FREEDOM MORTGAGE COMPANY

2018-10-24

Three Bridges, NJ

Closing on a mortgage

Mortgage: Conventional home mortgage

Complaint: I closed on my mortgage on XX/XX/2018. The mortgage company is Freedom mortgage. I held the the mortgage for approximately 10 years and never had a late fee. I was told that since I did not send my XXXX payment in, due to closing that was scheduled for XX/XX/2018, and it was over 30 days, they had no choice but to report against my credit. It was one day over 30 days when the mortgage was paid in full. Freedom mortgage 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

2018-10-24

LA

Struggling to pay mortgage

Mortgage: VA mortgage

Complaint: I've been told by my point of contact XXXX XXXX # XXXX my file has been in underwriting since XX/XX/2018 and I would have a decision within 30-45 business days it is now XX/XX/2018 and still no resolution of response. I have called weekly to check on the status of the modification and I get the same response week by week there is no resolution we will escalate the issue but no response and XXXX point of contact has failed to reach out to us. We have been complaint to all of the request and would like a resolution asap. I also requested to speak manager XXXX XXXX # XXXX and he is never available to speak to according to representative. I need your help in resolving this issue. I feel they keep prolonging the decision to collect more money from me. I am more and more delinquent on my loan the longer they take to give me a resolution.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-10-23

Rockwell, NC

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Freedom Mortgage is the servicer of three of my mortgages. They frequently send mail solicitations via USPS promoting refinancing and pther loan products. Often these solicitation include details of my personal finances including my existing loan balance and cash out availability. Due to concerns for my privacy should the mail be misdirected not to mention the pure nusance of so many comminucations, on XX/XX/2018 I contacted Freedom Mortgage via email to request that they discontinue sending mail solicitations and any other correspondence other than that which is necessary and required to service my existing mortgage loan. I received a mail correspondence from Freedom on XX/XX/XXXX acknowledging my requesting and indicatng that my privacy settings had been changed on al three accounts. However, these unsolicited and private financial information continues to be sent to my home ( letters were received on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XXXX and XX/XX/XXXX ). I have communicated with a Ms. XXXX XXXX, a representative of Freedom Mortgage with the assistance of the New Jersey XXXX. However, Ms XXXX has been unsuccessful in addressing my concern and insists that that they not coming from Freedom Mortgage. The attached photos from a soclitation postmarked XX/XX/2018 proves that indeed the letters are coming from Freedom Mortgage and financial information regarding my loan is clearly visible through the address window of the envelope.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-10-23

Silver Spring, MD

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: To begin with, Freedom Mortgage never responded to my complaint of XX/XX/2018. To repeat my complaint, on or about XX/XX/XXXX, my monthly mortgage was mailed to Freedom Mortgage but as of this moment ( Monday, XX/XX/2018 @ XXXX XXXX ) my check has yet to be cashed. I have contacted Freedom Mortgage many times but each time was told that my check had not arrived, per my complaint of XX/XX/2018 to the Consumer Financial Protection Bureau ( Complaint # XXXX ) I kept calling Freedom Mortgage because I was totally stressed out about their not having received my check. They kept telling me it was most likely the fault of the Postal System. On XX/XX/XXXX I again called but was again told ( name withheld ) that my check had not arrived. I suggested that it might be stuck in the mail room somewhere. I was told that this was not possible because checks are processed as soon as they arrive. Well, I called again on XX/XX/XXXX and was informed by the person who answered ( name withheld ) that my check had arrived on XX/XX/XXXX but was only processed that very day - XX/XX/XXXX! I want to submit a BIG complaint about Freedom Mortgage for their lies and their inability to process my check in a timely fashion. They do this every month, sometimes as late as just a couple of days before the XXXX of the month which is typically the date after which one is charged a late fee. This stressed me out completely because I have a very good credit rating and I do not want this affected by the gross negligence of Freedom Mortgage. I am very sorry that my last mortgage company sold my mortgage to Freedom Mortgage which has not shown to be an efficient or trustworthy mortgage 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

2018-10-23

Shalimar, FL

Struggling to pay mortgage

Mortgage: Other type of mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-10-23

Bellaire, TX

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: My home was destroyed by XXXX XXXX in XX/XX/XXXX, my mortgage servicer Freedom Mortgage gave ma a 3 months forbearance, them extended it for another 3 months, for a total of 6 months. After the 6 months forbearance ended in XX/XX/XXXX, my house was still being repaired and I asked for a disaster modification to bring my payments current. I submitted all of the paperwork they asked for, they cost it several times, then when they finally acknowledge they had everything my file was sent to underwriting. Underwriting came back and said that there was a lean on my title. You see I did not have flood insurance, because I was not in a fold district, the only reason my home flooded was because the XXXX XXXX XXXX XXXX open the reservoir and flooded my entire community. XXXX gave us all loans to repair our homes and they put a lien on the property. XX/XX/XXXX, I called my mortgage servicer and found out they stalled my modification stating I needed to pay off the lien. I asked customer service to please have the person that was assigned as my single point of contact to please call me, I needed to know what could be done to save my home, no one ever contacted me. In fact throughout the modification process, my single point of contact has never responded to any of the request I've submitted for her to contact me. Since I could not afford to pay off the lien, I contacted XXXX, and they said they would do a subordination, but they needed the new loan terms. XX/XX/XXXX I went back to Freedom mortgage and they said since the modification has stalled they can not give me new loan terms. I asked Freedom mortgage to please provide something in writing so that XXXX could subordinate the title, but they refused to give me anything. On XX/XX/XXXX, I went back to XXXX and they contacted Freedom Mortgage and requested a letter stating what the terms they were looking at for my modification. That request was submitted with a turnaround time of XX/XX/XXXX. On XX/XX/XXXX when I called for an update on the letter I was told, I needed to give it some more time to received that letter via email. By XX/XX/XXXX I still did not get the letter, so i called Freedom mortgage and spoke to a rep XXXX, she said the letter was sent to the wrong dept, so she sent another request to the correct dept. On XX/XX/XXXX I received a letter from freedom acknowledging the payment I made for XX/XX/XXXX, I was trying to prevent my home going into foreclosure. It showed me a total amount due of {$8100.00}, but when I call the automated system give me a different amount. I ask rep XXXX why I was getting 2 different amounts due and she told me to disregard the letter. I am now very sure that something underhanded is going on. They are stalling in giving me the information needed to get this modification completed, giving me incorrect amounts due, and threatening to foreclose on my home. Dealing with Freedom Mortgage is worse that going through the flooding and having to be evacuated by the XXXX XXXX during 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

2018-10-22

Fort Lauderdale, FL

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

2018-10-21

WV

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: This is additional information to be added to complaint # XXXX. Freedom Mortgage insists that they are reporting account correctly. I totally disagree and have submitted documentation to show that they are in fact reporting inaccurately and have refused to provide an explanation on how account is being reported correctly.. Freedom Mortgage ( XXXX, TX ) letter dated XX/XX/XXXX stated that they have received my written inquiry and are reviewing the information that I have provided and to allow up to ( 30 ) days for a response. I have received many of these letters, with negative results. Freedom Mortgage ( XXXX, TX ) letter dated XX/XX/XXXX stated the same thing in the letter of XX/XX/XXXX. The in results continue to be the same. Negative results. Freedom Mortgage ( XXXX, TX ) letter of XX/XX/XXXX states that mortgage payment is now ( 60 ) days or more past due and loan is in default. I find their comments shocking and appalling. In this letter they state that they are concerned about missing payment and want me to be aware of assistance available to me in case I am unable to bring payments current. As stated in previous letters, payments have been made in accordance terms of contract. Evidence shows that Freedom Mortgage ( XXXX, OH ) has posted payments. I had attached copies of the confirmed payments for their review. These payments contradicts you reporting account as being past due. During my research, it was revealed that another department within Freedom has created an internal document called the detail history report. This report has shown that current mortgage payments have been applied to previous months, unknowing to myself. A review of monthly mortgage bill does not mention applying monthly mortgage payments to past months. Mortgage bill shows distribution of payments being applied to Interest, Escrow, and Principal. I found nothing in the mortgage contract which states that current payments would be applied to previous months. Freedom unwillingness to explain why they continue to apply current mortgage payments to previous months continues to cause account to be reported as being past due, and customer being penalized and humiliated. I have yet to received as much as a telephone call on why Freedom Mortgage continues to perform these outrageous practices. The last time I spoke with a Freedom Mortgage Representative was in late XXXX. Freedom Mortgage had even assigned a POC, who has failed to contact me. This is poor customer relations! What authority does Freedom Mortgage have to apply payments to previous months. I have yet to receive any documentation which authorizes Freedom Mortgage to apply payments where they want without consulting customer. Why is the system allowing this to occur. In the letter of XX/XX/XXXX Freedom continues to send financial request forms. These forms have been submitted at least ( 3 ) times. Appears that one department does not know what the other department is doing.Maybe forms got lost in transition. Freedom Mortgage ( XXXX, TX ) letter of XX/XX/XXXX states that their records reflect that loan is now one payment overdue totaling {$3100.00}. I disagree with payment being behind. This overdue amount is found on Mortgage statement dated XX/XX/XXXX. Freedom Mortgage posted XX/XX/XXXX payment on XX/XX/XXXX & XXXX totaling {$1500.00}. ( See attached payment detail ). Mortgage Statement of XX/XX/XXXX shows that XX/XX/XXXX had been applied to XX/XX/XXXX and XX/XX/XXXX. Why is this? See attached payment detail for XX/XX/XXXX and XX/XX/XXXX payments. I continue to dispute that account is accurately being reported. Confirmations, checks and banking statements continued to be sent, with not responses returned to customer.Freedom Mortgage, XXXX, OH have received and posted payments in a timely manner, between the first, but no later than the fifteen of each month. Payment have never been sent after the XXXX of the month. Freedom Mortgage shows that payments are being posted to previous months.Evidence shows that there is and continues to be a miscommunications between systems and yet customer is being assessed late fees and casing credit score to continue to drop. After reviewing mortgage contract, there was nothing found authorizing Freedom Mortgage to apply mortgage payments to previous months. I was informed that mortgage payments are made for the billing month. Only distributions found on monthly billing are Interest, Principle and Escrow. These total monthly payment due. This variation in posting payments continue to have a negative impact on credit scores, applying for a personal loans and credit worthiness. Freedom Mortgage has failed to provide a detailed explanation on why they continue to report account as past due and continue to post payments to previous months. This is an example of Freedom Mortgage continued unwillingness to cooperate with customer and correct these unwarranted past dues expeditiously thus destroying credit scores and credit worthiness. Freedom Mortgage continues to be in violation of FCRA {$620.00} ( c ), refusing to respond to my many disputes or provide me with proof of why account is continuing to be reported as past due and why they continue to post payments to previous months, without notifying customer. Are they permitted to post current payments to previous months. Confirmations, checks and banking statements were sent to dispute Freedom Mortgage reporting account as being past due. FCRA 623 ( b ) ( 2 ) - Disputes stated that companies like Freedom Mortgage don't spend the money to import databases from one system to another, such as late payments, which has resulted in Freedom Mortgage continuing to report negative information on my credit report. This is illegal, but it appears that Freedom Mortgage continues to defy FCRA articles, resulting in me having to suffer the consequences. Credit report was last updated in XX/XX/XXXX. Why is the system allowing Freedom Mortgage to continue this shocking practice, while inflecting pain and suffering on ones financial objectives and credit worthiness. As a military veteran with over thirty-one years of honorable service, I have never been treated so unfairly. I have purchased four ( 4 ) houses in my life and made payments on time until ( 3 ) of the houses were sold.and I have never had any issues like I am having with Freedom Mortgage. I am frustrated and am wanting to resolve expeditiously, for this issue has been on going for over two years. I am ready to sell and move on. I definitely do not want Freedom Mortgages unwillingness to corporate to affect my VA eligibility.
Company Response: Closed with explanation

Timely Response

2018-10-21

Edgewood, 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

2018-10-20

Hicksville, NY

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

2018-10-20

Leeton, UT

Trouble during payment process

Mortgage: FHA mortgage

Complaint: Dear BCFP, This complaint is in regards to the recently transferred investor of my loan, Freedom Mortgage Company which holds my FHA loan that was opened originally with LoanCare on XX/XX/XXXX. The following events have severly impacted my finances, lifestlye and credit score and taking away my ability to refinance with an ethical and legitimate lender that operates within the federal laws of the US. Freedom mortgage has completely failed to provide timely and understandable information that is imperative to making responsible decisions regarding my finances and busines ' especially when I have never been late on my mortgage payment in 6 years with another investor. XX/XX/XXXX is when the issues began. I made a mortgage payment of {$1000.00} on XX/XX/XXXX. However my bank account was charged again on XX/XX/XXXX for another {$1000.00}. The second charge on XX/XX/XXXX was returned to my bank minus transaction fees but the one taken out on XX/XX/XXXX, was not. I recieved a letter in the mail via USPS from FMC issuing a confirmaition # for the payment on XX/XX/XXXX of the full XXXX XXXX dated XX/XX/XXXX. I did not receive any other contacts or notifications from Freedom mortgage company until XX/XX/XXXX. I received a phone call from FMC stating that they have not received XX/XX/XXXX payment, that they had reported me to the credit bureaus as being 30 days late and in default on my mortgage, which come to find out had resulted in a credit score decrease of over 100 points. I have contacted Freedom mortgage company nine separate times via phone and email, as well as recorded every conversation to make sure that I had all the information at hand when needed. I sent over 5 different responses to their request for documents showing this payment history and events in my bank account. Freedom mortgage company refuses to provide me any explanation and/or proof that they did or did not recieve any payment for XX/XX/XXXX in which case, where I see it, they already have an extra payment that should be XX/XX/XXXX full mortgage payment. So technically my next payment is due XX/XX/XXXX. My several phone calls to Freedom mortgage customer service departments has resulted in no progress or information regarding the incorrect credit reporting and incorrect status placed on my mortgage. I was told by customer service there was a ticket created rectifying the payment issues of XX/XX/XXXX and they set a completion due date of XX/XX/XXXX and then pushed it back to XX/XX/XXXX. FMC did not contact me on XX/XX/XXXX or make any attempts, which they openly admited. Today, XX/XX/XXXX FMC informed me the ticket/work order on my account was actually closed on XX/XX/XXXX, with no notification to me whatsoever. They also informed me that the payment I made in XX/XX/XXXX that was applied to XX/XX/XXXX payment had been received however the payment that was taken out on XX/XX/XXXX still has not been returned, collected, or applied to my mortgage account. In which case, our XX/XX/XXXX payment has not been made yet because as of XX/XX/XXXX, we have now paid Freedom Mortgage {$2100.00} and only {$1100.00} has been applied to our account. I'm hoping you can help me resolve this if not I am covering my bases by making another mortgage payment on Monday XX/XX/XXXX for the full {$1100.00} plus any fees they decide to attach which by the way they are holding a portion of the payment I made on XX/XX/XXXX for XX/XX/XXXX payment just in case we don't make XX/XX/XXXX payment. To me, this is extortion and I won't stand for it. My next step will be seeking legal counsel if this issue can't be resolved.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-10-19

Beyersville, TX

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

Timely Response

2018-10-18

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

2018-10-18

Fred, VA

Trouble during payment process

Mortgage: VA mortgage

Complaint: This is a qualified written request under Section 6 of the Real Estate Settlement Procedures Act ( RESPA ). You are required to acknowledge my request within 20 business days and must try to resolve the issue within 60 business days. I write in response to the receipt of four letters that arrived in the mail today indicating my account is either in default or past due and this information has been reported to credit bureaus. I am spending way too much time entertaining your mismanagement and misappropriation of resources. This is time Ill never get back! Letter summarizations follow : Date Subject Summary Content XX/XX/XXXX Re : Loan Number XXXX Unable to contact in regards to past due mortgage XX/XX/XXXX Re : Loan Number XXXX Legal protections under SCRA XX/XX/XXXX Re : Loan Number XXXX Payment 30 days past due and loan in default XX/XX/XXXX Re : Loan Number XXXX One payment overdue and information may have been reported to credit bureaus My payments have been automatically sent to Freedom Mortgage since they began servicing my loan. When I set automatic paymentsI dont worry about them! The loan servicing uses professionalism to communicate requirements in a timely fashion not three-fourths of the way through the CY. If the payment amount I remitted did not change beginning XX/XX/XXXX, this would cause the loan servicing organization to reach out to contact menot by merely creating monthly statements. After all, you are responsible by law. A reasonable and professional manner to determine whether the customer is receiving the information is to use the contact information provided in the loan. The first contact by Freedom Mortgage, other than monthly statements, was the XX/XX/XXXX letter, received XX/XX/XXXX. My original loan payment, provided in my Closing Disclosure, was {$3300.00} as follows : {$2700.00} to P & I with {$610.00} of the payment going to escrow for property taxes and homeowners insurance. I established an automatic payment of {$3400.00} to account for any potential increase in insurance or property taxes. Accordingly, the delta ( {$17.00} ) would be credited to principle. If appropriately managed and administered, this amount would suffice for an escrow requirement of up to {$7400.00}. Escrow requirements for XX/XX/XXXX and XX/XX/XXXX were {$7400.00} and {$7200.00}, respectively. The {$3400.00} payment would have aptly handled the escrow if properly managed and administered by Freedom Mortgage. Parenthetically, Freedom Mortgage escrow analysis for CY XX/XX/XXXX caused an escrow rebate of {$310.00} in XX/XX/XXXX. The amount contributed to escrow should have been reduced and the residual used to curtail the loan. Rhetorically, why is the amount required for escrow in XX/XX/XXXX less than the amount required in XX/XX/XXXX when the requirements for XX/XX/XXXX are less than XX/XX/XXXX? Could this be mismanagement, misinformation, reprehensible, irresponsible, or all the above? It appears very odd, I received an escrow rebate check in excess of {$300.00}, but my payments are unapplied due to an escrow shortage of {$290.00}. This does not appear, from my perspective, that Freedom Mortgage has the ability to properly manage or is mismanaging my account. According to my account mortgage statements from Freedom Mortgages website, XX/XX/XXXX, my payment was {$3300.00} as follows : Principal : {$1000.00}, Interest : {$1600.00}, Escrow/Impound ( for Taxes and/or Insurance ) : {$600.00}, Regular Monthly Payment : {$3300.00}. As such, there was {$35.00} going to curtail the loan. As of XX/XX/XXXX, the payment was increased to {$3400.00}. The same statement indicated the escrow balance was {$2100.00}. You should have adjusted the escrow amount in XX/XX/XXXX and understood the requirements for XX/XX/XXXX. Had Freedom Mortgage been performing responsible account administration and servicing as required by law, the escrow account disclosure statement completed on XX/XX/XXXX would have been accurate. Therein, Part 3 Expected Escrow payment Over the next 12 Months was grossly inaccurate. Neither management nor your analysts have any business calling themselves what they claim to be. A sixth-grade education could have the correct numbers for escrow determination. This misinformation and negligence led to the debacle that currently exists THIS IS A DIRECT-ACTION CAUSE! Your XX/XX/XXXX statement of my account reflects : Interest : {$1600.00}, Principle : {$1100.00}, and Escrow : {$630.00}. These values total {$3400.00}. This is the amount submitted for payment and applied. You received a payment of {$3400.00} on XX/XX/XXXX. By Law, you are required to apply payment or return it. Whether you elect to apply it or not, statute requires you to credit the amount upon receipt. You are in direct violation of statute! You did not generate a statement on XX/XX/XXXX, yet elected to send a falsified credit report to the credit reporting agencies indicating my account was 31-60 days overdue. Firstly, it is not only unprofessional, but criminal to state you have not received my payments. I have proof the payments are sent and received by Freedom Mortgage. This information was acknowledged by your Customer Care/Servicing Specialist. Secondly, if you are not going to apply the payment, then send the payment back to my bank or myself! It is unlawful to hold and not apply payments ( 15 USC Chapter 41 Subchapter I Part B 1639 ). You are bound by the Truth on Lending and Fair Credit Reporting Acts. Furthermore, you may not suspend a payment or wrongly misreport. We have never had any issue until your XX/XX/XXXX letter which I received XX/XX/XXXX. Your letter was crafted to indicate my payment was not sent and you inappropriately assessed a late fee ( {$130.00} ). I queried my bank on XX/XX/XXXX and they confirmed payment was sent and received by Freedom Mortgage in the amount for {$3400.00}. However, Freedom Mortgage elected to not apply the payment received. This is a direct violation of Dodd-Frank Act ( enacted 2010 ). By Law, late fees are not allowed to be greater than 4 % of the payment amount. Your escrow analysis indicated a requirement of {$3400.00} due to improper escrow analysis. My payment of {$3400.00}, albeit more than sufficient, leaves a residual {$7.00}. IF APPROPRIATE, the late fee would have been {$0.00} vice {$130.00}. This is a whopping 45,433 % unjustified and unlawful fee. Quite sure the Federal Reserve Board would be interested in this figure. As a mortgage servicer, by law, you are responsible for collecting and processing mortgage payments. You have delayed processing my payment resulting in unwarranted late fees, unjustified claims of default, and fraudulently reporting credit information. The Federal Reserve Board requires mortgage servicers to credit payments to consumers accounts as of the date of receipt. My credit report has now taken at least a 100-point hit due to your unethical conduct! Your conduct is reprehensible and irresponsible. You then generated a statement on XX/XX/XXXX indicating the payment of XX/XX/XXXX was unapplied and the next payment on XX/XX/XXXX was to be {$6900.00}. Neither the math nor the unethical approach works here! You gave no information concerning my XX/XX/XXXX payment. I assume the payment remains with Freedom Mortgage and is unapplied. You did not generate a XX/XX/XXXX statement to acknowledge receipt or apply my {$3400.00} payment. You have misapplied, mismanaged, and used an unethical approach to secure additional capital from my personal resources. Even when I contact you, XXXX, XXXX, the Customer Care specialist specified Freedom Mortgage needed escrows ; indicating this was a RESPA requirement, were due to property taxes of {$3000.00} and homeowners insurance of {$1300.00}. She also indicated that our conversation was being recorded I would like to have a copy of this recorded conversation. If this situation does not get remedied to my satisfaction, youll be subpoenaed for it. This is false information. Im not sure if it is due to a clerical error or misinformation by design. Additionally, XXXX indicated the current {$3400.00} automatic payment would satisfy the payment if I submitted the RESPA required amount of {$290.00}. She gave me a confirmation number for the applied payment. I asked to speak to a supervisor to remove an erroneous charge of {$130.00}. The supervisor agreed and assured me the charge would be removed and my account was in good standing. Yet, as of today, I continue to receive this abomination. Escrows change due to changes in property tax and homeowners insurance requirements. I called the contact information phone number listed on the mortgage statement at XXXX on XXXX. Your automated telephonic account information indicates my account is current and the XX/XX/XXXX payment is {$3300.00} ( I took the liberty of recording the call ). This has been the same payment information since the beginning of the year. Is this information true and correct? When I call, your automated response system indicates I am current and payment is less than what you state in written correspondence. Which information is true? The customer relies on information provided by your organization to be credible, plausible, trustworthy, and factual. Imagine the surprise and consternation when you receive letters in the mail indicating the information provided from Freedom Mortgage, when called, is not the same. Is this Freedom Mortgages policy to confuse, bewilder, or deceive the consumer? Since you are collecting escrow, you are responsible by law for both the insurance and property tax payments. You are also responsible to know the amounts for the year. The property tax is public record, so there are no surprises with respect to that information. The XX/XX/XXXX assessed value of my property is {$710000.00}. The effective tax rate is {$0.00} per {$100.00} of assessed value. This yields an annual property tax of {$5900.00}. This is paid in two equal installments not later than the XX/XX/XXXX and XX/XX/XXXXof each year. This information should have been input into the escrow analysis performed by Freedom Mortgage. Freedom Mortgage failed their responsibility to know the property tax value and amount for XX/XX/XXXX ( {$2900.00} -- XX/XX/XXXX/XX/XX/XXXX ). Freedom Mortgage merely guessed or hoped the property tax would be the same as the previous year ( {$3000.00} -- XX/XX/XXXX/XX/XX/XXXX ). Likewise, the homeowners insurance policy requirement was {$1200.00}. Freedom Mortgage would have known because they are lawfully responsible for the payment. I submit the neither guessing or hope is a method to ensure and administer to your responsibility. With this well-known and publicize information, the following correct escrow analysis table is what should have been provided by Freedom Mortgage on XX/XX/XXXX. AN XXXX ESCROW ANALYSIS EXTRACT GOES HERE! The loan overview tab on your website indicates you acknowledged and applied a county tax payment of {$2900.00} and an insurance payment of {$1200.00} in XX/XX/XXXX and on XX/XX/XXXX, respectively. XX/XX/XXXX is the very same day you insisted on an escrow cushion of {$1200.00}, to wit, I remitted a payment of {$290.00}. We both know this was disinformation because your website clearly indicates both amounts were known prior to our conversation on XX/XX/XXXX. IAW the above escrow analysis I competed, if Freedom Mortgage would have taken care of their legal responsibility, at no time during the year, would the escrow balance have fallen below the two-month desired cushion of {$1200.00}. The total escrow requirement for the XXXX is {$7200.00} yielding a monthly requirement of {$600.00}. The lowest balance during XXXX could have been {$1200.00}. Freedom Mortgages two-month optional desired buffer of {$1200.00} would NEVER BEEN BROACHED! The lowest balance during XXXX would have been $ XXXXAnd my {$3400.00} payment would have accomplished this! If Freedom Mortgage can not properly manage or be responsible for escrow, then I request escrow elimination. I have just demonstrated the knowledge and payment history to be responsible for property tax and homeowners insurance premiums. I spoke with another Customer Care Specialist at XXXX. XXXX ID # : XXXX, indicated my loan was current and payment due on XX/XX/XXXX was {$3500.00}. I informed her that Freedom Mortgage had already reported late payment on my credit report. This information was reported on XX/XX/XXXX two days after I was assured by a member of Freedom Mortgage management that my account was in good standing. This is highly unethical, unprofessional, and unwarranted. The actions taken by Freedom Mortgage with respect to unapplied payments are appalling, unprofessional, and criminal. Your letters indicate this information may have been reported to the credit bureaus. In fact, as of the date of the letters, specifically XX/XX/XXXX letter, the information had already been fraudulently reported to the credit bureaus as of XX/XX/XXXX. Consequently, each day this situation persists and is unattended, I assess a charge of {$1000.00} for harassment. I also charge {$500.00} per hour for research and reporting work. I have spent well over 14 hours on this research report. You are now assessed a fee of {$7000.00} for this letter and {$2000.00} for harassment ( XX/XX/XXXX-XX/XX/XXXX ). Payment needs to be remitted to me at the above address. Payment is Due Not Later Than XX/XX/XXXX. A {$50.00} fee is assessed each day the payment is late. This situation and these harassing letters MUST STOP! They are completely UNTRUE, INACCURATE, UNFOUNDED and UNGROUNDED! You are now put on NOTICE. If these letters and the course Freedom Mortgage is pursuing do not stop immediately, I will file complaint in Civil Court. I am filing a complaint with the XXXX XXXX XXXX, Consumer Protection Agency, and the Attorney Generals Office, regardless. This unethical behavior MUST CEASE and DESIST! Your organization has already been charged for Fraudulent Misrepresentation. The list of criminal organizations is long and disreputable. These are certainly Unfair Business Practices. Where is your sense of decency and public trust? Your organization has already publicly settled for $ XXXX, let alone what has not been publicly disclosed. The Real Estate Settlement Procedures Act ( RESPA ) statute ( PL 93-533 ) was passed and enacted by the 93rd Congress in XX/XX/XXXX, specifically XX/XX/XXXX ; and codified as Title 12, Chapter 27 United States Code, 12 U.S.C. 26012617. RESPA does not require borrowers to maintain an escrow accountthis is a lenders choice. HUD regulates the maximum amount a lender can require a borrower to maintain in an account. RESPA has two main purposes : ( 1 ) Mandate certain disclosures in connection with the real estate settlement process so home purchasers can make informed decisions regarding their real estate transactions ; and ( 2 ) Prohibits certain unlawful practices by real estate settlement providers, lenders, etc. RESPA regulates the use of escrow accounts such as prohibiting loan servicers to demand excessively large escrow accounts. By law you are limited to a maximum of a two-month cushion. Furthermore, RESPA statute and regulations DO NOT require lenders to maintain a cushion. Since XX/XX/XXXX, the RESPA statute has allowed lenders to maintain a cushion equal to one-sixth of the total amount of items paid out of the account, or approximately two months of escrow payments. If state law or mortgage documents allow for a lesser amount, the lesser amount prevails. Section 10 of RESPA limits the amount of money a lender may require the borrower to hold in an escrow. Recent regulations require lenders to reduce the cushion in accounts. Unfortunately, to avoid customer disapproval or dissatisfaction, lenders have been giving their customers the impression that HUD regulations require them to make this increase. The information XXXX gave to secure the {$290.00} on behalf of Freedom Mortgage is FALSE and fraudulent. The lender, not HUD, desired the cushion. This is Freedom Mortgages choice, NOT A STATUTORY REQUIREMENT as indicated by Freedom Mortgage on XX/XX/XXXX. The recent appalling behavior of Freedom Mortgage to not apply automatic payments is unprofessional and criminal. There were sufficient funds in escrow to make hazard insurance and property tax payments. There was NO SHORTAGE! I firmly believe this is a fraudulent attempt to have me restructure my loan to increase lender profits! In accordance with Section 6 of RESPA, this is a " qualified written request '' concerning the servicing of my loan account. As such, Freedom Mortgage must acknowledge my complaint within 20 business days and must resolve the complaint within 60 business days by correcting the account or giving a statement of the reasons for its position. If I do not hear from you within this timeframe, I will file a complaint with HUD. This is not my error nor did I create this situation Freedom Mortgage did. It is now Freedom Mortgages responsibility to ensure it is corrected and resolved to my satisfaction. To wit, you need to absolve this situation and make it perfectly clear that : My account is current My account has never been past due My account has never been in default, ALL letters are due to a clerical / administrative error acknowledged and corrected by Freedom Mortgage No adverse actions have been taken or reported by Freedom Mortgage Freedom Mortgage needs to remove the fraudulent reporting to all credit reporting agencies My credit report pulled from ALL Credit Reporting Bureaus ( XXXX, XXXX XXXX, XXXX, XXXX, etc. ) to validate no Adverse, Late or Derogatory reporting information I professionally and wholeheartedly request your assistance in this matter as I believe I have exhausted all manners in which to correct this abomination. If I do not receive a letter and the reports indicating the above information, I will file suit against Freedom Mortgage. As such I am filing a grievance for unfair business practices. Thank you for your service, professionalism, and assistance. I anxiously await your assistance and response. Consternatedly Submitted, /S/ XXXX XXXX XXXX, XXXX XXXX XXXX United States XXXX ( XXXX )
Company Response: Closed with explanation

Timely Response

2018-10-18

Reno, NV

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Freedom Mortgage do not credit escrow account, missing money, not respond to audit request over several times, claiming shortage on escrow account when is none, paying insurance bills multiple times and wrongfully. I have called several times to Freedom Mortgage representatives, to request the errors made on the account be corrected .Examples described bellow prove that Freedom Mortgage is unable to properly managed our escrow account. Here a some examples : 1.- XX/XX/XXXX. A Check we mailed for XXXX with written : : '' PLEASE APPLY TO PRINCIPAL ONLY '' was deposited toward future payments. I had to call several times before this error was corrected and the XXXX applied to the principal balance. This is not the first time this has happened when we made additional payments toward the principal. 2.- On XX/XX/XXXX statement. the amount we pay to escrow, which is XXXX was not credited to the escrow balance ; XX/XX/XXXX ; and XX/XX/XXXX, the escrow balance on our statements shows XXXX. Please explain why. 3.- On XX/XX/XXXX, we received a notification that there was a shortage on the escrow account, for XXXX XXXX. This huge shortage, just to the simple view, does not make any sense, since fire insurance for next year is XXXX, and the difference on property taxes for next year is XXXX Property Taxes for XX/XX/XXXX-XX/XX/XXXXwere XXXX Property taxes for XXXX are XXXX = ( XXXX ) Hazard Insurance From XX/XX/XXXX to XX/XX/XXXX = XXXX Hazard insurance From XX/XX/XXXX to XX/XX/XXXX = XXXX. XXXX = ( XXXX ) XXXX= XXXX= XXXX escrow shortage ; not XXXX. ADDITIONAL OBSERVATIONS To my surprise, Freedom Mortgage made a payment to XXXX XXXX for Hazard insurance for year XX/XX/XXXX- XX/XX/XXXX in XX/XX/XXXX for XXXX XXXX, almost three months before the coverage ended in XX/XX/XXXX. This payment must had been done in XXXX, not in XXXX. Please explain why. HAZARD INSURANCE IS ALREADY PAID FOR A YEAR ; FROM FOR XX/XX/XXXX TO XX/XX/XXXX! When the analysis was made on XX/XX/XXXX, this fact was overlooked and that created a shortage : XXXX + XXXX = XXXX We have not only had issues with escrow errors, always in your company 's favor, but also had problems with you receiving our mortgage payment on time, Freedom Mortgage has claimed twice, they did not received our mortgage payment. We use bill pay to pay for dozens of bills we have due to our business and never had any complains nor late payments except for Freedom Mortgage We have compiled records of other payments made by our bank on our behalf, that were mailed on the same dates Freedom Mortgage had claimed did not received payment on time ; ALL of them cleared their checks on time, except for Freedom Mortgage. Your prompt response to our request is appreciated. We hope to have this solved by the end of XXXX. We will not hesitate to take this further if these issues are not solved satisfactorily. Thank you Best regards. XXXX and 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

2018-10-17

Struggling to pay mortgage

Mortgage: VA mortgage

Complaint: on or about XX/XX/2018 we received a phone call from Freedom Mortgage offering us a modification for our present home loan. Due to the Storm activity in this area of Florida, Freedom solicited us for our acceptance of their modification product. We discussed their offer and agreed to accept only if they assured us that there would be no penalty imposed upon us such as increasing our present Interest Rate which is 3.5 percent. It was clearly discussed and agreed that there would be no penalty imposed upon us. After the modification period had ended and terms of accepting the modification were satisfied, to our Shock ... Freedom Mortgage informed us that we must now have an increase of a 4.875 Interest Rate imposed on our loan. This is not fair, not what was agreed to, unjustified and without integrity.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-10-17

Wesley Chapel, FL

Applying for a mortgage or refinancing an existing mortgage

Mortgage: FHA mortgage

Complaint: Freedom mortgage calling every day try to force me to refinance my mortgage Lying to, using deceptive methods.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-10-17

Arvada, CO

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

2018-10-17

Philadelphia, PA

Incorrect information on your report

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

Account status incorrect
Complaint: On XX/XX/XXXX I paid my mortgage of XXXX through my bank. Freedom Mortgage reported it late on XX/XX/XXXX. My mortgage would of been late XX/XX/XXXX however they received my payment before then. They stated they couldnt help me and I would have to contact the Credit bureau. Freedom mortgage also stated they tried to call me to notify me of what they were doing. However they had the wrong number on file. I have never been late on a payment, ever.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-10-17

Lk Buena Vis, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: We were approved for a new roof & other home repairs by our insurance company. Due to the amount of the claim, the initial check had to be payable to us, the homeowners & Freedom Mortgage. When I contacted Freedom to make them aware of the claim, they provided incorrect information about the process and procedure. Now, for the past month we have submitted every required document to them ( including our endorsed check from insurance ), yet they will NOT release funds for us to pay our contractor to even schedule us or begin the work. They are holding our insurance funds hostage! We have provided them with our contract three times, the contractor 's W9, a waiver of lien, their license, as well as the insurance adjuster 's worksheet indicating all approved repairs. They are indicating that they will not release any funds until we ( the homeowners ) write them a letter accepting financial responsibility for the repairs above & beyond the amount of the check ... the insurance company is intentionally holding back {$5000.00} for residual depreciation ( which we are approved for ) to make sure the contractor completes the work as prescribed. Yet, Freedom refuses to understand basic insurance laws. We are in Florida in the middle of hurricane season & they have already delayed our repair by more than a month. At this point, they are unwilling to release any funds so we can not even schedule the repairs. They are demanding this letter from us, even though they admit that this is not a requirement per their documents or website. Additionally, they claim IF/WHEN they release funds, they want to issue the entire amount payable to us and the contractor, yet I do not want to give a contractor thousands of dollars without them having even started the work! Freedom Mortgage is absolutely ridiculous!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-10-16

Phoenix, AZ

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

Timely Response

2018-10-16

Cataldo, ID

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: XX/XX/2018 I own two homes. We reside in one and rent the other home.. Our Mortgage company was XXXX XXXX at XXXX XXXX XXXX XXXX XXXX VA XXXX phone # XXXX, service transferred to Freedom Mortgage in XX/XX/2018. Money Orders were sent to XXXX XXXX on XX/XX/2018. One in the amount of {$1000.00}. the other for XXXX. This amount was for XXXX 's house payment. XXXX XXXX acknowledged they received them and said they overnight-ed them in their bulk mail without being cashed on XX/XX/XXXX. The money orders were made out to XXXX. Freedom Mortgage can not find them. We found out they were cashed on XX/XX/2018. In order to find out exactly who cashed them we will need to pay {$30.00}. and send the information on the back of the stubs to the dept. that handles that. Freedom Mortgage contact info. is XXXX XXXX XXXX XXXX TX XXXXphone # XXXX. Copies of both money orders receipts were sent to Freedom and XXXX for their records. Please help us to figure out what is the next action as neither Mortgage companies want to take responsibility for this. I have spent hours on the phone with many people from both companies. Freedom keeps sending threatening letters of collections. We have never been late on any payment and have excellent credit. This is insulting and frustrating. Here a a list of people I have talked to from Freedom : XX/XX/18 XXXX ID # XXXX XX/XX/18 XXXX ID # XXXX XX/XX/18 XXXX ID # XXXX XX/XX/18 XXXX ID # XXXX { a three way call was done to XXXX where we talked to XXXX. XXXX was to send Freedom info. as to bulk amount sent to Freedom and he said it could take up to eight days for Freedom to recieve it. He was to send it to Freedom Mortgage at XXXX XXXX promised she would call me back asap but she never did and is no longer with the company. } XX/XX/18 XXXX ID # XXXX XX/XX/18 XXXX ID # XXXX XX/XX/18 XXXX ID # XXXX XX/XX/18 XXXX ID # XXXX { three way with XXXX from XXXX. XX/XX/18 XXXX ID # XXXX. XXXX wants us to send proof of purchase of money orders from our bank. They already have copies of the money orders receipts and proof they overnighted them on the XX/XX/XXXX. We are not comfortable giving our personal bank info. to anyone. Clearly something illegal happened here. Every payment has been made on time. Why am I suppose to investigate this myself. I am being put through the wringer and I need help. If I pay this again just to keep out of collections, it would be admitting guilt to something we did not do and we would never see our payment that was sent found by Freedom. Payment was sent on the XX/XX/XXXX to XXXX. We did not have a payment book or new loan number yet from Freedom. XXXX overnight-ed to Freedom both money orders on the XX/XX/XXXX. They were cashed by someone on the XX/XX/XXXX, even tho they were made out to XXXX. Something is seriously wrong, please help. Any assistance would be greatly appreciated. Thank You,
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-10-15

DE

Incorrect information on your report

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

Account status incorrect
Complaint: My husband and I purchased our first home back in XX/XX/2018. We have made all of our payments on time every month ( the XXXX ). We made a payment for {$1500.00} at the end of XXXX ( which is showing received on XX/XX/XXXX ) but posted on XXXX from our checking account. XXXX Mortgage then took an unauthorized payment for {$150000.00} on XXXX that posted around XXXX. This caused our personal account to go overdrawn. We called and made them aware of the unauthorized payment and they requested bank statements more than once and we havent heard from them in days, so we called them. They needed MORE of the same documents. We also sent documentation showing proof of overdraft fees caused due to their unauthorized charge. Again days went by so we called again on XX/XX/XXXX ( first time being around XXXX when the unauthorized payment came out, then around XX/XX/XXXX ). They said on XX/XX/XXXX that the payment will be reversed for XXXX on XX/XX/XXXX and the overdraft fees on XX/XX/XXXX. We then called our bank to file a dispute because this was taking way too long and was causing more overdraft fees. They gave us the funds back with in 2 days. We then called Freedom mortgage because our account was showing NO PAYMENTS have been made for XXXX ( when two came out instead of one ) and they refunded the {$1500.00} as well when we only requested the XXXX. Due to their mistake AGAIN of refunding the wrong payment we received late charges. I spoke with a guy on XX/XX/XXXX that stated he will submit a request to have the late fees refunded due to their issue as well as the funds for XXXX were on hold with them so he would request to have them applied to our XXXX payment like they were supposed to be, but this was never done and we had to call again on XXXX due to XXXX payment being due. Once again we were told the request would be submitted. Then yesterday XX/XX/XXXX we received a notification that we were reported to the credit bureaus. We also went and made a payment for XXXX and XXXX plus the late fees just to avoid anymore fees or reporting. Our payments are due on the first of each month for {$1500.00}. We always make payments on time This place never had any idea what is going on and has us on hold forever to look through notes and they are so u professional. I will never use them again and may be looking to refinance with someone else already and it has only been 6 months.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-10-15

Hampton, GA

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

2018-10-15

Federal Way, WA

Trouble during payment process

Mortgage: FHA mortgage

Complaint: Due to family court case I had falling a payment behind, the entire time I was in contact with them trying to work something out they refused didn't have anything to offer me they are do not care about my business that has been made obvious. I caught up on my Mortgage on my own with no help or offers to set up a payment plan it was clean they wanted to take my house from me because it's Valued around 300k and I owe XXXX so they want to take it sell it and make money off me while collecting unnecessary PMI Fraudulently collect insurance that isn't needed and doesn't exist. They have charged me 2 {$20.00} Fee 's illegally they claimed someone came to my house to check on it lol. No one has EVER come to this property EVER! they lied to charge made up Fee 's. I have 24 video surveillance and asked for the description of the car and person because they are lying and never once came to my property. I paid all my back and late fee 's they are now charging extra just cause they can. I called the FHA and they said I only have to pay PMI if my loan is 90 % no equity which I have in writing from the FHA which said to file an FCC Complaint which I have I did. I asked Freedom if I paid for the appraisal if they would remove the PMI sense there is no GAP if my house was sold today by the bank the would get 280-300K so there is no reason at all for PMI. They false advertise that they try and find was to lower your loan FLAT OUT LIE. I Found they way and they refused they charge extra 20 fees illegally. They reversed my online payment in order to charge more fee 's. Also they stopped sending me statement so I would have trouble paying sense the online system doesn't work correctly their employee gave me the wrong XXXX XXXX to mail it in so they could collect another late Fee.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response