FREEDOM MORTGAGE COMPANY

2018-04-18

Ft Lauderdale, FL

Applying for a mortgage or refinancing an existing mortgage

Mortgage: FHA mortgage

Complaint: We were affected by hurricane Irma. After the hurricane we were contacted by our servicer XXXX about a forbearance and loan modification as a result of setbacks caused by the hurricane. We submitted the application all of the materials for the loan modification only to learn that our loan would be serviced by Freedom Mortgage. I notified Freedom of the dispute within the 60 day timeframe and the correction was never made. Upon following up again 2 weeks later, we were then told to resubmit the loan modification application and supporting material which we did 4 months ago. We called numerous times to follow up on our application only to be told it wasnt time to process the loan modification that we were in a forbearance. 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. In XX/XX/XXXX I finally 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. Since that time I have called at least once a week to talk to the single point of contact assigned to me ; over the 6 week period and multiple messages I have yet to have a return phone call, and email, or any form of communication from that individual. The only letter I did receive was to let me know that now Freedom would be reporting me to the credit agencies for being delinquent over 120 days. This is completely unacceptable, especially since I have been paying the mortgage and the delay was not caused by me. The delay was the direct result of Freedom not resolving the issue upon the transfer of the servicing as required and furthermore, stringing out the process. 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.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-04-18

Soquel, CA

Credit monitoring or identity theft protection services

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

2018-04-17

Syringa, VA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: In XX/XX/XXXX I closed on my home HUD ( XXXX XXXX XXXX XXXX XXXX, VA XXXX ) at closing, as is common, I prepaid homeowners insurance for 12 months. Within the first month, I began receiving late notices with regard to my homeowners insurance being late however, it had been paid in full at closing. My lender ( Freedom Mortgage ) was also contacted by the insurance company regarding the insurance and subsequently, I received correspondence threatening forced placed insurance. I contacted Freedom Mortgage and my insurance company to no avail. On or about XX/XX/XXXX, I had been forced into a situation where I had to take action. I contacted a new insurance company ( XXXX ) and obtained new homeowners insurance. Within 30 days, I eventually received a refund check from XXXX XXXX XXXX when they realized they had alread been paid. On or about XX/XX/XXXX, I received a letter from Freedom Mortgage that my escrow account was short. I contacted Freedom to be informed that they found my account to be short thousands of dollars! Upon further investigation, about 2 weeks later, I discovered that Freedom Mortgage had, without my knowledge or consent, paid over {$1000.00} additional out of my escrow account in homeowners insurance ( knowing it had been paid at closing only 30 days earlier ). The customer service representative seemed as shocked as I was when we discovered where the monies had gone. However, I was subsequently informed that I would have to recover the missing funds, was provided no time to recover the money, and was provided no assistance with documents I requested regarding pay outs, etc. I was also informed I would need to pay additional payments as they were raising my monthly mortgage payment. I sent a letter to Freedom Mortgage on or about XX/XX/XXXX requesting they temporarily return my payment to its original amount, provide payment related documents, and assist me in the recovery of the missing money they had mistakenly paid out. I have received threatening calls and multiple collection/threat letters, but no answer or assistance from Freedom Mortgage. I can't even prove any additional monies were paid out without their assistance. I had no knowledge of any additional payments erroneously paid by Freedom Mortgage and believe it is ludicrous that I should be blamed and saddled with the burden of inflated monthly payments and the collection of my money which had been held in trust by Freedom Mortgage. I will work with the lender to solve this issue but I need assistance. I did not have any idea that these funds had been mishandled and should I have known, I could have been attempting to correct the issues. Please feel free to contact me XXXX. Thank you, 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

2018-04-17

Friendship, NC

Struggling to pay mortgage

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

2018-04-17

FL

Trouble during payment process

Mortgage: VA mortgage

Complaint: We closed on our home XX/XX/2017. We had already paid for homeowners insurance for a full year in advance to closing. Also, my husband is a XXXX XXXX XXXX XXXX XXXX Veteran and so is Tax exempt in Florida. Our loan broker was XXXX XXXX with XXXX XXXX. We informed him up front that we did not want to use Freedom Mortgage. Within 30 days of closing we received a letter stating Freedom Mortgage would be our new mortgagor. We made our payments as described and agreed upon in our contract. However, Freedom Mortgage, cashed our checks and held the money not applying it to our loan. We called them, faxed them, emailed them and hand wrote them using the USPS with certified mail numerous times giving them copies of our contract, proof of tax exempt status, prepaid Homeowners insurance for a year in advance and even had the insurance company verify the insurance status. Freedom Mortgage continued to cash our checks and not apply them to our account and added late charges onto our loan. In fact they reported us as late payments every month on our credit report which has ruined our great credit, caused unbearable stress and embarrassment. We do not know what to do.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-04-17

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

2018-04-17

TN

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Freedom Mortgage Paid my property taxes and also my father 's property taxes from my escrow. Property Taxes were due XX/XX/XXXX. My dad cant pay his because freedom mortgage has already paid them with my money. In XX/XX/XXXX i called freedom mortgage to fix this problem. They told me I need proper documentation. On XX/XX/XXXX, I faxed them the proper paperwork and a statement saying I wanted this fixed. I called them again They said it would be fixed before taxes were due. I checked my account and nothing was done. I called them back. They said that the other people i had talked to previously had done nothing, but he would make sure it was taken care of this time around XX/XX/XXXX. I get a letter stating my house payment is going up From {$530.00} to {$800.00} Because the escrow went up to Pay for Property taxes. It showed the projected property taxes for next year and my dad 's is still on there. I called them back on XX/XX/XXXX, they said the escalation team will take care of this. The " Escalation Team '' called me back on XX/XX/XXXX and said it looks like it didn't get taken care of by the projected date. If its not fixed by XX/XX/XXXX, My house payment will be almost too high for me. Freedom Mortgage is hurting not only me but my dad can't pay his taxes and will be charged late fees. My dad and I have the same first name, Different Middle Names, and Different addresses. I called the tax office and they said freedom mortgage hasnt even begun to fix this problem or called them at all.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-04-17

Grover Beach, CA

Trouble during payment process

Mortgage: FHA mortgage

Complaint: loan # XXXX I refinanced my Mortgage after it was transferred to Freedom Mortgage phone # XXXX, spoke with XXXX ID # XXXX In the process of refinancing both myself and my refinance escrow company spoke with Freedom about a payoff and refund of my tax impound account. I was first told that they would send a refund check to me when the mortgage payoff was made to them. The payoff was made on XX/XX/18, from XXXX XXXX XXXX, the balance due me from the escrow account was XXXX and instead of sending it to me after it closed they send it to the County of XXXX XXXX XXXX on XX/XX/18 to double pay the taxes I already paid through escrow so that the new loan would fund. Upon calling both the County of XXXX XXXX XXXX and Freedom Mortgage I can now not get that refunded to me in any timely manner. It takes a month for the County to refund Freedom Mortgage and up to 30 days for Freedom Mortgage to refund me after they get the money from the County.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-04-17

Bellaire, TX

Trouble during payment process

Mortgage: FHA mortgage

Complaint: I purchased my home in XX/XX/XXXX. XXXX XXXX sold the FHA loan to Freedom Mortgage soon after. Before my first mortgage payment on XX/XX/XXXX, Freedom Mortgage sent me a letter reducing my monthly payment from an estimated {$2800.00} to {$2000.00}. My guess because the XXXX County Appraisal District was showing the home as unimproved, but I was never given a reason. From XX/XX/XXXX to XX/XX/XXXX, I made my monthly payments of $ XXXX/ month. {$1500.00} was principle and interest and {$530.00} was to my escrow account for taxes and the FHA PMI totaling {$6400.00}. Then in early XX/XX/XXXX, I received a refund of {$960.00} dollars for paying too much into my escrow. But according to Freedom Mortgage, they paid {$13000.00} for XX/XX/XXXX taxes and insurance and never made me aware of the shortage of escrow payments. So I continued to make my payments of ~ {$2100.00} for most of XX/XX/XXXX. It was not until XX/XX/XXXX that I was made aware of the " increased taxes '' from Freedom Mortgage due to the home now being calculated as improved with the appraisal district. So XX/XX/XXXX Freedom Mortgage made another payment of {$13000.00} for my taxes and insurance. Now, a year after the first payment of ~ {$13000.00} was made, they decide to make me aware of the shortage by sending me a letter stating that I have a shortage in my escrow account and that I need to pay {$16000.00} to " catch up '' and create a " cushion '' in my account. If I can't pay the $ XXXX, then my monthly mortgage payment goes up from {$2100.00} to {$4000.00} per month! This was completely insane! How could they delay telling me for a whole year!! In XX/XX/XXXX they could of told me I was short and I could made the adjusted payment then. I could of paid out any shortage and avoid such a high increase to my monthly payment. Now here we areXX/XX/XXXX. I still do not have the problem resolved with Freedom Mortgage! I have spoken to about 10 different representatives over the last 4 months and I've had 2 different loan officers assigned to my account. I've been told I qualify to 4 different modifications over the last 4 months. First I was issued a spread of the $ XXXX escrow shortage over the next 5 years increasing my payment by {$260.00} per month, plus what I should of been paying for principle, interest, & taxes of {$2600.00}. Then another representative says I qualify for Hurricane Harvey disaster area assistance. Then I was offered a " loss mitigation '' package requiring me to send them numerous documents from tax returns, to profit/loss statements on my side business, to bank statements and pay stubs. In addition, I had to write a letter stating why I needed to be on this lost mitigation modification. Still nothing! Last week XX/XX/XXXX I spoke to my 2nd assigned loan officer, and he stated that I did not need to send in any of the above documents at all. He stated he was perplexed at why I was asked to send! He stated I could of been placed in an FHA program that basically puts the outstanding amounts into an FHA loan that gets paid either when I sell the house or at the end of my 30 yr mortgage. This was the first time in 4 months of phone calls, almost every week, to Freedom Mortgage that I had been offered this program. So now I've been asked to send in Child Support Court Orders ( which is deducted from my bi-weekly payroll and is a line item on my pay stubs already sent in ) and Profit/loss statements for XX/XX/XXXXand XX/XX/XXXX. I don't feel confident that this will get resolved anytime soon and I don't know what else to do. I have consulted with an attorney in XXXX and the best he offered was placing me in Bankruptcy. This was out of the question. I don't feel like I being treated fairly and that now I'm having to pay more for their mistake. I've also tried to refinance out of Freedom Mortgage, but have not had any luck due to my current debt to income ratio. Please let me know if you require anything further and I thank you in advance for any assistance!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-04-17

La Pine, OR

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

2018-04-16

Jamaica, NY

Trouble during payment process

Mortgage: Conventional home mortgage

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

Timely Response

2018-04-16

Clarkston, MI

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

2018-04-16

San Diego, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: There is gross incompetence at Freedom Mortgage. My previous rental property loan was transferred from XXXX to Freedom for service. Freedom mixes up my mailing address with my rental property, putting the unit number for my rental unit ( XXXX ) to our mailing address. After calling Freedom repetitively, they still have trouble fixing this error. Then they sent a letter to me indicating that my home insurance did not have the right address. It did. And they make it very difficult to update information, insurance policy, correct errors either by phone or through their online system. This company is so incompetent and one wonders what other serious errors they have in their system.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-04-15

Hutto, TX

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

2018-04-13

Atlanta, GA

Trouble during payment process

Mortgage: FHA mortgage

Complaint: I refinanced my home mortgage with Freedom Mortgage in XX/XX/XXXX. At that time, I was instructed that I would have to pay MPI for at least 5 years before it could be eliminated as a requirement. The elimination factors for the elimination of MPI were 80 % equity value and no late payments. I have been in communication with the lendor of the course of the 5 years and in XX/XX/XXXX, I was told to write a letter to have the MPI dropped from mortgage after my 60th payment which was scheduled for XX/XX/XXXX. I did so and never heard back. Since then, I've written 4 letters and have had 4 phone conversations. None of my letters have been responded to and I am still paying MPI insurance. When I refinanced, the Home Value Appraisal was {$290000.00} and the refinance amount was ~ {$260000.00}. The loan balance is now {$220000.00}. which has me at 76 % equity value and I have never been late, making additional principal payments the entire life of the loan. I have requested that the MPI be eliminated and all payments starting with XX/XX/XXXX be refunded and applied as additional principal payments. Again, Freedom Mortgage fails to reply to me and take any action to remedy this situation. ( Note that Freedom Mortgage did an internal conversion about 3 or 4 years ago from their previous processor, XXXX, to their own processing system. It seems that at that time, Freedom Mortgage inaccurately converted my loan balance into the appraisal value field. I have provided them the documentation from the loan closing showing that the value appraisal was $ XXXX, not $ XXXX. I do not want to pay for their conversion 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

2018-04-13

Alameda, CA

Trouble during payment process

Mortgage: Conventional home mortgage

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

Timely Response

2018-04-12

Oxford, GA

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: To Whom it may concern, I, XXXX XXXX, have been going through this lost mitigation process for about 3 years now. Unfortunately and unexpectedly I lost my employment in XX/XX/XXXX. I contacted Freedom Mortgage immediately and started the process of a loss mitigation. It is now XX/XX/XXXX and I am still going around in the same circle with Freedom Mortgage. I have been sending documents every time they requested it. I finally got a non profit involved in XX/XX/XXXX with XXXX and even with XXXX no one can get Freedom Mortgage to do what they say they are going to do. They give us point of contact which I cant nor XXXX can get in contact with. In one letter its everything is good and in the next letter its your denied because of a form. The same form which is the XXXX Freedom Mortgage will say you have this amount of time to turn these documents in that your missing. I will email and XXXX will email but they still say the documents are missing. I am trying to get help in saving my home. I have been told and I feel Freedom Mortgage is violated this law and that law but XXXX or anybody can't do anything Freedom Mortgage. Because it is public record our home is coming up for foreclosure I get a lot of advertisement letters and calls from people even Freedom Mortgage has called as one of these advertisements saying they help when I say I am currently in the process with you guys in a loss mitigation they say oh well thank you for your time and good luck with that. I have put in a new application with Freedom Mortgage with tryin to use my VA and of course was denied. I don't know what or can help me to get Freedom to stop this. I am starting to feel like they are above the laws.I have in the past used certified mailed, faxes, and lastly emails. And the company still says that they didn't receive the information requested. I have been sending the same thing over and over for the past 3 years. Thank you in advance for your help in this pressing matter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-04-12

Atl, GA

Incorrect information on your report

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

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

Timely Response

2018-04-12

Birch Bay, WA

Trouble during payment process

Mortgage: FHA mortgage

Complaint: Hello, I have a 30 year fixed rate FHA loan that was initiated in XX/XX/XXXX at 3.75 %. The loan is held by Freedom Mortgage and they have tried repeatedly to get me to refinance to a higher interest loan. The next year I bought another property to live in and started renting out the home with the FHA mortgage. Often the renters are late in paying, and in XX/XX/XXXX I had helped my son and his family move to their new duty station at XXXX XXXX. Between the two I was very late sending in the XX/XX/XXXXpayment. It was sent by my regular bank on XX/XX/XXXX and should have been received by XX/XX/XXXX. I have used this service since XX/XX/XXXXwith no issues, I thought. My regular payment is now {$1400.00} after an increase in taxes and insurance costs. I sent in {$1500.00} to cover the {$56.00} late fee I owed by that time. In XX/XX/XXXX I started receiving notices that I was over 30 days delinquent on the account. I called Freedom Mortgage to find out if they had just applied the check or had credited the check to another account by mistake. They couldn't tell me where it was and I contacted my bank to find out what their system said. It hadn't been cashed as of XX/XX/XXXX. I called Freedom Mortgage, told them I was stopping payment on the check and would pay for XX/XX/XXXXand XX/XX/XXXX as soon as my bank had the last check back in my account. On XX/XX/XXXX I scheduled payment through Freedom Mortgage 's system for the next day for {$3000.00} to cover XX/XX/XXXX late fee and the XX/XX/XXXX payment with a little extra principle thrown in. Freedom Mortgage has a note on their bills that states payments made after the XX/XX/XXXX have late fees of {$56.00} added to the bill. They applied the {$1500.00} from the stopped check on XX/XX/XXXX, miraculously finding it after I told them I was blocking it. They pulled {$1600.00} back out on XX/XX/XXXX then put {$160.00} in again ... except their system doesn't tell me where the {$160.00} went, and they charged me a late fee for XXXX. Now I have a {$20.00} fee for the stop payment that Freedom Mortgage representatives told me would not be assessed, {$160.00} I have no idea where it went, and two months of late fees pulled out of the payment made on XX/XX/XXXX. I have looked back at my bank 's records for how long they're taking to credit my payments and it looks like it averages a week, sometimes longer. Freedom Mortgage shows that almost all of the extra money I have sent has been used for " late '' fees even for those months where I can show they received their money before the XX/XX/XXXX. It seems to be a pattern where they hold on to the checks that extra bit of time so they can charge a late fee. The XXXX payment has been made ( through Freedom Mortgage 's payment system ) and I have {$110.00} for late fees charged to it ( I sent in {$1600.00} for the extra principle ), in addition to the {$110.00} charged to the XX/XX/XXXX/XX/XX/XXXX payments. For some reason they broke up the extra principle into a {$160.00} payment and a {$49.00} payment, maybe to confuse the theft of {$160.00} in XX/XX/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

2018-04-11

Rincon, AZ

Applying for a 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

2018-04-11

Everett, WA

Incorrect information on your report

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

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

Timely Response

2018-04-11

Cape Coral, FL

Struggling to pay mortgage

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

2018-04-10

Orion Twp, MI

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I received a statement dated XX/XX/XXXX from my mortgage company stating my payment was late and that I was charged a late fee. I called on XX/XX/XXXX after returning from an overseas trip and spoke to XXXX ( agent number XXXX ). XXXX explained I received a late fee because my payment was received after the grace period. I told XXXX I have confirmation from my bank indicating they sent the XXXX payment on XX/XX/XXXX and Freedom Mortgage received the payment on XX/XX/XXXX. I asked XXXX to check into why it took Freedom Mortgage ( Headquarters location is XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX, NJ XXXX ) so long to process the payment. XXXX put me on hold and contacted a team leader. XXXX came back on line and told me there was an issue at their payment processing center during the month of XXXX and that they are going to waive the late fee. I told XXXX thanks, but this is the second late fee I have been charged by Freedom Mortgage through no fault of my own and requested to speak to a supervisor. XXXX transferred me supervisor XXXX ( agent number XXXX ). XXXX told me the company had is issue with their lock box in XXXX and it caused a lot of customers to receive late payment charges/noticed. I asked him since the company knows they have an issue, are they taking corrective action automatically or are they only thanking action when customers call to complain. XXXX indicated they are taking action when customers call. He gave no indication the company is taking corrective actions for the accounts where customers do no notice the late fees. I can provide supporting documentation if required.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-04-10

Shulerville, SC

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: I started this process back in XX/XX/2017 when I applied for a short sale, and we still havent come to a resolution. This delay has caused longer delinquency. The FHA value ( loss mitigation appraisal ) was obtained in XX/XX/XXXX but then they took over a month to send us copies of the appraisal report. When they sent us the appraisal that was 2 years old, from my purchase. We responded promptly telling them this was a two year old appraisal, while they were using it to display current market value. This caused us delays on responding to the counter offer and the lender closed the file out not allowing us ample and reasonable opportunity to respond. When we did finally get the correct report we decided to file an appraisal rebuttal because the appraiser was extremely inaccurate and placed a very high, turn key value on the property. He used comparables that were in immaculate condition to reach his false value. Both the buyer and sellers agent ( my agent ) worked very hard on this. The appraiser failed to note or photograph any of the damage from Hurricanes Irma and Matthew which caused much damage to the interior, as well as water intrusion that had resulted in widespread mold growth, which was visible. We responded with the value dispute docs immediately ( supported by photos, licensed home inspection reports, & several contractor estimates ) but the lender let those docs sit without being reviewed by anyone for over a month ; contrary to the initial disclosures we received to the contrary assuring us the value dispute was in review. Their next excuse for not deciding on our value dispute was that they needed the short sale to be resubmitted with updated docs ; even though the lender closed the short sale in error originally. Most recently we have been working with a supervisor for over a month who has been trying to get the VP to respond on ordering a new valuation ( appraisal ) since theirs is over 6 mths old, and inaccurate / incomplete ; not to mention the damage to the property that occurred after their appraisal. The VP never responded and we ended up having to go over his head to try to get a response. Lastly, and most recently, there are notes on the file claiming they couldnt decision the new appraisal order because they needed the short sale package to be resubmitted ( again ) because I called in asking about foreclosure and options for a potential loan mod in case the short sale did not go through. I signed a statement saying that I wished to proceed with the short sale despite asking about alternative options and we were assured back then the file was opened back up in active short sale. This was several months ago and we are not getting any responses or communication from Freedom Mortgage. I am now sitting wondering if foreclosure is eminent, however my Realtor is checking with the county master in equity courts regularly to check on this for me. The whole reason I applied for this short sale was because I suffered a hardship and accrued an overwhelming amount of medical bills, thus causing my delinquency. While I was getting treated, my house was damaged by two hurricanes and it has continued to decay as the days pass, mostly due to moisture damage and mold growth. I am concerned now that the lender is ignoring our requests for a short sale, and ignoring our petition to order a new appraisal because the old appraisal was very inaccurate and expired. This is why I am filing a complaint against Freedom Mortgage to help with my short sale process. Side Note : This is now our third offer / buyer. They want to buy the property and this delay is also unfair to them. The previous buyer ended up backing out due to lack of progress with the short sale. Thank you in advance for any help you can provide.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-04-09

Newnan, GA

Trouble during payment process

Mortgage: FHA mortgage

Complaint: On XX/XX/XXXX I called Freedom Mortgage Company to make sure my loan payment had not changed due to receiving a renewal from my homeowner insurance company. Upon listening to the recording it stated that my XX/XX/XXXX payment was due. That was incorrect because I had paid my payment on XX/XX/XXXX through my bank online bill pay. My account showed the amount was delivered to Freedom Mortgage on XX/XX/XXXX. I spoke with the rep for Freedom Mortgage who stated they did not receive the payment. I called my bank XXXX XXXX XXXX XXXX ( XXXX ) who stated the payment was electronically processed and they should have received the payment. XXXX provided the tracking numbers to Freedom Mortgage. I was told that I would hear something back from Freedom Mortgage on XX/XX/XXXX but I did not hear from them. I call them around XXXX on XX/XX/XXXX and the recording stated that I owed for XX/XX/XXXX and XX/XX/XXXX payment. I spoke with a rep and was told that I did a stop payment on a check on XX/XX/XXXX. Which I did not do. Freedom Mortgage took my XX/XX/XXXX XX/XX/XXXXand applied to a check # XXXX in the amount of XXXX dated XX/XX/XXXX which was lost in the mail. I was advised by the local post office and Freedom Mortgage to wait before I placed a stop payment on the check due to the bad weather in Ohio in XX/XX/XXXX. On XX/XX/XXXX I put a stop payment on the check. I spoke with a rep on XX/XX/XXXX to bring my account up-to-date so I could receive my escrow check. I specifically asked the rep on XX/XX/XXXX if they had ever received check # XXXX and he stated no but the check was sent to my bank on XX/XX/XXXX and was rejected because of the stop payment. No one can at Freedom Mortgage can tell me where the check has been for a year.. My payment on XX/XX/XXXX was {$2400.00} and that payment was delivered to Freedom Mortgage on XX/XX/XXXX which brought my account up-to-date. I received my escrow check shortly after that date. I would not have received the escrow check if my account was not up-to-date. I have paid all my payments on time since bringing the account up-to-date. Now Freedom Mortgage took my XX/XX/XXXX payment and applied to the check # XXXX dated XX/XX/XXXX that had the stop payment on it. Now they are saying I owe for XX/XX/XXXX and XX/XX/XXXX as well. No one is returning my phone calls and whenever I speak with someone they are telling me something different each time.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response