Date Received: 2022-11-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On the prior complaint Freedom Mortgage claimed to payoff my pass due amount of {$21000.00} funds with XXXX funds received. I believed the XX/XX/22 response when my account balance was lower on my credit report, but 2 months later- I'm led to believe it never happened. I never received the canceled VA standalone in amount of {$21000.00}, nor evidence they corrected my account as they stated. Instead, it appears they sent this balance to a collection agency called XXXX XXXX XXXX and the {$21000.00} that XXXX sent to payoff my past due balance and previously showed as " unapplied funds '' on my XXXX mortgage statement, apparently is now missing funds. Please investigate this mortgage company for fraud. They continue to be involved in illegal activities to hurt Veteran homeowners like myself. They have sent my personal information to a company who should not have my information. I will be contacting an attorney next if this is not corrected. This is aggravating my XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33569
Submitted Via: Web
Date Sent: 2022-11-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Their insurance department is forcing " hazard insurance '' w/o any reasoning or cause. My home insurance renewed and my insurance company has provided the proper documentation as it is stated on my documentation. I have uploaded my policy when it was due, but a week later I'm still receiving mail about not having home insurance. They note on their notice that the insurance they purchased is significantly more expensive and can cover less that the one I have. No other material on dates purchased or what's covered was included. Also, why is my load getting sold and bought multiple times a year? Switching companies creates unnecessary burden on the mortgage holder. This insurance information should be transferred seamlessly.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78702
Submitted Via: Web
Date Sent: 2022-11-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Freedom Mortgage bought my loan in XXXX of 2021. Since it has been nothing but a cascade of issues like i have never experienced in the 5 years i paid this same loan to XXXX other mortgage company. XXXX, they purchase my loan, never send me a welcome lettter, and leave me scrambling to pay my loan on time to them as i dont even know who i am paying it to? XXXX I get notice that none of my taxes or home owners insurance has been paid as it should out of escrow. in the two months they have my loan i have now had to call each month to get them to do their job. XXXX I am notified they are increasing my mortgagepayment by {$78.00} for the next 12 months because the cushion in my escrow account is short {$430.00} dollars, now anyone past 5 th grade knows that XXXX is more than XXXX. But They are quoting a law, stating they are right,. and increasing my mortgage for the first time in 5 years. seems very suspect XXXX brings a billing statement from this company stating that my monthly payment is {$0.00} of course when i call the automated system they state i owe my newly increased usual monthly payment. Is this not predatory > to send out a false billing statement. to hope a home owner doesnt pay their loan on time > to initiate them doing so by sending them false and misleading statements? and never correcting them > I want anyone else to service my loan and I would love this company shut down
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 173XX
Submitted Via: Web
Date Sent: 2022-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: From the time we refinanced, the escrow was short about XXXX, unbeknownst to us, when I realized this I put extra in. They are still saying we are XXXX short although their own accounting has us at XXXX short but they refuse to fix the issue and are still insisting that we are XXXX short. I looked at all the numbers and the company is wrong and they are inconsistent.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 18020
Submitted Via: Web
Date Sent: 2022-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-22
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: We were in the covid forbearance program. when we went to reinstate the loan we were trying to get our payment down and refinance the loan at a lower interest rate. We were successful in that we got our payment lowered by XXXX dollars and the interest rate dropped to XXXX. The papers were sent to us and we had them notarized and mailed back to the company, This was the end of XXXX of this year. We started making payments and then received a call that the maturity date was wrong on the notarized copies. So they were going to send out a new set of papers. Well they sent us the very same papers with the same maturity date. We immediately called and notified them. Their response was to say that there would be a third set of papers mailed out. It is now XXXX and we have yet to receive them. They were called repeatedly every month several times. Their answer was it was going to underwriting or it was being checked into. We have spoken to many many employees a XXXX XXXX, XXXX XXXX, always the same thing. We actually just called them last Friday, everything was ok except that now the program we were originally signed up for was no longer available, so they wanted to raise out interest rate and make us pay thousands out of pocket for the loan to be current. That is financially not an option for us. So Monday We get a call that they are foreclosing, and the guy wants to come out to take pictures. We are not the only XXXX that this is happening to. We want answers and they are criminal in the way they have treated us. We have tried to get this resolved. One person told us on numerous occasions not to make payments till the contract was sent out, now we are being punished for doing what was told. We were not shirking our obligation we have been trying to resolve it for months. This Company is Criminal. They are not working on helping us they are trying to take advantage. There are many like us out there. Please put a stop to their shoddy practice.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 24541
Submitted Via: Web
Date Sent: 2022-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-21
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I applied & was approved for XXXX XXXX XXXXXXXX in XX/XX/2022. I started employment XX/XX/2022. I realize the program was a XXXX time program, due to my circumstances I recently started employment. Seeing as I was approved for XXXX XXXX XXXXXXXX & received {$32000.00} toward my mortgage, not the maximum amount Why wouldn't I be able to receive additional mortgage assistance, an extension towards the prior XXXX before I started working... XXXX thru XX/XX/2022, an additional XXXX XXXX since I didn't receive the maximum amount available? Its pretty much impossible for me to make up the difference as I've been without income for over a XXXX. Plus my XXXX XXXX was the lowest amount awarded even though I had wages to factor in, which was never recalculated towards my claim. I've been struggling XXXX XXXX XXXX XXXX XXXX, contemplating XXXX fighting to succeed to get to this point of loosing my house because the eligibility for XXXX XXXX XXXX program is a 'XXXX XXXX XXXX ' which makes no sense especially in my personal unique situation. I would GREATLY appreciate the additional money from XXXX XXXX XXXXXXXX fund to make my mortgage current. Thank you 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: 961XX
Submitted Via: Web
Date Sent: 2022-11-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-18
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was approved for XXXX partial claim loan modification and resumed regular monthly mortgage payments per the modification arrangement. The home was still sold at a foreclosure auction on XX/XX/XXXX. Freedom mortgage said the resumption of payments with the loan modification would cancel the foreclosure and auction. They sent me paperwork in the mail saying I was approved for the modification, and also a separate notice prior to that approval that I had until XX/XX/XXXX to pay the default loan amount to avoid foreclosure. I also have an email saying I was approved and had to call and accept the loan modification approval which I did. I made my mortgage payment on XX/XX/XXXX on the phone with a rep from Freedom Mortgage and they said nothing about the upcoming auction on the home and took my payment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85757
Submitted Via: Web
Date Sent: 2022-11-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-16
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I applied for a loan modification last year in the month of XXXX, the company Freedom Mortgage after verifying that they received my documents never completed the process. I called the company over and over for the status of the modification in which they just never processed it. After a almost a year of waiting for them to do something, the delinquency reached a whooping {$15000.00}. Around this time I had to reach out to XXXX XXXX for assistance to save my property from foreclosure in which they assisted with the debt. Freedom Mortgage gave the city the wrong payoff amount to cure the problem thus leaving a remaining battle to become current. Again after receiving these monies they requested that my documents were missing and to apply for again with updated documents which I did. Up until this very date they still have not started the process of modification and the balance is again rising. The company has also sent me a demand letter for the past due payment and are threatning foreclosure. Freedom Mortgage has shown gross negligence in this process and I am looking to seek legal counsel to consider a lawsuit.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75115
Submitted Via: Web
Date Sent: 2022-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-16
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Freedom Mortgage offered the XXXX relief program just like every other lender in the XXXX. Based on the fact that I lost hours with my part-time job I took advantage of this program. After the XXXX moths I was prepared to begin the process of making payments again. Initially I was asked for a list of documents, from a person that I talked to on the phone. I got those documents and sent them to the XXXX, a couple weeks later I got a letter that stated " more documents are needed '' and nothing more. I called again and they said they would send a letter with more updated information on it. On the follow-up letter it said that they needed paystubs and bank statements, I also verified verbally that this would not affect my credit and was told that since I am in loss mitigation status again, there would be no negative impact on my credit. I sent over the pay stubs and bank statements for my main institution, along with a statement as to why I took advantage of the XXXX relief program. A few weeks later I got another letter asking for Proof of XXXX ( Award Letter ), XXXX XXXX XXXX Return ( All Pages ), 2 Month Bank XXXX ( all pages ), Financial Worksheet, XXXX, Proof of Additional Income. I attempted to call them on XXXX different occasions with the wait time lasting over an hour, and no time to wait for that. On the back side of the letter it states, " Please be on the lookout for a call from us. We'll follow up on this documentation request and answer any questions you XXXX have. '' This statement led me to believe I did not need to wait on hold and someone would call to help me. On XXXX XXXX, I got a notice saying I was 180 days past due onmy credit report and my home was being processed in foreclosure. I called in and explained and was repeatedly told this was my responsibility and I needed to call them. Also, that even though they told me I didnt need to pay I should have and this falls on me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23061
Submitted Via: Web
Date Sent: 2022-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was granted forbearance by Freedom Mortgage in accordance with the XXXX XXXX during the pandemic. I was an essential worker at the time. Coming out of the forbearance, I agreed to a loan modification. I submitted the appropriate paperwork to Freedom Mortgage on XX/XX/XXXX of 2022. I called frequently to ensure I had submitted the proper paperwork to them and was assured that I did. Many months later, I was asked to re-submit my loan modification paperwork. I complied and submitted my paperwork a second time on XX/XX/XXXX of 2022. I again called Freedom Mortgage frequently to ensure I had submitted the proper loan modification paperwork. I was again assured that I did. To my surprise in XXXX, I called my payment into Freedom Mortgage as online payment was not an option. The customer care representative stated that my mortgage had moved into pre-foreclosure. I have never missed a payment to Freedom Mortgage. I've maintained my mortgage in accordance with the stipulations outlined by my forbearance and loan modification option and was being told my mortgage was in the preliminary phases of being foreclosed upon. I submitted loan modification paperwork for a third time on XX/XX/XXXX of 2022. I have called multiple times since then and have been told of errors in the paperwork despite following the previous customer care individual 's instructions perfectly. At this point, the mechanisms intended to provide help to veterans that are their customers is broken. Freedom Mortgage gives the appearance of intentionally allusive requirements and insufficient communication to customers if there are follow-up items needed. It is now 10 months later, and Freedom Mortgage has failed to act. Interest rates are now at a peak from XXXX at the time of first application to XXXX now. A 100 % XXXX veteran, I will lose thousands of dollars that I would not have had to pay in principal and interest had Freedom Mortgage followed through in a reasonable manner to protect their customer, me, against the negative impacts of a global pandemic and while functioning as an essential worker during that time.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07304
Submitted Via: Web
Date Sent: 2022-11-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A