FREEDOM MORTGAGE COMPANY
Consumer Complaints
There are over 2590 complaints on file for FREEDOM MORTGAGE COMPANY. Dated between 2019-12-13 and 2012-06-13.
Complaints Page 19
2019-03-13
Katy, TX
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
2019-03-12
Severn, MD
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
2019-03-12
Hamburg, MN
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: In XX/XX/2019, I paid off my remaining mortgage balance of {$220000.00} through four {$50000.00} payments initiated through a customer service representative at Freedom Mortgage and a {$24000.00} wire transfer that Freedom Mortgage instructed I submit per the payoff statement they provided me. I went to my bank after receiving a payoff statement from Freedom Mortgage and sent a final wire transfer payment of {$24000.00} on XX/XX/2019. I was able to confirm everything was received through reviewing my account on-line with a Freedom Mortgage representative to confirm that everything was applied to my principal. Additionally, the representative confirmed on XX/XX/2019 that my account was closed out and my automatic monthly payment removed, as nothing else was owed. I took screen shots of the payments applied, as illustrated on their website. Then I received a letter dated XX/XX/2019 that indicated my pay-off was complete, my mortgage release documents were being processed and will be mailed to the County Clerk and that I should notify my insurance company and county tax authority to begin mailing statements directly to me. Additionally, I received a check dated XX/XX/2019 for my escrow ( taxes and insurance ). Then I arrived home from business & personnel travel on XX/XX/2019 and opened a new statement from Freedom Mortgage indicating I had a balance of {$51000.00}. I called Freedom Mortgage immediately the next day to try to understand what had happened. They indicated that my bank retracted a {$50000.00} payment on XX/XX/2019, and they re-instated my Loan account. They also added accrued interest and late payment charges. This story seemed far-fetched given my finance background, so I went online to review my XXXX bank statement only to notice that 3 {$50000.00} payments were pulled from Freedom Mortgage rather than the 4 I had authorized. As a result, I called Freedom Mortgage to tell them that something happened on their end since it showed they had collected all 4 payments but they had not pulled the last one from my bank. Then I set up a conference call with the customer service representative from Freedom Mortgage, my bank and I, as Freedom Mortgage continued to blame me and my bank for the mishap. Freedom Mortgage continued to tell me that I owed the accrued interest and remaining balance due. My bank told them that no fourth withdrawl of {$50000.00} was initiated by Freedom Mortgage, so Freedom Mortgage decided they would review the recorded authorizations they had on file with me & their service rep ( on XX/XX/2019 ). After reviewing the recording, they FINALLY agreed it was their fault and they will reverse the accrued interest. I told them I agreed that I owed {$50000.00} but no more ( no interest ) and they can pay my second wire transfer payment and any other fees to perform a 'second ' payoff. I requested a formal letter and payoff indicating that the only remaining amount I owe is {$50000.00} with no accrued interest or other fees, including that they will reimburse me for the second {$30.00} wire transfer I now have to pay my bank. Since this discussion on Thursday, XX/XX/2019, the payoff nor a letter has been sent to me to rectify the situation. I also had to place a stop payment with my bank to not pay the mortgage payment set to withdraw on XX/XX/2019, as I found out Freedom Mortgage illegally set up an automatic withdrawl from my bank after they re-instated my account on XX/XX/2019 without even contacting me to tell me they were re-instating it. I have been fully willing to wire the {$50000.00} as a final payoff but want a formal document from them stating it is my final payoff. Supposedly they are still 'working on it ' to resolve this issue ( since XX/XX/XXXX once they finally believed me ), but now I'm worried that I appear in 'default ' on my loan since I put a stop payment to Freedom Mortgage with my bank and worried my credit score will be in jeopardy, when ironically I was the one paying off my mortgage in full. Each day I talk with them, they ask for another day and they have not let me speak to anyone further than a supervisor when I ask to elevate the issue. I'm also filing with the State 's Attorney General for my protection.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-03-12
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
2019-03-11
Yelm, WA
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
2019-03-08
WI
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: Issue # 1-Freedom Mortgage-I have always mailed my payments on the XXXXarrive by XXXX..In XXXX the same thing, mailed on XXXX..I went online and saw that it never was applied, on XXXX XXXX I paid online plus the late charge. They eventually found the lost payment and applied it too my account on XX/XX/XXXX. would like to get reimbursed for late charge.
Issue # 2-XXXX I mailed in {$1500.00}, normal payments $ XXXX.They cashed on XX/XX/XXXX.
I have made 3+ phone calls to customer service/supervisors, plus emails. Not one could show me it was applied and an extra {$310.00} applied to Principal..They just said I will send you the account history going back to XX/XX/XXXX which I have enclosed. I called back to customer service, and mentioned that I am all good until XXXX XXXX. But after you sent account history and all your addition and subtractions to my account, I don't see the {$1500.00} applied, and I only see 1 full payment applied since XX/XX/XXXX ( when you subtract everything out ) and I have made 4 full payments..After an hour she could not figure it out, went to a supervisor, we got cut off after waiting 15+ min. I called back talked to another person which I didn't want to explain for another hour, told the other lady to please call me back, and she never did. Very frustrating and here is where we are!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-03-07
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
2019-03-06
Long Beach, CA
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
2019-03-06
Archer, WY
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
2019-03-06
Enterprise, AL
Trouble during payment process
Mortgage: Other type of mortgage
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-03-06
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
2019-03-06
Saint Cloud, FL
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
2019-03-05
NJ
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Account status incorrect
Complaint: Freedom Mortgage reported me as being late for account number XXXX for several months when I was advised that I would not be reported late. I had a XXXX in the family and keep Freedom Mortgage up to date with everything. They told me that they would remove these late payments but they haven't.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-03-05
Bedford, 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
2019-03-04
Grangeville, LA
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
2019-03-04
Magnolia, TX
Trouble during payment process
Mortgage: VA mortgage
Complaint: Freedom Mortgage ( Loan # XXXX ) has not followed the rules clearly outlined for mortgage servicers by the CPFB under the Dodd-Frank Wall Street Reform and Consumer Protection Act of 2010 and is therefore in violation by not identifying and communicating with " successors in interest '' since the demise of the original borrowers. As requested by telephone discussion with Freedom Mortgage on XX/XX/XXXX, court documents and death certificates were submitted ( emailed ) to them confirming the death of the original Borrowers with property being willed to their daughter who also resides at the residence. Freedom Mortgage sent confirmation of receipt of those documents. Despite numerous documented directives and communications since, Freedom Mortgage has not contacted or communicated to the heir and has rendered further harm to the " successors in interest '' by postponing required actions, not communicating loan information, unilaterally paying erroneous taxes assessed on the property without consulting the " successors in interest '' and has now tendered a notice of default with intent to initiate the foreclosure process.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-03-04
Lewisville, TX
Struggling to pay mortgage
Mortgage: FHA mortgage
Complaint: XX/XX/2019 XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX TX XXXX XXXX XXXX Cell Loan number XXXX Dear sir or Mam : I am putting a complaint against my mortgage company who is FREEDOMMORTGAGE, who hold my mortgage payments. I was without a job for almost 2 years and I had few projects in-between and not enough money to pay my mortgage. My family and friends have help me save my house so far.
I just got a job with XXXX as an XXXX XXXX XXXX. My salary is XXXX a year. I have provided the Freedom Mortgage company with my offer letter and filled all forms for LOSSMIGITATIION.
They are not willing to put my loan back to normal as I have requested with them. I owe them XXXX dollars and no way I have that in cash to pay them. I want to save my house and I can pay my mortgage now monthly bases. I would like them to accept my offer and proof of job letter and modified my loan back to monthly bases. I will attach a job letter and the forms I sent them.
They see my house as an asset which has equity built in too the house. They are not accepting my job salary stating that it is a vendor who is paying you and we dont accept that. I dont understand this at all. When I bought my house, I was being paid by an vendor agency at that time so why did they accept my money then and not now that is my question to them. I need someone from your company to discuss this and make an agreement with them to make my mortgage normal ASAP.
Please help me save my house in anyway you can.
Thank you XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-03-02
TN
Struggling to pay mortgage
Mortgage: FHA mortgage
Complaint: On XX/XX/XXXX my husband became very ill due to his XXXX XXXX and I was also not working at the time. We have always been current with our mortgage, but could not make the full payments after XXXX. I contacted our mortgage company to see if our payments could be lowered until my husband and I could get back to work. The mortgage company did a forbearance and lowered our payments. We had only missed three payments when they came up with this solution to our problems. My husband and I began working shortly after this plan. When we got caught up on other bills we contacted our mortgage company to let them know we could now make full payments again. They accepted full payments for XXXX XXXX and when we were to make XXXX 's payment they told us they could no longer accept payments from us, because our house was in foreclosure. We could not believe this happened, so we applied for a loss mitigation to keep our home we have done everything for 5 months and they told us they were working with us, but our home is online to be sold and we have people calling us wanting to see our home. This company is fraudulent and uncaring. I don't believe they are really working with us and I do not want to lose my home or file bankruptcy.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-03-02
Peoria, AZ
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
2019-03-02
Burlingame, CA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: My previous mortgage ( XXXX ) was purchased and transferred to another mortgage company, Freedom Mortgage ( FM ), on XX/XX/XXXX. Their lousy payment process had lost my payment last year. Again, at beginning of this year ( XX/XX/XXXX ), they just added late fee {$86.00} to my account ( XXXX ) without any proof of latency. My bank ( XXXX ) has been set up recurring payment scheduled XXXX day of each month and leave more than half month before due date. However, their payment process delayed to clear my check until almost the end of month. I have my bank payment recurring payment with mortgage for more than ten years and never has latency issue with XXXX. The bad experience just happens as I complained to CFPB last year. FM not only has less effective payment process, but no help and useless customer service personnel they have. I asked my bank to send a good faith letter to prove the sending date of payment and no response from FM.
I can provide my more details of bank account, regular payment, and their messed mortgage statements as evidence. Thank you for help
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-03-02
El Dorado Hills, CA
Struggling to pay mortgage
Mortgage: FHA mortgage
Complaint: Company claimed : " You applied again on XX/XX/XXXX but the package was incomplete as we needed an updated financial worksheet, updated bank statements for two months, and signed XX/XX/XXXX tax returns, proof of receipt for SSI and an updated pension statement. An incomplete letter was sent with a due date of XX/XX/XXXX ( see attached ). Additional documents were received XX/XX/XXXX but the package remained incomplete. We called you on XX/XX/XXXX but you did not answer and the mailbox was full. We called you again on XX/XX/XXXX and left a message. Additional documents were received on XX/XX/XXXX and XX/XX/XXXX but the package remained incomplete as we still need an updated financial statement, signed XX/XX/XXXX tax returns and an updated pension statement. '' MY RESPONSE : Hogwash - No calls have been received, no messages left ever. I get emails of my voicemails, as well as texts. There is no record of your company calling me on those days. My ONLY phone number for this account has EVER been : XXXX.
As for the " incomplete packets, hogwash again. Everytime I have resubmitted information, I have also sent the original faxes and emails, so Do NOT try and pass this on, as if I am leaving things out - I am NOT. You think so, see all the attachments here. If you do not, this is admissible in court, as are all my copies of faxes and emails sent to Freedom mortgage via fax number ( s ) and emails, submitted over 3 times now, and I will resent again a 4th.
Your inability to manage the documents, is not my issue. I received your letter, stating the XX/XX/XXXX deadline, however I had already sent fax/email # 3 by then. You have all the required documents, per previous sent correspondence. Missing something? I suggest you look at the attachments here : ATTACHMENTS XXXX - Loan # _ XXXX.pdf ( 116 KB ) XXXX - XX/XX/XXXX.pdf ( 190.9 KB ) Complaint Detail.pdf ( 72.1 KB ) Freedom-letter.pdf ( 319.5 KB ) hardship letter-XX/XX/XXXX.docx ( 139.9 KB ) XXXX - XX/XX/XXXX.pdf ( 216.4 KB ) FreedomXX/XX/XXXX Ltr.pdf ( 668.7 KB ) XX/XX/XXXXTaxReturn.pdf ( 412.4 KB ) XX/XX/XXXX_Tax Return TranscriptCOPY.pdf ( 33.5 KB ) Freedom-Forms.pdf ( 2.3 MB ) Freedom-checklist.
Company Stated : " When additional documents are needed, our process is to mail a letter and call to explain what is needed in detail. '' My Response : That is all fine and good, however that is only for YOUR advantage, not the consumers. The letter I received on XX/XX/XXXX, was sent, suppodely on XX/XX/XXXX. that is OVER 5 days!! When time is of the essence, I suggest your figure out another form of communication.
Company Stated : " You will need to call into the call center to discuss your loan. Sincerely, XXXX XXXX XXXX Director Customer Service Freedom Mortgage Corporation '' MY Response : I will continue to send information via this medium, as well as regular faxes/emails, until Freedom Mortgage correctly and with full detail, sets up a modification or payment plan. I will NOT however, be talked down to, admonished or belittled. I have already had enough tragedies in my life, and I will not let Freedom Mortgage victimize me. Therefore, I would kindly ask that this be dealt with in 100 %, detailed and crystal clear transparency. Form letters and vague reasonings, will not be tolerated, only fully detailed and laid out information, descriptions and timelines will be.
I am to blame for the mess I am in, thanks to accounts frozen, assets stolen from me and other forms of identity theft. For that, yes I will fess up to, however when I am asking for a chance to bring current and seek a form of payment plan or modification, I do not appreciate the way I have been treated. I have worked XXXX XXXX for over 20+ years, I know how to correctly submit paperwork and make sure all relevant information is sent and understood. Please do me the honor of acknowledging my worth and that of my children. Being a widow suddenly, makes life hard enough however to be continuously victimized is cruel.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-03-01
Helena, AL
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
2019-03-01
Las Vegas, NV
Struggling to pay mortgage
Mortgage: FHA mortgage
Complaint: Freedom Mortgage Corporation sent me a loss mitigation package I have sent them duplicate request proof of hardship papers proof of disabilitys etc XXXX XXXX Tracking Numbers etc a total postage totaling {$360.00} I have dotted all I 's and crossed all t 's every time I send one thing they state I am missing another, they generate another exscuse duplicating request I Believe causing much confusion they send out investors to my home RECENT XXXX sitting in front of my house taking pics ( GUN POINT SUSPICIOUS ACTIVITY ) caught on close circuit TV gentlemen stated he was in the Investor Pool and wanted to know if interested in letting it go CASH MONEY Freedom Mortgage obviously gave out new recent phone number to residence and getting 5 to 6 call a day asking me to sell this has been going on since XX/XX/XXXX On XX/XX/XXXX @ approximately XXXX XXXX Operator @ XXXX Recorded XXXX states now she wants to regulate Deposits on boarder I have already submitted she was very rued Freedom Mortgage Is violating the guide lines of the FHA RULES and claiming I am not complying as well I feel there pulling Insurance scams
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-02-28
NY
Trouble during payment process
Mortgage: FHA mortgage
Complaint: Freedom Mortgage Account # XXXX Thursday, XX/XX/XXXX XXXX XXXX This letter is a formal complaint against Freedom Mortgage.
My Hardship begins when my loan was transferred in a pool as clarified by several of the representatives from collections. They were unable to see my very first payment from XX/XX/XXXX. In their system it shows my first payment in XXXX XXXX and already in default. That is the beginning of when the account becomes an a issue. I attempted to resolve by contacting Freedom Mortgage. The problem that exists is there is no single point of contact in order to communicate. Whenever there is a call made, the situation needs to be explained to a different customer service representative each time who has no authority to correct errors on an account. They produce a ticket that goes electronically to another geographical location. I am not allowed to communicate with that department as explained by customer service. Furthermore I am told it can take 30 days and someone will contact me. Which is not the result on several occasions.
Facts are I did make that XX/XX/XXXX payment. I made that payment on XX/XX/XXXX. I have a letter from freedom mortgage for a confirmation of electronic payment for {$1700.00}. confirmation number XXXX. I have been informed by customer representatives they can not see this payment. I provided them with copy of there confirmation letter of payment.
Second error as explained to me by one of Freedom mortgage representatives my mortgage payments were being divided, making it appear as a partial payment or insufficient funds. Reasons unexplained other than possible processing error in cashiering department. I was informed there is no option to communicate with cashiering department.
Third error, by XXXX XXXX I was told I was paying for XXXX. I had already made payments for XXXX, XXXX, XXXX, XXXX, XXXX, XXXX. I proceeded to make two payments in XXXX for XXXX and XXXX knowing I haven't missed a payment. Continued for XXXX, XXXX, XXXX, XXXX XXXX by this time account was a complete disaster. I was unable to speak with anyone with the authority and the knowledge to correct the problem. Since then, the account has become a disaster and difficult to correct.
I have provided Freedom Mortgage with proof of payments for XXXX, XXXX and XXXX. There customer representatives corrected 3 received but unapplied payments and confirmed all other payments received. It was clarified I am in error of missing a XX/XX/XXXX payment which I am at fault. Every payment there after has been made.
My account states I haven't made a payment since XX/XX/XXXX. I have proven that not to be true, yet no one has corrected this in my account. Furthermore the fees that accrued inaccurately since XXXX further complicate account.
I have been served with a summons and complaint from an attorney requesting {$21000.00} in order to reinstate my account. I can confidently make my monthly mortgage payments. I can not pay a lump sum of {$21000.00} for errors self inflicted by Freedom Mortgage lack of a better Administrative structure Sadly this is not an isolated incident, there are more than a 1000 complaints if not more of similar complaints.
XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-02-28
Garrett Park, MD
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