Date Received: 2022-05-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: 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.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WV
Zip: 26501
Submitted Via: Web
Date Sent: 2022-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-19
Issue: Written notification about debt
Subissue: Didn't receive notice of right to dispute
Consumer Complaint: Debt collection company did not notify me in any written or verbally or electronically manner of a debt. They just reported to credit bureau
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 463XX
Submitted Via: Web
Date Sent: 2022-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-18
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: 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?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-19
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: 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.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: 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.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 856XX
Submitted Via: Web
Date Sent: 2022-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-18
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: 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.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60098
Submitted Via: Web
Date Sent: 2022-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-17
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Freedom Mortgage has not exited us out of Covid Forbearance plan for 8 months now. We have sent hundreds and hundreds of documents that they requested but still no modification or even correspondence to advice us on exit. Now trying to Actively foreclose on our loan. *2 online applications deleted early on in process along with all documents. XXXX, XXXX and XX/XX/2021 * Multiple over night packages with all documents sent. * Multiple Emails sent to Loss mitigation department, with No response from any Loss Mit. Supervisor on the situation. * Phone calls to Freedom mortgage every couple of days to check status with no resolution or misinformation given.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30014
Submitted Via: Web
Date Sent: 2022-05-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: 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.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: HI
Zip: 96720
Submitted Via: Web
Date Sent: 2022-05-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello, I am out of the country. Received a payoff quote and paid my mortgage off online on XX/XX/XXXX of 2022. Mortgage company accepted my payment but did not acknowledge a payoff and keeps my mortgage open with remaining principal balance. Now I have to send them an additional funds to close the mortgage. The name of the company is Freedom Mortgage.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60035
Submitted Via: Web
Date Sent: 2022-05-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-16
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We had questions about breakdown the escrow shortage. Was put on hold and transferred several times. All of our questions were not answered. It does not add up. My mortgage has increased XXXX XXXX monthly. This is my third mortgage lender they have sold my mortgage three times in the last year and a half.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 328XX
Submitted Via: Web
Date Sent: 2022-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A