FREEDOM MORTGAGE COMPANY

2019-10-29

Bolen Town, SC

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

2019-10-29

AZ

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Since the first payment of XX/XX/XXXX, the payment amounts have been inconsistent. Upon repeated telephone calls to Freedom Mortgage, we were told " it was because of the escrow ''. To confirm, I called both the Treasurer 's Office and Homeowners insurance company. They disagreed. My husband is the only one on the loan. Our house got appraised by a company working for Freedom Mortgage at {$170000.00} when our house is only worth {$58000.00} according to XXXXhe County Treasurer 's Office. At some time, according to Freedom Mortgage, our loan was sent to a servicing company. We had no idea and continued to make the monthly payments based on the amount on the statement to Freedom Mortgage. At some time, they contacted us and said, " they bought it back '' now with a different account number but the same interest amount. They attempted several times to modify the loan at a ridiculous amount of years ( 40 to be exact and the same 6.75 % interrest rate ). We disagreed. However, we made several payments of amounts doubling some times triple the amount directed to the principal. For the entire year of XXXX, Freedom Mortgage stated we did not make one payment. I would check the bank account, the check would be there deposited and funds removed, and I would contact Freedom Mortgage. The agent on the line would say " yes you are all caught up, even ahead ''. Your mortgage is in good standing. However, through mail and phone calls, they said we did not make the payment. on 10 different occasions, I got certified copies of all the payments made, the checks always written to Freedom Mortage and sent it to them certified with return receipt. I, XXXX XXXX wife XXXX XXXX am not listed on the loan but have taken the negative report to my credit history. XXXXE tried several times to refinance but Freedom Mortgage has hurt our credit. WE tried to pay off the entire balance in XXXX of XXXX and Freedom Mortgage said no. We had to file bankruptcy to avoid a foreclosure sale and we are not bankrupt. This company has been lying, harrassing us, stealing from us by putting the funds in an unapplied account, hurting us, threatening us for 12 years. We don't know what to do. We are out of the bankruptcy court as Freedom Mortgage said we had to do 3 months in a modification period. WE did by overnighting the payment. They denied they got them and XXXX XXXX ' law office proved otherwise. Now they want {$25000.00} plus to reinstate? Oh this company has hurt us in every way. WE are honest people, we have integrity, we just want to live in our house and enjoy it. Recently, our car was repossessed because the trustee did not make the payments to the car 's finance company. WE need help. I have called the local county attorney 's office, the attorney general 's office, XXXX XXXX XXXX Office, wrote to HUD, FHA, washington, an am exhausted. This company is stealing from us. I did call the Federal Bureau of Investigation and was advised to call your office. I pray that CFPB can assist us. Oh, I hope no other person is going through this. We have given them so much money and are hurting so much. To day, they are theatening yet again with a foreclosure. We have done what they have asked time and time again just to be threatened. Oh XXXX, please please help us and tell us what we may be able to do. Thank you for your time. My wife, an innocent bystander has been hurt and paid dearly.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-28

Newport, TN

Closing on a mortgage

Mortgage: FHA mortgage

Complaint: I was contacted by Freedom Mortgage on XX/XX/2019 by XXXX XXXX asking if I would be interested in reducing my interest rate on my current mortgage with them at no cost to me that Freedom Mortgage would be paying for everything that the only thing I would have to bring to the table was FHA upfront mortgage premium. After our discussion she sent me loan disclosures. She asked that I send her back a copy of a utility bill. I sent the information that afternoon and then called back on XX/XX/XXXX to verify she received everything. She said she did and I had several questions about the information. She at that time in fact said that after running the numbers while we were on the phone the loan would not have enough time to close in XXXX so I would be able to skip both XXXX and XXXX mortgage payments because it would close toward the middle to end of XXXX. I was thrilled especially since the holidays were coming up so I agreed to move forward. That is where the issue happened. After a week and 1/2 I had not heard anything so I called to check on the status. I was told not to worry they were working on it. I asked to have XXXX call me and left a message. She did not call back. I then sent an email. I did not hear back. I then got information via email on XX/XX/XXXX from XXXX XXXX telling me they were working on my information and if I needed anything to contact her. I emailed back because it said to stay current with my payments during this process and I asked about what to do about my XXXX mortgage that I wanted to make sure it would not count against me and XXXX emailed back on XXXX XXXX and said to make sure to continue to make my mortgage payments until I hear back. I then picked up the phone to call her and got her voicemail. I told her that concerned me because I was told I would get to skip my XXXX and XXXX payment to please have XXXX XXXX call me back to explain or could she call me. Again no return call from either one of them. I sent emails to both as well with no response. I then got an email on XX/XX/XXXX with closing documents. When I looked through the documents I was dumbfounded because not only was the amount I was to bring at closing doubled but also the closing date was within a week. I was told we would not close until the middle of XXXX and that is why I would be able to skip XXXX and XXXX mortgage. I emailed XXXX and XXXX and left another message for both. Still no response. I have left 3 additional messages for both ladies with no response to any of the phone messages or emails. I then called and asked for a manager. Last Thursday I spoke with a manager who said he would look into it and call me back Friday. It is now Monday evening and still no return call. I have called and asked for a manager and keep getting a voicemail of someone different each time. I left messages now for both girls managers and have been on the phone over an hour to speak with the escalation team and no one has picked up. This is absolutely ridiculous and I think they are attempting to try and churn loans.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-28

Madison, AL

Closing on a mortgage

Mortgage: FHA mortgage

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

Timely Response

2019-10-27

Alta, CA

Applying for a mortgage or refinancing an existing mortgage

Mortgage: VA mortgage

Company Response: In progress

Timely Response

2019-10-26

San Jacinto, CA

Problem with a credit reporting company's investigation into an existing problem

Mortgage: FHA mortgage

Complaint: This particular account situation that is lately filing on my own credit document has a seriously unfavorable relation to my personal ability to obtain a present loan application. I highly recommend you generate verification that FREEDOM MORTGAGE has been reported completely in accordance with the Fair Credit Reporting Act regulations, it's really a serious problem to mis-report. Moreconfirmation of the aforesaid item too. My proper request mustover, I was never 30 days/60 days/120 days late in any of my payments and I'm not greatly tuned in to the date opened so I prefer to ask you be investigated as soon as possible and confirmed to be correct. Thanks!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-25

IL

Trouble during payment process

Mortgage: VA mortgage

Complaint: I'm a XXXX veteran and I have recently had my rating increase to XXXX % As per the state of Illinois any rating higher than XXXX % is tax exempt and I'm now text exempt. After numerous contacts with freedom mortgage, I believe I was intentionally misled as to when it would be applied. My lawyer 's office was previously informed that in XXXX freedom mortgage would conduct an escrow analysis and make any necessary adjustments and apply my exemption. I have provided VA award letter to the county assessor 's office with the necessary documents and in return I have received a letter from my assessor 's office stating that I'm now tax exempt. I have forwarded the text exemption letter from my local assessor 's office along with my VA XXXX rating award letter as my previous tax bill and that shows the amount of SSA I would be liable for. if I were not misled as to the application of my tax exemption I would have never refinance with this company and went with another lender. I'm now being told that I have to wait a year to receive my tax bill that states that I'm text exempt shows XXXX dollars due. Which the letter I have clearly states that I'm text exempt and none will be due. Veterans and XXXX veterans beware, freedom mortgage policies and guidelines directly Enforce the holding of monies from veterans when it is clearly not necessary.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-24

NH

Trouble during payment process

Mortgage: FHA mortgage

Complaint: I have provided documents for months to support the requirements to process a loan modification with Freedom Mortgage. The loss mitigation package was accepted as complete XX/XX/2018 followed by requests for a pension award letter, there was no pension and I called to discuss the issue. I sent multiple notice of error requests and information requests to the specific notice request address without response. The loss mitigation package was denied because there was no pension support. I provided detailed information on what is covered by a 1099R and provided the retirement account distribution support. The employees refused to ever discuss the letter denying it was ever sent. The employees refused to provide any or all options available that would cure the default. The employee XXXX promised if I provide his requested forms that the loss mitigation would be processed without issue. The staff does not appear to understand the documents that they are responsible for processing.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-23

Blackbird, DE

Problem with a credit reporting company's investigation into an existing problem

Mortgage: VA mortgage

Complaint: I made a payment on the companies website one prior to my account being 30 days delinquent. I received to confirmation email with the date and time the payment was make and the date that it would credit to my account, the next business day. The company reported me 30-days delinquent although I made the payment prior to the 30th day delinquent.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-23

CO

Incorrect information on your report

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

Account status incorrect
Complaint: I recieved a bill from a this company and i always mail my payment. However, one month they received the payment 5 days late. The check was dated for before the payment was due but it was not processed until after it was 5 days late. The company reported me as 30 days late on my credit report because of this and it has damaged my ability to get a home loan with the best possible rates. I had also mailed other payments into them that were received 5 days late as well but i never had a 30 day late payment put on my credit report. Technically the payment was only 5 days late and a late pay was assessed to my account which is fine. Since the incident, i have always paid more then i have agreed to pay each month as well and attempted to have them remove the late payment history but have not been successful.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-23

Bedford, TX

Applying for a mortgage or refinancing an existing mortgage

Mortgage: FHA mortgage

Complaint: To whom it may concern : I am writing this goodwill letter to see if we can get a 30 day late payment removed from the credit bureau. We are in the process of refinancing our home and we cant have any late payments. We had made the payment with a check and the funds hit a hour late. Freedom mortgage rep said that it wouldnt clear that early but it did. Me and my husband work for the federal government and we cant be late on our mortgage, we fell a little behind due to the government shutdown but is slowly getting back on track. This was our first time being late!! Can you please remove XX/XX/2019 day late payment. Thank you so much for your time!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-23

TX

Trouble during payment process

Mortgage: FHA mortgage

Complaint: My original mortgage was bought by Freedom Mortgage Company. My mortgage with them started in XX/XX/XXXX. My original mortgage amount is {$1400.00}. I made the following payments : XXXX XXXX & XXXX, however, missed XXXX payment. In XX/XX/XXXX I made both XX/XX/XXXX and XX/XX/XXXX payments. Then I made my payments regularly in XXXX, XXXX, XXXX, XXXX, XXXX, XXXX & XX/XX/XXXX. I was always charged late payment fees of XXXX $ though most of my payments were made over the phone with the Freedom Mortgage Company either on the XXXX ( due date ) of the month or earlier, however, I still was charged XXXX $ late payment fee. The Freedom Mortgage Company did not credit my payments to my account with them and kept sending me letters of no payments and the last one was on XX/XX/XXXX showing high delinquency and outstanding amount of XXXX. I communicated in writing and over the phone with Freedom Mortgage Company and sent all bank statements showing that money was received by them. They kept giving me different scenarios of no sufficient funds in my account and wrong routing & bank account numbers. They raised my mortgage from the original amount of {$1400.00} to {$1800.00} claiming that there is a shortage in my escrow account. I sent them an XXXX sheet that shows all the payments as well as all the bank statements to prove the payment. On my online dashboard with them it shows that I made all the payment, however, they still claiming I did not make the payments. On XX/XX/XXXX, they sent me a letter confirming receiving the payments till XX/XX/XXXX. I made an XXXX payment as well. However, I received a call from them today XX/XX/XXXX confirming that I am delinquent for {$10000.00} and that I did not make my payments. I did not pay XXXX and XX/XX/XXXX. I requested to differ these payments as they suggested as well as XX/XX/XXXX payment, however, I was told today that they do not differ payments. They will rewrite my mortgage and interest rate will change based on my credit score. They were reporting me to the credit bureau since XX/XX/XXXX every month for no payment. This damaged my credit score completely and dropped me below 500. I have proof of all payments, letters, screenprints of my online dashboard with them to provide you to help investigate this matter. I need all my payments to be entered into their system. As compensation, I kindly require XXXX, XXXX & XX/XX/XXXX payments to be deferred to the end of my mortgage and send a letter to the credit bureau confirming that they reported me falsely. Note : They had {$520.00} and were put in an unallocated fund account as they called it. They applied this amount to my {$2500.00} In XXXX to cover both XXXX & XXXX Payments. Now I have {$1200.00} of the unallocated fund as you will see in the XXXX statement Thank you 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

2019-10-23

Rancho California, CA

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

Timely Response

2019-10-22

Urbandale, IA

Applying for a mortgage or refinancing an existing mortgage

Mortgage: FHA mortgage

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

Timely Response

2019-10-22

Carver, MA

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: I have applied for a loan modification for my primary residence but am having difficulty communicating with my servicer. I Finally got approved as of XX/XX/XXXX, after a variance was approved ( XX/XX/XXXX ) to remove my co-borrower from submitting financial documentation for a modification. My co-borrower is my uncle in law who is a non-owner occupied borrower who refuses to cooperate. The lender agreed to continue with the variance and suggested A quit claim deed ( XX/XX/XXXX ) and I submitted it only to find out it didnt suffice. I went through my three month trial period and paid three months of mortgage ( XXXX XX/XX/XXXX ) and was told throughout the process My co-borrower would be removed so I could continue with the final modification process. End of XX/XX/XXXX I received the final documentation and it included my late husband who passed away XX/XX/XXXX and my co-borrower. I pleaded with the mortgage company for weeks to remove my husband which they finally did however I was told they would not remove my co-borrower as he was on the mortgage note. I was told if he didnt sign I would automatically fall into foreclosure. I again pleaded with my co-borrower to sign and the mortgage company with the intention of wanting to pay my mortgage and keep my home for my children and I, with no success. Ive complied though out the process but I was mislead, misinformed and Ive struggled to get answers.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-22

Banner Elk, 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

2019-10-22

VA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: on XX/XX/XXXX my father passed away. The home that I have resided in since XXXX had a mortgage on it in my fathers name. In his trust the home was left to me and has been deeded to me. I have been in contact with Freedom Mortgage since XXXX trying to pay off this loan. On multiple occasions I have been told the pay off has been requested only for me to call a week later after not receiving it and being told they need additional information. To date I have sent them a copy of the trust, my driver 's license, the death certificate, the certification, a copy of the deed, deeding the property from my father to the trust and then a copy showing that the property was deeded to me from the trust. on XX/XX/XXXX I spoke with a supervisor named XXXX ( identification number XXXX ) who assured me that they had all of the documents after a month and a half long battle and that the payoff would be requested with haste. On XX/XX/XXXX I received a letter mailed on XX/XX/XXXX stating that they needed a copy of my birth certificate to prove that I am related to my father. This is an excessive breach of my personal information at this point. They have every legal document showing that not only was the home an inheritance gift to me - but that it has been legally deeded to me. I called and spoke to a representative named XXXX ( identification number XXXX ) on XX/XX/XXXX who told me they should not be asking for my birth certificate, then asked who my step mother was ( she had faxed in documents to them as well ), and then told me they did need by birth certificate. It is my personal belief that since I am paying off the loan they are attempting to run up the interest on the home. Currently since this process started they have earned an additional two months of interest and since I have had to send away to vital statistics in order to obtain my birth certificate it looks as though they will be obtaining an additional two months. Every time I speak with a representative I am told whatever document they are requesting is the last one and then I will be able to obtain the payoff. This never happens.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-21

Evans, CO

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

Timely Response

2019-10-21

Leon Valley, TX

Problem with a credit reporting company's investigation into an existing problem

Mortgage: VA mortgage

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

Timely Response

2019-10-20

Mabank, TX

Applying for a mortgage or refinancing an existing mortgage

Mortgage: VA mortgage

Complaint: Trying to close a refi on my mortgage.Three closing dates were set up and company won't send closing disclosure, title company can not close.Started this refi XX/XX/2019 has been in and out of underwriting, closing and title company since XX/XX/XXXX.Company will not give me a reason why.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-18

ME

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: Freedom Mortgage has consistently failed to provide me requested information and forms in a timely manner, preventing me from refinancing my Freedom Mortgage held loan with a new lender. Specifically, it took 25 days and over 10 calls to their call center for Freedom Mortgage to issue me an escrow analysis. This delayed my close date. Then Freedom Mortgage failed to issue me my payoff amount in a timely fashion. This has the potential to delay my close date. Their customer service team is incompetent and does little to resolve your issues. Please investigate.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-18

Madison, AL

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

2019-10-18

MA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I refinanced my mortgage with Freedom Mortgage in XX/XX/XXXX. The closing process with Freedom Mortgage was problematic from beginning to end, as the company seemed unable to follow simple instructions. In the spring to XXXX, I received a notification from Freedom Mortgage that my escrow account was significantly underfunded in the area of {$1600.00} and my monthly payment was increasing by {$400.00}. I made repeated phone calls to the Freedom Mortgage and was told various answers each time : 1 ) my home owners insurance increased, 2 ) my real estate taxes increased or 3 ) there was a problem with my closing documents. After following up on their responses, all of Freedom Mortgages answers were incorrect. I also requested and received an Escrow Account Disclosure Statement from Freedom Mortgage which contained several errors and was difficult to understand. I called Freedom Mortgage about the errors in the statement and was told there was nothing they could do. On my own accord, I initiated a review of my closing documents, there I identified an error in Freedom Mortgages Initial Escrow Account Disclosure Statement and noticed my real estate taxes were under-reported by 50 %. Meaning the initial monthly payment presented to me by the mortgage broker was grossly inaccurate and the total monthly cost of the loan was significantly higher than what Freedom Mortgage represented to me. If I had known the true monthly payment, I would have not proceeded with the refinance process. The loan was misrepresented to me. At this point, I have lost all faith in Freedom Mortgage to handle my loan as they have missed handled and misrepresented information at every stage of the loan process and are grossly incompetent. At this point, I would like to take regulatory and legal action against the 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

2019-10-17

Hinkley, CA

Closing on a mortgage

Mortgage: FHA mortgage

Complaint: I started a refinancing process on XX/XX/2019 with Freedom Mortgage. This company is also my mortgage. I have been on time with payments for more than a year. I was told by XXXX XXXX that it was going to be smooth process since I have my mortgage with them. In this process I was told by XXXX not to worry to pay the house for the month of XX/XX/XXXX and XX/XX/2019. Which it was convenient to invest for some things on the house. On the closing appointment the representative did not show up and I called them and they said that I need to make XX/XX/XXXX payment and I explain to them regarding the email that I was told not to pay XX/XX/XXXX and plus I have invested the money already and that issue will cause to make my payment late, so they gave me to XX/XX/XXXX to complete XX/XX/XXXXpayment and any fees so I try many attemps to communicate with XXXX or any other person to help me understand all the confusion that they are putting me through why so many changes and why was not even told anything about any changes.Even though I did made my XX/XX/XXXX payment on XX/XX/XXXX and I send emails to let them know that I was ready to schedule the closing appointment again. So I was early 1 week prior to the deadline and when I call Freedom tells me that my refinancing is close and they could not do anything about it I explain to the person that I have a letter that states deadline is XX/XX/XXXX and why do they close it way before the deadline .Daniel refuse to take any of my calls and responding to my emails and I try to speak to a supervisor as well very unprofessional never return my email or a phone call. I need it to get my payment lower ..so I can afford my childrens house and all since XX/XX/XXXX I was lied and nothing was done I did everything I was ask to do so I am very confused and upset to why Freedom mortgage did this to me. I have been a good costumer all this time and now I am very disappointed with this refinancing process. This process got me to get behind in my mortgage for XX/XX/XXXX and XX/XX/XXXX because I have put my trust in them. I do feel ignored and discriminated and very disappointing with their honesty. Freedom Mortgage did not follow the Department of Housing refinancing guidelines.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-17

Anaheim, CA

Struggling to pay mortgage

Mortgage: VA mortgage

Complaint: As of XX/XX/2019, I have been trying to work with my mortgage company on extending my deferment for the past several months. I gave them my military extension ( amended ) orders and requested to extend my deferment in a timely manner. Ive also provided them a copy of the new California Amendment with an effective date of XX/XX/2019, which doesnt require to get a JAG Court Order but they keep beating on my head that I do. I told them numerous times that this new amendment covers 180 days within a 365-day period. I have been on XXXX XXXX for two years without a break in service. I am also waiting for another military extension ( amended ) orders to continue my medical care and treatment for my injuries I suffered in the XXXX XXXX. All I am asking them is to please extend my deferent for six more months not the entire duration of my current XXXX XXXX. I have also requested numerous times for them to provide me via email or mail what they need so I can give the information to the JAGs Office but I keep getting the same phone conversation that they cant. I finally contacted JAG for assistance. The JAGs Office and I placed a three-way phone conversation to the mortgage company but to no avail he couldnt convince them that the JAG Court Order doesnt exist for what I am requesting. Now, I am here filing a complaint. Please help me resolve this matter. Hopefully with your help, I am granted the additional six-month deferment I have been requesting.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response