freedom Mortgage placed me as a delinquent account on XX/XX/XXXX with XXXX. They followed that up with a derogatory account On XXXX XXXX with XXXX. On XXXX XXXX they reported to XXXX about a Improved account. The one that wasn't derogatory/delinquent in the first place. Now Freedom Mortgage placed me on Delinquent account on XXXX XXXX again, for the same account, and again in error. This is the kicker. XXXX lowered my credit score for them by XXXX points on XXXX XXXX. I asked for a 90 day forbearance on my mortgage loan from Freedom Mortgage for XXXX, XXXX, And XX/XX/XXXX following Hurricane Ida on XXXX XXXX. I was told by Freedom Mortgage that I was approved for a VA Modification Loan on XXXX XXXX. The loan started on XX/XX/XXXX. Freedom Mortgage repeatedly sent me letters trying to sign me up for a Covid type of forbearance that I repeatedly refused. They cancelled my VA Modification loan and this continues on through today. Freedom Mortgage told me that they do not report accounts to the Credit bureaus that are currently in Loss Mitigation. This appears not to be true.
Their response on XX/XX/XXXX : XX/XX/XXXX XXXX and XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, LA XXXX Re : Your Complaint to the CFPB Complaint # XXXX Dear XXXX and XXXX XXXX : We have reviewed your complaint and researched the issue regarding your request for loss mitigation retention options. You called on XX/XX/XXXX and advised that you were impacted by a natural disaster. You were placed on the disaster forbearance effective XX/XX/XXXX through XX/XX/XXXX. You called in on XX/XX/XXXX and advised that you were ready to resume making payments. The Customer Service Representative ( CSR ) incorrectly noted our system that you needed payment relief under COVID. As a result, you were approved for the COVID refund modification on XX/XX/XXXX. You called in on XX/XX/XXXX and stated that you did not want a modification and wanted to be reviewed for the partial claim. We closed out the modification review on XX/XX/XXXX. The partial claim is not an option under the disaster waterfall. We sent a streamline offer to you due to the COVID designation being present on the loan. Since you were not impacted by COVID, you would need to submit a complete loss mitigation package to be reviewed for a modification. I have attached a loss mitigation package for your review. Your credit has been corrected from XXXX, XXXX to XXXX, XXXX to reflect as current and we have extended credit protection through XXXX, XXXX in order to provide you enough time to complete the loss mitigation process. Very truly yours, XXXX XXXX XXXX Director Customer Service Freedom Mortgage Corporation XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, NJ XXXX Their response was satisfactorily however they have not done anything yet to date. Please re open the investigation or force them to comply with their mediation agreement.
With kindest regards, XXXX
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| 02/03/2023 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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There were 3 partial payments made to Freedom Mortgage for the month of XXXX. One payment of {$980.00} was made on XX/XX/23. A payment of {$770.00} was made on XX/XX/23. On XX/XX/23, I was notified by XXXX XXXX that my payment of {$770.00} was not successful. On XX/XX/23 I made another payment for {$770.00}. I, the consumer, was not aware that Freedom Mortgage was going to attempt to process the failed payment from XX/XX/23. On XX/XX/23, Freedom Mortgage retried the payment from XX/XX/23 and it was successful. Therefore, the entire payment for XXXX has been made and processed. On XX/XX/23, Freedom Mortgage attempted to process the second payment that was made on XX/XX/23 despite already having the full payment for XXXX. I contacted Freedom Mortgage and XXXX XXXX about the issue. Freedom Mortgage verified my full payment for the month of XXXX had been made and the XXXX payment was not necessary. XXXX states they would put a stop payment on it and the money would be released back to my account. Freedom Mortgage stated they would put in a request to have the payment refunded if the payment was successful. The representative from this conversation DID NOT notate my account with this information. I called back after this conversation and asked to speak with a supervisor to have this information notated, and she as well DID NOT notate my account. Anyways, XXXX was successfully able to stop the payment and release the money back into my account. Freedom Mortgage processed a refund despite me already receiving payment from XXXX. By time Freedom realized they did not receive the second payment because the stop payment did not reflect in their system until 5-7 business days later, they took their money back from out of my XXXX payment and therefore making my XXXX payment delinquent. Freedom Mortgage did not notify me that they had processed a refund nor did they notify me that they took it out of my XXXX payment and now it was considered delinquent. It is not my fault that it takes their system 5-7 days to reflect the " stop payment '' by my bank had occurred and they did not have to process a refund. Furthermore, it is illegal to take back this refund from my XXXX payment made for my mortgage and making me delinquent. The additional payment do not have anything to do with my XXXX mortgage payment. Freedom Mortgage did not have the right. I have asked to see where I authorized for the second attempt on payment, I have not received it. I have asked can they provided documentation showing outreach attempts about them taking this refund out of my XXXX payment, Freedom Mortgage has not. I have asked Freedom Mortgage to show me where they made me aware that my status of my XXXX payment has changed, they did not. Freedom Mortgage was only concerned about getting the {$770.00} payment back that mistakenly made than being worried about the consumer. They were only concerned about fixing their mistake and in the process damaging the consumer.
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| 10/18/2016 |
Yes |
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- Application, originator, mortgage broker
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Web |
Older American, Servicemember |
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I applied for a refinance with Freedom Mortgage. They received my application and they sent me some documents out for me to review and sign and return, which was done. They received another email saying they received it and needed another document showing whats called a subordination from XXXX XXXX XXXX XXXX. Then they informed me they were awaiting the subordination package from XXXX XXXX XXXX XXXX which was XXXX 2016. Freedom Mortgage continued to send me emails saying that they were waiting on the subordination from the XXXX XXXX XXXX XXXX. The last email I received from them was in late XXXX. They said they were still awaiting subordination from XXXX XXXX XXXX XXXX. Having concern about it, I called the XXXX XXXX XXXX XXXX. The XXXX XXXX XXXX XXXX informed me they were not in receipt of the subordination and that was in late XXXX. I provided a contact phone number to XXXX XXXX XXXX XXXX for Freedom Mortgage. The XXXX XXXX XXXX XXXX informed me that due to my request and the situation at hand or words to that effect that they would contact Freedom Mortgage on submitting a subordination request. It was late XXXX that XXXX XXXX XXXX XXXX informed me they would send out the request. The XXXX XXXX XXXX XXXX contacted me to let me know that they were in receipt of the subordination request from Freedom Mortgage. XXXX XXXX XXXX XXXX further informed me that they would expedite it on my behalf. The XXXX XXXX XXXX XXXX called me to inform me that they finally received the subordination request. Approximately 2 days later, the XXXX XXXX XXXX XXXX stated that they received it and had a few questions of me. I proceeded to answer the questions and XXXX XXXX XXXX XXXX they would expedite and submit it to Freedom Mortgage. My question is why did they tell me they would submit a request in early XXXX, and did not actually submit it until late XXXX, after I called. Freedom Mortgage informed me through telephone call and some kind of post-it note I received on my door, I was authorized to miss XXXX mortgage payments, which Freedom Mortgage denied later. I sent copies of the notice I received on my front door. So I been getting the emails constantly that they found some errors in the subordination, but those errors were not on my part. Then they emailed me again saying errors had been corrected and they were going to forward it for approval to the title company and this was going on for XXXX3 weeks. Now we into XXXX and they keep saying that theyre awaiting on the approval from the title company which I believe was another prolonged setback on closing my refinance. In XXXX of 2016 I received an email from Freedom Mortgage informing me an account must be current in order to close. Due to the prolonged delays and setbacks, I missed XXXX and XXXX payment due to this setback which resulted in Freedom Mortgage that they were going to withdraw their refinance request. And I was appalled at their actions because of the prolonged setbacks.
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| 12/09/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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My husband and I moved into a new construction home in XXXX of XXXX. At that time, we were told XXXX of XXXX we would have a escrow analysis and have to make up payments for our property taxes as they wouldn't have the correct amount until the middle of XXXX. At closing, they estimated our taxes could be XXXX. We paid about XXXX at closing for taxes based on that estimate. In XXXX of XXXX, we had a tax appraisal and our taxes were in the XXXX XXXX. I called the mortgage company at that time and they said a refund would happen In XX/XX/XXXX for the overage.
So XXXX comes. Our mortgage has Changed companies XXXX and is now with freedom mortgage in nj. We got a bill for taxes of XXXX and XXXX of XXXX. I called XX/XX/XXXX the mortgage company sent all the info in and was told they would run an analysis.
Two weeks later we get a message from them saying our taxes are XXXX and our payment starting in XX/XX/XXXX would be XXXX dollars more. I called and questioned this and they were basing the increase off of all the payments made this year which included adjustments which were a XXXX thing. I contacted my township and reviewed the info with them and they assured me my taxes were still in the XXXX XXXX
I called the mortgage company back and they said they would fix things. I checked what they paid out of escrow while on the phone with them and noticed they paid the taxes for XXXX and the adjustment for XXXX twice. The representative said they didn't make A mistake And I told them I would call the township. I called the township the next day and they confirmed the mortgage company did overpay. They said they wired the money so returning it requires the mortgage company to call.
I emailed both the township and mortgage company to share the info. I requested the mortgage company to ask for a refund and give us the money back.
A few days later the township emails me saying the company called them and told them not to refund it but to keep the money.
I was upset and called the company who said the township couldn't return the money. I asked them to call the township again and they did and the township wrote a check for refund on XX/XX/XXXX.
So far we have still seen no money though. They said they got part of the money back and once they get it all we can request it back despite them currently having excess funds and sending nothing and it being their mistake.
In addition to that the proper mortgage payments and tax lines are still not right and I had the tax collector and assessor write them letters with the correct amount for next year.
This is all extremely frustrating. The mortgage company had told us we would hear back XXXX and nothing has been sent to us and the monthly payments are still increased when our taxes are less.
I would like our money back asap especially since it was there mistake and I want the payment amount corrected as we paid them excess in XXXX and XXXX due to them still not figuring it out.
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| 09/26/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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|
Web |
Older American |
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Freedom Mortgages manages my home mortgage. I pay my mortgage online through XXXX XXXX XXXX. I received a letter dated XX/XX/19 stating Freedom Mortgages had not received the XX/XX/XXXX payment for my home loan and was instituting a {$15.00} late payment fee. My first response was to visit my XXXX XXXX XXXX branch bank on XXXX XXXX in XXXX, WV. My teller, XXXX, assured my XXXX XXXX XXXX had issued a check for the XXXX payment which was delivered on XX/XX/19. This was the first time I had learned that Freedom Mortgages does not accept online payments and required my bank to issue a check each month to them upon my request for the online payment. Upon my return home, I called Freedom Mortgages. Employee ID # XXXX responded to my inquiries about the payment by saying there was nothing he could do. He insisted his company had contacted all mortgage holders to change the address for payments. I told him the message sent in XX/XX/XXXX was addressed to all people who paid their mortgage with a check. I read and discarded the message because I paid my mortgage online. I explained I had received a second message on XX/XX/XXXX which added people who pay online should also change the address. I edited the address on XX/XX/XXXX, and I told the employee of Freedom Mortgages I should think that the XXXX XXXX would be open at least through the end of XX/XX/XXXX. I asked to speak with a supervisor. The employee asked if he couldn't find a supervisor, would I be willing to speak with a customer satisfaction ambassador. I agreed and spoke with employee ID XXXX who said the payment might have been thrown out and requested I pay immediately over the phone. Expressing my distrust of the responses given thus far, I asked for some type of response from Freedom Mortgages to safe guard me in case the check was cashed even though I had issued a second check for XX/XX/XXXX payment. I informed Freedom that my bank would charge me {$35.00} for a stop payment on the " lost '' check. After some time spent on hold employee XXXX returned to the phone to inform me my " lost '' check would be returned to my bank. To my question of when would the check be returned the employee informed me there was no way to determine when and again requested access to my bank account for the XX/XX/XXXX payment. I told the employee when my bank received the check I would reissue the payment. The employee told me if I didn't make the payment by the end of XX/XX/XXXX I would suffer negative financial consequences. I am a XXXX XXXX on limited income. My finances can't uphold two mortgage payments in a single month. I think at the very least the late fee, the stop payment charge should be shouldered by Freedom Mortgages. I asked that my screen be notated about the " lost '' payment stopping any penalties or effects on my credit. This request was denied and backed up with the threat to my finances. Please help regulate this company.
XXXX XXXX XXXX XXXX, WV XXXX
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| 02/14/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I just want to start this by saying that my loan is currently under loan modification. I am leaving one mortgage company and in the process of going to another ( freedom mortgage ). All of these phone calls and agents that i spoke with are all on a recorded line at freedom mortgage. On XX/XX/XXXX i called freedom mort. And talked to an agent XXXX about our XX/XX/XXXX payment that was due. On a recorded line he told me that i had XXXX in unapplied funds and assured me that i could use that money to pay for my XXXX payment. I told him that i would call a couple days later to make that payment. On XX/XX/XXXX i called freedom mortgage and spoke to an agent XXXX ( agent ID XXXX ) to make the XXXX payment using the unapplied funds. I paid the XXXX difference and she added the XXXX of unapplied funds to it to complete the XXXX payment. She gave me a conformation number for payment and both of us were aware that this was going to complete the XXXX payment. On XX/XX/XXXX i received a letter in the mail stating that my XXXX payment was never made and that the XXXX dollars wasnt enough for a full payment and that it was placed in a separate account on hold. I called and spoke with XXXX ( AGENT ID XXXX ) i explained to her what happened and after looking through my account she informed me that agent XXXX put the XXXX to interest and not my XXXX payment. XXXX told me that she was going to put in a request to see if the money could be moved but she had to put in a request and that took 2 days to process. The last question that i asked her was in a worse case scenario will this request be denied and she said no it will not be denied. So i got off the phone with her believing what she said was true and i Immediately called freedom mort back and spoke to a supervisor in the escalations dept and spoke to XXXX agent ID XXXX. She immediately told me that basically XXXX who i spoke to in XXXX lied about me not being able to use the unapplied funds for the payment. They were able to pull the recorded phone call and heard him repeatedly telling me that i could use the money. XXXX told me that since my loan was under modification the money couldnt go to my payment that was due. I informed her that i had spoke to many agents from freedom and none of them mentioned this to me. So now due to their mistakes and lies i am behind a whole payment. On XX/XX/XXXX agent XXXX called me and told me that she was working with another supervisor named XXXX the mitigation supervisor and XXXX agent ID XXXX to see if they could do anything but they called me the next day and told me there was nothing that they could do and that i was behind a payment. I spoke with 3 freedom mortgage agents on the phone and none of them are telling the truth. They misinformed me that i could use that money for my XXXX payment and even gave me a conformation number. I dont trust giving freedom mortgage anymore of my money because Im not sure of where its going.
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| 10/08/2018 |
Yes |
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- Trouble during payment process
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|
Web |
Servicemember |
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On XX/XX/XXXX we signed our loan modification to which was not notarized until XX/XX/XXXX with our first payment due XX/XX/2018 in the amount of {$2400.00}. We had received an escrow analysis dated XX/XX/18 but was told to disregard it because of the modification. The analysis states that our escrow amount would increase to {$620.00}. On our modification, the new escrow amount has already been increased to {$620.00} to compensate for any shortage vs. the {$470.00} on the original loan. On XX/XX/18 I called Freedom Mortgage to ensure they received the signed modification paperwork and was advised that the payment was {$2300.00}. I received a call from XXXX XXXX stating the final payment after everything would be {$2400.00}. Later we received our first statement with the increased amount to {$2400.00}. We made our first payment on XX/XX/2018 in the amount of {$2400.00} on time. A few days later I received my new statement in the mail. This statement stated that my payment would increase to {$2500.00} to cover the escrow shortage. I immediately contacted Freedom Mortgage on XX/XX/18 and spoke with Reg ID # XXXX @ XXXX XXXX who stated that he did she the error and would put in a request to loss mitigation to make adjustments. He advised that when XXXX payment became due to pay the amount of {$2400.00}, but assured me this would be resolved quickly. I advised that I would like a call back on my cell phone XXXX instead of the home phone on file XXXX as we never answer that phone. I never received back until XX/XX/XXXX at XXXX XXXX to which was on my home phone. I returned the call on XX/XX/XXXX spoke with XXXX who advised that I needed to speak with XXXX who would call me right back after she finished up the call she was on. I never received a call back. I again called back and was told they would call me back to which I received on XX/XX/XXXX. I missed the call by a few minutes and then was never able to get the rep I NEEDED to speak with. I was advised that there still is no resolve to this issue. I expressed my concern as my XXXX payment is coming due. I asked if I should simply pay {$2400.00} but was advised not to because then there would be a shortage. I was told there is a 15 day grace period and that this issue would be resolved. Within the time from XXXX and XXXX I left 2 or 3 message for the Director XXXX XXXX as he helped me during the modification and he is the one who advised me of the {$2400.00} payment and advised me that the escrow increase was already taken into consideration. To date, I have NOT received a return phone call from him. I called Freedom Mortgage again today XXXX looking for resolve. I was advised by XXXX that there still isn't a resolution and attempted to connect me with either Mr. XXXX or the modification department. Neither were available. I again expressed my concern with wanting to make my payment but was told that later fees would be waived pending review of complaint.
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| 03/23/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
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On XX/XX/2020 I received a Payoff Statement from Freedom Mortgage. The amount of the payoff quote was {$66000.00}. The payoff quote was good through XX/XX/XXXX. I had an insurance check that was written to Freedom Mortgage and Myself in the amount of {$64000.00} that I received from my insurance company do to the property catching on fire. I contacted Freedom mortgage and was told by them that I needed to pay the difference so that the insurance check would be the exact amount owed when they received it. They informed me to go online and pay the amount of {$2000.00} towards principal and then send them the insurance check endorsed by me. On XX/XX/2020 I made a payment of {$2000.00} to principal like I was informed to do. I made sure that the payment to principal posted before I mailed out the insurance check. On XX/XX/2020 at XXXX XXXX at a USPS officXXXX I overnight mailed the endorsed insurance check, payoff quote, a letter to inform of a change of mailing address, and a letter of intent stating that I am sending this endorsed insurance check to pay off my loan. I mailed these items to Freedom Mortgage corporation Attn : Property Loss Dept. in XXXX SC as instructed by the Property Loss Dept.
Freedom Mortgage customer service and their Property Loss Dept. as well as my online account look-up, recognizes that I paid the full amount of the payoff quote before it expired. I have spoken with Freedom Mortgage Customer service representatives, supervisors, and ambassadors about the fact that their system isn't showing the loan as paid off. They all have agreed that I have satisfied my loan by paying the total amount of payoff in the allotted time frame. It seems that the problem is that the check is being passed around from one dept. to another. It also seems that because of there mistakes and confusion that they actually generated a SECOND payoff quote on XX/XX/2020. I have spoken with them a ridiculous amount of times and nobody can seem to fix it on there end. With this problem still not fixed Freedom Mortgage is saying that I'm late on my payment due on XX/XX/2020 and that now I owe for XXXX and my bill due in XXXX. This is ridiculous.If this problem is not corrected by Freedom Mortgage quickly then they will put a bad mark on my perfect credit report. The biggest problem this is causing in my life is that I can't get any insurance checks from my insurance company written in my name so that I can give the builders funds to start building my new house. I need to prove to the insurance company that I've paid off my loan so that the checks won't have Freedom Mortgages ' name on them. Freedom mortgage is preventing this from happening. Me and my XXXX children are living in a temporary rental house until the new house can be built. We have a lease agreement and have to be out by a certain date. Freedom Mortgage is preventing this. This problem needs to be addressed and corrected as urgently as possible.
|
| 06/03/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
|
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Web |
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Hello, I have been going through a refinance with Freedom Mortgage Corporation, headquartered at XXXX XXXX XXXX XXXX XXXX XXXX, NJ XXXX ( NMLS ID : XXXX XXXX. This process has now taken 8 weeks due to Freedom Mortgage 's ( 1 ) repeated attempts to inflate the costs of the loan relative to the initial loan that we agreed upon ; and ( 2 ) repeated failures to support the closing appointments that they scheduled with us. This refinance remains unresolved, and I have stopped receiving responses to my requests for help.
Freedom Mortgage initially offered a no-cost refinance, for which I signed the closing disclosure on XX/XX/2020. They proceeded to rescind that closing disclosure and re-issue a second one on XX/XX/XXXX. I called them on XX/XX/XXXX to inform them that the costs, fees, and other information did not match what they had promised on the phone. They apologized and promised to correct the issue. By XX/XX/XXXX, I had heard no response so I sent an email asking for a status update. I then received the third closing disclosure on XX/XX/XXXX, which I signed on XX/XX/XXXX.
Freedom Mortgage then scheduled our closing appointment for XX/XX/XXXX. However, at the time of our appointment, the agent did not arrive. We called them to learn that Freedom Mortgage had failed to provide her with our closing documents. I called Freedom Mortgage to report the issue and they apologized because our documents had still not received an internal approval that Freedom required because the loan was too beneficial to the borrower ( I am paraphrasing ).
They scheduled our second closing appointment for XX/XX/XXXX. Again, the agent did not arrive due to Freedom failing to provide her with our closing documentation. I called to report the issue and they apologized again, reporting the exact same issue ( awaiting internal approval because the loan was too beneficial to the borrower ).
Freedom Mortgage then called me on XX/XX/XXXX to schedule a last-minute closing appointment for that evening. We accepted. When the agent arrived, she handed us a closing disclosure that we had never agreed to. Freedom Mortgage had inflated the loan amount, interest rate, and estimated monthly payment, and had reduced the cash to borrower at closing without informing us. We chose not to sign it due to all of these last minute changes that they tried to sneak into the loan.
I called Freedom Mortgage immediately and spent 20 minutes going through various escalations. Finally, the agent on the phone told me they would transfer me to the highest level of escalation to solve the issue. I then remained on hold for 30 minutes before hanging up.
I also emailed Freedom Mortgage immediately after the failed closing appointment on XX/XX/XXXX. I received a call apologizing again on XX/XX/XXXX, but offering no concrete solution. I emailed again on XX/XX/XXXX and have received no reply.
Thank you very much for your help resolving this issue.
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| 01/22/2016 |
No |
|
- Loan servicing, payments, escrow account
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Web |
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The servicing of my loan was sold to Freedom Mortgage in XXXX 2015 ( from XXXX XXXX XXXX ). From the start I 've had nothing but problems. I did a modification with my original lender XXXX XXXX and was approved in XXXX 2015. All documentation was submitted, notarized and returned to the original lender XXXX XXXX and documents were recorded with my county recorder 's office. After my account was transferred, Freedom mortgage started sending me letters saying my account was in default and that I owed over $ XXXX on my account. Every representative I spoke to had a different story regarding my account. No one seemed to know what was going on. I kept sending in my payments to them every month, even though I was receiving in the mail, default letters, as well as Freedom Mortgage had inspectors coming out to my home as if I did n't live there. My credit report has suffered tremendously because Freedom continues to report that I am late. Freedom has not paid my property taxes and now I have been accessed a late fee on the property taxes. I have a single point of contact who has tried assisting but all I get is I 'm sorry but this takes time to correct. I recently found out from a Manager that a " Stop Code '' was placed on my account which means all work on my account should stop, but no one knows why this was placed on the account. The manager I spoke to informed me that this should n't be on my account. Each time I call Freedom they reference that I just went through a modification with them, which I have n't. My modification was done with XXXX XXXX XXXX in XXXX 2015, and approved and completed in XXXX 2015. To this date, Freedom mortgage, still has not updated my account to reflect that I am current, nor have they paid my property taxes. I 've also sent in a copy of my property taxes via fax and no one from the tax department has bothered to acknowledge that they received, or if they are working on getting that paid. I have had to deal with some of the rudest customer care representatives ( XXXX was the worse ). I would like someone to get this issue straightened out sooner rather than later. This has been the worse experience and has added a lot of stress to my life. After working hard to build my credit to purchase a home, this situation has affected my credit score and hinders me from being able to make other purchases. The lack of communication between departments at Freedom Mortgage is unbelievable and the difficulty to reach someone who knows anything about my account is beyond frustrating. If things were getting updated on my account, I would feel a little more at ease, but the fact that nothing has changed since XXXX, leads me to believe that no one is working on getting the issue resolved. I feel as if I 'm getting the run around and only being told they are working on this to pacify me at the moment. Whenever this is corrected my first course of action is to refinance with another company.
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| 03/10/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
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|
Web |
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On XX/XX/2020 I applied for a refinance of my home mortgage loan with Freedom Mortgage. They currently hold my loan so I am not a new customer and they contacted me offering a lower rate and to pay many of the related closing costs.
Since that time, I have submitted every piece of documentation they have requested NUMEROUS TIMES. Often, I do not hear from anyone for extended periods of time.
Each time I complete the submission, I am later told they do not have the information.
Much of this is PERSONAL FINANCIAL INFORMATION that NO ONE in the company seems to be able to locate!!! On more than one occasion I have submitted files to and from secure sites and been acknowledged of their receipt by Freedom Mortgage - only to later be told they do not have the information. I have even been told they need something that they have never actually requested! Or, asked for statements that were not available at the time I submitted those they requested.
My complaint here is to address their clear mishandling of such information as well as their complete lack of customer service. My so-called advocate is a very rude man.
My loan officer and managers have been completely unresponsive to calls and emails.
There is seemingly NO WAY to reach anyone in the review department or anyone higher than the advocate to find out the status of the application. My so-called advocate XXXX XXXX, has denied receipt of secure emails sent to him by my financial broker. He has had secure emails in his inbox that he simply did not want to take the time to open and upload. So where are they?
I have not been able to access my customer portal for weeks to even be able to review my rate and closing costs. Repeated requests for this information were ignored.
I apparently can not attach recent emails to and from the company but am happy to provide CFPB more details if necessary.
There are literally HUNDREDS of customer reviews online that say the exact same thing about being unable to close on a re-fi for months, reports of completely unresponsive company representatives and repeated requests for documentation already provided.
My damage? I have wasted THREE MONTHS trying to move this application to closing. Mortgage rates have now INCREASED SIGNIFICANTLY so I am not going to benefit nearly as much by refinancing.
This company should be investigated for their mishandling of consumer applications as well as mishandling of sensitive personal and financial documents. NO ONE should go through this only to end up NOwhere. There is no indication of ever getting to closing with this company. My loan was originally scheduled to close on XX/XX/XXXX.
They are now requesting even MORE documents as if completely starting over.
I realize things are time-sensitive but the only reason - the ONLY REASON - this is an issue is their lack of professionalism and internal communication to be able to effectively process a loan application.
|
| 09/28/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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|
Web |
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I am a HUD Certified Counselor working with a borrower. She has a Fannie Mae loan serviced by Freedom Mortgage. She had a hardship and applied for assistance. She was approved for a Trial Plan in XX/XX/XXXX. She reached out to our agency in XXXX for assistance and to understand her options and I learned of this trial offer that started in XXXX. I advised that she call in immediately to see if she could still accept the trial, as the paperwork stated that she could make payments within the month it is due, and this was XX/XX/XXXX and the first trial payment was due in XX/XX/XXXX. She called Freedom mortgage and they accepted her into the trial and took her payment. She called on XX/XX/XXXX and made her 2nd of 3 trial payments and the rep confirmed that she was on the trial and this was her second payment and she just needed to make one more and she would be sent modification documents. She received a new trial offer ( with a higher interest rate and payment ) in the beginning of XXXX and called Freedom on XX/XX/XXXX and tried to make her 3rd payment on the original trial and was told she had to accept the new trial and make her first payment in XXXX. She called me confused and I called Freedom and was told that she denied the trial offer back in XXXX and it was closed out, although borrower does not recall denying it. I began trying to resolve this through an escalation contact, because the time to tell this borrower that she had denied the offer and it was closed out, was before they accepted her into the trial and accepted her payment TWICE. They had the opportunity to tell her this in XXXX and XXXX, but they accepted her onto this trial and took 2 payments, so that opportunity to tell her the offer was closed out was long past. This contact, XXXX XXXX, listened and agreed that the original trial should be honored and said she would send it up for review. She called me on XX/XX/XXXX and told me initially that the review determined that she denied the offer and the new offer was all there was for an option. I reiterated that they told her she was on the trial and took 2 payments, and XXXX agreed that they missed that point during the review and that she was going to fight for what was right, to honor that first trial. XXXX told me to wait on advising client about making the final payment until she could send for another review. I NEVER heard back from her again and have left 4 messages. This has been dropped by Freedom and no one can give me any answers and now XXXX is denying that I have even left any messages. It is highly unprofessional and this client has held up her end of the bargain and has made all 3 trial payments and Freedom is not honoring their end of the bargain. I never file these complaints on behalf of my clients, but due to the egregious lack of follow up and untruthfulness of their escalation contact, I feel I have to report this. The borrower will also be filing a report.
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| 01/26/2022 |
Yes |
|
- Problem with a credit reporting company's investigation into an existing problem
- Problem with personal statement of dispute
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|
Web |
Servicemember |
|
In XXXX of XXXX while I was on maternity leave, I experienced a 30 day late with Freedom Mortgage that was reported to the credit bureaus. During this time I was not being paid my XXXX benefits timely. Once the issue was resolved, XXXX paid me 9 weeks of missed XXXX XXXX payments ( {$970.00} each ) on XX/XX/XXXX which I then paid my XXXX and XXXX mortgage payments with to become current and up to date.
XX/XX/XXXX - paid 9 weeks of missed payments ( {$970.00} each ) XX/XX/XXXX - transferred {$4300.00} into bank account that pays my mortgage XX/XX/XXXX - paid {$5200.00} to Freedom mortgage to become current VA preapproval for new mortgage was approved on XX/XX/XXXX, once we went to get the actual approval to move forward with purchase ( mid XXXX ) it was denied due to two 30 day lates within one year. I wrote Freedom mortgage the following goodwill adjustment letter on XX/XX/XXXX requesting the 30 day late be removed from XX/XX/XXXX. We are closing on the sale of our house XX/XX/XXXX and were hoping to be closing on the purchase of our new house on or shortly after that date but this is holding up the process. I appreciate anything you can do to help. Please let me know if there is any other information you need from me to have this issue resolved as soon as possible.
To Whom It May Concern : Im writing this letter to express my gratitude as a long-time customer of Freedom Mortgage and to discuss a concern regarding my account. Specifically, I would like to discuss an item posted to my credit report regarding this account and request that it be revised.
My account with Freedom Mortgage began on XX/XX/XXXX. Since that time, I have enjoyed excellent customer service and benefits and have been happy with Freedom Mortgage. I have also been a customer in good standing, paying my account in a timely manner.
However, in XXXX of XXXX while I was on XXXX XXXX from XXXX XXXX, I experienced a 30 day late charge that was reported to the credit bureaus. During this time I was not being paid my XXXX benefits timely. Once the issue was resolved with XXXX Claims, they paid me 9 weeks of missed XXXX XXXX payments ( {$970.00} each ) on XX/XX/XXXX which I then paid my XXXX and XXXX mortgage payments with to become current and up to date.
I wish that I was able to continue with payments in my normal manner during that time and regret that I wasnt able to do so. Following that personal issue, Im working hard to repair any damage done to my credit and personal financial life, and Im reaching out to you for support in that effort.
Im asking that Freedom Mortgage give me a second chance at a fully positive credit history with your organization by removing the late payment mark from my credit report with all three credit bureaus from XXXX of XXXX. Please let me know if there is anything else I can provide to support you as you consider my request.
Thank you for taking the time to consider this request.
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| 07/08/2019 |
Yes |
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- Trouble during payment process
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Web |
Older American, Servicemember |
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SUBJECT : RETURN OF FUNDS FROM DOUBLE MORTAGE PAYMENT IN MONTH OF XXXX On or about XXXX XX/XX/2019 I authorized a monthly ACH draft from my XXXX XXXX checking account for the purpose of paying my mortgage to Freedom Mortgage. By XXXX XX/XX/2019 I had not received any form of written communication from Freedom Mortgage that verified the ACH draft would take effect. Therefore, on XXXX XX/XX/2019 I paid my mortgage payment via my on-line banking with XXXX XXXX. On XXXX XX/XX/2019 I finally received a letter ( dated XXXX XX/XX/2019 ) from Freedom Mortgage that stated my ACH draft request had been processed and that my XXXX checking would be debited on XXXX XX/XX/2019. I immediately called Freedom Mortgage and was told that it was impossible to stop the ACH draft on that day, and that I should attempt to stop the payment of the draft by my bank ( XXXX XXXX ). I called XXXX and asked that the draft not be honored. XXXX XXXX took all the pertinent information but stated that if the draft had already executed, it could not be stopped. And it was not stopped.
Therefore, it is clear that I made two XXXX mortgage payments to my loan with Freedom Mortgage ; one was in error. I need one of those payments returned to my XXXX XXXX checking account. Both I and my wife are retirees and live on a very fixed income and budget. The {$2200.00} that made the second XXXX mortgage payment are the funds needed for our living expenses and other bills for the entire month of XXXX.
After speaking to a Freedom Mortgage representative by phone on Friday, XXXX XX/XX/2019, I faxed to Freedom Mortgage the information above and a copy of my XXXX XXXX checking account information showing both payments had posted ( been paid ) to Freedom Mortgage. The Freedom Mortgage representative had provided me their fax # XXXX, which I used. On Monday, XXXX XX/XX/2019, I called Freedom Mortgage Customer Service # XXXX to inquire as to the status of my request for return of one of the two XXXX payments I made. I spoke with XXXX, id # XXXX, in XXXX, Indiana. I was first told that once the request had " been processed '', a check would be sent to me. I asked why an electronic transfer could not be made directly to my checking account. I was put on hold for several minutes. I was then told that " XXXX '' had told XXXX that once my fax " had been found '', she would have an electronic transfer made to my XXXX XXXX Checking account, and that would take 5-7 days. I expressed my disbelief that an electronic transfer takes 5-7 days, and asked to speak with XXXX 's supervisor. I was again put on hold for several more minutes. I was then told a supervisor was not available I requested to make an appointment with a supervisor and that request was denied. The supervisor in question is " XXXX '', also in XXXX, Indiana. In the final analysis, I received no confirmation that my fax had been located, nor that I would receive my funds any time soon.
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| 02/05/2024 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
- Delays in the application process
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Web |
Servicemember |
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I would like to report Freedom Mortgage Corp. for attempting to deny a veteran their assumption benefit through intentional repeated delays.
On XXXX XX/XX/XXXX I reached out to Freedom Mortgage Corp. via phone to start the loan assumption process. They sent me a form and gave me instructions to fill it out, which I did that same day and submitted to them. I was told it may take up to 30 days for that to be processed and they would reach out to me with the next steps.
On XXXX XXXX XXXXXX/XX/XXXX I followed up via phone and was informed that there was an issue with the paperwork and nothing had been processed since XXXX XXXX. Neither myself nor the seller were notified of the paperwork issue. That issue was remedied the same day.
On XXXX XX/XX/XXXX I followed up via phone to verify the process was moving forward, and was told to expect a follow up phone call.
On XXXX XX/XX/XXXX, I had not received a follow-up call, so I called Freedom Mortgage and was scheduled for a phone call for more info on XXXX XX/XX/XXXX.
On XXXX XX/XX/XXXX, I received a call from Freedom Mortgage to give initial financial information about myself in regards to purchasing the home and was told to expect a hard copy application packet in the mail.
On XXXX XX/XX/XXXX, I had still not received anything via mail from Freedom Mortgage, so I followed up via phone call to check on the status of said packet.
On XXXX XX/XX/XXXX, I finally received an application packet via mail from Freedom Mortgage after 58 days of initial request.
On XXXX XX/XX/XXXX, I submitted the completed application packet along with requesting supporting documentation to Freedom Mortgage via XXXX overnight.
On XXXX XX/XX/XXXX, I was assigned a loan processor, XXXX, who said " over the next few business days, I'll be going through your application that you submitted over to us and looking to see if we have a full package that we can submit over to underwriting for their review, or if we're missing documentation I'll definitely let you know what we need to get that completed. '' and " look for my email in the next few business days letting you know if we either have a full package or if we're missing something, what we do need. '' On XXXX XX/XX/XXXX, I had not received a phone call or email from XXXX, and reached out via phone to his direct line and left a voicemail requesting a return call.
On XXXX XX/XX/XXXX, I still had not received any contact from XXXX, I called his direct line again, with no response. I then called the general customer service number and was assigned a new processor.
While this process has not yet been completed, based on numerous other complaints for similar issues filed to the CFPB against Freedom Mortgage Corporation, they are intentionally delaying the assumption process for their own financial benefit to the detriment of veterans who have earned this benefit through great amounts of personal sacrifice.
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| 02/15/2018 |
Yes |
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Web |
Older American |
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FREEDOM MORTGAGE ORGANIZED A COMPLICATED FRAUD COVER UP IN XX/XX/XXXX WITH XXXX MORTGAGE. XXXX XXXX HAS CONFIRMED LOAN ORIGINATION FRAUD AND EMBEZZLEMENT / MISAPPROPRIATION OF FUNDS OCCURED AT FREEDOM MORTGAAGE AND XXXX XXXX WHEN FREEDOM MORTGAGE WAS CONFRONTED AND CAUGHT ... THEY SOLD THE LOAN TO XXXX *** XXXX REQUESTED THE PROPER LOAN DOCUMENTS TO PROVE THIS WAS NOT A FRAUDULENT LOAN .. AND INSTEAD GOT AN ORGANIZED CRIMINAL COVER UP ORCHESTRATED BY FREEDOM MORTAGE 'S VICE PRESIDENT, XXXX XXXX *** FREEDOM MORTGAGE NEVER PRODUCED THE DOCUMENTS NOR DID THEY DEFER OR REFUSE TO COMMENT AS UNAUTHORIED 3RD PARTY IN XX/XX/XXXX ... ALTHOUGH LEGALLY THEY SHOULD HAVE AND FORCED XXXX TO CANCEL THE LOAN DUE TO NOT HAVING THE PROPER DISCLOSURES OR LOAN DOCUMENTATION *** FREEDOM MORTGAGE LIED TO THE CFPB AND THE CONSUMER IN XX/XX/XXXX AND XX/XX/XXXX AND MISLEAD BOTH OF THEM ON HOW THE REAL ESTATE SETTLEMENT PROCEDURES ACT WORKS WHEN ENFORCED *** YOU CAN NOT MISLEAD A CONSUMER ... YOU CAN .NOT LEAVE OFF LENDER REQUIRED ITEMS TO MAKE A PAYMENT APPEAR LOWER *** WHEN ERRORS OCCUR THEY HAVE TO BE CORRECTED OR 100 % OF THE LOAN HAS TO BE CANCELLED ... IMMEDAITELY ... WITHOUT QUESTION, HARASSMENT, EXTORTION OR ANY FURTHER COLLECTION ATTEMTS OF ANY KIND *** THIS IS COMMON SENSE AND IT IS THE LAW IN EVERY INDUSTRY*** XXXX HAS NOW LOST THEIR STAR WITNESS ... XXXX XXXX KNOWS SHE BROKE THE LAW AND NOW REFUSES T COMMENT *** XXXX KNOWS FREEDOM MORTGAGE BROKE THE LAW *** XXXX BROKE THE LAW BY COVERING THESE FACTS UP *** AND NOW EVERYONE IS HIDING FROM EACH OTHER HOPING WE JUST GO AWAY ... THERE IS A 0.0 % CHANCE OF ME GOING AWAY WITHOUT JUSTICE IN THIS CASE ... I FOLLOW THESE LAWS EVERY DAY ... I EXPECT EVERYONE ELSE TO DO THE SAME WITHOUT QUESTION ... ALWAYS FREEDOM MORTGAGE ANSWERED THE PREVIOUS COMPLAIBTS FALSELY AND ENTHUSIASTICALLY ... SO WHY BE COY NOW??? YOU BROKE THE LAW,,, FACE THE CONSEQUENCES. I CAN NOT SELL STOLEN GOODS OR MISLEAD PEOPLE BY HUNDREDS OF THOUSANDS PF DOLLARS ... AND NEITHER CAN THEY. WE ALL FOLLOW THE SAME LAWS ... SOME OF US JUST NEED FINES AMD PRISON TIME AS REMINDERS. WE HAVE PROVEN FRAUD ... XXXX CONFIRMED FRAUD AND LATER COMMITTED THEIR OWN FRAUD ... SO WE ARE EXERCISING OUR RIGHT TO IMMEDIATE LOAN FORGIVENESS. IF THEY REFUSE TO COMPLY ... I ALSO WANT THE RECORDING MADE OF MY XX/XX/XXXX-XX/XX/XXXX PAYMENTS AND XX/XX/XXXX TO XX/XX/XXXX PAYMENTS IN XX/XX/XXXX ... WHERE XXXX COMMITTED WIRE FRAUD BY TELLING ME THEY WERE APPLYING PAYMENTS TO MY ACCOUNT WHILE SIMULTANEOUSLY STEALING THEM AND NOT PAYING PRINCIPAL AND INTEREST FIRST AS REQUIRES BY THE RESPA. ALSO ... WE HAVE ESCROW FRAUD IN XX/XX/XXXX. I IMMEDIATELY PAID THE ENTIRE ESCROW SHORTAGE FROM THE ANNUAL REVIEW OF XX/XX/XXXX AND IMMEDIATELY GOT A DEMAND LETTER FOR MORE MONEY AND ANOTHER ESCROW SHORTAGE ... THEY CONTINUE TO USE COMPUTER FRAUD TO STEAL $ $ $ AND LEAVE CONSUMERS STRUGGLING TO KEEP UP WITH THE CONSTANT DISHONESTY.
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| 09/30/2016 |
Yes |
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- Settlement process and costs
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Web |
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In XXXX I started a search to re-finance my mortgage so that I could lower my rate, lower my payment and take advantage of some of the benefits that come along with that such as skipping payments, receiving escrow money back from the current mortgage and so on. Anyway, on or around the XXXX of XXXX I started speaking with Freedom Mortgage, the process at first moved smoothly and around the XXXX I was told that my file was moved to underwriting. At this point I felt comfortable and secure in Freedom Mortgage and I was set to close on XXXX/XXXX/2016, and I did. Then on XXXX/XXXX/2016 almost a week after closing I received a call stating that they would have to recall the loan due to the payoff amount differing from what they had to what was received from my current mortgage holder. I complied right away and it was taken care of in a matter of minutes on my end. At this point I was freaking out because I had already planned/spent the mortgage money that I would have used to pay XXXX payment but because as I stated above I was comfortable and confident so I thought that everything would work out.
Since this point however everything that could go wrong has gone wrong and getting responses back from anyone has been nothing short of horrible. I was set to close on numerous occasions and something always happened. A lot of the benefits that I spoke about above I am now going to miss out on due to the timing and because of things that were outside of my control and things that should have been done/fixed before we got to here. I have also asked that someone tell me the " numbers '' and explain to me how or what they can do so that I can still enjoy some of the benefits that a re-finance should offer and if everything was done properly from the beginning would have been offered. Finally, on XXXX/XXXX/2016 I closed on my loan at my house with a notary that did not explain anything and just ask me to sign the documents and I did because it was my last opportunity to get it done on time, once completed he advised me that because he was running late he did not have a copy of any of the documents for me and that he would get them to me. That night I emailed two of the contacts at Freedom Mortgage and let them know that I completed the signatures and ask that someone call me to cover the documents since the notary did n't have answers or a copy to leave for me. Since that time I have not heard back from anyone at Freedom Mortgage and now the loan has funded. I feel that due to certain circumstances out of my control I was taken advantage of due to an early error on their end. I also feel that anyone that handles mortgages should be up front and very direct about the process and numbers given the amount of money that a mortgage entails. This process once the loan had to be redone has been very unfair and deceptive on behalf of Freedom Mortgage and to this date I still have not heard back from them.
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| 10/18/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Freedom Mortgage do not credit escrow account, missing money, not respond to audit request over several times, claiming shortage on escrow account when is none, paying insurance bills multiple times and wrongfully.
I have called several times to Freedom Mortgage representatives, to request the errors made on the account be corrected .Examples described bellow prove that Freedom Mortgage is unable to properly managed our escrow account.
Here a some examples : 1.- XX/XX/XXXX. A Check we mailed for XXXX with written : : '' PLEASE APPLY TO PRINCIPAL ONLY '' was deposited toward future payments. I had to call several times before this error was corrected and the XXXX applied to the principal balance. This is not the first time this has happened when we made additional payments toward the principal.
2.- On XX/XX/XXXX statement. the amount we pay to escrow, which is XXXX was not credited to the escrow balance ; XX/XX/XXXX ; and XX/XX/XXXX, the escrow balance on our statements shows XXXX. Please explain why.
3.- On XX/XX/XXXX, we received a notification that there was a shortage on the escrow account, for XXXX XXXX. This huge shortage, just to the simple view, does not make any sense, since fire insurance for next year is XXXX, and the difference on property taxes for next year is XXXX Property Taxes for XX/XX/XXXX-XX/XX/XXXXwere XXXX Property taxes for XXXX are XXXX = ( XXXX ) Hazard Insurance From XX/XX/XXXX to XX/XX/XXXX = XXXX Hazard insurance From XX/XX/XXXX to XX/XX/XXXX = XXXX. XXXX = ( XXXX ) XXXX= XXXX= XXXX escrow shortage ; not XXXX.
ADDITIONAL OBSERVATIONS To my surprise, Freedom Mortgage made a payment to XXXX XXXX for Hazard insurance for year XX/XX/XXXX- XX/XX/XXXX in XX/XX/XXXX for XXXX XXXX, almost three months before the coverage ended in XX/XX/XXXX. This payment must had been done in XXXX, not in XXXX.
Please explain why.
HAZARD INSURANCE IS ALREADY PAID FOR A YEAR ; FROM FOR XX/XX/XXXX TO XX/XX/XXXX!
When the analysis was made on XX/XX/XXXX, this fact was overlooked and that created a shortage : XXXX + XXXX = XXXX We have not only had issues with escrow errors, always in your company 's favor, but also had problems with you receiving our mortgage payment on time, Freedom Mortgage has claimed twice, they did not received our mortgage payment. We use bill pay to pay for dozens of bills we have due to our business and never had any complains nor late payments except for Freedom Mortgage We have compiled records of other payments made by our bank on our behalf, that were mailed on the same dates Freedom Mortgage had claimed did not received payment on time ; ALL of them cleared their checks on time, except for Freedom Mortgage.
Your prompt response to our request is appreciated. We hope to have this solved by the end of XXXX. We will not hesitate to take this further if these issues are not solved satisfactorily.
Thank you Best regards.
XXXX and XXXX XXXX
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| 04/02/2022 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
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In XX/XX/XXXX we decided to refi our mortgage to pay off 2 home improvement loans and 1 medical credit card with closing costs around $ XXXX our refi would be in the $ XXXX range. We chose freedom Mortage out of XXXX, IN and were approved. XXXX XXXX Customer Advocate XXXX was our contact. We selected them because their rates were low and because we know that these smaller mortgage companies sell to bigger banks anyway. To us they are all pretty much the same. We were locked in at 2.75 % Process begins : W-2, taxes, social security income etc. Typical stuff. By XXXX they were telling us they hadnt received any of the documentation, we sent everything again.
Appraisal came back, looks great. XX/XX/XXXX they wanted a termite inspection, which we received and sent to XXXX. We went back and forth because he said he didnt get the signed portion of the attachment, they didnt accept the payoff letter from the window company. It went on and on. I reached out to XXXX on XX/XX/XXXX via email telling him we keep getting phone calls requesting information we had already sent and we would like a closing date but he never responded. Later, he called my husband to tell him he needed a XXXX ( we had already sent ) I asked for a received a copy of our appraisal on XX/XX/XXXX. Then someone called us and told us we needed a water test. I emailed XXXX asking why. He never responded. So, XXXX and XXXX talked on the phone, the water test was the very last thing needed and then we could get a closing date for our refinance. We arranged the water test ( {$180.00} ) the water needed to be treated ( {$180.00} ) the company actually explained the water test to us ( XXXX never did ) and it made sense. So after the water was treated and we couldnt use the water, before being tested again ( {$180.00} total cost {$550.00} ) XXXX received a phone call from a man, XXXX, from Freedom Mortgage asking questions about our " closed File ''. Yes, they closed our file, literally " dropped '' it on our refi in the middle of the very last thing needed before we could close the loan. As you can imagine I was beyond angry-I was LIVIDXXXX said oh it looks like you were lost in the cracks ... he said he would see what he could do to get us back to active status and our 2.75 % rate-He later came back and said the best they could do was 4.50 % -he sent my husband a follow up email stating we " declined the offer '' and so here we are today and I am typing this email Also we did get really XXXX with XXXX and sometimes we were angry with these random people working for freedom calling us and wanting documents we had already sent ( I think Ive noted this already in this email ) We have refinanced in the past and never experienced this level of frustration-ever- but with Freedom Mortgage, it was beyond frustrating and I believe they strung us along knowing the rates were going to go up. I will file a complaint with the XXXX too
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| 06/22/2023 |
Yes |
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- Struggling to pay mortgage
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|
Web |
Servicemember |
|
My mom, brother, and dog all passed away in my house in XXXX within less than 2 months a week before Covid 19 shut down everything. Freedom Mortgage called me and asked me about forbearance. I was hesitant because I was waiting for my adjudication, but they reassured me that all was easy and wouldn't affect me in anyway. So, they talked me into it to help pay other bills. ( All before I got adjudicated ) When it was time to have everything moved to the end of the loan and start paying again, they wouldn't send me the paperwork to sign. After over a year, I told them that I moved closer to work and all of a sudden paperwork showed up. Yet still after another month or so and several phone calls later. However, when the paperwork finally got to me it was wrong. It had my ex-wife on the paperwork. They had me send in different papers to prove she shouldn't be on there but come to find out, they told me the wrong papers, needed more paperwork, and couldn't find the paperwork. After pressing that they did have it they were able to find it different times. I had the VA, XXXX, and fianc ( now wife ) all on the phone calls with and without me. They also gave the XXXX XXXX XXXXXXXX ( XXXX XXXX, XXXX XXXX. XXXX ) a very hard time and wouldn't work with him or answer his questions. They wouldn't even give the VA a payoff letter because I had received one fouXXXX months earlier. FMC refused to stop the sale that never should have been started in the first place. There were much more correspondences between each but never was able to get foreclosure stopped so the buyer could purchase. I was told by the VA that over 90 % of the company ( Freedom Mortage ) were XXXX and of them, over 50 % were being forced into foreclosure.
The buy was paying cash. All funds had been verified and earnest money paid along with paperwork for closing signed already and they still wouldn't stop it. VA stated that I owed XXXX XXXX ( ish ) and the buyer was paying XXXX XXXXXXXX which is what it appraised for by the appraised they hired. It sold for XXXX XXXX and FMC said I owed XXXX XXXX ( ish ). It is my understanding that they wrote that part off but who knows. They didn't do anything else they said before. My point is, if it was never supposed to be in foreclosure ( per them ), how can they charge me the XXXX XXXX ish? How can there be extra fees if they wouldn't give me a monthly payment or get the paperwork to me? I was even told by the VA that Freedom cliental was like 90 % XXXX and that at least 50 % were being forced into foreclosure. FMC recorded the calls and we have a call or two recorded also. If someone could get the recordings from them, it would be very obvious that they forced me into a foreclosure.
Please help. Even if I can't get my stuff fixed, It would be nice if they didn't do the same to others. I really would like to get what I deserve out of it and fixed.
Thank you, XXXX XXXX XXXX
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| 05/06/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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My mortgage on my property was bought by Freedom Mortgage company in XXXX and a escrow analysis was done at the end of XXXX. I was in Florida at the time they did the escrow analysis and I did not have a payment coupon book which was sent to my primary home. I sent in the shortage lump sum to Freedom Mortgage for the escrow analysis, and I sent in my normal payment for XX/XX/XXXX since i paid the shortage. When I received my statement for XXXX, it had some outrageous amount on it. I called Freedom Mortgage on XX/XX/XXXX to straighten it out. I was told by the representative that my lump sum escrow payment was not applied and it was sitting in the unapplied funds. I was also told I have to pay the erroneous amount in order for Freedom Mortgage to correct the situation. Since he confirmed with me that the amount due was wrong and I did not have the extra money to pay it, I requested to talk to a supervisor. The representative argued with me for 5 minutes to the point of us yelling at each other before he finally relented and let me talk to a supervisor and her name was XXXX. After explaining the issue to her she promptly told us what my correct monthly payment would be which was approximately {$20.00} more than my prior payment. I promptly paid her that day for my shortage in XXXX and my XXXX payment at the correct amount. She then told me she would write a letter to the escrow department and make sure the lump sum escrow payment i sent in would be applied. So XX/XX/XXXX, I was current and up to date on my mortgage loan. XXXX assured me that she would contact the correct department to have my {$20.00} shortage from XXXX payment applied promptly. She advised me it would take a few days to go through. Since that day I have received numerous statements with incorrect payment information. I have received 2 hardship folders and received threatening letters stating they are reporting me to the credit department. I realized that obviously this was not corrected as XXXX told me. I have made numerous phone calls, written letters, fax messages explaining the situation as I am now. I have called XXXX the supervisor at her extension that she gave me and left messages for her to contact me because she told me to contact her if I had any issues. I have heard nothing back from Freedom Mortgage. In the meantime I am getting notices from my Credit Card companies that my credit score has fallen dramatically and they are closing my credit card, and I continue to get negative mail from Freedom Mortgage which tells me the situation is still not corrected. I have exhausted countless hours with this company trying to fix this and Freedom Mortgage is ruining my credit score. Obviously they are not going to correct the situation, so this is why I am asking for outside help. ( I am including two folders which has all my dates and payment records that explain the whole story from the beginning ).
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| 09/28/2019 |
Yes |
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- Struggling to pay mortgage
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|
Web |
Older American, Servicemember |
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In XX/XX/XXXX I was injured on the job. It took about three months for workers compensation to okay the claim, which gave us little income for that three months. We contacted our creditors to let them know our situation including our Freedom Mortgage company. They worked with us with a forbearance program of which we made out payments on time. I was out of work for one year and by that time it showed us way behind on our payments with Freedom.
The Freedom 's loss mitigation had us fill out a packet again to see what they could do to help, but we were also trying to catch up with all of the other creditors. We put the packet together and sent it off for the underwriters and we went on another forbearance. In XXXX of XXXX my XXXX was so damaged I needed it to be XXXX so I was out of work again for another five months before returning to work ; forbearance for that period. Freedom Mortgage seemed to understand and help as much as possible and we were very grateful for it.
In XXXX or XXXX of XXXX we received a letter from Freedom saying they were putting us on another forbearance for three months of which we were suppose to make the payments each month on time. This payment was of the amount of our normal monthly payment. We complied with their request making the payments and filling out another loss mitigation packet hoping to get what was owed put at the end of the loan so we would be back on track with the loan. The packet was filled out and sent the last part of XXXX and verified they received it by phone. They called back after the underwriters had looked at it saying there were parts missing or not filled out correctly. They were rectified and returned just to get the same message that it wasn't complete. We made the XXXX house payment, but on XX/XX/XXXX we received a letter from Freedom saying " Please be advised that a foreclosure sale of the above-referenced subject property is scheduled for XX/XX/XXXX ''. They also stated that according to their agreement that our loss mitigation application was received less than 37 days before the scheduled foreclosure sale that they don't have sufficient time to review and stop said foreclosure. Also, we came home one day and found a note on our door stating that we had 45 days to vacate the premises.
The problem I see with this line of thinking is they keep finding little things that stops the process and we need to do it all over again or complete a form correctly. This ate up so much time that it appeared to us that Freedom was just delaying that process so they could foreclose and end the contract : they just want our home it appears and they did whatever needed to be done to accomplish just that. One of the statements made by their representative was " The IRS requires it to be exact '' when in fact I did what was asked on the form. Back and forth for weeks until now we are in this situation and see no way out of it.
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| 12/26/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
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- Improper use of your report
- Reporting company used your report improperly
|
|
Web |
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Per the FCRA, I XXXX XXXX as a federally protected consumer, I am now opting out of any and all authorization I the consumer may have given you written, unwritten, verbal and nonverbal per 15 USC 6802 to report my information to a third party, effective immediately and indefinitely. Please update account to PAID AS AGREED. I understand that the debt has been charged off/certificate of indebtedness and can not be reported to my credit report. I am requesting compensation {$1000.00} for every violation.
According to the Fair Credit Reporting Act 15 USC 1681 section 602 a states ( Permissible purposes of consumer reports, you can not report transaction history ).
" There is a need to insure that consumer reporting agencies exercise their grave responsibilities with fairness, impartiality, and a respect for the consumers right to privacy. '' XXXX, XXXX and XXXX etc. are consumer reporting agencies and I am the XXXX. I have the right to make sure my private information isn't shared which is backed by 15 USC 6801 which states, " It is the policy of the Congress that each financial institution has an affirmative and continuing obligation to respect the privacy of its customers and to protect the security and confidentiality of that customer nonpublic personal information. '' Also 12 CFR 1016.7 states that A consumer may exercise the right to opt out at any time. '' I am opting out of the reporting services listed above as well as your company.
Privacy Act of 1974 the Privacy Act of 1974, a law that protects the privacy of individuals by regulating the collection, maintenance, use, and disclosure of their records by Federal agencies.
15 U.S. Code 1681n - Civil liability for willful noncompliance for obtaining a consumer report under false pretenses or knowingly without a permissible purpose, actual damages sustained by the consumer as a result of the failure or {$1000.00}, whichever is greater.
313.1 Purpose and scope.
( a ) Purpose. This part governs the treatment of nonpublic personal information about consumers by the financial institutions listed in paragraph ( b ) of this section. This part : ( 1 ) Requires a financial institution in specified circumstances to provide notice to customers about its privacy policies and practices ; ( 3 ) Provides a method for consumers to prevent a financial institution from disclosing that information to most nonaffiliated third parties by opting out of that disclosure, subject to the exceptions in 313.13, 313.14, and 313.15.
433.2 Preservation of consumers ' claims and defenses, unfair or deceptive acts or practices. NOTICE ANY HOLDER OF THIS CONSUMER CREDIT CONTRACT IS SUBJECT TO ALL CLAIMS AND DEFENSES WHICH THE DEBTOR COULD ASSERT AGAINST THE SELLER OF GOODS OR SERVICES OBTAINED PURSUANT HERETO OR WITH THE PROCEEDS HEREOF. RECOVERY HEREUNDER BY THE DEBTOR SHALL NOT EXCEED AMOUNTS PAID BY THE DEBTOR HEREUNDER.
XXXX XXXX
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| 02/28/2020 |
Yes |
|
- Trouble during payment process
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|
Web |
Servicemember |
|
On or about XXXX, XXXX, I contacted Freedom Mortgage. I informed them that due to a medical issue I was experiencing, I needed some help on my mortgage payments. They agreed to defer the payments for 90 days. But they did not tell me that at the of 90 days, I would be required to catch up the loan. I thought we were suspending payments for the 90 day period, and I would resume on XX/XX/XXXX with payments being current.
For a period of five months, I continued to make payments but I was never able to catch the payments up.
On or about XX/XX/XXXX, I contacted XXXX XXXX XXXX for assistance. They worked with my mortgage company for approval of a loan modification. I paid this company {$5000.00}.
On XX/XX/XXXX, I was notified that I was not approved for a loan modification due to too much income, but I was approved for a VA modification which would raise my interest rate from 3.25 % to 3.75 %. I was quoted a payment of {$2000.00}. The letter is vague. When you review the letter, it says The P & I Payment is {$2000.00} and the Estimated Escrow is {$560.00}, but it does not give the total payment. Is the payment I am to make {$2000.00} or {$2000.00} plus {$560.00}. The letter does not specify.
When I asked Freedom Mortgage how they calculated the payment, I was told they did not have to give out that information to me. I needed to either accept the payment of {$2000.00} or reject it. If I rejected it, the mortgage company would foreclose on the house.
My issue is this. According to my numbers : The balance of the mortgage is {$380000.00}. There are late payments totaling {$22000.00}, interest of {$9300.00}, legal fees of {$570.00} and an escrow shortage of XXXX. The total I am coming up with is {$420000.00}. A 30 year note of {$420000.00} at 3.75 % interest amortizes at {$1900.00} per month, not {$2000.00}. There is a different of roughly {$49.00} between the numbers I am being provided by XXXX XXXX XXXX and the amount the mortgage company wants me to pay.
Also, other issues are this. They claim I am {$2100.00} behind on our homeowners dues. We are current on our HOA dues. I have attached a letter from our HOA verifying this. They are showing our balance owing is {$100.00}, which is due on XX/XX/XXXX ( HOA dues are {$650.00} per year ). Also, I am a XXXX vet with a property tax exemption on our homestead. They are billing me the full rate and calculating that as part of the escrow. This number is roughly {$6100.00} per year. Our property taxes are less than {$2100.00} per year with the exemption.
I am more than willing to pay our mortgage, but I also don't want to be taken advantage of. I am willing to pay what the payment comes out to be, but I also need them to be open and up front with me as to how they are calculating the payment amount. As it stands right now, the numbers they are providing to me don't calculate to the payment they are asking for.
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| 08/25/2019 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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In XX/XX/XXXX I requested and was promised a VA mortgage payment of {$2200.00} monthly by XXXX XXXX XXXX ( XXXX ) out of XXXX, NY. This included taxes and insurance. I was told the taxes would be around {$14000.00} a year. The insurance would be around {$2500.00} a year. These numbers were estimates but proved to be accurate.
The house cost {$310000.00}. We borrowed {$330000.00} with {$20000.00} down payment. The house was damaged in super storm XXXX, the lower level needed extensive work. The house had no heat or hot water. No washer/dryer. The lower level had no walls, floors or electricity. The lender ( XXXX ) requested access to the house to hide the damage and was given permission. They said the VA might want to inspect the house and would deny the loan if they saw damage. They covered the walls with paneling and the floors with linoleum. It looked okay. They wanted me to pay for this.
After extensive background checks we closed on XX/XX/XXXX. At the closing we were told the VA loan was denied and we were offered an FHA loan for $ XXXX monthly payment. No warning of the change was provided. We accepted this loan under protest. The additional {$300.00} would be hard for me to pay. I immediately began working on the house. After 7 months and {$40000.00} more invested we moved in.
Almost one year to the day I was called by Freedom Mortgage ( they acquired XXXX XXXX XXXX after my closing ) and was told there was some miscalculations with my loan and my monthly payments were going to be raised to {$3300.00} per month. An {$800.00} increase. There was nothing they could do. I was destroyed. I could never afford that payment. I would have never been approved for that payment.
I tried calling my mortgage broker, XXXX, she was let go after the takeover by Freedom Mortgage. Since that phone call from Freedom Mortgage in XX/XX/XXXX, I have been fighting to stay in this house. I have worked with 3 different law firms. I am currently in a financial assistance program with Freedom Mortgage. They told me last month my request is denied. They want me out. My next/last court date is scheduled for XX/XX/XXXX. See attached.
After going back and reviewing the closing documents, I discovered the taxes were estimated at {$300.00} per month. See attached 1st payment due has taxes and insurance estimated. That is wrong. I believe they were intentionally lowered to get me approved. After one year they were corrected to {$1200.00} per month. That is the {$800.00} increase that I could never afford. They did this to me knowingly.
They say they have no record of my closing or my first year payments. I have provided them documents to support this and they still say no. They don't believe me. I have attached my 1st 3 payments. I made this exact payment for one year until the mortgage was increased to {$3300.00} After that I could not afford the increase. Please help me.
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| 02/10/2022 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
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Attempted to refinance my mortgage with Freedom Mortgage in XX/XX/2021, applied, and was initially accepted. Looking to refinance because my father was dealing with end stage XXXX XXXX XXXX XXXX XXXX ( he passed XX/XX/XXXX from it ), and I was looking to not only pay off my debt, but also to assist him with the excess ( fall risk/needing constant care ), etc. with whatever was left over. So, XXXX documents sent to me and signed, statements from agents about rates, estimated loan rates and costs, etc. Everything was going ok, delayed somewhat, multiple requests for information, 30-day payoff letters for debts, XX/XX/2021 - {$95.00} XXXX ( termite inspection ) that I paid for as well as XX/XX/2021 - a {$300.00} home inspection that I paid for on XX/XX/2021 ; that was claimed to be what was holding up the process and needed, and did all of that. Around XXXX there was an email from an agent, XXXX XXXX, claiming that the underwriter had found a judgment in favor of XXXX, " please provide proof of payment ''. I am not a customer of XXXX, no accounts ever, etc. But I contacted them, talked to their agents who found nothing with my information after SSN search, name search, etc. but they could not provide this to me in letter form due to me not being a customer ever and I explained all of this to the mortgage company agents as well as their supervisors through emails and phone calls; gave them all contact information for XXXX also. It was returned as stating " the underwriter rejects your explanation ''. The XXXX agent then told me to ask for proof of what the underwriter was seeing. I did this, sent it in email to multiple agents. The next week after sending it I was sent an email by Agent XXXX XXXX containing another DocuSign but it was a credit denial letter, dated XX/XX/XXXX, but sent to me XXXX XXXX After being drug along for months, the statements of what was allegedly still needed from mortgage agents, and documents beforehand, that gave no indication anything was amiss whatsoever, until the random " underwriter '' issue arose and was never explained ; nor was I ever provided proof of what they said was a judgment even after requesting it over phone as well as through email. Instead, once I asked for proof of what the underwriter was allegedly seeing, I was sent a 3 month old credit denial letter after paying {$390.00} for services for something I was constantly told would happen. Over 40 emails, numerous phone calls, being told not to contact other lenders or incur credit inquiries during the process, all just full of seemingly false statements by mortgage agents seeing how I was never informed until XX/XX/XXXX of a credit denial letter dated XXXX XXXX. Deceptive lending at best, and at the end of it all my father died before I was able to help him at all as well as being out of pocket {$390.00} for false and deceptive practices by my mortgage company.
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| 10/23/2023 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
- Application denials
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Web |
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I am widowed. My husband held the loan and we both held the deed. The contract for the FHA loan on our house says that as his widow, living in our home I can assume the loan without having to provide financial evidence that I can afford the payments ( which I can afford. ) My husband died from XXXX in XXXX, after putting the loan into a XXXX forbearance. When that forbearance ended in XXXX, I contacted Freedom to get the payments that had been in forbearance placed into a partial claim, as permitted by the XXXX forbearance program and to move the loan to my name.
Initially I was told that that wasnt a problem and that the assumption and partial claim could all be started then. I provided the documents they requested and waited for them to complete their process, which I was told would take weeks.
When I received additional requests for the documents I had already provided, I provided them again and I was assured by Freedom that they were working on everything.
Instead of getting the requested assumption and partial claim, I got a foreclosure notice. This happened when I was supposed to be giving them time to process everything.
I am now over a year into fighting with Freedom to get the loan in my name and the partial claim established. During that time they have refused to allow me to make payments so the amount past due has grown.
They have twice offered a partial claim only to rescind that offer. The first time they refused to process the notarized contract because it arrived too late. ( They had said theyd call and set up the notary and never did. I ultimately paid for it out of pocket and returned the packet. ) The second time they said Id get the packet for the partial claim they never sent it. They canceled the process without notifying me.
They have listed my house auction, despite me trying to work with them and the numerous times they have failed to follow through on what they promised. I have had to resend documents numerous times because they didnt see them in their system, they asked for the wrong document, or they gave me an outdated form to complete.
They ultimately told me that I had to file financial documents proving I can afford the loan ( despite the contract saying otherwise ) and are now refusing to facilitate the COVID related partial claim ( because my husband is XXXX XXXX XXXX - I was told that had he lived, the partial claim wouldnt be an issue. ) I was also told that since the loan is past due, I am not entitled to assume the loan under the terms of the contract.
I provided the documentation they requested and they are now again saying I have failed to provide the requested documents ( because the SSA proof of payouts for my children doesnt explicitly say XXXX benefits. ) They again have my house actively scheduled for auction despite me actively trying to complete their ever changing loss mitigation process.
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| 12/20/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan modification,collection,foreclosure
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Web |
Servicemember |
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RE Case number : XXXX In this complaint I spoke about paperwork being misplaced, lost and receiving form letter responses from Freedom Mortgage ( FM ) referencing fake extensions and fake names of CSR 's. Every time I have had any communications with FM its been either traceable, provable or with a additional person on the call to verify what I am speaking about is honest. This witness is XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX, XXXX XXXX. We received a response from FM from a individual named XXXX XXXX through this complaint process. Since the original complaint more paperwork has been lost, and it took Freedom almost 10 days to process last months check ; which resulted in their announcing they will foreclose on this property is all payments are not received by XXXX 2016. Never mind this is part of my complaint they lose paperwork but process checks and then accept zero responsibility. So I put together yet another package and mailed to FM addressed to XXXX XXXX. XXXX XXXX the USPS attempted to get this package to XXXX XXXX, she could not be located. On XXXX XXXX the USPS again attempted to locate her, she was not located and reported back to be as not a individual who worked at FM. Again another check was enclosed in this package and while it was signed for FM states they do not have payment. The individual who signed for this package is XXXX XXXX ; who chances are is another fake name so this company is not held accountable. This all started in XX/XX/XXXX when my well pump and tank quit and had to be replaced. I spoke with the original mortgage company or the one who took care of my loan at the time it was no issue for them ; a few days later FM purchased my loan. Told FM the same story in XXXX was told no problem ; they could see prior to this hiccup I always paid on time via autopay and always paid more than what was due. My credit score in XXXX was over XXXX and since this comedy of errors its under XXXX with the only bad mark is FM and their mistakes. I understand I misunderstood the FM CSR in the original phone call but since then its been XXXX error after another. Now because of poor paperwork handling you can see I who was once a good credit risk can not even get a loan from a loan shark. I have tried to sell items ; I have turned to HOPE and the VA and neither can help since this is not a mismanagement of funds but an error I made to repair a well so I can have water to drink ; yet FM continues to drag this on. In the response from XXXX XXXX she states they need my taxes ; I have not filed taxes in years due to not working and on a VA XXXX ; simply I do not meet federal guidelines to process taxes. My last XXXX I processed while my daughter was still in college I made a minus value in reportable income. I did those taxes so my daughter could qualify for a grant in college. Attached is a letter sent to FM and other supporting documents.
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| 08/17/2022 |
Yes |
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- Trouble during payment process
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Web |
Older American, Servicemember |
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To whom it may concern : My note was SOLD to Freedom. They notified me that I was eligible for a refi. In XX/XX/XXXX my refi was completed and my new payment amount was {$980.00}. During this time I was also filing for my 100 % tax exemption and it was totally chaotic due to misinformation, account errors and NO ONE that would answer my questions or, for that matter, even knew how! The exemption was finally processed and my payment went down to {$850.00}. Then they told me that my new payment starting in XX/XX/XXXX would be {$800.00} and my escrow was a positive {$1300.00}. Then I received an apology that they had misread and I was negative {$1300.00}. and they had to collect a payment, in XX/XX/XXXX, of {$1200.00} to make it so. I demanded a recalculation and that XXXX payment went down to {$840.00}!?!?! During this process I have received 5 different amounts that I was negative and the one positive making it 6 DIFFERENT amounts quoted for ONE solitary charge!!!
XXXX- {$1300.00} pos XXXXXXXX {$1300.00} neg XXXX {$1400.00} neg XXXXXXXX {$1500.00} and some neg XXXXXXXX {$1700.00} and some neg XXXX {$1800.00} and some neg but it was less than XXXX Now I am told my new payment going forward will be {$890.00}.
Principal and interest- {$590.00} Escrow- XXXX Warranty payment- {$51.00} NOW they have not only come up with a new amount but, a different format because they have combined my reg escrow and my shortage!! And also the 2 months cushion they require DOES NOT SHOW UP ANYWHERE!!!
It is now broken down : {$93.00} for reg escrow {$150.00} for shortage NOW take {$150.00} XXXX XXXX and I am being charged {$1800.00} as my escrow shortage.
I have requested a COMPLETE printout of each and every transaction since day one with Freedom. My request was in an email and totally dismissed!!!
You should know the other variables. XXXX XXXXXXXX XXXX sent Freedom a bill for {$1600.00} in XX/XX/XXXX. The county tax accessor and treasurers office denied this in an, in person, visit to both of them and were very emphatic that I had a XXXX balance as of XX/XX/XXXX and had not and would not receive any future charges. Also I was sent a check for {$2000.00} that was supposed to be sent back to them. I did not return it but, did contact Freedom on how to make extra payments towards escrow. It was calculated, with my current escrow amount that I would only be short a few pennies more than {$350.00}. That amount was not needed in my account until XX/XX/XXXX. At that time I had 10 months in which to repay it!!!
XXXX AND XXXX is always XXXX!!! Horizontal and VERTICAL columns must ALWAYS match!!! I DO NOT consider ANY of this true and correct because every-time they have recalculated I am owing more and more in shortage!!!!! There is NO EXCUSE for all these DIFFERENT amounts!!!!!
XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX Freedom acct # XXXX
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| 11/19/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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Freedom Mortgage accepted and then later rejected the full payment of our mortgage made on XX/XX/2019 in the amount of {$290000.00}. This payment is in excess of the Payoff Statement balance in the amount of {$290000.00} provided to us in writing on XX/XX/2019 from Freedom Mortgage. That payoff statement, which was given to all parties including the title company representing the sale of the property, reflects the total amount due under the terms of the note/security instrument through the closing date of XX/XX/2019. It was confirmed that Freedom Mortgage accepted the wire in the amount of {$290000.00} via XXXX XXXX.
On XX/XX/2019, Freedom Mortgage notified us in writing that our Loan, had been paid in full and the account closed. We received a notarized Release of Lien dated XX/XX/2019, signed and witnessed by Freedom Mortgage Vice President, XXXX XXXX. The mortgage release documents were processed and mailed to the County Clerk, effectively transferring the property to new owners. On XX/XX/2019, we received a refund check from Freedom Mortgage for funds due to us from the recent payoff of this loan. The unknown events that transpired from XX/XX/2019 to present day are indicative of a major error in accounting on the loan. As of today, Freedom Mortgage is no longer properly crediting the payoff they received on XX/XX/2019 to the principal balance of the closed loan. Without explanation, Freedom Mortgage is now holding all wired funds received in a suspense account and erroneously attempting to collect additional mortgage payments, interest, and fees from me on the sold property. Freedom Mortgage is also inaccurately reporting me to all three credit bureaus for late payment delinquencies in reference to this loan. In an effort to research and resolve this issue, I have made several phone calls, spoke to numerous customer service representatives, and spent countless hours on the phone to no avail. As of XX/XX/2019, all attempts made to Freedom Mortgage requesting comprehensible information have been denied and unanswered. No one in this company is allowed to provide me with their last name or a call back number which renders all attempts to rectify pointless and any notion of progress 100 % impossible.
I would like Freedom Mortgage to correct their records and classify my loan as satisfied and paid in full, effective XX/XX/2019. Do not reopen this loan without my consent. Please stop the continued misreporting of our account to credit bureaus as this is causing significant damage to our credit worthiness. I am also formally requesting that Freedom Mortgage reverses the wrongful credit reporting made to XXXX, XXXX, and XXXX in reference to this loan. If any oversights were made by Freedom Mortgages accounting department on this loan, I am requesting to be notified in a fair and reasonable manner in writing with supporting detailed documentation.
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| 01/22/2019 |
Yes |
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- Struggling to pay mortgage
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|
Web |
Servicemember |
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I am an XXXX XXXX XXXX in the XXXX and stationed at XXXX XXXX, KY. I am writing in regards to my rental property at XXXX XXXX XXXX XXXX , XXXX XXXX, GA.
I purchased the home with a VA loan and had a mortgage agreement with XXXX XXXX XXXX and XXXX ( " XXXX '' ). I arranged for payments to be made automatically from an account, and since buying the home have always been on time with payments with automatic payment system with XXXX.
Apparently my mortgage was sole to Freedome Mortgage Corporation ( " Freedom '' ). I was unaware of the sale because I never received any type of notice from XXXX or Freedom of the change of companies. Not an email, phone call, or mailing letter.
Because I was unaware of the sale of the different mortgage and another company was now managing the account, I continued making payments, form the automatic draft account to XXXX. As a result, Freedom apparently believed I was delinquent in making payments on my mortgage. Any notice from Freedom sent were never received by me and in fact, when notified of the foreclosure form my property managing team, I called Freedom and the representative clearly admitted to me on a recored line that all correspondence was returned to then unopened and marked " Return to Sender ''. Accordingly, I had no notice as to the status of my mortgage of Freedoms intentions.
I received this information when my property management team, XXXX XXXX XXXX, forwarded me a notice from XXXX XXXX XXXX ( " XXXX '' ) apparently posted on the door of the property in XXXX XXXX. The noticed stated the property has been foreclosed and XXXX is now the owner. My property was taken by Freedom and conveyed to XXXX all without my knowledge. I have made multiple attempts to contact Freedom but as this date have not been able to resolve any assistance from Freedom or their Attorney team.
I clearly failed to received any notice form the sale of the mortgage to Freedom, notice from Freedom of any alleged delinquency any foreclosure and any sale of my property. I am outside of the are due to my XXXX military status, see attached orders. I have suffered significant damages from this. I am also requesting a copy of all transactions made by Freedom since I was never notified and XXXX had my correct address.
In summary, the opinion that foreclosed my property and selling the property without providing proper notice under these circumstances violated my rights under state and federal law. In attempt to settle this I will accept the following : - return title of met property by deed - reinstatement of the terms of my mortgage agreement - contact any and all credit reporting agencies to which any of your representative may have made a report on this matters and correcting the information provided to those agencies including but not limited tom my property not being foreclosed upon and mortgage account in good standing.
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| 10/11/2023 |
Yes |
|
- Incorrect information on your report
- Account information incorrect
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|
Web |
Older American, Servicemember |
|
I sent the following to XXXX . XXXX ( Freedom Mortgage CEO ) by way of email this morning and sent to any and all emails that I could find on Freedom Mortgage 's website. Not sure if any of this will reach the individuals that have the power to correct this issue.
=== Good morning XXXX XXXX XXXX, Hope you and your family are doing well.
My name is XXXX XXXX XXXX. My wife is XXXX XXXX XXXX.
The purpose of this email is to inform you that my wife and I are very unhappy with Freedom Mortgage. We have two of our properties with Freedom Mortgage. In the forty years that we have owned property, we have never been late with our payments.
The reason we are so disappointed with Freedom Mortgage is because on XX/XX/2023 ( my XXXX XXXX XXXX ) my wife made the house payment on our XXXX XXXX ( Account # XXXX ) at XXXX Colorado Time . The payment was not credited by Freedom Mortgage until XX/XX/.
Freedom Mortgage then reported that payment being " 30 days late '' on XXXX and XXXX and " 60 days late '' on XXXX on both XXXX and my credit reports. This is both disheartening and disappointing. Please see the attached for the detail.
After eight phone calls to Freedom Mortgage, we are being told multiple stories as to why this has happened and Freedom Mortgage refuses to correct this error.
We are reaching out to you to help us correct this error, Sir.
XXXX and I are requesting is as follows ....
Please remove the " 30 days late '' on both XXXX XXXX XXXX and XXXX XXXX XXXX on both XXXX and XXXX. Please remove the reported " 60 days late '' on XXXX on both XXXX XXXX XXXX and XXXX XXXX XXXX.
Thank you in advance for your help on this matter.
I had hoped that it would not have to come to this. However, I feel it necessary at this time to post the following on all platforms of social media. Once this matter has been corrected, then we will be more than happy to remove the following and replace it with a Raving Review of Freedom Mortgage.
" I AM ONE VERY UNHAPPY CUSTOMER! My name is XXXX XXXX. On XX/XX/, my wife paid the house payment on one of our properties ( Account Ending in XXXX ) to Freedom Mortgage at XXXX MST. Unbeknownst to us, Freedom Mortgage ( who is on the XXXX XXXX ) did not credit that payment until XX/XX/. Freedom Mortgage then reported " 30 days late '' for the XX/XX/XXXX payment on XXXX and XXXX and " 60 days late '' for the XXXX payment to XXXX. After multiple calls, Freedom Mortgages has given my wife and I multiple stories on why this has happened and refuses to correct this error. BUYER BEWARE : If you are considering utilizing Freedom Mortgage for your mortgage loan, we would strongly suggest that you shop elsewhere for your Mortgage needs. Freedom Mortgage can not be trusted. We will not be utilizing Freedom Mortgage in the future. '' Thank you for helping us to correct this issue.
Kind regards, XXXX & XXXX XXXX XXXX
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| 04/06/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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I have been informed that there is negative information reported by Freedom Mortgage under my Social Security number. Freedom Mortgage reported 30 days late on my credit for XX/XX/XXXX and XX/XX/XXXX.
I challenge the accuracy, compliance and reportability of these listings.
I attempted to make two automated online payments on the Freedom Mortgage website unsuccessfully due to their website maintenance issues.
Freedom Mortgage failed to properly investigate and respond to the website errors and website maintenance issues that lead to inaccurately reporting 30 days late twice on my credit which dropped my credit score tremendously. Freedom Mortgage Customer Care was not open both times I had errors on their website.
Freedom Mortgages Customer Care representatives told me that their website is always busy on the last day of the month & they can have computer issues, sometimes interfering with the website payments because of heavy processing at night. Personally, while speaking with Customer Care I learned the screen shots of the websites error on payment that I submitted were not available on a Freedom Mortgages uploaded document. Im not sure why the complete document I submitted wasnt available for review.
The first time I had issues making an online payment on the Freedom Mortgage website was on XX/XX/XXXX when I got an error on payment. Freedom Mortgages email response said If you are experiencing difficulties accessing your account online, we may be able to resolve this matter via telephone. The Customer Care Department was closed. I called to communicated the website issue and confirm payment on the morning of XX/XX/XXXX with XXXX, teller # XXXX. Confirmation # XXXX. XXXX recommend I send an email to Customer Care to address my concern about this payment being beyond 30 days due to the system error.
I emailed Freedom Mortgage @ XXXX and received an emailed an auto-response stating we are in receipt of your inquiry. We are reviewing the information you have provided and appreciate your patience while we conduct this research on your account. A letter response to my inquiry was sent to my mailing address stating to please allow up to ( 30 ) business day for a response. Freedom Mortgage failed to follow up or respond.
This happened again. I attempted to make an online payment on the Freedom Mortgage website twice on XX/XX/XXXX and got an error on payment. My attempt to make payments was prior to XXXX XXXX ( Eastern time ). I was concerned that I made two payments. The next morning on XX/XX/XXXX, I called Customer Care & communicated I had website error last night. Freedom Mortgage has notes in system, a one-time draft / payment was made, they waived processing fee because of the error last night. I was advised by the Customer Care representative that I could email XXXX that the website gave the error message. Confirmation # XXXX.
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| 03/01/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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In XXXX of XXXX, I received an account statement that informed me that I would begin paying escrow payments to Freedom Mortgage on XX/XX/XXXX along with my mortgage payment. There was no reason as to why this was going to occur, it just stated your new balance is. I originally closed on my home with a different servicer ( XXXX XXXX ) where the original loan was without escrow. I wanted to pay for my own insurance and taxes because sometimes mortgage companies underestimate the figures leaving you scrambling to make up the difference. Eventually the loan was bought by XXXX XXXX and now Freedom. While with XXXX, we purchased insurance with XXXX and from XX/XX/XXXX until XX/XX/XXXX XXXX covered our home. Earlier in that month we decided to shop around for insurance that was competitive in pricing, but also gave us some insurance breaks with our vehicles as well. So we decided to go with auto owners insurance, and our insurance agent with XXXX XXXX XXXX XXXX assured me that there would be no lapse in coverage seeing that XXXX XXXX would end on XX/XX/XXXX at XXXX ( XXXX XXXX ) and XXXX XXXX coverage would kick in at XXXX ( XXXX XXXX ) of XX/XX/XXXX.
Freedom mortgage is telling me that I had a lapse in coverage and with this lapse in coverage their system automatically forces me to pay into escrow. Basically, they have signed me up for force-placed insurance even after I reached out to them on XXXX XXXX ( faxed them all documents on XX/XX/XXXX ) with documentation proving that I did not have a lapse in coverage. I provided every monthly payment history for auto owners from XX/XX/XXXX to XX/XX/XXXX to show them that I had coverage. I even included a renewal letter with XXXX to show them I had insurance with XXXX up until XX/XX/XXXX, and that the policy would renew on XX/XX/XXXX at XXXX XXXX of that day, but I decided not to renew because we were going with auto owners whose coverage started at XXXX XXXX on XX/XX/XXXX. I did my due diligence to get them to rectify the situation, and I spoke with them today to ask them why they did not take care of getting the loan out of escrow, and they said because of the insurance lapse. I provided documentation showing them that this was not so, and the error is within their judgement. I have seen complaints online about Freedom mortgage getting kickbacks from an insurance company and for them to try to enroll me into some kind of force-placed insurance policy is not right. Im already taking care of my business and making sure my home is covered and my taxes are paid. I need help getting this fixed because they certainly are not willing to listen to reason. Also, I did not receive any correspondence in XXXX XXXX XXXX or XXXXXXXX XXXX XXXX stating that my insurance coverage had lapsed. I only was notified with a XX/XX/XXXX account statement that my mortgage was going to increase in XX/XX/XXXX XXXX
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| 09/28/2023 |
Yes |
|
- Struggling to pay mortgage
- An existing modification, forbearance plan, short sale, or other loss mitigation relief
|
|
Web |
|
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XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Florida XXXX XX/XX/XXXXXXXX Freedom Mortgage Corporation XXXX XXXX XXXX XXXX XXXX XXXX, NJ XXXX Dear Sir/Madam : Account Reference : XXXX I have been a customer with your company starting early XXXX and during that time, I want to express how pleased I have been with your customer service and also my gratefulness to have experience being serviced by Freedom Mortgage , it is great. I am writing to see if you would be willing to make a one-time " goodwill '' adjustment to your reporting to the three credit agencies. As I review my credit file, I have two late payments on the above referenced account, in which I am fully aware of. The months in which this has taken place are in the months XXXX and XXXX of XXXX. Since that time, your company has been so gracious to offer me a partial claim in which I was just made aware. This opportunity affords me time to inhale and exhale smoothly whilst catching up on all the bills around me as well as build a nest so that I never run into this problem ever again.
Because of my exceptional payment history over the last few years, I am at your mercy and would like you to consider removing the negative payments from my credit reports. At the time of the late payments, we had just moved into our new home in XX/XX/XXXX and were getting adjusted to the new monthly bill schedule, as well as welcoming my XXXX boy into our lives, I had just returned back to work in effort to get back to our normal routines, I caught XXXX in XXXX and a domino effect my daughter and XXXX sons contracted the virus as well, which required me to take much more time off of work. As a single parent, I was left with the idea of juggling do I pay my mortgage or feed my family and also ensure that the utilities are maintained monthly. Due to this new variant, I have missed payments with my new loan as I wasn't near organized enough yet to have a savings plan in effect. I say this not to justify why the payments were late, but rather to show that the late payments are not a good indicator of my actual credit worthiness. I hope that Freedom Mortgage is willing to work with me on erasing these marks from my credit reports.
I am extremely excited and super eager to be a customer of yours, so much so that I am looking forward to refinance with new PMI rates as early as XX/XX/XXXX. I am hopeful to continue a long relationship with Freedom Mortgage. With todays credit industry so competitive, I know how important it is to maintain good relationships with customers. Freedom Mortgage has been exceptional in our book so far and we highly recommend it to all of our friends and relatives. We hope that you will deeply consider this request and prove once again, why Freedom Mortgage is heads above the rest. I look forward to your reply.
Thank you in anticipation.
XXXX XXXX XXXX XXXX ( XXXX ) XXXX
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| 02/24/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
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Web |
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I had a loan with XXXX mortgage. In XXXX I received a letter AND XXXX statement stating that Freedom would be my new servicing lender. Instead of paying XXXX with their invoice/statement, I followed instructions and made my first payment to XXXX XXXX. I did not have anything from XXXX at the time, only documents from XXXX. So, when I made my first electronic payment to Freedom, I used my loan number from XXXX and made my first payment. I continued month after month to make my payments with the original XXXX loan number under bill pay. It wasn't until XXXX, when I noticed on my Freedom statement that it showed I was past due. I reached out to Freedom 's message center and was trying to clarify for months that in fact I was not past due, my payment was sent. I finally got a hold of a gentleman ( In XXXX ) who told me that my XXXX payment was missed, when it fact I showed him proof that it wasn't. During this time I was told I didn't have insurance on my home, when in fact I did. My bookkeeper sent them proof via e-mail, messenger and through the insurance portal. Finally, this got cleared up after they tried to force place insurance on my home. Going back and forth with the message center, I decided to reach out to the President of the company because no one could find my first payment. From there, another gentleman responded back. He informed me that as well that my payment was missed and suggested I looked at my statement for that month to see what happened. To my surprise, in the middle of the month, the payment was returned, and without any notification. When I looked at the statement, the payment returned was from a company called XXXX XXXX XXXX The gentleman told me that Freedom couldn't identify me as the borrower with my XXXX loan number. That immediately put me behind. Since then, XXXX, XXXX, XXXX, and so forth, I have continued to bill pay Freedom every month using the only loan number I knew, which was XXXX and the payments were accepted to my account. The statement was very complicated to understand, not like XXXX. In XXXX and XXXX, a simple mistake, my bookkeeper shorted 2 months of {$80.00} each by putting the wrong amount. I was not notified about the first payment being incorrect so through bill pay, I made the second payment. Then I was told they didn't know where to put my 2 month payments, so they left them unapplied, which doesn't make sense. If they had applied it, I would have noticed the accidental short pay. Because of this, my credit score has plummeted from the 700s to the 500s. It has impacted my ability to do any type of financing. All this was because they didn't accept my first payment and didn't notify when I made the first mistake on my payment ( for XXXX ). Please review the XXXX monthly statements compared to Freedom 's, which is very difficult to understand. Let me know what else you need further from me.
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| 03/12/2021 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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Hello! My mortgage lender is Freedom Mortgage. For the most part, they have been a good company to work with. However, I've had an issue regarding escrow and homeowner 's insurance. I had a policy in place with XXXX XXXX XXXX XXXX ( XXXX ). I believe the effective dates were XX/XX/XXXX - XX/XX/XXXX. In XX/XX/XXXX, I received a notice that the premium for XXXX was going to increase over {$1000.00}. Because of this, I reached out to my insurance agent to shop around for another company. They were able to secure me a quote with XXXX XXXX XXXX for much less.
Freedom Mortgage had already paid out the premium to XXXX, so I requested cancellation through my agent. I received email confirmation that my agent sent the new policy information over to Freedom Mortgage on XX/XX/XXXX. Sometime in the XXXX timeframe, I contacted Freedom to request the status of the premium refund ( I was told to contact XXXX directly for this ) and to let them know the agent sent over the new insurance information.
On XX/XX/XXXX, a notice of rescission was sent from XXXX 's saying that my Homeowner 's Insurance policy was cancelled due to a lack of premium payment. I received this document on/around XX/XX/XXXX. On XX/XX/XXXX, I immediately contacted my agent to try and figure out what was going on. She informed me that the premium was never paid, and promptly got me another policy. The policy effective date was XX/XX/XXXX. Freedom did pay out this premium on XX/XX/XXXX.
Due to the lapse in coverage from XX/XX/XXXX to XX/XX/XXXX, Freedom sent me a letter stating that I needed to provide proof of insurance or they would implement " Lender Placed Insurance '' for approximately {$740.00}. I called Freedom, explaining that the original XXXX XXXX policy was put in place, but due to a failure to pay the premium, it was cancelled. They told me it was put into a file, and that they would decide what the outcome would be shortly. In the end, Freedom Mortgage put the Lender Placed Insurance in place. I was contacted and told that they had only charged me what I was expected to pay from my original policy, and that they would cover the difference. However, based on my escrow account balance, a total of XXXX was taken out. My policy total from XXXX is {$2000.00}. The 56 days that I was without insurance would have cost me about {$320.00}, not {$740.00}. So even with Freedom 's outcome of me paying what I would have owed, they overcharged approximately {$420.00} from my escrow account. Ultimately, I do believe that, given the circumstances and my due diligence ( not to mention the hours my wife and I have spent on the phone trying to remedy the situation ), Freedom Mortgage should have been responsible for making the payment from my escrow. Thus, the lender placed insurance premium should be paid for by Freedom Mortgage. Thank you in advance for your time spent on this matter!
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| 10/16/2015 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
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I purchased my home XX/XX/XXXX. Property taxes were high XXXX {$1800.00} XXXX because no one had occupied the home for about a year. Last month, I noticed that my mortgage payment with Freedom Mortgage drastically increased for the XXXX billing period. It went from {$820.00} to {$1000.00}. They said it was from property taxes. They had based their escrow analysis on last year 's property taxes, which were much higher than they are this year because I filed for the homestead exemption XX/XX/XXXX. Property taxes for this year are {$830.00}. I called and they stated to fax in the estimated taxes for this year. I went to XXXX XXXX tax assessor 's office and they gave me a print-out of the estimate and I faxed it in. I called about 2 weeks later checking on the status ( on XXXX XXXX ). They stated that the estimate was " incomplete '', so it could not be processed, even though it had all the necessary information regarding my home and taxes. By that time I had received the actual property tax bill, so I sent in the bill along with the form from my tax assessor 's office stating that I had filed for homestead last year. I explained to the representative that the extra cost on my mortgage payment was placing a financial hardship on my family. The representative stated that she could have the escrow waved for XXXX and would have that tax information expedited in order to get my taxes corrected ASAP. She stated that I could pay my normal payment for XXXX, which was {$810.00}. She took my payment over the phone. XX/XX/XXXX I called to check on the status. The representative stated that she could not see where the tax dept received any of my information ( basically nothing had been done XXXX. She stated she looked up the bill on XXXX XXXX tax department 's website and would put that on file and make sure it got the the tax department. She stated that Freedom Mortgage could not accept my payment made XX/XX/XXXX as a full payment, that I needed to pay the remainder of {$210.00} today for my loan to be current or else I would incur late fees. I made the payment over the phone XX/XX/XXXX. She stated that I would more than likely have to pay the {$1000.00} in XXXX as well. She stated there was no way around it. My complaint is that this should have been taken care of the first time when I sent in the property tax information that came directly from my tax assessor 's office. This is the third time that property taxes have been sent to the tax department, the first 2 times were unsuccessful ; I am hoping the third time 's the charm. I can not afford the extra {$210.00} tacked on to my mortgage payment for an error/carelessness on THEIR side. Every time I call I just wonder if something is actually going to be done or if I am going to find out in 2 weeks that nothing was taken care of. They are probably prolonging this so they can get more money from me.
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| 08/30/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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My name is XXXX XXXX and this is the name on my mortgage documents.
My mortgage was sold to Freedom Mortgage in XXXXXXXX XXXX. I received a Welcome letter from Freedom Mortgage with all pertinent information is XXXX, XXXX.
My Mortgage XXXX number is XXXX. My mortgage payments are mailed to : Freedom Mortgage, XXXXXXXX XXXX XXXXXXXX, XXXXXXXX XXXX XXXXXXXX.
Since the receipt of the welcome letter I have received only XXXX statement from Freedom Mortgage. I am enrolled to receive paper statements.
On XX/XX/2022 I made a payment for due date XX/XX/2022. Freedom Mortgage received this payment on XX/XX/2022. My due is now XX/XX/2022.
When I check the account online there is a statement generated XX/XX/2022 with a due date of XX/XX/2022. However, I never received the statement. My spouse, XXXX XXXX, called Customer Service at XXXX and was told that the statement dated XX/XX/2022 would be mailed again but I never received it. She was told that I could not receive a statement with the correct due date of XX/XX/2022 until XX/XX/2022.
Today, XX/XX/2022, XXXX XXXX called and requested to speak to a supervisor. She was told that would be the XXXX Department. Initially the XXXX Department refused to speak to her. When she requested to speak to the supervisor over that department, and after informing the Customer Service Representative that I intended to file a complaint with the Consumer Financial Protections Bureau, they agreed to speak to her. XXXX XXXX, XXXX ID XXXX, stated that the problem with my not receiving statements is because I am paying my mortgage too early. She stated that if I wanted to receive a statement with the correct due date I would have to pay my mortgage after the XXXX of XXXX for the XXXX due date in order to receive a statement and for the statement to reflect the correct due date. She said she will re-issue the last statement showing a due date of XX/XX/2022 and I should receive it by XX/XX/2022.
I feel that this is unacceptable. I have had mortgages with several financial institutions and never experienced a problem like this. With previous mortgages companies I have dealt with, if I made a payment, a statement was generated with a correct due date and I received it within a couple of weeks.
I feel that is unfair that I can not pay my mortgage more than XXXX weeks ahead of the due date if I want to have a statement mailed. I also think it is unfair that I can not get a statement with the correct due date mailed to me.
My address is XXXX XXXX XXXX, XXXXXXXX XXXX XXXXXXXX. My phone number is XXXX. You have my permission to speak to my spouse, XXXX XXXX regarding this issue. There is also a document on file with Freedom Mortgage authorizing her to speak to Freedom Mortgage and conduct any necessary business related to the mortgage.
I would appreciate any assistance you can provide regarding this matter.
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| 09/13/2018 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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I completed / closed on a refinance loan in XX/XX/XXXX, with XXXX XXXX XXXX, {$240000.00}. I have statements from XXXX XXXX that accurately reflect Escrow and Principal amounts along with correct recording of my payments and property tax payments. I also have bank statements that prove I made these payments.
XX/XX/XXXX - XXXX XXXX deposited {$3600.00} into my escrow ( from my loan ) XX/XX/XXXX - I made my XXXX mortgage payment to XXXX XXXX for the amount of {$2800.00}, {$500.00} extra was applied to principal, {$500.00} was for escrow, the remaining was applied to principal and interest.
XX/XX/XXXX - I made my XXXX mortgage payment to XXXX XXXX for the amount of {$5300.00}, {$500.00} extra was applied to principal, {$3000.00} extra was applied to escrow, {$500.00} normal payment to escrow, remaining amount applied to principal and interest.
As of XX/XX/XXXX, XXXX XXXX correctly identified my principal balance as {$230000.00}.
As of XX/XX/XXXX, XXXX XXXX correctly identified my escrow balance as {$7600.00} On XX/XX/XXXX, XXXX XXXX correctly paid my tax bill of {$2500.00}, leaving an escrow balance of {$5100.00}.
-I received notice in XXXX that Freedom Mortgage would start servicing my mortgage on XXXX XX/XX/XXXX.
XXXX - I received a statement from Freedom Mortgage that I was due to make an XXXX mortgage payment, my escrow balance was {$1600.00}, my principal balance was {$230000.00} -WRONG- -I contacted Freedom Mortgage Customer Care XXXX several times stating that have already made my XXXX payment and that escrow and principal numbers are incorrect. Nothing changed.
-XX/XX/XXXX & XX/XX/XXXX - I emailed bank statements, and XXXX XXXX documents to XXXX to further support my claim that Freedom Mortgage number are not correct.
-I have recently found that Freedom Mortgage also made a tax payment and now refuses to request a refund from my town hall. They made this transaction prior to the XX/XX/XXXX, service date start. I have a document that proves my XX/XX/XXXX, tax bill already paid.
-I have called spoken with Freedom Mortgage Customer Care so many times ( Wednesday XX/XX/XXXX with XXXX , Agent # XXXX ) and nothing, nothing has changed.
XXXX - I made my XXXX mortgage payment under the threat from Freedom that my credit score would be affected if I did not pay by XX/XX/XXXX. But the numbers they have are WRONG! I should be able to apply extra money towards my principal, i.e. take the extra money from escrow ( that should be there ) and apply towards principal ... .but they are denying the money exists!!! I am also scared they are not accurately accounting for my principal amount!!!! I have ZERO trust for this company. What can I do???
XXXX - Sent email to XXXX to request they stop servicing my escrow. I will pay my own tax and insurance from this point. I don't know what I can do about my town-hall as they refuse to refund me.
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| 09/24/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit repair services
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- Problem with customer service
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Web |
Servicemember |
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Subj : XXXX XXXX Dispute Date : XX/XX/2020 Property : XXXX XXXX XXXX XXXX Loan No : VA Loan XXXX As a result of Refinance Cancellation To Whom it XXXX concern : I am disputing late payment issued By Freedom Mortgage for the amount of {$3300.00}. I have a letter from Freedom Mortgage dated XX/XX/2020 the day my Refinance was revered from VA Loan # XXXX to VA Loan XXXX ; that I had one payment overdue. I made an electronic payment as directed by them until they revered my XXXX payment and once it was received they would retro act my payment for XX/XX/XXXX, which they did not. This conversation took place on XX/XX/2020 and it was confirmed by email with XXXX XXXX, Freedom Mortgage Customer Care department. I have tried to reach out to Freedom Mortgage Corporation on several occasions, with no positive results. This is the assistance I had received from them.
Freedom Mortgage ( FM ) reported to the Credit Bureau for two late months delay, on the contrary my mortgage payment was 12 days early in XXXX and 2 days before final due day in XXXX. ( Please reference bank statement and Freedom Mortgage website snap shot ) Background : The documents will show that house payments were submitted on time. In the process of refinancing and cancellation of the refinance the refinance I believe had lack of communication among their corporation. The refinance department did not communicate with billing or customer care department. I made dozen of calls and I have emails from the refinance that had assure me that the reverse refinance would be completed and my XXXX house payment will be retroactive XX/XX/XXXX to match what shows on the record.
I have included supporting documents from my bank statement, Freedom Mortgage monthly statement, which shows that Freedom Mortgage clearly accepted payment. I have also included a screen shot from Freedom Mortgage Corporation website that show payment dates funds were accepted.
I have several calls, emails, since XX/XX/XXXX trying to communicate and resolve this dilemma on my own and as a results the company ruined my XXXX XXXX without no cause. Freedom Mortgage falsely reported late payment to the Credit Bureau. I am a VA XXXX member of the XXXX XXXX with an impeccable record and would like to restore my excellent standards.
I received a call today from Freedom Mortgage Corporation, Escalation Department from XXXX Agent No. XXXX today and told me she will be escalating my issue to the Credit Bureau to see if they can reverse the bad credit. They took accountability of their error and they said they would try to work with you. This is why I am reaching out to you as a Military Surviving spouse of a XXXX military member. Please advise what else I can do to restore my XXXX XXXX XXXX. I can provide contacts and email that would validate that I have tried to reached out for help. Thank you.
XXXX XXXX XXXX
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| 03/11/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I was contacted by Freedom Mortgage that, as a courtesy, they could reduce my monthly payment without adjusting the term. It was portrayed as a courtesy and not as a full blown refi. There were to be no closing costs and all I needed to do was answer a couple simple questions regarding my current financial status.
I considered this a great service as I have two loans with Freedom Mortgage, never missed or was late on a payment, and have a credit score over 800.
On the morning of Thursday XX/XX/XXXX the sales rep ( Badge XXXX XXXX took my info and simply said she would call me back once everything was complete. No additional details or information was provided and nothing further was to be done from my side.
She called back that same day : XXXX - no voicemail XXXX - no voicemail XXXX - voicemail " Hello this is XXXX giving you a call from Freedom Mortgage. Please give me a call back when able. My number is XXXX. Thank you. I look forward to speaking with you soon.
XXXX - no voicemail No other messages or calls were received after this.
Wednesday XX/XX/XXXX A letter is received stating : " We have received your request to withdraw your loan application and have cancelled your application request. '' I made no request to do this.
Thursday XX/XX/XXXX I call Freedom Mortgage and get transferred to the sales agent above. She states that since I did not contact her within 3 days then she is obligated to cancel my loan. First time ever hearing that requirement.
PLEASE NOTE : 1. She never stated any timeline to complete this refi process during the phone call review 2. She never stated any sense of urgency or timeline in her one voicemail 3. No message was received via e-mail ( all my information is in my profile including secondary numbers ) 4. No additional follow-up happened after that Thursday XX/XX/XXXX by anyone else at Freedom 5. If there was truly a 3 day window to review this application then why is the letter stating my loan has been cancelled dated XX/XX/XXXX ( TWO days later ) 6. She also stated that because it was on a weekend that the deadline hit that there was nothing she could do.
MY CONCERNS : 1. My credit was hit 2. I have zero to show for it and a truly negative experience with a company I am in good standing with 3. She is obviously quickly selling loans and not positive financial experiences. Churn and burn sounds like the strategy - which leads to mistakes and people being taken advantage of.
4. There is nothing but smoke and mirrors with this entire process by Freedom Mortgage 's rep. Hopefully this is not the overall strategy and this is only an error by one rep.
While there is likely nothing to be done to rectify the impacts of this shady sales experience my hopes is that others can learn and perhaps additional measures can be implemented to ensure proper practices. This likely falls under Reg Z.
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| 03/21/2018 |
Yes |
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- Trouble during payment process
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Web |
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We are having trouble with Freedom Mortgage Company making payment for our property taxes from our escrow account. On XX/XX/XXXX, I contacted freedom mortgage through email asking for our taxes to be paid and for a response about why they had not been paid. I received a response to add a loan number for clarification. On XX/XX/XXXX, I emailed again providing our loan number for clarification, and another request for taxes to be paid. At that time, I again mentioned that our taxes were late and had not been paid. I still received no response. The only response that I received was an automated response form letter that said I should hear back soon. On XX/XX/XXXX, I received a certified letter from the City of XXXX warning that our property taxes would be sent to tax lien on XX/XX/XXXX. I immediately called Freedom Mortgage to ask why the taxes had not been paid. At this time, I spoke to a woman named XXXX who said she would open a new ticket. She could see that I had a ticket already submitted but that nothing had been done on it. I submitted the new ticket and added all documentation. After waiting 24 hours, I decided to check in on the status of my request. This time, I spoke with a man named XXXX. I told XXXX my situation and he told me that he could not see any of the documents I had sent. He said they must not have been uploaded yet to the Freedom Mortgage site from my emails. I immediately asked to speak to a supervisor, and I was told that I was not able to speak with a supervisor, rather, that he could solve my problem. After outlining my problem, and asking for my taxes to be paid from my escrow account, I was told that he can not guarantee anything but he would put in a ticket. I then asked to speak to the tax department, and was told that the tax department does not have a phone number. He told me he could not transfer me to them either, as there is no direct line. He continued to say that I was speaking to the right person. I asked him to talk to his supervisor and was not given access. He then spoke with his supervisor, as I requested to get my ticket expedited, as our property will go to tax lien in less than a month. I was told that there is no such thing as expediting a ticket. After complaining many times and threatening to go to both HUD and the XXXX XXXX XXXX, I was told that they may be able to give me an answer by next Tuesday but they could make no promises. It was at this time that I decided to issue a complaint with XXXX XXXX. At no time, has anyone apologized for these issues or non-payment of my taxes. I have also received no explanation as to why they were not paid. I was told that {$10.00} was paid on XX/XX/XXXX. The City of XXXX has no record of this payment. The total amount in our escrow account is almost 3 times the amount due in taxes, yet Freedom Mortgage can not make payment or provide any answers.
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| 12/01/2023 |
Yes |
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- Struggling to pay mortgage
- Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
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Web |
Servicemember |
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I am surviving spouse of 100 % permanently and totally XXXX XXXX who died from XXXX after 10 years. I quit my XXXX career to take care of him and our children during this time. I bought a home in 2021 and refinanced with IRRL from VA for XXXX interest rate. I was told by Freedom Mortgage for 1 year they would put COVID forbearance at the end of loan and I could resume previous payment when ready to come off. When the time came to end forbearance they said VA wouldn't let them which VA denied but said their was nothing they could do. Freedom Mortgage is charging me XXXX in fees for taking XXXX COVID forbearance which CARES Act states they can't do and during this time my property exemption went through and IRS sent me a check for XXXX from property taxes I had paid since I bought the home leaving XXXX for insurance. Freedom Mortgage wants me to pay that back too and refused to pay insurance so now the house isn't even insured. As a tax exempt property I don't have to have escrow with thousands of dollars sitting in it for taxes I don't even owe. They raised my mortgage from XXXX to XXXX and I only make XXXX a month of federally protected VA and SS benefits for my minor daughter and myself. I am currently working on getting license reinstated from the 10 years I stopped working to take care of my husband while he XXXX from XXXX and our XXXX kids. I am searching for a company to do a forensic mortgage audit and a XXXX audit/report to track paperwork and follow any monies paid out throughout mortgage process. They all want XXXX upfront and am currently trying to get the money for that which CFPB states they aren't suppose to charge upfront fees but they all do. My XXXXXXXX XXXX renewal is on hold to learn everything I can about XXXX, consumer rights and foreclosure process. I know Freedom Mortgage is already pursued by CFPB for different violations. My mortgage should have decreased because of property exemption but doubled instead and ruined my credit so I may not even be able to rent an apartment not that I can even afford one now in XXXX, Texas with the sudden increase of people moving here. I was lied to and misled by about the forbearance and have literally lost all my hair from the stress of possibly being homeless and possibly not being able to get another XXXX XXXX loan if this house is foreclosed on. I applied for Homeowners assistance Fund months ago but was denied because I missed the 5 day window they gave me in a missed email to update paperwork I had sent. They require a 30 day update every 30 days on all paperwork which wasn't disclosed in process of application so I didn't know. Funds have now run out as did the eligibility of XXXX allowing funds to be placed at back of loan like everyone else is still doing. I was not aware of that either when it ended. Any advice is greatly appreciated and thank you for your time.
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| 07/06/2018 |
Yes |
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- Incorrect information on your report
- Account status incorrect
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Web |
Servicemember |
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Urgent Request Please Rush for a Credit Reporting Correction for Loan # XXXX Good Afternoon my name is XXXX XXXX from XXXX XXXX XXXX, XXXX XXXX NJ XXXX. Last four of my SS # XXXX DOB XX/XX/XXXX I have been trying to get a refinance done since the month on XX/XX/XXXX on the above property which is my primary residence. In the month of XX/XX/XXXX, there was a miss payment made on the account on XX/XX/XXXX and then taken out of my account as a miss payment reversal on the XX/XX/XXXX. I went into my account to make my payment and not know because of the miss payment. I thought I was making the payment for XX/XX/XXXXbut in fact it was for XX/XX/XXXX. I was never notified of a reversed payment on my account and I continued making my payment as normal thing it was on time. On in the month of XX/XX/XXXX I get a mortgage verification stating that I have been 30 days late for the last 3-months XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. Not to mention in the month of XX/XX/XXXX my Loan officer told me not to worry about the payments because they would be included in my payoff. Failing to tell me that if I do not close I still have to make the payments. ( Email from loan officer is attached too. I have owned this house since XX/XX/XXXX, I have not ever paid my mortgage 30 days late, I selected to do my refinance with Freedom Mortgage since you are my lender and I thought it would be faster and easier rather then going with another lender that dose not have my information. I need to finish the refinance so that I can continue the funeral arrangements for my deceased veteran mom. I have been through so much misleading information and delays with Freedom and the Loan officer that has no idea what he is doing. Every week was something new and I had to jump through hurtles to get this done and still all this time and money on appraisal wasted and nothing to show for it. Attached is the report. I really need your help with removing these 30 day lates off of my credit so I can just move on, at this point I can not even finish this refinance with no one. This is not fair that I must pay for someone mistakes please I beg you, I just want to finish this process and move on. Today I called in XXXX to XXXX and spoke to the Rep XXXX ID # XXXX he was nice and told me about the miss applied reverse payment for 1 and half hours. I told me I need some type of resolution and that I would have to fax or email my request in writing to the credit department for a review. Till this day I have never even received a courtesy call from my old loan officers manager or anything. Loan Officer : XXXX XXXX Loan Advisor NMLS # XXXX Freedom Mortgage Corporation XXXX XXXX XXXX XXXX XXXX XXXX NJ XXXX Phone : XXXX ext. XXXX Fax : XXXX Direct : XXXX Email XXXX Please I need a resolution to this, so my credit is not suffering I am not sure what to do. Thank you, XXXX XXXX
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| 10/16/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American, Servicemember |
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XX/XX/2018 I own two homes. We reside in one and rent the other home.. Our Mortgage company was XXXX XXXX at XXXX XXXX XXXX XXXX XXXX VA XXXX phone # XXXX, service transferred to Freedom Mortgage in XX/XX/2018. Money Orders were sent to XXXX XXXX on XX/XX/2018. One in the amount of {$1000.00}. the other for XXXX. This amount was for XXXX 's house payment. XXXX XXXX acknowledged they received them and said they overnight-ed them in their bulk mail without being cashed on XX/XX/XXXX. The money orders were made out to XXXX. Freedom Mortgage can not find them. We found out they were cashed on XX/XX/2018. In order to find out exactly who cashed them we will need to pay {$30.00}. and send the information on the back of the stubs to the dept. that handles that. Freedom Mortgage contact info. is XXXX XXXX XXXX XXXX TX XXXXphone # XXXX. Copies of both money orders receipts were sent to Freedom and XXXX for their records. Please help us to figure out what is the next action as neither Mortgage companies want to take responsibility for this. I have spent hours on the phone with many people from both companies. Freedom keeps sending threatening letters of collections. We have never been late on any payment and have excellent credit. This is insulting and frustrating. Here a a list of people I have talked to from Freedom : XX/XX/18 XXXX ID # XXXX XX/XX/18 XXXX ID # XXXX XX/XX/18 XXXX ID # XXXX XX/XX/18 XXXX ID # XXXX { a three way call was done to XXXX where we talked to XXXX. XXXX was to send Freedom info. as to bulk amount sent to Freedom and he said it could take up to eight days for Freedom to recieve it. He was to send it to Freedom Mortgage at XXXX XXXX promised she would call me back asap but she never did and is no longer with the company. } XX/XX/18 XXXX ID # XXXX XX/XX/18 XXXX ID # XXXX XX/XX/18 XXXX ID # XXXX XX/XX/18 XXXX ID # XXXX { three way with XXXX from XXXX. XX/XX/18 XXXX ID # XXXX. XXXX wants us to send proof of purchase of money orders from our bank. They already have copies of the money orders receipts and proof they overnighted them on the XX/XX/XXXX. We are not comfortable giving our personal bank info. to anyone. Clearly something illegal happened here. Every payment has been made on time. Why am I suppose to investigate this myself. I am being put through the wringer and I need help. If I pay this again just to keep out of collections, it would be admitting guilt to something we did not do and we would never see our payment that was sent found by Freedom. Payment was sent on the XX/XX/XXXX to XXXX. We did not have a payment book or new loan number yet from Freedom. XXXX overnight-ed to Freedom both money orders on the XX/XX/XXXX. They were cashed by someone on the XX/XX/XXXX, even tho they were made out to XXXX. Something is seriously wrong, please help. Any assistance would be greatly appreciated.
Thank You,
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| 12/29/2019 |
Yes |
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- Struggling to pay mortgage
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Web |
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Im currently behind by a few mortgage payments due to being scammed by my former tenants. It was not my intent to rent-to-own my home but to sell it. However, my former realtor did not exercise my rights or represent me with integrity and acted unethically. As a result he placed a couple whom I empathized with due to their incapabilities of purchasing a property due to their financial difficulties in my property. He misled them into believing theyd paid in advanced so they werent paying me accordingly, then began paying me late, and then stopped paying their rent entirely. At the time of their occupancy of my property I was residing at the apartment complex where I work and had become responsible for both my rent and my former tenants. I requested a substantial loan amounting in {$16000.00} to avoid my credit being ruined due to their irresponsible actions as I also intended on evicting the couple from my property. Unfortunately, for my family and I my former realtor refused to assist me with the filing of forms necessary to evict the couple from my home so I persisted with hiring an attorney whom supposedly specialized in real estate/landlord-tenant matters only for her to take my money and not help me fill the form correctly. The end result was me taking a major financial loss due to what my former tenants attorney depicted as an erroneous filing of a form although my former tenants had in fact scammed me out of several thousands of dollars and was granted the ability to continue to occupy my property at my expense while my family and I had no where to live. Ultimately, when the tenants vacated my premises in which was after the scheduled time frame they were set to leave they completely destroyed and damaged my property past the point of it being habitable. They broke a window and lied and said they didnt, they soiled the newly installed carpets from pets they had concealed at the time, and they left a window unit in the master to which was leaking profusely and caused mold damage which infested the master in its entirety. Also, I believe they were fiddling with the pipes as my former tenant stated he and his father in law would be handling many of the repairs that needed attention at the property due to his said handy ways which led to bolts/nuts on the piping apparently being loosened as I discovered after having to remove the wall in the laundry area exposing significant water damage and mold. Essentially, I not only loss a lot of money from the breaching of the rental agreement, but I now have multiple hits on my credit report, and I have loss my wife and children whom can not occupy the property with me due to its conditions, and I have now been subjected to an even bigger problem of having to repay the loan I took out to evict the tenants therefore I can not necessarily to improve the quality of my life or my family.
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| 12/17/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
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Web |
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I have reached out to Freedom Mortgage via phone and via email regarding in accurate reporting. They were supposed to do a internal investigation but I still to this day haven't heard anything back. Below it the letter I have sent to them too as well.
Loan Number : XXXX Payments : XX/XX/XXXX - XX/XX/XXXX I have been a Freedom Mortgage customer since XXXX, and during that time, I have enjoyed my experience greatly. I am writing now to see if you would be willing to make a goodwill adjustment to your reporting to the main credit agencies ( XXXX, XXXX, and XXXX ). I have two late payments on the account that I referenced above that date back to XX/XX/XXXX and XX/XX/XXXX. Since that time, I have been an exceptional customer, paying all my other monthly payments on time.
Because of my exceptional payment history over the last 2 years, I would like you to consider removing the late payments from my credit report. I did not intentionally mean to be late on my payments, but due to the unexpended end of my government contract I was out of suddenly out of employment. I also at that time only had one salary in the household. Both payments were last then 30 days late.
It does not justify why the payments were late, but rather there to show that these late payments are not a good indicator of my actual creditworthiness. I hope that Freedom Mortgage is willing to work with me on erasing this mark from the reports. I am now knowledgeable and clearly understand the importance of credit history and would greatly appreciate it you could make the adjustment.
Also, for the month of XX/XX/XXXX there was an error when processing my monthly payment. My monthly payment that I pay is {$1700.00}. There was an error that the representative actually processed a payment for {$17000.00}. With this being said, there was a correction that was sent credit bureaus but drastically dropped my credit score. My score dropped nearly 100 points. After the credit bureaus made the corrections my scores only changed about 40 points. I am also in process of refinancing with Freedom Mortgage too as well. My application is still on hold as right now due to my credit score dropping. With the credit score the bouncing back to the score it was previously, I am unable to begin the refinance process with Freedom Mortgage. With hopes that you would be willing to adjust the two late payments, this would get me in position to refinance with Freedom Mortgage.
I have been satisfied customer in the past and hope to continue a long relationship with Freedom Mortgage, as the credit industry is so competitive. I know how important it is to maintain good relationships with customers, and you have done an exceptional job in my book so far.
I hope that you will consider my request and prove, once again, why Freedom Mortgage is heads above the rest. I look forward to your reply.
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| 01/18/2024 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
- Delays in the application process
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Web |
Servicemember |
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I'm a veteran that is on contract to sell my home. I faxed the Assumption Request Form provided by Freedom Mortgage to their assumption department on XX/XX/XXXXXX/XX/XXXX that provided information about the buyers that would be assuming my VA mortgage. I was told by an assumption representative prior to this date that their assumption process takes XXXX days to complete. Based on this, the sales contract for my home had an early XX/XX/XXXX closing date. BetweenXX/XX/XXXX andXX/XX/XXXXXX/XX/XXXX, I called Freedom Mortgage at least XX/XX/XXXXtimes ( dates I documented are : XX/XX/XXXX andXX/XX/XXXX). In nearly all of these calls, the customer service representative would attempt to connect me to the assumption department that wouldn't pick up, and I would then be circulated back to a general customer representative that couldn't provide any information beyond " our assumption department is really busy. '' The representative would also place a request to the assumption department to call me back and promise the call back would happen within XXXX weeks. I recall only XX/XX/XXXXcall backs from the assumption department and they would reiterate how busy they are and they it takes XX/XX/XXXXdays to complete the process without being able to confirm any action had been taken or information about when the process would begin. At no point, could any representative tell me when the process would begin or why it was taking so long to begin. OnXX/XX/XXXXXX/XX/XXXX ( nearly XX/XX/XXXXdays after providing the Assumption Request Form ), I finally received an email from a loan officer stating the process would take XX/XX/XXXXmore days once the buyers submit their application. Of note here, the buyers communicated to my real estate agent that they had also attempted to start the process repeatedly since XX/XX/XXXXXX/XX/XXXX. I provided all requested information back to the Freedom Mortgage loan officer that same day ( XX/XX/XXXXXX/XX/XXXX ), which was acknowledge by the loan officer on XX/XX/XXXXIn thisXX/XX/XXXXXX/XX/XXXX email, the loan officer indicated it would take XX/XX/XXXXbusiness days for underwriting to provide conditional approval for the buyers. Given Freedom Mortgage 's delay in starting the assumption process, we had to sign an amended sales agreement to push back the closing date to the end of XX/XX/XXXX. I requested a status update from the loan officer on XX/XX/XXXXXX/XX/XXXX by email ( no response as of XX/XX/XXXXXX/XX/XXXX ) and the buyers told my real estate agent that they have not been notified on their application after multiple requests for information from the loan officer. We have provided Freedom Mortgage nearly XX/XX/XXXXmonths to complete a process their representatives indicated takesXX/XX/XXXX days, and I'm very concerned the sales transaction will fall through because of their delays and lack of communication.
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| 03/28/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My mortgage provider, Freedom Mortage, has refused to cancel my PMI now that the LTV is below 78 %. They are demanding that I get an appraisal and that the percentage of automatic removal is based on the age of the loan. In accordance with the Homeowners Protection Act and Consumer Financial Protection Bureau, they are required to cancel my PMI at 78 % of original value at anytime it occurs.
Per Freedom mortgage, the principal balance on the loan is {$230000.00} and original appraised value is {$300000.00} XXXX although it would be even higher than that now ). But even with these numbers, it is an LTV of 75.9 %.
I originally requested removal of PMI in XX/XX/XXXX/XX/XX/XXXX. At that time, I was told that it would be automatically removed in XX/XX/XXXX. This did not happen. I called back in XX/XX/XXXX and in XX/XX/XXXX, and I was told they would start the process. Once again, nothing happened.
On XX/XX/XXXX, I spoke with XXXX ( employee ID XXXX ). He said, and I quote, for some reason, the PMI removal process didnt start on its own when it was supposed to. He and his supervisor, XXXX, assured me that two things would happen : 1 ) PMI would be removed by XX/XX/XXXX ( 5 days from the phone call ) and 2 ) due to this being Freedom Mortgages error, wed be credited the amount that we overpaid our PMI ( IE the amount of PMI paid from the time the LTV hit 78 % to present ). XXXX said he wasnt sure if we would be reimbursed via a check or directly through our escrow, but he would have the cashiering department contact me about that. Once again, nothing happened.
On XX/XX/XXXX, I received a letter stating : for loans aged between 2 and 5 years, the LTV has to be below 75 %. We have had a loan longer than 5 years on this home, but just not through Freedom Mortgage. Please note, it was NOT by our request that Freedom Mortgage took this loan over. They simply bought the loan from our previous provider, XXXX. We should NOT be penalized for something we had no control over, and quite frankly, didnt even want. We have never had a late payment, and weve specifically been paying extra toward our principal to get PMI removed more quickly.
On XX/XX/XXXX, I called back again. I was told that PMI would be automatically removed in XX/XX/XXXX because that was the schedule, based on minimum payments, for it to fall off. When I inquired about the fact that Ive been paying extra principal for years in order to get it removed more quickly, I was very rudely told ( by XXXX, employee ID XXXX ), in so many words, that it is only 8 more months of PMI that I have to pay and to just XXXX it up.
Based on LTV, weve been wrongly paying {$110.00} of PMI for the past 13 months, and according to Freedom Mortgage, will have to continue this for another 7 months. That is {$2300.00} ( $ XXXX ) of overpayment that I should be reimbursed for.
Thank you
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| 01/27/2016 |
Yes |
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- Settlement process and costs
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Web |
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I was in the process of a refinance with Freedom Mortgage and did not receive my Closing Disclosure within the required waiting period. Rather, received a back dated CD the day before I was supposed to sign my loan docs. The impound account, monthly payment and credits applied to my " no cost loan '' were all incorrect. I did not have enough time to get this resolved before my signing, so while signing loan docs, I made the handwritten corrections and initialed my docs. Also at the time of signing I receive a disclosure dated XXXX/XXXX/16 which I had never seen before, but no corrections were made to this XXXX either. ( This document is attached to the complaint ) I was advised to sign a disclosure that I had 3 days to review my CD, when I had n't. When I called to follow up and make sure the corrections were made to the file on their end, they advised me that they would just fund at the wrong amount, even though my docs contractually agreed to a different amount. After I finally spoke with someone who was able to make the corrections and void out the signing, I did not receive any follow up disclosures to review before my other signing was scheduled. Rather, again, a signing was scheduled before I had any CD to review. Again, terms of the loan were wrong when I would call in to check status of my CD. Loan amount was wrong and they were applying an escrow credit from my current loan to closing costs, which I repeatedly advised I DID NOT WANT. Rather than using money I had already paid to my money from my escrow account to credit this loan, I wanted a higher loan amount so I would have that escrow money available to pay my supplemental taxes when those were assessed by XXXX XXXX ( new construction home not yet assessed ). Long story shorter, the day before my signing I was again promised a revised XXXX but before I received anything I got a call from the processing manager advising the closing would not happen due to a subordination agreement that had not yet been received or even ordered. They had found out the information one week prior and had not brought it to my attention. I requested to cancel my loan on XXXX/XXXX/16 and that was never done. I received a phone call on XXXX/XXXX/16 requesting to reschedule my signing. My request was never submitted and my account remained open despite my very clear request to cancel all proceedings.
Also, whenever I tried to contact my LO ( XXXX XXXX, XXXX ID XXXX ) I was never able to get in touch with him. I would get an automated response when I emailed and transferred to different departments with different customer service reps, none of which could answer my questions. .I was completely out of the loop and would have like to have a contact to assist in this process, which I thought the Loan Officer was supposed to do. Horrible customer service and completely out of compliance.
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| 12/27/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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During Covid19, XX/XX/XXXX I was approved for a forbearance on the VA loan with Freedom Mortgage.
I took the forbearance for a 12 month period and at the end of the forbearance I communicated with Freedom Mortgage I was ready to accept the VA partial Covid19 Refund Modification I was eligible for. I received the notification I was eligible in XX/XX/XXXX. It was never mailed to me so I called and found out from an associate I was eligible. She said all I had to do over the phone was to agree that I accept the terms while on the phone and they will send me the final paper work by mail that will need to be notarized. This was beginning XX/XX/XXXX. I called again beginning XXXX of XXXX still not having received final paper work.
I finally received final paper work end of XXXX XXXX XXXX. Scheduled the notary and met with them. We couldn't do the paper work because it was sent in my XXXX 's name. He died XXXX and I inherited the property that is now my residence since. We called Freedom Mortgage while together and the rep apologized and said they would fix that right away with my name and return the paper work.
I called once every 3-4 weeks after that and still no progress on the paperwork. The rep I spoke with from Freedom Mortgage said to start paying the new outlined modification mortgage P & I starting XX/XX/XXXX and I should be good to go once the paperwork gets to me. Still no paper for months and me calling once a month asking for a time line.
Sometime this summer Freedom Mortgage now says after months of no progress they now need to make me successor in interest. asking for all the same paper work I sent them in XXXX of my dad 's death and my court signed paper work that I was his representative. So that also drug out through fall sending them paper work I had already sent them and in XX/XX/XXXX they added one new requirement. My birth certificate showing I was related to me dad.
Now all this time has passed with me following and submitting everything they have asked for and paying the mortgage they told me to pay per the new modification to the loan to find out my home is now in the starting processes of foreclosure. I was told by Freedom Mortgage that I wouldn't have to pay a lump some for qualifying for the refond modification.
I have done my part and have listened to the associates each step of the way to secure the final paperwork for the modification of the partial VA and the last minute, we need to confirm me as an successor in interest. 14 months Freedom Mortgage has dropped the ball in communication between departments, and to me, Freedom Mortgage now says the original offer Covid19 modification is withdrawn and another process of setting up a new one will disqualify me having the better interest rate now the have come up.
They messed this whole scenario up by not following through internally.
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| 05/10/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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On XX/XX/XXXX our mortgage broker at XXXX XXXX negotiated a 30-day rate lock with Freedom Mortgage at 4.375 % with the cost of 1.092 % ( points ) to obtain the rate. We have written verification between us and the broker. The broker has phone records between XXXX and Freedom Mortgage as they verbally went through the process with Freedom Mortgage.
On XX/XX/XXXX we received an email from Freedom Mortgage with secured documents to sign and verify. When we observed the paperwork our cost to close increased by over {$16000.00}. Freedom Mortgage listed in their disclosure that a cost of 3.776 % ( points ) would be needed to obtain the 4.375 % rate.
On XX/XX/XXXX when our broker contacted Freedom Mortgage they claimed it was a " computer error '' that displayed the 1.092 % rate. There was no contact with the broker on this " error '' between XX/XX/XXXX and XX/XX/XXXX. There was no documentation sent to the broker after a verbal walk-through of the numbers upon locking the rate. We were sent documentation by Freedom Mortgage to sign, lock, and prepare to close without the primary negotiator, our broker, being notified.
We find this highly problematic that Freedom Mortgage ( 1 ) did not notify the broker responsible for the transaction of this " error '' ( 2 ) did not disclose any error to us ( the loan recipient ) and ( 3 ) blame it on a computer error though Freedom Mortgage verbally confirmed the entire process with our broker AND avoided any contact with the broker afterwords. This contact is considered, by me, to be phone or email.
Freedom Mortgage was contacted on XX/XX/XXXX and will not return to the agreed upon terms of the week prior. We are now paying 1.3 % ( points ) to move our rate down to 4.6xx %. This is and increase in closing costs, an increase in monthly payments, AND an increase in overall payments to Freedom Mortgage. We have a contractual closing date to meet and this tactic is basically forcing us into worse terms and greater benefit for them.
Overall, I am concerned with the " bait and switch '' tactic employed by Freedom Mortgage when they provided terms, verified terms, changed terms, and did not disclose the change until a document had to be verified a week later. Personally, I do not believe it is a " bait and switch '' but rather Freedom Mortgage reneging on an agreed upon rate. If I were to do that with my mortgage they would seize my property.
I am also concerned with how many others may have been affected by this " computer error '' ( if there even was one ). On any given day I could only assume hundreds, if not thousands, of people come to terms with Freedom Mortgage. If they employed the same tactic with others, were the customers aware of the change when they signed the papers? Did they feel pressured to sign because a mortgage, even at a higher rate, is better than no mortgage?
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| 09/08/2021 |
Yes |
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- Struggling to pay mortgage
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Web |
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I contacted Freedom Mortgage in XX/XX/XXXX and entered into a special forbearance due to financial hardship caused by COVID 19. In XX/XX/XXXX I contacted Freedom Mortgage to exit the special forbearance and indicated I could resume making my regular monthly payments and that I occupied my property. In XX/XX/XXXX I was sent an approval letter for an FHA modification and was denied an FHA partial claim because Freedom Mortgage incorrectly documented my occupancy status. I contacted the servicer and let them know I qualified for an FHA COVID 19 Partial Claim and that I was declining the modification. Two weeks later I received loan documents for the modification I declined. I then received an FHA COVID 19 Partial Claim approval letter in early on XX/XX/XXXX, the date that it needed to be signed and returned to Freedom Mortgage. I called and provided a verbal acceptance of the FHA COVID-19 Partial Claim on XX/XX/XXXX and spent {$55.00} to overnight the document back to Freedom Mortgage. From XXXX until XXXX I called Freedom Mortgage weekly for status of the Partial Claim documents. Each time I contacted them they told me different information. I repeatedly asked for the documents to be expedited since I had originally called in XX/XX/XXXX to come out of the special forbearance and they had made an error in the original evaluation process. I finally received Partial Claim documents on Friday, XX/XX/XXXX. I contacted Freedom Mortgage on Monday, XX/XX/XXXX to inform them I needed a notary to assist with the loan document signing. I was told that they forwarded my documents to their vendor and that a notary would be contacting me in a few days. I was also provided with the name of the company, XXXX Notary and a phone number. I then followed up on Saturday, XX/XX/XXXX and was told again that a notary would be contacting me. I contacted XXXX notary on XX/XX/XXXX to get status of my notary appointment. They indicated they had never received a work order from Freedom Mortgage and had no record of my loan in their system. I then contacted Freedom Mortgage on XX/XX/XXXX and spent 90 minutes on the phone to find out that the request for a notary had never been placed. Again I requested that my loan be escalated as I have been trying to resolve this for 6 months. I am concerned that my Partial claim will be at risk since the documents are due back on XX/XX/XXXX. I have asked twice for this deadline to be extended due to the trouble obtaining a notary but on each follow up call Ive been told that the extension request had also not been processed. Freedom Mortgages lack of customer service and inability to get a single thing right has extended my special forbearance for 6 months beyond what I intended. Their lack of process controls and failure to address client complaints is putting my Partial Claim and potentially my home at risk.
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| 02/25/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I contacted Freedom Mortgage on XX/XX/XXXX and XX/XX/XXXX related to the removal of Private Mortgage Insurance ( PMI ) on our account. After several phone calls and finally a request to speak to a supervisor or manager, I spoke with XXXX XXXX in XX/XX/XXXX. We currently have an appraisal report that was requested with United States Appraisals due to considering a re-finance. The re-finance process was started since we were led to believe this was the only way to remove PMI ; we found out otherwise and terminated the re-finance process. We have requested that Freedom Mortgage use the current appraisal report ( dated XX/XX/XXXX ; was less than 30 days old upon initiating request process with Freedom Mortgage. Over 2 months have passed due to Freedom 's delays and lack of engagement. ) I understand Freedom Mortgage prefers the use of Single Source for property appraisals ; however, I have asked numerous times for Freedom to provide me with the legal basis or regulation that allows them to require our use of their preferred appraisal service. Nothing has been provided to me. Under the Homeowner 's Protection Act, the following requirements are outlined ( of which we have met ) : submit a written request, has a good payment history, borrow is current and satisfies requirements to establish the value of the property has not declined below the original value and equity in the property is not subject to a subordinate lien. As of XX/XX/XXXX I had not heard back from XXXX XXXX, as promised ( he indicated he would take my request to management for review and consideration ). I sent another email on XX/XX/XXXX and as of XX/XX/XXXX, no response from Freedom. I sent another email on XX/XX/XXXX to finally request that Freedom provide a legal basis to not use our current appraisal report otherwise I would have to take the matter to small claims court. Freedom called our home on XX/XX/XXXX and requested a callback. My husband spoke to XXXX - who indicated that if we sent our appraisal report in, they would like to review and likely use to remove the PMI. On XX/XX/XXXX, we received a letter from Freedom indicating a generic response that we have to use their preferred appraisal company to remove PMI - again refusing to provide me with the regulation or legal basis to require my use of another appraisal company and consequently the valid appraisal report we have. I have also pulled documents that were originally signed for this loan, and nothing in the paperwork indicates we have to use the lender 's preferred appraisal company for PMI removal ; the documents simply outline the terms of removal under the Homeowner 's Protection Act - which we 100 % have met the criteria. Please help us work with Freedom to allow the use of our current, valid appraisal report. I do not believe we are obligated to use their preferred appraisal company.
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| 10/08/2020 |
Yes |
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Web |
Servicemember |
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Complaint against : Freedom Mortgage XXXX XXXX XXXX XXXX XXXX XXXXXXXX, NJ XXXX United States Lender NMLS ID : XXXXopens in a new window NMLS Consumer Access XXXX Dates of Offenses : XX/XX/2020 through XX/XX/2020 To Whom it may Concern, I am writing this complaint in great sadness and distress. I have served my country for eight years in the XXXX XXXX XXXX XXXX with multiple XXXX tours ; I have also been in XXXX XXXX XXXX for 15 years. It is hard to put into words the unprofessional manner Freedom Mortgage treated me and, in an essence, try to steal my property with their actions. They have ruined my credit and flared up me XXXX to the point that I have sought counseling from the VA to deal with this tragic event.
Being thought by the XXXX XXXX and XXXX XXXX to be a man of integrity, I would expect a company managing a VA Loan would treat me with the same respect. I have been lied too, mislead, and put on the, backburner several times. The cavalier way Freedom Mortgage dealt with me possibly losing my home because of their companies errors is an atrocity.
This is not a letter of complaint based on opinion and can be backed up with documentation and phone recording Freedom Mortgage should have in their possession. I have had over 50 communication with Freedom Mortgage since XX/XX/2020. Through these communications I have proof of being ignored, lied too, mislead, and talked down to. I filed complaints with Freedom Mortgage mangers with nothing but apologies without fixing the issues. In multiple occasion I got no response back from managers. I had to retain a lawyer to deal with their unprofessional way they handled my mortgage forcing me to sell my property to prevent Freedom Mortgage from stealing my property. Even when selling my property, they gave the Escrow Agents misleading information and did not respond to their communication to the point that the buyers almost backed out of Escrow.
In conclusion, I have lost about XXXX in equity and my credit score has dropped almost 200 points. The damage that has been done can never be repaired. Through multiple obstacles I did the right thing and ensured the loan was satisfied and my property was sold without going into foreclosure or short sale status. I am seeking a lawyer to sue this company to fix Freedom Mortgages policies in procedures to prevent another Veteran to experience this. I am preparing a log and book with all the emails, letters, and phone conversation regarding this case. Even at the date of this letter, my VA representative XXXX never received a response back from Freedom Mortgage regarding their formal complaint process. If you are reading this complaint it needs to be taken seriously if you care about Veterans and their families. I will be able to provide all documentation to prove my case upon request.
Sincerely, XXXX XXXX XXXX
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| 02/28/2017 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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Please read in its entirety.
Complaint Submitted on XXXX/XXXX/XXXX Case number : XXXX I have contacted Freedom Mortgage XXXX on 4 separate occasions to remove my PMI insurance since we own more than 20 % of our home. I have submitted a written request to Freedom Mortgage to remove it. They then requested an appraisal, which I also submitted. However, since I did not use one of their vendors for the appraisal they denied my request. They are now contacting me to try and barrow me more money because they have an " updated '' value of our home. All I want is my PMI removed. The customer service has been terrible.
Freedom Mortgage 's response on XXXX/XXXX/XXXX : We are in receipt of your complaint and are happy to respond to your concerns. I have reviewed your complaint and researched the issue regarding your request from PMI removal.
You requested PMI removal and submitted your own appraisal and asked if that appraisal was would be acceptable. We responded with letters to you on XXXX and XXXX specifically stating that an appraisal was required from our vendor. I have attached the letters for your review. Once again, we can not accept the appraisal you have submitted. The appraisal must be from an independent. This is an investor guideline which we can not change.
I have also attached a PMI disclosure that you signed at closing. PMI is scheduled to automatically terminate after you have made the XXXX/XXXX/XXXX payment assuming your payments are current. Given the estimated cost of a new appraisal at {$450.00} compared to the 4 remaining PMI payments at {$26.00} per month, it appears that it would be more cost effective to wait for automatic termination after the XXXX/XXXX/XXXX payment has been made. However please feel free to contact our appraisal vendor for a price quote so that you may make an informed decision.
If you have any further questions or concerns, please do not hesitate to contact me.
Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX Customer Service Freedom Mortgage XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, NJ XXXX XXXX response on XXXX/XXXX/XXXX : We did receive the letters that were attached in this case, however, they did NOT state that we were REQUIRED to use an independent vendor ( please read the letter ). Also, we never received any document that our appraisal was not acceptable. I know Freedom Mortgage has access to our latest home value because they have contacted me to barrow me more money. How come the " updated '' value of our home from our " non-independent appraiser '' is " good enough '' to contact me to try and lend me more money but not " good enough '' to remove the PMI. All that was stated in the PMI contract that we signed on XXXX/XXXX/XXXX was in order to cancel the PMI an updated appraisal would be needed. I have attached all the documents related to this dispute.
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| 07/04/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
Older American, Servicemember |
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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.
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| 07/07/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Older American |
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I feel discriminated against by FREEDOM MORTGAGE for having been a recipient of federal aid under the EDD PUA program, which is given to those affected by XXXX. And for FREEDOM MORTGAGE that immediately disqualifies me from refinancing my property at the historic 2.87 % interest at adddress # -- -- - XXXX XXXX. XXXX CA, XXXX. My wife and I have never stopped paying for six years and six months our monthly payments at {$1300.00} to Freedom Mortgage Corporation with an interest of 4.75 %. But FREEDOM MORTGAGE CORPORATION has not accepted as valid the two years of taxes ( XXXX, XXXX ) where the income for EDD PUA appears. Freedom Mortgage Corporation told me that they prefer that I continue to pay high monthly payments ( {$1300.00} ) with high interest ( 4.75 % ) ; instead of paying low monthly payments ( {$990.00} ) with a low interest ( 2.87 % ). for me they are discriminating against me for asking so many questions, I think I also bothered them for telling them that they are the same company ( Freedom Mortgage ) that owns my credit. Freedom Mortgage did all the calculations for me to qualify for REFINANCING with 2.87 % under a new federal program XXXX, Freedom Morthage Corporation, made me a new contract for 30 years ( 360 months ) and calculated {$990.00} per month.
First : Freedom Mortgage made me the contract with all our tax information, copies of checks and credit report ; and they made the calculations with 2.87 % interest with a monthly payment of {$990.00}.
Second : Freedom Mortgage using the new federal program XXXX told me that under that program I qualify.
Third : Now Freedom Mortgage tells me I don't qualify for anything.
Fourth : Now I feel discriminated against for having asked them many questions, because of my low income economic status, because of my age.
Fifth : I feel very sad extremely sad, for having received federal aid under the federal EDD PUA program, because for FREEDOM MORTGAGE reporting to the IRS having received help for self employment is a crime that disqualifies me from saving approximately {$300.00} per month, of 4.75 % of interest, at 2.87 % interest.
Sixth : for having received federal aid EDD PUA, freedom mortgage punish me to continue paying the high fees {$1300.00} ; and higher interest 4.75 % Seventh : I told FREEDOM MORTGAGE CORPORATION that I did not want to get money from the property profit ; that I just wanted to refinance to lower the monthly payments from {$1300.00} with 4.75 % interest, to {$990.00} with an interest of 2.78 % and save me approximately {$300.00} per month, And I told them that Freedom Mortgage knows all my payment history from the beginning ; And that they might not read it would be convenient, for that reason maybe they eliminated me from the benefits of refinancing at low interest with Them Freedom Mortgage Corporation
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| 04/02/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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*** THIS IS NOT A DUPLICATE. NEW INFORMATION INCLUDED. *** *** This is new information only available as of today about a growing concern about the inadequacy of Freedom Mortgage to address the transfer of a mortgage - apparently this is impacting other people too. Again, this is not a duplicate, there is new information updating information previously provided in XXXX. If a human is reviewing this, please do not flag this as a duplicate as it is not, there is new information here. If an algorithm is doing this with no human oversight, then CFPB needs to implement an appeals mechanism when the algorithm is wrong. Again, there is NEW information below current as of today the inadequacy of Freedom Mortgage to address the transfer of a mortgage that per documentation is impacting multiple people *** Early in XX/XX/2022, we received notification from XXXX XXXX XXXX XXXX that our mortgage was being transferred to Freedom Mortgage effective XXXX XX/XX/2022. We called in XXXX and Freedom Mortgage said they had no information in their system about the transfer and that we should call again on XXXX XXXX. We called again on XXXX XX/XX/2022 and Freedom Mortgage said they have no information as of yet about our new mortgage and that we should check again on XXXX XX/XX/2022. *** THIS IS NOT A DUPLICATE. NEW INFORMATION INCLUDED. *** This is highly disconcerting that they don't have information as we have always made timely mortgage payments and done so consistently for several years. Freedom Mortgage said that they would be providing a 30 day grace period on mortgage payments- this sounds contradictory to CFPB 's own guidance of a 60 day grace period when mortgages are transferred. Moreover Freedom Mortgage has not, as of yet, been able to provide even the most basic of welcome letters or information about our loan. By Freedom Mortgage 's own admission they have not officially uploaded the information yet to the loans being transferred to them- which is seriously distressing. *** THIS IS NOT A DUPLICATE. NEW INFORMATION INCLUDED. ***CFPB should investigate Freedom Mortgage and what is going on here - moreover CFPB should check with Freedom Mortgage 's claim of a 30 day grace period on mortgage payments, shouldn't it be 60 days when a mortgage is transferred? Moreover Freedom Mortgage should provide information, as soon as possible, on how to make the epayments. *** THIS IS NOT A DUPLICATE. NEW INFORMATION INCLUDED. ***There are already concerns online about other somewhat sketchy practices at Freedom Mortgage- it is very troubling about the company that they have an 82 % " XXXX '' ( the lowest rating ) satisfaction rating on XXXX - XXXX XXXX XXXXwww.freedommortgage.com They have a XXXX out of XXXX stars total - also raising some serious red flags. *** THIS IS NOT A DUPLICATE. NEW INFORMATION INCLUDED. ***
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| 06/20/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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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.
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| 04/07/2017 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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I am a customer of Freedom Mortgage and I have been since I took out a loan in XX/XX/XXXX to purchase my condo. Since then I have always paid my monthly mortgage payment which includes property tax escrow, on time. However, Freedom Mortgage and its affiliates as holder and servicer of my mortgage, in turn, did not pay my property taxes on time in XX/XX/XXXX and XX/XX/XXXX and miscalculated the escrow amounts.
By not paying the property taxes for over two years Freedom Mortgage incurred over {$3800.00} in late fees and penalties and fines. During the time when they did not pay I sent my payments on time to them and their servicer. I was the one who alerted them to the problem in XX/XX/XXXX and they admitted fault and paid the bill. Nearly a year later in XX/XX/XXXX, they assessed me over {$3800.00} in penalties essentially claiming that I am responsible for their failure to manage my property tax escrow. They started taking this money without asking by giving me a monthly escrow overage charge of {$880.00} and overdrew my bank account in the process. They are attempting to collect the fines and overage charge that resulted from the errors made by them, their mismanagement of my property tax escrow funds and general ignorance. I paid them on time but they did not do their job as agreed. They did not pay my taxes.
I have contacted Freedom Mortgage in writing by email and at least 20 times since XX/XX/XXXX providing full supporting documentation showing that I have paid and the mistakes made on their part. I also found a string of other errors they made while administering the escrow account. The issue is their grossly negligent miss management of the escrow account on my mortgage and the extortionist manner in which they are now taking money from me which is not theirs.
Their response is to ignore me and insist that I have to pay for the property tax and escrow mistake made by them as the holder and servicer of my loan. Sometimes they blame their subcontractors for this mistake, sometimes not, they have stopped returning my calls, they continue to call me with autodialed calls by agents who ignore that a case is open and ignore the facts and they have not given any formal response to my written request after more than 30 days. Furthermore, they threaten to report me to the credit bureaus if I do not pay them the fines resulting from their mistakes.
Please keep in mind that they are the ones who should be managing my property tax escrow yet they did NOT pay my property taxes on time for two years even though I sent the money on time each month.
Additionally, the people who work there do not understand what the difference is between principal, interest and escrow. These people and company are a menace and someone needs to threaten them back because they treat their customers like garbage.
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| 11/04/2022 |
Yes |
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Web |
Older American, Servicemember |
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On XXXX XX/XX/XXXX working with XXXX XXXX ( XXXX @ XXXX ), my realtor, secured a contract to sell my home ( XXXX XXXX XXXX, XXXX, VA ). The contract was that the buyers would assume the current VA loan@ 2.5 % with Freedom Mortgage. Immediately, XXXX contacted Freedom Mortgage about the assumption process. He was told that it would take 30 days. On subsitant calls he continued to get conflicting information which finally being told that the process could take anywhere up to 90 days.
Throughout this process, Freedom Mortgage dragged the process along until finally we were able to close on XXXX XXXX XXXX with the Buyers closing on XXXX XX/XX/XXXX. We were told at closing that funds would be distributed up on filing the papers on Monday, XXXX XX/XX/XXXX.
Here we are, on XXXX XX/XX/XXXX and still Freedom has not completed signing all the required papers. Both my realtor and the Title Company XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) have tried on numerous occasions through phone calls and emails since Wed and have not received any responses.
Freedom Mortgage has been unprofessional through this process. We were lucky to have a buyer who stuck with it.
Really need help getting Freedom Mortgage to sign off on the settlement since to our knowledge, it should have been completed before both sides signed. Freedom Mortgage has caused an unnecssary delay with regards to recording in court and funding. On XXXX XX/XX/XXXX working with XXXX XXXX ( XXXX @ XXXX ), my realtor, secured a contract to sell my home ( XXXX XXXX XXXX, XXXX, XXXX ). The contract was that the buyers would assume the current VA loan@ 2.5 % with Freedom Mortgage. Immediately, XXXX contacted Freedom Mortgage about the assumption process. He was told that it would take 30 days. On subsitant calls he continued to get conflicting information which finally being told that the process could take anywhere up to 90 days.
Throughout this process, Freedom Mortgage dragged the process along until finally we were able to close on XXXX XX/XX/XXXX with the Buyers closing on XXXX XX/XX/XXXX. We were told at closing that funds would be distributed up on filing the papers on Monday, XXXX XX/XX/XXXX.
Here we are, on XXXX XX/XX/XXXX and still Freedom has not completed signing all the required papers. Both my realtor and the Title Company XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) have tried on numerous occasions through phone calls and emails since Wed and have not received any responses.
Freedom Mortgage has been unprofessional through this process. We were lucky to have a buyer who stuck with it.
We need help to get Freedom Mortgage to sign off on the settlement since to our knowledge it should have been completed before both sides signed. Freedom Mortgage has caused an unnecessary delay with regards to recording in court and funding. Please Help.
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| 11/03/2020 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
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My divorce was final on XX/XX/2020. My ex started the refinance process with Freedom Mortgage to remove me from old ( current ) mortgage and reduce his rate.
On XX/XX/2020 received email from Freedom Mortgage Marketing Department stating that they were committed to closing new loan ASAP, nothing was needed at this time, but would be sure to contact him immediately should that change.
On XX/XX/2020 he received same message.
On XX/XX/2020 he received email from XXXX XXXX @ inspire closings regarding per divorce decree, new deed needs to be done and notarized copy needed for divorce payment affidavit On XX/XX/2020 XXXX sent an email asking for clarification of what they need.
On XX/XX/2020 XXXX XXXX sent email with attachment with information needed.
On XX/XX/2020 he received message from Freedom Mortgage Marketing Department that they have been trying to contact him, there are some things to discuss ASAP.
There are many emails back and forth. And looking at the emails my ex has forwarded me, I now figured out what happened.
XXXX starts refi under old account # that is our joint #. The account # he has paying the mortgage to since we started our divorce proceedings.
Freedom Mortgage then also starts corresponding with him with the " new '' account number of the loan he will have as a single person.
XXXX thinks he has been corresponding with Freedom Mortgage regarding the same account # so he's only been responding to those emails to HAS been corresponding. Freedom Mortgage closed the new refinanced account on XX/XX/2020 because he never responded to THOSE emails.
Freedom Mortgage refinance system is corrupt. Why are there 2 accounts open at same time, asking for the same information with out referencing the other account #. Why do we have to supply the information twice for EACH account #?
Every time we tried to call, we kept getting a different person, calls would go unanswered or go to an answering machine that is never listened too. They never returned phone calls when they stated ( except XXXX XXXX ) unless I made them tell me when they would return my call. The Market Department never made an attempt to call XXXX, they just sent an email saying they were trying to get ahold of him.
Freedom Mortgage now says they still can not remove MY name from the mortgage because the refinance did not get completed.
They are stating that we need to go through an Assumption process to see if the loan QUALIFIES to have my name removed and it will take 3 to 5 business days to even have the form emailed to me.
It is my understanding that once a divorce is final, XXXX is not obligated to refinance to remove my name from the mortgage. We only need to file a quitclaim to take my name off the property.
Freedom Mortgage is stating that they can NOT remove my name WITHOUT XXXX refinancing.
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| 03/02/2022 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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On XX/XX/XXXX, we attempted to begin a refinance of our FHA mortgage held by Freedom Mortgage. They had been contacting us directly to refi, stating it would be an easy process because we are existing customers. We allowed them to run our credit and process our application. On many occasions, our sensitive information ( paystubs, SS card, transcripts ) had been lost and we had to supply it again to other employees with Freedom Mortgage. In our first XXXX complaint, we alleged this but the person who responded said we could rest assured that nothing is lost. But, we do not believe that and will not accept that without proof that they still maintain every document we have submitted. We had been shuffled around from employee to employee over the course of 3 months just trying to get any information we could to close this transaction in a timely manner but that was impossible. We were told in our first CFPB response from Freedom on XX/XX/XXXX, that they would attempt to close this deal in 3-5 business days. After our complaint was alleged, Freedom decided to retaliate against us and asked us to prove we had enough funds to pay the first mortgage payment in reserves. This was never brought up in the 3 months this transaction was being " worked '' on. We supplied an account summary of our checking account showing sufficient funds. For several days, no one would reply to our emails or calls about whether that would suffice to show enough reserves. Today, my husband got a hold of someone at Freedom and they now are saying they are denying our loan because we paid 1 payment " 30 days late '' in XX/XX/XXXX. It was due XXXX and we paid XXXX and another payment for XXXX within a week.
They pulled credit in early XXXX, they were aware of our payment history with them and had access to all of our account information since before we even began the refinance process. They were after all contacting us to refi, not the other way around. If they knew that XXXX 30 day late payment would obstruct us from refinancing according to their criteria, why are they hounding us with marketing for refinancing as current customers? Why was our refi application not immediately shut down after reviewing our payment history in the first day of applying? Because Freedom Mortgage is inept to carry out business. It's not like our complaint is the first they've ever seen. The internet is riddled with the same complaints.
This reason for denying our application is purely a retaliation response.
Freedom Mortgage is inept, unprofessional, unequipped, understaffed and illegitimate. Their left had has no idea what their right hand is doing. They drag people through the mud for months on end because they are a complete mess. A company who should not be allowed to advertise financial products, let alone offer them.
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| 03/30/2021 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
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I applied for a VA XXXX streamlined refinance on XX/XX/XXXX with XXXX XXXX XXXX, Loan Officer, with Freedom Mortgage. We were scheduled to close the first time on XXXX, at XXXX XXXX. I was notified by the closing attorney at XXXX on XXXX that they had not received the paperwork.
The next closing was scheduled for XX/XX/XXXX at XXXX XXXX. On XX/XX/XXXX the closing attorney asked if I could change the time to XXXX on the XX/XX/XXXX and I agreed to the new time. At XXXX the attorney said the XXXX time was confirmed, but they have not received the document package. At XXXX the closing attorney said they have not received the closing documents and had to cancel closing and reschedule.
The 3rd closing was scheduled for XXXX at XXXX XXXX. Same as before, the closing attorney had not received closing paperwork and had to cancel.
The 4th closing was scheduled for XX/XX/XXXX at XXXX XXXX. The closing attorney contacted me about XXXX XXXX on XX/XX/XXXX and said she received the closing package and emailed the documents to me immediately. After reviewing the documents, the mortgage paperwork said SEE LEGAL DESCRIPTION ATTACHED HERETO AND MADE A PART HEREOF. There was no description attached. We finally received the legal description after many phone calls on XX/XX/XXXX at XXXX XXXX. The legal description was for an incorrect tract of land we own. They could not get the description corrected and the closing was canceled again.
After the XXXX failed closing, we requested reimbursement for the following fees paid to XXXX XXXX, our current lender, to obtain payoff balances : XX/XX/XXXX {$25.00} XX/XX/XXXX {$25.00} XX/XX/XXXX {$25.00} XX/XX/XXXX {$25.00} I also asked for reimbursement for the difference resulting from paying 4 % interest to our current lender, XXXX XXXX, when we should have paid interest at the 2.25 % interest rate locked if the loan had closed as expected.
On XX/XX/XXXX, XXXX Ma, Operations Supervisor from Freedom Mortgage contacted me and said he would work on ensuring the closing for the XX/XX/XXXX would be fine and work on receiving lender credits for lost interest and fees paid to XXXX XXXX to obtain payoff balances. XXXX Ma never returned my calls or emails and did not contact me regarding the requests.
I contacted our original Loan Officer, who told us on numerous occasions that the issues were escalated to her manager, yet we still did not hear from anyone in management. I have never received even an apology regarding the failed closings from anyone in management at Freedom Mortgage.
As of XX/XX/XXXX, I have not received a new closing date or confirmation that the interest rate lock that expired as of XX/XX/XXXX has been extended. In addition, I have received no response to multiple requests for reimbursements for payoff fees and higher interest paid.
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| 07/17/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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On XX/XX/2020, my wife contacted Freedom Mortgage about a flag that appears appeared to be a forbearance flag and spoke to a XXXX ( Employee ID XXXX ) and she stated that our account did not show a forbearance. My wife asked XXXX to get a letter stating that information along with a 12 month payment history. Unsatisfied with the conversation my wife called again on XX/XX/XXXX and spoke with a XXXX ( Employee ID XXXX ) and stated that the first worker, XXXX, did not include the proper request in their system notes. XXXX fixed the notes and my wife asked to speak to a supervisor. My wife spoke to a supervisor XXXX ( Employee ID XXXX ) where he stated that the flag was due to XXXX and an emergency flag was placed on our credit report. XXXX then stated that that a letter from Freedom Mortgage stating that we had never had a forbearance on our account and a 12 month payment history would be furnished by XX/XX/2020, but should be completed sooner to be email to my wife 's email address on file with Freedom Mortgage. On XX/XX/2020, I called and spoke to a XXXX ( Employee ID unknown ) and he stated that he was not sure why my wife did not received the email with the requested letter yet because it was completed on XX/XX/2020. My wife had checked all of her email folders, including spam, and no email was received. XXXX stated that he would expedite a resending of the letter with the 12 month payment history. While we were in conversation he stated that the letter was being sent, which was XXXX XXXX PDT. By XXXX XXXX PDT, we had not received the email yet so my wife called again. My wife spoke to a XXXX ( spelling unsure ) ( Employee ID XXXX ), where she said that the letter would be completed by XX/XX/2020. Unsatisfied with this answer, my wife requested a supervisor and spoke to a XXXX ( Employee ID XXXX ). XXXX, being very argumentative, stated that the letter would be completed the next day on XX/XX/XXXX. My wife inquired why we kept getting the run around and told her that we would just have wait. My wife asked to speak to XXXX XXXX manager or somebody in corporate. XXXX stated that we could not do that but we could mail correspondence to Freedom Mortgage 's corporate office in New Jersey, He gave her the mailing address. My wife continued to ask XXXX more questions where he hung up on her. We decided to wait and when on XX/XX/2020, we had not yet received our email we called Freedom Mortgage and spoke to XXXX ( Employee ID XXXX ) she said that she was unsure why the letter had not been sent but we would have to speak to the original supervisor XXXX and we could not speak to another supervisor. She then stated that XXXX was unavailable and he would have to call my wife back within 24 hours. I will attempt to contact Freedom Mortgage again but believe that it will be unfruitful.
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| 10/23/2019 |
Yes |
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- Trouble during payment process
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Web |
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My original mortgage was bought by Freedom Mortgage Company. My mortgage with them started in XX/XX/XXXX. My original mortgage amount is {$1400.00}. I made the following payments : XXXX XXXX & XXXX, however, missed XXXX payment. In XX/XX/XXXX I made both XX/XX/XXXX and XX/XX/XXXX payments. Then I made my payments regularly in XXXX, XXXX, XXXX, XXXX, XXXX, XXXX & XX/XX/XXXX. I was always charged late payment fees of XXXX $ though most of my payments were made over the phone with the Freedom Mortgage Company either on the XXXX ( due date ) of the month or earlier, however, I still was charged XXXX $ late payment fee. The Freedom Mortgage Company did not credit my payments to my account with them and kept sending me letters of no payments and the last one was on XX/XX/XXXX showing high delinquency and outstanding amount of XXXX. I communicated in writing and over the phone with Freedom Mortgage Company and sent all bank statements showing that money was received by them. They kept giving me different scenarios of no sufficient funds in my account and wrong routing & bank account numbers. They raised my mortgage from the original amount of {$1400.00} to {$1800.00} claiming that there is a shortage in my escrow account. I sent them an XXXX sheet that shows all the payments as well as all the bank statements to prove the payment. On my online dashboard with them it shows that I made all the payment, however, they still claiming I did not make the payments. On XX/XX/XXXX, they sent me a letter confirming receiving the payments till XX/XX/XXXX. I made an XXXX payment as well. However, I received a call from them today XX/XX/XXXX confirming that I am delinquent for {$10000.00} and that I did not make my payments. I did not pay XXXX and XX/XX/XXXX. I requested to differ these payments as they suggested as well as XX/XX/XXXX payment, however, I was told today that they do not differ payments. They will rewrite my mortgage and interest rate will change based on my credit score. They were reporting me to the credit bureau since XX/XX/XXXX every month for no payment. This damaged my credit score completely and dropped me below 500. I have proof of all payments, letters, screenprints of my online dashboard with them to provide you to help investigate this matter. I need all my payments to be entered into their system. As compensation, I kindly require XXXX, XXXX & XX/XX/XXXX payments to be deferred to the end of my mortgage and send a letter to the credit bureau confirming that they reported me falsely.
Note : They had {$520.00} and were put in an unallocated fund account as they called it. They applied this amount to my {$2500.00} In XXXX to cover both XXXX & XXXX Payments.
Now I have {$1200.00} of the unallocated fund as you will see in the XXXX statement Thank you XXXX XXXX XXXX
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| 07/09/2020 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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My mortgage was acquired by Freedom in the first quarter of XXXX. At the time of acquisition I was current on my payments. Although I was in bankruptcy at the time, my home was not included. Not only did I pay my mortgage on time, I always overpaid.
I received my first statement from Freedom dated XX/XX/XXXX. Not only was the payment amount incorrect, I was being charged XXXX as a past due amount. my statement also showed the money I had overpaid ( XXXX ) was being held as unapplied funds.
My next statement was incorrect as well, I called but do not recall exactly what the rep said but I waited til the following month to see if the situation had been corrected and my payments properly applied.
My statement dated ( XX/XX/XXXX ) reflected a payment amount of XXXX, with a positive balance in the category of past due amount of XXXX. My over payment ( unapplied ) was now XXXX.
I paid the amount due of XXXX. I scheduled my next payment of XXXX to pay the amount due on XX/XX/XXXX. I expected the XXXX to be applied to my account however it disappeared. There was now a o balance.
My over payments which should have been held until they equaled a full payment, were partly used, instead of XXXX I now had a balance of XXXX but my new payment due was otherwise correct at XXXX.
This is just an introduction to the accounting issues I have had to deal with.
I have spoken to numerous representatives who assured me the account would be looked at and errors corrected.
My auto pay amount for XX/XX/XXXX was incorrect and this resulted in an underpayment on my part.
My payment due XX/XX/XXXX including a XXXX fee classified as bankruptcy expenses was XXXX my auto pay was XXXX.
I called Freedom and spoke to XXXX who told me to pay XXXX to bring the account current. I called back on the XXXX and was told to pay an additional XXXX and pay my regular payment amount next month ( XX/XX/XXXX ). My statement dated XX/XX/XXXX has erroneous fees in the amount of XXXX and XXXX overdue. I have no idea where these amounts came from.
My XX/XX/XXXX statement reflected a payment due of XXXX. My auto pay paid XXXX.
At this point my account should have been correct. I have made all my payments from this date forward before the XXXX of the month ( late ) with the exception being XXXX, XXXX, XXXX and XXXX of XXXX. Freedom granted me forbearance for these due to my loss of employment due to the Covid-19 crisis. On XX/XX/XXXX I paid XXXX for the month of XXXX.
I owe XXXX for the months of XXXX XXXX and XXXX but Freedom says I owe XXXX.
My account needs to be properly and fairly audited preferably by an appropriate outside agency.
I have supporting documentation in the form of bank statements and mortgage statements.
Additionally Freedom has neglected to report timely payments to the credit bureaus.
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| 01/25/2016 |
Yes |
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- Loan servicing, payments, escrow account
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|
Web |
Servicemember |
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Freedom Mortgage sent me a monthly statement on XXXX/XXXX/XXXX stating that my payment was {$1500.00}. My payment had always been {$1100.00}. I contacted the Vice-President, XXXX XXXX who indicated that they did an escrow analysis on my account and that they realized they had n't been collecting enough of a payment. Strangely though, there was no increase in my taxes or insurance. As a matter of fact, my taxes went DOWN. Employee error is the reason my payment has gone up. There have been numerous employee errors on my accounts with Freedom Mortgage and I am growing so tired of it.
I received NO notification of this until I got very upset in the email to XXXX XXXX and stated that I was never informed of this, and that this notification was required by the mortgage company. All they did at that point was email me their analysis that I had never been notified of prior to this date.
On top of everything else, I sent in my regular mortgage payment for the XXXX XXXX, XXXX payment and received a notice of a " late payment '' since they refused to apply my payment.
This is extremely concerning to me as many problems have occurred since I have had my mortgages with Freedom Mortgage. Since I have had my accounts with Freedom Mortgage, here are some issues I have had with them : 1 ) About a year and a half ago, I received a refund from Freedom Mortgage. I spent this on home improvement. A few months later, I was informed that Freedom Mortgage was then that amount short and needed to recover it and increase my payments.
2 ) Freedom Mortgage neglected to pay my homeowner insurance bill. This was approximately a year and a half ago as well. My homeowners insurance actually ceased until I requested that Freedom fix the situation.
3 ) I would gladly pay this amount if it was due to an increase in my taxes or my insurance, but as I stated previously, nothing was increased and actually went down.
On top of everything else going wrong, I have received statements that say I owe more than XXXX payment and I had to email XXXX XXXX to figure out why they were trying to collect for more than XXXX payment. There is too much to go into detail, however, right now the main situation is my payment going up so high because of employees of Freedom Mortgage not doing their jobs correctly. A homeowner/holder of a mortgage should not be the person responsible when these employees do n't do what they are supposed to.
XXXX XXXX stopped emailing me when I informed her via email that I had not received the appropriate documentation from Freedom Mortgage regarding any change/increase in my payments. I informed her that a mortgage company is required to notify me of any changes in writing and that this was not done. I did not hear from her or receive the assistance I needed after that time.
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| 10/20/2023 |
Yes |
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- Struggling to pay mortgage
- Foreclosure
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Web |
Servicemember |
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XX/XX/XXXX- Freedom contacted me to streamline and sign up with them. They kept in close contact frequently until I started to have issues with my payment.
XX/XX/XXXX I was approved for a XXXX XXXXXXXX XXXX XXXX. 1st payment was XX/XX/XXXX. I paid each month until XX/XX/XXXX, I started to get behind due to financial difficulties.
XX/XX/XXXX - XXXX contacted Freedom to explain the hardships I was experiencing. Per their website, I applied for a hardship. I checked the status almost every day.
XX/XX/XXXX member portal on Freedom 's website showed, new loan was in progress.
XX/XX/XXXX- I was locked out of my account online XX/XX/XXXX - member portal showed " your account is in active foreclosure ''. feeling scared I sent a partial payment. I contacted the VA loan technician. I stayed in constant communication with them. I also at this time assigned my sister as authorized representative to assist me. This stress was starting to aggravate several of my XXXX XXXX.
XX/XX/XXXX - I resubmitted a hardship loan application. I continued to experience periods of not being able to access my account online.
XX/XX/XXXX - I tried to resume payments since I was able to. Freedom rejected the payment.
XX/XX/XXXX- the link for the hardship application was showing to " upload bank statement and proof of income ''. I started to prepare those documents, then when I logged on to upload, I was again locked out.
XX/XX/XXXX- XX/XX/XXXX - I got inconsistent messages from Freedom to include being referred to a single point of contact who never contacted me. Voicemails went unanswered. I started receiving mail from lawyer offices and realtors asking to utilize them to sell my home. A few realtors stopped by to take pictures asking my family what I wanted to sell my house for. the letters have not stopped.
XX/XX/XXXX - feeling even more scared, I tried to send a full mortgage payment, this was again rejected. The VA notified me the foreclosure was halted until XX/XX/XXXX. I received some letters, others went 'undelivered ' per Freedom stating my previous mailing address in XXXX was causing their letters to be returned.
XX/XX/XXXX- I was able to log on and saw that same " upload documents link with XX/XX/XXXX date. I tried again the next day and the site read " Oops it's not you, it's. '' I sent the VA all the documents I am submitting to you for this complaint. The VA is under the impression that I only made 1 payment after the modification. They and the post office verified that my mail was no longer being forwarded to my old mailing address.
XX/XX/XXXX - the VA notified me that Freedom mortgage mishandled my VA XXXX Refund Modification that they granted to me in XX/XX/XXXX. It was not properly administered ; there were significant missing qualifications lacking.
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| 09/17/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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At the time I went to pay my XXXX mortgage payment online ( XXXX XXXX ), I inadvertently failed to hit the last " Submit Payment '' button, which meant I did not make the payment.
Later I received a letter from my mortgage company, Freedom Mortgage indicating I had not made the payment. I think I checked that I had a saved PDF for the payment, but either did not open it or did not see it was not a confirmation screen.
We left town in mid XXXX and were away from physical mail until mid XXXX.
When I went to make my XXXX payment online ( while away ), there was no indication that I was now indeed late. I also was unable to download my XXXX or XXXX statements at this time to verify what had happened. I made the XXXX payment.
When I got home in mid-XXXX there was another you are late letter. I was still unable to see XXXX or XXXX statements. When I went to make my XXXX payment it was finally indicating I was late as the required payment was now double my normal payment. I checked my checking account from which I make the payments and could see the XXXX payment did not happen.
I contacted Freedom Mortgage, and they seemed to understand the problem and would be happy to reverse one late payment ( maximum of their policy ), which they did. The person I spoke to sounded positive on the idea I would be able to have them repair my credit report, but I would need to submit a case via e-mail.
I submitted a case by e-mail, but the declined to repair my credit report. I am unable to pursue this matter further with their XXXX XXXX Department, as they would not provide me with a phone number for this department.
My credit reports with at least two of the three agencies now reflect two late payments on the mortgage, which seems unfair, as I feel I only missed one payment ; it just took me two months to address. There is also no distinction for a payment missed inadvertently, versus missed due to financial hardship or other issue.
I was only able to see my statements for XXXX and XXXX as of XXXX XXXX. This made it impossible to verify from Freedom Mortgage 's records what had happened. It is even possible I did actually submit my XXXX payment, but their system failed. Their on-line payment system is frequently offline, and fails when I submit. I will attach a screenshot of an example of this.
I also do not know how to add or update a contact telephone number on Freedom Mortgage 's website. They may have tried contacting me regarding the issue, but they may have been trying my home number while I was away.
I would like Freedom Mortgage to be forced to repair my credit report, to improve their website so that contact phone numbers can be seen, added and updated, and that their website be modified to make it OBVIOUS that a payment is about to be or is late.
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| 04/18/2018 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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We were affected by hurricane Irma. After the hurricane we were contacted by our servicer XXXX about a forbearance and loan modification as a result of setbacks caused by the hurricane. We submitted the application all of the materials for the loan modification only to learn that our loan would be serviced by Freedom Mortgage.
I notified Freedom of the dispute within the 60 day timeframe and the correction was never made. Upon following up again 2 weeks later, we were then told to resubmit the loan modification application and supporting material which we did 4 months ago. We called numerous times to follow up on our application only to be told it wasnt time to process the loan modification that we were in a forbearance.
Over the course of the last 4 months we have telephoned Freedom over 20 times, only to be told we need to resubmit the same material we have been submitting since XX/XX/XXXX.
In XX/XX/XXXX I finally asked to speak to someone in the escalation department and was told that I have been assigned a Single Point of Contact and that because I was current on the mortgage prior to the disaster, that in accordance with Mortgagee Letter XX/XX/XXXX issued by HUD it was a straight forward process and should be resolved within 2 weeks.
Since that time I have called at least once a week to talk to the single point of contact assigned to me ; over the 6 week period and multiple messages I have yet to have a return phone call, and email, or any form of communication from that individual. The only letter I did receive was to let me know that now Freedom would be reporting me to the credit agencies for being delinquent over 120 days. This is completely unacceptable, especially since I have been paying the mortgage and the delay was not caused by me. The delay was the direct result of Freedom not resolving the issue upon the transfer of the servicing as required and furthermore, stringing out the process.
I called Freedom again last week and was told that before I can have the disaster modification I need to complete a trial period. This too was incorrect information provided, for one, we have been paying the mortgage, and secondly as stipulated in HUD Mortgagee Letter XX/XX/XXXX, a Trial Payment Plan ( TPP ) is not required before completion of a Disaster Rate and Term Loan Modification or a Disaster Standalone Partial Claim for a Borrower who was current or less than 30 days past due as of the date of the applicable Disaster Declaration.
Quite frankly, it is clear to me that Freedom has no idea what is going on or what to do, even though HUD has clearly outlined the policy. As a result, they are now reporting a delinquency to the credit agencies, won't return a phone call to address the issue, and fail to finalize the disaster modification.
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| 07/02/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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I bought a home using Freedom Mortgage for my loan. A year into the loan Freedom Mortgage sent my a check for {$1800.00} saying it was an overpayment reimbursement and that I was being overcharged by {$500.00} a month. After receiving this letter, I contacted Freedom Mortgage and told the there was no way my mortgage should be {$500.00} less and they must have made a mistake. They told me my account had been reviewed and the letter ws correct and my mortgage would be dropping {$500.00} a month and to cash the check they sent me. Several days later I called them again and told them they made a mistake and that my mortgage shouldn't be that low. Again, I was told my account had been reviewed and that my mortgage payment would be lowered and to cash the check they gave me. I cashed the check a month later and bought a new truck thinking I would have additional money with my mortgage payment being lowered. A month later Freedom Mortgage contacted me and said they had made a huge mistake and that my previous payment amount was the correct amount and that I had to pay them {$2000.00} ( from the {$1800.00} check they gave me ) to make my escrow account what it needed to be to pay taxes and insurance. Since then my account has gone up and down $ XXXX {$50.00} every two months. Last month I received a call from my insurance company stating the Freedom Mortgage hadn't paid the and that my policy would lapse if I didn't pay it. I contacted Freedom Mortgage to ask why my insurance policy hadn't been paid from my escrow account. Initially they tried telling me they had never paid my insurance but after proving to them they had been for the past three years I was told Freedom Mortgage would no longer be paying my home insurance through my escrow account and I would have to pay for it myself. The rep told me this was a new policy and no one would explain why Freedom Mortgage was stopping insurance payments. I then asked them what my mortgage payment would be since they weren't paying the policy anymore. Freedom Mortgage then told me my payment would remain the same and wouldn't be lowered to compensate for the nonpayment of insurance. I asked them to review my loan because it wasn't possible for them to stop insurance payments but keep my payment the same. I was told it would be 3-5 days before I received the review. Two weeks later they have not reviewed my policy. I was told by XXXX XXXX they were aware of what Freedom Mortgage was doing and that it was immoral, unethical and illegal. I would like Freedom Mortage to explain why they are refusing to pay my home insurance policy, why my payment isn't being lowered and where the additional funds in my escrow account have gone since they are paying app. {$1500.00} less a year from my home insurance policy.
Thank you
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| 08/02/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account status incorrect
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|
Web |
Older American, Servicemember |
|
Freedom mortgage has reported false and misleading information to all 3 credit bureaus regarding a late payment on my mortgage. No payment was ever late! ( see Freedom Mortgages attached response to XXXX complaint ) Facts are : There was a {$63.00} increase in my impound account - which was not communicated accurately to me by Freedom Mortgage.. In XXXX of XXXX I received notice from Freedom Mortgage, indicating that there was a shortage to my impound account of {$300.00}. When I spoke with a Freedom Mortgage representative, I was told that I could pay off the shortage or have it included in future payments. I paid it off on XX/XX/2021. That was that and I moved on, believing the issue was resolve.
What I was not made aware of in that phone call, was that there was an additional $ 63 monthly increase. As such, I continued making my automatic bank pay normal payments of {$2000.00} on both XX/XX/2021 and XX/XX/2021. NO PAYMENT WAS EVER LATE!! As I recall, my 1st notice of the {$63.00} increase was via a call from Freedom Mortgage on XX/XX/2021 stating that the {$300.00} that I paid on XX/XX/2021 did not address the impound account increase of {$63.00}. They asked me to pay it over the phone right then, but I was in a conference with a client and advised them I would try to make it later that day. I got busy and forgot about the increase payment. I was not concerned as I knew that my house payments were on automatic payment from my bank and I had time to pay the increase. Payment bringing the entire account up to date was done within 13 days of receiving notice.
I never in a million years thought that this {$63.00} impound increase would result in such punitive and intentionally destructive conduct by Freedom Mortgage. It wasnt like they paid out a single XXXX or that they were forced to cover the increase out of their funds. Not only are they aware that they have caused my credit to decrease by XXXX points ( which is amazing on its surface ), but they have even exaggerated their false narrative of late payments by reporting the account as " NOT_MORE_THAN_TWO_PAYMENT_PAST_DUE '' which shows their true intent on intentionally hurting my credit. Additionally, theyve made it clear they intend to report this for the next 7 years. If thats not vindictive and punitive conduct, I dont know what is.
Freedom Mortgage says they are required by law to report accurately. They are in violation of that requirement, as they have admitted they received the timely {$2000.00} payment on XX/XX/XXXX, but placed it into an unapplied funds account. Freedom mortgage has deceived the 3 credit bureaus and will force me into litigation if this is not resolved fairly.
I thank you in advance for your attention to this matter.
Respectfully, XXXX XXXX XXXX XXXX XXXX XXXX
|
| 10/12/2017 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
|
|
Web |
|
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This summer, the XXXX payment of around {$800.00} dollars on an approximately {$38000.00} mortgage was apparently late because the property management company had a glitch in their system and I was unaware it was going to be late. No one from Freedom notified me one bit.
1. Although Freedom repeatedly asks me for multiple phone numbers, they did n't call either the second or third ones when a payment glitch occurred and a payment was being received late. I now have relatively trashed credit ( XXXX to XXXX and now to XXXX ) due to this failure of Freedom Mortgage to either contact me or remove the bad mark from my credit. My unfixed credit bad mark is the main complaint here. A tiny little loan balance, a failure to notify me properly, and my credit is totally trashed by Freedom Mortgage.
2. Second problem is : I also asked for a clear emailed reponse to the inquiry and never got one.
3. Third problem is that Freedom Mortgage sends me junk mail solicitations and I 've asked more than once for them not to do so. Just got another letter soliciting a second mortgage from me today.
I do not trust this company at all. I have had three ( 3 ) mortgages with perfect records for many years. The company has standard hold times of 9-10 minutes, today again. They do not care about me as a great customer with multiple mortgages with them. I 'm shocked to be treated with this kind of disrespect as to both not call me at the numbers and then subsequently to not help fix the issue or accept any responsibility for it. Freedom Mortgage is the worst of the worst companies I 've dealt with as a person who has had many mortgages on homes, both primary and rental properties.
Ask yourself if you want to have a mortgage company who takes all your information so they can use that information to contact you if there 's a problem ... of course you do. Freedom Mortgage wants all this information from you so they can solicit you to the max. That 's why they want three phone numbers of yours. Freedom Mortgage 's high level managers and/or board ought to be embarrassed at this style of business.
The attached paperwork to this complaint confirms even their own employee ( s ) agree with the wrongdoing that has been done here. Unfortunately they are only the " heat shield '' good people that do n't make the greedy policies clearly evidenced by this situation.
Good luck with asking for information ... this company has you " talk to the hand '' as much as any that ever existed. Go with a mortgage company who cares about you and your situation. Business is a two-way street of respect. Avoid Freedom Mortgage on your next loan purchase or refinance. I 've given up after Freedom Mortages standard " 10 min average wait times ''. I 've called about 5-8 times and done by best.
|
| 09/22/2021 |
Yes |
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- Struggling to pay mortgage
|
|
Web |
|
|
Due to COVID-19, myself and the co-owner ( Mortgagees ) of a property under mortgage with Freedom Mortgage company ( FM ) got behind on mortgage payments and were approved for a forbearance. When the forbearance was up, we requested further assistance due to the, still very present, COVID-19 economic problems. A loan modification request was entered early XXXX of XXXX and we were approved for a loan modification on XX/XX/2021. It took appx. 50 days for us to get the modification documents to sign in the mail - more than enough time for interest rates to go up in their favor, however we were still grateful and accepted the new rate. We both signed the loan modification package documents in the presence of a qualified/authorized notary and submitted to FM. It is now XX/XX/2021 and we are sending the same documents to FM for the sixth ( 6th ) time. They continually claim that we have not signed the documents in the manner that they have specified. They requested that " Borrower ( s ) must sign their name ( s ) exactly as the printed line below signature line. '' These documents were signed in the same manner our state IDs, passports, all prior loan documents, and any other document for that matter, have been signed. Despite that and the fact that there are so many legal ramifications to demanding customers forge signatures on documents - and with a real sense of duress, considering the circumstances, we signed as they wanted anyway - yet FM and their underwriters are STILL not satisfied with our signatures. The signatures, mind you, have been verified and qualified by an authorized notary on each occasion. Note that we have to pay for notary services each time out of pocket. At this point, I am convinced that what FM and their underwriters are doing is a means to delay action for as long as possible. Why they'd do that, I'm not sure. Perhaps they are hoping interests rates will change in their favor, or that they can continue to collect federal aid, insurance, or whatever else by keeping us listed as COVID-19 hardship customers in their databases. Whatever the reason, I am sure we are beyond the regulatory time limit for processing and this delay has a severely negative impact on our ability to manage our finances properly and care for our families. One of the agents we spoke to [ XXXX ID # XXXX ] who is a very nice guy, and did all he could to help, mentioned that despite the fact that we have not submitted signed documents, the modification is technically approved and will not impact our ability to make payments, refinance in the future, etc. If that is the case, why in the world do we need to sign and submit these documents???? Please help and do everything possible to ensure this complaint is not used by FM to harm us going forward. Thank you.
|
| 08/18/2020 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
Servicemember |
|
I called Freedom Mortgage back XX/XX/2020 and spoke with XXXX XXXX. During this conversation we discussed my financial situation and that I was looking to see if I would qualify for a VA loan. I told him my financial situation and I gave him authorization to pull a hard pull on my credit report so that he could review it and give me pre authorization for an amount on a loan. Right now times are crazy with buying a house and there are multiple offers being put on homes. On several occasions I spoke with Mr. XXXX about my approval making sure everything would be good for the loan. He even went to the extent to send me Closing worksheets so I would know exactly what I would need at closing. My real estate agent even had many conversations with him in regards to the approval. So, I had no change in my job or financial status everything stayed the same. I had to put {$500.00} of due diligence money down with my offer on a house. The contract here in NC reads that it is not contingent upon me getting mortgage approved. Well, I would have never given the money if I knew that there was any chance that the loan wouldn't go through. I was told to go find a house and make an offer so we could move forward. I found a home made an offer gave them my due diligence upon the advice of Mr. XXXX and thought all was good. Then after sending contract to him I get a call saying that I would need {$24000.00} in reserves or a co-borrower. First of all with a VA loan the only co borrower would be my husband which is not employed at this time. They knew that, so {$24000.00} in reserves?? So, I contacted other mortgage companies and in the pre screeening they told me they would advise me to wait another year with good credit for my score to raise and also to fulfill the requirements of the VA loan. During my prescreening I feel that Mr. XXXX didn't properly screen me, so now I am out of my {$500.00}. Even Mr. XXXX has called me and apologized and admitted his wrong doing and that he will now be asking more questions when he pre qualifies anyone. I then spoke with the Branch Manager with Freedom Mortgage here in XXXX NC and he basically told me that my contract I signed was wrong and that the sellers owed me the money. I sent him a copy of the contract and then he just kept saying he would check with his legal department to see if they would pay me the {$500.00} I put out on the professional advice of Mr. XXXX. He has not responded to me and I have filed 2 complaints with Freedom Mortgage Corporate and I have gotten zero response. I think that if your representative is not knowledgeable in VA loans he shouldn't be representing your company and give false advise. Please help me in getting them to accept the full responsibility by paying me the {$500.00} back that I lost.
|
| 10/04/2022 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
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Freedom Mortgage helped me with a Loan modification due to Covid-19. Once my Forbearance was over I received a Promissory Note that I had to sign and get notarized detailing principle amount, Unpaid principal amount, new principal amount. It also stated the new balance with interest rate the same at 2.750 % beginning XX/XX/XXXX. This promissory note is on file in my statement section with Freedom Mortgage dated XX/XX/XXXX which I assumed is the day they received it since I had it notarized XX/XX/XXXX So after a few months after I haven't seen any changes with my account still stuck in lost mitigation. I called and they said something was wrong with my name in the system and that it was taking longer than expected to move on from lost mitigation. I did continue making payments with my new monthly payments based on the information on file with my modification based on the adjusted amount and interest at 2.750 % I called again asking what is taking so long and someone from freedom mortgage said that the account was being held up due to that spelling of my last name. However once he looked at the paper work the person stated that was no error on the paper work and my name was correct. If I remember correctly he said that I should receive last documents to sign to finalized everything.
Once I received paper work some time in XXXX and due to my schedule I barely made the deadline to mail them but I did without reading it as I should have cause the final paper work did not match my Promissory note with the interest rate now 2.990 % When my account was out of lost mitigation I did notice the interest rate change.
I called immediately to inquire about this and I was told on two different occasions that this was an error and they would sent it to the higher up management and to expect a call one this was done. NO one ever called me so finally today XX/XX/XXXX Someone told me is would not change back to the 2.750 % and it will be 2.990 % Called back after reviewing paper work and I knowing I was told and in writing the interest rate would remain at 2.750 % along with it being wrong I was told but another person she would submit my concern about the promissory note with the original agreement I made the Freedom mortgage. Was told that they cant promise another outcome but would note that originally there was a hold up on my paper work with name spelling but that was never the case and the promissory note did state the agreed 2.750 % .... I have to call back Tuesday to see the outcome.
Truly frustrated that the modification did change due to them prolonging this process when back in XXXX a agreement was made and but they said my last name was wrong on paper work when it was not. I was told this would be a simple process and now It doesn't seem so.
|
| 01/19/2022 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
I refinanced with Freedom Mortgage starting in XX/XX/XXXX. On XX/XX/XXXX, I submitted a letter to Freedom Mortgage from XXXX XXXX Appraisal District stating that I am exempt from Property Taxes effective XX/XX/XXXX due to me being 100 % service-connected veteran. I live in XXXX XXXX and also pay taxes for XXXX XXXX ( school taxes ). Both counties have me exempt and my property ID is the same for both counties. When I contacted Freedom Mortgage after sending the letter I was told it would be effective XX/XX/XXXX and I would see a change then. On XX/XX/XXXX I contacted Freedom Mortgage to notify them that I was still paying property taxes beyond XX/XX/XXXX ( which should be the only month ). I did receive a refund check sometime during XXXX for approximately {$1700.00}, but still continued to pay my full mortgage with property taxes. When I contacted Freedom Mortgage on XXXX XX/XX/XXXX ( I spoke with XXXX in customer service and XXXX in the Property Tax Division ), I was told I was only getting a partial exemption and not a full because they had just paid approximately {$900.00} plus dollars to the two counties for my properties taxes. Where is the other monies that I paid? I was told an Escrow Analysis would be done with a completion date of XXXX XX/XX/XXXX, but one was not done. I proceeded to call again on the XXXX XX/XX/XXXX, speaking with XXXX ( ID number XXXX ) and told that an escrow analysis was not done, but that she would submit one. I also spoke with XXXX in the Property Tax Division. I told XXXX it shouldn't be this hard to get my account taken care of. She said Unfortunately it is.My husband proceeded to call after the XXXX and was also told something was being done. Nothing again. I called ad spoke with XXXX from Customer Service asking how I can get my property taxes removed from my Escrow and she stated that I would have to wait a year since its a VA loan before it could be removed. I called on XXXX XXXX and asked to speak to a manager. I was put on the phone with XXXX in the Property Tax Division. She stated that my letter stating that I am 100 % exempt from property taxes and she said that letter wasn't good enough that I would need a letter from both counties saying that I'm paying {$0.00} dollars. I called XXXX XXXX and they stated that they don't write letters like that only that a veteran is 100 % and exempt from property taxes. XXXX XXXX is sending me a letter even though its the same property ID. I called back to the Freedom Mortgage Company to let them know what the counties said. I spoke with XXXX in the Property Tax Department. She said a case would be reopened and that Freedom Mortgage researchers would contact the two property tax offices to verify my tax exemption status and would be complete by XXXX XX/XX/XXXX.
|
| 08/04/2018 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
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Starting back in XX/XX/XXXX I had been trying to do the biweekly payments but they wanted a month ahead and we could not do that. I started making partial payments. The first email I sent was XX/XX/XXXXwith out hardship letter. XX/XX/XXXX I emailed in my sons bank account statement.XX/XX/XXXX emailed income that had not been received since a specific date. XX/XX/XXXX emailed my child support paperwork with proof of income. Received letter requesting specific paperwork. again on XX/XX/XXXX thru XX/XX/XXXX emailed paperwork requested. After a while they asked for paperwork again. Finally stating that some of it was not filled out right. This time I filled out that paperwork again and mailed it and It was signed for by XXXX XXXX on XX/XX/XXXX. Paperwork was due by XX/XX/XXXX. On XX/XX/XXXX, I receive a phone call at XXXX XXXX from XXXX ID # XXXX stating that they needed the XXXX corrected in the address and phone number. Only page two of our XX/XX/XXXX taxes with our signatures on it and our hardship letter. I was told I needed to add on LIne 5 of the XXXX the word Corporation after Freedom Mortgage. and Their phone number. I was told they needed page two of our taxes signed and dated. I faxed those pages in on XX/XX/XXXX at XXXX XXXX. Then another letter comes dated XX/XX/XXXX wanting 1. federal tax return all pages ( already sent three times except page 2 needed signed and dated ). Year to date profit and loss statement signed and dated. 3. 3 months of recent business bank account ( I don't have any business accounts, and was told to write a letter stating that ) 4. complete financial worksheet. I sent in the two pages I have that state " Financial Report ''. I faxed these items in XX/XX/XXXX at XXXX XXXX, one page and XXXX 3 pages. I called on XX/XX/XXXX and spoke to XXXX # XXXX and was told they did get the papers and were working on reviewing the packet. XX/XX/XXXX received another letter requesting paperwork again. 1. Recent tax return. 3 months business statements. YTD profit and loss statement and Financial worksheet. I called today and spoke to XXXX # XXXX. I was told that they had none showing up. No tax return ( has been sent now three times and emailed ). Profit and loss statement which was faxed. Business statements to which XXXX stated to write a letter explaining that I don't have a business account. and again complete financial worksheet, not explaining that this last one has 6 pages to it and the whole packet has different titles on each page. Only one states " Financial Report '' and has a second page. The other say Financial Report, Hardship Affidavit, Monthly Expenses.
This back land forth and run around has been going on now since last year.
Now they have started the foreclosure. We went to a HEMAP Counselor Thursday.
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| 12/12/2015 |
Yes |
|
- Loan servicing, payments, escrow account
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|
Web |
Servicemember |
|
My complaint is that I have documentation with a final payoff statement that took me XXXX separate requests to obtain ( good through XXXX XXXX, 2015 ), my checks that were cashed ( written XXXX/XXXX/15 and cashed XXXX/XXXX/15 ) and the final {$41.00} fee for transfer and release of title, yet Freedom Mortgage refuses to close out the mortgage loan and is now charging random and ever-changing amounts to close the loan. They cashed, but have not applied the {$41.00} check, nor have they sent it to the county. Their own continued statements indicate no further principal or interest owed. Their documentation and billing has been inconsistent, causing me to pay a late fee of over {$50.00} at one point, despite making double payments, early payments, and paying the refinance off years early. Their own agent, badge # XXXX, verified that a system error had not credited payment properly and that the escrow for taxes was fully paid as well. He assured me that the {$41.00} fee and charge that was listed without explanation was, in fact, for the transfer of title deed needed to closeout the loan and that would be forwarded to the county. He clearly stated and restated that the {$41.00} fee was the only remaining amount owed to close out the loan. They have excessive hold times of over XXXX mins, refuse to answer questions, provide competent assistance and hide behind layers of voicemails and automated options. I asked to speak with a manager and was told he " did n't know if one was available. '' I was transferred to a voicemail, left a message and a full week later received no response, no email, no call back. The automated balance, written balance, on online balance all reflect differently. In XXXX, I checked with the county and they indicated that the mortgage company had not yet forwarded {$41.00} payment ( made on XXXX XXXX ), they advised that I investigate, as the company had a limited amount of time, less than 60 days, to transfer title, or they actually owed us {$500.00} by law. When I called Freedom Mortgage last week and spoke with badge # XXXX and # XXXX, I was given yet a third amount that I owed, another amount of late payment now appears on my credit report, and I am justifiably XXXX. I want this resolved immediately, and this company audited, as I see numerous similar complaints about them online. How is this possible?! It is mob-like behavior and somehow they are getting away with it! My husband is a XXXX veteran of 26 years and it is soundly unfair that he be treated this way. The false billing smacks of mail fraud and the lack of response from the company, the lack of investigation is disturbing. I request that a certified accountant look into their business practices because it appears that this company is manipulating funds.
|
| 07/26/2022 |
Yes |
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- Struggling to pay mortgage
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|
Web |
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I was divorced in XXXX. I was awarded the home property. I was told I would need to send a Quit Claim Deed and Divorce Decree pages showing that I was awarded the home. I sent both of those over in XXXX of XXXX. I did not receive new documents for the loan modification to add missed payments to the back end of my loan totaling {$16000.00}. I reached back out to Freedom Mortgage again and was told that the documents weren't sufficient. NO CALLS FROM FREEDOM MORTGAGE! I had to reach out to them every time... They deemed them unreadable. I sent the documents via fax again. I finally received documents from Freedom Mortgage with my ex-husband still on the loan in XXXX. I contacted Freedom Mortgage and asked why I had received documents with both of our names and the response was that it was a mistake ( meanwhile, I'm incurring compounding interest charges on the forbearance that had come due and my account was put in " early foreclosure '' ). I asked for the correct documents, resent my documents a third time after retaining an attorney. I was told that I would receive the documents around the first week in XXXX. When I received the documents, they were the same as they were before except a higher interest rate for my modification because the FED just raised rates. AND, I am going to have a higher monthly payment than I had before. Talk about a bait and switch! This mortgage company is costing me thousands of dollars. Especially important to note that this a FHA loan. It is a federal loan. So they are scamming me while scamming the government by forcing people into unnecessary modifications due to their failures.
My credit has been totally destroyed while all of this has been taking place. I have lost opportunities for my business because of my credit situation due to COVID Forbearance. I had to start a new job in a completely new industry because I was shut down.
It is now XX/XX/XXXX and I still have not received the correct documents for my loan modification. I have spoken to representatives at Freedom Mortgage at least 4-5 times since I received the latest incorrect documents on XX/XX/XXXX. Each time, I was told that Underwriting or " this needs to be escalated '' and nothing ever happens. Meanwhile, I am required to make a payment on a loan modification that I have no written terms, no documents, NO DISCLOSURES and no real progress on.
I was told today that this situation is on a supervisor 's radar but that documents may need to be submitted again. And, that I may need to submit my full divorce papers which are PUBLIC RECORD and not really anyone 's business.
I don't know where I can go from here but seeking an attorney seems to be the only option. This is a messy, unorganized, untruthful, shady and predatory situation.
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| 10/14/2022 |
Yes |
|
- Trouble during payment process
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Web |
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In XX/XX/XXXX my home was damaged by Hurricane Irma and I began a loan modification process with XXXX XXXX. I did not make payments for several months ; XXXX XXXX notified me that I needed to provide documentation, I provided numerous documents including financials, pictures and letters of damage. However, I was not getting a new payment amount from them this process took longer than made me comfortable. I called on a weekly basis for XXXX months trying to finalize my new loan amount. In XXXX of XXXX, I received a letter from Freedom Mortgage notifying me that they had purchased my loan and would be my new servicer. The loan amount at that time was noted to be {$170000.00} with an escrow balance of {$2300.00} and a past due amount of $ XXXX. I was shocked since for the last XXXX months I had provided XXXX many documents to modify my loan. XXXX refused to speak to me about this referring me to Freedom Mortgage ( my new lender ). I understood at this time that XXXX had not completed my modification, I proceeded to provide all of the documents again to Freedom Mortgage and they processed my Loan Modification in XXXX of XXXX. In XX/XX/XXXX, I attempted to refinance my FHA loan to get rid of my PMI mortgage and this is where I noticed that I now owed more than I did when I originally purchased the property XXXX years prior there was a partial claim with HUD worth $ XXXX plus the $ XXXX plus $ XXXX plus a negative escrow amount of $ XXXX this totaled $ XXXX and I had purchased the property in XXXX for {$230.00}. This alerted me to begin asking XXXX XXXX to provide the loan modification documents and the balances, they notified me that they would not provide the loan modification documents as they were privileged but did provide me balances from XXXX to XXXX, they then informed me in writing that they would not provide any more information as Freedom Mortgage was my new lender. I asked Freedom Mortgage to provide a reconciliation of my escrow account and they notified me that they did not own my mortgage prior to XX/XX/XXXX and would only provide documentation from XX/XX/XXXX on. I used those two balances that I received and reconciled as best as I could with the limited information I had. I can tell that from my reconciliation that the issues are with my escrow balances beginning in XX/XX/XXXX ( but possibly longer but no one will provide me documents ). These issues in my calculation overlaps both mortgage companies. I also identified errors with Freedom Mortgage escrow balances. I can't get these companies to provide accounting of my balances since they now put it on one another, and they also won't give me a call to discuss. I believe my account is overstated and I need help reconciling these balances mainly the escrow balance.
|
| 10/03/2019 |
Yes |
|
- Trouble during payment process
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|
Web |
Servicemember |
|
In XX/XX/XXXX, I provided Freedom Mortgage Company notice that, as a military XXXX, I was being called to XXXX XXXX. I began several consecutive periods of XXXX XXXX service in late XX/XX/XXXX, and I am still on XXXX XXXX orders into XX/XX/XXXX.
I provide copies of my XXXX XXXX orders to Freedom Mortgage in mid-XXXX and requested protection under the SCRA and pursuant to the California Military Families Financial Relief Act ( CMFFRA ), California Military and Veterans Code 800.
I provided a formal written request to defer my mortgage obligation for the 180 days under the CMFFRA unless Freedom Mortgage was willing to defer my financial obligation for the duration of my military duty ( through XX/XX/XXXX ).
In XXXX or XX/XX/XXXX, they acknowledged receipt of my orders but did not timely respond to me request for deferment.
Since this complaint covers over a year of time, I will try to summarize.
On or around XXXX of XXXX, I was told that my deferment request would be granted.
On or around XX/XX/XXXX, I was told over the phone that Freedom Mortgage would grant my deferment through XX/XX/XXXX, or for a full 12 months, I just had to provide a copy of my orders, which I already had done.
Per the CMFFRA, I was to pay my monthly impound account, while my principal and interest would be deferred, and the length of my mortgage would be extend by the length of the deferment once the deferment period ended.
I paid my impound account for the past year in good faith.
Despite this, over the past year plus, Freedom Mortgage has repeatedly submitted detrimental credit reports to the credit agencies, charged fines on my account, charged other fees on my account, sent correspondence saying I am past due, sent correspondence saying I am in default, harassed me when I called in to inquire on the status of my requests, etc.
Today, XX/XX/XXXX, since the understood deferment was scheduled to end on XX/XX/XXXX, I called Freedom Mortgage to make a full normal mortgage payment. They refused to take my payment and said I was due for the full amount of the past year 's mortgage payments.
I believe Freedom Mortgage 's actions are in bad faith, violate the CMFFRA, as well as the SCRA. I request they either : extend my loan by the 12 months as previously agreed, and bring my account current, and remove all fines and fees, and remove any and all adverse credit reports from the credit reporting agencies ; OR, forgive my loan.
I have paid each month 's impound account as agreed, and tried to resume full payments in a timely manner as anticipated ; it shouldn't be this hard to pay a mortgage. Freedom Mortgage should not be acting in bad faith when servicing the mortgages of service members who have other more pressing concerns on their plates.
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| 04/09/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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|
Web |
|
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XXXX, approx XXXX XXXX, I called my mortgage servicer, Freedom Mortgage, regarding starting a mortgage forbearance program based on COVID-19. I spoke with a representative, XXXX, who told me to I needed to apply for the program using an application provided on their website. That application can be found by following this link.
XXXX : XXXX I told XXXX that I didn't want to fill out that application since it states that I would be obligated to repay all forbode payments plus the current mortgage payment all at once at the end of the forbearance period.
I made clear that I'd like to start a mortgage forbearance program outlined in the XXXX XXXX Lender Letter ( XXXX ), with all forbode payments being tacked to the end of my mortgage.
I was told repeatedly that ' they're not able to change the terms of the loan ' and 'deferring those payments to the end would be changing the terms '. I was ultimately offered a multi-staged forbearance program that at its maximum would result in a 12-month forbearance with all forbode payments to be paid in full at the end of the forbearance period.
I asked to speak with a supervisor and would not accept the terms she described. I was placed on hold, but soon XXXX came back on the line to tell me there was no supervisor available at the moment. I requested to stay on hold, but she wouldn't allow it. She said her supervisor would call me back within 24-48 hours. She also suggested I call back in an hour to speak with a different supervisor. I again asked to be placed on hold to speak with a different supervisor and was told I could not hold.
I'm a single mother of two. I am the sole breadwinner. This virus has put an incredible strain on my household finances and without help, I will most likely face serious default or foreclosure. The plan Freedom Mortgage has proposed would leave me financially devastated.
I've worked hard to purchase the home I've owned since XXXX and am finding the lack of solutions offered to Freedom Mortgage customers unacceptable. The following excerpt was pulled directly from the Freedom Mortgage " COVID-19 Frequently Asked Questions '' link to page : https : XXXX 'What is forbearance?
Forbearance is a temporary suspension of your mortgage payments, allowing you to remain in your home while working through your short-term financial challenges. We will suspend your payments for up to 180 days. Once that time period has expired, we will work with you to reevaluate your situation to determine whether your forbearance can be continued. At the conclusion of the forbearance period, all of your deferred payments must be repaid. The Consumer Financial Protection Bureau ( CFPB ) has a useful video that explains forbearance as it relates to the Federal CARES Act. '
|
| 08/09/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan modification,collection,foreclosure
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|
Web |
Older American |
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XXXX XXXX, XXXX my mortgage ( including escrow ) increased by {$350.00} a month primarily due to my taxes increasing due to an {$8000.00} energy loan I made to repair damages to my property for an insured flood loss I suffered in XXXX XXXX. I applied for a loan modification to my mortgage company and while in processing in excess of 2 months, they sold my mortgage to Freedom Mortgage and I commenced the process over again with them. Finally they offered my a modification that only decreased my payment by {$180.00}. This low amount does n't really help me. I am a XXXX year old XXXX unable to get employment, living on social security retirement a couple of small pensions. I have a " special needs '' XXXX daughter who is now XXXX yrs old. As a result of unexpected expenses my credit card debt balloned to {$46000.00}. I did credit counselling and entered into a debt repayment plan to pay off my credit cards ( now closed ) over a 6 year period inorder to save on excessive interest payments although I am paying off the entire debt, but at a lower rate of interest.
As my financial hardship was not alleviated by the modification and my debt repayment program, I counseled with HUD who told me I should apply to KYHC. I did and after a very long processing period with many documents provided, they just approved a principal mortgage loan reduction XXXX XXXX ( although they would not provide me the details ) and sent it to Freedom Mortgage for their acceptance which they said would take approx 3 weeks. Then KYHC called me back the same day ( yesterday ) after I made the inquiry and I was advised that Freedom Mortgage denied to accept their principal reduction plan because I am in a 3 month trial modification. This of course both parties were always aware of from the beginning of this frustrating process. I can not accept that Freedom Mortgage will not accept the KYHC assistance is offering me. I am desparately trying to hold onto our home as I simply ca n't be homeless with a XXXX year old to take care of and I ca n't afford to pay what the rental market requires if we lose our home. KYHC advised me today that they will close my file without even allowing me the opportunity to dispute Freedom Mortgage 's decision. I was lead to believe that KYHC was a federal program to help home owners save their homes. Both entities have put me through so much over many months to now end up with this unsatisfactory result. If the lender now has the option to deny the aid I have been offered, what is the point of putting someone through all of this when they are already suffering a hardship. Please help me get Freedom to comply. I am not providing documents as KYHC has approx XXXX documents as does Freedom Mortgage Thank you.
Respectfully yours.
|
| 08/15/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
|
|
Web |
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My husband and I started our refinance process in XX/XX/2019. In XX/XX/2019 when our loan was moved to the Mortgage Processor, things began to move real slow. We were told there was a hold up with the system, they kept asking for more documents, they were not clear with the steps we had to ask for everything in writing because they kept saying this is the last thing required. At this point XXXX XXXX was my point of contact.
My husband and I complained to our original loan officer so our account was moved to XXXX XXXX. He was able to move our loan along nicely. He also maintained excellent communication with us on all steps of our process. Now that XXXX XXXX is our point of contact, we have no idea where we stand as far as closing. She has not reached out once to let us know that received any of our documents she requested. The documents are time sensitive and I do not feel its professional to let time sensitive documents lapse then request me to redo the documents because the data will be outdated by the time I get to the closing table.
My husband and I have never been late with a mortgage payment, we do not feel we are being treated fairly and definitely not valued as an excellent customer.
XX/XX/XXXX contacted Senior Loan Advisor XXXX XXXX by email asking for closing date XXXX emailed processing officer asking for closing date XX/XX/XXXX contacted Senior Loan Advisor by email stating we have not heard from our processing officer XXXX emailed Processing Officer XXXX XXXX asking for my status and about a closing date XX/XX/XXXX called Processing Officer and left a voice message asking for closing date XX/XX/XXXX talked to customer service was told my processing officer would call me before XXXX, she did not call-I was given her managers name and extension XX/XX/XXXX called processing officer several times between XXXX XXXX. Called her manager several times between XXXX XXXX. all went to voicemail. Talked to customer service she transferred me to escalation, I was on hold for 30 minutes.
XX/XX/XXXX XXXX XXXX, Escalation customer service answered the phone talked to him after being on hold more than 30 min. Put me on hold again to look at my account, says he talked to XXXX and she said she's looking at my paperwork I sent in 2 weeks ago and would call me back within the hour. I told him I do not trust her due to her not communicating with me yesterday nor today. He said he would have her manager, XXXX XXXX call me back, I said I don't trust her either, I need her supervisor. He placed me on hold for 10 minutes, then the phone connected to XXXX XXXX voicemail. I left her a message stating I needed her managers name so that I cold speak with them.
XX/XX/XXXX on hold with escalation for 15 minutes and still waiting
|
| 11/30/2018 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
We were told that we would be able to do a recast of our loan one time when we first signed with XXXX XX/XX/XXXX. Since then our loan was sold to Freedom Mortgage In Indiana. I contacted Freedom Mortgage via phone on XX/XX/2018 to ask how i go about the recast. They recognized i was a VA loan and thanked me for my service, then proceeded to tell me that i would have to send in a check for {$250.00} for the processing fee. From there they would contact me back to arrange the payment. We sent them the check that was posted on XX/XX/XXXX. On XX/XX/XXXX i contacted them back since i had not heard from them they said i would have to wait. XX/XX/XXXX they contacted me back to tell me how to send the money and verify that it had to be a cashiers check. We did everything they asked and they cashed the check on XX/XX/XXXX.
I heard nothing from them after that until i received a letter on XX/XX/XXXX Denying my recast. When i called them they told me it was their company policy not to allow recasts for any VA loans. Then then told me to send an email requesting the money be refunded since they had applied the {$250.00} to principle and left the {$100000.00} in an unapplied bucket. I was assured that the email was received while i was on the phone and told it would take up to 48 hours to return the money.
On XX/XX/XXXX i had not received anything back so i called them again. they said they would have the money deposited no later than the XX/XX/XXXX and they confirmed my routing number to wire transfer it. On the XX/XX/XXXX i called them back again because the funds were not transferred, and they confirmed my routing number again and said they were sorry and they would have the money transferred no later than Thursday the XX/XX/XXXX. I waited until today XX/XX/XXXX to call again because no funds were transferred.
I spoke to Employee ID # XXXX and was informed that they have changed the completion date again and i would be expecting the money by XX/XX/XXXX. I asked to speak to a supervisor and was told that Supervisor # XXXX was in a meeting and i should expect a phone call back by XX/XX/XXXX.
This entire process is highly frustrating, every time i called before the money was sent they thanked me for my service and told me it was a VA loan. Yet they still instructed me to send in the money. Then they did not apply it and just sent me a form letter with no explanation of how to get a refund. When i begged for my money back i was told that it was easy and they would take care of it. Every time i call them they change the due date farther out and keep my money. This at best bad business practice. We have made on time payments every time and have done everything asked of us but yet we can not seem to get the money back.
|
| 01/07/2016 |
Yes |
|
- Credit decision / Underwriting
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|
Web |
Servicemember |
|
I applied for a VA cashout refiance mortage loan from Freedom Mortgage on XXXX/XXXX/XXXX for my home in XXXX MD. Credit, Income, appraisal and all other paper work went through without any issues at first. In my area there is XXXX contamination in the ground water so the EPA installed carbon filters in all the houses in the area as a precaution. They check the water quarterly and also contracted the XXXX water company to also sample the water on a monthly basis. This was the process that was already in place when I purchased my home in XXXX. The appraisal report which Freedom mortage reviewed also indicated the water contamination as well the fact that construction would be complete in XXXX of XXXX to deliver city water from the nearby city of XXXX. The loan underwriter did not mention any issues from the appraisal report which he forwarded to me indicating that the house appraised above the amount that I requested.
A requirement of the VA was to have a water sample done so I contacted the loan officer to let him know that I could provide the EPA and XXXX water test. He indicated on XXXX that they would not be able to do the loan specifically because the VA would not allow it due to the well water contamination. I told him that I purchased the house in XXXX which they knew form my application so why would the VA deny it. He said that I could cancel the loan and reply after the city water was connected to my house in XXXX. I told him that I would lose my {$450.00} paid to the appraiser and {$200.00} for the termite inspection. He said that they might be able to give me a discount when I applied again. At that time I did not know what to do and he said they would put the loan on hold.
I emailed him later that day asking to speak to a supervisor and she told me the same thing that the best they could do was put my application on hold. I contacted the VA with my case # and was told by the VA Representative that is handling my loan that they did not put my loan on hold. I was also instructed to contact back Freedom Mortgage and explain to them to that VA only required to have the water tested and that they could the VA Representative directly. I left a voice mail message and sent an email. I missed a call back from a different phone number that my loan officer and when I called back it went straight to voicemail each time without a recorded message or name. My loan officer has not responded to voice or email in over a week. Please note that each time I did speak with someone the first thing they said was that the call is being recorded and that even though they said my loan is on hold status I have not received any paperwork stating such and no mention about my loan rate which was locked until XXXX/XXXX/XXXX.
|
| 11/01/2021 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
|
|
Hello, I would like to file complaint against my Mortgage Loan Servicer Freedom Mortgage. I lost my job in XXXX due to COVID and no available childcare. I requested a forbearance in XX/XX/XXXX while working partial hours and continued to pay mortgage thru XX/XX/XXXX. On XX/XX/XXXX, I called Freedom to request my final Forbearance. I spoke with a rep named XXXX. XXXX took my Forbearance request and thoroughly explained 3 Recovery plans once the Forbearance ended on XX/XX/XXXX. On XX/XX/XXXX, I called and requested the Recovery Modification plan. The rep thoroughly explained all programs again and also explained a 4th new program called Advance Loan Modification, offered per FHA. The rep explained that the program approval rate was rare, and most people were not approved. He explained that they automatically reviewed me for this program first and then the remaining 3 programs ; Stand-alone partial, short-term recovery, and Recovery Modification. I explained to the rep my choice was the Recovery Modification. I asked many questions to get an understanding of the program. I explained to the rep that I am a single mom, first time homebuyers and due to the pandemic my salary changed. So, the Recovery Modification Program was the best choice for me. On XX/XX/XXXX I received letter from Freedom stating my application was incomplete and missing title insurance page. The letter stated that I could still be reviewed for the 4 Streamline programs listed above, with an incomplete application. I called Freedom that same day and asked the Rep if I could fax over title page. The Rep stated they would handle on their end and I did not need to do anything. The Rep confirmed that I requested the Recovery Modification option but confirmed that I would be reviewed for all 4 Streamline Programs. Today, XX/XX/XXXX, I called Freedom for status on my request. I spoke with Precious. She directed me to my online approval letter. The letter stated that I was NOT approved for the Advance Loan Modification, Approved for Stand-Alone Partial and NEVER reviewed for the program that I requested, the Modification Recovery Program . Precious incorrectly stated FHA only approved me for this program. I requested supervisor assistance. I spoke with supervisor XXXX XXXX. XXXX apologized and stated I would have to decline the Stand-Alone option in order to be reviewed for the program I chose on XX/XX/XXXX. I explained that they were taking away my options and had not correctly processed my request or reviewed me for all 4 programs they said they would. At this time I would like to file a complaint. It appears that my options are being taken away and I am not receiving the assistance afforded to me as a home owner affected by the COVID-19 Pandemic.
|
| 10/12/2022 |
Yes |
- Mortgage
- Other type of mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
|
FREEDOM MORTGAGE encouraged me to do a forbearance due to financial hardship. The mortgage company encouraged me to do loss mitigation to help with the past due amount. The process began in XXXX of 2022. The representative told me not to make payments during this process. Every time I would submit paperwork required by the mortgage company, they would always be missing something. I would send the missing documents and check back the next week. Then, they would say the paperwork expired. I would have to start over. So I did. Many times. On XX/XX/XXXX I sat on the phone with a rep to make sure all paperwork was received because I received a foreclosure notice. The rep told me not to worry about the foreclosure, they will extend it. I made sure all paperwork was sent. The rep said the next step is the paperwork is sent to underwriting and to check back in a couple weeks. I checked back on XX/XX/XXXX and was told paperwork was missing again. I sat with the rep and went through all of the paperwork. She said nothing was missing. She didn't understand. She told me to hold on for a few minutes. When she returned, she said she discovered a check stub was missing. I think she was lying to cover for the mortgage company. Once again, I sent in all paperwork asked of me and verified everything. She said she submitted it for review. I was never notified of any missing paperwork after XX/XX/XXXX. I thought everything was OK, like the representative stated. The representative from the XX/XX/XXXX call told me to call back the following Monday. Meanwhile I have been working with XXXX XXXX XXXX XXXX, XXXX XXXX XXXX. I was approved and XXXX XXXX was trying to pay the past due amount in full so I didn't lose my house. Regardless of that, they proceeded to foreclose on my property. When I called that Monday they said I had to pay XXXX to avoid foreclosure. They knew I was doing XXXX XXXX XXXX XXXX But they didn't care. XXXX XXXX tried to intervene but was unsuccessful. After the auction, XXXX XXXX discovered that Freedom Mortgage in fact purchased the property. She called Freedom Mortgage and they said if she paid the past due amount and I paid the foreclosure fee we could keep the house. Now they are not returning calls to me or XXXX XXXX XXXX. They tried to lie to me and say they didn't purchase the property. According to the XXXX XXXX XXXX XXXX XXXX XXXX, they did. They told XXXX XXXX that a supervisor would contact her and myself but that has never happened. So I'm sitting her not knowing if I have just lost everything or not. They act like they are doing everything possible to stop me from keeping my home. I have XXXX kids and we are about to be homeless thanks to Freedom Mortgage scamming people into losing their homes.
|
| 07/17/2023 |
Yes |
|
|
|
Web |
Servicemember |
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Personal home on a VA mortgage went under contract on XXXX XX/XX/2023. VA loan assumption application was filled out and mailed to Freedom mortgage on XXXX XX/XX/2023. Loan application was received and loan application processor reached out in early XXXX. Phone meeting was setup to review required documents and documents were mailed via postage as required by Freedom mortgage within 2 days. Documents were verified received by postal service. Freedom lost buyers ' documents with identifiable information resulting in a stolen identity issue that was necessitated extra work. In XXXX, loan assumption application was finally approved and assigned to another processor. XXXX stated that he was overloaded with assumption applications. The process of getting to underwriting took over a month. In XXXX, the assumption package was finally submitted and after several weeks was returned and required a second contract extension. Underwriting required that contact terms be changed regarding land purchase for cash as part of the contract in order to make the assumption go through. After making the requested changes, the inundated loan processor missed or avoided several voicemails and emails regarding title work as well as several inquiries from both buyer and seller regarding the timeline for completion. After several iterations of submitting work to title and having it sit idly for several weeks, requiring more contract extensions, I requested to speak with a manager. It took weeks just to get a manager to respond. When the Freedom Mortgage phone is called an operator answers but has no extension or transfer to a loan assumption department. Additionally, throughout the process, I received dozens of calls and letters asking me to refinance my loan which seemed both out of touch, distracted from the assumption, and offered no hope of progress. Finally, after nearly threatening to call continuously until progress was made, I received a call from the loan assumptions manager. She was apologetic and completely unaware of our extended timeline for the assumption. Additionally she offered to put a rush on our assumption package and later that day, we received the cleared to close. This process with Freedom mortgage was disjointed, far from seamless, antiquated, a security risk, stovepiped, negligent, criminally slow, and seemed intentionally so. I relaize an assumption offers little to no benefits for Freedom over a new loan but there is an obligation for VA loans and to the consumer. This I feel strongly is where they failed in their negligent execution of the entire process. This resulted in significant delays, multiple expenses, additional mortgage payments, and delay in executing a military PCS move for a family on orders.
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| 03/16/2022 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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On XX/XX/XXXX my early payment for Freedom Mortgage disappeared. At this time I was trying to get another mortgage through XXXX.Because Freedom Mortgage was charging me for an escrow shortage plus 850 XXXX Though they couldn't explain to me why there was a shortage in my opinion thats fraud.I was told I did not make the payment and had late payments.They told the new mortgage company I had several late payments fees.Once went to my bank and proved I made th payment they started telling me they put the whole payment toward the principal .But when I got my XXXX statement it clearly showed that they put it in an unapplied account until I got a late fee .Then they dispersed they payment into my account. I copied all there records that show all there mistakes before they erased them from there records.By the end of XXXX I was down to 1 late fee Freedom 's agent told me that if I paid the late fee plus escrow shortages for XXXX, XXXX, and XXXX I would be totally caught up.So I paid XXXX on XX/XX/XXXX XXXX XX/XX/2022 myself the new mortgage and Freedom Mortgage got on a 3way call to prove I was caught upand with only one late fee.The first thing Freedom said was this is an attempt to collect a debt for XXXX $ .I said no I just paid you XXXX 4 days ago for XXXX and was told I'd be caught up.The lady said she'd have to check on it but would answer the other mortgages questions.The other mortgage asked if I had nonpayment or 1 late fee.Lady said yes then no nonpayment or late fees.He asked the same question again she said no ( Now I just paid a late fee with that XXXX, a latefee that that no longer exists except on my credit report the only bad thing on it ) .Then he asked does he have any late fees 30 days or more she said no.She hung up he knew it was bull because he said I can go in and take that late fees off your recordsI thanked him.Lost the mortgage reason was to many late payments main reason.I only have one late payment on credit report Freedom Mortgage. I copied all there info off the computer before it changed.a week later I talked to aguy from Freedom Mortgage and he told me thathe XXXX payment went to principal as read to him off my statement he ignored it.He told me I don't know what to tell you .I said I paid 13 payments in 13 months I paid early and more that I was supposed to but I owe XXXX? He said you owe a 14th payment for13 months and if you don't pay it they could take your home.I talked VA mortgage Friday the XXXX, she called me Monday XXXX sent everything I sent her and asked questions to Freedom. The only answer she got back was XXXX XXXX is up to date his next payment is XX/XX/2022. If this isn't wrong and against the law something is really wrong with the law.It has my paid in overdrive.
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| 11/11/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Escrow, taxes, or insurance
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Web |
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This company is misallocating funds. I have reached out to them on several occasions to resolve the problem. I would get hung up on and finally receive a notice with an explanation that does not make any sense. I let it go at first, but it keeps happening and I'm sure I am not the only person. I also had a problem with closing this transaction and the funds were also mismanaged.
1st. occurrence - This loan was refinanced and the first payment was not due until XX/XX/XXXX - I made payments XXXX payments to the principle only prior to the initial due date and noticed on the statement they used a portion of it for the interest. I called to fix the problem only to get the run around, but I let it go because it was getting very stressful with being handed off to many representatives.
2nd occurrence - On statement dated XX/XX/XXXX - I had an escrow balance of {$7500.00} a payment was made to my insurance company in the amount of {$980.00} and on the following statement it showed a payment to the Tax Disbursement in the amount of {$4700.00} - for a total amount of {$5700.00} which should have left me a total of {$1800.00}, however, when the statement dated XX/XX/XXXX came out, it only showed a balance of what was just added {$840.00}. I inquired about the balance and could not get a straight answer.
After my escrow balance started all over from scratch, my escrow amount was not enough and they sent me out a notice that my payment would increase unless I paid the amount of {$360.00}, I paid the overage and my payment still went up. I didn't notice the increase until a few months later. when I inquired about the payment, they made a few adjustments on my account and reallocated more money into my escrow account.
I pay biweekly with an additional {$150.00} per month going to my principle, these payments are automatic. After the adjustments were made, the company was now reporting that I missed a payment, they waived the first late fee, but didn't the 2nd month. This was reported to the credit company and dropped my credit score by XXXX points. This caused me financial harm with my other creditors. I reached out again via an email and they fixed the credit report, but then they messed up again, by placing a very low amount into my principle account and doubling the amount that was placed in the interest account.
If you follow the paper trail, this situation should have been resolved immediately, but here I am frustrated with all of the money that has been misallocated, gone missing and just overall mishandling of funds. I set this account up to make my payments on time with a little extra to pay off this loan sooner, but the customer service and the lack of understanding caused me to submit this request.
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| 06/23/2022 |
Yes |
- Mortgage
- Other type of mortgage
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- Trouble during payment process
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Web |
Older American, Servicemember |
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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
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| 04/21/2021 |
Yes |
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- Trouble during payment process
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Web |
Older American, Servicemember |
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In 2018 I lost my Job as an XXXX XXXX XXXX XXXX due to XXXX XXXX XXXX. I immediately contacted our current Lender, Freedom Mortgage and explained the situation and how it was hard at that time to get another job, of equal compensation. Freedom Mortgage offered to assist us with the loan Modification. I worked very hard at getting all required documents to them expeditously. Every Month I would here from them saying my documents were not accepted due to reasons like " Your Paystub is Crooked '' and " Now your Documents have expired '' " You must start over Again '' This process went on for over 11 months until I received Final Rejection of Loan Modification. They had kept telling me NOT to send any payments during this process. I was now 11 months behind and they were threatening Foreclosure. We then had to pay XXXX XXXX XXXX XXXX to file XXXX XXXX, which was very costly. So, we have been in XXXX XXXX since late 2018, and making payments to the trustee. This past XXXX we were victimized by the Ice storm/Power Outage here in XXXX Texas. We suffered a busted pipe and subsequent damages. XXXX XXXX Made a final settlement of {$16000.00} for home repairs. The first check of {$9700.00} was received on XX/XX/XXXX, and susequently overnighted to Freedom Mortgage for their endorsement. They have since contacted me by phone twice, stating they WILL NOT endorse the check, due to me being behind in mortgage payments, which I am NOT. Every time I have to deal with this lender, They are just extremely disrespectful and arrogant and NASTY to me. I personally feel their plan all along has been to cause repossession, due to my original note being $ XXXX and my property value has just been assesed at $ XXXX XXXX XXXX tax assesor. I really feel their ultimate goal is to take our house away from us, anyway they can. I reached out and notified by bankruptcy attorney, and she is going to have to file a motion to force them to endorse and release the insurance check. She stated this will probably take quite some time. Our house has moldy walls, ruined carp [ et and flooring. We already have a contractor lined up, but he can't get started until I have funds in the bank. I have been informed that their action of delaying their endorsement is illegal. This lender has done nothing but XXXX with and Aggravate me, every time I contact them. I am a 14 year veteran of The XXXX, and I DO NOT appreciate being disrespected and abused like this. Also, My wife of 30 years is extremely XXXX with XXXX XXXX XXXX and conditions. The stress that this lender has caused us has literally put her back in the hospital, 4 times in the past 2 years Please help us, if you can. I thank you for any time and considerations on this matter. XXXX XXXX
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| 05/11/2017 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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Previously, I had contacted CFPB with regards to the issues I was having with making mortgage payments to Freedom Mortg age using their online payment website. Following this, someone not sure who - from freedom Mortgage Customer Service contacted me and said that he was a supervisor. No name or contact info was given to me but he claimed that he would make the necessary adjustments to resolve the overstated charges which would be credited to the principal amount which would be reflected the following month, whioch would be XXXX XXXX . At first I saw the amount due for XXXX XXXX would be the usual {$610.00}, but then, somewhere during the interim prior to XXXX XXXX , I saw the amount due was changed to {$660.00}. The problem with this online payment site is that one is not given the option to pay a specific amount according to its category. There 's NO individual listing for principal, interest or escrow. There is just ONE total amount to be paid and that 's whatever Freedom chooses to put as THAT payment amount. My last payment was an exorbitant {$700.00} or more over the true amount that was actually due and that was supposed to have been credited back to me. Instead, Freedom has increased the monthly amount due which well may be added unnecessary late charges & fees which they choose to add on themselves and which there 's NO way of making payment for the actual amount due. Once again, I have been repeatedly calling and emailing and NO response. I have been in the hospital again because of all this and have proof of my constant XXXX XXXX XXXX caused by the stress Freedom Mortgage continues to be responsible for. I am seriously planning to file a civil law suit against this company for XXXX XXXX XXXX resulting in serious medical issues. XXXX XXXX seems to be XXXX again & all I get are solicitation calls about refinancing. THIS is a VA ARM Loan and there has been NO change in taxes or home insurance so there is should be no change in Escrow. Last year, XXXX , the monthly mortgage payment increased by about {$11.00} due to the change in interest rate, however, that increase from {$600.00} to {$610.00} remains in effect until XXXX XXXX , so why is their monthly charge {$660.00}. I am NOT falling prey to THIS SCAM company nor will I allow myself to be manipulated or intimidated in any way by their online payment site which is a BIG Scam. Read ALL the reviews on this yourself. I did call and and asked to speak with someone in the Accounting/.Finance Dept. and the person on the other end gave me a blatant NO. I even emailed XXXX XXXX expressing my intent to go into their office in XXXX XXXX NJ to get this all straightened out, yet, NO response.
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| 01/08/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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My loan was originally with XXXX XXXX and had been recently bought out by Freedom Mortgage in XX/XX/XXXX. I have received nothing but horrible service from them so far and nothing has been accomplished since my initial request on XXXX/XXXX/15. On XXXX/XXXX/2015 - I emailed a request to remove my PMI to XXXXXXXXXXXX and attached a copy of an appraisal I paid for that is from an accredited appraiser. They told me I would receive a response from them within XXXX hours. I have received no such response. I called in on XX/XX/XXXX, they told me that it is under review and could take a month to process. I waited a month and called XX/XX/XXXX. I was told that they did not have a copy of my appraisal so they closed the case. All this time I have yet to receive any mail from them letting me know any of this information, this correspondance was from me having to call them to follow up. The representative I spoke to told me that she didnt know why they said they didnt have the apprasial when she could see it attached to the email, so she opened up the case for me again. I waited and still no correspondance, so I called again I believe it was on XXXX XXXX or XXXX. I spoke to a " XXXX '' she told me that she sent an an email requesting an update and she was to call me back on XXXX XXXX to give me an update. I had no such call back. I called again on XXXX XXXX and spoke to a XXXX, she would not give me her last name which i figured they did n't want to be responsible for any calls they take in. Anyway, I asked to speak to a XXXX at this point and was very frustrated that I have been given the run around. She send me to a voice mail box of XXXX XXXX, because apparently he told her he was too busy to take my call. I left him a detailed voice message and had no return call back from him. I called today XXXX XXXX to ask for update and to let them know I have yet to hear back from XXXX. Apparently I was not important enough to get a return call back. The Rep told me that she did see some notes on the system today from a team lead named XXXX requesting an approval to remove my PMI and that the turn around time was Wednesay XXXX XXXX. I asked to speak to another manager, she transferred me to XXXX ( not sure of spelling ) his employee ID # XXXX. He was the only one to give me his employee # and ask for him next time if i have any further questions but told me he would call me on Monday XX/XX/XXXX once he hears back from XXXX.
My payments have always been on time, so I 'm in default, just trying to understand why it is taking so long to get this accomplished. This experience has been nothing but horrible and would n't want anyone else to go through this. Looking any help I can get to remove this PMI.
Thank you!
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| 04/17/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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In XX/XX/XXXX I closed on my home HUD ( XXXX XXXX XXXX XXXX XXXX, VA XXXX ) at closing, as is common, I prepaid homeowners insurance for 12 months. Within the first month, I began receiving late notices with regard to my homeowners insurance being late however, it had been paid in full at closing.
My lender ( Freedom Mortgage ) was also contacted by the insurance company regarding the insurance and subsequently, I received correspondence threatening forced placed insurance. I contacted Freedom Mortgage and my insurance company to no avail.
On or about XX/XX/XXXX, I had been forced into a situation where I had to take action. I contacted a new insurance company ( XXXX ) and obtained new homeowners insurance. Within 30 days, I eventually received a refund check from XXXX XXXX XXXX when they realized they had alread been paid.
On or about XX/XX/XXXX, I received a letter from Freedom Mortgage that my escrow account was short. I contacted Freedom to be informed that they found my account to be short thousands of dollars!
Upon further investigation, about 2 weeks later, I discovered that Freedom Mortgage had, without my knowledge or consent, paid over {$1000.00} additional out of my escrow account in homeowners insurance ( knowing it had been paid at closing only 30 days earlier ).
The customer service representative seemed as shocked as I was when we discovered where the monies had gone. However, I was subsequently informed that I would have to recover the missing funds, was provided no time to recover the money, and was provided no assistance with documents I requested regarding pay outs, etc. I was also informed I would need to pay additional payments as they were raising my monthly mortgage payment.
I sent a letter to Freedom Mortgage on or about XX/XX/XXXX requesting they temporarily return my payment to its original amount, provide payment related documents, and assist me in the recovery of the missing money they had mistakenly paid out.
I have received threatening calls and multiple collection/threat letters, but no answer or assistance from Freedom Mortgage. I can't even prove any additional monies were paid out without their assistance.
I had no knowledge of any additional payments erroneously paid by Freedom Mortgage and believe it is ludicrous that I should be blamed and saddled with the burden of inflated monthly payments and the collection of my money which had been held in trust by Freedom Mortgage.
I will work with the lender to solve this issue but I need assistance. I did not have any idea that these funds had been mishandled and should I have known, I could have been attempting to correct the issues.
Please feel free to contact me XXXX.
Thank you, XXXX XXXX
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| 01/18/2024 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
- Foreclosure
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Web |
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I am writing to bring to your attention the challenges and frustrations I have encountered in my dealings with your mortgage company, particularly in relation to the account associated with XXXX XXXX XXXX XXXX, XXXX XXXX.
In XXXXXXXX XXXX XXXX, my father passed away, leading to the initiation of the process to settle his estate. The gathering of the will and obtaining surrogate information understandably took a couple of months. During this time, I took the initiative to make partial mortgage payments, and in XXXX, I informed Freedom Mortgage of my intention to sell the house.
In response to my inquiry, They advised me to pursue a deed transfer, incurring a cost of {$1000.00} and taking several weeks to process and submit. Despite my repeated communication with the representatives, emphasizing my role as the executor of the estate, the request for necessary information did not arise until XXXX. After asking and pleading for several months on how I can move along with the sale of the property.
Regrettably, when the information was finally provided, I was informed that it was too late, resulting in the initiation of pre-foreclosure proceedings. Subsequent legal consultations revealed that a deed transfer was unnecessary for selling the house ; being the executor was sufficient. This information would have been extremely beneficial and would have omitted undue grief.
In an effort to rectify the situation, I took out a loan under my personal name to cover the past due amount, even though I am not legally liable for these debts. Unfortunately, my attempt to settle the outstanding amount is being rejected by your Freedom Mortgage, demanding additional lawyer fees on top of the already considerable financial burden.
I am now facing significant expenses, including {$3000.00} for lawyer fees, {$1000.00} for a deed transfer that was unnecessary, and an extra {$3000.00} for the loan, all while being stuck with a property I intended to sell since XXXX.
I believe that had I been provided with accurate information and guidance from the outset, the house would have been sold, and these issues resolved months ago. I kindly request your immediate attention to this matter and a thorough review of the circumstances, as well as a reconsideration of the requested fees.
I anticipate a prompt resolution to avoid further financial strain and potential legal actions. Your cooperation in rectifying this situation is highly appreciated.
The house is currently on the market and has showings on a daily basis, I hope we don't get penalized for taking the wrong direction and losing all my parents have worked so hard for. I am highly anticipating the resolution of this burden.
Thank you, XXXX XXXX
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| 03/25/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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Terrible company to work with. Our mortgage was purchased by Freedom Mortgage and it has been a nightmare since. They contacted us to solicit a refinance in XX/XX/2021. We moved forward and they pulled our credit, which is 800+. They proceeded to state they could not proceed with the refinance due to our debt to income ratio based on large student loans, despite our debt to income ration actually decreasing since the mortgage initially inception 2 years prior. This was addressed by the loan officer before our application was submitted and he assured us that it would not be an issue as it was not an issue with the original loan. Freedom was incorrectly calculating our debt to income ration based on what our monthly payments would be under a traditional 10 year repayment plan and not under the income driven repayment plan in which we were enrolled. I spoke with the loan officer many times and provided documenting from my student loan servicer, FASFA, the department of education and XXXX XXXX XXXX showing that there incorrect application to our debt to income ratio calculation was in contradiction with conventional loan underwriting guidelines and federal law. I was continuously reassured that everything would be sorted out and that the file was being reviewed by management in the underwriting department. After following up many times via email and telephonically and being advised that I would be contacted and the file was still in review I was ultimately told the file was closed and there was nothing I could do. The entire situation from start to finish was very frustration and deliberately misleading.
**It is also very important to note that when I was initially advised they would not be able to proceed with the refinancing I went to another mortgage company and submitted an application that was approved by the underwriter. I abandoned that application and switched back to Freedom Mortgage due to their slightly better terms when I was subsequently contacted by their loan officer with apologies and reassurances that they would be able to move forward with the refinance and that they have received assurances from their underwriters after reviewing the file. Only up subsequently change positions again and deny the refinance for the same reason they previously assured me would not be an issue multiple times. Due to this, I am now in a situation, only three months later, where interest rates have increased significantly and refinancing no longer offers the same benefits. Due to Freedom Mortgages negligence, blatant disregard for consumers, and lies that caused me the withdrawal my other application I will endure an additional cost of approximately {$75000.00} over the life of the loan.
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| 03/31/2022 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
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Due to my wife 's illness we paused our mortgaged payments from XX/XX/XXXX to XX/XX/XXXX under COVID relief. We were told in pausing our mortgage that we would not incur any interest or penalties in doing so. We were so thankful for this blessing as my wife was ill for over a year, and I transitioned from XXXX XXXX XXXX of 30 years with XXXX XXXX XXXX XXXXXXXX in XX/XX/XXXX.
Once we were financially stable enough to continue our payments we contacted Freedom Mortgage and were told that it would be no problem at all. We would just need to make XXXX payments on time, and then we would be able to skip a payment and then our loan would be modified without any extra charges. Meaning that the late payments would just be rolled back into the loan and the loan would become another 30 year loan without any other changes and it would not be considered a new loan.
This is not what happened. When we paused making mortgage payments we owed XXXX when we signed the new loan modification papers we signed a loan for XXXX. We were charged XXXX for modifying this loan and no one from Freedom Mortgage can tell me what this charge is for. They just say you signed the paperwork so that this is what it now is.
No one went over the papers we signed. We went by what we were told and were unaware that we would be receiving any charges. I asked several times if we would be charged and were told no. I asked if there were be a va funding fee and I was told no. I am XXXX XXXX XXXX XXXXXXXX from his 30 years of military service and from all of the medical conditions that were a direct result of my service we are now exempt from a VA funding fee. I was told that there is no reason given that the mortgage amount was increased.
We signed those papers in good faith that what we were told by Freedom mortgage that due to COVID relief that there would be no interest or penalities accrued during this time. No one from Freedom Mortgage can tell me why we gained an additional XXXX onto our mortgage, but because we signed the papers that no one reviewed with us that is what it is.
We need this XXXX, XXXX removed from our mortgage principal as a verbal promise was made that we would have no penalities or interest accrued while our mortgage was paused. This also was not discussed with us when we signed the new mortgage papers. No one reviewed the paperwork with us we were just told to initial and sign to get back on track after our XXXX consecutive payment was made.
This is a travesty and is unjust that we are being penalized and additional charges were added, but no one at Freedom Mortgage can tell me why these charges were added, what they are for or anything else.
Please help to resolve this immediately.
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| 10/14/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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I have reached out to Freedom Mortgage ( FM ) representatives for 1 year and 6 months with no response and no resolution to unfair credit reporting on my account. Despite several successful disputes with credit bureaus, Freedom Mortgage continues to re-report either an XX/XX/XXXX or XX/XX/XXXX late payment on my credit reports. This account was never late in XXXX nor XXXX of XXXX. Payments were made on the XXXX of every month via ACH deposit. To report XXXX and/or XXXX payments as 30 days late is false. Payments were automatic on the XXXX of every month. The archived statements on this account reflect ACH monies processed and exchanged between FM and my bank.
Furthermore, if the amount sent was short of an escrow adjustment it was never communicated to ( me ) the secondary account holder. I did not receive any notices, bills, invoices, or calls regarding any adjustments as I am not the primary account holder. It is my understanding that Freedom Mortgage never maintained accurate contact information for me as the secondary account holder during the life of this loan. This is crucial because I relinquished contact with the primary account holder in XX/XX/XXXX due to a court appointed Protective Restraining Order issued by a XXXX XXXX Judge in response to a Felony Assault Charge. This No Contact order was in place for my safety and I requested FM to adjust my separate information at the time. Communications, if any, made to the primary account holder were not made to me. I have supplied the confidential court documents to Freedom Mortgages customer service email and to the RESPA Written Request Department and have received NO response. My numerous attempts to discuss and resolve this issue have been ignored. I am pleading for assistance, fair credit reporting, consumer protection, and compassion. I am the XXXX XXXX XXXX XXXX and a protective restraining order was in place against the primary account holder during this time to protect me from further XXXX and XXXX. I am asking for Freedom Mortgage to have the compassion to permanently adjust the 30 Day late marks they continue to re-report on my personal credit reports and reflect them as current OR relieve me from their continued reporting all together. Since this account is classified as a mortgage account these derogatory marks are negatively impacting my chances at applying for safe housing, mortgage loans, and refinancing, for the next 7 years. I have mailed all the documentation to support my claim along with my contact information several times to FM, I can supply again if asked, and I would greatly appreciate the opportunity to resolve this issue. Please contact ME, as I am not in contact with the primary account holder.
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| 04/01/2023 |
Yes |
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- Struggling to pay mortgage
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Web |
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We have been filling out loss mitigation for 3 years since XXXX and My divorce caused us to be out of work. We never heard anything and listed the house spring of XXXX. Had a full price offer and wound up pulling out after we received a foreclosure notice and reached out that we would like to keep the home and the only reason it was listed was because we didnt hear back. We were shortly later advised to call freedom mortgage because we would qualify for a COVID modification. We were assured this multiple times so we pulled the house off the market. When we completed the COVID modification for basically reinstating payments- i it required all the information the loss mitigation packet required despite being advised it wouldnt. I called to check the status she couldnt see it then I was told the system glitches but they would get it to XXXX. We were advised no additional paperwork would be needed. We were then advised a few weeks later that we did in fact NOT QUALIFY for one of the plans under the COVID options but would be offered a similar option but didnt need to resubmit because they had everything they needed. We received a notice requesting it a few weeks later so I called I was told no I didnt need to since we had recently submitted it all. Called the night before it was due to re verify it didnt and was told just paystubs and bank statements. I demanded to speak with a supervisor for clarification. I was then placed in direct contact with someone named XXXX XXXX who is a liaison for these kinds of issues. She advised complete the entire thing. We both had to call in last minute the day of but we got it submitted online. A bit later she advised that was not sufficient and complete the hard packet. She advised I could send directly to her. I completed and put everything in one file labeling each document. Was advised she would reach out and let us know if additional documents were needed. Heard nothing and received another packet in the mail to complete. I emailed asking why they needed again and for a phone call. Never got an answer and that phone call turned into what seemed like an intentional game of phone tag that ended with an email advise if she RESENT THE APPLICATION. I went to XXXX where the incompetence continued. They asked how I would like to be contacted by phone or email and I provided TWO EMAIL addresses. Didnt hear anything for a few days and reached back out and was advised THEY CALLED but got no answer- like it was my fault yet I NEVER PROVIDED A NUMBER. WE ARE AT A LOSS.
We pulled our house off the market which may have been our only chance to secure housing for our family of XXXX. One of them being my daughter who is XXXX and XXXX XXXX. PLEASE HELP US.
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| 09/28/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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In XXXX of XXXX my husband XXXX XXXX was Hospitalized for XXXX he was off work and on XXXX for a few months and Freedom Mortgage put us in a COVID19 Forbearance and we were put in the Modification program to help bring our house note down. On XX/XX/XXXX we received our letter from Freedom Mortgage stating after careful review and was approved for COVID19 Refund Modification and Principal and Interest was {$930.00} interest rate of 3.250 % and a estimated Escrow of {$350.00} and as long as I didn't appeal within 14 days at which we didn't appeal but I called and asked when 1st payment due I was instructed XX/XX/XXXX in which we paid {$1200.00} but was instructed they made a mistake and was reviewing again but no one had informed me about this I only found out when asking about when to send first payment. I had also been terminated XX/XX/XXXX due to non- vaccination I currently work 2 days a week now. I was informed just to keep making payment until a new review comes to us. I never heard so I called back in XXXX and it still showed nothing but was informed they had turned us into the Credit Report but they sent me a letter saying they contacted Credit report and had corrected it because they had made a mistake sending it. We finally received a second document saying the new amount was {$1300.00} something and I needed to sign paperwork by XX/XX/XXXX I believe was the date but after talking with one of their representatives about change in our taxes that put us in a lower tax on Farm land he told me he would put a note before the Modification reviewers, which was before the deadline, so they could reevaluate since change to lower the taxes of Mortgage, so I waited for new update didn't hear from Freedom Mortgage so I called them just to find out by XXXX that he was sorry to inform me that that wasn't correct so we would have to start over again for a 3rd time. I asked them why aren't they held accountable being I was given wrongful information and this has been nearly a year and they've made nothing but mistakes this hold time that I feel we've been misrepresented by them and my husband as a Veteran hasn't been helped but instead we feel they want to take our property and this is why we feel weve been treated this wav. I know someone who also had Freedom Morteage and thev didn't perform such mistakes with them as they have with us and didn't take but 2 months to complete their packet but it's a year for us because of their neglect and Freedom Mortgage should be held accountable and held to the initial letter we received in XXXX.
I pray a fair result comes out of this as well as interest rate as we had offered to us in XX/XX/XXXX & payment. Thanks Sincerely XXXX & XXXX XXXX
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| 01/17/2020 |
Yes |
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- Struggling to pay mortgage
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Web |
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Trying to get a loan modification since XX/XX/XXXX after the birth of my son and loss of come from my late husband and myself being on maternity leave. Ive received miss-guided and missed leading information from the mortgage company which continues to delay my process. Ive struggling to get the mortgage to hear me out as I want to make things right. XX/XX/XXXX I was able to prove I can afford the mortgage and pay the mortgage but my non-owner occupied co-borrower ( who is my uncle in law ) refuses to comply so I could move forward with a modification. Prior to my husband passing away I was asked to get a quick claim deed ( XX/XX/XXXX ) only to be told that doesnt support my case, I was approved for a variance ( XX/XX/XXXX ) and I was approved for a modification and I completed my three month trial period ( XX/XX/XXXX ) only to be told in my final process of the modification my co-borrower would not be removed after being promised he would be removed with every phone call and conversation I had with representatives.XX/XX/XXXX I was told the reason my modification was not processed and completed is because I neglected to submit a copy of the variance approved by HUD. Is my understanding the mortgage company is typically supposed to request a copy of the variance. As of XX/XX/XXXX I was told the removal of a co-borrower is a case by case situation but my case does not grant that and I was also told it is to the discretion of the mortgage company to obtain a variance. I was told they are not obligated to obtain one especially because they dont feel my case was a necessary situation where they would have to remove my co-borrower.
I asked why was I approved, why did they make me go through the trial period And pay money knowing my co-borrower was noncompliant from the very start of me requesting a modification ( in XX/XX/XXXX ) only to be told the company felt bad for me for two years and unfortunately that led to me being misinformed and miss guided throughout this process. I have made countless calls and requests to get answers and understand why am I receiving this type of treatment only to be told I could not speak with a manager or a supervisor and they could not provide me with appropriate information to file a complaint. To date I struggle with finding out how to reach out to corporate because I was told that is not something they have to share with me. I need help as Ive struggled to get help or accurate information well trying to file for a mortgage modification. My husband passed away XX/XX/XXXX and it has been my desire as well as my families to keep our home. Im determined to make things right and to pay but Im finding difficulty working with my mortgage company.
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| 09/20/2018 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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My pay was interrupted for two months by the va with minimal notice. This caused my mortgage to default. The va fixed the issue eventually and wrote a letter to the mortgage company explaining the situation. In the time that my loan was in default, we had a small fire in our laundry room/ bathroom. I completed the work myself even though the mortgage company insisted I needed a contractors liscence to install new flooring, a piece of drywall, a pocket door, some cleaning and paint. I explained that I was a XXXX for a family member for over ten years before I joined the XXXX. Nothing in the repairs was above the average home owners skills and anyone could learn to do everything I did to my home watching videos on XXXX. I had called them at least 6 times before they gave in to letting me work on my own property. They only told me half of the actual process to get the insurance checks endorsed and sent back to me to deposit. They advised me that if I wanted my money within 5 days to send the checks in an overnight mailer to include a return overnight mailer to get it back in said due time. I did this to a cost of almost {$50.00}. This was over 3 weeks ago and since that day, I was told Id have to wait an additional 10 ten for the inspection. The inspector came last Friday on XX/XX/XXXX. I called yesterday to ask when the funds would be realesed to me and they said it would take an additional 10 days after receiving the inspection for corporate to sign off on it. This was all given to me over 8 different phone calls and I believe 7 different employees all telling me different things. When asked to give me an idea of when the funds will be released to me and why it was taking so long after I was told 5 days well over a month ago so I could write down exactly what they told me this time. The manager stopped talking. They didnt ask to put me on another hold, they didnt hang up, they simply stopped responding to me. I demanded an answer several times and when they still refused to respond I hung up the phone. The insurance adjuster and the independent adjuster both stated that I completed the repairs in a timely and proper manner. I had to borrow money to complete the repairs and since I was told Id have the money back in 5 days, I returned it to the person I owed it to ASAP. The repairs cost me about {$1500.00}, and my mortgage payment is {$1200.00}. I told them hey can have the mortgage payment when I receive the {$8900.00} due to me from them. I also believe that they are a predatory lender and since my property is worth well over what I agreed to pay for it, they want to lay claim to it or try to get me to refinance from them for the full equity so they can make their money.
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| 05/03/2018 |
Yes |
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- Trouble during payment process
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Web |
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We initially filed a complaint with the Consumer Finance Protection Bureau on XX/XX/XXXX regarding our disaster modification to which we received a response from XXXX XXXX XXXX on XX/XX/XXXX informing us that the late fees assessed were removed and future late fees would not be assessed. Additionally, we were told that the forbearance would continue through the end of XX/XX/XXXX at which time the disaster loan modification would be processed and that an application would not be required.
The dealing with Freedom on this disaster modification has gone from a comedy of errors to negligence and incompetency to gross negligence.
On XX/XX/XXXX we received a letter dated XX/XX/XXXX from Freedom Mortgage informing us that as a result of RESPA and the 60-day rule that Freedom would report our account as delinquent onXX/XX/XXXX. I immediately telephoned Freedom and after not getting a resolution, I asked to speak to someone in the escalation department and was told that I have been assigned a Single Point of Contact and that because I was current on the mortgage prior to the disaster, that in accordance with Mortgagee Letter XX/XX/XXXX issued by HUD it was a straight forward process and should be resolved within 2 weeks and the reporting would not be an issue.
In reviewing our credit report, Freedom reported to the various credit agencies as the mortgage as being delinquent on XX/XX/XXXX ; a violation of RESPA requirement stated in their XX/XX/XXXX letter.
Over the course of the last 4 months we have telephoned Freedom over 20 times, only to be told we need to resubmit the same material we have been submitting since XX/XX/XXXX.
I called Freedom again last week and was told that before I can have the disaster modification I need to complete a trial period. This too was incorrect information provided, for one, we have been paying the mortgage, and secondly as stipulated in HUD Mortgagee Letter XX/XX/XXXX, a Trial Payment Plan ( TPP ) is not required before completion of a Disaster Rate and Term Loan Modification or a Disaster Standalone Partial Claim for a Borrower who was current or less than 30 days past due as of the date of the applicable Disaster Declaration.
Quite frankly, it is clear to me that Freedom has no idea what is going on or what to do, even though HUD has clearly outlined the policy. As a result, they are now reporting a delinquency to the credit agencies, won't return a phone call to address the issue, and fail to finalize the disaster modification. As a result of Freedoms gross negligence, this negative reporting is now causing issues professionally. In addition to this complaint I am also filing a complaint with the Florida Office of Financial Regulation.
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| 08/18/2015 |
Yes |
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- Application, originator, mortgage broker
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Web |
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I started calling my mortgage company Freedom Mortgage about refinancing in XX/XX/XXXX 2015 asking what I need to do, what they need from me. after I started the process with XXXX XXXX giving him the information he asked for I went weeks no calls or call backs. after leaving many voicemails I finally got a hold of him he told me my account was transferred to a different rep leaving yet another voicemail for someone else after a couple weeks later to be told someone else had the account. three different people later finally getting a hold of XXXX XXXX who told me my account was closed because they did n't have the paperwork they needed from me which I explained to her I had turned those in to the previous rep who had the account. it was XXXX 3months and payments later she tells me she has to get with a supervisor to reopen it. I called another mortgage company to ask advice they told me I could make a complaint with CFPB. telling XXXX this the next day she called back immediately telling me the account was open and at the under writers. couple weeks go by I call her to hear they need my bank statement I send it another week goes by and she tells me my wife has to write a letter stating I have access to the account and money since it is a joint checking account. then yet another week goes by I call they want an explanation written out why the address on the account is not my house address. I would not have found any of this out had I not called. I was told to get one thing after another and did so in a timely fashion. i finally get everything to them and now XXXX payments later since starting the process its XXXX I am told we are going to get to close the XXXX then they canceled one hour before our meeting because they did n't have the right paperwork rescheduling for the XXXX they canceled again still did not have correct paperwork. they rescheduled for the XXXX and once again called to reschedule for the XXXX still not ready today. I get a call from the title company XXXX XXXX at XXXX they have not received the paperwork from Freedom Mortgage so they are unable to meet us for closing tomorrow. the title company proceeds to tell me they have been ready since XXXX XXXX for me to close however they have been and are still waiting on Freedom Mortgage. I have explained to Freedom Mortgage since day one my payments are to high and I am paying 8 % interest and in XXXX of having this loan my pay off has only moved around {$4000.00}. since XXXX I have been wasting money because it all goes to interest and I explained to them I wanted this done as soon as possible. it was hard to keep up the payment because it is so high and after XXXX I have built no equity due to this issue.
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| 06/16/2022 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
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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.
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| 01/12/2017 |
Yes |
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- Loan modification,collection,foreclosure
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Web |
Servicemember |
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I am in the process of a deed in lieu foreclosure with Freedom Mortgage company. We were told XX/XX/XXXX that we qualified for this type of foreclosure and that the final paperwork was in the mail for signatures. Weeks passed with no word from Freedom and no papers in the mail. I called XX/XX/XXXX to let them know the paperwork never arrived. At this time I was told that Freedom could not proceed without the DMV title. I informed Freedom that there is no DMV title, as it is not a mobile home. It is on a brick foundation not on wheels. We informed Freedom further that we have a VA loan and VA loans can not be obtained on mobile homes, the home has to be on an actual foundation. Therefore this should n't even be an issue. Today Freedom said that the 'title ' says its a mobile home, and that if it is not a mobile home then I need to go to the DMV and fix it. There is nothing to fix at the DMV nor can the DMV give me any paperwork because there is no title, there never was a title because it is not a mobile home. I also asked if they have a so called 'title ' why did they ask me for a title XX/XX/XXXX? No one could answer me. Ive been transferred all over to various Freedom employees and no one can help me because it is underwriting who makes the decisions. The people that speak to me are only relaying what underwriting says. I am also told that it is impossible for me to speak with underwriting. Freedom refuses to finish the foreclosure because of the 'missing title ' which does n't exist. I am unsure how to proceed as I can not produce paperwork that never existed to begin with. Freedom also did n't have the title when they obtained our loan from a different company, nor when they refinanced us from an arms loan to fixed rate loan a few years ago. It is my understanding that if a title existed for our home they would have also needed the documentation at those times. They could n't have had it either of those times either since it does n't exist and I did n't provide it. There was also no title exchange when we bought the home, nor the owners before us, nor the owners before them ( we 've gone through the real estate records trying to find it ) All this is on top of spending over a year trying to sell our home via short sale. Freedom refused to process our request for short sale. They repeatedly lost paperwork and sat on paperwork until it expired, dragging out the process so long that we lost our buyers. After loosing our buyers we decided to just turn over the property and accept the financial repercussions. This whole process has been going on for almost two years and ruined our financial standing all we want is for Freedom to take the property and let us move on.
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| 11/30/2016 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
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I initiated this account for short sale on XX/XX/2016 by submitting lender package, offer and all required financial docs good through 90 days. On XX/XX/2016 we spoke to Freedom Mortgage and they confirmed that our package was received and a processor was assigned for review and all documents has been received but as per FHA guideline this loan must be reviewed for a Home Retention option first and it might take up to 30 days for the review to be completed. FHA Loan modification denial letter was sent to me dated XX/XX/2016 due to " Insufficient Income-Ability to Repay. '' Since the loan modification process was denied, we then called Freedom Mortgage on XX/XX/XXXX, to request them to order an Interior Appraisal as there was no interior value for this property. After document review was completed, on XX/XX/2016 I have received an email from their XXXX XXXX stating appraisal has been ordered. I received a call from an appraiser for access on XX/XX/2016 and access was provided on XX/XX/2016 and the value was good through XXXX/XXXX/2016 the appraisal was completed successfully.
After several requests, we finally received a copy of the appraisal on XX/XX/2016. Then the value came back very high and freedom mortgage advised to dispute the value. The valuation dispute was submitted XX/XX/2016. On XX/XX/2016 the freedom mortgage XXXX XXXX sent an email stating Loan has been reviewed and determined sufficient value based on current as-is appraisal & AVM. Dispute the offer and supporting documents, the value dispute was denied out and the lender closed short sale process completely without a chance for the buyer to counter.
On XXXX/XXXX/2016 we reinitiated the file again for short sale by submitting fresh package with all updated financial good through 90 days, offer and lender package. Then I was advised by the servicer that FHA extended the value expiration and it expires in 6 months which is XX/XX/2016. So, I was advised by freedom mortgage that they will order a new appraisal once the current value expires. When we called in freedom mortgage on XX/XX/2016 to get an update on the short sale review and the status of appraisal order they are advising me that the file needs to go through Home Retention Water fall process again whereas it has not even been 7 months since it got denied for Home Retention option on XX/XX/2016. In regards to the appraisal order they are advising me that they do not know when it will be ordered and they are not giving me any clear update on the file. When requesting to speak with management, I was also denied. Freedom Mortgage representatives are even advising me to call FHA for any updates on this file whereas they are servicing this loan.
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| 11/19/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Closing on a mortgage
- Delays with the closing process
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Web |
Servicemember |
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In XX/XX/2022, my wife and I went into contract to purchase a home with an assumable VA Loan from the seller at 2.25 % APR. A closing date was set for the beginning of XX/XX/2022 due to necessity for the sellers and buyers with a clause that if closing was not met the transaction would be cancelled- a date that was 45 days from the initial contract signing. Initially Freedom Mortgage claimed that it would take 90-120 BUSINESS days to complete the processing of the assumption process even though both my wife and I had excellent credit and money on hand to pay all costs, down-payments. After a complaint from the XXXX XXXX XXXX and threats of legal action by the seller Freedom Mortgage was able to complete the entire processing in approximately 30 days, despite repeated delay tactics on the part of Freedom Mortgage. Due to our XXXX XXXX, my wife and I are being relocated and have signed a contract with another veteran to purchase our home with an assumption of the VA loan at 2.25 % APR. Again, a date was set from initial contract to closing of over 45 days to allow for processing. And once again, Freedom Mortgage is attempting to delay completion of processing by claiming they are short staffed. The buyers have provided all requested documentation to the loan processor and are being told it will take 60-90 days to review the application- even though all documentation was provided with more than 30 days to closing. Assumption loans are actually easier to process because there is no loan origination paperwork or requirements for things such as appraisals since the home and loan are already established and all that is necessary is to ensure the new buyer can take-over the loan with the remaining balance ( payments are fixed and amount of time left on loan is fixed ). However, for Freedom Mortgage a VA loan assumption is not as fiscally lucrative as selling a new loan at the current market rates of 7-8 % APR. A good proof of this is that as soon as we listed our home for sale Freedom Mortgage started calling us to advertise their services in providing a new home loan for our new location ( at market rates of course ) and promises to close in less than 30 days. Freedom Mortgage advertises itself as the number one provider of VA loans that is geared to providing quality service to veterans, yet, when it comes to the processing of VA loan assumptions ( perhaps one of the most important veteran benefits currently with high mortgage rates ), Freedom Mortgage engages in delay tactics and horrible communication to customers. The average time per XXXX to process a VA loan by ALL mortgage companies is 30-60 days. Freedom Mortgage needs to do better for their veteran customers.
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| 01/09/2024 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
- Trying to communicate with the company to fix an issue with the application process
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Web |
Older American, Servicemember |
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Please reference CFPB submission # XXXX for reference. As Freedom Mortgage provided CFPB false information to force closure of the complaint. Prior report will be included.
When CFPB previously communicated in reference to my demand for Successor in Interest status, they falsely stated the mortgage was both unrecognized and that no 3rd party authorization was in place. None of which are truthful. Freedom Mortgage did finally confirm Successor in Interest to myself, XXXX XXXX XXXX, however in name only.
Today I received mixed contradictory information in the form of two letters, both dated XX/XX/XXXX. One to my deceased spouse and one to myself. Deceased communication stated he ( the deceased of 1.5 yrs ) must have a confirmed Successor in Interest and an Assumption of the mortgage is required for a loss mitigation workout. In direct violation of federal law. The second, addressed to me, was an acknowledgement of Successor in Interest status. However, it essentially stated the status only bestowed the title and allowed me to receive notices and communication but does not include the federally defined Successor in Interest rights.
They purposely state that they maintain the right to foreclose, clearly included to intimidate me into assuming the mortgage. They are refusing to recognize my clear right to act as a federally defined " borrower '' for all purposes needed or that may arise. Demanding I assume the mortgage before allowing any loss mitigation, hardship or similar.
They have had my house insurance claim funds and are holding them illegally ( over $ XXXX ). My husband has been deceased for over a year and a half. Freedom Mortgage has caused significant undue hardship for my household. Their actions have caused financial harm and have resulted in breached contracts to vendors retained to replace my roof. This has resulted in XXXX XXXX as the reimbursement funds are needed for a XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, due to Freedom Mortgage withholding mine and my daughter 's funds ( daughter XXXX is 50 % deed holder also ).
I live in Florida and this significant delay and hardship may very well result in my home being uninhabitable, as a severe tropical storm is hitting me as I write this, and I have a roof with 60 % damage that will likely cause much more extensive damage then it currently has.
Freedom Mortgage was served first notice of my husband 's passing XX/XX/XXXX. It took them FIVE HUNDRED and TWENTY-SEVEN days to confirm my Successor in Interest status. That is an unconscionable amount of time. They have further been in receipt of all house insurance claim information needed since XXXX of XXXX.
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| 11/09/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
Older American |
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Please note this is NOT A DUPLICATE complaint. It is another complaint on Freedom Mortgage for different violations.
FM falsely and wrongfully reported me late on mortgage payments to the credit bureaus resulting in a denial of credit to refinance. See copy of email denial below.
" On XX/XX/2016, at XXXX, XXXX & lt ; XXXXXXXXXXXX & gt ; wrote : XXXX, Thank-you for your on line application. The information on the application meets the guideline we are required to send a loan estimate. See attachment # 1. Unfortunately we are not able to take your application at this time. Your loan is ineligible due to a 60 day late payment and a 90 day late payment reported on your credit report by Freedom Mortgage within the last 12 months. The 2nd attachment contains your credit score disclosure. On page 2 of the disclosure is information on obtaining a copy of your credit report. We are not able to provide you with any additional information regarding the reason or the status on the reported late payments. You will need to contact your mortgage servicer and discuss this information with them. The information is being reported by XXXX. Before XXXX would be able to proceed with an application there can be no mortgage late payments being reported within the last 12 months on your credit report. I am sorry we are not able to assist you at this time. Thank-you.
XXXX XXXX Mortgage Consultant XXXX # XXXX XXXX XXXX, MI XXXX XXXXXXXXXXXX Phone XXXX Fax XXXX '' FM has not posted payment on the correct dates and places and has not provided a mortgage balance after each payment is posted. The Monthly statements do not match the loan overview.
FM has violated the policy on your website for mortgage lenders to follow.
1. Servicers have to give you a written mortgage statement1 each billing cycle showing : What you owe on the current bill, and how much, if any, will be applied to principal, interest, and escrow. If your mortgage loan has multiple payment options, the statement must show whether the principal balance will increase, decrease, or stay the same for each option listed.
Payments made since the last statement How previous payments were applied Transaction activity ( including any fees or charges to your account ) 3. Promptly credit your payments.
Servicers have to give you credit for your full payments as of the day they come in. If you pay only part of what you owe, the servicer may hold your partial payment ( s ) in a special account. But, the servicer must tell you about this on your monthly statement. When that special account collects enough money to make a full payment of principal, interest, and any escrow, the servicer has to credit that payment to your account.
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| 03/18/2022 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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Company Name : Freedom Mortgage Website : https : //www.freedommortgage.com/ Phone Number : XXXX Loan Number : XXXX Name : XXXX XXXX XXXX Before I start I should say that the last customer service person I spoke with a week ago told me he sees issues like mine everyday and that Freedom Mortgage abuses Veterans.
I have been begging to get off Forbearance for over a year and a half. You can listen to my calls and Ive been kind and patient but have pleaded to get back to a standard payment.
In which time I have had 3 modifications presented to me and then retracted because they were wrong. I always have to wait 6 months to have it completed. I made payments and have no clue where those payments went. I am promised phone calls and return calls and they never happen. However in the mean time XXXX racking up interest. I have escalated to XXXX XXXX ( the XXXX ) twice and when I think I have found hope they quit calling. Each week I get a call from collections and no one has any clue whats going on with my loan. They each look and see that the escrow is wrong and my payment should be lower and all agree but nothing ever gets fixed. I finally modified last month for a {$2900.00} payment. When my XXXX payment was done they changed the payment to {$3900.00}. No one knows why as they can look in the system and see the escrow is wrong. Ive had people quote me rates that are wrong, Ive been asked to present a letter of credit from the day I closed which was over 2 years ago. They said they needed it for a VA audit. This has been the craziest saddest customer service experience issues ever and its obvious they want my house. They are forcing me into a payment that Ive said I cant afford. I paid the {$3900.00} last month to avoid a 30 day late but I cant keep doing that. Ive been in and out of XXXX for the last year and that on top of getting zero resolve on my mortgage is draining. There are customer service records on my from over a year and a half and every service person that reads my records stated thats no way to treat a Veteran and then adds they see this all the time. Can you please help me. Ive been patient, I send them what they ask, I have seen other companies on their medications work with fellow veterans I know and they made it so easy. Why is it taking me a year and a half. I have had two service people try to blame me for this because they refused to go back and see what all has transpired and the errors freedom mortgage made on my file and the two failed mod attempts where they messed up The escrow numbers. There is no reason to take my payment to {$3900.00}. Please please help me.
XXXX XXXX Phone : XXXX Address : XXXX XXXX XXXX XXXX XXXX Texas. XXXX
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| 07/19/2022 |
Yes |
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- Incorrect information on your report
- Account status incorrect
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Web |
Servicemember |
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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.
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| 07/18/2018 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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In XX/XX/XXXX, I was in an auto-accident and could not return to work until I was released by my doctors on XX/XX/XXXX. Due to these unforeseen circumstances, we have fallen behind with our mortgage payments. However, my husband has worked contiguously before and during this time ( and he is still employed ). I have requested a loan modification twice since XX/XX/XXXX. For the first loan modification request, the company claimed they mailed me a letter on XX/XX/XXXX asking for further information. I never received this request for the items listed in the XX/XX/XXXX letter. However, I continued to send other required/requested documents through XX/XX/XXXX. I never received a communication stating I was officially declined for my modification request -or- the language in their letters is very confusing, unclear, and/or does not explicitly express a declination.
I have replied to each of their requests via mail, e-mail, or fax. Please see the attached files.
I received a letter from XXXX XXXX XXXX, XXXX ( XXXX XXXX XXXX, UT ), dated XX/XX/XXXX stating my loan had been referred to their office and they were giving me notice pursuant to 15 USC 1692g. I immediately contacted the company and they claimed I was denied for my first loan modification due to the missing documentation. I have been working with the company ( not the attorney ) on a second loan modification request. I have emailed documents six ( 6 ) times for the second request and I call the company at least once a week, if not more, trying to understand what else they will need to consider my application a " complete loss mitigation package ''.
I continue to get varying answers and they are rarely straightforward. I feel as if I am being given " the runaround '' intentionally. I don't know where else to turn or what more I can do to save my home. I am trying every avenue with the company, but I continue to receive push-back. Additionally, some ( not all ) of the representatives have been unhelpful and borderline abusive when I contact them to confirm receipt of documents or with follow-up questions. The representative I spoke with today ( XX/XX/XXXX ) insinuated I had damaged my home or property during the loan mod. process. Everyday, brings more concern of a foreclosure occurring, because they still have not marked the application as " complete ''. It seems as if the company is doing this because of the increases in the housing market and they would rather resale than help us save our home, as a way to make a profit on our loss.
My husband is a Veteran, we are both in our XXXX and hoping we can save our home to enjoy during our retirement.
Thank you in advance for your assistance, CFPB.
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| 08/16/2023 |
Yes |
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- Trouble during payment process
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Web |
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I bought a farm in XXXX with my husband in 2009. After we moved from XXXX, my husband continued to work in XXXX and never made the transition to move over which was obviously what was originally intended as we were raising our XXXX young children. I learned later that my husband was having affairs since we all lived in XXXX and was continuing to do so while I raised our kids in XXXX. I filed for divorce once I learned of his infidelity but I could not afford the farm by myself. I did not have a job since I had just moved and I was taking care of our children by myself. I found jobs and found ways to stay afloat the best I could going in and out of the foreclosure process. I was at the farm for nearly 10 years and struggled the whole time. The property had gone into disrepair as I did not have any additional money. The market was bad and the property did not look good and so there was no way to sell it early on. I worked hard on the property for 3 years doing what I had to get it back into a state that would help it sell. I mowed, weed whacked, power washed, fixed fence, fixed garage doors, had siding put on a run-in, fixed XXXX waterers, painted rooms, got carpet put in where it needed it the most, trimmed trees, repaired electric fence and on and on. The property looked great when I finally put it on the market and the market had improved by that time. The property sold in the nick of time as I was in foreclosure proceedings once again. My neighbors could vouch for all the work I did over the years because they saw me working so hard.
When I applied for a mortgage through XXXX XXXXXXXX XXXX, a 3rd party originator, I was approved for a mortgage through XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Michigan. I was told that I would have to pay PMI for 10 years I believe which was an additional {$150.00} per month! I thought that was only for those who put less than 20 % down. I was putting more than half down! I was told that because my farm was in foreclosure proceedings that it was a requirement. They did not care about the circumstances whatsoever. Anyone in my position would have lost the farm to foreclosure and would not have the means to buy any house. So basically I am being punished for something that was out of my control. I did not know that I would be abandoned by my husband. He signed a 30 year mortgage with me yet I was the only one trying to stay on top of it. Most people told me to just walk away and start over. I had too much invested and felt I needed to work hard to get where I needed to be. It would have been much easier to walk away but that is not something I do. The mortgage has since be sold to Freedom Mortgage of XXXX XXXX, Florida.
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| 06/02/2021 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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We were offered a Covid Forebearance period of 6 months. After the forbearance period was over, we contacted Freedom Mortgage for reinstatement options. We were told that we were approved both by phone and US mail in XXXX for a " VA Disaster Cap and Extend Mod '' We started our three month TPP ( temporary payment plan ) in XXXX that would end in XXXX and at that point our permanent modification would be put into place. This the new monthly amount under the TPP was {$1000.00}. We paid {$1200.00} per month in XXXX, XXXX, XXXX, XXXX and now in XXXX. Fully satisfying the TPP. The first week of XXXX, I called and sent a message through the secure system to check the status of my permanent loan modification documents. I was told they were 30 days behind. At the end of XXXX, I called again and inquired again through the messaging center and was told " 7-10 business days '' your documents will be out to you ( with the explicit instructions about signing in front of a notary XXXX XXXX, the second week of XXXX I called, was told the same thing " We are behind getting the documents out but all is in order ''. I called again on XX/XX/XXXX, I was told the same thing but this time that I would be getting a status update from " XXXX '' my " single point of contact '' no later than XX/XX/XXXX. XX/XX/XXXX came and went, nothing. On XX/XX/XXXX I sent another message through the message center online and the response I got back was " It looks like some of the documents you sent were cut off or illegible and they are unacceptable we can not proceed '' What documents? The ONLY documents sent to them were the ones from XXXX that they MAILED to me and we signed and send back via XXXX overnight in the original form they were sent to us. Nothing was faxed, copied or replicated. This is all starting to seem like a stall tactic so that they can unjustly drag this out either to their benefit or to the tune of foreclosing on homes considering the inflated values of homes at the moment. Freedom Mortgage not only promised me over and over again that my loan mod docs would be to me " any time now '' *actual promises and congratulatory joy-pull the phone calls* and now they are literally ignoring me and making up complete fabrications about documents being " Cut off and unacceptable '' We even made a point at the beginning of XXXX to call XXXX once our XXXX was sent to them to confirm they were received, completed correctly and in our file. We were guaranteed that this was all set and that we had NOTHING more to do than to make the TPP payments and wait on our permanent loan mods docs in XXXX. It is now XXXX and we are no closer to our modification and moving forward.
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| 01/23/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Freedom Mortgage is reporting a payment as late on my credit report. In this circumstance, they do not allow 24/7 payments to be made. Therefore this payment was not 30 days late by choice, but by the fact that their system, because there was a holiday following the last day of the month, did not allow any online or phone payments to be made. This was actually due to a payment shortage of {$30.00} that prevented any part of this payment from being applied to my account, and outstanding payment. In observance of the fact that you did not have any available payments methods available to correct this shortage 24/7, we made multiple attempts to do this online but your system would fail to process it, and there were no phone representatives available, and your automated system would not take the payment either, even when trying to pay a full months payment extra to resolve a {$37.00} shortage. This payment shortage was due to you changing the mortgage payment amount twice within a 60 day period. Our escrow portion of our payment increased by {$5.00} one month, and then by {$37.00} the following month. On the next business day that your system was available to process this payment it was made in full, and the following months payment was made on the same day as well. No phone calls were made to point out the shortage in the payment that was made. The payments were on an autopay, but the increase in escrow was not notified in advance of the payment increase, and this was the first payment after the increase in payment. Also, the previous payment amount which was {$37.00} short, made on time, was not credited in the amount paid when received which was a violation. It was held in an unaccounted for account, but not applied to principal or interest or escrow etc. Also since your business had no ability to accept a payment on day 30 or 31, then the following business day that you would accept payments was when our shortage was corrected. This does not constitue a 30 day late, if there is no way to make a payment the day before the payment is late due to your business being closed for a holiday. See attached image where your system was unable to take a payment due to a holiday. Also, the following months payment could not be due on XX/XX/XXXX when that was a holiday, and your offices for also processing and receiving payments are closed with no method to post or initiate a payment. Also, our escrow account was negative due to a shortage from over 12 months prior, that they failed to average out, or to ask to be paid to put our account on pace to maintain our payment. See the statement where payment was sent in, but not applied at all to account.
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| 01/28/2023 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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Started the process of coming out of forbearance due to XXXX in XX/XX/XXXX then our mortgage was sold to Freedom Mortgage. Freedom mortgage said they would continue where our previous mortgage left off with forbearance. They said they were sending paperwork for loan modifications. Never did. Then finally in late XXXX almost XXXX they asked for documents. We faxed all the documents in to them. We even talked to a representative to make sure we sent the correct paperwork. Then months later we received a notice they didn't receive everything. This was the beginning of lies. So we again sent them. This time they suggested we emailed. So we spent hours scanning and then emailed them. We waited. Months went by and nothing. Said they were reviewing. Then come to find out they said we were missing documents. Another lie. Then they said they weren't current enough. Another way to procrastinate this process. Meanwhile rates are sky rocketing. How convenient. Frustrated again we call them and ask to speak to someone higher up. They told me exactly what I needed to send. I got everything I needed. We scanned for hours yet again and before I emailed them I emailed the previous freedom mortgage employee I had talked to to make sure they were all correct. She refused to email me back. So I sent them! This was now in XXXX of XXXX. Nearly a year later playing this game with them. We then get a letter saying " paperwork incomplete ''. I was furious!! I called and they said it was in underwriting. I then get another notice saying it was complete. Go figure ... after I filed a XXXX in XXXX. XXXX comes and we receive a packet of paperwork that needs to be notarized. We get a call from a company that was hired by Freedom to notarize our paperwork. We make an appointment. We ask the notary about the dates and she says " oh don't worry about that they know it's coming and appointments have been tough ''. I almost feel like a huge weight is lifted. That was short lived when I received a letter two days later saying we will be rejected because they didn't get it in exactly XXXX calendar days. I was yet again, furious and devastated. Called Freedom and was told " oh I always tell people to get their own notary '' I was just in awe and shocked. I almost fell apart. Why offer us a notary?? To hope we get rejected? Now we are told we will most likely be rejected and need to start the ENTIRE PROCESS AGAIN!! It has been XXXX months of pure XXXX and has effected our mental health greatly. This business is unethical and will do whatever they can to steal from you. I have read reviews and this is happening to hundreds and maybe thousands of people. Please help.
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| 11/29/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I closed on my home on XX/XX/XXXX with Freedom Mortgage Company and flood insurance was approved at {$140000.00}. The policy cost was {$1500.00} and this amount was disclosed on our Closing Disclosure form. The issue occurred when I received a form letter in the middle of XX/XX/XXXX asking for a copy of my flood insurance policy. It was a form letter, which felt like a scam because the website was not related to Freedom Mortgage. The website asked for personal information and it made me feel uncomfortable providing the information. I called Freedom Mortgage 's customer service to confirm this letter was genuine and asked why they needed a copy of my flood insurance policy. I was told the flood insurance coverage on my home was insufficient and needed to increase the coverage amount to {$250000.00}. This was contrary to the information I received prior to my closing only 5 months ago. I asked for the exact information for the flood insurance increase to be provided in writing, however Freedom Mortgage stated they were unable to give any letter in writing and the form letter was all they could provide. In essence Freedom Mortgage was forcing me to pay more money for my flood insurance, however I was not provided any personalized guidelines. The customer service was not very helpful and I have increased my coverage and can only hope it is sufficient. If I do not increase the coverage by mid XX/XX/XXXX they will purchase and flood insurance policy on my behalf. Freedom Mortgage was unable to give me an exact date when they need the increased policy completed by. Given the lack of information provided to me, I requested a manager. I was unable to be connected directly to a manager and put in a request for a manager to call me back within 24-48 hours. After my first call that occurred on or about XX/XX/XXXX I received no call back. I called again on the morning of XX/XX/XXXX and again I have not received a call back. In the meantime, I have increased my flood insurance policy and am awaiting the updated binder from my insurance company. However, given the lack of communication and guidance from Freedom Mortgage I have no idea if it is even correct. I can only hope it will be sufficient prior when I submit it to Freedom Mortgage so they will not purchase a flood insurance policy on my behalf. The updated policy cost me an additional {$310.00} this year, however it will be more when I need to update the policy for XX/XX/XXXX-XX/XX/XXXX. I feel at closing I was not properly disclosed and this feels like a bait and switch from Freedom Mortgage. The money is not incredible taxing but I wish I had this information prior to purchasing the home.
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| 03/24/2017 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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Freedom Mortgage misappropriated a refund check from our insurance company to our escrow account to our principal. This was done even though we sent the check with a letter stating exactly where the money was to be placed. They gave us the language to use in the letter. This error was not realized until there was an escrow analysis done and we were notified that we had an escrow shortage. There was no way to access our escrow account on line and we were unable to see the running balance. We contacted Freedom Mortgage and they said they would investigate. Without contacting us they transferred money from our principal to the escrow account. This was an issue as they did not apply it to the escrow shortage account, therefore we were still showing an escrow shortage. This issue took 10 phone calls and 20 hours. We are still paying money to this shortage and we are not convinced that there is an actual shortage because they have not provided evidence. We asked to have our PMI removed and were told we needed to have an appraisal. We have paid for the appraisal from their providerand submitted to Freedom Mortgage. When we call customer service they say that we were approved to have PMI removed from our account on XX/XX/2017. We have received no notification from freedom mortgage. We paid the PMI for XX/XX/XXXX as it was still indicated on our bill. If we did not pay it would be denied as an insufficient payment. Our XX/XX/XXXX mortgage payment still indicates the payment required for PMI and we are still paying the escrow shortage!!!!!!. We have called every day and we are told that they are emailing the escrow department. There is no one to speak to. You can either get a very sympathetic customer service representative who tells you that they are sorry and they know that this is wrong, or you get someone who is very rude. If you ask to speak to a supervisor they put you on the phone with a deescalation member who is not a supervisor. There is no accountability with this company they give empty promises of sending e mails to the department that can help you and than you never hear back. We asked to pay our own taxes and insurance an we were told since our PMI cancellation was approved we were being released from that obligation. When we called to ask why our bill still has us paying taxes and insurance to escrow we are told they may want to wait a few months to make a payment in XX/XX/XXXX? We never speak to a bank official we only speak to customer service representatives who have no definitive answers. This company is a predatory lender they use smoke and mirrors to misappropriate funds and they are not servicing my loan appropriately.
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| 09/16/2017 |
Yes |
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- Trouble during payment process
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Web |
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This is a complaint against Freedom Mortgage for unfair, inhuman, predatory business practices.
I have a mortgage account with Freedom Mortgage, loan number XXXX. I have always been paying my mortgage well in advance. I have already paid my mortgage for XXXX and on XXXX XXXX I have decided to pay another {$8000.00} for XXXX, XXXX and partial XXXX XXXX see attached ). The {$8000.00} was transferred from my XXXX XXXX account on Monday, XXXX XXXX to Freedom Mortgage. 2 days later, on Wednesday XXXX XXXX, Freedom Mortgage tried to withdraw another {$8000.00} from my checking account making my account to be overdrawn. I have called Freedom Mortgage customer service and asked them stop trying to withdraw another {$8000.00} from my XXXX checking account as I have already paid the {$8000.00} I wanted to pay for XXXX, XXXX and partial XXXX. The Freedom Mortgage customer service representative assured me that I shouldnt worry, they are not going to try to withdraw the {$8000.00} again from my account, which I believed and left the matter. But on Friday, XXXX XXXX, when my salary came into my checking account, Freedom Mortgage did another withdrawal of {$8000.00} from my checking account, taking all my salary and living me with {$0.00} on my checking account. I have immediately called Freedom Mortgage, spoke with XXXX XXXX manager, who told me that the only way they can refund me {$8000.00} if I send an official proof of payment from XXXX printed on a letter headed paper. XXXX branches open at XXXX, so that morning ( XXXX XXXX ) I have immediately went to a XXXX branch in XXXX XXXX, spoke with Assistant Branch Manager XXXX XXXX, and asked for help. He told me that they usually dont issue such proof of payments, but he was kind enough to call Freedom Mortgage to sort out the problem. Freedom Mortgage kept him on the line for 2 hours, from XXXX XXXX till XXXX XXXX, after which he prepared me the proof of payment on letter headed paper Freedom Mortgage requested ( see attached ). From the branch I headed to my office to scan and email and fax this proof of payment to Freedom Mortgage, XXXX XXXX. Later that day, XXXX XXXX sent me an email claiming that Freedom Mortgage has refunded the {$8000.00} but until today, Saturday, XXXX XXXX, the money is not yet on my account.
Freedom Mortgage has caused serious hardship to me and my family by taking all our money from our checking account and leaving us with nothing. We did not owe Freedom Mortgage, has always paid our mortgage in advance, so this was an act of unfair, inhuman and predatory business practice on behalf of Freedom Mortgage. Kindly investigate this matter and take appropriate actions.
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| 10/05/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
Older American, Servicemember |
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I originally submitted a complaint with the CFPB and the mortgage company responded.
Freedom Mortgage took over 5 months to close my STREAMLINE refinance ; that complaint has been addressed. However, now after closing my loan with them I am still experiencing issues as follows ; The company did finally close my loan on XX/XX/1920 but did not transfer my existing escrow account to the new loan in the amount of {$3300.00}. Instead, they told me that it would be refunded to me and they charged a year of taxes and two months of escrow on the settlement statement. In addition, they did not deduct my last payment from the payoff either which was {$1500.00}. Therefore, my loan amount was increased on the new Streamline loan from the original amount quoted making the difference in my new payment of the streamline mortgage negligible. ..hardly worth the frustration of the FIVE months they took to complete the refinance. NOW, no matter how many times I have called in to their escalation department and email XXXX XXXX XXXX, regional loan supervisor with copies to XXXX XXXX loan supervisor, AND XXXX XXXX XXXX the address has not been corrected to my mailing address. The settlement check was sent to the property address instead of the mailing address IN ADDITION, I have not received the refund from my escrows or the XXXX payment which was not deducted from the payoff. I was advised by the escalation department in one of my four calls that the unused escrow amount totaled {$3300.00} and the XXXX payment was {$1500.00}. Today I called in again and before the transfer was dropped to the escalation department, the Freedom agent told me that the escrow check would NOT be received because it was applied to the new loan. That is NOT legal and it was not applied at settlement. Lenders can not close a loan and then collect AGAIN for escrows which will now exceed the aggregate adjustment on the settlement statement. I continue to email Freedom management they pass it off to the escalation department and nothing is correctly accomplished. Finally, on their site I was able to see that they charged me a fee in the amount of {$80.00} on XX/XX/20 ; I was not advised of this fee and do not know why it is posting. The customer service agent on the call today XX/XX/20 could not explain the fee.
I need immediate help in this matter in order to obtain my a. escrow balance b. previous mortgage payment that was not deducted from the payoff.
c. explanation and or recovery of the {$80.00} fee dated XXXX XXXX and finally a form so that I can set up ACH DEBITS for mortgage payments which is impossible to locate on their website.
PLEASE HELP WITH THIS MATTER.
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| 11/01/2023 |
Yes |
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- Trouble during payment process
- Escrow, taxes, or insurance
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Web |
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In XX/XX/2020, I informed Freedom Mortgage ( Freedom ) of an Annual Fee that should be included/paid out of my Escrow Account. This is an approximately {$750.00} annual fee for the water/sewage pipe that connects to the county pipeline. Failure to pay this fee subjects the property to liens. Section 3 of the Deed in XXXX governs the Funds for Escrow Items. This section clearly reflects : a sum ( the Funds_ to provide for payment of amounts due for ( a ) tax and assessments and other items which can attain priority over this Security Instrument as a lien or encumbrance on the property, ( b ) leasehold payments or ground rents on the Property, if any ; ( c ) premiums for any and all insurance required by Lender under Section 5 ; and ( d ) Mortgage Insurance premiums to be paid by XXXX XXXX XXXX XXXX or the monthly charge by the Secretary instead of the monthly Mortgage Insurance Premiums. These items are called Escrow Items. This expressed language in the Deed of Trust clearly includes this annual fee.
XXXX consistently fails to include this annual fee in my escrow analysis and to timely pay this annual fee claiming it is a utility bill or ground rent. I consistently explained to XXXX this is not a utility bill, tax bill, or ground rent because water and sewage is paid to XXXX monthly and taxes are paid semi-annually to XXXX XXXX XXXX. After going back and forth with XXXX, it eventually paid the fee after it had accrued late fees as well as collection fees. Freedom employees have claimed that they will note my account to have the escrow analysis updated to include this fee. However, the recent analysis fails to reflect this adjustment just like the previous years! I also requested XXXX employees send me the written determinations concerning this issue. To date, I have not received any written communication why XXXX refuses to timely make these payments or to include them in the escrow analysis. I believe that XXXX is engaged in negligent servicing of my loan that is in violation of 12 CFR 1024.17 ( c ) ( 4 ) that has caused damages, including a consistently deficient escrow account and increased fees due to collection fees, late fees, and interest.
It is important to note that XXXX makes it difficult for borrowers to address these issues by ending its customer service email account and directing borrowers to fax in documents for their accounts. Furthermore, XXXX fails to respond to any requests to provide documentation of its alleged determinations that this fee should not be paid out of the escrow account. This is my last attempt to address this matter before I have to legal action against XXXX for negligent servicing.
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| 03/12/2018 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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On XX/XX/XXXX, I was received a letter from Freedom Mortgage stating that I was past due on my mortgage. I thought this to be some kind of mistake since I have the payments set up on auto-pay through my bank in. When I spoke to the representative, XXXX # XXXX, he explained that our mortgage payment had increased and as a result, the amount that I had auto-payed through my bank was short by {$50.00}. XXXX told me that since the payment was not in the full amount that the payment was put aside in an unassigned account until the full payment was made. He explained that the account went 30 days with out the payment ( even though they had my money ) and was then reported to the credit agencies.
On XX/XX/XXXX, I wrote an email to Freedom Mortgage to request a reversal of the credit report made when they failed to apply our loan payment to our mortgage.
At no time was I aware that the full payment had not been made. Freedom Mortgage never attempted to call and explain that I was short ( {$50.00} short on a nearly {$3000.00} payment ) on the payment. And instead of applying my payment to my account, they held the money in an unidentified account, not associated with my mortgage.
I checked my bank statement and saw that the payment was made on time ( XXXX.
XXXX ) and XXXX confirmed that they received the payment but since it was not in the full amount that the money never was applied to my loan. I can provide the statements to verify this if needed.
I immediately paid the balance, including the late fee and additional {$50.00} for XXXX XXXX payment ( {$190.00} ), and explained that the XXXX auto-payment was already pending as per our bank.
We have never been late on a payment and we had no intention of being late on this payment. I have the bank statements that show the funds had been paid on time, less the {$50.00} increase and the representative confirmed that the payment was made on time, only short the escrow increase.We have been late or missed a payment with this company in five years!
I emailed the company, as directed by XXXX # XXXX, and requested a reversal of the credit report but have not had a response. I called back on two separate occasions ( XXXX, spoke to XXXX # XXXX and XXXX, spoke to XXXX # XXXX ) and was told that there was no one to talk to about the credit report dispute and that I would never have anyone to speak directly to about this problem. I could only wait for the customer care center to respond to my email request.
I was told by the representative, XXXX, to contact the CFPB for help with Freedom Mortgage 's credit reporting practices and failures to apply mortgage payments to the loans.
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| 09/24/2022 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
Servicemember |
|
My Name is XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, South Carolina XXXX Freedom Mortgage Company - VA Loan # XXXX House purchased in XX/XX/XXXX.
XXXX - Covid-19 Forbearance started.
XXXX - Covid-19 Forbearance extended.
XXXX - Approved for Covid-19 Refund Modification XXXX - Received 2nd approval for Covid-19 Refund Modification XXXX - Loan Modification documents were executed.
XXXX - Executed Loan Modification documents uploaded to my account by Freedom Mortgage.
The reason for the gap in time from approval for the Covid-19 Refund Modification and the signing of the documents is because Freedom Mortgage kept spelling my wife 's name incorrectly. It took 5 months and five separate sets of documents for them to spell her name correctly in the body and on all signature lines, despite having the title to the property in their possession and receiving several emails and phone calls telling them how to spell her name.
As of today 's date, XX/XX/XXXX, our loan is still listed as in loss mitigation. I was told that it normally takes two weeks for a loan modification to be entered into the system and the account to be updated. I understand that due to Covid-19 the volume of modifications, foreclosures have increased significantly while the staff numbers have gone down, so two weeks would have been a miracle, but four months to update our account. During the time our documents were being created and created and created, I received a default notice. After the execution of the documents, I again received a default notice. I am sure my credit is being affected.
I have called repeatedly. I have emailed repeatedly. I have been told that my case will be escalated. I have been promised return phone calls. Yet, my account is still in loss mitigation. Calls do not get returned. Escalation never goes anywhere. No one nowhere can tell me anything.
Now all of this is interfering with my ability to obtain an equity investment in my property for a remodel project and upgrades to the property. All the equity company is waiting for is either a letter stating that my mortgage is current or an actual mortgage statement. However, I can not obtain either ... .. Freedom Mortgage can not write a letter stating that my mortgage is current, because it is in loss mitigation, but they can not tell me why it is still in loss mitigation when we have executed a loan modification. And I can not provide a current statement to the equity company, because the current statement shows I am in arrears for funds that would part of the modification. It has become a vicious vicious circle that is affecting my family negatively. I just want it fixed.
|
| 01/13/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
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Web |
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My name is XXXX XXXX. My Freedom Mortgage loan ID is XXXX.
Since XX/XX/XXXX I have been having ongoing issues with my Freedom Mortgage account. After a few months of going back and forth, we finally came to the conclusion that an escrow analysis was not done since our loan modification and I was overpaying for my mortgage each month from XX/XX/XXXX to XX/XX/XXXX.
After multiple agents told me not to pay the full amount of the mortgage due ( {$1500.00} ) and just to pay the previous amount ( {$1200.00} ), Freedom Mortgage reported me to the credit bureau, against the advice given. I was advised in XX/XX/XXXX by two agents that Freedom Mortgage would contact the bureau to correct this because of the discrepancy in my mortgage and the going back and forth to try to figure out the correct payment.
On XX/XX/XXXX I spoke to two agents at Freedom Mortgage XXXX and XXXX who both advised that I send proof of this negatively impacting my credit score to the email address XXXX and they would fix it. I did this and never heard anything back.
On XX/XX/XXXX I paid a lump sum of {$4300.00} even though I was advised AGAIN to wait until the escrow analysis is complete to ensure that I do not continue to overpay ; however, I did not do that to be sure that it does not also negatively impact my credit score.
Here is an outline of the calls and agents I spoke with, if you can PLEASE pull the calls and listen to the multiple agents advising me to not pay the full payments due : XX/XX/XXXX -- Rep XXXX Partial payment advised of {$1200.00} actual should have been {$1500.00} XX/XX/XXXX -- Rep XXXX Partial payment advised of {$1200.00} actual should have been {$1500.00} XX/XX/XXXX - Rep XXXX Partial payment advised of {$1200.00} actual should have been {$1500.00} ( this is the month I was reported to the credit bureau after multiple agents told us to make this payment and DID NOT advise that what I was doing would negatively impact my credit, at this point I was unaware that what I was doing was not best practice and I should have never been advised to make partial payments ) XX/XX/XXXX - Rep XXXX Payment made {$1500.00} XX/XX/XXXX lump sum payment made of {$4300.00} I truly appreciate any and all help you can give me regarding the credit bureau and getting that removed from my credit report. My next step is to receive legal counsel and have a lawyer request the calls to review them if no one can help me after a year of my credit being torn down. At this point, my wife and I are trying to move as our family is expanding and due to my credit being significantly impacted, we are unable to do anything.
Sincerely, XXXX XXXX XXXX
|
| 12/23/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
I am currently into month thirty on making the WRONG calculated payment that I should be paying on my 30 year term mortgage ... Recently I was informed that Freedom mortgage was willing to help by increasing my term up to a 40 year term only to save me {$100.00}. Realize that this was after a 2 year miscalculation on my payments from the original lenders that caused this entire mortgage to snowball on me. I was in the process of resolving the issue by paying back the ESCROW SHORTAGE that this caused me when I refinanced from these amateurs. And then at this time it was supposed to be reviewed and adjusted in my favor to get a reduction on my mortgage ... It has now come to terms to seek some kind of help on this entire hardship that is causing me Including all documents and HUD copies to be reviewed. At this time I have no choice rather than to take this bogus offer only so I can afford to continue to fight this matter. Or I may even just pay the taxes only personally to my county to make this matter kick in by getting worse to prove what a missed tax payment from so called Authorized, Professional resources can cause ... I mean how hard can it be to review a scam that took place practically in my hometown approx 30 months ago?? Could both my Girlfriend and I mistakenly misunderstood the closing agent who acted as a notary public on the evening of XXXX XXXX and stated to us that " this cashier 's check for the amount {$2400.00} is going to your county so you KNOW that you have piece of mind knowing that your 1st quarter taxes are paid. '' And we thanked her. XXXX also stated to me that, to make sure to follow up because she did not really know the company that sent her to my home to sign the HUD and she was ONLY working as a notary public on that evening in early XXXX XXXX ... .I actually did call my township and the clerk stated to me that there was a check and they were waiting on the bank code where to place it? At this time I thought everything was fine, and 5 months after that I just starting receiving all kinds of delinquent notices ... ... ..I mean how much more can I prove to you people who ever you even are because I am getting sick and tired of everyone not being a man enough to stand up to me face to face or one on one to at least discuss or resolve this issue because next XXXX XXXX I am going to be on this stupid computer cell phone technology modern science trying to communicate over such a simple matter. Or at least say to me : look XXXX XXXX I am not reading the HUD properly or I was suppose to rush down to my county clerk to start my NEW escrow account. Somebody has to take a look at these facts.
|
| 07/05/2016 |
Yes |
|
- Loan modification,collection,foreclosure
|
|
Web |
Servicemember |
|
I had been working with XXXX XXXX XXXX for almost a year to apply for a loss mitigation on a VA guaranteed loan. I feel behind three payments because of a family medical emergency. I called XXXX to report that I had to travel from a foreign country to USA to attend to my mother 's XXXX. I did not know that I needed to make a payment arrangement. When I returned to the foreign country I forwarded XXXX {$900.00} through bill pay directly from my checking account on XXXX XXXX XXXX and {$3500.00} on XXXX XXXX XXXX and both were returned. I received a letter indicating that I needed to pay {$4200.00} to bring my mortgage current. I sent a check for that amount on XXXX XXXX XXXX and it was returned because it was not a certified check. I called XXXX on XXXX XXXX XXXX and was informed that I would have to pay {$5200.00} to bring my loan current I did not have that amount therefore, I requested a repayment plan and was told to submit a loss mitigation package. I submitted my XXXX loss mitigation package on XXXX XXXX XXXX, the XXXX one on XXXX XXXX, the XXXX one on XXXX XXXX and the XXXX one on XXXX XXXX XXXX. With each submission, I was told that they were incomplete however ; each letter requested the same information. The fourth application was accepted. I called XXXX and spoke to XXXX ( XXXX ) on XXXX XXXX XXXX and she informed that my application had been received and it was under review however, the loan was being transferred to Freedom Mortgage Corporation with an effective date of XXXX XXXX XXXX. XXXX informed me that since I had submitted a loss mitigation package and assigned a relationship counselor my loan and loss mitigation would be transferred and I would be assigned a relationship counselor with Freedom Mortgage Corporation. I called XXXX on XXXX XXXX XXXX and XXXX informed me that loans from XXXX would not be on board until the following week. On XXXX XXXX on a call to Freedom, I was informed that my loss mitigation package was not transferred and a relationship counselor would not be assigned to me. In addition, if I could not bring my mortgage current I would have to submit a new loss mitigation package. I received that package from Freedom XX/XX/XXXX with information that stated that I would have to make monthly payment until I received some information on my loss mitigation package. I forwarded XXXX XXXX XXXX 's a copy of my XXXX, my VA Letter and my husband VA letter via email on XX/XX/XXXX and submitted my completed application on XXXX XXXX XXXX. I called Freedom Mortgage Corporation on XXXX XXXX to check the status of my loss mitigation package and told that my house was sold in a foreclosure.
|
| 10/16/2019 |
Yes |
|
- Trouble during payment process
|
|
Web |
|
|
I recently refinanced my mortgage through XXXX XXXX XXXX. Prior to a payment being made to XXXX, my loan was sold to Freedom Mortgage Company. Although this should have been a seamless process, as I did not request nor initiate the sale, it has not been. After the first payment was made to Freedom mortgage in the amount of {$3100.00}, I received a letter in the mail stating that an escrow analysis was performed on my escrow account and a shortage was unveiled in the amount of ~ {$800.00}. After further review with Freedom Mortgage, the shortage was associated with missing homeowners insurance information during the transfer of the loan from XXXX XXXX to Freedom Mortgage. As a result, there would be an increase in my mortgage payment to {$3200.00} to cover the lender paid insurance that Freedom Mortgage was to purchase on my behalf. However, I was assured by Freedom Mortgage, that if I was able to provide them with the missing information ( insurance binder showing an active policy as well as proof of payment for the yearly premium ), my monthly payment would not increase to reflect the lender paid homeowners insurance.
Following the guidance provided, I uploaded the required documents on XX/XX/19 and again on XX/XX/19 to XXXX XXXX XXXX using the PIN provided by Freedom Mortgage. I then requested a new escrow analysis to be performed on my escrow account to now include the following : A copy of the cleared check paid from XXXX XXXX XXXX directly to XXXX XXXX for the full amount of my annual homeowners insurance premium A copy of the XXXX XXXX XXXX binder showing my active insurance policy.
Despite providing the requested information, my monthly loan payment was still increased to the {$3200.00} amount. I spoke with Freedom Mortgages escrow department on XX/XX/19 to obtain the status of my new escrow analysis request and to my shock, my request had been denied! Given that the only reason for the increase was due to my missing insurance information and that information and proof of payment has now been provided, as well as over {$6000.00} was disbursed into the escrow/paid to the insurance company at the sale of the loan. Therefore, I am baffled as to the reason why I am not being afforded the opportunity to have a new analysis of my escrow account.
Attached to this submission, you will find : The final closing documents from XXXX XXXX ( Refi closed on XX/XX/19 and loan was sold to Freedom Mortgage XX/XX/2019 ) The original escrow analysis performed by Freedom Mortgage Mortgage statements Cleared check - Insurance premium payment to XXXX XXXX from XXXX XXXX County Taxes for the property Insurance Binder
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| 09/27/2023 |
Yes |
|
- Trouble during payment process
- Escrow, taxes, or insurance
|
|
Web |
Servicemember |
|
Hello. Over the summer of XXXX my loan service provider was switched from XXXX XXXX to Freedom Mortgage ( current provider ). This was done outside of my scope of control without my authorization ( since companies are allowed to buy/sell contracts ).
When Freedom Mortgage took over our account, they conducted an Escrow Assessment. They recognized that we had an excess escrow amount of {$3200.00}. This assessment was done prior to XX/XX/XXXX. We received an email from them around the end of XXXX notifying us of this payment due to excess escrow.
By law, the service provide must provide payment within 20 days from the date of the analysis ( as long as all mortgage payments are up to date ).
Fast forward to the XXXX of XXXX and my wife calls asking where our check was. They said they mailed it out on the XXXX and we still not receive it ( 3 weeks ). Freedom mortgage then said they would cancel that one and issue a new one. I then call on Monday XX/XX/XXXX asking the status of the second check. They informed me at that time they had no information about it being issued. But advised they could instead do an electronic funds transfer and that they would cancel the second check.
I called back the following day to check the status of the electronic funds transfer and after speaking with a manager I was told that the request was cancelled internally by their company. They not only cancelled the two checks, but they also cancelled sending my wife and me our money via electronic means. They stated they weren't allowed to distribute excess escrow via electronic transfer, even though another one of their reps explicitly told us the day before they could.
When I spoke to the manager she stated they would mail ANOTHER check, and it would take 5 days to process, then XXXX weeks to be delivered by mail. At this point it is extremely clear that the company is breaking the law and holding/withholding payment of excess escrow. This is governed by law and in now way did they attempt to rectify the situation in anyway. They told us we had no choice but to wait. We are past the 20 days and are about to past 30 days. They need to electronically transfer our money immediately. By law they can be sanctioned or face penalties for withholding money. This is not a good faith effort or attempt whatsoever and are delaying tactics designed to prevent disbursement as long as possible. Their reviews on XXXXXXXX XXXX, and many other websites attest to these fraudulent schemes that they consistently employ ( thousands of 1 star reviews ). It is sickening ( and extremely illegal ) how much they are taking advantage of Veterans!!!
|
| 08/25/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
|
|
Web |
|
|
I'm writing this letter to seek assistance regarding a recent unfair, and in my judgement, unlawful treatment I experienced at Freedom Mortgage.
I was referred to XXXX XXXX XXXX XXXX by one of XXXX XXXX XXXX. We met at a XXXX XXXX XXXX on XXXX XXXX, NY on XX/XX/2019.
XXXX XXXX glanced over our tax returns, pay stubs, bank statements, w-2 's, etc. He immediately, verbally, approved us for around XXXX without putting any information/ figures into his computer.
He stated he would send out our pre-qualification letter next day. He then told us what differentiated him from other big lenders was the ability to waive ALL fee 's associated with closing cost except state fee 's and taxes.
After a few months of house shopping we finally found the one. On XX/XX/2019 we met with our attorney and received an estimated closing cost of {$27000.00}.
On XX/XX/XXXX, we were in contract and reached out to XXXX to begin the mortgage process. We sent out all requested documentation. On XX/XX/2019 we received a closing cost worksheet, from XXXX, around {$27000.00} as we expected.
Through out the two months our mortgage was being worked on, XXXX disappeared. We were left in the dark. We were expecting a walk through during this whole mortgage process with updates as needed. We were consistently writing emails and texting to find out what was going on. It was very difficult to get a response and if we did, it was a one word answer.
Around mid XXXX we spoke with XXXX again double checking our closing cost fee 's. He reassured us it would definitely be a lot less than the {$27000.00}.
Now it's XX/XX/XXXX and we receive an email from XXXX about origination fee 's costing 1.529 % and we are locked at a rate of 4 %. We are due to close the XXXX of XXXX.
Our closing cost fee jumped from {$27000.00} to {$39000.00}. {$12000.00} more than we anticipated. This was very alarming. We referred back to our commitment letter and the origination fee to Freedom Mortgage was only {$1200.00}. This was a very distressing experience as first time home buyers.
It was never explained to us what locking a rate meant and when it was a best time to do so. It was never explained to us we would incur a {$10000.00} origination loan fee nine days before our closing date.
I feel XXXX had an moral obligation to disclose all fee 's up front. He robbed us from the opportunity to compare prices with other lenders, robbed us from the excitement of owning our first home, robbed us of our rights.
I did some research and I see there are laws in place to help protect consumers like myself against deceitful, untrustworthy mortgage officers.
|
| 07/26/2022 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
|
|
In XXXX of XXXX I went into forebearance with Freedom Mortgage. During the time I was in forbearance I was given information from Freedom Mortgage to apply for the XXXX XXXX assistance program. I applied for the program as soon as I received the information. I'm not sure of the exact date that I applied. My forbearance was due to end in XXXX and I still hadn't received an approval or denial from the XXXX XXXX assistance program. I explained this to Freedom Mortgage that I was waiting still waiting to hear from XXXX XXXX assistance. I was told about other options that I could do, but it wasn't explained that it would be one or the other. I was told that I had to accept the partial claim by a certain date. I wasn't aware that if I received the partial claim that I couldn't receive the XXXX XXXX assistance. I signed the papers on XX/XX/XXXX for the partial claim under the impression that if approved for the XXXX XXXX assistance it would pay the balance for me. I was approved for the XXXX XXXX assistance less than a month later after signing the papers. XXXX XXXX assistance sent a payment of XXXX, XXXX to Freedom Mortgage. This amount would have covered the XXXX, XXXX that I owed plus pay for an additional three months of my mortgage. I was then told by Freedom Mortgage that the money would have to be sent back because I had received the partial claim. I made my first payment in XX/XX/XXXX and my second payment in XX/XX/XXXX. I explained to Freedom Mortgage that if they had explained to me that I wouldn't be able to receive the XXXX XXXX assistance money if I accepted the partial claim I wouldn't have signed anything until I had received my approval or denial. I was told by more than one employee of Freedom Mortgage that there has been customers in my same situation and the modification was reversed. I spoke with several people at Freedom Mortgage and everyone of them told me something different. I was to that my situation would be sent to the escalation department to be reviewed. I was also instructed to send a message in the message center requesting that the money be held until the situation was handled. I did send a message requesting that the money be held. Instead the money was sent back anyway. Now I have a lien on my property that still puts me in a financial hardship. I contracted XXXX in XX/XX/XXXX and I haven't been able to return to work since due to health issues caused by XXXX. I have not missed a payment on my mortgage since I've been in my home. Now I'm in a situation beyond my control and I'm being penalized for it. Freedom Mortgage mislead me in this entire process.
|
| 02/10/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
|
I began the refinance process of my primary home FHA 30 year loan to a 20 year conventional loan with Freedom Mortgage on XX/XX/2021. Freedom Mortgage is my existing lender and has been my lender for almost five years. XXXX have been very responsive and provided information requested for the most part within 36 hours. I was out of town XX/XX/XXXX through XXXX. XXXX XXXX was the customer advocated assigned to my loan XX/XX/XXXX through XX/XX/XXXX. On the XXXX he told me everything was in order and I would hear from the scheduler around XX/XX/XXXX to select a closing date.
On XX/XX/XXXX, XXXX XXXX emailed she had been assigned as my customer advocate and she began requesting information that had already been provide. I had a telephone conversation with XXXX on XX/XX/XXXX. She told me I needed to pay closing costs because I had a second mortgage on the house. I told her I did not and had never had a second mortgage. I asked her why the terms were changing. She did not provide response. On XXXX, XXXX I requested a status update.
I called customer service and spoke to an escalation specialist on XXXX, XXXX. She listen to my run of the history and my expressed frustration regarding good information being provided. She told me my loan was being worked and hopefully it would close soon. On XX/XX/XXXX, I emailed the CEO requesting assistance and sharing my experience.
On XX/XX/XXXX I was sent documents to extend my locked rate until XXXX XXXX. I inquired about the date as it was a little more than a week. I was told it was anticipated my loan would close. On XXXX XXXX I was sent documents to extend my locked in rate to XXXX XXXX. On XX/XX/XXXX, I was called by XXXX XXXX. Today, I was called by XXXX who informed although it was previously determine an appraisal was not needed ; one is now being ordered. So, my loan will not proceed to closing until after the appraisal. I asked why now is an appraisal needed? She said she would have someone else call me because that is something she can not discuss.
We are just about at the 90 day mark. Freedom Mortgage has moved my loan to different teams at least 3 if not 4 times. I believe it is for the purpose of stalling and delaying closing. Delaying my reducing the interest of the existing loan that they profit. Interest rates have increased since XXXX. It is for this reason I have continued. I am not being treated fair and equitably by Freedom Mortgage. I have try to work within their existing structure to resolve the issues and have not been able. I am seeking advocacy and assistance in getting my loan to closing promptly as timely would have been in XXXX.
|
| 03/19/2016 |
Yes |
|
- Loan modification,collection,foreclosure
|
|
Web |
Servicemember |
|
I will try to explain, but so much has happened not sure where to start. This has been going on for 28mths just about. We have tried to do a loan modification and have been given the run around to the point we got behind and had to hire lawyers to help us and after the lawyer we were paying got suspended we have been left alone. We have contacted Freedom Mortgage since they got our loan back in XXXX XXXX from the previous lender which was XXXX. Since the lawyer we were left us high and dry in XXXX XXXX, we have been contacting Freedom, they keep giving us the run around. They said that we need to short-sale and if not they will give us 3 months to do a deed of liue and help us with relocation cost, we have wanted that in writing ... they keep saying that they have sent us a mitigation package and all that and to this day we have yet to receive it. I 'm sorry I forgot to mention this all started due to my husbands hours were cut and he had some medical bills that arose due to he had XXXX in XXXX and it looked like something had came back that caused us to apply to do a loan modification and it led to 28mths of fighting with mortgage company. So..after the told me to short-sale ... I went ahead and found a Realtor who put the house up ... she called them and they told her over the phone that the payoff was {$190000.00} and we had tittle company request it in writing ... we got an offer on the house while it was only on the marker for 7 days we were still waiting on the mortgage company to send the payoff..I have called them, had to leave a voicemail to a caseworker who never calls me back, left a message for a manager to call me and that has n't happened either ... we have a VA loan ... I do n't want to loose it, but how can I work with a mortgage company that is not working with me is almost as if they want to foreclosure.We do n't want that, we did not miss our payments on purpose, it was a life crisis that we ende dup in and went straight to the mortgage for help. Right now the people are waiting on our counter offer which we ca n't because Freedom has yet to send anything or return my calls. I 'm stressed, I just want to sale the house and move on, but the longer it takes the longer our credit is ruined. I want Freedom to help us and to do as they have said they will do. We ca n't loose our VA and we do n't want to foreclosure, we have tried to work with them and even have had an attorney email them to call him and they have n't even called him. All t his to me just does n't sound right and Im so scared that we wo n't have anywhere to go and no money to go anywhere. Please help us!! Please!
|
| 09/15/2020 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
Servicemember |
|
Freedom Mortgage acquired our home loan recently so after the transition process we received an email about refinancing. We decided to take advantage and replied to the email and seemingly started the process. We then received a call from a XXXX XXXX claiming to be a loan officer with Freedom Mortgage. Thinking that the reason for his call was associated with the email we received and answered, we proceeded to give him our information ( Social security #, etc ). I also have an email, sent from XXXX XXXX claiming telling me that he is our Loan Advisor. He said he would get back to us later on in the day but that never happened. My wife and I both called multiple times and sent a few emails requesting an update only to finally find out ( the next day ) that because we answered the original email offer to refinance, XXXX was unable to help us anymore So basically, like a used car salesman, he found out we had already started the process with the bank and just blatantly ignored us after that. This is very unprofessional in my opinion. Keep in mind, we were unaware that his call was unrelated to the original email sent from Freedom Mortgage.
From this point on, things go even more downhill and we realize how much of a disorganized, mess these people are to deal with. Multiple calls, multiple emails ( I lost track ), we still never had an actual loan advisor, the only person we have dealt with from this point is Mr. XXXX XXXX who thinks everything is going smoothly and that its okay for us to not have a direct person helping us with the process because hes certainly not. He also commented that my wife and I must not communicate properly even though we both work directly with each other, same company for the last 12 years.
So, we finally have the closing date but of course, this does not go smoothly either. A representative from the closing company ( XXXX XXXX XXXX ) calls me to reschedule the time from XXXX to XXXX, same day. We agreed, waited, and received a call at about XXXX from XXXX XXXX stating that his GPS is telling him hes about 30 minutes away. This was unacceptable and I told him to reschedule. We rescheduled for Friday XX/XX/XXXX, XXXX and literally the closing company Texts me at XXXX to tell me its been canceled by the lender.
After complaining again, we now have another individual dealing with this but its still going nowhere, we started this on XX/XX/2020 and it is now XX/XX/XXXX Id also like to reiterate that we did not reach out to Freedom Mortgage to refinance, the asked us.
I've attached the original email from them with our " Loan Advisor '' that didn't follow through ...
|
| 02/15/2017 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
|
|
Web |
|
|
Issues in this complaint : Improper handling of escrows Failure to pay property taxes timely Repeated provision of false information concerning the status of property tax payment Duplicate payment of property taxes with full knowledge that they had already been paid Failure to reimburse duplicate property tax payment timely Loss of earnings on retirement savings withdrawn to cover unpaid property taxes Details : Freedom Mortgage withdrew {$4900.00} from our escrow account for property taxes on XXXX XXXX, XXXX. We were scheduled to refinance on XXXX XXXX through XXXX XXXX and a few days before closing our banker informed us that the taxes had not been paid.
I called Freedom 3-4 times between XXXX XXXX and XXXX XXXX to follow up on the missing tax payment. I was repeatedly given false information that an individual check for our taxes had been sent to XXXX XXXX.
Our banker and the XXXX revenue department informed me that mortgage companies typically do not send individual checks for property taxes but rather bulk payments through a tax servicing company. On XXXX XXXX I requested an escalation from the Freedom call center and finally got confirmation that no check had been sent directly to XXXX XXXX. I was told that the tax processing servicer was XXXX but that they could not contact XXXX on my behalf but only open some kind of ticket with another Freedom department. The ultimate result of the " ticket '' was an email that repeated the false information that our taxes had been paid ( see attached ).
I contacted XXXX directly on XXXX XXXX. They were able to find our taxes in the bulk transmission from Freedom, and informed me that they did not intend to pay them before the end of the year. As a result, we were forced to withdraw money from retirement savings on XXXX XXXX in order to pay this unexpected expense and fund our new loan.
On XXXX XXXX I emailed proof that our property tax payment had cleared to XXXX and also notified Freedom ( see attached ). Despite having been provided timely notice and evidence that our property taxes had been paid, FreedomXXXX paid them again on XXXX XXXX. Freedom refused to reimburse our tax escrows at that time and said we would have to wait for XXXX XXXX to reimburse XXXX and XXXX to reimburse them. My understanding was that it should take about 4 weeks after XXXX XXXX issued a refund for us to receive our refund from Freedom. XXXX XXXX issued reimbursement on XXXX XXXX but our refund was not mailed to us by Freedom until XXXX XXXX, XXXX.
As a result of Freedom 's actions we have lost 4 months of earnings on nearly {$5000.00} in retirement savings.
|
| 09/08/2018 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
|
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This started in XX/XX/XXXX I lost my job. I started a temporary job making {$4.00} less per hour XX/XX/XXXX to XX/XX/XXXX. We were paying the current mortgage but were unable to catch up the two months we were behind. At that time we were one to two months behind on our mortgage. I called the Freedom Mortgage company in XX/XX/XXXX/XX/XX/XXXX and explained the current situation. They told me I should do a loss mitigation packet. Then in XX/XX/XXXX I hurt my XXXX and was unable to work and we started to get further behind.
I sent a packet myself with no assistance to them. They responded saying I needed to redo 4506-T. I complete the form with a customer service rep from Freedom Mortgage. I sent the mortgage company this for and my taxes from XXXX and XXXX, The mortgage company responded by sending me a new packet and the 4506-T form was still incorrect.
Freedom then sent a letter stating we needed to go to a HUD housing place to assist me with the loss mitigation. In XX/XX/XXXX made appointment with XXXX XXXX XXXX. They submitted the packet and the mortgage company continually asked for information we had already sent.
I requested a meeting with XXXX in XX/XX/XXXX. I was still getting notices from Freedom. I then received a letter hand delivered to my door trying to see if we live there but it was not stamped. XXXX suggested we do a whole new packet. I did not understand why that was needed. They had contacted Freedom but was unable to explain what was going on.
In XX/XX/XXXX we received a foreclosure from Freedom. I contacted Neighborhoodworks asking what we should do what was happening. He did not know and was also frustrated with Freedom. We asked to be referred to another agency.
I was referred to XXXX ( XXXX XXXX XXXX ). We sent another packet. The did respond saying 4506-T was incorrect and we need to send taxes XXXX, XXXX, XXXX. In XXXX to present Freedom has refused to accept our current mortgage payments. So as of today we are now behind six months. Additionally an individual who was from Freedom and wanted to take pictures and verify we lived at the house.
Freedom officially accepted the loss mitigation packet in XX/XX/XXXX. We were verbally informed that Freedom had made a decision and emailed it to us. The letter supposedly stated we would need to {$2300.00} per month to catch up. Our original mortgage payment {$890.00} including taxes and insurance.
As of today XX/XX/XXXX we have yet to receive anything from Freedom nor has XXXX. We believe they are trying to take our house. It is unclear why they will not continue taking payments while we work through this.
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| 02/24/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I have called numerous times about an error on my XXXX. The itemized page shows disbursements from my escrow account to pay my property taxes ( as it should ). The summary box on the first page states {$0.00} paid in property taxes, which is problematic. I've been reassured by various personal that my taxes have indeed been paid, but I need to complete my taxes and don't want to do so with out a corrected form.
Call 1 : Nice person, said the placed a ticket to get it fixed and I would receive a new one. Two weeks went by with no corrected form.
Call 2 : Said they couldn't find any ticket being placed so they placed a new one and it would be emailed to me within an hour of that phone call occurring.
Call 3 : The next day, no email so I call again. Their systems were down but the rep told me my mortgage had probably been transferred and I'm probably not even their customer. This was incredibly insulting. 1. Freedom Mortgage happily has accepted every single payment I've made to them so I sincerely hope that I am in fact their customer. 2. I'm not a XXXX, in fact I used to audit escrow forms so I believe that I'm slightly more educated on the mortgage servicing process than their average customer. I was incredulous that without operational systems the rep would assume I'm not even their customer. She never even let me finish explaining the full problem.
Call 4 : Trying again with a different rep who did apologize about the last person 's attitude, placed a ticket regarding the XXXX and I did get one emailed to me within a couple of days, within the promised timeline of that phone call. Except, IT WAS THE EXACT SAME FORM AND NOT A CORRECTED. XXXX!
Call 5 : Called back and said it's still wrong, they put in an escalation to the manager and suggested I proceed filing my taxes using the disbursement sum from the itemized page and that I should feel assured I would get a corrected one eventually. They placed a follow up to a manager to call me back as well.
Manager Voicemail : I was in a meeting so I received a voicemail telling me to call back XXXX.
Call 6 : I call back and ask for XXXX but am never transferred. This person puts in ANOTHER TICKET abut the XXXX and says I'll get a corrected one because they don't see any there open tickets. That was yesterday XX/XX/2018.
I'm at y wits end, there's clearly a systemic problem with that box on Freedom 's XXXX that's not being addressed. It's likely I'm not the only impacted customer as I highly doubt they are printing these individually. I want a corrected XXXX! It shouldn't take 7 calls from one customer to correct a bank error.
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| 12/03/2020 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
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XXXX I applied to refinance my existing mortgage on my property at XXXX XXXX XXXX XXXX NC XXXX. Adviced Freedom mortgage I was retiring on XXXX XX/XX/2020 I really needed to refinance my loan ASAP - they my information and later said they will be closing on the loan in XXXX or XXXX. XXXX Went so as XXXX contacted freedom mortgage they said th etitle company in North Carolina they are working with wants my wife on the loan - I told my wife will not be on the loan becasue she does not reside in the US and she does not plan to move to the US! they replied saying North Carolina law wife is mandated to be on the loan regardless she needs to send a power of attorney for me to sign for her - So she sent me the power of attorney I paid out of pocket - sent it to freedom mortagage and they said the title company wants it in a different format - so my wife sent another power of attorney I gave it to freedom mortgage and the title company - XXXX went by and freedommortgage said they need the original I told them all mail coming in from XXXX is blocked becasue of the COVID wont resume until XXXX - I requested to fnd another title company but instead they closed the loan and said they will have to restart everything - I filed 20 complaints with the company through the 6 month span with my loan office, customer service, loan officer supervisor and the manager of the refinance section, also filed a complaint with the their title company section, and the escalltion dept ..folks on the lower level said they understand my frustration but they dont make the final decision - desicion is made by their managers- they totally shut me off! Now Im pulling money from my savings to supplement paying the mortgage - may have to sell the home - this company needs to checked for fraud they had lied to me that they can not find another title company they also lied saying without the original power of attoney the loan can not be closed. All service members should be warned about freedom mortgage I told them last week if they dont provide a good explanation of why they cancelled my loan and not accepting the fax documents ( power of Attorney ), or waiver the original document, whyy they didnt find another title company - I will report their lack of accountability they pretty much screwed me over with this refinance wasted 5 months when I should have went with another lender!
I have email corerspondence - as for call in I beleive they deleted the historical records they cant find some of it - I probably called in more than 20 times I lost alot of money from my saving and these people dont seem to care!
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| 01/20/2016 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
Servicemember |
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Freedom Mortgage ( LOAN # XXXX ) told me that my escrow was short by {$3700.00} which I paid over the phone. I submitted my XXXX Veterans Property Exemption ( {$120000.00} ) prior to the property taxes being due, which also lowered my monthly mortgage payment. This mortgage company received the corrected tax bill of {$2300.00} and paid the old bill of {$3000.00} ( overpaid by {$700.00} ) because no one verified the bill even though they knew that I had been approved for the tax exemption XXXX XXXX Veteran ). I made the XX/XX/XXXX payment of {$1200.00} and I received letters that my mortgage payment for XX/XX/XXXX was short by {$300.00}, even though I made the full payment and have receipts for a full payment. This company continued to send me delinquency notices and stated in a letter that they turned me into the credit bureaus. After disputing that I did n't owe the additional amount and they discovered that the error was on their part, they send me a letter stating that they would adjust my account. I received another statement today ( XXXX XXXX 2016 ) and my account has not been adjusted. They send me a letter stating that I was in default of my loan. I have done my own research on this company and have found that they have done this same thing to other customers. This company continues to send erroneous collection letters to me and other customers stating that they are behind in their loan payments and that they are in default. I paid {$3700.00} and received an exemption of {$120000.00}, they overpaid my property taxes by {$700.00}, how would I owe anything????? Please make this company correct their error and send updates to my account to me and correct the erroneous credit reporting that they provided to the credit agencies. I have owned my home for 7 years and have never been late. I filed a complaint with the CA Dept of Business Oversight ( complaint # that my payment can now be lowered monthly to {$1300.00}. I was also informed that I would be due a refund of about {$1200.00}. As soon as the assessor made their corrections to the new lower property tax bill, I faxed to your office for your company to make the corrections. Each time I speak to someone in their company, they act like they do n't know what I am talking about. I have send letters and emails to this company demanding that they correct their mistake, it is damaging my credit Please make them refund the additional monies that they sent out to the XXXX Tax Assessors Office so that I may receive my refund. Their mistake has caused me financial hardship, because they made me pay money that I did n't owe.
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| 08/18/2022 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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On XX/XX/XXXX contaced XXXX, went into a Foreberance program with Freedom Mortgage under the Covid Care Act. Once this ended we did a Modification and was approved in XX/XX/XXXX, documents arrived to our home a notary came we signed and notorized and sent back to Freedom Mortgage. We began our payments and noticed statements that were mailed were not updated. My wife called to find out the problem, she was told it would be corrected. After several calls regarding the situation we were advised that they were behind in inputting data in their system. Not until XX/XX/XXXX after numerous calls a reprsentative took the time to investigate the problem. Turns out the docs we signed and notorized had the incorrect principal and interest therefore it never recoreded. Since this was Freedoms Mortgage error I asked for them to send the correct docs so we could be done with this. After severl months of calling for updates and not receiving updated docs we were informed we had to go through the modification process again. So we did, I received an approval letter for interest of 3.125 percent and I called to confirm that i accept, it was recorded and we began our new monthly payment. We received docs via XXXX XXXX opened them and my wife noticed the cover letter was dated XX/XX/XXXX with the incorrect docs enclosed. I called Freedom Mortgage to adivse them of another errror on their part. Once again i was told the correct docs would arrive as they put me on priority notice. We to this date have not received the docs with the interest rate of 3.125 that i aggreed on. In the mean time after several calls we were informed that too much time had passed and we would have to go throught the process for the thrid time. I said that was not acceptible and i want the interest of 3.125 and modification that i agreed to.
A reprsentative from Freedom Mortgage adivsed us to go through it agian for paper procdure so we will not go into Foreclosure. I wanted them to note that i agreed on the Letter dated XX/XX/XXXX of what i confirmed to accept with the 3.125 interest and due to Freedoms inability to process this on a timely mannor is not fault of mine, as the rest of this situation. I feel presurred becuase the new lettere i rececived on XX/XX/XXXX stated the new interest is 3.625 and we have to answer by XX/XX/XXXX. This company has failed to do there proper process and i have totally complied with all that they asked of me. I feel railroaded and i want this to be know and for someone to listen to me.
thank you for your time XXXX XXXX XXXX ( XXXX ) XXXX Freeedom Mortgage Loan Numberf is XXXX
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| 12/15/2021 |
Yes |
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- Trouble during payment process
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Web |
Older American |
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Freedom Mortgage claims that I was late on a contractually due payment of {$1400.00} on XX/XX/XXXX. I did not have a loan with Freedom Mortgage in XX/XX/XXXX. My loan was sold from XXXX XXXX to Freedom Mortgage in XX/XX/XXXX. The XXXX Loan was not contractually due XX/XX/XXXX in the amount of {$1400.00}. The loan was in forbearance. XXXX XXXX inaccurately reported that the XX/XX/XXXX payment as late. The attached letter confirms that XXXX XXXX corrected the inaccurate reporting. However, Freedom Mortgage FAILED to follow-up to find out if the reporting had been corrected even after I informed Freedom Mortgage multiple times that the information was incorrect and provided documentation.
I made a payment of {$1200.00}, in good faith, on XX/XX/XXXX after receiving directions to pay the amount from a Freedom Mortgage agent based on a new loan modification which would be forwarded to me. I was told the new loan was due starting XX/XX/XXXX. I never received the loan documents. I requested the loan modification documents more that 20 times and never received them.
Six months later, Freedom Mortgage finally sent me completely new loan modification documents with a payment of {$1100.00} starting on XX/XX/XXXX. I have requested that Freedom Mortgage apply the XX/XX/XXXX mortgage payment of {$1200.00} to the new mortgage payment of {$1100.00} due XX/XX/XXXX. The balance of {$110.00} will be applied to my escrow account.
The {$1200.00} ( unapplied/suspense payment as Freedom Mortgage labeled it ) is now being held based on inaccurate information that I was delinquent on a payment due in XXXX before Freedom Mortgage owned the mortgage. At first Freedom Mortgage claimed the payment was delinquent on XXXX, XXXX now they have stated the payment was due XX/XX/XXXX. I have asked for proof and received none.
Freedom Mortgage is refusing to apply the XX/XX/XXXX mortgage payment of {$1200.00} to the new mortgage payment of {$1100.00} due XX/XX/XXXX, and the balance of {$110.00} applied to my escrow account.
I have spoke to five supervisors and none have resolved the issues. All answers have been generic and incorrect on their internal message board.
This is one of many issues I have encountered with Freedom Mortgage. They never contacted me 30 days before the end of my forbearance to start the loan modification process. I contacted them before them time and time again to start the loan modification process. I have detailed documentation for all my allegations.
The federal government should not allow a debt collector such as Freedom Mortgage to own any federals home loans.
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| 06/28/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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|
Web |
Older American |
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In XXXX, XXXX, my husband and I paid off our mortgage to Freedom Mortgage. XX/XX/XXXX, we began getting letters and phone calls from Freedom Mortgage ( here after called FM ) stating our payment was late and we would be charged a late fee. I called them and talked to XXXX at FM. She stated our payment had been misapplied and she would apply our payment to the payoff of our mortgage. It did not happen. I talked to XXXX on XXXX/XXXX/XXXX, XXXX on XXXX/XXXX/XXXX, XXXX on XXXX/XXXX/XXXX, XXXX XXXX and XXXX on XXXX/XXXX/XXXX. All stated the payment we made would be applied to the final amount due on our mortgage. It never happened. In the meantime, we received another bill, doubling the amount due and it also included a fine for a late payment. XX/XX/XXXX we began receiving eviction notices. On XXXX XXXX, XXXX, my husband sent a certified check to FM. XXXX said the reason our first check was cashed and put into a funds held account instead of being applied to the principal was because it was not a certified check. She said it was illegal for them to take a personal check for the last payment. So we sent the certified check. That bill included unpaid principal, late fees, accrued interest, and a statement fee. We paid it all because they told us to, then they would reimburse us. They also assured us none of this would effect our credit score. It did. They reported us to FICO and said we had missed a payment. XXXX from FM assured me it was XXXX mistake, they had not reported that ( she said XXXX had done that to her personally several times ). On XXXX/XXXX/XXXX I was advised by XXXX to contact their customer care department by email. I did so. They do not correspond by email. I received a letter in the mail stating we would hear from them in 30 days. We did not. I wrote them 3 times, the last time I received the same letter on XXXX/XXXX/XXXX stating we would hear from them in 30 days. We have not. On XXXX/XXXX/XXXX I talked to XXXX from XXXX. She did a conference call with FM. After a long wait, XXXX came back on and stated yes, we had been reported. And yes, it was incorrect. XXXX asked if she could remove the item, and XXXX said no, she did not have the authority to say that. Thankfully, XXXX contacted her supervisor and they did remove the complaint. I have included several names of people we talked to at FM. But there were many more XXXX XXXX XXXX, XXXX, XXXX, XXXX, just to name a few. We tried to resolve this issue many times with Freedom Mortgage. Each time getting a different answer, sometimes rude, sometimes hanging up on us, sometimes kind but ignorant answers.
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| 02/26/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I previously advised that I am disputing the fees assessed to reinstate this loan and I am requesting a full and complete break down of the itemized fees listed in the Reinstatement Quote, to include but not limited to the Expense Advances, Late Charges, and Foreclosure Expenses. Additionally, a RESPA Qualified Written Request ( QWR ) has been mailed to Freedom Mortgage, XXXX XXXX XXXX, XXXX, IN XXXX. Freedom Mortgage has continuously added unnecessary and absorbent fees to this account. On a recorded call to your loss mitigation department on XX/XX/XXXX, XXXX ( ID # XXXX ) and requested a supervisor to discuss the account. As of today, that supervisor XXXX has yet to call me back. The same day, per my online account, you added another {$100.00} fee with no justification or explanation for what this fee is for as well as another {$15.00} property inspection fee with no valid proof or need for this fee. Additionally, considering Freedom Mortgage received an electronic payment of {$1100.00} on XX/XX/XXXX that has not been returned ( as shown in the attachment below ) your assertion above regarding the amounts due is automatically flawed. To start, this is an FHA loan and I have been unjustly denied a loan modification after requesting one through the servicer and am in the process of filling a complaint regarding this. Per 12 C.F.R. 1024.41, servicer are restricted from continuing the foreclosure process if the homeowner is working on securing a loan modification or other alternative to foreclosure. Per their letter dated on XX/XX/XXXX, your review was not closed until well after the time period prescribed by the dual tracking provisions in the law. Additionally, Freedom Mortgage XXXX XXXX was CCd on a prior email to Freedom Mortgages Loss Mitigation department in which he forwarded to XXXX XXXX for response on XX/XX/XXXX. On the same day, I responded to her email and CCd Mr . XXXX a copy of the email in which the documents that Freedom Mortgage asserted was not received and never received her response or further contact. Finally, and most importantly, I believe they are violation of O.C.G.A. 9-13-140. In which the lender must properly advertise the foreclosure sale once a week for a period of four weeks immediately preceding the date of the sale in the legal organ of the county where the property is located. I am only seeing ONE advertisement in XXXX XXXX XXXX XXXX Report dated XX/XX/XXXX, which is LESS than four weeks prior to the sale date of XX/XX/XXXX. Additionally, I have requested the egregious fees to be removed. Freedom Mortgage has not responded.
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| 01/11/2018 |
Yes |
- Debt collection
- Mortgage debt
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- False statements or representation
- Attempted to collect wrong amount
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|
Web |
Older American, Servicemember |
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Date XX/XX/XXXXRE: Providing debtor with false information and theft of debtors money.Freedom Mortgage CorporationXXXX XXXX XXXXXXXX, IN XXXXAccount Number Dear Sir or Ma'am:On XX/XX/XXXX, I sent you a letter disputing the debt and requested that you validate the amount owed in accord with the Fair Debt Collections Practices Act and the Rosenthal Fair Debt Collections Act.Your response letter dated XX/XX/XXXX (attached) failed to validate the debt. You claim I owe XXXX, yet your own records fail to prove that. Reporting a false amount is a violation of 15 USC 1692e(807)(2)(A), The false representation of, the character, amount or legal status of any debt.For a detailed report go to XXXXOn XX/XX/XXXX, you received another money order from me in the amount of $XXXX, yet you listed it in my account as $XXXX dollars. Another clear and unmistakable violation of 15 USC 1692e et seq. You are stealing my money.For a detailed report go to XXXXI herein continue my dispute of the reported amount I allegedly owe and request you properly validate the debt by furnishing me with all relevant and required documentation. Based on your owe records I owe $XXXX less any minor fees, which will be mailed out to you by priority mail. All monies received from me by Freedom Mortgage has been in the form of certified funds;Specifically; United States Postal Money OrdersBased on your own records (attached), you are attempting to collect additional monies that are not authorized by the agreement that created the debt.Specifically; $XXXXPer your own records;1. XX/XX/XXXX, was paid in full on XX/XX/XXXX.2. On XX/XX/XXXX, you show a disbursement of $XXXX and XXXX respectively, That was the $XXXX you received from the creditor, XXXX XXXX wherein I had mistakenly sent it to them. The $XXXX listed on the account was also forwarded by XXXX XXXX to you. I have emails from XXXX XXXX confirming this.On XX/XX/XXXX you received a payment from me in the amount of $XXXX and another payment from me in the amount of $XXXX on XX/XX/XXXX, despite your attempt to show it as only $XXXX dollars.$XXXX+$XXXX+$XXXX+$XXXX = $XXXXAs my XX/XX/XXXX payment was for $XXXX the XX/XX/XXXX payment was paid leaving a balance of $XXXX to be applied toward XX/XX/XXXX payment.That leaves $XXXX owed for XX/XX/XXXX. Which means, to clear out XX/XX/XXXX and XX/XX/XXXX payments, I need to send you $XXXX less any minor fees.The above referenced amount due (XXXX) less any minor fees was mail to you via priority mail on Friday XX/XX/XXXX. You should get it by Monday XX/XX/XXXX, so no penalty can be attached to XXXX payment.
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| 06/20/2017 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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Both and my insurance company have been talking to multiple people in customer service departments in Freedom Mortgage for the past week just to get them to send the check from MY ESCROW account to the insurance company for XXXX XXXX XXXX XXXX XXXX. The original check dated XX/XX/XXXX, was stopped pay ( as it never arrived at XXXX XXXX ) with a guarantee it would be resent same day on XX/XX/XXXX and overnighted. By XXXX XXXX on XX/XX/XXXX when the check still had not arrived.
I called Freedom Mortgage to get the XXXX tracking number. After being bounced around for an hour I was told there was no tracking number, the check had not been sent it was just cut as a result of my call and would be sent out in the am XX/XX/XXXX for overnight delivery. I called on XX/XX/XXXX and told that the checks from XX/XX/XXXX & XX/XX/XXXX were cancelled as the system rejected the checks due too many checks being written from the escrow account. The service agent said they would overwrite the system and issue a new check which would be sent on XX/XX/XXXX. I advised the service person that I needed the check sent on XX/XX/XXXX as I was currently not covered for XXXX XXXX XXXX and the insurance had now lapsed since XX/XX/XXXX due to their errors. I asked that they overwrite the system get upper management approval to issue and send the check same day. After an hour of being sent back and forth and waiting for a manager to take the call the service agent got on the line and said I could no longer tie her line up and hung up on me. I called in later and got a different agent who said he would get the check sent today and provide me with the XXXX tracking number. The agent called at XXXX XXXX and advised he could n't get the check sent and that he would guarantee it to be sent tomorrow am he would follow-up with a call to me with the XXXX tracking number if it could n't be sent he would guarantee they would wire it to my insurance company. He also guaranteed that my house would be covered if any damage occurred from the storm currently in the XXXX headed for the gulf coast. He said he would issue this guarantee in writing via email before he left this evening. I have no XXXX XXXX XXXX coverage and there is a storm in the XXXX. The minute that storm gets named if my insurance company has n't received the check, I will not be covered for said storm. I expressed this over and over to customer service Freedom Mortgage to no avail not only did they not care, they did nothing to push the check out tonight for immediate overnight to the insurance company.
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| 02/22/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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Around the XXXX of XXXX, 2020, I was contacted by XXXX XXXX ( Senior Loan Consultant ; NMLS # XXXX ) from my current mortgage holder, Freedom Mortgage ( Corp NMLS # XXXX XXXX. This was in regards to a possible refinance of my existing home loan with them. I compiled the requested documents and signed a loan application. In early XXXX, I received a letter in the mail that the first application had been withdrawn although I never gave permission or was contacted before this was done. When I contacted XXXX, he assured me nothing was wrong but that I needed to fill out a second loan application and the details would stay the same. After XX/XX/XXXX, we never heard from XXXX XXXX again or about the status of the second loan application. In early XXXX, I was contacted by Freedom Mortgage about our loan application and that it had stalled. The Freedom Mortgage phone representative said they needed a few more documents and would email what Freedom Mortgage needed, but that person never contacted or followed up with me. On XX/XX/XXXX, I called Freedom Mortage to inquired about the status of the second loan application and issues with communication. I was put in touch with XXXX XXXX ( NMLS # XXXX ). After going over the situation, he said we could move forward. XXXX said I would need to resubmit all the data, start a new loan application, and rerun my credit score. I did not want to rerun my credit score because of the previous issues were on Freedom Mortgages end, but assured me that it was okay. I resubmitted the required documents, agreed to the second credit pull, but I did not sign the third loan application as my wife 's name was wrong on the form and I had some further questions before signing. I emailed XXXX XXXX my concerns. I followed up with emails on XX/XX/XXXX, XXXX, and XX/XX/XXXX and several phone calls and voice messages that went unanswered and unreturned. On XX/XX/XXXX, I contacted Freedom Mortgage again and requested to speak with XXXX supervisor. I explained my issues for the past 2+ months and that I had not be contacted about my previous two loan applications and I wanted more information before signing a third application. The supervisor said he would contact me ASAP to figure everything out. As of XX/XX/XXXX, I have still not been contacted by Freedom Mortgage about anything. My complaint is in regards to the requests to fill out multiple loan applications, not communicating the status of my loan applications ( approved or denied ), the second credit pull, and overall poor communication regarding the status and process of the refinancing.
|
| 07/03/2018 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Public record information inaccurate
|
|
Web |
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I recently received a certified letter containing a Notice to Occupant of Pending Acquisition from XXXX XXXX XXXX. I do not reside in the property. This is the only document that I have received over the last year informing me of this matter with the exception of the legal foreclosure documents filed with XXXX County in XXXX of 2017. I have made multiple attempt to contact Freedom Mortgage and have made multiple attempts to retrieve information from Freedom Mortgage in order to clear my name of this outstanding debt. Over the last year, I have talked to multiple Customer Service Representatives and have had to explain this story over and over again. I have been denied multiple requests to talk to an individual in management. I have been given multiple different stories/ scenarios about my liability and my association to the loan attached to this property. According to the Fair Credit Reporting Act : I have the right to be notified if any financial institution submits, or plans to submit, negative information to a credit reporting agency.
Additionally, I have been told that I would receive phone calls from Management at Freedom Mortgage, have been assigned multiple single points of contact, and still have not been able to get a straight answer or any type of assistance in this matter. Freedom Mortgage has denied my request to have all documents associated with this loan/ property sent to me and the customer service representative indicated that this wasnt possible and in similar situations that other spouse didnt worry about situations similar to this.
Freedom Mortgage has failed to keep me informed and has acted in a negligent manner. Due to this negligence and failure to provide me with documentation about the status of the loan over the last year outside of the Foreclosure Notice, I am requesting that all they remove all negative reports to my credit status immediately. Additionally, after months of attempts to contact Freedom Mortgage to retrieve this information and talk to a representative that could provide me with accurate information I have been falsely informed by several Customer Care Representative employed with Freedom Mortgage indicating that I should not be held accountable for the loan. Freedom Mortgage may be considered a major financial institution should be held accountable for unfair practices, miss informing customers, and refusing to keep accountable parties informed. Due to Freedom Mortgages negligence in this matter my reputation has also been damaged. Freedom Mortgages performance deficiency has caused additional damage.
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| 07/12/2023 |
Yes |
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Web |
Servicemember |
|
I am writing to file a formal complaint against Freedom Mortgage regarding significant delays and lack of transparency in the escrow process for the sale of our property. As consumers, my wife and I have encountered numerous issues that have resulted in prolonged and unnecessary delays, causing undue stress and financial burden.
To provide a detailed account of the events, we entered into escrow to sell our house on XX/XX/2023. A seller credit addendum was subsequently added on XX/XX/2023. Our file was submitted for underwriting on XX/XX/2023, and the buyers were granted conditional approval on XX/XX/2023. In a timely manner, the buyers promptly provided the requested proof of funds documentation on the same day, which was acknowledged by the company both verbally over the phone. Additionally i submitted the documentation requested of me the next day on XX/XX/2023.
However, despite fulfilling all necessary requirements promptly, we have experienced a lack of communication and a dearth of information regarding the status and progression of the escrow process. When we inquired about the expected timeline to completion one week after conditional approval, we were informed that it could take an additional three weeks to attain final approval, extending the anticipated completion date to XX/XX/2023. Regrettably, it has now been 92 days since we entered escrow, and there is still no projected timeline for completion.
Furthermore, we have been subjected to the inconvenience of repeatedly submitting third-party authorization forms for one of the buyers and our real estate agent. Despite our repeated efforts, it appears that the company has failed to maintain proper documentation, resulting in unnecessary delays and disruptions in the process.
We believe that these ongoing issues are not only unprofessional but also potentially detrimental to the overall success of the transaction. The lack of transparency, failure to adhere to promised timelines, and repeated requests for information previously provided raise concerns about the company 's commitment to customer service and adherence to regulatory standards.
Therefore, we kindly request the Consumer Financial Protection Bureau to intervene and investigate this matter thoroughly. Our primary objectives are to ensure a fair and timely resolution to the escrow process, obtain clearer communication regarding the status of our transaction, and prevent other consumers from experiencing similar hardships and frustrations in their own financial endeavors.
Thank you for your attention to this matter.
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| 02/05/2024 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
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- Applying for a mortgage or refinancing an existing mortgage
- Confusing or misleading advertising or marketing
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Web |
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Freedom Mortgage is currently my mortgage lender and I am writing to formally file a complaint against them, specifically regarding the handling of my Home Equity Line of Credit ( HELOC ) inquiry by Mortgage Loan Officer XXXX XXXX. I believe that I have been provided with misleading information, which has led to unnecessary financial expenses ( {$580.00} upfront fee ) and an unsatisfactory customer experience.
On XX/XX/scrub>XXXX XXXX XXXX I initiated contact with Freedom Mortgage to inquire about a HELOC. XXXX XXXX promptly responded, expressing the need for a phone call to discuss the details. Due to a busy training schedule, I informed him that I would be available after XXXX XXXX and inquired about the information needed to access the equity in my home.
After a conversation with XXXX XXXX on XX/XX/year>, I proceeded with the application process, under the impression that I was applying for a HELOC. It was only on XX/XX/year>, that I discovered, through a conversation with a friend and a subsequent inquiry, that Freedom Mortgage does not offer HELOCs. This information was not communicated to me earlier in the process.
I am deeply concerned about the lack of transparency in this matter. XXXX XXXX did not disclose the unavailability of HELOCs until almost two weeks after my initial request, despite repeated communication. This delay resulted in wasted time, money spent on an upfront fee for a service Freedom Mortgage does not provide, and an unnecessary inquiry on my credit report.
Furthermore, I expressed my preference for a HELOC due to personal circumstances, and XXXX XXXX did not properly inform me about the available options. Instead, he continued to pressure me to proceed with a different product ( refinance ) without a thorough explanation of the terms and implications. A refinance does help me but puts me an a worse position ( unfavorable terms then what I currently have ). The HELOC made the most sense to just take a small amount at a higher rate instead of refinancing the entire amount at a higher rate.
As a customer in the midst of a divorce, I trusted that the Mortgage Loan Officer would guide me through the process with my best interests in mind. Unfortunately, this has not been the case, and I feel misled and dissatisfied with the service received from Freedom Mortgage.
I request a thorough investigation into this matter and appropriate action to rectify the financial and credit-related consequences I have faced due to the misinformation provided by XXXX XXXX.
Thank you for your prompt attention to this matter.
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| 04/04/2022 |
Yes |
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Web |
Servicemember |
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In my divorce proceeding my ex-husband was awarded the property granted he was able remove me from the loan. I was required by Freedom Mortgage to provide a quit claim deed before they would begin the process. XX/XX/XXXX a Quit Claim was filed wit XXXX XXXX Recorders. From the months of XXXX and XXXX Freedom Mortgage provided Promissory Note documents with errors five times to my ex-husband XXXX XXXX reportedly five times. Finally end of XXXX documents were approved. I was required to provide 2 separate notaries for the initial quit claim deed as there were error on the notary document provided by Freedom Mortgage. XX/XX/XXXX The Veteran 's Administration release me from the loan, documentation was provided to Freedom Mortgage on XX/XX/XXXX. Once the Promissory Note was approved the Assumption documents were prepared. Again requiring several attempts to provide XXXX with correct documents. XX/XX/XXXX both XXXX and I signed separately, the Assumption documents with a Notary and returned overnight to Freedom Mortgage. Freedom Mortgage notarized the documents on XX/XX/XXXX. I spoke with XXXX in the Assumption department who confirmed I was removed from the loan and proceeded to remove my access to the Freedom Mortgage loan portal stating I was not longer on the loan. As of today XX/XX/XXXX I am still legally responsible for this loan per XXXX, XXXX and XXXX. All have denied my disputes, I have spoken to Freedom Mortgage weekly since XXXX of XXXX. I have filed a minimum of 4 escalation complaints and currently working with manager XXXX XXXX and have file 3 escalation complaints with her. All conversations have been recorded by Freedom Mortgage as well as emails via the customer portal providing documentation in a timely manner. I have spent {XXXX} in legal fees due to this situation trying to protect myself due to false information and inaccurate information from customer service, had to fly from North Dakota to XXXX California to appear in court over the matter of the quit clam deed and loss of ownership of property prior to being released form legal financial responsibility. As well as time off work and the emotional stress and anguish. My credit has been held captive by Freedom Mortgage.as of today, XX/XX/XXXX I have confirmed via online service and phone call with XXXX at XXXX that no documents, no Assumption, Promissory Note have been received at the XXXX XXXX Recorder office to remove me from financial responsibility. Also XXXX and again XXXX Freedom Mortgage reported negatively on my credit even while protected under COVID Forbearance.
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| 04/15/2022 |
Yes |
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- Trouble during payment process
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Web |
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To whom it may concern, I have been going back and forth with Freedom Mortgage for several months about my account. In XXXX of XXXX I did a remodification of my loan. My first payment as I understood was to be XX/XX/XXXX. In the amount of XXXX. I made that payment a few months later you contacted me and told me I was behind. I was told by your reps I made the payment to early and they had accidentally put it into an unapplied funds account. The monies as you will see were put in there, then taken out and put back in again. Each time different amounts for whatever reasons. Each time I talk to you I am told, we're sorry this will be expedited and fixed. It has been put on my credit report several times then removed. I have gotten at least XXXX calls a week from you for almost an entire year, yet it is still not fixed.
On XX/XX/XXXX I spoke with rep # XXXX. She told me as of XXXX XXXX my payment went up to XXXX. This was the first time I had heard this, yet I had just spoke to a rep there the previous week. She told me I needed to pay XXXX to make up for XXXX XXXX and XXXX of this year. I have already paid out for these 3 months a total of XXXX. Somehow your saying for the 3 months my mortgage increased it cost me XXXX? Now that makes no sense at all.
When I asked why my payment went up almost XXXX. She said it was due to my insurance rate increasing. Well it did go up an additional XXXX plus dollars. But that equals only an XXXX amount increase each month.
I would like and am demanding copies of the internal banking/ funds I have paid and when and where they have been applied. I have been told on XXXX separate occasions that a XXXX would reach out to me. Not once has XXXX and it is going on a year now.
It seems to me someone didn't update my file correctly, accidents do happen and we only see what was entered into the system. If it's entered wrong, hence we see it that way.
The remode cost me XXXX added to my loan. Now it's right back to the same payment it was before the remode was even done! Seems I was charged the XXXX but the remode never really was completed properly, now my credit is ruined and I owe you more money than I should.
According to the RESPA act I have the right to all of these records. There was a severe error made on my account and I would appreciate it actually really be expedited as I've been told.
I look forward to hearing from someone who can look into this from the very beginning, not look at a computer screen that had the wrong information put into it.
I will be forwarding a copy of this letter to HUD also.
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| 10/11/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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In XXXX of 2020 I r
equested to apply for a refinance on my mortgage with Freedom Mortgage. They warned it may take several months to hear back from them because they were overwhelmed with all the requests they were getting. In XXXX I received my monthly bill and noticed a charge of {$470.00} was put on my account. When I called to inquire about this I was told because I was filing bankruptcy that they attached a fee. When I assured them I was not filing bankruptcy then I had them verify that I was at the time, two months ahead on the house payment. The representative tried to find out why a simple request to apply for a refinance would now have me showing Bankruptcy, She spoke with a few people and they were perplexed as to why that had shown up. They told me to ignore it. They would have it removed. I still had not heard from anyone about refinancing.
Late XXXX I requested someone call me to refinance. NO call back.
XXXX I went on line and applied to refinance only to be told a representative would call me. NO call back. Yet the {$470.00} fee still remained on my account.
XXXX, I decided to go through another company. I closed on the refinancing with no problems. I closed on that loan in XXXX. Freedom Mortgage included the {$470.00} fee in the pay off.
I called Freedom Mortgage to get a refund of my escrow funds and inquired about the fee. They told me they would look into it and if I was eligible they would refund that.
XXXX I received the escrow check minus the {$470.00} they had charged me.
I called Freedom Mortgage and got a really rude sales representative that refused to help me and said I had to speak with the refinance department and the person I was working with. I NEVER worked with anyone because instead of calling me to get the refinance started they just marked my file as being in bankruptcy. Thank goodness I stay on top of my credit or this could have ruined me and my ability to get refinanced I want the {$470.00} back that they charged me. I was never in bankruptcy and even the last sales representative that was so rude to me, said that that was happening a lot. Instead of helping people with refinancing they were marking the accounts with bankruptcy. In fact she had just had another incidence. This lady couldnt/wouldnt help me because I could not get her to understand I never made it to speak with a refinancing expert because they would not call me back.
I want the {$470.00} back that they charged me. This is insane that they have this power to charge you for something like this and I can't get anything back.
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| 01/06/2016 |
Yes |
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- Settlement process and costs
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Web |
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I had to make a decision to get my house refinanced due to the unexpected death of my mother 3 months ago. Freedom Mortgage has been my mortgage company for 3 years since I have bought my house and I am finding out the hard way that this is the worst company ever to gone through especially with the state of mind I am at right now. My mother dying 3 months ago forcefully made me have to get my house refinanced to help me out financially because I would had not refinanced my house with just 3 years of being in it. It is been over 3 months now and all I am doing is a consolidation loan not an overly large amount either ... today I am still waiting ... ..the stress of the company because of thier incompetence has almost put me into the hospital. I am still grieving my mom and having to deal with this for over 3 months to be approved because people do not know what they are doing is unacceptable and unprofessional. I was told yesterday my funds would be released again thinking this is finally over with and I just found out they are not. So here again I have to call Freedom Mortgage again and deal with them. This has been a very bad nightmare for me on top of me losing my mom. I have had XXXX aunts that started the same time I did with XXXX XXXX and they have been approved and already received thier funds and closed on their houses. Here it is 3 months and I am still waiting. I would have went somewhere else but I had already invested months of my time into them and was told my file was going back for review going back for review and everything was ok and then something else came back then come to find the underwriter did n't know what she was doing and nobody is on the same page either. I have not talked to XXXX different people since this has started. I finally got approved a couple of weeks ago, which from anyone I talk too even the notary that came to my house said nobody should have to wait 3 months to get thier house refinanced. As if today because an error again on someone 's part from Freedom Mortgage I still have not had my funds released to me to pay off my lenders, which I was told 24 hours and now it will not be 24 hours. I need to bring the company to someone 's attention due to thier negliegence, incompetence and unprofessionalism on thier part. The only reason I even went with them is because they have been my mortgage company for the last 3 years ... ..big big mistake!!!! If you have the opportunity to go through another company do it! I do n't want anyone else to have to go through emotionally what they have put me through!
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| 10/19/2023 |
Yes |
- Debt collection
- I do not know
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- Took or threatened to take negative or legal action
- Seized or attempted to seize your property
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Web |
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XX/XX/23 about My neighbor informed me that there was a suspicious man on my property looking through my windows. I hurried put on clothes and rush outside to see what was going on. Thats when I noticed there was blue adhesive with object affixed to my property and A strange man sitting in his car in front of my property.
I didnt approach the car due to the fact that my neighbors were outside and the stranger in the car let down his window allowing me to give him back his object and in forcing my privacy, by informing him to never come on my property again.
The stranger said that he was just trying to deliver a message. I assert that the stranger is an agent of freedom mortgage Who constructed a scheme to intimidate me or enforce me to contract with them so that I can adhere to their fictitious agreements.
Freedom mortgage stays that it has a endorsed note from me as well as evidence of a loan given to me from freedom mortgage I assert the claim of fraud due to the fact that I am 1000 % sure that I have never contract it with freedom mortgage and freedom mortgage as they said in the document that sent to me they are a debt collector. Therefore proven that they do not have the ability to loan monies.
It is my prayer that the CFPB expeditiously contact freedom mortgage due to the fact that they are threatening to seize my home where myself and my XXXX child resides and in fact have no rights or real security nor have they incurred any true debit by extending me a loan.
I am asking that freedom mortgage provide the note that it is stating that I have contracted or enforced with freedom mortgage in addition to the securities agreement that must perform with said promissory note.
By law if freedom mortgage can not produce a promissory note that is executed with XXXX XXXX wet ink signature Between XXXX XXXX and an owner of MAJORITY at Freedom Mortgage please required that freedom mortgage prove how it incurred any harm from XXXX XXXX or XXXX to secure XXXX XXXX estate and its assessors real property.
In addition freedom mortgage is stating that it holds security to a loan received from freedom mortgage to XXXX XXXX in the amount of {$6700.00} that was issued on behalf of XXXX XXXX from FHA. I am attesting that freedom mortgage and its affiliates in membership of XXXX ( mortgagors listed nominee ), have conspired to commit fraud against XXXX XXXX and FHA by one of Contesting that XXXX XXXX received any parts of the {$6700.00} or that any parts of this amount went towards my mortgage account with XXXX XXXX.
Truly XXXX XXXX
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| 07/31/2020 |
Yes |
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- Trouble during payment process
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Web |
Older American, Servicemember |
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Freedom Mortgage acquired my VA mortgage in late XX/XX/XXXX. I entered the new payment information into my bank 's XXXX XXXX services and the payment was sent on XX/XX/XXXX. On XX/XX/XXXX I received a letter from Freedom stating that my payment had not been received, and showing that 2 payments were due in XXXX. I contacted my bank who verified that the money had gone out on XXXX.
On XX/XX/XXXX, I spoke with XXXX XXXX and my bank. on XXXX, I called Freedom Mortgage customer care and set up a 3-way conference with the bank, XXXX XXXX and Freedom for XX/XX/XXXX.
XXXX XXXX spoke with XXXX at Freedom and gave verification that both the XXXX and XXXX payments had been sent. XXXX XXXX faxed the information to Freedom.
My XXXX payment had been sent on XX/XX/XXXX.
On XX/XX/XXXX, a 3rd fax was sent to XXXX at Freedom customer care with the routing numbers for the 2 payments.
On XX/XX/XXXX, I received a letter from Freedom stating they would review and send a written response following the review, by XX/XX/XXXX.
On XX/XX/XXXX, I received a letter stating that the XXXX payment was received and credited to my loan.
I decided to use Freedom Mortgage 's on-line payment services and set up a payment for XXXX. To my dismay, it went through for a TWO month payment amount. I was able to have the bank rescind the payment.
I did call Freedom 's help line and made the XXXX payment only on their website. Freedom still was saying that I am one payment in arrears.
I have been sending my monthly payments with my bank checks for the last 5 months.
On XX/XX/XXXX, I again emailed a letter and support documents to Freedom. There has been no response except with their monthly payment statements showing they want 2 payments to bring me current.
TO THIS DATE, I have had a total of 30 contacts with my bank, Freedom Mortgage, XXXXXXXX XXXX services, and with no satisfaction. I have a written record of all contacts, emails and faxes with corroborating bank statements and I have written and given all information to my US Congressman XXXX XXXX ' office asking for their help. And now I am filing this request as well.
I am a senior citizen and a widow. My husband served in the XXXX XXXX XXXX. This problem has caused me great XXXX and worry. It has also hurt my FICO score horribly!
I feel that Freedom Mortgage has shown both ineptitude and/or fraud in their accounting department, and a great lack of " customer care '' with their Customer Care '' services.
I want to be totally exonerated from the allegation that I am in arrears because it is not true!
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| 07/28/2019 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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XX/XX/XXXX attempted to make payment for mortgage online. I was unable to make my normal payment as the Mortgage company was attempting to collect {$8000.00} in addition to my monthly payment. The {$8000.00} represented an errant payment from XXXX to the local tax office. I called the mortgage company and was told they were trying to collect additional escrow to cover XXXX/XXXX homeowners taxes. Their error, although they lied and indicated the local tax office did not show me as exempt. I explained to them that as a XXXX Veteran in the State of Texas we do not pay taxes. The company claimed that they needed proof that I was in fact a XXXX veteran and that the local tax office told them that I was not tax exempt. Also they would not apply my mortgage payment until the balance from XXXX/XXXX taxes were repaid to my escrow account. I explained that I had no need for an escrow account but found nothing but deaf ears.
XX/XX/XXXX I have provided the mortgage company with my status as a XXXX veteran as well as a letter from the local tax office showing that I had been tax exempt for years and my exempt status was still current. I also confirmed with the local tax office that they made no false claim to the mortgage company concerning my tax exempt status. Mortgage company refuses to adjust my account until they receive a refund from the local tax office.
XX/XX/XXXX More of the same awaiting refund from the tax office and talking to the mortgage company 2-3 time XX/XX/XXXX still no refund, mortgage company remain unwilling to take my normal monthly payment.
XX/XX/XXXX - letter received from mortgage company attorney notifying me of their intent to foreclose. Letter was generate on XX/XX/XXXX. I called the local tax office to find that the refund had been issued on the XXXX of XXXX. I called the mortgage company and was informed that they had received the refund on the XXXX of XXXX. Needless to say I was not notified. Instead, the mortgage company move forward with foreclosure?!?!?!
I am now pending a pay off plan to bring my mortgage company but the clock is also running against potential foreclosure. They have also sent a work out application to refinance my mortgage.
I am contacting every regulatory and consumer protection agency that will listen to the schemes of this company in hopes justice will be served.
It is also important to note that I only owe $ XXXX against the original $ XXXX note which is only 3 years old. It seems clear this company is using underhanded tactics in order to steal the equity I have in my home.
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| 11/20/2016 |
Yes |
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- Loan modification,collection,foreclosure
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Web |
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In late XXXX 2016, I listed my home for sale because I could not pay the mortgage. On XXXX XXXX, 2016 I received a notice of Intention to Forclose Mortgage. I had spoken to the mortgage company several times and knew this was coming. I wanted to work with them to turn over the home to them as soon as possible to minimize the loss for everyone. On XXXX XXXX, 2016, I was assigned a " single point of contact ''. His name was " XXXX '', but he could not provide a last name. I called numeous times including XXXX/XXXX/2016 and XXXX/XXXX/2016 and spoke to different people. On XXXX XXXX, 2016, I mailed the " Loss Mitigation '' package to the company by regular mail. " XXXX '' acknowledged receipt several days later. I spoke to him several times and mailed in a revised IRS XXXX form as requested and sent a copy of the real estate listing agreement as requested. XXXX assured me the matter was a " slam dunk '' and the closing would occur in 45 to 60 days. ( I was later told it would have closed on XXXX XXXX, 2016 ). Instead, I received a letter saying my request was denied due to missing bank statements. IN FACT THE BANK STATEMENTS HAD BEEN SUPPLIED. I called many times to get this completed and spoke to a different person each time. I was told " XXXX '' quit, there was package there but " there was nothing in it '', the package itself no longer exised but it " was in the computer ''. I was often told documents that I had suppled were not there. Eventually I was told the time had lapsed and I had to begin all over again. These calls included the following : XXXX/XXXX/16 ; XXXX/XXXX/2016 ( the system was down ; XXXX/XXXX/2016 ; XXXX/XXXX/2016 ( XXXX calls, XXXX different people ) ; XXXX/XXXX/2016 ; XXXX/XXXX/2016 ( XXXX calls, XXXX different people. ) I once again completed the package, ( it took WEEKS to get another copy ) and mailed it in. They denied receiving it but depending on who I spoke to some of the people seemed to have some of the documents I sent. I sent it AGAIN by certifed mail on XXXX/XXXX/2016. Since then they have asked for douments that do not exist, such as XXXX forms in connection with a sale and documents already received. I am told my file can not be assigned to any particular person. In the meantime, on XXXX XXXX, 2016 they filed a forclosure action in court. I tried contacting the attorney who signed the complaint, and was told she " left the firm ''. The attonrey who was taking over the file did not have the file the first time I spoke to him. He is polite and usually returns my calls but seems unable to help.
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| 06/07/2016 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
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Freedom Mortgage has stolen a total of {$2900.00} from me via extortion since XXXX of 2016. They will not fix the issue despite the fact that several of their members have admitted they have charged to much, admitted that I have overages of {$2900.00}, and admitted it needs to be corrected. The stopping point every time I deal with them, which is bi weekly and has been since XXXX, is a man named XXXX. He is convinced I am wrong even though all of the evidence is on their servers.
I have tried to resolve this conflict within their company, it is going no where. I have contacted an attorney, who told me to try this XXXX. I am stressed out about this and there is no reason for that. I am only trying to pay my mortgage every month but they refuse to fix their mistakes and continue to send me threatening letters referring to the repossession of my home. As a XXXX XXXX of both XXXX and XXXX I have no problem dealing with XXXX or handling stress, this time however I have no way to manage this. No help has been offered, no apologies, no willingness to fix their mistakes. I am at my wits end, my wife is scared we are going to lose our homes even though we 've done nothing wrong, I am finding it hard to sleep at night since I can not recover the almost {$3000.00} dollars that Freedom Mortgage has extorted from me.
I work hard for my earnings and I live within my means however, I can not afford to keep being charged money each month to a corrupt organization that is criminally negligent in their matters. This is not a hard mistake to see, it is simple math. We begin with a giant total ( our house ) and subtract out monthly amounts ( mortgage payments ) until the grand total owed is {$0.00}. For some reason, somewhere between the steps of subtraction and honest reporting, Freedom Mortgage crossed the line. I am sick of this company, I am sick of being extorted, being bullied, loosing sleep, and having to console my wife that we will not lose our home. Not to mention the missed hours in work time I have had to skip in order to deal with Freedom 's inability to fix their own mistakes. I work by the billable hour, so missing 3 hours a week dealing with them adds up quickly. 3 hours a week ( conservative estimate ) x 4 weeks a month = 12 hours a month ; which would be just a hair over {$1000.00}. Again, another sum of money I do n't have because of this horrid organization.
Please help us, we at our wits end and do not know where else to turn. We are good people who have paid our mortgage every month and have been taken advantage of.
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| 10/12/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I live in the city of XXXX, and moved in to my house in XX/XX/XXXX. My mortgage company, Freedom Mortgage, required me to open an escrow account to cover my real estate taxes and house insurance when we got the loan. I have never missed a payment, or been late for a payment. On XX/XX/XXXX I was served with a notice from the city that they were threatening to start a sheriff 's sale on my house due to missing real estate taxes. They had already taken out liens against me for underpayment of real estate taxes in XX/XX/XXXX and XX/XX/XXXX. This was the first I was ever notified of this. It had turned out Freedom Mortgage had incorrectly determined the amount of real estate taxes owed on the house, and neither the city nor the mortgage company gave me notice of this. For {$2700.00} under underpayment over two years, I now owed the city {$3900.00} including penalties and interest. Somehow, Freedom Mortgage had figured this out and paid the correct amount for XX/XX/XXXX taxes, but did not take care of the missing balance from the previous two years. I immediately notified Freedom Mortgage about the issue, and they said they would take care of it, and cover the penalties and interest. I spoke to three different customer service agents who told me the same thing, but no one would send me confirmation of this in writing.
Freedom Mortgage took longer than they said to pay the tax bill, risking me further legal action with the city. I was forced to hire an attorney to defend myself and my home from the city. Finally Freedom Mortgage paid the bill, but deducted the entire amount from my escrow account, rather than just the portion of the principal, and then sent me a bill saying I needed to pay them $ XXXX to cover my negative escrow balance and keep it full going forward. After hours of the phone, waiting on hold to speak to people familiar with my case, someone told me that " upper management, '' whom I am not allowed to speak to directly, had decided that I should 've notified them about the underpayments earlier so I was responsible for the penalties and interest, even though the city never notified me. When I called the city they said they had been sending my tax bill to the mortgage company. The Freedom Mortgage service rep two weeks ago said they 'd " discuss this further and reconsider '' but then stopped returning my phone calls. I can no longer get hold of anyone senior enough at Freedom Mortgage who can discuss my case. Calls to them take over 30 minutes even just to leave a message for someone who wo n't call me back.
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| 07/05/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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The current holder of my Mortgage, Freedom Mortgage Company at XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NJ XXXX NMLS ID : XXXX has failed to pay my Taxes out of the escrow account for the past 3years, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. They had an incorrect TAX ID entered for my property and have been using my money to pay the TAX bill on a different property. XXXX county and the City of XXXX received this over payment and returned it to Freedom mortgage company, who now have no record of the returned payment. In XX/XX/XXXX I received notice of failure to pay XX/XX/XXXX property taxes from the city of XXXX. Upon calling the City of XXXX I found that they had not received payment for XX/XX/XXXX and XX/XX/XXXX and these tax leans had been sold of to a third party lean holder, XXXX XXXX. If XX/XX/XXXX taxes were not payed by XX/XX/XXXX they to would be sold off to the same lean holder. I called Freedom mortgage company In XXXX where they discovered the issue was their fault and they would get it fixed in 7 days. 30days after that call they still could not provide me with an update on the back taxes and the payment of XX/XX/XXXX 's taxes which were now due in 5days. I then paid the XX/XX/XXXX taxes and fees out of my pocket so that these would not be sold off again. I have called on a weekly basis since then, no one from management has ever called me back and the only people that can provide updates on the status are the TAX Department and the Escrow Department however you are not allowed to speak with them directly. On XX/XX/XXXX I sent to Freedom Mortgage company the payoff amount required by XXXX XXXX for the XX/XX/XXXX and XX/XX/XXXX tax Bills amounting to XXXX to release the Lean. I also sent the receipts for my personal payment of the XX/XX/XXXX taxes and fees amounting to XXXX. Every time that I call in they tell me that a resolution will be provided in 2 week ... At then end of may a note was placed on my account that payment was sent to XXXX county for XXXX dollars and I was called stating a refund was being sent out to me. XXXX county is not owed any money.and no one ever called me. They can not tell me exactly where or who they directed the XXXX county payment or its current status. They also do not show any payments being sent to me. Every 2weeks I call in and get a new Customer service person on the phone, restate my case, correct the miss information, resend receipts and am Told this has been escalated and I will receive a call in 7 days. There is never a call and the process repeats upon me calling in.
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| 11/19/2018 |
Yes |
- Mortgage
- Other type of mortgage
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- Trouble during payment process
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Web |
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URGENT : XX/XX/2018 : Called Freedom Mortgage as I sold my home on XX/XX/XXXX and a payoff check was sent to Freedom Mortgage and signed for on XX/XX/XXXX by someone named XXXX XXXX. Spoke to XXXX and explained that the payoff check for my mortgage was sent and XXXX XXXX signed for it. XXXX advised we sent the payment to the wrong address and we " dropped the ball '' on our end. I then immediately asked to speak to a supervisor as it has been two weeks since they signed for the check and my account was still open and they did not know where the check was. Was transferred to XXXX 's supervisor XXXX ( Employee # XXXX ). I emailed the packet from XXXX XXXX as proof someone at Freedom Mortgage signed for the check. XXXX advised she would call between XXXX EST on Thursday, XX/XX/2018.
XX/XX/2018 : Called Freedom Mortgage as I had not received a call from XXXX. I don't remember the employee 's name from this call but Freedom Mortgage has record of this. I was told by this employee that no research or work had been done on my account and that XXXX was not in the office. I then asked to speak to a manager and was told that this employee 's manager would not talk to me but would call within 24 hours.
XX/XX/2018 : Called Freedom Mortgage as I never received a call back. Spoke to XXXX. I immediately asked to speak with a supervisor. Spoke with XXXX ( Employee # XXXX ). I explained my situation and XXXX advised he would reach out to check cashing to see if they had the check and it was not being deposited and if so what the issue is. XXXX advised he would call Monday, XX/XX/2018 by XXXX XXXX EST. I never received a call from XXXX.
XX/XX/2018 : Called Freedom Mortgage and spoke to XXXX ( different XXXX ). XXXX had given me his direct number and said I could call him. XXXX advised she could not transfer me to XXXX. I asked to speak to her supervisor and they would not come to the phone and I was advised that she would request they call me back.
I sold my house on XX/XX/2018 and my mortgage is still open. Freedom Mortgage signed for the check and can not tell me where it is and no one in customer service has helped me or even attempted to look into this. My XX/XX/2018 payment is approaching and I should not have to pay this since I don't own the home and have paid off my prior home, however if I don't pay it, it will affect my credit and I am in the process of purchasing a new home. Additionally, I asked my billing be put on hold and no one at Freedom Mortgage agreed to do this, therefore I will still be receiving a bill.
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| 07/14/2021 |
Yes |
- Mortgage
- Other type of mortgage
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- Struggling to pay mortgage
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Web |
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At the beginning of the pandemic, XXXX of XXXX, I was furloughed from my job. I reached out to my mortgage lender Freedom Mortgage to see what my options were in regards to paying my mortgage until I knew what my financial future and job situation was going to look like. The operator on the phone told me I could go on a covid 19 forbearance plan and not pay my mortgage payments until I was back to feeling financially secure. Before I made the choice to take her up on that offer, I asked how it works to come off. She said I could have the owed monthly payments added to the end of my loan and extend my loan date by the amount of months I was on forbearance. I felt comfortable with that and made the choice to go on forbearance. My loan was current at the time I went on forbearance.
I have been ready to come off of forbearance since the first of the year of XXXX but my lender has been very difficult to work with. They said they have actually decided not to offer the option I was originally told would be available to me. I have spent over 20 + hours on the phone with them. Having to explain my story over and over again to a new team member each time I call. Sometimes I will make great progress with one team member and ask for their direct ext. so I can follow back up with them. The problem is, the phone number freedom mortgage provides does not allow you to enter a direct ext. Once I got USDA directly involved, all of the sudden there was another phone number available for Freedom Mortgage where you do have the option to reach a direct line. This would have saved me many hours on the phone and a lot of frustration. My point of contact I was working with stopped answer my calls XXXX XXXX. It was until nearly a month later that I received a call from someone who let me know shes been on a leave of absence. This is affecting the amount of time left I have on covid 19 forbearance protection and I am asking for the last month to not be counted since no progress was being made.
I expect to either be grandfathered in to a term extention offer to bring my mortgage current or another option that does not affect my future of refinancing or does not cost me more money in the long run. I currently owe 6 months, I have been paying my mortgage monthly since XXXX. If Freedom Mortgage decided they weren't going to offer the term extention after they had spoken to me, I should have been called and informed so I could have made other arrangements. This needs to be dealt with, it has greatly affected my mental health and well being.
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| 09/26/2023 |
Yes |
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- Struggling to pay mortgage
- Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
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Web |
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I am facing foreclosure due to negligence by Freedom Mortgage.
My husband and I refinanced our original mortgage on our home with Freedom in XXXX, XXXX. We both signed the new mortgage as borrowers.
In XXXX, my husband and I divorced. In XXXX, XXXX, my ex-husband quit claimed the house to me.
In XXXX, my ex-husband discharged his personal liability for the mortgage through a bankruptcy filing.
In XXXX, XXXX, I entered a loan modification trial period with Freedom. I made all payments through XXXX, XXXX. In that month, Freedom sent me a final agreement packet that was in my ex-husbands name.
Freedom acknowledged my status as the successor in interest to my ex-husband via a letter in XXXX, XXXX. However, they have consistently refused to work or communicate with me about the loan, insisting that they can only speak to my ex-husband as the borrower. This is incorrect. Under RESPA, I am to be considered the borrower because of my status as successor in interest.
I have attempted to submit an application for a new loan modification, but Freedom only returns an offer in my ex-husbands name. Because they will not work with me on a loan modification agreement, I have been unable to make payments. Freedom filed for foreclosure in XXXX, shortly after the property was quit claimed to me. At that time, the past due amount was approximately {$6200.00}. That was when I started the first loan modification, resulting in the trial period beginning in XX/XX/XXXX. Now Freedom claims that there is over {$81000.00} owing on the loan. They have been adding interest and late fees while also not working with me as the borrower to develop a loan modification plan.
I have applied for HAF funding to cover up to {$40000.00} of the amount owed. But Freedom is refusing to provide me with a loan modification application in my name to address the remaining amount owed. Instead they keep sending an application in my ex-husbands name, with a request that he reaffirm the debt.
In communications with Freedom, I am told conflicting things about my account. Some representatives tell me that I do not need to assume the mortgage, others tell me that I do need to. Some representatives tell me that my ex-husband is the only person they can talk to about the mortgage, others will talk with me but then send me documents in his name only. Freedom is inconsistent in mailing information - sometimes it arrives addressed to me, sometimes addressed to my ex-husband. I can not get them to commit to communicating and working with me as the borrower.
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| 09/21/2020 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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|
Web |
Servicemember |
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I tried to refinance through my existing mortgage company, Freedom Mortgage. I had a closing disclosure issued to me on XX/XX/20 with closing costs at {$5600.00}. At my closing date, XX/XX/20 my paperwork showed up with closing costs at {$7700.00}. I received no notice prior to closing that my closing costs had went up {$2000.00} ( a 36 % increase ). I contacted my loan advisor, XXXX, while the signing agent was still present at my house. I had to leave a message for XXXX. That day I called Freedom Mortgage three more times trying to get ahold of XXXX or a manager that could help me, but was only passed around to different employees. It was discovered that the VA funding fee was not included in my closing costs and it should have been. The next day, XX/XX/20, I finally got to leave a message for a manager, XXXX, at around XXXX XXXX.. I received a phone call back from XXXX at around XXXX XXXX.. He said the increase was due to the VA funding fee, but said that he would look into it and get back to me tomorrow. I impressed upon him the importance of time, because I had only three days from closing ( XX/XX/20 at midnight ) to decide if I was going to cancel my refinance. Now XX/XX/20, I heard from XXXX in the afternoon around XXXX XXXX.. XXXX XXXX that there was not going to be a VA funding fee, but that he was working on the closing disclosure with the closing department and to not sign the " Right to Cancel '' form. I specifically told him that I would need the disclosure sent to me first thing in the morning, as I had to work and that day and it was the last day I would be able to cancel my refinance if the figures were not satisfactory. XXXX also stated that the numbers would not be the same as my original disclosure statement, but was unable to tell me exactly what the numbers would be. I tried calling him later that day only to leave a message stating the numbers needed to be the same, this was not an opportunity for Freedom Mortgage to invent other fees to add to my closing disclosure. On XX/XX/20, I had no paperwork for my closing disclosure. XXXX called me in the afternoon, and still no closing disclosure. I informed XXXX that I needed that paperwork earlier today and they had three days to get me a new closing disclosure, which was still not available!!! I canceled my refinance as well as let him know that what occurred was unethical and illegal. Mortgage companies have to give you three days notice before closing if the closing disclosure amount changes and it should not vary more than 10 percent.
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| 10/26/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
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|
Web |
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I worked with XXXX XXXX and others at Freedom Mortgage on refinancing my mortgage on an investment property in XXXX, TX earlier this year. I was told throughout the process that I would not be paying any points on the mortgage. In the very last couple of weeks, after *months* of working to making the refinance happen, getting the appraisal done, sending lots of paperwork, etc., they told me that I have to pay {$1000.00} in points, and if I don't like it, too bad. I complained and was told too bad, sorry. Given how invested I was at that point and that my other options I had looked into were gone, I went ahead and paid them to get it over with. I filed a XXXX complaint in XXXX. They eventually paid me {$500.00} of the {$1000.00} owed but are refusing to pay the rest. The XXXX complaint is ongoing. They keep making different claims, without proof, about how I caused delays in getting the refinance done, and I keep providing proof to the contrary, including emails and documents from their representatives recognizing and showing that they are at fault for the delays with the refinance.
From the beginning, they told me verbally and suggested by email that the points would be on the Loan Estimate because I haven't yet shown via appraisal that I have 25 % + equity, but once I do, there would be no points.
An early email : Me, in email to XXXX XXXX, Loan Advisor with Freedom Mortgage ( NMLS # XXXX ), on XX/XX/2021 : " The documents do show points/fees. Just to confirm, if my equity in the property is over ~22 %, I won't have to pay those points/fees, correct? '' Her response via email : " In regards to your first question if your home is 25 % or more in equity the points would be adjusted yes. '' Throughout the process, they would constantly acknowledge over the phone that they will/should remove the points, but avoided it in writing. I have copies of many many emails I sent specifically about the points that they simply ignored to minimize the paper trail of what they were doing.
Late in the game they did acknowledge it in an email but then did not follow up : An email from XXXX XXXX ( Freedom Mortgage representative ) to XXXX XXXX, XXXX XXXX ( I believe XXXX 's supervisor ), and myself : " I spoke with Mr. XXXX and he was initially told that there would be no points being added to the loan. Are we removing those points? He is set to close on the XX/XX/XXXX. Can you please advise if when can proceed. " I sent at least *6* follow up emails asking for a response, but they never responded in the email thread.
|
| 08/21/2020 |
Yes |
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Web |
Servicemember |
|
Freedom Mortgage is refusing to provide us with our payoff amount until the last possible date required by law. This appears retaliatory in nature due to us having to file complaints in the past for their failure to properly pay two years of taxes and our attempt to refinance away from their company.
Our new lender reached out to them onXX/XX/2020 and were told they could not utilize the automated request and had to email the request to get our payoff amount and then their request was not processed. When contacted and asked why, the company reported that they filed it as a duplicate request with the online request submittedXX/XX/20. The lender asked the title company to attempt to obtain the payoff. The title company called onXX/XX/20, the Freedom Mortgage representative said " sure, I can get that right over to you, what is the account information? '' After the account information was provided the representative said " there is a note on the account indicating that it can not be provided untilXX/XX/20. '' No further reasoning or justification was provided. The title company and the loan officer have submitted other payoffs to this company after ours and have already received them back. This was so out of the ordinary that the title company reached out to to the lender to let us know this is the first time, in dealing with Freedom Mortgage specifically, it has ever happened.
We reached out directly to get the pay off amount, which in all the loans we've ever had has been easily found, and were told " we are legally allowed seven days before providing that information. '' They have made no statements or indications as to the technical reasons why in 2020, where all lending is computerized, a lender does not have that information readily available at all times or why this information can not be generated for us.
It is these kind of predatory and underhanded tactics that have pushed us for the first time in five mortgages to refinance away from a lender. Now, rather than allowing us to leave, they're taking as long as legally required to make us wait until they can create some other roadblock to slow down our escape. Lastly, they have left us with an inadequate escrow balance after they used our escrow account to pay for penalty and legal fees ( {$680.00} ) related to delinquent taxes they failed to pay despite their promises to cover the fees ( reference previous reporting to CFPB that they covered these fees ). This company has a history of poor escrow handling and consumer financial transactions!
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| 09/06/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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On XX/XX/XXXX, Freedom Mortgage sent my property tax payment from my escrow account. The county did not receive the check that was sent so I called Freedom mortgage on or about XX/XX/XXXX to check into it and notify them that my property tax was due by XX/XX/XXXX or I would incur a penalty fee. Freedom Mortgage assured me that they would cover the penalty fee from their own money. On XX/XX/XXXX I called Freedom Mortgage and an investigation was opened. They put a rush on the investigation. I called them back on XX/XX/XXXX and they told me that a check was issued and gave me the reference #. On XX/XX/XXXX, I spoke to the county and they never received the check. So I called Freedom Mortgage again and I was told by the customer service rep that the county received the check on XX/XX/XXXX ( she could not confirm to me how she knew that the county received the check ). She told me they did n't cash it yet. I called the county again and they said they never received or cashed a check for my taxes. On XX/XX/XXXX, I spoke with a manager that said a new check to the county was issued on XX/XX/XXXX. I asked her why the lady I spoke with on XX/XX/XXXX told me the county received a check on XX/XX/XXXX ( although a check was never sent ). She told me she did n't know but would review the call and use it as a training call. She told me the new check on XX/XX/XXXX was shipped via XXXX. I called the county today XX/XX/XXXX and they still have not received the check. So once again, I called Freedom Mortgage and asked to speak the same manager who I spoke to on XX/XX/XXXX. After being put on hold for a while, the customer service rep came back on the phone and said the manager told her what was going on and if I still wanted to talk to the manager she would talk to me but she saw a check issued on XX/XX/XXXX to the county and XX/XX/XXXX. I asked her why was there 2 checks sent and she did n't know. So I immediately demanded to talk to the manager. The manager explained to me that something was wrong with the check sent on XX/XX/XXXX, so they had to cancel it and re-issue another check to the county on XX/XX/XXXX. I asked her for the XXXX tracking # and she did n't know it but would " try '' to get it. I demanded that she get me the tracking # and call me when it. This has now been going on for almost 2 month. I have been told a number of different stories by different customer service reps. Most of them have turned out to not be true. My taxes are still outstanding and a penalty fee has been assessed to my account.
|
| 11/15/2019 |
Yes |
|
- Trouble during payment process
|
|
Web |
Older American |
|
I have an advocate that is trying to help me understand this process and also advising me on what I should do. Her name is XXXX XXXX her phone number is XXXX. You may also contact and send information to her about my situation. Her email is XXXX This is the second time I am writing you about this same situation in which they said they will fix it, but haven't yet.
I spoke to Freedom Mortgage ( Loan # XXXX ) Manager ID # XXXX, on the XXXX of XXXX of XXXX. He assured me that he would send in a request to have all the penalties and late payment fees remove off of my record going back to XXXX, and file a credit dispute to remove the 'late payment report ' off my credit record by the XXXX of XXXX of this year. Since I was never late paying my mortgage and they have received the refund check back from XXXX County Tax Collector. Freedom Mortgage had been applying the Property Tax to my mortgage even though I have a written, notarized document from XXXX County Tax department stating that I have a Tax Deferral that is active as long as I am occupying the property.
I started getting notice from Freedom Mortgage and Certified letters from XX/XX/XXXX until XX/XX/XXXX saying that I owe a mortgage payment of {$2200.00}. On this date XX/XX/XXXX, I immediately called Freedom Mortgage and talk to a lady named XXXX ID # XXXX, she look at my file and stated that it says that they will not go back to the year XXXX to remove the penalties and because I did not pay the full mortgage which included the property tax. I have been paying the full amount but without the taxes. I was not late paying my mortgage. Now that they have their money back from XXXX County, they are still trying to make me pay more including the taxes which they already have. They are still giving me the run-around with this issue and is not trying to straightening it out at all. I mention to XXXX that this sounds like a 'Law Suit ' to me, because you all have lied to my credit bureau and refuse to fix it and knowing that I am on a fix income of {$790.00}. per month, you are trying to drain every last penny that I get from me. That's when she said she would see what she can do to fix the problem. At this point I am getting another run-around. This has been going on since XXXX of XXXX and it is now XXXX of XXXX, and all I get from Freedom Mortgage is we will try and fix it. I am so tire of this and I can't get out from under them because they have mess up my credit so bad that I can't get refinance from any other company and they refuse to fix it.
|
| 10/12/2016 |
Yes |
|
- Loan servicing, payments, escrow account
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|
Web |
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Soon after the purchase of our home, XXXX XXXX sold our loan to Freedom Mortgage. We did not have an escrow account. Prior to the change over XXXX mistakenly created an escrow account and paid {$950.00}, which was corrected and credited back. However, when the loan account was transferred to Freedom this documentation was not with the file and they received an account with an escrow shortage of {$950.00}. Which they tried to collect from us. We informed them there was no escrow account and never was. We had XXXX on a XXXX way call with Freedom and XXXX stating that this was the case and that everything was current that XXXX never sent any bill. XXXX submitted the documentation for this to Freedom directly to XXXX XXXX ( this freedom agent asked for it to be directly sent to her ) on which we were cc 'd on the email. Freedom continued to deny receiving the document which we were fully able to view, open, save and see from the email. We again submitted this directly to now XXXX ( XXXX XXXX ext XXXX ) as well as Freedom 's customer care multiple times, with no response. We did this multiple times over the next few months. With no follow through from Freedom at all, never once have they called when they said they would. We finally had to fax the document in order to have Freedom confirm the documents receipt to XXXX. Freedom still claims they can not alter or correct the account or close the escrow account even with this documentation. They then put a hold on our last months payment, the funds have been taken from my bank account fro the scheduled payment but not applied to our loan. They are imposing late fees and have also filed to make our account delinquent with 30 day late payment. All the while we are fully paid and submitted on time properly. The funds have been taken from my XXXX XXXX account for the mortgage payment on time but payment has been not applied to the loan. We are in the process of trying to buy a larger home for our growing family but can not with a 30 day late report on credit file now. This process has been infuriating and completely the fault of the mortgage companies and nothing whatsoever to do with anything that I have done. This has been going on for months with hundreds of hours on the phone to Freedom and XXXX. Freedom has gave us the run around, lied to us, and provided no assistance. We also reached out to XXXX to have them set up an appointment to talk to Freedom as well. Our new broker suggested we contact BCFP and that this is exactly what you guys are here for.
|
| 01/05/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
Good day Sir/Ma'am. I am writing today as I am at an impasse with my lender Freedom Mortgage. We have a difference of opinion as to how 12 CFR 1024.17 ( f ) ( 2 ) is applied. The escrow analysis that I have been provided with states that I should be paid back any surplus over {$50.00}. According to 12 CFR 1024.17 ( f ) ( 2 ) ( i ) this is exactly what should happen. Yet {$2000.00} was held in reserve. My escrow account was overfunded by {$5000.00}. At no point was there a deficit. Additionally, all of my payments were made on time which satisfies 12CFR 1024.17 ( f ) ( 2 ) ( ii ). In satisfying this part, they are prohibited from keeping any portion of our surplus as recompense for late payments. Freedom Mortgage claims that the Real Estate Settlement Procedures Act ( RESPA ) requires them to maintain a minimum amount. Unfortunately, this is incorrect. RESPA does not define a minimum account level. RESPA provides guidelines that are rooted in the CFPB regulations. These are the same regulations that I have referenced throughout this complaint. Furthermore, RESPA references 12CFR 1024.17 as a guide to the maximum that may be paid into an escrow account. Per 12CFR 1024.17 ( f ) ( 2 ) ( iii ) we have not entered into an agreement to create, nor fund such a surplus. I have called numerous times to point out the regulations that I see as having been broken. During these calls, I ask them to reference their actions in the CFPB regulations and they can not. I think the mistake they are making falls under the provision of 1024.17 ( c ) ( 1 ) ( ii ). This references the specific maximum that may be paid into the escrow over the course of the year. The key term here is " Paid ''. Under this provision, they may create a cushion by way of monthly payments, not by holding back my escrow surplus. As I see it all three paragraphs in 12CFR 1024.17 ( f ) ( 2 ) have been violated in some way. In summation, I believe 12 CFR 1024.17 ( f ) ( 2 ) ( i ) has been violated in that any surplus over {$50.00} was not paid back to me. I believe that 12CFR 1024.17 ( f ) ( 2 ) ( ii ) has also been violated as no triggering event in this part has been infringed upon, which would allow them to keep my surplus. Finally, I believe 12CFR 1024.17 ( f ) ( 2 ) ( iii ) has been violated in that we have come to no agreement regarding any surplus to be placed into this year 's escrow account by way of keeping my surplus from last year I would certainly appreciate any help that you may be able to provide. I'm not sure what else to do.
|
| 05/15/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
|
|
Web |
|
|
To Whom It Concerns ; Apparently, my original XXXX mortgage loan was sold to Freedom Mortgage.com, some years back. Freedom Mortgage referred me to XXXX, XXXX, who worked with XXXX XXXX for some reason. XXXX XXXX collected my mortgage payments, twice monthly, from my direct deposit, assumingly to pay my mortgage off sooner. It seemed these XXXX organizations had worked together and they knew each other. To confusing for me to understand how the mortgage world works together. XXXX XXXX applied my money to principles supposedly by means of 13 yearly payments.
I am now informed XXXX, XXXX sold my loan back to Freedom Mortgage Corporation ; I thought they owned the original loan anyway.
I 've spent the entire day trying to figure out what is going on with my money and loan and where to make my payments.
For some reason the phone numbers I 've had to contact these entities " XXXX, Freedom Mortgage, & XXXX '' just go back to Freedom Mortgage. The XXXX representatives I spoke to have given me the run around and are insisting I enroll and set up payments.
That said, further research has taken me to several disturbing websites ; including the XXXX, Consent Order issued by CFPB regarding XXXX XXXX.
I have discovered a mortgage scam. I 'm quite nervous due to calling Freedom Mortgage for my year-to-date information for XX/XX/XXXX. The automated system declares nothing had been paid, " no interest, principle, insurance, probably taxes. '' An attorney corporation involved " XXXX XXXX XXXX '' and created XXXX bi-weekly program.
XXXX XXXX has been sued for fraud and unjust enrichment in Federal Court, XXXX, Ohio. Freedom Mortgage gave him mine as well as other victims mortgage information.
I 'm afraid to pay my mortgage to Freedom Mortgage Corporation ( FMC ) by XXXX XXXX, XXXX, for reasons ; 1 ) The XXXX representatives I spoke to seemed to withhold information to questions I had ; 2 ) today, I received the letter of loan transition from FMC with new loan account number dated XXXX XXXX, XXXX. Though, bottom of page shows Rev : XXXX/XXXX/XXXX.
I am a single grandmother raising my XXXX year old, with XXXX school left in my XXXX, and am employed. I have never been late or had trouble making any payments regarding anything. Have lived in my small home since XX/XX/XXXX, when I purchased it.
My feeling is I need a lawyer especially if my money has been deceitfully been misused or stolen for months.
I hope my crisis is considered important to your organization and will be reviewed promptly.
Thank you!
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| 12/21/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
|
- Problem with a company's investigation into an existing problem
- Their investigation did not fix an error on your report
|
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Web |
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My mortgage was initiated with XXXX XXXX XX/XX/XXXX. I was told by the XXXX XXXX in XXXX my loan would be transferred to Freedom Mortgage so the payment I make would be transferred. I called to ensure I was paying in advance to get the option to pay every XXXX weeks split payment of XXXX.
I made a payment to XXXX XXXX for my first month on XX/XX/XXXX. XX/XX/XXXX I received my payment disclosure showing a discrepancy which I contacted XXXX XXXX to discuss the transfer amount.
I paid XX/XX/XXXX in full for XX/XX/XXXX which the account was due at that time. I contacted freedom mortgage which they said I pay in advance so I am always ahead.
Moving forward, XX/XX/XXXX I have autopay in which the FIRST payment was MISSED, but I was already in advance.
My next withdrawal occurred with no problem for that month.
I checked my credit and it showed I was delinquent which in fact I was already paid in ADVANCE.
I contacted Freedom Mortgage which a supervisor. Stated they would resolve this and you are not late.
I then inquired about the option to safeguard my credit using forbearance but I NEVER SIGNED since I didnt want to use it since my credit was already impacted.
I waited for the representative to contact me back after XXXX weeks I contacted them back with no changes and no documentation noted, I proceeded to mail all the documentation to the creditors and Freedom Mortgage on or around XX/XX/XXXX.
I paid on time, the servicer then still reflected my credit inaccurate along with my payments applied correctly, stating they only see the escrow payment transfer from previous company. Please see my payment for escrow ( XX/XX/XXXX ) and payment for mortgage on XX/XX/XXXX.
The company took my escrow and applied partial half payment to my payment for month of XX/XX/XXXX, then reported me as late for full month XX/XX/XXXX. I paid the balance XXXX for partial they stated was late asking them to have accounting contact my first servicer, XXXX XXXX and find why my payment is showing late if I could ONLY GET ON A BIWEEKLY PLAY IF YOU PAY IN ADVANCE A TOTAL OF 1 MONTH PRIOR.
I paid over {$15000.00} for XX/XX/XXXX for next XXXX MONTHS.
The company then said I was on a forebearance plan and would not report my credit as paid even though I PAID AND NEVER SIGNED ANY DOCUMENTS. My credit reporting accounts shows late indicator XXXX which is XXXX DAYS LATE.
I never signed forebearance documents ; I paid advance 1 month prior to start of loan on XX/XX/XXXX but my credit now dropped XXXX to XXXX overall.
|
| 05/04/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
My mortgage was purchased by Freedom Mortgage mid XXXX, which began servicing my loan in XX/XX/XXXX. Then in XXXX XXXX XXXXXXXX Freedom, Mortgage began billing the entire yearly amount charged for my loan 's mortgage insurance every month... So suddenly, I'm paying {$4200.00} per year for PMI, compared to around {$350.00} per year for the 3 previous years on a {$130000.00} loan. Clearly a clerical error was made, and the first person I talked with at Freedom Mortgage 's escrow department researched the situation, and agreed with me wholeheartedly. She even went as far as to decrease my mortgage payment ( which had increased by around {$400.00} per month due to the error ) by the max allowed for her while they " addressed my concerns. '' Well, I never got any response, and when I called back no one had any idea there was a problem. This went on for the first 3 months of XXXX, with me eventually requesting some sort of response each time, and still, nothing. At this point I have had no less than 10 conversations with Freedom Mortgage regarding this, and have been promised a response 4 times and never received one. Additionally, I am currently in process to terminate PMI on this loan, an while I am over 22 % on the original LTV, Freedom Mortgage still required I pay the {$100.00} fee to consider termination, which as I understand, shouldn't be required. Furthermore, I have repeatedly requested Freedom Mortgage to contact me via email, as I live in a location where cellular service is questionable at best. I even went so far as to include a formal written request to be contacted only by email, with my PMI termination request, which they commented on in my XXXX XXXXomplaint, but ignored completely during the process. To this date, I still have not been contacted once via email by Freedom Mortgage, other than a daily message about their next scam product. I have made repeated requests for this to be looked into, and Freedom Mortgage has made no attempts to address my complaints and has been unable to provide me with any proof that the amount they are charging is actually being paid out. Currently I am owed around {$2000.00} by Freedom Mortgage, and at this point have little recourse but to hire a lawyer, as I can not even get useful communication from this business. Unfortunately, the majority of my interactions with Freedom Mortgage 's employees, like the email request situation, lead me to believe very few, if any of them are actually competent enough for the job they are attempting to do.
|
| 06/18/2015 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
|
|
Web |
|
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I strongly believe rules need to be adopted whereby an invoice, bill or letter to collect a debt should be clearly indicated as such. For instance, if the law mandated that these documents, and only these documents, could be sent in a blue envelope ( thus no more blue envelopes sold in stores ) and that it had to clearly state on the front that it was an attempt to collect a debt, that would eliminate many consumers from inadvertently throwing away bills they were not expecting.
I 'm writing you primarily because I get several pieces of mail a week that look like bills, yet when I open them they are some sort of solicitation ( sales ) mailing. For instance, today I got something in the mail from my mortgage company that looked like a bill. It said " second and final notice '' and " important information '' ... things that would lead an average consumer to think its a bill. Instead it was a sales mailing to buy mortgage insurance if I lost my job or could n't work. These types of mailings are common and result in people like me throwing away legitimate bills by accident because we get so much junk mail that is styled like a bill.
Also, you need to do something about the credit rating agencies ( personal rating agencies XXXX. Paying off a mortgage should benefit your score. If an account in collection is paid in full ( perhaps the consumer must make the original vendor whole ), then it should come off your credit report easily. The credit rating system is broken ... I 'm almost XXXX years old, never had I ever not paid something I owed, paid XXXX things late maybe 60 days at worst, and yet my score is barely over XXXX. How is it that mortgage companies have such a different credit score than what the public sites show us? Seems to me like they should be the same. Since credit is our main source to buy things XXXX for most ) and your score only makes your purchases more expensive XXXX APR XXXX, it should hold true that your same concerns about payday loans should be applicable here. Those with lower scores get the worst rates, ultimately paying more which keeps them in financial difficulty. Right now, credit scores do n't accurately reflect a buyer 's ability to pay a debt ... it mainly represents who does n't throw away their mail and is diligent at managing their bills ( regardless of their actual spending / buying power ). What happened to the days where it was simply your debt to income ratio? That makes a lot more sense and you can use a person 's tax returns to figure income.
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| 02/23/2022 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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Freedom Mortgage repeatedly contacted us by email, phone and mail for months about refinancing our existing mortgage with them. We finally gave in because we were told it would be a fast, seamless process, since we are existing customers and we could take cash out at closing to consolidate debt.
XXXX XXXX, a loan officer with Freedom Mortgage, told us it would take 4-6 weeks to close our refinance. We began the process XX/XX/XXXX, and it is now XX/XX/XXXX, with no closure in sight. We have gone weeks on end without being able to contact anyone working on our loan. Our daily emails and calls went unanswered. We submitted confidential information containing our SSNs, wages, checking account information, etc., for it to be ultimately lost and having to start over completely with a new representative. Freedom Mortgage refused to give us a secure place to upload documents but instead suggested we encrypt the emails containing privy info. Anyone knows that when you never encrypt emails, but then suddenly encrypt 1 or 2, it is a giant red flag to hackers. This is not a secure or safe recommendations to customers and puts someones identity in danger.
We paid {$300.00} for an appraisal that is now moot and lost for good because there won't be a way to continue with the refinance process as they are asking for cash at closing, even though its a cash out refinance where we should be receiving {$17000.00} in cash at closing after paying off a second mortgage. We have an email from a customer service rep promising closure by XX/XX/XXXX. Never one time was cash to close mentioned to us throughout the process of this nightmare. We were under the impression that closing costs would be deducted from the net cash we'd be receiving at closing.
The lack of response to our emails and phone calls is one thing ( just frustrating and unprofessional ) but to promise a seamless closure in 4-6 weeks, losing very confidential documentation, transferring us to multiple representatives and having to supply confidential documentation again and again, and dragging us, our family and credit, through the mud for months with no communication, no accurate truth in lending statement or explanation thereof, is a complete bait and switch and failure on the part of Freedom Mortgage. Freedom Mortgage is conducting negligent business practices, common-law fraud, unjust enrichment advertising practices, all while subjecting its customers to privacy law violations, putting customer credit and identity profiles at risk.
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| 02/11/2021 |
Yes |
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Web |
Older American, Servicemember |
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I purchased my home in XXXX XXXX 10 years ago ) and have taken advantage of Refinance offers to lower the interest rates at least four times. The last time was XX/XX/XXXX to 2.75 % with XXXX Mortgage XXXX XXXX XX/XX/XXXXXXXX. The interests dropped again 6 months later and XXXX sent me solicitations to refinance. I bit the hook and began a VA IRRL Streamline REFINANCE. It was soon after I began the documentation that a MrXXXX XXXX XXXX decided that as a " woman '' I couldn't be a veteran and became difficult. We finally were SET to go to closing after THEIR Chosen Title company completed the so-called title search in XXXX. When I complained of the pushback, he pushed me off to one of their other companies FREEDOM Mortgage. So the process was STARTED over again in XXXX. The interest rates advertised were 1.75 %, 1.99 % and 2.25 %. As soon as they " spoke '' with me over the phone, they could only offer ME 2.25 %. However I kept getting their mailers that the rate was 1.75 %. I wanted the lowest rate available naturally. AGAIN I was denied. In the meantime, we move forward with FREEDOM to go to closing. Freedom decided that I ( A woman VETERAN ) could NO LONGER be eligible for a VA Refinance and decided to put my spouse XXXX XXXX XXXX XXXX on the note. This was an error and we could could not close in XXXX on the set date because of the erroneous paperwork. They promised to correct it and set a new closing date. They have called me THREE more additional times to CONFIRM a SET closing date of XXXX XXXX at XXXX at my residence. NO ONE SHOWED up. NO ONE called and As of XXXX XXXX, I do have have a REFINANCE loan which started with the Parent company in XXXX with XXXXXX/XX/XXXX. I believe I am being discriminated against as a FEMALE ( gender discrimination ) and racially ( as a XXXX female ) and as a Veteran. -- - This company has sold my information to others and I have been getting solicitons from other Mortgage lenders who " without my approval '' pulled a Hard inquiry on my credit report. This company XXXX XXXX also stated that on XXXX XX/XX/XXXX that my FICO score was XXXX which was NOT true for XX/XX/XXXXor XX/XX/XXXX My SCORE was XXXX and ABOVE for all three activities. Of course FREEDOM and XX/XX/XXXX claimed that they could NOT give me 1.75 % ( lowest rate ) due to my credit score which was an Excellent score. My score now is above XXXX ... There is NO excuse for this poor service and I believe this is HORRIBLE treatment. It is costing me more money and I need to be compensated.
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| 01/12/2023 |
Yes |
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- Struggling to pay mortgage
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Web |
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I was a XXXX XXXX XXXX and was going through a XXXX in XXXX when I went into forbearance. I struggled in a tough market and decided to take my safe test and get into mortgages to have more job security. I started a home modification last year with freedom mortgage along with submitting info to XXXX in hopes of getting back on track. Ive been back and forth with freedom mortgage. XXXX set of docs they sent out had my ex husbands name and I said he was not on the deed and needed to be removed and sent in deed to show he was not on XXXX said I was still protected in loss mitigation. This has gone on for months! I kept following up monthly with a different banker giving me the same story that I was protected. I got a statement in XXXX to make a payment and I called to do so and the banker told me a different amount then what I had and gave me some story. Then said I didnt need to make the payment at all as I was still in mitigation. I went ahead and paid {$1500.00} as it was the holidays and figured I was still protected that I could use the extra money for XXXX. My docs came in and I signed and had had them notorized thinking my XXXX payment would be XX/XX/XXXX. I called to make my new payment and was told I was to start making those payments in XX/XX/XXXX and owed around XXXX on top of my new XXXX XXXX. I immediately asked to speak to a supervisor and was directed to XXXX XXXX who said he would be my point of contact since no one was giving me the correct info. A few days after I spoke with XXXX I received intent to foreclose on my home and I reached out to XXXX who said it was a standard letter not to worry. Ive reached out to XXXX multiple times since trying to get updates regarding the XXXX and no response. I received new docs to sign this wk to sign with my XXXX XXXX name again on the statement. Since I had sent XXXX additional emails to XXXX with no response I sent another stating that I would go above him if I didnt get answers as to whats going on and still no response. I reached out to XXXX back in XXXX where my status as of XX/XX/XXXX still says under review and they responded to be patient. I just want to keep my home for my children and pets and no one seems to have it together or no whats going on at freedom. Clearly if I had XXXX at this point Id pay it! XXXX reaching out to you along with speaking to an attorney tomorrow who Ive obtained through XXXX XXXX who I work for now in hopes to get this settled as its very unsettling and causing me nothing but stress!
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| 11/06/2020 |
Yes |
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Web |
Servicemember |
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In XX/XX/2020 we entered into an agreement with Freedom Mortgage to refinance our home utilizing an IRRL. From the onset, we discovered that the loan estimate was incorrect, as it included collection of property taxes, when we were not subject to property taxes, due to exemption for XXXX XXXX VA XXXX. We asked to have it fixed, it was never fixed.
We were contacted over a period of weeks reference the errors, by underwriting and we provided all the necessary documents and presumed the issue was resolved. We were contacted in early XXXX to set a closing date, XXXX XX/XX/XXXX. At that time we expressed the need to have final disclosure documents. We were assured we would receive them, so we set a closing date, but did not receive final disclosure documents.
The night before our scheduled closing we were contacted by the notary and we cancelled closing, based on the fact that we had not received final closing disclosure documents. I placed a call to Freedom Mortgage and was referred to an Escalation Specialist, XXXX XXXX who took our concerns and agreed to have the errors fixed. She asked for a week, and a week turned into months ; no action was taken.
In late XX/XX/XXXX, XXXX XXXX, the loan originator reached out to us and said he had received news that we wished to withdraw our loan application. We expressed to him that we had not, and explained we were waiting on Freedom Mortgage to fix the errors we had described.
On XXXX XX/XX/XXXX we received notification our loan was approved and that we should schedule closing. Therefore we called to schedule closing. We expressed to the agent that by law we should receive the final disclosure documents no later than 3 business days before closing. We were told by the agent, that it was not by law, it was by request and we needed to request those documents if we wanted them. We made an appointment for closing on XXXX XX/XX/XXXX. Later, we were transferred to XXXX XXXX and placed our request for the final disclosures. She assured us, that we should receive final disclosures by XXXX XX/XX/XXXX and she agreed to call us on XXXX XX/XX/XXXX to go over the disclosures. We did not receive disclosures or a call from Ms. XXXX.
On XXXX XXXX we were contacted by the notary, to verify closing. We informed her, that we had not received final disclosures and that we would not be closing on XXXX XX/XX/XXXX, as scheduled. On XXXX XX/XX/XXXX, we sent an email to Freedom Mortgage withdrawing our application to refinance our home loan with their business.
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| 12/30/2023 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
- Changes in loan terms during the application process
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Web |
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I have a mortgage loan from Freedom Mortgage. I received an unexpected call from Freedom Mortgage XXXX XXXXXXXX XXXX XXXX. XXXX XXXX. He had advised that Freedom Mortgage was the proactively offering me a refinance offer due lower rates with FHA and that it wouldnt cost me anything, and with no closing costs. I told him this all sounds great but it sounds too good to be true. He said they were offering this so I wouldnt refinance anywhere else. That night I went through all of the paperwork and signed the okay. Two-three days later I receive a document requesting that I sign an agreement approve an increased loan amount. I did not sign as it was a redflag to me. After trying to get a hold of XXXX XXXX via email and my credit personal loan phone for a few days, he finally answers from my work number. I address my concern and he tells me that at the time of closing, the numbers will make sense again. The closing documents will reflect what he had told me in the original call. He tells me I dont have to sign this new document. I hang up and decide just to play it by ear. A few days pass again and I get a notification that its time for closing and I receive another document ( estimated closing cost ). Again nothing matches what he says. After several more emails and calls go unanswered, XXXX XXXX calls me back. His name is XXXX XXXX. XXXX acknowledges that he reviewed the calls that I had with XXXX and that he had misinformed me but it was just a simple oversight. I point out that XXXX had multiple opportunities to tell me he was misleading me ( point blank saying it sounded to good to be true/whats the catch?, follow up call asking why the document is now including closing costs ). XXXX informs me that my refinance will have closings costs and asks if I want to continue. I tell him no and that there is no way what XXXX did was a simple oversight. He had many opportunities to try and tell me he made a mistake.
My concern is that I luckily caught it in time. How many other times has XXXX/Freedom Mortgage done this and gotten away with it? These are just predatory practices. Especially given that if you got a loan in the past year, your rates are real high and most lenders people want to improve it. If I hadnt caught it, I would have got a better rate but when rates really do lower, I would have a hard to refinancing again due to the closing costs at the expense of my equity. How many people have been scammed into this? Please look into this. I am so disgusted with Freedom Mortgage.
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| 10/06/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
- Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
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Web |
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In XXXX of XXXX Hurricane XXXX struck Florida leaving significant flooding, property damage, and destruction in the wake. My account was current on this date.
On or about XXXX of XXXX I contacted my mortgage servicer, Freedom Mortgage Corp. to let them know I was adversely-impacted by Hurricane XXXX , I would be delayed in making a payment and was considering forbearance.
In XX/XX/XXXX I formally entered into a forbearance. That was a 90 day forbearance.
Also note, in XX/XX/XXXX Hurricane XXXX struck Florida.
In XX/XX/XXXX I called Freedom mortgage to request a forbearance extension.
On or about XX/XX/XXXX I was advised I would be entering into a forbearance for Hurricane XXXX.
I contacted Freedom Mortgage on no less than XXXX additional occasions to let them know the impacts were still present I requested forbearance extension.
In XXXX of XXXX, I was advised Hurricane XXXX forbearance could not be extended and I was automatically entered into a COVID-19 forbearance, this was done without my direct consent.
I made it clear to Freedom Mortgage at this time I was throughly confused because they were advising Disaster forbearance for Hurricanes XXXX and XXXX could not be extended beyond 90 days as a matter of my investors polices. My mortgage is owned by XXXX XXXX and their servicer guidance clearly provides for extensions of up to 1 year for Disaster forbearance. I asked for a clarification on this point and to be informed whether this is an overlay by freedom mortgage, an oversight, or if there was information relating to servicing I was missing.
At the end of my covid forbearance in XX/XX/XXXX, I contacted Freedom Mortgage to request an extension of my forbearance status as I was impacted by Hurricane XXXX as well. Again on this call I made a request for information as to the justification for only providing 90 days for the other two, XXXX and XXXX - Disaster Forbearances. I still have not been provided a comprehensive explanation for this point. I was provided information at XXXX point stating Freedom Mortgage had to follow FEMA 's guidance. The XXXX representative seemed to indicate FEMA had some form of governance over how long a forbearance could last. This is also contradictory to the XXXX XXXX guidance on their website for Disaster forbearance.
I am seeking the CFPB 's assistance in helping me to obtain additional forbearance time and remedy Freedom Mortgage 's practices of not seeking approval for extension of Disaster forbearance.
Thank you.
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| 07/20/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XX/XX/20 I purchased my home in XXXX PA. On XX/XX/20 I lost that home and mostly everything I have ever owned in a tragic fire. Looking past that, on XX/XX/20 XXXX XXXX issued payment for this loss in the sum of XXXX. The check was made out to both myself and XXXX XXXX. It was subsequently cashed and held in escrow by XXXX XXXX per process. When reconstruction began XXXX XXXX made an initial distribution without issue. The requirement for further distributions would be progress inspections. Distribution amounts would be based on % completed until all funds were distributed. However before another distribution was needed the mortgage was sold to XXXX XXXX. It then took XXXX XXXX two months to get their paperwork in order, order and perform a progress inspection and make another distribution. In similar order, before the next distribution was needed the Mortgage was again sold, this time to Freedom Mortgage which brings us to the present. I have been working in excess of 3.5 months trying to get Freedom Mortgage to get their ducks in a row to no avail. After dozens of phone calls and dozens of emails they are now requiring documentation ( contractor bids and contracts specifically ) that do not exist. The previous two Mortgage companies did not require this structure and as such it was never established. The other Mortgage companies required progress inspections which successfully took place resulting in distributions. I simply can not provide Freedom Mortgage with this information/documentation as previously stated because it does not and never existed because it wasn't required from the beginning. Additionally there isn't one general contractor, there are dozens of individuals working on this project, none of which are from large firms. I have no way of going back in time to satisfy this need of theirs that was never previously required. They are the third company that has held this mortgage since the fire and I don't see what gives them the legal right to withhold my funds needed to finish rebuilding my home because they want to change the process 11+ months in. I need the remaining XXXX to not only finish construction on my home but to also pay back my savings that I have effectively drained floating this project along during these unacceptable delays. This is now bringing construction ( the final stages ) to a stop as I have exhausted my savings trying to keep construction moving along and keep everyone paid throughout these unacceptable delays caused by Freedom Mortgage.
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| 03/15/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I'm currently going through a war on XXXX XXXX and have had to go through XXXX XXXX the past 2 years so my tolerance level for the amount of stress that this has caused me isabove and beyond my abilities. We do not get the best phone reception here. Wepurchased our forever home on our XXXX Wedding anniversary XX/XX/XXXX. We hadbeen with XXXXXXXX XXXX making our biweekly mortgage payments until XXXX when our loan was then sold to XXXXXXXX XXXX. In order to be a part of thebiweekly payment program, you had to have paid a month ahead on your mortgage, so atthe time of our loan being sold : Our next payment due was XX/XX/XXXX. I have a copy of thelast mortgage statement sent to us from XXXX XXXX reflecting this and will attach.When XXXX took over our mortgage they insisted we were due for XXXX XXXX. We tried to contact them several times via phone and were unable to get anyoneto understand they had the payment information wrong. Additionally, Our mortgagepayment changed financial amounts when being transferred to the amount we were toldwas due if we did not pay the escrow shortage. ( we have proof we paid the escrow shortageto XXXXXXXX XXXX ) We continued to make our biweekly payments to them : for 2 months ( 4 payments ) and in XXXX XXXX we received a letter from Freedom Mortgage stating our loanwas getting sold to them and we were due for the XX/XX/XXXX payment. I have been in contactwith Freedom Mortgage giving them copies of our bank statements showing all paymentsmade for the 2 years, Copies of XXXXXXXX XXXX XXXXXXXX, copies of the mortgage statements.The response given to us was that they did not start servicing our loan until XX/XX/XXXX andwe would need to work it out with XXXX When we contacted XXXX with all ofthis information, who still has not provided us with a 1098 for the 2 payments made XXXX and the 2 payments made XX/XX/XXXX. They advise us they can not do anything as theysold the loan to Freedom mortgage and we would have to work out payment problems withthem as they own XXXX now. I've spent hours trying to resolve this on the phone aswell as through email contact. Freedom Mortgage is now rejecting our mortgage paymentsbecause they say we are several months behind and have also sent us a letter saying theyhave reported us to the Credit Agencies for nonpayment! Our records show that we are duefor XX/XX/XXXX!! Please Let me know if you are able to help with this horrifying problem and ifnot, whom we should contact. Thank you kindly in advance, Make it a great day.
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| 01/21/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Freedom Mortgage ( FM ) mishandled my escrow account : In XX/XX/XXXX, FMrecorded & paid wrong amount for my homeowners insurance from escrow. Paid {$2700.00} to XXXX XXXX XXXX XXXX for my homeowners insurance from escrow acct ; correct amount due was {$1.00} XXXX. I caught the error in XX/XX/XXXX & contacted XXXX to fix it. They transmitted the correct policy amount to Freedom Mortgage of {$1900.00} & reimbursed me {$790.00}. In XX/XX/XXXX, FM sends annual escrow statement and it contains erroneous {$2700.00} payment used to calculate new mortgage payment. As a result, my monthly mortgage payment increases by {$140.00} as they believe there is a shortage. I contacted FM by email & direct message on XX/XX/XXXX of the error & please fix it as it caused my payment to go up effective XX/XX/XXXX. Received a reply it will be researched & reply by XX/XX/XXXX. Never heard back. On XX/XX/XXXX I called & was getting run around saying can't get answer til do another escrow analysis & now it's XX/XX/XXXX for next reply. I stated that was unacceptable as my next mortgage payment is due before then. Please give me to supervisor. Put me on hold for Escalation Dept and was on hold XXXX min when they disconnected my call!! I had to call back & go thru whole thing again. Was on hold another XXXX minutes before got to Escalation Dept. She tried to tell me I was wrong & we went back & forth until she brought the insurance department into call. Took another XXXX minutes explaining the error to them & finally they offered to request new escrow analysis on XX/XX/XXXX. I asked if that will be in time to be reflected in my XXXX payment & she couldn't say... I asked if I would be contacted of the results & she said I can just keep checking the website to see if it shows up and eventually will receive notification by mail. I was on phone from XXXX am - XXXX!! This is a recurring them with FM.. can't get someone to help that's knowledgeable, get a different answer each time you call, promises to reply by specific date go unanswered, employees try to tell you you're wrong & just wait it'll get fixed, no offer to provide a dedicated phone number for help when the problem doesn't get fixed by date indicated, no apology for the error, shouldn't take that long to correct an account error, no urgency or concern that my mortgage payment increases by {$140.00} a month because of THEIR mistake & no urgency to fix it!!! This company needs serious oversight & to be audited by investors XXXX XXXX and XXXX XXXX
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| 02/26/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I got a letter in the mail ( see attached ) saying my mortgage payments were going up but the letter didn't offer any clear reason why. The numbers they presented actually indicate that I would have overpaid, e.g. the " what we estimated to pay out '' amount is actually lower than " what we paid out. '' There are asterisks in Part 2 that don't match the description of what it should indicate - e.g. it says it indicates a discrepancy between an estimated amount and an actual amount but no such discrepancy exists. Additionally, there are numbers for county tax and property tax payments that don't match their estimates - either the estimate is XXXX or the payment is XXXX. This results in a statement printout that doesn't even attempt to explain why I'm expected to start paying more money.
After a quick review of customer feedback online it's clear that Freedom Mortgage is very, very unpopular with its customers. I am truly worried that the company is trying to skim money from me, especially considering they designed, printed, and released a statement that doesn't offer proper justification and appears to be intentionally confusing. I tried to call their customer service number and after trying to navigate a phone system that is not user-friendly and provides endless menus with no ability to navigate, I tried pressing " XXXX '' and was told I would by on hold for 56 minutes to speak to a representative. The combination of a very poorly designed statement asking me to pay extra without proper justification, terrible user reviews, and a phone system that appears intentionally designed to frustrate and deter customers leads me to suspect that something is amiss at Freedom Mortgage and I'd like you to investigate.
Mortgage loan buyers are unique in my experience that I have to interact with them despite having no freedom of choice or transparency in the process by which Freedom Mortgage acquired my loan. A review of customer experiences online indicates that a terrible customer experience is the norm and no reasonable person would choose to do business with Freedom Mortgage intentionally. But because they bought my loan and there was nothing I could do to stop that, I am forced into doing business with a deceptive company. I've had good experiences with CFPB in the past in getting student loan payments counted when XXXX was fraudulently trying to deter me from doing so. I thank you for that and would greatly appreciate the same thoroughness in dealing with Freedom Mortgage.
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| 09/25/2020 |
Yes |
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- Struggling to pay mortgage
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Web |
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This complaint is a continuation of a previous complaint XXXX Complaint # : XXXX ) on Freedom Mortgage initiated on XX/XX/XXXX. The company made an inital reply on XX/XX/XXXX and closed it with their version of expalnation, which was under no circumstances is acceptable. We provided our counter explanation on XX/XX/XXXX, but it was just posted as feedback and not allowing for further probe and resolution. Here is the continuation of our appeal ( Complaint # : XXXX ), with detailed explanation as to why this needs to resolved as we are in dire straits due to Freedom Mortgage negligience which has caused us financial peril and harassment in this time of pandemic.
Since XX/XX/XXXX our mortgage payment increased by XXXX dollars per month and since the time of notice on that ( around XX/XX/XXXX ) until just a few weeks ago in XX/XX/XXXX, we never had an clear explanation of the increase in payment.
On XX/XX/XXXX an escrow analysis was done bhy the mortgage company and they determined a escrow surplus of {$6900.00}. We had no knowledge of the escrow anlysis nor we received any surplus check from the mortgage company. In XX/XX/XXXX, another escrow analysis was done when they determined that I was in escrow shortage, and my monthly payment from XXXX XXXX will increase by {$800.00}. This is a very large amount per month, so we inquired with mortagage company but never got any clear explanation for the next 6-7 months. While we waited, every month we were getting chaged the increased mortgage payment and no one cared to explain this exorbitant hike in the monthly payment. In XX/XX/XXXX I was incidentally provided information that a check of {$6900.00} was issued to me as escrow surplus in XX/XX/XXXX, which I never received. We requested the check and got it a month later in XX/XX/XXXX. We then requsted a new escrow analysis but the company denied to do so until XX/XX/XXXX. We then approached CFPB whihc forced them to do an escrow analysis in XX/XX/XXXX when it got revealed that about $ XXXX was paid out of the escrow for city tax causing shortage. We were probing for analysis and explnation for 6-7 months and all this time I was charged the {$800.00} higher payment whhc has kept us delinquent till date. If we woud have knwon about this and had the check 6-7 months ago we would have deposited back the check and this whole fiasco could have been avoided. Now this negligience and harassment has kept us delinquent till date, and now we have to pay a lot of money to become current.
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| 07/22/2021 |
Yes |
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- Trouble during payment process
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Web |
Older American, Servicemember |
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In XXXX of 2021, I received notice that my escrow account was short $ XXXX. I was offered the option of paying it all at once or in payments. I paid it all at once and figured that was the end of it. The representative made no reference to an increase of funds being necessary. It turns out that my homeowners insurance policy has increased by {$63.00} a month. I was not aware of it and continued making my normal payment.
Within the next 30 days or so, I received notice that somehow, I now was in arrears a full two payments, which was not correct. I contacted Freedom Mortgage and spoke with a representative who advised me that I was in arrears for the increase. They took a payment for the increased amount, and I figured we were square. Unfortunately, I was then contacted again and told I missed another increased payment. I had already made the automatic payment with my bank, but it apparently did not get increased. I then made a payment for two months increase without speaking to anyone further. I never argued with them and they never indicated that the payments were considered late. I PAID THEM IMMEDIATELY UPON RECEIVING NOTICE!!
Without any notice or contact, Freedom Mortgage then reported to all 3 credit bureau 's of an alleged late payment. I never missed a payment and paid every increase I was made aware of. I was never out of contact with Freedom Mortgage and was never threatened with credit coercion, as they have now committed.
Prior to this endeavor, my credit score has been XXXX, for years. I use my credit quite often, which is how I make a living. I have never missed a payment or been late for anything. I contacted Freedom Mortgage and they have advised me to " pound sand ''. I have spoken with representatives and supervisors, who all say because the impound increase did not get paid in a timely manner ( although they never advised me as such ), they would NOT remove the " late payment '' report - even though they were made aware that it took my credit from " excellent '' to " poor '' overnight. They have made it clear they are prepared to cause me financial hardship for the next 7 years.
If I were indeed the type of person to miss payments and had a history of such, I could understand Freedom Mortgage 's insistence in trashing my credit. Instead they are exhibiting cold and callous behavior to one of their customers. At the very most, this was miscommunication between their representatives and myself. Absolutely no reason for them to crucify a customer.
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| 12/18/2020 |
Yes |
- Money transfer, virtual currency, or money service
- Refund anticipation check
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Web |
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On XX/XX/2020, we conducted a real estate closing and wired a payoff to Freedom Mortgage Corporation in the amount of {$460000.00} to payoff loan number XXXX. A duplicate check was erroneously sent to Freedom Mortgage. Freedom Mortgage on XX/XX/2020 and was tendered for payment on XX/XX/2020 in the amount of {$460000.00}. We notified the escalation team of Freedom Mortgage on XX/XX/2020 of the issue and were assured the check would be returned to our firm.
Upon being notified of the tendered check we have been in constant communication with representatives of Freedom Mortgage to no avail. Instead, they applied the funds to a different account known as Loan # XXXX On XX/XX/2020 we were transferred to XXXX XXXX at extension XXXX and we were informed that the error of the duplicate payment was resolved and we would receive a wire within 24 hours ( XX/XX/2020 ). The funds were not received and we were unsuccesful in attempting to communicate with Ms. XXXX.
On XX/XX/2020, I spoke to XXXX ( ID XXXX ), and he was receptive to my explanation and we were assigned a new escalation member to assist us. The escalation team member that we are currently working with is XXXX ( ID XXXX ) at extension XXXX. She informed me that she reviewed the file and asked for 48 hours to review the matter.
On XX/XX/2020, after not receiving any communication from XXXX, I called Freedom Mortgage and spoke with XXXX ( no ID given ) and she was able to connect me with XXXX. XXXX stated that we should be receiving a wire transfer containing our funds for the full amount of {$460000.00} by the end of the business day. Once again, we did not receive a follow up call from XXXX nor did we receive the wire transfer.
Today, XX/XX/2020, I contacted Freedom Mortgage again to receive some sort of explanation. I explained the situation to XXXX ( No ID no given ) and she transferred me directly to escalation team member XXXX ( IDXXXX ) who stated she would contact XXXX and have her call us.
Please note that these funds belong to our firm and are necessary for the operation of our firm. To date, Freedom Mortgage has acknowledged receipt of the funds but has failed to release the funds or provide any explanation as to why the funds have not been returned to us. The monies belong to our firm and are essential to the operation of our Firm 's service to the public.
XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX ( O ) XXXX XXXX XXXX ( C ) Attachments contain proof of outgoing wire transfer and tendered check
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| 04/25/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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We purchased a home in XXXX XXXX and financed with XXXX XXXX. We voluntarily set up an escrow account for our property taxes and insurance. According to our closing disclosure which I have attached, the last page and paragraph of that document indicates that we may be able to cancel our escrow account and if we do, we would have to pay the property taxes and insurance on our own which is what we intend to do. Since we are a new development and one of the first homes sold, our local County has not come out to access what the actual property taxes would be and the projected tax amount is an estimate only. Until then, we do not feel comfortable handing out over XXXX a month to a bank where if it was in our control, we could at least earn some interest on it. Since we live in a new development, the taxes have not been assessed. We are only paying on the land until the county comes out to assess. The next tax payment due is XXXX. Our home owner 's insurance is paid in full for 1 year. Freedom mortgage has over XXXX in unused escrow funds. We were advised by Freedom Mortgage we can opt out of the escrow account since it was voluntary if I sent a request in writing to them and could provide proof that we had enough in savings to make the next property tax payment. I provided that info to them on XXXX/XXXX/XXXX. I called and asked them the status of our funds on XXXX/XXXX/XXXX and I was told I would have an answer on XXXX/XXXX/XXXX. I called on XXXX/XXXX/XXXX and was advised my request was denied due to lack of payment history since we have only had this loan for a short time. This is not in my loan papers. Again, we were advised on XXXX/XXXX/XXXX by Freedom Mortgage, since the escrow account was voluntary and I had funds, we would have our unused monies returned and the escrow account cancelled. I was also told an escrow review would take a week. When I called back a week later, I was told it would take 30 days. I called back on XXXX/XXXX/XXXX and was told to call back in another week. I was then advised on XXXX/XXXX/XXXX that the only way to get out of the escrow was to refinance which is ridiculous as the refinance charges would cost around the XXXX I have in unused escrow monies We want our escrow account stopped and our unused monies returned to us at once. I was promised a call back by a supervisor " XXXX '' and never received one. I asked to speak to the escrow department and was advised that they did not accept outside calls. This is predatory lending and unjust.
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| 06/28/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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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.
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| 07/07/2020 |
Yes |
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- Trouble during payment process
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Web |
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1. On XX/XX/2020 Mr. XXXX XXXX NMLS XXXX contacted me to offer a reduction on my interest rate without a credit inquiry or documentation. I complete some information and signed what it was sent to me after I received documents to sign from XXXX XXXX XXXX title company. I was instructed not to pay XXXX and save it because like half of my monthly payment will be use towards closing. Time passes by an no words from the company. I called several times and Finally I spoke with XXXX XXXX.I explained to her and she told that the file expired but she can take a new application, I accepted and she offered a better interest rate actually 3.00 %, completed everything and to the same title company, time Past by and then I received a letter saying that I was past due on my payment.
I called, explained and the Associate told me that in order to proceed and set up the closing I have to pay so I pay immediately two months XXXX that it was already late and XXXX. After Ms XXXX XXXX contacted me and ask me for a copy of my bank account statement and then a letter explained why my ex-wife was on my account, I did that immediately. Here was XXXX and a complete silent. Early on XXXX someone called me and told me that the closing was on XX/XX/XXXX XXXX : XXXX in my residences de that a notary will contact me with the amount I need to bring for the closing.Here is XX/XX/XXXX no body reach me so I called the notary person and he told me dont know the figures yeah. I called again near XXXX : XXXX and the notary told that just got the closing package and the amount to the closing over {$4000.00}. It was a huge surprise to me because I was told something about {$1700.00}. Obviously I wasnt prepare for that amount. So the title company contacted me and told me that the will send an urgent note to the Freedom Mortgage to contact me ASAP and never happened. I had been calling several times waiting for hours and the people I finally speak with the seems to not know nothing and not help at all. I doy know what happened with that Loan process, I have a late fee and most important I was reported to the credit bureau for late payment. I am asking the company to remove that late payment from the credit bureau as well to reimburse me the last late fee because I never asked to refinando I follow the instruya de not to pay. I need your help becau I Dont know to who I can talk in that company that gave some kind of understandable answer. The company again is Freedom Mortgage and my loan number is XXXX
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| 01/20/2020 |
Yes |
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- Struggling to pay mortgage
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Web |
Older American, Servicemember |
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Freedom mortgage has violated RESPA, due to The fact that they were still working on a Modification on my VA loan. Apparently on XXXX the XXXX at XXXX XXXX. I have complied with all request of all documents necessary to continue the modification if anything they lose paperwork paperwork doesn't get Uploaded nothing can be done by anyone you don't know who to speak to ever there's no communication as to what's going on on the loan it's always it's there being worked on what's being worked on is my question definitive answers I never get is like I'm just sit there waiting to be thrown out of my home because of their lack of communication and because of the incompetence of getting documents to the underwriter who nobody can never speak toTheir attorney place my home are in option on XX/XX/XXXX at XXXX XXXX. This is in violation Restaurant because a service or can not place my home in a pro closer status when there is still no commitment no resolution on the modification I was told to send paperwork on the XXXX and it was due in XXXX and I did I have confirmation that both those were received at freedom mortgage corporation at their loss mitigation department.
And today I received a letter and I will attach it that they placed this in a pro closure position on to proceed with the upper closure on my property on XX/XX/XXXX.
Freedom mortgage has never been transparent with me has never given me reasons why I was declined they will not re view any types of alternatives or have they offered me a trial payment. On my mortgage.
From the inception of this which was in XXXX of XXXX they have been telling me that it is being modified which was not true they were not doing anything other than let me get more and more behind on this mortgage I offered them payments in XXXX of XXXX they told me not to worry that it would be placed at the end of the loan that was not true.
I believe that freedom mortgage has been just letting my long go until I got into a position Of bean for close just like all the other people that were hurt by XXXX XXXX XXXX and all these people lost their homes because nobody was working on a modification there was just let him slide there is no communication with freedom mortgage nobody ever knows what's going on all they ever tell you is not to worry will now I worry because now I'm getting paperwork I don't have any place to go they have not completed my modification so now what I am serious this company needs to be investigated on this Matter.
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| 11/11/2019 |
Yes |
- Mortgage
- Other type of mortgage
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Web |
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I have been contacted several times by a particular agent with Freedom Mortgage, XXXX XXXX XXXX. ( ID # XXXX ). This particular person contacted me asking if saving {$20.00} or {$75.00} on my mortgage payment monthly sounded like a good savings. I replied and told him neither as I would not be interested unless I could save about {$200.00}. He then proceeded to ask what I would like my payment to be at. I responded and said below {$100000.00}. he came back and said what if I could do {$1000.00}, I said no. Then he said about $ XXXXI said no. then he said {$990.00}? I again said no thank you. He proceeded to tell me about the loan process and refinancing option that I had. I kindly told him that I was looking around at other mortgage companies because Freedom Mortgage screwed me over about a year or so. I told him what happened and he said that he can assure it would not happen to me this time around. I told him I was weary based on the information he was providing me around the escrow analysis process. ( This is how I got XXXX last time ) He offered to send me the documents to review the numbers and terms of the loan, I said great. Mind you throughout our conversation he kept saying " I don't think you understand what I am saying, let me re-explain '' he said this about three or four times throughout our conversation. He was not listening to my questions nor what I was saying because he had tunnel vision of a possible close on a refi. I had to tell him three times to get off the phone to send me the documentation and I would be in touch. He kept going! What part of I am not interested at this time don't you understand. I finally hung up. I got an email that says, please review and sign your loan documents. WHAT?! I didn't agree to anything first of all. I can not view the documents unless I start signing them. Then I got a follow up email that says " URGENT- reminder to e-sign your loan documents '' I AGAIN can not view anything without signing documents. I am so disgusted with this company at this point and how aggressive this person was then lied to get the loan documents in my email and con me into signing something I said multiple times that I didn't want to do. I can not wait till rates come back down, because I am done with them. I will not be treated this way nor be conned into something I said I didn't want to do. I want to ensure there is no loan documents in process. I do not want to refinance and I would prefer they stop cold-calling me and lying.
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| 07/25/2023 |
Yes |
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- Trouble during payment process
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Web |
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I am trying to rectify the payment issue with my mortgage company, Freedom Mortgage. In 2018 my husband filed bankruptcy, but I did not. He also did not include the mortgage in the bankruptcy when it was filed. For the past 5 years every time I would call I was told that no one could speak to me because the account showed a bankruptcy. Back in XXXX of this year my husband paid the XXXX mortgage and didn't make another payment until XXXX. Around this time we were in the process of switching insurance companies because our current one was no longer writing policies in Louisiana. We found another insurance company, XXXX XXXX and the policy amount was XXXX. Freedom sent a check from my escrow account to XXXX, but I eventually found a cheaper insurance company. Another check was sent to the new company in the amount of XXXX. I received the XXXX back from XXXX XXXX and called Freedom to ask about what I should do with the check. I was told that I needed to mail it back to freedom so they could put those funds back into the escrow account because the account was showing negative XXXX + XXXX the amount for both insurance premium. I sent the XXXX back to Freedom. I called Freedom back to see if they had received the check and that it needed to be applied to the escrow. I was told that even they could not speak to me because of the bankruptcy, even though the bankruptcy wasn't in my name. They applied the XXXX the missing payments and increased my monthly payments from XXXX to XXXX to included the XXXX that the escrow was missing. I called and finally got someone else to talk to me and asked if they could just back date the mortgage payments that were made with the escrow money and I would just make the missing mortgage payments out of pocket. Well, they backed the payments up and reapplied the XXXX to the escrow but my monthly payments didn't decrease back to XXXX. They have the XXXX back in escrow but still charging me for it in my monthly payments. They are getting the money twice and I don't think its right. I am now behind on my mortgage by over XXXX and it shouldn't be that much. Once that put the XXXX back in escrow my payments should have decreased back to XXXX. I am aware that I owe for the months that they backed the XXXX off but my payments shouldn't still be XXXX. I have called and now I can get someone to talk to me because after 5 years they have now figured out that I wasn't the one that filed bankruptcy. I just want to be charged what I actually owed.
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| 08/14/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
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Web |
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My home mortgage loan was bought out by another company ( Freedom Mortgage ). I would usually pay the loan a month or two in advance with my former company and the process worked fine. When the new company FREEDOM Mortgage took over my loan and I continued the same process of paying the loan in advance, instead of applying my payment to my regular loan, they applied it to my principal and later reported that I had not made my payment on time. I had payed on time but they did not apply my payment correctly. According to my credit report that I am sure they reported erroneously, I did not make a payment in XX/XX/XXXXwhich has hurt my credit score. They have reported the same exact thing in XX/XX/XXXXwhich is another error. I did make that payment! They need to fix these errors that they are making because of their faulty book keeping and reporting practices. I need to have the late payment report from both XX/XX/XXXXand the no payment of XX/XX/XXXXreported truthfully. It was not until this week that I finally cleared this up with the loan company Freedom Mortgage. Initially the person I had talked to on the phone told me that if I sent the payment to a specific address, that it would be handled by a real person and not an automated system. on a subsequent phone call I was told that all of the payments were done in an automated system It was only after speaking to a supervisor at the company ( because the regular person on the phone couldn't help me ) that he finally said that he is going to place a notice on my account so that payments made up to three months in advance are credited as a payment for my loan rather than an extra principal payment. He said that a small percentage of clients do pay early ( as I do ) and have this notice placed on their account. It has taken Freedom Mortgage all of this time to finally do something about this. I hope they do the right thing and change my report and remove the late payment entry. They said on the phone message when you call them that they " record phone calls for training purposes '' so the entire conversation is on record with them if you would like to investigate it. I am so disgusted with the service from this company. It has only brought me stress and made me waste time on the phone with them. I will report in the future if they did the right thing or not. If nothing is written as a follow up to this it means they have not corrected the situation and screwed up my perfect credit because of their incompetence.
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| 06/08/2017 |
Yes |
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- Trouble during payment process
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Web |
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In XX/XX/XXXX Freedom Mortgage became my mortgage provider. I immediately went to their website www.freedommortgage.com where I made all my monthly payments.
And then sometime in XXXX , I received a letter from them advising me that they were taking back the loan service from a loan servicing company. This did not make any sense or difference to me because my payments have always been made and will continue to be made from the same online portal. My payments have traditionally been due between the XXXX and the XXXX of the month. I have never made a late payment ever. See attached payment history. So, on XX/XX/XXXX I went on the portal and scheduled my payment for the month of XX/XX/XXXX as I have done for all other months prior. Unbeknown to me, that is whe n Freedom Mortgage claimed to have taken back the management of my loan from the servicer. In the process of their transition, that XX/XX/XXXX payment scheduled against my XXXX mortgage was never drafted from my account. All of this was without my knowledge. At the end of the month of XXXX , I submitted my payment for the month of XXXX . That payment got taken for the month of XXXX . In the month of XXXX , I submitted my payment for the month of XXXX , that payment got taken for th e one of XXXX . In the month of XXXX , I submitted my payment for the month XXXX , that payment got taken for the XX/XX/XXXX In the month of XXXX , I submitted my payment for the month of XXXX , that payment got taken for that of XXXX . In XXXX when I submitted my payment for the month of XXXX , the payment got taken for that of XXXX . It was not until the month of XX/XX/XXXX that I realized that the initial payment that I had submitted for the month of XXXX was never drafted that I went ahead and made a double payment for that month. In the meantime , Freedom Mortgage has been reporting my payments as late to the credit bureaus.
My question to Freedom Mortgage is this : Was there a payment scheduled on XX/XX/XXXX If so, why was that payment never drafted? Ano ther commons sense question I would like to ask Freedom Mortgage. Why couldnt it dawn on them that in all my payment history, I have never been late and that this is due to their confused transition?
My contention is that Freedom Mortgage is unduly penalizing me for what seems to be their own internal confusion and I will like for this to be fixed.
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| 11/01/2018 |
Yes |
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- Trouble during payment process
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Web |
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Freedom Mortgage has a very, very dated website that is extremely glitchy and won't process payments half the time. I paid my bill online, but it did not go through. I was not aware of this. Freedom did not place one single phone call to me to advise me that they never received payment. They called my husband ( co-borrower ) once, but it was to offer a refinance, NOT to advise him that the payment was late. They have marked mine and my husband 's credit ( which has tanked our scores ), and they will not budge and offer a goodwill adjustment. I have sent them the following documentation : 1. Screenshot of my online browsing history showing I was logged into their system, paying or attempting to pay the bill, before the due date.
2. Screenshot of my checking account balance of the day I was online, with more than the amount available in the account ( which was there, and supposed to go to them ).
3. A copy of my exceptional credit rating, showing that late payments simply do not happen with me.
We have sent multiple emails with the evidence I just described, showing that this was a fluke mistake. We emailed all of the executives, including the CEO. The VP of customer service even admitted, in writing, that their IT department found that the system was down while I was online, yet claims they can't amend the 30 day late mark on our credit as it is illegal. IT IS NOT MY PROBLEM THEY HAVE AN UNRELIABLE AND GLITCHY WEBSITE. There are dozens of consumer complaints on The XXXX ( and XXXX, and virtually every other outlet ) website outlining the same problems I'm having. I have paid my bill on time, every month like clockwork, and they refuse to give me the benefit of the doubt. My loan is all paid up and current, and all we are getting from them is " we can't do that '' regarding a goodwill adjustment. They seriously have the worst website interface I have ever dealt with, and payments do not go through. The fact that they DID NOT CALL ME ONE SINGLE TIME to try to rectify the situation, yet they mark my credit. I have proof this was a big misunderstanding, yet they will not budge. This is very unfair business practice. My credit score has tanked from over 800 to barely 700. It's not my fault they have a terrible, glitchy, unreliable website interface ( that many others have complained about ), and it is beyond incompetent that NOT ONE SINGLE PHONE CALL was made to me to let me know they never received payment. Instead they just wait and then ruin our credit.
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| 05/24/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
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Freedom Mortgage acquired my loan, which was originally held with XXXX. While my loan was held with XXXX ( from the start ) I had automatic withdrawal set up on my account. My payment history was impeccable being that the payments were on auto withdrawal. Unfortunately, when the acquisition of my loan took place ( from XXXX to Freedom ) XXXX cancelled my automatic withdrawal. This cancellation caused my loan payments to default.
Details I had no idea the acquisition of my loan took place, and I also had absolutely no idea the automatic payments were cancelled. Up until XX/XX/XXXX I was operating under the impression everything on my loan was the same as it had always been. I ONLY became aware my loan was in default because I received an alert from XXXX credit bureau stating my score had dropped over 120 points ( based on missed payments from this loan ). Upon receiving the alert from XXXX I called the number provided on the credit bureau, which is when, I became aware XXXX no longer held my loan. Once getting in contact with Freedom Mortgage I was able to sort things out. I immediately paid the outstanding balance, and brought the account current.
Some facts regarding the failed communication need to be put in consideration. I moved out of the property XX/XX/XXXX. Upon moving I had a savings account ( outside of my other personal and business accounts ) set up for this payment. At that time everything on my account was as it should have been excellent payment history, auto withdrawal was in place etc. The fact I had a separate account for this loan is the reason I didnt notice the payments had stopped. Furthermore, due to the fact I no longer lived at the property I never once received a letter or call relating the loan acquisition/cancellation of my autowithdrawl for payment. See attachment for communication notes your representative provided me. Per the notes in the attachment youll see mail was listed as returned to sender and there was no contact made via phone- they had multiple wrong numbers and called them multiple times. Again, had there been any communication this wouldnt have happened. Ive also attached my credit report to highlight the negative reporting that needs to be removed. This horrendous scenario is product of failed communication due to a business acquisition ( Freedom Mortgage and XXXX ) I had nothing to do with. My credit was XXXX prior to this incident, and now Im facing potential business hardships with the drop in my credit.
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| 08/31/2022 |
Yes |
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- Trouble during payment process
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Web |
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on XX/XX/XXXX i closed my loan with XXXX XXXX XXXX XXXX. my loan sold at the closing table to home point financial. my total monthly payment at the time of closing was XXXX this included monthly MI XXXX, XXXX XXXX XXXX of XXXX, XXXX of XXXX and taxes of XXXX per month. my new home was new construction so the property taxes were an estimate at the time to be XXXX per year. when the tax bill came out later that year they were only XXXX per year so naturally i am expecting my payment will go down. my HOI did increase from XXXX to XXXX per year so i expected my new payment should be XXXX in XXXX of XXXX XXXX XXXX XXXX took XXXX from my escrow account and erroneously paid someone elses property taxes. then they sold the loan to freedom mortgage. i had no clue at the time. it was XXXX of XXXX that i became aware that something was wrong. i happened to notice that my escrow account was substantially negative so i went to my sister-in-law, who is a mortgage broker, for guidance. i contacted freedom mortgage and pointed this out and asked them to fix this and they said it would be fixed by XXXX. instead of fixing the issue they reassessed my escrow account and sent me a statement on XX/XX/XXXX saying that my new payment will be XXXX!! i have explained this error multiple times to multiple people at both XXXX XXXX XXXX and at Freedom Mortgage. no one seems to want to fix this. XXXX first said that XXXX made the mistake and would have to reimburse the XXXX but then XXXX said they sold the loan to Freedom so they are no longer responsible for the error regardless that they made it. Freedom keeps saying they are going to fix this but as of XX/XX/XXXX by escrow account is still negative, they have not reimbursed my escrow account. they did reduce my monthly payment to XXXX but this is still NOT correct. my next payment is due on XX/XX/XXXX and this needs to be corrected!! i spoke to XXXX in escalation ( at Freedom ) on XX/XX/XXXX and she assured me, actually PROMISED me that it would be fixed by XX/XX/XXXX. i have been very patient with waiting for all of this to be corrected but that patience has RAN out as they still have not fixed ANY of this! I feel I had no choice but to file this complaint. This is NOT how i expected my first home purchase to go. Freedom did pay the correct tax bill for my property and absorbed the {$14.00} late but that is it. Please HELP ME GET THIS RESOLVED. They are not doing what they keep telling they will do. this is wrong. Thank you
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| 11/21/2016 |
Yes |
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- Settlement process and costs
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Web |
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Was contacted by my mortgage company, who offered to lower my interest rate at no cost to me. After a couple of phone calls, I realized I was actually " re-financing '' my mortgage, not just lowering my current interest rate. I felt this was very deceptive. The first person I spoke to sent me to another person who said she would be my point of contact through out the process. This did n't happen. At every step of the way I was given another " contact '' who would be with me " through out the process ''. After explaining to several " contacts '' that I did not want to finance more than my current principal balance I received my first closing disclosure. This doc was incorrect because they added money to the principal, which I had already explained to several of my " contacts '' I would rather pay for than finance. I was told the docs would be fixed. They then showed up at the closing with the wrong version of the docs. The closing did n't happen. A second closing was scheduled. Another set of closing disclosure docs were prepared. These docs added even more money to the principal which I explained again to my newest " contact '' was n't acceptable to me. After spending 45 mins on the phone with my latest " Contact '', I thought I had finally made the point that I was trying to make all along. I wanted to only finance what my current principal balance was, and would pay for the additional moneys required to payoff the current loan. I was told this would be the interest amount from the XXXX of the month to the date of closing. They would still pay all closing costs. Second disclosures showed up. Once again incorrect. I was told to keep my scheduled closing date as a new set of docs would be drawn up in time for this closing. I never received this third version until the actual day of the closing and yet again the principal amount was now even more.
I am now stuck. If I do n't close I 'm going to have late fees for missed mortgage payments. The missed payments were because my " contact '' told me not to pay them as they would be taken care of once the new loan was closed, which did n't happen. The aggravation of having to explain myself over and over to many different " contacts '' and none of them actually doing it the way I wanted makes me feel like they are trying to scam me out more money than necessary. I do n't want to close this loan but I am now on the hook for late fees. So either way, the 're getting more money out of me than was necessary.
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| 02/03/2016 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
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Freedom mortgage issued me an escrow surplus check on XXXX XXXX 2016. Immediately after receiving this check my insurance agent called and informed me that my homeowners insurance had not been paid. I called Freedom Mortgage with my insurance agent on the line and requested a check be sent overnight. The Freedom Mortgage agent said that it would be overnighted. Several days later my insurance agent called me and informed me that a check still had not been received and that my insurance policy was close to termination. I called Freedom Mortgage back and an associate in the insurance department told me that indeed the request for payment had been denied from Freedom. So she said she would put in another request and this one should go through since the last one was denied. I called Freedom Mortgage the very next day and once again another associate in the insurance department told me that the request had been denied. At this point I asked to speak with a supervisor and I was told that a supervisor was not available. So I hung up and immediately called their customer service department. I told them about my problems and that I had requested to speak with a supervisor buy was told they were unavailable. The customer service associate put me on hold and called over to the insurance department and requested to speak with a supervisor. After thirty minuets of holding, I was connected with yet another insurance department associate who told me a supervisor was unavailable at the moment but that she would try to resolve my issue. After around thirty more minutes talking with that associated I once again asked to be connected to a supervisor and was put on another five minute hold. I was finally connected with a supervisor who said he would request that a payment be sent out to my insurance company. How am I supposed to trust that this payment request wo n't be denied like all the rest of them? So my complaint is : I 've talked to around five to six different people over the last two weeks about my problem. I have had three different requests for payment of my homeowner 's insurance that have all been denied and all anyone can tell me is sorry for the inconvenience. This company has put my home, me and my family at risk and this is unacceptable. An inconvenience would have been the first time I called at this point we are at a severe problem. My homeowner 's insurance is at the point of being terminated because of the negligence of Freedom Mortgage Company.
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| 04/05/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Public record information inaccurate
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Web |
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Freedom Mortgage Corporation took over our home loan in XXXX. Zero issues what so ever payments where made on time. For the first four months my father would call in his payments and they would take them and process them with no issues and my father has even added additional funds for the principal every month. Let 's fast forward to the first incident in XX/XX/XXXX my father called in his payment as he always did got his confirmation number and went about his day. Right away at the end of XXXX I had people coming to the home taking pictures asking if anyone was living in the home. Puzzled and confused we call XXXX and they said no payment had been made for the month so they just wanted to verify someone was living in the home. On the phone I mentioned the confirmation number they took it but said nothing existed. After making the payment I asked if my credit would be damaged because of this and they said they did not know. Right away that was a red flag! After countless phone calls, letters and emails at the end of XXXX my credit report was updated with a deduction in points from XXXX to the low 600 's. After trying to explain the situation they were no help what so ever! all I got was a you should have made that payment on time. Now let 's forward to XXXX! My father had some extra cash so he decided he would make his payment early. I made this payment on XX/XX/XXXX for the amount of {$1800.00} and an additional payment to the principal for {$300.00} a total of {$2100.00} for the next month of XXXX. I kept an eye on the bank account but noticed something strange XXXX only took the principal payment of {$300.00} I called to confirm that and they said that was correct! I asked why?? if I made a payment for {$2100.00}. I remembered what we had already gone thru this so I mentioned this to the operator and she said she saw this exact problem earlier in the week with a different customer. I mentioned what happened to us in XXXX and I told her that it feels as if Freedom Mortgage would love the home back since they really want us to miss payments and mess with our credit. I would happily sell the house back to them!!!!!!! but if the payment system has errors why not change that??? why don't you fix this! I tried to buy my own home but was unable to because of the damage to my credit thats just now getting better. I would appreciate it if XXXX took responsibility for the XXXX up from XXXX and for the one for XXXX or is this plane old sabotage?
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| 07/26/2023 |
Yes |
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- Trouble during payment process
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Web |
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On XXXX, we suffered a house fire. XXXX sent us a check for {$210000.00} to rebuild our house. The check was addressed to us, XXXX and XXXX XXXX, our private adjuster, XXXX XXXX XXXX XXXX, and Freedom Mortgage. We owe a mortgage on our house, and we are not behind in payments. We contacted Freedom Mortgage regarding the check. On XX/XX/2023, we received an email from XXXX XXXX XXXX containing a packet of five forms we were instructed to complete and send to Freedom Mortgage with the endorsed check in order to receive the {$210000.00} to rebuild our home. We sent the completed forms and the endorsed check via XXXX mail overnight to Freedom Mortgage on XX/XX/2023. On XX/XX/XXXX, my husband, XXXX XXXX called the Freedom Mortgage Loss Draft Department and spoke to XXXX. XXXX said our packet and check had been uploaded XX/XX/2023 into Freedom Mortgages Loss Draft Department. He then stated that we would receive our check within ten business days from when the check was uploaded.
Today is XX/XX/2023. XXXX business days have come and gone. Freedom Mortgage gave me a XXXX tracking number created to mail my check. Today XXXX, I called XXXX and they have not received any package from Freedom Mortgage associated with the tracking number. They did confirm that tracking number was generated by Freedom Mortgage XX/XX/2023.
Today I received a message in writing from Freedom Mortgage through my portal on their website stating that my check was mailed to me XX/XX/2023.
Today, when I called to verify this information, XXXX in the loss draft department said the check is being processed and the earliest it would be mailed to us is Wednesday, XX/XX/2023. Also, I haved asked numerous times both in writing and verbally that my processor, XXXX XXXX, call me regarding this matter. No one has called me.
Clearly, Freedom Mortgage has exceeded their timeline of XXXX business days to give me my money. I told them in writing and verbally that I have a XXXX XXXX XXXX daughter who is a XXXX and XXXX. Our house that burned was XXXX accessible. Currently, we are in a rent house that is not XXXX accessible. Freedom Mortgage is also in violation of the Americans with Disabilities Act by denying me the funds to rebuild my home that is accessible to my daughter. I am requesting that I immediately receive my check. Attached is all messages sent and received through the Freedom Mortgage website portal regarding this matter.
XXXX and XXXX XXXX cell : XXXX, cell : XXXX
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| 12/18/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
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Web |
Older American |
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I was issued an insurance check for {$10000.00}. This check required the co-signature from Freedom Mortgage.
In XX/XX/2023, I mailed both the check and the full adjusters report to them. After which I didn't hear anything back from them, or on my file thru the website. I tried by phone to contact someone several times who can help and every time I got delayed, disconnected and hung up on while transferring my call.
On XX/XX/XXXX, they finally responded to my email requests : " Your checks were submitted for endorsement on XX/XX/2023. Please allow 6-8 business days to process and mail. The check will be sent back via USPS which can take up to 14 business days to arrive. '' But they took so long the check was expired before they co-signed it.
On XX/XX/XXXX, I received the now expired co-signed check.
On XX/XX/XXXX, I emailed them stating : " I need to have the replacement check signed too. The original expired and can't be cashed or deposited. You still have all the documentation as I do not have another copy. It is the same claim and amount. How do I send it? '' On XX/XX/XXXX, they replied : " Notes added to claim. Please mail endorsed check to : Freedom Mortgage C/O PFIC Attention : Loss Draft XXXX XXXX XXXX XXXX XXXX XXXX '' After several days dealing with the insurance company for a replacement, on XX/XX/XXXX I mailed it to them.
Only after waiting a long time again and hearing nothing, On XX/XX/XXXX I sent them an email stating : " I sent the replacement check to the address 2 weeks ago. Can you give me an update as to when I should expect it back? '' Then on XX/XX/XXXX, they replied : " We are in need of the full updated adjusters report from your insurance company, please reach out to your adjuster and request a copy be sent to this email address. '' They signed an EXPIRED check, left the claim open for a replacement and then did a 180 and requested a separate full Revised adjusters report with duplicate information that doesn't exist. It doesn't makes sense. They have the original report and nothing changed. The issue is they signed an check that was expiring under their possession and they are supposed to check that along with the documents I previously supplied and enter that information into the claim report. They should have notified me about the check expiring. I told them after the bank wouldn't accept it. It should have been a simple check replacement.
This is unprofessional conduct and results in harassment.
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| 12/28/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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We have two different problems.
The first problem is that our mortgage company changed hands in the beginning of us dealing with losing our home in Hurricane Irma. Because our old mortgage company had already put us in forebearance for XXXX, XXXX and XXXX our new mortgage company accepted those terms. We would like to pay our account up to date but despite numerous phone calls to them asking them to remove fees on our account that are bogus so we can pay up to date they have done nothing. On XXXX XXXX? our account is charged 10 times each a fee of {$1.00} and {$9.00}. When you click on details for this fee there are none. No one knows what those fees are for. We are not supposed to be charged any fees while going through forebearance and refuse to pay our account up to date until our account is fixed.
The second problem is that our new mortgage company was sent checks from our insurance company for repairs to our home. They were overpaid by over {$13000.00}. By law they are supposed to send that overage to me. I was told this by a person in Loss Draft handling our account, our insurance company says they have cashed the check but 3 weeks later they still owe us {$7500.00} acknowledging that in a phone call but having no reason as to why they havent sent it even though I was told it would be sent by XXXX XXXX immediately. Also their insurance claim website says that we are supposed to receive 25 % of our check to help start repairs which is around {$12000.00} and so far have only received a little over {$2000.00}. We had an inspection where the inspector verified that at least 75 % of our work has been done and the inspection was approved but we still have not received funds to pay our builders, etc. I have been having to put these charges on my credit card and cant keep doing this. Something illegal is going on in this company with them keeping our money.
On the mortgage side no one bothers to fix our account so we can get it up to date so I dont know if they are trying to do something illegal and maybe get a hold of our house since we only owe {$47000.00} for it and it 's worth {$370000.00}. I 'm not sure if this company is on the up and up. We went through damage with Hurricane Mathew too and got the best customer service from XXXX XXXX and have no idea why I mortgage changed hands unfortunately to a very bad company and possibly illegal and dishonest company. I have contacted an attorney who first told me to file with you.
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| 05/03/2022 |
Yes |
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- Struggling to pay mortgage
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|
Web |
Servicemember |
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Starting in the middle of XXXX, Freedom Mortgage, our mortgage lender, began offering a program allowing a temporary hold on payments due to COVID hardship. Hoping to mitigate some financial burdens, my wife and I applied for the program. After 6 months, we decided that we were comfortable enough to resume our regular payments and began speaking with Freedom Mortgage to initiate the process. In XX/XX/XXXX, we were sent loan modification paperwork which was promptly filled out and returned. Shortly after, we were told that the documents Freedom Mortgage sent were incorrect and would once again need to be resent, filled out, notarized, and then returned. We did not receive the second package in the mail, requiring me to call and inquire about its status. Given that the due date to return these documents was fast approaching, the individual I spoke with sent the paperwork via e-mail, allowing me to quickly print, fill out, and send it back - all before the provided due date of XX/XX/XXXX. From this point, Freedom Mortgage began sending notice that they had not received the documentation on time and threatened to take us off of the Loss Mitigation Program and that we would need to pay the full amount due of more than {$22000.00}. After calling them again, I was consistently reassured that they had, in fact, received the documents on time and things would continue as normal. Additionally, I was informed Freedom Mortgage made yet another mistake on the documents and would need to resend them. In XXXX, I began receiving foreclosure notices as well as a hit to my credit under a claim that I had not made my payment for the month of XXXX. Still, after calling several more times from XXXX, I was only given empty promises that everything would be taken care of and I should not worry, all while I was continuing to receive foreclosure notices and having a missed payment affect my credit. On XX/XX/XXXX, I also received a letter from Freedom Mortgage stating that they investigated the missed payment and found nothing incorrect about their claim and, on top of that, I was 180 days overdue. It is now XX/XX/XXXX and I have not been sent the " final '' documents, I am afraid that my house will be foreclosed, and I have a massive hit to my credit. This entire experience has been unnecessarily stressful even though I have done everything Freedom Mortgage has asked of me and regardless of how this ends, I will never apply for a loan through them again.
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| 06/03/2022 |
Yes |
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- Trouble during payment process
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Web |
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In late XX/XX/XXXX we received a letter from Freedom Mortgage stating that our XXXX XXXX XXXX XXXX owners ( XXXX ) insurance expired '' ( see attached ). Thus far, our Homeowners Association 's ( HOA 's ) master hazard policy 's hurricane coverage has always been sufficient for Freedom Mortgage. I tried uploading proof of both the HOA 's master hazard coverage and my homeowner 's coverage, both of which are not expired, but the link provided in the letter was broken ( see attached ). The next morning, I mailed a copy of these documents to the address provided in the letter and called Freedom Mortgage to ask about the letter. They stated that Freedom Mortgage now requires condo owners to have wind coverage in their unit owners ' insurance in addition to the master hazard coverage. In the conversation, the agent also made a comment about how the policy had actually been in effect since the previous XXXX, and they should really be charging us for the past XXXX months. The agent also provided an email address to submit the proof of insurance when I pointed out that the link in their letter was broken. After talking to Freedom Mortgage, I called our insurance agent to purchase the coverage Freedom Mortgage said was required. This coverage was immediately put into place ( see attached ), and proof of insurance was sent to Freedom Mortgage, both by myself and my insurance agent. In XXXX, we received a letter from Freedom Mortgage stating that we still needed to provide proof of wind insurance from XX/XX/XXXX through purchasing our new wind policy in XX/XX/XXXX ( see attached ), or we'd be required to pay for the insurance they purchased on our behalf without our knowledge ( and at a cost that's over XXXX times higher than what we purchased ourselves as soon as we received notice of the requirement ). I contacted our insurance agent, who told me it's not possible to purchase retroactive insurance. My husband has contacted Freedom Mortgage regarding the retroactive insurance charges, and we have yet to receive clear information from Freedom Mortgage. We purchased wind insurance as soon as we were told it was required and our condo suffered no wind damage in the intervening XXXX months when this insurance was supposedly required without our knowledge. We should not have to pay nearly {$2000.00} for a product that we were not aware we were required to purchase, we did not use, and, given that it covers the past, we can never use.
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| 01/30/2020 |
Yes |
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Web |
Servicemember |
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My mother and father ( XXXX veteran ) refinanced their home mortgage around XX/XX/XXXX with a lending company called Freedom Mortgage. Initially, their monthly payment was low, but after 5 months the lending company did an escrow analysis and increased their monthly payment by around {$1000.00} / month. This drastic increase created financial hardship for my parents ; consequently, my dad reached out to Freedom Mortgage to inquire about how to bring down his monthly payment again, and they recommended another refinance. They estimated the refinance with a lower interest rate, but again they incorrectly calculated the escrow amount using incorrect tax information ( their estimate is too low ). The incorrect tax information is included in the attached Closing Disclosure which I received on XX/XX/XXXX from my father.
After detecting the error, I proceeded to email Freedom Mortgage to revise the Closing Disclosure to reflect the accurate numbers. This is important because it creates a realistic estimate of what the monthly payment ( P & I + escrow ) to Freedom Mortgage would be. To be very clear, the inaccurate Closing Disclosure from Freedom Mortgage shows a monthly payment that is about {$900.00} LESS than what it should be if the escrow payments are correct. That is, the same issue will occur in a few months when Freedom Mortgage recalculates the escrow balance, and significantly increases the monthly payment to cover the shortfall in escrow.
In spite of supplying accurate tax document information so that Freedom Mortgage could correct the Closing Disclosure, Freedom Mortgage REFUSED to change it until " a closing was scheduled '' and closing could be cancelled if need be after that point. This is an unacceptable approach and ultimately results in a type of bait and switch. A borrower is less likely to step away from a closing that is already scheduled than to not even schedule one if the terms are not favorable. My parents have withdrawn their loan application to Freedom Mortgage and are seeking relief elsewhere.
Freedom Mortgage is suspected of knowingly luring borrowers into more and more refinances with initially low monthly payments, thereby increasing their loan revenue ( notice how the refinance costs and prior unpaid escrow balance are rolled into the new loan ), and then substantially increasing their escrow balances at a time when Freedom Mortgage must recoup the funds to cover the escrow deficits.
|
| 04/05/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
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|
Web |
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We are in the process of refinancing our home with Freedom Mortgage.
We started the process back on XX/XX/XXXX. At that time our estimated close date was the XXXX of XXXX. I have had to reach out each time to communicate and ask for an update on the status of our loan.
We have provided all documents that the company has reached out about in an extremely timely manner, same day or very next day, so clearly we arent holding anything up.
After reached out to one of the customer service reps, XXXX, at the beginning of XXXX, since we had heard nothing and we should be closing, we were told that they had everything and the close date was pushed back to the XXXX of XXXX, not a problem.
We then received phones called on the XXXX, XXXX and XXXX of XXXX stating that they had everything they needed but were waiting on a third party, XXXX, for subordination, fine.
We then received a doc u sign email on the XXXX of XXXX stating that we needed to provide more document, weird since the last 3 weeks we got calls about how they had everything.
So at that point I called our original rep, XXXX, to ask what these were about, since they came from his email.
I spoke with XXXX who had no idea why we would have gotten that. He did let me know that they needed updated info since it was taking so long.
One of the question they had for my husband was about his parents address, somehow the underwriters need an explanation for it, but ever had a question about it in the beginning when they pulled his credit.
After providing everything, even things that XXXX missed on the email, by XXXX the following morning, we still had no update.
I had also asked XXXX the following evening to have a supervisor call, no one did.
I then asked XXXX to have his supervisor call me, this was on the XXXX, which also never happened.
I ended up reaching out to XXXX the morning of the XXXX and asked to speak with his supervisor, in which he transferred me to XXXX XXXX.
I spoke with XXXX and expressed my concerns about the process of the refinance and how frustrated I was with the extreme lack of communication.
He stated that he would look over our file And figure out what was going on and either call or email that day with the Status, which never happened.
I called and left two messages on Thursday, XX/XX/XXXX, and still have not heard back from anyone.
This is extremely irritating and frustrating.
I would NEVER recommend this company to anyone.
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| 04/22/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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|
Web |
Older American |
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This complaint relates to a deceptive email that I received on XX/XX/22 from Freedom Mortgage, the servicer for the mortgage loan secured by my house in XXXX, NC. The email falsely said that lender-placed insurance had been purchased for me, and encouraged me to contact XXXX, a private company to help me find a " suitable policy. '' But I do not have lender-placed insurance on my home. There was a lender-placed insurance policy placed on my home by mistake in XXXX, that was retroactively cancelled within a few days. I have proof of this mistake, and its correction, through both my insurance provider and a letter from Freedom Mortgage dated XX/XX/22.
When I received the email described above today I called Freedom and was told again that I do not have lender-placed insurance and that I need not worry.
My complaint is that this email from Freedom Mortgage improperly tells me that I am still on a lender-placed insurance policy, and that I should contact XXXX to find a " suitable insurance policy. '' Many consumers would then call XXXX, and even though they already have homeowners insurance -- as I do -- and purchase a second homeowners policy. This would lead to unnecessary expense, confusion about coverage, as well as a waste of time.
The email described was deceptive and is harmful to homeowners. For your reference, below is a copy of the email I received : Re : 2nd Notice : Your Lender-Placed Insurance Coverage From : Freedom Mortgage Corporation XXXX Reminder : Your Lender-Placed Insurance has the minimum coverage Dear XXX, We want to remind you that youre on a Lender-Placed Insurance plan, which provides only the minimum amount of coverage that Freedom Mortgage Corporation requires and usually doesnt include personal property or liability protection. This could mean that your policy may not cover the full replacement cost of your home, your personal belongings or accidents that occur to anyone on your property. It is also more expensive than most standard homeowners policies.
How we can help Freedom Mortgage Corporation has partnered with XXXX XXXX to assist our customers on Lender-Placed Insurance in finding a more suitable policy. With over 30+ A-rated insurance carriers in their network, XXXX team of specialized agents will work with you to find a policy that provides the right amount of coverage at a more affordable price.
Call XXXX [ there is a button that connects one to XXXX ] Schedule A Call
|
| 01/08/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
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|
Web |
|
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When I pay extra money towards my principal balance, Freedom Mortgage posts my regular monthly payment XXXX, they deduct what I owe to interest, then the principal amount from my regular payment, then on a separate entry they will enter whatever amount I paid extra towards my principal payment. Well after they deduct this extra principal I pay, they then post the TOTAL OUTSTANDING BALANCE with the regular monthly interest they deducted on the regular payment back into my amount owed. This month is was {$330.00} added to my total due instead of it being deducted. Plus every year they transfer my loan from one lender to the next and I have to either agree with the balance they say I owe or dispute it. I disputed it because of their failure to post payments correctly. They sent me several documents of my payment history, but not all of it as I requested. There are months missing. I need to know if there is someone I can hire to audit my account and get the files. They transfer the mortgage from their sister companies every single year so far. Just to make sure they keep skimming off the payments when people do n't notice they total your money back into the balance as if you did n't pay it at all. Just a little at a time so it is n't noticeable. Customer service is n't helpful, phone calls are time consuming, their website is hard to look at each payment due to the way they post the payments. XXXX/XXXX/XXXX Payment Received {$22000.00} Detail XXXX/XXXX/XXXX Principal Payment Reversal ( {$22000.00} ) Detail XXXX/XXXX/XXXX Payment Received {$22000.00} Detail XXXX/XXXX/XXXX Payment Received {$860.00} Detail XXXX/XXXX/XXXX Payment Received {$21000.00} Detail XXXX/XXXX/XXXX Payment Received {$860.00} Detail XXXX/XXXX/XXXX Payment Received {$860.00} Detail XXXX/XXXX/XXXX Principal Payment {$39.00} Detail XXXX/XXXX/XXXX Payment Received {$860.00} Detail XXXX/XXXX/XXXX Payment Received {$40.00} Detail XXXX/XXXX/XXXX Payment Received {$860.00} If I pay {$22000.00} towards the principal balance, then the balance should be that exact amount subtracted from the prior months balance. Instead they added {$330.00} into my final balance. I want the entire account analyzed due to the fact that every penny we earn from our jobs goes towards this loan. They are thieves. I HATE THIS COMPANY AND WANT OUT OF IT! I want to find a bank that is honest and do n't try to steal from hard working people who actually try to pay their bills off.
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| 07/08/2022 |
Yes |
|
- Struggling to pay mortgage
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|
Web |
Servicemember |
|
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.
|
| 06/03/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
I have been trying since XX/XX/2022 to have my mortgage company ( Freedom Mortgage ) remove my PMI. Initially they said they have to order a Broker Price Opinion and stated they will send me a letter which I need to sign and send back to them so that they can order a broker price opinion.
Facts Pertaining to my case.
1 ) Original Loan Amount {$270000.00} 2 ) Original Value of the home {$300000.00} 3 ) Original Loan to equity ratio 90 % 4 ) Current Principal Balance {$260000.00} 5 ) Current Value of the home ( As per XXXX XXXX XXXX XXXX XXXX ) {$340000.00} 6 ) Current Loan to equity ratio 77.56 % I have protested with the appraisal board and also appealed with Appraisal Review Board of the county and this is the value they appraise the property. I have attached the appraisal report.
Hence I requested my mortgage lender to cancel the PMI since my LTV is less than 80 % but they have given one excuse or another to avoid this. When I spoke to them on XX/XX/2022 they are stating the loan needs to be at least 2 years old for them to do this. I have read through the entire loan trust deed and no where does it mention that it has to be 2 years before they can order a broker price opinion. The initially sent me another person 's loan deed to me ( which is a gross violation of another person 's privacy ) and when I called again on XX/XX/2022 and reported this they sent me my correct document and no where in the document it is mentioned that I have to wait for 2 years before having the PMI removed.
They are forcing me to pay the PMI even when I have made all my payments on time and even made some additional principal payments in the XXXX year of my loan.
I am paying {$43.00} each month for PMI which is not necessary at this point since the Loan to equity value is well below the required 80 %. It is only fair that the mortgage lender cancels this insurance and stop charging me for it.
I have all the calls recorded and can provide them to you as well. The customer service representatives disconnect the call every time when I point out that the loan agreement does not stipulate a 2 year waiting period.
I have attached the county appraisal report along with the evidence they used, an offer from XXXX offering {$340000.00} for the house, Realtors comparable sales analysis. Am not sure what else I need to do to prove to mortgage lender that the property value has significantly increased thereby increasing my equity.
|
| 07/08/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
Due to the increasing prices of homes, I figured out that it was very likely my loan-to-value ratio had reached the 78 % threshold required to remove private mortgage insurance ( PMI ). I currently pay {$79.00} per month for PMI. I contacted my mortgage company requesting to remove PMI. They sent information back, asking me to complete the paperwork and mail a {$150.00} non-refundable check to request a broker 's price opinion ( BPO ), which we did on XX/XX/2022. The documents they sent indicated that I would hear from the company within 10 days of receiving the information.
Several weeks go by and I decide to reach out on XX/XX/2022 to see what is going on. I realized they cashed our check on XX/XX/2022, which means they received our letter and we should've been contacted early XXXX. I spent an hour on the phone, being passed between 4 different call center employees trying to figure out the issue. The last representative I spoke to told me she would call me back tomorrow morning with more information. When I called the next day ( since she never called ), I learned that is not appropriate procedure for their company - individual call center employees should never be contacted customers directly. So she basically lied directly to my face in an effort to get me off the phone.
I call again on XX/XX/2022 and the call center employee tells me the department that handles PMI cancellation requests never received our documentation. I tell him that's impossible since they cashed the check 8 days after it was sent. He tells me I never included the requested information ( two signatures ), which is impossible because that's what I sent with the check. Additionally, if they didn't receive enough information, did they just plan on keeping my {$150.00} check with no follow-up? Nobody contacted me between XX/XX/2022 and XX/XX/2022.
I am still trying to get PMI removed from my monthly payment, as I am confident my home value is well below the 78 % XXXX ratio threshold. It's very frustrating to need to spend several hours throughout the week playing phone tag and going through call center stall tactics. This is now two months worth of PMI I have been forced to pay due to poor business decisions by Freedom Mortgage. Understandably, the housing market is likely causing a lot of people to request cancellation of PMI, which is likely why this mortgage company is doing everything they can to dance around federal PMI laws.
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| 12/10/2020 |
Yes |
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- Trouble during payment process
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Web |
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I have been experiencing several issues with Freedom Mortgage, who acquired my loan when it was sold by my previous company. When I went over to Freedom Mortgage on XX/XX/2020, my COVID forbearance plan was set to start on XX/XX/XXXX as well. I was contacted by a loan advisor, XXXX XXXX, who advised that they can lower my mortgage payment by refinancing. I advised him that I was on the forbearance plan and he advised that we can still refinance as long as we continue to pay our mortgage on time ( by the XXXX ) for XXXX and XXXX and we will not have to pay XXXX as that will be the month that we close. He advised that he will remove us from the forbearance plan and proceed with the refinance. Since XXXX I have left several messages and requested several return calls, and he has yet to return my call.
The whole process has been plagued with issues and I have had to contact this company several times in an effort to assist with the process. I was contacted by someone today who advised that I am still on the forbearance plan. I was advised that I was never taken off of the plan and was now two months in. This whole time I have been making my monthly mortgage payment. I was told that I had lost 2 months and they could not credit me back. I was disconnected from the initial call after being on the phone for 30 minutes with the forbearance unit. I called back and was on with a customer service representative named XXXX for and hour and twenty minutes. we had approximately 6 minutes of talk time and the rest of the time was spent on hold as she conferenced with her supervisor, who refused my escalation request. While waiting on hold, I was then transferred to another representative without warning or notification.
I no longer know what to do. I can not deal with this company anymore. There business practices appear dishonest. From the time that this ordeal started in XXXX I have spoken with over 25 different representatives. I have reported their practices in the past but it seems like I continue to be brushed off. I have read similar experiences by others, but it appears that the government, although reading our experiences are not taking any actions to assist us consumers with anything. People are already out here struggling with financial issues related to COVID-19 and it appears that this company is attempting to monopolize off of the struggles of Americans, under the guise of offering relief and assistance.
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| 12/01/2023 |
Yes |
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- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
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Web |
Servicemember |
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Here is the email I sent to Freedom Mortgage : I am a service XXXX XXXX veteran on a fixed income through the VA. I desperately need your help sir.
My name is XXXX XXXX, a " customer '' of Freedom Mortgage. You service my VA loan on my home. In the last 30 days I have been under immense stress from your company. Specifically the Escrow and Tax departments.
Back story : In XXXX, Freedom mortgage increased my mortgage payment incorrectly due to an error in your escrow department. My normal payment which I have paid on autopay for most of the year is {$3400.00} however in XXXX I received a letter stating my taxes have doubled and my new payment is {$3800.00}.
I contacted FM, they said not to worry we are working on it in XXXX when I received the bill. I called immediately. However in XXXX I received another mailer with an escrow refund check and the XXXX mortgage statement showing the increased payment. So I called back in.
Several hours and many dropped calls ( felt like they hung up ) I finally got to the escrow department and they identified the issue. Out of the blue and for no reason anyone at FM could explain, my taxes are being charged twice. I contacted my local County Auditor and they assured me my tax bill has not changed...
On the last call in early XXXX I was told they are doing an Escrow Inquiry that will take 7-10 Business days. I was instructed on a recorded line to cancel my autopay for XXXX and send in a check for the correct amount of {$3400.00}. Which I did. Your company received that check on XX/XX/. However FM refuses to accept the check and apply to my account. It's currently being held in a suspended state.
Today I've been contacted by your Debt Collection department for payment of the increased incorrect payment. They've added fees and penalties and threatening adverse credit reporting. Now I've spoken with no less than a dozen of your employees bounced around from Tax, Escrow, Debt Collection, Customer Escalation, etc.
UPDATED as of XX/XX/ : Freedom Mortgage has not applied my payment from XXXX which they received on XX/XX/. They are now reporting my account as in default, late and that I owe XXXX and XXXX plus penalties, late fees.
I have called this company nearly XXXX times any there has not been an answer on the phone at all. Estimated wait time is XXXX minutes, but after sitting on hold for over an over on multiple attempts, i have no been able to reach anyone.
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| 02/23/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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Today ( XX/XX/22 ) we received a letter in U.S. mail advising us that our mortgage has been transferred from Freedom Mortgage Corporation to XXXX dba XXXX XXXX, effective XX/XX/22. Upon looking up XXXX. XXXX to see about setting up an online account, I found this press release from the Consumer Financial Protection Bureau ( https : //www.consumerfinance.gov/about-us/newsroom/consumer-financial-protection-bureau-multiple-states-enter-settlement-XXXX-unlawful-servicing-practices/ ) and read the accompanying legal documents describing the consumer financial laws violated by XXXX, causing substantial harm to the borrowers whose mortgage loans it serviced and the {$85.00} million dollar settlement that XXXX was required to pay out.
Horrified that we were being required to do business with a company that had shown itself to be untrustworthy in their mortgage servicing practices, I immediately called Freedom Mortgage to find out what my options are - can we stay with Freedom Mortgage or be transferred to a mortgage company we could trust? One XXXX could not tell me from where the decision to sell our mortgage had emanated- he had some vague idea that it was a bank. Why should a mortgage company or some shadowy, unnamed bank have the power to make these decisions irrespective of the consumer 's wishes? After speaking to 9 different people and being told over and over that there was a ) nothing they could do since the transfer was already complete ; b ) this is just the way mortgages are handled ; or c ) to stay with Freedom Mortgage we could refinance for a worse deal than the one they gave us 6 months ago, we decided that our only option was to lodge a complaint with your bureau.
HERE ARE OUR MAIN ISSUES : 1 ) We were not informed of this transfer before it was a completed transaction.
2 ) We are not being given any choice in the matter of who we do business with in this repayment of our largest debt.
3 ) We should not be forced to do business with a company whose business practices we can not trust.
4 ) If this is the way that the mortgage industry does business, then it should be forced to change.
How should we handle this going forward? Since we don't want to deal with XXXX, we offered to continue making our payments to Freedom Mortgage, but we were told that they could not accept payments after XX/XX/XXXX. What do you advise?
Thanks in advance for any help you can give us in resolving this issue.
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| 11/30/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I am the XXXX for the XXXX of XXXX XXXX. I have attempted to contact Freedom Mortgage and no one has been willing to speak with me. The account is still under review. I will refer to Freedom Mortgage as " FM ''. The first court ordered document that I submitted to FM was on XX/XX/XXXX. The second set of court ordered documents and my ID were submitted to FM on XX/XX/XXXX. As requested by FM 's service team, I had to wait for someone to review the documents. I was told to call back several times. Then I was told the documents sent on XX/XX/XXXX were never received and that I had to wait for the review to take place. I emailed the documents on XXXX. I have been waiting to speak with someone regarding the account and then find out that the property was being foreclosed on. I was told on XX/XX/XXXX ( by FM XXXX team ) that I would be able to make a payment on the account ( no one before was willing to help me handle this account ), that I would need to bring the account current and suggested to add an additional " about {$500.00} '' to the payment. I was given the wire information. I submitted the funds on XX/XX/XXXX. I have actively been attempting to speak with someone regarding the account to get the account current, to get account details and to handle the estates property. This is already a stressful time, having to deal with a loved one who has passed away. The process I have been put through dealing with FM has really been overly stressful. I have been active in getting everything that FM needs but I have not been given the same respect. To make matters worse, FM did not wait a few days for the review to be completed before marking the account as an Active Foreclosure, this just adding more stress. I have been active in getting the account taken care of. I sent the first court document on XX/XX/XXXX, second court issued documents and my ID on XX/XX/XXXX. I sent the documents again on XXXX. I called again on XX/XX/XXXX and no one is willing to speak with the. The account is still " under review '' and they are still not allowed to speak with me.
Finally was able to speak with someone regarding the account and was able to make a payment but I was charged over {$1700.00} in fees.
I would like to request for these fees to be waived since I actively was attempting to handle this account for the XXXX. I called several times a week and I kept being informed the documents I sent were still under review.
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| 05/04/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I was in a trial period for XXXX XXXX, XXXX XXXX and XXXX XXXX. I made XXXX payment of XXXX, they accepted it. I then called my XXXX payment in on XXXX XXXX, XXXX via my savings account to keep it separate from my daily spending money. I worked everyday including holidays from XXXX XXXX XXXX XXXX XXXX, XXXX. On the XXXX of XXXX I was reconciling paperwork and checked my bank. I found that freedom Mortgage had not taken my payment. I called Freedom Mortgage and they were closed. I called my bank to see what happened. The explained that my savings was a non-transaction account. I tried to call Freedom again, they do not even have a phone prompt for you to leave a message. So I transferred all the money over to my checking. First thing Monday morning ( XXXX XXXX XXXX ) I called Freedom to ask fix the situation. The girl I spoke with saw that their notes showed it was a non-transaction account but they had sent my account to be denied. Well my attorney, called and spoke to a representative on XXXX XXXX, XXXX and they agreed to continue my trial period because Freedom Mortgage never tried to contact me after knowing that the payment was trying to be drafted from a non-transaction account. About a week later I received a letter from Freedom stating that they were terminating the trial. If they had followed through with their promise to accept the payment as the XX/XX/XXXX payment I would have made the XX/XX/XXXX payment and been in my loan modification already. Instead I had to pay and addition {$2000.00} to my attorney 's to reapply and then in the middle of COVID-19 they decided to deny the loan modification request. With the denial, they drafted the letter on XX/XX/XXXX. My attorney spoke with them on XX/XX/XXXX and they stated they were waiting on the title report. Their post mark on the envelope is XX/XX/XXXX. I would assume that by then they would have been able to inform my attorney about the denial. On XX/XX/XXXX the USPS post mark was done. On XX/XX/XXXX I received the denial letter stating that I had until XX/XX/XXXX to appeal. They left 6 days out of 14 to appeal. My attorney called on XX/XX/XXXX, this is when he found out about the denial. Freedom never reached out to the attorney, and did not have the information " in the system '' when my attorney called. They held the letter for 3 days before it left them. I feel they deliberately held this information back so I did not have time to respond.
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| 04/06/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I was one of many individuals who decided to prepay their property taxes in XX/XX/XXXX. At that time, I notified Freedom Mortgage that my property tax was prepaid for payments due in XXXX. The representative stated that early in the year in XXXX that they would be conducting escrow analysis and refund the money prepaid after the analysis.
After no action from Freedom Mortgage, I contacted them in XXXX and explained the situation. I again restated the prepayment situation and my conversation with their representative in XX/XX/XXXX and asked that an escrow analysis be completed as the two property payments in XX/XX/XXXX and XX/XX/XXXX would not occur from Freedom Mortgage and to refund me the money. They stated that the escrow analysis would be completed and refunded to me.
An analysis and check for the XXXX payment was provided in XX/XX/XXXX. However, only half of the amount due was refunded to me. I immediately called them and stated that their analysis was incomplete and they owed me the XXXX payment. They stated that their analysis team did not consider the second payment and requested additional documentation and proof of payment which I provided minutes later. They stated that the new analysis would be expedited the following week.
After no action, I called Freedom Mortgage back a week later and asked where the analysis was. The representative stated it was still in process.
I called back yet another week later after no action on XX/XX/XXXX and asked where the analysis was. They stated it would be completed on XX/XX/XXXX.
After no action, I called back on XX/XX/XXXX and asked where the analysis was. They stated it would not scheduled to occur until the end of the month. I countered stating that they told me this would be expedited and was to be completed by now. I then asked to speak with a supervisor. The supervisor was also unhelpful. He stated that the multiple requests to have the escrow analysis redone were closed and that no action was to be taken. I again explained the situation and requested we speak to the analysis team as they were not reading their notes or correctly assessing customer accounts. He refused saying " he didn't have their number. '' Freedom Mortgage has continued to stonewall my attempts at getting an escrow refund legally due to me and my repeated attempts at trying to get them to remedy the situation have failed. I have no other option than to report them.
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| 08/01/2023 |
Yes |
|
- Struggling to pay mortgage
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Web |
Servicemember |
|
We were in forbearance during the XXXX pandemic from XX/XX/XXXX to XX/XX/XXXX for our primary home. We lost our jobs after XXXX of us became sick. Our rental property had to go into forbearance because the renters had the same problem. The renters left without notice and left us trying to pay the mortgage. We had to sell our property under value because that mortgage company was trying to foreclose on that house. We voluntarily stopped the forbearance and agreed to go on a modification plan to put the owed amount on the back of the loan and make regular payments. We paid the three months trial to show that we could make payments. From XX/XX/XXXX up to XX/XX/XXXX for our primary residence, but for our rental property they stopped accepting our payments and just told us they are just going to proceed and expedite with foreclosure even though we were making the payments. We have been making our payments on time waiting for the company to send the modification packages to establish a firm payment history. Instead, the mortgage company kept sending expired forms to fill out and notarize and several of their reps said not to fill them out because they were expired. The mortgage company then changed the verbally agreed modification that would not benefit us and was supposed to send corrected forms. Instead, they put it on our credit report that we were late on our payments and not making payments at all. when they said they would not, and now they are trying to foreclose on our home after they ruined our credit it is so low we can not do a refinance anywhere and missed the deadline for the government modification plans. Our score went from XXXX to XXXX because of their report to the credit bureaus. We believe that they put the payments that we are making to the forbearance owed money and that is why they keep saying we are late when we are not. We have sent a complaint to the credit bureaus and to the mortgage companies to fix their mistake. For the primary, we are in back pay for {$28000.00}, and for the rental XXXX. We are XXXX veterans and can not afford to pay these in full, that is why we wanted to do the modifications. We have sent documents to both companies for review and they still claim it is still under review but at the same time are trying to process foreclosure paperwork. To reiterate, we did not miss payments other than during the forbearance, otherwise, our payments have been on time.
|
| 09/05/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
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My previous mortgage ( XXXX ) was purchased and transferred to another mortgage company, Freedom Mortgage ( FM ), on XX/XX/XXXX. They lost my first-month payment check ( {$1900.00} ) during the business transaction. I kept calling their customer service to search for help on the second month, XX/XX/XXXX. I made a lot of phone calls ( Agents XXXX, XXXX, XXXX, XXXX etc. ) and they had no help. At the third month, my bank told me that check didn't cash out for 3 months and they had stopped payment. At the period of time asking help from Freedom Mortgage, I still keep paying my regular monthly payment ( {$1900.00} ) on time. My bank ( XXXX ) also issued a letter of Good Faith to FM. However, FM still reported to 3 credit agencies to damage my credit scores and charged a fee ( {$15.00} ), due to the delinquency of my mortgage, which I didn't. On XX/XX/XXXX, Freedom Mortgage sent my so called 'Escorw analysis ' to me and ask me to pay extra Escorw payment ( {$880.00} ) either pay in full or split into monthly payment ( {$1900.00} ). I don't like change my regular payment. So I paid in full of Escrow payment ( {$880.00} ) with regular mortgage payment ( {$1900.00} ) on time in XX/XX/XXXX. Then, they miss calculated my whole account and want me to pay for more than double monthly payment with late fee ( {$4000.00} ) by the end of XXXX. Even though I called the customer service to get the correction, they still want to pay some extra money by the end of this month. Otherwise, the customer service agent warned me that they will report to credit agencies again. Every time they messed up my account, they charged extra fees ( {$15.00} ). I don't want to pay for their mistake, but they tried to use the Escrow payment to cover them now. I think it is the wrong way to use my Escrow account. Now, I see my account is totally messed. It showed that I didn't pay for my Escrow account and my Escrow payment was used to pay for something else, I still am charged for higher monthly payment ( {$1900.00} ) for my next payment and couples of extra fees. I feel I was mistreated by this mortgage company and try to search for help and advises. It is no help to call Freedom Mortgage customer service. I tried to contact 3 credit agencies to hold or correct my record and no positive responses. I can provide my more details of bank account, regular payment, and their messed mortgage statements as evidence. Thank you for help
|
| 02/24/2020 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
my mortgage was transferred from XXXX ( XXXX XXXX on or about XX/XX/2020 to freedom mortgage and i was never told in advance or at all - i found out by checking XXXX 'XXXX website regarding my account information. prior to that i began the process to refinance my mortgage with XXXX XXXX. XXXX XXXX contacted and obtained a payoff amount from XXXX XXXX on XX/XX/2020 and was valid thru XX/XX/XXXX, XXXX not once did they notify XXXX XXXX that the loan was being transferred to freedom mortgage. the total transferred to XXXX XXXX was {$170000.00} which included paying off the principal of {$170000.00} ; prepaid interest thru XX/XX/XXXX of {$790.00} ; an escrow shortfall in the amount of {$1600.00} ; an expedited delivery fee of {$25.00} ; and a $ XXXX county recording fee. the total payoff amount given by XXXX XXXX was {$170000.00} which was about {$100.00} less than the amount transferred to XXXX XXXX on XX/XX/XXXX, XXXX the negative escrow amount was created by XXXX XXXX when in error they overpaid my property taxes by {$2100.00}. i have a federal confirmation number ( # XXXX ) that the wire in the amount of {$170000.00} was received by freedom mortgage on XX/XX/2020. I made numerous calls to freedom mortgage and once speaking with a supervisor, XXXX ID # XXXX, and was told he didn't know where the wired funds were or when they would be credited to my loan and pay it off. he assured me that 1 ) i would not be listed as past due ( as the loan payment was due on XX/XX/2020 ) 2 ) i would not be reported as late to the credit bureaus and 3 ) I wouldn't be charged interest after the date the wire was received by them to payoff the loan. on XX/XX/XXXX XXXX XXXX sent a second wire in the amount of {$2100.00}, the amount refunded to them by my county treasurer for the overpaid property taxes, to freedom mortgage. these funds, along with the wired funds to payoff the loan should result in a refund to me of at least the {$2100.00} of the escrow funds and approximately {$100.00} of the overpayment with the wire to payoff the entire loan amount. i spoke with a rep from freedom mortgage today and was told that they would only be refunding me {$2000.00}. I was told that they charged me an additional {$160.00} for interest ( 8 days ) from XX/XX/2020 to XX/XX/2020 when the recorded the loan to be paid off. I should not have to pay additional interest for 8 days because THEY took time to payoff my mortgage.
|
| 01/09/2023 |
Yes |
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
Servicemember |
|
I was granted forbearance by Freedom Mortgage in accordance with the CARES Act during the pandemic. I was an essential worker at the time. Coming out of the forbearance, I agreed to a loan modification. I submitted the appropriate paperwork to Freedom Mortgage on XX/XX/XXXX of 2022. I called frequently to ensure I had submitted the proper paperwork to them and was assured that I did. Many months later, I was asked to re-submit my loan modification paperwork. I complied and submitted my paperwork a second time on XX/XX/XXXX of 2022. I again called Freedom Mortgage frequently to ensure I had submitted the proper loan modification paperwork. I was again assured that I did. To my surprise in XXXX, I called my payment into Freedom Mortgage as online payment was not an option. The customer care representative stated that my mortgage had moved into pre-foreclosure. I have never missed a payment to Freedom Mortgage. I've maintained my mortgage in accordance with the stipulations outlined by my forbearance and loan modification option and was being told my mortgage was in the preliminary phases of being foreclosed upon. I submitted loan modification paperwork for a third time on XX/XX/XXXX of 2022. I have called multiple times since then and have been told of errors in the paperwork despite following the previous customer care individual 's instructions perfectly. At this point, the mechanisms intended to provide help to veterans that are their customers is broken. Freedom Mortgage gives the appearance of intentionally allusive requirements and insufficient communication to customers if there are follow-up items needed. It is now more than 1 year later, and Freedom Mortgage has failed to act and is submitting derogatory information to the credit bureaus despite my consistent follow-up and compliance. I will lose thousands of dollars that I would not have had to pay in principal and interest had Freedom Mortgage followed through in a reasonable manner to protect their customer, me, against the negative impacts of a global pandemic and while functioning as an essential worker during that time. I am now being penalized twice with the negative credit information being reported to the bureaus on top of the additional financial burden I carry due to their inaction leading to a higher interest rate. This is not how a 100 % VA XXXX veteran should be treated and especially so by the number 1 VA loan servicer.
|
| 07/30/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
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Web |
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Due to an annual escrow analysis, it was determined that my escrow was falling behind Freedom Morgage 's minimum required buffer amount of {$600.00}. They notified me in XXXX ( during a pandemic and nationwide shut down ) via letter that I could pay in full, or, the balance owed would be added to my monthly payment. I reached out to them via email, phone and their website with no return engagements from any avenue. Proof of those attempts can be provided.
My payment is on autopay via electronic check from my bank and I have paid an extra {$100.00} per month for years.
They received my payment of {$1500.00} ( my required payment was {$1400.00} ) on XX/XX/XXXX. On XX/XX/XXXX, they added the additional amount to my total due to account for the escrow imbalance for a total due on XX/XX/XXXX of {$1600.00}, leaving a balance on my XXXX payment of {$39.00}.
I caught it, added that to my XX/XX/XXXX payment and submitted the payment early. The funds were taken from my account on XX/XX/XXXX. Proof can be provided of that.
They chose not to apply my payment of {$1500.00} on XX/XX/XXXX as well as my payment for the remaining {$39.00} received on XX/XX/XXXX until XX/XX/XXXX despite receiving it days/weeks earlier. Two weeks after applying my paymentsfor XXXX and XXXX on XX/XX/XXXX, they submitted a report to the credit bureaus that I was more than 30 days late for my XX/XX/XXXX payment and listed it as being the full amount late ( {$1600.00} ) Despite my providing Freedom Morgage proof that they received payment on XX/XX/XXXX and their claiming in a letter to me that funds are applied as they are received ( the XX/XX/XXXX funds were NOT applied when received ) they have refused to correct the error on my credit report. The result of their actions was a drop in over 100 points to my credit score based on a presumed {$39.00} shortfall. That money was received PRIOR to XX/XX/XXXX.
It is my opinion this could be an intentional act on their part to drive up my interest rate for a refinance. They were aware that I was trying to refinance with them and had been working with them since XXXX on that. But even if I give them the benefit of the doubt, they are not acting in good faith with me, who in my almost 4 year history as a customer of Freedom Mortgage has NEVER paid them, or anyone else I have an account with, late. That information can also be verified via my credit report on all three agencies.
|
| 08/29/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
|
|
Web |
|
|
Our mortgage is with Freedom Mtg & a few months ago, they contacted us asking us to refinance. After some convincing, we agreed as they would be paying all closing costs and lowering our monthly payment. We were told by their agents, XXXX and XXXX, not to make our XXXX payment as it would just be refunded. I asked several times if they were sure we should not make the XXXX payment and was reassured that we should not as long as we closed before XXXX. The closing was XXXX. I cancelled the already scheduled payment. On XXXX XXXX, we began getting delinquency calls from Freedom. Each time I would explain they asked us not to make a payment, gave their disbursement date, got the run around, they said it was automated and would probably happen again and there was nothing they could do. It happened many more times, sometimes twice a day. We were never delinquent in our loan and only cancelled the payment at their request. We also got delinquency letters and statements. I called again with the same response, it is automated, nothing they can do, each department blaming the other ( refi and mortgage ). Spoke to XXXX weeks ago, asked him to look into it and have it stopped, he promised he would get back to me but never did. They sent escrow refund dated XXXX XXXX for {$310.00}. They sent another delinquency notice dated XXXX XXXX saying we were 48 days delinquent, but zero owed. See statement attached, see XXXX page for delinquency notice. It is abhorrent that they are unable to figure out how to make their left hand speak to the right. If you are refunding me for the same account, why are you accusing me of delinquency? I spoke to them again, they said it should not have happened but can not say why it did, or how they will fix it. For a month and a half, we have been getting these calls and letters accusing us of being delinquent. We do not pay our bills late. The only time we had an issue with late bills was when we bought the new house and there were mail delivery problems because the neighborhood was so new. To repeatedly be accused, for such a protracted time, is harassment and it needs to stop. This should not be happening to any customer refinancing, much less a customer they asked to refi with them and told not to make the payment. If we were actually delinquent, I would not have a problem with the contact because it would be my own fault. However, this is rising to the level of absurdity.
|
| 11/13/2020 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
Good morning, I am writing this formal complaint in regards to my mortgage with Freedom Mortgage. I have had this loan since XX/XX/XXXX, originally with XXXX. I filed for bankruptcy in XX/XX/XXXX. It was denied several times and confirmed on XX/XX/XXXX.
XX/XX/XXXX, 12 days after Freedom Mortgage bought the servicing rights to my mortgage, Freedom Mortgage filed a motion for foreclosure.
An Attorney XXXX XXXX of XXXX XXXX XXXX stated it was withdrawn because I was in Bankruptcy.
XX/XX/XXXX Freedom Mortgage Filed another motion to foreclose.
On XX/XX/XXXX XXXX XXXX, Legal Assistant with XXXX XXXX XXXX emailed my Lawyers office stating tat the cure had been satisfied. As you can see because the XXXX mortgage statement said I only owed {$1600.00}. As oppose to the {$18000.00} in XX/XX/XXXX statement.
XX/XX/XXXX. The Trustee XXXX XXXX started the discharge process and Freedom came back with a cure that they could nopt explain where it was from.
The first Monthly Statement after the Chapter XXXX was XX/XX/XXXX. It said balance due of {$4600.00}. I paid {$4800.00}. XX/XX/XXXX Freedom statement did not acknowledge the payment and hasn't since.
I have paid all monies owed through the Trustees stated payments to the Chapter XXXX, In the amount 0f {$23000.00}. see attached.
AS well as {$600.00} over what shold have bben paid since the cure was acknowledged satisfied on XX/XX/XXXX by XXXX XXXX XXXX.
I have all monthly mortgage statements and pay history that I have sent to them. Freedom and XXXX XXXX XXXX refuse to acknowledge that the bankruptcy was paid in full of what was confirmed.
The stress from this has been hard on my family. My wife had a XXXX XXXX last month and was diagnosed with XXXX XXXX.
The derogatory reporting on my credit report is affecting my professional licensing.
Freedom has told me several times that it was fixed and then they move forward towards foreclosure without notification. I have hours of recorded phone calls with Freedoms Call center showing this.
They are now threatening me that if I do not agree to a modification at 3 % on a 30 year fixed, extending my loan another 5 years, by XX/XX/XXXX I will go into foreclosure again.
So they think I'm worthy of a lower rate of 3 %, which is still .5 % above market pricing on a VA streamline but they still might foreclose.
That sounds illegal to me.
Please see attachments that validate everything I'm saying
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| 09/17/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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I have been trying to complete a recast of my Mortgage with Freedom Mortgage and the company has delayed the recast in an unacceptable time frame. I originally contacted Freedom explaining that I wanted to complete a recast with a payment of {$240000.00} towards my principle. I was instructed to mail a check for {$250.00} and a letter requesting a recast. I mailed letter and check on XX/XX/22. Freedom misapplied my check as a partial mortgage payment. After several calls they reapplied the funds. I reached out to Freedom several times to obtain a contact person for the recast with no success. I wished to increase the amount I was applying for the recast to {$250000.00} but I was leary of sending the funds without a contact person to confirm the process as my {$250.00} earlier check had been misapplied. XXXX XX/XX/22 I received a letter from Freedom stating they were unable to complete the recast as they hadn't received the curtailment to principle and that my loan was being transferred. I again contacted Freedom and was told the loan would be transferred within 30-60 days and that I could complete my recast at that time. Sixty days passed without any further communication from Freedom about completing my recast or informing me of a new mortgage service provider. I again contacted Freedom on XX/XX/22 and spoke with teller # XXXX who looked up my account, read the letter about the service transfer and instructed me to mail another check for {$250.00} with a letter requesting a recast. I mailed another check for {$250.00} and another letter requesting a recast. Freedom cashed my {$250.00} check, and on XX/XX/22 I received a call from XXXX teller # XXXX telling me again that Freedom would not complete the recast as my loan is scheduled to be transferred in XXXX. Since the letter from freedom on XX/XX/22 I have made mortgage payments for XXXX, XXXX, and XXXX and will have to make another one in XXXX if this does not get resolved in a timely manor. The amount of funds I wish to apply towards my recast of {$250000.00} should lower my mortgage payment by aprox. {$1200.00} a month. I will have made at least 4 additional mortgage payments that were unnecessary if Freedom had acted in an appropriate manor. If Freedom can close on a purchase or a refinance in a few weeks why should it take XXXX+ months to complete a simple recast? This is not fair to the consumer and a deceptive business practice.
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| 07/15/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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We went on covid forebearance with our mortgage company starting in XXXX of XXXX.
Last XXXX ( XXXX ) we opted to do a loan modification to get back on track and start making payments again. Freedom Mortgage sent us an offer letter based on the current finance rate ( 3 % interest ) and we accepted the terms.
After we accepted, they sent us loan documents the next month in XXXX ( XXXX ). On those loan documents, my last name was wrong. We contacted them immediately to let them know after our notary wouldnt let us sign them without my name corrected.
Over the next few months, I reached out to Freedom Mortgage monthly and sometimes weekly, and sometimes several times a day to ask where our corrected documents were. I was getting nervous about the delay in getting our documents. I was told over and over that the delay in getting our new documents wouldnt affect the offer they sent us in XXXX & that we could still get the same interest rate in their original offer. That was a lie.
They told me in XXXX ( XXXX ) to resume payments in XXXX in harmony with our XXXX loan offer, so we resumed payments on XXXX first & we have continued to make the payments we agreed to in their offer letter.
Starting in XXXX, each time I called theyd wait a week or two then ask for something else from us. Ive sent my marriage license, drivers license, etc. So they have no reason not to know that my name is, indeed, incorrect on the loan documents they originally sent.
To this day they still have not sent us corrected documents.
Instead : As soon as the interest rates went up, they made us another offer based on the current rate. And heres the crazy part : they sent us loan documents with my name WRONG again. So I can not sign these new documents again even if I wanted to. I let them know immediately that the new documents were incorrect and I could not sign them. Freedom Mortgage has made no attempt to correct the loan documents. Instead : Freedom Mortgage just initiated foreclosure proceedings saying we havent been making payments, but we actually have been. We havent missed a payment since XXXX per their instructions. There was a tax increase that went into effect that I missed because we are not getting our normal statements, but I caught it in XXXX and made a payment to catch us up.
Its insane to me that I could lose my house because of their mistake, especially when weve been making payments.
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| 01/16/2018 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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I lost my job in XXXX 2017. I contacted Freedom Mortgage to request a forbearance in XX/XX/XXXX. In 15 years I have not had a late payment on any line of credit. I assumed this process would be fairly simple.
I was sent a document file for " Loss-Mitigation ''. I contacted the company because I did n't believe it was the correct document. They assured me that I had to fill it out and return it. I continued to pay my mortgage through XX/XX/XXXX. In early XX/XX/XXXX I had still not received any word from Freedom Mortgage about the forbearance request. I submitted the " loss-mitigation '' packet as requested. They assured me that forbearance was a quick process and that they would get back to me in three days. I contacted them the following week ( the week of XX/XX/XXXX ) and they told me that they had not received several documents that were included in the packet. After some debate they were able to find them. I called later that week to check on status and they told me that I did n't need to submit the file for forbearance and that I would just file over the phone. I did, but four weeks later I have still not been granted the forbearance.
I have had numerous calls with the company - every week, sometimes 2-3 times per week. I had credit near 780 when this started so was anxious to protect it. I called yesterday ( XX/XX/XXXX ) to see if an answer was reached and was assured that they would have an answer by today. When I called today ( XX/XX/XXXX ) I was told that the request was AGAIN filed incorrectly - my request for " modification '' was declined because I was missing paperwork. I stated again that I did not want a modification, only a forbearance. They again told me that this is a simple process and made me go through the request process again. I still have no answer.
1. I have been assigned three different " Single Point ( s ) of Contact ''.
2. I have submitted expense detail, income detail, letters describing my termination of employment, bank statements, pay stubs and written requests for forbearance three times.
3. I have been assured each time I call that the request was in process and near a decision, but it remains unanswered.
4. Every single request I have made for returned calls and/or emails have been ignored.
5. I am now receiving letters describing pending foreclosure action.
Quite simply, I believe I have been lied to by staff members at Freedom Mortgage.
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| 04/05/2022 |
Yes |
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- Trouble during payment process
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Web |
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I sent a wire transfer from my bank to Freedom Mortgage on XXXX. I used the information provided to me from Freedom Mortgage. I completed the transaction at the bank and paid for the service. After monitoring the account at the bank for withdrawal of the funds for the transfer, I contacted Freedom to find out why they had not received the payoff. I provided all of the information from the bank wire document, the name of the banker and his phone number. In the interim my account with Freedom Mortgage was noted as delinquent. I was told by Customer Service that my account would be researched and that my account would be notated so that my exemplary credit score would not be negatively impacted. I was not contacted again by Freedom Mortgage. I called again one week later to try to get a status of the investigation and again had a lengthy conversation of over an hour with two different Customer Service people who informed me that nothing had been done to investigate the wire transfer. I again asked that my account be notated to prevent negative impact on my credit and was assured that it was going to be taken care of. I also, before making the second call, logged in to my account with Freedom Mortgage and found that the delinquency was still on my account and at that time sent a message through the online service that the wire had been sent, but not received and that I was trying to rectify what the issue was. I did not receive any response from the Customer Service agents. I did get an email that my message had been received at my account login and that I would get information from Freedom Mortgage regarding my inquiry. On speaking with my bank, they informed me that the intermediary bank on attempting to remit funds to Freedom Mortgage was unable to do so because the account could not be found. All of the information on the wire transfer was exactly what had been provided to me by Freedom Mortgage. When I called to try to get a status of the investigation from Freedom Mortgage I was told that they would not contact the bank and that the amount had increased due to the elapse of time from when they provided me the payoff amount. They also informed me that they could not promise that my credit score would not be adversely affected. I am currently in the process of getting a new payoff statement from Freedom Mortgage. I will send a Certified Check and not attempt to wire the funds.
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| 10/15/2022 |
Yes |
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- Trouble during payment process
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Web |
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I bought my home around 4 years ago and had another servicer who transferred me to Freedom Mortgage. They have went up on my mortgage every year saying that my mortgage was short because of taxes and insurance. This year they said my current payment is XXXX dollars, but I never paid that amount. My payment was XXXX every month and the last time I paid that was this month XX/XX/XXXX. I opened up a letter on Friday and saw that they are now stating that I was paying them XXXX a month and now I am short yet again and have raised my mortgage payment to XXXX something dollars. And not only that my total balance left that I owed on the loan was XXXX, they have now went up on my loan amount by XXXX causing me to now have to pay an additional XXXX on a loan that was paid up to XXXX dollars. My taxes did not go up for XXXX years and definitely not my insurance. I am always on time as they pull my payments from my bank account every month. Every year they do this and my mortgage keeps going sky-high. I called to find out why they keep doing this and I was told by someone that she saw that there was a discrepancy that she would transfer me to the escalation department. When transferred I spoke to XXXX at around XXXX XXXX Friday on XX/XX/2022. He was arrogant and did not want to hear what I had to say and wished me goodbye and hung up. I called back and spoke to XXXX who was a little nicer but agreed that XXXX was not very empathetic but was certainly factual. I dont know how he was factual when he did not even go over anything with me. They are unwilling to resolve anything. Freedom Mortgage is practicing illegal things. They are going up on their clients mortgage payments and falsely accusing this on insurance and taxes going up. And then they are also applying more money to loan balances that were already paid up. I am soo afraid that I am going to loose my home because of this. I have XXXX children and my husband is XXXX and if this does not stop I will be living in the streets. I am so much under emotional stress especially year after year because I fear every year that they are going to go up on my mortgage. I have made at least two or three lump sum payments every year to try to stop them from tacking on money to my mortgage payment and this makes me and keeps me in debt. It is like they are making me pay them every year lump sums of money to not tack on what they call shortages.
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| 04/03/2018 |
Yes |
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- Trouble during payment process
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Web |
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My mortgage was recently sold to a new mortgage company. We were notified by the seller within 15 days of the transaction, but heard nothing from our new loan company until XX/XX/XXXX, 19 days after our first mortgage payment to the new company ( Freedom Mortgage ) was due! Remarkably, this first communication was to inform us that we were late on our account! Because of this delay in being billed we actually assumed the first bill was going to be for XX/XX/XXXX, only later to learn that it was actually for a back payment. But because we had the legal 60 day grace period in which they could not charge us a late fee, we were not too concerned. We had trouble logging on early in XX/XX/XXXX when we went to pay it, and did not finally get the payment made until XX/XX/XXXX, paying for the months of XX/XX/XXXXand XX/XX/XXXX, but still within the 60 days.
On XX/XX/XXXX, my wife was stopped by someone from another realty company who handed her a letter, would not say whom it was from, and proceeded to take pictures of my wife and our home. After opening the letter from this strange man, we saw that he was acting at the behest of Freedom Mortgage informing us that our payment was late, despite the fact that our check cleared the day before the man showed up to our home. My wife called Freedom Mortgage to make sure this was legitimate, and she was told that we would be assessed a fee for the home visit. I knew from our legal rights this was not proper, and called today to make sure the fee was removed. I was informed that this was not technically a late fee, so they could charge it. But that's clearly what it is -- we were charged a fee because we were late ( which we were not, as we were within the 60 day grace period ).
I filed a complaint with Freedom, and they told me they would open a case, but refused to remove the charge right away. It is only {$15.00}, but this is a matter of principal to me, because if they will do this to me, they will do it to anyone. I can tell already that I will not have a positive experience with this company. Consumers should have the right to protect their loans from being sold to companies like Freedom Mortgage that do not abide by the law. I need to know the next steps to ensure that I am not falsely charged this {$15.00}, and what rights to compensation I have for all the time and energy I'm having to waste to stop Freedom from violating the law.
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| 09/28/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
Servicemember |
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I have a 30-year VA mortgage that is owned and serviced by Freedom Mortgage since XXXX. I have consistently made all my payments on time from a specific bank account ( bank account # 1 ) by EFT initiated through the Freedom Mortgage website. In XX/XX/XXXX, I switched to using another primary bank account ( bank account # 2 ). I added this bank account to my online profile with Freedom Mortgage in order to make my XX/XX/XXXX mortgage payment. I made the payment for my XX/XX/XXXX mortgage payment through Freedom Mortgages website using bank account # 2. Rather than pull the funds from bank account # 2, Freedom Mortgage repeatedly tried to pull the funds from bank account # 1, which resulted in me receiving overdraft fees from Bank # 1. I logged into the website again and initiated another payment for the XX/XX/XXXX mortgage bill and requested to pay it from bank account # 2. I waited four days and Freedom Mortgage did not pull the funds from bank account # 2. I called them to inquire into the issue and they agreed to refund me the over draft fees charged by bank account # 1. A few days later, they finally debited the funds for the XX/XX/XXXX mortgage payment from bank account # 2even though I had repeatedly requested that they debit the funds from the account. A few days later, they reported me delinquent to the credit bureaus, even though I was not and had consistently been requesting to pay my mortgage payment from bank account # 2. I called them the same day and spoke to someone in the escalations department. She reviewed my good payment history and spoke to her supervisor. She agreed that the error appears to have been caused by Freedom Mortgage repeatedly attempting to withdraw the payment from bank account # 1even though I ( the customer ) had made repeated requests to pay from bank account # 2. She agreed that Freedom Mortgage would send corrected information to the credit bureaus that my account was not 30 days delinquent because the delinquency was due to their own processing errors. It has now been 8 days since Freedom Mortgage agreed to send the correction to the credit bureaus and that has not been completed. I called their customer service number earlier today, and after waiting on hold for 35 minutes, the agent explained that task was closed without being completed and she initiated a request to reopen it so that my credit information can be updated as agreed.
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| 04/09/2018 |
Yes |
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- Trouble during payment process
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Web |
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On XX/XX/XXXX I called Freedom Mortgage Company to make sure my loan payment had not changed due to receiving a renewal from my homeowner insurance company. Upon listening to the recording it stated that my XX/XX/XXXX payment was due. That was incorrect because I had paid my payment on XX/XX/XXXX through my bank online bill pay. My account showed the amount was delivered to Freedom Mortgage on XX/XX/XXXX. I spoke with the rep for Freedom Mortgage who stated they did not receive the payment. I called my bank XXXX XXXX XXXX XXXX ( XXXX ) who stated the payment was electronically processed and they should have received the payment. XXXX provided the tracking numbers to Freedom Mortgage. I was told that I would hear something back from Freedom Mortgage on XX/XX/XXXX but I did not hear from them. I call them around XXXX on XX/XX/XXXX and the recording stated that I owed for XX/XX/XXXX and XX/XX/XXXX payment. I spoke with a rep and was told that I did a stop payment on a check on XX/XX/XXXX. Which I did not do. Freedom Mortgage took my XX/XX/XXXX XX/XX/XXXXand applied to a check # XXXX in the amount of XXXX dated XX/XX/XXXX which was lost in the mail. I was advised by the local post office and Freedom Mortgage to wait before I placed a stop payment on the check due to the bad weather in Ohio in XX/XX/XXXX. On XX/XX/XXXX I put a stop payment on the check. I spoke with a rep on XX/XX/XXXX to bring my account up-to-date so I could receive my escrow check. I specifically asked the rep on XX/XX/XXXX if they had ever received check # XXXX and he stated no but the check was sent to my bank on XX/XX/XXXX and was rejected because of the stop payment. No one can at Freedom Mortgage can tell me where the check has been for a year.. My payment on XX/XX/XXXX was {$2400.00} and that payment was delivered to Freedom Mortgage on XX/XX/XXXX which brought my account up-to-date. I received my escrow check shortly after that date. I would not have received the escrow check if my account was not up-to-date. I have paid all my payments on time since bringing the account up-to-date. Now Freedom Mortgage took my XX/XX/XXXX payment and applied to the check # XXXX dated XX/XX/XXXX that had the stop payment on it. Now they are saying I owe for XX/XX/XXXX and XX/XX/XXXX as well. No one is returning my phone calls and whenever I speak with someone they are telling me something different each time.
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| 04/15/2016 |
Yes |
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- Settlement process and costs
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Web |
Older American |
|
I was contacted by phone by my current Mortgage Lender indicating that they wanted to offer me a lower interest rate, which they said would reduce my current payment with no out of pocket additional cost to me. I was making my mortgage payment and paying an additional ( approx ) escrow payment of {$410.00} on a monthly basis. This additional payment led to about approx {$4500.00} being in the escrow account at the time that the Mortgage Lender called me. My home is a new construction, and XXXX will be the first year that the land and home have been appraised. At my original closing XXXX XXXX XXXX XXXX, it was suggested that I put in extra money in my escrow account to make up for the short-fall that would occur when my XXXX taxes would be due. During our conversations ( which are all recorded by the mortgage lender ) we discussed what would happen to the accumulated escrowed additional monies that we had XXXX the {$4500.00} XXXX - and we were told that we would either receive a check for those funds, or that the escrow would be rolled over to the new escrow account. At NO TIME EVER was any mention made that the escrow funds would be used to pay down the current mortgage principal ( thereby making the principal lower so that they could fraudulently tell us that they could " lower '' our payments ). After closing on the new loan, and us calling them ( prior to the three days " cooling off '' period ) - we inquired about what happened to our {$4500.00} escrowed monies, we were told that we had to call back to discuss this AFTER the new loan was processed and the cooling off period was expired. Once we were able to talk to an agent, XXXX XXXX XXXX XXXX, we were told that our escrowed funds of {$4500.00} was used to pay the closing costs on the loan and the remainder applied to the principal reduction, and we would receive a check for {$44.00}. We have made numerous attempts to contact the company to resolve this to no avail and they have not returned our calls. Had we been informed that our escrowed money ( that was earmarked for the XXXX property taxes ) would actually be used for closing costs and principal reduction - we would NEVER have agreed to refinance our mortgage loan. Our monthly payments ( to make up for this now shortfall of funds for our taxes ) will now increase our monthly payments by about {$600.00} a month. We were deceived by their dishonest practices.
|
| 10/15/2018 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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My husband and I purchased our first home back in XX/XX/2018. We have made all of our payments on time every month ( the XXXX ). We made a payment for {$1500.00} at the end of XXXX ( which is showing received on XX/XX/XXXX ) but posted on XXXX from our checking account. XXXX Mortgage then took an unauthorized payment for {$150000.00} on XXXX that posted around XXXX. This caused our personal account to go overdrawn. We called and made them aware of the unauthorized payment and they requested bank statements more than once and we havent heard from them in days, so we called them. They needed MORE of the same documents. We also sent documentation showing proof of overdraft fees caused due to their unauthorized charge. Again days went by so we called again on XX/XX/XXXX ( first time being around XXXX when the unauthorized payment came out, then around XX/XX/XXXX ). They said on XX/XX/XXXX that the payment will be reversed for XXXX on XX/XX/XXXX and the overdraft fees on XX/XX/XXXX. We then called our bank to file a dispute because this was taking way too long and was causing more overdraft fees. They gave us the funds back with in 2 days. We then called Freedom mortgage because our account was showing NO PAYMENTS have been made for XXXX ( when two came out instead of one ) and they refunded the {$1500.00} as well when we only requested the XXXX. Due to their mistake AGAIN of refunding the wrong payment we received late charges. I spoke with a guy on XX/XX/XXXX that stated he will submit a request to have the late fees refunded due to their issue as well as the funds for XXXX were on hold with them so he would request to have them applied to our XXXX payment like they were supposed to be, but this was never done and we had to call again on XXXX due to XXXX payment being due. Once again we were told the request would be submitted. Then yesterday XX/XX/XXXX we received a notification that we were reported to the credit bureaus. We also went and made a payment for XXXX and XXXX plus the late fees just to avoid anymore fees or reporting.
Our payments are due on the first of each month for {$1500.00}. We always make payments on time This place never had any idea what is going on and has us on hold forever to look through notes and they are so u professional. I will never use them again and may be looking to refinance with someone else already and it has only been 6 months.
|
| 06/15/2018 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
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I am going to make this short and sweet as I dont have much time. It would be much easier to speak with my husband or I about the situation as we are extremely busy trying to complete all of the tasks needed to get back into our home over 9 months post Harvey. We lost our home and the entire contents in Harvey ; left with a few clothing items and essentially have started our lives over. We have XXXX children ; ages XXXX, XXXX, XXXX and XXXX and both work in the XXXX XXXX field as XXXX XXXX. We do okay financially but definitely are not living extravagant lives. All of our money is going towards getting back into our home and will be for the next couple of years. We received FEMA full assistance among a few other small donations but when you sum up the amount lost, havent even come close to meeting the amount needed as we did not have flood insurance. Everything was moving along ; our mortgage company, XXXX was super understanding and did not require us to make payments on a home we werent living in for 6 months +! My husband had almost gotten everything in required for an SBA loan ; we were even going to be able to get an amount enough to cover not only our home repairs ( well over {$100000.00} ), but also add in our existing mortgage. All of a sudden we begin receiving paperwork from another mortgage company ( freedom mortgage ) stating that they had taken over our loan and we were IN DEFAULT! We began frantically trying to understand and fix the situation when all of a sudden on the day that we were supposed to close on our SBA loan, we were informed by the loan officer we had been working with that we were not eligible for the SBA loan due to being in default! Our SBA case manager has known from the beginning what was going on and said nothing. We were never in default until 3 weeks ago! We have now had to redo the application process among other things and to top it all off had to immediately come up with over {$11000.00} to get our mortgage that we were never told was in default current! We have no money left to pay for our home repairs and havent even begun to purchase furniture and are now stuck waiting hoping that this while SBA loan will work out. All of the things the disaster recovery assistance programs were supposed to provide for those like my husband and I have not been done ; there are numerous others going through the same thing as us if not worse.
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| 07/24/2015 |
Yes |
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- Application, originator, mortgage broker
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Web |
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I have a loan through Freedom Mortgage - XXXX months ago I applied for HARP- I sent in all documents that Freedom request- XXXX weeks ago ( XXXX/XXXX/15 ) I found out via email that the loan had been closed on XX/XX/2015- no explanation given- XXXX days prior to receiving an email from the loan processor I was informed that I would have to pay {$130.00} at closing- if I agreed they would continue with the loan- I asked what the {$130.00} was for - no answer- I was dealing with XXXX XXXX with XXXX and the next thing I received was an email from the loan processor telling me that the loan was closed did not give me an explanation nor a date of when the loan was closed - sent emails and left messages - no response from XXXX. I request to speak to his manager- XXXX XXXX XXXX XXXX assured ( XXXX XXXX informed me the loan was closed on XX/XX/2015- had I not received a notice in the mail ) I informed him that I had not received a notice via US mail and if the loan was closed on XXXX/XXXX/15 why was I still receiving emails from the loan processor regarding payment of {$130.00} at closing and I was informed by the loan processor that the loan was not closed- XXXX XXXX assured me that he would find out what was going on- spoke with XXXX XXXX who tried to blame the closing on the loan on me stating that I had not sent in all required documents- tried to explain that I never received an request from XXXX XXXX or his XXXX loan processors I was dealing with- XXXX XXXX stated that I did not send in the name of the HOA or the amount I paid monthly- XXXX XXXX was informed from the first day that I did not have a HOA or paid dues- I received an email from XXXX XXXX on Monday XXXX/XXXX/15 asking if I had been informed of {$180.00} that was one of the issues with my HARP loan ( which was closed on XXXX/XXXX/15 ) - sent an email informing him I did not know anything about {$180.00} and what other issues - I have not received a phone call or a email from XXXX XXXX or Freedom Mortgage- the lack of response and keeping me hanging for XXXX ( nearly XXXX months ) without an explanation or an effort to move forward with a HARP modification loan. Freedom Mortgage does not take responsibility for their mistakes and lack of communications but now I feel I have been discriminated against. I would like Freedom Mortgage to answer my questions regarding all issues I have had with their company.
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| 05/10/2023 |
Yes |
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Web |
Servicemember |
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I am writing this letter to report deceptive activity of Freedom Mortgage regarding Loss Mitigation. We signed a loss mitigation form and submitted it to the bank in XXXX of 2022 ; however, the I found that the information was incorrect, therefore Freedom corrected the information and reissued the Loss Mitigation Loan docs for us to sign in the following month. Las month I received a XXXX of a copy of the loss mitigation documents that I signed. They were the correct documents. In addition, the correct loan modification documents have been posted to my account. In the meantime, I recieved a notification of activity from the county accessor of activity. So I paid for the document that was file on our property, identified as Modification, on XX/XX/XXXX. It is the incorrect document. I do not know how in the WORLD this can be an oversight when, doing this process there is so much quality assurance that occurrs to ensure that the information is correct. But the papers the accessor recorded are stamped and the papers that were correct and signed for the same modification are stamped. I would have never know these documents were filed with the county if I did not sign up for those notifications. I am a minority. Freedom mortgage has been previously fined by the CFBP for incorrect treatment of minorities as well as numerous lawsuits regarding their loss mitigation practices. But this is just blatently and entirely insane. I should be able to trust my mortgage company. And if God did not give me a dream about their shady practices, I would have been shafted long time ago. I don't even get a portion of the money you all collect from them in fines but this activity is absolutely insane. They take payments that have been canceled. They mislead consumers and I have documented screen shot proof of all that. But since that is not my initial complaint, I will leave you with these terribly blatent illegal discrepancies. Have a great time fining and making another collection from them on my behalf, because I am more than positive that they have done this with several consumers. I have uploaded the incorrect paperwork filed at the county accessors, the copy of the paperwork I signed and all the records recorded on my account with them online, and with the dates they were recored. I also have screen shots of all those files and corresponding dates, however I did not upload those.
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| 01/05/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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On XX/XX/XXXX, we sold our condo at XXXX XXXX XXXX, XXXX, MA XXXX. A payoff check was sent by mail, by the lawyer for the buyer to Freedom Mortgage 's payoff department in Indiana. The lawyers name is XXXX XXXX.
Almost a month later, I received a mortgage statement and call from Freedom Mortgage stating that the loan was still active and they hadn't received my XXXX payment. Upon calling Freedom mortgage, they told me that no payoff check was received. I emailed my lawyer and the buyers lawyer and I received the loan disclosure and the XXXX receipt showing the check being received on XX/XX/XXXX.
I called Freedom mortgage on XX/XX/XXXX and they said that it was an internal issue and they would be working to resolve the issue and locate the check. I was informed that because the issue was on their side, they wouldn't send any negative credit reporting information to the three bureaus.
Over the course of the next week, I called Freedom mortgage each day, sometimes multiple times a day. Within a 48 hour period, I was once told that they didn't have the check, then they found it and sent it back because it was made out to the wrong amount and then when I called the next day, I was told that the check was never received and they were unsure of why the customer service rep told me that it was mailed back. All of these calls can be verified because they are recorded by Freedom Mortgage although not available without a court subpoena.
On XX/XX/XXXX, I was informed by XXXX XXXX at Freedom Mortgage that the check had been sent back to the office of the lawyer of the buyer of my condo on XX/XX/XXXX because it was not signed. The lawyer for the buyer had moved offices and didn't know that the check had been sent back. XXXX sent me a XXXX receipt.
The lawyer for the buyer and I then worked with Freedom Mortgage to get the new payoff amount and it was processed on XX/XX/XXXX.
A few weeks into XXXX, I got an alert from XXXX that my credit score had dropped 114 points because of the late payment. I called Freedom Mortgage and asked them to inform the agencies of how the late payment wasn't my fault and they said they wouldn't. They told me that the error was on the side of the buyers lawyer despite the fact that it took them 2 weeks to figure out they had send the check back on XX/XX/XXXX.
I filed a dispute with all three agencies and am awaiting their findings.
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| 11/16/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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My mortgage was transferred from XXXX to Freedom Mortgage without my knowledge. I believe the transfer occurred in XX/XX/XXXX. I continued to make my monthly payments, on time, directly to XXXX as I always had.
I made electronic payments via XXXX online billpay for the amount of {$1500.00} for XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX on XXXX, XX/XX/XXXX, and XX/XX/XXXX respectively. XXXX has stated that they forwarded those payments to Freedom Mortgage on XXXX, XXXX, and XXXX respectively. XXXX has assured me that all of those payments were forwarded electronically - not via paper check.
Freedom Mortgage received the first XXXX payments and applied them to my account, but they did not receive the XXXX. XXXX has not returned the XXXX payment to me and has also repeatedly refused to provide any proof of them forwarding that payment to Freedom Mortgage. Freedom Mortgage has repeatedly assured me that they have not received that payment. Neither company is willing to contact the other to help me resolve the issue, even after weeks of numerous calls and emails to both companies. My mortgage account is now in default, and despite having an impeccable credit history my credit record is now in jeopardy.
During every single call to XXXX I have asked them to provide a transaction ID for that third payment of {$1500.00} that they claim to have transferred to Freedom. They have refused to provide any unique identifier or proof of payment to help me locate this payment. XXXX stated that the only way for one to find out more information about this transaction is for Freedom to directly contact XXXX processing department. Freedom has refused to do that, and also refused to allow me to conference both companies onto the same call to resolve the issue. I 've launched multiple research tickets with both companies, and they have not made any progress in locating the missing payment nor disclosing any transaction information that would help me to do so.
It 's also worth noting that I made my XX/XX/XXXX payment to Freedom by check to prevent any further issues with my account, but they incorrectly applied it to the missing XX/XX/XXXX payment. So while they are showing I still owe them for my XX/XX/XXXX payment, it 's the XX/XX/XXXX payment ( which I made on XX/XX/XXXX to XXXX via XXXX online billpay ) that either XXXX failed reimburse or forward that is currently missing.
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| 07/14/2021 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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My loan was transferred and serviced by Freedom Mortgage as of XX/XX/XXXX. After my income was delayed, I opted to do the XXXX deferment to avoid late fees and credit report impact but resumed making payments. Since they acquired my loan, I have been having issues with them making multiple adjustments to escrows to increase payments based on whatever documentation they get from 3rd parties, without verifying I initiated a change ( XX/XX/XXXX the insurance agent changed my carrier without permission XXXX nor allowing me to pay shortage ( escrow account is usually adjusted once a year by lenders but Freedom do it each time documents go to them from a 3rd party ). XX/XX/XXXX, they increased the percentage amount they wanted overall in the escrow, and I paid the difference XX/XX/XXXX. In XX/XX/XXXX, I was threatened with policy cancellation due to Freedom paying the unauthorized insurance carrier and ultimately, they disbursed two payments to two carriers causing an escrow shortage by XX/XX/XXXX. After I complained, I was sent a bill to pay the escrow shortage, of which I paid. They turned around and applied the escrow payment I sent directly to the escrow dept. to the loan principal and interest, even though I had already paid XXXX mortgage payment. I called and complained again, and they claimed they reversed the misapplied payment. Because I am still on the deferment, they sent me a notice and advised I would be responsible for paying homeowners insurance moving forward. Due to recent insurance hikes, XX/XX/XXXX, I initiated a new carrier, even though the existing policy was effective until XX/XX/XXXX. I paid the homeowners policy in full on XX/XX/XXXX. I receive a letter dated XX/XX/XXXX from Freedom stating they paid an insurance bill out of my escrows in the amount of {$1700.00}. I immediately called to complain, they claimed to put a stop payment on the check, yet XX/XX/XXXX statement, my escrow shows the money missing. I called Freedom again to speak to a supervisor and she claimed the escrow department was closed and she will escalate to find out where my money is and call me back XX/XX/XXXX. To this day, no call with resolution. I believe Freedom mortgage is stealing my escrows, misapplying payments, and engaging in unethical practices such as what I described and need to be investigated. Please see their latest statement and my evidence of payments.
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| 12/26/2019 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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|
Web |
Servicemember |
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During my recent refinance of my mortgage loan I believe my mortgage servicer made several errors in the processing of my loan and violated RESPA and TILA.
I began the process of refinancing on XX/XX/2019 with XXXX XXXX NMLS XXXX Loan Advisor with Freedom Mortgage. Freedom Mortgage was my existing loan servicer and as such I felt they had my best interests in mind. This was proposed to me as a streamlined VA loan refinance to reduce my interest rate. I read through the documents and signed my closing disclosure and continued. I set my closing for XX/XX/2019 with XXXX XXXX XXXX. I was presented a 2nd Closing Disclosure at Closing which I believed was due to the fact of making my mortgage payment in XXXX. I proceeded through the closing as the was only slightly less favorable to me. I then received a 3rd closing disclosure on XX/XX/2019 from XXXX XXXX XXXX. This closing disclosure was more unfavorable to me and I began reaching out to Freedom Mortgage to try to find answers. Although repeatedly requesting a detailed, full and clear, written explanation of what occurred both XXXX XXXX and his supervisor XXXX XXXX NMLS XXXX did not oblige.
In my emails to Mr XXXX and XXXX, I also indicated that the mortgage payment I made in XXXX should not be refunded, but rather applied directly to my account. As of this point, neither has occurred. I began reviewing the new loan documents after they became available and was troubled to find that my principal had increased significantly. My original mortgage remaining principal of {$290000.00} was paid on XX/XX/2019, and a new loan was created with a beginning balance of {$290000.00}. I was told by both Mr XXXX and XXXX that my principal would not change, that this was a streamlined VA rate reduction refinance and that the only thing that would be changing would be my interest rate. I have now lost almost {$2000.00} in principal and the related interest for the last two months, along with my XXXX payment of {$1800.00} that should have gone completely against principal, along with the associated interest.
Furthermore now, I received a letter on XX/XX/2019 from my homeowners insurance company intending to cancel my policy due to lack of payment. I was not advised ahead of time that a new escrow account was going to be opened, but since it was I am not sure as to why Freedom Mortgage has not paid my homeowners insurance.
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| 07/14/2015 |
Yes |
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- Application, originator, mortgage broker
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Web |
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I began working with XXXX XXXX and XXXX XXXX in XXXX 2015. Several times during the mortgage preapproval and application process I was told that I would receive communication back, either via a phone call or email, however, I did not. Having waited for said contact on multiple occasions over two months, mortgage rates have now risen. Because of their inability to follow through on what they said they would do, and the lack of communication on their part, I had to pursue my mortgage application with another company at a higher rate. My last conversation with XXXX XXXX ended on XXXX XXXX, 2015. He stated at the end of our conversation that I would receive a call back later that day. To date, I still have not received any contact. On several occasions, I had to call his office multiple times in one day. Specifically on XXXX XXXX, 2015, I called XXXX ; XXXX in the morning and XXXX at close of business, only to be told that I would receive a call back both times. I never did receive that call. Instead XXXX XXXX sent me an email to call him the following morning. Since I began the mortgage process, I have been pursing the XXXX Achieving the Dream product with the 3 % Down Payment Assistance Loan. Since XXXX 2015, the rate has held steady at 3.375 %. However, on XXXX XXXX, 2015, the rate rose to 3.5 %. Because I waited to hear back from these award-winning employees, I am now locked in at a higher rate, thus spending XXXX more over the life of my mortgage. I now highly regret engaging in contact with XXXX, believing that I would receive timely correspondence. During the course of my career, I have been trained to spot regulatory violations and this XXXX is glaringly obvious. It is exceptionally unfair that I am now subject to the higher rate and thus more money out of my pocket, because I waited for contact me back. Had these loan officers followed through not only in communication, but with my application, this could have been avoided. Furthermore, having sent XXXX XXXX and XXXX XXXX the XXXX pieces of information that constitute an application and receiving no response to date, this is clear violation of the service level agreements set forth by RESPA statute. I have attached a timeline of events depicting the correspondence between XXXX and myself. Emails and phone records are available upon request. I want to know what XXXX will do to rectify this situation.
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| 02/22/2021 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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Our original VA loan was with XXXX XXXX XXXX. As of XX/XX/XXXX, Freedom Mortgage took over the loan for our home. We accepted a purchase offer on an adjacent piece of property next to our home. There is no mortgage on the property being sold. On XX/XX/XXXX our lawyer contacted us and said that the property being sold was part of our mortgage. It isn't. We contacted Freedom Mortgage and explained that the property was not part of the mortgage. The acreage on the loan document does not include the acreage of the land being sold, it was not included on the appraisal, the taxes and insurance are not in escrow. The only place in the loan document that refers to that piece of land is in appendix A. It is clearly a mistake. We explained this to the reps at Freedom Mortgage over and over. They said that they would look into. We called multiple times a week for updates, nothing was being done. On or around XX/XX/XXXX Freedom Mortgage was getting the tax and legal department involved to resolve. We continued to call for updates, nothing. On XX/XX/XXXX someone from Freedom E-mailed the legal department asking for an update, nothing. On XX/XX/XXXX a lawyer hired by Freedom Mortgage contacted me to review the situation. She immediately understood the issue and said it would be no problem to resolve this. She felt the best course of action would be to do a lien release. She filed the paperwork with Freedom Mortgage to be signed on our around XX/XX/XXXX. The lawyer said that due to the holidays, Freedom Mortgage probably wouldn't sign until after the XXXX of the year. I contacted the attorney on XXXX, no response. Again calling a couple times per week, getting no answers or updates. Finally on XXXX the attorney said that the documents were sent to the county clerk for filing. I contacted the county clerk, she said the documents were returned to Freedom Mortgage because they were missing information. Freedom Mortgage corrected the documents and sent them back to the clerk. On XX/XX/XXXX the clerk sent the attorney a message stating that there was still missing information. We spent 50+ hours calling and getting nowhere. We have done everything in our power to get this resolved. Here it is 17 weeks later and we still can't close on our property. We feel this unacceptable service and shows a lack of competency on the lawyers part. Can you please help us? We are desperate.
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| 02/12/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
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I am writing today ( XX/XX/XXXX ) to bring to the attention of the CFPB aggressive practices by XXXX XXXX XXXX.
Freedom Mortgage is the current holder of my mortgage ( Loan Number : XXXX ) ; the company reported in XX/XX/XXXX to the credit bureaus that I did not make payments on time. The report filed with the credit bureaus claims I had a balance of $ 1,000+ outstanding and 30 days past due. I have attached statements from my bank ( XXXX XXXX XXXX ) which show my most recent 3 payments sent on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX indicating no payment was ever late. The payments I made were in the amount of {$960.00} ( the same amount EVERY month with Freedom Mortgage ). I recently became aware that my payment has changed to {$990.00}. However, I have been living in XXXX dealing with family matters related to the deaths of my father ( XX/XX/XXXX ) and XXXX year old brother ( XX/XX/XXXX ) over the past several months and did not receive the notice of increased payment ( death certificates to be supplied upon request ). I learned about the underpaid amount in early XXXX and called immediately to pay down the small, accrued balance of approximately {$60.00} ( confirmation number : XXXX ). There is currently no outstanding, past due balance on my account and no payment has been missed. My credit score has gone from approximately XXXX to XXXX overnight as a result of this matter.
I spoke with Freedom Mortgage 's representative XXXX ( ID : XXXX ) on XX/XX/XXXX and she referred me to the Customer Care department. The Customer Care department supplied a letter on XX/XX/XXXX stating they will not retract the report from the credit bureaus. There was never an attempted phone call to alert me to the changed amount nor a grace period for an obvious extenuating circumstance for an otherwise timely and reliable customer. I would like this issue handled promptly and proper notifications sent to the credit bureaus outlining the situation to reverse the impact on my credit report. It is highly aggressive to treat a customer in this manner after paying payments ON TIME EVERY MONTH. The accrued balance was paid IMMEDIATELY upon discovery. There was NO telephonic communication with me during XX/XX/XXXX to inform me of the increased amount so I continued paying the historic balance.
Please do not hesitate to contact me directly at XXXX.
Thank you, XXXX XXXX
|
| 06/17/2016 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
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I financed a home with an FHA mortgage in XXXX, XXXX, which was then sold to Freedom Mortgage. Because interest rates dropped, I refinanced the loan in XXXX, XXXX on a streamline refi. The title company, mortgage broker, and I all tried to obtain a payoff for the end of XXXX, but were unsuccessful until XXXX XXXX, which meant that the loan could not possibly close by XXXX XXXX. During this time, Freedom called me to see if I would consider refinancing with them instead of my current broker. I declined but they still did not provide the payoff until XXXX XXXX, which was good only until XXXX XXXX. After approximately 10 days, I called Freedom to see when I would receive the refund of my escrow account. I was told that it took three weeks because they had to determine if charges were pending against my account. I asked them what would be pending, and after looking at the account, they told me there were no pending items and I should receive the balance of my account ( est. {$2400.00} ) in approximately two weeks. I received a check from Freedom but for {$1400.00}. I called several times to get an explanation from Freedom but was told it was all mortgage insurance premium ( MIP ). Finally, the last representative told me that {$290.00} was MIP, and the remainder was a full month 's interest that they were required to charge on FHA loans since the loan did n't close by the end of XXXX. First, I do n't know how there could be additional MIP when I was told earlier that there were no pending charges on the account. Second, the FHA rules changed for all loans originating after XXXX XXXX, XXXX to require interest only to the date of closing, not for the full month. When I told the Freedom representative that, he said their training requires a full month, and that my mortgage broker and I were both wrong. They have not refunded the additional {$1000.00} due to me.
Based on the responses I received from Freedom, I believe that this is a systematic effort on their part to overcharge consumers for MIP and interest not due to them. I believe that if you investigate all FHA mortgages owned by Freedom that originated after XXXX XXXX, XXXX that were refinanced, you will find that they have systematically overcharged consumers for both MIP and interest, and that they have deliberately delayed provision of payoff amounts to maximize the interest retained by Freedom.
|
| 02/12/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
Was informed on XX/XX/XXXX via email that my Freedom Mortgage loan was being transferred to XXXX XXXX, and that my auto-payment would be cancelled. I also received a letter on XX/XX/XXXX, dated XX/XX/XXXX, stating the same. Because I did not have any account information for XXXX XXXX yet and would be unable to make a payment directly to them, I went onto Freedom Mortgage 's website on XX/XX/XXXX to schedule a manual payment of the loan for XXXX ( in the amount of {$2100.00} ), knowing that it would be forwarded to my new servicer. This scheduled payment was successfully confirmed on their website. Noticing that the payment had not gone through by XX/XX/XXXX, I went onto Freedom Mortgage 's website, and discovered that they had silently cancelled the payment I set up on their website without notifying me!!
I then scheduled a billpay through my bank ( XXXX XXXX ) to pay Freedom Mortgage directly, and XXXX confirmed that it was paid electronically to Freedom Mortage on XX/XX/XXXX.
I called Freedom Mortgage on XXXX XXXX, XX/XX/XXXX, and XX/XX/XXXX to inquire on the status of the payment, and each time was told that the payment was not received. The customer service staff were adamant, each time, that the payment had not been received by Freedom Mortgage, even though I had confirmed with my bank that the payment was sent, electronically, directly from XXXX to Freedom Mortgage on XX/XX/XXXX. They had no way to elevate the issue and investigate the missing funds. They also insisted that it was no big deal, given that I had a 60 day grace period due to the loan servicer transfer, and would not be charged any fees or have a credit score impact, regardless of whether the payment was actually received by them or not. However, based on 12CFR1024.33 ( c ), this only applies if they receive the payment, and since they are claiming not to have received it, it is unclear that this grace period would actually apply.
Given this, to avoid late fees and the impact to my credit score, I have separately made payment to my new servicer ( XXXX XXXX ), and am attempting to get Freedom Mortgage to return the funds to my bank when they find them, however, they are insisting that they need to forward them on to the new servicer. This would lead to me having double-paid my mortgage payment for XXXX, and severely impact my budget and ability to pay my other bills.
|
| 01/31/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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|
My mortgage is held and managed by Freedom Mortgage Company who has mismanaged my PMI account with XXXX XXXX. My loan terms set PMI at XXXX a month. Freedom Mortgage took my loan over in XXXX of XXXX. My first payment was due in XXXX of XXXX. Freedom Mortgage paid my PMI of XXXX in XXXX of XXXX, then did not pay again until XXXX of XXXX. Then XXXX and XXXX PMI of XXXX was paid for each month. Then in XXXX of XXXX, Freedom Mortgage paid XXXX out of escrow toward PMI. Since only XXXX and XXXX of XXXX PMI was missed, they refunded my escrow account XXXX. Then in XXXX Freedom Mortgage took another XXXX out of escrow toward PMI and nothing in XXXX of XXXX. On XX/XX/XXXX, Freedom Mortgage took another XXXX for PMI and another XXXX for PMI on XX/XX/XXXX. That said my PMI should be paid through XXXX of XXXX ; however, their team is providing misleading information about my PMI payments and how much they have taken. Freedom Mortgage also provided escrow statement with inaccurate information that does not mirror my statement or payment history. Their team members on the phone have acknowledged that they took too much out in advance for PMI, which made my escrow account appear too low, causing my monthly payments to increase, but now loan is being sold, so they aren't sure anything may be done. This has been an ongoing battle since XXXX of XXXX and I would like either of the following to occur, PMI statement showing paid through XXXX of XXXX or refund to escrow account for XXXX. PMI XXXX XXXX said I am paid through XXXX of XXXX, but Freedom Mortgage says all PMI checks have been issued and they can not void to refund escrow, nor are they sure that they can put it in writing to new loan servicer that PMI is paid through XXXX. I need help, they have had me speak to countless employees, sent numerous emails, waited on hold extended periods resulting in average call duration of an hour with every attempt to seek a resolution, all to get no where. They have stolen money and I need your help to get it back or obtain proof PMI is paid and not due until XXXX of XXXX. XXXX XXXX who hold PMI certificate says their agreement is with Freedom Mortgage so they can't provide me with documents to reconcile XXXX or XXXX PMI payments. As a consumer, with rights and protection, I need documentation from both parties to get this matter resolved and my escrow account corrected.
|
| 09/15/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
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|
Web |
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One two separate occasions XXXX and XXXX my escrow payment increased. These increases caused my payment to have shortages.
XXXX Issue : When this happened in XXXX I sent in the shortage amount and it was received before XXXX, but the offices were closed for the XXXX holiday and not credited to my account. This triggered a computerized non-payment ( 30 days past due ) process, because it was not in the full amount. All XXXX of the major credit bureaus were given negative 30 days past due remarks. I eventually got a supervisor from Freedom Mortgage to fix the problem and sent me a letter that the credit bureaus were notified to remove the negative remarks. Fast forward to XXXX and the XXXX 30 days past due is still there. I only noticed because once again something similar occurred.
XXXX : Similar situation, escrow increase, I adjusted my scheduled payment for the wrong month. I did n't realize anything was wrong until I got the financial hardship paperwork, I was confused since I made all my payments. I called them immediately and they said I was short on a payment ( {$120.00} ) and they did not credit any of my payment. I was told it would not be marked late if sent in the shortage right away. I did this and obviously that was not good enough and I was marked 30 days past due ( even though they assured me I would n't get marked late with credit bureaus ), then I got hit for 31-59 days past due because they were just holding 2 months worth of payments and not crediting my account. I spoke CS everyday Mon-Fri during the month of XXXX. I was sincerely trying to deal with this problem, I even sent in the shortage amount again during the month of XXXX, which seems to be an over payment. I waited the entire Month of XXXX to get in touch with a supervisor, calling every other day with no luck. They called my house phone once while I was work even though I specified them to call my mobile number. For the last 2 weeks in XXXX, I never got a call back from a supervisor to address these issues. I was told it would take 2-3 business days by a CS rep eventually, but that never happened. There 's no way to call back a supervisor and every CS rep has a different supervisor so you have to go through the front line ( and the long process ) every time you call in and hope that a supervisor is available ( never ), or will actually call you back ( not likely ).
|
| 11/04/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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We have an escrow account with Freedom Mortgage that has a balance of {$6000.00} as off XX/XX/XXXX. We received a noticed from Freedom Mortgage our homeowner insurance will expired soon and ask to provide proof of insurance in XX/XX/XXXX. We immediately contacted our insurance agent ( whom has been our agent for the past 10 years ) for our homeowner insurance declaration page and send the document to Freedom Mortgage. Our insurance agent also informed us our policy has expired XXXX XX/XX/XXXX at XXXX, I called to Freedom Mortgage to confirm they received the insurance declaration page. They confirmed the receipt of the declaration page but have not for some reason our escrow account is NOT set to pay for our homeowners insurance. The representative told me that they can overnight a check to insurance once they can get this resolve on their end. I asked to file a formal complaint and get this escalated to management and receive a call back about this matter because our property taxes is coming due in XXXX. I did not receive any response from Freedom Mortgage, therefore, I called again on XX/XX/XXXX. Talked to a representative name XXXX and XXXX to resolve this issue, file a complaint and receive a call back. No call back. Talked to our insurance agent XX/XX/XXXX since we have no homeowner insurance coverage as our policy expired XX/XX/XXXX and we have not heard back from Freedom Mortgage. We decided to pay our homeowner insurance policy with our credit card because there was no responds from Freedom Mortgage on when they will pay our insurance premium. If Freedom Mortgage does end up paying, our insurance company can reimburse us.
I called Freedom Mortgage again on XX/XX/XXXX at XXXX and I talked to a XXXX. XXXX did not provide any useful information and can not confirm if they will send a check to our insurance and can not confirm our property taxes will be paid in XXXX. Again, XXXX said she will escalate this matter to her supervisor. After spending hours on the phone for the past week, we still have not receive any response from Freedom Mortgage about this matter. We do not know if our property taxes nor our insurance premium will be pay but Freedom Mortgage has over $ XXXX in our escrow account and continue to collect funds towards our escrow acct from our month payment. This is not acceptable business practice and is unfair to consumers.
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| 09/29/2021 |
Yes |
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Web |
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XX/XX/XXXX Freedom Mortgage Attention : Customer Service : Subject : Loan [ XXXX ] XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, PA XXXX This is a " qualified written request '' under Section 6 of the Real Estate Settlement Procedures Act ( RESPA ).
I am writing because : The service received from day one has been very unprofessional and subpar. Please note I closed on XX/XX/XXXX and a notary came to my home. I signed all of the required documents and thought things were completed. Freedom Mortgage didnt realize the closing had taken place and sent a second notary to my home to finalize things. Just recently I received a check from Freedom Mortgage for {$3100.00} which came from my escrow. The check was sent to me in error ( mishandling ) of funds. The removal of those funds from my escrow caused my escrow to have a negative balance at that time. Freedom Mortgage withdrew my XXXX payment for the increased amount which caused several payments to be returned as non-sufficient funds.
Please note multiple calls as well and written communication have been made to Freedom Mortgage. Most contact results in my questions/ concerns being unanswered to my satisfaction. Ive been mistreated and my account has been mismanaged since day one. Please note Ive been passed around from one customer service person to another to no avail. Finally I was put in contact with XXXX XXXX. Mr. XXXX has tried to make sense of things.
Please note the unprofessionalism and mismanagement of my mortgage has caused my stress level to elevate. The withdrawing of the increased mortgage payment caused me a hardship. I pride myself on maintaining a good credit profile and situation like this can cause negative information to be reported to the credit bureaus. Ive been pulled away from my work trying to resolve these matters, often the hold times are unacceptable and most calls end in no resolve.
Please advise what can be done to compensate me for the unprofessionalism and mismanagement of my mortgage. Ive made the XXXX payment in good faith. It would be nice if XXXX payment could have been waived and my account credited for the inconvenience caused. I can be reached at : ( XXXX ) XXXX.
I understand that under Section 6 of RESPA you are required to acknowledge my request within 20 business days and must try to resolve the issue within 60 business days.
Sincerely, XXXX XXXX XXXX
|
| 09/30/2021 |
Yes |
|
- Trouble during payment process
|
|
Web |
|
|
I am writing you to officially lodge a complaint against our mortgage company. We went into forbearance on XX/XX/XXXX. We came out of forbearance on XX/XX/XXXX. We made a payment for XX/XX/XXXX unaware that we didn't have to start paying for two ( 2 ) more months. Clearly at the start, the payment we made for XX/XX/XXXX, was applied to that XX/XX/XXXX, and subsequently Freedom Mortgage sent us two ( 2 ) documents stating we had to make our next payment in XX/XX/XXXX and NOT XX/XX/XXXX. One of those documents we had to sign, notarize, and overnight back to Freedom Mortgage, which we did ( documents attached. ) We started paying XX/XX/XXXX, as Freedom Mortgage instructed, and on time every month since then. However, the XX/XX/XXXX payment we made was, according to a representative we talked to, applied to XX/XX/XXXX instead of XX/XX/XXXX when we made the payment. By doing that our account shows as if we are one ( 1 ) month past due. We have contacted Freedom Mortgage ad nauseam about the incorrect application of our XX/XX/XXXX payment. We have tried to have this corrected over the phone many times only to be told three ( 3 ) of those times, " Oh yes, I don't know why that hasn't been corrected. '' We have sent a letter explaining this mistake by XXXX Overnight to have proof of their receipt of the letter. We received no reply.
I emailed their Loss Mitigation department Monday XX/XX/XXXX, and I called Freedom Mortgage Monday XX/XX/XXXX to see if my email to Loss Mitigation had any results. The woman I spoke to said she could see in our file that it is being worked on, and she said there was a note in our file not to charge us a late fee, indefinitely. To us, this says that they see there is an issue. That is why we are turning to you for help. This has now shown up on our credit reports. We challenged it with the credit bureau, and the late payment was removed, but we do not want this to continue to happen. We feel they made a mistake, and have no idea how to fix it, and that is why it has been five ( 5 ) months now.
ALL our payments prior to Forbearance were on time, and they have all been on time since being out of Forbearance.
We look forward to a speedy resolution to this ongoing misapplication of funds. Please find the attached documents to which I earlier referred. Should you need any other documents, please let us know. Thank you.
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| 01/21/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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We purchased our home in XXXX of XXXX through J.G. Wentworth and JG Wentworth continued as the loan servicer. The property purchased at XXXX XXXX XXXX has to county apn numbers : # XXXX and # XXXX. The property taxes were paid on one apn and not the other, although both are included in the mortgage paperwork. This information was brought to their attention two years ago after receiving deliquent tax notices from the county of XXXX, CA. This was again brought to their attention on XX/XX/XXXX via email with a confirmation saying the delinquent taxes were received. I received an email on XX/XX/XXXX saying that any deliquency would be paid by the company out of a corporate account. I called the company to confirm, and was informed that the taxes would be paid on XX/XX/XXXX. They wouldn't give me this information in writing by mail or email. I also requested an audit of our escrow account, because the escrow amount should have covered the deliquent taxes. Our loan was then transferred to a new servicer, Freedom Mortgage, effective XX/XX/XXXX. I immeditely sent the deliquent tax notices to the new servicer. The reviewed the infomation and assured me that the taxes would be paid on XX/XX/XXXX and that an escrow audit would be performed and sent to me by XX/XX/XXXX. Again, they wouldn't confirm this information in writing or give me a confirmation number. Freedom Mortgage has also added hazard insurance and an additional flood policy in addition to the homeowners and flood insurance that I already carry. I notified my flood policy agent ( XXXX XXXX of XXXX XXXX ) that the maximums of the policy needed to be increased, and they did increase them right away. I have received a letter again telling me to increase my flood policy maximums or they will obtain a policy for me. They are increasing my payment from {$1600.00} to {$1900.00} to cover this. It seems that they are adding things without my authorization or need and not paying the property taxes for the second apn. The deliquent taxes equal {$10000.00} with penalties. I just want the property taxes paid and I want to see where all of the escrow money has gone if it wasn't used to pay the taxes. I have not been late on payments and I have carried proper flood and home owners insurance since the inception of the loan. If this isn't remedied immediately, I will be forced to take legal action.
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| 02/02/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I recently called XXXX XXXX ( on XX/XX/2018 ) with a problem regarding my payments. I prefer to manually pay my monthly mortgage payment, which equates to {$2700.00}. Twice now I have had the issue where I manually pay before the due date, but then a second installment is taken out of my account through their recurring payment program. I did initially sign up for this program, but then thought I had cancelled it. The first time redundant payments were taken out for one month and my checking account went below {$0.00}, I thought the representative from Freedom on the phone had unrolled me from the recurring program after I called in to rectify the situation, so I assumed I could make the payments myself. Yet, it happened again. I called Freedom again and spoke to a particularly unhelpful representative named XXXX ( # XXXX ). She was rather impolite from the start of the call and asked me why I would make a payment when I enrolled in the recurring payment program, even after explaining the situation to her. After I told her I did not want to be charged an insufficient funds fee from XXXX, she proceeded to tell me it was my fault anyway. Frankly, I was taken aback by her unwillingness to help and unfriendly tone. Additionally, XXXX said she would email me a confirmation of her ending my recurring payment enrollment after I asked, but I have yet to receive the email. Also, she did not actually unroll me as I had to go on the website and unroll myself, meaning, XXXX had lied to me. I asked XXXX to speak to her manager, but she did not comply with my request and I was not able to speak to a manager. After my call with XXXX, I called XXXX to put a stop payment on the second mortgage charge. Luckily, XXXX was gracious enough to waive the {$30.00} stop payment fee, which they did the last time this happened.
We have been particularly unhappy with this mortgage company, which was handed to us ( i.e., we did not have a choice in the matter ). We originally had XXXX XXXX which was great, then were automatically transferred without our consent. Overall, our experience with Freedom has been disappointing and frustrating.
I tried filing this same complaint on Freedoms website, however, received a message stating, Were sorry, an unexpected error occurred. Please try again later. I attempted to submit the complaint twice, and had the same issue.
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| 01/03/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
Servicemember |
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XXXXTHIS IS URGENT!!!!! **** I submitted a prior CFPB complaint against Freedom Mortgage to have my account information corrected on my credit report to correct the payment history to reflect NO late payments, as a 30-day payment was being reported for XXXX, 2020 that was not correct ( on XXXX ) XXXX Per the company 's response ( attached hereto ) they confirmed the inaccuracy and claimed to have submitted the information to correct the error to the credit bureaus. However, when I pulled my updated credit report instead it now shows WORSE information instead ... .a 60-day late instead and no correction made for the first error as agreed!!!!!!!!!!!!!!!!!!! As I previously stated, I am in the process of purchasing a new home and this has created serious issues with my loan. I am now being denied because of this continued error!!!!!!!!!!! This is completely unacceptable and I need this fixed CORRECTLY immediately as I was told in writing would be done by XXXX XXXX XXXX, Manager of Customer Service w/Freedom Mortgage! I am not sure how such a serious error can be made on someone's account, but this has to be rectified immediately as this is causing me serious financial damages at this point. I have NEVER made ANY late payments on any accounts with Freedom Mortgage and I need ALL credit bureaus to reflect this accurately. Currently, XXXX is now showing a 60-day late payment per attached report!!! How that is even possible, when it was only 30 days late before for the same month! Suddenly, now there is NO 30-day late, but a 60-day late????????????!!!! Ridiculous. I do NOT have 60 days for this to be corrected due to my loan in process. I need this correction submitted immediately and the AUD # s provided to me. I also now need a written letter from Freedom Mortgage admitting to this error for my current underwriter, as they now feel I am not telling the truth and need documentation in writing from Freedom and a corrected credit report showing NO LATE PAYMENTS!!! I have never in my life seen such complete negligence. I have spoken to an attorney regarding this and will be retaining legal representation if this is not corrected within 24 hours of receiving this complaint. I can not wait any longer, as I am in the process of obtaining financing for my home purchase. Please understand the seriousness of this matter and rectify this promptly!
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| 05/13/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I have a conventional loan that I have always been on time with and not had an escrow account. My home insurance provider is no longer covering home insurance and I missed the notice and had a very small lapse in home owner 's insurance. Freedom Mortgage asked for my proof of insurance, which I provided with my new policy for the next year. They said since there was a small lapse they would go back and add in force hazard insurance for the back dates. This was from XXXX the dates of lapse. I tried to call a few times but was told I had to pay their fee of {$100.00} for the backdated insurance so I did. I saw my online statement with a change to my payment amount. I pay XXXX and my new payment is {$1600.00}. I spoke to Talked to XXXX on XX/XX/XXXX and got payment done of {$100.00} for the in force. She said she didn't know why they had put escrow on the account but that she would get it fixed and going forward since I paid the in force escrow my old payment would resume.
She told me she was making a task for this to go into the funds due to the escrow for the lapse in insurance and by XX/XX/XXXX will be taken care of. XXXX, who was very nice and helpful and assured me it would be taken care of, from Freedom Mortgage also told me the escrow account change taken off with the completion date of XX/XX/XXXX. I called again today XX/XX/XXXX because my account still showed {$1600.00} instead of the {$1400.00} I always pay. The lady I spoke with today said there was a note on the account that since I had a lapse of insurance it was now mandatory that I pay the higher payment and had to now escrow my mortgage for hazard insurance. I explained to her my funds are tight, especially with the current situation and that I have already just paid for another year of hazard insurance, I do not want to also pay an inflated escrow account. She said that was the rule, nothing she can do. I asked if she could please let me talk to a manager as I am never late, and this was such a small lapse already taken care of and she kept me on hold for a while and said no managers were available to speak. I never got anything even stating that I now had a higher payment or would be forced into escrow. When I had called before they said once I paid the in force amount, which I did, they would make sure to have my account changed back before my next payment was due.
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| 12/02/2016 |
Yes |
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- Settlement process and costs
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Web |
Servicemember |
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I was approached by Freedom Mortgage company via mail regarding a Streamline VA IRRRL. From the beginning ( loan application ) the loan officer put the wrong property values in the loan application. They fudged the numbers in order to make it appear as if the new loan would save me money. I am not XXXX consumer and I know that .5 % is not going to save me a significant amount on my monthly payment. The disclosure said " existing loan '' and those numbers do not reflect my current payment even after I give them my specific loan amounts. I rejected the loan application and told them that once they applied the exact numbers I provided them I would sign the application and we could move forward. The loan associate made the adjustments and we moved forward. I assumed that this was human error and that we could move past this and get on with the process. I specifically told the loan associate that I wanted the principal balance of the loan to remain the same. That I would pay all prepays and escrow at time of closing. I was very specific about this.
Flash forward 30 days. Delay, delay, delay. That is what they did. Error after error on closing disclosures, double charging prepays and escrow amounts. Submitting then resubmitting so many erroneous documents that it was confusing to determine which was the last incorrect disclosure. Promising time and time again that they would take care of it then not respond. they pushed out the closing date again and again. Then pretended that each error was in-fact an error and not intentional. This is the name of the game with this particular company ( Freedom Mortgage ). Their claim, a no cost VA refi., yet they manage to fudge the numbers and some how the principal on the loan grows by {$2000.00} to {$3000.00}.
The pay off shows how much is required for escrow and interest. I know because I viewed the pay off statement. I also know when my taxes are due and I know how much I have in escrow.
This company creates confusion and I think that they are hoping that the customer will just give in and say fine lets just close this loan. It 's a tactic. Confuse consumer with the documents and the figures, tell the customer that is just how home loans work. In the mean time make the numbers are so ambiguous that it appears that the customer is saving money. It is all smoke and mirrors with Freedom Mortgage.
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| 11/04/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I wanted a pay-off quote for my mortgage loan with Freedom Mortgage ( Loan # - XXXX ). So I went to their website and logged into my account to see if I can get it online. In their FAQs section they mentioned the process as below.
-- -- -- -- -- -- -- How do I request the payoff amount for my loan?
You XXXX contact our Customer Care department at ( XXXX ) XXXX to request your payoff amount. Freedom Mortgage Customer CarXXXX representatives are available to assist you Monday through Friday from XXXX XXXX and Saturday from XXXX XXXX Eastern Time. You may also send a request to XXXXXXXXXXXX or mail to Freedom Mortgage, XXXX. XXXX XXXX, XXXX, IN XXXX.
Please be advised, we are not able to send a payoff quote to a third party without the borrower 's authorization. Please ensure the authorization is provided at the time of the request.
-- -- -- -- -- -- -- So I sent an email request on XXXX to the email address mentioned above. There was no mention of any fee for this payoff quote request in their website.
Since I did not get response, I called the Customer Service number provided above on XXXX and asked for Pay-off quote. The agent said they are working on it and I will get in couple of days. There was no mention of any fees for this payoff quote request during our conversation. They can check the call recording.
On XXXX I received the payoff quote by email and in that email also there was no mention of any fee that would be charged for requesting payoff quote.
On XXXX when I checked my Freedom Mortgage online account in the website, I see that there was a {$30.00} fee that was charged towards this payoff quote request.
This is extremely unfair to charge me a fee when there was no indication on the website or I was told about this when I spoke with the agent on XXXX.
I called Customer service on XXXX and they said they can not revert back the fee. Why should I pay a fee that I was not told or disclosed to me earlier? I feel deceived by Freedom mortgage charging fees without my knowledge and they told me it was because of XXXX XXXX charging Freedom mortgage. So how will I know what other third parties charge to Freedom and then I have to take the hit on this? There is no transparency and this is cheating borrowers.
I would like CFPB to look into this compliant and have Freedom mortgage revert back the {$30.00} fee.
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| 07/18/2016 |
Yes |
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- Application, originator, mortgage broker
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Web |
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My fiance and I was searching for a forever home and we finally found one and put an offer on it. My fiance went with freedom mortgage because he was referred. The house was supposed to be a convential loan but with the ac missing and the front door in need of repair it had to be a XXXX loan. I was told it does n't take a super long time but it is longer than comventional. They were still gather info on our credit and financial things even in to month 3. Which is ridiculous. By the time they sent for an appraisal, that did n't come back for over 3 weeks which was after our closing date. Yes, we had to have an extension and it was approved. The appraisal came back with XXXX item on the list which included a whole lot of small repairs including replacement of a vanity cause the floor in it was broke to outlet covers, but yes there was one repair that cost a lot and that was the outside siding. Freedom mortgage would n't let me pay any money out of pocket or do any of the repairs myself which just kept raising my mortgage dollar amount. I had the money to pay for repairs out of pocket but they said that all I had to do was tell the contractors to not deduct the whole amount and the money left in account will go back to principle, and meanwhile with their procrastination we had to have a second extension which was approved. Now it 's past 4 months and closing date is coming up again and my lender tells me we are not going to close on that date. I filed for a 3rd extension and was told I would have to put more money down for deposit and my extension is approved but only because I am an excellent buyer with excellent credit and money in the bank. With the 3rd extension steadily approaching it was clear freedom mortgage would not be able to get their paperwork in order. My loan officer and my loan processor could not agree with anything and my loan processor kept losing my personal financial paperwork hence why it took over three month to collect my financial stuff. Now I lost the house and I 'm extremely mad because that was a home that I could see myself for the next 30 40 years. My loan was denied because of too many extensions not because of me but because of them. But they sent me a denial letter saying I cancelled the deal, which I did not. And because of that I ca n't get my deposit back. Please help me get my deposit back.
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| 09/05/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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In late XXXX of this year a contacted a lender about refinancing my current mortgage. During that process it was discovered that I had a past due amount for property taxes totaling XXXX. I checked with the county and sure enough my property taxes had not been paid. This was the first time that I became aware of this. I escrow my property taxes and insurance into my mortgage payment which has been paid on time every month. I contacted my current mortgage company, Freedom Mortgage to find out why they had not paid the taxes. They assured me that they made the payments. In fact, they claimed to have made three ( 3 ) payments ( XXXX, XXXX & XXXX ). After some research on their part they discovered that the payment they sent in XXXX was returned because it was for the incorrect amount. When it was returned they failed to issue a new check and get my taxes paid. I inquired as to why so many checks were written to pay my taxes ( as they were not partial payments but full payments ). They did not give me a clear answer, only that they send bulk checks to the county. However, they claimed that the three checks that they sent on my behalf were not bulk checks but individual checks just for my account. Despite this, they do not know what happened to the XXXX and XXXX check as it was only the XXXX check that was returned for the wrong amount. It would appear also that they waited until the very last minute to pay the taxes because the bills go out in XXXX ( in XXXX county we have until XXXX the following year to pay ) yet they did not send a payment until XXXX.
In good faith I make my monthly mortgage payments which includes escrow so I expect my mortgage company to pay my property taxes in full and on time. I have now suffered harm as a result because in the process of my refinance the delinquent taxes will now cost me money because it will have to paid by new lender and added onto the loan. Therefore, Im forced to take a higher loan amount if I chose to go through with the refinance due to my current lenders incompetence and what appears to be funneling of money. They need to be thoroughly investigated. Ive uploaded a copy of my annual escrow statement which was sent in XXXX which shows how much was paid into escrow and how much they claimed to pay out, yet my taxes are delinquent. Also uploaded is a copy of the county 's invoice.
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| 03/14/2016 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
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XXXX XXXX, I settled with XXXX XXXX on my new house. My first mortgage payment was due XXXX XXXX. My Mortgage loan was transferred to Freedom Mortgage and has been a horrible experience. My first payment was made via check and cashed/cleared my account by Freedom XXXX XXXX XXXX. I attempted to make my second payment XXXX XXXX via internet but system problems so I telephoned it in that payment and was advised there system was done. Hours later I logged into Freedom website and saw to pending mortgage payment. Immediately, I called them. I was advised the payments could not be stopped but that once they received both payments, the other erroneous payment could be refunded. After weeks of Freedom not taking, not even one payment, I started calling. After three days, I spoke with a supervisor whom advised, my XXXX payment was cancelled out by someone but could n't explain why, and he said it appeared as if my XXXX XXXX payment was being refunded to me and that I would need to remake my XXXX XXXX payment. This sounded ridiculous. By now my account was reflect I owed XXXX XXXX, XXXX XXXX and since it was getting close to XXXX XXXX. Freedom opened and investigation to look into my account. They even reported this to non-sense on my CREDIT REPORT WHICH HAS NOT BEEN CORRECTED YET AND SHOULD BE DELETED. I had to provide a copy of the cancelled check showing I made my XXXX XXXX payment because they could not locate the check and said they could not find the funds. They stated the funds should have been applied back to my bank account, FALSE. I had to provide bank statements to proof this. I sent a letter advising I would seek legal action if my account and credit report was not corrected. I am still waiting for verification this has been deleted on my credit report as I want to retain my same credit score. How can a company with a pending investigation report an unresolved matter to your credit? They currently have me owing a late fee for XXXX XXXX. I called in on the XXXX and made this payment, my payment is not considered until after XXXX. They are saying it was not received until the XXXX. I am now requesting a letter from Freedom Mortgage stating that they have deleted this from my credit. I was informed it was made current, NO this is not sufficient. It needs to be deleted. I had excellent credit with an impeccable credit score.
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| 01/05/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I bought a condo in late XX/XX/XXXX. Within a couple months of closing, my mortgage was sold to Freedom Mortgage.
I have paid the same monthly amount for almost XXXX years. I have never been late, as the loan is an automated ACH payment from my bank account. I do not have an escrow account as I pay insurance and taxes outside of At some point in summer of XXXX, Freedom Mortgage contacted me regarding insurance coverage via mail. As I already have insurance coverage, I disregarded the notice. What apparently happened was I misunderstood they needed proof of my coverage. They did not contact my insurance agent. They did not call or email me for additional information.
Instead, they applied an insurance coverage over twice as expensive, but no more thorough, than that which I already had, and determined it needed to come from escrow, so they considered me in negative escrow, driving up my monthly payment. I was not aware of this.
My insurance company, meanwhile, was providing updates to XXXX XXXX, the original provider of the mortgage.
By the time I understood this, I think in XXXX, I started following up. I was not getting my mail regularly during the fall due to staying in a remote area due to Covid, and my mail not getting forwarded.
By XXXX when I got reconnected to my mail ( again, no call, no email in the interim ), Freedom mortgage had - reported me negatively on my credit report, causing my score to drop not only below XXXX for the first time i believe in over a decade, but BELOW XXXX, which means i am unable to get good rates on anything - continued to collect my monthly payments but NOT APPLY THEM TO MY MORTGAGE - instead holding them in an unapplied payments 'bucket ' - put me in collections, considering me over {$4000.00} in arears as of XX/XX/XXXX On XX/XX/XXXX, I provided, via email, to Freedom Mortgage, proof of ongoing insurance coverage and no gap for the last two years. In addition, I asked to have my credit restored, my payment returned to its monthly amount prior to this, the escrow eliminated since I do not owe it, and the payments they have been holding, PLUS THE INTEREST earned on them applied to my balance. I have not heard back from them.
I am now unable to refinance at a lower rate or from a more reputable company due to the issues they have created with my credit report. I am astounded.
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| 09/16/2021 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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I began working with XXXX XXXX XXXX in XXXX of XXXX after they aggressively pursued a loan modification with me. They were kind and professional and all of the paperwork seemed legitimate. I signed some disclosures so that the company could speak with my current mortgage company and even sent them financial documents such as W-2s and bank statements. This resulted in me not receiving any information from my mortgage company throughout this process which caused me to miss key information that would have alarmed me of the issue. I received a letter from XXXX XXXX stating my new mortgage payment which was a XXXX XXXX dollars lower that my initial payment. I was told to make the payment directly to them and theyd be paying my mortgage company. I was given an initial date of about 90 days out of when the process would be complete. The date continued to be pushed back and the continued to ask for post dated check payments 3 months at a time. By XXXX of XXXX I had made 8 payments of {$1600.00} to this company totaling to over {$11000.00}. I reached out to them in XXXX via phone and email and I could not get ahold of anyone. This raises another red flag since they had been so persistent up until then. Eventually I got a phone call back and I was asked to send another payment. I told them that I would not and I requested a refund because they were not doing what they said they would. I have researched this company and Ive found several complaints without resolution with the XXXX. I intend to get a lawyer to try and get my money back. This has caused me to come close to losing my home. The only thing that saved me is that the company requested a forbearance while they acted like they were doing a modification. I believe they pretended they were me but I am not sure. I am in the process of a loan modification with my actual mortgage company Freedom Mortgage who has been nothing but helpful. I owe about {$21000.00} to my mortgage company because of all of this. This has affected my credit and my ability to get loans due to the negative equity. I have never missed a mortgage payment before this incident. I am disappointed that XXXX XXXX XXXX has been targeting people during a pandemic which was an already low time for many. I am hoping that you all can investigate them and prevent them from doing this to anyone else in the future.
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| 02/16/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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Freedom Mortgage has consistently sent letters suggesting that I can lower my mortgage rate by refinancing since XXXX. In late XXXX XXXX XXXX I spoke with someone at the company about the process and what would be required to refinance from an FHA loan into a conventional loan. I was told it was a simple process, would not require much work on my end and we could close in XXXX.
When I started the process in XXXX the employee who originated the loan overvalued my house. We were not told that we would have to have an appraisal done- in fact the original person indicated we could have an appraisal waived.
Since XXXX we have sent in document after document and theyve been lost by Freedom Mortgage every single time. I've had multiple people assigned to this loan and no one can give me clear answers on what's going on with the loan.
Because the originator overvalued our home and the appraisal came in " under value '' we were contacted by Freedom Mortgage letting us know that this would cause some issues with the loan and it might be better to just restart the process. After confirming that it might not be that big of a deal and would only impact escrow we moved forward with the original loan package. It was once again, reassigned.
During this time we've been repeatedly asked for documentation showing that we have cash to close, despite repeatedly telling Freedom Mortgage we were interested in rolling that into the loan itself. We are now almost three full months after this initial process and we are once again being told that we have to provide documentation and cash to close - even after signing paperwork that rolled that cash into the loan on XX/XX/XXXX. I have tried to contact managers, consumer advocates, the loan originator on file and have not received timely responses or answers regarding why this package is so messed up or whats going on. It does not seem as if Freedom Mortgage has lenders that are truthful or if they even know what's happening with our loan. They consistently lose documents, have not honored the loan package we were sold, have not communicated the why behind the loan we are being sold, selling us this experience as an easy and fast process that will lower our monthly payment and at the end of the day I may not even be able to complete this process because of their inability to do their job.
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| 08/18/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I XXXX XXXX XXXX have been fighting to save my home from foreclosure for over two years. My financial difficulties began by the breakup of my previous marriage. After nearly {$200000.00} in loses I was able to regroup and start my life over, paying off over {$100000.00} in expenses and bills left from my marriage. I spent the better part of one year submitting the necessary documentation to modify my existing mortgage with originally XXXX XXXX XXXX, especially after a foreclosure motion was filed against my home. I hired a local attorney to represent my position, and upon review of hundreds of pages of documentation, a local judge decided that I was within my rights under the Fair Debt Collection Practices Act to modify my mortgage. For that matter, my rights to protect my home from foreclosure was violated under the Fair Debt Collection Practices Ac addendum of XX/XX/XXXX. I have since remarried, and my mortgage was transferred from XXXX XXXX XXXX to XXXX XXXX then to Freedom Mortgage Services. My modification was approved firs by XXXX XXXX, then again by Freedom Mortgage XXXX. On XX/XX/XXXX I submitted my second approval paperwork with Freedom Mortgage Services after making my here probationary mortgage payments. Mortgage payments are still being taken from my bank account on a bi-weekly basis. Suddenly beginning this month, I stared receiving threatening messages that my home would go back into foreclosure if my modification was not signed off by my ex-wife XXXX XXXX. My relationship with her is hostile, especially after my marriage to my new wife. She will not now sign off on the modification, even though my divorce decree was filed with all three mortgage servicers along with a copy of the quit claim deed. I believe that as long as I fulfilled my probationary payments and filed notarized copies of the approved modification where XXXX XXXX was excluded, then my modification is valid and must be honored and filed with the county clerks office. I am filing this complaint stating that my rights are in violation with the Fair Debt Collection Practices Act and The Fair Credit Reporting Act. I am notifying my attorney to file a counter lawsuit based upon these violations if this last modification where I am sole responsible is finalized. No further threats of foreclosure will be accepted or tolerated.
XXXX XXXX XXXX
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| 10/21/2022 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
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My complaint is with freedom mortgage. Loan number XXXX. My sister and I are trying to come out of forbearance due to covid. This process began last XXXX. My sister lives in another state ( NV ) I live in Massachusetts. In XXXX Freedom mortgage sent us a renewed payment amount for a partial claim forbearance plan which was {$400.00} less than our current payment. We were very excited. We filled out all the necessary financial info on their website. It was accepted and they sent us the loan modification packets to be notarized. Even armed with the knowledge that 2 different pamphlets would need to be notorized ( one for my sister in NV and one for me in MA ) they continually sent both packets to me. In the interim, the offers were deemed void because they became date obsolete. No less that 75 phone calls with Freedom have been made and received since last XXXX. They then sent a second set of packets to be notorized to both my sister and I to be notorized on the exact same date in 2 different states. Then submit them. We did that. The notary company that Freedom contracted out to come to my home showed up. We went through the process, she then left with my packet secure in a XXXX XXXX overnight envelope. Freedom claims they received my sisters but not mine. Again, the new offer lapsed because of the time limit. In XXXX, we were put through the process again and a much higher payment was now offered. {$1700.00}. I had my packet notarized and they received it. It was rejected on the basis that only one of us signed the packet even though they told me my sisters portion was on file and accepted.. Again, we reside in different states and the company is fully aware we can not be in the same physical location to both notarize a single packet. This entire time I have been making my payments. One month ago, they sent another packet. This time my payment on the new offer has ballooned to {$2100.00} a month. This payment is now larger that pre-covid and untenable for me financially. I am completely lost. They are starting pre-foreclosure with me now. Im asking for them to honor the first offer which is doable. I have only been able to speak with the same representative one time in at least 75 calls.. They say they are only loan servicers and not decision makers. Please help me. I dont know where to turn.
Sincerely, XXXX XXXX
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| 07/08/2020 |
Yes |
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Web |
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We were solicited by Freedom Mortgage via Mr XXXX XXXX to complete a streamline refinance of our first mortgage at the end of XX/XX/XXXX. We are not sure what happened, but the initial application was not processed by Freedom. So we had to reapply back in XX/XX/XXXXof this year. We still have not closed on this loan. Freedom Mortgage apparently did not know how to complete a subordination agreement. Even back as far as XX/XX/XXXX when we contacted our second lien holder to find out exactly what they needed to complete a subordination packet and emailed the exact information to Mr XXXX XXXX ( one of many different loan processors we have been shuffled with ), they still did not even attempt to send a pack until around XX/XX/XXXX. We have detailed notes from the many phone calls and email messages regarding this subordination process. For example, on XX/XX/XXXX per XXXX XXXX ( one of the many different loan processors after Mr XXXX ) they were " putting the subordination packet together. '' On XX/XX/XXXX per XXXX XXXX they are now " cutting the check for the subordination fee. '' On XX/XX/XXXX, they withdrew our application for being incomplete - stating it was our fault that we had not provided the subordination agreement. We legally can not complete this step for them! We were then transferred to another loan processor, Mr XXXX XXXX, who then had to put our application back into open status. We now have a new loan processor, XXXX XXXX. On XX/XX/XXXX, we received a call from our second mortgage company saying that Freedom did not send a complete subordination packet. We just spoke with our second mortgage company, and finally as of this week XX/XX/XXXX, they have a full packet. This company also tried to sneak in a new requirement that was not part of our original loan - a flood zone requirement. We are not in a flood zone, and this is not a requirement for our current loan. They backed off of that. On XX/XX/XXXX we emailed XXXX XXXX, Mr XXXX XXXX and tried to email the president of the company, the relations manager of the company and another supervisor XXXX XXXX. Yet, nothing was done for a few more weeks. We are starting to wonder if they are unwilling to work on our loan because of a bias due to our last name and assumed race. We filed a better business bureau complaint which nothing happened with that either.
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| 04/06/2018 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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Web |
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Freedom Mortgage incorrectly reported a 30-day late payment to the credit bureaus for XX/XX/XXXX payment for my primary residence FHA Loan # XXXX on my home at XXXX XXXX XXXX XXXX, XXXX, GA XXXX. I have contacted them SEVERAL times to have this corrected and to date the error has still not been fixed. As a result of this error, my credit score dropped 100 points and has caused me to be denied for my auto loan refinance due to this issue. I contacted Freedom Mortgage beginning on XX/XX/XXXX regarding this issue and numerous other times since then for over 30 days now.
I finally received a letter from Freedom Mortgage dated XX/XX/XXXX stating they would retract this incorrect derogatory information with the credit bureaus. A copy of this letter is attached for reference. I had hoped this would take care of the issue, but it has not.
I phoned Freedom Mortgage again on XX/XX/XXXX and was told by employee ID # XXXX ( " XXXX '' ) that they had submitted the information for the correction electronically on XX/XX/XXXX. I asked for proof of that electronic submission to be sent to me via email. I was told I would receive the information in 24-48 hours. I never received anything.
On XX/XX/XXXX, I opened a formal dispute with XXXX to have this item corrected. The other two bureaus ( XXXX and XXXX ) do not show this incorrectly.
On XX/XX/XXXX, I called XXXX ( who is the bureau reporting this incorrectly ) who claims this information was never submitted electronically or received by Freedom Mortgage on XX/XX/XXXX a
s claimed to have this correction/removal of derogatory information retracted as of this date. I spoke with XXXX and his supervisor, XXXX ( Employee ID # XXXX ). I was further told they would take 30, 60 or 90 days to fix it.
That is unacceptable, as I am now incurring financial damages due to being denied an auto refinance loan because of this matter that has significantly affected my credit score. This is a clear violation of the FCRA law.
This seems to be a blame game between XXXX and Freedom Mortgage and I am the victim caught in the middle incurring financial damages on a daily basis. Neither company is in any hurry to correct this major error. They are violating the law and need to be fined accordingly and made to correct this error immediately - not within the next 3 months when they get to it.
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| 08/19/2019 |
Yes |
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Web |
Servicemember |
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We were pre approved for XXXX$ by freedom mortgage on XX/XX/2019. 1 week before my closing date which was set for XX/XX/2019 they decided to wait to 2 weeks to tell us that the loan was not completed but if we go through the process that our new settlement would be XX/XX/XXXX. they were missing documents that our previous agent already had but did not forward to the new loan officer XXXX XXXX. They needed these documents because apparently we didnt have a loan at all and that we essentially needed to do the pre approval / loan over again as we were under the assumption this whole time that we were pre approved and granted the loan preparing to move in. That was not the case. My wife had to contact them to find all of this out at the last second. They claimed to have tried to contact us via phone, there number comes up as a scam also they never once called from a freedom mortgage line. Thankfully the sellers extended our closing date by a week. Throughout this whole extra time they stated we needed additional information and guaranteed us that once these items were cleared we were able to close. We have been very responsive in which any documents needed and promptly had it sent over. Freedom mortgage continued to push that it was "one thing than CD would be issued". Another week passes and they (the sellers) grant us another week till closing. Again still no loan still no answers. The agent even sent over private information to the sellers agent without our approval. Now its XX/XX/2019 and now I have no pre approval, no home loan, and no house because I sold the previous one because I was PRE APPROVED. Had to go through atleast 6 agents including XXXX the VP of Sales, XXXX XXXX VP of Sales, XXXX XXXX, XXXX XXXX, XXXX XXXX not including the underwriter for this to happen and yet we were told me was "theres nothing we can do for you sir". We even asked if we do not approve this loan, what do we approve for. Again, they stated we do not qualify for anything. We have had complete disrespect. Not once did they acknowledge that I'm a veteran. We are a family of five with XXXX young children now homeless without a loan, lost our potential home, and yet nothing to assist from their mistake and misleading information. Please help as I wish for this not to happen to another veteran, we go through enough stress as it is.
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| 11/02/2023 |
Yes |
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- Trouble during payment process
- Fees charged
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Web |
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On XX/XX/2023, I paid my mortgage as usual with Freedmom Mortgage, but when I checked my account on XX/XX/XXXX, I noticed that the mortgage payment had not been deducted. Worried, I immediately called the mortgage company but the call was disconnected after the automated service stated that a payment was made on XX/XX/XXXX. This was not enough information for me, so I called again on XX/XX/XXXX and spoke to a representative. The representative informed me that my bank had reversed the payment and that I owed a late fee.
I was confused because I pay all my bills from the same checking account and I have never missed a payment or been late before. Moreover, the mortgage company had increased my mortgage back in XXXX or XXXX, even though I have a fixed rate. This had already led to an incident in XX/XX/2023 when my payment was not processed because I did not listen to the confirmation number in its entirety. When I called back in XXXX, the representative told me that it was my fault, which made me very angry, but the representative stated she saw where I made the payment and honored my on time payment.
During my call on XX/XX/XXXX, I insisted that the mortgage company was at fault and asked to speak to a representative while having my bank on the phone. The bank informed us that they never received anything from the mortgage company. However, the representative still told me that I owed a late fee. This is not fair to me as a loyal customer who makes payments on time. I have worked hard to purchase this home, and my elderly mother lives with me and I am not going to put my family in jeopardy as the United States of America is in a housing pandemic.
Moreover, whenever I reach out to the mortgage company, a representative tries to persuade me to refinance my loan which I have refused several times. Unfortunately, on some occasions, I had to deal with a rude gentleman who talked down to me and belittled my character. He even went on to imply that I could not afford anything apart from an FHA loan. However, my credit score was good enough to secure my home and I strongly believe that I deserve to be treated with respect and dignity. Thank you for your attention to this matter.
I have provided screen shots from when I called the mortgage company to pay on XX/XX/XXXX and the calls, thereafter. Thanks again.
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| 09/23/2020 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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|
Web |
Servicemember |
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Our previous VA mortgage lender was XXXX XXXX XXXX. Our loan was placed into forbearance due to the pandemic. During this time our loan was sold to Freedom Mortgage. Almost immediately we begin to have problems with freedom mortgage. Several different departments begin to contact us and tell us that our loan was in forbearance And that our loan payments were late. We disputed this. Out of fear of misunderstanding and confusion we brought our loan to balance despite having 30 days by law due diligence not yo make any payments and asked that we remove the loan from forbearance immediately. They failed to do do so after three separate requests on recorded communication. They continued to contact us by email and phone calls for several weeks telling us that the loan was still in forbearance and that we owe them money with late payments. We then received a letter from Veterans Affairs stating that if we were having trouble making our mortgage payments that we should work with freedom mortgage indicating that freedom mortgage notified them of late payments when this was never the case.
Meanwhile a Freedom Mortgage loan agent XXXX XXXX contacted us and told us that we were eligible to reduce our interest rate by law with our VA mortgage. We initiated the process for refinance. After several miscommunications XXXX XXXX stopped responding to our emails and failed to return phone calls with questions. We requested supervisor assistance.
Then we were informed by an agent with freedom mortgage by telephone that our VA refinance was denied due to notice of late payments in last 30 days which was incorrect.
We initiated over a dozen calls to freedom mortgage and emails requesting to speak with the escalation department and senior manager to resolve our problems. They failed to return our calls and no manager contacted us and they continued to provide us completely misleading information from multiple departments unable to answer any of our questions.
As of XX/XX/2020, we have received no return calls nor any updated information regarding the refinance or status of our loan. Our agent XXXX XXXX will no longer return our calls or emails. We are unable to obtain any information from freedom mortgage at this time.
We have initiated refinance and acquisition of our loan through another mortgage lender at this time.
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| 06/07/2016 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
Older American, Servicemember |
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My husband is a XXXX veteran XXXX. We bought a home in Oklahoma In XXXX XXXX, At the time of closing we took our documents showing that we are tax exempt in the state of OKlahoma from property, Sales Tax, Excise, Etc : we had a letter from the VA stating the fact that we have been tax exempt since XXXX, The Title company said we had to wait to close then take the information XXXX which we live and get a form filed and is on file XXXX. We sent this information to the Mortgage Company that had the Mortgage at closing they refused to accept the documents saying that they did not have time the proper time to get the documents into there system. They sold the mortgage in XXXX XXXX to freedom Mtg. I sent the first payment minus the taxes. They refused to accept the tax forms that we legally have. They cashed the check but would not apply the amount to the account. Then I sent our payments every month on time they still will not accept the tax exempt status and have threated to forclose on our home. They finally applied XXXX payment resolved the tax issue for the month of XXXX lowered the payment for XXXX XXXX but still have not applied the payment to our account even though we paid more than what the payment was suppose to be. They said we have to make the XXXX Tax payment or they are going to take our home. Freedom Mortgage has all the paper work and document show we have been tax exempt in the state of Oklahoma since XXXX, They have reported that we have not made our payments on time to the credit bureaus. They sent us a letter saying that they removed this information but they keep adding it back to the credit report each month. I have tried talking to these representatives every month. everyday they have called to tell us we have not made our payments when we know the check has cleared the bank. They refuse to do anything about the issue. They said that we are in the wrong. Freedom Mortgage is causing a lot of stress in our life. They have three months of pre paid taxes and the taxes for the month of XXXX that we paid to the first Mortgage company. They want XXXX taxes or they are going to sieze our home. we keep getting late fees, inspection fees, and any other fees they deem they want to add. Please do something to stop this madness. IF we have to hire an attorney then tell us that is what we need to do.
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| 03/30/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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This started at the end of XX/XX/XXXX when a supplemental tax bill was due and separately, when I spoke with one of their representatives regarding a refinance loan. First, I was under the impression that the mortgage company would pay that, but was not sure, so I sent a message through their website asking for clarification on whether that was the case or if I had to pay it. I sent this on XX/XX/XXXX hoping for a reply in the next couple of days since the bill was due on XX/XX/XXXX but I did not get a reply until XXXX. Since I did not hear from them by XX/XX/XXXX, I went ahead and paid the bill, only to find out on XXXX that they had supposedly sent a payment. Additionally, they informed me that because they paid this supplemental bill, the escrow portion of our monthly payment would have to go up to make up the deficit ( since there is a minimum amount of money required to be kept in the escrow account ). However, to this date, the county tax office still does not have any record of any payment sent by the mortgage company and as such I have requested that our payment go back to what it was previously. They have failed to respond to multiple messages I have sent with this request or asking what is going on with the payment at the county tax office has not received anything. Until yesterday, they had done nothing but simply said they would start looking into it. Then today I discovered that they sent another tax payment for a portion of the supplemental bills ( XXXX installments ), but not sure why that was sent prior to resolving the issue with the XX/XX/XXXX payment, which already included this.
Secondly, we were considering refinancing our mortgage and made a call to them in XXXX to see what they could offer. The representative on the phone went through a series of questions and gave me some preliminary numbers. He asked if he could proceed with all of the info I had provided and do a soft inquiry on our credit report, and I said that as long as it was a soft inquiry, that would be ok. A few days later, we received a new loan document package for a loan application that was open on our behalf and noticed that a hard inquiry had been placed. I never authorized this, but they pointed the finger at the credit bureaus and the bureaus pointed the finger back at the mortgage company with no resolution.
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| 11/01/2019 |
Yes |
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- Struggling to pay mortgage
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Web |
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I received a call from Freedom Mortgage 's phone number XXXX on XXXX XXXX from a man who said his name was XXXX XXXX and he was a loan counselor that was assigned to our case to help us modify our loan. He stated that we needed to pay our negative escrow balance before we could start the modification process. He said I needed to go to a XXXX to pay the negative balance. This seemed fishy to me, so I called Freedom Mortgage on XXXX ( the day I was supposed to make the payment ) and spoke with a representative of Freedom Mortgage to ask them if this was legit. I was told by a representative at Freedom Mortgage that this was legit and that " if they were calling us from their phone number it was them. '' This call was on a recorded line. The Freedom Mortgage rep also told us we were negative in our escrow. So, I made the payment after speaking to the rep at Freedom Mortgage. I would have never made that payment had he told me it was not legit. The payment was made through XXXX XXXX on XXXX XXXX in the amount of {$1100.00} plus a {$16.00} charge from XXXX. This XXXX XXXX guy said then we needed to set up three trial payments. In the amount of {$1300.00}. He wanted to go through the XXXX way but asked me to do it in a way that was different than before. So, I got suspicious again and called Freedom Mortgage on XXXX XXXX to see if that first amount had posted. The first woman I spoke to said she had no record of that or that we were in a modification. So, I eventually got to a supervisor at Freedom Mortgage who informed me it was a scam and they were " ghosting '' the Freedom Mortgage number. I told him I was suspicious from the start but that the actual rep at Freedom Mortgage had assured me it was legit. I would have never made that payment had he not assured me because I was already suspicious of what was happening. Again, they have record of that phone call. AND, the scammers were calling me from Freedom Mortgage 's phone number. Now we are out {$1100.00} that should have gone to paying our mortgage and Freedom Mortgage has done nothing to try to make the situation right. There are no next steps. In fact, XXXX at Freedom Mortgage told me, " You got got ''. Those were his exact words. There has been zero effort on their part to take responsibility for their rep who assured me that was a legit phone call.
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| 06/01/2018 |
Yes |
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- Struggling to pay mortgage
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Web |
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In XX/XX/XXXX I became ill and had to have several tests performed which resulted in my having XXXX on XX/XX/XXXX. I tried, unsuccessfully, to work with Freedom Mortgage to reinstate my loan. Unfortunately, I was never able to speak with the same person twice and they were not clear in their instructions for using their mitigation packet. I was told on various occasions that the packet was only good for 30 days, then 90 days, then 60 days and once I was told 2 weeks. I did receive a letter from Freedom Mortgage stating that I had met proven my hardship but they needed more information. Once my home was posted for foreclosure, my personal information was released to the public ; therefore, I have been harassed by emails and telephone calls regarding the status of my loan. Some of those calls have been threatening. After several attempts I finally hired XXXX XXXX in XX/XX/XXXX to assist in the process. Since XX/XX/XXXX it has been a constant merry go round. I have supplied every document that Freedom Mortgage has asked for but they keep requesting more. Freedom Mortgage has been supplied with my pay stubs for every month, bank statements for every month, letter of explanation when they were not able to read my bank statements correctly, tax returns for XX/XX/XXXX, XX/XX/XXXX & XX/XX/XXXX. I send in the information requested and Freedom Mortgage takes 30 days to review it. Then they will say that something has expired and needs to be resent. Once my house was posted for foreclosure I was not allowed to send in any payments. This is a process that should have only taken approximately 6 months to resolve but has turned into a nightmare that has lasted for 18 months. The law firm representing Freedom Mortgage has continued to send my certified letters stating that I have 90 days to vacate the property and that the house has been posted for foreclosure sale again. If Freedom Mortgage is working with an attorney to reinstatement my loan shouldn't they cease all legal proceedings until the matter is resolved? I have 18 months of payments, interest and attorneys ' fees that Freedom Mortgage is claiming I owe. I've been trying to work with them while they have been working against me. Freedom Mortgage has multiple complaints filed against them through CFPB. They need to work with their clients not against them!
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| 07/01/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
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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.
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| 06/09/2017 |
Yes |
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- Struggling to pay mortgage
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Web |
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In XX/XX/XXXX, I contacted Freedom Mortgage because my husband and I had found ourselves in a financial hardship due to a tax debt that we owed to the government. As of XX/XX/XXXX, our loan with Freedom Mortgage was completely current and not in default in any way. We were advised to apply for loss mitigation. On XX/XX/XXXX, we sent in our first loss mitigation application. On XX/XX/XXXX, we were notified via USPS letter, that our application had been received by Freedom Mortgage and was facially complete. On XX/XX/XXXX, a single point of contact was assigned to our account by Freedom Mortgage. On XX/XX/XXXX, we were notified via USPS letter, that our application had been approved for a FHA Home Affordable Modification Program. We were told by Freedom Mortgage that we should no longer make our contractual payment if we wanted to participate in the 4 month trial period payment plan. If we made our trial payments in the months that they were due for the duration of the trial period, then our loan would be permanently modified. We made our first trial period payment in XX/XX/XXXX and made subsequent payments for XXXX and XXXX. On XX/XX/XXXX, Freedom Mortgage sent us a letter informing us that our application for loss mitigation had been denied because our loan did not meet FHA seasoning requirements. When we originally applied for loss mitigation in XXXX, Freedom Mortgage knew but chose not to disclose, that our loan did not meet FHA seasoning requirements. They fraudulently approved us for a loan modification program even though they knew we were not eligible for the program. They processed 3 of our 4 trial period payments. Our loan is now in default and we are behind over {$8000.00}. Freedom Mortgage representative, XXXX, communicated to me on a recorded call that this was an error made by the under writers. She also confirmed that Freedom Mortgage, its representatives and under writers are fully aware of FHA seasoning requirements and are also aware of a clients loan history prior to an application for loss mitigation. She agreed that Freedom Mortgage approved us for a program that we did not qualify for. Freedom Mortgage has been unwilling to resolve this matter for my husband and I. We started this process with good credit and a current loan and now our credit is marred and our loan is in default.
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| 10/21/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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In XXXX of XXXX I started making mortgage payments to my mortgage servicer/company Freedom Mortgage XXXX XXXX NMLS ID : XXXX.
Per my loan documentation I have a 15 year fixed non-escrow loan with a monthly payment of XXXX.
On or around XX/XX/XXXX the previous mortgage servicer ( XXXX XXXX XXXX ) made a property tax payment ( {$920.00} ) for me ( I have no idea why ). This was my property tax due XX/XX/XXXX. I had to reimburse them, as I had not paid my property tax yet at that point. I was assured all was good. they made the payment in error, and I was able to pay them instead of the town.
Around XX/XX/XXXX my mortgage was sold to Freedom Mortgage. I made several payments but noticed there was an escrow balance on the account. I made several calls to them and supplied them with my bank statement showing that I had reimbursed Home Point Financial the {$920.00}, I was then told all would be fixed and the escrow would be removed. However, the escrow balance remained on the account. They said the {$920.00} was applied to my principal on the XXXX XXXX, when it should have been applied to the escrow balance. This apparently was done in error.
On XX/XX/XXXX I called them again to remove the escrow and was told it would be fixed, and I made a payment over the phone of {$1200.00}. All was good I was assured.
Freedom Mortgage ( for some reason ) then decided to not apply the {$1200.00} and then charged me a late fee.
I made a payment on XXXX on XXXX on the website ( that is the only payment it would accept ).
I called them today ( XX/XX/XXXX ) and spoke to an escalation team member named XXXX.
She said they can't fix it because they already filed some documentation with the IRS for XXXX. I stated this was not my problem but they claim they didn't want to get in trouble with the IRS or redo any paper work. They claim I did not pay a portion of the escrow balance when I paid the {$1200.00} on XX/XX/XXXX and therefore it was not the full payment. I also just found out that they reported my XXXX payment as late to the credit bureaus. They waited until XXXX to apply my {$1200.00} phone payment from XXXX.
I have made all my payments on this mortgage on time. This escrow mix-up is not my fault. Freedom Mortage is not fixing the issue and they are pushing it on me. This is bad business practice.
.
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| 12/27/2019 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
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|
Web |
Servicemember |
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I started a refinance with Freedom Mortgage on XX/XX/XXXX. The first person I talked to was XXXX XXXX and he is my loan officer. The last he called me or spoke to me was XXXX XX/XX/XXXX, promising that i could skip XXXX and XXXX payments for my mortgage. Since then, he has not returned my various many calls regarding the refinance. When there has been major and important issues with the refinance, like the title issues and a trust, no one from freedom mortgage has called me. I payed {$300.00} to my lawyer to fix trust issue, that he stated happens in refinance all the time by the mortgage and title company. I have sent emails to XXXX XXXX on XX/XX/XXXX and XXXX, and he never replied. I left voice messages on XX/XX/XXXX, XXXX, XXXX, XXXX, XXXX, XXXX and the XXXX. He has not called me back, but i got an email from XXXX on XX/XX/XXXX, telling me to sign Freedom mortgage papers stating I needed to fix an issue that I had fixed 2 weeks prior, without any acknowledgment of any of my concerns. I called the Freedom Mortgage customer service on XX/XX/XXXX to see if i could reach XXXX XXXX, XXXX XXXX Supervisor, i left a voicemail and had No response. I called the Freedom mortgage customer service line on XX/XX/XXXX, to request a new loan officer and file a complaint, and i have not heard back. On XX/XX/XXXX i have been called by the Title company " Inspire Closing '' that Freedom not approving my loan because of my divorce decree. This is something that should have been addressed back in XXXX And everything I have learned about the issues of my loan with Freedom has come from " Inspire Closing '', not Freedom Mortgage.
This delay is causing many issues with my credit applications. I have expressed this with Freedom. They have me in contract for refinance and it is infringing on my ability to do anything with my credit. They target veteran with XXXX and then abuse their power. I have racked up {$240.00} late fees with Freedom since they promised i could skip payments. I had paid {$300.00} to lawyer. I need a refund on that unnecessary expense that Freedom forced me into. and XXXX XXXX promised i could skip XXXX and XXXX payments thats {$2900.00}. Total of {$3500.00} in money owed to me as a contract consumer. I need someone from Freedom to finish the refinance with professionalism and that will contact me.
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| 11/24/2019 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
|
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Web |
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In XXXX of XXXX my fiancee and I received a letter from our mortgage company, Freedom Mortgage, stating that we could do a FHA streamline refinance to save some money. We called and applied. On XX/XX/XXXX, we closed on the refinance and sent out the closing costs in a wire transfer. We thought everything was fine and we were told not to pay a payment for XXXX or XXXX. 2 weeks later I received a bill for {$3400.00}, the amount of XXXX 's and XXXX 's payment plus late charges. I called Freedom mortgage and was told that my new loan was funded on XX/XX/XXXX and to disregard the bill. The money for XXXX 's payment was spent on vehicle repairs and to fix a plumbing issue because I thought it was safe to spend it. Less than a week after that phone conversation, I started receiving emails and phone calls ( 10-15 a day ) saying that I needed to reschedule our closing. I called to find out what was going on and no one could tell me why. Finally, I got an email stating that the closing company hadn't received the closing costs. After being told that for over a week, they refunded me the closing costs that they claim they did not receive. Then I was told that the closing company left out a document and in order to reschedule closing, I would have to pay the XXXX bill. I had to put other bills on hold but payed the payment ( over a month late ). We rescheduled for XXXX. One hour before the notary was supposed to come, I received an email stating that Freedom mortgage was in the process of removing late charges from my account and we would have to reschedule. The following week I received a call and several emails saying that I would have to pay XXXX 's payment to reschedule. I did not have the money to do this. I told them that I was applying elsewhere because they were incompetent. The following day they turned me in to the credit bureaus for late pays and lowered my credit score almost 100 points. This completely blocked me from switching companies. My payment history was exceptional for my mortgage and most of my other accounts. The only reason we fell behind is because we trusted our mortgage company to handle a simple refinance. Now I have had to cancel a planned vacation and I have no idea how my kids will get a XXXX. I cant sleep at night., Please tell me they are not allowed to treat people this way.
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| 08/11/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
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When covid first started I did a forbearance due to being out of work due to school and daycare closures. After my forbearance ended, I was told by a freedom rep that there where covid programs available that would assist me in getting back on track. I submitted all my information so I could be considered for one of the programs. The first program was a partial claim, but it didn't lower the payment to one that I could afford. I was told that in order to be considered for the covid modification I had to decline the partial claim. Which is what I did. I was informed that I was approved for the modification, and I accepted due to the payment being what I could afford. I continue to call because after informing Freedom I accepted I still had not received my documents that needed to be notarized. I was instructed by a Freedom representative when my first payment would be do and in good faith, I made three payments of the sixth within the agreement. I continued to call and stay in contact with freedom letting them know I still hadn't received my paperwork. I was told it would be emailed only to later find out that paperwork could not be sent through email. After my continued efforts of calling trying to get this paperwork, I was told that it had been to long and they would have to go and work the numbers again. They came back with a payment maybe {$20.00} dollars cheaper than my original payment. I informed the rep that I was unable to make that payment and I would do the full borrowers application. I sent all paperwork requested multiple times. I received letters in the mail stated I was not complying which was NOT true. I would call in and speak with reps stating they clearly see the documents being received via email. Now I'm here receiving foreclosure notices and sales dates to my surprise because I have been in the modification process and keeping in contact on a weekly basis being told they are working on my modification. I have spoken to several reps and supervisors in the escalations department. Freedom mortgage has shown itself to be a crooked company out to get over on its customers. Trying to come back from covid has been hard on everyone and this company has made it worse. Withhold paperwork from a single mother just trying to provide for her family, you should be ashamed of yourself.
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| 12/11/2023 |
Yes |
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- Trouble during payment process
- Paying off the loan
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Web |
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Our mortgage was sold in the last months from XXXX XXXX to Freedom. We received noticed from XXXX XXXX to not send them anymore payments about 10 days before our payment was due. It had the old loan number on it. I moved the address to Freedom and left the loan number and made the XXXX payment ( {$800.00} ) and the XXXX ( {$800.00} ) payment. In XXXX we received notice that we were behind. I logged into Freedom, made exact amount via their website and started talking to them via online communications about the missing payments. I sent everything I had access to from XXXX XXXX XXXXXXXX. They told me they needed other information. I requested it and received the XXXX information in the mail and sent if via their secure site to them. They found it and credited out account. I did not receive from my bank the XXXX information so I called again. They got on the phone and called Freedom. The next day they faxed to the number they were given the information on the XXXX payment. I reported this to Freedom who replies yes the XXXX payment was already resolved.
I went back and said no XXXX is resolved they sent confirmation for XXXX. They keep responding to me about XXXX. So a XXXX time I called XXXX XXXX XXXXXXXX and did a 3way call to Freedom and repeated the fax process for the XXXX payment. Again telling Freedom via secure communications this occurred. They again replied yes we already processed XXXX and keep telling you this.
Freedom will not find or process the XXXX payment, I admit I am at fault for the wrong account number. I have asked for a direct number to talk to someone about my loan and I get the 800 on all their paper work. When I call I get " oh we have to transfer you, your a special loan and never get to anyone ''. In addition at the time of transfer my unpaid balance was was {$2100.00}. After applying the {$800.00} payment and the 1 time payment of XXXX they are showing a balance owed of {$1400.00}. So, how do I owe more with the change in companies. I am told its how they calculate verse how XXXX XXXX calculated. That is a {$780.00} difference at the end of my mortgage.
I need Freedom to find the fax that was sent twice from XXXX XXXX XXXXXXXX for the XXXX {$800.00} payment and apply it. Than I will pay off the balance of the mortgage. I also need this off my credit report.
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| 05/16/2023 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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An insurance claim was filed on our barn due to damage from snow load. We first contacted Freedom Mortgage Company on XX/XX/XXXX regarding the insurance check process since the checks were made out to Freedom Mortgage, myself, and my wife. On XX/XX/XXXX we sent Freedom Mortgage Company XXXX checks from our insurance company totaling {$52000.00}. Both of the checks were signed by my wife and myself as directed by the mortgage company. One of the checks stated " For Deposit only '' with our bank account number on it. Instead of sending us back our check that stated " For Deposit only '', Freedom Mortgage cashed our check and held all of our money. Is that not against the law??
We have contacted them multiple times attempting to resolve the problem, ( dates including XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX all from XXXX ). I requested to speak with a supervisor on XX/XX/XXXX at Freedom Mortgage Loss Draft Department and was told one would contact me in XXXX hours, it is now XX/XX/XXXX and I have yet to hear from a supervisor regarding this issue. An inspector came out to our property on XX/XX/XXXX to view the completed work so that he could notify Freedom Mortgage that the work was in fact completed. On XX/XX/XXXX, we received 75 % of our insurance money from Freedom Mortgage via a check. We should have received the full amount back from Freedom Mortgage since the work is complete, but they are insisting our contractor complete a " Waiver of Lien '' form. They refuse to give us the remainder of our money even though the work is complete.
Due to the length of time this process has taken it has created a financial hardship for us, causing us to have to pay for materials, labor, etc out of our own pocket. We are now coming up on a month of Freedom Mortgage holding our money, which could have been used to pay the contractor or it could have been accruing interest in our bank account, but instead is supposedly being held in our escrow account. If that is the case, then any interest accrued should be mine and not Freedom Mortgage.
This whole process has been nothing but a nightmare. Freedom Mortgage has been extremely difficult to deal with and I am concerned that they are breaking the law by cashing our check when it explicitly states " For Deposit only '' with account number following.
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| 05/30/2018 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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I'm submitting this complaint due to what I believe is a predatory lending scheme perpetrated by Freedom Mortgage.
I first purchased my home in XX/XX/XXXX using a VA loan. I refinanced several months later to a much lower interest rate and mortgage payment offered by Freedom Mortgage : from 4.125 % to 3.25 %.
My original mortgage payment with Freedom Mortgage was $ XXXX/month. Several months later, I received a supplemental tax bill from my local tax assessor for the taxes due as a result of the reassessment of my home 's value. Freedom Mortgage agreed to pay it and informed me that my payment would increase for 12 months to $ XXXX/month ; an increase of $ XXXX/month, which I completely understand and was fine with.
Last month, I received a billing statement from Freedom Mortgage showing my monthly payment is increasing to {$4300.00} per month in XX/XX/XXXX! I was expecting my payment to return to the original amount of $ XXXX/month, so I was shocked when I received this.
I immediately called and sent a follow up email. Their response was simply that my property taxes and property insurance went up. To be clear, my property insurance only went up by around {$20.00} per month, so that is a non issue.
The bottom line, and why I'm filing this complaint is this : Freedom Mortgage failed to perform their due diligence when they assumed this mortgage from the previous lender, or they engaged in a bait and switch tactic. They know the sale price of my home, and they should also know the property tax rate for my area in California ; especially given the fact that property tax rates in California have been capped at 1 % due to Proposition 13 since XX/XX/XXXX!. They simply took the amount the previous owner had been paying for property taxes, based on a much lower recorded property value, and plugged that into their equation. This is either an egregious mistake on their part, or as I stated, a form of predatory lending.
Either way, my monthly mortgage payment has increased from {$3300.00} to {$4300.00} over the past 18 months or so ... .an increase of over {$1000.00} that I can not afford!
Please investigate this matter and help me out. I was directed to this site through the VA Home Loans Assistance website, so I'm sure I'm in good hands.
Respectfully, Disgruntled U.S. XXXX Veteran
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| 03/23/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My mortgage modification was started last XXXX and set to begin in XXXX with a new payment. I provided the paperwork, signed, witness by notary public in XXXX. Freedom never acknowledged and after a few phone calls I found out they had a problem with a mark the notary made and didn't tell me. I requested another notary come out so we could resign and submit paperwork. That was done in early XXXX. I had begun making my new payment amount in XXXX ( and have in XXXX and XXXX, as well ) but the account doesn't reflect any of my modification. It shows " severely delinquent '' and I've received tons of mail communication about how much I owe and what will happen if I don't pay. I've sent over 13 messages through their system ( unanswered ) and called numerous times to get things on track and get answers as to when all of this will be corrected so I can set up recurring monthly payments and actually see where my money is going and what I still owe, and they lie every time about contacting me back to confirm. I've had several dates they promised an update and never gave it. Last week I spoke with 2 escalation agents, one set an appointment in the system for someone from XXXX to contact me and I took the time out of work and no one ever called. I called back the escalation agents and was promised another follow-up call that never came. This company seems to have no interest at all in the well-being of the customer. This has cost me in terms of money, time lost and now health issues. They also flat-out lie about there being a single point of contact working my case with familiarity on all the communications, as each time I've spoken to someone different and they've even stated that's not how the system is set up. So, every single phone call requires me to re-explain the entire history and I can't deal with this any more. They don't deserve my money in the meantime because they're clearly not providing the service they promise. Today, I discovered that they've reported me as 180+ days late on my payments- but they've had the full payment required under the modification terms each month since the modification was supposed to start! They're ruining my credit and they're the ones who can't seem to just finish their own process! I've done my part and continue to, no matter how difficult they make it!!!
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| 02/28/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
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We are still waiting for the reimbursement of the two ( 2 ) {$30.00} fees and an {$18.00} fee which Freedom Mortgage charged on our loan, enriching themselves by charging us both on the statement account AND they also charged our escrow account when we recently refinanced our home at XXXX XXXX XXXX XXXX XXXX, CA XXXX on XX/XX/2018.
In other words, they charged three ( 3 ) SEPARATE {$30.00} FEES, TWO ON THE STATEMENT ACCOUNT AND A THIRD ON THE ESCROW ACCOUNT. They also charged two ( 2 ) separate Recording fees, once thru our escrow and another directly on our Freedom Mortgage statement. We will no longer be doing business with Freedom Mortgage and their double and triple billing only reinforced our decision to leave that company..
IN ADDITION, Freedom Mortgage charged a late fee of {$100.00}, WHY??? We were never late, how dare they take a {$100.00} fee for a non-existent late payment? AND they failed to notify our escrow company, XXXX that there was no late payment, therefore, no late fee of {$100.00} applied. They have billed the {$100.00} thru our escrow account and directly thru our Freedom statement also.
And finally, Freedom Mortgage charged us {$170.00} in ESCROW, WHY? We do not have an escrow account with them. And if they did take close to {$180.00} in ESCROW, where did they apply it exactly? They did not apply it to our XXXX County Property Tax Bill, so what did they with the {$170.00}, and why did they take it in the first place when we do not have an escrow account for us. We pay the taxes directly to the XXXX County Tax Collector on our own.
In short, Freedom Mortgage charged three ( 3 ) separate {$30.00} fees thru escrow and directly thru their statement. Freedom Mortgage also charged two ( 2 ) {$18.00} fees, one thru escrow and another directly thru their statement. They also charged two ( 2 ) {$100.00} late fees, one thru our escrow company and a second late fee thru the statement. WE WERE NEVER LATE, and yet, they charged two ( 2 ) separate late fees of {$100.00} each. In addition, a {$17000.00} payment to ESCROW BALANCE was taken, they it is not owed.
Freedom Mortgage enriched themselves with {$510.00} of our money and we want it reimbursed.
This is unethical, bordering on criminal behavior on part of Freedom Mortgage.
Thank you.
XXXX XXXX XXXX and XXXX XXXX
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| 04/26/2021 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
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We started the refinance process back in XX/XX/2021, we paid on our mortgage for XXXX and XXXX. We were supposed to close in XXXX and the closing had to be rescheduled due to weather and they were backed up on rescheduling 's for XXXX so that wouldn't happen until XXXX. Then in XXXX they told us not to pay as we will close in XXXX. Then they took out the payment and told us to do a stop payment or refund the payment. We did this process, then we kept getting harassed saying we missed a payment, and we told them about these phone calls, and they told us to disregard them as we are in the process of closing for XXXX. When trying to close for XXXX they kept saying well it is in processing, so we can't close for XXXX. So we decided to make a payment before the end of XXXX because the other debt collectors kept calling us telling us to make a payment. The payment was never processed on their end, we discussed with our bank and they never saw any payments pending or attempting to come out of our bank account from Freedom Mortgage. Its XXXX now and they told us AGAIN to not make a payment for XXXX, and now were getting letters in the mail about credit reporting, possible foreclosure, etc. I had talked to 15+ different people on XX/XX/XXXX, I was on the phone for half of my day scheduling this close to happen in XXXX. Also, while talking to these 15 different people it was confirmed that I wouldn't have to worry about my XXXX or XXXX payment as Freedom Mortgage took care of it and admitted it was their fault this didn't go through properly through a manager. The soonest they could do this was XX/XX/XXXX for the closing, in the meantime still getting these calls and letters about making a payment. XXXX XX/XX/XXXX, we are at our scheduled location and time, and no show, no calls, no email, etc. NOTHING. We call them and were on hold for an hour and then put us on a call back list. No one has called, we have emailed everyone, we called different numbers to have a manager call us and no one will call us back. We talked to someone in customer service and they said since we have missed payments they weren't able to schedule the closing ... We still haven't talked to a manager or anyone that knows how to do their job there. Plus their website isn't working so I can't even make a payment on this loan.
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| 10/05/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I was issued two checks from my homeowners insurance related to water damage that happened to my home a year ago. I had no problem getting these checks endorsed by my last mortgage holder, but my mortgage was sold to Freedom Mortgage company a couple of months ago. On XX/XX/XXXX I mailed the 2 checks as directed on the phone to their loss drafts department. On XX/XX/XXXX, I received a large packet of paperwork saying that they needed more information before endorsing my checks. They are asking for an adjusters report for the checks. My insurance did not furnish me with an adjusters report because the adjustment was done last year when the majority of the fixes on the home were done. These remaining checks, which totaled about {$10000.00}, are related to Work that has already been done. I did not receive extra documentation from my insurance company. I called and told them this, and they told me that not only would they not endorse my checks, if I didnt get this information from my insurance company in five business days the checks would be sent back to me on endorsed. The man on the phone was rude and unhelpful. Theyre basically holding my checks XXXX and saying they wont endorse them without more information from my insurance company, which my insurance company did not give me. I have emailed my insurance company and called them, but have not heard back. I feel that the mortgage company is unjustly holding my checks XXXX, and Im not going to be able to get my money in a timely matter. Whats worse, this is costing me hours out of my life of unpaid labor, without getting my checks endorse. I did not have to do this with my last mortgage lender. I completed the repairs on my house in XX/XX/XXXX, and they were all done very satisfactorily, with my house now worth more than it was before the water intrusion. The mortgage company is obstructing my ability to get the payments from my insurance company, but holding me up with paperwork that doesnt exist. Despite me sending the paperwork over two weeks ago, they are giving me an arbitrary deadline of getting more paperwork from my insurance company in five business days.They are also wasting my time. I work XXXX hours a week, and I dont have time to spend hours on the phone with my mortgage company or my insurance company over these checks.
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| 10/16/2020 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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I closed on my refinance XX/XX/XXXX and there was set to be {$2800.00} set aside and that portion was to be used to pay for our property taxes for the month of XXXX.
However, when taxes became due freedom mortgage did not pay them. Instead, taxes went delinquent and they tried to use the money in my escrow account but it wasnt enough. ( because they already had the money for my taxes from closing ) So the payment didnt go through, freedom finally made a manual payment ( XX/XX/XXXX ) of property taxes 2 months after they were past due. This included a late fee which they are obligated to pay but instead they added it to our escrow shortage they claimed we had because the taxes cleaned our account out.
So they made us split up the shortage over a year. For the past year we have been making additional escrow payments because of an error on their end.
I can count at least 7 times over the past few months that I have tried to get help with this issue. I was positive that we werent short but not one single representative noticed the error. No matter who I am directed to or who I ask nothing made a difference.
Freedom even ran not one but TWO escrow analysis and neither time did they notice the error or the charge for the late fee? I finally got tired of the never ending we understand that not everyones financial situation. The money we have isnt the problem. The problem is that freedom has over charged us on our mortgage for almost a year and had no plans to notify us or even credit us for the fee which is illegal.
I cant trust this company with my money and information anymore. This has been the worst home buying/owning experience that I ever expected. No one cared, but they all care to have us pay for a refinance again.
Now, on XXXX XX/XX/XXXX we received a mysterious payment from an unknown source in the amount of {$2800.00}. My idea is that someone finally realized the issue and was trying to fix it without us finding out but the damage has already been done. Ive been forced to pay a higher payment during a global pandemic with literally ZERO comprehension on freedoms part.
I dont just want my money back but I need freedom to pay for this erroneous error that could have quite literally led my home into a foreclosure. So much for using my VA loan with this company.
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| 11/08/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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In XXXX I received a notice that our property taxes were delinquent. Those should be paid in a timely manner through the escrow account of the mortgage. I called the XXXX of XXXX to confirm all information and then spoke with XXXX at Freedom Mortgage on XX/XX/XXXX. She informed me it would take up to 14 days to resolve, once they received a copy of the delinquency notice via the secure portal. I sent the requested documentation that same day. On XX/XX/XXXX, I received a notice via the secure portal that the issue was being looked into and would have resolution by XX/XX/XXXX. This is not a timely resolution. On XX/XX/XXXX a statement was mailed to our home informing us that our mortgage was increasing by over $ XXXX due to an escrow account shortage. I made a call to Freedom Mortgage upon receipt of this notice on XX/XX/XXXX, which also informed us that this payment increase would go into effect in fewer than XXXX weeks. I spoke to XXXX in the escrow office at FM and he confirmed that because of the large payment that came out of the escrow account on XX/XX/XXXX to the city of XXXX, it created the shortage and that same day the mortgage assessment formula was run, increasing our mortgage significantly. We, as consumers, are paying for the errors of FM and this is a bad business decision in a financially precarious time in the country. XXXX escalated my concern to XXXX ( ID # XXXX ) who offered to spread out our overage over 48 months instead of 12 months. Again, this is passing financial liability and responsibility to me and my husband for the error of FM. I then had to spend time explaining to XXXX why XXXX XXXX in the tax dept ) could not help me with the new set mortgage amount and I had to re-explain what errors occurred leading us to this point. She stated that she'd submit the request to spread out the overage cost and it would take 10 business days. I asked her how I was supposed to trust that it would take 10 business days when the original issue was supposed to be resolved in 14 days and it took from XX/XX/XXXX to XX/XX/XXXX. XXXX finally agreed to escalate me to a supervisor, I am still waiting for resolution and supervisor assistance. My mortgage should not go up over {$500.00} a month because FM was unable to conduct their business within a reasonable time frame.
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| 12/17/2021 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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I am a 100 percent total and permanent service connected XXXX XXXX veteran with full custody of my son and XXXX daughter.
On XX/XX/XXXX I submitted to Freedom Mortgage for Covid Modification and any additional VA modification that was available due to the fact that my covid forbearance ended and my wife who was a financial contributor of the home had passed away shortly before that date.
At this time XX/XX/XXXX I have not yet received a modification agreement nor according to Freedom Mortgage has one been drafted at this time.
Freedom Mortgage stated Verbally that they were drafting a modification payment of XXXX XXXX monthly which included all escrow dues that would be due beginning XX/XX/XXXX pending my agreement.
Again, I have not received a modification agreement, rather I was sent an invoice/bill on XX/XX/XXXX.
The invoice reflects : New Payment Amount : {$1500.00} New Payment Effective Date : XX/XX/XXXX.
Additionally, my property is uninhabitable due to 2 insurance claims that began on XX/XX/XXXX. After 3 years, the insurance company has sent checks to begin repairs on the home made out to myself and Freedom Mortgage. On XX/XX/XXXX I sent the required information and check on the first claim to Freedom Mortgage. After several attempts requesting return of check, Freedom Mortgage stated that their investors did not feel comfortable releasing the funds to me ; then recanted this statement indicating that the investors did not feel comfortable releasing the FULL amount to me and that they would be sending me a check for half of the amount. However, I have yet to receive said check. I am current on payments, according to the modification they claim they instated.
Lastly, as a side note -each time I inquire on these concerns I am questioned about the habitation of the home ; even with their knowledge that it is still uninhabitable as deemed by the state of NC which leads me to believe they are attempting to strip me of the home. My most recent encounter with a Freedom Mortgage employee ( XX/XX/XXXX ) was unprofessional to say the least. Her response to my concerns of the bill that was sent to me was laughter. Not only is this unprofessional, it is offensive to a customer who is on all accounts becoming homeless if this can not be resolved in a timely manner.
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| 12/01/2016 |
Yes |
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- Credit decision / Underwriting
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Web |
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XX/XX/2016 I purchased my home and my loan was sold and serviced by Freedom Mortgage. The mortgage was an FHA loan. In XX/XX/XXXX I received an offer from Freedom Mortgage for the FHA Streamline refinance program and I applied in order to reduce my rate. Initially, the closing was going to occur in XX/XX/XXXX until I was notified the program requires 6 months of on time payments. Given my mortgage was new the 6th payment would not be made until XX/XX/XXXX. I remained in communication with the loan processor XXXX XXXX, who told me everything was fine and once the XX/XX/XXXX payment posted we 'd move to closing. My payments are setup to pull automatically every month on XX/XX/XXXX and have been since the loan 's inception. My Bank account can show this. On XX/XX/XXXX I followed up with XXXX to notify her the payment had been pulled. Around XX/XX/XXXX my wife, who is a co-signer, received a Credit Denial letter. I myself have not received a decline letter. The reason for the denial of credit was due to a late mortgage payment. This is inaccurate and they should know better since they can see my loan payments are pulled by their system every month automatically. When I inquired about this the processor pointed to the loan officer, then loan officer pointed to the processor, and then the processor pointed to the underwriters. Nobody was willing to admit a mistake was made and to correct it. Finally I got a manager 's information from XXXX, her name was XXXX. She too was of no help and would not recognize their mistake.
This is unacceptable practice. The denial reason is bogus and easily corrected if they would simply check their system and confirm the loan payments are automatically drawn each month. I called their customer service to confirm we were current, and they concurred. Clearly a disconnect between their departments and information between the two.
What is even more upsetting is the rate lock has expired now and with the rising interest rates over the past few weeks I will not get the rate which was originally locked at 3.75 % even if they were to reopen the application. This rate reduction would have saved me over {$25000.00} in interest and I intended to keep my payments the same at which I pay today. This would have eliminated close to 4 years off my mortgage.
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| 04/26/2018 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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Request : Please delete the 90 day late payment off Credit report with all three credit breaus Account Name : XXXX XXXX XXXX Social Security # XXXX Old property address : XXXX XXXX XXXX XXXX XXXX, LA XXXX Freedom Mortgage Account Number : XXXX ( 90 day late payment ) XX/XX/XXXX To Whom It May Concern : Thank you for taking the time to read this letter, and I hope your day is going well. Im writing because I noticed that my most recent credit report contains a 90 day late payment reported on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX for my Freedom Mortgage Home Loan account.
I want you to know that I understand my financial obligations, and if it werent for my property taxes increase to make our equity amount increase, which I was not aware of until I received my invoice with a {$400.00} a month increase. Id have an excellent repayment record. I made a mistake in falling behind, but since then I set up a payment arrangement, paid the payment arrangement off in full before the scheduled payment arrangement time, and also paid my mortgage off in full with a {$0.00} balance. Since then, Ive had a spotless record of on-time payments.
Im planning to apply for a new mortgage loan with Freedom Mortgage, and its come to my attention that the 90 day missed payment on my record is hurting my ability to qualify. I have tried disputing this information directly wit Freedom Mortgage but was informed they denied my request due to the reporting information reporting was accurate. Well I do understand, but I have never been late on my Mortgage with Freedom Mortgage before the Invoice of my {$400.00} monthly increase due to a increase in property taxes that I was never aware of.
I truly believe that it doesnt reflect my creditworthiness and commitment to repaying my debts. It would help me immensely if you could give me a second chance and make a goodwill adjustment to remove the 90 day late payment on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX.
If you could please fix this ASAP, i am trying to re-apply for the new VA loan within the next two weeks, and this is effecting my approval with Freedom Mortgage. I am asking you to please, please help me with this situation.
Thank you for your consideration, and I hope youll approve my request. I can be reached at XXXX.
Best, XXXX XXXX XXXX.
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| 06/21/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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On XX/XX/2020, my husband and I called a loan officer from Freedom Mortgage. She asked us many questions in order to preapprove us for an FHA loan. On XX/XX/XXXX we received a preapproval letter for the FHA loan. Since we are first time homebuyers, we were not aware she was supposed to have asked if we are citizens/ permanent residents or about our ethnicity. Neither question was asked.
On XX/XX/XXXX, our loan officer declined our call of concern when we saw the documents included incorrect information because she was playing virtual XXXX. We contacted her assistant the following day to correct the citizenship status, the listed ethnicity of my husband, and inquire if the FHA loan was still an option. We told her our own research showed we would have to change the loan type. She assured us she had recently completed a loan with the same status. Our interest rate was locked with with FHA loan on XX/XX/XXXX. On XX/XX/XXXX, our loan officer informed us we did not qualify for FHA due to the reasons we told them back on XX/XX/XXXX.
On XX/XX/XXXX, I asked my loan officer if we needed a different lender due to our need to close on time. She told us there would be no problem and that the loan was almost done.
On XX/XX/XXXX, during a call with our loan officer, she told me our loan was still not done, but the latest we would have our keys would be Friday, XX/XX/XXXX. On XX/XX/XXXX, we were made to take an educational course due to being first time homebuyers. We were told back on XX/XX/XXXX that we did not have to take the course. My loan officer told me her manager would be sending us a {$75.00} money order due to the inconvenience. We signed paperwork with the notary on Saturday, XX/XX/XXXX and were not able to receive our keys until XX/XX/XXXX. My husbands ethnicity was still incorrectly recorded. He was listed as XXXX XXXX even though he is XXXX.
I was promised a resolution by a branch manager on XX/XX/XXXX, and after multiple email requests, I have had zero communication from him since XX/XX/XXXX.
The entire process was a nightmare. We were lied to by every employee that we had contact with. There was negligence during the preapproval process, incorrect information recorded intentionally, and consistent promising of a loan closing date that didnt come to fruition.
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| 04/21/2018 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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I am trying to make additional payments against the principal on my mortgage with Freedom Mortgage, the servicing company. This is a new mortgage ( XX/XX/XXXX ). I make the normal monthly payment directly to them via EFT from my bank. This monthly payment is for servicing the principal, interest and escrow.
I tried to make an additional payment directly against the principal by sending a check. The check was notated to indicate I wanted it applied to the principal. I sent the check with a letter of explanation that the payment was for servicing the principal only.
After Freedom Mortgage received the letter of explanation with the payment, they recorded it as " unapplied funds. '' Unapplied funds are held until there is enough to submit a regular payment to service the principal and interest. When I saw this on my statement, I called to request an explanation.
I was told that in order to make a payment against the principal I would either have to use their web application and provide payment method information or call every time I sent a check and request verbally that the payment is to be applied to the principal only. The representative that relayed this information was XXXX, ID # XXXX. The date and time of the call was XX/XX/XXXX at XXXX.
The online web application does not allow principal payments only. Rather you have to use their application to submit a principal payment together with the regular payment. To do so one must provide payment method information ( bank account, credit card, etc ). As I stated, I service the mortgage via EFT from my bank account.
This business practice seems to intentionally make it difficult for a consumer to make a payment against the outstanding principal balance. This is evident in their web application intentionally omitting functionality that would allow a consumer to make a principal payment only. The other issue I have is that they do not openly disclose this, rather the consumer has to proactively engage the company to discover this practice. Because of not applying the amount to the principal as I instructed in writing, I incurred additional interest on an outstanding balance that should have been reduced by my payment.
Is this behavior from freedom Mortgage compliant with the existing consumer protection laws?
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| 08/21/2020 |
Yes |
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Web |
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Freedom Mortgage purchased our mortgage from XXXX XXXX in XXXX. Freedom began soliciting us late XXXX to do refinance with them. In XX/XX/XXXX we agreed to begin the streamline refinance process due to the low cost and claimed 60 days or less to complete. Months and months go by as Freedom would never follow up, call, explain anything happening in the process. XX/XX/XXXX I again contacted Freedom and they advised they needed copy of our SS cards to move on, no one had called me to ask for this. This was only after I had requested and dozens of calls. I send XXXX XXXXCustomer Advocate Direct Number : XXXXToll Free : XXXX ext. XXXXFax : XXXX Email : XXXX the requested documents days and have email confirming she got it. Then XX/XX/XXXX we were advised they need copy of our survey, which was promptly provided. XXXX XXXX we call XXXX XXXX XXXX company to find status, they advised that they never got the survey from Freedom Mortgage. We then send them the survey directly. There is again XXXX and XXXX of endless calls to both Freedom and XXXX XXXX to find out if anyone is actually doing the refinance. Finally we get closing date on XX/XX/XXXX and notary comes to the home and we sign our documents. During this time we are advised not to pay XXXX or XXXX 's home payment and first payment due is XX/XX/XXXX. We have received 3 collection calls from Freedom and they have billed us a late fee with Agents providing claims it will be waived, account notated, but still demanding payment. Despite our closing documents. XXXX XXXX we are notified that the refinance is not acceptable due to failed Warranty Deed and only Freedom can fix. We were advised that we would be contacted in 72 business hours. We have not received any calls from Freedom and I have spent over 2 hours on hold XX/XX/XXXX, more lies from customer care and zero response to our concerns. We believe they are being deceitful in order to gain late payment fees, collections on our home, and/or damage our credit. We feel that this is clearly trained and expected behavior by freedom mortgage and their staff to confuse, lie and be deceitful to gain financial gains at the cost of the customer. There are also no effort to ensure that our rates will be honored despite Freedom failures in their own process and procedures.
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| 05/20/2015 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
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We initially started a refinance with our current Lender, Freedom Mortgage. After receiving the rates, we decided to go with another Lender. We are at the final stages of completing the new loan transaction and paying off the Freedom Mortgage Loan, and require a " payoff statement '' from Freedom Mortgage. Unfortunately, this process is being held up because Freedom Mortgage refused to give it to our new Lender sighting " we were working with them still ''. Since that is n't true, we wrote a letter indicating we were no longer working with Freedom and instead, we are working with XXXX XXXX.
Even after providing this letter ( which Freedom Mortgage required ), our new Lender has not been able to obtain a payoff. I ( XXXX XXXX ), then contacted Freedom Mortgage personally, in another attempt to obtain the payoff. I was told by the frontline representative that it will take two ( 2 ) weeks to mail it, which is unacceptable. They 've had ample time to order the figures if need me, so that it can be ready for us to have in-hand. After asking to esclate my request, I was then connected with a manager who stated that they might be able to have it ready and fax it to XXXX, but there were no guarentees. As you can understand, every day this take longer, I 'm being charged additional interest at a higher rate, than if my loan was with XXXX, so it 's important to me to get the payoff statement quickly, so that we can move forward. I 'd like to understand what Freedom 's timeline is for providing a payoff? Waiting two weeks or to be told " I might be able to get to you '', seems like a bad busines practice. I checked Freedom 's website, and all though it 's covered with informaiton on how to refinance with them, there 's not even an option for me to electronically order one ( an option most servicers provide ). By not processing these statements quicker, it seems like a stall tactic so that you can continue to charge me interest at a higher rate, and to try and pursuade me to do business with you only. My request is that you ( 1 ) Provide a payoff statement ASAP directly to XXXX via fax @ XXXX attention XXXX XXXX and to ( 2 ) please help me understand how your only option for provding a payoff statement is through snail mail, which can take up two ( 2 ) weeks to order.
|
| 08/05/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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I have been making payments to Freedom Mortgage Company for about 2 and half years now and the majority of them have been paid online. I paid my XX/XX/XXXX mortgage payment on XX/XX/19 which was a Sunday at XXXX. Freedom Mortgage changed the way they process payments on the weekend, did not notify me of the change, and applied my payment as of XX/XX/19 and put a 30 day late on my credit report. I paid on XXXX XXXX not XXXX XXXX. I was not 30 days late. I provided proof showing the screen print of my payment along with their email confirmation of receipt of payment dated Sunday, XX/XX/2019 XXXX XXXX. Freedom Mortgage refuses to take the 30 day late off my credit report. I've called them numerous times speaking to various people. More than one of their reps agreed that they recently changed the way they process payments. They now apply weekend payments the following business day and will put a 30 day late on your credit report even though you were not 30 days late. Again, they failed to notify me of this change in apply weekend payments the following business day and the fact still remains that I paid on XXXX XXXX not XXXX XXXX. My last call to Freedom Mortgage Co was with their Customer Liaison on XX/XX/19 at XXXX. He stated they've done this to thousands of people and put the 30 days late on their credit reports too. I first notified Freedom Mortgage of their error on XX/XX/19 via email to XXXX. I received no response. I sent a second request for them to correct their error on XX/XX/19. No response to my either email. I was verbally told they would have a decision by XX/XX/19. It seriously does not take two weeks to look at this information. I called XX/XX/19and was told they declined to remove the 30 day late and was advised to file a dispute with the 3 credit bureaus so that department can review the complaint and decide what to do. They are clearly violating the Fair Credit Reporting Act when I paid them on XX/XX/19not XX/XX/19. Here are the dates & times of my calls to Freedom Mortgage Co trying to get them to review the proof of payment emailed to them and to remove the 30 day late from my credit report : XX/XX/2019 XXXX XX/XX/2019 XXXX XX/XX/2019XXXX XX/XX/2019 XXXX XX/XX/2019 XXXX XX/XX/2019 XXXX XX/XX/2019XXXX XX/XX/2019 XXXX XX/XX/2019 XXXX
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| 04/26/2018 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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|
Web |
Servicemember |
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Request : Please delete the 90 day late payment off Credit report with all three credit breaus Account Name : XXXX XXXX Social Security # XXXX Old property address : XXXX XXXX XXXX XXXX XXXX, LA XXXX Freedom Mortgage Account Number : XXXX ( 90 day late payment ) XX/XX/XXXX To Whom It May Concern : Thank you for taking the time to read this letter, and I hope your day is going well. Im writing because I noticed that my most recent credit report contains a 90 day late payment reported on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX for my Freedom Mortgage Home Loan account.
I want you to know that I understand my financial obligations, and if it werent for my property taxes increase to make our equity amount increase, which I was not aware of until I received my invoice with a {$400.00} a month increase. Id have an excellent repayment record. I made a mistake in falling behind, but since then I set up a payment arrangement, paid the payment arrangement off in full before the scheduled payment arrangement time, and also paid my mortgage off in full with a {$0.00} balance. Since then, Ive had a spotless record of on-time payments.
Im planning to apply for a new mortgage loan with Freedom Mortgage, and its come to my attention that the 90 day missed payment on my record is hurting my ability to qualify. I have tried disputing this information directly wit Freedom Mortgage but was informed they denied my request due to the reporting information reporting was accurate. Well I do understand, but I have never been late on my Mortgage with Freedom Mortgage before the Invoice of my {$400.00} monthly increase due to a increase in property taxes that I was never aware of.
I truly believe that it doesnt reflect my creditworthiness and commitment to repaying my debts. It would help me immensely if you could give me a second chance and make a goodwill adjustment to remove the 90 day late payment on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX.
If you could please fix this ASAP, i am trying to re-apply for the new VA loan within the next two weeks, and this is effecting my approval with Freedom Mortgage. I am asking you to please, please help me with this situation.
Thank you for your consideration, and I hope youll approve my request. I can be reached at XXXX.
Best, XXXX XXXX
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| 09/18/2021 |
Yes |
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- Trouble during payment process
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|
Web |
Servicemember |
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I did not choose Freedom Mortgage. Rather, my VA home loan was acquired by Freedom several years ago. I refinanced, staying with Freedom, in XX/XX/XXXX. The monthly payment amount quoted in the refinance was great, so I went forward with it - saving ~ $ XXXXmonth. The company has missed paying some of my taxes every single quarter for the last year. I get delinquent notices, call, submit documentation, repeat. They held my old mortgage, it should be the same with slight adjustments each year for tax increases.
It's now a year later and it's clear that most of the calculations used to come up with that monthly payment from the refi were incorrect. Taxes on one of the lots on the mortgage were ignored entirely in the calculation, and I guess on the other lot two numbers were flipped - using {$1300.00} per quarter where it should have been {$1800.00}. I got a letter dated XX/XX/XXXX telling me I owe {$480.00} more per month. Then, only 11 days later - XX/XX/XXXX - I got another one tacking on {$130.00} more. So a surprise 46 % increase every month for the next year due to negligence or deception. Now my monthly bill is higher than before the refinance.
I know this is a temporary increase for the next year, but it is substantial. Also, I have low confidence in their administration of escrow accounts and no recourse if they continue to make mistakes. How was this never caught and the escrow allowed to go negative? How did none of my calls, every quarter, about unpaid taxes trigger someone to reevaluate before it got so far behind? Also, consider that I made it clear to Freedom that I was shopping around for my refinance. With that in mind I have no way to know if the numbers were misrepresented intentionally to make their refinance more lucrative next to any competitors or if it was just negligence. Regardless, it seems like the consumer is at the mercy of the mortgage company and whatever numbers they decide to put on the statement each month, and in the case of this mortgage company those numbers have been consistently incorrect for an entire year. The only thing I can do is pay whatever they say I owe or pay thousands to switch lenders, likely ending up with a higher rate and no guarantee my mortgage won't just be sold back to this company again.
|
| 05/03/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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Dates : XXXX, XX/XX/XXXX. XX/XX/XXXX, and other dates in XX/XX/XXXX Company : Freedom Mortgage Amounts : $ XXXX refinance for existing home mortgage Actions : 1. When I applied for the loan earlier this year, I specified that I was going to bring the money to closing. DO NOT roll the amount into the mortgage.
2. I was supposed to close in early XXXX. However, whenever the officer contacted me, I kept being told that I didn't have to bring anything to closing.
3. I kept talking to them about me bringing the money to closing. They kept telling me that it's being handled by escalation officer. It would be corrected.
4. We kept pushing out the closing date due to the same issue. On XX/XX/XXXX, I couldn't believe that they were still telling me that I didn't need to bring any cash for closing. I was very upset and threatened to end this process. They promised that it would be corrected by the end of Friday ( XX/XX/XXXX ).
5. On XX/XX/XXXX I contacted them again, I couldn't believe that they still told me I didn't need to bring any money to table. I simply told them that if it wasn't corrected by XXXX which was the scheduled closing date, I would go with another company. They promised they would correct it. Later that day, I even got a call and they told me the amount I was supposed to bring to the table and who the check should be made to. The officer and I went over the document ( in attachment ) and she told me the amount {$2600.00} was the amount I would bring to the table, despite I doubted that it said " cash to close was still 0 ''.
6. On XXXX as the notary lady sitting here in my livingroom, I couldn't believe that she was telling me that I didn't have to pay anything when I was ready to hand her the certified check. I was furious. I immediately called the company and all they did was to transfer me from one person to another. Eventually, I just called off the whole thing.
I strongly think that this company is using unethical tactics to try to roll the closing costs into the mortgage despite I've corrected them 10 times. It doesn't matter who I talked to, I couldn't get them to correct it. It looks that this is the only option with this company. This is ridiculous!! They certainly need to be investigated. I will be mortgage shopping again.
|
| 02/17/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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In XX/XX/XXXX, there has been an error is processing my payment. I scheduled my payment for XX/XX/XXXX. My account with you is extremely important to me. I have always paid on time and have perfect credit history with all my creditors. Unfortunately, my last payment for the month of XXXX was not processed as it should have been. I made this payment before leaving on vacation for several weeks using the prefilled information for online payments as I have every month since XXXX.
In XXXX, after returning from my vacation, I received a letter stating my payment had not been made. This letter was dated XX/XX/XXXX ( received well after XX/XX/XXXX in the mail ). I was not notified prior to the payment going over 30 days past due based on the processing error as the payment was due for XXXX. I promptly called Freedom mortgage on XX/XX/XXXX ( the day I got the letter ) at XXXX XXXX eastern to inquire on the matter and to satisfy both the XXXX and XXXX ( just billed ) payment. During this phone call I was not provided with details with why my payment did not go through, but was told I would be called back by a supervisor. at XXXX XXXX on XX/XX/XXXX, I called again, as I had not received the call back from a supervisor. I was then told it would be 48 hours before a supervisor would call me back. I was told it was my fault the payment did not go through and that " you should be monitoring your own account to make sure your payments go through. '' As of the date of my first letter to Freedom Mortgage on XX/XX/XXXX, I still had not received a call back from a supervisor. I believe this matter has been handled poorly. I have been a timely paying customer for several years and have no history of neglecting my bills. I have sent several letters to Freedom Mortgage in an attempt to resolve this matter, but with no proper investigation done. An error in their payment processing caused the past due payment. None of my account information had changed. There was nothing wrong with the payment information input on my end. Please see the attached payment confirmation screen shot as well as proof of the calls I made to Freedom Mortgage. I have also attached my bank statement showing the funds were available in my bank account at the time the transfer was to take place.
|
| 05/11/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
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XXXX XXXX : Closed on a house using a mortgage company XXXX : Mortgage company used an escrow account to pay for PMI each and every month. ( I have documentation to the fact and they have even provided me with a statement saying that as of XX/XX/XXXX the PMI was good through XX/XX/XXXX. ) XXXX : Mortgage company sold my mortgage to Freedom Mortgage Corporation.
XXXX - XX/XX/XXXX : Freedom Mortgage Corp used escrow to pay for PMI each and every month.
XX/XX/XXXX : Freedom Mortgage Corp used escrow to pay for PMI TWICE.
XX/XX/XXXX : I was alerted to this overpayment by a yearly escrow statement where they are raising my escrow payments about $ XXXX/month. I called and asked them about the double payment and was told that there was a missed payment in summer of XXXX when I asked for more details ( because this made no sense to me ), I was transferred to someone else who confirmed the missed payment was in XX/XX/XXXX. When I disputed it with documentation from previous mortgage company, I was then told that the missed payment had occurred in XXXX.
XX/XX/XXXX : I formally requested ( in writing via the online portal ) four items to figure out where the missed payment actually occurred and to get information regarding the service provider for the PMI ( so I could get them to confirm/deny the missed payment via a statement from them ).
XX/XX/XXXX : Freedom Mortgage Corp is refusing to provide the PMI contact information but has provided a " detail history '' of the escrow account. The detail history is full of errors. Not the least of which is that their records do not line up with the IRS 1098 Mortgage Interest Statements for any of the three years involved. ( The records Freedom Mortgage Corp has are short {$1300.00} - amounting to 5 PMI payments. ) I have asked them for more details regarding the double payment to figure out why they double paid and they are unable to explain or credit it back to my account. They are also refusing to budge on the raise in monthly escrow payment amounts that I will be owing in the near future.
In addition to all of this, they over paid my property taxes ( and I have yet to see a refund on that ).
Freedom Mortgage Corporation is unwilling or unable to properly maintain my escrow account.
Please help me.
|
| 03/24/2022 |
Yes |
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- Struggling to pay mortgage
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|
Web |
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When XXXX happened in XX/XX/2020, we were offered a 3 month forbearance program where the 3 months would be added to the end of the loan term. On month number 4, i began making my regular monthly payments. I tried unsuccessfully to have them remove me from the program as I no longer needed it and they repeatedly claimed that I was not in the program and they would fix the issue once they caught up with paperwork. The original mortgage company sold my mtg to FREEDOM MORTGAGE where they continued to do the same thing, FRAUDULENTLY keeping me in a program that I did not need nor request and I continued making my monthly payments. After almost 2 yrs, they have taken me out of the program and are demanding I sign a new agreement which changes the terms of my existing mortgage or threaten to start foreclosure proceedings. I have made a payment towards the 3 month forbearance program leaving me with a total due of 2 months currently. They continue to change the original terms of the program and will not work with me after fraudulently keeping me in a program I was making monthly payments on that I did not need! Every month I have had the same conversation with the people at FREEDOM MORTGAGE, that they were keeping me hostage while taking my money. I continue to make my current payments each month, they accept them but do not apply them towards the current month due and instead hold it in an unapplied funds account. Because of their actions, they have destroyed my credit rating and has resulted in credit account cards being shut down and canceled and or lowering my credit amount.
This company is a debt collector and does not own my mortgage. I demand they be investigated for fraudulently keeping me in a program I did not apply for longer than three months and the proof is in the fact that my payments have been made since month number 4 ( after the 3 month program expired ) I demand an explanation as to why they ignored my pleas to do the right thing while taking my monthly payments. I also demand they correct my credit rating. This is criminal! I have numerous recordings every month calling in demanding an explanation from Freedom Mortgage for all of the above.
They can not even produce signed paperwork for a forbearance program because they have none.
|
| 04/13/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
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|
On XX/XX/2021, I sent a request to Freedom Mortgage via their website message center to remove the escrow account they set up. I had closed on this loan at the end on XXXX & prior to the loan application submission, when the loan officer was discussing the payment breakdown, I became aware that they were setting up escrow. I asked if we could just pay the insurance and taxes on our own & they pushed back because it was going to be more work to redo the application or something. They said we could just cancel the escrow once the loan closed.
I sent my first request on XX/XX/2021. I hadn't received a response so I called their Customer care department on XX/XX/2021 & was told I had to submit an e-mail to their customer care department, which I did the same day.
Several days later, I noticed that they had adjusted my payments to reflect no escrow on their website so I thought the issue was resolved. Just before I went to make my first payment, I noticed they added the escrow back.
I then received a response in the message center on XX/XX/2021 that my loan needed 12 months of maturation before they would even consider this.
I sent a reply on XX/XX/2021 explaining that their loan officer, who set up this loan, did not say anything about a 12 month wait. I explained to them I had no intention of using this XXXX account for payment of bills & requested agin that they cancel it & refund my escrow balance. I pointed out that someone had briefly changed my account already without an escrow deduction & then someone changed it back.
They sent a response on XX/XX/2021 reiterating that I have to wait, at least 12 months, citing some reason about the loan investor guideline. They also said they had no record that escrow was briefly removed, which I am sure there is some type of electronic transaction record in their software. They also made a statement saying that underwriting guidelines may have required an escrow for approval reasons.
We put 20 % down for our townhome. Our credit scores are excellent. I find it hard to believe the assignment of escrow was the deciding factor in our loan approval.
This company has acted in bad faith regarding this matter. They are withholding money from me that is not accruing interest or paying down principal.
|
| 11/12/2019 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
Freedom Mortgage Corporation assumed my Mortgage Loan a year ago.
Soon afterwards Freedom Mortgage refinanced my Mortgage Loan and then lowered the interest rate with IRRRL.
Because of the above transactions Freedom Mortgage was given all information about my property from the title company concerning taxes, liens and owners.
I am a 100 % XXXX Veteran thus my property taxes are exempt by the authority of the State of Pennsylvania. Freedom Mortgage Corporation was made fully aware of this fact during the three transactions that passed.
Freedom Mortgage Corporation has demanded that I pay an increased Escrow amount every month although my taxes are exempt. Freedom Mortgage Corporation also refuses to document that my taxes are exempt due to being a 100 % percent XXXX Veteran and continues to erroneously evaluate and calculate my monthly mortgage.
I have contacted Freedom Mortgage Corporation over six times and was referred to a tax department. Their tax department told me that Freedom Mortgage Corporation tried to contact the XXXX County Tax Department but did not get an answer.
I am asking for the Consumer Protection Financial Protection Bureau to remind Freedom Mortgage Corporation that my property taxes with XXXX XXXX XXXX are exempt and that All Veterans that are 100 % XXXX are entitled to the Tax Exemption Benefit that is Authorized by the State of Pennsylvania and Shall Not be denied or Inhibited by any mortgage company or corporation. In light of this I am asking that Freedom Mortgage Corporation adjust my mortgage to the correct amount.
I am asking for Freedom Mortgage Corporation to Honor the State of Pennsylvania Tax Exemption for 100 % XXXX Veterans without further delay and to document such status at the very start of the every VA Mortgage Loan and to place such status on file to be reviewed and considered before taking collection action upon any 100 % XXXX Veteran with a Mortgage Loan and to consider the fact that since most 100 % XXXX Veterans have enough to struggle with when dealing with everyday life and they really don't need to worry and struggle with paying extra mortgage that is not due.
I have provided Freedom Mortgage with a copy of my Exemption Approval along with my parcel ID Number issued by XXXX County PA.
|
| 05/05/2020 |
Yes |
|
|
|
Web |
Servicemember |
|
We started our VA home streamline refinance back in XXXX and ran into all sorts of issues with being able to get in contact with anyone at freedom mortgage or inspire closing through email or phone. Documents were lost and they had to extend our rate lock on our loan because we were going to exceed the 45 day closing requirement and on the day of closing the notary called and cancelled our closing 30 minutes prior to the closing time.
XX/XX/202 - received documents to sign our new loan XX/XX/2020 - received an email from freedom requiring our previous divorce decrees and marriage certificate because they were not on file - even though we were already financed with them and this was on file from our original loan XX/XX/XXXX, & XX/XX/2020 - we received an email stating we needed to mail off the POA to XXXX for closing, later that day freedom mortgage said we needed to keep the original for the notary during signing.
XX/XX/2020 - requested to send our divorce decrees and marriage cert again XX/XX/2020 - requested to send a divorce property settlement form from my previous divorce - not needed because i was divorced 3 years prior to the purchase of this house - requesting unnecessary documents.
XX/XX/2020 - received an email from freedom mortgage asking to email a copy o the POA because they did not have it on file.
XX/XX/2020 - received an email from freedom mortgage stating there is an issue with closing and XXXX and for us to call them as soon as possible - our lock rate needed to be extended for the loan at this time because we were over the 45 days for signing.
XX/XX/2020 - received an email from Freedom mortgage that they have not received our closing documents yet ( closing date scheduled for XX/XX/2020 ) XX/XX/2020 - emailed freedom mortgage that we have not received our closing documents XX/XX/2020 ( XXXX EST ) from notary for XXXX closing that they have to cancel our closing today 30 minutes prior to our closing XX/XX/2020 - called Freedom mortgage to file a complaint and talked to the loan officer. no progress was made, i was told they would look into it and do not know why the notary cancelled the appointment XX/XX/2020 ( XXXX EST ) Freedom mortgage called saying title is trying to hire a new notary to complete our signing today.
|
| 03/13/2017 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
|
|
Web |
|
|
Our home was purchased in XX/XX/XXXX. It is a New construction home purchased from XXXX, XXXX was our original Mortgage Lender. We put down More than 20 % on a Conventional 30 year loan. We waived Escrow for our Property Taxes, but Escrowed our Homeowners insurance.
The loan was sold to XXXX before the first payment was due. XXXX only had our loan until XX/XX/XXXX, and it was sold to Freedom Mortgage. Our first payment to Freedom Mortgage was made XX/XX/XXXX. We Paid every month on time, and also paid XXXX Extra mortgage Payments over the last 2 Years. Our property Taxes were all paid including the Interm Tax for new Build, ON TIME IN FULL. In XX/XX/XXXX we received a letter from Freedom Mortgage that our Escrow account was Short and that they have paid our County/Local Tax in XX/XX/XXXX ( I paid them in XX/XX/XXXX ) and that they paid our School tax in XX/XX/XXXX ( and they werent due until XX/XX/XXXX which is when we pay in XX/XX/XXXX ). They were increasing our payment from XXXX to XXXX to make up for these shortages. I Immediately called the Local Tax Collector to confirm we were still listed as the address to bill taxes, and we were, and she had NO record that the County/Local tax was never paid by Freedom Mortgage they only Had record of my payment made XX/XX/XXXX. They did have record that Freedom had paid the School tax in the amount of {$3200.00} in XX/XX/XXXX. I then called Freedom Mortgage, they advised me to send payment to them for the School tax reimbursement Which I did on XX/XX/XXXX. Which still resolved nothing, since that time they have been allocating our payments incorrectly. We continued to pay our NORMAL monthly payment of XXXX as they had NO basis to force escrow. our taxes were paid on time, in full ... .and we are at a 65 % LTV . They are now claiming we did not make payment for the month of XX/XX/XXXX which I sent bank statements showing we did, and they were placing our funds in Un-allocated funds, which has messed up our Amortization and possibly our Credit Score. I have spent countless hours on the phone w/ Freedom Mortgage Customer Care and they are less than helpful. Freedom has admitted they were wrong about the taxes, Has adjusted our Monthly payment back to XXXX but Funds are still not correct from XX/XX/XXXX.
|
| 12/12/2017 |
Yes |
- Mortgage
- Other type of mortgage
|
- Trouble during payment process
|
|
Web |
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Sent Freedom a Certified check for mortgage payment at there request. They would not allow me to do online Bill pay or pay online. Must be certified check per there representative. Sent on XXXX XXXX and was delivered XXXX XXXX to PO box specified by Freedom Rep. After payment was never applied to funds a week later I began calling trying to find out why. Per Freedom the check was sent to a different processing center in Indiana and would be applied to my account once received. After 2 weeks no funds applied, sent by fax receipts for Certified check and had to submit a written request for inquiry. XXXX XXXX they said they got my request and opened a help ticket, I was instructed to call back in 10 days. 10 days called back case was closed because they needed more proof I sent payment other then them signing for the check. obtained Proof from XXXX for cashed check front and back and faxed AND emailed to customer care the first of XXXX help ticket reopened told me to call back in 10 days. I called back they did not receive the the fax or email! help ticket was closed. Sent to work email of case worker per her request she would ope help ticket. 10 days later I called and she did not receive my email. I resent the email with her on the phone and she finally recieved it. I was told to call back in 10 days. I called back. I was told to call back in two days. I have called Freedom Mortgage over 10 times, they have never returned my call. usually I am placed on hold for 30-40 minutes before I give up and hang up. I emailed them and faxed them 3 times all the paper work they required. There stories keep changing of where my check was sent to. They send me Demand Letters for missing payments 3 times a week. I was served at my home by a courier service for missing payment, they claim they did not hire him.I have been charged Late fees and Home inspections fees for the missing payment. They have been reporting to the credit bureau since XXXX that I have been delinquent. Yet My payment was n't missing until XXXX. They will not return my calls, they are avoiding me, and have no idea where the cashed certified check made out to them is. It has been 5 months of my constant calling and emailing and faxing everything they requested and still I am in delinquency.
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| 08/11/2023 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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Freedom Mortgage has been pure XXXX to work with on getting my deceased father 's house out of probate. They have given confusing instructions. I was appointed as Personal Representative by the Second District Court of the State of XXXX in XXXX Utah for my father on XX/XX/XXXX. I confirmed on XX/XX/XXXX that Freedom received the required probate documents. We spent a week of getting nothing but roadblocks as I tried to resolve the situation. The plan is for me to take a hardship withdrawal from my XXXX XXXX though XXXX administered by XXXX. I've requested a breech letter, so that my XXXX can release the funds. This is a VA backed Loan and the loan technician is XXXX XXXX and she has been great to work with, but she can only do so much Freedom Mortgage needs to provide the documentation needed for me to bring the mortgage current. I called Freedom Mortgage multiple times. On XX/XX/2023 I talked with a representative and I Identified myself as my Father 's representative through probate. She said I needed permissions from the co-borrower. Per the VA there is no co-borrower. Per the Second District Court of the State of XXXX I am the representative of the only borrower on the loan. The late XXXX XXXX XXXX XXXX. The probate case number is XXXX and is filed at the XXXX XXXX XXXX XXXX XXXX XXXX Utah at XXXX XXXX XXXX XXXX Utah XXXX. This is a direct violation of the court order. They later required me send a copy of my Driver 's License. Something the first representative, whom later hung up on me never advised me, Their e-mail system sent me multiple rejections on the e-mail for the driver 's license image. I am the XXXX XXXX in XXXX of the deceased and only borrower and have Power of Attorney on my his surviving spouse. Me and My Mom want to assume the loan, and I have access to the funds to assume the loan. Freedon Mortgage does nothing but drag out the process, give confusing and contradicating instructions. it's almost like they want to foreclose on the home of an XXXX veteran 's widow so they can resell the property at a higher interest rate and my family loose everything. We need Freedom Mortgage to comply with the requests that both myself and the loan agent at the VA have requested, and we need it done in the next few business days.
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| 01/28/2017 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
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Freedom Mortgage states in their payment script that if a payment returns they may make a 2nd attempt to withdraw funds. A payment was submitted prior to XXXX and due to an auto withdraw error it returned. Freedom mortgage did not make a 2nd attempt without advising that they would n't which caused the payment to go over XXXX. Upon speaking with them and advising it was unfair and deceptive I was advised by a supervisor that it would not report. 11 days later I was sent a letter advising it would report and upon calling the mortgage company I was advised that none of their payments make a 2nd attempt, or that " only some depending on the bank '', but they would not provide a list of the type of transactions that would make one, and when brought up that the initiating bank makes the decision to withdraw twice, I was advised that " it just depends '' and that it did n't matter because their script says " it may ''. When brought up about the prior discussion with a supervisor, I was advised I would have to give them the date for them to find the notes, and then afterwards was told there were no notes from a supervisor. I asked for them to pull the call, as well as why they would say there is n't notes reflecting a supervisor agreeing the legal script could be deceptive and advising it would n't report, and then was told " they ca n't confirm or deny ''.
If the legal script did not imply a 2nd withdraw would occur, I would have known and been able to correct this prior to XXXX, however because I was waiting for a 2nd attempt and not submitting an additional because I could not pay 2 mortgage payments, the company is now blaming fault on me as the customer for not knowing that " may withdraw '' would mean it would n't. This is clearly deceptive and unfair, as the initiating bank is the one who decides to make a 2nd attempt or not. Generally there is no conditions on what types of returns this happens for, and the company can not provide a list to their customers so that they are being transparent. It is also completely deceptive that a supervisor would promise that it would not be reported due to those factors, and then when the company decides to do it anyways there is suddenly no record of this and they are completely unwilling to rectify it.
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| 12/18/2021 |
Yes |
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- Trouble during payment process
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Web |
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Hi so to make a long story short back in XXXX my mortgage company decided to pay my taxes annually. This happened to many companies all of a sudden which made it seem as if my balance in my escrow would be - almost {$4000.00}. The only option I gave me was to send a payment in full or take the mortgage payment of almost {$300.00} more. They did not give an option they did this because the 2 percent savings by paying it annually. They did it again in XXXX and now again XXXX and 4 next year. I got nervous that something would happen back in XXXX and they gave me the option of paying it over 36 months I believe. My town does not require XXXX they require quarterly. That being said they would only money and my mortgage payment would be much lower. I started fighting again with them back in XXXX about this and I keep getting the runaround they're talking about my mortgage insurance and about my fire taxes and they keep stating they pay my annual taxes annually for my town I have told them over and over again it can be paid quarterly and I do not want them to pay it anyway. I feel as if this getting pushed out because the longer it waits it'll be too late for them to do a quarterly for next year. My mortgage was XXXX in XXXX took forbearance which in itself is very difficult because I did it on my own and every time I tried to submit something another document or over the 30 days so my credit score went in the tubes. After the forbearance I believe it went up to about XXXX a month right now it's at XXXX and they're saying next month starts XXXX. I have spoken with the tax assessor 's Department four times in the last month and still nothing gas been done. Mortgage company us freedom mortgage. Ty I was told us to be rectified by the beginning of. XXXX and then again I was told by mid to end XXXX and it is still not done and I have not paid XXXX though I have the money because it should be much much. I just spoke to a member services person and they told me to not pay it and to call on Monday to talk to the assessor office I have very little hopes that I'll be able to get through and not be on hold for 3 hours or transferred to different departments and then disconnected. Now because of all of this my credit is too low to refinance somewhere else.
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| 07/28/2021 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I was called back in XXXX and offered a stream lined refinance. for a few weeks i was regularly contacted and provided all information that was requested from me. Then out of the blue the refinance was closed with out notification to me. I called and was told there was a missing letter of subordination due to my down payment assistance program. The refinance was reopened and again I provided all information requested from me, including paper work from a 7 year old bankruptcy that I had to pay for for this that wasn't even needed when I purchased my home. a few weeks passed and again no contact. When I called. I was once again told that it had been closed without notification to me. After this I filed a complaint with the CFPB. I was contacted that day and the refinance was reopened again I provided the information requested and this time was informed they needed a letter from me requesting the letter of subordination which was provided that same day. A week later I received a call stating i was going to have to pay a rate lock fee because I had not provided the the letter to which I produced the email where the letter was sent to whom it was sent and a confirmation that it was received. I also refused to pay the rate lock fee because none of the dragging out of this process was on my end. Three days later I received a phone call just to tell me everything was moving forward and they were working on a subordination agreement. Two weeks passed I received no contact so i called to see what was going on and after being shuffled thru 4 different people i was finally told it had been closed again. Then i was told that there was a lien on my home that i needed to pay or they would not refinance. At the beginning back in XXXX i notified them of my down payment assistance program was told it was not an issue. When i accepted the down payment assistance I was told I could refinance without an issue. when I contacted the down payment assistance program today to find out their side of the story regarding the letter of subordination it turns out freedom never when thru the proper channels to receive it. I am tired of fighting with the mortgage company to obtain what they called and told me what they were going to give me for being a new customer.
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| 11/22/2017 |
Yes |
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- Trouble during payment process
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Web |
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On Wednesday, XXXX XXXX, XXXX I received a letter informing me that I had canceled my insurance and that my mortgage company, Freedom Mortgage, would be providing me with hazard insurance at a high rate. I had know idea that my insurance had been canceled. I was n't overly concerned because I had received one of these letters about two years ago.
When I called Freedom Mortgage they informed me that they had sent my insurance payment, but it had been returned. They told me that they sent my payment to the wrong address. And that XXXX XXXX had canceled our policy 6 weeks ago. I told them that I was unaware of any problem. They said two letters were sent from XXXX. They asked if I would hold while they contacted XXXX XXXX. After 5 minutes they came back on the line and said they were talking to XXXX, The mortgage representative said she hoped they would take an overnight payment. She came back on the phone and informed me that XXXX refused. I needed to call my agent and rewrite the policy. I was extreme frustrated and overwhelmed. The next day I was having roofers show up and I had no liability insurance. The response from Freedom was that is an inconvenience. There was no admission of guilt or apology. I asked for a supervisor and was told it was a one to two day call back time. She connected me to a higher level. At one point in my anger I asked if I needed to contact the tax collector to see if they had paid my property taxes, and I was told not to be ridiculous. I could n't believe how flip they were.
I called my agent, but he was very confused and said he had to check somethings. I then decide to call XXXX myself. I connected with a very helpful agent. There records did n't show any calls from Freedom Mortgage that day. He offered to call them and see if they would send a payment immediately. He also informed me that no letters had been sent to me, but three bills had been sent to Freedom. He put me on hold, and called them. Freedom was willing to send a payment right away, and some how found the correct address.
It is amazing to me that Freedom Mortgage lied to me about everything. They risked my home and my financial safety. I have never missed a payment or been late. This is the second time they have put my security at risk..
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| 02/08/2022 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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In XXXX of 2021, I applied for a refinance of my mortgage. I accepted the interest rate of 2.75 %. I am a XXXX XXXX. I might be away from home as much as 3 months a year. I have a mail box at a XXXX XXXX that I use as my mailing address. They collect and forward my mail to wherever I am working. The refinance reps wanted a bill that didn't show my mailing address but only my residential/mortgage address. I sent or uploaded my water bill. I was told by my refinance rep that my file was complete and it would take about 60 days for the new interest rate to take effect, probably XXXX.
When I did not see any changes on my XXXX statement, I called to follow up. It was then I was told that my file had been closed because it was incomplete. I asked how it was incomplete, the rep said it was missing the water bill. I explained that i sent my water bill and was told Iwas approved. The rep confirmed that the water bill was there and a part of my file. Then i was told that the file was closed due to fraud. I asked for a explanation but no one was able to give me one. I was transferred to several different reps in different departments, always being told the next rep/department would be able to reinstate my file and give me the 2.75 % I was supposed to get. No one could tell me why my file was closed or what " fraud '' had been committed. No one could tell me why Freedom Mortgage, who called my cell phone everyday while waiting for the water bill, did not call, text, email or write me to say my file was incomplete ( which it wasn't ) or that fraud had been found.
Then I was sent to XXXX XXXX. He said he could give me a quote on the current interest rate, since the old one expired. He told me the best he could do was 3.875 %. I declined. What I also found out later is that XXXX XXXX had not given me a quote. He filed a whole new application, without me knowing.
This experience has left me feeling deceived and cheated. I've decided to give Freedom Mortgage every opportunity to rectify this situation before I hire a lawyer and start filing complaints to the relevant state/federal agencies, civil rights groups, predatory lending organizations and social media. Can you please help me fix this? Or forward this to the person/department who can?
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| 06/14/2017 |
Yes |
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- Struggling to pay mortgage
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Web |
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Greetings, Freedom Mortgage I have been out of work for more than a year. I was on a special forbearance plan with Freedom Mortgage, but I missed a payment due to no funds and the plan was cancelled. I submitted a new request for Loss Mitigation, but was denied due to dti. I had no income at that time. However, I was approved for benefits by Texas Workforce Commission and now have income. I submitted an appeal on XX/XX/XXXX. I never received any calls nor any written communication regarding the appeal. I called Freedom Mortgage on XX/XX/XXXX, for a status update. The rep reviewed my account and stated I was approved for another forbearance plan. I stated I never received a call or written notification, so he stated he would email it to me since I have until XX/XX/XXXX to sign and return. The forbearance he emailed to me was the old forbearance plan, which is expired. I called Freedom Mortgage again on XX/XX/XXXX because I was furious. I explained the fact that I suffer from XXXX and have a XXXX XXXX with no insurance for medication. I have been barely holding on because of fear of foreclosure. The rep stated my appeal was denied and that he was n't sure why the previous rep said I was approved. I informed XXXX I 'd # XXXX, that I needed to speak with a manager. To build my hopes up and tell me everything was fine and my appeal was approved was insensitive, hurtful and has cause me to go into a XXXX XXXX. That inaccurate information absolutely deflated me. I have had to seek guidance from ministers and really trying not to return to the XXXX XXXX. I ca n't afford it this time. XXXX told me that there were no managers on the floor. He showed no urgency to help and I am beyond disappointed with Freedom Mortgage. They never CALL and the only written communication I receive is a letter informing me of a new single point of contact, which is every two weeks it seems. My income status has changed, as well as my debt. I submitted a new request for Loss Mitigation today XX/XX/XXXX. I use to work for XXXX XXXX XXXX XXXX Office of the CEO and President. I use to handle all regulatory complaints from the OCC and CFPB. I have had great experience in the past working with your offices and I hope that it can be a great experience as a customer.
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| 10/29/2021 |
Yes |
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- Trouble during payment process
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Web |
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On XXXX a property tax sale sign was placed in my yard, stating my home will be sold on the courthouse steps on XXXX. However, I have a FHA mortgage with Freedom Mortgage Corporation and my property taxes are escrowed and paid each month when I pay my mortgage payment. I've had my mortgage with Freedom Mortgage Corporation for almost five years and I've never been late paying my mortgage payment. When I saw the property tax sale sign in my yard this afternoon, I immediately called my County Property Tax Office and they informed me that they still haven't received my property tax payment for tax yearXX/XX/XXXX. So, I immediately called Freedom Mortgage Corporation this afternoon to inform them that my County Property Tax Office said they still haven't received my property tax payment for tax year XX/XX/XXXX and that my property taxes were due by XXXX. I had also called Freedom Mortgage Corporation numerous times early this year regarding them not paying my property taxes and Freedom Mortgage Corporation said they would process my property tax payment immediately and assured me they would mail the payment asap. Freedom Mortgage Corporation withdrew my escrow payment out of my escrow account on XXXX and was supposed to mail the payment on XXXX. However, still to this date, Freedom Mortgage Corporation has not paid my property taxes for tax year XX/XX/XXXX and they never called me or notified me at all that they were still delinquent in paying my property taxes for tax yearXX/XX/XXXX. Nor did I receive any new notices from my Property Tax Office before the tax sale sign was placed in my yard today. Freedom Mortgage said I can redeem my home after it sells on the courthouse steps on XXXX which is absolutely ridiculous, because I didn't fail to pay my property taxes, Freedom Mortgage Corporation failed to pay my property taxes for tax year XX/XX/XXXX. My house shouldn't be sold at all on the courthouse steps at the property tax sale on XXXX due to their negligence. Now, I'm about to lose my home if Freedom Mortgage Corporation does not pay my property taxes for tax year XX/XX/XXXX in the amount of approximately {$3700.00} by end of business day tomorrow ( XXXX ) in the form of a bank cashiers check to My County Property Tax Office.
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| 03/10/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Our previous mortgage company, XXXX XXXX, paid our property taxes on XX/XX/XXXX in the amount of {$1000.00} to XXXX XXXX City Tax Collector . My husband also paid the {$1000.00} taxes to XXXX XXXX Tax Collector prior to the delivery of the escrow payment to the city Tax Collector. Our taxes are paid for XXXX XXXX XXXX, XXXX, NC XXXX.
The city issued a refund of the mortgage escrow tax payment to XXXX on XX/XX/XXXX ( XXXX XXXX to XXXX # XXXX {$1000.00} XXXX XXXX XXXX XXXX, TX XX/XX/XXXX TT ). Our mortgage was purchased by Freedom Mortgage sometime in XXXX.
I tried to get in touch with XXXX XXXX in XXXX and XXXX about the funds but since our mortgage company has changed to Freedom Mortgage. I was not able to get answers from XXXX to XXXX but understood and was patient with the process since the mortgage was just newly acquired.
I then saw in our Freedom Mortgage payment history the exact amount of {$1000.00} as " funds received '' into escrow. I have called once a month since XXXX trying to get our account review and the overpayment of tax money refunded. I typically speak to at least three different Freedom Mortgage employees and get transferred between departments and get promised a solution if I call back next time wasting about two hours each call.
I did feel like I was getting answers on XX/XX/XXXX when I was told our escrow account would be reviewed, we would get a refund back to our bank and a follow up phone call. Nothing has happened and it is XX/XX/XXXX. I just called this morning and have spoken with three different individuals and have politely expressed my frustration over the matter and continued to get transferred between the tax and escrow departments and was even asked by someone at the tax department " why I was talking to them when it wasn't her department that dealt with this '' as if I have any ideas to the inner workings of their company.
I am at my ends and have wasted a lot of my patience, a lot of time and am very frustrated with how dysfunctional and manipulative Freedom Mortgage has treated me ad my situation. I have been lied to and have been blown off for months. I hope to have my issue resolved but I more hope my problems and the inept attitudes of Freedom Mortgage gets brought to light.
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| 09/25/2019 |
Yes |
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Web |
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FREEDOM MORTGAGE IS ATERRIBLE company I was suppose to refinance and close on XX/XX/2019 they told me not to pay in XX/XX/XXXX for the month of XX/XX/XXXX. I was working with XXXX XXXX my loan officer. So I didn't pay for XX/XX/XXXX. and then he calls me on XX/XX/XXXX and tells me to pay for XX/XX/XXXX or its going to be on my credit report and Then I would have a late payment that would make it so I can not close/refinance. I have never done this before so I did not know the process just trusting my mortgage company. So I tried to speak with a supervisor or manager no one ever calls back. I get a new loan officer XXXX XXXX who calls me about closing in XX/XX/XXXX instead of anyone calling me back about the lies I was told. XXXX knows nothing about how his company is poorly handling my hardship and how I had to get more money to pay for XX/XX/XXXX mortgage even though I was told not to and I'm in a hardship and used that to pay my other bills. I even called and spoke with XXXX to make sure its okay to pay my other bills, he said yes these calls are recorded. I ended up paying the XX/XX/XXXX. payment and schedule to close in XX/XX/XXXX. Then the closers never showed up XX/XX/2019 XXXX. I called and got the run around. They reschedule for a few days later and the woman comes late to my house and closes. I then get a late fee letter and so I called and told them I closed they said there is nothing they can do. I spoke with a supervisor and so they said they will remove the late fees. I then get a call from XXXX saying the closer did not fill out all the documents and we need to close again and I will need to now pay XX/XX/XXXX and they sent my check back and I'll have to pay the mortgage and closing cost by Monday and that there is nothing that says they will wave any late charges. I asked for a manager and they said there customer service, loan officers, schedulers and ( Inspire ) the closing company are all different and I can call customer service if I want to complaint. I am now left with no closing. No money for XX/XX/XXXX mortgage and a check that is on hold because they reversed. I will now have this on my credit and can not refinance because this will be considered late mortgage and does not qualify with late payments.
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| 01/06/2020 |
Yes |
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- Problem with a credit reporting company's investigation into an existing problem
- Problem with personal statement of dispute
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Web |
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I have tried to rectify an issue with Freedom Mortgage on several occasions. I am XXXX XXXX military and frequently travel outside of the US in completion of my duties. I am often difficult to get in contact with and often have a delayed response to inquiries. On XXXX19 I called Freedom Mortgage in response to a letter I received to ensure my account was up to date and there were no issues. During the XXXX19 call I initiated I asked if 1 ) my account was current 2 ) did I owe any monies ( fees, late charges, etc. ) 3 ) why there was an increase to my payment and what was the new payment. The individual on the phone was very helpful, albeit a bit rushed, and assured me there were no issue with my account. They relayed to me that : 1 ) My account was current.
2 ) The difference in the new and old payment amounted to {$46.00}, there were no late fees or additional charges because it fell below the {$50.00} threshold and since I am XXXX XXXX military there would be no further assessed fees. I would also pay the {$46.00} in addition to my scheduled payment in my XXXX19 payment. The individual assured me that was fine.
3 ) They could not provide an explanation of the approximately {$13.00} per month increase, but they assured me it was common and a minor amount that would fluctuate. I thought this strange and asked them to ensure this was not an ARM loan. They stated it was not and the new payment would be {$1400.00}. I informed him I would make the changes to my direct deposit and that it will take effect on the very next payment of XXXX19. Again, they stated that was fine and there was not a problem.
Unfortunately, there did appear to be a problem. I was informed through a credit monitoring account there was an issue with my credit rating due to this matter. I immediately called the customer service line and was told, although there were no additional fees and the lapse between old and new payments was under the {$50.00} threshold, I was 'turned in ' and would have to write you in order to rectify the matter. I am hoping this will clear up any misunderstanding and that Freedom Mortgage will make the necessary corrections with the Credit Bureau. Please let me know if there is any additional information I can provide. Thanks.
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| 07/28/2017 |
Yes |
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- Struggling to pay mortgage
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Web |
Older American |
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We refinanced the house we live in XXXX XXXX XXXX XXXX, Arizona XXXX in XX/XX/XXXX with a company called Freedom Mortgage. It was then at 6.75 % interest rate and a fixed monthly payment. Immediately the payment began to increase so I began to research and investigate why. Freedom Mortgage said it was our escrow which we have evidence it was not. In the summer of XX/XX/XXXX we tried to refinance with XXXX XXXX XXXX as they were our home owners insurance and they said it could be done at 4 % interest rate. It did not happen as they stated Freedom Mortgage made it very difficult and at this time by there word we were now two payments behind. We caught up and paid Freedom Mortgage {$4300.00} in addition to the then payment. Freedom Mortgages stated to us that they sent it to a Loan Servicing company yet every single month we got statements from Them and made the payment directly to them. In the fall of XXXX they changed the account number and it has been a nightmare ever since. We have made the payments and I have copies of all the checks they deposited but not accounted for. They send us statements with amounts of funds placed in an " unapplied fund '' account. They have hurt our credit stating we are almost {$9000.00} behind. They tried to modify lowering the payment to {$590.00} for 3 months but wanted a new signed contract at 6.75 % and 30 years. Now they are threatening forclosure and we are claiming criminal charges because they got funds for months, say we have not made payments, forced us to hire lawyers that we do n't get any feedback as to their assistance but call demanding the payments. Oh we are besides ourselves. We want to get away from such a corrupt mortgage company. WE have contacted you before and they seem to do a pretty good job at lying to you as well when I have boxes and boxes of the evidence. HELP us please. Please file criminal charges against them for keeping money and not applying it to our account. Please file charges for promising they themselves would refinance at 3.5 % years ago and ignored the packages of paper information they requested I send to them stating, " we will get to it when we can ''. Please file charges against them for threatening and intimidating because they can. HELP US please.
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| 02/10/2018 |
Yes |
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- Trouble during payment process
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Web |
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Hello!
Please I need support for the below issue : My name is XXXX XXXX I bought a house on XX/XX/XXXX, ( closing date ) now Freedom Mortgage send me bill to let me know, that I need to pay the taxes for the entire year of XX/XX/XXXX {$3700.00}, on XX/XX/XXXX I contacted my closing attorney by e-mail ( XXXX ) XXXX and XXXX XXXX, the builder XXXX XXXX builder ( XXXX ) and the attorney office said that they make a mistake on the closing tax calculation, that they contact the builder and he agree to pay portion of the due. Im 2 month behind in my mortgage for a financial issue and now they going to Increase my mortgage because the mistake that the attorney did, Im affray that I can loose my house. I have this house at the end of XX/XX/XXXX ( not the entire year ). What can I do? I do not want to loose my house, will be too much for me the new monthly payment. XX/XX/XXXX I went to the XXXX county tax commissioner and they told me its nothing they can do, I dont know who can help me with this matter.
Thanks, XXXX XXXX XXXX XXXX XXXX XXXX, Ga. XXXX XXXX Please check the e-mail answer for all of the people involved in this issue : On XX/XX/XXXX XXXX XXXX EST, XXXX XXXX wrote : > >XXXX, > >The property tax bill and with that the invoice from Freedom Mortgage >is correct. The closing attorney didn't collect enough money at >closing.
> >The attorney paid Property Tax bill using Un-Improved amount ( before >the house was built ).
> >The Estimated Property Taxes were Estimated to be {$2700.00} a year- the >attorney collected {$300.00} from XX/XX/XXXX to XX/XX/XXXX. This is reason your >escrow is short. In the meantime the attorney has contacted the seller.
>The seller agreed to send you a check for the amount he should have >paid. You will receive a check in the mail, but not for the whole >amount just for the portion that was originally owed by the seller.
> >This is what the attorney said : > >XXXX, > >The Seller has requested a check from their accounting department in >the amount of {$1200.00} ( the difference between the {$300.00} tax credit >XXXX received at closing and the credit he should have received > {$1500.00} ). The check will be made payable to XXXX and he should >receive the check within 10 days or so.
>
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| 09/18/2017 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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On XX/XX/XXXX multiple payments to this mortgage were made simultaneously to bring the loan current.
On XX/XX/XXXX we were informed that although the prior months payments were applied perfectly, XXXX 's payment of {$960.00} would not be applied because there had been a payment plan offered by Freedom Mortgage. Although not accepted, this payment plan proposal is said by Freedom Mortgage to be sufficient for them to require the $ XXXX monthly payment thus rendering the {$1200.00} paid for XXXX and fees a " partial payment ''.
We have now sent multiple copies of our written request for fund application to Freedom Mortgage and have received no response.
The funds in question remain in suspense with Freedom Mortgage making no attempt to either apply or return them.
The funds in question are in the amount of {$1200.00} and have been suspended for the duration of 38 days.
Per our phone conversation with an account representative on XX/XX/XXXX, the " payment plan '' referenced as reason to suspend funds in excess of a monthly payment would expire on XX/XX/XXXX prompting the application of funds.
Per our phone conversation with an account representative on XX/XX/XXXX, the " payment plan '' referenced as reason to suspend funds in excess of a monthly payment would need to be rejected in writing and sent to email " XXXX '' or faxed to XXXX.
See forwarded email sent to said address on Tuesday XX/XX/XXXX with the aforementioned written request.
A fax to the number provided was also attempted but was unsuccessful. ( Fax responded as a UNSENT : BUSY ) This account has been charged with a late fee for the XXXX payment of {$960.00} ( as stated on mortgage statement dated XX/XX/XXXX ).
Negative information has been reported to the credit agencies.
No mention of a payment plan has been made in writing to the mortgagors of this loan. ( See Mortgage Statement dated XX/XX/XXXX ) No mention of a payment plan has been seen on a mortgage statement received by the mortgagors of this loan. ( See Mortgage Statement date XX/XX/XXXX ) It has now been 38 days since Freedom Mortgage has issues a mortgage statement to the mortgagors of this loan.
We believe this to be an abuse of the suspense account and request action be taken immediately.
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| 01/06/2022 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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Refinanced my VA loan on XX/XX/XXXX for {$170000.00} with payments around {$1300.00} mo. Started COVIDXXXX19 Forbearance, XX/XX/XXXX. Current on payments when I started forbearance plan. Continued making payments during forbearance period, loan sold by mortgager to Freedom Mortgage in XXXX of XXXX. From XX/XX/XXXX to XXXX XXXX XXXX payments were made including XXXX trial payments. Loan modification offered by Freedom Mortgage for {$170000.00} despite over 5 and half years of payments. Contacted VA case manager months ago without response, called main number but no return contact despite being told I would. I received a 100 % total XXXX rating from the VA XX/XX/XXXX, and filed for tax exemption with XXXX XXXX. I was provided a letter from XXXX XXXX, and application with time/date stamp. Contacted Freedom Mortgage to update modification offer with new monthly payments since tax exemption was approved. Spoke with tax office and customer service rep. and was told it would take XXXX business days to update the info., send a tax refund for XXXX - XXXX XXXX ( backdate ), and send a new modification contract. I've contacted them multiple times since then and was told the issue was being sent to the research department. No XXXX contact received and deadline for the modification we had was XX/XX/XXXX, as well as payment. I contacted tax office again a couple of days ago and was told the XXXX XXXX office had messed up. I asked if they'd contacted but they said no. I asked if the documents they had me fax on XXXX XXXX were available. They said they never received any fax. I uploaded the documents online via their website which I was advised against the first time. I asked the Freedom Mortgage rep. for guidance, how much is my monthly payment amount since I was tax exempt, when I would receive a new modification contract, etc. I was told they didn't know but would send a request to the research department ( again! ). We have XXXX children and are concerned about our home now.
100 % XXXX Veteran not receiving tax exemption from mortgage company despite XXXX XXXX 's approval of exemption status and documents provided. CARES ACT violations regarding payments during forbearance, credit reporting errors, and new modification issues.
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| 11/23/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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We refinanced our mortgage, and in a letter dated XX/XX/XXXX, Freedom Mortgage ( our initial mortgage company ) confirmed that the loan had been paid off. I failed to stop automatic drafts and we had an escrow balance, so the company owed us {$4900.00}. The check did not arrive, so I contacted the company in XXXX, fearing that the check had been stolen from our mailbox or not delivered to the correct location. In this phone call, I was told that the company would stop payment on the initial check and reissue another one. This check never came, so I called again on XX/XX/XXXX. In this phone call, I was told that the person who handled my first inquiry in XXXX wasn't actually able to initiate a reissue of the check, since it hadn't been 30 days since the original check was issued. Evidently this problem had been disregarded, no one followed up with me, and no check was set to be reissued. On this same XX/XX/XXXX phone call, during which I spent roughly an hour on the line, the Freedom Mortgage representative set up yet another reissue. I requested that this check be sent certified mail ( which I said I would pay for ) so it could be tracked, and they said that was not possible. I asked if I could be notified when the check was sent, and they also said that was not possible but I could call again 48 hours from that phone call to follow up. I called back on XX/XX/XXXX, and the representative said that the new check was to be dispersed no later than XX/XX/XXXX and I could call back to check again. I called for a fourth time on XX/XX/XXXX, when the check had not yet arrived, and the representative confirmed that the check was mailed XX/XX/XXXX, and my only recourse was to call back again on XX/XX/XXXX to have it cancelled and reissued again.
There is no place on their online portal to handle an issue like this in a timely manner, so it seems that my only option is to sit on the phone for extended periods of time. I have received all other postage without issue from Freedom Mortgage for the duration of our time as customers. I was told that the only way for this company to get our money to us is through a check sent in the mail. It has now been nearly four months and the company has failed to provide the money we are owed.
|
| 11/23/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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XX/XX/XXXX our mortgage was purchased by freedom mortgage. On XX/XX/XXXX they claim to have issued a escrow analysis. We never received it. With no other communication we were unaware our mortgage payment was going up. I have our payments set to autopay from our bank account. I called freedom mortgage on XX/XX/XXXX when I received a letter stating that they did not receive my my payment. After some digging it was discovered that they increased our monthly payment due to a shortage in the escrow. The shortage in the escrow was due to freedom mortgage payment my property taxes as well as property taxes for another parcel not owned by us. They did receive my payment for XXXX installment but it was short the adjusted amount we were unaware of. Because it was not a full payment, they placed the payment in an unapplied funds account. They stated that they did in fact perform the error as it relates to my escrow payment for taxes. However, until they received the money back from XXXX XXXX I needed to pay the inflated monthly payment and I would eventually get my money back. This is unacceptable for the customer to have to pay an incorrect inflated payment due to an error on behalf of the mortgage company. Not only that, but the late payment notice was issued XX/XX/XXXX ( XXXX days before the grace period ends ) and stated I needed to pay {$1900.00} which is what I had already paid. In addition their XXXX states my minimum payment due is {$1900.00} as well. The representatives I spoke with regarding this both said the correspondence is incorrect and the XXXX is also incorrect. How can anyone trust a company that can not communicate accurately via writing and their automated ivr the correct information?
As of today XX/XX/XXXX ; freedom mortgage still refuses to apply my {$1900.00} to my mortgage loan while they sort out the escrow error on their end. They have threatened to charge late fees and report my late payment to the credit bureau. Im scheduled to make my next loan payment XX/XX/XXXX and they are stating it must be the new payment amount of {$2000.00} plus any delinquency. Again, why is the customer having to foot the bill for the mortgage companys mistake? An escrow issue should not impact my principle and interest.
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| 03/06/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
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Web |
Servicemember |
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I was in the hospital in the XXXX from XX/XX/XXXX to XXXX XXXX a XXXX XXXX XXXX from XX/XX/XXXX XX/XX/XXXX due to XXXX. I was not alert or oriented except for the last two days of my hospital stay, I was XXXX and in a XXXX. My husband who has never paid the mortgage never thought about XX/XX/XXXX mortgage because at the time they were not sure if I was going to live or die and he has never paid the mortgage.
However, on XX/XX/XXXX he called in to make the XXXX payment at the advisement of our children and found out that he needed to make XXXX 's payment as well. He made both payments that day.
Freedom Mortgage hit both of our credit reports with a 30 day late mortgage. Once I found that out I contacted Freedom Mortgage in XXXX of XXXX and got up to the supervisor of the call center, She pulled the tape recording of my husband calling in on the XXXX, and said since he did not tell her I was in the hospital with XXXX at that time they can not change our credit report. They did not ask my husband why the payment was late either. My husband didn ; t know he needed to tell the bank I was in a XXXX XXXX XXXX due to XXXX. If he had known that they needed that information he would have given them that information. I was so upset because she said that had he told the call center at the time it wouldn't have gone on our report but because he did not they will not remove it.
I was vaccinated and boosted and still ended up with XXXX, XXXX XXXX, and XXXX. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. We have XXXX children and 5 dogs that my husband was trying to balance with the real possibility that I was going to die.
We had a significant reduction in our credit scores because of this reporting. We are trying to refinance our home to use some of the equity because I could not work for several months, and just now I am back to work and working up to full-time. My husband served our country in the XXXX for 30 years and this is how we are treated? If he told them when he called in XX/XX/XXXX they would not have put it on our credit report but since he did not they will not change it. I have a full medical report to go with statement of XXXX and XXXX and XXXX XXXX. I also had XXXX..
|
| 10/15/2019 |
Yes |
- Mortgage
- Other type of mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
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|
Web |
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XX/XX/2019 contacted lender recommended/provided by my current mortgage servicing company to inquire about the FHA Streamline Refinance and decided to apply.
XX/XX/2019 Signed/Returned First Interest Rate Lock Agreement with Freedom Mortgage from 4.50 % to 4 %. Mortgage Processor XXXX XXXX.
XXXX XXXX, 2019 Provided additional information as requested.
XXXX XXXX, 2019 Scheduled call Appointment with XXXX XXXX to finalize documents, at her request for XXXX XXXX, 2019 at XXXX. She never did call so I sent her a text message to see what was going on.
XXXX XXXX, 2019 Email from XXXX XXXX my Mortgage Processor is XXXX XXXX.
XXXX XXXX, 2019 Contacted current mortgage servicing company, XXXX to express my concerns of being handed down from processor to processor and not getting anyone to call/text me status of my refinance request. They connected me with the first person I originally spoke with, XXXX XXXX. When he called me back I told him of my frustrations with the company and for my troubles I now wanted the current listed refinance rate of 3.50 %. After speaking with his supervisor I was granted the 3.50 %.
XXXX XXXX, 2019 Signed/Returned New Interest Rate Lock Agreement - Expires XX/XX/2019.
XXXX XXXX, 2019 Email from XXXX XXXX - My new Mortgage Processor is XXXX XXXX.
XXXX XXXX, 2019 Emailed XXXX XXXX for status of refinance.
XXXX XXXX, 2019 Email from XXXX XXXX - My loan has been reassigned to XXXX XXXX.
XXXX XXXX, 2019 Emailed XXXX XXXX copy of same email sent to XXXX XXXX for status of refinance. No response.
XXXX XXXX, 2019 Called XXXX again for assistance due to Freedom Mortgage not responding to me by phone/text. This time I was told I had to take it up with Freedom Mortgage and called the number they gave me. The receptionist assured me she would get in touch with XXXX XXXX who was currently out of his office ( she further stated we work in the same building ). Paid current Mortgage online.
XXXX XXXX, 2019 contacted HUD about filing a complaint and obtaining a list of approved lenders in my area in hopes of finding a professional and responsive lender to work with so that I can proceed with my streamline refinance XXXX XXXX, 2019 XXXX XXXX ET still no call/text from Freedom Mortgage.
|
| 02/19/2022 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
Me and my wife are having a serious problem with our mortgage company that started in XXXX. We reached out to the Dept. of Veterans Affairs VA Loan Technician and they directed us here. We were acquired by this mortgage company in XXXX and have never had any issues with keeping our account current and maintaining credit scores in the mid 700 's to 800 's until now. To make matters difficult, there are no local offices for us to have face to face contact and their online website does not afford us the ability to review our entire account. For some reason, unknown to us, the mortgage company did not pay our taxes in XXXX for XXXX as they had in previous years. In XXXX, instead of realizing their mistake, they did an escrow analysis that showed we had a surplus and they sent us a refund instead of catching their mistake and paying the taxes. They ended up paying our taxes late in XXXX. I then had to contact them on their error and requested that they release my escrow account. We live in Texas where there is no law requiring an escrow account to be managed by the mortgage company. If they mismanage the escrow account, the consumer can request that the escrow account be released. This has happened to us once before and the escrow account was released. They refused to release the account and stated we owed money that didn't add up. We reviewed our account as far as we could and had questions they could not answer. We continued to make payments in XXXX until they refused to take our payments while disputing the mismanagement of the escrow account. I have continued to make the mortgage payment to myself and ready to pay them the correct amount owed but they refuse to correct a mistake that they created. I paid our XXXX taxes without their assistance. I am not sure what other information I need to submit. Please point us in the right direction so we can resolve this issue. We take great pride in keeping our affairs in order. This is our first and we pray last time we will have to deal with a company that refuses to accept their responsibility for a problem they created. It is very disheartening that a consumer is forced to do business with a company that treats its consumer in the manner in which we have been treated.
|
| 12/08/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
|
|
Web |
Older American, Servicemember |
|
Refinancing a mortgage at Freedom Mortgage XXXX XXXX to lower the rate. I sent all the mortgage information to a loan officer named XXXX XXXX at Freedom Mortgage. He talked to me about the loan so I sent him all the documentation requested. When I didn't hear from him, I tried to call him back and kept getting his voice mail. I didn't get a response when I left messages. When I tried to call for a different loan person they kept transferring me to XXXX because he was shown as working on my loan. I finally had someone that put me through to XXXX and was told he only had a certain amount of time for each loan and so he had to close my loan. I gave up on trying to go through Freedom because I couldn't get a different person to process the loan.
I decided to go through XXXX XXXX. They requested the final payoff and didn't receive it. On XXXX I called Freedom and was told they couldn't see the request from XXXX and I should just request it because it would be faster. I did the request and within seconds of that, the loan person at XXXX said they finally received the document. I cancelled the request and was told the {$30.00} would take a few days to reverse. On the 26th I called Freedom because the {$30.00} charge still hadn't been removed. I was told that the final payoff that XXXX requested was at the bottom of my statements list and I could just call it up and print it. When I told them I couldn't see it they offered to send me a copy and they said it was complimentary especially since I couldn't see it on my list of documents. I said I really didn't need it because all the paperwork was already done for the new loan. They said it wasn't a big deal because it was just a matter of going to my email and no cost involved. When I closed there was a charge from XXXX for {$30.00} for the final payoff. I logged in to Freedom to make sure everything had been paid off on XX/XX/XXXX and found they not only didn't reverse the {$30.00} charge on XXXX XXXX but they also charged me an additional {$30.00} on XXXX XXXX. I wrote to their customer service and they didn't feel it was an issue. If someone can go through their recordings it will show everything I am saying. It is ridiculous to pay 3 times for the same information.
|
| 06/19/2017 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
Older American |
|
I am contacting the CFPB as I know what my mortgage servicing company is doing to me is very unfair and I can only imagine how many other homeowners they are hurting. I had fallen behind on my mortgage payments XX/XX/XXXX after I had a XXXX. This loan servicing was transferred from XXXX to Freedom Mortgage as of XX/XX/XXXX but I had been mailing my payments to the previous company so I didnt even realize I was late. I had quickly applied for a loan modification with Freedom Mortgage to constantly be requesting documents we already sent and confirmed. My modification request was closed out at least 9 times from XX/XX/XXXX through just recently on XX/XX/XXXX. My wife is a contributor as well and the reason we were declined before the HAMP program ended was they stated they could not verify my wifes income taxes. We explained with explanation letters she does not file taxes because she was only receiving XXXX. We were told to send in a new XXXX with he box checked for non-filing, two weeks later, we followup to be told that is not acceptable, they need the other box checked to verify returns. I sent both to be safe. Two weeks later, we were told no, they can not verify my wifes social security number even though we submitted the Social Security award letter and XXXX. Each and every time the review was closed on their end, it was due to a new reason. This most recent review we submitted a complete package on XX/XX/XXXX. I called on XX/XX/XXXX and was told they need the bank statement that was just available on XX/XX/XXXX which I quickly sent on XX/XX/XXXX. Today I called Freedom and was told the review was closed out on XX/XX/XXXX for not receiving the requested bank statement. I always scan and email my documents. To make matters worse, I am unable to drive after the XXXX which left me mostly XXXX with little use of XXXX XXXX of my XXXX so I have to call taxi 's to bring me to pick up bank statements and then to scan to the bank which is going on a few times a month for 25 months now as I started t his process when I was only one month delinquent. I could have been making mortgage payments all these months but they just will never give me a decision. Only play games with a XXXX borrower who is now in foreclosure.
|
| 08/03/2018 |
Yes |
|
- Trouble during payment process
|
|
Web |
|
|
Our loan was sold to Freedom Mortgage. We have a XXXX ( k ) FHA Renovation Loan, because we purchased a historic home that needed a lot of rehab work. Our loan closed in XX/XX/2013.
Our loan documents state that we will pay a monthly mortgage insurance premium until our home reaches 78 percent loan to value of the original purchase price, assuming we paid an up front mortgage insurance premium - which we did do ( our loan documents confirm this ).
Freedom Mortgage requires you to contact them via email to request information about removal of Mortgage Insurance. I emailed them to confirm the process, since we are just a couple of months away from reaching our 78 % loan to value to be eligible to remove the Mortgage Insurance. They responded with a letter with one line telling me that because my loan is a FHA XXXX ( k ) Renovation Loan, the Mortgage Insurance is required to stay on for the life of the loan. I responded with more information, and have now received three letters saying the same thing.
Federal rules changed in XX/XX/2013 such that many new FHA loans DO require Mortgage Insurance for the life of the loan. But our loan closed in XX/XX/2013, and so those new rules do not apply to our Loan.
We have not refinanced. We are nearing the 78 % loan to value and in a few months will be eligible to request that the Mortgage Insurance ( quite costly per month ) be removed, per the conditions of our loan. But Freedom Mortgage is refusing to acknowledge this. I have sent them scanned copies of our loan documentation, information on the changing mortgage insurance rules, etc. They just keep responding with the same information - a one-line response saying the Mortgage Insurance will stay on for the life of the loan, blatantly different from the terms of our loan documentation.
I even confirmed I am right with the loan officer who secured our original mortgage.
When you call their number they provide, the people who answer tell you that they think you are right, but that they have no ability to communicate with the people who send the letters. In fact, they say the department that sends the letters does not even have a phone number.
I am hoping this helps others and helps us to get the issue resolved.
|
| 12/19/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
- Private mortgage insurance (PMI)
|
|
Web |
|
|
We requested removal of PMI once we reached 20 % of the original loan amount paid off in XXXX of XXXX. We received a denial letter stating we had not met the principal required payoff amount, so the cancellation would require an appraisal to base it off of current value instead of the original loan amount. We then made additional payments in XXXX and XXXX to meet the requirements bringing as to more than 22 % paid on the original loan amount instead.
When we requested the PMI removal in XXXX we received this response, " We are unable to honor your request to cancel the PMI for the following reason, an automated valuation model ( AVM ) for the property value is not available at this time. The investor, XXXX XXXX, requires that a valuation be completed to determine eligibility for early PMI removal. '' We are not requesting early PMI removal, we are requesting standard PMI removal once the 22 % paid on the original loan threshold was crossed.
I called and spoke to a customer service representative at Freedom Mortgage ( who's ID # I retained for my records on XX/XX/XXXX at XXXX ). After waiting on hold while she reviewed our account, I was informed that what the response " actually '' meant was they were sending a form for us to complete to request the removal of PMI. Part of this request would include an additional fee of {$150.00} to have a XXXX agent come out and assess the property. Freedom Mortgage stated that because our mortgage is a XXXX XXXX XXXX backed mortgage, which until now was not disclosed to us, that this was mandatory.
What Freedom Mortgage will not explain at this time is why this process is necessary, even though we have met the original loan requirements and filed multiple formal requests. Both the Freedom Mortgage and XXXX XXXX websites outline this process, and Fannie Mae is not able to enforce more restrictions on PMI than standard mortgage lenders. Until now our requests have been denied without follow up, other than telling us of alternative options with the XXXX. The last movement on this process was that Freedom Mortgage stated They would send the form, we would have to return the form with the {$150.00} and they would schedule a XXXX agent to come out and assess the property.
|
| 05/31/2021 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
Servicemember |
|
Today is XX/XX/2121 and my 5th closing date for a VA Streamline refinance, IRRRL, is finally XX/XX/XXXX. with Freedom Mortgage. We had to hire our own attorney to do title work because Freedom Mortgage decided that they wanted to put both the tracts of land under the current mortgage, including a tract of land that was fully paid as security for the mortgage. Because we did not want a fully paid tract of land to be included in the mortgage for the refinance, we had to hire an attorney to do the title work ( keeping in mind that the this property never changed hands and everything should be the same as the current mortgage and title. The 4th closing was cancelled because Freedom Mortgage had the fully paid tract of land, tract XXXX, included in the mortgage and the land where the house sits, tract XXXX was not in the documents! The title work was completed by our attorney and sent to Freedom Mortgage a month ago. Again the delays by Freedom Mortgage are beyond comprehension. This is supposed to be a simple refinance, with no changes other than the interest rate. I continue to pay 4 % on the current loan when we could have completed a refinance with any mortgage company and been paying 2.25 %. I have not applied to another company because rates have gone up and my rate was locked at 2.25 %. I feel like a prisoner in this process that will never end ( and for no good reason ). What is supposed to be a simple refinance, has been in process since the end of 2020, XX/XX/2020. Freedom Mortgages careless regard for their customer is defeating. I am trapped into waiting for refinance because of a rate lock and I continue to wonder if the loan will ever truly close. In the meantime, I continue to pay 1.75 % higher interest every day. Freedom Mortgage should be compensating us the difference for every day that the closing is delayed and there should be additional restitution for all of the stress they continue to cause due to their excessive delays. I want this loan to be closed. Freedom Mortgage should be refinancing the previous loan which included the house and land it sits on and no other land. As a mortgage company, they should know that they can not ask for our other fully paid land to be added to the mortgage.
|
| 05/14/2021 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
|
On or around XX/XX/XXXX I accepted an offer from Freedom Mortgage. The offer was to move my interest from 3.25 % down to 2.375 %. I signed and sent Freedom Mortgage all documents they requested.
On XX/XX/XXXX, XXXX XXXX XXXX my consumer advocate ) emailed me the following " I wanted to update you on your refinance : we are waiting on the subordination and should have another update some time next week. Nothing else is needed from you at this time. If you have any questions, my contact information is below. '' During the month of XXXX, I contacted my other mortgage company to help with the subordination process. XXXX XXXX mention they have a specific process to complete the subordination. XXXX XXXX emailed and faxed the information to Freedom Mortgage to complete the process. On XX/XX/21 I've also emailed Freedom Mortage ( XXXX XXXX the needed documents from XXXX XXXX to complete the subordination.
Around XX/XX/21, XXXX XXXX from Freedom Mortgage contacted me to advise me that my consumer advocate is her going forward. Together, we reviewed my file and the complications that are being experienced.
She was able to see that Freedom Mortgage had gotten all documents from me that are needed, also, that Freedom Mortgage had gotten the contact information from XXXX XXXX BUT Freedom Mortgage have not followed the requested process to complete the subordination.
During this conversation, XXXX mentions that if this loan does not close in XXXX, then the transaction will be voided.
On XX/XX/XXXX, I've spoken with XXXX. She advises me that she is no longer my consumer advocate. She claims that she had limited access to my file. She then transfers me to a regular customer service rep.
The customer service rep shares with me that on XX/XX/XXXX my re-finance was denied because the subordination was not completed.
I feel that this company is making an attempt to NOT close on the loan because I will pay more money to them by keeping the higher interest rate. I think they are purposely making this transaction complicated, confusing and being deceptive.
THEY CALLED ME TO MAKE THE OFFER. THEY APPROVED ME. But now I want to complete the offer, they are trying everything they can to NOT close on this loan.
|
| 07/22/2020 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
|
|
On XX/XX/2019 after experiencing a reduction of income and continued financial hardship from my trucking company, I contacted Freedom Mortgage Corporation located XXXX XXXX XXXX XXXX, XXXX XXXX, NJ XXXX in effort to seek mortgage assistance in the form of a loan modification or any other available relief. I completed the entire hardship packet which included IRS Form 4506-T ( allows us to verify tax return information if necessary ) Borrower ( s ) Financial Report Hardship Letter Brief explanation of reason for the hardship ( such as : illness or job loss ) signed and dated A current year profit and loss statement - signed and dated Checking and savings account statements for the past ( 2 ) months, both personal and business - include all pages Most recent business tax returns that are complete with all schedules and attachments.
Since then I have continued to submit and resubmit the documents repeatedly, soon thereafter, I received notification my loan has been moved to the foreclosure department. I was told verbally in XXXX my loan modification was approved and to await the terms in the mail. After a few weeks of not receiving the packet, I contacted Freedom Mortgage and was advised my loan was NEVER approved nor has it been underwritten yet.
Please assist me as I am in jeopardy of losing my home during this pandemic, Freedom Mortgage Corporation is practicing unfair lending practices in order to facilitate me becoming homeless, they have loss paperwork that I uploaded onto the website, I have had to re-submit documents several times, I have been very cooperative and readily available to speak to the loan processor and underwriters.
I have a right as a homeowner to seek mortgage assistance from my lender when I experience a hardship, prior to this unprecedentedI paid my mortgage in a timely manner. I would like your assistance in procuring a loan modification so I can retain ownership of my home. The staff at Freedom Mortgage Corporation are unwilling to assist borrowers in retaining ownership of their homes, there have been several complaints filed against them due to these predatory lending practices. I would like to remain in my home and I will be able to pay my payments in a timely fashion.
|
| 05/08/2020 |
Yes |
|
|
|
Web |
Servicemember |
|
Good afternoon, I sent my right to cancel in on XX/XX/202 at approx. XXXX XXXX/L to the message center and to XXXX XXXX the following week I received a check from XXXX XXXX XXXX. I began to reach out and find why I received the check and what they wanted me to do with it as I had canceled the refi process. On Monday the XX/XX/XXXX I called Freedom Mortgage and spoke with a XXXX XXXX. I explained my situation to XXXX he informed me that he was reaching out to XXXX and his supervisor and would call be back. On Wednesday XX/XX/XXXX I called Freedom Mortgage and spoke with a XXXX XXXX. I explained my situation to her and informed her who I spoke with she said she was look into it and get with a supervisor and would call be back that day. On Thursday XX/XX/XXXX I called Freedom Mortgage to get a status update and XXXX happened to answer the phone again. We had a discussion as to what was going on and why he didnt call back. I asked to speak with a supervisor and was transferred to XXXX XXXX. I explained to XXXX the situation she said she would call me back within 24hours to give me a timeline I waited approx. 28 hours before I tried to call her back on her direct line, she provided to me when we spoke. The call was not answered I left a voicemail. I received an email from XXXX XXXX on XXXX and approx. XXXX/L had no update on timeline for correction. I called XXXX XXXX direct number on XX/XX/XXXX as I have not heard anything with no answer. I then call the customer service number on the website and ended up getting a phone number for management team. ( XXXX ) XXXX XXXX, the number provided hangs up as I was not provided a state code. I called back after googling a state code and was told I had the wrong department. I was transferred to customer care spoke with XXXX ( XXXX ). XXXX said he sent my information to XXXX XXXX but she was in a meeting. XX/XX/XXXX approx. XXXX/L I have not heard back from anyone at Freedom Mortgage, logged into website no changes indicated there. They have had ample time ( 10 business days since I made them aware 23 days since loan funded after XXXX filed ) to provide a timeline and or correct the problem. No communication initiated by Freedom next step file complaint with CFPB.
|
| 09/22/2016 |
Yes |
|
- Loan modification,collection,foreclosure
|
|
Web |
|
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I am writing this letter to explain my unfortunate set of circumstances that have caused me to become delinquent on my mortgage. I have done everything in my power to make ends meet but unfortunately I have fallen short and would like you to consider working with me to modify my loan. My number one goal is to keep my home and I would really appreciate the opportunity to do that.
The main reason that has caused me to be late is nothing short of my own doing. I had entered into a bankruptcy case last year, due to my divorce and the amount of debt that I was left with but that case was dismissed on XX/XX/2016. The dismissal was on the declaration of the Trustee for failure to make all payments under the plan which I felt was more payment then I could afford. I was also offered a modification trial period with my home mortgage company. I began the trial XX/XX/XXXX and I made my first two trial payments but missed the third payment, which I did not realize ( XX/XX/2016 ). I continued sending payments XX/XX/XXXX and XX/XX/2016. Without me realizing it my car payments on the mustang had not been paid thru the trustee only the house and when the bankruptcy was dismissed they repossed my car, I had to get another car to be able to go to work, taking my income tax and another {$1000.00}, I purchased a used car, which at the time I did n't realize would affect my mortgage payment for XX/XX/2016 making it unable for me to make. I never received any word from my mortgage company that I had defaulted on the trial modification, until I had taped to my door a foreclosure sale set for XX/XX/2016. At that time my only option was to file bankruptcy again, this time my trustee payments are over {$2600.00}, I can not afford those types of payments. It is my full intention to pay what I owe, but at this time I have exhausted all of my resources so I am turning to you for help.
My situation has gotten better because I can afford my car payment and mortgage payment with my income from my full time job and I feel that a loan modification would benefit us both. I would appreciate it you can work with me to lower my delinquent amount owed and or payment so I can keep my home and also afford to make amends with your firm.
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| 10/17/2019 |
Yes |
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Web |
Servicemember |
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I started a refinancing process on XX/XX/2019 with Freedom Mortgage. This company is also my mortgage. I have been on time with payments for more than a year. I was told by XXXX XXXX that it was going to be smooth process since I have my mortgage with them. In this process I was told by XXXX not to worry to pay the house for the month of XX/XX/XXXX and XX/XX/2019. Which it was convenient to invest for some things on the house. On the closing appointment the representative did not show up and I called them and they said that I need to make XX/XX/XXXX payment and I explain to them regarding the email that I was told not to pay XX/XX/XXXX and plus I have invested the money already and that issue will cause to make my payment late, so they gave me to XX/XX/XXXX to complete XX/XX/XXXXpayment and any fees so I try many attemps to communicate with XXXX or any other person to help me understand all the confusion that they are putting me through why so many changes and why was not even told anything about any changes.Even though I did made my XX/XX/XXXX payment on XX/XX/XXXX and I send emails to let them know that I was ready to schedule the closing appointment again. So I was early 1 week prior to the deadline and when I call Freedom tells me that my refinancing is close and they could not do anything about it I explain to the person that I have a letter that states deadline is XX/XX/XXXX and why do they close it way before the deadline .Daniel refuse to take any of my calls and responding to my emails and I try to speak to a supervisor as well very unprofessional never return my email or a phone call. I need it to get my payment lower ..so I can afford my childrens house and all since XX/XX/XXXX I was lied and nothing was done I did everything I was ask to do so I am very confused and upset to why Freedom mortgage did this to me. I have been a good costumer all this time and now I am very disappointed with this refinancing process. This process got me to get behind in my mortgage for XX/XX/XXXX and XX/XX/XXXX because I have put my trust in them. I do feel ignored and discriminated and very disappointing with their honesty. Freedom Mortgage did not follow the Department of Housing refinancing guidelines.
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| 11/30/2023 |
Yes |
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- Trouble during payment process
- Escrow, taxes, or insurance
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Web |
Older American, Servicemember |
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My mortgage was purchased in XX/XX/XXXX. In XX/XX/XXXX I received notice that my mortgage was increasing by 17 % due to lack of sufficient funds in my Escrow account. However, I have been paying the mortgage since I purchase my XXXX in XXXX to the present with no problems. I was told that the increase of {$230.00} per month was due to an increase in insurance and property taxes. I checked and learned that my insurance increased by {$140.00} for the entire year and my property taxes increased by {$7.00} for the entire year. Therefore, I do not see a reason to pay an additional {$230.00} per month.
Since there is no law requiring that a VA loan have an Escrow account ( even though they tried to tell me it was required ), I asked XXXX to bill me for the property insurance from now on. I also went online and paid the first installment of the property taxes. I sent confirmation of payment of my property taxes to the mortgage company, but they went ahead and made an additional payment of the property taxes. Before that happened, I had pulled together enough money to pay off the negative amount of my Escrow account. I then told them that I do not want my property taxes or insurance in Escrow, but by paying the second part of the property taxes, they put my Escrow account back in the negative. It appeared that they would not release me from Escrow. I have since learned that my Escrow is now in the black to the tune of {$440.00}. Everything is now paid, therefore, they should release me from Escrow and recalculate my mortgage payment to reflect only the loan amount at the 3.25 % interest rate.
Finally, I had just broken my leg at the beginning of XXXX, and so I did loose track of the mortgage payment for one month. When I talked to them, they were definitely not easy to deal with and told me that the only way they could help me was if I would refinance ''. Refinancing would take my interest rate from 3.25 % to approximately 8.5 %. This increase in interest would not decrease my payments and does not make sense when I am unable to work for only 3 months, until the first or second week of XXXX. I can not believe they do not keep better records, and especially that they would treat a veteran like this.
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| 03/07/2023 |
Yes |
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- Struggling to pay mortgage
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Web |
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In XX/XX/XXXX my roommate and I contacted Freedom Mortgage about completing an assumption because she was moving out. We are both owners of the loan and she wanted her name to be removed. They ignored us for two months and then told us to contact them by email with a request. When someone finally called us in late XXXX, XXXX they told us what to do, and we did it. We didn't hear anything back from them and on XX/XX/XXXX, we sent in a request to start a forbearance. When I asked again about the assumption process I was told that since I requested a forbearance I could no longer assume the loan and once the forbearance end we can start the process. Every time we called we were told something different. We got approved for forbearance in XXXX, XXXX and we were set to come out in XX/XX/XXXX. We did exactly that and the balance at the time was {$10000.00}. We received a letter on XXXX from the underwriter and nothing after that. I called Freedom Mortgage at least XXXX times a month and sent emails because we didn't receive paperwork about coming out of forbearance. In XX/XX/XXXX the balance was now XXXX, after multiple attempts to get answers we were told that the underwriter messed up some numbers and that our paperwork had to be redone. ( which meant no assumption ) We finally received our paperwork on XX/XX/XXXX and the balance was so high because of THEIR mistake that we were forced into a modification. We now have a deferred balance of XXXX. The company the balance went to in Oklahoma is a company that doesn't answer the phone or emails and has no website. I was approved for funding on XXXX XXXX by the Texas Homeowner assistance program they called Freedom mortgage a couple of times and they never sent the proper information and never responded to me or THAP and untimely I got denied for their lack of response and was forced to pay into the only option which was a modification for XXXX. I've tried everything to achieve an assumption and each time it was always something. I asked about paying the XXXX balance because that was the original end date and I keep getting told that I can't do that. They aren't doing anything to help me and all I'm asking is to have something that's already mine.
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| 01/27/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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XX/XX/XXXX Started application for refinancing home loan with current lender, Freedom Mortgage, to lower interest rate.I turned in all the necessary documents requested.
Spoke with XXXX XXXX XXXX XX/XX/XXXX : Was told that lender officially accepted the application has started processing loan. Was told that will be closing late XXXX or early XXXX.
XX/XX/XXXX : Was told that I was assigned to XXXX XXXX, customer advocate to assist with the processing and would be the contact person. XXXX.
XXXX : Turned in all documents requested promptly including Quit Claim Deed and divorce decree.
XX/XX/XXXX : Upon inquiry was told that no document is needed.
XX/XX/XXXX : Was told that I need to turn in again signed Divorce Decree for title review.
XX/XX/XXXX : I found out that XXXX XXXX has not provided Title Department of updated Quit Claim and Divorce Decree. I turned it in myself to Title.
XX/XX/XXXX : By this time, it was more than 45 days since initial loan application. Was told that they need home insurance info but I told them that I am using current insurance and they have information available at their escrow dept.
XX/XX/XXXX : I provided insurance contact information to speed up processing.
XX/XX/XXXX : Was told I need to provide most current bank statement which I have provided on the same date.
XX/XX/XXXX : I was told by XXXX XXXX that he has turned in file to underwriting for final approval. I thought it was already with underwriting since XXXX and they were just awaiting supplemental documents. There is still no information when the loan would close.
My concern is that Freedom Mortgage has been hold on with refinancing so that I would continue to pay monthly mortgage at a higher interest rate. By using the current lender for refinancing, I would think that they have all the information they needed except for supplemental documents which I have turned in and don't see any reason why the loan has not been closed yet. I felt it is predatory to kept me waiting when this is a simple refinancing application. I am hoping you would assist and advocate on my behalf. Thank you.
XXXX XXXX XXXX XXXX Lender : Freedom Mortgage Account Number XXXX Property : XXXX XXXX XXXX XXXX XXXX, CA XXXX
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| 03/31/2023 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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Freedom Mortgage company wrongly foreclosed on my home on XX/XX/XXXX, sold my home, took me to court and had me evicted in XX/XX/XXXX. While on appeal Freedom Mortgage recinded the foreclosure and put the ded back in my name on XX/XX/XXXX. After great expense on my part to prove it shouldn't have happened. Now Freedom Mortgage has called me on XXXX XXXX at XXXX promising to resolve the situation to get my home back in right standing due to the fact my loan modification application was never processed from XX/XX/XXXX. I was told by Freedom Mortgage that she would be speaking to their attorney and she would call me back ( XXXX ID # XXXX ). No call was returned I called on XX/XX/XXXX XXXX and was told they were going to look into it no return phone call. All the while Freedom Mortgage still has my eviction in appeals court. So I myself am tracking down their XXXX attorony trying to get him to drop the appeals case due to the recission because Freedom Mortage didnt notify them which I finally got done on XX/XX/XXXX and dealing with the second attorney to complete the recission. Then on the same day receiving the new foreclosure document on the same day. Worried about being escorted from my home all while this company keeps saying what they are going to do but to no avail its doesnt get done. Now here it is XX/XX/XXXX Freedom Mortgage files to foreclose on my home again. No one at this company has reached out to rectify this situation since we first started this issue in XX/XX/XXXX. They refiled the foreclosure with no ceritifed mailings for default or intent to accelerate loan. The recission was to put me back in status before the forclosure which means they need to go back to XXXX when they were ignoring my loan modification application while telling me in XXXX they had all the paperwork and I was waiting on a response, all the time foreclosing on my property. How does a mortgage company have the right or the buisness practice to operate in this manner. This feels like a grift and it is pressing on me as a home owner. I wouldnt recommend this company to anyone. Due to the stress mismangement, poor communication and pratices Freedom Mortage really needs to handle this situation in my favor.
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| 03/16/2023 |
Yes |
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- Trouble during payment process
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Web |
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Freedom Mortgage recently bought my mortgage from another company and I have had no past issues. In XXXX I attempted to pay my mortgage for XXXX. Apparently I typed a number in wrong and the payment was reversed. So the week of XXXX XXXX I submitted another payment for XXXX which cleared my partner 's checking account. I have bank statements that demonstrate this.
In the first week of XXXX I had attempted to make an payment and again they said there was an account number discrepancy and payment reversal for XXXX. Additionally, suddenly they said on XX/XX/XXXX the payments for XXXX and XXXX were reversed. Mind you my payment for XXXX had already cleared my account a month ago. They both added a {$78.00} fee and said my account was delinquent. Both of which are false because again I have a bank statement showing a cleared XXXX payment. This was never reflected on my payment and interest history tab on the Freedom Mortgage website.
By this time I was beginning to doubt Freedom Mortgage 's online payment system for good reason. I called in my mortgage payment via phone directly to freedom mortgage. ( I recorded all of the calls ). The payment cleared.
I have a number of recorded calls, bank statements, and emails that verify what I am saying. When I emailed Freedom Mortgage they said my XXXX account never cleared ( again frustrating because it is untrue ) and then suddenly said a payment of double my mortgage cleared in XXXX. This is just a blatant falsehood. There is a bank statement with a cleared payment in XXXX ( for XXXX ) and a bank statement with a cleared payment in XXXX ( for XXXX ). The email was a lie based on bank documents. They attempted to call me delinquent and I still have not received a refund of the late charge of {$77.00} or {$78.00} they took after my payment had already cleared my bank.
It is a nightmare to deal with. When you send them your bank statement they refuse to correct your payment history. They reply with false statements about when you paid. It is maddening, because I can prove they are untrue. This company is at worst dealing in deliberate bad faith with customers and at best a completely incompetent mess. Avoid this company if you have the choice.
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| 12/02/2021 |
Yes |
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- Trouble during payment process
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Web |
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I have been having so many issues with Freedom Mortgage company since they purchased my mortgage. I have been a homeowner for over 6 years and I have never missed a mortgage payment nor have I been late on any payment. Due to the ongoing issues with Freedom Mortgage, I refinanced my mortgage from Freedom Mortgage company and is due to receive an escrow refund. On XX/XX/XXXX, I requested that my refund be mailed to me and the company collected my bank account and routing information stating that my refund will be deposited on XX/XX/XXXX. I called back on XX/XX/XXXX because the funds were not deposited to my account and I was told that it would be deposited on XX/XX/XXXX. I then called back on XX/XX/XXXX after not receiving my refund and I was told that the money will be deposited on XX/XX/XXXX. It is now XX/XX/XXXX and I have not yet received my escrow refund.
None of the representatives at Freedom Mortgage have been able to provide justification as to why the date keeps getting pushed back, neither can they provide a date of when I should be receiving my money. Every time I call, the response I've gotten was that they will submit a request to have my money refunded. I don't know why it is so difficult to refund 'my ' money back to my account. This has caused a lot of XXXX XXXX XXXX XXXX on me, including my monthly bills being past due.
I have been escalated to multiple escalation managers who have 'assured ' me that they have submitted a rush on the processing of my refund. I have also been told that I would receive a call back and has not yet received it. Every time I call Freedom Mortgage, I am being told that a new ticket has been opened with an expected completion date that is usually 2 weeks out. I called in again, now 5 weeks after my initial contact, to be told by an escalation manager that all the previous representatives have been entering the incorrect code which is why my refund has not been processed. With all the detailed notes that I have provided, including the required legal documents, how can 7+ representatives and managers all input the incorrect information? At this point, I am unsure if Freedom Mortgage is a legit mortgage company that will be refunding my money.
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| 07/14/2019 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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Based on past complaints this Freedom Mortgage has not been able to correct its predatory lending behaviors.
1. ) XX/XX/XXXX Freedom Mortgage was notified in writing that out home was 100 % tax exempted and we asked the tax in escrow to stop being held. By Illinois state law from XXXX, XXXX XXXX ( S.B 1427 ). Freedom Mortgage did not comply with this law until XXXX of XXXX. * XX/XX/XXXX.
A. ) The only corrected it from XX/XX/XXXX not XX/XX/XXXX, this issue is still outstanding.
2. ) XX/XX/XXXX In speaking with Freedom Mortgage I was made aware of a unknown to the homeowners a Insurance policy from XXXX XXXX. *XX/XX/XXXX I called XXXX XXXX to find out about this additional above and beyond the insurance I already had. I was told by XXXX XXXX on XX/XX/XXXX that no such policy exists and has not existed. *XX/XX/XXXX I called back Freedom Mortgage and spoke to XXXX in the Insurance department where on their own recorded call. Confirmed that they had been collecting on this fraudulent policy, that they had in house paperwork showing that this policy had been cancelled from XX/XX/XXXX on a document she ( XX/XX/XXXX ) had received in XX/XX/XXXX. XXXX also went on to verbally confirm the company knowingly continued to take demand the monies to go into escrow for a non existing policy. XXXX also stated very clearly that they would continue to demand the funds irregardless of insurance policy or not.
A. ) Freedom Mortgage force placed a {$1900.00} insurance policy to cover for the time that the did not actually have the fraudulent insurance they placed on the house. I was told by XXXX who is a special associate that this would not be the case that they would assume the cost since it was their mistake. I will be sending formal complaints to Illinois Division of Insurance Licensing with a request that this company be barred from working in the state.
B. ) We are working with a lawyer provided by the VA to help us if this is not resolved within 30 days C. ) All Insurance and late fees because of this need to be removed since they are trying to collect on a fraudulent DEBT.
This company has a history of not following Federal and State mandated laws in regards to fair housing and mortgages.
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| 07/29/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
Older American, Servicemember |
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On XX/XX/XXXX Freedom Mortgage listed my account as being delinquent and threatened me with foreclosure, Freedom sent me documentation stating as such.
However I have NEVER been late on my Mortgage payments. So on XX/XX/XXXX, I called and spoke with a Freedom Mortgage Account Representative named XXXX, and XXXX and I discussed my situation. XXXX admitted that Freedom Mortgage made a mistake. XXXX promised me that she would correct the issue with my Credit report as it was being negatively effected by Freedom Mortgage 's INCORRECT listing of my mortgage payments. After further consideration I realized that Freedom Mortgage 's inaccurate account of my mortgage account has negatively effected my credit report. So I called in again and spoke with XXXX, a supervisor on XX/XX/XXXX and she informed me that it takes approximately 10 days for my credit profile to be updated with the correct information. However, it was never updated. On XX/XX/XXXX I spoke with XXXX of Freedom Mortgage and he transferred me to XXXX, employee number XXXX who promised me that he would rectify my credit stating that I have never been late which would restore my credit scores. However as of today, XX/XX/XXXX this situation has not been rectified. Due to this, my XXXX XXXX has increased, my home owners has increased and my anxiety level has increased due to me having to pay more due to a mistake made by FREEDOM MORTGAGE. If FREEDOM MORTGAGE would have never made the mistake, then my credit scores would have never been negatively effected. As promised by XXXX, I was to receive a follow-up letter from Freedom Mortgage stating that the discrepancy was a result of Freedom Mortgage and that any and all negative information put out by FREEDOM MORTGAGE would be corrected by FREEDOM MORTGAGE and any and all negative information created by FREEDOM MORTGAGE would be corrected ergo Mr. XXXX XXXX would not suffer from adverse information that was put into circulation by FREEDOM MORTGAGE. A letter that was provided, XX/XX/XXXX was not sufficient as it did not correct the discrepancy nor did it rectify the damage that was already created by the initial discrepancy.
Please assist me in rectifying this issue. Thank you!!!
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| 10/25/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Hello, This is re : Loan XXXX. My account is current. Supporting files are attached to this complaint.
I scheduled a mortgage payment for XX/XX/XXXX through Freedom Mortgage 's website for {$1000.00} which has been withdrawn from my bank account. I also scheduled through my bank an additional payment onXX/XX/XXXXfor {$160.00} to be applied to principal which was also been withdrawn from my bank account. However, it looks like these payments were misapplied & Freedom Mortgage has no good explanation for why. The mortgage payment of {$1000.00} was scheduled + {$160.00} through my bank with a note that it be applied to the principal. The total should be {$1200.00}.
However, I saved screen shots from Freedom Mortgage that show that {$860.00} is the mortgage amount that was received ( less than the {$1000.00} that I scheduled ), but that {$160.00} was applied to principal.
If I read their information correctly, I do not want Freedom Mortgage to miscalculate my payments or attempt to make me delinquent. So I asked them to correct this error and explain why they adjusted my payments to reflect as such, when it appears that they misapplied or redirected my scheduled payments without my authorization.
I spoke with Freedom Mortgage three times this morning as a final attempt to resolve after, spoke to XXXX different representatives, with no satisfactory resolution -- this was a follow up to me submitting an inquiry about my account via their online automated system on Monday, XX/XX/XXXX. I was told today that a response can take up to " 30 days '' which is a problem for me naturally, since that 's when it seems that a bank will begin considering payments to be delinquent. I allowed until Wednesday, XX/XX/XXXX for a response but Freedom Mortgage has unfortunately not been very responsive to me and has caused me more difficulties and trouble than they need to.
I am concerned that because they were so unresponsive again in this instance, I will have a recurring problem each time I try to pay my mortgage, resulting in Freedom Mortgage arbitrarily deciding where the money that I responsibly pay towards my mortgage will go as it benefits Freedom Mortgage rather than me, the consumer.
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| 11/15/2022 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
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XX/XX/XXXX I applied for the COVID19 Mortgage Relief on my property at XXXX XXXX XXXX XXXX XXXX, LA XXXX. XX/XX/XXXX was my first attempt to consolidate the missed payments and get back to my regular mortgage. XX/XX/XXXX I was told the paperwork was submitted to late ( based on the notary timeline I received from the company ). I was informed I needed to pay my payments for 6 months and apply again. I did so and in XX/XX/XXXX I submitted the paperwork again. This time we ( myself and my wife signature are required ) used a local notary. The signatures did not meet the underwriters standard so they did not approve. The documents were resent to me however at this time I was mobilized to XXXX XXXX, Texas. XX/XX/XXXX the company assured me they could send the documents to both myself and my wife in different locations. I have signed the documents in XXXX XXXX multiple times however I was told the underwriters did not send me the right paperwork and they have yet to arrange for the notary to come to my wife in Louisiana. We do not want to risk a local notary unexperienced with their needs because of the last time. I have asked multiple times for a supervisor or an underwriter to contact me. None have done so. I have fallen further behind in my payments because once the notary 's have a set amount on the paperwork they don't want you paying any payments for roughly two months. This has happened to me three times equaling five months of payments Multiple level 1 customer service agents call daily promising to assist with the problem but none have helped. As of XXXX XXXX an customer service agent reached out to tell me I had to start the process all over again to include submitting paperwork that was never required. The agent then advised me to take my wife 's name off the title of my home to make the process easier. I felt that was not his place nor his area of expertise to advise me in such a way. The individual did not read the notes on my account to understand my specific situation and continued to explain to me why this was my fault for basically being a XXXX XXXX. When asked if a XXXX could call me back I was told " good luck ''. I am still waiting for a XXXX to return my call.
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| 12/08/2020 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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Freedom Mortgage I called Freedom Mortgage on XX/XX/XXXX regarding why my mortgage increased because it doubled from last year. I'm not happy and I don't want my credit affected. I Spoke with XXXX and XXXX they request an investigation on why my mortgage increase from {$890.00} to {$1700.00} they said because my taxes has increased in the year XXXX. I told them that was insane how can it increase so much and cause a escrow shortage in the amount of XXXX They both saw mistakes that Freedom Mortgage paid township taxes and I don't live in a township and they paid some other taxes twice. I was told by XXXX ( male ) that someone should get back to me on XX/XX/XXXX. I called on XX/XX/XXXX spoke with XXXX id # XXXX supervisor he gave me the run around and said I'm responsible and I have to pay the monthly mortgage in the {$17000.00} due to their mistake by overpaying and mismanaging the mortgage payments I paid faithfully on time. Freedom Mortgage mismanaged my monthly mortgage payment in which they overpaid and cause my escrow account shortage in the amount of {$6800.00}. They overpaid and they paid Township Taxes twice which I'm confused, because I do not live in a township. Freedom Mortgage over paid in the of $ XXXXin taxes in XXXX and now trying to squeeze me for their mistake. Please see attachments ( letter & escrow disclosure statement ) I sent email message on XX/XX/XXXX and another message on XX/XX/XXXX through Freedom Mortgage Message Center no response. I called XX/XX/XXXX Spoke with XXXX id # XXXX she said she see a note that we should be getting a completion notice by the XX/XX/XXXX that it was sent to a Department that handles issues. As of today we have not received a update or response from Freedom Mortgage. I ask her is there anyone I can email my concerns like a manager she said no Freedom Mortgage Message Center is the only way. I just don't understand how can Freedom Mortgage overpay on taxes and try to scam/squeeze for their mistake they need to fix, recalculate and rectify this terrible mistake. I did call my Local Tax and County Taxes and they said there is no way my taxes would have increased that much. I Thank you kindly CFPB on reviewing my complaint.
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| 12/04/2021 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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On XX/XX/2021 our property tax is due and as payments need to be received by XX/XX/2021 at the XXXX XXXX department in order to have no additional fees as well, have no late status on our account. Last year the mortgage company didn't pay our property taxes and we ended up having late fees assessed and were threatened with our home being taken unless taxes were paid. Taxes were paid out of our own personal account even though in our mortgage contract it states escrow would be used for property taxes and homeowners insurance. After contacting the company we were told they would refund our full amount ( full amount was never received due to some mix up in our escrow, as well something we were never advised of until an escrow analysis was preformed in roughly XXXX of 2021 ) and this wouldn't happen again the following year. Guess what? It is now XX/XX/2021 and property taxes are showing not paid. According to my payments, it does show an amount of {$850.00} being taken out of escrow on XX/XX/2021 and this states tax disbursement. It is now XX/XX/2021 and as stated above nothing has been received by the XXXX XXXX tax assessor. Taxes are due no later than XX/XX/2021 in order to not receive late fees however the date show on the tax assessor website show due date of XX/XX/2021. This is beyond frustrating as this seems to be a habit with this company and they seem to have an inability to correctly pay something on time. Lastly, I did send an email stating my concern and the response stated that the money was taken out of my escrow and paid on XX/XX/2021. However, I was also told if a delinquent notice is sent to me, I should send it to the mortgage company. Seriously? Because of their inability to pay last year we did receive multiple delinquent notices, and notices we noted to this company over and over again until it came to a point payment had to come from our own account. The company claims they sent a fed ex payment close to the time we paid the amount from our own money however IF any payment was mailed it was too late as we were close to having our home sold at auction due to how overdue the property taxes were and all due to this mortgage company NOT making the payment.
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| 04/29/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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Web |
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Be Advised This is my XXXX attempt to fix this issue with Freedom Mortgage. In your correspondence dated XX/XX/22, you stated that you needed 30 days to review this matter. Maybe there is some miscommunication happening. I have given your company responsible amount of time to handle this situation. It is clear that you rather ignore my complaint against you and stall.
I noticed some late payments posted on my consumer report.
Freedom Mortgage Account XXXX XXXX Freedom Mortgage is in clear violation of the law. Pursuant 15 USC 1681a 2 ( A ) ( i ) EXCLUSIONS- Except as provided in paragraph ( 3 ), the term consumer report does not include ( A ) subject to section 1681s3 of this title, any ( i ) report containing information solely as to transactions or experiences between the consumer and the person making the report ; THE LAW CLEARLY STATES : Transactions between the consumer ( XXXX ) XXXX XXXX and the person Freedom Mortgage is making the report is not INCLUDED on my Consumer report!
A Late payment is a transactional history, My HISTORY with your company and XXXX clearly states that the reporting of Transactions or experiences between the CONSUMER and the PERSON making the report is not included on the consumer reports YOU HAVE VIOLATED THE FCRA 15USC 1681a 2Ai by reporting this transaction or experience on my consumer which CONGRESS clearly states IS NOT included on my CONSUMER REPORTS.
Furthermore, under the Truth and Lending Act 15 USC 1666b, A creditor may not treat a payment on a credit card account under an open end consumer credit plan as late for any purpose.
According to TILA a credit card is defined as 15 USC 1602 ( l ) The term credit card means any card, plate, coupon book or other credit device existing for the purpose of obtaining money, property, labor, or services on credit.
So, if XXXX is saying a Creditor may not treat a payment on a credit card my line of credit extend ( mortgage ) by means of my drivers license as late then how are you ( Freedom Mortgage ) reporting any late payments, that are being reflected onto my consumer report.
I demand you delete this from all consumer reporting agencies immediately.
XXXX XXXX mail Tracking # XXXX
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| 02/11/2020 |
Yes |
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- Struggling to pay mortgage
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Web |
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I initially reached out to the DBO because we were seeking assistance with modifying our home, as we had not yet be asked or given any chance. In our initial email to Freedom Mortgage, and per their direction on their website and MAA package, we were to email them at " XXXX '' on XX/XX/XXXX. Within that email, I outlined exactly what was attached to the email : Financial Statement, Verification of Hardship ( Letter ), Signed 4506-T Form, Proof of household income : ( pay-stubs for the last 30 days, and IRS tax returns ), Bank Account Statements - 2 most recent, and an Authorization from our BK Attorney, so that they may contact us directly. Upon sending that email, we received an email confirmation. We later received a letter from Freedom Mortgage requesting a Hardship letter and a copy of our XXXX tax returns. Within that letter, they requested that the information be sent to them no later than XX/XX/XXXX. Please note, this information was sent to Freedom Mortgage on XX/XX/XXXX, via email. Of which, we received another email confirmation back from them. Today ( XXXX XXXX, 2020 ), we received a letter from Freedom Mortgage dated XX/XX/XXXX, indicating they have " ... closed our review ... because they did not receive ... " Properly Executed IRS Form : 4506-T and Documentation to Support Hardship. '' Please note that the 4506-T Form provided was what I downloaded from their website. At no time did anyone contact us or provide us with any information indicating what is not " proper '' about it? You would think we would be given a chance to correct it, assuming it's not accurate? Additionally, at no time did we get asked to provide " Proof of Hardship. '' We were only asked to provide a hardship letter. Shouldn't that have been something they should have said from the start? Instead, they decided to close out our review and not give us any chance at all. This again shows that they are not trying to help us, as customers retain our home. Please note that I do not have any messages or calls from any, either. Which, I provided them proof of authorization from our Bankruptcy Attorney, so I'm not sure why we didn't receive a phone call or a letter with these specific requests?
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| 06/14/2019 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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I received a letter from Freedom Mortgage company ( who is servicing my home loan ) on XX/XX/19 basically telling me that they had completed an escrow evaluation and that I owed them {$2300.00} by XX/XX/XXXX and that my Mortgage payment of {$1600.00} would be increasing to {$2100.00} effective on XX/XX/19. I immediately called the Escrow department and we walked through the escrow payments out and money in over the year that I have owned the house. My initial thought was that my property value had been reassessed but my current tax bill is {$2500.00} per year and this would now be a {$4000.00} increase per year. What Freedom discovered was that they made a payment to a county back in XXXX ( XXXX Co. ) that I do not live in on a house that I do not own. This money was sent back by XXXX County in XXXX and noted as " already paid ''. Once sent back from XXXX County, no internal questions were raised as to why it was sent in the first place. Freedom then sent {$2000.00} back to XXXX County on XX/XX/XXXX and after my escrow account went negative, they sent me the letter stated above. Now I am being told by Freedom 's tax department that until XXXX County send back the {$2000.00} to Freedom, that my escrow account will show negative and a new evaluation can not be performed as it would give the same result. I have until XXXX to rectify the negative balance and make the increased payment and once the money comes back from XXXX County, they will do a new evaluation and if there is an overage ( which there obviously would be ) I would be refunded the overage and my payment would be adjusted back to the proper amount. I asked to speak to a supervisor and was told that I could be transferred to a customer service representative which basically said that the tax department handles these matters and they have TOLD me how it would be handled. I sent a letter ( e-mail ) to the customer support address on Freedom Mortgage 's website this morning and received a form letter response that they would not engage my issue through e-mail but instead would send me a letter by US mail with their response. With the timing of this being critical, I was hoping to have this resolved by XX/XX/19.
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| 09/29/2022 |
Yes |
- Mortgage
- Other type of mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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|
Web |
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On XX/XX/XXXX we were approved for a forbearance plan due to covid-19.
XX/XX/XXXX we were approved for covid-19 Advanced loan modification which had the interest rate of 3.125 %.
We accepted the offer over the phone and they told us to wait for XXXX to deliver the paperwork for us to sign and said it would take 30 to 45 days to come, but it never came and so we called numerous times to see when the paperwork would come and they kept telling us it's still coming and don't worry and they even told us don't make any payments until you've signed the paperwork.
Finally in XX/XX/XXXX we found out that they were not going to send the paperwork for the deal we agreed to back in XXXX and this is after we called many times to find out and they kept telling us that they are very busy but we will get the paperwork. So XX/XX/XXXX they submitted the underwriting decision letter on the website but by that time we were leaving for a trip which would take us out of the country for 2 months in XXXX. And I found out that they gave us the letter by calling again because they had previously assured us that we would get the paperwork before we leave on our trip. Now in the XX/XX/XXXX underwriting letter the interest went to 5.75 % which increased our payments from the previous agreement. But because we were out of the country now they said they had to do another decision letter and we ended up with 6.375 % with a 40-year mortgage and this is what we ended up with when previously we only had 18 years left to pay. So the complaint is that from XXXX all the way to XXXX they were not able to handle this properly and give us that 3.125 % which we agreed to, when every time we called they gave us wrong information saying that the paperwork is still coming and their delay, and it seemed maybe incompetence at the time, has now left us with a much higher interest rate and a 40 year mortgage. And so we would like to see is there a way that they can Rectify this problem because I've spoken with them numerous times about this problem and all they can say is that they're sorry we went through that but there's no fixing of the amounts to show the original agreement we agreed to. Thank you very much
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| 08/19/2019 |
Yes |
- Mortgage
- Other type of mortgage
|
- Trouble during payment process
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Web |
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I was behind on my mortgage after having a baby. I was owed an escrow check from Freedom Mortgage for XXXX. They informed me once I was current on my mortgage that the check would be issued. I get paid once monthly and recieved my check XXXX XXXX. I called Freedom Mortgage and got current on my payments through the end of XXXX, which took my entire paycheck. I inquired about my escrow check and informed them that since my mortgage was current, I'd like my escrow check to be sent to me. The woman that I spoke with said it would be mailed. I called Freedom Mortgage on XXXX XXXX to inquire about the escrow check as it hadn't arrived yet. I was informed that the woman I spoke with on XXXX XXXX didn't put a ticket in to have the check cut and mailed to me. I then asked to speak to a manager. I spoke with an individual named XXXX. XXXX informed me that due to their error, they would escalate the process so the check would come sooner. He wouldn't give a date, but just said sooner. The check had not yet arrived on XXXX XXXX, so I called again and asked to speak with XXXX. I instead spoke with a representative that informed me the check wasn't due to arrive unil XXXX XXXX which was completely unacceptable. I asked to speak with a manager. I spoke with XXXX (ID XXXX, ext. XXXX) and shared my frustrations with him. I informed him I would like the check overnighted due to their incompetence. XXXX said he was able to get the check overnighted, and according to call notes, it was overnighted on Thursday XXXX XXXX, 2019. As the word overnight implies, I expected the check Friday. It didn't arrive. It also didn't arrive Saturday, so I called again. I was told a manager wasn't available. I asked for a tracking number for the shipment. If it was truly overnighted, there would be a tracking number. The representative I spoke with was unable to provide me with one and said she would work on getting a manager to speak with me. She informed me that overnight means 3 to 4 business days. I'm no scholar, but overnight means just that, over night. I never heard back from a a manager. I called again today to inquire about the check. XXXX was unavailable. The check still hasn't arrived.
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| 12/08/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
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|
Web |
Older American, Servicemember |
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In XXXX of 2021, I went into this companies web Site and made a regular monthly mortgage payment plus an additional principal payment as I had done the months before. In XXXX I went into their Web site and discovered that only the additional principal payment had been taken from my bank account. In that same month I received a refund check from the mortgage company. I was confused. I contacted the company. They removed the late charge, I made the regular payment amount which made the payment current and then a couple of days later I made the payment for the current month also. So both months were current as soon as the problem was discovered.
We had not had this account for very long and the company had stated that our payment was going to be changing so I had not set up automatic payment at this time. When I realized what had happened I contacted the company right away, I was told I received an email. I had not. I had not even had the opportunity to balance my check book to see that the full amount had not been taken out of my bank account. I sent a dispute to the company and got a reply that all payments were current. I assumed they had adjusted my credit score. I was wrong. We just went to apply for a new loan and were told because of this one payment showing 30 days past due I was going to have to pay a large down payment and would be getting a larger than expected interest rate.
I was shocked. I have never missed a mortgage payment. I could not beleive that because of some glitch in the payment window, that would allow me to make an added payment amount without making the regular payment, could even happen without some kind of a warning, would cost me this amount of grief. When we signed on this new VA loan we were told we could not make a partial payment, well, who would have thought their web site would even accept a {$45.00} payment, the web site took the payment and stuck it into a suspense file, no warning or anything. As I stated, had I received a warning, at that point, I would have been able to correct the problem, but their web site took a lower than minimum payment, apparently, or there was some kind of a glitch in the transmission of the payment.
|
| 01/03/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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We initially contacted Freedom Mortgage ( Spring XX/XX/XXXX ) to drop our PMI when our LTV was at 80 %. We were told since our loan was less than two years old, we will need to get an appraisal to determine if the value of the home had changed. After the apraisal ( {$600.00} ), we got a letter a week later stating that in order to drop PMI we have to be at a LTV of 75 %. ( btw, we've never been late for a payment ). We did learn that some mortgage companies do require a 75 % LTV, so we brushed it off as a standard practice and kept making payments ( even though we did feel a bit misguided by Freedom Mortgage ).
We finally hit 75 % LTV earlier last year ( Spring XX/XX/XXXX ) and once again, submitted a written request for our PMI to be removed. They sent a letter stating we were not at the correct LTV to drop PMI and that the last appraisal was only good for 6 months and we need to pay for another one. We were told once the loan hits a 75 % LTV, the PMI will automatically get dropped. However, if Freedom Mortgage had done this, I would not be writing this complaint. We are now just below 73 % LTV and Freedom Mortgage is STILL refusing to drop PMI unless we pay for another appraisal.
This is ridiculous! When will it stop? We've gotten so many mixed messages from F.M. that we're beginning to think they're purposely scamming us into paying unnecessary PMI payments. We've gotten confirmation ( over the phone ) that we are eligible to drop our PMI, but then we receive a letter stating we need to meet certain requirements before the PMI is dropped ( which we ARE currently meeting ).
We try to email this company to keep a communication chain, but every time we email them, they reply by sending a printed response by mail. Our case notes are never recorded, so each time we call to get an answer or to check the status, no one has any history of previous calls/complaints and we have to go through our entire ordeal every time.
If this complaint doesn't help get a response from Freedom Mortgage, I will likely seek legal action against this company. We've wasted thousands of dollars waiting for this company to do what is LEGALLY required, but they continue to disappoint.
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| 05/29/2021 |
Yes |
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- Trouble during payment process
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|
Web |
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This company has misappropriated my funds and refuses to make the necessary corrections. This company has made a ***false*** negative report to the credit bureaus. This mishandling of my payments is nothing short of pure incompetence as I have made the payments on the phone and with very detailed instructions on each call that I need the payments applied to my account properly. On each call I was assured this would be done, yet here we are well over a month after I tried to keep this VERY THING from happening as I'm fully aware of the incompetence this company seems to be allowed to operate with.
XX/XX/2021 - XXXX ' mortgage payment made on time and in full ( misappropriated XXXX, no idea where the payment was applied to XX/XX/2021 - escrow shortage payment made on time and in full to a live representative ( misappropriated ), no idea where the payment was applied to. The escrow shortage is due to a property tax increase.
XX/XX/2021 - XXXX ' mortgage payment made early and in full to a live representative ( misappropriated ), no idea where the payment was applied to.
XX/XX/2021 - received a check from these people stating there was an overpayment for the escrow shortage.
XX/XX/2021 - received a late notice letter stating I am late on payments and I owe XXXX to include a XXXX late fee.
XX/XX/2021 - called in and spoke to XXXX id teller # XXXX at XXXX CST. I went over EVERY DETAIL of how I have called in to make payments over the phone in order to advise on where I need my payments to go so I could keep this very thing from happening. XXXX verified everything I have described in this complaint to be true and accurate and stated he would call me XX/XX/2021 when the corrections were made. No contact from this person ( SHOCKER ) so I am requesting a full investigation of this severely incompetent company ASAP.
To be clear : I have no late payments at this time and I have NEVER made a payment late on this mortgage account and this was verified on the call with XXXX XXXX XX/XX/2021 ) at XXXX CST. Also verified on this live call that the payments are received and on time and in full yet no one knows where the money has been applied or why this is happening.
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| 03/09/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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|
Web |
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My mortgage servicing was transferred XX/XX/2020 to Freedom Mortgage. On XX/XX/XXXX, I was contacted by my current new servicer about an FHA streamline refinance. I explained to the loan officer I was actually interested in a Conventional mortgage loan, I got a call from them the following day and began the process. I was in touch with my loan officer that day and the day after submitting all supporting documents. I submitted absolutely every document necessary.
Days and weeks went by and no response from the loan officer. I called, I left voice messages, I also sent emails all to which I received absolutely no response.
The appraiser contacts me, comes out, and I even get the appraisal report.
Eventually, two months after submitting my application, I get a clear to close. I reach out again. Time after time and to a few different people. Someone finally calls my back but isnt a licensed loan officer, therefore he can not speak with me regarding other options. I express how frustrating it has been to not heard from my loan officer for over two months because I have questions regarding the loans and express I may need to cancel due to the lack of communication. A call from the loan officer is promised.
The loan officer still doesnt call.
I reach out again, days and time after time. I finally get a hold of someone, again I express how frustrating the process has been and ask to be transferred to another loan officer. I am promised a call back.
The following day, I receive a notice of cancelation via email. The processor working on my file, canceled my application without absolutely no consent. I tried calling and no response. I try to escalate the issue and I cant seem to be able to speak to management about the application that was unlawfully canceled on my behalf that I gave absolutely no consent on.
I get a new loan officer to call me this person is wanting to start the process all over again. He is also now offering me a much larger interest rate than what I had locked.
I struggled for months trying to get a hold of my originator. Then, the unlawfully cancel my application without my consent to offer me a much larger rate. I feel violated and scammed.
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| 06/27/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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|
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Web |
Servicemember |
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On XX/XX/2020, I started an application and communicating with XXXX XXXX of Freedom Mortgage. Communication was static at times and I tried to be understanding that there is an influx of homeowners trying to refinance with the low rates. I paid the an appraisal fee of {$480.00}, submitted all the paperwork, signed all the documents and a week before closing ( XX/XX/XXXX ) tried to contact XXXX with no success. On the day of closing, I tried to contact XXXX again with no success, and then called the Escrow company. Escrow company said they had my paperwork, but did not have the funding documents. 2-3 days later, I was able to get a hold of XXXX and he said there was an issue in underwriting and he was trying to get it corrected and would contact me back. That was the last I heard from XXXX XXXX. After reaching out to the main company, another employee XXXX XXXX contacted me and told me that XXXX was no longer taking care of my mortgage. I shared my concerns and he told he would pass that information on to his manager to contact me. Since XX/XX/XXXX, I have only been able to get in touch with XXXX XXXX. XXXX has been a great employee, he returns my calls and emails. But he is in training and can not be my loan officer. He tells me that he has been telling his supervisor that I have been calling, but I have not received any communication via phone or email from the company.
XX/XX/XXXX, I asked XXXX to refund my deposit and he did.
My complaint is that I paid a deposit and sent this company all my personal financial information. They pulled my and my wife 's credit report twice, which has lowered our credit score. I have already lost over {$3000.00} in savings if this loan had closed when it was supposed to. if I went with a different company, I wouldn't have been waiting on Freedom Mortgage and would have saved {$3000.00}. This is costing me money.
If I decide to move forward with another company, my credit score has already been lowered because of Freedom conducting a credit inquiry. This will affect my opportunity to get a low interest rate, which will cost me thousands over time.
Will Freedom contact me and do something expeditiously to make this right?
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| 03/24/2021 |
Yes |
|
- Incorrect information on your report
- Account status incorrect
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|
Web |
Servicemember |
|
In XXXX my old mortgage company XXXX XXXX XXXX, XXXX sold my current mortgage loan to Freedom Mortgage Corporation. Freedom notified me by mail that all future payments would be made to Freedom Mortgage Corporation, and they provided me with a new account number. They never indicated whether my payment date was changed from the XXXX of each month. With the new account information they provided, I created an online profile for Freedom and linked it to my XX/XX/XXXX account. I began making all my Mortgage e-payments to Freedom as agreed at the end of each month. On XXXX XX/XX/XXXX, I applied for an auto loan with XXXX XXXX XX/XX/XXXX and XXXX XXXX XXXX, and I was denied financing for the total amount. I received a letter in the mail from XXXX stating the reason why I was denied. It said, Credit bureau report shows delinquent credit references, which was the reason for disapproval. I immediately pulled a copy of my credit report and checked it for inaccuracy. Freedom Mortgage reported two late payments to the credit bureaus dated XX/XX/XXXX and XX/XX/XXXX. I contacted Freedom disputing department and inquired about it. I informed them that this discrepancy was completely inaccurate based on all payments made by me on time and processed by my back XXXX. After a review with Freedom, who looked at my payment history from XXXX to XXXX. Freedom concurred that no payment was ever missed on my account. Freedom also permitted me to refinance my loan with them in XXXX for a better Annual Percentage Rate ( APR ) because my account was in excellent standing. Additionally, in XXXX of XXXX, they also offered me a reduction in my mortgage rate, which I took full advantage of. This account is currently closed because of my refinancing with Freedom. When I respectfully requested that they removed the late payments, their justification was, the payments were late, and due to the fair credit reporting act, they can not remove them. They informed me it must stay on my credit file for the entire seven-year duration until it falls off. Any help that you can provide will be greatly appreciated. This blemish has impacted my credit score and caused me to be subjected to financial bias.
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| 03/22/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
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We came out of forbearance with Freedom Mortgage and signed a new loan agreement in XXXX of XXXX. In XXXX of XXXX I went to make my first payment and noticed that the payment amount was not what was signed in the contract. I reached out to the mortgage company and was told that it was just the system updating to make my payment that was in the contract and it would update in the system. I mailed in my payment for XXXX. XXXX XXXX of XXXX I went online to make my payment and noticed it showing I was behind a payment for XXXX and was still showing the incorrect amount of XXXX. I called and spoke to someone who stated they held my XXXX payment in suspense because we had an escrow shortage in XXXX of XXXX. When I explained to the lady that we just came out of forbearance in XXXX and that the shortage should have been figured into our new payment amount I was informed not to make a payment until I got a new statement with the corrected payment amount. I never heard back from them called again two weeks later and was transferred multiple times and finally was told we were right and our payments should be XXXX per our signed contract. They said they were escalating our loan to be fixed again never asked for a payment and still had one payment held in suspense. We get into XXXX and called multiple times that month and were told the same thing they were escalating our loan they back office was busy and that our payment amount should be fixed. At this point we couldnt make payments over the system because it was showing we were delinquent for two months while they held a payment. In XXXX we got a letter stating they could take our home if we didnt pay XXXX dollars by XXXX. When we have been calling and trying to get this figured out since XXXX. Its now been reported on our credit, we have two payments sitting in suspense and still have not gotten our payments fixed in the system to the right amount. We called the second to last week in XXXX and asked for our phone records for all phone conversations the month of XXXX be pulled to prove we have been calling and were told not to make a payment until they updated our payment amounts. We have still not heard anything yet.
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| 12/29/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
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|
Web |
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Our home mortgage was sold in XXXX of XXXX to Freedom Mortgage. Throughout the life of our loan, we paid into an escrow account that paid our taxes twice per year. Once in XXXX and again in XXXX. When the loan was sold, Freedom claimed that our account was set up to only make a single tax payment from our Escrow account, however we have records that indicate in XXXX it was paid in XXXX and again in XXXX. Freedom conducted an escrow analysis in XXXX of XXXX that indicated we had a " projected shortage '' of {$3900.00} dollars. Which was absolutely ludicrous as our taxes are only {$5700.00} per year and we pay roughly $ XXXX/mo towards our escrow account. Every time we tried to speak with Freedom, they said they " would start an investigation '' and would " follow up '' with us or we were disconnected or was told contradicting information. XXXX representative told us that the {$3900.00} was a shortage from XXXX that they paid for us so that was why we were having to pay it back another said it was a " projected shortage. '' Multiple times we requested that they change back our payment schedule to twice yearly, however they never did and instead broke up the {$3900.00} shortage into 12 month payments for us to " pay back '' which resulted in an approximate increase of $ XXXX/mo to our mortgage. We have recently refinanced with another lender just to be done with Freedom but in the meantime have paid the increased mortgage amounts to avoid late fees/credit reporting as we have outstanding credit and have never missed or been late with a mortgage payment. I 've never felt so cheated about something in my life and Freedom has continued to show poor business practices through our refi sending the wrong payoff amounts multiple times over, which I can only believe was intentional to stall the loan payoff through the end of the year. At this point, the payoff was wired to Freedom today from our new lender, we had to increase our loan amount by roughly {$2500.00} because they did n't send the accurate loan payoff number, they now have over {$5000.00} in our escrow account and we have very little faith that they will return that money within the 30 day requirement.
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| 05/02/2023 |
Yes |
|
- Struggling to pay mortgage
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|
Web |
Servicemember |
|
On XX/XX/XXXX I filed my initial complaint with the CFPB regarding my mortgage with Freedom Mortgage Company. As a result of that complaint ( Complaint ID Number XXXX ) in XXXX I received a call from XXXX, ID Number XXXX, of Freedom Mortgage. XXXX informed me the foreclosure sale would be rescinded and Freedom Mortgage would work on my application for a modification. She assured me everything was going to be alright. On XX/XX/XXXX, Freedom Mortgage responded to the CFPB complaint and stated that based on the information I submitted in XX/XX/XXXX, I potentially qualified for a modification. Their response also stated Freedom Mortgage would rescind the sale then update the account and assign me to a Single Point of Contact.
No one ever called me again from Freedom Mortgage, however in XXXX I was served an eviction notice by Veteran Affairs. At that time, I called Freedom Mortgage and was told the account still showed up as foreclosed. I appeared in court on XX/XX/XXXX. The attorney for Veterans Affairs had no knowledge of the sale being rescinded. After presenting the court with our documents, a continuation was granted.
On Tuesday, XX/XX/XXXX I spoke to XXXX of Freedom Mortgage, ID Number XXXX. Per our conversation, the notes on my account reflect that a request to rescind the sale was submitted on XX/XX/XXXX. In Coreys words, they are trying to figure out how to do the rescission. In the meantime, because Freedom Mortgage has not communicated with the VA, the VA is moving forward with the eviction case in the local courts I have another hearing scheduled for XX/XX/XXXX. If the court does not grant another continuation, I am in danger of being forced from my home.
My complaint is # XXXX. Freedom Mortgage has failed to communicate with the VA and as a result I may be forced from my home. # 2. Freedom Mortgage delayed the process to rescind the foreclosure sale which is in turn delaying my right to be reviewed for a modification. # XXXX. As documented in my initial complaint, Freedom Mortgage continues to exhibit a consistent pattern of denying me the opportunity to keep my home.
I have attached a copy of my initial complaint and the response.
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| 04/23/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
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|
Web |
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Freedom Mortgage received and cashed my XXXX 2016 payment but they did not apply it to my loan # or mortgage account.
They tried to say that I did not send it in, but the records showed that it was cashed on XXXX XXXX, 2016 well before it would be considered late.
They stated they had " lost '' the payment and proceeded to send me letters stating I was overdue and in default. They called repeatedly asking for the payment they had already cashed but never applied to my account.
I requested proof of payment, including the endorsement and the # of the account it was deposited into. I have sent this information to Freedom Mortgage, but they have yet to apply the payment to my account and continue to call me, saying that my payments are late.
They have refused to send me a check for an escrow overage that is due me, even though I am up to date on all payments, just because they never applied the payment correctly to my loan #. They are sending my bills with late fees, even though I am up to date.
They have refused to respond to XXXX recent emails, asking for them to call me back. Their representative, XXXX XXXX, stated that Freedom Mortgage would reimburse me for the fees necessary to prove endorsement and cashing of the payment. He stated he would send me correspondence on Freedom Mortgage letterhead to confirm this, but this was never done. Why do they expect customers to pay the price for their ineptness in losing payments and to incur additional costs to provide proof to them of their own endorsement and cashing?
I have spent 40+ hours talking to their " customer service '' representatives who treat me like a criminal, even though I have sent them all the evidence to prove that this is THEIR ERROR and they have had the money in their account since XXXX XXXX, 2016.
They are non-responsive and have not fulfilled their contractual responsibilities to me as a customer in completing the basic task of applying my payments to my loan. They are at fault, have taken no responsibility and have demonstrated incompetence and a basic lack of regard for their obligations and duties.
They should be held accountable. They have XXXX complaints against them.
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| 04/06/2020 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
Servicemember |
|
We were with XXXX XXXX XXXX and started to refinance through them. They were pushing our closing date giving us different excuses. They then said they were short handed. They started XX/XX/XXXX the process and in XX/XX/XXXX we decided to change to a new company to refinance as it was taking too long. We started the process with XXXX XXXX XXXX end of a XXXX beginning of XXXX. XXXX XXXX XXXX were taking a long time to send the information required and did not release the appraisal. While in the middle of everything we received a letter from Freedom Mortgage saying they were sold out loan by XXXX. Now we could not complete the refinance with XXXX XXXX XXXX as Freedom Mortgage had to get everything in their system. We started to request payoff paperwork since XX/XX/XXXX from Freedom Mortgage. My wife called 2 times between XX/XX/XXXX and XXXX and was told it would be sent. My wife called Freedom again the next week. I called on the XXXX of XXXX and told it would be sent. Meanwhile XXXX XXXX XXXX had sent request by fax to Freedom during the month of XXXX. I called again XX/XX/XXXX and was told it was faxed already to the number on a fax from XXXX XXXX they received on XX/XX/XXXX. But it was not faxed nor e-mailed to the numbers and e-mail I requested. I was told it would be sent the next day on the XXXX. It was not so I called again on the XXXX and I was told it was escalated and it would be e-mailed and faxed on the XXXX a Saturday and it was not. I called on Saturday the XXXX and I was told the system showed it would be sent on the XXXX. I told them what was happening and they told me to call again Monday morning. I called this morning the XXXX of XXXX and was told it was going to be e-mailed and faxed tomorrow the XXXX as it was in their system. I told them that I have been told this for weeks and given different dates every time I called. I had to pay for an extension to XXXX XXXX XXXX for this and this has delayed my closing. Today I asked to speak with a manager and Freedom out me on hold for over 30 minutes. They came back and told me it was finally e-mailed. I did receive the payoff information finally after speaking with them for a month.
|
| 08/31/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan modification,collection,foreclosure
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Web |
Older American |
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My wife and I bought a home at XXXX XXXX XXXX, XXXX XXXX , Oregon in 2002. We bought it for {$81000.00}, and a payment of {$720.00} at 7.5 interest. My wife left me about 2 years ago and refuse to pay anything on this house. She did sign over a quit-claim deed. I went to my mortgage company, Freedom Mortgage, and ask if I could apply for a hardship program due to loss of income from my wife. I am XXXX years old, XXXX on Social Security income only, a XXXX veteran and a XXXX I suffered in a car accident when I turned XXXX. The mortgage company put me on trial basis and lowered my payments per month at {$590.00} per month. I have always paid what was required every month without missing one payment, but they are saying in one of their letters they have not received any payment - that is not true, they received the lesser payment required of me to pay. During this time, the mortgage co., kept adding on extra charges per month the difference between the trial payment to the original payment. When I asked them about this extra charges, they told me not to worry about it. When the modification came for me to sign, it requires my wife 's signature to go through because her name is on the mortgage contract and she refused to sign. When I asked could my name be listed only on these papers because she gave me a quit-claim deed. They told me they could and re-issued me new papers with just my name, I went to the housing authority and had this papers signed, notarized and sent back. In one of their letters they denied my modification as they say I did not send in the paperwork signed and assisted by HUD. That is not true! I sent them the paperwork on schedule. 5 months later they come to me and tell me they still require her signature and if she does not sign, I am going to go into foreclosure, because adding the difference between my trial payment to the original payment, I am delinquent with my mortgage and owe them {$5300.00} and if I do n't pay this amount up to par by XXXX XXXX, they are going to start foreclosure procedures on me. My home right now I owe is {$63000.00} and I feel what this mortgage co., has done to me is unfair practices. I need help!
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| 05/22/2020 |
Yes |
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- Struggling to pay mortgage
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Web |
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According to CARES Act and following XX/XX/2020 - Joint Statement on Supervisory and Enforcement Practices Regarding the Mortgage Servicing Rules in Response to the COVID-19 Emergency and the CARES Act, I have sent several letters to Freedom Mortgage via email AND Fax, requesting emergency forbearance, based on guides and rules within CARES Act. First letter was sent on XX/XX/2020, with 2 more requests. All of which have been ignored. No calls, no emails, no postal letters. All have been requested within guidelines and specifications, with referenced sections of CARES Act, within letters.
I am within foreclosure, seeking gainful employment. I had a HUGE hit to my income, and while yes, in default, there is no reason for me to be ignored. When calling Freedom Mortgage, I have been on hold up to 2 hours or call backs, within 4 hours. While I understand the staffing challenges, this is unacceptable and adding to the stress of potentially losing my home. Unable to focus on daughters XXXX XXXX, due to this and can not get any contact with Freedom Mortgage.
I am submitting complaint, as I believe they are stalling, so as to not have to apply the CARES Act Forbearance, due to time constraints.
I am asking for Freedom Mortgage to finally acknowledge my attempts since XX/XX/2020, for Forbearance and to apply the 180 days, with acknowledgement that I can and required for additional 180 days, should that be needed. In short, the latest request was sent AND received by their email server and fax, on XX/XX/2020. Freedom is required to provide acknowledgement letter VIA EMAIL ONLY ( due to time constraints ) and provide immediate solution via forbearance and documentation.
While I sympathize with current climate, staffing issues and volume to calls and requests, the fact that I received NOTHING from them since XX/XX/2020 is unacceptable and punitive. They are stalling, possibly awaiting the expiration date for the CARES Act or some other date. CFPB is to note all and instruct Freedom Mortgage to forward forbearance agreement and documentation Immediately, VIA EMAIL ONLY OR VIA OVERNIGHT CARRIER, for receipt to me no later than XX/XX/2020. Thank you..
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| 12/11/2020 |
Yes |
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- Trouble during payment process
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Web |
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On XX/XX/XXXX Freedom Mortgage abruptly stopped taking out automatic mortgage payments from our account with no warning or written explanation. In the following weeks when my wife noticed she immediately called to see why the payment hadnt come out. They said that she was in bankruptcy and they couldnt speak to her without her lawyers permission. This was false. She was not in bankruptcy or tied to any bankruptcy and so she doesnt have a lawyer. I, her husband who is not a borrower filed a single chapter XXXX bankruptcy and they said that somehow our previous mortgage company XXXX XXXX triggered this into their system. Anyway they said there would be no late payment because its not my wifes fault but we would have to send checks until my bankruptcy was over. My wife immediately sent the check and we continued on time ever since. They lied and were dishonest because they still reported a late payment to all credit bureaus. When we spoke to several supervisors they all acted as though they wanted to help and they were on our side because the late payment was not our fault. However, they still came back with the conclusion that they were right in reporting the late payment to the credit bureaus with no explanation. My lawyer explained that in her bankruptcy practices she has never experienced a mortgage company that froze the account due to the single bankruptcy from a no borrower and that this was crazy and absurd. My wife was planning on refinancing and now they have made that impossible in the near future because of their dishonest and immoral business practices. If we didnt have the money and/or didnt make payment on time for that reason then we would take responsibility. This is clearly not the case. We have a lawyer right now that is willing to file a suit against them but we are weighing our options because we will have to pay the legal fees if we settle and we know that they will settle because they are 100 % wrong. Freedom Mortgage should be ashamed of their selves for taking advantage of working families during a global pandemic. I will pursue this to the furthest extent of the law until it is rectified and this is only the first step.
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| 02/02/2024 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Escrow, taxes, or insurance
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Web |
Older American, Servicemember |
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On XX/XX/XXXX Hurricane Ian damaged our home. The insurer did not pay us until XX/XX/XXXX, XXXX I sent Freedom XXXX drafts from my home insurer totaling {$100000.00}. Freedom Mortgage released {$40000.00} to us on XX/XX/XXXX. Freedom is holding the {$62000.00} balance and now refuses to release the balance after promising to do so.
On XX/XX/XXXX, they sent an inspector to our home and documented that all repairs ( except the garage door replacement ) are completed. On XX/XX/XXXX a representative in their Loss Draft department called me. During that call I was promised the balance would be released promptly and I would receive the draft in XXXX to XXXX working days. Yesterday, XX/XX/XXXX I called Freedom and after speaking with a manager, I was told that a draft was not mailed because the representative I spoke with on XX/XX/XXXX did not have the authority to make the decision to release the balance. This was a shocker because the rep spoke with her manager to get the authority while I was on the phone. No one called or wrote to me to advise of the change in the decision; had I not called, I would not have known. I did all the repairs to the home with the exception of replacing the garage doors ( a very small percentage of the overall damages ). I sent them a self-repair letter as instructed but now that is not good enough. The manager I spoke with yesterday now has changed their procedures and is requiring that I send all receipts for materials and labor I have paid out of my pocket. This is a complete reversal of the original instructions. I am being asked to provide information that I do not have. Since I served as the XXXX XXXX for the repairs, I do not have a signed contract nor do I have lien waivers. If they are so concerned about liens on the house all they have to do is complete a lien search.
Yesterday the manager told me that no further payment will be made. When I called the main number for Freedom, I was told that my issue would be sent to the Escallation Department and I would receive a call promptly. I have not heard from them. They have a very lengthy and ongoing history of doing the very same thing to many other customers.
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| 06/03/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Back in XXXX of XXXX, I received a letter from Freedom Morgage that my escrow check had not been cashed in 180 days. I called the company and asked them to have the check re-issued to my current address in XXXX as the house I owned in XXXX was sold in XXXX and I was no longer at the address. The representative tried to initially tell me that I need to update my information online but since paying off my mortgage, I have not had online access to freedom mortgage account.
I then called in XXXX and asked that the check that was issued in XXXX, be canceled and re-issued to my new XXXX address. There staff assured me it would be canceled and re-issued within 7 - 10 business days and I expressed I needed the funds for the closing a new house.
I called Freedom Mortgage after 7 - 10 days and the rep said it was still in progress and needed to wait another few days. Then I call the last week of XXXX, and the representative tells me that the check that was mailed in XXXX was mailed to XXXX address, which was a lie as I never received any direct mail, only forwarded mail. I then asked the representative to cancel and re-issue the check and that I would call daily to check the status. This is where it gets interesting in their lack of documentation and overall care for consumer data.
I called Tuesday, XX/XX/XXXX, and spoke to XXXX, employee ID XXXX who said that he doesn't see a check was re-issued, then said he did see that was in the process of being re-issued and going to be sent to the XXXX address. Then I receive a call from XXXX, employee ID XXXX, who says that the check was sent to the XXXX address, and that the newly re-issued check would also be sent to the XXXX address. Then I call XX/XX/XXXX and XXXX, employee ID XXXX who tells me the checks were mailed to the XXXX address oringally and that all the information I received up until that point was inaccurate.
At this point I'm at a loss on how to get my escrow funds that are owed to me so I can assist in purchasing another home. The amount of pain and suffering I've endured is ridicouls for any one borrower to endure especially with all the things that are going on in the world today.
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| 01/05/2021 |
Yes |
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- Struggling to pay mortgage
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Web |
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Freedom Mortgage is my mortgage company effective XX/XX/XXXX. XX/XX/XXXX I was offered a 6 month forbearance due to loss of employment associated with the Co-VID 19 pandemic. During the 6 month forbearance I missed one mortgage payment. The month of XXXX I spoke with a representative to learn my options with paying back the missed payment ; 1 ) Pay back all missing payments in full 2 ) request a Partial Pay Claim Review. I opted to go with the Partial Pay Claim Review. I was told a representative from that department would be in contact. XX/XX/XXXX I made another call to Freedom and reported my XXXX request of a Partial Pay Claim Review and wanted an update but they had nothing on file. I made another request. XX/XX/XXXX I received a document in the mail from Freedom Mortgage that I did not understand and called Freedom to ask about the document and obtain an update on my Partial Pay Claim Review and again nothing was in the system. The representative reported they would submit my request and my first mortgage payment would be due in XXXX. The rep stated I needed to miss two payments to qualify for the Partial Pay Claim Review. Today I called Freedom Mortgage about my Partial Pay Claim Review request and they reported there was no request in the system for a Partial Pay Claim Review but my forbearance had ended and I was to resume paying my mortgage. I was transferred " Single Point of Contact '' department and spent 1 hour 32 minutes on a phone with a representative explaining the above. The representative was speaking with a supervisor during our call who was providing feedback. The supervisor stated in order for me to receive a Partial Pay Claim Review I needed to go back on the forbearance, wait two weeks for it to process and then call back stop my forbearance, request a Partial Pay Claim Review and see if I will be approve. I was so frustrated I began to cry! I told the rep I have already done this 3 times - XXXX, XXXX and XXXX. Now you are stating I have to do again and what assurance do I have my request will be submitted. I do not know what else to do?? I need help with this situation and I am hoping I can receive assistance
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| 02/26/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
Servicemember |
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I am selling my home and the title company attempted to obtain a payoff from Freedom Mortgage on XX/XX/2020. No response was made with the title company ( XXXX XXXX ) reaching out again on XX/XX/2020 with the 2nd request, twice in that day. On XX/XX/XXXX, Freedom finally responded stating they were unable to move forward with the request because the signature on the auth did not match the name on the loan. ( I had gotten married since buying the house and had a name change, however the loan number and social sec number were correct on the auth ). On XX/XX/2020, XXXX XXXX resubmitted the auth again in the new name. No response from the mortgage company. On XX/XX/XXXX, the XXXX XXXX reached out again for the request stating that the closing date was set and we needed the payoff info ASAP. No response from Freedom. The title company AGAIN reached out on XX/XX/XXXX asking for a status as the closing was set for XX/XX/XXXX. Still no response. On XX/XX/XXXX, XXXX reached out to me asking if I would personally call to attempt to get the information. XXXX also called Freedom Mortgage and was told they have no other requests in their system other than when I called to personally ask for the information myself on XX/XX/XXXX. There is a documentation trail of all these requests and dates with Freedom not complying with the request. Freedom informed me that they have " 7-10 days '' to respond to anything and they are saying they will NOT give me the information until Friday XX/XX/XXXX which is 72 additional hours from when I called myself for the info. Due to the fact they are unwilling to budge on providing the information sooner, this has delayed 3 closings that were to happen concurrently. Despite asking for a supervisor, which I was never given access to, they refuse to give the information until mid-day Friday XX/XX/XXXX although the first attempt was made XX/XX/XXXX with little communication on Freedom Mortgage 's part through this entire process. This has caused a huge inconvenience for many people involved that should have not occurred due to their untimely responses and refusal to provide the information that was asked 18 days prior.
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| 07/01/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I had a home loan with Freedom Mortgage which I refinanced on XX/XX/XXXX. The loan is now paid off. On XX/XX/XXXX, prior to the refinance, Freedom withdrew {$3800.00} from my impound account to pay my property taxes. For reasons unknown, Freedom did not send the funds to the tax assessor timely. In order to complete my refinance, I was forced to pay my property taxes out of pocket with the promise that the check from Freedom mortgage would be an overpayment and refunded to me.
I contacted the county tax assessor to see if duplicate tax payments were received.The assessor confirmed Freedom 's check was received after they received payment from the title company on my refinance. The tax assessor advised the overpayment needed to be refunded to Freedom Mortgage and Freedom would refund the money to me.
I logged in to my account with Freedom Mortgage and see that the refund from the tax assessor was credited to my impound account on XX/XX/XXXX. I've been waiting for a refund that has never been sent. Instead, Freedom has been holding {$3800.00} of my money on a closed account and refuses to refund the money to me. Freedom has also assessed a {$190.00} recording fee twice on my account, once on XX/XX/XXXX, at the time of payoff and again on XX/XX/XXXX - a month after payoff, with no explanation whatsoever.
I sent a secure message through their website on XX/XX/XXXX and received no response. I called on XX/XX/XXXX and was told the refund should have been issued within 14 days of their receipt of the funds in XXXX and he did not know why the refund wasn't sent to me. He assured me he would get the refund processed and the check would be issued no later than XX/XX/XXXX.
I logged into my account today and the impound account credit of {$3800.00} is still sitting there on my closed account. I have spent another hour on the phone today with a service rep that was nice but couldn't help me. I was told her supervisor would need to research this and get back to me.
I have spent a tremendous amount of time dealing with Freedom Mortgage with no success. The gamesmanship needs to stop and their business practices need to be investigated.
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| 10/04/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XX/XX/XXXX i emailed customer care after speaking with the below mentioned representatives. Here is what occurred : I did a pay-by-phone for {$3900.00} to be applied to Escrow in XXXX. It was not applied per the bill dated XX/XX/XXXX. I contacted customer service, spoke with XXXX on XX/XX/XXXX @ XXXX MST. Her ID number is XXXX. XXXX was going to apply the amount to Escrow and call me back, XXXX never called me back nor did she make any changes to the account. On XX/XX/18 XXXX, ID # XXXX called and advised my mortgage payment was late and fees were applied. I told XXXX about my previous conversation with XXXX and the payment over the phone. He issued a ticket to apply the funds to Escrow since XXXX did not.
I requested an email or letter confirming the matter has been handled and that Freedom Mortgage reversed any fees and they DID NOT issue a late-payment notification to the credit reporting agencies given all of this was by no fault of my own, XXXX confirmed this on a recorded line. I also advised XXXX that I need a follow-up phone call to speak with someone regarding the matter once it has been handled, either later today or tomorrow. I did not receive a letter confirming the events and the matter was closed.
XXXX did not get the account issues resolved and it appears nothing was done. Because then I received another call from a different rep, his name was XXXX, ID # XXXX on XX/XX/XXXX at XXXX MST. We reviewed the account and its history, he apologized for the repeated mistakes. I issued a escrow payment that day to Freedom Mortgage in the amount of {$3900.00}. XXXX said he would call me Monday morning, XX/XX/XXXX with an update and that he would escalate the account to a manager as well. XXXX never followed up and I received letters from Freedom Mortgage stating my account was past due and that was reported to the credit agencies.
Then XXXX ID # XXXX called me on XX/XX/2018 at XXXX to tell me my mortgage payment is going to increase. We reviewed the account history and discussed the issues. Resolution is still pending and Freedom Mortgage acknowledged receipt of my written complaint received via email on XX/XX/XXXX.
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| 07/07/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
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Web |
Servicemember |
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I disputed the 30 day delinquent reporting when I learned of it by applying for a loan on XX/XX/18.
I submitted a written letter to Freedom Mortgage Company and requested to investigate my complaint and to remove the 30 day delinquency notice because the payment was made to their company on time.
I am writing to request assistance in having a 30 day delinquent entry removed from my credit report from all 3 credit bureaus.
The correction of the error being sought is described below in regard to the mortgage on my property.
A 30 day delinquent entry on my credit report by Freedom Mortgage Company because of an escrow shortage ; which is only a proposed or projected change. Its was not an actual payment that made that the company made and needed to recouped. Further, the proposed or projected escrow change was paid in full once Freedom Mortgage Company was contacted.
Payment application errors : Freedom Mortgage Company rejected the full payment I made in XX/XX/2018 in the amount of {$1200.00}. It was not applied to the loan or returned to me. Why was it not returned to me if it was short within a timely fashion to avoid it being 30 days late? Freedom Mortgage Company should not be unjustly enriched by unapplied funds sitting in their account that was intended to be applied to subject mortgage loan.
Freedom Mortgage Company did not properly credit the payment received on XXXX XX/XX/2018 in the amount of {$1200.00}. Said payment should have been credited to : Freedom Mortgage Company Loan #.
Freedom Mortgage Company credited the XX/XX/2018 payment on XX/XX/2018 ; which resulted in a 30 day delinquency notice being placed on my credit report and a significant drop in my credit score.
The payment should have been applied on the day it was received in accordance with 12 CFR 1026.36 ( c ) ( 1 ).
Freedom Mortgage Company should be required to remove the delinquent entry. It is harsh, detrimental and unjust.
Mortgage Companies should be required to notify consumers via certified mail, phone or fax if unapplied funds are being held because of the adverse impact it has on a consumers credit worthiness, standing and capacity.
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| 01/22/2016 |
No |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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1. My escrow payment was not made for school taxes, resulting in a XXXX % penalty, and i had to pay the taxes out of pocket as the servicer did not have adequate funds to do so. However when i refinanced, there were adequate funds to have them paid by the due date. The loan was sold 3x, and no one know whats going on.
2. i have asked for an escrow analysis by Freedom Mortgage on XXXX XXXX, i have yet to receive an acceptable answer on whats going on.
3. Prior to Freedom serving my loan it was serviced by XXXX XXXX XXXX, they did an escrow anaylis, after i changed my homeowners insurance, lowering my monthly payment. However they made an error and sent my insurance company another years payment, it was not due for nearly 10 more months.
4. Freedom Mortgage said they did not receive my XXXX mortgage payment, i have a confirmation form my bank XXXX that the check had been delivered to them on XXXX XXXX. I recieved a phone call on XXXX XXXX stating my paymetn was not made, i advised i did make it and sent an email of screenshot showing delivery. On XXXX XXXX XXXX ext XXXX called again stating she was colecitng a debt and started to harass me, i explained what happened, i was transfered to an escalation leader XXXX and karlene XXXX, XXXX would put me on mute and hold while i was speaking, when i confronted her about this, she said yes she had been putting me on Mute while i was talking because i am rude for talking over her. The recordings will show evidence of this.
5. Finally i was transfered to XXXX direct # XXXX, where we were getiting no where, saying she never recieved any of the emails of confirmation of payment, so i stopped payment on the check for {$1400.00} to Freedom, and paid over the phone with XXXX. I was told the payment would show on XXXX/XXXX/2015. It is now XXXX/XXXX/2015 and nothing has been taken from my checking account.
6. I recieved a call form XXXX XXXX, asking me to verify information because Freedom emailed them and said XXXX is the servicer. I have never made a payment to XXXX, the rep form XXXX said you are not in our system, we are not servicing you. No one seems to know who is servicing my loan.
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| 05/13/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I started a refinance process with Freedom Mortgage on XX/XX/XXXX. They emailed me with instructions to access their website and provide the documents they listed which would be necessary for the process, which we did within 24 hours. Subsequent to that, we received request for something called a XXXX XXXX XXXX from our homeowners association. I contacted my XXXX, was advised we do not have a XXXX XXXX XXXX and to provide our bylaws with an explanation accordingly. I have had multiple discussions via phone and email with various representatives from Freedom Mortgage, including escalating to supervisors and managers. Freedom Mortgage advised me this would have been filed with the city XXXXr county and that it is always needed for the mortgage process. I have been in this house for almost 20 years, and refinanced several times, never have I been asked for this document. I researched XXXX XXXX XXXX and learned that not every association has something exactly called XXXX XXXX XXXX so I contacted my XXXX again and asked for any documentation that was filed with XXXXhe county regarding any restrictions or conditions. I was provided with a signed document filed with the county Declaration of Restrictions & Assessment of Liens ( attached XXXX. Freedom Mortgage representative, XXXX XXXX, advised me on XX/XX/XXXX via the verbal conversation that this was the documentation they needed. Today is XX/XX/XXXX and again I have another rep from Freedom Mort. emailing me asking for XXXX XXXX XXXX in order to close the loan. My concern is 1 ) they never told me up front that they would need this prior to me approving them pulling my credit ; 2 ) I've provided everything my XXXX has ; 3 ) I get a different rep contacting me each time and there is no coordination with the team therefore have to start over every time ; 4 ) they pulled my credit, per my authorization, and now my score has decreased because we haven't closed yet and 5 ) They currently hold my mortgage and have for several years so why are they asking me for this now?. They were not clear that this would be needed otherwise I would not have proceeded since my XXXX doesn't have this.
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| 10/04/2023 |
Yes |
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- Struggling to pay mortgage
- Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
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Web |
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I have been dealing with Freedom Mortgage since XXXX of XXXX with a lost mitigation process. They've caused more problems than solutions. XXXX XX/XX/XXXX a foreclosure was set to take place so XXXX XX/XX/XXXX i called to beg and plead to request more time for document and application reviews and processes to resolve this issue and update the balance all i got from them was the run around with repeatedly saying there is nothing they can do to help its to late. I called the attorney involved several times and got no answer or call backs. So i got an agent from XXXX XXXXXXXX XXXX to assist me with the matter on XXXX XX/XX/XXXX we made a 3way call to XXXX to request for more time to allow an Illinois housing assistance application to be reviewed and processed before the foreclosure takes place. XXXX XXXX is my witness, my XXXX agent witnessed the misconduct they performed to offer any kind of help. XXXX said they would send the request in and that they would reach out to me within 24-48 hours before the foreclosure with an answer which i NEVER received causing the foreclosure to proceed. XXXX XX/XX/XXXX we made another 3way call to XXXX to ask what happened with the request along with rudeness and back talking we found that the request was never submitted to the attorney involved. i am submitting this complaint because XXXX XXXX has caused my family and I so much pain and stress this last year when all i have done is comply and cooperate with everything and everyone involved with 0 compassion in return. I have many efforts to make things right, to resolve this issue, to restore my mortgage balanceXXXX XXXX XXXX has not helped or assisted me in finding any solutions every step forward i take they push me back 2 more that is why i am here telling you about it. I need your help to get this resolved correctly and professionally. also, i have submitted a complaint to the Illinois Attorney General to help with this matter, after this is over I will be submitting a lawsuit against them for all the unnecessary damage they've caused my well being. there is more to this situation that I would be more than happy to discuss with you.
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| 02/14/2021 |
Yes |
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- Trouble during payment process
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Web |
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I closed on my home XX/XX/XXXX. At that time my homeowners insurance was paid in full to XXXX XXXX XXXX XXXX. Co. for the year. So my mortgage payment for the year was {$2200.00}. In XXXX/XXXX I get a letter from Freedom Mortgage that my payment needed to increase to {$2400.00} due to lack of funds in escrow. Which seemed off to me at the time but ... The letter stated these payments needed to start in XXXX. So, I made my payment for XX/XX/XXXX in the amount of {$2500.00} to cover escrow and add a bit to principal.
Late XXXX I get a letter from XXXX that my homeowners insurance was never paid by Freedom Mortgage Co.??? So of course I call Freedom Mortgage Co. and get a recording saying that my insurance is XXXX XXXX XXXX. Co and my payment is almost triple the price for an exorbitant amount of coverage. Come to find out that someone at Freedom Mortgage Co. applied the wrong insurance company with a wrong amount to an account that was paid up for the entire year! How does that even happen? So, I finally get someone to actually speak with and tell them they have the wrong info and it needs to be paid immediately. The payment to my insurance company was made. Ok so that leaves us with the overpayment of funds. So payments as follows, which should have occurred!
XXXX XXXX payment of {$2500.00} was made, my payment was supposed to be {$2200.00} Which would leave {$230.00} To go towards principal.
XX/XX/XXXX Payment of {$2500.00} was made, my payment was supposed to be {$2200.00} Which would leave {$230.00} to go towards principal I have made 3 addition phone calls to Freedom mortgage and they can't seem to figure it out. I made them do an escrow evaluation and they came back with {$2200.00} for XXXX. So I paid {$2500.00} for XXXX which leaves {$230.00} going toward principal. Thats a total of {$700.00} Which should have been applied to the principal on my loan? Which also would effect the interest amount applied. I have tried communicating this to Freedom Mortgage Co. and seem to get nowhere!!!! I am awaiting a phone response since XX/XX/XXXX and have not heard one thing! I need this taken care of ASAP.
Thank you, XXXX XXXX
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| 03/05/2023 |
Yes |
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- Struggling to pay mortgage
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Web |
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On XXXX XXXX I exited my forbearance plan because the Freedom rep who called me told me I can get a modification to lower my monthly payment because I was affected by Covid and I have an ongoing hardship, so the rep put through the Loan Modification paperwork for me and I received the underwriting decision letter stating I was approved for the loan modification but my monthly payment was going to go from XXXX to XXXX now if I am asking for a loan modification it's because I can't afford the monthly payment so why would they make the mortgage payment higher, all over FHA and HUD it states despite the higher interest rates of today they want mortgagees to reduce the P & I by 25 % to get to a targeted lower payment, that was not done for me I feel as if they are not going off of the pandemic cares act options. However I did come across an issue where Freedom Mortgage did not want to even help it's borrowers even though there was the options that FHA put out until complaints were made to the CFPB. This is a national pandemic that affected people nationwide I can't believe they can not find a program that will lower the monthly payment to struggling homeowners, And on top of that every time I call their Customer Service dept I NEVER get the same answer twice they are rude and they tell me that is all they can do for me is the higher payment option every time I speak to customer service I get very upset and stressed and it shouldn't be like this homeowners need help and the government put out those options for help I know there is other options and I am sure they can reduce this payment but they are not going through the options correctly, they have lawsuits against them and this concerns me very much since I am a customer of theirs. I work real hard for my home and it's not my fault that the pandemic came through here ruining everything I should not be punished for that. I sent an email to XXXX XXXX the CEO but he never responded there has got to be a way to lower this mortgage payment I am asking the CFPB for help and I hope this doesn't cause repercussions on me from Freedom Mortgage because I made a complaint with the CFPB.
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| 07/26/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Older American, Servicemember |
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I received a notice from Freedom Mortgage in XXXX of XXXX, dated XX/XX/XXXX about my mortgage PMI not being paid and I owed them {$5300.00}. Freedom Mortgage acquired my mortgage from XXXX XXXX on XX/XX/XXXX.
I was informed I had two options : Pay the full amount of {$5300.00} or my monthly payments would be increased from {$1800.00} to {$2500.00} monthly. ( A {$760.00} increase monthly for 12 months ) They gave me no other choice and demanded that I pay the increased amount. The mortgage company decides to raise your mortgage and you have no way to fight the decision. You either pay it or they Foreclose on your home.
Before my mortgage was sold to Freedom from XXXX XXXX my mortgage was {$1800.00} and XXXX XXXX had the PMI removed in XXXXXXXX XXXX XXXX ( See PMI removal letter Attached-Letter dated XX/XX/XXXX ) For 6 months ( XX/XX/XXXX until XX/XX/XXXX I paid {$1800.00} to Freedom Mortgage and in XX/XX/XXXX I received the letter requiring and increase for the PMI.
I spoke with Freedom Mortgage and they stated that the information was not transferred to them and they would contact XXXX XXXX. I have gone back and forth with Freedom Mortgage for months while all this time they have been sending me monthly statements at the {$2500.00} rate for the last 6 months.
I have spoken to Freedom Mortgage over 20 times trying to get this issue corrected and get some relief ; the extra {$760.00} added to my monthly payment has put a tremendous strain on me and my family. I am struggling every month to pay this outrageous increase. I do not know how long I can keep it up, I am at the bare minimum of my finances.
Just recently Freedom Mortgage stated that XXXX XXXX made a mistake when they removed the PMI by using the wrong chart and that XXXX XXXX has admitted to their mistake. This does not solve my problem and I do not like being in the middle of two mortgage companies issues, and the one who is suffering is me. I am the one that they have screwed over and raised my mortgage to an amount that I will eventually be forced into Foreclosure. I need the CFPB to step in and assist me. I can not fight giant Mortgage companies.
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| 02/01/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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My monthly house payment with I believe, 4 or 5 mortgage companies so far, was {$1200.00}. I always have the mortgage company " draw '' the funds from my bank. I have never been late on a house payment in nearly 20 years!!
On XX/XX/2018 Freedom Mortgage sent me a check returning " excess escrow '' funds in the amount of {$180.00}. I immediately returned their " unendorsed '' check to Freedom Mortgage, explaining I will ALWAYS return excess escrow amounts back to my Escrow account so my house payment does NOT increase. They returned the unsigned return of escrow funds check, saying I had to endorse the check. I endorsed the check and paid the extra to be able to track the check, as it was endorsed making it negotiable. Freedom Mortgage increased my XXXX payment by 9 cents. I wrote and asked why the increase when they have an excess of funds and they sent me an unsigned letter saying they would research. I never actually received an explanation. Then, I received another return of Escrow funds check dated XX/XX/2018 in the amount of {$160.00}, and a statement telling me they were increasing my monthly payment to {$1200.00}. Please understand, I phoned on each of these checks and was NOT given any explanation other than I had too much money in my escrow account. I was NEVER allowed to speak to a Supervisor or Escrow Account Employee. I again returned the check, of course " signed '' and track-able with another letter stating I will ALWAYS return excess escrow. The next letter I received was again UNSIGNED stating they would research my concerns. I am a XXXX XXXX, retired, fixed income. home owner. Every penny counts in my life. I have recently had a number of unexpected costs as well as expensive health issues. I am being unfairly treated by a company that does not even sign letters or give me anyone to speak with regarding their unfathomable, explanations. Their increase of {$3.00}, totals in a year, {$40.00}. The last excess escrow funds check I returned was in the amount of {$160.00}. In my life, especially now, every penny of my monthly expenses affects how I am able to live my life. Please help.
Sincerely, XXXX
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| 11/03/2023 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
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- Trouble during payment process
- Escrow, taxes, or insurance
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Web |
Older American |
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My Mortgage company has been Freedom Mortgage for a few years, ive had so many issues with my Escrow payments and adjustments. I have to call in daily just to check and make sure the balances are correct. This year Of XXXX XXXX XXXX XXXX I sent extra every month to my Escrow to make sure i had enough to pay taxes.
I sent between XXXX XXXX XXXX extra. With the {$120.00} from mortgage Escrow The total came out to be {$1900.00}. Freedom Mortgage kept {$900.00} of it and sent back {$1000.00}, Freedom sent me a paper in the mail XX/XX/XXXX that stated my mortgage went up from {$730.00} to {$740.00} to current statement amount of {$770.00}. The reason it went up Freedom Mortgage said i didn't have enough in my Escrow. XXXX Chief Deputy Commissioner of the Revenue said she sent Freedom Mortgage the tax paper XX/XX/XXXX for this year of XXXX stating i was exempt i qualify for XXXX based on city ordinance XXXX XXXX XXXX XXXX XXXX XXXX XXXX. I then refaxed my taxes papers on XXXX through XXXX, Freedom mortgage kept giving me the run around said i had to wait 1-3 days until they received and they never contacted me. I later called back up to Freedom Mortgage talked to XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. Every time i call back they give me anew person and when i present the recent ID number they say that person doesn't exists. They owe me {$400.00} and have not resolved the issue no matter how many times i call up there, they are rude Freedom mortgage gives me the run around all the time and i just want them to make my balance right and i feel that im being scammed out money from catching them this time my payments are wrong, there sending me my Escrow back and then trying to raise my mortgage when they had the money. XXXX from Freedom Mortgage told me if i send them more money they would just send it back to me and persisted on arguing with me. Im a XXXX XXXX XXXX women and im tired of them scamming me, they have been doing this for awhile and this time around im keeping my receipts and staying on top of them because i sent extra in my escrow because i want to keep my taxes down they have not been doing right by me.
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| 06/11/2021 |
Yes |
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- Trouble during payment process
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Web |
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My monthly mortgage payment is XXXX. For this XXXX payment, Freedom Mortgage processed the payment twice i.e. they withdrew twice ( electronically ) the monthly payment from my checking account at XXXX : once on XX/XX/XXXX and another on XX/XX/XXXX XXXX please see the attachment ). I called on XX/XX/XXXX to ask for a refund they said it will take 2-3 business for the refund to be deposited back in my bank account if I can prove that two payments were made, although their own website was showing two payments. On the same day ( XX/XX/XXXX ) I emailed them my bank statement showing running balances including the two payments ( see attachment ).
The main problem is : 1- Until today XXXX, I have not have not received the payment although their website indicates that I was issued a refund.
Lesser problems : 1- Their website shows an escrow refund, which is not correct. The escrow account is for tax and insurance payments and had nothing to do with the case. It was never an issue or discussed or a problem. It is unclear why the say it is an escrow refund 2- They never applied the additional payment anywhere. The money just vanished. Normally it should apply to principle or next month. This is issue is moot if a refund is processed and I receive the money back.
Additional information about the quality of their response/ ; Their customer care was not helpful. I had to make several calls on XX/XX/XXXX. On the 1st call, the representative did not have an answer for why the refund was not issued yet. She had to reach out to another team. After waiting for more than 25 minutes on the 1st call, I was disconnected by the representative. No attempt was made to reach me afterwards. I called again, and the next representative had a different story : she said that it will take up to 18 days for the refund to be issued. When I asked why so long for the refund when the withdrawal took less than one day? she had no answer. I told her that I will report this to the CFPB and to the XXXX XXXX XXXX, she became belligerent and accused me of not hearing properly and misrepresenting what she said and kept interrupting me then hung up.
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| 03/14/2017 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
Older American |
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On XX/XX/XXXX my property, located at XXXX, XXXX, SC was reassessed by the XXXX, South Carolina Tax Assessor 's Office.
On XX/XX/XXXX a CORRECTED copy of the tax notice was sent to Freedom Mortgage, the mortgage company that services my home mortgage.
On XX/XX/XXXX, Freedom Mortgage paid {$1200.00} from my escrow account for the property taxes owed on my home. The amount paid was the amount of the ORIGINAL tax bill, and not the CORRECTED tax bill which was sent to them on XX/XX/XXXX.
The XXXX Tax Collector held on to the payment of {$1200.00} until the middle of XX/XX/XXXX at which time they returned it to Freedom Mortgage. It was returned because it was not the correct amount that was due. The amount due was {$1300.00} because of the reassessment of my property on XX/XX/XXXX.
On XX/XX/XXXX I went to the Tax Collector 's Office and was informed that the amount due was {$1500.00}. There were late fees that have now been added on to the account.
I had been in telephone contact with Customer Service Representatives of Freedom Mortgage on XX/XX/XXXX and was told to outline the problem in writing and FAX a letter to the tax department so that it could be researched.
I wrote a letter on XX/XX/XXXX and FAXed it to the Tax Department at Freedom Mortgage. I called the Tax Collector 's Office on XX/XX/XXXX and they have not received the payment. I telephoned Freedom Mortgage on XX/XX/XXXX and was told a disbursement of {$130000.00} from my escrow account was made on XX/XX/XXXX. The Customer Service Representative stated it should be resolved by XX/XX/XXXX. The account will be DELINQUENT if not paid by tomorrow, XX/XX/XXXX and the amount owed to the Tax Collector of XXXX, South Carolina is going to increase to an amount higher than the current {$1500.00} that is now due.
I am attaching a copy of the letter I FAXed to the Tax Deparment and the documents I received from the Tax Collector of XXXX, SC on XX/XX/XXXX. It should not take six weeks to research a simple tax payment issue. The letter that I sent to Freedom Mortgage has a date of XX/XX/XXXX, but the year was incorrectly typed as it was typed and sent in XXXX.
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| 01/13/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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XX/XX/XXXX, I refinanced my mortgage. Because of the way the dates fell, after payoff I was due back approximately {$1800.00} from my old lender ( Freedom Mortgage serviced by LoanCare ). One month after payoff, I called to inquire about my refund check. The XXXX rep said I had to wait 3 months before they would look into it further or reissue the check. I called back on XX/XX/XXXX. The XXXX rep had trouble finding my information because she said the loan was " closed '' and " archived '' so she had no record of it in her system. She said she 'd put in a request to have it reissued and I asked her to verify my address and she said it was correct. Weeks later ... still no check.
I called back XX/XX/XXXX and was told the earlier Rep had " messed up '' and did n't file the proper reissue request. Then I was told my address on file was also wrong ( they had # XXXX instead of XXXX ). This Rep promised to put a rush on my reissue request. I called back last week because I still had n't received the check. This time I asked to speak to a Supervisor who claimed his name was XXXX XXXX and ID # was XXXX ( but he sounded as if he was lying ). He said my loan was closed and they did n't have access to my information. He could n't confirm the status of my refund check nor whether my address was correct. When I pleaded for help as I needed that money and asked him, would n't he follow up on nearly {$2000.00} if he was in my shoes, he said " No M'am ''. He pretended to take my email address and phone number and promised to follow up. Now nearly 7 days later and he has not followed up nor have I received my refund check. This is illegal for this company to hold my money in this way and claim to have no record of it. I can not believe this servicer is allowed to exist. They are corrupt and a total mess. I just want my money back that is rightfully mine, and I want the CFPB to investigate this company. Just look at their XXXX reviews to see how horrendous they are : XXXX They are stealing from US citizens . Now it is getting close to tax time and I was counting on these funds to pay my property taxes. What am I supposed to do?
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| 07/30/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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I am a recent widowed mother of XXXX young children. My husband was a United States XXXX and a Veteran. I have submitted a complaint to your company before due to Freedom Mortgage not working with me and My world came crashing down and changed in just a matter of seconds when we went to bed XX/XX/2018. I couldnt imagine that would be the last night my husband would be alive. XXXX XXXX XXXX XX/XX/2018 my life changed forever. XXXX suffered from XXXX and some other issues due to fighting for our country. My husband lost his life that night.
My kids were my first thought and then everything else came later. I WAS ABSOLUTELY DEVASTATED. I could not go back to the house for months.When I finally did I tried so hard to keep up with all the bills but I wasnt able to. As a single mother with no help, no job or degree. My veteran benefits were not coming I was stuck so I fell behind on the house I didnt know how to go about things I was so scared. I am not on the loan or title of our home, only XXXX is and there was not a Will. The only thing I have is a letter XXXX wrote stating that I am to receive everything if anything happened to him.
I did get my auction date postponed and have been in touch with the lender as I have been working on probate which has been a long process.My first court date on XXXX XXXX the judge said my petition was poorly done and I had to have a lot of things done to correct it so the next soonest court date was just XX/XX/XXXX and I was finally granted the petition for probate. I let Freedom Mortgage know what I have been doing and asked for a little more time and to postpone the auction so I can save my home and act in good XXXX want to save my home. They stated they could not do a postponement. This is the only home my children know. We have no where to go and no one to help besides the one person who reached out to me. She has been helping me learn about all of this. We have done everything to try and get the auction date postponed but Freedom Mortgage wont work with me. I now have a job and my VA benefits and can make payments and keep up with all my bills. I dont know what else to do.
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| 05/27/2021 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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Last month, on XX/XX/XXXX, I filed a complaint regarding my escrow overage and property taxes ( XXXX ). In the companies response, they stated that they have processed my account as tax exempt and updated the escrow. On XX/XX/XXXX I sent a message stating that a refund in the amount of {$940.00} was mailed from the taxing authority and asking how long it would take to process. I received no response. On XX/XX/XXXX the mortgage company received a refund for XXXX property taxes in the amount of {$940.00} from XXXX XXXX. Instead of refunding the overage to me, which they stated they would do, they put the money into escrow. I was informed that they will not refund the money to me until they receive the refund from the other two taxing authorities. I informed them last month that I already received the money as it was sent directly to me. I informed them of this again today and was still told that they are waiting on it and the research team will follow up on XX/XX/XXXX.
This is message I received : The tax lines have been updated with your Full Tax Exemption for the XXXX and XXXX tax years. A refund in the amount of {$940.00} was received from XXXX XXXX for the XXXX tax year, installment. The funds were placed into the escrow account. We are still pending a refund from the tax office to be placed back into the escrow account for the remainder. The next follow up will be XX/XX/XXXX, nearly three weeks after receiving the money. Enclosed is a copy of the Escrow Account Disclosure Statement, generated on XX/XX/XXXX, for your records.
Even though they acknowledge that I am tax exempt, they are refusing to refund the money. Again they are violating RESPA section 10. They are intentionally and knowingly creating an overage in my escrow account and refusing to process the refund of the money again. I do not understand why it is such a difficult process to have my money refunded in a timely matter, especially when the amount is so high. XX/XX/XXXX isn't even a completion date, it's a follow up date. Since the last complaint, I have sent all correspondence regarding this matter through their online account messaging.
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| 09/14/2020 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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On XX/XX/2020 I was in the process of looking for a XXXX refinance for my VA loan. I found Freedom Mortgage online and submitted my interest in applying for a IRRRL. There website seemed thorough. Within ten minutes I received a phone call back from a gentleman named XXXX XXXX, from Freedom Mortgage. He said he was in the business for 20 years and could help me if my credit score was above XXXX. I said it was. He proceeded to ask me questions such as : What was my home valued at? How much do I owe? He proceeded to calculate how many years I had left to pay '' 27.92 years '' was his response.He wanted to know my homeowners insurance company and the cost per month, as well as my annual taxes and " are they paid in my mortgage and when do I pay for them. '' What is my yearly income? He explained that there will be a {$950.00} funding fee since we did not have a rating on my husbands XXXX. He told me I would not have to bring any money to the closing table and it should take about 30 days to process. There would be no appraisal. My percentage rate would be 2.99. He pulled a soft credit and I have received the report. The problem is when I checked in with him about a week later, he said he was no longer with Freedom Mortgage. He had a sad story that he was pulled from doing loans and I asked what happened with my loan and there was nothing. He gave me a name of someone else at Freedom Mortgage and when I called her she was driving and thought I wanted a job with Freedom Mortgage. Come to find out she does not do loans but is a recruiter. I was truly hoping to refinance so I it would help my monthly bills. I am frustrated because I thought we completed an application over the phone with all the information I provided and getting a soft pull on my credit verified that for me. That also put a dent in my credit so when another company looks they will notice that pull. I did not want to lose the 2.99 percent for my refi. I will look for another company. But, I felt that I should make a formal complaint. I am very concerned that my Personal information may have been jeopardized in some way and feel very vulnerable.
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| 10/20/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Application, originator, mortgage broker
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Web |
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I was contacted by Freedom Mortgage shortly after my mortgage was sold to them from XXXX encouraging me to refinance with them the loan they currently serviced. I was told they would lower my rate and it would n't cost me anything. I asked why they were doing this and they replied if we do n't someone else will. I agreed as long as the term of my loan was n't extended and the rate was lowered and it did n't cost me anything. Documents were mailed to me dated XXXX/XXXX/16. I signed them and returned them XXXX/XXXX/16. I contacted Freedom Mortgage several times after returning the documents to get an update on the process but no one would return my calls. I received a call from Freedom Mortgage inquiring about a loan I had at a credit union and it was suggested I pay it off since it was such a small balance, I did. Once again I made several calls to Freedom Mortgage to get an update and once again my calls were not returned. I finally was contacted by Freedom Mortgage requesting information I explained I had already sent it XXXX/XXXX/16. So XXXX/XXXX/16 I forwarded by fax and mailing hard copies as requested sent the requested information. I then contacted Freedom Mortgage to get an update but once again my calls were not returned. I then received a call stating that since I paid off the lian at the credit union they would have to change my loan. Freedom Mortgage requested I I pay it off and I explained this to them. They said I would need to start the process over because to much time had transpired from when I signed papers in XXXX. By this time its XXXX and they would be sending me more paper work. They have pulled a second credit report which has lowered my credit score because they have not done their job and stayed on top of this transaction they initiated. I 'm unable to " do anything that would affect my finances '' until this refinance is complete is what Freedom Mortgage has told me. I 'm very upset as they started this process and have drug their feet in finishing it. If I go to another institution to refinance my mortgage another credit report will be initiated lowering my credit score yet again.
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| 01/14/2019 |
Yes |
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- Struggling to pay mortgage
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Web |
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I called into Freedom Mortgage for the last 2 weeks in hopes of getting a 6 month unemployment f/b due to the fact that I am unemployed. I am actively seeking employment and have a new job offer on the way. I was requesting the mortgage company speak with my girlfriend. I sent in a third party authorization several times. The company told me that it was received. I had my girlfriend call in on XX/XX/19 after speaking to XXXX at ID XXXX he told her he can't speak with her and hung up on her without any explanation. Freedom mortgage please review the call. XXXX was not knowledgeable, did not have basic information nor could he direct us to receive any information. We called back and spoke with XXXX at XXXX. XXXX verified the callers, received authorization from the account holder to speak with my girlfriend and proceeded to transfer us to loss mitigation to request an unemployment forbearance. Upon speaking with loss mitigation we spoke with a rep named XXXX XXXX who was less than helpful. XXXX did not appear to have knowledge on any of the products being offered. She proceeded to offer me a repayment plan in which I could make the full payment plus the arrearage spread out over 3 months. I kept explaining to her that not only could I not make the regular mortgage payment, there's no way I could get on a repayment plan until I am back working. She contradicted herself several times on what assistance could be offered. When I requested to speak with a supervisor she declined and said she would put in a request for an unemployment forbearance and I would have to wait 7 business days to see if I'm approved. In the meantime we have wasted weeks of our time with a servicing shop that is not knowledgeable and can not assist us with the help that we know is available to us. An unemployment forbearance is in place for borrowers who are unemployed. It's a short term assistance offer. At the conclusion of the forbearance the hope is that we may enter into a loan modification to cure the delinquency. At that time the borrower will be gainfully employed and able to make the mortgage payments and stay in good standing.
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| 04/29/2016 |
No |
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- Loan servicing, payments, escrow account
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Web |
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Moved in the house XXXX of XXXX first payment was supposed to be around {$2400.00} per month, but when I received my bill in XXXX of XXXX it was {$1800.00} per month. Instead of {$1000.00} for escrow and insurance Freedom Mortgage only charged me {$460.00}. I called 3 times and was told this was the correct amount. When I called Freedom Mortgage they let me know about {$300.00} was going towards PMI and {$150.00} was going towards escrow ... The house I live in is around XXXX sq feet. There is no way my taxes are going to be {$1800.00} a year. When my wife and I signed the Final Truth -in -Lending Disclosure Statement we signed for {$2400.00} or at least around this amount. Now fast forward to XXXX XXXX, I get a statement in the mail that my mortgage has gone up to {$3800.00} per month. This is over 100 % increase of my mortgage. The shortage is XXXX for XXXX as I pay XXXX county taxes. If the payments where they were supposed to be at around {$2400.00} per month and the Escrow and PMI was at {$1000.00} per month the amount going to escrow would be about {$700.00} that would be about {$8400.00} per year. This would have left me in a better positon to pay back the shortage. Each time I call Freedom the rep that I speak with gives me different answers. I even had one rep say that the reason its not XXXX is because they added your HOA in the payment and this was a manager. It clearly states the amounts for Escrow and Mortgage Insurance. When I called and spoke with them they act like home owners mortgages go up almost {$2000.00} every day. This is not the way to do business. Now Freedom has added in {$14000.00} for next years escrow to add on to my payments. I did my part and called and made sure the amount was correct and I have never missed a payment and never been late. Someone at Freedom Mortgage clearly made a mistake and they will not own up to it. If there is going to be an escrow account it needs to be closer than {$14000.00}. Something needs to be done and spreading my shortage out over 4 years is not the answer nor is refinancing. There was a mistake made on this loan and it needs to be corrected.
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| 04/22/2016 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
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What do you think would be a fair resolution to your issue?
should have forbearance from XXXX to XXXX ( when I became employed ).
Then from XXXX, I would be due the outstanding balance and be back on my original loan.
However, Freedom Mortgage failed to process my forbearance. Instead, they are restructuring my loan at a higher rate and with a higher principal to capture the amount that should have been on forbearance because they failed to process my forbearance in a timely manner in XXXX.
I requested the forbearance in XXXX and the forebearance should have been processed in XXXX before I became employed in XXXX. However, due to Freedom Mortgage 's negligence, the forbearance was never processed and instead, Freedom Mortgage is restructuring my loan since we are now in XXXX.
Please process the forbearance with a date of XXXX and update my accounts.
Please send me the full amounts due as of XXXX XXXX, 2016 and I will issue payment.
Then I will be back on my original loan with the original principal and interest rate rather than the inflated principal and interest rate as a result of Freedom Mortgage 's negligence.
Once the forbearance is on my account, then the credit bureaus will need to be contacted to revise my credit scores since I am not past due but in forbearance. Then my credit will be better so I can move to another lender in a year.
Right now, because Freedom Mortgage has failed to process the forbearance and is moving to a loan restructure, I have a more negative credit as a late payment rather than loan on forbearance. This makes it impossible for me to move to another lender in the future and forces me to remain with Freedom Mortgage at a higher principal, higher interest rate and in a loan restructure I did not consent to.
Had they processed the forbearance request in a timely manner, then I would just pay my amounts due as of date of first employment and be back on my original FHA loan.
Freedom Mortgage is using their own negligence to force me into a new loan with them and exclude me from being able to borrow from someone else and get away from their unprofessionalism.
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| 11/30/2023 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
- Changes in loan terms during the application process
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|
Web |
Older American, Servicemember |
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In XX/XX/XXXX I refinanced my home with FREEDOM MORTGAGE with the help of INLINE LENDING who handled all the paperwork. Because of XXXX they sent a XXXX to the house to have all the paperwork signed. We signed all the necessary paperwork, or so we thought, and the loan was processed. In XX/XX/XXXX I received an email from XXXX XXXX XXXX saying that they needed my signature that was missed and that they wanted me to have that document signed, to which I said OK. I then received a voicemail from a XXXX addressing me as XXXX saying that they would meet at a given location ( XXXX is my wife ). XXXX immediately checked with her attorney who advised her not to sign ANYTHING since I was going through a bankruptcy. Mind you I was the ONLY one on the loan and I was the ONLY ONE declaring bankruptcy.
Since then we have received threats of the loan being called and foreclosure on the property. They also sent me a copy of a document that I signed saying that I would fix any errors that were made, however that document was only good for 365 days after the loan closed. They have also said that we intended to defraud Freedom Mortgage so that we could benefit from the missed signature in some way and that is not true... we did not even know that we missed a signature.
The fact is that they neglected to do their due diligence and check all the documents prior to processing the loan. According to HUD rules when they accepted our payment of the closing costs they accepted the responsibility of ensuring that ALL THE PAPERWORK was in good order... .IN SHORT THEY PUSHED THROUGH A FRAUDULENT LOAN, BUT THEY ARE TRYING TO BLAME US FOR THE MISTAKE.
On a separate note they also list my Ethnicity as XXXX on the loan which is far from the truth.
I am attaching a copy of an email I received from an attorney saying that I need to comply with their requests of face eventual foreclosure of my home for a mistake that THEY made. They have intimidated, threatened and harassed me and my wife for the past few months and they continue to indulge in unethical business practices. Please address this problem... ..Thank you ... XXXX XXXX
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| 10/26/2017 |
Yes |
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- Trouble during payment process
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Web |
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I have been trying to have Freedom Mortgage cancel my PMI per mortgage disclosure document language. I tried multiple times over the phone but the operators ( who read off from a computer ) kept telling me that that I have not reached 78 % loan-to-value. I said the calculations should be from the original sales price ( mortgage language ) and they told me its the balance ( loan amount ) at the time of the refinancing with them. They told me to email in writing to their customer service.
On XXXX XXXX, XXXX, I sent my first email saying that my mortgage disclosure document states when the loan-to-value of mortgage reaches 78 % of the initial sales price or appraised value, whichever is lower, and paid for at least 5 years, the monthly insurance premium will be eliminated. I had been paying the premium for 8 years since the original loan of XXXX. The appraisal of XXXX was the same as the sales price. When the mortgage was refinanced with Freedom in XXXX, there was no appraisal done during their streamlined refinancing promotion.
On XXXX XXXX, Freedom sent me a generic response without answering my specific letter, saying that FHA will determine when a borrower has reached 78 % loan-to-value ratio.
On XXXX XXXX, XXXX, after receiving the generic response letter from Freedom, I sent a second email including language as well as attaching Title 12 U.S. Code 4901 ( 12 ) which came about after PMI Cancellation Act of 1999. It states : " The term original value, with respect to residential mortgage transaction, means the lesser of the sales price of the property securing the mortgage, as reflected in the contract, or appraised value at the time at which the subject residential mortgage transaction was consummated. In the case of a residential mortgage transaction for refinancing the principal residence of the mortgagor, such term means only the appraised value relied by the mortgagee to approve the refinance transaction. '' On XXXX XXXX, XXXX, Freedom mortgage sent me the same generic response letter.
I believe I have met the intent of U.S. Code 4901 ( 12 ) as well as the mortgage disclosure langauge.
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| 08/24/2020 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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|
Web |
Servicemember |
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I am a current VA mortgage holder with Freedom Mortgage. I was called by XXXX XXXX NMLS # XXXX, on or about XXXX XX/XX/2020, XXXX ext XXXX and emailed by his XXXX XXXX XXXX XXXX # XXXX, XXXX XX/XX/2020, XXXX regarding refinancing my home loan to 2.375 %. I completed all the paperwork they sent digitally and Freedom Mortgage handed my closing off to XXXX XXXX XXXX ( XXXX # XXXX ). XXXX XXXX XXXX sent a " Borrower Confirmation '' email stating the date of closing would be XXXX XX/XX/2020, XXXX EDT at my home address. The email also stated that the signing agent conducting the closing w/ Freedom Mortgage would be XXXX XXXX XXXX XXXX DBA XXXX XXXX XXXX XXXX. On XXXX XX/XX/2020, the signing agent did not show up at my home, did not call, did not text or email. I have yet to hear from Freedom Mortgage, XXXX XXXX XXXX or XXXX XXXX XXXX XXXX. I called XXXX XXXX and XXXX XXXX XXXX XX/XX/2020 and left voicemails. I also called XXXX XXXX, XXXX XXXX, XXXX and left a voicemail. The evening of XXXX XX/XX/2020 I emailed XXXX XXXX, XXXX, XXXX XXXX, XXXX, XXXX. I have sent additional emails to these individuals on XXXX and XXXX XXXX. I have left three voicemails with XXXX XXXX and never received a call back. Freedom mortgage ( XXXX ) states that she has handed over my case to Freedom Mortgage Closing department and can do no more. On XXXX XX/XX/2020 I was on hold with the Freedom Mortgage " Escalation '' department for over 1 hour and 15 minutes before I hung up. On two other occasions I called Freedom Mortgage customer service and provided a call back phone number. NO ONE from Freedom Mortgage has contacted me. In the mean time, all my personal information regarding the refinancing of my mortgage is out there somewhere and I am concerned that my home title could be at risk of fraud. I wrote a negative review on the XXXX website on Freedom Mortgage and I lodged a complaint on Freedom Mortgage webpage. At this point, I don't even care about the refinancing, I just want my data/title protected and this action to be closed. I need to be contacted by Freedom Mortgage Closing department so we can get this resolved.
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| 11/12/2018 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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My VA home loan has been in a loss mitigation for 2 years. The company, Freedom Mortgage, was still waiting for my previous loan company ( XXXX XXXX ) to forward the mitigation packet I had begun with them, for 2 months before my suggestion of me resending the packet to them was accepted. After delinquent amounts rose to high levels I could never repay and my VA approved counselor began pushing on her side, a mitigation was approved, my acceptance sent back and loan papers sent out to be returned within 5 days - I received a letter 7 days later saying mitigation denied for lack of papers being returned, maybe I could re-apply!
My VA approved counselor pushed back and found XXXX had left a package on my porch, no signature required and still hve n't found! Another packet sent out, but legal property described therein was for an address in another state! A month and a half later ( with more pushing from my counselor ), a corrected packet was sent but letter received mitigation denied, paperwork never returned - maybe you can apply again!! XXXX had dropped on porch, no signature required and package never found! A new package sent, signed and returned.
2 months previous, our insurance dropped our home insurance because Freedom told them it was in foreclosure and they couldn't reinsure without approval from Freedom and issued a closeout check. Freedom told me insurance would be figured on new financing and refund was between insurance and me. Insurance said they couldn't take it back because Feedom had closed it!
So after packet sent in, we received a letter notifying of escrow shortage ( amount of refund sent back! ) and notice of higher expected payments due! As of todays date, still haven't received final loan docs but told that first payment due last week ( a week after final docs sent in! ) was {$170.00} more than our original house payment that we were stuggling to make!!!
So after 2 years, it appears that my only recourse is to let them have the house - i'm to the point employment-wise that the original payment amount would be do-able, but their efforts did nothing but cement a bad deal.
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| 12/17/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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We closed on a refinance with Freedom Mortgage on XXXX XXXX, 2016. On XXXX XXXX I was told to cancel auto payments and to NOT make payments for XXXX and XXXX. However the autopayment had already gone through on XXXX XXXX. I called customer service to cancel the autopayments and was told we would be refunded the {$1100.00} payment made in error two weeks after closing. It is XXXX XXXX, no refund check and no one at Freedom Mortgage is willing to help me figure out what happened to our money. I called customer service who said they have no notes about a refund, but opened a ticket and I never heard back. I called the closing agent, XXXX XXXX XXXX, and they said they had no notes about a refund but sent an email to Freedom Mortgage. Never heard back. I called the loan processor, XXXX XXXX. She talked to her supervisor, XXXX, and said the payment made in error was included in the payoff. But they told me to call servicing who said a refund of {$1800.00}, a combination of the surplus payment and escrow money was due to us and to call back if we do n't receive it by XXXX/XXXX/16. No check. I called servicing again today and the agent could n't help me and transferred me to the Escalation department. The Escalation department told me again the XXXX XXXX payment was taken from our principal and we were not due a refund. I asked what is the {$1800.00}. She investigated with her supervisor but in the end could not give a response, and transferred me to a voicemail. I finally hung up. To say I am frustrated with Freedom Mortgage is an understatement. I ca n't find a single person who is willing to sit for 2 minutes to really understand what happened to our money. I just looked on my closing statement and the amount to be paid off was {$170000.00} with an escrow credit of {$610.00}. The payoff posted on my account is XXXX. If I subtract {$170000.00} from {$170000.00} I get {$610.00}. The XXXX XXXX payment for {$1100.00} was NOT included in the payoff. The closing statement was based upon the fact that we would not be paying XXXX and XXXX so the XXXX XXXX payment was not considered when the loan was paid off.
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| 11/19/2018 |
Yes |
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Web |
Servicemember |
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We sold a property in XXXX, WA, XXXX XXXX XXXX XXXX, XXXX, WA XXXX, and closed on XX/XX/2018. We contacted the Mortgage Company, Freedom Mortgage, and gave them a change of address to send our escrow refund. On or around XX/XX/XXXX my wife contacted them to verify that they indeed had our correct address and asked if they had sent an escrow refund. They stated that a check was issued on XX/XX/XXXX and mailed on the XXXX. We waited a week, and called back stating we had not received the escrow refund, but did receive other mail from Freedom Mortgage with our correct address. They said give it 5 more days and then if by XX/XX/2018, we had not received our check they could void the original check and send us a new one. The following day we received an account closing statement, with no check, so we called them back and asked if the figures were correct, they said yes, and then we inquired as to whether a check should have been in that statement and they said " sometimes ''.
My wife called back today, XXXX XXXX, 47 days after we closed on the property, and they told her they would void the check and submit another within 10 days. I got irritated and asked why another 10 days and they said it was " Policy ''. I asked what the federal requirements were for refunding an escrow account and they did not answer the question. I then asked why they did not cancel the check when we first contacted them and told them there was an issue, they said they could not. After repeated questioning they did admit they could have cancelled the check but their policy is not to, but rather re-submit a new check after the 10 day period, meaning we would not receive our escrow refund for well over 60 days after closing.
I went to CFPB website, found where the law states they have 20 days to return the escrow, and I am asking for your help.
We did our part by contacting the mortgage provider multiple times to inform them of the issue, waiting patiently, and now we have been lied to concerning the policy of the company, that a check was sent when one was not, and that they had up to 60 days to refund and escrow account.
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| 07/27/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XX/XX/XXXX, I called Freedom Mortgage customer service to inquire about the PMI for my converntional mortgage. I explained that I'm closing in on 80 % LTV and that I'm confident that if I had my house appraised it would appraise higher than the initial value and push the LTV below the 80 % mark. They looked into the account and then instructed me to send an email to customer service to start the process. After submitting the email I received a letter in the mail stating the steps to complete the appraisal of my house and the conditions that had to be met. In this letter it clearly states that the appraisal must demonstrate a Loan-To-Current-Value ration of 80 % for loans aged greater than 5 years.
The appraisal resulted in the following : Sales Comparison Approach : XXXX Cost Approach : XXXX The conservative value of XXXX was used as the official value of the appraisal which placed the LTV at 77.01 %.
I received a letter on XX/XX/XXXX stating that after a review of the account, the request to remove PMI was unable to be approved. The reason being that a LTV of 75 % was required. I have made four calls to customer service to gain clarity on what the requirements are and also to understand what the age of my loan is. Neither question could be answered satisfactorily. From my point of view the request was denied with a stated reason that contradicts the attached letter stating the requirements. When I asked to speak with someone that has knowledge of how the PMI requirements work I was told that they do not take calls and there is no way to contact them.
In addition I have completed 70 payments on my mortgage promptly and in excess. The best answer I have received to date is that my mortgage is not greater than 5 years ( first payment XX/XX/XXXX ). Proof has been shown that value of the house has increased and I have excellent credit. I have tried to explain to Freedom Mortgage that my mortgage being 70 months old is actually greater than their requirement of 60 months but they disagree.
As a consumer I should not be billed for unnecessary private mortgage insurance.
Thank you, XXXX
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| 12/21/2017 |
Yes |
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- Trouble during payment process
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Web |
Older American, Servicemember |
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My complaint is with Freedom Mortgage, XXXX XXXX XXXX, XXXX, Ind XXXX ; the mgr. of the Tax Dept is XXXX XXXX. The first problem arose when {$930.00} was required monthly as the escrow payment. The total annual property tax for XXXX is {$8200.00}. The monthly amount should be {$690.00} in 12 monthly increments. Instead, Freedom requires an additional {$230.00}. When we questioned the excess amount, Freedom said they were assuming a large tax increase in XXXX. This assumption conflicts with California law which limits an increase to 2 %. The assessor analyzes property values each year and adjusts the tax bill up or down based on this analysis done between XXXX and XXXX.
Currently there is {$9200.00} of our money in that escrow account. The extra {$230.00} over six months will be {$1400.00}. We did not want an escrow account as we are able to pay any property tax and did so with other mortgages, paying directly with no deliquencies. Freedom does not allow us to manage the property tax payments although they are doing a poor job and failed to pay the taxes on time. We sent a fax to Freedom with the tax bill in XXXX and asked that the entire amount be paid. Customer Care provided the fax number. The fax was addressed to the Tax Dept. The County tax office confirmed this week that the tax was unpaid and delinquent with a penalty assessed. A call to Customer Care revealed that the fax was buried somewhere in the files and was not forwarded to the Tax Dept. We want the escrow account terminated given the incompetent management. Calling Customer Care is useless as each time you get a different person. We were told to send the tax bill but were not given the correct fax number. Freedom does not issue guidelines for tax bill payment and apparently does not track tax information on the County website where the tax bill, including the Secured Supplemental Tax Bill is displayed. This is a flawed system that does not work for the consumer. That impound account belongs to us and we are capable of handling the tax bills. Please help us out of this nightmare. There is no benefit to us from this arrangement.
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| 09/19/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
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Web |
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On XX/XX/XXXX a principal and interest payment was paid in the amount of {$970.00} for my XX/XX/XXXX principal and interest payment. I understand that my principal interest taxes and insurance ( PITI ) payment is a total of {$1200.00}. My escrow balance due for the month of XXXX was paid on XX/XX/XXXX completing my XXXX escrow payment. When my loan was originated I promised to pay a certain amount for principal and interest each month to avoid any foreclosures and added interest that may accrue, and I have committed to that agreement since origination. A mortgage company is unable to pursue foreclosure on unpaid escrow so why are they able to report to the credit bureaus negatively when the escrow balance was not paid?
Per my credit reporting Freedom Mortgage reported me as a 30 day delinquent because my payment ( PITI ) was not paid for the month of XXXX ; however, on my report it showed that I was in the arrears of over {$2200.00} which is not correct as they stated in their response dated XX/XX/XXXX ( which I just received on XXXX ) that my payment of {$1200.00} is the full payment for the month of XXXX. When i initially wrote to Freedom Mortgage I advised that my principal and interest payment was paid prior to the reporting date to the bureaus as well as my escrow payment was also paid for the month of XXXX prior to them reporting to the bureaus and asked that the revise their reporting and report the month for XX/XX/XXXXas current because the principal and interest payment was paid on time. Unfortunately, they declined my request, and provided me a response.
Please help me with the following : 1- Update my credit report for the month of XXXX to current as the principal and interest payment was paid in the month that it was due.
2- Explain to me how the credit bureau is showing a delinquent amount owed for over {$2200.00} when my payment is almost half of that.
3- Explain to me how the mortgage company can not foreclose on unpaid escrow but they are able to report negative on a credit report if the principal and interest payment was paid but not the escrow portion of their payment.
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| 09/24/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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I acquired a mortgage with JG Wentworth XX/XX/XXXX. My first payment was due XX/XX/XXXX. On XX/XX/XXXX XXXX XXXX acquired my loan and instructed me to make payments to XXXX XXXX beginning XX/XX/XXXX. My payment was made to XXXX XXXX on XX/XX/XXXX and processed by my financial institution on XX/XX/XXXX.
In XX/XX/XXXX I applied for a refinance and was denied because JG Wentworth placed derogatory credit information with XXXX XXXX. My credit reflected late payments of 60+ days for erroneously reported missed payments for XX/XX/XXXX. In an attempt to rectify the information, since the payments were no longer due to JG Wentworth during the time reported to XXXX, I found that JG Wentworth was no longer servicing mortgages and did not have contact information to dispute any information presented to the credit bureaus. The phone number listed on my credit report XXXX XXXX XXXX XXXX is no longer in service. My only resolve was to file a dispute with XXXX in XX/XX/XXXX.
On XX/XX/XXXX XXXX returned the investigation results and verified the disputed information as accurate, denying my dispute. In addition, XXXX updated the information on my credit report, pertaining to JG Wentworth account, to reflect a Pay Status as 'Account 60 Days Past Due Date ' for the payments due XX/XX/XXXX and XX/XX/XXXX. The additional details were not only inaccurate but severely damaging my credit score.
Upon contacting XXXX XXXX disputes department by telephone on XX/XX/XXXX, I was informed that all information was verified by the creditor electronically and they could not make further changes. They instructed me to call the phone number on my credit report. This phone number to JG Wentworth is not in service.
JG Wentworth 's erroneous reporting of my credit information has caused me to miss out on refinancing offers that would have benefited my family and I financially. Further damage was caused when JG Wentworth increased the amount of months reported past due to XXXX XXXX. My credit score has substantially dropped due to the additional false information. I am now below 700 and can not acquire mortgage products.
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| 12/17/2020 |
Yes |
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- Trouble during payment process
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Web |
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This is a two part compliant.
One ; during the shutdown, Freedom Mortgage, CEO & President sent out an email advising me that due to the pandemic any late fees incurred during said month would be waived. However, none of these have been waived.
The only income my husband & I receive is from his employment & my business. Well as you know, 2020 has been a year of lack. So during the shutdown, we did not receive any income what so ever. For 6 weeks we had XXXX money coming in. Unemployment finally came but not until sometime in XXXX & we are still waiting on the remaining. And this was only to supplement my husbands income. We still had to pay our Business Bills on top of our home.
We also did not receive the " Stimulus '' money like everyone else. We didn't get it until a few weeks ago. So a Hardship is defiantly an understatement.
I have called many times & requested these late fees be removed as I was told they would before they were incurred.
Still No One Ever Removes them.
TWO- Freedom Mortgage did an escrow analysis in XX/XX/2020, using incorrect numbers. This caused a great increase in my mortgage payment. I called and argued many times. I explained they were using figures based on homeowners insurance I no longer had ( I got a cheaper rate ) & Taxes that had been appealed.
Freedom Would Not budge. So I waited until after they paid my HOI & Taxes, having a very substantial amount left in my escrow, I called them again, & Requested YET another escrow analysis. I stressed that I need this money, I am struggling to keep my business going & my home. I was advised it would be available in 10 days -2 weeks. Well no one ever contacted me, and today when I called, I was advised I would not be given the analysis, " Just Because ''. Nearly {$1000.00} in my escrow account, MY MONEY, I need it & they will not give it back. There is no reason to keep OVERCHARGING me, when I am struggling. I don't want to refinance my home. I want my money, I want you to stop overcharging me. I want you to pay me interest on my money, just like you charge me.
Freedom Mortgage is not honoring what they say.
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| 03/20/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
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This mortgage was originated with XXXX XXXX XXXX XXXX XXXX in the fall of XXXX, in order to reduce my mortgage interest rate with XXXX at the time that was more than 7 %. My experience with XXXX I was victimized three times.
1. XXXX withheld one of my payments without posting it and then reported me to the credit bureau for being late.
2.XXXX to increased my mortgage payments because the XXXX XXXX XXXX Department of water , claimed that I owed them a {$10000.00} as I was disputing the charges with the XXXX XXXX XXXXXXXX water Dept. I had to take out a loan to pay the bank or have a {$1000.00} mortgage increase.
I have a single family home but my bill was sometime {$700.00} but this stopped was I had them installed a new water meter. My water bill since average {$200.00}.
3. As I was processing the refinancing of my home with XXXX XXXX XXXX XXXX XXXX XXXX attached an additional {$15000.00} onto my closing cost.
So as I started this new account I always paid my mortgage a month ahead. Through automatic deductions 1. Freedom mortgage have held my automatic deductions payments at one time just like XXXX but they could not report it to the credit bureau.
2. Freedom mortgage also once have applied my advance payment to my mortgage principal without discussing it with me MY COMPLAINT HERE : Freedom mortgage have opened an escrow account sometime earlier this year XXXX, for taxes and insurance.
My mortgage, however call for me to pay my own taxes and insurance : 1. I call the XXXX XXXX XXXX Department of finance, they informed me that my tax payments were on time.
I mailed my XX/XX/XXXX tax payment in XX/XX/XXXX, the was paid on XX/XX/XXXX approximately. The XXXX tax customer service, Advised me that when you use the United States Postal Service to make tax payments, it could take up to five weeks before being posted to your account. So the city have started a new pay by phone system.
My next tax payment is due in XX/XX/XXXX And my insurance is paid until XX/XX/XXXX My next mortgage payment should be XX/XX/XXXX, but my bank changed it to XX/XX/XXXX for an increase of nearly {$400.00}.
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| 01/22/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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My mortgage loan was sold to Freedom Mortgage on XXXX XXXX, XXXX. I was notified in mid XXXX. Upon notification I called Freedom Mortgage to request that they pay my XXXX RE taxes from my escrow balance before XXXX XXXX so I would be able to deduct the payment on my XXXX tax return. They said they would not do it. I made several attempt to resolve this and finally was told my a supervisor named XXXX XXXX that if I personally paid my taxes that an escrow analysis would be performed upon confirmation from XXXX XXXX that the taxes have been paid and the funds would then be paid to me ; reimbursement by my escrow account held by Freedom Mortgage. I was concerned that I would not be reimbursed for many months but was assured by XXXX that the analysis would be performed promptly upon confirmation that my taxes were paid. This was late XXXX and I personally paid my taxes. XXXX would not give me her direct number or extension which I requested. I attempted to contact her by asking for her by name going through the customer service number. I was able to get through to her voice mail once and left her a message. XXXX did call me back and left me a voice mail but did not leave any information as to the status of my situation. I have XXXX other attempts to contact her and was refused by the agents to get transferred to her or her voice mail. I was told my XXXX of the agents that I would get a call back the next day regarding my situation. The call was never received. I called again today and again they refuse to transfer me to XXXX and that an escrow analysis would not be performed because Freedom Mortgage paid my RE taxes in early XXXX. So, a reimbursement would not be possible. Repeated requests to speak to XXXX were refused. The agent I am speaking to, as I write this, was able to get in contact with here while I was on hold but refused to transfer me to her or her voice mail. Horrible customer service experience as well as not following through with what they told me they were going to do. I am now at a loss as to how to resolve this. So, a timely reimbursement of my funds is now not an option.
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| 10/13/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Due to prior problems I setup AUTO pay with Freedom Mortgage. Every XXXX of month they ACH deduct my mortgage from my account. My XX/XX/2022 payment was deducted as usual. On XX/XX/2022 i received a credit back from Freedom Mortgage for the amount of the payment ( although it took time to research who it was ). I could not contact the company via website or phone, there sytem was busy and my login for the website said my loan servicing had been transferred.
I never received any letter stating this would happen. And it was not on the website as of me investigating as of XXXX. I left several messages no answer.
Subsequently i starting recieiving debt collecting calls from XXXXXXXX XXXX. I refused the first thinking it was fraud. I spent multiple hours on the phone " verify '' information. The tone of the calls was I didnt pay my mortgage when i had.
Freedom mortgages letter states it would foward any payments after XX/XX/XXXX. But my payment was XX/XX/XXXX. It was sent back to me.
Freedom mortgage didnt inform me of the transfer, it violated its own letter by sending the money back to me earlier than the later stated. This whole situation took many valuable hours as I work nights in healthcare.
XXXX says they are hearing many complaints about Freedom with the same basic information. Freedom is not informing customers of changes in a timely fashion and RETURNING legal payments they have after they have cleared for days.
XXXX has me down as late paying, even though Freedom processed the payment. And it will take weeks to be ashured i wont have a mark on my credit.
People who pay their bills ontime shouldnt have to spend hours on the phone to research where there mortgage is sold to. And have to deal with the Former company witholding and diverting payments after made, and treat the people who paid ON TIME as if they didnt. Money was removed from bank on XXXX, it cleared then on XX/XX/XXXX a ACH was sent back to me refunding it. They never notified the new bank that I had paid on XXXX. The new bank XXXX made multiple calls to my work and home. Stating i have not paid my mortgage.
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| 04/05/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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I came out of XXXX forbearance in XX/XX/XXXX. I promptly filled out a loss mitigation application with my mortgage servicer, Freedom Mortgage. I have email confirmation that they received my application. They sent me a letter stating that they needed the IRS form XXXX and a letter explaining the extra income sent in. I promptly sent in their requested additional documentation, and have email confirmation that they received the additional paperwork. Every time I called in to check on my status, I was told " it takes a while and to be patient. '' In XX/XX/XXXX, I was finally told that the time ran out on my application in XX/XX/XXXX because they did not have a properly filled out IRS Form XXXX. I had filled out this form and they never told me other than the confirmation of receipt that it was wrong or missing. I went back and forth several times with their customer service personnel and escalation specialists. However, I was never given a reason as to why this oversight happened and no one from this company has ever communicated with me or followed up with me. This seems to be a very clear violation of 12 CFR 1024.41 ( b ) and subsequent subsections concerning Loss Mitigation Procedures under RESPA.
I spoke with them again today to inquire about my NEW application for loss mitigation assistance. I was told AGAIN that they were missing IRS Form XXXX as well as several other documents. This was the first anyone had communicated with me in two weeks and I was never notified that the application was incomplete. Again, in violation of RESPA. To make matters worse, I submitted all of these documents and application through Freedom 's own website application process. You can't continue through their web-based applicaiton process without uploading the proper documents and filling out the application completely. I feel that Freedom is purposely running out the clock on these applications to be able to foreclose on customers so that Freedom can profit off of the large increase in housing value over the last two years. This is unconscionable and immoral and their violations of RESPA are illegal.
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| 03/28/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My name is XXXX XXXX and my mortgage was transferred from XXXX to Freedom Mortgage XXXX XXXX of XXXX and somehow the property tax for the XXXX XXXX of XXXX was not paid by Freedom Mortgage. When I came to know about this in XX/XX/XXXX, I faxed the property tax bill ( for a property tax of {$3300.00} which included {$220.00} as interest/penalties if paid in XXXX ) and have been checking at least once in 2 weeks and all I got the response from them is they are working to pay it out. First I was told it will be settled by end of XXXX On reaching Freedom Mortgage over the phone as it was not paid in XXXX, they said it will be settled soon. I got a letter from XXXX County that the property will be put up on sale if the taxes are not paid. Again on reaching Freedom Mortgage over the phone on XX/XX/XXXX, the representative noted, it will be settled on XX/XX/XXXX ( now the property tax with penalty increased to {$3400.00}. {$270.00} as interest/penalty ). To my surprise, the property taxes were not paid on XX/XX/XXXX. I called the XXXX county office and they confirmed that the taxes are still not paid. I called Freedom Mortgage again on XX/XX/XXXX and even talked with a manager of Freedom Mortgage and he noted that it will be settled and I will get a call from Freedom Mortgage. No call received from Freedom Mortgage and I am completely blindsided as what is happening. To ensure I am on the good books of the government, I am planning to go to the XXXX County office and remit the Property Taxes directly on XX/XX/XXXX.
I feel that I and my family are getting stressed out for something which we should not be worrying and as a customer who has paid all the mortgage payments for the last 5+ years on time, facing such an issue is something which could have been avoided by Freedom Mortgage on time if the correct process were in place for analyzing customer complaints.
Property Tax bill attached Note : I have given authorization to my husband " XXXX XXXX '' to talk with Freedom Mortgage on my behalf and he has been talking with Freedom Mortgage with regard to paying the property taxes which are due.
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| 11/14/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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Web |
Servicemember |
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I submitted a complaint through the XXXX XXXX XXXX as well as the Consumer Financial Protection Bureau on XX/XX/2019.
This complaint related to erroneous information placed on my credit report by Freedom Mortgage.
Amazingly the very next day, Freedom Mortgage shifted alot of the disputed funds around to the correct locations. I have disputed the incorrect information reported to the Credit Bureau in XXXX of 2019 which reflected I was 30 days past due. However this was due to Freedom Mortgage 's inept customer service and the fact they used the wrong account information provided to them fpr payment. After the payment was returned for this reason I re-submitted the payment. Which caused me to be 30 days past due. The fact that I was 30 days past due XX/XX/2019 which was solely their fault. I have spoken with my financial insitution to confirm these errors commited on their behalf.
I am a 100 % XXXX Veteran and this is a Dept of Veteran Affairs Loan. I feel that all of these problems were purposefully done by Freedom Mortgage because I backed out of continuing the refinance process ( XX/XX/2019 ) with them. Since then I have had several misapplied payments as well as spoken with over 20 representatives almost on a weekly basis. Each representative is uninformed and I have to reexplain every thing to them and they can not give me an explanation. The ones who have provided some explanation, always have a different explanation. Furthermore, they have insisted that they could not correct these misapplied payments because they have already been sent to their investors. Which is when I filed complaints. The fact that Freedom Mortgage corrected all misapplied payments the following day, shows an admission of guilt/mistakes on their behalf concerning my account.
Today, XX/XX/2019 they updated my credit report with a date of XX/XX/2019 reflecting that I owe more than I currently do according to the statement they sent me. This makes the credit bureaus see it as an increase in my debt. Unfortunately, I can not unnecessarily refinance my home with another company or I would certainly do so.
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| 03/10/2018 |
Yes |
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- Trouble during payment process
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Web |
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I was approved for an FHA loan - 30 year, fixed, 3.5 % interest rate - originally through XXXX XXXX XXXX. Very soon afterwards, my mortgage was sold to Freedom Mortgage. Due to having some health issues, I had to take off some time from work and became late in my payments. During that time, I was generally about a month behind. The company would discuss loan modification with me, but then would generally comment that they would not recommend I do the loan modification and instead I should just try my best to catch up on payments. In the process of trying to get all that settled, I had several things happen which made me about two months behind. Just when I was getting caught up, I was notified that my mortgage was increasing from {$1000.00} to {$1600.00}. When I called about this significant increase, I was told that the company had completed an Escrow Analysis and determined that they were not having me pay enough to meet my property tax requirements. Initially my payment was broke down as follows : principal {$880.00}, escrow {$150.00}. They said that they had increased my escrow payments to {$510.00}. Additionally, they said that I had a deficit in my escrow and therefore, I would have to pay an additional {$290.00} per month towards that. When I asked why they had not recognized this issue from the get go, they told me that my house was a new development and therefore they did not have the tax information. However, my parents have had a house built in the same area that I live in and their escrow payment for taxes and insurance was assessed properly. I was a first time home buyer, no one explained caught this oversight during closing or any time before I closed. Although I was able to borrow the money to pay the deficit in the escrow, my payment has still increased significantly. I am afraid that I will lose my home. Are there any suggestions on how to address this? I have continued the loan modification process, although, every time I turn around there is something they need that they never said anything about before. I just would like help with guiding me through this process.
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| 12/29/2023 |
Yes |
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- Struggling to pay mortgage
- Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
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Web |
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I originally applied for XXXX assistance in XX/XX/XXXX prior to missing a payment as I had been unemployed since XX/XX/XXXX and my unemployment income ran out. Online, it kept saying that my application had expired and I needed to do a new one ( I had just completed it ). I called Freedom Mortgage on XX/XX/XXXX and spoke with XXXXXXXX XXXX XXXX and she was supposed to submit the XXXX request on her end. She stated I would have a decision on XX/XX/XXXX.
After the application supposedly went through, documentation was requested and I provided that documentation on XX/XX/XXXX via e-mail, within the timeframe I was allotted. I received a phone call XX/XX/XXXX, which had no substance to it. They asked if I had any questions and if I submitted my documentation ( they should be aware that I did ). She also stated they previously requested " Letter From Agency ''. Again, information I already know and already provided them. She asked if I knew which agency they were talking about. " Letter from Agency '' is vague and does not specify what they need or from whom. However, unemployment agency and food stamp information were already provided in the XX/XX/XXXX e-mail.
I made a payment XX/XX/XXXX and on XX/XX/XXXX, I received an e-mail that said my account status has changed. I logged onto the website and it no longer says my account is in XXXX XXXX XXXX. When I try to look at my application, it is again saying that my application has expired and I will need to submit a new one.
This has been the endless cycle of submitting and resubmitting their applications. They claim you have online access to view your account, but when you go online and click on XXXX application it circles you back to another webpage and you can never get the information you need or want. They even admitted on a phone call that it does not work properly ( XX/XX/XXXX phone call ).
This has been beyond frustrating and should be unlawful to have a process that takes you in a circle because they do not really want to assistance with a loan modification when the consumer is having extenuating, short- term circumstances.
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| 03/28/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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During the Covid pandemic my wife lost her job. We took a forbearance with our previous lender XXXX XXXX. While in forbearance our mortgage was sold to Freedom Mortgage company. I contacted Freedom to reinstate my loan to begin making payments again. My option was to make a lump sum payment for the past due amount or apply for a loan modification. I chose the loan modification as I did not have funds to repay the entire amount.
I was told that 3 trial payments needed to be made beginning XX/XX/XXXX. We made the three payments and continued making regular monthly payments. We received notification in XX/XX/XXXX that we failed to make our XXXX payment. We had indeed made all of our payments but unbeknownst to us at the time, they assigned our 3rd trial payment to XX/XX/XXXX and our XXXX and XX/XX/XXXX payments were applied to XXXX and XX/XX/XXXX.
Our only recourse was to reapply for a modification which we did. We received the paperwork in XXXX with instructions to wait upon their notary service to contact us. At the time I was not provided the contact information of the notary. I had multiple subsequent contact with Freedom Mortgage inquiring on when the notary service would contact me. The last time I contacted Freedom Mortgage was XX/XX/XXXX, the representative gave me a number to call directly to the notary service. When I contacted the notary service I was told my paperwork had expired. I asked the Notary service why they did not contact me, they stated they had called on three occasions but I didnt answer the phone. I asked why they did not leave a voicemail and she responded that their policy is to not leave voicemails. She also mentioned that my caller ID would show scam likely. I then contacted Freedom Mortgage to see what can be done. This was early in XX/XX/XXXX, customer service at Freedom confirmed my modification had lapsed and that she would resubmit it. Today XX/XX/XXXX I called Freedom Mortgage to ask when my modification paperwork would arrive. I was out on a brief hold and then told the agent I spoke with a few weeks ago did not submit the modification request.
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| 10/25/2021 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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I am writing to dispute the accuracy of a late or delinquent payment reporting by Freedom Mortgage. Freedom Mortgage failed to apply funds they had on-hand prior to the due date and subsequently reported I was late in payment because, they overpaid DC Office of Tax and Revenue for property taxes from the escrow account. Freedom Mortgage stated their decision to not apply funds is based on internal policies and agreements that allows them to hold funds ( and not apply them for payment ) when there is a shortage. The justification for the shortage ( e.g., their lack of proper due diligence and care ) was irrelevant to their decision.
Similarly, after recognition of the potential error and oversight by Freedom Mortgage ( they were given a copy of the revised tax assessment letter ) in the overpayment ( i.e., I was told but not given evidence of their attempt ( s ) to contact DCs Office of Tax and Revenue for clarification ) they did not provide sufficient time for a response by the DC government. I say sufficient time as it is widely known there are ongoing delays in US Postal Service delivery services and delays and challenges with government agencies ability to respond to requests due to COVID-19 constraints.
Freedom Mortgage reports derogatory information to the credit bureaus they refuse to later correct while they are in the process of clarifying and understanding their own errors as later corrected by their overpayment notice and payment check to me for funds due. When calling Freedom Mortgage to request a retraction of their notice of late payment they refuse stating they have internal policies ( not shared ) to prohibit such retractions unless they made an error. I was unable to reason through how this was not an error and did not get an answer as to why if there was no error, I was sent a check for the amount overpaid. Again, they simply did not allow time to understand their error and allow for a practical resolution, then failed to make whole ( e.g., return funds and correct the credit record ) following their error, all while having funds available to apply for payment.
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| 11/15/2022 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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I was granted forbearance by Freedom Mortgage in accordance with the XXXX XXXX during the pandemic. I was an essential worker at the time. Coming out of the forbearance, I agreed to a loan modification. I submitted the appropriate paperwork to Freedom Mortgage on XX/XX/XXXX of 2022. I called frequently to ensure I had submitted the proper paperwork to them and was assured that I did. Many months later, I was asked to re-submit my loan modification paperwork. I complied and submitted my paperwork a second time on XX/XX/XXXX of 2022. I again called Freedom Mortgage frequently to ensure I had submitted the proper loan modification paperwork. I was again assured that I did. To my surprise in XXXX, I called my payment into Freedom Mortgage as online payment was not an option. The customer care representative stated that my mortgage had moved into pre-foreclosure. I have never missed a payment to Freedom Mortgage. I've maintained my mortgage in accordance with the stipulations outlined by my forbearance and loan modification option and was being told my mortgage was in the preliminary phases of being foreclosed upon. I submitted loan modification paperwork for a third time on XX/XX/XXXX of 2022. I have called multiple times since then and have been told of errors in the paperwork despite following the previous customer care individual 's instructions perfectly. At this point, the mechanisms intended to provide help to veterans that are their customers is broken. Freedom Mortgage gives the appearance of intentionally allusive requirements and insufficient communication to customers if there are follow-up items needed. It is now 10 months later, and Freedom Mortgage has failed to act. Interest rates are now at a peak from XXXX at the time of first application to XXXX now. A 100 % XXXX veteran, I will lose thousands of dollars that I would not have had to pay in principal and interest had Freedom Mortgage followed through in a reasonable manner to protect their customer, me, against the negative impacts of a global pandemic and while functioning as an essential worker during that time.
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| 02/04/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I was on forbearance with XXXX XXXX my loan is actually a XXXX XXXX. I took myself off forbearance because I got a new job and was happy to start paying my mortgage again. This was in XX/XX/2021. XXXX put me on a " trial '' modification for XXXX, XXXX, XX/XX/2021. I paid XXXX, XXXX, but mid XXXX I was exposed to a positive case of XXXX at my new place of work. I got tested and was positive within days I was ill and had to quarantine. It turned into pnemonia which extended my recovery. Because I am a brand new employee with no sick time accrued and the sick pay protections expired ..... I had no income at all and could not pay the full amount of my {$1400.00} last trial payment for XX/XX/2021.
So I sent a check on XX/XX/XXXX for {$800.00} with a hardship letter stating I was going to pay the rest XX/XX/XXXX. I received no response. I called and was told to turn in a new Borrowers Assistance Application. I certified mailed it. On XX/XX/XXXX I received a letter of deafult and demand to pay 28k by XX/XX/XXXX.
I reached out to HUD and applied for the CALIFORNIA MORTGAGE RELIEF grant. I am 100 % qualified and meet all the criteria. My application is stuck on hold because XXXX will not provide me with my current mortgage statement. They have been extremely unprofessional, unorganized and have told me I had nothing to worry about but when I call and speak to someone else they tell me no assistance for me is available and headed for foreclosure. Its been the most stressful situation in my life as a single mom.
To make things more difficult XXXX has been purchased by Freedom Mortgage. The Cal Grant needs my information so they can apply the grant funds to my default past due amount. XXXX is refusing to provide that as well. I called Freedom Mortgage and they said they have no record of my loan whatsoever.
I dont know what to do? There is a wonderful grant waiting to help me out but the red tape is blocking it from happening and the days are slipping by.
Can someone please help me get to the bottom of this? I have a little boy I am responsible for and no family near by to help.
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| 10/22/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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on XX/XX/XXXX my father passed away. The home that I have resided in since XXXX had a mortgage on it in my fathers name. In his trust the home was left to me and has been deeded to me. I have been in contact with Freedom Mortgage since XXXX trying to pay off this loan. On multiple occasions I have been told the pay off has been requested only for me to call a week later after not receiving it and being told they need additional information. To date I have sent them a copy of the trust, my driver 's license, the death certificate, the certification, a copy of the deed, deeding the property from my father to the trust and then a copy showing that the property was deeded to me from the trust. on XX/XX/XXXX I spoke with a supervisor named XXXX ( identification number XXXX ) who assured me that they had all of the documents after a month and a half long battle and that the payoff would be requested with haste. On XX/XX/XXXX I received a letter mailed on XX/XX/XXXX stating that they needed a copy of my birth certificate to prove that I am related to my father. This is an excessive breach of my personal information at this point. They have every legal document showing that not only was the home an inheritance gift to me - but that it has been legally deeded to me. I called and spoke to a representative named XXXX ( identification number XXXX ) on XX/XX/XXXX who told me they should not be asking for my birth certificate, then asked who my step mother was ( she had faxed in documents to them as well ), and then told me they did need by birth certificate. It is my personal belief that since I am paying off the loan they are attempting to run up the interest on the home. Currently since this process started they have earned an additional two months of interest and since I have had to send away to vital statistics in order to obtain my birth certificate it looks as though they will be obtaining an additional two months. Every time I speak with a representative I am told whatever document they are requesting is the last one and then I will be able to obtain the payoff. This never happens.
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| 01/24/2021 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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Refinancing with freedom mortgage. I experienced financial difficulties due to the pandemic. I talked to several freedom mortgage financing officers during the months of XX/XX/XXXX through XX/XX/XXXX. The workers are very unknowledgeable about the refinance process. I was given incorrect information each time I called. I co own my house. The other party had not experienced financial difficulties and was willing to remove me from the loan. Again, after talking to several loan officers from freedom mortgage, I was told that the streamline refinance would be the best option but I wouldnt be able to be remove myself during the process. The calls should be recorded and their employees need retraining. I was stuck in a tough situation and didnt see the light at the end of the tunnel with no help from freedom mortgage. I decided to enter the covid relief forbearance in XXXX of XXXX. I thought I would be able to pay at the end of the forbearance. Freedom mortgage sent me several letters by certified mail telling me I was late on my payments. The notices were terrifying and caused me to sell personal items to make the payments. I was terrified of what they would tell me after the forbearance. They reported to the credit agencies that my payment were on time but my payments had increased. ( Not sure if it was because of the interest accumulating ) This caused a decrease in my credit score. During the covid forbearance XXXX XX/XX/XXXX XXXX the co borrower tried to refinance and remove me from the loan but the application was denied. She was told that she couldnt refinance because payments were late during the months we were in forbearance. We were told to wait 6 months. I have a FHA loan through freedom mortgage. I feel this is so unfair. We tried to refinance before entering the forbearance but was given incorrect information by their representatives. Does the Cares act not protect consumers when it comes to refinancing and late payments during a forbearance? We were never late with a payment before entering the forbearance. Why woulda payment be considered late during a FORBEARANCE?
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| 04/22/2023 |
Yes |
- Mortgage
- Other type of mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I reached out to Freedom Mortgage to inquire about different lines of credit that I could obtain in order to renovate my property. Representative XXXX XXXX convinced me that what I was looking for was a Cash Out Loan. As we began the process, he explained that I could cancel at any time before close without charge. After hours of going back and forth and sending paperwork, etc- we got to the very end of the approval process where I needed to sign in order to start the official closing process. Towards the end of providing signatures, XXXX QUICKLY explained away the {$1000.00} Rate Lock Fee page stating that it was in case I cancel during the close process, the fee was for the work that was done by the loan reps. Again, at that point we had been back and forth for hours and I was confused because he originally said that there was no charge to go through the approval or closing process. If they provide you with the recordings, you will hear the discrepancies.
As soon as I hung up the phone, I reached out to my husband who explained that I was wrongly advised and that what we were looking for was a HELOC not a Cash Out Loan. Within 5 min I called XXXX for him to cancel the process. In the attached documents you will see in yellow highlight/comments that once I completed the signatures, I got off the phone with XXXX around XXXX. I then called him back and emailed him at XXXX to stop the process.
He took 20 minutes to respond and said that he already ran my card, but that it was likely he could get it back since we were so early in the process. Again, it was my understanding that a rate lock fee is charged only for when the loan team does WORK. Nothing was done because I cancelled within 5 min.
XXXX XXXX and his manager gave me the run around for 2 weeks and he said that his manager called, but I NEVER received a call from his manager. Having been a loyal paying customer, I feel bamboozled and misled. And I don't feel like they even attempted to get me a refund and the $ XXXX was for what he felt was HIS inconvenience. I never heard back from them in regard to the issue.
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| 04/17/2023 |
Yes |
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- Struggling to pay mortgage
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- UNITED STATES MINOR OUTLYING ISLANDS
- XXXXX
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Web |
Servicemember |
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XXXX XXXX Freedom Mortgage offered a 3 month forbearance due to hurricane Ian. XXXX ID # XXXX told us we would not have any late fees or credit damage. The peroid would be from XXXX to XX/XX/XXXX. We said we would think about it. On XXXX XXXX we called and spoke to XXXX ID # XXXX. We asked several questions about the payback options. She offered us 1. loan modification 2. repayment plan 3-12 months 3. deferment program We specifically said we wanted the deferment plan and she told us once in loss medigation we could ask for that option.
We were never told we would need to fill out a package and have anything turned in by XX/XX/XXXX.
I never received a package or any papers to fill out.
On XX/XX/XXXX I called freedom to ask how to begin making payments again. I spoke to XXXX. That is when I found out I was suppose to have filled out a package by XX/XX/XXXX. I requested the package and on XX/XX/XXXX I downloaded all the paperwork. From XX/XX/XXXX until XX/XX/XXXX Freedom has played games with us. Every time I turned in the papers they would tell me something was missing. I would turn in that paper work and then they would tell me something expired. In XXXX I was told all paperwork had expired and I would need to resubmit the whole package again.
In XXXX, they reported us late to the credit companies and My credit score dropped to XXXX. I had excellent credit until this point.
I re submitted the package again and was told it would go to loss medigation and we would have an answer by XX/XX/XXXX.
At this time I was told that the VA was not even offering the derferment program anymore.They stopped in XX/XX/XXXX. I then requested the phone calls from XXXX be investigated. I requested several times to be called back by supervisors and never were. THe phone calls were never investigated.
I had to take the money out of my IRA to pay the balance so our home didn't go to the foreclosure. We also had to hire an attorney to write a letter to request our account to be take out of loss medigation.
On XX/XX/XXXX I paid {$13000.00} to being my account current and avoid foreclosure.
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| 09/29/2020 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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The VA loan on my home is serviced by Freedom Mortgage which requires payment to an escrow account for the purpose of assuring payment of property taxes and private hazard insurance premiums. At all relevant times up to and including the present, I made payments through automatic withdrawal, never missing a payment and never making a late payment.
For the year XXXX, Freedom Mortgage paid the first installment of the property taxes when due in XX/XX/XXXX, however, Freedom Mortgage failed to pay the second installment which was due in XX/XX/XXXX. I became aware of this when I did my XXXX taxes in XX/XX/XXXX and immediately contacted Freedom Mortgage on XX/XX/XXXX, explaining the situation. On XX/XX/XXXX, Freedom Mortgage paid the delinquent taxes, as well as a {$220.00} penalty which had been assessed by the county for the late payment, using funds in my escrow account. On XX/XX/XXXX I contacted Freedom Mortgage and asked for the {$220.00} penalty to be credited to my escrow account.
After receiving no response, I sent Freedom Mortgage a qualified written request on XXXX XX/XX/XXXX asking them to credit my escrow account in the amount of {$220.00}. I received a response from Freedom Mortgage dated XXXX XX/XX/XXXX stating that, according to their research, the taxes were billed annually due to a change in my principal residence status. Although, my principal residency status did in fact change due to a move overseas, this did not occur until XXXX of XXXX and did not negate the fact that the second installment of the XXXX property taxes were still due in XXXX or the fact that, pursuant to the Real Estate Settlement Procedures Act ( Regulation 1024.17 ( k ) ( 1 ), the responsibility for timely payment of the property taxes rested with Freedom Mortgage.
In addition to losing the {$220.00}, I also lost the opportunity to deduct the full property tax amount from my XXXX taxes. I have also spent considerable time attempting to resolve this issue with Freedom Mortgage without success. I am requesting that Freedom Mortgage credit my escrow account in the amount of {$220.00}.
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| 10/13/2017 |
Yes |
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- Struggling to pay mortgage
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Web |
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I started to miss payments in XXXX of XXXX because my mortgage had increased by {$500.00} per month. I tried to call Freedom Mortgage to see what the problem was and they never could explain exactly why. They kept flip-flopping between something to do with the property taxes or the insurance. I never got a clear answer. I asked about possible loan modification/repayment options during the early part of XXXX in order to catch up with my payments but was told that they did not offer any of these services. I told them that my friend had received assistant through his bank with an FHA loan but Freedom Mortgage said, sorry, either you pay us the full amount or sell the house. In addition, I tried to refinance but they said no because I was behind. I ended up pulling money from my XXXX in order to reinstate the loan and wired the money to Freedom Mortgage on 8/16/17 which was one day before the sale date. I called Freedom mortgage to let them know and they said that my house would not be sold because I wired the money and they said not to send them any proof because they would review the wire when it came in. I offered to send them a copy of the wire receipt but they said that they did not need it. I assumed everything was ok but it turns out that the wire information provided to me by the bank was erroneous and my wire was rejected because of this. A few weeks after I received a letter on my fence telling me that the house had a new owner and to contact them in order to set up a " cash for keys ''. In a panic, I resent the money to reinstate the loan to them again but they sent me a check back telling me that they would not accept the funds. The mortgage has been reverted back to the lender and every time I try contacting them, they tell me sorry, nothing we can do and are not being responsible for the sale of the home even though I wired the money. I truly believe that the bank is acting in bad faith in that they did n't even bother to postpone the sale date after I notified them of the wire transfer. I have proof I sent the money in on the XXXX. My home was sold unfairly!!
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| 05/20/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
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I went on a deferred payment plan during Covid due to a loss of revenue in XXXX. That agreement expired in XX/XX/XXXX. Freedom Mortgage offered me various options. I chose an in house refinance that would roll the owed balance to the back of the loan. In addition it would lower my payments and my interest rate. I received the paperwork XX/XX/XXXX. On XXXX XXXX I went to have it notarized by my bank XXXX at XXXX Bank. He advised he was unable to sign off due to the nature of how the paperwork was written, as there was a co-borrower who was not present. he lives XXXX miles away and thought I could sign my half, have notarized and forward to coborrower. We called Freedom Mortgage directly and explained the issue. We were told new paperwork would be drawn up and sent separately to each party. I have called every week for XXXX months. In addition, I have made the payments as instructed. Each call I made I was given different answers, typically its processing and to wait. I offered anything I could on my end- told no to just sit and wait.
On XX/XX/XXXX I spoke with XXXX in escalation department He advised I would receive a call the next day from him. He did call, and advised to expect a call from XXXX id # XXXX on XX/XX/XXXX. When I spoke with her I was advised that the account was closed in XXXX and denied. She recommended I re-apply online and research assistance programs. This came as quite a shock. She claimed I should have tried another notary. I requested to speak with her supervisor. Instead, I was transferred back to escalations. This company has done this XXXX times over XXXX years to me. I attempted an in-house refi twice to lower my payments. Was assured it was processing and wound up denied. I opted for the deferment after the denial that would have lowered my payments, as a result of those XXXX denials.
This third time I have kept detailed notes of every call. Ive have every name of who Ive spoken with. I have made my payments on time as instructed. And at the end, Im told Im denied at no fault of my own. I would ask for this company and its practices.
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| 04/29/2020 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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In XXXX we reached out to Freedom Morgage ( who holds our FHA loan ) and inquired about refinance rates. After we discussed it, my husband and I decided to sell our home instead of refinancing. It took us 3 months to put our home on the market and 2 additional months to have an offer on our home. We accepted an offer and started moving forward on the paperwork when our buyers morgage company discovered that Freedom Morgage unlawfully against our knowledge opened a case # against our address the following day after we ONLY inquired about rates. The buyers for our home are unable to get a FHA case # assigned to them while there is an active case # on us. I reached out to Freedom Morgage at XXXX this morning and it is now XXXX and they refused to close our case # today, potentionally costing us the sale of our home and the contract of our new home due to it being contingent on ours selling. We were transferred more times than I can count and placed on hold for hours at a time with people who never came back to the phone and never made the call backs they promised. Freedom Morgage has the ability to cancel our case # by simply logging on to FHA connection yet refused to do so. After SEVEN AND A HALF HOURS of being on the phone with them, the BEST they were willing to do is contact HUD and request it be cancelled, but we reached out to HUD and have it in email that that is not the correct way to handle this and that Freedom Morgage was to log onto FHA connections and process this. I have names of most people we spoke to, also have the extension # of the person who never bothered to return our call. I am beyond angry at how horribly they have done business with us. This is the second morgage we have had through them and we will never have another after this horrendous customer service. We did NOT give them permission to open a case # on our property. We were not even notified that they did! Because they were not willing to close the case correctly today, our closing is now delayed and we may lose the contract on our new house due to their atrocious customer service.
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| 09/14/2020 |
Yes |
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Web |
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Negligence to refund escrow funds two months after closing transaction of the sale of the property.
I am a real estate broker licensed in California and because I understand this process, I am demanding the refund of my escrow funds. I wonder what happens with borrowers that are not aware of this process.
As today, XX/XX/2020 we haven't received refund and we only received unreasonable excuses by email and phone calls.
On XX/XX/2020 the sale transaction was closed and there was an escrow balance of {$2000.00} refundable to us after paying taxes and insurance.
Initially, after waiting for Freedom Mortgage to process the refund, we called Freedom for an update and we were told that the check was mailed to the address in file. The address in file it was the address of the house that we sold. I wrote an email giving Freedom the new physical address. Freedom reply XXXX that the check was mailed to the new address, BUT Freedom didn't include Apartment number and we never received the check.
On XXXX Freedom notified me that have initiated the process of cancelling the check and 10 days after the old check would be voided, Freedom will issue a new check. Freedom wrote : " If the funds were not cashed, we will void the check, place the funds back into escrow, and then reissue the check in the amount of {$1800.00} ''. If " funds '' never were cashed, what funds would be back to escrow?
On XXXX Freedom wrote : " We forwarded the request to void and reissue the check on XX/XX/2020 as well to the appropriate department. The target completion date for the escrow department to review the request is XX/XX/2020 ''.
On XXXX Freedom wrote : " Our records indicate, that the initial escrow refund check has been voided and new check will be reissued within 10 business days ''.
My wife has been calling Mortgage on XXXX, XXXX and XXXX and get different excuses. As today, XXXX, Freedom told my wife again that the check will take 10 business days to be processed and we should receive it at the end of this week!!!
We are lost and we really don't believe all of Freedom excuses.
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| 10/10/2018 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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During my divorce my ex-wife was award the house and was 100 % responsible for the mortgage payment and upkeep of the house. In XX/XX/2018 my ex-wife abandoned the property and moved to another state. Freedom Mortgage contacted me and held me responsible for the mortgage payment even though I furnished them the divorce degree indicating my ex-wife 's responsibility. They told me that they could repossess the house and ruin my VA eligibility to purchase another house. Prior to contacting me they started reporting negatively on my credit report. To prevent further damage to my credit report, VA eligibility and repossession, I filed a request for assistance with the loss mitigation department of Freedom Mortgage. At that point I could not afford the additional mortgage payment and my ex-wife refused to list the property with a realtor. I had to take my ex-wife to court to gain a Judgement enforcing the divorce degree and allow me to list and sale the house without her participation or authorization. I kept Freedom Mortgage informed of my actions. In XX/XX/2018 I got a buyer and closing date. The house was sold and paid off on XX/XX/2018. On XX/XX/2018 Freedom Mortgage reported XXXX passed due to the Credit reporting agencies even though they received the payment in full. I submitted request to dispute the 30, 60, and 90 day past due along with my divorce decree and judgement because I felt I should not be held responsible and punished on something that another parties fault and responsibility. After I submitted the dispute, I received an alert that Freedom Mortgage reported 120 days past due. This was after the house was sold and the mortgage paid off. When I contacted them to ask that report be removed they argued with me and told me that they acted in accordance with the law and that I was 120 past due when they made the report. They said their action was according to my contract, however would not furnish me the contract or indicate where in the contract. Additionally my original loan was made with another mortgage company which sold it to Freedom mortgage.
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| 06/13/2022 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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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.
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| 04/20/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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XXXX Mortgage made an error back in XX/XX/XXXX when it paid taxes to XXXX XXXX using applicant 's Escrow Funds. Taxes should have been paid to XXXX XXXX XXXX where property address is located XXXX XXXX TX XXXX ).
Taxes were incorrectly paid to property address : XXXX TX XXXX by XXXX Mortgage using applicant 's escrow funds. This property address belonged to applicant but that was sold back in XX/XX/XXXX. This property was purchased/owned under the maiden name.
XXXX XXXX XXXX XXXX confirmed that a payment was made by XXXX Mortgage. XXXX XXXX XXXX XXXX XXXX confirmed that overage payment was made by XXXX Mortgage. The new property owners also paid tax payments on that property XXXX XXXX TX XXXX ). There is now overage in payment to property XXXX TX XXXX.
Please see Deposit No : XXXX ( Freedom Mortgage ) for the XXXX XXXX Tax Receipt. Attached are both receipts that confirm there was payment made to wrong property address that is not owned by applicant. This property address belonged to applicant and was sold on XX/XX/XXXX. Both parties XXXX Tax offices XXXX informed applicant that XXXX Mortgage would have to apply for refund of this incorrect payment, as they are not able to refund to the applicant since she did not make disbursement.
Please see account XXXX : XXXX that was associated with applicant 's for the property of XXXX TX XXXX. This is currently affecting her Escrow analysis and has placed applicant 's in an overwhelming debilitating financial situation that may foreclouse her home when she can not meet new mortgage payment.
Please see attached receipts ( Spring Branch XXXX XXXX XXXX - {$4700.00} and XXXX XXXX XXXX XXXX XXXX XXXX Assessor {$4400.00} ). For a total of {$9200.00} multiple phone calls and converstations with Tellers from XXXX Mortgage have been made : Faxes producing Deliquent Bills from XXXX XXXX were sent to XXXX Mortgage on XX/XX/XXXX and XX/XX/XXXX.
Letters with Tax receipts from address XXXX TX XXXX were faxed to XXXX Mortgage on XX/XX/XXXX.
XXXX XXXX ID XXXX Geovana Teller ID XXXX XXXX XXXX supervisor ) Teller ID XXXX
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| 03/25/2019 |
Yes |
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- Struggling to pay mortgage
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Web |
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We had to go thru XXXX to keep our home due to my unemployment for a few months. Thankfully they paid the full balance on the account ( based on the delinquent amount and statement that was given to us by freedom mortgage ), and we were off to a fresh start the end of XX/XX/2019. The full delinquent amount was given to us by freedom and mortgage as all documents were collected and we went to closing with XXXX and the check was then sent to freedom mortgage to cover everything that was past due. XX/XX/ 2019 freedom mortgage received the check. We were happy to begin a new start and was given our monthly payment which started in XXXX. XXXX comes and we submit that monthly payment. XXXX I actually looked at the statement it was {$8800.00} past due. They claimed we had $ XXXX in negative escrow and they took the money from XXXX and applied it to the negative escrow and leaving us still past due on the Acct, and {$960.00} in late charges! After receiving a check from XXXX, freedom never communicated this negative escrow to us, nor did they instruct us on where the money would go and they never told us we would still be behind on our mortgage! After an hour long phone call today XX/XX/2019, they ( XXXX ) showed no compassion for our situation bc now its showing late or delinquent on my credit report and account not in good standing. The representative only submitted a request to the department that handles these situation and they will get back to them and let us know their response? We asked to speak to a supervisor and was told the supervisor was busy and would have to give us a call later today ... ( no call yet ) ...
So basically XXXX gave Freedom money to XXXX out my past due amount and put our account in good standing and one month later we owe {$8800.00}? Heartless. The communication with freedom mortgage is horrible. Each rep gives different information. Theyre never on the same page. It take way too long to get things resolved, which almost always never get resolved! Its sad because this is our home and we are back to where we started! Terrible!
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| 04/29/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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In XX/XX/2021, I contacted Freedom Mortgage in regards to a refinance offer I received via email. The loan officer on the phone took some information from me to start an application. I never got his name and did not hear from him for over a week.
On XX/XX/2021 I called Freedom Mortgage again and received XXXX XXXX on the line. He said he could help me and proceed with the application. I believe he took ownership of my loan application at that time because I received a letter in the mail stating that I had withdrawn my loan application. I explained to XXXX XXXX that I did not want to proceed with the application if I could not use cryptocurrency as proof of funds should the underwriter require them. XXXX XXXX said it would be no problem and it " should be fine. '' Since XXXX I have not been able to get XXXX XXXX on the phone to discuss my loan application. Communication has been one sided where XXXX XXXX emails me generated emails to sign loan documents with no phone call or follow up on what he is sending or why.
After several attempts of calling and emailing him I started calling the XXXX number for Freedom Mortgage. Still ... I could never get in touch with XXXX XXXX only random people who work the customer service line.
Today, XX/XX/2021 I received a call from a woman named XXXX from underwriting stating that they can not accept cryptocurrency at all as a proof of reserves. That I would need to liquidate those funds into my bank account and provide a bank statement as proof of funds. I stated to XXXX that I had told XXXX XXXX from the very beginning that I did not want to proceed with the application if my cryptocurrency would not be acceptable as I did not want to ding my credit and waste time in the application process.
It has taken near XXXX XXXX XXXX months to get a response from an underwriter who told me cryptocurrency isn't accepted AT ALL by Freedom Mortgage. As a loan officer, XXXX XXXX should be fully aware of this before binding clients into applications process that harm their credit long term. This is completely unacceptable.
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| 12/01/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XX/XX/2019 I made a change to my automatic payment process. This change was done online with my mortgage holder Freedom Mortgage on their website. The change was to draft from a different bank account as the current one they were drafting from was from a credit union that was going through a merger and would no longer exists so the account was going to be closed. They continued to draft from a closed account three more times adding NSF fee to my account on every failed attempt. ( XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX ) Each attempt added a {$20.00} fee. Over a 4 week time period I had called the company on three different occasions to try and straighten things out. In the meantime they did not continue with the bi-weekly auto payments out of the new account. They added a {$19.00} late fee. I believe after the third phone call they did remove two of the NSF fee and the late fee but somewhere along the line they added another NSF fee making a total of four on my account but removing two. Today 's date is XX/XX/19. They have not gotten back to me regarding any of my complaints. Anytime I get an answer is when I call them again and again, usually because they are closed. I am in the process of refinancing and should be closing in the next couple days. I believe because of this they are in no hurry to address the problem hoping it will just go away. I had also requested to have my PMI removed on XX/XX/19 with the new appraisal from the refinancing. I currently have 29 % equity in my home and had shown proof with a written request to have it removed. Two weeks went by and on XX/XX/19 they mailed out a form that I must complete and send them {$100.00} fee for a broker 's price opinion although they received the new appraisal on XX/XX/19. Again now in XXXX 's monthly payment I have to pay an extra {$140.00} for something that by law should have been required to be removed and proof was shown. I know they have received a payoff request from the new financial institution so I think they are dragging their feet hoping it goes away with the sale of their loan.
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| 10/20/2021 |
Yes |
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- Trouble during payment process
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Web |
Older American, Servicemember |
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Freedom mortgage refinanced my mortgage in XX/XX/XXXX. I changed Insurance companies from XXXX to XXXX. XX/XX/XXXX I got a renewal policy from XXXX. Come to find out the agency, XXXX XXXX didn't cancel the policy. Freedom mortgage paid both insurance companies for 1 year monies that should go towards the principal. My mortgage payment after the lower interest rate in XX/XX/XXXX was {$900.00}. Most months that year I paid extra to go to principal. In 3 months XXXX to XX/XX/XXXX my payments changed. XXXX I paid my mortgage through an agent of Freedom mortgage {$910.00}. She told me the problem with the insurance has been resolved I could pay the minimum or the adjusted payment of {$1100.00}. In XXXX the payment went to {$910.00} which it has remained the same. In XX/XX/XXXX I talked to an agent at Freedom mortgage, the {$910.00} XXXX XXXX payment was not applied it was put in escrow. She didn't charge me a late fee and I paid all that corrected the account plus some, and was told All would be removed from my records I had not missed any payments under the circumstances. I call XXXX XXXX XXXX to get a cash out wrap loan that would lower my interest rate and I could build a home on my 4 acres. My daughter, her husband, and my grandson are buying my house through XXXX XXXX XXXX. As of XXXX XX/XX/XXXX XXXX XXXX at XXXX XXXX XXXX said Freedom mortgage have not removed their mistakes over XXXX cents. I could be finishing up the building on my new home before winter if Freedom mortgage would have done what they get paid to do. I have written my Senator XXXX XXXX and this is the second time I have written to CFPB. I may have not been clear in my first attempt to the CFPB but, you will find all of my accounts of this complaint to be correct. Please help me correct this issue. I told XXXX XXXX Freedom mortgage has no business providing loans to Veterans at all. In my many conversations with Freedom mortgage the supervisor had a bad attitude and felt Freedom mortgage could do no wrong.
Thank you, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Tennessee XXXX
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| 08/15/2017 |
Yes |
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- Trouble during payment process
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Web |
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XX/XX/XXXX On XX/XX/XXXX, I submitted a formal request thru email to my mortgage company ( Freedom Mortgage ) for removal of mip insurance for my fha loan. I had already spoken to someone in thier Customer Care department and I was told that I met all requirements for mip removal for my loan, except that the secondary loan I had already paid off did n't apply towards getting me under the 78 % loan-to-value ( Ltv ) ratio required, so I had earlier given a payment towards my principal in the amount of {$6000.00} so that I would be under the required 78 % Ltv.
On XX/XX/XXXX I received a email from Freedom Mortgage stating my request for mip insurance had been received. I few days later I received a letter from Freedom Mortgage saying they were reviewing my account and to allow up to 30 business days for a response. After the 30 business days had past I began to contact Freedom Mortgage 's Customer Care Department to tell them I had not received anything in the mail and if they could please update me if the mip removal had been approved. I was told that my request had been approved and I should receive something in the mail soon. I waited about a week and still had not received anything in the mail and called again. Again I was told I met all requirements and this time I was told they were waiting for a Fha approval letter. On Wednesday XX/XX/XXXX I called Freedom Mortgage 's Customer Care Department once again so I get an update on my request. I spoke to a man named XXXX who I told that after calling multiple times I still was n't clear if my request for mip insurance removal had been approved or not. He told me that I did meet all requirements and that FHA had until XX/XX/XXXX to contact Freedom Mortgage and that I should call back on XX/XX/XXXX. Today is XX/XX/XXXX and I have still not received a written response from Freedom Mortgage or a phone call. I just spoke to XXXX in Freedom Mortgage 's Customer Care Department who told me my request was just submitted to the FHA on XX/XX/XXXX! and that a request like these could take up to 3 to 6 months!
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| 10/01/2015 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
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For the past 3 years, my mortgage company has been paying {$860.00} per year out of my escrow accounts towards what they 've been refering to as a " water tax '' or a " water/sewer assessment ''. I 've attempted more than once to get clarification on what they 're paying and every time they basically blow me off and tell me to get the information from my tax assessor. My local tax assessor 's office as well as the water company had advised me this tax does n't exist and they had no idea what my mortgage company was paying. For the past 2 years my home was being renovated and unoccupied, so I did n't have garbage service. This is my first year having garbage service and receiving a bill ... .for {$860.00}. A normal yearly garbage bill for a single family residence is {$430.00}, however the city was incorrectly billing my home as a duplex. When I received the bill and saw the amount, I realized that my mortgage company has been paying a garbage bill for the past 2 years that I should not have been getting billed for. Furthermore, they had no business paying for a utility out of my escrow account. My escrow account does not cover any of the other utilities for my home. Had they appropriately labled what they were issuing a payment for or been willing to provide me with any information on the payment, I could have dispute the charges with the city two years ago. As it stands, the city waste deparment has been overpaid {$2100.00} of my money. After speaking with the garbage department, they agreed that I should not have been billed for the past 2 years and did n't owe the money, but it 's unlikely I 'll be able to get a refund due to the amount of time that 's passed. I submitted a request via e-mail to my mortgage company almost a month ago for information on the payments they were making. I received a generic reply that they would respond within 10 days. I 've yet to receive a response. When I 've tried to speak with someone over the phone for the past 2 years, I 'm always told that the tax department ca n't be reached by phone, only fax or e-mail.
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| 11/02/2021 |
Yes |
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- Struggling to pay mortgage
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Web |
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We entered into a forbearance program in XXXX of XXXX ( it is now XX/XX/XXXX ) due to diminished income due to COVID-19. We have stayed in CONSTANT contact with Freedom Mortgage. We started telling them we were ready to come out of Forbearance in XXXX of XXXX and exploring which option was best for our situation and we chose to do a Loan Modification. Since XXXX we have had 3 Loan Modification approvals issued and still zero modification paperwork from them. We call multiple times a month and but usually multiple times a week to check the status of the Modification documents. Each and every time we are told a difference version of why we still haven't received them months and months later. We have made a few payments during this process as well because every time we call it's different ; one person will tell us we have to make a payment on xxx date because per the current modification approval it states when the payment is due. So, we make that payment and still hear nothing back from them. We have even had multiple customer service representatives refuse to take payments because it would " mess up the modification approval calculations '' So, we call again and are given yet another date as the first payment date on yet another modification approval. This has hurt our credit terribly because the credit bureaus see the mortgage balance going up every month ( Freedom is reporting the balance every month but " no information '' in the payment history ). This has taken our FICO scores from the 750 's to the low 500 's. We were guaranteed over and over and over again in XXXX of XXXX that choosing the Forbearance option during the pandemic would in no way at all hurt our credit. It definitely has. Like I have stated we have done everything in our power to get back on track and make payments they are on their end aren't doing what they promised. This COVID-19 Relief plan has done nothing but hurt us instead of help us as it was supposed to be designed to do. We desperately need help getting this resolved. We have done everything possible on our part.
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| 04/02/2019 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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On XX/XX/2018 my husband was assess to have a XXXX XXXX XXXX XXXX XXXX. We live in XXXX County IL where we are now 100 % tax exempt. We faxed to Freedom Mortgage all of the documentation showing the home was 100 % tax exempt and that the tax they had already collected was more than ample for anything that might be outstanding. We asked that the escrow be cancelled since we have our own insurance and there is no tax due.
Freedom Mortgage recognized the exemption but asked for added information in XX/XX/2018 I then supplied added letters from the XXXX county assessors office and they updated their website to reflect the XXXX amount due as requested from Freedom Mortgage. They continued to try and collect the totally escrow amount due included the non existent tax. I had the township assessor in XX/XX/XXXX write a 10 page document to the Mortgage company stating that there is no tax and I was told by Tax department that this letter was more than was needed to remove the tax. They took 30 days to do a escrow review they decided to remove most of the tax butt forgot to retro activate it to XX/XX/XXXX. So through XX/XX/XXXX and XX/XX/XXXX we are working on getting tis issue fixed. During this time that have been reporting on my husbands credit report a collection for amounts that are incorrect. During our XX/XX/XXXX call I found out we were being double covered by insurance since we have our own. On the XX/XX/XXXX I spoke to XXXX in the insurance division where this company has been collecting money with the premise that they had insurance. I called XXXX XXXX and requested information on the insurance policy. I found out that no such policy exists and that Freedom mortgage has been collecting these funds since XX/XX/1016 on a insurance policy that did not exist. That XXXX in the insurance department confirmed had been cancelled at least a year or more ago but the proceeded to collect funds ( Insurance Fraud ). So as of today they added the tax back on the payment ( which doesn't exist ) and the insurance premium for insurance that doesn't exist.
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| 07/07/2022 |
Yes |
- Mortgage
- Other type of mortgage
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- Struggling to pay mortgage
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Web |
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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
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| 12/05/2019 |
Yes |
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- Trouble during payment process
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Web |
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On XX/XX/XXXX I received a notice from Freedom Mortgage XXXX that my monthly payment would increase by XXXX. When i received this, I made a call to them to let them know thi was a mistake. I have 4 parcels i pay taxes on, I sent them all 4 tax bills, which showed my payment should increase by XXXX. I spent 58 minutes on the phone with them and they told me this would be resolve in about 2-3 weeks, i spoke to XXXX ID # XXXX in the tax department. We discovered that there was a transposed # on parcel ID # XXXX ( accurate # ) They had XXXX whis is someone elses tax bill and XXXX more a month than the correct one On XXXX i spoke with customer care XXXX who informed me the issue would be resolved by XX/XX/XXXX this call was only 14 minutes long On XXXX I called again as i could see on my online account, this was still inaccurate, i refuse to pay XXXX out of my Christmas funds for a bill that is incorrect. I spent 52 minutes on the phone with XXXX who said she is a supervisor in the escalation dept. She informed me the research for this was done with the town and they have accurate tax information. Unfortunately, this is not true. She reviewed the tax bills in their system I had sent previously and said she would open a new research on this, that it would take 2 days and a manager would call me back. SHe said XXXX was the person she was giving my name to for a return call to me to let me know this was resolved. I never received a call.
On XXXX, i still had not reeceived a call back, so i called again, i spoke with XXXX, who put me on hold for 14 minutes when i asked to speak to a suprivisor. I then spoke with XXXX ID # XXXX, after 15 minutes or so, she informed me this was their error and would be resolved by XX/XX/XXXX. I am hoping this is resolved by then. This has been the most stressful event i have had to deal with in a long time, i can not believe the stress they can put on an individual by making a mistake and not fixing it when they have the information in front of them. Its unnerving what they can get away with and no one governs them.
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| 01/18/2023 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I am in a current dissolution from an XXXX man who is on the deed to my home, but not the note. I have a XXXX order against him.
In XX/XX/2022 I entered forebearance, and was promised by Freedom Mortgage, my lender, that I did not have to make payments for now. In XX/XX/2022, Freedom Mortgage said I needed to remod my loan or they would foreclose. I agreed and started the process.
My separated spouse refused to sign the documents and the remod expired and was reinitiated. He refused again, and I retained counsel which cost me {$5000.00} in lawyer fees to obtain an order compelling my separated spouse to sign the papers. The papers were signed in open court in front of a Judge, a notary, XXXX witnesses, my separated spouse and myself. The papers were sent to Freedom Mortgage.
Freedom Mortgage rejected the papers, stating that the witnesses did not date their signatures. All parties present bore witness to the fact that they DID date their signatures. Freedom refused to provide evidence until XXXX phone calls later, they finally cooperated. Somehow, the witness signatures were missing dates- we all firmly believe the documents were fraudulently altered by Freedom. Now, Freedom is threatening foreclosure again. They sent a second set of documents demanding I sign them, however, my set of signed papers were accepted in XX/XX/2022. My separated spouse 's papers are the ones rejected by Freedom ( the fraudulently altered set. ) Per the new FHA HUD guidelines, Freedom was required to consider excluding my separated spouse 's signatures due to XXXX XXXX. They refused to consider and refused to explain their decision. They continue to do so. I have been paying my mortgage, and living under their threat of foreclosure despite my full cooperation. I am a single mother, and run my business off my property. I need help facing this massive criminal entity. I contribute to the local economy, provide jobs, and my property has won the XXXX XXXX XXXX XXXX for my dedication to conservation through my nursery business on the property. I need help please!
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| 12/02/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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My mortgage company, Freedom Mortgage has been a horrible experience since the beginning of XXXX. Last year, I was having problems paying my mortgage and opted to using the VA COVID forbearance plan. Earlier in 2022, I planned to leave the program after being able to pay my mortgage. Well, it didn't go as planned. While leaving the COVID forbearance, it took Freedom Mortgage over 6 months to transition us off the program. During this time, they were taking huge amount of time processing the paperwork, and delays in underwriting. While waiting, our mortgage payment debt was building. I called multiple times checking on the status. In XXXX, I managed to submit paperwork to start paying my mortgage. I was informed that my first payment was initially due XX/XX/XXXX but it was later confirmed and changed to XX/XX/XXXX. After XXXX, I was getting multiple harassing calls that my payment was due. I would call back to understand why I was being berated. I was informed to ignore the calls and that my payment wasn't due until XX/XX/XXXX. Unfortunately, in XXXX, the harassing calls didn't stop. I called again and explained it again. This time it changed. On XX/XX/XXXX, I was told that I was late on my XXXX and XX/XX/XXXX payment. I was very upset and had to explain to them how I was lied to for months and was told incorrect information. Now my credit has been affected and XXXX XXXX only offered a, " we're sorry that we misled you. '' Now I'm XXXX months behind and I can not afford to pay the payments owed. I will have to go get a loan and avoid my home from going into foreclosure. This is a complete disservice to me as a retired XXXX veteran, and is causing undue stress around XXXX time. We're not sure if my kids will get anything for XXXX due to the neglectful and haphazard business practices of Freedom Mortgage. This is clearly their fault and I should not be held liable or having to pay 2 months of my mortgage for their lies. Please help to rectify this issue, my negative credit hit, and this financial burden that my family and I are a victim to.
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| 12/14/2021 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I started the application XX/XX/2021. The first time by myself, they said due to DTI, added fiance, all good. Straight refi, no cash out, reducing interest and removing my dad and adding fiance. They said I need to remove my dad and add my fianc to title to make closing easier, done within 2 weeks, they said we should close by end of XXXX, then moved it to first week, kept pushed back and back. I kept callinf asking for a real status, asking for a supervisor. Never got a call from a supervisor or a real reason for the push. Every week or other week I would be told all is good and they are just waiting on stuff on their end. They ended up waiting for my rate to expire, they sent me a new XXXX. I asked why are they charging me when the delay was not my fault and they told me they would honor my original XXXX, they then asked me to write a statement that they can repull my credit... again I asked for why the delay and requested reassured I would be honored my original.terms discussed, they sent me the original XXXX, again no one reached out to me we are at the end of XXXX begging of XXXX, by mid XXXX they send me the last XXXX, and they request all information again and they now said I need an appraisal, even though I did not 5 months ago. I sent an email again requesting to be assured that I am not charged nothing other than on our original terms since the delay was not our fault, and that includes the appraisal fees.
By the end if the day they call me to tell me the loan is denied because my fiance 's credit is noe XXXX.
I feel they were holding on the loan waiting for the interest to go up or to be able to charge me credit points. I see no other reason they sat on the loan for 5 months and no supervisor or Loan officer could call me. I am glad they claim to record all calls so you can listen, I have all the emails we complied as requested. I think this is a pattern to up their fees.
Bank : Freedom.mortgage, XXXX XXXX XXXX XXXX, XXXX : XXXX XXXX XXXX Loan Originator XXXX XXXX XXXX XXXX XXXX : # XXXX I will forward emails when you request
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| 08/16/2016 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
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Recently my husband and I became a one income household. I was told by freedom mortgage that from the XXXX to the XXXX no late payment and that XXXX to XXXX there would be a late charge but not reported to credit file as late unless it goes longer then that. Last few months I have made my payment online last day of the month. This time XXXX XXXX and XXXX, i logged into account more then a handful of times as well as called the company. No matter what I tried i was not able to only pay XXXX payment it wanted me to pay XXXX and XXXX. well thats why we pay at the end of the month cause we cant afford to pay it sooner or as much as they were asking. I tried very hard to get this payment in. I was also hung up on by several reps and several reps told me I had to make both payments in order for them to except a payment. This has never happened before and when I told the rep she was clueless but did say thier website acts up time to time. So needless to say the hit my credit report as a 30 day late and told me there is nothing they can do even though clearly thier website was the problem and they could see on thier end how many attempts there was to make the payment they see where the mistake happened but they refuse to remove the late off my credit file. This has hurt us bad. We are in the middle of trying to sell our house to buy something cheaper while we get on our feet and now we are stuck. Thier customer service reps are very rude and very clueless. They refuse to transfer to proper manager to get the proper answers. They just keep telling me these things happen just try and get your payment in sooner. They also stated to me that it would be fixed as an error on thier behalf and of course still refuse to even though they can clearly see on thier end how many times i attempted the payment online and over the phone through the automated system. No sorry yes we know its our fault nothing. I am not the first person they have done this to and Im sure not the last. This company is nothing but crooks who are out to ruin hard working peoples lives.
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| 09/21/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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To Whom It May Concerns : My name is XXXX XXXX I was trying to refinance my loan with XXXX XXXX XXXX office was XXXX XXXX XXXX, XXXX NMLS # XXXX XXXX XXXX NMLS # XXXX Mr. XXXX he stayed my loan with him about in XX/XX/2021 after few months later he told me my credit score has dropped during the time doing my loan I didnt charge or did any changes with my credit I was adding my daughter as well her name is XXXX XXXX XXXX XXXX XXXX he reported or updates my income to with my creditors during that time few of my credit card was closing XXXX he was pulling our credit repot weekly to see if my daughter was not charging or use her credit by pulling our credit report thats what brought our score down. XXXX XXXX also request pay out from my Mortgage company four time for payoff which he should have done once in the beginning and one at the end so my loan got Declined due to credit score when I complained to the manager Mr. XXXX he just refunded me the charge that Freedom Mortgage Company charged me for payoff {$100.00} for the credit score didnt want to do any about it Than I tried doing my refinance with my own mortgage company Freedom Mortgage loan offer was XXXX XXXX XXXX loan advisor, I asked him give me a one with cash out and without Figure he did give me with cash out and once I asked Mr. XXXX to give me a without cash out he withdrew my application and stop replying to my email and phone calls with out Explanation tried to Complained XXXX listen to me said XXXX call me back no reply back This MORGAGE Companys are taking loan and at the end Decline loans they do not care about our credit score going down.
Now I am refinancing with XXXX XXXX XXXX they want me to pay PMI my understanding when paying PMI is when you dont have Enough equity on your house even with the cash out I have equity should not be charged PMI this is not helping me it is Managing me out of my property During Pandemic we home owners should be getting helped please advise what or how can I help to save my credit score and save my house Regards XXXX XXXX XXXX XXXX XXXX
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| 06/16/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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recently filed Chapter XXXX as I had got behind with my bills and my hours were cut back at work due to the Covid 19 Pandemic. I did not file on my mortgage company for obvious reasons. When I went on line to make a payment I found I was locked out of my account because of the bankruptcy. I called them and explained that i had not filed on them and was told I would need to mail in a payment and that they could not even talk to me without permission from my lawyer. I had my lawyer send them a form giving said permission on XX/XX/XXXX He received an email from them requesting the account number associated with my mortgage and he sent them the needed information the same day. In the mean time I sent a check for my XXXX payment in the form of a metered mail envelope that my secretary hand delivered to the post office. That was on XX/XX/XXXX, on XX/XX/XXXX I had still not seen the funds removed from my checking account. I called them on XX/XX/XXXX and talked to a customer ambassador and was told to set up bill pay through my bank and had no idea where my check was. I asked to talk to a supervisor and was told that they needed permission from my lawyer, and was told they had never got anything from him even though he has the email they sent him requesting the account number and the email he sent them with it. Not making a lot of sense to me at this time.
Now it is XX/XX/XXXX They claim they have still not received anything from my lawyer which can easily be proven untrue when I try to call from my cell phone the call will not go through but I get through immediately from my work phone and there 2 separate charges of XXXX one on XX/XX/20 and one on XX/XX/20 labeled bankruptcy expenses that I can not get an explanation for. ( I did not file bankruptcy on these people ) Please help Also I can not send extra money with my payment and I could with the mortgage company that sold them my account I do not think that is right I made sure when I refinanced that I would be able to I thought they had to honor existing agreement when buying out mortgages?
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| 05/18/2022 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Older American |
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Hello, I am XXXX XXXX XXXX and was recovering from XXXX, so I was offered a forbearance plan, then a loan modification with Freedom Mortgage. The final documents were signed and sent via FedEx by me on XX/XX/XXXX. We proceeded to pay the mortgage under the terms of the agreement.
Initially, I sent the first packet in XX/XX/XXXX. Freedom Mortgage immediately notified me there was an error made by the notary, she signed in the wrong spot.
I completed new forms and had them notarized, and returned them via XXXX on XX/XX/XXXX. I sent them to Freedom Mortgage, but to their XXXX address vs. the XXXX office. I called regularly to see if it was received in the right office. XXXX tracking confirmed the overnight delivery in XXXX. I was told many things when calling Freedom Mortgage, but ultimately they told me the documents were received at the right location.
I received a signed lender agreement dated XX/XX/XXXX. This agreement is several pages long, titled LOAN MODIFICATION AGREEMENT, signed and notarized by the Freedom Mortgage underwriter with confirmation the agreement was complete. We paid the mortgage since then under those terms.
Seven months later, in XX/XX/XXXX, I received a letter and phone call from Freedom Mortgage letting me know they never received signed and notarized documents. They added they are no longer valid, my request for loss mitigation assistance is closed, and I must apply again.
I have called them many times, each time with a different answer. I recently wrote them through their message center on XX/XX/XXXX and XX/XX/XXXX. They promised a response within three days, which has not been received. I called today and was told the person knew nothing about it, but once he looked into it, said even though Freedom Mortgage signed and notarized the documents they were too late for FHA. They only referred to the first packet sent in XX/XX/XXXX, which was corrected. Never mention of the XXXX submission, or their signed loan modification agreement dated XX/XX/XXXX.
How can this be my fault? This is heartbreaking.
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| 07/14/2020 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I started a streamline refinance the 2nd week of XXXX due to covid I wanted to lower my payment so unemployment would cover my Freedom mortgage Loan Spoke to XXXX XXXX XXXX XXXX on XX/XX/XXXX 2020 Again on XX/XX/XXXX20 He told me to skip XXXX XXXX payments and pay XX/XX/XXXX payment, Didnt notify me of anything Else didnt enforce to pay Id refinance didnt go through during the process, my credit was affected by their negligence and lack of communications. I have all the digital documents they made me sign and refuse to fix the problem.
XX/XX/XXXX20 it was transferred to XXXX XXXX XXXX XXXX who sent me digital paperwork XX/XX/XXXX2020 XXXX/XXXX20 Another loan person contacted me XXXX XXXX through email only never a phone call advising me to contact XXXX not rectifying the verbiage used by XXXX or letting me know anything really.
XX/XX/XXXX20 Contacted customer service who was awesome letting me know all supervisors would be notified XXXX no one called me back XXXX spoke with A XXXX, XXXX they placed me in forbearance due to unemployment not paying until late may.
XX/XX/XXXX20 Ashimi ( in charge of my case ) notified me my credit issues would be fixed in a couple or a few days not months and she would call me back, also said she didnt have a number just her ID which I forgot.
I explained the entire situation she said it will be fixed.
Today to this day they have not fixed my credit it actually decreased from XXXX to XXXX due to their error, I have called and Requested them to fix my credit at least, since the refinance was cancelled on my part because of the emotional trauma this has caused me. With everything going on with covid affecting my city immensely and all the anxiety caused by this company I dont understand how they are still in business. Freedom Mortgage is an appalling company and the loan department needs to be investigated from lying to entice a sale to lack of communication and ruining credit on their customers. I told them I work for. Federal company who requires a good credit report and have yet to care.
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| 01/06/2019 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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I have started a Loan Modification in XXXX and Freedom Mortgage Keeps asking for unusual documents or they keep delaying the process. Such as they asked for my year to date breakdown of my business documents such as profit and loss and I sent that to them just as they asked and then all the sudden they wanted it broken down in month to month and that was not how they worded it on their paperwork and they had involved their attorney saying that I did not get the paperwork back to them in a timely fashion. So when they involved their attorney I told her that I send them the paperwork immediately, that I do not wait, they claim they never receive it so I have been working with her in the mix since XXXX showing her that they loose everything that I send them. Their attorney gets it and they claim not too. When they ask again and I send her a copy of the paperwork she pulls the paperwork I have sent and then in turn sends it to the underwriters. I am not sure why they will not approve our Loan modification and why they are trying their best to take our home. I have produced paperwork that they think I possibly can not produce and I get it. They recently have asked for paperwork about our food stamps card and what and where we spend our money on the card like we lie about it. So I literally had to get a listing of the places that I shop for our food and how must is spent at each and every store and what is bought at each store. This is degrading. My husband got sick 2 years ago after having a XXXX XXXX XXXX XXXX XXXX XXXX XXXX and they were told that. We have had a hard time with payments and have asked for help. This year a customer, since I run a XXXX XXXX, stole {$13000.00} from us and it put us very far behind, but they will not help us. They keep pushing us further and further behind. Like they want to put us on the street. My husband was just diagnosed with XXXX XXXX and now they want us to be put out. Freedom Mortgage is the worst company I have ever had to deal with. Please keep any other veterans from having to deal with them
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| 08/14/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I was approved for the Homeowners Assistance Program on XX/XX/2022. When my XX/XX/XXXX payment became due with Freedom Mortgage I waited to see if the HAF funds would hit. On XX/XX/XXXX I finally scheduled a same day payment so that I would not be reported to the credit bureau. I have never been 30 days past due on this mortgage. When I scheduled my payment I noticed two payments had already been applied on XX/XX/XXXX covering XXXX and XXXX payments and it now showed I was not due until XX/XX/XXXX. I called Freedom Mortgage and she confirmed HAF funds were sent on XX/XX/XXXX and applied to my account on XX/XX/XXXX. I was advised it was ok to reverse my own payment that now appeared as a principal only payment since the HAF funds came through. So I did reverse my payment on XX/XX/XXXX. It updated with the principal payment being removed and I still showed due XX/XX/XXXX. A few days later I get a call that my XXXX payment is due. I look and see Freedom Mortgage reversed ALL payments made. I called and they said they reversed those HAF payments until they get further instructions from their loss mitigation department. This has now caused me to be reported late on the credit bureau and ruined my credit. They are also still holding all the HAF funds and have not applied them to my account in the amount of {$4800.00}. The awards letter is clear that this amount goes towards any past due and if I am not past due, apply to principal. My main concern is being reported to the credit bureau. I never would of reversed my own payment that I made in time to be covered from negative credit reporting had I known they would go back and reverse payments they made days earlier. I did submit a credit bureau dispute with freedom mortgage which there are no guarantees it will be approved. Ive also called numerous times about the extra money sitting in my account but not applied and am told there is nothing anyone can do. We have to wait. These funds are to help homeowners avoid being late. The last thing we should be doing is holding the payments.
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| 01/19/2019 |
Yes |
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- Struggling to pay mortgage
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Web |
Older American, Servicemember |
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The problems began more than a year ago when I asked for a loan modification. I could not afford the payments as they stood. The loan modification was completed and granted, however, the payments on the mortgage loan increased causing further delay in making the mortgage. I called the mortgage company once I received the loan modification and was given a contact person to discuss the loan modification. I called and left messages 5 times to no avail, and did not receive a return call. We are now in a short sale situation and again, I am having issues with this company. I have asked on seven separate times, either through email, or personal contact by phone, for a payoff statement amount and a short sale package as we have a buyer for the home. My last contact with them was XX/XX/2019 and XX/XX/19. Both times I was told that I would receive my requested information by the end of the day, and both days I did not receive the requested information. I have read many customer reviews relative to complaints to this company and find their treatment towards me is typical. Last night, XX/XX/2019, I again called the company at XXXX XXXX and asked to speak to the manager. After an extremely long wait I did speak to a manager and was informed that Loss Mitigation needed further documentation from me, however they did not address my numerous requests. They requested that I provide them with a listing of the property and the sales contract, which they did not request after I contacted them 7 times ago. But it appears to me that if I don't provide them with the documentation they have requested, they will not send me the information that I need, sort of blackmailing me. I can not provide them with a copy of the sales agreement until I have the information that I initially requested. I have contacted my realtor and am waiting for a response from them. May of the complaints I have read indicated that the company consistently requests further information in the form of documents, thus slowing down the process, and I feel this is happening to me.
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| 05/10/2021 |
Yes |
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- Trouble during payment process
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Web |
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Where to begin? This mortgage company is a nightmare from start to finish with NO interdepartmental communication.
We went through the loss mitigation process with them and it was an experience I wouldn't wish on anyone else. We had to submit and re-submit documents several times because the Loss Mitigation Dept would receive something but not make it known to the Lending Department. The entire process took MONTHS and we had to call SEVERAL times for updates and to ensure that everything was still being processed as expected and we almost always got conflicting information. We signed our documents in XXXX, did not receive the new contracts until XXXX and the process wasn't actually finalized until XXXX!
In the meantime, two major hurricanes effected our area. Our insurance company was a breeze and had an inspector out to our location within a week and we had a check for the repairs before the month ended.
Cut to the next nightmare with Freedom Mortgage. We were told to sign and submit our insurance check so that they could issue the funds as the repairs were made. Again, lack of communication as we were not told anything additional. WE had to call SEVERAL representatives until finally we were told the remaining steps of submitting the repair affidavit, etc. We were told the use the website insuranceclaimcheck.com to manage our process and to request inspections to continue receiving repair funds. Without any regard for letting customers know, the website has suddenly stopped servicing the claims. Freedom Mortgage did not tell us a thing. I've called multiple times to see why our inspection has not been completed and each time it's conflicting information. One representative says we have an inspection for tomorrow but to call this XXXX number, another gives us a XXXX number to schedule an inspection, another says they need a W-9 and repair affidavit. It is quite possibly the most frustrating situation I've had the displeasure of dealing with. The hurricane hit almost a year ago and we are STILL trying to sort this all out.
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| 07/21/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I recently received an alert about bad hit on my credit report/score. My entire life I never made any payment late whether it is Loan, credit card or Utilities bills. Rather I always make payments before time and little extra and keep reserve with my service provider or vendors. In my entire life I never have OD/NSF fees charged to my bank account.
Freedom Mortgage have reported false to all credit bureaus that I have made two months of payments late which damaged and killed my credit score and because of false reporting and fraud, my credit score dropped down rapidly and in consequences I have to pay higher rates on borrowing needs and insurance premium.
I received a phone call/voice mail on XXXX XX/XX/2018 from Mr. XXXX, Freedom Mortgage to call him back XXXX XXXX XXXX EXT XXXX to resolve the issue pending since XX/XX/2018 of misappropriation of my mortgage and extra principal payments and stealing of my money in the name of late payments/charges. When I called him back he introduced himself as Customer Ambassador and on investigation he found out misappropriation on their side and promised everything is resolved and money stolen from my account in the name of late payments fees are reversed. All of a sudden I received a severe hit to my credit score of false reporting of late payments towards my mortgage payments.
Freedom Mortgage management have damaged and killed my credit which I built in 16 years, working hard paying each and every payment on or before time. Freedom Mortgage Management is responsible for this crime, offence and liable to be prosecuted.
For Justice I demand Freedom Mortgage Management should pay damages {$100000.00} as well as criminal charges should be initiated and punished as per law to put behind the responsible management person behind bars at least for 10 years with rigorous imprisonment. These Lenders fraudsters/manipulators, blood like them should be stopped to kill/damage innocent borrowers credit score.
I am ready to provide transactional details/statements/communications in case needed.
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| 10/31/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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In XX/XX/XXXX I refinanced my mortgage to save XXXX a month.Since then my life has changed because of an escrow shortage that occurred during the transaction with the title agency that failed to pay a quarterly period of my taxes for the approx. amount of XXXX. This particular loan was originated among many other Companies that handled this predatory loan and was not discovered from me until 6 months after the cycle period came due to me during the process with 3 other banks at that time. At this time my lender Freedom Mortgage has this loan and was supposed to help me by going into a forebarence plan and then getting a loan modification to reduce my monthly payments, because my payments had increased from this misfortune for me. I have been on this plan since XX/XX/XXXX and now being told that the loan modification may not save me money. I have already had 2 so called " point of contacts '' and am becoming very skeptical as this is becoming more serious for me now almost 3 years later..I am making many attempts to resolve issues and have became disabled from the stress, bankrupt and on food stamps. I actually ran out of computer supplies and offered to travel to an office in NJ to complete any paperwork ... I really do not like to complain or get worked up but I desperately need some kind of advice or help from a reliable source. I also did even make an attempt last year to avoid this matter but ended up losing my second home since the cost of a lawyer 's fee would have been beyond reasonable. And I will be damned if this causes me to lose my primary residence. I was recently referred to a company who asked me for money to modify my loan and raised a series of red flags for me and did n't seem like relief programs to me and it seems there is no relief. I can no longer keep up with explaining the hardship something like this can cause and being unable to walk long distances to even fight for my rights has become difficult so if anyone does read this I am only seeking proper relief and the correct source to help take actions.
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| 04/11/2019 |
Yes |
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- Trouble during payment process
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Web |
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Since XX/XX/XXXX I have tried to dispute this through the credit bureau 's but of course it was " verified as accurate '' although no one will admit to it or provide any documentation.
XX/XX/XXXX I received a response to my request to have 3 late payments ( XXXX, XXXX & XX/XX/XXXX ) removed from my 3 credit reports ( SEE ATTACHMENT 1 ) from my Freedom Mortgage Loan. I stated that I did not receive my statements in the mail and therefore fell behind as I did not realize the missed payment until I received the next statement and paid in full ( 2 months ).
On XX/XX/XXXX I also received an email apologizing for allowing a solicitation email that I have opted out of sent to me by them ( see attachment # 2 ). This also shows they can not manage their internal systems properly with notifications.
XX/XX/XXXX I called XXXX Spoke with XXXX # XXXX who informed me a response letter was sent dated XX/XX/XXXX that I have yet to receive ( as of XX/XX/XXXX ), which further proves either the items are not actually being mailed or they are not getting her for some reason.
The XX/XX/XXXX was faxed to me by XXXX at Freedom and states they are unable to honor my request despite the fact I am not receiving statements and letters from them ( see attachment # 3 ) XX/XX/XXXX I called and informed XXXX ID # XXXX, XXXX ID # XXXX, XXXX ID XXXX XXXX & XXXX - customer relations division, them under XXXX Periodic statements for residential mortgage loans, they are required to send statements but they refused to remove them or to let me speak to a manger. They all just suddenly kept asking if I was still occupying the property but refused to escalate or have this open dispute looked into for an update other than the due date of XX/XX/XXXX which is too late for me to be approved for my new mortgage.
XX/XX/XXXX Since no one would help me or let me speak to a manager, I sent an email to the CEO and other execs asking for a courtesy adjustment but I have not received a response other than an out of office from Mr. XXXX 's ( see attachment 4 & 5 ).
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| 11/08/2022 |
Yes |
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- Problem with a credit reporting company's investigation into an existing problem
- Problem with personal statement of dispute
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Web |
Servicemember |
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XX/XX/XXXX, I called freedom mortgage because I noticed on my credit report they reported me 30 days late for months of XXXX and XXXX. I had paid my previous amount on time, but the escrow account had increased which made me around XXXX short. I was never notified of this increase or that I was 30 days late. I have never missed a payment or been late.
When I talked to customer care she notified me a notice for the increase was mailed to the home the loan is for. ( XXXX XXXX ). I had her update the address to my mailing address were I reside. ( XXXX XXXX ) This same issue happened in XXXX when they mailed a check for an over balance to my escrow account. I have a message saved on their server saying they updated the address, however the lady told me it was not. She then updated it.
I sent all this information and documentation into Freedom mortgage and they said they were accurate to report the 30 day late. Which I agree, a portion was late, but not due to any fault of mine.
I called again XXXX, and talked to a lady that said I should have seen this on my statements. I asked her were they are and she said I should get an email monthly that reminds me to login and check it. I notified her that in the 7 years with them I have never received this email. She disagreed with me and said I did. I asked her to send a test email so I can verify i'm getting emails from them and she refused.
I called back and talked to another lady, who helped a bit more, she sent me a password reset email, and that did come through. I asked her what the difference was between were the emails come from and she didn't know, and had no idea who to forward me to.
They have something wrong in their system with my email, and are not willing to help fix it. I had disenrolled from their paperless service to avoid this again. The fact still remains that the notice they mailed the old fashion way, was sent to the wrong address and it was the same issue I had to get fixed the year before. They just didn't care because last year it was a check to me.
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| 09/11/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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|
Web |
Older American |
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IMy Mortgae was sold to Freedom Mortgage. I obtained the address to make auto payments the XXXX of each Month to make my regular payments and the address to make additional principle ONLY payments online from Freedom Mortgage. This occurred in XXXX 2016. Freedom Mortgage gave me the address to make principle only payments online in XXXX 2016. I set up the bill pay address and even called back tomFreedom Mortgae speaking to a second representative as a double chech to make absolutely certain t When I chose to make an an additional principle pay, net the online address was correct. The second XXXX XXXX rep confirmed the address was correct. I made additional principle payments and at the beginning they were correctly applied to the principle ; however, later the same principle only online payments were not applied to the principle. I called Freedom Mortage to correct this. I asked for a Manager and got XXXX in the escalations XXXX. Even though I ask for a manager, she was not a manager. She was beyond helpful and certainly was overbearing and unacceptable and an extremely poor employee. I felt my normal peaceful calm going away from this jerk. She was rude, interrupted me constantly, incompetent and hung up on me. I called back and again ask for a manager since this is highly important to me. I reached another employee not a manager, and told them the several online additional principle only payments were not applied to the principle. I was told by this individual that they never hear of the address for the online principle only payments I had been making. I told her I got the address from Freedom Mortgae and confirmed it twice as double check to make sure my online principle only additional payments would correct. Some of the online additional principle payments were correctly applied to the principle and others were not. I did not get a manager to speak with nor a return call from a manager to correct this disaster. I was on the phone for an unacceptable amount of time ruining my Saturday and this is still not corrected.
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| 09/09/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Improper use of your report
- Credit inquiries on your report that you don't recognize
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Web |
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Complaint Part 2- Previous background : I applied for a refinance loan on a property with Freedom Mortgage in XX/XX/2020. My credit report was pulled for the first time with my consent in XXXX. Three months later, due to completely unprofessional conduct in regards to proceeding with my loan application ( Covid slowed the process down by a bit, but not to the extent that mine was delayed ), the credit inquiry was close to expiring. On XX/XX/XXXX, I emailed the loan officer specifically about making sure my credit is not pulled a second time, and I was assured it wouldn't be. On XX/XX/XXXX it was pulled via Freedom Mortgage a second time, this was without my consent. Since XX/XX/XXXX, I've repeatedly requested to Freedom that this inquiry be removed from my credit report. They have not done so. ( At five months into the process on XX/XX/XXXX, I had no choice but to move on to a different lender, since Freedom still could not get to the point of closing the loan at the agreed rate and closing costs that I signed off on in XXXX, and it was clear that proper and respectful customer service was not a concern for them. ) Since it was pulled again in XXXX, my credit score has dropped 20-plus points due to that new inquiry. I was told by Freedom at the beginning of XXXX it would take 10 business days to remove. It's been over 50 business days, and after having yet another conversation with Freedom about it, it was clear it is not a priority to get it resolved, at my expense.
Updated issue : Freedom justified credit inquiry by providing me a letter signed by the loan officer, XXXX XXXX, stating that I gave verbal authorization on XX/XX/XXXX for a second inquiry. That letter is flat-out lie. I never gave authorization verbally, or in any form, ever. I provided email transcripts between myself and XXXX, showing that I specifically told him a month prior I DID NOT want my credit pulled a second time, and XXXX saying after it was pulled that he would have the second inquiry removed off my credit report within 10 business days.
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| 07/22/2020 |
Yes |
- Mortgage
- Other type of mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I am writing a complaint with Freedom Mortgage. They reached out to us to refinance our home. They came to our home 2 months ago and we signed the closing papers and a Notary signed and stamped papers as well as myself and my husband. They called about 4 days later said they sent the wrong papers. So my husband is out of town during the week for work he took a Friday off and thats the last time someone came out or even tried to get a hold of us. I have been calling and emailing the company for 2 months now. They told us a few times during me reaching out to them and that to not make out XXXX house payment because they messed up and they also spelled my last name different then my husbands. So for months I have been speaking to so many different people and I have everything wrote down with all info and names. So then after I keep calling and emailing they then said that they would have to start the process over but we had to make XXXX payment no matter what so we did they also said it wont go against his credit cause this wasnt our fault and that they were starting the process over. So again didnt reach out to me so I have reached out to them more then all I have already said. So again today I called and said no one has reached out to us and its almost the XXXX of the month and once that hits we have to start over again. This is all on their part and then he says we have to make XXXX payment and then they will start over again so this has been going on for months and I have tried to reach out to them more then I should of had to. So we decided that we were gon na go thru another company and because of Freedom Mortgage we can not because they said we were late on XXXX payment so it dropped husbands credit score XXXX points. I have never Dealt with a company like that before. No one is ever on the same page and you have a ton of different people telling you different things and none of them have even Spoke with each other about the situation. There is so much more information that would be better to speak with someone.
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| 11/06/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
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This is another complaint concerning Freedom Mortgage Co. XXXX, XXXX. XXXX XXXX, XXXX, TX XXXX. The Customer Service representative I called today, XXXX Employee # XXXX, told me he could not provide me with anyone with authority such as a supervisor so that I may seek assistance from regarding the discrepancy in my Mortgage Statements for the monthXX/XX/XXXX- XX/XX/XXXX If a customer can not get assistance from a mortgage servicing company, or obtain the full name and contact # for someone in a position of authority to answer questions relating to her mortgage loan, how can this be legal? Can a private mortgage company deny its customers of the name of employees, supervisors, higher-ups who will be able to answer questions and be accountable for the mortgage accounts of their customers. Despite numerous requests to speak to and obtain the name and employee ID of any supervisor, XXXX Employee ID XXXX, said he is not allowed to disclose that information.
I have a 30 yr fixed rate mortgage in which I pay {$1400.00} a month to Freedom Mortgage. My loan number ends in XXXX. I am not in default, have not been late on a single payment.
On XX/XX/XXXX, I mailed, with a letter of instruction, a {$1000.00} extra payment to curtail my principal. Freedom Mortgage, on its own, set this money aside in an Unapplied Funds account for 2 weeks. I called on XX/XX/XXXX and spoke to a " XXXX '' concerning this extra mortgage curtail funds but did not get a satisfactory response. On XX/XX/XXXX, I called again and spoke with " XXXX '' who told me that my funds will post the correct account on XX/XX/XXXX. This has been an ongoing problem with Freedom Mortgage.
Today, XX/XX/XXXX I called to request a free-of-charge Mortgage payment history from Freedom. I am told by XXXX that there is a discrepancy in the balance after my {$1000.00} curtailment. This has been an ongoing issue with Freedom not being very transparent about its employees and who is in charge and accountable for their clients.
I would like to get intervention from CFPB.
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| 05/25/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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On XX/XX/XXXX we advised Freedom Mortgage of our intent to utilize a recast of loan XXXX and paid a {$250.00} processing fee towards that end. On XX/XX/XXXX we forwarded {$200000.00} as a pay-down amount. Freedom provided settlement documents - which contained one or more serious errors. Upon being advised of these errors, Freedom agreed to promptly replace the documents with accurate information. Those documents did not arrive as promised. We made several calls and sent multiple letters to Freedom in the ensuing weeks - receiving no response. Eventually, we began paying the new recast monthly amount ( after being unofficially told via phone of the new recast amount ). ALL payments were made on a timely basis.
Freedom then considered the account to be delinquent, and inundated us with automated calls and written material geared towards delinquent accounts. In the meantime, Freedom sent us conflicting information relevant to the escrow account affiliated with the loan, and refunded monies to us without explanation.
Only after contacting the CEO of Freedom ( XXXX ) via registered mail did we receive any action. Eventually, Freedom acknowledged grossly mishandling the escrow account, and the recast itself ( and acknowledging the account was always current ).
Freedom ignored multiple suggestions that our mortgage interest expense for XXXX would not be accurately reported to us. In fact, not until XX/XX/XXXX did they provide what appears to be an accurate Form 1098 - several weeks after such information can be used for reconciling XXXX taxes.
Freedom has not responded to our request for a new amortization schedule pertinent to the referenced loan, and has failed to respond to our request for copies of any negative information Freedom may have provided to credit reporting entities.
Freedom has also ( on XX/XX/XXXX ) billed us for a Property Inspection Fee, which is not provided for in the loan agreement - but which is consistent with practices of some mortgage companies when they consider loans to be delinquent.
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| 05/18/2021 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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On Friday XX/XX/XXXX, we closed on a refinance with Freedom Mortgage. On Saturday XX/XX/XXXX, we received a check in the mail in the amount of {$3500.00}. I thought this was weird since there was no mention of this check in the closing of our refinance. I immediately called the closing department on XX/XX/XXXX at XXXX XXXX. I asked about the check amount and this check was explained to me per the letter attached, that it was a surplus, and it needed to be issued to me for payment. I was assured that I could cash this check and move forward with whatever I wanted to do with it. I cashed the check via mobile deposit with XXXX XXXX on XX/XX/XXXX. I did spend some of the money. On XX/XX/XXXX, I received a notification from my bank that the check was not honored. I called Freedom Mortgage immediately and explained the situation, I was put on hold for 3 hours! I hung up then I called back and was put on hold for another hour. I was told that this was a miss communication and that the money was needed to close the refinance and that the check was REVERSED without my knowledge or any from of communication. This left my account in a negative balance. I have a family of 5 and I have been asking my mother to borrow money for food, gas and bills. I have been without money because of this ridiculous mistake that I should not be punished for! I have been speaking to the escalation department to have at least {$1600.00} money returned to my account to bring it back to a positive balance. I have not received no answer as of today. I spoke to XXXX XXXX on XX/XX/2021 and was told that I would get a call back by XXXX, no call was returned. I called back today ( XX/XX/2021 ) I spoke to XXXX XXXX again and he has no answer for me as he has not heard from his upper management. He placed me on hold for 20 minutes before being transferred back to customer service. As we speak I'm still on hold to be transferred back to XXXX. This has been a grate frustration and this mistake is clearly theirs and they should be liable for this mistake.
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| 08/30/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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On XX/XX/2022 I received a letter from Freedom Mortgage providing notification that my husband and I were approved for a Traditional modification of our VA loan. I reached out to Freedom on or about XX/XX/2022 to accept the offer and get information regarding the first trial payment. The representative stated there was nothing I needed to do and since the underwriting department was swamped, I just needed to wait about a week or two for some paperwork to come to me in the mail. During this time I received no communication from Freedom so on XX/XX/2022 I contacted there office and was told again that there was nothing I needed to do, just wait for the paperwork. On XX/XX/XXXX, I logged into my account and saw that my account was now in a foreclosure status. I contacted Freedom and the representative informed me that they now needed proof of where my child support is deposited and a letter of explanation on how the child support is used. I apparently had until XX/XX/XXXX to send in this information, but I never received a letter stating this information was requested. I was instructed to still forward the information over despite being issued an approval. I asked the representative for assurance that my review would not be closed since Freedom failed to notify me and she assured they would keep the review open. Something about that conversation did not feel right so XXXX minutes later I called back and the representative couldn't understand why there was a request for info and an approval listed in their system on the same day, XX/XX/2022. She also informed me that the representatives I spoke with prior should have noted my acceptance of the offer in the system which would have triggered the creation of the loan modification documents. This is the third time that the loss mitigation process has been held up by misinformation by Freedom Mortgage 's representatives. This is an error that could have cost me my home again because how am I to know there is additional documentation required if I was issued an approval?
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| 03/12/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I believe that Freedom Mortgage Company has retaliated against me when I pushed back and demanded to speak to a supervisor to better understand why they kept needing additional documentation in order to assume my existing mortgage after my divorce.
My loan assumption application began on XX/XX/XXXX XXXX when they sent me a package by overnight mail to fill in within 10 days. After months of waiting then starting and stopping, my application went from conditional approval status on XX/XX/XXXX at XXXX to denied by at XXXXXXXX XXXX on XX/XX/XXXX.
XX/XX/XXXX was a federal holiday when I received an email requesting additional documentation with no explanation for why more was needed after I had provided numerous sets of documents all within 1-2 days after request. Despite numerous requests, Freedom never justified their demands for an explanation how I planned pay out my ex-husbands share of the equity. Freedom Mortgage personnel failed over and over to answer my questions and repeatedly acted like I was living beyond my means, despite a credit score of XXXX and more than adequate income to pay my bills. I requested to speak to the people processing the loan for an explanation, then I requested and later demanded to speak to a supervisor with no success. I was on hold and tried to speak to supervisory personnel for over an hour on 2 separate days. I work from XXXX XXXXXXXX XXXX, because they would not speak to me outside of business hours I have had to take days and partial days off to deal with this matter. I firmly believe that Freedom Mortgage would not treat a man in the manner that they have treated me, asking for documentation receiving it with valid justification from me and requesting more and more documentation. Finally, retaliating when I pushed back requesting to speak to a supervisor and refusing to provide personal financial information through unencrypted email. I have since learned that most financial institution have a portal or will use an encrypted email to exchange sensitive documentation.
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| 11/14/2022 |
Yes |
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Web |
Servicemember |
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My home is financed under freedom mortgage loan number XXXX and it is a VA loan.
I made a deal and contracted to have my loan assumed by another veteran. Freedom mortgage has consistently told me misleading information about the process, only handles processes via mail and delays the process and gives non-specific answers. They have also failed to contact me as required/promised on XXXX separate occasions, and I am now at risk of losing the home I am moving to and over {$2000.00}. Here is a breakdown of the activity : Called XXXX, XXXX, XXXX, and XXXX each time requested to begin assumption process, each time told to expect a call within a day or XXXX. No calls. I was advised on XXXX calls it takes a total of XXXX days to close and on XXXX call it takes XXXX days to close. To be safe I set a 60 day close date Each call I requested a number to discuss the packet and process with the assumptions department and was told they do not have a direct contact number or that they refuse to provide me a contact number or email address. I requested to speak to a supervisor on multiple calls and each time this was denied. I requested to speak to the mortgage assumption department and each time that was denied.
Second call on the XXXX and I was told the request was expedited and to call back on the XXXX if I havent heard anything Called on the XXXX, and was told by a representative I would need to start the entire process over.
Called again to request to speak to a supervisor on the XXXX, request wasnt processed and was told to continue waiting.
Advised the bank that this is now going to cost me {$2000.00} in potential closing costs and I will be filing a complaint. An entirely new and different process was explained.
I have made multiple attempts to discover what the process for my entitlement to an assumption is, and a point of contact, and all of them have been vague answers about processes, denial of points of contact, denials for transfers to supervisors or specific agents, and have been overall unhelpful.
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| 07/07/2021 |
Yes |
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- Trouble during payment process
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Web |
Older American, Servicemember |
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The problem I am currently having is with Freedom Mortgage " Loss Draft '' department. We live in XXXX, Texas, and our home was severely damaged during the ice storm event in XXXX of this year.
( XXXX XXXX ). My issue is, that Freedom Mortgages Loss draft department refuses to endorse and return my second and final insurance settlement check of {$5100.00}. We went through this with them regarding the first initial payment of {$9700.00} dollars. They held the first check, stating I was behind on my mortgage, and they weren't going to release it. I did file a complaint thru CFPB regarding that issue, and they returned the check within a week of initial complaint. Repairs got started. I sent the insurance agency the requested pictures of the completed repairs to floors and bathrooms and walls. Insurance company was satisfied with the pics of the completed repairs, and released the remaining {$5100.00} to me. Freedom Mortgage is WITHHOLDING this check from us, and refusing to endorse it, withouit an W-9 from the contractor. This is just ridiculous, when I have provided acceptable proof to the insurance company. When I contacted Freedom 's Loss draft department today, I got nothing but a hard time and total disrespect from the agent I spoke with just a few minutes ago. I am a 14 year Veteran of the United States XXXX XXXX, and this is a VA secured loan, and I honestly don't appreciate this treatment from the LOss Draft department. My wife is suffering from Covid related congestive XXXX XXXX and XXXX XXXX XXXX XXXX, and this stress has put her back in the hospital, under life threatening conditions. Please, for XXXX 's sake just endorse this check and send it back to me. We have lighting work to be completed, and some more wall painting. I do intend to file a complaint also with the mortgage assistance bureau out of XXXX, Texas. We just want this " XXXX of XXXX '' check to be endorsed and sent back, in an extremely timely fashion, so we can spend it as intended, on completing necessary home repairs, PLEASE!!
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| 01/04/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I have had numerous issues with Freedom Mortgage making escrow payments on time and accurately. Here are the most recent issues : XX/XX/XXXX- I called Freedom Mortgage and asked that they pay my property tax prior to the due date of XX/XX/XXXX so that I could avoid additional federal taxes. They paid the property tax on XX/XX/XXXX. Freedom did compensate me {$300.00} for this error.
XX/XX/XXXX - My insurance broker contacted me to say that Freedom had not paid my property insurance and they were concerned that I would lose coverage. I contacted Freedom and they stated that they never received a bill. We created a three way phone call with Freedom, my insurance broker and myself. The insurance company verified that they had the correct mailing address for Freedom and that they had mailed the invoice. I have had 5 mortgage companies and one insurance company over the life of this loan. Freedom is the only company that has not received insurance mailings.
XX/XX/XXXX - My insurance broker contacted me to let me know that Freedom had shorted my flood insurance payment by {$170.00}. This error leaves the property in jeopardy of not having flood insurance for a period of 30 days. Freedom stated that the lesser amount that they paid is what was entered into their system.
As a result of this pattern of errors and issues, I requested that I take over all escrow payments and the Freedom transfer all escrow funds to me. Here is Freedom 's response : XX/XX/XXXX - Operator XXXX - The insurance department does not accept emails, you will need to address this issue with customer care.
XX/XX/XXXX - Customer Care Rep - Please email your request to customercare@freedommortgage.com. I sent my request to that address.
XX/XX/XXXX - Operator XXXX - We do not respond to emails. Your request will be responded to via USPS within 30 days.
In addition to the above concerns about lack of timely and accurate payments, it is clear that Freedom 's communications process is designed to obstruct consumer feedback and communication.
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| 10/03/2023 |
Yes |
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- Struggling to pay mortgage
- Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
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Web |
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Way back in XXXX, 2023, my realtor and short sale coordinator submitted a short sale request to freedom mortgage. They deny ever getting the request.
I filed for bankruptcy hoping to get some relief. It temporarily stopped the foreclosure in may and moved it to XXXX. The bankruptcy was dismissed because of an clerical error that the judge blamed on me. Anyways, so we again, submitted the short sale offer to freedom in XXXX. At which point they agreed to delay sale to review. A few months went by and we changed short sale coordinators to use first title integrity at which point we needed to get them approved on my account to speak about the short sale.
I personally had to call freedom and beg to postpone the foreclosure again because for some reason they were not responding to the short sale offer. Finally after having first integrity approved to discuss my account with freedom, XXXX said they never received a short sale offer and/or the loss mitigation forms and such. Weird right.
So they said they would review within XXXX weeks. That was a lie, it took them a lot longer to review. Finally just last week they came back and said they would need one of the liens on the house to be paid off before they would review the short sale.
So we came back and said the buyer would be willing to pay off the XXXX, but they would like this in writing that the bank would accept the short sale if the XXXX was paid.
What was freedoms response? They will not reschedule the foreclosure this time which is within XXXX hours. They gave us an offer and XXXX time to enact on the offer. This has been the hardest bank to deal with. Its an FHA loan, their money is protected either way. They should be begging us to do the short sale so they get most of their money back plus the interest paid over the last 8 years.
Poor communication on their end and it took them 3 months to pull title records. Now they want to auction my house under me while we have an offer in place that they legally should review but are refusing to.
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| 05/27/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Freedom Mortgages states that they paid my homeowners insurance from my escrow account on XX/XX/2021. The amount of my homeowners insurance was deducted from my escrow account at that time. The insurance company ( XXXX XXXX ) states that they never received my insurance payment from Freedom Mortgage although it was deducted from my escrow account. I called Freedom Mortgage on XX/XX/2021 and they stated that the check for the insurance had been cashed by XXXX XXXX on XX/XX/2021. Freedom Mortgage further stated that they would send a copy of the cashed/canceled check to XXXX XXXX to clear up the matter. At that time, myself and a representative of Freedom Mortgage conference called XXXX XXXX. XXXX XXXX stated that as soon as they received the canceled check they would make my account paid in full. XXXX XXXX never received a copy of the canceled check. I called Freedom Mortgage again on XX/XX/2021 at which time they stated that they will email a copy of the canceled check to both XXXX XXXX and myself within 48 hours. Neither of us received a copy of the canceled check ( again ). I called Freedom Mortgage again on XX/XX/2021 and discussed my frustration with the situation and inability of the company to account for the money taken out of my escrow account. The representative reassured me that within the next 48 hours they would have a copy of the canceled check to both me and XXXX XXXX. She also stated that she will follow up with me to make sure I got it. I told Freedom Mortgage at that time that if they did not follow through within the next 48 hours ( as I have been promised by them on a couple of occasions ) that I will file a complaint with CFPB. The representative assured me that the matter will be taken care of expeditiously. It is now XX/XX/2021 and I still have not gotten a copy of the canceled check and neither has XXXX XXXX. The escrow money has not been returned to my account by Freedom Mortgage and I had to pay my homeowners insurance out of pocket or XXXX XXXX was going to cancel my policy.
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| 11/17/2019 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
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I was told that because I was a veteran who made 12 consecutive payments on time I sas being given a rate reduction refinance free of charge at no cost to me of 1/2 % from 5.15 % to 4.5 %.
If I knew what was going to happen or that it was a lie I would never have committed to doing a refinance. I feel that I was targeted in a predatory manner by my mortgage company.
I am a XXXX veteran and so I get an exemption for my taxes and was waiting on a refund from my escrow account.
In XX/XX/2019 I was contacted by my Mortgage company about this incentive to reduce my mortgage rate from 5 % to 4.5 %.
After a short period, maybe twenty or so days, I was scheduled and had someone come out to the house to sign a very large amount of paperwork ( more than sixty or so pages ) where I was shown that my rate was going to be reduced by about 180.00 per month. I finished signing and the person left.
About three months later ( XXXX ) I received my taxes due and called the mortgage company to submit the numbers and receive my refund of all the overpaid tax money in my escrow account because I receive a large deduction being a XXXX veteran. It was then that I was advised that my escrow account was emptied and used as an advance to pay down my principal on my house from the original XXXX to XXXX.
Fast forward to yesterday where I received a letter from the mortgage company telling me my escrow account was now negative ( XXXX ) and I needed to submit a one time payment of XXXX to bring my escrow account to the minimum or if not, my new mortgage payment would now be an additional {$700.00} per month for the next year, which is more than I was originally paying. This in no way helped or benefitted me and has only put undue stress on my finances.
This was obviously deceitful and harmful and I would have never entered into this deal if I knew this is what it was. Now I have no money for XXXX for my family and no money to cover the taxes due in XXXX for the XXXX district. I dont understand how this is even legal.
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| 11/11/2019 |
Yes |
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- Struggling to pay mortgage
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Web |
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Freedom mortgage prolonged my loan modification process and then when it was too late they filed a foreclosure on my home. I was turning in documents for over four months. They played a strategic game of deception : they would ask for the same documents over and over again.
Two weeks before the foreclosure, they had requested for me to resend some documents that I had sent two months earlier. Then after I sent the documents they said it was too late and the foreclosure had to proceed, because the date was within 37 days of the sale date. They strung me along during the loan modification process, I sent in all the documents they requested. I should have received a loan modification, instead they foreclosed on my home and they did not give me a chance to do a short sale.
I hired a realtor after they told me they were going to foreclose on my home and no longer review my loan modification. The realtor submitted one offer for approximately $ 500k. Freedom mortgage was reviewing the offer with my realtor on a Friday and Saturday. on Monday morning at around XXXX XXXX I get a call from Freedom Mortgage saying that the foreclosure sale would be in about a half hour at XXXX XXXX I asked him well what happened with the short sale that we submitted. Freedom Mortgage responded this is an FHA loan and we need to net profit {$510000.00}. One hour later that Monday morning, my house was sold at the foreclosure auction for {$500000.00}. This was under the {$510000.00} that Freedom Mortgage claimed they needed because it was an FHA loan. More importantly they started the auction at {$390000.00}.
I called Freedom Mortgage that Monday morning and asked them why did they let the property sell for {$500000.00} when I had a short sale offer from my realtor for the same amount. Also I asked them why did they start the opening bid at {$390000.00} when they said they needed to net {$510000.00}. They told me to write a letter and they would try to give me an answer.
I would never recommend Freedom Mortgage to anyone.
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| 08/30/2022 |
Yes |
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- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
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Web |
Servicemember |
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Good evening, I made a payment a mortgage payment to Freedom Mortgage on XX/XX/XXXX for the month of XXXX and this payment was not credited to my account on XX/XX/XXXX. It was credited on XX/XX/XXXX.
This resulted in a negative credit bureau reporting of 30 days late which dropped my credit score by XXXX points with one bureau.
I have always ensured that my payment is made in the month of, most times on the XXXX as I have extenuating financial situations but do not ever want to fall behind on payments.
This has never happened before and I was never formally informed that tis could happen.
I was taken aback by the messages I got online ( this must be new ) and tried sending secured messages immediately. These I will attach.
This mortgage company is taking unfair advantage of consumers as the date is very important to record keeping and the date the payment was made was XX/XX/XXXX.
As I was traveling there was a one hour difference and it showed as XX/XX/XXXX in their system. I did not have available internet service and had many challenges getting to a reliable source to get access to their website as I specifically did not want a late payment.
I called Freedom Mortgage a few times to request intervention and a courtesy and this evening my call was escalated to XXXX employee id XXXX who said there is no courtesy that can be shown regardless of the time the payment was ACTUALLY made vs. the time their system made the credit. He was even able to tell me that he could see each time that I logged on checked and eventually made the payment and sent the messages. All of this was done between XX/XX/XXXX and XX/XX/XXXX for 3 years, 3 years of on-time payments and I was refused a one-time courtesy due to the weekend dates as historically they were able to tell me that all my payments were made between XX/XX/31 but those were week days??... so this being a weekend My credit will be damaged for 7 years??? for a payment that was MADE on their system before the end of the month that they can VERIFY
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| 05/29/2017 |
Yes |
- Mortgage
- Other type of mortgage
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Web |
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XXXX XXXX - Rescinding Offer/cancelling refi loan due to negligence of the Lender. Multiple laws broken/mortgage fraud/lender overriding successor/spouse of community property for spouse, falsifying documents, pushing closing/notarizing through despite requests for cancellation of loan multiple times by both borrower and spouse/No attempt to verify and confirm documentation, contact, basic knowledge, loan details, or aggreeance of spouse and successor of interest of community property/ Multiple incorrect and false documents. Homestead declaration documented incorrectly as waived when it should, would, and will be declared homestead if lenders legally abided by CA state laws, XXXX guidelines and orders, the laws and rules of the FDIC, let alone the ones that are on the documents that you push and fast track borrowers to sign illegally. Also very important is how the EPA you came to is completely incorrect, false, and not agreed upon with Lender ( that was informed twice by m e ) and spouse/successor. XXXX XXXX which I contacted twice on XX/XX/17 . Spoke with her and told her briefly of our legal situation and that I just found the documents to the loan on my home because my lender nor husband informed me of the loan details ; on my and our childs own home due to the borrower on title and lender coinciding. She stated, " I understand and did n't know, we will cancel and void the loan. '' As well as making contact with another employee of Mortgage Freedom just to be safe and she said she will red flag and cancel the loan, and stated, " I do n't know how it got this far! It just needs to be notorized ''. Despite me just finding an electronic copy of the finalized version of the revised loan offer on X/XX/17 because the lender or spouse never notified or sent documents for me to review, no access to your secured document site to view what was going on with my property, knowing my spouse was planning on getting it notorized behind my back, and speaking to two different representatives..
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| 03/30/2019 |
Yes |
- Debt collection
- Mortgage debt
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- Attempts to collect debt not owed
- Debt was paid
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Web |
Servicemember |
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Claimant allegedly became obligated for a loan on XX/XX/XXXX, however, the alleged NOTE was not signed until XX/XX/XXXX, XX/XX/XXXX.
An alleged, loan servicer was assigned on or aboutXX/XX/XXXX XX/XX/XXXX, to collect payments on the alleged loan, and claimants made " good faith '' payments under the assumption that a valid debt existed.
Claimant sent NOTICE to the President of the company that was the alleged lender on the NOTE on XX/XX/XXXX, by certified mail, requesting clarification of the NOTE terms, no valid clarification was received. See Exhibit A Claimant sent a second NOTICE to the President of the alleged loan company, by certified mail, on XX/XX/XXXX, seeking clarification of the alleged debt, no valid clarification was received. See exhibit B Claimant sent Notice to the Title Company that performed the Closing on the alleged Loan on XX/XX/XXXX, requesting specific information about the alleged loan for verification purposes. No response was provided. See Exhibit C Claimant sent a second Notice by certified mail, to the Title Company for a response on XX/XX/XXXX, no response was provided. See Exhibit D Claimant sent the alleged Servicer a Qualified Written Request ( QWR ) by certified mail on XX/XX/XXXX, the debt was not validated nor did the Servicer provide the name and address of the NOTE HOLDER. See Exhibit E Claimant sent the current alleged Service a QWR on XX/XX/XXXX, XX/XX/XXXXXX/XX/XXXX, by certified mail the alleged debt was not validated nor did the Servicer provide the name and address of the current NOTE HOLDER. See Exhibit F Claimant sent a Notice of Error and Demand for Proof of Claim by certified mail on XX/XX/XXXX, to the current alleged Service. No valid response provided.
The current servicer who is a third party " debt collector '' failed to send notice of claimants right to dispute the debt in accordance with 15 U.S.C 1692 .The current alleged servicer is sending threatening letters of acceleration of the debt and foreclosure for unpaid alleged loan payments.
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| 06/27/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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I recently worked with Freedom Mortgage to assume my original mortgage, in order to remove my ex-spouse 's name. I was never told during the process that it would change anything in my online account. However, evidently my autopay was deleted in the process. Luckily, I noticed within the grace period that my scheduled mortgage payment hadn't been withdrawn from my bank account on XX/XX/23. I called Freedom and was told my autopay got deleted when the mortgage was assumed. I logged into my online account and added the autopay back. Then on XX/XX/23, I tried to log back in to again and was told my account access has been permanently blocked because I had assumed the mortgage. Evidently, Freedom prevents assumed borrowers from having access to the financial information of the original borrower. However, not only was I never told that assuming the mortgage would mean I'd lose online access, it makes no sense to block me from my own financial information.
I NEVER would have gone through the assumption process if Freedom had told me it would mean I would lose online access, but at no point in the process was that mentioned, as it should have been. I did not need to remove my ex-spouse 's name from the mortgage ; it was purely a matter of convenience. I just now spoke with someone else at Freedom ( XX/XX/23 ) and evidently the blocking of accessed for assumed borrowers is a problem that IT needs to resolve, but there's no information about whether or when this issue will be resolved -- weeks? months? years? -- and in the meantime, I am unable to access my account.
It would be helpful if CFPB could work to ensure that Freedom mortgage is prioritizing this issue so that whatever IT solution can be designed is implemented in a timely matter. No access to an online account means I have to take care of everything -- payments, changes to autopay, account monitory -- by phone or by postal mail, which is time consuming and burdensome. I can't be the only person this problem is having a negative impact on.
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| 01/26/2023 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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Since XXXX XX/XX/XXXX Freedom Mortgage has not been in compliance with RESPA and continues in its escapades of mismanagement, willful disregard, criminality and/or incompetence in references to compliance to RESPA. As it pertains to the laws and rules on Escrow accounts.
Section 10 of the Real Estate Settlement Procedures Act ( RESPA ) provides protections for borrowers with escrow accounts. Specifically, it limits the amount of money that a lender may require the borrower to hold in an escrow account for paying taxes, hazard insurance and other charges related to the property.
They continue to say they did not receive a lump sum paid in full even though we have numerous times in complaints to them and in letters that were sent since XXXX by certified mail to them.
As well as the most recent certified letter sent to them on XXXX XX/XX/XXXX.
They have charged me a late fee because they created a situation where the payment was approximately XXXX more every month. They continued to bill me and still are doing so for 3 months now.
There was an overpayment of the taxes which I had refunded to me. I now need the overpayments because they are billing extra amounts that they claim is because the shortage was not pain in full there for the are billing me monthly installments creating continued violations of the above mentioned laws as well as FHA laws and/or any other laws that are applicable.
Section 10 clearly says Each month the lender may require a borrower to pay into the escrow account no more than XX/XX/12 of the total of all disbursements payable during the year, plus an amount necessary to pay for any shortage in the account. In addition, the lender may require a cushion, limited to no more than XXXX of the total disbursements for the year.
The lender must perform an escrow account analysis once during the year and notify borrowers of any shortage. Any excess of {$50.00} or more must be returned to the borrower.
Last year they did the same thing creating an overage of over XXXX.
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| 04/18/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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During the beginning of the Corona Vira pandemic, mortgage companies ( including ours ) offered financial assistance to families that needed it, in the form of forbearance. Unfortunately, my late husband did not understand what this meant and applied for this program, without further explanation. It was my husband 's responsibility to take care of the finances but earlier this year he unexpectantly XXXX XXXX leaving me to take of everything. Once I found that we were signed up for this program I immediately wanted to end it but realized that each month 's mortgage will be immediately due in one lump sum once this forbearance is over and I do not have the funds ( like most Americans ) to pay for this so I requested a modification and for my late husband 's name to be removed.
The mortgage company ( Freedom Mortgage ) replied within two weeks and approved the modification only to drastically increase the amount due, an error on their part they said. The escrow due each year is approximately {$7000.00} but the monthly escrow error said {$2000.00}.
Freedom Mortgage also kept my husband 's name on the modification even after I had submitted his death certificate to them as proof.
This back and forth has been going on for the past seven weeks with a different representative telling me, " the issue will be fixed '' or " the issue has been resolved just wait 10 business days '' or " the underwriter is looking at it now, you should receive a letter by the end of the week '' and I get no response.
Freedom Mortgage has no issue sending me a monthly statement telling me how much I need to pay them and how much is due, but for some reason, Freedom Mortgage can not properly adjust the modification I requested and they approved in a timely manner so I can try to move forward with my grieving process. The amount of anxiety and stress this one company is causing me is really unbelievable, it feels like they want me to give up the home my husband and I had together so they can make a bigger dollar off of it.
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| 10/10/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My mortgage company, XXXX XXXX, sold my mortgage to Freedom Morgage. I was set to auto pay XXXX so every month they sent me a mortgage statement and I filed it away. When they sold the loan, I didn't have any knowledge that it had happened. The first I knew about it was when Freedom Morgage sent me a foreclosure notice ( which I assumed was also junk mail, but I looked at it anyway ).
It turned out I was a few weeks behind on the payment and this was their way of letting me know ... " welcome, you are being foreclosed on '' ... even though it was literally just a few weeks late. I started scrambling around trying to find info on this new lender and realized that they didn't transfer my auto payment so I needed to setup a new account with them to pay it. I did that and then tried to setup an auto payment plan but they wouldn't let me do THAT because they needed my first payment to clear (?? ). So a week later I went in and setup the autopay. Selected the full amount payment on the due date and considered it taken care of.
About 2 months later they sent me another threatening letter saying my escrow payments were going to be short. It turns out they had created an auto payment amount that wasn't for the correct amount. I am going to assume this is because it makes me think they are charging me less ... but of course it was just wrong. The letter said if I did nothing they would adjust my amount. So I left it alone and am chalking that one up to standard deceptive marketing practices at worse and incompetence at best.
However, they ALSO charged me a {$15.00} `` drive by fee ''. Apparently this is because my payment was late in XXXX so they say they charge this fee to make sure the house is ok? I would bet the value of the house that no one drives by and this is just a random fee to get around the fact that they are not legally allowed to charge fees within a 60 day grace period during mortgage service purchase transfers.
This company is a general disgrace and this fee is wholly fraudulent.
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| 03/20/2022 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
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Our home was built in 2020 and we took possession in XXXX of that year. Shortly after this Freedom Mortgage purchased our mortgage. We were with Freedom for about 4 months when they contacted me and said a refinance was available to a lower rate. We started the process for the refinance and the monthly payment was significantly lower that what we were paying at the time so we went with it. My assumption, not knowing much about it and honestly, not reading all the paper work was the interest rate reduction coupled with what we had already paid the principal amount down to had lowered our payment that much.
What I didn't realize is that Freedom had estimated our annual taxes for escrow to be {$1200.00} dollars for the entire year. This was the main reason our payment had dropped so much. There isn't a house in our county that is the size ours is that pays anywhere near {$1200.00} a year in property taxes. Our actual property taxes that we owe annually is generally between XXXX dollars. This gross underestimate on the part of Freedom resulted in our owing now close to 10,000 dollars in escrow fees to bring us back up to date in our escrow account.
Now admittedly, I understand that I should have asked more questions or read the fine print in all of those mortgage papers and there may not be anything you can do for my situation, but my concern is this is a common practice with Freedom or other mortgage companies. My concern is they are grossly underestimating the taxes in hopes that the buyer or refinance customer will not read all of the fine print and take the bait so to speak all in an effort to make a sale or refinance. The way that they estimated so grossly incorrect on our annual taxes is what makes me suspicious.
I contacted the company to see what could be done and they said not much. They were willing to spread out the back escrow amount over 48 months so I am taking that option but nothing else could be done according to them. Thank you for your time and any help in this situation.
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| 09/02/2020 |
Yes |
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- Struggling to pay mortgage
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Web |
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Obtained mortgage from XXXX XXXX XXXX on XX/XX/XXXX at XXXX ARM at 4 % for a monthly mortgage payment of {$4300.00} inclusive of principal, interest. escrow ( property tax, PMI, home insurance ). Mortgage was sold to XXXX in XXXX. In XX/XX/XXXX received letter that from XXXX XXXX monthly payment will be {$5100.00} an increase of {$830.00} due to escrow shortage. Did not get clear reason of escrow shortage from mortgage company for 3 months. ( ARM always remains fixed ) Mortgage was sold to Freedom Mortgage from XX/XX/XXXX. They after few calls, in XX/XX/XXXX said previous company sent me an escrow surplus check in XX/XX/XXXX of {$6900.00} which I never received. The previous company then did escrow analysis afterwards and determined escrow shortage and increased mortgage payment from XXXX XXXX. They did surplus calculation first and then did escrow storage determination. This increased our mortgage payment by {$830.00}.
Requested check of {$6900.00} from previous company took 1 month to reach on XX/XX/XXXX. Freedom Mortgage on XX/XX/XXXX agreed to do a fresh escrow analysis and report back in a week. We called on XX/XX/XXXX and then they denied to do escrow analysis. Rather they asked us to continue to pay the increased mortgage payment as well as the escrow deficit ( approx. total of {$8200.00} ) and that they will do escrow analysis in XX/XX/XXXX. It was very unjustified that they demand for us to pay more monthly for complications in escrow calculations due to no fault of ours.
Incidentally, we continue to keep paying {$4300.00} as we have come to determine that our property taxes did not increase, and all other escrow payments are constant. As per ARM we have never seen mortgage monthly payments increase during the ARM period. They are giving all kinds of reasons to not do justified mortgage escrow analysis and we are being harassed for the past 6 months. It seems they want us to get penalized by forcing us to pay higher monthly payments due to escrow complications, not created by us.
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| 05/04/2020 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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Notified on XX/XX/XXXX that there was an escrow account shortage on my loan. Offered a interest rate reduction refinance to lower my monthly payment to make up for the shortage and soften the blow of what was to be an 85 % INCREASE in my payment ( from {$1100.00} a month to {$1800.00} a month ) Worked with the IRS to subordinate a federal tax lien to be able to do the refi. After weeks of no response I was told I no longer qualified for the refinance without explanation. Mid XXXX, requested and was approved for a 48 month spread on the escrow account shortage. 7 phone calls, countless emails and mailed correspondence to correct this error have been ignored.
Since then, my monthly mortgage payment has increased with no response to my requests to rectify this.
I called to request a 48-month escrow spread for a shortage on XX/XX/XXXX. I was told at that time that this was approved and would be reflected on my account by XX/XX/XXXX.
Since then, my monthly mortgage payment has increased 85 %, no response to my requests to rectify this.
On XX/XX/XXXX I called and logged in to see this had not been updated, it had not.
Again on XX/XX/XXXX I called and logged in to see this had not been updated, it had not.
I again called Freedom directly and spoke with someone who confirmed the error and advised that I call back the next day and this should be fixed.
I did indeed call back on XX/XX/XXXX and XX/XX/XXXX to Freedom and this still had not been resolved. I was told on XX/XX/XXXX that a new ticket has been created and this should be escalated to be addressed and fixed.
It is at that time that I made the new estimated payment of {$1500.00} with the representative over the phone to make sure I wouldnt incur a late fee or mark on my credit report. Payment was made, cleared and is showing in suspense.
As of today, XX/XX/XXXX, the status is still incorrect, late fees are assessed and account is showing delinquent. Those fees are incorrectly imposed, the delinquent status is incorrectly imposed.
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| 06/05/2017 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Difficulty submitting a dispute or getting information about a dispute over the phone
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Web |
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Beginning in XXXX 2017 , Freedom Mortgage increased my escrow/insurance amount by {$25.00} a month and did not adequately notify me. As I was not well informed, I continued to send a $ XXXX monthly payment as normal. I thought all was well as the payment checks cleared my bank ( see attachments ). I received a notice of late payments and credit score c hange from XXXX at the end of XXXX 2017 . Upon investigation, evidently, because the extra {$25.00} per month was not included in my pa yments, Freedom Mort gage moved my payments into a " non interest savings account '' and did not apply any of the payments to my loan. As you can see on the attached documentation, all payments were made on time and as agreed upon. In XXXX , I contact ed Freedom Mortga ge and talked with a representative who instructed me to pay an additional {$110.00} to resolve the issue. In XXXX , I received an other notice from Freedom Mortgage stating my payments were still not accurate. After speaking with three representatives and a supervisor from Freedom Mortgage, I finally have the payments correct as I have now learned of the escrow increase. I filed a dispute with XXXX over my credit score as it has now dropped over XXXX points. Freedom has denied all my requests and have denied any credit review or withdrawal of two 30 day late notices.
I feel I was inadequately notified of the escrow increase and unfairly reported to the credit bureau as I was making payments on time and the amount agreed upon. I do not feel Freedom Mortgage has the right to withhold an entire payment as they have, causing me to be 30 days late for two months and ruining my credit score. I am a model consumer and pay all my bills on time. I feel this is a very unethical practice by Freedom Mortgage. I have researched several websites and have found several other people have reported Freedom Mortg age as well and have had no resolve. It is my hope that there will be actions taken to protect good consumers such as myself.
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| 01/26/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Good day!
I am seeking help from CFPB as numerous attempts of calling our mortgage company has not resolved our issue. Considering this as fraudulent, unfair and deceptive practices towards consumers.
We received tax form XXXX Cancellation of Debt from XXXX XXXX for calendar year 2022. We were initially with Freedom Mortgage and entered in a government offered COVID relief forbearance during the pandemic. After the relief period ended, the lender stated put the total amount due as deferred balance on our loan. Our mortgage was then transferred to XXXX XXXX as of XX/XX/2022. On the mortgage statement with XXXX XXXX reflects the deferred balance which matches the amount on XXXX.
My question is why would we received a XXXX cancellation of debt when our mortgage statement still shows the amount owed as deferred balance? This amount is not cancelled nor forgiven.
We have reached out to XXXX XXXX - response received was to reach out to Lender directly. We reached out to XXXX XXXX- no resolution - response received to reach out previous lender. We reached out to Freedom Mortgage- escalated issue thrice- no resolution to this matter.
We are to file taxes for 2022, and we can not file the taxes unless we are clear on this matter. In my understanding, XXXX cancellation of debt is considered as income - and in this case, debt is not cancelled if it is appearing as deferred balance on our mortgage statement which we still owe. If this debt in actuality is cancelled, we need the deferred balance to be removed from our mortgage and confirmation of the same OR if the debt is not cancelled then a letter confirming that XXXX was sent in error.
There are significant number of homeowners who were affected and were able to save their homes during pandemic due to help from the Government. Looking into this matter, finding a resolution and clear understanding would assist us and all who were impacted.
We are requesting help and appreciate your review in this matter.
Thank you Respectfully.
Regards.
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| 08/10/2021 |
Yes |
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- Trouble during payment process
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Web |
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On XX/XX/XXXX I received information regarding a streamline refinance with Freedom Mortgage. Everything was approved and closing was scheduled for XX/XX/XXXX. Since I pay my payment bi-weekly and the XXXX payment wouldn't be completed until the XXXX, I was told to wait until XX/XX/XXXX to complete my closing. I was also assured that my automatic payments would be stopped after the XX/XX/XXXX payment. I was never informed that I needed to go in and stop the payments. I asked this on several occasions. Well my loan closed on XX/XX/XXXX and funded to the account on XX/XX/XXXX. I looked at my account and saw that the ACH had not been cancelled out yet and I took the steps to cancel it myself. I received an email that day that it the cancellation had been processed and no further payments would be taken. On Monday XX/XX/XXXX a payment of {$670.00} was withdrawn from my checking account. I called customer service and was told that I needed to submit a copy of my bank statement to initiate a refund. I could not submit a printout from my online banking system, but the actual statement, which does not come out for several weeks. I attempted to contact Customer service through XXXX and was told to send an email for them to review the account. I was contacted this morning by XXXX XXXX who told me that I have to wait 15 days and a refund will be processed. I asked why I have to wait 15 days when they took the money immediately, when they were not supposed to take anything. She was condescending and blamed me for not stopping the payment sooner. She then told me to contact customer service again. She is the most unprofessional one I have ever talked to at Freedom Mortgage and she should not have a place in any customer facing department. I am now waiting on the return of my money which could be anywhere from 15 to who knows how many days. I inquired about who was going to cover my other bills while I am waiting on these funds to be returned, and again I was blamed for the issue. Very unprofessional.
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| 02/18/2021 |
Yes |
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Web |
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I was contacted by Freedom Mortgage by XXXX XXXX XXXX NMLS XXXX on XX/XX/2021. XXXX provided me an email stating I would have {$0.00} cash to close prior to me completing my initial disclosures. On XX/XX/2021 @ XXXX PST, XXXX called and stated we are " Clear to Close '' and not to make the XXXX payment as we will be going to docs right away.
When I requested the CD, XXXX stated I will now need to bring {$1200.00} cash to close to which I explained this was not acceptable. XXXX came back a couple days later stating there are no other options as I don't qualify for other programs to now have {$0.00} cash to close ( Mind you he sent in writing that it will be {$0.00} cash to close and my initial disclosures reflected the same ). I emailed the escalations department a copy of the email from the XXXX with Freedom Mortgage and they explained this was being looked into.
It is now the XXXX and I have had to call in daily to see what's going on with my file as I am told, " Its being reviewed and escalated ''. Today Freedom Mortgage calls and tells me they let my pay off expire back on the XXXX and I would need to come in with {$580.00} cash to close because they did not order an updated pay off and they can not pad the closing. I again explained this was an error on freedom mortgage and I do not agree to these terms.
My XXXX is telling me if I don't come up with this my loan will most likely not fund this month and I will need to pay the mortgage payment that I am not being charged a late fee on because I was told NOT to pay this month. XXXX told me this is not his Freedom Mortgages fault and claims he never said to not pay yet the conversation was recorded XX/XX/2021 @ XXXX PST.
This is the second refinance I have done with Freedom Mortgage where they stated in writing {$0.00} cash to close and at the signing try and charge me in an attempt to strong arm me into paying. I am not sure if this is due to being a minority or what but this is not an acceptable way to conduct business!!!!
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| 07/20/2016 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
Servicemember |
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On XXXX XXXX, 2016, we closed on a new house with a Mortgage from XXXX Bank and we made our first mortgage payment on time for XXXX XXXX, 2016. In late XXXX, I received a call from Freedom Mortgage saying they had purchased the mortgage from XXXX Bank. During this phone call, I asked multiple times where or who do I send my XXXX XXXX payment to and was told multiple times, I would skip my XXXX XXXX payment. I have since found out Freedom Mortgage has a recording of this call.
On XXXX XXXX, 2016, I received a call from the collections agency of XXXX Bank ( now XXXX Mortgage ) informing me that my XXXX XXXX payment was late. After talking with the multiple people, in collections and customer service, I found there was no record of the mortgage transfer in XXXX 's system. As XXXX Bank just merged into XXXX, I was told later, it 's likely an error during the merger of the data from XXXX system to another.
On XXXX XXXX, I also made multiple phone calls to Freedom Mortgage, the first XXXX people I spoke with again told me I did not need to make any XXXX XXXX payment, it was only until I spoke with a supervisor that I was told I did. I immediately disputed this and asked for them to pull and review the call. I also found out that a payment has been noted as being made to my mortgage account on XXXX XXXX, 2016 in Freedom Mortgage 's system which I did not make.
I was very careful to ask, and asked repeatedly of Freedom Mortgage where to send my XXXX XXXX payment and was told repeatedly by multiple customer service representatives that I did not need to make this payment. The initial phone conversation with Freedom Mortgage made it clear to me that the loan had been sold and completely transferred to Freedom Mortgage as well.
I took considerable effort and time in reviewing this issue with the Freedom Mortgage representatives before skipping a payment and was lead to believe by Freedom Mortgage that XXXX Bank XXXX XXXX no longer had any interest or ownership over my loan in late XXXX.
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| 05/19/2022 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
Servicemember |
|
My mortgage company Freedom Mortgage who was supposed to help me do a VA cashout loan after closing my VA streamline in XX/XX/XXXX. Loan for simply some extra money so I could do some home improvements. This process started XX/XX/XXXX. Shortly after I paid to start the process, I did everything that was needed, I get a letter from Freedom stating that I owed supplemental taxes on my property, that I was unaware as the mailing address was Freedom Mortgage and not myself. I called the county assessor and confirmed that the letters were sent out, and they gave me the amount and date of due no later than. I told my VA cash out loan person and was told specifically not to pay it myself as it would be included in the loan. I then paid for all the inspections they required by XX/XX/XXXX expecting to close 45 days from XX/XX/XXXX. I gave all the required documents with such a lack of communication on there behalf sometimes having to resend the same documentation sometimes 3-4 times! I have multiple emails from XXXX all the way thru XXXX XXXX saying that the supplemental taxes would be included in my cash out loan. Its now XXXX and I am receiving a letter in the mail saying that Freedom the same company that told me not to pay it, now payed my taxes that I was gon na pay myself in XXXX in XX/XX/XXXX and raised my escrow {$800.00} without permission from me, and after being told not to, I am getting now overcharged for their many mistakes and false statements and false directions. This is horrible as I am a Veteran, and that they would feel in their best interest to advantage of me and think they could raise escrow prices as they see fit, but because my premium didn't change it is their loophole to not even give warning and raise someone's mortgage {$800.00}. I have submitted that on XXXX XXXX XXXX they were still saying they would put the taxes in my loan and it wasn't true, they paid the taxes as of XX/XX/XXXX which means they were going to add the loan on top of their raises prices to me.
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| 09/29/2023 |
Yes |
|
- Trouble during payment process
- Escrow, taxes, or insurance
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|
Web |
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1 ) In XXXX I called Freedom Mortgage and asked them to remove my PMI because the equity in my home had grown so much. They specifically told me I did not have PMI insurance payments which was not true. My house is now worth over {$500000.00} and they are still charging me PMI after repeatedly asking for this to be removed.
2 ) I questioned why my payments went up more than $ XXXX monthly and they could not give me anything specific except " YOUR INSURANCE PREMIUM MUST HAVE WENT UP ''. i HAD NEVER HAD A CLAIM ON MY HOUSE. They forced me to allow them to manage my own money to pay my insurance from an escrow account. They said it was mandatory. They were in charge of making my payments to my Insurance companies, ( FLOOD, Homeonwers, & Taxes ) .It was all out of my hands and I would get letters from the tax office and insurance companies that my insurance was late, due etc...
Earlier this year I got a letter that my flood insurance was canceled for nonpayment and that led me on an investigation that found Freedom Mortgage placed " FORCED FLOOD INSURANCE '' on me. I had also found and had proof that I had my own Flood and Homeowners insurance the whole time as well. I have provided them with proof of the cancelled checks for all the payments from the insurance agencies however they have refused to give me proper documentation or refund me for over {$6000.00} for the forced insurance that their company personally and finacially benefited from. STILL NOT ALLOWING ME TO PAY MY OWN BILLS SO I KNOW WHAT AND WHEN MY BILLS ARE PAID. I found all this out when I was going to sell my house and the new buyers wanted to know if my flood insurance would transfer-I ALSO LOST THE SELL OF THE HOME AT THE ASKING PRICE OVER THIS WHOLE ISSUE. I WANT COMPENSATED CORRECTLY FOR ALL OF MY LOSSES! THIS IS CRIMINAL WHAT THESE PEOPLE DID. I have been on hold for hours and reached out to them dozens of times and nothing, They have all the power and neglected my finances which I have very high regard for.
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| 01/14/2024 |
Yes |
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- Closing on a mortgage
- Changes in loan terms during or after closing
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Web |
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I called Freedom mortgage 3 years ago and asked why I was still paying PMI and the representative told me I was not paying PMI. Later on I realized I am PMI still and he was dishonest or mistaken. I have called and written requests of removal 4 times and each time they give me a different answer each time with a new denial. Freedom Mortgage sent me a letter with " GREAT NEWS '' stating My home value was {$600000.00}. My loan with them is now {$120000.00}. My original loan was {$150000.00} with over {$7000.00} put down for closing.
The law states that I should have my PMI removed and I want to file a complaint that they have continued to refuse and deny the PMI refusal for their own financial gain and nothing else. That the threat that PMI was intended to protect them and is no longer there.
PMI Cancellation Act benefits me under the right to remove PMI once you have reached 20 percent equity in your home ; that is, once your loan balance reaches 80 percent of the homes original value. So, I get a 2 percent jump here, which saves me from having the PMI payment.
For example, 20 percent equity in a {$300000.00} home means you can submit a cancellation request when your outstanding balance is {$240000.00} {$6000.00} less than the 78 percent equity threshold.
I QUALIFY BECAUSE I HAVE DONE THE FLLOWING : -- -I have made the PMI cancellation request to my lender Freedom Mortgage in writing.
-- -I have been current on your mortgage payments, with a good payment history.
-- -I haveno other liens on the home or second mortgages.
-- -I recieved Freedom Mortgage 's very own appraisal in the mail stating my home was valued at {$600000.00}. My homes value has skyrocketed not to mention the entire home was completely and elegantly remodeled. That notice of the value directly from Freedom Mortgage is attached.
-- -My original mortgage was $ XXXX and now I owe {>= $1,000,000} ... ,20 % equity is {$31000.00} which calculates to {$120000.00} BELOW WHAT I OWE SO I DEFINITELY QUALIFY!
|
| 05/01/2020 |
Yes |
- Mortgage
- Other type of mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I have made several calls during XX/XX/2020, asking for help. I learned about forbearance option, 3 months, then I " would have to pay a balloon pymt at the end of the 3 months timeline! '' Through XXXX, I called numerous times wanting to talk to someone and was put on hold for ever and ever or was disconnected while being transferred to loan mod dept, and some of the CSR 's were horrible, totally not interested in helping, bored negative attitude, not into their jobs obviously. I told the 3 or 4 diff CSR 's " you can't do that and who will have that large amount of money to be able to pay a balloon after forbearance timeline? '' I also asked a few times to speak to someone re : loan modification ; and was told every time to go their web and fill out a form and was also told I " must go through forbearance plan first before a loan mod can be considered. '' What Freedom Mtg does not tell you is that both forbearance or doing a mtg loan mod would blemish/damage your credit and that doing a forbearance would then force you to having to stay with them for another 12 months. Also I am upset because their web specifically asks for your complete SS # in order to setup your on line mtg. account ; they should already have my complete SS # plus I refuse to provide my entire SS # and address, etc, on their web, which is a great start opening the door up for identity theft to occur because they would see my entire SS #, my address, etc. NOT!! I hate Freedom Mtg : have read a lot about them since virus stayinplace lock-down and everything I've read is not good, very negative stories re terrible mtg service ( even before the virus ) with Freedom Mtg. Also had a ph appt scheduled today ( 3 days advanced scheduled ) XX/XX/XXXX at XXXX EST, was told either of two ( 2 ) refi experts would call me, waited all day, no one ever called me nor did the mtg scheduler, return my call when I called her at approx XXXX ; XXXX EST. ( I will provide a copy of our email dialog re my appt scheduled. TY
|
| 04/23/2019 |
Yes |
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- Trouble during payment process
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|
Web |
Servicemember |
|
My home loan is serviced by FREEDOM MORTGAGE XXXX. XXXX XXXX XXXX, IN XXXX. Their website is freedommortgage.com and it is available for online payments.
On XX/XX/2019 I utilized their website to make an online payment. Upon completion of the payment process, I received a screen prompt advising me that a technical difficulty had occurred and my payment was unable to be processed. I called and spoke with a call taker and processed my payment. The call taker confirmed that my records showed an attempted but failed payment. The call taker confirmed that no payment was processed. I completed the process and made a successful payment.
On XX/XX/2019 my bank records showed that two payments from Freedom Mortgage had been debited from my checking account. Due to the duplicate payment, I now had a large negative balance, overdraft fees and I was broke.
This was a duplicate payment and it was an error by the online system. On XX/XX/2019 I contacted Freedom Mortgage and was advised I made the payment and they could not help me. I was told I could request a refund, but I would need to provide a bank statement. I provided the statement but then was told a refund wasn't possible but they would look at my statement in 24 hours. I spoke with a manager and was advised I might be able to be given a refund, but that it would take 48 hours to review my statement and over a week to complete the refund.
Freedom Mortgage did not admit to the error. I was accused of fraud and I was told it was my fault. I disputed the transaction with my bank and that investigation is pending.
I was treated unfairly, a duplicate transaction was taken from my account without my authorization, my request for a refund was not taken seriously and it was denied. I spent over an hour on the phone without any resolution and was told conflicting information. My online mortgage account transactions appear to not be secure. I am broke and now responsible for overdraft fees. This incident was no fault of my own.
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| 09/06/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
|
|
Web |
Servicemember |
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I have a mortgage with Freedom Mortgage ( FM ). I did not choose this company. My loan was sold to them. Payment is due the XXXX of each month. I pay {$3200.00} on the XXXX. In XXXX of this year, due to the holiday, my payment was made and accepted on XX/XX/XXXX by FM for {$3200.00}. Later in the month, I received notice from FM my XXXX mortgage payment was not made. I checked my account to see they received my payment. Confused, I spoke to a FM employee on Friday, XX/XX/XXXX, to find out my payment was changed to account for a shortfall in my escrow account. I was charged a late payment because my money was put into a holding account and not applied to my account due to being considered a partial payment. I asked the rep. To seek approval to cancel the late fees for the confusion and stated I would send the {$100.00} the next day. She got approval and we ended the call. I made payment for {$110.00} the following morning, a bit more than {$100.00} she requested. XXXX XXXX, my bank, shows the money taken from my account Monday XX/XX/XXXX. All was done and I made my XXXX payment to cover the new requested monthly payment. On XX/XX/XXXX, using XXXX XXXX, I found my credit score dropped more than XXXX points to find FM reported I was 30 days late on my XXXX payment. I immediately called FM to plead my case and they would not work with me. I made my XXXX payment on time and paid the new difference within one business day of knowing my payment was changed. I would like to have my credit report updated. I could see if I did not send my total payment. In this case, stating I did not make payment when they had {$3200.00} of the needed {$3300.00} for the month of XXXX is just wrong. To repot me for failure to make a payment on their inability to tell me on my call with them on XX/XX/XXXX I was going to be turned in is not good business. They have no heart for the working man proud to say in 30 years I have never been late on a mortgage payment. Help is needed to make this right.
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| 08/18/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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With Regards to Loan # XXXX On approx XX/XX/2021, XXXX from Freedom Mortgage called me asking if I would be interested in refinancing my existing mortgage. Freedom mortgage has been reaching out to me for at least 6 months at this point to reduce my current APR so I finally caved and started a refi application. My credit score came back around XXXX however, I was told by XXXX that my APR would only go down from 2.875 to 2.41 which would only reduce my monthly payment by $ XXXX/month. She stated she would get with her management team to get a pricing exception and would get the rate reduced to 2.25. I thought this was fantastic and waited for her to get the necessary approval. I waited a day or two and never heard back and finally reached out to her and was told the request is still pending management approval. Then, on XX/XX/XXXX, I receive a letter in the mail saying my loan application has been withdrawn and cancelled. THIS WAS DONE WITHOUT MY CONSENT/APPROVAL and I have no idea why Freedom Mortgage decided to make this decision on my behalf without even getting my acknowledgement and approval. I called back again and was told management denied my pricing exception request. Mind you, it was not me that reached out to Freedom but Freedom mortgage reached out to me to get this rate reduction. However, now, I am left with a credit inquiry on my credit for no reason. If my rate reduction was only from 2.875 to 2.41 then, why wasnt their representative diligent enough to determine this would have been a huge waste of everyone 's time? Instead, I am left with an inquiry on my credit for no reason. Not just that but this no good inquiry will impact future applications. I am demanding they right this wrong by giving me the 2.25 % APR their representative had promised me. Again, I didnt want to do this, it was their representative that started this whole mess and then left me high and dry. This is unacceptable behavior and an unethical way to treat a prime customer as myself.
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| 04/29/2021 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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Approximately 30 days from XX/XX/XXXX, I called Freedom Mortgage and informed them that I had received a delinquent tax bill. I spoke to someone in the tax department at Freedom Mortgage at XXXX XXXX XXXX XXXX, and they told me that since I recently refinanced ( i.e., XXXX of XXXX ), there was a delay in their paying the tax bill but assured me that it would be paid within 21 days.
I then received a delinquent tax bill on XX/XX/XXXX, and I immediately called the tax department at Freedom Mortgage and spoke to a customer service representative with ID # XXXX. She informed me that Freedom Mortgage had sent a check for the delinquent tax bill on XX/XX/XXXX in the amount of {$3100.00}. XXXX ( approximate amount ). When I informed this person that the tax bill is in the amount of {$3400.00}, she immediately referred me to the tax department of Freedom Mortgage. I then spoke to XXXX at Freedom Mortgage Tax Department who informed me that a check in the amount of {$3400.00} had already been sent via XXXX and that the check should arrive at the municipal tax office by XX/XX/XXXX. When I asked her what date this check was allegedly sent out, she said that she could not access that information.
On XX/XX/XXXX, I spoke with XXXX at Freedom Mortgage Tax Department who informed me that the check had NOT, in fact, been sent out but that it would be going out today, i.e., XX/XX/XXXX, and she provided a XXXX tracking number of XXXX. I informed XXXX that I would be following up on this and then informed her that I would like to file a formal complaint for being provided with misleading information. I was then transferred to XXXX at the Escalations Department who took my complaint and said that an investigation would be forthcoming.
My issue is that from the outset I was provided with misleading information, and I had to relentlessly pursue my issue until someone at Freedom Mortgage took notice. I do not think that misleading customers is ethical and I want this to be addressed.
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| 05/10/2016 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
Servicemember |
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Freedom Mortgage company bought my mortgage from XXXX XXXX company in XXXX 2015. I made my last payment to XXXX in XXXX 2015 and every payment after to Freedom Mortgage. XXXX sent the XX/XX/XXXX payment to Freedom Mortgage 3 days after they received it from me. In XX/XX/XXXX I sent 2 payments to Freedom Mortgage, one I put a stop payment on because I had the wrong account information on it the other had the correct account info.
I have sent Freedom Mortgage proof of payments for each month ( XXXX XXXX {$940.00} electronic payment to XXXX, XXXX XXXX {$940.00} to Freedom, XXXX XXXX {$930.00} to Freedom, XXXX XXXX {$930.00} to Freedom, XXXX XXXX {$930.00} to Freedom, XXXX XXXX {$930.00} to Freedom, XXXX XXXX {$930.00} to Freedom ). I have been trying since XXXX XXXX to get Freedom Mortgage to apply the payments to my account and bring me current but to date they still have not. I also had an escrow balance that was transferred from XXXX to Freedom but they ca n't tell me much about that either.
I keep getting harassing phone calls and threatening letters from them even though I have sent them the proof of payment that they requested. I even had a 3-way call with XXXX and Freedom Mortgage where XXXX tried to tell Freedom that they received the money and within 3 days transferred it to Freedom, but even that was not good enough.
So six months later, after talking to supervisor after supervisor and being promised to resolve the issue or escalate it higher, I still can not get this issue resolved. I have been accessed late fees and negative marks on my credit file all because they are not willing to do their job.
How is it that a mortgage company can get away with destroying a person 's livelihood and credit? Who holds these people accountable? I think Freedom Mortgage is in the business of hiding or conveniently misplacing payments in hopes of a quick and easy mortgage take over. This company should be investigated because of their questionable business practices.
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| 03/23/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My mortgage was sold to Freedom Mortgage company. In the course of less than 6 months, Freedom Mortgage company has repeatedly mismanaged my escrow account which has lead to 1 ) a shortage in my escrow account to cover home property taxes 2 ) an inaccurate escrow evaluation on XX/XX/XXXX in spite of accurate state tax information that is available online and that I also provided via fax on XX/XX/XXXX, and 3 ) refusal to correct the inaccurate escrow evaluation in a timely manner and communicate changes to me.
I have made multiple phone calls to Customer Service both before and after requesting an escrow evaluation be completed on XX/XX/XXXX. During that call, I was told I had to provide my property tax information, which I did on XX/XX/XXXX and received an email stating that it may take up to 30 days to address my questions. No correspondence was received within that timeframe. I called Customer Service again on XX/XX/XXXX and requested an escalation of my request. I was told that I would receive an updated escrow analysis by early XX/XX/XXXX, which would be in effect for the XX/XX/XXXX payment. On XX/XX/XXXX, I logged into my account online to pay the mortgage due by XX/XX/XXXX and found an amount due that was greater than the amount on my XX/XX/XXXX statement. I made a call to Customer Service, who told me that there was an escrow analysis completed on XX/XX/XXXX and that the payment would be in effect for XX/XX/XXXX. I pointed out to her that this was in direct conflict with what I was told when I called on XX/XX/XXXX, and that no updated document was posted online nor mailed to me.
This company has failed repeatedly to handle my escrow account appropriately or communicate changes. Their incompetence has caused me to spend multiple hours on the phone with Customer Service while my escrow account continues to be under-funded and mismanaged. How can I as a consumer request a change to my mortgage lender? I would never, ever, choose this company for any service.
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| 01/06/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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Hello, My name is XXXX XXXX and I am having a problem with Freedom Mortgage Corporation located in New Jersey. In XXXX I obtained a loan with XXXX XXXX XXXX XX/XX/XXXXlocated in XXXX, Washington. I'm hoping to get to attach page XXXX of the related Deed of Trust. In XXXX the loan was purchased and assigned to Freedom Mortgage Corporation. I'm hoping I can attach the Assignment. Around XXXX I paid of the loan balance in its entirety. The XXXX XXXX department at Freedom Mortgage has these documents because I faxed them both to them at XXXX I am now in the process of selling the property that this loan was secured to, but am unable to do so because Freedom Mortgage Corporation never reconveyed the Deed of Trust, so their lien still shows on the property.
The title company XXXX working with, XXXX XXXX XXXX, XXXX located in XXXX, Washington, and I have had several calls with Freedom Mortgage attempting to get them to help us. The closing on the property has been delayed and the transaction is at risk of not closing. Prices are dropping in the real estate market every day. If this deal collapses, the property will likely not sell for as high a price as it would if it closes now.
Freedom Mortgage is unable to locate the loan number and therefore does not want to address filing a reconveyance. I was just on the phone with them for over an hour with XX/XX/XXXX XXXX XXXX XXXX. My old loan does not show up in their system. Logically, if I have provided them the assignment of the loan to Freedom Mortgage that they recorded with XXXX XXXX, and I do not have a loan balance showing up in their system, the loan must have been paid. Unfortunately, when the loan was paid they did not bother recording a reconveyance. The have told me that their records from that time period have been purged and my old loan does not show up in their system.
I need Freedom Mortgage to record a reconveyance with XXXX XXXX before the proposed buyer of my property walks aways from the transaction.
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| 08/13/2022 |
Yes |
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- Trouble during payment process
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Web |
Older American, Servicemember |
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I signed up for Automatic payments to be paid with my checking account with Freedom mortgage and gave my banking information and was told I was approved of that payment method. Then I find out that according to Freedom mortgage I was a month behind on several monthly payments. That although my mortgage was being deducted monthly that I was behind a month. My payments were taken out on the XXXX of every month, but they told me they had to report me as being late. I tried resolving this with them, Freedom Mortgage but got nowhere. Then Covid hit and I signed up for forbearance to protect myself. To make this short and brief I was unknowingly put into a class action lawsuit and was awarded a miniscule amount of money they were charging EVERYONE who was either slow or Late. My credit is exceptionally good at XXXX. This mix-up is hurting my score from being higher. I've NEVER not payed my monthly mortgage since I bought this home in XXXX. In fact when Freedom mortgage bought my mortgage from my 1st mortgage company, that 1st company told Freedom I had no homeowners insurance and Freedom mortgage Automatically " signed me up for homeowners insurance that cost me an EXTRA {$500.00} For XX/XX/XXXX and an EXTRA {$500.00} for XX/XX/XXXX. I was out {$1000.00} and couldn't buy XXXX gifts or home heating oil. When I questioned and complained Freedom mortgage didn't care. Needless to say I was put into ANOTHER class action lawsuit against my first mortgage company XXXX XXXX because of " THEIR '' shady practices of screwing homeowners. I'm a 100 % XXXX veteran who is tired of losing money to both FREEDOM MORTGAGE & XXXX XXXX COMPANIES. ENOUGH IS ENOUGH. I want to be made whole by Freedom mortgage and those 2 so called " LATE '' payments taken OFF my credit report. Please help me resolve this. All it would take is an " HONEST '' and understanding individual to make things FAIR & RIGHT. THANK YOU, SINCERELY XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Massachusetts XXXX. Cell # XXXX
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| 08/08/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
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In XX/XX/XXXX I submitted a complaint against Freedom Mortgage and it appears they do not understand not only contract law but the simple fact that a Federal Law supersedes any of their " rules ''. Since XX/XX/XXXX I have been dealing with these guys so lets talk legal terms. 1 : In your last response you spoke of a " Contract '' that is between Freedom and Myself. In basic contact law one must have a contract, review the contract and approve the contract to be held accountable for said contract. Freedom purchased my home loan and I have never seen, or agreed to any terms with a contract that was never delivered to me. IAW If an agreement is not signed, the terms of it are generally not binding. Binding means that the parties are legally obliged to carry out their obligations/duties in the contract. Not only did I never agree to your terms ; I have never seen your so called contract. Most contracts must contain two elements to be legally valid : All parties must be in agreement. Something of value must be exchanged -- such as cash, services, or goods -- for something else of value. 2 : In XX/XX/XXXX Freedom was found guilty and paid a {$2000.00} dollar fine to the State of Mass and was also found guilty of Federal laws which is exactly what Freedom is doing currently. Freedom is currently in violation of the Mortgage Relief Act of XX/XX/XXXX which states if a borrower submitted a payment that covers the Escrow, Principle, and Interest the mortgage MUST process this as a full payment and later will receive the late payment from the borrower. Federal law trumps any rules that Freedom might have in a contract I have never seen or agreed too. 3 : So going forward in may I owed only XXXX and moving forward I am only owe Freedom a back payment of XXXX in late fees. Even in your own response you admit to not following Federal Law. So I am no longer playing this has gone too long. You will apply those payments as required by law or I will be forced to take this further.
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| 08/20/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I was never credited back money owed to me for two separate issues with Freedom Mortgage. First issue is an overpayment during the payoff of the loan and was never credited back the overage amount. A payoff quote was ordered on XX/XX/XXXX for a payoff through XX/XX/XXXX. On XX/XX/XXXX the automatic payment was debited from my XXXX XXXX XXXX checking account in the amount of {$2200.00}. On XX/XX/XXXX, Freedom received a payoff check from XXXX XXXXXXXX XXXX in the amount of {$130000.00} which is an overpayment and I am due the difference back to me. I called Freedom on XX/XX/XXXX spoke to Call Center representative XXXX who confirmed the payoff check was received and that I would get the refund credited back. I never did receive the credit back and it is 5 months later.
Second issue is related to the escrow account with Freedom Mortgage. I never did have impounds for insurance or property taxes, I always paid on my own. Freedom force placed insurance causing an escrow account to be created in my name which was incorrect since I did have insurance coverage and provided proof of insurance. I called on XX/XX/XXXX and was forwarded to XXXX. I followed their instruction to email copy of XXXX homeowner policy to XXXX so that I could get back {$1200.00} from escrow account. I was told a check in the amount of {$1200.00} was issued payable to XXXX and {$17.00} came back which they credited to the escrow account. I am still waiting for the remaining refund of {$1100.00} which is owed to me from XXXX. I also called on XX/XX/XXXX at XXXX Hawaii Time , spoke to XXXX at Insurance Dept . I was told again to send homeowner policy for XXXX which I did. I also spoke to agent # XXXX from escrow department on XX/XX/XXXX. On XX/XX/XXXX, I called again spoke to a supervisor who confirmed homeowner policy was received but I still dont have my refund back. I am due a refund of {$2200.00} for overpayment on the mortgage loan payoff plus the {$1100.00} remaining escrow refund from XXXX
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| 03/14/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XX/XX/XXXX I applied for a Refinance/Cash-Out Mortgage Loan with Freedom Mortgage Corporation, XXXX XXXX XXXX XXXX XXXX . XXXX, XXXX XXXX, NJ ( XXXX ID : XXXX ) XXXX-XXXX in the amount of {$75000.00}. I was approved and Closed on XX/XX/XXXX. My payments were to start XX/XX/XXXX!
In the meantime, I paid Freedom Mortgage on XX/XX/XXXX an ACH Withdrawal in the amount of {$860.00} for my XX/XX/XXXX Mortgage Payment. {$90.00} was the Applied Principal Payment in that amount! On XX/XX/XXXX I also paid by check {$2100.00} Additional Applied Principal Payment Only on my loan. A total of {$2200.00} was given Freedom Mortgage for Principal Payments! My New Principal Balance was brought down to {$72000.00}. However, no sooner could the ink dry and not being properly informed that my loan had been transferred on XX/XX/XXXX to XXXX XXXX XXXX XXXX, XXXX, XXXX XXXX XXXX, XXXX, OH XXXX and my 1st Mortgage payment was Due On XX/XX/XXXX! I was livid however, I then paid XXXX on XX/XX/XXXX a check in the amount {$860.00} for the XX/XX/XXXX New Mortgage Payment which caused a " DOUBLE '' XX/XX/XXXX payment! In the meantime, Freedom Mortgage transferred the Wrong Money Amount of {$75000.00} to XXXX XXXX XXXX XXXX as the New Loan Setup Amount instead of {$72000.00}. The Applied Principal Payment Amounts were not applied to my New XXXX Account! There are recorded phone calls to Freedom Mortgage Corporation and XXXX XXXX XXXX, XXXX. ( XX/XX/XXXX thru XX/XX/XXXX ). I have been having difficulty communicating with LOAN SERVICERS from Freedom Mortgage and XXXX XXXX XXXX to this date! When able to speak with these Servicers, the information I received was often confusing and did not provide the clarifications I was hoping for. It has now been ( 3 ) months and these customer service issues has led to delays in obtaining needed resolutions for my mortgage loan. I filed a complaint with the XXXX on XX/XX/XXXX ID # XXXX. Please help me bring this matter to closure expeditiously! Thank you
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| 10/15/2022 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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Hello, My name is XXXX XXXX. My loan number is XXXX. For XXXX months my husband and myself have been trying to get freedom mortgage to correct the amount that we own on our mortgage. We have file complaints with the XXXX hoping that they can help us resolve the issue. My husband has call a number of times and been treated unfairly. My husband and I both believe that we are being treated unfairly because we are both XXXX XXXX and my husband is also a XXXX vet. We have spoken to a customer rep for Freedom Mortgage on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/2022. On XX/XX/XXXX we spoke to a man by the name of XXXX and he promised us that he would fix the situation and that he would call us back but never did. We then call back on XX/XX/XXXX and spoke to a escalation lead rep by the name of XXXX. She also promised us that our situation would be corrected. She also stated that she would call us back on XX/XX/XXXX to follow up with us after she spoke to the underwriter. She never called back. So my husband and I decided to sale our home and Freedom Mortgage still is showing that we owe them XXXX which HUD is also showing this amount on their end which we are being double charged because Freedom Mortgage refuse to remove it from their records and they know that they are providing false information. We also was manipulate into signing a form that we did not totally understand which caused us to owe the XXXX which we take full responsibility for it since we did not read the complete contract and just went on the word of the Freedom mortgage rep. We have tried to resolve this issue but because we are XXXX XXXX and my husband is XXXX, Freedom Mortgage refuses to correct the issue.
The Fair Housing Act makes it illegal to discriminate against someone because of race, color, religion, sex, familial status, national origin or disability at any stage of mortgage process. This has been very stressful and very bad for my health and my husband health well.
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| 10/30/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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This complaint is regarding cancellation of our Mortgage Insurance Policy.
We purchased our home XX/XX/XXXX for {$210000.00} ; loan amount {$200000.00}. Because we did not have a 20 % downpayment, we were required to have Mortgage Insurance. All payments have been made on time. As we approached the two year mark on our mortgage, and after extensive renovations, we asked XXXX ( our servicer at the time ) how to have the mortgage insurance dropped. They asked us to provide a list of the renovations to see if we had enough improvements to get to a 20 % equity position, then they told us we would have to pay for an appraisal to determine the current value.
XX/XX/XXXX we paid {$420.00} to XXXX for the appraisal. XXXX ordered an appraisal and XX/XX/XXXX the appraisal was performed by XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX, UT. The appraisal came in at {$280000.00} - much higher than the required 20 % LTV required to cancel the XXXX. This should have been the point where the XXXX was dropped, however XXXX was now in the process of transferring our loan to Freedom Mortgage. We asked if the appraisal & XXXX cancellation process would be affected by the transfer ( spoke with XXXX XXXX XX/XX/XXXX ) and she said the XXXX would be dropped before the transfer took place - so we proceeded with the appraisal. The cancellation did not happen.
Our loan is now with Freedom Mortgage, {$190000.00} balance. When the billing came for the XX/XX/XXXXpayment, XXXX was still included. We faxed a letter to Freedom Mortgage XX/XX/XXXX ( per XXXX ), along with a copy of the appraisal. The response from Freedom Mortgage was a form letter saying we needed to provide an appraisal from an appraiser of their choosing. When we called to speak to someone about this ( twice ), Customer Service would NOT provide anyone to speak with - they just shut us down and said our call could NOT be transferred to someone regarding PMI, that Customer Service is the only place we can have a conversation.
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| 04/25/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Since XXXX I have attempted to make additional principal payments on my mortgage. These payments have been continuously misapplied, and in several cases, when rectified as to where to apply them ( after lengthy phone calls ), the interest was misapplied on the next months payment, instead of the date the payment was received ( as the Note calls for ). I ma iled additional principal payments to the address as identified on the back on my mortgage statement and specifically stated principal curtailment. These payments were not applied to principal, instead were applied to my regular payment ( which I have auto pay/withdraw done by the mortgage company ). After speaking with XXXX XXXX , they advised to mail to three different addresses : one in Fishers, IN, one in XXXX , OH, and most recently in XXXX XXXX , NJ. Unfortunately, the problem remained the same for each of these addresses ; principal curtailment payment improperly applied to next months mortgage statement. Freedom Mortgage Company states there is no way to do this electronical ly ( either on their web site or electronic transfer ), and by phone mortgage company charges a {$15.00} fee per transaction. Customer service states that additional principal curtailment amounts can not be applied to monthly payments unless they remain same each month. Freedom Mortgage also failed to make tax payment ( despite having bill and their syste m showing four payments per year ) th is XXXX , and resulted in interest being charged . Freedom has since paid taxes and supposedly paid interest, however I am not sure until I see a statement from municipality showing account is clean ( no further interest due ). Obviously this company can not handle simple tasks as principal curtailment and tax payments. I did not choose them and my mortgage was sold to them. All of these are violation of the Mortgage Note, as well as fraud relating to improper application of interest as required by the Note.
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| 11/09/2019 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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I am the Successor of Interest on a Freedom Mortgage acct # XXXX, of Mr. XXXX XXXX who died 0n XXXX XXXX. I have filled out 19 modification packages, been to court 14 times, requested mortgage forgiveness ( mortgage debt relief of 2008 ).
My request was declined and then I was offered a traditional modification on XX/XX/XXXX. I called and spoke to representative to inform them that the offer was too high and more than the previous payment. The representative told me that if I did not sign that my house would be sold on XX/XX/XXXX in a sheriff sale. I signed document and was prepared to pay the 1st mortgage on XX/XX/XXXX Fives days prior ; I received a phone call from Freedom Mortgage assumption department informing me that they could not modify without a copy of recorded deed in my name. In previous attempts I was denied from office of recorder because I did not have " Letters of Administration '' ( although I have performed every duty of Administrator. Recently I filed a " petition to show cause '' for Letters and was GRANTED a hearing for XX/XX/XXXX.
The Mortgage company has now filed paperwork to " Reassess '' damages and is now stating that there is over {$240000.00} owed by the " Estate of XXXX XXXX for this property that was only originally valued at XXXX. My house is scheduled for Sheriff Sale on XX/XX/XXXX. I am confident that the Office of the Register of Wills will give me " Letters upon the conclusion of our hearing on XXXX XXXX. I believe that Freedom Mortgage has infringed upon my rights as Successor in Interest according to the new law implemented in April 2018 by your agency ; regarding the treatment of Successor in Interest. I am seeking relief from this enormous debt which could have been avoided if Freedom Mortgage would have honored the FIRST letter ( dated XX/XX/XXXX ) acknowledging me as the " Successor in Interest ''. Please Help.
MY CASE NUMBER IS XXXX. My phone number is XXXX.
My email address is : XXXX Respectfully, XXXX XXXX
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| 11/10/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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Before my loan was acquired by Freedom Mortgage, XXXX was collecting escrow from me without paying the state. At the end of the year, I was sent a check from XXXX with the entire amount I was paying them, from which I used to pay my outstanding taxes ( which XXXX mistakenly did not pay ). I never paid escrow again to XXXX mortgage.
While I was fixing the problem, my mortgage just happened to be sold to Freedom Mortgage. Freedom Mortgage paid my property taxes, without any money in my escrow account. They paid the state a much larger and very incorrect amount which they are now basing my escrow analysis on.
I 've recently received an updated Escrow Analysis which incorrectly states the total {$1800.00} as a COUNTY TAX. If your team had read my previous e-mails above or listened to any of the previous recorded calls, you would know that the Tax Correction form states a total of {$740.00} as a county tax. Your incorrect escrow analysis states that my monthly payments due will increase from {$470.00} to {$1100.00} starting in XX/XX/XXXX. This is a monthly payment that will be extremely difficult for me to afford.
This is entirely a problem created by both XXXX and Freedom Mortgage. XXXX failed in setting up my escrow account after I closed on my home and then sold my mortgage to you while I was in the middle of fixing the problem. Freedom Mortgage has repeated failed in fixing the problem and you have continually dragged your feet in getting the job down quickly, to the point where now you are stating that my mortgage payments will increase by 135 % This has been an ongoing issue since XX/XX/XXXX. FM 's customer service department appears to be clueless to the situation when I call, missing e-mails, attachments, and facts from previous calls. Every call I have to re-explain the situation and am given no solution but to either call back another time or re-send a previous e-mail. I am simply trying to pay the CORRECT escrow amount without going bankrupt.
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| 10/27/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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This is a continuation of a prior complaint, which was not completely resolved, but was closed by CFPB anyway. There are some outstanding issues, and again, Freedom Mortgage is not responding to calls to their Customer Service Dept ...
XXXX/XXXX/XXXX : Recd an Escrow Disclosure Statement from Freedom. Most of the info is now correct, but there is one amount that appears to be incorrect : On XXXX/XXXX/XXXX, Freedom incorrectly paid {$4800.00} from the escrow account for our home, to pay property taxes on a home with a similar address. They then issued a credit on XXXX/XXXX/XXXX, but for the amount of {$4600.00}. Why did they refund {$200.00} less than they paid out?
XXXX/XXXX/XXXX : Called and spoke with XXXX, who connected me with Supervisor XXXX ( # XXXX XXXX. Both were more friendly and helpful than anyone Ive dealt with to this point, and I gave them an overview of the history. I told them that we are 95 % there, but just need this discrepancy explained. XXXX said that she would get back to me between XXXX and XXXX tomorrow ( XXXX ).
XXXX/XXXX/XXXX : Havent heard anything from Freedom Mortgage. Called them at XXXX, 17 minute call. The guy read me some ancient history about our property taxes being paid for the wrong parcel, and no refunds from XXXX County. I explain that that is not my problem ; my only concern is the {$200.00} discrepancy between what was incorrectly paid OUT of our escrow account in XXXX, and the credit received in XXXX. He doesnt know. I ask to speak with XXXX. He comes back and tells me that she is not at her desk, but he can have her call me. I explain that NO ONE at Freedom has EVER followed through on a promise to call me back. He cant do anything other than leave her a message. I advise him that Ill give her until Friday to call me back, and then XXXX file another complaint with the CFPB.
It is now XXXX/XXXX/XXXX, a full month since we spoke with customer service, and we 've heard nothing from Freedom on this issue.
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| 06/12/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My husband and I made a manual payment early to FreedomMortgage.com which is the new company that acquired our original mortgage. Days later the mortgage company 's auto pay system tried to take the same standard payment after already receiving our first payment. Since the money was already taken through the manual payment, the mortgage company hit us with an Non sufficient funds fee not realizing they already had the money. I called the customer support line several times to get the fee waived and they told me this was not an error on their end and they refuse to waive the fee. They basically penalized us for paying our payment early and are now trying to charge us fees on top of our monthly payment. Their customer service was the most unprofessional rigmarole I've ever experienced. They refused to let me speak with anyone higher up than a supervisor and said the decision was made by a part of the company that does not interface with clients. Every time I called, they made my husband verify I was allowed to speak with them even though I'm co-signed on our mortgage, then when I would get forwarded to a supervisor I would get their voice mail. When I finally reached a supervisor they said I should know how their auto pay system works and that they clearly state this information in their terms. I reviewed the auto pay terms and no where does it say that the system will continue to take multiple payments after a manual payment is made. We've had credit cards and other accounts with auto pay for over 20 years and every system recognizes when a manual payment is made and does not try to take the money again. The scary part is that they basically can hit us with whatever fees they'd like at whatever time and we can't do anything about it. Why shouldn't we be able to choose our mortgage company the way we choose any other service. These companies are corrupt and are not held accountable because their customers can't go to the competition if their not happy.
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| 02/05/2019 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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Sometime after XX/XX/XXXX during XX/XX/XXXX, we received the Escrow Analysis Statement from XXXX XXXX XXXX ( FMC ). The statement indicated we had an shortage of {$1900.00} in our escrow account. I contacted FMC several times in XX/XX/XXXX ~ XX/XX/XXXX. I wanted to have a clear understanding of how they derived we were {$1900.00} short. I explained to several customer representatives over and over again we wanted Option 1 on page 1 which would require a lump sum payment of the shortage ( once verified ) to avoid an increased mortgage payment for XXXX. For one thing the amount seemed to be inordinate shortage. Then when I began to inquire how they came up with the amount they attempted to explain the entire analysis report. That's when I pointed out on Part 2 Your Escrow Account History showed escrow history beginning in XX/XX/XXXX with a balance of {$1900.00}. I explained we have been paying FMC at least since XX/XX/XXXX. Then when I downloaded the FMC monthly statements I found XX/XX/XXXX ~ XX/XX/XXXX statements showed Amount Due : {$0.00}. Then the XX/XX/XXXX statement shows Amount Due : {$1400.00}. The remaining statements showed this same amount until the XX/XX/XXXX statement which showed Amount Due : {$3000.00}. At that I requested an audit of my account and an updated Escrow Analysis Statement for XXXX. I received a letter from FMC dated XX/XX/XXXX. Attached to the letter was a detail history criteria from XX/XX/XXXX ~ XX/XX/XXXX. No explanation was given and there was no adjusted/corrected Escrow Analysis Statement for XXXX. Before XX/XX/XXXX our mortgage was administered through XXXX XXXX XXXX ( see complaint # XXXX ). They also had problems processing our payments timely and accurately. They decided to put our bi-monthly payments in a holding account each month and then process our payments when they felt it was appropriate. I've explained several times to both mortgage company 's there is no early payoff penalty for VA guaranteed loans.
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| 11/03/2015 |
Yes |
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- Application, originator, mortgage broker
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Web |
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I receive a pre-approve letting regarding a loan offer and the letter verification code is XXXX XXXX XXXX, I called them to find out about the offer, I told them before I let her to run my credit, I asked her what credit score that they require to qualify someone, she told me that they require XXXX credit score and I told that my credit score is about XXXX, I told her that I have that I have a lot of deft, she asked me if I have any federal delinquent, I said to her that I am not sure that it is federal but I did sign up a loan with XXXX for someone he did not pay the loan and I found out and I paid the loan off with my own money just yesterday and I said to her that to her the reason that I giving you all the information in front because base on my situation if I knew I am not going to be qualified I would not let you run my credit and I interested in this offer just to pay off my deft, and she told me it should not be a problem then, so I let her running my credit then she came back telling me that my credit score is XXXX and I have a delinquent with XXXX, therefore they can not qualify me, when I asked her what score they require to qualify someone she told me XXXX and my score is XXXX according to her when I told her about the delinquency with the XXXX and I just paid off yesterday and she told me it would be fine, I also told about the level of my deft, I told her all these in front just to make sure that before I let her running my credit score and told her that I know if you let people check on your credit a lot that would diminish your credit, that is the reason why that I told you all my information in front to see if I can let you run my credit, and when she come back with her decision I tried to remind her what I told her, she was very rude and she said that she told me that she said to me that they required XXXX credit score when she did not, she told me XXXX credit score, I am filling this complaint because I feel so misled, deceived,
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| 02/25/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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On XX/XX/XXXX i was transfer from XXXX XXXX to this company Freedom mortgage, since XX/XX/XXXX when I started this complain that as I found today havent been resolve, I have lost my job due to the incorrect reporting on my account to the credit agencies, I was denied plenty credit application including the refinance I was trying to do with another companies in order to get rid of this horrible company, the not only report my account status incorrect but they shown that I owe them money when they had all the money that was transfer from XXXX XXXX Still I paid them all as of today and they agreed to send the information to the agencies in order to fix my credit with the truth and the same day I pay the last month I was holding g in order for them to fix this. They reported to the agencies that I was late 90 days when that was completely a lie. I am tired of fighting with this company for over 9 months in order to fix this and they only laugh on my to the point that in XX/XX/XXXX I lost my job because all the bad things they reported incorrectly to my account. I have spoken to 49 agents, 12 supervisor, 7 back-up team members and 2 customer care manager and only supervisor XXXX was the only one that was able to start a real dispute with all the departments involved on this. The same that was in communication with XXXX from the credit department who offered me to pay the month of XXXX which I was holding it in other to force them to fix the issue and he was going to send a letter to the agencies in order to fix my credit. Turns out m, they reported 90 days late the same day and as of today no- financial company, field that I work in, they want to hire me because my credit is a mess and low due to this disaster they made in my life. I am recurring to you in faith that I have the solution in order to clean my name and recover my credit score since they put me in the low level ever. Please help me out. If you need to contact me. Please call me at XXXX
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| 10/01/2020 |
Yes |
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Web |
Servicemember |
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Freedom Mortgage Loan ( # XXXX ). I have given this office every opportunity to complete my home loan refinancing that I have yet been able to close on since I began this process back in XXXX of 2020. All due to XXXX 's lack of follow-thru, irresponsibility & incompetence. I have made every single attempt to keep the lines of communications open for XXXX to guide me thru this supposed swift, smooth & seamless refinance process ( as he claims ) to get this closed and completed in a timely manner. XXXX wasted no time initially, to re-run my credit and adjust my total loan amount ( which increased ) but as of this month of XXXX, my rate is still reflecting 4 % on both my loan account and my credit report. The proposed new rate offer is supposed to be 2.75 %. Since XXXX has not successfully been able to fulfill his end of the refinance offer, I requested to XXXX twice to cancel the whole application and return everything to where it was before he turned my whole loan upside down. I currently would only owe $ XXXX of $ XXXX on my original loan before this entire botch-up of a deal, at the hands of loan officer XXXX. XXXX stated that not only can he not cancel and return me back to my original loan but that he also could not remove the hard-injury that my credit got hit with. Since XXXX has shown no interest in getting this deal completed and thinks by going silent, all this will go away and I'm ok with being screwed out of over $ 9k. I have exhausted all avenues of a resolution to this, what should have been, a simple re-fi and close deal. I can only hope that someone there reads this an can assist me in getting this entire refi-loan withdrawn and return to my original loan agreement reflecting the correct loan balance. Loan Officer XXXX XXXX / NMLS # XXXX / Ph # XXXX / Alt Ph # XXXX. I have constantly followed-up with XXXX, to the point of having to chase him down with numerous emails, texts & phone calls in attempts to see an end to this disaster.
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| 02/02/2017 |
Yes |
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- Credit decision / Underwriting
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Web |
Servicemember |
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My refinance with Freedom Mortgage started XXXX XXXX, XXXX and was on schedule to close by XXXX XXXX, XXXX. XXXX XXXX contacted me with a notice of incomplete application on XXXX XXXX, XXXX and we talked about documents that were suddenly required. Certain documents were not fully explained to me like the XXXX, I was told I could get a 15 year loan and only pay {$25.00} more than what I am paying now, which turned out to be a total lie, and emails back and forth between XXXX and I were unproductive because she would not answer my questions. Over 2 weeks I fought to get the documents to XXXX, and my email was not working properly and I was not given any other alternative to try to get the documents to her. Her assistant XXXX was short with me and would not originally give me XXXX email address and I had to call the following week, XXXX XXXX, XXXX, and get it from someone else. Around XXXX XXXX, I had no update on my loan so I called and complained and my loan was transferred to another officer. The importance and ins and outs of a couple additional documents needed that I knew nothing about, were explained to me. However, now on XXXX XXXX, XXXX, I receive another notice of incomplete application stating that we need to " post XXXX payment to satisfy aging requirement ''. I left a message with the loan officer because if that means we have to pay XXXX AND XXXX before we can close, this is ridiculous. We have NEVER missed a payment on our mortgage. We had to cancel our XXXX vacation because we were looking forward to having that skipped mortgage payment, and were hoping to take the vacation in XXXX, the only other month we can get away this year, and now they are pulling this? When we refinanced in XXXX, it was fast and easy. This has been a nightmare, stressful, dissapointing, and angering. I believe XXXX and XXXX 's attitude and lack of care, help, and concern have ruined our chances of getting this refinance done in a timely and orderly manner.
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| 12/05/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
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Freedom mortgage was to assist me with a partial claim during Covid. They dropped the ball I was taken out of forbearance XX/XX/XXXX. They were supposed to give me an offer within 30 days a partial claim offer. No one got back to me and I was calling every week they finally put some things through in XXXX and put me over my percentage for the partial claim. in XXXX I excepted it in person and loss mitigation name XXXX put in. I wanted a lower rate. He put a rejected the offer, which I did not so I had to go back and speak to a gentleman by the name of XXXX. At that time I found out they redid my loan, and my interest rate was even higher. I was paying originally XXXX then when they went and redid it it was XXXX and when I spoke to XXXX, it was XXXX a month. I excepted the XXXX even though it was much higher they sent me paperwork to fill out they had my divorce name on it as well as my current name. They sent the paperwork out to XX/XX/XXXX. I called and spoke to XXXX XX/XX/XXXX to explain the situation he told me to not sign the paperwork as there are XXXX different names. He escalated to his supervisor I called back on XX/XX/XXXX still no answer. I got a letter on my door stating I needed to sign the paper work notarize it and send it back. I then called freedom mortgage again and spoke to another gentleman who said this could take some time but if I could get the paperwork signed with the different names on it. I did try on XX/XX/XXXX I was able to find someone a XXXXXXXX XXXX would notarize it.I returned the overnight notarize documents on XX/XX/XXXX. In the mail today I received a letter dated XX/XX/XXXX that my case was closed and that I would have to seek additional assistance if I needed it this is absolute XXXX as I've been keeping in contact with them every week, and I was told not to sign it. They have XXXX me around left and right trying to make sure I could save my home which is now in foreclosure. I need assistance!! Please help!
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| 04/12/2018 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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To Whom it may concern, I, XXXX XXXX, have been going through this lost mitigation process for about 3 years now. Unfortunately and unexpectedly I lost my employment in XX/XX/XXXX. I contacted Freedom Mortgage immediately and started the process of a loss mitigation. It is now XX/XX/XXXX and I am still going around in the same circle with Freedom Mortgage. I have been sending documents every time they requested it. I finally got a non profit involved in XX/XX/XXXX with XXXX and even with XXXX no one can get Freedom Mortgage to do what they say they are going to do. They give us point of contact which I cant nor XXXX can get in contact with. In one letter its everything is good and in the next letter its your denied because of a form. The same form which is the XXXX Freedom Mortgage will say you have this amount of time to turn these documents in that your missing. I will email and XXXX will email but they still say the documents are missing. I am trying to get help in saving my home. I have been told and I feel Freedom Mortgage is violated this law and that law but XXXX or anybody can't do anything Freedom Mortgage. Because it is public record our home is coming up for foreclosure I get a lot of advertisement letters and calls from people even Freedom Mortgage has called as one of these advertisements saying they help when I say I am currently in the process with you guys in a loss mitigation they say oh well thank you for your time and good luck with that. I have put in a new application with Freedom Mortgage with tryin to use my VA and of course was denied. I don't know what or can help me to get Freedom to stop this. I am starting to feel like they are above the laws.I have in the past used certified mailed, faxes, and lastly emails. And the company still says that they didn't receive the information requested. I have been sending the same thing over and over for the past 3 years. Thank you in advance for your help in this pressing matter.
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| 09/16/2016 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
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We received our annual escrow account disclosure statement from Freedom Mortgage on XXXX/XXXX/2016. They said we have an escrow shortage of {$1400.00}. In looking at the escrow account history we were confused by the way payments were going in and out of our account and why we started off with a negative balance. Our loan was bought out from First Mortgage Corp in XXXX At that time we were informed all escrow was in order during our previous statement. Things started to go wrong with our new company in XXXX with XXXX mortgage payments coming out within 2 days of each other causing issues with our checking account. In researching our escrow history we see our homeowners insure getting paid twice then credited back. XXXX XXXX taxes that had been paid by previous lender were double paid, then credited back and went in and out of our account 6 times! No one at Freedom Mortgage could explain why this happened. In following the trail we believe our account is negative by XXXX of XXXX XXXX tax payments that was taken out multiple times never getting credited back into escrow. Were were told this shortage was an increase in taxes which we knew was a lie because we have XXXX XXXX tax records and it only went up {$260.00} for the entire year. We have been on the phone for a documented 9 hours going around and around with people from Freedom Mortgage who ca n't show us where the money has gone. They are now blaming the old company. We will pay any money that is due, but it needs to be clearly shown to us why. The accounting from escrow account history just does n't make sense, and if our taxes only changed {$260.00} how are we short {$1400.00}. What bothers us is that no one in this company can show us the paperwork. We are making our house payments, but are not including the prorated escrow shortage amount until this get explained to us. We have never been late and are worried this will affect our credit and will accumulate late fees on that amount.
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| 11/22/2022 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Older American, Servicemember |
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We were in the covid forbearance program. when we went to reinstate the loan we were trying to get our payment down and refinance the loan at a lower interest rate. We were successful in that we got our payment lowered by XXXX dollars and the interest rate dropped to XXXX. The papers were sent to us and we had them notarized and mailed back to the company, This was the end of XXXX of this year. We started making payments and then received a call that the maturity date was wrong on the notarized copies. So they were going to send out a new set of papers. Well they sent us the very same papers with the same maturity date. We immediately called and notified them. Their response was to say that there would be a third set of papers mailed out. It is now XXXX and we have yet to receive them. They were called repeatedly every month several times. Their answer was it was going to underwriting or it was being checked into. We have spoken to many many employees a XXXX XXXX, XXXX XXXX, always the same thing. We actually just called them last Friday, everything was ok except that now the program we were originally signed up for was no longer available, so they wanted to raise out interest rate and make us pay thousands out of pocket for the loan to be current. That is financially not an option for us. So Monday We get a call that they are foreclosing, and the guy wants to come out to take pictures. We are not the only XXXX that this is happening to. We want answers and they are criminal in the way they have treated us. We have tried to get this resolved. One person told us on numerous occasions not to make payments till the contract was sent out, now we are being punished for doing what was told. We were not shirking our obligation we have been trying to resolve it for months. This Company is Criminal. They are not working on helping us they are trying to take advantage. There are many like us out there. Please put a stop to their shoddy practice.
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| 10/25/2023 |
Yes |
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- Trouble during payment process
- Escrow, taxes, or insurance
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Web |
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Freedom Mortgage bought out my previous mortgage company as of XX/XX/XXXX. Prior to the buyout, my monthly payment was {$820.00} inclusive of mortgage, taxes, insurance, and FHA Mortgage XXXX.
As of XX/XX/XXXX, I canceled my previous XXXX XXXX as I was able to bundle XXXX with XXXX for much cheaper. From day one, they were charging me the wrong fee for my insurance payment.
My new payment is now {$880.00} which I have questioned as my taxes and Insurance have decreased and as such, my new payment should have reflected the revised Insurance and taxes. Over the course of a year, I have received numerous statements with different analyses of my escrow, all of which all incorrect. My mortgage statement dated XX/XX/XXXX states once again that I have a shortage in my escrow in the amount of {$1600.00} and therefore, my payment increased to {$980.00} which will be spread out over the course of a year. I have several statements which I can forward upon your request.
I have a fixed rate of 2.5 % FHA Loan and last year I was informed by a rep that I could pay my taxes, and XXXX XXXX separately all the while explaining I am not eligible due to the type of mortgage I have. I was also informed once I reach 80 % loan to value, I could drop the PMI again explaining that insurance remains for the duration of the loan.
My monthly payment is {$880.00} of which {$520.00} is the monthly principal and interest payment and the remainder of {$350.00} is to pay XXXX, taxes, and PMI. The math doesn't add up as {$350.00} x XXXX is {$4200.00} of which is to pay yearly taxes of {$1200.00}, XXXX {$1500.00}, and FHA Mortgage XXXX {$1000.00} which totals {$3800.00}. There are numerous complaints against this company and I am asking for my escrow to please be reviewed and resolved as I can not continue to spend countless hours on the phone to get this matter resolved. I have lost countless hours of sleep and it consumes my everyday tasks, especially my job.
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| 02/19/2018 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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I received a call from my mortgage company stating I missed a payment for XX/XX/XXXX. I told them that I made the payment and had the ACH information to prove it.
They took my information and told me that the payment was made, but that it was short of the amount owed. I told them I had automatic payments set up and that it was the same amount every month.
They informed me my rate had increased. So, my payment was short {$60.00} I was transferred several times before speaking to a gentleman that told me I was in an ARM and this was the first time my rates were eligible to raise and they indeed had risen by 1 %. I told him I was never notified of the rate change and if I had I would have adjusted my automatic payment.
He then stated that mistakes sometimes happen. But, indeed my rate had increased and that unfortunately the company did not send me any notification. But, I need to pay more.
He then told me the rate will increase again next year and I should work with him to lock in a rate right now. I was under the impression the ARM was based in interest rates at the current time. But, it seems the company will increase my rates regardless.
Also, I believe they had a legal responsibility to notify me that my rate increased. Saying mistakes happen is not a legit excuse. I should have had an opportunity to shop around once I was notified, but they prevented me from doing that by blindsiding me with an increase.
Then I was told if I want to save my home I should work with the agent now or my rates will increase. As an XXXX XXXX military member i find this practice to be unethical and borderline illegal. I have the resources to pay my mortgage ( increase and all ) but this man telling me I need to save my home and I was in danger of losing it if I didn't refinance with him is a dangerous practice. Something should be done.
Protect our veterans and XXXX XXXX by not allowing these deceptive business practices to be perpetrated.
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| 01/28/2019 |
Yes |
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Web |
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My husband and I recently sold our house, XXXX XXXX XXXX XXXX, to a couple, XXXX and XXXX XXXX, who bought the property using an FHA loan that was provided by the XXXX XXXX XXXX located in XXXX, Ohio, with a branch office in XXXX, FL.
Prior to closing, Mr. XXXX XXXX, general manager of XXXX XXXX XXXX, insisted that the FHA loan provided by his company required the seals on windows in the garage to be repaired. To the best of our knowledge, broken seals on windows in the garage do not constitute a threat to the health or safety of the occupants of the home. Despite our concern that the demand to fix the window was excessive, we agreed to do this so that the sale could close. The window company could not complete the work before closing, so a paid receipt for the estimate of repairs ( {$550.00} paid by XXXX XXXX on XX/XX/19 to XXXX XXXX XXXX XXXX ) was provided to Mr. XXXX so that the sale could close.
Even though the work was pre-paid, Mr. XXXX insisted that an additional {$850.00} be held in escrow until the work was completed. To make matters worse, the escrow hold was not put on the closing disclosure provided for our review on XX/XX/19. It only appeared on the day we signed our closing documents, XX/XX/19. We unfortunately did not scrutinize these documents again, and agreed the the escrow hold. However, I believe that changing the closing disclosure on the day of closing is a deceptive trade practice. This should have been made apparent prior to closing so that we could dispute the {$850.00} escrow hold.
I believe that XXXX XXXX, and specifically Mr. XXXX, has committed several abuses that lead me to believe that he should not be an agent for FHA loans. These include : 1 ) Excessive repair requirements to qualify for an FHA loan 2 ) Excessive and inappropriate escrow holds 3 ) Deceptive trade practices, including changing the closing disclosure document on the day of closing so that an escrow hold could not be contested
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| 07/13/2015 |
Yes |
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- Loan modification,collection,foreclosure
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Web |
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We carried a mortgage with another company and then found out that our mortgage had been sold to a company called Freedom Mortgage. We hit hard times when my husband lost his job after XXXX years. We went to our mortgage company and tried to modify our loan until we could get back on our feet, sent us paperwork to fill out and send back in which we did with our documents, we faxed them continuously and we mailed them, each time they told us they never received our documents. We in return resent documents time and time again and with no fail was told they did not receive them. We then had to go through mediations and worked with a lady named XXXX and explained to her what was going on, she also faxed the documents to the company and once again they said they did not receive them. Now we have to go through loss medigations because our home was being foreclosed on. We went to Save the Dream for help and sent in paperwork and was told that they could not help us because we were in foreclosure, this was XX/XX/XXXX, come to find out that they said we did not submit documents to them either. After doing some research I discovered that Freedom Mortgage was a preditory lending company with XXXX XXXX attached to them of course this was after my home, my family home that my parents had built XX/XX/XXXX had been foreclosed on and sold in a sheriffs sell. I feel as though we were set up for failure from the very begining of trying to save our home, we tried to get help in every way we knew how to. Freedom Mortgage never had any intentions in working with us to save our home. We fought with everything we had to save our home just to have it taken away from us. I am XXXX and had told them that and it still did not matter to them. No one should have to go through this even though there are so many families out there that are loosing there homes to companies such as this. We even had to file bankruptcy to stop foreclosure to work on getting help.
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| 07/21/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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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.
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| 05/01/2020 |
Yes |
- Mortgage
- Other type of mortgage
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Web |
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On Friday, XX/XX/XXXX, I received a letter from Freedom Mortgage that my mortgage was being transferred from XXXX to Freedom Mortgage. There were two letters that I received from Freedom Mortgage, one was a welcome letter outlining who Freedom Mortgage is, as well as the principal, interest, escrow and any other fees or penalties that may accrue. The other letter was more detailed on when my next payment is due. The welcome letter looked suspicious because throughout the letter, key areas of information such as my name, date, address, and payment amounts were all in different font colors than the rest of the letter.
I called Freedom Mortgage and spoke to two people ( one was a customer service representative, and the other was a supervisor ). I explained to them that I received these letters but I am not sure why because I have not received anything from XXXX indicating that my mortgage was being transferred. Apparently they have all of my information, including my social security number. I asked for someone to email me a copy of all the documents that they have pertaining to my mortgage to verify if it is legitimate. The representative said that it would take three business days to complete the order, which I was not pleased about ( three days to send an email???! ) They said that they could expedite the process so I can receive the documents sooner, which I said sure.
Today is Friday, XX/XX/XXXX and I still have not received the documents that I requested to verify that Freedom Mortgage is ; one, a legitimate institution, and two, that this transfer of service is legitimate as well. Freedom Mortgage does not have any offices available, and even if you take the COVID-19 situation out of the equation, I would have to call and wait in queue in order to speak to someone about my issue, rather than going into a local branch and dealing with this situation, or any that may come up in the future. I am very concerned about this.
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| 12/14/2016 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
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FREEDOM MORTGAGE CORPORATION XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, NJ XXXX Freedom Mortgage is notorious for not posting mailed payments in a timely manner and I have called them in the past about this very issue. My XXXX 2016 payment was mailed XXXX/XXXX/16 and has not been posted as of XXXX/XXXX/16. I call and let them know on XXXX/XXXX/16 that if the check is truly NOT there I can make this payment today but if it comes through after that it will overdraft my account. The rep ( XXXX ) stated well you need to stop payment on the check.I refuse to spend money on that because I believe the check is there and I requested them to look for it. I was told no they do n't do that. I requested a manager and was told no manager is available and was transferrd to escallations. The rep there continuously interrupted me as I was requesting them to look for this check. He told me they will not look for the check. Both reps refused to assist me. This company has no respect or consideration for it 's customers and it clearly shows. All I 'm trying to do is make sure this payment gets posted on time. If the payment truly did n't make it to their location it will be the only time this has ever happened. I have been mailing my mortgage payments for 17 years and NEVER had a payment not show up or ever show up LATE. My credit history and score is well above average because I pay my bills on time EVERY MONTH. This better not show up on my credit report due to this companies negligence in handling payments. I have mailed in payments to this company regularly between the XXXX and XXXX of each month and it is verifiable that they do NOT POST until the XXXX, XXXX, or XXXX. This company simply refuses to assist me on an issue I did not create nor do I have any control over. This is truly a shame and I want a company officer to call me immediately. Do not report any negative activity on my credit report and have a company officer contact me immediately.
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| 04/16/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I was on forbearance plan from XXXX till XX/XX/XXXX. By some way even though I spoke with company rep for ending the plan it was. Prolonged till end of XX/XX/XXXX ( company mistake ) Any way I was keep paying my mortgage from XX/XX/XXXX even though it was on forbearance plan. For refinancing ( different company ) I need a letter stating that my forbearance plan ended on XX/XX/XXXX. From that time I am trying to get that letter calling the company 2-3times a week. They were telling me that need a time for the process to be ended then they will send a letter. My refinancing company keep asking me for that letter. To be short on XX/XX/XXXX ( from that time I start writing down all names ) after speaking with different customer rep i asked for supervisor > her name was XXXX ID # XXXX, who told me that there is a problem with a account and that i have un unpaid balance of XXXX XXXX XXXX for XXXX and XXXX though it was paid and she also said that to proceed with letter the account need to be curren and it will take few days and that on Tuesday XX/XX/XXXX she will call me back. So nobody call me back and on Wednesday I called back and connected with other escalated them member by name XXXX ID # XXXX who also told me that will review and will contact that department and will call me .Because nobody called me back i call Thursday and spoke with other escalation team rep XXXX member ID # XXXX. He promised me to see whats going on and call me back in an hour. After few hours I call back spoke with XXXX ID # XXXX who remembered me and said that sensed a request for that letter. Today is Friday I spoke with XXXX ID # XXXX who told me that letter can be obtained only on XXXX of XXXX - SIMPLE LETTER STATING THAT FORBEARANCE PLAN ENDED. Analyzing all this i think the company doesnt want to let me go with other refinancing company. Extremely bad experience in communicating with this mortgage company. People need to keep way from this company.
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| 02/20/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Hello, I would like to file a formal complaint against Freedom Mortgage Corporation. They purchased my loan from XXXX in XX/XX/2022. I have had an extremely difficult time trying to pay my bill with them. Their computer system is difficult to use and it directs the customer to contact their help line by phone which I have done every single month. I was with XXXX for over 5 years and did not miss XXXX payment. Freedom Mortgage corporation reported me as late in paying even though I contacted them every month telling them I was trying to pay my bill and even paid once over the phone. I explained to them that I had an XXXX credit score because I like to pay my bills on time. I was repeatedly assured that the problem was resolved. I then received a notice from my credit reporting that I was delinquent on my mortgage after being repeatedly assured by the " help line '' that everything was fine. I have contacted them since and they have removed the delinquency. However, they continue to report me as late even though they are taking money out of my account. I have verified with my bank that they are indeed taking money out of my account and I can see the transactions online. I am beginning to think this is a scam that they use to charge people late fees. The public should be protected from a company like this with such lousy service. They should be barred from the mortgage industry! Again, I find it very interesting that I did not have a single problem or missed payment with XXXX in over 5 years and I have had nothing but headaches and been reported as late by Freedom Mortgage when I have tried to resolve this over and over without success. All I want to do is pay my bill on time every single month. My credit score reflects that I like to pay my bills on time! I will be contacting the Attorney General 's office as well. This is hands down the ABSOLUTE WORST company I have ever dealt with! Thank you for your help Best regards, XXXX
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| 07/15/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
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I called Freedom Mortgage Company ( FMC ) to refinance to get a lower rate ( over the last 2-weeks ). I spoke to XXXX XXXX in their refinance department. We verbally walked through filling in the application answering questions. He then submitted them electronically ( email ) for me to sign. I noticed the mailing address was incorrect. XXXX entered XXXX XXXX XXXX, XXXX, CO XXXX ( not even an address ). I was refinancing for the home, which they are currently servicing, at XXXX XXXX XXXX XXXX XXXX, CO XXXX. When I found the mistake, I pointed it out to him expecting him to correct it. When I checked the next day, it was not corrected and he indicated that it was ok that I should sign it anyways and it will get corrected during the process. I would not sign it. I emailed him and called him over the next 4 days and he would not respond to emails or phone calls. I had to escalate to executive management before getting a call back from him. I then requested a different person to work with on this.
I am providing this to CFPB, as evidence of the ongoing issues with FMC. In the past year, they have violated RESPA, paid my home owners insurance late, still have not provided me the full documentation that they are the servicer despite over 2-months of requesting it, did not inform me about the Escrow changes ( they are required to do ) and now seem to make fraudulent remarks on a refinance document that they " just want me to sign '' to move it forward.
I have provided all of this to CFPB and XXXX XXXX in several forms and so far nothing has been done to hold them accountable. In particular, them breaking the law on RESPA ( they charged me a late fee and sent a negative credit report during the transition period ). RESPA clearly states the CFPB is the office that is to enforce RESPA yet I have been directed to seek legal council by CFPB staff. This is a criminal act which is the responsibility of CFPB. Please take action. XXXX
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| 05/31/2016 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
Older American, Servicemember |
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Our problems started when Freedom Mortgage replaced XXXX XXXX manager of our VA loan. Freedom paid our homeowner 's insurance premium a second time. We were not aware of the duplicate payment until XXXX 2016 when we received a refund check from XXXX XXXX. XXXX We had not received any correspondence on this issue from Freedom. regarding their overpayment prior to received the ins. co 's refund.On XXXX XXXX, 2016 we sent a letter advising the refund and enclosed our check for {$1700.00} with a request that the money be returned to our escrow acct. The check cleared our bank on XXXX XXXX, 2016. We received a letter from Freedom dated XX/XX/2016 advising our escrow acct was being increased by {$170.00} per month to a total of {$610.00} per month. XX/XX/2016 we sent another letter asking why our payment was not credited to our account? We still do not know the answer. We have made multiple calls to Freedom multiple reps have not given any explanation in addition copies of my letters have been faxed twice to Freedom. XX/XX/2016 received letter requesting 30 days to respond to my claim, as of XXXX no response. XX/XX/XXXX rec 'd letter advising our acct in default, until {$170.00} paid. Letter indicated we would be sent to collections. To avoid late fees and possible black mark on credit history we allowed bank debit payment. Rep promised us that sup'r would call us within 2 days, still no contact. XXXX XXXX, 2016 Sent another letter with copies of my prior letters. Dispute now 3 months old, requested that we either get credit to our escrow or a cash refund within 10 days for our payment of {$1700.00}. Freedom Mort has caused us a tremendous amount of stress over their error. We are senior citizens and we feel the company is taking advantage of us with their total disregard for our rights. Their reps have apparently made no effort to correct their mistakes or to return our calls promptly as promised. Obviously, we need some help.
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| 02/01/2024 |
Yes |
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- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
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Web |
Servicemember |
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In XX/XX/XXXX i was awarded a XXXX award to help pay for XXXX mortgage since losing my job during XXXX. They paid my mortgage up until this past XX/XX/XXXX. Where I was still making payments on my account, Freedom mortgage kept them in another account and applied those payments as they saw fit. It was not towards principal or escrow. The total amount paid from the XXXX was {$12000.00}. I continued making payments until XX/XX/XXXX where I was not able to make that payment due to not making enough with work and just starting a new job. When I made my XXXX payment that should have covered the XXXX payment and thus forward to today, where I should only be one month behind for XXXX. They have locked my account from me being able to make a payment and demands I make three months of payment at once, where I can not nor agree that I should have too. They claim to be short {$2500.00} for escrow which isnt clear, and when I ask they just send me my payment schedule showing paid payments and missed payments even though the missed payments up until recently have all been paid in full. They dont put the payments towards the mortgage on time which then causes me to uncure late payments. I currently cant make a payment because they demand over $ XXXX of payments that I do not owe, I owe two months, but because they locked the amount in the payment tab I am unable to make any kind of payment. They are keeping me from being able to sell my house due this reason because I am unable to secure another mortgage due to the way they are handling my money and making reports to the Credit Bureaus. I cant seem to speak to anyone because I just sit on hold for hours. When I message them in the account I get no clear answers and no help. I need to get out from under this and start fresh and feel that isnt going to happen. I am a single mother, with a single paycheck living, my ex does not help pay anything on the house payment. Please help me.
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| 12/06/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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Contacted my mortgage lender back in XXXX for a refinance at this point I disclosed to them that I had a soft second lien on the mortgage, they said it should not be a problem, they ordered the appraisal. I had the appraisal done and they said that it would not work because it did not come in high enough. I asked if I took my husband off would it work they said yes. They proceeded with the refinance, 2 weeks later the loan officer told me I would need to pay off a debt that was in collection. I told him I didn't have that sort of money and was on a payment plan. He asked if I had a 401K, I replied yes he said you could take that out and pay it off. I took a loan out against my 401K to pay off the debt. I asked the loan officer several times if this would work becuase I did not want to pay this off if it wasn't going to work. He assured me many times. I received a phone call approximately 2 weeks later from another loan officer stating that it was not going to work because when they pulled the title the soft second showed up and wouldn't allow the refinance to go through. I became very upset because this is exaclty why I disclosed this information at the very first phone call. I now paif {$150.00} appraisal feel and took money out of my 401K which I have to pay back monthly. I am now in a worse situation financially than I was previously. I asked them what was going to be done because I was told repeatedly that it would work. They said they would get back to me and of course no one did, I then spoke to someone in customer service and they said they would get back to me and no none did. Today I finally heard back from someone and they said there was nothing they could do. I asked who would be held accountable for this mistake? I received no answer. I was deceived and lied to and put in a financial situation because of someone's mistake. All of their calls were recorded and they stated that everything I stated was true.
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| 08/14/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I closed on a house in XXXX, my first mortgage payments to Freedom Mortgage Corporation weren't due until XX/XX/2023.
On XX/XX/2023, I made a {$1000.00} payment to the principal, which processed on the XXXX. The money was taken out of my bank account, and appeared as a payment on my statement from Freedom Mortgage.
Late XXXX I received a notice in the mail saying Freedom Mortgage had sold my mortgage to XXXX XXXX XXXX XXXX XXXX XXXXXXXX, and that payments after XX/XX/XXXX should be sent to XXXX XXXX.
I called both companies to confirm my XXXX payment should be sent to XXXX XXXX instead of Freedom Mortgage. When I checked my Freedom Mortgage statement, it showed my XX/XX/XXXX payment had been reversed, but the money was not returned to me, and my original principal balance had been transferred to XXXX XXXX.
I called both companies again XX/XX/XXXX on a conference call to confirm my {$1000.00} payment was mad to Freedom, but not received by XXXX XXXX. Freedom said they would have to audit the transfer to determine where my money went and would call me in 2 days. On XX/XX/XXXX, they didn't call, I had to call, and they said they had up to 60 days from the date of my mortgage being sold for the money to be transferred to XXXX XXXX.
After 60 days, on XX/XX/XXXX, I called both companies again on a conference call to get another update, but Freedom Mortgage at first claimed I hadn't made a {$1000.00} payment in XXXX, then claimed to have found it and claimed to have sent a check to XXXX XXXX on XX/XX/XXXX, which XXXX XXXX had not received. Then Freedom Mortgage asked for another 2 weeks to trace the check to see if it had been cashed or not, and if they could cancel the old check and send a new one. I told Freedom this was unacceptable and I would be filing a complaint. Then Freedom said I should hear back by Monday, and if not to call them. It is currently Monday and once again they have not followed up with me.
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| 04/01/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Earlier this year, my property was incorrectly listed as being in two counties simultaneously. After waiting over a month for " research '', Freedom Mortgage concluded that this was indeed their fault. Also, during one of my MANY contacts with both your tax department and customer service dept, I was told that XXXX county ( the incorrect county on my escrow ) was erroneously sent a 6 month tax payment amount totaling near {$1500.00} on XX/XX/XXXX.
In addition to this problem, my payments have fluctuated from {$1300.00} all last year, ballooning to {$1800.00} on XX/XX/XXXX, which I was FORCED to pay, even though Freedom made the error. Fast forward to my last payment, which was {$1400.00}. I called your customer service yesterday, and was told that it increased from {$1300.00} to {$1400.00} because my taxes and insurance increased by nearly {$100.00} eachthe math here DOES NOT add up.
In addition, I was told by someone in the tax dept that XXXX county was refusing to return the {$1500.00}, and Freedom did not feel that using lawyers to recover that money was going to be in their best interest, so they are eating the {$1500.00} sent to the wrong county from my escrow.
SO, where do we go from here?
1. What is my ACTUAL NEW PAYMENT?! I need to know EXACTLY why I have increased from {$1300.00} to {$1400.00}. I understand small yearly changes, but given your companys lack of accountability and errors within this 2+ month ordeal, I need answers!
2. Where is my overpayment that is sitting in my escrow? I was told by EACH employee in the tax depot that it will be returned to me immediately after this latest escrow analysis. What is the status? Where is this extra money that I was FORCED to pay due to your mistake?
Calls were made to either the tax dept or general customer service line on the following dates and times XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX
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| 11/19/2019 |
Yes |
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- Struggling to pay mortgage
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Web |
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My husband and I have been trying to complete a loss mitigation package for months. The process started back in XXXX or XXXX. We have sent in several mitigation packages and tons of documents that were requested. We have been denied twice, due to the company saying that they did not receive all of the documents. Our most recent try was on XX/XX/2019. We sent a new packet, along with all of the requested documentation. The company would have received this on XX/XX/XXXX. When we called in to check the status, we were told we were still missing documents. My husband then spoke with a XXXX ( ext. XXXX ), whom told us that he found everything and would send it back to underwriting for further review. We receive a letter from the company, on XX/XX/2019, saying that they still need 3 months of bank statements, Year to date profit and loss statement, 30 days of most recent pay stubs. Since we just sent this information on XX/XX/XXXX, there isn't any recent information to provide to this company, as we provided the latest documents. It's obvious to us, that the company is giving us the run-around or the underwriting team is completely incompetent! As consumers, we feel that the possible loss of our home is not a concern for this company, while we have XXXX kids of whom we are trying to provide stability for.
What's more puzzling is, around XX/XX/2019 we were told that our packet was complete and we would receive a decision within 30 days. Around the XXXX week of XXXX, we then were told that we had to complete a new packet. I am not certain of what is happening in this mortgage company, but we are getting nowhere in trying to get this mitigation completed. I am hoping that this complaint will reach someone in corporate, whom will see to it, that our file is properly reviewed and processed. We have been stressed for months and now with the holidays coming, this matter/this company has killed any idea of holiday spirit!
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| 01/30/2024 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
- Delays in the application process
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Web |
Servicemember |
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In the beginning of XX/XX/XXXX I started a VA Loan Assumption with Freedom Mortgage. It took them until XX/XX/XXXX to even read the documents I sent them. It then took them until XX/XX/XXXX to get the documents to the Underwriters. I was told it would take the Underwriters XXXX days to review the documents and request any additional information, XX/XX/XXXX. It took them until XX/XX/XXXX to get back to me with requests for more information. I returned the request for information same day, XX/XX/XXXX. I was told it would be XXXX days until I hear back from the underwriters. It is now XX/XX/XXXX and I still have no word. Also, these requests could have been ; A. Done the first time I did the application and B. If they wouldn't take so long to do their job.
Also, when I call, XXXX out of XXXX times I can not reach anyone in the Assumptions department. My realtors have been given attitude by a Processor with the name XXXX XXXX. XX/XX/XXXX my realtor called her to ask about why the Underwriters are taking twice as long as we were told they would take. She was rude and did not have any answers to questions regarding missed timelines, calls being screened, and not replying to my inquires about documents I have sent and any questions I have.
XXXX also told us we were assigned a new Processor, XXXX XXXX, but would not provide any contact information. When we do finally get a hold of the Assumptions department, they don't have any contact information for XXXX. And when we do ask them to contact him, he is always out of the office or " on break ''.
We were told the process would take XXXX days. We are over XXXX days now.
This whole process has been unacceptable, severely inconveniencing me the buyer, and a family of XXXX who are selling a XXXX bedroom townhouse and trying to move into a brand new house for themselves. Along with undue mental stress of this assumption process and the way we have all been treated.
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| 04/14/2020 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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In XXXX of XXXX, my husband and I purchased a newly constructed home XXXX XXXX in the XXXX XXXX area of XXXX California. Our mortgage payment at the time of purchase, with the principle, interest and estimated taxes was XXXX. We have a VA loan of 30 year fixed.
On or around XX/XX/XXXX, my husband and I refinanced our home with our current mortgage company, to an interest rate of 3.25 % ( previously at 4.875 % ).
The new payment was sent to us at XXXX, of which we have been paying on time, every month since XXXX of XXXX.
I received a statement that our escrow account was at a shortage and we would now be required to pay XXXX for 12 months, until the shortage is made up and then the payment would be XXXX moving forward. I called them and they explained the refinance dept used the taxes from when there was no property built on the land and now it has been reassessed. My problem is they made a huge error because our loan was sold to them, and the estimated taxes we were paying in that previous payment were correct, and the loan officer who re-financed us either was not paying attention or because he wanted us to refi with this current lender, provided the wrong information and included it in our loan. Also, my husband was told by one of the representatives at the current mortgage, that our taxes had been raised and that was the reason for the increase. I called the county assessors office and was told our taxes had only increased by XXXX dollars and that the mortgage company had made the error and was not willing to admit it.
My husband and I XXXX XXXX XXXX XXXX and in the current Covid 19 disaster, we are not getting the loads we once were getting and this almost XXXX dollar increase is going to be a hardship we may not be able to recover from and are in danger of losing our home. What are we suppose to do now. The mortgage company made the mistake not us, yet they want us to pay for it or lose our home.
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| 03/29/2023 |
Yes |
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- Struggling to pay mortgage
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Web |
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In XX/XX/XXXX, when Covid hit, we found ourselves in a tough situation just like everyone else did during that time. To begin with we were on our last payment of a modification for {$1900.00} but due to my husband losing his job because of Covid. We decided to keep the last payment. The reason we kept the money was because my husbands unemployment check did not come in. He applied for unemployment in XX/XX/XXXX and did not receive any unemployment check until XX/XX/XXXX. I receive XXXX. We really did not have any money. So, we decided to keep the money. The Freedom mortgage company put us on a forbearance program. We put in a new application for a modification we kept handing in the necessary paperwork for a year. Then they said we did not qualify because my husband was on unemployment. In XX/XX/XXXX, my husband went back to work so we could qualify. Then we qualified. In XX/XX/XXXX we were approved for {$1900.00}, and we accepted the offer. In XX/XX/XXXX, we sent out the signed, dated, and notarized paperwork. We started making payments in XX/XX/XXXX for XXXX. Then in XXXX, they let us know that there was one page in the paperwork that was not dated. So, we told them to send out the paperwork back so we could fix the problem. We kept making payments of XXXX every month. XXXX of XXXX, we received another modification which we did not ask for {$2300.00} that we did not accept because that payment was too high. I called the Mortgage company to see if they could honor the previous modification. We kept making payments until XXXX of XXXX when they decided not to accept payments of XXXX anymore. Then we received another modification in XXXX of XXXX for {$2400.00}. My husband went back to work in XX/XX/XXXX and got hurt on the job in XX/XX/XXXX. My husband right now is going on his fifth operation and is on workers ' comp. We could only afford to pay the XXXX that we originally agreed to. Can you please help us?
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| 05/20/2021 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
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Web |
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Freedom Mortgage XXXX # XXXX I received an insurance claim check on XX/XX/XXXX that was made out to both me and the mortgage company. I called Freedom Mortgage to see how to have them endorse it.
Check # XXXX for {$4400.00} Check XXXX for {$9000.00} I was told to put the following atheization number on ( XXXX ) it and mail it to Freedome Mortgage XXXX XXXX Attn : Lost Draft Dept XXXX XXXX XXXX XXXX MI XXXX I was told it would take 3-6 business days to process it and it would be mailed back to me.
On XX/XX/XXXX I had not received my check so I called and spoke with XXXX. I was told they had the check but it was not processed yet. At this point I had contractors scheduled to start XX/XX/XXXX and needed to pay them. I asked to have the checks overnighted. I was placed on hold, when XXXX came back he was unable to do this. I requested a call back from his supervisor. Was told it would be 24-48 hours for a call back.
I had not received a call back, so I called Freedom Mortgage back. Spoke with XXXX this time and was told the check would be processed on XX/XX/XXXX. I asked for it to be overnighted again and to speak with a supervisor. Was told 24-24 for a call back.
XX/XX/XXXX No call from a supervisor, Called back and spoke with XXXX. Told the check was not processed and that they had switched processing companies. Asked to speak with a supervisor, was told 24-72 hours for a call back.
XX/XX/XXXX No call from supervisor, called back and spoke with XXXX Was told that the check were now " Under Review '' asked to speak with a supervisor. Was told 24-72 hours, but sent me to a voice mail XXXX XXXX? Left a voice mail explaining my frustration and needing a call back to expedite this matter.
I really did believe this would be the easy part of process. Unfortunately, I have been given false, changing or useless information from the start. I just want the checks so I can pay the contractors.
XXXX XXXX XXXX
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| 03/12/2017 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
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I have a FHA loan with Freedom Mortgage and my mortgage insurance was scheduled to fall off on XX/XX/2017 I have called several different times to confirm this date. I 've been staying one month ahead on my payments so last month I called because I was wanting to make my XXXX payment, but the online site was still showing the mortgage insurance was still included on the payment. So I called a customer service agent with Freedom Mortgage who checked and verified the date of XX/XX/2017 and stated that was correct, and that the online site had just not updated yet since I was a month ahead, and told me my payment would go from {$420.00} to {$380.00} so if I wanted to I could go ahead and pay the {$380.00} and that it would probably be better to mail it than pay online so she mailed me out another statement and said it would't hurt to make a note on it that the mortgage insurance was due to fall off on XX/XX/2017 I was paying for XXXX so it was no longer due and that this was my new amount. Well I decided to just wait and let my payments catch up and it would update on it 's own, So I received my XXXX bill and it still does n't reflect the amount that is to fall off. So I call again on XX/XX/2017 and that agent tells me that I need to request for the mortgage insurance to remove in writing and mail or fax it to them. That really upset me, I told her I just spoke to an agent the previous month & what she had told me, so she said she would talk to her supervisor to see about having it expedited. when she returned to the phone she said her supervisor stated that the mortgage insurance payments ran a month behind so I would have to pay them for XXXX and it should be updated before my XXXX payment.I told her I did n't agree with that that a date was set of XX/XX/2017 and that should be the date they honor & that I would find someone to check into this matter for me to see if what they are saying is true or not.
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| 06/10/2021 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I have an FHA mortgage with Freedom Mortgage Corporation that was temporarily on a Covid-19 forbearance. XX/XX/2021, I called Freedom Mortgage and indicated that I wanted to remove the loan from forbearance and resume payments via an owner occupied modification. Additionally, in XX/XX/2021, I resumed my regular monthly mortgage payments and of note, I have been making my regular monthly mortgage payments, every single month since XX/XX/2021. During this XXXX call, to end my forbearance, I was told that I would receive a loan modification packet within 30 days from underwriting with new terms of my mortgage and my signature would be required to accept this offer. Unfortunately, 4 months later, I never received this packet, and my mortgage is still in forbearance and no one at Freedom Mortgage has been able to help me move my mortgage into a current status after 4 months of waiting for loan modification documents. I call weekly and I do not get any clear information and it quite frustrating and concerning to me. There so many disparities in the knowledge levels in the customer service reps and Freedom has these escalation supervisor and their ability to triage and follow-up on escalated issues is sub-par. My property is held in a land trust and I have sent in the required Land Trust Review and a certified copy of my trust agreement to show that I am the only vested owner on my deed. Can your organization please intervene, regulate, or help enforce a level of fairness and diligence in business operations and efficiencies at Freedom with this situation? This forbearance being reported on my credit report 4 months later after I indicated I am able to pay my mortgage is totally unethical and just irresponsible and there is no one accountable within the entire company to even help me. Overall, Freedom Mortgage has been a very difficult company to work with in general. I can not recommend this company at all.
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| 12/11/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Closing on a mortgage
- Fees or costs after closing
|
|
Web |
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Reference the attached Mortgage Statement from Freedom Mortgage from XX/XX/XXXX shows a payment due of {$940.00} with XXXX balances for late fees and escrow.
Reference the Final Payment attachment, {$940.00} was paid to FM on XX/XX/XXXX bringing my balance to {$0.00} for the mortgage.
Reference the FM Fee attachment, FM requested, and I paid {$28.00}, in fees on XXXXXXXX Not really sure what that was for but it seemed like it was worth it to get FM to close out the loan and give me a canceled promissory note, updated deed of trust and certificate of satisfaction. FM has provided none of these. I would like a refund of {$28.00} or at least a description of what I paid for.
Reference the first unsolicited Payoff Statement from FM dated XXXX XXXX, FM sent me a Payoff Statement showing that my final payment of {$940.00} was placed in " Less Unapplied Funds Balance of - {$940.00} and listed a Total Payoff Due of {$1600.00}. This document clearly illustrates that FM received my final payment and just didn't use it to make my final payment as listed in the attached Mortgage Statement from FM. I asked FM why they are you asking for {$1600.00} for a loan that has been paid in full?
Reference the second unsolicited Payoff Statement from FM, it still shows that I have an unpaid principal, adds late fees to a loan that has been paid in full, adds Additional Items Due without explanation and no longer accounts for my payment in XXXX of {$940.00}, and requests a Total Payoff of {$1800.00} for, again, a loan that FM 's own records show has been PAID IN FULL.
I asked FM tp please provide an explanation for why you are asking for additional money, what the fees listed in the Payoff Statements are for, where did my final payment of {$940.00} go in their last iteration of a closeout statement. I also asked that they lease provide a written response and a senior POC and phone number that can explain this mess.
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| 03/18/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Previously I got behind with my mortgage due to me being out of work due to me having XXXX. I was behind on my mortgage from about XX/XX/XXXX to XX/XX/XXXX. I paid all of my mortgage in full by XX/XX/XXXX. By XXXX I was current on all missed payments as well as paid all late and escrow fees. The company is still stating I am delinquent as well as reporting it to the credit bureau as me being delinquent which is falsely negatively impacting my credit. All documentation stating payments have been made have been sent in including documentation from my bank to the customer via email. I previously had an issue with Freedom Mortgage stating my checks were not being received and I did stopped payments ( XX/XX/XXXX and XX/XX/XXXX ). Soon as I paid them by phone the next day they attempted to cash both checks which were sent 7-10 days apart from each other. Payments were made in XXXX and there were several payments made in XXXX. Then to bring me current I made the below payments : XX/XX/XXXX for {$760.00} XX/XX/XXXX for {$760.00} XX/XX/XXXX for {$760.00} XX/XX/XXXX for {$760.00} XX/XX/XXXX for {$760.00} XX/XX/XXXX for {$260.00} ( Late Fees ) XX/XX/XXXX {$16.00} ( Escrow ) XX/XX/XXXX {$760.00} Payments were sent via email via my bank statement. I called today XX/XX/XXXX and was transferred back and forth between representatives acting like they cant tell me anything or know anything. This has become very frustrating especially when a pay history was sent via the mortgage company and all payments were reflecting but the ones prior to the statement being sent.
I have called Freedom Mortgage so many times I have lost count. I have been trying to sort this issue out since XX/XX/XXXX.
This has become extremely stressful and frustrating especially when I made every attempt to become current because Freedom Mortgage would not offer any assistance when I was out of work due to me not having any income coming in.
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| 12/04/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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Good Day Everyone, I had a forbearance for my mortage during the pandemic because my health was compromised and could not work.
However, when the forbearance ended, Freedom mortage waited until the interest rates went up before they removed me from the foreberance.
My forbearance ended in XX/XX/XXXX, they waited till XX/XX/XXXX before they finalized me back into the system with the highest interest rates ever.
I was supposed to be paying between {$1200.00} to {$1400.00} with low interest rates but they waited until it went up to {$1600.00} before they brought the paperwork for me to sign. They purposely withheld the low interest rates paperwork for about 7 months.
I called every XXXX weeks and they kept giving me the run around saying my name was incorrect on a paper work to sign.
They stated that the low interest paperwork was handled by a XXXX party company and they can not do anything about it. That was almost 7 months of waiting.
However, when the mortage interest rates skyrocketed by XXXX XXXX, in less than a week of them calling me about it, they delivered the paperwork via XXXX to my door and sent in their own payed XXXX XXXX come to house to ensure I sign their high interest rates.
I believe this was done on purpose to make sure they keep me on high interest paying rates.
2. Another thing they did was that they refused to grant me access to my mortage equity.
My equity grew during the pandemic, and I wanted to acess it, the mortage officer assigned to me stopped answering my calls and emails and never gave me a reason why I could not acess it.
XXXX. The XXXX thing is that they they have a negative missed payment ( XX/XX/XXXX ) on my credit history. That single act have kept my for my credit scores low since XXXX. I have never missed a payment but they have that on there.
This company called XXXX XXXX have done this things to me and made my life hard.
Thank you.
XXXX.
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| 11/19/2019 |
Yes |
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- Incorrect information on your report
- Account status incorrect
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Web |
Servicemember |
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Good morning I was originally contacted by one of your loan agents about a refinance opportunity, which in hindsight I should have said no to. I was told I would have a lower rate and would skip a payment. I agreed. I was told the closing would be on XX/XX/XXXX, however, after taking the day off to meet the individual, no one showed, and no one called. I was contact by someone at your agency from Indiana on XX/XX/XXXX at XXXX XXXX and told we would move the refin to XX/XX/XXXX. I informed this person that I would be out of town, but I could rearranne the trip. We scheduled this appointment.
During this call, I informed her that I had not paid XXXX as of yet as I was told not to worry about it, I asked ( on a recorded line ) if I should go ahead and pay it. I was told no, that Freedom Mortgage would make the first payment due on XX/XX/XXXX, and we would skip XXXX and XXXX. I encourage someone to listen to this conversation.
Regardless of whether XXXX would have been due, XXXX would not have been as I was still in the window. However, Freedom Mortgage reported me as 30 days late on my mortgage. As a result, I have had an 80 point drop in my credit score, and I no longer qualify for an automobile loan. This is unacceptable, and unfair as I did everything I was told to do. I have tried calling the phone numbers your employees have told me to call, and after several hours and multiple phone calls, I was told to send an email. I can tell my business is appreciated.
I would like to request that my file be reviewed for loan number XXXX, and my old mortgage loan number so this error can be corrected. I also request a status update, an estimated time for this investigation to be completed and verification of receipt of this request. Again, I completed every task I was asked to do, and I trusted your employees to provide accurate information.
Any assistance you can provide would be greatly appreciated.
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| 06/21/2019 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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There was damage to my home on XX/XX/XXXX and an insurance claim was made. The insurance company issued to checks for the damage, one for {$6800.00} and the other {$1600.00}. On XX/XX/XXXX Freedom mortgage sends them back to me with a letter stating " checks were not endorsed '' I call Freedom mortgage on XX/XX/XXXX at XXXX XXXX and speak to " XXXX '' she says the balance is {$0.00} so tell the insurance company to take Freedom mortgage off the check and reissue it just to me because they were written to me and Freedom mortgage together.
I call the insurance company and they said since Freedom was lien holder at the time of loss they will have to sign the check and it can't be reissued just to me.
I call Freedom mortgage back on XX/XX/XXXX at XXXX XXXX and speak to " XXXX '' and tells me to send in proof it was paid off even though it was Freedom mortgage.
I call back on XX/XX/XXXX at XXXX XXXX and speak to " XXXX '' who escalated it to a manager and she said the manager said to send the check in endorsed and they will sign it and send it back and told met to send it to : XXXX XXXX XXXX, XXXX SC XXXX.
I sent them in by XXXX and followed up they promised they would send the check back if I signed it.
I follow up on XX/XX/XXXX and spoke to " XXXX '' at XXXX XXXX and she says the checks were received and will be signed within 24 to 48 hours.
I follow up on XX/XX/XXXX and spoke to " XXXX XXXX '' supervisor. ( ext XXXX ) she claims they are not sending the checks back but are keeping it because I completed a " Deed in lieu '' and the loan was paid off after the date of the check until that day on XX/XX/XXXX.
This was a ploy by Freedom mortgage to trick me into endorsing the checks and sending them to them. They misrepresented and XXXX by telling me " if i sign the check and send it to them they will endorse it and send it back '' I am a 100 % XXXX XXXX XXXX veteran and this is a VA Loan.
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| 11/17/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Freedom Mortgage has been an absolute nightmare. First we are holding for extremely long times on the phone to even speak with a customer service agent. Every time I speak with one my husband and I get a very different story. Several agents have even stated that they don't know what is going on with our account. This company continues to take funds from our bank account in error and then take 8-9 days to put it back. We have been dealing with then since they purchased our account from another Mortgage Company. We have never been late or had issues until Freedom Mortgage took our account. We have spoken with several agents and they are are listed here forth : XXXX - XXXX XXXX on XX/XX/21. Requested out funds of {$1900.00} to be returned to our account immediately because we paid the payment by phone on XX/XX/21 and then they turned around and took an auto-draft, XXXX. This was after we cancelled auto-draft. Then even though we can see both payments Freedom states they have to wait to see it it clears or not. We have since spoken with XXXX XXXX, on XX/XX/21 and then XXXX XXXX on XX/XX/21 and then XXXX XXXX on XX/XX/21 and XXXX the XXXX XXXX on XX/XX/21 @ XXXX, only for him to tell us the funds went to the incorrect account. How does that happen? You take the money from an account via XXXX and then when they put them back they go to the wrong account. They actually stated the last number of our account was changed from a 6 ( six ) to a three ( 3 ). as of yesterday we spoke with XXXX XXXX and he stated the funds were returned and auto-draft cancelled. Now today XX/XX/21 they have once again removed monies from our account. I don't understand how they can continue to lie, and steal. I need some help getting them to do the right thing. This company had a class action lawsuit again them and they should not be allowed to do business anymore. We didn't choose them, they bought our loan and now we are stuck.
|
| 05/08/2020 |
Yes |
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- Incorrect information on your report
- Account information incorrect
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Web |
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Last month in XXXX I noticed my credit score take a hit. At about the same time I received a past due notice from my mortgage company. Looking into my credit report I had a 30-day late payment from Freedom Mortgage for XXXX. Just one problem, my check cleared the bank before 30 days was up. After numerous attempts to clear this up, I keep getting the same response. It's all my fault.
I received a notice earlier this year stating I had a $ 400+ shortage on my escrow. I was left with two options. Pay the shortage and my house note stays the same, or do nothing and my house note will be raised accordingly. I chose to do nothing and my house note from XXXX reflected the raise in my house note with the new amount.
I paid that exact amount but according to Freedom Mortgage, I mailed the check to the wrong address. So since I did that they decided to split my check up and distribute it however they saw fit. They decided to take $ 400+ out and pay the escrow shortage, even though they had already adjusted my house note accordingly, and I'm still confused about what happened to the rest. Either way, my check which was written for the exact amount of my house note was now short and I was now 30 days late.
Now because of this, I have already had two creditors review my accounts and drop my available credit balances. That will hurt my debt to income ratio and drop my credit score even further. Even if they remove the 30 day late my credit will not bounce back to where it was before this. This may not even be the only 30 day late reported as I am still receiving late notices. This also may set off a chain reaction with all my creditors which it seems to be doing.
I have spent hours on the phone trying to clear this up. It is a full-time job to get ahold of them and they always hang up on you once and make you go through it again. I have spent 3 hours just to talk to somebody and hear its ' all my fault.
|
| 04/09/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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My husband XXXX XXXX and my self XXXX XXXX were contacted by our mortgage company Freedom Mortgage XXXX XXXX XXXX NMLS ID XXXX about refinancing our current loan at a new lower interest rate at NO COST TO US. We talked with her several times and reiterated that this would be at no cost to us. We ok for the process to go forth and on Friday XXXX XXXX we were in the midst of signing papers and I said the figures do not look correct. Our closing agent tried to call Freedom Mortgage and could not get ahold of anyone. We were told there was a window of time we could stop all proceedings so we completed the signing. On Monday my husband XXXX got ahold of XXXX and she forwarded the closing statement saying all was in order, although I was not at home that week to try and discuss with her. The statement of our Balance of old loan paid in full on XX/XX/XXXX was {$350000.00} loan # ... XXXX, and new loan amount was {$360000.00} an increase of {$3800.00}. We also have an auto payment in the amount of {$1200.00} withdrawn on XX/XX/XXXX after loan docs were prepared on XX/XX/XXXX and were told this payment would be coming back to us which it never has been. When I just checked my principle balance today XX/XX/XXXX they have adjusted our principle balance on new loan to {$360000.00}!!!! They know what they are doing is wrong and now trying to cover this up!!! We have tried for weeks to contact someone at the bank with no avail and I have records of my emails sent to them through their Message Center on the website on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XXXX, XXXX, and XXXX and have received no contact at all from them. I and labeled my emails THIS IS FRAUD to try and get them to contact us but nothing. We have also tried numerous times to contact them by phone and left messages but no return contact. Please help us get this corrected with them as need help.
Thank you very much, XXXX and XXXX XXXX
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| 08/31/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
Older American |
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PLEASE SEE THE TEXT OF MY LETTER BELOW : XX/XX/XXXX XXXX XXXX XXXX.
XXXX XXXX XXXX XXXX, OH XXXX XXXX : Borrowers : XXXX XXXX. & XXXX XXXX Loan no. XXXX Property address : XXXX XXXX. XXXX XXXX., XXXX XXXX , WA XXXX Dear Sir/Madam : We received your letter of XX/XX/XXXX ( copy attached ). It states that " As of the date of this letter, we have not received your payment due XX/XX/XXXX in the amount of {$2400.00}, making your loan past due. Consequently a late charge of {$85.00} has been assessed to your account. '' This statement of yours is deceptive as your own records show receipt of our payment of {$2400.00} on XX/XX/XXXX ( see copy of your XX/XX/XXXX Mortgage Statement, also attached ). The {$2400.00} amount we paid on XX/XX/XXXX was the regular monthly payment amount, which apparently was increased for XXXX due to an increase in the escrow amount for taxes and insurance. I do not see in our records where this increase was clearly communicated to us so that we could increase the auto-pay amount for our mortgage payment and avoid having " late charges '' asserted against us. Enclosed please find our check in the amount of {$140.00}. This amount represents the {$59.00} difference between the old and new regular monthly mortgage payments, and the {$85.00} " late charge '' assessed against our account. With the receipt of the {$59.00} shortfall amount for the XX/XX/XXXX payment, you are directed to apply it and the {$2400.00} you are holding as a " partial payment unapplied '' to our account as our full XX/XX/XXXX payment. Your handling of our account and your correspondence to us regarding the account have been unfair and deceptive, and have prompted me to file a complaint with the Consumer Financial Protection Board. Thank you for your anticipated prompt attention to this matter.
Yours very truly, XXXX XXXX XXXX XXXX XXXX. XXXX XXXX, XXXX XXXX , WA XXXX ( XXXX ) XXXX XXXX XXXX : XXXX XXXX.
|
| 03/26/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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|
Web |
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We have been customers with Freedom Mortgage for 4.5 years - XX/XX/2014 during that time we have never made a late payment on account number XXXX. That is until this year dated in XX/XX/XXXX.
If you review my file history you will see I did in fact make payments on time for XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. The payment had gone up XXXX dollars in XX/XX/XXXX without my prior knowledge. Freedom mortgage took the payment that I have been accustomed to paying via bank draft as it does every month. Same as XX/XX/XXXX and XX/XX/XXXX.
On XX/XX/XXXX I received the first notification from freedom mortgage stating my account was past due, confused and unaware of why it would be past due I contacted freedom immediately. It was on XX/XX/XXXX that I was made aware that my account was {$90.00} short ( {$30.00} XX/XX/XXXX {$30.00} XX/XX/XXXX {$30.00} XX/XX/XXXX ) and had already been reported to the credit bureau. On XX/XX/XXXX I also learned that the amount debited from my bank account had been placed in a reserve account with Freedom. NOT including XX/XX/XXXX, which freedom accepted.
I travel for work and am only home 3-4 days a month had no idea that my XX/XX/XXXX payment was going to be placed in a separate account. Same as my XX/XX/XXXX payment. When looking at my bank account the funds had been accepted just like XX/XX/XXXX. I never once received any sort of notifications of this.
According to my bank account information and payment history I have always made my payments on time. My credit has lowered 100 points based on this {$90.00} Freedom mortgage did not provide ANY communication to me about the reserve account, the shortage, reporting to the credit bureau or give me an opportunity to resolve the issue.
I contacted freedom mortgage on multiple occasions with no resolution to the issue Please advice how we can rectify this situation and remove the impact this has on my credit score.
|
| 11/16/2022 |
Yes |
|
- Struggling to pay mortgage
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|
Web |
Servicemember |
|
Freedom Mortgage offered the XXXX relief program just like every other lender in the XXXX. Based on the fact that I lost hours with my part-time job I took advantage of this program. After the XXXX moths I was prepared to begin the process of making payments again. Initially I was asked for a list of documents, from a person that I talked to on the phone. I got those documents and sent them to the XXXX, a couple weeks later I got a letter that stated " more documents are needed '' and nothing more. I called again and they said they would send a letter with more updated information on it. On the follow-up letter it said that they needed paystubs and bank statements, I also verified verbally that this would not affect my credit and was told that since I am in loss mitigation status again, there would be no negative impact on my credit. I sent over the pay stubs and bank statements for my main institution, along with a statement as to why I took advantage of the XXXX relief program. A few weeks later I got another letter asking for Proof of XXXX ( Award Letter ), XXXX XXXX XXXX Return ( All Pages ), 2 Month Bank XXXX ( all pages ), Financial Worksheet, XXXX, Proof of Additional Income. I attempted to call them on XXXX different occasions with the wait time lasting over an hour, and no time to wait for that. On the back side of the letter it states, " Please be on the lookout for a call from us. We'll follow up on this documentation request and answer any questions you XXXX have. '' This statement led me to believe I did not need to wait on hold and someone would call to help me. On XXXX XXXX, I got a notice saying I was 180 days past due onmy credit report and my home was being processed in foreclosure. I called in and explained and was repeatedly told this was my responsibility and I needed to call them. Also, that even though they told me I didnt need to pay I should have and this falls on me.
|
| 04/10/2020 |
Yes |
|
- Trouble during payment process
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|
Web |
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|
To whom it may concern : I have reached out to your FREEDOM MORTGAGE customer service department on numerous occasions without any resolution to my problem nor do I even get a callback.
At issue, I have made numerous EXTRA - FULL payments on my mortgage, account number.
I wanted these payments applied in such a way that my mortgage would be PAID AHEAD by ( 6 ) months.
Instead, the funds were applied supposedly to the principle.
Since the funds were NOT applied to my account in the manner I intended, I have requested the funds be RETURNED/REFUNDED.
To date, I have only received a REFUND check in the amount of $ XXXXXX which is MUCH LESS than the amounts of my OVERPAYMENTS.
But, my bigger concern is that my ACCOUNT HISTORY is so jumbled up with Primary Payments, Payments, Reversals, and Payment Suspense line items, it is extremely difficult for your Representatives to read my account.
This is extremely FRUSTRATING, not to mention the RUDE treatment exhibited by your representatives because they can't seem to figure it out ; as if it's my fault and like I'm being a nuisance for even wanting them to research it.
Again, with each phone call, I am told by the representative the account will be sent to the CASH DEPARTMENT to assess the situation and that someone will get back to me.
Of course, no one ever does ...
So, what I want is to have an accountant look over my account line-item for line-item, starting from XX/XX/XXXX to current XX/XX/XXXX.
After this, I then would like a PROMPT REFUND of my sizeable EXTRA-CASH FUNDS for the monies not applied as I intended.
I am at the point where I have a DISTRUST of your firm and I am researching ways to REFINANCE my mortgage.
I am also researching ways on who and what organizations I need to contact in order to have Freedom Mortgage and your bookkeeping practices investigated.
I am looking for a SWIFT RESOLUTION to this matter.
|
| 02/25/2020 |
Yes |
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Web |
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They gave us an incorrect payoff, did not process the refinance payoff when funds were received on XX/XX/XXXX, charged you for the interest for their mistake, held your money up over 3 weeks, will not provide evidence or documentation of money they are keeping from you, will not answer all of your questions and you still have not gotten your full amount refunded as promised
from Freedom in writing. After being on the phone with Freedom Mortage customer service for OVER 90 minutes. My phone died. and I don't have the nerves left to call back and sit on hold. 75 % of the time I was on that call I was on hold mind you. 20 minutes just to have someone answer ... Talked to the lady for a bit, she left me on hold for another 20 minutes. She got back on the phone and was hostile with me. Asked for a manager and got put back on hold for 15 minutes. ANYWAY ... .HERE is what I think they are telling me whe
re the numbers are ... and my concerns/comments listed.
Everyone agrees I paid {$3000.00} o
n XX/XX/XXXX. They say they didn't get the titles pay off until XX/XX/XXXX - even though records shows XX/XX/XXXX ... .. So they are saying due to the 'late ' payment the funding was short {$74.00} ( If that was all we were talking about, I would get over it.. ) So that leaves {$2900.00} They had held {$270.00} for FHA insurance they paid for XX/XX/XXXX, but they are sending me a check for that. ( Great that is fine ) And then we FINALLY go
t a check today for {$2300.00} So that leaves {$270.00} ( Which happens to be the FHA insurance number -- So I should get paid that number back twice right?? ) In ADDITIONAL TO ALL THIS .... Our payoff letter stated : " The current Escrow balance is {$1600.00}. But Freedom mortgage is claiming I have {$0.00} in this fund.
In summary, I need a breakdown of where the second {$270.00} went and the {$1600.00} in escrow ( That is a total of {$1900.00} ) Please advise ASAP.
|
| 05/04/2018 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
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|
Web |
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Freedom mortgage is the institution who is responsible for our loan. y nXX/XX/XXXX we summited our payment thru their online services as we did every month. We received a confirmation number that the payment was process correctly like we do every month. On XX/XX/XXXX ( approximately ) we received a letter from them that they never received the payment, when I logged in to my account I find out that they where correct. They express to me that the payment got reverse because an error on the routing number I told them how is that possible if in the past we have entered the wrong routing number and the system will give you an error in the page. After giving us poor excuses I told them that I logged in and the payment showed as reversed but that we do have a problem with making the payment. We proceed to make the payment over the phone they offer to remove any late fee and charges without us even asking because they understood their was an error on their end. On the XX/XX/XXXXwe received a credit alert from 2 of the monitoring company that we use that we missed a payment we got the letter on the XX/XX/XXXX and we call the same day and made the payment. We reach out to Freedom Mortgage on the XX/XX/XXXXand explain again the situation first they couldn't open an investigation because they couldn't find my account number we gave them names on the loan, address, a correct phone because they had a wrong one also provided them the loan. After that they emailed us back on because they said that they needed more information we send picture of their website showing them what kind of error their system will give you when the account or routing number doesn't match. After that they requested proof that the money was there when the transaction was made, we send that information proving that there was more than enough then they send us another letter on XX/XX/XXXX that they were unable to honer our request.
|
| 03/24/2023 |
Yes |
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- Trouble during payment process
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|
Web |
Older American |
|
On XX/XX/XXXX I refinanced my mortgage from Freedom Mortgage to XXXX XXXX XXXXXXXX XXXX. My taxes were paid from my closing by XXXX of XXXX Mortgage on XX/XX/XXXX. Freedom Mortgage had already been paid off and I received an email from Freedom Mortgage on XX/XX/XXXX confirming that. On XX/XX/XXXX, 14 days after the mortgage had been completely paid off, Freedom Mortgage proceeded to pay my taxes in the amount of {$2100.00} out of my escrow account instead of refunding that money to me. On XX/XX/XXXX, the XXXX of XXXX refunded the the entire {$2100.00} back to Freedom Mortgage. I contacted Freedom Mortgage about my refund which should have been refunded to me with the rest of my escrow money and they told me that the money would be refunded to me by XX/XX/XXXX. They have already been holding this money for a month but I waited patiently. I called them on XX/XX/XXXX because I still had not received the refund. The person I spoke with said it was still pending. I told her that I was told that I would have the money by Wednesday XX/XX/XXXX and she said she doesn't know but it still says pending. So I asked to speak to a person who could tell me what where my money was. She put me on hold for a long period then came back and said her supervisor said the check went out on XX/XX/XXXX and that they had no control over the mail. She had just told me it was still pending and all of a sudden now she lies and says it went out and blame the post office? I asked her why they would send a {$2100.00} check through the regular mail when it should have been sent XXXX? She had no answer. I asked her if I would be receiving interest on the money they are withholding and she said no. I just had a XXXX XXXX on Saturday XX/XX/XXXX and got out of the hospital on Tuesday XX/XX/XXXX and I need this money which should have been refunded to me from my escrow account when my mortgage account was closed on XX/XX/XXXX.
|
| 12/08/2020 |
Yes |
|
- Trouble during payment process
|
|
Web |
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I have 2 primary complaints.
First, received a letter from my mortgage servicer, Freedom Mortgage stating that my payment was going to be increasing by {$300.00} per month because of an escrow shortage. This was a significant increase so I began working with Freedom in order to determine what caused the issue. After several weeks it was determined that my account was set up incorrectly after I refinanced. The escrow account had 2 errors, insurance was omitted and the taxes were incorrectly applied from an outdated tax bill. This led to a significant gap that was not discovered until I received my annual escrow analysis. Freedom offered to credit my escrow for the full amount of the insurance because it was an error by the account set up process. I asked that they also research how the tax account was so inaccurate because they had received an updated copy of the tax bill the previous year. I still have not received an answer as to how this occurred. I have spent hours trying to resolve this with Freedom but they are exceptionally hard to work with. I am able to afford the increased payment but I believe these sorts of systemic errors will disproportionately impact low income borrowers as they may not be able to afford such a significant increase in monthly payments.
The second complaint involves the refinance marketing process. After I refinanced the first time I continued to receive marketing calls to refinance again. I requested 3 times to be added to the do not call list which was finally completed. Despite not wanting to continue to receive information, Freedom requires that you move through a phone tree on the customer service line in which they try to push you to refinance again. They also direct customer service representatives to try and sell the program as well. Customers should not be required to constantly opt out of product marketing in order to get basic customer service.
|
| 09/02/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Application, originator, mortgage broker
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|
Web |
Older American |
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XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NJ XXXX To whom it may concern.
I applied for my townhouse refinancing to Freedom Mortgage Corp XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NJ XXXX Initially, we talked, and I clearly stated, that my gross income was around {$45000.00} yearly. According to market estimate, my house worth {$170000.00} and refinancing amount would be {$130000.00}. I 've bought this house in XXXX 2009.
The person, who I spoke to, said that it 's kinda tight, but after checking on my credit score, he said that they could do it, and took my application over the phone. He was some kind of supervisor there, and later transferred my application to one of the loan officers XXXX XXXX.
I received electronic package, signed all documents, tho some was not exactly correct, but he said, that we could change it later. I 've also supplied 2 years of tax returns, bank statements, and all the other required documents. At the end of that day, I got a call from him, and he said, that my application was denied cause my income is not {$45000.00} but {$30000.00}. {$30000.00} was not my gross income but adjusted gross income, meaning after personal deduction, and IRA contribution. I pointed to that fact to him, but got borderline rude response. After that I emailed him, and asked for that explanation in writing, but got no response.
About 2 weeks later, i 've got a letter from Freedom mortgage Corp where no reason for denial was stated, it also did n't say anything about where they obtained my credit information.
What was in that very strange letter ; - Withdrawn. WE HAVE ACKNOWLEDGED YOUR WITHDRAWAL REQUEST!!!
I did not request anything!
I 've called them following that letter, and got the promise to call me back, and resolve the issue. One week later ... I got nothing!
I also going to file a complain with the XXXX, cause i do not believe such a practice deserve an XXXX rating.
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| 10/16/2021 |
Yes |
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- Trouble during payment process
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Web |
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My old mortgage company XXXX XXXX switched me over to Freedom Mortgage on XX/XX/XXXX and when I logged on to my portal with Freedom Mortgage I noticed that my account is in Active Loss Mitigation. I called them on XX/XX/XXXX to ask them why was my account in active mitigation and they told me it was because my previous Mortgage company XXXX XXXX sent them my loan over with me being in the COVID forbearance program, '' which I wasn't and never in ''. After they looked at the paper work they notice that the Covid forbearance program was dated XX/XX/XXXX through XX/XX/XXXX and that they will remove it from my account by XX/XX/XXXX. When XX/XX/XXXX came I logged on my Freedom Mortgage account and noticed that it have not been removed. So I called Freedom Mortgage again on XX/XX/XXXX and I was told that it has been removed that they just have to update the computer systems that's why its still showing loss mitigation. Then I called again I believe on the XXXX and then I was told that it was never even put in the system to be removed and that now they put the ticket in to be removed. I spoke to XXXX that day and she was very rude, I spoke to the supervisor about her that day also. Then I was told another date XX/XX/XXXX that it will be done and removed. So on XX/XX/XXXX I checked my Freedom Mortgage online portal and my account is still in Active Loss Mitigation. So I call again and this time they don't give me a date they tell me it will be removed in a couple of days. I also emailed the Loss Mitigation department twice once on XX/XX/XXXX & XX/XX/XXXX about this situation and I never gotten a reponse. Now it's been over a month and it still has not been removed from my mortgage account. I never missed a payment before and I never enrolled into the COVID relief program so I do not know why my account is in Active Loss Mitigation and Freedom Mortgage is not removing that status from my account.
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| 02/01/2021 |
Yes |
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Web |
Servicemember |
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In XXXX I had contacted my current lender, Freedom Mortgage, about a refinance of my existing loan with them. They followed-up quickly and said they needed to wait for the required VA seasoning period before we could proceed. After that period had passed we reengaged and I was sent a final closing disclosure and scheduled for a closing on XX/XX/2021 at my home at XXXX. I was contacted at XXXX by the law firm and told the closing had to be cancelled because Freedom Mortgage failed to get them the required documents. I contacted Freedom Mortgage that day and learned that they were unable to determine a projected property tax for escrow. I notified them that this was originally part of a trust and that the bill wouldn't be generated until XXXX or XX/XX/XXXX. They stated they would contact XXXX County, SC to get an estimate to use for the tax certificate. Once I had been assured that had happened on XX/XX/2021 I scheduled for a closing on XX/XX/2021 at XXXX at my home. I was contacted at by the law firm at XXXX and told the closing had to be cancelled and to contact Freedom Mortgage for further details. I contacted Freedom Mortgage and was told that they had the same issue about the tax certificate. I had been assured it was cleared up, but surely enough it wasn't. When I spoke to a representative for the " exceptions department '' on the phone I was told they had two different tax amounts and couldn't proceed until they received confirmation from the tax authority. That is now twice in two months, with the closing scheduled 12 calendar days in advance that Freedom Mortgage was unable to execute a scheduled mortgage closing for an IRRRL due to their inability to gather and relate information competently. I have made inquiries to other companies as this process has proceeded causing a dip in my credit scores as well as having to cancel on my required witnesses who had cleared their schedules.
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| 07/30/2020 |
Yes |
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Web |
Servicemember |
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On XX/XX/XXXX, we were contacted by XXXX XXXX at Freedom Mortgage who informed us our VA Loan was eligible for an IRRR. We completed the paperwork to lock in everything on XX/XX/XXXX. On XX/XX/XXXX, I reached out to XXXX via email because we had received no update. We were contacted on XX/XX/XXXX to schedule our closing. It was scheduled for XX/XX/XXXX and we were told to not make the XXXX payment. The week prior to XX/XX/XXXX, we were contacted by XXXX XXXX XXXX to confirm the appointment and get our gate code. On XX/XX/XXXX, we received the appointment reminder email. On XX/XX/XXXX, the appointment time arrived and no one showed up. We contacted XXXX XXXX XXXX and were told that the notary was not coming because there had been a discrepancy in the closing disclosure and although it had been resolved, the paperwork did not arrive in time for the notary to get everything. We were told we would be contacted for it to be rescheduled. I also emailed our Loan Officer, XXXX XXXX. I was contacted that evening by a customer service person apologizing for the issue and letting me know that it would get rescheduled.
We heard nothing back from anyone. On XX/XX/XXXX, I sent an email to XXXX asking about the appointment getting rescheduled. He replied 'I will get the scheduling team to call you today. I was unaware, my apologies. I will handle this now '. A couple of hours later, I received a phone call from someone asking when I was going to make our XXXX payment. To my surprise, I was told we needed to make the XXXX payment or our credit would be dinged. We didn't make the payment at the request of Freedom Mortgage and they failed to do their job. Even after escalating the issue to XXXX XXXX, we are being told we have to make the XXXX payment to avoid something being marked on our credit. And, that we have to make the payment to be able to move forward with the IRRRL. This is absolutely absurd.
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| 05/22/2017 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Improper use of your report
- Credit inquiries on your report that you don't recognize
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Web |
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On XXXX XXXX, 2017, I was referred to Freedom Mortgage company in XXXX, Ca. XXXX XXXX to get a pre-approval for a prospective property in XXXX County. Due to my traveling and the loan broker being away from her office, I promised all other necessary documents to be sent on XXXX XXXX 2017, instead. I emailed and faxed most of all documents to XXXX XXXX, in return email from XXXX XXXX, she asked if she could forward my bank 's statements to my realtor. With that email, I called XXXX XXXX, I do not wish to move forward, something was not right. Realtor only needs a mortgage pre-approval letter from the agent, not my bank information! The realtor who has not sent offer after 36 hours request to me, does not have a business to have personal financial sensitive information. After a phone conversation with XXXX XXXX, my husband and I decided not to move forward with loan and property. I advised XXXX Not to run my credit check, but she said she did anyway. On XXXX XXXX, 2017, I learned she ran a hard inquiry on mine and my husband credit checks, I asked her to help to remove them as a soft inquiry. I made a dispute to XXXX ( freedom mortgage company used ) about the inquiry. The respond from the agency stating that XXXX XXXX indicated that XX/XX/17 XXXX XXXX we gave her verbal consent due to I did not have access to email or fax machine. This is not correct so I contacted Escalation Department XXXX XXXX I spoke with the loan officer for your loan. She pulled the calls and stated that " she notified you that in order to do a preapproval she would need to run your credit. She said that you consented for your credit to run. They will not remove the credit inquiry since they had your consent to run the credit. '' I did not inform about the recording conversation with XXXX XXXX from XXXX, 2017, and I exchanged a handful of emails on XX/XX/XXXX, no authorization have been mention of running credit.
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| 04/07/2023 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Older American, Servicemember |
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My mortgage company is Freedom mortgage. Last month I contacted them with regards to an equity loan with the hope of paying off high interest debts. I was contacted by XXXX XXXX who is the loan advisor and I explain what I wanted to do adding also that I was a retired veteran and XXXX. XXXX XXXX later told me that I would be charged {$1000.00} as a rate lock fee but it would be refunded if my loan request was denied. I thought it sounded legit at the time but later XXXX XXXX told my interest rate would increase considerably however, I could always lower the rate later if I chose an IRRRL ( Interest Rate Reduction Refinance Loan ). I did not think about it at the time, but she left out the part that for veterans with service connected disabilities can have that fee waived. Whether she left that out deliberately or not, I decided to cancel my request for the loan for now and I subsequently sent her an email telling her to discontinue the loan process. XXXX XXXX wrote back stating that she was sorry I was not happy with the offer and that all the fees had been waived. I thank her and I thought that was the end of it. However, a few days later I noticed that my credit card still had the charge and it the {$1000.00} they had charged me was not refunded. I immediately contacted XXXX XXXX about the situation and after a few days she finally responded. This time she stated that rate fee was not refundable unless my loan was denied which sounded absurd because I contacted her even before the processing of the loan. I believe Freedom Mortgage is engaging in unfair practices and deceptive practices by refusing my legal rights. Nothing was ever said that they would not refund my fee if it was for anything other than my request being denied. I also feel they took advantage by excluding me of my certain benefits in being a veteran and XXXX. I contacted legal advice who referred me to your website.
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| 04/02/2018 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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My wife and I ( both veterans ), have been with Freedom Mortgage for about 15 months. We have only had one issue when mail was delayed due to a snowstorm and the check arrived a day or two late. When we called them about the check being late ( we saw that the money had NOT been withdrawn on the XX/XX/XXXX ) they told us that we were immune from late payment for the first 2 years of our mortgage but STILL charged us late fees and claimed the fee would be applied to principal. We were mollified. However, this occurred again and AGAIN WE had to call THEM about not cashing our mortgage check. We were told to cancel the check and pay online. We attempted several times to pay online but their system was not working properly. We called several more times over the next few days and were finally allowed to pay over the phone. However, once again they got a number wrong ( allegedly ), and piled on even MORE late fees again telling us that they would be applied to principal. None of the late fees were ever applied to principal so they had BLATANTLY misled us or dare I suggest that they LIED to their own customer. Now they are saying we are TWO months late and we have both payments sitting in our account waiting for them to take it. I have done research on the company and this is NOT an isolated incident. They have been both aggressive in getting their money and politely unhelpful each everytime we try to pay them. They have continually lied or misled us, NOT corrected the problem NOR have they EVER called US. WE have called THEM we stay on top of ourt finances and this is completely unacceptable and a perfect example of corporate greed and incompetence. My FIXED mortagage payments have been going up due to late fees and accrued interest because they will NOT take our money. I do not know how to force them to take our payments please help us or inform them they need to fix how they do business.
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| 01/12/2021 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
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on XX/XX/XXXX I signed a series of documents for myself and my wife. It was my understanding that these documents were for the freedom mortgage product titled " IRRL VA Streamline '' that carried an interest rate of 2.6 % and a reduced mortgage payment of {$2900.00}. One of the features of this product that there was no credit check for current freedom mortgage customers. The loan officer confirmed the documents completion and informed me that someone from the company will contact me to finalize. However, on XX/XX/XXXX I received an email from freedom mortgage with my credit report and a denial letter. This of course is confusing because I was not told that my credit was going to be pulled for anything. I attempted to have this issue explained and resolved by other administrative staff of freedom mortgage, but apparently this " denial '' status has essentially removed any support privileges that I have enjoyed in the past as a customer in good standing. I have spoken with a series of departments and so far no one from Freedom mortgage has made any attempt to follow up with me on this matter. After researching the company CEO 's email address, I forwarded my communication to him. The company 's Senior VP sent me an email that day on XX/XX/XXXX accepting the responsibility of addressing my issue and confirmed that someone will contact me via telephone. No one has called me since the issue began on XX/XX/XXXX. In addition, I received another email from the company 's Senior VP on XX/XX/XXXX requesting proof that I have the credit report that they sent me on XX/XX/XXXX. The credit report was sent through a system that houses the company 's documents. When clicking the link, all of the documents that I signed for the IRRL refinance are suspiciously gone and so is the hard credit report pull that was sent to me twice on XX/XX/XXXX, the error states " documents are no longer available ''.
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| 04/19/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Freedom Mortgage has continued to lose my payments since XXXX or say that they did not receive them. I pay every two weeks and never been behind nor late. I have done everything that I suppose to do as of making my payments on time. I'm always getting lied too or told different stories. I have asked for my new payments for the month of XX/XX/XXXX and they are still refusing to give it to me. Stating that my escrow plays apart in this. And, I was never told that before. My mortgage went up because my insurance went up so since I changed insurance companies Freedom Mortgage still has not yet told me my new monthly payments. First, it was XX/XX/XXXX payment that was missing. Second, it is XXXX and XXXX 's payment missing. Third, there's a shortage in my escrow account. Nobody has been truthful at all. By, law I have the right to know what's my XXXX 's payment is. And, they already received my new insurance policy. And, they are refusing to give it to me because there waiting on a check from my old insurance company. Which, don't have nothing to do with me. I cancelled it and that's all I can do. There's no reason why I don't know what my new monthly payment is. And, one of there agency said that I received the check and I have not received nothing at all period. The sad part is that they have the money and acting as if they did not received it. Here 's a complete breakdown. XX/XX/XXXX 1st partial for XX/XX/XXXX. XX/XX/XXXX final payment for XX/XX/XXXX. XX/XX/XXXX XXXX partial payment for XXXX XXXX. XX/XX/XXXX final payment for XX/XX/XXXX. XX/XX/XXXX 1st partial payment for XX/XX/XXXX. XXXX XXXX, XXXX final payment for XX/XX/XXXX. XX/XX/XXXX 1st partial payment for XX/XX/XXXX. XX/XX/XXXX was my final payment for XX/XX/XXXX. And, XX/XX/XXXX will be my 1st partial payment for XX/XX/XXXX. I did a breakdown sent in bank statement and they still refusing to give me my XXXX 's payment..
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| 01/29/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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My Husband who is the Veteran passed away very unexpectedly at XXXX years old. We have two young children who at the time were XXXX and XXXX years old. I his wife, have been struggling to make payments. Just last month I began to receive the Veteran benefits. I can make the payments now but Freedom Mortgage will not work with me. I sent them documents they requested XX/XX/XXXX. I never received a letter with a direct contact in regard to my financial hardship. I would call and get a different customer service employee and see what else I needed. It was always a different person and at times they would say there was nothing they could do. I reached out to a friend that is helping me now. XX/XX/XXXX We called Freedom Mortgage together to request the auction be postponed asked for a the loss mitigation forms. They said it was out of their hands. Then we asked if they received the documents I had sent. They representative finally found them and we begged for help. I am not on title or the loan. I just have a letter that my husband wrote. She told us to do a loss mitigation package which was what we want in the first place. We couldnt get one online due to the account passwords being my husbands. He handled all the bills. We called back XX/XX/XXXX the representative now said we need to do a successor in interest. We requested again that they please postpone auction so we have more time. She said they cant. I said I can make a payment now and they said I would have to pay XXXX. I dont have any money jus t now my VA benefits. And they cant email form or FAX it. It has to be by mail. They were suppose to send the form so I could get auction postponed and save my home. It still has not arrived today XX/XX/XXXX. The first representative mislead me. I told her everything. I can not afford a lawyer. I need help. This is the only home my children and I have. I am very scared for our future.
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| 02/24/2021 |
Yes |
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Web |
Servicemember |
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While processing a refinance mortgage with Freedom Mortgage on multiple occasions they provided inaccurate paperwork and broke the terms of the closing documents. First, after requesting a mortgage without an impound/escrow account, Freedom Mortgage sent a set of summary disclosure forms with an impound/escrow account included. We refused to sign and Freedom Mortgage eventually sent a set without the impound account, which we sign and should be on file. Later Freedom Mortgage sent closing documents with the impound/escrow included, against our will.
Weve spoken with representatives with Freedom Mortgage, filed a complaint on their messaging service, indicated we wished to cancel the refinance and have forwarded emails as requested. Its been XXXXour weeks and we have not received a reply or follow-up from Freedom Mortgage. In fact, per the closing documents the first payment wasnt due until XX/XX/2021, but regardless of our request to cancel the refinance, Freedom Mortgage closed our previous mortgage and deducted a payment on XX/XX/2021.
In fact the only communication we have received from Freedom Mortgage was the result of a previous complaint we filed with your agency and in that response Freedom Mortgage failed to mention that they had not addressed our main complaint or broke the terms of the closing documents by processing a payment before XX/XX/2021. Instead, Freedom Mortgage only offered to refund a portion of the pre-payment fees they charged for including the impound/escrow account against our will. We have been very unhappy with the service provided by Freedom Mortgage and would prefer to work with a different company. If that is not an option, we would prefer that our refinance be processed as originally requested and that we receive a full refund of the $ 9000+ pre-payment fees ( impound/escrow ) that Freedom Mortgage included in the mortgage against our will.
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| 09/08/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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Hello, I had taken a Mortgage loan from XXXX to purchase a house in XX/XX/XXXX at XXXX, Texas to be repaid in 360 monthly instalments of {$740.00} each. As per the Closing documents I don ' need to pay Escrow balance for taxes and insurance.
The taxes and insurance are to be directly paid to the authorities by me. However, the mortgage co. inadvertently paid the property tax and utility taxes from escrow account in XX/XX/XXXX. Not knowing that the lender had paid the taxes, I too paid the taxes in early XXXX XXXX was time to pay taxes until XXXX XXXX without penalty.
The tax authorities encashed my checks and kept on hold the checks issued by the mortgage company. Since there was double payment of taxes, I had to follow up with the county and utility district for refund of the excess amount. After getting the refund, the fund was immediately sent to the company. They credited the property tax to the escrow account but the utility tax was credited to the principal. I called them several times to rectify the mistake. Even after three months since no action was taken by the lender I again paid the utility tax in order to wash out escrow balance.
Finally, in XXXX the escrow balance became nil. In the meantime, Home point sold the loan to Freedom mortgage.
Now Freedom mortgage has asked me to enhance the monthly payment from {$740.00} to {$1200.00} from XX/XX/XXXX to include provision for escrow balance.
IT IS A CLEAR VIOLATION OF THE TERMS AND CONDITIONS OF THE LOAN AGREEMENT SINCE I DO NOT NEED TO PAY INSURANCE AND TAXES BY WAY OF ESCROW ACCOUNT.
I spoke to the company personnel several times pointing out what had happened but the discussion was futile.
Instead of rectifying the error they are repeating the mistake which the pervious company had committed.
I want the mortgage company to honor the original terms and conditions whereby the monthly instalment is {$740.00}.
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| 10/12/2018 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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Web |
Older American |
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My mortgage is with Freedom Mortgage. They purchased it from the original company, XXXX XXXX. Approximately 2 years ago, I was hospitalized with recurring XXXX XXXX. It was necessary for me, with my small business and cash flow, to pay my mortgage at the end of the month rather than on the XXXX. I contacted Freedom and asked to skip a month, in order to put me back on schedule and I explained the circumstances. They denied my request, and informed me that the payment was due on the XXXX no matter what. They then reported to the credit bureau that I was 30 days late 4 times. I protested this because I always made sure that I made the payment before the next one was due. I called Freedom and they checked their records and they found that the payment was always received BEFORE the next payment was due ... however, they maintained that since the payment was not made on the XXXX, it was late. The credit reporting agency counts this as a MISSED PAYMENT and it is absolutely killing my credit score. As a result, I am paying higher interest charges, insurance premiums etc. and I have been denied credit even though I have a good payment history otherwise. Freedom has denied my protest, twice and refuses to budge. I believe that I could sue them for incorrectly reporting, because I certainly have incurred damages because of this. My position is that I am not one month late if I made the payment before the next one is due ... .and that was always the case ... according to Freedom 's own records. I hope that you can help me. I am XXXX years old and XXXX and my wife runs our business, which other than S.S.I. is our only income. I finally caught up about 5 months ago and it's no longer necessary for us to pay the mortgage at the end of the month. My only other recourse is to hire an attorney, which is difficult and expensive, but I believe I would prevail. Thank you for your consideration.
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| 12/03/2018 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
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There was no " real choice '' for my issue. I did a VA refinance with Freedom Mortgage earlier this year. I would give you the exact dates but this part of my problem. Six weeks ago I contacted a lady named XXXX XXXX who works for Freedom. She was the only " hard contact '' I had. I had a working email address for her. I found out that as a XXXX veteran, I was entitled to the return of something called a VA Funding fee. I had filed for XXXX in XXXX and was awaiting the disposition of that case. While waiting I had applied for a VA refinance and was subsequently approved and closed on the loan in ( I am guessing ) around XXXX/XX/XX/XXXX. I have since received word that a part of my claim had been adjudicated and am currently at XXXX XXXX XXXX rate. I contacted Ms. XXXX concerning this and asked how to go about applying for this refund. I told Ms. XXXX I never received a copy of my paperwork from Freedom when I did my refi. They subsequently sold the loan to XXXX. My first payment actually was to XXXX, but Freedom Mortgage DID close the refi and it was their loan. She gave me the number of another lady to call about getting the paperwork. I called this person and was assured I would have a copy within the week. Three weeks later and I have received nothing. I started emailing Ms. XXXX about this and she has continuously deflected my questions. She has said I should have a copy of the paperwork ( I DO NOT have a copy or I would not be wasting my time ASKING for a copy ). The last 18 days has been a continuous stream of emails with me asking for the paper work and her giving me excuses why I do not need the paperwork. In order for me to talk to and discuss this with the VA I HAVE to know what I am taking about ( i.e a copy of the paperwork so I can answer their questions ). It seems every time I contact her I get a lame excuse as to why I can't get the copies of the paper work.
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| 01/02/2020 |
Yes |
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Web |
Servicemember |
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Freedom Mortgage Loan officer XXXX XXXX NMLS ID XXXX sent me a closing disclosure on XX/XX/2019 that only included a VA funding fee of XXXX and assured me multiple times that this was the only closing cost. Upon closing on the loan on XX/XX/2019 the closing costs had ballooned to include the entire previous years escrow amount as well even though taxes were already paid. Reached out to loan officer and never got a response. Made mistake known to closing company who reached out to XXXX County and requested the check be sent back. Upon receiving the check from the county the closing company reached out go Freedom Mortgage to see if they could mail me the check directlt. Freedom Mortgage said no, to mail the check to them. Upon Freedom receiving the check, I called to have an ESCROW analysis performed as I was told by their representatives to do. After waiting 2 weeks for the analysis to be performed and calling back I was told the ESCROW department would not perform the analysis until it was regularly scheduled for the loan. Asked to speak to a supervisor who told me that as this was a new loan from the refinance, closing costs must include a years worth of ESCROW. This is in direct contradiction to what I have in writing on the closing disclosure. Also was told an ESCROW analysis could not be performed until after 45 days of receiving the first loan payment by law. At this point I asked to speak to and left a message for XXXX XXXX supervisor explaining what happened amd requesting a call back. I receive contradicting information every time I call and speak to someone different. I have had a history of other financials issues with this company but those seemed more like mistakes. This seems more like I'm being given the runaround so that they can financially benefit with me paying interest on money that should have never been taken out of the loan per what i have in writing.
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| 04/30/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My name is XXXX XXXX. I am a customer of Freedom Mortgage. My loan number is XXXX. After reviewing my recent mortgage statement I saw that the price had increased. I called Freedom Mortgage to ask why and they stated that it was due to an escrow shortage. The shortage is due to Freedom Mortgage paying XXXX money from my escrow account to another XXXX Policy Holder.
This shortage is a result of discrepancy between Freedom Mortgage and my home owners insurance policy holder XXXX. XXXX XXXX is the Senior Premiums Receivable Specialist at XXXX. She reported to me that Freedom Mortgage sent a check to XXXX for {$1000.00} on XX/XX/XXXX. The check number was XXXX, attached t that account number was a policy number of XXXX and a loan number of XXXX belonging to someone named XXXX XXXX.
Freedom Mortgage then sent another check ( XXXX ) for the same amount on XX/XX/XXXXwith the XXXX Policy number belonging to XXXX XXXX but with my name and my Freedom mortgage loan number. My only policy number XXXX was not on the check or payment stub. A review of the account for XXXX XXXX shows that on XX/XX/XXXX a refund of {$1000.00} was issued and cashed.
I have attempted to contact both parties to remedy this. Freedom Mortgage has made the mistake of paying XXXX to cover another account out of my escrow account. However it is my belief that insurance companies need to make requests for these payments from mortgage lenders so I am not sure which one of these companies are at fault. What is clear is that my wife and I are a victim of this mistake and I would like for the consumer protection bureau to investigate this for me as I have been asked to continue to pay the increased mortgage amount and no one has guaranteed that this money will be returned to my account. Another concern is the ease as to which the name and policy number of the person who received the over payment was given to me.
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| 05/21/2021 |
Yes |
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- Trouble during payment process
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Web |
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Mortgage company : Freedom Mortgage Loan No. : XXXX I was approved for a forbearance plan due to the Covid pandemic ( CARES ACT ) by my previous mortgage service provider, XXXX XXXX
Start date of Forbearance : XX/XX/XXXX.
End date of Forbearance : XX/XX/XXXX ( total duration - 12 months ) My mortgage account was transferred to a company called Freedom Mortgage, effective XX/XX/XXXX.
On XX/XX/XXXX, I contacted Freedom Mortgage and informed them that I was ready to exit the forbearance plan and start making regular mortgage payments from XX/XX/XXXX.
In a decision letter dated XX/XX/XXXX, Freedom Mortgage informed my in writing that I was eligible for a " Covid-19 Combination Partial Claim and Loan Modification '' option. I signed the letter and sent back to Freedom Mortgage for processing.
As for today ( XX/XX/XXXX ), Freedom Mortgage has not processed the documents necessary to exit the forbearance plan. I have made numerous phone calls to Freedom Mortgage customer Service and each time I was told that the documents are in processing.
I was informed in one of the phone calls that the target date for my regular first payment would be XX/XX/XXXX. I called Freedom Mortgage customer service again this morning enquiring about the processing of the documents and I have been give the same answer - documents in processing, no time line as to when they will be completed. I have been quite anxious dealing with Freedom Mortgage, as my personal experience is that there is very little coordination between different departments of the company. It puts in high risk as one department, oblivious of what is happening, may start a foreclosure action against me, while the customer service department is reassuring me that everything is fine and that I do not need to worry.
I believe I face great risk due to the inaction by Freedom Mortgage in processing the forbearance exit documents.
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| 01/29/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I submitted a request in writing to Freedom mortgage on XX/XX/2017 to have the PMI taken off of the account. That day I spoke with a representative who said everything on my account met the requirements to have PMI removed. We have paid the mortgage balance to 78 % of the homes value, we have never had a late payment, and we have had the mortgage for almost 3 years. I called back a week later and was told to submit the request again, which I did through a written email. The company acknowledged on XX/XX/XXXX that they received my request and were working on it. I called in a few times and was told by 3 different representatives that my account met all of the requirements and they were not sure what the hold up was. I was also advised by all three representatives I would receive a call when the decision was made. I called again on XX/XX/XXXX and was advised that the PMI was declined because I had not had the mortgage long enough, we needed to have it for at least 5 years. I was also told that we needed to pay the mortgage to 75 % of the homes value. I cited the 78 % as stated in the Home Owners Protection Act and was advised that the 75 % requirement was Freedom Mortgage 's requirement. I called back later that day and asked for a supervisor who was really not able to explain why it was declined. I then asked for his supervisor and was told no one above him was in and that I would get a call back in 24 hours at most. That call never came. I called in again on XX/XX/XXXX and spoke with another supervisor. This supervisor told me he did not see a request was ever put in for PMI removal and I needed to start the process again. I asked for his supervisor and again was told there was no one above him there at the time. I was again promised a call back within 24 hours. It had been 5 working days since my first request for a supervisor call back and I still have not heard back.
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| 06/23/2015 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
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I have a mortgage with Freedom Mortgage Company and after reviewing my paperwork, I noticed some discrepancies on my paperwork. On my HUD-1 my interest rate is 6.5 % with a loan amount of XXXX but on the truth in lending statement my interest rate is 7.078 % with a loan amount of XXXX finance charge amount {$130000.00} total payment {$230000.00}. On the GFE the amount is XXXX. HELOC XXXX. According to my payment schedule payments should be $ XXXX ... However, I have never paid this amount since the beginning of the loan the lowest amount I have paid is XXXX. On XXXX/XXXX/15, I call collections and spoke with rep ID XXXX who informed me I had a escrow shortage of {$1600.00} and my account was being prepared for foreclosure. She transferred me to customer services XXXX ID XXXX ... she said an escrow analysis was done on XXXX XXXX and mailed XXXX XXXX, 2015 to my mail box. The problem with this statement is I do not have a mail box. I have receive all other mail except this XXXX that have been sent to me. She also stated that the new payment did not go into effect until XXXX because I had a short fall on my escrow ; but if you notice my XXXX statement I am paying the same amount for Escrow as in XXXX. This does does not square. I asked about my status with my mortgage and was informed that I needed to speak with someone in collections. I was transferred to Agent ID XXXX. We discussed completing a loss mitigation packet. I informed her that a payment had been sent. She said, the payment would be returned because, the foreclosure process had begun and they would process the documents when received to determine if they are accepted. But they will continue with the process even during the review. In order for the process to stop the entire amount of {$4400.00} is due. But, I question this amount that is due because of all the discrepancy with my financed amount and payments.
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| 04/05/2022 |
Yes |
- Mortgage
- Other type of mortgage
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- Trouble during payment process
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Web |
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I was behind on my mortgage payments, on XX/XX/XXXX I called Freedom Mortgage and asked what the total due was to bring my account current. I was given the amount {$14000.00} ( this was the amount on the XX/XX/XXXX monthly bill ) which is what I paid. I also received a new bill on XX/XX/XXXX which I disregarded as I was told I was paying everything to bring my account current on the same day. My monthly mortgage payment is {$1500.00} going forward. I made another payment of {$780.00} on XX/XX/XXXX to break up the mortgage payment so I could continue to stay current. I just received my XX/XX/XXXX bill with the total due of {$1900.00}, this includes my monthly mortgage payment and also {$390.00} in " unpaid late charges ''. I contacted Freedom Mortgage today XX/XX/XXXX as I was confused how I could owe {$390.00} in late fees when I was told on XX/XX/XXXX that to bring my account current I needed to pay {$14000.00} which I did. I was told that the " unpaid late charges '' don't get paid due to how the payment hierarchy is and that they will become due at the end of my loan ( or when I pay my loan off ). As a consumer I am not understanding how Freedom Mortgage can be false/misleading regarding " unpaid late charges ''. If I was past due for half of XXXX into XXXX how are not ALL " late charges '' showing on each bill or factored in when bringing your account " current ''? From my understanding these " unpaid late charges '' are not being paid until the end of the loan, if that is so why are they showing on my current bill that is due in XX/XX/XXXX? I am struggling as it is to make my mortgage payment, Freedom Mortgage needs to provide accurate billing, how are " unpaid late charges '' being added after you bring your account current. When calling to inquire about the " total due to bring the account current '' why would " unpaid late charges '' not be included in that?
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| 02/28/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
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On XXXX, our home was struck by a large falling tree, significantly damaging our roof. Our insurance company assessed the damage and since the claim payout was in excess of {$10000.00}, it was required that the payment device be a 2-party check between us and the mortgage company. To those ends, in XXXX I preemptively called Freedom Mortgage ( Freedom Mortgage Corporation. XXXX ID # XXXX XXXX XXXX XXXX # XXXX, Broker License # XXXX ) to make sure I could provide all the required information to attempt to expedite the process so we can fix our home. I was told that their claims check process took up to 7 to 10 days.
On XXXX, I endorsed and XXXX shipped the check at my own expense to Freedom Mortgage. Knowing that we were around the time I was given by the phone agent when I made that preemptive call, I called today XXXX, at approximately XXXX, to check the status of the endorsement. I was informed that while my documents were received on XXXX and uploaded on XXXX, no one had responded and/or started the endorsement process. I was then informed there was a review process that could take up to 5 additional days, only then could the check go to their endorsement process that would take an additional 7-10 days.
In summary, I was informed that just to receive an endorsement on the claims payout check from our independent insurance provider ( XXXX ) that Freedom Mortgage has no fiduciary stake in the payout, it could take a total of 24 days. This is 24 additional days from the insurance adjusting process, meaning that work can not begin ( as we can not front the money for these serious repairs ) from XXXX until potentially XXXX. Meanwhile, there is active leaking through the unrepaired roof and into the ceiling, causing further damage.
To these ends, I am filing this complaint under 12 U.S. Code 5531, Unfair, Deceptive, or Abusive Acts or Practices ( UDAAP ) regulation.
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| 08/22/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
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We have reached out to Freedom Mortgage several times regarding the Private Mortgage Insurance placed on our mortgage loan. Every call has been recorded according to their disclosure with the initiation of our conversation. Our current Loan to Original Value Ratio is 78.8 %. We have had two conversations with their mortgage brokers where we were told that we could send a letter to request the removal of the PMI, but it really wasn't necessary because it will drop off in " XXXX '', which is in 2 months. So we sent the letter and was told that we have to have another appraisal. This costs {$500.00}. Our thought process is why should we have another appraisal when we have two months left? We can use this money toward our principal. Well after several more conversations : XX/XX/XXXX I spoke with ID # XXXX and was disconnected. I called back and spoke with XXXX @ XXXX on a recorded line. I was told " qualifies for PMI removal scheduled to drop off by self. '' Loan meets 2 requirement. Then he stated we had to be @ 75 %.
They are not providing a logical reason to us that makes sense for why we are still having to pay PMI. Our original disclosure statement for PMI states that the PMI will automatically terminate when it reaches 78 % .They have this date scheduled. However, even if we reach 78 % prior to this scheduled date, they refuse to drop the PMI without an appraisal, which is not listed in the section discussing automatic termination.Today I called and spoke with XXXX ID # XXXX, she refused to allow me to talk with some in PMI and said that they do not take direct calls. I then was sent to her supervisor, XXXX ID # XXXX and was told that the PMI would not be removed before XX/XX/XXXX without an appraisal. We are not sure of why we had to have PMI in the first place because we put down over thirty thousand dollars when we bought this house. Please help. Thank you.
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| 03/09/2018 |
Yes |
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- Trouble during payment process
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Web |
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I am going to start by saying that it is disheartening to me that in order to receive any sort of response or corrective action from my Mortgage company I need to file a complaint with the CFPB.
XXXX, XXXX and XXXX of 2017 I was approved for a modification from my mortgage company and at that time they locked my account so I couldn't make a payment online. I needed to mail in checks. My modification was approved in XXXX of 2017 and back to normal in XXXX of 2017 since then I have had no online access. Each time I attempt to access my account I get user name or password incorrect. I have changed both numerous times.
I called Freedom maybe in XXXX of 2017 to find out why this was happening and the person I spoke with said they would delete my account and I would have to re-activate it, which I did and that still didn't work. I asked her if I could talk with their tech department and I was told " we don't have one ". I tried again in XXXX, no luck and in XXXX still no luck so I called back and this time I was told they were going to open a ticket with the tech department. ( I knew they had one! this just goes to show much misinformation is given to customers when calling Freedom ) It is now XX/XX/XXXX I still can not access my account online and when I call to check the status they say we see a ticket open with our tech department keep trying.
I honestly feel that Freedom mortgage makes a living off of unfair and deceptive practices and skirts the rules because they deal with FHA loans. I truly and honestly feel that they are in violation of UDAAP. Most people who have an FHA have had or are having money issues and are at the mercy of Freedom. Freedom is notoriously wrong to providing misinformation to customers and gets away with it. I in fact almost lost my house because of misinformation and the response I received was " we apologize for the misinformation ''
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| 04/19/2021 |
Yes |
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- Struggling to pay mortgage
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Web |
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I fell behind about maybe 3 months in my Mortgage payments due to a National Disaster ( a major Fire destroying our tourism here ) I work for a XXXX company and I am on a commission base. My husband at the time worked with me as well. My business gets sold and my husband gets let go. So my income falls very short at the time ( fell from XXXX to XXXX. I received this flyer in the mail to modify my Mortgage ( from XXXX XXXX XXXX ). We call them and we go through these emails/ Phone calls, Approval recordings, etc. We start making money order payments to XXXX XXXX XXXX and just because I asked if we could start making our payments using our bank account a week later they told us we no longer qualified for their program. By this time my Mortgage Company ( Freedom Mortgage ) sells my home back to themselves and proceeds to Auction our home. I try in XXXX of 2021 when my house sold back to them to modify and let them know about what had happened. They told me they would get back with me with a decision and they never did nor did they even try to work anything out with us. I even had HUD /FHA willing to make all payments back to them so we could get back even with our loan and they wouldn't even speak with them after leaving us an hour hold and never coming to the line. During the XXXX you would think they would have taken the back payments and just reinstated our loan knowing what happened but instead proceeded to Auction our house until LAST week they actually sold our home to someone from CO and he has written us a letter to pay excessive amounts of money or leave the property! I have a 90 % handicapped husband, A Mother I'm trying to care for with XXXX, XXXX teens! I am the sole provider here! Please is there any justice in this matter? Is there anyone that can help me? I am in desperate need!!!! Please Help me! I have no where to go Q They have ruined my credit!
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| 10/04/2019 |
Yes |
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- Struggling to pay mortgage
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|
Web |
Servicemember |
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I am a XXXX XXXX Veteran and received a VA loan from Freedom Mortgage in XXXX. I lost my job in early XXXX as a XXXX XXXX with the XXXX XXXX in XXXX, Alabama making over {$110000.00} annually due to a closing of the office. I found another position with another company making half of what I was making at {$56000.00} annually plus commission. I applied for a modification with Freedom Mortgage in early XXXX as I was going through a divorce and I was awarded the house and our XXXX children ages XXXX and XXXX. I sent paperwork as requested by Freedom Mortgage from XX/XX/XXXX until I was contacted with an approval in XX/XX/XXXX. I was paying {$1700.00} per month for my mortgage before the modification request and Freedom offered to lower my principle but increased by interest rate from 3.75 % to over 5 % therefore keeping my monthly rate the same and added the back payments which was over {$400.00} per month. The total modification would be over $ 2200 monthly. I had to file Chapter XXXX bankruptcy after receiving this approval to avoid them foreclosing on my home. I have been paying the back amount through my bankruptcy repayment however I am unable to afford the $ XXXX monthly payment and I am now 5 months behind and received a letter from Freedom Mortgage that they want release from the bankruptcy so that they can foreclose on the home. They have posted this pre-foreclosure for investors as I am receiving texts and mail about individuals requesting to purchase my home. This has caused a great deal of stress on me and my children. I am unable to rent anywhere due to my credit and bankruptcy. Freedom Mortgage could not have looked at my financial statements that they requested and determined that I could afford the same amount. This modification was not done in good faith. Again, I am a veteran and I do not want to lose my home with my XXXX children. Please help!
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| 02/15/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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|
Web |
Older American |
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Dear Sir/Maam : I am writing to dispute the following information in my file : Freedom XXXX Home Loan, Account Number : XXXX You will also find this item circled on the attached credit report. The item I have identified is inaccurate because Of the Issues in closing the loan between XXXX XXXX and Freedom XXXX. I am requesting that this item be deleted in order adequately reflect my true credit history on the attached report.
We opened escrow on XX/XX/2021 and the escrow office received the payoff amount in XX/XX/2021 the payoff was rejected do you Freedom had made the taxes and the payoff was rejected on XX/XX/2021. On XX/XX/2021, I started to received calls stating that my payment was missed, and it need to be paid asap. At this time, I was unaware that the escrow payment was rejected and returned to XXXX. I was never informed by either of the companies. I am now showing that I have a 30-day late in XX/XX/2021 for a missed payment that both companies stated was not due because of Escrow. The loan was paid in full + the taxes were paid twice. I was told by both companies do not make a payment. I have never missed a house payment!!
In my calls to Freedom Mortgage, this has been a very frustrating process to navigate at I have spend hours on the phone and to only be hung on multiple time. When asking to elevate my calls to a supervisor again after being on hold 1-2 hours the calls have been disconnected or I have been told that I will receive a call back have never received a call back.
During the process, I was also losing my husband to XXXX and was his full-time caregiver. I truly feel taken as advantage of. I am XXXX ( XXXX XXXX XXXX ) and have been spoken very rudely to by Freedom Mortgage on multiple occasion when trying to resolve this issue. As stated above, I have NEVER missed a payment on my mortgage and feel this derogatory mark is very unjust.
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| 11/22/2019 |
Yes |
- Mortgage
- Other type of mortgage
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- Trouble during payment process
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Web |
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Freedom Mortgage Corporation manages an escrow account for the property I purchased XX/XX/XXXX. Although they have used the account to pay the residential property taxes ans property insurance - they failed at paying the taxes on a separate tax parcel that was included in the mortgage agreement.
Despite my multiple attempts to resolve the situation, my closing company 's multiple attempts, and my original loan servicing company 's multiple attempts to resolve the situation, Freedom Mortgage Corporation has neglected to pay the taxes for that parcel - despite the escrow account having the required funds to do so.
As a result, late fees and penalties were incurred due to this mismanagement of the escrow account in breach of the original mortgage contract agreement.
I have since received a " refund '' check from that escrow account for the overage that I used to pay the complete tax bill including penalties. However, I feel as though Freedom Mortgage Corporation is liable for these fees, and should be reimbursed to me as a result - totaling {$470.00}.
Freedom Mortgage Corporation has continued to ignore my requests that they respond via electronic correspondence so that there is a record of the interaction between us.
They have also sent an indication that they intend to lower my monthly auto-payment of my mortgage payment to reflect these tax funds not being withheld any longer - forcing me to essentially start my own savings account to pay for the taxes that they are contractually obligated to collect funds for and distribute payment accordingly.
I initially raised this issue on XX/XX/XXXX with Freedom Mortgage Corporation through my loan servicing company and real estate closing company. It is now over three months later, and even after threatening Freedom Mortgage Corporation with this impending complaint, they have still refused to respond.
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| 01/05/2023 |
Yes |
|
- Trouble during payment process
|
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Web |
Servicemember |
|
Freedom Mortgage has recently purchased my mortgage from XXXX and took over servicing this my mortgage account in XXXX.
I wasn't given any notice that this would be happening, just a letter that it had. In that letter, I noticed that after the transfer ; the escrow amount per month had gone up {$51.00} or more than 7 %.
My insurance and property taxes have gone down, so I was surprised that my escrow was increasing. I called and was told this was due to a " Shortage '' in the escrow analysis done by XXXX in XXXX.
I believe that it is apparent that in this analysis, the " shortage '' is caused by requiring me ( the borrower ) to deposit funds, needed for disbursement and maintenance of a cushion, in the escrow account some period before the disbursement date.
This has been accomplished in the escrow analysis by pushing together the two property tax disbursements so they are 5 months apart, and both are disbursed long before Illinois, XXXX county property taxes are due.
In the analysis from last year, the final property tax disbursement wasn't planned until XXXX but didn't happen until XXXX.
If these disbursments came at the proper time, or were properly spaced, there would be no shortage.
I have made Freedom Mortgage aware of this, and asked for a way to contest this, and have basically been told the following : Freedom Mortgage says they have not done any analysis the analysis is from XXXX. They can not change, alter or grant a stay until they conduct their own analysis, which they say they plan to do in the first 60 days.
With rising interest rates and inflation hitting everyone, blaming the previous company 's terrible analysis in order to justify what looks a lot like the use of pre-accrual in order to justify an escrow shortage is unacceptable ; and although I may get paid the " shortage '' difference in a year, there is no interest.
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| 08/10/2021 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
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- Other transaction problem
|
|
Web |
Older American, Servicemember |
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I had a VA Loan from Freedom Mortgage but sold my house in XX/XX/XXXX. The loan funded and my debt was cleared and there was a surplus in escrow that was owed to me. a check was sent from them supposedly to my old address that I never received. I even received a letter from them as such.
I called their customer care 800 # on XX/XX/XXXX and requested they cancel the other check and re-issue the check. The person I spoke with assured me the old check was cancelled and a new one issued. He asked me to wait 5-7 days. One week later I called when it wasn't received and was told the old check was never cancelled and the new check never issued. He told me he would take care of it for me. Another week passed and no check. I called again and asked to speak with a supervisor. i spoke with XXXX XXXX # XXXX who assured me the fastest way for me to get my money was an ACH transfer which he was going to take care of and would be in my account no later than Monday XX/XX/XXXX. to no surprise on Friday XX/XX/XXXX it still was not in my account. I called back and spoke to the agent but asked if I could speak to a supervisor. XXXX badge number XXXX told me ACH was not possible and only a manual check could be issued. he would take care of it and call me back either that day or the following day as soon as he found out something. I still have not received the call from XXXX nor have I received my escrow money. I have done far more than due diligence in trying to get my money back and all I get from Freedom Mortgage is lies, misinformation, and subterfuge. I even requested at one point to speak with XXXX manager and was told managers do not deal directly with customers and he was the highest authority i would be able to speak with. This business practice is deplorable. Freedom Mortgage has been using my money for nearly 4 months and that is excessive. I want my money back.
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| 11/17/2020 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
|
I refinanced my VA mortgage with Freedom Mortgage. I was advised of closing in early XXXX so we halted on paying mortgage. I was advised we would not close until XXXX due to pandemic delays. I went on and made payment XX/XX/XXXX with a late fee, and received email notification of payment. I called Freedom XX/XX/XXXX as I did not see the payment withdrawn from my account. I was informed the payment was unsuccessful which is no fault of my own as I was never notified of this via phone or email. I ended up making a payment in the same phone call that day. I was told we would close in XXXX so I did not make payment for XXXX right away. As days went by I wanted to avoid another late fee so I made a payment XX/XX/2020 and received notification of payment, this time by mail. I was then informed later that same day that I was closing on my mortgage XX/XX/2020 and would not need to make a payment for XXXX which I had already done so. I received a letter in the mail dated XX/XX/2020, stating my XX/XX/XXXX payment did not go through. I did in fact close on XX/XX/2020. I then received a letter by mail dated XX/XX/2020 stating that Freedom did not get payment for XXXX and a late fee has been assessed to my account. After my closing, my credit score went from Excellent ( near 800 ) to Poor ( 620ish ). I contacted Freedom about this and was advised they made notes in their system and that I should contact the creditors. Upon dispute and resolution of this matter, my credit report shows no data available for XX/XX/2020 and also shows I am late 30 days in XX/XX/2020 which is not accurate information by any means, as I closed on XX/XX/XXXX. This is disappointing as I have refinanced twice now with Freedom. I have never missed a payment for anything in my entire credit history and this has severely impacted my ability to move forward with any sizeable financial purchases.
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| 02/07/2018 |
Yes |
- Mortgage
- Other type of mortgage
|
- Trouble during payment process
|
|
Web |
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In XX/XX/2017 I called to have auto draft payment moved from XX/XX/XXXX to XX/XX/XXXX ( I am paid semi-monthly ). I was assured, on a recorded call, that it would not draft on Monday XX/XX/XXXX and that I would have to call in the payment myself if I wanted it to be drafted. The payment hit my account on XX/XX/XXXX ( Sunday ), which means they posted it on that Friday before ( XX/XX/XXXX ). I contacted the company and they told me that I didnt call in enough time to have it canceled. I talked to several different employees and finally someone was able to get me reimbursed for my NSF fee and my payment.
I canceled their auto draft for good, with good reason behind it. I do not trust this company to post LEGAL, ON TIME, payments from my checking account. I am now being charged {$34.00} every month because check from XXXX XXXX does not get to them until after the XXXX of the month. I called on Thursday ( XX/XX/XXXX ) and spoke to several employees that told me that NO ONE in this company is able to help me with this and that I will continue to be charged this insane amount unless the payment is in on XX/XX/XXXX. The last representative that I spoke to claimed she was going to have her manager call me on Monday ( XX/XX/XXXX ) to try to get this situation taken care of as it has been going on since XX/XX/XXXX .... It is now Tuesday, after XXXX in all time zones, and I still have not received a phone call from this company. The only reason I came off their auto draft in the first place was because they obviously do not know how to post payments correctly and I do not trust them. My payments have been sent in on the last day of the month and the XXXX every single month, but I am still being charged this {$34.00} every month. No one can help me get these fees off of my account and I do not feel that I should have to pay this due to this companys carelessness.
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| 01/04/2024 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
- Fees charged
|
|
Web |
|
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I have a XXXX year fix rate conventional loan that Freedom Mortgage took over in XX/XX/XXXX. Historically my mortgage payment may increase a small amount when the taxes and hazard insurance are paid at the end of the year and the new tax bill or Hazard insurance has increases. On XX/XX/XXXX I called Freedom to see why my payment increased and talked with a representative ( ID # XXXX ) that explained to me that I did not have enough money in my impound account so I would need to pay the shortage ( XXXX mon. ) in full in order for my payment not to increase. He proceeded to inform me if I did not pay it I would be sent to collections. I did pay the amount over the phone so that my monthly payment would not go up ( {$140.00} check # XXXX ). I added to the conversation I never asked to go paperless and would like paper statements. I just received my paper statement and now Im noticing Im being charged " Total fees & Charges '' when I called on XXXX and talked with another representative ( ID XXXX ) I was told that was for the escrow shortage and it will only be for a few months and it will drop off. I requested an escrow analysis and new statement to be e-mailed with the reflected " new '' monthly mortgage amount. No e-mail was sent as of today and I am not buying that the " Total fees & Charges '' are a reflecting of my escrow account. I noticed that when I called the automated line it gave me the amount of my next mortgage payment of XXXX due but when I asked the rep. ( XXXX ) on XXXX what my current payment due is she told me XXXX but my statement for XX/XX/XXXX states amt. due is XXXX I received XXXX different amounts due all in one evening! My main goal is to find out what the " Total fees & Charges '' are for and have this removed. I have been charged this fee starting XXXX at {$40.00} and XXXX it increase to XXXX each month thereafter/until present.
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| 01/24/2020 |
Yes |
|
- Struggling to pay mortgage
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Web |
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I was approved for a repayment plan in XX/XX/XXXX. I became unemployed after the repayment plan was approved and was instructed by a supervisor to write a letter stating that I would like to be considered for the unemployment plan instead of the repayment plan. The supervisor never told me that if I wrote that letter for unemployment that the repayment plan would no longer exist for me. I was denied for the unemployment plan due to me not living in my home which the supervisor did not explain to me either. You have to live in the home to qualify for certain programs with this mortgage company. I spoke with a supervisor on XX/XX/XXXX and her name is XXXX - ID # XXXX. She told me that she was going to send a note to the underwriters to add the repayment plan back to my account. I called the mortgage company on XX/XX/XXXX to follow up and make sure that the repayment plan was back on my account. The repayment plan was added back on that afternoon and I spoke to a SPOC representative by the name of XXXX ID # XXXX and she put in a request for that information to be emailed to me. I received a call on XX/XX/XXXX from a representative of Freedom Mortgage and he said the call was to follow up with me to let me know that the email was being sent to me regarding the repayment plan being back on my account. This morning, XX/XX/XXXX, I received a call again from Freedom Mortgage instructing me that there was not a repayment plan in my account and I would need to submit a new packet for modification. I asked to speak to a supervisor which ended up being the same supervisor XXXX that I spoke with last week. She also stated that the payment plan was not active on my account and again, she would send a note to underwriting for verification. This process has been very confusing to me and I need help on how to resolve this issue before my home is placed in foreclosure.
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| 04/13/2020 |
Yes |
|
- Struggling to pay mortgage
|
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Web |
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I was affected in this covid 19 pandemic. I was temporarily lay off as of XX/XX/XXXX. I called freedom mortgage company last XX/XX/XXXX ( if Im not mistaken, ) I contacted the company to inform them that I was affected in this pandemic and I needed help. I was told that they are still waiting for the governments approval regarding mortgage relief and the only way they could help me is to apply for a forbearance loan which is after 90 days of no payment I have to pay the remaining balance of 3 mos which is i cant afford to pay 3 mos worth of a mortgage. So I refused to apply and decided to wait. On XX/XX/XXXX, I called again and ask them if freedom mortgage has a new system of helping costumers affected from covid, unfortunately they dont have any option again except to apply for a forbearance. Freedom mortgage is too slow to help their costumers in this time of hardship. Mortgage Companies in the state of New Jersey were already offering deferred payment or pause payment for 3 mos until pandemic will be over .freedom mortgage Costumer representative claimed they are still waiting for the governments approval to take deferment mortgage payments but as far as i know this is already approve in other mortgage companies. I just dont understand that in this hard times especially in the state of New Jersey we are hardly hit and it should not take so much time to assist costumers not to mention an hour wait on the phone to get the answer. In this hard times as a costumer, Im expecting that freedom mortgage will at least work with their costumers in times like this most especially the people that were affected I at least give us peace of mind that we will not loose our shelter. But unfortunately, until now they dont have a better options to give their costumers some relief in paying the mortgage and it takes them so much time to handle this kind of situation.
|
| 11/07/2022 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
Servicemember |
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I had a XXXX hardship and requested a deferral. After 6 months I was contacted and informed I would have to pay back the deferral amount in 6 months which was a surprise to me as I had skipped 6, so it didnt seem that th defer all for Covid was providing any real financial relief, only moving the stress / financial burden to a later period of time.
Later I called back and another person let me know I could apply to have the payment split over 12 months which seemed more reasonable. As the payment continues to pile up I chose to make a payment online, the online option only allowed me to pay $ XXXX which is more than 2x my normal payment.
I called back a 3rd time after making this payment and was then told the loan payment would be added to he end of my loan. This was a more ideal solution and I wonder stood it to be the likely scenario even though this as the third different scenario tat was explained to me.
Shortly p After I got a letter stating I would indeed have to pay $ XXXX per month. Apparently this letter was drafted after I made the payment so I assume that would be deducted. Or modified at some point.
I called back a 4th time as I was frustrated I was being led in circles and being given inaccurate information. They then said I needed to request a deferral to add the payments to the end of the loan but then said I could go back into forbearance which is not what I want. I want a reasonable way to pay back the money I owe.
The company seems to have a lack of training and understanding in how to process these loan reinstatements. They are defaulting to predatory lending behaviors and given out misinformation as most consumers will likely give up.
After a 4th call I then was to, d I had to apply for a deferral, which had clearly already been discussed or asked about previously but I was told it was not an available option for me.
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| 04/30/2020 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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Last summer I was notified by XXXX county that Freedom mortgage did not pay my 2016 property taxes and they had auctioned off the debt. It took weeks to get this issue resolved and Freedom ended up paying the debt.
This past XXXX I got a letter from Freedom saying that I had missed by XXXX payment. I had made the same payment I have diligently made every month. I had not missed a payment. Freedom stated that they had raised my mortgage by approx {$400.00} dollars/month in order to recuperate the money they spent to cover the unpaid 2016 taxes. They said that there was now an escrow shortage I immediately began calling and emailing. There has been tremendous difficulty getting responses. I made an arrangement to spread the escrow shortage over 4 years. This increase would be approx $ XXXX over 48 months. I received a letter confirming this.
Customer service stated that they had waived the XXXX late fees and agreed to the new payment plan.
For XXXX I made the new payment that was {$100.00} more.
I then received a notice saying again that I had missed another payment.
I paid XXXX and XXXX. The XXXX payment was my original and XXXX was the {$100.00} more. As stated in the letter I got from freedom.
Throughout this process I have made numerous calls and sent several emails trying to find a resolution. I believed this was resolved when I got a letter.
I have been reported to the credit bureaus as having missed 2 consecutive monthly payments and my credit score had need affected. Freedom still shows me as being delinquent. I can not get hold of anyone, I can not get a call back, I cant get a response to an email, I have no way to get any sort of resolution.
I need assistance. I need help getting through to someone at freedom to get this issue resolved. I need to know how to fix this and how to get freedom to fix my credit.
Please help. Thank you
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| 03/21/2017 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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Freedom Mortgage XXXX # XXXX Please explain why my statement dated XX/XX/XXXX for transaction Activity XX/XX/XXXX-XX/XX/XXXX has XXXX transactions which appear in the following transaction descriptions and why are transaction effective dates listed for XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX on this statement?
1. Why are any figures listed in Payment Reversal?
2. Why are any figures showing a minus sign in any area and then showing a plus?
3. Why are any figures listed in Curtailment Rev?
4. Why is $ XXXX listed under Fees paid dated XX/XX/XXXX and effective XX/XX/XXXX amortization schedule which I was not informed of any fees and did not agree to pay any fee when I ask for Freedom Mortgage to correct their mistakes when they falsely incorrectly reported me late to the credit bureaus.
5. Date XX/XX/XXXX, under transaction Effective dates for XX/XX/XXXX, {$1200.00} appears six times, {$1100.00}, - {$100.00}, - {$100.00}, - {$10.00}, - {$1200.00}, - {$9400.00}, {$5000.00} appears once each. Why are these figures listed? Under Interest Paid to Date XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX are listed. Why are past Months appearing for the date of XX/XX/XXXX?
6. Why do any figures appear listed under the column Unapplied Funds? {$1200.00} is listed 5 times, {$2000.00}, {$1200.00} and - {$9400.00} is listed once each which all equal 0.
During this statement period from XX/XX/XXXX through XX/XX/XXXX there were XXXX transactions.
Freedoms auto debit for {$1200.00} paying {$1100.00} P & I and {$100.00} for principal only plus and additional principal only payment for {$5000.00}.
The statement should show Freedom Mortgage 's auto debit for {$1200.00} on XX/XX/XXXX paying {$100.00} to principal only and {$1100.00} to P & I and an additional principal only payment for {$5000.00} on XX/XX/XXXX.
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| 08/16/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Freedom Mortgage took over responsibility for servicing my loan for a property in Hawaii in approximately XXXX of this year. Prior to Freedom, my loan had been serviced for nearly 7 years without any issues by XXXX Mortgage. Before Freedom had even sent me an account number to which to send my payments, they sent me a late notice that I had failed to make a timely payment.
Once I had an account number, I immediately made timely payments. However, Freedom continues to send me late notices claiming that funds are due on exactly the XXXX day of the month. If funds arrive one day later, they told me, they deem the payment to be late. This is not how the loan documents read nor it is it how XXXX ( or any other loan servicer I have worked with for the past 20 years on multiple home mortgages ) interpreted or enforced the timing of payments.
In XXXX, I received notice from Freedom Mortgage that they were going to increase the amount of the escrow account requirement by approximately 30 %. My taxes and insurance have not increased by 30 % so I asked Freedom Mortgage to terminate the escrow account and that I would pay the taxes and insurance directly. Freedom denied my request claiming, among other reasons, that I did not have a record of timely payment and that my loan to value was more than 80 %. Since the matter of timely payment has been conjured entirely by Freedom, I objected to the former reason, and since my loan to value was actually in the 30 % range ( had Freedom performed any basic due diligence they could have found this out on their own ) I objected to the latter reason as well.
I believe the facts illustrate that Freedom is manipulating escrow accounts in order to hoard funds that they can invest or borrow against themselves. They are pressuring and misleading borrowers and, with deliberate action, are misinterpreting loan documentation.
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| 10/19/2021 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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My loan was originally serviced by XXXX XXXX XXXX. After the coronavirus forbearance concluded, I applied for a loan modification with them and submitted a facially complete application and was approved for a loan modification on XXXX XX/XX/2021. Three trial payments were to be made by XXXX XX/XX/2021, XXXX XX/XX/2021, and XXXX XX/XX/2021. I submitted timely payments to XXXX XXXX XXXX on XXXX XX/XX/2021 and XXXX XX/XX/2021. My loan servicing was transferred to Freedom Mortgage on XXXX XX/XX/2021. I then made the final trial payment on XXXX XX/XX/2021 to Freedom Mortgage, completing the requirements of the loan modification agreement. However Freedom Mortgage has refused to honor the loan modification agreement, and on XXXX XX/XX/2021 started a new loss mitigation process and is requiring that I start the process over. This is in direct violation of 1024.41 which states : An application that was facially complete under 1024.41 ( c ) ( 2 ) ( iv ) with respect to the transferor servicer remains facially complete under 1024.41 ( c ) ( 2 ) ( iv ) with respect to the transferee servicer as of the date it was facially complete with respect to the transferor servicer. If an application was complete with respect to the transferor servicer, but is not complete with respect to the transferee servicer, the transferee servicer must treat the application as facially complete under 1024.41 ( c ) ( 2 ) ( iv ) as of the date the application was complete with respect to the transferor servicer.
I called Freedom Mortgage on XXXX XX/XX/2021 XXXX Central Time to discuss this matter, and after 83 minutes, was advised I would need to complete their loss mitigation packet. These deceptive and predatory practices are intended to harm the consumer, and I am sure that I am not the only affected consumer and fear many others will be adversely affected by Freedom Mortgage.
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| 11/25/2020 |
Yes |
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Web |
Servicemember |
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I contacted Freedom Mortgage in late XX/XX/2020 to start the application process to refinance a loan for my home who I currently have through XXXX XXXX. During the processing cycle of this loan I was working with XXXX XXXX. XXXX XXXX asked my current mortgage lender for a payoff statement. This statement was good until XX/XX/2020. XXXX XXXX added a {$25.00} fee to my next mortgage payment for that payoff statement. Ms XXXX said that we would close before that date. Ms XXXX caused numerous delays due to mistakes and miscommunications causing us NOT to close by XXXX XXXX. A second request was made by Freedom Mortgage which would now be good through XX/XX/2020. However, due to numerous errors on their part, on XX/XX/2020 I withdrew my application and ceased to do business with Freedom Mortgage due to their ineptness and lack of communication between departments.
On Monday, XXXX XXXX, 2020 I sent into my XXXX XXXX account and noticed that there was now a {$75.00} fee added to my next mortgage payment. I contacted XXXX XXXX and they stated that the {$75.00} fee was for THREE ( 3 ) payoff statements, two which were requested on XXXX XXXX but going to different fax numbers. Once I learned this I knew that it had to be Freedom Mortgage that did this since I was not dealing with any other refinance mortgages with any other company on that date. I do NOT feel as though I should be responsible for the 2nd and 3rd requests from Freedom Mortgage since it was all due to their inability to " get their ducks in a row '' and get me closed in a preset time frame. I sent an email to Mr. XXXX XXXX at Freedom Mortgage and asked his company to reimburse me the {$50.00} that his company has cost me in additional fees. I also called his office phone number and asked him to contact me. As of this evening ( XX/XX/2020 ), I have not received any responses from Mr. XXXX.
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| 01/24/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Hello CFPB, XXXX XX/XX/XXXX I enrolled in Freedom Mortgage 's auto payment option on their website. After enrolling I did not think much about it as I put all my bills on automatic payments. It was on XX/XX/XXXX that I was notified that the XXXX payment was not received. I went through my bank records and they never took out the mortgage payment. I paid it manually as well as the month of XXXX and even paid an additional month. I called Freedom Mortgage to also inform them that the payment was made and to ask why the account was not enrolled in autopayments as I had done on their website. The representative was not much help but apologized and confirmed that the account was now set on auto payments.
The following month in XXXX is when I found out that Freedom Mortgage had actually reported that I missed the payment for XXXX and my credit had taken a massive hit. I called Freedom Mortgage to inquire about why they reported this and how we could get it taken off. They have been nothing short of unprofessional and incompetent. They are saying that its not their mistake and that they will not remove the late payment. They are asking for " proof '' that I paid them and I have explained that there is nothing to provide since they never processed my auto payment enrollment.
I have gone back and forth with them several times and keep getting the same response that this is not their fault and they will only correct an error on their part. Communication occurred on this with them on XXXX, and XX/XX/24. I have never experienced this level of subpar customer service and unprofessionalism from an organization. This will damage my credit for years and they will not do they slightest thing to take responsibility for their system or their actions. I have nowhere else to turn to at this point but to ask that you look into this get some sort of resolution.
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| 11/28/2018 |
Yes |
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- Trouble during payment process
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Web |
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Freedom Mortgage has a very, very dated website that is extremely troublesome and won't process payments half the time. I have reached out to their customer service to see if there were options to pay my bill besides having to call the customer service number and speak with a representative. In XXXX when I attempted to pay my bill, I had issues and sent several emails with no follow up. Please note, there were additional problems making the XXXX payment. I was unable to pay on the site, through the automated system, and got disconnected from waiting on a customer service representative. I called on XX/XX/XXXX alerting the representative of the troubles I encountered the previous night. She stated there were a few issues due to heavy processing at the end of the night on XX/XX/XXXX. She stated that a supervisor would call me to assist. I never heard from anyone until I called after I was reported 30 days late on my credit. Please note, the company acknowledged that they received my email about issues with payments but the ball was dropped. I did alert the representative that a call was made to make my payment on XX/XX/XXXX but it did not go thru. They have marked my credit ( which has dropped scores tremendously XXXX, and they will not budge and offer a goodwill adjustment. I provided the company with a copy of my call log showing I was on the line with Freedom Mortgage for 14 minutes before being disconnected. I have sent multiple emails with the evidence I just described, showing that this was a fluke mistake. I emailed all of the executives, including the CEO. There are dozens of consumer complaints on The XXXX ( and XXXX, and virtually every other outlet ) outlining problems with ability to make payments. It is very alarming that when I reached out for help the month before with customer care and leadership, no one offered assistance.
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| 04/12/2022 |
Yes |
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- Trouble during payment process
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Web |
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My mortgage was sold to freedom mortgage company to XXXX XXXX. I wasnt notified and freedom mortgage didnt pay my home owners insurance.
My payment was raised without cause. I explained I am on a fixed income and couldnt afford their mistake. I requested an escrow analysis and it showed that freedom mortgage owed me money. I was told I didnt have to pay for 90 days after the transfer from XXXX to freedom. At the conclusion of a two month long analysis process I was given the total amount due to them and told that they would release the overpayments I gave them as soon as I payed the amount due. I payed them instantly and was told my check would be released the following business day.
The check never arrived and I began receiving harassing collection notice phone calls, letters, and people showing up at my door. I called and was told I still owed money, that they had made another mistake and didnt give me the correct bill due. They held my overpayment of more than {$500.00} until I paid them {$90.00}. I explained that Im on a fixed income and I cant afford to keep covering their errors. They threatened to turn me over to collections and report me to the burrows if I didnt pay them again without having received my overpayment to cover the difference. They suggested I borrow money from people rather than them send the money they owed. I took a loan and paid the difference.
I was told the check would come but after two weeks it still hadnt. My next payment was now due and I still havent been reimbursed. When I called to ask when my payment would arrive I was told the check was never ordered and that my next payment was now due.
This is putting my credit rating, financial security, ability to pay my bills, and eat at risk as they continue to make errors and avoid responsibility while threatening me with the consequences of their actions.
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| 08/21/2020 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Older American, Servicemember |
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I am appalled with Freedom Mortgage and the lack of communication along with disclosure for a recent loan refinancing at my property at XXXX XXXX XXXX XXXX. I spoke to XXXX XXXX ( Salesperson and Agent ) at Freedom Mortgage with an interest of a refi on a VA loan wherein I was to keep my place in the term of the loan, but reduce my interest rate from 3.25 % to 2.37 % which I agreed to. I signed a closing disclosure during the course of the contract presentation showing that my costs were to be {$3900.00}. I accepted that bi-lateral contract and electronically signed the document for closing. I was contacted later to set up a closing date which I accepted to be XX/XX/2020.
The notary brought the necessary documents to my home on XX/XX/2020 for signatures and authentication. When he got to the Closing Disclosure, I noted that there was a stark contrast in the closing costs. My original agreed upon closing cost was {$3900.00}, but the document presented was {$6800.00}.
I want to be made whole for the time that I took to go through this engagement which my wife took off from work. I also want to go on record that Freedom Mortgage unilaterally changed my closing cost without any disclosure to me or any amended offer. I feel like the tactic is a 'Bait and Switch ' wherein I was induced into accepting one thing and delivered another. The final cost was a difference of {$2900.00} I want to put this out there for all to see because I have been a long standing customer in good faith who pays my bills on time, and I am a veteran who accepted to defend our constitution.
I want Freedom Mortgage to extend to me some complimentary offer monetary or something of extreme value to make this right.
I may be left no choice but to give this over to a Real Estate Attorney or the Attorney General 's Office to let them know about this type of practice.
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| 04/02/2020 |
Yes |
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- Trouble during payment process
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Web |
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My husband and I called our mortgage company Freedom Mortgage to inquire about getting some relief such as a deferment on our mortgage for at least 3 months. The deferment will be put on the back end of the loan. After several attempts, I finally spoke to one of the customer service reps and he stated that the deferment was available to us and that he would send some forms to be filled out in 3-5 business days. They never came so we called back this time asking for the forms so that we can fill them out ( not knowing the forms included 29 pages ). She told us to go online to fill them out and we will be processed as the deferment. I called back because we couldn't find the forms named Loss Mitigation and then that person ( 3rd Person ) told us that they are not giving the option of DEFERMENT. He then transfers me to the department that handles this situation during this Pandemic and she states that Freedom Mortgage isn't giving people the Deferment option, only Forbearance option. I stated my concerns and told her that I was upset that I was given false information several times from the customer service reps and that this mortgage company wasn't doing anything to help its customers. Unapologetic about the entire situation, she states that she will pass the information on and that the call was recorded so they will be able to listen and address the concerns I had. Long story comes to an end with no resolution and we have to pay or we will be charged and reported to credit bureaus. Also, the CEO has the nerve to be on the home page addressing the issue like he is really concerned. I think not. I would like this company to properly train their staff and also have a plan in order for this type of situation.
Freedom Mortgage is absolutley not at the top of my choices and I am looking forward to finding another mortgage company soon.
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| 08/03/2020 |
Yes |
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- Trouble during payment process
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Web |
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So me and my father have a loan on our house with Freedom Mortgage. my father filed bankruptcy in XXXX and it was put in bankruptcy to retain the property. so I filed bankruptcy in XXXX and retained the property. ever since then freedom mortgage was not applying our payments to our house loan They were saying that we were behind on payments since XX/XX/XXXX I had called them numerous times to figure what was going on with our account since it was stated from them we were delinquent on our mortgage and that we were sending partial payments. we were not we were sending the payments that we were supposed to pay according to our statements. they have always added late fees and broke up our payments when I have checked our account on website. every time it was stated different amounts that we owe. which I had spoke to a supervisor after trying to talk with a customer representative that each one never knew what was going on with my account everybody had a different story. the supervisor had told me to send all proof that payments were made and she would look into it, there response was we are investigating it and that was last year.we have never been able to clear this problem up and it is still continuing to state we are delinquent and we are not. I am so stressed out from them not fixing there problem with my account and throwing the blame my way they say they have been trying to contact me and they have not they are lying they have all phone numbers and my email. so as of yesterday I receive a letter from them that this account is still behind and it was stuck in my door with not return address and hand written. they have not tried to fix this problem in any shape or form. I need some assistance with them I think they are trying to get more money and trying to foreclose when I don't think I'm in the wrong there not treating me fair.
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| 10/18/2021 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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I am a XXXX XXXX XXXX veteran with a home Mortgage through freedom Mortgage. Because of my XXXX status, I have an approved 100 % property tax exemption from the state of Illinois. On XX/XX/XXXX, I called freedom mortgage to request that my escrow reanalysis occur in order to take this exemption into account. I sent the approved exemption and the new tax bill of {$0.00} to the tax department as requested. An escrow reanalysis occurred, and I received a letter stating that my monthly payment was lowered but that I still would pay a substantial amount into escrow every month for taxes. I then spent the next 3 months waiting on hold and speaking with the tax department and escrow department. EVERY person I spoke to realized the error, said they would fix it, and send it back to the escrow re-evaluation to have the escrow fixed. I would then receive a letter in the mail saying their was no change. I have spoken to the tax department, I have had my case elevated and I have had assurances that the error has been fixed. Then when the escrow research or reanalysis is conducted, nothing changes. Literally every person who I have talked to on the phone has said I am correct, but yet the problem persists.
I then made the mistake of choosing to conduct a IRRL refinance with Freedom Mortgage in hopes that the issue could be resolved that way. I spent about 5 weeks speaking with my mortgage officer and the underwriters to get the correct closing documents showing that I paid XXXX taxes. Finally, on XX/XX/2021, I was sent closing documents showing that my escrow would not include taxes. The closing scheduler on the phone assured me that everything was taken care of. When the closer arrived today, property taxes were put back into my closing disclosure. If this is not resolved today, I will be cancelling my refinance with freedom mortgage.
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| 01/10/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I have been a customer of Freedom Mortgage for almost 10 years now. Always paying my mortgage on time and independently escrowing for my property taxes. Then the errors by Freedom Mortgage began : In late 2018, Freedom Mortgage erroneously paid my 2018 property taxes claiming that they were delinquent.
Property taxes arent due until XXXX of the following year ( see attached ) I contacted Freedom Mortgage in late 2018 to discuss this and was transferred to the Tax Department.
The Tax Department claimed in late 2018 that my taxes were indeed delinquent and paid my 2018 property taxes for that reason.
Explaining this over and over and over again, including with a supervisor, I was unable to get anywhere with this even after faxing over my tax bill attached.
Then with that payment, Freedom Mortgage began to ESCROW for future taxes on my account.
This was an erroneous next step seeing that my 2018 or any prior years taxes have never been delinquent.
I have continued to pay my monthly mortgage payments of {$1500.00} and have been independently escrowing my property taxes.
I contacted Freedom Mortgage several times, sent in an email with proof to the customer care email as prescribed by the customer service person over the phone ( never getting a response to ) In this email, I asked to remit payment for the 2018 taxes and get ESCROW removed from my account No response from Freedom Mortgage After getting a dedicated teller, I still have never talked to the actual teller assigned to my account.
All of this time, Freedom Mortgage has never gotten someone to see the error they made and have continued to charge me erroneous fees and have continued to erroneously ESCROW my property taxes ( accruing fees on that ). They say I owe them over {$16000.00} when I have NEVER missed a Principal and Intersest payment in 10 years.
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| 09/26/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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Web |
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I awoke on XX/XX/2022 to find my checking account that I use to auto pay Freedom mortgage payment was overdrawn by over {$2700.00} dollars. I called Freedom immediately to request that they replace money withdrawn as this was double my normal payment. The agent on the call told me that they would need to verify with XXXX that payment was made. The agent called XXXX with myself on the phone 3 way call. The agent stated that the transfer was made from XXXX to Freedom mortgage in the amount of {$5.00} dollars. On or around XX/XX/XXXX I got a knock at my door from someone delivering certified mail. This certified mail was notice of foreclosure proceedings. Turns out that XXXX had not made the payment to XXXX given the vast overdraw. Freedom then reversed ( unknown to me at the time ) my on-time XXXX, XXXX, XXXX payments and effectively marked my account in a 90 day default in XXXX despite these payments being made the XXXX of the month every month in 2022. All funds were paid on XX/XX/XXXX including the payments reversed as well as the shortage amount that Freedom had misappropriated. In a letter to my attorney in response to first NOE that was sent they acknowledge sending {$11000.00} from previous mortgage company elsewhere other than my account. They also state that payments were received on time and that the default was a result of the reversal that happened in XXXX. Again, all fund were then paid in XXXX, if anything I would have been 18 days late not 90 days in default. My attorney has sent 2 NOE, I have sent correspondence to Freedom as well as called them several times. Even though all payments were made on time they are refusing to correct credit report. This has been detrimental to my credit as well as my ability to feed my children. I have been 100 % on time payments across all accounts until this error by Freedom.
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| 09/14/2018 |
Yes |
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- Trouble during payment process
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Web |
Older American, Servicemember |
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My hazard insurance for this property expires XXXX XX/XX/2018 and of course, my premium has increased so I am in the market for another company to service this requirement. Sometime in XXXX I called Freedom Mortgage, the mortgager, and gave them this information : do not pay the current insurance bill since I am actively pursuing quotes from other companies. I do have a quote I intend to accept but I am awaiting results of a wind mitigation inspection I decided to purchase in hopes of reducing my premiums even more. I went online to my mortgage account today to let Freedom Mortgage know that a new policy was forthcoming. However, it seems this mortgage company has disregarded my request to withhold payment to current insurance company and paid them the increased insurance premium. Now I will have to pay the new insurance out of pocket which is what I wanted to avoid. I know I should get the paid amount refunded but that could take weeks and I am on a strict budget. Freedom Mortgage has been an absolutely horrible company since day 1 when my original mortgage was sold to this organization. WHY don't consumers have the right to select their own mortgage company? Because Freedom Mortgage would surely go out of business as I know many other veteran homeowners who are as frustrated with them as I am. While writing this I am on hold with Freedom Mortgage waiting for customer support. The recorded message claims they are handling calls from hurricane affected people but the hurricane is still active. I can see an insurance company being overloaded with calls but a mortgage company? This early in a hurricane? Come on! You are supposed to be a consumer protection agency yet NOTHING is done about Freedom Mortgage from what I can tell. They should in the very least be barred from providing, administering and servicing VA Home Loans!
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| 08/02/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
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I have made extra payment this year to reduce my balance to < 78 % of the original purchase price of my home so that I could automatically eliminate PMI insurance on my Mortgage.
The original purchase price / appraised value of my home was {$210000.00}. On my statement dated XX/XX/XXXX my outstanding principle was {$160000.00}. The equity in my home is 77.489 % which should have triggered an cancellation of PMI insurance.
On my statement dated XX/XX/XXXX my outstanding principle was {$160000.00}. The equity on my home 77.26 %. I was still charged PMI of {$91.00} on XX/XX/XXXX.
On XX/XX/XXXX, I called Freedom mortgage and the agent on the phone confirmed my balance was below 78 % and was not sure why my PMI was not cancelled. He state the department that handles that does not take customer calls and I would need to submit an email.
I emailed XXXX on XX/XX/XXXX Attn Correspondence department.
I am requesting that PMI be removed from My account. I have paid down the balance so it should no longer be required.
Loan XXXX signed with my name address and phone number.
I received and letter dated XX/XX/XXXX. In this letter they are basically only listing options that would require and Appraisal be done on the properly. One of the statement even state the new appraisal must demonstrates a loan-current value of 75 % for loans aged between two to five years.
They are total ignoring the fact that the Homeowner Protection of of XXXX required and Automatic Termination of PMI when the principle balance of the mortgage reached 78 % of the original value of the property.
It is my under standing from reading CFPB Bulletin XXXX that a new appraisal is not required and PMI should have been cancelled on my account.
I believe they owe me a credit for {$91.00} per month since XX/XX/XXXX and I should no longer be charged PMI.
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| 07/26/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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|
Web |
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We are issuing this complaint about Freedom Mortgage, loan XXXX. After job loss of seven months, we had to move out of state to find employment. Upon the move, we could not pay for two residences so began loan mitigation process with Freedom. It was five months before we could list the house for sale because of Freedom 's delay on the mitigation process. It has been two months since an offer was made on the house, but we can't close due to delay on part of Freedom Mortgage.
We have obtained and provided each document requested by Freedom ; some, multiple times. As of today, documents are still under review by Freedom and the HUD appraisal has expired. We were told over 10 days ago that Freedom sent a variance to HUD for extension of the appraisal - this needs to be approved before the house sale can be approved. The appraisal would not have expired had Freedom given this timely service.
The buyers ' closing date was three weeks ago and they are ready to walk away because Freedom has no date in sight for approval of the sale. We are hearing from the real estate agents that the buyers plan to pull out of the sale because of the delay. Our realtor will not list the house again, considering it " unsellable '' due to working with Freedom Mortgage.
We have record of 20+ calls and emails to Freedom Mortgage, with agent name/number and supervisor name/extension. I can provide this information to you. We receive incomplete and incorrect information, and no follow-through from assigned agents or supervisor.
We understand the negative marks on our credit are due to not paying on the loan ; however, we believe the past few months ' negativity should not have occurred. We have done everything required/requested in a timely manner but are being penalized by Freedom 's lack of attention.
Thank you for your review of our situation.
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| 02/07/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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The banks sends out automatic notices every year to the customers to provide insurance regardless of history, loan to value etc. The bank doesn't try to get insurance policies directly from the previous year broker on file. The bank make it purposefully difficult to provide existing insurance policies and customers have to fax/upload insurance policies multiple times and confirm receipt via phone.The bank automatically creates escrow accounts knowing the majority of customers doesn't respond or provide incomplete information to their policy. The bank then charge customers for insurance policies above market rate to earn higher commissions from the insurance to take advantage of consumers. Most of the insurance policies they take out are double coverage and rates because consumers already have insurance on the property.
In XX/XX/XXXX I realized that the bank added insurance to the escrow account for years without notifying me. All communications was wrongly sent by the bank to my tenant at the rental property which wasn't the billing address on file. The bank already had my previous policy on file knowing that the HOA cover all insurance for the policy.
In XX/XX/XXXX I asked the bank to forward me the correspondence with XXXX XXXX to request my policy. The bank faxed me a document with hundreds of pages of sensitive information of every mortgage holder that also has a insurance policy with XXXX XXXX.
See the attached proof of insurance for the exterior and interior of the home which I provided multiple times. The bank doesn't except the policies and keeps on charging me for insurance.
I have multiple mortgages with multiple banks. In my experienceFreedom Mortgage is taking advantage of lower income consumers that doesn't have the expertise and resources to resolve the administrative burden that the bank creates.
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| 06/27/2016 |
Yes |
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- Credit decision / Underwriting
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Web |
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I am trying to refinance my home. On XXXX XXXX I was told I should n't have a problem my son 's name is on the loan due to the fact when I brought the house my credit was n't good, and my daughter co signed. 5 years ago my daughter 's name was take off. Freedom Mortgage is giving me a hard time because they said my daughter 's name is still on the loan even though my current mortgage company told them no. I have been making the mortgage payment and have never missed or been late on a payment I have sent them my bank statements because the mortgage payments was coming from my bank account bi-weekly, however Freedom Mortgage wont ' accept that. My credit score is over XXXX, but that is n't good enough for them either, they said I need more income. So I told they I get XXXX for taking care of my brother, and I have power of attorney now they are telling me I need guardianship. I have had XXXX different processors so far. XXXX XXXX told me as long as I have my credit score is over XXXX I can be put on the loan. My name is on the deed, but FM wont ' accept that, they wo n't accept my bank statements because it looks like if came off line. I work part time for XXXX and they wont ' accept that either unless I go see an accounting. They want me to pay an accountant and lawyer money. XXXX and XXXX XXXX refuse to give me the underwriters name because they are blaming it on him saying the he 's the one not accepting anything. I have had my same job for almost 15 years and pay my bills now even though in the past I have problems due to divorce. My son has been in the same position for almost 10 years now, and his credit score his close to XXXX. Yet Freedom Mortgage won ; t approve us and wants us to put out money. XXXX XXXX my current mortgage company has tried to step in and help but Freedom Mortgage wont ' even listen to them.
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| 01/29/2022 |
Yes |
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Web |
Older American, Servicemember |
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My property ( which has now been sold ) was transferred from XXXX XX/XX/XXXX XXXX Freedom Mortgage on XX/XX/XXXX. At the time of transfer there was a negative balance of {$39.00} in my escrow. I made my regular monthly mortgage payment for XXXX to Freedom Mortgage. Toward the end of XXXX I was offered a lower interest rate to refinance my loan which I accepted and the refinancing took place on XX/XX/XXXX.
In XXXX after continuing to contact XXXX concerning the refund for property taxes I had paid instead of them, I was informed that on XX/XX/XXXX they had sent by wire a refund of {$540.00} for the property address located at XXXX XXXX Ct, XXXX, Alabama Parcel Number XXXX ). I then contacted Freedom Mortgage and was transferred to their third party billing for Freedom Mortgage who after 50 or more days acknowledged receipt and said that the refund had been turned over to Freedom Mortgage. I have been put off concerning this refund with the message to call every 45 to 50 days.
I sold the property on XX/XX/XXXX and XXXX and XXXX paid the property taxes for the closing that was set for XX/XX/XXXX. Afterward I received notice from Freedom Mortgage that they had paid the property taxes when they disbursed the balance in my escrow account. I contacted them and was told to give them 50 days to research and verify they had receive the refund from XXXX XXXX XXXX. I gave them another 50 days and still have not received the tax refund for the prior tax year nor for this tax year that XXXX and XXXX has paid. I am seeking to get my refunds for the tax years owed to me. I was informed by the tax department that a refund has been sent back to them from XXXX XXXX commissioner for the property taxes. But no refund has been processed for me.
I previously filed a complaint with the Better Business Bureau but nothing came of it.
.
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| 07/12/2023 |
Yes |
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- Trouble during payment process
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Web |
Older American, Servicemember |
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I Bought my home in XXXX and set up auto payments with my Bank XXXX for Freedom Mortgage. Beginning XXXX of this year I contacted Freedom Mortgage and informed them that I was changing banks to XXXX XXXX XXXX going through the process of setting up the new service first by calling Freedom Mortgage and giving all information to the agent I received a call from a senior member of the company informing me that they could not accept the information over the phone and was given a web site where to fill out the information. This I followed up on immediately only to receive a notice in the mail that I must fill out the same form and send it in. During this time period XXXX sent a payment and Freedom mortgage also took a payment in the same amount of my mortgage double payment. It took XXXX days for Freedom Mortgage to return my money. I went through the process of filling out the form and sending it to Freedom mortgage and again they attempted to take the funds from XXXX. Once again I contacted Freedom Mortage and was informed that I failed to change XXXX small thing on the form which actually was changed and written in on the second line. Requesting to speak with a supervisor. which I did and she had me go to the Website where she walked me through the process informing me that I was all set, and that the problem was solved. Again, this month they attempted to take the money from XXXX account now closed. Causing a minus on my account, late payment to Freedom all of which is going to affect my excellent credit score of XXXX That I have worked so hard to accomplish.
Yesterday XX/XX/XXXX I contacted the office Freedom Mortgage requesting to speak to a supervisor again only to be told not available and some clerk who informed me he was working from home informed me he was sending in a request for me to receive call back.
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| 09/16/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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XXXX XX/XX/XXXX I requested a forbearance from my mortgage company XXXX Mortgage. In XX/XX/XXXX I called them to let the know that I was in a position to start resuming my payments, and needed to speak with someone about an exiting plan. They informed me I needed to pay {$1400.00} for a 3 month period as a trial basis with a lowered interest rate, and said nothing to me about anything else. A couple months passed and I received a letter in the mail saying my mortgage had been sold to another company Freedom Mortgage. In XX/XX/XXXX I called Freedom Mortgage, who then informed me they were sending me a loan modification package in the mail. Once I received it nothing in there was anything anyone had ever discussed with me. I called Freedom to discuss this issue with them, and to go over what was discussed originally about any overdue amount being deferred. Freedom Mortgage denied and completely refused to assist me in any way to go that route with my package when that was the original plan of executing it to begin with. As I looked through their package it even has the XXXX plan on there and the payment plans are completely different that what Freedom came up with. I questioned Freedom about why they accepted an incentive payment from one of the big mortgage brokers if it was in my best interest instead of theirs and their actual services relationships interest. They said the incentives that were showing on my statement for {$500.00} they were crediting to my acct. but I didnt see and subtractions off my balances anywhere. Along with those 3 payments made to XXXX as well. After countless inquiries with no answers and earlier off the wall responses that seemed more like blatant lies, Ive lost trust and any faith in this financial institution to do the moral thing when going about normal everyday business practices.
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| 06/01/2018 |
Yes |
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- Struggling to pay mortgage
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Web |
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I lost my job XX/XX/XXXX but paid my mortgage until XX/XX/XXXX when severance and savings ran out. I called to ask for options and was told a Loss Mitigation package was required. Thus far, I've submitted at least 4 completed packages to Freedom Mortgage. I've called them every week since XX/XX/XXXX to follow up with these packages. Each time I'm told that I didn't do what they wanted. Each time I'm told that my emails weren't received. Each time I'm told that something is wrong, or I was told wrong information.
About XX/XX/XXXX, I asked to speak to a supervisor because a woman who thought I wasn't connected ( internal transfer ) was trash talking me as I was listening. XXXX attempted to help me because the packet submitted in XX/XX/XXXX was declined, because THEY SENT THE WRONG XXXX version to me to complete. Each time it has been a failure of their employees to do the work. Each time has been because email doesn't work. Faxes are converted to email. Emails are then scanned into their system.
Following dates are items that I have sent to keep up with their terms that everything must be 60 days current ( dated and signed ). XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX.
I lost my job, but I'm now employed. I have more than two months of house payments saved. I'm not able to pay them anything because they sent my house to Foreclosure department and I'm only hanging on by a thread. I've complained, pleaded and begged for someone there to get this done. I want my house. I don't want this to go on anymore because they can not run a company correctly. Every month is a struggle with stress, emotions and constantly calling them. NO ONE CALLS ME TO EXPLAIN. It is only when XXXX was in contact with me that I got moment.
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| 12/12/2022 |
Yes |
|
- Struggling to pay mortgage
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Web |
Servicemember |
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I have filed a complaint in regard to Freedom Mortgage in the past. I am a XXXX XXXX XXXX XXXX. I was not originally on the title to our home when my husband and I purchased it. My husband XXXX XXXX suddenly and was the sole provider for our young family, my son was XXXX and my daughter was XXXX. I did not work so I could stay home and raise our kids, my son is XXXX so he has XXXX XXXX. We were devastated when he XXXX XXXX XXXX XXXX XXXX and I did not know what to do.I was young and lost without my husband, I couldnt stay in our home for months because it was too difficult mentally for me. My husband had wrote a letter stating that all assets shall go to me if anything were to happen to him due to his struggles with mental and physical issues from XXXX XXXX XXXXXXXX but that wasnt enough to help me. I met a lady and she has been helping me and teaching me my rights as a homeowner and in the situation I am facing. I have been trying to work with Freedom Mortgage I did not have a job and did not receive XXXX XXXX until this past XX/XX/2022. We now finally have gone through probate and I have a job as of XXXX XXXX I have been acting in good faith to try to save our family home but the XXXX manager has not helped me at all and Freedom Mortgage says they can not do anything although we went through probate and I am now the Successor in Interest. I have sent them all the documents they have asked for. Tax info They wont allow me to make any payment. This has been going on for almost a year now and I am asking for the auction to be postponed so I can assume the loan but it is taking so long with the probate ect. I just want to have more time to allow the process of me taking over the loan to go through. Freedom Mortgage will not allow this to happen and I have done so much to save my home the right way. I need help.
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| 10/30/2021 |
Yes |
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- Trouble during payment process
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Web |
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I purchased a foreclosed property to renovate with a XXXX loan in XXXX of XXXX for $ XXXX in XXXX, Maine with Freedom Mortgage. I was given a HUD appointed consultant ( XXXX XXXX XXXX XXXX ) to release payments for quality work. My first contractor ( XXXX XXXX ) was inadequate after botching foundation repairs and was ultimately fired but was given money for things he didnt complete ( $ XXXX ). After waiting out a lien sign off refusal, the second contractors ( XXXX XXXX ) started in XX/XX/XXXX. We had a plan to complete a downgraded version of the home but they did not consult town code enforcement before performing work which they were paid for ( $ XXXX ). The problem was first floor beams and foundation but they used most of the renovation budget on other things which left me with a half demolished home. I would have to ask for an additional $ XXXX to complete the home because of pandemic price hikes pushing the price of the home pass its value and my budget. I hired a lawyer to assist but told my case against all 4 entities would be slim and may be more costly than the reward. In XX/XX/XXXX, I hired Real Estate agent and Short Sale Cooperative to short sell the property so I can purchase another home for my family. After 5 months Freedom Mortgage says the house was unlivable and rejected selling to potential buyers. Its confusing when it was unlivable before any renovation which puts me in a Deed in Lue or Foreclosure situation. Since I am a building novice, I just paid mortgage on time and assisted the contractors making sure they got reviewed for payment when requested. I thought the XXXX loan was to protect me from this exact issue but everyone else got paid and I am left without a house, potential debt and credit hit. I could use any assistance to help protect consumers from further professional abuse.
|
| 08/14/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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|
Web |
Servicemember |
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Freedom Mortgage is the company I am filing the complaint about. I was going to Refi with them at a lower rate but added nearly {$2000.00} worth of fees which was not agreed upon. I paid my payment for XXXX because I wasnt Refiing. I paid XXXX payment on the XXXX but got a statement for the new loan which confused me but paid it to make sure there werent any problems. I get a check from them so I thought they were giving back the extra in my account from taxes or the extra payment. I paid XXXX but then got a notice I was late. I knew i wasnt late but payed another anyway knowing I would get it back. The joke was on me. Freedom charged late fees. I called so many times, I could never get past the customer service representative to talk to someone who could fix things. I was put on hold, hung up on and never received calls back from a supervisor! I wasted hours upon hours. Then in XXXX I refinanced with XXXX XXXX because of their poor customer service and my frustration. Then Freedom made a remark in my credit report that I was greater than 30 days late in XXXX. I reached out to XXXX and That only resulted in them changing it to XXXX that I was more than 30 days late. I proved to XXXX XXXX that there was a mistake and got a Refi loan through them. I ended up selling my home in XXXX and now I couldnt get another VA loan on a new modular home with land because of this. I once again called probably 100 times, spent hours trying to speak to a supervisor. I still can not get another VA loan until XXXX because the put in the comments that I was greater than 30 days late. I am having to rent now until then. Its expensive and I am certain their practices were illegal. If not illegal at least unfair and no one, particularly a XXXX veteran should ever have done to them. Please investigate this and help me get this fixed.
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| 02/20/2023 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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In XXXX of XXXX, a forbearance due to my spouse losing his job during COVID was requested with the mortgage company Freedom Mortgage. The forbearance was extended once and upon its end, Free was supposed to submit the loan for the VA repay optioin which would have place the loan rears amount on the end of the loan. Freedom never submitted for this program and did not inform me that it was never submitted. Instead Freedom proceeded to offer a loan modification of {$1000.00}, when I called to ask why is when I found out the VA was not submitted, the reason freedom listed was because I couldn't resume payment which was later verified by another representative that, that wasn't what I said and to appeal, and I couldn't resume my regular loan payment or the interest rate, hence pay then new payment or pay of the {$50000.00}. I reapplied and was then sent an new loan modification for {$1700.00} more than my regular mortgage payment of {$3100.00}. I appealed via US Mail on XX/XX/XXXX and still have not received a response from Freedom about it at all. Now I have submitted loan all required modification paper work at least 4 times and Freedom has either has technical difficulties ( according to customer reps ) an never seem to be able to retrieve the documents. The only thing Freedom has proceeded with is foreclosure actions on my home, appraisers and brokers are frequently calling me and that is how I found out the foreclosure to sell auction date of XX/XX/XXXX. I want to know what rights I have since the company has no intention of helping me. I last spoke with a representative today XX/XX/XXXX who once again gave me the same line, they have the documents ..its in with underwriting and call back in 5 days. This has now been on going for over 6 months and I am trying all I can to resume payments and not lose my home.
|
| 09/11/2018 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Improper use of your report
- Credit inquiries on your report that you don't recognize
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|
Web |
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My wife and I have a relationship with credit monitoring companies : 1- XXXX XXXX 2-XXXX XXXX Several times over the last few months, I received notifications from both companies, alerting that Freedom Mortgage has made " hard inquiries '' into our credit file, without our consent.
The company numerous with attempts to question why, and I had not completed a application the times the inquiries were made ( XXXX, XXXX, XXXX, XXXX-twice ) In XXXX we connected with a person who identified his self as XXXX, a manager in Client Services, who spoke with me on a recorded line.
XXXX confirmed the problem was real, and it had been happening to others.
XXXX state XXXX sold them our social security number, but they should not of made the hard inquiry without my authorization or an completed application on file.
XXXX, said the problem would be escalated, and the inquiries removed immediately, but I would hear back in 24 hours from the sales Manager, this never happened.
although XXXX provided his phone number, although he never ever took any further calls, or return voice messages left. Attempts to reach him were un-successful. On way call made to the company, XXXX spoke to me through a CS representative, whom he advised and it was repeated over/over, he could not take my call, that he was in a meeting. Yet he spent over 20 minutes repeating this to the CS that tried effortless to get him to take the call.
After checking back with the credit bureaus suddenly the inquiries disappeared from XXXX, to only reappear on XX/XX/XXXX.
After many attempts I was able to reach someone that identified his self as a sales Manager named XXXX XXXX, who said he too would look into, and get back with me.
He also provided an email address, and ask for proof which was sent to his email.
I have not heard back from Mr. XXXX either.
|
| 12/03/2017 |
Yes |
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- Trouble during payment process
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|
Web |
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Dear CFPB, This medium is to seek CFPB intervention in a situation that we found ourselves with Freedom Mortgage.
We bought our house in XXXX XXXX that was financed by XXXX XXXX but was later transferred to Freedom Mortgage. In XX/XX/XXXX I started get several calls from an XXXX number unknown to me at the time that it was Freedom Mortgage calling day and night, which I returned the call but while talking to the agent that picked my call, she mentioned that my monthly payment has gone up by XXXX dollars. I informed the agent that I did not get any correspondence about the change, the agent admitted that they did not send any letter or email. After speaking to the agent I begin to pay the extra XXXX dollars. A month later I received a bill that we owe two months ... .I always send my bill 10 to 12 days before the due date.
Two months after the XXXX dollars increase they send another letter that my mortgage will go up again by another XXXX dollars starting from XX/XX/XXXX payment. Speaking to several people at this company have produced a lot of run arounds and misleading information. I was told that the XX/XX/XXXX increase was from my State NC requirement which I called NC State and that was not a truth which Freedom Mortgage customer relations XXXX XXXX also attest to it not being the truth.
I have spoken to Freedom Mortgage customer relations personnel that told me that all the fees on my account has been removed but to my surprise Freedom Mortgage has used one of my monthly payment to pay the fees and keep the rest in one account which is making my account look like I am one month behind. I have all the bank statements that shows that I make payment on time and regularly.
Your help on how Freedom Mortgage will reset my account back to normal will be greatly appreciated.
Thank you in Advance.
XXXX
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| 12/05/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
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On XX/XX/2020, I notice there were two pending withdrawals from our Mortgage Company, Freedom Mortgage from my bank statement. I immediately called Freedom Mortgage to let them know about the two payments pending instead of just the 1 payment. They told me to wait until the payments went through. Then I would need to send them the bank Statement showing the withdrawal. Freedom Mortgage then stated it will take 10 days to return my money back to my bank account. I called my bank, XXXX XXXX in order to stop one of the pending withdrawals. They also told me they could do nothing until the payments went through.
Today, XX/XX/XXXX Freedom Mortgage allowed the transactions to go through and withdrew the 2 payments {$1200.00}, instead of 1 payment of {$1200.00}. I immediately had to drop what I was doing and go to XXXX XXXX in order to dispute this transaction. Our reference number can be given upon request or you may contact XXXX XXXX. XXXX did however, return the {$35.00} for insufficient funds.
We have tried to Call Freedom Mortgage and was put on hold for almost 1 hour before the call was cut off. My wife even tried to call the Corporate office in New Jersey but they were closed. Due to Covid we have very little savings ; It is Friday afternoon we can not reach anyone at Freedom Mortgage to dispute this. They said yesterday, it will take 10 days for our money to be returned. This is XXXX, ( XXXX ), our grandkids are coming to visit for 3 weeks ; I will not get paid again until XX/XX/XXXX. We are VERY short on funds and we have very little money for food and gas. We can not wait 10 days for Freedom Mortgage to return our funds. We have other bills to pay. These bills are coming due and Freedom Mortgage has put us in a very difficult predicament! Therefore, we CAN NOT wait. We need our fund released immediately!
|
| 08/10/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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Wed called and set-up an automatic payment with a representative for a one time {$1600.00} payment. Our mortgage is usually {$1300.00}. The extra {$300.00} was a one time payment to cover escrow costs. The company accidentally withdrew two payments. One for {$1600.00} on the XXXX of XXXX, and an additional {$1300.00} on the XXXX. This overdrew our bank account. After calling freedom mortgage, a representative told us they were sorry for the mistake, and that the funds would be available next day ( XX/XX/XXXX ). After discovering our account was still negative, we called and spoke to another representative. That representative reviewed the notes and told us the first representative said to send in a bank statement before they could process the refund. We were never told that. After speaking with the second representative, we sent the statement into Freedom Mortgage. The company acknowledged receiving our bank statements and the refund would be sent within three days. After three days, we called and spoke with another representative that told us the refund would be sent to us on the XXXX of XXXX. We called back today and now were being told the XXXX.
Were usually very easy going customers. I understand that everyone, even large companies must try to adapt to the current situation. However, there appears to be no personal accountability with the company. Our bank account has been negative for 8 days. Weve received numerous overdraft fees. This has definitely been a difficult week, and were left trying to figure out how to get caught up again financially after all of this. I want to be clear in stating, that the representatives weve spoken to in the passed two days have tried everything they can to help. Unfortunately their hands appeared to be tied. We really do appreciate you looking into this. Thanks so much.
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| 02/02/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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So back in XXXX of 2022 we were coming out of forbearance. Upon getting everything ready to restart payments we were offered 2 options. Option 1 was an increase in our interest rate ( 6 % ) and our payments would move up {$300.00}. The second option was to keep our interest rate the same ( 2.25 % ) and resume our normal payments which were {$300.00} lower. I declined option 1 because it didn't make sense to choose over the second option. The Representative at Freedom Mortgage let me know option 1 was declined and that they would be rushing option 2 's paperwork out to us. Once we received the paperwork, we contacted a mobile notary and had the paperwork signed. About a week later I received a second packet in the mail. I called Freedom Morgage right away to make sure I hadn't made a mistake. The representative assured me that the 2nd packet that was sent to me was the same packet as the first one and assured me of the agreed interest rate and payment. Come XXXX I went to log into my account to pay my mortgage and noticed I was a month behind, and my interest rate was at 6 %. Freedom Mortgage told me that a mistake had occurred on their end by sending me the wrong paperwork and they would escalate the situation. I continued to check up on this for around 4-5weeks. Eventually a manager told me to fill out the old 2.25 interest rate paperwork and they would try and have underwriting adjust the start date ( since it had passed ) Underwriting then told them they can't do that and that they would need to send me new paperwork out. So, they went to re-do the paperwork, a few weeks later, they called me to tell me I was approved again, for a 6 % interest rate. We are now back in escalations with Freedom Mortgage and have been told its going to be very hard to turn around. I do have a litigation attorney on standby.
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| 12/23/2022 |
Yes |
- Debt collection
- I do not know
|
- Communication tactics
- Frequent or repeated calls
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|
Web |
Older American |
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I was hit by a tornado on XX/XX/2022. I had received no insurance money and had to dip into my own annuity for XXXX which I was earning 4 % interest not to mention the taxes I paid for that withdrawal and drain my savings account to get the construction done for my house to be livable again. My insurance company went out of business, the insurance commissioner then turned it over to another insurance company who screwed the whole thing up so my insurance commissioner turned it over to another insurance company called XXXX XXXX They treated me wonderfully. I did everything needed to get me my money reimbursed and sent the insurance checks to XXXX XXXX in early XXXX. I received two checks from XXXXXXXX XXXX with my name and my mortgage companys name which at that time was XXXX XXXX I signed the checks and sent them to XXXX to be counter signed. They held onto it for about two months, and then sold my mortgage off to Freedom Mortgage along with my checks and everything that backed up my losses. I have begged Freedom Mortgage to release my checks and they continuously ask me for more and more information that has already been provided. They are holding up two checks of mine XXXX. One for Dwelling - XXXX and the other for Other Structures - XXXX. They have drug this out for the three months theyve had my mortgage not to mention the time it was held up by my previous mortgage company ( XXXX XXXX ). I have recently been diagnosed with XXXX XXXX, and Im going through treatment and can not even afford my medical bills. I took money out of my own pocket to pay for repairs which an insurance company should have handled without involving a mortgage company such as these two. I even spent money to get a document from my clerk of courts office in XXXX XXXX XXXX to show that I have no liens on my house only a mortgage.
|
| 02/16/2022 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
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Web |
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First, my mortage was sold to Freedom Mortgage XX/XX/2021 without my knowledge. I want my mortgage moved somewhere else. The Interest rates are extremly high and customer service is a JOKE! It took 3 weeks for a escrow analysis. I was given 3 different dates to have this completed and each time, the representative told me that the documents were not uploaded and that it would be taken care of today. I decided to refinance for a lower interest rate and cash out option. Loan Officer XXXX XXXX and discussed refinancing from XXXX to XXXX with cashout $ 20k for home repairs and load goes from {$690.00} to {$590.00} and changed from FHA to Conventional Loan. XXXX did a soft and hard credit check, completed application and never receive a call back within the 20-30 minutes I was told. 2 days later, I called and was told it was denied but of my credit card being XXXX points under their threshold for the loan... what a crock. He was rude and said application denied and there is nothing we can do about it. I do believe race is a factor in this given I had to give them my information. If I was a different race ( privelaged ), XXXX points would have not been a factor! After speaking to at least 7 reps, I get the run around. I was told the loan was pending. I was told the application for in escalation status and would be given a call from a manger. Well, I have heard that 3 times already and never received a call back. I am tired of hearing that things will be taking care of today! It's never today, it's never tomorrow, it's never the next day... Freedom is a NEVER mortgage company! I would give - 10 stars if allowed. Freedom Mortgage doesn't care about it's customers. They are not a fair company. I am currently looking for another lender. I highly recommend choosing another company that cares about you and your home.
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| 07/19/2018 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
On or around the end of XX/XX/2018 I received a letter from my county ( XXXX XXXX XXXX, FL ) exempting me from all ad valorem property taxes because I am a totally and XXXX XXXXXXXX veteran. I forwarded that letter to Freedom Mortgage, my mortgage company, with a request that they re-compute my monthly payment and my escrow account balance requirement based on the fact that I will have no ad valorem taxes due for 2018 ( only the county non-ad valorem assessments shown on the tax bill from last year will be due ). I spoke to Freedom Mortgage today, XX/XX/XXXX, and they claimed that they had reached out to my county to get a revised tax bill for 2018, but were told the 2018 tax bills would not be available until XXXX or XXXX. Understandably, the county does not revise their property tax bills every time they provide a letter to a veteran for exemption. They calculate the bill annually, for everyone. Freedom Mortgage did not have a 2018 tax bill when they computed my payment and escrow requirements for this year. They calculated that amount based on last year 's tax bill ( and insurance bill ). They claim that they will not recompute my payment or escrow account requirement until they receive the actual tax bill for 2018, and will require me to keep paying the full amount to them although they know this will create a significant over-payment to my escrow account. I feel that this is deceptive and is discriminatory ( only XXXX and senior citizens receive this type of tax exemption ). As a veteran living on a fixed income, their decision to continue to charge me for taxes that they know will not be due will hurt me and my family ( a difference of over {$7000.00} ). I request that the CFPB look into this and see if anything can be done to get them to do the right thing and change their discriminatory practices.
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| 07/15/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My original mortgage was with XXXX XXXX XXXX, started on XX/XX/XXXX. In XXXX of XXXX, I received a letter that XXXX XXXX XXXX had sold my mortgage to Freedom Mortgage. By the end of XXXX, I had not received a welcome letter from Freedom Mortgage and was worried about missing my XX/XX/XXXX payment. I called Freedom Mortgage, where I tried to make a payment. The auto payment system asked me for a loan number which I did not have since Freedom Mortgage had not sent that to me. I followed the automated system who then told me that new customers who were having their accounts transferred to Freedom Mortgage would have a 60 days grace period to make the payment. As I was leaving the country for 5 weeks on XX/XX/XXXX, that gave me peace of mind. When I came back, I paid my XXXX and XXXX mortgage payments. I reached out to Freedom Mortgage in XXXX asking to remove my escrow account from my mortgage. I received a denial letter with the reason being I did not have a history of on time payments over the last 12 months. Freedom Mortgage says I was late on my XXXX payment, which I couldn't make because the company was behind on sending out their welcome letters. Even though Freedom Mortgage 's welcome letter is dated XX/XX/XXXX, it did not arrive to my address prior to XX/XX/XXXX, my departure date as I checked my mailbox everyday before leaving. After calling their customer service center twice, I was transferred to the escalation department. The escalation department says I was late because I did not make my XX/XX/XXXX payment date. When I emphasized that their letterhead says XX/XX/XXXX at the earliest, the escalation department said I still could've made the payment by the end of the month. I'm pretty sure that if I had made the payment before XX/XX/XXXX, Freedom Mortgage still would count that as a late payment.
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| 02/28/2018 |
Yes |
- Mortgage
- Other type of mortgage
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- Trouble during payment process
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Web |
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XX/XX/XXXX I received a letter from XXXX County informing that my property taxes were overdue. I contacted Freedom immediately to inform them of this situation and then emailed a copy of the original bill and overdue bill with interest. Since this was a Saturday, I followed up with Freedom during the work week to ensure information was received. I was informed that your tax department has 30 days to take care of this matter completion date of XX/XX/XXXX.
XX/XX/XXXX I received a letter from XXXX County informing me of a collection notice. I contacted Freedom and informed by ID : XXXX legal action would be taken on Freedom Mortgage, not myself. I was reassured Freedom was the responsible party and the county would not take action against me and that payment would be submitted by XX/XX/XXXX.
XX/XX/XXXX I contacted the XXXX County who informed me civil action has been taken against me and they have contacted my employer to garnish my wages. I spent over 2 hours on the phone with Freedom Mortgage attempting to get this resolved ( throughout the course of 4 phone calls ). I also had to take the morning off to go to the county tax office. I informed Freedom at XXXX eastern the severity of the situation and that I was now being financially punished for their failure to pay my property tax bill. I was assured it would be handled and paid by XXXX eastern. At XXXX I followed up still no payment. I was escalated ( above general supervisors ) to ID : XXXX and told she would be escalating to her supervisor and I would receive a callback at XXXX on XX/XX/XXXX.
XX/XX/XXXX I reached out to Freedom at XXXX after not receiving a call-back and payment has yet to be handled. I am yet again being escalated above the supervisor level and awaiting a callback from supervisor of ID : XXXX, no known ID but her name is XXXX.
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| 09/14/2020 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Older American, Servicemember |
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I got a solicitation call with an offer to refinance from Freedom Mortgage loan rep XXXX XXXX on XX/XX/XXXX. I called back to act on the offer and was referred to XXXX XXXX who took the info and initiated the loan. Few days later I got a phone call to schedule the sign date with notary agent. That was the only time I was asked if I had any questions. We set and appointment on XX/XX/2020 at XXXX for notary agent to come to our home for us to sign new loan agreement. I was expecting closing disclosure prior the appointment to sign date on XX/XX/2020. We should had at least 3 days to review it and contact to ask questions. When didn't get our new agreement to review - I called and left several messages in period from XX/XX/XXXX and made last attempt to get any information about charges and fees during the appointment on XX/XX/XXXX, as the notary agent brought 2 copies of the loan agreement with her. None of those calls were returned and I made more then 2 dozen of them and left notes and messages to 10 different people.
In the new loan agreement we've got from notary agent our loan amount was increased by {$2800.00}, there were fees that were not spelled clearly and their amount was different from {$690.00} that we were informed by. Our closing disclosure had XXXX XXXX XXXX as a contact, we never spoke to that person either.
XX/XX/XXXX I got an e-mail from XXXX XXXX ( Escalations Team Agent ph # XXXX ) with an offer to give her a call. I tried to call, left several voice messages, replied to e-mail but got no rely or call back. I also sent a copy of that e-mail to her supervisor XXXX XXXX and left him voice messages several times ( on XX/XX/XXXX and XXXX ) with the same result. My last communication attempt was XX/XX/2020. That is 3 months of me calling Freedom Mortgage and them not returning my calls.
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| 06/30/2020 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
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Ive had issues with Freedom Mortgage Over the last year since applying for my second loan with them. I was a Freedom customer 10 years ago and they were awesome, but now seem to be always behind. When we initially closed, they only paid for a portion of my homeowners insurance policy, leaving me without coverage during hurricane season and causing me to pay an additional {$2300.00} out of pocket for a last minute plan prior to the arrival of Hurricane Dorian. The initial closing process itself passed me around to mortgage experts who rarely answered their phones or returned my calls. They didnt seem to care how long it took to get my paperwork through and almost cost me my house in a competitive buyers market. More recently I attempted to refinance my loan, only to get stuck in the closing process waiting my for XXXX payment to post. I had to call them four separate times over a period of three weeks to finally schedule the closing. Now this morning I took off work to wait for the notary who was supposed to be here at XXXX XXXX. She alerted me last night that she didnt have the closing documents. The closing company called me this morning to tell me there was a delay in receiving the documents from Freedom. Not once did Freedom call or reach out to tell me the plan would change. When I called them to complain the response was well we are happy that the documents are finally out and there are no problems. This complete lack of accountability on Freedoms part is wholly unsatisfactory and disappointing in the lack of oversight and leadership displayed in multiple departments. They seem to have a culture of sub-par work at the expense both in time and money of their clients. I recommend they take steps to implement stricter QC and timeliness policies to avoid jerking people around like this in the future.
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| 04/28/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Settlement process and costs
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Web |
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We had a water damage claim in our house. We were issued a water damage loss check from XXXX our Insurance company. The check was supposed to be endorsed by the mortgage company only. The first time I called they insisted due to the large check amount that we had to get a certified contractor to complete all of our house work. The people had already been working in our house for about 1 week and half and they did not have a contractor license. I explained this to person I spoke to the first time and they stated that I just had to write a letter of consent stating that i take full responsibility for the repairs. I faxed the papers in and they had not approved or sent any of my faxes through for a whole week and then when i called back they stated that I had to still fax the contractor license before they would send the check back endorsed. I have been going back and forth with several different personnel for almost a week and half. I last spoke with XXXX XXXX XXXX and she stated that she needed to request someone from the mortgage company to take a look and then he will send a report back to XXXX and then they will only send half of the amount of the check back to us. I called again today on the XXXX and the request had still not even been put through for the representative to come through. The workers are going to be done with the house work on Saturday on XXXX XXXX, 2016, and I still do n't have the means to pay them because of the mortgage company lack of communication and the incompetence of the company itself. I am thoroughly unimpressed, disgusted and disappointed that I 've had to go through so many hoops just to get a check endorsed for a project in my house. The customer service was non existent and was made to placed on hold for XXXX min each call and was hung up on XXXX different occasions.
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| 07/19/2022 |
Yes |
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- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
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Web |
Servicemember |
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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
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| 12/18/2015 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
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I purchased my home in XXXX of 2015. I made payments to my initial mortgage company, First mortgage, until XXXX 2015. In XXXX I recieved a goodbye letter stating that my mortgage had been bought out by Freedom Mortgage. The letter was a mistake. it even had the wrong account number on it. I sent a payment to freedom mortgage to this wrong account number and thought nothing of it, until i received a letter from first mortgage stating i was behind on my mortgage for the month of XXXX. I quickly called and told them that they had sent me a good bye letter and told me it was a mistake ( i have proof of this letter ). they told me i would have to find the money. I called freedom mortgage and explained the mistake. they said they would send the check for XXXX to first mortgage directly so i figured it was handled. I was wrong and the check never arrived. I continued making payment to first mortgage then in XXXX I received a letter from Freedom mortgage stating that i was late on my mortgage payments. now I was really confused because first mortgage had told me i was with them. I never got a real official goodbye letter from first mortgage or a welcome letter from freedom mortgage. I called first mortgage to confirm i was transferred over and i also called freedom mortgage to confirm. this time the transfer was for real but they made a mistake. They transferred me with a missing payment from XXXX, but the only reason i was missing a payment from XXXX is because of their mistaken goodbye letter in XXXX. now they say i am in default and they are sending me threatening letters.
All in all i have proof that i have paid every mortgage payment, since the day i bought my house, on time to this day. I have never missed a payment and i have proof! It was all mistakes on their part but they can not figure it out!
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| 01/17/2019 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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Freedom Mortgage has applied my extra principal payment to escrow and has not corrected the issue in over 7 months. I made an extra principal payment of {$500.00} on XX/XX/XXXX which posted on XX/XX/XXXX as additional escrow payment. I contacted them ( representative name and I.D . number available ) around the XXXX or XXXX of XXXX upon reviewing XXXX statement, noting the above change. I was told that it would be corrected by XX/XX/XXXX. After reviewing the XXXX statement with no change, I contacted them again on XX/XX/XXXX ( representative name and I.D . number available ) and was told the issue would be corrected by XX/XX/XXXX. I again contacted Freedom Mortgage on or about XX/XX/XXXX requesting that the matter be resolved and to send me transaction history. The payment amount changed on my monthly statement for XX/XX/XXXX and there were no fewer than 16 transactions applying and reversing payments in regards to escrow, monthly principal and interest. The extra principal payment still has not been applied and the matter had not been resolved. I've called twice during XX/XX/XXXX and spoke with representatives trying to resolve this ongoing issue and patiently waited for results. Again, there are about twelve transactions applying and reversing payments without correcting the problem. Additionally, Freedom Mortgage has changed my monthly payment amount without notifying me and used funds applied to extra principal to pay changes in monthly interest without giving me notification. Concerning the loan, I have consistently made monthly {$500.00} extra principal payments since inception. By changing the monthly payment amounts during XX/XX/XXXXit has created a supposed shortage in the escrow account which in turn has changed my current monthly payment twice to a higher amount during XX/XX/XXXX.
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| 06/02/2020 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
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I recent attempted to do a refinance with my current mortgage company ( Freedom Mortgage ). The process was initiated towards the end of XXXX, I was put in contact with a loan officer by the name of XXXX XXXX. After speaking with him he sent me all the documents he needed me to sign ( via XXXX ). After all documents were received, he proceeded to explain to me that it would not be necessary for me to send my upcoming payment ( which was XXXX ) because I was going to be in the refinance stage. XXXX clearly stated that in fact I would skip 2 months so there was nothing for me to worry about. Around the 3rd week of XXXX I started getting phone calls from Freedom Mortgage asking where my payment was, I explained that I was in the refinance process. The 3 times that they called me they said " ok we will note it on your account '' and I thought that was that. Then the letters started pouring in to informing me that my account was now 30 days past due and that they had reported me to the credit bureaus.
I have confronted XXXX with the matter however he continues to minimize or deny he ever told me to not send my payments. I have been made aware that Freedom Mortgage records all conversations so I would like the matter to investigated. I would like Freedom Mortgage to retract what they have submitted. My credit score is something I take very seriously and do everything to ensure it remains in good standing. I just found out today XXXX XX/XX/20 XXXX that my FICO score has gone from XXXX to XXXX. I am beyond infuriated to say the least, THIS IS AN OUTRAGE!!!!! I like most, rely on my credit ; what Freedom Mortgage has done is unacceptable and must be dealt with.
Last but not least my payment history speaks for itself, if there are any doubts of what has really happened here simply look at my account.
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| 01/14/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
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Web |
Servicemember |
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On XX/XX/XXXX of XXXX our home was foreclosed on. For the past 2 and 1/2 years we have worked hard to improve our credit pay off any debt and make ourselves trustworthy again. Because of freedom mortgage we have not been able to obtain a new home loan. My husband is a VA eligible borrower and because freedom mortgage is reporting the account paid off in closed XXXX of XXXX instead of XX/XX/XXXX of XXXX when we were evicted. We have not been able to obtain a new mortgage on a new home we are trying to purchase. We take full responsibility and acknowledge the foreclosure. It happened due to circumstances beyond our control and we wish we could go back and correct the issue before the foreclosure took place. Unfortunately that is not the case and we must deal with the repercussions, but we ask that information be reported properly to the bureaus. We have filed various disputes asking for the dates to be corrected. And to show the last account reporting date reporting information and close account dates to be based on the date that the home was purchased by a new buyer which is XX/XX/XXXX. Reporting the account close in XXXX of XXXX is unacceptable unprofessional in a blatant lie. The account was and should be reflecting as closed out in XXXX and although we have tried various measures to correct the issue freedom mortgage has been difficult and unable to assist us and legally I believe they should not be able to do this We were asked to move out of our home in XXXX because the home was sold there should be no other legal stands for them to report anything after that date I have documentation showing when the property was sold, As well our eviction notice stating that the home was sold. All we're asking is for a credit reports to show the account closed date and last reporting date of XX/XX/XXXX.
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| 10/30/2019 |
Yes |
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- Trouble during payment process
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Web |
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This company has purposely witheld my mortagage payment because I filed a previous complaint. I mailed my XXXX payment on XX/XX/XXXX and they didnt post to my account until the XXXX of XXXX. This was right after I filed a complaint with your bureau because of other issues I had with them. In addition, they tried to process an ACH in early XXXX for XXXX when i told them not to do until end of month. They said they cancelled it so therefore, I had to issue a check mailed on XX/XX/XXXX ( other bills mailed to other service companies on same date all recevied by XX/XX/XXXX except for Freedom ) so I wouldnt be more than 30 days late.
I have always paid my bills on or around last week of month without problems. They also said my XXXX payment was late but it was presented to my bank on first of XXXX and Freedom posted the same day on my account. According to a Freedom employee, this can not be possible. The day they post is the day they receive then it takes a couple of days to be presented to my bank.
Also, said my XXXX paymentw asnt received and it turned out it wasnt late.
I requested recors of all postings to my account and matched with my bank statements and found that Freedom is inconsistent with how they post to account and sre inefficent with handling mail.
This has been reported as a late on my credit and undoubtedly will effect me financially. Also, I was charged overdraft fees because they tried to process ACH beofre it was supposed to. I even told them this before and after they porcessed it and they did it anyway.
I called them no less than 15 times over the last three months trying to get things resolved but things kept going in a circle.
NOTE : Icould not attach files because they are hard copies so I can only fax bak statements shwoing history over last several months..
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| 09/01/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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My mother, XXXX XXXX XXXX, passed away in XXXX of last year XXXX XXXX ). I, XXXX XXXX, was named as both the executrix and sole beneficiary of the estate. XXXX XXXX had a mortgage through XXXX Mortgage.
After letters of testamentary were issued to myself, XXXX XXXX, I issued a certified ( with an embossed seal XXXX letter of testamentary, which named me as the executrix, to XXXX Mortgage. I also sent a scanned copy via email to both their customer care and special loans department. I received both email and physical written confirmation of receipt of documents from XXXX Mortgage. The letters were issued by the court in XXXX, the documents were sent to XXXX Mortgage in XXXX of XXXX. We were told they would take XXXX months to be put into imaging. We have followed every protocol they have requested of us, and have been making payments until we missed XXXX due to an error on my part, probably due to the emotional state we were in around the anniversary of her death, in XXXX XXXX. We are currently requesting to speak with someone about the late fee and having a XXXX month loan payment pushed back due to XXXX XXXX which has made our personal bank inaccesible.
Freedom mortgage refuses to speak with me. They request, every time I have called XXXX In XXXX we did this as well XXXX, that I resend the documentation. I did so in XXXX and again in XXXX. They will not speak and deny we have sent it or that they have received it XXXX we have confirmation stating otherwise ).
This is traumatic everytime we go through it because we can not continue despite probate being closed and must go through this process over and over again, and they still refuse to speak to me. It 's incredibly upsetting every time.
Someone name XXXX at XXXX Mortgage hung up on us despite being advised repeatedly not to do so.
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| 01/15/2017 |
Yes |
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- Loan servicing, payments, escrow account
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|
Web |
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I obtained a VA loan from Freedom Mortgage corporation during XX/XX/XXXX, my first payment was during XX/XX/XXXX. I have paid the loan each month on time, and many of my payments included an additional amount to be applied towards the principal balance of the loan. Each month Freedom Mortgage provides me a statement that indicates what portion of my payment was applied to interest, principal, and escrow. They also provide a breakdown of the same information for my next payment. It is impossible for Freedom Mortgage to determine in advance how much interest will be applied, unless they know the exact date I will make my next payment. The scheme they have developed is, apply a pre-determined amount to interest, and the remaindered deferred and they apply interest to that unpaid portion of the payment. I figured this out when I called for a payoff of my loan and learned of the large difference between the reported outstanding principal balance on my monthly statement and the actual payoff. I know there is and should be a difference mainly because of the interest that would have accrued since the last payment. My statement balance on XX/XX/XXXX reported an outstanding principal balance of {$220000.00}, however when I called for a payoff, I was told it was approximately {$220000.00}, that is a difference of about {$1400.00}, not the few hundred dollars I would expect, please note that my interest rate is only 2.25 %. The bank should be applying interest based on the principal amount due, accrued interest, and loan interest rate. There should not be a deferral of interest that also accrues interest.
I understand how loans work, and how interest is computed, I am a XXXX in the state of Virginia and I knew something was fishy but did not conclude what was going on until I requested a loan payoff.
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| 07/20/2020 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
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|
Web |
Servicemember |
|
I put in an application for a simple streamline refinance on XX/XX/2020. I was told this process would take a couple of weeks.
The only thing different about my application is that the va loan was also in my husbands name, who passed away, and it needed to be put into my name only. I have been told that this process is already completed and that my title is clear. On XX/XX/2020 I was emailed that the charges had changed. I was quoted originally {$2000.00} and now it was {$4000.00}. They have already taken a large portion of my original loans escrow to pay for all these charges. I have left multiple messages, emails, and internal emails to the original loan officer, XXXX XXXX, my so called customer advocate and processor, XXXX XXXX, and to her supervisor, XXXX XXXX to try to find out why this is taking so long and why I am being charged a second time and no one will contact me. On XXXX XXXX an internal email was sent to the escalations department. I called back XX/XX/2020 trying to see why they had not called me and at that time I was told by a closing scheduler that my application was expired! Escalations department was sent yet another internal email. No one has contacted me from there either! I am being ignored and I believe I'm being ripped off! I have called crying more times than I can count and no one can get me to anyone that can help me! I've been waiting 4 months to get 2 months off on mortgage payments and pay {$200.00} less per month on my new mortgage. This is causing me a huge amount of stress and anxiety! The people mentioned above should be fired! I need someone to get my file that can resolve this situation. Also while still paying my original loan payments, I'm now being told I have an escrow shortage when I call. The amount of time this has taken is of no fault of mine!
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| 10/18/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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I refinanced my mortgage with Freedom Mortgage in XX/XX/XXXX. The closing process with Freedom Mortgage was problematic from beginning to end, as the company seemed unable to follow simple instructions. In the spring to XXXX, I received a notification from Freedom Mortgage that my escrow account was significantly underfunded in the area of {$1600.00} and my monthly payment was increasing by {$400.00}. I made repeated phone calls to the Freedom Mortgage and was told various answers each time : 1 ) my home owners insurance increased, 2 ) my real estate taxes increased or 3 ) there was a problem with my closing documents. After following up on their responses, all of Freedom Mortgages answers were incorrect. I also requested and received an Escrow Account Disclosure Statement from Freedom Mortgage which contained several errors and was difficult to understand. I called Freedom Mortgage about the errors in the statement and was told there was nothing they could do.
On my own accord, I initiated a review of my closing documents, there I identified an error in Freedom Mortgages Initial Escrow Account Disclosure Statement and noticed my real estate taxes were under-reported by 50 %. Meaning the initial monthly payment presented to me by the mortgage broker was grossly inaccurate and the total monthly cost of the loan was significantly higher than what Freedom Mortgage represented to me. If I had known the true monthly payment, I would have not proceeded with the refinance process. The loan was misrepresented to me. At this point, I have lost all faith in Freedom Mortgage to handle my loan as they have missed handled and misrepresented information at every stage of the loan process and are grossly incompetent. At this point, I would like to take regulatory and legal action against the company.
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| 09/25/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
- Escrow, taxes, or insurance
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|
Web |
Servicemember |
|
Issue with Freedom Mortgage Background : I'm in the service and rent out my townhome in XXXX. I'm currently stationed in XXXX. My renters have Renters insurance, I have a separate policy, and the townhome association also has a policy.
Issue : Earlier this year, my Mortgage Company ( XXXX XXXX ) sold my loan to Freedom Mortgage. Upon transfer, Freedom Mortgage required proof of insurance on my townhome. I provided the policy I use under XXXX ( XXXX XXXX XXXX ) and the policy provided by my XXXX XXXX XXXX ( XXXX XXXX XXXX XXXX ). The XXXX XXXX policy covers exterior and the interior for hurricane, wind, and hail damage as required in XXXX. XXXX XXXX is claiming I don't have the correct " verbiage '' required to cover my property for " betterments and improvements. '' I asked for clarification but they can't define what " betterments and Improvements '' means. And they failed to provide documentation on how the policy works ( deductions, coverage, etc ) As a result, they installed an insurance police on my mortgage for {$2000.00} to cover " betterments and improvements '' annually. I asked if this means modifications, post build modifications, etc but they couldn't clarify this. Of note, I have none of these as it's a rental unit with original construction ( toilets, sinks, cabinets, etc ).
We're facing hardship with the pending government furlough and this is ridiculous as I've never had to have this type of coverage in 12 years with this home ( and never missed a payment ). Regardless of the furlough this is ridiculous in the face of the economy when the XXXX has two policies ( a 3rd one if you count the renters living in the unit ) and now they want a 4th policy to cover " betterments and improvement. '' I called XXXX about this but they couldn't explain it either.
Please help
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| 05/24/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
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I am reaching out for the 2nd time to the CFPB for help in dealing with my mortgage servicing company, Freedom Mortgage. After months of dealing with this bank, making payments and always confirming details, I am now being blatantly lied to again. Back in XX/XX/XXXX, I received a permanent FHA streamline modification agreement from Freedom Mortgage dated XX/XX/XXXX. The agreement showed my deceased husbands name as the borrower and my name as the co-borrower. After the 1st complaint Freedom Mortgage resent me a new agreement on XX/XX/XXXX which I signed and notarized. The executed agreement was returning using the prepaid XXXX they included with the agreement. I am attaching the XXXX confirmation showing this was delivered to Freedom Mortgage on XX/XX/XXXX at XXXX am signed by XXXX XXXX I called Freedom Mortgage and confirmed the executed/notarized modification agreement was received and accepted. I was assured it was. The first modified payment was due XX/XX/XXXX. I made the modified payments for XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX and XX/XX/XXXX. All the payments were accepted. I then received a letter from Freedom Mortgage dated XX/XX/XXXX stating the permanent agreement mailed out XX/XX/XXXX was never received. Please see the attached Freedom Mortgage permanent agreement dated XX/XX/XXXX. I called Freedom Mortgage and they have no record or notes from any of my calls to Freedom Mortgage confirming the agreement was received and even though I have proof it was delivered, they insist it was never received. Now they are stating I owe almost {$30000.00} and my only option is to start all over again as I no longer qualify for a Covid19 FHA streamline modification. Now, I am facing foreclosure with my only option being to start all over again with this nightmare process. Please help.
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| 04/17/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Since XXXX, Freedom Mortgage has attempted to charge me a late fee each month even though I have never been late with my payment. I have repeatedly had to prove that I was not late with any of my payments. In XXXX, I paid my mortgage, entering my account number correctly ( triple checked as always and no other company had an issue submitting for payment that same month ), but several days later Freedom Mortgage reversed the payment. They did not attempt to contact me to let me know there was any issue. I did not realize they had reversed the payment until after my payment was now late. Speaking with them on the phone they claim I entered the account information incorrectly. Again, I do not believe I did. I triple checked and it is the same bank account number that I enter to pay all my bills. I have not ever had an issue previously from other companies using the account number.
Freedom Mortgage purchased my loan and I have had difficulties with their website and their company since that time. I feel like they have been attempting to put on my record a late payment and charge me extra this entire year and now they found a way to do it. I can only imagine if they do this for every client how much extra money they would rake in charging everyone almost {$73.00} extra a month.
If they had reached out as soon as there was a problem ( if there even was one ) then customers would have a chance to rectify the problem prior to the due date. They have my email address and my phone number. Terrible customer service and a rotten business practice.
Oh and by the way, I mentioned while on the phone just a minute ago that I would be making a complaint and suddenly the website isn't allowing me to see my account information. I could see it prior to complaining but now it is suddenly unavailable.
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| 06/12/2018 |
Yes |
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- Trouble during payment process
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Web |
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XX/XX/XXXX - I spoke to customer service and requested a manager. I was told that Freedom Mortgage had a problem with their mail system in XX/XX/XXXX where payments were going to another company. My problem was in XX/XX/XXXX where my payment was not received by Freedom Mortgage and on XX/XX/XXXX, I received a letter from Freedom Mortgage that they received my original cashier 's check for my XXXX payment payment marked RETURNED-STOPPED PAYMENT.
I emailed a letter to Freedom Mortgage on XX/XX/XXXX, with documentation of all payments sent ( copies of cashier 's checks purchased ) and correspondence received from Freedom Mortgage from XXXX - XX/XX/XXXX
I received a response from XXXX Mortgage on XX/XX/XXXX stating " After reviewing your account, our research determines we are unable to honor your request to update credit reporting. The delinquency for XX/XX/XXXX is accurate as reported.
I purchase a cashier 's check every month around the XXXX or the month and mail my cashier 's check to Freedom Mortgage. This has worked well every month until XX/XX/XXXX. I have been informed of a mailing error from Freedom Mortgage in XXXX that payments have been received by another company. I think this mailing error started earlier than XX/XX/XXXX, because my XX/XX/XXXX payment didn't show up at Freedom Mortgage until XX/XX/XXXX.
I have documentation to support everything I'm saying. I hope you can look into this matter and Freedom Mortgage will remove my XX/XX/XXXX late mark on my credit file. I'm looking to purchase another home and this error on Freedom Mortgages part is costing me more money for my new loan because my credit dropped from XXXX to XXXX. My mortgage lender is telling me that because of the lower credit score I am paying {$2500.00} more in points to get the same interest rate.
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| 10/17/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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We were approved for a new roof & other home repairs by our insurance company. Due to the amount of the claim, the initial check had to be payable to us, the homeowners & Freedom Mortgage. When I contacted Freedom to make them aware of the claim, they provided incorrect information about the process and procedure. Now, for the past month we have submitted every required document to them ( including our endorsed check from insurance ), yet they will NOT release funds for us to pay our contractor to even schedule us or begin the work. They are holding our insurance funds hostage! We have provided them with our contract three times, the contractor 's W9, a waiver of lien, their license, as well as the insurance adjuster 's worksheet indicating all approved repairs. They are indicating that they will not release any funds until we ( the homeowners ) write them a letter accepting financial responsibility for the repairs above & beyond the amount of the check ... the insurance company is intentionally holding back {$5000.00} for residual depreciation ( which we are approved for ) to make sure the contractor completes the work as prescribed. Yet, Freedom refuses to understand basic insurance laws. We are in Florida in the middle of hurricane season & they have already delayed our repair by more than a month. At this point, they are unwilling to release any funds so we can not even schedule the repairs. They are demanding this letter from us, even though they admit that this is not a requirement per their documents or website.
Additionally, they claim IF/WHEN they release funds, they want to issue the entire amount payable to us and the contractor, yet I do not want to give a contractor thousands of dollars without them having even started the work! Freedom Mortgage is absolutely ridiculous!
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| 09/26/2023 |
Yes |
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- Trouble during payment process
- Escrow, taxes, or insurance
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Web |
Older American, Servicemember |
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I have had a problem with Freedom Mortgage, in regard to my escrow account. In XXXX of 2023, I received a notice of escrow account shortage, and escrow account analysis. I immediately contacted Freedom Mortgage, spoke to a live agent, and paid the shortage. However, my mortgage payment still increased to {$1300.00} as shown in their analysis.
I contacted Freedom Mortgage again, spoke to a live agent, who said the escrow account had not been credited properly, and who assured me he would make the correction. After this, my mortgage payment changed to {$1300.00}.
Their formula : XXXX expects to pay {$7600.00} over the next 12 months. Spread over 12 months equals {$630.00}. {$690.00} ( PI ) plus {$630.00} equals {$1300.00} ( new payment ).
However, if you use their formula and credit correctly, it should look like this : {$7600.00} minus {$630.00} ( escrow shortage payment ) equals {$6900.00}. Over 12 months equals XXXX. This amount, added to {$690.00} ( PI ) equals {$1200.00}, which *should* be the corrected payment.
I have spent all the time I am going to on their voicemail from XXXX trying to get to a live person. Now I am turning to an outside agency, in the hopes that you may be able to help them take the time and trouble to correct my account.
This doesnt look like a huge discrepancy, as it was about {$100.00} the first time and about {$50.00} the second. But, since its not being credited to the escrow account or the loan, where is the money going? Also, I cant help but wonder, am I the only person having this problem, or are thousands of others who have not noticed or taken the trouble to report it?
At any rate, I would just like my account credited correctly, and statements to be accurate. Thats all Im asking for, and Im hoping your agency can help make that happen.
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| 05/20/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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I 'm writing to report illegal interest charges on my mortgage account with Freedom Mortgage. I refinanced with Freedom Mortgage, and my closing date was XXXX/XXXX/2016. On XXXX/XXXX/2016, I sent in payments totaling {$6300.00} to cover my statements due for XXXX 2016, XXXX 2016, and XXXX 2016. In addition to sending in these advanced payments, I e-mailed the company to ensure they knew that my payments were meant to be put towards future months, and that as a result, I should not be charged interest for the months of XXXX and XXXX because I 've paid for those months in advance. However, for the past three weeks, I 've been calling Freedom Mortgage because they 've applied my payments incorrectly and have charged me an additional {$1700.00} in interest for the months of XXXX and XXXX, which have not even arrived yet. At the time of my payment on XXXX/XXXX/2016, I had n't even reached the XXXX/XXXX/2016 due date for the XXXX payment. When I called in to speak to several supervisors ( XXXX, XXXX, XXXX, XXXX, and XXXX ), they each have told me that even though I 've paid for XXXX and XXXX well in advance of those months accruing, they are charging me interest regardless. There have been exactly XXXX days between my XXXX payment and my XXXX and XXXX payments, which means that I have accrued exactly {$0.00} in interest for those months based on the terms of my loan, however, it is nearly a month since I 've been going back and forth with this company to have this corrected. XXXX even told me that I was not allowed to send in more than 3 months of payments in advance towards my account. I would like to file a formal complaint with the State of New Jersey and all appropriate government agencies related to this problem. Please contact me as soon as possible to help me resolve this problem.
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| 12/08/2020 |
Yes |
- Debt collection
- Mortgage debt
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- Communication tactics
- Frequent or repeated calls
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Web |
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Our loan was transferred to another loan servicing company - Freedom Mortgage back in XX/XX/XXXX. I reached out to this company first on XX/XX/XXXX to check our loan. Rep stated to call back in regard to loan modification. Called again on XX/XX/XXXX to get update. No update due to still waiting for the documents from previous loan company. I called again XX/XX/XXXX to get update and no update yet. But on both phone call I was advised not to pay and wait for the loan modification to be completed. XX/XX/XXXX called again and still no progress as needed to still receive from previous loan company the complete package, in which I offered to send the copies of the completed package I sent to previous one to use. Rep said yes, send it so they can use it for review. I sent it and Freedom Mtg. received it. Spoke to several Rep when they called us in various dates : XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. In which they kept asking for the same documents that they already receive via XXXX and online. Every time I spoke with different Rep they kept promising that they will make a note that all documents are received and will create ticket to expedite review of loan modification as its passed the 2 months RESPA and want this done. Today, XX/XX/XXXX we received a letter from Freedom mortgage stating they are trying to connect with us with no success. What is going on? We want to resolve this but it seems like Freedom mortgage is loosing not only our documents but also the recorded messages that we been talking to them. Help us to just get this resolved as this is taking a toll on my health. My XXXX XXXX had been going up for the last 3 weeks regarding this. They need to get it together and learn to talk to all departments involve so that consumers are not stressed more.
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| 06/04/2018 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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On XX/XX/2018 at approximately XXXX I was on the phone with a representative from Freedom Mortgage. The individual asked for my information and I provided it without hesitation. The next thing I tried to do is make a payment for my V.A. home loan, well the representative refused to take my payment. I kindly asked her why, she said we can't take your payment because it's now three behind. My response to her was I always make at least one payment to bring it back to two until I can catch it up. She than became rude and said again in an off tone manner " We can't take your payment ''. I let her know I am on a fixed income because I'm a XXXX veteran. Than I asked to be transferred to a floor manager which I than talked too. He wouldn't work with me either, he kept on insisting that they couldn't do nothing for me at that given time. Both the phone representative and the manager used bullying tactics on me to force me to make three payments totaling XXXX. I expressed too them I couldn't make this payment, so he kept on using bullying tactics by saying you signed the contract and it's your obligation to pay the loan. I than let him know that the loan was included into my chapter XXXX which was closed out in XX/XX/XXXX of this year. I suffer from XXXX and XXXX which this situation almost put me into an attack. I called back thirty minutes later and another young lady worked with me and accepted my payment. I am filing this complaint because I was bullied and harassed by the members of FREEDOM MORTGAGE! I would like for the actions of these members be brought to light. I've been receiving nothing but harassment and bullying tactics every-time I try to make at least one payment. My rights as a customer were violated under certain protective laws and I hope this issue never happens again!
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| 08/23/2023 |
Yes |
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- Trouble during payment process
|
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Web |
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After giving my Mortgage Company ( Freedom Mortgage ) notice by phone today XX/XX/2023 of an escrow error, Freedom Mortgage is refusing to make any corrections to the error or investigate the error ( per XXXX the supervisor I spoke to ). I initially spoke to an agent by the name of XXXX id # XXXX after making several calls regarding this matter. After explaining to the agent there was an error in the amount of {$230.00} on my escrow account due to an over payment made to my homeowners insurance, the agent seemed confused and not competent in even understanding the issue at hand. I escalated and requested a supervisor and spoke to an agent by the name of XXXX. XXXX blatantly refused to research, request a new escrow analysis, and claimed everything was correct, and there was nothing done wrong. I then attempted to explain to XXXX that two other agents verified there was in fact an error. I also had one of those agents complete a conference call with my insurance company who not only confirmed there was an over payment, but provided a check number for a refund that was issued directly to the mortgage company ( due to overpayment ) and should have been placed in my escrow account. However, XXXX refused to even consider verifying unless he had documents directly from my insurance company ( XXXX XXXX ). He suggested that I should reach out to XXXX XXXX and have those documents sent. Although I explained to him the countless hours I've spent on the phone, the confrence calls that were made, as well as documents that we're faxed. The agent refused to take any action. I'm requesting that this matter is resolved immediately and that the actions of the supervisor XXXX who refused to investigate this matter be addressed. I will also be taken further action if not done so in a timely manner.
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| 07/19/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I was married and my husband bought this house in XXXX. He put everything in his name and I was naive about this. In XX/XX/XXXX I suffered XXXX XXXXXXXX, he was convicted, he asked for a divorce and I was awarded the house in the court settlement, XX/XX/XXXX. The settlement also instructed him to allow me to speak to the financial institution, Freedom Mortgage, about the mortgage. He did not follow this order- although he continued to pay for the mortgage. The settlement further indicated that if he did not follow the order, that the court settlement would serve as approval for me to speak to the mortgage co. ( see divorce settlement attached, Section 1.1. A, B, C ). Unfortunately, my husband, unknown to me, ceased making the mortgage payments. He also had his bills sent to his parents house during and after our marriage so I never saw any bills ( I was naive in all this ). In late XXXX, my in-laws informed me of a letter to my former husband from a law firm. They gave it to me ( he has been out of contact with anyone for several weeks ). This was a foreclosure letter for XX/XX/XXXX. I have tried repeatedly to contact the mortgage company to allow me to see the bill, pay the mortgage and stop the foreclosure. They will not acknowledge the court settlement nor communicate with me out of their greed - because my name is not on the mortgage even though the house was awarded to me. This is life altering for me and my XXXX and XXXX XXXX XXXX. I am desperate and writing everyone and anyone to help. My husband was nefarious and controlling from the start. I was naive. have a XXXX XXXX that has impacted my ability to deal with him well. Freedom Mortgage is taking advantage of me and my family by not even allowing me to bring the mortgage up to date and stop the foreclosure. Please help.
|
| 05/24/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Application, originator, mortgage broker
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|
Web |
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I am a XXXX XXXX who ordered a verification of mortgage with Freedom Mortgage. I faxed in my request along with the Borrower 's Authorization. When I followed up with Freedom Mortgage the first 2 times, they had verified that they faxed the verification of mortgage to the wrong fax # twice. Finally, on my XXXX call, they faxed the verification of mortgage to my correct fax #, however, they did not include a cover letter or their company name or contact number on the fax. The verification of mortgage showed the Borrower 's name, address, loan #, interest rate, loan amount, etc., but NO mention of the Lender 's name or contact #. I called Freedom Mortgage XXXX more times to explain that the verification of mortgage was NOT acceptable because the fax could come from anyone, anywhere and not necessarily from Freedom Mortgage. Due to fraudulent activities in lending, I asked Freedom Mortgage to resend the verification of mortgage with a fax cover letter so that I can verify that the fax is coming directly from Freedom Mortgage and not somewhere else. Freedom Mortgage assured me that they are only required to show the loan # on the verification of mortgage and their name did not need to be on the form. It was their customary business practice. I insisted that they send a cover letter with the form and they assured me that it would be done by XXXX XXXX, 2016 but I still have not gotten it. I am now on my XXXX phone call with Freedom Mortgage but they can not confirm if they can resend the verification of mortgage with a fax cover letter, their name or contact # on the form. I have escalated my request with a Manager at Freedom Mortgage 3 times and they have not assured me that this will be taken care of correctly. This is not an acceptable lending practice and should be investigated.
|
| 10/22/2023 |
Yes |
|
- Trouble during payment process
- Escrow, taxes, or insurance
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|
Web |
Servicemember |
|
We contacted Freedom Mortgage on XX/XX/XXXX because we had a recent escrow analysis completed with the incorrect information. The escrow analysis projected our real estate taxes for XXXX to be {$2400.00}. My wife tried to explain to both customer service and the Tax Department that for the XXXX tax year, we were only billed {$1700.00}. The amount disbursed from escrow was only {$76.00} due to a credit we had of {$1700.00} from overpaying at closing. We requested multiple times for the tax amount to be updated to {$1700.00}. We initially were told it would be updated, then they said they needed documentation from us. We don't receive our tax bills since it is paid from escrow. We explained multiple times that they could visit our county website of XXXX XXXX XXXX and easily see the amount we were billed just like we did. We were told by XXXX XXXX this issue would be resolved by XX/XX/XXXX and we still have not had any updates. My wife handles mortgage servicing for another bank and has worked in this industry for the past 14 years so this should have been a very easy process. We asked to have our XXXX taxes updated to {$1700.00}. Then, after it was updated, we wanted a stop payment placed on the escrow refund that was sent to us for {$2300.00} and the funds deposited back into the escrow account. Once the funds were deposited, we requested for a new escrow analysis to be completed effective with the XX/XX/XXXX payment. So basically void the last escrow analysis completed. It is important that the effective date of the payment be XX/XX/XXXX and the previous escrow refund be stopped and placed back into the escrow account before completing the new analysis. Our monthly payment beginning XX/XX/XXXX should be around {$3000.00} with the escrow portion of our payment being {$210.00}.
|
| 06/18/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
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|
Web |
Older American |
|
I am trying to refinance my manufactured home and the Property through XXXX XXXX. The title is under Freedom Mortgage. I want my manufactured home to be a permanent location of the property when it was provided to me by original owner. In additional, Previously, Freedom mortgage receiving my business, the manufactured home was a permanent location of the property when I got the loan, but Freedom Mortgage had separated the property and the home when I had financed it with them. On XX/XX/2020, I sent them the information from the DMV-Form ( T-234 ) Mobile / Manufactured Home Certificate of Permanent location is the name of the form. Freedom Mortgage had acknowledge they the received the form. So, they stated their legal department would handle the situation. So, from that I have been going back and forth trying to get this resolved with Freedom Mortgage. Mr. XXXX XXXX is the XXXX County Tax commissioner, and is associated with the DMV- XXXX XXXX XXXX XXXX XXXX XXXX, XXXX. XXXX, XXXX XXXX XXXX GA XXXX, O : XXXX, had spoke with a Freedom Mortgage Rep. and had instructing them what to do, which was not done. They supposed to gave me information to proceed with the combined of the manufactured home and property, and what was sent to me was the Form ( T-234 ) blank, which was what they needed to complete ( Freedom Mortgage ). I asked specifically why aren't you, your company complying with my request, they stated because they can't give out any internal documents. So, I made a complaint with the XXXX XXXX XXXX and with that complaint, nothing was resolved. So, the communication was cut completely off with Freedom Mortgage on their end. The goal I am trying achieve is if they can and will make the appropriated changes and if not, at least provide a reason with recorded documentation.
|
| 01/18/2018 |
Yes |
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- Struggling to pay mortgage
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|
Web |
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Freedom mortgage took over my mortgage on XX/XX/XXXX. They tried to give immediate relief but they said I needed more income. Then they said that I should fill out a loss mitigation packet. I filled out packet onXX/XX/XXXX and sent it over night. I spoke with someone on XX/XX/XXXX and set up a payment for XX/XX/XXXX for XXXX. But as we continued to talk he said he could n't set up another payment because of the letter that went out. He also said that any other payment should be western union. I told him that after the payment of XXXX on XX/XX/XXXX I could pay 2 payments on XX/XX/XXXX and another payment of XXXX at the end of the month XX/XX/XXXX.That would be a total of XXXX. He told me i should be fine he was going to try and extend the date of the letter fromXX/XX/XXXX to XX/XX/XXXX. But after the talk with the customer care dept. I mailed off the loss mitigation packet and went to my mailbox to open the letter from freedom mortgage. It 's a demand letter for all past due payments for XXXX no later XX/XX/XXXXand if payment in full is not made they will require full payment of the entire loan. So with all of the money I have coming in profit sharing and my pay checks to get back on track Freedom mortgage is going to take my home. I would like to believe that they are going to help but after all of the negative reviews from this company I believe that they will just take whatever I give them and if it 's not the total amount byXX/XX/XXXX they will keep it and sell my home. I was working with XXXX but they sold my mortgage to Freedom Mortgage. I have worked so hard to get my home at this point I feel as if my only option is to file bankruptcy. This is not what I want to do but letters speak louder than a Customer service representative saying I should be fine over the phone.
|
| 08/31/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
- Escrow, taxes, or insurance
|
|
Web |
Older American |
|
My insurance company, XXXX XXXX XXXX XXXX, was trying to get a better home Insurance Rate from XXXX. It took 20 days to get a response from XXXX but finally on XX/XX/XXXX, 3 days before the expiration day, we had it. It went from XXXX XXXX plus to XXXX XXXX plus just removing my personal property from the insurance. We tried to make the full payment the same day we were told that Freedom Mortgage had already paid in full the XXXX XXXX dollars a few weeks before. Not an e-mail, not a letter, no information at all even when my account shows clearly that I do not want an escrow account.
When I checked the Freedom Mortgage account a few days later I found a {$4700.00} escrow account not only for the insurance they paid but also for my end of the years Taxes.
After checking the information, they posted on the web site, I called the Insurance Department to ask Why there was an escrow account and why they had paid for my insurance. He was not able to answer any of the questions, so he made a three line with the escrow department. We went over both questions, so the Insurance Dpmt guy went to check with XXXX about my policy. The communication broke so I had to call back again. Insurance guy told me ( a new one ) told me XXXX won't give them the info What????
Then the escrow Department lady told me that it was a company policy to have an escrow account open, even when I told her that it was paid before the deadline ( XX/XX/XXXX ) We argue for quite a few minutes with no agreement. Sorry but if this is not racketeering, it is very close. I'm XXXX XXXX XXXX coming out of a XXXX, XXXX XXXX so I had to involuntarily stop working 3 years ago. My monthly payment has gone from {$1200.00} to {$1800.00}. Let me know if you need any doc 's to send them immediately.
Thanks. XXXX XXXX XXXX
|
| 07/18/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Older American |
|
In XXXX of XXXX Freedom Mortgage cancelled my online account for both of my mortgages with them. I have called repeatedly to get the issue resolved and customer service agents can not tell me why I can not get access to my account information and payment online.
It started in XXXX XXXX when I notices that my login for my account was no longer active.
I have had access to both accounts since XXXX. I have 2 accounts with them, the first account has been since XXXX and the second was since XXXX. I had no problem making my payments for both home thru the online portal.
Here are the agents number and dates that I called to get resolution.
XXXX XXXX - agent XXXX XXXX XXXX XXXXca n't understand why account is not recognized XX/XX/XXXX -agent XXXX XXXX XXXX - Said she would issue an IT ticket to resolve XX/XX/XXXX - Agent XXXX XXXX XXXX -does n't know why its not working XX/XX/XXXX -Agent # XXXX XXXX- doesn't know why is not working XX/XX/XXXX - AgenXXXX XXXX XXXX XXXX Supervisor # XXXX XXXX -Supervisor says that they are having problems with Assumed Loans and that it would get fixed.
XX/XX/XXXX Agent # XXXX XXXX XXXXNo idea why its still not workig XX/XX/XXXX Agent XXXX XXXX -Assumed Loans have no access online XX/XX/XXXX Agent # XXXX XXXX - Incorrect info give by agent about Assumed loans XX/XX/XXXX Agent # XXXX XXXX - Sent another IT ticket for resolution I have been told that my online account problem was due to my first loan being an Assumed Loan. But my second mortgage is not an Assumed Loan and I can not get access to it either. I have also been told that IT would look into it and no resolution has been made.
The portal will not let me establish a new account because the portal says it doesn't recognize my account number or SSN or Names. Either for me or my husband.
|
| 09/21/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
I want to complain about some irregular and disorienting service I received from Freedom Mortgage.
I had a home mortgage, serviced by XXXX XXXX XXXX XXXX. In XXXX, I received a letter from XXXX, dated XX/XX/XXXX, informing me that my mortgage was being transferred to Freedom Mortgage Corporation. My first payment due to them would be due XX/XX/XXXX.
I assumed I would hear from XXXX shortly. Not so. My first contact from them, surprisingly, was not until XX/XX/XXXX, and it was by telephone! The woman was very polite, and asked if I wanted to pay my now overdue bill by phone -- but I told her that I would not pay a bill until I got one, or at least some sort of written correspondence from XXXX.
I finally received a latter from XXXX on XX/XX/XXXX, dated XX/XX/XXXX. Here, finally, was the formal letter I was looking for -- confirming that I was now their customer, giving payment instructions, etc. It reads : " We will start accepting payments from you on XX/XX/XXXX ''. As a matter of English grammar, the word " will '' indicates something that will happen in the future. Overall this company strikes me as disorganized and I have insufficient confidence they will handle my mortgage correctly.
I then got another letter from XXXX the very next day, on XX/XX/XXXX, dated XX/XX/XXXX, chiding me for my late payment. " Consequently, late charges in the amount of {$.00} will be assessed ... '' -- do humans read these things?
I paid my bill this morning, XX/XX/XXXX, and I will set up autopay once that goes through. I guess everything will be alright? I hope so? Wish I felt more confident.
Please note that one exception to my complaint is the person I talked to on the telephone, on XX/XX/XXXX. She was unfailingly polite and friendly, even though I was rather angry at the time.
|
| 09/05/2021 |
Yes |
|
- Trouble during payment process
|
|
Web |
|
|
I have a VA home loan serviced by Freedom Mortgage since XXXX. Automatic payment set up through my bank, always on time, no problems until we refinanced with them in XX/XX/XXXX. Then the roller coaster ride began.
Currently F.M. has requested a supervisor investigate the issue. The issue is a chain of errors starting with their escrow department having us on record as uninsured since XX/XX/XXXX. Our original loan and the refinance documents clearly include an escrow account with F.M. to pay taxes and insurance. Evidence of Insurance was included with the refinance. Mysterious.
Well the chain continues with subsequent escrow analysis based on incorrect records, then incorrect ( lower ) monthly payments, refund of balance in escrow account, failure to act to ( multiple and timely ) requests from XXXX XXXX to pay the annual premium, a new escrow analysis and a new ( higher ) monthly payment, those same monthly payments held in suspense and not applied, late fees.
Since Ive dug into this matter a month ago, F.M. has waived the late fees, naturally and applied my payments. Their Customer Care department also want {$2000.00} from me to cushion the mysteriously on-record/off-record escrow account. Their loan officers want me to refinance with them again yet are unable to help me resolve these issues.
Id like to have an explanation ( a real and true one ) for the vanishing of the escrow account, some renumeration for the time and patience Ive had to employ to educate F.M., investigate the matter and do myself what I actually pay F.M. to do : accurately maintain my loan and escrow account. I dont do this for a living but they do. Beyond all this Id like to trust my Loan servicer to do what they agree to do in the loan agreement. At this time that servicer isnt Freedom Mortgage.
|
| 09/21/2015 |
Yes |
|
- Settlement process and costs
|
|
Web |
Servicemember |
|
Several months ago my wife and I researched refinancing our home in XXXX XXXX, we chose Freedom Mortgage. After several months, and to date ( XXXX XXXX 2015 ) we have not had the closing, but received a letter in the mail from XXXX XXXX on XXXX XXXX 2015 that : " The servicing of your mortgage loan has been transferred from XXXX XXXX XXXX XXXX to Freedom Mortgage Corporation effective XXXX XXXX, 2015 '', etc.
The letter gives the address to submit payments : Freedom Mortgage Corporation XXXX XXXX XXXX XXXX XXXX XXXX with the first payment due on XXXX XXXX 2015.
I made the payment to Freedom Mortgage account number XXXX, and now Freedom Mortgage is sending us another Good Faith Estimate with a completely different interest rate, mortgage payment, etc ...
I was contacted by a XXXX XXXX, Mortgage Processor On behalf of Freedom Mortgage. XXXX ID # XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXXOffice : XXXX ext. XXXX Fax : XXXXEmail : XXXXXXXXXXXX.
by telephone and e-mail. I replied to XXXX XXXX about the situation and my concerns about the original mortgage loan and informed XXXX that I have already started payments on the mortgage XXXX XXXX 2015.
Today, XXXX XXXX 2015, XXXX replied back for me to provide her the loan number so she can look into this.
I am afraid that this may be a scam or a fraudulent transaction, as that XXXX can not locate my mortgage loan number by my name, and that Freedom Mortgage has sent another Good Faith Estimate with different interest rates, etc., trying to fraud me and my family out of my hard earn military retirement / XXXX veteran XXXX XXXX.
Which part of the mortgage process is your issue related to? ( 1 ) No closing occurred with official signatures, ( 2 ) per Freedom Mortgage letter dated XXXX XXXX 2015 to start payments on XXXX XXXX 2015.
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| 05/20/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Application, originator, mortgage broker
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Web |
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My mortgage is currently held by Freedom Mortgage. My wife and I are refinancing our home with XXXX XXXX XXXX XXXX ( XXXX ). Included in the payoff statement from XXXX Mortgage is an 'Accrued Interest ' of {$1100.00}, a 'Bill Fee ' of {$30.00}, and a 'Recording Fee ' of {$86.00}. I asked XXXX why these fees are on my payoff statement as I believe I should only have to pay off the principal of my loan. XXXX is already charging me a {$93.00} Recording Fee. My mortgage was originally financed my Directors Mortgage and my mortgage includes a statement I will pay no repayment fees for paying off the mortgage early. XXXX told me I would have to contact Freedom Mortgage myself for an explanation.
I was able to deduce the 'Accrued Interest ' is the interest Freedom Mortgage is due up until my refinancing with XXXX takes effect. But I contacted Freedom Mortgage to explain the 'Bill Fee ' and 'Recording Fee '. I spoke with a woman named XXXX, employee number XXXX. It was a heated conversation. XXXX told me everyone pays these fees. I asked XXXX if I need the payoff statement to payoff my loan early with Freedom Mortgage, she said yes. I then asked her if there is anyway to get the statement without paying the {$30.00} fee. She refused to answer. I told her if there is no way to pay off the loan without paying these fees then they are pay off fees and thus not allowed. She refused to agree. I asked her what government agency I could file a complaint with. XXXX told me I could file a complaint with the XXXX. When I pointed out the XXXX is a private organization she said she did n't have to tell me what government agency I could file a complaint with.
I believe Freedom Mortgage is charging me a payoff penalty and trying to mask it by calling it a 'Bill Fee ' and 'Recording Fee '.
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| 01/24/2019 |
Yes |
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- Struggling to pay mortgage
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Web |
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On XX/XX/XXXX I requested a loan modification on my home loan due to lose in income and pay rate being reduced. I completed the modification packet provided by Freedom Mortgage and faxed all requested documents in as well as emailed them to Loss Mitigation department for review on XX/XX/XXXX & XX/XX/XXXX. I followed up on XX/XX/XXXX and resent the modification packet again. On XX/XX/XXXX I received a letter from Freedom Mortgage advising that neither of the three modification packets that had been faxed and/or emailed was not received and all information had to be resubmitted. I resubmitted the documents again on XX/XX/XXXX. I then contacted Freedom Mortgage on XX/XX/XXXX due to receiving a letter from them advising again that all information that had been resubmitted, was not received!. The agent on the phone then submitted a request for loss mitigation to go back thru the previous documents received to retrieve all the documents needed. I called back on XX/XX/XXXX to confirm receipt of documents, and check status of modification, I was then advised that I needed to send in documents to confirm my spouse 's income information and my pay stubs which I had already sent in the initial request, along with a Hardship letter. On XX/XX/XXXX I called to confirm receipt of documents was advised that all documents were received but the wrong XXXX document was sent. I call again on XX/XX/XXXX, to check status of modification. Freedom Mortgage rep then advised me to send in again my pay stubs received from my last employer and a letter of hardship. I emailed these documents over on XX/XX/XXXX. I have asked and asked them to decision my Modification, but I keep getting the run around. They'll say I haven't sent a document in or didn't complete it right. I need help to keep my home.
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| 02/03/2019 |
Yes |
- Debt collection
- Mortgage debt
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- False statements or representation
- Attempted to collect wrong amount
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Web |
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Freedom Mortgage Company said that AutoPay was active for one of my houses. I put enough money into that houses account to pay the mortgage for a year. After 3 months I received mail that the house was in foreclosure. I immediately tried to log in to pay the past due amounts but was unable to, and was told to speak with Freedom 's attorneys.
After speaking with the attorneys, they sent me a reinstatement letter from Freedom Mortgage, which listed the past due amount, along with a laundry list of additional fees that were never explained. The past due amount was roughly {$5000.00} - however they tacked on another {$5000.00} in fees. Getting nowhere on answers from them, I decided to hire my own attorneys.
My attorneys could not get answers from Freedom 's attorneys or Freedom Mortgage for months. We unfortunately had no record of the autopay setup, so my attorneys pretty much said that they can keep fighting this - however it will likely result in the house foreclosing. I basically had two options, let the house foreclose due to the ridiculous amount of fees Freedom wanted to collect, or suck it up and pay all the fees so that my credit didn't get destroyed.
So after a whole year of back and forth and getting no answers from Freedom, I finally decided to stop all the bleeding from both sides. The past due mortgage payments were {$17000.00}. I was happy to pay that. However in order to get the loan reinstated, I had to pay them {$26000.00}. The rest were all their fees. This does not include what I paid to my attorneys to try to get this whole issue resolved.
All I wanted the entire time was to talk to someone at Freedom about the fees and see if there was a fair resolution given the circumstances. I am incredibly displeased with how this whole thing transpired.
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| 11/10/2016 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
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I have a FHA loan through Freedom Mortgage.
XXXX XXXX Cooperate office is XXXX XXXX XXXX XXXX, XXXX XXXX The office I am dealing with : Freedom Mortgage XXXX XXXX XXXX XXXX, XXXX XXXX Work : XXXX ext. XXXX Fax : XXXX Freedom Mortgage is hounding me on my F.H.A. loan.
Starting XX/XX/XXXX the letters and phone calls became two and three times a week to refinance.
XXXX of XXXX was a particularly pushy call ; I went around with this man explaining to him that XX/XX/XXXX the PMI would drop off my loan as I fell under the lock time for a permanent payment of the PMI.
Since this call the letters and calls have changed and it seems the worth of my home has changed and then my monthly payments are not showing up ( Since XX/XX/XXXX I have had no problems ).
This has all exacerbated to the point and many arguments and hours on the phone with them, the last call was quite interesting as I was informed that XXXX XXXX was my mortgage provider not Freedom Mortgage, they finally admitted that XXXX XXXX was their XXXX. I was also informed that the reason I will never be able to drop the PMI was there was no appraisal on my property!
When freedom Mortgage took over my FHA loan the program they used was if the last appraisal was within 2 years they would sue that one which is for XXXX. They are using my original loan amount OF XXXX.
Freedom is trying to defraud me with forcing late payments, no appraisal, and Enormous escrow " adjustments ''!
They agreed to send me the recordings and the paper work that they are using to compare the paper work That I have so I started recording the conversations, this has been nothing but a XXXX Situation as I have been a homeowner since XX/XX/XXXX and have never missed nor been late on my house payments.
Would you please look into this for me?
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| 05/03/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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In XXXX Freedom Mortgage sent me the annual escrow disclosure statement with wrong information and charges. On XXXX XXXX I sent them a request to try to fix the issue, I supported my request with XXXX XXXX of XXXX XXXX tax collector print out showing the correct amount due. On XXXX XXXX I received a letter from them indicating they received my written inquiry and that they will be reviewing the information and to give them 30 day to respond. On XXXX XXXX I received a letter from them indicating they are conducting further research and they need 15 more days where a written respond will be sent out by XXXX/XXXX/2016. ( It seems they failed to comply within the time frame they set ).
On XXXX XXXX I did my regular monthly mortgage payment but I did n't include the unjustified new charges since it was under review since XXXXFreedom Mortgage refused to credit my account for this payment and they call me every day demanding the full amount they where requesting. I felt harassed, so I paid them the extra money they demanded and on XXXX/XXXX/2016 I sent them a request to cancel my escrow account since I have a conventional loan. On XXXX XXXX I received a letter from them indicating they received my request and they need 30 days to respond. During this process I was trying to get in touch with someone who can resolve this issue and kept receiving a promise that a manager will contact me, but never happen.
Now XXXX payment is due and I do n't want to keep paying for someone 's mistake. As of now I want them to cancel the escrow account, I will be responsible for paying the tax and insurance on my account and refund me whatever they have in this escrow account.
I really appreciate if you can help me resolve this issue with them. I could be reached at XXXX for any questions.
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| 09/02/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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hello, this people, freedom mortgage are overcharging me {$410.00} for a lapse insurace they say, ive been living in my property for 12 years been thru 3 banks and never had do deal with this kind of harrasment, these people are crooks, ive talked to them, messaged them even spoke to suppervisors.nothing, they say they will fix this and call back, they dissappear they dont care, the worst customer service in my life.
it all started around XX/XX/2020 they send a letter asking for insurance, i contacted my condo assoc asked for the information on the policy and and had them send it to them apparentlly they dont accept that insurance but the worst thing about this is that everything they do is by letters, no emails no calls, that way the customer is the one that gets affected, so it happenend that they sent a letter around XXXX, wich we were on a PANDEMIC, i wasnt checking my mail or couldnt, that they didnt accept this insurance, by the time i was able to see their letter and tried to shop for insurance i couldnt, we were on a PANDEMIC.
until XXXX when i was able to shop for new insurace and get underwrittes which took 2 weeks i send it to them, by the time theyre charging me {$410.00} can you belive this????
this company are crooks, they dont care at all, i need you to contact them and have this issue fixed, they can not just overcharge you {$410.00} for nothing, not only that {$410.00} a month is {$4900.00}, what kind of insurance is that?????????????? i was able to get a whole year of coverage for {$700.00}, can you belive this???
anyways ive been messaging them calling them and they dont care, at all please help me fix this issue.tks FREEDOM MORTGAGE HAS TO BE STOPPED!!!! DO NOT USE THEIR SERVICES AND LET ALL POTENTIAL CUSTOMERS KNOW WHAT THEIR GETTING INTO!!
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| 08/18/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I did not receive a statement notification via email from my mortgage company, Freedom Mortgage for XXXX ( due XX/XX/XXXX ) so I logged into my account online to see if I could view it there and was unable to. It only showed statement through XXXX. So I called them on XX/XX/XXXX to find out why I couldn't view my statement. I was told there was a problem with how my XXXX payment was posted and that's why no statement was generated for XXXX. That made no sense to me. I would think that my mortgage statement for XXXX would still generate and show either a missed payment or misapplied payment. The rep I spoke to told me she fixed the problem and I should be able to view my XXXX statement by the next business day - XX/XX/XXXX. On the XXXX I still could not view the XXXX statement and sent a message to the company via the website letting them know I would file a complaint if I could not view my statement by today. As of today, XX/XX/XXXX, I still can not view the XXXX statement online AND the company assessed me a late fee of {$48.00}! I went ahead and made my XXXX payment {$1400.00} online today and did not pay the late fee since I don't feel I owe that. I have held a mortgage with Freedom for 6 years and never missed a payment or made a payment late or been unable to receive or view my monthly statement. I don't know why they are unable to resolve a simple request for a statement and fix whatever problem they caused by not applying my XXXX payment correctly. The rep I spoke to didn't fix the problem. Also, when I called in on XX/XX/XXXX, I made a request electronically to provide feedback after the call. When the call ended the company called me and indicated I should press 1 to give feedback When I tried to do so, it disconnected. This is horrible customer service!
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| 06/28/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Back in XXXX, I had to switch accounts from which my mortgage payment was withdrawn from ( to a XXXX account ). Prior to that, several months before, I was issued checks for this said XXXX account. Without my knowledge, these checks had the wrong account number on them ( two digits were switched ). Prior to switching to this new XXXX account, I had used the erroneous checks successfully and without notification from XXXX that the numbers were not correct.
When I added the payment information to Freedom Mortgage using the erroneous check number, I was not immediately notified that the account information was incorrect. I received a letter from Freedom two weeks after the payment failed mentioning the account number was wrong. I thought that maybe I inputted the check number wrong, as I had no idea the account information on the check was incorrect. By the time I received any notification from Freedom Mortgage, I had a late payment and a negative credit reporting. It wasn't until this time that I realized the account information was wrong. Again, XXXX used did successfully withdraw payment to another vendor using one of these checks.
I am complaining because Freedom Mortgage did not give me adequate time to find and adjust the error. In a communication with them, they claimed they called me on three separate dates. My phone records do not show any calls from them. They also said they were unable to leave voicemails. In a further communication, they said they don't always attempt to leave voicemails. I had a perfect payment history with all companies, over XXXX in liquid assets on a $ XXXX mortgage. They did not provide adequate time ( mailing a letter weeks after the delinquency ) and I could not find the error in time. Then they lied about actually calling me.
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| 10/15/2018 |
Yes |
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- Trouble during payment process
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Web |
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Due to family court case I had falling a payment behind, the entire time I was in contact with them trying to work something out they refused didn't have anything to offer me they are do not care about my business that has been made obvious. I caught up on my Mortgage on my own with no help or offers to set up a payment plan it was clean they wanted to take my house from me because it's Valued around 300k and I owe XXXX so they want to take it sell it and make money off me while collecting unnecessary PMI Fraudulently collect insurance that isn't needed and doesn't exist. They have charged me 2 {$20.00} Fee 's illegally they claimed someone came to my house to check on it lol. No one has EVER come to this property EVER! they lied to charge made up Fee 's. I have 24 video surveillance and asked for the description of the car and person because they are lying and never once came to my property. I paid all my back and late fee 's they are now charging extra just cause they can. I called the FHA and they said I only have to pay PMI if my loan is 90 % no equity which I have in writing from the FHA which said to file an FCC Complaint which I have I did. I asked Freedom if I paid for the appraisal if they would remove the PMI sense there is no GAP if my house was sold today by the bank the would get 280-300K so there is no reason at all for PMI. They false advertise that they try and find was to lower your loan FLAT OUT LIE. I Found they way and they refused they charge extra 20 fees illegally. They reversed my online payment in order to charge more fee 's. Also they stopped sending me statement so I would have trouble paying sense the online system doesn't work correctly their employee gave me the wrong XXXX XXXX to mail it in so they could collect another late Fee.
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| 03/07/2018 |
Yes |
- Mortgage
- Other type of mortgage
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- Trouble during payment process
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Web |
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I purchased a home through a local bank in XX/XX/XXXX at which time I was told to file for homestead exemption in XX/XX/XXXX. The mortgage was subsequently sold to Freedom Mortgage. I filed and subsequently received homestead exemption from the local taxing authority and was directed to inform my mortgage company ( Freedom Mortgage ) of the new estimated tax bill in order to have an escrow re-analysis performed to update ( and lower ) my monthly mortgage payment which includes insurance and taxes. I sent Freedom Mortgage the letter from the taxing authority informing them of the approval and new estimated taxes on XX/XX/XXXX. I was told at that time that the escrow re-analysis would take place within 30 days. I called Freedom Mortgage multiple times in the month of XX/XX/XXXX to receive updates on the escrow re-analysis process and was told it was in the works and that it would be resolved byXX/XX/XXXX and that my new payment would be reflected on my XX/XX/XXXX mortgage statement. I called on XX/XX/XXXX to get an update on the process after having reviewed my XX/XX/XXXX billing statement and noticing no change. I was promptly told that I would have to wait a full 12 months until XXXX for the escrow re-analysis to take place when the XXXX tax bills are generated meanwhile paying double into my escrow account at the non-homestead exemption tax rate. I expressed my displeasure to the representative at the disservice and the fact that I had followed all steps required by Freedom Mortgage in the XX/XX/XXXX phone call. By not re-analyzing my escrow amount, I am paying into escrow nearly double the amount of taxes I will be charged. This money could be used elsewhere or invested. Instead, it is tied up in escrow and will be refunded to me in XXXX due to an overage.
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| 04/13/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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Regarding Freedom Mortgage loan : Old loan Acct number : XXXX and New loan Acct number : XXXX. I applied for refinancing of mortgage loan with the same company, Freedom Mortgage. Signed closing documents on XX/XX/XXXX.
After multiple phone calls and emails to various departments, I was not able get answers and resolution to these issues. Issues of contentions are as follows : 1. I was not provided with an Payoff Statement and breakdown of charges at the time of closing.
2. Payoff Statement that was provided at a later date had a different net dollar amount than what was stated in the XXXX Settlement Statement.
Payoff Total Net : {$400000.00} ( Exhibit B ) XXXX Statement Payoff Net : XXXX ( Exhibit C ) Difference of : {$48.00} overpayment.
3. Looking at the Payoff Statement provided ( Exhibit B ) -there were extra charges made on interest and late payment fee.
Since we closed XX/XX/XXXX : I should only be charged with interest for XX/XX/XXXX to XX/XX/XXXX in the amount of {$1400.00} ( See Exhibit A ). However, I was charged {$2400.00}. There was an overpayment on interest in the amount of : {$1000.00} Furthermore, I was charged with a late payment fee of {$100.00} but no document was provided to me by Freedom Mortgage why I was charged with late payment.
4. Lastly, I have sent my XXXX payment in the amount, {$2900.00} to my old account and it was received by Freedom mortgage XX/XX/XXXX. However, Freedom Mortgage returned it to me after two weeks but {$78.00} less than what I have paid. Since all XXXX charges have been added to the Payoff note, I should have been refunded the full amount of my XXXX payment.
This is time-sensitive since Freedom Mortgage has sold my mortgage loan to XXXX XXXX. I would like these issues resolve before the sale transfer.
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| 09/27/2020 |
Yes |
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Web |
Servicemember |
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Refinanced my mortgage with the same company ( Freedom Mortgage ). When I was closing XX/XX/2020 ; I noticed that the mortgage amount was awfully low. I then discovered that my escrow was incorrect, I mentioned this to the individual who I was closing with. I was told to contact the loan officer and ask for an escrow analysis. I sent the loan officer and email on or about XX/XX/2020 to inform him about the account. I made several calls to the customer service department to get an escrow analysis. I was told I would have it in a week and it took over 4 weeks with me calling and requesting. I was very displeased with the way things had happened that I requested to speak with the person in charge of customer service. A supervisor had informed me that she sent my request via email to the person in charge of customer service and that she would respond to me. This went on for about 3 weeks and no reply. I then asked to speak with the president of the company and no reply.
I submitted a complaint to the local XXXX XXXX XXXX and finally someone contacted me. I had expressed my displeasure with the company and how my account was handle. She listen but when I had asked to speak with someone of authority I was told that the refinance department would contact me. I called her back to inform her that no one has contacted me.
I find it very disheartening that a customer who has an issue can not speak with someone with authority to inform him/her how things were handled. I originally refinanced to lower my payments not to increase them because of their negligence. I would be more sympathetic if my loan was coming from another financial institution, but being refinanced from the same company, is something else. They had all of my records and knew what my escrow was.
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| 04/20/2022 |
Yes |
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- Trouble during payment process
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Web |
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I was " passed to '' or bought by Freedom Mortgage in XXXX of XXXX. I never had any problem until Freedom has been my mortgage company. My payment started out at $ XXXX and had potentially increased to $ XXXX in XXXX until I raised XXXX about whatever is going on with this company and my account. I have to call them 2 or 3 times monthly because of major discrepancies. Finally one of the representatives agreed that something was not right on my account and had the company do " research ''. My payment went from {$1300.00} ( the payment that was increasing from {$1300.00} in XX/XX/XXXX ), to {$1300.00} due to this research. Now I'm wondering about the balance. Is it correct?
Ever since I've been with Freedom they have been literally hounding me to refinance by sending two big packets, calling and sending notices to me!
In XXXX things really took a turn for the worst. All along, they kept constantly telling me that my Escrow was insufficient and my payment kept increasing. Finally, this year after they threatened to increase my payment once again from {$1300.00} to {$1300.00} for XXXX 's payment, I said, " If they're taking out almost {$700.00}. for my escrow each month how can I be so short so much? '' I feel like my payment is skyrocketing out of control! In XXXX I had decided that I needed to babysit Freedom and keeping very close track of my Escrow, but things are continuing to spiral.
In XX/XX/XXXX they took two payments out of my account for $ XXXX and they had to refund a payment.
In XX/XX/XXXX they took my payment of {$1300.00} ( my new payment after the research ) and then tried to take out {$1400.00}, charging XXXX non-sufficient fund fees to my account for {$30.00} for a total of {$60.00}. What can be done? Their are too many errors being made.
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| 11/13/2019 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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My spouse and I are retired XXXX XXXX and XXXX XXXX XXXX veterans. Our complaint is regarding an inaccurate balance Freedom Mortgage is reflecting for our mortgage. We also would like to report the poor customer service they are providing when we continue to contact them regarding trying to audit our account to receive the correct balance. We recently completed our Chapter XXXX bankruptcy in XX/XX/2019 ; at completion the Trustee sent Freedom Mortgage a check for Notice of Final cure Payment in the amount of {$16000.00}, the amount required to cure the default in the claim ( document 1 ). On XX/XX/2019, we received a demand for payment notice from Freedom Mortgage in the total amount due of {$17000.00} ; for payments for the period of XX/XX/2019 XX/XX/2019. This total is a compilation of {$16000.00} in principal, interest, & escrow, {$220.00} in late charges, {$1300.00} in fees and costs to date, {$1000.00} in less amount in suspense ( document 2 ). We have Freedom Mortgage statements dated from XX/XX/2019 - XX/XX/2019 showing the irregularities from statement to statement. The Freedom mortgage statements for XXXX and XX/XX/2019 shows a credit of {$900.00}. We have uploaded the payment history for our account showing money begin posted in suspense which is accruing interest and late fees. We have contacted Freedom Mortgage on several occasions requesting an audit on our account and have been told that they can not discuss our account directly with us however, through our bankruptcy lawyer. We contacted our bankruptcy lawyer and he stated there was nothing he could do, as we are out of bankruptcy as of XX/XX/2019. We are request assistance in receiving an accurate amount concerning our mortgage balance. Any assistance in this matter is greatly appreciated.
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| 08/17/2020 |
Yes |
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- Struggling to pay mortgage
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Web |
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I've had my house/mortgage for a year via my FHA loan. I haven't been late on a payment once. In XXXX, I was offered the benefit of the Forebearance feature of the CARES Act and was made to understand that essentially this would put a " PAUSE '' on my need to make mortgage payments for a period of time, and that those payments would simply be added to the end of my loan period.
I keep a close eye on my credit report, and use the XXXX XXXX and XXXX apps regularly. I've noticed over the past 3 months that I've been on Forebearance, that I'm getting notifications that the balance on my mortgage has been increasing!!!
In XXXX, when I agreed to the Forebearance, my loan balance was XXXX ... .. now my balance is XXXX!!!
I called my mortgage company to clear up the situation, I can understand if the original interest is still accruing on my loan, however, when you add it up, XXXX over 3 months comes out to about XXXX per month .... that's my usual monthly mortgage .... that means that they're charging me 100 % interest on the missed payments!!! How is that supposed to be " helping '' me???
Putting the payments on " PAUSE '' is not the same thing as DOUBLING THE AMOUNT THAT I OWE .... that doesn't help me, and I was not informed that this would be the circumstances. As a matter of fact, I don't think that the representatives at the time of the offer even had a clue that this would be the case. THIS IS NOT RIGHT.
I believe that my balance should have remained the same, XXXX and that missed payments should be added to the end of the term of my mortgage. If there is some slight amount of interest, 3.5 % is my rate, then that is fine ... .. but my rate is certainly NOT 100 %.
Please help to resolve and correct this situation. Thank you for your help.
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| 12/08/2022 |
Yes |
|
- Struggling to pay mortgage
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Web |
Servicemember |
|
I am sending this complaint in as instructed by XXXX different VA representatives who identified that I was being wrongfully serviced. I fell behind on my mortgage due to the pandemic/covid 19 and I was not offered the VA PARTIAL CLAIM. my mortgage company automatically put me in a loan modification program changing my apr from 2.5 % to 6.7 %. On several occasions told me that I didn't qualify for the program and also that the program was no longer available. They also stated that I said I could not continue my mortgage payments although I called them and told them I could. When speaking with the VA they informed me that I was entitled to the partial claim and that the company had enough time to submit me for it. During this process, they also put me up for foreclosure before any attempts to get me back on plan. XXXX different VA representatives informed me that they have more than XXXX complaints of wrongdoings from Freedom Mortgage Company with similar stories. the full Partial Claim that the VA offered ended on XX/XX/XXXX however I never received that option yet on XX/XX/XXXX they just offered me the loan modification which double my mortgage payments. Secondly, I was told by all XXXX VA representatives that there is another partial claim that is available until XXXX of XXXX, and every time I speak with FREEDOM MORTGAGE Company they tell me that it is not available. Although I am being told by the VA I am eligible and that the program is available. I am a XXXX veteran that would like to save my home. thank you for all your help in advance. I was on time with my mortgage and bills until XXXX never been late. until I eventually ran out of savings and my income changed dramatically. I am ready to move forward and get caught up with my mortgage.
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| 12/08/2019 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
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|
Web |
Servicemember |
|
I began working on a VA interest rate reduction refinance loan with Freedom Mortgage who is also my current lender. When we reached the time to began closing the loan I noticed the payment would be {$100.00} higher than my current mortgage. The lender stated it was due to the adding requirements for flood insurance. I currently have insurance without flood insurance from the origination of the loan. It was reviewed at that time flood insurance was not required. I let the lender know this is not what we agreed to and to cancel the loan. He checked with his Vice President of Freedom Mortgage who argues that I need to take it up with FEMA. The attached document clearly states flood insurance is not required in my area and this document was provided by the mortgage company. I also have a map of my location and an email from the city engineer who have validated that we are not required to have flood insurance. I have attached my conversations with the loan specialist, what the VP said, the maps provided.
Hi XXXX, Mayor XXXX talked to me about the issues you were having regarding potential flood insurance, and asked me to look into it further. I pulled the official FEMA floodplain map for your address, which is attached. This map shows that your property is located in XXXX XXXX XXXX, which is not a Special Flood Hazard Area ( SFHA ). All land is given some sort of designation, which can be confusing. The determining factor should be if a property is located in a SFHA, as mentioned is section D of the flood insurance certificate they provided you. Feel free to give me a call to discuss further.
Thanks, XXXX XXXX, XXXX XXXX XXXX XXXX/City Engineer City of XXXX XXXX Direct : XXXX | XXXX General : XXXX | XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, MN XXXX
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| 09/20/2017 |
Yes |
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- Struggling to pay mortgage
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|
Web |
Servicemember |
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First, I am a XXXX XXXX XXXX XXXX Veteran on a fixed income of {$3300.00} per month, with a VA Loan and payment of $ XXXX monthly. I have been trying to get assistance for over a year since I lost an income amount of {$940.00} per month that I had been receiving. This is what caused me to fall behind. Please see hardship Letter and letter from Housing Counselor at XXXX XXXX XXXX XXXX/XXXX XXXX XXXX XXXX. I went to XXXX, on XX/XX/XXXX at which time I was XXXX payments past due on my mortgage. The Housing Counselor submitted for a modification on XX/XX/XXXX when documents were reviewed I was declined for insufficient income. It was at this time I contacted my VA Rep-XXXX XXXX. XXXX discovered that they had doubled my car payments ( two cars ) which caused me to be disqualified. Once this happened, and the VA informed Freedom Mortgage, I was asked to submit again, which I did on XXXX, and again I was declined on XX/XX/XXXX for not enough income. Since our house was scheduled to foreclose originally on XX/XX/XXXX it was postponed. My wife, XXXX started working onXX/XX/XXXX for the additional monthly income of {$2100.00} which should qualify us for the modification. We do not want to lose our home. In addition I would like to tell you that XX/XX/XXXX has made many mistakes in my case review -- example ; Asking for wife to sign all documents, and actually had already been sent in to them, they requested a letter as to how much my wife was going to contribute of her pay to the housing expense, also sent in on a notarized Non-Borrower Form also had been overlooked. It make me feel like they do not want to help me and are discriminating me because I am a XXXX veteran. PLEASE HELP I NEED THIS MODIFICATION, I have XXXX kids and this would traumatize them.
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| 09/16/2019 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I applied for refinance through my current lender, Freedom Mortgage, the first week of XXXX, 2019. I was told we could do a streamline refinance on our FHA loan and also remove our co-borrowers at the same time, as long as our credit scores qualified. They pulled our credit and gave a pre-approval based on credit scores and check stubs. After a few weeks they finally got the title cleared with the co-borrowers removed. Several different people ( at least 6 ) from XXXX have dealt with my file since I started this in XXXX. Some of those people asked me for the same documents that I had already sent to someone else. I would go several days without hearing anything and then call for an update and they would ask me for more information. Last week, they had me still conditionally approved based on some explanations they needed for my credit report and verification of income. I sent them the explanations and they verified income and sent back to underwriting. Then, this morning, I get an email saying my file was denied due to " obligations in excess of income ''. No phone calls, no more explanations. I have tried several times to reach my loan officer and his manager, left voicemails and emails and have not been able to speak with either of them all day. I don't see how I was conditionally approved and then, all of a sudden, after two and half months, they deny my refinance based on debt/income ratio. They had my credit and income information from the very beginning. If there was a problem with debt to income, why would they have conditionally approved it to begin with? They had me sign 3 different loan estimates throughout the process as well. I have attached screenshots of some of the emails throughout the process with names and dates/times shown.
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| 07/02/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I took a 30 year home loan for {$180000.00} on XX/XX/XXXX. I have since paid the remaining balance down to {$170000.00}. I paid 5 % down on the original home price of {$190000.00}. I was required to have PMI.
Since our original purchase, our home value has increased dramatically. We invested heavily on a remodel, as well as general home value increasing in the neighboring area. I have attempted multiple times to remove my PMI with Freedom Mortgage and have not received any recognition or response.
In XXXX, our tax assessment increased to a total of {$210000.00}, which means our ratio was close to the 20 % threshold. I wrote a written letter on XX/XX/XXXX and requested that our loan be reviewed and if necessary, I would pay for an appraisal to show the value had increased. I received no response.
On XX/XX/XXXX I received an updated tax assessment of our home being valued at : {$240000.00}. At this value, we have significantly beyond the required 20 % ratio.
On XX/XX/XXXX I called and requested PMI to be removed. The customer representative once again reiterated the need for the letter to be written, but explained that an email with an attached letter would suffice. She said they would respond with the approved appraisers to use.
On XX/XX/XXXX I wrote an email including an attached letter requesting PMI removal again. I explained that I would pay for a re-appraisal to prove the updated home value if necessary.
On XX/XX/XXXX I followed up on the email and explained if I did not receive a response by XX/XX/XXXX, I would be following up with the CFPB.
XX/XX/XXXX -- I have received no response from Freedom Mortgage.
After repeated calls and written letters via postal and email, I have received no response to my request to remove PMI.
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| 04/10/2023 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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Freedom Mortgage, XXXX XXXX XXXX XXXX, TX XXXX - Loan # XXXX XX/XX/XXXX, Freedom made premature payment on property insurance after I informed them not to pay because, I had the policy carrier to reduce the annual cost. They overpaid by {$780.00} which the insurance company refunded to me in-turn XX/XX/XXXX ; I paid the {$780.00} back into loan escrow which should cause overage in escrow. Then XX/XX/XXXX Freedom did an Escrow & Interest rate analysis in-turn stated there is escrow shortage as their cause to increase the escrow & interest rate on my mortgage. They established their total monthly amount due which is setup for auto draft from my bank account yet since XXXX, XXXX, XXXX they created " shortage fees '' and informed me that they took it from escrow, yet monthly statement reflects they did not correct their error - and each month have me overpaying while they blame me for their ERROR $ and take more of my money! Atop this, five months later here in XX/XX/XXXX, they did ANOTHER escrow & interest analysis, and they state {$100.00} escrow surplus ( should be greater for I deposited {$780.00} ) and mailed {$100.00} AND WITH NOTICE THAT THEY INCREASED INTEREST RATE AGAIN ( they raised interest rate back in XX/XX/XXXX ). I DEPOSIT THAT {$100.00} BACK INTO THE ESCROW FOR THEY KEEP CREATING ESCROW SHORTAGE - NOW THEY SAY ESCROW OVERAGE AND THE VIOLATION BY LAW CAN ONLY INCREASE THE INTEREST RATE ONCE A YEAR! THEY ARE SCREWING ME OVER WITH FALSE ESCROW SHORTAGE, TAKING MORE MONEY FOR THERE WAS NO SHORTAGE AS THEY ISSUED AN SURPLUSS - THEY BY LAW MUST REDUCE THE INTERESTE RATE! I SEND THEM MESSAGE AND THEY TAKE NO RESPONSIBILITY FOR THEIR ERRORS- THEY MAKE RUSE EXCUSES! I DEMAND REDUCTION IN INTEREST RATE FOR THEY JUST RAISE IT XX/XX/XXXX!!!!
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| 06/16/2018 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
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Web |
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Company : Freedom Mortgage ( Ironic name ) XXXX XXXX XXXX XXXX, TX XXXX Background : We were selling our home and had closed on XX/XX/XXXX and were assured that the wire transfer would be received before XX/XX/XXXX.
On XX/XX/XXXX I called Freedom Mortgage at XXXX and spoke with XXXX ID : XXXX. I was calling to make sure that if the wire transfer was received that day that there would not be a hit on our credit. The representative placed me on hold and assured me that it would not affect my credit. I was willing to make a payment but since he started as long as your closing documents show before XX/XX/XXXX. It will not affect your credit I was on the phone with this gentleman for 20 minutes to ensure there would be no discrepancies with my credit. Yet here now I have a late payment reported from this lying company that has dropped my score over 100 points!!
Our documents clearly show that we closed before XX/XX/XXXX!! When I called in ( talked with XXXX ) I was willing to make a payment!! I even asked if I needed to send in my documents showing we had closed on that date!
I am absoutely FURIOUS that I was lied to! I had the money to make the payment and was happy to do so!! The call with XXXX was recorded and all of the conversation and my attempts to take care of this can be heard.
Because I had made an honest attempt to resolve this, reached out to ensure that there were no problems, and was LIED TO about what would occur next from the companies representatives, the correct thing for Freedom Mortgage would be to remove the derogatory mark from all 3 of our credit reports. They got their money! All XXXX of it!! Why would they need to ruin the lives of three people trying to get by.
I would appreciate a prompt response to this matter
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| 11/08/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Payment process
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Web |
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Our mortgage was transferred from Freedom Mortgage to XXXX on XX/XX/XXXX. On XX/XX/XXXX, I noticed a payment still went out to Freedom Mortgage for the amount of our monthly payment as I forgot to cancel the old recurring payment. I immediately contacted my bank who stated it was too late to stop the payment. I then tried to call Freedom, but was given the runaround with the automatic system and could not reach a person, as the system kept saying I no longer had an active account associated with my phone number. So I submitted a secure message and they responded asking for proof of transaction. I sent them this and they initially said they have no record of the payment. I pushed back and they stated they needed " further research and would respond by XXXX. ". I responded with proof of the transaction again, and they are now stating XX/XX/XXXX for even a response. This is unacceptable as I have documented proof of the transaction and they have just shy of {$2000.00} of our money that they are not giving back. Freedom has been an absolute nightmare to work with, they have already hurt my credit score b/c I never received the escrow notice that the payment went up, and I was still paying the old amount. Supposedly they called, but never left a single voicemail. Just marked a missed payment and tanked my score, even though I was still paying the old amount.
All that to say... please help us get our money back. Freedom Mortgage has deplorable customer service and we never want to do business with them again. We will make sure no one else we know does either.
I have attached a statement from my bank with the transaction highlighted on XXXX to Freedom Mortgage. You can see there was also a payment made to our new servicer for the same amount.
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| 12/29/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My mortgage loan was transferred from XXXX XXXX XXXX XXXX ( XXXX ) to FREEDOM MORTGAGE on XXXX XXXX, XXXX. I made my XXXX payment to Freedom Mortgage from my checking account on XXXX XXXX, XXXX. Subsequently, on XXXX XXXX, XXXX I received a letter from Freedom Mortgage dated XXXX XXXX, XXXX indicating that they had " not received my XXXX payment in the amount of {$2800.00} making my loan past due ''. I called customer service on XXXX/XXXX/XXXX and at their request I submitted proof of payment from my bank. Freedom Mortgage then initiated an investigation. I subsequently received a letter from Freedom Mortgage dated XXXX/XXXX/XXXX stating that " After reviewing your account, our research indicated that the payment for {$2800.00} was returned on XXXX XXXX, XXXX at the request of XXXX XXXX XXXX XXXX '' On XXXX/XXXX/XXXX I sent an email to Freedom Mortgage Customer Service asking for an explanation as to how happen I make an on time XXXX payment to Freedom Mortgage and then the payment is RETURNED at the request of a 3rd party ( XXXX )? Returned where? The payment did n't come back to me. I made the XXXX payment to Freedom Mortgage and now Freedom Mortgage is sending me notices as if my payment was n't received and that my account is past due. This experience has left me with an extremely poor first impression of Freedom Mortgage as the new servicer of my mortgage loan. To date Freedom Mortgage has not adequately addressed my inquiry and a timely response has been lacking. I have not yet submitted my XXXX payment to Freedom Mortgage because I have no confidence in what they will do with it. Will a 3rd party request that payment too and will they send it away again without my knowledge or consent and then persist in sending me past due notices?
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| 05/01/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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I refinanced my home loan with Freedom Mortgage to wrap in a home equity line of credit and to get a lower interest rate. The closing on the new loan occurred on Tuesday XXXX XXXX. The loan proceeds for the first loan were paid off on XXXX XXXX.
According to Chapter 27 - Real Estate Settlement Procedures, Section 2605, sub-section ( g ) Administration of Escrow Accounts, " Any balance that is in the servicer 's control at the time the loan is paid off shall be promptly returned to the borrower within 20 business days or credited to a similar account for the new mortgage loan to the borrower with the same lender. My new loan already had included six months of prepaid escrow money.
Repeated calls were made to the lender both by me and by my local Mortgage Officer for the company that had the Line of Credit. The lender 's call center and Escalation Department all could see my balance sitting there in a closed account. None could explain why the refund was not issued or what delayed it. The first call was made to the lender on XXXX XXXX to inquire on the status. The XXXX business days from the loan payoff was XXXX XXXX. I finally had a call from the Escalation Department at Freedom Mortgage that the check was sent on Monday XXXX XXXX. The check was dated XXXX XXXX but the envelope was postmarked Friday XXXX XXXX and arrived in my mailbox on Monday XXXX XXXX. So the check was mailed 27 days following the required XXXX business days ( in other words 47 business days after they received the loan proceeds to payoff the original loan ).
I told them that the action was a violation of Federal Banking Regulations. This particular 20 business day regulation was amended to the law on XXXX XXXX, 2010 as an action stemming from the XXXX XXXX problems.
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| 04/12/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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|
Web |
Servicemember |
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I have been in the process of getting my home refinanced since XX/XX/XXXX I am writing this on XX/XX/XXXX. I have been ignored by members of this company, I have been fed excuse after excuse from this company and have had my loan officer changed multiple times. The latest most unforgivable offense, has just happened this last week. after confirming the closing and signing date I received an email from the company to e-sign the last documents. These documents were not in my name, they were instead in the name of my step father who was supposed to be coming off of the loan. we are now potentially needing to delay the signing of the refi that has already taken almost half a year to process because of their incompetence. The only reason I had even considered going with Freedom Mortgage was because they currently hold my loan. I made the mistake of assuming that because I had never had an issue with them when paying my monthly mortgage I would have no issues doing my refi with them. I could not have been more wrong. The final straw that made me write this complaint was a phone call I received today from them, at my place of business, to confirm my stepfathers employment. My stepfather doesn't work where I work, he is long since retired and has never worked at my work. This was 4 days after calling and notifying them of their mistakes. clearly they had not stopped what ever process they had started and their company is wildly disorganized. furthermore I am concerned that with this blunder that other errors are being made. is my stepfathers credit being run? he never authorized it if it has. It only leaves one to wonder what other mistakes are being made that no one is noticing. I would never, ever recommend Freedom Mortgage to anyone I know
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| 05/12/2021 |
Yes |
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- Incorrect information on your report
- Account status incorrect
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Web |
Servicemember |
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On XX/XX/XXXX, my house had a burst water pipe which caused a flood within the home. Due to this mishap, I was required to pay out-of-pocket to cover damaged expenses and repair expenses. This led to a difficulty to cover the upcoming XXXX mortgage payment. That same day, I called Freedom Mortgage XXXX FM XXXX and spoke to a representative from their Mitigation department. I described the scenario and ask if it was possible to have a deferral of XXXX 's payment. The woman authorized the deferral and told me that I would not be debited the XXXX mortgage payment. In XXXX, I received a notification from XXXX stating that they had tried to debit my account twice but I had insufficient funds. I again called XXXX and spoke with another representative and explained the deferral, they then recommended that I begin a repayment plan for the missed XXXX payment. I started the repayment plan on XX/XX/XXXX and paid each month until the amount owed was payed off in XX/XX/XXXX. On XX/XX/XXXX, I received a credit report stating that I had multiple missed mortgage payments thus making me ineligible to receive another VA loan. I contacted XXXX immediately and disputed the missed payments. They initiated an investigation into the matter but concluded that since I was entered into a repayment plan, not a deferment plan, the payments made were marked as late thus causing the missed payments on my credit report. I have brought the matter to their Escalation Department and made an official complaint, but they refuse to acknowledge the miscommunication and correct the matter. I am currently in the process of selling my house and retiring from XXXX XXXX military, I am now unable to buy a new home at my next location due to the negligence caused by XXXX.
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| 06/03/2016 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
Servicemember |
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The 3rd week of XXXX XXXX, Freedom Mortgage XXXX, notified us we were short on XXXX Escrow. The shortage was caused by an increase in the home owners insurance premium, which we were not notified of. We changed insurance companies, which resulted in the premium going down {$500.00} for the year. The old insurance caused a shortage of {$1600.00}, we overnighted the full amount to the XXXX office, per the instruction of the company. We call a few business days later to see, if the check was placed in the XXXX Escrow account. We ask if they had the new insurance company information and new payment schedule.
We requested the new amount for the monthly mortgage payment with the corrected escrow. We were told the XXXX Escrow check was supposed to be mailed to XXXX. As of today the {$1600.00} funds have never been correctly deposited to the XXXX Escrow account, despite the memo on the check specifically state " XXXX Escrow. '' We paid a {$600.00} house note, which was sent to Escrow for unknown reasons. The XXXX Escrow has never been figured, so to date after trying to the right thing for 8 weeks, we have made ZERO progress. We have called at least once, if not twice a week to see what updates have been made. We rarely if ever are able to transferred to a supervisor. We have yet to talk never talk to same person or the same office. I do n't know they just have bad business practices or what. Freedom Mortgage has not returned any of the phone calls as promised. We have a VA ARM loan and on paper it is a great deal, we strongly suspect the mortgage company is not making any money on the loan, so they are trying to force us into a conventional loan against own will. They also send us information on their conventional loans a min of weekly.
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| 10/05/2023 |
Yes |
|
- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
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Web |
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We been having problems with Freedom Mortgage for XXXX years now. But latest and final problem is. We was behind on our payments. Thats our fault. But XX/XX/2023. We got a statement in the mail pay this amount to catch up on the past due. It was XXXX, xxx. So I went to my wife and told we need to get this in the mail today. I went to the bank and got a XXXX check from our bank. Then went straight to the XXXX office and mailed it off. So on the XXXX of XXXX. It would go to XXXX XXXX airport then to XXXX airport. So by XX/XX/2023 the payment was in XXXX to go to freedom mortgages payment center.
So XXXX XX/XX/XXXX we called up to you there to find out if they had the payment they said no. We asked them what we should do. The lady that was talking to you oh sure us and we were fine they would find the payment. We even asked if we should make another payment because we just got a XXXX insurance policy XXXX in so we had the money. I love warm is it every mortgage. Said no, we didnt need to. That wed be OK. We go back to the XXXX once again. We were told we were OK so we didnt worry about our house being sold. Because they were saying we would be oh right. Well, our house got sold on the courthouse steps to freedom mortgage. And then I went over to the other ocean and got sold to freedom mortgage and then all of a sudden on XX/XX/XXXX freedom mortgage sold it to this company that is now having a certificate out of our house. I have to reverse ensuring that everything was gon na be OK. This is not OK Oh, I know its that big XXXX had that check in the fan. After XXXX days they held the check they finally sent it back to us and it was dated the XXXX. when the sale date was the XXXX Im leaving at this from now. Thank you for your time.
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| 12/08/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
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|
Web |
Servicemember |
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I switched banks in XX/XX/XXXX. XXXX setup a monthly auto-payment to pay {$1400.00} to Freedom Mortgage on XX/XX/XXXX, when payment was due, using my new bank account. Unfortunately, the payment did not process. Many other transactions to other services processed successfully and I missed the fact that the mortgage payment did not process. I received a letter in the mail on November 2nd, 30 days later, stating that I had missed a payment. I immediately logged on, discovered the error and payed {$1500.00} which was the payment due on XX/XX/XXXX in addition to the late fee of {$59.00} along with {$1400.00} which was the payment due for XXXX. On XX/XX/XXXX, I received an alert from XXXX stating that my credit score had decreased from XXXX to XXXX.
Freedom Mortgage did not tell they were reporting a late payment. They did not provide me an opportunity to resolve the issue before reporting the late payment. Freedom Mortgage did not send me an email, a text message or a phone call to inform me that payment was not received. Freedom Mortgage DID HOWEVER make NUMEROUS phone calls asking me if I would like to refinance my mortgage. After telling them no multiple times, they continued to call. They left voice messages at times asking me again and again if I would like to refinance. Not once did they call me or leave a voice message to let me know my payment for XXXX was not received. I did not about the issue until I received a letter in the mail on XX/XX/XXXX - after 30 days has passed.
I have been a Freedom Mortgage customer since XX/XX/XXXX ... 9 years. I have NEVER missed a payment or been late on a payment. I do not believe Freedom Mortgage provided me an opportunity to address this issue and that is why I am disputing this issue.
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| 01/29/2017 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
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|
Web |
Older American |
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This letter was sent to Freedom Mortgage after numerous verbal attempts to get them to reverse the late charges they assessed me. I sent them numerous proofs that I had made the XXXX and XX/XX/XXXX mortgage payments on time.
XX/XX/XXXX Freedom Mortgage Re : Loan XXXXXXXXXX Mortgage Holder XXXXXXXXXXXXXXXXXX In XX/XX/XXXX, you notified me that I had not paid my mortgage payment on time. After this, I provided you with a copy of my XXXX bank statements for XXXX & XX/XX/XXXX. They showed that I had paid my mortgage payment on time in XXXX and XXXX through my online banking. I subsequently sent you a " proof of payment '' from my online banking account.
When I made my XXXX payment, you applied it to my XXXX payment and then notified me that I was delinquent in my XXXX payment. After it became apparent that you were not going to process my XXXX payment, I voided it and sent you a replacement payment.
If I had written you a check and mailed it to you, I would have no proof of payment on time. If the check was not delivered by the postal service, I would not know that until you informed me.
If a payment check was misplaced or lost at your firm, you would consider me to not have made the payment. Obviously, I would not know that had occurred either.
Neither of us can determine what happened to the online payment for XX/XX/XXXX. However, I have supplied you with proof that I fulfilled my obligation by making a timely payment of my XX/XX/XXXX mortgage payment.
You charged me a {$110.00} late fee which you took out of my normal " additional principal curtailment '' payment. I would like that fee reversed and have the {$110.00} applied to my principal.
Your refusal to do that would reflect very poorly on your business ethics.
XXXX
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| 03/21/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
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On XX/XX/XXXX I received a letter from Freedom Mortgage that my XX/XX/XXXX payment had not been paid. Since they had been closed for the holiday until XX/XX/XXXX I could not speak to them. On XX/XX/XXXX I called as soon as they opened and spoke to XXXX. He stated that they did receive my payment for {$920.00}, but that my interest rate had increased for XXXX of XXXX and I owed {$100.00}. I paid Freedom Mortgage over the phone the same day the amount that was due.
I expressed my concern that I did not want it to effect my credit score and they said it would not. I also asked for proof that my rate went up and they said they sent a letter but had no proof it was sent to me or that I was notified.
On XX/XX/XXXX I checked my credit report with my bank and found my FICO score had dropped from a XXXX to a XXXX because Freedom Mortgage had reported that I had a payment 30 days overdue. Again, I disagreed with that since they didn't notify me and they were not open on XX/XX/XXXX. If they were I would have been within the 30 days.
I called on XX/XX/XXXX and spoke to XXXX and XXXX and a grievance was filed against Freedom Mortgage to remove this damaging report. I again called on XX/XX/XXXX and spoke with XXXX about my concern and that I wanted to speak to the decision makers who they would not let me talk to. I also complained about the lack of follow up that I had made the {$920.00} on time but they failed to let me know it was short.
On XX/XX/XXXX, I received a letter from Freedom Mortgage stated they would not take the negative reporting off of my credit report. Again, they do not take into account that I paid the bill on time and even the additional payment would have been on time if they would have notified me or been open.
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| 08/25/2022 |
Yes |
|
- Trouble during payment process
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|
Web |
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Our FHA mortgage was paid off on XX/XX/2022. Due to being paid through a court appointed trustee additional payments were sent after the loan was closed. A payment in the amount of {$4000.00} was applied to escrow on XX/XX/2022 and a payment of {$1400.00} was applied to escrow on XX/XX/2022.
I have contacted Freedom Mortgage to return the escrow funds via phone and email a minimum of 5 different times. They keep telling me that they have to research why the funds have not been returned. I got tired of hearing excuses so I completed some research of my own.
It was through my research that I found SS 1024.34 ( a ). This said that once a loan is closed the mortgage company has 20 days to return funds in the escrow account if they are not rolled over into a new loan.
I sent a message to Freedom Mortgage on XX/XX/2022 noting this protection and they emailed me back the same generic message that it needs to be investigated and they need until XX/XX/2022 to complete the investigation.
They have quoted me at least 5 different dates that the investigation should be completed by and not once have they ever completed anything related to my request to have the funds returned to the trustee.
I am at my wits end trying to get the funds returned as they would help us pay a good portion of our bankruptcy off and they should have been returned long ago. I am not sure how they are supposed to have 20 days to return the funds but they have taken almost 4 months already and there is no end in sight for they funds will be returned.
I am trying to get some oversight involved in the hopes that it will help Freedom Mortgage comply with precedent when it comes to returning funds on a closed account.
Any help would be greatly appreciated.
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| 04/15/2019 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
On XX/XX/XXXX of 2019 my husband and I assumed a VA mortgage from a seller with Freedom Mortgage and we are beyond dissatisfied with their handling of this account. The first issue was that we were informed 4 days after we closed that the previous owners of this mortgage had a {$1300.00} shortage in their escrow impound account and it was not disclosed to us in the process of closing. Their explanation was that it was disclosed to us by telling us what our estimated monthly escrow payment would be. We were not made aware that it included an increase in that payment due to the deficit.
Second, I asked for an escrow analysis be sent to me to see after this incident and I was shocked at their accounting practices. Some months they pay into the account, other months they do not, and sometimes they double up the payment into the impound account. We tried to resolve the whole thing with them by writing a letter to their escrow department and asking to drop the impound account. We are more than capable of paying for our homeowners insurance and taxes. They declined and said XXXX XXXX backed their loan and the rules are that you need to have an impound account for two years. Then they retracted that statement and said it was their own rule. For the life of me, I can't get a person on the phone who can help me there. I reach a dead end in the 40 or more hours I have been on the phone with them. I start with the XXXX number, escalate it to a supervisor, then the their " ambassador '' level and every time, they say they will look into it and call me back and NO ONE ever does. I have a list of every phone call and all the supervisors I have spoken with and their ID numbers. I can't get my loan serviced. Help! See attached documentation.
|
| 11/07/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
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On Friday, XX/XX/2018 at XXXX, I received a call from my mortgage company Freedom Mortgage . The rep explained that there was an alleged shortage in my escrow and that they were planning on increasing my monthly payment by nearly {$100.00} each month. They had done this very same thing last year though nothing whatsoever had increased, including my taxes. This year, I changed my homeowner 's insurance company which increased my total insurance charge by {$200.00} for the entire year. Having researched this on Saturday, XX/XX/2018, I called Freedom Mortgage back and explained that there was no justification to increase my mortgage by {$1200.00} annually for a simple {$200.00} homeowner 's insurance increase. I further explained that I would be comfortable with them raising it by {$17.00}, which is {$200.00} divided by 12 months ( the {$88.00} visible on the attachment was a one time charge for a different insurance company that I quickly dropped and that {$88.00} should not play any part in the annual increase calculation ). Their response was that they want to implement a buffer, which I declined when I originally opened the mortgage. When I asked the rep if my original choice to opt out of a buffer should stay in place for the life of the loan, he gave a non-answer and said " technically yes but no. '' He went on to say that Freedom Mortgage had miscalculated the escrow and they had paid out more in previous years as a result. Since my mortgage is 5 years old, I explained that they should have caught their error years earlier and that it is not fair to penalize me for their bad math. It was their mistake, not mine and I should not be obligated to correct their error which lasted several years until they finally caught it.
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| 08/13/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Our loan was sold to Freedom Mortgage and at the time of the sale we noticed a {$700.00} increase in our payment. It went from approximately {$1100.00} to {$1800.00} a month. We immediately called when our payment was due to have the issue resolved and discovered that they added an insurance policy for flood that was already being covered by our condo association. We contacted our association and gave them all the information they needed to correct the issue. Next and to make matters WAY worse, they re-evaluated our escrow and submitted a tax code that included the taxes for the ENTIRE building not just our unit. Our new tax bill was {$53000.00} a year on a condo we paid under {$200000.00} for. This equals {$4000.00} a month. We immediately gave them the correct tax code and have been contacting them 2x per week for the past 10 weeks trying to get this taken care of and everytime we call we get a new person and a promise to have a manager call us back. After 10 weeks a manager has NEVER called us back. They are urging us to make the payment as is with all the extra charges or get a forbearance. We are able to pay what we are supposed to but refuse to pay for two insurance policies ( we have always paid through our association ) and the taxes -- I don't even know where to begin with this issue. We are now in default and I am worried about foreclosure, it is 2 am I haven't slept in over a week and need this issue resolved. I am so desperate I am actually considering selling the condo we love to get out from this nightmare. I am able to pay the correct amount for our mortgage and ready to pay for the 3 missed payments today! I need this issue resolved ASAP. Please help! Our credit is ruined and that also needs to be fixed.
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| 07/21/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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To Whom It May Concern, On XX/XX/XXXX I was provided a contact for a loan at 7.125 % with no points pay down, a loan origination fee of ~ {$1500.00} and a rate lock fee ~ {$500.00} which included the appraisal fee. XXXX XXXX XXXX, XXXX XXXX for XXXX XXXX, NMLS ID # XXXX provided me this contract and I signed it on XX/XX/XXXX. Offically entering into an agreement with Freedom Mortgage.
I used this information to make decisions to sell my home, to buy another home and to pick closing dates. Also, based on the agreed upon rates and fees I made decisions not to shop this loan as it was a great deal.
On XX/XX/XXXX, 6 days before we are supposed to close we received a closing disclosure that had a rate buy down fee of {$5400.00}, and an appraisal fee of {$250.00}. These fees were not in the original agreement. We believe this was done intentionally to force us into an unfair position essentially forcing us to choose to either agree to the extra loan cost or risk being sued by the sellers of the new home for breach of contract. Also, by not agreeing to these new extra costs we are being forced to find temporary housing while we seek a loan with lower costs.
For resolution : We would like to continue to do business with a freedom mortgage at the original agreed upon rates and fee schedule which included no rate buy down fees and no appraisal fees. We also request Freedom Mortgage to pay any cost associated with temporary housing as a result of us needing to now shop this loan resulting in an extended closing date. We also request freedom to pay attorney fees and cost associated with lawsuits from 3rd parties that XXXX result in our inability to close on the home that we were going to purchase at XXXX XXXX XXXX XXXX XXXX
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| 11/30/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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On XX/XX/XXXX, I spoke to a XXXX XXXX at ( then ) JG Wentworth -- now Freedom Mortgage -- about refinancing. He took my information and, after deciding he could get my mortgage refinanced, told me to apply and that he could get it done by XX/XX/XXXX. I sent all the documents he requested that same day. He did not disclose that AG Wentworth had been taken over by Freedom Mortgage. Had I known that this company was about to be transitioning to new ownership, I would not have applied. I had many choices, as I went through XXXX to find lenders. He chose not to tell me -- I know that he knew of the change because I asked him later, after I found about it from the loan processor when I was informed that she couldn't access all the documents I had e-signed.
It is now XX/XX/XXXX. This is what we learned : 1. The notary came today, and I was told that there was an escrow fee -- XXXX said when we spoke to him XXXX that there would be no fees. The notary talked to the escrow company, pointing out that there was a credit to be applied, so no fees. The person she spoke to said that that was wrong, and that fees would be applied.
2. Property taxes, homeowners insurance, and flood insurance were paid by the borrower and not to be included. However, the lender added flood insurance to the mortgage, raising the monthly mortgage. Loan processor didn't inform me of this. No one told me that Freedom Mortgage required this.
I refused to sign the loan. I'm now searching for another lender, after three months of waiting. I wasted money on an appraisal, unless I can find somewhere that will accept the one they did.
This loan rep was dishonest. This whole process was like being taken for a ride. Very unprofessional and disreputable.
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| 03/29/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Complaint Details During the pandemic, Freedom Mortgage offered a program forbearance. We applied for the program because my wife has her own business that closed temporarily due to the population she works with. This was a huge loss for us. When the Forbearance was completed we were told that we had to pay the entire amount of the forbearance back in XXXX lump sum. We were put into loss mitigation. Then we told we had to make payments on the XXXX of every month for XXXX months to have the ability to pay on line, which we did. Freedom Mortgage sent out a new payment packet via XXXX XXXX and they put the package in our front door. We were never told it was sent. We do not use our front door and we didn't know it was there until we received a letter stating it was null and void because we didn't return it. I asked to have it sent again. I was told had to start over and fill out all of the paperwork for loss mitigation. After filling out all of the paperwork, we were told we were not in compliance with the submission of a completed loss mitigation packet despite doing so. I filled it out again and sent it. At the end of the time period we were then told that it was never submitted because it was incomplete. Upon filing it again we were always told a different story as to what was missing I then was told that it wasn't right and that they needed something else. I have been given a direct contact name that you can not reach. I have asked them to contact me directly by phone, they have not. I have called in many times to make payments and ask questions and have been told different things by their customer service. I am once again being asked to send in different documentation. I have all of the emails, paperwork saved.
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| 08/09/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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In XX/XX/XXXX during the height of the pandemic, my wife and I separated. At that time she took her income and I was left taking on all the debt. She later left and I was stuck struggling. On top of that because of the covid situation I did have a reduction of income. I struggled, and thought my only option was to enter a forbearance with my mortgage company to get some sort of relief. Fast forward to XXXX of XXXX I was doing better and I elected to resume payments. I entered a loan modification process. During the process I discovered there were documents my wife, and soon after exwife had to sign. I had no contact with her nor did I know here whereabouts. I still don't know. The divorce is final and I can't proceed with the loan modification because the mortgage company refuses to accept my application because I can't get the quitclaim deed signed by my exwife ; even though my divorce decree explicitly gives me ownership of the home. I'm stuck. The crazy thing is I'm allowed to sell the home regardless of my exwife being on the deed but I can't refinance. It's so ridiculous to me. I get these " reach out if you need help '' and they thank me for my military service while screwing me out of my home. I continue to file for a loan modification to buy me sometime so i can find a solution but I'm running out of options. I don't know what to do and facing foreclosure. I can't believe this is being allowed to happen ; and apparently I '' m not the only one this is happening to. The pandemic has caused a lot of pain included tension in marriages that has led to divorces. Someone needs to be made aware of this because they are screwing people like me, who wants nothing more than to resolve this matter and keep my home.
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| 02/02/2024 |
Yes |
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- Trouble during payment process
- Escrow, taxes, or insurance
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Web |
Servicemember |
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Contacted Freedom Mortgage, requested for the XXXX Analysis pertaining the possible shortage.
1 ) THEY GAVE ME LAST YEAR 'S ( XXXX ) AND I DIDN'T REQUEST FOR THAT!
2 ) RETURNED THE MESSAGE BACK TO THEM AND DEMANDED THE ESCROW FOR THIS YEAR.
3 ) THEY SENT ME A " LAYOUT PLAN '' FOR XXXX STARTING XX/XX/XXXX - HOW MUCH MY MORTGAGE WOULD BE BUT WOULDN'T TELL ME WHAT THE SHORTAGE WAS!
4 ) I REQUESTED THE SHORTAGE. THEY FINALLY TOLD ME IT WAS {$930.00}. I PAID IT IMMEDIATELY.
5 ) THEY REFUSE TO GIVE ME THE " CORRECTED '' AMOUNT OF THE MORTGAGE - BECAUSE THEY INSIST ON THE " PAYMENT PLAN '' OF {$690.00} A MONTH! ( THAT'S WITHOUT THE ESCROW SHORTAGE PAYMENT ).
6 ) I SPOKE WITH THE REP OVER THE PHONE AND ORDERED HER TO TELL ME THE AMOUNT BECAUSE I ALREADY PAID THE SHORTAGE! SHE TELLS ME " OH WE DON'T ACCEPT SHORTAGE PAYMENTS, IT'S AUTOMATICALLY 'TACKED ' ON TO YOUR NEW PAYMENT! '' - SHE KEPT ARGUING WITH ME OVER THE PHONE MAKING ME SOUND LIKE I AM " TOTALLY XXXX AND 100 % XXXX ''.
I HAVE DEALT WITH MORTGAGES - BOTH COMMERCIAL AND RESIDENTIAL FOR OVER 50+ YEARS!
DO NOT TELL ME I DIDN'T WARN YOU GUYS THAT FREEDOM MORTGAGE ARE 100 % XXXX THEY ARE SCAMMERS! I HAVE PROOF OF SUCH!
BECAUSE THEY REFUSE TO DISCLOSE WHAT THE 2ND OPTION WAS AFTER YOU PAID THE SHORTAGE! I HAVE REPEATEDLY REQUESTED FOR THAT INFORMATION!
IN ADDITION, THEY DO NOT MENTION A SINGLE WORD HOW MUCH YOUR MORTGAGE WOULD BE IF YOU PAID THE SHORTAGE -- -> TOTAL OF 5 PAGES OF NOTHING NOTHING BUT ESCROW ( SHORTAGE ) PAYMENT PLAN WOULD BE FOR THE ENTIRE YEAR! AND XXXX ( XXXX ) PAGE OF ANY AMOUNT IF YOU PAID THE SHORTAGE!
PS : CFPB - I HAVE THE REASON TO BELIEVE THAT THEY ARE INTENTIONALLY " ADJUSTING '' TO FIT THEIR POCKET BOOKS - AKA " XXXX XXXX ''!
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| 04/05/2022 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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My original mortgage was serviced by XXXX XXXX XXXX XXXX and later transferred after I refinanced in early XXXX. Currently my mortgage is serviced by Freedom Mortgage Corporation. In XX/XX/XXXX I received the escrow account disclosure statement ( attached ) indicating my account had a Shortage Amount in escrow due to an increase in taxes or insurance. To avoid changes in my monthly Mortgage payment I elected to pay the Shortage Amount in full, {$240.00}, with my XX/XX/XXXX payment and contacted Freedom Mortgage to determine the best method for payment of the additional amount. My XXXX payment included my current mortgage amount, {$2100.00}, plus the {$240.00} shortage payment. See Mortgage Statement dated XX/XX/XXXX attached.
In spite of the Shortage payment made in full to reach the required minimum balance in Escrow with my XXXX statement, I noticed in my XXXX Statement the Escrow amount shows an increase of {$43.00} ( {$420.00} to {$460.00} ). I dont understand why, nor has ( Freedom Mortgage ) the mortgage servicer been able to explain satisfactorily the increase.
The Escrow Account Disclosure Statement indicates the Projected Minimum balance and the Required Minimum balance to determine the Shortage Amount. By paying the Shortage amount I shouldnt have the shortage spread automatically over the next 12 months or an adjustment to my currently mortgage payment amount of {$2100.00} without any data to support the adjustment.
Please see attached statement XX/XX/XXXX as a point of reference for my original loan amount before the XX/XX/XXXX increase.
The contact person ( Escalation Specialist ) I spoke with at Freedom Mortgages name and information is : XXXX XXXX Email : XXXX Ph. XXXX or XXXX ext : XXXX
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| 06/30/2020 |
Yes |
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- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
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Web |
Servicemember |
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Starting in XX/XX/XXXX, I began the process of refinancing my VA Loan. I kept making payments, and sent in my payment on time for XXXX. FREEDOM MORTGAGE CORP, decided to not apply the payment and instead sent the check back around XX/XX/XXXX. I still was on late as the payment wasn't due until XX/XX/XXXX. I then tried pay by phone and they stated I was not eligible to make a payment over the phone because I was in the process of refinancing. FREEDOM MORTGAGE CORP then even before 30 days past sent a late payment of 30 days to all of the credit Bureaus, I believe in an effort to prevent me from refinancing. Luckily I was close enough to closing that it did not affect my negatively at the time. I contacted Freedom Mortgage Corp Loan at ( XXXX ) XXXX about my Mortgage ID number is XXXX, they at first tried to deny that I sent them a check so I forwarded them a copy of the check and the return envelope they said they would fix the error, but nothing ever happened. I am in the process of relocating to another state and need to be able to purchase a home using my VA Loan privileges again and I am worried this will negatively affect my ability to get a loan or at the very minimum prevent me from getting as low of an interest rate as possible. I have sent multiple disputes using the various Credit Bureaus and the dispute keeps coming back that the record it accurate. I am hoping I can obtain some help from you in this matter. I will also try and reach out to the VA Home Loan Group and file a complaint there as well, because I am sure I am not the first Veteran to be treated this way by FREEDOM. They address is XXXX XXXX XXXX XXXX XXXX XXXX, IN XXXX.
I really hope you can help me out with this problem. Thanks so much
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| 06/12/2021 |
Yes |
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- Trouble during payment process
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Web |
Older American, Servicemember |
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MY mortgage was paid off/ transfer on XX/XX/XXXX. Freedom mortgage is still holding XXXX} in loss draft and have not released it. It has been six weeks and many phone calls with no help. Customer service has sent 3 emails requesting the money be released and returned. On XX/XX/XXXX the insurance department notified loss draft that Freedom no longer controlled the money and it needed to be transferred. As of today XX/XX/XXXX, customer service notified me that loss draft still had the money and they were emailing/ requesting the money be released. I spent 45 minutes with them. I started with customer service and was told I need to talk to loss draft, loss draft told me I needed to talk to customer service and transferred me back to customer service, they told me I needed to talk with loss draft. I explained loss draft had sent me back to customer service. Customer service then sent another email requesting they release the money. My understanding is that not one of the previous emails has ever been responded to. Each call assures me that the issue is being addressed and I will be receiving my money so I can in turn pay the contractor the remaining amount on the repair completion. Six weeks since my loan was satisfied with Freedom Mortgage and they are still holding my money. At best it will be another two weeks but I have no hope of that happening. All work is completed on my home and the contractor is waiting for the rest of the money. I am responsible to make that payment even when Freedom Mortgage feels they can hold my money. I informed each person I spoke with tonight that it was my last call with them and I would be filing a complaint because nothing was getting done at Freedom Mortgage to correct this.
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| 01/07/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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I have made XXXX significantly sized payments, $ XXXX each, on the mortgage company 's website specifically indicating that the payments were to be applied to the principal. However, in XXXX instances the payment was applied as 'unapplied cash ' and did not reduce the principal of the loan. Thereby, the interest being accrued daily is overcharging me.
On the first instance of the payment I contacted the mortgage company and was advised it would take a day for the amount to be reposted correctly. It did not. Instead it took four days of my checking and persistent calling for the large transaction to be correctly applied against the principal of the loan. Hence, an incorrect calculation of the daily compounding interest went on for four days.
I advised mortgage company at that time I was going to make another payment against the principal. Same outcome. The payment was applied to 'unapplied cash ' and not to the principal of the loan.
In light of these transactions it can only be concluded that there is a systemic problem with Freedom Mortgage company and how they incorrectly handle principal only payments. They do not apply these payments correctly and the debt holder is the one that bears the brunt as they have an over calculated daily interest amount owed. If it had not been for my repeated follow up, I do n't think the payments would have ever posted against the loan principal. How many other consumers may be have had the same issue but did not realize the mortgage company 's improper book keeping that accrues interest in their favor?
An authority really needs to review how this company conducts there business as I suspect there are many others that have had interest over charged on their loan.
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| 05/31/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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In XX/XX/XXXX I contacted my mortgage lender to explore my options about removing my private mortgage insurance. My original mortgage was taken in XX/XX/XXXX. I refinanced in XX/XX/XXXX to a 15yr note. I have had my mortgage for 7 years. I have never had a late payment and on a 15 year note Im building equity quickly. I was told in XX/XX/XXXX that my PMI was scheduled to be 'rolled off ' in XX/XX/XXXX and that I could opt to pay for an appraisal if I chose to cancel it right away. The gentleman on the phone was calm and explained everything. I chose to pay the PMI until XX/XX/XXXX rather than incur the expense of an appraisal. After I made my XX/XX/XXXX payment I expected my XX/XX/XXXX payment to reflect the changes that this gentleman explained to me, however they were not. I made several follow-up calls and was told this same story regarding my PMI being rolled off in XX/XX/XXXX. This afternoon I spoke to a very courteous customer service person who explained to me that this is not the case and that I would be required to pay mortgage insurance for the NEXT THREE YEARS due to the fact that my re-fi is less than 5 years old, or pay for an appraisal from their recommended appraiser. However, if the appraisal came back at less than my original mortgage amount I would have to rely on this new LTV. They are in breach of contract and I don't know where else to turn. I just want out of my PMI, and my escrow account closed. I have never had trouble making my mortgage payments and just I wish to exercise this option as it was explained to me - when I have achieved less than 80 % LTV and had no late payments in 24 months. They are abusing our contractual relationship by imposing arbitrary and capricious terms.
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| 02/23/2021 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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Freedom Mortgage, who handles our loan failed to make our property taxes on time. The property taxes for our home are due by XX/XX/XXXX. Contact was made to our mortgage company several times as we were concerned our taxes were not paid due to late notices and payment delinquent notices received. As of XX/XX/XXXX after contacting our local tax property tax department, no money has been received and as of this date our taxes are still delinquent. We have until XX/XX/XXXX to pay these taxes and if not paid our home will at a point be sold or advertised to be sold ( this information was told to me by the local authorities for unpaid taxes ). This is a very stressful time as we were under the impression this company was taking care of our property taxes. After contacting Freedom Mortgage about our concern, we were told that the payment was made on XX/XX/XXXX, nearly 2 months late. As of now, no payment has been received and we will be left to pay the balance to avoid any tax lien.
We do have an escrow account and have it set up for our home owners insurance and property taxes to be paid by the mortgage company. I recently checked my statement and account and it does state that taxes were taken from our escrow account on XX/XX/XXXX. Why were they not taken out of escrow and paid in XXXX of XXXX, when they are due? How long are we supposed to wait for this check to be received? What if it does not get there, or is lost? We are on a time line of days as of now and unfortunately we are left to pay the balance or possible lose our home. Another concern we have is our home owners insurance. Will this be paid on time? Do we have to worry about our taxes not being paid at the end of this year and further years?
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| 11/18/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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freedom mortgage purchased my loan from my previous loan servicer, in XXXX with out my consent. Due to the high interest I am paying, I tried to refinance with freedom mortgage to lower my payment in XX/XX/XXXX. After all required documents were collected, the loan officer I worked with know by the name XXXX told me the higher interest rate than what was printed on their website that day and I did not proceed. In XXXX of XXXX I tried to refinance my mortgage with different bank. By the time I was about close, I was overwhelmed by mails and phone calls from freedom mortgage asking me if I refinance with them, they will match or bit ant interest from any other financial institution and I do not have to pay mortgage origination fee and pay little no closing costs. To take the advantages of offers, I started the process of refinancing with freedom mortgage in the beginning of XXXX. Back then I was told the process will take the maximum of 6 weeks. By believing in them I submitted first round of all required documents to them. Then after, I was overwhelmed by calls and emails from a minimum of 11 people pretending to be all are from freedom mortgage. I submitted all requested documents. After they received whatever they requested for, almost none of them replied to my calls or emails. Now I am in my 8th week since I started the process. While I understand the effects of code 19 pandemic, I consider the process is unfair and discriminatory and most of the people who are involved looked either my coworkers or my neighbors. Is this fair business practice?
the people involved are 1, XXXX XXXX XXXX 2 ) XXXX XXXX 3 ) XXXX XXXX 4 ) XXXX XXXX 5 ) XXXX XXXX 6 ) XXXX XXXX 7 ) XXXX XXXX 8 ) XXXX XXXX 9 ) XXXX XXXX
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| 05/05/2022 |
Yes |
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- Trouble during payment process
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Web |
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On XX/XX/XXXX I received a called from my insurance agent stating my mortgage company, Freedom Mortgage put a stop payment to a check sent to my insurance ( FHA LOAN ) for the premium due to an address discrepancy. My agent also advised that this is a time sensitive matter and if they dont receive payment with a weeks time frame my home insurance policy would be canceled. So to give you the back story, This summer marks our 4 year anniversary at this home with this mortgage company and we have NEVER changed an address nor have we ever given them the address they are mentioning. I once had this same issue in the pass ( like a year or so ago ) with them and it was supposed to be updated. We have always had an FHA loan since purchasing and they have always made all payments as well as premiums to my insurance. So yesterday ( XX/XX/XXXX ) I contacted the insurance department and spoke to representative XXXX about my current issue. After being on and off hold for a total XXXX minutes, XXXX did confirm that XXXX XXXX XXXX XXXX is my mailing address. As for the property location the address is XXXX XXXX XXXX XXXX its completely wrong and he couldnt tell me why or when this happened. He stated he would email the claims department for further investigation. Asked to please allow XXXX for a response. We agreed and that was the end of the conversation. Today I received a call from him stating that XXXX received a response back from the claims dept and they are stating that after further evaluation the address ( XXXX XXXX XXXX XXXX ) is correct and if I don't agree I need that I need to dispute and submit a XXXX form? Not even sure what that form is. I need help and I need them to fix the issues they created.
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| 08/15/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My mortgage is financed by Freedom Mortgage. In XX/XX/XXXX, Freedom Mortgage paid two ( 2 ) mortgage insurance policies for XXXX out of my escrow account. One of these policies had already been cancelled and billed by mistake. Freedom Mortgage still paid it without notifying me or questioning the fact that they were billed by two different insurance companies. When I asked them about it, they said if they receive any bill from an insurance company with my property address and loan number, they will pay the bill. This created a shortage in my escrow account. In XX/XX/XXXX, Freedom Mortgage performed an escrow analysis on my account and raised my payment to make up for the shortage. This was reflected on the XX/XX/XXXX statement. When I saw this, I called and investigated the reason for the increase. I had to contact the cancelled insurance company and have them refund me the money. I was advised to do this by Freedom Mortgage and was told once the money was back in the escrow account, they would do another escrow analysis and correct their mistake and back date it to the increase. I finally received the money from the insurance company in XX/XX/XXXX and transferred that amount to the escrow account. Now, Freedom Mortgage will not back date the reduction in payment to the increase caused by their mistake. I also requested that Freedom Mortgage no longer pay my mortgage insurance from my escrow account as I do not feel there is any oversight on how they handle my money. This was denied by them in XX/XX/XXXX. Freedom Mortgage mishandled the funds in my escrow account and will not back date the corrected escrow allotment to the date of the increase, created by their mistake, as they told me they would.
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| 11/30/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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I wanted to take advantage of the new lower mortgage rates. I contacted my existing mortgage company, Freedom Mortgage, thinking it would be a more straightforward process since they knew of my payment history, etc. This process started on or about XX/XX/2020. A Loan Advisor gave me a mutually agreed rate/term, and I moved forward with the new loan.
Numerous calls, many representatives at all levels of ranking in the Freedom Mortgage Corp., 139 emails later, a prior complaint with the CFPB, and I am still fighting the same fight. Mortgage Freedom agreed on many occasions, verbally, in emails, and on legal documents that I signed that they were NOT going to escrow any flood insurance, homeowners insurance, and any other type of account. Plus, there must be many recorded conversations about this as well, since it is their protocol.
Nevertheless, when I received my first mortgage statement on XX/XX/2020 ( due XX/XX/2020 ) with the new loan account, they included an escrow amount and required it as part of my monthly payment. I will NOT pay any escrow, no need, I DID NOT AGEED TO, and now Mortgage Freedom is holding me accountable for it? This is wrong, shameful, fraud, misinformation, deception, bait and switch, and a scam. I am determined to expose this bad practice to every authority that governs this process and this institution.
Now, I have been an ideal customer. Never a late payment, never a missed payment. And at this point, it is beyond shameful the ordeal Freedom Mortgage has put me through. The hours I have spent, and my time is valuable is inexcusable. I urge you to stop this immediately. Freedom Mortgage must be held accountable for their malpractice and egregious customer service.
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| 08/19/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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In XXXX of XXXX Freedom Mortgage lost our XXXX Mortgage payment. We were sending them checks via receipt requested certified mail due to our filing chapter XXXX bankruptcy in XX/XX/XXXX. We have proof ( attached ) that the check arrived at Freedom Mortgage but was never processed. When we discovered our payment had not cleared the XXXX XXXX my wife call Freedom Mortgage. They advised us to wait a couple of days and the payment would be credited to the day they received it. After two more days my wife called again. The Supervisor suggested we cancel the check and send in another check. We sent in XXXX and XXXX payment on the same check. ( attached ) ( Our concern was our Bankruptcy was due to be discharged in XXXX and if we were late on the Mortgage it would void our bankruptcy after 59 of 60 payments to the court ) Attached are records of correspondence with Freedom Mortgage : 1. 13 phone calls with dates and names of Freedom Mortgage representatives from XX/XX/XXXX to XX/XX/XXXX trying to get this straightened out.
2. Canceled checks and electronic transfer records showing we have NEVER been late during the time in question.
3. Copies of credit reports showing Freedom Mortgage has reported us 30 days late on numerous occasions.
4. Credit report showing XX/XX/XXXX payment was credited on XX/XX/XXXX and still reported 30 days late for XXXX.
Since our Bankruptcy was XXXX we have been unable to purchase a much needed replacement vehicle due to subprime interest rates. XXXX XXXX XXXX was XXXX now due to incorrect multiple 30 day late reported XXXX.
As you will see by the attached documentation I hope other Freedom Mortgage customers aren't put through what we have been through. Please help!!!
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| 09/01/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
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Web |
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Hello, My mortgage co. is Freedom mortgage, I had forbearance program, after that I had 3 trial payments in XXXX, XXXX, and XXXX of XXXX with an interest rate of 3.125 % I paid everything on time, in XX/XX/2022 they sent me loan modification documents, right before that my last name was changed from XXXX to XXXX, I contact the company in that regards and they told me to send the name change documents and they will change the name, I email the documents in XXXX XXXX since that time I talked to so many people at Freedom mortgage asking about my updated documents, everyone tells me something different, one person tells me not to pay after the trial and wait, and the other person tells me NO, keep paying your mortgage and I did, I call every 2 weeks or once a month whatever they tell me when to call asking about the documents. ( please see the calls log and comments ) and I requested a list from the company for all the call logs, you also could listen to all the calls because they were recorded by the company. Now they sent me new documents with an interest rate of 4.875 % I can't pay that much and I want to keep my home for me, my wife, and our XXXX children XXXX XXXX XXXX XXXX XXXX
I need your help, I could afford the old payments of {$2700.00} but I will have a very hard time paying the new payments of {$3100.00}. it took Freedom mortgage over 4 months to send me the documents, and now they changed my interest rate. I have so many companies that called me to refinance with a very low-interest rate but told them I'm happy with my company and I have a 3.125 % interest rate. I am asking you and freedom mortgage to honor the 3.125 % because it was their fault for taking that long.
Thank you, XXXX
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| 04/21/2022 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
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I am trying to save my house from forclosure and have been mislead by my mortgage company since XX/XX/XXXX. I completed all paper work and was accepted by loss mitigation department, received a forbearance plan and made all my payments and was told that I was doing everything right paper work was already back from under writers in XX/XX/XXXX and once I made my final payment in XXXX the paper work would be sent out to sign the restructure of the loan and begin my account out of foreclosure. I then check back in XXXX and was told due to covid things were running behind. I made another payment as they requested. I called back in XXXX and they said they would request an update and made another payment and was told they would have someone review. I got a call back and was told all my paper work was ready to come out to me and sign would be with me in 7-10 days. I did not receive this paper and called back again made another payment and was told they would check into this. I then received a call back saying I had to fill out the packet again and send in and then a decision would be made. I completed all this paper work but have received paper work from an attorney that this was now in foreclosure. I called back today to the company and stated everything I was told was noted on the account and was mislead and stated I was going to be looking into an attorney and if calls were pulled they would show I was greatly mislead by the company not just by 1 or 2 but by 8 to 10 people and now my house is in danger. She even stated today that they wouldn't even need to pull the calls as everything I have said was notated on the account and they messed up big time and action would be taken with those employees.
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| 10/06/2021 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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In XXXX of 2019 I was in a hospital for the entire month with complications stemming from my parathyroid XXXX. I am not married nor do I have a significant other so I paid my bills a bit late that month. More specifically, my mortgage with Freedom Mortgage is due on the XXXX of every month but in XXXX of 2019 I paid it on XX/XX/XXXX at XXXX p.m. because of being hospitalized. I have a computer generated receipt with the Freedom Mortgage letterhead on top of it, stating the date, the time and the seconds of the payment. Even though my payment was made on XX/XX/XXXX, well before being 30 days past due, this pathetic company reported me as being 30 days past due to all three major credit bureaus. I talked to them as well as the credit bureaus and even forwarded the receipt from Freedom Mortgage website that clearly stated what time and date my payment was made but Freedom mortgage would not remove the negative payment history from the credit bureaus. This egregious act has caused my credit score to plummet almost 100 points as well as prevent me from doing a 100 % VA XXXX out loan on my home in order to help my XXXX sons, of which I am a single father, pay for their college. I am a XXXXyear-old retired XXXX veteran that XXXX XXXX XXXX and hand in a XXXX XXXX in XXXX from an XXXX XXXX and this is the first time in my life that I have ever had a negative remark put on any of my credit reports. I am pleading with someone to give me the help that I deserve. I recognize the payment was not made on the first of the month as is the language in the contract but the payment was not 30 days past due and I have proof stating exactly that! Thank you for whatever help you may be able to give me. XXXX XXXX
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| 05/09/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
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2 separate issues : 1. On XX/XX/XXXX, I attempted to make a payment via my usual method, for some reason the website only took my additional principal payment, not my standard Mortgage payment. I was NOT contacted about being late for XXXX, due to this error on THEIR website, although they claimed I was. I have proof no voicemail was ever left or email ever received. Once I realized this had occurred, I made both payments i ( and a thrid payment for XXXX ) including the late fee on XX/XX/XXXX ( one payment for the missing XXXX, and for XXXX ). I was reported 30 days late for XXXX. I sent them a message per their website recommendation. No response for over 40 DAYS. I called during this time, in which they credited back the late fee to my principal, but unbeknownst to me two weeks later ( ~XXXX XXXX ) I was reported as late.
2. Second issue : I have statements clearly stating on their website as well as my own records that on XX/XX/XXXX I made payments for XXXX, XXXX, and XXXX. Right now, their website indicates my next payment is due XX/XX/XXXX, yet they reported me 30 days late AGAIN for XXXX.
This Servicer tries to avoid assisting in any way by forcing their customers to use poorly working websites, tedious phone trees, and 30 day turn around SLAs for answering questions via their website message ; all while claiming ( according to the large banners on their homepage ) that they are " here for their customers during this Covid crisis. '' Not only is this bad business it is fraudulent in nature. I have made complaints to the mortgage broker that uses this company as well as to whomever else will listen. Hopefully there is something that can be done about these types of shady businesses.
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| 02/20/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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I have a fixed rate, 30 year mortgage on my house. This loan was previously with XXXX XXXX but was sold to Freedom Mortgage a year or more ago ( not sure about when, exactly ). For various reasons, I like to make my mortgage payments ahead of time. There are good tax reasons for doing this, budgeting reasons, and I believe I even save a little bit of money when I make payments ahead of time. Freedom Mortgage will not allow me to do so. The only reason they'll give me is " It's not due yet. '' My next payment is due XX/XX/2020 and I've made several attempts to make that payment online ( which is how I make all my payments ), but their site will only let me make an additional principal-only payment, and not the regular payment due XXXX. In the past, when I've sent a check via U.S. mail before the due date, despite my including the bill and having the payment be the exact amount, to the penny, of the regular monthly payment due, the total amount of my check has been applied to principal which has meant I've had to call and get things straightened out and applied to an upcoming due date. With difficulty ( it sometimes takes two weeks for them to correctly credit my account ).
For my own budgeting reasons ( and sometimes tax purposes ), I would like to be able to make my payments early. I can not see any reason that I should not be allowed to do this. My guess is Freedom Mortgage doesn't want to lose a penny of interest because I've paid early and avoided a few days or weeks of accumulating interest. When this loan was held by XXXX XXXX I often paid six to eight months ahead without a problem ( so I assume it's not against any law to pay early ).
Can you help with this?
Thank you, XXXX XXXX
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| 10/11/2023 |
Yes |
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- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
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Web |
Older American, Servicemember |
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My mortgage was recently transferred from XXXXXXXX XXXX to Freedom mortgage. I received a letter saying I had a 2 month grace period to start my loan payments with the new company. My mortgage payments went up almost {$200.00} per month so I used the 2 month grace period to pay off some bills so I would still be able to put food on the table. I just received 2 letters yesterday from Freedom mortgage, one saying I was past due 2 months and one saying I had 30 days to catch up my payments or they would foreclose on my house. After I received the first letter informing me of the mortgage transfer I called Freedom mortgage and said I was planning on starting autopay on my account on XXXX XXXX and was told that would be fine. I called today and was told my only options to get the account current are a 6 month repayment plan that I can't afford or a loan restructuring that would change the percentage rate of my loan to the current rate which I also could not afford. I was also told I could keep making my normal payments but I would be reported to the credit bureaus and my credit would suffer.
I'm sure this is not the first time someone has misunderstood the 60 day grace period after a mortgage transfer because their letters state you will not be charged a late fee by Federal law. I can't believe there is no way to fix this without ruining my credit score, which I have been working to improve.
I am a XXXX XXXX XXXXXXXX XXXX and my wife and I are both retired living on a fixed income. My mortgage payments have gone from {$1200.00} to {$1600.00} since we bought our house. I can barely afford to put gas in my truck and buy groceries. Please let me know if there is anything you can do to help us.
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| 04/26/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My mortgage loan was sold to Freedom Mortgage. I refinanced the loan with another lender on XXXX XXXX , 2017 . My Freedom Mortgage statement ( online and received by mail ) shows the loan being paid off in full on XXXX XXXX . On XXXX XXXX , Freedom Mortgage drew a mortgage payment from my bank account. This is after the refinance was completed and my account was paid off. My Freedom Mortgage statement shows that Freedom Mortgage reversed the draw on the same day, XXXX XXXX . However, I did not receive the payment in my bank account, and have not received a check or other payment in the two weeks since that date.
I have called and talked to their " customer care '' agents, checked with my bank, sent Freedom Mortgage my bank statement as requested showing that the funds were not returned to my bank account, and asked Freedom Mortgage to properly reverse the transaction and return the funds to my account.
Freedom Mortgage is telling me that they need to research what happened to the funds, and that they will have an answer fo r me ( but will not necessarily return my money ) by XXXX XXXX , ano ther two weeks. I have asked them to return my money while they research what happened to their transaction, but they have refused to do this.
I have been unable to speak to a supervisor or manager. They have repeatedly put me off, telling me the supervisors are in a meeting, the managers do n't get on the ph one, the cash person they need to check with is at lunch, they will have to call me back. They have effectively stolen money from my bank account by withdrawing it after my debt with them had been satisfied, and they are refusing to immediately correct this.
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| 04/26/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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Responded to repeated offers from the lender for a refinance to reduce my interest rate. Mortgage is held by the same lender. Completed application on XX/XX/XXXX. Application was cancelled without explanation 2 days later. Complained and application was re-opened on XX/XX/XXXX. After dozens of phone calls, dozens of emails, was informed by phone at my initiative that my refinance application was closed on XX/XX/XXXX for " incompleteness. '' No explanation was given and repeated requests for information and reconsideration have not been answered. I have no received correspondence from Freedom Mortgage, nor any adequate explanation.
Customer service for this process was non-existent and infuriating. I emailed repeatedly with questions about forms I was being asked to sign. Only once was there a reply. I was asked for the same forms by different people multiple times. I requested updates dozens of times and there was no reply. I received dozens of calls from " customer advocates '' who were unable to tell me anything other than the fact that my application was still in process. I escalated the case to find out information on what the issue was and those escalations were not followed-up on by XXXX. I did not receive any signed copies of electronic forms, written notification, or other correspondence. I was not informed of reason for delays or were my questions answered. In the end, I did learn from my HELOC lender ( XXXX XXXX ) that they were in a dispute with Freedom over the subordination agreement.
Because of the 6 month ordeal with this application, interest rates have increased substantially and Freedom Mortgage has caused me a loss of opportunity in excess of {$15000.00} dollars.
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| 04/26/2023 |
Yes |
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Web |
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In XXXX, XXXX, a letter was sent to Freedom Mortgage, that included the following details : On XX/XX/XXXX, I entered into a mortgage with my wife 's grandmother. During closing time, I noticed an error in the paperwork and mentioned it to title and my lender. A correction was never made in the closing documents. As a result, the Warranty Deed which was filed incorrectly on record by Freedom Mortgage to XXXX XXXX, TX. The deed was filed as Tenants in Common. The deed should have been filed as Joint tenancy with rights of survivorship. Grandmother tragically passed away on XX/XX/XXXX.
I have contacted Freedom Mortgage on numerous occasions, including communications via their message center through the app. I have sent messages on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. I have also contacted them through the end of the year and the beginning of this year regarding her death to get the deed fixed. I kept getting generic messages and when I called, I was either transferred to someone else, or got a different answer every time I called.
The issue is that on the Uniform Residential Loan Application Form - XXXX XXXX XXXX XXXX on page 14 of 16 under L2 Title information, the section was left completely blank where it states " Manner in Which Title Will be held ''.
This was a mistake done by Freedom Mortgage and also the warranty deed was filed by Freedom Mortgage. I contacted the County clerk 's office who told me that an affidavit for the deed can be filed since there was a mistake in the paperwork. It also states in the Deed of Trust that corrections could be made.
After sending this letter in XXXX, their response seemed automated and stated in a letter that no changes would be done.
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| 10/23/2020 |
Yes |
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- Trouble during payment process
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Web |
Older American, Servicemember |
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XXXX I got behind on my mortgage by {$2800.00}. I asked the mortgage company, XXXX, if I could make payments, and they turned me down. I got calls from lawyer 's offering me to help me get a loan modification. I chose XXXX XXXX out of Florida. I finally sent in all of the information they requested, along with {$2800.00} and, they began to work, I think. After a few months, I received a call from XXXX stating that the loan company accepted the loan modification application. Since the loan company wasn't accepting any payments from me until the @ XXXX dollars was paid in full, months had passed. In another month or two, I received a letter from XXXX XXXX stating that the loan modification did not go through ; no phone call this time. More months had already passed. I got a notification of foreclosure and filed for Chapter XXXX bankruptcy in XXXX. I have been paying on the bankruptcy for four years, and still haven't paid off the delinquent amount, although I have paid to date {$79.00} XXXX. My bills, including the arrears of {$19000.00} were {$68000.00}. My concern is that the mortgage company, Freedom Mortgage, who obtained my contract from XXXX, has placed me on a variable rate loan. When I entered the bankruptcy, I was in a fixed rate loan. I did not authorize, or sign any paperwork changing my rate from fixed to variable. Freedom Mortgage raised my mortgage {$840.00}. My payments were {$850.00} going in, until recently, my payments were {$1600.00}. I received a letter stating that the mortgage has been reduced to {$1000.00}. Is it supposed to just change without my consent? I think once the bankruptcy is over, I will lose the house that I have tried so very hard to keep. Thank you.
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| 01/16/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I have inserted an email communication below that contains the history of what happened with our Morgage company. In addition to what is below, we have since recent bank statements and more details 3 times. Each month the company either claims the statement is not sufficient to get the payment properly applied and credited even though they accepted and cashed the eCheck. I have spent more than 10 hours of time on the phone with the morgage company customer service reps. Each time I'm assured it will be resolved if I just submit my info but then the next month it all starts over with a threat letter about defaulting. Below you can read details and specifics about the initial actions.
Attached please find proof of payment for loan number xxxxxxxxxxx, which is for the property at XXXX XXXX, xxxxxxxxx, VA XXXX.
The loan is under my husbands name.
XXXX Bank Information XXXX Bank Routing Number : XXXX Account Number : XXXX The XXXX payment was apparently sent to the wrong address using my XXXX bank bill pay services. The correction of address has been made for any upcoming payments and was successfully transmitted for the XXXX payment.
After speaking to your customer service, it was requested for me to send proof of payment from my bank account for the XXXX payment that was sent to the incorrect address. Freedom Mortgage did cash the check sent by XXXX bank, but my account was not credited.
Enclosed find a XXXX statement which shows the transaction cleared on XX/XX/XXXX. I am also enclosing a screen shot of the part of that statement which shows that transaction highlighted.
If you need any further information, please let me know by calling me at XXXX or my husband XXXX Regards,
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| 10/26/2016 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
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My family bought our first home about a year ago and we have had our mortgage servicing changed 3 times in the past year. Our current mortgage servicing company is Freedom mortgage. I tried to make my XX/XX/XXXX payment with this company on XX/XX/XXXX and I received a confirmation # from them which I have. They gave me a call on XX/XX/XXXX saying the payment had n't gone through even though I received a confirmation. I was told the bank info had a XXXX number error and it did n't go through because of this. Now they have added a {$73.00} late fee to my payment. Prior to this, I tried in XX/XX/XXXX to get automatic payments done, but their website would not allow me to do this. I also called them on the phone to do this without any avail. Furthermore, they 're website does not have the capability to save bank information ; therefore, it would be very common to have a human error when making payments. I was supposed to have a manager call me and reverse the payment. I had to call back today on XX/XX/XXXX because I have not had anyone reach out to me. Furthermore, I waited an hour and half and was still not put in touch with a supervisor. On top of this there was no record of my call on XX/XX/XXXX with them because their customer service rep forgot to save the notes. I 'm very upset that this company treats its customers this way and tries to gauge them with late fees.I never signed up to work with this servicing company and have been forced to do so because my mortgage keeps getting sold. Furthermore, they do not help their customers fix issues and waste their time when customers try to resolve issues. This is very troubling and this company needs to be investigated for their practices.
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| 10/01/2020 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
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I'm writing you in regards to a Veterans interest rate reduction refinance ( IRRRL ) loan I received from Freedom Mortgage Corporation. My intent was to refinance my 2nd home that I do not use as my primary residence in which it was fully discussed with Veterans Loan Advisor XXXX XXXX NMLS # XXXX and that I have not lived in it since XXXX when I purchased what is now my primary residence. Since interest rates are low, I wanted to also refinance my conventional loan for my primary residence but was told by XXXX XXXX that he did not do conventional loans and that I should wait until my IRRRL closed. To me it made sense so there would be no confusion with loans. My IRRRL closed on approx. XXXX XX/XX/XXXX. I then attempted to contact Freedom Mortgage to start my refi for my primary home with no return phone calls or emails from customer service. I then contacted XXXX XXXX to refi my primary residence before interest rates go up. After reviewing my loan documents they discovered that Freedom Mortgage did NOT finance my VA loan as a 2nd property/investment property but as my Primary residence and that I could not refi my primary home until this was resolved. After reaching out to Freedom Mortgage they would not change my loan or issue a waiver. They understood that this wasn't going to be my primary residence and even advised me to wait to start the other refinance until theirs was finished and my assumption is because underwriters would find out about the other loan and question why both are showing as primary.
I also received an email dated XXXX XX/XX/XXXX from XXXX XXXX requesting a letter or email indicating the month/year to month/year that I lived at the residence being refinanced.
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| 01/30/2018 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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I am having a serious issue with Freedom Mortgage. I paid my mortgage payment for XX/XX/2018 online and was informed after the fact that the bank would send them a paper check. As of today they still say they have not received it and my bank says they sent it and it is not their fault that it got lost somewhere because it hasn't been cashed.I contacted the CEO of Freedom Mortgage who is in another state and he sent me an email saying I needed to resolve it with my state. I kept getting stonewalled by Freedom Mortgage and was fed up dealing with rude CSRs who informed me the manager was dealing with other things and could not talk to me so out of frustration I emailed XXXX XXXX who was the one that strongly recommended that I use them for my mortgage. I explained to him that I won't be able to resend the payment until XX/XX/XXXX when I get my retirement check at which point I will pay XXXX and XXXX. because I used online bill pay for my car payment and they credited to someone else 's account so I had to make a double payment while they investigated it. Anyway my bank says I have to pay the {$30.00} stop payment fee which I disagree with since there is proof I submitted the payment on time. Now Freedom Mortgage is charging me a late fee plus it will go on my credit report as my payment being late. This is TOTALLY UNFAIR to me because I sent proof that I did submit my payment on time but it was my bank or someone at Freedom Mortgage who messed up yet I am the one getting shafted. I also wrote the CEO for XXXX XXXX XXXX and still have not heard back. At this point my advice is for people to stay away from Freedom Mortgage because this is a prime example of how customers will be treated.
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| 02/12/2021 |
Yes |
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- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
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Web |
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Freedom mortgage inaccurately added late payments to my husband and I credit report that they stated would be removed if we provided an explanation from the bank and provided proof that the bank account that had fraud was closed. They also stated they would dismiss all late fees.
All information was provided and Freedom Mortgage removed late fees but were not willing to remove late payments from credit report because they stated it would show that they made inaccurate postings. Since then Freedom Mortgage has made several mistakes causing us issues. Freedom Mortgage fraudulently cleared our mortgage and when attempting to make mortgage payments they stated that they had no principle to apply my payment to. I pleaded with them to take my payment so I wouldn't take anymore hits to my credit report. They refused to take my payment and stated they would have to send payment back and could possibly charge me a late fee if there is a system issue.
XXXX XXXX and XXXX XXXX were the 2 supervisors assisting. XXXX apologized about the confusion and stated that with the removal of late fees for both borrowers credit report should have been adjusted as well. XXXX stated she would make sure it was taken care of. XXXX XXXX followed up to state that they would not be honoring that request.
Attached is the letter sent to freedom mortgage as a follow up to the promise of removing late reporting from credit. I had to call more than 50 times and send more than 15 follow up emails before I could get a response. Also attached is the XXXX XXXX letter and proof of our entire mortgage cleared with a XXXX balance that caused a month long of confusion. This is proof of freedom mortgage constant mistakes.
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| 05/14/2021 |
Yes |
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- Trouble during payment process
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Web |
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During the COVID pandemic I fell into hardship. I entered into a forebearance plan with XXXX XXXX my original loan serviced. During the forebearance the loan was sold to another mortgage servicer, Freedom Mortgage. Starting in XXXX of XXXX I began being able to make payments on my mortgage again and began to do so with an overpayment. I paid {$2000.00} each time. On two occasions I have contacted Freedom mortgage to come off of the COVID 19 forebearance plan after receiving threatening notices that they were looking into the option of foreclosure. They recently sent a statement that had an offer of coming off of forebearance but if I did not respond by XX/XX/XXXX that I would have automatically denied the offer. The day I was notified of this offer was XX/XX/XXXX. I asked questions about the amount of principle and terms of the loan modification they offered and the agent refused to answer my questions. I was told I would be contacted by a person who would explain these terms to me. Today XXXX XXXX I was contacted by a person to possibly explain the terms of the loan modification but the person wanted to record me and would not consent for me to record the conversation as well. At this juncture I am continuing to pay {$2000.00} for my mortgage which is nearly a {$500.00} over payment to show effort and good faith to bring my loan current. My fear is if the forebearance protections set forth expire they will try to foreclose my property while I am trying to legally come off the forebearance plan as set forth in the government protections in place since XXXX of XXXX. Freedom mortgage to this day has refused to work with me to complete the steps required by law to end my forebearance.
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| 05/07/2020 |
Yes |
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- Trouble during payment process
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Web |
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XXXX or XXXX we were contacted by our mortgage company multiple times to do the streamline refinancing. We started the process and finally got everything finalized in XXXX. Come XX/XX/XXXX we receive in our annual escrow analysis sheet and it states we are negative in our escrow account and on XX/XX/XXXX we owe either XXXX and our monthly mortgage goes up {$200.00} for 12 months or we can opt to not pay the XXXX but pay {$650.00} more monthly for 12 months. Both causing more money out of our pockets than our original amount before refinancing. After contacting customer service via phone twice and getting the run around and submitted an online question on XX/XX/XXXX ( still have never heard anything back ) we finally emailed on XX/XX/XXXX XXXX which this email comes from XXXX reviews. We found out during the refi process the loan officer did our paper work incorrectly they looked at the value of the house from when we first went into contract and our house was just accessed at land instead of looking at our actual house value and our prior taxes and paper work on file. They took our escrow balance and applied it to our principle thus causing us to be in the arrears come XX/XX/XXXX once our annual taxes were paid. We were told they would reach out to see what could be done, possibly extend our extra payments out longer. We explained in what would we want to pay more monthly on our mortgage than we did before we refinanced. That is was a joke, and the amount of times we have had to reach out to Freedom Mortgage without getting help they should really fix their problem. We have still not received anything from them except our XX/XX/XXXX statement which shows we owe the extra {$650.00}.
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| 01/23/2019 |
Yes |
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- Struggling to pay mortgage
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Web |
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Freedom Mortgage is attempting to take my home from me through the foreclosure process, even though they have never provided me with any sort of mortgage assistance on my FHA loan. Every time I have tried to work with them, they claim that they did not have all the documents to perform a review for assistance. However, I gave them every scrap of paper and bit of information they requested. They are just unwilling to get this done and I am shocked at their incompetence. I have an FHA loan and there are very clear guidelines on how a loan should be treated, but they are just trying to foreclose on my home and take away my equity. I have never had a single point of contact and they act like a bunch of thugs and baboons. I have reached the end of my resources and am in the final stages of foreclosure. I have done everything I can to work with them, but it is an act of futility. I went through some difficult times financially when I lost a large contract and then I had a nightmare of a tenant who wouldnt pay rent or leave the property. I have now resurfaced financially, but Freedom Mortgage is unwilling to work with me to modify my loan. I have never had a single point of contact and had to work with different people every time I contacted them. No one had control over my request for mortgage assistance and nothing got done. Freedom Mortgage isnt willing to help me and is taking me through the foreclosure process instead. The only option they have given me is to fully reinstate my loan, but this is impossible. I would really like to see if your organization would be able to take a look at how they are treating me and to see if there is something that can be done to help me save my home.
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| 09/11/2018 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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Dear Freedom Mortgage, Your correspondence dated XXXX XX/XX/2018 the postmark was not applied tell the XX/XX/2018. We are unable to determine when it was actually provided to the US Mail service, as the postmark is not canceled.
Your correspondence denotes the use of bill pay of which is not used by the borrower. Thus highlighting the fact you are not understanding or reading the correspondence sent to you. Your correspondence states that enclosures are with the correspondence but there are none. As you received payment for XX/XX/2018 and failed to credit the payment thus causing a late payment in XXXX and XXXX the late payment is due to your actions not the borrower. Wherefore the payment did and was verified to have made to your bank account thru your action of depositing the check, you did receive payment. Therefore your actions of demanding a late fee '' and inspection fee '' are fraudulent. You have had sent to you copies of the canceled checks for the month of XXXX and several months prior to XX/XX/2018 showing that you did in fact receive payment. Your choice to ignore the fact you did receive payment and make claims of late payment to credit agencies to damage the barrowers credit represents your flagrant dishonesty. All contact shall be thru correspondence.
Freedom Mortgage shall provide to the borrower thru the US Mail an FULL accounting of all funds received and dispersed from the inception of Freedom loan # XXXX ( XXXX XXXX # XXXX ) showing how each payment was applied to the principal, interest, escrow, taxes and all other disbursements made. All disbursements shall be clearly described. The description shall not be deceptive, the term fee or other shall not be used.
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| 06/08/2023 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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I am writing because I feel Freedom Mortgage is intentionally delaying my loss mitigation application. The lack of attention to detail and servicing has delayed my application to the extent that I have lost eligibility for several XXXX XXXX XXXX mortgage assistance programs.
I have now submitted the loss mitigation application and supporting documentation on 4 different occasions. My first application was submitted XX/XX/2023. I have submitted documents per the request of their loss mitigation specialist on the following dates : XX/XX/2023 XX/XX/2023 XX/XX/202XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I have received no less than 3 separate letters in the mail stating my application was incomplete with a due date to submit the missing documents but the letter arrive 15 days after the due date.
I call the loss mitigation line once a week and have been given incorrect or misleading information each time.
Freedom mortgage is refusing to offer mortgage programs that would allow me to place the balance owed at the end of the loan and maintain the current interest rate.
These delays are intentional to force me into a longer loan term and higher interest rate to the benefit of the mortgage company.
I have provided duplicate documentation repeatedly and with every weekly call am told that I have missed a document. I have asked for supervisor review of my application twice without a response from anyone.
I have asked that ll correspondence be sent via email and letters continue to arrive late via USPS.
The mortgage company claims to support veterans and their families but obviously do a very poor job of providing service to the less than 1 % of the their customer base.
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| 05/25/2022 |
Yes |
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- Trouble during payment process
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Web |
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I brought my account current with Freedom Mortgage ( po box XXXX, XXXX, CA XXXX ) on XX/XX/XXXX before filing for Bankruptcy. On XX/XX/XXXX, I realized I could no longer make online payments so I mailed XXXXXXXX XXXX mortgage payment of {$690.00} that day to Freedom Mortgage. 8 days later, they issued an Escrow assessment increasing the payment due to {$690.00}. They also stated that was the amount due for XXXX. XXXXXXXX XXXX mortgage payment was not applied and still my payments are showing past due despite making payments timely. There is also a disconnect between when they receive my payments and when they are reflected in the payment section. Also, they added {$950.00} as being due immediately for fees in connection with my filing bankruptcy without providing proper notice before adding the fees to the account. My payments have been made as follows : XX/XX/XXXX - payment mailed XX/XX/XXXX - XXXX XX/XX/XXXX - payment mailed XX/XX/XXXX and received XX/XX/XXXX - XXXX XX/XX/XXXX - payment mailed XX/XX/XXXX - XXXX XX/XX/XXXX - payment mailed XX/XX/XXXX and received XX/XX/XXXX - XXXX XX/XX/XXXX - ( just spoke with Freedom and they told me they had not received the payment ) payment mailed XX/XX/XXXX and received XX/XX/XXXX - XXXX XX/XX/XXXX - payment mailed XX/XX/XXXX - XXXX In XXXX, they informed me that I had to pay the {$5.00} difference so they could apply the payment and correct my account but it is still not corrected despite making payment.
If I had not been in bankruptcy, I would be in foreclosure now because of their inaccurate bookkeeping.
I am glad I checked my account online as they have raised my mortgage payment yet again with the new payment due in XXXX thankfully.
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| 01/11/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My complaint is how an insurance claim is not being handled in a professional or perhaps ethical way. I filed a claim in XXXX for a broken pipe, the insurance company sent a 3rd party adjuster and a check made out to me and Freedom Mortgage for {$10000.00} ( copy of check attached ) the ins comp said to mail the check to Freedom who will endorse the check and return to me. I followed up with Freedom who said they would not release the check to me, until I sent them several documents. 1 ) Adjuster Claim, 2 ) Contractor signed estimate signed by me and contractor 3 ) signed contractor paid receipt for Monies already paid to the tune of {$6000.00}, 4 ) Signed Lien or mechanics lien 5 ) XXXX for contractor 6 ) letter requesting reimbursement of funds 7 ) copy of contractors License. After several days of follow-up they claimed they didn't receive the documents I sent them all again in one shot. I have attached all the documents listed above to this complaint so you can review also. They also said they would only send me 25 % of the {$10000.00}. The insurance company were insisting I do work on the house before anymore damage was done, I couldn't wait for Freedom to send the check, so I used my mortgage money payment to pay the contractor to do some of the initial clean up and preparation, and as a deposit. ( attached receipt ) I told them, if they are concerned, because now I am in default, they can keep {$5300.00} and send me the difference, that would cover 2 months mortgage payments, they refused ( all documented attached ) I need help getting my money, I am falling behind on my mortgage payments and I think they are doing this on purpose to force me into foreclosure. Please help.
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| 11/28/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
- Loan sold or transferred to another company
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Web |
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My loan was being serviced through Freedom Mortgage ( XXXX # XXXX ). On XX/XX/XXXX I received notification that my loan was being transferred to XXXX ( XXXX XXXX XXXX ) effective XXXX XXXX XXXX. In the letter it stated that my loan terms and payment would not change, everything would remain the same except a new servicer would be collecting my mortgage payment. In the letter it restated my loan amount, interest rate, escrow payment, etc. My monthly payment was $ XXXX.
On XX/XX/XXXX, XXXX drafted {$1400.00} from my bank account. I called XXXX on XX/XX/XXXX to find out why a different amount was drafted, XXXX stated that {$1400.00} was the information they received from Freedom. I asked for their documentation but they said they needed to get additional documentation from Freedom, to confirm the {$1400.00} payment. The XXXX representative mentioned that my escrow account increased but couldn't say what - property taxes or insurance.
To date I have never received any documentation for my mortgage payment increase from FREEDOM or from XXXX. XXXX stated that they haven't received any documentation, that they are willing to share with me, as to why my payment has increased, but have put in a request from FREEDOM.
I spoke with XXXX today, XXXX and my account has been sent to an escalation department and someone will be working on my dispute. XXXX stated that they would put a stop payment on my auto draft until this can get resolved.
My concern is that even if my mortgage payment increased over XXXX XXXXXXXX due to escrow analysis, why was I never informed? That is a direct violation of RESPA.
Also, what caused a XXXX XXXXXXXX increase? That is a fairly substantial increase.
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| 02/14/2023 |
Yes |
- Mortgage
- Other type of mortgage
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- Struggling to pay mortgage
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Web |
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good evening, I started the applications process back on XXXX/XXXX. I uploaded every document that XXXX XXXX needed to start my application process. I once had a case worker, that was extremely hard to reach. I attempted to contact her via email, calls, messaging center, etc. Come XXXX i no longer had anyone working in my case. I would call once or twice a week to see the progress for my application. Each person ive spoke with stated that they would send the requested documents over to XXXX XXXX, but would never do so. My application has been stuck in the 3rd process since XXXX! I reached out to everyone that i possibly could along with my new mortgage holder ( freedom mortgage ). they recently purchased my home loan back in XXXX. I have attempted to call, email, and reach out the the messaging center but nobody will respond. I eventually got in touch with someone named XXXX, but he was little to no help and would also not respond. At XXXX every morning, their phone lines are busy and nobody would answer. your call is then place on a callback, in which would result in nobody calling you back. Myself and my children will lose everything in the hands of a program that was meant to XXXX families in need. Freedom mortgage has a reached out and of course, nobody would contact them back this is very very stressful as i have applied eight months ago and my application is constantly shoved off, nobody helps me, i spend hours a day attempting to move the process along, all for nothing. Im in desperate need of someone to help me. Freedom mortgage also sat on the phone with me for over an hour in attempt to speak to someone at XXXX XXXX, but of course nobody answers and nobody calls back.
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| 08/27/2018 |
Yes |
|
- Trouble during payment process
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Web |
Servicemember |
|
Freedom mortgage lost my XX/XX/XXXX mortgage check, thus charging me {$40.00}. I sent in a replacement check which they also lost, and charged me another {$40.00} and adversely affected my credit rating. OnXX/XX/XXXX I received a peculiar phone call from Freedom Mortgage. The individual on the phone bluntly asked me if I had sent in my XXXX mortgage payment. I was rather taken aback by this strange call, and said, " Yeah I did, Why? Did you loose that one too? '' He answered by telling me that they were calling random mortgagee 's and asking when they sent in their mortgage payments. I always sent mine in 3 or 4 days before the first of the month. He continued on to tell me that they had been having trouble getting their mail at their mortgage receiving facility since about mid XXXX. I replied, " Oh, is that why both of my XXXX checks were lost? '' He simply said, " Probably. '' I asked him if I could get something to that effect in writing so I could restore my credit. He said he would send me a letter stating the problem, but he was probably told by his superiors that such a letter would admit guilt. needless to say, I never got that letter. I never had a late mortgage payment in 23 years. Now because of their own negligence I have a bad credit rating, dropping about 100 points for two late mortgage payments. I have since sold my home, but would like to buy another. I have written several letters asking them to expunge the bad rating they caused, and to restore my credit. They have refused to assist me on any level. I know they are in violation of UDAAP laws as they knew this problem existed for about a year, and dragged their feet in getting it resolved with the Post Office.
|
| 08/27/2016 |
Yes |
|
- Loan servicing, payments, escrow account
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|
Web |
Older American |
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I am a veteran of the US Military and I have a XXXX since XX/XX/XXXX. My state recognizes that fact and allows me tax exemption on my mortgage. I recently refinanced with Freedom Mortgage in XXXX XXXX and did let the loan officer know that I was tax exempt but she did not include it in my paperwork, but as soon as I got the letter and the required stamp from the tax assessors office which was XX/XX/XXXX and my first was not due until XXXX XXXX, I call Freedom Mortgage and they advised me to fax them a copy of the letter I complied. Two weeks went by and I did not hear from them so I called back XXXX XXXX XXXX. I was told they did not receive my fax so I re-faxed the letter, at that time I called to verify that it was received, it was verified. From that point on I would call them every two weeks to get an update. I paid them the full payment to include late charges for XX/XX/XXXX. For XX/XX/XXXX I informed them that I needed this issue to be resolved because I am on a fixed income and could not continue making higher payments. XX/XX/XXXX I tried to make the payment anyway because I did not want a hit on my credit. I was told they would not take anything less than XXXX+ late charges. Unfortunately I could not afford the total amount and took the hit on my credit rating. I received a letter today showing that they made the adjustment for XX/XX/XXXX. but refuse to adjust for XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. I am now facing a bill for XXXX due XXXX XXXX XXXX, which I definitely can not pay. I am prepared to pay the adjusted amount for XX/XX/XXXX and XX/XX/XXXX, it seems only fair that the payment be adjusted since they received proof of the exemption, verified XXXX XXXX XXXX.
|
| 05/24/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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|
Web |
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On XX/XX/XXXX we sent a Notice of Error to Freedom Mortgage stating that a number of Principal Only payments were not credited properly as we could see from the Payment Schedule we requested.. They responded and sent a Detail History dated XX/XX/XXXX. From that we were able to find most of the payments, but some were still missing and 2 checks for {$860.00} were never credited at all.
On XX/XX/XXXX I called Customer Service and spoke to XXXX, XXXX. He helped me as much as possible with the limited information he had available. He suggested I send in copies of the cashed checks. So, on XX/XX/XXXX we sent a Second Notice of Error stating we were still missing the following : XX/XX/XXXX {$800.00} additional principal ; XX/XX/XXXX {$800.00} additional principal, and XX/XX/XXXX check # XXXX {$860.00}, # XXXX {$860.00} were not credited at all. ( I made the mistake of writing on both checks, additional principal. We also made an additional principal only payment of {$1700.00} on XX/XX/XXXX, which was credited correctly.
We received a response on XX/XX/XXXX. They said the payments were verified and sent me a new Detail History dated XX/XX/XXXX. From this History we could see that a number of changes were done to manipulate the numbers. After 9 new entries added to XX/XX/XXXX we believe they gave a credit for {$800.00} and {$780.00}. ( not {$800.00} ) For XX/XX/XXXX they changed our XX/XX/XXXX regular payment of {$870.00} to {$860.00} and credited {$9.00} as additional principal. They have not accounted for the 2 missing checks of {$860.00} and never said they made a mistake. They just manipulated numbers and figured we wouldn't look at the Detail History and just take their word.
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| 06/09/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
Servicemember |
|
I took out a mortgage for a condo in XXXX, FL in 2018 Escrow was NOT part of the mortgage loan.
In XXXX XXXX sent the tax bill to the XXXX address, but I do not get mail there.
So they notified the bank of the taxes due.
Freedom Mortgage has been billing me : {$1700.00} every month for escrowing just my real estate taxes. The problem is : for 12 months my real estate tax is {$9300.00} for the year. Freedom Mortgage is billing me annualized : {$20000.00} for a {$9300.00} tax bill.
Year to date they have collected from me : {$11000.00} for the escrow, I have surpassed the amount of the real estate tax due for the year and Freedom Mortgage will NOT stop billing me : {$1700.00} - they have already reported me late by 30 days to the credit bureau 's even after I disputed the charge.
I have recorded my last call with them.
So far I have at least 15 hours of calls in to them, no resolution.
I have faxed them. I have emailed them. I have sent them messages thru their website for customers. I have in boxed their CEO, Senior VP, COO all via XXXX - no responses.
Freedom Mortgage Corporation XXXX XXXX XXXX XXXX Mt. XXXX, NJ XXXX United States Lender NMLS ID : XXXX XXXX They are bad people who run a crooked business.
I have filed complaints in NJ and FL with the regulatory entities for each state that oversee banking and lending. Hopefully, I will get some relief from someone.
Also they lied and said my LTV ( Loan to Value ) fell below 80 % - LIE I put 50 % down in cash : owe them {$290000.00} and the recent appraisal for the property done by a bank ( I have it for sale ) came in at {$570000.00} - plenty of equity in the condo.
NEVER, EVER TAKE A MORTGAGE FROM THESE PEOPLE.
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| 12/12/2018 |
Yes |
|
- Trouble during payment process
|
|
Web |
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I am a target of predatory lending practices form my loan company, Freedom Mortgage. I have recurring bi-weekly payments through this company, and they are charging me an NSF fee for a payment that cleared their system on XX/XX/18. The payment shows it cleared my bank account on XX/XX/2018. I called and requested a review of the fee as the payment never bounced, and both their system and my bank account show the payment cleared as scheduled. After reviewing this fee they are now telling me I need to provide them additional documentation showing my bank account balance from the period of XX/XX/18 through XX/XX/2018. This fee is completely bogus, and they have even admitted that the payment shows it clears on their end. They are attempting to make me clear hurdles and jump through hoops to rid myself of this unnecessary fee. I am concerned that this predatory practice of tacking on bogus fee 's and then requiring the consumer to provide documentation to show otherwise is likely being perpetuated on other customers of this company. I fortunately keep good records, and will be going to the bank tomorrow to obtain the documentation they are forcing me to provide, however I'm certain there are other 's that may not have the same record keeping and may be forced to pay this fee to the company to avoid it snowballing or creating delinquencies. I would like the CFPB to investigate this practice from Freedom Mortgage, and ensure that this fee extortion comes to an end. Again the payment has not bounced, theres no indication in there records that shows the payment bounced. I am happy to provide both my banking statements as well as my mortgage payment history to verify this information.
|
| 06/27/2018 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
Since XX/XX/XXXX I have been having financial issues. I have called the company Freedom mortgage for help to keep me from being late. No followed up. My payment changed in XX/XX/XXXX which I did not know so I was short XXXX bucks and considered late. I called about getting paperwork to refinance my home the following month is when I found out. I tried to get this resolved and paperwork for three months. I also have been having to pay my mortgage in payments as I get it but always get it to them before the end of the month. The way they apply my payments has started to make my account look off. They are also posting payments several days after they receive but continue to say they post same day they receive. However, I am Positive they do not. I am a bk person whose mortgage was not reaffirmed. So with that being said they have told me they dont send statements but every now and then, they dont update my online account every now and then, wont give paperwork work to refinance, but will tell a refi company Im late on my payments. I am in a adjustable that i need out of and I want to leave freedom mortgage they are horrible at helping and handling my account. I have called every month for help and every time I am told something different and only given scripted answers and nothing is ever resolved. As a veteran and customer this is disappointing of how I am treated and how they are hindering me from getting my house situation together and KEEP MY HOME! Their practices are horrible and I know I am not the only one who feels this way. I have had my home for 8 years and have never been late or considered late up until now! I want this fixed and to get away from these predators!
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| 10/01/2022 |
Yes |
|
- Trouble during payment process
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Web |
Servicemember |
|
My father passed away XX/XX/XXXX. He has a VA loan with deed of trust and promisary note and a mortgage payment. He left no will and i am the only heir. first missed payment XXXX XXXX until now did i know the aftermath of loosing my father and trying to understand the loan agreement and probate and who assumes debt, ect.. i sent freedom mortgage a copy of my fathers death cert and informed them and then i kinda just stopped getting the mail and answering phone calls after i bured my dad. its at my negligence for letting the mortgage get 9 plus months behind but i signed into the mortgag comp online account thing and filed for a hardship covid 19 forbearanse plan..caouple weeks went by and nothing so i call custmer rep of company and pulls up info and she says the accouint has been closed so she cant view anythong on anythoing then .I was served Summons papers from Freedom Mortgage corp, they filed a complaint againt the estate of my father the unknown heir and devees and the occupants of the property as well as the state which here i live in. and one other finance company..one of the other occuiopants of the property diled a reply to the summoins for extension. i recieved my last mortgage statement and it informs me that i do not have to make any paymsents until XX/XX/XXXX and renftatement is $ XXXXsomething ... .company did a summons by publication first date of publiction XX/XX/XXXX for the forclourser of the property the statement in which i recieved and it informinf me of the covid19 forbearance approval was XX/XX/XXXX dual tracking is what i suspect the summons papers demanded the entire principal balance of XXXX ..violationg my RESPA rights thank you for your time..
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| 06/04/2019 |
Yes |
|
- Trouble during payment process
|
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Web |
|
|
I have received notice from the county stating there is a supplemental delinquent tax bill from years ago that has not been paid by my mortgage lender ( freedom mortgage ). I immediately notified freedom mortgage via phone and email and made it clear to them that the issue needed immediate attention as the county woul initiate foreclosure process if there was no resolution by XX/XX/XXXX. Freedom Mortgage has since been working on the issue with no resolution as of today Tuesday XX/XX/XXXX when the county would be finalizing the foreclosure paperwork. I have continually reached out to freedom mortgage and every time they seem to be confused as to what is going on and after hours of me having to re explain the situation they always promise they will work on the issue and be sure to expedite the process but have never been able to get clear answers. The county has also gotten ahold of freedom mortgage directly with same outcome, no results whatsoever ever. Dealing with all this has cost me numerous hours absent from work , county has added $ 900+ in foreclosure fees and my home is now in foreclosure all while freedom mortgage staff seem to be so relaxed just telling me they will look into the situation and not communicating amongst each other. They have not once reached out to me to update or anything its only when I call them and even then they are all so out of the loop and confused, they need to provide specialized training to those who work in their tax department and work on their note taking on accounts and communication amongst each other because this has truly been a huge hassle, huge head ache and huge loss of money and as of yet unsure on what will be of my home.
|
| 01/31/2022 |
Yes |
|
- Struggling to pay mortgage
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|
Web |
|
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My original loan servicer XXXXXXXX XXXX sold my loan to Freedom Mortgage in XX/XX/XXXX. In XXXX my loan was approved for a forbearance program thru XXXX. I was able stop the forbearance and request a XXXX XXXX XXXX in XX/XX/XXXX. My trial payments started in XXXX. First 2 payments were made on time with XXXX and final with Freedom in XXXX. I was told then by Freedom that I would receive documents in the mail from Freedom in regards to my modification and to not make payments to the loan until that information was completed. It is now 5m later and I still have gotten no where with the modification. I call several times a month for updates and am always given a different answer. The first 2 months they stated there was a delay due to the number of modifications needed and accounts they had purchased. Then I was told they were working on items being sent out to me via fed ex. Last month I was told they had just received the approval documents from XXXX and that the underwriters should have information out to me shortly. Now today I called and being told they don't have a approval from XXXX and the underwriters are still waiting for that information. When asked to talk to a supervisor I was then put on hold for 20min and a rep came back to tell me that they don't have any documents in regards to a modification and a packet needs to be sent out to me and that I was not able to talk to anyone. A supervisor would call me back within 5 business days. All I want to do is get this loan cleaned up from the mess Covid made and start making my payments as needed. Every time I call it seems I'm constantly getting a different answer and things are going backwards with no end in site.
|
| 12/28/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
|
|
Web |
|
|
Freedom Mortgage became the servicer for my home loan on XXXX XXXX. I made the XXXX payment to my old servicer, XXXX. Freedom Mortgage incorrectly calculated my mortgage payment. They had it at a higher amount. I made my XXXX payment to Freedom. They claimed the XXXX payment was not enough, so they applied no funds to the loan. They obtained the payment made to XXXX. They now had XXXX payments, which they calculated to cover XXXX, because they miscalculated my mortgage. This meant I had XXXX payment made, over 2 months, with a pending positive balance, but not enough to cover the incorrectly calculated mortgage amount. After receiving a stack of paperwork from Freedom saying I would be charged late fees and my credit adversely reported, I called Freedom and they acknowledged my account was current. I received stacks of collection mail in XXXX and XXXX. I called again in XXXX. They confirmed the error was on their end. They were going to put in a " work order '' to correct their accounting error. Stacks of collection mail, notices, threats, late payment charges, and negative credit reporting in XXXX and XXXX. My credit has dropped as a result from over XXXX to the high XXXX. I called again in XXXX. Was supposed to receive a call back from a manager the next day. No call. I am now going to send them a demand letter including a demand for payment for my time in having to deal with this issue, at my billable hourly rate, and the defamation of my credit. I intend to seek attorney fees and expenses associated with their error and fraudulent misrepresentations in stating that my credit would not be negatively reported and that I would not be charged late fees for their error.
|
| 03/13/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
|
|
Web |
|
|
We wanted to pay off our loan in XX/XX/XXXX. In order to do so, we needed to have a payoff quote. Freedom mortgage charged us {$30.00} to get the payoff quote. Our loan was transferred to Freedom Mortgage in XX/XX/XXXX after our existing company, XXXX, sold our loan to them. To our knowledge, there was no payoff quote fee for XXXX, and therefore being a " new '' customer to Freedom Mortgage, we were asking that the {$30.00} fee be waived since our previous mortgage company did not charge us a fee. After speaking to several Customer Service Specialists, we were finally able to have the fee waived on XX/XX/XXXX.
However, upon payoff of our loan, we were still charged {$30.00}. We called Freedom Mortgage 's customer service and the customer service rep did see that the fee should have been waived and advised us to write an email to XXXX to get this resolved. There is no way to speak to someone to resolve this by phone -only by email. An email was sent XX/XX/XXXX.
Freedom Mortgage said it would take up to 30 days to resolve the issue. After the 30 days passed, we called Freedom Mortgage customer service on XX/XX/XXXX. The representative, XXXX ( # XXXX ) told us that she also saw that the fee should be waived but she was told we were denied because Freedom Mortgage can not refund the recording fee. I told her that this was not the recording fee, but rather a fee that Freedom Mortgage charges us just to payoff the loan, even though we were told there were no fees for paying off a loan.
Since Freedom Mortgage considers this a closed matter, we decided to file a complaint as we feel they were intentionally misleading us and constantly changing their flimsy explanations.
|
| 05/15/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
I have been a home owner for the last 4 years and I have ALWAYS paid my mortgage payments on time and I have NEVER missed the payment deadlines.
As always, on XX/XX/2018, i went to 'Freedom Mortgage ' website and I made my payment by entering my name and my bank routing number and checking account number. I hit confirm and the system took me to the next page and said 'Your Payment Is Scheduled ' and it also provided me a confirmation number for the payment. This clearly seemed like the payment process was completed as the system itself confirmed it with a confirmation number.
However, on XX/XX/2018, i received a call from Freedom Mortgage informing me that the payment was not successful due to technical issues and they asked me to provide my bank routing and account number again, which i did and completed the payment for XX/XX/2018. I asked them what the technical issue was but they were not able to explain me the exact reasons for the payment not going through.
Freedom mortgage has technical issues with their systems as it confirmed to me that the payment went through but now they blame me for being late.
I am in no way responsible for this late payment as I duly made my payment and their system provided me a confirmation number as well. I have never been late with my mortgage payments in my entire life.
I have now been reported to Credit Bureaus as late causing my credit to fall by about 80 points, for ABSOLUTELY NO FAULT OF MINE.
I request you to kindly investigate this matter and order Freedom Mortgage to fix my XX/XX/2018 payment issue and have them work with the credit bureaus to correct my XX/XX/2018 payment as NOT late.
Thank You XXXX XXXX XXXX
|
| 01/06/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
|
|
Web |
|
|
I very respectfully request a throughout review about the below claim against Freedom mortgage. I sincerely hope that it is resolved on my favor.
Freedom mortgage has been reported the credit bureaus XXXX, XXXX and XXXX a late payment since XXXX 2015 which has been brought my credit score gradually very low to the point that I was denied a credit transaction.
I have been greatly affected by this report and have been requesting them several times to fix it to no avail. I am still showing late and my credit score is dropping dramatically. It got to the point that one representative told me to not worry about it that they have all my payments done on time and that was a system mistake. All the times I spoke to Freedom mortgage officers the call was announced to be recorded so I am assuming there are plenty of recording to follow out conversations about my payments that prove I have been asking them many times to fix the issue.
On XXXX XXXX, 2015 I applied for a refinance loan and was declined. The mortgage office told me I had been late in a mortgage payment since XX/XX/XXXX with Freedom mortgage and with that I was automatically disqualified for a mortgage refinance.
I immediately call Freedom mortgage but they seem to not understand what is going on and just keep on saying it is going to be fine but the damage is done and they are not fixing it. Nobody has reached me with solutions either.
I sent the paper work to the credit bureaus but I have not been contacted nor I see any change in my score. My problem needs to be solve with urgency as I am desperately need to refinance a mortgage with very high rate. I am experiencing financial loss due to the false report.
|
| 10/02/2020 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
Freedom mortgage sent us a check in the amount of XXXX in XX/XX/2019 for an escrow account overage. We found this out by looking at our monthly statements in XXXX and we called them then. They agreed to send us a replacement check that we never received. In XXXX we called them again to follow up and they stated we needed to wait 30 days because of the refinance we were conducting with them to lower our rate. We then called them back in XXXX and they stated that they would mail us another check. In all, freedom claims to have mailed us these funds a total of 3 times. We have never received the check. We do not have any mail issues at home. We strongly believe the checks are not being mailed. We have been working through numerous calls with them since XXXX. Our last contact stated that freedom ended up using the funds from that check to pay off unpaid supplemental property taxes which we included in our prepaids during our refinance with them in XXXX. Our new mortgage include the XXXX that they claim to have used our refund check for. Our last contact there acknowledges freedom received the funds at closing for refinance and has stated that unfortunately at this point he can not resolve this matter for us and that there is nobody else to escalate this too. He acknowledges that freedom paid the county and that they also received the funds during our escrow close in XXXX for the refinance. We are beyond exhausted from the countless hours that we have spent on the phone trying resolve this situation with freedom mortgage. We feel helpless that our last contact simply stated there is nobody to escalate this to. His name is XXXX XXXX and his phone number is XXXX XXXX XXXX
|
| 01/20/2017 |
Yes |
|
- Loan modification,collection,foreclosure
|
|
Web |
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Back in XXXX 2016, we sent a request to Freedom Mortgage for a short sale on XXXX XXXX 's loan. We had trouble with the Servicer getting the Foreclosure postponed. I reached out to XXXX XXXX 's VA Rep for assistance. He has been very valuable in getting communication from Freedom regarding this file. Freedom is now telling us that they will not proceed with a short sale unless they have a purchase price of {$180000.00} which is the XXXX determined by the Appraisal. The Manager that I spoke with this morning named XXXX said that this is VA requiring the purchase price of {$180000.00}. So once again I reached out to our VA Rep and this is what he told me : " Good Afternoon, The net proceeds that need to go back to mortgage company at time of short sale closing is {$150000.00}, not {$180000.00}. If the loan is delinquent, which it is, the servicer will contract-out for property maintenance. These are fees that can be claimed with VA by the mortgage company if the loan is not paid in full ( which this is the case because this is a short sale situation ). Please let me know if you have any other questions. XXXX XXXX. '' this was my response : XXXX, The net amount going to the Servicer is over the {$150000.00}. If you look at the XXXX attached XXXX the payoff to Freedom is {$160000.00}.
They will proceed unless we have a purchase price of {$180000.00}, which puts the payoff to the servicer of {$160000.00} XXXX cd attached.Is there anything that you can do to help? '' It appears that Freedom is doing a big disservice to XXXX XXXX 's loan and trying to obtain a higher payoff in a short sale. This appears to be fraud if the VA is requiring a lower amount than the servicer.
|
| 12/18/2015 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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Dear CFPB, I ask that you seriously you investigate this company. I had a mortgage with XXXX XXXX ( already had to file XXXX complaints that are still ongoing ). The mortgage was transferred to Freedom mortgage. The transfer has been a complete mess. After a long trial the previous company finally transferred everything to the new company including a check. The first time I spoke to the new company the person said it was taking them a while to process payments because they were bringing in a large number of mortgages from multiple companies. Per their own records it too almost 2 weeks from when the payment was " received '' ( an attachment will show their own records show it took this long ) for them to actually post it. I was told that this would be corrected and that they would process checks more quickly. Now, I have mailed another check, directly to them this time, and it has been over 2 weeks since the check was mailed and they still have not posted it. I called in to inquire about their address and then asked why it was taking them so long to process checks that are mailed. The woman who answered ( I did not get her name, although they can tell you who it was since the calls are recorded. ) insisted to me that all checks are posted in no more than 72 hours. When I pointed out that their own records showed it took them almost 2 weeks to post my check even after they claimed they received it ( which was 2 weeks after it was mailed. I know the Post office is slow, it is not that slow though ) she then said it did not take them that long to post and then i again stated that their own records show it did and asked why it was taking so long. She then hung up on me.
|
| 03/01/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
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|
Web |
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In XXXX of XXXX, XXXX XXXX and myself entered into a Covid Forbearance plan with Freedom Mortgage and remained in the covid forbearance plan until the home was sold in XX/XX/XXXX. After the home was sold, Freedom Mortgage reported 150+ day late payments to all of the Credit Reporting Agencies in error. I filed a dispute with Freedom Mortgage on XX/XX/XXXX to which they agreed that our loan was protected under the covid protections act at the time of payoff ( letter attached ).
Freedom Mortgage removed the late payments under the monthly status ( credit report from XXXX confirming this attached ) but did not remove the " 5 '' code under the account status so the mortgage was still showing " 150-179 Days Past Due. '' On XX/XX/XXXX, I filed a dispute with the Credit Reporting Agencies to have the " 5 '' code removed. On XX/XX/XXXX, I spoke with a woman in the leadership department with Freedom Mortgage who stated that they will not remove that code, even though we were protected under the Covid Cares Act. After this phone conversation, Freedom Mortgage changed how to loan was reported to a " 6 '' code, now showing " 180+ Days Past Due '' and added " Collection Account '' under the account status ( dispute letter from XXXX attached ).
I have letters from Freedom Mortgage stating that the loan was protected under the Covid Cares Act at the time of payoff, I have documentation from them stating that they will report the loan as current during the forbearance period, as well as copies of their website stating the same information. All late codes and collection account statuses should be removed from all Credit Reporting Agencies as agreed upon by Freedom Mortgage.
|
| 03/17/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Improper use of your report
- Reporting company used your report improperly
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|
Web |
|
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I recently received a copy of my ( XXXX, XXXX, and XXXX ) credit report, and I noticed some late payments posted on my credit report : Freedom Mortgage Corp XXXX Your company is in clear violation of the law. Under 15 USC 1681b - permissible purpose of consumer reports, THE LAW CLEARLY STATES : a. IN GENERAL Subject to subsection ( c ) any consumer reporting agency may furnish a consumer report under the following circumstances and no other : ( 2 ) In accordance with the written instructions of the consumer to whom it relates.
Did I give you written instructions to furnish this on my credit report?
Furthermore, the FAIR CREDIT REPORTING ACT 15 USC 1681 ( 2 ) ( a ) ( i ) Exclusions from a consumer credit report clearly states : ( 2 ) EXCLUSIONS. Except as provided in paragraph ( 3 ), the term consumer report does not include A. Subject to section 1681s-3 of this title, any ( i ) report containing information solely as to transactions or experiences between the consumer and the person making the report.
Delete the above late payments from my consumer report, this agency is in violation of 15 USC 1681 Failure to respond satisfactorily with deletion of the above-referenced account, and send out a free copy of my report after the changes have been made will result in legal actions being taken against your company, for which I will also be seeking {$1000.00} per violation for : 1. Defamation of Character ( per se ) 2. Negligent Enablement of Identity Fraud 3. Fair Debt Collections Practices Act 15 USC 1692g violations.
4. Fair Credit Reporting Act 15USC 1681 violations for willful noncompliance - 616. Civil liability for willful noncompliance [ 15 U.S.C. 1681n ]
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| 06/20/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
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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.
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| 04/25/2017 |
Yes |
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- Trouble during payment process
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|
Web |
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I am trying to make my XXXX payment but Freedom Mortgage is refusing to apply the late Fee 's I have paid correctly, they are holding the money as stated by them. I have the Money for XXXX and XXXX but I refuse to pay the ext ra 5 late paym ent 's when I have already done so, they refuse to apply to my account and are trying to extort an extra XXXX dollar 's that I should n't have to pay. Every time I call them they make up a different story as to why they refuse to apply the late payment 's, I was current as of XXXX 17 and they said they would apply the late payments once I was current which is a lie sense I was current on XXXX 17. They keep making a reference to a fee that they say was wave in XXXX which is also a lie as I made a deal with their customer service if I post dated a payment they would charge me a XXXX dollar Fee instead of a XXXX late charge as stated by their customer service rep. When I asked them to give me the recording of the call where I agreed to pay the XXXX Charge instead of the late fee they refused to get me the call. Freedom Mortgage is basically trying to force me out of my loan and not except the correct payments. I believe they make up policy 's when ever they feel like it, why was n't the late Fee 's applied when the loan was current on XXXX 17. They should be investigate for fraudulently keeping the late fee 's and not applying them correctly it 's a scam to get extra out of people they are illegally holding money to force my loan into default, when I am willing to make the XXXX and payment with out the extra late fee's.Customer service is just rude and has no desire to find any kind of resolution.
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| 03/25/2022 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
|
so here 's the deal. i bought a house last year, closed on XX/XX/XXXX and then right before i was to make my first payment, i was laid off. i immediately requested a 1yr deferral of payments per the covid bill which was granted. during that time, XXXX XXXX said their investors were also giving another 6 months on top of the 12 and i indicated i would like that just in case.
shortly after, the loan was sold to Freedom mortgage who says they " arent sure '' if theyre offering the same 6 month extension even though theyve admitted that they have the same investors. they also fudged my paperwork and requested a restart of payments on XX/XX/XXXX instead of an EXTENSION as per the 6 months allowed by the investors, and on top of it, said my 1yr deferral expires this XX/XX/XXXX...... which is the 1yr anniversary of when i bought the house, NOT when i requested the extension.
on the call today, Freedom mortgage said there was nothing she could do to get it out of a loan mod and in to an extension, and then when i said OK, you know what, i think its time i call the CFPB and the VA, she changed her tune to " oh you know what i can re request an extension '' when she said she couldnt 5 minutes before that. im over it now and clearly they are playing dirty, nor would she put in writing the requests i was making ( deferral for 6 months after initial 12 months expired, converted to 40yr mortgage and then interest only payments for the first 4 months after ). i told her this house has equity and i have a permit showing another 2 bedrooms im adding downstairs so you have nothing to worry about.
time to possibly take l ; egal action or submit a complaint to you guys.
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| 06/22/2020 |
Yes |
|
- Trouble during payment process
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|
Web |
Servicemember |
|
{$2000.00} unpaid for XXXX property taxes from escrow by Freedom Mortgage Company. Notified Mortgage company via phone between XX/XX/XXXX to open ticket. Checked status and sent details regarding delinquency and detailed tax office info again via email XX/XX/XXXX. Checked status via phone and sent another email XX/XX/XXXX and XX/XX/XXXX Each status check, notified by Freedom Mortgage they could not reach our tax office/no response from tax office, still waiting on info, and would provide a status update in 3-4wks. Contacted tax office who reports they were never contacted by the Mortgage Company each time. XX/XX/XXXX they were given the Tax Appraisal accounts manager direct email address to get this resolved and as of XX/XX/XXXX they had not attempted to contact her, but reported they did " try '' to contact the Tax Office. I was confident that the tax office wasn't the issue so I sent email to tax office and mortgage company. Tax office promptly responded ( as expected ) and still no updates from Freedom Mortgage ( as of XX/XX/XXXX ). Freedom has had all required information to make payment as of XX/XX/XXXX. I am delinquent on my taxes despite never being late on a single mortgage payment EVER. After a friend complained he was having problems with getting his home insurance paid from escrow and told us he ALSO goes through Freedom, we did a quick search. It appears this company is natorious for this type of behavior. I have owned 4 houses/4 different mortgage companies and NEVER had this issue, until now. This company has called me at least once a week to refinance but can't call once a week to get this taken care of. I do NOT recommend Freedom Mortgage.
|
| 10/23/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
To begin with, Freedom Mortgage never responded to my complaint of XX/XX/2018. To repeat my complaint, on or about XX/XX/XXXX, my monthly mortgage was mailed to Freedom Mortgage but as of this moment ( Monday, XX/XX/2018 @ XXXX XXXX ) my check has yet to be cashed. I have contacted Freedom Mortgage many times but each time was told that my check had not arrived, per my complaint of XX/XX/2018 to the Consumer Financial Protection Bureau ( Complaint # XXXX ) I kept calling Freedom Mortgage because I was totally stressed out about their not having received my check. They kept telling me it was most likely the fault of the Postal System. On XX/XX/XXXX I again called but was again told ( name withheld ) that my check had not arrived. I suggested that it might be stuck in the mail room somewhere. I was told that this was not possible because checks are processed as soon as they arrive. Well, I called again on XX/XX/XXXX and was informed by the person who answered ( name withheld ) that my check had arrived on XX/XX/XXXX but was only processed that very day - XX/XX/XXXX! I want to submit a BIG complaint about Freedom Mortgage for their lies and their inability to process my check in a timely fashion. They do this every month, sometimes as late as just a couple of days before the XXXX of the month which is typically the date after which one is charged a late fee. This stressed me out completely because I have a very good credit rating and I do not want this affected by the gross negligence of Freedom Mortgage. I am very sorry that my last mortgage company sold my mortgage to Freedom Mortgage which has not shown to be an efficient or trustworthy mortgage company.
|
| 08/30/2016 |
Yes |
|
- Loan servicing, payments, escrow account
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|
Web |
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Freedom Mortgage Corporation is denying receiving monthly payments that were withdrawn electronically from checking account by their bank, XXXX XXXX XXXX. Freedom Mortgage has taken no action to track done these payments through XXXX XXXX even though they were given the Trace ID numbers. The only response to date on my requests to resolve these payments issues are letters saying they need 30 days to research, but it 's now nearing 60 days old and no response. I need assistance to resolve this issue as Freedom Mortgage only cares to charge me interest on payments their Bank withdrew and has no incentive to cooperate with me as they would prefer to foreclose and take my home. All request to talk to a senior supervisor while on the phone have been denied. Freedom telephone response is either their Cash Department or Research department will look into it.
The problem began when I changed my checking account and bank routing information using Freedom Mortgage online system. Freedom says I closed my reoccurring payments, but their bank, XXXX XXXX XXXX, continues the unauthorized withdraws from my checking account without anything being posted to my loan. It appears Freedom Mortgage system did not properly transmit the correct data to XXXX XXXX XXXX. XXXX XXXX continued the withdrawals in XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, and this money is either going to someone else 's loan or being deliberately stolen my employee theft. Freedom Mortgage has charged me interest on my account for the mistakes made by them and XXXX XXXX, which is illegal and fraudulent. My bank has been on the calls, agrees with this assessment, and has never seen such bizarre behavior.
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| 06/13/2020 |
Yes |
|
- Trouble during payment process
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|
Web |
Servicemember |
|
On XX/XX/XXXX I made a payment of {$2500.00} to Freedom Mortgage on their online website. I processed the payment and it stated " thank you for your payment. '' i did not print the page out because I was having printer errors.I assumed the payment processed and would withdrawal from my bank account within a few days like it always does. On XX/XX/XXXX, I noticed the payment still had not come out of my bank so I called Freedom immediately. I explained what happened and asked them to look for the payment. They stated they did not see any payment on XX/XX/XXXX. I asked them to research and explained I made the payment on XX/XX/XXXX. In the interim, I made another payment. I also asked them to note my account so it would not go on my credit. ( this was not my fault ). I phone back a few days later after learning that 1 other payment for XXXX did not go through as well. i advised them it had to be an issue on either Freedom side or the bank. They advised I contacted the bank. I did contact the bank and they said it was on Freedom side. Again I called back to Freedom, made another payment and advised what the bank said. At this point I am frustrated. Neither will accept fault. In the meantime on XX/XX/XXXX, Freedom reported to my credit and my husband ( XXXX XXXX ) credit that we were 30 days late. Today, XX/XX/XXXX I called XXXX XXXX back and they said it was a transmission error between Freedom and XXXX XXXX. They provided my with a note on a XXXX XXXX document state this. I have submitted it to all parties, Freedom and credit bureaus. This was not my fault. This negative reporting affects our business and our federal certifications. We need this reversed.
|
| 06/13/2015 |
Yes |
|
- Application, originator, mortgage broker
|
|
Web |
|
|
We provided all the documents they need to refinance our home mortgage. Home appraisal was done from our pocket. We were very upset about the XXXX months waiting for this home refinancing. We just wanted to rate the service of XXXX XXXX XXXX # XXXX as very, very poor and we would like to file a complaint about our experience ; very poor in communication! My husband called the secretary or assistant more than XXXX times and left a message all the time XXXX and also called XXXX 's cellphone so many times but no reply at all. We highly expected that they could help us with our loan because we were struggling financially and we were living paycheck to paycheck and hoping that they could lower our monthly payment and it did n't happen at all. All we want is their communication if they 're still going to process or not. We have waited for nothing! The money that we spent for home appraisal was wasted. And without them knowing, we paid late payments for our home mortgage and other bills because we 're expecting that it will be closed soon. We have an option to look for another banker or lender, so it could be done as fast as XXXX days. But simply informing us that they ca n't finalize the loan is an easy task to do but we did n't hear anything from them at all. Even my questions, worries and anxieties were not answered at all ( especially those bills that came regarding supplemental tax bill and updated home insurance ) which were already late too. He do n't have a heart to help others! We wasted a lot of money and time for nothing!!! They keep on giving us promises that it will be close by XX/XX/XXXX, then XX/XX/XXXX and now around XX/XX/XXXX or XX/XX/XXXX.
|
| 08/10/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
My home was purchased with 11 % down payment in XX/XX/XXXX. In XX/XX/XXXX, I tried to have the PMI removed as my home value had risen significantly, first due to some improvements and updates I made to it and secondly due to the general rise in home prices. Because I had refinanced ( XXXX XXXX was Investor ) in XX/XX/XXXX, the servicer said that I still had to wait for the loan to be seasoned for 24 months even though I sent a check for the re-valuation of the property.
Early XXXXXXXX the servicing company changed from XXXXXXXX XXXX to Freedom Mortgage. I waited until after 24 months had passed and in XX/XX/XXXX, I contacted the new servicer to have the PMI removed as by now my property LTV was about 66 % by conservative estimates.
The servicer, Freedom Mortgage told me in written and on a call that the PMI could only be removed if I paid down the mortgage per the directive of the loan Investor. I informed them that I chose that particular loan because I knew for a fact that it was a loan that I could remove the PMI after the threshold was met. I asked the representatives from Freedom Mortgage if they could give me or show me the process for removing the PMI, and they said I should send about {$29000.00} to them to pay down the mortgage, that it was the only way to remove the PMI. I told them that was not true and that I was going to file a complaint with the CFPB as well as formally appeal their decision, which had no valid basis. I further told them that I hoped my complaint at a minimum will help regulators to force loan services to publish information on criteria and steps to be taken by borrowers who want to remove the PMI from their loans.
|
| 10/22/2021 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
Older American |
|
Freedom Mortgage told me that my Covid 19 forbearance ended as of XXXX but did not let me know about the following ; XX/XX/2021 the end of the COVID-19 National Emergency Up to 6 months Up to 6 months ( if the initial COVID-19 Extension period will be exhausted and expires during the COVID-19 National Emergency ) 0 Up to 12 months ( if the Borrower or the HECM is eligible for the additional COVID-19 Extension period ) They sent me a loan modification to myself and my son who lives in XXXX NY. I live on the premises concerning this mortgage.
I and my son sent individually the signed loan modification and I called to confirm their receipt but they kept sending me the same loan modification documents and when I called why they kept sending me the documents again when I had called to confirm receipt of both they didn't know the reason. Each time I called the representative couldn't answer the questions that I asked and kept me hanging on the phone. During this time I had submitted an unemployment form confirming that I am unemployed at this time currently seeking a job in Accounting. I have sent messages to Freedom Mortgage weekly and they have been unanswered even though I receive a email confirmation that they would respond in 3 business days which they have not. They tell me that my mortgage payment is due XX/XX/XXXX but I have messaged them that I will have to contact a lawyer if this isn't resolved. I have requested that Freedome Mortgage call me by a representative who is knowledgable about my account but I have yet to hear from this. This has been going on since the second week of XXXX. I am frustrated and will have to seek legal counsel soon.
|
| 03/28/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
|
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Freedom Mortgage paid monies from my escrow account to pay taxes for the sellers ( XXXX XXXX XXXX XXXX XXXX. I was not living at nor did I have ownership of this property, during the period of XX/XX/XXXX to XX/XX/XXXX. I purchased the property on XX/XX/XXXX. However, the taxes due for XX/XX/XXXX to XX/XX/XXXX in the amount of {$10000.00} was/is the sole responsibility of seller XXXX XXXX XXXX XXXX XXXX As you can see on the attached documentation, on XX/XX/XXXX, Freedom Mortgage Corporation paid the first half of the taxes in the amount of {$10000.00} due XX/XX/XXXX. Freedom Mortgage also paid the second half due XX/XX/XXXX, in the amount of {$10000.00} on XX/XX/XXXX. Freedom Mortgage Corporation then paid the first half of my taxes due XX/XX/XXXX in the amount of {$7400.00} on XX/XX/XXXX. As of this day, this writer, has paid a total of {$36000.00} in taxes and escrow. After reviewing all documentation it is clear that Freedom Mortgage Corporation owes this writer, at total of {$10.00}, XXXX.
This writer also wrote a disclosure check payable to XXXX XXXX XXXX XXXX on XX/XX/XXXX for {$500.00} for the period of XX/XX/XXXX to XX/XX/XXXX at my closing. I also wrote Freedom Mortgage Corporation a check for {$6100.00} for taxes. On XX/XX/XXXX and XX/XX/XXXX I spoke with representatives who confirmed I had a new mortgage amount and that I would be receiving a refund in the amount of {$10000.00}. My escrow currently has a total of {$8200.00}, which is short {$10000.00}. The correct amount that should be in my escrow account is {$18000.00}.
As of today 's date I still have not received my {$10000.00} or notification as to when I will receive payment.
|
| 12/17/2021 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
|
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My husband XXXX XXXX called multiple times in XXXX and I would like them to look for the calls as they state " they are recorded '' ... as ALL individuals we spoke to -whether it be my husband or myself spoke of adding the XXXX amount to the remaining principal. We were told on all occasions that if we received loan modification paperwork to ignore it as they would actually send us paperwork to sign via docusign. During this time they said it could take until XXXX of XXXX we didn't have to pay nor would it affect MY credit as my husband filed XXXX XXXX. They all said not worry. Even the gentleman on XX/XX/XXXX at night spoke to us and said he was confused until he spoke to someone who told him that because we never had missed during the forbearance process so instead of being praised for that we are being told that we NOW have to send that paperwork they wanted in. It took me 3 hours to get it together. I am suicidal have been hospitalized recently and they are aware I am on SSDI. I sent them myself as my husband is trying to work XXXX XXXX as he lost his job XXXX of XXXX and he had got XXXX with that extra XXXX, but things are tight. Companies are not paying well and he is XXXX to the XXXX XXXX so he is not allowed to get fully XXXX which seems to be a problem with hiring now. So is injured from a XXXX accident and he is still TRYING to XXXX but he pays most of that money in a rental care which we told them in the hardship letter.
They have all the documents they needed tonight now. BUT the lies beforehand? WHY! I want an explanation. YOU do not care if people take their life with no home and car... you lie about info. What is wrong with you!
|
| 05/21/2020 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
Servicemember |
|
To whom it may concern, I recently received an unsolicited phone call from my current mortgage company Freedom Mortgage. Their representatives called and offered to refinance my mortgage from a 3.25 % interstate loan to a 2.75 % interest rate with approximately XXXX in closing costs. I was promised that I would not loose credit for the 5 yrs I've paid into my loan and I would have any overage in my escrow account returned to me. When I got my initial disclosures everything looked fine. A representative called from the company and advised me to stop my auto draft, because I wouldn't have a mortgage payment due in XXXX. so I did. While on the phone, I had several questions about the disclosure that he was not able to answer, but assured me I would get another disclosure 3 days prior to closing.As my closing date got closer and I hadn't seen my final disclosure, soI reached out to my loan officer. I sent emails and made several calls, that I got no response to. On the day of my closing I had a completely different loan. My loan term went from 25 to 30 yrs, my closing costs when from XXXX to XXXX and they took my escrow and applied it to my loan when I was promised that wouldn't happen. I just paid a shortage of XXXX to keep my mortgage note as low as possible during these uncertain times. My wife and I are both healthcare professionals who risk our health and life on a daily basis as we fight this pandemic. Mortgage companies shouldn't be acting reckless during a time like this. We feel like Freedom mortgage intentionally lied to us, hoping we would got through with a bad loan. We thank you for your assistance in this matter.Stay safe and GOD Bless.
|
| 09/11/2018 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Improper use of your report
- Credit inquiries on your report that you don't recognize
|
|
Web |
|
|
I have a relationship with credit monitoring companies : 1- XXXX XXXX 2-XXXX XXXX Several times over the last few months, I received notifications from both companies, alerting me, that Freedom Mortgage had made " hard inquiries '' into my credit file.
This has been without my consent.
I contacted the company numerous with attempts to question why, and I had not completed a application the times the inquiries were made ( XXXX, XXXX, XXXX, XXXX-twice ) In XXXX I connected with a person who identified his self as XXXX, a manager in Client Services, who spoke with me on a recorded.
XXXX confirmed the problem was real, and it had been happening to others.
I asked XXXX where did you get my information from? He stated, XXXX sold them my social security number, but they should not of made the hard inquiry without my authorization or an completed application on file.
XXXX, said the problem would be escalated, and the inquiries removed immediately, but I would hear back in 24 hours from the sales Manager, this never happened.
although XXXX provided his phone number, he never ever took any further calls from me, as I attempted to reach him afer " not '' hearing from the infamous Sales Manager with no name.
After checking back with the credit bureaus suddenly the inquiries disappeared frm XXXX, to only reappear on XX/XX/XXXX.
After many attempts I was able to reach someone that identified themself as a sales Manager named XXXX XXXX, Who said he too would look into.
He also provided an email address, and ask for proof which was sent to his email.
I have not heard back from Mr. XXXX either this was a week ago.
My Husband has experienced the same.
|
| 03/21/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
Older American |
|
In final review step 2 it says I didn't contact Freedom Mtg to resolve but I did. Trying to edit step 2 to change that to a " yes '' said all would be wiped clear so I left it as No.
Clicked on a link reported to provide current mortgage rates. Ended up starting an application with Freedom Mortgage while we were driving from Connecticut to XXXX. We lost cell coverage and never completed the application.
My wife and I got letters in the mail saying that our application was denied. There was a block to be checked " Credit Application Incomplete '' but it wasn't checked. There was a box checked on page 1 that said the denial was based upon credit report information. On the second page a box was checked saying that our credit score was used in making the decision. We both have scores over 790 which Freedom Mortgage reported verbally was excellent. There were also comments typed in, " Amount owed on revolving accounts is too high '' and " Too many inquiries last 12 months ''.
I called to complain that I didn't want a negative report making judgement about our balances when they didn't even know our income. I only wanted a letter stating that the application was never completed.
They took the forms and checked the block on page 1 showing the application was never completed. But they didn't un-check the blocks related to the credit report, scores, or remove the comments. They said XXXX put those comments there. I called XXXX and they said they don't establish standards for credit approval or denial. I went back to Freedom Mortgage and they insisted they couldn't remove the notes. I told Freedom Mortgage that I was going to submit this complaint.
|
| 02/28/2016 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
Older American, Servicemember |
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Complaint/Consumer Information XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, ID XXXX XXXXXXXXXXXX Business Information Freedom Mortgage XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NJ XXXX Complaint Summary Complaint Type : Consumer to Business Complaint Nature of complaint : Billing or Collection Issues Problem description : I have made voluminous efforts by calling, faxing and emailing Freedom Mortgage Corp. to obtain the following XXXX ( XXXX ) issues : {$1100.00} refund due me resulting from a Cashiers Check disbursed on XXXX/XXXX/XXXX from my XXXX XXXX XXXX Bank checking account to XXXX, TN. XXXX Associates who in turn made a wire transfer to Freedom Mortgage on XXXX/XXXX/XXXX for a purported closing cost deficit of {$1100.00} when I sold my home in XXXX, TN. on XXXX/XXXX/XXXX. Freedom Mortgage claimed they never received my XXXX XXXX Mortgage Payment for {$3200.00} ( Mortgage Loan # XXXX ) which I later validated by providing a statement that I paid it over the phone on XXXX/XXXX/XXXX with a Rep from Freedom Mortgage which subsequently cleared my XXXX checking account on XXXX/XXXX/XXXX. {$1300.00} due me by Freedom Mortgage resulting from an Escrow refund check disbursed by XXXX XXXX XXXX Bank to Freedom Mortgage on XXXX/XXXX/XXXX which represented a surplus in my Insurance Escrow account with XXXX. I have yet to receive my XXXX Form XXXX which illustrates the interest paid on my Freedom Mortgage Loan # XXXX in calendar year XXXX.
Desired Resolution : Refund Desired Outcome Refund monies totaling {$2500.00} and provide my calendar year XXXX Form XXXX which states the interest I paid on my Mortgage Loan with Freedom Mortgage Corp. in XXXX.
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| 09/12/2017 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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I made my mortgage payment on XX/XX/XXXX via freedom mortgages online payment system as I always do on a monthly payment. On XX/XX/XXXX I checked my bank account to confirm my payment cleared and it had not. I called my bank to inquire about the payment and XXXX XXXX confirmed that they had not received a request for payment from Freedom. I logged in to my freedom mortgage account and saw that on XX/XX/XXXX my XX/XX/XXXX payment was reversed. I then contacted freedom to find out why my payment was reversed. The rep said she did n't know but the details show that my account could not be located and that I was past due. I said that is incorrect I make payments every month with no issue and I asked if she could confirm the payment details captured from my online payment. She stated that in customer service she could only see last 3 of routing number and last 4 of account, so she confirmed they were both correct. I proceeded to make another payment on XX/XX/XXXX.I asked how we could confirm the remaining account information she stated she needed to submit a request to get the full payment information and would contact me once she had the information. Days past and no contact so on XX/XX/XXXX I called freedom mortgage and they advised nothing had been done and there was no way to verify the details of my account information. I told them that was unfair, I have never paid late, I always pay online, and no once can confirm what happened. Rep advised unfortunately it had to be a mistake on my part and there was nothing they could do, I use the online payment system at my own risk, they have no responsibility with payments made online and I would need to
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| 05/24/2018 |
Yes |
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- Trouble during payment process
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Web |
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I am a first time homeowner. I purchased my home with Freedom Mortgage back in XX/XX/XXXX. I was on-time with my payments until I got a notice in the mail in XX/XX/XXXX stating that I had an escrow shortage and that my payments would almost double if I did not send a check in for the shortage. My taxes were wrongly assessed, as I did not file for legal residence in my county before XX/XX/XXXX. This put me in the 6 % tax bracket for my home instead of the 4 % that I was originally placed in when purchasing my home. On XX/XX/XXXX, I filed the necessary paperwork to claim legal residence and get my property taxes reassessed. I let Freedom Mortgage know that this was the case and stayed in contact with both them and the tax assessment office. On XX/XX/XXXX, I received paperwork from the tax assessor 's office, which contained my updated/corrected taxes for this year. I sent this to Freedom Mortgage and contacted them regarding this issue.
I contacted Freedom Mortgage this week to check on the status of my escrow and tax issue. The representative let me know that they have an estimated finish date of XX/XX/XXXX to get my escrow account corrected in order to bring my mortgage payment back to its original amount. Freedom Mortgage will not escalate this ongoing issue unless they do not have it corrected by XX/XX/XXXX. I have not been able to make payments since this all started back in XX/XX/XXXX. This, of course, has been an ongoing issue for almost three months with my mortgage company, which is absolutely astronomical. I will NOT go into foreclosure or file bankruptcy because of a mistake that my mortgage lender refuses to fix in a timely manner.
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| 10/06/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Escrow, taxes, or insurance
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Web |
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First of all Freedom Mortgage is a scam and should be investigated by CFPB. There are stories all over the internet, XXXX, XXXX reviews, etc concerning this shady company jacking up peoples escrow requirements and refuses to provide any real explanation or accounting.
Personally on XX/XX/23 I received notice that my mortgage payment was increasing by the substantial amount of {$1400.00} monthly. The letter provided no details outside of their being a " shortfall '' in my escrow account. I call Freedom mortgage 3 times before the end of XXXX and no one was able to provide me an explanation. Multiple times I was promised a call back or that a ledger would be mailed to be and I received nothing.
I have continued to call Freedom Mortgage every other month when my payment is due to demand an explanation and I have never received anything I have been promised and only have encountered increasing rude and increasingly incompetent representatives who also can not explain this. Including multiple times they just hang up when they cant answer a question.
Out of 18 calls to Freedom concerning this issue only twice have a gotten someone who tries to find an answer and both of these nice ladies have ended up saying " I don't know what to tell you '' and " this doesn't make any sense. '' I am writing CFPB now because yesterday, XX/XX/23, I received my property tax bill. It is within {$100.00} of last year. My insurance for this year is the exact same amount as I paid last year. Nothing has changed. I just gave a shady mortgage company ( Freedom Mortgage ) a XXXX loan at zero interest this year and I am not the only one they are pulling this trick on.
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| 06/27/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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In XX/XX/XXXX, we were affected by the hurricane and offered disaster relief assistance from XXXX ( mortgage company ). We did not have to make a payment XX/XX/XXXX XX/XX/XXXX & XX/XX/XXXX. We were given the option to modify or accept a forbearance. In the process of modifying the account was transferred to Freedom Mortgage. It took almost a year to rectify this issue because XXXX did not have us classified as being under a program so our loan was considered delinquent. After several complaints and the assistance of FHA/HUD. We were able to rectify the situation. We were advised no late fees would be assessed and our credit would reflect affected by disaster/current. In XX/XX/XXXX when the partial modification was completed, I had to request an update to the credit bureau because the loan was showing 90 days delinquent. It was updated to current. Then in XX/XX/XXXX, freedom mortgage reported the account 129-160 days delinquent. We have already established that the account was never delinquent but under a disaster program. I am currently trying to refinance and I can not because they keep reporting the account as negative. They updated it to current but was over 90 days delinquent. This has prevented me from getting a line of credit and the interest rate on the refinance is higher. I need XXXX to advise freedom mortgage that no fees should have been assessed on the missed payments, I need freedom mortgage to waive the late fees that were added, correct my credit report to show CURRENT PAYS ON TIME NEVER LATE and to adjust the balance of the partial modification. I have asked several times for a supervisor and I have never received a call back!
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| 05/30/2018 |
Yes |
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- Trouble during payment process
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Web |
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Property tax exemption was approved XX/XX/XXXX by City tax assessors office.
Loan was transferred from XXXX to Freedom Mortgage on XX/XX/XXXX with an escrow surplus. Made numerous phone calls to XXXX prior to transfer of loan, but to no avail.
XX/XX/XXXX emailed Freedom Mortgage Customer service regarding escrow refund. XX/XX/XXXX received a generic email response referring us to " Your Loan Transfer - FAQ '' on their website.
XXXX with Freedom Mortgage representative on XX/XX/XXXX & requested escrow refund, in amount of {$5100.00} -- she asked we send proof that we were tax exempt - emailed copy of tax exempt letter.
XX/XX/XXXX Spoke with Rep Id # XXXX in regards to tax exempt letter submitted - said target completion date was XX/XX/XXXX.
Spoke with Rep. Id # XXXX on XX/XX/XXXX, notes per escrow dept ... '' our research found that your account is not being escrowed for your property taxes, but for your homeowners insurance ''. Rep. said that escrow analysis can only be run within 90 days of acquiring loan.
Called back on XX/XX/XXXX - Rep. Id # XXXX, says since they acquired the loan, escrow analysis could be requested at 60 days. Rep ordered analysis, said the target completion date XX/XX/XXXX.
XX/XX/XXXX spoke with Rep. Id # XXXX, claims pending tax research and unable to do escrow analysis at this time. - - - - - Requested to speak to supervisor ... ID # XXXX. Supervisor said that escrow was done on XX/XX/XXXX BUT had not been " downloaded in the system ''. That it may take a few weeks.
In a nutshell ... getting the run around, Freedom Mortgage holding our money for no reason and seem to be stalling on processing a refund.
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| 02/14/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
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I purchased a home on XXXX XXXX XXXX XXXX, Ma XXXX on XX/XX/XXXX. Since all payments have been made accordingly and XXXX different companies have owned the mortgage without any issues. As of approximately XX/XX/XXXX Freedom Mortgage accepted ownership of the mortgage and problems with insurance immediately began by such mortgage ceasing all insurance payments to XXXX insurance through XXXX. Our insurance nearly lapsed as a result and we immediately made payment in order to avoid such lapse. We contacted freedom mortgage in order to correct the situation which they agreed had been a mistake. On approximately XX/XX/XXXX we received a letter from freedom mortgage insurance department indicating that they would be purchasing insurance for us a a substantially higher cost and retain the escrowed insurance payments. We again contacted freedom and disagreed with the decision instructing them to again contact XXXX and solve the matter as representatives for the insurance company were waiting. Lastly on XX/XX/XXXX after having made yet another mortgage payment, I contacted freedom mortgage to inquire about the issue No yet resolved but no attempt or information has been provided nor resolution to the problem. This concerns me immensely since it is one of the very reasons these companies use to initiate foreclosure action on a renovated, increased value home that my husband and I purchased at a higher cost with some problems needing repairs. Id truly appreciate a stronger hand in getting this matter resolved since I have evidently not made myself clear enough on the resolution attempts. Your assistance is truly greatly appreciated. Thank you XXXX XXXX
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| 09/22/2020 |
Yes |
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- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
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Web |
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XX/XX/2020, I filed complaint number XXXX regarding inaccurate credit bureau reporting and erroneous crediting of payments. XX/XX/2020, I received a response from XXXX XXXX XXXX, Director of Customer Service Freedom Mortgage. In response, Mr. XXXX declared the following. " This will report your account as current for these months when we next report to the credit bureaus, which is currently scheduled for XX/XX/2020. '' On XX/XX/2020, I received a notification from XXXX my credit score had increased 100 points due to Freedom Mortgage rectifying their erroneousness.
On XX/XX/2020, I received a notification from XXXX my credit score had decreased by 101 points due to Freedom Mortgage re-reporting the same errors they had just rectified.
At this time, XX/XX/2020, XXXX is reflective of Freedom Mortgage, rectifying their errors. However, I am sure if Freedom Mortgage follows past practices, the score will drop any day.
At this time, XX/XX/2020, XXXX still reflects 3 30 day late payment reports.
I have been dealing with Freedom Mortgage for almost ten months regarding their incompetencies, empty promises, and spin.
I am trying to refinance my loan with my credit union. However, I am unable to due to Freedom Mortgage incompetencies. The irony is I am receiving unsolicited offers from Freedom Mortgage to refinance.
I am notifying the Utah State Attorney Generals office of Freedom Mortgages ' incompetence and disregard for reporting accurate, factual information to the Fair Credit Reporting Act or F.C.R.A.
If this requires an alternate venue for Freedom Mortgage to correct the failure, I am more than agreeable to pursue that possibility.
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| 07/24/2018 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Credit monitoring or identity theft protection services
- Billing dispute for services
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Web |
Servicemember |
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My husband and I had a VA mortgage through Freedom Mortgage from XX/XX/XXXX until XX/XX/XXXX. We were in the process of selling our home in XX/XX/XXXX. We closed on our house on XX/XX/XXXX. The title company was in possession of the payoff check and was responsible for disseminating the check to the mortgage company. Due to having to pay {$10000.00} to sell our house, we were unable to make the mortgage payment for the month of XX/XX/XXXX. Since we closed on XX/XX/XXXX, the payoff was sent to the company within the 30 days. The mortgage company decided that they would place a 30 day late payment mark on our credit report, regardless. The method of disseminating the payment to the company is not in our control and due to the company 's business hours, they claim they did not receive the payment until XX/XX/XXXX. My husband called and talked with a representative that was very rude to him and insisted that we should have a thorough knowledge of the mortgage business. I attempted to resolve with the company through a phone call and the XXXX, but the company insists that they have recorded calls from a week before the closing date, but none of the calls after. I even talked with the company on XX/XX/XXXX and informed them that we had closed, but they state they do not have that recording either. We had a perfect payment history with the company and are offended in their treatment of veterans when a situation is out of our control. We did everything possible to get the payment to them before the end of the month and are not responsible for their business hours or the actions of the title company. We would like them to amend our credit report.
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| 03/09/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
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Web |
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I recently found out that my mortgage company reported that I was delinquent on my mortgage payments. This is not true and an unfair reporting as a new customer. I never asked for Freedom Mortgage to buy out my loan and they have had zero communications with me about any changes in due dates and such. They only sent me a letter stating they had purchased my loan. After setting up my initial account, I continued on, assuming that the due date ( XXXX of each month ) would stay the same as it was with my previous company. I have never had any issues with late payments in the past ( ever ) and my report proves this. I have only had issues with Freedom Mortgage. After months of issues and late fees, I was curious as to what was going on. I contacted them, speaking with someone about the issues. I was told the due date was the XXXX of each month. My ( previous ) normal due date the ( XXXX ) was now the ( XXXX ), which made it show I was late. Auto pay will not pick up on this change, Thus showing I was late far later than I would have been with my last company ( XXXXXXXX XXXX ). I spoke to someone about the due date, I was denied a request to have it changed. I contacted Freedom about this and requested an official review from the website. Spoke with someone about expediting the process to have it removed from my credit report and my response was it will take about a month for a response. This has already affected my personal credit report which WAS outstanding. My score has dropped XXXX points, all because of communication issues with Freedom. Keep in mind this is from a single payment, not a delinquent account months behind. Very unfair...
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| 11/29/2016 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
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I was told by Freedom Mortgage when I received my XXXX advance check in XX/XX/XXXX that as long as the checks are under XXXX they will endorse and send the check back out. I also informed Freedom Mortgage that I am the homeowner XXXX and will be XXXX along with my fianc and uncle to help. I received the remaining balance for repairs of XXXX a few days ago and sent it to them and now I am told I need a contractor for them to release funds. I have contracts that I have signed for my windows and fireplace that needs to be paid with the remaining and that is only the beginning. I am not in my home its been 4 months since the flood and I am not making enough progress there is mold on the outside of the exterior that needs to be repaired and I am now told I need a contractor after some of the work has been completed by my family and I. To top it off one of the representative left me on hold and ended the call. My family and I have suffered enough and are still currently displaced. I am also required to continue making monthly payments to Freedom Mortgage and my HOA. My HOA is also guaranteed a portion of this money to complete exterior repairs. Another representative told me they have to make sure the repairs are right however my home has passed framing inspection and electrical. My final inspection will be put on hold if this money is not released because I can not afford to pay out of pocket to fix my home. I am very upset that I was told I will be reimbursed by sending in receipts after I have to pay with my own money. I am already paying to live in a temporary home and my current home is not able to be occupied until the final inspection.
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| 02/14/2020 |
Yes |
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- Struggling to pay mortgage
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Web |
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Last year in early 2019 my family had a financial hardship. My mortgage company Freedom Mortgage worked with me to get a modification on my loan to lower my payments. I am very grateful for this company and do appreciate the new payment amount. However, I was not informed on how long of a process this would take. I provided all my documents in a timely fashion and the process took much longer then it should. If I would have known this would cause me to miss 7 months of mortgage payments and decrease my score and my wife 's score drastically, I wouldn't have made this decision. This has affected my financial situation in a different way now. This modification process just transferred financial stress from me not being to pay my mortgage company to now not being to pay all my other accounts with other companies because now my interest rates are extremely high and I can't keep up with the payments. This has put financial stress back on me and my family & I know this isn't the goal of a loan modification. I worked really hard to get a XXXX credit score when I bought this home and now I'm in the low 500 's ( and XXXX my wife ) because of the long process I was unaware of. I did call several times during the modification process as was worried something was wrong since it did take so long to get completed.
I have called to speak to someone at Freedom about possibly removing some or all of the late payments but they said they are unable to do so. Again, I'm so very grateful for the modification but I wasn't informed on how long of a process this would take and would have taken that into consideration before going through with this process.
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| 03/30/2018 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Improper use of your report
- Credit inquiries on your report that you don't recognize
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Web |
Servicemember |
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I have noticed that I have a hard credit inquire from your company on my XXXX XXXX and XXXX XXXX credit file dated XX/XX/XXXX. As you probably know, Credit Reporting Agencies treat inquiries as a statement of fact and will not allow a consumer to dispute them. Since it is against federal law ( Fair Credit Reporting Act15 USC & 1681n ( a ) ( 1 ) ( B ) for an entity to view a customers credit report without a permissible purpose, I am writing to inquire as to your alleged purpose for doing so since I did not apply or request credit from your organization. Based on the evidence in my possession, this inquiry was performed under false pretenses as described in the clear language of the law. 15 USC & 1681n ( a ) ( 1 ) ( B ) states, in part, in the case of liability of a natural person for obtaining a consumer report under false pretenses or knowingly without a permissible purpose, actual damages sustained by the consumer as a result of the failure or {$1000.00}, whichever is greater. I have filed a police report with the Sheriff 's Department XXXX XXXX XXXX onXX/XX/XXXX with a report number # XXXX for identity theft, Name and unit of Reporting Deputy XXXX XXXX XXXX XXXX. This is informing you that this was a fraudulent application and I did not authorize your company to pull my report. I do hope that we can settle this matter amicably. Please remove this hard inquiry from my credit report upon receipt of this letter to avoid further damage to my credit. Your immediate attention is appreciated in regards to this matter. Please contact me if you have any questions. Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX LA XXXX Email : XXXX XXXX
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| 11/16/2020 |
Yes |
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- Trouble during payment process
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Web |
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I did a streamlined refi that closed in XX/XX/XXXX. On XX/XX/XXXX I was sent a letter by the city saying my property tax had not been paid. I sent an email to Freedom Mortgage on XX/XX/XXXX asking why it hadn't been paid and what happened to the money that was in escrow. No response. A call to the city XX/XX/XXXX to see if the payment had come in since they sent the letter. No payment received. I called Freedom Mortgage on XX/XX/XXXX. Spoke to XXXX. Research should be done by Tuesday, call on Wednesday. Called Freedom Mortgage XX/XX/XXXX. Spoke to XXXX. Completion date is XXXX. That means research should be done that day. I asked for written notification of resolution. On XXXX I received a notice from Freedom Mortgage that I no longer had insurance on my home. This should also come out of escrow. Called my insurance company. Insurance was paid XX/XX/XXXX and was good through XX/XX/XXXX. Called Freedom Mortgage. Confirmed insurance issue was resolved. Asked to be transferred to tax department. Spoke to XXXX. Research was expected to be completed today but there are no notes. XX/XX/XXXX. No response yet. emailed them again. XX/XX/XXXX, no email from them yet. emailed them again. XX/XX/XXXX. Called city to see if taxes had been paid. No. Balance due has increased again because it's late. Called Freedom Mortgage again. Spoke to XXXX. The last note is from XX/XX/XXXX. States they are waiting for Single Source Title to verify payment was sent to the city for taxes. I asked for their number so I could confirm. He stated they did not have that information. I asked to speak to a supervisor. After waiting 20 minutes, the call was disconnected.
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| 08/24/2020 |
Yes |
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- Trouble during payment process
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Web |
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On XXXX XXXX of XXXX I had a fire in my home which displaced 6 people. XXXX XXXX and XXXX adults. XXXX children are XXXX and XXXX adult. Since XX/XX/XXXX we have lived in XXXX XXXX and our coverage with XXXX XXXX is ending XX/XX/XXXX. Freedom Bank ( Freedom Mortgage is where we have our mortgage ) has a check for {$67000.00} to start construction since the end of XXXX and multiple mishaps or miscommunications has made it so now we have lost our contractor. We will be homeless in a month with XXXX kids, I am the only employed person in the home. We do not qualify for government help because I am a XXXX. My husband doesnt qualify for disability but he cant work. There is one income. I am struggling everyday to pay for the lost, replacing clothing and toys and professional and seasonal clothing. This has financially stressed us. There is no movement and no release of money. Im struggling to pay for this life and need to be in my home. I now have to file bankruptcy because of this situation. We have experienced theft and water damage as well due to the mishandling of our claim by XXXX XXXX to our home. We need help. The hardships and impact on my family has been immense emotionally, mentally, and physically. Our entire family and animals were exposed to XXXX by this as well. Weve been told by our bar rep to settle now to get money to start the construction, but its not enough to cover. XXXX has repeatedly delayed and have handled us carelessly, as well as Freedom. My husband has a XXXX XXXX and my child watched him be XXXX in an XXXX by their mother who thankfully got home in enough from double shifts to cover this disaster financially.
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| 01/20/2020 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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In XX/XX/XXXX, I moved back into the home at XXXX XXXX XXXX XXXX, Tx due to my ex-wife abandoning the house and letting it go into foreclosure. She had taken sole custody of the home in our divorce in XXXX. Upon moving in, I paid all the leins and began working with XXXX XXXX to modify the mortgage into my name only. I completed all the necessary paperwork to include filing a Quit Claim Deed with XXXX County signed and notarized by myself and my ex-wife giving me the house. During this time, XXXX XXXX transfered my file back to Freedom Mortgage, who was the original loan company. Because of the transfer, I had to completely begin the modification process over, which I did and submitted all the paperwork to Freedom Mortgage. Freedom sent my mortgage paperwork with my name only and I signed and sent it back as instructed. Fast forward 3 1/2 years and I look into selling my home and I find out the modification was never completed and they do not even have copies of the paperwork I submitted to them. I find out my ex-wifes name is still on the house. This has caused huge problems for me and my family. I completed everything I was instructed to complete, twice and it is still not taken care of. Every since I moved into the house in XX/XX/XXXX, I have not missed a single payment by a single day. Now I find out that my credit have multiple 180+ delinquent payments listed from XXXX from Freedom mortgage, which has cause my credit rating to go down. I have attempted contact with Freedom Mortgage several times and I can not get anyone to even call me back. I plan on selling this home and building a new home but I cant until this is cleaned up.
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| 01/08/2023 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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At the end of XXXX I received my tax statement in the amount of XXXX I called the XXXX XXXX XXXX XXXX in South Carolina to inform them that their assessment was incorrect., the office corrected the issue and sent a corrected copy of XXXX which I forward to Freedom Mortgage on XX/XX/XXXX. According to my mortgage statement that was due XX/XX/XXXX I had an escrow of XXXX. I received a escrow check in the amount of XXXX which was returned voided back to Freedom Mortgage. For my XXXX statement was due for XX/XX/XXXX my escrow was XXXX I then called Freedom mortgage and asked the why did they send the incorrect amount to my county tax office when the corrected copy was sent on the XXXX of XXXX the answer that I got was " The company sent over a million dollars out to pay customer escrow taxes on XX/XX/XXXX '' I responded that they had plenty of time to correct the error and I wanted it fix I have insurance due as well. I was told that they are working on it I called back and the issue was not fixed I spoke with a supervisor named XXXX that admitted that the company was in error and that my county has all the money and they are waiting for the county to return the unused portion which could take up to 90 days I called my tax office and I was told " The tax office only accepted the XXXX.and that XXXX which is the finance institute that does the distributing of funds for the company has the excess monies. so that mean the company has their monies. I " m paying this company back a negative escrow on money that they have. So in all retrospect they have their money and is keeping my escrow account hostage for ransom. That is beyond criminal.
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| 03/03/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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In XX/XX/XXXX I talked to Freedom Mortgage about possible forebearance due to my health issues. Nothing was ever discussed as to what will happen at the end of my forebearance period. I had surgery on XX/XX/XXXX in which I couldn ' t go back to work for at least eight weeks. Freedom Mortgage went ahead and set me up for the forebearance until XX/XX/XXXX. I recieved a letter stating I had a certain time to pay the balance of {$5900.00} or my house could go into foreclosure if I don't call them. I called and spoke to an agent in their " forebearance group '' and had 3 choices. 1st one was pay it up front within 3 months with present monthly payments, 2nd one was payment release where its a loan modification and I start the whole underwriting and refinance to their discretion, or 3rd one was mortgage recovery advance where I pay later.
My problem is that the agent told me I might lose the interest rate of 2.75 %, that it was totally up to the underwriter. I want to make sure that this doesn't happen as I just refinanced this last year to get the low rate. I also don't want this affecting my credit, because of the no payments for 6 months. I have sent them a {$1000.00} payment for XXXX even though it wasn't posted on my current statement. I had to call and verify it because at this point I don't trust this institution. I shouldn't have late charges either but there is {$120.00} charge on the statement as well.
I support a family of XXXX and can't lose my home, as I have been very obedient in making payments since I have owned this in XXXX. I don't know where else to trun to get assistance in this situation. Thank you for your time..
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| 08/04/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My mortgage was recently purchased by Freedom Mortgage Corporation. I received a notice of this change dated XXXX. Upon receiving my first billing statement, I noted a {$150.00} fee ( undefined reason ). I called Freedom on XX/XX/XXXX about what the fee was for and I was told it was for an appraisal. I informed them that I didnt request an appraisal and had no need for one and to kindly remove the fee from my account. I also notified the customer service rep that this was predatory behavior and I wouldnt accept it. She submitted a request to review the fee to their customer care team. While I waited on the response I did some research online. This company just settled a class action lawsuit in XXXX for, guess what, charging fees for home appraisals. Looking at the settlement, the amount paid in the settlement appeared to be less than the fees they charged. I am rather confused by that, but I digress. I received a letter dated XX/XX/XXXX that says the Customer Care Team received my inquiry regarding a fee and that the corporate advance fee was an appraisal fee. It made no reference to my request to remove the fee, nor did it justify the fee based on any mortgage paperwork I had signed. This is absolutely unacceptable. I have no control over my mortgage being sold to a bunch of scam artists. I no longer feel comfortable setting up automatic payments with this company since they will steal from me if I let them. Please assist me in correcting this type of behavior with selfish corporations like Freedom Mortgage and remove a fee from my account intending to prey on me in the hopes that I wasnt aware of an increase in my mortgage bill.
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| 09/26/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
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Web |
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My mortgage was purchased by a company called Freedom Mortgage last year. Im extremely concerned with how theyre conducting business as Ive had mortgages since XXXX and Ive never had to work with a company this dishonest.
My insurance has been escrowed for years and theres never been an issue with payment. Last year, freedom mortgage wasnt paying my insurance. I called them about the lack of payment ( they did not reach out to me ). They said they couldnt get in touch with XXXX and I needed to call them. XXXX had not heard from them. I then got a threatening letter from Freedom Mortgage stating I would need to be on their insurance and would pay a monthly fee ( I wanted to continue with XXXX, not forced onto Freedom mortgages insurance company ). After MULTIPLE emails and phone calls ( which took weeks of my time ) I was able to remove Freedom Mortgage from paying my insurance. This year, I have paid my insurance in full ( just last month ). Freedom mortgage is now stating I will be charged {$80.00} a month to be on their insurance. My home is fully covered. Ive emailed Freedom Mortgage twice and called 3x, the phone calls have went nowhere, I just get sent around in circles and put on hold for 15 mins. Only one of the emails has been answered that they need to research this issue. Im not sure what needs to be researched as I literally explained this to multiple workers there, last year.
Again, I have paid my home insurance and refuse to be on theirs as that is stealing {$1000.00} from me. Please research this company- Im sure they are doing this to multiple innocent people that never even signed up to do business with them.
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| 01/11/2017 |
Yes |
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- Settlement process and costs
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Web |
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XXXX XXXX XXXX XXXX XXXX, Va XXXX Loan Number XXXX Refinance XX/XX/XXXX Closed XX/XX/XXXX During an audit of my closing documents I found that prior to refinancing the MIP was {$61.00} ( closing XX/XX/XXXX ). After refinancing ( XX/XX/XXXX ) my MIP more than doubled to XXXX per month for 10 years. This is a substantial increase and I should have been informed in writing prior to closing.
Due to failure to disclose XXXX x XXXX =XXXX x 10 years = XXXX as opposed to XXXX xXXXX = XXXX x 10 years =XXXX.
Therefore due to failure to fully disclose the cost of the refinance and predatory lending, in addition to misleading advertising I am requesting the return of XXXX MIP overpayment.
XXXX x XXXX=XXXX x 4 years ( XX/XX/XXXX-XX/XX/XXXX=4 ) = {$3000.00} plus any fees. And a reduction of MIP to its previous rate.
Please let me know when I will be receiving a check. Please see attached documents. I was told there would not be any new charges.
When I inquired about the deficiency, I received in the mail what I consider a threatening letter from your XXXX Office which basically stated I should be grateful.
When I tried to ask customer service about the amount of the MIP they whined and said they did not know.
I refinanced from 6 % to 3.75 % and expected to see a 2.25 % ( {$290.00} ) decrease in my monthly mortgage payment. Instead I received only {$100.00} decrease. When I asked what my new monthly mortgage would be I got the run around and in addition I was told the loan would take 30 days - the loan took six months to close from XX/XX/XXXX to XX/XX/XXXX. I said to my self they are trying to figure out a way to defraud and you did.
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| 05/17/2018 |
Yes |
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- Trouble during payment process
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Web |
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On XX/XX/XXXX I tried to schedule a payment with Freedom Mortgage Company in the amount of XXXX the amount of my current mortgage payment. I TRIED to make the payment by XX/XX/XXXX payment options that were available each payment option told me I was not able to make the payment because I did not make the payment in full ( including late fees ) I was told by multiple supervisors that the late payments could be done at any time and was not required to be made at time of monthly payment. I feel discriminated against because I had financial difficulties in the past and I am now trying to get my finances in order however Freedom Mortgage Company 's payment system is basically designed to not allow you to make your current mortgage payment ... it makes you pay the entire amount in full when it States you can make your monthly mortgage payment free of charge however the system only allows you to take advantage of the free options ... if you don't have any past due balances ... this disclaimer is not stated on any documents. For people who get paid on the XX/XX/XXXX and it clearly states I have until the XX/XX/XXXX to make my payment they allow no free options like they do for regular customers this is very deceptive practices. There is no time to mail a payment so the only option there is ... make a payment over the phone with a representative ... so because I had financial difficulties in the past ... Im being punished with a XXXX fee each month because I have no other options available to me to make my mortgage payment free of charge. I can't help when an employer decides to pay its employees and I shouldn't be penalized either.
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| 10/04/2021 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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Hi, I'm making consumer finaince complaint today about my current mortgage lender ( freedom mortgage ). I've had this loan since XXXX of XXXX. I received a phone call from a loan officer in early XXXX of XXXX. The Loan officer informed me that under Bidens administration there's a plan to cover all refinance fees under FHA loans to help Americans with their home loans and to lower interests rates. However, this was all just a sales pitch and was super deceptive. We went to close numerous times since that phone call 7 months ago and between the lies, false promises, underwriting, and closing. Nothing has added up. Several times we was informed we had to close on the day of scheduled closing date that we didn't know was scheduled. We also never received documents before hand to know what the new loan would look like several times and the numbers was never as promised when we did look at the paperwork. After we realized that wed be refinancing the house wit would roughly end up paying XXXX in closing costs, plus cash to close, plus first payment within thirty days. That we would be refinancing our house for the same overall price as what we purchased the house for 2 years ago. That also never seemed to add up giving the fact that our amortization schedule was computing it's generated numbers in itself and didn't match up. I've also paid extra payments and more towards principal each month to support that fact. I have been given the run around so much that I'm absolutely sick of trying to deal with this company altogether. I feel like they have a good scheme going on and its essentially stealing a tremendous amount of wealth.
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| 10/16/2015 |
Yes |
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- Settlement process and costs
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Web |
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My home mortgage had a starting balance of {$430000.00} XX/XX/XXXX. My monthly payment was paid through auto-deduct each month, on-time and was {$3100.00} ( principal- {$670.00} ; interest- {$1300.00}, and ; escrow- {$1100.00} XXXX. I refinanced and paid off this mortgage XX/XX/XXXX and Freedom provided the following payoff statement to my lender ( this was prior to receiving my XXXX payment, which resulted in a lower principal of {$420000.00} XXXX : Principal- {$430000.00} ; Accrued interest- {$4000.00} ; escrow advance- {$1100.00} ; unpaid late charges- {$250.00}, and ; recording fee- {$86.00}. The total payoff due was {$430000.00}. I have called Freedom multiple times to ask them to remove the late charges & recording fees and their reps said these should n't have been charged and are incorrect, but to my knowledge, they have n't been removed. Additionally, I asked for a breakdown of why they indicated {$4000.00} of accrued interest when my monthly interest is only {$1300.00} -- which means they collected over 3 months of interest at my closing. They said they would send me documents to support their figures and show an accounting of their figures, and how much I was owed back, and that I would receive these by XXXX, but I have not received them as of XXXX. I called them back XXXX and their message said their call volume is too high, so I would need to call back another time, and then it disconnected me. It seems to me that their accounting is erroneous, inaccurate and potentially fraudulent, and that they have no intention of correcting this, or giving the consumer any documents to refute their erroneous calculations.
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| 08/26/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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Freedom mortgage received double payments on my monthly loan. When I realized what was going on I asked them to stop pulling payments as I had payments already pulled for my loan. I asked for the additional payments to be refunded back to me. The customer complaints escalation team confirms 3 bi-weekly payments were duplicated. However each time I call in - NO one will give me a number to call them back and NOONE has a direct line or an extension for me to call back to. Each time I have called I speak with anyone new. each time we have the same conversation ... they want to only reimb me 1 payment. Each time it always concludes with yes they owe for 3 bi-weekly payments and that the money will be mailed. I wait, after NO refund -I call back in and start the complaint all over again. NO notes are placed in my file, No one that I talk to has a direct line or even an extension for me to call. They all promise to expedite the refund, but no payment is recieved. I started this process on XXXX XXXX! on XXXX XXXX I was given only a portion of the full refund owed me. Again when I called, I was told they first show no refund, then they will pay one and then this last time they need my XXXX payment in full before they can reimburse the " additional " payment that has been on my account since XXXX. I feel I have been patient long enough. I also feel that if I were late on my payments I would be charged interest and a late fee! My bill stated if my payment is not received by a certain date I will be assessed a {$42.00} late fee. I now think they should pay me interest as well as a late fee for the days I have waited for my refund.
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| 06/02/2016 |
Yes |
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- Settlement process and costs
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Web |
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Just recently my husband and I were contacted by loan officer XXXX XXXX XXXX who works for Freedom Mortgage Corporation. He recommended that we refinance our home since interest rates are at an all time low. My husband asked XXXX XXXX what the closing costs on our end would be since we have not really saved for a refinance at this time. He explained that there would be no closing costs since Freedom Mortgage currently holds out loan. My husband then continued to explain that when we built our home with XXXX XXXX that we opted to take a higher interest rate to not have PMI. He asked XXXX XXXX if by refinancing we were now going to have to pay PMI. XXXX XXXX said no we would not have to pay PMI and there would be no closing costs for us. So at that we decided to go forward with the refinance. After submitting all the necessary paperwork required we were approved for the new loan at the new rate. XXXX XXXX sent us all the paperwork to sign electronically which after careful review and seeing indeed there was no PMI and no closing costs to us we signed and submitted the paperwork. Not long after we submitted the paperwork we received an email from XXXX XXXX the loan processor stating that we do indeed need mortgage insurance. I explained to her the situation and she said she would reach out to XXXX XXXX. After weeks of trying to get in contact with XXXX XXXX he has not returned any of our emails. The only thing we received from XXXX XXXX are new documents to sign which show that we now would owe over {$4000.00} in closing costs. He has had no contact with us and refuses to return any form of contact or answer our questions.
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| 02/03/2021 |
Yes |
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Web |
Servicemember |
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Initially I had agreed to a loan amount for XXXX. This included the initial escrow of 8 mo for XXXX and the 3 mo cushion for XXXX, A pre paid of XXXX in prepaid property taxes. My loan officer said I would not have to pay a mortgage in 2 months and that I would get the 6K back from the old lender. I did not want to include in the loan but he said I had to.
I called XXXX XXXX to find out where my escrow was and they said they had paid the escrow and was still waiting on the final check from Freedom. XXXX XXXX is a wonderful company I wish I could go back to. All my fellow veterans steer clear of Freedom Mortgage. Freedom would not return their calls or mine. This was during XXXX. XXXX XXXX was about to wire them their check back. We both were not getting our calls returned. They finally paid them to satisfy the loan.
I found out from my previous mortgage company that they had already paid the taxes in the amount of XXXX. My loan amount should of been l XXXX. So after spending the month of XXXX trying to find out where the XXXX was with numerous phone calls I still do not have a resolution. They have now revised the closing disclosure saying that XXXX is being put in an escrow analysis and they will let me know next week what they decide. I didn't even see the first closing disclosure until the day of closing.
What needs to be done.
You have collected the escrow of 8 months and the cushion. The closing disclosure should be revised to reflect the correct loan amount. It should be XXXX. The money should not be put in escrow. I am writing this letter to complain because I know this company has taken advantage of me.
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| 12/17/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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I refinanced my home mortgage. The refinance closed at the beginning of XXXX 2016.
My loan servicer, before this refinance closed, was Freedom Mortgage.
The title company, for the refinance XXXX XXXX XXXX requested a prepayment for the second half of our 2016 property taxes, {$2300.00}, due on XXXX XXXX, 2016. XXXX paid the property tax on XXXX XXXX, 2016 check # XXXX.
After receiving my escrow refund from Freedom Mortgage, which was less than I expected, I logged in to Freedom Mortgage 's website, and realized Freedom Mortgage had also submitted payment for the property tax from my escrow account on XXXX XXXX, 2016.
I called Freedom Mortgage on XXXX XXXX to inquire about this double payment. They told me the tax department would have to investigate my claim and this would take up to 30 days. On XXXX XXXX, 2016 I called Freedom Mortgage and they told me that their payment was not refunded to them, and I should call my county treasurer.
According to our XXXX County XXXX, Freedom Mortgage uses a third party XXXX XXXX XXXX to handle tax payments to them. XXXX receives payments in bulk from Freedom mortgage early in the month of XXXX and pays near the due date of XXXX XXXX. Also, according to XXXX County Treasurer, the county tax roll is updated to XXXX on a nightly basis, and since the tax was paid on XXXX/XXXX/2016, the payment for our parcel would be deflected, email attached.
I called XXXX to confirm this information. They told me that the payment for our parcel was deflected and they had refunded the payment to Freedom Mortgage in a bulk refund of {$63000.00} check # XXXX on XXXX XXXX, 2016, email attached.
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| 08/27/2015 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Settlement process and costs
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Web |
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Deceptive mortgage lending practices by Freedom Mortgage which included bait and switch, fradulent documentation, and predatory behaviour with goal in mind to obtain funds from consumer by pushing consumer to roll fradulent closing costs into loan that the consumer is not responsible for as per agreement.
There is sufficient evidence that I have been completely misled through the refinance process and provided wrong and fradulent information ( i.e. Summary of Transaction ) by Freedom Mortgage that was misleading and deceptive.
It was very clear from the offer I received from Freedom Mortgage which included many verbal communications and a Summary of Transaction that I can provide a copy of that Closing Costs were covered by lender. This was the agreement and mutual understanding throughout the process all the way up to being only a week or two out from actual closing at which time it was suddenly communicated to me via a random phone call ( not even in writing ) that the offer has changed and I as the consumer I would have to pay the closing costs now. All the detials, supporting documents, and dates can be provided.
With all the respect, that is very deceptive and misleading business practice that is unfair to consumers and that is ultimately costing all of us participating in the mortgage business including the government a lot of money. I do not accept this and I ask you kindly to help with this case as I 'm sure there thousands of consumers that are falling vicitim to these kinds of predatory lending practices.
In the supporting documents you can clearly see that the closing costs are covered by the lender.
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| 01/26/2024 |
Yes |
- Mortgage
- Conventional home mortgage
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- Incorrect information on your report
- Account information incorrect
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Web |
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Freedom Mortgage reacquired my loan in XXXX of XXXX ( they had sold it and repurchased a few years later ). I had the same insurance policy since I purchased the home in XXXX of XXXX. When Freedom bought my mortgage they failed to pay the insurance and no one, XXXX or Freedom Mortgage, informed me. Freedom claims they sent me letters but nothing was ever received by me as I informed them multiple times. This is also a a recurring complaint against Freedom Mortgage of failure to pay insurance or notifying home owners. As soon as I was finally made aware ( by the increase in nearly {$6000.00} a year in escrow expense on my monthly bill ) I called them got the information and got new insurance within the week. Despite this, I'm still being charged roughly {$2500.00} more a year in escrow for insurance that was cheaper than my original insurance that they failed to pay. I've requested it be remedied on numerous occasions and even turned autopay off recently while they were supposed to investigate and get back with me. Despite them still blaming me for their failure to pay my insurance, which no other mortgage company has had an issue with ( my mortgage has been sold about 8 times since XXXX ), they've failed to respond timely, respond at all, or correct the issue. On top of that, after speaking with someone today from Freedom regarding the hit they put on my credit for late payment, they informed me that they themselves had received cancellation notice from XXXX regarding my insurance ( she said this twice even after backtracking it after the first time ), but at the same time claim to have no record of the insurance due.
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| 03/10/2020 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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After our home was fully remodeled after the XXXX XXXX in North Carolina, we listed our home for sale. We could not afford the second mortgage, we're a military family and we were renting the home until the hurricane hit. When we tried to sell the home, we realized we would need more than $ 11k at closing so we proceeded with a short sale. During that time Freedom Mortgage sent a preservation company to the home to mow the lawn. While mowing the lawn they busted the water spigot on the back side of the house which caused water to leak inside the home for almost XXXX weeks before the appraiser from Freedom Mortgage arrived and alerted my real estate agent. The home was under contract with a short sale and during this time the home was vacant as we were waiting on the appraisal to move forward with the sale. This happened in XX/XX/XXXX and as of today, XX/XX/XXXX the damage has not been repaired. We can not rent, sell or live in the home due to the excessive damage and mold. We had another cash offer on the home after the buyer backed out and the VA denied the cash offer because as they stated, Freedom Mortgage is responsible for the damages and filing a claim to have the home repaired and back to the condition it was in prior to the water damage. We are being forced into foreclosure as we have no other option at this point. We have gone around and around with Freedom Mortgage, and the VA. My last conversation with the VA I was told to walk away. I do not think it is fair to us as the home owners to be forced into this situation when it was not our fault. We are taking the hit financially and even harder on our credit.
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| 10/03/2019 |
Yes |
- Mortgage
- Other type of mortgage
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Web |
Servicemember |
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XX/XX/2019, I was contacted by Freedom Mortgage, our current mortgage company. XXXX XXXX, loan officer, offered a refinance opportunity to drop our current rate by half a point, which would get us to 3.5 %. He let me know the benefits of refinancing with freedom mortgage and we agreed.
My wife and I have signed several e-documents and we also submitted all requested documentation in a timely manner. In the middle of XX/XX/2019 I received a call from Freedom Mortgage collections asking us to pay for month of XX/XX/XXXX.
My wife also had a follow up call with XXXX and he let her know that all documentation was submitted and we were set to close. Unfortunately, XXXX XXXX, stated that we did not submit our proof of occupancy. I contacted my wife to verify and I found that she did submit all documents requested.
We never received correspondence from Freedom Mortgage requesting a certificate of occupancy. I do, however, have proof that XXXX XXXX only requested a current utility bill and a current pay stub. No specification was provided on both husband and wife or other. I have the email saved from Freedom Mortgage to prove this.
Lastly, I spoke to XXXX XXXX, XXXX, on XX/XX/XXXX. She told me that she understood our issue. Her plan to resolve this issue was to waive the interest accrued for the month of XX/XX/XXXX, waive the closing cost for XX/XX/XXXX and to also waive XX/XX/XXXX mortgage payment. She told me that she would follow up with an email verifying what she said to me after our XX/XX/XXXX payment posted. Our payment has posted, I have called her, with zero response nor have I received a confirmation email.
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| 07/14/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Ive made 2 previous inquiries to Freedom Mortgage via phone about removal of PMI ( Private Mortgage Insurance ) once my loan to value was under 80 % in XXXX. I was told that PMI wouldnt be removed until the original date the loan is due to be under 80 % ( several years from now ), even if I reached this number sooner than that date. I sent an electronic message via the Freedom Mortgage website on XX/XX/XXXX. I received an electronic response that stated informed us about the " BPO Process '' and getting our house appraised in order to start the process for PMI removal. This was the first time i was notified about this process and appraisal. Whether deliberate or customer service incompetence ( or lack of knowledge ), I've overpaid PMI Fees since XX/XX/XXXX. Freedom mortgage failed to inform us about the BPO process during my previous inquiries. We were not informed of the BPO process until Freedoms Mortgage 's reply on XX/XX/XXXX. Since we've met all requirements for removal of PMI since XX/XX/XXXX. On XX/XX/XXXXWe sent a electronic message via the Freedom Mortgage website requesting that they waive the BPO fee of {$100.00}, and refund all PMI payments made following the loan balance reaching 80 % of original value. On XX/XX/XXXX we paid the mortgage in full ; we called Freedom mortgage to make sure the wired funds were received and to check on the PMI request. The representative stated that the wire was received ; however, they did not see the written request made on XX/XX/XXXX. I informed the representative about my request to refund PMI payments, and they she stated that thats not something they typically do.
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| 05/18/2020 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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I paid my mortgage on XX/XX/20, it also auto drafted from XX/XX/20. So I was charged twice. I called my mortgage company to inform them of the error, they confirmed that two payments were made both my manual and the auto draft. The representative told me not to worry and that they will do further investigation and someone will contact me back. I did not receive a return call or any type of notice until I received my mortgage bill stating that I owed for both XXXX and XXXX. Instead of refunding the auto drafted payment in XXXX, they refunded them both, and failed to provide notice any action was taken.
They reported to the credit bureaus that I missed the payment although I did not miss that payment. I called them again to inform them that I was not 30 days late and explained the situation to the representative. They saw the error in there system where I was charged twice and that they refunded both payments instead of one, and they agreed to wave the late fee. Once they waved the late fee, I paid the amount due in full. I was informed that I had to send an email to dispute the credit reporting which I sent an email on XX/XX/XXXX explaining the situation. I did not receive anything until XX/XX/XXXX, a generic letter stating that they are right and their decision to report stands.
If they had only refunded one payment this would not have happened or if the would have informed me what was being done in regards to the payment, this could have been avoided. This is unfair, and a violation of the FCRA. This is an error on their end. I should not be punished, and my credit should not have to suffer for their mistake.
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| 02/04/2016 |
No |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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Freedom Mortgage Company has lost and otherwise misapplied three of my mortgage payments over the course of the past six months, the most recent payment being my XXXX 2016 mortgage payment which was made on XXXX XXXX, 2016 and received on XXXX XXXX, 2016.
Despite repeated attempts to locate my payment and sending proof of the payment by my bank to Freedom Mortgage, they continue to call me daily, send me threatening letters with late charges assessed and harass me. Most importantly, they are incompetent in servicing my mortgage loan. They have cost me countless hours of phone calls, waiting on hold and passing me from person to person without providing any answers as to the whereabouts of my payment.
After calling them every day this week, they are telling me at the 11th hour that my bank sent the payment electronically and they ( suddenly and without notice ) are telling me that they " do not accept electronic payments ''. The only method for payment instruction that my banking institution ( XXXX XXXX XXXX ) has for them is to send the payment electronically.
Now, after waiting an entire week, they are telling me that I have to go back to my bank and get them to track down the lost payment.
All of this is beyond frustrating and not the first time that this has happened to me in my less than 2 years of having a loan with this incompetent company. They should be fined and put out of business.
My next course of action is going to be to refinance this loan with another bank to get rid of them. I have the luxury of being able to do that. Many other consumers may not have the same ability.
They are awful!
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| 04/17/2019 |
Yes |
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- Incorrect information on your report
- Account status incorrect
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Web |
Servicemember |
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Hello, I late payments for XXXX, XXXX, XXXX and XXXX of XXXX. At that time frame we were having serious issues with our Mortage company over a unacknowledged tax credit we have, we were getting false information about how this issue was going to be resolved, at first we were being told that the back pay would be applied to our next due payment, we would receive our next statement and see that it was not then we would have to back pay it to be caught up at which point Freedom Mortage representatives were telling us that again it would be applied to our next payment this cycle continued until we contacted our loan origination company to get involved due to our constant miss information and run around we were receiving, residential mortgage got In contact with a representative from Freedom Mortage who worked with us to resolve the issue. We ended up receiving a back payment check as we learned that the it could not be applied to a payment and that it was incorrect information that was being given to us! Our late payments were not our fault and are due entirely to faulty information given to us by Feedom Mortages call center. These late payment reports are drastically and negatively affecting our credit.
Our point of contact has been XXXX in customer relations at Greedom Mortage.
The customer care office who is the department that would resolve this will not return my calls or emails.
I sent Freedom Mortages customer care center a email on XX/XX/XXXX and again on XX/XX/XXXX the second time I also CCed there customer relations office yet still with no response!
Any help would be greatly appreciated Thank you.
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| 05/05/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
Servicemember |
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XXXX Paid Mortgage Payment- website not functioning properly and stated the following day that it was not paid. Although we had confirmation it was.
XXXX Paid Mortgage payment again due to the website error and being told by Freedom Mortgage that it was not accepted.
Both of these were then debited from our bank account the first payment that they stated was not taken and then the second. We can prove through statements from XXXX.
XXXX Contacted Freedom Mortgage we were told to contact XXXX that this was on their end and nothing Freedom would or could do. Contacted XXXX paid a fee ( out of our pocket for Freedoms mistake ) to then have this payment reversed and credited back to our account.
XXXX Paid Mortgage Payment XX/XX/2019 Pay Reversal done by XXXX due to prior phone call with the stop payment & reversal as they blocked Freedom from taking any money from our account. When the request came through from Freedom they denied it based upon this.
We have screenshots to show this and where it was paid and paid on time.
XXXX We were made aware that two payments were due at this time due to the mistake outside of our control. We immediately in a show of good faith paid two payments at the same to get this back current. Incurred additional late fee even though this was something we never knew about and have screenshots showing where it was paid on time.
Even after such as this was corrected and Freedom was aware of the mistake and mishap from the website & XXXX they chose to report this to our credit. The single derogatory remark ever on our perfect credit profiles. This has reduced our scores drastically.
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| 09/27/2019 |
Yes |
- Mortgage
- Other type of mortgage
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Web |
Servicemember |
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XX/XX/2019, I was contacted by Freedom Mortgage, our current mortgage company. XXXX XXXX, loan officer, offered a refinance opportunity to drop our current rate by half a point, which would get us to 3.5 %. He let me know the benefits of refinancing with freedom mortgage and we agreed.
My wife and I have signed several e-documents and we also submitted all requested documentation in a timely manner.
In the middle of XX/XX/2019 I received a call from Freedom Mortgage collections asking us to pay for month of XX/XX/XXXX. I kindly let them know that we would be signing our new mortgage loan in that month. According to XXXX XXXX we would be have XXXX dollars when the signing was complete.
Soon after I called XXXX, to find out what was taking so long. He let me know that we had to pay our sewage bill to our township. I immediately paid that bill, scanned and forwarded the receipt to XXXX.
My wife also had a follow up call with XXXX and he let her know that all documentation was submitted and we were set to close.
Unfortunately, XXXX XXXX, stated that we did not submit our proof of occupancy. I contacted my wife to verify and I found that she did submit all documents requested.
We had a conference call with both XXXX XXXX and XXXX. XXXX stated he submitted all documents to XXXX, however XXXX stated that she never received them and failed to contact us so we could work the open issues.
I have contacted both XXXX and XXXX supervisor and they have not contacted me yet. The billing cycle for XXXX will be over on the XX/XX/XXXX and will miss that payment.
XXXX Manager XXXX XXXX XXXX XXXX Manager XXXX XXXX XXXX
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| 12/30/2016 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
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Since the beginning we have had nothing but trouble with this company, about two years now, they continually raise our monthly payments and upon inquiry as why they were going up we were told it is due to a missed payment and it distributes that months payment across a 12 month period, which would be fine if we were actually behind! Additionally, every month we try to make a payment online it simply says that a payment can not be made to an unknown error, we have tried several different browsers and computer still did not work, forcing us to make a payment through their telecommunication and proceeding to charge us a penalty of {$40.00} or so each month. However, what brings me here today is another issue we continually have with them is that, this month we were actually able to submit a payment online and recived a statement stating that the payment was received and successful on the XXXX however today we received an email stating that the payment failed and they have charged us a {$15.00} failure fee, an additionally {$30.00} processing fee or something, and now a late payment. When we called the mortgage company to make the payment again because a website can not refund these fees as I feel we are entitled to a refund due to the fact that, we received a successful payment statement and they waited XXXX days to contact us which made our payment late, we now have to pay the telerep fee, and upon demanding a manager several times the representative refused to let us to talk to XXXX. This company is a crook! and upon looking at the XXXX reviews it appears that many people has had the same issues.
Thank you.
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| 08/12/2021 |
Yes |
|
- Trouble during payment process
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|
Web |
Servicemember |
|
On XX/XX/XXXX of this year I received a letter from Freedom Mortgage stating that I had a lapse in my homeowners insurance, and that they had purchased insurance to cover the gap. After speaking with my inurance, they confirmed that the policy had not been paid, and Freedom Mortgage was not listed as the mortgage company on the account. Freedom Mortgage representatives in their insurance department argued it was not their responsibility to change the insurance information when they purchase a mortgage. Their Director of customer service seems to think it was their responsibility in the attached email. However, I also refinanced less than 4 months prior to this incident, which probably should have prompted a review of the insurance information.
Bottom line is my payment was not made on time by Freedom Mortgage and they purchased force placed insurance for my mortgage. It would appear, based on 12 CFR 1024.17 that their actions are in violation of the law. It clearly states that Freedom Mortgage is responsible for making timely payments, and can only purchase force placed insurance if they believe that the property has been abandoned or the policy was cancelled for a reason other than non-payment.
In my communication with their director of customer service, XXXX XXXX, I informed him they were in violation, and requested they report themselves for this infraction. He declined.
It would appear these are standard practices for Freedom Mortgage, so I can only assume they have violated this law on a broad scale. Please investigate and prosecute these infractions to the fullest extent of the law. Thank you.
|
| 04/13/2018 |
Yes |
|
- Trouble during payment process
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Web |
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I refinanced my home mortgage with Freedom Mortgage in XX/XX/XXXX. At that time, I was instructed that I would have to pay MPI for at least 5 years before it could be eliminated as a requirement. The elimination factors for the elimination of MPI were 80 % equity value and no late payments. I have been in communication with the lendor of the course of the 5 years and in XX/XX/XXXX, I was told to write a letter to have the MPI dropped from mortgage after my 60th payment which was scheduled for XX/XX/XXXX. I did so and never heard back. Since then, I've written 4 letters and have had 4 phone conversations. None of my letters have been responded to and I am still paying MPI insurance. When I refinanced, the Home Value Appraisal was {$290000.00} and the refinance amount was ~ {$260000.00}. The loan balance is now {$220000.00}. which has me at 76 % equity value and I have never been late, making additional principal payments the entire life of the loan. I have requested that the MPI be eliminated and all payments starting with XX/XX/XXXX be refunded and applied as additional principal payments. Again, Freedom Mortgage fails to reply to me and take any action to remedy this situation.
( Note that Freedom Mortgage did an internal conversion about 3 or 4 years ago from their previous processor, XXXX, to their own processing system. It seems that at that time, Freedom Mortgage inaccurately converted my loan balance into the appraisal value field. I have provided them the documentation from the loan closing showing that the value appraisal was $ XXXX, not $ XXXX. I do not want to pay for their conversion error ).
|
| 09/01/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
|
|
Web |
|
|
Our mortgage was sold to Freedom Mortgage in late XXXX 2016. Our previous mortgage company sent a check to pay for the ( entire ) homewowers insurance ( {$1800.00} XXXX on XXXX XXXX. Then, Freedom Mortgage sent another check ( for {$1800.00} XXXX on XXXX XXXX, paying it twice. We found out about this when we received a check from our homeowner 's insurance for this double payment. My husband called Freedom Mortgage and ( after being told it was " impossible '' for it to have been paid twice by someone at Freedom Mortgage XXXX, was told to send a check with out account number and a note to " add to escrow shortage '' to a specific address. A check with those specifications was sent to the address given, and it was cashed in XXXX. I have a copy of the cancelled check from my bank. In XXXX 2016 we got an escrow statement showing our escrow was way below what was required by law -- -because they had never credited that check it to our escrow account. I have no idea where it was credited, but not to our account. We called and we were told to submit a copy of the cancelled check and a description of what happened to their customer service email address. We did on XXXX XXXX. And we heard nothing back. Then I sent another email ( forwarding the original with a new note saying we had n't heard anything regarding the issue ) on XXXX XXXX. I sent a XXXX email on XXXX XXXX, asking to please let us know the status within 24 hours. Nothing. So I wrote again yesterday again asking for an update within 24 hours, still nothing. I want to know what happened to our {$1800.00} and have it properly credited to our account!
|
| 05/02/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
|
|
I would be very VERY cautious before ever EVER getting a mortgage with XXXX XXXX. If you do you will be inundated with mail and email solicitations trying to get you to refinance. The mail solicitations they make look like something you need to open and when you do it will just be another sales pitch. You get so many that you begin to routinely throw them away rather than waste your time ... but beware ... in the process you might throw away their annual escrow analysis. So even if you have the mortgage set up to be automatically paid by your bank 's bill pay system, you will suddenly not be paying enough. They will call you and email you non-stop to refinance you but will they tell you your payment was a little short? Nope!! So although you send them your payment, they will take the payment and sit on it ... and not apply it ... because it wasn't the new full amount. Then they will report you late to the credit bureau.
They never sent it back they never called me to let me know they were just holding it in limbo. Instead they reported it 1 times 30 days late on my credit report despite that I had paid on time just was short by their new escrow adjustment. I brought this to their attention and asked them to correct the error since they actually had almost the entire amount of my payment. Their response was " This correction would be considered a courtesy and we are unable to honor the request. '' Again, be wary of doing business with this company. They are very dishonest. My credit history is spotless except for this because I always pay my bills on time. Please help me get them to fix this error.
|
| 11/22/2016 |
Yes |
|
- Loan modification,collection,foreclosure
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|
Web |
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|
I make partial payments to my mortgage company. Freedom mortgage 's automatic system does n't allow you to make partial payments. You have to make a full payment. Also, when that payment is made on the automatic system, you have to pay a {$10.00} fee. When attempting to pay with a representative, you can make a partial payment, but there 's a {$15.00} fee for them to process it. You also can not make a partial payment online either. When paying online or on the phone, you can not provide a credit/debit card #, you have to provide a routing/account #. I was furloughed and not able to make payments. I applied for their mitigation loss program. I allowed the 30 day period to review my documents. They denied it because i had n't had XXXX mos of payments. I 've had the loan since XX/XX/XXXX, but refinanced XX/XX/XXXX. I have never applied for the mitigation loss package, but apparently needed a payment reduction. They never called or submitted a letter or notification of the results of the mitigation. I called to receive that information. When I spoke with a rep about the denial, she provided other options that would all cause the payment to be accrued once I returned to work and would need to pay a double payment each month or close to a double payment, within a XXXX month period to become current and or apply for a loan modification again once, I reach my XXXX month period to do a loan modification. I would like to also mention, the refinance only allowed a {$30.00} reduction in payment. Freedom mortgage does n't offer any sort of beneficial help to the consumer and especially in a financial hardship.
|
| 09/29/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
I bought a house on XX/XX/2020 and Freedom Mortgage was the mortgage company. I put a down payment of less than 20 % down on the mortgage and they added the XXXX Mortgage XXXX ( PMI ), which is standard. After some appreciation and paying the the principal balance, this past XXXX I had an appraisal down and found my balance was over 20 % of the appraised value. I contacted Freedom Mortgage and they kept passing me around to different departments, and with different excuses so they did not have to offer me a solution, including that I had to have the PMI for 2 years ( which I didn't not see in the executed mortgage documents. I finally was told that the department that I needed to contact did not have phones to take calls!!! But they said they would send my information to that department that would get back to me. I later received a form letter saying that unless I made an improvements to the property ( which I didn't ), that I wasn't able to eliminate the PMI fee. I contacted them again 3 times and I received the same letter, until the last time I was told my account was under consideration to have the fee waived, and I would get an answer in the mail. 1-2 weeks later, I received the same form letter.
This time, I am talking to Freedom Mortgage while typing this complaint and they are telling me there are guidelines required by Fannie Mae and XXXX XXXX saying this PMI can not be removed for 2 years.
I feel trapped with nowhere to go. I am over XXXX and believe this may be happening to several people. I want them to do an approaisal at my expense and eliminate this " free '' money they receive.
|
| 11/08/2019 |
Yes |
|
|
|
Web |
Servicemember |
|
Absolutely the most incompetent company dealing with mortgage loans on the face of the Earth. What they are doing and the fact that they are allowed to handle mortgage loans should be investigated by Congress to say the least. First off they called me inquiring about refinancing my VA home loan they had bought from ** ****** ***** & XXXX ; into a lower interest rate. I was pleasantly surprised that a company seemed like they were out to help the little guy ... .. That was the last time I would be pleasantly surprised .... All be it not the last time I would be surprised, horrified might be a better word when dealing with Freedom mortgage. First off, they already own my original home loan so documentation and numbers shouldn't be that hard, however it is and the new loans escrow was over {$200.00} short of where it needed to be in order to cover property taxes. Did I mention those are public information through XXXX County wedsites?? Well, I caught the error and had to send the form THREE TIMES WITH THE CORRECT NUMBERS to their closing department to have the numbers corrected. THEN I sat around my house on three separate occasions waiting for them to show up to close on my refinance ( this after noon being the third time ) AND NO ONE SHOWED UP! I called them everyday this week to insure everything was in place to close today, even called them yesterday afternoon and they reassured me everything was ready to go! Nope! Once again they didn't show up. I have taken 5 days off of work just to close on this loan!!!!!!!!!! And no one in management has even attempted to contact me! Absolutely disgraceful.
|
| 09/02/2017 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
Servicemember |
|
I am a XXXX XXXX XXXX Veteran and XXXX XXXX. I completed XXXX year and XXXX months of XXXX XXXX. I completed approximately XXXX years and XXXX months in the active reserves and XXXX XXXX. To reduce personnel, the XXXX XXXX offers a voluntary program called XXXX XXXX. What this program does is allow a veteran to voluntarily separate from XXXX XXXX into the XXXX XXXX XXXX XXXX. The XXXX must then double the amount of time owed on XXXX XXXX ( in this case XXXX years and XXXX months ) and complete this term in the active XXXX XXXX XXXX. I accomplished this. Had I known that separating from the XXXX XXXX XXXX XXXX XXXX prior to XXXX years of completing XXXX XXXX, I would have stayed and at least met this minimum requirement.
I have purchased and/or refinanced homes XXXX times each time receiving a Certificate of Eligibility ( COE ) from the VA. Now, I am applying for a VA loan with Freedom Mortgage. Almost all areas of the process have been completed to approve the loan ; however, the VA will not issue a COE thus preventing Freedom Mortgage from completing the loan. I served my country, I am a Veteran, and I served honorably. I should be allowed to receive a COE since I have been given XXXX before as a veteran. I think this sets a precedent. The VA denied sending the form to Freedom Mortgage. The VA informed me that since I did not serve XXXX years XXXX XXXX, I am not eligible for the COE to use the VA loan benefit I was promised back in XX/XX/XXXX when I separated service to join the active XXXX XXXX XXXX voluntarily and with the Air Forces ' blessing. I XXXX from the XXXX XXXX in XX/XX/XXXX or so.
|
| 09/13/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
Loan No : XXXX Freedom Mortgage keeps applying Escrow balance to every months auto payment. They know that I have selected no Escrow for my mortgage where I am paying separately for Mortgage insurance and city taxes. In-spite of calling every week and this issue is ongoing for the past 6 months, Freedom Mortgage has failed to resolve this internal clerical error that they have. They are not helping.
It is unethical to charge a customer Escrow balance for insurance when I told them I do not want their bank issued insurance coverage. I have provided proof of coverage continuous since 2014. My Mortgage payment has gone up because of this unethical and unauthorized escrow balance.
Freedom mortgage has created a Escrow balance of {$11000.00} that is entirely fraudulent. I called Their bank owned insurance company and there is no insurance policy set up. They are figuring out these alternate means to cheat customers and collect additional funds beyond the normal interest rate they earn through mortgage.
I did a little bit of research for Freedom mortgage and there are many complaints about this mortgage company applying the same schemes to cheat customers and collect additional unauthorized funds on the mortgage.
I believe serious actions need to be taken to penalize this organization for their unethical business practices. I have wasted hours over the phone every week trying to resolve my situation but the outcome is going nowhere.
Regards, XXXX XXXX XXXX Please read the following supportive links : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
|
| 05/25/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Older American |
|
FEMA changed the flood category of our property in late XXXX. We were not informed of this change until we received a letter in early XXXX from Freedom Mortgage indicating that flood insurance was now required. We promptly complied and obtained a flood insurance policy in late XXXX which we paid for ourselves.
Freedom Mortgage is now attempting to force us to pay escrow for flood insurance.
My mortgage document specifies that the buyer will provide hazard insurance including flood insurance. Freedom Mortgage is the XXXX holder of the mortgage has no right to change its original terms. I have paid for the flood insurance in a timely manner and it is in force until XX/XX/XXXX.
Freedom Mortgage is demanding {$390.00} per month ( or {$4700.00} per year ), but my flood insurance policy cost {$2000.00} per year. Thus they are trying to defraud me of {$2600.00} per year.
Freedom Mortgage claims that there is an escrow deficit of {$2000.00}, but since we paid for the flood insurance, there is no deficit.
I made the XXXX payment in the correct amount of {$800.00}. The check, which bore the note : " Principal and interest only. No escrow '', cleared my bank on XX/XX/XXXX and was obviously on time. Freedom Mortgage assessed a late fee of {$40.00}. In addition, Freedom Mortgage did not credit my account for the {$800.00} which I paid and they accepted. The {$800.00} does not appear on the monthly statement. Also, Freedom Mortgage now claims that this account is in default despite the fact that all payments have been made on time and in the correct amount. All of these of actions are out and out fraud.
|
| 05/27/2020 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
Servicemember |
|
I am in limbo between two mortgage companies. My current mortgage company, Freedom Mortgage, purchased my loan from XXXX XXXX back in XX/XX/2020. The issue is there was an unpaid balance that wasn't included to fulfil the payoff in its totality. XXXX XXXX is coming after me for the remaining balance, and Freedom Mortgage is coming after me for this months payment. I have called Freedom Mortgage countless times but have been given the run around, and even hung up on twice. I am able to make my monthly payments. However, I am NOT prepared to pay both my monthly payment and XXXX remaining balance that is remaining due to XXXX. Just today I called Freedom Mortgage, and was transferred, and had to explain this complete disaster over and over again to four different people, only to be told again " I'm sorry XXXX XXXX, but thank you for your service. I see that this is a VA loan. I don't know what to do because this has never happened. Please hold while I transfer you over to our closing department because I don't know what to do ... .click ''! The phone hangs up and I'm left with no answers. I have been told for over a month that someone would call me once this issue is resolved so I can make my XX/XX/XXXX payment. Mind you, it is now XX/XX/XXXX. Instead I received a mortgage statement from Freedom mortgage in the amount of {$2900.00}, to include {$58.00} late fee. I have NEVER missed any mortgage payment or even been late. This has been the worst experience I've ever encountered with any company. Currently I am seeking legal advice on how to move forward. I pray no one else has to experience this.
|
| 04/10/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
I received a statement dated XX/XX/XXXX from my mortgage company stating my payment was late and that I was charged a late fee. I called on XX/XX/XXXX after returning from an overseas trip and spoke to XXXX ( agent number XXXX ). XXXX explained I received a late fee because my payment was received after the grace period. I told XXXX I have confirmation from my bank indicating they sent the XXXX payment on XX/XX/XXXX and Freedom Mortgage received the payment on XX/XX/XXXX. I asked XXXX to check into why it took Freedom Mortgage ( Headquarters location is XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX, NJ XXXX ) so long to process the payment. XXXX put me on hold and contacted a team leader. XXXX came back on line and told me there was an issue at their payment processing center during the month of XXXX and that they are going to waive the late fee. I told XXXX thanks, but this is the second late fee I have been charged by Freedom Mortgage through no fault of my own and requested to speak to a supervisor. XXXX transferred me supervisor XXXX ( agent number XXXX ). XXXX told me the company had is issue with their lock box in XXXX and it caused a lot of customers to receive late payment charges/noticed. I asked him since the company knows they have an issue, are they taking corrective action automatically or are they only thanking action when customers call to complain. XXXX indicated they are taking action when customers call. He gave no indication the company is taking corrective actions for the accounts where customers do no notice the late fees. I can provide supporting documentation if required.
|
| 07/31/2020 |
Yes |
|
|
|
Web |
Older American |
|
Starting in XXXX of this year, I made repeated attempts to communicate my concerns with someone, anyone at Freedom Mortgage.
I have not been contacted I have been ignored.
I contacted my agent XXXX XXXX, by email, voice mail and messages left with customer service agents.
And his supervisor XXXX XXXX again by email, voice mail and several messages left with customer service agents. When I asked to speak to a supervisor, I was put on hold until I had to gave up after 56 min.
When, my sales agent XXXX XXXX was selling me he was very attentive. After, Mr XXXX, succeeded, in misleading me to refinancing with Freedom Mortgage.
He has not returned any of my calls or messages, since he closed the deal.
I'm not sure what the fiduciary responsibilities of a mortgage company are but I'm sure there must be some regulations, about responding to a customer.
How long can they successfully avoid a loyal, paying customer?
To date I have been ignored.
No one has returned any of my phone calls, emails, text and several messages to Freedom Mortgages automated message center. I left messages with customer Service agents, and the automated message center.
I received, automated acknowledgement emails that my messages were received and that they would respond to me.
The messages did not say who or when.
I have not been contacted I have been ignored I believe l may have been targeted as an older customer and promised misleading statements until I thought I was getting what I asked for.
It appears to me that Freedom Mortgage had only one concern and that was closing the deal and booking the contract.
|
| 12/29/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
I am attempting to request XXXX XXXX for the year XXXX and XXXX. Freedom Mortgage outsourced my loan, unbeknownst to me, and claims they do n't have access to my records. I have called their company multiple times on XXXX & XXXX only to get different answers from them each time I call. They have given me the number tot he company which they claim has my information, a company I never signed paperwork with, yet every time I call that company and enter my personal information I get transferred right back to Freedom Mortgage as they 're my mortgage company! I tried calling the other company without entering my information and I am unable to get through to a persona and at one point stayed on hold for over one hour ( I can provide phone records ).
I spoke with an escalations person at Freedom, XXXX, and she told me Freedom can not get my XXXX XXXX for me that I have to deal with this outsourcer even though I never agreed to allow my account to be transferred.
The only time Freedom wants to speak with me is when they 're trying to get me to refinance my house, so they only able to help with sales calls, not service calls.
Additionally, in XXXX they failed to perform a mortgage/escrow analysis for over one year as a direct result of them oursourcing my account to a third party. They claim it was n't their fault because they were n't handling the loan, but I opened the loan with them!
It appears Freedom opens accounts with customers then sends their business to subpar vendors and washes their hands of any responsibilities to their customers. Yet they will make frequent sales calls to you.
|
| 09/15/2018 |
Yes |
|
- Trouble during payment process
|
|
Web |
|
|
I am writing in regards to my current loan with Freedom Mortgage Company. Freedom Mortgage Company purchased my original loan with a correct estimated escrow amount of {$140.00} per month for county taxes. They were provided with this information for the escrow from the previous lender who showed the {$140.00} per month escrow amount value for my loan. Upon being contacted by Freedom Mortgage Company advising me of an option of refinancing my loan, I agreed to go through with the refinance. When I completed my refinance, my new loan then had an estimated escrow amount of {$43.00} per month. The average county tax for a townhome in my area is estimated to be around {$1400.00} per year. It was not until I received my recent statement in XX/XX/XXXX, that I first noticed a shortage in my escrow account, as my payment had increased by {$290.00}. I had not received any previous correspondence from the company advising me of this. I then had to call them to get the escrow shortage letter forwarded to me via email. After further review I called the company again advising them of the mistake that was made, I was told I could only dispute in writing and nothing else could be done. I have sent an email to the company 's Customer Care unit as directed. I have been told a response can take up to 30 days. Instead of my escrow estimate being based on the correct county tax amount of {$1400.00} per year it appears that the county tax amount used was based on the pre-construction value of my home. The {$1400.00} per year is the tax assessment value that should have been used when calculating my refinance.
|
| 04/28/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
I contacted my mortgage servicer, Freedom Mortgage by phone on XX/XX/20, for informational purposes only, to see what programs they were offering during the COVID-19 pandemic. I was not late nor delinquent in my mortgage payments. I spoke with XXXX, Rep # XXXX, she told me about the forbearance plan. I stated I did NOT want to be on a forbearance plan. I received a letter from Freedom Mortgage stating I was approved for a 3 months forbearance plan, and while on this plan my property would be subjected to one or more inspections, any payment I sent would be held in a suspense account and applied only after all fees related to the forbearance plan had been settled. I immediately called and spoke with XXXX, ID # XXXX and explained I did NOT consent to this, he said he would cancel it. It has not been canceled, the payment I sent has NOT been applied and I am afraid I will lose my home due to being placed on a forbearance plan. I can not afford to pay fees or costs associated with a plan I did not ask for. It is reprehensible the government has " removed hurdles '' for the mortgage servicers thus putting hurdles in the consumers way. The mortgage servicers will find a loop hole to charge us consumers fees, they always do. Please, please help me get OFF this plan before I lose my home to this. The stress of this situation has affected my physical and mental well being, strained my personal relationships as well as the ability to do my job. I have spent hours on the phone, and writing letters, I sent a Qualified Written Request Letter to no avail. I wonder how many others is this happening to?
|
| 08/03/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
|
XX/XX/2022 I received a letter from our mortgage loan servicer Freedom Mortgage stating ourn loan had been transferred as of XXXX XXXX to XXXX Mortgage.
XXXX Mortgage then reached out to me to offer me a new loan to get out of my XXXX YEAR MORTGAGE with Freedom...
WHAT!!!!
I took forbearance for several months with Freedom based on them REPEATEDLY telling me to do it. ( I figured fine, I am self employed and was not sure where things were headed due to XXXX... ) Was a great opportunity to pay off a few things and get a better grip on our budget.
I was told, as it should be, that the mortgage would be readjusted with skipped payments added on the end of the loan, which is fine...
I never received any " official '' paperwork just a new payment slip ... .I simply started making payments again ... Thank you Freedom...??
When The ROCKET tried to get me to refinance with them their costs were ridiculous. And I requested proof of this XXXX year mortgage, as well as Freedom. No responses...
I refinanced with XXXX locally and they were great, and at least {$8000.00} lower than XXXX.
I want to lok into Freedom to see if this was true as it would have scammed me out of XXXX months woth of interest!!! ~ Or is XXXX playing dirty???
One other thing : When I was with XXXX XXXX years ago I got scammed and some who got caught are still in jail. I feel it was an inside job due to all of the info they had. I have been waitin for response from XXXX Gov for years, I just keep getting inmate updates. Any way to make this a second ( or third ) complaint?
Thank you in advance for your time.
|
| 12/12/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
|
|
Web |
|
|
Hello.
I recently contacted my mortgage company - Freedom Mortgage - regarding requesting removal of PMI from my mortgage. In the letter XXXX SEE ATTACHMENT ), I advised that my current outstanding principal on my loan is {$210000.00} ( As of XX/XX/XXXX, the loan balance is : {$210000.00} ) ( SEE ATTACHMENT ), and that the 2016 value of my residence, as determined by XXXX office, and that which I pay taxes on, is {$270000.00} ( SEE ATTACHMENT ). I provided the attachments as proof. I showed that {$270000.00} x 80 % = {$220000.00}, and therefore I had over XXXX % equity in my home, based upon the loan to value ratio of the home. {$220000.00} ( 80 % ) & gt ; {$210000.00} XXXX Amount owed on my mortgage ). The figure was based fully upon assessor appraisals and includes XXXX done to the home.
I received a letter ( SEE ATTACHMENT ) back from Freedom Mortgage that advised that if the home loan was between XXXX and XXXX years, which mine is, I had to have a Loan-to-Current-Value ratio of 75 %. I am not a high risk lender, and I have never missed or been late on a payment on my mortgage. I even pay early and every XXXX weeks. I am also just over 3 years into my current mortgage.
I do n't know why they are telling me I need XXXX % home to value ratio, when everything says I can request cancellation at XXXX %? I feel as if I am being taken advantage of by Freedom Mortgage. In addition, Freedom Mortgage indicated they only accept appraisals from one vendor - XXXX. I do n't understand how the mortgage company 's XXXX vendor can be unbiased when conducting an appraisal?
Thank you for your time.
|
| 08/02/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
|
|
This the letter I wrote on XX/XX/XXXX after multiple phone calls with customer service. I just got off the phone on XX/XX/XXXX & was told that they have by the end of the day to complete this. They knew I was closing on a refinance but didn't care. I have taken this issue up originally back in XXXX of 2017, but they didn't correct the issue back then either. It is not fair that I have to take a higher interest rate, pay thousands of dollars more in interest because this company refused to correct their mistake.
I am writing this letter because I am purchasing a new home, I was told that the 30 days late & 60 days late are still reporting on my credit report for dates XX/XX/2017 30 day late & XX/XX/2017 60 days late.
The reason that this was reporting late, is when I paid online, I made a double payment by accident.I called to correct the problem. When I asked to reverse one of the payments, Freedom Mortgage canceled both payments & sent me a refund check. By the time, I knew that this had happened, it made my account look like I was missing two payments, even though I made the actual payments once I figured out what had taken place. I had called several times on this in the past and was assured that both late payments would be removed from my mortgage rating.
I am asking Freedom Mortgage once & for all to please remove the 2 late payments, so my credit score will go back to where it was supposed to be in the high XXXX. I have never been late on any account. My new home is supposed to close on XX/XX/XXXX, so I am requesting a rush on this. I appreciate your help in this situation.
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| 03/06/2023 |
Yes |
- Mortgage
- Other type of mortgage
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- Trouble during payment process
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Web |
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This complaint is in reference to Freedom Mortgages policy on holding checks cut for an insurance claim. I have a roof replacement claim through my insurance company. They approved the work and drafted a check however their policy is to include the mortgage company on any checks over {$7500.00}. Freedom has created a policy by which they hold the funds sent by the insurance company and will not distribute the funds until me, the customer provides them with a bunch of documents. Once those documents are received then Freedom will distribute a portion of the funds. A part of the delay is due to this department using an incorrect email to commute with me, therefore I was unaware that they wanted more documents. I only learned this through my own follow-up. No communication of contact from Freedom during this process. Final funds are not distributed until Freedom inspects that the work has been completed. My complaint is that Freedom only has a vested interest in the property and those funds are not theirs to hold. I get that Freedom is concerned that the work is done as again they have a vested interest however their process creates more delays and in fact caused more damage to the property, they have a vested interest in. How can it be legal for Freedom to hold and distribute funds that is not theirs? How can Freedom create a policy to hold funds that is not theirs? This feels unethical and even worse unlawful. Additionally, I have requested manager calls to which I have received none. Today I spoke with XXXX XXXX, XXXX XXXX and XXXX XXXX all who just kept apologizing for their policy.
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| 10/19/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
Servicemember |
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XX/XX/2021 Freedom Mortgage reported to the credit bureau that we were delinquent on our XXXX payment. We made our XXXX payment by sending in 2 separate payments in XXXX. In XXXX we decided to refinance with another company. I had already sent in one payment towards XXXX payment which they reported they received on XX/XX/XXXX. We did a stop payment on the 2nd payment that was sent in on the XXXX of XXXX. I then called on XX/XX/XXXX to have our first XXXX payment refunded because we found out wed be closing on our new loan in XXXX and wouldnt need to make the XXXX payment. A few days later we received the refund. I received a letter in the mail stating we were late for XXXX and so I inquired. I looked into my account and noticed instead of them refunding my XX/XX/XXXX payment, they refunded my XX/XX/XXXX payment causing their system to make it look like we hadnt paid our XXXX mortgage. This resulted in a late fee and then requiring us to pay for XXXX, which had already been paid. I contacted Freedom mortgage on XX/XX/XXXX to dispute this action because we had done everything correct. I sat arguing on the phone with someone for 2 hours trying to explain how they had done everything wrong on their end until I finally asked for a supervisor. The supervisor, XXXX XXXX asked that we send in proof of payments, which I sent to her via email on XX/XX/XXXX. I have yet to hear anything back on a resolution. I have emailed 4 times for an update. Our loan was paid off on XX/XX/XXXX yet shows us as late on XXXX payment. I am beyond frustrated with this company and just want things cleared up!
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| 03/08/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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I received an escrow analysis from Freedom Mortgage for my second home in VT. I noticed they input the wrong tax amount for the XX/XX/XXXX tax disbursement on Part 3 of the expected escrow payments for the next 12 months. The analysis indicated I had an escrow shortage of {$750.00}. I called the company on XX/XX/XXXX, and they were going to investigate it after I spoke to 4 different people. To ensure it was handled properly I also submitted a written notice of error on their website, and attached the analysis copy for their review. Additionally, I sent a written notice of error to Freedom Mortgage along with a copy of the analysis via regular mail on XX/XX/XXXX. Since that time I have received a refund check of {$72.00}, which I believe is an error. I also received a message in their website that I would receive the refund check, and my new monthly payment would be {$1000.00} effective XX/XX/XXXX. Today, XX/XX/XXXX I received a new analysis that now reflects another shortage of {$110.00} and my new mortgage payment would be {$1000.00} effective XX/XX/XXXX because they spread the shortage out over the 12 months. Yet, this morning before I received this in the mail, I made my mortgage payment online. The website stated my payment was only {$970.00}! So I paid it though it seemed impossible that my payment is less than before any analysis was computed. I have attached all pertinent documentation here for your review. This should have been an easy fix for Freedom by just plugging in the accurate taxes. It has turned into a bit of a nightmare since there are so many discrepancies.
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| 02/21/2023 |
Yes |
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- Trouble during payment process
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Web |
Older American, Servicemember |
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Freedom Mortgage bought our loan at refinancing years ago.
They did not include my name, only my husband 's as the borrower even thought everything was always joint. My name is listed as a " friend ''.
My husband passed away XXXX 2021. I tried to refinance at a lower interest rate through my bank. They were unable to help saying his estate needed to go to probate.
I went to Probate Court, was given Letter Testamentry and named Executor of his estate.
I provided Probate letters, COD and his will to Freedom Mortgage to have my name listed as borrower. Freedom Mortgage refused to speak to me as I was not listed on the loan, they know he passed away. I have made aproximately 20 phone calls and 15-20 emails to them trying to get situation straightened out. I have even received letters telling me they reviewed my request and are unable to assist they will only speak to borrower listed on account. I got nowhere with them.
I contacted the VA, I received a response from them that I needed to tell Freedom to do an unrestricted transfer. I emailed that reply to Freedom, they have never said anything about unrestricted transfer, only they will not speak or help me even though they know they can not speak to my husband.
I am at my wits end. They refuse to listen or assist.
What happens to the loan if I am not listed?
Am I liable for the mortgage since I am not listed?
The monthly payment is automatically deducted from my account.
Clearly I need assistance and hope you are able to get this matter taken care of once and for all.
I appreciate your assistance. Thank you very much.
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| 03/19/2019 |
Yes |
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Web |
Servicemember |
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Long story short, I almost passed away last year due to XXXX complications, resulting in massive medical bills and financial hardships to my family. Freedom Mortgage put us in foreclosure.
XX/XX/2019 we had the house under contract, I submitted and called Freedom to ensure they were informed. I also contacted VA loans and provided BOTH with the contract.
Freedom denied any further paperwork from me. XX/XX/2019 I called Freedom and their attorneys to ensure all paperwork was there to cancel the auction for XX/XX/2019.
XXXX XXXX had no indication we had a contract, after more than the 48 hours Freedom had to report. I emailed the contract to XXXX and contacted Freedom in which they stated they needed more paperwork that they never contacted myself or my husband to get. The listing and HUD. The listing was sent XX/XX/2019 and the HUD will take 48 per the title holders requirements.
Freedom is very much aware of this process and failed to disclose.
Freedom told the VA that they have to approve our short sale. This is NOT a short sale and they are aware. We owe XXXX and the contract is for XXXX. Freedom is stalling and failing to disclose the needed information. They have chosen to force us for approval of short sale when legally this is absurd. We are not selling for less by any means!
This home is under contract and the buyers loan is already approved. Freedom can not legally stall or fail to inform us of what's needed for their own gain. It's unacceptable and unethical. They need to be held to the standards as everyone else.
Attached is the listing and contract for sale.
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| 10/25/2021 |
Yes |
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- Struggling to pay mortgage
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Web |
Older American |
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I am filing this complaint on behalf of both myself and the other borrowers that I assume are receiving the same dis-organized, confusing, and abusive treatment when trying to exit the COVID-19 Forbearance process. I suspect that this is systemic within Freedom Mortgage as they try to ramrod borrowers into signing documents without proper time to evaluate their options. The CFPB very publicly notified both borrowers and mortgage servicers that the kinds of abuses visited upon consumers during the mortgage crisis of the last recession would not be tolerated. It appears that it fell on deaf ears in so far as Freedom Mortgages process is concerned.
On XX/XX/2021, I notified Freedom Mortgage that I intend to retain my home and am ready to resume making the monthly payments. Their representative told me to expect a package of documents within 7-10 days to start the process.
XX/XX/2021 ( on or about ) attachment # 1 was received even though it is dated XX/XX/2021.
XX/XX/2021 ( on or about ) attachment # 2 arrived even though it is dated XX/XX/2021. It said that I must accept the offer by XX/XX/XXXX. Note that they had not yet received my initial application and related documents.
XX/XX/2021 the initial application and documents were put into the mail. See the Certificate of Mailing attached.
XX/XX/2021 saw the evening XXXX delivery of attachment # 3 even though the document is dated XX/XX/2021. It contained what appear to be the final legal documents requiring notarized signatures in a very short time frame.
Please advise as to the acceptability of this process to the CFPB.
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| 05/03/2021 |
Yes |
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Web |
Servicemember |
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Roughly about two weeks ago, I received a call from a representative, from Freedom Mortgage, to set up my closing date. The representative provided the closing numbers, Rate : 2.25 %, Loan Amount : {$440000.00}, Monthly Payment : {$2700.00}, and next payment date of XX/XX/2021. The closing date was scheduled for XX/XX/2021, at XXXX XXXX
I called Freedom Mortgage on XX/XX/2021, to obtain a copy of the closing statement in preparation of the closing date on the XXXX. The representative XXXX XXXX XXXX emailed me a copy of the closing statement. The closing statement had different numbers than what was presented to me by the representative scheduling my closing date. The Loan Amount had changed to from {$440000.00} to {$450000.00} and the Monthly Payment from {$2700.00} to {$2700.00}. I asked XXXX to look into the issue ; she said she would escalate the problem up her chain-of-command.
After carefully reviewing the documents, it is clear that Freedom Mortgage is not deducting the previous escrow balance of {$5300.00}, from the Loan Amount or the Pay-off balance. Freedom Mortgage is currently servicing the original loan/mortgage and they hold the escrow balance of {$5300.00}, which is not credited in the closing statement attached. With the escrow balance credited XXXX {$5300.00} XXXX, than the total loan amount is about $ XXXX, as presented by the representative scheduling the closing date. The closing date is tomorrow. I've emailed XXXX and XXXX a couple of times with not resolution. As a matter of fact, XXXX send me the same closing statement earlier today with no changes.
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| 09/19/2023 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
- Delays in the application process
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|
Web |
Older American, Servicemember |
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Our house sold in XXXX with a closing date of XXXX XXXX. Every step along the way appears to be a purposeful delay. With each delay we get a new proposed closing date of from 60 to 90 days. They buyer has great credit and is placing a large cash down payment. The first delay was that the third-party communication form signatures had expired. Then there was a delay in contacting the buyer then signatures had expired. Then after contacting Freedom mortgage and insisting on speaking to a supervisor we were told it was taking way beyond the normal time to process and that he would expedite the process and contact us the next day. He did not and did not reply to phone calls or email. Then it made it to the assumption department where after another 60 days it went to Underwriting. After the initial approval they said we would probably close by XX/XX/2023. Then they requested additional information from the buyer which was supplied in less than 24 hours. Then they said they didn't receive it then the next day they apologized for the error and said they found it. Now they say the have resubmitted the package to underwriting and it will be XXXX because the package had to go to the back of the line. When we authorized the assumption, we were told 30 to 90 days it has now been over 150 days and still looking at least 30more days. It has cost me additional interest on my XXXX loan for my new property. It has cost the Buyer additional money in rent to remain in the property during the process. I believe it is a scam to try and discourage people from using the VA loan assumption process.
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| 09/29/2021 |
Yes |
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Web |
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We're trying to sell our house and find ourselves looking at a short sale because of a {$58000.00} " silent '' second mortgage that we didn't know exist. We had some foreclosure issues a couple years back, but pulled through. We thought that maybe the silent second was due to fees and interest and legal fees, but that's still an incredible amount of money and it was never explained to us.
We had a banker look at the situation and he said that the silent second was the down payment on the house that we couldn't afford to pay. We bought the house under an FHA loan because of the low down payment. We were never told that this second mortgage was being initiated or that we owed that amount of money. No account number was ever provided to us, no explanation, and when we log into our mortgage portal to make payments the $ XXXX isn't there. We can't possibly make payments on it if we don't know that it exists.
In the end, this silent second is deceptive and unfair, if not predatory. I feel as though we were duped into signing something, either at closing or at the execution of the loan modification post foreclosure, that we couldn't possibly understand on our own. This $ XXXX seems fraudulent. They refuse to provide an itemization of what is involved in that $ XXXX as well. Again, how are we to be expected to pay on something we A. ) didn't know existed, and B. ) don't have any information for? It's clear that Freedom Mortgage preyed upon us and deceived us just to sell us a home we probably couldn't afford. Now, we're stuck holding the bag as we're trying to get out. Unfair.
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| 02/09/2021 |
Yes |
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- Trouble during payment process
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Web |
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I filed a complaint previous about my mortgage payments not being processed or posted properly. Previous # XXXX, date XXXX.
Since filing that complaint, Freedom Mortgage corrected my most recent payment by removing it from a principle payment to a monthly payment. However, they did not address the problem of missing {$490.00} that was posted in suspense, by their portal, it came back out of suspense but was never applied anywhere that I can see. My monthly statements show that only {$490.00} ( one payment of 2 I had made ) has been paid year to date, all other information on the statements are zeroes ( escrow, principle applied, interest etc.. ). I have contacted them numerous times and get spun in a circle every time. Have spoke to supervisors to no avail. Now, my credit report shows that I have not made a mortgage payment since XX/XX/2020. Freedom Mortgage says they do not report anything to the credit bureau for 60 days. I am ahead on my mortgage and have never been behind, so if it is on my report it must have come from Freedom Mortgage.
Thanks for your help, my biggest concern is where is my {$490.00}, on my credit report it states last payment received by Freedom Mortgage was XXXX and where are my correct monthly accounts stated? As of now what I have now are receipts that say I paid XXXX and a company saying trust us it is ok on our end so don't worry. This is unacceptable. This notification on my credit report has now prevented me from being able to refinance my house through a conventional lender or use the FHA streamline program. Wish I knew how to fix this.
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| 12/26/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
- Escrow, taxes, or insurance
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|
Web |
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I have had this loan for 10 years. NEVER escrowed for taxes or insurance. Premiums are always paid annually in full.
Year XXXX property put in flood zone. Freedom forced placed flood insurance, but I secured my own policy within the time frame required, so in year one my montly payment was corrected to principal and interest only.
In year XXXX, I paid the flood policy in full XXXX. It was not due until XXXX. Once again Freedom force placed flood insurance ignoring that I DO NOT escrow. My check for payment cleared before the payment made by Freedom Mortgage. My reseach indicated that Freedom 's check was RETURNED TO THEM.
Freedom is saying I owe {$1200.00} for insurance. I have made so many calls and even sent paperwork showing the " mistake '' is in their escrow department via USPS return receipt requested and acknowledged.
In a telephone conversation with their escrow department on XXXX, I was assured that my account would no longer be escrowed effective XXXX CLEARLY BEFORE THE DUE DATE OF XXXX.
Furthermore, I have paid XX/XX/XXXX payment and have proof that the check cleared my bank, but their records do not reflect that.
Today I am mailing ( overnight signature required ) the XX/XX/XXXX payment of principal and interest in the amount of {$770.00} which is the amount I have paid consistently for 10 years.
I am including a copy of the Declarations Pages of both Flood and Homeowners insurance showing that they are up to date and paid in full.
I am also notifying them of this complaint to CFPB.
I trust you will be able to resolve this issue.
Thank you
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| 05/17/2022 |
Yes |
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- Trouble during payment process
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|
Web |
Servicemember |
|
A letter dated XXXX XX/XX/2022 from Freedom Mortgage showed an electronic transfer from my husband 's bank account was authorized by him to Freedom Mortgage for XXXX Dated XXXX XXXX XXXX, a letter from Freedom Mortgage stated they did not receive the payment by XX/XX/XXXX and that a late charge of XXXX would be added.
Another letter dated XXXX XX/XX/2022 showed they received a partial payment of XXXX on XX/XX/XXXX, and the funds would be held in suspense until we paid the full amount.
Three letters dated XXXX XX/XX/2022 notified us of three different things.
1. Our loan is one payment overdue and the total amount to make our account current is XXXX, 2. They have been unable to contact us regard our mortgage, yet when we call their number we are unable to speak to anyone. 3. That our mortgage payments were not received for months. The letter does not state which months, simply says " We have not received your mortgage payments for the months of through. '' The same letter states that our account is now in default, and we need to pay the amount of XXXX by XX/XX/XXXX. But if our payment is " not accepted for any reason '' the matter will not be resolved and they will begin foreclosure proceedings.
Once we received the letters on XX/XX/XXXX, we again attempted to call their office and again were unable to speak to a representative or leave a message. Both a hard copy and an online bank statement reflects that the full payment was on time. We have filed for automatic payments 4 times and each time we have been contacted by phone that our paperwork has not gone through.
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| 08/01/2021 |
Yes |
- Mortgage
- Other type of mortgage
|
- Struggling to pay mortgage
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|
Web |
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This is my second complaint. My first complaint has still not been addressed but the complaint was closed. Freedom Mortgage has failed to communicate consistently and correctly involving my covid 19 forbearance. I still have not heard back from their representative that was following up after my first complaint. She said she was going to call me back and never has. Valuable time is being wasted. Today XXXX, I emailed XXXX XXXX that I have not heard back from someone and need someone to call me to help exit forbearance. She emailed back saying she has cancelled my request for a Covid 19 forbearance extension, I did not ask her to do that and do not want that! I need to work with somebody from their team that can consistently work with me and help me find a way to come out of forbearance that does not affect my chances of refinancing in the future and does not cost me more money in the long run had I never gone on forbearance. I do understand my 6 months of missed payments and they interest it would have accrued needs to be paid. I am uncomfortable with making any changes that will have me paying more than that in the long run. I can afford my current monthly payments and have been paying again since XXXX. They have given me a new XXXX XXXX but I can not reach her at her extension, the call just hangs up. I need COVID 19 forbearance protection still until we can come to an agreement on exiting forbearance that meets the qualifications above, which is what I was told before going on forbearance by Freedom Mortgage and the only way I was comfortable going on forbearance.
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| 09/19/2017 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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|
Web |
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My Mortgage Company - Freedom Mortgage has reported that I did not pay my XXXX 2017 Mortgage payment. I did pay my XXXX Mortgage payment and they immediately cashed my check although they state there was an increase in my impound account, which I was not notified of. After numerous phone calls to resolve this issue it appears to have been a bookkeeping/automated check deposit error. Yes, apparently my impound was increased in XXXX, I was not made aware. They deposited my XXXX payment which is made automatically through my bank. Also XXXX. Each month my payments are made on time and I had no reason to believe that there was any problem. They are saying I did not make my XXXX payment due to the increase my check was put into a " suspense account '', but cashed immediately and NOT APPLIED to my account. They then reported to my credit history that I did not make my XXXX payment. I have spoken to several people within the company, most recently Vice President XXXX XXXX at XXXX. He is in California. He said his Correspondence Group is denying retraction of the bad credit for non payment. Also today 's recording of my amount due is different than what my recent statement indicates. I have bank statements showing all payments made in a timely manner. Please help me. I have an FHA loan and was getting ready to refinance to a Conventional loan. I have over {$300000.00}. in equity in my home and have owned it for 14 years and never missed or been late on a payment and was n't this time.
Thank you for your assistance.
XXXX XXXX XXXX XXXX XXXX XXXX XXXX, # XXXX XXXX, CA XXXX
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| 01/31/2017 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
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|
Web |
|
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Our mortgage was sold to Freedom mortgage soon after we closed. As soon as they got over, all XXXX broke loose : 1. We were told as soon as the mortgage balance dropped below 80 % of original loan, we were going to be able to recast the loan and get rid of the escrow. We called several times. Every time we called, the person at the end of the line was telling us a different story. We have several names of people that we called and we can produce evidence/records of these calls.
- we sent our request in writing for the above things to happen - we sent the payment in, plus the recast fee ( they actually double charged the recast fee ) - Our loan balance reached below 80 % on XX/XX/XXXX. However, they did not recast our loan until XX/XX/XXXX after calling numerous times.
- We were told the PMI was going to be removed when the loan ratio dropped below 80 %. Even the end of year documents received show that should have happened AUTOMATICALLY under the Homeowners Protection Act of XX/XX/XXXX, but although the loan ratio is now ~36 % we are still paying escrow and PMI.
- they paid our property taxes twice, first in amount of {$3000.00} ( which is correct based on the paperwork received from the county ) and another time in amount of {$3100.00}, which there is no evidence of what this amount is. The end of the year document lists this as " XXXX '', however the amount for school was already included in the {$3000.00}.
We are at the end of our rope. We do n't want to call anymore only to be told that things are going to happen soon ... .but they never will ... Please help
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| 06/07/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
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|
Web |
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My account transferred to Freedom in XXXX. Right from the start I had issues. I called Customer Service because my insurance was paid by the previous servicer on XXXX XXXX, 2016 ( this is confirmed on Freedom 's website ) Freedom then paid my insurance on XXXX XXXX, 2016. I called to get the payment cancelled and the agent was very rude i let her know there were XXXX payments showing on the website and she proceeded to argue with me that only XXXX payment had been made. I offered to wait while she logged onto the website to verify but she claimed there was no way the previous servicers history was on the website ( see attached screen shot its on there ). After getting hung up i finally got to the insurance department whom claimed they stopped the check from going on out. However the check did go out and so my insurance company sent me a refund of {$1100.00} thankfully I knew enough not to cash this. I called my insurance company who stated that Freedom stopped payment on the check and it was not valid. So while my issue is resolved my complaints revolve around XXXX things XXXX the shoddy customer service and the rude agents at Freedom. Second i have sent to email requests to freedom regarding this issue w/no response the first in XXXX which i do not have a copy of and the second XXXX in XXXX ( copy attached ) i have not gotten a single written response from Freedom other than an acknowledgment that they have gotten my complaint and will respond by mail. I work for a mortgage company and was appalled out how i have been treated and how i have not received a response.
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| 10/04/2018 |
Yes |
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- Struggling to pay mortgage
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Web |
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Due to jobs loss for my wife in and reduction of income for myself, I started to get behind on our mortgage payments with Freedom Mortgage and started the loan modification process on XX/XX/2018. I sent in all the required documents, including Hardship Letter, Financial Package, W2 's, bank statements, and 4506t.etc. Freedom Mortgage for the past 4 months has made no progress on this loan modification application and seems to be requesting documents every month which I always provide. I've sent updated hardship letter, paystubs and bank statements and for some reason they still can not get to a resolution. I spoke XXXX agent id : XXXX on XX/XX/XXXX and she informed that Freedom had received all documents and everything was complete for review. Another rep call on XX/XX/XXXX and advised the same information and that I would have an answer on XX/XX/18. I called on XXXX to get an update and AGAIN, I was not told that More a bank statements are needed. What seems to be happening is I provided the necessary documentation and they sit on them for 30 days to let them expire ONLY to request new docs which now takes another 30 days for review. Also, my frustration lead me to contact FHA/HUD directly to see if they could be of assistance I have been dealing with XXXX XXXX ( XXXX who provide me ticket # ( XXXX ) and instructed me to send any documents directly to her and she'll forward to Freedom. I have since called back Freedom to file a formal complaint and inform them I will not be sending any more documents to them. I've also request a supervisor call me in this matter.
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| 07/20/2022 |
Yes |
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Web |
Servicemember |
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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.
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| 12/06/2023 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
- Trying to communicate with the company to fix an issue with the application process
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|
Web |
Servicemember |
|
In mid XX/XX/2023 I submitted an initial request to Freedom Mortgage to have my VA home loan assumed by my spouse who is also eligible for a VA home loan. The company did not respond and I called on XX/XX/XXXX at which point I was advised that I had incorrectly filled out the form. The company would not have told me otherwise.
On XX/XX/XXXX I resubmitted the form and when I called on the XXXX, was told it had been submitted correctly but it was not processed or added to their que until the XXXX of XXXX. After that I called them numerous times to follow up but each time was told that I had to wait. On Wednesday XX/XX/XXXX, I missed a call from the company and immediately called back. But they have a policy, we'll call you, don't call us. I was advised that I was put back on the 'call back ' list but would have to wait. On XX/XX/XXXX I finally received a call from them. They said they would schedule for a loan adviser to call me on XX/XX/XXXX at XXXX so I now waited for this call. To discuss my spouses finances and mine. But of course, XXXX has come and gone and I have not received a phone call from Freedom Mortgage or anyone that works for them. It has been three months and my family can not move forward until this process is complete. I have searched for other way to accomplish our goals and unfortunately we are dependent on Freedom Mortgage to do their job. This company has been unresponsive and unhelpful and in fact harmful to its veteran clientele. I have also called the VA home loan department which reached out to FMC regarding my case but with no results.
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| 12/02/2022 |
Yes |
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- Trouble during payment process
|
|
Web |
Servicemember |
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In XXXX of XXXX, I received a letter stating that my mortgage payment was being increased from XXXX to XXXX per month due to an escrow shortage of XXXX. I spoke with a representative who stated that if I paid the shortage in full, my payments would not increase so, I paid the shortage in full. After paying the shortage, the company still raised my payments from XXXX a month to XXXX the following month. I went into my account last week to pay my mortgage and saw that it was raised from XXXX a month to XXXX a month due to an escrow shortage of XXXX. I called the mortgage company and was told by the representative that my payment last year was never applied to my escrow account. When I asked what happened to the funds, I was given no response and was told in so many words, that I had to pay the penalty for their employee 's incompetence. I tried to explain that this year 's increase would have me paying double the amount of the shortage, but was met with a non-caring response by the representative. I have never had this issue with any of the previous mortgage companies, and my gut is telling me that this company is purposely misappropriating their customers funds for the purpose of increasing mortgage payments. I don't feel that this is a fair practice, and I think that they are trying to prey upon retirees on a fixed income and eventually take our homes. There are already far too many of us on the streets as it is, we don't need a company trying to make more of us homeless. Will someone please look into this? The company is Freedom Mortgage.
Thank you, XXXX XXXX
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| 12/25/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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In XX/XX/XXXX I submitted principal payments on my mortgage due to the sale of my prior residence which reduced the balance to less than 78 % LTV ; based on the original value of the home. The home had been purchased in XX/XX/XXXX. Based on the rules established in the Homeowners Protection Act, I believe that should have automatically relieved me of my PMI obligation. ( As of XX/XX/XXXX, my LTV is around 50 %. ) I believed this would be released automatically, based on the regulation. However as weeks went on and my regular payment amount was not adjusted, I gave them a call. They said to email ; which I promptly did. The response to the email came via mail ; when they informed me that they would not be removing the PMI without a new evaluation being completed ; which I would have to pay for.
I spoke to them again about this on the phone in the month of XXXX and I was advised that it is standard to have to pay PMI for 2 years regardless of the LTV but I do not understand why. That doesn't seem right.
Am I missing something in the regulation? As far as I can tell it should have been removed way back in XXXX. I am currently working on refinancing the debt, in part to take care of the issue, however, in the meantime, this is causing me financial harm as I have currently now paid the PMI for 3 months when I don't believe it was needed. Depending on how long the refinance takes to process through, it will be close to, if not over {$200.00} out of my pocket for a loan where there is no increased risk to the Bank. I've never missed a payment and it's at 50 % LTV.
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| 12/02/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Escrow, taxes, or insurance
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Web |
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With Freedom Mortgage ( who purchased my mortgage ), has refused to pay my private insurance provider ever since they have acquired my mortgage. The XXXX previous years, they have refused to pay my home insurance due to not receiving the declaration document from my insurance provider before paying the renewal invoice. I paid the insurance company myself at the end of XXXX, last year I had to fight with them to pay the insurance renewal invoice, while they were telling me it was the insurance company, and telling the insurance company that I myself wasn't following up on my end. I went to the insurance company and called the mortgage company in the presence of my insurance agent, which led to he said, she said ( an argument ). This year, they are claiming that they do not have the current property address on file, that's why they won't pay my insurance provider. My property address was changed in XXXXXXXX XXXX XXXXXXXX, to a XXXX address. I have sent them the XXXX XXXX change of address paperwork for the last XXXX years, in which they have not updated their system and the address was already in affect when they acquired the loan. Freedom Mortgage is using bulling tactics to provide me with insurance through them. I have also recently came out of the Forbearance plan, in which I receive calls to catch up on my mortgage, which starts in XXXXXXXX XXXX XXXXXXXX, and they are stating their system isn't updated to reflect this, but they can see it in there " notes ''. I want this yearly harassment to stop! They expect me to do my part, I want them to do there part.
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| 03/08/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Please help. I am getting sick of this issue, and I have been living in severe anxiety since this issue started. I am going through medical care because of what is happening to me from Freedom Mortgage Company.
I was in a three-month trial period with the company after going through a forbearance period due to Covid. I fulfilled my part and paid the three months trial period on time. I was promised by Freedom Mortgage that I would receive final documents that follow the trial period, and I needed to sign them and notarize them. I asked for the documents for almost six months, calling them every ten days, and every time they promised they would send the documents and never get them. Finally, after I complained about them through the Consumer Financial Protection Bureau, I received the documents.
I signed them, notarized them, and sent them back to Freedom Mortgage. I called them after, and they informed me that they had received the documents and that everything was fine. They have also told me they will set up the direct payment from my bank to receive the payment monthly. They haven't done that, and I called them for the past two months to ask about setting up the direct payment, and every time they come up with an excuse. One excuse they need to look at the notarized documents, and it will take them 45 days to do that. Another excuse is that they haven't received the documents and will send another.
They have also reported my account as a delinquent to the Credit Bureau, and my scores went severely down because of this company. Please, I need your help.
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| 09/27/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
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We were in XXXX. Upon coming out of it in XXXX XXXX we applied for the HAF and have been approved. We owe {$72000.00} and Georgia XXXX approved and sent {$50000.00} to my mortgage company. Here is my issue. I spoke with Freedom Mortgage at the beginning of XX/XX/XXXX. They told me that if we were approved for the {$50000.00} in HAF funding that the St. of GA required us to pay the balance of approx. {$22000.00}. They said GA is a reinstatement only state. ( I found no documentation of that ). They told me I had to wire the money to them and then it would take a couple of weeks for the funds to be applied to our mortgage balance. Then on XX/XX/XXXX XXXX XXXX ( I have her direct dial # ) called and told me we were approved for the full {$50000.00} and she was sending it to Freedom Mortgage and it might take a few weeks for them to apply it to our acct. I said that was different from what Freedom told me. Which was the St of Ga required to us pay the balance in full ( the money from the HAF and the balance that was left ). XXXX told me she was sending the money and what we did with the balance of what we owed was between me and Freedom Mortgage. I read the documents I signed with the state and the information on the GA HAF website. There is nothing that says Georgia requires the loan to be fully reinstated before they will apply the funds to our mortgage acct. I verified the {$50000.00} posted to my mortgage acct on XX/XX/XXXX. Then on XX/XX/XXXX I spoke with XXXX XXXX at Freedom. I gave them all of this info and she said they would check into it with her mgr.
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| 05/03/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Complaint Against : Freedom Mortgage XXXX , TX Unfair reporting of late payment by Freedom Mortg age. This complaint arises from a dispute w ith Freedom Mortgage whereby the Real estate taxes were increased in the County we live in. F or ten ye ars we have been paying our mortgage on time without any late payments. My wife and I signed on a third party company to automatically pay our mortgage. In XXXX XXXX there was a {$150.00} shortfall due to the increase in our taxes . Freedom Mor tgage received our regular payment of {$2200.00} through XXXX XXXX on a timely schedule through XXXX XXXX . Freedom Mortgage contacted by letter to notify us of the {$150.00} shortfall and my wife made arrangements to pay the balance of {$150.00} over the phone. Freedom Mortgage took the payment but never collected the money from our bank ( XXXX XXXX ) on time. The money was subsequently returned by our back because of non-collection. My wife made a payment over the phone on XXXX / XXXX / XXXX and the money was collected by Freedom Mortgage. Subsequently in looking at our credit score Freedom M ortgage reported our payment as late. We notifie d Freedom M ortgage of this negative reporting, and asked them to reverse it, but they said that they could do nothing about it. We feel tha t Freedom Mortgage is unwilling to rectify the situation. We tried to send the additional payment to Freedom Mortgage on time but feel that they dragged their feet in collecting t he money. It was't our fault because we did all we could to make sure they were paid.
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| 02/19/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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I have multiple 30 year loans on different properties and through different servicers. Over the course of the last several years, they 've all been transferred several times to different servicers. The worst case is when the originator transfers it to a servicer then transfers it back to themselves a few years later ( Freedom Mortgage ).
In this last case, I had not caught that the address for the servicer changed and the old servicer stopped forwarding my payments. As a result, they returned the payment and I was charged a late fee by freedom mortgage. Had I not caught this in the first month, I would also have a late payment on my credit.
There is something wrong here. Putting the {$100.00} late fee aside, the damage that can be done to someone 's credit over this passing back and forth of loans can be quite severe. It seems that there should be legislation that protects consumers against this. At the very least, the old servicer should continue to forward payments until they 've gotten a hold of the customer ( using all necessary means - snail mail, phone and email, they had all those on file ).
I did n't get a single call from either Freedom or the " old '' Freedom ( their past servicer, XXXX ) and just a letter from each. Considering that this action can cause a severe amount of damage to a consumer 's credit, something needs to be done about this.
When approaching Freedom, they did not offer to remove the late fee which leads me to believe had it been over 30 days, they would not have worked with me to remove the notice from my credit either.
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| 03/04/2022 |
Yes |
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- Trouble during payment process
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Web |
Older American, Servicemember |
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On XX/XX/XXXX. I filed a complaint regarding the mishandling of my VA mortgage by Freedom Mortgage.
The issue was addressed regarding my exemption of XXXX XXXX taxes, however, Freedom Mortgage continues to show my account as being delinquent regardless of my proven and documented mortgage payments. I have been advised that despite my exemption, and proof of payment, I am still delinquent for my XXXX payment. This is the fourth time I have addressed this matter with their Customer Service reps who each have offered differing excuses. I even paid a {$250.00} shortage for a XX/XX/XXXX payment, and was advised that this would bring my account up to date and that my new payment reflecting the non-advalorem taxes would take effect on XX/XX/XXXX.
I HAVE RECEIVED NOTICES THAT MY ACCOUNT IS STILL DELINQUENT DESPITE HAVING DOCUMENTED PROOF OF MAKING THE MONTHLY PAYMENTS. The argument remains to be based on collecting the escrow for Taxes I did not owe!! The respondent to my first complaint was a XXXX XXXX XXXX, who no one seems to know at Customer Service.
As a retired XXXX Veteran, I truly find that such treatment and outright shuffle games are inconsistent with the espoused values of " taking care of veterans '' that such Financial Institutions often make to sell their services. The egregiousness of this whole issue is that I have spent over four months attempting to resolve this issue with little resolution. My next step is to initiate legal action against Freedom Mortgage for their incompetence in handling what should be a simple matter of reconciliation.
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| 06/14/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XX/XX/2020 my home was damaged by the derecho. My insurance company gave me 2 checks and listed my mortgage company ( Freedom Mortgage ) as a co signer of the checks. The first check for {$33000.00} ( siding damage ) was sent to Freedom Mortgage ( FM ) they endorsed it and returned it to me. The second check ( retaining wall ) for {$52000.00} was sent to Freedom Mortgage for endorsement, but instead they took the check and returned {$6500.00}. Giving me {$40000.00} to work with.
At the time they assured me I could get the balance in 5 days with each 25 % of progress.
The retaining wall was mostly complete of XX/XX/XXXX. I contacted FM They said they needed to send an inspector. It would take 5 work days. I reached out after the 5 days they had no idea what happened to the inspector, but I could send photos and they would accept that.
Flash forward after calling several times a week usually spending more than 2 hours talking the Loss Draft Department. On XX/XX/XXXX the agreed to send a partial payment of {$11000.00}. TO prove they were going to send it they gave ma a tracking number for a XXXX XXXX delivery. That envelope has not shilled yet.
I discovered that they never requested the inspection, until XX/XX/XXXX. The inspector came out and said the work was 95 % complete. They sent that to FM. FM told me they did not believe the inspection report.
Several more calls on XX/XX/XXXX, they said they were going to send me my full payment of XXXX $ XXXX. And, the same tracking number would be used. As of this morning, the envelope has not been shipped.
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| 11/12/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XX/XX/XXXX I made my first payment on our new mortgage with Freedom Mortgage - I wanted to setup recurring semi-monthly payments ( offered on their website - mobile and desktop version ). So, I had to make another payment to be ahead enough for payments to work. So on XX/XX/XXXX I made another and have been trying ever since to setup recurring payments that will be draw on the XXXX and XXXX of every month beginning on XX/XX/XXXX.
Every time that I've tried to set this up I've gotten an error message that says " Were not able to access your loan information at this time '' on their website and nobody at the customer service help line seems to know what the issue is. First I was told it was simply because I was trying to do this on my phone, through their mobile-friendly website. Then, when I borrowed a laptop I was told it was because I was using XXXX XXXX - listed as an approved internet browser on their website.
Next I was told that there may be an issue with my account but I'd need to fill out a form to have it looked into. I've done everything that I was told I needed to do to make this mortgage payment process simple and seamless with automatic, split semi-monthly payments but nobody at Freedom seems to know what is going on or how to fix it.
Most of the customer service representatives have sounded very nice but are so scripted in what to say that once the conversation doesn't go where their script says they become nervous and uneasy about what to say. I'm worried that my complaints don't seem to go where they need to go with this Servicer.
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| 05/16/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Freedom Mortgage services my loan. I made my XXXX payment on XX/XX/15, on Freedom Mortgage 's website. I receive an email confirmation of my payment. On XX/XX/XXXX, I realized the payment did not get processed. On XX/XX/XXXX, I called Freedom Mortgage and discussed the issue with the representative and faxed the information I had showing I made the payment. On XX/XX/XXXX, I made both my XXXX payment ( again ) and the XXXX payment. I sent Freedom the confirmation number I received when I originally made the XXXX payment. In addition, I included the transaction history from their website showing I made the payment. I never have missed a payment and sent them the information showing I made the payment. Apparently, when I entered my checking account information when I tried to make the payment in XXXX, I mistyped one number of the account number. I did not realize that as I received an email confirmation that the payment was received. I sent Freedom everything I could think of to prove I made the payment and they are not reversing the late reporting. This has caused my score to plummet almost XXXX points and has severely damaged my credit rating.
I attached a document from XXXX 's site showing the payment history. You can see on XX/XX/15, that I made the payment. The payment was reversed on the XXXX, but I was not aware of this until I realized the payment never processed. I also can send a copy of my bank statement showing I had more than enough in my account to cover this payment. Freedom Mortgage did not call or email me to make me aware of this issue.
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| 11/30/2016 |
Yes |
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- Application, originator, mortgage broker
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Web |
Older American |
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XXXX XXXX ... FREEDOM MORTGAGE*** THIS COMPLAINT IS AGAINST A SPECIFIC INDIVIDUAL FOR NUMEROUS CRIMINAL ACTS ... WE HAVE EVIDENCE IN WRITING*** XXXX XXXX IS GUILTY OF CRIMINAL CONVERSION, RACKETEERING, EMBEZZLEMENT, LOAN FRAUD, ATTEMPTED GRAND THEFT, MORE WHILE INSTRUCTING NUMEROUS INDIVIDUALS BELOW HER TO COMMIT CRIME IN A CRIMINAL SCAM DEFRAUDING THE ELDERLY, MINORITIES AND THE LESS EDUCATED.
FREEDOM MORTGAGE COMMITTED LOAN FRAUD WHEN THEY ISSUED THE LOAN. THEY VIOLATED COUNTLESS STATE AND FEDERAL LAWS ON LOAN DISCLOSURE AND CRIMINAL FRAUD. THEY HAVE CONFIRMED LOAN FRAUD BUT THEY HAVE KEPT THE ILLEGALLY OBTAINED FUNDS.
XXXX XXXX ALSO SUPERVISED AND COVERED UP EMBELLZEMENT WHILE INSTRUCTING OTHERS TO TRY AND STEAL A HOME ILLEGALLY. SHE ALSO INSTRUCTED OTHERS TO COMMIT LOAN SERVICING FRAUD.
THE LOAN FRAUD IS DOCUMENTED IN THE CLOSING DOCUMENTS FOR THIS LOAN THE EMBEZZLEMENT IS IN WRITING AND CONFIRMED BY XXXX XXXX THE LOAN SERVICING FRAUD IS IN WRITING AND CONFIRMED BY XXXX XXXX IN ADDITION, XXXX XXXX SOLD THIS LOAN TO XXXX AND WE NEVER SIGNED OR AGREED TO THEIR ABA ( AFFILIATED BUSINESS AGREEMENT ) SO THIS IS ALSO A VIOLATION OF STATE AND FEDERAL DISCLOSURE FREEDOM MORTGAGE RECEIVED COMPLAINTS PRIOR BUT DID NOT ANSWER THEM. THEIR CUSTOMER SERVICE IS A FRAUD.
THE BANKS HAVE ABSOLUTLEY NO FEAR OF THE CFPB. THEY THINK THE CFPB IS A JOKE. YOU NEED TO MAKE A STATEMENT AND PROSECUTE THESE CRIMINAL ACTS. THERE ARE THOUSANDS OF VICTIMS AND BILLIONS IN LOST ASSETS ILLEGALLY SEIZED BY THESE CRIMINAL XXXX ALREADY ... WITH MORE ATTEMPTED THEFT AS WE SPEAK.
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| 04/18/2016 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
Servicemember |
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Below is an email I just sent to Freedom Mortgage. My loan number is XXXX. I just received a letter from Freedom Mortgage that said my monthly payment is increasing from {$1100.00} to {$1400.00} in XX/XX/XXXX. The reason my mortgage payment is going up is these idiots believe that my city taxes for XXXX are going to be {$5200.00} ( {$2400.00} in XX/XX/XXXX, and {$2700.00} in XXXX XXXX ). I just spoke with the treasury office in XXXX, and my property taxes for XXXX are {$2900.00} and paid in XXXX XXXX only. Nothing is due in XXXX XXXX. I have a copy of my tax bill for XXXX and forwarded it to Freedom Mortgage.
Please help, XXXX XXXX ( XXXX ) XXXX XXXXXXXXXXXX Hi, Please see attached city tax bill from the city of XXXX, Michigan. My XXXX XXXX escrow payment is increasing from {$400.00} to {$600.00}. This is increasing my monthly payment from {$1100.00} to {$1300.00}.
From the Escrow Account Disclosure Statement, freedom mortgage is going to pay city taxes to XXXX on XXXX XXXX in the amount of {$2400.00} and in XXXX XXXX in the amount of {$2700.00} for a combined amount of {$5200.00} This is incorrect. My city taxes for XXXX for XXXX are {$2900.00}. Freedom Mortgage is overcharging my escrow tax account by {$2200.00}!
This has been the second time Freedom Mortgage has been incorrect with tax information. First, my XXXX taxes were not paid until XXXX XXXX, and they were due in XXXX XXXX.
This better be solved within the next week. I am filing a complaint with the Consumers Financial Protection Bureau. This is gross negligence.
Thank you, XXXX XXXX
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| 08/31/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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This is not a duplicate complaint. This is a new complaint.
The complaint consist of two parts : 1 ) After my previous complaint they accepted my payment of {$10000.00} that was received on XX/XX/2021. The day before the payment is due they reversed the payment. That's already the second payment that they have not accepted. The first one was done through the XXXX XXXX XXXX and they said that I sent it to the wrong address which is not true as the address was the same as all previous payments. They are obviously sabotaging my payments so that they can add late feed and other illegal fees that they are adding to the account ( see section 2 of the complaint ).
2 ) They sent me an amended payoff statement. They include bogus charges. That is clearly unfair, deceptive, and abusive policy. For every pay off they charge a Recording fee of {$180.00}, Late charges of {$130.00} even though their account is not overdue. They also add a Payoff statement fee of {$30.00}. These are basically mandatory fees that were added after my account was sold to Freedom Mortgage. Basically, everyone is charged this fee and it's automatically added to my mortgage once the loan is sold to them. They say that they are allowed to add fees to service the account, but this is not a service. They just add these fees to steal money from customers.
I hope the Bureau will take action against this predatory company and stop this unlawful practice that violates the law and allows this company to steal possibly hundreds of thousands of dollars from the customs of the freedom mortgage.
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| 04/04/2022 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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Freedom Mortgage Taking advantage of XXXX 's during COVID. They are deceieivng their customers who have been accepted into the FHA Covid relief streamline program. They are not executing customer contracts in a formal and timely manner XXXX I was accepted in Freedom Mortgage Streamline program, FM send out formal documents to be notarized however due to clerical errors needed to be re done.
XXXX I am still waiting for formal documents to be done for my streamline loan.?
FM has asked me to make mortgage payments for XXXX XXXX, in the amount that was agreed to on Docs from XX/XX/2021. ( i made those payments ) As they told me if I did not I would be kicked out of program?? However docs have never been notarized nor sigend, due to errors on Freedom Mortgage part.
Fast foward to XXXX Still waiting for formal documents to be sent out. Nothing from FM. They keep telling me docs have been ordered and any day I should receive them? FM informs me that I now have to make an XXXX payment or I will be kicke out of loan program.
All the while this has been going on my back end loan amount continues to acrue, so my overall loan becomes greater and greater evern though I am making monthly payments?? I have called, contacted, written this company numerous times since XX/XX/2021, and not one single person CEO included can inform me of when I am supposed to recieve my updated loan documents.
How can I be waiting over 7-8 months for them to send me out docs.
I am writing directly to this organization, in the hopes that they can help resolve this issue for me.
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| 01/04/2021 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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I refinanced my VA loan with Freedom Mortgage ( VA streamlined ) and closed on XX/XX/XXXX to lower my mortgage rate only - no cash out. I never received an accurate closing disclosure in advance and only received it at closing. The entire process was chaotic and two loan disclosures provided in advance were not accurate.
Now my current problem involves home owners insurance. At closing, the company added the full annual amount of my homeowners premium to the loan principal since the renewal premium ( {$1600.00} ) was due on XX/XX/XXXX. ( page of closing disclosure showing premium added to loan principal attached - amount circled ). However, the amount was not added to my escrow account, nor has the payment been made to my insurance company.
I have emailed Freedom Mortgage twice about the problem : XX/XX/XXXX and XX/XX/XXXX. I received automated responses but never received an answer to my inquiry. Multiple phone call attempts have been unable to reach anyone or unable to achieve any resolution. I have spent more than an hour on the phone today being passed around to different departments with no resolution ( customer service to insurance department to mortgage department, being cut off, starting over, again to customer service to insurance, where I have now been on hold for more than 25 minutes after being asked to wait 2 or 3 minutes while she checked with mortgage department ).
As of XXXX ( EST ), XX/XX/XXXX, this premium has not been paid to my insurance company and I AM CONCERNED THAT MY INSURANCE WILL LAPSE.
Thank you for your assistance
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| 07/22/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
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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.
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| 04/14/2022 |
Yes |
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- Trouble during payment process
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Web |
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Freedom Mortgage refinanced my loan in XX/XX/XXXX which I had with them. Unknown to me, post closing Freedom Mortgage did not create a new escrow account for the new loan. Freedom Mortgage instead overpaid ( multiple times ) payments to my insurance and taxing entities, then attributed the over payment as a loss to me via the finally created new escrow account to the tune of ~ {$11000.00} dollars. I was not notified of any of this during the time it was occurring in XX/XX/XXXX.
In XX/XX/XXXX during escrow calculation period, I received an escrow shortfall bill for XXXX. I have not missed a payment, my insurance and property taxes actually were reduced during that period of XX/XX/XXXX to XX/XX/XXXX, so it was unclear how an ~ {$11000.00} escrow shortfall occurred and Freedom Mortgage offered no solutions.
Freedom mortgage 's solution was to make me repay the ~ {$11000.00} shortfall to them by spreading the amount over 3yrs, an additional {$130.00} added to my mortgage payment. Since XX/XX/XXXX ( 4 months ) I have spoken to 13-16 different Freedom Mortgage employees in : Customer Service XXXX Tax, Insurance, Issue Escalation - only to get passed around from dept to dept. It seems no one wants to take ownership of the issue through to resolution.
This entire ordeal of the cover-up of the non-escrow account creation, miscalculation and overpayment by Freedom Mortgage 's poor record/account keeping and QC'ing has put me under extreme psychological burden and caused my family unnecessary financial hardships of which seems like there is no resolution.
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| 04/24/2021 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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Previously there was a complaint about our property taxes not being paid on time and because the mortgage company did not pay them in a timely manner we had several late fees and processing fees that were due. Property taxes were due no later than XX/XX/2020 however this company did not pay them resulting in my husband and I having to pay them out of our own bank account. If we did not pay them, we were told our house was being placed in the newspaper for an open auction. We paid the property taxes due, late fees as well as a processing fee. The end of XXXX is when we ended up paying our taxes, 3 months late, late because the mortgage company did not pay. My husband and I have been in contact with our mortgage company for months now trying to receive a refund for the amount of money we had to pay for our property taxes as well as the late fees and processing fee. We are constantly getting the run around and have not yet received our refund. First we were told we would be reimbursed what we paid, then we were told we needed to do an escrow analysis, which was supposed to resolve the issue. The escrow analysis received was no where near what we paid in taxes and fees.We were later told the escrow analysis was for money that was in surplus and had nothing to do with the money we were supposed to be reimbursed. After calling again and again we were told that a check was being sent out for {$1100.00} in 10 business days. Its been 10 business days and nothing has been received. All we have had is one issue after another with this company and no resolution.
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| 12/30/2023 |
Yes |
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- Struggling to pay mortgage
- Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
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Web |
Servicemember |
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I have contacted Freedom Mortage several times in an attempt for a repayment plan from a Covid forbearance, when I lost my job due to the closures. They offered this forbearance plan so easily with only a few clicks and no real application. I since have started work again and have more than enough to do a repayment plan for 6 or 12 months, which they say the offer. I have applied several times and they never call back and just keep sending new packets. When I ask for a call back from a manager they say the notes said they did call me back. I have no missed calls from them and no messages on my online account or on my phone. It seems like they are purposely not trying to work with me because I can afford to pay it back. The application is ridiculously long and difficult and they keep saying to do it all again. I even had a manger tell me I was approved and then never would call me back and no one can find that anywhere now. They only want to talk about foreclosure options or refinancing with them. They also blame the VA and their rules that are the issue. When I called the VA representative he stated that is not true that they do not even have a time frame for a repayment plan that according to their loan rules I could take as long as I needed as long as once I started the repayment plan it was forward progress. That there would not be a reason for refinancing unless I defaulted, after the agreed on repayment plan. I am at a loss and do not know what to do I am a XXXX XXXX XXXXXXXX veteran and dont want to lose my house or my 2.25 % APR. Please help!
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| 02/05/2016 |
No |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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I 'm filing this complaint because I have been unable to resolve my concerns with my mortgage company about the way the length of time that it consistently takes for my mortgage company Freedom Mortgage ( unfortunately not by choice ) to process all of the payments that I 've made & sent to them on time -- at least 1 week in advance.
For whatever reason, it is completely impossible for me to contact customer service in any form to try to get an explanation as to why it takes 2+ weeks for my payment to arrive at the payment address supplied by Freedom Mortgage. I am extremely fearful that Freedom Mortgage will assess late fees & cause me to " dispute '' the charges, as they are willfully slow and unwilling to find a proper solution.
After waiting on hold for nearly 15 minutes this morning, I reached a customer service agent at ( XXXX XXXX XXXX -- the number listed for new applicants. I had to " sneak '' my way into the queue by calling that number since calling ( XXXX ) XXXX as is recommended for current Freedom Mortgage clients resulted in 3 automated hang-up calls this morning, after I entered & verified all of my current loan information. Emails to the only address that I can find, XXXXXXXXXXXX go unanswered repeatedly. I emailed another inquiry this morning & fully expect to be ignored again.
I simply want to know why the processing is so slow & where I need to mail my payment for faster & more efficient service. I was told this morning by customer service that they use the U.S. Postal Service, and it is their fault for processing delays.
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| 04/18/2019 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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On or about XX/XX/2018 I initiated contact with Freedom Mortgage to start a deed-in-lieu on my home in upstate NY after dealing with over 20 different property managers who stole from me and abuse their licenses to include repeated bad tenants. The last tenant pushed me over the edge of pursuing a deed-in-lieu. After months of submitting paperwork over and over finally I found a realtor that was able to get a potential buyer. This DIL process was changed to a Short Sale that has take up a lot of time due to misplaced paperwork and the bank attempting to rush me into a foreclosure that would ruin my military career. Needless to say I am still in the process of a short sale with Freedom Mortgage underwriting department while the regular customer service department is totally disconnected from what has been occurring with my account ( XXXX ). For the last eleven months my account has been in a default status due to the pending DIL or short sale. The bank told me several times that my account status would not be reported as delinquent to the credit bureaus since I am protected under XXXX until recently they they were made aware of the short sale. It is my assumption that Freedom Mortgage is trying to negatively impact my credit score and status twice since the short sale will decrease my credit score on top of the previously reported delinquent status reported for XXXX through XXXX with the month of XXXX reversed. I have called over 100 times and was told something different each time. From we are reversing the process to we cant reverse the process.
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| 12/02/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I would file an official complaint with Freedom Mortgage and the underwriter that handled the loan for my wife XXXX XXXX. The underwriter was sending last minute requests close to the end of each business day that involved my business and also my wife.
We felt the requests were very repetitive and we had already provided the documentation to the underwriter for Freedom Mortgage through tax returns and bank statements. Only to have the information requested again delaying our closing and costing us more money in the long run.
We were asked at the last minute to provide a letter explaining why were downsizing our home when if fact the home is 200 square feet larger than our previous home. We asked several times what is all the information that Freedom Mortgage and the Underwriter needs in now. From our perspective the underwriter kept taking their time asking for requests several days over several weeks as to at the beginning of the process.
Then I received a letter from XXXX XXXX the Sr. Vice President of Customer Service at Freedom Mortgage that did not address all of our concerns and issues with the underwriter and this unpleasant experience. I left her a voice message 5 days ago to address the concerns and issues not addressed in the letter sent to me without a response to date.
I want to know if this is an ongoing practice by Freedom Mortgage and were we profiled for some reason resulting in a form of discrimination being as though we were putting close to 30 % down payment on the mortgage which is not the norm for owner occupied homes.
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| 11/28/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Payment process
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Web |
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Freedom Mortgage transferred my account to XXXX XXXX bank. I was made aware after logging onto my XXXX app to make a payment to my credit card - there were no communication from Freedom Mortgage regarding the transfer. I called Freedom Mortgage on XX/XX/2023 confirming the transfer and also as the information on my XXXX account was misleading and incorrect. I spoke to a representative who forwarded me the statement of account, and confirmed the payment I made on XX/XX/2023 for XX/XX/2023. He further stated and confirmed that he saw that my account was updated with my XX/XX/2023 payment on XX/XX/2023. He made a request for his department to update my statement and resend to XXXXXXXX XXXX and also told me they have 60 days to make the information correct. To date the information is not correct and XXXX keeps calling me.
I would like for Freedom Mortgage to honor their contract and update my account with XXXX for my XX/XX/2023 payment. Freedom Mortgage stated in their communication to me that they will accept payment up to XX/XX/2023 and I made my payment on XXXX XXXX. Also, I would like for any interest or fees accrued on my account to be removed.
I have a 100 % on time payments with all credit cards, etc. and this bothers me that Freedom Mortgage refuses to honor their contract of service. I am very distraught and cry because Freedom Mortgage abuses their authority and is disregarding my efforts. They have not responded to date to my inquiry nor as they updated my account with XXXX. Please assist me on any or all legal formalities I can take.
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| 08/24/2016 |
Yes |
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- Loan modification,collection,foreclosure
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Web |
Servicemember |
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Freedom Mortgage continues to delay the processing of our short sale application. We are in month XXXX of our battle with this company. Friday ( XXXX ) I reached out to freedom for an update on the status of our recent appraisal. I was told on the phone that the appraisal company was requesting a new purchase agreement. Freedom never contacted us to let us know there was a paperwork issue. When I inquired what was wrong with our purchase agreement I was first told it was outdated. The agreement is not outdated there is not specific closing date and such listed. I pressed freedom on this and their answer changed. They then said ( during the same friday phone conversation ) that the purchase agreement was incomplete. I double checked with our realtor over the weekend, the agreement is in fact complete and correct. I called Freedom back today ( XXXX ) and spoke with XXXX Still who spoke with underwriting while on the phone with me. Underwriter continued to claim that the purchase agreement was incomplete and that she even tried to " push back '' but the appraiser would n't budge. I called the appraisal company myself ( XXXX XXXX XXXX XXXX and his assistant informed me that Freedom has n't yet sent the document. They sent the addendum but not the full document. Not only that, but XXXX XXXX 's office has requested the document once a week since XXXX XXXX. This is yet again another example of Freedom employees failing to do their job. Freedom has now sat on our paperwork for so long ( one year ) that we have lost our buyers and are facing foreclosure.
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| 02/10/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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Sometime after XX/XX/2019, Freedom Mortgage switched addresses and began sending mail to XXXX XXXX XXXX, the property for which they hold the note. However, it has been clear from the time I applied for the mortgage that my address is XXXX XXXX XXXX.
So, Freedom Mortgage sent an unknown number of documents to the wrong address, including monthly statements and forced insurance documents, and, most importantly, a poorly noticed change of address for future payments buried in the monthly statement.
On XX/XX/XXXX, my bank dispatched a check to the XXXX payment center. Although Freedom Mortgage received the check they sent me a letter with the check attached later that month they declined to cash it.
In late XXXX, I contacted Freedom Mortgage because the XXXX XXXX check had not been cashed, and only because I called was the mess of the company changing my address and mailing all documents to the wrong place untangled. I asked to have the late fee waived and was told that it would be, but was urged to allow FM direct access to my bank account. Because it seems stupid to allow access to a company that cant keep its internal processes working right, I declined to let them have at my checking account. Instead, I paid by check the next day ( XXXX XXXX XXXX day ) and the check was cashed within days.
This month, I received a statement for a late fee of {$43.00} that does not say which payment was late. Only XXXX was late because of their internal errors. I have sent a check to cover the late fee so it doesnt spiral, but I want that late fee refunded.
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| 02/06/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I just want to flag for you that mortgage servicing companies are starting to dramatically increase the frequency of transfers for loans being serviced. Most recently, my loan was transferred to Roundpoint Mortgage in XX/XX/XXXX ( this was my XXXX mortgage servicer of XXXX ).
On XX/XX/XXXX - I received notice that Roundpoint had transferred it XXXX Mortgage. I have no problems paying the mortgage, but I can not because the data to set up an account for me at XXXX has not yet been received according to the customer service agent I just spoke to. I know there is a 60 day grace period, but I now have to wait, go back in a few days, check to see if the loan details have been transferred, and only then set up a new account, pay the outstanding balance, and then set up another auto payment plan. Doing this once every few years isn't a big deal. Doing it XXXX or more times a year is a little over the top.
When I spoke to the customer service agent at XXXX Mortgage he shared with me that he's seeing a massive uptick in mortgage servicing transfers and warned me to not to be surprised if it is transferred again quickly. This is kind of ridiculous. I'm running around chasing paper, having to share incredibly sensitive Personal Info including my routing and bank account numbers with multiple companies at a time when data breaches are on the rise, and I'm going to have to chase down all this info for my taxes to be sure I'm able to get the mortgage deduction I am owned. Isn't there anything the CFPB can do about excessive mortgage servicing transfers?
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| 06/09/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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|
Web |
Older American |
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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.
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| 01/13/2017 |
Yes |
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- Credit decision / Underwriting
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Web |
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In XX/XX/2016 I was contacted by Freedom Mortgage and they offered my the option to refinance my home. The suggested that we go with the XXXX as the was a quick and easy process. Freedom Mortgage continued to state that they were missing information that was provided several different times. After acknowledging that they had received the correct information they then took over XXXX days to get a loan processor assigned. We XXXX months later we finally got to the final stages and I found out my current mortgage was transferred from XXXX to XXXX. I was primsed that the transfer would have no adverse affect to me during the XXXX day grace period. I ended up making my XX/XX/XXXX payment in XX/XX/XXXX as a result of the loan transfer. Freedom Mortgage is counting this as late payment and XXXX refuses to update my records to reflect that the payment was not late in accordance with the loan transfer law. We have tried to resolve this with each bank but both are claiming there is nothing that can be done. I contacted HUD and opened case # XXXX as they claim that FHA guidelines would not block with Refi under these circumstances. I am not in fear that I am going to lose out on my current locked interest rate with Freedom. Freedom has acknowledged their errors to me as well. I did not ask for my loan to be transferred and now I am being penalized as a result. Not to mention, if loan was processed within the time frame promised, I would be in this situation. I feel some of the practices on both Freedom Mortgage and XXXX Mortgage are unfair and deceptive
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| 05/24/2021 |
Yes |
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- Struggling to pay mortgage
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Web |
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Good Morning, I need help, please. On XX/XX/XXXX, I received a letter in the mail from Freedom Mortgage stating I qualified for the Covid-19 Loan Modification. On XX/XX/XXXX I signed the form and sent it to the Loss Mitigation department as requested, On XX/XX/2021, I was sent another Covid-19 Loan Modification notifying the first one, which I did not know that until I made a phone call to get an update on the status, during this time I was still making partial payments to try to keep from going into foreclosure, the customer care rep. stated that I should continue to make the payments and that the Covid-19 Loss Modification was approved I should receive something in the mail by XX/XX/XXXX it never came. I called Freedom Mortgage spoke to XXXX. XXXX said everything was approved and to make the XXXX payment of XXXX which is the modified loan payment, however, I have not received anything in writing if I make the XXXX payment it will go towards the exiting loan. Here is XX/XX/XXXX and I still have not received anything from them nor has the loan been updated. I was told not to make any more payments towards the old loan. If I stop making the payment it will seem that I am abandoning the loan which is not the case, then they will be able to foreclose on the house once everything is lifted. I have had close communications with Freedom Mortgage, but it seems they are not working in my favor. I don't know who to speak to or where to go. I honestly believe they are trying to foreclose on the house. Can someone please tell me what to do? Thank you
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| 10/15/2016 |
Yes |
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- Loan modification,collection,foreclosure
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Web |
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Unfortunately it has come to my attention after paying my mortgage each month I was in defaultt for nonpayment by my wife. unknown to me they call me direct which I made my payment in full and and current and mailed it to them. but they sent it back stating the next payment was due and return The check back requesting another payment due each time and each time they will send another check this was done numerous times .till I was sent a foreclosure notice and then the sent The checks. I imediately retained a lawyer to represent me in the foreclosure matter .I was told that this would take some time. after waiting for an extensive amount of time. I went back to the lawyer what I was told that there was no set date yet. fed up with waiting on XX/XX/2016 I want for consultation with another lawyer. when she did her research on the case file it was brought to our attention then that the foreclosure process was done and the house is sold one year prior. they stated we were notify about the whole process by sending notice to XXXX kids in college XXXX XXXX an XXXX XXXX there were no notices or statements I was not notified in any time or anyway. I was never given a chance to protect my house which I invested in or shelter for my family. I was treated unfairly even at the closing purchase of this house I was told by my by my lawyer in all his years of practice he has never seen anything like this I was fed to the wolves. to whom it may concern I am asking you to take a good look at these people and my case thank you in Advance XXXX XXXX XXXX XXXX.
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| 10/30/2019 |
Yes |
|
- Trouble during payment process
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|
Web |
Servicemember |
|
I sold my home and paid off my mortgage on XXXX XX/XX/XXXX. Prior to this I thought that my home would not sell and had requested a new homeowners insurance quote. An invoice was sent to Freedom Mortgage. Shortly after the quote, but before the insurance went into effect, I received an offer for my home and called to cancel the insurance. I also notified Freedom Mortgage to not pay the invoice. I was told this was annotated on the account, but the invoice was paid.
I notified Freedom Mortgage around the date of the sale of the situation. They did not put a stop payment on the check and just told me that the funds would be returned to me. I had another call but do not remember the day. On XXXX XXXX I called when I saw the funds applied to my escrow account. I was told a check should be processed by XXXX XXXX On XXXX XXXX I saw the funds were still in my escrow account so I called again. I was then told that they need 10 working days and I would receive the check. I saw the following Monday ( XXXX XXXX ) that the funds were still in my escrow account, so assumed I would not receive the check within the original 10 days as promised. I called back and was told that a ticket had been opened and that I would receive funds the following Wed, XXXX XXXX. I was also told if I didn't see the funds to call back. I did not see the funds called again, and was now told the account was reconciled, but it's next Wednesday, XXXX XXXX, when I should see the funds. I have been promised these funds, which are a refund to me ( my funds ), on multiple dates.
|
| 10/04/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
- Escrow, taxes, or insurance
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|
Web |
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I have a mortgage refinanced with Freedom Mortgage in XX/XX/2021 for 2.5 % fixed loan over 15 years. The company preceded with multiple escrow shortages notices. The last notice was received in the mail only 12 days prior to escrow overage payment due or I would endure mortgage increase. This is less than the contract required 30 day notice for changes in mortgage payments. When I had enough, I requested to have escrow account removed and I will be making tax and insurance yearly payments on my own to not have to go through the sudden choice to come up with the escrow shortage amount or have house note increased. Even when paid, my mortgage payments were raised to a lesser degree with explanation to avoid expected shortages or to make sure I have at least the required XXXX dollar amount in the escrow.
I have since been bombarded with emails and have submitted for texts to be stopped- all regarding offers to get money to refinance. I do not recall this level of harassment from Freedom Mortgage prior to my current refinancing at 2.5 %.
May main complaints are 1 ) The mortgage company did not provide contractual 30 day notice, by contract ( and I believe by law ) in order to allow time for me to come up with escrow shortage.
2 ) I am receiving frequent offers to get money to refinance. The interest rate likely will be higher.
3 ) I also receive letter notice my home insurance was going up with advertising for options with insurance. When I called my insurance, I was told insurance estimates had not been completed for the next year yet
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| 04/10/2023 |
Yes |
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- Trouble during payment process
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|
Web |
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Freedom mortgage is not applying my full mortgage payments to my account. I have made payments of {$970.00} since XX/XX/2022 to my previous lender and to Freedom mortgage once they bought my loan in XXXX. I have not missed a payment in 8-9 months. Louisiana. HAF have just approved and SENT PAYMENT to FM of {$8100.00} for mortgage reinstatement and also approved me for {$5700.00} of future mortgage payments. Prior to getting approved I have made the full {$960.00} payment for the month of XXXX already. HAF also covered the month of XXXX. I received a statement saying i owe {$1900.00}, but i have partial payment unapplied {$1000.00}. All of my back pay has been paid, two payments for XXXX was also paid and for some reason since FM has bought my loan they have put my $ XXXX payment into a suspense account but only applying {$510.00} of my payment to this suspense account. I have attempted to figure out where my money is going, but nobody will help me. my mortgage payment is UP TO DATE. HAF has sent the needed payment to catch me up, approve me for future payments until XXXX AND FM has received two mortgage payments of {$960.00} for the month of XXXX! FM is fraud and will do anything in their power to make it as if the debtor is always behind when they arent. i am currently now in bankruptcy, but will be making my mortgage payment on my own and XXXX through my trustee. Lawyer has sent over documents multiple times to FM stating they can speak with me, but nobody can seem to find the information that my lawyer has sent over several times.
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| 04/14/2023 |
Yes |
|
- Trouble during payment process
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|
Web |
Servicemember |
|
To whom it may concern, Freedom Mortgage claims two recent late payments for XXXX and XXXX of XXXX in my credit report. Nonetheless, these two payments were made and received ON TIME as shown in my attached payment history. However, in both instances, the payment amount was incorrect by less than {$60.00} due to a recent change in my escrow account calculations. Freedom Mortgage did not apply the payments received to my account or notified me in a timely manner of this change in escrow. Upon realizing the discrepancy, I reached out to them and made the necessary payments to cover the difference between the payment made and the new amount ; and they refunded/waived late fees on the account as a courtesy.
On XX/XX/2023, I received notification from all 3 credit bureaus claiming that I had two late payments on my Freedom Mortgage account, even though I assumed this matter had been resolved. I contacted Freedom Mortgage immediately and spoke to a representative who failed to understand the situation and provided no resolution. I am a XXXX XXXX XXXX and do not this deserve this kind of treatment from this company. This practice is not in my best interest or that of any other military veteran. I have never made a late payment and now my credit rating has dropped significantly over a {$60.00} error. I am faithfully reaching out to you in hopes that you can reach out to them and this can be resolved without any further incident. I thank you in advance for your consideration and time regarding this urgent matter.
Regards, XXXX XXXX XXXX
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| 12/29/2020 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
Servicemember |
|
I would like to lodge a complaint against a VA Mortgage lender. I have been dealing with one such lender since I applied in XX/XX/XXXX to refinance my current VA mortgage. I have had a VA funded mortgage for years originally with the XXXX XXXX XXXX, then with XXXX XXXX and currently with XXXX XXXX XXXX XXXX. My application to Freedom Mortgage Loan # XXXX was to re-finance at todays much lower rates. This should have been a pro forma refinance mortgage application as nothing has changed since our last mortgage. I was told to expect to close on my new mortgage on XXXX, XXXX. Since then I have been bounced around between them and their title company XXXX XXXX XXXX XXXX. The latter has unearthed an what they claim is an outstanding lien from the year XXXX with XXXX XXXX. That bank no longer exists nor does the lien. I have sent them a copy of the lien release but to no affect.
Most recently Freedom Mortgage had informed me that it will now take between 30 and 60 days for XXXX XXXX XXXX XXXX to clear the title to my home of 35 years. How long to process the mortgage beyond that they wont specify. My home that has already been passed through three lending institutions since the date of this bogus XXXX lien. Im helpless to anything more than produce a lien release since XXXX not longer exists.
This has caused my wife and I more than an inconvenience, we have been made to pay thousands of dollars in unnecessary interest payments while we have been shuffled around between various members of their ineffectual staff with no end in sight.
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| 04/15/2016 |
Yes |
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- Loan modification,collection,foreclosure
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|
Web |
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I filed for forbearance as a result of unemployment back in XXXX 2016. Since that time, Freedom Mortgage has consistently delayed processing my request with frivilous requests that I resubmit paperwork already provided in triplicate, documents they never disclosed at the start as requiring. They also delayed my request b/c the single point of contact assigned to me took a week off for personal business without having anyone work on my account during his absence ( XXXX XXXX ). He also failed to touch my file when I submitted paperwork but would delay processing my paperwork for 3 to 5 businsess days ( XXXX XXXX ). New single points of contact were assigned multiple times with and without my request for change, which added more delays. The single points of contact failed to look at the paperwork provided and would ask me to resubmit paperwork because I had provided so much paperwork ( which was result of their frivolous attempts to delay ). Four months later, I have found a job and now I am being penalized with penalties that were a direct result of Freedom Mortgage 's delays ( not mine ) and I am being penalized with an increase in interest rate. They are restructuring my loan rather than granting me the forbearance during the periods that I was unemployed because I am now employed 4 months after I filed for forbearance - so I am being penalized for having getting a job instead of waiting for them to finally process my request for forbearance. They have ruined my credit score with all their delays so I ca n't go to another lender.
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| 04/29/2018 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account information incorrect
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|
Web |
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On or about XX/XX/2018 I was notified by our Mortgage lender, Freedom Mortgage that they did not receive our payment for XX/XX/XXXX. I immediately faxed customer care the copy of the cashed check in the amount of XXXX. On XX/XX/XXXX, I received another letter asking for a payment of XXXX. They stated they did not receive my fax or payment for XX/XX/XXXX as well and are now charging me a late fee of XXXX. I proceeded to fax them proof of XX/XX/XXXX and XX/XX/XXXX 's payment. This time they told me they only got the first cover page of the fax. On my end I show that all pages of the fax were received. I have called customer service at least ten times, e-mailed three times and sent information certified letter to two different locations which they signed for. For some reason I discovered that the account number had gotten switched back to an old account number I had with XXXX XXXX when Freedom acquired my loan. I do not know how this happened but I relayed this information to them. They acknowledged they got this information and proof of payment but continue to send me letters with threats of foreclosure and reporting me to the credit bureau. I got into my credit report today and found that Freedom Mortgage has now placed a negative mark on our spotless credit report. I will also be filing a dispute regarding this matter. I am helpless and unable to get this resolve while they damage my credit and threaten to foreclose on our home. It is time to make XX/XX/XXXX mortgage payment and I am frightened they will loose this one as well.
|
| 08/07/2018 |
Yes |
|
- Struggling to pay mortgage
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|
Web |
Servicemember |
|
In XX/XX/XXXX, we were granted a disaster forebarence. I was told it was my choice to modify or do a forebarence at the end of the 3 months. In XX/XX/XXXX, I received a letter stating I wasnt eligible for a modification. The 1st payment was due XX/XX/XXXX. I was told I had to pay basically {$5000.00} ( 4 months mortgage payments ). XXXX ( old servicer ) told me FHA wont allow a modification if it causes my payments to increase. After 2 months of arguing they agreed to do a modification. After I sent in all requested documents the loan was transferred to Freedom Mortgage. I have been going back and forth with Freedom Mortgage since XX/XX/XXXX. I have sent documents, they request the same documents stating what they have is outdated. I was told they are asking for documents required by HUD. I made a HUD complaint so I have a direct point of contact, she told me all HUD requires is proof of income before the disaster. I keep waiting 30 days for underwriting to make the adjustment but I keep getting letters and/or calls asking for more documents, that they havent received the documents. Today I got a letter saying if I dont pay {$4000.00} by XX/XX/XXXX, that they were going to start foreclosure proceedings. This needs to be rectified within the next 5 business days. I am in the process of refinancing and if the new company contacts Freedom for a mortgage statement and they report that I am past due 3 months, I will sue! This has been going on for 4 months! I was apart of a disaster relief program, I should not be treated like this!
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| 03/14/2018 |
Yes |
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
Servicemember |
|
On XX/XX/XXXX I filed for a chapter XXXX bankruptcy. This debt was not reaffirmed, yet we intend to keep paying on the mortgage. Freedom Mortgage would not mail out a reaffirmation agreement, despite numerous requests for them to do so. So, this debt was discharged.
The issue is this debt continues to report on my credit report as well as my wife 's credit report. Since this debt was discharged, the trade line should reflect a {$0.00} balance for both XXXX and XXXX XXXX. It should also be noted that XXXX is a non-filing spouse, yet Washington state is a community property state, so the discharge on this debt extends to her as well. Furthermore, payment history should not be reported after XXXX, XXXX.
Freedom Mortgage continues to report this debt on both my credit report as well as my wife 's. Numerous phone calls to them do not fix the problem.
Another issue lies with XXXX 's payment. Freedom Mortgage reported XXXX 's payment as 30 days late, even though it was received on XX/XX/XXXX. They received this payment on XX/XX/XXXX but did not apply the payment until XXXX. This caused a 30 day late payment to report.
The continued mismanaging on this account has caused my wife to suffer a closure on her XXXX XXXX XXXX credit card as well as a credit line reduction on her XXXX XXXX and XXXX XXXXXXXX XXXX credit cards. All three credit cards cite a mortgage late payment as a reason for the adverse action. And this was due to incorrect information reported by Freedom Mortgage.
Previous CFPB complaint numbers are XXXX and XXXX.
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| 09/18/2023 |
Yes |
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- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
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Web |
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XX/XX/XXXX payment not applied properly. Requested explanation from XX/XX/XXXX to XX/XX/XXXX on payment amount due/ why was it asking for so little ( not enough to cover principal & interest ) we sent regular payment ( couldnt get an answer ) statement XX/XX/XXXX payment amount due stated almost double regular amount. Escrow analysis are incomplete they say surplus and payment amount rises and no refund issued. Shortages payments lower. Notations on the documents state DONT SEND TO BORROWER PER LENDER. Payments are being held and processed late. Checks have been altered : initialed with date upon receiving, requested bank not to release funds for 10 days after receiving, different amount posts and different check number appears on check. The bank depositing the funds is not who the checks are made out to. Monthly periodic statements are not typical 22 to 30 bill cycles. Some go for 45 to 90 day transaction cycles. Some periodic statements never generate and payment sent is unaccounted for. Twice weve received multiple statements with different transactions activity listed all due for same day. Received no explanation as to why we dont receive our annual tax and interest statements. Important information related to the loan disappears and letters are sent to us about requests to update information ( we never requested ). This mortgage company DOESNT service your loan, communicate with you. They commit fraud and now file a default without any explanation, no past due payment on statements, no phone calls, absolutely nothing!!!!!
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| 07/09/2023 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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I purchased my home in XX/XX/XXXX. A couple months after moving in, the mortgage lender, XXXX XXXX started sending me offers to refinance my loan ; however, I ignored all refinancing offers since I had a pretty good XXXX. About a year later in XX/XX/XXXX, I requested to have my property insurance removed from my mortgage payment. The request was denied by the lender with the reason stated that your principal balance for the mortgage loan must be less than or equal to 80 % of the original appraisal value. Ironically, one of the other reasons that my request could have been denied was you must not have completed a prior mortgage loan modification. Furthermore, an escrow analysis that was done in XX/XX/XXXX showed that I had a surplus of {$1100.00}, which was subsequently refunded to me. My mortgage was then transferred to Freedom Mortgage in XX/XX/XXXX, and my mortgage amount was increased by this lender supposedly due to an escrow shortage. When I inquired why my mortgage amount was greater when my home insurance actually decreased, the response was that the lender would not adjust payment if the difference is less than {$500.00}. Nevertheless, Freedom Mortgage made it a point to inform me on an ongoing basis that I could take tens of thousands of dollars out due to the equity in my home, thereby resuming attempts to get me to refinance or modify my original loan. These two companies do not seem to have learned anything after being reprimanded for prior misconduct, which is very similar to the actions that I have reported here.
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| 08/06/2018 |
Yes |
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- Struggling to pay mortgage
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Web |
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Per my previous complaint - that the CFPB just closed without allowing me to rebut - I received this in response from Freedom Mortgage towards end of response " Currently, there is {$520.00} in unapplied funds from the prior payment which can be used to complete the next payment due ( XX/XX/2018 ). Please remit $ {$3200.00} ( {$3800.00} - {$520.00} ) to satisfy the XXXX payment .Your monthly payments thereafter will be {$3800.00}. Your complaint states that you only intend to pay the prior payment of {$2800.00}. Please note that partial payments can not be posted as regular payments and will not advance the due date. Sincerely, XXXX XXXX XXXX Director Customer Service Freedom Mortgage Corporation '' I can not afford the new payment - so therefore, I will be only paying the amount I am in contract for - I will be pay {$3000.00} a month - that is the best I can do and I will not entertain any further discussion of the matter. I have children and they need FOOD, WATER and ELECTRICITY - is that in ANYWAY UNCLEAR? I have submitted information for possible modification or something - 4 TIMES! Each time - they claim that I did not send them all information - I have every fax and email with ALL information requested.
I just checked my account online - I posted a payment from my banks bill pay website of {$3000.00} on the XX/XX/2018 - Now they claim I owe them an additional AMOUNT almost to amount of {$4000.00}???? What are you playing at?
" Next Payment Due on XX/XX/2018 {$3900.00} Last Payment Received on XX/XX/2018 {$3000.00} ''
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| 12/16/2022 |
Yes |
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- Trouble during payment process
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Web |
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In XXXX of 2022 Freedom mortgage sent me a notice of an escrow analysis that was incorrect trying to raise my payment another {$150.00} they said the tax escrow was wrong .... we had the same problem last year I filed a complaint then and I'm filing another one now... When I first did my refinance my payment was {$820.00} then it went to XXXX then it went to XXXX now they're trying to say I owe {$1000.00}...
the first year they did my refi they only put in half my taxes in an escrow account so of course that makes it short... .their fault not mine...
now they put in my taxes three times and of course that makes it short...
I tried to get them to correct this and instead of taking out the one in XXXX they took out the one in XXXX which means there's a payment in XXXX and XXXX which is incorrect ....
when they finally got it corrected as to XXXX and XXXX they had the amounts wrong ... .. in XXXX XXXX the first payment is smaller then the second payment... I have been calling them and dealing with them redoing the escrow since XXXX ....
all the while they put things in as partial payments while they charge me interest and all the while they report to the credit bureaus that I'm late and tank my credit rating .... On XX/XX/XXXX I received my new tax rate bill from XXXX XXXX Wisconsin and it was less than what their estimated escrow was ... .I called them and reported it and ask for yet another escrow analysis .... probably about the XXXX time...
I will wait to see if they did it correctly otherwise I will complain again...
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| 01/22/2018 |
Yes |
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- Struggling to pay mortgage
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Web |
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My first issue revolves around the threats and abusive language from a customer service agent when I called Freedom mortgage on XXXX-17 while in bankruptcy. I was concerned about making a payment as nobody was able to talk to me to give me my payment options. When I expressed my concern and fear the rep told me these were the consequences for filing bankruptcy. I was utterly appalled by this response as if my financial hardship was a personal choice. When I filed a complaint I receive a generic response that they could not respond to me because I was in bankruptcy. Again I was extremely disappointed in the mortgage company.
Although nobody would talk to me I continued to call and advise I was occupying the property and my intent was to keep the property and my intent was to bring the loan current.
Fast forward to today! I have over {$100.00} in propert inspection fees from the mortgage company. Being as I work for a mortgage service, I understand that when loans fall delinquent and there is no communication with the borrower, visual inspections are required. What i dont understand is why my loan required an inspection when I was unable to obtain payment instructions and I stated on several occasions i occupy the property and i intend to bring the account current. This should be illegal. This is causing an unnecessary financial burden on me even though The mortgage company is well aware that i occupy the property. I would never recommend Freedom Mortgage to anyone. This company has been a nightmare since service transfer.
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| 10/27/2019 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
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I am a veteran who received a marketing call from my current mortgage company, Freedom Mortgage, who encouraged me to apply for a VA IRRRL. Since the inception of this process communication with the company has been predominately through a Customer Advocate who knows little to nothing about the loan process. The replies to my emails ( when the Customer Advocate decides to reply ) are short and scripted with no explanation as to why it has been almost three months and there has been no action on my IRRRL. I keep getting the run around, and told that the company is working very hard. I received all of the initial promises from the first loan officer about the benefits of the IRRRL and since then nothing has happened. I started the process on XX/XX/2019 and they said we would be able to close in about a month, it is now XX/XX/2019 and I still have no definitive reason why the process has stopped. I contact the Customer Advocate about once every two weeks. The reply is they are working hard If I try to phone the number goes to a recorded line that says to leave a detailed message. This company services my current mortgage, and I am disgusted by the poor customer service and being treated unfairly. I feel as though I have been scammed. The manner in which this company conducts their business is unprofessional, and as a veteran I feel as though I have been treated poorly. Remember, They called me and promised a lot of service and haven't followed through on anything, and now I am concerned about how this company does business.
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| 07/28/2021 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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I fell behind on my loan back in XX/XX/2019 due to a messy separation. My income was reduced by half which caused me to default on the loan. My estranged spouse was occupying the property for over a year after we separated and she did not make any payments, which negatively affected my credit. I made several attempts to reinstate the loan but could not afford to do so, and did not qualify for a loan modification based on my income. I am now in the process of a divorce that is eating away at my income the longer that it goes on and I just want to resolve this matter in order to spare my credit as much as possible. The mortgage lender offered me the option of doing a short sale as recently as last month so I have submitted a complete application for a short sale over two weeks ago but the mortgage servicer refuses to review it due to the proximity of the auction date. I have submitted all the documents that they requested of me, as well as a purchase offer. I am trying to work with them to resolve my delinquency but they do not want to seem to help. When I was an XXXX XXXX service member and making plenty of money, I had no problem getting approved for a loan but now that I am struggling financially, I can not get the lender to even review my documents in order to help me out here. Please help me get this resolved, I am trying to rectify the default but the lender refuses to work with me and I do not want to suffer the consequences of a foreclosure on my credit when I have been trying to resolve this for close to a year.
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| 07/08/2022 |
Yes |
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- Trouble during payment process
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Web |
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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.
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| 04/04/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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Due to losing my job during the pandemic, I have reached out to my mortgage servicer 3 times for help through loss mitigation. Prior to losing my job, I was never late with a mortgage payment. After finding employment at the end of XXXX, I experienced a decrease in my annual income so I reached out to my servicer for help. They closed my case twice due to my account being current. My mortgage was being paid thru a program called Hardest Hit Alabama. I applied for assistance when I was unemployed so my account was current until XX/XX/XXXX. I had to file bankruptcy in XXXX of XXXX BUT NOT ON MY MORTGAGE. IT WAS CURRENT. I only filed on my revolving debt in order to be able to afford my mortgage payments. Again in XX/XX/XXXX I reached out for help thru loss mitigation but my servicer closed my case due to my account being current. I was not able to make my mortgage payments when my assistance with HHA was up in XX/XX/XXXX. I reached out to my servicer again and have gotten the run around since XX/XX/XXXX. My bankruptcy was discharged in XX/XX/XXXX and I have had a 3rd loss mitigation application in for review since XX/XX/XXXX. As of today, XX/XX/XXXX, the status of my mortgage account says " active loss mitigation '' but an attorney has looks to have initiated foreclosure proceedings. My servicer has never once mentioned foreclosure to me and not once have they tried to contact me. I have contacted them many, many times for information and I am getting the run around. I have proof of everything written in this statement.
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| 10/19/2022 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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We have been waiting for someone to fix our VA loan.We went into forbearance during COVID. In XX/XX/XXXX, we went into Loss Mitigation.
All we get are apologies, but now someone took us out of loss mitigation! Now we are faced with losing our home.
This is not right.
We have continued to call every 2 weeks and are told our mortgage will be fixed.
Can someone please send us the correct paperwork that honors the attached letter in our file?
We can then begin paying on our home.
It is extremely upsetting that nobody seems to know what to do. Yet, we get phone calls demanding we pay all of the monies from the forbearance.
Please please fix our loan and honor the XXXX XXXX rate we have been waiting on since XX/XX/XXXX. The agreement letter is in our file and dated XX/XX/XXXX. Yet, the papers we are to sign have not been sent.
We simply need someone to send us the correct paperwork to sign.We are told it was the fault of the VA. Then, we are told the company is short staffed. Nobody seems to know what is happening every time we talk to someone. The mental anguish and stress is upsetting. I'm currently XXXX from a XXXX XXXX and now undergoing treatment as a late onset XXXX XXXX XXXX. We don't need to stress of potentially losing our home.
Please get this fixed. We have complied with all requests and yet the correct paperwork has not been received. All we are asking is that the letter dated XX/XX/XXXX and uploaded into our account on XX/XX/XXXX be honored. Then, we can begin paying our loan.
Thank you
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| 03/04/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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Hello, I'm writing to lodge a formal complaint against Freedom Mortgage, the company that services our mortgage. Since Freedom became our servicer ( something over which we had no control, like everyone else ), we've been barraged with both paper mail and phone calls " offering their services '' to refinance, etc. I've repeatedly told them over the phone that we are not interested in their marketing and explicitly demanded they cease from contacting us with marketing material. I still receive constant paper mail and phone calls. They even continue to call me and asked that I validate my loan information in order to receive their follow-up sales pitch! And how am I to know it's a sales pitch vs. a legitimate issue with my account until I've provided personal information? I understand that they need to validate whom they're speaking with but my mortgage servicer calling me and asking to validate my personal information for a marketing call ( which I've already refused ) is deceptive and insinuates that they're calling me about a legitimate issue with my account. I can confirm that there have never been issues with the status of our mortgage. I live in a " hot market '' so there's absolutely zero incentive for Freedom to stop this behavior unless the CFPB steps in and slaps them on the wrist. I'm already coughing up thousands of dollars a month to Freedom Mortgage : I shouldn't have to endure their incessant greedy shake-down on " additional services. '' I appreciate the Bureau 's attention to this matter.
XXXX XXXX
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| 07/23/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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1- Around XX/XX/XXXX I was contacted by Freedom Mortgage regarding a zero fee refinance. I had previously opted out of all solicitations by Freedom Mortgage.
2- Repeated requests were made by me, the borrower, to bring cash to closing so as not to increase the value of the loan. Representatives of Freedom Mortgage always acknowledged the requests and ensured that all costs would be due at the time of closing. Representatives of Freedom Mortgage never followed through on those requests despite providing proof of funds on XX/XX/XXXX & XX/XX/XXXX. All associated costs were rolled into the loan which increased our total loan cost and added additional interest.
3- After receiving a final closing disclosure on XX/XX/XXXX and being explicitly told by two freedom mortgage representatives that no conditions would change prior to closing, Freedom Mortgage issued a revision to the closing disclosure on XX/XX/XXXX, the date that closing was scheduled. The closing notary arrived at our house at which point I identified the discrepancies. At no point prior to closing was the revised closing disclosure provided to us as borrowers.
4- No resolution has been achieved regarding false statements made from Freedom Mortgage staff, misrepresentation of terms of the refinance, cash to close discrepancies, bait and switch tactics, or other consumer protection violations that are likely occurring. As young borrowers of relatively low means, I believe this loan was designed to target us as vulnerable candidates to predatorily pursue.
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| 10/28/2021 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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On XXXX I paid off my current mortgage with Freedom Mortgage because it was required per my XXXX XXXX. The payoff was almost {$3000.00} too much because I was told they couldn't subtract the Escrow amount and I would get a refund for that. On XXXX I called Freedom because I had not seen that check and I realized that my Ex had put his out of town address on statements that he was getting mailed to him. I told the Freedom rep that if he gets the check he will forge my name and cash it. I was assured that he was not mailed the check and that it went to me at the property address. On XXXX I called again because the check had still not arrived and I was told it was in the mail and the USPS was to blame because they are slow. I again insisted they confirm that the check was in fact mailed to my address, and once again I was assured it was mailed to me at my property address. Wednesday XXXX I was not feeling good about this whole thing, so once again I called Freedom and I was told a totally different story. The check did go to the Ex 's address and I would have to wait 30 days from the date the check was issued ( XXXX ) to stop pay and have another check issued to me. No one can tell me if the check has been cashed, until that 30 days. So my Ex gets my money once again. The lack of customer service, the different story each time I call and the fact that there is no regard to my money getting returned to me in a timely manner is unacceptable. The bank charges me daily interest, where is my daily interest on my refund?
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| 10/20/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Today, XX/XX/XXXX, I received a XXXX XXXX XXXX alert on my checking account. I have alerts set up to notify me of withdrawals from my account.
I was alerted that a withdrawal of {$820.00} was deducted from my personal checking account from Freedom Mortgage Company.
This was taken from my account without my authorization or permission.
I tried to submit a payment yesterday on line to Freedom Mortgage which I have done for the past 2 years. The auto system said all three times, there was a problem with my on line payment to contact costumer service. I contacted costumer service and was told that the mortgage company had a new system and was having problems excepting payments on line from XXXX users like myself. He refused to take a payment over the phone unless i was willing to pay {$15.00} service charge.
So I got off the phone with Freedom Mortgage and used my I pad to try and schedule a payment for XX/XX/XXXX. It took my payment for next month. I printed copies of the confirmation for XX/XX/XXXX.
When I received the XXXX XXXX alert, I contacted Freedom Mortgage immediately and I spoke with XXXX. He said that the system shows all three rejections yesterday and they should not have taken any money out of my account today.
XXXX also acknowledged that I have a scheduled payment for XX/XX/XXXX which i cancelled today since I am now paid until XX/XX/XXXX.
My complaint is that the mortgage company went and deducted money from my account without my knowledge. This is very scary and I want them looked into.
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| 09/29/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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In the last week of XX/XX/2021, I received a letter from my mortgage company, XXXX, stating that my mortgage was being sold to Freedom Mortgage, and that all payments would need to be directed to the new mortgage company starting XX/XX/2021. I paid the mortgage payment to Freedom Mortgage on XX/XX/2021. When my loan was moved to Freedom Mortgage, my XXXX statement said that my escrow account balance was {$4000.00}. I checked my Freedom Mortgage statement on XX/XX/2021, and my escrow account is now at {$1400.00}. There have been no taxes, insurance, or any other payments made ( they are not currently due ).
I called Freedom Mortgage on Tuesday, XX/XX/2021 and asked them why my escrow balance is now almost {$3000.00} lower. They put me on hold multiple times without answering my question and then hung up on me. I called again and was again put on hold. Finally they told me " a check was sent to me. '' I never received a check. They will not provide me with any further information. If a check was sent, why can't they give me a tracking number for it?
Today, Wednesday, XX/XX/2021, I received an online message on their customer portal stating that they are going to start an investigation into my question. This still doesn't answer my question. Where is my {$2900.00}? If they really are sending me a check, why did they not send me an email, call me, or send me an online message?
I am greatly concerned, because this is my money that has suddenly vanished. Freedom Mortgage has been awful in communicating with me.
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| 04/19/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
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Mortgage initially serviced by XXXX XXXX XXXX XXXX ( XXXX ), sold to Freedom Mortgage effective XX/XX/XXXX. Property taxes were overpaid for both XX/XX/XXXX and XX/XX/XXXX.That issue was resolved withXX/XX/XXXX FL Tax Assessor and refunds were sent to both mortgage services, as they were the parties that paid the taxes on our behalf. Beginning on XX/XX/XXXX, I sent messages to XXXX inquiring about the refund and asking them to refund our escrow overage, as they still escrowed for the higher tax amount. After many calls and truly hours in their queues, they FINALLY resolved that portion via letter and refund datedXX/XX/XXXX, received by USPSXX/XX/XXXXfor {$6000.00} -- covering the XXXX overpayment and escrow overage. I am still waiting fro the {$3700.00} overpayment fromXX/XX/XXXX, which was sent to XXXX XXXX dutifully overnighted a check to Freedom Mortgage on XX/XX/XXXX via XXXX, and the tracking numbers shows it was signed for by XXXX XXXX at Freedom Mortgage onXX/XX/XXXX at XXXX They have yet to credit my account, and after multiple additional calls report they are not able to directly contact XXXX. They are now telling me I must get a copy of the front and back of the check from XXXX and send it to them as proof that they have my refunded tax overpayment. I'm really fed up with Freedom Mortgage, their inability to track my account, their indifference to the problem and their perhaps intentional (? ) willingness to hold on to nearly {$10000.00} that doesn't belong to them for far longer than they should.
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| 08/09/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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On XX/XX/XXXX I entered the Cares Act Covid-19 Hardship program with my Mortgage company Freedom Mortgage on XX/XX/XXXX they told me it was time to start the exit process and resume payments they also told me that the VA had approved me for a partial claim to secure the outstanding balance. I filled out the paperwork they sent me and then I got a call saying they incorrectly filed it with the wrong maturity date on the paperwork i filed and had notarized. I was in contact with them over the next several months seeing if they were going to resend the the paperwork and what date would I have to prepare to start making payments they said i was still under hardship protection and as soon as they heard back from the VA they would re-send the paperwork then about a month ago I started getting calls from people who wanted to buy my house. I contacted the Mortgage company and they told me that I shouldn't be getting those calls because I was still in the reviewing process and because it was there error on my paperwork I wasn't in danger of foreclosure and I should prepare to resume payments on XX/XX/XXXX. Then I received a letter to accelerate the the lien on my home. Now my house is set for sale on XX/XX/XXXX. I spoke with the VA and they have no record of them even filing a partial claim on for my home or any claims at all in their system. The mortgage company is engaging in dual tracking to foreclose on my home and the VA says they have no record of them uploading any documents or filing any claim in their system.
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| 10/24/2020 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
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I spoke to the senior loan officer XXXX XXXX at Freedom mortgage on XX/XX/2020 about refinancing my VA home loan here in XXXX Florida and I told him that I had {$100000.00} that I wanted to put toward the principal of the loan and he agreed that it would be done that way on XX/XX/2020 I received an email to sign some closing statements and upon reading the statement he didn't write the loan statement up to what we had agreed to. He wanted to use my XXXX XXXX dollars to prepay the finance charges upfront over the entire history of the loan and continue to charge monthly interest also instead of putting my XXXX towards the principal I feel that this was very fraudulent and deceitful Behavior buy a mortgage company. I want to put that money to good use because my wife is seriously ill she suffered a massive XXXX massive XXXX XXXX XXXX and she's XXXX and she's 100 % dependent on my care I want to make sure that our monthly mortgage payment is always affordable so that I could keep a roof over her head and financially secure. With her major illness prepaying {$100000.00} finance charges is not putting the money to good use I feel this is very fraudulent Behavior it needs to be dealt with and now I can not contact XXXX XXXX XXXX at all his email doesn't work anymore no one at the company seemed to know who he is.This needs to be investigated to see if other people are being treated this way.The name of the company is Freedom mortgage the address is XXXX XXXX XXXX XXXX XXXX XXXX New Jersey the lender XXXX ID XXXX
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| 10/21/2023 |
Yes |
|
- Struggling to pay mortgage
- Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
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Web |
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On XX/XX/XXXX I called XXXX XXXX to inquire about the XXXX fund that was allocated to and my husband to help in a loan modification process. The reason I called was because my new servicer freedom mortgage stated they could not locate the XXXX fund that was received, the fund was never transferred to my new loan servicer though it was received On XX/XX/XXXX, XXXX XXXX contacted XXXX regarding the receipt of mortgage assistance funds in the amount of {$60000.00} from the XXXX XXXX Assistance Fund ( XXXX ) agency. XXXX XXXX was advised that XXXX received and forwarded said funds to the XXXX Department for processing. ( Per prior complaint response from XXXX made in XXXX. ) the fund was never transferred and XXXX confirms receipt to the XXXX department on XX/XX/XXXX per XXXX.
The fund was received prior to transfer and was never transferred and cause a delay in my partial claim process. The new servicer freedom mortgage is not willing to wait for the fund and sent me a modification which will cause my interest rate to increase. The XXXX fund would have allow me to benefit for a partial claim which would have caused my interest rate to remain the same.
It seems as if this is plan by both mortgages to increase my interest rate especially for freedom mortgage to benefit more from my loan.
I have been asking where is the fund, XXXX has no record of the fund being returned to them. XXXX is unable to tell me where is the fund.
Freedom mortgage sent me modification paperwork to sign 14 days from XX/XX/XXXX.
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| 02/17/2022 |
Yes |
|
- Trouble during payment process
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Web |
Servicemember |
|
XXXX XXXX had my mortgage and sold it to Freedom Mortgage in XX/XX/2021. I was not aware of this. I continued to pay XXXX XXXX on time each month. The 1st 2 months it was ok because by law stating the lender has 60 days to forward to the the newest lender if I would send it to the wrong one. I live in XXXX, WI XXXX. BUT I use an XXXX, WI address for receiving all mail. XXXX XXXX was aware of this but when it got sold to Freedom mortgage XXXX XXXX did not let Freedom Mortgage know that the mailing address had a different city & zipcode compared to primary residence. Athelstan post office does NOT deliver mail. XXXX, WI does. The paperwork did not go to the XXXX, WI Address. Hence I missing 5 months worth of payments that reduced my credit score drastically by XXXX XXXX. I found this out when I received an alert from XXXX XXXX to check my credit and found out Freedom Mortgage now had my mortgage and showed i missed 5 payments. My bank XXXX XXXX was sending my checks back to me uncashed. I could not figure this out til it was too late. Damaged has already been done. My lender who refinanced my VA loan helped me straightened it all out as to catching up with my payments YTD and who to pay now, Freedom Mortgage. As you can see with the letters I have attached they all show XXXX address. I would not have received these. I did clear this up with Freedom Mortgage once i paid the YTD in full to show up to date mortgage payments.
Biggest thing is how can we fix my credit and reimburse the late fees and costs.?
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| 12/06/2021 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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On XXXX XX/XX/2021 I contacted Freedom Mortgage to inform them I had received correspondence from my insurance provider ( XXXX XXXX ). Freedom Mortgage had not been listed as a new mortgage holder and steps were taken on my end to update XXXX while Freedom Mortgage sent the annual insurance premium via mail, due date of XXXX XX/XX/2021. On XXXX XXXX I contacted Freedom Mortgage again to determine the status of the insurance payment and was told that it had been sent via standard mail with an anticipated delivery date of 7-10 days from its mail date, XXXX XXXX. I was assured by members of Freedom Mortgage that the payment would arrive with a postmark that would be acceptable to XXXX.
As of XXXX XX/XX/2021, the payment was never received by XXXX. The tracking number that was reportedly on the payment was not available to the representatives that I spoke with on XXXX XXXX. I've now lost my homeowner 's insurance policy due to the lapse despite multiple assurances from Freedom Mortgage, despite all assurances that everything would be taken care of. This is happening after Freedom assumed the loan from a prior mortgage serving company and we have only just made our second payment. To say that I am frustrated and disappointed is a complete understatement. A friend had similar issues with this company and warned us. I don't know what can be done at this point ; but I felt the need to report this as others like myself could find they are without homeowner 's insurance - not even knowing until it is too late.
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| 09/16/2020 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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|
Web |
Older American, Servicemember |
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We have a VA loan on our home thru Freedom Mortgage with a guarantee that we can refinance should interest rates drop. We started that process a few months ago, signed all the required documents and returned them to Freedom. We had a settlement date of XX/XX/2020. Freedom called us a few days ahead of that date and said they had to move the date because they made an error in the lot number on the documents. We were told that settlement would be postponed a week. We did not hear anything from Freedom, so called the loan service dept. to check status. We were told the loan was ready and had been sent to the main office. When we didn't hear anything, a week later we made multiple calls and spoke with XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX who would not provide her last name. We also left several messages for XXXX XXXX who is the person we were told is handling the loan. She never returned multiple phone messages until a message was left telling Freedom we are going to pull our loan. Ms. XXXX then called back within 30 minutes and said we can go thru with refinance or stop it. When asked what the status is, she said the loan is with the underwriters and we should get a call for settlement within the week. We are now trying to work through loan advocate, but when we called the number provided and requested one, they transferred us to a person who said he is a loan adviser. We have now made another month 's mortgage payment at the higher rate and there is no end in sight for us for the lower rate and payment.
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| 11/13/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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This complaint is in relation to CFPB Complaint : XXXX I initially filed a complaint because my lender/servicer, Freedom Mortgage, wasn't getting in contact with me about their refinancing programs. Since about the middle of XXXX we've been working towards agreeing to terms and closing on our refinance with Freedom ( after a fair amount of back and forth and rate adjustments/comparisons with XXXX XXXX ). I was told that we'd be closing at the end of XXXX.
As of today I have spoken to more representatives of Freedom Mortgage than I thought I would ever need to speak with. I've been continuously sent back to underwriting for errors that Freedom admits to such as not providing {$1500.00} in lender credits as it just " disappeared '' off of loan estimate paperwork.
I have now had to pay two additional mortgage payments ( about {$350.00} more per payment than our refinanced monthly payment will be ) for XXXX and XXXX during a pandemic where our dollars are already stretched. I have requested that Freedom Mortgage provide approximately {$700.00} in credits as the loan did not close back in XXXX as promised but have been told I'm already being offered the maximum amount of credits.
I have been passed around to various employees and have asked to speak with supervisors and managers with very little success. Most people are nice enough on the phone but have not been able to resolve any of my concerns at at this point I believe they are stalling to close our loan in hopes we go elsewhere.
Thanks!
-XXXX
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| 01/23/2017 |
Yes |
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- Incorrect information on credit report
- Account status
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|
Web |
Older American |
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We have had our mortgage with Freedom Mortgage since XX/XX/2007. Sometime early on they began using a service company called XXXX. We did not send any payments to them as we did not understand what this is all about. Each and every single, on time payment has been made to Freedom Mortgage also indicated for what month and year the payment was made. They then advised us they took it back from the service company and gave the mortgage loan a different number. We have continued and have always made the mortgage payments on time and accurate. However, on a consistent basis they continue to send us a huge balance stating the payment was not received or is late. And then finally after speaking to several agents, a revelation came to me. This agent had said that the Loan service company is getting the payments and depositing them into their account that is XXXX as Freedom Mortgage uses XXXX. That it will take a long time to straighten out. The mistake is on their part and not on ours however they continue to hurt and report negative to the XXXX credit bureaus not allowing us to refinance with a different bank or mortgage company at a far lesser interest rate : That is why it is not important to them as with Freedom Mortgage we are at a 6.75 % interest rate. Oh if only you knew how exhausting this was. We have seen a lawyer, we have sent several letters to Consumer Financial Protection Bureau, XXXX and the Federal Trade Commission. Please, Please I am begging, pleading, praying and believing you can help us.
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| 01/13/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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Web |
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XXXX XXXX, I applied for Covid Forbearance- I'm XXXX, and a XXXX XXXX XXXX That were oit able to pay rent- BUT I NEVER USED THE FORBEARANCE- all Payments On XXXX XXXXFreedom Mortgager ADDED {$49.00}, XXXX to my Loan Balance MY CREDIT SCORE DROPPED XXXX POINTS!!! I BORROWD NO MORE MONEY On XX/XX/XXXX I was able to get through to Freedom Mtg Customer Svc and Report the error- The Clerk on the phone saw it, said " XXXX '' and Escalated the complaint For te Next Week Freedom Mortgage denied the error was made On XX/XX/XXXX, I spoke to a Representative in the COVID Response Team that said " Oh Disd yiu not get the memo, a system error added balances to many COVID Relief Customer in error '' She directed me to the credit report where -- On XX/XX/XXXX XXXXwastaken off my loan balance...
Two things ; If you Notice, there is a Difference of {$320.00} From what they added to my Loan Balance an whst was Credited Back AND MY DECIMATEDCREDIT SCORE, AFTER A MONTH is Unchanged!!!
I've Sent Freedom Mortgage 6 Email requests, through their Client Portal, ti correct their errors, no response!
Please Help!
PS. Oh and, todsy, I notice on the Credit Report- Freedom Mortgage is reporting my Mortgage Balance has increased {$400.00} AND that my payment status has changed w a Derogatory for late payment history- I HAVE NEVER MISSED A MORTGAGE PAYMENT! ( nte, at one point there was an escrow discrepancy, that Freedom Mortgage recorded as a missed payment, I was Told that was corrected-, zt the time APPARENTLY NOT
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| 02/12/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
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|
Web |
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This was a refinance - no equity - lower interest from XXXX to XXXX only- I received call from loan officer XXXX XXXX XXXX XXXXFreedom Mortgage asking me If I wanted to take advantage on refinancing at no cost. XXXX confirmed Freedom Mortgage would absorb the refinancing costs and it would be noted as lender credits in the closing docs Please see enclosed - Closing Docd XXXX bill ( old loan ) Loan Amt {$140000.00} / Escrow Balance {$3600.00} XXXX bill ( new Loan ) Loan Amt {$140000.00} / Escrow Balance {$1000.00} XXXX bill ( new loan ) Loan Amt {$140000.00} / Escrow Balance < $ XXXX Complaint # 1 if it was no cost New loan is {$140000.00} - old loan {$140000.00} - < $ XXXX where was the difference applied.
They took my previous escrow of {$3600.00} and applied to old loan to lower payoff balance Part of the < $ XXXX is + {$1000.00} noted on XXXX Bill put in new loan escrow as a cushion. I want the adjusted - {$1300.00} applied back to my account or provide where this went?
Complaint # 2 if you review my closing docs ( under old loan ) they deducted {$4700.00} for State and school tax. If you review my new loan they deducted for state and school tax. The taxes have been taken twice. XXXX escrow bill is negative < $ XXXX.
I called and they told me it was taken for taxes. I explained it has been taken twice. I want refunded {$4700.00} plus the accrued interest lost during this time effective from closing XX/XX/2021 until they refund the monies to either myself or apply it to my current escrow.
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| 04/06/2022 |
Yes |
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- Trouble during payment process
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|
Web |
Older American, Servicemember |
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XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX, XXXX XXXXXXXX.
Company has refused to consider us as successors in interest, even tho we are now sole property owners. Former owner passed, by operation of law in XXXX his wife became owner, she quit-claimed to us a year ago.
Freedom Mortgage Corp ( FMC ) has not complied with laws and regulations under CFPB and the 2016 RESPA rules.
Ex8 ) CFPB 1024.38 re General servicing policies, procedures, and requirements SEE 1024.38 ( b ) ( 1 ) ( vi ) ( A ) upon receiving notice of death of a borroweror any transfer- promptlyfacilitate communication with -any successor in interest re said property Ex9 ) 12C.F.R ( Code of Federal Regulations ) 1024.31 Ex10 ) 81 Fed Reg 72,160 at 72,379-380 Ex9 12 C.F.R. 1024.31 Definitions.
For purposes of this subpart : Confirmed successor in interest means a successor in interest once a servicer has confirmed the successor in interest 's identity and ownership interest in a property that secures a mortgage loan subject to this subpart.
Ex10 CFPB ( Consumer Financial Protection Bureau ) 2016 modifications to Mortgage Servicing rules under RESPA : Subject to the foregoing, requesting a death certificate, executed will or court order might be reasonable. BUT-it would be unreasonable to request certain probate documents when the applicable law of the relevant jurisdiction does not require a probate proceeding to establish that the potential successor in interest has sole interest in the property 81 Fed Reg 72,160 at 72,379-380
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| 05/13/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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My Old loan with XXXX XXXX was sold off to Freedom Mortgage XXXX as of, XX/XX/2021, and was informed it would be ready in their system as of XX/XX/2021, I have been ready to close my refinance through XXXX XXXX XXXX, and this payoff has held up the closing process.
XXXXXXXX XXXX XXXXXXXX has been calling in requesting updates on this request since XX/XX/2021, they were informed that it would be ready by XX/XX/2021, XXXX XXXX had called to follow up on this request, and were told once again that it would be ready by XX/XX/2021, I had called in on the XXXX, to request my new loan number ( XXXX XXXX XXXX ) with Freedom Mortgage.
The following day ( XX/XX/2021 ), the Loan processor at XXXXXXXX XXXX XXXXXXXX, and I had spoken with a supervisor at Freedom Mortgage by the name of " XXXX. '' XXXX had promised that he would follow up XXXX XX/XX/2021, at XXXX MST ), and provide the payoff quote as promised, XXXX never did call this morning, nor did he provide the payoff, as he originally promised.
XXXX XXXX had called in, again, this morning to follow up on the request. Nothing has been accomplished. He had spoken with XXXX, Rep I.D : XXXX, she had promised a response by ( XX/XX/2021 ) XXXX MST. She did not commit to her promise, and the Rep I.D . was false.
This is a big issue, my lock expires on XX/XX/2021, and were able to close as soon as XX/XX/2021, Freedom Mortgage has not delivered on their promise, on multiple occasions, and has caused a lot of stress on my end with the mortgage process.
|
| 08/18/2018 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account status incorrect
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|
Web |
Servicemember |
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The issue is summarized in this letter I am sending to Freedom Mortgage via certified mail : Dear Mr. XXXX XXXX XXXX, I appeal to you for resolution of this grievance as satisfaction could not be obtained from your customer service representatives despite much time sacrificed to that cause.
In the 10 years I have held this home mortgage never has a payment been missed, never late. I have assured this with automatic payments. In XXXX of this year my payment amount increased by {$25.00} due to a tax increase. This incidentally coincided with an extended family vacation.
Upon return I learned that my on-time XXXX payment had not been credited to my mortgage but instead held in limbo and a {$73.00} late fee applied. All because of this {$25.00} discrepancy. Despite the unfairness of this, I was willing to write it off to unfortunate circumstances, pay the late fee and move on. That is, until I received notification that you had reported my payment Past Due to the credit reporting agencies.
This damage to my creditworthiness with its potentially wide-ranging consequences is unjust and unacceptable. My loan payment was not late. The amount more than covered the principle and interest payments due. The trivial escrow balance in no way justifies this disturbing and damaging course of action by Freedom Mortgage.
I am requesting restitution from you in this matter through 1 ) immediate correction of the derogatory credit reports and 2 ) application of the {$73.00} late fee to my principle balance.
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| 12/10/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
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XXXX : Freedom Mortgage, at XXXX XXXX XXXX, XXXX, SC XXXX Freedom Mortgage is currently my loan servicer on my primary residence. All of my payments to Freedom Mortgage per my monthly agreement have been made on time since inception of the loan. In that agreement they collect monthly money from me in an escrow account to pay my insurance company directly for Hazard/Home insurance. Freedom Mortgage is failing to make payment to my insurance company to cover my primary residence with insurance, which was due on XX/XX/XXXX. In talking to Freedom Mortgage they stated that they could not pay my insurance to the insurance company, XXXX XXXX, because of non-response from XXXX XXXX. They stated to have contacted XXXX XXXX on XX/XX/XXXX and XXXX of XXXX. I have paid my insurance separately XXXX XX/XX/XXXX XXXX, on my own accord, to keep current with insurance. Freedom Mortgage continues to collect escrow money for insurance when I have informed them to not, since they are not paying the insurance company as agreed upon in our mortgage agreement. Their service representatives have given me multiple different explanations that do not match up. On the same day, XX/XX/XXXX, they stated that nothing was paid to XXXX XXXX in the form of insurance payment, and then 10 minutes later with another representative they reported to me that overnight payment was just sent. Freedom Mortgage has not been honest or keeping to the mortgage agreement in their payments or operations regarding insurance payment for my home.
|
| 03/12/2020 |
Yes |
|
|
|
Web |
Servicemember |
|
I currently have a VA mortgage with Freedom Mortgage. I received a call from a Freedom Mortgage loan official about a no cost refinance. He told me there would be no cost for me to do a refinance and my interest rate would be lowered. He also said the current number of months of the existing loan would stay the same. I asked if he was sure there would be no cost to me and he assured me there was no cost. I told the individual to send me the loan information and I would consider the proposal. The first documents I received showed my current loan balance and months of loan staying the same and the interest rate lowered by 1/2 point and there were no additional costs. Since it looked as he explained I started the loan refinance. A couple of days later I received closing documents to sign, however the loan amount had increased approximately {$3500.00}. I contacted the loan officer and asked about the difference and he told me it was not costing me anything. He said it was my escrow balance rolling over. I said why did the loan amount go up and he kept trying to explain it wasn't costing me anything. I said if my loan amount increases it is costing me something. I then instructed the loan officer to cancel the loan application. I then started receiving call after call from the closing department to set a date for closing. I told them I had instructed the loan officer to cancel the application. I believe they were trying to badger me into signing for a loan that was not what was originally explained.
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| 06/25/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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Hello, I am the attorney for XXXX XXXX, who lives at XXXX XXXX XXXX, XXXX XXXX, Iowa XXXX. XXXX provided my law firm authorization to request a mortgage payoff - she is currently in default, but has sold her home. I contacted Freedom Mortgage with a written request for payoff with my authorization. My request was e-mailed on XX/XX/2019, and I received an e-mail response my request was received.
I contacted Freedom Mortgage on XX/XX/2019, as I had not seen a payoff statement. I was informed her loan was in default and the payoff would take 5-7 days. I explained they received my request 7 days earlier ... I've since been told they did not initiate the payoff until XX/XX/XXXX after receiving my call.
As part of the payoff process, Freedom Mortgage has to request attorney fees from the foreclosure attorney. I have also e-mailed and telephoned the law firm requesting they provide Freedom Mortgage their fees. I've yet received a reply.
I am currently on hold with Freedom Mortgage once again. During this conversation, Freedom advised me they will not contact their own foreclosure attorney to obtain their fees. They simply make the request. Freedom offered to give me the law firm 's contact information so I might contact them. They indicated whenever they get the information they will complete a payoff, but are not going to do anything assertive to actually obtain the foreclosure fees to complete a payoff.
We are almost 3 weeks after the initial inquiry and still no written payoff. Please help.
|
| 03/04/2019 |
Yes |
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- Struggling to pay mortgage
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|
Web |
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XX/XX/2019 XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX TX XXXX XXXX XXXX Cell Loan number XXXX Dear sir or Mam : I am putting a complaint against my mortgage company who is FREEDOMMORTGAGE, who hold my mortgage payments. I was without a job for almost 2 years and I had few projects in-between and not enough money to pay my mortgage. My family and friends have help me save my house so far.
I just got a job with XXXX as an XXXX XXXX XXXX. My salary is XXXX a year. I have provided the Freedom Mortgage company with my offer letter and filled all forms for LOSSMIGITATIION.
They are not willing to put my loan back to normal as I have requested with them. I owe them XXXX dollars and no way I have that in cash to pay them. I want to save my house and I can pay my mortgage now monthly bases. I would like them to accept my offer and proof of job letter and modified my loan back to monthly bases. I will attach a job letter and the forms I sent them.
They see my house as an asset which has equity built in too the house. They are not accepting my job salary stating that it is a vendor who is paying you and we dont accept that. I dont understand this at all. When I bought my house, I was being paid by an vendor agency at that time so why did they accept my money then and not now that is my question to them. I need someone from your company to discuss this and make an agreement with them to make my mortgage normal ASAP.
Please help me save my house in anyway you can.
Thank you XXXX XXXX XXXX
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| 03/08/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
|
|
Web |
|
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Freedom Mortgage doubled our mortgage payments from approximately {$1800.00} to {$3600.00} beginning the month of XX/XX/2021. I tried calling to reach someone to discuss and received telephone prompts. As I continued to follow the prompts, I was given an option to pay either a minimum amount ( {$1800.00} approx. in which was our regular payment amount ) or the new payment amount ( {$3600.00} approx. ).
After paying the minimum amount we eventually found out later that the amount we paid was placed into an unapplied funds account and not credited to our mortgage payment. This led to a credit reporting for missed payment. We disputed the report to no avail. In the meantime we spoke with several representatives whom sited that the payment increase was due to property taxes not being accurately calculated for XXXX. We did get a payment reduction after our negative escrow balance was spread out over time. Yet, we are still faced with a bad credit reporting, in which dropped our credit scores substantilly.
We've continued to try and get this resolved with the company, in regards to the miscommunication as to their telephone prompter. However, someone in their XXXX XXXX office pretty much called us a lie in regards to the telephone prompter. However, she did go on to say that they working on getting our mortgage payment reduced even further than the recent reduction, we're still waiting on that. As of now noone returns our calls. Whenever we do reach someone, everyone seems confused ( No notes!! ).
|
| 04/17/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
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Freedom Mortgage Paid my property taxes and also my father 's property taxes from my escrow.
Property Taxes were due XX/XX/XXXX. My dad cant pay his because freedom mortgage has already paid them with my money. In XX/XX/XXXX i called freedom mortgage to fix this problem. They told me I need proper documentation. On XX/XX/XXXX, I faxed them the proper paperwork and a statement saying I wanted this fixed. I called them again They said it would be fixed before taxes were due. I checked my account and nothing was done. I called them back. They said that the other people i had talked to previously had done nothing, but he would make sure it was taken care of this time around XX/XX/XXXX. I get a letter stating my house payment is going up From {$530.00} to {$800.00} Because the escrow went up to Pay for Property taxes. It showed the projected property taxes for next year and my dad 's is still on there. I called them back on XX/XX/XXXX, they said the escalation team will take care of this. The " Escalation Team '' called me back on XX/XX/XXXX and said it looks like it didn't get taken care of by the projected date. If its not fixed by XX/XX/XXXX, My house payment will be almost too high for me. Freedom Mortgage is hurting not only me but my dad can't pay his taxes and will be charged late fees.
My dad and I have the same first name, Different Middle Names, and Different addresses.
I called the tax office and they said freedom mortgage hasnt even begun to fix this problem or called them at all.
|
| 01/18/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
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My home loan servicing company was transferred in XX/XX/2022 from XXXX XXXX to my current servicing provider, XXXX. All payment amounts and information were transferred as is and I had made every payment required by the prior servicing company, XXXX. Unbeknownst to me there was a shortage in my escrow account. When the new servicing company, XXXX, acquired the loan, they assumed the risk as is with no due diligence or review on their end and even more so, no notification to me that there was a potential problem. Fast forward towards to the end of 2022 and I receive a letter in the mail notifying me of the shortage amount of {$3400.00} and that I will be responsible for paying in increments over the next XXXX months, thereby significantly increasing my mortgage payment. I called XXXX to help explain the situation. After reaching several different levels of customer representatives, I finally reached a XXXX XXXX at XXXX who helped explain the situation as a mistake made at XXXX when calculating my escrow balance and funds needed. My complaint, and what I am looking to resolve, stems from the fact that this error made was on the mortgage servicing provider. Both XXXX, who originally calculated it incorrectly, and XXXX, who assumed the risk as is with no due diligence and failed to ever notify me of a shortage so I can take earlier steps to rectify. I am asking for the relief of the full shortage, {$3400.00}, as to make me whole of a mistake made by the company, not the home owner. Thank you.
|
| 04/17/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
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I DESPERATELY NEED HELP! I am getting nowhere with my mortgage company. I filed a previous complaint on XX/XX/XXXX, claim # XXXX because my servicer was giving me the run around regarding loss mitigation. I sent proof of this with my previous claim. My servicer did respond after I filed the claim with CFPB, but only with a phone call and no resolution. CFPB closed my claim. I am not getting any options in regards to loss mitigation that I qualify for under USDA Mortgage Relief in response to Covid 19. I have a USDA guaranteed mortgage and I qualify for a payment reduction according to their guidelines. I meet all of the qualifications and it's as if no one is accurately processing any of the loss mitigation applications that I have filed since the end of XXXX. I do not know what else to do. When I reach out to my servicer, all they do is tell me that they will escalate my issue to someone and then I never hear from anybody. Now, they have closed my loss mitigation case and I am still in the same situation. They even sent ANOTHER loss mitigation package for me to complete! I have completed THREE since XX/XX/XXXX and I haven't been offered any resolutions to my issue. I AM BEGGING THE CFPB FOR HELP!! All I want is the payment reduction as per USDA guidelines. It's really that simple. I do not understand why my servicer has not offered this to me. I qualify for this option set forth by the Whitehouse on XX/XX/XXXX, under the USDA guidelines and under the USDA Covid 19 Special Relief Measures.
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| 12/28/2023 |
Yes |
|
- Struggling to pay mortgage
- Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
|
|
Web |
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|
Since XXXX, I have continued to communicate with Freedom Mortgage about my hardship. The first representative gave me directions to submit documentation and I fulfilled this process. When I called to have a follow up, the associate would advise that the previous associate did not advise me correctly. This occurred at least XXXX times. I advised them that there has been a serious reduction in the household income and we need some type of assistance. When I first obtained my loan, I was advised from the loan officer this loan is a government fha backed loan and in times of hardship options would be available. Is this true or did the loan officer lie?
Freedom mortgage has created substantial work that seems un-necessary and caused additional hardship by delaying the process longer than one could imagine. I've have had to take on additional debt to pay the mortgage due to the lack of communication from freedom mortgage and my options which has caused more interest being paid due to their incomitance.
Freedom mortgage has made our hardship extremely difficult in the last XXXX months. I feel they lack sufficient knowledge in the contact center and the representatives handling the emails as it relates to hardship solutions and commit to the follow up.
I do not blame Freedom mortgage for my hardship, I blame Freedom Mortgage for amplifying my existing hardship by dragging more time than necessary and creating false excuses that are due to lack of knowledge within the organizations staff.
|
| 01/19/2024 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
|
|
Web |
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On XX/XX/XXXX, I requested information from Freedom Mortgage regarding the criteria and information needed to cancel the escrow account on my mortgage. I recently had a XXXX to remove PMI that put the XXXX of the loan below 80 %. When I received the requested information from their Customer Care representatives, multiple times I was told that the XXXX of my loan was now below 80 %, that I met all criteria to cancel escrow on my account, and multiple reps confirmed that if I requested removal of escrow, it would be successful.
I then spent significant time gathering the requested information and completing the forms to request cancellation of escrow based on the information provided to me by Freedom Mortgage representatives and submitted the request in XX/XX/XXXX.
On XX/XX/XXXX, I received a document in the mail stating that my request was denied due to XXXX of the loan not meeting the required 80 %. I called the Customer Care center again and was transferred between multiple representatives who did not know how to help before I finally reached a representative who informed me that the XXXX could not be used for consideration of XXXX for removing escrow and that they would only use the purchase price for XXXX calculation. This directly contradicted the information provided to me by multiple representatives on previous calls and led to significant wasted time by me calling in, waiting on hold, and filling out forms all based on incorrect information provided to me by Freedom Mortgage.
|
| 03/19/2019 |
Yes |
|
- Trouble during payment process
|
|
Web |
|
|
I have been a customer of Freedom Mortgage since XX/XX/XXXX and for the entire almost 5 years have requested, demanded, begged and pleaded for the company to acknowledge the ADA requirements to make a reasonable accommodation for my communication XXXX. I was born with XXXX XXXX XXXX which is a genetic, progressive XXXX XXXX which has rendered me legally XXXX.
Although several authorized representatives have told me that they can email me documents I have only been granted one single bulk dump via email. This one and only time that I have been able to get correspondence emailed came after I spoke with XXXX XXXX of the executive branch at Freedom Mortgage. On a recorded line XXXX. XXXX told me ( in XX/XX/XXXX ) that she could not only setup my email correspondence but she sent me an email message verifying that she was going to do this. It was not until XX/XX/XXXX when I spoke with another employee about an entirely different situation that I was shown that the company is fully capable of emailing me correspondence in compliance with the ADA.
I was also recently made aware that this is a violation of the Truth In Lending At ( TILA ) as well.
Today, XX/XX/XXXX I was told by an authorized representative of Freedom Mortgage that he spoke with an executive on my behalf and that the person he spoke with said that Freedom Mortgage is not going to email me anything just because I want them to despite the fact that they are in violation of the ADA and consistently discriminating against me.
|
| 02/23/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
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My mortgage company received funding from the Homeowners Assistance Fund on my behalf in XX/XX/XXXX. ILHAF paid all money in the rear {$11000.00} plus 3 future payments totaling {$2700.00}. My mortgage company applied the payments incorrectly to my loan therefore causing a lot of issues for me. It has been a headache, time and energy wasted trying to get them to correct this issue. I called in XXXX and sent them a written request on XX/XX/XXXX regarding my payments being applied incorrectly. All the back payments and future payments sent by ILHAF were applied to the 1098 tax year XXXX, which should not have been. Two of the payments should have been applied to XXXX tax 1098. My mortgage payment are XXXX and has been for over 16 years. I have a conventional loan so the amount should not have changed. I do not have PMI or an Escrow account. Where did they apply my lost payment of {$920.00} plus {$19.00}? They also have a Corporate Advance Fee on there for {$19.00} which Im not sure why its there but ILHAF paid that as well in the lump sum amount of {$13000.00}. They actually applied PMI to my mortgage and that should not have been there. I have a conventional loan. Ive been in my home for over 16 years and have equity of over 50 %. I have never defaulted on my homeowners insurance. Now they are sending me statements saying I owe them a payment for XX/XX/XXXX, a late fee and {$19.00} for a Corporate advance Fee which is incorrect. Im tired!!! Can you Please assist me with this company?
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| 08/23/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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Our mortgage was sold to Freedom Mortgage and shortly after that we sold our home. The process of getting documents and receiving refunds has been horrible. I was charged a fee to obtain my payoff amount, which is probably standard but when we closed before our estimated date, the loan was overpaid by the few days of interest. Because we " OVER '' paid our mortgage they charged us a {$16.00} fee! Why would there be a fee for over payment? To make matters worse, it was a cash sale which funded immediately. From that funding and over payment, the principal balance was paid, interest was paid, and then the extra payment was thrown into escrow. After we received the notice that the transaction was fully funded from the closing company, I contacted Freedom Mortgage to ask about the release of our escrow account and was told it would be almost a month before they would release it. The reason, to ensure funding went through and all fees and interest were collected. I was online looking at my account at the same time as I was talking to the representative and it showed " Paid in Full. '' I mentioned this to the rep and was told there would still be fees to adjust. My complaint is how do you charge a fee for over payment and then not release my money that I have paid in even after the loan was paid in full?! It is a scam to earn interest for as long as they can and get " fees '' any way possible. I would NEVER recommend Freedom Mortgage to anyone and have been very verbal about my situation.
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| 05/29/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I sent the following letter to Freedom Mortgage Corporation on XXXX . XXXX , XXXX , bu t to date there has been no response at all fr om Freedom Mortgage Corp. : " This is a request for information, for review, and for an explanation regarding my Freedom Mortgage ( FM ) account. In particular, I would like an explanation as to why twelve ( 12 ) mortgage payments were marked N or U for unapplied funds, occurred between XXXX and XXXX , and XXXX through XXXX . During these periods, I was enrolled in FM s Bi-Weekly Automatic Draft, and paid an additional {$300.00} a month towards principal in order to curtail my 30-year fixe d rate mortgage. In order to be on the Bi-week ly Automatic Draft, I had to pay one full month ahead to FM. The main purpose of signing up for th e Bi-Weekly Automatic Draft is to curtail my mortgage by having the mortgage paid every 14 days, thereby paying the principal down quicker. However, it appears that FM did not apply the funds when it drew from my bank account on a bi-weekly basis. Instead, it held on to the funds for 14 days and did not apply same to reducing my mortgage. Therefore, by utilizing such method, FM purposefully withheld funds paid to it for its own financial benefit at the expense of a borrower like me. I await a prompt written response from FM, within 20 days from the date of this lette r ( n o later than XXXX ) to address my concerns as stated in this letter. You may reach me by email or US Mail . Sincerely, ''
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| 08/28/2015 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
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I tried logging into my account this morning to pay my mortgage for XXXX 2015. I tried on freedommortgage.com, and it would n't let me in so I called customer service, entered my SS Number, and it routed me to a lady who saw all my information, she told me my account was handled through myloancare.com let me connect you. No one answered. I tried to log into XXXX and it would n't let me either. I asked for temporary passwords from each site, each site sent me an email with a temp password, however I still am unable to log into my account. I called Freedom Mortgage back at XXXX this morning and spoke with XXXX, she stated my loan is handled through XXXX go back to them. I tried to explain to her that the XXXX website told me to go back to you - freedom mortgage, she said no, I know it 's confusing because Freedom Mortgage is the parent company to XXXX, but you need to deal with them. Right now I am frustrated with all the lies, and lack of accountability with my account. Is this a SCAM set up this way so I had to pay the {$5.00} extra dollars by phone to pay my mortgage to gain additional revenue? Which I paid by phone calling Freedom Mortgage, so they wont talk to me about my account, they wont let me log into my account, but they will take my money over the phone? I have had issues with both of these entities since day one, I have filed numerous complaints and will continue to do so, until they are held accountable for these outrageous actions and lack of accountability for my loan.
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| 02/02/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
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Web |
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I have several investment properties which I've been paying on auto pay for years. In XX/XX/2022 my mortgage provider, XXXX mortgage, transferred my loan to Freedom mortgage. I did not receive notice of this. Months later, in XXXX, by chance I noticed my credit report took a major hit due to a late payment to Freedom mortgage.
I called them to figure out what happened, and it turned out they were now the servicer of my mortgage, and so I was late paying them because I had not realized that my mortgage had been transferred. They had an old address of mine on file, an incorrect home phone number listed that was not mine or any of my past phone numbers, the correct mobile phone number, and the correct email address. In addition, I had been receiving advertisements by email from them for months, but received no emails relating to billing or late payments.
I immediately paid off the bill and requested Freedom mortgage remove the late strike on my credit report, and they refused. I filed disputes with XXXX, XXXX, and XXXX, and they refused to rectify the situation. Finally, I contacted an attorney, and they suggested I reach out to the CFPB. I've had a stellar credit report my entire life, and never miss any payments, and now my XXXX XXXX is down over XXXX points due to this issue. I feel this is not my fault, the mortgage provider had my cell phone number and email address, which they were using to advertise to me for months, but never sent any notice of bills due or late payments.
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| 11/12/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I believe my mortgage servicer, Freedom Mortgage of Indianapolis, IN, conducted their annual escrow account analysis incorrectly and have attempted to collect a higher monthly amount than I legitimately owe. I spent one and one half hours on the phone explaining to their agents the source of the error but the agents on the phone clearly did not understand the analysis. Since then I have written two letters to them, detailing the problem but after taking two months to respond to the first letter and another month to my second letter, they still have not even attempted to understand or acknowledge the source of the error. In the meantime, they have continued to hit me with monthly {$130.00} late fees even though I have been making my principal, interest, and undisputed escrow payments in full and on time. The monthly escrow amount in dispute is only {$85.00} so it seems rather unreasonable to continue to charge {$130.00} late fees while they are taking as much as two months to respond to my letters. The letters are unsigned and I have not been put in contact with a named individual with contact information in order to have a chance at understanding each other 's positions. Now they are sending me foreclosure notices on my property. I am starting to think Freedom Mortgage intentionally scams their customers by artificially boosting escrow payments to help pad their bottom line. And then they try to bully them into compliance with foreclosure notices and submitting bad credit reports.
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| 07/20/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
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I want to complain about Freedom Mortgage.
I am a cosigner on my daughter 's mortgage. She had some extenuating circumstances that put her behind on her payments. So I called to make the payment that I received in the mail of the default amount. I gave my routing number and account number. I got a confirmation number and watched my account for it to be drawn. 3 days later it hadn't drawn so I called again and got a runaround that there had been a problem and i was put on hold while they " took care of '' the problem. I was told that it now had just posted. 13 days later it still hadn't posted so I have talked to 3 different agents. Was hung up on by one who didn't want to post my payment to the original date that I made the payment.
They had told me that my credit union had returned the request. I visited the credit union branch manager today who went through my account and said that there had never been a request for the ACH payment.
I called my daughter and she told me that they have terrible customer service and that she has gotten a runaround every time she has called them. The comments on " XXXX '' online are terrible as well.
The fifth call after 2 weeks I finally got XXXX teller # XXXX who was very helpful and seemed like she has it together. Now I'm just waiting to see if the payment goes through.
Another interesting thing is that the delinquent amount I got in the letter was a totally different amount than the amount I paid. Seems their letters pad the amount owed.
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| 10/17/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I was a first time homebuyer in XXXX of XXXX. I received my first property tax bill on XX/XX/XXXX in the mail. Not knowing my mortgage company was paying this tax bill ( since I didn't remember about my escrow account ) I paid the XXXX XXXX XXXX XXXX XXXX XXXX bill the same day I received it in the mail.
I submitted payment for this tax bill on the county website in the amount of {$2000.00} and received the payment confirmation via email ( attached to this complaint ) showing the amount went through and came out of my account.
The mortgage company then submitted the tax payment in the amount of {$2000.00} to the county and received their money back as the county had already processed my payment. I have had 3 phone calls with the mortgage company XXXX Freedom Mortgage ) to resolve this issue in receiving my tax payment back to my name in the form of check, or even a one-time balance paid to my mortgage principal.
All phone calls have led to them stating there is not a positive balance in my escrow account to pay me back ... That is because after the initial payment they made was refunded to them, they didn't refund my account. Nor did the reach out to send me my tax payment that I personally paid.
They are refusing to handle this issue in the proper form of normal customer service. As a consumer of their product ( not by choice as my mortgage was purchased by them in XXXX of XXXX ) I feel they are holding my money that they were supposed to pay to their personal benefit.
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| 12/28/2017 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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Freedom Mortgage doesn't apply payments appropriately. This has been a recurring problem and I have reported to the CFPB before. We stay approximately 3 monthly ahead on our payments and we make each of the payments through the Lender's website. The lender's website will only allow full payments plus additional principal and additional escrow. They will not allow partial payment. We made the payment plus additional principal on XX/XX/XXXX which was due for XX/XX/XXXX . They did not apply our payment. The account summary shows it went all to principal, but the statement shows it is held in suspense. I called Freedom Mortgage on XX/XX/XXXX and was told by XXXX that it would be corrected. It has not and now the lender is blaming me. I was told I didn't make the full payment - I didn't pay enough. I paid through their website as always, which doesn't allow less than a minimum payment and I paid additional principal. Additionally the lender is trying to charge me a future interest rate. My interest rate is changing, and they are trying to charge me the new rate on payments I am making now. How can they charge future interest? We also have not received the ARM notice of a rate change. Is that not supposed to go out 60 days prior to a change? They claim they sent it on the XXXX, but there is no record of that online in the statements and documents section of their website. How can they charge me the new higher rate now? Why am I penalized for making my payments early and paying extra?
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| 08/28/2023 |
Yes |
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- Incorrect information on your report
- Account status incorrect
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Web |
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Im filing a complaint against Freedom Mortgage for negligence.
The basis of my grievance is that Freedom Mortgage is responsible for a burden that prevents my family from purchasing a home and establishing ourselves in XXXX XXXX. My brother, his wife, and daughter moved to XXXX XXXX from XXXX a little over a year ago to be closer to family and more importantly contribute to the medical care ecosystem in XXXX XXXX. As a XXXX, he felt a sense of duty to work in this environment and help strengthen the quality of care available. Freedom Mortgage is servicing my current mortgage to which my brother is a co-borrower, and they have failed several times to record timely payments. The erroneous payment recording which is entirely their negligence has resulted in multiple negative items affecting my credit report and my brothers as well. It has been extremely stressful and quite costly for my brother to continue to rent while the real estate market and interest rates are on a gradual incline. Were only asking this mortgage service company to contact the credit bureau and withdraw the erroneous late payment reports as promised that they would and several representatives stated that they did. Weve attempted this for over 3 months now and every contact person from that company seems to have a different set of information. So far nothing is remotely leading to a solution, were just getting fragmented unclear responses and they insist that we take it up with the credit bureaux ourselves.
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| 07/30/2020 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
|
I am a military vet. I've owned my home for 5 years and use Freedom Mortgage. I recently decided to refinance, lowering my intrest and term length. Freedom Mortgage contacted me to start this process.
The initial processing went relatively smooth. People and loan officers contacted me and set everything up.
I was told a mobile notary would need to come to my home to finalize the loan documents. We set up a date and time for that to happen. We selected the first date available and it was a 3 week wait.
3 weeks later, on the date and set, noone shows up. We called the mobile notary company and they said they are waiting paperwork from Freedom Mortgage.
Here is where my problem started. I've called Freedom Mortgage countless times. I've explained my issues to multiple people and multiple supervisors. Noone is helping me or contactimg me back.
Everytime I talk to the refinance department they tell me a Supervisor will call me back. They do not and have yet to call me back. Everytime I ask to talk to a Supervisor, I am sent back into the regular queue and have to start the process over.
The actions and treatment of Freedom Mortgage 's customer service and refinance department is unethecial at best. The employees lack of knowledge and inability to take action when helping a customer is astounding. Everytime I talk to them I wait on hold for at least 60+ min and make no progress no matter who I speak to.
They should be ashamed and embarrassed of their customer service.
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| 01/18/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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OnXX/XX/XXXX I contacted my lender, Freedom Mortgage to request that my PMI be removed from my loan since my mortgage balance had dropped below the required 80 %. The original loan amount was {$210000.00} and the balance owed as of XX/XX/XXXX statement was {$160000.00}. I was asked to fax a letter to the lender requesting my PMI be removed. I was told that I would receive instructions on what to do in a few weeks. As of XX/XX/XXXX I had received nothing from the lender so I called. After 3 attempts with different staff I was told that my fax was n't received. I have a fax received confirmation. I was asked to email my request so I did on the same day. Today I received a call from the lender and was told that I had to order an appraisal and pay for that myself. I told them that since my balance owed had dropped below the 80 % the PMI should be removed automatically. She also told me that since I was making accelerated payments this posed a potential issue, I did n't understand this statement. My minimum payment is {$1500.00} and I have been paying {$2500.00} to pay off the loan faster.I was put on a long hold and the staff came back on the line and said she was trying to reach a manager. I asked her to please call me back since I did n't feel me waiting for over 20 minutes was fair. I have heard nothing since the then.
I have attached a copy of my XX/XX/XXXX loan statement and copies of my fax request, fax receipt confirmation, Email request and email receipt confirmation.
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| 03/20/2021 |
Yes |
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- Trouble during payment process
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|
Web |
Servicemember |
|
I refinanced my home in XXXX. It was sold to Freedom Motgage. Since then I have had trouble with them crediting my account. I have always paid my payment on time and in full. I was separated from my husband in XXXX of XXXX and unbeknownst to us, we were both making payments on the mortgage. I was paying the XXXX and he was paying the old amount of XXXX. When I became aware of it last summer, I called the company and they said that instead of crediting my account they were holding the money somewhere else. Then when I opened my XXXX bill of XXXX. My balance had increased from my XX/XX/XXXX from XXXX to XXXX on my XX/XX/XXXX statement but my balance due was XXXX. I went online and there were several unusual transactions posted. One being for over XXXX on XXXX called XXXX and they told me that they dont have the extra payment info. My husband and I both have bank statements to prove our payments. They say that in XXXX of XXXX my payment was increased from XXXX to XXXX that I was still paying the XXXX amount so in XXXX of XXXX when my payment was increased again they recalculated my XXXX payments. First of all, my bank statements show that as of XXXX of XXXX I was making the new payment of XXXX. My husband was paying an additional XXXX. They still wont tell me where the extra payments that we made XXXX through XXXX went. They are saying that it was applied to the loan. Why did my balance go up then? Again I have bank statements that show all payments being in full and on time.
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| 07/07/2020 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
Servicemember |
|
Approximately XXXX XXXX I was contacted by my mortgage holder ( Freedom Mortgage ) to re-finance my current mortgage at a lower rate. I took them up on this offer and they stated it would close before my XX/XX/2020 payment was due. This didn't happen. We tried to close before XX/XX/2020 payment was due. This didn't happen. Since this process began back in XXXX, ( now approaching 90 days ) I have had trouble trying to contact Freedom Mortgage for the status on my loan. In XX/XX/2020, I was told that a subordination agreement was sent out to XXXX XXXX XXXX ( my bank ) to sign. Again in mid XXXX I was told a subordination agreement was sent out. Last week in XXXX I was told again, by the loan processor, that a subordination was sent out. Each time I have contacted XXXX to check if they had received a subordination agreement. Each time their answer was NO. For the past four weeks I can not get the loan officer to return any of my calls. I have asked to speak to a supervisor on four occasions, but get voicemail and no return phone calls. I even sent an email to the CEO XXXX XXXX with no results. I call their phone number and you get please hold or enter your phone number for a call back. I have done this at least 6-8 time during the past 3 weeks with no return phone call. Since this process began, the only thing I have received is 5 change in terms, of which the last one had an error. Too many lies and untruths from this institution. I'm a retired banker and know the process.
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| 10/28/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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I went through a mortgage broker after I closed my house I was told Freedom Mortgage was to be my new lender. As part of the closing of the house, my flood insurance was prepaid for XXXX years, home insurance for XXXX year, and property taxes paid for the quarter. This information was enclosed from a letter, fax, and telephone from myself and my insurance provider. They misbilled my escrow for an entire year. I spent dozens of phone calls, emails, ect which is more of an incompetence and customer services issue. So after the required XXXX year period I asked to be removed from escrow and was denied. I just got a letter XXXX weeks before my payment is due that my loan payment increased by over XXXX XXXX to combat an increase in my flood insurance for the year. I immediately called to correct them and it was taken care of. XXXX weeks after my XXXX XXXX payment I was contacted by collections saying I had missed my payment. Of course I check my bank statement and there it is. I call again and start the process all over. My new payment is due, my credit is in ruins, and I have been bounced from deptartment to department without settlement. First off a XXXX XXXX increase in a mortgage payment is criminal and should have raised eyebrows, but now i dont know how to fix it because obviously no one in the company is helping me. I cant make my payments, i cant send more evidence of prepayment. My taxes are unchanged and my homeowners insurance increased by XXXX dollars for the year.
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| 05/19/2018 |
Yes |
|
- Trouble during payment process
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- UNITED STATES MINOR OUTLYING ISLANDS
- 84128
|
Web |
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We have a new mortgage with Freedom Mortgage. Payments after the XXXX of each month are late. Our regular payment is {$970.00}. On XX/XX/XXXXI did a search for " Freedom Mortgage payments ''. I clicked on the link that said " Freedom Mortgage : Login, Bill Pay, Customer Service ''. The Freedom Mortgage logo showed up with the word 'payment ' to the right of the logo. I clicked 'payment ' and proceeded to process a payment for {$970.00}, a little more. Today, XX/XX/XXXX I got a call from Freedom Mortgage stating we had not made our payment. Shocked, I began to research what happened. After several calls to Freedom Mortgage I got a Customer Service Rep that admitted there is a third party, XXXX, that takes payments for Freedom but stated that XXXX is not authorized by Freedom. So I asked, " then why do you allow them to use your logo!? '' I got the repeated answer, " we do not authorize them to take payments for us ''. Same question, " then why do you allow them to use your logo ''!? I asked for the legal department to which I was told they do not take incoming complaints but that I can send an email to XXXX. I will be sending that email when I finish this but I am quite upset. If Freedom Mortgage is aware that XXXX is using their logo to take monies for them then why is me, as a Freedom Mortgage customer not made aware that this is happening in advance not after my payment is taken! I just found out that these payments do reach Freedom Mortgage but late! Its not right!
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| 02/24/2021 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
XXXX Freedom Mortgage acquired our mortgage for XXXX XXXX. XX/XX/XXXX our mortgage payment increased by {$110.00} to cover a shortage in the escrow. Freedom Mortgage would not provide a reason, and referred us to the insurance company. The insurance company said it was 'inflation '. We revisited this question with Freedom Mortgage and we were told that our property taxes had doubled. Upon contacting the local tax office, that was not the case. We were told that we have only have to pay {$110.00} for 6 months to cover the shortfall. We should have had an excess balance in escrow, we did not. In XX/XX/XXXX, XXXX XXXX raised our insurance policy by {$700.00}. We changed our insurance to XXXX starting XX/XX/XXXX. By this time, FM had already paid the yearly insurance payment to XXXX. XXXX sent a check to us in XX/XX/XXXX. We paid FM that {$1900.00} to cover the new insurance payment to XXXX as they had already invoiced FM. FM did not pay XXXX until XXXX of XXXX. In XXXX, FM has increased our mortgage payment by another {$180.00} stating that we were short on escrow again. Upon further examination on the FM website the {$1900.00} was credited to our account, however the paper statements do not show that deposit. Presently, FM has requested that we prove to them that we paid them the {$1900.00} in XXXX of XXXX, even though their online system shows that they have received it. Our mortgage has increased by {$300.00} in 3 years. I have filed a complaint with the XXXX XXXX XXXX.
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| 01/26/2019 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
|
|
Freedom Mortgage is illegally delaying and taking excessive time in reviewing and making a decision for my loan modification application. Freedom Mortgage excessive delays, often causing my application documents to expire, which then they would close the application due to expired documents. To date, no decision has been made on my loan modification since first applying in early XXXX.
I spoke with a loan modification representative at Freedom Mortgage on XX/XX/XXXX and was advised that I was missing an explanation on transfers from account ending in XXXX. I have made numerous fruitless attempts, to explain the {$16.00} DEBITS ( from account ending in XXXX ). On XX/XX/XXXX, l gathered and emailed 61 pages to Freedom Mortgage loss mitigation department. Freedom Mortgage acknowledged receipt of all pages on XX/XX/XXXX. It is my understanding from Freedom Mortgage that the purpose of the bank statements is to verify my income was received ( bank statements included in the 61 pages emailed ) and verify all income ( all deposits were explained with letters in 61 pages sent on XX/XX/XXXX ). My loan modification application ( as of XX/XX/XXXX ) is pending closure per Freedom Mortgage because of failure to explain the transfers from account in XXXX.
Because of the delay in my loan modification application review which, violates mortgage servicing rules I was deprived of the ability to make an informed choice about how to save my home, which caused me to file for bankruptcy.
|
| 01/27/2018 |
Yes |
|
- Incorrect information on your report
- Old information reappears or never goes away
|
|
Web |
Servicemember |
|
This complaint is in follow up to a previously filed complaint with the CFBP. The previous complaint number was XXXX and it will be attached to this complaint as a reference.
In that complaint, Freedom Mortgage agreed to remove the 30 day late payment from my credit report. In their response, they indicated the following : " The payment received on XX/XX/XXXX was posted to unapplied funds in error and then applied as a payment on XX/XX/XXXX which caused the adverse credit reporting. We have corrected the credit reporting to show as current in the month of XX/XX/XXXXsince we received the payment in XXXX. '' After I received this response, I disputed the information on my credit report as well as my wife 's, citing the late payment was an error and that Freedom Mortgage agreed to remove the late payment. Shortly thereafter, Freedom Mortgage verified the 30 day late payment was accurate and indicated they would not remove the item from my credit report. This occurred after the initial complaint # XXXX was closed. I spoke with a representative of Freedom Mortgage on the phone and their response was " the information is reporting accurately '', and that if I had any issues, nobody at Freedom Mortgage can help me. He indicated to me I would need to hire an attorney to fix the problem. This answer is unacceptable.
My concern is that Freedom Mortgage is telling the CFPB one thing and they are doing another. They are not following through with what they are telling the CFPB.
|
| 07/14/2017 |
Yes |
|
- Trouble during payment process
|
|
Web |
|
|
My wife and i purchased a home that was originated through a local lender. We closed on said loan XXXX XXXX XXXX. Upon closing, we were advised to provide our 1st payment ( due XXXX XXXX XXXX ) to the originating lender. On XXXX XXXX, we provided the first payment to the lender, whereas by letter dated XXXX XXXX XXXX, we were advised the loan had been transferred to Freedom Mortgage ( " Freedom '' ). On XXXX XXXX XXXX, i received a call from Freedom that our payment was past due. I explained to the collector that the payment was made to the originating lender. I then called the originating lender who informed me the payment was not cashed by them yet sent directly to Freedom. I checked my bank records and the payment was negotiated with an endorsement to Freedom on XXXX XXXX. I called Freedom and notified them of same along with providing evidence the payment was negotiated by them. The Collector adamantly stated the payment was not made to Freedom. Once again, i informed the collector " ... your firm cashed the check and you have evidence of same ... '' The collector stated further research is needed. I asked if you have not applied my funds to the account, where did they go? No response, other than, they need to check. While on vacation last week ( XXXX XXXX XXXX ), i received another call from Freedom seeking to collect funds already provided to them. I advised them to not call me anymore and find my payment. During same call, we made the XXXX payment over the phone.
|
| 10/06/2016 |
Yes |
|
- Loan servicing, payments, escrow account
|
|
Web |
Older American |
|
Section One : FALSE OVERDUE NOTICES I am making a request for your office to determine why I am receiving letters stating that my mortgage payment is overdue and I am now being charged a late fee?
Attached is an affidavit from my bank showing that all my payments from the past have been received and posted prior to the XXXX of the month since XXXX XXXX.
2. Please find out what are my monthly payments? I have been sent a notice of {$950.00}, {$660.00}, and now {$740.00}. I would like to see the math on all of the above figures. How did my loan go from {$790.00} to {$950.00}? I would like to see the math.
After a refinance in XXXX of XXXX, I have been making payments of XXXX. This is an FHA loan and includes principle, interests and hazard insurance. I have a 100 % tax abatement given to me by XXXX Country for persons who are XXXX and over and beneath a certain income since XXXX.
3. I have also been sent a statement for late payments for the previous month for {$1500.00}. How was this tabulated?
Section Two : ESCROW ACCOUNT/UNAPPLIED FUNDS 1. I finally found out last month there was some type of unapplied funds of XXXX. Why are these in an unapplied fund bucket? Where did the {$220.00} go of the XXXX? I have never made a partial payment. What check number was this? Please ask them to provide the check number ( see bank report for check numbers and payment ). I have never paid a partial payment. Please ask them to provide the check number and why money is missing.
|
| 11/08/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Difficulty submitting a dispute or getting information about a dispute over the phone
|
|
Web |
Older American |
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I on my new home on XX/XX/2022, I paid the downpayment to the closing agent, XXXX XXXX. I closed on the house I was at another closing earlier in the day. So the proceeds were paid at the time of closing, which was processed at the title company as well. The transaction was handled by the realtor. I called my previous lender to let them know that the home was sold and Affiliated Title of Central Florida XXXX XXXX XXXX XXXX. I called the title company several times as the check for the payoff of my previous house seemed to be caught up in some kind of slowed down process. In the meantime, my previous lender was reporting the loan as delinquent. I called the lender to ask them why, they did not have a answer for me finally the title company sent the check to them but they reported the loan as being delinquent, for both XXXX and XXXX. I am enclosing the letter the Lender sent with their response. Both of our credit score where hit by more than XXXX points. You will notice in the document from the Lender that we had the loan for 2 years, every payment was made on time. I have a hard time understanding why if I close on a home, I'm still responsible for the loan. Freedom knew we were selling and they also sent a closing statement to the Title Co. It really hurt us at a very bad time and we worked very hard to make sure we pay our bills and I watch our credit. I asked Freedom if there was something they could do, they apparently feel they weren't responsible. Please respond
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| 12/30/2023 |
Yes |
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- Trouble during payment process
- Escrow, taxes, or insurance
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Web |
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Despite an overage to my escrow account balance my mortgage company insists that my monthly mortgage payment must be increased to satisfy annual payments for mortgage insurance and property tax. In XXXX my mortgage payment increased from XXXX to XXXX. The mortgage lender, upon my inquiry, explained the aforementioned increase was a result of an increased escrow balance requirement due to increasing mortgage insurance and property tax. In an effort to avoid future negative escrow balance issues, I made an additional surplus payment causing an overage to my escrow balance. This XX/XX/XXXX I was informed by the mortgage lender that my mortgage payment would increase due to an increased escrow balance requirement. Despite my current escrow balance overage, the lender issued a check, to me, for the overage and increased my monthly mortgage payment for the XXXX calendar year to offset the increased escrow balance requirement resulting from increases to my mortgage insurance and property tax. I was able to make contact with the escalation department representative, XXXX, who returned the overage funds to the escrow account at my request, but informed me that this action would have no impact on the pending increased monthly payment ; additionally she informed me that any future increase to my property tax and/or mortgage insurance would cause an increase to the escrow balance requirement resulting in an increase to my monthly mortgage payment throughout the life of the loan.
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| 06/16/2020 |
Yes |
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Web |
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I have an home mortgage with you Freedom Mortgage. They sent my escrow to the wrong parcel id for 2 years now. I now have a property lien threatening me as the negative balance is - $ XXXX. They have admitted their error, yet continue to give me the run around about why they have not dispersed a check to my county treasurer ( XXXX XXXX indiana ) to catch me up. I have 2 major loans ( 1 being a refi with a different mortgage co ) that had been held up by this and both have fallen through. I have tried and tried and called and called. Im tired of it. My next move is legal recourse to get me the help i need. It has caused major stress on my family ( 1 being my XXXX XXXX XXXXXXXX wife ) and i as well as caused ( like i said ) 2 loans to collapse. Now they have claimed to have sent out a check to the treasurer on XX/XX/XXXX to cover the mistake. Its XX/XX/XXXX and XXXX XXXX has no record of a check. To make matters worse, freedom mtg took the money to pay for the mistake FROM MY CURRENT ESCROW! Now, my escrow is showing negative $ XXXX and they are asking new mortgage company to add this to the buyout. And it gets even worse. They want {$250.00} from me bc theres not enough cushion in my escrow they stole from. I have filed cases with the Indiana and NJ ATTORNEY GENERAL as well as the XXXX OF NJ. My wife and I want whats right and whats fair. I am extremely concerned for her and my XXXX child as this stress of dealing with Freedom Mortgage is. Ever ending. Please help.
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| 03/16/2018 |
Yes |
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- Struggling to pay mortgage
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Web |
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I have a mortgage with Freedom Mortgage and back in XXXX I was going thru a custody battle with one of my child 's fathers in which I was court order to go to mediation. This required me to use a whole pay check ( had to bring cash ) to pay for it. XXXX dollars plus I incurred more lawyer fees which set me back and I have struggled to catch up. I called to make arrangements and explain my situation to the mortgage company. A friend of mine told me to ask for a modification. At no time did anyone tell me about FHA loans and the partial payment. I began sending the information they requested in XX/XX/2017. I continued to make payments as I was able to. I also took on a part time job in XXXX to help bring up my income. I sent in a letter of hardship and other documents and since then I feel as if they have been giving me the run around. There is always something missing and I swear I have filled out the XXXX form and sent at least 5 times. I now sent them a check for XXXX dollars as of XX/XX/XXXX I owed XXXX the XXXX was sent in XX/XX/XXXX and I called and told them the rest will be coming on my next pay day and they still have to cash my check and have now sent my loan to foreclosure. So now I am occurring attorney fees as well. I am a single mom of XXXX children and I very much want to stay in this home. I was going thru a hardship one that I think should of qualified for the fha partial claim money. I want to have this looked into as soon as you can. Thanks so much,
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| 02/08/2018 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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I refinanced with Freedom Mortgage in XX/XX/2016 in order to lower my payments. I went from paying {$1500.00} to {$1300.00}. This month my statement said my payments were {$1900.00}, up {$600.00} more per month. The statement further stated my escrow was in the negative {$4500.00}. I called 3X before finally speaking to someone who understood what was going on. The first 2 customer service agents said it was because my insurance and taxes were high and expected me just to pay it. I new that couldn't be right, I had money going into escrow every month. The 3rd person I spoke with found an error where Freedom Mortgage had paid my windstorm insurance twice. This extra payment was {$2100.00}. Half of the negative balance of my escrow. The are currently investigating where this money is since the insurance hasn't refunded the escrow. He then admitted that me that the under writer surely did the math wrong at the signing of the loan.
1. Freedom Mortgage did the math wrong leaving me short with my escrow 2. They paid my insurance twice, {$2100.00}. Leaving me with an even more negative balance on my escrow.
3. Didn't even call me concerning the drastic change in my payments, instead, they just sent me the hefty bill and expected me to pay it.
4. The first 2 reps did not even help look for any errors. They just expected me to pay.
Freedom Mortgage doesn't seem to know what they are doing. They make multiple mistakes and just expect the customer to foot the hefty bill.
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| 11/24/2021 |
Yes |
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- Trouble during payment process
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Web |
Older American, Servicemember |
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To whom it may concern ; Can you assist? In XXXX ( XXXX ) I was notified of a mortgage increase of ~ {$300.00}, going from {$1600.00} to {$1900.00} beginning XXXX. When I inquired, i was told it was based on escrow prediction to compensate for XXXX Tax and insurance payments. The predicted difference equates to ~ {$3600.00}, which the increased the monthly mortgage payment without giving me an option to make up the difference.
I request to pay the difference lump sum to prevent me from having a hardship making the monthly payments. They refused and said it was not an option, and that all I could do was pay a shortage amount of {$1500.00}, and my monthly would only be adjusted to {$1800.00}. I pleaded with Freedom and explained the monthly increase would create a hardship, and I could pay the full amount of the projected monies to compensate for the predicts and maintain my manageable monthly mortgage of ~ {$1600.00}. They refused.
I sent the {$3600.00} ( XXXX ) to escrow of which they added to my account on XXXX they initiated an escrow refund ( see XXXX ). It is apparent that Freedom is not interested in working with me for there payment, however it is apparent they are creating a hardship for which I could lose my home.
Can you assist? If they have the monies to compensate for their predictions, and keep my monthly payments manageable, why not unless this is considered a predatory action to force the loss of my home.
Please assist.
Re XXXX XXXX XXXX XXXX
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| 07/28/2021 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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Submitting a second complaint. This complaint is a followup to my original complaint submitted on XXXX ; the # is : XXXX.
After trying to pull my mortgage out of Covid-19 forbearance since XX/XX/XXXX and paying my mortgage since then ; it wasnt until I submitted my CFPB complaint in XXXX that I learned that I wouldnt receive the loan modification paperwork until I dissolved the trust that my property was in. I went through the very laborious process of closing the trust and supplying Freedom Mortgage with the recorded deed that shows that I am the only owner to move forward with the loan modification and I was told today XX/XX/XXXX that a Freedom Mortgage loss Mitigation rep indicated that the deed was cut off and somehow not legible after they reviewed the deed. This is false and not accurate and again speaks to ineptness of many of the Freedom staff. I am yet again being given the run around and my mortgage is still in forbearance and I have been awaiting loan modification documents since XXXX. I have supplied my updated deed which clearly shows that I am the owner ; I am not sure how this company can continue to legally abuse and swindle clients. I need this issue resolved immediately.
I also want to note that the response that Freedom supplied to the above complaint number, they said someone would followup with me directly, no one ever followed up with methis company has a huge lack of customer service and followup and they are dealing with peoples homes.
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| 06/23/2021 |
Yes |
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- Trouble during payment process
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Web |
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Freedom Mortgage Corporation is in violation of 15 U.S.C 1666. ( b ) ( 4 ). Which states, the creditors failure to reflect properly on a statement a payment made by the obligor or a credit issued to the obligor. Credit was extended to me based on my credit card, which is my social security card and means that the statement shows a positive balance as it relates to the balance owed when it should reflect a negative balance if it is actually owed. Since it reflects incorrectly this is a direct violation.
Fact, I am sure the removal of any and all alleged delinquent payment history and account information from your website, company records, consumer bureaus or any and all derivatives therefore, of, and/or with affiliates will ensure my privacy rights wont be violated due to my lack of consent, 15 U.S.C 1681b ( 2 ) Fact, please show good faith in this matter by expediting the securing of the alleged delinquent payment history, information listed on your site in order to avoid me receiving further injury, damages, mental anguish, and losses due to me being a victim of defamation of character.
Fact, 15 U.S.C 1666. The amendment prohibits creditors from taking actions that adversely affect the consumer 's credit standing until an investigation is completed and affords other protection during disputes. The amendment also requires that creditors promptly post payments to the consumer 's account, and either refund overpayments or credit them to the consumer 's account.
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| 10/11/2019 |
Yes |
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- Trouble during payment process
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Web |
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we were purchasing a bank owned home that needed work done. we were " sold '' a 203k loan by XXXX XXXX out of XXXX, CT because this was our best option, with the promise that all receipts had to be collected and a HUD inspector was working in our best interest. XXXX XXXX said it would hold our mortgage until the work was finished. Our loan was sold to freedom mortgage before the first payment was made. They never collected the subcontractor 's licenses/insurance information. {$140000.00} was paid out to the contractor ( XXXX XXXX XXXX XXXX ) and the work is nowhere near completed. A subcontractor ( XXXX XXXX XXXX XXXX, not a licensed plumber ) completed the plumbing work, and per a licensed plumber that came in confirmed everything needs to come out and be re-installed. everything they touched has to be redone correctly. we are now going through arbitration with the contractor, but I feel like the bank should have done a better job. I reached out to our HUD inspector multiple times and he never involved the bank. he advised me to just sign the checks so we didnt hold up the work. I am now paying a monthly mortgage on the full amount of the loan plus the additional money for the improvements. I have asked the bank if there was something we can do ( we were supposed to refinance after the work was completed, should have only taken 6 months ) we are going on 12 months. we can not afford this mortgage and I am trying to avoid foreclosure and ruining my credit.
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| 10/28/2020 |
Yes |
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Web |
Older American, Servicemember |
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I used my VA loan to purchase a house in XXXX and was using Freedom Mortgage. I decided to move to XXXX and found a realtor who wanted to assume my loan. After notifying XXXX of my intent to move to XXXX in XXXX and sending Freedom Mortgage the required form with the 3rd party information, I was told that they had him as the person to assume my loan and would send the required documents for us to fill out and then he would have the house and I would be released. We started this process in XXXX of this year and after NUMEROUS phone calls from myself and the realtor to get the required paperwork for the assumption - they never sent the documents. They kept telling me they did but they did not. I made SEVERAL calls to the supervisor as did the realtor and we both complained that our calls were never returned. Now I am in XXXX and am living in a hotel paid for by XXXX XXXX XXXX but will be XXXX as of this friday ( two days from now ) because the XXXX says the house is considered a asset so therefore I do not qualify for assistance and will have to live in my car. ( I am XXXX XXXX XXXX ) This company has been negligent in assisting me in resolving this issue and I need intervention ASAP. I hope you can do something to help me so I will not become a " casualty or statistic '' because of being a single female living in my car. I spoke to the realtor 2 days ago and he is still interested in assuming the loan if they will finish this process. PLEASE HELP!!!!! Thank you.
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| 11/12/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I am an existing customer with Freedom Mortgage with excellent credit and have never missed a payment. On XX/XX/XXXX I started a refinance process with them. For the past XXXX XXXX months I must have dealt with at least 8 different persons. I've sent them every document they have asked for 3 to 4 times over. On XX/XX/XXXX I was informed that everything was approved and to call and schedule a day and time for XXXX XXXX XXXX to sign the paper work. I scheduled an appt for noon on XX/XX/XXXX to do this. On XX/XX/XXXX I get an email saying that this appt has been cancelled and that I need to reschedule. I called Freedom Mortgage and set up a second appt for XX/XX/XXXX. Called the title company on XX/XX/XXXX to confirm the appt and was told that they do not have a record of this. Now both times we scheduled an appt a representative of Freedom Mortgage told me that a payment for XXXX and XXXX need not be made. My first payment would be on XX/XX/XXXX. Called Freedom and asked what was going on and could not get a straight answer from them. This morning XX/XX/XXXX I called Freedom and now I'm being told that if I do not make a payment by the XXXX I will be considered late. This is one of the worst companies I have had the displeasure of doing business with. I have worked hard and proud of my credit and I will not let them ruin that because the right hand does not know what the left hand is doing. I would greatly appreciate whatever help you can extend to me. Thank you.
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| 06/23/2020 |
Yes |
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- Trouble during payment process
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Web |
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In XXXX we were switched to Freedom Mortgage. We were in the middle of refinancing with our other company, but regardless Freedom acted clueless about what was going on. Once they realized we were refinancing we were instructed to make our trial payments and the paperwork for our final monthly payment would be finished up by their lawyers. So we made those payments and have waited and waited for our paperwork to disclose the new payments. Every week we call and no one can give an answer, their service people have taken all our payment info and then when they get to the final step it says they can't take a payment on this account due to refi. I even received a paper bill that no one can put a payment through for. Well, now it's XX/XX/XXXX and they still haven't done their job. We've been reported to the credit bureau as being 3 months past due on our mortgage, we are getting phone calls from the recovery dept asking when we are going to pay. It is incredibly infuriating. After months of absolute anarchy on their end, we FINALLY got their " supervisor '' XXXX to give us a call. He called at XXXX on a Monday night, incredibly inconsiderate and unprofessional. He put us on hold multiple times, once for almost ten minutes. Finally he claimed he could process our payments and when we were getting our checkbook he HUNG UP and when we called back " he had left for the day. '' Freedom has been giving us the run around while destroying our credit score for 6 long months.
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| 11/22/2023 |
Yes |
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- Trouble during payment process
- Fees charged
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Web |
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Dear Sir or Madam, I am writing to file a formal complaint against Freedom Mortgage concerning my FHA loan account XXXX. I have experienced significant and ongoing issues with this lender regarding improper insurance charges and misapplication of mortgage payments.
Upon the transfer of my FHA loan to Freedom Mortgage, the company added property insurance charges to my mortgage payments despite my existing coverage. After providing proof of insurance, I was advised by a Freedom Mortgage representative, XXXX ( Reference # XXXX ), to remit payment exclusive of the added insurance fees. Despite compliance and confirmation via certified mail ( Article XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ), the company continues to send notices claiming my payments are short, and my account statement as of XX/XX/2023, incorrectly shows an amount due of {$13000.00}.
I have attempted to resolve this issue directly with Freedom Mortgage to no avail. The responses and actions taken by the company have been inadequate and unsatisfactory, leading to undue stress and financial strain.
I am requesting the CFPB 's assistance in ensuring that Freedom Mortgage : Reimburses any overpayments I have made due to the erroneous insurance charges.
Applies my payments correctly as per the instructions given by their representative.
Adjusts my account to reflect the accurate balance after these corrections.
Provides a clear and detailed account statement post-correction.
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| 08/08/2022 |
Yes |
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- Incorrect information on your report
- Account information incorrect
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Web |
Older American, Servicemember |
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I have been trying since XX/XX/2022 to have XXXX, XXXX and XXXX reflect my mortgage term correctly at " 259 Months '' instead of incorrectly at " 264 Months ''. Each credit agency advised that they reflect what is reported by Freedom Mortgage, I contacted Freedom Mortgage and they issued a letter dated XXXX XX/XX/2022 that states they are reporting it correctly at " 259 Months ''. After disputing with XXXX, XXXX and XXXX while providing Freedom Mortgage 's letter of XXXX XX/XX/2022, it became clear that Freedom Mortgage was NOT reporting " 259 Months '' and was actually reporting " 264 Months ''. For XXXX, Freedom Mortgage incorrectly changed reporting from " 264 Months '' to " 22 Years. '' In Freedom Mortgage letter dated XXXX XX/XX/2022, they now contradict their XXXX XX/XX/2022 letter, still claiming to report accurately, but now reporting at " 22 Years ''. Freedom Mortgage states that the XXXX reporting guidelines dictate that mortgage terms should be in yearly values.
In my letter of XXXX XX/XX/2022, I set forth all the rationale why my term should be reported correctly and accurate at " 259 Months '' and advised that if Freedom Mortgage can not correct this I will file this matter with the appropriate jurisdiction.
Today, XXXX XX/XX/2022, I received a call from XXXX XXXX, Freedom Mortgage Escalation Specialist, who advised that Freedom Mortgage will not make any further changes and they stand by their XXXX XX/XX/2022 Freedom Mortgage Letter position.
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| 12/14/2020 |
Yes |
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- Struggling to pay mortgage
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Web |
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Freedom mortgage has misrepresented my account balance on my credit report, freedom mortgage has not updated my credit report with a paid in full and account closed status by the closing of the statement cycle for XX/XX/2020. Payment was made on XX/XX/2020. Previously, freedom mortgage inherited my account from a lender ( NJ Lender ) that paid me restitution for unethical practices during the origination of my loan. During my loan history, freedom mortgage charged me a total of {$3400.00} in miscellaneous fees for 'property inspection ' while I was applying for a forebearance and hardship deferment during the COVID pandemic ( XX/XX/2020 to present ). Also during this time the company referred my account to a third party called XXXX XXXX XXXX XXXX, who charged me an additional {$3100.00} in fees for " foreclosure fees ''. The {$3400.00} plus {$3100.00} totaling {$6500.00} was added onto my principal balance without a detailed description of each of the fees. This added {$6500.00} increased my payoff by $ XXXX or more between the months of XX/XX/2020 and XX/XX/2020. During this time I was advised that Freedom mortgage is a defendant in a class action suit in the State of NJ for unethically charging consumers property inspection and miscellaneous fees on their mortgage account. Which supports my claim above. From start to end, I have experienced unethical business practices by Freedom mortgage and its predecessors. As well as other mortgage consumers nationally.
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| 08/26/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Loan Servicing Issue : I have an insurance claim from Hail Damage to my home. Mortgage provider required numerous documents in order to approve a contractor so they may make the needed repairs. The required paperwork was submitted and received in XX/XX/2019 as confirmed by the website they use to upload the documents. I get a phone call claiming the paperwork was approved and they will issue a check addressed to me and the contractor. Two months go by and I make attempts to get a status to no avail. I finally get a phone call from a representative the w/o XX/XX/XXXX that confirms all the required paperwork was received ( again ) but they want a termination letter from the prior contractor that I didn't move forward ( zero costs incurred, I fired the contractor due to their inability to follow through with documentation on the work they WOULD be doing ) with and I terminated the agreement in writing, of which, they confirmed, in writing. I then, sent this termination correspondence to the lender and to-date ; don't have a reply.
Additionally, I have submitted written correspondence through the same website to document attempts to get a status. The delays have caused damage to the inside of the home because the roof is damaged from the hail and I can not get approval to begin repairs.
The negligence is significant on behalf of the lender - I will no longer stand by and allow them to manipulate a process they create and then simply ignore and abuse it.
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| 11/06/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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My property taxes were not paid and I received a tax delinquency notice from the Municipality of XXXX which assessed additional penalties and fees. I contacted my mortgage company who paid the taxes in full on XX/XX/2018 in the total amount due for the year {$1800.00}. I requested an escrow statement and received the same. I noticed that on XX/XX/2018 a tax payment of {$1200.00} was deducted from my escrow account. I spoke to my mortgage company who stated that the payment was made to Municipality of XXXX. I contacted the Municipality who stated they did not receive the payment and have no record of the check. I requested that Freedom Mortgage, my mortgage company send me a copy of the check to take to the Municipality so they can research. I was told a copy of the check would be sent to me via email by XX/XX/2018 and I also requested a copy be mailed to me. I have not received either as of today and when I contact my mortgage company, they keep stating that the check was sent to the Municipality of XXXX, but will not provide a copy. {$1200.00} is missing from my escrow account and my mortgage company will not give me a copy of the check or an explanation of where the money was sent. As of XX/XX/2018 I received a notice from Freedom Mortgage that I have an 'escrow ' shortage and they increased my payment by {$46.00} monthly to make up the shortage. I should not have an escrow shortage and want the {$1200.00} put back in my escrow account or returned to me.
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| 02/02/2023 |
Yes |
- Mortgage
- Other type of mortgage
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- Struggling to pay mortgage
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Web |
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During XX/XX/2022 I advised my mortgage company that I was unable to make payments since I was terminated from my employer and was advised I could have deferred payments for up to 12 months and was good to go. By XXXX Freedom Mortgage company purchased my mortgage from the previous provider and began to send me foreclosure statements. By XXXX the company had sent over a specialist to do an in-home foreclosure notice and the individual left my front door taped with a sign to deliver information to me. I was charged a foreclosure fee and inspection fee for this. I was then sent a foreclosure process letter. I reached out to the new mortgage company and was advised that they would be able to place me on hold only for them to remove the hold and charge another foreclosure fee once the Sc mortgage assistance program reached out to provide support in this matter. I have attempted to reach out to them several times and have been given the runaround. I believe that they are stealing government assistance and placing it on their books as expenses. As of today I have reached out to Freedom Mortgage and requested that the fees be returned and the payments are applied to my mortgage. I also have requested to speak with the CEO and have not gotten a response and it has been over 30 days. I reaching out in response to the RESPA act to inform you of possible fraud by said Mortgage company and to have assistance in having these fees overturned and placed on my mortgage.
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| 05/10/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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Our Mortgage was sold to Freedom Mortgage when we bought our new home. We originally signed on with XXXX XXXX XXXX. The transfer was a nightmare that included misinformation, payment dates, and payment amounts. Freedom dropped the ball in all aspects.
Then, Freedom Mortgage was late on paying our XXXX taxes. We called to let them know about this issue, we were told that they would handle the late fees incurred. When they got around to paying them ( a month later ), they paid twice and the late fees were charged to our Escrow account. After this payment they conducted an Escrow Analysis, discovered that our Escrow was far into the red. To balance this our Monthly mortgage payment was raised by {$340.00} so they can prevent this from happening in the future. We were in the red because of their double payment.
We called and notified Freedom Mortgage of the issue, they 're response was that the Escrow Department would look into it and it could take up to 45 days, beyond the date of when the new payment was due. When we inquired about this we were told that if we skipped the increased payment ( which was due to their incompetence ) that we would be charged a late fee and it would negatively affect our credit score, or worse. It was advised that we pay the increased rate until they get the issue worked out on their end.
So as a consumer, I am to pay for the issues that they caused until they work towards a " resolution ''. This is completely unacceptable.
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| 08/15/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Freedom Mortgage acquired my mortgage loan over a year ago from my previous lender and they failed to pay my hazard insurance despite my faithfully made mortgage payments. My taxes and insurance are impounded from my mortgage. I have had the same hazard insurance for the past three years with two different lenders and had never encountered an issue or non payment until Freedom Mortgage assumed my loan. My hazard insurance policy is now cancelled due to non-payment, despite me informing Freedom Mortgage that they failed to pay it and it was on the verge of cancellation. I have made contact with Freedom Mortgage telephonically 5 times about this issue and each time I spend almost an hour on the phone with them and did not come to a resolution. They informed me that I needed to purchase another hazard insurance or they would purchase one for me at a higher cost, with less coverage than I had before. I have been without hazard insurance for over a month now and supervisor XXXX advised me that Freedom Mortgage secure insurance through their own company and I'm starting to see a pattern here because apparently this happens a lot with this lender. My previously canceled hazard insurance would not accept my business again due to Freedom Mortgage 's incompetence in paying my premiums in accordance with regulations and law. I should not have to pay more than I was paying for due to their negligence, nor should I be subjected to less coverage than I previously had.
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| 04/01/2021 |
Yes |
- Mortgage
- Other type of mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I was approached by XXXX XXXX for a free refi on my mortgage which was recently sold to them by XXXX XXXX XXXX ( see below ). The XXXX rep would not provide the details, terms, or disclosure for the offer unless I applied and they could run my credit. Then once I started the process, I was told that as a self-employed applicant that I had to have a median credit score of XXXX ; my scores allegedly being " XXXX '' ( the representative would not provide proof, self pulled scores were higher ), and that they would be declining my application.
The idea that XXXX would offer a lower rate to check the credit of their newly transferred customers is a scam.
My representative was XXXX XXXX Senior Loan Officer NMLS # XXXX XXXX XXXX # XXXX " Welcome to the Freedom Mortgage Family! Recently you received a notice that XXXX XXXX XXXX XXXX, a fully-owned subsidiary of Freedom Mortgage, began servicing your loan. This will not have any impact to your loan number, rate, term, balance or payment method.
SAVINGS OPPORTUNITY LOWER YOUR RATE Based on an initial review of your account, we can lower your rate and monthly mortgage payment.
Benefits Include : * Zero lender fees * Lower rate and monthly payment * No appraisal required in most cases * Keep your current remaining term Don't delay as rates can change at any time Lock in your new lower rate today and get started on lowering your monthly payment!
Reservation # XXXX Phone Icon Call XXXX or visit us online! ''
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| 11/29/2016 |
Yes |
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- Loan modification,collection,foreclosure
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Web |
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I have been working on a modification with my current lender Freedom Mortgage since XXXX/XXXX/16, the file was deemed complete on XXXX. Every week that I call Freedom Mortgage they provide a different dates it was deemed complete until I read them the previous weeks notes and then they confirm I was correct would be the first problem. The start of the problem is according to the Lender the file goes to underwriting to see if they have all documents and then the file gets assigned to a single point of contact after they decide to deem the file complete which according to the weekly calls was completed on XXXX/XXXX/16 as I mentioned earlier. I was informed that the file would have a decision on XXXX/XXXX/16 and assigned, I called today and the file is not assigned and there was no decision on the XXXX of XXXX nor today which is now the XXXX and we are 40 days from when the file was deemed complete. The representative that I spoke to today stated that the 30 days for underwriting does n't apply to Freedom Mortgage because they can go up to 45 days. According the the CFPB guidelines the lender is to send a notice to all clients stating that the file is completed and the 30 days starts then, no letter has been sent nor received and Freedom Mortgage is not in compliance.
I will not let Freedom Mortgage victimize me and take away my rights as a consumer when guidelines have been placed for all services to comply to ensure proper procedures are being followed.
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| 04/11/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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I paid off my mortgage with Freedom Mortgage Corporation ( XXXX XXXX XXXX ) on XX/XX/2023. The company confirmed that they received the payment on XX/XX/2023 and that the payoff amount included interest through XX/XX/2023. They also confirmed that they were charging interest on the mortgage at the rate of {$17.00} per day. Since I paid off the mortgage on XX/XX/2023, I am owed a refund of four days interest for a total of {$71.00}. I called their customer service department on XX/XX/XXXX to request a refund of the excess interest paid. The person I spoke to told me they did not issue refunds of interest after the mortgage payoff amount had been received.
I then spoke to my real estate agent who handled the transaction. She confirmed that I was owed a refund of four days interest and that all mortgage companies refund excess interest charges after the payoff amount has been received. I then called their customer service department again and spoke to a different person who confirmed the above details of the transaction and said he would put a note in my file requesting a refund.
However, I just received a letter dated XX/XX/2023 from their XXXX XXXX XXXX ( XXXX # XXXX ) stating that my account has been closed, with no mention of my request for a refund of the excess interest charged.
I am requesting that Freedom Mortgage Company return the excess interest they charged in the amount of {$71.00}, as is standard practice with all other mortgage companies.
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| 02/11/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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Freedom Mortgage has been negligent of their responsibilities of handling my loan ; due to Covid-19 restrictions, we opted into the Covid-19 forbearance until we could establish financial options back in XXXX of 2021. In XXXX of 2021, we contacted freedom mortgage to re-establish payment and opt into the VA partial claim loanXXXX Freedom Mortgage sent us documents about the VA Partial Claim Loan in XXXX. However, the documents were not reflecting a modification to our escrow, as I am exempt from paying NJ state property tax as I am 100 % VA XXXX. Upon speaking to a Customer Service representative with Freedom Mortgage, I was advised not to sign the documents, the Freedom Mortgage Associate would request new documents. Each week following, I contacted Freedom Mortgage requesting new documents each time ; Ive been on hold for over an hour given a generic statement that the papers are being prepared. Additionally, each time Ive been given the run-around, those papers are under review and being prepared to be sent out. Freedom would further state, there is an issue with the escrow, and countless other excuses. It has been XXXX months since requesting documents, and the problem hasnt been resolved. My wife and I feel emotional distress from this as we have witnessed people driving past our house taking photos, and our neighbors have reported this to us and provided Plate numbers. Upon researching it, I have discovered this is a tactic from mortgage lenders.
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| 03/18/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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i refinanced my home in XXXX XXXX the original lender paid my winter tax bill of XXXX.
my loan was sold to freedom mortagage, who also paid my winter taxes of XXXX. this caused me to have a negative escrow balance an escrow analysis that i was made aware of stated that i needed to pay an additional {$1000.00} to cover the shortage.
escrow analysis showed that my summer and winter tax bills will both be paid in XXXX, which would cause a negative balance for part of the year. this is not correct.
at the end of the year, after both tax payments and insurance, my escrow would still have a postive balance of {$560.00}, per their analysis.
if my analysis considered correct payment of my taxes, the account would never be negative.
i contacted freedom mortage on XX/XX/XXXX at XXXX XXXX. they indicated that the escrow analysis did not consider the incorrect payment of the winter taxes, and that they would reanalyze it considering the refunded {$1400.00}. they indicated that i would be notified when this was completed. as of this complaint, i have not received any notice from freedom mortgage.
i again called freedom mortage on XX/XX/20. customer service failed to explain to me why i was requested to pay an additional {$1000.00} despite no substantial changes in amount due and transferred me to the tax department. tax department was not able to assist and transferred me back to customer service after more than 60 minutes already invested into the call.
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| 02/16/2017 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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Our Private Mortgage Insurance Disclosure form signed at closing ( in 2014 ) states that we can request to have our PMI cancelled once the principal balance of our loan reaches 80 % of the original value of the property. We have paid the loan down to 80 % and met all the other conditions listed on our disclosure form ( except getting a new appraisal, but plan to ). However, Freedom Mortgage sent us a letter stating the following, " A Loan-To- Original-Value ratio of 80 % or less ( original value is considered the lesser of purchase price or original appraisal ) and a current property value at least equal to the original property value. A new appraisal demonstrates a Loan-To-Current-Value ratio of 75 % or less for loans aged between two and five years. '' When I called to speak with someone about this letter and how my PMI disclosure does not mention any criteria on age of loan or 75 % LTV ratio, but instead says that I can make the request to have it removed at 80 % as long as the home value has not decreased or automatic termination of PMI at 78 %, they informed me that the rule is 75 % since we have only been in our loan for 2.5 years. I have called Freedom Mortgage several times to get clarification/resolution on this letter and every representative just reads the letter and repeats it to me. I have also asked for a manager/supervisor to review my closing documents and call me back so that I can get PMI removed but have yet to hear back from anyone.
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| 06/02/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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On XX/XX/2021 I was approved for a COVID Relief Mortage Modification, but it required my ex-wife to sign the documents. Because I had an injunction against her that was not possible, so I explained that to the bank rep, and they requested I provide my final divorce decree, so I did.
Next, they requested I have my ex-wife sign a quit claim deed. However, the County Comptroller informed me that the recorded deed did not have my ex-wife listed, so a quit claim was not required. That was explained to the bank rep and a supervisor, but they insisted they had a deed with her name listed, so I requested a copy of the document and received the " Mortgage '' instrument, which was also recorded with the County Comptroller, but the comptroller explained that was not the deed, but a security instrument on the banks behalf that only they can modify. That was explained to the bank rep, but they insisted I had to submit a quit claim deed. I further explained to the bank that the final divorce decree states it may be used in lieu of my ex-wife 's signature to modify the mortgage because she failed to comply with the judge 's order to sign the document. The bank rep notated the account and informed me it was going to be reviewed by their underwriting department.
Those events spanned approximately 5 months before I received yet another letter requesting a quit claim. I did not know what else to do and my account changed from " Loss Mitigation '' back to delinquent.
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| 10/25/2022 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
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I received my prequalifying from Freedom Mortgage for {$500000.00}. We found a house and submitted the contract to Freedom Mortgage on XX/XX/2022. I did not receive any guidance or information until XX/XX/2022, after I sent an email asking if they needed anything from me. They sent me a loan disclosure and I immediately asked if the closing cost could be adjusted. They came back and said yes and they would send me the new loan disclosure. I got the new disclosure and found that the closing costs went up almost {$5000.00} versus my request to lower it {$5000.00}. At this point, I sent multiple emails throughout the next two weeks with no response. I called and left multiple messages with no response. The house was suppose to be closed on XX/XX/2022. Finally, on XX/XX/2022, the lender finally contacted me and said they are working it. On XX/XX/2022, they said they could not lower the closing costs. On XX/XX/2022, I find out the loan was not even approved and they said they were working it and I received no information after this. XX/XX/2022 came and gone and I lost all my escrow. I still to this date, XX/XX/2022, have received XXXX communication from them. They also did not provide the needed information to the title officer during this process. They set on the VA appraisal for over a week and I received it the week prior to closing. So, we lost the house and the escrow due to Freedom Mortgage not upholding their responsibilities as a mortgage company.
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| 10/06/2023 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
- Delays in the application process
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Web |
Servicemember |
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I applied for an assumption for our mortgage in XX/XX/2023, ( at this time they verified my mortgage was assumable and assured me that it would not take longer than 90 days for the entire process ). The mortgage company verified that they received my documents on XX/XX/2023. Since then, I have attempted to contact the company. The first time I called, they verified that they received documents and we should get the next step of the process within 7-14 days. Once that time had passed I, again, attempted to follow up. This time the customer service Rep said they would put a ticket in for the assumption dept to call me back within a week. After 2 more weeks, I followed up and they refused to escalate the ticket and refused to allow me to be transferred to the assumption dept or to talk to a customer service supervisor. Since then, I have followed up regularly with the same responses of pushing a ticket to be called back, and to give it more time. The last time I spoke with a customer service rep she even said that it was ridiculous that I haven't received any further communication or follow up from the assumption dept. Customer service said there is nothing else that they nor I can do to move this along any further.
I feel as though Freedom Mortgage is breaching our mortgage agreement. I also feel as though they are breaching our verbal contract that the process would be completed within 90 days. They are not allowing us to have our mortgage assumed.
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| 10/14/2019 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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My brother has a loan through Freedom Mortgage on a VA type loan- he has recently passed away and when I took over as executor of his estate, and tried to work with Freedom Mortgage to resolve his loan, and be able to receive mailings and correspondence, I was ignored, and no mailing ever went to me, or phone calls to me regarding his loan with Freedom Mortgage. When I found out about the home being foreclosed on, and was never once mailed a letter or had a phone call, I was in total shock. I called Freedom Mortgage immediately, and was told they sent his mail to a PO Box that he was using prior to his death. When I asked why NONE of his mail was being sent to me as requested, I was told, the address they sent it to was the one on file. Despite my requests to have all mail and correspondence sent to me.
The hose is now in process of being sold, as we have lost hope in keeping the property. Now the mortgage company will not give the title company a payout amount to resolve the title. The mortgage company has done everything they can to foreclose on this home, and has made no effort, or action to work with me in any manner to resolve the loan, or allow the title company to resolve the payout amount.
The mortgage company has- Death Certificate of my brother, my ID, court documents with me as executor, and the my address to where to send mailing, and still never once contacted me regarding his account. Who were they working with on this foreclosure?
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| 12/09/2021 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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Good Morning, We filed a forbearance last XXXX when XXXX hit because I had lost my job then my husband and I needed the forbearance in XXXX and had partial claim from XXXX to XXXX which was paid. We signed documents with a notary and everything was approved. I was told loss mitigation would have my account updated no later then XX/XX/XXXX. Well thats not the case and I have called in over a 100 times and they are now telling me all different stories and that my partial claim was never approved due to my notary not having a seal, then it was because my husband scratched out the date, and so on. They are now saying that I will never have my account updated even if we resign the necessary documents until we pay another 10,000 because we now we arent in a partial claim because they dropped ball but are blaming us.
We have been in the middle of refinance with XXXX since XXXX to have a conventional loan and can not move forward all because freedoms payoff quote they are sending is reflecting the payment for the next month is due XX/XX/2021.
I really need some help with this case ASAP. I have filed numerous complaints with Freedom mortgage and the CEO and have heard nothing back.
I have also been in contact with XXXX explaining the whole situation and also do not understand if the payoff is the exact amount and is correct even though the date doesnt reflect this month why they can not just move forward.
Im hoping someone can please help us ASAP
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| 09/07/2021 |
Yes |
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- Trouble during payment process
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Web |
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Closed on my home in XXXX. Prior to closing I was advised I needed to purchase flood insurance. I called around for prices, FEMA policy was almost XXXX dollars. I was not going to purchase my home due to this amount. I found cheaper flood insurance through a private flood carrier. Closed on the home. In XXXX of XXXX I completed a streamline refinance, everything went well no changes except my APR. fast forward to approx a month ago I receive a letter from my mortgage company advising my current flood policy is not acceptable and I will need to find NFIP insurance ( FEMA ) prior to XX/XX/XXXX or I will have forced insurance selected by the mortgage company. After back and forth with plenty of supervisors and reps the end result was this is an FHA requirement and it was an error that should have been found at my initial closing, each year after and at the refinance. This error by everyone involved will cost be more yearly and monthly as the policy is a XXXX XXXX more. I have received conflicting information from each representative I spoke with. Every time I speak to someone I receive a different answer as to why I received this letter.
I want a email documented as to how this policy was acceptable since the purchase of my home in XXXX and all the way to XXXX. There was no change to FHA requirements recently which explains why a MANAGER advised me this was an error on everyone who was involved. Which I want emailed to me and have yet to receive.
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| 10/01/2019 |
Yes |
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- Struggling to pay mortgage
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Web |
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On XX/XX/2019 I received notice that my loan was in active foreclosure. I called into Freedom Mortgage to discuss the options and was advised to contact the foreclosure attorney once a reinstatement amount has been determine. I didn't understand how I was in foreclosure when there was a large payment that was sent in on XX/XX/2019 for XXXX. The representative explained to me that the funds sent was not enough to make a full payment and the funds remained in " suspense ''. " When the loan was referred to foreclosure, the funds are allocated as Freedom Mortgages sees fit, which was to escrow ''. I was confused since our monthly payment was elevated due to escrow shortage to begin with. I was not aware a company can move funds around without the consent of the consumer. I feel as though Freedom Mortgage purposely moved funds to escrow which expedited the foreclosure process. I talked to a supervisor in collections ( XXXX XXXX ID # ) and explained my situation and ask that funds be moved to reduce the outstanding balance, he apologized but was unable to assist. The supervisor said the foreclosure department makes the decision and agree that I contact CFPB to address my issue.
I would like for freedom mortgage to move my funds to reduce the outstanding amount I owe in payments. The funds sent was never intended for escrow and it's not contractually stated the mortgage company can dictate how funds are applied regardless of the status of my account
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| 10/25/2023 |
Yes |
|
- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
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Web |
Servicemember |
|
VA Assumed Mortgage We assumed the mortgage XX/XX/XXXX and had no issues with our online access, managing our information, or making payments.
XX/XX/XXXX Freedom Mortgage took away our online account access telling us they can not properly secure our information online due to our loan be an assumption.
We need online access to verify our account information. During our time with Freedom Mortgage, they have mailed our private information to the previous home owners without our consent. This included all of our financial information, XXXX 's, XXXX 's, back account information, everything we used to apply for the loan assumption. They have accused us being negative {$12000.00} in our escrow when it was current. Our home owners insurance information has been lost and they attempted to force a separate company on us at an absurd rate. We have been accused of being two months behind on our mortgage when we have been always remained ahead on our payments. Most bothersome, is they reported inaccurate information to the credit bureaus.
All of these issues, except for the online access has been corrected, however, it took getting the State of Texas involved to do so. As of today, they have no answer for the online access being restored for our account. We need this access to allow us to keep up with our mortgage information. With some many errors in the past it is needed to catch an error before they really do financial harm that can not be correct.
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| 06/21/2022 |
Yes |
|
- Trouble during payment process
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Web |
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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.
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| 01/06/2017 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Credit decision / Underwriting
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Web |
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I have been a Freedom Mortgage customer since I purchased my home in XXXX XXXX. In XXXX XXXX I decided to refinance my loan, but the entire process has been extremely frustrating and unsatisfying, particularly with a Freedom Mortgage employee, XXXX XXXX. XXXX XXXX demonstrated appalling disregard and unprofessionalism. Emails between XXXX XXXX and I illustrate how I have been proactive in this process to provide the necessary documents needed. Yet, XXXX XXXX has neglected my information resulting in me receiving an email from XXXX XXXX, that my loan would be withdrawn due to " non-responsive customer. '' When I 've attempted to contact XXXX XXXX numerous times via emails and phone calls, I received no response. Then, my account was then conveniently transferred to XXXX XXXX ( the 3rd loan officer/processor to have my account since XXXX XXXX ). XXXX XXXX informed me on XXXX XXXX, XXXX she would look into the matter. On XXXX XXXX, XXXX when I was unable to reach XXXX XXXX, I spoke to her team leader, XXXX XXXX XXXX who also stated he would be looking into the matter and get back to me. When I did not hear back from XXXX XXXX, I spoke to his manager, XXXX XXXX XXXX. As I write this letter, I 'm still waiting. Although I remain hopeful that this matter could be successfully resolved, due to the high level of disregard I received the refinancing of my loan is at jeopardy. I need somebody to help me with the lack of communication with this company.
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| 09/22/2015 |
Yes |
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- Loan modification,collection,foreclosure
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Web |
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Homeowner is currently 3 months behind on its Mortgage. Homeowner situation is of a temporary nature. Homeowner is ready and willing to commence payments. Servicer refuses to consider a request for a partial claim, forbearance or other workout solution. Homeowner believes there is a simple fix to this servicer made complex issue. A payment plan that will bring homeowner to a current position will resolve issue.
Homeowner is placing Freedom Mortgage on notice, that I am " putting the world on notice '' of the security interest in order to make the secured parties ' rights fully enforceable is known as " perfection. " Secured Party Creditor, which is the Homeowner and will be referred to Homeowner herein after, has the right to Exercise Judicial Enforcement and request damages for the trespass against the Debtor Property, which is exempt from levy and in accord to XXXX Statement # XXXX 2015 XXXX. The Secure Party is the rightful holder in due course. Secure Party has a superior lien against the property in question and is above all others who profess to have an interest. Any attempt to commence a foreclosure proceeding will be consider a commercial injury and will be subject to the collateral value stated in the XXXX XXXX XXXX stated herein.
A workout solution would be beneficial to all parties. If a workout solution is not met, the Homeowner will exercise its rights under XXXX XXXX accordingly.
The Homeowner desires a workout solution.
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| 03/24/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
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On about XX/XX/XXXX I mailed my payment to Freedom Mortgage. Around the same time I had received a notice my loan was being transferred to XXXX XXXX but the payment had already been sent. On XX/XX/XXXX I noticed the check had not been cashed. I called Freedom and was told the check would be returned to me and that I needed to call XXXX XXXX and make the XXXX payment there so I did. I then noticed on XX/XX/XXXX the check to freedom mtg had been cashed so I thought it would be transferred to XXXX XXXX for the XXXX payment. I called rocket mtg and they said payment for XXXX was due. I went ahead and made the XXXX payment with rocket mtg and then called freedom to find out what they did with the funds. They say we did not receive a check from you. I said yes you did and you cashed it. It has the stamp and title of the person in accounting that cashed it. The person said oh we have no record but that person does work here. I asked to speak to a manager, we went around again with the same answer. He said he filed a report and someone would call me in a day or two. This was on XXXX. Today is XX/XX/XXXX. Nobody has called me. I just called them again and went over the same thing. I was told to file a dispute and fax in a copy of the check they cashed. I dont have a fax but will get to XXXX since they wont allow an email. They have had my check almost 60 days and should have returned it or cashed it and transferred the payment to the new servicer.
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| 10/17/2019 |
Yes |
|
- Struggling to pay mortgage
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|
Web |
Servicemember |
|
As of XX/XX/2019, I have been trying to work with my mortgage company on extending my deferment for the past several months. I gave them my military extension ( amended ) orders and requested to extend my deferment in a timely manner. Ive also provided them a copy of the new California Amendment with an effective date of XX/XX/2019, which doesnt require to get a JAG Court Order but they keep beating on my head that I do. I told them numerous times that this new amendment covers 180 days within a 365-day period. I have been on XXXX XXXX for two years without a break in service. I am also waiting for another military extension ( amended ) orders to continue my medical care and treatment for my injuries I suffered in the XXXX XXXX. All I am asking them is to please extend my deferent for six more months not the entire duration of my current XXXX XXXX. I have also requested numerous times for them to provide me via email or mail what they need so I can give the information to the JAGs Office but I keep getting the same phone conversation that they cant. I finally contacted JAG for assistance. The JAGs Office and I placed a three-way phone conversation to the mortgage company but to no avail he couldnt convince them that the JAG Court Order doesnt exist for what I am requesting. Now, I am here filing a complaint. Please help me resolve this matter. Hopefully with your help, I am granted the additional six-month deferment I have been requesting.
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| 02/24/2023 |
Yes |
|
- Struggling to pay mortgage
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|
Web |
Older American |
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I have been struggling financially for about a year now and my mortgage company offered to put in a forbearance program that would suspend my mortgage payments for 6 months with further consideration after the 6 month period is over. They said they don't report late payments to the credit bureaus during the 6 month forbearance period and I can either make a payment or not. Its meant to give me some time to get back on my feet.
However, they have been sending me letters that my payments are missed and that I owe them 2 months of mortgage payments. They even sent registered letters. I have called the customer service people 3 times and they assure me that the paperwork sent to me is a formality, however, I'm not so sure. It looks like on paper that they are setting up a case for foreclosing on my home while claiming over the phone that I can miss payments while claiming on paper that I'm in default. Its very confusing and I feel like I'm being set up to lose my home and they are misleading me intentionally. I don't know what to do. I can't make up the two back payments in one lump sum right now and I'm worried that they are preparing to foreclose while telling me everything is still ok. It looks like my only option is to sell my home but in Colorado, there's nowhere to go. My mortgage payment is lower than the average rent for an apartment and I can't qualify to buy a home because I'm priced out of the market. Is there anything you can do?
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| 10/04/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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To whom it may concern I have my escrow account with my mortgage provider. In XXXX, Freedom mortgage purchased my mortgage and assumed all responsibilities. Freedom mortgage failed to pay my flood insurance, at a cost of {$690.00}. The company then failed to notify me, call or email me, or send the payment so I can make it. As a result, my flood insurance has expired and I had to find out right before hurricane Ian hit. As of now, the 2 insurance quotes I have are {$1800.00} through XXXX ( previous insurer ) and {$1400.00} through XXXX, which is more than double my premium.
This is completely Freedoms fault since they hold a fully funded escrow account and failed to make the payment. Therefore, I am seeking the following relief : 1 ) Freedom mortgage to purchase my flood insurance, as is its responsibility. Any increase in quote above {$690.00} will be paid by them.
And 2 ) Future increases of more than 20 % will be handled by the mortgage company, even if mortgage is sold to a different company. The responsibility will transfer.
Or 3 ) Refund me the charge for Escrow ( at closing ) and send me back my account and Ill handle mu finances.
And 4 ) Refund me all the months that Freedom left me exposed.
Freedom has grossly mishandled my situation, failed to reasonably inform me back in XXXX ( I could have paid {$690.00} ) and continues to not be responsible. They need to be held accountable for their lack of action.
Thank you XXXX
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| 08/05/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
Servicemember |
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Freedom Mortgage Corporation XXXX XXXX ) purchased our non-XXXX XXXX XXXX XXXX from XXXX XXXX XXXX XXXX XXXX XXXX. Sometime after the Corporations purchase ; without our knowledge or consent, the Corporation added XXXX XXXX XXXX XXXX XXXX ) to our loan, and listed it as XXXX XXXX XXXX loan. Our prior loan was specifically refinanced to remove the XXXX. Upon the Corporations purchase of the loan ( late XXXX ), the fair market value of the home was between $ XXXX $ XXXX ; and the remaining balance on the loan was less than $ XXXX. Those numbers show a Loan to Value ( LTV ) of 50 % - 45 %. Had the prior loan been a XXXX loan, this does NOT automatically make the current loan a XXXX loan as the LTV is well below the required threshold for automatic removal. Freedom Mortgage Corporation without consulting or notifying the buyer, negligently added the XXXX ( $ XXXX ). Additionally, the Corporation has based their additional escrow holding utilizing the XXXX in their calculations to an additional sum of {$300.00} ; in which it has raised the monthly mortgage payment an additional {$100.00}. We have called Freedom Mortgage twice on this matter and have been bounced back and forth between customer service to insurance and back to customer service ; however, no one will assist. We sent a letter ( USPS tracked ) dated XX/XX/XXXX which was received by Freedom Mortgage on XX/XX/XXXX @ XXXX ; however, again, Freedom Mortgage has ignored this also.
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| 08/13/2019 |
Yes |
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- Trouble during payment process
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Web |
Older American, Servicemember |
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My mortgage company is freedom mortgage now for the third year in a row my house payment went up and it is there fault. I called them the XX/XX/XXXX and asked them why my house payment went up again, at first I was told that my home has to be in compliance with state and city ordinances, I told them my house is only 5 years old. Then I was told my property tax or insurance hasn't gone up, but he said they did an escrow analysis and I was XXXX dollars in the hole. I asked them how did I get in the hole and was told we didn't take enough money out for your property tax, I explained to them I didn't receive anything about my taxes going up. So now they up my house payment again now its over a thousand dollars I started out at XXXX now I am over a 1000 dollars. This is my mortgage company aren't they suppose to know what my taxes and insurance is, and I have sent a copy of my circuit breaker for taxes 3 times and there telling me to send it again. I have never had a house payment change for three years in a row. I feel this is there error not mine but now I have to suffer with a raise again in my house payment well good luck freedom mortgage your getting the same payment we cant afford XXXX a month as were both on XXXX social security. Something has to be done to stop this mortgage company from raising my house payment every year. We also on the Property Tax Reduction for the last 3 yrs, which we have sent to freedom Mortgage several times.
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| 10/23/2015 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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I signed up for a load and this loan was transferred to Freedom Mortgage in XXXX 2015.
Freedom MortgageXXXX.XXXX XXXX, IN XXXX have made over the course of the loan 12 additional principal-only payments of which only 2 had been applied correctly at the first time. All other payments were distributed as additional regular payments, splitting them intoRegular principalInterestEscrow for TaxEscrow for Insuranceonly the remaining amount was added as additional principal payment. After I noticed this the first time I was calling Freedom Mortgage to get this fixed and ask to ensure that this will not happen again. Now, 11 payments later, the issue became even worst as they now splitted the payment into 2 times a regular payment, and only applied the remainder as additional principal.
Every single time I had to call and had to have the payments being adjusted.
My complaint is regarding the practice used. It seems to me that they are collecting on the overpaid escrow amounts interest until the customer realizes the wrong distribution. Given my loan being not that large, extrapolated across XXXX ( if not XXXX ) customers, the money embezzled from either the customer or the banks ( how ever one looks at it ) amounts to a considerable amount.
Based on my experience with Freedom Mortgage it seems to be done on purpose to extract as much money from each customer as possible.
I for my part are not willing to provide loans to my mortgage company.
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| 12/03/2020 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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I fell about XXXX payments behind in earlier XXXX. I was offered a loan repayment option to catch up over the next 4 months leading up to XX/XX/XXXX. In XX/XX/XXXX upon making a payment, the option online was not available, which lead me to call the mortgage company. They explained that I was to return some document that I never received and then provided me a loss mitigation application packet, in which was not received until 2 months later. Once received, the mortgage company began to ask for additional documents that were not part of the requested documents. Additional documents were sent once they were available ( taxes for XXXX & XXXX ), but then the mortgage company requested to resend the loss mitigation packet, additional documents ( such as pay stubs, bank statements ) claiming they were expired and/or outside of their timeline to complete the application. Again, this has been going on since XX/XX/XXXX and here it is XX/XX/XXXX and they are still asking for me to resend documents that they already have. I have been patient, but I am beyond aggravated with the process and the mortgage company! As a XXXX, I can only imagine how many other people, ( Veterans and/or Civilians ) that this company is taking advantage of. This has seriously affected me and my wife 's credit score ( no payment has been made in over 12 months due to lack of this company 's standard process. Please help me! This company should not be servicing our XXXX!
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| 08/05/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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In XXXX of XXXX my husband and I went into forbearance due to COVID related issues. My husband stopped working so that he could stay home with my oldest child when he wasnt able to go to school. In XXXX of XXXX we came out of the forbearance and started a load modification process with the lender. We have a VA loan with freedom mortgage as our loan servicer. We were approved for a loan modification pending three trial payments of a fixed amount. At the end of this trial period I received a letter stating that we had not been approved for the load modification because we had not made all our payments on time. We in fact, did make all our payments on time, and now, month to month we keep getting a run around on what is happening next with our loan. Every month when I call into speak with someone regarding the monthly payment, or the loan modification, I sit on hold for nearly an hour at a time and wait for the representative to read through all the notes, to then escalate the problem to someone else. This has been on-going since XXXX XXXX, as I started making my trial payments XXXX XXXX, XXXX. Ever since then, no one has any idea what is going on with my loan, and it just keeps getting escalated. The reason this is really becoming an issue is that we are now trying to refinance our home with a new lender, but we are stuck because we have to have made 6 payments after doing a loan modification and it seems like we cant even get into one.
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| 04/08/2019 |
Yes |
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- Struggling to pay mortgage
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Web |
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I submitted a Mortgage Modification to Freedom Mortgage in XX/XX/XXXX-XX/XX/XXXX ( Can't remember specific date ). During that time I also was working with a realtor to sell my home instead of it going into foreclosure. I called Freedom mortgage to advise of my house being on the market to sell and continued to keep them informed on the process. In XX/XX/XXXX I called Freedom mortgage again to advise them that I had a buyer and due to close at the end of XX/XX/XXXX and the agreed selling price was XXXX which would've paid off my loan of {$10000.00} in additional to the {$45000.00} I was behind. The title company had been working on the closing since XX/XX/XXXX and paperwork was finished as of XX/XX/XXXX. We were now set to close in the beginning of XX/XX/XXXX in which I again advised Freedom Mortgage. In the interim I received a letter from Freedom Mortgage dated XX/XX/XXXX and dated XX/XX/XXXX by the post office. The letter stated the review of my hardship assistance was completed but unfortunately they were unable to approve the request due to insufficient time to review. The Foreclosure date was XX/XX/XXXX.
Again, I kept Freedom Mortgage in the know of the whole selling process. Due to the foreclosure I lost a gain of {$40000.00} and now the Foreclosure is on my credit. I continued to keep Freedom Mortgage in the loop at all times during the sale process. I want to be compensated and the Foreclosure taken off of my credit report.
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| 10/23/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Freedom Mortgage is the servicer of three of my mortgages. They frequently send mail solicitations via USPS promoting refinancing and pther loan products. Often these solicitation include details of my personal finances including my existing loan balance and cash out availability. Due to concerns for my privacy should the mail be misdirected not to mention the pure nusance of so many comminucations, on XX/XX/2018 I contacted Freedom Mortgage via email to request that they discontinue sending mail solicitations and any other correspondence other than that which is necessary and required to service my existing mortgage loan. I received a mail correspondence from Freedom on XX/XX/XXXX acknowledging my requesting and indicatng that my privacy settings had been changed on al three accounts. However, these unsolicited and private financial information continues to be sent to my home ( letters were received on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XXXX and XX/XX/XXXX ). I have communicated with a Ms. XXXX XXXX, a representative of Freedom Mortgage with the assistance of the New Jersey XXXX. However, Ms XXXX has been unsuccessful in addressing my concern and insists that that they not coming from Freedom Mortgage. The attached photos from a soclitation postmarked XX/XX/2018 proves that indeed the letters are coming from Freedom Mortgage and financial information regarding my loan is clearly visible through the address window of the envelope.
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| 07/02/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Freedom Mortgage is our current mortgage holder. We recently were interested in purchasing a new home and when we contacted Freedom about preapproval for a new loan we were denied on the basis that we had multiple late payments. Certain this was simply false, we have gone back into our online bank account and provided them proof that these said and recorded late payments were indeed not paid late or delinquent. And, in months where we have made 2 mortgage payments only one has been recorded on our payment history per Freedom Mortgage. The other payment is nonexistent in their account of our payment history. They refuse to accept our bank account documents, which they requested for proof, showing that this money has indeed been removed from our account as proof and continue to refer to their records stating we are indeed delinquent. This has not only tainted our credit scores but it has cost us thousands of dollars. Our home owners and auto insurance have doubled in the 2.5 years that they have started inaccurately recording us as delinquent to credit reporting agencies. We are looking for help to get our credit history correctly reported and recoup the thousands of dollars it has cost us. We are happy to provide you with our private bank statements if necessary to help you to appreciate our prompt and appropriate payment history. Freedom Mortgage has been provided these said documents at their request prior to our contacting you.
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| 11/05/2020 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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Freedom Mortgage took over my acct in XXXX. Prior to XXXX my acct was in good standing. Freedom Mortgage repeatedly placed my payments in unapplied funding acct. Even though the banks confirmed the money had been taken out by the XXXX XXXX refuted the claim and placed me in foreclosure. I have recieve asst from keep your home california {$27000.00} in XX/XX/XXXX. Freedom Mortgage XX/XX/XXXX took {$25000.00} out of my XXXX XXXX XXXX XXXX Acct. Not authorized. They credit themselves the money. Took XXXX monies. Stated I owed all the monies XXXX just gave them. Stated I owed, them XX/XX/XXXX - XX/XX/XXXX. When asked about the XXXX XXXX they stated, that amount did not exist nor the Source. And the only monies they saw was the XXXX they credit themselves out my Personal Credit union acct. I a Loss Mitigation package XX/XX/XXXX. Paid {$2500.00} for 3 months. I Completed loss Mitigation package Trial payments. I notice that Freedom Mortgage had stated I owed XXXX. I notified my attorney XXXX of the discrepancies. He replied, I did my Job you just need to sign the papers. And to make my Payments. I was informed by Freedom of a Surplus of {$2400.00} and {$500.00} that was in unnapplied fundings. I was instructed to pay {$1500.00} XX/XX/XXXX. And Freedom stated they would applied {$500.00} to my mortgage. XX/XX/XXXX, Freedom Mortgage stated, I owed {$4400.00}. The {$1600.00} was not enough to cover the Mortage and it is in unapplied funding.
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| 08/18/2020 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I was offered a streamline refinance with Freedom Mortgage, which was supposed to be a quick process by what I was told. I agreed to proceed and have my rate reduced as well as my payment and believed I was in good hands. I was told this process was to take about a month to process. This was started back in XXXX and it is now XXXX and I have not heard from my main contact named XXXX XXXX. The last contact I received was to supply a survey for the tile company and after this was completed I have received no emails or call backs to answer my questions about this process. I have sent multiple emails to XXXX XXXX, XXXX XXXX, XXXX XXXX, and Customer Care with the only response of " we will direct this to the proper department ''. Note : this response was from a customer care representative, not from any of the individuals named above, they have remained silent and have yet to reach out to me over the many emails I have sent. The main reason to proceed with the streamline refinance was to help ease financial stress due to the current global situation. Now 5 months later I have yet to reap from the benefits of this program which I believed was being handle by a competent team of individuals. I would greatly appreciate if I can receive the lower rate in which I was promised and locked in over a recorded line as well as signed documents. I would also like to have up to date communication on this process and have it actually " Streamlined ''.
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| 02/19/2016 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
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I originated a mortgage with Guaranteed Rate. The close date was XX/XX/XXXX, or XX/XX/XXXX. My mortgage was then transferred to Freedom Mortgage. I have my homeowner 's insurance and property taxes escrowed into my monthly mortgage payment. I currently have a escrow balance of around {$4800.00} at Freedom Mortgage. My real estate taxes were due XX/XX/XXXX to the city of XXXX, Michigan. They have not been paid, and penalties and interest has accrued. The total tax bill that is currently due is around {$2800.00}.
I first found out that my taxes were not paid on XXXX XXXX, XXXX. I just found out from Freedom Mortgage that the estimated payment date is going to be XXXX XXXX. The problem with this is that the City of XXXX is going to transfer my property taxes to XXXX County and a lien will be placed on my property. This is going to happen on XXXX XXXX.
So, this is a very serious situation. I can not have this happen. I have been speaking to someone directly at Freedom for the past week. Her extension is XXXX. She said they escalated it to their claims department, but I can not get any further idea when it will be paid. I told them that my property taxes will be transferred to XXXX XXXX, Michigan on XXXX XXXX, but I am getting nervous as to if it 'll be paid.
Please find something out or see if you can do anything to escalate this.
My contact information XXXX XXXX XXXX Address : XXXX XXXX XXXX, XXXX, MI XXXX Cell : ( XXXX ) XXXX
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| 09/15/2016 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
Servicemember |
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XX/XX/2016 there was a one-time special added to my annual taxs. I was never notified about this, I just started receiving call that my loan was in default and I was not paying the proper taxes. They quoted my taxes to be approx. {$950.00}. I then check with the county assessor office and the accrual tax is {$420.00}. I notified freedom Mortgage to investigate this, which they never did. I then discovered on my own the special assessment and on XXXX/XXXX/2016 I paid freedom Mortgage the amount of the one time fee. therefore my mortgage should rerun to normal. I requested numerous times for a break down of the PITA and $ in escrow. No contact only calls that my loan is still in default. I have tried several time to resole this and request either an upper management call me or their legal department. To resolve. they are threatening me with foreclosure and in conversation with the agents they have no notes in the system that they stated tthey would note. I have mailed in certified mail bank statements showing all payments are made on time and the payment of the special assessment. I also have sent them copies of the tax bill. I still am getting letters of foreclosure. I have now requested all documentation and future discussion to be in writing. I need to stop this foresclosure because I am not in default. Freedom Mortgage has misappropriated my loan funding. I am a Vet ( XXXX ) and I need assistant in dealing with Freedom Mortgage.
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| 09/03/2020 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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The mortgage servicer, Freedom Mortgage failed to pay the premium for our homeowner 's policy out of the agreed upon escrow account. The payment was due by XX/XX/2020, and on XX/XX/2020 payment was not received by the insurer and coverage was cancelled. I was forced to pay out the full premium of {$2500.00}, and a late payment of {$250.00} out of pocket.
This is the 3rd time since origination of this loan that the homeowner 's policy has been cancelled for non-payment, and the payment has always been under the purview of .escrow.
I wrote a notice of error to Freedom Mortgage on XX/XX/2020, and sent it certified, return receipt. The letter and numerous phone calls stated that I had PAID the insurance amount in full, and requested that escrow be removed. According to their records, XXXX then sent the amount of {$2500.00} to pay the {$0.00} balance to the insurer. I finally received the refund FROM THE INSURER on XX/XX/2020, over 2 months since I paid the insurer in full.
On XX/XX/2020, Freedom Mortgage did send a response to my notice of error, stating " we have consented to terminate the escrow for REAL ESTATE TAXES and/or homeowner 's insurance '' ... '' within 14 days, '' ... '' refund any balance. '' As of XX/XX/2020, I have not received a refund, NOR has my escrow been removed from the payment.
I do not trust Freedom Mortgage to pay taxes and/or insurance out of escrow in a timely basis, therefore I want to end escrow.
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| 04/22/2020 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
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My loan was recently transferred to Freedom Mortgage. Now due to CoVID -19, I asked for assistance, their Loss mitt department handling the forbearance program never called and I could not reach them as the number always routes to Customer service and they transfer and the line gets disconnected. However, their refinance department called me and offered FHA StreamLine refinance, They told me if I close in XX/XX/2020, I just have to pay taxes and insurance and the payment will begin in XXXX. I agreed. Now they are telling me that their Title company can not close in XXXX so I will have to pay my XXXX payment. I asked them why can't I use my title company, initially they said no then came back and said I can use my title company but I have to pay the title cost and I may not have enough time to use my title company because FHA take3 days to fund my title company is asking 7 days to get everything ready and the loan won't fund in XXXX and I would not qualify for FHA STREAM line. This is ridiculous .. company baiting and switching. How come they did not know their title company could not close. how come a billion-dollar company can not have a forecast that they would run into this issue with covid-19. and since it's their fault, why can't they take the hit with the payment. Also, why cant they assist with foreberance. I know they will blame the high number of cases and call volume.. I at least want them to call and take care of this
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| 06/09/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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In XXXX of XXXX I started the process of refinancing my mortgage. I was then told that my mortgage company, Freedom Mortgage, had not paid my taxes for the last quarter of XXXX. I opened up an inquiry on that matter with their tax department.
When I reviewed my annual escrow statement, it showed that they had issued the tax payment of {$580.00} out of my account in XX/XX/XXXX, but it was not reflected on my taxes. In addition, it showed THREE payments made in XXXX of XXXX to taxes. When I called and asked about it, I was told that it was to pay for the last quarter of XXXX 's taxes. When I asked them why the XXXX payment had not been re-deposited into my escrow account ( since the payment was never made on my behalf ) they said they would open an inquiry.
Now, I went to pay my auto insurance, and see that NO PAYMENT has been made for my homeowners, which was due XX/XX/XXXX. My escrow account was debited for the entire amount of my homeowners ( {$1600.00} ) on XX/XX/XXXX, but has yet to make it to my insurance bill.
Additionally, Freedom Mortgage has now upped my escrow because there is not enough " cushion ''. There is not enough cushion because the have made incorrect payments out of my account.
Due to the tax situation, I recently put in a request to stop having Freedom Mortgage escrow my mortgage. I was denied because the escrow account is negative, which is, again, because they made incorrect payments out of my account.
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| 08/16/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Our mortgage servicer had been XXXX XXXX XXXX. In years past, we've had our earthquake insurance paid out of our escrow account. When they missed that payment and we had to pay that premium out of pocket, we submitted CFPB Complaint XXXX, to which XXXX XXXX responded and they corrected the problem in future years.
Earlier this year ( XXXX ), our mortgage servicing was transferred to Freedom Mortgage. We received a notice of cancellation from our earthquake insurance carrier, XXXX XXXX On XX/XX/2022, I called Freedom Mortgage to inquire. After a XXXX phone call, I was told that I should cancel my regular ( that is, non-earthquake ) homeowners ' insurance, which was wrong. Eventually I was able to communicate the issue to the representative, who told me in no uncertain terms that Freedom Mortgage would not be paying our earthquake insurance premium out of our escrow account. I paid the premium out of pocket ( {$490.00} ) to avoid cancellation.
Our earthquake insurance premium was paid out of our escrow in years past, so our current escrow account payment projection, and thus our payment, would have included it. We are now paying an amount into escrow that we had to pay out of pocket as well. We did not ask that our mortgage be transferred to another servicer, and we receive no benefit from our loan being transferred to another servicer, but we are now poorer for the transfer having taken place for someone else 's benefit.
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| 03/01/2022 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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My home went into foreclosure The home sold to third party buying the day of the auction XX/XX/XXXX Freedom mortgage is the mortgage company I ask for escrow information XX/XX/XXXX I wrote them email to explain escrow they sent me information about my regular and flood insurance on the XXXX XX/XX/XXXX a break down .I got a letter in the mail couple weeks later about them putting forced insurance on me in XX/XX/XXXX but I never received any information about this {$920.00} payment to this other insurance company I called they said it just went into effrect. ZI wrote the a letter on XXXX XXXX express mail asking for all accounting of my loan to include fees escrows and foreclosure information and what is going to happen to my XXXX check that they kept in their loss draft department now that {$53000.00} now that they no longer own the home, and the house sold to 3rd party for XXXX and and they are the owners I feel that freedom mortgage unjustly inriching themselves by holding my check and drawing interest on it for these 3 years. That is why I put a formal request for my accounting fees and escrow and other information pertaining to my loan but I they refuse to give me any information Loss Draft fm says loss migration FM and the send me back and forth with questions and no one answered anything just point fingers A veteran for closure nonjudcial is only {$1500.00} for the state of Mississippi where is all these fees coming from.
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| 03/19/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XX/XX/XXXXa letter was sent ( received on XX/XX/XXXX ) to us from Freedom Mortgage stating that we are required to have wind and hail insurance for our property at XXXX XXXX XXXX We immediately complied and purchase a policy from XXXX. Then onXX/XX/XXXX a letter was sent ( received on XX/XX/XXXX ) to us from Freedom Mortgage stating that we needed to verify wind and hail coverage from XX/XX/XXXX-XX/XX/XXXX. If we were unable to verify coverage, Freedom Mortgage would buy a policy for us, paying for it via our escrow account. We do not see how it is possible to purchase a policy for last year and be charged for a non-service. We also deem it unnecessary considering the year has passed and we do not have any claims for that time period.
Freedom Mortgage bought our loan from XXXX XXXX and up until receiving the first letter on XX/XX/XXXX we were unaware that we were required to have wind and hail insurance. Upon receiving the second letter on XX/XX/XXXX we contacted Freedom Mortgage about this issue. Freedom Mortgage admitted that it was their oversight that we did not have wind and hail coverage. We believe that it is unfair for us to pay for a mistake made by Freedom Mortgage.
On XX/XX/XXXX Freedom Mortgage will purchase a wind and hail policy for XX/XX/XXXX-XX/XX/XXXX using our escrow. We are disputing this charge. It is unfair because we were never informed prior to XX/XX/XXXX that wind and hail insurance was required.
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| 01/08/2021 |
Yes |
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- Trouble during payment process
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Web |
Older American, Servicemember |
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In XXXX of 2020, we refinanced our VA mortgage loan. The broker who wrote the loan immediately sold the loan to Freedom Mortgage. We had the loan set up for automatic debits on the first of each month. The payments were automatically debited as agreed until XXXX when unbeknown to us Freedom stopped debiting the monthly payments. We learned of this in mid-XXXX when we received a statement noting a " Bankruptcy Notice. '' We have NEVER declared bankruptcy and were stunned. After a considerable amount of effort and being repeatedly told by Freedom they could not discuss the matter, we spoke with someone at Freedom who shared the details of the bankruptcy filing. The names did not match ours, the address did not match ours ( it was in another state ), the Social Security numbers did not match, and the loan number did not match. Despite all of these irregularities, someone at Freedom chose to put the erroneous information into our file and report the fraudulent bankruptcy to the credit reporting agencies. Our credit rating plummeted. And Freedom marked our account as " delinquent. '' They keep taking payment information over the phone but never processing it through our bank, deleted the automatic debit information, and refuse to reinstate it, continue to list our account as delinquent even though they have what they need to receive payment, and refuse to correct the erroneous information conveyed to the credit reporting agencies.
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| 11/03/2016 |
Yes |
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- Application, originator, mortgage broker
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Web |
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I applied for a mortgage refinance through Freedom Mortgage on XXXX/XXXX/16 and did not receive a request for needed documents until XXXX/XXXX/16. I then sent the documents requested to them by e-mail on XXXX/XXXX/16. I e-mailed them on XXXX/XXXX/16 because I had not heard anything and they let me know my appraisal would take place on XXXX/XXXX/16. On XX/XX/2016 I was informed by e-mail that they needed me to re-send the documents I had already sent ( they were identical and not changed in anyway ). I was then asked to send the same documents again on XXXX/XXXX/16. On XXXX/XXXX/16 I was asked to sign an additional document and returned it the same day. On XXXX/XXXX/16 I informed them by e-mail that I would be filing a complaint as I still had not heard anything on my loan. I received a phone call letting me know the loan was in underwriting and they would contact me. On XXXX/XXXX/16 I received an e-mail requesting updated information that I sent to them the same day. I have been told my loan is still in underwriting. Are there rules as to the time frame in which they need to be responding to me or a time frame for the underwriting process. This has really been a nightmare. They keep asking for the exact same things. They have contacted my employer multiple times and my employer informs me they keep asking the exact same questions. I would really just like to get the loan closed. Is there anyway you can please, please help me?
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| 09/06/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Improper use of your report
- Credit inquiries on your report that you don't recognize
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Web |
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I applied for a refinance loan on a property with Freedom Mortgage in XX/XX/2020. My credit report was pulled for the first time with my consent in XXXX. Three months later, due to completely unprofessional conduct in regards to proceeding with my loan application ( Covid slowed the process down by a bit, but not to the extent that mine was delayed ), the credit inquiry was close to expiring. On XX/XX/XXXX, I emailed the loan officer specifically about making sure my credit is not pulled a second time, and I was assured it wouldn't be. On XX/XX/XXXX it was pulled via Freedom Mortgage a second time, this was without my consent. Since XX/XX/XXXX, I've repeatedly requested to Freedom that this inquiry be removed from my credit report. They have not done so. ( At five months into the process on XX/XX/XXXX, I had no choice but to move on to a different lender, since XXXX still could not get to the point of closing the loan at the agreed rate and closing costs that I signed off on in XXXX, and it was clear that proper and respectful customer service was not a concern for them. ) Since it was pulled again in XXXX, my credit score has dropped 20-plus points due to that new inquiry. I was told by Freedom at the beginning of XXXX it would take 10 business days to remove. It's been over 50 business days, and after having yet another conversation with Freedom about it, it was clear it is not a priority to get it resolved, at my expense.
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| 05/25/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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Freedom Mortgage, through their subsidiary XXXX XXXX XXXX, purchased the rights to my loan in XX/XX/2020. In XXXX, I was contacted directly by Freedom mortgage to offer a 0.25 % rate reduction at no cost to me, no term reset, no addition to my loan balance. This was provided in both email and on a recorded line.
After accepting, providing authorization to run my credit, and providing a full package of bank statements, pay stubs, w2s, insurance information, loan agreements for auto loans, and many more daisy chained requests, Freedom delayed the closing for weeks upon weeks at a time, then requesting a refresh of information ( new pay stubs, additional payment information on insurance even through they hold my mortgage, and escrow my homeowners insurance, etc ), and re requesting information that was already provided. The result is now 3 months later that they are ready to close, but my rate lock has expired and will now require me to pay points to process the refinance.
Per the literal dozens of emails and phone calls that were recorded, there is a clear chain of provided requested information, only to have the company wait 5-10 business days at a time and then request the same documents again. The Company deliberately delayed on multiple occasions to allow the rate lock to expire, allowing them to collect fees to complete this transaction, as well as delay for months what should have been lower payments to the company.
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| 05/03/2022 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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Hi : Due to the pandemic I joined the help program for covid 19 forbearance, when I wanted to start paying again they sent me a proposal that far from helping me made my payments higher, I asked them to review and help me and then they sent me another proposal that was not good either but I already wanted to get out of this problem and I accepted.
After several weeks they sent me the papers to sign, a notary public sent by Freedom Mortgage came and to my house and she was the person who told me how to send the papers, but after several weeks they told me that it was not right and that they were going to send me another set of papers, when they sent it they called me and told me it was wrong because the date had already changed and I had to wait for the new papers, when they sent the new set of papers the interest on the loan was changed to a higher one, everything This is for mistakes they made and now they want me to pay much higher interest than I had for all Freedom Mortgage 's mistakes, and when I call the answer is the same that I have to wait and that they can't do anything because I'm not accepted what they proposed to me, they do not even review or read what happened and much less are interested in solving it. I have spoken with supervisors and they have treated me very badly, apparently the fact of being XXXX is a disadvantage for because they have insinuated that I don't understand what they are talking about.
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| 05/15/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Incorrect information on your report
- Account status incorrect
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Web |
Servicemember |
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We received a notice dated XX/XX/2020 from our bank that our mortgage company, Freedom Mortgage has reported our mortgage payment as " delinquent '' to credit bureau. Not only has our account NEVER been delinquent, we are paid through XX/XX/2020. When we contacted Freedom Mortgage 's Customer Service, they acknowledged there was no history of delinquency. Rather than fixing the problem within Freedom Mortgage, we were instructed to submit an email to dispute the filing.
According to the CFPB data base and other official sources, Freedom Mortgage has a history of unethical practices. Since this is their error as acknowledged by their Customer Service department, why is the responsibility to make the correction on us? Why wasn't this done immediately in-house rather than requiring us to file a dispute?
Furthermore, we question the timing. We have been contacted by Freedom Mortgage to refinance at a lower interest rate which we have not done. We believe this action of reporting our payments as delinquent is a deliberate action by Freedom to sabotage attempts we may have of refinancing with another lender by wrecking our credit.
We were not pleased when, immediately after closing on our home last year, that the mortgage was sold to Freedom as we have read horror stories about their practices. We believed if we kept our heads down and maid the payments on time that they would leave us alone. We were wrong. Please help.
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| 10/03/2020 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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I was contacted on or about XX/XX/XXXX by a representative from Freedom Mortgage about a VA Streamline refinance program for people that have homes with a VA Loan. I explained in great detail that the property located in Illinois was tax exempt. Meaning, I do not pay property taxes on this home due to my status as a XXXX veteran. The laws for XXXX XXXX XXXX exemptions and eligibility are available on their web site. I provided Freedom Mortgage with a copy of the escrow waiver agreement that I signed with the previous mortgage company to show that the payment I make does not include escrow amounts for taxes. The closing documents did not show this change and despite my complaints the streamlined refinance was still initiated and completed by Freedom Mortgage. I have called their office a total of 12 times and sent four email messages to which I have had no response. My mortgage payment has now gone from {$990.00} per month to {$1400.00} due to the increase in collection of property taxes ( for which I am exempt ). I have been unable to get a resolution with the representatives of this company. I have attached a copy of the XXXX taxes that are due on XX/XX/XXXX which shows XXXX taxes. I have sat on the phone for hours explaining the tax issue to representative of Freedom Mortgage only to be transferred and put on hold several times. I would like your assistance in resolving the issues with the escrow for property taxes.
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| 03/27/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I have mortgage for my home with Freedom Mortgage. I pay this bill online with XXXX XXXX XXXX bill paying service. I have been doing this for as long as I own the house ( approx. 10 years ) without one late payment.
Apparently Freedom Mortgage changed their mailing address again and since I automatically pay them through XXXX XXXX XXXX I was unaware that their address had changed. They said it was on a statement but I don't look that closely at a new address, just go online and paid it. It wasn't until I got the next month 's bill that I saw I owed for two months. That's when I called Freedom Mortgage and explained what had happened. The Rep was very nice, and explained to me about the address change and stayed on the phone with me until the new payment went through with their new address. A couple of days later I called Freedom to make sure they received it after verifying with XXXX that it had gone out. Freedom said they received it but had already reported me to the Credit bureaus. I was very upset with them since this was my first late payment EVER. Which can be verified at any time with them. I called them and they told me that that's what they do and there's nothing else I can do about it. I am looking into changing my mortgage company. However, I'm asking for someone to please please look into this for me as I don't want my credit ruined. I've lost sleep over this and am hoping that someone can please help me
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| 04/05/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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Hello I have had home mortgage with Freedom mortgage for many years.
it was originally with another company and later Freedom mortgage bought the loan.
Freedom mortgage keeps calling and send emails and letters to refinace.
Around XXXX time XX/XX/2021 XXXX XXXX with Freedom mortgage called me as sold me on refinance.
I have excellent credit and auto pay since my inititaion of loan.
He convencied me that it was a simple process.
They send intial letter and i submitted everything..
every two to five days they will ask for something else.
I repeatedly told them on recorded line need a list of things they need once and for all... otherwise i am wasting my time and they cant pay me for my time and its not worth the hassle.
Many times on recorded line i have asked for a manager or supervisor to call me .. no call yet..
I feel i have been harrased for something they insisted on doing.. i didnt call them for a refinace.,,, they did. please some one look into this matter it should be simple..
Refinance check list ... 1..2..3..
I dont want comsumers harrased specially the hard working people that pays on time and never late on payments..
XXXX ( XXXX ) XXXX XXXX XXXX XXXX XXXX, XXXX XXXXXXXX XXXXXXXX XXXX Freedom MortgageXXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX # XXXX XXXX XXXX # XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX : XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX
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| 05/26/2023 |
Yes |
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- Trouble during payment process
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Web |
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My mortgage company transferred my mortgage and to a new company. I did not receive any correspondence regarding the transfer. I usually do automatic payments, so I thought the payment was taken from my account. However in XXXX I received notice that I missed XXXX payment. And that I have to create an account to make payments. I was now 1 month behind. I did an application in loss mitigation and was told that it wouldn't affect my credit, they set it up so I can pay whatever I can when I can. In XXXX I received a call to call my mortgage company, I did and was told that they need additional information. I sent the information while I was on the phone, they needed bank statements and pay stubs. I didn't hear anything more from them and I have been making payments, and caught up on the one month. I applied for a cash out refinance only to find out that they did report me to the credit bureau. I called they to inquire about it, and was told that I didn't submit documents that were requested. I did not and have not received any correspondence from this company neither text, mail, email, nor phone calls.
I told them that their representative gave me incorrect information and now it's affecting my refinance application. They just shut me down. I need help getting the negative report from my credit.
I have never had a late mortgage payment since I bought this house in XX/XX/2020. All this happened because of the transfer.
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| 04/15/2020 |
Yes |
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Web |
Servicemember |
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Refinanced my home on XXXX XX/XX/2020 at XXXX. Upon closing it was agreed by XXXX that I did not have to pay until XXXX XXXX. I have an written email from him stating so. At closing, on my paperworks, it was stated that my first payment was XXXX XX/XX/2020. Then on XXXX XXXX, XXXX XXXX did not remove my automatic payment schedule. Taking {$1100.00} from my accoutn. After look at my bank statement, I quickly claeed freedom numerous of times to ask for a reversal. They have given me a run around since XXXX XXXX after I gave them proof with Bank Statement showing the payment cleared. I called again on XX/XX/XXXX and representative asked for my routing and accoutn number to have the payment reversed but it its been days since then. If any monies are taken from account illegally, I will go to court with this. As of XXXX XXXX, I still havent seen my payment but the company decided to place the payment from my old closed accoutn to my new account. Then contineu to charge me proprety taxes after I had given them VA and Tax Collector paperwork showing me as XXXX XXXX XXXX and tax exempt. I sent this in XX/XX/2020. Finally instead of sending my escrow refund back to me, they decided to move MY money to another account. From my closed account where it sat suspended to my new account. After i informed them of the draft and sent paperworks ( bankstatement showing cleared ). I called again on XX/XX/XXXX and still no assistance.
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| 01/06/2017 |
Yes |
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- Application, originator, mortgage broker
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Web |
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My mortgage company never disclosed to me how much equity was in home. I refinanced for a lower interest rate to XXXX in XX/XX/XXXX. I was never told the amount that I could receive for refinancing no paper. So now I went to refinance for a cash out in XX/XX/XXXX to consolidate all my debt into XXXX and was told that have gaps in my employment. Not to mention I called to verify if all of my documents was received and then I got the bad news.
I am currently with the same mortgage company presently and they sent me a letter stating that I withdrew my application which was false. My current mortgage balance is XXXX and my current market value is XXXX plus. My mortgage company valued my house at XXXX in XX/XX/XXXX. Now it is valued at XXXX my loan application with them in XX/XX/XXXX. So I never was disclosed that amount I could have got when I refinance in XX/XX/XXXX.
I purchased my house in XX/XX/XXXX and refinance for a lower interest rate with my current company. I feel that they have done some practices that was not fair disclosing the amount I could have received at refinancing and if possible what was the amount I could have received then and I could have paid down college loans, car payment or put the money back in my home. As a consumer I feel that I was taken advantage of by this and given false information so deceiving.
Please help where did the money go because I was n't told about the amount XXXX XXXX
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| 01/02/2024 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
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Web |
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My mortgage is owned by XXXX XXXX and serviced by Freedom Mortgage. I have been unable to set up an online account with the servicer Freedom Mortgage for over three months. For that reason, I have been unable to set up automatic payments or any sort of payment plan for my mortgage. Problem : when I go to set up my account with Freedom Mortgage, the website says that my last name and SS number and loan number do not match the data in their records. I spoke with representatives from Freedom Mortgage over the phone around XX/XX/2023. They were unable to fix the problem but said they sent the issue to their IT department. The representative said that their IT department would fix the problem, and that she would call me back when the problem was resolved. I have not heard from Freedom Mortgage since.
There appears to be no way to change the loan servicer if I am unhappy with the level or quality of service they provide. This is unfair, and should be changed because it affects my ability to pay off the mortgage. As a mortgagee, I should be allowed to choose who services my loan, not XXXX XXXX, which as far as I am concerned, is basically the federal government. If the servicer doesn't provide adequate service to the customer, then the customer should be able to require the mortgage holder to switch who services the loan. There should be consequences to the servicer for providing poor or inadequate customer service.
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| 11/28/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Escrow, taxes, or insurance
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Web |
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Over a month ago we called Freedom Mortgage after we received a letter from the bank, XXXX XXXX, letting us know the Escrow check that we cashed did not go through and was denied by the paying financial intuition : Refer to Maker. This letter from XXXX XXXX was issued on XX/XX/XXXX. We attempted to cash the check on XX/XX/XXXX.
This was the second escrow check we requested from XXXX XXXX as our initial check they sent us never made it to our house. We had to call and request a new one be issued and sent to us. As stated in our note from Freedom Mortgage " An escrow surplus check XXXX, which was sent to you on XX/XX/2023, in the amount of {$540.00}, was voided on XX/XX/2023, and reissued on XX/XX/2023, with the check number XXXX. Further we reviewed and determined that the check number XXXX was cashed on XX/XX/2023. Enclosed is a copy of your payment history for your review and records '' The issue lies that we NEVER received the money as XXXX XXXX was unable to retrieve the {$540.00} from Freedom Mortgage. We have made multiple attempts to further understand why the XXXX institutions do not talk to one another, but we have not seen the {$540.00} and have made multiple attempts through all of Freedom Mortgage channels. We have also called XXXX XXXX Multiple times to ensure we are not missing anything and the money was not placed in our account. All their records indicate they were unable to retrieve the money.
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| 04/14/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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Due to the Covid-19 pandemic I have a decrease in my income, because of reduction in the work hours. I called several times ( 2 or 3 ) in these days my mortgage provider, FREEDOM MORTGAGE, to arrange a forbearance, according to the new CARES Act. They told me to fill in their Covid-19 Financial Hardship Notification form. Surprisingly I saw before I sent that form, that the only option they had for a forbearance request is the pay everytrhing back at once option at the next month ending the forbearance plan. I told them that there were three different forbearance options on the Consumer Financial Protection Bureau web page. On the CFPB page under the title What is mortgage forbearance? and then under the title Here are some forbearance examples to guide you, are three different forbearance options. I told Freedom Mortgage, I requested the Paused Payment Option-Paid back at End of Mortgage. That is to pause payments up to one year and pay that amount at the end of the mortgage loan. They answered me, that they only have or work with one option, that is the one payment back in full at the end of the forbearance. That is no help at all and that is what I tried to explain them. I respectfully request that FREEDOM MORTGAGE, take in account the Covid-19 hardship that I am in this moment and start to offer all of the forbearance options that are under the CFPB instruction pages. This is also a matter of the CARES Act.
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| 12/15/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Escrow, taxes, or insurance
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|
Web |
Servicemember |
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My mortgage was sold from XXXX XXXX XXXX XXXX to Freedom Mortgage.
I believe the transferal of mortgage information including my insurance coverage either wasn't transferred correctly or Freedom Mortgage mishandled the documentation.
They sent me several letters over the past few months telling me that I am not sufficiently insured for wind damage. And threatened to buy costly insurance in place using funds from my escrow account until I could prove my insurance.
I responded to the letter via a website provided on the letter where I could upload my insurance information as well as faxed the number on the letter. That was on XX/XX/XXXX.
Again around XX/XX/XXXX I received a final notice letter telling me I still don't have sufficient coverage.
I called Freedom Mortgage on XX/XX/XXXX and talked to an insurance rep. She gave me an email to send her the document. She viewed it and said it was the document she needed and that it would be uploaded to my loan. I asked her if there was any chance that I was too late or that I could be charged for the wind insurance through Freedom Mortgage 's insurance affiliate, she said absolutely not and that inquiry would be closed and I would next receive a letter stating so.
Today I checked my mail XX/XX/XXXX and have a letter dated from XX/XX/XXXX telling me that Freedom Mortgage purchased insurance from me through their affiliate and charged my escrow account {$370.00}.
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| 08/29/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
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- Problem with a company's investigation into an existing problem
- Their investigation did not fix an error on your report
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|
Web |
Older American, Servicemember |
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I contacted a Freedom Mortgage credit reporting on five separate occasions regarding my request to withdraw a 30 day late for my XXXX mortgage payment. The first two times, by phone in early XXXX and then again on XX/XX/XXXX via the web portal messaging system, they did not respond. The XXXX, XXXX and XXXX time they responded. I contacted them by letter on XX/XX/XXXX, early XXXX and XX/XX/XXXX, but each time they denied my request. Freedom Mortgage credit reporting policy is that Payments received after the month in which they are due will be reported to the credit bureau accordingly. This policy ignores the month of XXXX where there are only 28 days and a payment received in the XXXX days of XXXX where XXXX full days have not elapsed should not be reported as 30 days late. To provide clarity and precision on the timeline, let me illustrate, the payment due on XX/XX/2023, at XXXX AM, should not be considered late until a full 30 days have elapsed, or on the start of the XXXX day, after XXXX hours have passed from the due hour. The payment was logged as received on XXXX PM on XX/XX/2023, when only XXXX hours had passed, falling short of the threshold for being 30 days late.
Given the serious nature of credit reporting, every action should be taken for the utmost accuracy. I have tried to resolve this matter with Freedom Mortgage but need help. Their credit reporting practices for the month of XXXX are unfair.
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| 02/10/2022 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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In XXXX of 2021, Freedom Mortgage offered me a " streamline VA refinance '' on my mortgage. I believe that I closed on that sometime in late XX/XX/2021. I believed my 1st due payment on the new mortgage was in XX/XX/2021 based on verbal information given to me by Freedom Mortgage. As a result, I did not attempt to make my new mortgage payment in XXXX and was considered 30 days late in XX/XX/2021 and XX/XX/2021. Having actually paid my XX/XX/XXXX payment in XXXX, and my XXXX payment in XXXX- I did not discover that I was actually 1-month behind until early XXXX and then made two payments during the month of XX/XX/2021 to essentially " catch up '' on my payments.
I'm requesting a 1-time goodwill gesture on their part to remove the 30 day late entries on my credit report for XXXX and XX/XX/2021. I've taken the necessary steps to ensure there are automatic payments made at the first of each month to ensure there will never be another late payment.
I realize that this is not something that Freedom Mortgage has to grant, but this goodwill gesture will greatly increase my standings and ability to gain positive traction with my credit score. I also admit that it was entirely my responsibility to know when my mortgage payments were due, and this was entirely my fault, but I'm hoping and praying there can be an act of goodwill and faith in my continued business with them and holding my mortgage with their company.
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| 03/19/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I Started a refinance for my property with Freedom Mortgage, I was told i will get interest rate of 3.5 % and will have to pay 0.5 point only.
then we went with the process and kept sending all documents they needed promptly, I kept sending them follow up email, text messages and calls to get updated on progress. finally about 15 days ago they ordered the appraisal and i had to pay for it, as soon as the appraisal result came back they said we are ready to close but i have to pay 1.5 point to keep the rate of 3.5 % ....
I complained to management who couldn't explain why i would pay 1 point more except that rates had changed and i have to pay more.
Now i was locked for the rate and percentage agreed on but it was expired because they didn't keep working on my file .. they didn't even mention that change on the terms before i had to pay for appraisal fees.
I had called them many time asking to either give me the promised rate and points or refund the appraisal fee as it was not my fault it was their fault, the completely ignored my request and send me a CD for closing on their higher points.
It feels very unfair that i was sending documents so many times because they taking long time and they always need updated documents, lose the opportunity to REFI with other Banks while Rates were still low and paying {$670.00} for an appraisal that i didn't but only for their Refi.
and the bank doesn't want to help
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| 12/20/2022 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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Changed insurance companies in XX/XX/2022 for my mortgage. XXXX XX/XX/2022. Sent Freedom Mortgage company a notification stating changing insurance companies and not to send payment to XXXX XXXX XXXX XXXX as they were being canceled. Notification to cancel XXXX XXXX XXXX was sent XXXX XX/XX/2022 via my insurance agent. Sent all required paperwork for new insurance company on that same day to Freedom Mortgage. Insurance agent has receipts showing they received it and sent again on XXXX XX/XX/2022, since they never admitted receipt for new insurance company. Mortgage company sent payment of {$5000.00} to canceled insurance company and not to new one. Canceled insurer sent refund check to me. Mortgage company demanded and gave instructions to have all monies be sent back to them and they will pay new insurer. Mortgage company never sent payment of {$2300.00} to new insurer within allotted time of 3 months since initial policy date back in XX/XX/2022. On XXXX XX/XX/2022 XXXX canceled the policy due to nonpayment. On XXXX XX/XX/2022, Freedom Mortgage admitted to their mistake via phone conversation, however, as of XXXX XX/XX/2022 seems unwilling to work or compensate for their error. Can not get new insurance thru same company until after 30 days from cancelation date. New insurance policy with a different company will cost x2 as much as original quote. Their failure to pay has now placed an undue burden on me.
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| 08/18/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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|
Web |
Older American, Servicemember |
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I have just been notified by the credit reporting agencies of a negative report by you, ( Freedom Mortgage ) that has significantly impacted me financially..
After multiple inquires to customer service and the Tax and escrow dept. going back to XXXX of this year, Re : the increase in my mortgage payment due to a shortage in my escrow account I was continually told to keep paying my current mortgage until a resolve to the matter was completed. A conversation to justify my position was with the Tax dept. notifying me that they were not in receipt of a Veterans tax exemption by the city of XXXX, Ma which would have affected this account. I immediately sent via electronic and US mail an official transcript of this exemption to this person who after receiving this and verifying it with the named city accepted it's exemption, and was told it would be adjusted. I was than transferred back to customer service who once again told me to continue paying the current payment until I was notified. To this date I have NEVER been notified.
In my last conversation with you, you explained that the discrepancy in funding would need to be satisfied by me and I complied with the intent that a escrow analysis would be completed by XX/XX/XXXX of this year, as told to me by you, and that I would be notified. Again to this date I have NOT been notified of the results of that analysis and resulting final determination of payment.
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| 11/10/2019 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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Freedom morgage bought my morgage XX/XX/XXXX and from second month they stared sending letter letters say I didn't pay my morgage payment Then six months later I started getting letters stating I was several months behind .i called and asked what months and then twice sent copies of front and back of canceled checks for those months and both times they said they didn't receive them after phone calls over several months of there personal just wanting to know when I was going to send payment XX/XX/XXXX I called and informed them I would be late on XX/XX/XXXX payment because of death in family and would pay extra each month to make it up.then I received five letters for five different single point of contact when I called was told they were no longer employed They started forclosure at end of XX/XX/XXXX I sent five copies documents for modification and they rejected all I've got canceled checks for several months they say never received Had a court date of XX/XX/XXXX and on XX/XX/XXXX received letter from there attorney canceling the motion and court date. On the XX/XX/XXXX I received lazier from master commissioner for sale date of my home motion was dated XX/XX/XXXX I was never informed of second court date or not e they started forclosure again. I have all bank statements and Morgage statements with other issues like missing funds from escrow I'm 100 % XXXX and a DAV and this home is all I have An you help
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| 11/20/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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In reference to loan number XXXX through Freedom Mortgage for XXXX XXXX XXXX XXXX XXXX XXXX, IL XXXX I accidentally paid my property tax out of pocket when I was sent a bill for it in XX/XX/2018. This is normally covered by my mortgage company as a part of my escrow account and monthly payment. I informed Freedom Mortgage of the mistake and was told I would be refunded the full amount of {$1500.00} when the escrow was analyzed in XX/XX/XXXX. This is shown on page two of the attached statement, listed under " checks and substitute checks. '' It was check number XXXX, paid in the amount of {$1500.00} on XX/XX/18.
I called again XX/XX/XXXX after not receiving a check in XX/XX/XXXX and was told there was no record of my original conversation and that I needed to submit a bank statement to prove I paid the amount out of pocket. I did this promptly to their customer service email, as instructed and did not receive a response other than an automated " receipt of email. '' it is attached below.
I called again 10 days later to inquire as to the receipt of the email and was told I never needed to submit a bank statement and that they would begin an escrow analysis.
I received a check in the sum of XXXX $ on XX/XX/XXXX. This sum is still deficient {$490.00} from the initial payment I made on my property tax in XX/XX/XXXX.
I would like to be refunded this amount, as I was promised in XX/XX/XXXX of this year.
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| 04/05/2017 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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first thing my mortgage started eleven years ago, started through my bank was sold to XXXX right away, i refinanced the mortgage went to XXXX, then over a year ago it went to Freedom Mortgage. My loan hit the 80 % LTV with XXXX long ago and asked they drop the PMI from my loan they said id need another appraisal and to get it down to 78 % so i paid the principal down to 78 % and asked it be removed again and XXXX said no it would only automatically be removed when my scheduled payments reached 78 %, so i asked when is that and they said XX/XX/2017, then over a year ago Freedom Mortgage bought the mortgage, last month they sent me a escrow projection showing me paying PMI another year ( at least ) i asked them to remove the PMI and they told me id need an appraisal.. i sent a response saying i wouldnt pay for an appraisal because not only were my scheduled payments reaching 78 % LTV XX/XX/2017, but that my mortgage is currently just over 72 % LTV. According to what i read about pmi insurance XXXX should have dropped the pmi when i actually hit the 78 % LTV, but my complaint is with Freedom Mortgage, from what ive read on PMI insurance they are clearly in the wrong and violating federal law by not automatically dropping the PMI on their, i shouldnt have to request this and especially not fight with them.. obviously the loan is good standing im several thousand dollars ahead of schedule with no late payments.
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| 09/07/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Escrow, taxes, or insurance
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|
Web |
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Good afternoon.
I have a mortgage loan with Freedom Mortgage and my loan number is : XXXX. I didn't have any escrow with my mortgage when I started my loan as I had over 30 % equity on my property. I always paid tax and insurance for my property. My monthly payment is {$1500.00} and I always paid my payment on time with automatic payment method with my bank. since XX/XX/2023, Freedom Mortgage started withdrawing {$1900.00}. I noticed that in XXXX and called the customer service and they said that they didn't receive my property insurance documents and that's why they added escrow in my account. I uploaded my insurance docs in their message center as they didn't receive my postal mail earlier. I requested them to refund my extra payments they already took and remove escrow from my account. They refused to refund my money and remove the escrow. instead, they kept me waiting for hours on the phone and kept transferring me to different agents. After back and forth with a lot of calls and messages they still refusing to solve the issue. now my XXXX payment is due and they still didn't fix the problem. They sent me a message saying my request to remove escrow has been denied. Later I read all the horrible customers reviews about the company and found that I am not the only victim of their illegal demand. They are still charging me escrow for insurance and I already have insurance for the property. Please help.
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| 04/07/2021 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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|
Web |
Servicemember |
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I have a existing VA loan with this company. Since the original loan, which my husband the vet was a part of, my husband passed. I applied for an IRRRL loan on XX/XX/XXXX. The company keeps putting my name down as the vet. I was sent a generic denial of credit statement on XX/XX/XXXX. When I called Freedom Mortgage I was informed the VA denied the refinance. I called the VA and was told the Mortgage company had submitted the incorrect form. I am not listed as the surviving spouse in their database. I would need to be the surviving spouse in the event of a new mortgage but with the IRRRL I still qualified. The mortgage company should list my husband as the vet and not me. I called the Mortgage company back and the loan advisor started a new loan on XX/XX/XXXX. I have had to submit countless copies of the same forms over an over. Every time I called, a new form request popped up into my email. I have worked with over 10 people including multiple customer advocates and an escalation group to try to resolve this. Today I again received a request for the surviving spouse form. When I spoke to the VA in XXXX they stated a special certification was needed to administer VA loans and I should talk to a manager. I have tried again and again to escalate this issue within Freedom Mortgage. The people who seem to listen add a note to the file, but still the same results. No one is either looking at the notes or cares.
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| 07/31/2023 |
Yes |
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- Trouble during payment process
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Web |
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XX/XX/ Called Freedom Mortgage to modify my recurring payment, and Friday XX/XX/ they took you the scheduled payment of {$410.00}, but also took out {$430.00}. I called then that day and told them that I did not authorize the {$430.00}, they informed me that they made the mistake and that I wanted that amount refunded back to me. XXXX XXXX XXXX did a three-way conference call with Freedom Mortgage and my bank XXXX XXXX XXXX , Freedom wanted to see If both amounts were posted and they were, so I told them the {$430.00} was the amount I wanted refunded back. The agent at Freedom said that they would take care of it said it would be 3 to 4 business days before I see it back into my checking account. Talked to them XX/XX/XXXX to get the status of my refund, all they told me that I should see it in my account the next day, I was not in my account, I called Freedom Mortgage and asked for a manager, The manager informed me that the agent that I talked to XXXX XXXX, did not turn in my request to get my refund back. The manager named XXXX said that he will expedite my payment on XX/XX/XXXX, and that I should see it by Monday, I called them XX/XX/XXXX that morning and the agent had an attitude towards me when I asked the status of my refund, they told me at the end of the business day of XX/XX/XXXX. Thats the latest update, I feel that they are stalling and do not want to give me my money back they took from me.
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| 01/24/2023 |
Yes |
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- Trouble during payment process
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Web |
Older American |
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XXXX XXXX XXXX XXXX - Property : XXXX XXXX XXXX, XXXX, NY XXXX FHA XXXX XXXX Freedom Mortgage Account XXXX XXXX Freedom Mortgage Company ( bought the paper for our loan from XXXX XXXX Mortgage ( XXXX ) XXXX XXXX ), miscalculated the taxes for the escrow for the XXXX XXXX XXXX for the current mortgage year XXXX by {$4000.00}. When we received the Escrow Account Disclosure Statement XX/XX/XXXX, which is uploaded to this Complaint, I called Freedom Mortgage and spoke to the Escrow Department. They requested documents from the XXXX XXXX XXXX, which are also uploaded to this Complaint, and provided to them right away.
We waited until the date they requested ( XX/XX/XXXX ) to allow them to process the new tax amount. We then received the REVISED Escrow Account Disclosure Statement which showed the updated payment of {$1500.00} effective XX/XX/XXXX. I then called the Escrow department to find out why it is not corrected as of the XX/XX/XXXX payment, and they had no reason nor comment. They did not plan to make it effective that date. I asked why it is not adjusted since we do not owe the extra {$800.00} they had added to the account in the first Statement, and they could give me no good reason. They suggested I call HUD, who took our complaint and suggested we contact CFPB. And so we are asking for your assistance in correcting this error. We are asking that the XX/XX/XXXX payment be corrected to {$1500.00}.
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| 09/02/2020 |
Yes |
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Web |
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My current loan servicing company Freedom Mortgage Corporation approach me about a streamline refinance to lower my interest rate. At the very beginning and during the entire process my main concern was regarding my current escrow balance of {$1700.00}. I asked on numerous occasion and even at closing was this balance going to be transferred to my new loan. I was assured that was going to happen. Once my new loan was booked, that did not take place my new escrow account only has {$560.00}. The entire streamline process was not a win for me as a consumer for the following reasons : 1. Principle balance increase 2. Additional 1 month to mortgage 3. Payment will remain the same or higher like original payment once new property tax bill generate.
My may concern with my escrow balance was due to the fact I just build my home and living in a new sub division where my property tax was has not been accessed correctly. I wanted to have the surplus money in my escrow that when my property tax bill arrive i will not have an escrow shortage. Now once Freedom Mortgage receive the correct property tax bill from county my tax will be paid. At which point Freedom will either increase my overall mortgage payment or i will need to send in a lump sum payment for shortage. This is ever deceptive way of conduction business. I have requested for the company to go back and listen to all my calls since they are all recorded.
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| 05/17/2021 |
Yes |
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- Struggling to pay mortgage
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Web |
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I started my CARES COVID Forbearance XX/XX/XXXX. XX/XX/XXXX I reached out to Freedom Mortgage to advise I was ready to move forward with my COVID Streamline FHA Solution based on the CARES Act and was advised I was eligible for a COVID Partial Claim with a loan modification to reach an affordable payment due to my income being impacted by COVID. On XX/XX/XXXX I reached out to Freedom mortgage for an update and was advised I was approved on XX/XX/XXXX for an FHA standalone modification which didn't include a partial claim. I advised the proposed payment of {$1100.00} from the offer dated XX/XX/XXXX was not affordable and was not given a valid reason as to why I was not approved for the Combination partial claim with a loan modification, but agent id XXXX would send an internal email to escalate the matter and agreed that I was eligible for a Combination partial claim/mod option. I was advised the offer letter sent were not the final terms and to sign and send it back anyway and I was assured I would be approved for the Combination partial claim /mod. I have been waiting for the final Modification/Partial Claim documents since XX/XX/XXXX and have yet to receive them. The Combination partial claim with a loan modification would reach a more affordable payment which is the solution I requested since XX/XX/XXXX and was told I was eligible for which is accurate based on the CARES Act and they type of loan.
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| 07/23/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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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
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| 01/23/2024 |
Yes |
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- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
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Web |
Servicemember |
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XXXX XXXX a VA loan buyer wanted to assume the loan and made earnest payment -numerous calls to freedom mortgage from XX/XX/19 to XX/XX/XXXX requesting information, how to fill out packets, how to start the assumption process, how to fill out paperwork, I asked for check lists and examples, company continued to not answer and only sent a single page request form. weeks into the process the company said the the information on the one page was not good enough and we had to start over -late XXXX ( roughly XXXX ) I had three way call with buyer and mortgage company, set a date of XX/XX/XXXX for him to meet with a loan processor -XXXX XXXX a assumption packet was allegedly mailed to buyer, no tracking number provided -XXXX XXXX- company says that window to apply for loan has closed, we convinced them to mail another packet -XXXX XXXX second packet was allegedly delivered, no tracking number, packet was never delivered -XXXX XXXX I called company to escalate, no one would escalate call to managers, assumptions team would not talk to me, loss mitigation team was able to take call but did not have any informatino -XXXX XXXX I talked to assumption team, they said on the XXXX and XXXX of XXXX an email with e sign docs was sent to buyer. This contradicts information about a mailed packet. they confirmed email. I spoke with my agent and she said the buyer has received no emails or mail from freedom mortgage.
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| 06/09/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Freedom Mortgage sent up an escrow account stating I had a lapse in coverage and billed me {$130.00} for homeowner 's insurance on my XXXX statement. I do not have an escrow account. I have been paying my own insurance in monthly installments since the renewal date of XX/XX/XXXX, I called them originally on XX/XX/XXXX explaining to them I should not have an escrow account. They stated they did an anaylsis and determined I had a two-day lapse in coverage in XX/XX/XXXX which is incorrect I called to follow up again on XX/XX/XXXX, XX/XX/XXXX, and XXXX, XXXX. They insisted I had a lapse in coverage and did nothing to resolve the matter. After my call on XX/XX/XXXX I submitted the requested documentation by them, from my insurance company showing my payment history along with a statement stating I had no lapse in coverage. They stated they did not received it despite my receipt of an confirming email stating it had been received. I called again on XX/XX/XXXX, XXXX, and XXXX attempting to follow up. I spoke with amabassador XXXX and supervisor XXXX along with several customer service reps over several weeks with no resolve. XXXX stated she would call me back the day after our conversation however never did. I called back asking again for her to return my call but again, no response. All these calls were recorded. I confirmed with my insurance company, XXXX that Freedom Mortgage has paid {$0.00} to them.
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| 11/26/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I tried to make a payment and was forced to choose the following calendar day. This caused a negative mark on my credit report. I called and spoke to a supervisor and he saw in my account there were multiple errors messages on their system evidencing that I tried to make a payment on the actual due date but the system was simply not allowing it. The system stated that everything after XXXX XXXX PST had to be paid the following day. My payment was finally taken at XXXX XXXX PST after multiple tries earlier, which caused it to post the following day. Freedom Mortgage thereafter reported my payment 30 days late. Other banks will take the payment the day it is being paid and if it is processed the next day, it is still marked as received the same date payment was made. After years of having a mortgage I have never been over 30 days late with this company and they have refused to listen to my issue. A Freedom Mortgage supervisor has created a file to try and get them to resolve this issue. He stated after looking at my file that if it were up to him from everything he 's seen, he would have the negative mark deleted from my credit report. This supervisor does not have a direct line customers can access and I have not heard back. Given this bank has no physical location in Nevada and that my payment was timely but not accepted by their computer system, I do feel Freedom Mortgage 's practices are unfair.
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| 09/13/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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In XXXX of XXXX, I requested information in regards to removal of PMI on my home loan due to an increase in market value since its purchase in XXXX. Over the next several weeks, I was made aware that I would need to fill out and mail a form, receive a home inspection.
On XX/XX/XXXX, I followed my mortgage servicer 's ( Freedom Mortgage ) process for requesting removal of PMI. I sent a check for {$100.00} for the cost of the required BPO ( Broker 's Price Opinion ) which was cashed on XX/XX/XXXX.
Over the several weeks, I made at least two calls to my mortgage servicer in regards to the scheduling of the BPO inspection, and received no information or updates. After three weeks, still without any update from my servicer, they provided me with the number of the contractor ( XXXX XXXX XXXX ) used to schedule inspections. I was told by my servicer that I should wait until XX/XX/XXXX for an update.
On calling the contractor, I was informed that no inspection had been scheduled with them, and they had no information for even what type of inspection was required ( indoor or outdoor inspection ). The contractor would need me to email them to schedule the inspection, after which they would contact my mortgage servicer for the details of the requirements. I was also informed at this time that it might be as much as a month until I would have some update in regards to the scheduling of this inspection.
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| 10/22/2019 |
Yes |
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- Struggling to pay mortgage
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Web |
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I have applied for a loan modification for my primary residence but am having difficulty communicating with my servicer.
I Finally got approved as of XX/XX/XXXX, after a variance was approved ( XX/XX/XXXX ) to remove my co-borrower from submitting financial documentation for a modification. My co-borrower is my uncle in law who is a non-owner occupied borrower who refuses to cooperate. The lender agreed to continue with the variance and suggested A quit claim deed ( XX/XX/XXXX ) and I submitted it only to find out it didnt suffice. I went through my three month trial period and paid three months of mortgage ( XXXX XX/XX/XXXX ) and was told throughout the process My co-borrower would be removed so I could continue with the final modification process. End of XX/XX/XXXX I received the final documentation and it included my late husband who passed away XX/XX/XXXX and my co-borrower. I pleaded with the mortgage company for weeks to remove my husband which they finally did however I was told they would not remove my co-borrower as he was on the mortgage note. I was told if he didnt sign I would automatically fall into foreclosure. I again pleaded with my co-borrower to sign and the mortgage company with the intention of wanting to pay my mortgage and keep my home for my children and I, with no success. Ive complied though out the process but I was mislead, misinformed and Ive struggled to get answers.
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| 02/17/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Incorrect information on your report
- Account status incorrect
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Web |
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Freedom Mortgage currently services my mortgage. I completed their process to have PMI removed from my account. I received a letter dated XX/XX/XXXX stating the PMI on my loan has been terminated. I called to clarify my XXXX payment amount, and the representative did not know about the cancellation and referred my account to another department. I verified on Freedom Mortgage 's website the funds in my escrow were sufficient to make a PMI payment before subtracting that amount from my XXXX payment. I was later called and told I was past due by the amount of the PMI. The representative confirmed that the PMI had been canceled and there were sufficient escrow funds to make payment. At this time, I had already remitted my XXXX payment, again subtracting the PMI. After the representative advised I was past due, I logged onto the Freedom Mortage website and made a payment equivalent to two months of PMI. I received a letter dated XX/XX/XXXX advising I did not make my full monthly payment. The letter stated, " To apply the payment to your account, we have reduced the escrow portion of your payment by the difference between the full payment and the payment received. '' Today, my credit score went down XXXX points because Freedom Mortgage reported me as past due. Given that I have made both monthly payments and they sent a letter advising my payment was applied, I dispute this as proper credit reporting.
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| 03/18/2017 |
Yes |
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- Application, originator, mortgage broker
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Web |
Older American |
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According to my latest credit report, FREEDOM Mortgage has reported payments missing on mortgage account ( XXXX ) Credit report shows delinquent 30-59 days, 60 days and 90 days FREEDOM Mortgage reported delinquencies have resulted in a dramatic drop in credit scores. I find these delinquencies appalling and outrageous. Due to the numerous setbacks/delays and FREEDOM Mortgage authorization to miss two payments during closing on refinancing application, XX/XX/2016 Freedom Mortgage informed me that they could not proceed with closing until account had been brought up to date. I had been led that I was authorized to at least two payments, while preparing to close on refinance application. During this process their had been numerous setback/delays, with no explanation. Due to FREEDOM Mortgage 's unwillingness to process refinance application in timely manner, having been given the run around, having been deceived on several occasions and Title company continuous delays in approving subordination, I had been forced to enroll into the repayment plan for six months. I was in compliance with they terms and conditions. I even sent documents to support authorization to miss mortgage payments. Instead of FREEDOM Mortgage admitting that they may have been wrong and proceed to reassess the situation has proceeded to report negative comments on credit report which has resulted in a dramatic decrease in score.
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| 10/29/2019 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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Dear : Sir or Madame, Re : XXXX - XXXX XXXX XXXX, XXXX, Al XXXX Re : CFPB Report Number : XXXX ( XXXX XXXX ) Freedom Mortgage purchase my home loan, which was past due and in default from XXXX XXXX. I was in the process of having my name and responsibility removed from the mortgage being carried by XXXX, due to fact the home belonged to my ex-spouse as part of the divorce settlement. Also, as part of the divorce settlement, I was to pay my ex-spouse the amount of the mortgage for 3 years, which I did and continue to do, with the hopes that she is paying the mortgage on time.
By your company ( Freedom Mortgage ) purchasing a bad mortgage and then reporting to the credit agencies that the mortgage is past due and in default, your company has created an undue, unjustified and hardship burden upon me.
Freedom Mortgage has been sued by the CFPB, XX/XX/2017 for consumer fraud and mortgage deception. My complaints to Freedom Mortgage regarding my mortgage and the issues involved with it, date back 3 plus years.
The NJ Attorney Generals Office is reviewing the business practices of Freedom Mortgage. I have provided information regarding my mortgage complaint to both the New Jersey Attorney Genera and the XXXX XXXX XXXX
Please have Freedom Mortgage stop reporting this bad Loan / Mortgage ; stop reporting the delinquencies / past due amounts and days to the three credit reporting agencies.
v/r
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| 12/21/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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We experienced a flood in our home in XXXX, XXXX. As a result, our insurance company XXXX sent us two checks in XXXX ( each over the amount of {$40000.00} for a total amount of {$100000.00} ) for reimbursement of costs we paid to various contractors for construction work, repairs etc. Then, we began the painstaking process of working with Freedom Mortgage to release our insurance money to us. FYI, we did not select Freedom Mortgage as our mortgage lender, our original refinance lender, XXXX, sold them our loan. XXXX XXXX incompetence started at the outset with the excessive hoops they made us jump through just to get the release process started which XXXX purposely makes complicated and burdensome on the homeowner. Finally, after numerous phone calls and emails we were able to get an inspector out to our home on XX/XX/XXXX when, per the adjustor, 99 % of the work was completed. Since then, we've filed the inspector 's report and have requested XXXX to release our money since we are out of pocket in excess of {$100000.00}. They continue to hold our money for NO reason and we're going into the holidays without {$100000.00} of our money. We have no recourse against them other than filing this complaint. We fully understand why Freedom Mortgage has had to pay hefty fines in both XXXX & XXXX for various regulatory violations. Freedom Mortgage should not be allowed to operate as a mortgage lender.
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| 06/14/2021 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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I submitted to freedom mortgage on XXXX XXXX that we were approved for 10 % XXXX vets in the county that we reside in. I submitted all the paperwork to them to show that the XXXX vets was approved. I spoke with someone on XX/XX/XXXX to check on the status of the request. I was told that they have until XX/XX/XXXX to get the information. I did not hear anything back, so i called on XX/XX/XXXX. They started that they have the old information from XXXX and started that the tax assessor gave them the information from XXXX. When i applied i told them that the exemption was for the current year which is XXXX. The company closed my case and refused to get the corrected information from the tax department. Currently, they have our escrow amount at the wrong amount and is supposed to be XXXX less. Basically they are taking XXXX more than what they should be and is refusing to correct the issue. Then the supervisor asked me to get the information on their behalf which was the first time this was requested. I was previously told that they would get the amount from the tax assessor or send someone other there to get it. At this point, freedom mortgage is lying about my property taxes and refusing to get the correct information for the tax Assessor. Meanwhile they are taking XXXX more from us then is required. I really need help with this. We are being taken advantage of and rob by this mortgage company.
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| 01/03/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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my mortgage was schedule to pay via bill pay from bank, received package from mortgagor asking to submit ACH, went online and submitted all ACH information, payment was supposed to start after XX/XX/XXXX payment, but XX/XX/XXXX payment was drafted despite bill pay was delivered & posted, contacted lender that this has happened ( lender do not have curtsy to notify their error ), they want to send complete bank statement and wait for 8 business days, they said there will be no payment will be due & drafted for the month of XX/XX/XXXX, loan statement received also states the same thing BUT surprisingly XX/XX/XXXX payment also drafted! so they have been recovering payment in advance for almost 60 days! Called the lender again XX/XX/XXXX employees were so arrogant and blunt and would not process the request and would not answer any question and keep arguing, asked for Supervisor - same response, asked for supervisor`s supervisor and explained the problem that lender has created, as they are charging me interest they should pay me interest for their error & refund me extra payment immediately that is the resolution I request. Improve their process to avoid duplicate payment and train their staff to response & handle such situation more professional manner.
Employee # XXXX- not helpful, Employee # XXXX not helpful. Employee # XXXX helpful obtain info and assured work on request but no resolution.
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| 08/08/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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I have made repeated requests to have the PMI from my mortgage be removed and it has not. My Mortgage is through Freedom Mortgage and they have given me information that I do n't believe is correct - such as a loan under two years old ca n't have the PMI removed and loans that are 2-5 years old have to have a 75 % LTV amount ( I am at 71.5 % LTV ). I have spoken to numerous people during this process yet my most recent request submitted in XXXX has not been responded to. I have however received numerous unsolicited phone calls from them asking if I want to refinance my loan. I have no desire to refinance my loan with a company that wo n't communicate with me regarding inquiries I have submitted.
During XXXX of the unsolicited phone calls from them I was actually yelled at by the manager telling me I was crazy for not refinancing and that he had no idea why I where I was 'coming up with my LTV . ' His name was XXXX XXXX I emailed Freedom Mortgage after that call on XXXX XXXX and also never heard back from them with my complaint on how he treated me. I used the appraising company that Freedom Mortgage said I had to use, my house appraised for {$400000.00} and my current loan balance ( As of my XXXX XXXX statement ) on my conventional loan is {$280000.00} giving me a LTV of 71.5 %.
I have NO Idea why they wo n't remove the PMI when I have followed the steps I had to follow to remove the PMI.
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| 11/22/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Servicemember |
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Freedom Mortgage bought my loan in XXXX of 2021. Since it has been nothing but a cascade of issues like i have never experienced in the 5 years i paid this same loan to XXXX other mortgage company.
XXXX, they purchase my loan, never send me a welcome lettter, and leave me scrambling to pay my loan on time to them as i dont even know who i am paying it to?
XXXX I get notice that none of my taxes or home owners insurance has been paid as it should out of escrow. in the two months they have my loan i have now had to call each month to get them to do their job.
XXXX I am notified they are increasing my mortgagepayment by {$78.00} for the next 12 months because the cushion in my escrow account is short {$430.00} dollars, now anyone past 5 th grade knows that XXXX is more than XXXX. But They are quoting a law, stating they are right,. and increasing my mortgage for the first time in 5 years. seems very suspect XXXX brings a billing statement from this company stating that my monthly payment is {$0.00} of course when i call the automated system they state i owe my newly increased usual monthly payment. Is this not predatory > to send out a false billing statement. to hope a home owner doesnt pay their loan on time > to initiate them doing so by sending them false and misleading statements? and never correcting them > I want anyone else to service my loan and I would love this company shut down
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| 11/02/2022 |
Yes |
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- Trouble during payment process
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Web |
Older American |
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XX/XX/XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX ( XXXX ) transferred mortgage loan account to Freedom Mortgage Corp. as a Debt Collector claimed XX/XX/XXXX payment had not been remitted. Subsequently, Freedom has rejected all indisputable documentation substantiating all payments remitted timely presented multiple times. The Freedom account perfect pay [ XXXX XXXX XXXX XXXX ] has been perverted to chronic delinquent-default status, and I have been subjected to harrassment, humiliation, intimidation at XXXX XXXX XXXX as the result of being deluged each month since XX/XX/XXXX with delinquent and default notices, hand-delivered notices posted on my front door and deluged with HUD foreclosure packets, while Freedom accrues late fees, submits negative reports to government and consumer reporting agencies. My losses incalcuable, irreparable.
Note : Freedom has established pattern for targetting FHA Insured mortgages - see XXXX Prosecuting Atty v Freedom XXXX XXXX, XX/XX/XXXX.
XXXX XXXX XXXX XXXX XXXX worked to resolve for over 3.5 years through HUD, XXXX XXXX XXXX XXXX since XX/XX/XXXX without resolve. XXXX XXXX Complaints XXXX, XXXX.
But, XX/XX/XXXX Freedom 's Escalation XXXX XXXX XXXX # XXXX, XXXX # XXXX, admitted account current at time of transfer to XXXX XXXX XXXX XXXX ( XXXX XXXX x XXXX ) and I.
But, Freedom has not corrected and adjusted account from XX/XX/XXXX transfer to date.
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| 06/29/2023 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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After submitting my completed COVID 19 Forbearance request package in XX/XX/2022, I received a letter stating that you have received all the documentation you need from me and I should receive a response in the near future. After waiting some time, I called customer care requesting the status of my request only to be told I was approved for a VA traditional modification but my payment was late. I never received the decision letter and the customer care agent was able to confirm that the letter had NOT been mailed and flagged my account for escalation.
I called numerous times during the next few weeks and the incident was escalated again with no response from legal or the escalation team. After receiving no response on the escalation and customer care agent and I agreed that it might be best to submit another package. I started on the new loan modification package in May and submitted the final document needed on XX/XX/2022. Approximately a week later I received a letter stating that no further documentation was needed and I should receive a response in the near future. I was still awaiting that decision when I received the letter stating that a foreclosure hearing had been scheduled.
My home is being sold at auction on XX/XX/XXXX. I've requested an extension to try to sell the home myself because it has quit a bit of equity in it but to date I have heard nothing from Freedom Mortgage.
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| 01/23/2016 |
Yes |
- Mortgage
- Home equity loan or line of credit
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- Application, originator, mortgage broker
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Web |
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To whom it may concern, I feel that freedom mortgage is intentionally delaying the approval of my home refinance in order to gain more money out of me thru the increased fees of a rate expectation. On XXXX XXXX. XXXX I filed an application to refinance my home mortgage to pay off my credit card debt that I occurred in the repairs of my home. XX/XX/XXXX I called XXXX to see if I was approved and I was informed that my application was canceled and no explanation as to why. So I re applied at the same interest rate and the same amount to be borrowed. It is now XXXX XXXX, XXXX and I still have no approval on my refinance and I received a notice of unrealistic demands from freedom mortgage In order to come to a decision. 1. Freedom mortgage wants XXXX from all of my employers in XXXX by XXXX XXXX. By law employers have until XXXX XXXX to send out XXXX and I have not received mine so I can not comply with the demand from freedom mortgage. 2 I have given freedom mortgage all the documents that were requested of me in a timely manner and gave my reasoning as to why I did n't have some documents in my possession and freedom mortgage knowingly understood and accepted my justifications. I will not be held responsible for the delay of the approval of my refinance or any changes included by the inaccuracy and unorganized ethnics of freedom mortgage.
Thank you for your time in understanding my concern
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| 09/04/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
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On XX/XX/XXXX I notified Freedom Mortgage that I was starting a new job on XX/XX/XXXX. I requested a little leniency ( No late charges & permission to make partial payments ) to re-establish my budget. While on this call, I made a partial payment of half of the mortgage amount with the next payment following XX/XX/XXXX hire, pending first paycheck.
I was told that I was being provided a freeze, allowing me to make partial payments and no late fees until pending being up to date by XX/XX/XXXX.
In XXXX, Freedom Mortgage reported a default late payment to my credit report as well as my co-signer. Our credit worthiness declined XXXX points.
When I asked Freedom Mortgage the reasoning for this action against me, they stated they would conduct an investigation because there was a freeze on my account. Leading me to believe there had been an error. After a week of investigating. they instated that the freeze on my account did not cover negative reporting. They said I should have asked for a forebearance. This was something that shouldve been offered, but wasnt. My consistent payment history was not considered nor the effect of the negative reporting on my financial record with the credit bureaus affecting my credit worthiness and credibility.
The negative reporting has tarnished my credit report as well as my co-signers excellent credit worthiness, plummeting both scores by XXXX points.
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| 10/27/2017 |
Yes |
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- Trouble during payment process
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Web |
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I have had a home loan with Freedom mortgage for about 10 years now and XXXX of this year I received a letter from XXXX County Auditors Office telling me that they were about to auction off one of my properties because of non-payment of properties taxes. I have three partials for my property. I asked witch one and they said the one that my house was on. I told them that I pay my mortgage company to pay my taxes from the escrow. I then called Freedom mortgage and had both Freedom mortgage and XXXX County Auditors Office on the phone at the same time. Come to find out that they have not paid taxes on that property in about 8 years. But I have had them for 10 years so how it fell off Freedom mortgage did not know. I now owe over {$13000.00} in back taxes and Freedom mortgage this month raised my monthly payment from {$1300.00} to {$3100.00} to cover back taxes. I called Freedom mortgage several times to get help and was told that if I didnt pay the {$3100.00} this month it will show on my credit report as nonpayment. I also explained what I found on the internet about ( RESPA ) but they didnt care to hear it! I cant make these payments so we are about to lose our home that just last month put {$15000.00} into a new roof, driveway and new kitchen. We need help PLEASE. My loan number is XXXX I live at XXXX XXXX XXXX XXXX Ohio XXXX. Can you help? My cell number is XXXX my email is XXXXXXXXXXXX
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| 04/16/2017 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Settlement process and costs
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Web |
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I have a mortgage with Freedom mortgage and in XX/XX/XXXX I was trying to refinance my home mortgage with them it took about five months, I did not realize that my husband was on the loan because I have refinance my loan about four time already with out him but to make a long story short I get his permission to sign his name from the title company name title XXXX who received his affidavit on XX/XX/XXXX now it took them both company to XX/XX/XXXX to have the signing agent to come out for me to sign all the paperwork and this was on XX/XX/XXXX, the signing agent told me and give me paperwork stating that I do not have to pay for XX/XX/XXXX and XX/XX/XXXX rent I have two month free and in XX/XX/XXXX my rent would be XXXX dollars a months but on XX/XX/XXXX Freedom mortgage call me and told me that I did not sign my husband name correctly so it would have to been done all over again, I set it up again for the signing agent to come out a couple of days before XX/XX/XXXX but he call and say he did not get the paperwork so he cancel it, now my problem is that I found out that my husband affidavit that he sign only was for 90 days and it ending in or around XX/XX/XXXX and Freedom mortgage and Title XXXX commit fraud, they knew that what I was signing for my husband was out dated and they still let me sign, this was they plan all alone to let me sign then call me up to telling me it did not take.
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| 03/15/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Older American |
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Due to loss of income from the Covid 19 pandemic, last year I took advantage of the Cares Act and contacted my mortgage company, Freedom Mortgage, about going on a forbearance plan. I spoke with XXXX, ID no. XXXX who explained the three repayment options, one of which was flex modification which would change the terms of my loan. She said it would reduce my interest rate to the current rate.
After a trial period of first making no payments, then reduced payments, I was, therefore, shocked to receive loan documents that quoted an interest rate of 4.25 % which is significantly higher than the current rate.
More of Freedom 's trickery came in the form of the new loan papers stating my monthly payment would be {$640.00}. That seemed like a good deal until I found out it didnt include my insurance and taxes.
Further, nowhere in the loan documents did Freedom state what the total amount repaid will be after 40 years. Ive been a homeowner for over 20 years and have had quite a few mortgages and refinances. Loan documents ALWAYS state the total amount that will be repaid by the end of the loan. Freedoms loan docs to me does not do that. That is very bad faith and trickery.
I sent them a certified letter on XXXX XXXX, XXXX stating all this and requesting my interest rate be reduced to the current rate. On XX/XX/XXXX the rate was 2.338 %. Today it is even less.
I have received no response.
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| 05/23/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XX/XX/XXXX, I contacted my mortgageServicer company and requested that they remove the monthly private mortgage insurance of {$170.00} because my loan-to-value, based on a recent appraisal, decreased to 66 %. I sent them the appraisal performed by a licensed appraiser.
On XX/XX/XXXX, Freedom sent a message to my mortgage account indicating they received my request, they will research it, and anticipated an answer on XX/XX/XXXX.
On XX/XX/XXXX, I received a message from Freedom indicating that my account passed the 2-year seasoning period, but exceeded 80 % LTV. It then stated I could lower the LTV by paying {$33000.00} or obtaining a broker price opinion or an appraisal evaluation.
On XX/XX/XXXX, two Freedom reps on the phone said the LTV was based on my home 's value at closing, 5 years ago, even though I already sent them an appraisal from a licensed appraiser that was done XX/XX/XXXX. The message they sent me on XX/XX/XXXX said I could obtain an appraisal. Now, they want me to pay for another appraisal and an appraiser they choose.
It is clear, they will do whatever it takes to make it costly to me and NOT terminate my PMI and this appears to be a clear violation of The Homeowners Protection Act of 1998 ( HPA ), 12 U.S.C. 4901. et seq., also known as the PMI Cancellation Act, was signed into law on XX/XX/XXXX, became effective on XX/XX/XXXX, and was amended on XX/XX/XXXX.
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| 12/22/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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I have been trying to remove PMI from my payments, since my home value has increased way over the amount to meet the LTV requirements. I was in the middle of this process with a previous lender ( XXXX ) but during that, my loan moved to another company ( Freedom Mortgage ). I have provided the current, official tax apraisal that was done recently by XXXX county which increased the valeu of the home from XXXX to XXXX.
I waited a few months since my last complain here and contacted them, now they are saying that my LVT is not met, even that in their own report they are listing my property at XXXX USD but apparently for PMI removal they are only considering the XXXX value.
I also have received a few letters from them offering me to get money out of my loan, since my property value has increased, but they are also not considering that.
I sincerely do not know what to do next since the seasoning is definitely over ( more than 24 months ) and my LTV right now should be about 60 % and not 81 %, basically dividing XXXX / XXXX and not XXXX / XXXX.
I am attaching their last response which clearly states the value of my property ( as is ) as XXXX.
I did also speak to a loan advisor at Freedom Mortgage and he agreed that the letter was wrong since they should be calculating the LVT against XXXX and not XXXX, however he was not able to change anything since it was a different department.
|
| 01/11/2017 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
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Web |
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My Broker and I contacted a manager at Freedom Mortgage on XXXX/XXXX/XXXX asking about if they would be sending the XXXX Tax payment in. We were told that it was to be mailed out on XXXX XXXX, XXXX, upon which we told them that that would cause it to be late. I told them that I would go and pay it so that my loan would be able to be closed. I did and have copies of the paid receipt from XXXX XXXX XXXX XXXX office and also the front and back of the check. I contacted Freedom Mortgage on XXXX XXXX, XXXX and told them that I had paid the taxes personally and they said that they mailed the check to the tax office on XXXX XXXX, XXXX. I contacted the tax office on XXXX XXXX and they had not seen anything from them. I called Freedom again on XXXX XXXX explaining the situation again and this time was told that they see there was a stop payment put on the payment and to give it 14 days. I called the tax office again today XXXX/XXXX/XXXX and they still have not seen anything from this company. I have sent XXXX emails, with no response, but have received a letter from them on XXXX XXXX and again on XXXX XXXX saying that they are reviewing the information that I provided. The loan closed on XXXX XXXX and they have been paid in full. I just want to get my {$1500.00} back that I overpaid. I feel like I 'm getting the run around. They have had everything they need to resolve this issue.
Thank you,
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| 06/21/2022 |
Yes |
|
- Trouble during payment process
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Web |
Servicemember |
|
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.
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| 04/04/2021 |
Yes |
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Web |
Servicemember |
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My prior VA Loan servicer, XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX, sold my mortgage to Freedom Mortgage in XX/XX/2021. Prior to the sale of my loan, I had made one regular mortgage payment and two additional principal-only payments to XXXX. Freedom Mortgage refuses to update the transaction history to apply the payments I made to my prior servicer to my mortgage account. Additionally, I made a mortgage payment to Freedom Mortgage on XXXX XX/XX/2021 and an additional principal payment to Freedom Mortgage on XXXX XX/XX/2021, which Freedom Mortgage originally applied to my loan balance but since reversed and now refuses to apply to my loan balance. Instead, Freedom Mortgage has reallocated some of my prior principal-only payments to future mortgage payments without my authorization. I have called Freedom Mortgage more than twelve times dating back to XXXX XX/XX/2021, spoken to numerous supervisors and agents, and my loan detail remains incorrect. The last conversation I had with a Freedom Mortgage representative ( XXXX XXXX XXXX on XXXX XXXX 2021 involved Mr. XXXX telling me that I should not worry about the accuracy of the payment history as long as my credit score is not being negatively impacted by all of Freedom Mortgage 's errors relating to my account. I wholeheartedly disagree and know that I should not be paying interest on principal that I paid off dating back to XX/XX/2021.
|
| 09/16/2019 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
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|
Web |
Servicemember |
|
Freedom Mortgage performed illegal modification stating from multiple staff ex husband would be removed from loan due to extreme circumstance of ex husband XXXX XXXX veteran. I currently have a XXXX XXXX XXXX XXXX against him after he attempted to XXXX XXXX and then himself in XXXX XXXX. Freedom mortgage changed my APR % from 3.25 % to 4.75 % and now pay $ XXXX a month to get his name off. Modification never included ex husbands signature as he is the XXXX on the loan. Rate changed and then told me ex husband will NEVER be removed. I complained all the way up to the VP of Customer Service at Freedom Mortgage and was told they would only match the unaffordable 4.75 % and nothing lower for everything they have put me through. Freedom mortgage even attempted to cover there illegal modification by contacting my ex husband stating they needed his signature since they never had it in the first place to do the modification. Unacceptable as a XXXX XXXX of XXXX trying to make it after such a horrific incident. Freedom mortgage is trying to take advantage of this circumstance by not only charging a horrendous interest rate but forcing me into foreclosure because of it to inevitably foreclose on it. I truly wonder how many low income people this company has taken advantage of through the loss Mitigation unit where they do these modifications based on not being able to afford your mortgage.
|
| 01/21/2023 |
Yes |
|
- Trouble during payment process
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|
Web |
Servicemember |
|
In my first complaint I told you that I did have a escrow shortage and I didn't. Freedom Mortgage stopped putting escrow payment from my house payment in escrow, XXXX, XX/XX/2021 and XXXX, XXXX XXXX.My shortage XXXX the 4 months escrow wasn't applied equals XXXX, which would cover shortage. No could see this except me so case closed. The XXXX disappeared and I had to pay it back with XXXX they sat I have another shortage of XXXX, right after i just paid everything even. The new escrow report also says payments won't to escrow for XXXX, XXXX, XXXX which equal XXXX .The XXXX would cover the XXXX, the XXXX will disappear like XXXX from last year, because I'm paying the XXXX called 2weeks ago and the lady I spoke couldn't understand because her computer said they were taken out the escrow payment and Appling it. She said she would tell them to redo escrow report. That will not make XXXX reappear in my bank account or change the fact that I had to get loans to cover my shortages caused by paying back a shortage that didn't exist in the first place.Now I've paid XXXX, XXXX, and XXXX on another shortage that doesn't exist and the money taken out of my house payment has disappeared again. NOW I MIGHT BE 100 % XXXX XXXX XXXX XXXX But stealing ain't going down like that.I Want all my money backvthaywas stolen and compensated for the harm that it has caused my already constant painful life.
|
| 12/30/2020 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
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|
Web |
Older American, Servicemember |
|
My wife and I applied for a refinance with Freedom Mortgage on XX/XX/2020 and the process is to date, incomplete. At the onset, our loan advisor was very helpful in providing the initial loan estimate@ 2.25 %. Once our social security information was forwarded to officially apply with Freedom, all went silent. Both emails and voicemail messages have gone unanswered from the loan officer, the title company, as well as the customer advocates. Once information that is requested has been provided, it somehow gets lost and you are requested to provide the same information again. It is as though, there is an intent to stall.
This is absolutely the worst customer service experience we have had. This refinance should have been an easy and straight forward process and it is unheard of for it to take 3 months to be finalized. A streamline normally takes just a few weeks. Freedom has ran our credit twice, moved along to have our insurance update their records with them as the new lienholder ( although the loan has not yet been finalized ). The last successful communication we have received was on XX/XX/2020 advising that they were awaiting title work and approval. Nothing since.
If there is an underlying reason for this lengthy process, we have yet to be informed. We have also requested that this issue be escalated to their management team and the staff has refused to forward a contact.
|
| 05/21/2020 |
Yes |
|
- Struggling to pay mortgage
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|
Web |
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XXXX XXXX I received a letter regarding a forbearance plan but I noticed it stated that " As a result of not making of not making any payments during the term of the Forbearance Plan, you will become delinquent on your mortgage and your credit score may be impacted. '' When I attempted to make my XXXX payment the online was blocked due to a forbearance being placed on my account.
I called XX/XX/2020 to inquire about the plan once the forbearance was over and the impact on my credit score and I was told my an agent with Freedom Mortgage Corp # XXXX that my credit score would not be impacted due to it being a " national disaster and pandemic ''. I then inquired about the repayment of the missed payments and she explained the different options but then explained she could not tell me the eligibility criteria and I would need to call in the middle of XXXX to inquire about which one I was able to take advantage. She told me I could speak with loss mitigation but she came back and they declined to speak with me. I asked her how I would be able to make an informed decision without information? She had no answers and loss mitigation declined to speak to me because she stated " they have the same information I have ''. I should not feel blind sighted by this mortgage company ; I should be given the options for repayment and and criteria to determine if this program is a good fit for me.
|
| 02/21/2022 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
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We have sent in all paperwork with this company 's XXXX label that was over-nighted -- we had it notarized by our bank XXXX in XXXX MA and sent it off the following day. As I said this was about XXXX weeks ago now.
We come home last night- and I see a envelope with my name and XXXX 's with a stamped confidential logo and it is paperwork we already signed for this streamline loan mod and it got to them. WHY have they not changed their website to show we have signed the paperwork as we were told once they get that they would wipe the old existing past due clear and XXXX why WAS IT POSTED OUTSIDE on A DOOR where anyone could pull it off and read our docs that are PRIVATE!!!
We want answers ASAP -- already got an attorney in my firm to look at what you guys are doing, this is not right -- and I want answers because all you do is lie --.
Did you lose the paperwork we had notarized and fedexed to you? I would not be surprised as after speaking to your escalation dept you seem to lose a lot.
So I tested your sight to make a payment of 500 on XX/XX/XXXX just to see what it would do -- you still have the OLD INFO! -- -when I pay the rest the end if the month if that 500 isn't added and or you take the rest I pay and put it towards an old loan that is not the streamlined one that we signed and got notarized and witnesses for you -- then you will be hearing from an attorney ASAP.
|
| 05/19/2020 |
Yes |
|
- Trouble during payment process
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Web |
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On XX/XX/2020, my bank, XXXX XXXX made a payment through ACH to Freedom Mortgage in the amount of {$3500.00}. Freedom Mortgage failed to credit my account for the payment and continues to charge late payments and interest on the " missed '' payment. I spoke to a Freedom Mortgage representative on or about XX/XX/2020 about the statements I received that failed to credit my payment and the representative advised that I needed to submit a copy of the payment confirmation and documentation showing the funds were deducted from my account. On approximately XX/XX/XXXX, I provided Freedom Mortgage a copy of a letter from my bank which included my bank account number and the tracing number demonstrating the funds were transferred from my bank to Freedom Mortgage. Freedom Mortgage acknowledged receipt of my documentation on XX/XX/XXXX, and subsequently stated they want a running bank statement and not just a copy showing that the payment was deducted. Freedom Mortgage is holding and earning interest on approximately {$3600.00} of my dollars, and refuses to document the payment. I have been adversely impacted through continued late payment charged, erroneous letters and interest charges and negative reports to the credit bureau. I have spoken to two customer service representatives with Freedom Mortgage and I yet to receive resolution. Any assistance you can provide would be appreciated.
|
| 08/24/2021 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
Servicemember |
|
I BECAME XXXX IN XX/XX/2019 AND ENDED UP IN A VA XXXX AND THEN A VA XXXX XXXX. UPON, MY RELEASE FROM XXXX, I CONTACTED MY MORTGAGE COMPANY ( FREEDOM MORTGAGE ) ; TO INQUIRE ABOUT A LOAN MODIFICATION, DUE TO MISSING A FEW PAYMENTS. I WAS SENT THE INFORMATION TO FILL OUT AND RETURN, WHICH I DID. I HAVE BEEN TRYING FOR 2 YEARS ALMOST FOR THE LOAN MODIFICATION. I HAVE COMPLETED SEVERAL PACKAGES DUE TO FREEDOM MORTGAGE CLAIMING A DOCUMENT IS ALWAYS MISSING OR SEVERAL ARE MISSING. I FINALLY GOT THEM TO ACCEPT A PACKAGE ONLY TO BE TOLD THAT ONE OF THE FORMS FOR ME TO SIGN XXXX OBSOLETE. THEY SENT ANOTHER FORM TO SIGN AND I EMAILED IT TO FREEDOM MORTGAGE. WHEN I CHECKED ON THE STATUS BECAUSE I HADN'T HEARD FROM FREEDOM MORTGAGE ; I WAS TOLD THE EMAIL WAS RECIEVED IN XXXX, BUT THEY COULDN'T READ IT. SO, I REPLIED WHEN WAS SOMEONE GOING TO CONTACT ME AND THEN I WAS TOLD THAT I WOULD HAVE TO START A COMPLETELY NEW APPLICATIOON. THIS MATTER HAS BE STRESSFUL AND VERY DISCOURAGING. FOR 2 YEARS I HAVE BEEN CHARGED LATE FEES AND INTEREST ON THE LATE PAYMENTS. IT HAS WENT FROM A LITTTLE TO A LOT OF MONEY. I FEEL, THAT I AM BEING DISCRIMINATED AGAINST, DUE TO MY XXXX ( XXXX MAN AND BEING A XXXX XXXX VETERAN ). " I KNOW I AM NOT THE ONLY TO GO THROUGH THIS. I KNOW I WON'T BE THE LAST TO GO THROUGH THIS, BUT AT LEAST I WANT ELSE TO UNDERSTAND THAT THIS IS UNFAIR AND THIS IS NOT RIGHT. JUST XXXX.
|
| 01/30/2024 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
- Escrow, taxes, or insurance
|
|
Web |
|
|
We refinanced a mortgage with Freedom mortgage and set up an escrow account for taxes and insurance. We provided them proof of insurance as a closing stipulation and had the lender mortgagee clause added to our policy. Last year we received a notice that they didnt have record of our hazard insurance and they would be purchasing their own hazard insurance on our behalf. I tried calling multiple times and either the number didnt work or when I left my call back number, I would never receive a call back. Everything felt like a scam so I called Freedom mortgage, not the insurance department number that was on the notice, and they told me that it was likely a scam. Just to be sure, I uploaded a copy of our insurance to the portal for Freedom mortgage. I didnt think anything about it again until I just got another notice. I called the number and this time I was able to get through. They let me know that they charged me {$1700.00} last year for this scam hazard insurance policy and have already billed me again on the XXXX of this month. I just found out that my wife went ahead and paid the premium with our real insurance provider because she didnt know insurance was escrowed. All of this is a scam! Freedom mortgage was provided all of my hazard insurance information when I closed on my mortgage and moreover, I uploaded my policy in my loan portal. I want to file a formal complaint
|
| 02/11/2021 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
Freedom mortgage took on my mortgage in XXXX of 2020. I have through the life of the loan and several servicers made payment on the XXXX of each month.
Yet now for the month of XXXX I have received four calls asking when I intend to make payment. I tell them one, whenever I make the payment and two, I've always made payment on the XXXX.
This is harrassment. I have never received calls before when I go into my grace period which is every single month. I also received several calls regarding a refinance which I had to tell the loan officer I wasn't one, interested and two eligible. So both situations would have answered their own question if they looked at my history on the account.
I spoke with XXXX and his supervisor XXXX on XX/XX/XXXX and was told thet have to call every month because it's their guidlines. Then how come I've never received these harassment calls before? What's changed? He said it is a requirement from the financer XXXX XXXX. Secondly he said everyone who does not pay by the first of the month gets put on these auto dial lists. I find it hard to believe suddenly all of their customers are being harrassed to let them know when payment is coming each month if they take advantage of the grace period.
I was told if I continue to pay on the XXXX of each month I will always receive this call. Or many calls if I do not give them a date. This is harrassment.
|
| 11/13/2023 |
Yes |
|
- Trouble during payment process
- Escrow, taxes, or insurance
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|
Web |
Servicemember |
|
BLUF : My escrow payments are roughly {$700.00} more monthly than they should be because Freedom Mortgage has failed to complete an escrow analysis for three months, even though they have all the necessary documentation.
I bought my house using XXXX XXXXXXXX XXXX in XX/XX/2023. I got a notice that Freedom Mortgage took over my mortgage in XX/XX/2023. I received my updated Property tax information in XX/XX/2023, and I hired a wind mitigation survey to be completed, allowing me to lower premiums on my insurance through XXXX.
I submitted my property tax documents and insurance coverage on or around XX/XX/2023. I was told this would be reviewed, and my monthly payment would drop significantly. I would see this reflected on next month 's bill. I received the following month 's bill with no update to it. I called the number listed on my mortgage bill, and they said they confirmed they received the information and would complete an escrow analysis. I received the next month 's bill, and nothing has changed. I called again, and they said they didn't see an escrow analysis completed yet, but they'd put it in for one.
Today, XX/XX/2023, I called the mortgage line and asked about my bill. ID # XXXX ( XXXX ) confirmed that escrow research was done on XX/XX/XXXX, verifying that my property tax records are accurate. XXXX told me that she must now submit this for an escrow analysis.
|
| 03/01/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
|
|
Web |
|
|
XXXX 2016, I mailed my mortgage payment. The payment was lost in the mail. I received a call from Freedom Mortgage advising me that my payment had not been recieved this was XXXX XXXX, 2016 I immediatly placed a stop payment on the check at the Mortgage companys direction and paid my mortgage payment by phone. This is when my demise began I began getting calls advising me I had not made a payment. I provided an internet copy of my bank statement showing the payment had been deducted from my account. Upon reciving my bank statement I sent a copy showing the money had been taken out of my account. In XXXX I sent my check mortgatge payment certified mail. through this ordel I have spoke to supervisor after supervisor telling them I owe nothing there response was we will look into it. It appears that the person that took the info over the phone for the XXXX payment applied it to Principal again supervisor after superviosr advised me this would be fixed with no penaltys. I continue to get a call daily. they now are dunning me for the XXXX payment. They read notes each time they call and tell me this will be straightened out I continue to get a new perosn calling me daily. Typically while at work. I have never in 20 years been late on a mortgage and I am not behind now. I merely want this matter cleared up and the harrassment to stop. The incompetence of this company is horrible.
|
| 05/08/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
I have a mortgage with Freedom Mortgage corporation.
Loan No : XXXX Purchase Date : XX/XX/XXXX Price of the Property : XXXX Initial Loan : XXXX In XX/XX/XXXX I applied for a recast and during that conversation with the customer service rep, I asked them what is the regulation to drop the PMI payment, I was told that the balance has to get to below 80 % LTV.
I made a recast payment of {$50000.00} and the LTV went down to 78.6 % and in the next statement I realized that PMI is not dropped and I called them again, and now I was told I have 2 options.
1. submit a written request 2. pay the remaining balance to bring the LTV to below 78 %.
I submitted a written request and they sent a letter back asking me to get the appraisal of the property to make sure the value did not go down. as I was not ready to waste money on getting another appraisal I paid another {$2000.00} on XX/XX/XXXX towards Principal to bring LTV to below 78 %.
My PMI was still not dropped and when I called them again they said that the balance has nothing to do with PMI and I have to pay the PMI as per amortization schedule then I told them that it is not the Document that I signed and they said they can not do anything and I have to keep paying the PMI.
I request your help to get me the refund of the additional PMI they charged, at this point I feel really cheated and robbed of my hard earned money.
|
| 04/04/2023 |
Yes |
|
- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
|
|
Web |
Servicemember |
|
We were erroneously reported as 30 days late to the credit bureaus. We did not make a late payment ( nor have we ever made a late payment in our history of owning a home ) and disputed this with Freedom Mortgage.
Timeline of Events XXXX Mortgage Payment : Posted on XX/XX/XXXX XXXX Mortgage Payment : Posted on XX/XX/XXXX Thu, XX/XX/XXXX : Received letter dated XX/XX/XXXX from Freedom Mortgage indicating we were 2 months late ( the letter states {$3800.00} ) on our mortgage payment. But we paid both. ( See bank statement ) Thu, XX/XX/XXXX : Called Freedom Mortgage about the letter as both months were paid. They indicated we had a balance of {$180.00} due to a shortage from XXXX payment ( escrow increase of {$94.00} ) and then XXXX payment. Immediately paid the shortage and XXXX waived the XXXX late fee as we have never paid late. They said there would be no reporting of late payments as it was not late.
XX/XX/XXXX Received our first credit bureau notification of a late payment by Freedom Mortgage. This is erroneous as we did make on-time payments.
Freedom Mortgage did not notify us in writing of a late payment prior to the letter we received dated XX/XX/XXXX. Even then, they incorrectly reported stated we were 2 months late even though bank records reflect payments made.
We have asked to Freedom Mortgage to remove the late payment on our credit reports but have not.
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| 03/31/2021 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
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I refinanced my VA loan with XXXX XXXX XXXX XXXX in XXXX of XXXX at 2.75 %. It cost me about $ XXXX to do the refinance, but it was worth it as the rate came down significantly. XXXX XXXX then sold or transferred the loan to Freedom Mortgage Company. A loan officer called me on XX/XX/XXXX from XXXX asking me to " call as soon as I can '' regrading my mortgage. I called him right away - assuming that something was wrong or there was some kind of problem. It turns out he was just trying to get me to refi again. I mentioned that this seemed like " churning '' as I literally refinanced less that XXXX year ago and that the rates are about the same right now ( in fact, current VA rates are a little higher than my existing rate ). I told him it was unethical to call me to do a refi in these conditions, and that he should have made clear in his message that it was a sales call. I asked that he not call me any more and that in the future if I wanted to refinance I would initiate it. He called me again the very next day - leaving a message to see " if I had any more thoughts '' about refinancing. So ... I am making this report because I want them to leave me alone - AND it seems obvious that trying to get someone to refinance a mere XXXX months from a refi is textbook churning - it would not be in my financial interest and would only generate commissions and fees for his company.
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| 09/25/2018 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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On XX/XX/18 I signed documents to refinance my mortgage from Freedom mortgage XXXX to XXXX XXXX XXXX company. My loan XXXX XXXX from XXXX XXXX had stated not to pay our monthly payment because XXXX XXXX would be paying off the remaining {$17000.00} balance per wire transfer. All accounts such as taxes, title company, credit cards were paid off by XXXX XXXX on XX/XX/18 which was the disbursement date. Freedom Mortgage XXXX reported the payment late to the credit bureaus which caused my credit report to drop from XXXX to XXXX. I have called and sent XXXX XXXX the disbursement summary to show proof that it was disbursed on XX/XX/18 but they state that the payment was not received until XX/XX/18 since they are on the east coast. XXXX XXXX XXXX has now sold my loan to XXXX XXXX and XXXX will not return my calls or emails even though she stated she would help me resolve this. XXXX XXXX should have made sure that the payment would be received in a timely manner since XXXX the loan XXXX specifically stated not to make the monthly payment and they would handle it.Neither company will help me in resolving this matter. I have never been late on a mortgage payment and I trusted XXXX XXXX to payoff my balance on time. I don't know which company is at fault but how can I take a drop in my credit when I have never been late on any payments.I need help to resolve this issue. Thank you.
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| 01/12/2018 |
Yes |
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- Struggling to pay mortgage
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Web |
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In XX/XX/XXXX I fell behind on my mortgage and racked up some debt due to several visits to the ER and absences from work.
I reached out to my mortgage company, Freedom Mortgage and applied for loss mitigation. I submitted paper work on XX/XX/XXXX and after some back and forth dialog regarding one missing signature on a document, I submitted the final document on XX/XX/XXXX. I then received a letter dated XX/XX/XXXX stating my application as of XX/XX/XXXX was " facially complete '', and that a final decision is expected to be communicated withing 30 days.
Instead I received two letters after XX/XX/XXXX, dated XX/XX/XXXX, stating my request for assistance has been received, at this time you application is incomplete, requesting all the documents I had previously submitted. Essentially starting the process all over again and negatively impacting my time line to request assistance and receive the appropriate assistance.
All the documents requested are documents that were already provided. I believe this is intentional, the customer support team apologized and said they do n't know why, but this happens ALL THE TIME. The words of several customer support representatives.
This is wrong and negatively and unfairly impacts people looking for assistance during trying times. Again, the items that they are requesting are the same items they described as facially complete.
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| 08/02/2018 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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On XX/XX/XXXX my mortgage company increased my escrow payment effective for XX/XX/XXXX. I contacted the mortgage company after receiving this in the mail on the following dates ; XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. When I called I Informed them on several occasions that I was a XXXX XXXX service connected XXXX veteran on a fixed income and that the increased payment was going to be financially burdensome. After speaking to a representative at the company I was asked to provide proof that I would be receiving a XXXX veterans homestead tax exemption which would have made it possible for them to have my escrow payment lowed. During a conference call with my county and the mortgage company some records were sent to verify my tax exemption status. Those records were received by my mortgage company however, they have refused to lower my escrow payment after I have made several request, both in writing and verbally over the phone, with over 10 different employees. Some of whom I was told were supervisors. I have told them several times that they have overestimated my taxes due to my tax exemption but when I call they are often rude and not helpful. After trying to get this fixed before the new high payment went into effect, I am left here at the due date trying to come up with the funds so I don't loose my house.
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| 06/15/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
Servicemember |
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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
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| 06/06/2021 |
Yes |
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- Trouble during payment process
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Web |
Older American, Servicemember |
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House damaged in tornado XX/XX/XXXX. Insurance company assessed damages and issued check for repairs XX/XX/XXXX. Mortgage company has had endorsed check and documents they requested via letter since XX/XX/XXXX. Sent confirmation email to us XX/XX/XXXX confirming all doc 's received and review process started. S/W someone in the Loss Drafts Dept on XX/XX/XXXX who confirmed review process was completed XX/XX/XXXX and disbursement check ( first of several to be made ) would be issued within 10 business days. Check should have issued by XX/XX/XXXX. Called company XX/XX/XXXX to check status-was now told something else ; asked to speak with Supervisor-was given a name and told they would call me back. No call ever received. Called company again XX/XX/XXXX and spoke with a Supervisor-was assured they had authorization to issue the first disbursement within 2 days ( by Fri XX/XX/XXXX ) and was mailing it Priority Mail. Check has not been received. I have sent 3 emails and called and left messages - not getting any response from anyone. Mortgage company has had our repair funds for 30 days - we have been out of our home 2 months and 11 days and no repair work has begun because we can not get the money for repairs from the mortgage company. When you call their Customer Care line in the Loss Drafts Department, the usual wait time for someone to pick up the call is 15-20 minutes.
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| 06/05/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I have divorced my ex-wife and I went through the assumption process with Freedom Mortgage Corporation ( Existing Lender ) after getting all cleared/submitted and completed when I accessed my loan in the XXXX APP from Freedom Mortgage there was a duplicate loan showing in the screen with the exact information, however the Loan Term shown XXXX yrs ( did not match my Closing Disclosure at XXXX XXXX mo due to the assumption ) nor the monthly payment described in the XXXX $ XXXX XXXX. After several calls and time spend of reporting these issues, I was told to create a new account however when I tried there was a XXXX message telling me that the information was incorrect then I had to call XXXX several times after this and today I have been notified that my access was cut/deleted that I won't have access to my loan using the website due to concerns of me having to access information from my ex-wife ( Which by the way the only info in the website was her name and nothing else ). I believe XXXX is not taking care of me as a customer as well as limiting me the ability to manage my account as any other of their customers, needless to say but I have never missed a payment.
I believe they need to correct this issues as soon as possible and make sure I have the same level of access of another of their customers including the ability for me to manage my account at my own will.
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| 03/15/2022 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I started the process to refinance with Freedom Mortgage back in XXXX of 2021. I submitted all documentation that was required of me immediately. I would have to make calls frequently to try and obtain the status of my refinance. I finally found out in XXXX that my loan had just been ( supposedly ) sent to the underwriter then, which it had not.
I have been assigned XXXX different liaisons, and have a hard time getting any feedback, and it seems when I do get a callback, I am given incorrect information.
I have received numerous calls where I have been asked to submit documentation that has already been submitted, been told my loan has been approved, been told my loan has been escalated, and asking to re-pull my credit report for the final approval.
Then I start receiving phone calls from other mortgage companies, telling me my loan wasn't approved and maybe they can help me.
How does another mortgage company know my loan wasn't approved before me? And just hours after my credit report was pulled again.
I have been put through XXXX on this refinance, I have been lied to over and over and over again, been given incorrect information on a regular basis. How is this a good business practice, how can such a large company still be in business?
I am quite upset to say the least on this matter. I feel someone needs to be held accountable for these actions.
XXXX XXXX
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| 11/12/2018 |
Yes |
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- Trouble during payment process
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Web |
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In XX/XX/XXXX and XX/XX/XXXX Freedom Mortgage lost my mailed in payment and filed derogatory reports to the credit bureaus. Though I immediately responded to them when they called stating my account was late with the check numbers, tracking numbers ( proving delivery of payment ) and amount of payment, EACH TIME they would not accept this information to begin to research the lost payment. EACH TIME they REQUIRED me to provide the front and back copies of the payment before they began to research. EACH TIME they provided the credit bureaus with derogatory reports about my payment history. EACH TIME their collection agents erroneously called me multiple times a week. This is highly unprofessional on Freedom Mortgage 's behalf to misplace payments and falsely state to credit bureaus that customers are late on mortgage when in fact their employees are negligent in their processing of payments. When Freedom Mortgage recognized the error, they should have IMMEDIATELY submitted corrections to my credit report rather than wait for me to continuously follow up with them regarding this error. In an age where EVERYTHING is maintained online, it is hard for me to believe that Freedom Mortgage is unable to search check numbers and access how the money was applied on their end. Freedom Mortgage should IMMEDIATELY change their procedures for the applications of mailed in payments.
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| 07/14/2020 |
Yes |
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Web |
Older American, Servicemember |
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after numerous attempted phone calls numbering into the double digits of transfer & voice mails and E-mails I have not been able to resolve my refinancing my mortgage loan application as of XX/XX/XXXX because of a loan suboardination response from XXXX XXXX as the holdup for the loan. It feel 's like I am stuck between to financial svc Giants that are jerking me around. I am a XXXX yr old XXXX XXXX XXXX XXXX XXXX that's had a full blown XXXX & XXXX XXXX XXXX etc - etc. I am at present a Freedom Mortgage Holder and have E-mailed them the suggestion of a novel idea which would be to integrate the HELOC loan into the mortgage loan. It seems everything stopped in the loan process when the suboardination release came into play with the loan. I thought with my credit score of " XXXX '' & my payment history of never ever missing a payment since XX/XX/XXXX that I have owned the home. I also got an interest rate lock agreement of 2.75 % from them. I believe I spotted the problem looking at that agreement which shows the market value of my home at {$410000.00} which is incorrect because that was the value of it 6years ago. The current XXXX Property Tax Notice market value is {$550000.00} I believe II have enough equity because I only owe {$340000.00}. I believe this meets the Loan To Equity standard. In these last few months I have really become frustrated no " LIVID ''.
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| 01/02/2019 |
Yes |
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- Trouble during payment process
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Web |
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Good morning, Like every month ; I logged in to my mortgage account online on XX/XX/XXXX at around approx. XXXX XXXX to verify if all recurring payments are correct.
Payments should be set up as : XX/XX/XXXX XX/XX/XXXX No payments were showing, I immediately contacted the mortgage company - but due to XXXX XXXX 's - the company was closed.
I contacted them today, XX/XX/XXXX at XXXX XXXX to verify why no recurring payments are showing. I was informed that someone logged in to my account and canceled the recurring payment option and in order to become eligible again- I'd have to submit another mortgage payment 30 days in advance ( even though I've submitted this amount back in XXXX to take become eligible ).
I informed the agent that I did not log in to the account and I'm concerned of security breach. The representative insinuated that my husband maybe the one who canceled the payments. I informed her that it wouldn't make any sense why he would do so? I also asked why no email or letter was sent out to inform me of the cancellation. She was unable to help me out with my concerns or transfer my call to another representative. After many requests to speak to someone else, she informed me that the only other way to speak with someone is if I call again. I've tried reaching out again- but have been on hold for the past XXXX minutes.
Please advise.
Best regards
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| 07/16/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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These people bought my mortgage a few years back, and are the worst I have ever seen in terms of customer service, and that is quite a statement.
I have run call centers/helpdesks for some time now, and if my staff or response times were anything like this, I would expect to be fired. After waiting 15 minutes to speak with someone, I had a complaint about a fee they wanted to charge me for a piece of basic information ( payoff quote ). I asked to speak with a supervisor, and was told that none were available ( strike one ). I was told that I would be given a call back - when I asked what the timeframe was I was told 72 hours ( strike two - three days, really )?
Strike three was when I was told that " supervisors do n't leave messages for people if they ca n't get in touch with them '', this in response to me saying that I had never heard back about another complaint I had with them a few months ago. I was told that someone " tried to call me '' three times, but did not get me. Absolutely pathetic - I have no missed calls or messages from them.
At the end of the day, I need this information to get away from this pathetic company, so I will pay the fee. Exactly what they are counting on me ( and XXXX other customers ) doing because they assume that we will just " go away '' when there is no available escalation path within the timeframe that we need the info in.
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| 08/17/2022 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
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To Whom it may concern.
I'm writing this because I was in a Forbearance and came off and resumed payments of {$1400.00} beginning XX/XX/2022. A modification was set up to off set back payments. I've been in contact with my mortgage company ( Freedom Mortgage ). I've been informed by my mortgage company that I'm delinquent. I'm so confused, because I've been making payments of {$1400.00} and my payments are {$1400.00} since XX/XX/2022. I just learned that I owe a balance of {$360.00} from the modification. My mortgage company never informed me of any balance I owed. I just kept receiving delinquent notices. I spoke with a representative on Saturday, XX/XX/2022. I asked her to informed me of each payment and how it was applied. We stopped at XX/XX/2022. This is when my account stsrted showing delinquent. I can not understand why this {$360.00} was not part of the modification. I informed my mortgage company each time they call I do not have any additional funds. I have received threatened calls and each representative seems to be confused. I answer every call, because I did nothing wrong, but pay more then my mortgage on time. My quality of life has been affected. I just put a roof on my home and I have flood and wind damage in my basement. Sharing this information makes me feel violated for simply doing the right thing.
Thank you so much XXXX XXXX XXXX XXXX XXXX
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| 07/19/2019 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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My husband, XXXX XXXX and I, XXXX XXXX had a mortgage loan with XXXX XXXX. The loan was sold or assumed by XXXX XXXX. We did not receive the new payment information in time for us to make the payment to the new lender. We missed it by one day and they reported it aas a 30 day late. We paid that loan of in XX/XX/2015. Freedom Mortgage is reporting that the loan is paid off but stating over the various credit bureaus that we are 30 days behind but showing it as 30 days for different months under my name XXXX XXXX & my husband 's name XXXX XXXX making it look like we have 4 30 day lates. The account with Freedom Mortgage is XXXX. This was a joint loan that was acquired by XXXX XXXX. The item from our report shows the variation between XXXX and XXXX XXXX. XXXX doesnt have loan XXXX reporting to them. XXXX is stuck at a 30 day late with the balance showing. For XXXX XXXX, its updated to a balance not owing but your items shows paid where XXXX XXXX is stuck in the 30 day late position. Plus, with XXXX XXXX, the 30-day late history differs. XXXX XXXX, has the dates at XXXX & XX/XX/2015 late and XXXX XXXX at XXXX & XX/XX/2015. This makes us look like we were 4 times 30 days late which is not true. This has caused us to pay a higher interest on all of our purchases since XX/XX/2015 and now prohibiting us from purchasing a new home. Please help us fix this error. Thank you
|
| 12/06/2015 |
Yes |
|
- Settlement process and costs
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|
Web |
Older American |
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On XX/XX/XXXX, my home at XXXX VA.was officially closed ( Acct # XXXX old loan number, Va loan, XXXX XXXX , .-XXXX new loan number, FHA, Freedom Mortgage. Freedom Mortgage did a FHA refinance, but since I am a XXXX Honorably Discharged XXXX, I should recieved a Va refinance. I brought XXXX back on XXXX XXXX ( Va loan ) I want a refund from Freedom Mortgage ( FHA over pay ) from XXXX toXX/XX/XXXX for the FHA loan. I am XXXX years old, a senior citizen, and I feel that I was taken advantage of.
On XX/XX/XXXX and XX/XX/XXXX by XXXX XXXX XXXX ( XXXX XXXX Sales and Marketing Representative, Phone number XXXX, I had my new home home, XXXX XXXX XXXX XXXX, I had my new home constructed by this company. I was told by XXXX XXXX that based on my debt to income ratio, I had to rent XXXX in order to purchase XXXX XXXX XXXX XXXX. According to my checking account on XX/XX/XXXX I had, {$34000.00} in my checking account, so my finance statement was not a problem, and I was able to buy a {$240000.00} new home, from, XXXX XXXX. According to XXXX XXXX XXXX XXXX, a finance consultant with, Low Va Rates, Va Mortgage Experts- phone number XXXX, XXXX XXXX XXXX said if anything, I should have been told to do a short sale of XXXX But with about {$23000.00} in repairs and upkeep, and evictions since XX/XX/XXXX, selling sounds lick a better ideal. By the I want a {$23000.00} refund as well.
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| 06/24/2022 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
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|
Web |
Servicemember |
|
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.
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| 08/15/2020 |
Yes |
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- Trouble during payment process
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|
Web |
Servicemember |
|
When Covid hit, I lost my job. My husband is XXXX and we only have his XXXX as income. I called Freedom Mortgage around XX/XX/XXXX and told them about our situation. They explained that they were working with people to not report them on credit and not charge them late fees, due to the pandemic. I explained that I was just waiting for my husbands XXXX check but we never know when it will come.
On XX/XX/XXXX I made my mortgage payment of {$1100.00} to Freedom Mortgage, via their website. On that same day I received a email confirmation that I made the payment. but the email had the date XX/XX/XXXX on it. I have attached a screen shot of the email. In the upper corner you can see the email was sent on XX/XX/XXXX.
On XX/XX/XXXX I got a credit notice that Freedom Mortgage had reported me more than 30 days late. I made my payment before the end of the month. So I immediately contacted them.
The rep at Freedom told me that they must have just taken too long to process the payment and that there was nothing they could do. I have spoken with many reps via phone, email, and online messaging, and no one will help me.
I need the late report taken off of my credit and out of their system. Their lack in proper processing time and lack of notice for longer than normal processing time is unethical. It is greatly affecting my credit and opportunity to refinance my home.
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| 10/27/2016 |
Yes |
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- Loan modification,collection,foreclosure
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|
Web |
|
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On XXXX/XXXX/2016, I notified Freedom Mortgage about my financial hardships and that I wished to go through the loss mitigation process. I received a loss mitigation package from them requesting that I sign a few documents and send back some documentation as well. I forwarded the package back to them via email on XXXX/XXXX/XXXX once I finally received the package. Included in the package was a hardship letter ( per their request ) to explain the hardship I was experiencing. The letter also explained my situation regarding banking accounts. On XXXX/XXXX/2016, as I caled in to make a monthly mortgage payment, I asked if loss mitigation had any news for me regarding my request for modification. I was told by the rep that took my payment, they still needed all pages from my bank account. I explained for the 3rd time, that I did not have a bank account as stated in the letter ( obviously they have not read ), so stop asking and let 's move forward. That rep stated that she was going to notate that on my loan and have a manager review it to get the ball rolling.
It has now been more than 30 days and they have stopped all communication with me. I spoke with a rep today as I was making another monthly payment and she stated the same thing about the bank account documentation. It is as if they are delaying the process on purpose so that they can foreclose on the home.
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| 03/30/2023 |
Yes |
|
- Incorrect information on your report
- Account status incorrect
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|
Web |
Servicemember |
|
XXXX XXXX XXXX XXXX XXXX XXXX XXXX WA XXXX I checked my credit report and noticed that there were late payments reporting on my credit from my mortgage company, I noticed they were inaccurate because it was during the covid payment deferment, so no payments were due. I sent a dispute to the mortgage company and the credit bureaus, they wrote back and removed SOME of the late payments, but not ALL of the late payments. They admitted they reported in error and admitted to breaking the law, but they still kept some of the inaccuracies on my credit report. Just today, I checked my credit again and they added a NEW 180 day late payment to my credit report which dropped my scores significantly. I'd like to request that the mortgage company remove all of the inaccurate late payments from my credit report and stop trying to ruin my credit over blatantly inaccurate items reporting.I have been enrolled on 2 forbearance from XXXX XXXX XX/XX/XXXX. Once the forbearance plan was over on the 1st one, I was in review for a loan modification with kept my mortgage current. The review was complete and enrolled me into a special forbearance plan from XX/XX/XXXX XXXX. The entire time I was current o. Mortgage. I spoke with Freedom mortgage and they realized that they made a mistake and notated that on my fie. They told me to go through the dispute process to have the items removed
|
| 05/25/2018 |
Yes |
|
- Struggling to pay mortgage
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|
Web |
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I requested a loss mitigation review for a modification to help bring my account current. The correspondence between the loss mitigation team at Freedom Mortgage and myself has been slacking.
First, I have not received the acknowledgment letter that was supposed to be dated within 5 days of receipt of my documents advising me of the missing items. Yes I received a call, but they stated a letter was sent out. I advised them that I was at work, unable to write things down as I operate construction vehicles ( dozers, etc. ). They said no worries basically because this letter was supposed to be sent out. NEVER RECEIVED IT. I know according to the CFPB and OCC regulations, they are in violation of notifying me of my missing information.
Number 2, Just 2 days ago, I finally received the SPOC letter advising me who my contact was. This should have been sent to me as soon as my documents were first reviewed. Not 3 weeks later. I am aware of the regulations and compliance rules/laws.
3rd issue, I was advised my 4506T form was incomplete, when I review the sample provided verses the one I submitted, EVERYTHING is filled out correctly. This is alarming to me, as I now feel that Freedom Mortgage staff might not be able to review the documents in the proper manner. How do I know they will calculate my income, expenses, and review all the rest of my documents correctly?
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| 06/23/2016 |
Yes |
|
- Loan servicing, payments, escrow account
|
|
Web |
|
|
I have been charged late fees and have received late notices as a result incorrect information. This is in regards to my account. I am certain this is a result of my escrow account ( homeowners insurance ), where they say I have insufficient funds to pay my homeowners insurance. The insufficient amount is approximately around {$1.00} XXXX - {$2500.00}. I can not understand this negative balance. I do suspect the amount is not correct just by virtue of having made all of my scheduled payments without any being past due. They sent me a notice in XXXX 2016 stating my monthly payment would rise from {$370.00} to {$540.00}. In order to start to pay down the insufficient escrow balance and it would be current in one year. I disputed over the phone w/ a Freedom Mortgage Representative. They said their records indicated I had a negative escrow balance. At which time I accepted their analysis and stated, I could not afford to pay {$540.00}. And I requested a smaller payment amount where it would take a year longer to reach a positive escrow balance. A representative was able to make the necessary arrangements where my new payment would be {$450.00} for 2 years.
I started making that payment amount in XXXX 2016, XXXX 2016 and XXXX 2016. Each month was paid on time and before the late date. I have the cleared checks from my financial institution to verify all payments.
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| 12/18/2023 |
Yes |
|
- Trouble during payment process
- Escrow, taxes, or insurance
|
|
Web |
Servicemember |
|
I am a total, permanently XXXX veteran with a VA mortgage with Freedom Mortgage.
I am exempt from paying property tax in WI.
Over the course of this past year Freedom Mortgage has acknowledged my property tax exemption status, not charging/billing me for any escrow amounts for property tax in my monthly bill. My monthly mortgage payment had been : XXXX of {$310.00}, XXXX of {$280.00} and XXXX of {$100.00} for Home Insurance, for a total monthly bill of {$700.00}.
However, just last week Freedom Mortgage sent me letters demanding that I pay them {$1200.00} every month beginning in XXXX of 2024. That amounts to over {$6000.00} over the course of the upcoming year which Freedom Mortgage wants to keep in escrow to pay property taxes. BUT I AM EXEMPT FROM HAVING TO PAY PROPERTY TAX.
Freedom Mortgage has in their records the official letter / certification from the Wisconsin Department of Veterans Affairs confirming my tax exempt status. But for some reason they are no longer taking this seriously. This exemption that I have never expires. It says so on the certification letter.
Freedom Mortgage seems corrupt to the core, trying to extort monies or advantages any way they can. Your agency recently fined Freedom Mortgage {$1.00} XXXX dollars for giving illegal kickbacks to realtors/real estate brokerages.
Freedom Mortgage needs to be taken to task again.
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| 06/11/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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Web |
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Due to a recent escrow change in XX/XX/2023, my usual automatic monthly online payment was made in the amount of {$690.00} versus the new increased amount of {$790.00}. As a result, Freedom Mortgage placed my on-time {$690.00} payment in a suspense account and the payment was not applied to my balance. This created a 'late ' payment status that was reported to the credit agencies, causing a significant impact to my credit score.
When I reached out to their customer care team, my request to update ( remove ) this late payment status to all credit agencies was declined. I was informed a letter was mailed to me to notify me that my payments were increasing in XXXX. Unfortunately, I did not receive this letter. Had the letter been sent as certified or trackable- or even a different color paper or envelope to differentiate it from the barrage of marketing collateral from Freedom Mortgage - I would have received it and would have adjusted my online banking payments accordingly.
I've reached out to the following people, and none have provided the courtesy of an acknowledgement of my request. None of the executives have responded to me.
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
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| 09/22/2020 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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Tried refinancing my mortgage with my current mortgage company, XXXX ( recently acquired by Freedom Mortgage ). I was told by both the loan officer and loan processor that I can use my payment from XXXX towards the closing costs of the loan. We closed on XX/XX/XXXX, the loan processor assured me that no payment was needed to be paid for XXXX as my loan was going to be funded and would cover any outstanding amounts. On around XX/XX/XXXX, I received a message from both the loan processor and loan officer saying that I was not going to be able to refinance my loan because the loan didnt fund on time and I had a late payment on my account. They reported XXXX as late to the credit bureaus, lowering my credit by over 80 points. I was also told that I wouldnt be eligible to refinance my loan for another 6 months. I spoke to one their VPs and he assured that they would fix the mistake as I had followed all their instructions and it was their fault that this problem had happened. They removed the negative mark from credit report and assured me that we were going to be able to go through with the refinance. I filled out all the paperwork for the new refinance and was waiting for a new closing date when yesterday I received a message from a new loan officer saying that they will not honor their promise to allow me to refinance because of the missed payment in XXXX.
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| 01/09/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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After falling for a loan modification scam and paying a company called XXXX XXXX, we have been working with a HUD housing counselor to try to prevent our foreclosure and get back on track with our mortgage. We have been trying to submit a loss mitigation packet with Freedom Mortgage and have been getting the run around. We submitted an application and documents on XX/XX/XXXX. When our counselor followed up on XX/XX/XXXX, she was given a list of additional documetns and was told by Freedom Mortgage that we did not sign the financial report, a form designed by Freedom Mortgage which does not have a borrower signature line or page. When our counselor called back, the representative from Freedom Mortgage told our counselor that there is not a signature page and that we should sign the bottom of every page of the application. We submitted all of the additional documents on XX/XX/XXXX. When our counselor followed up again, she was given a different list of requested documents. They are now requesting new paystubs, which they did not request on XX/XX/XXXX, even though they had it noted in their system at that time. They also now would like a signed financial report and stated that they accidentally mislabeled the signature line as the contributor signature and that we should have known somehow to sign that even though we are both borrowers and not contributors.
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| 09/03/2021 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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XXXX XXXX is who we were with until XX/XX/2021 that's when we got our notification in the mail that they were selling our Mortgage to Freedom Mortgage starting on or effective by XX/XX/2021 Freedom Mortgage will become our new service provider of our Mortgage. I have tried and tried to call and get a new Account number to pay our Mortgage and they say they don't have one for us yet. And that it could take awhile to get us one. NO NO that doesn't work for us. Both of these Mortgage Companies are breaking Laws Period. First we Never got a reasonable notice of transfer of our Mortgage with Homepoint under 15 days Not Legal at all. and then our new Mortgage Company Freedom doesn't want to give us a new account number so we can pay our XXXX 's Mortgage payment now. They said it could take awhile to get into the system No Way can this be Legal to Not Take a Payment from a New Customer or to Not provide us with a new Account number at all is it? How come wee can't pay on our Mortgage Now or even get an account number from Freedom Mortgage at all?
In 12 days they could show us as we payed Late. We have NEVER paid Late. In fact our Mortgage has always been taken out Auto pay on the XXXX day of the month for 10 years.
They will not give us an opportunity to pay on our Mortgage at all. Please HELP us in this matter in anyway possible to get resolved. Thank you.
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| 10/31/2023 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
- Delays in the application process
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Web |
Servicemember |
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XX/XX/XXXX - I requested loan assumption be initiated by Freedom Mortgage with documented/signed third party authorization and buyer information of my home that I have financed with Freedom Mortgage. Representative claimed they would call the buyer ( person assuming my VA loan ) within one week.
As of XX/XX/XXXX, buyer has yet to be contacted. After 5 attempts ( XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX ) to contact a live representative ( XXXX XXXX XXXXXXXX ) within the loan assumption department since XX/XX/XXXX, neither my buyer, nor myself have been able to reach a human being. XXXX 's voicemail promises a callback within " 24-48 hours ''. Still no returned call.
When I did speak with XXXX on XX/XX/XXXX, she mentioned that the process would take 60-90 BUSINESS DAYS to complete.
As a XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, I can attest that this process is not hard. It would take a processor 1 week to verify employment and assets. It would take an underwriter one DAY to review all documentation to make a decision. Inspections are not required. Appraisal is not required. It's a basic credit underwrite. They claim that they have heavy call volume. Maybe they should HIRE???
This appears to be an intentional delay that is specific to discriminating against Veterans who are trying to sell their homes via VA loan assumption.
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| 04/20/2018 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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We had started having ACH blocking issues with our back which resulted in a return of ALL payments paid in this manor including our mortgage. Once we noticed the amount of fees we were being charged we realized there was a problem. After of 6 months of these returns and the run around from the bank it was shown that a representative had placed a block on ALL ACH payments instead of a single one that was requested.
We had spent all that time catching up on all returned payments because the amount paid in fees left us short and we are on a fixed income. We tried working with the Mortgage company thought this entire time and set up payment arrangements starting in XX/XX/XXXX. Our payment for the first installment was sent by mail which was the only method accepted, but never made it or was not received in which we were NEVER informed of this. After attempting another refinance to start fresh we discovered that the payments were missing. This started us down the path of Loan Modification in which we were denied at the end of XXXX, we appealed and were denied and NEVER informed and our house was put in Foreclosure XX/XX/XXXX and we were NEVER informed. We found out when I called to see about the Appeal. All the while we were told to NOT PAY!
We are now attempting to stop the foreclosure by applying for modification AGAIN but still getting the run around.
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| 01/21/2016 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
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I recently purchased my first house ( late XXXX XXXX ), and within the first 2 weeks my mortgage was transferred from Freedom Mortgage to XXXX and I received a welcome letter from XXXX. Then within the next week or so I received a bill from Freedom Mortgage and did not receive anything from XXXX.
So I paid Freedom Mortgage on XXXX XXXX, with the understanding that they would transfer the money to XXXX accordingly.
Around XXXX XXXX I receive a call from XXXX XXXX XXXX saying that I have not paid my mortgage. This has led to numerous calls to both banks ( at times XXXX way calls between myself Freedom Mortgage and XXXX XXXX XXXX ).
As of today XXXX claims they took over my mortgage and I have not paid them for the XXXX bill and owe them the money for XXXX and will have to pay them XXXX XXXX and Freedom Mortgage is claiming that XXXX XXXX XXXX did not take over my mortgage and will not release my payment for XXXX and I have to pay them on XXXX XXXX.
I originally got a date of XXXX XXXX from Freedom Mortgage saying this would be resolved, and when I did n't receive a phone call from them on that date I called them to find out that they have moved the completion date of my request to XXXX XXXX. Which I explained would force the situation that, come XXXX XXXX I will have XXXX banks telling me that they own my loan and I owe each of them the payment.
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| 03/24/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My loan was sold off in XX/XX/XXXX from XXXX to Freedom Mortgage. Freedom Mortgage has failed to acknowledge payments made with XXXX that were advance mortgage payments that were paid ahead in time. Even though I have provided all documentation proving these payments were made and they are aware these payments were made, they are failing to report XXXX and XXXX escrow payments and causing my account to go into an escrow shortage because they feel since these payments were made when I was with XXXX, they dont need to do anything. Also, anytime I make a payment over the phone to one of there live agents, they seem to not understand on how to properly distribute payments when they receive them, as they will put 100 % of your monthly payment into only principle and causing the rest such as escrow and interest to not be paid for. As of XX/XX/XXXX, they falsely reported to my credit company that my mortgage balance increased by {$2500.00}, causing my credit score to drop. They have not provided any documentation showing there findings, nor were they professional at any point during the process. Freedom Mortgage is not a professional mortgage company and are responsible for mismanaging many peoples loans. Please investigate this mortgage company and investigate my concerns, or there errors and there mistakes could cause me to go into foreclosure. Thank you
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| 03/09/2022 |
Yes |
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- Trouble during payment process
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Web |
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In XXXX of XXXX our mortgage went into forbearance for covid 19.
In XXXX of XXXX I called and asked to make arrangements since we couldnt pay the forbearance amount in total. We were approved for a mortgage adjustment. Payments were to begin XX/XX/XXXX. We were sent a packet with information to be notarized. We were told the mortgage company was providing the notary.
The notary kept making appointments and cancelling or not showing.
We called and were told we were going to receive a different adjustment with payments starting XX/XX/XXXX. I called in XXXX because we had not received the paperwork. I was told we would be fine and to make a payment. We made a payment.
The paperwork did not come. In XXXX I called about making a payment. I was told making a payment could interfere with the adjustment of the paperwork was not complete. I was told we could make the payments retroactive to XXXX with the paperwork. We never received the paperwork.
I called in XXXX and was told that the paperwork was not generated. That a new plan was made. That the payments could not be retroactive.
We are trying to sell our home and move to a different situation. We will need financing. In order to get financing we need three on time payments. The mortgage company is interfering with this. We have received complicated and contradictory information. We need help,
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| 08/29/2020 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
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Freedom Mortgage contacted me to thank me for my service and offered to refinance my mortgage loan at no cost to me with exception of the VA funding fee. Freedom Mortgage then gave me a loan estimate which had high closing costs as well as a higher interest rate than the national average. I didn't agree with the first estimate and told them i was no longer interested and decided to look else where. The lender then sent a new, much more reasonable loan estimate, which included lender credits as well as a great interest rate. I changed my mind again and decided to proceed. Freedom Mortgage then sent a final closing document 2 weeks later for me to sign so we could get a closing date scheduled. After reviewing the final closing documentation I quickly realized this was completely different from the 2nd loan estimate I received, the lender credits went away, closing costs doubled and the payoff for what I currently own on my house was higher than what I actually owed. I contacted the loan officer regarding the changed details. I was told the numbers were not accurate and they would change later and I just need to sign. Do not use Freedom Mortgage, they are not ethical and are trying to take advantage of your refinance. This was a waist of my time as well as another knife in the back of yet another unethical company trying to take advantage of a veteran.
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| 09/06/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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I received a letter today XX/XX/2022 from Freedom Mortgage where the letter was dated XX/XX/2022. The letter was to inform me that they had contacted my homeowner insurance company for a copy of the updated insurance policy, and had not received a copy of the policy from XXXX as of the date of the letter. I called Freedom Mortgage to inform them that I had called XXXX today XX/XX/2022 to have the mortgagee clause updated, and that XXXX is to fax over a copy of the policy once their system is updated. I told Freedom Mortgage that I had also uploaded the policy as it is available ( prior to mortgagee clause being updated ) to the website provided. The gentleman at Freedom Mortgage told me that the force placed policy would be cancelled after they receive the updated documents that I uploaded to the site, and that I should not receive any costs associated with the policy. I told him that the regulations require I be informed of at least 30 days prior to force placed policy being applied against my account, and that the policy expired on XX/XX/2022 which was a non-business day, and that XX/XX/2022 is the first business day after the policy expired.
This would lead me to believe that Freedom mortgage took out a policy prior to the expiration of the existing policy, and did not provide the required timeframes for me as a customer to resolve the matter.
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| 02/22/2019 |
Yes |
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- Struggling to pay mortgage
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Web |
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I have been tryng to submit my Mortgage Assistance Packet to Freedom 3 times now. Each time submitted, I am sending via email and to two ( 2 ) fax numbers, all of which have been opened, per my read receipts.
I have heard nothing from them, just form letters with contact information and XXXX requests for documents I have already submitted. Nothing - other than this.
Currently, I am in the hole with payments, and can blame really no one else but myself, as the don't care about my current situation. Per my previous complaint, I have stated that I can not afford the new monthly payment due to tax reassessment. However, no communication, nothing to show that they give a hoot.
I am sending this complaint for several reasons : 1. To force someone to contact me via email, rather than postal mail, per my request in every note, email and fax I have sent them. Postal mail takes to long, and can be used to XXXX me out of deadlines.
2. To create a paper trail, which is admissible in any court, showing that I am trying to get help to no avail from Freedom.
3. I feel taken advantage of, as I am on a fixed income and can not make additional higher contributions to payment, at this time.
Continued ignoring and lack of communication is a well known tactic, one that often results in a foreclosure. I will not have it, and that is why I am pushing the issue.
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| 05/19/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I XXXX XXXX have acquired the former home of my parents, XXXX XXXX XXXX XXXX as of 2019 as my father had passed away XX/XX/2019 and my mother simply was too old to maintain the home on her own. As we are facing the Covid-19 crisis in America, Freedom Mortgage has essentially been held back from proceeding with any foreclosure procedures. The property is located at XXXX XXXX XXXX, XXXX XXXX, NY XXXX. The property has a current value conservatively at {$270000.00} if not higher. The real estate market in this area is very good, and I as the daughter am looking out for the best interest of my mother XXXX XXXX. I could rent the property out to tenants and wait out the legal process of foreclosure, but in the state of New York that would take over two years not taking the current hold on national foreclosures. Accordingly, I will deed the property over to Freedom Mortgage for consideration of {$10000.00} certified funds quickly, and have a local attorney handle the arrangements. I desire to be contacted through my email address stated in the CFPB process. It is important to take into consideration that a deed in lieu of foreclosure will sustain the high sales comparable in the area where this property is located. I will move quickly as soon as Freedom Mortgage agrees to the {$10000.00} consideration for the deed to this property. Thank you.
XXXX XXXX
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| 09/01/2020 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
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On XX/XX/XXXX I was contacted by a loan officer in re doing a FHA streamline refi. I asked the officer if we needed to make XXXX 's payment as we were in forbearance due to Covid and he stated not at this time but if it is needed someone would contact me. On XXXX I received a phone call that the payment for XXXX was needed to continue the refi. Within the hour the payment was made. On XXXX I received our closing docs with a closing date of XX/XX/XXXX. On XX/XX/XXXX I contacted Freedom due to not having a time to sign yet and was informed that on XXXX our refi was denied due to late payment. Nobody had called me prior to my reaching out to discuss. On XX/XX/XXXX I spoke to a Loan manager who said he would do what he could to clear things up. He had someone send us new load docs on XX/XX/XXXX and said he would expedite the process since this was clearly their fault for providing incorrect information. I have spoken to him close to a dozen times now and continue to get the run around. No closing date, no info on when that might come. I was forced to burn up my savings to pay XX/XX/XXXX mortgage. The first refi took just over a week to get closing docs and a date and now were going on over a month. I truly feel like we're being strung along so they get paid. They hang the refi over your head to make you pay even though were in a Covid forbearance.
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| 10/13/2021 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
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|
Web |
Servicemember |
|
I have a VA Mortgage through Freedom Mortgage and in XXXX did an Interest Rate Reduction Loan ( IRRL ). Previously I expressed on what I was told on " recorded telephone lines '' to remove my phone number, email, and mail from any further solicitation. I was assured in XX/XX/XXXX that my name was removed to " no further be contacted ''. Since I have been contacted several times by representatives of Freedom Mortgage trying to solicit me to take out an equity line of credit on my residence. In the past 24 hours I have been contacted two times ( XXXX XXXX and XXXX XXXX ) with these services even though I have requested several times not to be contacted. I contacted Freedom Mortgage today at XXXX XXXX. using phone number ( XXXX ) XXXX and again was told on a " recorded line '' to be removed from all solicitations. This happened to me in XXXX and I took out an equity line of credit before the housing crash, resulting in liquidating all of my XXXX and savings to pay off the mortgage in order to move to another state. This is the same strategy that occurred then and will more likely happen in the near future, resulting in over valued homes and the collapse of banking industries. I do not want to be contacted and feel Freedom Mortgage is preying on Veteran 's trying to have them take out monies on the equity of their homes, which I feel is predatory.
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| 06/11/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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My husband and I purchased our new construction home in XX/XX/XXXX. We have never missed a payment and I refer to the monthly statement carefully. Our mortgage loan is with Freedom Mortgage and at this point I am contemplating whether we should move to another mortgage company or bank. At the time of closing our Taxes ( payment to Escrow ) was {$220.00}. I would always make a payment of {$2300.00} to {$2500.00}, again never late. In XX/XX/XXXX we did receive an Escrow refund check. I was advised by Freedom Mortgage that this was my money ... I should worry about having to return it to Escrow. Escrow is new to me because with our prior home loan we paid the taxes on our own. In my XX/XX/XXXX and XX/XX/XXXX there was {$0.00} applied to taxes. On XX/XX/XXXXI received a letter from Freedom Mortgage demanding a full payment of {$8800.00} or my payment would increase to {$3300.00}. Neither option was easy for us. The increase in monthly payment was impossible, so my husband and I opted to getting a loan from our 401K retirement account. It still isn't ideal, but we felt we were left with no choice. When I called Freedom Mortgage and in speaking with the Escrow specialist they admitted that it was overlooked. I feel strongly that we were taken advantage of maybe at closing, I am not sure. Is there a possibility to get refunded if it wasn't our fault?
|
| 07/18/2016 |
Yes |
|
- Loan servicing, payments, escrow account
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|
Web |
Servicemember |
|
Freedom Mortgage purchased my loan. They do not abide by the terms originally set in my loan nor do they acknowledge that this is a federal requirement, to include the payment due date.
When converting to Freedom Mortgage from New Day USA I did not receive federally mandated written notification on where to pay Freedom Mortgage. Their conversion to allow me online access took eight weeks. I called them prior to deploying as the conversion was taking place as I was stepping on the plane overseas and expressed my concern that I was not able to log in, nor did I have documentation on where my mortgage payment was to be sent.
Eight weeks into the XXXX my neighbor emailed me stating that I had a foreclosure notice on my door - with literally no way to pay my mortgage as it was lost in cyberspace of converting it over to a Freedom Mortgage loan. Freedom Mortgage charged me {$15.00} for placing the foreclosure notice and doing a " home inspection '' to see the status of the property. I advised them that not only was I attempting to be proactive in paying my mortgage, they were in violation of Service members Civil Relief Act by attempting to foreclose on me while XXXX.
This is, hands down, the worst mortgage servicing company I have ever dealt with. They are in violation of several federal mandates and SCRA protections with ZERO accountability.
|
| 07/26/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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XX/XX/XXXX XXXX XXXX - we sold our home for which Freedom mortgage held lien and escrow XX/XX/XXXX - we inquired via portal when we would receive disbursement of escrow funds XX/XX/XXXX XXXX we updated our mailing address on the portal XX/XX/ XXXX XXXX XXXX we received a message via portal that we would receive a check at the new address 14 days after account was paid in full XX/XX/ - we received notice at via US mail at our new mailing address that our mortgage had been paid in full and our account closed XX/XX/ - we received a message through the Freedom mortgage portal stating that any remaining escrow funds would be sent as a check 14 days after the paid in full date XX/XX/XXXX XXXXXXXX XXXX - we contacted the loan originator ( XXXX XXXX, XXXX XXXX ) asking if could assist with recovering our escrow funds.
XX/XX/XXXX XXXX XXXX - we received an account statement via US mail that listed an escrow refund of {$5000.00}. We also received an escrow account disclosure statement stating that our new payment was {$0.00} XX/XX/ - we sent a message via portal asking when we would receive our escrow funds.
XX/XX/XXXX XXXX XXXX - we received a message via portal that additional research was required XX/XX/XXXX - we received a message via portal that {$5000.00} was sent on XX/XX/. No such payment was received.
We just want our escrow money.
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| 03/29/2018 |
Yes |
|
- Trouble during payment process
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Web |
Servicemember |
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XXXX XXXX XXXX, Loan # XXXX has transferred our VA Mortgage Loan Payments to Freedom-Mortgage without letting us know what is going on. Since the transition finalized by this two Financial Mortgages companies. I did contact Freedom Mortgage Loan # XXXX by ( e-mail ) several times. To let them know, I will not making no payments to my Mortgage VA Loan. Until Payment Rectification is make to my Escrow Payment. Since XXXX XXXX XXXX defraud me and my wife with our ( Tax-Exemption ) never been removed from our Escrow payment ever since XX/XX/XXXX through XX/XX/XXXX Seven payments has been made to our home since with tax including, Never remove from our Escrow payment at all. Therefore ; its a breach of contract, as well defrauding us with our Mortgage payment. Its also falls under : " False Statements Statute U.S.C. 1001. Section 2 '' Especially, the general Statute, 18 U.S.C. 1001, which makes it a crime in dealings with the fedral government to ( 1 ) falsify or conceal a material fact, ( 2 ) make a materially false statement, or ( 3 ) make or use document known to contain a materially false statement or entry. False statement statute. see also Exculpatory which also a breach of contract against us. We are seeking help to Relegate this Maladminister conduct which become a ( XXXX ) in America. Nowadays. after 8 years of Collusion conspicuously.
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| 11/06/2019 |
Yes |
|
- Trouble during payment process
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|
Web |
Servicemember |
|
I paid our mortgage on Freedom Mortgages website on XX/XX/. The website failed to load the first time and I had to log in again, but only paid and hit submit once. I checked my email to make sure the payment went through and got one confirmation notice email that it had been paid. Today on XXXX I tried to use my debit card and it would not work. I checked online and found my account severely overdrawn. I saw that our mortgage had been taken out twice - once on XX/XX/ and again on XXXX. I called the mortgage company to ask that they correct the mistake and refund the second amount. I was told I would have to fill out paperwork, send a copy of proof from the bank that it was taken out twice ( even though it showed that it had in their system and when I logged into my mortgage account ), and then it would take 7-10 days for me to receive a refund check. I asked about the complaint process and was told that would take even longer - I could submit it online and they would reply within two weeks. In the meantime, my bank account would continue to collect overdraft fees and we would have no funds available for gas, food, or other necessities. The representative asked if I would like to set my payment up on automatic withdraw. Obviously I declined. I will instead mail a check in monthly so that they have no further opportunities to double charge us.
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| 05/01/2018 |
Yes |
|
- Struggling to pay mortgage
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Web |
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Hello, I am writing to you because it is almost 6 months since I called my mortgage FREEDOM Mortgage asking for help to save my home. at the beginning they told me to provide a list of documents in order to be reviewed.
I faxed, mailed, and email all documents requested, never got a call back from anyone. I called and I spoke to XXXX XXXX who told me he was the XXXX for the department and he told me he apologize but they forgot to review my account.
I asked them the reason why no one never return my calls after numerous times. he stated that the person assigned to the file left on vacation and didn't get a chance to review my application. He also told me that I had to re submit my application since they lost the documents.
I re fax all the documents 2 days later and now XXXX XXXX XXXX ( manager - Toll Free XXXX ext XXXX & XXXX XXXX ) refuses to return my call.
I called again and I was able to get a hold of another manager who stated that XXXX XXXX XXXX left the office on vacation and they had no access to my loan modification application.
I am very frustrated since FREEDOM Mortgage keeps playing games with my loan modification application and now they are refusing to return my calls.
Please help since it is almost 6 months trying to get help and FREEDOM Mortgage keeps manipulating my request to get me out of the program.
XXXX
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| 01/21/2022 |
Yes |
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Web |
Servicemember |
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On XX/XX/XXXX closing with a new mortgage company here in Arizona we had to work with Freedom mortgage again to find out the appraiser that Freedom used was never paid by Freedom. I paid XXXX for half of it. In closing on the new loan, I had to pay the full XXXX to the appraiser, this is disturbing to me. the Freedom charged me XXXX for a late payment that was waived and shows waived on my account. I also was charged 8 {$30.00} fees on my account which the customer service rep could not explain. they told me it was a shortage in the escrow. Now I found out the 8 {$30.00} charges were for the payoff requests. So, my new loan company only requested 1 payoff. Freedom never disclosed this to me or the new loan company. This is another misrepresentation. All of this is just another example of how they treat Veterans. This is also my second complaint with Freedom Mortgage. I started this refinance with Freedom in XXXX of 2021 and after 140 days they just canceled this refinance due to lack of information. this same information was given to the new mortgage company, and we closed in 4 weeks. no that all the dust has settled Freedom walks away unaffected. and I paid {$880.00} in fees and appraisals that Freedom should have paid. I would like Freedom to pay this back and apologize for this. I think Freedom should be investigated for these practices.
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| 08/09/2023 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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FREEDOM MORTGAGE IS THE NEW SERVICE PROVIDER AFTER ACQUIRING MY 25+ YEAR XXXX XXXX HOME MORTGAGE.
THERE'S SEVERAL PROBLEMS. XXXX XXXX ( OWNER OF FREEDOM MORTGAGE ) TRIED TO COMMIT FRAUD ON MY PROPERTY BY IMPOSING A 2ND MORTGAGE OVER 10+ YEARS AGO. AND GOT CAUGHT. THE FEDERAL JUDGE ORDERED " NO CONTACT ''.
WELL, I DO NOT PLAN ON BEING SENT TO FEDERAL PRISON FOR A MINIMUM OF 20 YEARS FOR WHAT FREEDOM MORTGAGE DID, ACQUIRED MY LOAN.
I AM FULLY AWARE THAT MORTGAGE TRANSFERS ARE COMMON PLACE, WITHOUT ANY OBLIGATIONS FOR A CLIENT/CUSTOMER TO STOP SOMETHING BEFORE IT STARTED.
BOTTOM LINE : FREEDOM MORTGAGE IS GIVING ME A DIFFICULT TIME FOR ME TO GET MY ACCOUNT SET UP. I FINALLY GOT MY LOAN NUMBER... HOWEVER, THEY HAVE BLOCKED ME ACCESS FROM ONLINE! I CALLED BACK, AND THEY TOLD ME BASICALLY " OH WELL '' AND LAUGHING ABOUT IT.
THIS IS NOT FUNNY, THIS IS TOTALLY UNPROFESSIONAL. IT IS CONSIDERED RUDE AND ILLEGAL TO BLOCK ACCESS FROM THE CLIENT!
THEN TO SUM IT UP, THEY ARE SENDING EMAILS TO A NO LONGER IN USE EMAIL ACCOUNT AND " CLAIMS '' THAT XXXX XXXX GAVE IT TO THEM. XXXX XXXX DID A RESEARCH AND FOUND THE EMAIL THAT I AM USING PRESENTLY IS REGISTERED AND ASSOCIATED WITH THE MORTGAGE. THEY ARE A BIT PUZZLED, UNLESS SOMEONE REVERTED TO WAY BACK, YEARS AGO, AND DECIDED TO USE A DEFUNCT EMAIL ACCOUNT AND BEGUN TO SPAM ME TO DEATH? REALLY?
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| 03/03/2022 |
Yes |
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- Trouble during payment process
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Web |
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Today i noticed my payment went from XXXX to XXXX, no email notice sent, no letter in mail, no web notice, this is crazy, since my payments started on XX/XX/XXXX i was told per notarized loan modification * XX/XX/XXXX pay XXXX * XX/XX/XXXX pay XXXX - FHA modification escrow was wrong is what they stated * XX/XX/XXXX - told pay XXXX XXXX new escrow analysis done on XX/XX/XXXX To begin on XX/XX/XXXX * Today XX/XX/XXXX see on main payment screen my payment due XX/XX/XXXX is showing XXXX, I am so tired of my payment changing every month with no notice, no letter, no heads up, no email, nothing, i understand there can be escrow shortages but how can you not tell your customer ahead of time, just surprise, for the 4th time this year your payment is changing again, how is this good, people have to budget, we count our pennies, we have only one income and you changed our payment again with out notifying us again, Your agent emailed me the escrow document and could not say why they did not notify us when they changed it again, is that even legal? I thought it was standard practice or at least good practice to notify a customer 30 days ahead if escrow /payment changes, not surprise on the 1st with no notice, please investigate who did not tell or notify us of another escrow analysis on XX/XX/XXXX, Thank you, XXXX XXXX XXXX XXXX XXXX XXXX mi XXXX
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| 07/07/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Older American |
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Currently hold a mortgage with Freedom Mortgage. The mortgage is and has always been in good standing. I was looking to refinance to eliminate Mortgage Insurance. I called Freedom on XX/XX/2020 to start the refinance process.
On XX/XX/2020, I received an email that there was a lien on my property, as a result of a business transaction. Within the email I was told that I needed to hire an attorney, which they referred, to file a Homestead Affidavit as Release of Lien. Once filed we could then proceed with the closing.
I hired XXXX XXXX for the task and the affidavit was filed with XXXX XXXX on XX/XX/2020. A copy of the filed affidavit was sent to Freedom Mortgage and XXXX XXXX XXXX.
Since then despite my repeated attempts to obtain a status nothing has been forthcoming from Freedom. XXXX XXXX, my original contact, told me that he was re-assigned and no longer handled mortgages. The person he referred me to, told me that she was not handling my case.
On XX/XX/2020 I sent a letter via email to XXXX XXXX, detailing my experience with Freedom. No response. On XX/XX/2020 I Certified Mail the same letter to XXXX XXXX. It was received and signed for on XX/XX/2020. No response through date.
I have spent almost {$1300.00} between legal fees and appraisal costs. I would like a response as to why we have not proceeded with the refinance.
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| 12/02/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
Servicemember |
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Our loan had been transferred to Freedom Mortgage, we were on a biweekly payment plan as we wanted to payoff the loan faster. We ended up moving from XXXX Texas to XXXX and sold the home. During closing a payoff amount was requested and we contacted them to notify that the loan would close on XX/XX/XXXX and the payment for XX/XX/XXXX would be included in the payoff amount. A represenative told us this was normal practice and so we went on to close the loan on the XX/XX/XXXX. Once the loan was closed and paid in full, we began looking for a new home in our new XXXX of XXXX. Come to find out our credit had been dinged badly due to Freedom Mortgage saying we had missed XXXX payments!!! WHAT?? I immediately got on the phone to find out what was going on. After countless phone calls and talking to representatives and waiting for supervisor call backs ... .still they can not put me through to anyone who has the authority to look into the matter and realize that NO payments were missed and the loan is closed and paid in Full!! This has prevented us from looking for and applying for a new mortgage. This is by far the worst handling of a situation where a client who has always been in good standing and has completely paid their loan in full, is being completely discredited by a mistake from their company!! It completely disrupts peoples lives!!
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| 08/12/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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Web |
Older American, Servicemember |
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My VA loan with Freedom Mortgage Corp was paid in full on XX/XX/2019. This is supported by an Outgoing Wire Detail secured from the closing attorney. The wire detail identifies the receiving bank via routing and account number, the loan account number, and the amount paid. Although the funds are identified in the bank on XX/XX/2019, Freedom Mortgage did not post the payoff until after XX/XX/XXXX. Accordingly, Freedom Mortgage has reported to credit bureaus that my loan is 30 days late and is still not posting as paid off. This has caused my credit score to plummet from XXXX to XXXX. Now my new refinanced mortgage is reporting and Freedom Mortgage is still active, which has doubled the debt balance along with a 30 days late negative entry.
I have called and emailed Freedom Mortgage to resolve, with no results or return communication. I filed complaints with the credit bureaus and was notified today that XXXX has confirmed the reporting is correct and will remain on my record. I have never had a late payment with Freedom Mortgage and this needs to be corrected asap. My annual premiums for autos are coming due in XX/XX/XXXX and the rates are increasing due to this significant drop in credit score. I'm attaching the Wire Transfer of funds that demonstrates the loan payoff off on XX/XX/2019 ... in the amount specified by Freedom Mortgage.
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| 03/06/2018 |
Yes |
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- Trouble during payment process
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Web |
Older American, Servicemember |
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My loan was transferred from XXXX XXXX to Freedom Mortgage. From the first notice I had called and ask what next steps are. I was to and I followed the to the letter. I was trying to set up online my ACH with a customer rep on the line with me. As instructed I paid one month up front prior to setting up a payment twice a month to be drafted from my XXXX XXXX account. The soft wear was not working and we tried 10 times with out success. At that point the customer rep said he would take my information and put it into the system from his end. A week later I got a call from a rep from FM and she said the ACH was not complete and she would take care of it. Now 2-3 weeks later I got a tax bill from my township and I called FM to ask for a email address so I can scan in the tax bill to match up my escrow. I had asked while I was calling how is the ACH set up and is it ready to go. The customer rep told me it is not even set up. I said read the notes the rep from weeks ago was setting it up. The rep agreed the notes in fact said it was being activated by FM but now since so much time has gone by you need to pay another month in advance to get your bi-weekly ACH set up. I said I did and I will not do it again. This is your problem at the bank and not mine. I has been very unprofessional and with no answers as to how they are going to fix this.
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| 11/26/2023 |
Yes |
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- Trouble during payment process
- Payment process
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Web |
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Freedom Mortgage company gave me advice on how to do a loan assumption following the deaths of my wife and father in law who originally owned the mortgage. I followed their advice to the letter. They said to wait for me to receive paperwork packets. They'd always send the paperwork AFTER the deadline to answer. Then I'd call and request an explanation and they'd give excuses and promise to extend the deadline to file my assumption. I was told that making payments to the loan I didn't own would NOT HELP me in the process. In the background, my wife and I were doing a loan modification to repay the forbearance due to covid. My wife passed away during the process. A year after we filed for the mortgage re structuring, they finally sent the correct paperwork to fill out. But, by then my wife had passed away. When I called the mortgage company, they said they'd send a new set of paperwork for just myself to fill out. At the same time, they were calling and mailing me to say that I was now delinquent on my loan. But my delinquency was due to their failure to provide me with the necessary paperwork in a timely manner. They then used this " delinquent debt '' to foreclose on the property unless I could make the entire arrears payment immediately. So, they extorted {$30000.00} out of me to avoid becoming homeless. Emptying my entire savings.
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| 10/13/2023 |
Yes |
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- Trouble during payment process
- Private mortgage insurance (PMI)
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Web |
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Spoke with Freedom Mortgage on 3 separate occasions in reference to understanding how to have our PMI removed as it totals close to XXXX for the life of the loan. During our signing of our Refi we were told that once our home to loan reaches 20 % equity that we would be able to request to have the PMI removed. This was not the case previous during my previous conversations with Freedom, i requested documentation on where it was signed that we acknowledged that the PMI would be for the life of the loan ( Does not state anywhere ), i was given the amortization page showing the outline of payments. This does not state that PMI insurance is for life of loan or you can not request to have PMI removed due to our loan being an FHA loan. This seems to be " Legal '' theft and misleading representation during the loan signing process. i was then given advice to refinance and i stated i am not refinancing @ current rates that would be stupid. In the process to speak with someone on the phone i am not directed to a voice-mail, directed to a live manager, or given follow up contact information with freedom mortgage leadership. The normal response of someone will contact you within 24-48 hours was given and i have been down that road a few times with Freedom where i had to call daily for an update ( getting an update a week+ on a previous issue )
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| 10/25/2019 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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I'm a XXXX veteran and I have recently had my rating increase to XXXX % As per the state of Illinois any rating higher than XXXX % is tax exempt and I'm now text exempt. After numerous contacts with freedom mortgage, I believe I was intentionally misled as to when it would be applied. My lawyer 's office was previously informed that in XXXX freedom mortgage would conduct an escrow analysis and make any necessary adjustments and apply my exemption. I have provided VA award letter to the county assessor 's office with the necessary documents and in return I have received a letter from my assessor 's office stating that I'm now tax exempt. I have forwarded the text exemption letter from my local assessor 's office along with my VA XXXX rating award letter as my previous tax bill and that shows the amount of SSA I would be liable for. if I were not misled as to the application of my tax exemption I would have never refinance with this company and went with another lender. I'm now being told that I have to wait a year to receive my tax bill that states that I'm text exempt shows XXXX dollars due. Which the letter I have clearly states that I'm text exempt and none will be due. Veterans and XXXX veterans beware, freedom mortgage policies and guidelines directly Enforce the holding of monies from veterans when it is clearly not necessary.
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| 09/19/2023 |
Yes |
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- Struggling to pay mortgage
- Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
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Web |
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Freedom Mortgage has ended my Forbearance and is moving forward with collections even though I have been approved and they have received payment from the HAF program. Freedom says they have to legally post notices on my door because I have an FHA loan. They have told me this twice but the HUD counselor says that is not true.They have posted this notice on my neighbors door 2 doors down by taping it to their front door with my name hand written and stamped confidential. I have told them the ACH wire number, date, and amount of the payment but they still deny receiving any payment.
They have also sent me paperwork for loss mitigation ( that didn't need to be done XXXX of the HAF payment ) that has to be signed by the XXXX ( it is now the XXXX ) or I lose my ability to do any kind of partial equity claim. So I am stuck between them denying they have received payment, threatening me with collection notices, and giving me an ultimatum to sign these documents.
Also by not bringing my account current I can not receive the help I have been promised for the next 2 months because my account is frozen in loss mitigation online and I can not print a mortgage statement showing that I am current and what the next payment amount is for the next month due.
They have given me different information every time I call and I can not get any help.
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| 12/30/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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Dear Sir, Ma'am Greetings, As a XXXX XXXX, and due to the Covid pandemic, in addition to the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I went through, I was not able to keep up my mortgage in the property located at XXXX XXXX XXXX, XXXX XXXX XXXX I was placed on VA approved forbearance plan for XXXX months.
However, I needed a six month-extension for my forbearance plan while I am collecting the money to become current in my mortgage.
The VA administration issued the circulation XXXX XXXX to grant all veterans an addition six months for forbearance plan totaling eighteen months. I engaged my loan servicer ( Freedom Mortgage ) to request this VA approved six-month extension.
But Freedom Mortgage denied my request. Freedom Mortgage said your loan lender ( XXXX XXXX ) approved Freedom Mortgage 's rejection to my request of the six-month forbearance extension.
During my phone conversation of XX/XX/2022 with the XXXX XXXX XXXX XXXX XXXX. She informed me that my mortgage account was unjustly referred to foreclosure proceedings. She added I and all veterans were granted that six-month extension by the Department of XXXX XXXX.
XXXX XXXX, also, advised that I file a complaint with Financial Consumer Protection Bureau because Freedom Mortgage violated my rights by their decision.
Thank you in advance for your help and assistance.
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| 05/08/2019 |
Yes |
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Web |
Servicemember |
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What happened?
MORTGAGE FRAUD, CONSUMER FRAUD, INTENTIONALLY MISLEADING FEDERAL INVESTIGATORS ... .. XXXX XXXX AND FREEDOM MORTGAGE intentionally misled the CFPB and the consumer. We have attached a signed statement from XXXX through their attorney, and he confirms they brokered a fraudulent loan. The Attorney has also confirmed the Senior Citizen victim was mislead over {$36000.00} over the course of this loan when you multiply the loan disclosure fraud by the number of payments being made. Freedom Mortgage used this bogus claim in their last several fraudulent responses ... " This complaint lists someone the company does not recognize as their customer or their customers authorized representative. '' and the conspiracy to defraud and mislead continues. No one is denying loan fraud, escrow, fraud or theft ... now they just claim to be immune to prosecution, claiming a bogus statute of limitations. " Obama signs law cracking down on mortgage fraud ... Department had received 62,000 reports of mortgage fraud last year ... In the past, the statute of limitations on all kinds of fraud cases was five years. However, President Obama has established a new law in 2009, which increased the statute of limitations to 10 years. Additionally, Florida can toll the statute if the defendant is out of state. '' ALL DEFENDANTS ARE OUT OF STATE ...
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| 06/13/2018 |
Yes |
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- Trouble during payment process
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Web |
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Freedom Mortgage 1. Does not offer total break down of all charges going into escrow account on website.
2. I received my new tax bill stating bill for my taxes for XX/XX/2018 stating they should be {$4900.00}. This would be a reduction in amount of my monthly payment. I have not received a reduction or any information regarding this new tax bill.
3. I filed for Homestead exemption and over 65 exemption which should reduce my taxes and my house payment. FM still taking out $ 660+ a month and I can not see any break down of this on the website.
4.I did not choose this company. I was forced to take because my closing mortgage company sold my account to them.
5. They dont even allow for online e-statements.
6. There is no place online to pay additional escrow amounts without attaching it to a payment. You have to call and talk to someone, give them your cc number and they then they take it out. I dont know these people and this is about as secure as a fish in the ocean, Yes, I use snail mail to mail it but I dont use checks.
6.I have sent them complaints on their email address only to receive an email stating someone would send me a letter in the mail regarding my concerns! A letter????? Why cant hey answer the email?
7. Backwards, unprofessional, disconnected to internet conveniences for customers. Numerous complaints on XXXX.
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| 11/28/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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I have contacted our current loan servicer, Freedom Mortgage by phone in order to recast our loan. I was told to put my request in writing and fax it to them. I did this in XX/XX/2016. Since then I have received letters stating they are looking into my inquiry, but no satisfactory response has been provided. It has been over 90 days now and they continue to '' research '' this issue. I called again to spoke with some one in customer service last week. She actually knew the term re-cast and told me I would have to pay a 20 % downpayment in order to recast. My original loan was with XXXX and I have the terms of the loan stating that I can re-cast at any time with a 10 % downpayment. I have sent this information to Freedom Mortgage as they are to honor the original terms of my loan and not change them just because my loan was sold to them. At this time I feel I need help just trying to recast my loan which should n't be an issue, but it has become one. By the lender 's delay in proving me specific instructions on how to re-cast, I have had to make XXXX payments at the higher amount. I want to make sure my 10 % downpayment is part of the re-cast process, and not merely a payment toward principle. No one has been able to provide instructions, nor do so in a timely manner. I have waited XXXX months now with no help from Freedom Mortgage.
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| 09/11/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
- Trying to communicate with the company to fix an issue with the application process
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Web |
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I initiated a loan recast process in XXXX of last year, which involved a payment of {$50000.00} along with a {$300.00} processing fee. The recast had been approved by my previous loan company ( XXXX ) in XXXX, and starting from XX/XX/2023, I was expecting a monthly payment of {$1800.00}. However, my loan was subsequently transferred to Freedom Mortgage Company, and they failed to execute the recast and honor the lower monthly payments as per the approved terms. Freedom Mortgage Company kept sending me bill to pay {$2000.00}.
Now 9 months passed, I have made numerous attempts to communicate with them, providing all necessary documents ( uploaded to their website ) and contacting them several times every month since XX/XX/2023. Despite my efforts, there was no progress until XX/XX/2023 when they requested that I redo the recast under a modified policy, which I do not agree with. Given that the recast has not been implemented at all, I have formally requested the return of my funds. I sent an official letter via XXXX next-day delivery and also uploaded the letter to their portal three weeks ago on XXXX XXXX, but as of now, I have received no response from them.
I am seeking your assistance in recovering my money since they can not inherit the approval from the previous company. Thank you very much for your support in this matter.
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| 05/05/2021 |
Yes |
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Web |
Servicemember |
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In early XX/XX/2021 we were offered a XXXX XXXX VA Streamline Interest Rate Reduction Loan by Freedom Mortgage Corporation which we accepted. As of todays date, XX/XX/2021 this loan is not closed. We have made numerous numerous phone calls and sent several emails asking what is the problem. We are given the same 3 responses : 1. The loan must be sent to underwriting for review 2. The loan must be submitted for final approval 3. They must request an updated payoff They continue to pull our credit, send us emails and call us telling us to provide them with a payoff, or to contact them to schedule a closing only to repeatedly give us one of the above referenced reasons why they can not schedule a closing date. We are literally receiving 2-3 phone calls on the same day from different people giving us 1 of the 3 excuses why a closing can not be scheduled. Now, we are being told that because it is taking so long to close this loan the rate lock has expired and we will be assessed a XXXX % fee to extend the XXXX XXXX rate.
A VA Streamline Rate Reduction Loan is the simplest mortgage loan to complete and yet Freedom Mortgage Corporation will not close this loan. We believe that for some reason they do not want to honor the terms of the mortgage loan they offered us and are trying to irritate us to the point we withdraw our application.
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| 09/11/2020 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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On XX/XX/XXXX I made my XXXX mortgage payment of {$2200.00} to Freedom Mortgage online through their payment website. This is a brand new mortgage and this was my first payment to them. These funds were deducted from my XXXX checking account on XXXX XXXX. However, upon checking my mortgage account online I saw that It was still showing XXXX payment as not paid and I was not credited for the payment. I called Freedom Mortgage customer service on XX/XX/XXXX and was told that they reversed the payment for unknown reasons. I was further told that my funds would be returned to my checking account within 2 days and at that point I just needed to submit the payment to them again.
The funds were never returned. I called Freedom again on XX/XX/XXXX and this time spoke with XXXX. He told me that somehow part of my payment had been placed separately into my escrow account and that he had put in a request for that money be credited for XXXX payment. He told me my account would be credited by XX/XX/XXXX. This never occurred.
Since then I have made 6 more calls to their customer service department. Each time, I get a new rep who promises that the payment will be credited and it never is. Ive also emailed them twice without a reply. My biggest concern is that this payment is reported to the credit bureau as late even though it was paid on time
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| 08/24/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Earlier this year my mortgage was transferred to Freedom Mortgage. On, or around, XX/XX/23 I noticed my weekly transactions from my banking institution ( XXXX XXXX XXXX XXXX XXXX ( XXXX ) ) were not being applied to my mortgage balance as they had with previous mortgage companies. These are {$75.00} transactions weekly from XXXX to Freedom Mortgage.
On XX/XX/23 I contacted Freedom Mortgage inquiring as to why the payments were not posting to the account despite showing as transferred. I was told " When funds are received that do not complete a full mortgage payment, they are placed in " Unapplied Funds '' until we receive additional funds that would complete a full mortgage payment. The funds are then reapplied to the next mortgage payment due on the account. '' Over the subsequent several weeks and months I corresponded with Freedom Mortgage regarding this. I was finally advised that Freedom Mortgage has no mechanism to allow for partial payments to immediately apply to the principal of the mortgage.
This terrible approach is resulting in **considerable financial loss** and wasted time on my end. It's imperative that Freedom Mortgage addresses and rectifies this issue promptly. The amount of compound interest being applied due to Freedom Mortgage being unable to handle the most basic of financial transactions is significant.
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| 11/02/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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There were many errors on my mortgage documents, and problems with servicers with missing payments, unapplied additional principal, no refund for the overpayment of escrow, multiple cds, incorrect charging of taxes and insurance, misapplied payments, incorrect transfer of escrow to next servicer, Incorrect payment amount, incorrect tax forms, wrong initial loan amount, and The lender fraudulently Changing loan terms at 6 months and signing my name to them per XXXX XXXX department. XXXX. I sent a notice of error to XXXX, before Any corrections were made I was transferred. XXXX stated to me the Notice of error and their corrections are are the soul responsibility of my next service, Freedom Mortgage same as tge 1st servicer said yet to date nothing done. I started all over with freedom mortgage on the notices of errors, in writing. I once again have been transferred to a 3rd servicer and Informed it's not Freedom 's responsibility it'stability it's the new services responsibility and it's left to me to start all over again trying to get these items corrected after 2 years of constantly sending and spending hours on the phone to no avail. I now know though since I am studying to be a loan originator These companies have a responsibility to complete and correct these items I have requested by my multiple notices of errors in writing.
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| 09/22/2018 |
Yes |
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- Struggling to pay mortgage
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Web |
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I am suffering through a very serious injustice and I need your help in correcting the actions of my mortgage servicer, Freedom Mortgage. XXXX XXXX was my loan servicer, but they transferred my loan to Freedom Mortgage, but I was never advised of the transfer. My mortgage payments were made automatically through my bank account and I never really paid attention to whether or not it was paid because I had never missed a payment in eight years. However, when the loan transfer occurred, I had no knowledge and the payments did not automatically go to my new servicer. When I found out that there was a problem, I immediately contacted Freedom Mortgage to make the past due payments, but they said I had to contact their attorney because my loan was already in default. When I contacted the attorney, I was told to address my issue with Freedom Mortgage.
This was in XXXX of this year and they have put me on a rollercoaster of bad advice and dead end service. Every attempt I have made has not brought any solutions and I have reached the end of the road with them. This situation now has spiraled out of control and I am now powerless against my mortgage servicer after being put in a situation which I did not create and can not fix on my own. I am hopeful that you can help me deal with this situation before I lose my home through foreclosure.
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| 04/20/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
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Hi, We were issued and approved for an FHA Standalone Partial Claim from our lender ( Freedom Mortgage ) for our FHA loan for our property. We were in forbearance due to COVID-19. They sent us a proposed loan modification back in XXXX which included the below modified terms : - Lowering our interest rate from 4 % to 3 % - Lowering our principal balance and including this amount along with the forbearance arrears into a second interest free junior lien account.
- The aforementioned would lower our monthly mortgage payment from {$5200.00} to {$4300.00} After we signed and notarized the documents and sent them back, they are now claiming there was an error on the maturity date ( their fault ) and are reversing all the proposed terms which will increase our interest rate back to 4 % and will bring our payment back to it's original pre-covid amount of $ XXXX/month without any valid reason or response. The communication has been non-existent and this is the first I am hearing of this. They are claiming our payment will be increased and due on XX/XX/2022.
I was thankful for their original proposed modification and assistance as it would have helped us tremendously, but I would like to file an official complaint as this is not right and we are essentially receiving no modification or assistance.
Thanks, XXXX ( XXXX ) XXXX XXXX XXXX
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| 10/09/2023 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
- Delays in the application process
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Web |
Servicemember |
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ISSUE : FAILER TO ASSIST WITH THE ASSUMPTION PROCESS OF A LEGALLY ASSIGNABLE MORTGAGE We have a current VA mortgage with Freedom Mortgage, all payments are current, with XXXX late payments. We contacted Freedom Mortgage in XXXX of XXXX to inquire if our loan was assumable. They confirmed it was and mailed us a form to start the assumption process and give third-party authorization to our buyers. We completed the form in full, and both faxed and mailed a hard copy on XX/XX/XXXX. We and our buyers have both tried repeatedly to contact their assumptions team to get the assumption process started all to no avail. Every time we've called, they've stated the assumptions team is backlogged and we are in queue to receive a call back within 3 days. I've not received a callback, ever. They communicated to our buyers that they would call them to process their application on XX/XX/XXXX, however, the buyers never received the scheduled call. They indicated there is no process to do this over the phone, it all had to be done over the phone. If we do not close this deal on time, it will cause significant financial harm to our family and we feel strongly that Freedom Mortgage has failed to uphold its legal responsibility to service our loan in a prompt and reasonable manner, per 1024.38 General servicing policies, procedures, and requirements.
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| 01/24/2023 |
Yes |
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- Struggling to pay mortgage
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Web |
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In XX/XX/2022, I received a phone call from what I believed was Freedom Mortgage. The call was received from the customer phone number on all my documents. The person on the phone new a lot of my information and informed me that they could help with a lowering my payments for my mortgage and helping to get back on track with my mortgage payments. They offered a loan modification and said that my Payments would not be at {$1200.00}. I was very excited.
They then asked me for an upfront payment of {$710.00} to start the process and I proceeded to give them my debit card number. I did not realize it was a scam until they said that they could not process my card, it declined. Probably due to my missed payments and then proceeded to ask me for the amount in a money order.
This is when I got suspicious cause as I said earlier the phone call came from the number I have saved to my phone from Freedom Mortgage.
The guy then said I could call him back when I was received the money order.
XXXX XXXX and XXXX was the two names he gave me phone number ( XXXX ) XXXX is the phone number provided to me to call back.
I never did do the money order and also called my bank to close and get a new debit card.
I then called Freedom Mortgage using the same number and informed them of what happened and all they said was that it was not them.
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| 12/14/2021 |
Yes |
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- Struggling to pay mortgage
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Web |
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We have been attempting to come out of forebearance and to get our loan modification closed for more than 9 months. We have been ready for this long if not longer to start making payments but have repeated told not to until the modification process has been completed. It's been approved 3x and after filing my first complaint we got a response from them and the same day they responded to the complaint the modification documents were sent out. Now that they FINALLY sent out loan modification documents to us we returned those to them immediately. They were confirmed delivered to Freedom Mortgage on XX/XX/XXXX and signed for. Since they received the documents back I have received SEVEN separate phone calls asking if we have received and return these documents. The most recent call was on XXXX XX/XX/XXXX and I again explained all of this to them. This rep put me on told for XXXX minutes while she " researched '' our account. She came back to the line and said confirmed that they documents were received as I stated on XX/XX/XXXX and that she located the individual that signed for the documents. She guaranteed me that they will be imaged into our account, reviewed and recorded with the county Register of Deeds. However... still no updates and the documents have not been recorded. We are exhausted by this process and beyond frustrated.
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| 10/31/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Incorrect information on your report
- Account status incorrect
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Web |
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In XXXX, Freedom mortgage directed an unauthorized ( meaning not authorized by me ) allocation of funds from interest to principle. Instead of dividing the payment for XXXX into allocations of both interest and principle, they allocated 100 % of the payment to principle. I do not know why they did this and they are unwilling to admit to why they did this. Freedom mortgage reported that I missed a payment towards the interest of the loan for the month of XXXX. This has impacted my credit score which has dropped as much as XXXX points.
Freedom Mortgage has called me stating they are a debt collector and requested that I not cash any checks they sent to me.
Prior to XXXX I requested removal of PMI since I was eligible because my account was in good standing.
They approved the removal of PMI and implemented it but the implantation resulted in accounting errors and miscommunication between internal departments. They incorrectly pro-rated over-payment of the PMI amount prior it's approved removal and started sending me checks in that amount. The month the PMI was to be removed was the same month the misallocation of the monthly autopayment was made to 100 % principle.
They now state they have not made inaccurate reports to credit bureau 's but have stated that they have amended reports to state that my account is " current ''
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| 10/27/2022 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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On or about XX/XX/XXXX I received a second escrow analysis showing my mortgage payment dropping XXXX plus dollars.
I called Freedom mortgage and tried to show them why the analysis was not correct explaining what my taxes are and even sending them copies of my property tax bills. They after doing a reanalysis said that I was not correct and that they did not make any error.
While on the phone getting this answer in XXXX I had asked for my ACH ( auto payment ) to be updated and have the extra money XXXX or so dollars put into my escrow account.
Sometime in XXXX I noticed that my mortgage auto payment had gone down to the incorrect amount leading me to go in and update the amount myself which began in XXXX or XXXX.
Today I just received a new analysis stating I have a XXXX shortage and based on what they say my payment is going up XXXX a month to cover this.shortage so I called and spoke to a rep and they see all my notes from my previous conversations.
My complaint is how can a call center REP see and understand the proof I showed as to why Freedom Mortgage made an error but the analysis people and those responsible for making the changes could not. At the end of the day it is the consumer that suffers because now I have to deal with the increased mortgagee amount which was caused by the mortgage companies neglagance.
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| 12/23/2023 |
Yes |
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- Trouble during payment process
- Escrow, taxes, or insurance
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Web |
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Firstly, this is late Friday on a holiday weekend, so all that was left to me to " work things out '' was to use the message portal, which will not be seen until probably, Wednesday, XX/XX/XXXX at the earliest. ( Email stated two business days to reply, ) A vague message was on my account in XXXX, possibly earlier, about escrow review. The first indication of my having an overage was by US mail. I used the message portal to inquire if " the check went out the door '' then heard nothing for two weeks. In the meanwhile, I received a paper check for the overage and a new monthly payment amount. After receiving the check, I figured I had already received my answer, it did go out the door, and then made plans for depositing. I have no car, so I use bank by mail with XXXXXXXX XXXX. I promptly mailed them the check, which has yet to be credited, and with the holiday coming up, used my money to effectuate a prompt principal payment, and wait on the check to reimburse myself.
Without consulting me, I learned late on Friday of a holiday weekend, they voided the check without consideration of sticking me with a potential bank fee or that I needed the funds to cover other bills for the month. They also failed to check to see if the escrow funds, via a self-loan, had been used to apply to the principal. It was so late, they had closed.
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| 02/04/2021 |
Yes |
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- Trouble during payment process
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Web |
Older American, Servicemember |
|
My mortgage with Freedom Mortgage was refinanced through XXXX XXXX XXXX in XX/XX/XXXX. Freedom Mortgage received their payment on XXXX XX/XX/XXXX. At that time I had a balance of {$3.00}, XXXX in my escrow account that was due me. Freedom Mortgage claims that the payment was sent on XXXX XX/XX/XXXX. On XX/XX/XXXX, I called Freedom Mortgage to inquire about the status of the payment. I was told that they would take no action to track the payment until it was 30 days past due. When I asked for a tracking number so I could track the payment I was told that Freedom Mortgage does not provide that information and would take no further action until 30 days after the date they claim they sent the payment. I also asked about my year end statement fot tax purposes and was told that the " only obligation they had was to provide that statement by XXXX. I did not receive that statement until XX/XX/XXXX. Freedom Mortgage has been a horrible company to deal with and should never be allowed to handle VA mortgages. If I were 1 day late in sending a payment they would change me hundreds of dollars in late fees. In fact, I was on an auto pay system and my escrow charges changed by XXXX cents. Instead of notifying me that the amount changed they charges me {$350.00} in late fees three days after the payment was due. A very disreputable company.
|
| 11/07/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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|
Web |
Servicemember |
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My old mortgage company reported on my credit that I was 30 days late and XXXX to 90 days late. To my knowledge I can for sure say according to my bank statements that i was late by XXXX or 2 months.
I was also provide bad information via phone calls from members of the mortgage company when I had paid and than told to other things there for also being coerced into not paying on time.
I also have a note book that I have written down phone calls that i have had with the company as well that I was told that I authorized money to be placed in my principal when I never gave consent or authorization to do so, I also was told by them that I asked to have payments reversed on numerous months when I never asked for that and I was provided certain dates that aren't even on my bank account. The story 's never a line from them.
I had asked to always speak to someone higher and each time I asked I was told them couldn't help and when I did so, they would never allow me to send my supporting documentation and when once i finally was able to they said that there information didn't change because they said was they had didn't reflect what i had ( ie. Bank statements ).
If you need more information please call I can explain more via a phone call because there are things that are easier to explain on the phone than through writing.
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| 12/18/2020 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
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I reached out to my previous broker I bought my home thru to get me set up with refinancing my home under the IRRRL program. Immediately I saw a {$6500.00} increase to my mortgage in his proposal and the interest rate was higher than his competitors interest rate of 1.98 %. I wasnt sure who is getting this money whether it was my broker or if it was the company that they reached out to you to fund the loan. After contacting freedom mortage the company XXXX XXXX reached out to I was informed by XXXX XXXX that I didnt have to pay those fees to get the IRRRL through FREEDOM MORTAGE. I was so happy I made the call to freedom. I was told that I needed to have my original broker withdraw my paperwork for loan so that I could go directly to freedom and save the {$6500.00} that I was being charged. After contacting XXXX XXXX XXXX and telling him and insisting he close my paperwork out. He said he did close out my paperwork. On the XXXX day I called with XXXX XXXX my rep from freedom Mortgage. XXXX XXXX insisted I put everything in an email. I believe XXXX XXXX will continue to push my credit score down I have gone from what he said was a good score of XXXX to XXXX in the short time I began this Refi.
I also believe freedom will not go against XXXX XXXX for I am no one and he is a broker. I will never get the best rate available.
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| 09/16/2019 |
Yes |
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Web |
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My oldest email dates back to XX/XX/XXXX. I applied for a refinance with my current lender. By XX/XX/XXXX I had all my documents sent in and signed everything requested with XXXX XXXX. I also paid {$350.00} for and appraisal and an appraiser was going to contact me. Case was then sent to XXXX XXXX for processing. I set up appointment for immediately after my vacation ( XXXX ) XX/XX/XXXX. While gone I got an email saying I needed to sign a transfer, which I did on XX/XX/XXXX. On XX/XX/XXXX appraiser canceled appointment saying it was canceled from Freedom Mortgage. I have been sending 2-3 emails a week since then and get no information or replies from XXXX, and minimal from XXXX. On XX/XX/XXXX XXXX said he had my file escalated as requested and an appraisal is now ordered. I emailed again XX/XX/XXXX when I didnt get called by appraiser for new appraisal. I finally called appraiser XX/XX/XXXX and they said they dont have any orders for my property. That leads me to today, I dont have any clue whats going on with my account, and believe I am now being lied to. Not sure about my {$350.00} as it hasnt been refunded or have anyone coming to appraise property. By now Im sure all my paperwork needs resubmission and not sure about my locked rate. I cant get any replies from either of them and have started emailing outside sources.
|
| 08/17/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I purchased my home in XXXX for XXXX for {$240000.00}. It appraised for {$240000.00}.
On XXXX I made a principal payment of {$1200.00} that dropped my principal to {$180000.00}, which is less than 78 % LTV and according to my original loan officer and the homeowners protection act of 1998 my PMI should automatically drop. I messaged Freedom Mortgage on XXXX and XX/XX/XXXX explaining that I was less than 78 % LTV and asking them to confirm my PMI would drop. I had multiple conversations on the phone with people, they would say my LTV was fine and another department would have to fix it, then I would get a message that my LTV is above 80 % and I need a BPO. Or they would say my LTV is fine, but XXXX XXXX is still requiring a BPO. My original mortgage officer was on this call and was emphatic that that is not the law and it should drop at 78 %. They could never tell me what their math was. So I waited for my XXXX statement to post thinking maybe the department that calculates it is behind on payment information. On XXXX I made a monthly payment, which was factored into my next statement. My current principal balance is {$180000.00}. I messaged Freedom on XXXX with my math and again asking them to confirm my PMI would drop and I wouldnt be charged it anymore. They responded today that my LTV is above 80 % and I need a BPO.
|
| 12/27/2015 |
No |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
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|
Web |
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My loan was sold from XXXX XXXX to Freedom Mortgage. We were in a loan modification program with XXXX XXXX and we were full filling all terms of the agreement. Once the loan was sold to Freedom we started to recieve unpleasant phone calls. One representative, named XXXX was totally unpleasant, rude, obnoxious and un professional. The company claims to not have our paperwork and they clain we are over {$16000.00} in arrears. This is totaly false. Our pleas fall on deaf ears. When we call we are directed to XXXX. And I refuse to speak to this person any longer owing to his rude and crass behavior. We have fullfilled the terms of our loan agreement. But Freedom refuses to speak to us about this and they instead threaten to foreclose on our house. This company is impossible to work with. During one phone call XXXX asked if my wife was home. I told him no. Then my daughter entered the room and spoke to me. XXXX then relayed to me that he knew my wife was at home and he inferred that I was lying to him. Experiences like this are very much the norm with this person and this company. We have read XXXX complaints online from other consumers who have been subjected to similar treatment. We do not want to lose our house, be in arrears or be subjected to any more threats, poor service, insults or lack of professional communication.
|
| 05/30/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
Servicemember |
|
In XXXX of this year I received a email from my current mortgage holder Freedom Mortgage saying I could reduce my mortgage payment and keep the same term on my mortgage. I callled the number and got a Loan Advisor named XXXX XXXX. He said we needed to provide oruXX/XX/XXXX 1099s for Social Security and our 11099s for ouur IRA accounts and to sign the loan documents. The loan promised a.25 % reduction in thhe interest rate on our mortgage.XXXX got back to us an said our debt to imvome ratio was too high. I tolod him y son paid the mortgage on one the houses on our credit report. Ha asked for proof that my son paid the mortgage and we provide it.He said he uploaded the documents to his underwriting teaqm and he would let me know as soon as he hear back from them. I haven't heard from him since, despite several emails and phone calls to him. In XXXX of this year I got the same offer from nmy mortgage company again. I again called and got XXXX XXXX Loan Originator. I went through the same process as before. Provided the same documents and signed the same loan agreement, On Wednesday XX/XX/XXXX XXXX XXXX said she submitted my file to underwriting and I should here the results by Friday. I haven't hear from her yet, despite emails and phone calls..
I have attached some of my correspondence with both company rpresentatives.
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| 02/20/2020 |
Yes |
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- Trouble during payment process
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Web |
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I sent my XXXX payment on the XXXX and on the XXXX of XXXX I was notified that Freedom Mortgage did not receive the payment. I went to my bank and filled out paperwork and they verify that the check was never cashed. I had another reissued and sent it. Within that time, it went past 30 days and they reported it to XXXX XXXX and XXXX which resulted in a drop of 70 points on my fica score. They also sent a letter notifying me that I have been appointed a single point of contact????? They also said that I was behind 2 payments which was not the case. I called on XX/XX/20 and the recording said my next payment due is XX/XX/20. Three things took place ; a lost check resulted in the situation I m now in ; my original check was sent on time but because it was lost I now have a delinquent hit on my credit report resulting in a 70 point drop! The letters sent are for someone experiencing difficulties with paying their mortgage which I AM NOT! My payment history with all debt before this was on time and no problems. This was taken too far and for reasons that benefit Freedom Mortgage only! If I have another issue I understand that they can increase my interest rate by a point????? The drop in my fica score in extremely unfair and not warranted. The XXXX and XXXX XXXX needs to come off. I have records of discussions with Freedom
|
| 01/27/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
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On XX/XX/XXXX, I received a letter indicating I had an escrow shortage of {$7300.00} from Freedom Mortgage. This is inaccurate. I immediately contacted them and have had approximately 22 phone calls with various customer care agents, tax department specialists, escalation specialists, and general mortgage specialists to no avail. Again that's 22 phone calls. Yesterday, XX/XX/XXXX, after another hour on the phone with an escalation specialist, I realized that on XX/XX/XXXX I would be issued a late fee for non-payment for XXXX, as well as assessed a credit report negative score if I didn't pay their amount which is {$2700.00}. My normal mortgage is $ XXXX. so that's {$1000.00} a month difference. I can't afford that, and have spent five weeks trying to fix this. At times I didn't understand it myself, but I understand it perfectly well and I don't know why I have such a high mortgage payment. They got the county tax wrong and finally fixed it but they still don't understand the school tax. I do. They say I have a {$4700.00} shortage when in fact I should have less than a {$2000.00} shortage. I don't know why this raises my mortgage {$500.00} a month! it's illegal, malfeasance, and they refuse to negotiate and/or explain themselves and I can't wait any longer. Enough terrible service and super-high fees with no solution!
|
| 04/26/2021 |
Yes |
|
|
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Web |
Servicemember |
|
contact by freedom mortgage to move my arm to a fixed rate.
set the closing like 2 weeks later so on XXXX supposed to close the loan.
on the day of closing title company calls me and says they docs are not done.
they are trying to get them done. meeting was at XXXX.
I had a funeral to attend, so i agreed to meet at XXXX XXXX.
left funeral early and XXXX XXXX title company calls and says they still do not have it done.
had 3 different closing statements go from them owning me money, to me owning money to XXXX. And when questioning mortgage company, they said it was escrow. when the truth was they calculated interest wrong. So call complain and even send email to ceo, asking if his people are really this bad. Talk to them and set it up for thurday to close on it XXXX they call back and say they have to rescheduled it again and tell me if i do not close within the time, then rates and all are null and void.
So it was scheduled on XXXX and guess what, title company calls at XXXX on XXXX and says they are on there way to close, hour later get a call he decided i need to call him to confirm at XXXX for a XXXX XXXX call. Was working and unable to call till XXXX.
So he can not make the XXXX call and gave hiim to XXXX to get here.
Says can not do it. and reschuled again.
All of these problems are not my fault.
|
| 04/09/2020 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
I have an FHA mortgage and the handler is " Freedom Mortgage '', I called on XX/XX/XXXX and let them know that I have been impacted by COVID 19. I spoke with a representative that stated that I could do a DEFERMENT at NO PENALTY for three months ( XXXX, XXXX and XX/XX/2020 ), and I would resume paying on XX/XX/2020. I was told that the processing time for this request would take 2 weeks, and I called back on XX/XX/XXXX. I spoke with XXXX from Freedom Mortgage customer service ( id badge number : XXXX XXXX, and was told that the initial information that I was given was incorrect and I could ONLY do a forbearance ( My mortgage would be suspended for the 3 months then after the 3 months then a lump sum payment would be required ). XXXX then transferred my call to a manageXXXX, and the manager was going to review my call from the first person that initially talked to on XX/XX/XXXX, and that she would return my phone call within 48 hours. I have never heard anything back, and they have representatives telling mortgage lenders incorrect information during this time when millions of people are losing there jobs and need help. I know that some mortgage companies are offering a deferment at no penalty, and do not understand why FHA loan borrowers are not able to receive this assistance.
Please look into this matter. Thanks.
|
| 12/24/2022 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
Older American, Servicemember |
|
RE : Loan # XXXX FREEDOM MORTGAGE CORP XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX [ PLEASE NOTE : MY EMAIL AT BOTTOM OF THIS FORM IS INCORRECT AND WILL NOT ALLOW EDITING. MY EMAIL IS : XXXX NOT " XXXX ''. ] My mortgage has been deferred for 12 months, and then extended through XXXX XX/XX/2022. They tell me in their letters, they need the info packet completed and returned to them.
I have completed their packet and returned to them 4 times. They reason the packet was incomplete, eventhough I completed every thing and each time faxed and then mailed.
Because of this vicious cycle with the info packets, I have missed crucial deadlines that would have allowed my mortgage arrears to be placed at the end of loan and I would have kept my extremely good interest rate.
In a letter to them, I informed them that my phone and computer was hacked. I didn't have a good phone number to give them and I could not access to my account online.
My loan is in default, the arrears are increasing, interest is being charged and all credit reporting agencies are being notified. Creditors have sent letters that theiy will close my account due to real estate issues, late payments.
In the beginning of XXXX, I paid the annual real estate taxes, ( XXXX ) I also sent Freedom Mortgage XXXX checks totalling XXXX. They returned my XXXX checks.
|
| 09/16/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
I called Freedom Mortgage to remove my PMI on XX/XX/XXXX. The rep told me I would get next steps in 3-5 business days. I did not receive any word. On XX/XX/XXXX I sent a message to their message center requesting the removal again. XX/XX/XXXX they sent me a message back saying they needed more time to review my request and I would receive a response by XX/XX/XXXX. XX/XX/XXXX I missed a call from Freedom Mortgage while at work. I called them back and had trouble getting through all the dialing prompts. I spoke to a customer service rep she tried to help and tried to send my the denial via email but was not allowed to by their system I had to wait for the explanation in the mail. XX/XX/XXXX I received and advertisement email claiming my home at valued at XXXX on XX/XX/XXXX I received the letter explaining my denial for removing PMI because of the loan to value ratio but no explanation on number they used. If they value my house at XXXX that would make my Loan to value ration at 74 % well under the 80 % requirement. my original loan was at XXXX. I also have made significant improvements to my house and the going value of my house in the neighborhood has raised to between XXXX. They refused to give any information of what they were using to calculate my loan to value ratio nor how to contest the value used of the house.
|
| 09/21/2021 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
XXXX XXXX was my loan officer with Freedom Mortgage. XXXX told me she wasn't sure why escrow was on this refinance but not the two previous loans. She said she would send the information to the property tax accountant team and they would reach back out to me with an answer. They never called me back. When the notary came to me house for the signing of of the refinance, I brought it up again that the escrow was not supposed to be included on the payment. The lady then told me to go ahead and sign because it was a simple admin change and I could call the next day and it would be resolved. I called Freedom Mortgage from XX/XX/XXXX to XX/XX/XXXX before I was finally told that I had to pay the additional escrow for the last 4 payments or it would continue to hit my credit report. I had been told numerous times by different employees from Freedom Mortgage that it would not effect my credit until the dispute was resolved. Finally I got a call from a lady saying that I had to pay back the escrow and that they couldn't take it off my credit even though it was their fault. I explained to her that these payments were not late they were paid on time but only had the principle and interest. She told me put a written request to Freedom Mortgage to remove the adverse credit reporting. Then told me they probably wouldn't remove it.
|
| 06/14/2022 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
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.
|
| 08/07/2021 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
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|
Our house payments were supposed to be tacked to the end of the house payments. We have decided to move our grandkids closer to family and sold this house. We included the total amount in the sale. The mortgage company at no time ever told us they were charging further interest on the amount deferred in the amount of {$23000.00}. We knew nothing of this til 15 days til close. How did they have the right to profit from US because of the pandemic? It has left us XXXX short on the house we were moving to and may very well have left us homeless. How do they get to put us in a debt they never told us about so that we could have prepared for this? They owe us nearly {$7000.00} from the equity that they say will take 15 days after close due to Covid. Is this not the same Covid WE are experiencing? Why do the worries and horrors of Covid only allowed to effect them and make them need our money but Covid is supposed to effect US? It seems that this company is taking advantage of this pandemic and the people who trusted them with their business. How does this company see this as legal or moral in this time of pandemic that is even slowing Them down and effecting their entire company. One would expect better customer loyalty from Freedom Mortgage. You would expect More Compassion from Freedom Mortgage during a time like this.
|
| 08/17/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
|
On XX/XX/XXXX, I inquired by phone from my loan servicer Freedom Mortgage as to who financially backed my loan. XXXX : Teller ID # XXXX confirmed that our mortgage was backed by XXXX XXXX XXXX XXXX. XXXX XXXX. After reviewing the forbearance option for a loan backed by XXXX I decided to request a Mortgage Forbearance with the understanding that the missed payments would be added to the end of the loan and no penalties or negative reporting to the credit agencies. I extended the Forbearance after to 6months to a total of 12months which expires on XX/XX/XXXX. Last week I called and spoke to a teller at Freedom Mortgage explaining I was ready to start making my regular monthly payments prior to the Mortgage Forbearance and verify that the missed payments would be added to the end of the loan. He put me on hold for a few minutes and came back to tell me that our home mortgage isnt backed by XXXX. I questioned how I was told the opposite of that 1 year ago, by the teller referred to in the conversation on XX/XX/XXXX. He did state that he saw notes in my file regarding the request for confirmation back on XX/XX/XXXX. But had no explanation as to why it isnt a year later. Now, Ive been presented with a documentation package to complete and was told the lender will decide what they want to offer me to avoid foreclosure.
|
| 02/02/2021 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
I refinanced my mortgage with the same company ( Freedom Mortgage ) on XX/XX/2020. I tried to file for an insurance claim on XX/XX/2020 when a hurricane came through here. Insurance told me that I had no home insurance. I contacted the company numerous times, but before I did I purchased a new policy on the spot. I got a letter from Freedom Mortgage about a month in a half stating that I didn't have any and they were going to purchase one. I advised them what had actually happened and they were going to look into it I never heard anything. In XXXX I get a call from XXXX XXXX, Sr. Loan Advisor about another refinance and I agree, the process was ongoing thru XXXX 2020 until the last working day and someone called me and told me at the last minute that they weren't going to be able to refi and I had to make a payment for XXXX, mind you the Pandemic and economic strain we are going through so I was late with XXXX, which they in turn reported me to the credit bureau and are sticking me with a bunch of charges and threatening to raise my monthly mortgage. I have called numerous time and spoke to Supervisors an nobody cares and refuse to help me. Last supervisor was XXXX # XXXX from Escorow. I spoke to another agent previous to that XXXX # XXXX, another XXXX # XXXX and other Supervisors I can't find there names now.
|
| 03/08/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
Issue # 1-Freedom Mortgage-I have always mailed my payments on the XXXXarrive by XXXX..In XXXX the same thing, mailed on XXXX..I went online and saw that it never was applied, on XXXX XXXX I paid online plus the late charge. They eventually found the lost payment and applied it too my account on XX/XX/XXXX. would like to get reimbursed for late charge.
Issue # 2-XXXX I mailed in {$1500.00}, normal payments $ XXXX.They cashed on XX/XX/XXXX.
I have made 3+ phone calls to customer service/supervisors, plus emails. Not one could show me it was applied and an extra {$310.00} applied to Principal..They just said I will send you the account history going back to XX/XX/XXXX which I have enclosed. I called back to customer service, and mentioned that I am all good until XXXX XXXX. But after you sent account history and all your addition and subtractions to my account, I don't see the {$1500.00} applied, and I only see 1 full payment applied since XX/XX/XXXX ( when you subtract everything out ) and I have made 4 full payments..After an hour she could not figure it out, went to a supervisor, we got cut off after waiting 15+ min. I called back talked to another person which I didn't want to explain for another hour, told the other lady to please call me back, and she never did. Very frustrating and here is where we are!
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| 09/21/2017 |
Yes |
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- Struggling to pay mortgage
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Web |
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Good Afternoon, I fell behind on my mortgage payments last year XXXX XXXX. I did not waste any time so, I gathered all the documents necessary and submitted a Uniform Borrowers Assistance Form with my mortgage servicer, Freedom Mortgage in XXXX of XXXX. I was denied in XXXX of XXXX due to exceeding the Debt To Income Ratio by 54 %. when I was supposed to have reached a 40 %.
I obtained a part time job to be able to afford any modification payment Freedom could offer and I re-applied in XXXX XXXX. On XXXX XXXX, XXXX, I called Freedom Mortgage and spoke with XXXX ID # : XXXX, and she informed me that I was denied on XXXX XXXX, XXXX, again, due to exceeding the Debt to Income Ratio again. I asked her to give me a break down of the income and expenses used. I also asked her how much did I exceed this time, she responded " 40.72 % ''.
It does not make sense on how I was denied by exceeding by less than 1 %. I asked her to please email me the denial letter because I needed that in writing. I received the denial letter the following day. I typed an appeal letter gathered pictures of my home and mailed out through certified mail. On XXXX XXXX, XXXX I received a letter stating that they denied my appeal.
I do not even think they read my appeal or bothered to investigate! I will attach all the proof with this letter.
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| 11/25/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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1. I have a loan through Freedom Mortgage that is 3 years old. In XXXX I put XXXX on my loan balance which took the debt ratio below 63 %. When I originally secured my loan I was told that when my balance/ debt ration was below 78 % the PMI would automatically be dropped from my loan payments. I contacted Freedom mortgage and they told me I had to have an appraisal done through THEIR company. When I I received the appraisal estimate it was {$780.00}! I paid {$500.00} for my original appraisal when securing my loan three years ago!!! I asked if I could contact the original appraisal company and get the original one updated they denied my request. This has been dragging on since XXXX. It is extremely difficult to EVER TALK to a Person who make decisions if you are lucky enough to get a real person. In their phone system they initially identify me by my phone number linked to my loan number but am required to re-enter them both in XXXX more times before talking to someone!!! Then they open a ticket and send you a letter in 10 days. This has happened twice and two other times I was promised a call deadline to discuss the situation but never received al call!!!
This has drug out for 4 months of additional {$99.00} PMI payments!! {$400.00}!!!
I have NEVER been late for a payment and have a very HIGH credit score.
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| 07/14/2022 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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Freedom mortgage processed an auto-payment that was due on XX/XX/XXXX of this year a day early on XX/XX/XXXX of 2021. Since that day, they have shown me as being one month past due because of a glitch in their accounting system. I am receiving automated phone calls weekly from them telling me I'm behind on my payments. I have spoken with customer service reps and managers XXXX total times. Each time they tell me I am current, their system made a mistake, and they are working to fix it.
XXXX months now they have shown my account in loss mitigation. They refuse to provide me any updates in writing, give me status updates, codes, or any other information I can use to prove that I am up to date. Despite ensuring me over the phone each time that no action will be taken against me, they refuse to provide me with any proof I am up to date. Their website also contains no information on my account other than a page that says " Your account is in active loss mitigation ''. It doesn't even specify the amount past due. I have had my account on auto payment since they took over my loan sometime last year and have never missed a payment.
My loan due amount changed on XX/XX/XXXX of this year due to escrow changes. Despite showing me in loss mitigation, my bills have remained consistent and the due amount has gone down.
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| 09/21/2020 |
Yes |
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- Trouble during payment process
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Web |
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Freedom Mortgage was increasing my monthly payment each year even though I had a fixed rate mortgage. When I questioned it, they said I had to keep a certain balance, {$520.00} in my escrow. The next year, I had over {$700.00} in my escrow when the anniversary of my mortgage hit, they waited until two months after the anniversary of my mortgage, after my escrow dipped below {$500.00} and then the upped the amount of my mortgage payment again. When I questioned it they said they would look in to it and never got back to me. I recently sold my house and they were very difficult, they wouldn't give the title company the payoff even though I signed paperwork that they said the could. In the payoff, there were two months of Mortgage Insurance Premium. When I asked about it they said because it was because it is paid in arrears. So the entire amount was paid at closing. As of the date of the closing, I had {$90.00} in my escrow. They are refusing to return it to me. They are now claiming it is for mortgage insurance premium. However, as stated, that was paid at closing. They are unethical and should not be allowed to due business. They make you increase the amount you keep in your escrow every single year, they claim they don't make money of the escrow accounts but I find that highly unlikely. They need audited.
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| 04/26/2020 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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I purchased my home on XXXX XXXX through XXXX XXXX in XXXX XXXX. I fully funded as a part of closing my escrow account to cover property taxes for 2019, which were approximately {$9000.00}. XXXX XXXX paid these property taxes. Shortly after the sale, XXXX XXXX sold my mortgage to Freedom Mortgage, based in New Jersey. Freedom Mortgage then proceeded to also pay my property taxes, in effect paying my 2019 property taxes twice. Freedom mortgage, without informing me, then increased my monthly mortgage payment from around {$2800.00} a month, to {$3600.00} per month to cover what they said was an unexpected deficit in my escrow account. Theyve admitted to me that this deficit is due to the mistake they made in double paying my mortgage, but have been unwilling to lower my mortgage payment to the regular level until they recoup their overpayment from XXXX XXXX county. I believe I am being taken advantage of. They made the mistake, yet I am having to pay an additional {$750.00} per month because of a mistake they made. I want to know what my rights are and if theyve violated the law, I would like financial penalties imposed on them to compensate me for the time, stress, and worry this has caused me, not to mention a much higher payment which has put tremendous strain on my finances during the Covid 19 crisis.
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| 12/29/2020 |
Yes |
- Debt collection
- Mortgage debt
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- Attempts to collect debt not owed
- Debt was paid
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Web |
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I am writing in regards to a late payment on my credit report from for XX/XX/XXXX on my Freedom Mortgage account # XXXX opened XX/XX/XXXX, highest balance {$420000.00}. The late payment occurred due to a third-party error. ( See Attached proof ) and my medical condition that its been really difficult, especially by XX/XX/XXXX.
On XX/XX/XXXX, I received a payment confirmation from this third party company stating that my payment was successfully submitted. Beginning XX/XX/XXXX, I received a letter from the third-party company stating that they committed an error and my payment did not go through. Before this, I was not even aware that my account was carrying a balance and had a late payment. I immediately made the payment on but by that time I was already marked late.
All this happened along with my medical condition. I had XXXX XXXX diagnosis and I was under treatment and I didnt have a job. It was overwhelming. This was a situation that I could not control. Now I have a perfect record of on- time payments.
As a courtesy, I am requesting that Freedom Mortgage do a goodwill adjustment and remove the late payment from my record. You have been my bank for a long time, and I hope to continue having a wonderful relationship with your company.
Thank you for your consideration. See attached : Medical proof
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| 07/06/2022 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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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!!!
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| 10/18/2021 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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We accomplished an IRRL with a closing on XX/XX/XXXX. We have been with Freedom Mortgage since XX/XX/XXXX.
We switched our homeowners insurance companies selecting a local servicer with lower rates in XX/XX/XXXX. Freedom Mortgage paid XXXX ( XX/XX/XXXX ) {$2000.00} for homeowners insurance for the period of XX/XX/XXXX-XX/XX/XXXX. In XX/XX/XXXX, Freedom Mortgage paid new insurance provider, XXXX, {$1600.00} for the period XX/XX/XXXX-XX/XX/XXXX. In XX/XX/XXXX, XXXX refunded {$2000.00} to Freedom Mortgage and was put into our escrow account.
Freedom Mortgage has decided that we owe, for escrow shortage, {$3600.00}. Our taxes have decreased by {$100.00} per year. Our homeowners insurance has decreased by {$400.00} per year. Our escrow monthly payment was {$780.00} per month. Effective, XX/XX/XXXX, our monthly escrow payment is {$760.00}. However, even though our taxes, insurance, and monthly escrow has gone down, Freedom Mortgage insists that we must pay an additional {$300.00} per month towards our escrow shortage.
After multiple discussions with representatives from Freedom Mortgage, they are unable to adequately explain or justify the change. Additionally, they will not re-compute an escrow analysis. The additional amount per month is an excessive financial burden and incorrect in its calculation.
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| 12/15/2015 |
Yes |
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- Loan modification,collection,foreclosure
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Web |
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We contacted our lender XXXX Mortgage in XX/XX/XXXX and told them I had been injured with a XXXX and was removed from the State of XXXX. Husband had lost his job and insurance due to having to leave a job in XXXX to come save my life in XXXX. XXXX XXXX XXXX diagnosed XXXX XXXX XXXX, due to my XXXX there was nothing else that they could do for me. On XX/XX/XXXX my husband brought me to XXXX XXXX where I could receive emergency treatment for Brain injury, neck injury and starvation. We were approved by the VA for a special circumstance approval for short sale. However they refused to provide the needed documentation in order to complete the sale. Instead they sold our loan to Freedom Mortgage Company and set the Auction for XX/XX/XXXX. We had another short sale buyer but could not get the needed and required documents from them either after repeated calls from us and our real estate agent. Our buyers were there for the auction however no one should up. I called them and was told it had been postponed for the short sale they would not cooperate in providing the documents. Auction rescheduled for XX/XX/XXXX.
Legal notifications do not required the correct spelling of our names in the State of XXXX just the correct number. However to get the VA insured loan our documentation had to be complete and correct.
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| 05/10/2023 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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In XX/XX/XXXX I remove my home insurance from my current lender ( Freedom Mortgage company ) because they increase my policy and went ahead and found me another company which provide me a better prices. I decide to go renew my home insurance policy with my new company starting on XX/XX/XXXX to XX/XX/XXXX. My new home insurance company sent all documents needed to my lender so my mortgage can be in accordance so I can start paying my mortgage including my home insurance with not problem. In XX/XX/XXXX the lender company decide to do an audit on my Home insurance and decide that I have a negative balance because instead to do an audit for one year home insurance ( XXXX which is current ) decide to add an additional year ( XX/XX/XXXX to XX/XX/XXXX ) without my concern or without me having a new contract with my actual company or with out a payment from them. I called my company ( XXXX ) to see if the lender paid in advance the insurance they are trying to make me pay ( XX/XX/XXXX to XX/XX/XXXX ) or if they renew on my current home insurance where they state NO. So now, my complaint is that my lender or mortgages company is trying to make me paid 2 times my XXXX XXXX XXXX instead for the one year contract I have with XXXX which is being already paid by the lender and is part of my regular monthly payment.
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| 07/14/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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Freedom Mortgage has held my mortgage for a number of years. In 2020 they offered to lower my rate so I refinanced and the loan closed in XXXX. The property consists of two lots that were both part of the original loan and the new loan. Both the original and new loan included an escrow account for taxes and insurance. On XX/XX/XXXX I received a notice from the county indicating the property taxes on one of the lots was delinquent and accruing additional fines. Freedom Mortgage had requested and received tax statements for both lots but had only paid for one. I immediately emailed Freedom Mortgage with the issue including attachments of all documents. I subsequently called their help line on the first business day to report the problem. Since my initial contact with them I have repeatedly emailed them all documents and have telephoned their customer service line at least twice. Each time I have had to repeat the details of the problem over again as though there was no record of my original claim. I have received several auto replies via email stating more investigation was necessary but I would have a response by dates that have both passed and my property tax remains unpaid. Freedom Mortgage must pay my property tax from my escrow account and are responsible for any additional fines that have accrued.
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| 04/27/2020 |
Yes |
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- Incorrect information on your report
- Account status incorrect
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Web |
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FREEDOM MORTGAGE I called to inquire about CARES ACT options because my salon was mandated to close by state. I spoke to someone about my options and did not hear the options offered in the CARES act. I did not agree to any options that where offered by Freedom Mortgage at that point the representative told me to call the FHA. I called the FHA and they are looking into servicers that arent offering options. I have not made any changes to my loan payments because of COVID i have NO plans of agreeing to change to Freedoms Forbearance. I was never contacted by XXXX teller number XXXX.I will be contacting RESP as well as making a complaint to sml.texas.gov. I was also informed in paperwork that let me know i was illegally put on a program i did not agree to that my credit will be impacted.I have Never signed documentation Never verbally agreed to a Forbearance Plan Terms. I make my payments online and now am locked out of my account to my payments and a message says contact loss mitigation. I need this rectified immediately. It was fraud to put me on this plan. I never sent documentation I asked questions and learned they where not following CARES. The FREEDOM MORTGAGE servicer said call FHA. This is fraud! I had questions now I'm recieving paperwork about a plan that I'm not agreeing to.
XXXX XXXX XXXX
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| 11/12/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
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I sold my home on XX/XX/18. Settlement for the mortgage in full was WIRED to Freedom Mortgage the same day and online it does show that the principal balance is XXXX. I have called an confirmed that there are no further payments on the loan needed. I have also confirmed that they have in escrow {$3300.00}. I have receipts that the property taxes for 2018 were paid through the title company in full in the amount of {$2200.00} ( an escrowed item ) and that obviously the insurance company will not need to be paid as the house was sold. So I am owed the full amount in escrow of {$3300.00}. I have been told that t hey will not pay me interest for the time they have held my funds. As of today,XXXX, they have not refunded me my money from escrow. I feel that because this payoff obviously was paid via wire ( the money is not in dispute ) and that all other items have been paid that my money should be released immediately or I should receive interest for the time they have my money. It is wrong for them to hold my money for no reason. I don't care if that is " their policy ''. Policy does not mean it is the right thing to do. They are making money on those funds every day and I am being denied access to my money. I can see a delay for up to 72 hours for processing but anything after that should not be allowed.
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| 07/02/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
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Our house closed/recorded escrow on XX/XX/2018 On XX/XX/2018 I called to check status on our Escrow refund from Freedom Mortgage.
I was told the check was cut on XX/XX/XXXX. Freedom Mortgage said they will void check and send a new check. I was to receive it in 10 days. On XX/XX/XXXX I called again because I had not received the escrow refund check in the amount of {$1100.00}. I was told by XXXX ID # XXXX that the request on XX/XX/XXXX was not done correctly so the ticket was closed. XXXX said he would expedite a check and would email me a copy of the original check dated XX/XX/XXXX.
On XXXX I was told by Supervisor ID # XXXX - XXXX that another check was cut on XX/XX/XXXX and that I should receive it by XX/XX/XXXX. I asked for his manager and was transferred to Manager ID # XXXX. She stated that all prior tickets were done incorrectly so there was never another check sent to me. She also stated that Freedom Mortgage does not provide copies of checks to customers, that I was incorrectly told that I would receive a copy. She said that I would receive the check by XXXX and that after I receive the check to call back to get check and batch numbers of previous check ( s ). I asked for a tracking number for the latest check being sent and Freedom Mortgage said they can't/do n't provide tracking numbers.
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| 10/18/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Settlement process and costs
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Web |
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Back in XXXX XXXX, Freedom Mortgage was to close the refinancing of our mortgage loan. We started the loan application in XXXX XXXX and on the onset, our feeling was things were being handled and managed to allow us a closing date of XXXX XXXX. When there were delays due to operations issues with Freedom, we requested that all of these issues be resolved before the party involved in the transaction had travel plans and would be unable to postpone them.
Needless to say, Freedom was negligent in responding to this and closing did n't happen on time for this party to leave for Florida for 3 months. BUT, to make a solution for all concerned, we moved the closing to XXXX XXXX and myself and my other half had to pay the cost of an airplane flight from florida to our home and then return back to florida.
Needless to say, XXXX date of settlement came and there were again problems made along the way by Freedom that caused delays in settlement on that particular day of closing. They provided a closing cost statement without knowing all of the numbers on the itemized report and could n't explain it to us at Closing. It required further email follow up days after the " closing '' for anyone to provide the complete closing details to us. HIGHLY UNUSUAL for a Mortgage Company in the business of closing loans.
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| 08/20/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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XXXX XXXX Bank initially lost and never processed a completed loan modification of mine from XX/XX/XXXX and and incorrectly applied payments and escrow due to this major error. They never corrected and transferred the erroneous information to XXXX. I have filed complaints with XXXX and XXXX XXXX Bank and no actions have ever been taken to correct, so I am guessing my issues are not a priority for your office. Freedom Mortgage just took over my mortgage effective XX/XX/XXXX and they have advised I have a shortage of {$870.00} in my escrow. I submitted Notice Of Error that was received by Freedom Mortgage XX/XX/XXXX including copies of my bank statements confirming all my payments made back to last year. I have not missed a payment and the escrow analysis was incorrect. They just responded with a letter dated XX/XX/XXXX, advising I am in a shortage of {$870.00} and included XXXX pages of unintelligible payment postings from XXXX that do not make sense. It looks like XXXX raised my principal from around XXXX from the last year with XXXX XXXX XXXX to XXXX when they transferred to Freedom Mortgage XX/XX/XXXX. Please explain how this can happen when my bill is paid every month?. I am asking for help. Once again. My mortgage has not been correct for XXXX years and I have been begging your office for help.
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| 03/14/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I was informed XX/XX/XXXX by my insurance company that the Mortgage Company had not paid my Hazard Insurance due XX/XX/XXXX. I have confirmed with the website of the mortgage company. My Mortgage Company is Freedom Mortgage. I have phoned Freedom Mortgage twice, the first time it took 7:57 minutes to reach a live person as the phone prompts repeatedly forwarded be back to previous prompts. Then the representative forwarded me to the Insurance department in which the phone system again placed me back through repeated prompts and a live person never answered.
I later called and it took 12:53 minutes to reach a live person but I could only reach a live person by identifying myself as a representative of an Insurance company. Once a live person answered, I explained my difficulty and inquiry, she then tried to transfer me again. I stopped the representative and cited the regulation 1024.36 ( a ) ( b ) as I am very familiar because I am a Lending Compliance Officer of a Financial Institution. I was then placed on an extensive hold superseding 10minutes before disconnecting. I hav also emailed the company twice as well. I have Mailed my QWR but I am concerned there will be a lapse in my coverage due to their negligence and I need to know how to hold the Mortgage Company accountable for such negligence?
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| 01/31/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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XX/XX/XXXX : Freedom Mortgage made an erroneous payment in the amount of {$3700.00} for " Hazard Insurance '' for a policy unrelated to my mortgage or account in any way. According to Freedom 's representative, this disbursement was made in error and resulted in a negative escrow balance, subsequently creating an incomprehensible statement. Subsequently, Freedom asserted that my account was deficient by {$7400.00}, while I was at all times making regular mortgage payments and a single payment of over {$7000.00}.
XX/XX/XXXX : A RESPA QWR was sent to Freedom Mortgage by my attorney, seeking an audit of my account and disputing the arrearages asserted by Freedom. Freedom subsequently sent an initial response, stating that they would provide the requested material as soon as possible. By XX/XX/XXXX, Freedom had not provided any additional information or made any further contact.
XX/XX/XXXX : A second RESPA QWR was sent to Freedom Mortgage by my attorney, citing Freedom 's failure to respond and restating my request for the information sought and my dispute of the asserted deficiencies.
XX/XX/XXXX : Freedom has failed to provide any additional response or communication. Freedom has further lock me out of my online account and continues to send mortgage statements showing a {$7400.00} deficiency.
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| 06/03/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
Servicemember |
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I was pre-approved for a conventional loan for an investment property on XX/XX/2020. Today is XX/XX/2020 and I have missed two closing dates and can not get an answer as to when I will be able to close. Due to the lack of communication between the lender, attorney 's office, real estate agents and I, I have been forced to pay an additional {$500.00} in due diligence money on top of the {$500.00} I originally paid. I am also currently paying rent for the home through a buyer 's possession negotiated so my renter 's could move in even though I have been unable to close. These renters were relocating from another state due to job relocation and needed a place to go. Now the seller is considering terminating my contract and I've done everything I can to move this process along. I have provided all the requested documentation several times over and have been asked to justify documentation provided multiple times. I have already been approved for the loan so I can't understand why I can't just close on move on from this. This is the last time I will ever get another loan through Freedom Mortgage and I am sick by the way I've been treated throughout this process. I was going to walk away and use a different lender but was talked into staying on the promise of closing on XX/XX/2020, which also was a lie.
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| 03/07/2018 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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Our XXXX XXXX XXXX was sold to XXXX XXXX XXXX, XXXX XXXX # XXXX, XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX, NJ, XXXX. We received initial notice from them in the form of marketing materials in XX/XX/XXXX, saying they had bought our loan and more information was to follow. They never followed through with any further information. We received a letter from our old servicing company, XXXX, dated XX/XX/XXXX, advising us that XXXX XXXX XXXX was our new servicer after XX/XX/XXXX. That letter included the new XXXX XXXX XXXX loan # XXXX. XXXX XXXX XXXX has never sent us a welcome package, any kind of statement, nor instructions as to where payments are to be made. I called their customer service and they don't have any information about the loan number and wouldn't talk to me. We registered on their website and the loan number cross references to our address, but there is no loan information. The next payment is due on XX/XX/XXXX and XXXX XXXX XXXX has not provided us with a statement, payment booklet, account information, or any useful information to assist us in making our payment on time. We find this to be quite absurd given the fact that they have been sending us marketing materials and calling us with marketing offers since XX/XX/XXXX. The last payment that XXXX will accept was made on XX/XX/XXXX.
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| 11/05/2022 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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Freedom Mortgage is refusing to give the rest of my insurance check claim funds to fix my house from Hurricane LaurXXXX which happened OVER 2 YEARS AGO. They have refused to engage in common sense talks to solve my issue and have done nothing but tell me lies. They changed companies who handle insurance check claims in the middle of us fixing our house and we have done inspections and guess what no money was released.The original amount for insurance was $ XXXX, and we got $ XXXX up front, but with inflation and labor shortages that money is long gone. We are almost finished with our house, but we are unable to finish or make more progress because they refuse to release the last $ XXXX of our money. They want to deny us from getting our money so they can keep making interest off the account, and my family suffers while we live in a tiny little camper.
I have tried for the past 6 months to handle this with the company in every way possible, but they refuse to help me. We are at the point that we are going to re-finance with a different company just to get away from them even if it means us getting a worse finance rate. We didn't choose Freedom Mortgage, they bought our loan from XXXX XXXX, and by far it has been the WORST EXPERIENCE of any mortgage companies we have ever dealt with point blank.
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| 12/28/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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My wife and I purchased our home in XXXX through XXXX XXXX. I retired in XX/XX/XXXX. In order to reduce our monthly pay out we refinanced through XXXX Mortgage and dropped our interest by 2 percent. The refinance to XXXX happened XX/XX/XXXX. We always try to keep our payments from six to twelve months in advance and this was going nicely until they, XXXX, sold our loan to Freedom Mortgage. We made our last payment to XXXX Mortgage in XX/XX/XXXX. I made two payments to Freedom Mortgage in XXXX trying to again get ahead on my payments. They, Freedom Mortgage, misapplied the second payment as principal instead of the XXXX payment. I wrote Freedom Mortgage in XXXX to their XXXX Department. I have a copy of their return letter but it is riddled with errors as if no one really paid attention. My complaint is, XXXX promised in a letter to me that nothing would change and it has. Their monthly statements have no amount due or how the payment will be broken down. I have copies of everything if you want them. Freedom Mortgage will not communicate with me about this problem. I called XX/XX/XXXX and asked to speak with a supervisor who refused to take the telephone. I spoke to XXXX but her supervisor would not talk. The letter that I received was dated XX/XX/XXXX was not signed and came from customer care.
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| 08/31/2018 |
Yes |
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- Struggling to pay mortgage
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Web |
Older American, Servicemember |
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In XXXX of 2017 My house burned. I had to have a public adjuster group assist in getting fair value. They took $ 30K of all monies. XXXX gave all monies to the mortgage company Looking at the Freedom Mortgage web I was given {$140000.00}. {$140000.00} - {$30000.00} = {$110000.00} Freedom Mortgage gave me $ 40K and said when done 50 % they would give more. How do I get 50 % done on $ 25 % of the monies. I fought for more. finally got it and completed 55 %. They gave me another $ 25 % and said I get the rest when 100 % done. I fought again How do I finish 100 % on 75 % of the monies. they finally gave me another $ XXXX and I am at 80 % complete. I have been fighting to get the remaining $ XXXX to finish rugs, doors, dining room floor and molding. They will not release it. My mortgage is only {$720.00} per month. In essence Freedom is holding 22 months of mortgage payments. The monies given to Freedom were about $ 40K above the actual mortgage and they did not even put the monies, that were technically mine in an interest bearing account. I take care of a homeless man and his XXXX XXXX XXXX son which also contributes to expensis All the above letters, inspections, and requests to Freedom Mortgage can be found on their web sites. I will supply anyone with the info to log in and see dates and times.
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| 07/28/2022 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I have been attempting for several months to assume the mortgage on my deceased mother 's home. I am the sole heir, and have been recorded on the title.
I have made multiple phone calls, and sent several emails to advance this process.
Upon each inquiry, Freedom Mortgage asks me to submit a mortgage assumption form. I have submitted this form on 3 different occasions. I have also submitted all other required documents ( death certificate, letters of administration, recorded title ).
After submitting the form Freedom Mortgage completely ignores my request, and I'm forced to submit yet another inquiry to attempt to move the process forward.
Also, I began asking Freedom Mortgage about removing XXXX from the existing loan.
They again ignored my inquiries for a few months. Finally they replied that the current mortgage is FHA and is not eligible for an XXXX XXXX, but that I could simply refinance into a conventional loan to remove XXXX. Had Freedom Mortgage responded in a timely manner, when mortgage rates were in the 3 % range, this would have been a feasible option. However, due to their egregious delay, mortgage rates have doubled making a refinance option untenable.
I believe this shows purposeful bad faith on the part of Freedom Mortgage, and would like the issues resolved immediately.
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| 04/22/2022 |
Yes |
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- Trouble during payment process
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Web |
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my mortgage co. is..freedom mortgage... i took a forebarance on my house for a year..i started paying on my house again afterwards..i never missed a payment befor or after the forbarance..i got my forbarance papers the first week of XXXX XXXX.they came with my ex wife name on them..i called freedom mortgage the same day to explain the papers were wrong..i was told they would redo them... i called every other week for months to see where they were..and then..early XXXX.im told they need the deed... i called my lawyer and he sent the deed to me and freedom mortgage..i also sent them... i called twice a month or more to get a update... then im told by freedom mortgage several times its not the right deed ... so in XXXX me and my lawyer have a 3way call with freedom mortgage... they finally agree the deed was correct..since then still nothing..they also tagged my credit as 180 days late ... my understanding is thats illegal to do that when im in forebarance or loss mitagation which i still am..i also recieved no less than 4 foreclosure notices on my house..freedom mortgage has told me not to worry about them..they even told me that on the 3way call with my lawyer..i feel that my rights have been violated and want this corrected immediatly..i still donot have my forebarance papers 10 months later..
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| 11/22/2019 |
Yes |
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Web |
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I sent a written request on XX/XX/XXXX to Freedom Mortgage to please provide the payoff, the Freedom Mortgage website confirmed three days to provide the payoff with the email confirming receipt of the request received on XX/XX/XXXX. I followed up on Wednesday XX/XX/XXXX and called today, confirming that it should be completed on Monday XX/XX/XXXX. The closing is being delayed due to the lack of the required documentation. I resent all outstanding notice of errors and requests for information XX/XX/XXXX and still have not received a response on those documents that state a response is provided within 30 days with many resent twice since the original request and it is years later.
Request for Information Request Date XX/XX/XXXX resent XX/XX/XXXX & XX/XX/XXXX XX/XX/XXXX resent XX/XX/XXXX & XX/XX/XXXX XX/XX/XXXX resent XX/XX/XXXX & XX/XX/XXXX XX/XX/XXXX resent XX/XX/XXXX & XX/XX/XXXX XX/XX/XXXX resent XX/XX/XXXX & XX/XX/XXXX Notice of Error Request Date XX/XX/XXXX & XX/XX/XXXX XX/XX/XXXX resent XX/XX/XXXX & XX/XX/XXXX XX/XX/XXXX resent XX/XX/XXXX & XX/XX/XXXX XX/XX/XXXX XXXX & support resent XX/XX/XXXX & XX/XX/XXXX XX/XX/XXXX resent XX/XX/XXXX & XX/XX/XXXX XX/XX/XXXX resent XX/XX/XXXX & XX/XX/XXXX XX/XX/XXXX resent XX/XX/XXXX & XX/XX/XXXX XX/XX/XXXX XXXX & support resent XX/XX/XXXX & XX/XX/XXXX
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| 04/02/2018 |
Yes |
- Debt collection
- Mortgage debt
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- Attempts to collect debt not owed
- Debt was paid
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Web |
Servicemember |
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I contacted Freedom Mortgage in XXXX many times over the past 4 years about their faulty practices. In fact I have sued them before and they settled. I contacted them in XX/XX/XXXX about my home they wrongfully and neglectantly closed on. I have sent them the letter that they sent me stating that they were not legally able to foreclose on my home until XX/XX/XXXX, because it was protected under the SCRA. When I contacted them concerning the matter They failed to provide me with the requested information, but instead provided me with my name, the last 4 of my social, and the amount supposedly owed. They did in fact send me a falsified documents and documents were different from the original deed that I possess.
Freedom Mortgage just needs to be shut down period. They are a thorn and a causes great harm to our veterans and other Americans who have worked hard to secure the American Dream. I truly do not see how the government allow companies like this to remain open and thrive, and also give them bailouts with taxpayers dollars. I have the SCRA paperwork they previously sent me and it has been forwarded to my attorney I have contacted them and asked them to remove the erroneous information from my account, but they refuse to do so. My next step is sending them a letter stating my intent to sue.
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| 10/10/2023 |
Yes |
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- Trouble during payment process
- Escrow, taxes, or insurance
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Web |
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Freedom Mortgage has made our new homeowner experience difficult. This is the third time in two years that this company has overpaid our property taxes. Each time, I have asked them to correct our account to document that we are to pay semiannually rather than annually. Each time, I am told that it was fixed ( which never happened ) and that we would receive a refund. Unfortunately, this year we were refused the opportunity to obtain a refund and adjustment in monthly payments. In XX/XX/XXXX, Freedom Mortgage XXXX Department paid {$3000.00} in property taxes to the city of XXXX. After multiple conversations via phone, I was ensured that the account was adjusted and to expect a refund/new escrow analysis. Weeks went by and I didn't receive anything. I called the XXXX Department several times from XXXX to XXXX. My final conversation on XX/XX/XXXX, resulted in a rejection of a refund/new escrow analysis. We were told that they accepted fault for their mistake, but stated that it was nothing that they could do. We are now respond to pay {$1500.00} to bring our escrow out of the negative. This resulted in a {$200.00} increase in our monthly payment and added stress to our monthly finances. I can't believe that the same company would make the same mistake three times in a row and not learn from it.
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| 02/08/2023 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
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In XXXX I applied for a covid hardship plan with Freedom Mortgage and we agreed of the payback amount before the contract was finished. MY payback amount was {$490.00} a month so, I asked could I start paying on it? I was told I could, so I started that very next month. I paid until I kept getting the run around of the contract, it was the same excuse all the time VA was backed up on their paperwork. I decided to get VA more directly involved and I was told I didn't have to pay them anything until the contract was complete. So, when I do finally get the contract it is totally different on the amount that we had agreed upon by over {$200.00}! I called Freedom Mortgage and they did acknowledge that it wasn ; t the original offer and told me, they would see if they could honor the first contract but, didn't never called me back. My VA Loan XXXX XXXX XXXX XXXX was on the phone with Freedom Mortgage last week and I was told over the phone what I need to summit to keep my home from going up for sale, I seent all three documents that their Liquidation Department. I called back on the XXXX as I was told to find oud that they sent me a letter out on the XXXX for the same documents? I'm a 100 % Protected XXXX XXXX and they sold my home on XXXX and was served an illegal eviction notice from new owner?
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| 03/29/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My mortgage was transferred from XXXX XXXX to Freedom Mortgage. On XXXX I received paperwork ( dated XXXX ) from XXXX about " Notice of Servicing Transfer ''. Today ( XXXX ) I contacted Freedom Mortgage to ask about what amount is due and when. I was told " whatever you paid your other morgage company ''.
The rep gave me a loan # and stated that's what I should use for my payment. She ( Freedom Mortgage rep ) then said that my " acount has not yet been moved over '' but that I have until XXXX XXXX to make a payment ' XXXX XXXX is 6 business days from today ( XXXX ). I then asked when would my account be moved over and she said " well our paperwork says by XX/XX/XXXX ''. I asked her if Freedom would notify me when my account IS moved over ; she said no. I told her I was not going to send money to a nonexistent account and asked if I would then be penalized for not paying on time. She said 'no '.
So I still have no idea when Freedom will officially have my account and apparently this company- Freedom Mortgage- doesn't know.
Freedom Mortgage also says to use their automated system, which I tried to do and everytime I entered my phone #, I get the message " yourinformation is incorrect '' ; it's not. I now suspect this is because Freedom STILL doesn't actully have my account up and running.
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| 01/12/2018 |
Yes |
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- Incorrect information on your report
- Account information incorrect
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Web |
Servicemember |
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I have a mortgage with Freedom Mortgage. They are incorrectly reporting our XXXX, XXXX payment as late, even though the payment was made on time.
On XXXX XXXX, XXXX, Freedom Mortgage was notified that I was in a Chapter XXXX bankruptcy. They suspended our ability to make payments online, so we were forced to mail a check into them. They did not receive ( or process ) the initial payment we mailed on XXXX XXXX, XXXX. They finally deposited the second check we mailed on XXXX XXXX, XXXX. They failed to process our payments in a timely fashion, which is causing a 30 day late payment on my credit report.
Here is a summary of the charges on our statement.
XXXX/XXXX/XXXX Payment Received ( {$2300.00} ) Detail XXXX/XXXX/XXXX Payment Received {$3.00} Detail XXXX/XXXX/XXXX Payment Received {$2300.00} Detail XXXX/XXXX/XXXX Payment Received {$2300.00} Detail XXXX/XXXX/XXXX Payment Received {$2300.00} Detail ( For XXXX XXXX, XXXX ) I have been asking for an explanation on this and they have failed to provide me with why the first payment was not deposited and the second payment was not credited properly, allowing the account to go over 30 days late.
Furthermore, their online system is currently saying we are due for XXXX XXXX, XXXX, so we are not as late as they are reporting on the credit bureau.
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| 09/23/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Earlier this year, we were shopping around for a new home owners insurance broker and our policy was accidentally cancelled and reinstated by XXXX. When this happened, Freedom Mortgage was refunded XXXX dollars. We then received notice from XXXX that if we did not pay them back the XXXX dollars, we would have a lapse in coverage. After numerous phone calls taking an entire day, Freedom Mortgage assured us that everything was taken care of. A month later, we received a notice from travelers saying we no longer have homeowners insurance due to lack of payment by freedom mortgage. They did olnot pay the XXXX and stopped paying XXXX altogether, despite collecting money from our mortgage payments for escrow. After multiple phone calls, spanning XXXX entire days, we were again assured that it was taken care of. Now I have received a letter from freedom mortgage, estimating our next year 's escrow, which does not include homeowners insurance, indicating that they are still not paying my homeowners insurance, putting me at risk of not having coverage on my house. I had no choice in my mortgage being sold to this horrible company who is collecting money from me and not paying my homeowners insurance, putting me at risk of losing my house to a fire when we live in an area that is prone to wild fires.
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| 06/30/2015 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
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I recently refinanced my home with XXXX XXXX XXXX Bank. Myold financial institution is Freedom Mortgage. During the process, mycounty received a payment for property taxes for the XXXX installmentdue this year between XXXX 2015 and XXXX 2015 from both institutions.
The county stated that the payment from XXXX XXXX XXXX Bankwas received first. So because of this, the county stated on the phonethat they were sending the other payment back. Freedom mortgage usesa third party, XXXX, to take ownership of mortgage responsibilities. Ihave called XXXX almost every week since XXXX 2015 to get myamount of property tax payment refunded to me. They have stated thatthey have been waiting for the county to send it back to them so they cansend it to me. XXXX has already established it is owed to me. Ispoke to XXXX, ID # XXXX, a supervisor from XXXX in customercustomer service in mid XXXX 2015 with a representative from thecounty, XXXX, on the phone. She witnessed them tell me that the countyhas already sent the amount of {$1400.00} approximately back toXXXX. As of XXXX XXXX, 2015, XXXX claims that they still have notreceived it and that they would forward the concern. I have constantlycalled them for my refund and they continue to promise that some onefrom XXXX XXXX would get back to me about this matter.
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| 12/28/2016 |
Yes |
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- Loan modification,collection,foreclosure
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Web |
Servicemember |
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XXXX XXXX I was forced to sale my home due to hardship related to divorce. I entered into the loss mitigation process XXXX with an offer, but Freedom Mortgage continually delayed the process, lost documents, and eventually caused XXXX buyers to back out over 5 months. Finally, I received a cash offer, but still it took several months of back and forth to Sell the home. Following the sale of the home XXXX XXXX Freedom Mortgage continued to notify the credit bureaus that I am past due 180 days. This home had multiple offers, would have sold multiple times, and even after it sold I continued to get threatening letters regarding property insurance on a home I no longer owned. Freedom Mortgage has no accountability and their departments lack communication that sets up consumers for failure.
Their loss mitigation process is not transparent, their customer service department lacks customer service ( Multiple complaints filed with no response ), and they have made no attempt to work with me to resolve this issue. I submitted my complaint to the XXXX with an evidence file that clearly articulates the issue with time stamped evidence, but the response completely avoids the evidence presented and only points out a poorly drafted timeline that omits their continued failures questioned in my complaint.
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| 04/19/2016 |
Yes |
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- Settlement process and costs
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Web |
Servicemember |
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I submitted a refinance with Freedom Mortgage XXXX XXXX XXXX XXXXXXXX XXXX NJ XXXX in XXXX 2016 to convert my primary mortgage from an FHA to VA loan. Freedom Mortgage sent an appraiser to appraise my home and charged me for the appraisal and they charged numerous additional fees for the refinance process. I was told by Freedom Mortgage it would take approximately two weeks to get everything processed. I heard nothing from Freedom Mortgage after two weeks and began trying to contact them. I called the assigned rep but could get no response. On XXXX XXXX I did contact XXXX XXXX, Assistant VP of Sales and he requested a credit card number and a XXXX -- XXXX of which I provided. XXXX XXXX then charged additional fees and immediately became unresponsive.
I managed to contact a XXXX XXXX XXXX at Freedom Mortgage on XXXX XXXX and he stated he 'd get the process resolved. After numerous calls and messages, XXXX XXXX referred me back to XXXX XXXX -- who has remained unreachable. I have requested Freedom Mortgage complete the process and/or refund all the fees collected so I can get this processed elsewhere but Freedom Mortgage has refused to do either. I believe Freedom Mortgage has charged fees in excess of the VA allowance and has no intention of processing the refinance or returning the money.
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| 01/26/2024 |
Yes |
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- Trouble during payment process
- Escrow, taxes, or insurance
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Web |
Older American, Servicemember |
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On XX/XX/XXXX, our auto insurance premium was paid from our mortgage escrow assets by Freedom Mortgage. I obtained a refund of the duplicate automobile insurance payment made by Freedom Mortgage from the insurance carrier. I did not return the refund to the escrow account for reasons stated in the attached correspondence.
The consequence is that Freedom Mortgage raised our XXXX monthly escrow contribution by 93 %.
This punitive increase is due to the fact that Freedom Mortgage insists on using the total insurance payouts from last year in the escrow analysis. The factors being applied are inaccurate and occurred due to an error committed by Freedom Mortgage 's processing department.
I spoke with an insurance department representative at Freedom Mortgage on XX/XX/XXXX. Her name was XXXX. XXXX was able to isolate and validate my contention that the escrow analysis was inaccurate and based on faulty input. XXXX requested a recalculation of the escrow analysis using accurate data.
I also spoke with an escrow analyst named XXXX on XX/XX/XXXX. XXXX concurred with XXXX 's request to have the escrow analysis reviewed and updated with the proper inputs. XXXX guaranteed that the new analysis would be available by XX/XX/XXXX.
The firm remains unresponsive to the validated concern described.
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| 07/31/2020 |
Yes |
- Mortgage
- Other type of mortgage
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Web |
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I closed on my refinance XX/XX/2020 the notary came to my home I signed all legal documents for closing and the documents are notarized. For the following two weeks the mortgage company called me to schedule a closing which I informed the company each time I already closed on XX/XX/2020.Lack of communication between the departments within the mortgage company. Also I was to receive a refund of {$300.00} no later than XX/XX/2020 from the mortgage company which I did not receive so I called the mortgage company on XX/XX/2020 inquiring about my {$300.00} and at that time I was informed the mortgage company made errors and information on my file was vague incorrect blank. Once again not my fault. The mortgage company gave the ok to the notary to come to my home and close the deal.Now at this point it worsened the nightmare I already been experiencing with the company. From XX/XX/2020 till XX/XX/2020 I called to discuss the issue the company was having I have gotten zero answers and the problem is still lingering like a bad headache. I left messages no one called back. I did everything I was suppose to do and quite frankly someone at the mortgage company needs to take accountability for the errors, lack of communication, unprofessionalism, waste of my time, and ultimately a living nightmare.
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| 11/12/2019 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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In XXXX I received a mortgage for a home address : XXXX XXXX XXXX XXXX XXXX, Tx XXXX. In XX/XX/XXXX I was forced to declare Bankruptcy due to a XXXX Medical condition. The home was listed on the Bankruptcy. After the Bankruptcy I was never told by the company that it had listed the account " included in Bankruptcy ''. The continued through XX/XX/XXXX to demand Mortgage payments and negotiate payments. I discovered in my credit report that they had closed the account on XX/XX/XXXX. The listing was closed included in Bankruptcy. In XXXX of XXXX I discovered the account was closed by them in XX/XX/XXXX and requested a Deed in lieu of foreclosure for the Veterans Administration to update the loan included in bankruptcy. I was told by the Veterans Administration that as of XX/XX/XXXX they were continually listing the house as payment overdue and still were listing the account as open. The account was closed by them due to Bankruptcy and they have yet to send the VA their needed documents or list the account with the VA as closed included in Bankruptcy. I have conversed with them many times and have been told they do not do that. I have had my Bankruptcy Attorney write them and it was ignored. I can only view this as intentional harassment. And a effort to impede me from getting a new house.
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| 08/14/2018 |
Yes |
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- Trouble during payment process
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Web |
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I purchased my house in XX/XX/XXXX my mortgage company was XXXX XXXX XXXX. In ct u have to pay ur taxes and my flood in a advance before you close. XX/XX/XXXX freedom mortgage bought my mortgage from XXXX XXXX. I'm getting letters from freedom mortgage that I'm XXXX in debt. When I call them and ask them why they can't give me an answer. And the only thing that changed was XXXX my property taxes went up XX/XX/XXXX. I tried 2 times contacting freedom to find out where the probaly is. They sent me 3 different statements wanting different amounts. I dont know if it stems from XXXX XXXXXXXX which I asked for my papers they claim they don't have anything on me cause I'm no longer with there company. XX/XX/XXXX I called freedom at XXXX XXXX trying to request an escrow analysis. The woman # XXXX was basically denying me says I dont have a valid reason to have one. Then continue to explain I had one in XXXX by the state of ct.and would send that analysis that they claimed they sent me already. Then she continues to say i need to have a cusion of XXXX in my escrow. Im very concerned I never missed a payment I can't get a straight answer out of any one. I'm going to make my XXXX they wanted XXXX. Then it was XXXX. Now it's XXXX. My credit is gon na b affected by not giving XXXX that I don't have.
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| 03/29/2018 |
Yes |
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- Struggling to pay mortgage
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Web |
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In XX/XX/XXXX my husband lost his job due to a company merger. We immediately initiated the process for unemployment insurance and also started the mortgage forbearance process with Freedom Mortgage to ensure we did not lose our home. Since XX/XX/XXXX, I have had to submit additional information five times to comply with the more stringent standards of our FHA loan, and I did this willingly. However, several of the requests were for pay stubs ( mine and my husband 's unemployment payments ) for the most recent 30 day time period because time had lapsed between Freedom submitting the information to the underwriters and the information was considered out of date. Each time I called about this, I was assured by a Freedom representative that this would be the last time the information was delayed and that our forbearance packet was complete and would be submitted. Low and behold it is the end of XX/XX/XXXX and we are still on this stressful merry-go-round except we are back to square one. Freedom Mortgage lagged once again in getting everything to the underwriter and the entire submission expired. I now have to resubmit all documentation and include updated items. I was also told that I should call every day to check on the status - I will do this, but I really hold no hope in this helping.
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| 09/25/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
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FREEDOM MORTGAGE DURING COVID GAVE ME THE FORBEARANCE WITH AN FHA LOAN AND SUDDENLY IT WAS CANCELLED WHICH THEY SAID WAS " OUR '' DOING WHICH WAS RIDICULOUS. WHEN I SPOKE WITH THEM THEY SAID THERE WAS NO POSSIBLE WAY TO REINSTATE THE FORBEARANCE AFTER 3 MONTHS. THEN THEY HAD PEOPLE SHOWING UP AT OUR HOME WITH LOAN MODIFICATION PAPERS AND THEN TO OUR SMALL BUSINESS. WHEN I RESEARCHED FURTHER I LEARNED I WAS " ENTITLED '' WITH AN FHA LOAN WITH THE CARES ACT TO RECEIVE THE FORBEARANCE FOR 12 MONTHS AND CALLED THEM BACK TO DISCUSS THE ISSUE. THIS TIME THE ASSOCIATE TOLD ME I WAS IN FACT ENTITLED TO THE 12 MONTH FORBEARANCE WHICH BLEW MY MIND BECAUSE THE OTHER FREEDOM MORTGAGE ASSOCIATE BASICALLY SAID SUCK IT UP AFTER RECEIVING 3 MONTHS OF FORBEARANCE TOLD US NO. OUR BUSINESS SUFFERED GREATLY DURING COVID AND WE RECEIVED ZERO HELP FROM OUR STATE DURING THE LOCKDOWN AND NOTHING AFTER THE FACT SO FORBEARANCE OUR ONLY OPTION. TODAY THEY SENT CERTIFIED LETTERS TO OUR BUSINESS THREATENING TO TAKE OUR HOME FROM WHAT I CAN GATHER BUT WILL HAVE TO CONSULT AN ATTORNEY TO SEE EXACTLY WHAT THAT CERTIFIED PAPERWORK MEANS AS IT JUST REACHED THE 1 YEAR MARK OF THE FORBEARANCE. THESE PEOPLE ARE SKETCHY AND YOU'LL RECEIVE ALL KINDS OF DIFFERENT ANSWERS FROM THEIR ASSOCIATES. I NEED ADVICE TO THIS SITUATION
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| 04/04/2021 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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Freedom Mortgage bought my loan from the previous loan servicing company in XX/XX/XXXX. Since then, Freedom mortgage has been collecting payments from me that includes costs for home insurance and property taxes towards my escrow account. On XX/XX/XXXX Freedom mortgage debited {$1000.00} to hazard insurance but my home insurance company has no receipt of payment. Ive had to pay out of pocket to my home insurance company- XXXX- to ensure that my home insurance is paid. I received no notice of any change of home insurance and no correspondence from any other home insurance company. Freedom mortgage essentially stole that money from me and did not comply with paying my home insurance company. They also did the same thing with funds in my escrow account for my property taxes. They debited my account {$6700.00} on XX/XX/XXXX supposedly for my tax property bill. The county of Alameda has no record of receiving payment from Freedom Mortgage. The taxes are due on XX/XX/XXXX and if they are delinquent I will incur hefty percentage fines. The fact that Freedom Mortgage took those funds from my escrow account and have not paid either of those bills has put me into a financial hardship. They have stolen from me and made me have to pay for bills that were supposed to be paid from my escrow account.
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| 04/12/2017 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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Our mortgage lender short paid our property taxes.
XX/XX/XXXX - property tax due date XX/XX/XXXX - property tax short paid by mortgage lender XX/XX/XXXX - property owner notified by county tax department of unpaid balance XX/XX/XXXX - property owner provided written notice to lender of unpaid balance and requested written verification of successful tax payment XX/XX/XXXX - property owner called lender, lender verified receipt of owner 's request to pay balance due XX/XX/XXXX - property owner received marketing call from lender to refinance and take advantage of equity. I requested status update for unpaid property taxes and was transferred to a different attendant who confirmed receiving my request to pay unpaid taxes.
XX/XX/XXXX - property owner confirmed through county tax department that tax was still unpaid.
XX/XX/XXXX - property owner contacted mortgage lender for status update. Lender stated that internal departments were processing my request and confirming amount of unpaid balance. Lender stated their target payment date of XX/XX/XXXX. Property owner stated XX/XX/XXXX as unacceptable. Property owner was transferred to escalation department. Lender attendant stated they would attempt to resolve sooner than XX/XX/XXXX and would contact me after 3 days to provide status update.
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| 09/18/2023 |
Yes |
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- Closing on a mortgage
- Fees or costs after closing
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Web |
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I reached out by email to Freedom Mortgage loss mitigation on XX/XX/XXXX -asking to please provide a breakdown on a XXXX partial claim.
I didnt get a response so, I called Customer Service they put in two separate request for someone in underwriting to call me- 1 call was supposed to happen on Tuesday after XXXX XXXX. The 2nd call was supposed to take place on XX/XX/XXXX I-never received a call.
Finally I called back - talked to someone in loss mitigation-that person was still Not able to tell Me how Freedom Mortgage came up with XXXX. in the recorded call, he stated their was no breakdown spreadsheet attached???
The statement I received from him dated XX/XX/XXXX & XX/XX/XXXX show my outstanding principal going from XXXX down to XXXX which is a difference of $ XXXX.
No one at FM, including my attorney can figure how they came up with XXXX! I would like to what was added up to come up this this amount. I have a closing date set for XX/XX/XXXX and this is a high amount I wasnt aware of. I did call XXXX for help but never signed a sheet that reflects XXXX. Yes some forms were sent to me XXXX but no dollar amount was on any of the forms I signed that were notarized. I never would have agreed to such a large amount without pulling out some cash or something. Please explain this XXXX.
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| 12/13/2022 |
Yes |
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- Trouble during payment process
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Web |
Older American, Servicemember |
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On XX/XX/2022 we had a fire that completely destroyed my shop and damaged the roof on my main house. My insurance company deemed the shop a total loss and {$13000.00} damage to the roof of the main house garage. I received the check that was endorsed and sent to my mortgage company, Freedom Mortgage. Since that time, Freedom Mortgage lost, XXXX has fought me every step of the way. I have sent in all the required forms the invoices for work completed by contractors, and they have not released any funds to pay the contractors that have completed work. The contractors will not sign a lien waiver without getting paid, every time XXXX contact Freedom Mortgage they add additional requirements to being able to draw funds. So far they have paid for a partial materials list and thats all the concrete is done and they have not paid for the concrete. Every phone call is never answered by the same person in communication is not the same with any one phone call. Additional requirements are added every time. We are trying to rebuild our shop and repair our house garage. I cant talk to a supervisor that can make a decision that has helped us at all. Please help get freedom, mortgage loss department cooperating with a client who merely wants to rebuild what was lost, but cant do it without funding.
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| 01/04/2022 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Older American, Servicemember |
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We refinanced our VA loan that we had with Freedom Mortgage. We had an existing loan with them. In our Escrow account we had {$2100.00} at the time of refinance. We were told that balance would be transferred into the new loan. We were concerned because our taxes were due in XXXX, and we did this refinance in XXXX. I was assured by everyone we spoke to that the money would be transferred. Well, the loan closed, and the money was never transferred. I started calling in XXXX. Was told by numerous people the balance was in our account and would be transferred. They paid taxes our account the showed a negative {$1800.00}. We called several more times and sent emails. Never a answer always told someone would get back with. Freedom Mortgage has the worst customer service. No one ever gives you an answer. They transfer you to someone else or hang up on you. Also, very unprofessional when you hear babies crying and dogs barking in the background. That tells you the people you talk to do not know what they are doing. This process was supposed to save us money but will cost us more. We will have to pay the negative amount in the escrow account, or our payment will go up by several XXXX dollars. It has been a mess and continues to be. I would not recommend Freedom Mortgage to another veteran.
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| 03/16/2017 |
Yes |
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- Application, originator, mortgage broker
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Web |
Older American, Servicemember |
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I have submitted 23 disputes to FREEDOM Mortgage and they have been non responsive to my many concerns related to the processing of my refinance application. I have received several letters from FREEDOM Mortgage stating to allow up to thirty ( 30 ) business days for a response. The response time has expired on letters received as far back as XXXX 2016. I have even sent several emails on these issues. All to no avail.
I have contacted CFPB, Better Business Bureau, Department of Veterans Affairs and my attorney. Whys has these organization allowed FREEDOM Mortgage to continue to be non responsive to their customers, especially one who is an XXXX Military Veteran with over 30 years of service. FREEDOM Mortgage unwillingness to corporate has lead me to enroll into a repayment program. FREEDOM Mortgage insisted that they did not authorize me to miss mortgage payments during the refinance processing. I provided proof and was told that they did not authorize missed mortgage. FREEDOM Mortgage even stated to CFPB that they did not authorize me to miss mortgage payments. Claiming that documents looked suspicious. Customer may have prepared. I found that their comments were appalling and outrageous. I have attached documents on unresolved issues, numerous complaints against FREEDOM Mortgage.
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| 03/02/2021 |
Yes |
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- Struggling to pay mortgage
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Web |
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XXXX is designed to reduce mortgage payments to XXXX percent of a homeowner 's pretax income or suspend monthly payments for at least one year as he seeks employment. The borrower must be unemployed and eligible for unemployment benefits, use the home as his primary residence, have taken out the loan no later than XXXX XXXX, XXXX, and owe no more than {$720000.00} on the mortgage balance. Borrowers who have fallen behind on payments, or expect to fall behind, may apply for XXXX
XXXX Application Process Applying for an XXXX modification involves paperwork and an income review, similar to qualifying for a new home loan. Applicants complete the MHA " Request for Mortgage Assistance '' form, an MHA hardship affidavit and sign an MHA authorization form. A borrower who is already in foreclosure at the time of application may have to sign a letter acknowledging the simultaneous foreclosure and forbearance processes. Lenders may verify unemployment income borrowers are either drawing or eligible for, as well as borrower assets. Lenders may require that homeowners receive up to three months of unemployment benefit payments before an XXXX forbearance begins.
THIS IS THE LOAN MODIFICATION IN WHICH I QUALIFY FOR. FREEDOM MORTGAGE KEEPS WANTING TO TAKE A FORBEARANCE WITHOUT MY PERMISSION
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| 11/29/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Escrow, taxes, or insurance
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Web |
Servicemember |
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I am submitting a complaint against my current mortgage servicer, Freedom Mortgage. I originated and closed a loan with XXXX XXXX on XX/XX/2023. My loan was then transferred to Freedom Mortgage on XX/XX/2023.
I had received a tax bill in the mail and had reached out to XXXXXXXX XXXX regarding this as we have an escrow account within our mortgage to have taxes and insurance paid out by the mortgage company. I also provided my most current mortgage statement to them, and after further looking into the statement, it shows that Freedom Mortgage was only collecting for Insurance and not taxes.
After looking at our Closing paperwork, myself, and a representative from XXXX XXXX reached out to Freedom Mortgage to see as to why they are not collecting for Taxes. Freedom admitted that it was a servicing error on their end that taxes were removed from escrow. Freedom did not have an answer as to why they had removed taxes from the escrow account. Freedom will now start to escrow for taxes for the future and have the current tax bill be paid out of my escrow. However, Freedom confirmed that an escrow analysis will be ran next year in XXXX and because I was paying a lower amount into escrow, I will now have a shortage in my escrow account, which will impact my payment and increase it.
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| 10/19/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Was not notified of investigation status or results
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Web |
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Freedom Mortgage continues to FAIL to update their system with my correct contact information. I have received ZERO correspondences that they claim to have sent to me in response to my written requests because these notices are only going to the primary borrower 's physical address that I am not affiliated with. I have begged and pleaded with Freedom Mortgage since XX/XX/XXXXto update my contact information as the secondary account holder to no avail. It has come to my attention from XXXX XXXX that NONE of these mailings are coming to my attention and my request for address updates have repeatedly been ignored, which has consequently damaged my credit report. XXXX XXXX, please update my contact information with your files, and send written responses to my requests to the address that I have provided to your company numerous times. As a consumer I have the right to information on this account and limiting my access to information on the service of this account has cause a great deal of unfair credit reporting. Inaccurate contact information for me does not allow to be aware of or allow me any opportunities to address any discrepancies on the account. The Fair Credit Reporting Act ( FCRA ) is a federal law that protects me as a consumer from unfair practices and credit mishandling.
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| 02/15/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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We are closing on our house XX/XX/2022 and the insurance department at Freedom Mortgage paid someone else insurance premium out of my escrow account in the amount of {$3800.00}. I called on XX/XX/2022 and spoke with XXXX XXXX in the insurance department who helped me identify it was indeed someone else 's policy paid out of my escrow account. She was going to refund the money into my escrow account. Days went by and nothing was done.I would call and email daily for updates. Now we are less than 48 hours before closing and they will not refund my money to me. I have spent a total of XXXX days with XXXX hours out of those days on the phone with Freedom Mortgage XXXX department, customer care, and escalations. Nothing has been done! This is the worst experience I have even encountered. employees are lying to us, hanging up on us, and even cursing at us. They will refuse to let me speak with a supervisor and hang up on me. I am out THOUSANDS of dollars for the escrow mistake PLUS the expenses we are incurred while being under contract to sell and buy our new house. If this is not handled and situated in time for the closing to still take place on XX/XX/2022 we will be suing Freedom Mortgage and XXXX XXXX for the time and money we have spent trying to fix a mistake that was not ours.
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| 06/13/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Incorrect information on your report
- Account information incorrect
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Web |
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Freedom mortgage was the 3rd processor of my loan. In XX/XX/XXXX, i received a late payment on my 3 credit reports. I pay my mortgage online. I had asked initially about auto pay, but at the time it was down or disabled in XX/XX/XXXX. So every month i did it manually. They never send confirmations of payment. Somehow the process did not go through. They sent my XX/XX/XXXX statement and I called immediately stating I intended to pay but the money was not taken from my acct.
I sent appeals letters with promise of a response. I signed up for there autopay however in researching the company it is no guarantee against problem with them. They promised a response which never came I called today, waiting on the phone for over 45 min to a response of " take it up with the credit reporting companies ''.
I did not receive any calls for XX/XX/XXXX warning of no payment.
XX/XX/XXXX, from any XXXX number. I also further researched this issue and corroborated this fact on the phone with a freedom mortgage agent today. Freedom Mortgage agent " XXXX ' '' '' also corroborated that there were no courtesy calls to me in the month of XX/XX/XXXX for a missed payment.
The agent also mentioned it is a policy at Freedom Mortgage to make Courtesy calls to home owners when a payment is not received.
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| 08/29/2023 |
Yes |
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- Trouble during payment process
- Escrow, taxes, or insurance
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Web |
Servicemember |
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Back in XX/XX/2023 I made a payment to Freedom Mortage, on time as always. They had changed my escrow and my payment was on time but not the change in escrow. I did not find out about this until XXXX, after they reported my being late- I'm NEVER late.
They took the late fee off, because it was not late but they reported me to the credit bur. and will not take it off, This is hurting my credit in a big way. XXXX months ago I sent them a letter requesting to take over my escrow so this does not happen again. I just got the unsigned generic letter saying no because I had a 30 late payment -- -- -your kinding right!!! I have tried to talk to them about this but they say their policy is not flexible, even thow it was them that made me late by not posting.
This same situation just happened to me again this month of XXXX they changed my escrow and did not post my payment, Luckly for me I caught it before the 30 days. This is even more reason I want control of my own escrow, they keep screwing it up and changing it.
Now I am waiting for a call from the next up in line to tell me its their policy.
Dont I have a right to control my own excrow?
And my payment was not late in XXXX, they made it late, even took off the late fee but wont change credit reporting. This is WRONG XXXX XXXX
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| 10/15/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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It is almost impossible to get hold of someone at Freedom Mortgage with an inordinatly long wait on the phone and an answering system that is unlike any other I have ever experienced. Almost every month the company waits until the last few days to cash my check causing me to feel very stressed out. Someone ( XXXX ) just finally answered my call of today the XX/XX/XXXX after I was cut-off the last time I was on hold. She said it's the fault of the postal system but I have never had this problem with other mortgage companies ( at least three ) I have used since I purchased my home in XX/XX/XXXX. I also have found it easier to get hold of someone at my past mortgage companies. XXXX also said that because it is close to the payment deadline, they get many calls ; however, I have had problems reaching Freedom Mortgage even when it was not close to the mortgage payment deadline.
I suggest they change their answering system which is totally ridiculous because it has one answer one question, then go back to the menu, then answer another question & then go back to the menu again, and then place the person on hold while telling the person how much they value the person 's business. XXXX! I also suggest they hire more staff to answer calls.
Thank you for your attention to this issue.
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| 04/06/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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This is my second year in this new home. The mortgage company said the escrow was wrong and raised my mortgage by {$400.00} then on top of that they placed forced place flood insurance on my home at a very high amount when I already had flood insurance. I called my agent they sent them the flood policy they gave me at {$500.00} less they never updated it or changed it. this mortgage company has raised my mortgage payment 3times making it difficult for me to afford my mortgage. I contacted my property appraisers office they sent me 2 letters saying I qualified for $ 5o, ooo homestead exception and what my taxes will be they refuse to update my escrow even with 2 letters from the county on letterhead and authorized signatures.They also have one of my mortgage payments in suspense of {$1200.00} they will not apply to anything just sitting there for 5 months every time I call them they open new tickets but nothings gets done. No one calls me emails me nothing gets applied or updated. My mortage payments keeps increasing and they keep sending me foreclosure letters. I have called several times asking to speak to a supervisor I cant get anything done.all while they hold on to an additional {$1200.00} and then charge me more late fees and property inspection fees for pre foreclosure.
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| 01/20/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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I am the co-signer on a mortgage entered into by my daughter, XXXX XXXX, under XXXX, which was bought out by Freedom Mortgage. She receives Social Security XXXX payments for having XXXX XXXX, but was able to go back to XXXX XXXX. and receive a degree, and is now in the second year of graduate studies in XXXX XXXX. She was never notified by XXXX that there was anything wrong with her payments, but just within the past week, Freedom told her that her her escrow was short by almost {$17000.00}, and that they were her payments, from some {$850.00} to {$2600.00}. XXXX is not able to work, and I receive only an employment pension from the XXXX XXXX XXXX and have an advanced case of XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX and this increase would do considerable harm to us. Although we have tried to obtain a complete history of payments into and out of the escrow account, Freedom has never explained to us just why they think that the account is short by almost {$17000.00}. I also just noticed yesterday that even though my daughter and I paid her yearly house insurance premium in XXXX, Freedom has taken it upon themselves to insure the unit with another company and to disregard our own insurance, already paid, and have not answered questions as to why they are doing that.
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| 12/16/2020 |
Yes |
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- Trouble during payment process
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Web |
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I made a payment for my XXXX payment. The bank charged me not one but four payments. I was able to cancel two of the four but unfortunately two of the payments posted to my mortgage payments. I called regarding the issue and was told I could not request a refund because they would not issue me one and had to go through my actual bank. So I did go through XXXX XXXX was able to issue me a refund for the duplicate payment. Then out of nowhere Freedom decided to issue me a refund check. I then received a letter in the mail stating I had a late charge added to my account. A late charge on a mistake the bank made. They refunded me in their own error. Then I received foreclosure notices, a delinquency was made on my account, my credit score dropped XXXX points. This bank is ridiculous, they are blaming me for a mistake that they made. I have been making on time payments every months. Ever since I purchased the home my payments were made on time every month, now one payment is late not by my own fault but because they refunded me in error and Im being threatened with foreclosure and collection agencies. This is not how you treat people, we are in the middle of a pandemic. Is this how people who cant pay are treated?? I didnt even make the mistake and Im getting attacked on all ends.
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| 01/29/2021 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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This is my third complaint I am submitting on this site dealing with Freedom Mortgage. This site gives the mortgage company access to close the complaint without any follow up to the consumer. I am at the final stage of my refinancing for the third time and have not received a response as to the reason my previous closing did not occur. I asked for reimbursement of the money lost due to a four month delay of my refinancing and for the vacation day I took for the second closing which was canceled an hour before the scheduled time. I never received a call from the Customer Advocate to reschedule my refinancing. I had to call the Closing Department myself to schedule. I have not received an email confirmation as I have in the past. My closing is scheduled for Monday, XXXX, two business days away, keeping my fingers crossed. It has been recommended I contact XXXX XXXX Investigate for my issue to hold Freedom Mortgage accountable to all of us consumers! During this 2020 COVID year, Freedom needs to be more responsive to their clients and should work with us to save us money!! They should be ashamed of the lack of service and the loss of funds they are causing us. FHA needs to be made aware. I hope I get a response from XXXX XXXX Investigate and get help for all of us mortgagees!
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| 10/10/2023 |
Yes |
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- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
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Web |
Servicemember |
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When my wife was making our XX/XX/2023 mortgage payment online, she noticed the XXXX she had previously made was {$300.00} short of the monthly total. She increased the XXXX amount to add that {$300.00}. On XX/XX/2023, she and I were notified that we were delinquent XXXX months for making a payment which instantly dropped both our credit scores. Before this incident we had scores between XXXX. She contacted Freedom Mortgage and was informed that payments were received as she described but we had been marked delinquent due to the XXXX payment not being the correct amount. The representative from Freedom Mortgage confirmed that no one from the company attempted to contact us prior to them contacting the credit bureaus. While the amount was not the full amount paid in XXXX, some form of payment was made. When the mistake was discovered in XXXX my wife attempted to rectify the situation by paying more. Still, no one contacted us. We both have good credit and have always made payments on time. We are both public servants and I serve in the military, currently XXXX to the XXXX XXXX. Our jobs are affected by credit scores and for XXXX years we've made sure to always stay current with payments. Freedom Mortgage refuses to help us which means we can not got our scores changed back.
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| 04/22/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Freedom Mortgage had just began servicing my loan in XX/XX/2017, which I have had for several years. Within 1 month of having my loan, they stated I had an " Escrow Shortage ''. I was going to be short several thousand dollars, and my payment was going up {$140.00} per month. Again, I have had this loan for several years, and currently have 4 other mortgages on investment properties. So I checked with my insurance company and the county tax office about significant increases. I then called Freedom Mortgage multiple times of the next months, to try to get it figured out, and I got absolutely nowhere with approximately 10-15 phone calls. I have recently filed a complaint with the NC Banking Commission, to which Freedom Mortgage 's response was they paid a non-existent Insurance policy, meaning they ( Freedom Mortgage ) paid XXXX XXXX insurance, money out of my escrow account for an insurance policy that I had absolutely nothing to do with. I have never had XXXX XXXX as an insurance provider. They have not received a refund for this payment, therefore my Escrow Account is in shortage.
So, after months and months of no response from Freedom Mortgage, my payment is still {$140.00} more than it should be, due to them paying another insurance policy and not receiving the refund.
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| 10/10/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Closing on a mortgage
- Delays with the closing process
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Web |
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My name is XXXX XXXX and Freedom Mortgage was my mortgage lender. They had pre-approved me to refinance into a XXXX year loan from my XXXX year current loan. After being pre-approved at a XXXX XXXX rate they fired my lender or he quit, they didn't tell me this ... and along the approval process they purposely delayed the process and lied and told me it was the fault of the other parties such as the XXXX company yet the representative at the XXXX company said she never received info from Freedom even though Freedom said they had sent it to them. I was locked in at XXXX XXXX yet Freedom noticed rates going up so they purposely slowed down the process then didn't approve me XXXX XXXX later, all the while I thought I was approved. I was also pre-approved by my credit union, so in retrospect I should've just gone with them yet since I was already in a mortgage with Freedom I thought the refinance process would go much smoother with them. They also sold my loan during the refinance process and didn't even tell me, which made it more difficult to roll me into the XXXX year refinance plan. I complained over and over to them and expedited it up the chain of command to the CEO yet they never made this right and now I'm still stuck in a crummy XXXX year mortgage loan for no reason.
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| 09/22/2020 |
Yes |
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- Struggling to pay mortgage
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Web |
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Hello, I am contacting you in regards to my mortgage acct with Freedom mortgage. I have been struggling with this company now since XXXX I filed chapter XXXX Bankruptcy XX/XX/XXXX prior to that I was working with Community Development with the City of XXXX to get a loan modification during this period of time NEVER helped me they were always missing forms ( There is no decision yet they are still confirming that we sent everything that was needed for the underwriter. ) so I was at my final days and I filed bankruptcy this year in XXXX The mortgage company has filed a Motion for Relief from stay, I was able to obtain a stipulation and was required to make payments to catch up this was finalized and i am still having issues with payments not being applied correctly. Now my current statement show that I owe XXXX payments are being miss applied.
I am on this loan with XXXX XXXX, who did not file bankruptcy and they refuse to speak with her in regards to the loan, my chapter XXXX attorney states she has nothing to do with the fees going forward after the bankruptcy was approved and the stipulation is in place.
I need help, I am not allowed to speak to any one there due to the bankruptcy, what can i do from her this is my 4th round since XXXX I do not want to lose my home!
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| 04/30/2020 |
Yes |
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- Trouble during payment process
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Web |
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I reached out at the beginning of XXXX to inquire about mortgage forbearance and found that Freedom Mortgage was giving out incorrect information in accordance with the CARES act. I submitted a complaint on here about this, and it was listed as resolved, however it was not resolved. Freedom Mortgage put me into a mortgage forbearance plan WITHOUT MY KNOWLEDGE OR CONSENT and placed my account under the loss mitigation department. As a result, I have been unable to make a payment on my mortgage for the entire month of XXXX and am now being reported as 30 days late. This is inaccurate however because I started a work order with XXXX from Freedom Mortgage ( ID # XXXX ) on XX/XX/2020 to release my account from forbearance so that I could make my payment. I was promised per that conversation that my account would be release from forbearance by XX/XX/2020 so that I could make my payment and not be marked as late. That date came and went, I called on XX/XX/2020 and spoke with XXXX ( ID # XXXX ). She informed me that she wasn't sure why it wasn't done yet, and to call back in a couple of days if it didn't get removed. I then called today, XX/XX/2020 and have yet to get an answer from anyone. My call gets " transferred '' to the loss mitigation department and no one ever picks up.
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| 11/09/2018 |
Yes |
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- Trouble during payment process
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Web |
Older American, Servicemember |
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On XX/XX/XXXX we closed on a refinance of our primary residence located at XXXX XXXX XXXX XXXX XXXX, XXXX, GA XXXX. The outstanding loan amount was about {$89000.00}. We always paid our mortgage on time, never was late. In XX/XX/XXXX/XX/XX/XXXX our home was destroyed by fire. Our insurance company XXXX, cut us a check to payoff the mortgage and to begin to rebuild our home. The check amount was {$260000.00}. We ( my spouse and I ) had to endorse the check on the back and send it to the mortgage company to pay off the balance. In turn the mortgage company, Freedom Mortgage, sent to us the difference of the mortgage owed to them. The remaining amount is being used by us to begin rebuilding our home. The amount sent to us was {$170000.00}. However since XX/XX/XXXX, we are receiving calls from the mortgage company stating that our mortgage is due and we owe them a payment. The latest representative has called us and threatened to begin the foreclosure process. The loan should have been paid off with a balance of XXXX. When talking to the representatives, they state that the records show we owe over {$80000.00}. That is not possible, because we received a check for the difference of what we owed on the loan. I have attached a copy of the check showing it had cleared the bank.
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| 03/25/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I wish to file a complaint against Freedom Mortgage Company.
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, NJ XXXX United States Lender NMLS ID : XXXX The companys handling of my simple request for a payoff of my deceased mothers mortgage has been despicable. I have provided the company with the documentation requested including death certificate and letters testamentary showing me as the legal and only executor of my mothers estate. It feels very much as though, for some reason, the company is stalling. Interest is, of course, accruing as this process drags on. Their total and complete lack of compassion is astounding, nay repugnant. I have spoken with no fewer than five of their employees including a supervisor and I still have received no information regarding the payoff amount. I actually spoke to one Freedom Mortgage representative who told me that, DESPITE THE FACT THAT SHE WAS AT THAT MOMENT IN POSSESSION OF AND PHYSICALLY VIEWING ALL OF THE REQUIRED DOCUMENTS, my request for a payoff amount of the loan would have to go to yet another department. The company has caused us to miss the closing date of XX/XX/XXXX and now threatens to cause us to miss the new scheduled closing date of XX/XX/XXXX.
I appreciate any assistance you may be able to provide.
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| 05/09/2023 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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I am a XXXX veteran that was approved for property tax exemption that became due on or after XX/XX/XXXX. I have submitted the required letter to my mortgage company, Freedom Mortgage on multiple occasions. Additionally, I have submitted the tax exempt letter in XX/XX/XXXX to XXXX XXXX XXXX and XXXX XXXX, where I reside in PA. I have requested multiple Escrow account analyses in order for my new, tax exempt payment to be reflected in my mortgage payment. These were requested in XXXX and XXXX. All Escrow Analyses came back with an increased mortgage payment due to my account having an escrow shortage of {$160.00}. This was communicated to me due to an increase in my homeowners insurance, which was increased by {$96.00} effective XX/XX/XXXX.
I was contacted in XX/XX/XXXX by XXXX XXXX, Tax Officer in XXXX XXXX, PA stating that Freedom Mortgage incorrectly paid my tax bill to the county and township and that I would need to be issued a refund check considering I am exempt. I have since received my refund check from XXXX XXXX.
To date, my account with Freedom Mortgage is still not reflecting a new lowered payment amount and still does not reflect my property tax exemption.
I have contacted Freedom Mortgage via phone and their message center and have gotten no resolution.
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| 09/26/2022 |
Yes |
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- Trouble during payment process
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Web |
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Freedom Mortgage Corporation has purchased my 15 year FHA mortgage with in the last year. I received notice in XXXX that my mandatory flood insurance was going to expire on XX/XX/22 and the mortgage company had not paid the renewal from my escrow account. I contacted Freedom Mortgage through their message center online on XX/XX/22 and XX/XX/22. They replied on XX/XX/22 saying that they were preparing the escrow account for payment of renewal. I got a letter on XX/XX/22 saying that they will not accept my flood policy because it was private flood insurance. I called on XX/XX/22 to try and resolve this issue and let them know that it is unacceptable to give only one day notice. Also that they should not have bought a mortgage that they did not accept the terms that were agreed upon when I got the mortgage. The coverage i had was about {$1100.00} a year. Equal coverage that they accept was over {$5000.00} a year. I had to get the absolute least amount of coverage with the highest deductible allowed to be able to afford it. My deductible went from {$2500.00} to {$10000.00}. I asked customer service, the insurance department, and the mortgage department to please Email me all of the documents they have on my file and explain how this was legal. I have not gotten a response.
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| 05/17/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
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Web |
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Freedom Mortgage raised our monthly payment in XX/XX/2023 after our yearly taxes went up on the home from {$2100.00} to {$2200.00}. Freedom Mortgage did not notify us of the payment increase until XXXX XXXX. I autopay our mortgage payment through my bank on the XXXX of the month and was paying the {$2100.00} because I was unaware of the increase, Freedom Mortgage turned us into the 3 credit agencies for non payment in XXXX which is incorrect. This action has caused harm to my credit and I am unable to co-sign for my son 's XXXX XXXX loan for his school. I would like the record corrected, the delinquency removed and for Freedom Mortgage to stop incorrectly reporting. I have reached out to the 3 bureaus and they said they only report what they are given from Freedom Mortgage. My wife and I have spoken to Freedom Mortgage four times and they are claiming they notified us of the monthly payment increase in XX/XX/XXXX ' but that is incorrect. They are pointing the finger and we are the damaged parties. I requested that this issue be escalated to a second level supervisor at Freedom Mortgage that reports out the credit file information and was denied. This has caused irreparable harm to our credit file. We have never been late nor neglected our payments to Freedom Mortgage.
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| 06/22/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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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
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| 11/07/2021 |
Yes |
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- Trouble during payment process
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Web |
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I have been working on issues with Freedom Mortgage snice 2019, when the co-borrow on the account filed for bankruptcy chapter XXXX on XXXX XXXX.
I was told that I would not be affected by any of this but I no longer receive any type of correspondence form the mortgage company and the mortgage company will no longer speak to me.
My current statement for XXXX states total amount due is {$4400.00} with a partial unapplied amount of {$1000.00} and XXXX 's statement states partial unapplied funds in the amount of {$2400.00} total amount due {$4400.00}.
I have attached XXXX 's statements on the trans action activity shows XXXX funds XXXX XXXX still shows unapplied funds {$200.00}, {$2200.00} & {$1400.00} I have been told time and time again to " wait and to give it time to catch up ''.
I can provide you with copies of any statements if needed.
I am unable to speak with anyone at the mortgage company due to the co-borrower Bankruptcy being filed.
Her attorney has been following up on this issue for months now and nothing has been resolved.
I keep getting further and further behind, they keep saying I am behind when I know I should be ahead.
I just want my statement to reflect that I am now current and no longer behind. I do Not want any funds in the reserve.
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| 01/17/2018 |
Yes |
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- Struggling to pay mortgage
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Web |
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I got laid off end of XX/XX/XXXX, I applied for assistance with XXXX XXXX they put me on a forbearance plan. When I got a contract job, I submitted my paystubs, so they put me on a trial plan starting XX/XX/XXXXthe monthly payment with HOA was over 35 %. I called to ask them but they did not provide a reasonable response and did n't reduce the amount. InXX/XX/XXXX they sold my loan to Freedom Mortgage. Freedom Mortgage sent me a loan modification that increased my interest rate, so monthly payment with HOA is still more than 31 % of my gross income, and they added a 2nd lien of over {$66000.00}. The XXXX package was left at my door Saturday afternoonXX/XX/XXXX but it was dated XX/XX/XXXX too late to do anything with it Saturday, then Sunday and Monday ( holiday ) banks were closed, and they only gave me a few days to respond. I called them a couple times, and my spoc was supposed to call me back, I 'm waiting to hear. I only make {$19.00} per hour working an average of 40 hours per week, but often I work less than 40 hours due to not enough work. I am worried they are not rushing to help me and I will not lose my house to fraudulent practices. Please help, I 'm a single woman with one income, I can barely pay my bills and I do not live outside of my means, believe me.
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| 10/28/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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Web |
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This started back in XX/XX/XXXX with Freedom Mortgage when I was separating from my estranged husband and this company ignored all documentation sent for a Deed In Lieu of foreclosure request.
They had us fax the documentation and then wait for a response. I never received any acknowledgement of the receipt of my paperwork despite constantly writing and calling.
The home eventually foreclosed and I was going through too much at the time ( hospital stays, loss of a job at a company where we both worked ) due to the ending marriage, etc ) to keep fighting with them.
Fast forward to XXXX and after the devastation of the pandemic, I have being calling them time after time to find out why there's still a balance on my credit report despite them telling me over the phone that I owe nothing.
1. The balance they have is bringing down my XXXX score, but it is reported correctly on XXXX.
2. I've disputed this many many times, and the amount has changed a few times but not to {$0.00} like they said it should be.
3. I've called and they said they could provide written documentation, then turned around 2 business days later to say they couldn't.
4. They told me to email their credit department because they could get me a copy. SURPRISE, they never answered the email.
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| 01/24/2018 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
Servicemember |
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Freedom mortgage has reported an inaccurate 30 days delinquency on mine and my husbands credit reports. I did attempt to make my payment on the XXXX and XXXX day of month ( XX/XX/XXXX ) but because the system was putting in the wrong amount of my payment I was unable to make my payment. I attempted to contacted Freedom mortgage several times and was on hold for over 30 minutes each time. I was finally able to get someone and made my payment. I questioned the errors on the online system and the inability to get in touch with someone. I was told that they were short handed to due the holiday and system errors like I was experiencing were causing an increase in call volume. I thought surely they were aware it was there issue with the system and I would have no issues with my reporting. I later called back and was told not to worry that there would be nothing reported. I am very familiar with the requirements under the Fair Credit Reporting act and I have no issues seeking legal advice if this delinquency is not removed from my credit report. Let me be very clear, I am not asking for a goodwill removal I am demanding that you update my report bc of you system issues surrounding the timeframe in which I was attempting to make my payment. I hope this ends here and quickly.
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| 12/17/2023 |
Yes |
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- Trouble during payment process
- Loan sold or transferred to another company
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Web |
Older American, Servicemember |
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I and my wife refinanced our home through XXXX XXXX XXXX XXXX The loan was subsequently sold to Freedom Mortgage and it is going to be a nightmare to get them to process the final damage payment from XXXX XXXX. The work has been done, the contractor paid and we just need their endorsement to finally get this settled.
Today I was sent a letter dated XX/XX/XXXX demanding all kinds of information that I cant provide. This is the first time we have been asked for all this information and it was dated two weeks ago and just received today. We are fully paid up until XX/XX/XXXX. I have a credit rating of XXXX
It is my belief that Freedom Mortgage is DELIBERATELY foot dragging to force us out of our low interest loan. There is no other discernible reason I can fathom. We have a flawless credit history.
I see also that Freedom Mortgage has had their XXXX certification revoked as well. In no case would I ever recommend their financial services. From CFPB of XX/XX/XXXX alleged that mortgage loan data submitted by Freedom in XXXX also contained widespread errors across multiple data fields that not only violates HMDA and Regulation C, its implementing regulation, but that the company also violated the XXXX consent order and the Consumer Financial Protection Act of 2010.
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| 08/13/2023 |
Yes |
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- Incorrect information on your report
- Account status incorrect
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Web |
Servicemember |
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On XXXX XXXX XXXX and I were traveling home and attempted to make payments on the mortgage before XXXX to avoid a 30-day late negative on our credit report. We have documentation where we paid the mortgage past due amount on XX/XX/ but was operating on PST time. We were not aware this time difference would cause our mortgage to be 30 days late. I am XXXX and have just recently finished XXXX school. We have previous conversations with Freedom Mortgage about options to get a forbearance. XXXX and I was able to make the payment ON Freedom Mortgage 's website when we were able to receive service at the XXXX XXXX ON XX/XX/ from our bank that was released from our bank on XXXX The time on my phone shows the payment was made at XXXX EST and XXXX PST ( while the location was in PST ). Due to the confusion regarding timelines in which payments are posted, our credit has taken a significant hit. We were planning on refinancing later or taking out a HELOC but will no longer be able to do this due to the negative reporting of 30 days late. May there be a review of our account and a one time exception to not have this payment considered late? We have documentation of our travel, time of actual payment and payment releasing from our bank account. Thank you for this consideration.
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| 08/23/2023 |
Yes |
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- Struggling to pay mortgage
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Web |
Older American |
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I requested the covid assistance for my loan. I was advised that I was approved for a 6 month forbearance. on XX/XX/XXXX or XX/XX/XXXX I called to go over my options and I was give 3 choices by the mortgage rep. 1 Modification 2. repayment 3. partial claim to be added toi the back of my loan, I chose Option # 3 Partial claim to be added to the back of the loan. I was told I was approved for the partial claim. I was also asked to verify names for the Notarization of the documents and that I was going to receive the package within 10 days. Yesterday XX/XX/XXXX Freedom Mortgage called my Son and told him that they had send out a modification package and that our new interest rate was 7 1/2. My Son called me and advised I then called the lender back and advised that I never accepted the modification that I was offered the Partial claim and I was told we were approved. The representative was rude and Advised we can sell the home if we can not accept the modification. I demand the Office of the president to review my file and give me an explanation of why we were offered and was told were approved for a partial claim. I have never and will not be able to afford a payment with interest rate of 7 1/2 if I cant even pay my payment now. I demand a call ASAP!! XXXX XXXX XXXX
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| 05/07/2019 |
Yes |
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- Struggling to pay mortgage
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Web |
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I purchased the house in XXXX for {$560000.00} and had no issues paying the mortgage until I was XXXX and my livelihood was taken away from me.
I filed for a hardship starting in XXXX of XXXX to modify my loan with XXXX XXXX XXXX due to my business being fairly new and income low.
The current loan and PMi payments are {$4200.00} which also includes taxes. I could have afforded a payment of {$2800.00} to $ XXXX monthly had they approved by initial request for a modification. Instead they declined for whatever reason.
We started a second modification process in XXXX, and I submitted a full file with P & L, bank statements, and after a long review in XXXX they declined stating that I didnt make enough money.
We appealed again in XXXX and they declined.
In my p & L submissions, I have had the ability to pay the modified loan amount, but the lender declined because I have significant equity in the house My total outstanding loan today is {$570000.00}, which includes 14 months of payments that have not been paid and the house value is {$750000.00} Declining the modifications is predatory lending because I followed the process and if they had modified the loan in XXXX, I would have been current on all my payments, but they kept delaying it and eventually declining
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| 08/02/2022 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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My XXXX Escrow account was short due XXXX XXXX taxes. XXXX XXXX treasures office sent a refund in XX/XX/XXXX. Refund was applied but Freedom Mortgage continued to have difficulty adjusting my mortgage account & payments. Each month they continued to charge me for a shortage and late fees. I called on XX/XX/XXXX, XXXX, XX/XX/XXXX, XX/XX/XXXX and each representative told me that they saw the issue in the notes and would submit my account for review. I was also told that my new payment would be reduced effective XXXX and that I would see it on my next statement. Fees would be removed and the late fee I paid would be refunded. I just received my XXXX invoice and nothing has been corrected. Today, XXXX, Im on the phone with an XXXX XXXX who told me I was provided wrong info and Sorry and that I have to pay. Nothing she can do about it. Ive asked to speak to a supervisor. Spoke to XXXX- she informed me that there is nothing they can do, they can not adjust the amount back to XXXX, even though thats what the rep told me, the rep gave me wrong info and that I owe the unpaid amount.
XXXX XXXX XXXX XXXX, a veteran, this is my XXXX home and Ive never experienced any issues with any lender until Freedom Mortgage. I only want them to fix my account like they said they would.
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| 03/24/2022 |
Yes |
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- Trouble during payment process
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Web |
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XX/XX/2022, I received a letter from Freedom Mortgage about my escrow balance being almost $ XXXX short for the year now causing my payment to be an extra $ XXXX monthly. I've been having issues with my tax payments for over a year now with Freedom.
I made some phone calls and found out that the previous mortgage company sent Freedom a tax refund to be deposited into my escrow acct. Instead Freedom processed it as a payment. And the remaining balance of the shorted escrow is from Freedom not refunding my acct a tax payment that was returned. I was told by Freedom that I have to get at letter from the previous mortgage company ( XXXX ) stating how the check was to be processed then they will apply it to the escrow. XXXX said a letter was sent to Freedom with the check and they should've been contacted it there was any questions from Freedom.
XXXX sent my mortgage to Freedom... I had nothing to do with it. Now I have to be one contacting different departments trying to get issues resolved when there are internal departments that can do that.
I've continued to pay my regular payments, now I'm getting late payment letters. This has been a nightmare. It is unacceptable how this company has been juggling me for the past year, and still my issue is still unresolved.
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| 08/14/2017 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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On XX/XX/XXXX I called Freedom mortgage & asked for a pay off amount. They sent me an email for the wrong acct & name. XX/XX/XXXX I called again told them the wrong info was sent. Since I did n't want to get a late charge, I went ahead & made a payment for XX/XX/XXXX for {$510.00}. {$15.00}. was for a draft fee. A XX/XX/XXXX payment was applied for {$180.00} the rest of the money should of been applied to the principal. For some strange reason they applied it to the escrow acct for XX/XX/XXXX & XX/XX/XXXX. XX/XX/XXXX I once again asked for a payoff amount. The wrong amount was sent. 2nd phone call XX/XX/XXXX, I told them the amount was wrong, they put in a request to take the escrow payments for XX/XX/XXXX & XX/XX/XXXX. put against the principal. On XX/XX/XXXX I once again asked for the payoff. Once again I got the wrong amount. XX/XX/XXXX tried to get the payoff, still was n't correct. The lady I talked to put in another request to correct the XX/XX/XXXX payment. XX/XX/XXXX I called to see if they had corrected it. I was told the cash section said it was applied correct. The man I talked to said he could put in the request again. But they would n't put XX/XX/XXXX escrow back because then I would have to pay a late fee. He did n't know who to send a complaint to.
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| 01/13/2017 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
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Since XXXX, I have been charged unexplained fees to my mortgage. On XXXX XXXX I became aware that my XXXX payment came back NSF. At that time, I called and spoke with a representative and paid the past due payment, late charge, and NSF along with a {$15.00} fee to make payment over the phone. When I went to pay my XXXX payment, I noticed their were {$70.00} of unexplained fees in the payment amount. At that time, I called and spoke with a rep who took my payment over the phone and told me the fees would be researched but he would waive the late charge and took my payment over the phone. As of XXXX XXXX when I reviewed my account the amount due was the normal monthly mortgage payment. I have not received a new billing statement as of XXXX/XXXX/17 and one is not available online. When I went to schedule my mortgage payment on XXXX/XXXX/17, the amount due has {$70.00} of unexplained fees assessed again. At this point I am unable to schedule a payment and this will cause my payment to be late because I do not have the {$15.00} to make the payment on the phone. This is causing a huge inconvenience. The mortgage company has still not followed up with me about last month and the fees that were assessed. I am afraid this will become a revolving cycle month after month. I
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| 01/06/2023 |
Yes |
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- Struggling to pay mortgage
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Web |
Older American, Servicemember |
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I asked my Mortgage lender for a special forbearance plan on my mortgage while i was going to be out of work for XXXX months under going a complete XXXX XXXX XXXX on XXXX 7,2022..i was told yes this could be done prior to filling out proper paper work and submitting documintation from my XXXX and i completed this and was told to call back on the XXXX of XXXX XXXX i was being pro active in this prior to XXXX and every mortgage agent i spoke with had given me false information leading up to XX/XX/XXXX call..I was told i could pay escrows for XXXX months and this would not affect my credit putting my loan on hold and putting 3 months payments on the back end of my mortgage loan..From what i am now being told i was denied because this is not XXXX related and i would have to re file going into default affecting my credit and that prior to XX/XX/XXXX call everyone has lied to me giving me false information.This is total incompidence in there Dept and not fair to me because i was only looking for a little relief since i only will be receiving short term disabilty at {$450.00} a week minus taxes thus money doesn't go far..Freedom Mortgage has given me the run around and i am not happy with there services and would like some compensation for the mess they have caused...
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| 05/16/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
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XX/XX/XXXX- XX/XX/XXXX I was in COVID forbearance with my mortgage.
After that ended Freedom Mortgage created a loan modification that made my monthly payments go UP. I told them repeatedly that this would be extremely difficult to pay given my financial circumstances as a XXXX mother of XXXX. They did not care and said I had to do the loan or sell my house. During this process they sent me at least 10 different versions of the paperwork because there were errors on them. XXXX. XXXX dated XX/XX/XXXX stating I needed to apply for a loan modification by XX/XX/XXXX and that a foreclosure sale is scheduled for XX/XX/XXXX!
I have very LOW confidence my modification was done properly given all of these errors and oversights.
I also discovered there was a XXXX XXXX to help homeowners in this situation and applied but since I already started the loan modification process with FM I was denied.
I called FM several times trying to work something out and found out I could have done a 40 year mortgage but that was never offered to me either.
I am now a month behind and racking up late charges because my loan is no longer affordable as I suspected in XXXX.
They also incorrectly reported my forbearance to the credit bureaus which had a negative impact on my credit.
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| 02/21/2022 |
Yes |
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- Trouble during payment process
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Web |
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My husband made our mortgage payment through his credit union on XX/XX/2021. This payment was successfully made and we received a statement from freedom mortgage on XX/XX/XXXX showing that it was applied to the account and all that was owed was for XXXX. Three days later we received a letter on our door saying that the payment was reversed and the account was 30 days past due for the month of XXXX.
Upon receiving this notice we contacted our credit union as well as freedom mortgage to confirm that the payment was in fact made. We provided statements from not only the credit union but the federal reserve showing that freedom mortgage did in fact receive the funds of {$1800.00}.
In an ongoing battle for the past four months, weve provided multiple account statements from XXXX to XXXX showing the funds were never reversed.
Weve spoken to countless representatives whove claimed the research showed a reversed payment and have refused to review the documents provided from the credit union nor the federal reserve.
In turn, freedom mortgage has refused to research internally where our mortgage funds have been applied to. Weve had to double pay our mortgage payments, took a false late payment hit to our credit and continue to receive no help regarding this issue.
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| 01/22/2022 |
Yes |
- Mortgage
- Other type of mortgage
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- Struggling to pay mortgage
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Web |
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We exit the XXXX XXXX XXXX program in XX/XX/XXXX and have still not been unable to receive our final loan documents from aour approval on XX/XX/XXXX for the loan combo motification that we accepted.
We have called multiple times and was assured that our denial of the loan modification that was approved on XX/XX/XXXX was accepted and that our acceptance of the XX/XX/XXXX loan combo was accepted and that we would be receiving those final documents in a few weeks.
However on XX/XX/XXXX we received the same final documents from the XX/XX/XXXX loan motification which twe declined and we are still waiting for the correct loan documents to be sent out to us with a mortgage payment of XXXX in which we did accept this agreement. We told by several of customer care personnel to start making this new mortgage payment amount starting XX/XX/XXXX and that we will be receiving the new documents with in a few weeks.
Each time we called we are told that the new documents will be sent out to us and we are still waiting for these documents since XXXX. Also, we were told numberous times that this have been escluated to a supervisor/management and to the underwriters We would just like to resolve this so that our mortgage will be back on track and we can move on with our lives
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| 09/09/2021 |
Yes |
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- Struggling to pay mortgage
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|
Web |
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Good afternoon, My name is XXXX XXXX and I am writing in regards to my forbearance period on my home which is occupied by myself and my son. We initially made our forbearance claim at the end of XX/XX/XXXX which went in to effect XX/XX/XXXX.
Just before XXXX XXXX XXXX - I was hospitalized in XXXX XXXX Maryland and spent several days in a XXXX XXXXXXXX XXXX. For the next several months - I spent the entire time in the hospital essentially unable to communicate with the outside world. As a result of this - I was unable to start my forbearance until as soon as I got out ( late XXXX ). Which is right on the cusp of being able to extend it by 1 5months ( until XXXX XXXX XXXX ).
I contacted Freedom Mortgage who said despite my extenuating circumstances ( which I offered medical documentation for )- they were unwilling to make any exception to grant the extension. An extension which is legislated by the CARES Act and also monitored by the CFPB. Now - I know that I am like literally on the cusp of not being " eligible '' - however my family is truly one of those desperately affected by the pandemic and an extension of 3 months as allowed by law would be life saving for us.
Thank you for your consideration and all you do.
Best, XXXX XXXX XXXX XXXX XXXX XXXX XXXX
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| 05/04/2021 |
Yes |
- Mortgage
- Other type of mortgage
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- Trouble during payment process
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Web |
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In XX/XX/XXXX, I received notice from my town of unpaid property tax from XXXX. I then contacted Freedom Mortgage about the issue, and they assured me that my property tax had been disbursed from my escrow on XXXX. In XXXX of XXXX, I then received another delinquency notice from my town, advising that my XXXX taxes were still unpaid in the amount of {$150.00}, and now with a late fee of {$56.00}. The notice advised me that if my taxes remained unpaid, additional fees would be assessed, and eventually my home would then be seized for sherriffs sale. I continued weekly dialog with Freedom Morgage, who said they would investigate. As of XXXX, my town property tax was still unpaid, at which time I paid the full {$210.00} ( {$160.00} in taxes+interest and {$56.00} in fees ) by writing a personal check to my town hall. Since then, I have continually been in communication with Freedom Mortgage demanding a refund of the out of pocket costs that I had to pay, a total of {$210.00}. They refuse to reimburse me, and continually tell me " the issue is still being investigated ''. I have submitted proof of my payment to them, and they still refuse to resolve my complaint. This has been ongoing for over 12 weeks, and there is no reason why they can not reimburse my expenses.
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| 02/13/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I have had 2 issues with Freedom Mortgage corporation.
Issue 1- In XX/XX/XXXX I made the decision to pay for my home insurance directly.
Freedom Mortgage contacted me to say they were going to place a Forced Insurance Policy on my account because I did not have insurance. I informed them there was a policy, and they asked me to upload a copy of the document on MyCoverageInfo.com in XX/XX/XXXX, XX/XX/XXXX ( when I was made aware the issue was not resolved ) and again in XX/XX/XXXX when I followed up. My browser history confirmed I had done this multiple times. To date, I have not received my reimbursement for the cost of their forced insurance coverage. This is the 2nd time they had done this, as they charged me again in XX/XX/XXXX and only credited 1/2 of the policy back to me.
Over a dozen calls to customer service did not resolve the issue.
Issue 2- I sold my home on XX/XX/XXXX. The title company paid 100 % of my XX/XX/XXXX tax bill. Thus, all of the money in my escrow account should have been refunded to me in 30 days per Federal Law. As of XX/XX/XXXX, Freedom Mortgage confirmed they are going to pay the county my tax bill, wait for the refund ( because its already been paid ), then send me the balance back within 14 business days after they receive it.
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| 08/11/2017 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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|
Web |
Servicemember |
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My name is XXXX XXXX, I am a retireted XXXX XXXX XXXX veteran that thie country 24 years. I have owned my home about 7 and half years and i have dealt with many banks before this one. An I never had any problem paying my motgage payment on time until now. i have just re-finance home 6 months ago. At first dealing wit freedom mortgage i requested to direct -deposit they said no ; in which i thought it was odd not to do this because i thought every bank want their right -o-way but they did not want to. So. freedom mortgagae {$15.00} plus the {$1500.00} I KNEWW they were crooked my thoughts this bank is about taking consumers money. NOT HELPING or providing any care but to steal, take foreclose your house.I tiry using the computer and I USED THE computer every time I LOG IN the computer would asked a pass word and then it would not allow me in so the system was not computer friendly.XX/XX/XXXX I sent my payment on this day by mail. Freedom Mortgage did cash my payment until XX/XX/XXXX. Now, I expected the to there XX/XX/XXXX. and it should have, because it does not take 3weeks to cash a check. Something is wrong, I beleive they trying sabotgae my by forecloseure and discredit me and dissrtess me This is worst bank in the world. and i like deal with another bank,.
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| 01/21/2017 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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|
Web |
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I contacted Freedom Mortgage on XXXX/XXXX/XXXX to inquire as to the status of the PMI being charged on my loan. I was informed that the PMI was scheduled to be terminated in XXXX XXXX. Freedom Mortgage stated that, as of XXXX/XXXX/XXXX my LTV is XXXX. When I stated that my PMI should be automatically cancelled when the LTV drops below XXXX. The rep told me to write an email to Customer Care so Freedom could research the issue, which I did on the same day. My husband called to follow up on XXXX/XXXX/XXXX as we had not received a response to my email. Freedom told my husband that, in order for Freedom to consider our request to drop the PMI, we would be required to secure a new house appraisal at our own expense. Further, Freedom stated that, when making the decision to drop our PMI, they would take into consideration that they do n't have 12 months of payment history from us. My husband noted that this is the XXXX or XXXX time the note has been sold since we purchased the house in XXXX.
The information provided by Freedom is in conflict with information provided by CFPB. Our original amortization schedule lists XXXX XXXX as the ending date for the PMI. However, we have paid above the monthly principal due almost every month since the beginning of the loan.
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| 01/15/2020 |
Yes |
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Web |
Servicemember |
|
In XX/XX/2019 I was contacted by my mortgage company, Freedom Mortgage, where they offered me a lower VA rate if I accepted a refinance through them. They advertised that they could switch my mortgage to the new rate and by XX/XX/2019, I would be able to skip a payment and move forward with a lower rate. After months of miscommunication and lack of follow up by Freedom Mortgage they blamed the VA for the process taking so long and said they didn't have the proper documents to prove my service ( even though I already had a VA loan through their company. ) Finally, I was able to schedule a closing in XXXX. Freedom Mortgage cancelled the XXXX closing without notifying me. I then rescheduled in XXXX, where they cancelled again without justification or notification. The VA rate that Freedom Mortgage gave me is higher than the average VA rating with other mortgage companies. They only contacted me to keep my business, knowing that their rates are higher and are now dragging me through this process in order to prevent me to refinance with another company. This is an unfair and deceptive trade practice and is causing me and my pregnant wife much aggravation and stress. It has taken them over 5 months and they still are unable or unwilling to close on my refinance.
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| 02/17/2021 |
Yes |
|
- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
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Web |
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In response to my last dispute about dinging my credit when refinancing. Yes XXXX did email me XX/XX/XXXX, but lets start from the beginning. I was told XX/XX/XXXX over the phone by XXXX XXXX not to make my next mortgage payment. I then also reached out to him XX/XX/XXXX via email if I need to pay or not with no response. After all of this then all a sudden XXXX came into the picture and never heard from XXXX again. I have sent emails and called XXXX and XXXX multiple times after the fact and once again no response. I will now attach emails I've sent and if needed more then happy to show you my call log next. When XXXX said to make the payment XX/XX/XXXX I reached out to her to clarify XX/XX/XXXX via email on what I was told initially. Like I said before I was more than happy to make that payment. Problem is why I couldn't get answers from whom I was working with and trusted at the time. Yes you may have been busy but like I said before as a customer not in your line of work I looked for help. The fact that I just emailed and called multiple times questioning if I should pay XXXX and no response and clarity is sad that you dinged my credit. Freedom Mortgage also did an escrow refund, and waived all late fees. Please sell attached in attachments. Thank you
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| 10/17/2023 |
Yes |
|
- Trouble during payment process
- Escrow, taxes, or insurance
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|
Web |
Older American, Servicemember |
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I contacted Freedom Mortgage regarding a letter that I received after my mortgage was transferred from XXXX XXXX to them. I have a VA loan and I only owe {$25000.00}. I received a letter dated XX/XX/2023, that stated that my mortgage was increasing from {$1600.00} to {$1800.00}, a difference of {$260.00}. According to their figures regarding my escrow account, the Projected Minimum Balance is {$690.00}. The Required Minimum Balance is {$1500.00} making the total needed {$2200.00}. I asked the question, if I pay the Required Minimum Balance will my mortgage payment remain {$1600.00}. I was told No. When I asked why I was told it was because of escrow shortage. I was told that they needed an additional {$180.00} per month to cover the escrow shortage that I was pay off in a lump sum of {$2200.00}. I have talked with XXXX different representatives of Freedom Mortgage. It appears to me that this might be a case of elderly financial exploitation. Your company required Freedom to stop unlawful activities and pay a {$1.00} XXXX civil money penalty. To get the additional money that they need to pay their {$1.00} XXXX civil penalty they will " nickel and dime '' their older customers. If I pay off the escrow shortage my payment should not increase. Please review.
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| 02/28/2018 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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Web |
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In XX/XX/XXXX I obtained a mortgage from XXXX XXXX. I wanted to make extra payments so XXXX referred me to XXXX so that an additional payment to the principle would be made each year. XXXX notified XXXX anytime there was a change in the amount ( e.g., the escrow went up or down ) so XXXX could adjust the amount automatically deducted from my account. In XXXX my mortgage was sold to Freedom Mortgage ( XXXX XXXX XXXX, XXXX, TX XXXX ). The escrow was adjusted in XX/XX/XXXX ( the mortgage went from {$1800.00} to {$1900.00} ) ; XXXX was not notified so they deducted the usual amount which was sent timely to Freedom. However, Freedom did not apply those monies to my mortgage. I was contacted and immediately paid the additional monies as well as additional charges. Freedom filed a negative credit report against me ( and I have always had an excellent credit report ) saying I owed them {$1900.00}, when in reality it was just {$17.00}. I filed a dispute claim with them and with XXXX, but Freedom has refused to remove the negative credit report and XXXX has not changed my report. Freedom Mortgage 's negative credit report is fraudulent since there was only {$17.00} owed not {$1900.00}. I would like this negative credit report to be removed from my credit reports.
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| 02/22/2022 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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On XX/XX/2021 and XX/XX/2021 payments from my Escrow account were payed to the wrong parcel number. The amounts were XXXX and XXXX respectively. My mortgage company is Freedom Mortgage and they didn't even know a mistake was being made until I received a past due notice from XXXX XXXXXXXX Real Estate Tax Office. Freedom mortgage then payed the correct parcel number from my escrow account which caused my escrow account to be lower than it should. To remedy this they are charging me a higher monthly payment to catch up my escrow balance to where it should have been. When I asked Freedom Mortgage to contact XXXX XXXXXXXX Real Estate Tax office they did, however they followed up with me to let me know they couldn't fix their mistake and that I needed to call and ask for a refund. It was only when I reached out to the tax office that they informed me that there wasn't just one incorrect payment but two, costing me more than XXXX XXXX dollars which was pulled from my escrow account and paid to the wrong person 's account. Not only did Freedom mortgage make a mistake, but they weren't able to fix their mistake. Therefore I had to handle their mistake with the tax office and in the interim I would be charged a higher monthly payment until I fixed their mistake.
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| 03/23/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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In XX/XX/XXXX, I filed bankruptcy. I also signed a reaffirmation agreement for my home loan and my auto loan. Ever since, Freedom Mortgage, my home loan servicer, has not reported to the credit agencies, and has reported my open, existing loan, that I continue to pay for and I continue to be in possession of the property, as a closed account. This account is very much open and I am very much still paying on the mortgage. I called Freedom Mortgage on several attempts to rectify the situation with no luck. My most recent attempts were the last week of XXXX, when I spoke with a customer service representative, they said they opened a case on it. I followed up on XX/XX/XXXX, there was no notes in the account that I am trying to get a resolution. The girl stated she sent it to their legal department, she said she researched my file and was able to find my reaffirmation agreement. She stated that I would hear from the mortgage company by the next Tuesday. The following Wednesday approached and I still had not heard anything. I called Wednesday the XXXX and spoke with a supervisor that said he can not do anything, nor can he provide me contact information for their legal department. I followed up with another phone call XX/XX/XXXX and there still is no action.
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| 06/02/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Dear Sir or XXXX : This is a written complaint about a Freedom Mortgage. I had a mortgage with them that was paid off on XX/XX/2020. The loan number is XXXX. The Lender is not being transparent. I was sent a letter on XX/XX/2020, stating the account was closed and that the mortgage release documents were being processed and mailed to my XXXX XXXX. As of today, XX/XX/2020, there is not any said release documents that have been received. Last week, I was on the phone with many holds for XXXX hr and XXXX minutes just to acquire information. They have {$26.00} that has been assessed to me to have these documents filed. During the process of this call, it was stated that those documents were sent on XX/XX/2020. Either this was lost between Freedom Mortgage or it was not sent at all. At this point in the process, I do not trust that Freedom Mortgage has completed their part of this process. I do not find their processes credible. All I am asking is that they complete their release documents. There was not a management Team Member available for a long hold today, XXXX, XXXX, 2020. Since it does not appear that my XXXX XXXX has received the Mortgage Documents, would you please help me to expedite Freedom Mortgage to do their part?
Thank you so much, XXXX XXXX
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| 06/07/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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Our mortgage was purchased by Freedom Mortgage in XXXX of XXXX. In XXXX of XXXX, we made an extra " mortgage only '' payment that was incorrectly processed by Freedom resulting in interest and escrow being deducted from the extra payment. I discovered the error in XXXX, XXXX and are still trying to get the situation corrected with confirming documentation from Freedom. In addition, in XXXX of XXXX we received notification that our escrow account was deficient {$440.00} and we could pay it in a lump sum or they would increase our monthly payment by {$39.00} for the next 12 months. We submitted the {$440.00} payment, but they incorrectly allocated that payment and instead increased our monthly payment. Over the past 18 months they have increased and decreased our monthly payments without cause or notification. Freedom has been difficult to contact, as you typically speak to a different customer service representative each time you call and must re-explain the situation each time. The escrow department is not communicating with the payment department, hence incorrect information is being used for analysis. I have been dealing with Freedom on these issues for 4 months, but there is no urgency to get the problems created by Freedom Mortgage resolved quickly.
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| 11/05/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
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Multiple Complaints:1 ) payment information is misleading to the consumer - Loan is paid in full and automated phone system and online system still shows a payment due on XX/XX/XXXX. 2 ) The fees charged for payoff letters are excessive. {$30.00} is ridiculous and was charged for them multiple times in a 30 day period. 3 ) Escrow and details of loan and payments need to be easy to see online, NOT JUST WITH PAPER STATEMENTS. 4 ) last but to me the most important is an issue with them reporting a 30 day late when I did make a payment online before the 30 days - there was a technical problem with it going through and I wasn't notified in time to fix it before the 30 day mark and they won't fix it on the credit reports. I have NEVER had a 30 day late on my mortgage since inception and they can see that. The property was under contract waiting for closing so I was making payments after the due date but paying the late fees accordingly. I also paid AS SOON AS I KNEW about the problem - I called and submitted written requests for them to correct but was denied multiple times. I think this is wrong. This error dropped my credit score over 250 points overnight. This loan was with XXXX and I never had an issue until it was sold to Freedom Mortgage in XX/XX/XXXX.
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| 05/19/2016 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
Older American, Servicemember |
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I was in the process of refinancing and was asked by the lenders to provide pay-off documents. I was further informed that once pay-off documents had been received, I would not have to make the next two ( 2 ) mortgage payments or words to that effect. Later it was revealed that that was in correct and that I had to make XXXX 2016 mortgage payment. Partial payments were made after due date. FREEDOM Mortgage had reported to credit bureaus that account was 30 days late. This was no fault of mine for I was led to believe that I would not have to make XXXX 2016 payment, but proceeded to make payments. Based on this situation FREEDOM Mortgage emailed me stating that they asked the credit bureaus to remove this comment. As of XXXX XXXX, 2016, credit bureaus reports account as 30 days late. Received banking statement showing that one payment was received on XXXX XXXX, 2016, but not cashed until XXXX XXXX. Investigation revealed that the other payment ( {$700.00} ) still had not been cashed. Bank recommended to stop payment on {$700.00} and to contact FREEDOM Mortgage over the phone and make payment. This caused further delay in processing XX/XX/XXXX payment and I am being penalized. Lenders will not proceed with refinancing until this 30 days late is removed.
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| 12/29/2023 |
Yes |
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- Problem with a company's investigation into an existing problem
- Difficulty submitting a dispute or getting information about a dispute over the phone
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Web |
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Freedom mortgage is my mortgage company and they state that I am behind on my payment. I have proof that I paid XXXX for the YTD and their statement shows that i paid XXXX YTD witch is XXXX unpaid to the mortgage company.
I have called XXXX times and got XXXX different answers the XXXX person i talked to told me its because i didn't make a full payment and i was XXXX dollars short back in XXXX so paid the XXXX dollar 's thinking ok so now it should be up to date. The XXXX person i called told me i didn't pay XXXX so I went over my bank statements and i paid XXXX so i called them back and they told me I didn't pay XXXX payment. I told her I've got the bank statements to prove I've never missed a payment, so I sent them all XXXX statements from 2023. After that I received a 12 month statement from the Freedom Mortgage showing that XXXX payment was never received. So i called them back XXXX to try and figure out what is going on and they tell me XXXX is paid. so I requested a supervisor to talk to and I was on hold for XXXX mins and someone answers the phone and hangs it up on me.
I can't get a straight answer from anyone there! Meanwhile I am being charged {$45.00} late charges twice a month and they are putting late/missed payments on my credit.
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| 01/27/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Freedom Mortgage failed to pay my PA township tax of {$1800.00} in XXXX. In XXXX after numerous phone calls the taxes were disbursed multiple times. The following entries were taken from my online account : XX/XX/XXXX {$1800.00} Tax Disbursement, XX/XX/XXXX {$1800.00} Tax Disbursement, XX/XX/XXXX {$1800.00} Tax Disbursement, XX/XX/XXXX {$1800.00} Posted to Suspense, XX/XX/XXXX {$1800.00} Posted to Suspense.
I have logged XXXX phone calls and sent five emails in an attempt to correct the situation. My online account showed Tax Disbursements totaling {$8400.00}. I emailed this information to Freedom Mortgage and the response dated XX/XX/XXXX stated : 'The amount of {$8400.00} you referenced as " Taxes Paid YTD '' is not indicative of the funds disbursed from the escrow account for taxes in XXXX. ' I just received my XXXX for XXXX listing " {$8400.00} Property Tax Disbursements. '' My monthly mortgage payment increased by {$230.00} following the escrow analysis performed in XX/XX/XXXX. This was a financial burden.
I have requested a copy of the escrow analysis, copy of the payment/disbursement record, a corrected XXXX, and return of the finds to my escrow account. I have received nothing. I have spent hours on phone calls and emails with no results.
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| 08/03/2017 |
Yes |
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- Struggling to pay mortgage
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Web |
Older American, Servicemember |
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My name is XXXX XXXX XXXX. I became XXXX XXXX in XXXX 2015. I am a XXXX and could no longer work on my feet. I took a XXXX job from home and a {$100000.00} cut in pay. I notified Freedom Mortgage and asked them if I could to a deed in lieu of foreclosure. They did not even suggest any way to help me. They just kept asking for paperwork to prove I was not making the income as before. They told me there was a lien on the property, we called about it and could not locate one. Based on the untruth that there was a lien, they denied the deed in lieu of foreclosure. They went ahead and foreclosed. The thing is, that property sat there vacant for over a YEAR. By the time the auction went through, the house was worth MORE than they sold it for! They are not there to help the veterans at all. If they would have worked with me, I could have sold that house for MORE than what was due. Now, they are sending ME bills, with added late fees every month, for attorney fees ( which they could have avoided ). I am requesting this be made right by taking the foreclosure off my credit report. Once all the information comes to light, you will see that this request is fair and reasonable. Thank you in advance for your assistance in this matter. Sincerely, XXXX XXXX XXXX
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| 02/09/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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Started a refi, initiated by Freedom Mortgage, our existing company, on XX/XX/21. Numerous roadblocks and hurdles, some of which make sense and some are a mystery to me. Received someone else 's paperwork via mail during process. Call placed by workers apparently working from home, using cell phones not connected to company, who introduce themselves and ask for private info so I can prove who I am. When I refuse and call the main line passed from person to person without end. Refi still not done. Told today via email that I must pay off my HELOC with another company because Freedom Mortgage will not honor subordination agreement from my credit union ( standard agreement that credit union states they have used many times with this company and others ) because Freedom Mortgage wants the subordination agreement to say that the mortgage agreeement can increase to an unspecified amount because " of the CARES Act ''. I've tried to reach someone at Freedom Mortgage to ask for more information and have been unsuccessful.
Biggest concerns : Shared someone else 's personal financial information with me Ask me for my information on a " unsecured line '' Unprofessional communication/passing me from person to person and giving reasons that don't make sense...
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| 05/15/2018 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Older American, Servicemember |
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Wanted to do a cash out refinance with Freedom Mortgage talked with XXXX XXXX and he wanted to pay off all my credit cards and other loans.All I wanted to do was get money to replace all my windows in the house as they were old and needed replacing. He said I would need a VA appraisal, Termite letter. and water well test. This I had done. Then He wanted to do a 15 year mortgage at twice what I was paying plus I would need to pay points to get close to what my rate was. I have a 3.625 % rate now he would get me a 3.865 % rate. by now I have spent nearly {$3200.00}. He received the VA appraisal and said I needed to do some repairs on the house nearly {$20000.00}. I said I was XXXX XXXX XXXX ( XXXX XXXX ) and on a fixed income and could not do the repairs. He said what if I found a company that would do the repairs and pay after closing. I said that would be great. I never heard back about the repair work and two day later I received a e-mail that if the repairs were not done by the XX/XX/XXXX of this month they would withdraw the finance offer.Now I have lost {$440.00} VA appraisal fee, A {$2500.00} fee for a no termite 's found letter and re exterminate for no termite 's. and {$160.00} water test. And Freedom is my regular mortgage lender 5 years.
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| 07/14/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
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Web |
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I chose to make 2 payments to cover XX/XX/2020 mortgage payment with additional money going towards principal. On XX/XX/2020 I submitted a payment for {$2200.00} to Freedom Mortgage. I made the second payment on XX/XX/2020 of {$1700.00}. This would be a total sum of {$4000.00} to cover my mortgage payment of {$2900.00} + {$1000.00} towards principal for XX/XX/XXXX. The system interpreted differently and directed all {$4000.00} toward principal bring my mortgage balance to {$420000.00}. I immediately called in and it was modified bringing my total balance to {$430000.00}, but they had reported the balance of {$420000.00}. The next month when my credit report was updated, my credit score went down significantly stating my balance increased for Freedom Mortgage by more than {$2000.00}.
I submitted a dispute to XXXX but did not see my credit report updated. I would like my credit score to be updated accordingly. I share the mortgage with an individual and that individual 's credit score was also negatively affected. We both expect this to be fixed with an update to our credit scores.
I was not delinquent or late on my payment which would have caused a negative impact on my credit score. This was all caused from wrong information being reported.
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| 03/10/2017 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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We escrow our taxes through our mortgage company. We got a notice that our house was going to Sheriff Sale for failure to pay taxes. Freedom Mortgage claims they sent in the taxes but the county never received them. When we called to find out what was going on the customer service representative said it had to go through their tax department who can not take incoming calls! Can not take incoming calls?!?!? ITS TAX SEASON Freedom Mortgage is screwing us out of a deduction and they are telling us that they will respond by XX/XX/XXXX. A little passed our tax deadline. We then find out that they sent the payment to the wrong account number to the county. They hold the mortgage to our house and do n't even know where it is! We can not get any resolution to the problem because we ca n't speak to any one in the " tax department '' they have to " call you back ''. This is absolutely the most ridiculous thing I have ever heard! We are going to lose a tax deduction and are going to have to pay penalties for late payment and the best they can come up with is the tax department has until XX/XX/XXXX to respond? We have no where else to turn. These folks seem to think we have hours to spend on the phone trying to get answers! This is a very frustrating issue!
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| 08/11/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My husband and I bought a house in XXXX. Our first payment was due on XX/XX/XXXX. We were given a letter dated they XXXX of XXXX that our loan was transferred to XXXX XXXX and will be serviced through XXXX. We got it the day before our first payment was due. At this point we were already set up for payments with Freedom Mortgage so we paid Freedom Mortgage on XX/XX/XXXX. The money was taken out on the XXXX, but was never transferred to the new servicer. They said we could pay them up until the XXXX. After the XXXX we pay XXXX, as it was transferred on the XXXX of XXXX. We let XXXX know and gave them to confirmation number on the XXXX after we made our payment. My husband has called Freedom Mortgage every week since the XXXX of XXXX asking about the transfer and each time they say we have a different amount of days to transfer. One time it was a week, another 45 days, another 60 days to transfer it all starting at the date of the call. They keep giving him vague answers and keep giving excuses for why it wasnt transferable. The first excuse was that it was a holiday so it would take longer to transfer. Another was that we owed in XXXX but our first payment wasnt until the XXXX of XXXX. At this point Im concerned this isnt going to get resolved.
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| 04/28/2020 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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I had a mortgage with XXXX XXXX company, XXXX XXXX XXXX, XXXX XXXX, AR ( XXXX ). I got behind and they told me if I paid XXXX I would be caught up. I paid the XXXX and the next month they sold my loan to freedom mortgage. Freedom mortgage ( XXXX ), said that I was behind and owed XXXX. Since I just paid the XXXX thinking i was caught up there is know way I can pay the XXXX. So Ive been paying what they, freedom mortgages says is the minimum payment of XXXX. I've paid that for the last two months ( XXXX and XXXX ). I got a statement that said I had til XX/XX/XXXX to pay XXXX. Today I get a statement that says I owe XXXX dollars. There is absolutely no way I can pay XXXX less known XXXX. They bombard me with mail, before I can reply to one letter I receive another letter/statement. Further more I do not know where they are getting all these amounts, and know one can seem to explain it to me. Everyone has an attitude. They also said even though there is a pandemic and we are in economic crisis 's there is nothing they can do for me because I was already behind on the payments. If I was already behind how do you expect me to catch up? Nobody cares ... ... Any information you can provide will be helpful. Im trying to work with them to save my home.
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| 03/25/2020 |
Yes |
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- Trouble during payment process
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Web |
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Please investigate freedom mortgage. I have a mortgage that originated at XXXX and this company refuses to remove the MIP as I am now elligable at over 20 % equity and I meet all other requirements. The original loan number is XXXX XXXX / FILE NUMBER XXXX XXXX / MORTGAGE INS CASE NUMBER XXXX XXXX XXXX. Freedom mortgage is the refinance company and they have refused any assistance to make sure this MIP is removed in a timely manner. Freedom mortgage refinanced the amount of XXXX and they refuse to accept the original purchase amount of the home was XXXX. I meet ALL requirements and I have NEVER made a late payment in the history of this home purchase.
This company has denied all attempts to have the MIP removed and they decline to acknowledge that I am eligible for the MIP removal. My current loan balance is XXXX and the original loan balance was XXXX. This company refuses to acknowledge that I presented ALL purchase documents to them upon the processing of the refinance with them which would very clearly show the original purchase amount and date of which they deny ever receiving. Given the math I need to verify that I am at XXXX LTV and there is no one to help me with this complaint of being ignored by this mortgage company. Please help me.
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| 02/06/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
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I had a loan with XXXX and it was sold to Freedom Mortgage. During the sale I was never notified and was not aware of anything going on. I continued to pay my mortgage payment to the XXXX. by the time I figured it out I was late on a payment. I paid it and explained to them that I was never told. Since then I have continued to ask them for a account and transaction history including a running balance but they never give it to me. They keep sending me the wrong thing. I have been requesting this for over a year. I need this because I do not believe they are applying my payments correctly and there is no way for me to check with out that information. there customer service is horrible. you can never speak to anyone. it seems that all of there departments are not customer facing and everything you ask for has to be put in a request that never gets done. I have asked to speak to people higher up and get the same response. let me put in a request. I have never had this much trouble with a mortgage service company ever. I really wish they would sell this loan to someone else. It is absurd that mortgage company 's are allowed to sell loan any random company that does not have the same values and customer service as the company you made the loan with.
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| 01/11/2022 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Older American, Servicemember |
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My XXXX was a XXXX Veteran who was exposed to XXXX XXXX and passed with XXXX in XXXX. Because he was 100 % disable I am entitled to all of his benefits. I have a XXXX XXXX with Freedom Mortgage. We have never missed a mortgage payment in XXXX years. I received a call from Freedom Mortgage asking if I wanted to do a XXXX XXXX. I advised them I did not want to do a streamline however, wanted to do a refinance cash out, because I needed to replace the furnace, remodel the kitchen and other upgrades. I asked what the minimum XXXX XXXX was for a XXXX refinance and was was told XXXX. They ran a hard credit pull and my score was XXXX. I was told I qualified. They told me they would complete the application and get back with me with terms, interest rate, etc. The next day I received a call stating I did not qualify because even though I met the credit requirements, debt to income ratio, etc., they were not doing cash outs for XXXX XXXX because XXXX XXXX are considered " at risk ''. I am XXXX XXXX years old and an XXXX American XXXX and I think they denied my loan based on my XXXX and XXXX. I received a denial letter today which list the reason for denial as " ineligible applicant ''. I called Freedom Mortgage requesting a clarification to no avail.
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| 05/30/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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Web |
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During the covid19 pandemic i was trying to apply for a mortgage forbearance program with my mortgage company.after several attempts by my wife my mortgage company kept giving her the run around.she was informed that since the mortgage was in my name only i would have to call or give permission for her to speak on my behalf which i did at this point we where almost 1 month behind she was told since wr where applying for a forbearance that the 3 months where going to be moved towards the end of our mortgage it wouldn't be a problem then i went to lease a car for my daughter and i was informed that my credit score dropped by 100 points and i checked my XXXX credit report to find i was marked 2 months behind on my mortgage i imeaditly payed. To bring it current i called freedom mortgage company was told my score would go back to my original score but till this day it hasn't but my main concern is all my credit card companies dropped my credit substantially in a time of a pandemic and state of emergency without any prior notice i please ask that my credit rating be restored and all my available credit be reinstated since i never defaulted or was late with payments.p.s is it even legal i know it wasn't humanly moral thank you in advance XXXX XXXX
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| 04/22/2020 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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I refinanced my VA home loan through XXXX XXXX XXXX in XXXX of XXXX. The mortgage was eventually transferred to Freedom Mortgage. XXXX underpaid my escrow account while I was with them, even though I e-mailed and called my lender to tell him his escrow estimate was not enough before the loan was finalized. He assured me his numbers were right, even though I pulled my information from the county website. Needless to say, around XXXX of XXXX after Freedom Mortgage had acquired my loan, my Monthly mortgage shot up around {$300.00} a month over the span of 2 years because of the escrow mistake. Being the only person working in my family at the time, it put us in a hardship situation, My savings was slowly depleted and I couldnt keep up on payments anymore. On top of that, after struggling with the payments and foreclore looming, my wife who was a stay at home mom was forced to go back to work in the evenings as soon as I got home from work.
The missed mortgage payments hurt my credit score and impacted my family. I Feel that I was lied to by XXXXXXXX XXXX XXXX, as the property tax information was readily available on the county website website. So for them to get the numbers wrong even after I brought it to their attention was very upsetting.
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| 09/15/2015 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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When attempting to make a payment online, I received the following error message : The website is not responding at this time. Please try back later or contact your institutions customer service department for further assistance. We apologize for any inconvenience. I contacted the Freedom Mortgage customer service line and explained to them the error message. The representative informed me that the error was a known issue and that I had the option of either making a payment via the phone system for a {$10.00} fee or via a live person for a {$15.00} fee. I requested a waiver of the fee since I could not make a free payment through their website. The representative stated the fee could not be waived. I then asked to speak with a supervisor. I was transferred to a team lead, XXXX, who was able to take my payment and waive the fee. I believe that Freedom Mortgage is deceptive in its practices by attempting to charge customers a fee for a payments when the option to make a free payment is not available due to the actions of Freedom Mortgage, not by any action by the consumer. In this instance, Freedom Mortgage has no incentive to correct the online system as they are able to obtain fee income from consumers that are unable to make online payments.
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| 02/14/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I make daily principal payments on my mortgage. On Monday - Thursday I pay {$22.00} and Friday I pay {$66.00}. Per Federal Law principal payments must be applied with an effective date of the date received so that they are not illegally collecting interest on money that has not been earned. What Freedom Mortgage is doing is placing the daily payments into a non-interest-bearing suspense account and then applying the payments received at the end of the month. The entire point of paying extra principal on a daily basis is to avoid the " per diem '' interest costs. Every other bank has chosen to follow the law and apply for principal payments as directed per law. Freedom Mortgage is flat refusing to do so because they said that they will only apply extra principal payments to the balance due as of the date received only when made manually by their website. When any payments come in via XXXX, XXXX, or wire transfer they deliberately chose to apply the payments to the principal balance only monthly contrary to Federal law and regulation. They label the aggregated daily payments applied to my account monthly payments as " curtailment '' which is clearly fraudulent. They have been doing this since the mortgage was transferred to them for servicing.
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| 04/08/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
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ON XX/XX/2021 WE PAID OFF MORTGAGE TO FREEDOM MORTGAGE. AT THAT TIME, A DUPLICATE PAYMENT OF MY TAXES WERE PAID, ONE BY FREEDOM MORTGAGE ( WHICH I WAS PAYING THROUGH MY ESCROW ACCOUNT ) AND ONE BY ME WHEN WE REFINANCED WITH ANOTHER BANK. I CALLED MY TOWN AND THEY INFORMED ME THAT I WOULD HAVE TO CONTACT FREEDOM MORTGAGE FOR THE REFUND OF MY TAXES IN THE AMOUNT OF {$2500.00}, SINCE THEY HAD ALREADY RETURNED THE FUNDS TO THE MORTGAGE COMPANY. I HAVE MADE 10 CALLS TO FREEDOM MORTGAGE AND STILL DO NOT HAVE MY REFUND. I HAVE REACHED OUT TO SUPERVISORS ( WHO PROMISE TO CALL ME BACK AND I DON'T GET A RETURN CALL ). SOME OF THE SERVICE REPS I HAVE SPOKEN TO WERE - XXXX, XXXX ( HUNG UP ON ME ), XXXX, XXXX, XXXX, XXXX ( SUPERVISOR WHO WAS SUPPOSE TO CALL ME BACK AND NEVER DID ) AND MY LAST CALL TO XXXX ON XX/XX/2021 ( WHO PROMISED ME A SUPERVISOR WOULD GET BACK TO ME AND SHE WOULD ALSO GET BACK TO ME THAT SAME DAY - NEVER HAPPENED ). AT THIS POINT I AM BEYOND FRUSTRATED.IT HAS BEEN 65 DAYS SINCE MY MORTGAGE HAS BEEN PAID OFF AND I DON'T UNDERSTAND WHY IT IS TAKING SO LONG TO RECEIVE MY REFUND? I UNDERSTAND THAT PROCESSING TAKES TIME, BUT BY NOW I SHOULD HAVE MY REFUND. THE MOST INFURIATING PART IS THE LACK OF FOLLOW UP ON THE PART OF FREEDOM MORTGAGE.
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| 12/19/2018 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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My wife and I are XXXX % XXXX veterans and because of some family medical issues we ended up in Bankruptcy back in XX/XX/XXXX. We were also behind on our mortgage at the time of the filing for bankruptcy, but our house was not included. Around XX/XX/XXXX as we were getting close to our Chapter XXXX discharge, our attorney met with our mortgage company ( Freedom Mortgage Corporation ) attorneys and an audit was conducted which determined everything we were behind on. Some court, and attorney fees were added and the amount came to be XXXX, this amount was divided by 12, which came to XXXX. My wife and I was then asked if we could afford to pay our regular monthly mortgage payment and this additional XXXX for 12 months, we agreed and at that time a court order put into affect. The order called for us to start paying this additional XXXX in XX/XX/XXXX. We followed this court order 100 %, made all payments. We then made our last payment to the trustee and received our discharge on XX/XX/XXXX. When we were discharged Freedom Mortgage Corporation immediately reported us as two months behind on out mortgage. I made well over 20 calls into Freedom and it was determined that when we made that first payment in XX/XX/XXXX, they posted it for XX/XX/XXXX.
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| 09/16/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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I was told by Freedom Mortgage back in XXXX, that I would need to do a Loss Mitigation Packet, if I want to make a change to my Mortgage regarding payments. So, that's what I did. I submitted my Loss Mitigation a total of 3 times. I have the proof of everything requested and sent. Time would go by of over 30 days, I would be told to submit documents. Each time I complied, and wrote to them, that everything being asked I sent. Over and Over, I submitted the same documents. XX/XX/XXXX the sent a letter, saying the needed more documents that I already submitted by XX/XX/XXXX. I did again. I called 6 days latter to see if finally after submitting the same stuff over and over again. I was told by an agent on or about XX/XX/XXXX, my home was Foreclosed on. My Loss Mitigation never got reviewed, I kept getting the run around. I still live in my house. I asked for them to reverse the decision, no reply. I can afford to stay in my house, and keep it. They never reviewed my Loss Mitigation packet. I've tried to work things out Freedom Mortgage, but I can't seem to get a hold of a person. Online messaging for everything Please help me. Michigan is a redemption period is 6 months. I have 3 months left. Please help me with this. I want to keep my house.
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| 05/23/2022 |
Yes |
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- Trouble during payment process
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Web |
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XX/XX/XXXX XXXX XXXX XXXX XXXX, XXXX Customer Service Freedom Mortgage Corporation XXXX XXXX XXXX XXXX, XXXX XXXX Mt. XXXX, NJ XXXX Re : Company Response CFPB Complaint # XXXX XXXX XXXX : The response given on the interpretation of the complaint has an overlooked detail : the Supplemental Real Estate tax bill from XXXX XXXX XXXX NOT the Virginia Credit Union ) , paid in full ( {$1600.00} ) by us on XX/XX/XXXX. Even so, to avoid the inconsistencies/increment of the monthly payments, we paid {$450.00} on XX/XX/XXXX to cover any escrow shortage ( as a result, XX/XX/XXXX payment will be {$1600.00} ). We are aware of a {$1300.00} Tax Disbursement payment made on XX/XX/XXXX ( the XX/XX/XXXX Escrow Analysis shows the Projected Payments to be made on XXXX and on XXXX, {$800.00} each, respectively ). For this reason, ANOTHER escrow shortage of {$290.00} will be reflected in the subsequent payments if it is not paid immediately. As per XXXX XXXX, the Tax Disbursements payments are due in XXXX and XXXX of each year, and the Real Estate is {$0.00} per {$100.00} of assessed value as of today, XX/XX/XXXX ( any changes have to be approved by the Countys Board of Supervisors ). XXXX XXXX, amendments to this situation shall be made without delay. Thank you.
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| 09/24/2021 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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This XX/XX/2021 we received a letter saying our Mortgage was going up from {$1200.00} to {$1400.00}. After calling them and discussing it with them they stated that my home owners insurance was raising my " Hazardous Insurance rate, '' and the city we lived in raised our property taxes which was false because we contacted the City of XXXX, Ohio and they told us we are at 2.0 % tax rate and its the County who does the property taxes and not the city. We received a letter from the County auditors office stating our Home Value dropped Significantly. We contacted our Home Insurance company and they sent us a statement. Our home insurance also stated that this company tells lots of lies to get consumers money. Also Freedom Mortgage stated that after they reviewed our case they forecasted a shortage over {$1000.00} as an escrow shortage which is outrageous. I have never been late on a payment and don't plan to start. I am a XXXX XXXX Veteran using our VA home loan, and a good standing citizen of the United States just check my back ground. Please stop this company from Financially raping hard working Americans and doing this to our families. If you read the reviews about this company they have been doing this a long time and getting away with it.
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| 07/20/2021 |
Yes |
- Mortgage
- Other type of mortgage
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- Trouble during payment process
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Web |
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I believe that I am owed a significant refund from Freedom Mortgage. I have called and email multiple times with no solution to my problem. I have attached copies of my closing costs, taxes from XXXX, XXXX insurance rate, and other misc. Documents that I believe will be helpful in rectifying the escrow errors.
Please note that I reached out several times in XXXX and once in XXXX to clear up issues with my taxes, as well as multiple phone calls. XXXX XXXX who did my closing also reached out twice and she never heard back ANYTHING either. I had to do a lot of research, calls, and collecting information to figure out some of the issues on my own since I wasnt receiving the information from Freedom Mortgage.
If you have any questions or need anything further please contact me at XXXX or XXXX.
I need to get this cleared up asap so I would think 30-45 days from the date of this letter should be sufficient. Please note that since I have had this continued issue without anyone from your company apologizing or correcting the errors I will also be reaching out to a government agency to let them know of the problems with your company as well. I did try reaching out to XXXX but still never heard a thing with my complaint with that avenue either.
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| 04/26/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
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I start my refinance of my mortgage on XX/XX/2022. The originating loan officer stated this would be a few week process since it was a refinance. I have submitted all documentation the day it was requested. I am now approaching 70 days and still have not got a commitment on closing. My original loan officer is no longer with the company and was never informed of this change. There have been multiple delays that I was not informed about. I have had to call Freedom Mortgage to learn there are documents that are needed. I recently learned who my new loan officer is, but is actually a sales manager with a license. He was not even aware the file was with him prior to our phone conversation. The company informed me on XX/XX/XXXX that my file was going to underwriting and would take 48 hours to complete. I called XX/XX/XXXX to be told it never went to underwriting and was asked if it was single family home and the HOA amount. These are questions that could have been answered from the appraisal that was complete a month earlier. Now it is XX/XX/XXXX and I still can not get a commitment on a closing. This is affecting me financially since I can not touch my credit and it is holding the Veteran Affairs ( VA ) benefits since the original loan was VA.
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| 07/25/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Problem with personal statement of dispute
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Web |
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Freedom Mortgage company had a computer glitch, I was trying to pay my mortgage on XX/XX/XXXX. I did not receive a confirmation number. I was worried my payment had not gone through and would be late. I checked the next day, XX/XX/XXXX, and there was no account of my payment. I made another payment and received a confirmation on that one right away. I checked my bank account statement after a few days and two charges had been processed. I contacted my bank and freedom mortgage to notify them of the double charge. Somewhere along the road both my bank and freedom mortgage reversed a payment- even though I obviously was only trying to get one reversed! Why would I pay twice and then purposefully remove both payments? It doesnt make any logical sense. I got a notice that both the XXXX mortgage had been reversed and that it had now been marked as a late mortgage payment. Exactly what I am trying to avoid! Due to this mixup, we are being offered much worse rates on our next mortgage. Its unfair punishment on my part to receive a serious ding on my credit report for an obvious misunderstanding that began with an error on the freedom mortgage payment page. I want this mark on my credit removed- its not a reasonable way to conduct business at all!
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| 11/18/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Dispute on Partial Payments for XXXX and XXXX Mortgage : Servicer is currently reporting us delinquent for on our mortgage for XXXX and XX/XX/XXXX Both our bank account and the servicer are showing monies in constructive receipt for the months of XXXX, XXXX, XXXX and XXXX We believe this understanding was due to a coded unapplied payment posting on XX/XX/XXXX ( Circled on statement with N? ) and a strange recording on XX/XX/XXXX showing most of our payment going to principal balance of loan. We in no way communicated that we wanted our normal mortgage payment to be applied to the principal of the loan as is contractually spelled out in our mortgage.
Further on XX/XX/XXXX at approximately XXXX XXXX MST we called Servicer and spoke with an agent of the firm regarding this matter. The agents extension is XXXX. While on the phone with us, the agent of Freedom Mortgage acknowledged their mistake, took off as many late charges as they could based from their scope of practice ( service representative ), and promised they would fix the problem. On the call, they further instructed us not to pay any additional monies until the problem was fixed o This was done partially on the statements on XX/XX/XXXX but was once again registered as unapplied
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| 12/13/2017 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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We refinanced our existing loan and closed on the loan on XX/XX/XXXX. We were told that as long as the refinance was completed before the due date of our old loan ( XX/XX/XXXX ) that it would not report late. The refinance closed on XX/XX/XXXX as planned and the company ( XXXX XXXX ) that held our old mortgage received the paperwork by XX/XX/XXXX. However, they then proceeded to put a 30 day late payment on our ( me and my husband 's credit reports ). They have been so completely rude to us during this process as well. Almost as if they are putting the late payment on our reports because they are upset that we did n't refinance with them or keep the loan with them. Regardless, their reporting is illegal and inaccurate and they refuse to fix the issue. They even put a late payment on our report for XX/XX/XXXX so we have 2 30 day late payments on our reports even though we were refinanced by XX/XX/XXXX. We have a late pay for XX/XX/XXXX and XX/XX/XXXX on our report. It has been a horrible experience and i would hope that no one else has to go thru anything like this. We have already tried working with the mortgage company and correcting the reporting with the credit bureaus but been unable to fix the issue. Please help us any way you can.
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| 11/11/2015 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
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My mortgage was sold from first mortgage to freedom mortgage without my knowledge. I was finally made aware of the change after trying to access my online account with first mortage to make a payment with no avail. I spoke to a representative whom informed me of the changes, and I promptly contacted freedom mortgage. They said they had sent me information, however it was never received because the info was sent to the wrong address. The representative took my new mailng information down, and informed me that I had a 60 day grace period to pay my mortgage. Today less than 30 days later I received a letter from first mortage stating that I was 30 days late on my mortgage, and the information had been sent to the credit agencies. I am trying to avoid a ding to my ( and my co-signers ) credit, due to misinformation provided by my new mortgage company. As well my home is for sale, and will be closing by XXXX XXXX. After speaking with a representative last week, he was made aware of the circumstance, and never made mention of the negative effects that could occurs if I did n't pay. After that conversation I was still under the impression that the 60 day grace period was still in effect and that my credit was still to remain in good standings.
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| 06/08/2021 |
Yes |
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Web |
Servicemember |
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We were scheduled to close today XXXX XX/XX/21 XXXX. The title company 's notary showed up with an outdated closing disclosure XXXX CD ) that was dated XX/XX/21 ( the most recent advance copy we had received was dated XX/XX/21 and all parties agreed to it XXXX. We told the notary we would not sign the incorrect paperwork. Then the notary said he possibly received an updated CD on the drive over. He checked his email and said he did receive updated paperwork, but would need about an hour to go and print new closing documents. He came back with a CD that was still different than the CD agreed upon between us and Freedom Mortgage. Specifically, this new CD had us owing MORE money at closing without anybody from Freedom Mortgage ever contacting us about that. In fact, I have an email from Freedom Mortgage at XXXX XXXX today verifying the cash at closing would be {$1700.00} XXXX yet it somehow increased XXXX. Even if we wanted to pay the extra money the bank was closed, and we already had a cashier 's check for the amount Freedom Mortgage verified earlier today. We were forced to either walk away or feel pressured to agree to the new loan terms at the time of signing. We refused to sign the closing documents at tonight 's second offering.
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| 01/11/2021 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I was contacted by Freedom Mortgage to refinance my current FHA mortgage I have with them, my rate would drop from 4.25 to 2.125. In XXXX, XXXX I signed and filed all the completed paperwork. I was scheduled on XX/XX/XXXX to meet with a Notary at my home to sign the new mortgage documents. My XXXX year old daughter who lives with me is a nurse and came down with COVID, I called the Notary and asked if we can meet elsewhere or reschedule due to COVID. She opted to be safe and reschedule. My reschedule date was canceled by Freedom Mortgage due to a {$200.00} issue with my second mortgage. Since XX/XX/XXXX to current, XX/XX/XXXX, I have been emailing and calling my contacts at Freedom Mortgage to get this process completed. I had it escalated to a manager and received a new contact. I spoke with the new contact before XX/XX/XXXX, I emailed & called him for an update on XX/XX/XXXX, today is XX/XX/XXXX and I have not heard from him. My monthly mortgage payment will drop by {$400.00} a month. Freedom Mortgage is costing me {$400.00} a monthly, in total {$1600.00}, by not finalizing my refinancing. Please help, during this COVID year, groceries, food have increased. I have XXXX adult children living with me & could use the {$400.00} extra.
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| 07/30/2019 |
Yes |
- Mortgage
- Other type of mortgage
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- Trouble during payment process
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Web |
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Freedom has been mailing statements and all communications to the wrong address.
When I called to get this error resolved, there was no explanation or apology - it just took a long time to find out that 5 months of information has been sent to the incorrect address. When I asked if they received anything from the post office stating it was the incorrect address ( the address they were using isn't an existing address ) he looked back and saw where they had been notified of the returned mail, but that no one had done anything about it to correct the error.
At the end of the conversation I asked for my updated address to be confirmed - the representative read " XXXX '' instead of " XXXX '' so I pressed further. He made the correction but said someone else must have done it since he only changed the numbers - when I asked if it was even likely someone would have edited my information to add an errant " r '' he said it was possible. " XXXX '' was not on the mail I eventually received, even with the incorrect house number, so either someone is randomly editing account information in the system or they don't seem to take much care on accurate servicing information.
After all of that - no apology from the representative of Freedom.
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| 05/17/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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I have a new loan with Freedom Mortgage ( started it XX/XX/XXXX ). Starting on XX/XX/XXXX I requested the removal of PMI with my payment of an extra $ XXXX toward my loan. I was first told I'd need 2 years of payment history before they'd remove. But, after I asked them to put that in writing they called back on XX/XX/XXXX and said they were wrong, and if I paid another {$7500.00} then they would remove it ( by XXXX # XXXX ) & would not need another appraisal as it was within the grace period ( since it was a new loan ). I paid the extra {$7500.00} assuming he told me correctly. On XX/XX/XXXX & XX/XX/XXXX I sent follow up emails to see if they'd removed it & as of XX/XX/XXXX they did not respond to either email. On XX/XX/XXXX I called in and was told by XXXX ( # XXXX ) that it would be processed by XX/XX/XXXX and to call back. On XX/XX/XXXX I called back and spoke to XXXX ( # XXXX ) who said I'd need to send another appraisal before they'd remove PMI. When I told him XXXX ( # XXXX ) said that wasn't true, he said he would call back once he spoke to XXXX. As of now, I still have PMI even though I've requested the removal of PMI, and have more than 20 % paid toward the principle. I keep getting told different things each time I call.
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| 06/08/2020 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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I refinanced my mortgage through a different mortgage company and closed in XX/XX/2020. I requested a payoff from Freedom Mortgage as part of the refinance process on Friday XXXX XXXX and it included 'Unpaid Late Charges ' of {$140.00} even though I have never been late on my mortgage. I called Freedom to get the payoff corrected however they told me that they automatically charge a late fee for the month of XXXX since the projected payoff date was XX/XX/XXXX, beyond XX/XX/XXXX. I told them that my refinance will fund on XX/XX/XXXX so they would receive the payoff wire by XX/XX/XXXX therefore the projected payoff date needed to be corrected to XX/XX/XXXX and the late fee removed on their payoff statement. They refused to change the payoff date or remove the late fee as the representative said they can not change the payoff date as it is system generated however once my loan funds on XX/XX/XXXX, they will refund the late fee of {$140.00} since I would not be late for XXXX. I was never refunded this erroneous late fee charge. I tried contacting Freedom again via their portal email chat but they refuse to respond to me. This might be something that the CFPB needs to look into since Freedom Mortgage is collecting erroneous late fees.
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| 07/06/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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We were sent a letter from Freedom Mortgage stating our XXXX XXXX, 2016 payment was not received. This information was incorrect. My bank sent the check via automatic bill-pay on XXXX XXXX, but their records showed that the check was not cashed. When I called Freedom Mortgage to explain, they eventually found the check and claimed it was an " accounting error '' on their end and they would take care of it. Despite this conversation and several more over the last 6 months, along with letters from my bank and copies of cashed checks showing they have been receiving my payments, I continue to get collection letters in the mail stating the contrary. I checked my credit report only to discover they have reported my account as 60 days overdue & worse, my credit report shows the payments have been late from XXXX to XXXX, which is a complete lie. Once again, my bank provided documentation proving that all payments have been received AND cashed ( except XXXX 's which was deposited later, after they located the check ). Despite my many attempts to rectify the issue, Freedom Mortgage continues to be non-responsive. It has been 7 months now and they still have not corrected THEIR " accounting error '' so I filed a dispute with XXXX and CFPB.
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| 12/28/2020 |
Yes |
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- Trouble during payment process
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Web |
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My new loan modification 1st payment was to be set for XX/XX/XXXX.
The new loan started in arrears with 2 payment due on XX/XX/XXXX.
I emailed them and they said they did not receive the XXXX payment. I told them it was sent in with my closing paperwork via money order. I had to provide a copy of the money order. Then they found it. But the past due for 1 month did not disappear.
But then stated that is was due for XXXX. I never received instructions or a bill for the month of XXXX. I was in between trial periods.
I said I would pay it if it is truly due. I asked for an invoice, Then, they claimed it for a returned payment in XXXX I asked for documentation showing the account number etc. They never provided such documentation. Nor did I make any payment in XXXX as it was paid via a money order. There was no payment to be returned. They lie.
I have been trying to get this resolved since XX/XX/XXXX. Please remove this fake after the fact charges and all late fees associated with it.
I wrote them back with this information 16 days ago and I have not heard back.
If I truly owe the money for my mortgage then give me an invoice!
Stop changing the story.
I have all the emails documented -- let me know if you need them
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| 06/23/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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We closed on a refinance XX/XX/20 and chose to cancel the transaction within the 3 day cancelation period ( XX/XX/20 ). Freedom Mortgage & XXXX XXXX did not cancel and paid off existing mortgage and recorded Deed of Trust for new mortgage. Upon receiving notification that my existing loan was paid in full ( on or about XX/XX/20 ), I contacted Freedom Mortgage and the XXXX XXXX. The payoff wire transfer was rescinded and my existing mortgage is reinstated. However, Freedom Mortgage still never canceled refinance mortgage and said it had been sold to " Investor ''. I have tried contacting Freedom Mortgage. The only contact I can consistently make is with a Customer Care Rep who tells me I am delinquent on payment for the mortgage I canceled with Freedom. I received a letter in the mail from XXXX XXXX ( dated XX/XX/20 ) notifying me the mortgage loan had been transferred from Freedom Mortgage effective XX/XX/20. I once again contacted XXXX XXXX ( on or about XX/XX/20 ) and notified them that the Deed of Trust had recorded and requested that a Release Deed of Trust be obtained and recorded. on XX/XX/20 I contacted XXXX XXXX and a case was opened ( Case:XXXX ). I need assistance to prevent Freedom Mortgage from ruining our credit!
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| 12/23/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
Older American, Servicemember |
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This problem is actually due to inaccurate reporting by my mortgage holder Freedom Mortgage Corp which is the subject and related to XXXX prior unresolved complaints - # XXXX -and XXXX. As described in my initial complaint Freedom Mortgage- back in XXXX verified my explanation of events and assured me they would resolve the issue within 15 days by sending Refund Modification documents. Unfortunately that has not happened and I filed a second complaint. In the process of this continued failure FM took my loan out of Loss Mitigation. This complaint relates to the fallout of that action- my stellar credit rating went from the XXXX range down to about XXXX. I went to trade in my vehicle to discover this and was only offered a high interest rate. I was told at that time that after my mortgage company corrects their reporting I could refinance to a lower rate.
There is such a disconnect existing within the communication flow at Freedom Mortgage that my phone calls and conversations with representatives or messages on the app are all like starting over and go nowhere. This has gone on for the past 14 months! XXXX did send my account back into loss mitigation last week but no mention of correcting their mistake that affects my credit.
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| 12/31/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Credit decision / Underwriting
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Web |
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We are refinancing our mortgage through XXXX XXXX XXXX XXXX XXXX. We were pre-approved by Freedom Mortgage company for {$160000.00}. pending our appraisal. We were given an FHA certified appraiser from XXXX XXXX ( through XXXX ). The appraisal came back at {$190000.00}. which was only {$5000.00} shy of what we needed. So the broker ( XXXX XXXX ) revised the loan request accordingly. We were just waiting for the approval of the underwriter. The underwriter requested that some comments be added to the appraisal so the broker sent it to the appraisal company for adjustments.
we received our updated appraisal to find out it was decreased by {$10000.00} to {$180000.00} due to one added comparative property. We feel we are being undervalued and are not being treated fairly. This refinance has been taking a month and estimates just keep changing. We believe a decrease of that amount for one comparative property is unjust. The FHA approved appraiser 's first opinionated value should not be able to be overridden in that way. We have been paying our mortgage for 14 years and have refinanced in the past without problems of this nature. XXXX XXXX XXXX XXXX XXXX has been great every step of the way and believe we deserve a fair experience.
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| 02/09/2021 |
Yes |
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- Struggling to pay mortgage
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Web |
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Due to covid19 I fell behind considerably on my mortgage. At the same time I had an home owners insurance claim pending for water damage and other issues. I was eventually awarded {$45000.00} on the claim. As required, I immediately sent the check to Freedom Mortgage on XX/XX/2020 who is my mortgage lender and explained to them that it would take approximately {$25000.00} to do the repairs In my house and I would like to use the rest to bring my delinquent mortgage current. To this day I have not received any of the money to start the repairs on my house despite sending all the additional documents that Ive been asked to send pertaining to my divorce. I was told that my ex wifes name would have to be included on the check. I sent them a document showing my ex wife had assigned over the insurance benefits to me. They asked me to send in the divorce decree showing I was awarded the property during the divorce. After I sent that it still wasnt good enough so I asked them to just go ahead and put my ex wifes name on the check and I would work it out from there. I was told no, they cant do that, but the hold issue was that the check must have the ex wifes name on it. After exhausting all my efforts I decided to make this complaint.
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| 12/27/2022 |
Yes |
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- Trouble during payment process
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Web |
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I have had multiple conversations and hours on the phone with personnel acknowledging overpayments in fact on my account and say they have to escalate it to get it resolved and then nothing gets resolved. Freedom Mortgage XXXX I am behind 1 payment yet when you look at my payment history from their site since my XX/XX/XXXX refinance, I have made 28 payments with additional funds showing yet since XXXX they tell me I am behind, this was the month that they also generated XXXX XXXX statements and show 1 payment sitting in a suspense account that they will not recognize. XXXX XXXX and funds in suspense attached.
Inquiry sent today XX/XX/XXXX and XXXX : Hello, I am asking again that my account be reviewed and corrected. I have made 28 payments since I refinance in XX/XX/XXXX. My payment history attached from your site and my bank records reflect that. However, you have put funds in suspense in XX/XX/XXXX that total 1 mth payment. The next 2 months I paid additional to catch up on the XXXX loan amount that I was not aware of because I am set up for auto pay through my bank. I am not behind on my account. Please apply funds in suspense to my account. Again, the attached pmt record is from your site.
Thank you in advance, XXXX
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| 09/20/2019 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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Earlier this year, I applied for and received a homestead exemption from the State of Florida under Fla. Stat. 196.031 to .171. The exemption reduced the taxable value of my home by {$50000.00}, resulting in a reduction in property tax on my home of about {$320.00} per year.
I forwarded a letter from my local tax office which reflects the new exemption and estimates my XXXX tax liability to Freedom Mortgage, my mortgage servicer. I requested that the company recalculate my escrow and refund me the estimated overage.
Roughly six weeks passed without any acknowledgement or answer, so I called to inquire about the status my escrow analysis request.
Freedom Mortgage is refusing to honor the letter, and instead insisting on using the XXXX tax bill to estimate my XXXX taxes, despite the letter from the tax authority stating that my XXXX taxes will be approximately {$320.00} less than XXXX.
12 C.F.R. 1024.17 ( c ) ( 7 ) states in pertinent part : " If the servicer knows the charge for an escrow item in the next computation year, then the servicer shall use that amount in estimating disbursement amounts. '' I believe that Freedom Mortgage is intentionally over estimating my escrow and violating 12 C.F.R. 1024.17 ( c ) ( 7 ).
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| 06/09/2023 |
Yes |
|
- Trouble during payment process
|
|
Web |
|
|
Mortgage was paid in advance through the month of XXXX and when we went to pay the XXXX mortgage we were told not only was the XXXX amount not paid but that also we owed an additional {$800.00} per month starting XXXX. Mortgage amount was {$1600.00}, and they now state it is {$2400.00} per month. We were not notified that this change would be happening until after it already happened. In addition, they initially refused to apply my payment I had already made to the premium for XXXX until after I notified them that I would be filing complaint against them.
They are stating the amount owed is over a year old and they are just now discovering this. Per their verbiage used they are treating us like we are default on old payments, when in fact we were ahead.
This company texts/calls/emails us on an almost daily basis because they see we have a lot of equity in our home, and they are trying to get us to refinance with them or purchase another property using the equity. We feel this " owed balance '' is an attempt to get us to default on the mortgage. We happen to be fortunate enough to have the money to cover the difference until it can be resolved but we know if they do this to us, they do this to others who can not afford it.
|
| 04/05/2020 |
Yes |
- Debt collection
- Mortgage debt
|
- Attempts to collect debt not owed
- Debt was paid
|
|
Web |
Servicemember |
|
We have paid our debt with Freedom Mortgage and all applicable fees. We have been provided a confirmation number of payment in full and provided it to XXXX and XXXX XXXX. We also recieved our next bill showing all past dues paid and next payment not due till XX/XX/2020. We provided this information via phone and by email to XXXX and XXXX XXXX but recieved no direct coorespondence of any kind. We asked Freedom Mortgage to notify them as well since it was there client. Yet we have recieved attempts of court notices from the sheriffs office during our family functions, multiple letters, and we even have our information in public records showing pending foreclosure that is all inaccurate. All debts were settled long ago and our payments are on time but we also get horrible calls routinely. It has been harassment more so than anything ever experienced and has embarrassed us completley despite our fruitful efforts to have our financial issues resolved. We had hoped it would resolve once we paid all they asked of us and more but they just keep harrassing us. We literally owe nothing to anyone, and have sold so much to make it this way, but they just wont stop. We cant afford an attorney at this time, but dont know what else to do.
|
| 06/03/2015 |
Yes |
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- Loan servicing, payments, escrow account
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|
Web |
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|
Hello, I am having an issue with my mortgage bank. Basically what happened was last year my loan was sold to Freedom Mortgage Bank. The bank lowered my mortgage payments by {$200.00}. I had called few times and asked why and they explained to me that my property taxes went over {$2000.00} down a year was little confused about it so I had called again and different represanative told me the same reason. I did n't believe that property taxes can go down so much, but I did n't know what else to do so I believed them. This is my XXXX home so I am really new at this. Now a year later they sent me a letter stating that my escrow is over {$4000.00} short so they want me to pay for it. I had tried calling them and they are giving me lot of runs around and no one i willing to explain to me how they made this mistake and why do I have to pay for their mistakes. I had tried to get help by contacting my town hall tax assesors, counselor for my district, even the loan officer from previous bank before my loan was sold and no one is able to help me. I just want to know if there is anything that could be done. I honestly do n't think that this is right. It was their own big mistake and now there are trying to make me pay for it. Thank you
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| 11/30/2022 |
Yes |
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- Trouble during payment process
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|
Web |
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|
Good morning, I have recently submitted, per XXXXXXXX XXXX XXXX XXXXXXXX, a noterized Legal Instrument, which is now legal tender, to the mortgage company to settle all outstanding debts. Sent in a certified letter ( attached ).
Also, per the Fair Debt Collection Practices Act, I requested the company to send me the Generally Accepted Accounting Principles ( GAAP ) Ledger ( the account Freedom Mortgage used to loan me the money to purchase my property ) according to the Fair Debt Collection Practices Act. Instead, I was provided a Payment History which is not in accordance with the Fair Debt Collection Practices Act per my request, to which they are in violation. Section 809.
Freedom Mortgage is also in possession of my Original Promissory Note. They did not return the Original Promissory Note, nor with a legitimate written explanation as to why their organization is exempt from United States legislation, UNIFORM COMMERCIAL CODE or why the Legal Instrument is unacceptable. To which I assume they've monetized it without my permission or knowledge due to its non-return. Per my original letter stating they are to return the original document or it would be considered theft and must be reimbursed for XXXX XXXX of its value.
|
| 02/20/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Improper use of your report
- Credit inquiries on your report that you don't recognize
|
|
Web |
Servicemember |
|
On XX/XX/XXXX I applied for two home refinance loans on my primary residence and a property I own in Florida with Freedom Mortgage Company. They ran a credit inquiry on that day to see what type of interest rates I qualified for. I proceeded forward with them and gave them permission to run that credit inquiry. The problem is I received another credit inquiry alert ( I have identity theft protection because I was employee by the federal government and now I support them ) on XX/XX/XXXX. Freedom Mortgage says they ran another credit inquiry on XX/XX/XXXX but I did not give them permission to run. I have been working with them since XX/XX/XXXX in which I got the alert and they still have not gotten back to me why they ran another credit inquiry. I have multiple emails and have escalated this to the management with no avail. I have told them that this affects me due to my security clearance and they just keep telling me that due to my high credit score it should not affect me. This is not the point, I did not give them permission to run the second inquiry and I have asked them to remove this from the 3 credit bureaus. I have still gotten no response and it is going over a month and a half now. I am not sure what else to do.
|
| 06/26/2022 |
Yes |
|
- Trouble during payment process
|
|
Web |
|
|
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.
|
| 01/23/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
I called Freedom Mortgage on XX/XX/19. I made it extremely clear that I wanted to pay {$25000.00} to principal only. I know the call was recorded and I reconfirmed that it was for principal only. However, instead of applying the full {$25000.00} to principal, only {$19000.00} was applied to principal on XX/XX/19, and the remainder was applied to two extra regular monthly payments. On XX/XX/19, I received a physical letter in the mail, dated as of XX/XX/19, telling me that Freedom Mortgage was transferring my loan on XX/XX/19. Therefore, it seems as if Freedom Mortgage blatantly collected two extra interest payments against my wishes, and in turn, hoped to flip the mortgage to a different servicer before I noticed the error. I can't imagine this is legal in any way.
I'm not exactly sure what legal recourse/ability I have to file a proper complaint, but if I would not have been diligent in my record keeping, it would have been monetarily detrimental to me and a benefit for Freedom Mortgage.
Please find the attached screenshot of my Freedom Mortgage account as of XX/XX/19 that notates the incorrect application of principal along with the reversals after I discovered the error. I also attached the notice of transfer.
|
| 07/14/2021 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
|
|
I lost my job due to Covid- I was off work for 9 months I went into Loss Mitigation due to having financial hardship- I completed my hardship and was sent paperwork to have notarized and sent back. I did so, I never received a response that the paperwork was missing items and it would have to be sent back out to me, and to not make any payments until it was completed. I then never received paperwork and called back in I was told it was now " fixed '' and I was now delinquent. I then began to reach out to several people from XXXX to Current and no one will advise what I need to do or assist, only one person XXXX XXXX reached out to do a follow up satisfaction call, to see if My situation had been resolved this was on XX/XX/21. I advised it was not, he stated he would follow back up- No response- I have to date called 18x and not one person has ever returned my call nor assisted me. I even came home to a letter taped to my door, stating Freedom Mortgage was attempting to get in touch with me, and I would not respond. What a joke. I hate that my mortgage was sold to this company. As Customer Service and assisting people is there not a priority. After coming off a hardship, they just continue to keep the barriers there.
|
| 03/02/2019 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
|
|
On XX/XX/XXXX my husband became very ill due to his XXXX XXXX and I was also not working at the time. We have always been current with our mortgage, but could not make the full payments after XXXX. I contacted our mortgage company to see if our payments could be lowered until my husband and I could get back to work. The mortgage company did a forbearance and lowered our payments. We had only missed three payments when they came up with this solution to our problems. My husband and I began working shortly after this plan. When we got caught up on other bills we contacted our mortgage company to let them know we could now make full payments again. They accepted full payments for XXXX XXXX and when we were to make XXXX 's payment they told us they could no longer accept payments from us, because our house was in foreclosure. We could not believe this happened, so we applied for a loss mitigation to keep our home we have done everything for 5 months and they told us they were working with us, but our home is online to be sold and we have people calling us wanting to see our home. This company is fraudulent and uncaring. I don't believe they are really working with us and I do not want to lose my home or file bankruptcy.
|
| 10/12/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
My mortgage was held by XXXX from XX/XX/XXXX until earlier this year when it was sold to Freedom Mortgage ( hereafter referred to as FM ). At the time of this transition, I received correspondence from FM confirming payments would continue through the equity accelerator program ( see attached correspondence ). I also called FM to be sure my payments have been received from XXXX.
Within two months of FM taking over my mortgage, I began receiving letters from FM declaring I was delinquent on my account. I called FM and was told FM had received all of the payments from XXXX and there was no problem ; however, I continued to receive letters declaring I was delinquent on my account - AND YET WITHDRAWLS WERE BEING MADE AS THEY ALWAYS HAVE BEEN ( see attached statement from my Bank ).
NOW, Im receiving letters from FM threatening foreclosure and my excellent FICO Score has been negatively impacted!
I was finally able to reach XXXX XXXX and have ordered them to stop withdrawing payments from my bank account. Beginning with my XX/XX/XXXX payment, I will send my mortgage payments directly to FM.
I have called FM repeatedly to rectify this situation to no avail and am now contacting the XXXX and credit reporting agencies.
|
| 01/11/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
|
On XX/XX/2015 my Mom saw an ad in the newspaper. When I got home she told me about the ad in the newspaper about helping people buy a house or something like that. We decide to check it out so we go to the office. When we got there my mom explained the situation to him about getting a house & not having enough money to afford one etc. Then he said that we can make money from rental properties. He would put these properties in my name. He would find the properties himself, collect the rents from the tenants & pay the bills. He would do all the work. I just give him 2 paystubs and show up at settlement to sign the paperwork. He would give me the money to pay the mortgages every month. Things did not work out so I wanted to sell all the properties but he did not want to. Eventually I came to my boss about this situation and the guy who I was dealing with. My boss found out that this guy was an x-criminal. He was obtaining mortgages fraudulently using inncent victims. Operating Schemes. I believe in this situation he is doing the same thing. The companies involved are - Freedom Mortgage Loan numbers are XXXX & XXXX, XXXX XXXX Loan # XXXX, XXXX ( XXXX XXXX XXXX & XXXX. ) Loan # XXXX & XXXX XXXX XXXX XXXX Account # XXXX.
|
| 06/14/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
We refinanced our home at the end of XX/XX/XXXX with Freedom Mortgage Corporation. XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX which is owned by Freedom Mortgage provided the services for refinancing the new loan and paid the real estate tax on XX/XX/XXXX as part of the closing cost. Also, in XX/XX/XXXX our real estate tax was paid a second time from our new escrow account on XX/XX/XXXX. Our new escrow account immediately went negative for all of XX/XX/XXXX. Not realizing that our account was negative and trusting in good faith that Freedom Mortgage Loan Services was handling our account correctly sent us a Escrow Account Disclosure Statement on XX/XX/XXXX indicating an escrow shortage of thousands of dollars and increased our mortgage to an incredibly large amount to cover the negative balance and the XX/XX/XXXX real estate tax. We have sent a Notice of Error Letter directly to Freedom Mortgage with documentation proving that the real estate tax was paid twice for XX/XX/XXXX and they responded on XX/XX/XXXX verifying that it was paid twice and stated in their letter that a refund can take up to 4 weeks to process. We still have not received a refund 8 weeks later and are still making incredibly large mortgage payments.
|
| 07/14/2020 |
Yes |
|
|
|
Web |
Servicemember |
|
I started a refinance process with Freedom Mortgage back in XX/XX/2020, at their offer, and it has costs me over 100 points off my credit score, access to other credit sources, and months of wasted time and effort. Because of their constant mistakes, negligence, non action to correct, and refusal to communicate with me, I'm submitting a complaint outside of their organization to force them to respond and remedy this situation. Closing took 3 attempts because they couldn't get my name spelled correctly and they are now pretty much ignoring me since the loan closed. We're in the middle of a worldwide pandemic and this company could care less how they're impacting both my monetary well being and physical health. I've tried to work with them, constantly calling and emailing, but all I get each time is " a manager will call you back ''. It's been 7 months with no relief in sight. I have experienced severe damages and will continue to suffer damages now and in the future. I see they've been in trouble before and I'm not sure why the VA continues to allow them to work with service members and veterans. They clearly don't value our business or care anything about how our families are impacted by their negligent practices.
|
| 02/11/2021 |
Yes |
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
Servicemember |
|
My VA mortgage was sold from another vendor to freedom in or about XXXX of XXXX. Since, my mortgage has not shown up on my credit report from any of the 3 agencies. When I asked they responded that according to RESPA they would not report for 60 days. OK, well that's been far past the 60 days and still is not showing at all on my credit report. It was placed into forbearance back in XXXX but according to CARES ACT the loan is still suppose to report as a neutral status in forbearance status. This is not happening and Freedom is refusing to fix. I have called on XX/XX/XXXX, XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX and asked for assistance. I am told each time they aren't sure the reason but assure me a date is scheduled to show. every time the date passes and another one is given. I am trying to refinance, which i explain to them, and this is detrimental to that process. I have paid the mortgage up to date and have also requested it be removed from the forbearance status, which has also not been done. I've done everything required and asked, but they will not help me. As a veteran this is every troubling as this refinance is critical to my financial health. I'm not sure what else to do?
|
| 11/10/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
- Escrow, taxes, or insurance
|
|
Web |
|
|
On XX/XX/2023 we changed our home insurance from XXXX to XXXX. When we changed, I provided XXXX with information regarding our loan to get the payment handled since it is all through the loan. There was some sort of miscommunication between XXXX and Freedom Mortgage, so our insurance was not paid immediately. This resulted in Freedom Mortgage thinking we didnt have insurance and signing us up for one even though we were signed up for XXXX. In XXXX 2023 I was called in resolve the issue. I was told by a representative from Freedom Mortgage that it is all handled now. In XXXX 2023 our mortgage went up again. The insurance we were signed up for by freedom mortgage had not been canceled/we had not received a refund for the insurance. Since then I have been trying to get the name of the insurance from them so I can make an effort to cancel it and have not been given anything. We are paying for two home insurances, one which they wrongfully signed us up for due to a miscommunication and are now withholding information from us, even though we have asked, and claimed that they sent a letter to us in XXXX that we do not have. Now they are refusing to provide us with any information and sold our loan to another company.
|
| 04/14/2016 |
Yes |
|
- Loan servicing, payments, escrow account
|
|
Web |
|
|
I received are County tax bills that we 're supposed to be sent to the lender. I faxed them to Freedom mortgage on XXXX XXXX 2016. XXXX bill was paid on time, XXXX was not paid so I called them on XXXX XXXX 2016 which was the due date. They told me that they did n't have record of the XXXX tax bill and I should send them the fax that I sent them, via email. I contacted them via email on XXXX XXXX 2016 with the documents they requested attached to the email. I received a response the same day saying that they received my email inquiry and that they would respond to it. On XXXX XXXX 2016 a letter was sent via USPS stating they had received my inquiry and would respond within 30 days. I called them on XXXX XXXX 2016 they told me that they were still reviewing the information. On XXXX XXXX 2016 the amount for the property taxes was deducted from my escrow account, the amount was a second time on XXXX XXXX 2016. I contacted freedom XXXX XXXX 2016 they informed me the taxes have been paid twice, they could not tell me why they paid them twice and would not refund the money they erroneously removed from my escrow account. The taxes have not been paid to date in the treasurer has no record of correspondence from them.
|
| 01/19/2022 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
Late last year Freedom Mortgage purchased my loan from XXXX. The loan is a 30 year fixed VA loan. Initially there was no issue with the account. Then in XXXX I got a paper statement that included someone else 's name instead of my spouse. I have no idea who the person is, its just some random person. I contacted Freedom Mortgage and they claimed it " was a typo ''. That is ridicules on its face since no one is typing anything into these statements. I told them that wasn't an acceptable answer because the presence of the name mean that somewhere in their computer system this oper person had been attached to my account. They brushed off my concerns repeating over and over that it was a typo. A representative promised to look into and call me back. They never did.
Today I received my Form 1098 and my XXXX bill and low and behold, the name is still on there. Now I have a fraudulent IRS form.
I called Freedom again today. They blew me off again. They have promised to send me a new form but in the mean time they have locked my access to my account over their web site. I have no way of knowing if they are going to submit a corrected from to the IRS so I have to worry about my tax return being flagged for fraud.
|
| 01/31/2017 |
Yes |
|
- Loan servicing, payments, escrow account
|
|
Web |
|
|
My mortgage company Freedom mortgage can not seem to be able to pay my property taxes on time. Where I live my property taxes have to be paid before the XXXX of the year and at the city before the XXXX of the year. Freedom Mortgage does n't seem to understand this or care. Last year they cut the check on the XXXX, but did n't mail them until the XXXX of the following month. This year they did n't issue the check until the XXXX of XXXX and the city did n't get them until the XXXX of XXXX. Because of the fact they can not get my tax check out in the mail before the end of the year I can not claim my property taxes on my income tax return. When I called about this they said as long as they get them to the city before the XXXX of XXXX they are not late and there is no issue. They just do n't get the income tax issue and they are a mortgage company? One person there told " What is the big deal, just claim it next year ''. Another told me that they issued the check on the XXXX of XXXX and mailed them on the XXXX. How can that even happen!!
All I ask of them is to issue and mail out my property tax check before the end of the year so that I can rightfully claim them on my income tax return that I escrowed them in.
|
| 10/11/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
|
- Improper use of your report
- Reporting company used your report improperly
|
|
Web |
|
|
When looking to refinance my home I noticed there are multiple negative marks on my credit from Freedom Mortgage I have reached out to them a few times XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX. I reached out before because I was XXXX and had issues trying to get into my account from out sea which caused my payment to be late. My payments were NOT over XXXX days late and it is inaccurately listed on my credit report. Freedom Mortgage clearly CAN NOT be trusted as they were recently under investigation for unethical practices. As per 15 U.S.C 1681 section 602 A. I have a right to privacy and Section 604 A Section 2 also states consumer reporting agency can not furnish an account with my written instructions. 15 U.S.C 168c. ( a ) ( 5 ) section states that no consumer agency may make any consumer report containing any other adverse item of information, other than records of convictions of crimes which antedates the report by. more than XXXX years. Lastly, 15 U.S.C. 1681-2 ( A ) ( 1 ) states a person shall not furnish any information relating to a consumer to any agency if the person knows or has reasonable cause to believe that the information is inaccurate.
|
| 10/31/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Other personal consumer report
|
- Problem with a company's investigation into an existing issue
- Was not notified of investigation status or results
|
|
Web |
|
|
On XX/XX/2022, I submitted a pre qualification request for a mortgage company, Freedom Mortgage. I spoke to XXXX XXXX, XXXX # XXXX. On that date, he set up a phone appointment and said he would contact me by XXXX XXXX I never heard from XXXX XXXX. I contacted Freedom Mortgage on multiple occasions and could not get an answer from them until I called on XX/XX/2022. I talked to XXXX XXXX and advised that he had not called me back as promised on XX/XX/2022. He then advised me that there was debt to income ratio issue and he made mention of a {$1000.00} per month payment that is not correct. I then asked for a copy of the report used to make the credit determination. He alleged that I had to get it from a different department, despite the fact that he was clearly reading from said report. It was transferred to numerous departments and have yet to find one representative who has informed me about how to obtain a copy of the exact document used to make a credit determination about me. XXXX XXXX ran my credit and them failed to notify me about the credit decision by any means- phone ; mail, letter, or electronically and refused to provide requested information by pleading ignorance on how to obtain the information
|
| 05/21/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
Older American |
|
I refinanced my mortgage loan from Freedom Mortgage to XXXX XXXX XXXX on XX/XX/XXXX. Freedom Mortgage automatically deducted another payment in error on XX/XX/XXXX as they were already paid off. I contacted them by phone on XXXX when I say the deduction in my bank account and they said they would put in for a reversal to get the deduction reversed. They never called me to tell me there was any problem. On XX/XX/XXXX I call them again to ask why I didn't have my money refunded yet. They kept me on the phone for a long wait and are going to wait to mail out a check until XX/XX/XXXX. They are not reversing the payment they took in error. The amount they took in error is {$1900.00} on XX/XX/XXXX and by the time they get the check to me so I can deposit it they will have had the cash for at least 3 weeks. That is a very long time to keep money from an individual who has bills to pay and has to live. They have horrible policies and terrible customer service and will not go out of their way to fix a problem they have. Big banks should not be able to do this to individuals who need the money. My mortgage loan number is XXXX. Again I contacted them the same day and they did not attempt to contact me in 2 weeks time.
|
| 08/19/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
Freedom Mortgage acquired our Mortgage ( # XXXX ) in XXXX of XXXX. Since then I have received almost monthly letters regarding the insurance for the Condo Unit. Until they acquired the mortgage, I had never had an issue with insurance for the Condo ( which we have owned since XXXX ). They are claiming that we did not have sufficient coverage for XX/XX/XXXX - XX/XX/XXXX and have charged XXXX {$700.00} for this time period. I have two issues with this charge.
XXXX ) It was not clear what needed to be fixed until it was too late to get sufficient coverage and avoid them purchasing insurance for us. It was not until XX/XX/XXXX that I was informed by phone that I needed at least {$170000.00} of coverage, but only had {$160000.00}. In fact, I received a letter from them dated XX/XX/XXXX, that stated they had canceled the lender-provided insurance.
XXXX ) The insurance they did provide is predatory. They not only insured for the total cost of the Unit ( {$400000.00} ), which is more than is required by Massachusetts law but also at inflated rates. Additionally, the condo for this time was insured by XXXX parties ( XXXX XXXXo Insurance, XXXX XXXX XXXX insurance for $ XXXX, and their XXXX insurance for $ XXXX )
|
| 08/31/2023 |
Yes |
|
- Struggling to pay mortgage
- Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
|
|
Web |
|
|
My home was destroyed by both Hurricane Ian and Nicole. Both declared disaster area. My home was unlivable. Freedom mortgage purchased my mortgage from XXXXXXXX XXXX in the middle of all the chaos. I had a forbearance from XXXX. I requested additional time from Freedom mortgage due to the fact of insurance delays etc. and that we were not able to get any federal assistance. I had never missed a payment with XXXX prior to the hurricanes. Freedom started the foreclosure process on my home that didnt even have walls or air conditioning. I on my own financed the repairs and sold the home stopping the foreclosure process. Freedom mortgage suffered XXXX losses. They are now negatively reporting to my credit report of 3 missed payments causing great stress and robbing me of the ability to purchase a new home for 7 years. Aggressive and predatory tactics to ruin someones life while in turn freedom mortgage was paid in full.
They are awful to deal with and every request has a 7-10 business day life cycle. My house was under contract and sold before foreclosure.
There is no one to speak to This has been traumatic enough. Now Im in pergatory for 7 years? Please help.
They suffered no loss and i suffered a lot.
|
| 10/04/2021 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
I have sent 3 requests to Freedom Mortgage in reference to loan XXXX, on : 1. XXXX ; 2. XXXX ; and 3. XXXX I have attached XXXX documents : A. The email complaint ( 3 submissions ) ; B. Freedom 's Mortage document, email with Movement of Account for my loan ; C. Spreadsheet, where I copied ( B from above ) to understand the movement of accounts.
In essence, the questions that I have requested to have answered ( which has not been addressed ) are the following, in reference to the documentation provided by Freedom Mortgage ( document B from above ) : 1. There is a charge of {$500.00}, under Other. This was debited, but never credited- not sure why? Seems to be an unexplained penalty.
2. Amount of {$2800.00} have been removed from principle, why?
3. There are Interest Charges for {$6100.00} for a period of six months the average interest charge is about {$820.00} per months ( XXXX = {$4900.00}, Column O )? Why is there over {$1200.00} in additional Interest Charges?
4. During the month of XX/XX/2021, the escrow balance was {$5800.00}, with an unexplainable debit of {$1100.00} can you please explain?
None of these questions have been answered in multiple phone conversations, and even less over email.
|
| 04/09/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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XXXX XXXX XXXX XXXX from Freedom Mortage called me approx. on XX/XX/2021, stating we were a good customer and they work to help their customers save money. He asked if I would be interested in refinancing our 15-year mortgage to a lower rate at no cost to us? We would save about {$75.00} a month and the term would be what was left on our current mortgage - 13.9 months. It was a no-brainer, and I said yes.
After months of sending information multiple times to different people who called me randomly throughout the last 2 months, after numerous phone calls on hold to find out the status of our refinance we got a call last night XXXX that we had to pay {$580.00} to hold the interest rate on the loan for another 30 days!
I received a call about 3 weeks ago from Freedom Mortgage stating that they were planning to close on XXXX and I had excess money in the account and it would be refunded when we closed. I have multiple emails where I've sent the same information to Freedom Mortgage many times to different people. I chalked it up that they were unorganized. It was frustrating and a big headache.
I feel that misrepresented what they stated and only dragged this out so they could get money. This was wrong!
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| 08/08/2019 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I contacted the lender Freedom Mortgage for a status update for a loan modification application that was submitted to them this was on XX/XX/2019 I was told that there were some docs missing and so I gather the requested docs and faxed and emailed them to the lender I also had confirmed with them that if I provide these docs and the client is under review if the date of the sales for XX/XX/2019 would be put on hold I was told yes so I called the lender today to find out the status again and the lender tells me that they only received part of the fax once again. I refaxed and re emailed I have confirmation that the fax was received again, so I waited an hour, ( per lenders request ) and was told that the home was sold. I escalated the situation to a supervisor and was told that there were none available. After waiting on hold for 24 mins then was advised to call the trustee which I can not get ahold of a live person. I feel like this was a way of them stalling to be able to sell the home and even though I have been sending and have proof that the docs were sent on time and compliant with everything they requested they not only won't review me for loan modification but sold the house!!! this isn't fair.
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| 07/22/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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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.
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| 08/05/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I went through XXXX to remortgage at a lower interest rate. Before I even made one payment, XXXX sold my mortgage to Freedom Mortgage. My first mortgage statement from Freedom Mortgage was higher than my agreed payment with XXXX. I contacted Freedom Mortgage several times and was finally told the amount was higher until they did an escrow analysis. How can they just make your payment higher WITHOUT an analysis? My escrow amount and account were fine and after complaining, FM did change the amount back to what it was originally supposed to be. Also, when I called in a payment they took the account information incorrectly and then came back with a late fee and once they had the correct information ( I was monitoring my checking account ), they automatically took the PAYMENT and the LATE FEE. I called to complain ( again ) and was told that I had agreed to that amount over the phone which if I DID, I had NO intention of doing. I feel very manipulated and that I am not dealing with a company of integrity.They would not refund my money or put it toward my next payment and said they would put the late fee amount toward my principal amount. I had no say in this and did not appreciate their customer service.
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| 04/18/2020 |
Yes |
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- Struggling to pay mortgage
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Web |
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Freedom mortgage company us trying to decieve its customers into signing away their rights, they are giving incorrect information and not following the guidelines set fourth by the federal government concerning covid19 and mortgage assistance programs. They are attempting to scam people into terms that are not compliant with the CARES act that was passed by the federal government. They are attempting to push loan modifications as well as threatening to report negative information to credit bureaus during a global pandemic. They need to offer the correct assistance immediately and fix my account before it goes delinquent as I have been paying my loan two months in advance for the last year, I have been attempting to get this matter resolved since the middle of XXXX, the company does not respond to messages in your online account, they do not respond to emails, and after being on hold for over an hour the just hang up on you. If you manage to get someone on the phone they give you different information every single time. My loan payment will be due XX/XX/XXXX, I have been trying to contact them since the middle of XXXX and they are refusing the correct assistance as directed by HUD, and the CARES act.
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| 07/30/2018 |
Yes |
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- Trouble during payment process
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Web |
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On XX/XX/18, it was noted that our account had an escrow surplus. I initially reached out to the company on XX/XX/2018 to inquire what kind of steps we needed to get this check. They stated it should have been in the mail and that we needed to wait. I reached out again on XX/XX/18 because we had not received the payment, so they offered to send out another check, but it would take at least 10 business days for this to occur. According to the account, they sent another check on XX/XX/18. We received the check on XX/XX/18. I deposited it on XX/XX/18. 2 days later on XX/XX/18, it was noted that the check was returned by my banking institution. I reached out to freedom mortgage and spoke with a supervisor and was told that they could not resolve this issue at that time and that it would take time to get to the root cause of why the check was not able to be processed. I called my bank to inquire what the reason for the return was, they stated there was a stop payment placed on the check. I called back to Freedom mortgage to relay this information and asked to speak to the supervisor again, and he was conveniently unavailable, but they made a note of this discovery, along with the check number on my file.
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| 11/02/2016 |
Yes |
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- Settlement process and costs
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Web |
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I received notice that my mortgage was being sold to Freedom Mortgage back in XXXX 2016, so I called my current mortgage company and asked how XXXX 's payment would work since I had it set up as auto pay. I was told by my old company I would have to pay Freedom for the month of XXXX and they would not auto draft the funds from my account moving forward, so I immediately called Freedom to schedule payment but was told they did n't have all of the documents ready to set up payment but I legally had a 60 day window to the month of XXXX and it would not be counted against me, so I did n't worry and finally everything settled and XXXX 's payment was payed on XXXX XXXX. Boy was I wrong to let my guard down nowhere it is XXXX 2016 and I 'm trying to refinance front om FHA to a conventional and have been told by Freedom I 've been denied based on delinquency from XXXX. I am beyond frustrated because I have never been late or missed a payment prior to my loan being transferred which was out of my control, how is this legal for a company to penalize me when I was in the 60 day window? I am lost as to what I can do I 've tried explaining this to them but they keep giving me the run around, what are my options?
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| 12/19/2022 |
Yes |
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- Trouble during payment process
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Web |
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Freedom Mortgage is aware of my participation in the XXXX program. I have called Freedom Mortgage on XX/XX/22 on which I spoke to XXXX inquiring about my XXXX payment being received on which he said no and that I should reach back out to XXXX. I contacted XXXX on XX/XX/22 on which I spoke with XXXX who confirmed that the payment was sent out on the XXXX of XXXX. I called Freedom Mortgage on XX/XX/22 on which I spoke with XXXX ( ID # XXXX ) in which she stated that there is no payment made on my account for XXXX and she doesnt see where the payment was received on her end. I sent a secure message in the Freedom Mortgage app on XX/XX/22 asking again about my XXXX payment in which I am still awaiting a reply. On XX/XX/22 I spoke with XXXX ( ID # XXXX ) from Freedom Mortgage asking about my XXXX payment in which she stated she doesnt see any payment for XXXX. I would like to know where my XXXX payment is as it was sent the same time last month and received with no problem. This is very frustrating and stressful and I would like answers as there are a few people who I am friends with whos also working with the XXXX program that have received their XXXX payment and theirs was also sent out on XX/XX/XXXX.
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| 02/03/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
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I have a mortgage with Freedom Mortgage. In XXXX of 2020 Freedom Mortgage refinanced my existing mortgage with them to a new rate. Upon completion of the refinancing process, Freedom Mortgage did not file the Deed of Trust with XXXX County. I am currently trying to complete a refinance of my current mortgage with another mortgage company. In the process of completing the Underwriting for my new loan, it was determined that there is no record of my current mortgage. I have reached out to Freedom numerous times to try to resolve the issue by having them file the Deed of Trust. My most recent interactions with them have been met with Supervisor and Rep level contacts hanging up on me, in one case as soon as I explain the issue. This delay and unwillingness of Freedom Mortgage to resolve this issue will likely result in my loss of the rate lock and thus cost me several XXXX dollars over the course of my mortgage. Further, Freedom has been holding escrow from my loan and show that they have paid property tax on the property, however, without a Deed of Trust on file I don't believe they are actually paying the taxes, since the County wouldn't collect on a property that isn't registered in their system.
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| 05/04/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
Servicemember |
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In early XXXX my mortgage servicing company was transferred from XXXX to Freedom Mortgage. On XX/XX/XXXX I called and requested a payoff amount to pay off the remainder of my mortgage. Freedom Mortgage would not give me a payoff amount unless I agreed to pay a {$30.00} request for payoff. I explained to Freedom Mortgage that my loan has no prepayment penalty so {$30.00} request was not in terms of my agreement. I then ask if I just sent in the balance with an adjustment for interest would that be acceptable. The lady indicated that I still had to pay {$30.00}. I refused to pay the {$30.00} and sent in the balance of loan plus 7 days interest.
I have called almost daily since my bank ( XXXX ) sent the check on XX/XX/XXXX to Freedom Mortgage to see when it will be posted. Freedom Mortgage continues to say they do not have the check and in the meantime I am accruing interest. Since XX/XX/XXXX, XXXX has post mark my check 2 to 3 days before the XX/XX/XXXXof each month and Freedom Mortgage has applied balance on XX/XX/XXXX of each month. Now they have conveniently misplace my check while I continue to accrue interest. Per my calculations, I now owe additional interest because they have lost my check.
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| 02/16/2022 |
Yes |
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- Trouble during payment process
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Web |
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On XX/XX/22, I scheduled a mortgage payment online with Freedom Mortgage. In the same computer session, I immediately canceled the pending payment because I realized I had to make it for a few days later ( which I canceled and scheduled another for XX/XX/22 ). I canceled this payment literally less than a minute after scheduling it, but the money was still withdrawn out of my account 5 days later and the other payment scheduled for XX/XX/22 was applied as well. I called the mortgage company when I noticed that there were two payments applied to my account in XXXX and the rep told me that I would need to conference a rep from the bank that holds my checking account or provide them a statement that shows duplicate payments were taken out of my account before they would refund me my money! However, this is theft! I have a right to immediately cancel a pending payment, less than a minute after I made the online payment, so forcing this payment to still go through after the cancelation option was still available is theft! I have had nothing but problems in the two months this company has been servicing my loan and something must be done about it to stop them from continuing these deceptive practices!
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| 10/14/2021 |
Yes |
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- Trouble during payment process
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Web |
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I received a letter yesterday from XXXX XXXX stating that they were canceling my Homeowners policy due to a lack of payment. Freedom Mortgage purchased my mortgage from the previous administrator including processing of the escrow account.
During the trasfer process I received multiple assurances that everything would transfer over and take no action on my part. They have collected my escrow payment every month and I am make every payment in full and on time.
When I called I was put on hold repeatedly and bounced from representative to representative before being connected to a XXXX XXXX in the insurance department She refused to provide her full name. She repeatedly mentioned some other insurance company that I have never heard of and how I could pay that policy instead. Eventually I convinced her to reach out to XXXX, she still repeatedly mentioned this other company and how I could overnight pay them from the escrow or pay them out of my own pocket. I feel like they were pressuring me to take on their own affiliated product. I was told that now my policy with XXXX had been cancelled.
Now I dont even know if I have a valid homeowners insurance policy or if they have just taken my money.
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| 10/10/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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Received an annual escrow account disclosure statement on XXXX XXXX, XXXX that shows a shortage due of {$6400.00}. My homeowners insurance , county and city taxes have each gone down when compared to bills paid in XX/XX/XXXX. If a shortage existed last year why was there only an increase of {$96.00} monthly for escrow ( {$1200.00} for the year ). Either they have serious accounting issues or they are ripping me off. When I called the Customer Care Department and selected the prompt for escrow the person was unable to answer my questions. Escalated to Sheriff. During this conversation it was clear that the analysis they sent me for XXXX failed to properly disclose amounts paid in XXXX for the higher tax amounts. The timing in the escrow analysis has caused this huge discrepancy. Why was the first analysis performed XXXX/XXXX/XXXX and adjusted again ( down ) on XXXX/XXXX/XXXX then the next analysis not performed until XXXX/XXXX/XXXX resulting in two years of higher than originally scheduled tax amounts to be due. An adjustment should have been made earlier to prevent a negative escrow balance of over {$5000.00} to result in a 14 month period. This is unacceptable behavior from a mortgage company.
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| 03/03/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
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We received an letter XX/XX/XXXX from freedom mortgage our flood insurance renewal was not received by Freedom Mortgage My agent checked and they XXXX XXXX : XXXX XXXX sent the on XX/XX/XXXX along with the Homeowners insurance renewal. The Homeowners was paid he flood was not. Again on XX/XX/XXXX XXXX my insurance agent sent the renewal flood policy to freedom mortgage. It was not paid again? Again on XX/XX/XXXX My insurance agent sent again another renewal policy. Freedom mortgage did not pay that one either out of my eswcrow. Then we got a letter from FREEDOM MORTGAGE stating that you were going to force place FLOOD insurance on us for {$3800.00}? We contact our agent since the renewal grace period we had to get a new policy. We were grandfathered in on our old rate of {$850.00}, because we bought our house before the FEMA changes. So the new policy we have to write is for {$1800.00}? We feel you are at FREED MORTGAGE is in violation of Respa since they never sent the renewal and cause our insurance to go from {$850.00} to {$1800.00} .Freedom mortgage will not help simply stating that they never got the flood renewal that we sent 3x from my agent. We are requesting a How do we resolve this?
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| 06/16/2022 |
Yes |
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- Trouble during payment process
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Web |
Older American |
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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
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| 05/18/2021 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
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Freedom Mortgage has informed me they do not have our mortgage note. I am now concerned about the status of my VA loan and payment of state and county taxes. Freedom Mortgage representatives will not return my calls or emails.
Due to refinancing, Freedom Mortgage bought the mortgage notes servicing rights a few months back from XXXX XXXX. After the transition, Freedom Mortgage Company contacted me wanting me to refinance my VA mortgage to a lower interest rate. During the process of refinancing Freedom Mortgage contacted me saying they do not have my mortgage note and can not move forward. The company emails me through some document program statingwe need your signed Net Tangible Benefit and/or modification agreement.
I have tried emailing and phoning the company representatives in resolving this issue with no response. I have been paying our mortgage monthly but am now very concerned if Freedom is distributing my mortgage payments to the correct loan service, state and local taxes. I dont know what it means when your mortgage company lost my note!
Freedom Mortgage Corporation XXXX. XXXX XXXX XXXX, IN XXXX XXXX I would appreciate any help in resolving this issue.
Thank you, XXXX XXXX
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| 10/07/2016 |
Yes |
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- Loan modification,collection,foreclosure
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Web |
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I have made multiple daily attempts over the course of 5 days to obtain a loan assumption packet from Freedom Mortgage. I have spoken to a different rep each time and been given a different answer as to how I obtain this. First it was a simple sheet I fill out and email to customer service. This did n't work. That was XXXX failed attempts with them stating I did n't give proper info. When in fact they were emailed my phone, email, property address, name and loan number. She said " well maybe it was n't legible ''. I assured each person that it was legible because it was a typed document. Then different rep tells me it is a form that can be emailed or faxed. Did n't work either. Then I ask to speak to supervisor and she tells me they have to send it certified mail. I wait. Nothing. Call back lands a different rep. She puts me on hold and I get hung up on. Call back. Yet another rep today states that it can in fact be emailed or faxed to me and is set to get to me by XXXX XXXX or c.o.b. Monday. I feel like this is a stall tactic for some reason with this company and they would rather have me foreclose and take my home. All I want is the packet so the new borrower can assume loan. Please help!!!
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| 11/19/2021 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I used the forbearance plan with freedom mortgage. The whole time they told me that there would no fees. I was placed in what I thought was a government loan repayment which I was told it would just go to the end of the loan. They sent a letter saying I was denied, when I called they said the had started an application and was just using my old info and they never sent me anything. They said I dont need to send anything in. Freedom mortgage said they lowered my payment to {$1800.00} a month with a modification to my loan. I thought great. When I revived the paperwork it had a XXXX XXXX lien that would be added to my house. They never told me that, would happen and now they are jerking me around, and if I dont sign they could force me to foreclose in my house by making me pay everything back at once.
I have documents stating that no fees would be charged. They are also giving short turnaround date and if you miss it then they think you will pay everything at once.
There is more also. I wonder how many people are they doing this too? Or people who dont read there documents and are trusting them to do the right thing.
Freedom mortgage is trying to intentionally take peoples homes.
Thank you
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| 12/04/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Payment process
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Web |
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My property 's mortgage was transferred from XXXX XXXX to Freedom Mortgage in XXXX. The principal account balance transferred to Freedom Mortgage is incorrect. My final XXXX as of XX/XX/2023 was {$700000.00}. The balance that Freedom Mortgage has for my account is {$700000.00}. I believe a combination of issues is occurring that is affecting the incorrect balance that Freedom Mortgage has. The first is that there is an incorrect date transfer of payment funds in Freedom Mortgages account from XXXX. XXXX. Freedom mortgage has the wrong payment dates from XXXX resulting in incorrect interest being applied to the loan balance. The 2nd issue is that it looks like the additional loan payment I made to XXXX was not applied to the loan balance when it was sent over to Freedom Mortgage. I have been unable to resolve this issue via phone with both companies and both have received a letter as well in which I have not received a response.
I suspect that XXXX is keeping my extra principal payment and not transferring it over to Freedom Mortgage. XXXX documentation proves that they received the transferred and applied it to my mortgage balance, but then transferred a higher balance over to Freedom.
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| 03/26/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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A separate complaint was entered on XX/XX/2021 due to the delay of a modification request. The company ( Freedom Mortgage ) continually told myself and my co-borrower that our " signatures '' did not match what they had according to their underwriters and despite their documentation requesting that we signed the documents in a manner which they specified. The company response to the last complaint simply reiterated this signature issue without resolution.
After multiple calls to Freedom Mortgage and being advised to constantly wait for a callback ( we never received one ) we were advised that our " [ modification was approved and that the underwriting issues did not matter, so we should just make a payment based on the modification ] '' when the website and/or statements were updated. The website and statements were never updated and do not reflect an active modification agreement. We've made multiple recorded requests on this and were constantly told to " wait ''.
Recently, the representative language has once again changed randomly. They now tell us that b/c we didn't make a payment we have to accept a new COVID 19 agreement w/ a rate 1.125 pts higher than the original modification.
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| 10/20/2022 |
Yes |
- Mortgage
- Other type of mortgage
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- Struggling to pay mortgage
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Web |
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On XX/XX/XXXX, after much frustration with inaccurate information from my mortgage company, and after filing a detailed complaint here I received, in writing, a promise to honor a lower interest rate on my recent loan modification at 4.72 %. At that time, the representative who identified himself as a XXXX XXXX XXXX ( XXXX XXXX I believe ) stated that new documents would be expedited and sent to me within approximately 2 weeks. After several calls to follow up on this, and after being told various things ( including that the underwriters would draft a new agreement with the original 4.0 % interest rate ) a representative escalated my call and I spoke to a XXXX XXXX who assured me that he would get to the bottom of the issue and that I would hear back directly from him within a matter of days. That was on XX/XX/XXXX and I still have not heard anything. I did verify my contact information with him before ending that call. The original response to my first complaint is documented in this forum. I want them to make good on that offer as through no fault of my own, I was unable to take advantage of the lower interest rates due to non-delivery of time-sensitive documents on multiple occasions.
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| 04/09/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
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Freedom Mortgage Company recently purchased my home mortgage from another lender.
I am attempting to pay off my mortgage as soon as possible by paying an additional {$500.00} per month to pay down principal. This company refuses to allocate these funds to principal, and instead applies the excess funds to future payments. Multiple phone calls have resulted in conflicting information, and no results.
In my first call, I was told they would make a note on my account to ensure future payments would be allocated properly. The next month they were not.
In my second call, I was told that they could not process principal reduction payments from electronic payments, only if paying by check.
The next month I sent a check clearly showing the allocation I desired. Freedom Mortgage ignored my instructions, and allocated my funds to future payments. Their representative was clueless and said a supervisor would call me back. I received no such call.
Additionally, in my second call, I was told there were multiple fees to pay off my mortgage in full. I asked for and was told I would be sent documentation from my original mortgage contract allowing such fees. No such documentation was forthcoming.
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| 12/06/2021 |
Yes |
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- Trouble during payment process
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|
Web |
Older American, Servicemember |
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Dear Madam/Sir, upon receiving an email last Friday XX/XX/2021, I visited the XXXX XXXX California County XXXX XXXX XXXX website. I found that a property that I own at XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX was listed as ( Defaulted Parcel No. XXXX ). Last year at this same time, Freedom Mortgage XXXX XXXX XXXX XXXX, TX XXXX failed to pay the taxes due on this my property. I have never been late on any mortgage payments and the said taxes should have been paid out of my escrow account by Freedom Mortgage company as they are in charge of servicing my mortgage account. I phoned them and requested that they pay my taxes. They did so, however my account was, and is noted in default on tax record as of XX/XX/21.
Taxes are due again as of this date, and have not been paid again. I retired from flying worldwide supply and support missions with the Department of Defense for the US military in XX/XX/XXXX of this year. I am now unemployed and collect only XXXX XXXX each month. If this irresponsible practice of failing to pay my taxes on time by Freedom Mortgage is allowed to continue, the damage to my good credit standing is at risk of being irreparable, and is now adversely affecting my life.
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| 06/11/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
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|
Web |
Older American |
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We applied to Freedom Mortgage Company to refinance our existing mortgage on a second home, which they hold the existing XXXX yr. mortgage on XX/XX/2021. I sent all required documents on XXXX XXXX via fax to our loan processor directly and he stated that they were all in order. Any subsequent request for additional documents from us were sent immediately.
XXXX XX/XX/2021 they still have not completed the loan. Our application was for a 15 year loan at a lower rate. It seems as though they are giving us the run around b/c they will lose money on this transaction. We will cut 9 years off the existing loan at a lower rate. A typical refi should be completed within 6 weeks at the most.
I have been calling and emailing every week. They don't respond to emails and have called periodically to say all the paperwork is completed.
I have filed a complaint with the XXXX XXXX XXXX Case # XXXX, on XX/XX/2021. Freedom Mortgage has responded three times with no outcome, just that they are reviewing the documents.
The rate has expired three times and we have been asked twice to update our financials and our primary home homeowners insurance b/c the copy we sent originally also expired since XXXX.
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| 12/30/2020 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
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I have applied for a refinance with my existing mortgage company. I was approved initially and have been waiting for approximately a month for the final closing. Freedom Mortgage has failed to communicate in any effective manner during this time and finally I called them only to find out my refi was denied for a late payment. Previously my mortgage was handled by XXXX XXXX at which time there has been issues with payments not properly being applied and transferred when the mortgage was sold to Freedom Mortgage. When I discovered this I began working with Freedom Mortgage to address and investigate where the payments went wrong. I provided proof and bank statements showing that I did indeed make all payments on time each month. I was put in forbearance to avoid any negative impacts and give me time to investigate/correct the errors. I have brought my mortgage current while in forbearance and applied for the refinance. I am not being denied with no communication or explanation. The loan officer assigned has refused my call as has his management. I have NEVER been late or missed a payment. I wasted a month trying to refinance with a company that clearly does not care about its customers.
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| 10/17/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
Servicemember |
|
I submitted a inquiry ( and only inquiry ) about COVID relief and specfically asking if there were retroactive option. Here is exactly what I wrote : " Is it possible to apply COVID relief measures retroactively? To apply a measure starting from and ending on an earlier date in order to mitigate recent past issues? '' Nowhere did I request to have my account put into forbearance. BUT, Freedom Mortgage took it upon themselves to do this without my approval/consent/knowledge. I learned yesterdayXX/XX/XXXXby checking the website that I'm under " disaster mitigation '' and " forbearance ''. ( despite setting up autopay, I must check this website almost every day as this website has had a history of issues, another story for another day ).
To reiterate I NEVER REQUESTED forbearance. Freedom did this without my approval/consent. I sent several internal messages I called today, as was told it would be " removed in 5-7 buisiness days ''. That is not good enough, I'm currently refinancing with another better company and this may cause a hangup, and I don't have faith this will be corrected quickly.
I never wanted a forbearance, I made a casual inquiry about options. How is this even legal?
|
| 11/16/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
|
|
I was trying to payoff the balance of my mortgage with Feedom Mortgage. They would not quote a payoff over the phone or in the website. They said there is a {$30.00} charge for the payoff amount. I am not selling or refinancing my home. I sent a check from my banks bill pay for {$34000.00} which was the principal balance on my statement. The check was dated XX/XX/18. On XX/XX/18 I received a letter with the check enclosed saying the funds must be certified. I called customer service on XX/XX/18 and was told by the CSR that it was against the law to accept the check. I asked her what law she was referring to. She could not answer but said they could not accept more that {$9900.00}. I told her that was referring to CASH transactions, not from accepting checks.
I feel that Freedom Mortgage is not acting in good faith and trying to put obstacles in my path to collect more interest and fees. Also, I found my loan agreement and Truth In Lending Disclosure from my loan and there is no mention of a {$30.00} payoff fee. ( I did not have to have it in writing ) I am now required to pay a fee to my bank to issue a cashiers check to pay the account plus an additional months interest on the loan.
|
| 11/15/2016 |
Yes |
|
- Loan modification,collection,foreclosure
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Web |
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Our home flooded in XXXX in Louisiana, We have received our Insurance check to finish repairing our home. The Mortgage company had us sign up on XXXX and follow the To do List. It read ( which i have a copy ) to send the Insurance check unendorsed and a copy of the adjusters worksheets, which I did. Then the To Do List changed to we have to have a Licensed contractor. We are over 80 % complete in repairing our home and my husband was a XXXX for 19 years and chose to close his XXXX in 2014 because rising Insurance cost and bad employees. He then in XX/XX/2014 went to work for a XXXX, that XXXX. So this is what he does for a living. They told us that as of last year their company changed their rules and no longer let you self repair your home, which we have never received anything in writing. They also told me that they sent a flood claim instruction booklet to us when the claim started, but we never received it and they can not find in their records where it was ever sent. No one in Upper Management will even call us after requesting to speak to someone and being told on XX/XX/XXXX, that we would receive a call back in 3 business days. Now I need to know what and where to go from here.
|
| 07/12/2016 |
Yes |
|
- Settlement process and costs
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|
Web |
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After closing my mortgage loan on XXXX XXXX, 2016, I found a payment of {$1800.00} was charge by XXXX XXXX XXXX XXXX 's XXXX Card account on XX/XX/XXXX. In reviewing the closing cost details I assume that a payment was going to be sent XXXX XXXX XXXX in the amount of {$1700.00} ( Other Cost, XXXX ) for termite repair. I called XXXX XXXX XXXX three times and they stated that they has not received payment from the title company.
On XXXX XXXX, 2016 I emailed XXXX XXXX XXXX, Assistant Vice President of Sales, Freedom Mortgage Corporation XXXX ID : XXXX and XXXX XXXX XXXX, Senior Loan Processor the following : " In reviewing the closing cost details I assume that a payment was going to be sent XXXX XXXX XXXX in the amount of {$1700.00} ( Other Cost, XXXX ) for termite repair, however in checking XXXX XXXX Card account on XX/XX/XXXX a payment of {$1800.00} was charge by XXXX XXXX XXXX. Am I correct in my assumption of a double payment for termite repair and we are due refund, if not possible please clarify. '' XXXX XXXX and XXXX XXXX assured me that they would research matter. After many follow-up emails and phone calls over the past 4 and a half months, I have n't received any resolution.
|
| 08/09/2019 |
Yes |
|
|
|
Web |
Older American |
|
The first point of contact was with Loan originator XXXX XXXX on XX/XX/19and started a streamline loan, which the assumption it would take about 3 weeks to finish. On XX/XX/2019, through XX/XX/2019, I realized I was not going to close on time was told to pay my mortgage and I did with late fees. Was sent a piece of information by email stating I was in the process of closing my loan but given several closing dates. The last person of contact was XXXX on XX/XX/19 with a scheduling date and time of XXXX XXXX ( XXXX ) XXXX in the scheduling department, spoke to XXXX in the Recovery closing team department ( XXXX ) XXXX, he never gave me a direct line to call just told me my closing disclosure forms would be in the email by the close of the day on XX/XX/19. Spoke to XXXX XXXX this same day and she told me XXXX was working on my file her number is ( XXXX ) XXXX. Received an email from XXXX XXXX and her phone rang stating she was at home all week ( XXXX ) XXXX never got a chance to speak with her at all. Have been given the run-around and getting frustrated due to the closing dateXX/XX/19. Need correct answers and documents before closing so there will be no surprises on the closing date.
|
| 10/11/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
Our mortgage was just transferred to Freedom Mortgage XXXX XXXX, the letter we received stated we needed to send payments beginning XXXX XXXX to them. I had scheduled our mortgage payment through our old lender already and could not be cancelled.
I contacted both XXXX XXXX and Freedom Mortgage immediately to inform them that the payment had been sent to XXXX. Both XXXX and Freedom informed us that we had a 60 day grace period for XXXX to send the payment and that it was no problem at all.
We are getting daily calls and multiple letters in the mail from Freedom telling us that we are late. We have now received a packet from Freedom asking for all of our financial information, ways telling us all the different ways to avoid foreclosure, a Uniform Borrower Assistance Form.
We are completely up to date on payments, there is no reason a mortgage company should be able to foreclose on us. Freedom refuses to contact the company to work with them to get their money. It is completely up to us to figure out how to get XXXX to give Freedom the payment we sent, otherwise, we are going to have this go on our credit and possibly lose our house- over being up to date on our mortgage payments.
|
| 11/14/2017 |
Yes |
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|
Web |
|
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Freedom Mortgage carries the FHA loan for my townhouse. I sold the property and will be closing on XX/XX/XXXX. The law firm XXXXXXXX XXXX XXXXXXXX, XXXX, contacted Freedom Mortgage on XX/XX/XXXX, requesting pay-off for XX/XX/XXXX, and received a pay-off amount of {$69000.00} from Freedom Mortgage with a closing date of XX/XX/XXXX. This is {$1000.00} more than expected that I have to bring to the table at closing. I called Freedom Mortgage on XX/XX/XXXX for the pay-off but they wanted to charge me {$30.00}. I also called twice on XX/XX/XXXX for explanation as to why the amount was so high and Freedom Mortgage gave me the run-around with no concrete reason. I was told that there was an FHA charge of {$250.00} and taxes included in the pay-off. I phone twice on XX/XX/XXXX, and was told that the attorney 's office put in the request for XX/XX/XXXX. The attorney 's office denied that they submitted that request. Finally, Freedom Mortgage told me that they made a mistake and it should be for XX/XX/XXXX because it 's a FHA loan. They promised to correct it and placed an accelerated request for the correct payoff. I informed them that the attorney 's office would be contacting them as well.
|
| 05/27/2022 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
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|
Web |
Older American |
|
Hello, My mortgage bank has been denying a few times to : 1- refinance 2.-several attempts of modification denials for no acceptable reason I also intended to apply for a program related to covid apparently a fair interest rate was to be in the process but was never completed, this has been rejected due to timing the institution caused, eventually higher and higher interest seems to be in their plans for my modification loan to be considered, I was born in XXXX, I'm an elderly getting approaching XXXX XXXX XXXX, I fell I'm been ignored maybe because my age, my lack of English and other facts such as not able to hire an attorney to defend my situation, people in that institution are very rude not polite and I can never get in contact with a " single contact '' that was supposed to be assigned to me. I just want to be able to retire comfortably with a mortgage payment that they promised me, I have been making my mortgage payments on time and I still receive threats of my home will face foreclosure.
They are several documents that support my case available including contracts that they unfairly discharged, the name of the bank is Freedom Mortgage please advise.
Thank you, XXXX XXXX
|
| 09/30/2023 |
Yes |
|
- Trouble during payment process
- Payment process
|
|
Web |
|
|
I have my mortgage set up on auto deduction. The agreement is stated as such : The payment is to be processed on the XXXX of the month, if the XXXX falls on a holiday or a weekend it will be processed on the next business day. Today is XX/XX/23 and it is already pending out of my bank account. I contacted them this morning XXXX got an attitude with me, she never offered to help, never said anything about it, never said sorry or anything. She never tried to help in the slightest. I am sick and tired of this company breaking the law and thinking they can get away with it all the time. I just recently filed a complaint against them for falsely reporting my insurance XXXX to raise my monthly payment, and was called a liar by the manager, in which he is actually the one that was lying. I want sold or transferred from this mortgage company, i want to file a lawsuit for undue stress against this mortgage company because ever since we have had them it has been one thing after another, they cant get anything right, its causing me XXXX and stress everyday. Always wondering what's next with them, are they going to try to take my house next? i don't trust them anymore than i can throw them.
|
| 04/13/2016 |
Yes |
|
- Loan modification,collection,foreclosure
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|
Web |
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Freedom Mortgage calls me every week to ask me to RESUBMIT paperwork that I 've ALREADY PROVIDED MULTIPLE TIMES.
This has been happening for over two months, going on three months. As a result, they keep delaying my forbearance application, charging me penalties and ruining my credit so that I have no ability to re-finance with another institution.
The reasons they provide for the delay and request for re-submission of paperwork already provided are in an attempt to delay.
The reasons have been ( a ) forgot to ask previously ; ( b ) personnel at Freedom Mortgage are not scanning documents properly ; ( c ) there are so many documents submitted, we are too lazy to confirm that we already have the docs we are requesting so it would be easier if you resubmit ; ( d ) the underwriter did n't review the docs properly ; ( e ) your single point of contact was out of the office and did n't have anyone covering his files in his absence ; and ( f ) your single point of contact does n't bother to look at your files when you submit docs but only every 3 - 5 business days.
Also, why do they need paystubs in XX/XX/XXXX for a forbearance request from XX/XX/XXXX as a result of UNEMPLOYMENT.
|
| 06/07/2021 |
Yes |
|
- Trouble during payment process
|
|
Web |
|
|
Received a notice from the Town that a lien with a XXXX fee will be placed on the property XX/XX/XXXX if the property taxes where not paid. This was a surprise to me as Freedom Mortgage handles my escrow account and receives any tax bills. Freedom did pay the homeowners insurance but failed to pay not one but two property tax installments for a total of XXXX and XXXX in interest. Freedom was notified about the issue electronically and in writing XX/XX/XXXX. They where also contacted again when the issue still wasn't resolved. They said more research needed to be done and I would have an answer no later then XX/XX/XXXX. Well its XX/XX/XXXX and the taxes have not been paid and continue to accumulate interest. The total now stands at XXXX. This years tax bills are also approaching soon. Another interesting note is that I pay XXXX every month for taxes and insurance but there is only XXXX available in the escrow account. Money was also transferred over during refinance XX/XX/XXXX from the other loan. If only the insurance was paid and not the taxes then where is the rest of the money? And yes my mortgage payments are made on time every month as you can see in the attached statement.
|
| 02/12/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
|
On XX/XX/2020 I received a phone call from my current mortgage offering me a no cost payment reduction loan. I currently have a 30 year mortgage at XXXX and I was going to reduce it to an 8 year at XXXX. This should be a slam dunk quick refi. I was told 30 days. Everytime documentation was requested I had it to them with in an hour. My issue is lack of communication. Nobody ever tells me they need more documentation. After 4 or 5 messages I get a random response asking for the same items again. I then resend the documents. I never received any type of confirmation or anything that they arent received. I have been elevated up to three levels of management at this point. Every single time it has been exactly one call with a lot of apologizes and promise of a return phone call the next day. I never receive the return phone call. I call numerous times a day and nobody ever answers. I just get voice mails. All I want to do is to be able to wrap up this loan as soon as possible. I am so solid it is not even funny. My income is more than triple them when I got the original loan and I will be reducing the payment by {$400.00} per month. It makes absolutely no sense why this is not done.
|
| 04/15/2020 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
On or about XX/XX/2020, I was approved and received documents for a loan modification with Freedom Mortgage. These papers were signed and returned to Freedom Mortgage on XX/XX/2020. The loan is now current and the next payment is due on XX/XX/2020.
On XX/XX/2020, I requested an escrow analysis for my account. The mortgage company had a property tax payment amount of {$6100.00}. The correct amount was {$1400.00}, a difference of {$4600.00}. This difference should have resulted in a refund due back to me in the amount of {$2800.00}. Freedom Mortgage provided me with a statement agreeing to this. In that statement, Freedom Mortgage indicates that according to Federal Law, any excess over {$50.00} must be refunded back to me. On At the time the money was applied to the principal of the loan, the loan was current. On XX/XX/2020, I requested the amount be refunded back to me in the form of a check. The representative put in a request to have that done.
On or about XX/XX/2020, instead of refunding this balance back to me, they applied the balance to my loan in the form of a principal reduction payment. I did not agree to this. Freedom Mortgage needs to refund this money back to me.
|
| 06/13/2019 |
Yes |
|
- Trouble during payment process
|
|
Web |
Older American, Servicemember |
|
My Va Loan is being serviced by Freedom Mortgage Corp as of XX/XX/XXXX.
I have never been late or not paid my mortgage. There was an issue with porting over my over XXXX exemption and an issue with taxes being corrected from previous owner.
I did not receive anything advising me of the increase of payment by {$250.00} for XX/XX/XXXX and that payment was short by that amount only due to lack of knowledge that there had been an increase in my payment related to taxes. No one called to advise me of this and I received no correspondence to advise me of a change of the payment until XXXX of XXXX. In XXXX I Paid my regular Mtg amount plus 2X the additional XXXX to equal XXXX.
The only time I have not paid the accurate amount on my mortgage on time was XX/XX/XXXX when the payment was short by {$250.00}. Once I knew of the increase I paid for both XXXX and XXXX increase in XXXX. The only reason I did not pay my mortgage correctly was because I was not advised of the increase for XXXX until XXXX of XXXX. I have made every attempt to have Freedom Mortgage remove this a late mortgage payment on my credit report. As a result of this incorrect reporting I have been turned down for credit.
|
| 05/20/2021 |
Yes |
|
- Trouble during payment process
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|
Web |
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|
We filed an insurance claim to fix our roof XX/XX/2021. Our insurance company spoke with our contractor and sent the check. The check is a three party check made out to me, my husband and the mortgage company. We contacted the mortgage company regarding the process. We endorsed the check and sent it to our mortgage company via Priority mail with tracking. The check took 2 days to arrive to the mortgage company. Included was the contractor 's signed paperwork and the insurance paperwork. I gave them a 2 week turn around time. Today is XX/XX/XXXX, over a month later and we still have not received the funds back from the mortgage company to pay the contractor.
The check is in our escrow account. When I call, the customer service is poor, I stay on hold for over 30 minutes. Every rep that I've spoken to says someone will call me back or they will escalate. It has rained and our roof is substaining more damage and the gutters were torn off from the storm so the appearance of the roof is awful as well. The delay is totally unacceptable. Today I was told they had system errors and I would just have to wait. No Freedom Mortgage I will not just watch my property decline and just wait!
|
| 11/06/2020 |
Yes |
|
- Trouble during payment process
|
|
Web |
|
|
I was contacted by Freedom mortgage several times to do a refinance on my existing home loan. I spoke to two different lenders. The first person I never called back becuase I did not feel that the savings was enough to justify the fees. The several person worked numbers and got to a number that seemed reasonable. I explained that I may not be staying in the home for more than 8 months. After the refi was done I received a check that I did not ask for. I called and they stated this was mine to keep. After I started paying my mortgage I am now told that my payment is increasing over {$100.00} due to an escrow shortage. I feel that I was intentionally mislead about the payment to book the loan and that the insurance was left out to increase the loan after the loan closed. The escrow should have increased {$19.00} per month not over {$100.00} due to a change in insurance premium from {$820.00} to {$1000.00}. I was not willing to close on the loan and pay the fees unless I had substantial savings and I feel that they were deceptive just to get the extra fees. I would have never refinanced the loan for such a small savings monthly. I advised I may not stay in this home several times.
|
| 08/17/2022 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
|
|
This is my 2nd complaint about this company and nothing was resolved with the first complaint.
I was in a COVID 19 forbearance with XXXX XXXXe and they sold my account to Freedom Mortgage on XX/XX/22. I made 3 months worth of payments to Freedom Mortgage in the amoun of {$4000.00} on approx XX/XX/22. Freedom Mortgage told me they were honoring my agreement with XXXX and they have not.
I have been harassed with phone calls, threatening letters stating I am in default and they will be foreclosing on my property that has been paid by the COVID 19 modification money as well as my payment. I owe nothing until XX/XX/22 and I am constantly harrassed.
They are now stating that I owe them for the month of XXXX and I DO NOT! They are paid until XX/XX/XXXX and they ALSO put me in a forebearance. I am afraid of losing my home at this point and I need to know if there is anything legal I can do through you to make them stop. They are screwing up my mortgage and I don't want them as my service provider because of this. It has been almost 3 months and they have done nothing but harass me the whole time. I NEED HELP!!
They are deceptive and will not post all of my money to my account!
|
| 02/08/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Older American |
|
On XX/XX/XXXX I refinanced my Mortgage from a XXXX yrs. Fixed rate to a XXXX Yrs. Fixed rate mortgage. At the time of refinance, my property appraised at a market price of {$370000.00}.
After the refinance, I had a loan of {$320000.00} so I was at an 84.65 % loan to value.
At closing, I signed a PMI disclosure stating if I made all my payment on time, I could request a PMI removal based on the projected loan to value calculations on XX/XX/XXXX which is after XXXX payments were made..
I recently requested the PMI removal from my lender Freedom Mortgage because I was well past the date of first removal opportunity. Freedom Mortgage decline to remove my PMI and stated they want me to pay for a Broker 's Price Opinion. I found that odd as I receive no less than XXXX call a week from Freedom Mortgage offering to lend me more money based on my increase in value. Apparently they are aware of my value but insist on charging me to prove what they already know.
The county appraisal district shows my property " Market Value '' to be {$580000.00}, this is something that is public knowledge and easily available to my lender.
My Lender is Freedom Mortgage and my loan number is XXXX
|
| 02/12/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
|
|
FREEDOM MORTGAGE LOAN # XXXXXXXX XXXX XXXXXXXXXXXX XXXX XXXX # XXXX Subject Property : XXXX XXXX XXXX XXXX, XXXX XXXX, WA XXXX I did a refinance home loan to payoff the 1st mortgage on my XXXX XXXX property in XX/XX/2020.
While in the process of obtaining the refinance loan, the mortgage on the property was transferred from XXXX XXXXXXXXXXXX XXXX to Freedom Mortgage.
My lender expected my refinance to close in XX/XX/2020 but due to delays in obtaining the payoff on the existing 1st mortgage, closing on the new loan did not occur until XXXX.
I was concerned about credit bureau reporting due to the transfer and timing of payoff on the existing mortgage, but understood that the service transfer would require the current mortgage holder to suspend credit bureau reporting under CFPB regulations.
I recently applied for a new mortgage transaction which is how I learned about the 30-day late payment now being reported by Freedom Mortgage.
The Freedom Mortgage automated phone system is also incorrectly reporting me due for the XX/XX/2020 payment which is also incorrect.
Prior to the this reporting by Freedom Mortgage, I have never had a late payment on any mortgage loan.
|
| 12/26/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
|
|
Web |
|
|
My ex put a partition out for our house he has since moved out and has been out for about a month. I received a letter from our mortgage company in the mail without my name on it. I have been sick with a hypermobility disorder for about 2 months now and have been locked out of all my accounts and I have had no way to contact anyone.
We jointly own the property at XXXX XXXX XXXX Missouri XXXX. The current loan on the home is through freedom mortgage and our last payment was made on XX/XX/2023 for {$970.00} so we are delinquent. Today XX/XX/2023 I called and spoke to XXXX 's service number is XXXX and he informed me of that information. He would not deny or confirm that I was not on the loan and when I requested that information he sent me to the freedommortgage.com website and told me I can make my payment. When I went to the website I got no information and was asked to login.
Now my name and social do not get me into our loan anymore so I can't make a payment on my own home. I have a copy of the deed and the original loan documents with my name on them but they will not confirm or deny that that is no longer the case and I can't make a payment on the home I'm living in.
|
| 06/02/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Older American |
|
Freedom Mortgage did not my pay my escrowed taxes by due date XX/XX/XXXX resulting in a penalty of {$250.00}. That late fee was taken from my escrow account and as of XX/XX/XXXX it has not been credited back to me. I faxed all docs on taxes to Freedom Mortgage XX/XX/XXXX. I've made 7 phone calls to them asking for the late fees to be added back to my escrow account. They always say they are checking on it and will call back, but they have not contacted me since their letter of XX/XX/XXXX which said they were looking into this. I have asked for an updated escrow statement on each call from XX/XX/XXXXon, but have not received one. I have repeatedly told them I would file complaints if I did not hear back. They have not contacted me since the letter XX/XX/XXXX.
Attached are 1 ) Notes from all phone calls to Freedom Mortgage 2 ) copy of fax pages including original tax bill and notice with late fee sent to Freedom Mortgage on XX/XX/XXXX 3 ) Letter from Freedom Mortgage dated XX/XX/XXXX and 4 ) Escrow Disclosure dated XX/XX/XXXX that shows my escrow was debited {$2500.00} for the taxes ( {$2200.00} ) +late fee ( {$250.00} ).
I have spent many hours trying to resolve this issue.
|
| 11/09/2017 |
Yes |
|
- Trouble during payment process
|
|
Web |
|
|
Freedom Mortgage paid my house insurance premium of {$750.00} out of the account for my four-plex mortgage. The statement that I can download online shows that the {$750.00} was deducted and then credited, but there is no actual balance that reflects this. The escrow account disclosure statement that was mailed to me XXXX attached ) shows that the {$750.00} was deducted, but not credited. The accompanying balance on this statement reflects the {$750.00} deduction, but as mentioned, there was no credit back to this balance.
I asked for documentation that shows a balance to clarify this. Freedom Mortgage has sent a statement with the deduction and credit of the {$750.00}, but were hiding the balances. I responded within their email system asking for documentation of the credit with the corresponding balance. They responded that I did not have authorization for such information.
After multiple phone calls and emails, representatives are unable to answer what has happened with my account and they refuse to give me the information that I am requesting ( i.e. the debit and credit of the {$750.00} with the accompanying balances XXXX. They are definitely trying to hide something.
|
| 01/22/2024 |
Yes |
|
- Problem with a company's investigation into an existing problem
- Their investigation did not fix an error on your report
|
|
Web |
|
|
I submitted two payments to Freedom Mortgage on XX/XX/XXXX. I originally submitted a payment for {$1100.00}, but cancelled it once I realized it was for the incorrect amount. I submitted a new request for {$1800.00}, which was the correct amount for my monthly payment ( see attached e-mail confirmation from Freedom Mortgage ). Freedom Mortgage also verified that. ( see attached documentation ) On XX/XX/XXXX, I noticed the mortgage payment had not been deducted from my bank account. I immediately called Freedom Mortgage and made the XXXX payment over the phone, which I thought was paid on XX/XX/XXXX when I received the e-mail confirmation that it had been submitted. I had no reason to think it had not been processed as normal. Freedom Mortgage has admitted that the payment I submitted on XX/XX/XXXX was not processed for whatever reason. I made the payment on XX/XX/XXXX and it's out my control that it wasn't processed. Freedom Mortgage is failing to take ownership that it's their responsibility to ensure payments get processed when a customer submits them on their website. They are refusing to update the credit bureaus due to a glitch on their end with processing my payment.
|
| 04/29/2018 |
Yes |
|
- Trouble during payment process
|
|
Web |
|
|
On XX/XX/XXXX my mortgage was sold to Freedom Mortgage Company I made my first payment with them on XX/XX/XXXX. I begin receiving phones call from them indicating that they had not received my payment. I then contacted my bank, XXXX XXXX XXXX and they investigated and concluded Case ID : XXXX, that the payment had been received by them. Then in XX/XX/XXXX I made my second payment XX/XX/XXXX and found out that this company applied my XX/XX/XXXX payment to XX/XX/XXXX. Then they begin calling me for a XX/XX/XXXX payment, on XX/XX/XXXX I made a payment for XX/XX/XXXX and they have applied that payment to XX/XX/XXXX and now are calling for a XX/XX/XXXX payment. In XX/XX/XXXX I spoke to XXXX ID # XXXX @ XXXX who informed me that my XX/XX/XXXX payment was misapplied and that it was found and everything was straighten out apparently it's not and I'm continuously receiving calls for payments that I've already made. Once again my bank is involved and they can't understand what the issue is either considering that they have already provided an investigation into this matter, because once again they're saying that this all goes back to my XX/XX/XXXX payment that they didn't receive.
|
| 10/11/2016 |
Yes |
|
- Settlement process and costs
|
|
Web |
|
|
Back on XX/XX/XXXX we did a Loan Modification on my home. At the time that the modification was done the principal balance was around {$190000.00}. But, keep in mind that when Freedom Mortgage took over the loan XX/XX/XXXX my principal was {$190000.00}. So, when the loan was modified back on XX/XX/XXXX my principal balance was {$140000.00} and {$58000.00} was put to a Subordinate Note. Adding that up come to {$200000.00}. That is more than the original principal balance of {$200000.00}.
When all the paper work came to me from XXXX XXXX the only things was the Subordinate Note and Subordinate Instrument. NEVER HAVE WE GOT A FEE BREAK DOWN SHEET OF ANY SORT. I HAVE TRIED TO CALL LOANCARE BUT NO ONE WILL TALK TO ME, THEY TELL ME TO CALL FREEDOM. WHEN I CALL FREEDOM MY CONTACT PERSON DO NOT UNDERSTAND WHAT I AM TALKING ABOUT. AT NO TIME I WAS TOLD THAT ADDITIONAL MONEY WOULD BE ADDED TO MY LOAN. ONCE AGAIN, WE NEVER GOT A BREAK DOWN OF THE FEES EVEN WHEN WE RQUESTED THE INFORMATION AGAIN.
Please understand that LoanCare, may have done a fraudulent and or misrepresentation on your behalf. This will sever as notice to you. And a copy of this is been sent to Loancare as well.
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| 01/10/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Freedom mortgage raised my mortgage {$700.00}. I called and said i would like it to be the orginal amount, I said I understood that there was an escrow shortage I would like to pay that. I was instructed to send {$8400.00}. After 2 weeks my mortgage did not change I called Freedom again. I was told I was given " bad information '' that they would refuind the {$8400.00} and I needed to pay {$4300.00} and my mortgage would be adjusted to XXXX Not the orginal amount but it was better than {$3700.00}. I have spoken with the company for over 6 weeks but I have not gotten my {$8400.00} back. They keep saying sorry but at this point I really need that money. I have paid Freedom over {$15000.00} in XXXX. First they said that they are going to send the money electronically, then i waas told they are sending a check. They take their money in less than 24 hours. I have been waiting over 1 month for my refund. They keep saying a check has been sent but I never recieved it. I think they are lying at this point. They are XXXX XXXX and completly uninformed. PLEASE PLEASE help me get my money back. I have done everything they have asked me to do. They keep asking me to wait, and I wait
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| 05/31/2018 |
Yes |
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- Trouble during payment process
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Web |
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On XX/XX/XXXX I submitted to Freedom Mortgage a Notice of Appraised Value from the XXXX County appraisal District. to notify them of the tax value increase from the prior year. This home was a new construction and had not yet been taxed on the improvements. I sent the document in in order for Freedom Mortgage to do an escrow analysis and increase my payments so I would not be short in the escrow account at the end of the year. I wanted to make a payment to bring the shortage current and then have my payments adjusted higher in order to get to what the payments should be. However they refused to adjust my payments this was found out by a phone call on XX/XX/XXXX. I called since I had not received documentation on the outcome of the escrow analysis only to find out that they were refusing to re-evaluate my payment. I want to get this correct so it does not financially impact my family negatively. I know the account is short and I know my payments are too low, I do not want them to increase the payment by {$1000.00} at the start of next year because they refused to do the escrow analysis this year. It would be a great burden on my family and we would have to sell the home.
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| 06/24/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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XXXX Freedom Mortgage XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX XXXX XXXX XXXX XXXX, XXXX XXXX & XXXX | XXXX, CA XXXX XXXX : freedommortgage.com/locations O : XXXX Ext XXXX Hello XXXX, I am having difficulties getting approved by Freedom Mortgage Company.
First XXXX is the guy that is taking care of the refinance loan, he told me that he guaranteed me that he would get me refinance without a problem, now he is telling me my debt to ratio is too high, I would like XXXX to take a look at the file that Freedom Mortgage has put together and help me understand why I am not able to get approved for this loan.
XXXX also told me not to pay my current mortgage payment, that everything would be paid off before the 30 days and made me late, now they tell me they can not approve the refinance.. Go figure.
XXXX says the Underwriter does not want to approve this loan.
I was already approved through XXXX.
I can't for the life of me understand why they are not able to approve this refinance. The only reason that I can think of not being approved is because of my XXXX background..
Hopefully you can help me understand this process and see if this is the case.
Thank you,
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| 03/03/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I have been with freedoms mortage for years by force, being they brought my loan out from my prior bank. When the interest rates dropped I decided to refi and that it would be easier to do it with my current bank instead of switching. Freedom mortage processed my request and they scheduled me for closing after they ran all the necessary things. I took off work and spent money to get to where the closing was and no one showed up. It was cancel on freedom mortage part and no one reached out to me. I called them and the apologized and second one for the follow week and assured me that they will get everything resolved and then no one showed again. They claim it was an issue with texas and the funny part was no one in texas had an issue with refi. The paper work was processed a month later. They ran my credit again when it was not needed and lowered my credit score. That was a negative impact and for the I'm sorry they mailed me a XXXX caller gift card. Now the did not pay my taxes and I am getting collection notices and another negative impact on my credit and I got late fees. This is not fair and they have impacted me twice on a negative note and have not made it right
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| 08/10/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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Web |
Servicemember |
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Dear Sir/ Maam To whom it may concern, I have a few late payments to my XXXX # : XXXX which is now current and up-to-date payments immediately executed. On XX/XX/XXXX my wife XX/XX/XXXXunexpectedly.
Her XX/XX/XXXXwas and still is a severe setback for me in many ways. She was the finance specialist of the household and I did not handle bill payments for almost XXXX decades.
Her XX/XX/XXXXunfortunately deeply affected my bill-paying capabilities. Not financially, but just learning the strategy of paying.
Our mortgage was set up with an institution that closed or inactivated our account upon notice of my wifes XX/XX/XXXX.
The majority of our bills like this one are on auto-pay. By inactivating the account ( un unknown to me ) while the funds were in the account the mortgage payments were not processed.
As soon as I was notified ; the problem was corrected and I have set up autopay once again now with XXXX. I have also written XXXX, XXXX, and XXXX to rectify the credit issue.
Thank you in advance for your assistance to resolve my situation.
XXXX XXXX XXXX XXXX XXXX.
XXXXXX/XX/XXXXXXXX XX/XX/XXXXMD. XXXX ( XXXX ) XXXX XXXX XXXX XXXX XXXX XXXX # XXXX Acct # XXXX
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| 03/30/2023 |
Yes |
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- Trouble during payment process
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Web |
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Freedom Mortgage has been a very bad company. First I just found out that they have not updated that they are the new company to service my mortgage and this happen in XXXX. Next we signed a loan modification back on XXXX and was told that copies would be sent both them and the local county. However this was not true as he local county did not get get this info and the Notary company that they sent did not send the info. In XXXX of XXXX we tired to do a streamline refinance for FHA and was told that this should take more than two months. In XXXX, I found out that the agent working on this left the company, no one told us this and that there was a name issue with my wife name that we was never told about. Now we are being told we need to sign new documents or lose the loan modification. Also they are not correctly reporting accounting info for our loan to the our credit report. Per our monthly statements we owe XXXX but they are reporting XXXX. Per rule are they suppose to report what your statement info is and not other info. I really need to have a member from FHA to work with me as Freedom Mortgage is very hard to work with and does not care about their customers
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| 11/21/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
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I applied & was approved for XXXX XXXX XXXXXXXX in XX/XX/2022. I started employment XX/XX/2022.
I realize the program was a XXXX time program, due to my circumstances I recently started employment.
Seeing as I was approved for XXXX XXXX XXXXXXXX & received {$32000.00} toward my mortgage, not the maximum amount Why wouldn't I be able to receive additional mortgage assistance, an extension towards the prior XXXX before I started working...
XXXX thru XX/XX/2022, an additional XXXX XXXX since I didn't receive the maximum amount available?
Its pretty much impossible for me to make up the difference as I've been without income for over a XXXX. Plus my XXXX XXXX was the lowest amount awarded even though I had wages to factor in, which was never recalculated towards my claim. I've been struggling XXXX XXXX XXXX XXXX XXXX, contemplating XXXX fighting to succeed to get to this point of loosing my house because the eligibility for XXXX XXXX XXXX program is a 'XXXX XXXX XXXX ' which makes no sense especially in my personal unique situation.
I would GREATLY appreciate the additional money from XXXX XXXX XXXXXXXX fund to make my mortgage current.
Thank you for your time
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| 09/06/2022 |
Yes |
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- Trouble during payment process
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Web |
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Freedom Mortgage has almost doubled the amount being pulled out of escrow. They purchased this loan from a previous mortgage company ( which I was unaware of and had to do some investigating to figure out why payment was not going through for initial mortgage company ). Taxes increased from {$4800.00} to {$5200.00} and mortgage was adjusted accordingly $ XXXX to cover a " shortage spread '' to cover the increase. Couple months following they sent a letter increasing an additional {$450.00} per month on top of the {$51.00} " shortage spread ''. Taxes are $ XXXX ; XXXX XXXX XXXXXXXX XXXX XXXX XXXX ; XXXX is $ XXXX. Total of {$8400.00} annual needed. They increased the escrow amount to $ XXXX for a total of $ XXXX. I can not afford to pay twice the amount in taxes, insurance, and pmi and even though they did acknowledge the amount of {$8400.00} was correct for payments on their end, they are refusing to pull less than {$14000.00} on my end. I have never missed a loan payment. I've seen the same story online with this company. Hoping there is a way to resolve this without being forced to refinance into a honest mortgage company with rates much higher in current market.
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| 07/24/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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I refinanced my house with Freedom Mortgage last year and the refinancing was closed in XXXX, 2019. There was a 2nd on my house with XXXX, and they were supposed to record to keep Freedom to be the first. They haven't recorded the subordination agreement so XXXX is the 1st lien holder now. Due to XXXX is being a first lender, it's holding my refinance process. I've reached out Freedom Mortgage numerous times by phone calls and emails and I even reached out the company who was responsible for closing of my loan at the time to obtain a copy of recorded subordination but they kept sending me unrecord sub evidencing that that was the recorded doc and they closed the case. I had to reopen the case 3 times. I even contacted the loan officer who work on my refi. None of them provided or contacted me with any updates until now.
I have been calling them once a week since XXXX. I have decided to elevate this issue to you.
Please see the attached emails that I communicated with the Freedom Mortgage, closing company and the loan officer. You can reqeust the phone calls from Freedom as they are required to record the conversation. My case was open in early XXXX.
Thank you.
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| 12/14/2018 |
Yes |
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- Struggling to pay mortgage
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Web |
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I got divorced and in the div agreement my ex wife was supposed to give me a quit claim deed signed and notarized so i can keep the home and the children in it. I had the modification completed except for the quit claim deed and the bank terminated the mod because i couldnt get my ex to agree to give me the deed. Even after they approved the mod and i paid the 3 months mortgage to complete the mod. I took her to court to make her sign it but the bank didnt care and expired my mod. So while i had her in court i reapplied for the mod and sent in an updated package. That mod expired again because she wouldnt sign the deed. I than applied for a 3rd mod and this time i had the quit claim deed signed and a completed mod package that underwriting had in there possesion. We were waiting for them to approve mod but while underwriting had mod they never cancelled sale date and thats when the house went up for auction and the bank took back ownership. We now must leave. Freedom mortgage is the reason i lost my home. They were suppose to cancel the sale date once they had the complete package. What can i do to get my home back from a bank that treated me poorly and unfair?
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| 09/23/2020 |
Yes |
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Web |
Servicemember |
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We refinanced our VA mortgage with Freedom Mortgage in XXXX. We were sent several versions of closing statement before closing. Each with increasing costs of closing. The loan officer we dealt with at Freedom Mortgage said that they would pay the closing costs except for fee to VA for loan ( approx {$1000.00} ) and a fee to them of approx {$1000.00}.
The notary that came to our home in XXXX had a different set of closing documents and no copy to leave with us. We had been trying to refinance this loan since XXXX and with COVID 19 issues were just closing in XXXX - so in frustration and without options of getting ahold of the loan officer on a Sunday, we signed closing documents. Now our loan increased by approx {$5000.00}!
I have made several phone calls and sent several emails to Freedom Mortgage since the closing in XXXX with no response or promises to send documents within the week - now we are almost 3 months later and still no documents. I have no idea what the closing costs were on this refinance and Freedom Mortgage refuses to send the documents. I feel we have been overcharged by Freedom Mortgage and were mislead regarding the costs of the closing.
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| 04/21/2018 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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New mortgage company we have, Freedom Mortgage, took over mortgage on XX/XX/XXXX. They said we need flood insurance even though our neighborhood is elevated and built on sill. Was told to get flood insurance in 45 days or they would buy it for me from their own insurance company -- and promised it would be expensive. They also said they would not accept an elevation certificate, but a LOMA from FEMA which can take over a year to get. The Flood Plain manager for my city said that is ridiculous -- LOMAs are based on the elevation certificate. There is no way to get a LOMA in 45 days.
I bought flood insurance in the meantime. Thought that would be the end of it. It takes 30 days for flood insurance to be active. I get another letter on XX/XX/XXXX that reads, and I quote : " We will charge you for insurance we plan to buy for XX/XX/XXXX to XX/XX/XXXX '' and that the insurance they buy " will cost an estimated {$570.00}, which may be significantly more expensive than insurance you can buy yourself ''.
HOW can you buy insurance retroactively??? When I asked my flood insurance company if I could buy insurance for months already passed, they told me it was illegal.
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| 10/24/2016 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
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We have {$450.00} of late fees on our account that are not valid. I have tried for over a month to resolve this issue but NO ONE will respond to me. I called customer service, they said it needed to be in writing, so I have sent XXXX emails with no response. I have google searched loan officers, sent XXXX emails ( they stated someone would call, no call has come ). I found someone on XXXX, again no response. I have provided documentation on the fact that the late fees are bogus and we have not had any late payments since XXXX of 2016. In XXXX of 2016 we received a foreclosure notice because apparently I missed paying the cents on our bill, instead of paying the {$1200.00} and some change, I only paid the {$1200.00}. I spoke with a gal and she stated I needed to pay {$150.00} and some change to get caught up with late fees, which I paid with our XXXX payment, but separately. Since then NONE of my payments have been late. Therefore I do not owe any additional late fees. I provided a list of my payments to Freedom Mortgage noting that none of them were late since I got caught up in XXXX. Their refusal to contact me only confirms that the late fees are not valid.
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| 11/21/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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I currently owe XXXX $ XXXX on my home with 22 % made on my principal payment ( $ XXXX home value ) and live in the US. I am currently just past year XXXX of my loan.
At 20 %, I sent a letter to my lender stating that I would like my PMI removed, which they responded that I would have to have my home assessed to process the removal or it would automatically be removed at 22 % of my principal payment. This aligned with what I had read online and felt sure this would work.
At 22 %, I was still getting charged for my PMI. I called and asked why it was not auto-removed, and they told me that because my loan was so new ( 3 years ), that the PMI could not be removed until 25 % ; additionally, the PMI would be automatically submitted for removal at the 5 year point ( XXXX 2018 ). They stated that I could send another request letter to remove the PMI prior to then, but there 's no chance it will get approved.
I was under the impression that Federal Law states that the PMI MUST be removed at 22 % of principal payment. What are my rights as a consumer/borrower and am I getting taken for a ride? What is my best recourse for removing the PMI? Thank you in advance.
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| 05/08/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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Applied for a refinance, at their request, with Freedom Mortgage of our current mortgage that they had done 2 years ago. We were unable to communicate with them most of the process due 3+ hour hold times and no response from emails. They missed the original lock period because they failed to be able to complete it. They then extended the lock, but failed again to be able to close it in time, although all items were provided to them timely. We tried many times to call but were unable to get through. Emails went unanswered. Approximately 1 week after the 2nd lock expired, they called and were ready to close. Upon review of the docs, they were asking us to pay 2+ points, amounting to approximately {$13000.00} in closing costs. There was no discussion with us regarding this fee. Fortunately, I have experience with mortgages and reviewed the redisclose docs and noticed that they added the points and fees with no discussion with us. When we spoke to escalations, they would just leave us on hold for 2-4 hours while they researched it. After hours on hold, they would hang up. After many calls, being on hold for over 20 hours, we gave up trying to get speak to them.
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| 02/12/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
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Filed a loan modification in XX/XX/XXXX ( due to issues with hurricane Irma ) with Freedom Mortgage. Made all payment as required on time. Began getting notices of no payment. Supplied proof of payments and dates. Problem escalated recived letters saying we owed upwards of {$22000.00} dollars. We hired an attorney. Freedom Mortgage acknowledged the mistake multiple time over the course of multiple hour plus long calls. We had promises of reviews, returned calls, and corrections to our credit. Nothing promised by Freedom Mortgage was done. XX/XX/XXXX payment was refused and returned. XX/XX/XXXX Freedom Mortgage informed us via conference call with our attorney that they had filed for and were proceeding with foreclosure. Our attorney requested that the service be sent to there address. The representative went so far as to refuse to acknowledge that they would comply. We are still making our payments to a trust set up by our attorney. Due to the false derogatory reporting on there part, we have had an increase in our auto insurance rates, we are unable to refinance with another company taking advantage of the lower rates, and accessing the equity in our home.
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| 11/05/2018 |
Yes |
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- Struggling to pay mortgage
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Web |
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I have been attempting to modify my mortgage for over a year. Freedom mortgage was unwilling to assist me. I reached out to a third party, XXXX, and opened a case with them. For over a month we have been working to modify my mortgage. I started to receive notices from multiple attorney 's offices stating that my home was going to be foreclosed on. I reached out to XXXX for guidance and they stated that my home was up for sale on XX/XX/XXXX, and that Freedom Mortgage was reviewing my case and paperwork. A few weeks ago I started receiving mailings about a XX/XX/XXXX Auction with XXXX County Court. I reached out to XXXX again, they stated after speaking with Freedom Mortgage that they were still reviewing my case and the sale date was still XX/XX/XXXX. I still, at this point had no correspondence from Freedom Mortgage. I reached out to a Bankruptcy attorney to clarify my status and they confirmed the XX/XX/XXXX auction. Had I not filed Bankruptcy THIS AFTERNOON, I would have lost my home. The sale date that Freedom Mortgage was giving, was a week later than the actual sale.
Freedom Mortgage Loan No. XXXX XXXX XXXX ID XXXX Case Manager XXXX XXXX ph.XXXX xXXXX
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| 11/09/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My mortgage company XXXX XXXX XXXX XXXX sold my loan to Freedom Mortgage. At the very of end XX/XX/XXXX and throughout the month of XX/XX/XXXX I received at least 2-3 pieces of mail and 2-3 emails from NYCB alerting me of this change. I did not receive a single email from Freedom Mortgage and only received my new loan number in the mail from Freedom less than 10 days before my first payment was due ; the paperwork we received was printed/dated XX/XX/XXXX. Besides being illegal, this is not good business practices and thank goodness I 'm web savvy and could still create my new account and get my mortgage paid when it was due. This was an incredibly frustrating experience wondering if Freedom would get me my information in time. I attempted to create a new account on the Freedom website, but was unable to since I had not yet received my new loan number. Compounding this issue, XXXX in the middle of the transfer alerted me that we had an escrow shortage, but I could not resolve that after XX/XX/XXXX according to XXXX because all new payments should be directed to Freedom. Please let me know how this will be remedied as this was a very poor customer experience.
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| 02/19/2020 |
Yes |
- Mortgage
- Other type of mortgage
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Web |
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In XX/XX/2019 freedom mortgage reached out to me about refinancing my home, I was a little hesitant but went on with the process. Now here it is the end of XXXX and we still haven't closed, although I have received at least 4 calls/texts/emails saying it's time to close, but when I call back there is another stipulation. I was told SEVERAL times we wouldn't have to make a payment on our current mortgage since they were gon na be paying it off, but then they came back and said we couldn't move forward until XXXX payment was made, at this time a late fee was applied, they promised to have it removed, its still not removed. After being promised if we paid the XXXX payment we would move forward, we still haven't. I have now had to pay XXXX payment. No one will return my calls or emails at this point. Several weeks ago I was told my case was being expedited, not sure what that word means to them, but a month later and still no response is unacceptable! Having to come up with 2 payments I was previously told not to worry about has put a major strain in my life and no one there seems to care about their negligence. Makes me wonder if this is even a legit company!
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| 08/22/2017 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Difficulty submitting a dispute or getting information about a dispute over the phone
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Web |
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I signed my mortgage paper work on XX/XX/XXXX. The loan was transferred to Freedom Mortgage on XX/XX/XXXX. I called the company today, XX/XX/XXXX, to ask why my trade line has still not shown up on my credit report, since I was told some time back that it " could take up to 60 days ''. Those 60 days would have been up on XX/XX/XXXX. I work as a XXXX XXXX in a XXXX XXXX XXXX and I know that there is typically a delay in reporting, depending on what day the new loan is open. I clarified with the man on the phone that at the very latest, I should see my new trade line in XX/XX/XXXX and he rudely told me that I was incorrect and I will not even see the trade line appear until XX/XX/XXXX? XX/XX/XXXX is literally 4 full calendar months from XX/XX/XXXX ... not 60 days. He put me on hold for a while and came back on the line to inform me there there was some federal law that states the 60 day waiting period. I do not remember exactly what " law '' he referenced, but why was I not told this in my loan closing, or when the loan got transferred to Freedom Mortgage? How is 120 days the new 60 days? I am paid ahead and have never missed a payment ... How is this right?
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| 08/15/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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XXXX XXXX XXXX sold our Mortgage to Freedom Mortgage, and did not notify us. All payments submitted to XXXX XXXX have not been transferred to Freedom Mortgage, nor have they been returned to us. This is the XXXX time the mortgage has passed different hands within the last 12 months. The XXXX XXXX mortgage companies did not have my telephone number, nor did they have the correct address.
Mortgage Payments were sent to XXXX, for the months of : XX/XX/XXXX ( Forwarded to Freedom ) XX/XX/XXXX ( Forwarded to Freedom ) XX/XX/XXXX ( Not forwarded, and not returned to borrow, and not rejected ) XX/XX/XXXX ( Rejected by XXXX ) XXXX, the XXXX lender, had sent us notification that our mortgage would be changing hands to XXXX, to the correct mailing address. However, later no correspondence was received from XXXX XXXX or Freedom Mortgage.
We found out of this change, after our payment was rejected by XXXX XXXX, and I viewed my credit report to find Freedom Mortgage. XXXX XXXX is now claiming they do not have our payment for XX/XX/XXXX, however, we have bank transaction records stating the XX/XX/XXXX payment was accepted by XXXX XXXX, and never returned back to us.
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| 11/17/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
Servicemember |
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I want to first apologize as this is definitely still a learning process for me. I am truly attempting to understand the things that are not said which creates the hrey space in which some organization operate.
In XXXX of XXXX I was on XXXX XXXX and receiving outpatient care. I ended up XXXX in XX/XX/XXXX for a few months and missed a payment. I made the payment but then had some additional medical issues that left me incapable of executing my financial responsibilities. In XXXX of XXXX I applied for a loan modification which was not approved until XXXX. In XXXX of XXXX my house was damaged due to hurricane Florence which was a natural declared disaster. My credit report has been changed several times by Freedom Mortgage until they just put a delinquent status for 4 months XXXX XXXX to XX/XX/XXXX ). During that time I was in a Forbearance, natural disaster and military orders. Do any of these impact how information is reported to the credit agencies?
This year I am in a Forbearance however I was current went the Forbearance was implemented yet there is no positive reporting. Is it only negative information that is reported? Please pardon my ignorance
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| 09/17/2020 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Older American, Servicemember |
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I am a veteran who has a current VA loan with Freedom Mortgage XXXX this company bought my loan from J G Wentworth ). I have never had a late payment with Freedom Mortgage.I began receiving solicitation from Freedom to take advantage of the IRRRL ( interest rate reduction refinance loan ). In late XXXX I called and XXXX took my application. Email correspondence began in XX/XX/2020 with XXXX XXXX XXXX XXXX XXXX ) XXXX.I have sent emails to him beginning XXXX XXXX and 6 other emails to XXXX XXXX with the last one XX/XX/2020. In addition, I have record of 5 voicemails. XXXX XXXX is very slow to return calls and emails. Whenever I have been asked for a document I have responded within 24 hours. The exception is a letter from me granting permission for the lender of my HELOC XXXX XXXX XXXX XXXX XXXX XXXX XXXX CA ) to request a credit report. I have explained that AFCU does not require a credit report. I have explained this via email at least 5 times. I believe Freedom is speaking with the wrong XXXX XXXX. I'm told my loan now at XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX. She has twice asked me for the same letter in her emails.I have explained the above to her.
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| 12/02/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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A delinquency notice ( attachment A ) was recieved on XX/XX/2019 indicating the payment due on XX/XX/2019 remained unpayed to J.G. Wentworth Home Lending. This loan was transfered to XXXX XXXX XXXX XXXX on XX/XX/2019 ( see attachment B ) with an effective date of XX/XX/2019 ( see attachment C ). A letter from J.G. Wentworth notifying us ( XXXX XXXX XXXX & XXXX XXXX XXXX ) of the transfer was never recieved, but during a call made to J.G. Wentworth 's Customer Support Center on XX/XX/2019 at approximately XXXX EST the customer service representative confirmed that XXXX XXXX XXXX XXXX appears as the loan servicer.
In addition, there has been a failure to provide accurate information during the transfer of the loan. The outstanding principal ammount reported to XXXX XXXX XXXX XXXX was {$280000.00} ( attachment D ). This ammount is incorrect. Before transferring the loan the outstanding balance at J.G. Wentworth Home Lending was {$280000.00} ( attachment E ). The missing ammount is the additional principal payment of {$540.00} made on XX/XX/2019 which was not reported to XXXX XXXX XXXX XXXX and therefore not reflected in their outstanding principal balance.
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| 08/12/2015 |
Yes |
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- Loan modification,collection,foreclosure
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Web |
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I am behind on my mortgage payment and applied for assistance through the mortgage lender and was approved for a forbearance plan. I was also advised by my single point of contact, XXXX, to apply for HHF ( Hardest Hit Funds ) due to being unemployed, which I did ; and was approved. However, trying to reinstate my account to bring my account completely current and make full payments going forward, they have refused to cooperate because they are not participating in the HHF program through my state XXXX Arizona XXXX. I believe Freedom Mortgage would prefer me to make reduced payments in lieu of reinstating the account so they can foreclose on my home once the forbearance plan is completed. Once complete, all reduced payment amounts would become due at once, making it nearly impossible to pay in a lump sum once I regain employment, forcing my hand to apply for mortgage assistance, inevitably resulting in more fees, higher probability of default and foreclosure. I have escalated my concerns and request to management and spoke with a XXXX ( XXXX, ext XXXX ) who advised he would see if management could make an exception, but did not want me to contact the CFPB.
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| 02/11/2016 |
Yes |
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- Loan modification,collection,foreclosure
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|
Web |
Older American |
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In 2013 my wife and I moved to XXXX to help our son with his XXXX children who was recently divorced. Because of his job requirements to travel often during this particular time frame we decided to rent our home for a few years or at least until they were old enough or until his travel requirements would change. A few months after we moved we got behind so we submitted a request to our lender for a hardship mortgage modification because of my wife losing her job and soon became XXXX from XXXX a year before. Making mortgage payments soon became a struggle. We soon became desperate and eventually heard about a company via a radio ad called XXXX XXXX out of XXXX Utah. Needless to say it was the biggest mistake I have done in my life. They painted a rosy picture of course and it sounded so promising. They inform not to make any Mortgage payments and not to contact anyone but them and they would do everything. All we had to do was pay m a money instead of making regular mortgage payments. we 're at the brink of losing our home. Both of us are over XXXX and our credit is about to be ruined over this. can someone please shed some light on this situation for us.
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| 02/28/2020 |
Yes |
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- Trouble during payment process
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Web |
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I use a bill payment from XXXX XXXX XXXX on line bank app, to make payments on my monthly mortgage payment.
Since XX/XX/XXXX i never miss one single payment, but back in XX/XX/XXXX, i made a mistake of instead order a payment of {$2700.00}, i orded {$2700.00}. ( So {$70.00} short ) As soon i got know what happen with my mortgage payment, i made a payment of what was missed and called the mortgage company to explain what happened and to tell them i had fix the problem because was a personal mistake and not a short money to pay the morgage, since was less the 3 % of the total amount short and there is not sence to pay {$2700.00} and not pay {$2700.00}.
The company said was fine but 3 day later they report to the Credit bureal miss payment.
This report make my credit score drop 130 points.
From XXXX to XXXX.
I said email to the customer service to try fix my credit score but they return me a answer they couldn't fix because " contractual obligation to make a full monthly payment on the first of each month ''.
So they don't considerate the fact i had paid around 97 % of my payment.
I feel this company FREEDOM MORTGAGE has not loyaut to the customer.
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| 04/17/2018 |
Yes |
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- Trouble during payment process
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Web |
Older American, Servicemember |
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We closed on our home XX/XX/2017. We had already paid for homeowners insurance for a full year in advance to closing. Also, my husband is a XXXX XXXX XXXX XXXX XXXX Veteran and so is Tax exempt in Florida. Our loan broker was XXXX XXXX with XXXX XXXX. We informed him up front that we did not want to use Freedom Mortgage. Within 30 days of closing we received a letter stating Freedom Mortgage would be our new mortgagor. We made our payments as described and agreed upon in our contract. However, Freedom Mortgage, cashed our checks and held the money not applying it to our loan. We called them, faxed them, emailed them and hand wrote them using the USPS with certified mail numerous times giving them copies of our contract, proof of tax exempt status, prepaid Homeowners insurance for a year in advance and even had the insurance company verify the insurance status. Freedom Mortgage continued to cash our checks and not apply them to our account and added late charges onto our loan. In fact they reported us as late payments every month on our credit report which has ruined our great credit, caused unbearable stress and embarrassment. We do not know what to do.
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| 06/23/2023 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
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I have a VA loan with Freedom Mortgage and I am selling my home. I am doing an assumption with the buyer who is a XXXX as well. Freedom mortgage is has taken well over the 60 to 90-day time period they claim it takes to do an assumption. I am stuck with no home now because they are refusing to move faster to close my assumption to the new buyer. This was supposed to be closed at the end of XXXX and now its looking like it may not even close at the end of XXXX. There inability to close the assumption is now costing me XXXX of dollars, because I have to temporarily rent a new home and continue paying on my current mortgage. This should be illegal and someone should have to pay for this injustice. Also, everytime I call, the representatives who answer the call say they can not help me and they put in a request for an assumptions representative to call me back and tell me it will take 2 business days. Its been 5 business days and nobody has called me back. I also called them on day 3 and day 5 and they keep saying they are elevating the issue. This is the third time I've requested a call back with nobody from the assumptions department reaching back to me.
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| 05/27/2021 |
Yes |
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Web |
Servicemember |
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Date : XX/XX/2021 XXXX XXXX XXXX as an agent for Freedom Mortgage Freedom Mortgage XXXX XXXX Emailing XXXX XXXX via a public internet provider ( XXXX XXXX in an attachment without encryption or other protection ( clear text attachment ) of the date identified below : Sending email unencrypted through a public network may be equivalent to publishing the information. Sending non-public information in an unencrypted email is therefore publishing non-public information.
Confidential and non-public information included : Account number Social Security Number Date of Birth Name Address XXXX XXXX XXXX XXXX account numbers ( 2 accounts ) XXXX XXXX XXXX account number XXXX XXXX XXXX account number VA loan number This is in violation of : Federal Trade Commission Reporting Act ( FCRA ) Gramm-Leach-Bliley Act ( GLBA ) Fair Credit Reporting Act FTC document Protecting Personal Information A Guide to Business This demonstrates as lack of an adequate : Security Program Vulnerability Assessment / Risk Assessment /Security Plan / Mitigation Plan Security Measures tested Employee Training Electronic Controls / System Controls Plan for Responding to Security Incidents
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| 01/02/2020 |
Yes |
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- Struggling to pay mortgage
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Web |
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I have been having an issue with my mortgage company freedom mortgage since XX/XX/XXXX. I filed for divorce in XXXX and at that time I was unable to pay some mortgage payments. I have tried to gain a modification through freedom mortgage and complied with all of their requests. As of now they have granted me a trial. Which I have been paying for the past six months they also told me in writing that I would be the successor of the loan. I am finding out that they no longer are willing to allow me to be the successor of the loan and want my ex-husband to still be responsible. I am willing to make payments in order to keep my home for myself and my XXXX small children I have been treated unfairly and have been fighting for my home since XXXX this has been a great struggle and I am finding that freedom mortgage is not willing to allow me to keep my home even through all of the efforts that I have made. I have fully complied with everything they requested ... they have given me false information they have lost a certified bank check that was made during this trial period and now they are taking back things that have been in writing. I am desperate for help!
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| 08/23/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XX/XX/XXXX I received an escrow analysis. The company showed a shortage and is attempting to increase my mortgage payment by about {$250.00}. The reason there is such a significant increase is due to the company paying my property taxes in full versus bi annual installments. They were paying in full because in XX/XX/XXXX I found they failed to make my tax payment putting me delinquent in my tax payment.
I contacted customer service to have my taxes changed to bi annual payment and a new escrow analisys completed because of the original company error. This contact was made on XX/XX/XXXX. I was informed that the payment could not be changed because my county offered a discount for full payment. I contacted my county, this was a lie.
I called again and it was escalated to a manager that followed up and said I would receive a letter sometime in XX/XX/XXXX or XX/XX/XXXXand I could change to bi annual payments at that time. Finding this unacceptable is called again. Representative XXXX said she would look in to it further and call back within 48 hours. No call back.
I again have hours into fixing a problem created by this company and have no answers.
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| 04/05/2020 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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With the COVID-19 Virus going around, Freedom mortgage basically does not offer extensions at all. They will allow you to " not '' pay for upto 3 months but you have 6 months to pay the whole balance not to mention if they approve you they still label you deliquent, and report to credit ....
So here is what they want..
if you want to take a extension / forberance, they want the following information.
All you monthly expenses, tax information, just to start. Instead of just helping their customers making this time easier they make us jump through hoops. They do not have these forms fillable or able to submit it with a agent on the phone Major banks can do extensions over the phone with just a verbal agreement for situations like this, but freedom mortgage doesn't care they do not offer easy solutions, they want to frustrate there customers and threaten there houses and credit when there household income has been hurt with stay at home laws during the COVID-19 virus.
I have never had an issue with my mortgage payment since i got the house originally. the next time i can refinance i will be looking to leave them due to the poor customer service.
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| 01/13/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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Freedom mortgage reported that our Mortgage was late for XXXX months XXXX and XXXX of XXXX, and that there was not a final payment at the end of escrow.
We filed a dispute with them saying everything was current including all our payments to them.
THey investigated it and found out that we were correct and that they were going to correct this and report it to the credit agencies.
THis never happened.
THe other was that we had missed a payment in XXXX of XXXX We sold the house in XXXX and we asked them if we had to make the XXXX payment and they said no, that it was covered in the escrow that was going through and not to worry.
THey investigated this as well and found the recording of the representative who told this to us and cleared this up as well. The only problem is this was cleared up in XXXX and still has not been corrected.
I called them yesterday and the representative on the phone said she saw the evidence that we need and said she would send a letter via email supporting this. As soon as i receive this i will submit this to the case.
Please help us we are trying to buy a house and this is stopping our progress.
Thank you XXXX XXXX
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| 12/07/2023 |
Yes |
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- Closing on a mortgage
- Closing disclosure or other related disclosures
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Web |
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On XX/XX/2023 I served Freedom Mortgage with documents related to a mortgage they formally serviced. Loan number : XXXX. I notified Freedom Mortgage that the loan was discharged in XXXX XXXX Bankruptcy in the XXXX XXXX XXXX New York on XX/XX/2023. I also mailed using certified mail, a letter of recession which rescinded my securities interests in the mortgage and demanded payment for the interest that was owed to me as it relates to the mortgage being traded in the securities markets.
I also notified XXXXXXXX XXXX that their transfer of the mortgage to Freedom Financial was illegal because it was initiated and processed after the mortgage was discharged. I also served XXXX XXXX that at the time of the purchase of the property that they were responsible for filing the deed with the county of record. Furthermore, XXXX and Freedom Mortgage was required to file a satisfaction of mortgage once they become aware of the discharge of the mortgage.
Freedom Mortgage was also served with a 1099a and a 1099c cancellation of debt. However, I continue to receive mortgage statements from Freedom Mortgage in reference to the mortgage that was transfer by XXXX.
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| 09/11/2023 |
Yes |
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- Struggling to pay mortgage
- Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
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Web |
Servicemember |
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I started my forbearance with Freedom Mortgage in XXXX after completing the program for a year I submitted a new package in the lost mitigation that's where everything goes south I had to constantly resubmit papers time after time.Once freedom Mortgage deemed the loss mitigation packet completed they only offered forbearance again for mortgage reduction trial period. I paid XXXX from XX/XX/2023 thru XX/XX/2023 a employee from freedom told me i would receive new terms by mail via XXXX, XX/XX/2023 I make another payment of XXXX i call freedom mortgage only to informed that the employee gave me incorrect information i had to submit another loss mitigation packet at the same time the filed foreclosure on my home i was served in my driveway and I constantly get harassing phone calls text and letters this has been a nightmare to say the least I'm a XXXX veteran i served this country with honor and dignity is this the thanks it get they tell lies to try to take your home my credit is destroyed by these people they've put in XXXX in debt with them i afford a pool for therapy that i badly need this is crazy they should be held accountable for their actions.
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| 06/20/2020 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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In XX/XX/XXXX, I purchased a home located at XXXX XXXX XXXX, XXXX XXXX, Hawaii XXXX with a VA loan from XXXX XXXX XXXX. In XX/XX/XXXX, I refinanced the loan with an interest rate of 3.25 %. This is a 30 year mortgage with a fixed interest rate. Later, the servicing of my loan was assumed by Freedom Mortgage. Freedom Mortgage started sending me monthly Mortgage Statements that read : Interest Rate ( Until XX/XX/XXXX ) 3.25 %. I called Freedom Mortgage many times to inquire as to why theyre reporting that my interest rate is only good until XX/XX/XXXX. Ive gotten very different responses from them over the phone, such as Your rate is fixed, I dont understand why it says that or This probably relates to your active-duty military status and the Servicemembers Civil Relief Act not your interest rate. These answers are non-responsive and do not accurately correct their records to correct that my interest rate is not good until any daterather, it is the interest rate for the duration of the loan. They should not be sending me a monthly mortgage statement that says that my interest rate is good until any date. I want this corrected in all of their records.
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| 03/20/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I received a letter from Freedom Mortgage around XX/XX/XXXX. The first letter was a letter for non payment of XX/XX/XXXX payment. Also a letter for returned mail from my proper mailing address.
I contacted Freedom Mortgage On XXXX and they told me that I did not make my XXXX payment and told me to call back Monday.
I called Monday XXXX and the representative told me they were not responsible for fixing the problem as the loan servicing had been sold.
I contacted my original mortgage processor who got me in contact with XXXX old supervisor.
He told me that they probably would not fix the problem.
I have paid all of my payments on time. The online payment application was always glitching for approximately the first six months of payments. I paid a total of {$3000.00} for XXXX which included the main monthly payment. Somehow the total was applied only to the principal with nothing applied to the main payment.
I want this corrected to show the payment that I made, the interest paid recalculated, and I would like the {$1900.00} in late fees refunded to me. I have the payment history and will attach it.
Thank You, XXXX XXXX XXXX ( XXXX ) XXXX
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| 01/26/2019 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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We have asked for the underwriting department to appeal their decision since they did not include the {$440.00} for XXXX XXXX payment when they figured the money for our home in the loss mitigation not to completely rework paperwork over again. This paperwork has been submitted the entire time this process has been going on. I am attaching the paperwork again, so that you will not claim you do not have it. You have asked for it on XX/XX/XXXX, which we have provided a letter from Social security, which at that time it was {$430.00}, now it is {$440.00}, It does not come to a bank account but to a XXXX XXXX card every month. Then I hear from an agent # XXXX on XXXX XXXX on a recorded line that tells me that the underwriting department has made the claim that they can not use XXXX amount of money, my XXXX year old son, because XXXX XXXX name is not on our mortgage. This money was used when we first took out our mortgage by our first mortgage company and when we refinanced with you, Freedom Mortgage. I have the paperwork in my hands showing it. I am now submitting another complaint to the obsurdity of this to the Consumer Finance Protection Bureau
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| 10/18/2023 |
Yes |
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- Struggling to pay mortgage
- Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
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Web |
Servicemember |
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On XX/XX/XXXX we called the mortgage company and told them our house is for sale and the buyers will close on XX/XX/XXXX. We stated we had moved but our daughter still lives in the house. Today XX/XX/XXXX, a Contractor from Mortgage Consulting showed up at my house and when I asked her what she was taping to my door she said its a no trespassing vacant sign abandonment notice and that shes sent out when a house is in foreclosure. We have a VA loan with Freedom Mortgage and we missed XXXX and are late for XXXX but we are not 120 days late and not received any type of notice other than a letter to contact them about making a payment ( which we did XX/XX/XXXX, day before they sent someone to post our house is vacant/abandoned ). I called Freedom Mortgage and the guy apologized and said theres no reason to do this for being behind 2 payments ( not even 60 days ) and would note our account. How is freedom mortgage legally able to do this and why are they trying to say its abandoned when we reached out to them and clearly told them what was going on? I have the whole conversation with the contractor on video, please keep this in mind in your response.
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| 05/02/2022 |
Yes |
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- Trouble during payment process
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Web |
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On XX/XX/2022 my husband and I submitted Complaint XXXX to our mortgage loan company, FREEDOM MORTGAGE.
On XX/XX/2022, we received a Closed with explanationresponse from XXXX XXXX XXXX, Manager Customer Service at Freedom Mortgage XXXX ( XXXX XXXX XXXX XXXX, XXXX, Mt XXXX XXXX, NJ XXXX ), but still there are some issues that have to be corrected in our Freedom Mortgage Customer Portal : -at the 2022 Payment History, XXXX ( Ref # XXXX, {$1700.00} ) and XXXX ( Ref # XXXX, {$1700.00} ), are not listed (? ).
-the payment for the month of XXXX was {$1800.00} ( Ref # XXXX ).
XXXX XXXX response stated : Your new monthly payment effective XXXX, XXXX will be {$1600.00}. Unfortunately, the information at our customer portal has not been updated/corrected and we had to pay {$1700.00} for the month of XXXX ( Ref # XXXX ), and {$1700.00} for the month of XXXX ( XXXX # XXXX ).
-the surplus check of {$450.00} was paid back to Freedom Mortgage to cover any escrow inconsistencies ( Ref. # XXXX ).
-regarding XX/XX/2022 payment, it still shows the amount of {$1700.00}.
Only when these issues are properly addressed/corrected, we will consider it as Closed.
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| 12/23/2020 |
Yes |
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Web |
Servicemember |
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In XX/XX/2020 I began the refinance process with multiple lenders in an effort to secure the most advantageous terms.
Prior to closing, on XX/XX/XXXX, Freedom Mortgage ( FM ) agreed to match terms of a competitor and include an additional {$500.00} lender credit.
On XX/XX/XXXX I closed a refinance with FM. I did not see the {$500.00} credit on the closing documents. I asked FM, prior to signing, how they would resolve this. FM responded, letting me know that they could use the power of attorney included in the closing documents to make the {$500.00} change, or they could send me a debit card for the {$500.00}.
Neither of these have occurred yet.
On XX/XX/XXXX, after I followed up with FM, they let me know they would send the {$500.00}.
On XX/XX/XXXX, after I followed up with FM, they let me know they would send the {$500.00}.
I still have not received the {$500.00}, or a lender credit for {$500.00}. The most ideal outcome for me would be to have a {$500.00} payment directly applied to my principal payment. But honestly with all of this " run around '' I'll take the {$500.00} as a debit card, lender credit, or whatever is appropriate.
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| 11/19/2020 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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Our mortgage was sold to Freedom Mortgage. Upon transfer, we were immediately contacted by their mortgage broker, XXXX XXXX, who advised that they can refinance our mortgage to a lower rate saving us money monthly, all we needed to do was come off of the COVID forbearance plan. He called relentlessly until we provided the information. We provided them with the documentation necessary and they hit a snag where the previous mortgage company did not provide FHA with documentation to close out our loan properly. We were instructed to contact the previous mortgage company but were not told what was needed and provided a deadline of a week and a half to get the information. Since that time I have been calling XXXX and the mortgage company to get answers but to no avail. He has not returned any of our calls and one of the associates tried to reach him while on the phone with me but received no response. An email was sent to XXXX and his supervisor and we still do not have a response. It seems as if they were trying to get us off of the forbearance plan so that we can pay them and now they will not assist us in getting back on. This feels like a scam.
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| 01/21/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Older American |
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Freedom Mortgage Corporation is running a scam on their existing customers in an attempt to get them to refinance. MidXXXXXX/XX/2019 Freedom Mortgage contacted me and informed me that I was a premier customer due to my account status ( never late with payments ) and as a reward they wanted to lower my interest rate by 0.2 %. All I had to do was refinance my loan and they would pay for all the costs - XXXX dollar out-of-pocket. When asked why they were doing this, their answer was that they wanted to keep me as a customer and not refinance with another company and reward me for being a premier customer. Bottom-line, they sent me through a refinancing exercise that ended up with a new loan amount that had a {$3900.00} increase over my current loan balance ( {$2700.00} of which covered the refinancing fees ). When I reviewed the final loan documents and noticed the {$3900.00} increase over the life of the note ( 287 months ) they responded by stating that actually I was no longer eligible for the loan due my retirement income stream and they were cancelling the application. Total scam. Wonder how many retirees are getting taken by this XXXX ...
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| 03/16/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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Freedom Mortgage services my account. The account said I owed XXXX. I paid {$1600.00} dollars. They Credited the account. When I got onto the web site it had credited the XXXX but said I still owe {$520.00}! My escrow amount isXXXX.
I called the company for an explanation on XXXX XX/XX/2019 at about XXXX XXXX. XXXX ( # XXXX ) had no explanation.
I have not had an explanation on how I can pay off the principle and yet owe more money on the principal.
He said I needed to have a " payoff amount '' calculated and that there would be a a {$30.00} charge. I asked the reason and he said it was the " law ''. I asked for him to quote the law. After about 20 minutes on hold he told me THERE WAS NO LAW. That the company charges loan payers that amount to tell the payer how much the mortgagee has to pay the servicing agent to pay off the loan.
This is obvious fraud as I was told the amount to pay off the loan is one thing and suddenly another loan principle appear. Further the agent for the company lied that there was a law and then there was no law.
I fail to see why I should pay a company a fee ( read profit ) for them to tell me how much I owe.
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| 10/05/2021 |
Yes |
- Mortgage
- Other type of mortgage
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- Struggling to pay mortgage
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Web |
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I called Freedom Mortgage on XXXX XXXX in order to exit the covid 19 forbearance program. I was told that I would get a decision within 30 days. We were approved for the cap and extend motification. However they only offered to drop the interest rate and extend the loan only one month past the original loan date. Our mortgage would be more than what it was pre-pandemic.
We have called aleast 7 times in the past month and each we get someone different and different information each time about our options for repayment and about what is needed in reference to our request to extend the loan out to 360 months and to get a lower interest rate.
Each time we are told that our request was going back to the underwritter for correction and that we would receive the updated documents They keep assuring us that it will be fixed and we have nothing to worry about .Still over a month later we are dealing with the same issues and with no resolutions. Each person are telling us someting different and are promising to fix it only to call back again just to go through the same thing again after spending hours on the phone. We need help with resolving this.
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| 01/18/2023 |
Yes |
- Debt collection
- Mortgage debt
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- Written notification about debt
- Didn't receive notice of right to dispute
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Web |
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Validation of Debt Freedom Mortgage Account # XXXX Please take note that, pursuant to the Fair Debt Collection Practices Act section 809, I request that you validate the debt of each account number listed above in this notice. Please validate the debt in compliance with FDCPA by mailing me the following information.
This is to inform you that I am a " consumer " as defined by the provisions of 15 U.S.C. 1692a ( 3 ).
This letter is to further inform you that I deem you as a debt collector, subject to the Fair Debt Collection Practices Act, under 15 U.S.C. 1692a ( 5 ).
1. The original contract bearing my name for the account.
2. Chain of custody proof for each Promissory Note for each account.
3. The origin of the funds that created this alleged debt for each account.
4. The true records of the organization showing that there was an Honest disclosure of Facts relating to this alleged loan in compliance with the Truth in Lending Act!
5. The person who prepares and swears to the validation Must describe, 6. Your job Description 7. How long you've been in this position?
8. Do you have personal knowledge about this alleged debt or account?
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| 07/01/2020 |
Yes |
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Web |
Servicemember |
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This is an amazingly simple matter to understand even though none of the numerous customer service people we spoke to seem to understand it. It is even a refinance within the same mortgage company so, every bit of information needed to perform a detailed analysis is right there and available.
The bottom line is that we overpaid on our mortgage in the amount of {$3500.00} ( one payment XXXX yet Freedom Mortgage will not return our money to us.
Loan closing took place XX/XX/XXXX Payment of {$3500.00} made to mortgage XXXX XX/XX/2020 ( we were unable to stop it due to the timing ).
It appears from subsequent documentation received that the XXXX payment was applied to the original loan payoff amount even though we had closed on the loan prior to that overpayment. ( this is not the complaint ). So, this would have reduced the payoff by XXXX.
Since the original loan amount ( which had not changed ) was based on a payoff that was {$3500.00} higher, we are still due that amount as part of the refinance.
It is really that simple yet, after 2 months we still have not received the funds ( our own money actually XXXX due us.
XXXX, XXXX and XXXX
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| 05/14/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with fraud alerts or security freezes
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Web |
Servicemember |
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In regular contact with company at least 4 times by phone. They have extensive notes on their computer of issue with reporting delinquency of XX/XX/XXXXlate payment of 30 Days. Was told last week that they would get issue resolved when customer service rep talked to reporting department was told they they no longer honor SCRA protections as of XX/XX/2019. It was the first time I have heard of the change in the previous three times speaking with Freedom Mortgage Company in XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. Their supervisor was also unaware of change also. See notes under mortgage account of full story. Just notified again that company also reported me being 30 days late in XX/XX/XXXXdue to billing statement they sent to my house on XX/XX/XXXX. That states one amount to pay when really our rate changes to another amount. My wife paid statement amount on billing statement and was told was late only when we physically called company. This company has caused me to look elsewhere for a mortgage company. I have statement to verify XX/XX/XXXXlate reporting. See notes for XX/XX/XXXXreporting please under mortgage notes with company.
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| 10/16/2015 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
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My loan was sold several times after the purchase of my home and was with XXXX XXXX XXXX XXXX, XXXX ) before supposedly being transferred to Freedom Mortgage XXXX freedommortgage.com, XXXX ). I make all my payments via the Freedom Mortgage website and when I needed to contact the company in regards to the servicing of my loan I was unable to enter my phone number or loan number into the automated system without being told it was n't valid.
Once speaking to a rep with the company I was told that my loan is not with them or in their system because it 's with XXXX XXXX XXXX a sub-servicer of Freedom Mortgage XXXX. They gave me the phone number for XXXX XXXX and said to contact them. I contacted XXXX XXXX and can not even get through to a representative because neither my social or my loan number is being recognized with the automated system. The system says to call back when I have a valid loan number or social and hangs up.
Why would XXXX XXXX tell me my loan was with Freedom Mortgage and how am I making my payments on Freedom Mortgage 's website if neither company is able to recognize my information for me to discuss my loan with anyone?
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| 04/09/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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|
Web |
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My loan refinance started XX/XX/21 and the company still has not closed XXXX. I have made several calls, emails, and even stepped in to try to expedite the process due to lack of consistent commitments, not correctly notating information I have provided multiple times. I have been handed off to multiple individuals during this process. No my rate is going to expire and they want to charge me additional fee due to their lack of correcting errors that are not done on my part. I believe they just trying to extort more money from me by stalling on the closing process. I have asked how much these fees will be multiple times and never given an actual answer. I have asked to have my reps supervisor call me and never given a person and a fellow associate calls me after I was told she was a supervisor by the rep for the company prior. She could not help me just reverted back to the standard I am sorry for your inconvenience card and stated she called me to verify information I had provided in an email prior. I have attempted to call and been put on hold for 47 minutes plus. I have emails and screen shots to back up my statements.
Respectfully,
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| 12/18/2020 |
Yes |
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Web |
Servicemember |
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My spouse and I started the Refinance process in XX/XX/2020 with Freedom Mortgage and we were told on XX/XX/XXXX that we could set an appointment to close on the refinance. we set an appointment for the end of XXXX. The closing was canceled without any warning to us. we were set to close again on XXXX XXXX and we signed all our documents. our documents were sent and the Title company XXXX XXXX lost half of our documents resulting in my identity being stolen on top of not being able to refinance in XXXX. It took Freedom Mortgage 2 months to give us a new date to close, we were set to close on Wednesday XX/XX/2020, our closing was cancelled last minute due to the title company XXXX XXXX not having the proper documents to provide. We again tried to close yesterday XX/XX/2020 and once again our closing was canceled last minute due to the exact same reason that the title company could not provide the proper documents. Freedom Mortgage has promised time and time again that they would close my loan in 6 total from the start and it has been almost 7 months of my wasted time and no one can seem to answer any of my question why this is happening.
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| 11/14/2018 |
Yes |
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- Struggling to pay mortgage
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Web |
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We were in an area affected by Hurricane Irma in XXXX of XXXX and my wife was unable to work due to businesses that were affected by the storm for 3 months. We were offered a " Special Forbearance '' by the mortgage company handling the loan, XXXX XXXX XXXX XXXX XXXX, during the disaster. Once we accepted the " Special Forbearance '' no one told us all of the payment would be due at once nor did they tell us anything about the terms of the " Special Forbearance ''. and that the servicing of our loan was sold to Freedom Mortgage at the end of the Special Forbearance. We have contacted a HUD Approved Housing Agency and they have been helping us with the paperwork needed for Modification. Each time that Freedom Mortgage asks for paperwork we send it to them right away, and this process has been dragging on since XXXX of XXXX and they keep asking for the same paperwork over and over stating it is the underwriters. We feel we have been deceived, we feel that Freedom Mortgage is dragging this process on so that they can eventually file foreclosure and take our home, which was not behind until this happened, and we don't want to lose our home.
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| 12/10/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Freedom Mortgage company has not sent me the refund due on my escrow account from the house I sold, closed on XX/XX/XXXX of 2022, it is now XX/XX/2022. The amount owed to me is {$2900.00}.
They did send a letter dated XX/XX/2022 claiming that I haven't yet cashed the escrow refund check which they claim to have issued. I therefor called them to have a new check sent out because the first one never showed up. I verified that they have my correct current mailing address. They offer no proof that they ever sent the check. They claimed to have issued and sent a second replacement check dated XX/XX/2022. I called a second time on XX/XX/2022 to ask what happened to the second check and to ask for proof that they had issued and sent it. They only offered a voided copy of the first check but no proof of mailing it. They said they would overnight-mail a third check, but that has also not happened and they were not able to provide any tracking number or proof of mailing it.
I have had no other issues receiving mail at my address. I believe they are not sending the checks in hopes that the XXXX days will expire and then I will lose the funds.
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| 07/07/2020 |
Yes |
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Web |
Older American, Servicemember |
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On XXXX XX/XX/2020 we were scheduled for a refi closing by Freedom Mortgage. This process was initiated by Freedom as is common practice. At the closing, the documents presented did not match the doc 's we had been emailed. Most notable was the loan term, which had been stated at 24 years, 7 months - but was now reflected at 30 years.We immediately reached up to our loan officer XXXX XXXX and he assured us that all would be fixed and they would soon reach out for a new closing date with the proper changes made. Well today is XXXX XXXX and Freedom still has not serviced this loan.
I have had at least four different conversations with XXXX XXXX Bilingual Customer Advocate and told that underwriting would be in touch to confirm the correction of the doc 's and assign a new closing date.I have have forwarded two customer service email request via Freedom 's website and received no response. On XXXX XXXX I spoke with a XXXX at Customer Service [ XXXX ] and asked to speak to a supervisor. XXXX assured me that I would be contacted within 24 hours - yet here I sit, on XXXX XXXX on hold with Customer Service for over an hour and still nothing.
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| 01/27/2016 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
Servicemember |
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The mortgage company sent me a new escrow account disclosure statement indicating I owed a certain escrow amount and I have protested the amount because the homeowner 's insurance amount is larger than the insurance company 's quote to me. I am exempt from paying property taxes in my state because of my XXXX XXXX. Last year I refinanced my mortgage with this company. They received all of the paper work and submitted an escrow amount that was not correct and sent a check to the County where I reside. The County sent the check back to the mortgage company and explained that I was exempt from paying property taxes and their escrow amount was incorrect. My mortgage amount is scheduled to increase to reflect the incorrect insurance amount and property tax amount. I have spoken to at least XXXX representatives for this company and they all tell me something different. I was scheduled to get a call from them yesterday but never received a call from a supervisor. I have never missed a payment or been late. I will pay them the amount that is the proper mortgage payment instead of what they are requesting I pay because their amount is incorrect.
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| 01/03/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
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Web |
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Hello XXXX XXXX XXXX My name is XXXX XXXX and our account is under XXXX and XXXX XXXX and our loan number is XXXX and I am opening up a 2nd complaint with the Consumer Finance Protection Bureau against Freedom Mortgage. The first complaint was filed in XX/XX/XXXX and the origianl complaint number is XXXX. As part of resolving the issue of my payments taken out of my bank accounts by XXXX and not being posted to Freedom Mortage, my credit was to updated to reflect that my account was actually current. As part of your own wording that was to be done, which now I find that your company still refects that in XX/XX/XXXX I was 30, 60, and 90 days late. I am in the process of trying to purchase a new home, to be financed by the builder. I was contacted by the lender and told that unless this credit reporting is resolved quickly I can potentially lose the home and the closing costs which would have been available to be paid by the builder once the credit is approved. I have included a copy of my orignal complaint and your response. I need this issue resolved immediately, as it was to be almost one year ago. Please contact me directly at XXXX
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| 09/26/2023 |
Yes |
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- Trouble during payment process
- Escrow, taxes, or insurance
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Web |
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I have contacted Freedom Mortgage on XX/XX/23 and XX/XX/23 regarding the escrow account. Specifically regarding the insurance payments. I sent over my declaration pages and let them know that our insurance is only XXXX per year and they are stating that it is XXXX which is WAY wrong. I have been having issues since Freedom Mortgage received our loan from XXXX XXXX. I am seeking a way to get away from Freedom Mortgage. They are constantly going against RESPA, i do mortgages for a living for another financial institution and i have never seen such deceiving information and incompetence from a company. They are very terrible at their escrow analysis procedures and they are not forthcoming with the information being requested from their customers. they have never sent me a full payment history when requested which again is against RESPA and I'm considering seeking an attorney to sue them for undue stress caused by them miscalculating the escrow every single year. they have even double paid my insurance company and they had to send it to me and i had to re-deposit it back into escrow. this company does'nt deserve to be in business at all!
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| 01/18/2021 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
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In XX/XX/2020 I received an offer from my mortgage company ( Freedom Mortgage ) to refinance my existing mortgage with them to lower my interest rate and monthly payment. I agreed to do it, provided all information requested and everything went smoothly until it was time to close. I've been calling them since XXXX to find out why I haven't received a closing date and every time they tell me they're waiting on the title company. Spoke with title company on multiple occasions and every time I'm told that my loan had been cleared on their end since XX/XX/XXXX " I have emails to prove it ''. To this day each time I call Freedom Mortgage they tell me they're still waiting on the title company but when I forward the emails from the title company stating they had already cleared the loan since XX/XX/XXXX, I'm told " oh someone will contact you '' an no one ever does. What XXXX me off the most is the fact that I did not solicit this, they called me to offer it to me, and I have perfect credit and never missed a payment. This is why I'm submitting this complaint so that people know what they're getting into when dealing with Freedom Mortgage.
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| 10/19/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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On XX/XX/2022 I submitted my loss mitigation packet to Freedom Mortgage, yet they keep asking for the same information I have submitted. Customer service verifies the documents are there & ask loss mitigation to do a 2nd review, at which point they will ask for something else. During this they sent me paperwork, that they verified went to another address, & they put a foreclosure sale date on our home during the time frame I had to ( re ) submit the same paperwork they already had. Im told Im responsible for the lawyer & foreclosure fees that are now on my account due to this, that I have 0 control of. I found out today they are reporting my mortgage foreclosure to the credit bureaus, telling me it will stay there indefinitely, when I was told as long as I was working on the loss mitigation it wouldnt go onto my credit. Due to them dragging this out & requesting I resubmit the same items my packet is now outdated. Essentially I have to start everything all over & resubmit all new information. This should not be happening & has created a lot of unnecessary stress & more financial hardship due to the impact this has made to my credit.
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| 08/09/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I have a mortgage with Freedom Mortgage, XXXX XXXX XXXX XXXX, MI XXXX. In XXXX, my home sustained considerable damage due to a hail storm. I submitted a claim with my insurance carrier, XXXX XXXX. Within a week, my insurance company issued a check for nearly {$50000.00} to make repairs. Freedom Mortgage is an endorsee on the check, along with myself and my wife. I was forced to mail the endorsed check to Freedom Mortgage, via USPS. They received the check on XX/XX/2023. As of this date, I have still not received the endorsed check back from Freedom Mortgage. The unnecessary delays have resulted in additional property damage and have personally cost me more than {$2500.00} to try to make temporary repairs on my home. I have contacted Freedom Mortgage numerous times. They have indicated to me that they intend to " reserve '' a portion of the funds until final inspections are done on the property. The problem is that contractors are telling me that they will not consider starting repairs until they are guaranteed payment. Freedom Mortgage does not return phone calls and often keeps me on hold for 30-45 minutes without answering calls.
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| 07/24/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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|
Web |
Older American |
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Freedom Mortgage employees XXXX XXXX, XXXX XXXX deliberately delayed processing of my refinance loan. XXXX XXXX 's supervisor was copied on some of the e-mails but failed to intervene. XXXX XXXX and XXXX XXXX would not return my calls, or answer questions. They failed to put information I sent them in my file. They said they were my primary point of contact. My file was shifted to about three other processors who requested same information I had already sent XXXX and XXXX. Application process started on XX/XX/2021, and did not close and fund until XX/XX/XXXX, XXXX was locked into this transaction and not allowed to take advantage of historically low interest rates on other financial matters. I could not use credit cards or engage in other financial matters. Took about 90 days to close. No home appraisal or inspection was needed. I was already and existing XXXX/Freedom Mortgage customer. I only wanted to refinance my existing principal balance. I sent documents to them promptly when requested. Closing date changed 3 times, my payoff letter expired, substantial incresases in closing costs, my rate lock expired and had to be extended.
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| 06/17/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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I have made 8 payments of {$1700.00} through XXXX Bill Pay recorded confirmed payments to Freedom mortgage yet, Freedom mortgage has damaged my 100 % payment history by reporting continuous damaging lies. Dropping my scores down 200 points after decades of caring and making payments 100 % on time. Freedom mortgage for example reported on XX/XX/XXXX to XXXX that the loan # XXXX was delinquent in XX/XX/XXXX, lies again as I have a first payment letter that states XX/XX/XXXX. I am currently paid through XX/XX/XXXX. In addition in a prior complaint in XX/XX/XXXX with the CFPB, a director for Freedom mortgage states he is crediting a unnecessary legal fee of {$950.00}. to add it back on XX/XX/XXXX the last statement populated or available to view as of today XX/XX/XXXX. Where is my XXXX statement? that I should have received prior to XX/XX/XXXX. For over 6 MONTHS Freedom mortgage is purposely damaging my reputation and credit scores for No reason. They get a Direct payment from me and they are not included in any Chapter XXXX. In fact they acknowledge receipt from XX/XX/XXXX by a Mr. XXXX XXXX for Freedom mortgage to the CRPB back then!
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| 11/02/2023 |
Yes |
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- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
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Web |
Servicemember |
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Freedom Mortgage Corporation changed the physical address for my property ( without my consent ) to an invalid address. This is now the FOURTH time Freedom Mortgage has erroneously changed our home physical ( situs ) address. This problem occurred in XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and now again in XX/XX/XXXX. The CORRECT address ( mailing and legal / physical ) is XXXX XXXX XXXX, XXXX XXXX CO XXXX. Freedom Mortgage has been provided a letter from the XXXX County CO address manager confirming the correct address and still refuses to take permanent corrective action ( s ). Most recently I've spoken with " XXXX '' ( employee XXXX ) at who was unable/ unwilling to make this correction. I'm going immediately to a CFPB complaint because through the past three incidents no one at Freedom Mortgage ever - EVER resolved this through phone calls and portal messaging. I want Freedom Mortgage to ( 1 ) FIX this problem and ( 2 ) explain to me what steps are being taken to ensure this will not happen again. I'm attaching a screen shot taken today ( XXXX XX/XX/XXXX ) showing the invalid address ( XXXX, CO XXXX ) from my account summary page.
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| 06/21/2020 |
Yes |
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- Trouble during payment process
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Web |
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I received a call from Freedom Mortgage in early XXXX that my mortgage was 30 days late. I instantly paid it. I told them I was affected directly by Covid 19 and was self quarantining and stuck in Massachusetts during that time and had thought I set up automatic payments back in XXXX. They were very unprofessional and the guy I spoke to XXXX was working from home and spoke to his wife the entire time. He assured someone higher up would call me back about deleting the 30 day late payment due to the pandemic and the fact I never missed a payment before and was frantic that month due to my sister having covid 19 and me being a single mom of XXXX kids and being stuck in another state that had a shelter in place. I have proof of being in the other state by plane and couldnt return home. I emailed the CEO and he forwarded my request to a vice president and she said she can't do anything to help me. I find this company is very unreasonable and now I can not buy the 2nd home I was trying to purchase.
If I had received a call before the 30 days which I have proof of the voicemails from the entire month I would never be in this situation.
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| 05/15/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XX/XX/XXXX, I lost my job due to the impact from the widespread COVID-19 shutdowns. I immediately contacted Freedom Mortgage to discuss my issue and requested a forbearance. I was granted the forbearance over the phone and also instructed to make either whole or partial payments as my financial situation let me. On XX/XX/XXXX, a letter was sent out by them stating that I was in a forbearance through XX/XX/XXXX. It also stated that any partial payments would not be applied to my account and instead held in an interest free account until the end of the forbearance period. On XX/XX/XXXX, I contacted their customer service and was told that my loan payment due XX/XX/XXXX is still not paid and is still due. I reminded the lady that I was in a forbearance and it was not due. She backed off, but not before saying that my loan was going to go into foreclosure at the end of the forbearance. I asked if they were following federal guidelines on this and she then said I could request for the forbearance to continue after the initial period of XX/XX/XXXX. This is a horrible organization that uses bully tactics to intimidate their customers.
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| 03/31/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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I am attempting to payoff my mortgage to complete the sale of our home. However, Freedom Mortgage is being extremely unhelpful in the process. The title company faxed Freedom Mortgage a request to close the account on XX/XX/XXXX. When I called on XX/XX/XXXX Freedom claimed they did not receive anything, so we had to start a new inquiry. Closing was scheduled for XX/XX/XXXX and this was the final document needed to complete the sale. When I called again on XX/XX/XXXX to check on the status they said the estimated completion date was XXXX. The supervisor I spoke to added that if we could provide proof that the request was sent on XX/XX/XXXX than they would expedite it. I provided that information, but they were still unwilling to accommodate us. They ensured us multiple times that requests are complete within a 72 hour maximum time frame, but XXXX is outside of that window. I have been a part of numerous real estate transactions and know that this process takes less than 1 hour to complete. The supervisor I spoke to on XX/XX/XXXX said he was sorry we were misinformed, even though less than 24 hours ago we were told to provide proof.
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| 12/20/2015 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
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|
Web |
|
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Freedom Mortgage used to have XXXX XXXX service my mortgage with them. Then effective XXXX XXXX, they took the servicing of this mortgage back. They stated on the phone at least 3 times that no late fees or credit reporting would occur until 60 days from the date they took over servicing. I made my mortgage payment on XXXX XXXX. That is the day it is due. Freedom Mortgage should have had that payment transffered from XXXX XXXX, yet I have not seen it come out of my bank. Now, I am getting a letter telling me that I am late ... .and that they have reported it to the credit bureaus. This is the EXACT opposite of the information I received from XXXX separate representatives on their customer care line. In short, they lied to their customers. They can not tell me what happened to the payment I made online on XXXX XXXX. It has not been 60 days since they took over the servicing of this loan ... .why are they sending me debt notices before their 60 day grace period to me when I have a call record asking about the payment and a letter that I on XXXX XXXX explaining that I made the payment and ALL I wanted to know was what happened to it.
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| 01/23/2019 |
Yes |
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- Struggling to pay mortgage
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Web |
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We have been working with a HUD counselor since XX/XX/XXXX. In XX/XX/XXXX a lis pendens was put on our property. We have submitted all documents requested by Freedom Mortgage and they have been ve19ry slow to respond, We have asked them to allow us to pay our mortgage as they keep telling us we are responsible for payments during the slow process of evaluating our circumstances, but they will not accept any payments from us. The process of resubmitting documents went in for 3 months and we couldn't make any payments during this time. On XX/XX/XXXX we received a letter stating that we could not prove our case. We had requested that since we didn't receive the promised help during Hurricane Irma, we requested to have several payments put on the end of the loan, since we were out of work and had expenses due to the storm. We also had family members diagnosed with XXXX and several deaths which required us to travel. We could not produce every receipt they wanted because we didn't expect to end up in this situation, so they denied our claim and have told us that our only two options are to do a pre-foreclosure sale or a deed-in-lieu.
|
| 01/31/2024 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
- Private mortgage insurance (PMI)
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|
Web |
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In XXXX XXXX XXXX we received the escrow year projection for our mortgage. For some reason the PMI had jumped from XXXX to XXXX per month for no reason. We connected the mortgage company to have the PMI removed off the account. A written request was then sent in. The mortgage company then said we would have to wait til the balance was below 78 % of the value which the home was already at or we can pay XXXX for a property value evaluation. So, we paid the XXXX , Never got the evaluation from the company that did it. They said we had to get it from the mortgage company. On XX/XX/XXXX we finally got a letter saying the pmi would be removed on the XXXX day of the next month. Which should have been XX/XX/XXXX. But we where still charge ever month after that and the new escrow statement shows it for all of XXXX. I have enclosed the statement and the escrow statement as well.
The house was bought on XX/XX/XXXX for XXXX and the loan was for XXXX So at 78 % would have been at XXXX in XX/XX/XXXX the balance was XXXX They PMI should have been dropped then, but since the time of the load reaching 78 % will have still been charged the PMI.
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| 10/10/2019 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
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|
Web |
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During our re-finance process, we were contacted by more than 6 different team members. When trying to return phone calls or emails, I either wouldn't hear back, or would receive conflicting information. We were supplied our final disclosure 7 days prior to our closing date, then on the closing date, supplied a VERY DIFFERENT disclosure we had never seen before. Only upon inspecting the disclosure on THE DAY OF our closing ( when I had to specifically ask to see the revised disclosure - it was not provided voluntarily ), did I find that there were errors and issues with the disclosure. I had to call multiple people to re-schedule the closing date and have them correct the issues that would have resulted in us needing to pay {$1000.00} more in closing costs. Even then, we were not supplied a new disclosure until a few hours before our re-scheduled closing date a week later which STILL had errors. The level of incompetence I experienced where I had to check Freedom Mortgage team members work was simply unacceptable. If I had a choice and we weren't already so far into the process, I would have refinanced with a different company.
|
| 04/15/2016 |
Yes |
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- Loan servicing, payments, escrow account
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|
Web |
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I was a mortgage holder with Freedom last year. I proceeded with a refinance that closed at the end of XXXX, XXXX. For some reason there was an issue between the title company payoff and Freedom. This resulted in an outstanding balance on my account ( which should have been closed ). I received a bill for XXXX XXXX and called Freedom immediately. I was told by the customer rep that it was an error and that the account should be closed. I then received a bill in XXXX and called again. They were 'looking into it. ' After this call I engaged my new lender and their title company that had processed the transaction. I authorized the title company to speak with Freedom on my behalf. This whole issue was supposed to undergo a 'management review ' on XXXX/XXXX/XXXX. This is more than four months after the initial issue. Since that time the review has been pushed back to XXXX/XXXX/XXXX, and as of this writing ( XXXX/XXXX/XXXX ) I have not heard of any resolution. I have spent HOURS on the phone with Freedom trying to resolve this. It needs to be corrected NOW. My credit score has also dropped by over a hundred points since this began.
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| 01/13/2024 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
Older American |
|
See previous Complaint # XXXX. Regardless of complaint closure, I continue to disagree with FMC policy of maintaining $ XXXX annually, interest free, in escrow account. FMC claims " required '', which is not true - that amount is actually the maximum they are allowed by law to retain. Policy is unethical and unfair to customers.
FMC did subsequently agree to escrow ( re ) analysis, and I worked with rep XXXX XXXX during XXXX to accomplish. I paid the monthly principal and interest due ( {$1400.00} ) on XX/XX/XXXX, to avoid any late fee or negative credit reporting, even though XXXX XXXX previously agreed to waive any late fees. There were some reasonable delays in the process due to the successive XXXX and XXXX XXXXXXXX XXXX holidays. After the escrow ( re ) analysis was completed, I promptly paid the new ( reduced ) monthly escrow amount ( {$630.00} ) on XXXX. Despite our good-faith work together, FMC improperly delayed posting the XXXX payment amounts and subsequently reported the mortgage account as negative.
I paid the new monthly payment total amount ( principal, interest and escrow ) for XXXX ( {$2100.00} ) on XXXX
|
| 04/10/2021 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
On XX/XX/2021 a " hazard insurance '' fee was posted to our account in the amount of {$1900.00}. We called numerous times to figure out what this charge was since we called our homeowner 's insurance company and they verified that it was not from them. We made four calls to Freedom Mortgage trying to figure out why we were being charged this amount and nobody could tell us what it was for. We were charged a {$60.00} late fee, and our XXXX payment was put into escrow causing a non-payment because we did not pay this additional fee as we did not know what it was for. On XX/XX/2021 I finally spoke with a manager who said they took off our homestead act documents in error. They said they would reverse this error, however we had to pay the additional monies or our account would be in default. We were forced to pay the money and were told we would not get it back until we close our account with Freedom Mortgage. Again this month we were charged as if we did not file for the homestead exemption even though they have our documents on file. We will be in default again if we do not pay this money.
We need help.
Thank you, XXXX XXXX
|
| 08/16/2020 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
Servicemember |
|
We bought our home through XXXX XXXX in XX/XX/XXXX and our VA loan was transferred to Freedom Mortgage in XX/XX/XXXX. On XX/XX/XXXX, my husband received a call from XXXX at Freedom Mortgage regarding refinancing our home. My husband said he would look at the documents that XXXX would send but we weren't considering refinancing at this time. We received the documents the following week, reviewed them, and decided we were not interested in refinancing. My husband emailed XXXX on XX/XX/XXXX after Freedom Mortgage had already called him twice about refinancing. He communicated to XXXX that we were not interested in refinancing. Freedom Mortgage has called my husband every day for two weeks ( beginning XX/XX/XXXX ) about this application despite the fact that we have told them we are not interested. They have even gone as far as to tell my husband it was an " emergency '' and he needed to call back. A different representative from Freedom Mortgage calls him each day. We do not appreciate this sort of aggressive refinancing marketing and believe they are trying to get more money from the VA through this sort of refinancing scheme.
|
| 02/01/2024 |
Yes |
|
- Struggling to pay mortgage
- Foreclosure
|
|
Web |
Servicemember |
|
Freedom Mortgage using the law firm XXXX XXXX XXXX XXXX filed an illegal foreclosure on my home at XXXX XXXX XXXX, XXXX XXXX NJ XXXX while being protected by the VA moratorium. I received from XXXXXXXX XXXX XXXX XXXX XXXX XXXX NJ final foreclosure XXXX XX/XX/XXXX on XX/XX/XXXX. I am a Veteran with a VA XXXX rating of 30 % with 2 items pending and a 100 % XXXX rating from XXXX XXXX. I contacted both Freedom and XXXX to advise them that they filed an illegal foreclosure on my home. This mortgage is VAbacked and is protected from foreclosure under VA XXXX XXXXXXXX dated XX/XX/XXXX. I urge Freedom via phone on XX/XX/XXXX and email on XX/XX/XXXX to take immediate action to ensure XXXXXXXX XXXX XXXX submit an immediate order to vacate the illegal foreclosure documents with the XXXX XXXX NJ XXXX XXXX. I expressed to both parties that the severity of this situation can not be overstated, and steps must be taken promptly to protect my constitutional rights and property. As of today Freedom or XXXX XXXX XXXX have not responded. I am begging for your help to protect my home. Thank you XXXX XXXX XXXX XXXX XXXX XXXX XXXX NJ XXXX XXXX
|
| 11/02/2021 |
Yes |
- Mortgage
- Other type of mortgage
|
- Struggling to pay mortgage
|
|
Web |
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We are not struggling to pay our mortgage, per se. Rather, we are ready to start making our Regular monthly payments. I have a USDA LOAN. On XX/XX/XXXX I entered into a forbearance plan. I was told at that time, when the forbearance was over I could resume making regular monthly payments and defer the forbearance amount to the end of my loan. The USDA guidelines for Forbearance under the CARES ACT states the same. I do not have to pay a lump sum at the end of the Forbearance. I called Freedom Mortgage as my Forbearance ends on XX/XX/XXXX. I stated I wanted to resume making my regular payment and defer the Forbearance amount to the end of the loan. They said I have to go thru Loss Mitigation steps and reapply for a XXXX XXXX. This is NOT what I was told and the USDA guaranteed loan website states the same thing I was told at the beginning of my Forbearance by Freedom Mortgage ( XXXX ) I just received paperwork to " apply '' for a Hardship Loan when I already have an USDA Loan. My USDA loan should go back into effect and the payments deferred to the end as I was told by Freedom Mortgage and as the USDA.gov website specifies.
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| 03/01/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
|
On XX/XX/XXXX, I received a past due notice on my property taxes by XXXX XXXX XXXX. These taxes have not been paid by Freedom Mortgage since we purchased the property in XXXX. I called Freedom Mortgage and they advised me to submit an email to their Customer Service center and they would research the issue and have it paid within ( XXXX ) business days. Since then I received an email from them stating that they would have to research the issue and would have me a answer by XX/XX/XXXX. To date XX/XX/XXXX they keep telling me that they are trying to get in contact with the XXXX XXXX XXXX office but the County said they have heard nothing from Freedom Mortgage. I have emailed them the phone number, statements and follow up on a weekly basis and was told they will have to research the problem again. My property goes on a `` County for sell List '' on XX/XX/XXXX if this is not paid in full. I make all of my payments to Freedom Mortgage on time and have never been delinquent on a payment. There is an escrow account set up for this property through Freedom Mortgage and they have failed to make the appropriate payments for taxes.
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| 02/10/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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Freedoms Mortgage is the company.
I have an escrow account attached to my monthly bill. Last year the escrow was short, so they increased the monthly amount.
I called on XX/XX/22 and discussed this, saying I could add the remaining balance to my escrow, and that I could then keep my monthly postmen, and to call back on XX/XX/22 to confirm.
I called back and was told an escrow review would need to be done before the payment can officially be changed back, and to call on XX/XX/22 for an update on the results of the review. I called on XX/XX/22 and told the review was submitted, but never followed through, and it would take 4 business days.
I called today XX/XX/22 as instructed, and was told the increased monthly bill can not be changed, even though I paid the balance on the escrow ( which was verified ).
I was told there is nothing I can do, there is no way to get my payment lowered.
I am frustrated, at the end of the year, my escrow account will be over the allowed limit, and they will have to refund me money, and probably increase my payment again.
I am just trying to keep my monthly payment the same as it was..
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| 10/25/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I purchased a house with XXXX Mortgage in XXXX. In XXXX of XXXX, I started a PMI or mortgage insurance removal request with XXXX because the equity in the house had reach the threshold for PMI removal at 20 %. I preceded with XXXX instructions and provided a written letter along with a " reappraisal '' fee. In XXXX of XXXX, appraisal agent came to the house and appraised the property.
In XXXX of XXXX, XXXX sent a letter to me informing me that they had sold my mortgage to Freedom Mortgage, beginning XX/XX/XXXX. I called and talked with XXXX weekly throughout XXXX, hoping to have the PMI removed before XX/XX/XXXX. By the last days of XXXX, it did not look like XXXX Mortgage would complete the request.
In XXXX of XXXX, Freedom Mortgage took over the loan. I preceded to call and ask about the progress of my PMI removal. On XX/XX/XXXX, Freedom Mortgage called to say that the request was denied and that I did not meet their LTV ratio. The loan has over 25 % equity or LTV ratio, so this finding seems false. Freedom Mortgage 's own website states that PMI removal can be requested at 20 %.
Please advise and assist.
Best,
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| 02/11/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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I refinanced my home mortgage with another lender and closed on XX/XX/XXXX. The mortgage to be paid off was with Freedom Mortgage. The disbursement date was XX/XX/XXXX. Around the same time, the servicing of the Freedom Mortgage mortgage was transferred to XXXX XXXX. Freedom Mortgage was paid in full ( {$340000.00} ) as part of my refinance but the funds were never transferred to XXXX XXXX to close out my mortgage with Freedom. I am now receiving late notices from XXXX XXXX due to the fact that Freedom did not close out the loan nor transfer payment to XXXX XXXX to close out the loan. I have called Freedom Mortgage repeatedly ( XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, XX/XX/XXXX XXXX XXXX. I have also faxed a copy to Freedom Mortgage of the wiring info showing payoff payment information ( copy attached ). I have spoken with XXXX XXXX and they still show my loan as open with them. Freedom Mortgage has been uncooperative with no direct phone number or email address to assist in resolving this matter. I continue to contact Freedom Mortgage on a daily basis and I am constantly placed on hold with no resolution.
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| 12/21/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
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Web |
Older American |
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My brother passed away XX/XX/XXXX, of this year, the property at XXXX XXXX XXXX XXXX, XXXX , Ca was transferred to me by transfer of death deed legally. The property was sold in XXXX and the title company needed a pay off amount which Freedom Mortgage wouldn't give them until several phone calls were made. On XXXX XXXX I received an escrow refund check in my brother 's name which couldn't be cashed because my brother is deceased. I call Freedom and was told they would send to me by direct deposit which a week later didn't happen, then they told me a special check would be sent in a couple of weeks with my brothers name/successor, that didn't happen and then they told me they didn't have my address, I then talk to a supervisor name XXXX and he told my banking info and said it would either be direct deposited or a new check would be sent and if I didn't receive by XXXX XXXX to call him. I just got off the phone with him and he has no answer at this time and said he will call me by the end of his day with an answer.I also received a letter date XXXX XXXX stating that it was confirmed that I'm the owner of the property. XXXX
|
| 12/02/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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My mortgage on the payment that reached 20 % of original appraisal value was sold to Freedom Mortgage. OnXX/XX/XXXX I wrote Freedom Mortgage and requested PMI be removed. They exercised their right to force a new appraisal ( even though home values have went up 20 % ) and due to the cost of appraisal wiping out the difference I decided to wait until the 22 % mark was reached where they are required by law to drop PMI.
They have not removed PMI charges against me even though I have exceeded 22 % of original appraisal value. Once they charged me PMI after exceeding 22 % I wrote them again on XX/XX/XXXX informing them of the homeowners protection act and demanding PMI be removed going forward. I received a generic canned response and on XX/XX/XXXX they again charged me PMI.
I have never been late on a payment in fact I have made additional principal payments each month. My current loan remaining is XXXX ( not including the payment today. ) with an original appraisal value of XXXX. According to the Homeowners protection act they are required to utilize the original appraisal value and are required to remove PMI at 22 %.
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| 08/21/2017 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
After refinancing my mortgage a few years ago, the loan was sold to Freedom Mortgage. For much of the past two years of this relationship, this company has a knack of not properly applying my payments. I 've made more than 2 dozen phone calls to rectify these misapplications, have spoken to managers, and have submitted a formal complaint. Since their response to my letter, they have screwed up the subsequent 3 monthly payments. They choose to ignore what I write on the remittance advice and now thanks to their own advice, even instructions on the memo field of the check. Alas, they insist on applying my monthly payments to future months and curtailing the remainder rather than applying all the additional funds to principal. If I was no longer concerned with the accuracy of my account, I wonder when I make my final payment around the summer of XXXX whether I will receive the title then or when they have my payments applied out to sometime in XXXX. I am not interested in making double payments each month to escrow and interest ; I want my house paid off ... and not have the XXXX incorrect when I have to do tax preparation.
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| 02/19/2016 |
Yes |
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- Loan modification,collection,foreclosure
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Web |
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I have received continuous collections calls from my mortgage company, Freedom Mortgage. on Wednesday, XXXX at XXXX MST, Thursday XX/XX/XXXX at XXXX MST and today, Friday XX/XX/XXXX at XXXX and spoke with XXXX who identified her " teller ID '' as XXXX. I also continue to receive several offers for FHA Streamline refinancing, which is ironic, because Freedom Mortgage nearly foreclosed on my house just a few months ago. I 've contacted the numbers provided on the offers and have been informed by several employees that I should not be receiving these offers and should not be receiving collections calls because the payments are being made by a third party due to the HHF program I am currently on. Freedom Mortgage continues to exhibit the bondage of the predatory loan they originated, as my home in just 16 months is nearly $ XXXX under the value, although it was a new build. They begin foreclosure processes, offer FHA Streamline and call for collections, all without knowing what one department is doing versus the next. I would like for some remedy to occur for the constant harassment I experience through and from this lender.
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| 03/16/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Freedom Mortgage sent me a projected escrow analysis in XXXX notifying me that my payments were increasing over {$700.00} a month. They claimed based on their analysis my escrow had a shortage and they projected I would owe {$10000.00} from escrow along with a current shortfall. I am XXXX. I filed homestead exemption and my actual tax is {$1200.00} a year. My home is insured at XXXX XXXX and my insurance is {$2000.00} a year. They also take {$51.00} a month for mortgage insurance. Theis is {$3800.00} not XXXX. When I started reviewing the statements there are all sorts of phony withdrawals that when I ask them to explain they stated that occurred before the loan transferred to Freedom. So the customer service rep was rude, arrogant and more or less said they are paying the bills sent to them without investigating the source and passing the charges to me. I cant do anything else. I should not have too. I have statements from my insurance and tax stating what I really should owe from my escrow. Someone is stealing and I have multiple unexplained phony withdrawals from my escrow account and can not get acceptable answers.
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| 03/04/2019 |
Yes |
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- Trouble during payment process
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|
Web |
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Freedom Mortgage ( Loan # XXXX ) has not followed the rules clearly outlined for mortgage servicers by the CPFB under the Dodd-Frank Wall Street Reform and Consumer Protection Act of 2010 and is therefore in violation by not identifying and communicating with " successors in interest '' since the demise of the original borrowers. As requested by telephone discussion with Freedom Mortgage on XX/XX/XXXX, court documents and death certificates were submitted ( emailed ) to them confirming the death of the original Borrowers with property being willed to their daughter who also resides at the residence. Freedom Mortgage sent confirmation of receipt of those documents. Despite numerous documented directives and communications since, Freedom Mortgage has not contacted or communicated to the heir and has rendered further harm to the " successors in interest '' by postponing required actions, not communicating loan information, unilaterally paying erroneous taxes assessed on the property without consulting the " successors in interest '' and has now tendered a notice of default with intent to initiate the foreclosure process.
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| 04/27/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
|
|
Web |
Older American |
|
Last fall, Freedom Mortgage informed me that they had not received notification of the renewal of my home insurance. Twice I uploaded the info to their website but the website apparently didn't work. On the third attempt XXXX XXXX XXXX, XXXX ) I succeeded. I received an email response that " No further action is required at this time '' ( email attached ). Nevertheless, Freedom Mortgage took {$400.00} ( to escrow for insurance XXXX from my bank account, without permission, on XXXX XXXX, XXXX and again on XXXX XXXX, XXXX XXXX statements attached XXXX.
I had decided to refinance anyway and on XXXX XXXX, XXXX, this loan was paid off XXXX payoff attached ). The attached " History '' provided by Freedom Mortgage shows that on XXXX XXXX, XXXX they paid {$2100.00} and refunded {$1200.00} with the payoff refund. For the last three months, I have requested the difference of {$810.00} several times by phone, and once by written correspondence. To date I have been told that " you don't understand '' how this works and that once the account is closed they " can not do anything ''. This is unacceptable.
Thank you for your help.
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| 08/23/2017 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
|
|
Web |
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Dear Sirs ; I recently called Freedom Mortgage to discuss removal of the 30 day late that was reported on my credit that I was unaware of and was asked to put it in writing and send for their consideration, which they quickly declined.
The issue is, I was not aware the auto-pay payment had not been processed til I received a alert from my credit tracker advising of the 30 day late. Note that I was not notified at all by Freedom Mortgage until after they reported the 30 day late.
I even called the automated system and it said my next payment was due in XXXX. I could have easily taken care of this immediately had someone let me know sooner.
I asked them to grant me the courtesy of removing this late from the credit bureaus as it is causing me much stress as it has negatively affected my credit rating. I always pay on time, and have this on autopay since I first got this loan so I could set it up to pay automatically to ensure things get paid on time and am very disappointed this happened despite being on automatic.
Thank you for your consideration, I do hope you are able to help me.
Blessings to you & thank you
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| 05/17/2019 |
Yes |
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- Trouble during payment process
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|
Web |
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I submitted a complaint on XXXX XXXX regarding freedom mortgage XXXX. Since taking over my account they have not properly performed the escrow analysis on my account with the schedule escrow timetable. I was told that my escrow analysis would be performed in XX/XX/XXXX. The original complaint that I filed with the CFPB states that they would also perform the analysis in XX/XX/XXXX. Freedom mortgage still has not complied. As a result Im paying more towards my escrow then I should instead of my principal. The last time they performed an escrow analysis was in XXXX of XXXX, which is again not the timetable for homes in Wisconsin. They continue to do my analysis on the date they took over my loan. Freedom continues to pay little regard to the large nominal difference in my payments for homeowners insurance. Then instead of paying me out for overpayment on my escrow they find ways to say Im short. This lender again isnt in compliance and isnt properly handling my account. Now that XXXX has passed im again requesting an escrow analysis be done on my loan outside of the schedule since they again didnt do as they promised.
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| 12/08/2023 |
Yes |
|
- Trouble during payment process
- Escrow, taxes, or insurance
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|
Web |
Servicemember |
|
I received a letter in early XX/XX/2023 from my mortgage company Freedom Mortgage about not cashing my escrow refund check yet that they apparently sent out in XXXX or XXXX of 2023 and that they wanted to know why or that I was going to lose out on it. I NEVER received or even knew one was coming. I call the company about it and tell them I never received anything so after some discussion they said they canceled that check and sent another one. A month goes by and I call back and again it is the same thing of " ooo weird I wonder what happened '' and they " cancelled the check and issued a new one ''. This process has been repeated three times now and I still have not received my refund which includes an amount a little over $ XXXX. I asked why it cant just be wired since I can wire them money and they stated " The only exception to wire money is if there are two names on the mortgage and one of them is now deceased making cashing the check impossible ''. So they wont wired the funds, they won't put a tracker on the check in the mail but just keep " sending it out and hoping it makes it but wonder where it goes ''.
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| 01/20/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
|
We applied to refinance our loan back in XXXX to refinance our home loan. After 30 plus days of no response I filed a complaint with CFBP. I heard back from Freedom right away. It has been 60 days now with no contact. I have left a number of messages and sent numerous emails each week requesting updates. I have contact XXXX XXXX, XXXX XXXX, XXXX XXXX, and XXXX XXXX. I emailed on XX/XX/2020, XX/XX/2020, XX/XX/2020, XX/XX/2020, XX/XX/2020 and XX/XX/2020. In between all of those emails requesting updates I have left messages. I am at a loss as what the issue is with the loan. We have credit scores over XXXX, we have enough income and the appraised value leaves us with a LTV under 80 %.
I would greatly appreciate it if someone at Freedom would contact me and let me know what the issue is with the refinance and more importantly respond to any of the emails/calls. I would never treat a customer in such an unprofessional manner as to how this company has treated us. If they had not already pulled our credit I would have gone with another lender. I don't believe in rate/lender shopping with multiple hard pulls on credit.
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| 12/08/2020 |
Yes |
|
- Trouble during payment process
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|
Web |
Servicemember |
|
On XXXX XXXX, 2020 I called my insurance company to file a roof damage claim from a storm that occurred in our area. This was a three way phone call with myself, the insurance company and a roofing contractor. Approximately 12 hours later i received a call from my supposed insurance company stating that my policy was cancelled in XXXX 2020 due to non-payment. I was also informed by them that they had contacted my mortgage company ( Freedom Mortgage ) informing them that if payment was not made my policy would be cancelled.
Upons multiple conversations with Freedom Mortgage, they told me on several occasions that i do have current insurance, however XXXX XXXX insists that i do not.
I have tried multiple times to contact Freedom Mortgage about their failure to pay my insurance premium with no reason or return phone call. We have been without insurance for 5 months, and had i not filed a damage claim i would have never known. Freedom Mortgage refuses to return any of my calls, thus due to their failure to assure that insurance was paid for from our escrow account,, they are responsible for this lapse of coverage,
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| 02/01/2018 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
|
|
On XX/XX/XXXXI received a call from XXXX teller number XXXX my single point of contact from XXXX Mortgage. I told her that I was concerned about the Default letter that was dated XX/XX/XXXXdemanding all past due payments by XX/XX/. I have already made a payment on XX/XX/ XXXX. I turned in a loss mitigation packet and I explained to her that I will not be able to pay all past due payments by the XX/XX/XXXX. I told her that I will receive a profit sharing check on XX/XX/XXXXwhere I could catch up on all payments past due totaling XXXX. She responded that they sent a another Default letter onXX/XX/XXXX giving me until XX/XX/. I have not received that letter as of todays dateXX/XX/XXXXXX/XX/XXXXShe also said my loss mitigation packet is complete and under review as of XX/XX/XXXX My concern is I DON'T have any documentation stating what I'm being told. I afraid this company is going to foreclose on my property. I have talked to several reps and I am getting told different things. Please can I get some straight answers because it seems that my last resort is going to be filing bankruptcy. This is not what I want to do.
|
| 07/24/2021 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
|
|
|
Web |
Servicemember |
|
I was given an insurance check that needs the banks endorsement before we can get our roof fixed. Freedom Mortgage told us that it was a 7-10 day process unless we paid to over night the check and sent a prepaid over night return envelope with it. We paid for the overnighting because we actively have water coming into our home doing more damage every time it rains. We overnighted the check on Monday XX/XX/XXXX and they received it on the XXXX. Today is the XXXX and we still have not received the check back and the tracking number says that they havent even mailed it. I have talked to numerous reps and all show the check received, in processing, account in good standing, and that it should simply be a rubber stamp and returned. I spoke with a manager on XX/XX/XXXX named XXXX that said she would find out what the problem was and call me back by the end of the day. I have not heard anything from her. Freedom Mortgage has been terrible and misleading in this process. As much money as we pay them and the amount of vested interested they have in our home they should bending over backwards to ensure it is taken care of.
|
| 11/16/2022 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
Servicemember |
|
I applied for a loan modification last year in the month of XXXX, the company Freedom Mortgage after verifying that they received my documents never completed the process. I called the company over and over for the status of the modification in which they just never processed it. After a almost a year of waiting for them to do something, the delinquency reached a whooping {$15000.00}. Around this time I had to reach out to XXXX XXXX for assistance to save my property from foreclosure in which they assisted with the debt. Freedom Mortgage gave the city the wrong payoff amount to cure the problem thus leaving a remaining battle to become current. Again after receiving these monies they requested that my documents were missing and to apply for again with updated documents which I did. Up until this very date they still have not started the process of modification and the balance is again rising. The company has also sent me a demand letter for the past due payment and are threatning foreclosure. Freedom Mortgage has shown gross negligence in this process and I am looking to seek legal counsel to consider a lawsuit.
|
| 05/24/2020 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
|
I have been going thru a refinance with Freedom Mortgage for over a month and a half now. They have made multiple errors, that have delayed the closing. First error was not contacting me for documentation needed for loan. Second they withdrew a mortgage payment on XX/XX/XXXX that was canceled days ahead of time, so we could close on XX/XX/XXXX. They did not contact me that payment was pulled from our account, nor did they inform us the closing was cancelled. We set a closing date for XX/XX/XXXX. They cancelled that without informing of a situation that they claim to be " miscommunication ''. Then I spoke with a Mrs XXXX. She told me that we are set up for closing on XX/XX/XXXX and that she will call and send me closing docs on XX/XX/XXXX. She has also given me her direct line in which to call at XXXX on XX/XX/XXXX in order to review those docs in the case she didnt contact me. I gave her 2 calls on the XXXX of XXXX to which she never responded. Today is XX/XX/XXXX less 3 business days before closing and I have yet to recieve a phone call or email from anyone at Freedom Mortgage or any affiliates at this company.
|
| 03/12/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
Servicemember |
|
XX/XX/XXXX locked in a rate XXXX signed a rate lock extension XX/XX/XXXX have not received any updates I am in the process of refinancing VA to conventional. I locked a decent rate in mid XXXX. I have filled out and returned all documents asked of me in a timely manner and they had to do a 14 day lock extension. I have had 4 different customer advocates. I have not spoken to my loan originator once. It is very difficult to get anyone to email me back or get in touch with anyone at their company. Every time I call they state that they do not have an assigned customer advocate for me. I have gotten a number for a refrigeration company in XXXX. It was the number this mortgage company gave me. I have tried everything including a complaint with a manager and she stated this loan would be expedited back in XX/XX/XXXX. Rate lock ends XX/XX/XXXX and because of the rise of interest rates in the last 3 months I truly believe they are doing everything possible to keep me from receiving this rate. I even tried to refinance with another company in XXXX but because of the rise of interest rates they were unable to match it.
|
| 03/22/2016 |
Yes |
|
- Loan modification,collection,foreclosure
|
|
Web |
Older American |
|
Servicer once approved me for Loan modification and forward information over the phone on XXXX/XXXX/2016 spoke with both XXXX XXXX XXXX @ Freedom Mortgage. Few days letter, XXXX who is the point of contact told me that loan has been denied because my investor did not approve for modification. On XXXX/XXXX/2016 I received very brief mail from Freedom mortgage regarding my modification has been denied due to Insufficient Income. They are telling homeowner different answer to denied them for modification. Homeowner is XXXX Veteran currently receiving VA XXXX & VA XXXX. When we spoke with them, we requested what income underwriter used for modification review but point of contact is not able to provide the information to us at all. They sent denial letter dated XXXX/XXXX/2016 does not stated any detail information on NPV inputs and ask Homeowner to appeal the process in 14 days in writing but did not provide me where to send appeal in writing. This mortgage has been transferred from XXXX XXXX to Freedom during my modification is being review. I am XXXX Veteran and this is VA loan. I would like to keep my property.
|
| 06/29/2015 |
Yes |
|
- Loan servicing, payments, escrow account
|
|
Web |
|
|
I paid an escrow amount of XXXX in XXXX 2015. Since then I have been fighting with Freedom Mortgage every month regarding my payments because they did n't apply my escrow payment, then they started withdrawing higher amounts to cover the additional escrow fundings. Then in called in XXXX stating all these issues, they said oops their fault they will fix everything, they put the blame on XXXX, I said you are the same company with XXXX different names so the blame stays with you. I need my issues fixed, this is my XXXX mortgage, I never had any issues with my XXXX home loan. I received a statement dated XXXX/XXXX/2015 and it says I missed a payment of XXXX ( my payment is XXXX ) I have unapplied funds of XXXX and now they want me to pay XXXX. I called and spoke with XXXX XXXX, she said it was a mistake it 's all fixed now. I explained Freedom Mortgage has been saying this since XXXX and it 's not not fixed, I am filing a compliant. This company needs to be looked into at the highest level, and same with XXXX, because between the both of these companies something is not right, and the consumers are paying for it.
|
| 01/29/2020 |
Yes |
|
- Trouble during payment process
|
|
Web |
|
|
I sold my home on XX/XX/XXXX. My loan with Freedom Mortgage was paid off in full on November 5, 2019. I have not received my escrow refund of {$2100.00} yet, and it has been almost three months. I have tried resolving this issue with the company several times.
I was initially told that my mail was being returned undeliverable. I contacted my local post office and was told that this was not true. I received mail every day to the same address Freedom Mortgage had on file without issue. Freedom Mortgage never provided me with any proof that a check was ever mailed out or returned undeliverable.
I then provided Freedom Mortgage with a different address to send the check to and I was told that I would receive it within 7-10 business days. I have not received anything. I spoke with a supervisor again today ( XX/XX/XXXX ) and was told that it still had not been mailed out but it would be and they would try to put a tracking number on the package.
Each time I call I receive a different answer as to when I should be receiving my refund. The customer service representatives have been extremely rude and unhelpful.
|
| 06/15/2019 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
Freedom mortgage company 's insurance department made an error at the end of XXXX but writing a check to the wrong homeowners insurance company. That check was then cancelled but the money wasn't refunded to the escrow account for over 5 months. This caused my monthly payment to increase do to there now being a shortage in my escrow. For 5 months, they denied that there was an error and that my account was short. Once they located the money in the amount of {$2200.00} it took long after the close of the mortgage for the money to be placed back in our escrow. The mortgage closed out on XX/XX/2019. I've called the company only to be told that a ticket will be issued for a request for the funds to be funded many times. The money should not have been missing in the first place, nor should I have been charged a fee at closing for having an escrow shortage. I've asked that they expedite the refund back in XXXX. Was told 7-10 days for a check to be written. Still on XX/XX/2019, there isn't a check issued. Another request was issued today. I have lost faith in freedom mortgage company 's ability to refund this money.
|
| 10/28/2017 |
Yes |
|
|
|
Web |
Older American, Servicemember |
|
To Whom It May Concern I have a VA Mortgage with Freedom Mortgage Co. beginningXX/XX/XXXXXX/XX/XXXXand as ofXX/XX/XXXX, I was contacted by Freedom Mortgage that I was eligible for a IRRRL Loan and to contact them by Phone. ( Notice datedXX/XX/XXXX ). I called and spoke with a man named XXXX XXXX, a VP for Freedom. I was told the new Mortgage would lower my payments and there would be no out of pocket cost and no added cost would be added to the original Mortgage.The new Mortgage went down from {$1300.00} to {$1200.00}. On XX/XX/XXXX, I received a statement that Freedom Mortgage had taken my escrow money for the sum of {$2100.00} and that the new projections show that I was in the hole for {$770.00}. See XX/XX/XXXXStatement. There was no mention at any time that Freedom Mortgage would take my escrow account and then raise my Mortgage Payments. My new Payment is {$1300.00}. I tried to contact XXXX XXXX but he will not answer his phone, and Freedom 's customer relations, or other departments offer no solution. I just found out about CFPB and hope you can help resolve this problem one way or the other. Sincerely
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| 09/28/2023 |
Yes |
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- Struggling to pay mortgage
- Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
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Web |
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The mortgage company platform has used predatory practices to secure me into a mortgage and use methods of credit reporting platforms which were not accurate or updated. The technology was immature and all done virtually which was not verified or authorized. The conventional loan I should have been able to qualify for was denied and I was forced to pay mortgage insurance and a higher mortgage premium instead. The current housing market and economic growth paired with job losses for me have resulted in a total loss of income and apparent opportunity to take a home I have put my life savings into. I have been a victim of a predatory mortgage system in the USA by both the conventional home loan and FHA home loan practices and if forced to give up this home due to job loss and income will continue to cycle of punishment to people like me who are trying to achieve a safe livable environment that I had to jump through incredible hoops to achieve and accomplish. Full loan forgiveness is requested in addition to seeking payment to maintain and improve the property as long as I am living on the property and dwelling.
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| 03/01/2019 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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Freedom Mortgage Corporation sent me a loss mitigation package I have sent them duplicate request proof of hardship papers proof of disabilitys etc XXXX XXXX Tracking Numbers etc a total postage totaling {$360.00} I have dotted all I 's and crossed all t 's every time I send one thing they state I am missing another, they generate another exscuse duplicating request I Believe causing much confusion they send out investors to my home RECENT XXXX sitting in front of my house taking pics ( GUN POINT SUSPICIOUS ACTIVITY ) caught on close circuit TV gentlemen stated he was in the Investor Pool and wanted to know if interested in letting it go CASH MONEY Freedom Mortgage obviously gave out new recent phone number to residence and getting 5 to 6 call a day asking me to sell this has been going on since XX/XX/XXXX On XX/XX/XXXX @ approximately XXXX XXXX Operator @ XXXX Recorded XXXX states now she wants to regulate Deposits on boarder I have already submitted she was very rued Freedom Mortgage Is violating the guide lines of the FHA RULES and claiming I am not complying as well I feel there pulling Insurance scams
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| 08/21/2018 |
Yes |
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- Incorrect information on your report
- Account information incorrect
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Web |
Servicemember |
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I was under forbearance due to hurricane Irma and called every month asking status of the cap an extend. I was told dont worry about it and it was still being approved and their backed up. I stated I wanted to start making my payment and was told not nessary. Then after 8 months was told va approved it if freedom mortgage did two things. They refused so it was not approved and I was told I owed XXXX right now and they reported on my credit. I argued that they need to give me 30 days to make some arrangements. After a lot of arguing and filing a complaint with cfpb they agreed to payment arrangements and removed off my credit. I have made every agreed payment and now half way thru the agreement they started reporting on my credit reports that Im late and its not correct. I have made every payment as agreeded. The refuse to remove it again. This is unfair to me and still seems as it has all along as predatory lending and they are trying everything to get the house. I have XXXX payments left under the agreement and they are damaging me by in correctly reporting that I have not payed as agreed and am delinquent.
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| 03/09/2017 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
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On XX/XX/XXXX I refinanced my VA home mortgage with XXXX XXXX XXXX XXXX in the amount of {$220000.00} with a monthly payment of {$1000.00}. ( See enclosure BBB_ Complaint Case ID # XXXX ). This mortgage was subsequently purchased by Freedom Mortgage Company. As you can see from XXXX I have been paying {$1400.00} every month on time. Then in XX/XX/XXXX my payment was raised to {$2200.00} ( See XXXX ). I contacted Freedom Mortgage and they told me the increase was caused by a mistake at the XX/XX/XXXX settlement on the amount of property taxes and that they were going to spread the " arrears '' out. A new payment in the amount of {$1900.00} ( See XXXX ). I filed a complaint with the Better Business Bureau and Vice President XXXX XXXX XXXX confirmed the increase was due to a mistake at settlement. ( See BBB_ Complaint Case ID # XXXX ) Therefore due to a mistake at settlement and that mistake not being caught by XXXX or Freedom Mortgage, my monthly payment has increased by {$480.00}. I feel this is either incompetency or the part of XXXX mortgage companies or a predatory loan I never would have agreed to in 2015
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| 07/06/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I can not make a payment online for my mortgage with Freedom Mortgage. It continues to happen month after month. After I log into my account, a pop up shows up and says I qualify for a lower rate and says I can either call to find out more about it or " Continue to My Account. '' Every time I click " continue to my account '' it recycles the page and pops up the window again without letting me have access to the online payment. Therefore I am not able to make my payment online unless I try over and over and over again. This month, I have not been able to get past the gauntlet. It has prevented me from making my payment on multiple occasions. I've tried calling the number on the pop up to tell them what is happening, but the phone number only connects to the refinance department and they transferred me to another number that disconnected. This happened on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. I am trying to make my payment on time but can not access the online payment option that is advertised by Freedom Mortgage. I am attaching a copy of the image that pops up repeatedly online when I log into my account.
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| 08/17/2018 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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Freedom Mortgage bought our loan from some other lender, why don't we get a say in this?
But the real problem comes with our tax escrow check being held while we are exempt from property taxes. In XX/XX/XXXX of this year we finalized our XXXX XXXX XXXX veterans exemption with our county assessor. In Illinois I am exempt from property taxes. Freedom Mortgage paid the taxes to our county and the county refunded the funds back to them in XX/XX/XXXX, it is almost XX/XX/XXXX now and they are still holding our check! My wife has made approximately 20 phone calls with no real results. She eventually got the " privilege '' of speaking with a manager, who basically lied to her stated that he/she was going to take care of this and now he/she will no longer respond to our calls! Why would they need to hold my money for over two months?
This is XXXX XXXX and i have been a XXXX Veteran for more than a decade. I have alot of time on my hands and I will copy and post this complaint to every website out there until I get MY MONEY back.
Freedom Mortgage, you know how my address, I will be checking the mailbox ... ... ..
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| 01/31/2022 |
Yes |
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- Trouble during payment process
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Web |
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According to Freedom Mortgages FAQ page, addressing the amount of escrow that " may '' be required, is as shown on their website, What is a min escrow balance : " The actual amount of taxes and insurance paid may be higher than were estimated. To ensure the escrow account has sufficient funds to cover the amount of the bill at the time of payment, you may be required to keep a minimum balance in your account at all times. The minimum balance varies by state but will not be more than two months of your monthly escrow payment. '' ( copied from https : //www.freedommortgage.com/frequently-asked-questions? XXXX ) Each year I am sent a letter advising me that my escrow is increasing due to a shortage. However, there is three sometimes fours times as much as required. Last year I finally was able to get them to give me some of the abundance that has accumulated.
I ended the year with more than {$600.00} in escrow, I have more than {$800.00} now, and with no payout until XXXX.
Please tell me why my escrow need to increase, and therefor my house payment?
Why are you keeping 3.5x 's the amount needed in escrow?
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| 01/29/2021 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I called freedom mortgage on XXXXto let them know I found a different flood insurance company alot cheaper previously what I was paying. It's was my first time acquiring a different insurance company. I let her know on XX/XX/21 my flood insurance expires. She said we sent a renewal check to the original flood insurance on XX/XX/21, she said she would try to stop payment. On XX/XX/21 my new flood insurance sent the paper work. She did not upload it till XX/XX/21. And my old flood insurance cashed the check she never stopped payment. And freedom mortgage did not upload my renewal for my homeowners either it says expired They have not sent a check to the company 's yet. What the representative put in the notes is not what she told me I asked her should I call my original flood insurance and cancel she said you can if you want or you can let it cancel on XX/XX/21 she denieing she told me that. And on XX/XX/21 I also asked about streaming lining they said someone would get back to me via email or phone call. There's no note once again of me acquiring that. They still have not paid my new flood insurance either.
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| 07/14/2022 |
Yes |
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- Struggling to pay mortgage
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|
Web |
Servicemember |
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So for the past 4 months now I have been actively trying to work with freedom mortgage loss mitigation department in trying to find a way to get back on track with my mortgage and every time I call it's always a different excuse I have been working with my regional veterans affairs mortgage representative that I was assigned and on XX/XX/2022 I resubmitted there packet as instructed and the VA representative got a 30 day extension giving the lender ample time to review the packet and correct the mortgage loan but instead of them doing there jobs they never reviewed the packet which the VA representative has all the correspondence between them where the extension was approved for this purpose but instead of them reviewing the packet and moving forward with fixing the mortgage loan they just ignored the packet and the extension and went through with the foreclosure sale inside of the 30 day extension that was approved and they never sent out the letter stating the date and time of the sale to me so I feel that I am being discriminated against and unlawfully treated on the grounds that I am a XXXX veteran
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| 07/03/2022 |
Yes |
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- Trouble during payment process
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|
Web |
Older American, Servicemember |
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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
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| 12/28/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan modification,collection,foreclosure
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Web |
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On XX/XX/2016 my wife and I sent an overnight package containing documents for possible loan modification to Freedom Mortgage 's loss mitigation department. I have called multiple times to check on the status of our case, Freedom Mortgage tells us form XXXX is missing, but then Freedom Mortgage verifies later that the document has been received and the loss mitigation department needs to evaluate the form and for my wife and I to call back several days later and check on the status, but when I call back, again Freedom Mortgage claims they still need the XXXX form, but after checking find the document and tells me to again call back and check the status. This has been ongoing for several weeks now. My wife and I have done everything possible to reach out for assistance from Freedom Mortgage. It seems they are trying to discourage us from proceeding and to give up. We sent the revised XXXX form on XX/XX/2016 and we have been waiting for our possible modification to move forward. We were told a single point of contact will be assigned to us within the loss mitigation department, this has not happened yet.
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| 04/22/2021 |
Yes |
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- Trouble during payment process
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|
Web |
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In XXXX of XXXX, I received a Supplemental Property Tax Bill for fiscal year XX/XX/XXXX to XX/XX/XXXX in the amount of {$1800.00}. My first installment of {$910.00} due XX/XX/XXXX and second installment due XX/XX/XXXX.
I did not have the money to pay the total, but did manage to pay the first installment on XXXX XXXX. Meanwhile, Freedom Mortgage paid the full {$1800.00}. The XXXX XXXX cashed both our checks, and on XX/XX/XXXX returned the overage of {$910.00} to Freedom Mortgage.
In XX/XX/XXXX, I received a statement from Freedom Mortgage stating that, to pay off the {$910.00} which FM wound up paying, my new payment would be {$1500.00}. ( I WAS paying {$1500.00}. ) I have been paying {$1500.00} since XX/XX/XXXX. It should be paid off by this XX/XX/XXXX, and my payment should go back down to {$1500.00}, I would have assumed.
However, today I receive a new statement from FM saying my escrow has gone up forcing a new monthly payment {$1900.00} ( from {$1500.00} ), an increase of {$370.00}.
There was no increase in taxes, insurance, or interest. It is apparently a mismanagement of the escrow account.
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| 07/01/2020 |
Yes |
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- Struggling to pay mortgage
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Web |
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Hello, in XXXX of XXXX I lost my full time job after working for this organization for 14 years. The same time was diagnosed with XXXX XXXX. I applied for loan modification with my mortgage company, was approved. My modification will end in XX/XX/XXXX, COVID-19 broke out. I received a letter/form from my mortgage company about COVID-19 Protection Program, I signed for it.
I started paying my mortgage because I am afraid that I am going to be so behind and end up not being able to afford to keep the mortgage current.
I called my mortgage company, inquire some more help to avail from them. I was asking them if I can request or apply for a program that will help me to put the mortgage payment back toward the end of my loan. Since I was laid off agin ( XX/XX/XXXX ) I was told that I am not qualified for any help because they need a pay stub from me. I was told that since I accept the COVID-19 Protection Plan, that supersede the forebearance I have currently in place. I was also told that I need to bring my account in current to get some help. How to do it, I don't know. I am actively looking for a job.
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| 09/01/2019 |
Yes |
|
- Trouble during payment process
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|
Web |
Servicemember |
|
Made a principal payment on my loan ( {$500.00} ) to be effective XX/XX/2019. Freedom Mortgage put the funds into an " unapplied '' account and did nothing with the funds until XX/XX/2019 XXXX the date my regular mortgage payment for XXXX went through ).
Sent Freedom Mortgage a fax about this ( as they don't take questions about things like this over the phone ) on XX/XX/2019. Asked Freedom Mortgage to adjust the principal payment date to XX/XX/2019. Got a response, dated XX/XX/2019, which agreed with my assessment that the principal had not been applied correctly, and then stated that I should have written a more specific note on what to do with the funds on my check. This is very strange as I called in the mortgage payment and made it over the phone with a Freedom Mortgage employee.
So, Freedom Mortgage implied that they were confused about the payment date for a spurious reason and then did not offer any resolution. Freedom Mortgage simply took several weeks to send me a letter informing me that they agreed with my assessment of what happened -- and then made no offer to do anything about it.
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| 01/18/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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In XX/XX/XXXX I contacted Freedom Mortgage to see if I could have my PMI removed. I was told I'd pay {$150.00} for a BPO and it would be removed if it qualified. Then I received a letter stating it wasn't eligible for BPO review until after XX/XX/XXXX because I needed to pay 2 years on the house. In XX/XX/XXXX, I again requested a BPO review by secure email. I received a response stating that I would need to pay {$450.00} for an appraisal. When I called, I was told that the fee is {$150.00} and it must be a typo, but then the agent looked further and said that West Virginia is the only state that Freedom Mortgage requires a {$450.00} appraisal and not a {$150.00} BPO. Additionally, Freedom Mortgage states that even if I pay my mortgage down to 80 % of original value, I will have to pay {$450.00} appraisal fee before they will remove the PMI. Why is WV the only state that must pay significantly more to remove PMI? And once I've met 80 % of my original purchase price, how is it not contrary to the Homeowners Protection Act to have to pay {$450.00} for an appraisal just to avoid paying additional PMI?
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| 05/18/2022 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I purchased a home in XXXX and received a small loan ( {$6300.00} ) from XXXX XXXX XXXX to cover the down payment. For the first few years, I made payments on 2 accounts each month with XXXX XXXX XXXX to cover the primary loan and the secondary loan.
I refinanced my home in XXXX and expected the small secondary loan would be paid off. I think it was... but I am having trouble getting confirmation of that face from my current mortgage company, Freedom Mortgage.
I have discovered that no one filed a lien release in XXXX so the lien still appears on my home.
I have spent more than 5 hours on the phone with Freedom Mortgage and waited several weeks for them to resolve this issue.
They have not.
Today I called, left voicemails and sent emails ... no one is answering or responding. I feel like they are blowing me off and no one is taking responsibility for this problem.
This is preventing me from refinancing my home and has prevented me from taking advantage of a lower interest rate.
Are you able to help me get a lien release from my mortgage servicer for the loan that was paid off in XXXX?
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| 10/29/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
|
I began my refinance with Freedom mortgage in early XX/XX/XXXX. All documents requested were provided to Freedom Mortgage by XX/XX/XXXX. Between XX/XX/XXXX and XX/XX/XXXX I was not asked to provide an additional items and was informed the refinance with moving forward. I had been requesting status by email on the following dates : XX/XX/XXXX, XXXX & XXXX, XX/XX/XXXX, XXXX, XXXX, XXXX and XXXX. A detailed or proper response has not been provided.
During this period my wife had no choice but to purchase a new car and take out a loan. However, her income is not being used to process the refinance. I have provided the information regarding the loan but was told an initial credit check was needed. We began this in XXXX and I have not provided any information why the initial credit check was not completed. The other item is an initial title review. The title report was available in late XXXX. Therefore, the initial title review has been delayed over a month.
We continue to pay a higher interest rate and are looking for new employment but this is delaying us making any moves to help better our lives.
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| 02/27/2023 |
Yes |
- Mortgage
- Other type of mortgage
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- Struggling to pay mortgage
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|
Web |
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I was let go by my previous employer, because of a XXXX XXXX XXXX XXXX that I disclosed upon hire, because their biggest life insurance carrier wouldn't access my appointment. ( although the other 2 carriers did ). I was out of work for 3 weeks, before taking a job with a former employer. In the beginning of XXXX, I called Freedom mortgage to request a 1 month payment deferral, and they refused saying they don't do that. On the phone I was told this several times by numerous agents over the course of this month. However, upon my 2nd request for payment help, I received a packet which was 27 pages long and listed options including a payment deferral. After receiving this packet, I called again asking for it, since I saw it in writing and they still refused to help. I asked to make partial payments in the middle of XXXX, but was told not possible. Towards the end of XXXX, I was told possible, but then was advised to check into a HELOC or 2nd mortgage, which I did, but was told would have to refinance, which would raise my interest at least a full point or 2, which was unacceptable, so I backed out.
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| 10/31/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
- Fees charged
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|
Web |
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Freedom Mortgage stated my home hazard insurance was expired very soon after taking over servicing of my mortgage. This was inaccurate as my insurance was paid at settlement just a couple months earlier for a full years term. Freedom has all my insurance information and is scheduled to pay the insurance out of escrow. Instead of verifying with the insurance company they automatically took out a more expensive policy and said I had to prove I still had insurance. The request came from a third party that was not Freedom mortgage and not using Freedom mortgage websites or phone numbers, so it appeared to be a scam. After I verified the insurance, Freedom mortgage rescinded the additional insurance. Reports from other Freedom mortgage customers on the internet report this is standard practice for Freedom mortgage even though they can verify customer 's insurance. This practice appears to be a deceptive trade practice by the mortgage company to try to get additional money out of their customers and put the burden on customers instead of verifying the insurance with the data they already have on file.
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| 10/19/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
- Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
|
|
Web |
Servicemember |
|
Last year we got behind on mortgage but to get relief they told us it has to be at least 2 months behind for loss mitigation. So after 2 months I applied and sent all documents then on deadline they told me it got denied and I had to send more information. I then resent everything again and asked them if I can still pay while in loss mitigation. They advised me that I can not make payments until it was finished. This process happened about 4 times of I remember where I kept sending everything. They not only didnt keep me informed I had to call them weekly for updates and told they didnt know anything yet. Finally I got on 3 month forbearance which ended XX/XX/2023 but at beginning of last month they said they were sending me a packet to renegotiate our loan in middle of XXXX. Not only did they not send anything they also did not contact me to tell me it fell through. I called On last day of XXXX to see where the papers were and they told me they were unable to do anything that Im in foreclosure now. I asked for our communication transcripts but they said I must subpoena them for the information.
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| 08/13/2019 |
Yes |
|
- Trouble during payment process
|
|
Web |
Older American |
|
Account # XXXXThrough Freedom MortgageMy account was paid in full XX/XX/XXXX, my remaining escrow balance of $1200.00+ was (per customer service at Freedom) mailed to me XX/XX/XXXX. I received my copy of Deed of reconveyance letter from them also dated XX/XX/XXXX, but no check at all. I asked them to please check their servicing department to see if the mail actually went out, or got lost interoffice, they stated no it was sent out. It has been 16 days and mail does not take that long. Their only suggestion was they would have to wait 30 days, then stop payment on the check and then reissue it 10 days later. That is not a timely manner to get MY funds back I paid them.I am a XXXX XXXX and deal with this all the time, and people usually get their checks back in 2 weeks time. I feel they are delaying this on their end and being deceptive about even sending the money and offered me no solution to return my money. I would HIGHLY recommend not using Freedom Mortgage to refinance or purchase a home, they have terrible customer service and do not follow rules set before them like other companies do.
|
| 08/30/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
|
|
We have a electronic withdraw on our mortgage payment each month on the XXXX of every month. My spouse changed the date to the XXXX of each month.
In XXXX, the mortgage company, Freedom Mortgage, pulled BOTH payments from our account, causing our checking account to be overdrawn. We contacted the mortgage company when we discovered this error. The mortgage company, Freedom Mortgage, acknowledged that it was their fault and would refund the XXXX payment.
It took 10 days of phone calls ( everyday ) that the funds would be refund - tomorrow. After 10 days, I requested to speak with an associate in escalation. The payment was refunded. Then a week later, the second payment was refunded ( which was not our request ).
We then made the XXXX payment. The mortgage company, Freedom Mortgage, informed us we were 30 days late and charged a late fee ( which was negated ). The mortgage company, Freedom Mortgage, filed a report on our credit report for being 30 days late.
We have never missed a payment. But with the mortgage company 's mistake ( fault ), it caused our credit scores to drop considerably.
|
| 09/07/2016 |
Yes |
|
- Application, originator, mortgage broker
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|
Web |
|
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We have trying to close on a VA refinance with Freedom Mortgage since XXXX, 2016 - A company agent assured us we would close in XXXX, 2016, We followed up on every & anything additionally the company requested - This company holds our mortgage now - and every month they come up with something new & often redundant to seemingly delay the process - The current adjustable rate we have is due to change XXXX XXXX - The last excuse is that a " consumer fraud alert '' came up on our application so the closing is again pending until the underwriters investigate & remove that warning. I called today & spoke with a customer service rept & left messages for XXXX XXXX who usually sends out the notices to us - that the processing is delayed because of something - that they always have prior to her sending out the notices.
WE were also promised a interest rate of XXXX - that the company has not locked in for us to date - but verbally agreed to after we complained about the initial rate was high and the loan officer assured us we would get the best offer if the rates went down since and the rates did drop.
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| 07/10/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
I had a mortgage with Freedom Mortgage which I have now paid off during a refinance.
I paid off my mortgage with Freedom in full on XX/XX/XXXX On XX/XX/XXXX I was charged the PMI for the month of XX/XX/XXXX and was up to date on my PMI.
On XX/XX/XXXX {$290.00} was removed from my escrow balance.
I called about this issue and was first told that this was a " hazard insurance supplement '' as they had determined that my insurance was not sufficient. I informed them that I no longer had a loan with them. They were confused and then took 48 hours to " research ''. After 48 hours they contacted me and told me that this was payoff to my PMI. I infomred them that I was up to date on my PMI and that furthermore the amount charged did not align with what my PMI payments were ( which was {$100.00} ). Several customer service supervisors were confused by this issue over three separate calls. They continue to claim that it is a valid charge without being able to articulate what the charge is for.
I have asked for a refund of the charge and Freedom Mortgage has failed to refund over the past month.
|
| 10/08/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Older American |
|
Duplicate mortgage payments in the amount of {$1500.00} each were sent for the XXXX and XXXX payments, XXXX. This was due to the fact that my mortgage has been sold three times, XXXX to XXXX to Freedom Mortgage and the autopay for my XXXX XXXX account was not cancelled for LoanCare so that Freedom got two payments for XXXX and two payments for XXXX ( attached ). I called Freedom Mort at least a dozen times explaining the situation and that the duplicate payments were in error and not to be applied to principal of the loan. I received a message that I would get a refund upon supplying my routing and account number which I did on XX/XX/XXXX ( attached ). I called again on XX/XX/XXXX and was told that I would get the refund on the following Tuesday, XXXX. I have not received it.
I am on a fixed income and can not afford to not receive my refund. It is the height of hypocrisy that I have to make my payments on time, with no mercy for being late, but they can take their time on my refund and not comply with their promise.
I appreciate whatever you can do to get me my refund that is due to me.
|
| 04/03/2018 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
My Mortgage Company Is : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NJ XXXX NMLS ID : XXXX XXXX I have made every payment. The Mortgage company failed to pay my town property taxes out of the escrow account that were due XX/XX/XXXX. I was notified by the town on XX/XX/XXXX that the taxes had not been paid and that they intended to put a lien on my house for non-payment of taxes. I immediately notified Freedom Mortgage and followed up several times, but they failed and refused to pay the taxes.
On XX/XX/XXXX I paid the taxes, interest and penalties in the total amount of {$4900.00}. I have called and emailed Freedom Mortgage numerous times but they have failed and refused to reimburse me for the tax, interest and penalties I had to pay because they failed to do so. All they will tell me when I call is " we have a ticket open. '' I could not afford to pay this {$4900.00} and to make it worse, I still had to come up with my regular mortgage payment on XX/XX/XXXX. This is a serious financial hardship.
Please help and take all possible regulatory actions against XXXX XXXX XXXX.
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| 12/01/2018 |
Yes |
- Mortgage
- Other type of mortgage
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- Struggling to pay mortgage
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Web |
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I applied for a loan modification and made all three of the trial payments on XXXX XXXX and XX/XX/XXXX. My modification paperwork stated I made all my trial payments and was accepted for the modification and on XX/XX/XXXX my first payment of XXXX would be due and would be my payment until escrow was figured out I received a letter that on XX/XX/XXXX my payment would increase to XXXX which would be my new payment with escrow. Called to make XXXX payment and agent said would not take payments of XXXX needed to pay XXXX I said my paperwork says XXXX is payment for XXXX and XXXX and XXXX XXXX I had 5 agents tell me to pay XXXX and 4 agents tell me no XXXX and 6 supervisors told me only XXXX and 4 supervisors told me no XXXX one supervisor took a XXXX payment said it was correct and someone else canceled it out because it was not XXXX this went on for 3 months until mortgage was 3 months behind 20 calls later it was never fixed and now 4 months behind and no one agrees on XXXX and XXXX payment amount just filed act 91 notice XX/XX/XXXX this is with freedom mortgage XXXX XXXX XXXX XXXX TX XXXX
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| 06/07/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Several months ago my mortgage was sold t o Freedom Mortgage based in Texas. Some time around XXXX o f 2017 I stopped receiving mortgage statements so I called to inquire. The mailing address on file matched my mailing address and I were assured I 'd start receiving correspondence. Two more calls because still no mail. The third call revealed they were getting the statements returned " undeliverable ''. Two months ago I went online to print off a mortgage statement and the mailing address was in Maryland. Subsequently my identity had been stolen which is another issue altogether that was revealed because the Maryland address was used to try and change my Social Security direct deposit bank and account number. The last call I made to Freedom the girl put a " change order '' in to correct the mailing address. 15 minutes ago I went to print another mortgage statement and the address is still in Maryland. My fear is that there might be someone inside Freedom stealing identities or they were hacked. I asked on the last call and the girl said she did n't have any information about a hack.
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| 02/01/2017 |
Yes |
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- Application, originator, mortgage broker
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Web |
Older American |
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We were going to get a loan through Freedom Mortgage, but after dealing with them and reading all the information from BBB and Consumer Financial Protection Bureau reviews we decided not to go with them. After we told them no, the mortgage agent just kept going and it turned into a living nightmare for us. The phone calls and emails became so crude and nasty we decided this was not for us. We told them to stop the loan Saturday XX/XX/2017 in and email and the loan officer refused our request. They continued to process the loan and connect us with closing on XX/XX/2017 through another email. If you are considering these people run the other way, read every thing you can on them, protect yourself and your family home. They have so many complaints against them and call the BBB, Consumer Financial Protection Bureau, and read their reviews and findings. Don't take my word take theirs. Threatening us if we file a complaint, they will sue. Don't threaten me! Last time I checked this is a freedom of speech country and we are entitle to our opinions, especially if it is to protect others.
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| 02/09/2016 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
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Following a payment to avoid foreclosure my statement dated XXXX XXXX 2015 showed a balance due on XXXX of - {$150.00}. The following statement dated XXXX XXXX 2015 shows a past due amount of {$3000.00} and total due of {$5600.00} despite the prior month not having a balance due. Due to this statement error in XXXX, my payments have not been applied correctly, and I am currently showing as 30 days delinquent.
I contacted the loan servicer when I noticed the error on XXXX XXXX 2015 and was told that they are unable to see the statements and that I must resolve the matter via email. I followed the instructions and sent the email with the attached documents on XXXX. Since then I have not received a communication from the loan servicer regarding a resolution to the matter. I believe a month and a half is more than enough time to get this resolved.
I called customer service again today regarding the matter and requested to speak to the department noted in the last email as looking into the matter ( payment department ). I was informed that I am unable to speak to someone in that department.
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| 09/09/2021 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
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We have received mail, email and phone calls to refinance our loan constantly. At one point we were told if we didnt that they would sell our loan so we did it. This is the third time were having to do this. We have called and left messages for two loan officers many many times, weve email the loan officers, we have tried calling the mortgage company customer service and got no response what so ever they have a recording basically saying they are to busy. I email their messaging center and they always respond if you havent received a call in two days let us know and when we do let them know nothing is done they say give another two days. This is absurd we had a natural disaster, hurricane Ida. Weve never been late on our mortgage weve never had a forbearance request at all. It shouldnt be this hard to reach someone. They had a closing officer call us to close on our loan but the hurricane hit and we were without power for over a week and so as she. No one has reached out to us or returned calls. Someone needs to be held accountable!! This is a superb way to treat your veteran customers.
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| 08/09/2018 |
Yes |
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- Trouble during payment process
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Web |
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My account number with Freedom Mortgage is XXXX Freedom mortgage 's website is very glitchy and does not properly take in payment information. I've had several incidents were I've had to resubmit the mortgage payment which made it difficult.
In the month of XX/XX/2018, the account number did not copy and paste over correctly ( it was missing 1 digit ) - to my knowledge I copied the full account number, due to this Freedom Mortgage charged me a late fee which now totals {$100.00} They do not notify anyone via e-mail if a payment does not go through, even though they send notifications for other purposes via email. They state they send a letter which doesn't come until 20 days after you make a payment which in turn allows them to enforce the late fee. They also do not allow you to setup recurring drafts until you 1 month ahead of the payment schedule, which means you must pay a full month 's mortgage in advanced.
These practices that Freedom Mortgage participates in are deceitful and unethical, they should be reviewed and fined by CFPB. I want my {$100.00} refunded back to me as well.
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| 05/07/2021 |
Yes |
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Web |
Servicemember |
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In XXXX I started working on refinancing my current VA loan with Freedom Mortgage and during the process the third party title company ( XXXX XXXX ) that the mortgage company was utilizing came back saying there was a lien on my property by XXXX XXXX. They stated they was working to clarify the issue. After a couple of weeks they notified me they was still having an issue. I called XXXX XXXX office and told them of my issue at which time they stated the title company was reading the file wrong and that they don't place liens on properties only the product. I called the title company and informed them of their error at which time they agreed and sent over a letter stating it was clear to move into closing. I was scheduled to close on XX/XX/XXXX and the mortgage company stated that since there was a delay we wouldn't meet the original closing date and that I needed to pay {$1600.00} for a 15 day rate lock extension. I argued this was no fault of my own and believed that it should fall back on the title company or them but not me. They disagreed and stated I would have to absorb the cost.
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