FREEDOM MORTGAGE COMPANY

2016-07-19

Menifee, CA

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

2016-07-19

SD

Credit decision / Underwriting

Mortgage: FHA mortgage

Complaint: Recently, we sold our home for a great profit - in hopes of purchasing a new property. Upon our application for a new mortgage it was discovered that Freedom Mortgage had given us XXXX late payment marks on our credit score, this made us ineligible for any mortgage loan program. After researching the issue, we 've discovered that Freedom adjusted our escrow payment, and did not appropriately notify us of those changes - as a result the consistent payment we had been making from our bank account was slightly less money than the new payment amount. We have never missed a monthly payment, once we realized what had happened we had adjusted our payment up to the correct amount, and again recently the escrow amount dropped, and we were not notified - so we spent a few months paying slightly more than we needed to. Freedom Mortgage is ruining our ability as a family to make large purchases, and handicapping our credit for the future.
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

2016-07-19

Brea, CA

Credit decision / Underwriting

Mortgage: FHA mortgage

Complaint: I am a first time home buyer and am in the process of purchasing a home under FHA. I was suppose to close on XXXX XXXX, 2016. It is now XXXX XXXX, 2016 and Freedom Mortgage does not return my calls or emails. I am in fear I will loose my new home due to their neglect and lack of due diligence. I have submitted ALL items needed and this company is either toying with me or wants me to walk away as I have yet to close and they keep asking me for items I have already turned in. I have emails to back up all above statements. Also this home is only {$86000.00} with the buyer paying my closing costs, this is a great deal to start off my future for my daughter and I and its all at stake because of this offices lack of business ethics. 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

2016-07-18

Country Club Hills, MO

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

2016-07-18

ID

Loan servicing, payments, escrow account

Mortgage: VA mortgage

Complaint: Freedom Mortgage purchased my loan. They do not abide by the terms originally set in my loan nor do they acknowledge that this is a federal requirement, to include the payment due date. When converting to Freedom Mortgage from New Day USA I did not receive federally mandated written notification on where to pay Freedom Mortgage. Their conversion to allow me online access took eight weeks. I called them prior to deploying as the conversion was taking place as I was stepping on the plane overseas and expressed my concern that I was not able to log in, nor did I have documentation on where my mortgage payment was to be sent. Eight weeks into the XXXX my neighbor emailed me stating that I had a foreclosure notice on my door - with literally no way to pay my mortgage as it was lost in cyberspace of converting it over to a Freedom Mortgage loan. Freedom Mortgage charged me {$15.00} for placing the foreclosure notice and doing a " home inspection '' to see the status of the property. I advised them that not only was I attempting to be proactive in paying my mortgage, they were in violation of Service members Civil Relief Act by attempting to foreclose on me while XXXX. This is, hands down, the worst mortgage servicing company I have ever dealt with. They are in violation of several federal mandates and SCRA protections with ZERO accountability.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-07-18

Cocoa, FL

Application, originator, mortgage broker

Mortgage: FHA mortgage

Complaint: My fiance and I was searching for a forever home and we finally found one and put an offer on it. My fiance went with freedom mortgage because he was referred. The house was supposed to be a convential loan but with the ac missing and the front door in need of repair it had to be a XXXX loan. I was told it does n't take a super long time but it is longer than comventional. They were still gather info on our credit and financial things even in to month 3. Which is ridiculous. By the time they sent for an appraisal, that did n't come back for over 3 weeks which was after our closing date. Yes, we had to have an extension and it was approved. The appraisal came back with XXXX item on the list which included a whole lot of small repairs including replacement of a vanity cause the floor in it was broke to outlet covers, but yes there was one repair that cost a lot and that was the outside siding. Freedom mortgage would n't let me pay any money out of pocket or do any of the repairs myself which just kept raising my mortgage dollar amount. I had the money to pay for repairs out of pocket but they said that all I had to do was tell the contractors to not deduct the whole amount and the money left in account will go back to principle, and meanwhile with their procrastination we had to have a second extension which was approved. Now it 's past 4 months and closing date is coming up again and my lender tells me we are not going to close on that date. I filed for a 3rd extension and was told I would have to put more money down for deposit and my extension is approved but only because I am an excellent buyer with excellent credit and money in the bank. With the 3rd extension steadily approaching it was clear freedom mortgage would not be able to get their paperwork in order. My loan officer and my loan processor could not agree with anything and my loan processor kept losing my personal financial paperwork hence why it took over three month to collect my financial stuff. Now I lost the house and I 'm extremely mad because that was a home that I could see myself for the next 30 40 years. My loan was denied because of too many extensions not because of me but because of them. But they sent me a denial letter saying I cancelled the deal, which I did not. And because of that I ca n't get my deposit back. Please help me get my deposit back.
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

2016-07-16

NY

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: These people bought my mortgage a few years back, and are the worst I have ever seen in terms of customer service, and that is quite a statement. I have run call centers/helpdesks for some time now, and if my staff or response times were anything like this, I would expect to be fired. After waiting 15 minutes to speak with someone, I had a complaint about a fee they wanted to charge me for a piece of basic information ( payoff quote ). I asked to speak with a supervisor, and was told that none were available ( strike one ). I was told that I would be given a call back - when I asked what the timeframe was I was told 72 hours ( strike two - three days, really )? Strike three was when I was told that " supervisors do n't leave messages for people if they ca n't get in touch with them '', this in response to me saying that I had never heard back about another complaint I had with them a few months ago. I was told that someone " tried to call me '' three times, but did not get me. Absolutely pathetic - I have no missed calls or messages from them. At the end of the day, I need this information to get away from this pathetic company, so I will pay the fee. Exactly what they are counting on me ( and XXXX other customers ) doing because they assume that we will just " go away '' when there is no available escalation path within the timeframe that we need the info in.
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

2016-07-15

Beyersville, TX

Loan servicing, payments, escrow account

Mortgage: VA mortgage

Complaint: My husband and I refinanced our mortgage from Freedom Mortgage to XXXX. This loan closed on XXXX XXXX, 2016 and XXXX paid the mortgage at Freedom on XXXX XXXX. Freedom Mortgage has only partially paid us our escrow balance. They sent us a check for only {$460.00} as a refund for escrow. The remaining escrow balance of {$2100.00} has disappeared. I have tried all avenues to have them send our escrow balance but we are not getting any assistance.
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

2016-07-14

Arroyo Seco, NM

Loan servicing, payments, escrow account

Mortgage: VA mortgage

Complaint: I made a payment to Freedom Mortgage on XXXX XXXX, 2016 for my XXXX XXXX, 2016 payment. Freedom Mortgage says my bank XXXX did not pay for insufficient funds. I had sufficient funds in my account on XXXX XXXX, 2016. I made another telephone payment with a representative of Freedom Mortgage on XXXX XXXX, 2016, and today XXXX XXXX, 2016 Freedom Mortgage tells me that my bank XXXX stopped payment. I show no stop payment on my XXXX account. Freedom Mortgage has received two payments from me and has lied about what happened with each payment. I sent a note on a fax cover sheet to Freedom Mortgage not to take two payments from my account. Freedom Mortgage just keeps saying things that are n't true. Also Freedom Mortgage had the wrong address to mail my bill to. I have been with them unfortunately for 16 months and Freedom Mortgage changed my mailing address.
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

2016-07-13

CT

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: My mortgage was sold by XXXX to Freedom Mortgage and in spite of my numerous communications with Freedom, I have not received complete and accurate loan ownership transfer notice.
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

2016-07-13

Bakersfield, CA

Application, originator, mortgage broker

Mortgage: FHA mortgage

Complaint: my loan was transferred from XXXX to freedom. I called to make a payment to XXXX and was given the number to freedom. I made numerous calls and got a message that my loan was not in the system to call back. I made a call once a week with the same results. I got a notice that I was 1-2 months late and received a call from a collector. I made payments and now I have 3 showing late on my credit score.
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

2016-07-12

Santa Ysabel, CA

Settlement process and costs

Mortgage: VA mortgage

Complaint: After closing my mortgage loan on XXXX XXXX, 2016, I found a payment of {$1800.00} was charge by XXXX XXXX XXXX XXXX 's XXXX Card account on XX/XX/XXXX. In reviewing the closing cost details I assume that a payment was going to be sent XXXX XXXX XXXX in the amount of {$1700.00} ( Other Cost, XXXX ) for termite repair. I called XXXX XXXX XXXX three times and they stated that they has not received payment from the title company. On XXXX XXXX, 2016 I emailed XXXX XXXX XXXX, Assistant Vice President of Sales, Freedom Mortgage Corporation XXXX ID : XXXX and XXXX XXXX XXXX, Senior Loan Processor the following : " In reviewing the closing cost details I assume that a payment was going to be sent XXXX XXXX XXXX in the amount of {$1700.00} ( Other Cost, XXXX ) for termite repair, however in checking XXXX XXXX Card account on XX/XX/XXXX a payment of {$1800.00} was charge by XXXX XXXX XXXX. Am I correct in my assumption of a double payment for termite repair and we are due refund, if not possible please clarify. '' XXXX XXXX and XXXX XXXX assured me that they would research matter. After many follow-up emails and phone calls over the past 4 and a half months, I have n't received any resolution.
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

2016-07-12

Palos Park, IL

Loan servicing, payments, escrow account

Mortgage: VA mortgage

Complaint: Our mortgage is through Freedom Mortgage. When I stopped working, my husband and I fell on hard times. When I called freedom to ask about how late I can make my payment. They connected me to a dept to help customers in need. They set me up on a payment plan. I would skip the first month then pay a little extra for the next 4 months to catch up with my mortgage. They said to disregard all letters because they are system automated. They then transferred my loan to XXXX. When I was done with the payment plan they transferred my loan back to Freedom along with {$600.00} dollars worth of fees accrued by late charges. Freedom refuses to help me because they say that XXXX charged me those fees not them. XXXX will not help me because they say they do not have our file anymore and we are no longer their client.
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

2016-07-12

Wallington, NJ

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I 'm writing to provide additional information regarding the complaint I started on XXXX XXXX, 2016 [ Case number : XXXX ]. I 've received the response from Freedom Mortgage through CFPB, and disputed the response they provided. I 've also looked at my statements closely since my original complaint and found that even on the statements that the company has sent me when my account was paid ahead, Freedom Mortgage specifies that {$0.00} of my payment for the next due date would be applied to interest. However, as they received my subsequent payments, I was still being charged interest for advanced payments. I had since been slowing down my advanced payments because Freedom Mortgage has been so adament about refusing to reverse the additional interest charges that I was afraid I 'd be spending more money than I actually owe on my mortgage, however, given this new realization, I 'd like to redouble my complaint against Freedom Mortgage, and subsequently XXXX who purchased my mortgage from Freedom Mortgage while Freedom Mortgage continues to service my account.
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

2016-07-11

IN

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: I received a letter saying my mortage was sold and I was to send my payment to a new mortage company. Two weeks later, after I had already sent my payment to the new mortage company, I received a letter saying they made a mistake and I should keep sending my payment to them. I have been over 18 months trying to get my payment credited to my account. They have admitted it is there mistake, but have done nothing but harass me about a late payment since. I do n't know what to do.
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

2016-07-07

Hunter, KY

Application, originator, mortgage broker

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

2016-07-07

Iowa City, IA

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: Yes Timely Response

2016-07-06

Duluth, GA

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

2016-07-06

Greenwood, CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: We were sent a letter from Freedom Mortgage stating our XXXX XXXX, 2016 payment was not received. This information was incorrect. My bank sent the check via automatic bill-pay on XXXX XXXX, but their records showed that the check was not cashed. When I called Freedom Mortgage to explain, they eventually found the check and claimed it was an " accounting error '' on their end and they would take care of it. Despite this conversation and several more over the last 6 months, along with letters from my bank and copies of cashed checks showing they have been receiving my payments, I continue to get collection letters in the mail stating the contrary. I checked my credit report only to discover they have reported my account as 60 days overdue & worse, my credit report shows the payments have been late from XXXX to XXXX, which is a complete lie. Once again, my bank provided documentation proving that all payments have been received AND cashed ( except XXXX 's which was deposited later, after they located the check ). Despite my many attempts to rectify the issue, Freedom Mortgage continues to be non-responsive. It has been 7 months now and they still have not corrected THEIR " accounting error '' so I filed a dispute with XXXX and CFPB.
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

2016-07-06

MI

Loan servicing, payments, escrow account

Mortgage: VA mortgage

Complaint: i sold a home at XXXX, mi. in XXXX of XXXX i had XXXX $ in an escrow account and was to be refunded this within 60 days. i have called both freedom mortgage as well as their emissary XXXX. i have not only gotten the runaround with both accusing the other, but have not received my money. i am a XXXX veteran who borrowed on a VA loan.
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

2016-07-06

IA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: With XXXX payments remaining on my mortgage, it was sold by XXXX XXXX XXXX XXXX to Freedom Mortgage XXXX. Freedom Mortgage did not deposit the first payment by mail in a timely manner so I attempted to make the second payment on-line. After setting up the on-line account on XXXX XXXX, it would not accept my payment. I spoke with a representative on the phone who said there was a stop code incorrectly placed on the account due to a bankruptcy approximately 12 years prior. She said she could accept a payment of {$1200.00} by phone out of my checking account and then I would receive information in the mail about how to complete the payoff. I was given a confirmation number for the transaction and received by mail that the loan was paid off. Later that week, I received mail stating I was being charged a late fee. I was never given any instructions on pay-off procedures. The money was never taken from my bank account. I called a representative on the XXXX of XXXX to inquire the status of payment ( why it was not taken out of my account ). The person said the stop code issue was resolved but that I would have to set up another bank payment in the amount of {$1500.00} and that would fully pay off the loan. I received a confirmation number for the transaction. After a few days, I checked my bank account and the money was not withdrawn. I called yet another representative ( XXXX, I think ), who said " he gets things done '' and will get the money out of my account and the " loan will be paid. '' The money did not come out of my account and on XXXX XXXX I spoke with a supervisor XXXX XXXX XXXX, who only took my call after I persistently insisted to speak with a supervisor. She stated that the representative should not have accepted my payments but should have directed me on information about pay-off procedures. I received a payoff statement that included an escrow advance and interest charges. I then called and asked to speak with the " escalation department '' regarding the circumstances. I spoke to XXXX who said she would get the escrow advance removed from the account since I was paying off the loan and getting different homeowners insurance. The homeowners insurance expired on XXXX XXXX but was not due until XXXX XXXX. I explained that I did n't feel it was right charging me interest since I have been in good faith attempting to pay off the loan. She said it would n't be " worth the fight to recoup the money. '' Later that evening of XXXX XXXX, I got another payoff statement that still had the escrow advance and added late fee charges. On the morning of XXXX XXXX, after an hour on hold, I got to speak with XXXX again about the issue. She said she would review it with the insurance department and call me later in the day. She left me a message XXXX minutes prior to her shift ending. I called but was put on hold until her shift ended. I spoke with XXXX in the escalation department and explained I already paid for my homeowners insurance. He said I had to jump through more hoops to prove I had done so. I explained ( as I have to multiple people ) - All I want to do is pay off my loan by wiring the money this week. He said I could not and had to call the insurance department because they had sent a check to the homeowner 's insurance that I already cancelled. He said " We ( Freedom Mortgage ) are just looking out for your best interest. '' I advised him that I have been looking out for my best interest by trying to pay off this loan for the past month and Freedom Mortgage has not taken my money or provided timely and adequate information. I called the insurance department and spoke with XXXX who cancelled the insurance check and took my new policy number. I have spent approximately 12 hours on the phone trying to resolve this matter and been given misinformation. This has caused undue hardships and I am concerned about this being reported to the credit bureau unfairly.
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

2016-07-05

Loan modification,collection,foreclosure

Mortgage: VA mortgage

Complaint: I had been working with XXXX XXXX XXXX for almost a year to apply for a loss mitigation on a VA guaranteed loan. I feel behind three payments because of a family medical emergency. I called XXXX to report that I had to travel from a foreign country to USA to attend to my mother 's XXXX. I did not know that I needed to make a payment arrangement. When I returned to the foreign country I forwarded XXXX {$900.00} through bill pay directly from my checking account on XXXX XXXX XXXX and {$3500.00} on XXXX XXXX XXXX and both were returned. I received a letter indicating that I needed to pay {$4200.00} to bring my mortgage current. I sent a check for that amount on XXXX XXXX XXXX and it was returned because it was not a certified check. I called XXXX on XXXX XXXX XXXX and was informed that I would have to pay {$5200.00} to bring my loan current I did not have that amount therefore, I requested a repayment plan and was told to submit a loss mitigation package. I submitted my XXXX loss mitigation package on XXXX XXXX XXXX, the XXXX one on XXXX XXXX, the XXXX one on XXXX XXXX and the XXXX one on XXXX XXXX XXXX. With each submission, I was told that they were incomplete however ; each letter requested the same information. The fourth application was accepted. I called XXXX and spoke to XXXX ( XXXX ) on XXXX XXXX XXXX and she informed that my application had been received and it was under review however, the loan was being transferred to Freedom Mortgage Corporation with an effective date of XXXX XXXX XXXX. XXXX informed me that since I had submitted a loss mitigation package and assigned a relationship counselor my loan and loss mitigation would be transferred and I would be assigned a relationship counselor with Freedom Mortgage Corporation. I called XXXX on XXXX XXXX XXXX and XXXX informed me that loans from XXXX would not be on board until the following week. On XXXX XXXX on a call to Freedom, I was informed that my loss mitigation package was not transferred and a relationship counselor would not be assigned to me. In addition, if I could not bring my mortgage current I would have to submit a new loss mitigation package. I received that package from Freedom XX/XX/XXXX with information that stated that I would have to make monthly payment until I received some information on my loss mitigation package. I forwarded XXXX XXXX XXXX 's a copy of my XXXX, my VA Letter and my husband VA letter via email on XX/XX/XXXX and submitted my completed application on XXXX XXXX XXXX. I called Freedom Mortgage Corporation on XXXX XXXX to check the status of my loss mitigation package and told that my house was sold in a 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

2016-07-05

CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I made an EFT payment to XXXX XXXX servicing center for my XX/XX/XXXX Mortgage payment. They are a payment center for Freedom Mortgage. Freedom Mortgage says they did not get my payment and have called me every day. Every day I tell them it was sent and to please research. They say XXXX XXXX XXXX no longer services Freedom Mortgage and I am now past due. They have charged me a late fee and I do n't know what to do. they have been extremely unhelpful and continue to harass me for a payment I already made. I told them that if loan processing service no longer provides the service, they should have returned my money, but freedom refuses to help solve this mess.
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

2016-07-04

Brant Lake, 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

2016-07-01

San Jacinto, CA

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: In XXXX I paid off my mortgage. I am in the process of refinancing and the loan # XXXX is still showing up on my credit report. On XXXX/XXXX/16 I sent an email to Freedom Mortgage to get this resolved ASAP. I can not get any resolution to this, I called today and they sent me a copy of the goodbye letter that it was transferred to XXXX. I specifically asked for a letter or statement showing that this is a zero balance. No on is assisting me, nor have I received anything that they are working on this issue. I checked online and my loan is still showing active.
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