FREEDOM MORTGAGE COMPANY

2017-11-02

Gastonia, NC

Applying for a mortgage or refinancing an existing mortgage

Mortgage: FHA mortgage

Complaint: I think it was XXXX XXXX when I applied online to refinance my home through XXXX. I was contacted by Freedom Mortgage and began the application. My first closing date was scheduled for XXXX XXXX. Freedom arranged for an appraiser to come to my home on XXXX XXXX XXXX, and I was later contacted by the Loan Officer denying the refinance based on termite damage and peeling paint to the cedar siding on my home. I called the loan officer a couple of days later explaining that my only source of income is Social Security and the reason I needed the refinance was to get cash out from the equity in my home in order to have the repairs done. I had no other resources, and wanted to have the repairs done before the damage became worse. I asked if the cash out could be put into escrow with Freedom 's attorney pending the completion of the repairs and closing the loan. My HVAC unit stopped working. I notified the Loan Officer as she had told me not to incur any more debt or open any other credit lines. After being without air conditioning for two weeks, I called the Loan Officer again, and told her I was going to have to have a new HVAC unit installed, and would have to finance it. I was told I would not be able to get enough cash out when I refinanced my home to cover the repairs and the cost of the HVAC, and she knew I would have to find other financing for the HVAC. The new HVAC system was installed on XXXX. I later received a Notice of Incomplete Application dated XXXX, which listed Appraisal Repairs : Peeling paint ; termite damage ( termite inspection/retreatment required ). I contacted a local XXXXontractor who called the Loan Officer to be sure he understood what was needed. She told him the repairs needed to be done before the loan could proceed. Repairs began on my house on XXXX/XXXX/XXXX, and were completed on XXXX/XXXX/XXXX. I was later informed by the Loan Officer that a Title Search showed there was a lien on my property to XXXX XXXXXXXX XXXX. I told her there should not be because I had no outstanding debt to XXXX XXXX XXXX. During a phone call to the bank with the Loan Officer on the line, we were told they could not find any record of the lien. I spent 2 hours on XXXX/XXXX/XXXX and again on XXXX/XXXX/XXXX I spent another 2 hours in the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NC. There was no outstanding lien to XXXX XXXXXXXX XXXX, but there was one from XXXX linked to an Equity Line at XXXX. The XXXX Equity Line was replaced by an Equity Line to XXXX XXXX XXXX when XXXX XXXXXXXX XXXX was bought by XXXX, but they neglected to release the lien when it was replaced by one to XXXX XXXX XXXX. After 2 days on the phone, I located the area at the bank that could do the research and release the lien. The closing date was set for XXXX/XXXX/XXXX. I later received another call moving the close date out a week because another credit report had been ordered. On XXXX/XXXX/XXXX, I received a call informing me the refinance of my home had been denied because my credit score had fallen below what is required by FHA. Financing of the new HVAC was a major reason. I do not dispute the refinancing of my home, but I now owe a contractor {$8000.00} for repairs to my home that I never would have had done if the Freedom Mortgage Loan Officer had not told me to have them done. Freedom 's Customer Advocate told me not to make my XXXX and XXXX mortgage payments to XXXXXXXX XXXX because they would be paid off. Only because of what he told me, I did not make the XXXX payment on XXXX/XXXX/XXXX, and used those funds to catch up on some utility bills I was behind on. It was after those funds were applied to utility bills that I learned the refinance was denied. Because I am now behind a payment on my existing mortgage, it was necessary for me to apply for a Hardship Remodification of my mortgage. Freedom Mortgage has denied any responsibility for the cost of repairs to my home, and I have no way of paying the contractor.His is a small business just trying to become established in the area, and told me he does n't know how he can take this loss. He can not complete work begun on another house until he is paid for the work done on my home. I am XXXX, and receive only XXXX XXXX and XXXX in the amount of {$15.00} a month. I have spoken to a Freedom Mortgage representative on their escalation team, but my calls and messages have gone unanswered this week.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-11-02

Grand Jct, MI

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

2017-10-31

Franklin Lks, NJ

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: In XX/XX/XXXX I refinanced my mortgage to save XXXX a month.Since then my life has changed because of an escrow shortage that occurred during the transaction with the title agency that failed to pay a quarterly period of my taxes for the approx. amount of XXXX. This particular loan was originated among many other Companies that handled this predatory loan and was not discovered from me until 6 months after the cycle period came due to me during the process with 3 other banks at that time. At this time my lender Freedom Mortgage has this loan and was supposed to help me by going into a forebarence plan and then getting a loan modification to reduce my monthly payments, because my payments had increased from this misfortune for me. I have been on this plan since XX/XX/XXXX and now being told that the loan modification may not save me money. I have already had 2 so called " point of contacts '' and am becoming very skeptical as this is becoming more serious for me now almost 3 years later..I am making many attempts to resolve issues and have became disabled from the stress, bankrupt and on food stamps. I actually ran out of computer supplies and offered to travel to an office in NJ to complete any paperwork ... I really do not like to complain or get worked up but I desperately need some kind of advice or help from a reliable source. I also did even make an attempt last year to avoid this matter but ended up losing my second home since the cost of a lawyer 's fee would have been beyond reasonable. And I will be damned if this causes me to lose my primary residence. I was recently referred to a company who asked me for money to modify my loan and raised a series of red flags for me and did n't seem like relief programs to me and it seems there is no relief. I can no longer keep up with explaining the hardship something like this can cause and being unable to walk long distances to even fight for my rights has become difficult so if anyone does read this I am only seeking proper relief and the correct source to help take actions.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-10-30

Glenwood, IL

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

2017-10-30

Allenwood, NJ

Struggling to pay mortgage

Mortgage: VA mortgage

Complaint: In XXXX my mortgage company, Freedom Mortgage, started foreclosure proceedings against me and my husband. We filed Chapter XXXX bankruptcy on the advice of our lawyer, XXXX XXXX, stop the proceedings. The case was confirmed on XX/XX/XXXX. During our bankruptcy we made our payments to the trustee, XXXX XXXX and we also made our payments to our mortgage company. Our bankruptcy case was dismissed on XX/XX/XXXX. At the time that our bankruptcy was dismissed, all of our arrears for our mortgage have been paid in full according to documentation we received from the trustee. On XX/XX/XXXX we received a letter from the mortgage company lawyers, XXXX, XXXX, XXXX XXXX XXXX, stating that we needed to pay {$5900.00} to cure any default in our monthly payments through XXXX XXXX, XXXX. We immediately paid that amount and therefore we were paid in full through XX/XX/XXXX on our monthly payments, and our arrears were cured through our bankruptcy payments via XXXX XXXX Trustee. This should have meant that as of XX/XX/XXXX, we were completely up do date on our payments. Then for the month of XXXX I made our monthly payment of XXXX on XX/XX/XXXX. Therefore we should now be up to date though XX/XX/XXXX. However, much to our surprise, we received a mortgage statement with a statement date of XX/XX/XXXX stating that we had {$1600.00} in " fees and charges '' and {$11000.00} in " overdue payment '' due by XX/XX/XXXX in addition to our regular monthly payment. I immediately contacted our attorney XXXX XXXX and asked what this extra {$13000.00} that Freedom Mortgage was claiming we owe was all about. I asked him to contact their lawyers and he refused to. He told me to call Freedom Mortgage myself. So I did. 3 times. Every time I called and asked for a description and a breakdown of what this money they are claiming we owe is noboby on the phone could give me an answer. I was told all three times that a request would be submitted to the bankruptcy department for an accounting and a breakdown of what these charges were. I was also told the bankruptcy department probably just failed to apply my payments correctly and they would fix it. Each time I asked and was told that this process takes 24-48 hours. This has been going on for over a month and I have not received any response from the mortgage company, I have not received any explanation as to how I owe this {$13000.00} when I have paperwork from their own lawyers and my trustee to prove I am up to date on my payments. My husband called our lawyer XXXX XXXX again and asked him to intervene since Freedom Mortgage is not cooperating with us and he told my husband we just need to call Freedom Mortgage ourselves again. During this whole nightmare Freedom Mortgage has now restarted foreclosure proceedings again even through I have submitted all paperwork to them proving that I am up to date on my payments and they still wont tell me what they claim I owe {$13000.00} for. I am beginning to feel that I am being discriminated against and I am running out of options because I can not get any assistance from our mortgage company or our lawyer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-10-30

Leeton, UT

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: This complaint is regarding cancellation of our Mortgage Insurance Policy. We purchased our home XX/XX/XXXX for {$210000.00} ; loan amount {$200000.00}. Because we did not have a 20 % downpayment, we were required to have Mortgage Insurance. All payments have been made on time. As we approached the two year mark on our mortgage, and after extensive renovations, we asked XXXX ( our servicer at the time ) how to have the mortgage insurance dropped. They asked us to provide a list of the renovations to see if we had enough improvements to get to a 20 % equity position, then they told us we would have to pay for an appraisal to determine the current value. XX/XX/XXXX we paid {$420.00} to XXXX for the appraisal. XXXX ordered an appraisal and XX/XX/XXXX the appraisal was performed by XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX, UT. The appraisal came in at {$280000.00} - much higher than the required 20 % LTV required to cancel the XXXX. This should have been the point where the XXXX was dropped, however XXXX was now in the process of transferring our loan to Freedom Mortgage. We asked if the appraisal & XXXX cancellation process would be affected by the transfer ( spoke with XXXX XXXX XX/XX/XXXX ) and she said the XXXX would be dropped before the transfer took place - so we proceeded with the appraisal. The cancellation did not happen. Our loan is now with Freedom Mortgage, {$190000.00} balance. When the billing came for the XX/XX/XXXXpayment, XXXX was still included. We faxed a letter to Freedom Mortgage XX/XX/XXXX ( per XXXX ), along with a copy of the appraisal. The response from Freedom Mortgage was a form letter saying we needed to provide an appraisal from an appraiser of their choosing. When we called to speak to someone about this ( twice ), Customer Service would NOT provide anyone to speak with - they just shut us down and said our call could NOT be transferred to someone regarding PMI, that Customer Service is the only place we can have a conversation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-10-28

NJ

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I went through a mortgage broker after I closed my house I was told Freedom Mortgage was to be my new lender. As part of the closing of the house, my flood insurance was prepaid for XXXX years, home insurance for XXXX year, and property taxes paid for the quarter. This information was enclosed from a letter, fax, and telephone from myself and my insurance provider. They misbilled my escrow for an entire year. I spent dozens of phone calls, emails, ect which is more of an incompetence and customer services issue. So after the required XXXX year period I asked to be removed from escrow and was denied. I just got a letter XXXX weeks before my payment is due that my loan payment increased by over XXXX XXXX to combat an increase in my flood insurance for the year. I immediately called to correct them and it was taken care of. XXXX weeks after my XXXX XXXX payment I was contacted by collections saying I had missed my payment. Of course I check my bank statement and there it is. I call again and start the process all over. My new payment is due, my credit is in ruins, and I have been bounced from deptartment to department without settlement. First off a XXXX XXXX increase in a mortgage payment is criminal and should have raised eyebrows, but now i dont know how to fix it because obviously no one in the company is helping me. I cant make my payments, i cant send more evidence of prepayment. My taxes are unchanged and my homeowners insurance increased by XXXX dollars for the year.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-10-28

Sebring, FL

Closing on a mortgage

Mortgage: VA mortgage

Complaint: To Whom It May Concern I have a VA Mortgage with Freedom Mortgage Co. beginningXX/XX/XXXXXX/XX/XXXXand as ofXX/XX/XXXX, I was contacted by Freedom Mortgage that I was eligible for a IRRRL Loan and to contact them by Phone. ( Notice datedXX/XX/XXXX ). I called and spoke with a man named XXXX XXXX, a VP for Freedom. I was told the new Mortgage would lower my payments and there would be no out of pocket cost and no added cost would be added to the original Mortgage.The new Mortgage went down from {$1300.00} to {$1200.00}. On XX/XX/XXXX, I received a statement that Freedom Mortgage had taken my escrow money for the sum of {$2100.00} and that the new projections show that I was in the hole for {$770.00}. See XX/XX/XXXXStatement. There was no mention at any time that Freedom Mortgage would take my escrow account and then raise my Mortgage Payments. My new Payment is {$1300.00}. I tried to contact XXXX XXXX but he will not answer his phone, and Freedom 's customer relations, or other departments offer no solution. I just found out about CFPB and hope you can help resolve this problem one way or the other. Sincerely
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-10-27

Greenwood, WA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: This is a continuation of a prior complaint, which was not completely resolved, but was closed by CFPB anyway. There are some outstanding issues, and again, Freedom Mortgage is not responding to calls to their Customer Service Dept ... XXXX/XXXX/XXXX : Recd an Escrow Disclosure Statement from Freedom. Most of the info is now correct, but there is one amount that appears to be incorrect : On XXXX/XXXX/XXXX, Freedom incorrectly paid {$4800.00} from the escrow account for our home, to pay property taxes on a home with a similar address. They then issued a credit on XXXX/XXXX/XXXX, but for the amount of {$4600.00}. Why did they refund {$200.00} less than they paid out? XXXX/XXXX/XXXX : Called and spoke with XXXX, who connected me with Supervisor XXXX ( # XXXX XXXX. Both were more friendly and helpful than anyone Ive dealt with to this point, and I gave them an overview of the history. I told them that we are 95 % there, but just need this discrepancy explained. XXXX said that she would get back to me between XXXX and XXXX tomorrow ( XXXX ). XXXX/XXXX/XXXX : Havent heard anything from Freedom Mortgage. Called them at XXXX, 17 minute call. The guy read me some ancient history about our property taxes being paid for the wrong parcel, and no refunds from XXXX County. I explain that that is not my problem ; my only concern is the {$200.00} discrepancy between what was incorrectly paid OUT of our escrow account in XXXX, and the credit received in XXXX. He doesnt know. I ask to speak with XXXX. He comes back and tells me that she is not at her desk, but he can have her call me. I explain that NO ONE at Freedom has EVER followed through on a promise to call me back. He cant do anything other than leave her a message. I advise him that Ill give her until Friday to call me back, and then XXXX file another complaint with the CFPB. It is now XXXX/XXXX/XXXX, a full month since we spoke with customer service, and we 've heard nothing from Freedom on this issue.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-10-27

Glassell, CA

Struggling to pay mortgage

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

2017-10-27

Taft, OH

Trouble during payment process

Mortgage: FHA mortgage

Complaint: I have had a home loan with Freedom mortgage for about 10 years now and XXXX of this year I received a letter from XXXX County Auditors Office telling me that they were about to auction off one of my properties because of non-payment of properties taxes. I have three partials for my property. I asked witch one and they said the one that my house was on. I told them that I pay my mortgage company to pay my taxes from the escrow. I then called Freedom mortgage and had both Freedom mortgage and XXXX County Auditors Office on the phone at the same time. Come to find out that they have not paid taxes on that property in about 8 years. But I have had them for 10 years so how it fell off Freedom mortgage did not know. I now owe over {$13000.00} in back taxes and Freedom mortgage this month raised my monthly payment from {$1300.00} to {$3100.00} to cover back taxes. I called Freedom mortgage several times to get help and was told that if I didnt pay the {$3100.00} this month it will show on my credit report as nonpayment. I also explained what I found on the internet about ( RESPA ) but they didnt care to hear it! I cant make these payments so we are about to lose our home that just last month put {$15000.00} into a new roof, driveway and new kitchen. We need help PLEASE. My loan number is XXXX I live at XXXX XXXX XXXX XXXX Ohio XXXX. Can you help? My cell number is XXXX my email is XXXXXXXXXXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-10-26

Tarzana, CA

Trouble during payment process

Mortgage: FHA mortgage

Complaint: I have been trying to have Freedom Mortgage cancel my PMI per mortgage disclosure document language. I tried multiple times over the phone but the operators ( who read off from a computer ) kept telling me that that I have not reached 78 % loan-to-value. I said the calculations should be from the original sales price ( mortgage language ) and they told me its the balance ( loan amount ) at the time of the refinancing with them. They told me to email in writing to their customer service. On XXXX XXXX, XXXX, I sent my first email saying that my mortgage disclosure document states when the loan-to-value of mortgage reaches 78 % of the initial sales price or appraised value, whichever is lower, and paid for at least 5 years, the monthly insurance premium will be eliminated. I had been paying the premium for 8 years since the original loan of XXXX. The appraisal of XXXX was the same as the sales price. When the mortgage was refinanced with Freedom in XXXX, there was no appraisal done during their streamlined refinancing promotion. On XXXX XXXX, Freedom sent me a generic response without answering my specific letter, saying that FHA will determine when a borrower has reached 78 % loan-to-value ratio. On XXXX XXXX, XXXX, after receiving the generic response letter from Freedom, I sent a second email including language as well as attaching Title 12 U.S. Code 4901 ( 12 ) which came about after PMI Cancellation Act of 1999. It states : " The term original value, with respect to residential mortgage transaction, means the lesser of the sales price of the property securing the mortgage, as reflected in the contract, or appraised value at the time at which the subject residential mortgage transaction was consummated. In the case of a residential mortgage transaction for refinancing the principal residence of the mortgagor, such term means only the appraised value relied by the mortgagee to approve the refinance transaction. '' On XXXX XXXX, XXXX, Freedom mortgage sent me the same generic response letter. I believe I have met the intent of U.S. Code 4901 ( 12 ) as well as the mortgage disclosure langauge.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-10-25

Washington, DC

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Hello, This is re : Loan XXXX. My account is current. Supporting files are attached to this complaint. I scheduled a mortgage payment for XX/XX/XXXX through Freedom Mortgage 's website for {$1000.00} which has been withdrawn from my bank account. I also scheduled through my bank an additional payment onXX/XX/XXXXfor {$160.00} to be applied to principal which was also been withdrawn from my bank account. However, it looks like these payments were misapplied & Freedom Mortgage has no good explanation for why. The mortgage payment of {$1000.00} was scheduled + {$160.00} through my bank with a note that it be applied to the principal. The total should be {$1200.00}. However, I saved screen shots from Freedom Mortgage that show that {$860.00} is the mortgage amount that was received ( less than the {$1000.00} that I scheduled ), but that {$160.00} was applied to principal. If I read their information correctly, I do not want Freedom Mortgage to miscalculate my payments or attempt to make me delinquent. So I asked them to correct this error and explain why they adjusted my payments to reflect as such, when it appears that they misapplied or redirected my scheduled payments without my authorization. I spoke with Freedom Mortgage three times this morning as a final attempt to resolve after, spoke to XXXX different representatives, with no satisfactory resolution -- this was a follow up to me submitting an inquiry about my account via their online automated system on Monday, XX/XX/XXXX. I was told today that a response can take up to " 30 days '' which is a problem for me naturally, since that 's when it seems that a bank will begin considering payments to be delinquent. I allowed until Wednesday, XX/XX/XXXX for a response but Freedom Mortgage has unfortunately not been very responsive to me and has caused me more difficulties and trouble than they need to. I am concerned that because they were so unresponsive again in this instance, I will have a recurring problem each time I try to pay my mortgage, resulting in Freedom Mortgage arbitrarily deciding where the money that I responsibly pay towards my mortgage will go as it benefits Freedom Mortgage rather than me, the consumer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-10-25

Fontana, CA

Closing on a 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

2017-10-23

Fountainville, PA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My local tax collector says that my real estate taxes were not paid from my escrow at Freedom Mortgage. Freedom Mortgage says they have been paid. I have been trying for the last two months to get evidence of this payment from Freedom Mortgage and each time I try to do so I get a different story. The latest is that since I sold the property they need my request in writing because that is " what their tax department requests. '' However the last call from their tax department was that they would research this and get me a letter stating it has been paid in full. Currently I am over an hour into today 's call and still 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

2017-10-21

Fort Worth, TX

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

Timely Response

2017-10-20

PA

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: I have been going through a loan modification through the XXXX XXXX XXXX XXXX and my mortgage company Freedom Mortgage. We had struck a deal with the mortgage company to modify my payments since I was going through a divorce, and I sent the XXXX XXXX XXXX XXXX money ( I have receipts ) to help. It has been about 9 months now and I just received my Sheriff 's Sale notice. I have been calling the XXXX XXXX XXXX XXXX for the past week with no response. I called today my mortgage company and they have said they last contacted them in XXXX 2017.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-10-20

San Jacinto, CA

Trouble during payment process

Mortgage: VA mortgage

Complaint: well in XXXX XXXX, XXXX Freedom Mortgage kept saying we owed them {$3100.00} so i had made them a cashiers check in the amount of {$2400.00} and a regular check for {$680.00} these were sent out certified mail. I had called to see if they received it they said that they had not and they told me to call back in a couple of weeks which i had done when i called back they said they only received the check for {$680.00} and not the cashiers check for {$2400.00}. Which i could not understand because it was sent together certified meaning someone had to sign for it. So i contacted my bank and asked for a stop payment on the cashierswell check and the bank checked to see if it was cashed and it was not and they gave refunded the money and we made another cashiers check for the same amount and we sent it right back out to freedom mortgage. They said they received that cashiers check and it was cashed on XXXX/XXXX/XXXX. Then in the month of XXXX of XXXX the first cashiers check for {$2400.00} that they said that they never received was found by them and they cashed it. Which means they had the payments for the month of XXXX {$1600.00} plus the cashiers check dated for XXXX XXXX, XXXX for {$2400.00} that was all cashed which added up to {$4900.00} by them cashing the cashiers check for {$2400.00} the second time that put our savings in the negitive balance which my husband and i had to pay back and our atm cards were frozen by the bank so it made it hard for us to pay all of our other bills due to them cashing this check and not wanting to return the money back to us. They said that the extra money will go to the next month payment which they said we would only owe {$500.00} for the month of XXXX XXXX. We paid the {$500.00} in XXXX and the month of XXXX XXXX we got a letter that said we now owe {$3000.00}. Now in the month of XXXX XXXX we had sent out 2 Checks 1 one XXXX/XXXX/XXXX for {$1500.00} and a 2nd one for {$1600.00} which totaled {$3100.00}. So far for the months of XXXX XXXX thru XXXX XXXX we had payed Freedom Mortgage a total of {$9500.00}. Now lets start in XXXX XXXX after paying all that money in the months before when i called Freedom Mortgage they said we owed {$370.00} for XXXX XXXX because we had {$1200.00} in unapplied which means they did n't use it that was money left over. Now in XXXX XXXX we made 4 money orders 3 on XXXX XXXX, XXXX. XXXX was for {$500.00} each and 1 for {$100.00} Then there was a money order made on XXXX XXXX for {$400.00} Now that was a total {$1400.00}. Now after the {$370.00} was taken from the total of {$1400.00} left us with a remaining balance of {$1000.00} for the month of XXXX XXXX which meant all we owe was {$620.00} remaining to pay for XXXX and after we sent in the payment for XXXX. Then we got a letter in the mail stating that they never received payment for XXXX XXXXand they said our payment was {$1600.00} when my payment was {$1600.00}. Now i did n't understand this because we had sent out 4 money orders and 1 check. Because everythime i called they said we were behind. So 2 money orders were made out on XXXX XXXX, XXXX. 1 for {$500.00} then the 2nd one for another {$500.00} then there was a 3rd money order made on XXXX XXXX, XXXX for {$650.00} and then the 4th money order on XXXX XXXX, XXXX for {$650.00} and then the check was made on XXXX XXXX, XXXX for {$1800.00}. So total for this month was {$4100.00}. So this amount would cover XXXX, XXXX, XXXX. When i called to see if they had received all my payments they said that they never received them then told me to call back in a couple of day 's. Which one week later i called back and spoke to XXXX and she said that they still did n't received the money orders or the check for {$1800.00}. So then XXXX told me that i had to request front and back of all the money orders and the check for {$1800.00} so they can see who cashed it. My husband and i spent over {$70.00} paying for all these copies because they lost the payments then as i got the copies in the mail i sent them in to there customer service center so they can apply it to our account and still till this day i have not received any call or documents stating what happen to those money orders and check.But we continue to pay our mortgage while we were going threw this in the month of XXXX there were to money orders that was mailed out one on XXXX XXXX, XXXX for {$350.00} and the second one was on XXXX XXXX, XXXX for {$850.00} then there was a check for {$950.00} that was done on XXXX XXXX, XXXX now between these payments they add up to {$2100.00}. Now this payment should have covered XXXX XXXX and some of XXXX XXXX. Now i also called Freedom Mortgage to see if they had received these payment they said they had received the check for {$950.00} but did not receive the money orders so i had to request again the front and back of the money orders so we can see if they cashed these money orders. So we can see if they cashed these money orders the 1 for {$350.00} and the other 1 for {$850.00} and again we still keep paying our mortgage and because they lost our payment they kept saying we were still behind but as you can see we were n't. When XXXX XXXX came we paid {$1800.00} in a check 1 check was made on XXXX XXXX, XXXX for {$900.00} then the other check was made on XXXX XXXX, XXXX for {$900.00} now my remaining balance for XXXX XXXX was {$510.00} that money was taken from the {$1800.00} that was mailed into Freedom Mortgage. Now My balance for XXXX XXXX was {$1200.00} and we owe {$360.00} left in XXXX XXXX then on XXXX XXXX, XXXX i electronically sent out from our bank {$500.00}. So now XXXX XXXX was covered and paid for. So now when i called Freedom Mortgage not only to find out about the money order from XXXX and XXXX XXXX still they had no answers for me so again i requested an audit of my payment and never received it but they still continue on tacking on late fees and property inspections fees. So now XXXX paid up and then we had {$360.00} in unapplied that is what XXXX XXXX said he is the one i was asking about the lost money orders. So now with the {$360.00} plus another electronically debit from our account on XXXX XXXX, XXXX for {$900.00} which gave us a total {$1200.00} which we owed {$470.00} for the month of XXXX XXXX. When i called in to make the payment they said that our house was going into forclosure and that they can not except anymore payments. So they never took the last payment of {$470.00}. Then we received our statement in the mail from Freedom Mortgage stating that we owe {$10000.00} because of late fees and they charged us with 20 counts of property inspections fees for the same day at {$15.00} a piece and they charged us NSF Fees for money orders that they lost and i let them know you can not charge us NSF Fees on money orders only checks. And they are saying that we have n't paid since XXXX XXXX until now. This company needs to be stopped with charging people all kinds of charges that do not apply or should n't even be there.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-10-20

Coral Springs, FL

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

2017-10-20

NV

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Today, XX/XX/XXXX, I received a XXXX XXXX XXXX alert on my checking account. I have alerts set up to notify me of withdrawals from my account. I was alerted that a withdrawal of {$820.00} was deducted from my personal checking account from Freedom Mortgage Company. This was taken from my account without my authorization or permission. I tried to submit a payment yesterday on line to Freedom Mortgage which I have done for the past 2 years. The auto system said all three times, there was a problem with my on line payment to contact costumer service. I contacted costumer service and was told that the mortgage company had a new system and was having problems excepting payments on line from XXXX users like myself. He refused to take a payment over the phone unless i was willing to pay {$15.00} service charge. So I got off the phone with Freedom Mortgage and used my I pad to try and schedule a payment for XX/XX/XXXX. It took my payment for next month. I printed copies of the confirmation for XX/XX/XXXX. When I received the XXXX XXXX alert, I contacted Freedom Mortgage immediately and I spoke with XXXX. He said that the system shows all three rejections yesterday and they should not have taken any money out of my account today. XXXX also acknowledged that I have a scheduled payment for XX/XX/XXXX which i cancelled today since I am now paid until XX/XX/XXXX. My complaint is that the mortgage company went and deducted money from my account without my knowledge. This is very scary and I want them looked into.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-10-20

Fort Worth, TX

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

Timely Response

2017-10-20

Bothell, WA

Credit monitoring or identity theft protection services

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

2017-10-19

NV

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I have a 30 year fixed loan with Freedom Mortgage company located inXXXX TX. I make payments monthly using my computer and paying online. I refuse to mail my payment for fear it will get lost in the mail. I did my usual log on today into my Freedom Mortgage account and it said that there was a payment error! So I thought perhaps I entered my account number incorrectly. I tried to input my info again, and I received the same error telling me to contact the office. I spoke with a representative and explained my problem. He said that they are not able to process payments that have a XXXX browser. I told him that I have been paying on line for years and have never had any problems. I asked him to take my payment over the phone but he said that it is a {$15.00} charge! He told me to go find another computer and try it that way!! This is not fair to the home owner. They should offer to take a payment over the phone since they are having problems with their systems. Thank 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

2017-10-19

Deltona, FL

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

2017-10-19

Liverpool, TX

Trouble during payment process

Mortgage: Conventional home mortgage

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

Timely Response