Date Received: 2018-04-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: There is gross incompetence at Freedom Mortgage. My previous rental property loan was transferred from XXXX to Freedom for service. Freedom mixes up my mailing address with my rental property, putting the unit number for my rental unit ( XXXX ) to our mailing address. After calling Freedom repetitively, they still have trouble fixing this error. Then they sent a letter to me indicating that my home insurance did not have the right address. It did. And they make it very difficult to update information, insurance policy, correct errors either by phone or through their online system. This company is so incompetent and one wonders what other serious errors they have in their system.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92130
Submitted Via: Web
Date Sent: 2018-04-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: 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 ).
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30306
Submitted Via: Web
Date Sent: 2018-04-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-12
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: 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.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30052
Submitted Via: Web
Date Sent: 2018-04-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: 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.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-04-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: 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.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48306
Submitted Via: Web
Date Sent: 2018-04-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: 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.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30062
Submitted Via: Web
Date Sent: 2018-04-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: 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.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30228
Submitted Via: Web
Date Sent: 2018-04-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My VA loan was sold to Freedom Mortgage in XX/XX/XXXX. In XX/XX/XXXX my taxes were due and Freedom Mortgage did not pay them. It is their policy that they analyze the escrow account within 60 days of receiving the loan and they did not. I called them in XX/XX/XXXX to let them know I paid the tax bill and never received an escrow analysis. They submitted the request and said it would take up to 30 days to analyze. I called after 30 days and nothing had been done. A supervisor put in a request to escalate the situation and contact me within 24 hours. No one contacted me. I called back a week later and again they are submitting the request and it could take another week. I've been told this over and over. They are holding way too much in my account, more than the 2 month cushion and are not following through on their promise to analyze my escrow account. It takes between 20-30 minutes every time I call them and to have no resolution is frustrating.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 97756
Submitted Via: Web
Date Sent: 2018-04-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-10
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: 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.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29412
Submitted Via: Web
Date Sent: 2018-04-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-06
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: 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.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30144
Submitted Via: Web
Date Sent: 2018-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A