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 44
2018-03-13
Dallas, TX
Closing on a mortgage
Mortgage: Conventional home mortgage
Complaint: We wanted to pay off our loan in XX/XX/XXXX. In order to do so, we needed to have a payoff quote. Freedom mortgage charged us {$30.00} to get the payoff quote. Our loan was transferred to Freedom Mortgage in XX/XX/XXXX after our existing company, XXXX, sold our loan to them. To our knowledge, there was no payoff quote fee for XXXX, and therefore being a " new '' customer to Freedom Mortgage, we were asking that the {$30.00} fee be waived since our previous mortgage company did not charge us a fee. After speaking to several Customer Service Specialists, we were finally able to have the fee waived on XX/XX/XXXX.
However, upon payoff of our loan, we were still charged {$30.00}. We called Freedom Mortgage 's customer service and the customer service rep did see that the fee should have been waived and advised us to write an email to XXXX to get this resolved. There is no way to speak to someone to resolve this by phone -only by email. An email was sent XX/XX/XXXX.
Freedom Mortgage said it would take up to 30 days to resolve the issue. After the 30 days passed, we called Freedom Mortgage customer service on XX/XX/XXXX. The representative, XXXX ( # XXXX ) told us that she also saw that the fee should be waived but she was told we were denied because Freedom Mortgage can not refund the recording fee. I told her that this was not the recording fee, but rather a fee that Freedom Mortgage charges us just to payoff the loan, even though we were told there were no fees for paying off a loan.
Since Freedom Mortgage considers this a closed matter, we decided to file a complaint as we feel they were intentionally misleading us and constantly changing their flimsy explanations.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-03-13
Kawaihae, HI
Applying for a mortgage or refinancing an existing mortgage
Mortgage: VA mortgage
Complaint: My mortgage was with a company called XXXX XXXX XXXX XXXXXXXX. On XX/XX/XXXX my mortgage was transferred to Freedom Mortgage. Sometime in XXXX Freedom Mortgage informed me that I now needed to buy hurricane insurance, which was not required before. I called them and they convinced me that I had no choice in the matter. I immediately called my insurance agent and she immediately added the required hurricane insurance. Today I received a letter dated XX/XX/XXXX telling me that they received the updated wind coverage, but they are going to charge me for wind coverage from XX/XX/XXXX to XXXX/XXXX/XXXX if I don't buy or prove coverage for that time frame. It is now XX/XX/XXXX. I should not have to pay for coverage for a time that has already passed. Nobody needs coverage for the past. They are going to charge me almost {$150.00} for something that can never be used. This is not right. They have already caused me an additional {$1000.00} a year and now they are just trying to rip me off. Please help! Thank you!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-03-13
Fort Mitchell, AL
Written notification about debt
Debt collection: Mortgage debt
Didn't receive enough information to verify debt
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-03-12
Phoenix, AZ
Trouble during payment process
Mortgage: VA mortgage
Complaint: On XX/XX/XXXX, I was received a letter from Freedom Mortgage stating that I was past due on my mortgage. I thought this to be some kind of mistake since I have the payments set up on auto-pay through my bank in. When I spoke to the representative, XXXX # XXXX, he explained that our mortgage payment had increased and as a result, the amount that I had auto-payed through my bank was short by {$50.00}. XXXX told me that since the payment was not in the full amount that the payment was put aside in an unassigned account until the full payment was made. He explained that the account went 30 days with out the payment ( even though they had my money ) and was then reported to the credit agencies.
On XX/XX/XXXX, I wrote an email to Freedom Mortgage to request a reversal of the credit report made when they failed to apply our loan payment to our mortgage.
At no time was I aware that the full payment had not been made. Freedom Mortgage never attempted to call and explain that I was short ( {$50.00} short on a nearly {$3000.00} payment ) on the payment. And instead of applying my payment to my account, they held the money in an unidentified account, not associated with my mortgage.
I checked my bank statement and saw that the payment was made on time ( XXXX.
XXXX ) and XXXX confirmed that they received the payment but since it was not in the full amount that the money never was applied to my loan. I can provide the statements to verify this if needed.
I immediately paid the balance, including the late fee and additional {$50.00} for XXXX XXXX payment ( {$190.00} ), and explained that the XXXX auto-payment was already pending as per our bank.
We have never been late on a payment and we had no intention of being late on this payment. I have the bank statements that show the funds had been paid on time, less the {$50.00} increase and the representative confirmed that the payment was made on time, only short the escrow increase.We have been late or missed a payment with this company in five years!
I emailed the company, as directed by XXXX # XXXX, and requested a reversal of the credit report but have not had a response. I called back on two separate occasions ( XXXX, spoke to XXXX # XXXX and XXXX, spoke to XXXX # XXXX ) and was told that there was no one to talk to about the credit report dispute and that I would never have anyone to speak directly to about this problem. I could only wait for the customer care center to respond to my email request.
I was told by the representative, XXXX, to contact the CFPB for help with Freedom Mortgage 's credit reporting practices and failures to apply mortgage payments to the loans.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-03-12
Des Peres, MO
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
2018-03-12
Larkfield, 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
2018-03-10
Davie, FL
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
2018-03-10
De Soto, IA
Trouble during payment process
Mortgage: FHA mortgage
Complaint: I was approved for an FHA loan - 30 year, fixed, 3.5 % interest rate - originally through XXXX XXXX XXXX. Very soon afterwards, my mortgage was sold to Freedom Mortgage. Due to having some health issues, I had to take off some time from work and became late in my payments. During that time, I was generally about a month behind. The company would discuss loan modification with me, but then would generally comment that they would not recommend I do the loan modification and instead I should just try my best to catch up on payments. In the process of trying to get all that settled, I had several things happen which made me about two months behind. Just when I was getting caught up, I was notified that my mortgage was increasing from {$1000.00} to {$1600.00}. When I called about this significant increase, I was told that the company had completed an Escrow Analysis and determined that they were not having me pay enough to meet my property tax requirements. Initially my payment was broke down as follows : principal {$880.00}, escrow {$150.00}. They said that they had increased my escrow payments to {$510.00}. Additionally, they said that I had a deficit in my escrow and therefore, I would have to pay an additional {$290.00} per month towards that. When I asked why they had not recognized this issue from the get go, they told me that my house was a new development and therefore they did not have the tax information. However, my parents have had a house built in the same area that I live in and their escrow payment for taxes and insurance was assessed properly. I was a first time home buyer, no one explained caught this oversight during closing or any time before I closed. Although I was able to borrow the money to pay the deficit in the escrow, my payment has still increased significantly. I am afraid that I will lose my home. Are there any suggestions on how to address this? I have continued the loan modification process, although, every time I turn around there is something they need that they never said anything about before. I just would like help with guiding me through this process.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-03-09
Boston, MA
Trouble during payment process
Mortgage: FHA mortgage
Complaint: I am going to start by saying that it is disheartening to me that in order to receive any sort of response or corrective action from my Mortgage company I need to file a complaint with the CFPB.
XXXX, XXXX and XXXX of 2017 I was approved for a modification from my mortgage company and at that time they locked my account so I couldn't make a payment online. I needed to mail in checks. My modification was approved in XXXX of 2017 and back to normal in XXXX of 2017 since then I have had no online access. Each time I attempt to access my account I get user name or password incorrect. I have changed both numerous times.
I called Freedom maybe in XXXX of 2017 to find out why this was happening and the person I spoke with said they would delete my account and I would have to re-activate it, which I did and that still didn't work. I asked her if I could talk with their tech department and I was told " we don't have one ". I tried again in XXXX, no luck and in XXXX still no luck so I called back and this time I was told they were going to open a ticket with the tech department. ( I knew they had one! this just goes to show much misinformation is given to customers when calling Freedom ) It is now XX/XX/XXXX I still can not access my account online and when I call to check the status they say we see a ticket open with our tech department keep trying.
I honestly feel that Freedom mortgage makes a living off of unfair and deceptive practices and skirts the rules because they deal with FHA loans. I truly and honestly feel that they are in violation of UDAAP. Most people who have an FHA have had or are having money issues and are at the mercy of Freedom. Freedom is notoriously wrong to providing misinformation to customers and gets away with it. I in fact almost lost my house because of misinformation and the response I received was " we apologize for the misinformation ''
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-03-09
Stafford, VA
Credit monitoring or identity theft protection services
Mortgage: VA mortgage
Complaint: Since about 6 months before Freedom Mortgage purchased our loan from the previous servicing company XXXX XXXX, we have been inundated with mailings for refinancing to ARM loans and once we read further into Freedom Mortgage practices we discovered that their practice of not reporting on time payments will affect our credit negatively and their online customer service is non operable and there is a {$15.00} fee for over the phone customer support. This is the epitome of a predatory company!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-03-08
Finksburg, MD
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
2018-03-08
San Antonio, TX
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-03-07
MS
Trouble during payment process
Mortgage: Other type of mortgage
Complaint: I purchased a home through a local bank in XX/XX/XXXX at which time I was told to file for homestead exemption in XX/XX/XXXX. The mortgage was subsequently sold to Freedom Mortgage. I filed and subsequently received homestead exemption from the local taxing authority and was directed to inform my mortgage company ( Freedom Mortgage ) of the new estimated tax bill in order to have an escrow re-analysis performed to update ( and lower ) my monthly mortgage payment which includes insurance and taxes. I sent Freedom Mortgage the letter from the taxing authority informing them of the approval and new estimated taxes on XX/XX/XXXX. I was told at that time that the escrow re-analysis would take place within 30 days. I called Freedom Mortgage multiple times in the month of XX/XX/XXXX to receive updates on the escrow re-analysis process and was told it was in the works and that it would be resolved byXX/XX/XXXX and that my new payment would be reflected on my XX/XX/XXXX mortgage statement. I called on XX/XX/XXXX to get an update on the process after having reviewed my XX/XX/XXXX billing statement and noticing no change. I was promptly told that I would have to wait a full 12 months until XXXX for the escrow re-analysis to take place when the XXXX tax bills are generated meanwhile paying double into my escrow account at the non-homestead exemption tax rate. I expressed my displeasure to the representative at the disservice and the fact that I had followed all steps required by Freedom Mortgage in the XX/XX/XXXX phone call. By not re-analyzing my escrow amount, I am paying into escrow nearly double the amount of taxes I will be charged. This money could be used elsewhere or invested. Instead, it is tied up in escrow and will be refunded to me in XXXX due to an overage.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-03-07
Scottsdale, AZ
Trouble during payment process
Mortgage: VA mortgage
Complaint: Our XXXX XXXX XXXX was sold to XXXX XXXX XXXX, XXXX XXXX # XXXX, XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX, NJ, XXXX. We received initial notice from them in the form of marketing materials in XX/XX/XXXX, saying they had bought our loan and more information was to follow. They never followed through with any further information. We received a letter from our old servicing company, XXXX, dated XX/XX/XXXX, advising us that XXXX XXXX XXXX was our new servicer after XX/XX/XXXX. That letter included the new XXXX XXXX XXXX loan # XXXX. XXXX XXXX XXXX has never sent us a welcome package, any kind of statement, nor instructions as to where payments are to be made. I called their customer service and they don't have any information about the loan number and wouldn't talk to me. We registered on their website and the loan number cross references to our address, but there is no loan information. The next payment is due on XX/XX/XXXX and XXXX XXXX XXXX has not provided us with a statement, payment booklet, account information, or any useful information to assist us in making our payment on time. We find this to be quite absurd given the fact that they have been sending us marketing materials and calling us with marketing offers since XX/XX/XXXX. The last payment that XXXX will accept was made on 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
2018-03-07
Billerica, MA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: My Mortgage Company XXXX XXXX XXXX withdrew my mortgage payment twice instead of once on XX/XX/XXXX for payment due XX/XX/XXXX. {$740.00} was deducted twice. We contacted them via phone on XX/XX/XXXX and they said we had to email a screenshot of the bank statement and we would hear back in 24-48 hours. We received an email saying they were reviewing the claim on Thursday XX/XX/XXXX. I called back Monday XX/XX/XXXX because we had not been credited the second payment. They said this would be reversed on XX/XX/XXXX which I told them was unacceptable as an electronic transfer should take 1 day. I asked to speak with a manager and was put on hold. When the person came back on the line they said they had fast tracked the reimbursement and I would have it by end of day XX/XX/XXXX, I asked him why I did not get a manager as I had asked for one and he said none were on the floor. Today XX/XX/XXXX I still have not been reimbursed for the second payment they deducted from my account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-03-07
Azwell, WA
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-03-06
PA
Trouble during payment process
Mortgage: VA mortgage
Complaint: My loan was transferred from XXXX XXXX to Freedom Mortgage. From the first notice I had called and ask what next steps are. I was to and I followed the to the letter. I was trying to set up online my ACH with a customer rep on the line with me. As instructed I paid one month up front prior to setting up a payment twice a month to be drafted from my XXXX XXXX account. The soft wear was not working and we tried 10 times with out success. At that point the customer rep said he would take my information and put it into the system from his end. A week later I got a call from a rep from FM and she said the ACH was not complete and she would take care of it. Now 2-3 weeks later I got a tax bill from my township and I called FM to ask for a email address so I can scan in the tax bill to match up my escrow. I had asked while I was calling how is the ACH set up and is it ready to go. The customer rep told me it is not even set up. I said read the notes the rep from weeks ago was setting it up. The rep agreed the notes in fact said it was being activated by FM but now since so much time has gone by you need to pay another month in advance to get your bi-weekly ACH set up. I said I did and I will not do it again. This is your problem at the bank and not mine. I has been very unprofessional and with no answers as to how they are going to fix this.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-03-06
Chestertown, MD
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
2018-03-05
Meridian, ID
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
2018-03-05
San Antonio, TX
Trouble during payment process
Mortgage: VA mortgage
Complaint: called in XX/XX/XXXX and scheduled two payments with my mortgage company. I was told I was given a forbearance until XX/XX/XXXX over the phone but when I called in they told me that was incorrect. I realized I made the payment with an incorrect loan number. I was misadvised XX/XX/XXXX and told I couldn't delete payments over the phone and could only do it by emailing their customer service. I set up two payments which would have satisfied XX/XX/XXXX and XX/XX/XXXX set up payments for XX/XX/XXXX. I called in today XX/XX/XXXX and was told my payment was never taken for the XXXX I set up on XX/XX/XXXX but only was told yes payments are there when asking for a manger. I know because I was miseducated about the forbearance and the payment process it was to only further put me delinquent so I could be pushed into foreclosure. I was miseducated and intimidated to only take my phone
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-03-04
Rochester, WA
Trouble during payment process
Mortgage: VA mortgage
Complaint: Effective XX/XX/XXXX, Freedom Mortgage Co. increased our monthly mortgage payments subsequent to an increase in our escrow amount. The escrow amount was raised due to increases in our homeowners insurance premiums and property taxes. We immediately reduced both our homeowners insurance premiums and our property taxes by hundreds of dollars and forwarded this information ( for the first time ) to Freedom Mortgage Co. on XX/XX/XXXX via fax. In the fax ( and all our subsequent letters ), we asked for a new escrow analysis and adjustment to our monthly mortgage payment.
When we did not receive any kind of response to our fax or adjustment to our escrow/monthly payment, we mailed Freedom a letter on XX/XX/XXXX containing documentation of our reduced insurance and property taxes. We knew that Freedom needed to see documentation to make the change and felt that they would take our request more seriously if we made it in writing. In our cover letter, we asked for a new escrow analysis and an adjustment to our monthly mortgage payment. One again, Freedom did not respond in any way and no adjustments were made to our account.
On XX/XX/XXXX, we mailed a 2nd letter containing the same information and request for adjustments. Nearly 4 months passed with no response from Freedom whatsoever and no adjustments to our account.
By now, 7 months had passed since we had made our first request with Freedom and we were very upset about their 1 ) failure to respond to our request ; and 2 ) reduce our monthly payments. So I called Freedom on XX/XX/XXXX and was informed that the company had received our XX/XX/XXXX fax and homeowners insurance documentation but it had either lost or never received our XX/XX/XXXX and XX/XX/XXXX letters. The companys rep informed us that obtaining a new escrow analysis takes about 5 days but we would need to email documentation of the reduced property taxes to XXXX, which we did on XX/XX/XXXX. He also informed us that we were likely to be owed a refund for our several months of overpayments.
We received an automated email response from Freedom stating that it had received our XX/XX/XXXX email but, to date, the company has not responded to us in any other way nor has it made the necessary adjustments to our account and refunded our overpayments. Two months have passed since our email and 9 months have passed since we made our initial request. If the requested change only takes 5 days, why have we been made to wait 9 months? Why doesnt Freedom respond to its customers or their requests?
It seems clear that Freedom plans to continue overcharging us indefinitely. To date, we have paid about {$1000.00} in overpayments. It is equally clear that Freedom cares little for its customers and provides the worst possible customer service. We are at our wits end with this company.
Our frustration is compounded by the fact that Freedom has bought every mortgage weve initiated with another mortgage company ; Freedom seems to have a monopoly on the industry, leaving us with no choice about who we do business with. This is both an untenable situation and an unfair business practice, especially considering our experience with Freedom not addressing its customers needs. They have left us little choice but to file a complaint and hope that your agency will get results where we could not.
Any help you can provide is greatly appreciated. Our documentation is attached.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-03-04
N Hollywood, CA
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Information belongs to someone else
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-03-03
Las Vegas, NV
Trouble during payment process
Mortgage: FHA mortgage
Complaint: Refer to attached registered letter for details ( this is in regards of mishandling claim in loss draft department do to Fire ) there holding monies XXXX already paid and not paying contractors causing me to pay out of pocket to contractors causing late mortgage payments stating I-am under special monitoring???????? and they have not approved the rebuilding of my house which already been half rebuilt, the fire and the mortgage company that held loan is different, XXXX Mortgage Bought Loan In The Middle Of Construction From XXXX XXXX XXXX. ;
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-03-03
Farmington, MN
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
2018-03-02
Nashville, TN
Improper use of your report
Credit reporting, credit repair services, or other personal consumer reports: Other personal consumer report
Reporting company used your report improperly
Complaint: XXXX XXXX with Freedom Mortgage will under no circumstances will not return any phone calls. Since XXXX ; she'll call me when she needs financial documents that day. I've called five times in eight days requesting final documents. Yet she still hasn't responded in any form. Her actions, or lack of, has caused financial strain. Due to my property tax due.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation