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 29
2018-10-03
Everett, WA
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Account information incorrect
Complaint: XX/XX/XXXX To Whom It May Concern : I am requesting that the negative late payment remark be removed. I have shown proof that I had my bill pay make a payment. I have made a payment every month since they took over my loan. I never once received a statement showing an increase and I did not receive mail from Freedom Mortgage until XXXX except for my initial welcome packet. My loan was sold to them to be serviced in XXXX. I got the first introduction letter and I tried to do as they told me to sign up on their website. After multiple attempts, I had a username and password and they had my email, but it would not let me access it so I gave up and set up payment through my bank bill pay. Fast forward and I received a statement in XXXX showing that my payment was double the usual amount. This was the first piece of mail I had received this year from XXXX Mortgage. I contacted them and we spoke on XX/XX/XXXX. I asked why the payment was more and they said that there must have been an overlap in the system and perhaps my bill pay was delayed. They said I did not need to do anything about it. I received another statement for XX/XX/XXXX showing the same thing. This time when I called in, I was told that my payment was not for the correct amount and that each month the money was pooled together and the payment would be made but there was a shortage. I asked about the shortage and about what happened. They told me that the escrow account had been adjusted and that they sent me a letter stating this in XXXX. However, I informed them that I had not received that statement or any mail from them until this past month. The customer service representative told me that I did not need to worry and that no negative report would be made to my credit. All I needed to do was to pay the difference and adjust my payment amount. I immediately did as I was told and was relieved. I thought that this was resolved. I told her that I did not have access to their online system and she said that it did not work for some browsers like XXXX XXXX.
Well, about a week later, I get an update credit alert and it says I was marked with a late payment on my mortgage. I was shocked because I did everything the customer service representative said to do and they still did this. I called immediately and the representative said my payment was late and that they reported it. I explained with the prior representative had stated and she said there was nothing she could do about it. I explained how I never miss any payments on things and she could check my report and she said it was too late. I asked what I could do to rectify this. She said I could send a request to Freedom Mortgage and ask them to reverse it so I did this. Then a week or so later, I got a letter saying that they would not reverse this report. This is not right. I did my part as the consumer. I followed up with the company. I even received confirmation and was told that they would not report late as it was a mix up. Since then, I have spoken to multiple supervisors and their supervisors. XXXX, XXXX, and XXXX. XXXX listened to all of the recorded calls and told me that they did in fact tell me that it would not be reported but that the customer service representative would be dealt with. I explained that I use my credit for business and that this was not the result I was looking for. She also told me she would call me back in 24 hours and I had to wait 48 hours and follow up with her myself. I spoke to her supervisor, XXXX, and he told me that it was reported due to the Fair Credit Reporting Act. I explained to him that it was not fair at all. There company misinformed me. I then asked him why they never sent me an email. He said they do not use email. He said they had robo called me. However, I explained that I am on the phone all day and I did not have one message from any Freedom Mortgage robot to call them.
This is disgraceful and an abuse of power on their part. My loan was sold to them in XXXX. I did my part to pay my bill every month. I did my best to get acquainted with their program and system. After multiple calls to this organization, I am in disbelief that they can even service a loan. They were not professional. They did not inform me that my payment was not cleared. I am the one who inquired and they didnt tell me on XX/XX/XXXX. For this to drop my credit score over 100 points while I was not informed is an outrage. I am asking for this to be reversed and for them to be further investigated. I hope my loan is sold to a professional servicer. Please help me resolve this issue. I also have included my bank balances. I had the money to make the payment. I was not behind because of a lack of funds. I simply did not know that my payment amount had changed. Also, I received a letter in the mail last week about my insurance policy being inactive. This company is a fraud. I used their service and uploaded everything. I called the next day and they said it could take one to two business days. I called the following week and they still did not have it. They were threatening to add on expensive insurance and I have a current policy that I have had since XX/XX/XXXX. I gave them the information on the phone. I hope they do not add new surprise fees. I want a new loan servicer and my credit repaired.
Thank you for your time and consideration. My credit is extremely important to me. This has taken hours of my time to resolve.
Best Regards, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-10-02
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
2018-10-02
Mill Creek, IN
Struggling to pay mortgage
Mortgage: FHA mortgage
Complaint: Since purchasing my home in XX/XX/XXXX, my mortgage has been passed around to different mortgage companies like a hot potato. It has been sold, transferred many times.
Each time the mortgage was passed on, we did not know about it for months. The current company that held it, Freedom Mortgage, stated that I should have received a welcome packet ( which I never did ). The process for paying the mortgage was difficult. The website was not helpful as several times I was believed to be on a payment plan thru automatic withdrawal through my bank. Inquiries that are sent to the company are only replied to thru US Mail with a letter stating that someone will contact me within 30 days ( I get better customer service resolution when XXXX messes up my order ).
In XX/XX/XXXX, an error was discovered that my mortgage was not being paid properly. I was under the impression that things were coming out automatically through my bank. I contacted the lender and disputed this and stated that I would be sending in the missing amount for each payment ( via 6 separate checks through certified mail ). I did this and contacted them back days later to see if they had received it. They stated that they would be sending the checks back to me and that I had to send the payment via wire transfer through my bank ( which I did on XX/XX/XXXX ). This matter should have been resolved then and my account was to be made current ( which it was not ). After the payments had been applied, I was able to go onto their system and setup the automatic withdraw from my bank account which I made a physical copy of ( in the event that some screw up happened again ). I had also asked them to resolve the situation and was told that erroneous reporting on my credit report would be taken care of. I received a letter ( weeks into XXXX ) from the company stating that my account was current and that the matter was resolved.
I later found out the matter was not resolved as the document had stated. Not only did they take the wire transfer money but they also ended up cashing the 6 checks ( for which I did not have enough funds to cover the amount in my bank ). So not only was I lied to about the situation being resolved but I was also the victim of fraud due to them keeping the checks and cashing them ( which caused multiple ISF fees which has affected my bank account balance as it was never resolved by the company ).
This situation was never resolved and the company did not continue to withdraw funds from my bank account to payment for the mortgage. I have mailed several times and issues complaints online to no resolution from this company. More recently, we found out that the mortgage was in foreclosure while we had attempted to sell our home. We received no mailing about this from the mortgage company, no phone call info
rming us of this and have seen multiple charges on the account about legal fees and inspection fees when nobody is inspecting the home ( we have a camera on our front door so we know if someone is at the door ). I contacted the attorney handling this case on behalf of the mortgage company several times asking them inquiring about how this could be in this situation and left them my name and never received any response either. I have complained several times about this and had sent in paperwork trying to get this mortgage resolved and get some kind of plan. I need this foreclosure sale or auction to stop and be given some kind of resolution, even if it may be temporary to fix this. Due to the errors and notes about the foreclosure on my credit report, I can not even take out a loan to fix this. I need some kind of help on this because no one from the mortgage company is helping me out and now it is leading to several health issues, one of which sent me to the ER several days ago.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-10-02
Bostonia, CA
Trouble during payment process
Mortgage: FHA mortgage
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-10-02
Moapa, NV
Trouble during payment process
Mortgage: VA mortgage
Complaint: XXXX County Nevada isn't given my ( Tax-Exemption ) to Freedom Mortgage at all. Now Freedom Mortgage Coming after me for Tax payment. As they gave me my Parcel # XXXX, and Tax-Exemption # XXXX still not given to my Mortgage Company over a year since XX/XX/XXXX. Why are they doing this to us, deemed to be a breach of information wise. Please ; I need help to relegate this unrighteous Dominion and Unscrupulous practices and conduct by such a County ... .. '' XXXX County '', Nevada..
I am XXXX XXXXt XXXX Veteran. since XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-09-30
Henderson, NV
Trouble during payment process
Mortgage: VA mortgage
Complaint: Complaint number : XXXX.
The real problem started with XXXX XXXX XXXX. Account # XXXX. Before they sold my Mortgage to : Freedom Mortgage LLC. Loan # XXXX.
I sent off the information you requested on XX/XX/2018 Priority mail. Sometime I don't trust mail carrier at all. Even postal services anymore. I think they probably supporting the Leftist Liberal and their Collusion Dishonest Activity.
The bottom-line is : My VA Home Loan suppose to have a reduce interest rate accordingly. But, somehow they are playing a role of Defiant and Deviant all along obviously.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-09-26
Rochester, WA
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Complaint: On XX/XX/18, I sent freedom mortgage an email requesting 12 months of mortgage payments deferment under section 8 because I was fired from my job XX/XX/18 ( documents provided to them as proof on XXXX ).
The request for deferment was denied by freedom mortgage on XX/XX/18 because they don't do deferment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-09-26
SC
Closing on a mortgage
Mortgage: Conventional home mortgage
Complaint: On XX/XX/XXXX I called to confirm the closing of my mortgage with my preferred attorney, XXXX XXXX in XXXX, his office had no record of my closing and I was baffled because I had received an e-mail form XXXX XXXX at Freedom Mortgage indicating I would be closing at the address of his office on XX/XX/XXXX just a few days before my call. After speaking with several people at Freedom Mortgage who assured me my loan was closing with XXXX law firm I did not understand and neither did XXXX law firm. I asked to talk to the title company ( XXXX XXXX ) and they told me XXXX XXXX was closing my loan, but the problem is XXXX doesn't practice law with XXXX law firm, he is with XXXX Law Firm in another city, XXXX. I spend the next 48 hours piecing together my own closing that I was paying Freedom to originate and close on my behalf. The closing finally takes place because I have to switch to XXXX law firm. Reason being I had scheduled my family vacation and work schedule around closing on XX/XX/XXXX and XXXX law firm was booked, I was forced to close with XXXX or I would lose my rate lock an have to rearrange my schedule again to accommodate for Freedom 's missteps. ON XX/XX/XXXX I sent my preferred closing attorney docs to XXXX XXXX and Freedom Mortgage and she acknowledged the receipt on XX/XX/XXXX. This correspondence was forwarded to XXXX XXXX at Freedom Mortgage would was verbally handling my complaint details and trying to get a resolution for me.
Email sent on XX/XX/XXXX and form filled our on Freedom Mortgage WEbsite : I have tried to come to talk with a manager about the closing of my loan on XX/XX/2018 by XXXX Law Firm, XXXX XXXX, lawyer. Property Address : XXXX XXXX XXXX, XXXX, SC XXXX I spoke with numerous people at Freedom and have also emailed my customer care and closing coordinator ( XXXX XXXX and XXXX XXXX, respectively ). After a week of trying to speak with someone in upper management and completing the telephone survey conducted by Freedom on XX/XX/XXXX, I still have not received a call or any correspondence to acknowledge the errors made by Freedom in processing the set up of the closing on my loan. I am very disappointed. Please have someone in upper management that oversees any of the individuals that I have been in contact with, so that I can understand the missteps and bring resolution to this matter. If a response is not received in 3 business days, I will file a formal complaint with the XXXX XXXX XXXX and, if necessary, the Consumer Financial Protection Bureau, to express all of the missteps made by Freedom in completing the closing of my loan. As of today, all I'm asking for is a person in senior management to call and discuss this situation with me at XXXX, I think I have earned this opportunity based on the missteps. Should you need the missteps I am sure that XXXX or XXXX would be happy to share with you my e-mails and experience with your company. I also dealt with the following people in the closing department that tried to help, but I really ended up doing their job for them in coordinating my own closing because Freedom did not use my preferred attorney. Their names in the closing department were : XXXX XXXX, XXXX XXXX and XXXX XXXX. I really do not want to go through the channels of bureaucracy to have a conversation with someone, but if I need to go that route, I am happy to do that in order to move the needle here.
I went back and forth with XXXX XXXX for over 60 days trying to get a formal response, but kept getting the run around and a delay about being compensated for my effort in coordinating the closing of this loan ( a job Freedom was hired to do ). I gave Freedom a chance to make it right bu XXXX XXXX INSISTED that I give a dollar amount for the compensation I was seeking, so I told him {$2500.00}, but ultimately what I wanted is for Freedom to explain the missteps, admit their wrong doing and pay me what they thought was a fair amount, but they insisted that I name the dollar figure, so I did.
The transaction clearly breaks SC state law by allowing me to close with my preferred attorney in a reasonable time frame and due to Freedom 's miscommunication and lack of organization they failed to follow the law. AT no point was I offered to extend my rate lock or offered a lower closing cost prior to closing, so I feel this was my only option to ask for the money after the transaction. Freedom Mortgage failed and should be held accountable along with compensating me for my loss of time and XXXX over this situation for the last 80 days.
I originally requested the company compensate me {$2500.00} for person time and effort put into following up and scheduling my own closing which I had hired them to do as a loan origination company. At this time I feel that my time and effort that has spent spent chasing Freedom Mortgage for an answer is worth {$5000.00} in punitive damages on top of my own time and effort for doing their job for them in the days leading up to the closing. It took Freedom over 80 days to respond to me with a final decision and the CFPB timeline for a response in writing is 30 days, nearly triple the government standard. On top of this, the stress it has caused me knowing I did their job for them in the most important part of the loan closing process.
I also expect the state of SC to hold all of the following people accountable to the letter of the law for their actions and in-actions in this case.
XXXX XXXX, XXXX XXXX and XXXX XXXX ( all spoken with on XX/XX/XXXX who had NO IDEA what to do and where my loan was closing, I ended up calling the title company ( XXXX XXXX ) my self to find out that XXXX XXXX was trying to close the loan at a law firm where he doesn't even practice law ( my preferred attorney 's office XXXX XXXX ) because XXXX XXXX did not schedule the closing with my preferred attorney, SC state law requires I be given that right and Freedom essentially ripped it away from me because otherwise I couldn't close on time ).
XXXX XXXX NMLS ID : XXXX, loan officer of the transaction, who tried to be helpful, but really did not see the deal to closing with my preferred attorney as a loan officer should do and failed to help after the closing other than to escalate to her manager ( unnamed by her, but that person should also be held accountable ).
XXXX XXXX XXXX - person responding to my inquiry over 80 days later in writing, see attachment.
XXXX XXXX - called to tell me a VP was working on a resolution around XX/XX/XXXX, no response after that to e-mails and not a call from her VP either.
The following were all e-mailed as escalation points and no response to my e-mails or even an acknowledgement of the e-mail that would be responded to by some at Freedom XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX The ultimate message here is that Freedom Mortgage failed to honor my preferred attorney in the closing time frame that was agreed upon with XXXX XXXX. I had to do everything myself on behalf of Freedom to make sure the loan closed before the rate-lock expiration. Freedom displayed a gross misconduct of SC law and federal law by not allowing me to close with my preferred attorney in a reasonable time because of their failed systemic issues of clarifying loan closing dates with the preferred attorney on record.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-09-25
Barry University, 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
2018-09-25
Las Vegas, NV
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Account status incorrect
Complaint: On XX/XX/18 I signed documents to refinance my mortgage from Freedom mortgage XXXX to XXXX XXXX XXXX company. My loan XXXX XXXX from XXXX XXXX had stated not to pay our monthly payment because XXXX XXXX would be paying off the remaining {$17000.00} balance per wire transfer. All accounts such as taxes, title company, credit cards were paid off by XXXX XXXX on XX/XX/18 which was the disbursement date. Freedom Mortgage XXXX reported the payment late to the credit bureaus which caused my credit report to drop from XXXX to XXXX. I have called and sent XXXX XXXX the disbursement summary to show proof that it was disbursed on XX/XX/18 but they state that the payment was not received until XX/XX/18 since they are on the east coast. XXXX XXXX XXXX has now sold my loan to XXXX XXXX and XXXX will not return my calls or emails even though she stated she would help me resolve this. XXXX XXXX should have made sure that the payment would be received in a timely manner since XXXX the loan XXXX specifically stated not to make the monthly payment and they would handle it.Neither company will help me in resolving this matter. I have never been late on a mortgage payment and I trusted XXXX XXXX to payoff my balance on time. I don't know which company is at fault but how can I take a drop in my credit when I have never been late on any payments.I need help to resolve this issue. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-09-25
Berthoud, CO
Trouble during payment process
Mortgage: VA mortgage
Complaint: Where to start. We have had issues with Freedom Mortgage going all the way back to XXXX. In XXXX my husband was laid off and we had to file bankruptcy. During this time, we also did a loan modification with Freedom Mortgage which was approved. After a few months, we received notice that our loan was in default. During this time, we did not receive any mortgage statements though our bankruptcy was cleared and finalized. When we got the letter of default I called Freedom Mortgage and they said that there were checks that our bank returned or denied. The checks in question were XXXX, XXXX and XX/XX/XXXX. Now keep in mind, they never told me there was any issue until XX/XX/XXXX. On XX/XX/XXXX I emailed over the copy of the checks from the bank that were cleared. Which is what I was told to do by the collections rep. I asked to speak with accounting, but they do not speak with the general public. I never received any response or update other than they had received the email. No agents would let me speak with a supervisor or another department so we were at a loss of what to do. We went about making our payments, then apparently had a shortage in our mortgage account that we were again never informed of. During this time I was paying the amount I thought we owed based on the restructure of our loan. Fast forward to XX/XX/XXXX and we have a letter in the mail from an attorneys office saying Freedom Mortgage was going to foreclose the house. Naturally I called the treasurers office to see what we needed to do. On XX/XX/XXXX I called freedom mortgage and asked what we need to do. I was told by an agent, whose ID # etc I do have. If there is one thing I have learned, it is not to trust anything anyone who works for this company tells me. She told me we would need to file for reinstatement and it would be in after 24 hours. On XX/XX/XXXX, I called in to follow up with the reinstatement and was told it would be available to me XX/XX/XXXX. XX/XX/XXXX I called Freedom Mortgage again and was told by the agent that they do not have it and I have to call the attorneys. On XX/XX/XXXX I called the attorneys office that is processing our foreclosure and told that they do not do that, I would need to speak with the county to file intent to cure. On XX/XX/XXXX, I called the XXXX county public trustee office and filed intent to cure. I was informed they had 10 days to get me the figures. We had sent in a payment for XXXX, because we were not aware they could not accept payment during this process. On XX/XX/XXXX I called Freedom Mortgage again since I had heard nothing about cure figures yet and did not know what to do. The gentleman said he would file new reinstatement figures to go through until XXXX and that our payment should have been sent back to us for the month of XXXX and that it would be sent out XX/XX/XXXX. XX/XX/XXXX, I spoke with the county again, and there was some missing forms so got everything taken care of and they sent out for an intent to cure. XX/XX/XXXX I called Freedom mortgage again and was told that our payment was mailed back to us on XX/XX/XXXX and they were still waiting on response from attorneys for cure figures. On XX/XX/XXXX, I called Freedom Mortgage again to see what the dates of alleged miss payment were. The cure figures I had received showed that we had missed a total of 8 payments. I did not agree with this, so I wanted to know exactly what payments we had been missing. I was told then that we had not made a payment since XX/XX/XXXX, and that the payment I did make in XXXX was applied to XXXX balance. We made a payment in XXXX and had absolutely made payments since XXXX. On XX/XX/XXXX I called back again because the dates were still not making any sense. Neither were the payments. I was informed that the reason we were given payment totals was because our escrow changed and so our payment changed ( again something we were never informed of ). According to them we had missed payments for XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX and XXXX. On XX/XX/XXXX, I called the law firm who is initiating our foreclosure to inform them of the mistake. I was told to email them all the documentation I had and they would be in contact with Freedom Mortgage. I also sent a copy to Freedom Mortgage. After sending the payment dispute, I got zero response. I called Freedom Mortgage to follow up and spoke with an agent who tried to see the exact days and times of payments missed. He pulled up this large spread sheet and said he would put in a request to have it emailed to me. We spent 3 hours on the phone at which time he advised me to try loss mitigation paperwork and figured out why I was not receiving any correspondence from Freedom Mortgage. I was also told that my payment dispute was received and I would receive an answer soon which I did not. We went through loss mitigation and were denied, we are going to appeal because now with one bill paid off our debt to income ratio should be within the range. HOWEVER, we have one month until foreclosure, and have been nothing but put through the ringer with freedom for the last three years. They are lazy, inaccurate and can not seem to give valid information. My husband and I want nothing more than to keep our home for our family. We are at a loss of what else to do since it seems as though Freedom will not work with, or take the time to get to the bottom of any issues.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-09-24
Oviedo, FL
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-09-24
Indianapolis, IN
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
2018-09-22
WI
Struggling to pay mortgage
Mortgage: FHA mortgage
Complaint: I am suffering through a very serious injustice and I need your help in correcting the actions of my mortgage servicer, Freedom Mortgage. XXXX XXXX was my loan servicer, but they transferred my loan to Freedom Mortgage, but I was never advised of the transfer. My mortgage payments were made automatically through my bank account and I never really paid attention to whether or not it was paid because I had never missed a payment in eight years. However, when the loan transfer occurred, I had no knowledge and the payments did not automatically go to my new servicer. When I found out that there was a problem, I immediately contacted Freedom Mortgage to make the past due payments, but they said I had to contact their attorney because my loan was already in default. When I contacted the attorney, I was told to address my issue with Freedom Mortgage.
This was in XXXX of this year and they have put me on a rollercoaster of bad advice and dead end service. Every attempt I have made has not brought any solutions and I have reached the end of the road with them. This situation now has spiraled out of control and I am now powerless against my mortgage servicer after being put in a situation which I did not create and can not fix on my own. I am hopeful that you can help me deal with this situation before I lose my home through foreclosure.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-09-20
Hamden, CT
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
2018-09-20
Charlotte, NC
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
2018-09-20
Douglas, MI
Struggling to pay mortgage
Mortgage: VA mortgage
Complaint: My pay was interrupted for two months by the va with minimal notice. This caused my mortgage to default. The va fixed the issue eventually and wrote a letter to the mortgage company explaining the situation. In the time that my loan was in default, we had a small fire in our laundry room/ bathroom. I completed the work myself even though the mortgage company insisted I needed a contractors liscence to install new flooring, a piece of drywall, a pocket door, some cleaning and paint. I explained that I was a XXXX for a family member for over ten years before I joined the XXXX. Nothing in the repairs was above the average home owners skills and anyone could learn to do everything I did to my home watching videos on XXXX. I had called them at least 6 times before they gave in to letting me work on my own property. They only told me half of the actual process to get the insurance checks endorsed and sent back to me to deposit. They advised me that if I wanted my money within 5 days to send the checks in an overnight mailer to include a return overnight mailer to get it back in said due time. I did this to a cost of almost {$50.00}. This was over 3 weeks ago and since that day, I was told Id have to wait an additional 10 ten for the inspection. The inspector came last Friday on XX/XX/XXXX. I called yesterday to ask when the funds would be realesed to me and they said it would take an additional 10 days after receiving the inspection for corporate to sign off on it. This was all given to me over 8 different phone calls and I believe 7 different employees all telling me different things. When asked to give me an idea of when the funds will be released to me and why it was taking so long after I was told 5 days well over a month ago so I could write down exactly what they told me this time. The manager stopped talking. They didnt ask to put me on another hold, they didnt hang up, they simply stopped responding to me. I demanded an answer several times and when they still refused to respond I hung up the phone. The insurance adjuster and the independent adjuster both stated that I completed the repairs in a timely and proper manner. I had to borrow money to complete the repairs and since I was told Id have the money back in 5 days, I returned it to the person I owed it to ASAP. The repairs cost me about {$1500.00}, and my mortgage payment is {$1200.00}. I told them hey can have the mortgage payment when I receive the {$8900.00} due to me from them. I also believe that they are a predatory lender and since my property is worth well over what I agreed to pay for it, they want to lay claim to it or try to get me to refinance from them for the full equity so they can make their money.
Company Response: Closed with explanation
2018-09-20
Charlotte, NC
Applying for a mortgage or refinancing an existing mortgage
Mortgage: FHA mortgage
Complaint: After several harassing calls from Freedom to refinance my mortgage and due to my credit card debt, I finally decided to take them on their offer. I reached out to the number that was left on my voice message and spoke with XXXX XXXX XXXX on XX/XX/2018. XXXX represents himself as a loan advisor, according to his email. During the call with XXXX, I agreed to start the refi process and agreed to a credit report. XXXX pulled my credit report and quoted an interest rate that he guaranteed would be locked as long as I completed the paperwork within 24-48 hours, this is also confirmed in an e-mail I received from him. Since it was Friday, XXXX informed me and my husband that we had until Tuesday, XX/XX/2018. I reviewed the documents over the weekend and had questions so I decided to reach out to XXXX on XX/XX/2018. I left XXXX a voice message at around XXXX XXXX, and then sent an email reply to his message that pertained his request for documentation, at XXXX XXXX. After no response from XXXX, I waited until XX/XX/2018 and reached out again and did not receive a response so I spoke with another employee of Freedom. The employee I spoke with sent an e-mail to XXXX and his supervisor. I IMMEDIATELY received a call from XXXX to explain he was really sick and he apologized for not returning my call. I proceeded to ask my questions concerning the document and was concerned that because it was Tuesday afternoon, the rate lock would not be guaranteed. XXXX informed me that the rate was locked so I didnt have to worry. I also had XXXX verify that he received my signed documents along with the requested W-2s and paystubs, which he responded he did receive the documents. XXXX informed me that the refi will take 30 days and he would be in touch, the call ended mutually. I left a voice message for XXXX on XX/XX/2018 because the 30 day timeframe quoted was approaching. I did not receive a return phone call. I sent an email on XX/XX/2018 requesting a status update and to also notify him that I keep getting paperwork from Freedom requesting me to refi and was confused since I was working with him. I did not receive an email nor call. I then called on XXXX Tuesday and because he didnt answer decided to opt out to speak to someone else. I spoke with XXXX explained my situation and asked to speak to XXXX supervisor. He informed me that XXXX nor his manager were in the office so I asked to leave a message for his supervisor. I left a message for a Mr. XXXX ( not sure of the spelling or pronunciation of the supervisors name ) and requested a return phone call. Did not receive a phone nor a message from neither parties. I am no longer interested with refinancing with Freedom mortgage. I feel like XXXX and Freedom Mortgage deceived me by informing me that the loan process would take 30 days. I also feel deceived in the fact that they led me to believe that I would be notified during the progress of the process. It is unfair and unjust to keep to pull my credit report which caused my score to drop and now I cant refi with another company due to this inquiry. I am requesting to have the credit report inquiry deleted and removed from my credit profile along with rescinding any obligation as it relates to the refi documentation I signed. I feel discriminated against because Im not refinancing for a higher amount that others may refinance for. I also feel like they used tactics to attract people but dont follow through on their promises. This is not responsible Fair Lending practices as required by law. I also wish to be remove from any marketing as it relates to Freedom Mortgage.
Company Response: Closed with explanation
2018-09-20
Reno, TX
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
2018-09-20
CA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: I made correct and full mortgage payments to Freedom Mortgage for XX/XX/2018, and XX/XX/2018, a day apart. The XX/XX/2018 payment was 10 days in ADVANCE of the XXXX due date. I made clear this was a payment in advance and NOT to pay to principal.
XXXX, Freedom Mortgage contacts me about a missing XXXX payment. I explained it was paid in advance, but the rep said it was returned for insufficient funds. My bank balance shows 1 ) the payment was NOT returned, 2 ) the funds were absolutely sufficient with tremendous excess, and 3 ) my bank did not charge me any fees for insufficient funds because no payments were returned.
I took that opportunity to pay XX/XX/2018 and XX/XX/2018 payments again in ADVANCE because I didn't want to bothered until XXXX. Both those payments were withdrawn from my bank and credited to my mortgage.
A few days later, I get another call from Freedom Mortgage demanding my XX/XX/2018. I have paid 4 ( FOUR ) months of mortgage in full and correct amounts for XXXX, XXXX, XXXX, and XXXX, and we aren't even past XX/XX/2018 yet.
My bank provided me a letter from the branch manager on bank letterhead, dated XX/XX/2018, confirming all four payments were made and nothing was returned for insufficient funds.
I provided several times the bank letter and a complete ledger of my bank history showing all the payments made and nothing returned. I made the XX/XX/2018 payment around XX/XX/2018, and Freedom Mortgage is demanding my XX/XX/2018 payment. The mortgage principal balance also shows no money accidentally went to principal.
On XX/XX/2018, I gave Freedom Mortgage the ultimatum : they have all the information needed to determine that I made now 5 payments and the error is on their side for the missing payment, if this is error isn't corrected immediately, I will lodge disputes with all three credit bureaus and retain an attorney to drive this matter to conclusion in court. Freedom Mortgage said they are still investigating and would have an outcome by XX/XX/XXXX, that was in 2 more days. So I waited 2 days, and 2 days have passed.
Today is XX/XX/2018, and I still don't have a resolution. Freedom Mortgage now says the new date is XX/XX/2018. That was the wrong response. Therefore, I have filed disputes with all 3 credit bureaus and provided the same supporting information to the bureaus. I have retained an attorney, and we'll see where that goes too.
I have been going back and forth with Freedom Mortgage for over four months about the XX/XX/2018 payment that they lost. They have billed me late charges. They have posted fraudulent lates against our credit at the credit bureaus. It's clear they lost my payment. Freedom Mortgage knows it's lost, and they can't figure out where it went. I have recorded all the phone calls with Freedom Mortgage, so that information is available to the attorney as well. While Freedom Mortgage is still trying to figure it, I am continuing to accrue late fees and continuing to get hit with false lates on my credit.
Company Response: Closed with explanation
2018-09-19
Brooklyn, 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
2018-09-19
Cumming, GA
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-09-18
Stkn, 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
2018-09-18
NJ
Closing on a mortgage
Mortgage: Conventional home mortgage
Complaint: I closed my mortgage on XX/XX/18 with Freedom Mortgage. The loan funded on XX/XX/18. Freedom was to mail me an escrow balance from my previous loan in the amount of $ XXXX.The check was never received. I have contacted Freedom 12 times and have been lied to each phone call. Freedom has to me the check was mailed twice. They have told me they didn't have my address. They have told me a supervisor will contact me. To date, a supervisor has not contacted me and I have not received my escrow check from the XX/XX/XXXX closing. my current loan # XXXX. However, the escrow check is due from my previous account. that account number is # XXXX On my latest calls, XX/XX/18, I was told that Freedom did not have my address. On XX/XX/18, I was told by AL, # XXXX, that he could not find any record of an escrow check due me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-09-17
Burton, MI
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