FREEDOM MORTGAGE COMPANY

2017-06-28

Scottsdale, AZ

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My request to remove my PMI ( mortgage insurance ) was wrongfully denied. The terms to remove the PMI were to have at least 20 % equity in your home. After 2 years of on time payments and the value of our house increasing we have reached over the required amount. I requested a new appraisal and had to pay {$450.00} out of my own funds for Freedom Mortgage to schedule an appraiser to come out to get the new value of my house. The appraisal came back at {$240000.00} and I owe {$190000.00} so that puts me at 21.7 % equity in my home which would terminate the PMI of $ XXXX/month that I am paying. When I submitted this to Freedom Mortgage they denied my request to remove it and also could 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

2017-06-24

Fountainville, PA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Although our mortgage is paid through our bank 's auto bill payer and our payment has never been late, for the last 7 months Freedom Mortgage has been misapplying our payment, charging us late fees, and reporting us as delinquent to credit agencies. As I will detail below, we have tried to resolve these issues through numerous phone calls and letters. No one has been able to solve our problem, our payments are not being tracked appropriately, and the customer service department seems unable to effectively communicate with their billing department. Furthermore, the records they provide us give inconsistent information about how they are applying our funds. <P/>Our problems began when our mortgage payment, due by XX/XX/XXXX, was increased by {$29.00} and we were not aware. When we made our XX/XX/XXXX payment on XX/XX/XXXX in the old amount, no one notified us of the shortfall. Freedom mortgage claims they called to notify me of the shortfall, but I have no record of a call or a voicemail. Our XX/XX/XXXX payment was applied to the principal, interest, and escrow, appropriately, even though there was a shortfall. In XX/XX/XXXX, we were still not aware of the increase, so our payment was again short. Freedom mortgage took {$99.00} in a late fee from our payment ( even though we had paid 99 % of our XX/XX/XXXX and XX/XX/XXXX mortgage payments on time ). Freedom mortgage took the remainder of our XX/XX/XXXX payment and paid it to the principal of our loan, which made their records look like we never made a XX/XX/XXXX payment. I still received no notification of the error from Freedom Mortgage. In XX/XX/XXXX, the shortfall happened again, but I became aware of the issue when I opened a mortgage statement and saw that what they stated we owed was more than double what it should be. <P/>I called Freedom Mortgage on XX/XX/XXXX and spoke to a manager named XXXX ( # XXXX ). I told her I was going to correct our payment amount and send {$88.00} for the {$29.00} we were short for XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. She assured me those funds would be applied correctly and the late fees would be reimbursed, so that our account would show current. On XX/XX/XXXX {$88.00} was paid to Freedom Mortgage to bring our account current and from XX/XX/XXXX to the present time our payment has been in the correct amount. What XXXX told me would happen, did not happen. The late fees were not reimbursed and the {$88.00} was placed in unapplied funds. I called Freedom Mortgage again on XX/XX/XXXX. Our XX/XX/XXXX payment and the {$88.00} was not applied correctly until XX/XX/XXXX. At this point, the late fees were still not reimbursed. At some point in XX/XX/XXXX ( which we did not discover until XX/XX/XXXX ), Freedom Mortgage reported us as delinquent to the credit agencies. <P/>Because the late fees had not yet been reimbursed ( as promised in XX/XX/XXXX ), when we sent our XX/XX/XXXX payment, they deducted {$190.00} in late fees, making our mortgage payment short again. They then took the {$2600.00} of our payment that remained and applied it to the principal of the loan, making it seem like we did not make our XX/XX/XXXX payment. On XX/XX/XXXX I sent a written complaint about the misapplied funds and received a phone call from a supervisor named XXXX at Freedom Mortgage, that " everything had been fixed. '' I was told we would receive a written answer to our complaint, but we did not receive a written answer until my husband called Freedom Mortgage on XX/XX/XXXX and they emailed him a letter dated XX/XX/XXXX. The letter states that Freedom Mortgage reimbursed us for the late fees, sent a letter to the credit agencies saying the delinquent notice was in error, and fixed our problem. This letter is factually incorrect in that they had not fixed our problem. They did not thoroughly review our account because at the time of writing their letter, our records showed that in XX/XX/XXXX, Freedom Mortgage took our XX/XX/XXXX payment, deducted late fees that we were supposed to have been reimbursed for in XX/XX/XXXX and applied the balance to the principal, leaving our account showing that we did not make a payment in XX/XX/XXXX! How is it possible that in reviewing our account in XX/XX/XXXX, they did not see this error from XX/XX/XXXX? <P/>Please note that our XX/XX/XXXX and XX/XX/XXXX payments have been applied correctly, but our XX/XX/XXXX statement incorrectly states that in XX/XX/XXXX we owe a {$99.00} late fee and that we are a payment behind. Also concerning, is that Freedom Mortgage most likely erroneously sent another delinquency letter to the credit agencies regarding our account. <P/>We spoke to XXXX again on XX/XX/XXXX and she was completely unaware of the misapplied XX/XX/XXXXpayment stating that her records showed we were current, but had n't made our XX/XX/XXXX payment yet? We made our XX/XX/XXXX payment on XX/XX/XXXX. After hours of examining two different inconsistent payment records from Freedom Mortgage, on XX/XX/XXXX, I discovered the misapplied XX/XX/XXXX payment. My husband and I are applauded at Freedom Mortgage 's policies and their ability to not only understand, but to track how they are applying customers ' payments. In our case, I believe it has reached gross negligence levels and the Consumer Financial Protection Bureau should be very concerned for other mortgage holders dealing with this company. Please help us solve this problem and hold Freedom Mortgage accountable for their negligence.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-22

Huntsville, AL

Closing on a mortgage

Mortgage: VA mortgage

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

Timely Response

2017-06-22

KY

Trouble during payment process

Mortgage: VA mortgage

Complaint: Our property taxes were to be paid out by our mortgage company prior to XX/XX/XXXX. Freedom Mortgage mailed out the first check payable to the Sheriff 's Department, the tax bill was overdue PRIOR to the company mailing out it 's very first payment. The first payment would have been {$940.00}. The local sheriff 's department returned the check due to the fact our tax bill was late, placed in collections and Freedom Mortgage was informed at time by our local sheriff 's department of that fact. What does Freedom Mortgage do but send out at least 3 other checks to the sheriff 's department. However they mailed 2 separate checks one for the property taxes themselves and a second one for the penalties that were also now due. Both checks were returned each and every time again due it the bill being turned over to another department AND because 2 separate checks were written it was deemed 'partial payment ' which they do n't accept. <P/>I have called Freedom Mortgage attempting to get this problem resolved on the following dates ( I have called more times than what is noted below, but when I initially began attempting to solve the issue, I did n't record those first few phone calls. ) On approx XX/XX/XXXX Called Freedom Mortgage call Center, spoke with XXXX who assured me she would take care of solving the problem, that she placed our issue marked as " escalated '', would notify her supervisor to get this taken care of, opened a ticket to help expedite our payment. Even with the escalated request XXXX stated the next check will be processed by XX/XX/XXXX. ( obviously past the XX/XX/XXXX due date ) I also gave XXXX the correct department, the new amount due with penalties accured which is now up to {$1500.00} & mailing address the check needed to be mailed to & that the payment HAD to be all in ONCE CHECK otherwise once again, the check would be returned. <P/>I also stressed that if they delay payment past XX/XX/XXXX the amount due would also be higher than the current bill. XXXX asked me to call & ask to be transferred to the call center and speak with XXXX as the check should have been pushed through by then. She then asked I call her on Monday XX/XX/XXXX and that our taxes should have had the ONE check sent out by then. <P/>On XX/XX/XXXX I once again placed a phone call to Freedom Mortgage, asked to be transferred to the call center & to be connect to XXXX. They said they have several XXXX 's there, they have no way of knowing who I spoke with on XX/XX/XXXX. <P/>So this time I get to repeat this whole problem all over again.with a rep named XXXX who 's ID # is XXXX. She pulled up our account, stated the ticket that was created on XX/XX/XXXX had been closed ( which means it 's listed as problem resolved. ). I went through the entire story again to XXXX who assures me that she will open a new ticket, expedite the request, that she will call escrow and push our request through & would make her supervisior aware as well & would place my name " ON HER DESK '' so when she " KEEPS TAB '' on our account so she will remember to check the status of our request. XXXX asked me to call back today XX/XX/XXXX as once again, the check should have been mailed out by then. <P/>I called Freedom Mortage again today ( XX/XX/XXXX ) attempted to reach XXXX, no luck. So with this phone call I got to go through the issue again with a rep named XXXX. Who, when pulling up our account did n't have ( or did n't notice ) all the phone calls & requests attached to our account. I explained the issue for what seems like a millionth time. After giving him the info he finally found the information that should have been documented several times over. After being assured that once again our account would be expedited, escrow is in the process of taken care of the payment, I asked XXXX to read me the address that should have already been documented numerous times of where the check will be mailed. Of course, he did n't have that address. Once again, I gave it to Freedom Mortgage. I then asked if it was noted the amount due HAS to be in ONE CHECK NOT TWO and it MUST be received by XX/XX/XXXX otherwise additional penalties would be added. Miraculously XXXX was able to find the most current amount due by XX/XX/XXXX as {$1500.00}. I made it very clear that this problem needs to be resolved ASAP. I also asked XXXX to highlight the CORRECT ADDRESS and PAYMENT DUE needing to be sent as ONE CHECK otherwise we will have to start this process all over again. And, I am exhausted and very frustrated & will not go into XX/XX/XXXX without this being resolved. <P/>This evening, my husband called Freedom Mortgage, spoke to a rep named XXXX who stated the same promises we 've heard each time we have called-it is noted, it has been expedited, escrow is currently working on it. My husband asked to speak with XXXX 's supervisor, XXXX stated that would not be possible. My husband requested that a message be taken & delivered to XXXX 's supervisior and for her to call him as soon as she is available. <P/>This entire ordeal has been very frustrating. The entire process has been so ridiculous. Not only do we have a lien on our property but Freedom Mortgage 's customer reps have no idea of what 's going on from one phone call to the next. <P/>There is no way you can talk to the person you spoke with in your last phone call so the customer is left repeating the exact same information each and every time they call. The customer service reps are completely useless, they have no way of pushing requests through. I am sick of getting the run around from this company. The right hand has NO idea what the left hand is doing. While in the meantime their customer ( who is a veteran of the XXXX by the way ) can do nothing but worry over the thought of possibly losing their home simply due to one their mortgage company being completely inept. Never mind how all this is effecting our credit score. <P/>We have no recourse on fixing this problem, each time we call-the phone call can last almost an hour due to have to explain everything over again. <P/>The service this company has provided thus far is atrocious. Very, very poor customer service. I am at my last resort in my attempts to get this resolved. <P/>Thank you 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

2017-06-21

Dallas, TX

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I 'm trying to obtain my Escrow Refund for XXXX XXXX XXXX ). I refinanced XXXX XXXX now nobody associated with my refinance has no Loan Number of the refinanced transaction. I called XXXX XXXX and was told it was in some kind of evaluation, which the Escrow was evaluated in XXXX also.I was told in XXXX that I would receive it the end of XXXX now no one has heard of me or the refinanced transaction. I was never able to speak to a supervisor or manager. I 've tried to contact everyone involved with the refinance transaction even the Title Loan Office. I was contacted in XXXX XXXX for {$100.00} for tax increase then XXXX XXXX my mortgage was increased for {$580.00} to {$590.00} with no explanation for the increase. I 'm afraid next year they may say they 've not received my mortgage payments which is an automatic withdrawal. I need help in dealing with these companies. Thank You. SUPPORTING DOCUMENT IS FORTHCOMING.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-20

Corpus Christi, TX

Trouble during payment process

Mortgage: VA mortgage

Complaint: Both and my insurance company have been talking to multiple people in customer service departments in Freedom Mortgage for the past week just to get them to send the check from MY ESCROW account to the insurance company for XXXX XXXX XXXX XXXX XXXX. <P/>The original check dated XX/XX/XXXX, was stopped pay ( as it never arrived at XXXX XXXX ) with a guarantee it would be resent same day on XX/XX/XXXX and overnighted. By XXXX XXXX on XX/XX/XXXX when the check still had not arrived. <P/>I called Freedom Mortgage to get the XXXX tracking number. After being bounced around for an hour I was told there was no tracking number, the check had not been sent it was just cut as a result of my call and would be sent out in the am XX/XX/XXXX for overnight delivery. <P/>I called on XX/XX/XXXX and told that the checks from XX/XX/XXXX & XX/XX/XXXX were cancelled as the system rejected the checks due too many checks being written from the escrow account. The service agent said they would overwrite the system and issue a new check which would be sent on XX/XX/XXXX. <P/>I advised the service person that I needed the check sent on XX/XX/XXXX as I was currently not covered for XXXX XXXX XXXX and the insurance had now lapsed since XX/XX/XXXX due to their errors. I asked that they overwrite the system get upper management approval to issue and send the check same day. <P/>After an hour of being sent back and forth and waiting for a manager to take the call the service agent got on the line and said I could no longer tie her line up and hung up on me. <P/>I called in later and got a different agent who said he would get the check sent today and provide me with the XXXX tracking number. The agent called at XXXX XXXX and advised he could n't get the check sent and that he would guarantee it to be sent tomorrow am he would follow-up with a call to me with the XXXX tracking number if it could n't be sent he would guarantee they would wire it to my insurance company. He also guaranteed that my house would be covered if any damage occurred from the storm currently in the XXXX headed for the gulf coast. He said he would issue this guarantee in writing via email before he left this evening. <P/>I have no XXXX XXXX XXXX coverage and there is a storm in the XXXX. The minute that storm gets named if my insurance company has n't received the check, I will not be covered for said storm. <P/>I expressed this over and over to customer service Freedom Mortgage to no avail not only did they not care, they did nothing to push the check out tonight for immediate overnight to the insurance 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

2017-06-19

Bohemia, NY

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: I am contacting the CFPB as I know what my mortgage servicing company is doing to me is very unfair and I can only imagine how many other homeowners they are hurting. I had fallen behind on my mortgage payments XX/XX/XXXX after I had a XXXX. This loan servicing was transferred from XXXX to Freedom Mortgage as of XX/XX/XXXX but I had been mailing my payments to the previous company so I didnt even realize I was late. I had quickly applied for a loan modification with Freedom Mortgage to constantly be requesting documents we already sent and confirmed. My modification request was closed out at least 9 times from XX/XX/XXXX through just recently on XX/XX/XXXX. My wife is a contributor as well and the reason we were declined before the HAMP program ended was they stated they could not verify my wifes income taxes. We explained with explanation letters she does not file taxes because she was only receiving XXXX. We were told to send in a new XXXX with he box checked for non-filing, two weeks later, we followup to be told that is not acceptable, they need the other box checked to verify returns. I sent both to be safe. Two weeks later, we were told no, they can not verify my wifes social security number even though we submitted the Social Security award letter and XXXX. Each and every time the review was closed on their end, it was due to a new reason. This most recent review we submitted a complete package on XX/XX/XXXX. I called on XX/XX/XXXX and was told they need the bank statement that was just available on XX/XX/XXXX which I quickly sent on XX/XX/XXXX. Today I called Freedom and was told the review was closed out on XX/XX/XXXX for not receiving the requested bank statement. I always scan and email my documents. To make matters worse, I am unable to drive after the XXXX which left me mostly XXXX with little use of XXXX XXXX of my XXXX so I have to call taxi 's to bring me to pick up bank statements and then to scan to the bank which is going on a few times a month for 25 months now as I started t his process when I was only one month delinquent. I could have been making mortgage payments all these months but they just will never give me a decision. Only play games with a XXXX borrower who is now in foreclosure.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-19

OH

Applying for a mortgage or refinancing an existing mortgage

Mortgage: FHA mortgage

Complaint: I was refinancing my house and we had a closing date and then I get a call from a different person at the company than I have been dealing with asking for me to cancel a dispute with a company that I had on my credit report when I asked why he got rude and said just do it so I did they sent the appraiser out to my house and that is where things got ugly they started asking me to go to the county and have them change how they have my house listed when I told them that I have tried to do this and they would not change it with out proof of what my house is so i told them that as soon as the appraisal came in and I had the proof I would go back to them with it and and a few days latter they called me and said they canceled the loan so I ask for a copy of the appraisal and they said they had up to 30 days to send it to me about ten days latter they tell me that I ca n't have a copy of it because they canceled it before he did it one person there says they have it one says they do n't the appraiser says he sent it to them
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-19

Sarasota, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I wrote a letter to Freedom Mortgage on XXXX XXXX, 2017 to request removal of the PMI on my mortgage. I attached a copy of the most recent appraisal provided by Freedom Mortgage. The value of the property is {$140000.00} my principal balance is {$110000.00} leaving a LTV of 78.58 % I received a letter in response dated XXXX XXXX, 2017 that stated they were unable to approve my request because my LTV was greater than 80 %. I have written another email dated XXXX/XXXX/2017 to the rejection letter requesting the PMI to be cancelled.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-19

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

2017-06-16

Finksburg, MD

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My mortgage was sold fr om XXXX XXXX ( which I 've never had any problems with ) to Freedom Mortga ge. XXXX notified me of the service transfer on XX/XX/XXXX , indicating that the payment switch will occur betwee n X/XX/17 and XXXX . However, FM did not contact, notify, or inform me of how to pay until XX/XX/XXXX - over two fu ll weeks after the service change. <P/> I understand that no late payments can be charged within 60 days of the service transfer, but it is also my understanding that FM had the obligation to notify me of the transfer " no less than 15 days *before* the effective date of transfer ''. <P/> I am concerned about having FM service my mortgage given their infamous customer service, accounting practices, lack of professional standards, etc..
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-14

TX

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: Greetings, Freedom Mortgage I have been out of work for more than a year. I was on a special forbearance plan with Freedom Mortgage, but I missed a payment due to no funds and the plan was cancelled. I submitted a new request for Loss Mitigation, but was denied due to dti. I had no income at that time. However, I was approved for benefits by Texas Workforce Commission and now have income. I submitted an appeal on XX/XX/XXXX. I never received any calls nor any written communication regarding the appeal. I called Freedom Mortgage on XX/XX/XXXX, for a status update. The rep reviewed my account and stated I was approved for another forbearance plan. I stated I never received a call or written notification, so he stated he would email it to me since I have until XX/XX/XXXX to sign and return. The forbearance he emailed to me was the old forbearance plan, which is expired. I called Freedom Mortgage again on XX/XX/XXXX because I was furious. I explained the fact that I suffer from XXXX and have a XXXX XXXX with no insurance for medication. I have been barely holding on because of fear of foreclosure. The rep stated my appeal was denied and that he was n't sure why the previous rep said I was approved. I informed XXXX I 'd # XXXX, that I needed to speak with a manager. To build my hopes up and tell me everything was fine and my appeal was approved was insensitive, hurtful and has cause me to go into a XXXX XXXX. That inaccurate information absolutely deflated me. I have had to seek guidance from ministers and really trying not to return to the XXXX XXXX. I ca n't afford it this time. XXXX told me that there were no managers on the floor. He showed no urgency to help and I am beyond disappointed with Freedom Mortgage. They never CALL and the only written communication I receive is a letter informing me of a new single point of contact, which is every two weeks it seems. My income status has changed, as well as my debt. I submitted a new request for Loss Mitigation today XX/XX/XXXX. I use to work for XXXX XXXX XXXX XXXX Office of the CEO and President. I use to handle all regulatory complaints from the OCC and CFPB. I have had great experience in the past working with your offices and I hope that it can be a great experience as a customer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-13

Henrico, VA

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

2017-06-13

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

2017-06-12

Baltimore, MD

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

2017-06-11

Blue Island, IL

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

2017-06-09

Arvada, CO

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: In XX/XX/XXXX, I contacted Freedom Mortgage because my husband and I had found ourselves in a financial hardship due to a tax debt that we owed to the government. As of XX/XX/XXXX, our loan with Freedom Mortgage was completely current and not in default in any way. We were advised to apply for loss mitigation. On XX/XX/XXXX, we sent in our first loss mitigation application. On XX/XX/XXXX, we were notified via USPS letter, that our application had been received by Freedom Mortgage and was facially complete. On XX/XX/XXXX, a single point of contact was assigned to our account by Freedom Mortgage. On XX/XX/XXXX, we were notified via USPS letter, that our application had been approved for a FHA Home Affordable Modification Program. We were told by Freedom Mortgage that we should no longer make our contractual payment if we wanted to participate in the 4 month trial period payment plan. If we made our trial payments in the months that they were due for the duration of the trial period, then our loan would be permanently modified. We made our first trial period payment in XX/XX/XXXX and made subsequent payments for XXXX and XXXX. On XX/XX/XXXX, Freedom Mortgage sent us a letter informing us that our application for loss mitigation had been denied because our loan did not meet FHA seasoning requirements. When we originally applied for loss mitigation in XXXX, Freedom Mortgage knew but chose not to disclose, that our loan did not meet FHA seasoning requirements. They fraudulently approved us for a loan modification program even though they knew we were not eligible for the program. They processed 3 of our 4 trial period payments. Our loan is now in default and we are behind over {$8000.00}. Freedom Mortgage representative, XXXX, communicated to me on a recorded call that this was an error made by the under writers. She also confirmed that Freedom Mortgage, its representatives and under writers are fully aware of FHA seasoning requirements and are also aware of a clients loan history prior to an application for loss mitigation. She agreed that Freedom Mortgage approved us for a program that we did not qualify for. Freedom Mortgage has been unwilling to resolve this matter for my husband and I. We started this process with good credit and a current loan and now our credit is marred and our loan is in default.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-08

Gloucester City, NJ

Trouble during payment process

Mortgage: FHA mortgage

Complaint: In XX/XX/XXXX Freedom Mortgage became my mortgage provider. I immediately went to their website www.freedommortgage.com where I made all my monthly payments. <P/> And then sometime in XXXX , I received a letter from them advising me that they were taking back the loan service from a loan servicing company. This did not make any sense or difference to me because my payments have always been made and will continue to be made from the same online portal. <P/> My payments have traditionally been due between the XXXX and the XXXX of the month. I have never made a late payment ever. See attached payment history. <P/> So, on XX/XX/XXXX I went on the portal and scheduled my payment for the month of XX/XX/XXXX as I have done for all other months prior. <P/> Unbeknown to me, that is whe n Freedom Mortgage claimed to have taken back the management of my loan from the servicer. In the process of their transition, that XX/XX/XXXX payment scheduled against my XXXX mortgage was never drafted from my account. All of this was without my knowledge. <P/> At the end of the month of XXXX , I submitted my payment for the month of XXXX . That payment got taken for the month of XXXX . <P/> In the month of XXXX , I submitted my payment for the month of XXXX , that payment got taken for th e one of XXXX . <P/> In the month of XXXX , I submitted my payment for the month XXXX , that payment got taken for the XX/XX/XXXX In the month of XXXX , I submitted my payment for the month of XXXX , that payment got taken for that of XXXX . <P/> In XXXX when I submitted my payment for the month of XXXX , the payment got taken for that of XXXX . <P/> It was not until the month of XX/XX/XXXX that I realized that the initial payment that I had submitted for the month of XXXX was never drafted that I went ahead and made a double payment for that month. <P/> In the meantime , Freedom Mortgage has been reporting my payments as late to the credit bureaus. <P/> My question to Freedom Mortgage is this : Was there a payment scheduled on XX/XX/XXXX If so, why was that payment never drafted? <P/> Ano ther commons sense question I would like to ask Freedom Mortgage. Why couldnt it dawn on them that in all my payment history, I have never been late and that this is due to their confused transition? <P/> My contention is that Freedom Mortgage is unduly penalizing me for what seems to be their own internal confusion and I will like for this to be fixed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-07

Rochester, OH

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Several months ago my mortgage was sold t o Freedom Mortgage based in Texas. Some time around XXXX o f 2017 I stopped receiving mortgage statements so I called to inquire. The mailing address on file matched my mailing address and I were assured I 'd start receiving correspondence. Two more calls because still no mail. The third call revealed they were getting the statements returned " undeliverable ''. Two months ago I went online to print off a mortgage statement and the mailing address was in Maryland. Subsequently my identity had been stolen which is another issue altogether that was revealed because the Maryland address was used to try and change my Social Security direct deposit bank and account number. The last call I made to Freedom the girl put a " change order '' in to correct the mailing address. 15 minutes ago I went to print another mortgage statement and the address is still in Maryland. My fear is that there might be someone inside Freedom stealing identities or they were hacked. I asked on the last call and the girl said she did n't have any information about a hack.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-05

Vineland, CO

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

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

Difficulty submitting a dispute or getting information about a dispute over the phone
Complaint: Beginning in XXXX 2017 , Freedom Mortgage increased my escrow/insurance amount by {$25.00} a month and did not adequately notify me. As I was not well informed, I continued to send a $ XXXX monthly payment as normal. I thought all was well as the payment checks cleared my bank ( see attachments ). I received a notice of late payments and credit score c hange from XXXX at the end of XXXX 2017 . Upon investigation, evidently, because the extra {$25.00} per month was not included in my pa yments, Freedom Mort gage moved my payments into a " non interest savings account '' and did not apply any of the payments to my loan. As you can see on the attached documentation, all payments were made on time and as agreed upon. In XXXX , I contact ed Freedom Mortga ge and talked with a representative who instructed me to pay an additional {$110.00} to resolve the issue. In XXXX , I received an other notice from Freedom Mortgage stating my payments were still not accurate. After speaking with three representatives and a supervisor from Freedom Mortgage, I finally have the payments correct as I have now learned of the escrow increase. I filed a dispute with XXXX over my credit score as it has now dropped over XXXX points. Freedom has denied all my requests and have denied any credit review or withdrawal of two 30 day late notices. <P/> I feel I was inadequately notified of the escrow increase and unfairly reported to the credit bureau as I was making payments on time and the amount agreed upon. I do not feel Freedom Mortgage has the right to withhold an entire payment as they have, causing me to be 30 days late for two months and ruining my credit score. I am a model consumer and pay all my bills on time. I feel this is a very unethical practice by Freedom Mortgage. I have researched several websites and have found several other people have reported Freedom Mortg age as well and have had no resolve. It is my hope that there will be actions taken to protect good consumers such as myself.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-05

Portland, 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

2017-06-05

Mesa, AZ

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

2017-06-03

Nyc, NY

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

2017-06-02

MI

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

Mortgage: FHA mortgage

Complaint: My home mortgage was transferred from XXXX XXXX XXXX to Freedom Mortgage XX/XX/XXXX . The loan was paid off XX/XX/XXXX . Freedom Mortgage reported a 30 day late for the month of XXXX to XXXX XXXX and XXXX . I have uploaded a copy from XXXX , showing the account in good standing and not late. From my understanding according to RESPA Federal Guidelines companies are not to report late payments during the first 60 days of the transfer. I have spoken with several customer services representatives who agree this is true and that it should be corrected. I have been trying to resolve this since XXXX . I have been told that it will take 30 days, to no avail. Then I was told it has to be manually input into the system because it 's paid off, no avail. Freedom Mortgage has yet to update my account as paid with XXXX XXXX and XXXX . They reported the 30 day late after the loan was paid in full and said they have the right to do so because the RESPA expired. I also did not receive a my discharge of mortgage until XX/XX/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

2017-06-01

Morriston, FL

Closing on a 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