FREEDOM MORTGAGE COMPANY

2019-08-02

Hope Mills, NC

Trouble during payment process

Mortgage: VA mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-08-02

San Gabriel, CA

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Account status incorrect
Complaint: This the letter I wrote on XX/XX/XXXX after multiple phone calls with customer service. I just got off the phone on XX/XX/XXXX & was told that they have by the end of the day to complete this. They knew I was closing on a refinance but didn't care. I have taken this issue up originally back in XXXX of 2017, but they didn't correct the issue back then either. It is not fair that I have to take a higher interest rate, pay thousands of dollars more in interest because this company refused to correct their mistake. I am writing this letter because I am purchasing a new home, I was told that the 30 days late & 60 days late are still reporting on my credit report for dates XX/XX/2017 30 day late & XX/XX/2017 60 days late. The reason that this was reporting late, is when I paid online, I made a double payment by accident.I called to correct the problem. When I asked to reverse one of the payments, Freedom Mortgage canceled both payments & sent me a refund check. By the time, I knew that this had happened, it made my account look like I was missing two payments, even though I made the actual payments once I figured out what had taken place. I had called several times on this in the past and was assured that both late payments would be removed from my mortgage rating. I am asking Freedom Mortgage once & for all to please remove the 2 late payments, so my credit score will go back to where it was supposed to be in the high XXXX. I have never been late on any account. My new home is supposed to close on XX/XX/XXXX, so I am requesting a rush on this. I appreciate your help in this situation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-08-01

Medford, OR

Trouble during payment process

Mortgage: VA mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-08-01

Columbia, SC

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-07-31

East Troy, WI

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Freedom Mortgage has stated that I didn't make my payment in XX/XX/XXXX but I have a canceled check for this payment. They have charged me a late fee and added a mark to my credit report. I emailed them and was told they would send me a letter with the results of their investigation. To date I have not received any letter explaining what they found and they are now contacting me repeatably alleging I didn't make the payment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-07-31

Gretna, LA

Incorrect information on your report

Mortgage: FHA mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-07-30

Warren, RI

Trouble during payment process

Mortgage: FHA mortgage

Complaint: I have been a responsible involuntary account holder with your mortgage for over a year now. Months ago I received a bill from my city explaining my taxes had been assessed and paid incorrectly by my mortgage lender. Since then I have spent hours on the phone giving customer service representatives the opportunity to correct the problem only to continuing the cycle of behind delinquent and having fees and interest accrued at my local assessor 's office. The first representative informed me my taxes had gone up {$3000.00} and that is the reason my mortgage payment went from {$1800.00} to {$2200.00}. This information is completely incorrect and could have been addressed by a 30 second phone call to the city ( which I completed ). I verified that my taxes are actually {$4500.00} and I was in arrears {$680.00} and was currently collecting interest in fees on this past due DELINQUENT account. I contacted your customer service again, each time spending about 40 minutes providing the SAME demographic information to your representatives who apparently are just wasting time because of their ignorance to actually answer and provide appropriate knowledgeable answers. Following my second call a review case was opened through their Real Estate Taxes Department. XXXX from that Department informed me that Freedom MortgagXXXX would be responsible for all fees and interest accrued as a result of their error. I have received 3 letters every two weeks thanking me for the review request but NO answers. Again, for something that could have been solved via a 30 second phone call. This has been over a month now. The new tax bill arrived which your company paid however {$680.00} of that went towards the delinquent amount and shows that I still owe {$680.00} on this current quarter which was due XX/XX/19 and will again put me in delinquency and begin accruing interest and fees. Today I called again and that same thing happened, I was requested about 30 minutes of demographic information, denied to be transferred to the review department ( which I was informed I had a right to do via my telephone call with XXXX and the two letters I received ), and told what I already knew and given NO answers about the arrears amount. I am now in the process of refinancing with ANOTHER lender ( obviously because of this terrible experience ) and was requested to pay the past due amount. This is outrageous that THEIR mistake is costing me money out of my pocked thrice over because your company is failing to address THEIR error and the delinquent amount. I am only looking for the error to be fixed, my taxes to be paid up to date ( without fees coming out of my pocket for your company 's error ) and my mortgage payment to reflect what it should rightfully be based on an accurate assessment of my taxes ( {$4500.00} NOT {$6500.00}! ). I feel that for a mortgage company to commit such grave and easily fixable mistakes is unacceptable and careless. I could very well manage paying my taxes on my own and would NEVER be delinquent. This is incredibly EMBARRASSING and Freedom Mortgage should be ashamed. Thank you for your time.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-07-30

Asheville, NC

Trouble during payment process

Mortgage: Other type of mortgage

Complaint: Freedom has been mailing statements and all communications to the wrong address. When I called to get this error resolved, there was no explanation or apology - it just took a long time to find out that 5 months of information has been sent to the incorrect address. When I asked if they received anything from the post office stating it was the incorrect address ( the address they were using isn't an existing address ) he looked back and saw where they had been notified of the returned mail, but that no one had done anything about it to correct the error. At the end of the conversation I asked for my updated address to be confirmed - the representative read " XXXX '' instead of " XXXX '' so I pressed further. He made the correction but said someone else must have done it since he only changed the numbers - when I asked if it was even likely someone would have edited my information to add an errant " r '' he said it was possible. " XXXX '' was not on the mail I eventually received, even with the incorrect house number, so either someone is randomly editing account information in the system or they don't seem to take much care on accurate servicing information. After all of that - no apology from the representative of Freedom.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-07-30

Brooklyn, NY

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-07-30

Everett, WA

Struggling to pay mortgage

Mortgage: VA mortgage

Complaint: Since last fall I have sent Freedom Mortgage numerous documents that they have requested, requesting hardship status and requesting loss mitigation. I continually get notices for the same paperwork, documentation that I previously sent and even updated my bank statements and updated wage information. To this date they have not even reached out to me and not let me know why I consistently need to send the same paperwork. I feel I am in a catch 22 of sending documentation over and over with no resolution. I would me more than happy to send all the documentation to you to show you what I have sent.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-07-29

WA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I already filed complaint XXXX. While the company responded, it did not resolve the problem at hand. Please review below and/or the feedback I provided on the original complaint. We received a letter in the mail shortly after this response. However, when we took out the original loan the agreed upon LTV in our contract with XXXX was 80 %. I can provide this original contract with XXXX if you need it ( please see attached ). Please advise where to send a copy of this original contract agreement. Additionally, per our original contract, we can request to have PMI removed if the value of the home increases and the LTV is 80 % based on a new appraisal. This will be the case in our situation, as our home value has increased significantly. Based on this, I expect the contract to be upheld and the required LTV to be 80 %, not 65 % as explained in this response and the letter. Once I receive confirmation that our original home loan contract is being upheld, I would be happy to send the BPO fee and necessary paperwork in response to proceed with the process. Thank you, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-07-29

Bridgeport, CT

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-07-29

Neptune, NJ

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-07-28

Baraboo, WI

Struggling to pay mortgage

Mortgage: VA mortgage

Complaint: my mortgage company has since 2017 ( this is the 3rd year ) at this time, has been trying stick it too me with a approximately 2500 increase roughly 250.00 monthly increase mort payment, because they somehow XXXX up my taxes, my taxes have always been payed on time, ( XXXX clerks office with verify this ) https : //.freedommortgage.com/mtg/loan/ has been harassing me since 2017. i file a complaint thru CFPB every now, Freedom mort always tell me there sorry for my inconvenience and it wont happen again ( total XXXX ) i have ask them to keep this file on record, but obviously they dont! so here we go again! i need to stop this insanity with this company, i have requested them to sell my mort to some else but not! now i have to pay this increase of $ $ this month so i wont get bad credit, but they always reimburse me and apologize and say it wont happen again. should i get a lawyer and sue them, do i have a case here? my other complants you have on file XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-07-28

Bellaire, TX

Trouble during payment process

Mortgage: VA mortgage

Complaint: XX/XX/XXXX attempted to make payment for mortgage online. I was unable to make my normal payment as the Mortgage company was attempting to collect {$8000.00} in addition to my monthly payment. The {$8000.00} represented an errant payment from XXXX to the local tax office. I called the mortgage company and was told they were trying to collect additional escrow to cover XXXX/XXXX homeowners taxes. Their error, although they lied and indicated the local tax office did not show me as exempt. I explained to them that as a XXXX Veteran in the State of Texas we do not pay taxes. The company claimed that they needed proof that I was in fact a XXXX veteran and that the local tax office told them that I was not tax exempt. Also they would not apply my mortgage payment until the balance from XXXX/XXXX taxes were repaid to my escrow account. I explained that I had no need for an escrow account but found nothing but deaf ears. XX/XX/XXXX I have provided the mortgage company with my status as a XXXX veteran as well as a letter from the local tax office showing that I had been tax exempt for years and my exempt status was still current. I also confirmed with the local tax office that they made no false claim to the mortgage company concerning my tax exempt status. Mortgage company refuses to adjust my account until they receive a refund from the local tax office. XX/XX/XXXX More of the same awaiting refund from the tax office and talking to the mortgage company 2-3 time XX/XX/XXXX still no refund, mortgage company remain unwilling to take my normal monthly payment. XX/XX/XXXX - letter received from mortgage company attorney notifying me of their intent to foreclose. Letter was generate on XX/XX/XXXX. I called the local tax office to find that the refund had been issued on the XXXX of XXXX. I called the mortgage company and was informed that they had received the refund on the XXXX of XXXX. Needless to say I was not notified. Instead, the mortgage company move forward with foreclosure?!?!?! I am now pending a pay off plan to bring my mortgage company but the clock is also running against potential foreclosure. They have also sent a work out application to refinance my mortgage. I am contacting every regulatory and consumer protection agency that will listen to the schemes of this company in hopes justice will be served. It is also important to note that I only owe $ XXXX against the original $ XXXX note which is only 3 years old. It seems clear this company is using underhanded tactics in order to steal the equity I have in my home.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-07-27

AL

Closing on a mortgage

Mortgage: Conventional home mortgage

Complaint: The mortgage is solely in my deceased husbands name. We are selling the house and title company has submitted all forms per state of Tennessee estate sale law. All heirs have signed and agreed to terms. Forms were sent on XX/XX/XXXX. Freedom mortgage continues to demand additional forms and deny having already received. They will not allow me, who is authorized to discuss account, or the title company to speak to a supervisor.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-07-26

NE

Trouble during payment process

Mortgage: FHA mortgage

Complaint: I am behind on my payments. I have been making a steady payment monthly though. Suddenly this month they are refusing to take a single payment that does not include all of the back balance. Refusing the payment will put me a few days from the time they can start a foreclosure process. They wont let me set up future payments to pay it off, wont let me set up a repayment plan. It's all or nothing without warning all I keep hearing is that it's their policy and has been for years yet I made the payment last month without issue and every month before that. The rep I spoke to was cold and refused to even review the notes on the account stating they have taken the payment in the past. It's very clear this company does not want people to keep their home, they would rather push you in to foreclosure than work to seek a resolution.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-07-26

Richmond, TX

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-07-25

OH

Struggling to pay mortgage

Mortgage: VA mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-07-25

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-07-25

Brookside Village, TX

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-07-25

San Antonio, TX

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-07-25

Philatelic Center, CA

Problem with a credit reporting company's investigation into an existing problem

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Problem with personal statement of dispute
Complaint: Freedom Mortgage company had a computer glitch, I was trying to pay my mortgage on XX/XX/XXXX. I did not receive a confirmation number. I was worried my payment had not gone through and would be late. I checked the next day, XX/XX/XXXX, and there was no account of my payment. I made another payment and received a confirmation on that one right away. I checked my bank account statement after a few days and two charges had been processed. I contacted my bank and freedom mortgage to notify them of the double charge. Somewhere along the road both my bank and freedom mortgage reversed a payment- even though I obviously was only trying to get one reversed! Why would I pay twice and then purposefully remove both payments? It doesnt make any logical sense. I got a notice that both the XXXX mortgage had been reversed and that it had now been marked as a late mortgage payment. Exactly what I am trying to avoid! Due to this mixup, we are being offered much worse rates on our next mortgage. Its unfair punishment on my part to receive a serious ding on my credit report for an obvious misunderstanding that began with an error on the freedom mortgage payment page. I want this mark on my credit removed- its not a reasonable way to conduct business at all!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-07-25

Brooklyn, NY

Closing on a mortgage

Mortgage: Conventional home mortgage

Complaint: 1. XXXX XXXX XXXX issues Mortgage 2. XXXX XXXX XXXX Issues Mortgage Modification ( lower rate ) 3. Filed with County Clerk CNY 4. XXXX approx. Mortgage sold to Freedom Mortgage 5. XXXX approx. Mortgage servicing transferred to XXXX XXXX 6. XXXX -approx Mortgage servicing transferred to Freedom Mortgage 7. XX/XX/XXXX Freedom Mortgage advises Loan Paid in Full, Note and Satisfaction being sent/filed. 8. XX/XX/XXXX Freedom Mortgage advises they can not issue satisfaction as they do NOT have note, nor any record of assignment. 8a. Freedom Mortgage Number and XXXX XXXX XXXX numbers match 8b .Freedom Mortgage claims Lien filed by XXXX XXXX has no relationship to them 9. XX/XX/XXXX XXXX XXXX declares they are out business 9a. Declares as a courtesy they will file satisfaction if 9b..They are paid {$600.00} 9c.. Receive letter from Freedom Mortgage authorizing release 10. .Freedom Mortgage advises they have no knowledge relationship with XXXX XXXX and therefore can not issue requested letter of release. 11. My ownership is threatened, I can not refinance, nor sell my property.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-07-24

Clarkesville, GA

Incorrect information on your report

Mortgage: FHA mortgage

Complaint: Freedom Mortgage has failed to report the correct loan # XXXX status which was paid-off back in XX/XX/2019. I will attach the latest credit report which was generated today XX/XX/2019. All I am asking for is for Freedom Mortgage to report my loan status correctly and it is being ignored again XXXX months now and still not reported correctly.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response