FREEDOM MORTGAGE COMPANY

2019-02-11

San Diego, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Per resolved CFPB complaint # XXXX, Freedom Mortgage began sending all documents to the wrong address in XX/XX/2018. So I did not receive the company 's notice that it needed proof of insurance until that error was corrected BY MY EFFORT in late XX/XX/XXXX. My insurance company provided the information to them in early XX/XX/XXXX. Today I received notice that Freedom Mortgage retroactively RETROACTIVELY purchased insurance for me in XX/XX/2018. I don't know how they could have done that as it is my understanding that such insurance can not be purchased retroactively and the earliest possible purchase date would have been XX/XX/XXXX. I carry HO 6 insurance through my personal insurance company. So I am now doubly insured because Freedom Mortgage sent documents to the wrong address for more than six month. I want the redundant policy canceled and all charges to disappear from my escrow account. My mortgage documents were approved with the requirement that the condominium be insured and it was approved by the lender under those conditions.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-02-10

San Diego, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Sometime after XX/XX/2019, Freedom Mortgage switched addresses and began sending mail to XXXX XXXX XXXX, the property for which they hold the note. However, it has been clear from the time I applied for the mortgage that my address is XXXX XXXX XXXX. So, Freedom Mortgage sent an unknown number of documents to the wrong address, including monthly statements and forced insurance documents, and, most importantly, a poorly noticed change of address for future payments buried in the monthly statement. On XX/XX/XXXX, my bank dispatched a check to the XXXX payment center. Although Freedom Mortgage received the check they sent me a letter with the check attached later that month they declined to cash it. In late XXXX, I contacted Freedom Mortgage because the XXXX XXXX check had not been cashed, and only because I called was the mess of the company changing my address and mailing all documents to the wrong place untangled. I asked to have the late fee waived and was told that it would be, but was urged to allow FM direct access to my bank account. Because it seems stupid to allow access to a company that cant keep its internal processes working right, I declined to let them have at my checking account. Instead, I paid by check the next day ( XXXX XXXX XXXX day ) and the check was cashed within days. This month, I received a statement for a late fee of {$43.00} that does not say which payment was late. Only XXXX was late because of their internal errors. I have sent a check to cover the late fee so it doesnt spiral, but I want that late fee refunded.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-02-07

Orange, MA

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

2019-02-06

Church Point, LA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I had a loan with XXXX and it was sold to Freedom Mortgage. During the sale I was never notified and was not aware of anything going on. I continued to pay my mortgage payment to the XXXX. by the time I figured it out I was late on a payment. I paid it and explained to them that I was never told. Since then I have continued to ask them for a account and transaction history including a running balance but they never give it to me. They keep sending me the wrong thing. I have been requesting this for over a year. I need this because I do not believe they are applying my payments correctly and there is no way for me to check with out that information. there customer service is horrible. you can never speak to anyone. it seems that all of there departments are not customer facing and everything you ask for has to be put in a request that never gets done. I have asked to speak to people higher up and get the same response. let me put in a request. I have never had this much trouble with a mortgage service company ever. I really wish they would sell this loan to someone else. It is absurd that mortgage company 's are allowed to sell loan any random company that does not have the same values and customer service as the company you made the loan with.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-02-05

Keezletown, 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

2019-02-05

Wesley Chapel, FL

Trouble during payment process

Mortgage: VA mortgage

Complaint: Sometime after XX/XX/XXXX during XX/XX/XXXX, we received the Escrow Analysis Statement from XXXX XXXX XXXX ( FMC ). The statement indicated we had an shortage of {$1900.00} in our escrow account. I contacted FMC several times in XX/XX/XXXX ~ XX/XX/XXXX. I wanted to have a clear understanding of how they derived we were {$1900.00} short. I explained to several customer representatives over and over again we wanted Option 1 on page 1 which would require a lump sum payment of the shortage ( once verified ) to avoid an increased mortgage payment for XXXX. For one thing the amount seemed to be inordinate shortage. Then when I began to inquire how they came up with the amount they attempted to explain the entire analysis report. That's when I pointed out on Part 2 Your Escrow Account History showed escrow history beginning in XX/XX/XXXX with a balance of {$1900.00}. I explained we have been paying FMC at least since XX/XX/XXXX. Then when I downloaded the FMC monthly statements I found XX/XX/XXXX ~ XX/XX/XXXX statements showed Amount Due : {$0.00}. Then the XX/XX/XXXX statement shows Amount Due : {$1400.00}. The remaining statements showed this same amount until the XX/XX/XXXX statement which showed Amount Due : {$3000.00}. At that I requested an audit of my account and an updated Escrow Analysis Statement for XXXX. I received a letter from FMC dated XX/XX/XXXX. Attached to the letter was a detail history criteria from XX/XX/XXXX ~ XX/XX/XXXX. No explanation was given and there was no adjusted/corrected Escrow Analysis Statement for XXXX. Before XX/XX/XXXX our mortgage was administered through XXXX XXXX XXXX ( see complaint # XXXX ). They also had problems processing our payments timely and accurately. They decided to put our bi-monthly payments in a holding account each month and then process our payments when they felt it was appropriate. I've explained several times to both mortgage company 's there is no early payoff penalty for VA guaranteed loans.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-02-03

OH

False statements or representation

Debt collection: Mortgage debt

Attempted to collect wrong amount
Complaint: Freedom Mortgage Company said that AutoPay was active for one of my houses. I put enough money into that houses account to pay the mortgage for a year. After 3 months I received mail that the house was in foreclosure. I immediately tried to log in to pay the past due amounts but was unable to, and was told to speak with Freedom 's attorneys. After speaking with the attorneys, they sent me a reinstatement letter from Freedom Mortgage, which listed the past due amount, along with a laundry list of additional fees that were never explained. The past due amount was roughly {$5000.00} - however they tacked on another {$5000.00} in fees. Getting nowhere on answers from them, I decided to hire my own attorneys. My attorneys could not get answers from Freedom 's attorneys or Freedom Mortgage for months. We unfortunately had no record of the autopay setup, so my attorneys pretty much said that they can keep fighting this - however it will likely result in the house foreclosing. I basically had two options, let the house foreclose due to the ridiculous amount of fees Freedom wanted to collect, or suck it up and pay all the fees so that my credit didn't get destroyed. So after a whole year of back and forth and getting no answers from Freedom, I finally decided to stop all the bleeding from both sides. The past due mortgage payments were {$17000.00}. I was happy to pay that. However in order to get the loan reinstated, I had to pay them {$26000.00}. The rest were all their fees. This does not include what I paid to my attorneys to try to get this whole issue resolved. All I wanted the entire time was to talk to someone at Freedom about the fees and see if there was a fair resolution given the circumstances. I am incredibly displeased with how this whole thing transpired.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-02-02

Boulder, CO

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

2019-02-02

Mount Vernon, NY

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

2019-02-02

Clermont, FL

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: I'm filing a complaint on my mortgage company Freedom Mortgage due to the fact that I continuously receive miscommunication regarding my loss mitigation application for several months now. It seems as though freedom mortgage refuses to mark my application as complete to review my FHA loan for loss mitigation foreclosure prevention options that may be available to me as a consumer. Im going through a hardship due to a reduction of income Ive sent Freedom mortgage several months of financial documentation and continued to be asked for another letter of explanation signed and dated. Freedom mortgage encourage me to apply for loss mitigation assistance when I advised the reason my payments fell behind however Freedom mortgage deliberately continues to delay my application to collect more fees and force me to foreclosure. I have never been contacted by any point of contact from Freedom mortgage regarding my loss mitigation application and have made several phone calls and have not received any call backs, so customer service advise I call 1-2 weekly to check the status of my loss mitigation application. When I submitted my application with freedom it took several weeks just to even get clarification on what I needed to correct on my application finally after submitted all documentation made all necessary corrections. I received a letter dated XX/XX/XXXX stating my application was facially complete as of XX/XX/XXXX and a final decision is expected to be communicated within the next 30 days. So I wait patiently and continue to call multiple times weekly regarding my application. Called XX/XX/XXXX was advised the underwriter is now requesting another two months bank statements, another thirty days pay stubs, and another letter of explanation signed and dated. All documentation was sent to them promptly via email on XX/XX/XXXX. Days later I then received a letter in the mail dated XX/XX/XXXX stating my application is incomplete the underwriter needs another month of pay stubs and letter a explanation signed and dated, nothing about bank statements. After I sent the additional documentation requested I receive another letter in the mail dated XX/XX/XXXX saying again my application is again facially complete as of XX/XX/XXXX a decision is expected to be communicated within 30 days. Waiting for a complete letter calling weekly I now get another letter dated XX/XX/XXXX saying my application is again incomplete and it order to complete my review Freedom mortgage is requesting another letter of explanation signed and dated. This letter was very disturbing, this would have been the fourth letter I sent to them with a signed and date letter of explanation of my hardship. I immediately signed and dated another letter of explanation as requested via email on XX/XX/XXXX. I received another letter dated XX/XX/XXXX that as of XX/XX/XXXX my application is again facially complete this would be the third time in three months. This has been a long process as they refuse to complete my application which seems to be delayed to collect fees and other charges such as inspector fees. Recently I called again to check on my application on XX/XX/XXXX and im being told per FHA freedom mortgage needs a letter from my employer saying my hours have been reduced which shows on the pay stubs already sent. The customer service mentioned he didn't know why the underwriter would even ask for that when it shows a reduction on pay stubs. Please investigate my complaint as Freedom mortgage inability to service my loan, Freedom mortgage refuses to review my loss mitigation application to prevent foreclosure.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-02-01

AZ

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My monthly house payment with I believe, 4 or 5 mortgage companies so far, was {$1200.00}. I always have the mortgage company " draw '' the funds from my bank. I have never been late on a house payment in nearly 20 years!! On XX/XX/2018 Freedom Mortgage sent me a check returning " excess escrow '' funds in the amount of {$180.00}. I immediately returned their " unendorsed '' check to Freedom Mortgage, explaining I will ALWAYS return excess escrow amounts back to my Escrow account so my house payment does NOT increase. They returned the unsigned return of escrow funds check, saying I had to endorse the check. I endorsed the check and paid the extra to be able to track the check, as it was endorsed making it negotiable. Freedom Mortgage increased my XXXX payment by 9 cents. I wrote and asked why the increase when they have an excess of funds and they sent me an unsigned letter saying they would research. I never actually received an explanation. Then, I received another return of Escrow funds check dated XX/XX/2018 in the amount of {$160.00}, and a statement telling me they were increasing my monthly payment to {$1200.00}. Please understand, I phoned on each of these checks and was NOT given any explanation other than I had too much money in my escrow account. I was NEVER allowed to speak to a Supervisor or Escrow Account Employee. I again returned the check, of course " signed '' and track-able with another letter stating I will ALWAYS return excess escrow. The next letter I received was again UNSIGNED stating they would research my concerns. I am a XXXX XXXX, retired, fixed income. home owner. Every penny counts in my life. I have recently had a number of unexpected costs as well as expensive health issues. I am being unfairly treated by a company that does not even sign letters or give me anyone to speak with regarding their unfathomable, explanations. Their increase of {$3.00}, totals in a year, {$40.00}. The last excess escrow funds check I returned was in the amount of {$160.00}. In my life, especially now, every penny of my monthly expenses affects how I am able to live my life. Please help. Sincerely, 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

2019-01-31

Phoenix, AZ

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

2019-01-30

IN

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: On XX/XX/XXXX we received a letter from Freedom Mortgage Corporation cancelling our ACH payment. Today, XX/XX/XXXX we received an email notifying us they cancelled it because they have transferred the loan to XXXX. That payments are to be made effective XX/XX/XXXX. We have not yet received a Servicing Transfer notice in compliance with regulation z.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-01-30

Auburn, AL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Freedom Mortgage has our property tax in escrow and will not pay it. The courthouse says they will sell our house on the courthouse steps if its not paid. Plus our name gets put in the newspaper, etc. Our property taxes have been escrowed since day 1. We have never missed a payment. They lie every time we call. First they say they paid it. Then they say the paid the wrong parcel. Then they say they paid for the wrong person. All lies. This mortgage company has horrible reviews and should be shut down. It is illegal for them to keep our money and not pay it to the appropriate parties.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-01-30

Milwaukee, WI

Trouble during payment process

Mortgage: FHA mortgage

Complaint: My Mortgage originated with XXXX XXXX who mishandled my loan, and denied me a loan modification. They only allowed me a modification after the CFPB fined them for faulty practices, and me filing bankruptcy to retain my home. XXXX added excessive fees to my account, that I'm still currently paying. XXXX then sold my account to Freedom mortgage, now I'm unable to get documentation to dispute the validity of the fees associated with my account. Freedom Mortgage took over my account I believe on XX/XX/XXXX. Since then they have improperly handled my account, and I've continually received the run around from their customer representatives. I've called numerous times regarding my Escrow account being mishandled. I've received several responses regarding when an escrow analysis is done for my state. I've been told that my analysis is done in XX/XX/XXXX, then I've been told that it is done in XX/XX/XXXX. Several times there has clearly been an overage in my Escrow account, and Freedom continually finds ways to hold on to my over payments. I've requested for my account to have an off schedule analysis done, and have been refused. Each representative telling me they will email their supervisor to perform the request, only to have no further word on the outcome. To try to offset Freedom from holding on to my much needed monies, I switched insurance providers to ensure that everything comes out at the beginning of the year. My new homeowners insurance was significantly less than what I originally was paying. I contacted Freedom again to request that they review my Escrow account in an attempt to offset overpaying into the Escrow. In addition Freedom sent me correspondence acknowledging my new insurance premium, and stated it was paid in full. The letter also requested that I submit any insurance refund that I receive from my previous insurance to them.I asked the representative why I would submit funds that I already paid for in full to them, and was unable to get an explanation. I then again asked the representative for an off schedule analysis, and she stated she could only email her supervisor. While reviewing my account I also noticed that Freedom mortgage made an additional insurance disbursement. The representative couldn't explain to who or why this was done, so she transferred me to their insurance department. After talking to the insurance department the representative stated this was to my insurance company who was reporting a change to my policy. I requested that this agent, contact my insurance company with me on the phone. I never spoke with my insurance company as she promised, but was told that the amount was supposed to be a credit to me. After hearing this I asked the agent why Freedom would disburse monies from my account without verifying the reasons, especially when this was a credit to me. All I received was a " sorry '' and that she was placing a stop payment on the disbursement check. I'm very concerned with the handling/mishandling of my account and the lack of accountability and transparency being demonstrated by this company. If I was capable I would refinance, just to get away from this company.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-01-30

Alachua, 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

2019-01-29

TX

Trouble during payment process

Mortgage: FHA mortgage

Complaint: The principal, interest and escrow balance was recorded as {$20000.00} as of XX/XX/2018. A breakdown of principal and interest is {$13000.00} and escrow deficiency {$7800.00}. This is a total of {$21000.00}. This is a difference of {$610.00}. The projected escrow shortage of {$6000.00} is being paid through my increased mortgage payments. The projected escrow shortage should not be included in the total arrears of {$28000.00}
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-01-29

Billerica, MA

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

2019-01-28

LA

Closing on a mortgage

Mortgage: FHA mortgage

Complaint: My husband and I recently sold our house, XXXX XXXX XXXX XXXX, to a couple, XXXX and XXXX XXXX, who bought the property using an FHA loan that was provided by the XXXX XXXX XXXX located in XXXX, Ohio, with a branch office in XXXX, FL. Prior to closing, Mr. XXXX XXXX, general manager of XXXX XXXX XXXX, insisted that the FHA loan provided by his company required the seals on windows in the garage to be repaired. To the best of our knowledge, broken seals on windows in the garage do not constitute a threat to the health or safety of the occupants of the home. Despite our concern that the demand to fix the window was excessive, we agreed to do this so that the sale could close. The window company could not complete the work before closing, so a paid receipt for the estimate of repairs ( {$550.00} paid by XXXX XXXX on XX/XX/19 to XXXX XXXX XXXX XXXX ) was provided to Mr. XXXX so that the sale could close. Even though the work was pre-paid, Mr. XXXX insisted that an additional {$850.00} be held in escrow until the work was completed. To make matters worse, the escrow hold was not put on the closing disclosure provided for our review on XX/XX/19. It only appeared on the day we signed our closing documents, XX/XX/19. We unfortunately did not scrutinize these documents again, and agreed the the escrow hold. However, I believe that changing the closing disclosure on the day of closing is a deceptive trade practice. This should have been made apparent prior to closing so that we could dispute the {$850.00} escrow hold. I believe that XXXX XXXX, and specifically Mr. XXXX, has committed several abuses that lead me to believe that he should not be an agent for FHA loans. These include : 1 ) Excessive repair requirements to qualify for an FHA loan 2 ) Excessive and inappropriate escrow holds 3 ) Deceptive trade practices, including changing the closing disclosure document on the day of closing so that an escrow hold could not be contested
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-01-28

Mount Washington, KY

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

2019-01-27

Detroit, MI

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

2019-01-26

FL

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: I have my motgage company FREEDOM MORTGAGE. I have behind XXXX payments. On XX/XX/XXXX I received a letter from MAKING HOME AFFORDABLE wiht Pre- aproved number and I contacted them.XXXX XXXX they started a process with me with all my information about my MORTGAGE. Now my contact person is named XXXX XXXX from the XXXX XXXX XXXX phone XXXX XXXX XXXX and they sent to me a packgage with a plan of payments starting on XX/XX/XXXX and two more payments on XX/XX/XXXX and XX/XX/XXXX for XXXX {$1.00} each by e Checks or Money Orders Payable to : Mailing Address XXXX XXXX XXXX XXXX XXXX XXXX Ca, XXXX. 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

Timely Response

2019-01-26

Shalimar, FL

Struggling to pay mortgage

Mortgage: VA mortgage

Complaint: We have asked for the underwriting department to appeal their decision since they did not include the {$440.00} for XXXX XXXX payment when they figured the money for our home in the loss mitigation not to completely rework paperwork over again. This paperwork has been submitted the entire time this process has been going on. I am attaching the paperwork again, so that you will not claim you do not have it. You have asked for it on XX/XX/XXXX, which we have provided a letter from Social security, which at that time it was {$430.00}, now it is {$440.00}, It does not come to a bank account but to a XXXX XXXX card every month. Then I hear from an agent # XXXX on XXXX XXXX on a recorded line that tells me that the underwriting department has made the claim that they can not use XXXX amount of money, my XXXX year old son, because XXXX XXXX name is not on our mortgage. This money was used when we first took out our mortgage by our first mortgage company and when we refinanced with you, Freedom Mortgage. I have the paperwork in my hands showing it. I am now submitting another complaint to the obsurdity of this to the Consumer Finance Protection Bureau
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-01-26

TX

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: Freedom Mortgage is illegally delaying and taking excessive time in reviewing and making a decision for my loan modification application. Freedom Mortgage excessive delays, often causing my application documents to expire, which then they would close the application due to expired documents. To date, no decision has been made on my loan modification since first applying in early XXXX. I spoke with a loan modification representative at Freedom Mortgage on XX/XX/XXXX and was advised that I was missing an explanation on transfers from account ending in XXXX. I have made numerous fruitless attempts, to explain the {$16.00} DEBITS ( from account ending in XXXX ). On XX/XX/XXXX, l gathered and emailed 61 pages to Freedom Mortgage loss mitigation department. Freedom Mortgage acknowledged receipt of all pages on XX/XX/XXXX. It is my understanding from Freedom Mortgage that the purpose of the bank statements is to verify my income was received ( bank statements included in the 61 pages emailed ) and verify all income ( all deposits were explained with letters in 61 pages sent on XX/XX/XXXX ). My loan modification application ( as of XX/XX/XXXX ) is pending closure per Freedom Mortgage because of failure to explain the transfers from account in XXXX. Because of the delay in my loan modification application review which, violates mortgage servicing rules I was deprived of the ability to make an informed choice about how to save my home, which caused me to file for bankruptcy.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-01-25

Shadle Garland, WA

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