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 43
2018-03-28
Gibsonia, PA
Problem with customer service
Money transfer, virtual currency, or money service: Debt settlement
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-03-28
IA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: My mortgage provider, Freedom Mortage, has refused to cancel my PMI now that the LTV is below 78 %. They are demanding that I get an appraisal and that the percentage of automatic removal is based on the age of the loan. In accordance with the Homeowners Protection Act and Consumer Financial Protection Bureau, they are required to cancel my PMI at 78 % of original value at anytime it occurs.
Per Freedom mortgage, the principal balance on the loan is {$230000.00} and original appraised value is {$300000.00} XXXX although it would be even higher than that now ). But even with these numbers, it is an LTV of 75.9 %.
I originally requested removal of PMI in XX/XX/XXXX/XX/XX/XXXX. At that time, I was told that it would be automatically removed in XX/XX/XXXX. This did not happen. I called back in XX/XX/XXXX and in XX/XX/XXXX, and I was told they would start the process. Once again, nothing happened.
On XX/XX/XXXX, I spoke with XXXX ( employee ID XXXX ). He said, and I quote, for some reason, the PMI removal process didnt start on its own when it was supposed to. He and his supervisor, XXXX, assured me that two things would happen : 1 ) PMI would be removed by XX/XX/XXXX ( 5 days from the phone call ) and 2 ) due to this being Freedom Mortgages error, wed be credited the amount that we overpaid our PMI ( IE the amount of PMI paid from the time the LTV hit 78 % to present ). XXXX said he wasnt sure if we would be reimbursed via a check or directly through our escrow, but he would have the cashiering department contact me about that. Once again, nothing happened.
On XX/XX/XXXX, I received a letter stating : for loans aged between 2 and 5 years, the LTV has to be below 75 %. We have had a loan longer than 5 years on this home, but just not through Freedom Mortgage. Please note, it was NOT by our request that Freedom Mortgage took this loan over. They simply bought the loan from our previous provider, XXXX. We should NOT be penalized for something we had no control over, and quite frankly, didnt even want. We have never had a late payment, and weve specifically been paying extra toward our principal to get PMI removed more quickly.
On XX/XX/XXXX, I called back again. I was told that PMI would be automatically removed in XX/XX/XXXX because that was the schedule, based on minimum payments, for it to fall off. When I inquired about the fact that Ive been paying extra principal for years in order to get it removed more quickly, I was very rudely told ( by XXXX, employee ID XXXX ), in so many words, that it is only 8 more months of PMI that I have to pay and to just XXXX it up.
Based on LTV, weve been wrongly paying {$110.00} of PMI for the past 13 months, and according to Freedom Mortgage, will have to continue this for another 7 months. That is {$2300.00} ( $ XXXX ) of overpayment that I should be reimbursed for.
Thank you
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-03-27
TX
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: The current loan with Freedom Mortgage corporation was acquired from another mortgage company a couple of months ago. My mortgage payment is due by the first of each month, grace period until XXXX. I use the Autopay of my bank on XXXX of each month. I checked with my bank and was told that my bank usually mail out checks a few days ahead. Freedom Mortgage deposited the checks on XX/XX/XXXX and XX/XX/XXXX. I received the late payment charge for XXXX and again on XXXX. I called Freedom Mortgage several occasions for the problem. They always blamed the USPS not very reliable, which may not be true. Finally one person from Freedom Mortgage admitted that their system was down so that they could not process payments on time. They reluctantly waived my late charges and warned me that they would not waive any more. The mortgage company put unnecessary burdens and blame on a borrower for a problem of their own.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-03-26
Salt Lake City, UT
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
2018-03-25
San Diego, 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
2018-03-25
Houston, TX
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: I wish to file a complaint against Freedom Mortgage Company.
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, NJ XXXX United States Lender NMLS ID : XXXX The companys handling of my simple request for a payoff of my deceased mothers mortgage has been despicable. I have provided the company with the documentation requested including death certificate and letters testamentary showing me as the legal and only executor of my mothers estate. It feels very much as though, for some reason, the company is stalling. Interest is, of course, accruing as this process drags on. Their total and complete lack of compassion is astounding, nay repugnant. I have spoken with no fewer than five of their employees including a supervisor and I still have received no information regarding the payoff amount. I actually spoke to one Freedom Mortgage representative who told me that, DESPITE THE FACT THAT SHE WAS AT THAT MOMENT IN POSSESSION OF AND PHYSICALLY VIEWING ALL OF THE REQUIRED DOCUMENTS, my request for a payoff amount of the loan would have to go to yet another department. The company has caused us to miss the closing date of XX/XX/XXXX and now threatens to cause us to miss the new scheduled closing date of XX/XX/XXXX.
I appreciate any assistance you may be able to provide.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-03-23
Milwaukee, WI
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: My mortgage was sold to Freedom Mortgage company. In the course of less than 6 months, Freedom Mortgage company has repeatedly mismanaged my escrow account which has lead to 1 ) a shortage in my escrow account to cover home property taxes 2 ) an inaccurate escrow evaluation on XX/XX/XXXX in spite of accurate state tax information that is available online and that I also provided via fax on XX/XX/XXXX, and 3 ) refusal to correct the inaccurate escrow evaluation in a timely manner and communicate changes to me.
I have made multiple phone calls to Customer Service both before and after requesting an escrow evaluation be completed on XX/XX/XXXX. During that call, I was told I had to provide my property tax information, which I did on XX/XX/XXXX and received an email stating that it may take up to 30 days to address my questions. No correspondence was received within that timeframe. I called Customer Service again on XX/XX/XXXX and requested an escalation of my request. I was told that I would receive an updated escrow analysis by early XX/XX/XXXX, which would be in effect for the XX/XX/XXXX payment. On XX/XX/XXXX, I logged into my account online to pay the mortgage due by XX/XX/XXXX and found an amount due that was greater than the amount on my XX/XX/XXXX statement. I made a call to Customer Service, who told me that there was an escrow analysis completed on XX/XX/XXXX and that the payment would be in effect for XX/XX/XXXX. I pointed out to her that this was in direct conflict with what I was told when I called on XX/XX/XXXX, and that no updated document was posted online nor mailed to me.
This company has failed repeatedly to handle my escrow account appropriately or communicate changes. Their incompetence has caused me to spend multiple hours on the phone with Customer Service while my escrow account continues to be under-funded and mismanaged. How can I as a consumer request a change to my mortgage lender? I would never, ever, choose this company for any service.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-03-23
Bremen, GA
Incorrect information on your report
Mortgage: VA mortgage
Complaint: I had a loan with Freedom Mortgage ( Loan # : XXXX ). For the past 4-5 months I have been going back and forth with them about notices I had been getting for a late payment. I called them 5-6 times and showed them bank records proving I was not delinquent and they kept telling me that I was right and that I had never been late. According to the reps I spoke to they had been applying my payments incorrectly causing it to look like I was late. After telling me it was fixed and taken care of numerous times I checked my credit to find out my score had dropped 150 points because they reported me as delinquent. This happened right as I was in the middle of buying a new house. Luckily the new mortgage company had already approved me but this could have been disastrous. They finally got it fixed a month or so later and my credit report was ok until XX/XX/XXXX when they reported me delinquent to XXXX again making my score drop back down. I have filed a dispute and am waiting to get it fixed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-03-23
Hernando, MS
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
2018-03-23
Hemet, CA
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
2018-03-23
Diamond Bar, CA
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-03-22
SC
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: Freedom Mortgage bought my account from XXXX XXXX XXXX XXXX several months ago and it has been nothing but a debacle since they started servicing the loan. This complaint is specific to how they are setting up bi-weekly auto payments ( not how they keep calling me to refinance even though I've requested no more calls ). Over the last 4 months they have had to reverse and reapply payments 6 times due to their errors and now I can't keep up with what is accurate. A major UDAAP concern because at this point I'm completely lost and so are the agents that I speak with.
Summary of events : XXXX XXXXXXXX - I set up bi-weekly payments. In order to do this I had to pay my loan ahead by one month which I did. I used the system to set up the bi-weekly payments, but it was very confusing because it does not clearly state what they payment amount will be. I called customer service and they informed me that I have to act as if it is a bi-monthly payment and double the amount of what I actually want coming out bi-weekly ( confusing, right? ). For example, I want to pay exactly {$2000.00} every Monday after I get paid ( bi-weekly ). In order to do this, I have to put in the system that I want my payment amount to be {$4000.00}. In a nutshell, I have to put a monthly amount that will be calculated bi-monthly, but taken out bi-weekly. Confusing, but I was fine with it and the agent was actually very helpful.
XXXX XXXX - I noticed that my first 'new ' bi-weekly auto-draft was the same amount as the old monthly auto-draft ( should have been {$2000.00}, but it was {$1900.00} ). I then noticed that there was no difference in the breakdown of how principle, interest or escrow were being applied. I called customer service and they explained to me that the first payment of the month should cover the actual payment and then the second or third payment will be principle only. I asked why the first payment didn't take half of the payment amount, apply the rest to principle and then take the second payment to cover the rest. Obviously, any time there is a third payment it should go to principle only. She informed me that I could set it up this way and that it could save interest, but that they would have to put in a ticket and manually set it up. She said that this would have to be a 'special request ' which I found odd, but didn't question it.
A few days later - I called customer service again because they reversed and replied the payment, but the actual breakdown of what money was applied to principle, interest and escrow was not on the website. I again explained the whole scenario over again and several " tickets '' were put in the system to 'fix ' the issue.
About a week later - I check my account and notice that payment of roughly {$1400.00} was applied to the account ( I have no earthly idea where this {$1400.00} number came from ). It was broken out into {$970.00} for " Payment '' and {$510.00} for " Principle Payment ''. I called customer service once again and immediately asked for a manager. I was informed that no manager was available to speak to me but that they could send me over to the escalation unit. I spoke with " XXXX '' for about 50 minutes explaining the whole scenario once again clearly articulating that I want {$2000.00} drafted from my account on a bi-weekly basis on the Monday after I get paid. At this point, I actually felt pretty good that the issues were going to be resolved. XXXX put in more tickets and seemed to be helpful. XXXX did confirm that the way the initial bi-weekly auto draft was set up incorrectly. We went over the summary multiple times which was the following : - {$2000.00} to be draft bi-weekly - {$970.00} of that payment will go to the monthly payment ( to cover principle, interest & escrow ) - The additional {$1000.00} will go to principle only Lastly, I was informed that I should go ahead and plan on calling in or checking my account on XX/XX/XXXX which should be a principle only payment. The agent was not confident that the system would allocate funds correctly.
Today ( XX/XX/18 ) - I go look at my account and I immediately notice two things.
1. The " Principle Payment '' of {$510.00} was reversed and reapplied as " Payment ''.
2. The next draft amount is only {$1000.00}.
In regards to # 1 above, I am completely lost as to what payments I've made have gone to principle vs. interest. I'm highly confident that Freedom Mortgage might be double dipping interest because they already took out the full monthly interest earlier in the month and now they are taking out more interest ( I'm assuming they are taking more interest since it is " Payment '' instead of " Principle '' being applied and i can't see a breakdown of what amount is being applied to where ).
In regards to # 2 above, I'm fairly confident that Freedom associates are setting up auto bi-weekly payments of {$2000.00} as I have requested. However, their servicing system breaks that in half ( as explained above ).
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-03-22
Laveen, AZ
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
2018-03-21
CT
Applying for a mortgage or refinancing an existing mortgage
Mortgage: Conventional home mortgage
Complaint: In final review step 2 it says I didn't contact Freedom Mtg to resolve but I did. Trying to edit step 2 to change that to a " yes '' said all would be wiped clear so I left it as No.
Clicked on a link reported to provide current mortgage rates. Ended up starting an application with Freedom Mortgage while we were driving from Connecticut to XXXX. We lost cell coverage and never completed the application.
My wife and I got letters in the mail saying that our application was denied. There was a block to be checked " Credit Application Incomplete '' but it wasn't checked. There was a box checked on page 1 that said the denial was based upon credit report information. On the second page a box was checked saying that our credit score was used in making the decision. We both have scores over 790 which Freedom Mortgage reported verbally was excellent. There were also comments typed in, " Amount owed on revolving accounts is too high '' and " Too many inquiries last 12 months ''.
I called to complain that I didn't want a negative report making judgement about our balances when they didn't even know our income. I only wanted a letter stating that the application was never completed.
They took the forms and checked the block on page 1 showing the application was never completed. But they didn't un-check the blocks related to the credit report, scores, or remove the comments. They said XXXX put those comments there. I called XXXX and they said they don't establish standards for credit approval or denial. I went back to Freedom Mortgage and they insisted they couldn't remove the notes. I told Freedom Mortgage that I was going to submit this complaint.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-03-21
NH
Trouble during payment process
Mortgage: FHA mortgage
Complaint: We are having trouble with Freedom Mortgage Company making payment for our property taxes from our escrow account. On XX/XX/XXXX, I contacted freedom mortgage through email asking for our taxes to be paid and for a response about why they had not been paid. I received a response to add a loan number for clarification. On XX/XX/XXXX, I emailed again providing our loan number for clarification, and another request for taxes to be paid. At that time, I again mentioned that our taxes were late and had not been paid. I still received no response. The only response that I received was an automated response form letter that said I should hear back soon. On XX/XX/XXXX, I received a certified letter from the City of XXXX warning that our property taxes would be sent to tax lien on XX/XX/XXXX. I immediately called Freedom Mortgage to ask why the taxes had not been paid. At this time, I spoke to a woman named XXXX who said she would open a new ticket. She could see that I had a ticket already submitted but that nothing had been done on it. I submitted the new ticket and added all documentation. After waiting 24 hours, I decided to check in on the status of my request. This time, I spoke with a man named XXXX. I told XXXX my situation and he told me that he could not see any of the documents I had sent. He said they must not have been uploaded yet to the Freedom Mortgage site from my emails. I immediately asked to speak to a supervisor, and I was told that I was not able to speak with a supervisor, rather, that he could solve my problem. After outlining my problem, and asking for my taxes to be paid from my escrow account, I was told that he can not guarantee anything but he would put in a ticket. I then asked to speak to the tax department, and was told that the tax department does not have a phone number. He told me he could not transfer me to them either, as there is no direct line. He continued to say that I was speaking to the right person. I asked him to talk to his supervisor and was not given access. He then spoke with his supervisor, as I requested to get my ticket expedited, as our property will go to tax lien in less than a month. I was told that there is no such thing as expediting a ticket. After complaining many times and threatening to go to both HUD and the XXXX XXXX XXXX, I was told that they may be able to give me an answer by next Tuesday but they could make no promises. It was at this time that I decided to issue a complaint with XXXX XXXX. At no time, has anyone apologized for these issues or non-payment of my taxes. I have also received no explanation as to why they were not paid. I was told that {$10.00} was paid on XX/XX/XXXX. The City of XXXX has no record of this payment. The total amount in our escrow account is almost 3 times the amount due in taxes, yet Freedom Mortgage can not make payment or provide any answers.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-03-21
Carrollton, 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
2018-03-20
RI
Trouble during payment process
Mortgage: VA mortgage
Complaint: In XXXX, our home mortgage was sold by XXXX XXXX XXXX to Freedom Mortgage. We have been trying to pay our mortgage for XX/XX/XXXX and XX/XX/XXXX since mid XXXX. During the transition of the sale of our mortgage, we received a letter, but no mortgage statement from Freedom. We immediately called the provided number on this letter and were told not to pay yet because our account information wasn't set up in their " system. '' On XX/XX/XXXX, my wife received a " welcome '' call from " XXXX '' ID # XXXX. She told him we had not yet received our mortgage statement. He said that our " welcome letter '' contained two mortgage coupons. After looking for the coupons in the letter, none were found. He provided no help other than saying he would mail new coupons.
On XX/XX/XXXX, a week after speaking with " XXXX '' my wife called Freedom again and spoke with " XXXX '' ID # XXXX. He assured her that the payment coupons would be sent out that same day. On XX/XX/XXXX we received a call from Freedom Mortgage concerning our payments. My wife told the caller she was waiting for a mortgage statement. He checked with his supervisor, and then returned to the phone to say they don't send paper statements, because the escrow changes from day to day. When she asked to speak with his supervisor, she was told " my supervisor is too busy. '' On XX/XX/XXXX they generated a paper statement which arrived in our mail several days later. On XX/XX/XXXX we sent check # XXXX drawn from XXXX XXXX XXXX XXXX in the amount of {$2300.00} for XXXX and XXXX payments for XX/XX/XXXX.
On XX/XX/XXXX, we wanted to verify that the check had been processed, so I went online to check my XXXX XXXX account.
The check still hadn't posted to my account, so we attempted to go online at Freedom Mortgage.com to monitor our account. Of course we had to first set up an account. After repeated attempts, and log-in failures, my wife called customer service and spoke with " XXXX '' ID # XXXX. He checked our account and told us Freedom hadn't received our payment. He suggested we put a stop payment on our check and re-submit our payment. We were told we had a 60-day grace period, ending XX/XX/XXXX. He wasn't able to help in any way with creating an online account for us ( as far as we got was the web page returned an " updating site, check back later '' message. XXXX couldn't even transfer us to Freedom 's Tech Support.
On XX/XX/XXXX, my wife again called customer service for assistance with creating an online account. She spoke with " XXXX '' ID # XXXX. She was helpful setting up our online account, however, she was unable to track our check. The solution once again from her was to stop payment on the check. She said our grace period would end on XX/XX/XXXX. My wife asked for an extension, since they wouldn't even provide a timely method of sending a payment. Her solution was to either pay online or over the phone. We prefer not to pay that way, as we have always payed our mortgage bills through the US mail, and they have arrived on time and without problems or delays. We are now facing a potential stop payment fee, possible bad credit reporting from this less than XXXX XXXX institution, and no guarantee that this won't happen again. They have also made me keenly aware that they are not going to contact us and in short, can't be bothered with customer complaints, based on the lack of cooperation and flippant attitudes of people we have so far dealt with at Freedom Mortgage.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-03-20
Austin, 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
2018-03-19
Friendswood, TX
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
2018-03-19
Lafayette Hl, PA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: I purchased a property with my ex, whom i was a co-borrower with, who filed for chapter XXXX bankruptcy in XX/XX/XXXX. He relinquished his rights to the property and I assumed responsibility of all payments. In XX/XX/XXXX I acquired the property via special warranty deed. Since XX/XX/XXXX, Freedom Mortgage has limited my access to my account and not provided me with statements. I have attached the extent of information provided on the site in the upload document section below. I have called monthly to obtain clarification and breakdowns of fee 's on my account and was told they were not able to provide me any information. As a result Freedoms lack of transparency on my account they allowed for XXXX homeowners policies to be paid out of my escrow ( XXXX policies taken out by a non owner of the property who filed bankruptcy in XX/XX/XXXX ), provided me with incorrect payment amounts, and are currently received payments and failed to apply to the account. This caused my pay off amount to be in excess of {$10000.00} due to months of un-applied payments.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-03-19
Shulerville, SC
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: On XX/XX/XXXXa letter was sent ( received on XX/XX/XXXX ) to us from Freedom Mortgage stating that we are required to have wind and hail insurance for our property at XXXX XXXX XXXX We immediately complied and purchase a policy from XXXX. Then onXX/XX/XXXX a letter was sent ( received on XX/XX/XXXX ) to us from Freedom Mortgage stating that we needed to verify wind and hail coverage from XX/XX/XXXX-XX/XX/XXXX. If we were unable to verify coverage, Freedom Mortgage would buy a policy for us, paying for it via our escrow account. We do not see how it is possible to purchase a policy for last year and be charged for a non-service. We also deem it unnecessary considering the year has passed and we do not have any claims for that time period.
Freedom Mortgage bought our loan from XXXX XXXX and up until receiving the first letter on XX/XX/XXXX we were unaware that we were required to have wind and hail insurance. Upon receiving the second letter on XX/XX/XXXX we contacted Freedom Mortgage about this issue. Freedom Mortgage admitted that it was their oversight that we did not have wind and hail coverage. We believe that it is unfair for us to pay for a mistake made by Freedom Mortgage.
On XX/XX/XXXX Freedom Mortgage will purchase a wind and hail policy for XX/XX/XXXX-XX/XX/XXXX using our escrow. We are disputing this charge. It is unfair because we were never informed prior to XX/XX/XXXX that wind and hail insurance was required.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-03-16
Hamburg, MN
Struggling to pay mortgage
Mortgage: FHA mortgage
Complaint: I have a mortgage with Freedom Mortgage and back in XXXX I was going thru a custody battle with one of my child 's fathers in which I was court order to go to mediation. This required me to use a whole pay check ( had to bring cash ) to pay for it. XXXX dollars plus I incurred more lawyer fees which set me back and I have struggled to catch up. I called to make arrangements and explain my situation to the mortgage company. A friend of mine told me to ask for a modification. At no time did anyone tell me about FHA loans and the partial payment. I began sending the information they requested in XX/XX/2017. I continued to make payments as I was able to. I also took on a part time job in XXXX to help bring up my income. I sent in a letter of hardship and other documents and since then I feel as if they have been giving me the run around. There is always something missing and I swear I have filled out the XXXX form and sent at least 5 times. I now sent them a check for XXXX dollars as of XX/XX/XXXX I owed XXXX the XXXX was sent in XX/XX/XXXX and I called and told them the rest will be coming on my next pay day and they still have to cash my check and have now sent my loan to foreclosure. So now I am occurring attorney fees as well. I am a single mom of XXXX children and I very much want to stay in this home. I was going thru a hardship one that I think should of qualified for the fha partial claim money. I want to have this looked into as soon as you can. Thanks so much,
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-03-16
Alexandria, VA
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
2018-03-14
WA
Incorrect information on your report
Mortgage: VA mortgage
Complaint: On XX/XX/XXXX I filed for a chapter XXXX bankruptcy. This debt was not reaffirmed, yet we intend to keep paying on the mortgage. Freedom Mortgage would not mail out a reaffirmation agreement, despite numerous requests for them to do so. So, this debt was discharged.
The issue is this debt continues to report on my credit report as well as my wife 's credit report. Since this debt was discharged, the trade line should reflect a {$0.00} balance for both XXXX and XXXX XXXX. It should also be noted that XXXX is a non-filing spouse, yet Washington state is a community property state, so the discharge on this debt extends to her as well. Furthermore, payment history should not be reported after XXXX, XXXX.
Freedom Mortgage continues to report this debt on both my credit report as well as my wife 's. Numerous phone calls to them do not fix the problem.
Another issue lies with XXXX 's payment. Freedom Mortgage reported XXXX 's payment as 30 days late, even though it was received on XX/XX/XXXX. They received this payment on XX/XX/XXXX but did not apply the payment until XXXX. This caused a 30 day late payment to report.
The continued mismanaging on this account has caused my wife to suffer a closure on her XXXX XXXX XXXX credit card as well as a credit line reduction on her XXXX XXXX and XXXX XXXXXXXX XXXX credit cards. All three credit cards cite a mortgage late payment as a reason for the adverse action. And this was due to incorrect information reported by Freedom Mortgage.
Previous CFPB complaint numbers are XXXX and XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-03-14
Portland, OR
Trouble during payment process
Mortgage: VA mortgage
Complaint: I purchased primary resident via a VA Loan and closed XX/XX/XXXX, the original lender was XXXX XXXX, XXXX, CA NMLS ID XXXX. Within one month after closing, this Mortgage Company was changed or transferred from XXXX Lending to XXXX XXXX XXXX XXXX ; and then on XX/XX/XXXX my VA loan was again transferred to Freedom Mortgage. This is a total of three ( 3 ) transfers in one year.
The monthly principal and interest ( P & I ) prior to the transfer from XXXX to Freedom including an Escrow Account for estimated property taxes and insurance amount of {$460.00} and P & I amount of {$2300.00}, for a total monthly payment of only {$2800.00}. Because XXXX overpaid the XXXX property tax of {$9700.00} whereas the highlighted and actual amount was only {$5100.00} allowing a 3 % discount if paid by XXXX XX/XX/XXXX and reflected an applied widow of a 100 % XXXX veteran for a {$20000.00} exemption which now has been corrected to read an exemption of {$24000.00}.
The County Tax Office made a refund in the amount of {$4600.00} to XXXX, entered XXXX and then transferred my loan to Freedom showing that my monthly payment was still at the higher amount declared by XXXX ( I believe because the property taxes was overpaid ) and now the demanded monthly loan amount is as high as {$3300.00}. This is an increased amount of {$500.00} from the previous 12 months of {$2800.00}.
I have made repeated request for Freedom to process an Escrow Analysis with all attempt to date failing. On one telephone call I made during this time, I was telephonically informed that Freedom will not do process an Escrow Analysis until XXXX XX/XX/XXXX. Meanwhile, I made a payment to Freedom in the amount of {$2800.00} for XX/XX/XXXX mortgage payment on XXXX XX/XX/XXXX. However, Freedom is demanding {$3300.00} per Freedoms letter dated XX/XX/XXXX.
Here are the many threating and demanding letters received to date from Freedom with no accomplishment of the Escrow being a mess and Freedom is trying to straighten it out. No, not one accomplishment that I have repeated calls to both XXXX and Freedom and even emailed Freedom proof showing the County Tax Assessor office had in fact made a refund to XXXX because XXXX had overpaid the property tax liability for XXXX on my primary home of residence with a widow tax exemption.
( 1 ) Freedoms letter dated XX/XX/XXXX states my loan as one payment overdue with a total amount of {$6600.00} to be paid to cure the default on my account. How can I be one month late on XX/XX/XXXX when I paid Freedom {$2800.00} on XX/XX/XXXX through my bank account? Further, Freedoms letter stated this information may have been reported to the credit bureaus. Yet all along I have been informed there is a 60-day grace for any legal action would be taken because of the law when loans are transferred. Found nothing like this in any of Freedoms letter. A false sense that as a consumer I am being protected.
( 2 ) Freedoms First letter dated XX/XX/XXXX stated we have not received my mortgage payments for months of XX/XX/XXXX through XX/XX/XXXX and my account was in default. Freedom demand payment by XX/XX/XXXX in the amount of {$6600.00} showing Less Suspense amount of {$2800.00}. Further Freedoms letter informed me to avoid foreclosure that I " must '' pay the total amount due no later than XX/XX/XXXX and I would be responsible for all additional payments and fees that accumulate during this period. If I failed to do so, an immediate foreclosure proceedings would result in loss of my home. If payment is not accepted for any reason or if we accept your payment for less than the total amount due, this matter will not be resolved, and accepting payment for less than the total amount due does not constitute a waiver of Freedoms rights or claims under the terms of my loan documents.
( 3 ) Freedoms Second letter dated XX/XX/XXXX, outlining as a U. S. Military spouse of an active duty or active service such I was entitled to certain legal protections and debt relief pursuant to Servicemembers Civil Relief Act ( SCRA ) and enclosed a SCRA Notice Disclosure. I am a widow of a deceased 100 % XXXX veteran who served this country for more than 23 years.
( 4 ) Freedoms Third letter dated XX/XX/XXXX stated Freedom was unable to contact me in regards to my past due mortgage. Freedom has both my home number and email address. A HUD approved housing counselor was available at XXXX and I was encouraged to contact Freedom to discuss a knowledgeable Customer Care Representative possible to workout options that may be available to me. I have contacted Freedom and no one has provide any " option ( s ) '' to me. No option ( s ) have been made available to me during any time that I have spoken with any customer care representative. I have repeated my telephone conversations multiple times giving Freedom my contact information more than once.
( 5 ) Freedoms Letter dated XX/XX/XXXX once again a thank me for contacting Freedom Mortgages Customer Care Department. I was informed their records confirm the owner/trustee of my loan was XXXX XXXX ( XXXX ) and Freedom Mortgage XXXX was a servicer. An account history was included showing transaction types, fees, charges, payment activity XXXX including payments held in suspense ) and escrow activity. This letter reflected a total amount of {$3300.00} with an Escrow increased to {$980.00} and P & I amount of {$2300.00} - remain unchanged.
( 6 ) Freedoms Letter dated XX/XX/XXXX, this letter was another thank me for contacting Customer Care Department and acknowledge receipt of my written inquiry ( emailed Freedom on XX/XX/XXXX at XXXX AM PST with copies of County Tax Assessor Office proof of refund and property tax overpayment ). This letter provided me with information on a Request for Information/Notice of Error, Freedom Mortgage at XXXX. XXXX XXXX, XXXX, IN XXXX. The reason for my email to the Freedom XXXX on XX/XX/XXXX is this was exactly what I was informed to do when I was on the phone with Freedom earlier that same day ( XX/XX/XXXX ).
On XX/XX/XXXX yet another telephone call was placed to Freedom Customer Care to discuss the missing information and why would my Escrow account increased from {$2800.00} to {$3300.00} ; plus why wasn't my XXXX payment being applied/reflected. The another reason or purpose of my telephone calls and email ( s ) were to point out to Freedom that XXXX received a refund amount of {$4600.00} and it is NOT being accounted for in the Escrow estimate nor is the monthly Escrow payment of {$980.00} in alignment with what would be called " actual amounts paid out in XXXX ''.
Again on XX/XX/XXXX, I again spoke with Freedom Customer care to telephonically discuss the raised Escrow amount and requested to speak with a supervisor. I did in fact speak with # XXXX, and went over the details of my loan. I was informed a property tax review is scheduled for XX/XX/XXXX.
When XXXX overpaid the property taxes, this carried a negative balance in my Escrow account when in addition if the correct property taxes were paid, my account with be in a positive balance. After this error in paying the incorrect property tax amount and the annual property insurance premium of {$1300.00}, for the calendar year XXXX, there should be a positive balance if my payment continued at {$2800.00} in lieu of the demanded increased amount of {$3300.00}. The XXXX property taxes overpayment has caused a FALSE Escrow increased amount. XXXX nor Freedom has updated the account to show the property taxes for my home is not {$9700.00} but only {$5100.00} and I have been informed by the County Tax Assessor Office will be lesser amount for XXXX.
Freedom Mortgage Customer Care is over statement, no care being shown to the situation that I was being forced into. Yes, Freedom has acknowledged receipt of my email correspondences showing proof of the County Tax Office but no action as of the date of writing this complaint, only more letters from Freedom about default and foreclosure.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation