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 51
2017-11-22
CA
Trouble during payment process
Mortgage: FHA mortgage
Complaint: On Wednesday, XXXX XXXX, XXXX I received a letter informing me that I had canceled my insurance and that my mortgage company, Freedom Mortgage, would be providing me with hazard insurance at a high rate. I had know idea that my insurance had been canceled. I was n't overly concerned because I had received one of these letters about two years ago.
When I called Freedom Mortgage they informed me that they had sent my insurance payment, but it had been returned. They told me that they sent my payment to the wrong address. And that XXXX XXXX had canceled our policy 6 weeks ago. I told them that I was unaware of any problem. They said two letters were sent from XXXX. They asked if I would hold while they contacted XXXX XXXX. After 5 minutes they came back on the line and said they were talking to XXXX, The mortgage representative said she hoped they would take an overnight payment. She came back on the phone and informed me that XXXX refused. I needed to call my agent and rewrite the policy. I was extreme frustrated and overwhelmed. The next day I was having roofers show up and I had no liability insurance. The response from Freedom was that is an inconvenience. There was no admission of guilt or apology. I asked for a supervisor and was told it was a one to two day call back time. She connected me to a higher level. At one point in my anger I asked if I needed to contact the tax collector to see if they had paid my property taxes, and I was told not to be ridiculous. I could n't believe how flip they were.
I called my agent, but he was very confused and said he had to check somethings. I then decide to call XXXX myself. I connected with a very helpful agent. There records did n't show any calls from Freedom Mortgage that day. He offered to call them and see if they would send a payment immediately. He also informed me that no letters had been sent to me, but three bills had been sent to Freedom. He put me on hold, and called them. Freedom was willing to send a payment right away, and some how found the correct address.
It is amazing to me that Freedom Mortgage lied to me about everything. They risked my home and my financial safety. I have never missed a payment or been late. This is the second time they have put my security at risk..
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-11-22
Gastonia, NC
Applying for a mortgage or refinancing an existing mortgage
Mortgage: VA mortgage
Complaint: I have had a VA mortgage for 7 years with Freedom Mortgage XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, NJ XXXX Lender NMLS ID : XXXX I am constantly badgered by mail, phone & email to refinance. All notices are unsolicited & I have spoke w/ several agents to announce my desire to be left alone & that I am not interested in their services.
Make them stop!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-11-20
Woodland, GA
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
2017-11-19
Bohemia, NY
Problem with a credit reporting company's investigation into an existing problem
Mortgage: FHA mortgage
Complaint: To whom it may concern, I am inquiring about removing a few late payments off my credit report. During XX/XX/XXXX, I had XXXX XXXX XXXX XXXX causing me to miss work for 8 months or so, my I come was severely reduced causing me to fall behind on my mortgage payments. Thankfully, Ive resumed work and caught up on all my payments, paid every late fee and have been current without missing a payment for 8 months. Ive asked to have my lates removed due to the hardship I endured and as I stated, all payments were made and fees were paid. I was 30 days late on XX/XX/XXXX ( mo th I had my XXXX XXXX ) XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and 60 days in XX/XX/XXXX and XX/XX/XXXX .... since Ive made every payment on time and have never had an credit issue previously or after those dates.
If you could please assist in clearing up my report due to the nature of my situation it would be greatly appreciated
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-11-18
Santa Ana, CA
Trouble during payment process
Mortgage: VA mortgage
Complaint: The current mortgage company " freedom mortgage '' considers my payment late if they process the payment after the XXXX. I use online bill pay to pay my account and the payments are set and post marked well before the XXXX, but because it is processed after the XXXX, by the company itself, they consider this late and I am charged a fee. The processing of the checks is random. One was on or around the XXXX another was on or around the XXXX. It seems they are applying a late fee because they process this late and not use the post marked date. One employee mentioned that during training they are told to go by the post marked date, but on the floor, was told to go off of the date he has it. I can not control when they process the check I can only control when I request the check be sent. This seems very unfair. Because of this I have had to pay multiple late fees.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-11-17
Cameron, NC
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
2017-11-16
Woodland, WA
Applying for a mortgage or refinancing an existing mortgage
Mortgage: Conventional home mortgage
Complaint: We have been getting repeated calls from the company Freedom Mortgage. This has been happening for several weeks. In each case we have informed them the house has been paid off since the late XXXX 's and there is no intention to open a loan on a house that is paid off. We have been told repeatedly that we applied for the loan which is not true. We have repeatedly asked to be removed from the call list. WE have been repeatedly told it would be done. This morning alone we received two calls no more than 5 minutes apart. The main Customer Service phone number for Freedom Mortgage is XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-11-16
OR
Trouble during payment process
Mortgage: VA mortgage
Complaint: THANK YOU FOR YOUR ASSISTANCE. I ALSO SENT THEM THE LETTER YOU RECEIVED. THERE IS ALOT TO THIS MATTER, MORE THAN IS EXPLAINED IN THE LETTER. THIS FREEDOM MORTGAGE COMPANY BOUGHT OUR LOAN FROM XXXX XXXX, BUT DID NOT NOTIFY US UNTIL 27 DAYS LATER. I DID NOT SEND THE XXXX PAYMENT TO ANYONE SINCE XXXX XXXX INFORMED ME XXXX XXXX THAT THEY SOLD OUR LOAN AND WE SHOULD HEAR FROM THE NEW MORTGAGE COMPANY WITHIN 15 DAYS, AND WE DID N'T GET NOTIFIED UNTIL XXXX XXXX. NOW FREEDOM MORTGAGE COMPLAIN THAT WE DID N'T SEND OUR XXXX PAYMENT AND THEY TOLD THE CREDIT REPORTING BUREAUS THAT WE ARE ONE MONTH LATE ON PAYING, WHICH HAS RUINED MY HUSBAND 'S XXXX CREDIT SCORE, AND TWICE A WEEK WE GET MAIL THREATENING FORECLOSURE. THEY ALSO SENT A MAN HERE TO TAKE PICTURES OF THE HOUSE. ALSO THEY ARE ASSESSING LATE PAYMENT FEES AND OTHER FEES EVEN THOUGH MY BILLPAY PAYS ON THE XXXX OF EVERY MONTH. I AM GOING TO START PUTTING THE MORTGAGE PAYMENT INTO AN ESCROW ACCOUNT UNTIL THEY STOP THEIR ILLEGAL PRACTICES.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-11-15
Broomfield, CO
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2017-11-15
San Francisco, 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
2017-11-15
Trouble during payment process
Mortgage: VA mortgage
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-11-15
Bisbee, AZ
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
2017-11-14
SC
Closing on a mortgage
Mortgage: FHA mortgage
Complaint: Freedom Mortgage carries the FHA loan for my townhouse. I sold the property and will be closing on XX/XX/XXXX. The law firm XXXXXXXX XXXX XXXXXXXX, XXXX, contacted Freedom Mortgage on XX/XX/XXXX, requesting pay-off for XX/XX/XXXX, and received a pay-off amount of {$69000.00} from Freedom Mortgage with a closing date of XX/XX/XXXX. This is {$1000.00} more than expected that I have to bring to the table at closing. I called Freedom Mortgage on XX/XX/XXXX for the pay-off but they wanted to charge me {$30.00}. I also called twice on XX/XX/XXXX for explanation as to why the amount was so high and Freedom Mortgage gave me the run-around with no concrete reason. I was told that there was an FHA charge of {$250.00} and taxes included in the pay-off. I phone twice on XX/XX/XXXX, and was told that the attorney 's office put in the request for XX/XX/XXXX. The attorney 's office denied that they submitted that request. Finally, Freedom Mortgage told me that they made a mistake and it should be for XX/XX/XXXX because it 's a FHA loan. They promised to correct it and placed an accelerated request for the correct payoff. I informed them that the attorney 's office would be contacting them as well.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-11-10
Brooklyn, NY
Struggling to pay mortgage
Mortgage: FHA mortgage
Complaint: I have a big problem with freedom mortgage im trying to save my home I asked for help from them with a modification I am complying with everything they asked I even have a hud counselar working with me they stated I have something on my title that was about 6 or 8 years ago I was not living in the house that long they stated whats on my title is a judgement for XXXX I paid it years ago I even went to civil court to get a copy the bank is telling me they can not accept it the courts is telling me I have no judgement this is what they can give me I gave it to the bank they are not accepting this was years ago its paid I showed my proof im trying so hard not to loose my home but I feel they want me to I need some help from someone
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-11-09
La Vernia, TX
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: My mortgage company XXXX XXXX XXXX XXXX sold my loan to Freedom Mortgage. At the very of end XX/XX/XXXX and throughout the month of XX/XX/XXXX I received at least 2-3 pieces of mail and 2-3 emails from NYCB alerting me of this change. I did not receive a single email from Freedom Mortgage and only received my new loan number in the mail from Freedom less than 10 days before my first payment was due ; the paperwork we received was printed/dated XX/XX/XXXX. Besides being illegal, this is not good business practices and thank goodness I 'm web savvy and could still create my new account and get my mortgage paid when it was due. This was an incredibly frustrating experience wondering if Freedom would get me my information in time. I attempted to create a new account on the Freedom website, but was unable to since I had not yet received my new loan number. Compounding this issue, XXXX in the middle of the transfer alerted me that we had an escrow shortage, but I could not resolve that after XX/XX/XXXX according to XXXX because all new payments should be directed to Freedom. Please let me know how this will be remedied as this was a very poor customer experience.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-11-09
Copper Center, AK
Trouble during payment process
Mortgage: FHA mortgage
Complaint: Freedom Mortgage paid my house insurance premium of {$750.00} out of the account for my four-plex mortgage. The statement that I can download online shows that the {$750.00} was deducted and then credited, but there is no actual balance that reflects this. The escrow account disclosure statement that was mailed to me XXXX attached ) shows that the {$750.00} was deducted, but not credited. The accompanying balance on this statement reflects the {$750.00} deduction, but as mentioned, there was no credit back to this balance.
I asked for documentation that shows a balance to clarify this. Freedom Mortgage has sent a statement with the deduction and credit of the {$750.00}, but were hiding the balances. I responded within their email system asking for documentation of the credit with the corresponding balance. They responded that I did not have authorization for such information.
After multiple phone calls and emails, representatives are unable to answer what has happened with my account and they refuse to give me the information that I am requesting ( i.e. the debit and credit of the {$750.00} with the accompanying balances XXXX. They are definitely trying to hide something.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-11-09
Mansfield, TX
Incorrect information on your report
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
2017-11-08
Lake Shore, MD
Trouble during payment process
Mortgage: VA mortgage
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-11-07
Somers Point, NJ
Trouble during payment process
Mortgage: VA mortgage
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-11-06
Irvine, CA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: This is another complaint concerning Freedom Mortgage Co. XXXX, XXXX. XXXX XXXX, XXXX, TX XXXX. The Customer Service representative I called today, XXXX Employee # XXXX, told me he could not provide me with anyone with authority such as a supervisor so that I may seek assistance from regarding the discrepancy in my Mortgage Statements for the monthXX/XX/XXXX- XX/XX/XXXX If a customer can not get assistance from a mortgage servicing company, or obtain the full name and contact # for someone in a position of authority to answer questions relating to her mortgage loan, how can this be legal? Can a private mortgage company deny its customers of the name of employees, supervisors, higher-ups who will be able to answer questions and be accountable for the mortgage accounts of their customers. Despite numerous requests to speak to and obtain the name and employee ID of any supervisor, XXXX Employee ID XXXX, said he is not allowed to disclose that information.
I have a 30 yr fixed rate mortgage in which I pay {$1400.00} a month to Freedom Mortgage. My loan number ends in XXXX. I am not in default, have not been late on a single payment.
On XX/XX/XXXX, I mailed, with a letter of instruction, a {$1000.00} extra payment to curtail my principal. Freedom Mortgage, on its own, set this money aside in an Unapplied Funds account for 2 weeks. I called on XX/XX/XXXX and spoke to a " XXXX '' concerning this extra mortgage curtail funds but did not get a satisfactory response. On XX/XX/XXXX, I called again and spoke with " XXXX '' who told me that my funds will post the correct account on XX/XX/XXXX. This has been an ongoing problem with Freedom Mortgage.
Today, XX/XX/XXXX I called to request a free-of-charge Mortgage payment history from Freedom. I am told by XXXX that there is a discrepancy in the balance after my {$1000.00} curtailment. This has been an ongoing issue with Freedom not being very transparent about its employees and who is in charge and accountable for their clients.
I would like to get intervention from CFPB.
Company Response: Closed with explanation
2017-11-06
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
2017-11-06
Rosenberg, TX
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
2017-11-04
Lewisville, TX
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: I wanted a pay-off quote for my mortgage loan with Freedom Mortgage ( Loan # - XXXX ). So I went to their website and logged into my account to see if I can get it online. In their FAQs section they mentioned the process as below.
-- -- -- -- -- -- -- How do I request the payoff amount for my loan?
You XXXX contact our Customer Care department at ( XXXX ) XXXX to request your payoff amount. Freedom Mortgage Customer CarXXXX representatives are available to assist you Monday through Friday from XXXX XXXX and Saturday from XXXX XXXX Eastern Time. You may also send a request to XXXXXXXXXXXX or mail to Freedom Mortgage, XXXX. XXXX XXXX, XXXX, IN XXXX.
Please be advised, we are not able to send a payoff quote to a third party without the borrower 's authorization. Please ensure the authorization is provided at the time of the request.
-- -- -- -- -- -- -- So I sent an email request on XXXX to the email address mentioned above. There was no mention of any fee for this payoff quote request in their website.
Since I did not get response, I called the Customer Service number provided above on XXXX and asked for Pay-off quote. The agent said they are working on it and I will get in couple of days. There was no mention of any fees for this payoff quote request during our conversation. They can check the call recording.
On XXXX I received the payoff quote by email and in that email also there was no mention of any fee that would be charged for requesting payoff quote.
On XXXX when I checked my Freedom Mortgage online account in the website, I see that there was a {$30.00} fee that was charged towards this payoff quote request.
This is extremely unfair to charge me a fee when there was no indication on the website or I was told about this when I spoke with the agent on XXXX.
I called Customer service on XXXX and they said they can not revert back the fee. Why should I pay a fee that I was not told or disclosed to me earlier? I feel deceived by Freedom mortgage charging fees without my knowledge and they told me it was because of XXXX XXXX charging Freedom mortgage. So how will I know what other third parties charge to Freedom and then I have to take the hit on this? There is no transparency and this is cheating borrowers.
I would like CFPB to look into this compliant and have Freedom mortgage revert back the {$30.00} fee.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-11-03
Hales Corners, WI
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
2017-11-03
Allenwood, NJ
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