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 38
2018-05-19
Murray, UT
Trouble during payment process
Mortgage: FHA mortgage
Complaint: We have a new mortgage with Freedom Mortgage. Payments after the XXXX of each month are late. Our regular payment is {$970.00}. On XX/XX/XXXXI did a search for " Freedom Mortgage payments ''. I clicked on the link that said " Freedom Mortgage : Login, Bill Pay, Customer Service ''. The Freedom Mortgage logo showed up with the word 'payment ' to the right of the logo. I clicked 'payment ' and proceeded to process a payment for {$970.00}, a little more. Today, XX/XX/XXXX I got a call from Freedom Mortgage stating we had not made our payment. Shocked, I began to research what happened. After several calls to Freedom Mortgage I got a Customer Service Rep that admitted there is a third party, XXXX, that takes payments for Freedom but stated that XXXX is not authorized by Freedom. So I asked, " then why do you allow them to use your logo!? '' I got the repeated answer, " we do not authorize them to take payments for us ''. Same question, " then why do you allow them to use your logo ''!? I asked for the legal department to which I was told they do not take incoming complaints but that I can send an email to XXXX. I will be sending that email when I finish this but I am quite upset. If Freedom Mortgage is aware that XXXX is using their logo to take monies for them then why is me, as a Freedom Mortgage customer not made aware that this is happening in advance not after my payment is taken! I just found out that these payments do reach Freedom Mortgage but late! Its not right!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-05-18
Ironbound, NJ
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
2018-05-17
Concord, NC
Closing on a 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
2018-05-17
Las Vegas, NV
Trouble during payment process
Mortgage: FHA mortgage
Complaint: On XX/XX/XXXX I tried to schedule a payment with Freedom Mortgage Company in the amount of XXXX the amount of my current mortgage payment. I TRIED to make the payment by XX/XX/XXXX payment options that were available each payment option told me I was not able to make the payment because I did not make the payment in full ( including late fees ) I was told by multiple supervisors that the late payments could be done at any time and was not required to be made at time of monthly payment. I feel discriminated against because I had financial difficulties in the past and I am now trying to get my finances in order however Freedom Mortgage Company 's payment system is basically designed to not allow you to make your current mortgage payment ... it makes you pay the entire amount in full when it States you can make your monthly mortgage payment free of charge however the system only allows you to take advantage of the free options ... if you don't have any past due balances ... this disclaimer is not stated on any documents. For people who get paid on the XX/XX/XXXX and it clearly states I have until the XX/XX/XXXX to make my payment they allow no free options like they do for regular customers this is very deceptive practices. There is no time to mail a payment so the only option there is ... make a payment over the phone with a representative ... so because I had financial difficulties in the past ... Im being punished with a XXXX fee each month because I have no other options available to me to make my mortgage payment free of charge. I can't help when an employer decides to pay its employees and I shouldn't be penalized either.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-05-17
Symbol, KY
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: I have a mortgage with Freedom Mortgage Company. I have an escrow account that should pay my property taxes. They were due in XX/XX/XXXX of last year. As of today they have not been paid and the county I live in is threatening me with legal action.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-05-17
Roberts, ID
Closing on a mortgage
Mortgage: Conventional home mortgage
Complaint: I have a new loan with Freedom Mortgage ( started it XX/XX/XXXX ). Starting on XX/XX/XXXX I requested the removal of PMI with my payment of an extra $ XXXX toward my loan. I was first told I'd need 2 years of payment history before they'd remove. But, after I asked them to put that in writing they called back on XX/XX/XXXX and said they were wrong, and if I paid another {$7500.00} then they would remove it ( by XXXX # XXXX ) & would not need another appraisal as it was within the grace period ( since it was a new loan ). I paid the extra {$7500.00} assuming he told me correctly. On XX/XX/XXXX & XX/XX/XXXX I sent follow up emails to see if they'd removed it & as of XX/XX/XXXX they did not respond to either email. On XX/XX/XXXX I called in and was told by XXXX ( # XXXX ) that it would be processed by XX/XX/XXXX and to call back. On XX/XX/XXXX I called back and spoke to XXXX ( # XXXX ) who said I'd need to send another appraisal before they'd remove PMI. When I told him XXXX ( # XXXX ) said that wasn't true, he said he would call back once he spoke to XXXX. As of now, I still have PMI even though I've requested the removal of PMI, and have more than 20 % paid toward the principle. I keep getting told different things each time I call.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-05-17
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
2018-05-16
Bakersfield, CA
Trouble during payment process
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
2018-05-15
San Jacinto, CA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: I have been a home owner for the last 4 years and I have ALWAYS paid my mortgage payments on time and I have NEVER missed the payment deadlines.
As always, on XX/XX/2018, i went to 'Freedom Mortgage ' website and I made my payment by entering my name and my bank routing number and checking account number. I hit confirm and the system took me to the next page and said 'Your Payment Is Scheduled ' and it also provided me a confirmation number for the payment. This clearly seemed like the payment process was completed as the system itself confirmed it with a confirmation number.
However, on XX/XX/2018, i received a call from Freedom Mortgage informing me that the payment was not successful due to technical issues and they asked me to provide my bank routing and account number again, which i did and completed the payment for XX/XX/2018. I asked them what the technical issue was but they were not able to explain me the exact reasons for the payment not going through.
Freedom mortgage has technical issues with their systems as it confirmed to me that the payment went through but now they blame me for being late.
I am in no way responsible for this late payment as I duly made my payment and their system provided me a confirmation number as well. I have never been late with my mortgage payments in my entire life.
I have now been reported to Credit Bureaus as late causing my credit to fall by about 80 points, for ABSOLUTELY NO FAULT OF MINE.
I request you to kindly investigate this matter and order Freedom Mortgage to fix my XX/XX/2018 payment issue and have them work with the credit bureaus to correct my XX/XX/2018 payment as NOT late.
Thank You 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
2018-05-15
Wdbg, VA
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
2018-05-15
Blue Springs, MO
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
2018-05-15
Houston, TX
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
2018-05-15
Clarkesville, GA
Applying for a mortgage or refinancing an existing mortgage
Mortgage: VA mortgage
Complaint: Wanted to do a cash out refinance with Freedom Mortgage talked with XXXX XXXX and he wanted to pay off all my credit cards and other loans.All I wanted to do was get money to replace all my windows in the house as they were old and needed replacing. He said I would need a VA appraisal, Termite letter. and water well test. This I had done. Then He wanted to do a 15 year mortgage at twice what I was paying plus I would need to pay points to get close to what my rate was. I have a 3.625 % rate now he would get me a 3.865 % rate. by now I have spent nearly {$3200.00}. He received the VA appraisal and said I needed to do some repairs on the house nearly {$20000.00}. I said I was XXXX XXXX XXXX ( XXXX XXXX ) and on a fixed income and could not do the repairs. He said what if I found a company that would do the repairs and pay after closing. I said that would be great. I never heard back about the repair work and two day later I received a e-mail that if the repairs were not done by the XX/XX/XXXX of this month they would withdraw the finance offer.Now I have lost {$440.00} VA appraisal fee, A {$2500.00} fee for a no termite 's found letter and re exterminate for no termite 's. and {$160.00} water test. And Freedom is my regular mortgage lender 5 years.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-05-14
Crowley, TX
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
2018-05-14
Bentley, MI
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
2018-05-11
FL
Struggling to pay mortgage
Mortgage: VA mortgage
Complaint: XX/XX/XXXX. XX/XX/XXXX Hurricane XXXX hit our location. We notified our mortgage company that we were in the affected area and that we had some damage. We advised that the damage was not enough to utilize insurance but needed to make some repairs. The mortgage company said they would give a 90 day forbearance. Payments would resume in XX/XX/XXXX. Also, loan qualified and we meet the approval for VA cap & extend. At that time they would simply move those payments to the end of loan, rate would stay the same and we would move forward with regular payments. Advised to hang in there because there are a lot of members effected and the process could take a while. After receiving multiple requests to complete loss mitigation paperwork I was to ignore the automatic loss mitigation paperwork because it does not apply to our type of loan. At the end of the 90 days, the process still was not complete. I called the mortgage company and was told forbearance was extended for 6 months per FEMA for everyone effected and not worry. They are working to complete the process and advised that nothing would be reported to the credit bureau during this process. Continued to receive demand letters and loss mitigation paperwork but was told again to continue to hang on. The mortgage company is overwhelmed with applications and unfortunately underwriting is still working on all applications. Still will not have credit reporting during this process. Follow up weekly or bi-weekly and make payments if able. Again advised that we were approved for VA cap & extend but simply need to wait for underwriting to get to loan to complete the paperwork/process. At end of XX/XX/XXXX we received notification from our credit that there was negative reporting from the mortgage company. We were reported 150+ past due. Immediately call the mortgage company and spoke with XXXX on XX/XX/XXXX and told that their system reported it in error on multiple accounts. The company was working to reverse all the accounts and it would be correct by XX/XX/XXXX. In the meantime we received a letter dated XX/XX/XXXX with a modification offer effective XX/XX/XXXX with a response requested by XX/XX/XXXX by us. In this offer it states that our rate would increase to 5 % ( current rate is 3.475 % ) with a payment of {$2800.00}. Our current payment is {$2200.00}. I immediately called on May 2 and spoke with XXXX and was told that the VA denied the cap & extend and that this was the offer they sent back. I was advised to call them to discuss with them directly. I asked XXXX about a payment option instead. He advised that there was a 6 month or 1 year option. I told him we may want the 1 year option. He put in request to have that option calculated with a due date of XX/XX/XXXX. He also advised that the credit reporting had not been corrected but it should be completed by XX/XX/XXXX for the new reporting on XX/XX/XXXX. I said I would call back then for that calculation. In the meantime, I called the VA and spoke with my rep. XXXX XXXX at XXXX XXXX email : XXXX and he advised that the above information is incorrect. The mortgage company NEVER sent over a request for VA cap & extend. They sent over the request to increase our rate to 5 % and the VA approved. He continued that that rate is not even the current listed rate. The current VA rate is 4.5 % and he is not sure why the mortgage did that. XXXX XXXX advised that cap & extend is up to the mortgage company and not the VA. The VA would simple approved what they are requesting. He advised I contact the mortgage company and give that same information to see what they say. I called back to the mortgage company on XX/XX/XXXX to verify credit had been corrected and was told they would NOT be correcting per the notes. I advised that per their letter dated XX/XX/XXXX stated they would not be reporting. That we had until XX/XX/XXXX to accept modification offer with a new payment of XX/XX/XXXX. Per XXXX FEMA lifted forbearance XX/XX/XXXX. I explained that we were never notified of this. And XXXX acknowledged that no one was notified unfortunately. At this time XXXX put in an expedited request to possibly correct credit again. I advised at this time that we do not want the modification but would like they payment plan. I advised that we would be payment {$6800.00} ( past due ) + XX/XX/XXXX payment of {$2200.00} as of XX/XX/XXXX. I advised that we would like the remainder past due amount {$4800.00} to be put on a payment plan over 12 months beginning XX/XX/XXXX. At this time XXXX advised that they can not due 1 year plan and can only do a 6 month plan. She advised that if we wanted 12 month plan we would have to start the entire modification over including completing paperwork. I advised her that XXXX told me on XX/XX/XXXX that this was a option and she said he was wrong for telling me this. I said I would call back next week. NOTE : If we would have been told after the initial 90 day forbearance or even in the beginning that the VA cap & extend was not an option, we would not have allowed this process to move forward and thus allowing the account to get to this point. We feel this was misrepresentation on behalf of the mortgage company to force not only us but other members into a rate increase and modification to the advantage of the mortgage company only and not the member. This process was suppose to help the hardest hit areas!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-05-11
IL
Struggling to pay mortgage
Mortgage: Other type of mortgage
Complaint: I am a single mother of XXXX. I work full-time and I'm in school studying to be a XXXX XXXX. I'm hoping to be certified by the end of the year. I am struggling with my mortgage payments. I am 4 months behind and I'm concerned I'm going to lose my home.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-05-11
Oxford, GA
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Account status incorrect
Complaint: In 2015 we signed up to have our mortgage payments made through XXXX XXXX XXXX. After several months we received a letter from them stating that they could no longer do business because they were having a problem getting a bank to work with them. We then contacted our mortgage holder, Freedom Mortgage ( Account # XXXX, XXXX XXXX XXXX, XXXX, TX XXXX ) and asked if they could take the payments out every two weeks. They said they could. They took the payments for a few months and then we noticed that we were being charged a late payment charge each month. We called to determine why this was occurring. The rep told us that it was because the second payment was arriving after the XXXX of the month. Well, we souke with a supervisor because their rep set up the payment schedule and should have noticed that would occur. Secondly, with a payment plan twice a month you shouldn't be stating that our payment was late. The rep we spoke with when we called stated that he would change the draw dates for the payments. He did not do that. He cancelled the one schedule of payments and never set up another. We were traveling and so never noticed that the payments did not come out. Since we were camping, in most locations we didn't even have access to wifi. When we finally returned home we got our mail and had several letters saying we were in default on the mortgage! When we called the second representative told us they would have to investigate and not to make the payment until they figured it all out. Once they fixed the problems they removed all late charges and said they corrected our credit report. They did not. They had been reporting us 30,60 or 90 days past due. What they did was then report the account as current, but never did remove the reports of being 30,60 or 90 past due. At one point we were actually two weeks ahead in our payments. Have written several letters but get a form letter in return saying they can not correct the information because it is accurate but the issue was caused by their representatives. Even though the information is technically accurate, if someone actually took the time to read through the notes in our account they could see tthe whole picture. We are not getting any assistance by trying to deal with the mortgage company and the credit reporting agencies keep reporting a " serious delinquency '' which we assume is the mortgage issue, however, when contacting the credit reporting bureaus, nobody will explain to us what the " serious delinquency '' is on our reports. They all simply send us ANOTHER copy of our credit report. We have about 20 copies of our reports and we can't see ANY serious delinquency except the 30,60, or 90 days past due being reported by the mortgage company. I am a XXXX veteran, retired from the XXXX, My wife is also a veteran of the XXXX. We shouldn't have to be spending our time, hours on end, trying to fix this issue ) When a company services VA loans they should be respectful of the customers they are serving.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-05-10
Katonah, NY
Closing on a mortgage
Mortgage: Conventional home mortgage
Complaint: On XX/XX/XXXX our mortgage broker at XXXX XXXX negotiated a 30-day rate lock with Freedom Mortgage at 4.375 % with the cost of 1.092 % ( points ) to obtain the rate. We have written verification between us and the broker. The broker has phone records between XXXX and Freedom Mortgage as they verbally went through the process with Freedom Mortgage.
On XX/XX/XXXX we received an email from Freedom Mortgage with secured documents to sign and verify. When we observed the paperwork our cost to close increased by over {$16000.00}. Freedom Mortgage listed in their disclosure that a cost of 3.776 % ( points ) would be needed to obtain the 4.375 % rate.
On XX/XX/XXXX when our broker contacted Freedom Mortgage they claimed it was a " computer error '' that displayed the 1.092 % rate. There was no contact with the broker on this " error '' between XX/XX/XXXX and XX/XX/XXXX. There was no documentation sent to the broker after a verbal walk-through of the numbers upon locking the rate. We were sent documentation by Freedom Mortgage to sign, lock, and prepare to close without the primary negotiator, our broker, being notified.
We find this highly problematic that Freedom Mortgage ( 1 ) did not notify the broker responsible for the transaction of this " error '' ( 2 ) did not disclose any error to us ( the loan recipient ) and ( 3 ) blame it on a computer error though Freedom Mortgage verbally confirmed the entire process with our broker AND avoided any contact with the broker afterwords. This contact is considered, by me, to be phone or email.
Freedom Mortgage was contacted on XX/XX/XXXX and will not return to the agreed upon terms of the week prior. We are now paying 1.3 % ( points ) to move our rate down to 4.6xx %. This is and increase in closing costs, an increase in monthly payments, AND an increase in overall payments to Freedom Mortgage. We have a contractual closing date to meet and this tactic is basically forcing us into worse terms and greater benefit for them.
Overall, I am concerned with the " bait and switch '' tactic employed by Freedom Mortgage when they provided terms, verified terms, changed terms, and did not disclose the change until a document had to be verified a week later. Personally, I do not believe it is a " bait and switch '' but rather Freedom Mortgage reneging on an agreed upon rate. If I were to do that with my mortgage they would seize my property.
I am also concerned with how many others may have been affected by this " computer error '' ( if there even was one ). On any given day I could only assume hundreds, if not thousands, of people come to terms with Freedom Mortgage. If they employed the same tactic with others, were the customers aware of the change when they signed the papers? Did they feel pressured to sign because a mortgage, even at a higher rate, is better than no mortgage?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-05-10
Clinton, MD
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
2018-05-10
Fresno, CA
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Account status incorrect
Complaint: MyXX/XX/XXXX bank statement shows payment withdrawn XX/XX/XXXX and have delivery confirmation that payment was delivered onXX/XX/XXXX. While I understand that a late fee is assessed ( included amount in payment ) the final monthly payment was made within same month and I should not have been reported as late to credit bureaus. I provided information to company but they have refused my documentation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-05-10
Carson, 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
2018-05-10
Mabank, TX
Trouble during payment process
Mortgage: FHA mortgage
Complaint: The home was refinanced by Freedom Mortgage in XX/XX/XXXX for a lower interest rate, which lowered the total monthly payment. All of XXXX the monthly payment stayed the same. In XXXX XXXX Freedom Mortgage sent a letter stating the escrow had a {$2900.00} shortage. A payment of {$2900.00} was needed or a new monthly payment of {$1600.00} would be required. I noticed the property taxes had increased drastically through the 3 years of living at the property. I had filled for a homestead exemption which was retroactive for XXXX and XXXX property tax 's paid. The refund amount for XXXX was {$380.00} and XXXX was {$510.00}. I had sent Freedom Mortgage the information about my homestead exemption on XX/XX/XXXX. Freedom Mortgage was also notified on the same date of the overage that was paid for the 2 prior years. They told me a ticket was made to refund me my overages and a reanalysis of my escrow account. Freedom Mortgage notified me I would receive my refund in 3-4 weeks and reanalysis was being processed. I would call back at least 1-2 times in a week to inquire about my new mortgage payment due to the reanalysis. Every time I called I was told to call back in a few days due to the reanalysis was incomplete. Freedom Mortgage operators stated to wait for reanalysis due to the increased payment that had gone into effect. The payment could be made in a few days once the reanalysis was completed. During this time I was receiving late remarks on my credit report, letters of delinquency, and letters on my front door of delinquencies. I made a payment XX/XX/XXXX due to all of the negative information. On XX/XX/XXXX Freedom Mortgage notified me that the 2 tax refunds were not being sent back to me. This was the first I had about not getting the tax overages I had already paid the 2 prior years. On XX/XX/XXXX Freedom Mortgage had placed a ticket for a mortgage reanalysis. I was furious because I had been asking for this to be done since the last week of XX/XX/XXXX. Freedom Mortgage once again asked me to call back on XX/XX/XXXX for the reanalysis to be completed. I called back today ( XX/XX/XXXX ) with Freedom Mortgage having no answers. I asked to speak with a supervisor and was told I should expect a call within 48 hours. I received a letter ( XX/XX/XXXX ) stating Freedom Mortgage needed an additional 15 business days to complete reanalysis. My request was sent on XX/XX/XXXX with proper documentation for reanalysis. It has now been 31 business days since first request and know won't be completed until XX/XX/XXXX ( total 42 business days for reanalysis ). On XX/XX/XXXX Freedom Mortgage operator notified me that she was not responsible for what the other operators had stated to me during the last 31 business days prior. In total I have received 3 different statements ( all 3 are different ) about my escrow. Its hard to understand how on XX/XX/XXXX the ticket was submitted for the escrow reanalysis. There seems to be no business integrity with Freedom Mortgage and their clients. Freedom Mortgage has been in this business for years and this issue shouldn't happen with me or anyone else. I should not have to literally pay the price due to a company with the years and knowledge of Freedom Mortgage.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-05-09
Carson, 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
2018-05-09
Claiborne, LA
Incorrect information on your report
Mortgage: VA mortgage
Complaint: Regarding : XXXX XXXX and XXXX XXXX 's Freedom Mortgage Home Loan Acct # XXXX Today, I am writing on another matter. I am in the process of obtaining a security clearance with my job and they pulled my credit report. Your company is listed, as items ( late payment ) that are preventing me from obtaining my clearance. I know we just resolved this account in XX/XX/2017, and it has already been updated to Paid in Full, however, I am asking if the account can be completely removed off my credit report for XXXX XXXX and XXXX XXXX 's Freedom Mortgage Home Loan Acct # XXXX.
Obviously, I need my job, especially since I am just starting to bounce back on my feet after my health issues that prompted our financial relationship in the first place. I would be absolutely elated if this would be possible.
Sincerely, XXXX 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