Date Received: 2018-06-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: 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?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98685
Submitted Via: Web
Date Sent: 2018-06-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: 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.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89084
Submitted Via: Web
Date Sent: 2018-06-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mortgage contract states that my cushion for my escrow is suppose to be XXXX and never to go above that amount. Freedom Mortgage refuses to abide by mortgage contract and service VA loan correctly. By failing to service the mortgage correctly Freedom Mortgage has set there own cushion amount at XXXX. This en turns allows them to raise the amount of my mortgage payment. I have told the mortgage company about this many times and showed them the violation in my contract. They still refuse to fix this issue.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30120
Submitted Via: Web
Date Sent: 2018-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: 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!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30016
Submitted Via: Web
Date Sent: 2018-06-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been trying to have my final disbursement process from the Freedom Mortgage. I have had so many issues with this company. I have sold my home and still waiting for them to process my disbursement way before the home was sold. I have a voicemail saying it would be mailed out I have an email saying they will look into it. I spoke to someone that it was processed. I was told it would be overnight.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89102
Submitted Via: Web
Date Sent: 2018-06-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: 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.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 63701
Submitted Via: Web
Date Sent: 2018-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: they lost my XX/XX/XXXX payment. I authorized them to charge my checking account for my XX/XX/XXXX payment ( XXXX.. They charged my account for two payments ( {$25000.00} ) and refused to correct their error.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85225
Submitted Via: Web
Date Sent: 2018-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: 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!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77901
Submitted Via: Web
Date Sent: 2018-06-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: 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.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85323
Submitted Via: Web
Date Sent: 2018-06-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: 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.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 273XX
Submitted Via: Web
Date Sent: 2018-05-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A