Date Received: 2022-01-28
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Hello, I would like to submit an official complaint on XXXX XXXX a Senior Loan Advisor from Freedom Mortgage. I spoke to XXXX XXXX on XX/XX/22 and I verbally stated multiple time over the phone and via email to not run/pull credit reports for my wife and myself however he pulled our credit anyways without our permission. Agents ' info : XXXX XXXX Senior Loan Advisor NMLS # XXXX XXXX XXXX # XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, PA XXXX Direct : XXXX Office : XXXX ext. XXXX Fax : XXXX XXXX FreedomMortgage.com
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: 2022-01-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2022, I received a good-bye letter from Freedom Mortgage informing that my loan servicing was being transferred to XXXX XXXX XXXX XXXX XXXX XXXX. The letter is dated XX/XX/XXXX. As of this complaint, XX/XX/2022, I have not received a welcome letter from XXXX XXXX XXXX XXXX XXXX XXXX. It is my understanding that I should have 15 days notice from each company and this only gives me 5 days from Freedom & 0 days from XXXX. In addition, my loan with Freedom is in process of being paid off. I feel that is why my loan is being sold. They are doing this to cause confusion & make it difficult for the loan to be paid-off. I called Freedom on XX/XX/XXXX and spoke with XXXX, ID XXXX, and asked if my automatic payment that is set-up with Freedom would be automatically canceled or if I needed to cancel it. She was not confident in her answer when she told me that it would be canceled. Because she told me it will be canceled, Im expecting a payment not to be drafted on XX/XX/XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 440XX
Submitted Via: Web
Date Sent: 2022-01-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: 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.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 182XX
Submitted Via: Web
Date Sent: 2022-01-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-26
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: 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.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 117XX
Submitted Via: Web
Date Sent: 2022-01-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-26
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Applied for a XXXX XXXX and they forgot to include my large down payment on the loan. This further delayed my loan process and because of this I was advised to go the conventional loan route to speed up the loan process. Paperwork was filed and they waited till the week before our scheduled closing date to schedule the appraisal. They delayed another two weeks, then waited till the week of closing to finished the paperwork to send to the underwriter and contacted me to give them the number to contact my HR and verify employment ( which I gave them already ). Now, they are refusing to release the VA case number associated with the loan. Without this, my new lender can't initiate a XXXX XXXX unless Freedom Mortgage releases it. Loan officer XXXX XXXX and XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 63026
Submitted Via: Web
Date Sent: 2022-01-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mortgage servicing company adjusted my monthly payment. This was based on changes to my escrow, but their analysis was wildly inaccurate, indicating amounts not associated with my loan. I called them three times to have them re-run the analysis, to ensure that my payments would be accurately addressed. ( I was concerned, because they showed I would be paying LESS escrow, despite the fact that my taxes and insurance had gone up a little bit. ) On the second call, they indicated that they would conduct another analysis. As my payment date approached, I was concerned that my payment amount had not adjusted online ( on their website ), and that no new analysis forms were added to my account. I called them a third time, at which point they indicated that they would not run another analysis, despite the inaccurate analysis previously run. At this point, I am looking to see if someone else can service my mortgage and reaching out to CFPB, to ensure that I can accurately understand my mortgage payments.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80004
Submitted Via: Web
Date Sent: 2022-01-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-26
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I have had beyond disrespectful, disgusting and disappointing customer service with Freedom Mortgage. I have had called over the last 10 months everyday numerous times to have a partial claim completed and uploaded so that I could refinance with XXXX which only got completed in XXXX due to filing complaints with CFPB. Im now not eligible to refinance with the company due to how long it took and credit now dropping. I believe that first Freedom owes us {$400.00} for the last now 10 months that we could of saved if we were able to close on our refinance with XXXX if Freedom did not drop the ball. Secondly, Freedom should be willing to overlook and overstep anything and everything that needs to be done to get us into a conventional loan if that means pay these small collections off then do it! I can not believe as a mother of XXXX XXXX XXXX twins the fact that I have had to call in so many times over 10 months and I still sit here now on hold with Freedom as a type with nothing being resolved is disgusting. They should have to show the CFPB all the notes from me calling in!!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 01923
Submitted Via: Web
Date Sent: 2022-01-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: 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.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98003
Submitted Via: Web
Date Sent: 2022-01-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-25
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We were under Covid forbearance plan since XXXX XXXX. We decided not to continue staying in the forbearance and requested the official documentation of release from forbearance and official reinstatement of our mortgage loan as well as acknowledgment from Freedom mortgage that we are current with our mortgage payment since XX/XX/XXXX. We have been paying the regulator payment since XX/XX/XXXX but on the statement said we havent. We have been contacting and asking for those documents SINCE XX/XX/XXXX but they never gave us any of documents and just correcting our payments. We cant wait anymore. We are trying to refinance. We need the documents. I NEED YOUR HELP!!! I added the pictures which we paid so far. But I dont know why, they say we are late for the mortgage payment on the statement.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: HI
Zip: 967XX
Submitted Via: Web
Date Sent: 2022-01-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: 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.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89506
Submitted Via: Web
Date Sent: 2022-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A