Date Received: 2015-10-16
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My loan was sold several times after the purchase of my home and was with XXXX XXXX XXXX XXXX, XXXX ) before supposedly being transferred to Freedom Mortgage XXXX freedommortgage.com, XXXX ). I make all my payments via the Freedom Mortgage website and when I needed to contact the company in regards to the servicing of my loan I was unable to enter my phone number or loan number into the automated system without being told it was n't valid. Once speaking to a rep with the company I was told that my loan is not with them or in their system because it 's with XXXX XXXX XXXX a sub-servicer of Freedom Mortgage XXXX. They gave me the phone number for XXXX XXXX and said to contact them. I contacted XXXX XXXX and can not even get through to a representative because neither my social or my loan number is being recognized with the automated system. The system says to call back when I have a valid loan number or social and hangs up. Why would XXXX XXXX tell me my loan was with Freedom Mortgage and how am I making my payments on Freedom Mortgage 's website if neither company is able to recognize my information for me to discuss my loan with anyone?
Company Response: Company chooses not to provide a public response
State: MD
Zip: 21234
Submitted Via: Web
Date Sent: 2015-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-10-16
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I purchased my home XX/XX/XXXX. Property taxes were high XXXX {$1800.00} XXXX because no one had occupied the home for about a year. Last month, I noticed that my mortgage payment with Freedom Mortgage drastically increased for the XXXX billing period. It went from {$820.00} to {$1000.00}. They said it was from property taxes. They had based their escrow analysis on last year 's property taxes, which were much higher than they are this year because I filed for the homestead exemption XX/XX/XXXX. Property taxes for this year are {$830.00}. I called and they stated to fax in the estimated taxes for this year. I went to XXXX XXXX tax assessor 's office and they gave me a print-out of the estimate and I faxed it in. I called about 2 weeks later checking on the status ( on XXXX XXXX ). They stated that the estimate was " incomplete '', so it could not be processed, even though it had all the necessary information regarding my home and taxes. By that time I had received the actual property tax bill, so I sent in the bill along with the form from my tax assessor 's office stating that I had filed for homestead last year. I explained to the representative that the extra cost on my mortgage payment was placing a financial hardship on my family. The representative stated that she could have the escrow waved for XXXX and would have that tax information expedited in order to get my taxes corrected ASAP. She stated that I could pay my normal payment for XXXX, which was {$810.00}. She took my payment over the phone. XX/XX/XXXX I called to check on the status. The representative stated that she could not see where the tax dept received any of my information ( basically nothing had been done XXXX. She stated she looked up the bill on XXXX XXXX tax department 's website and would put that on file and make sure it got the the tax department. She stated that Freedom Mortgage could not accept my payment made XX/XX/XXXX as a full payment, that I needed to pay the remainder of {$210.00} today for my loan to be current or else I would incur late fees. I made the payment over the phone XX/XX/XXXX. She stated that I would more than likely have to pay the {$1000.00} in XXXX as well. She stated there was no way around it. My complaint is that this should have been taken care of the first time when I sent in the property tax information that came directly from my tax assessor 's office. This is the third time that property taxes have been sent to the tax department, the first 2 times were unsuccessful ; I am hoping the third time 's the charm. I can not afford the extra {$210.00} tacked on to my mortgage payment for an error/carelessness on THEIR side. Every time I call I just wonder if something is actually going to be done or if I am going to find out in 2 weeks that nothing was taken care of. They are probably prolonging this so they can get more money from me.
Company Response: Company chooses not to provide a public response
State: AL
Zip: 351XX
Submitted Via: Web
Date Sent: 2015-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-10-16
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Today I received notification from my credit report that Freedom Mortgage company reported my loan to the credit report as " Account in forbearance '' when it was never late and never in forbearance. This obviously effects my credit rating and how others view my credit activity and is against the FCRA. I would like an immediate response to the issue and recommend a CFPB inquiry to their credit reporting practices for Veterans and how they are handling VA loans. Thank you.
Company Response: Company chooses not to provide a public response
State: TX
Zip: 76262
Submitted Via: Web
Date Sent: 2015-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-10-01
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: For the past 3 years, my mortgage company has been paying {$860.00} per year out of my escrow accounts towards what they 've been refering to as a " water tax '' or a " water/sewer assessment ''. I 've attempted more than once to get clarification on what they 're paying and every time they basically blow me off and tell me to get the information from my tax assessor. My local tax assessor 's office as well as the water company had advised me this tax does n't exist and they had no idea what my mortgage company was paying. For the past 2 years my home was being renovated and unoccupied, so I did n't have garbage service. This is my first year having garbage service and receiving a bill ... .for {$860.00}. A normal yearly garbage bill for a single family residence is {$430.00}, however the city was incorrectly billing my home as a duplex. When I received the bill and saw the amount, I realized that my mortgage company has been paying a garbage bill for the past 2 years that I should not have been getting billed for. Furthermore, they had no business paying for a utility out of my escrow account. My escrow account does not cover any of the other utilities for my home. Had they appropriately labled what they were issuing a payment for or been willing to provide me with any information on the payment, I could have dispute the charges with the city two years ago. As it stands, the city waste deparment has been overpaid {$2100.00} of my money. After speaking with the garbage department, they agreed that I should not have been billed for the past 2 years and did n't owe the money, but it 's unlikely I 'll be able to get a refund due to the amount of time that 's passed. I submitted a request via e-mail to my mortgage company almost a month ago for information on the payments they were making. I received a generic reply that they would respond within 10 days. I 've yet to receive a response. When I 've tried to speak with someone over the phone for the past 2 years, I 'm always told that the tax department ca n't be reached by phone, only fax or e-mail.
Company Response: Company chooses not to provide a public response
State: GA
Zip: 30306
Submitted Via: Web
Date Sent: 2015-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-09-28
Issue: Credit decision / Underwriting
Subissue:
Consumer Complaint: To whom it may concern : In XXXX of this year I initiated a loan request to purchase a home. I have jumped through hoops to satisfy the bank we are dealing with. We had a credit card that had not been paid for {$1100.00} that they required we pay off. We paid that last Friday thinking that was the last hoop to jump through. Then they required that we deposit XXXX house payments with the bank to get approval. In addition we already made a down payment of {$4800.00} and {$100.00} in earnest money. Also paid for the appraisal. The house was originally priced at {$130000.00} by the realty company but has been reduced to {$130000.00} to meet the lower appraisal. We are requesting a 30 year loan which when the down payment is applied the loan will be less that {$130000.00}. Short of requiring our youngest child to be used for collateral we have done all we can to meet this requirement. We may not be the perfect or usual?? American family. We have XXXX children and we are both in college. XXXX has completed his first 2 years of college in XXXX and recently graduated. He is attending college part time working towards a XXXX and had has a permanent full time position as a XXXX. I am also enrolled in college pursuing a degree in XXXX XXXX XXXX. Our landlady is putting up our house for sale. At the time we leased from her it was difficult to find adequate housing because of the number of children. We rent a XXXX bedroom XXXX XXXX bath house with a large fenced yard for {$900.00} a month. The house is well kept in a nice neighborhood. In addition, the house has a large yard fenced in back yard with a garage and oversized patio. Perfect for our family. Schools are nearby as well as shopping and access to highway and major streets for easy commuting to and from work, shopping, library, hospital and other services in the community. The perfect house for a low income family and an opportunity to raise our kids in a no crime area. We have had challenges and have responded honestly and transparently and yet we are unable to get approval for this loan. We have had a closing date since the XXXX of XXXX and every few days are we are given a potential new date. This last request added on at this time to deposit 3 months of house payments which we did seems a ploy to sabotage us and discriminate against us and prevent us from getting a loan at all costs. At closing they are still requiring taxes and insurance in addition to whatever other fees they discriminately impose whether usual and customary or not. We are forced to form an alliance with our families to provide monies to now comply with any other financial requests. I respectfully request your assistance and let me add that time to ask start this process all over again with a new application with a new bank is not an option for us as we have put the landlord/owner off time after time. As they continue to ask for more and more information and documents we have to continue to pay rent. Thank you for taking the time to look into this. Thanking you in advance, XXXX XXXX
Company Response: Company chooses not to provide a public response
State: CO
Zip: 81005
Submitted Via: Web
Date Sent: 2015-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-09-23
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Freedom Mortgage purchased my loan fro XXXX Mortgage and did not supply a new account # in the correspondence. Therefore, I mailed my payment to Freedom mortgage well before the due date of XXXX XXXX. They proceeded to call me to collect, send me multiple collection and late notices, and meanwhile they cashed my check and mis-applied funds to someone else 's account. I called my bank, XXXX, and they supplied evidence of Freedom cashing my check ; while someone at Freedom hand wrote someone else 's account # on the check. I faxed and emailed the cancelled check to Freedom ( XXXX XXXX XXXX did directly as well ) ; yet Freedom still is " investigating ''. When asked if they are charging interest on the principal payment I made and they cashed, I was told " I do n't know. ) Their website also did not permit me to access any of my account information after multiple password resets and is clearly far behind the times. I have never had a late mortgage payment in over 20 years on any of my properties.
Company Response: Company chooses not to provide a public response
State: PA
Zip: 19382
Submitted Via: Web
Date Sent: 2015-09-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-09-22
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Homeowner is currently 3 months behind on its Mortgage. Homeowner situation is of a temporary nature. Homeowner is ready and willing to commence payments. Servicer refuses to consider a request for a partial claim, forbearance or other workout solution. Homeowner believes there is a simple fix to this servicer made complex issue. A payment plan that will bring homeowner to a current position will resolve issue. Homeowner is placing Freedom Mortgage on notice, that I am " putting the world on notice '' of the security interest in order to make the secured parties ' rights fully enforceable is known as " perfection. " Secured Party Creditor, which is the Homeowner and will be referred to Homeowner herein after, has the right to Exercise Judicial Enforcement and request damages for the trespass against the Debtor Property, which is exempt from levy and in accord to XXXX Statement # XXXX 2015 XXXX. The Secure Party is the rightful holder in due course. Secure Party has a superior lien against the property in question and is above all others who profess to have an interest. Any attempt to commence a foreclosure proceeding will be consider a commercial injury and will be subject to the collateral value stated in the XXXX XXXX XXXX stated herein. A workout solution would be beneficial to all parties. If a workout solution is not met, the Homeowner will exercise its rights under XXXX XXXX accordingly. The Homeowner desires a workout solution.
Company Response: Company chooses not to provide a public response
State: GA
Zip: 30316
Submitted Via: Web
Date Sent: 2015-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-09-21
Issue: Settlement process and costs
Subissue:
Consumer Complaint: Several months ago my wife and I researched refinancing our home in XXXX XXXX, we chose Freedom Mortgage. After several months, and to date ( XXXX XXXX 2015 ) we have not had the closing, but received a letter in the mail from XXXX XXXX on XXXX XXXX 2015 that : " The servicing of your mortgage loan has been transferred from XXXX XXXX XXXX XXXX to Freedom Mortgage Corporation effective XXXX XXXX, 2015 '', etc. The letter gives the address to submit payments : Freedom Mortgage Corporation XXXX XXXX XXXX XXXX XXXX XXXX with the first payment due on XXXX XXXX 2015. I made the payment to Freedom Mortgage account number XXXX, and now Freedom Mortgage is sending us another Good Faith Estimate with a completely different interest rate, mortgage payment, etc ... I was contacted by a XXXX XXXX, Mortgage Processor On behalf of Freedom Mortgage. XXXX ID # XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXXOffice : XXXX ext. XXXX Fax : XXXXEmail : XXXXXXXXXXXX. by telephone and e-mail. I replied to XXXX XXXX about the situation and my concerns about the original mortgage loan and informed XXXX that I have already started payments on the mortgage XXXX XXXX 2015. Today, XXXX XXXX 2015, XXXX replied back for me to provide her the loan number so she can look into this. I am afraid that this may be a scam or a fraudulent transaction, as that XXXX can not locate my mortgage loan number by my name, and that Freedom Mortgage has sent another Good Faith Estimate with different interest rates, etc., trying to fraud me and my family out of my hard earn military retirement / XXXX veteran XXXX XXXX. Which part of the mortgage process is your issue related to? ( 1 ) No closing occurred with official signatures, ( 2 ) per Freedom Mortgage letter dated XXXX XXXX 2015 to start payments on XXXX XXXX 2015.
Company Response: Company chooses not to provide a public response
State: MI
Zip: 493XX
Submitted Via: Web
Date Sent: 2015-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-09-18
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I am working receiving limited invome a month and paying my monthly health and medical insurance. Loan Servicing and Freedom Mortgage gas increased my mortgage for the past year. I have no other income and my mortgage is taking my whole check leaving me very little to pay my other utilities. I went back to school trying to get a better job but that has n't happened yet. I have to have a car because i have no other means of transportation. I am very depressed. This is a home me and my husband purchased when he wss living. I just feel that the mortgage compsny is not looking out for my best intrrest. I have nobody to turn to. Please help and tell me what i can do. At the end of my rope.
Company Response: Company chooses not to provide a public response
State: TN
Zip: 37115
Submitted Via: Web
Date Sent: 2015-09-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-09-15
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: When attempting to make a payment online, I received the following error message : The website is not responding at this time. Please try back later or contact your institutions customer service department for further assistance. We apologize for any inconvenience. I contacted the Freedom Mortgage customer service line and explained to them the error message. The representative informed me that the error was a known issue and that I had the option of either making a payment via the phone system for a {$10.00} fee or via a live person for a {$15.00} fee. I requested a waiver of the fee since I could not make a free payment through their website. The representative stated the fee could not be waived. I then asked to speak with a supervisor. I was transferred to a team lead, XXXX, who was able to take my payment and waive the fee. I believe that Freedom Mortgage is deceptive in its practices by attempting to charge customers a fee for a payments when the option to make a free payment is not available due to the actions of Freedom Mortgage, not by any action by the consumer. In this instance, Freedom Mortgage has no incentive to correct the online system as they are able to obtain fee income from consumers that are unable to make online payments.
Company Response: Company chooses not to provide a public response
State: AZ
Zip: 85212
Submitted Via: Web
Date Sent: 2015-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No