FREEDOM MORTGAGE COMPANY

2016-10-31

Gulf Breeze, FL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

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

Disputed: No Timely Response

2016-10-27

Staten Island, NY

Settlement process and costs

Mortgage: Conventional fixed mortgage

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

Disputed: No Timely Response

2016-10-27

IA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Freedom Mortgage does not document my current escrow balance. My loan originated with XXXX Mortgage and had been serviced there for 3 years prior to being sold. Freedom Mortgage does not reflect on their website or my monthly statement what my current escrow balance is. I am not provided enough information to determine what it is either. There is no starting balance for the year or disbursements for the year. Only the amount paid in for the year is shown. I have no way of knowing for certain how much of my escrow money Freedom Mortgage holds. I was told that I could call to get that information. I have done that several times and the reps are not very helpful. They just state the amount that I have paid in 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

Disputed: No Timely Response

2016-10-27

IA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Freedom Mortgage needs to stop sending me Cash Out Refinance marketing materials. I receive at least 1 of these mailings per month. I have called them and asked that they stop. I asked to be opted out of all marketing materials when I called. In addition, I completed an Opt Out letter they sent and returned it. They responded with a letter confirming that I was opted out. However, I continue to receive these letters monthly.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2016-10-27

San Jacinto, CA

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Complaint: On XXXX/XXXX/2016, I notified Freedom Mortgage about my financial hardships and that I wished to go through the loss mitigation process. I received a loss mitigation package from them requesting that I sign a few documents and send back some documentation as well. I forwarded the package back to them via email on XXXX/XXXX/XXXX once I finally received the package. Included in the package was a hardship letter ( per their request ) to explain the hardship I was experiencing. The letter also explained my situation regarding banking accounts. On XXXX/XXXX/2016, as I caled in to make a monthly mortgage payment, I asked if loss mitigation had any news for me regarding my request for modification. I was told by the rep that took my payment, they still needed all pages from my bank account. I explained for the 3rd time, that I did not have a bank account as stated in the letter ( obviously they have not read ), so stop asking and let 's move forward. That rep stated that she was going to notate that on my loan and have a manager review it to get the ball rolling. It has now been more than 30 days and they have stopped all communication with me. I spoke with a rep today as I was making another monthly payment and she stated the same thing about the bank account documentation. It is as if they are delaying the process on purpose so that they can foreclose on the home.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2016-10-26

Brock, TX

Loan servicing, payments, escrow account

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

Disputed: Yes Timely Response

2016-10-26

Lewisville, TX

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: My family bought our first home about a year ago and we have had our mortgage servicing changed 3 times in the past year. Our current mortgage servicing company is Freedom mortgage. I tried to make my XX/XX/XXXX payment with this company on XX/XX/XXXX and I received a confirmation # from them which I have. They gave me a call on XX/XX/XXXX saying the payment had n't gone through even though I received a confirmation. I was told the bank info had a XXXX number error and it did n't go through because of this. Now they have added a {$73.00} late fee to my payment. Prior to this, I tried in XX/XX/XXXX to get automatic payments done, but their website would not allow me to do this. I also called them on the phone to do this without any avail. Furthermore, they 're website does not have the capability to save bank information ; therefore, it would be very common to have a human error when making payments. I was supposed to have a manager call me and reverse the payment. I had to call back today on XX/XX/XXXX because I have not had anyone reach out to me. Furthermore, I waited an hour and half and was still not put in touch with a supervisor. On top of this there was no record of my call on XX/XX/XXXX with them because their customer service rep forgot to save the notes. I 'm very upset that this company treats its customers this way and tries to gauge them with late fees.I never signed up to work with this servicing company and have been forced to do so because my mortgage keeps getting sold. Furthermore, they do not help their customers fix issues and waste their time when customers try to resolve issues. This is very troubling and this company needs to be investigated for their practices.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2016-10-25

Orion Twp, MI

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: My Mortgage was transferred to Freedom Mortgage ( FM ) in XXXX 2016. Since that time I have repeatedly tried to have them correctly apply my regular Monthly payments, regular Monthly extra payments on principal only and random additional extra principal only payments. Note ; FM is responsible for auto drafting the Monthly payments from my account. My statements show the auto drafting Monthly. FM has wrongfully not applied payments on the correct days to correct places. I applied for a refinance to get rid of FM. ( I should not have to pay closing cost to get away from this lenders wrong doing. ) I was denied for the first time in my life because FM falsely and wrongfully reported me XXXX and 90 days late on payments. Please see the cut and past of my memo of the phone call to FM XXXX XXXX XXXX. XXXX XXXX 2016 Phone Call to FM XXXX XXXX teller # XXXX I requested to speak with a supervisor. XXXX pulled up my account. He ask what the call was about and said the calls are recorded. I told him this concerns the wrongful false reports FM made of late payments to the there Credit Bureaus. He put me on a 17 min hold while connecting me to the Escalations Department. After a 17 min hold, I reached XXXX, teller # XXXX ext XXXX. I explained FM wrongfully reported false late payments to the credit bureaus. FM auto drafts payments and this information sent to the credit bureaus is false. Payments can not be late since FM is responsible for auto drafting the payments. I told FM, I was denied a refi loan because of FMs false wrongful reports to the credit bureaus. A second denial is pending from the XXXX XXXX XXXX XXXX as well. " XXXX said, looking into my account, I was not late on any house payments. '' I read the denial email to him from XXXX stating, " Your loan is ineligible due to a 60 day late payment and a 90 day late payment reported on your credit report by Freedom Mortgage within the last 12 months. '' My XXXX was XXXX and now plummeted to XXXX, a serious matter. I have never been denied any credit until now. I ask FM to do an immediate bullseye correction today and immediately correct the false wrongful reports. I reminded him FM is responsible for auto drafting the house payments XXXX the first of each Month. And FM auto drafts an additional {$100.00} the first of each Month for the principal only. XXXX said he could get it corrected Monday. He said he will send it to Correspondence and Research and rush the response for a 48 hour 2 day turn around. I said this needs immediate attention, XXXX denial has already occurred and another application to the XXXX XXXX XXXX XXXX will also occur if not corrected stat. I ask how was it that FM reported this false wrongful info to the credit bureaus, if as you just stated, I am not late? XXXX said my account does not show a XXXX or 90 day late report. XXXX said this requires research to find the answers. He said I would be emailed a response by Tues XXXX. Also I would receive a hard copy in the mail. XXXX said he would monitor the account to make sure it is being worked on. I requested a copy of the corrections be sent to me in email I gave him my phone numbers for verification and a call back. Freedom Mortgage has refused to properly apply my payments. FM has reported me XXXX and 90 days late to the credit bureaus ruining my XXXX XXXX. I am convinced FM will start proceeding for forclosure on my home.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: Yes Timely Response

2016-10-24

Crossville, TN

Loan servicing, payments, escrow account

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

Disputed: No Timely Response

2016-10-24

Oak Grove, MO

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I called my mortgage company, Freedom Mortgage, to find out what the pay off was on my home because we are selling it and purchasing a new home. They told me that is would cost me {$30.00} and it would be 72 hours before I would receive that information. They stated the fee would be added on to the final balance of the pay off on the loan. I feel that this fee is unacceptable and they are keeping my information hostage for a fee. There is not an early pay off penalty. This is my information and I do not feel they should be able to withhold it for a fee of any kind.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2016-10-24

MN

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: We have {$450.00} of late fees on our account that are not valid. I have tried for over a month to resolve this issue but NO ONE will respond to me. I called customer service, they said it needed to be in writing, so I have sent XXXX emails with no response. I have google searched loan officers, sent XXXX emails ( they stated someone would call, no call has come ). I found someone on XXXX, again no response. I have provided documentation on the fact that the late fees are bogus and we have not had any late payments since XXXX of 2016. In XXXX of 2016 we received a foreclosure notice because apparently I missed paying the cents on our bill, instead of paying the {$1200.00} and some change, I only paid the {$1200.00}. I spoke with a gal and she stated I needed to pay {$150.00} and some change to get caught up with late fees, which I paid with our XXXX payment, but separately. Since then NONE of my payments have been late. Therefore I do not owe any additional late fees. I provided a list of my payments to Freedom Mortgage noting that none of them were late since I got caught up in XXXX. Their refusal to contact me only confirms that the late fees are not valid.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2016-10-23

San Francisco, CA

Loan servicing, payments, escrow account

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

Disputed: No Timely Response

2016-10-20

IA

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Complaint: I was contacted by Freedom Mortgage shortly after my mortgage was sold to them from XXXX encouraging me to refinance with them the loan they currently serviced. I was told they would lower my rate and it would n't cost me anything. I asked why they were doing this and they replied if we do n't someone else will. I agreed as long as the term of my loan was n't extended and the rate was lowered and it did n't cost me anything. Documents were mailed to me dated XXXX/XXXX/16. I signed them and returned them XXXX/XXXX/16. I contacted Freedom Mortgage several times after returning the documents to get an update on the process but no one would return my calls. I received a call from Freedom Mortgage inquiring about a loan I had at a credit union and it was suggested I pay it off since it was such a small balance, I did. Once again I made several calls to Freedom Mortgage to get an update and once again my calls were not returned. I finally was contacted by Freedom Mortgage requesting information I explained I had already sent it XXXX/XXXX/16. So XXXX/XXXX/16 I forwarded by fax and mailing hard copies as requested sent the requested information. I then contacted Freedom Mortgage to get an update but once again my calls were not returned. I then received a call stating that since I paid off the lian at the credit union they would have to change my loan. Freedom Mortgage requested I I pay it off and I explained this to them. They said I would need to start the process over because to much time had transpired from when I signed papers in XXXX. By this time its XXXX and they would be sending me more paper work. They have pulled a second credit report which has lowered my credit score because they have not done their job and stayed on top of this transaction they initiated. I 'm unable to " do anything that would affect my finances '' until this refinance is complete is what Freedom Mortgage has told me. I 'm very upset as they started this process and have drug their feet in finishing it. If I go to another institution to refinance my mortgage another credit report will be initiated lowering my credit score yet again.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2016-10-19

Rockford, IL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

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

Disputed: No Timely Response

2016-10-18

Corona, CA

Loan servicing, payments, escrow account

Mortgage: Other mortgage

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

Disputed: Yes Timely Response

2016-10-18

District Heights, MD

Loan modification,collection,foreclosure

Mortgage: Other mortgage

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

Disputed: No Timely Response

2016-10-18

Palmerton, PA

Settlement process and costs

Mortgage: Conventional fixed mortgage

Complaint: Back in XXXX XXXX, Freedom Mortgage was to close the refinancing of our mortgage loan. We started the loan application in XXXX XXXX and on the onset, our feeling was things were being handled and managed to allow us a closing date of XXXX XXXX. When there were delays due to operations issues with Freedom, we requested that all of these issues be resolved before the party involved in the transaction had travel plans and would be unable to postpone them. Needless to say, Freedom was negligent in responding to this and closing did n't happen on time for this party to leave for Florida for 3 months. BUT, to make a solution for all concerned, we moved the closing to XXXX XXXX and myself and my other half had to pay the cost of an airplane flight from florida to our home and then return back to florida. Needless to say, XXXX date of settlement came and there were again problems made along the way by Freedom that caused delays in settlement on that particular day of closing. They provided a closing cost statement without knowing all of the numbers on the itemized report and could n't explain it to us at Closing. It required further email follow up days after the " closing '' for anyone to provide the complete closing details to us. HIGHLY UNUSUAL for a Mortgage Company in the business of closing loans.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: Yes Timely Response

2016-10-18

WV

Application, originator, mortgage broker

Mortgage: Other mortgage

Complaint: I applied for a refinance with Freedom Mortgage. They received my application and they sent me some documents out for me to review and sign and return, which was done. They received another email saying they received it and needed another document showing whats called a subordination from XXXX XXXX XXXX XXXX. Then they informed me they were awaiting the subordination package from XXXX XXXX XXXX XXXX which was XXXX 2016. Freedom Mortgage continued to send me emails saying that they were waiting on the subordination from the XXXX XXXX XXXX XXXX. The last email I received from them was in late XXXX. They said they were still awaiting subordination from XXXX XXXX XXXX XXXX. Having concern about it, I called the XXXX XXXX XXXX XXXX. The XXXX XXXX XXXX XXXX informed me they were not in receipt of the subordination and that was in late XXXX. I provided a contact phone number to XXXX XXXX XXXX XXXX for Freedom Mortgage. The XXXX XXXX XXXX XXXX informed me that due to my request and the situation at hand or words to that effect that they would contact Freedom Mortgage on submitting a subordination request. It was late XXXX that XXXX XXXX XXXX XXXX informed me they would send out the request. The XXXX XXXX XXXX XXXX contacted me to let me know that they were in receipt of the subordination request from Freedom Mortgage. XXXX XXXX XXXX XXXX further informed me that they would expedite it on my behalf. The XXXX XXXX XXXX XXXX called me to inform me that they finally received the subordination request. Approximately 2 days later, the XXXX XXXX XXXX XXXX stated that they received it and had a few questions of me. I proceeded to answer the questions and XXXX XXXX XXXX XXXX they would expedite and submit it to Freedom Mortgage. My question is why did they tell me they would submit a request in early XXXX, and did not actually submit it until late XXXX, after I called. Freedom Mortgage informed me through telephone call and some kind of post-it note I received on my door, I was authorized to miss XXXX mortgage payments, which Freedom Mortgage denied later. I sent copies of the notice I received on my front door. So I been getting the emails constantly that they found some errors in the subordination, but those errors were not on my part. Then they emailed me again saying errors had been corrected and they were going to forward it for approval to the title company and this was going on for XXXX3 weeks. Now we into XXXX and they keep saying that theyre awaiting on the approval from the title company which I believe was another prolonged setback on closing my refinance. In XXXX of 2016 I received an email from Freedom Mortgage informing me an account must be current in order to close. Due to the prolonged delays and setbacks, I missed XXXX and XXXX payment due to this setback which resulted in Freedom Mortgage that they were going to withdraw their refinance request. And I was appalled at their actions because of the prolonged setbacks.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: Yes Timely Response

2016-10-17

Five Points, NC

Loan servicing, payments, escrow account

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

Disputed: No Timely Response

2016-10-17

Leh, NJ

Loan servicing, payments, escrow account

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

Disputed: Yes Timely Response

2016-10-16

Keyport, WA

Loan modification,collection,foreclosure

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

Disputed: No Timely Response

2016-10-16

San Jacinto, CA

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: When trying to make a payment online via website of Freedom Mortgage there is an " error on payment. '' Valid payment information was entered and was entered before the due date. I believe Freedom Mortgage does this intentionally to take advantage of consumers and extract additional late fees from them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2016-10-15

Katonah, NY

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Complaint: Unfortunately it has come to my attention after paying my mortgage each month I was in defaultt for nonpayment by my wife. unknown to me they call me direct which I made my payment in full and and current and mailed it to them. but they sent it back stating the next payment was due and return The check back requesting another payment due each time and each time they will send another check this was done numerous times .till I was sent a foreclosure notice and then the sent The checks. I imediately retained a lawyer to represent me in the foreclosure matter .I was told that this would take some time. after waiting for an extensive amount of time. I went back to the lawyer what I was told that there was no set date yet. fed up with waiting on XX/XX/2016 I want for consultation with another lawyer. when she did her research on the case file it was brought to our attention then that the foreclosure process was done and the house is sold one year prior. they stated we were notify about the whole process by sending notice to XXXX kids in college XXXX XXXX an XXXX XXXX there were no notices or statements I was not notified in any time or anyway. I was never given a chance to protect my house which I invested in or shelter for my family. I was treated unfairly even at the closing purchase of this house I was told by my by my lawyer in all his years of practice he has never seen anything like this I was fed to the wolves. to whom it may concern I am asking you to take a good look at these people and my case thank you in Advance XXXX 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

Disputed: No Timely Response

2016-10-14

Asheville, NC

Loan modification,collection,foreclosure

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

Disputed: No Timely Response

2016-10-14

Las Vegas, NV

Settlement process and costs

Mortgage: Conventional fixed mortgage

Complaint: I have been trying to get a loan payoff on my loan for almost a month now. I was told again that I would have it by today, Friday XXXX/XXXX/2016. I understand that I have not made payments however I am trying to settle the account on the sale of the home.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response