FREEDOM MORTGAGE COMPANY

2018-01-03

Green Acres, 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

Timely Response

2018-01-03

San Diego, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: my mortgage was schedule to pay via bill pay from bank, received package from mortgagor asking to submit ACH, went online and submitted all ACH information, payment was supposed to start after XX/XX/XXXX payment, but XX/XX/XXXX payment was drafted despite bill pay was delivered & posted, contacted lender that this has happened ( lender do not have curtsy to notify their error ), they want to send complete bank statement and wait for 8 business days, they said there will be no payment will be due & drafted for the month of XX/XX/XXXX, loan statement received also states the same thing BUT surprisingly XX/XX/XXXX payment also drafted! so they have been recovering payment in advance for almost 60 days! Called the lender again XX/XX/XXXX employees were so arrogant and blunt and would not process the request and would not answer any question and keep arguing, asked for Supervisor - same response, asked for supervisor`s supervisor and explained the problem that lender has created, as they are charging me interest they should pay me interest for their error & refund me extra payment immediately that is the resolution I request. Improve their process to avoid duplicate payment and train their staff to response & handle such situation more professional manner. Employee # XXXX- not helpful, Employee # XXXX not helpful. Employee # XXXX helpful obtain info and assured work on request but no resolution.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-12-30

South Gate, CA

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

Timely Response

2017-12-30

Trouble during payment process

Mortgage: FHA mortgage

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

Timely Response

2017-12-30

West Covina, CA

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

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

Timely Response

2017-12-29

Patterson, MD

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: On XXXX XXXX I called Freedom Mortgage to find out how to get PMI removed from my loan and was advised ( and verified XXXX to pay XXXX and the monthly charges would be removed. Additionally there was a request to pay bi-monthly ( which would only be allowed once an additional monthly payment was paid - i.e. if monthly payment due is XXXX to pay an advance of XXXX and can then initiate bi-monthly debits ). After my payment for XXXX cleared and my PMI was not dropped, nor was the bi-monthly option available as per their website, I called Freedom Mortgage to find out why. Over the course of 3 phone calls, including one with a Supervisor by the name of XXXX, I was given 3 different reasons why PMI was not dropped. One of the more humorous ones was I needed to pay {$130000.00} in order to drop PMI. That 's the loan amount.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-12-29

Finksburg, MD

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I am attempting to request XXXX XXXX for the year XXXX and XXXX. Freedom Mortgage outsourced my loan, unbeknownst to me, and claims they do n't have access to my records. I have called their company multiple times on XXXX & XXXX only to get different answers from them each time I call. They have given me the number tot he company which they claim has my information, a company I never signed paperwork with, yet every time I call that company and enter my personal information I get transferred right back to Freedom Mortgage as they 're my mortgage company! I tried calling the other company without entering my information and I am unable to get through to a persona and at one point stayed on hold for over one hour ( I can provide phone records ). I spoke with an escalations person at Freedom, XXXX, and she told me Freedom can not get my XXXX XXXX for me that I have to deal with this outsourcer even though I never agreed to allow my account to be transferred. The only time Freedom wants to speak with me is when they 're trying to get me to refinance my house, so they only able to help with sales calls, not service calls. Additionally, in XXXX they failed to perform a mortgage/escrow analysis for over one year as a direct result of them oursourcing my account to a third party. They claim it was n't their fault because they were n't handling the loan, but I opened the loan with them! It appears Freedom opens accounts with customers then sends their business to subpar vendors and washes their hands of any responsibilities to their customers. Yet they will make frequent sales calls to you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-12-29

Arco, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My mortgage loan was transferred from XXXX XXXX XXXX XXXX ( XXXX ) to FREEDOM MORTGAGE on XXXX XXXX, XXXX. I made my XXXX payment to Freedom Mortgage from my checking account on XXXX XXXX, XXXX. Subsequently, on XXXX XXXX, XXXX I received a letter from Freedom Mortgage dated XXXX XXXX, XXXX indicating that they had " not received my XXXX payment in the amount of {$2800.00} making my loan past due ''. I called customer service on XXXX/XXXX/XXXX and at their request I submitted proof of payment from my bank. Freedom Mortgage then initiated an investigation. I subsequently received a letter from Freedom Mortgage dated XXXX/XXXX/XXXX stating that " After reviewing your account, our research indicated that the payment for {$2800.00} was returned on XXXX XXXX, XXXX at the request of XXXX XXXX XXXX XXXX '' On XXXX/XXXX/XXXX I sent an email to Freedom Mortgage Customer Service asking for an explanation as to how happen I make an on time XXXX payment to Freedom Mortgage and then the payment is RETURNED at the request of a 3rd party ( XXXX )? Returned where? The payment did n't come back to me. I made the XXXX payment to Freedom Mortgage and now Freedom Mortgage is sending me notices as if my payment was n't received and that my account is past due. This experience has left me with an extremely poor first impression of Freedom Mortgage as the new servicer of my mortgage loan. To date Freedom Mortgage has not adequately addressed my inquiry and a timely response has been lacking. I have not yet submitted my XXXX payment to Freedom Mortgage because I have no confidence in what they will do with it. Will a 3rd party request that payment too and will they send it away again without my knowledge or consent and then persist in sending me past due notices?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-12-28

GA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: We have two different problems. The first problem is that our mortgage company changed hands in the beginning of us dealing with losing our home in Hurricane Irma. Because our old mortgage company had already put us in forebearance for XXXX, XXXX and XXXX our new mortgage company accepted those terms. We would like to pay our account up to date but despite numerous phone calls to them asking them to remove fees on our account that are bogus so we can pay up to date they have done nothing. On XXXX XXXX? our account is charged 10 times each a fee of {$1.00} and {$9.00}. When you click on details for this fee there are none. No one knows what those fees are for. We are not supposed to be charged any fees while going through forebearance and refuse to pay our account up to date until our account is fixed. The second problem is that our new mortgage company was sent checks from our insurance company for repairs to our home. They were overpaid by over {$13000.00}. By law they are supposed to send that overage to me. I was told this by a person in Loss Draft handling our account, our insurance company says they have cashed the check but 3 weeks later they still owe us {$7500.00} acknowledging that in a phone call but having no reason as to why they havent sent it even though I was told it would be sent by XXXX XXXX immediately. Also their insurance claim website says that we are supposed to receive 25 % of our check to help start repairs which is around {$12000.00} and so far have only received a little over {$2000.00}. We had an inspection where the inspector verified that at least 75 % of our work has been done and the inspection was approved but we still have not received funds to pay our builders, etc. I have been having to put these charges on my credit card and cant keep doing this. Something illegal is going on in this company with them keeping our money. On the mortgage side no one bothers to fix our account so we can get it up to date so I dont know if they are trying to do something illegal and maybe get a hold of our house since we only owe {$47000.00} for it and it 's worth {$370000.00}. I 'm not sure if this company is on the up and up. We went through damage with Hurricane Mathew too and got the best customer service from XXXX XXXX and have no idea why I mortgage changed hands unfortunately to a very bad company and possibly illegal and dishonest company. I have contacted an attorney who first told me to file with you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-12-28

Val Verde, TX

Trouble during payment process

Mortgage: VA mortgage

Complaint: Freedom Mortgage doesn't apply payments appropriately. This has been a recurring problem and I have reported to the CFPB before. We stay approximately 3 monthly ahead on our payments and we make each of the payments through the Lender's website. The lender's website will only allow full payments plus additional principal and additional escrow. They will not allow partial payment. We made the payment plus additional principal on XX/XX/XXXX which was due for XX/XX/XXXX . They did not apply our payment. The account summary shows it went all to principal, but the statement shows it is held in suspense. I called Freedom Mortgage on XX/XX/XXXX and was told by XXXX that it would be corrected. It has not and now the lender is blaming me. I was told I didn't make the full payment - I didn't pay enough. I paid through their website as always, which doesn't allow less than a minimum payment and I paid additional principal. Additionally the lender is trying to charge me a future interest rate. My interest rate is changing, and they are trying to charge me the new rate on payments I am making now. How can they charge future interest? We also have not received the ARM notice of a rate change. Is that not supposed to go out 60 days prior to a change? They claim they sent it on the XXXX, but there is no record of that online in the statements and documents section of their website. How can they charge me the new higher rate now? Why am I penalized for making my payments early and paying extra?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-12-27

CA

Trouble during payment process

Mortgage: VA mortgage

Complaint: On multiple occasions beginning on XXXX XXXX XXXX I have requested that Freedom Mortgage pay my full property tax bill. They have not done this despite several phone calls and emails. There is sufficient balance in the account to pay the bill but Freedom Mortgage will not pay them because of an internal email advising customers reps to tell clients they can not do this without a valid tax bill however the a valid tax bill has been provided several time. This was told to me by XXXX XXXX ID XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-12-27

Ft Lauderdale, FL

Trouble during payment process

Mortgage: VA mortgage

Complaint: I am a XXXX XXXX XXXX Veteran. The State of Florida has made totally XXXX veterans 100 % exempt from property taxes. Freedom Mortgage is escrowing for property taxes and wo n't stop! I moved in on XXXX/XXXX/XXXX and have made 3 payments to Freedom Mortgage. I have called them over 10 times and sent in proof of my tax exempt status 5 times! Everyone says they will fix it and they do n't. I ca n't afford this extra burden and my XXXX is making it difficult to go thru each day. Freedom Mortgage was caught by DOJ scamming before. Please help me!
Company Response: Closed with explanation

Timely Response

2017-12-26

CA

Trouble during payment process

Mortgage: VA mortgage

Complaint: This complaint is in reference to Mortgage XXXX with Freedom Mortgage at XXXX. My calculations that Freedom Mortgage is over-escrowing for property taxes and has not responded to me request to pay supplemental tax bills from this overfunded account. I called initially for an escrow analysis on XXXX XXXX, XXXX and followed up on XXXX XXXX, XXXX and any again on XXXX XXXX, XXXX. In each interaction Freedom Mortgage refused to complete the escrow analysis citing concerns about needing to wait until XXXX. I believe this is violation of RESPA which requires a maximum escrow cushion of 2 months. I have logged my compliant with XXXX XXXX XXXX on XXXX XXXX, XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-12-23

Franklin Lks, NJ

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I am currently into month thirty on making the WRONG calculated payment that I should be paying on my 30 year term mortgage ... Recently I was informed that Freedom mortgage was willing to help by increasing my term up to a 40 year term only to save me {$100.00}. Realize that this was after a 2 year miscalculation on my payments from the original lenders that caused this entire mortgage to snowball on me. I was in the process of resolving the issue by paying back the ESCROW SHORTAGE that this caused me when I refinanced from these amateurs. And then at this time it was supposed to be reviewed and adjusted in my favor to get a reduction on my mortgage ... It has now come to terms to seek some kind of help on this entire hardship that is causing me Including all documents and HUD copies to be reviewed. At this time I have no choice rather than to take this bogus offer only so I can afford to continue to fight this matter. Or I may even just pay the taxes only personally to my county to make this matter kick in by getting worse to prove what a missed tax payment from so called Authorized, Professional resources can cause ... I mean how hard can it be to review a scam that took place practically in my hometown approx 30 months ago?? Could both my Girlfriend and I mistakenly misunderstood the closing agent who acted as a notary public on the evening of XXXX XXXX and stated to us that " this cashier 's check for the amount {$2400.00} is going to your county so you KNOW that you have piece of mind knowing that your 1st quarter taxes are paid. '' And we thanked her. XXXX also stated to me that, to make sure to follow up because she did not really know the company that sent her to my home to sign the HUD and she was ONLY working as a notary public on that evening in early XXXX XXXX ... .I actually did call my township and the clerk stated to me that there was a check and they were waiting on the bank code where to place it? At this time I thought everything was fine, and 5 months after that I just starting receiving all kinds of delinquent notices ... ... ..I mean how much more can I prove to you people who ever you even are because I am getting sick and tired of everyone not being a man enough to stand up to me face to face or one on one to at least discuss or resolve this issue because next XXXX XXXX I am going to be on this stupid computer cell phone technology modern science trying to communicate over such a simple matter. Or at least say to me : look XXXX XXXX I am not reading the HUD properly or I was suppose to rush down to my county clerk to start my NEW escrow account. Somebody has to take a look at these facts.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-12-22

Finksburg, MD

Trouble during payment process

Mortgage: FHA mortgage

Complaint: Around XXXX and XX/XX/XXXX Freedom Mortgage was almost late paying my property taxes as I received a correspondence in the mail stating that they have not received payment and that if its not sent by a certain time I will incur a penalty. Also on XX/XX/XXXX I sent in a wire transfer of {$850.00} to Freedom and have yet to apply the payment to my account which is causing me to be super late with my mortgage payment. This company has some of the worst customer service and are not willing to assist you in trying to resolve any issues. I asked to speak to there superiors but they claim they would n't be able to help me and they will tell me the same thing they told me. Totally unacceptable with this company.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-12-22

Oxford, GA

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: My name is XXXX XXXX. I live at XXXX XXXX XXXX XXXX Ga. XXXXBoth my name and my wife's is on the deed. However, only my wife's name is on the mortgage. I want to stop them from refinancing and taking out all the equity in the home so that I lose my life's savings. The mortgage company is named Freedom Mortgage CorporationThe account number is XXXXThe Phone Number is XXXX XXXX XXXX XXXXNMLS number is XXXXFreedom Mortgage Corporation XXXX XXXX XXXX XXXX XXXX XXXX, NJ XXXXNMLS ID: XXXXXXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-12-22

Bethel, 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

Timely Response

2017-12-21

Carmel, CA

Trouble during payment process

Mortgage: VA mortgage

Complaint: My complaint is with Freedom Mortgage, XXXX XXXX XXXX, XXXX, Ind XXXX ; the mgr. of the Tax Dept is XXXX XXXX. The first problem arose when {$930.00} was required monthly as the escrow payment. The total annual property tax for XXXX is {$8200.00}. The monthly amount should be {$690.00} in 12 monthly increments. Instead, Freedom requires an additional {$230.00}. When we questioned the excess amount, Freedom said they were assuming a large tax increase in XXXX. This assumption conflicts with California law which limits an increase to 2 %. The assessor analyzes property values each year and adjusts the tax bill up or down based on this analysis done between XXXX and XXXX. Currently there is {$9200.00} of our money in that escrow account. The extra {$230.00} over six months will be {$1400.00}. We did not want an escrow account as we are able to pay any property tax and did so with other mortgages, paying directly with no deliquencies. Freedom does not allow us to manage the property tax payments although they are doing a poor job and failed to pay the taxes on time. We sent a fax to Freedom with the tax bill in XXXX and asked that the entire amount be paid. Customer Care provided the fax number. The fax was addressed to the Tax Dept. The County tax office confirmed this week that the tax was unpaid and delinquent with a penalty assessed. A call to Customer Care revealed that the fax was buried somewhere in the files and was not forwarded to the Tax Dept. We want the escrow account terminated given the incompetent management. Calling Customer Care is useless as each time you get a different person. We were told to send the tax bill but were not given the correct fax number. Freedom does not issue guidelines for tax bill payment and apparently does not track tax information on the County website where the tax bill, including the Secured Supplemental Tax Bill is displayed. This is a flawed system that does not work for the consumer. That impound account belongs to us and we are capable of handling the tax bills. Please help us out of this nightmare. There is no benefit to us from this arrangement.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-12-20

El Paso, TX

Trouble during payment process

Mortgage: VA mortgage

Complaint: I received my Department of Veteran 's affairs XXXX determination XXXX XXXX XXXX. I am a XXXX XXXX XXXX XXXX XXXX XXXX XXXX veteran. Thus, I am exempt from paying property taxes on my primary residence in the state of Texas. I have contacted Freedom Mortgage several times in regards to the retroactive escrow adjustment, and to adjust my monthly payment amount to include the tax exemption. They have not adjusted the balances on my account, and as a result they are continually harassing me for a XXXX XXXX payment that is grossly inaccurate.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-12-19

Cheshire, OR

Trouble during payment process

Mortgage: Conventional home mortgage

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

Timely Response

2017-12-18

Ogema, MN

Closing on a mortgage

Mortgage: FHA mortgage

Complaint: On Friday XXXX XXXX XXXX we had signed our closing papers with XXXX XXXX. On the papers, it said that they providing us with an interest rate that is 2.5 % BETTER than our current one, which is FALSE. And they are charging us {$3400.00} for it. They rate with them is actually MORE than the one we currently have. The man from the closing company told us just to sign these and let them know and they will edit the information, and probably just cut us a check for the difference. It would be fine because we have 3 days to back out. So we continued to sign the rest of the papers, and now NOBODY will get back to us from XXXX XXXX. I am getting VERY nervous and frustrated.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-12-18

Alburtis, PA

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

Timely Response

2017-12-15

Tuckasegee, NC

Trouble during payment process

Mortgage: Conventional home mortgage

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

Timely Response

2017-12-14

Wonder Lake, IL

Incorrect information on your report

Mortgage: VA mortgage

Complaint: I am a 100 % XXXX veteran and my VA mortgage is currently with Freedom Mortgage loan number XXXX. A few months ago Freedom re-calculated my monthly escrow amount and increased it and I was not aware. I continued to send in the same amount. They have returned cashier 's checks because the amount was not the full amount and have not processed checks they have received but have held on to. Thus my XXXX and probably XXXX mortgage payment are going to report late. They did receive the funds which covered the principal and interest payments and should have accepted the payment and allowed me to send in the shortage amount of the escrow amount due. There have been headaches since Freedom took over the mortgage in XXXX. My credit is now being ruined because of these late payments being recorded
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-12-14

Adelanto, 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

Timely Response