FREEDOM MORTGAGE COMPANY

2019-04-09

Brem, WA

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

2019-04-09

Pilesgrove, NJ

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

2019-04-09

WA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I made a payment to principal of {$45000.00} which they received on XX/XX/XXXX but it was not credited to my account until XX/XX/XXXX. The following month they added and then subtracted this amount ( XXXX ) from my principal. They also credited my regular of {$1200.00} payment on XX/XX/XXXX as normal ( this payment was due the due date of XX/XX/XXXX. However they then proceeded to reverse and then reapply the payment of {$1200.00} twice and then charged me a late charge of {$60.00} when the payment wasn't due until XX/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

2019-04-08

Sandy Hook, CT

Incorrect information on your report

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

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

Timely Response

2019-04-08

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

2019-04-08

Bellevue, TX

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: I submitted a Mortgage Modification to Freedom Mortgage in XX/XX/XXXX-XX/XX/XXXX ( Can't remember specific date ). During that time I also was working with a realtor to sell my home instead of it going into foreclosure. I called Freedom mortgage to advise of my house being on the market to sell and continued to keep them informed on the process. In XX/XX/XXXX I called Freedom mortgage again to advise them that I had a buyer and due to close at the end of XX/XX/XXXX and the agreed selling price was XXXX which would've paid off my loan of {$10000.00} in additional to the {$45000.00} I was behind. The title company had been working on the closing since XX/XX/XXXX and paperwork was finished as of XX/XX/XXXX. We were now set to close in the beginning of XX/XX/XXXX in which I again advised Freedom Mortgage. In the interim I received a letter from Freedom Mortgage dated XX/XX/XXXX and dated XX/XX/XXXX by the post office. The letter stated the review of my hardship assistance was completed but unfortunately they were unable to approve the request due to insufficient time to review. The Foreclosure date was XX/XX/XXXX. Again, I kept Freedom Mortgage in the know of the whole selling process. Due to the foreclosure I lost a gain of {$40000.00} and now the Foreclosure is on my credit. I continued to keep Freedom Mortgage in the loop at all times during the sale process. I want to be compensated and the Foreclosure taken off of my credit report.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-04-06

Colo Spgs, CO

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I have been informed that there is negative information reported by Freedom Mortgage under my Social Security number. Freedom Mortgage reported 30 days late on my credit for XX/XX/XXXX and XX/XX/XXXX. I challenge the accuracy, compliance and reportability of these listings. I attempted to make two automated online payments on the Freedom Mortgage website unsuccessfully due to their website maintenance issues. Freedom Mortgage failed to properly investigate and respond to the website errors and website maintenance issues that lead to inaccurately reporting 30 days late twice on my credit which dropped my credit score tremendously. Freedom Mortgage Customer Care was not open both times I had errors on their website. Freedom Mortgages Customer Care representatives told me that their website is always busy on the last day of the month & they can have computer issues, sometimes interfering with the website payments because of heavy processing at night. Personally, while speaking with Customer Care I learned the screen shots of the websites error on payment that I submitted were not available on a Freedom Mortgages uploaded document. Im not sure why the complete document I submitted wasnt available for review. The first time I had issues making an online payment on the Freedom Mortgage website was on XX/XX/XXXX when I got an error on payment. Freedom Mortgages email response said If you are experiencing difficulties accessing your account online, we may be able to resolve this matter via telephone. The Customer Care Department was closed. I called to communicated the website issue and confirm payment on the morning of XX/XX/XXXX with XXXX, teller # XXXX. Confirmation # XXXX. XXXX recommend I send an email to Customer Care to address my concern about this payment being beyond 30 days due to the system error. I emailed Freedom Mortgage @ XXXX and received an emailed an auto-response stating we are in receipt of your inquiry. We are reviewing the information you have provided and appreciate your patience while we conduct this research on your account. A letter response to my inquiry was sent to my mailing address stating to please allow up to ( 30 ) business day for a response. Freedom Mortgage failed to follow up or respond. This happened again. I attempted to make an online payment on the Freedom Mortgage website twice on XX/XX/XXXX and got an error on payment. My attempt to make payments was prior to XXXX XXXX ( Eastern time ). I was concerned that I made two payments. The next morning on XX/XX/XXXX, I called Customer Care & communicated I had website error last night. Freedom Mortgage has notes in system, a one-time draft / payment was made, they waived processing fee because of the error last night. I was advised by the Customer Care representative that I could email XXXX that the website gave the error message. Confirmation # 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

2019-04-04

Davison, MI

Closing on a 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

2019-04-04

Menifee, CA

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

2019-04-02

Itasca, IL

Trouble during payment process

Mortgage: VA mortgage

Complaint: On XX/XX/2018 my husband was assess to have a XXXX XXXX XXXX XXXX XXXX. We live in XXXX County IL where we are now 100 % tax exempt. We faxed to Freedom Mortgage all of the documentation showing the home was 100 % tax exempt and that the tax they had already collected was more than ample for anything that might be outstanding. We asked that the escrow be cancelled since we have our own insurance and there is no tax due. Freedom Mortgage recognized the exemption but asked for added information in XX/XX/2018 I then supplied added letters from the XXXX county assessors office and they updated their website to reflect the XXXX amount due as requested from Freedom Mortgage. They continued to try and collect the totally escrow amount due included the non existent tax. I had the township assessor in XX/XX/XXXX write a 10 page document to the Mortgage company stating that there is no tax and I was told by Tax department that this letter was more than was needed to remove the tax. They took 30 days to do a escrow review they decided to remove most of the tax butt forgot to retro activate it to XX/XX/XXXX. So through XX/XX/XXXX and XX/XX/XXXX we are working on getting tis issue fixed. During this time that have been reporting on my husbands credit report a collection for amounts that are incorrect. During our XX/XX/XXXX call I found out we were being double covered by insurance since we have our own. On the XX/XX/XXXX I spoke to XXXX in the insurance division where this company has been collecting money with the premise that they had insurance. I called XXXX XXXX and requested information on the insurance policy. I found out that no such policy exists and that Freedom mortgage has been collecting these funds since XX/XX/1016 on a insurance policy that did not exist. That XXXX in the insurance department confirmed had been cancelled at least a year or more ago but the proceeded to collect funds ( Insurance Fraud ). So as of today they added the tax back on the payment ( which doesn't exist ) and the insurance premium for insurance that doesn't exist.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-04-01

Eustis, FL

Closing on a 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

2019-04-01

West Brandywine, PA

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

2019-04-01

Sherman Oaks, CA

Applying for a mortgage or refinancing an existing 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

2019-03-30

Austin, TX

Attempts to collect debt not owed

Debt collection: Mortgage debt

Debt was paid
Complaint: Claimant allegedly became obligated for a loan on XX/XX/XXXX, however, the alleged NOTE was not signed until XX/XX/XXXX, XX/XX/XXXX. An alleged, loan servicer was assigned on or aboutXX/XX/XXXX XX/XX/XXXX, to collect payments on the alleged loan, and claimants made " good faith '' payments under the assumption that a valid debt existed. Claimant sent NOTICE to the President of the company that was the alleged lender on the NOTE on XX/XX/XXXX, by certified mail, requesting clarification of the NOTE terms, no valid clarification was received. See Exhibit A Claimant sent a second NOTICE to the President of the alleged loan company, by certified mail, on XX/XX/XXXX, seeking clarification of the alleged debt, no valid clarification was received. See exhibit B Claimant sent Notice to the Title Company that performed the Closing on the alleged Loan on XX/XX/XXXX, requesting specific information about the alleged loan for verification purposes. No response was provided. See Exhibit C Claimant sent a second Notice by certified mail, to the Title Company for a response on XX/XX/XXXX, no response was provided. See Exhibit D Claimant sent the alleged Servicer a Qualified Written Request ( QWR ) by certified mail on XX/XX/XXXX, the debt was not validated nor did the Servicer provide the name and address of the NOTE HOLDER. See Exhibit E Claimant sent the current alleged Service a QWR on XX/XX/XXXX, XX/XX/XXXXXX/XX/XXXX, by certified mail the alleged debt was not validated nor did the Servicer provide the name and address of the current NOTE HOLDER. See Exhibit F Claimant sent a Notice of Error and Demand for Proof of Claim by certified mail on XX/XX/XXXX, to the current alleged Service. No valid response provided. The current servicer who is a third party " debt collector '' failed to send notice of claimants right to dispute the debt in accordance with 15 U.S.C 1692 .The current alleged servicer is sending threatening letters of acceleration of the debt and foreclosure for unpaid alleged loan payments.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-29

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

2019-03-29

Forrest City, AR

Incorrect information on your report

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

Account status 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

2019-03-29

Garner, NC

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

2019-03-28

Manchester, TN

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

2019-03-27

Three Bridges, NJ

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I have mortgage for my home with Freedom Mortgage. I pay this bill online with XXXX XXXX XXXX bill paying service. I have been doing this for as long as I own the house ( approx. 10 years ) without one late payment. Apparently Freedom Mortgage changed their mailing address again and since I automatically pay them through XXXX XXXX XXXX I was unaware that their address had changed. They said it was on a statement but I don't look that closely at a new address, just go online and paid it. It wasn't until I got the next month 's bill that I saw I owed for two months. That's when I called Freedom Mortgage and explained what had happened. The Rep was very nice, and explained to me about the address change and stayed on the phone with me until the new payment went through with their new address. A couple of days later I called Freedom to make sure they received it after verifying with XXXX that it had gone out. Freedom said they received it but had already reported me to the Credit bureaus. I was very upset with them since this was my first late payment EVER. Which can be verified at any time with them. I called them and they told me that that's what they do and there's nothing else I can do about it. I am looking into changing my mortgage company. However, I'm asking for someone to please please look into this for me as I don't want my credit ruined. I've lost sleep over this and am hoping that someone can please help 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

2019-03-27

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

2019-03-27

Virginia Bch, VA

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

2019-03-26

Spring Hill, FL

Incorrect information on your report

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

Account information incorrect
Complaint: We have been customers with Freedom Mortgage for 4.5 years - XX/XX/2014 during that time we have never made a late payment on account number XXXX. That is until this year dated in XX/XX/XXXX. If you review my file history you will see I did in fact make payments on time for XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. The payment had gone up XXXX dollars in XX/XX/XXXX without my prior knowledge. Freedom mortgage took the payment that I have been accustomed to paying via bank draft as it does every month. Same as XX/XX/XXXX and XX/XX/XXXX. On XX/XX/XXXX I received the first notification from freedom mortgage stating my account was past due, confused and unaware of why it would be past due I contacted freedom immediately. It was on XX/XX/XXXX that I was made aware that my account was {$90.00} short ( {$30.00} XX/XX/XXXX {$30.00} XX/XX/XXXX {$30.00} XX/XX/XXXX ) and had already been reported to the credit bureau. On XX/XX/XXXX I also learned that the amount debited from my bank account had been placed in a reserve account with Freedom. NOT including XX/XX/XXXX, which freedom accepted. I travel for work and am only home 3-4 days a month had no idea that my XX/XX/XXXX payment was going to be placed in a separate account. Same as my XX/XX/XXXX payment. When looking at my bank account the funds had been accepted just like XX/XX/XXXX. I never once received any sort of notifications of this. According to my bank account information and payment history I have always made my payments on time. My credit has lowered 100 points based on this {$90.00} Freedom mortgage did not provide ANY communication to me about the reserve account, the shortage, reporting to the credit bureau or give me an opportunity to resolve the issue. I contacted freedom mortgage on multiple occasions with no resolution to the issue Please advice how we can rectify this situation and remove the impact this has on my credit score.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-26

Hack, 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

2019-03-25

Manchester, TN

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

2019-03-25

Oxford, GA

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: We had to go thru XXXX to keep our home due to my unemployment for a few months. Thankfully they paid the full balance on the account ( based on the delinquent amount and statement that was given to us by freedom mortgage ), and we were off to a fresh start the end of XX/XX/2019. The full delinquent amount was given to us by freedom and mortgage as all documents were collected and we went to closing with XXXX and the check was then sent to freedom mortgage to cover everything that was past due. XX/XX/ 2019 freedom mortgage received the check. We were happy to begin a new start and was given our monthly payment which started in XXXX. XXXX comes and we submit that monthly payment. XXXX I actually looked at the statement it was {$8800.00} past due. They claimed we had $ XXXX in negative escrow and they took the money from XXXX and applied it to the negative escrow and leaving us still past due on the Acct, and {$960.00} in late charges! After receiving a check from XXXX, freedom never communicated this negative escrow to us, nor did they instruct us on where the money would go and they never told us we would still be behind on our mortgage! After an hour long phone call today XX/XX/2019, they ( XXXX ) showed no compassion for our situation bc now its showing late or delinquent on my credit report and account not in good standing. The representative only submitted a request to the department that handles these situation and they will get back to them and let us know their response? We asked to speak to a supervisor and was told the supervisor was busy and would have to give us a call later today ... ( no call yet ) ... So basically XXXX gave Freedom money to XXXX out my past due amount and put our account in good standing and one month later we owe {$8800.00}? Heartless. The communication with freedom mortgage is horrible. Each rep gives different information. Theyre never on the same page. It take way too long to get things resolved, which almost always never get resolved! Its sad because this is our home and we are back to where we started! Terrible!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response