FREEDOM MORTGAGE COMPANY

2019-04-23

Bonney Lake, WA

Incorrect information on your report

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

2019-04-23

WA

Trouble during payment process

Mortgage: VA mortgage

Complaint: We got a bill from Freedom Mortgage stating we owed way more than our normal payments because they said that we owned 3 properties and our taxes were suppose to be XXXX per year and we had to pay a XXXX house payment to catch them up. We called and emailed them proof that our taxes were only XXXX per year and they made a mistake. They supposedly fixed the mistake, but come to find out they havent because we sent XX/XX/XXXX mortgage payment and they put it to the owed taxes and escrow instead of our house payment and in turn sent a bill stating we were late on XX/XX/XXXX house payment with a late fee on top of that. We paid our house payment on time and they messed up and they mess up all of the time. This needs to be fixed and we should not owe a late fee and they better not tell the credit bureaus that our mortgage was late, because it wasnt. Thank You!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-04-22

IN

Trouble during payment process

Mortgage: VA mortgage

Complaint: My husband and I attempted to get our escrow account & payment adjusted due to an overestimation in property tax by Freedom Mortgage. They sent us a refund in XXXX but would not adjust our payment due to our unknown tax amount in XXXX ( due for XXXX ). We received our XXXX property tax during the week of XXXX in the mail, called on XX/XX/XXXX. Spoke with the tax department & they reviewed the tax amounts, verified that their estimation was over what is actually owed. He then called back to customer service, who refused to do an escrow analysis & payment adjustment as " it is not scheduled until XXXX ''. We told them last year that once the tax statement was received, that another analysis would need to be done right then but now they refuse. I do not recommend Freedom Mortgage and wish our loan was not sold to them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-04-19

Bethlehem, GA

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: Constant and annoying calls that don't stop if you don't answer and if you do answer they try to manipulate you into a promise, happens all hours of the day and night, during hours I am at my place of employment, On the weekends. I have asked the company to cease phone communication and that their correspondence can be via XXXX or email. They told me that I would have to send them a letter requesting the calls stop. I sent them a letter even though I verbally told them to stop calling. They said they never received the letter. I once again asked them for the final time to quit calling and that they could communicate via email or XXXX as long as that didn't become to a harassing level as well. I have not been past 30 days and still get these calls nonstop.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-04-18

Beaver, UT

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

2019-04-18

Mesa, AZ

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

2019-04-18

Bainbridge Is, WA

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

2019-04-18

Struggling to pay mortgage

Mortgage: VA mortgage

Complaint: On or about XX/XX/2018 I initiated contact with Freedom Mortgage to start a deed-in-lieu on my home in upstate NY after dealing with over 20 different property managers who stole from me and abuse their licenses to include repeated bad tenants. The last tenant pushed me over the edge of pursuing a deed-in-lieu. After months of submitting paperwork over and over finally I found a realtor that was able to get a potential buyer. This DIL process was changed to a Short Sale that has take up a lot of time due to misplaced paperwork and the bank attempting to rush me into a foreclosure that would ruin my military career. Needless to say I am still in the process of a short sale with Freedom Mortgage underwriting department while the regular customer service department is totally disconnected from what has been occurring with my account ( XXXX ). For the last eleven months my account has been in a default status due to the pending DIL or short sale. The bank told me several times that my account status would not be reported as delinquent to the credit bureaus since I am protected under XXXX until recently they they were made aware of the short sale. It is my assumption that Freedom Mortgage is trying to negatively impact my credit score and status twice since the short sale will decrease my credit score on top of the previously reported delinquent status reported for XXXX through XXXX with the month of XXXX reversed. I have called over 100 times and was told something different each time. From we are reversing the process to we cant reverse the process.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-04-18

Keyport, WA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: This is an update to a previous complaint. After further communication with my mortgage servicer ( including response to a CFPB complaint ), I have yet to receive an escrow analysis. Just after creating the loan in XX/XX/XXXX, I paid my home insurance premium to my insurer ( XXXX ), despite the fact that wed arranged to have that paid via escrow. Having received double payment for the premium, XXXX made a refund, in this case to Freedom Mortgage. As a result, Freedom mortgage collected my payment to escrow for insurance, but DID NOT expend a payment for premium from escrow. There is, therefore, an overage in my escrow account that I would like refunded. However, Ive been unable to secure this, or even get a copy of a relevant escrow analysis. On XX/XX/XXXX, at XXXX XXXX PST I spoke to XXXX XXXX She acknowledged the situation, recognized the overpayment, told me that an escrow analysis would be complete by XX/XX/XXXX and told me I could expect a check for the overage by XX/XX/XXXX. On XX/XX/XXXX, at XXXX XXXX PST I spoke to XXXX XXXX. She said that the analysis was in progress, and that it would take five days to complete. When I asked to speak to a supervisor, she said theyll just tell you the same thing Im telling you. She further told me that company policy was to perform an analysis only after 90 days. When I explained that we were past the 90 days since assuming the loan on XX/XX/XXXX, she demurred. When I asked to be informed when the analysis was complete, she said that shed put in a supervisor ticket. I never received any notification of further action. I believe that she was intentionally misleading, and was certainly rude and unhelpful. On XX/XX/XXXX, at XXXXXXXX XXXX PST I spoke to XXXX XXXX. He tried to convince me that there had not, in fact, been an overpayment, although his reasoning was flimsy and his communication vague and imprecise. I found his obfuscation disrespectful and irritating and so asked to speak to a supervisor. XXXX handed me off to XXXX. XXXX told me that I needed to wait till 90 days after the assumption of the loan in order to receive the analysis. She apologized for the misinformation provided by here colleagues. She told me that I could expect an analysis, which would clarify whether or not there really had been an overpayment, by XX/XX/XXXX. On XX/XX/XXXX, at XXXX XXXX PST I spoke to XXXX XXXX. She told me that despite what Id been told earlier, that I should not expect an escrow analysis till XXXX, since that was state law. When I asked for an exception, she said that was impossible. She handed me off to XXXX XXXX. XXXX reiterated many of the obfuscations that XXXX had, but added that Freedom Mortgage wanted to retain any potential overpayment in case that actual tax bill or insurance premium had increased. He asked me if anyone had offered me any other means for obtaining an escrow analysis. I found this pretty infuriating since I thought it should be pretty clear that an analysis was the exact thing I was looking for. He directed me to write this email. I didnt enter in a contract with Freedom Mortgage. Given the series of gaffs, untruths, and obfuscations that Ive been subjected to, I am angry that I am forced to do business with Freedom Mortgage. Seeing the pattern of deception, I believe that Freedom Mortgage systemically attempts to sequester funds, from customers, for their own use and benefit. When XXXX verified me on XX/XX/XXXX she asked me if I was planning on buying a home in the near future ( I am actually ). I nearly laughed. Given my experience, would you do business with Freedom Mortgage? On XX/XX/XXXX at XXXX XXXX, I spoke to XXXX XXXX. She was appalled that I had not received an analysis, despite the fact that my situation seemed to clearly indicate that one was due. She promised to order one as soon as possible, and take ownership of the issue. I have not heard back from Freedom Mortgage as of yet ( today isXX/XX/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

2019-04-18

Cheverly, MD

Communication tactics

Debt collection: Mortgage debt

You told them to stop contacting you, but they keep trying
Complaint: Despite my verbal requests to communicate with me in writing ONLy and to cease all calls to my phone number, Debt collectors from Freedom Mortgage ( XXXX ) continue to call and harass me. Below is a brief listing of the times and dates of calls from Freedom Mortgage for 2019. Please note that I recently replaced my phone and will have to access XXXX for a full history of calls from Freedom Mortgage. XX/XX/2019 @ XXXX XXXX EST XX/XX/2019 @ XXXX XXXX EST XX/XX/2019 @ XXXX XXXX EST XX/XX/2019 @ XXXX XXXX EST XX/XX/2019 @ XXXX XXXX EST XX/XX/2019 @ XXXX XXXX EST XX/XX/2019 @ XXXX XXXX EST XX/XX/2019 @ XXXX XXXX EST XX/XX/2019 @ XXXX XXXX EST XX/XX/2019 @ XXXX XXXX EST XX/XX/2019 @ XXXX XXXX EST
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-04-17

Finksburg, MD

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Since XXXX, Freedom Mortgage has attempted to charge me a late fee each month even though I have never been late with my payment. I have repeatedly had to prove that I was not late with any of my payments. In XXXX, I paid my mortgage, entering my account number correctly ( triple checked as always and no other company had an issue submitting for payment that same month ), but several days later Freedom Mortgage reversed the payment. They did not attempt to contact me to let me know there was any issue. I did not realize they had reversed the payment until after my payment was now late. Speaking with them on the phone they claim I entered the account information incorrectly. Again, I do not believe I did. I triple checked and it is the same bank account number that I enter to pay all my bills. I have not ever had an issue previously from other companies using the account number. Freedom Mortgage purchased my loan and I have had difficulties with their website and their company since that time. I feel like they have been attempting to put on my record a late payment and charge me extra this entire year and now they found a way to do it. I can only imagine if they do this for every client how much extra money they would rake in charging everyone almost {$73.00} extra a month. If they had reached out as soon as there was a problem ( if there even was one ) then customers would have a chance to rectify the problem prior to the due date. They have my email address and my phone number. Terrible customer service and a rotten business practice. Oh and by the way, I mentioned while on the phone just a minute ago that I would be making a complaint and suddenly the website isn't allowing me to see my account information. I could see it prior to complaining but now it is suddenly unavailable.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-04-17

Kachemak, AK

Incorrect information on your report

Mortgage: VA mortgage

Complaint: Hello, I late payments for XXXX, XXXX, XXXX and XXXX of XXXX. At that time frame we were having serious issues with our Mortage company over a unacknowledged tax credit we have, we were getting false information about how this issue was going to be resolved, at first we were being told that the back pay would be applied to our next due payment, we would receive our next statement and see that it was not then we would have to back pay it to be caught up at which point Freedom Mortage representatives were telling us that again it would be applied to our next payment this cycle continued until we contacted our loan origination company to get involved due to our constant miss information and run around we were receiving, residential mortgage got In contact with a representative from Freedom Mortage who worked with us to resolve the issue. We ended up receiving a back payment check as we learned that the it could not be applied to a payment and that it was incorrect information that was being given to us! Our late payments were not our fault and are due entirely to faulty information given to us by Feedom Mortages call center. These late payment reports are drastically and negatively affecting our credit. Our point of contact has been XXXX in customer relations at Greedom Mortage. The customer care office who is the department that would resolve this will not return my calls or emails. I sent Freedom Mortages customer care center a email on XX/XX/XXXX and again on XX/XX/XXXX the second time I also CCed there customer relations office yet still with no response! Any help would be greatly appreciated Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-04-16

Syringa, VA

Incorrect information on your report

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

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

Timely Response

2019-04-16

Quartzsite, AZ

Applying for a mortgage or refinancing an existing mortgage

Mortgage: FHA mortgage

Complaint: Freedom Mortgage assigned an FHA Case Number fraudulently before they had Fully Executed 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

2019-04-15

Kawaihae, HI

Trouble during payment process

Mortgage: VA mortgage

Complaint: On XX/XX/XXXX of 2019 my husband and I assumed a VA mortgage from a seller with Freedom Mortgage and we are beyond dissatisfied with their handling of this account. The first issue was that we were informed 4 days after we closed that the previous owners of this mortgage had a {$1300.00} shortage in their escrow impound account and it was not disclosed to us in the process of closing. Their explanation was that it was disclosed to us by telling us what our estimated monthly escrow payment would be. We were not made aware that it included an increase in that payment due to the deficit. Second, I asked for an escrow analysis be sent to me to see after this incident and I was shocked at their accounting practices. Some months they pay into the account, other months they do not, and sometimes they double up the payment into the impound account. We tried to resolve the whole thing with them by writing a letter to their escrow department and asking to drop the impound account. We are more than capable of paying for our homeowners insurance and taxes. They declined and said XXXX XXXX backed their loan and the rules are that you need to have an impound account for two years. Then they retracted that statement and said it was their own rule. For the life of me, I can't get a person on the phone who can help me there. I reach a dead end in the 40 or more hours I have been on the phone with them. I start with the XXXX number, escalate it to a supervisor, then the their " ambassador '' level and every time, they say they will look into it and call me back and NO ONE ever does. I have a list of every phone call and all the supervisors I have spoken with and their ID numbers. I can't get my loan serviced. Help! See attached documentation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-04-15

Las Vegas, NV

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Freedom Mortgage sold my loan to XXXX in XX/XX/2019. Since I have arranged auto-pay from my billpay account, the XX/XX/2019 payment has been processed and paid to Freedom Mortgage. My bank has sent the proof to Freedom Mortgage that payment of {$1100.00} has been remitted to Freedom Mortgage on XX/XX/2019. However, this {$1100.00} has not been post to my mortgage account at Freedom Mortgage or XXXX. I have tried to contact Freedom Mortgage regarding this 'overpayment ', but as of XX/XX/2019, they still have not contact me and return this 'overpayment ' to me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-04-12

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

2019-04-12

San Bernardino, CA

Struggling to pay mortgage

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

2019-04-12

Lewisville, TX

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: Recently I bought a house and applied a loan from Freedom Mortgage Corporation. The loan application was handled by XXXX XXXX XXXX XXXX. Initially the closing date was set as XX/XX/2019. XXXX XXXX XXXX XXXX locked my rate for 3 days. This lock expired on XX/XX/2019. In other words, the lock covers three days, namely XX/XX/XXXX,XX/XX/XXXX, and XX/XX/XXXX. Later, due to the title company 's issue, the closing date was changed to XX/XX/2019. XXXX XXXX XXXX XXXX extended the lock from 3 days to 9 days. The new lock expired on XX/XX/2019. It covers XX/XX/XXXX,XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX,XX/XX/XXXX, and XX/XX/XXXX. Obviously, there is a 3-day overlap between the length of the initial lock and that of the new lock. I was double charged for the 3-day overlap in the closing disclosure. However, XXXX XXXX XXXX XXXX only reimbursed me the cost of 2-day overlap. I argued with XXXX XXXX XXXX XXXX but I was rejected. I file this complaint to get my money back. It is the cost of one-day lock and is {$68.00}. Thank you!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-04-11

Newark, DE

Trouble during payment process

Mortgage: FHA mortgage

Complaint: I re-financed my mortgage in XXXX of XX/XX/2018 with Freedom Mortgage. My mortgage payment was {$910.00} monthly. Shortly afterward, I changed Homeowners Insurance from XXXX to XXXX XXXX. My policy went from {$820.00} to {$850.00} respectively. XXXX sent me a refund of {$570.00} which I immediately paid to freedom Mortgage. Shortly afterwards I got a letter from Freedom Mortgage stating that there was an Escrow Shortage of {$820.00} and my monthly payment would go from {$910.00} to {$980.00}. This amount is not what I agreed to pay in my Closing and Settlement of the Re-finance. I called Freedom Mortgage to see what the situation was and they just went over the figures which don't compute to me ... They must have underfunded the Escrow Amount initially. How can it be {$820.00} short on a brand new Re-finance? I made arrangements to pay the {$820.00} in 2 years bringing my monthly payment to {$950.00}. THIS IS NOT WHAT I AGREED TO ON MY CLOSING AND SETTLEMENT. PLEASE HELP!!!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-04-11

Bremerton, WA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: -- -In XX/XX/XXXX Freedom Mortgage expected me to begin paying an escrow shortage they suddenly ( XX/XX/XXXX ) determined to be approximately {$2000.00}. I was unaware of this escrow shortage until late XXXX. I then learned they had been sending me letters which I thought were simply monthly statements and mistakenly didn't open them so I didn't see the letters about the shortage. -- -I had not missed a monthly payment but Freedom began putting all of my payments into my escrow account and then telling me my monthly payment was late and charging me late fees. -- -Freedom 's letters about the escrow shortage did not clarify where the shortage came from, nor did it detail the escrow payments and balance back to the loan origination ( XX/XX/XXXX to XXXX ) or, at least back to the loan transfer to Freedom in XX/XX/XXXX. There had not been a shortage problem previously other than a once or twice request for an additional amount less than {$100.00} in earlier years. -- -Through about 8-10 phone conversations with customer service representatives I learned very little pertinent information, but one rep told me the shortage was because I had changed insurance companies twice in a short time ( XXXX ) after having to leave my original homeowner 's insurance due to increased costs. The rep said there were three full payments in a 12-month period ( from XX/XX/XXXX to XX/XX/XXXX ) so they were expecting a large increase in escrow disbursements in XXXX. Of course, this meant that only one insurance payment would go forward but they appeared to treat these amounts as if they would continue ; I haven't quite figured that part out. -- -The one part of this that I will stipulate is that the two insurance companies I cancelled with sent me refund checks but I did not correlate them with escrow ; only recently have I realized that these amounts should have been returned by me to Freedom ; I just assumed the insurance was sending me leftover funds. I had no notice from Freedom or the insurance companies that I should send the refund checks to Freedom ; or, if they did and I just didn't understand it, that was the beginning of the communication mix-up. -- -A few times on the phone I asked to speak to a supervisor but was not allowed to by the reps I spoke with. One time the rep asked about my request and came back on the line to say a supervisor would call me within 48 hours. I never received such a call. A later call with a rep called XXXX was the best service I have received from Freedom. She couldn't help me with records but told me that I absolutely have the right to ask to speak with a supervisor and that it should happen right away until I was satisfied with the response. -- - In short, I disputed the numbers given by Freedom and wanted to run them myself and compare them to my records. The snags I ran into were : the variations in escrow paid in to my account from the monthly payments, missing monthly escrow balances, " Other '' column amounts and fees which I could not decipher, and my payments being labelled " unassigned '' and termed " cash receipts '' instead of payments if they were not the exact amount Freedom expected. I received a final answer to my requests 2 days ago on XX/XX/XXXX saying that they could not accommodate my explanations line by line for " other '' amounts, escrow balances, etc. On the initial page of the report attached to that letter the heading stated the report covered XX/XX/XXXX through XX/XX/XXXX. But the actual report started in XX/XX/XXXX, not XX/XX/XXXX. And the letter stated the report was from loan origination up to the present. But the loan origination was in XX/XX/XXXX with XXXX, transferring to Freedom in XX/XX/XXXX. So their report ( incomplete from my perspective ) covered XX/XX/XXXX up to the present. I was still short the records from XX/XX/XXXX back to XXXX and the report they did send did not include the escrow balances throughout, as they stated in the accompanying letter was not possible. Finally, I asked to have the escrow shortage amount of $ XXXX+ spread out over time because I was still very low income at that point ( I have since begun receiving my state pension ). In working with " XXXX '' the shortage was spread out over 34 months but they would not spread out the original 2-4 months that had already passed. I am still receiving bills stating that $ XXXX+ is needed to cover those 3 or 4 months of escrow shortage, even though most of the amount was, as I understood, being handled by the 34-month distribution over time. I have not been able to determine the full meaning of Freedom 's records to ascertain if their accounting of escrow balance was correct, and also why they charged me late fees for the monthly payments which they were putting into the escrow shortage. I'd requested the 60-day time period in order to prepare to talk with Freedom about all of this, but I have determined from all of my contacts with them that this is not possible. Therefore, I am submitting this complaint to the CFPB.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-04-11

Itasca, IL

Trouble during payment process

Mortgage: VA mortgage

Complaint: * XX/XX/XXXX Freedom Mortgage was notified in writing that out home was 100 % tax exempted and we asked the tax in escrow to stop being held. By Illinois state law from XX/XX/XXXX ( S.B 1427 ). Freedom Mortgage did not comply with this law until XX/XX/XXXX. * XX/XX/XXXX. We asked that the loan no longer be in escrow since we were still being charged the tax amount in violation of of S.B 1427. In the state of Illinois under act 765 ILCS 910/ Mortgage Escrow Account Act we have the right to cancel at anytime. Freedom Mortgage on XX/XX/XXXX denied that request, again unlawfully and not in compliance with state law and mandate. *We continued to pay through XX/XX/XXXX and which point the demand to forward all funds collected for the tax be applied toward any future payments, sent in writing. No response was given and than denied in XX/XX/XXXX. We filed a Federal complaint for abusive and predatory banking practices. * XX/XX/XXXX In speaking with Freedom Mortgage I was made aware of a unknown to the homeowners a Insurance policy from XXXX XXXX. *XX/XX/XXXX I called XXXX XXXX to find out about this additional above and beyond the insurance I already had. I was told by XXXX XXXX on XX/XX/XXXX that no such policy exists and has not existed. *XX/XX/XXXX I called back Freedom Mortgage and spoke to XXXX in the Insurance department where on their own recorded call. Confirmed that they had been collecting on this fraudulent policy, that they had in house paperwork showing that this policy had been cancelled from XX/XX/XXXX on a document she ( XXXX ) had received in XX/XX/XXXX. XXXX also went on to verbally confirm the company knowingly continued to take demand the monies to go into escrow for a non existing policy. XXXX also stated very clearly that they would continue to demand the funds irregardless of insurance policy or not. *XX/XX/XXXX I spoke to the mortgage division of Freedom Mortgage demanded escrow be closed and all funds be applied toward any and all outstanding payment. That they had been collecting these monies in a abusive and predatory manner and had committed insurance fraud. I was told that the company would not stop this practice but open a ticket. I additional provided all current Insurance information and proof of policy that had already been purchased and was not part of this abusive " escrow '' they had put on our account. XX/XX/XXXX I spoke with the DC Division of DISB- Division Of Insurance, Securities and Banking. I was at the time also directed by my investigator to file with Illinois State Attorney, the Illinois Division Of Insurance , Securities and Banking and The Illinois Department of Regulations which I did. The are investigating and have accepted my complaint based on per their conversation " Freedom Mortgage is clearly being abusive and predatory. Clearly in need of investigation and review of their license to do business in the state. " XX/XX/XXXX I spoke with XXXX from Freedom mortgage made sure to go over all my request based on state and federal law. I clearly on their own recorded call stated exactly what was desired by myself and XXXX XXXX XXXX that all extra fund be applied to any and all outstanding payments versus holding funds in a escrow that should not exist for no purpose but to be abusive based on their internal procedures and not the law. I was told they would open a ticket. I also asked that any and all comments and reporting on XXXX XXXX XXXX 's credit report be removed since they are demanding payment they already have along demanding payment that is incorrect and invalid since it included a non existent tax and fraudulent insurance. * The week of XX/XX/XXXX or XXXX we are tentatively set to speak with the investigative reporter from local news channel and the 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

2019-04-11

Wonder Lake, IL

Trouble during payment process

Mortgage: FHA mortgage

Complaint: Since XX/XX/XXXX I have tried to dispute this through the credit bureau 's but of course it was " verified as accurate '' although no one will admit to it or provide any documentation. XX/XX/XXXX I received a response to my request to have 3 late payments ( XXXX, XXXX & XX/XX/XXXX ) removed from my 3 credit reports ( SEE ATTACHMENT 1 ) from my Freedom Mortgage Loan. I stated that I did not receive my statements in the mail and therefore fell behind as I did not realize the missed payment until I received the next statement and paid in full ( 2 months ). On XX/XX/XXXX I also received an email apologizing for allowing a solicitation email that I have opted out of sent to me by them ( see attachment # 2 ). This also shows they can not manage their internal systems properly with notifications. XX/XX/XXXX I called XXXX Spoke with XXXX # XXXX who informed me a response letter was sent dated XX/XX/XXXX that I have yet to receive ( as of XX/XX/XXXX ), which further proves either the items are not actually being mailed or they are not getting her for some reason. The XX/XX/XXXX was faxed to me by XXXX at Freedom and states they are unable to honor my request despite the fact I am not receiving statements and letters from them ( see attachment # 3 ) XX/XX/XXXX I called and informed XXXX ID # XXXX, XXXX ID # XXXX, XXXX ID XXXX XXXX & XXXX - customer relations division, them under XXXX Periodic statements for residential mortgage loans, they are required to send statements but they refused to remove them or to let me speak to a manger. They all just suddenly kept asking if I was still occupying the property but refused to escalate or have this open dispute looked into for an update other than the due date of XX/XX/XXXX which is too late for me to be approved for my new mortgage. XX/XX/XXXX Since no one would help me or let me speak to a manager, I sent an email to the CEO and other execs asking for a courtesy adjustment but I have not received a response other than an out of office from Mr. XXXX 's ( see attachment 4 & 5 ).
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-04-10

Carrollton, TX

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

2019-04-09

AL

Trouble during payment process

Mortgage: FHA mortgage

Complaint: Freedom Mortgage is holding my escrow overage in the amount of {$1200.00} until I bring my account current. They have explained to me that I need to bring my account current to receive my escrow overage but did not indicate the minimum amount total to bring my account current.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response