FREEDOM MORTGAGE COMPANY

2019-10-04

Fort Pierce, FL

Trouble during payment process

Mortgage: FHA mortgage

Complaint: Freedom Mortgage contacted us to refinance our loan with them. After the original loan was closed and paid-off in their system, they withdrew {$2200.00} as a payment on the paid-off loan from our bank account. After contacting them, to have this reversed ( since the loan was paid-off ) they have refused to return the funds. Twice I provided proof ( bank statement & copy of their own online statement showing receipt of funds that are unapplied ) they withdrew the funds. I have called 5 times over the last 4 days and they are refusing to return the funds stating they are 'looking into it ' but don't have proof they received the funds.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-04

Lebanon, PA

Applying for a mortgage or refinancing an existing mortgage

Mortgage: VA mortgage

Complaint: I have a higher interest rate on my mortgage that qualified for a VA streamlined reduction. I tried to get it from my current mortgage servicer but they refused. They tried to tell me that no one would give me a lower interest rate than what they were offering. I got 3 offers in the mail that were lower. Freedom mortgage refused to match them. I got a lower offer and started the process. Unfortunately, Freedom mortgage is refusing to send by email my mortgage note in a timely manner to lock in the lower rate that they refused to extend to me. I feel they are deliberately slowing down my request, because they have told me that they could send it tomorrow then said Monday. I requested it initially on Thursday, XX/XX/2019. I should have had it today, XX/XX/XXXX. As I said - they refused to streamline my loan themselves, and now that I have a chance with another company, they are dragging their feet. I went through my paperwork and I do not have a copy of the mortgage note. They never sent me one.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-04

Rochester, NY

Trouble during payment process

Mortgage: FHA mortgage

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

Timely Response

2019-10-04

Fort Pierce, FL

Applying for a mortgage or refinancing an existing mortgage

Mortgage: FHA mortgage

Complaint: Freedom mortgage contacted us to refinance our loan. At the time of refinancing, we were NEVER provided the required final disclosure statements 3-Days prior. Our closing was on a Monday so I both emailed and called XXXX XXXX of Freedom Mortgage on Wednesday, Thursday and Friday before the closing and advised her we had not received our documents and that I did not know how much we were to bring to the closing. I was told to be patient, they were busy and putting in mandatory overtime. I was told I'd likely have it on Saturday afternoon. On Sunday I received a call from the company doing the closing. They did not have the information either and would call me on Monday to let me know how much to bring to closing. I received a call Monday afternoon on how much to bring to closing, however I still NEVER received my final disclosure documents. It wasn't until I was at the closing that my wife and I saw the final amounts, which of course were different than we were originally told.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-04

Hagerstown, MD

Applying for a mortgage or refinancing an existing mortgage

Mortgage: FHA mortgage

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

Timely Response

2019-10-04

Gilman, IA

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

2019-10-03

Carmel, CA

Trouble during payment process

Mortgage: VA mortgage

Complaint: In XX/XX/XXXX, I provided Freedom Mortgage Company notice that, as a military XXXX, I was being called to XXXX XXXX. I began several consecutive periods of XXXX XXXX service in late XX/XX/XXXX, and I am still on XXXX XXXX orders into XX/XX/XXXX. I provide copies of my XXXX XXXX orders to Freedom Mortgage in mid-XXXX and requested protection under the SCRA and pursuant to the California Military Families Financial Relief Act ( CMFFRA ), California Military and Veterans Code 800. I provided a formal written request to defer my mortgage obligation for the 180 days under the CMFFRA unless Freedom Mortgage was willing to defer my financial obligation for the duration of my military duty ( through XX/XX/XXXX ). In XXXX or XX/XX/XXXX, they acknowledged receipt of my orders but did not timely respond to me request for deferment. Since this complaint covers over a year of time, I will try to summarize. On or around XXXX of XXXX, I was told that my deferment request would be granted. On or around XX/XX/XXXX, I was told over the phone that Freedom Mortgage would grant my deferment through XX/XX/XXXX, or for a full 12 months, I just had to provide a copy of my orders, which I already had done. Per the CMFFRA, I was to pay my monthly impound account, while my principal and interest would be deferred, and the length of my mortgage would be extend by the length of the deferment once the deferment period ended. I paid my impound account for the past year in good faith. Despite this, over the past year plus, Freedom Mortgage has repeatedly submitted detrimental credit reports to the credit agencies, charged fines on my account, charged other fees on my account, sent correspondence saying I am past due, sent correspondence saying I am in default, harassed me when I called in to inquire on the status of my requests, etc. Today, XX/XX/XXXX, since the understood deferment was scheduled to end on XX/XX/XXXX, I called Freedom Mortgage to make a full normal mortgage payment. They refused to take my payment and said I was due for the full amount of the past year 's mortgage payments. I believe Freedom Mortgage 's actions are in bad faith, violate the CMFFRA, as well as the SCRA. I request they either : extend my loan by the 12 months as previously agreed, and bring my account current, and remove all fines and fees, and remove any and all adverse credit reports from the credit reporting agencies ; OR, forgive my loan. I have paid each month 's impound account as agreed, and tried to resume full payments in a timely manner as anticipated ; it shouldn't be this hard to pay a mortgage. Freedom Mortgage should not be acting in bad faith when servicing the mortgages of service members who have other more pressing concerns on their plates.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-03

Three Bridges, NJ

Closing on a mortgage

Mortgage: Other type of mortgage

Complaint: XX/XX/2019, I was contacted by Freedom Mortgage, our current mortgage company. XXXX XXXX, loan officer, offered a refinance opportunity to drop our current rate by half a point, which would get us to 3.5 %. He let me know the benefits of refinancing with freedom mortgage and we agreed. My wife and I have signed several e-documents and we also submitted all requested documentation in a timely manner. In the middle of XX/XX/2019 I received a call from Freedom Mortgage collections asking us to pay for month of XX/XX/XXXX. My wife also had a follow up call with XXXX and he let her know that all documentation was submitted and we were set to close. Unfortunately, XXXX XXXX, stated that we did not submit our proof of occupancy. I contacted my wife to verify and I found that she did submit all documents requested. We never received correspondence from Freedom Mortgage requesting a certificate of occupancy. I do, however, have proof that XXXX XXXX only requested a current utility bill and a current pay stub. No specification was provided on both husband and wife or other. I have the email saved from Freedom Mortgage to prove this. Lastly, I spoke to XXXX XXXX, XXXX, on XX/XX/XXXX. She told me that she understood our issue. Her plan to resolve this issue was to waive the interest accrued for the month of XX/XX/XXXX, waive the closing cost for XX/XX/XXXX and to also waive XX/XX/XXXX mortgage payment. She told me that she would follow up with an email verifying what she said to me after our XX/XX/XXXX payment posted. Our payment has posted, I have called her, with zero response nor have I received a confirmation email.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-01

Bedford, TX

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: On XX/XX/2019 I received notice that my loan was in active foreclosure. I called into Freedom Mortgage to discuss the options and was advised to contact the foreclosure attorney once a reinstatement amount has been determine. I didn't understand how I was in foreclosure when there was a large payment that was sent in on XX/XX/2019 for XXXX. The representative explained to me that the funds sent was not enough to make a full payment and the funds remained in " suspense ''. " When the loan was referred to foreclosure, the funds are allocated as Freedom Mortgages sees fit, which was to escrow ''. I was confused since our monthly payment was elevated due to escrow shortage to begin with. I was not aware a company can move funds around without the consent of the consumer. I feel as though Freedom Mortgage purposely moved funds to escrow which expedited the foreclosure process. I talked to a supervisor in collections ( XXXX XXXX ID # ) and explained my situation and ask that funds be moved to reduce the outstanding balance, he apologized but was unable to assist. The supervisor said the foreclosure department makes the decision and agree that I contact CFPB to address my issue. I would like for freedom mortgage to move my funds to reduce the outstanding amount I owe in payments. The funds sent was never intended for escrow and it's not contractually stated the mortgage company can dictate how funds are applied regardless of the status of my account
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-01

Philadelphia, PA

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: Freedom Mortgage caused a huge problem with my bank account and did not follow instruction properly on processing of my payment. This created me to be late the following month due to their negligence in handling the problem and resolving immediately. they submitted for payment several days after they were supposed to process ACh payment, which is supposed to process immediately that day or day after, They also received payments as proven by bank statements I sent to them showing proof of this. After calling them they were arguing with me about something that was clear as day. I mailed another check to them 6 days before months end and they said they never received it even though all my other bills mailed same day were received by other service providers. they stated they would consider it late because of this. However, the ACH that should of been processed on a particular day would have avoided the so called late payment on record.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-28

Charlotte, NC

Trouble during payment process

Mortgage: FHA mortgage

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

Timely Response

2019-09-28

Leeton, UT

Struggling to pay mortgage

Mortgage: VA mortgage

Complaint: In XX/XX/XXXX I was injured on the job. It took about three months for workers compensation to okay the claim, which gave us little income for that three months. We contacted our creditors to let them know our situation including our Freedom Mortgage company. They worked with us with a forbearance program of which we made out payments on time. I was out of work for one year and by that time it showed us way behind on our payments with Freedom. The Freedom 's loss mitigation had us fill out a packet again to see what they could do to help, but we were also trying to catch up with all of the other creditors. We put the packet together and sent it off for the underwriters and we went on another forbearance. In XXXX of XXXX my XXXX was so damaged I needed it to be XXXX so I was out of work again for another five months before returning to work ; forbearance for that period. Freedom Mortgage seemed to understand and help as much as possible and we were very grateful for it. In XXXX or XXXX of XXXX we received a letter from Freedom saying they were putting us on another forbearance for three months of which we were suppose to make the payments each month on time. This payment was of the amount of our normal monthly payment. We complied with their request making the payments and filling out another loss mitigation packet hoping to get what was owed put at the end of the loan so we would be back on track with the loan. The packet was filled out and sent the last part of XXXX and verified they received it by phone. They called back after the underwriters had looked at it saying there were parts missing or not filled out correctly. They were rectified and returned just to get the same message that it wasn't complete. We made the XXXX house payment, but on XX/XX/XXXX we received a letter from Freedom saying " Please be advised that a foreclosure sale of the above-referenced subject property is scheduled for XX/XX/XXXX ''. They also stated that according to their agreement that our loss mitigation application was received less than 37 days before the scheduled foreclosure sale that they don't have sufficient time to review and stop said foreclosure. Also, we came home one day and found a note on our door stating that we had 45 days to vacate the premises. The problem I see with this line of thinking is they keep finding little things that stops the process and we need to do it all over again or complete a form correctly. This ate up so much time that it appeared to us that Freedom was just delaying that process so they could foreclose and end the contract : they just want our home it appears and they did whatever needed to be done to accomplish just that. One of the statements made by their representative was " The IRS requires it to be exact '' when in fact I did what was asked on the form. Back and forth for weeks until now we are in this situation and see no way out of it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-28

San Antonio, TX

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: Freedom mortgage states to have not received the remaining documents they've requested. I've faxed them and emailed all of the documents requested everyday in the past week. Im also being advised I have a sale date set on XX/XX/. However, when I look at the XXXX County CAD website, the auction appears to be on XXXX. Freedom mortgage stated my auction is on XX/XX/XXXX. I do not understand how a legal county website is reflecting incorrect information, or if I am being advised of incorrect information. I have proof of documents being emailed and proof of documents sent via email yet they have no information on the remaining items sent, in which they requested.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-27

Three Bridges, NJ

Closing on a mortgage

Mortgage: Other type of mortgage

Complaint: XX/XX/2019, I was contacted by Freedom Mortgage, our current mortgage company. XXXX XXXX, loan officer, offered a refinance opportunity to drop our current rate by half a point, which would get us to 3.5 %. He let me know the benefits of refinancing with freedom mortgage and we agreed. My wife and I have signed several e-documents and we also submitted all requested documentation in a timely manner. In the middle of XX/XX/2019 I received a call from Freedom Mortgage collections asking us to pay for month of XX/XX/XXXX. I kindly let them know that we would be signing our new mortgage loan in that month. According to XXXX XXXX we would be have XXXX dollars when the signing was complete. Soon after I called XXXX, to find out what was taking so long. He let me know that we had to pay our sewage bill to our township. I immediately paid that bill, scanned and forwarded the receipt to XXXX. My wife also had a follow up call with XXXX and he let her know that all documentation was submitted and we were set to close. Unfortunately, XXXX XXXX, stated that we did not submit our proof of occupancy. I contacted my wife to verify and I found that she did submit all documents requested. We had a conference call with both XXXX XXXX and XXXX. XXXX stated he submitted all documents to XXXX, however XXXX stated that she never received them and failed to contact us so we could work the open issues. I have contacted both XXXX and XXXX supervisor and they have not contacted me yet. The billing cycle for XXXX will be over on the XX/XX/XXXX and will miss that payment. XXXX Manager XXXX XXXX XXXX XXXX Manager XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-27

Moreno Valley, CA

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

Mortgage: FHA mortgage

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

Timely Response

2019-09-26

Broadway, WA

Trouble during payment process

Mortgage: Conventional home mortgage

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

Timely Response

2019-09-26

WV

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Freedom Mortgages manages my home mortgage. I pay my mortgage online through XXXX XXXX XXXX. I received a letter dated XX/XX/19 stating Freedom Mortgages had not received the XX/XX/XXXX payment for my home loan and was instituting a {$15.00} late payment fee. My first response was to visit my XXXX XXXX XXXX branch bank on XXXX XXXX in XXXX, WV. My teller, XXXX, assured my XXXX XXXX XXXX had issued a check for the XXXX payment which was delivered on XX/XX/19. This was the first time I had learned that Freedom Mortgages does not accept online payments and required my bank to issue a check each month to them upon my request for the online payment. Upon my return home, I called Freedom Mortgages. Employee ID # XXXX responded to my inquiries about the payment by saying there was nothing he could do. He insisted his company had contacted all mortgage holders to change the address for payments. I told him the message sent in XX/XX/XXXX was addressed to all people who paid their mortgage with a check. I read and discarded the message because I paid my mortgage online. I explained I had received a second message on XX/XX/XXXX which added people who pay online should also change the address. I edited the address on XX/XX/XXXX, and I told the employee of Freedom Mortgages I should think that the XXXX XXXX would be open at least through the end of XX/XX/XXXX. I asked to speak with a supervisor. The employee asked if he couldn't find a supervisor, would I be willing to speak with a customer satisfaction ambassador. I agreed and spoke with employee ID XXXX who said the payment might have been thrown out and requested I pay immediately over the phone. Expressing my distrust of the responses given thus far, I asked for some type of response from Freedom Mortgages to safe guard me in case the check was cashed even though I had issued a second check for XX/XX/XXXX payment. I informed Freedom that my bank would charge me {$35.00} for a stop payment on the " lost '' check. After some time spent on hold employee XXXX returned to the phone to inform me my " lost '' check would be returned to my bank. To my question of when would the check be returned the employee informed me there was no way to determine when and again requested access to my bank account for the XX/XX/XXXX payment. I told the employee when my bank received the check I would reissue the payment. The employee told me if I didn't make the payment by the end of XX/XX/XXXX I would suffer negative financial consequences. I am a XXXX XXXX on limited income. My finances can't uphold two mortgage payments in a single month. I think at the very least the late fee, the stop payment charge should be shouldered by Freedom Mortgages. I asked that my screen be notated about the " lost '' payment stopping any penalties or effects on my credit. This request was denied and backed up with the threat to my finances. Please help regulate this company. XXXX XXXX XXXX XXXX, WV XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-26

Holly Springs, NC

Applying for a mortgage or refinancing an existing mortgage

Mortgage: FHA mortgage

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

Timely Response

2019-09-25

Jeffersontown, KY

Trouble during payment process

Mortgage: FHA mortgage

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

Timely Response

2019-09-25

Scottsdale, AZ

Closing on a mortgage

Mortgage: VA mortgage

Complaint: We have had a VA mortgage for about 9 years total, but the last two years we have had a VA mortgage with Freedom Mortgage. We were constantly being contacted that our interest rate could be lowered, and we decided to go forward. We were told that our mortgage rate would be streamlined, different that a traditional refinance, and it would go from 3.875 to 3.375 % saving us about {$150.00} a month. We spoke with XXXX XXXX on XXXX, who set it up, we signed e-documents and were done We were contacted by our loan officer, XXXX XXXX , who said she would email her contact information if we were to have any questions, and never got anything XXXX said she would give us the information, and never did. we were contacted on XX/XX/2019 that our loan was final and to schedule a closing. We were told that we should not pay our XX/XX/2019 and XX/XX/2019. I contacted several people at Freedom Mortgage who said the same thing, so we held off on paying it. ( we have had 3 mortgages for 3 homes, but never did a refinance, so we believed them ). we contacted Freedom Mortgage and set up a signing for XX/XX/2019. My husband is a XXXX for the military and was working on the East Coast and flew back home for this, and was scheduled to leave XX/XX/2019 to leave for the XXXX to do relief work and set up fresh water for the victims of the hurricane. Our notary was scheduled to arrive at our home at XXXX, and she called to say that the loan had been put on hold. I spent ALL DAY trying to get answers, and no one could tell me what happened, except the title company said that they had not received what they needed from Freedom. My husband and I rushed out to get a power of attorney, knowing it was not going to happen and he had to leave. I spent the next 3 days, trying to get answers. I was answered with rudeness and promises of call backs that did not happen. I got a phone number off an email I was included in and called XXXX XXXX. She answered the phone with " how did you get my number '' not " how can I help you. '' She said she would look into it and call me back in 10 minutes. Never did. She called back about 4 hours later and said she would then call me back. I heard nothing. I called Freedom Mortgage customer service and closing department numerous times, demanded supervisors, and was told there were none but would get a call within 24 hours. No one ever called. On Thursday, XX/XX/2019, I received a phone call from XXXX XXXX at Freedom Mortgage, saying that everything was fixed, and he promised our closing would now take place XX/XX/2019 at our home, with my power of attorney since my husband is out of the country. He again told me to not pay XXXX or XXXX mortgage, but to save it in the event my husband and I changed our minds. He confirmed in an email, NOT to pay our mortgage. Today, XX/XX/2019, no one showed up for our signing. I contacted the notary and she said again our loan was placed on hold. We have no idea why it is not going through, no one will answer our questions, no one knows what they are doing, we have emails saying to not pay anything. I paid our septmeber mortgage as we have never had a late payment and would like to keep it this way. We need answers. We were contacted to lower our interest rate and now we have no idea what is happening. we have been stood up for two closing document signings because Freedom Mortgage can not communicate to anyone what is happening. we want to know what is going on, and why we are not getting what we were told. as a VA loan, I would expect a company to have more respect for their veterans.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-25

Randolph, MN

Closing on a mortgage

Mortgage: FHA mortgage

Complaint: FREEDOM MORTGAGE IS ATERRIBLE company I was suppose to refinance and close on XX/XX/2019 they told me not to pay in XX/XX/XXXX for the month of XX/XX/XXXX. I was working with XXXX XXXX my loan officer. So I didn't pay for XX/XX/XXXX. and then he calls me on XX/XX/XXXX and tells me to pay for XX/XX/XXXX or its going to be on my credit report and Then I would have a late payment that would make it so I can not close/refinance. I have never done this before so I did not know the process just trusting my mortgage company. So I tried to speak with a supervisor or manager no one ever calls back. I get a new loan officer XXXX XXXX who calls me about closing in XX/XX/XXXX instead of anyone calling me back about the lies I was told. XXXX knows nothing about how his company is poorly handling my hardship and how I had to get more money to pay for XX/XX/XXXX mortgage even though I was told not to and I'm in a hardship and used that to pay my other bills. I even called and spoke with XXXX to make sure its okay to pay my other bills, he said yes these calls are recorded. I ended up paying the XX/XX/XXXX. payment and schedule to close in XX/XX/XXXX. Then the closers never showed up XX/XX/2019 XXXX. I called and got the run around. They reschedule for a few days later and the woman comes late to my house and closes. I then get a late fee letter and so I called and told them I closed they said there is nothing they can do. I spoke with a supervisor and so they said they will remove the late fees. I then get a call from XXXX saying the closer did not fill out all the documents and we need to close again and I will need to now pay XX/XX/XXXX and they sent my check back and I'll have to pay the mortgage and closing cost by Monday and that there is nothing that says they will wave any late charges. I asked for a manager and they said there customer service, loan officers, schedulers and ( Inspire ) the closing company are all different and I can call customer service if I want to complaint. I am now left with no closing. No money for XX/XX/XXXX mortgage and a check that is on hold because they reversed. I will now have this on my credit and can not refinance because this will be considered late mortgage and does not qualify with late payments.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-24

Boston, MA

Applying for a mortgage or refinancing an existing mortgage

Mortgage: FHA mortgage

Complaint: I have made numerous requests to my mortgage company over the last year to send me ( on paper and signed ) the amount of money I need to send them in order to pay off my PMI..Not only have I never received this but I was told last week that they do not have to send me it in writing or email.I have also been told that no one at this company is really familiar with how to do this- paying off PMI 'S. This is a simple request -I am at a dead end after speaking to the Supervisor last week -XX/XX/XXXX- Her name is XXXX XXXXThank 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

2019-09-22

Carver, MA

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

Mortgage: FHA mortgage

Complaint: I was shocked when I reviewed my credit report and found late payment on the dates below : XX/XX/XXXX with 30 days late remark on XXXX and XXXX XX/XX/XXXX with 30 days late remark on XXXX I also see some inaccuracy on this report so I am making sure that everything is being updated accordingly. I am not sure how this happened, I believe that I had made my payments to you when I received my statements. My only thought is that my monthly statement did not get to me. Thank you for taking this seriously.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-20

Shalimar, FL

Trouble during payment process

Mortgage: VA mortgage

Complaint: Earlier this year, I applied for and received a homestead exemption from the State of Florida under Fla. Stat. 196.031 to .171. The exemption reduced the taxable value of my home by {$50000.00}, resulting in a reduction in property tax on my home of about {$320.00} per year. I forwarded a letter from my local tax office which reflects the new exemption and estimates my XXXX tax liability to Freedom Mortgage, my mortgage servicer. I requested that the company recalculate my escrow and refund me the estimated overage. Roughly six weeks passed without any acknowledgement or answer, so I called to inquire about the status my escrow analysis request. Freedom Mortgage is refusing to honor the letter, and instead insisting on using the XXXX tax bill to estimate my XXXX taxes, despite the letter from the tax authority stating that my XXXX taxes will be approximately {$320.00} less than XXXX. 12 C.F.R. 1024.17 ( c ) ( 7 ) states in pertinent part : " If the servicer knows the charge for an escrow item in the next computation year, then the servicer shall use that amount in estimating disbursement amounts. '' I believe that Freedom Mortgage is intentionally over estimating my escrow and violating 12 C.F.R. 1024.17 ( c ) ( 7 ).
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-19

Jupiter, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My mortgage was sold to another company ( XXXX XXXX ) for XXXX dollars. I have made over 12K in principal payments which Freedom Mortgage shows on my statements but kept the money instead of transferring it over to my new mortgage company. Per my freedom mortgage statement, my remaining principal should be {$340000.00}. My wife and I have contacted freedom mortgage and the new loan company several times and the new company says the fault is with Freedom. Freedom has been very unhelpful and has shown no interest in resolving this matter. I did get a response from Freedom Mortgage which I have attached in which the representative reviewed the issue and calls and says it will be corrected and also apologies for the behavior of some of the companies representatives with how they handled the issue but that was a while ago and still the issue persists. I have spoken to well over a dozen Freedom Mortgage representatives and supervisors who have not assisted at all and Freedom seems content on selling my mortgage and keeping the extra principal payments.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response