FREEDOM MORTGAGE COMPANY

2019-02-27

Simi Valley, CA

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

2019-02-27

Kissimmee, FL

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

2019-02-26

Austin, TX

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I got a letter in the mail ( see attached ) saying my mortgage payments were going up but the letter didn't offer any clear reason why. The numbers they presented actually indicate that I would have overpaid, e.g. the " what we estimated to pay out '' amount is actually lower than " what we paid out. '' There are asterisks in Part 2 that don't match the description of what it should indicate - e.g. it says it indicates a discrepancy between an estimated amount and an actual amount but no such discrepancy exists. Additionally, there are numbers for county tax and property tax payments that don't match their estimates - either the estimate is XXXX or the payment is XXXX. This results in a statement printout that doesn't even attempt to explain why I'm expected to start paying more money. After a quick review of customer feedback online it's clear that Freedom Mortgage is very, very unpopular with its customers. I am truly worried that the company is trying to skim money from me, especially considering they designed, printed, and released a statement that doesn't offer proper justification and appears to be intentionally confusing. I tried to call their customer service number and after trying to navigate a phone system that is not user-friendly and provides endless menus with no ability to navigate, I tried pressing " XXXX '' and was told I would by on hold for 56 minutes to speak to a representative. The combination of a very poorly designed statement asking me to pay extra without proper justification, terrible user reviews, and a phone system that appears intentionally designed to frustrate and deter customers leads me to suspect that something is amiss at Freedom Mortgage and I'd like you to investigate. Mortgage loan buyers are unique in my experience that I have to interact with them despite having no freedom of choice or transparency in the process by which Freedom Mortgage acquired my loan. A review of customer experiences online indicates that a terrible customer experience is the norm and no reasonable person would choose to do business with Freedom Mortgage intentionally. But because they bought my loan and there was nothing I could do to stop that, I am forced into doing business with a deceptive company. I've had good experiences with CFPB in the past in getting student loan payments counted when XXXX was fraudulently trying to deter me from doing so. I thank you for that and would greatly appreciate the same thoroughness in dealing 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

2019-02-26

Lafayette, LA

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

2019-02-26

Millcreek, UT

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

2019-02-24

Palos Verdes Estates, 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

Timely Response

2019-02-24

Coconut Creek, FL

Incorrect information on your report

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

Information is missing that should be on the 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

2019-02-22

El Dorado Hills, CA

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: I have been tryng to submit my Mortgage Assistance Packet to Freedom 3 times now. Each time submitted, I am sending via email and to two ( 2 ) fax numbers, all of which have been opened, per my read receipts. I have heard nothing from them, just form letters with contact information and XXXX requests for documents I have already submitted. Nothing - other than this. Currently, I am in the hole with payments, and can blame really no one else but myself, as the don't care about my current situation. Per my previous complaint, I have stated that I can not afford the new monthly payment due to tax reassessment. However, no communication, nothing to show that they give a hoot. I am sending this complaint for several reasons : 1. To force someone to contact me via email, rather than postal mail, per my request in every note, email and fax I have sent them. Postal mail takes to long, and can be used to XXXX me out of deadlines. 2. To create a paper trail, which is admissible in any court, showing that I am trying to get help to no avail from Freedom. 3. I feel taken advantage of, as I am on a fixed income and can not make additional higher contributions to payment, at this time. Continued ignoring and lack of communication is a well known tactic, one that often results in a foreclosure. I will not have it, and that is why I am pushing the issue.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-02-22

MA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: Contacted Freedom Mortgage to remedy late payments due to unforeseen Bed Bud infestation. Placing us behind on our mortgage. We had to replace all of our belongings and paid for extermination in XXXX of XXXX. Began mitigation process only to be told documents had not been received, were incorrect, or unable to open, or wrong document form after being told not received. XX/XX/XXXX Contacted Freedom Mortgage to make a payment and seek council on statues of our account. Was told and reiterated back that we were only 90days past due because a payment had been posted on XX/XX/XXXX. Called back on XX/XX/XXXX to make a payment all the while still trying to send documents as requested, still another excuse as to why not received. I told them I could forward the emails from previous send. Only to be told they didn't have them. Operator than told us payment couldn't be accepted because our account was 130 days delinquent. I was told they couldn't help me. I should keep better records of when payments were posted. Called back on XX/XX/XXXX spoke to XXXX # XXXX to be told our paper work was received we are in foreclosure and could not take any payments and would submit an investigation on said phone call from the XXXX and a supervisor would review. Called back on XX/XX/XXXX to speak with XXXX # XXXX to find out she too couldn't help us at all had no record of any of this and we would have to wait 24 to 48 hours after she would request a supervisor to contact us. Then put us on hold to see if a supervisor was available only to be told no we would have to wait. and now that it was in foreclosure it was out of her hands. Previous calls were filled with similar instances, however I didn't not operator until most recently. We were told '' this happens all the time and sorry ''. '' Sorry it's not our problem, you should rely on our word and keep better record '' " If you email something or fax it to call in immediately after because they frequently don't check email and so many people send them they cant keep track '' " Dont call after you send we wont actually see your paperwork for 2 to 3 days '' '' Don't worry about getting your paper work in your account is on hold " " Dont concern yourself with mitigation its best to just keep making payments '' " Sorry we don't take payments less than the full amount of the mortgage '' " It depends who you talk to some people will take partial payments and place it in a hold account '' " There is no way to accept a payment unless it's the full amount '' We received your payment '' " We have no record of your payment '' '' We have no record of mitigation paper work request " We already sent you the paper work for mitigation " " It's not our responsibility to notify you of the amount past due '' " All calls are recorded '' " Actually all calls are not recorded '' " We can't possibly review all of our calls or call record '' " Yes, I see you call 3 times on that day with detail of operator numbers spoken to and times "
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-02-21

La Vernia, TX

Trouble during payment process

Mortgage: VA mortgage

Complaint: I had a mortgage VA Loan through Freedom Mortgage and last XXXX, XXXX, I sold the house and there was an escrow balance of {$2200.00} and Freedom mortgage indicated to me that they had cut and sent a check for this amount after receiving the payoff on the loan. I have not received any check since I sold my house in WA state. I called on last month on or about XX/XX/XXXX and they told me a check had been issued and sent. I did not receive any check. Last Thursday, XX/XX/XXXX and Friday, XX/XX/XXXX to find out the status of the check. Freedom mortgage indicated they will re-issue the check by the end of this month and it will be payable to me on the first week of XXXX, XXXX. I don't believe them anymore, and they need to send me the escrow money it is not theirs. I need your help! this was a VA loan and it needs to be resolved ASAP.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-02-21

Rehoboth Bch, DE

Struggling to pay mortgage

Mortgage: VA mortgage

Complaint: I have been trying to get my mortgage modified with Freedom Mortgage since XXXX. My mortgage became delinquent due to my unexpected XXXX due to the XXXX of my husband. I had been a victim of extreme XXXX XXXX and XXXX for 35 years. I had been XXXX XXXX XXXX XXXX and XXXX and other atrocities. On XX/XX/XXXX my husband was supposedly XXXX in our home and he XXXX later in the hospital. I was XXXX with his XXXX because while trying to get help when I saw him XXXX, I mistakenly told the XXXX XXXX I XXXX him. I told her that to try to get help for him because I was startled out of my sleep after not sleeping for 21 hours and I fell asleep with a XXXX XXXX to keep it away from my husband who was XXXX XXXX XXXX XXXX. I didn't see my husband until after I jumped up from my kitchen desk and looking through blurry sleepy eyes. I did XXXX XXXX XXXX XXXX XXXX in a XXXX XXXX XXXX and my mortgage got behind. I had my oldest daughter who had power of attorney for me, put in a temporary forebearance in XX/XX/XXXX thru XX/XX/XXXX which was successful. However the man that she was working with disappeared from the case. Freedom Mortgage never pursued the procedure or tried to continue with the process. At that time, I believe my mortgage was around {$28000.00} plus any late fees and other costs. My daughter tried unsuccesfully to get the mortgage company to continue with the forebearance process and to do a mortgage modification. I was released from XXXX XXXX on XX/XX/XXXX and I called the mortgage company the first week of XXXX to try and start the mortgage modification. I applied to the Social Security Administration in XX/XX/XXXX and was given my benefits, with the first check to start in XX/XX/XXXX. I asked the various mortgage representatives that I was assigned to, including XXXX my main point of contact in the Loss Mitigation Department about paying my mortgage. He told me, as well as many other representatives at Freedom Mortgage that if I went ahead and sent in payments, they would be sent back and not accepted. At this point, I am now well over {$90000.00} in the arrears. I sincerely believe that had I been allowed to make payments, I would not have gotten that far in the arrears. When I came home from XXXX, my account was approximately {$64000.00} behind. Had I been allowed to make payments regardless, I would still be at the {$64000.00} behind instead of $ 90000.00+ I did pay the homeonwers insurance in full in XXXX or XX/XX/XXXX. My complaints are as follows : Mortgage company refusing my payments, and I was told not to make any, as they would not be accepted due to being in default. Mortgage company has literally caused the mortgage to get further behind by not allowing payments early on. Freedom Mortgage is now placing charges on my account for people coming out asking if I am selling my home, and to verify that I actually live in the home. I have disputed those charges, as I never agreed to anything like that when I signed my mortgage not and deed of trust. THIS IS AN INVASION OF MY PRIVACY! Strange people ringing my doorbell and knocking on my door all hours of the day and night. Some of the people are taking pictures also.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-02-20

East Detroit, MI

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

2019-02-20

CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Freedom Mortgage. I refinanced my condo in XX/XX/XXXX. I received a letter XX/XX/XXXX requesting proof of XXXX insurance. I purchased XXXX insurance XX/XX/XXXX and provided proof to Freedom Mortgage. I received a second letter asking for insurance from XX/XX/XXXX to XX/XX/XXXX or I will be fined over {$500.00}. I contacted my agent and informed him I was not informed to purchase XXXX during closing. I looked over the closing documents it states fire insurance my HOA master insurance cover fire insurance which Freedom Mortgage has on file.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-02-19

Bel Air, MD

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

2019-02-19

Finksburg, MD

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

2019-02-19

Philadelphia, PA

Incorrect information on your report

Mortgage: VA mortgage

Complaint: My credit report shows the mortgage still open when it was closed on XX/XX/2019. I contacted Freedom and they shiw it closed but the report is nit updated, whuch affects my credit rating negatively.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-02-15

Kingstree, SC

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

2019-02-15

Colo Spgs, CO

Trouble during payment process

Mortgage: VA mortgage

Complaint: XXXX XXXX Military, PCSd from XXXX to XXXX. Freedom Morgage company failed to get in contact with me about my interest rate change on house payment. They let late payment lapse for almost a year before I called to get information about tax documents. Only then did they notify me of the rate change to morgage, resulting in almost 40 dollars short on my monthly morgage payment not being paid each month, that I have faithfully paid every month. Now the morgage company has placed a delinquency on my credit report which negatively affects 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

2019-02-14

Las Vegas, NV

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

2019-02-14

Marietta, GA

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

2019-02-13

Coral Springs, FL

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

2019-02-12

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

2019-02-12

Auburn, 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

2019-02-12

Boston, MA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Was informed on XX/XX/XXXX via email that my Freedom Mortgage loan was being transferred to XXXX XXXX, and that my auto-payment would be cancelled. I also received a letter on XX/XX/XXXX, dated XX/XX/XXXX, stating the same. Because I did not have any account information for XXXX XXXX yet and would be unable to make a payment directly to them, I went onto Freedom Mortgage 's website on XX/XX/XXXX to schedule a manual payment of the loan for XXXX ( in the amount of {$2100.00} ), knowing that it would be forwarded to my new servicer. This scheduled payment was successfully confirmed on their website. Noticing that the payment had not gone through by XX/XX/XXXX, I went onto Freedom Mortgage 's website, and discovered that they had silently cancelled the payment I set up on their website without notifying me!! I then scheduled a billpay through my bank ( XXXX XXXX ) to pay Freedom Mortgage directly, and XXXX confirmed that it was paid electronically to Freedom Mortage on XX/XX/XXXX. I called Freedom Mortgage on XXXX XXXX, XX/XX/XXXX, and XX/XX/XXXX to inquire on the status of the payment, and each time was told that the payment was not received. The customer service staff were adamant, each time, that the payment had not been received by Freedom Mortgage, even though I had confirmed with my bank that the payment was sent, electronically, directly from XXXX to Freedom Mortgage on XX/XX/XXXX. They had no way to elevate the issue and investigate the missing funds. They also insisted that it was no big deal, given that I had a 60 day grace period due to the loan servicer transfer, and would not be charged any fees or have a credit score impact, regardless of whether the payment was actually received by them or not. However, based on 12CFR1024.33 ( c ), this only applies if they receive the payment, and since they are claiming not to have received it, it is unclear that this grace period would actually apply. Given this, to avoid late fees and the impact to my credit score, I have separately made payment to my new servicer ( XXXX XXXX ), and am attempting to get Freedom Mortgage to return the funds to my bank when they find them, however, they are insisting that they need to forward them on to the new servicer. This would lead to me having double-paid my mortgage payment for XXXX, and severely impact my budget and ability to pay my other bills.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-02-11

Fort Pierce, 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

Timely Response