FREEDOM MORTGAGE COMPANY

2016-10-13

Orion Twp, MI

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: XXXX XXXX, 2016 Freedom Mortgage ( FM ) has sent the attached XXXX 2016 statement including incorrect transaction activity from XX/XX/2016-XX/XX/2016. The transaction activity consists of XXXX lines labeled with descriptions listed as " Payment '', " Curtailment Rev '', " Payment Reversal '', " Curtailment '' and " Amortization Schedul ''. On the transaction activity the headings listed are " Interest Paid to Date '', " Transaction effective date '', " Transaction amount '', " Interest paid '', " Principal paid '', " Late Charges Paid '', " Fees Paid '', " Escrow Paid '' and " Optional Insurance ''. It depicts inaccurate misplaced payments and lists late fees and additional fees and unapplied payments along with curtailment rev and payment reversals. This is incorrect, there are no late charges, fees paid or unapplied funds ; however, FM shows figures in these columns penalizing me. How is this possible when FM auto drafts from my account and my statements show funds taken XXXX the XXXX of each Month by FM? These columns should not list any figures in them. There should never be a late fee, fees paid nor any money unapplied. This needs to be corrected. FM is set up to auto draft the house payments the XXXX of each Month. Auto draft was set up to ensure prompt accurate payments. FM is responsible to auto draft and apply those payments including an additional principal only payment for {$100.00} XXXX the XXXX of the Month. Explain why any late fees, fees and unapplied funds are listed on the transaction activity. Each XXXX of the Month my bank statements show the auto draft payments to FM for {$1200.00}? FM is responsible for auto drafting the house payment the XXXX of every Month for {$1100.00} P & I and an additional {$100.00} for principal only totaling {$1200.00}. The XXXX statement and transaction activity is filled with mismanaged incorrect payments. FM did not apply the very first payment on time when the loan was sold to them. First payment was to be paid XXXX XXXX and FM auto drafted it late. On XXXX XXXX FM failed to make a complete house payment. FM paid only {$130.00} to P & I and {$100.00} to principal ; however, it is unclear where the additional {$1000.00} auto drafted from my account went. The columns depict many payment reversals and curtailment reversals including minus signs in many areas. FM has identified several payments as cash receipt on the loan overview. Where are payments identified as " cash receipt '' applied? Where are payments labeled " payment '' applied? ... Interest, principal I can not continue to send FM additional random principal only payments because FM has not applied the past principal only payments correctly to the principal on the correct dates. FM is preventing me from paying off my mortgage by not applying my payments to my loan correctly. FM has not correctly auto drafted P & I payments. FM has not applied the Monthly recurring additional {$100.00} principal only payments correctly. All fees and unapplied payments need to be corrected to XXXX. The Unapplied Funds column has many entries. Why do any entries appear in this column? Define what unapplied funds are? I have repeatedly ask FM to correct the random additional principal only payments I made using the FM address designated to receive principal only payments. The address was provided to me by an FM representative in XXXX 2016. I called FM a second time speaking with a different representative to verify the accuracy of the address. This was confirmed as the correct address to receive principal only payments. The three random principal only payments I made from XXXX for {$1000.00} delivered XXXX XXXX/XXXX/16, {$3000.00} delivered XXXX XXXX/XXXX/16 and {$2000.00} delivered XXXX XXXX/XXXX/16 do not show applied to the principal only. They are described as cash receipt and payment. The dates applied are after the deliver XXXX dates. I requested FM to provide the balance of my mortgage after each payment.
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

2016-10-12

Carson, CA

Loan modification,collection,foreclosure

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

2016-10-12

NJ

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I have prepaid my flood insurance for 3 years and my home insurance for the year. Every month I pay for both flood and home owners insurance despite submitting proof that they have been paid in full. I have contacted there escrow department over a dozen times. They fail to respond unless severe persistent measures are taken. I have called, sent emails, even certified letters. My insurance company has contacted them. They have confirmed they have gotten the documents and yet, every month I am still overbilled. They overpaid my property taxes by XXXX, which when asked by the XXXX clerk she has no idea why they did it. I feel its unreasonable that I, nor anyone else should be forced to used a lending carrier that cant even bill every month correctly. If they can not handle paying the appropriate people ie my insurance company, the tax borough and whomever else I should not be forced to have incompetence controlling my finances.
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

2016-10-12

Greenwood, CA

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: Soon after the purchase of our home, XXXX XXXX sold our loan to Freedom Mortgage. We did not have an escrow account. Prior to the change over XXXX mistakenly created an escrow account and paid {$950.00}, which was corrected and credited back. However, when the loan account was transferred to Freedom this documentation was not with the file and they received an account with an escrow shortage of {$950.00}. Which they tried to collect from us. We informed them there was no escrow account and never was. We had XXXX on a XXXX way call with Freedom and XXXX stating that this was the case and that everything was current that XXXX never sent any bill. XXXX submitted the documentation for this to Freedom directly to XXXX XXXX ( this freedom agent asked for it to be directly sent to her ) on which we were cc 'd on the email. Freedom continued to deny receiving the document which we were fully able to view, open, save and see from the email. We again submitted this directly to now XXXX ( XXXX XXXX ext XXXX ) as well as Freedom 's customer care multiple times, with no response. We did this multiple times over the next few months. With no follow through from Freedom at all, never once have they called when they said they would. We finally had to fax the document in order to have Freedom confirm the documents receipt to XXXX. Freedom still claims they can not alter or correct the account or close the escrow account even with this documentation. They then put a hold on our last months payment, the funds have been taken from my bank account fro the scheduled payment but not applied to our loan. They are imposing late fees and have also filed to make our account delinquent with 30 day late payment. All the while we are fully paid and submitted on time properly. The funds have been taken from my XXXX XXXX account for the mortgage payment on time but payment has been not applied to the loan. We are in the process of trying to buy a larger home for our growing family but can not with a 30 day late report on credit file now. This process has been infuriating and completely the fault of the mortgage companies and nothing whatsoever to do with anything that I have done. This has been going on for months with hundreds of hours on the phone to Freedom and XXXX. Freedom has gave us the run around, lied to us, and provided no assistance. We also reached out to XXXX to have them set up an appointment to talk to Freedom as well. Our new broker suggested we contact BCFP and that this is exactly what you guys are here for.
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

2016-10-11

Marietta, GA

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

2016-10-11

Macon, GA

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

2016-10-11

Magnolia, TX

Settlement process and costs

Mortgage: FHA mortgage

Complaint: Back on XX/XX/XXXX we did a Loan Modification on my home. At the time that the modification was done the principal balance was around {$190000.00}. But, keep in mind that when Freedom Mortgage took over the loan XX/XX/XXXX my principal was {$190000.00}. So, when the loan was modified back on XX/XX/XXXX my principal balance was {$140000.00} and {$58000.00} was put to a Subordinate Note. Adding that up come to {$200000.00}. That is more than the original principal balance of {$200000.00}. When all the paper work came to me from XXXX XXXX the only things was the Subordinate Note and Subordinate Instrument. NEVER HAVE WE GOT A FEE BREAK DOWN SHEET OF ANY SORT. I HAVE TRIED TO CALL LOANCARE BUT NO ONE WILL TALK TO ME, THEY TELL ME TO CALL FREEDOM. WHEN I CALL FREEDOM MY CONTACT PERSON DO NOT UNDERSTAND WHAT I AM TALKING ABOUT. AT NO TIME I WAS TOLD THAT ADDITIONAL MONEY WOULD BE ADDED TO MY LOAN. ONCE AGAIN, WE NEVER GOT A BREAK DOWN OF THE FEES EVEN WHEN WE RQUESTED THE INFORMATION AGAIN. Please understand that LoanCare, may have done a fraudulent and or misrepresentation on your behalf. This will sever as notice to you. And a copy of this is been sent to Loancare as well.
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

2016-10-10

Bremen, GA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Received an annual escrow account disclosure statement on XXXX XXXX, XXXX that shows a shortage due of {$6400.00}. My homeowners insurance , county and city taxes have each gone down when compared to bills paid in XX/XX/XXXX. If a shortage existed last year why was there only an increase of {$96.00} monthly for escrow ( {$1200.00} for the year ). Either they have serious accounting issues or they are ripping me off. When I called the Customer Care Department and selected the prompt for escrow the person was unable to answer my questions. Escalated to Sheriff. During this conversation it was clear that the analysis they sent me for XXXX failed to properly disclose amounts paid in XXXX for the higher tax amounts. The timing in the escrow analysis has caused this huge discrepancy. Why was the first analysis performed XXXX/XXXX/XXXX and adjusted again ( down ) on XXXX/XXXX/XXXX then the next analysis not performed until XXXX/XXXX/XXXX resulting in two years of higher than originally scheduled tax amounts to be due. An adjustment should have been made earlier to prevent a negative escrow balance of over {$5000.00} to result in a 14 month period. This is unacceptable behavior from a mortgage company.
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

2016-10-07

Southern Pnes, NC

Loan modification,collection,foreclosure

Mortgage: VA mortgage

Complaint: I have made multiple daily attempts over the course of 5 days to obtain a loan assumption packet from Freedom Mortgage. I have spoken to a different rep each time and been given a different answer as to how I obtain this. First it was a simple sheet I fill out and email to customer service. This did n't work. That was XXXX failed attempts with them stating I did n't give proper info. When in fact they were emailed my phone, email, property address, name and loan number. She said " well maybe it was n't legible ''. I assured each person that it was legible because it was a typed document. Then different rep tells me it is a form that can be emailed or faxed. Did n't work either. Then I ask to speak to supervisor and she tells me they have to send it certified mail. I wait. Nothing. Call back lands a different rep. She puts me on hold and I get hung up on. Call back. Yet another rep today states that it can in fact be emailed or faxed to me and is set to get to me by XXXX XXXX or c.o.b. Monday. I feel like this is a stall tactic for some reason with this company and they would rather have me foreclose and take my home. All I want is the packet so the new borrower can assume loan. Please help!!!
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

2016-10-06

East Troy, WI

Application, originator, mortgage broker

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

2016-10-06

Shreveport, LA

Loan modification,collection,foreclosure

Mortgage: VA mortgage

Complaint: 1. bought a house ten years ago. With recent flooding events in my area, I discovered the reason my house took on water was because my den, sunroom and carport are all built on unreinforced concrete ( no rebar ). Engineer assessment determined it structurily unsound and the only solution is demolition and rebuild. Have contacted mort. company and they want all kinds of info, banking, salary, tax forms, IRS forms, etc. Although I can afford my mortgage, there is no way I can afford demolition and rebuild. I asked them to go with a Short sale, or Deed in lieu of Sale. If I ca n't afford the work to be done, I will have to walk away from my mortgage. Either way I lose. Can anyone advise or help me?
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

2016-10-06

Main Office, VA

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: Section One : FALSE OVERDUE NOTICES I am making a request for your office to determine why I am receiving letters stating that my mortgage payment is overdue and I am now being charged a late fee? Attached is an affidavit from my bank showing that all my payments from the past have been received and posted prior to the XXXX of the month since XXXX XXXX. 2. Please find out what are my monthly payments? I have been sent a notice of {$950.00}, {$660.00}, and now {$740.00}. I would like to see the math on all of the above figures. How did my loan go from {$790.00} to {$950.00}? I would like to see the math. After a refinance in XXXX of XXXX, I have been making payments of XXXX. This is an FHA loan and includes principle, interests and hazard insurance. I have a 100 % tax abatement given to me by XXXX Country for persons who are XXXX and over and beneath a certain income since XXXX. 3. I have also been sent a statement for late payments for the previous month for {$1500.00}. How was this tabulated? Section Two : ESCROW ACCOUNT/UNAPPLIED FUNDS 1. I finally found out last month there was some type of unapplied funds of XXXX. Why are these in an unapplied fund bucket? Where did the {$220.00} go of the XXXX? I have never made a partial payment. What check number was this? Please ask them to provide the check number ( see bank report for check numbers and payment ). I have never paid a partial payment. Please ask them to provide the check number and why money is missing.
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

2016-10-05

Charlotte, NC

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

2016-10-05

Tarzana, CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: My wife and I bought our home in XX/XX/XXXX. Our lender was XXXX XXXX XXXX at that time. Last year they were bought out by Freedom Mortgage, and ever since then we have had nothing but hardships and trouble. First, they kept mailing me letters and calling me non stop about refinancing, telling me they can get us a better interest rate and lower monthly payment. So we decided to try it out finally. My last job put me in a financial rut that I 've been trying to get out of, so we planned on doing a cash out refi to pay off all our debt so we only had our mortgage to worry about monthly. Well after being strung along for months assuring us the refi will work no problem, all of a sudden the " ratios would n't work ''. We needed to pay down some of our debt to make the ratios work. We had no money to pay down debt, so they told us to borrow from family and we could just pay them back with cash from our equity after the refi goes through. So I borrowed $ XXXX from my parents. A few weeks later, " oh the ratios still wont work ''. They said that my wife needs to show more income. She is a commission based hair stylist, so she is a XXXX self employed, so Freedom Mortgage said she needs to do her taxes a certain way so that it shows she made at least $ XXXX in XX/XX/XXXX. So since she used no write offs, when we filed the taxes she now owes over $ XXXX to the IRS on top of what she already owes from XX/XX/XXXX, and Freedom Mortgage said well you can just pull that $ XXXX from your cash out refi and pay it off in full ... Guess what? .... " Ratios still wont work, your debt is still too high ''. I finally started looking into our credit reports on my own to see what XXXX was happening. I downloaded the credit karma app on my phone and I found that somehow, mysteriously, a XXXX home loan was sitting on my credit. My wife 's credit only showed $ XXXX to Freedom Mortgage, when my personal credit report showed $ XXXX with XXXX XXXX, and another loan for $ XXXX with Freedom Mortgage. Its no wonder our refi fell apart, because they never paid and closed my first mortgage account and nobody could see that on my credit score??? But I was able to find it on my own? This is a perfect example of Predatory Lending Practices. Because of this, my wife and I are now over $ XXXX more in debt to the IRS and paying back family. On top of this, a month ago my mortgage payment increased by {$450.00} because our impound account came up negative due to shortage in impound account payments. Our mortgage payment has been the same since we bought the house in XX/XX/XXXX, NOW, Freedom mortgage is saying that payment has been wrong all along and we really should have been paying a higher mortgage payment. So why now after almost 3 years in this house do my payments not cover my taxes??? This is not legal and I believe that Freedom Mortgage should be paying that negative balance due to their own error in our loan. Their company are the ones who ran my loan, who bought my loan from the previous lender, and send me bills for a certain dollar amount. I pay the amount we signed for when we closed escrow. I am in a 30 year fixed conventional loan, my payment should not be going up {$450.00} because they are incompetent. I spoke to the XXXX County Accessors office and they told me my property tax has not changed at all other than the standard 2 % just like everyone else. I am being taken advantage of by Freedom Mortgage. They do n't send email confirmations when a payment is made, they do n't provide any documentation or paper trails for anything. They can not raise my fixed payment almost {$500.00}.
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

2016-10-03

Chicago, IL

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: No Timely Response

2016-10-03

Foothill Ranch, CA

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

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

2016-10-02

Cedar Park, TX

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

2016-10-02

Camden, NJ

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: I had water damage in my home in XXXX 2015. The insurance company paid for work to be done, first disbursement check was sent to me and given to the company. The larger part was sent to the mortgage company, It has been a year. The inspector for the mortgage company, did the inspection and agreed the work has been completed. Freedom Mortgage will not release the check to the contractors.
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

2016-09-30

OH

Settlement process and costs

Mortgage: FHA mortgage

Complaint: In XXXX I started a search to re-finance my mortgage so that I could lower my rate, lower my payment and take advantage of some of the benefits that come along with that such as skipping payments, receiving escrow money back from the current mortgage and so on. Anyway, on or around the XXXX of XXXX I started speaking with Freedom Mortgage, the process at first moved smoothly and around the XXXX I was told that my file was moved to underwriting. At this point I felt comfortable and secure in Freedom Mortgage and I was set to close on XXXX/XXXX/2016, and I did. Then on XXXX/XXXX/2016 almost a week after closing I received a call stating that they would have to recall the loan due to the payoff amount differing from what they had to what was received from my current mortgage holder. I complied right away and it was taken care of in a matter of minutes on my end. At this point I was freaking out because I had already planned/spent the mortgage money that I would have used to pay XXXX payment but because as I stated above I was comfortable and confident so I thought that everything would work out. Since this point however everything that could go wrong has gone wrong and getting responses back from anyone has been nothing short of horrible. I was set to close on numerous occasions and something always happened. A lot of the benefits that I spoke about above I am now going to miss out on due to the timing and because of things that were outside of my control and things that should have been done/fixed before we got to here. I have also asked that someone tell me the " numbers '' and explain to me how or what they can do so that I can still enjoy some of the benefits that a re-finance should offer and if everything was done properly from the beginning would have been offered. Finally, on XXXX/XXXX/2016 I closed on my loan at my house with a notary that did not explain anything and just ask me to sign the documents and I did because it was my last opportunity to get it done on time, once completed he advised me that because he was running late he did not have a copy of any of the documents for me and that he would get them to me. That night I emailed two of the contacts at Freedom Mortgage and let them know that I completed the signatures and ask that someone call me to cover the documents since the notary did n't have answers or a copy to leave for me. Since that time I have not heard back from anyone at Freedom Mortgage and now the loan has funded. I feel that due to certain circumstances out of my control I was taken advantage of due to an early error on their end. I also feel that anyone that handles mortgages should be up front and very direct about the process and numbers given the amount of money that a mortgage entails. This process once the loan had to be redone has been very unfair and deceptive on behalf of Freedom Mortgage and to this date I still have not heard back 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: Yes Timely Response

2016-09-29

Conroe, TX

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

2016-09-29

Wattenburg, CO

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: XXXX XXXX and Freedom Mortgage are not transferring my funds to make my mortgage payment. My account has been ignored more than twice and no one is taking responsibility. I have spent so much time on the phone and they insist on ignoring my issue. I feel threatened. I feel like they want to obtain a foreclosure on my property and want to see another late charge adding to my account. My credit score has gone down, and I 'm late on paying my mortgage because neither Freedom Mortgage or XXXX XXXX want to be held responsible for retrieving my funds. My mortgage funds I requested that Freedom Mortgage to retrieve are still in my account, and they have sent my issue to the credit bureau and are claiming I have n't made a payment while they are ignoring every call I have made. I 've owned my home since 2004, and I have n't been late making a payment until lately when Freedom Mortgage is taking care of the payments.
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

2016-09-28

Olympia, WA

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

2016-09-28

CO

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: On XXXX XXXX, 2016 my mortgage with Freedom mortgage was paid in full and I received a payoff letter from Freedom Mortgage confirming this on XXXX XXXX, 2016. On XXXX XXXX, 2016 Freedom Mortgage withdrew a principal and interest payment of {$2000.00} from my bank account resulting in an overpayment. Despite XXXX or more calls to Freedom Mortgage to recoup these funds, I have not received 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

2016-09-24

Reno, NV

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Little to no communication from Freedom Mortgage. They purchased my home loan 2 months ago. I have not received any payment or billing information. I only received an account number after calling customer service. I was threatened with a late fee if i didnt make a payment on their website. I was told they dont accept electronic payment from XXXX XXXX XXXX and making a payment through my bank will result in a late fee as they have to mail a check. I will not make a payment on Freedom 's website as i have zero confidence in this company. With XXXX XXXX XXXX there is a tracking system for payment and more assurance than what Freedom is providing. They have horrific communication and unsatisfactory customer service.
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

2016-09-23

Lewiston, NY

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