Date Received: 2022-07-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My original mortgage was with XXXX XXXX XXXX, started on XX/XX/XXXX. In XXXX of XXXX, I received a letter that XXXX XXXX XXXX had sold my mortgage to Freedom Mortgage. By the end of XXXX, I had not received a welcome letter from Freedom Mortgage and was worried about missing my XX/XX/XXXX payment. I called Freedom Mortgage, where I tried to make a payment. The auto payment system asked me for a loan number which I did not have since Freedom Mortgage had not sent that to me. I followed the automated system who then told me that new customers who were having their accounts transferred to Freedom Mortgage would have a 60 days grace period to make the payment. As I was leaving the country for 5 weeks on XX/XX/XXXX, that gave me peace of mind. When I came back, I paid my XXXX and XXXX mortgage payments. I reached out to Freedom Mortgage in XXXX asking to remove my escrow account from my mortgage. I received a denial letter with the reason being I did not have a history of on time payments over the last 12 months. Freedom Mortgage says I was late on my XXXX payment, which I couldn't make because the company was behind on sending out their welcome letters. Even though Freedom Mortgage 's welcome letter is dated XX/XX/XXXX, it did not arrive to my address prior to XX/XX/XXXX, my departure date as I checked my mailbox everyday before leaving. After calling their customer service center twice, I was transferred to the escalation department. The escalation department says I was late because I did not make my XX/XX/XXXX payment date. When I emphasized that their letterhead says XX/XX/XXXX at the earliest, the escalation department said I still could've made the payment by the end of the month. I'm pretty sure that if I had made the payment before XX/XX/XXXX, Freedom Mortgage still would count that as a late payment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30101
Submitted Via: Web
Date Sent: 2022-07-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom mortgage processed an auto-payment that was due on XX/XX/XXXX of this year a day early on XX/XX/XXXX of 2021. Since that day, they have shown me as being one month past due because of a glitch in their accounting system. I am receiving automated phone calls weekly from them telling me I'm behind on my payments. I have spoken with customer service reps and managers XXXX total times. Each time they tell me I am current, their system made a mistake, and they are working to fix it. XXXX months now they have shown my account in loss mitigation. They refuse to provide me any updates in writing, give me status updates, codes, or any other information I can use to prove that I am up to date. Despite ensuring me over the phone each time that no action will be taken against me, they refuse to provide me with any proof I am up to date. Their website also contains no information on my account other than a page that says " Your account is in active loss mitigation ''. It doesn't even specify the amount past due. I have had my account on auto payment since they took over my loan sometime last year and have never missed a payment. My loan due amount changed on XX/XX/XXXX of this year due to escrow changes. Despite showing me in loss mitigation, my bills have remained consistent and the due amount has gone down.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 20176
Submitted Via: Web
Date Sent: 2022-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-14
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: So for the past 4 months now I have been actively trying to work with freedom mortgage loss mitigation department in trying to find a way to get back on track with my mortgage and every time I call it's always a different excuse I have been working with my regional veterans affairs mortgage representative that I was assigned and on XX/XX/2022 I resubmitted there packet as instructed and the VA representative got a 30 day extension giving the lender ample time to review the packet and correct the mortgage loan but instead of them doing there jobs they never reviewed the packet which the VA representative has all the correspondence between them where the extension was approved for this purpose but instead of them reviewing the packet and moving forward with fixing the mortgage loan they just ignored the packet and the extension and went through with the foreclosure sale inside of the 30 day extension that was approved and they never sent out the letter stating the date and time of the sale to me so I feel that I am being discriminated against and unlawfully treated on the grounds that I am a XXXX veteran
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 378XX
Submitted Via: Web
Date Sent: 2022-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-14
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I had been working on a XXXX standalone mortage to cure a past due balance for several months. The first time I completed it, Freedom mortgage put the wrong maturity date on the documents, it was rejected by county recording, and it took them XXXX months to correct. During the time I was in process, Freedom Morgage had robo called me XXXX times between XX/XX/XXXX to XXXX XXXX of this year to the point I had to remove my number from my online profile and block them on my phone. They were also having people post notices on my door at home. I called around XX/XX/XXXX and requested they cease leaving notes on my door. I called their closing team number XXXX on XX/XX/XXXX when they did it again. They have since posted a XXXX letter XX/XX/XXXX and, a person in my house saw it with my private information disclosed. I tried to request a XXXX time to cease and desist in writing via the website and the system would not allow me to do so. This is a serious privacy violation and harassment of a XXXX XXXX XXXX XXXX with 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: 2022-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-14
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: On XX/XX/2022, we closed on a refinance of our home, taking out additional funds to pay off our creditors and consolidate our bills all to our mortgage. We refinanced our existing loan through our current mortgage providers, Freedom Mortgage Corporation. XXXX XXXX XXXX XXXX XXXX ) was the company who processed most of the mortgage. They were given the cash funds for our creditors to be dispersed into checks. They dispersed 8 checks to us, from their XXXX XXXX XXXX on XX/XX/XXXX and all 8 checks were delivered to us via XXXX. Unfortunately, addresses with po box , which is every creditor we had, can only be mailed to by USPS. Our checks were stolen from the post office, we have provided memorandums from the Special Agent on the case ( at least 30 victims ), sheriff report, had a check returned for fraudulent use, demanded to cancel 7 of the 8 checks before they were cashed- this did happen once the fraudulent check was returned, but still too late as 2 checks had already cleared their bank. As of yesterday, the XXXX of XXXX XXXX XXXX informed me, after 122 days after the checks were issued, I believe USPS acknowledged that they were having an issue with an employee that was stealing checks and cashing them. Have you followed up with them to see if they will advance these fees? I am a victim of theft and the closing company/banking provider is asking me to get remedy with the USPS? Seems very dismissive. They also now are saying possible theft after proving with both law enforcement statements but also the other returned check for fraud. It is our money we are paying interest on, but since the money was distributed through their banking account, my hands are tied and at this point with the response I am receiving, I doubt any action is actually being taken. Here is a detailed timeline of events : *On XX/XX/2022 between the XXXX and XXXX we purchased 8 priority mail envelopes at the XXXX XXXX approved USPS office XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX counter. The employee stamped each envelope with appropriate postage. ( {$8.00} an envelope ). XXXX XX/XX/2022 I called the XXXX USPS office as all 8 tracking numbers showed XXXX movement. Was informed no envelopes at the facility. Was referred to the USPS at XXXX XXXX XXXX, XXXX, XXXX XXXX. I phoned the USPS with XXXX resolutions. XXXX XX/XX/2022 reached out to XXXX XXXX to cancel lost checks, as XXXX checks were processed as payment through creditors and XXXX movement reflected on tracking information - told must wait 30 days. XXXX XXXX XXXX XXXX XXXX received returned check made to XXXX XXXX XXXX XXXX XXXX {$1800.00} ) for fraudulent activity causing for bank to investigate the other XXXX checks. *Upon investigation checks made to XXXX XXXX {$2700.00} ) and XXXX XXXX XXXX {$2400.00} ) cleared the bank on XX/XX/2022 ( attached copies of endorsements ). *The other XXXX checks ( approximately {$40000.00} ) were able to be stop payment and reissued. ( The originals are still lost. ) *At this time the stolen checks that were cashed was a total of {$5100.00}. XXXX XXXX ( Friday ) a local police report was made with the XXXX XXXX. They informed me it was out of their jurisdiction but still made a report. Case XXXX XXXX XXXX ( Monday )XXXX Sheriff contacts us to let us know the theft is part of a larger criminal activity and I would be getting contacted by a special Agent from the Inspector General. ( All of this correspondence was forwarded to XXXX XXXX ). XXXX XX/XX/XXXX, the memo expressing our checks were part of this crime, from Special Agent XXXX XXXX XXXX was forwarded to XXXX XXXX We followed up weekly and never could get a straight answer or who was working our file to help get our stolen funds back. After months of different staff being assigned our case and another follow up from us, I was asked on XX/XX/XXXX if we had any legal documentation to provide to help support our case of theft. As of yesterday the VP sent the email I referred to in the beginning of seeking remedy with the USPS. The overall complaint- we still havent been refunded for the stolen money and now the company is suggesting remedies that are not only ridiculous but insulting. We did not get services paid for by this company. We are paying double payments as the money was to pay off a credit card and now it is also on my mortgage
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 81007
Submitted Via: Web
Date Sent: 2022-08-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgage is my mortgage company. I was in forebearance during covid, and I am back to my normal payments as of XX/XX/2022. Please see attached for Promissory note for Partial Claim amount from forebearance. I am in process of obtaining equity line to payoff debt in order to raise my credit score so that I can purchase a new home. The lender 's lien search found the partial claim lien in the county records ( please see attached ). They requested that I reach out to HUD to obtain the lien payoff. HUD does not have documentation on file regarding this lien as it was assigned back to Freedom Mortgage. HUD indicated they had no record in connection with this Partial Claim which is concerning because the deed documentation has a HUD representative 's signature. My lender indicated they would accept a payoff statement or correspondence from Freedom Mortgage indicating the payoff amount of the Partial Claim only, address for payment and good through date. I understand this is a non-interest bearing partial claim and requested an explanation of that in lieu of good through date if Freedom couldn't provide a good through date. I have been trying to obtain lien payoff from Freedom Mortgage since XXXX XXXX. My call records will reflect multiple conversations with Freedom Loss Mitigation representatives. Some have acknowledged Freedom Mortgage is the assignee and should be able to provide a lien payoff statement, but most refer me to HUD even though I have sent Freedom emails from indicating my Partial Claim was not filed with them. Custom correspondence has been provided, but follow-ups to obtain the correct information have not been successful. As a matter of fact the latest correspondence referred to reaching out to HUD for payoff. As of yesterday, XX/XX/XXXX, I was sent emails indicating Freedom had taken responsibility for not filing documentation with HUD and had filed the Partial Claim yesterday and that I should reach out to HUD again. I reached out to HUD via email and a call and still there is no record of filing. I have communicated with Freedom Mortgage again today and they will not provide correspondence with the Partial Claim information only and they will not confirm the Partial Claim has been filed with HUD. This has been detrimental because I need the partial claim payoff information to close the loan. I do not have many loan options because I am in process of repairing my credit after covid. Please reach out to Freedom Mortgage and ask that they provide correspondence with partial claim amount only, payoff address and good through date. At this point if they can not provide such information, I request that they pay for damages incurred as a result of me not being able to obtain loan as a result of them not providing documentation. I will lose {$50000.00} equity loan. They should pay these damages as well as forgive the Partial Claim and release the lien. Further Freedom 's mishandling of the Partial Claim has had a negative affect on my credit. I have been denied credit with a reference that my mortgage was not reduced for an extended amount of time. If the Partial Claim was handled properly, Freedom would have forgiven the amount, updated my mortgage payoff and filed the Partial Claim with HUD to receive HUD 's insurance reimbursement of the amount forgiven. I would have been required to pay off the lien with HUD... Which is why the lender asked for HUD documentation to begin with. Freedom has acknowledged that the payoff amount they had on file was not accurate by providing a new payoff without the deferred amount on XX/XX/XXXX. Please require Freedom Mortgage to update my mortgage balance with credit bureaus. Multiple emails from HUD and Freedom Mortgage are attached for your review. Please note XXXX XXXX has been incredibly professional in trying to help. Her colleagues at Freedom Mortgage will not provide her with information.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28269
Submitted Via: Web
Date Sent: 2022-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I sold the property in question and the transaction was closed and recorded on XX/XX/2022. The closing agent for the buyer was responsible for recording and disbursement of funds, and the agents and I received payout as usual. But the closing company failed to wire the payoff to Freedom Mortgage until I informed them that Freedom Mortgage hadnt received the payoff in XXXX. In the meantime a mortgage payment was more than 30 days late for the missing payment in XXXX and the late delinquent payment was reported and the missed payment negatively affected my credit score making it near impossible to purchase my new home, due to no fault of my own.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23601
Submitted Via: Web
Date Sent: 2022-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-12
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In the month of XXXX my husband and I were sick with XXXX and were unable to work due to covid isolation and symptoms x 14 days each for a total of 28 days in the month. My mother had a XXXX XXXX causing XXXX which also required out of state travel and was unpaid work leave x 3 months. Our in laws had their house burn down. My husband lost his job. We provided proof of all of these events and paid our Mortgage XXXX days late. Freedom mortgage applied a late payment despite our requests for them not to with proof of hardship. Our credit scores dropped by over XXXX points despite our repeat attempts to work with their resolution department without this removed from our credit reports.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95829
Submitted Via: Web
Date Sent: 2022-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-08
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Freedom Mortgage had spoken with me about my payoff back in XX/XX/XXXX. It was supposed to be XXXX. But now as of today XX/XX/XXXX the payoff was XXXX. I had my loan in deferment due to Covid but elected to pay back in payments, not a lump sum. They took the sum from my payoff. About XXXX total without any consulting with me or notice. They also did not explain this process to me when they explained the COVID forbearance action.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 79605
Submitted Via: Web
Date Sent: 2022-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Due to the increasing prices of homes, I figured out that it was very likely my loan-to-value ratio had reached the 78 % threshold required to remove private mortgage insurance ( PMI ). I currently pay {$79.00} per month for PMI. I contacted my mortgage company requesting to remove PMI. They sent information back, asking me to complete the paperwork and mail a {$150.00} non-refundable check to request a broker 's price opinion ( BPO ), which we did on XX/XX/2022. The documents they sent indicated that I would hear from the company within 10 days of receiving the information. Several weeks go by and I decide to reach out on XX/XX/2022 to see what is going on. I realized they cashed our check on XX/XX/2022, which means they received our letter and we should've been contacted early XXXX. I spent an hour on the phone, being passed between 4 different call center employees trying to figure out the issue. The last representative I spoke to told me she would call me back tomorrow morning with more information. When I called the next day ( since she never called ), I learned that is not appropriate procedure for their company - individual call center employees should never be contacted customers directly. So she basically lied directly to my face in an effort to get me off the phone. I call again on XX/XX/2022 and the call center employee tells me the department that handles PMI cancellation requests never received our documentation. I tell him that's impossible since they cashed the check 8 days after it was sent. He tells me I never included the requested information ( two signatures ), which is impossible because that's what I sent with the check. Additionally, if they didn't receive enough information, did they just plan on keeping my {$150.00} check with no follow-up? Nobody contacted me between XX/XX/2022 and XX/XX/2022. I am still trying to get PMI removed from my monthly payment, as I am confident my home value is well below the 78 % XXXX ratio threshold. It's very frustrating to need to spend several hours throughout the week playing phone tag and going through call center stall tactics. This is now two months worth of PMI I have been forced to pay due to poor business decisions by Freedom Mortgage. Understandably, the housing market is likely causing a lot of people to request cancellation of PMI, which is likely why this mortgage company is doing everything they can to dance around federal PMI laws.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 08037
Submitted Via: Web
Date Sent: 2022-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A