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 25
2018-11-28
Wonder Lake, IL
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
2018-11-28
Moapa, NV
Trouble during payment process
Mortgage: VA mortgage
Complaint: PAYMENT I MADE FOR XX/XX/2018 IN THE AMOUNT OF : {$1500.00} CHECK # XXXX CLEAR OUR BANK ON XX/XX/2018 ; PAYMENT SENT TO FREEDOM MORTGAGE ON XX/XX/2018.
And I received a letter from Freedom Mortgage stating, As of the date of this letter we have not received your payment due XX/XX/2018. and my Bank Statement showing check # XXXX clear my Bank on XX/XX/2018. also, Freedom Mortgage never acknowledge my Tax Exemption, and my own home-owner insurance, Never remove from my ESCROW PAYMENT EVER SINCE. AS WELL, THE RATES KEEP GOING UP HIGHER AND HIGHER WITHOUT NOTIFYING US ABOUT THEIR CHANGING MADE ON OUR VA MORTGAGE LOAN. ASKING FOR STRICT SCRUTINY TO BRING THE LIGHT OF JUSTICE, AND RIGHTEOUSNESS TO THIS UNSCRUPULOUS, MALFEASANCE CONDUCT BY FREEDOM MORTGAGE. GOUGING US FINANCIALLY, AND FINAGLE CF. FILCH US FINANCIALLY. MY TAX-EXEMPTION ... .PERSONAL EXEMPTION NUMBER : XXXX FOR QUESTIONS CALL : XXXX. THANK YOU FOR YOUR INTEGRITY HELP. XXXX WAS THE BUILDER OF OUR HOUSE WE'RE AT RIGHT NOW.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-11-26
Healy, AK
Trouble during payment process
Mortgage: VA mortgage
Complaint: For the past 6 months I been calling the company with problem. Not one time have they told me I was underpaid in anything. Now they saying I owe them XXXX dollars more than my fixed interest rate contract without notify me until the very end of XX/XX/XXXX. I call them on XX/XX/XXXX with question and they did not say i was underpaid. I want a refund of XXXX back
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-11-21
Brooklyn, NY
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
2018-11-21
Ft Myers, FL
Applying for a mortgage or refinancing an existing mortgage
Mortgage: FHA mortgage
Complaint: After loss of employment due to Hurricane Irma, we requested a Loss Mitigation back in XXXX from Freedom Mortgage. We sat with our XXXX point of contact and filled out all the required paperwork and submitted the complete package to Freedom. Thereafter, several requests for updated bank statement and pay stubs were requested to be re-submitted to underwriting. After the first submission they kicked it back stating that, because of the lengthy process, new bank statements and pay stubs would need to be submitted because more than 30 days had elapsed. We resubmitted the paperwork and the same thing happened again, only this time they said we were missing paperwork that, after multiple calls and speaking to more than 2 different representatives, they realized the documents they were requesting ( bank statements from XXXX thru XXXX ) actually WERE on file and had been " overlooked ''. We were advised that underwriting has 30 days to review, however, they kick the paperwork back stating new updated documents are required. On XX/XX/XXXX we received yet another letter ( see attached ) requesting additional paperwork ( bank statements/pay stubs for the prev 2 months and 30 days of pay stubs ). We again submitted the requested information only to receive a call stating that the package was STILL incomplete. A subsequent letter ( XX/XX/XXXX, see attached ) stating that a document had been future dated ( Unemployment Affidavit, originally signed and submitted in XXXX ) and needed to be re-signed and resubmitted along with, again, updated bank statements on all accounts. We did so but questioned why this wasn't noted the first ( or second ) time the package was sent to the underwriters, or in either of the previous letters. Again, we receive notification that the package was yet again denied because saving 's account bank statements for the month of XXXX were not provided. I provided all available bank statements as well as a screen capture of my bank 's account summary and explained in the same email containing all of the requested and updated documents, that the month of XXXX was NOT available for the Saving 's account as they are dated from the XXXX to the XXXX and we were mid-month at the time of the request. Once again, on a subsequent phone call with rep XXXX ( ID # XXXX ) she reiterated that the package was not complete due to the missing Saving 's account bank statement. I explained : " in the email, both an explanation and a screen capture of all available bank statement 's per our bank 's website was submitted ''. She stated that she could see all of the bank statements but had no visibility into neither the email nor the screen capture image provided and that another department would need to make those available. After requesting a supervisor she came back on the line stating that she'd spoken to a supervisor but they were unavailable ( in a meeting ) and that she'd spoken to a supervisor from another department. We again requested a supervisor and XXXX ( ID # XXXX ) came on the call and stated he could clearly see all of the files submitted. We asked why the previous rep said she couldn't see the files nor access the email and why we were constantly being given miscommunication and false information regarding the status of the package. He stated that he could not explain why she stated she couldn't see the emails or the screen capture of the Saving 's Account Summary but went on to review the entirety of the file. Thereafter stated he would request this to be escalated and resubmitted to the junior underwriters for re-review since all previous bank statements for the Saving 's account were clearly dated XXXX - XXXX. He also stated that because so much time had elapsed between our original Loss Mitigation request ( XX/XX/XXXX ) that we were now out of FHA document compliance which needed to be within 90 days. We have exhausted all other options and have obliged to every single request but they have kept us in a loop of sending documents, delaying the review process, re-requesting the same documents and now pushing our original FHA submission past the 90 day requirement, prompting us to have to resubmit all of the documents all over again. This has been a " jumping through fire hoops '' scenario and a constant runaround.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-11-21
Lowell, 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
2018-11-20
Fallbrook, 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
2018-11-20
Lenzburg, IL
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: In reference to loan number XXXX through Freedom Mortgage for XXXX XXXX XXXX XXXX XXXX XXXX, IL XXXX I accidentally paid my property tax out of pocket when I was sent a bill for it in XX/XX/2018. This is normally covered by my mortgage company as a part of my escrow account and monthly payment. I informed Freedom Mortgage of the mistake and was told I would be refunded the full amount of {$1500.00} when the escrow was analyzed in XX/XX/XXXX. This is shown on page two of the attached statement, listed under " checks and substitute checks. '' It was check number XXXX, paid in the amount of {$1500.00} on XX/XX/18.
I called again XX/XX/XXXX after not receiving a check in XX/XX/XXXX and was told there was no record of my original conversation and that I needed to submit a bank statement to prove I paid the amount out of pocket. I did this promptly to their customer service email, as instructed and did not receive a response other than an automated " receipt of email. '' it is attached below.
I called again 10 days later to inquire as to the receipt of the email and was told I never needed to submit a bank statement and that they would begin an escrow analysis.
I received a check in the sum of XXXX $ on XX/XX/XXXX. This sum is still deficient {$490.00} from the initial payment I made on my property tax in XX/XX/XXXX.
I would like to be refunded this amount, as I was promised in XX/XX/XXXX of this year.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-11-20
Bueche, LA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: XX/XX/18 - company still shows payment due on online and automated phone system and has added a {$26.00} fee ( assuming late fee ) to my normal {$890.00} payment. The loan is PAID OFF! as of XX/XX/18. The system should reflect that there is NO PAYMENT due! I can not trust that your company will do the right thing and not report a 30 day late at the end of the month - even though my loan is paid off and there is nothing due. On XXXX.XXXX.18 in talking to XXXX # XXXX, I was informed that it could be 3 to 6 months for the system to update with no payment due! Are you kidding me? This is totally unacceptable! When a payment is made the amount due should immediately update - If credit card companies can figure out how to do this then surely Freedom Mortgage can figure it out! You are putting out incorrect information to your customers. I do not see how this can be acceptable to anyone! Seriously, this is a SIMPLE programming change.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-11-19
Antioch, CA
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
2018-11-19
TX
Closing on a mortgage
Mortgage: VA mortgage
Complaint: We sold a property in XXXX, WA, XXXX XXXX XXXX XXXX, XXXX, WA XXXX, and closed on XX/XX/2018. We contacted the Mortgage Company, Freedom Mortgage, and gave them a change of address to send our escrow refund. On or around XX/XX/XXXX my wife contacted them to verify that they indeed had our correct address and asked if they had sent an escrow refund. They stated that a check was issued on XX/XX/XXXX and mailed on the XXXX. We waited a week, and called back stating we had not received the escrow refund, but did receive other mail from Freedom Mortgage with our correct address. They said give it 5 more days and then if by XX/XX/2018, we had not received our check they could void the original check and send us a new one. The following day we received an account closing statement, with no check, so we called them back and asked if the figures were correct, they said yes, and then we inquired as to whether a check should have been in that statement and they said " sometimes ''.
My wife called back today, XXXX XXXX, 47 days after we closed on the property, and they told her they would void the check and submit another within 10 days. I got irritated and asked why another 10 days and they said it was " Policy ''. I asked what the federal requirements were for refunding an escrow account and they did not answer the question. I then asked why they did not cancel the check when we first contacted them and told them there was an issue, they said they could not. After repeated questioning they did admit they could have cancelled the check but their policy is not to, but rather re-submit a new check after the 10 day period, meaning we would not receive our escrow refund for well over 60 days after closing.
I went to CFPB website, found where the law states they have 20 days to return the escrow, and I am asking for your help.
We did our part by contacting the mortgage provider multiple times to inform them of the issue, waiting patiently, and now we have been lied to concerning the policy of the company, that a check was sent when one was not, and that they had up to 60 days to refund and escrow account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-11-19
CT
Trouble during payment process
Mortgage: Other type of mortgage
Complaint: URGENT : XX/XX/2018 : Called Freedom Mortgage as I sold my home on XX/XX/XXXX and a payoff check was sent to Freedom Mortgage and signed for on XX/XX/XXXX by someone named XXXX XXXX. Spoke to XXXX and explained that the payoff check for my mortgage was sent and XXXX XXXX signed for it. XXXX advised we sent the payment to the wrong address and we " dropped the ball '' on our end. I then immediately asked to speak to a supervisor as it has been two weeks since they signed for the check and my account was still open and they did not know where the check was. Was transferred to XXXX 's supervisor XXXX ( Employee # XXXX ). I emailed the packet from XXXX XXXX as proof someone at Freedom Mortgage signed for the check. XXXX advised she would call between XXXX EST on Thursday, XX/XX/2018.
XX/XX/2018 : Called Freedom Mortgage as I had not received a call from XXXX. I don't remember the employee 's name from this call but Freedom Mortgage has record of this. I was told by this employee that no research or work had been done on my account and that XXXX was not in the office. I then asked to speak to a manager and was told that this employee 's manager would not talk to me but would call within 24 hours.
XX/XX/2018 : Called Freedom Mortgage as I never received a call back. Spoke to XXXX. I immediately asked to speak with a supervisor. Spoke with XXXX ( Employee # XXXX ). I explained my situation and XXXX advised he would reach out to check cashing to see if they had the check and it was not being deposited and if so what the issue is. XXXX advised he would call Monday, XX/XX/2018 by XXXX XXXX EST. I never received a call from XXXX.
XX/XX/2018 : Called Freedom Mortgage and spoke to XXXX ( different XXXX ). XXXX had given me his direct number and said I could call him. XXXX advised she could not transfer me to XXXX. I asked to speak to her supervisor and they would not come to the phone and I was advised that she would request they call me back.
I sold my house on XX/XX/2018 and my mortgage is still open. Freedom Mortgage signed for the check and can not tell me where it is and no one in customer service has helped me or even attempted to look into this. My XX/XX/2018 payment is approaching and I should not have to pay this since I don't own the home and have paid off my prior home, however if I don't pay it, it will affect my credit and I am in the process of purchasing a new home. Additionally, I asked my billing be put on hold and no one at Freedom Mortgage agreed to do this, therefore I will still be receiving a bill.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-11-17
Gardnerville, NV
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: Freedom Mortagage has not sent us the {$1200.00} that was remaining in our escrow when we sold our house. The house closed on XXXX and we should have received it by now.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-11-16
AL
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: I was trying to payoff the balance of my mortgage with Feedom Mortgage. They would not quote a payoff over the phone or in the website. They said there is a {$30.00} charge for the payoff amount. I am not selling or refinancing my home. I sent a check from my banks bill pay for {$34000.00} which was the principal balance on my statement. The check was dated XX/XX/18. On XX/XX/18 I received a letter with the check enclosed saying the funds must be certified. I called customer service on XX/XX/18 and was told by the CSR that it was against the law to accept the check. I asked her what law she was referring to. She could not answer but said they could not accept more that {$9900.00}. I told her that was referring to CASH transactions, not from accepting checks.
I feel that Freedom Mortgage is not acting in good faith and trying to put obstacles in my path to collect more interest and fees. Also, I found my loan agreement and Truth In Lending Disclosure from my loan and there is no mention of a {$30.00} payoff fee. ( I did not have to have it in writing ) I am now required to pay a fee to my bank to issue a cashiers check to pay the account plus an additional months interest on the loan.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-11-15
Menifee, CA
Struggling to pay 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
2018-11-15
Chester, 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
2018-11-15
OK
Trouble during payment process
Mortgage: VA mortgage
Complaint: Some time during the month of XX/XX/XXXX Freedom Mortgage sold my loan to XXXX XXXX I received noticed on XX/XX/XXXX. However on XX/XX/XXXX Freedom Mortgage drafted my bank account for loan payment that came due I noticed this on XX/XX/XXXX on their website where I make payments it showed where it was drafted XX/XX/XXXX but it was reversed on XX/XX/XXXX. I called Monday XX/XX/XXXX to inquire about the reversal I was told it would take a couple of days it was done electronically. So I waited a couple of days still not returned to my bank Wednesday XX/XX/XXXX I called again questioning the money that was taken out I was then told give it till Friday. By this time Im worried cause now my bank account goes negative balance because of the other bills that came out so I have to go take out a loan because the money freedom took out is still not replaced. Friday XX/XX/XXXX I call freedom mortgage again asking for my money to be put back into my bank because I have made my house payment to the new mortgage because I dont want my house payment to be late. I was then told another story now the date to expect it is by XX/XX/XXXX I had told them that they take the money out electronically and they get it in one day but when you supposedly show you reversed the payment you give me all these dates electronically shouldnt take very long for my money to be returned. So I call again Monday XX/XX/XXXX spoke to XXXX questioned my money once again this time Im told another story now they tell me they sent my money to the new mortgage holder I had told them they they in fact did not he insisted thats where it went. I get off the phone with him call my new mortgage holder ask if they had received any money from freedom mortgage because Ive done made the payment I was told by XXXX XXXX they have no record of any monies from freedom and that if it was sent to them it would have had a tracking number and that the only money received was from me when I made the house payment. I get off the phone call freedom mortgage right back and tell them once again they did not send my money to new mortgage holder and that the money needs to be put back into my bank account. This time Im told you do know your loan was sold I said yes but that you have taken {$680.00} from my bank that you say you have returned to my bank and as of today its still not in there I was put on hold so that the matter can be looked into he comes back on the phone tells me its now a enternal problem and they are giving themselves till XX/XX/XXXX to have this resolved because now they dont know exactly where my money is he told me its in a XXXX and not sure where the money will be placed. So as of today XX/XX/XXXX I have yet to receive the reversal they claim they did I just want my {$680.00} back in my account. When you are expecting your money to be put back into your account and its not and now I had to create a small loan to cover what they cant or wont replace its unnecessary debt that I have incurred. I would like my {$680.00} back in my account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-11-15
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
2018-11-15
Dayton, OH
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
2018-11-14
Jacksonville, 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
2018-11-14
Ft Myers, FL
Struggling to pay mortgage
Mortgage: FHA mortgage
Complaint: We were in an area affected by Hurricane Irma in XXXX of XXXX and my wife was unable to work due to businesses that were affected by the storm for 3 months. We were offered a " Special Forbearance '' by the mortgage company handling the loan, XXXX XXXX XXXX XXXX XXXX, during the disaster. Once we accepted the " Special Forbearance '' no one told us all of the payment would be due at once nor did they tell us anything about the terms of the " Special Forbearance ''. and that the servicing of our loan was sold to Freedom Mortgage at the end of the Special Forbearance. We have contacted a HUD Approved Housing Agency and they have been helping us with the paperwork needed for Modification. Each time that Freedom Mortgage asks for paperwork we send it to them right away, and this process has been dragging on since XXXX of XXXX and they keep asking for the same paperwork over and over stating it is the underwriters. We feel we have been deceived, we feel that Freedom Mortgage is dragging this process on so that they can eventually file foreclosure and take our home, which was not behind until this happened, and we don't want to lose our home.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-11-14
Plano, TX
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
2018-11-13
Houston, TX
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: In XX/XX/XXXX our home was flooded by Hurricane Harvey, almost 15 months ago. Since that time we have been paying monthly rent to live in an apartment in addition to paying our monthly mortgage payment since the home is uninhabitable. We have not missed nor have been delayed on any payments. The City of XXXX declared our home substantially damaged, which means that we are required to elevate the existing XXXX house in order to receive City permits for renovation, or we must tear the house down and build a new, elevated home. We have opted to tear the house down and build a new, elevated home because costs to elevate the existing house and complete post-flood renovations are estimated to cost $ 350,000- {$400000.00} or more.
Our flood insurance claim of {$150000.00} was settled in XX/XX/XXXX. We owe approximately {$230000.00} on our existing mortgage, which will leave a remaining balance of approximately {$82000.00}.
The issue we face with Freedom Mortgage is that they are holding the insurance claim funds in escrow despite our repeated requests to apply the funds to the payoff of the mortgage.
I have spoken to numerous representatives in their Customer Care Center and in the Loss department. We have made numerous requests over many weeks/months. I have spoken to XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX XXXX, XXXX XXXX, and likely others. No single person takes ownership over our case, which means we must explain our request brand new to every person. When I have asked to speak to the same employee again, I am told the person is busy or unavailable.
They tell us that we should pay the remaining balance of approximately {$82000.00}, at which point they will apply the insurance funds to the balance of the mortgage. But they refuse to issue an official payoff letter nor provide this process in writing. In my attempts to receive what we need, I have requested and have received two official payoff letters from them. Both state the full amount of the loan, approximately {$230000.00}.
We have been approved at another bank for a new construction loan, and they will assume the remaining balance of our current mortgage in our new construction loan, but they can not do this without a formal payoff letter that states the true payoff amount of approximately {$82000.00} and a clear statement that in paying this amount, the lien will be clear.
At one point I even called Freedom to make the payment myself, desperate to move past this, and I asked for instructions on how to wire the funds. The Freedom employee I spoke to was uncomfortable giving me the instructions due to concern that the Loss department would not apply the flood insurance money to the remaining balance. She, herself a Freedom Mortgage employee, did not want to move forward as she was worried that we would make the large payment of funds without guarantee that they would pay off the loan with the funds held in escrow.
We think that Freedom Mortgage is acting unethically. They have zero motivation to apply the flood insurance funds to our loan. Every month they collect a mortgage payment from us, and they are likely collecting interest on the flood insurance funds held in escrow as well.
We need your help to rebuild our lives. Please help us move past this horrible event and get back home. Please, please help us.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-11-13
Hinkley, CA
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Account information incorrect
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-11-13
IA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: We sent a payment to Freedom Mortgage by electronic transfer from XXXX XXXX on XX/XX/2018.
It was never credited to our account with Freedom mortgage although the loan number was correct.
I wrote to Freedom Mortgage by email on XX/XX/XXXX. They sent me a letter on XX/XX/XXXX, received XX/XX/XXXX stating that I should NOT have written to them by email ( although the web site told me to do so ) and that I should have written to them at a new address in XXXX.
They said they never received payment and are demanding a front and back check copy ( which does not exist ) and a copy of " ... .your full running bank statement showing the running balances from the date of payment until the current date showing your payment in question has cleared your account and is not showing as Pending is needed fro further research .... '' I do not understand how they can credit other payments appropriately using the SAME method before and after the payment in question.
I want they to find the payment and credit to my account
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation