FREEDOM MORTGAGE COMPANY

2019-09-18

Staten Island, NY

Struggling to pay mortgage

Mortgage: FHA mortgage

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

Timely Response

2019-09-18

Greenmount, MD

Trouble during payment process

Mortgage: FHA mortgage

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

Timely Response

2019-09-17

Spring Hill, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: We did Emergency Services work for a customer after their home flooded. The work was covered by their insurance company and when the insurance company paid us they mistakenly put the insured 's mortgage company on the check. The mortgage company even agreed that they should not have been on the check because it was Emergency Services work and there was no rebuild on the job. Meaning we did not put anything back into the home that the mortgage company would have rights to. Because the check had already been written and signed over to us by the insured we were forced to send the check, in a self-addressed stamped overnight envelope, to the mortgage company, Freedom Mortgage in order for them to sign it and send it back to us. We were instructed, by Freedom Mortgage, to endorse the check and send it to them and were told that they would return the check to us in our next-day self-addressed stamped envelope. We sent the checks to the on XX/XX/2019. Since receiving the checks, Freedom Mortgage has told us a different story nearly each time we call. They were sent two different checks, one for the water damage and one for the mold. We have been told that the checks were approved and sent back to us. When I pointed out that they hadn't arrived and that our envelope was not showing that it was in the mail they then said that they were sent in their own envelope. We waited several days for them to arrive. When they hadn't I called back and was told that it would be 3 business days before they sent them. When they again didn't arrive I was told that they had to be deposited into Freedom Mortgage 's bank account and that once they cleared they would be sent and that it would be three business days. When they didn't arrive we were told that they wanted us to send them a bond and a copy of our General Contractor 's license. We explained that we were not a General Contractor, that again, we did not do any build back and that our work did not require a bond. They had to request an exemption which took several days to get OK'ed. When the check again did not arrive I was told that the home owner would need to come current on his loan before they could release the funds. When I called back and spoke to someone else I was told that one of the checks, the water damage check, was sent and that the second check would be sent once they had a " clean air '' test. They did not specify what that meant or what would qualify as a clean air test or a passing standard. Now we come to find out that they did not send the water damage check and that they are still holding onto it. The latest is that they want to combine the two checks and have us petition to have half of the balance sent to us. We had to ask for another exemption from them. and are waiting to hear back but it makes no sense to combine the two checks and then have to request that they send half of it. We have been waiting for our checks from Freedom Mortgage, who has no legal claim to our checks for 28 days now. They have been collecting interest on our money, without a right to the checks because the insurance company made a mistake by putting their name on our checks. Freedom Mortgage is now profiting from this mistake with our money. The amount in question is {$11000.00}. {$5700.00} for the water damage and {$5200.00} for the mold. The supervisor I have been speaking to is XXXX XXXX and her direct number is : XXXX The loan number is XXXX the Tracking number is XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-17

WA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I have requested multiple times once in XXXX, XXXX and XXXX for them to correct the 30 day late, reporting on my credit report and they have not yet done it. When we called yesterday to ask them about it I was told by XXXX that they did not have a record of the wire with the final disbursement for the loan which shows the wire was done on XX/XX/18.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-17

Brooklyn Center, MN

Trouble during payment process

Mortgage: FHA mortgage

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

Timely Response

2019-09-17

AL

Trouble during payment process

Mortgage: FHA mortgage

Complaint: Refinanced a loan with freedom mortgage, At the beginning of XXXX I saw they charge me {$950.00} for property tax on a house in Florida, I called and kept calling they were always working on it, And when I would complain they would all of a sudden lose my insurance information and tax information, Call back the end of XXXX And they told me it could take quite some time to get a refund, Call back a few more times In XXXX And still no progress, So I just did a complete audit all the way up To present date, And I never got a refund no credit back to my escrow account and no check And now they don't know anything about it. All the Internet searches I have done with this company, This kind of problem is very prevalent. So I Desperately need some help to get my {$950.00} + intrest back. Thank you :
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-16

Phoenix, AZ

Struggling to pay mortgage

Mortgage: FHA mortgage

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

Timely Response

2019-09-16

Ann Arbor, MI

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

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

Timely Response

2019-09-16

CA

Applying for a mortgage or refinancing an existing mortgage

Mortgage: VA mortgage

Complaint: Freedom Mortgage performed illegal modification stating from multiple staff ex husband would be removed from loan due to extreme circumstance of ex husband XXXX XXXX veteran. I currently have a XXXX XXXX XXXX XXXX against him after he attempted to XXXX XXXX and then himself in XXXX XXXX. Freedom mortgage changed my APR % from 3.25 % to 4.75 % and now pay $ XXXX a month to get his name off. Modification never included ex husbands signature as he is the XXXX on the loan. Rate changed and then told me ex husband will NEVER be removed. I complained all the way up to the VP of Customer Service at Freedom Mortgage and was told they would only match the unaffordable 4.75 % and nothing lower for everything they have put me through. Freedom mortgage even attempted to cover there illegal modification by contacting my ex husband stating they needed his signature since they never had it in the first place to do the modification. Unacceptable as a XXXX XXXX of XXXX trying to make it after such a horrific incident. Freedom mortgage is trying to take advantage of this circumstance by not only charging a horrendous interest rate but forcing me into foreclosure because of it to inevitably foreclose on it. I truly wonder how many low income people this company has taken advantage of through the loss Mitigation unit where they do these modifications based on not being able to afford your mortgage.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-16

Mabank, TX

Applying for a mortgage or refinancing an existing mortgage

Mortgage: FHA mortgage

Complaint: I applied for refinance through my current lender, Freedom Mortgage, the first week of XXXX, 2019. I was told we could do a streamline refinance on our FHA loan and also remove our co-borrowers at the same time, as long as our credit scores qualified. They pulled our credit and gave a pre-approval based on credit scores and check stubs. After a few weeks they finally got the title cleared with the co-borrowers removed. Several different people ( at least 6 ) from XXXX have dealt with my file since I started this in XXXX. Some of those people asked me for the same documents that I had already sent to someone else. I would go several days without hearing anything and then call for an update and they would ask me for more information. Last week, they had me still conditionally approved based on some explanations they needed for my credit report and verification of income. I sent them the explanations and they verified income and sent back to underwriting. Then, this morning, I get an email saying my file was denied due to " obligations in excess of income ''. No phone calls, no more explanations. I have tried several times to reach my loan officer and his manager, left voicemails and emails and have not been able to speak with either of them all day. I don't see how I was conditionally approved and then, all of a sudden, after two and half months, they deny my refinance based on debt/income ratio. They had my credit and income information from the very beginning. If there was a problem with debt to income, why would they have conditionally approved it to begin with? They had me sign 3 different loan estimates throughout the process as well. I have attached screenshots of some of the emails throughout the process with names and dates/times shown.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-16

MN

Closing on a mortgage

Mortgage: FHA mortgage

Complaint: My oldest email dates back to XX/XX/XXXX. I applied for a refinance with my current lender. By XX/XX/XXXX I had all my documents sent in and signed everything requested with XXXX XXXX. I also paid {$350.00} for and appraisal and an appraiser was going to contact me. Case was then sent to XXXX XXXX for processing. I set up appointment for immediately after my vacation ( XXXX ) XX/XX/XXXX. While gone I got an email saying I needed to sign a transfer, which I did on XX/XX/XXXX. On XX/XX/XXXX appraiser canceled appointment saying it was canceled from Freedom Mortgage. I have been sending 2-3 emails a week since then and get no information or replies from XXXX, and minimal from XXXX. On XX/XX/XXXX XXXX said he had my file escalated as requested and an appraisal is now ordered. I emailed again XX/XX/XXXX when I didnt get called by appraiser for new appraisal. I finally called appraiser XX/XX/XXXX and they said they dont have any orders for my property. That leads me to today, I dont have any clue whats going on with my account, and believe I am now being lied to. Not sure about my {$350.00} as it hasnt been refunded or have anyone coming to appraise property. By now Im sure all my paperwork needs resubmission and not sure about my locked rate. I cant get any replies from either of them and have started emailing outside sources.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-15

Quartzsite, AZ

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: On my mortgage statements I am being charged {$20.00} every month for property inspection. I live in my home and we are behind on mortgage payments due to a reduction in income that started in XXXX of 2019. We did call for help but did not get any from our lender. They charged another property inspection fee again this month. That is an additional {$60.00} so far. This is unfair when I live in my home. We are in the process of trying to make two mortgage payments each month till we catch up in XXXX. I have cashed out a retirement fund to catch up and will receive the funds the beginning for XXXX. We were not aware of these charges and will not pay them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-15

Stewart, AL

Trouble during payment process

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

Timely Response

2019-09-13

Arlington, TX

Trouble during payment process

Mortgage: FHA mortgage

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

Timely Response

2019-09-13

San Antonio, TX

Struggling to pay mortgage

Mortgage: FHA mortgage

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

Timely Response

2019-09-13

Ft Myers, FL

Trouble during payment process

Mortgage: FHA mortgage

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

Timely Response

2019-09-12

MA

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: Sometime ago I completed a loss mitigation package to Freedom Mortgage. During the process Freedom Mortgage continues to delay decisioning my package and continues to request more paperwork ( some which isn't required per their policy. ) I have spoken to several agents on multiple occasions ( Agent ID XXXX, Agent ID XXXX ) and unfortunately there is a knowledge and/or communication gap within the process. As of today, I still have not received a decision.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-12

Allentown, PA

Trouble during payment process

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

Timely Response

2019-09-11

Arsenal, PA

Trouble during payment process

Mortgage: FHA mortgage

Complaint: We made multiple attempts over the last 6 months or so with Freedom Mortgage to attempt to have our PMI removed after we were told we met the appropriate criteria. We were told to email a specific account to receive information for approved appraisal companies. I emailed multiple times and called. I was told it would then be mailed to us and it never was. My husband made our XX/XX/2019 mortgage payment and accidentally typed in the wrong account number. It was processed by never went through. Once we learned of the mistake we made the payment by XX/XX/XXXX. Unfortunately, my credit score dropped by 97 points. It was an honest mistake and we have never been over 30 days late on our mortgage payment before. I would like to have it taken off of our credit report. Additionally, I wanted to see the PMI removed but now that we had this missed payment that wont likely happen. We are looking for any help we can get in this situation. Thank you
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-11

Oakley, CA

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: My mortgage servicer Freedom Mortgage is trying to auction off my home without following FHA/HUD guidelines and protocol. I am a civilian XXXX for the XXXX XXXX and became injured which led to a reduction in income and missed payments. I am now in a much better place with support from my family and we can afford a fair mortgage payment for my home which I purchased in XXXX. The problem is that Freedom Mortgage has denied me access to government programs that were established to help struggling homeowners. Despite my attempts to resolve this matter Freedom has passed me from one person to another, never assigning a dedicated contact and never reviewing my family for any homeowner assistance programs. I am now facing a sale date on XX/XX/XXXX. I have been here in California for the last 15 years and have worked for the XXXX XXXX as a XXXX XXXX for 8 years ( civilian XXXX ). English is my second language, and I did not fully understand how the FHA loan works with the upfront mortgage insurance and additional monthly MIP. Although I was not happy about the additional payment amounts, I made the mortgage payment every month to Freedom for 4 years. In XXXX I was injured on the job and unable to work. I had to go through a lengthy process in order to get approved for workers compensation. During that time frame all our reserves were exhausted and soon I could not keep up with the mortgage payment. After I fell behind, in XXXX I attempted to reach out to the Freedom agents to see what programs were available for homeowners in my situation. I was never able to get past the gatekeeper and just got the runaround. They never assigned a single point of contact and they never conducted a fair review of my current and correct financial circumstances. My wife works and XXXX of my sons live in our home and work as well ( one in the XXXX XXXX XXXX ). I am now receiving my full workmens compensation and we have the means to afford a fair mortgage payment. My issue is that we have never been given the opportunity by Freedom Mortgage -- -instead they have set a foreclosure auction date. Freedom Mortgage is required by law in the state of California to conduct a review of our households current and correct financial circumstances and they have failed to do so in violation of the California Homeowners Bill of Rights. Additionally, I have been told that HUD requires all FHA loan servicers to review applicants such as my family for all applicable programs such as modification, special forbearance, partial claim or repayment plan. This has not happened. We would like your agency to investigate this matter, Freedom is not following the rules or holding up their end of the bargain here. Between the family members and I occupying our household we have the necessary income to afford a fair and reasonable payment within FHA guidelines. Our problem is that Freedom will only accept a lump sum reinstatement and refuses to review us for the programs that they are required to offer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-11

MI

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Account status incorrect
Complaint: Freedom Mortgage is reporting incorrectly to XXXX ; XXXX and XXXX a prior delinquency in XXXX, XXXX on the FREEDOM MTG partial account number ****XXXX. ( Please see page attached from my credit report. ) I have also attached a copy of the letter from XXXX XXXX XXXX denying any responsibility for their error in not making my mortgage payment on time and causing a late payment to be added to my credit report. I have outlined below an extremely detailed accounting of what transpired with XXXX XXXX XXXX. They are continuing to deny any/all responsibility for the companys error in not making my home mortgage payment on time. 1 ) I made my house payment in good faith through the XXXX XXXX XXXX bill payment service, the funds WERE available at the time of the transaction. At the time of the transaction, the bill payment process indicated a delivery date of XX/XX/XXXX, I trusted that the service would in fact deliver the payment by the stated delivery date on that transaction as shown in the attachment. XXXX took the funds from my account on XX/XX/XXXX. If for any reason, I would have thought my payment would take an additional three weeks, I would have simply called Freedom Mortgage and made the payment that day with no penalty or late. All XXXX bill payment center had to do was deliver the payment by XX/XX/XXXX ( an additional 13 days past the delivery date promised on your banking site ). 2 ) Upon finding out that the payment had not arrived on or about XX/XX/XXXX, I began to call your bank for answers only to receive this response " the funds were taken out and it should arrive shortly '' from every supervisor within your organization. At this point, I could have recovered and made the payment on time however, your organization had the funds and DID NOT know where they were. Upon further calls to your supervisors, they were not helpful in anyway, as was discussed with you the following XXXX of XXXX. They ( XXXX Manager/Supervisor ), continued to blame it on their/your bill payment center and directed me to contact them directly. I made no less than 15 calls to your bill payments center and each time they said the supervisor on the next shift would call me back, I never received a call back or answers and I was not able to recover MY money to make the payment on time. 3 ) XXXX XXXX bill payment center, sent my house payment to the wrong address, as stated and verified, and did not fix the error in time and delivered the payment 23 days after taking the funds, and 13 days after their stated delivery date. Because of their disregard for my issue and blatant lack of response to numerous calls I was not able to recover and make my payment on time. Consequently, I was zapped with a late on my credit report. Id like to reiterate that the funds were available and withdrawn from my account on XX/XX/XXXX. I trusted XXXX XXXX XXXX to make timely payments on my behalf. I respectfully request that Freedom Mortgage contact the ( 3 ) bureaus and remove this negative reporting from my credit report.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-11

Lewisville, TX

Applying for a mortgage or refinancing an existing mortgage

Mortgage: FHA mortgage

Complaint: I am writing to inform you of the experience I had doing a streamline FHA refinance with Freedom Mortgage. I have been a customer since XXXX and have had on time payment history. I havent really had any issues ( outside of unpaid tax bills ), but I feel like Id be doing every other customer a disservice by not sending this letter about my customer experience. On XX/XX/XXXX, I was called and emailed by a loan officer- XXXX XXXX XXXX review rates I could be eligible for to reduce my payment. I had a great conversation with him, and we set up a plan to move forward. He said this process is very easy and typical closing is about 21 days after initial contact. Since we are paying for a wedding and trying to reduce expenses, this made sense. He requested a few documents, which were sent within 24 hours as he requested. No problem. Afterward, I was assigned to a processor, XXXX XXXX. XXXX first contact was asking for the same documentation I had already given XXXX. Maybe they didnt share information, but fineI sent it over within 24 hours again. She said I can log in at any time to track the status and someone will reach out closer to the closing date. The initial contact her was XX/XX/XXXX. On XX/XX/XXXX, she asked for a bank statement because the funds to close would be higher than anticipated due to the negative escrow balance. I sent it on XX/XX/XXXX. It took a while for me to get back in touch with her, which was concerning because by XX/XX/XXXX, I heard nothing. We still had a payment due for our XX/XX/XXXX payment, so I messaged her on XX/XX/XXXX to ask if we are closing and if not, we are going to pay the mortgage. No reply. On XX/XX/XXXX, she called to let me know underwriting needed a letter of explanation about when we moved it. It was provided the same day. She said it may be in my best interest to pay the mortgage, so I dont receive any late fees-which I did. I never spoke to XXXX again, nor has she or her manager replied to any correspondence via email. After this, I was moved on to XXXX XXXX via email stating Ill receive my closing disclosure and I need to acknowledge it by XX/XX/XXXX. I immediately replied stating I didnt have it. I told her I received an estimate that I signed over that weekend, but there were two different documents with two different amounts, so I wasnt sure which one was accurate. Same as with XXXX, I never heard from XXXX again nor has she replied to any correspondence via email. After emailing XXXX, she never replied, so I called. No answer from countless voicemails and attempts to reach someone, including managers. From there- it has been a whirlwind. I received a call from XXXX XXXX that my new date would be XX/XX/XXXX. I still hadnt received the disclosure or any idea of what was due at closing. On XX/XX/XXXX at XXXX, the notary called stating she never received the CD so unfortunately, we werent closing. This is after I made SEVERAL ( at least 15 ) calls to Freedom to get an update. I kept getting transferred around and NO manager would reply, take the call or even send an email. On XX/XX/XXXX I call back and I spoke with XXXX XXXX. He states its been handled poorly and he will make it right. He said since we were so close to being late again on our mortgage payment, since our original date was set for XX/XX/XXXX, it may be in my best interest to pay the XX/XX/XXXX bill due and we could close at the end of the month. So at this point, we have to understand that Ive already paid {$2100.00} for my mortgage and Im about to come up with another {$2700.00} to close on the loanwhen it couldve been handled in a timely manner and I wasnt out of pocket all of this in the same month. He set the expectation to call me Monday XX/XX/XXXX to let me know where we stand, and he scheduled closing for XX/XX/XXXX at XXXX. He also said most correspondence would come via email, which they havent. On XX/XX/XXXX, he didnt call of course, so I called him directly. He answered but had no clue who I was. He said he is still waiting on information. He said he had me down to call at XXXX on XX/XX/XXXX. Again, he didnt follow through. I was scheduled to close for again and STILL didnt know how much, what my new payment would be, or honestly, is this even worth my time? As you could imagine, I was furious. Understanding that Freedom clearly needs to do some hands-on customer training, I called XXXX who gave me another managers number, XXXX XXXX whom I called and left a message for but never heard back. It was closing day at XXXX and I was told the funds needed at closing, however this is after I called a customer service rep who was nice enough to look it up and tell me verbally, even though she tried to transfer me to the closing team but they were unavailable. I still to date havent received a CD, but at this point, I wanted to get everything done so I left work early, went to the bank and got the check. I realized that what Freedom is doing is ILLEGAL. How can a lender not send someone a CD at least 3 days in advance per law? XXXX didnt receive the CD until the day of as well. This is unacceptable. I am shocked that a company this large doesnt have the right parameters in place to prevent any of this from happening and Im confident Im not the only one this is happening to. Furthermore, after finally getting through this totally unnecessary process, XXXX XXXX calls me on XX/XX/XXXX to confirm my closing. The closing that already happened the day prior. Which he would have known if he did his job and called me as scheduled like he was supposed to. Keep in mind, after signing over 200 pages of documents, the only COPY of disclosures I have was received at the time of signing. Freedom Mortgage should really be ashamed of how this account has been mishandled on so many different levels. I understand mistakes happen and people drop the ball, we are human. But from the loan officer to processing to scheduling to closing? I could not imagine being a first-time buyer and ever using Freedom Mortgage. Today is now XX/XX/XXXX and we still havent closed on this loan. I spoke to a manager over a week ago ( XXXX XXXX ) and he said he would follow up with me when everything was done and get closing scheduled. I received a call to schedule closing for XX/XX/XXXX. To date, I havent spoken to him about the CD and what was needed from me at closing, nor has he returned my email after 5 hours. This is now the 3rd month that this company has put me in a position to pay my mortgage late due to lack of communication. After this month, if we dont successful, Im forced to believe that not only does no one care about this, but its a blatant disrespect for my time and energy. As of today, XX/XX/XXXX, we are scheduled to close. I received a call from processing that my new closing cost are {$5000.00}. 2 weeks prior they were {$2700.00}. The rep said due to the time of year, I would have to provide 12 months of taxes paid since it's XXXX. This loan was set to close initially in XXXX, then XXXX and now XXXX due to unfair business practices.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-11

Waxahachie, TX

Struggling to pay mortgage

Mortgage: FHA mortgage

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

Timely Response

2019-09-11

Struggling to pay mortgage

Mortgage: FHA mortgage

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

Timely Response

2019-09-11

Spfld, MA

Trouble during payment process

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

Timely Response