FREEDOM MORTGAGE COMPANY

2018-05-08

Palmdale, 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

Timely Response

2018-05-08

Marlboro, MD

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

Timely Response

2018-05-08

Metairie, LA

Closing on a 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

2018-05-07

Lenoir City, TN

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

2018-05-07

Birmingham, AL

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

2018-05-07

Chula Vista, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Freedom Mortgage made a mistake servicing my loan, the problems were resolved, Freedom mortgage admitted that they made an error servicing my loan but in the process they negatively marked my credit history. Calling them, sending them the requested documents has not resolved the issue of the credit damage. They have refused to remove the mark on my perfect credit history.This effects my clearance for my government contracts, and also my financial future
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-05-04

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

Timely Response

2018-05-04

Bellaire, TX

Closing on a mortgage

Mortgage: Conventional home mortgage

Complaint: In early XXXX my mortgage servicing company was transferred from XXXX to Freedom Mortgage. On XX/XX/XXXX I called and requested a payoff amount to pay off the remainder of my mortgage. Freedom Mortgage would not give me a payoff amount unless I agreed to pay a {$30.00} request for payoff. I explained to Freedom Mortgage that my loan has no prepayment penalty so {$30.00} request was not in terms of my agreement. I then ask if I just sent in the balance with an adjustment for interest would that be acceptable. The lady indicated that I still had to pay {$30.00}. I refused to pay the {$30.00} and sent in the balance of loan plus 7 days interest. I have called almost daily since my bank ( XXXX ) sent the check on XX/XX/XXXX to Freedom Mortgage to see when it will be posted. Freedom Mortgage continues to say they do not have the check and in the meantime I am accruing interest. Since XX/XX/XXXX, XXXX has post mark my check 2 to 3 days before the XX/XX/XXXXof each month and Freedom Mortgage has applied balance on XX/XX/XXXX of each month. Now they have conveniently misplace my check while I continue to accrue interest. Per my calculations, I now owe additional interest because they have lost my check.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-05-04

Peoria, AZ

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

Timely Response

2018-05-04

PA

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

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

Their investigation did not fix an error on your report
Complaint: Freedom mortgage is the institution who is responsible for our loan. y nXX/XX/XXXX we summited our payment thru their online services as we did every month. We received a confirmation number that the payment was process correctly like we do every month. On XX/XX/XXXX ( approximately ) we received a letter from them that they never received the payment, when I logged in to my account I find out that they where correct. They express to me that the payment got reverse because an error on the routing number I told them how is that possible if in the past we have entered the wrong routing number and the system will give you an error in the page. After giving us poor excuses I told them that I logged in and the payment showed as reversed but that we do have a problem with making the payment. We proceed to make the payment over the phone they offer to remove any late fee and charges without us even asking because they understood their was an error on their end. On the XX/XX/XXXXwe received a credit alert from 2 of the monitoring company that we use that we missed a payment we got the letter on the XX/XX/XXXX and we call the same day and made the payment. We reach out to Freedom Mortgage on the XX/XX/XXXXand explain again the situation first they couldn't open an investigation because they couldn't find my account number we gave them names on the loan, address, a correct phone because they had a wrong one also provided them the loan. After that they emailed us back on because they said that they needed more information we send picture of their website showing them what kind of error their system will give you when the account or routing number doesn't match. After that they requested proof that the money was there when the transaction was made, we send that information proving that there was more than enough then they send us another letter on XX/XX/XXXX that they were unable to honer our request.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-05-04

Chicago, IL

Incorrect information on your report

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

Account status incorrect
Complaint: This is the letter I faxed to Freedom Mortgage on XX/XX/XXXX. The letter details the unlawful and false credit reporting practice of my current mortgage company, Freedom Mortgage. XX/XX/XXXX Attention Freedom Mortgage : You have incorrectly reported a 30-day late payment of my mortgage to the credit bureaus back in XX/XX/XXXX. I called back in XX/XX/XXXX, spoke to a customer service representative, and she told me that I was up to date on my mortgage. I wrote a letter back in XX/XX/XXXX ( attached ) and received a reply ( attached ) that is still incorrect and against the law. Your false reporting is not only damaging to my credit score, but makes it difficult for me to refinance this mortgage. Your incorrect reporting practices are harmful, false, and against the law. The damages are extensive because of the incorrect information you provided to the credit bureaus ; my credit score has suffered unlawfully since last XX/XX/XXXX. Your mistake has cost me time and money. This includes an interest rate on a loan that was higher than it should have been as I have been required to pay a higher interest rate for this loan. I have attached the following documents ( which I reviewed with the customer service representative last XX/XX/XXXX when I called ) that prove you have made a huge mistake. Obviously, you need to make amends ASAP. Documents included : 1. Document # 1 : Letter I sent to you XX/XX/XXXX demanding you fix the credit reporting mistake you made. 2. Document # 2 : Letter from XX/XX/XXXX detailing your ( unlawful and incorrect ) response to my letter dated XX/XX/XXXX. 3. Document # 3 : Letter dated XX/XX/XXXX that states XXXX XXXX XXXX will begin accepting your payments on XX/XX/XXXX. THIS LETTER IS DATED XX/XX/XXXX! This letter also states, Under Federal law, during the 60-day period following the effective date of transfer ( which is clearly stated as XX/XX/XXXX ), a loan payment received after the due date MAY NOT BE TREATED BY THE NEW SERVICER AS LATE. 60 days after XX/XX/XXXX was XX/XX/XXXX. 4. Document # 4 : Letter dated XX/XX/XXXX that states a totally different transfer date of XX/XX/XXXX. This letter is dated XX/XX/XXXX! 5. Document # 5 : Letter from XXXX XXXX stating the mortgage will be transferred effective XX/XX/XXXX stating, Freedom Mortgage will collect your payments going forward. Your new servicer will start accepting payments received from you on XX/XX/XXXX. 6. Document # 6 : Payment conformation that I submitted my payment to XXXX XXXX on XX/XX/XXXX. 7. Document # 7 : Letter stating you received a payment of {$6600.00} ( payment for the XX/XX/XXXX and XX/XX/XXXX mortgages ) on XX/XX/XXXX. ( The 60-day grace period under federal law would have expired XX/XX/XXXX. ) The complete payment was received XX/XX/XXXX. Not only has your mistake cost me time and money, you continue to fight the factual evidence that proves you wrong. Please make amends now. I have spent over 10 hours collecting data and responding to your errors. My salary is $ XXXX/hour. You, therefore, owe me {$500.00} for the time and energy I spent refuting your false and illegal claims. Reporting negative information to the credit reporting bureaus seriously impacts consumers in an extremely negative way. You must make sure that this information is reported correctly. In addition, you must not push back on consumers who are following the law and paying what they need to pay when they are required to pay it. I am shocked that your company is still in business. Are you harming the spending power of Veterans and the population of US citizens who need to take out FHA loans? In other words, by making false claims, are you harming the most vulnerable citizens in our country? I can only assume that you owe thousands of dollars to thousands of citizens for your false and harmful reporting of credit information, thus harming their ability to borrow money and lead productive lives. Shame on you. You must correct this mistake as soon as possible and make amends for your unlawful actions.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-05-04

ID

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: XX/XX/XXXX My auto payment for XXXX was deducted from my checking account and paid to my mortgage lender Freedom Mortgage.XX/XX/XXXX I received a call in the evening stating they had not received my payment and were calling to collect. I checked my account it had been debited and upon further discussion learned that my payment had increased to XXXX due to an escrow shortage and a letter had been sent to notify us. We had been on vacation when the letter was sent and missed it because they send a ton of mail. So while they had received my payment, it was in a holding account because it was not the full amount and had not been credited. I immediately gave them my card number to debit the additional XXXX and was informed there was also a late fee of XXXX. It was late, so I paid it but the customer service associate said he would submit a request to have it waived. After getting off the phone, I was questioning whether or not fair lending laws allow a late fee of that amount because I work at a bank and my memory was that lending companies can't charge more than the amount that is late in fees. I looked up state law as well, Idaho Statute Section 28-42-301 ( 2 ) XXXX XXXX XXXX XXXX ; With respect to a regulated consumer loan secured by a security interest in real property which is used or expected to be used as the residence of the debtor which is not a precomputed regulated consumer loan, the parties may contract for a delinquency charge on any installment not paid in full within fifteen ( 15 ) days after its scheduled due date in an amount not exceeding five percent ( 5 % ) of the unpaid amount of the installment, or XXXX dollars ( {$15.00} ), whichever is greater. The request was denied so I called customer service to discuss. I was told it was denied and there was nothing that could be done so I asked to speak to a supervisor. I was then told I wasn't allowed to speak to a supervisor per their new policy that the representative that answers the call has to resolve the issue and because it was resolved there was nothing more she can do. I asked to speak to a supervisor several more times and was denied and offered an email address to lodge my complaint. She finally transferred me to another department and I explained the situation and the law to two additional people. One of whom explained to me that the late fee amount is 4 % of the amount of the monthly payment and when you don't pay the full amount of your monthly payment none of it is credited to the account - the mortgage co holds it, and that is why they charge the late fee on the total amount of your monthly payment not just what is late. I explained that is where they are violating lending laws as I understand them and shared the ID statute that it should only be on the unpaid amount. She finally agreed to try to remove the charge but told me she didn't know how because once a charge is made there isn't a way to credit an account back but she would take care of it. Her name was XXXX XXXX. I told her I was perfectly fine with being charged a {$15.00} late fee because the amount was late but 111 % was not acceptable. When doing my taxes recently I noticed the fee had not been credited back. I am tired of fighting with the company. This was the second time I have called them out on lending practices, the previous was during our refinance the prior XXXX which they admitted and reconciled but I am concerned for people who don't know and are being taken advantage of.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-05-04

Odell, OR

Applying for a mortgage or refinancing an existing mortgage

Mortgage: VA mortgage

Complaint: freedom mortgage lower the vaule of house on paper XXXX. so they could charge me XXXX for mortgage insurance. l went from a arm to a fix same company same home. call company said it was because of a va loan fee. not true have 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

2018-05-03

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

Timely Response

2018-05-03

Davie, FL

Trouble during payment process

Mortgage: FHA mortgage

Complaint: We initially filed a complaint with the Consumer Finance Protection Bureau on XX/XX/XXXX regarding our disaster modification to which we received a response from XXXX XXXX XXXX on XX/XX/XXXX informing us that the late fees assessed were removed and future late fees would not be assessed. Additionally, we were told that the forbearance would continue through the end of XX/XX/XXXX at which time the disaster loan modification would be processed and that an application would not be required. The dealing with Freedom on this disaster modification has gone from a comedy of errors to negligence and incompetency to gross negligence. On XX/XX/XXXX we received a letter dated XX/XX/XXXX from Freedom Mortgage informing us that as a result of RESPA and the 60-day rule that Freedom would report our account as delinquent onXX/XX/XXXX. I immediately telephoned Freedom and after not getting a resolution, I asked to speak to someone in the escalation department and was told that I have been assigned a Single Point of Contact and that because I was current on the mortgage prior to the disaster, that in accordance with Mortgagee Letter XX/XX/XXXX issued by HUD it was a straight forward process and should be resolved within 2 weeks and the reporting would not be an issue. In reviewing our credit report, Freedom reported to the various credit agencies as the mortgage as being delinquent on XX/XX/XXXX ; a violation of RESPA requirement stated in their XX/XX/XXXX letter. Over the course of the last 4 months we have telephoned Freedom over 20 times, only to be told we need to resubmit the same material we have been submitting since XX/XX/XXXX. I called Freedom again last week and was told that before I can have the disaster modification I need to complete a trial period. This too was incorrect information provided, for one, we have been paying the mortgage, and secondly as stipulated in HUD Mortgagee Letter XX/XX/XXXX, a Trial Payment Plan ( TPP ) is not required before completion of a Disaster Rate and Term Loan Modification or a Disaster Standalone Partial Claim for a Borrower who was current or less than 30 days past due as of the date of the applicable Disaster Declaration. Quite frankly, it is clear to me that Freedom has no idea what is going on or what to do, even though HUD has clearly outlined the policy. As a result, they are now reporting a delinquency to the credit agencies, won't return a phone call to address the issue, and fail to finalize the disaster modification. As a result of Freedoms gross negligence, this negative reporting is now causing issues professionally. In addition to this complaint I am also filing a complaint with the Florida Office of Financial Regulation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-05-03

CO

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

2018-05-02

Russell, IA

Incorrect information on your report

Mortgage: Conventional home mortgage

Complaint: I would be very VERY cautious before ever EVER getting a mortgage with XXXX XXXX. If you do you will be inundated with mail and email solicitations trying to get you to refinance. The mail solicitations they make look like something you need to open and when you do it will just be another sales pitch. You get so many that you begin to routinely throw them away rather than waste your time ... but beware ... in the process you might throw away their annual escrow analysis. So even if you have the mortgage set up to be automatically paid by your bank 's bill pay system, you will suddenly not be paying enough. They will call you and email you non-stop to refinance you but will they tell you your payment was a little short? Nope!! So although you send them your payment, they will take the payment and sit on it ... and not apply it ... because it wasn't the new full amount. Then they will report you late to the credit bureau. They never sent it back they never called me to let me know they were just holding it in limbo. Instead they reported it 1 times 30 days late on my credit report despite that I had paid on time just was short by their new escrow adjustment. I brought this to their attention and asked them to correct the error since they actually had almost the entire amount of my payment. Their response was " This correction would be considered a courtesy and we are unable to honor the request. '' Again, be wary of doing business with this company. They are very dishonest. My credit history is spotless except for this because I always pay my bills on time. Please help me get them to fix this error.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-05-02

East Troy, WI

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: We are filed a Chapter XXXX bankruptcy. During the bankruptcy our mortgage company freedom mortgage refuse to talk to our attorney is at XXXX XX/XX/XXXX XXXX law offices. Once we discharged they spoke with us and for the last seven months weve been going through loss mitigation. They keep denying us due to lack of information. And when we appeal that they state that they didnt receive some forms which we have sent so weve been going back-and-forth nonstop and now theyre telling me that the forms that we filled out our from XX/XX/2015 and are no good. But they are the farms that they kept sending us. I feel as if they are prolonging this issue so they can put our house on the foreclosure and I would like some information on how to stop this
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-05-01

Rncho Domingz, CA

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: Hello, I am writing to you because it is almost 6 months since I called my mortgage FREEDOM Mortgage asking for help to save my home. at the beginning they told me to provide a list of documents in order to be reviewed. I faxed, mailed, and email all documents requested, never got a call back from anyone. I called and I spoke to XXXX XXXX who told me he was the XXXX for the department and he told me he apologize but they forgot to review my account. I asked them the reason why no one never return my calls after numerous times. he stated that the person assigned to the file left on vacation and didn't get a chance to review my application. He also told me that I had to re submit my application since they lost the documents. I re fax all the documents 2 days later and now XXXX XXXX XXXX ( manager - Toll Free XXXX ext XXXX & XXXX XXXX ) refuses to return my call. I called again and I was able to get a hold of another manager who stated that XXXX XXXX XXXX left the office on vacation and they had no access to my loan modification application. I am very frustrated since FREEDOM Mortgage keeps playing games with my loan modification application and now they are refusing to return my calls. Please help since it is almost 6 months trying to get help and FREEDOM Mortgage keeps manipulating my request to get me out of the program. 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

2018-05-01

Garrett Park, MD

Struggling to pay mortgage

Mortgage: VA mortgage

Complaint: The lender is aware that I am XXXX in the military and they scheduled a sale date on my property. They have advised me that it should have never happened and they can not stop it now.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-04-30

Johns Creek, GA

Trouble during payment process

Mortgage: VA mortgage

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

Timely Response

2018-04-30

Sulphur Spgs, IN

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My name is XXXX XXXX. I am a customer of Freedom Mortgage. My loan number is XXXX. After reviewing my recent mortgage statement I saw that the price had increased. I called Freedom Mortgage to ask why and they stated that it was due to an escrow shortage. The shortage is due to Freedom Mortgage paying XXXX money from my escrow account to another XXXX Policy Holder. This shortage is a result of discrepancy between Freedom Mortgage and my home owners insurance policy holder XXXX. XXXX XXXX is the Senior Premiums Receivable Specialist at XXXX. She reported to me that Freedom Mortgage sent a check to XXXX for {$1000.00} on XX/XX/XXXX. The check number was XXXX, attached t that account number was a policy number of XXXX and a loan number of XXXX belonging to someone named XXXX XXXX. Freedom Mortgage then sent another check ( XXXX ) for the same amount on XX/XX/XXXXwith the XXXX Policy number belonging to XXXX XXXX but with my name and my Freedom mortgage loan number. My only policy number XXXX was not on the check or payment stub. A review of the account for XXXX XXXX shows that on XX/XX/XXXX a refund of {$1000.00} was issued and cashed. I have attempted to contact both parties to remedy this. Freedom Mortgage has made the mistake of paying XXXX to cover another account out of my escrow account. However it is my belief that insurance companies need to make requests for these payments from mortgage lenders so I am not sure which one of these companies are at fault. What is clear is that my wife and I are a victim of this mistake and I would like for the consumer protection bureau to investigate this for me as I have been asked to continue to pay the increased mortgage amount and no one has guaranteed that this money will be returned to my account. Another concern is the ease as to which the name and policy number of the person who received the over payment was given to 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

2018-04-30

Hghlnds Ranch, 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

2018-04-30

Debary, FL

Applying for a mortgage or refinancing an existing 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

2018-04-30

IL

Trouble during payment process

Mortgage: VA mortgage

Complaint: I went on Freedom Mortgage 's web site to pay myXX/XX/XXXX mortgage payment on XX/XX/XXXX. The site did not take the payment so I called Freedom Mortgage and they told me to resubmit the payment on XX/XX/XXXX. On Sunday XX/XX/XXXX I went to XXXX XXXX to get cash from my ATM and noticed my account was {$910.00} over drawn. I went home and checked the Freedom Mortgage site and determined that myXX/XX/XXXX mortgage payment was paid on XX/XX/XXXX andXX/XX/XXXX, duplicate payments. I called Freedom Mortgage Monday, XX/XX/XXXX and they would not reverse the duplicate payment so I'm filing this complaint.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response