Date Received: 2022-04-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: 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
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WV
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: 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..
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 159XX
Submitted Via: Web
Date Sent: 2022-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-21
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: 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.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 35758
Submitted Via: Web
Date Sent: 2022-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: 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.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48239
Submitted Via: Web
Date Sent: 2022-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was transferred from Freedom Mortgage to XXXX XXXX XX/XX/2022, then transferred back to Freedom Mortgage XX/XX/2022 which onboarded with a late payment due XX/XX/2022, which could not be paid nor was there any billing statement sent for from XXXX XXXX or Freedom Mortgage prior to XX/XX/2022. No communication between either servicer was provided regarding a servicing transfer until I reached out to each XXXX XXXX first to find out what was going on with my mortgage and secondly to Freedom Mortgage asking why they were sending me late payment notices without having first received account info.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 460XX
Submitted Via: Web
Date Sent: 2022-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: 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
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10010
Submitted Via: Web
Date Sent: 2022-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: 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..
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 64131
Submitted Via: Web
Date Sent: 2022-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: 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.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85022
Submitted Via: Web
Date Sent: 2022-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-18
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On or about XXXX XXXX I started the process with Freedom Mortgage for a cash out loan. Over the course of the next two months I was directed to provide documents. After each request I complied within 48 hours with the only exception is the termite inspection ( {$470.00} ) and appraisal ( {$300.00} ). On XXXX XXXX I was told my account was rejected as incomplete even though it was recognized that all documents were submitted in time. I would like compensation for costs incurred during this process that ended by no fault of my own.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: HI
Zip: 96707
Submitted Via: Web
Date Sent: 2022-04-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-17
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: 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.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 365XX
Submitted Via: Web
Date Sent: 2022-04-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A