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 45
2018-03-02
Detroit, 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
2018-03-02
Lenoir City, TN
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
2018-03-02
Wickes, AR
Trouble during payment process
Mortgage: VA mortgage
Complaint: We closed on the sale of our home in XXXX TX on XX/XX/XXXX with XXXX XXXX ( phone # ( XXXX ) XXXX-XXXX XXXX XXXX. We were provided a pay-off amount of {$220000.00} by our mortgage company Freedom Mortgage ( phone # XXXX ). XXXX XXXX wired the money requested to Freedom Mortgage on XX/XX/XXXX.
On XX/XX/XXXX, XXXX XXXX received notification from Freedom Mortgage that there was an additional {$2300.00} due as Freedom had never deposited the {$220000.00} check that they had said was due at closing. I am being charged interest through XX/XX/XXXX as well as accrued interest, escrow advanced funds and additional fees.
I believe that holding this money for almost a month and never contacting me or XXXX XXXX should be illegal as they are basically scamming everyone involved. Freedom had notified XXXX that the check had been deposited despite the fact that it was still sitting on someone's desk.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-03-01
WI
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: I have my property taxes in escrow with Freedom Mortgage. While doing a home equity loan with another institution I was informed my property taxes were delinquent and I could not proceed. I contacted customer service. XXXX informed me that I needed to send an email to customer service and they would respond within 48 hours. 72 hours later, no response. Made second call and spoke with XXXX ( ID XXXX ) she informed me a resolution has not been made, but a target date was scheduled for XX/XX/2018. I am now over 30 days delinquent and have accrued over {$100.00} in penalties and interest.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-03-01
Moore, OK
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
2018-03-01
Smoke Rise, GA
Closing on a 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
2018-02-28
Muskego, WI
Problem with a credit reporting company's investigation into an existing problem
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
2018-02-28
Northside, NC
Trouble during payment process
Mortgage: Other type of mortgage
Complaint: XX/XX/XXXX I received a letter from XXXX County informing that my property taxes were overdue. I contacted Freedom immediately to inform them of this situation and then emailed a copy of the original bill and overdue bill with interest. Since this was a Saturday, I followed up with Freedom during the work week to ensure information was received. I was informed that your tax department has 30 days to take care of this matter completion date of XX/XX/XXXX.
XX/XX/XXXX I received a letter from XXXX County informing me of a collection notice. I contacted Freedom and informed by ID : XXXX legal action would be taken on Freedom Mortgage, not myself. I was reassured Freedom was the responsible party and the county would not take action against me and that payment would be submitted by XX/XX/XXXX.
XX/XX/XXXX I contacted the XXXX County who informed me civil action has been taken against me and they have contacted my employer to garnish my wages. I spent over 2 hours on the phone with Freedom Mortgage attempting to get this resolved ( throughout the course of 4 phone calls ). I also had to take the morning off to go to the county tax office. I informed Freedom at XXXX eastern the severity of the situation and that I was now being financially punished for their failure to pay my property tax bill. I was assured it would be handled and paid by XXXX eastern. At XXXX I followed up still no payment. I was escalated ( above general supervisors ) to ID : XXXX and told she would be escalating to her supervisor and I would receive a callback at XXXX on XX/XX/XXXX.
XX/XX/XXXX I reached out to Freedom at XXXX after not receiving a call-back and payment has yet to be handled. I am yet again being escalated above the supervisor level and awaiting a callback from supervisor of ID : XXXX, no known ID but her name is XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-02-28
Anaheim, CA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: We are still waiting for the reimbursement of the two ( 2 ) {$30.00} fees and an {$18.00} fee which Freedom Mortgage charged on our loan, enriching themselves by charging us both on the statement account AND they also charged our escrow account when we recently refinanced our home at XXXX XXXX XXXX XXXX XXXX, CA XXXX on XX/XX/2018.
In other words, they charged three ( 3 ) SEPARATE {$30.00} FEES, TWO ON THE STATEMENT ACCOUNT AND A THIRD ON THE ESCROW ACCOUNT. They also charged two ( 2 ) separate Recording fees, once thru our escrow and another directly on our Freedom Mortgage statement. We will no longer be doing business with Freedom Mortgage and their double and triple billing only reinforced our decision to leave that company..
IN ADDITION, Freedom Mortgage charged a late fee of {$100.00}, WHY??? We were never late, how dare they take a {$100.00} fee for a non-existent late payment? AND they failed to notify our escrow company, XXXX that there was no late payment, therefore, no late fee of {$100.00} applied. They have billed the {$100.00} thru our escrow account and directly thru our Freedom statement also.
And finally, Freedom Mortgage charged us {$170.00} in ESCROW, WHY? We do not have an escrow account with them. And if they did take close to {$180.00} in ESCROW, where did they apply it exactly? They did not apply it to our XXXX County Property Tax Bill, so what did they with the {$170.00}, and why did they take it in the first place when we do not have an escrow account for us. We pay the taxes directly to the XXXX County Tax Collector on our own.
In short, Freedom Mortgage charged three ( 3 ) separate {$30.00} fees thru escrow and directly thru their statement. Freedom Mortgage also charged two ( 2 ) {$18.00} fees, one thru escrow and another directly thru their statement. They also charged two ( 2 ) {$100.00} late fees, one thru our escrow company and a second late fee thru the statement. WE WERE NEVER LATE, and yet, they charged two ( 2 ) separate late fees of {$100.00} each. In addition, a {$17000.00} payment to ESCROW BALANCE was taken, they it is not owed.
Freedom Mortgage enriched themselves with {$510.00} of our money and we want it reimbursed.
This is unethical, bordering on criminal behavior on part of Freedom Mortgage.
Thank you.
XXXX XXXX XXXX and XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-02-28
Bisbee, AZ
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
2018-02-28
Traver, CA
Struggling to pay mortgage
Mortgage: FHA mortgage
Complaint: We are writing this in hopes you can help keep a family in their home. Please get Freedom Mortgage to properly review our loan for assistance options. The issue started in XXXX 2016. I had to leave work for almost half the year to recover from a XXXX that was necessary but we just couldnt have been prepared for.
My family did what we could to make up the difference while I was recovering. I repeatedly tried working with the bank, explaining the situation, but it was a slow process and when I was finally able to get caught up, they told me it was too late. They demanded the full amount, and wouldnt take any more mortgage payments. The fees and these payments just kept to piling up.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-02-28
Tampa, FL
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Account information incorrect
Complaint: In XX/XX/XXXX I obtained a mortgage from XXXX XXXX. I wanted to make extra payments so XXXX referred me to XXXX so that an additional payment to the principle would be made each year. XXXX notified XXXX anytime there was a change in the amount ( e.g., the escrow went up or down ) so XXXX could adjust the amount automatically deducted from my account. In XXXX my mortgage was sold to Freedom Mortgage ( XXXX XXXX XXXX, XXXX, TX XXXX ). The escrow was adjusted in XX/XX/XXXX ( the mortgage went from {$1800.00} to {$1900.00} ) ; XXXX was not notified so they deducted the usual amount which was sent timely to Freedom. However, Freedom did not apply those monies to my mortgage. I was contacted and immediately paid the additional monies as well as additional charges. Freedom filed a negative credit report against me ( and I have always had an excellent credit report ) saying I owed them {$1900.00}, when in reality it was just {$17.00}. I filed a dispute claim with them and with XXXX, but Freedom has refused to remove the negative credit report and XXXX has not changed my report. Freedom Mortgage 's negative credit report is fraudulent since there was only {$17.00} owed not {$1900.00}. I would like this negative credit report to be removed from my credit reports.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-02-27
Kingstree, SC
Trouble during payment process
Mortgage: FHA mortgage
Complaint: Freedom Mortgage overpaid my Real Estate Taxes for XX/XX/XXXX as they paid them early in XX/XX/XXXX. A refund check was sent back to them on XX/XX/XXXX. The refund amount has still not been applied to my escrow balance, which has caused my monthly payment to increase by over XXXX , because by them overpaying the taxes, it wiped out my escrow balance. My complaint is that it has been over 2 months since they received the check according to my County Tax Assessor, but Freedom Mortgage has no knowledge of the refund being received.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-02-25
CA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: I contacted Freedom Mortgage on XX/XX/XXXX and XX/XX/XXXX related to the removal of Private Mortgage Insurance ( PMI ) on our account. After several phone calls and finally a request to speak to a supervisor or manager, I spoke with XXXX XXXX in XX/XX/XXXX. We currently have an appraisal report that was requested with United States Appraisals due to considering a re-finance. The re-finance process was started since we were led to believe this was the only way to remove PMI ; we found out otherwise and terminated the re-finance process. We have requested that Freedom Mortgage use the current appraisal report ( dated XX/XX/XXXX ; was less than 30 days old upon initiating request process with Freedom Mortgage. Over 2 months have passed due to Freedom 's delays and lack of engagement. ) I understand Freedom Mortgage prefers the use of Single Source for property appraisals ; however, I have asked numerous times for Freedom to provide me with the legal basis or regulation that allows them to require our use of their preferred appraisal service. Nothing has been provided to me. Under the Homeowner 's Protection Act, the following requirements are outlined ( of which we have met ) : submit a written request, has a good payment history, borrow is current and satisfies requirements to establish the value of the property has not declined below the original value and equity in the property is not subject to a subordinate lien. As of XX/XX/XXXX I had not heard back from XXXX XXXX, as promised ( he indicated he would take my request to management for review and consideration ). I sent another email on XX/XX/XXXX and as of XX/XX/XXXX, no response from Freedom. I sent another email on XX/XX/XXXX to finally request that Freedom provide a legal basis to not use our current appraisal report otherwise I would have to take the matter to small claims court. Freedom called our home on XX/XX/XXXX and requested a callback. My husband spoke to XXXX - who indicated that if we sent our appraisal report in, they would like to review and likely use to remove the PMI. On XX/XX/XXXX, we received a letter from Freedom indicating a generic response that we have to use their preferred appraisal company to remove PMI - again refusing to provide me with the regulation or legal basis to require my use of another appraisal company and consequently the valid appraisal report we have. I have also pulled documents that were originally signed for this loan, and nothing in the paperwork indicates we have to use the lender 's preferred appraisal company for PMI removal ; the documents simply outline the terms of removal under the Homeowner 's Protection Act - which we 100 % have met the criteria. Please help us work with Freedom to allow the use of our current, valid appraisal report. I do not believe we are obligated to use their preferred appraisal company.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-02-25
West Covina, 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
2018-02-25
Irvine, 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
2018-02-24
CO
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: I have called numerous times about an error on my XXXX. The itemized page shows disbursements from my escrow account to pay my property taxes ( as it should ). The summary box on the first page states {$0.00} paid in property taxes, which is problematic. I've been reassured by various personal that my taxes have indeed been paid, but I need to complete my taxes and don't want to do so with out a corrected form.
Call 1 : Nice person, said the placed a ticket to get it fixed and I would receive a new one. Two weeks went by with no corrected form.
Call 2 : Said they couldn't find any ticket being placed so they placed a new one and it would be emailed to me within an hour of that phone call occurring.
Call 3 : The next day, no email so I call again. Their systems were down but the rep told me my mortgage had probably been transferred and I'm probably not even their customer. This was incredibly insulting. 1. Freedom Mortgage happily has accepted every single payment I've made to them so I sincerely hope that I am in fact their customer. 2. I'm not a XXXX, in fact I used to audit escrow forms so I believe that I'm slightly more educated on the mortgage servicing process than their average customer. I was incredulous that without operational systems the rep would assume I'm not even their customer. She never even let me finish explaining the full problem.
Call 4 : Trying again with a different rep who did apologize about the last person 's attitude, placed a ticket regarding the XXXX and I did get one emailed to me within a couple of days, within the promised timeline of that phone call. Except, IT WAS THE EXACT SAME FORM AND NOT A CORRECTED. XXXX!
Call 5 : Called back and said it's still wrong, they put in an escalation to the manager and suggested I proceed filing my taxes using the disbursement sum from the itemized page and that I should feel assured I would get a corrected one eventually. They placed a follow up to a manager to call me back as well.
Manager Voicemail : I was in a meeting so I received a voicemail telling me to call back XXXX.
Call 6 : I call back and ask for XXXX but am never transferred. This person puts in ANOTHER TICKET abut the XXXX and says I'll get a corrected one because they don't see any there open tickets. That was yesterday XX/XX/2018.
I'm at y wits end, there's clearly a systemic problem with that box on Freedom 's XXXX that's not being addressed. It's likely I'm not the only impacted customer as I highly doubt they are printing these individually. I want a corrected XXXX! It shouldn't take 7 calls from one customer to correct a bank error.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-02-23
Durham, NC
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
2018-02-23
Arvada, CO
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: Freedom Mortgage has repeatedly made harassing phone calls claiming we are behind in our mortgage payments. We have made every mortgage payment in full and on time. They claim we never made our XX/XX/XXXX payment and now each time we make a payment it is credited to the previous month. On XX/XX/XXXX I sent them a bank statement proving we did make our XX/XX/XXXX payment. Despite this, as of XX/XX/XXXX we are still being harassed.
I find it very unlikely that a mortgage company is this bad at managing payment records. I have also read the customer complaints against Freedom Mortgage on the website for the XXXX XXXX XXXX. As a result I'm becoming convinced that Freedom Mortgage is attempting to trick us into making an extra mortgage payment that we do not owe them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-02-23
Durham, NC
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
2018-02-23
Las Vegas, NV
Applying for a mortgage or refinancing an existing 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
2018-02-22
Grangeville, LA
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Information is missing that should be on the report
Complaint: My Mortgage was sold. I have little personal credit outstanding. The new mortgage company, Freedom Mortgage is not reporting they have my Mortgage. It still reports as XXXX XXXX XXXX XXXX and Paid.
My Credit score has dropped 100 points ( No outstanding Credit. ) I even have a letter from Freedom Mortgage stating they have corrected this XX/XX/XXXX. They purchased it XX/XX/XXXX. According to All the Credit Bureaus it has not happened. They are still reporting my Mortgage paid off and with XXXX XXXX XXXX.
I have contacted Freedom Mortgage over 11 times since XX/XX/XXXX. I even have a direct line to Customer Service Escalations and he is no longer answering. I have contacted the VP of customer Service - NO RESPONSE XXXX even had my residence as one I had not lived at for 4 years.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-02-22
Fort Worth, TX
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
2018-02-22
Westfield Ctr, OH
Trouble during payment process
Mortgage: VA mortgage
Complaint: I went into foreclosure with my mortgage company and the loan was sold several days later to a new servicer ( Freedom Mortgage ) on XX/XX/XXXX. I requested a reinstatement amount and told me I would have to wait until it was sent out. The first reinstatement letter from the Freedom Mortgage was date XX/XX/XXXX for {$7100.00}. I then called to make the payment and was told I could make the payment but would have to wire the funds. I then called my bank to find out how to do so and then called Freedom Mortgage to get the wire information. At that point I was told I could not make the payment and would have to call the attorney handling the case. I then called the attorney 's office and was told they do not have the case in house at that time. I then call Freedom Mortgage back to request a reinstatement letter in order to get current. I received my new reinstatement letter one day after the date the funds were due by. The letter was dated XX/XX/XXXX, mailed XX/XX/XXXX, and I didn't receiver the letter until XX/XX/XXXX. The due date on the letter is shown XX/XX/XXXX given me no chance at all to make the payment within the deadline. The amount on this letter was for {$10000.00}. I then called the servicer once again to verify that I can still pay this amount and was told no one in the office was there to make this decision and I will have to call back XX/XX/XXXX to confirm. I did call back on XX/XX/XXXX and was told that I would in fact need a new letter but this time the letter would also be emailed to me to make sure it was received in a timely manner. The letter was not emailed to me in fact it was dated XX/XX/XXXX, mailed XX/XX/XXXX ( which is a Friday, and I did not receive it until XX/XX/XXXX, and it was giving me until XX/XX/XXXX to make the payment. I then called Freedom Mortgage ( the servicer ) once again to confirm that I would have enough time to transfer funds and get to my bank to submit the payment and I was told as long as I made this payment within the month of XX/XX/XXXX I would not be charged additional fees. I made previous mention to Freedom Mortgage that I would need some time to transfer funds because the amount of the reinstatement continued to change and I had no idea ahead of time what that amount would be. The new reinstatement amount dated in the letter was for {$12000.00}. On the morning of XX/XX/XXXX I had completed all transfer of funds to wire the total of {$12000.00}. I first called Freedom Mortgage to confirm the wire information and the amount in which they confirmed and then then made the wire transfer that morning. I then received a letter from Freedom Mortgage stating that my funds were received and I was no longer in foreclosure with the new mortgage payment amount of {$1300.00} due XX/XX/XXXX with a grace period of XX/XX/XXXX. On XX/XX/XXXX I logged on my my Freedom Mortgage account to make the aforementioned payment to find XXXX additional charges listed simply as " fees ''. These charges totaled somewhere around {$1000.00}. I was unable to make my regular scheduled mortgage payment so I had to set time aside the following week to investigate the issue. After a lot of back and forth as to what the charges where even for Freedom Mortgage simply said they I paid the reinstatement a day late so I was charged an additional {$1000.00} on XX/XX/XXXX, more than a month after the reinstatement payment was made and accepted. I have full documentation for all the dates listed here and again was told that I could make the payment within the month of XX/XX/XXXX. These fees are excessive and unfair business practices not just for a borrow but for a veteran who has done everything he can within reason to justify the situation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-02-22
Vancouver, WA
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