FREEDOM MORTGAGE COMPANY

2016-08-24

Ionia, IA

Fraud or scam

Other financial service: Debt settlement

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

2016-08-24

NC

Loan modification,collection,foreclosure

Mortgage: VA mortgage

Complaint: Freedom Mortgage continues to delay the processing of our short sale application. We are in month XXXX of our battle with this company. Friday ( XXXX ) I reached out to freedom for an update on the status of our recent appraisal. I was told on the phone that the appraisal company was requesting a new purchase agreement. Freedom never contacted us to let us know there was a paperwork issue. When I inquired what was wrong with our purchase agreement I was first told it was outdated. The agreement is not outdated there is not specific closing date and such listed. I pressed freedom on this and their answer changed. They then said ( during the same friday phone conversation ) that the purchase agreement was incomplete. I double checked with our realtor over the weekend, the agreement is in fact complete and correct. I called Freedom back today ( XXXX ) and spoke with XXXX Still who spoke with underwriting while on the phone with me. Underwriter continued to claim that the purchase agreement was incomplete and that she even tried to " push back '' but the appraiser would n't budge. I called the appraisal company myself ( XXXX XXXX XXXX XXXX and his assistant informed me that Freedom has n't yet sent the document. They sent the addendum but not the full document. Not only that, but XXXX XXXX 's office has requested the document once a week since XXXX XXXX. This is yet again another example of Freedom employees failing to do their job. Freedom has now sat on our paperwork for so long ( one year ) that we have lost our buyers and are facing foreclosure.
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

2016-08-23

Aurora, UT

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

2016-08-23

Everett, WA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I 'm trying to refinance my mortgage ( currently with Freedom Mortgage ) and the title company has been unable to get a payoff quote in a timely fashion. I called myself to get XXXX and they are charging me {$30.00} to get a payoff quote. How is that in any way legal? That 's the only way to payoff the loan and they are charging for it? It 's an extremely predatory practice that needs to be stopped.
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

2016-08-22

Bellevue, NY

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

2016-08-22

Manitowoc, WI

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: Yes Timely Response

2016-08-22

Oxford, GA

Application, originator, mortgage broker

Mortgage: FHA mortgage

Complaint: The below email was sent to my Broker Manager after being denied. Good Afternnon. This letter is to inform you that I received a telephone call this morning from my loan officer, XXXX XXXX, stating that Freedom Mortgage would not be moving forward with the processing of my home loan. I was supposed to close on the house today. Needless to say I am furious about the lack of professionalism with which my loan has been handled, but aside from that, this new turn of events is an enormous inconvenience as I and my XXXX children are now displaced because we were expecting to be moving into a home that we no longer have access to. I need answers. First of all, I signed a contract for the house on XXXX XXXX, 2016. It has now been 39 days. To date no appraisal has been done. XXXX said that she was requesting a " rush appraisal '', however because she failed to transfer the necessary funds, the appraisal was never completed. Throughout the process XXXX failed to communicate with my agent XXXX XXXX XXXX, listing agent ( XXXX XXXX, and XXXX XXXX XXXX XXXX XXXX leaving us all in the dark about how things were progressing. And after all this, seemingly in retaliation for us contacting you yesterday, I find out today, on the day that I was supposed to close, that I am being denied. I 'd like to know exactly why. During our telephone conversation this morning, XXXX insinuated that I was somehow dishonest about my marital status on my loan application. When I began working with XXXX in XXXX, I was not married, nor were there wedding plans in the works. Therefore I checked 'single ', which was the appropriate box. And further to this point, although my husband and I eloped in XXXX, the home that I am purchasing will be solely in my name. I prefer that my husband 's finances not be considered in this process because I am purchasing the house on my own, for my own purposes. And according to the Consumer Federal Trade Commission, a creditor may not ask for information about your spouse unless your spouse is applying for credit with you. Therefore, this point should be irrelevant. Except that now, unfortunately for Freedom Mortgage, it has become relevant to me and my attorney, due to the fact that it is ILLEGAL for me to be denied credit that I would otherwise qualify for, based on marital status. At this point, it would seem that XXXX is trying to cover her tracks and is retaliating based on the fact that she has been called out on her inefficiencies. She has failed to deliver on her responsibilities through every step of this process and she is now looking for a way to pin her shortcomings on me ; a fact we can add to the list of things that I do not appreciate. If in fact, my marital status was a factor, I was never asked by XXXX to update this information. And if the documents were updated after XXXX XXXX, my wedding date, then they were updated by XXXX herself, not by me. If my marital status was listed as 'single ' after this time and it should not have been, this is yet another example of the loan officer dropping the ball. My understanding is that my husband 's information is irrelevant since he is not a co-applicant on the loan. However, if the issue is whether or not the appropriate box was checked initially, I certainly did not falsify anything, and if my status should have been changed after XXXX XXXX, I would have gladly changed it had I been advised to. To add insult to injury by insulting my integrity is completely unacceptable. That said, I will be lodging complaints with the Consumer Financial Protection Bureau, the US Department of Housing and Urban Development and the XXXX XXXX XXXX XXXX to investigate the matter further. I am also seeking legal counsel and my attorney will certainly be in contact with you if I am not provided with acceptable answers and remedies.
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

2016-08-20

Leeton, UT

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: Hello, My mortgage company is Freedom Mortgage they are servicing my loan, but they are mishandling my loan and creating damages for me. The reason why I state this is because I received a notification from my home insurance that my policy had not been paid. I have an escrow account for property ins and taxes. On XXXX/XXXX/16, I spoke to Freedom Mortgage to try to see when the distribution was made, I was advised that I was insured with XXXX, at this I stated that I have always been insured with XXXX XXXX, but that I would call XXXX to get make sure that they did not have a parent company. once I spoke to the Ins the same day I found out that my policy had not been paid and was due on XX/XX/2016, and that they do not have a parent company that would be insuring my property. The ins representative called Freedom Mortgage while I was on the line we both spoke to a representative from Freedom mortgage on XXXX/XXXX/16 provided all of the updated ins information, was advised that the system would be updated and that once the declaration of ins was received a payment would be distributed. I called this month to make my mortgage payment asked on the ins again, they still have the XXXX on the system. I called XXXX to see when the info was sent over, I was adv it was send the same day on XXXX/XXXX/16. We both called Freedom we spoke to the rep and I was adv that they did not have any notes in the system about our last conversation on XXXX/XXXX/16 or any updates, while we were on the phone they updated the information and XXXX send them another copy of the declaration page. My ins is due to be canceled for non payment on XXXX/XXXX/16. I have never been insured with another company, however Freedom mortgage made a payment to XXXX on XXXX/XXXX/16 XXXX {$710.00} from my escrow account. This of course leaves a shortage on my escrow when the proper distribution for my ins is made. Somehow Freedom got a declaration page for a XXXX XXXX that has a New Jersey property address and updated my account with her information. Now my last name is XXXX, but we live in Utah, I have a property address of Utah, I have never been to New Jersey, when I asked how freedom would get my funds back I was adv to call the XXXX, they provided my with the policy # and the check amount and number. I adv freedom that they should be the one calling since this is a mistake on their part and their assistance is crucial. I was adv that they could be too busy on Monday to call, but they could try. I did emphasize how this mistake is their responsibility, yet no actual commitment for Freedom was ever give. I did call XXXX and I was adv by their rep that I needed to have Freedom call of course by the time I got off the phone Freedom Ins dept is closed. Until today I had not been advised of the distribution that happen or the fact that it happen. I feel like Freedom Mortgage is not taking any action in getting my situation fixed however my account will have a shortage and then I will be penalized for this. I did all of my due diligence and yet my account is being neglected. I advised both rep from Freedom that I had never had XXXX as an insurance company, if I had not asked if any distributions were made I would have never known and Freedom will charge me for their negligence. Please help me. Thank you
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

2016-08-20

Saint Joseph, MO

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Freedom mortgage has been double charging me interest escrow and misappling my monthly mortgage payements and refuses to give me proper accounting ( that 's understandable ) and despite several requests has failed to rectify the situation and even now ( an example ) my XX/XX/2015 payment reflects double charges and they claim that that 's proper! I demanded proper accounting of all payments since they took over the loan! Which I got this btoken down stuff that shows entry after entry where they split the payment into multiple things which do n't make sence because I send one check a month which should show total received, interest charges, escrow charged, principal applied, ending principal balance which their accounting it statements they send you CANT UNDERSTAND
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

2016-08-19

Sycamore, IL

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: No Timely Response

2016-08-19

H I A, PA

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

2016-08-18

Discovery Bay, CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: In my annual escrow account statement, my servicer Freedom Mortgage claims that the maximum lowest balance of XXXX of annual disbursements is a required minimum. They correctly cite federal law saying the lowest balance should not exceed this amount, but then they change language and call it a required low balance. I believe they are using the imprimatur of federal law to coerce customers into paying more into escrow accounts so they may have use of this excess escrow reserve interest free. At no point in the coming year does my projected escrow balance fall below the amount needed for disbursements. I have requested to cancel my escrow account. But, I do believe the language of this statement is intentionally misleading and as such the CFPB should take action. Sincerely, XXXX XXXX XXXX XXXX, CA
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

2016-08-18

NY

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: I made a previous complaint # XXXX which was answered by Freedom Mortgage in an email stating they made an error I asked for a new escrow disclosure statement and a call from Freedom Mortgage so I could see the numbers and what the payments would be. I received a letter from them on XXXX XXXX, 2016 and at this time XXXX XXXX, 2016, have received nothing. My first complaint was never answered and the whole case is still ongoing. Also all I get is the repeated harassment, many letters from Freedom Mortgage to refinance.
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

2016-08-16

E Fairfield, VT

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

2016-08-16

Indian Mills, 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: No Timely Response

2016-08-16

Palos Park, IL

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: Recently my husband and I became a one income household. I was told by freedom mortgage that from the XXXX to the XXXX no late payment and that XXXX to XXXX there would be a late charge but not reported to credit file as late unless it goes longer then that. Last few months I have made my payment online last day of the month. This time XXXX XXXX and XXXX, i logged into account more then a handful of times as well as called the company. No matter what I tried i was not able to only pay XXXX payment it wanted me to pay XXXX and XXXX. well thats why we pay at the end of the month cause we cant afford to pay it sooner or as much as they were asking. I tried very hard to get this payment in. I was also hung up on by several reps and several reps told me I had to make both payments in order for them to except a payment. This has never happened before and when I told the rep she was clueless but did say thier website acts up time to time. So needless to say the hit my credit report as a 30 day late and told me there is nothing they can do even though clearly thier website was the problem and they could see on thier end how many attempts there was to make the payment they see where the mistake happened but they refuse to remove the late off my credit file. This has hurt us bad. We are in the middle of trying to sell our house to buy something cheaper while we get on our feet and now we are stuck. Thier customer service reps are very rude and very clueless. They refuse to transfer to proper manager to get the proper answers. They just keep telling me these things happen just try and get your payment in sooner. They also stated to me that it would be fixed as an error on thier behalf and of course still refuse to even though they can clearly see on thier end how many times i attempted the payment online and over the phone through the automated system. No sorry yes we know its our fault nothing. I am not the first person they have done this to and Im sure not the last. This company is nothing but crooks who are out to ruin hard working peoples lives.
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

2016-08-16

W Jordan, UT

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: In XXXX 2016 I made my bank payment to my mortgage company freedom mortgage I called to see if they have received my payment and they told me that even though I had sent it in if it 's not registered they were going to mark me late I went to XXXX and got a loan for my car so that I can make a wire transfer to them that same day they sent me a letter saying they had received my payment but they still mark me late the XXXX credit bureaus after sending them my information and asking them to remove that from my credit they refused to do it I have lost the opportunity to refinance my house and my credit score went down I got into debt with XXXX because of this I want my credit cleaned and {$10000.00} back payment
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

2016-08-15

Rockwell, NC

Application, originator, mortgage broker

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

2016-08-15

Colts Neck, NJ

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: XXXX XXXX XXXX sold our Mortgage to Freedom Mortgage, and did not notify us. All payments submitted to XXXX XXXX have not been transferred to Freedom Mortgage, nor have they been returned to us. This is the XXXX time the mortgage has passed different hands within the last 12 months. The XXXX XXXX mortgage companies did not have my telephone number, nor did they have the correct address. Mortgage Payments were sent to XXXX, for the months of : XX/XX/XXXX ( Forwarded to Freedom ) XX/XX/XXXX ( Forwarded to Freedom ) XX/XX/XXXX ( Not forwarded, and not returned to borrow, and not rejected ) XX/XX/XXXX ( Rejected by XXXX ) XXXX, the XXXX lender, had sent us notification that our mortgage would be changing hands to XXXX, to the correct mailing address. However, later no correspondence was received from XXXX XXXX or Freedom Mortgage. We found out of this change, after our payment was rejected by XXXX XXXX, and I viewed my credit report to find Freedom Mortgage. XXXX XXXX is now claiming they do not have our payment for XX/XX/XXXX, however, we have bank transaction records stating the XX/XX/XXXX payment was accepted by XXXX XXXX, and never returned back to us.
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

2016-08-15

Minneapolis, MN

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

2016-08-12

Rockwell, 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

2016-08-12

N San Juan, 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

2016-08-10

Aurora, CO

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

2016-08-09

Foothill Ranch, CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: My fixed mortgage account was being held with XXXX XXXX XX/XX/XXXX, and then apparently was sold to Freedom Mortgage either XX/XX/XXXX or XX/XX/XXXX without me being notified. I had auto pay setup for my mortgage with XXXX, so was not aware this change had occurred. Months later, I received a call from Freedom Mortgage stating that I was past 60 days late on my payment. I was very dismayed by this as this was clearly a direct result of me not being properly notified that my account had changed hands. I have never been late on a payment EVER and I paid off the balance as fast as I could. Fast forward to this month ... I was casually checking my credit score, and noticed that it had drastically gone down. I had no idea what caused it, but as I investigated further, I saw that I had been 'dinged ' due to a payment to Freedom Mortgage being over 60 days late. I could not believe this as, after I had spoken with customer service at Freedom Mortgage, I thought we had an understanding. Please help me correct this issue! Thank you so much!
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

2016-08-09

Salton City, CA

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: XXXX XXXX, XXXX my mortgage ( including escrow ) increased by {$350.00} a month primarily due to my taxes increasing due to an {$8000.00} energy loan I made to repair damages to my property for an insured flood loss I suffered in XXXX XXXX. I applied for a loan modification to my mortgage company and while in processing in excess of 2 months, they sold my mortgage to Freedom Mortgage and I commenced the process over again with them. Finally they offered my a modification that only decreased my payment by {$180.00}. This low amount does n't really help me. I am a XXXX year old XXXX unable to get employment, living on social security retirement a couple of small pensions. I have a " special needs '' XXXX daughter who is now XXXX yrs old. As a result of unexpected expenses my credit card debt balloned to {$46000.00}. I did credit counselling and entered into a debt repayment plan to pay off my credit cards ( now closed ) over a 6 year period inorder to save on excessive interest payments although I am paying off the entire debt, but at a lower rate of interest. As my financial hardship was not alleviated by the modification and my debt repayment program, I counseled with HUD who told me I should apply to KYHC. I did and after a very long processing period with many documents provided, they just approved a principal mortgage loan reduction XXXX XXXX ( although they would not provide me the details ) and sent it to Freedom Mortgage for their acceptance which they said would take approx 3 weeks. Then KYHC called me back the same day ( yesterday ) after I made the inquiry and I was advised that Freedom Mortgage denied to accept their principal reduction plan because I am in a 3 month trial modification. This of course both parties were always aware of from the beginning of this frustrating process. I can not accept that Freedom Mortgage will not accept the KYHC assistance is offering me. I am desparately trying to hold onto our home as I simply ca n't be homeless with a XXXX year old to take care of and I ca n't afford to pay what the rental market requires if we lose our home. KYHC advised me today that they will close my file without even allowing me the opportunity to dispute Freedom Mortgage 's decision. I was lead to believe that KYHC was a federal program to help home owners save their homes. Both entities have put me through so much over many months to now end up with this unsatisfactory result. If the lender now has the option to deny the aid I have been offered, what is the point of putting someone through all of this when they are already suffering a hardship. Please help me get Freedom to comply. I am not providing documents as KYHC has approx XXXX documents as does Freedom Mortgage Thank you. Respectfully yours.
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