FREEDOM MORTGAGE COMPANY

2019-11-23

Warsaw, MO

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

2019-11-22

Mountain Home, AR

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: For whatever reason Freedom Mortgage refused to acknowledge when a loan reaches a 78 % loan to value and the payments are current on the mortgage that PMI Per the Homestead Protection ACT that PMI is required be deleted automatically. Freedom Mortgage never wants to address this part of the Homestead Protection ACT .When I sent my XXXX towards principal based on my math since Freedom Mortgage refused to give me a figure as how much it would need to get my loan to 78 % Loan to value. Based on my current loan as Freedom Mortgage points out is over XXXX, well of course it is because I gave up on trying to get rid of PMI when loan to value was at 78 %. so I requested my $ XXXX be be returned to me which they did. Automatic Termination of PMI A servicer must automatically terminate PMI for residential mortgage transactions on the earliest date that both The principal balance of the mortgage is first scheduled to reach 78 percent of the original value of the secured property ( based solely on the initial amortization schedule, in the case of a fixed-rate loan, or on the amortization schedules, in the case of an adjustable-rate loan, regardless of the outstanding balance ) and The borrower is current on mortgage payments. If PMI is terminated, the servicer may not require further payments or premiums of PMI more than thirty days after ( 1 ) the termination date or ( 2 ) the date following the termination date on which the borrower becomes current on the payments, whichever is sooner. There is no provision in the automatic-termination section of the act, as there is in the borrower requested PMI cancellation section, that protects the lender against declines in property value or subordinate liens. The automatic-termination provisions make no reference to good payment history ( as prescribed in the borrower-requested provisions ) but state only that the borrower must be current on mortgage payments. Final Termination If PMI coverage on a residential mortgage transaction was not canceled at the borrowers request or by the automatic-termination provision, the servicer must terminate PMI coverage by the first day of the month following the date that is the midpoint of the loans amortization period if, on that date, the borrower is current on the payments required by the terms of the mortgage. The servicer may not require further payments or premiums of PMI more than thirty days after PMI is terminated. First, Freedom Mortgage has yet to address all the conflicting information I was givnen when I was calling trying to gather information in order to get rid of PMI ; some of the information given through me calling, I had to keep PMI through 2026, PMI does not delete automatically at 78 % Loan to value and payments current, As I stated I emailed Freedom Mortgage the copy of the Homestead protection ACT concerning loan to value at 78 % is deleted auto if payments are current. Freedom Mortgage keeps replying with a loan to value of 80 % loan t value which there are much more requirements at 80 % Loan to Value than if the loan is at 78 %. On XXXX XXXX I spoke with a Title company which is working on my closing, she informed me she was transferred to 3 different people or different departments in order to try and get a payoff.which she said took her and hour or or more. The bottom line Freedom Mortgage is servicing my loan and I get different answers or get placed on hold like the Title Company. For future Borrowers I home they are made aware of these problems and think twice about entering into a application with Freedom Mortgage. I should mention I have had 3-4 or more Mortgage loans in my lifetime and never had so much problems with a Mortgage Company, I hope this helps anyone who read this to look elsewhere for a Mortgage loan.I hope this help future homebuyers not make a mistake and go with Freedom 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

2019-11-22

NH

Closing on a mortgage

Mortgage: FHA mortgage

Complaint: I sent a written request on XX/XX/XXXX to Freedom Mortgage to please provide the payoff, the Freedom Mortgage website confirmed three days to provide the payoff with the email confirming receipt of the request received on XX/XX/XXXX. I followed up on Wednesday XX/XX/XXXX and called today, confirming that it should be completed on Monday XX/XX/XXXX. The closing is being delayed due to the lack of the required documentation. I resent all outstanding notice of errors and requests for information XX/XX/XXXX and still have not received a response on those documents that state a response is provided within 30 days with many resent twice since the original request and it is years later. Request for Information Request Date XX/XX/XXXX resent XX/XX/XXXX & XX/XX/XXXX XX/XX/XXXX resent XX/XX/XXXX & XX/XX/XXXX XX/XX/XXXX resent XX/XX/XXXX & XX/XX/XXXX XX/XX/XXXX resent XX/XX/XXXX & XX/XX/XXXX XX/XX/XXXX resent XX/XX/XXXX & XX/XX/XXXX Notice of Error Request Date XX/XX/XXXX & XX/XX/XXXX XX/XX/XXXX resent XX/XX/XXXX & XX/XX/XXXX XX/XX/XXXX resent XX/XX/XXXX & XX/XX/XXXX XX/XX/XXXX XXXX & support resent XX/XX/XXXX & XX/XX/XXXX XX/XX/XXXX resent XX/XX/XXXX & XX/XX/XXXX XX/XX/XXXX resent XX/XX/XXXX & XX/XX/XXXX XX/XX/XXXX resent XX/XX/XXXX & XX/XX/XXXX XX/XX/XXXX XXXX & support resent XX/XX/XXXX & 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

2019-11-22

Brandy Station, VA

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

2019-11-22

PA

Trouble during payment process

Mortgage: Other type of mortgage

Complaint: Freedom Mortgage Corporation manages an escrow account for the property I purchased XX/XX/XXXX. Although they have used the account to pay the residential property taxes ans property insurance - they failed at paying the taxes on a separate tax parcel that was included in the mortgage agreement. Despite my multiple attempts to resolve the situation, my closing company 's multiple attempts, and my original loan servicing company 's multiple attempts to resolve the situation, Freedom Mortgage Corporation has neglected to pay the taxes for that parcel - despite the escrow account having the required funds to do so. As a result, late fees and penalties were incurred due to this mismanagement of the escrow account in breach of the original mortgage contract agreement. I have since received a " refund '' check from that escrow account for the overage that I used to pay the complete tax bill including penalties. However, I feel as though Freedom Mortgage Corporation is liable for these fees, and should be reimbursed to me as a result - totaling {$470.00}. Freedom Mortgage Corporation has continued to ignore my requests that they respond via electronic correspondence so that there is a record of the interaction between us. They have also sent an indication that they intend to lower my monthly auto-payment of my mortgage payment to reflect these tax funds not being withheld any longer - forcing me to essentially start my own savings account to pay for the taxes that they are contractually obligated to collect funds for and distribute payment accordingly. I initially raised this issue on XX/XX/XXXX with Freedom Mortgage Corporation through my loan servicing company and real estate closing company. It is now over three months later, and even after threatening Freedom Mortgage Corporation with this impending complaint, they have still refused to respond.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-11-21

Milwaukee, WI

Unable to get your credit report or credit score

Mortgage: FHA mortgage

Complaint: In XXXX of XXXX we filed for bankruptcy but did not include the mortgage in the reaffirmation. The mortgage was then sold to Freedom Mortgage from XXXX XXXX XXXX. From XXXX or XXXX of XXXX the mortgage payments were paid in full and on time by automatic payments. Now we find out that Freedom Mortgage is not reporting anything. After repeated request, they still refuse to report to the credit bureaus that we now have no missed payments, and no late payments for over a year and a half. Yes, our credit score suffered because of the bankruptcy, but now, for whatever reason, Freedom Mortgage is obstructively hindering our attempt to rebuild our credit, by refusing to 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

2019-11-21

Baltimore, MD

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

2019-11-21

Holladay, UT

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

2019-11-20

Magnolia, TX

Trouble during payment process

Mortgage: VA mortgage

Complaint: Please be advised that as of this writing and despite my repeated telephone requests to Freedom Mortgage for resolution, Homeowner 's Insurance for the above referenced property is expiring retroactive to XX/XX/19 for Freedom Mortgage 's failure to pay the required premium by XX/XX/19 as notified in attachment. We will therefore be without coverage as a result of Freedom Mortgage 's failure to pay in our behalf despite repeated requests and adequate funds in our escrow account for payment of such. In light of this and previous failures by Freedom Mortgage to execute their responsibilities in harmony with RESPA and TILA directives, I also submitted a Qualified Written Request and Notice of Error after multiple failed telephone requests in the past 30 days to correct this error and issue timely payment as requested by the Insurer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-11-20

Arlington, MD

Applying for a mortgage or refinancing an existing 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

2019-11-20

Main Office, VA

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

2019-11-20

Brookfield, WI

Closing on a mortgage

Mortgage: VA mortgage

Company Response: In progress

Timely Response

2019-11-19

Azwell, WA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Sometime during XXXX ( we think ) our mortgage was sold from JG Wentworth to Freedom Mortgage. We were notified of the sale during this time, including notification to pay Freedom during XXXX. We had no way of paying Freedom until XX/XX/XXXX when their introductory letter was received. The letter from Freedom was dated XX/XX/XXXX - this was for a payment that was due on XX/XX/XXXX! We paid immediately in order to avoid fee 's and a hit to the credit report. We have no received a letter saying our payment may be delinquent! This is outrageous. We should be given plenty of notice regarding with whom to make a 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

2019-11-19

Houston, TX

Closing on a mortgage

Mortgage: Conventional home mortgage

Complaint: Freedom Mortgage accepted and then later rejected the full payment of our mortgage made on XX/XX/2019 in the amount of {$290000.00}. This payment is in excess of the Payoff Statement balance in the amount of {$290000.00} provided to us in writing on XX/XX/2019 from Freedom Mortgage. That payoff statement, which was given to all parties including the title company representing the sale of the property, reflects the total amount due under the terms of the note/security instrument through the closing date of XX/XX/2019. It was confirmed that Freedom Mortgage accepted the wire in the amount of {$290000.00} via XXXX XXXX. On XX/XX/2019, Freedom Mortgage notified us in writing that our Loan, had been paid in full and the account closed. We received a notarized Release of Lien dated XX/XX/2019, signed and witnessed by Freedom Mortgage Vice President, XXXX XXXX. The mortgage release documents were processed and mailed to the County Clerk, effectively transferring the property to new owners. On XX/XX/2019, we received a refund check from Freedom Mortgage for funds due to us from the recent payoff of this loan. The unknown events that transpired from XX/XX/2019 to present day are indicative of a major error in accounting on the loan. As of today, Freedom Mortgage is no longer properly crediting the payoff they received on XX/XX/2019 to the principal balance of the closed loan. Without explanation, Freedom Mortgage is now holding all wired funds received in a suspense account and erroneously attempting to collect additional mortgage payments, interest, and fees from me on the sold property. Freedom Mortgage is also inaccurately reporting me to all three credit bureaus for late payment delinquencies in reference to this loan. In an effort to research and resolve this issue, I have made several phone calls, spoke to numerous customer service representatives, and spent countless hours on the phone to no avail. As of XX/XX/2019, all attempts made to Freedom Mortgage requesting comprehensible information have been denied and unanswered. No one in this company is allowed to provide me with their last name or a call back number which renders all attempts to rectify pointless and any notion of progress 100 % impossible. I would like Freedom Mortgage to correct their records and classify my loan as satisfied and paid in full, effective XX/XX/2019. Do not reopen this loan without my consent. Please stop the continued misreporting of our account to credit bureaus as this is causing significant damage to our credit worthiness. I am also formally requesting that Freedom Mortgage reverses the wrongful credit reporting made to XXXX, XXXX, and XXXX in reference to this loan. If any oversights were made by Freedom Mortgages accounting department on this loan, I am requesting to be notified in a fair and reasonable manner in writing with supporting detailed 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

2019-11-19

Ocean City, MD

Incorrect information on your report

Mortgage: VA mortgage

Complaint: Good morning I was originally contacted by one of your loan agents about a refinance opportunity, which in hindsight I should have said no to. I was told I would have a lower rate and would skip a payment. I agreed. I was told the closing would be on XX/XX/XXXX, however, after taking the day off to meet the individual, no one showed, and no one called. I was contact by someone at your agency from Indiana on XX/XX/XXXX at XXXX XXXX and told we would move the refin to XX/XX/XXXX. I informed this person that I would be out of town, but I could rearranne the trip. We scheduled this appointment. During this call, I informed her that I had not paid XXXX as of yet as I was told not to worry about it, I asked ( on a recorded line ) if I should go ahead and pay it. I was told no, that Freedom Mortgage would make the first payment due on XX/XX/XXXX, and we would skip XXXX and XXXX. I encourage someone to listen to this conversation. Regardless of whether XXXX would have been due, XXXX would not have been as I was still in the window. However, Freedom Mortgage reported me as 30 days late on my mortgage. As a result, I have had an 80 point drop in my credit score, and I no longer qualify for an automobile loan. This is unacceptable, and unfair as I did everything I was told to do. I have tried calling the phone numbers your employees have told me to call, and after several hours and multiple phone calls, I was told to send an email. I can tell my business is appreciated. I would like to request that my file be reviewed for loan number XXXX, and my old mortgage loan number so this error can be corrected. I also request a status update, an estimated time for this investigation to be completed and verification of receipt of this request. Again, I completed every task I was asked to do, and I trusted your employees to provide accurate information. Any assistance you can provide would be greatly appreciated.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-11-19

NV

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: I have been trying to get my loan modified for close to a year. Freedom Mortgage has 2 layers of underwriters in place before the submitted docs make their way to the official underwriter who does the review for loss mitigation. I have submitted a full application on a few occasions to have been told that I have a complete file, then the file goes to another underwriter and they need additional information. I provide that, then they say it wasnt received. Every time I submit documentation it seems as if they are looking for something to reject their being a full package. Also, they keep scheduling my foreclose sale date 30 days out which doesnt give me enough time to get them a full package for them to review as per CFPB guidelines. Their process is not streamlined, I do not have a SPOC, and every time I call I get different information. I also have not been receiving mortgage statements, and I have asked for them on a number of occasions.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-11-19

MD

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: My husband and I have been trying to complete a loss mitigation package for months. The process started back in XXXX or XXXX. We have sent in several mitigation packages and tons of documents that were requested. We have been denied twice, due to the company saying that they did not receive all of the documents. Our most recent try was on XX/XX/2019. We sent a new packet, along with all of the requested documentation. The company would have received this on XX/XX/XXXX. When we called in to check the status, we were told we were still missing documents. My husband then spoke with a XXXX ( ext. XXXX ), whom told us that he found everything and would send it back to underwriting for further review. We receive a letter from the company, on XX/XX/2019, saying that they still need 3 months of bank statements, Year to date profit and loss statement, 30 days of most recent pay stubs. Since we just sent this information on XX/XX/XXXX, there isn't any recent information to provide to this company, as we provided the latest documents. It's obvious to us, that the company is giving us the run-around or the underwriting team is completely incompetent! As consumers, we feel that the possible loss of our home is not a concern for this company, while we have XXXX kids of whom we are trying to provide stability for. What's more puzzling is, around XX/XX/2019 we were told that our packet was complete and we would receive a decision within 30 days. Around the XXXX week of XXXX, we then were told that we had to complete a new packet. I am not certain of what is happening in this mortgage company, but we are getting nowhere in trying to get this mitigation completed. I am hoping that this complaint will reach someone in corporate, whom will see to it, that our file is properly reviewed and processed. We have been stressed for months and now with the holidays coming, this matter/this company has killed any idea of holiday spirit!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-11-19

Palmerton, PA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I refinanced my home mortgage with JG Wentworth Home lending and closed at the end of XX/XX/2019. First payment was due XX/XX/XXXX. An electronic payment was sent from XXXX XXXX XXXX to JGW on XX/XX/XXXX. On or about XX/XX/XXXX, I check my online account with JGW and noticed that the XXXX payment was still not posted and I called. I was informed that my mortgage had already been sold to XXXX XXXX and a new account number assigned. After SEVERAL minutes on hold, the agent ( XXXX ) advised that my XXXX payment was posted to the new account number assigned to XXXX and not the account assigned by JGW. I was told that the posting would be corrected. On or about XX/XX/XXXX, I checked my online account at JGW and the XXXX payment was still not posted. Again, I called JGW. Again, I was told that the XXXX payment was posted to the wrong account and that this would be corrected. On XX/XX/XXXX, I received an alert that I now have a delinquent account with JGW.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-11-19

LA

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

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

Their investigation did not fix an error on your report
Complaint: XXXX is reporting a 60 day late payment on my mortgage account. I filed a dispute in XX/XX/2019. The result received indicated the information had been confirmed with Freedom Mortgage and will remain on my credit report as a 60 day late payment. I contacted Freedom Mortgage and was assured that my mortgage was never reported 60 days late. The creditor insist there is nothing they can do because they never reported the information. XXXX insist there is nothing they can do because it is information received from Freedom Mortgage. I've filed a second dispute with XXXX and received notification that I could not file a second dispute on the same issue. The inaccurate information remains on 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

2019-11-19

Delta, CO

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

2019-11-19

Mountain Home, AR

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

2019-11-19

Camp Springs, 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

Timely Response

2019-11-19

Bel Alton, MD

Closing on a mortgage

Mortgage: VA mortgage

Company Response: In progress

Timely Response

2019-11-18

Watkins, CO

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Dispute on Partial Payments for XXXX and XXXX Mortgage : Servicer is currently reporting us delinquent for on our mortgage for XXXX and XX/XX/XXXX Both our bank account and the servicer are showing monies in constructive receipt for the months of XXXX, XXXX, XXXX and XXXX We believe this understanding was due to a coded unapplied payment posting on XX/XX/XXXX ( Circled on statement with N? ) and a strange recording on XX/XX/XXXX showing most of our payment going to principal balance of loan. We in no way communicated that we wanted our normal mortgage payment to be applied to the principal of the loan as is contractually spelled out in our mortgage. Further on XX/XX/XXXX at approximately XXXX XXXX MST we called Servicer and spoke with an agent of the firm regarding this matter. The agents extension is XXXX. While on the phone with us, the agent of Freedom Mortgage acknowledged their mistake, took off as many late charges as they could based from their scope of practice ( service representative ), and promised they would fix the problem. On the call, they further instructed us not to pay any additional monies until the problem was fixed o This was done partially on the statements on XX/XX/XXXX but was once again registered as unapplied
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-11-18

Clarkesville, GA

Trouble during payment process

Mortgage: VA mortgage

Complaint: Funded refinance on XX/XX/XXXX with {$5500.00} escrow holdback. Have not been provided funds after nearly 2 months after completion of project and repeated attempts to obtain. Originally requested final inspection to be ordered on XX/XX/XXXX. Did not receive confirmation final inspection was received until XX/XX/XXXX and check could be expected in maximum of 15 business days. Followed up on XX/XX/XXXX. Was told their accounting department never received funds from title company and we should have them by that following Wednesday. Followed up again on XX/XX/XXXX. Again told title company did not send funds to Accounting department. No resolution provided.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response