FREEDOM MORTGAGE COMPANY

2018-08-02

San Antonio, 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

Timely Response

2018-08-02

SC

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I have made extra payment this year to reduce my balance to < 78 % of the original purchase price of my home so that I could automatically eliminate PMI insurance on my Mortgage. The original purchase price / appraised value of my home was {$210000.00}. On my statement dated XX/XX/XXXX my outstanding principle was {$160000.00}. The equity in my home is 77.489 % which should have triggered an cancellation of PMI insurance. On my statement dated XX/XX/XXXX my outstanding principle was {$160000.00}. The equity on my home 77.26 %. I was still charged PMI of {$91.00} on XX/XX/XXXX. On XX/XX/XXXX, I called Freedom mortgage and the agent on the phone confirmed my balance was below 78 % and was not sure why my PMI was not cancelled. He state the department that handles that does not take customer calls and I would need to submit an email. I emailed XXXX on XX/XX/XXXX Attn Correspondence department. I am requesting that PMI be removed from My account. I have paid down the balance so it should no longer be required. Loan XXXX signed with my name address and phone number. I received and letter dated XX/XX/XXXX. In this letter they are basically only listing options that would require and Appraisal be done on the properly. One of the statement even state the new appraisal must demonstrates a loan-current value of 75 % for loans aged between two to five years. They are total ignoring the fact that the Homeowner Protection of of XXXX required and Automatic Termination of PMI when the principle balance of the mortgage reached 78 % of the original value of the property. It is my under standing from reading CFPB Bulletin XXXX that a new appraisal is not required and PMI should have been cancelled on my account. I believe they owe me a credit for {$91.00} per month since XX/XX/XXXX and I should no longer be charged PMI.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-08-01

WA

Struggling to pay mortgage

Mortgage: VA mortgage

Complaint: Between late XX/XX/XXXX and mid XX/XX/XXXX, I was having a combination of issues that led to missing a payment. 2 weeks after purchasing a new vehicle with reasonable payments, I switched shifts from night shift to day shift, and had a slight loss in accrued overtime hours. Shortly thereafter, my fianc started having some health complications 18 weeks into her XXXX that ended with the XXXX XXXX XXXX XXXX. Between the time I had to take off in late XX/XX/XXXX/early XX/XX/XXXX to assist in hospital visits ( 6 days total ), the change in shifts and getting back on track, we fell behind enough that I had no choice but to miss the payment for XX/XX/XXXX and roll the funds into XX/XX/XXXX, and make up the missing payment with my tax return. I made a payment in XX/XX/XXXX with my then mortgage company ( XX/XX/XXXX ) who forwarded the payment to the company they sold my mortgage to, Freedom Mortgage. at this time, I am unaware that my mortgage has been sold to a " debt collecting '' mortgage company. XX/XX/XXXX comes around. I try to process a payment, and am promptly informed that Freedom Mortgage is now my go-to company, that XXXX no longer handles my payments. I call Freedom Mtg, they inform me they will no longer be accepting payments from me unless I go through their loss mitigation process. The young lady over the phone tells me that I will be required to make my normal monthly payments during the loss mitigation process, and agrees to send me a packet to fill out. She lets me know the logical solution freedom will come to will be to roll the missed payment to the end of my loan and let me carry on with normal payments. I receive the packet on the XX/XX/XXXX. According to the packet, I have 30 days to fill out the information and return it to Freedom. I filled it out and mailed it back on XX/XX/XXXX. Within a week, I have notices on my front gate, a mailbox full of forclosure notices, and letters coming in from an asset management company Freedom hired to myself and my " unidentified spouse ''. XX/XX/XXXX comes around, I call to make a payment. I am informed that I still can not make a payment, and they still have not received a packet. Early XX/XX/XXXX comes around, still no word from Freedom, just a normal monthly statement telling me I am now a little further behind than I was. I call in, and am told that they still have not received the packet. I requested a fax number to send the documents to, and the lady on the phone tells me they do not have a fax number I can use, it all has to be processed via mail. So, I went home, filled out another packet, and mailed it again. Around mid XX/XX/XXXX, I am contacted by a VA representative, who I explain everything above to. She informs me that she will be contacting Freedom on my behalf. I requested that she pushed to have me put on freedoms Single Point of Contact list. On the XX/XX/XXXX, I receive an email from my VA rep stating that Freedom still has not received a packet, and I have been requested a SPOC placement so I could directly deal with whomever at freedom is handling my file. Up to that point, every two weeks when I get paid, I call and am told I still may not make a payment, and am told they do not know if my packet has reached loss mitigation. They told my VA rep a different story. they told her it had not. Within a week, I receive a letter and a new, same packet to fill out. Like magic, this letter finally has a fax number and email to send the packet to. I immediately begin sending the completed packet fax-to-fax and fax-to-email weekly. No word from them until late XX/XX/XXXX. I get a phone call and an actual voicemail from someone at Freedom. I call back, and am told, still no packet. I am borderline irate by this point, and tell the gentleman on the other end of the line he needs to call the Loss Mitigation department and clarify right now. He does, and is told the packet arrived, but there is a missing signature on one of the forms, a missing date on another, and Freedoms address missing on the XX/XX/XXXX form ( it wasn't missing, they pre-print their address on the line ). What I am understanding from this, is there were a couple small, easily corrected issues on the packet, and they tell me no packet was received in lieu of giving me the issues I need to correct. I fix the issue on one of the packet copies I have and re-send it. And re-send it. and re-send it again. Still no word on receiving it, no calls with voicemails, no letters outside of normal statements saying I am further behind, and am still met with the same answer when I call to make a payment- a solid NO. XX/XX/XXXX, I receive a letter from Freedom stating that after 4 months since my VA representatives request to have me assigned a single person to talk to, I have finally been assigned a point of contact at freedom. XX/XX/XXXX, I am contacted by a new VA representative. I explain everything to her, she informs me that from here on, she will be the mediator between Freedom Mortgage and myself. I send her the packet, she forwards it, and is told that there are missing documents, which she immediately finds in the copy she emailed to Freedom. Sunday, XX/XX/XXXX, a courier from the asset management company is out in front of the house, taping forclosure imminent notices that state I need to call Freedom to the gate and snapping pictures of my home. The next day, there are the usual letters in the mail saying still no packet received. In short, I missed one payment, then have been not allowed to make any more payments. Nowhere in any research that I have done, and nobody I have talked to at the Veterans Affairs Administration, has heard of a mortgage company refusing to take money or threatening forclosure over one missing payment. I have a good, steady job, love my home, and do not want to lose it. it has been a gut feeling since this has all started, that Freedom Mortgage had already made up their mind to take the house, get the guaranteed portion from the VA loan. This has managed to take me from good credit to credit wrecked so bad that it will be a miracle if I am able to rent a house if they take the one I am currently in. I have had ONE voicemail from an actual human at Freedom Mtg in 7 months. Letters stating no packet was received when in reality only one or two lines just needed corrected. Now, not only am I behind with them, they have also informed me I will be picking up a XXXX dollar bill from the Asset management company they hired, whose actions have been just short of full blown harassment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-07-31

Finksburg, MD

Trouble during payment process

Mortgage: VA mortgage

Complaint: Both my loan Closing Disclosure Statement as well as my Initial Escrow Disclosure Statement list that included in my escrow is a " front foot fee. '' Specifically on page 1 of my Closing Disclosure Statement it shows that my estimated escrow is {$640.00} a month and it shows that it includes property taxes, homeowners insurance, and Other : Front Foot Fee. The breakdown of the {$640.00} a month includes XXXX XXXX/month in homeowners insurance ; $ XXXX/month in property taxes ; and $ XXXX/month for the front foot fee ( totaling the {$640.00} a month I pay into escrow ). My loan was initially through XXXX XXXX, but was immediately sold to Freedom Mortgage. My front foot fee is {$700.00} annually. At the end of XXXX, 2018, I received a bill in the mail for {$220.00}, which is the first portion of my annual front foot fee. I called Freedom Mortgage on XX/XX/2018 at XXXX XXXX and spoke to XXXX, ID # XXXX. I explained that the Closing Disclosure statement shows that the front foot fee is included in the escrow. After telling me that nobody there even knew what a front foot fee was, he said he would open a ticket and look into it, but I should fax the information to the tax department at XXXX with a copy of the bill. I did so the same day. I never received a response. At the beginning of XX/XX/2018 I received a bill dated XX/XX/2018 for {$480.00}, which is the second portion of my annual front foot fee. I called Freedom Mortgage on XX/XX/2018 at XXXX XXXX and spoke with XXXX, ID # XXXX. XXXX, much like XXXX, kept insisting that Freedom Mortgage does not pay this bill, that I do, but once I showed him the Closing Disclosure Statement he agreed with me that yes, it should be included in my escrow amount, he told me he was opening a ticket and I should email the bills and a description to XXXX. He said the ticket should be closed by XX/XX/2018. I emailed the information the same day, and received email confirmation that they were reviewing my information. After not hearing from Freedom Mortgage by XX/XX/2018, 10 days after I was told the ticket should be closed, I called Freedom Mortgage again on XX/XX/2018 at XXXX XXXX and spoke with XXXX, ID # XXXX. He said they should have sent me a letter denying payment as unable to process due to the bills being utility bills. I asked him to provide me a breakdown of what my monthly escrow payments went toward, which he attempted to do so, but the amounts did not add up to {$640.00}. I pointed out to him page 1 and 4 of my Closing Disclosure Statement, where it shows that the front foot fee is included in my escrow statement. He reviewed that document as well as the Initial Escrow Disclosure Statement ( where it shows a property front foot benefit of {$700.00} annually ) and agreed with me that the documents do show that the front foot fee is included in my escrow and should be paid by Freedom Mortgage. He said they would have to pay bill or refund the money. I told XXXX that if they refund the money that I would request that they include extra money for the interest that has accrued at 1.5 % per month on the unpaid balances on those unpaid bills that I gave Freedom Mortgage sufficient time to pay for. XXXX told me that either him or his supervisor XXXX would call me back that day, or the very next day. I never received a phone call. On XX/XX/2018 I received a letter in the mail from Freedom Mortgage dated XX/XX/2018 saying that they reviewed my " property tax '' inquiry and that " the correspondence we received is a utility bill issued by XXXX XXXX County. Please be advised that utility bills are not included in your mortgage and is the responsibility of the homeowner. '' This letter alone makes clear that they did not conduct a thorough review because I never once inquired about property taxes, and neither front foot bill is from XXXX XXXX County -- one is from XXXX XXXX , XXXX, and the other is from XXXX XXXX XXXX XXXX, XXXX. While the first bill is vague as to what the charge was for, it did say that " your mortgage lender may have escrowed funds for the payment of these charges. '' The second bill clearly states in the description that it is the " Annual Front Foot Assessment for XX/XX/2018 - 18 Years Remaining. '' On XX/XX/2018 I called Freedom Mortgage at XXXX XXXX and spoke with XXXX, ID number XXXX. I explained everything thoroughly to her. She said they are resolving the issue by issuing a refund to me in the amount of {$2600.00} as there was extra money in our escrow account. I told her that a refund of money we paid in does not resolve the issue as this is going to be an annual issue for the duration of the front foot fee, and that if my loan specifically says they will pay the front foot fee that they need to pay it. Furthermore, I gave Freedom Mortgage sufficient time to pay the bills, which they refused, and the unpaid balances accrue a 1.5 % per month, 18 % per annum interest fee if unpaid, which has been accruing. In other words, refunding the money that Freedom Mortgage has been taking from me monthly, that is rightfully mine, does not cover the interest that Freedom Mortgage should pay since they should have paid the bill from the beginning. XXXX told me that Freedom Mortgage never pays Front Foot Fees, and I told her that they bought my loan from another company, but they have been collecting the front foot fee in my escrow, so they need to pay it. She said she would open another research ticket, but given the lack of responsiveness in the prior interactions I am not hopeful.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-07-31

El Dorado Hills, CA

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

2018-07-31

Wesley Chapel, FL

Trouble during payment process

Mortgage: FHA mortgage

Complaint: Chief Complaint : Misappropriation of payments to the account, and not honoring foreclosure alternative agreement. My mortgage was initially serviced through XXXX before it was transferred to Freedom Mortgage in XXXX of XXXX. My original mortgage payment amount was {$1500.00}. Since the transfer, I have been dealing with issues on how my account is being handled. My account was current with XXXX up until XXXX of XXXX ; all mortgage payments were paid accordingly and on time. In XXXX, Florida was impacted by Hurricane Irma, which prompted many homeowners to contact their mortgage companies for a 3-month forbearance. I was one of them. On XX/XX/XXXX, I approached XXXX and spoke with a representative and asked that my account is placed in forbearance. It was approved. I was then told that all payments would be due in XXXX, and should I have any problems making the payment that they will assist me with Loss Mitigation. On XX/XX/XXXX, I contacted XXXX and asked to start the Loss Mitigation process for the past due balance of {$4500.00}. However, I made a payment of {$1500.00} over the phone for XXXX. I then received a letter from XXXX dated XX/XX/XXXX, stating that I was approved for a foreclosure prevention alternative. The offer listed on the note said that I was to make three trial period payments of {$1300.00} for XXXX, XXXX, and XXXX of XXXX to qualify for a permanent modification. I signed the document and sent it back to XXXX on XX/XX/XXXX within the 14-days of the notice. For XXXX and XXXX, I made the payment within the period stipulated to XXXX, however, my account was then transferred to Freedom in XXXX of XXXX. ( Around that timeframe I received a letter stating that my monthly mortgage will now be {$1300.00} effective XX/XX/XXXX. ) On XX/XX/XXXX, I called Freedom Mortgage and spoke to a gentleman who stated that Freedom would be honoring my payment modification and the Loss Mitigation application. After feeling a sense of relief, I made a payment with the representative of the modified amount {$1300.00}. As the months gone by, that was what I have been paying Freedom, until XX/XX/XXXX, I received a letter stating the I had until XX/XX/XXXX, to pay {$5700.00} for the overdue balance or my account will be placed in foreclosure. In my panic, I withdrew from my 401K and paid that amount on XX/XX/XXXX. That should have made my account current as of XXXX, and on XX/XX/XXXX, I made a payment of {$1300.00} for the month of XXXX. I proceeded to make my timely payment for the month of XXXX. However, my account was not updated to reflect what I have paid. In fact, I believe a good portion of my payments was placed in escrow giving me a high balance. As of XX/XX/XXXX, I have made a total of {$12000.00} payments to Freedom Mortgage from XXXX to XX/XX/XXXX. Prior to them, I made a total of {$4100.00} payments to XXXX from XX/XX/XXXX to XX/XX/XXXX. This is a combined total of {$16000.00} of mortgage payments made to my account. All of this is tracked and confirmed by bank statements since I pay directly from my bank account ( see Table 1 below ). Mind you, even if Freedom failed to honor the trial payments of {$1300.00} and was charging me the full mortgage amount of {$1500.00} for the months of XX/XX/XXXX through XX/XX/XXXX XXXX {$10000.00} ), and {$1300.00} from XXXX to XXXX XXXX {$5200.00} ), I still overpaid on my mortgage ( Table 2 )! The combined total of {$15000.00} due minus the total of {$16000.00} paid leaves me with an overpayment of {$600.00}! I contacted Freedom on numerous occasions and sent them a letter to investigate my account and still nothing has been done to correct this issue. I called and spoke to another representative on XX/XX/XXXX, and she stated that I still owe for the month of XXXX and XXXX, and soon XXXX. How is that possible? If I make the payments as they are claiming, I will have overpaid my mortgage by over a few grand! I really need Freedom to get my account to where it should be, and apply the payments correctly. I dont understand how they managed to XXXX this up. And every time I call, it is hard to explain this situation to the representative because they do not see what I see. This problem is affecting my good standing, and I need it rectified as soon as possible. Table 1 Total Mortgage Payments XX/XX/XXXX Total Mortgage Payments Posted Date Description Amount XX/XX/XXXX BP FREEDOM MORTG ACH W/D : BP FREEDOM MORTG {$1300.00} XX/XX/XXXX BP FREEDOM MORTG ACH W/D : BP FREEDOM MORTG {$1300.00} XX/XX/XXXX BP FREEDOM MORTG ACH W/D : BP FREEDOM MORTG {$5700.00} XX/XX/XXXX BP FREEDOM MORTG ACH W/D : BP FREEDOM MORTG {$1300.00} XX/XX/XXXX BP FREEDOM MORTG ACH W/D : BP FREEDOM MORTG {$1300.00} XX/XX/XXXX FREEDOM ACH W/D : FREEDOM {$1300.00} XX/XX/XXXX BP XXXX ACH W/D : BP XXXX {$1300.00} XX/XX/XXXX BP XXXX ACH W/D : BP XXXX {$1300.00} XX/XX/XXXX XXXX LOAN ADM ACH W/D : XXXX LOAN ADM {$1500.00} {$16000.00} Table 2 Total Monthly Mortgage Amounts Due XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX 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

2018-07-31

Cheyenne Wells, CO

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: I applied for Hardship around the begining of XX/XX/XXXX, with many times being told to send in this information and that paper I was denied with CLEAR evidence of my hardship from letters from my Doctor 's etc and lost 50 % of my income. They still added up late fees during my hardship application that they said were not going to get assessed. They would rather have my home go into forecloser than help. I am a XXXX and obviously will have work after having, XXXX. that is pretty much common sense this day with all of the XXXX shortgage in the USA.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-07-31

Adelanto, CA

Applying for a mortgage or refinancing an existing mortgage

Mortgage: VA mortgage

Complaint: In XX/XX/2018 I applied for a REFINANCE with my current mortgage company Freedom Mortgage. However during the negotiation of terms and loan structure for the refinance, we, my wife and I did not agree with them and TERMINATED the process. In XX/XX/XXXX, at the end of XX/XX/XXXX we received a STATEMENT OF CREDIT DENIAL letter from Freedom Mtg. We did not complete the agreement for the Refinance, yet we were denied credit that we didn't apply for or agree to be considered for. How is it that we didn't not finish this loan process and was denied before for we knew who we were asking or applying to for this refinance loan. We were ask to submit all documents and we reviewed all documents and answered questions regarding documents and submitted explanations and answers for documents in question. IT WAS ONLY A NEGOTIATION AND A LOAN STRUCTURE IN ORDER TO GET APPROVED. WE STOP THE PROCESS AND FREEDOM MORTGAGE SUBMITTED OUR DOCUMENTS ANYWAY. WITHOUT OUR PERMISSION.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-07-30

MI

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: Since XX/XX/2017 we have been trying to get our payment lowered by having the loan modified through the loss mitigation process. It took almost 9 months for a approval. They kept asking for paperwork I had already sent. While they wait for that paperwork other paperwork was out of date then they would request that again. I had to send them a hardship letter 5 times and pay stubs all most 10 times.I have fax confirmations. Our attourney sent the paperwork and authorization and they said they didn't have it at all. So I complained to the state and assigned someone then o got a approval. Then the trial period started and rather then lowering the payment everything increased.They said the reason is because of the back pay. So I filed a hardship with the state now it was current and we just needed it processed. Now we have to start over and now they are playing the paperwork game again and now we have a 30 day late payment. And they still have not explained the fees they charged and can't .Its just money they took from me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-07-30

New Kent, VA

Incorrect information on your report

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

Account status incorrect
Complaint: I have attempted on four separate occasions to correct this problem via the credit bureaus. It appears that Freedom Mortgage is not will to correct the issue. Per their own correspondence to me, they stated they would report the account as " Settled in Full for less than Owed. '' They are however reporting this as a foreclosure and it cost me finances on XX/XX/2018.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-07-30

Syringa, VA

Trouble during payment process

Mortgage: FHA mortgage

Complaint: On XX/XX/18, it was noted that our account had an escrow surplus. I initially reached out to the company on XX/XX/2018 to inquire what kind of steps we needed to get this check. They stated it should have been in the mail and that we needed to wait. I reached out again on XX/XX/18 because we had not received the payment, so they offered to send out another check, but it would take at least 10 business days for this to occur. According to the account, they sent another check on XX/XX/18. We received the check on XX/XX/18. I deposited it on XX/XX/18. 2 days later on XX/XX/18, it was noted that the check was returned by my banking institution. I reached out to freedom mortgage and spoke with a supervisor and was told that they could not resolve this issue at that time and that it would take time to get to the root cause of why the check was not able to be processed. I called my bank to inquire what the reason for the return was, they stated there was a stop payment placed on the check. I called back to Freedom mortgage to relay this information and asked to speak to the supervisor again, and he was conveniently unavailable, but they made a note of this discovery, along with the check number on my file.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-07-30

Palmerton, PA

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

2018-07-29

San Gabriel, CA

Incorrect information on your report

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

Account status incorrect
Complaint: I HAVE A 30 DAY LATE ON MY CREDIT REPORT. I PAID ON XX/XX/2018 FOR THE AMOUNT OF XXXX IT WAS taken from my acoount. I called freedom mortgage. I spoke with a REPRESENTATIVE and they told me to email my supportive documents and a brief message and they should remove 30 day from my credit report. Freedom mortgage is starting that they never got my payment. I was told it never cleared from my bank. I have my online banking showing it was taken out. I did have two return checks but not for this amount. Then i was told i made a payment on XX/XX/2018 in the amount of XXXX. I never made a payment on XX/XX/2018 and never make a payment in the amount of 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

2018-07-29

Bedford, TX

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: Applied for a loan mod which my loan is a conv and investor is XXXX XXXX thru XXXX XXXX and was denied. The answer was generic stating the mod payment would go up {$100.00} a month and the felt I could not afford it although I recieved a {$200.00} a month merit increase. I feel the are wrongfully trying to foreclose to get my XXXX equity.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-07-27

Arsenal, PA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: On XX/XX/XXXX, I called Freedom Mortgage customer service to inquire about the PMI for my converntional mortgage. I explained that I'm closing in on 80 % LTV and that I'm confident that if I had my house appraised it would appraise higher than the initial value and push the LTV below the 80 % mark. They looked into the account and then instructed me to send an email to customer service to start the process. After submitting the email I received a letter in the mail stating the steps to complete the appraisal of my house and the conditions that had to be met. In this letter it clearly states that the appraisal must demonstrate a Loan-To-Current-Value ration of 80 % for loans aged greater than 5 years. The appraisal resulted in the following : Sales Comparison Approach : XXXX Cost Approach : XXXX The conservative value of XXXX was used as the official value of the appraisal which placed the LTV at 77.01 %. I received a letter on XX/XX/XXXX stating that after a review of the account, the request to remove PMI was unable to be approved. The reason being that a LTV of 75 % was required. I have made four calls to customer service to gain clarity on what the requirements are and also to understand what the age of my loan is. Neither question could be answered satisfactorily. From my point of view the request was denied with a stated reason that contradicts the attached letter stating the requirements. When I asked to speak with someone that has knowledge of how the PMI requirements work I was told that they do not take calls and there is no way to contact them. In addition I have completed 70 payments on my mortgage promptly and in excess. The best answer I have received to date is that my mortgage is not greater than 5 years ( first payment XX/XX/XXXX ). Proof has been shown that value of the house has increased and I have excellent credit. I have tried to explain to Freedom Mortgage that my mortgage being 70 months old is actually greater than their requirement of 60 months but they disagree. As a consumer I should not be billed for unnecessary private mortgage insurance. Thank you, 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

2018-07-26

Trouble during payment process

Mortgage: FHA mortgage

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

Timely Response

2018-07-26

Columbia, SC

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

2018-07-26

Sacramento, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: We are issuing this complaint about Freedom Mortgage, loan XXXX. After job loss of seven months, we had to move out of state to find employment. Upon the move, we could not pay for two residences so began loan mitigation process with Freedom. It was five months before we could list the house for sale because of Freedom 's delay on the mitigation process. It has been two months since an offer was made on the house, but we can't close due to delay on part of Freedom Mortgage. We have obtained and provided each document requested by Freedom ; some, multiple times. As of today, documents are still under review by Freedom and the HUD appraisal has expired. We were told over 10 days ago that Freedom sent a variance to HUD for extension of the appraisal - this needs to be approved before the house sale can be approved. The appraisal would not have expired had Freedom given this timely service. The buyers ' closing date was three weeks ago and they are ready to walk away because Freedom has no date in sight for approval of the sale. We are hearing from the real estate agents that the buyers plan to pull out of the sale because of the delay. Our realtor will not list the house again, considering it " unsellable '' due to working with Freedom Mortgage. We have record of 20+ calls and emails to Freedom Mortgage, with agent name/number and supervisor name/extension. I can provide this information to you. We receive incomplete and incorrect information, and no follow-through from assigned agents or supervisor. We understand the negative marks on our credit are due to not paying on the loan ; however, we believe the past few months ' negativity should not have occurred. We have done everything required/requested in a timely manner but are being penalized by Freedom 's lack of attention. Thank you for your review of our situation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-07-26

Fountain, 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

2018-07-25

Keytesville, MO

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I received the loan in XX/XX/XXXX and paid it off in XX/XX/XXXX. When I called to get the payoff I was told I would be charged a {$30.00} fee, which would be added to the amount I owed, to get the payoff figure. I called my loan processor to question this and he said it was probably the fee to have the lien released. When I called the mortgage company back I was told there was a separate fee to release the lien and the {$30.00} was for them to provide the payoff balance. The {$30.00} is listed in the payoff statement as a " statement fee ''. There is no mention of this fee in my note. I can provide copies of my note and the payoff statement if necessary.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-07-25

Wesley Chapel, FL

Trouble during payment process

Mortgage: FHA mortgage

Complaint: My name is XXXX XXXX, and I have many issues with Freedom Mortgage Company, but I will name 2 of the most recent, they are increased my mortgage payment without my knowledge, and second they do not want to remove mortgage insurance while my loan to value of the mortgage to 78 % or less ; my property almost double in value, on top of that Freedom Mortgage charges me {$10.00} every time to take my payment Please help me because Freedom Mortgage robbing me alive.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-07-24

San Antonio, TX

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

2018-07-24

Saybrook, IL

Credit monitoring or identity theft protection services

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

Billing dispute for services
Complaint: My husband and I had a VA mortgage through Freedom Mortgage from XX/XX/XXXX until XX/XX/XXXX. We were in the process of selling our home in XX/XX/XXXX. We closed on our house on XX/XX/XXXX. The title company was in possession of the payoff check and was responsible for disseminating the check to the mortgage company. Due to having to pay {$10000.00} to sell our house, we were unable to make the mortgage payment for the month of XX/XX/XXXX. Since we closed on XX/XX/XXXX, the payoff was sent to the company within the 30 days. The mortgage company decided that they would place a 30 day late payment mark on our credit report, regardless. The method of disseminating the payment to the company is not in our control and due to the company 's business hours, they claim they did not receive the payment until XX/XX/XXXX. My husband called and talked with a representative that was very rude to him and insisted that we should have a thorough knowledge of the mortgage business. I attempted to resolve with the company through a phone call and the XXXX, but the company insists that they have recorded calls from a week before the closing date, but none of the calls after. I even talked with the company on XX/XX/XXXX and informed them that we had closed, but they state they do not have that recording either. We had a perfect payment history with the company and are offended in their treatment of veterans when a situation is out of our control. We did everything possible to get the payment to them before the end of the month and are not responsible for their business hours or the actions of the title company. We would like them to amend our credit report.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-07-23

Saginaw, MI

Incorrect information on your report

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

2018-07-22

NV

Problem with a credit reporting company's investigation into an existing problem

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

Problem with personal statement of dispute
Complaint: I tried to make a payment on the XXXX of XXXX and the system made me pick XX/XX/XXXX as the payment date causing it to be a 30 day late. the check submitted cleared and i was told to dispute it through the credit agencies and that it should be fixed. the company has refused to do so.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response