Date Received: 2017-01-28
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Our mortgage is in my name. My wife pays the bill monthly. She was making the payment in XX/XX/XXXX online and thought it was fine until she went to make the XX/XX/XXXX payment. She then realized the XX/XX/XXXX payment did n't go through so she called, they waived the late fees and she paid both bills. She also forgot to make the payment at the XX/XX/XXXX. We are now on autopay to make sure she does n't forget but Freedom Mortgage submitted this to MY CREDIT REPORT dropping my score XXXX POINTS! Absolutely ridiculous that they would file against my credit for this very simple mistake one of which was their technology. This issue has prevented me from being able to XXXX ( the only reason I found out they had done it ).
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30060
Submitted Via: Web
Date Sent: 2017-01-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-01-28
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Freedom Mortgage states in their payment script that if a payment returns they may make a 2nd attempt to withdraw funds. A payment was submitted prior to XXXX and due to an auto withdraw error it returned. Freedom mortgage did not make a 2nd attempt without advising that they would n't which caused the payment to go over XXXX. Upon speaking with them and advising it was unfair and deceptive I was advised by a supervisor that it would not report. 11 days later I was sent a letter advising it would report and upon calling the mortgage company I was advised that none of their payments make a 2nd attempt, or that " only some depending on the bank '', but they would not provide a list of the type of transactions that would make one, and when brought up that the initiating bank makes the decision to withdraw twice, I was advised that " it just depends '' and that it did n't matter because their script says " it may ''. When brought up about the prior discussion with a supervisor, I was advised I would have to give them the date for them to find the notes, and then afterwards was told there were no notes from a supervisor. I asked for them to pull the call, as well as why they would say there is n't notes reflecting a supervisor agreeing the legal script could be deceptive and advising it would n't report, and then was told " they ca n't confirm or deny ''. If the legal script did not imply a 2nd withdraw would occur, I would have known and been able to correct this prior to XXXX, however because I was waiting for a 2nd attempt and not submitting an additional because I could not pay 2 mortgage payments, the company is now blaming fault on me as the customer for not knowing that " may withdraw '' would mean it would n't. This is clearly deceptive and unfair, as the initiating bank is the one who decides to make a 2nd attempt or not. Generally there is no conditions on what types of returns this happens for, and the company can not provide a list to their customers so that they are being transparent. It is also completely deceptive that a supervisor would promise that it would not be reported due to those factors, and then when the company decides to do it anyways there is suddenly no record of this and they are completely unwilling to rectify it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 97006
Submitted Via: Web
Date Sent: 2017-01-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2017-01-27
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My XX/XX/XXXX mortgage statements if payment is received after XX/XX/XXXX a XXXX late fee will be charged. my payment was sent by express mail on XX/XX/XXXX and delivery was attempted at XXXX on XX/XX/XXXX the attached document shows. my payment was there before the designated day and I was still charged a late charge
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 751XX
Submitted Via: Web
Date Sent: 2017-01-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-01-26
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: In XXXX XXXX we did a refinance loan on our home with Freedom Mtg during the process we received a refund check from them on our Escrow Acct on XXXX/XXXX/XXXX in the amount of {$810.00}. Then on XXXX/XXXX/XXXX we received another refund check for escrow for the same amount. Then on XXXX/XXXX/XXXX Freedom Mtg, put a " REFER TO MAKER '' on the first check dated XXXX/XXXX/XXXX which in turned cause me NSFees with my XXXX XXXX XXXX account. Then on XXXX/XXXX/XXXX I went and spoke to the local manager at XXXX and they called Freedom Mtg and spoke to XXXX and said that I needed to request refund back from them. Long story store and many voice memo 's later out of {$450.00} they sent me a check in the amount of {$220.00} on XXXX XXXX, XXXX almost 4 1/2 months later. I want the balance of what is owed to me plus pain and suffering from being told one thing after another. This is also caused us problems with the new mtg company XXXX XXXX because of not getting this handled in a timely manner and as caused our current loan to fall behind. All of this XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85396
Submitted Via: Web
Date Sent: 2017-01-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-01-26
Issue: Credit decision / Underwriting
Subissue:
Consumer Complaint: I have repeatedly requested that I be placed on a no marketing list, including at least XXXX telephone calls to the company. In spite of this I constantly ( as in more than 6 times in under 2 years ) receive misleading marketing materials attempting to trick me into contacting the company to refinance my loan. In my initial enrollment when called to confirm loan details I requested opt-out of all marketing. I received one marketing telephone call, and again requested opt-out of all marketing. This was apparently successful for phone marketing, but not mail. Upon receiving scammy mail marketing offer, I again called to opt out and have repeated that request 3 additional times with no success regarding mailed marketing materials.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: ME
Zip: 040XX
Submitted Via: Web
Date Sent: 2017-01-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-01-25
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I am trying to payoff my loan. I am told the only way to pay off the loan early is to pay a XXXX $ penalty/fee. The lender will not let me pay the required extra principal to pay off the loan because the lender limits the amount of extra principal that can be paid within a 50 day period, on-line, and by phone. I have a choice of making one extra payment every 50 days ( would take 4 months ) or pay the penalty/fee for paying off the loan early and getting the lender to provide the paperwork. When I told lender I was going to report this, all I got was the representative indicated she did not consent to being recorded and I could not use the information she provided against the company or her.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98405
Submitted Via: Web
Date Sent: 2017-01-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2017-01-25
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Freedom Mortgage has falsely reported me as later on my payments which auto deduct. This dreadful mess appears to be almost corrected ; however, the balance of my loan should be {$100000.00} after XX/XX/2016 payments. The XXXX shows a balance of XXXX. I would like this corrected and XXXX showing the correct balance sent to me so that I can file my taxes.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48348
Submitted Via: Web
Date Sent: 2017-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-01-24
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Freedom mortgage has failed to pay my property taxes for XX/XX/2016 to the XXXX county treasurer. I know have a delinquent tax notice out against me when I have done nothing wrong as it was suppose to be paid from escrow. Freedom mortgage, has been extremely difficult to work in getting this situation resolved. They are stating they will not have resolution until the end of XX/XX/XXXX which is unacceptable since I have been working on this for almost a month when I found out. I need resolution of this as I pay my bills and have done nothing wrong. Freedom mortgage needs to take care of their mistake.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2017-01-23
Issue: Incorrect information on credit report
Subissue: Account status
Consumer Complaint: We have had our mortgage with Freedom Mortgage since XX/XX/2007. Sometime early on they began using a service company called XXXX. We did not send any payments to them as we did not understand what this is all about. Each and every single, on time payment has been made to Freedom Mortgage also indicated for what month and year the payment was made. They then advised us they took it back from the service company and gave the mortgage loan a different number. We have continued and have always made the mortgage payments on time and accurate. However, on a consistent basis they continue to send us a huge balance stating the payment was not received or is late. And then finally after speaking to several agents, a revelation came to me. This agent had said that the Loan service company is getting the payments and depositing them into their account that is XXXX as Freedom Mortgage uses XXXX. That it will take a long time to straighten out. The mistake is on their part and not on ours however they continue to hurt and report negative to the XXXX credit bureaus not allowing us to refinance with a different bank or mortgage company at a far lesser interest rate : That is why it is not important to them as with Freedom Mortgage we are at a 6.75 % interest rate. Oh if only you knew how exhausting this was. We have seen a lawyer, we have sent several letters to Consumer Financial Protection Bureau, XXXX and the Federal Trade Commission. Please, Please I am begging, pleading, praying and believing you can help us.
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: 2017-01-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-01-23
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: I got several letters from the company I have a mortgage with suggesting I contact them to refinance my mortgage at a lower interest rate. As I had refinance less than six months earlier I called them to tell them they could stop sending me these letters. They told me that indeed I could refinance so I started the process. During this process I was asked for information I had n't been asked for during the previous refinance. I spoke to the person processing my request asking why this new information was being requested. I was told that every underwriter had different information needs and that the underwriter processing my request was picky about the information they wanted. I sent the information they requested. Then I got an email as follows : " The underwriter 's manager has verified we do need some to verify you will be receiving XXXX for the next 3 years. You can obtain documentation from the Department of Labor. Per the underwriter and the manager of the underwriter only this item is needed. I will call you today to further explain. '' When I spoke with the processor he explained that the underwriter felt I was too young to be getting Social Security therefore needed a letter from the Department of Labor or from my doctor stating that I would be on XXXX for the next three years. I told the processor that I did n't think the Dept. of Labor had anything to do with the Social Security Administration 's XXXX payments but that I would try calling the Dept. of Labor anyway and that I would contact my doctor. After doing both I sent the following email to the processor : " We spoke this morning on the phone. I 've never dealt with the Dept. of Labor regarding Social Security XXXX. These are two different departments of the federal government. According to the representative at the Dept. of Labor this department has no interaction with Social Security regarding XXXX claims and, therefore has nothing to give me to prove that I 'm XXXX or how long I will be XXXX. Perhaps I can get what your underwriter and your underwriter 's manager want if you can give me contact information at the Dept. of Labor. As far as getting verification from my doctor, she ( my doctor ) is concerned that the kind of information you are requesting is a violation of HIPPA and age discrimination and is therefore reluctant to give you any information. I 've been XXXX for over XXXX years and that is, unfortunately for me, not apt to change. If it does change I will be making far more money than I make on XXXX as I have reinstatement rights with the State of California who was my employer at the time I became XXXX. Additionally, you requested written notice from me that I 'm cancelling my request for refinancing with you. I wo n't give that to you as I am not cancelling this request. Further, I am herby requesting from you notice that you will not refinance my mortgage including your reasons why you are cancelling my refinance. Sincerely, XXXX XXXX '' I then received a form letter in the mail titled Statement of Credit Denial, Termination or Change with a description of action taken being Withdrawn We have acknowledged your withdrawal request. As you can tell from my email to them, I never withdrew my request. Is n't this discrimination? Thanks for your time.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95820
Submitted Via: Web
Date Sent: 2017-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No