FREEDOM MORTGAGE COMPANY

2015-10-16

Patterson, MD

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: My loan was sold several times after the purchase of my home and was with XXXX XXXX XXXX XXXX, XXXX ) before supposedly being transferred to Freedom Mortgage XXXX freedommortgage.com, XXXX ). I make all my payments via the Freedom Mortgage website and when I needed to contact the company in regards to the servicing of my loan I was unable to enter my phone number or loan number into the automated system without being told it was n't valid. Once speaking to a rep with the company I was told that my loan is not with them or in their system because it 's with XXXX XXXX XXXX a sub-servicer of Freedom Mortgage XXXX. They gave me the phone number for XXXX XXXX and said to contact them. I contacted XXXX XXXX and can not even get through to a representative because neither my social or my loan number is being recognized with the automated system. The system says to call back when I have a valid loan number or social and hangs up. Why would XXXX XXXX tell me my loan was with Freedom Mortgage and how am I making my payments on Freedom Mortgage 's website if neither company is able to recognize my information for me to discuss my loan with anyone?
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: Yes Timely Response

2015-10-16

AL

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: I purchased my home XX/XX/XXXX. Property taxes were high XXXX {$1800.00} XXXX because no one had occupied the home for about a year. Last month, I noticed that my mortgage payment with Freedom Mortgage drastically increased for the XXXX billing period. It went from {$820.00} to {$1000.00}. They said it was from property taxes. They had based their escrow analysis on last year 's property taxes, which were much higher than they are this year because I filed for the homestead exemption XX/XX/XXXX. Property taxes for this year are {$830.00}. I called and they stated to fax in the estimated taxes for this year. I went to XXXX XXXX tax assessor 's office and they gave me a print-out of the estimate and I faxed it in. I called about 2 weeks later checking on the status ( on XXXX XXXX ). They stated that the estimate was " incomplete '', so it could not be processed, even though it had all the necessary information regarding my home and taxes. By that time I had received the actual property tax bill, so I sent in the bill along with the form from my tax assessor 's office stating that I had filed for homestead last year. I explained to the representative that the extra cost on my mortgage payment was placing a financial hardship on my family. The representative stated that she could have the escrow waved for XXXX and would have that tax information expedited in order to get my taxes corrected ASAP. She stated that I could pay my normal payment for XXXX, which was {$810.00}. She took my payment over the phone. XX/XX/XXXX I called to check on the status. The representative stated that she could not see where the tax dept received any of my information ( basically nothing had been done XXXX. She stated she looked up the bill on XXXX XXXX tax department 's website and would put that on file and make sure it got the the tax department. She stated that Freedom Mortgage could not accept my payment made XX/XX/XXXX as a full payment, that I needed to pay the remainder of {$210.00} today for my loan to be current or else I would incur late fees. I made the payment over the phone XX/XX/XXXX. She stated that I would more than likely have to pay the {$1000.00} in XXXX as well. She stated there was no way around it. My complaint is that this should have been taken care of the first time when I sent in the property tax information that came directly from my tax assessor 's office. This is the third time that property taxes have been sent to the tax department, the first 2 times were unsuccessful ; I am hoping the third time 's the charm. I can not afford the extra {$210.00} tacked on to my mortgage payment for an error/carelessness on THEIR side. Every time I call I just wonder if something is actually going to be done or if I am going to find out in 2 weeks that nothing was taken care of. They are probably prolonging this so they can get more money from me.
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-10-14

Bronx, NY

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-10-01

Houston, TX

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-10-01

Atlanta, GA

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: For the past 3 years, my mortgage company has been paying {$860.00} per year out of my escrow accounts towards what they 've been refering to as a " water tax '' or a " water/sewer assessment ''. I 've attempted more than once to get clarification on what they 're paying and every time they basically blow me off and tell me to get the information from my tax assessor. My local tax assessor 's office as well as the water company had advised me this tax does n't exist and they had no idea what my mortgage company was paying. For the past 2 years my home was being renovated and unoccupied, so I did n't have garbage service. This is my first year having garbage service and receiving a bill ... .for {$860.00}. A normal yearly garbage bill for a single family residence is {$430.00}, however the city was incorrectly billing my home as a duplex. When I received the bill and saw the amount, I realized that my mortgage company has been paying a garbage bill for the past 2 years that I should not have been getting billed for. Furthermore, they had no business paying for a utility out of my escrow account. My escrow account does not cover any of the other utilities for my home. Had they appropriately labled what they were issuing a payment for or been willing to provide me with any information on the payment, I could have dispute the charges with the city two years ago. As it stands, the city waste deparment has been overpaid {$2100.00} of my money. After speaking with the garbage department, they agreed that I should not have been billed for the past 2 years and did n't owe the money, but it 's unlikely I 'll be able to get a refund due to the amount of time that 's passed. I submitted a request via e-mail to my mortgage company almost a month ago for information on the payments they were making. I received a generic reply that they would respond within 10 days. I 've yet to receive a response. When I 've tried to speak with someone over the phone for the past 2 years, I 'm always told that the tax department ca n't be reached by phone, only fax or e-mail.
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-09-28

Vineland, CO

Credit decision / Underwriting

Mortgage: FHA mortgage

Complaint: To whom it may concern : In XXXX of this year I initiated a loan request to purchase a home. I have jumped through hoops to satisfy the bank we are dealing with. We had a credit card that had not been paid for {$1100.00} that they required we pay off. We paid that last Friday thinking that was the last hoop to jump through. Then they required that we deposit XXXX house payments with the bank to get approval. In addition we already made a down payment of {$4800.00} and {$100.00} in earnest money. Also paid for the appraisal. The house was originally priced at {$130000.00} by the realty company but has been reduced to {$130000.00} to meet the lower appraisal. We are requesting a 30 year loan which when the down payment is applied the loan will be less that {$130000.00}. Short of requiring our youngest child to be used for collateral we have done all we can to meet this requirement. We may not be the perfect or usual?? American family. We have XXXX children and we are both in college. XXXX has completed his first 2 years of college in XXXX and recently graduated. He is attending college part time working towards a XXXX and had has a permanent full time position as a XXXX. I am also enrolled in college pursuing a degree in XXXX XXXX XXXX. Our landlady is putting up our house for sale. At the time we leased from her it was difficult to find adequate housing because of the number of children. We rent a XXXX bedroom XXXX XXXX bath house with a large fenced yard for {$900.00} a month. The house is well kept in a nice neighborhood. In addition, the house has a large yard fenced in back yard with a garage and oversized patio. Perfect for our family. Schools are nearby as well as shopping and access to highway and major streets for easy commuting to and from work, shopping, library, hospital and other services in the community. The perfect house for a low income family and an opportunity to raise our kids in a no crime area. We have had challenges and have responded honestly and transparently and yet we are unable to get approval for this loan. We have had a closing date since the XXXX of XXXX and every few days are we are given a potential new date. This last request added on at this time to deposit 3 months of house payments which we did seems a ploy to sabotage us and discriminate against us and prevent us from getting a loan at all costs. At closing they are still requiring taxes and insurance in addition to whatever other fees they discriminately impose whether usual and customary or not. We are forced to form an alliance with our families to provide monies to now comply with any other financial requests. I respectfully request your assistance and let me add that time to ask start this process all over again with a new application with a new bank is not an option for us as we have put the landlord/owner off time after time. As they continue to ask for more and more information and documents we have to continue to pay rent. Thank you for taking the time to look into this. Thanking you in advance, XXXX XXXX
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-09-25

Hollywood, FL

Loan servicing, payments, escrow account

Mortgage: VA mortgage

Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: Yes Timely Response

2015-09-23

Lawrence, MA

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-09-23

West Brandywine, PA

Loan servicing, payments, escrow account

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: Freedom Mortgage purchased my loan fro XXXX Mortgage and did not supply a new account # in the correspondence. Therefore, I mailed my payment to Freedom mortgage well before the due date of XXXX XXXX. They proceeded to call me to collect, send me multiple collection and late notices, and meanwhile they cashed my check and mis-applied funds to someone else 's account. I called my bank, XXXX, and they supplied evidence of Freedom cashing my check ; while someone at Freedom hand wrote someone else 's account # on the check. I faxed and emailed the cancelled check to Freedom ( XXXX XXXX XXXX did directly as well ) ; yet Freedom still is " investigating ''. When asked if they are charging interest on the principal payment I made and they cashed, I was told " I do n't know. ) Their website also did not permit me to access any of my account information after multiple password resets and is clearly far behind the times. I have never had a late mortgage payment in over 20 years on any of my properties.
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-09-22

Atlanta, GA

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Complaint: Homeowner is currently 3 months behind on its Mortgage. Homeowner situation is of a temporary nature. Homeowner is ready and willing to commence payments. Servicer refuses to consider a request for a partial claim, forbearance or other workout solution. Homeowner believes there is a simple fix to this servicer made complex issue. A payment plan that will bring homeowner to a current position will resolve issue. Homeowner is placing Freedom Mortgage on notice, that I am " putting the world on notice '' of the security interest in order to make the secured parties ' rights fully enforceable is known as " perfection. " Secured Party Creditor, which is the Homeowner and will be referred to Homeowner herein after, has the right to Exercise Judicial Enforcement and request damages for the trespass against the Debtor Property, which is exempt from levy and in accord to XXXX Statement # XXXX 2015 XXXX. The Secure Party is the rightful holder in due course. Secure Party has a superior lien against the property in question and is above all others who profess to have an interest. Any attempt to commence a foreclosure proceeding will be consider a commercial injury and will be subject to the collateral value stated in the XXXX XXXX XXXX stated herein. A workout solution would be beneficial to all parties. If a workout solution is not met, the Homeowner will exercise its rights under XXXX XXXX accordingly. The Homeowner desires a workout solution.
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-09-21

MI

Settlement process and costs

Mortgage: VA mortgage

Complaint: Several months ago my wife and I researched refinancing our home in XXXX XXXX, we chose Freedom Mortgage. After several months, and to date ( XXXX XXXX 2015 ) we have not had the closing, but received a letter in the mail from XXXX XXXX on XXXX XXXX 2015 that : " The servicing of your mortgage loan has been transferred from XXXX XXXX XXXX XXXX to Freedom Mortgage Corporation effective XXXX XXXX, 2015 '', etc. The letter gives the address to submit payments : Freedom Mortgage Corporation XXXX XXXX XXXX XXXX XXXX XXXX with the first payment due on XXXX XXXX 2015. I made the payment to Freedom Mortgage account number XXXX, and now Freedom Mortgage is sending us another Good Faith Estimate with a completely different interest rate, mortgage payment, etc ... I was contacted by a XXXX XXXX, Mortgage Processor On behalf of Freedom Mortgage. XXXX ID # XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXXOffice : XXXX ext. XXXX Fax : XXXXEmail : XXXXXXXXXXXX. by telephone and e-mail. I replied to XXXX XXXX about the situation and my concerns about the original mortgage loan and informed XXXX that I have already started payments on the mortgage XXXX XXXX 2015. Today, XXXX XXXX 2015, XXXX replied back for me to provide her the loan number so she can look into this. I am afraid that this may be a scam or a fraudulent transaction, as that XXXX can not locate my mortgage loan number by my name, and that Freedom Mortgage has sent another Good Faith Estimate with different interest rates, etc., trying to fraud me and my family out of my hard earn military retirement / XXXX veteran XXXX XXXX. Which part of the mortgage process is your issue related to? ( 1 ) No closing occurred with official signatures, ( 2 ) per Freedom Mortgage letter dated XXXX XXXX 2015 to start payments on XXXX XXXX 2015.
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-09-18

Thompsons Station, TN

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I am working receiving limited invome a month and paying my monthly health and medical insurance. Loan Servicing and Freedom Mortgage gas increased my mortgage for the past year. I have no other income and my mortgage is taking my whole check leaving me very little to pay my other utilities. I went back to school trying to get a better job but that has n't happened yet. I have to have a car because i have no other means of transportation. I am very depressed. This is a home me and my husband purchased when he wss living. I just feel that the mortgage compsny is not looking out for my best intrrest. I have nobody to turn to. Please help and tell me what i can do. At the end of my rope.
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-09-16

Montrose, CO

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Company chooses not to provide a public response Closed

Disputed: Yes Timely Response

2015-09-15

PA

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: I have been paying my mortgage by direct withdrawal for the life of the mortgage approximately 15 years. I am now being harassed by XXXX that my mortgage has not been paid since XX/XX/XXXX. I have notified them that if my mortgage has been sold the new mortgage holder apparently not getting the money. This has now been going on for more than a month. I have sent letters to all concerned parties that I am aware of Freedom Mortgage, XXXX XXXX, XXXX, and XXXX XXXX. I have not been informed of what they are doing to correct this situation. On XXXX/XXXX/15 I received an email that again my payment will be coming out of my checking account on XXXX/XXXX/15 as has been the custom since the beginning of my mortgage. I also received a late notice for my tax bill which I received the XX/XX/XXXX and sent to the mortgage company the very next day. I am sure that my credit has been jeopardized and refuse to look as I do not want to get any more upset than I already am. At this point do not know who or where to turn.
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-09-15

Scottsdale, AZ

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: When attempting to make a payment online, I received the following error message : The website is not responding at this time. Please try back later or contact your institutions customer service department for further assistance. We apologize for any inconvenience. I contacted the Freedom Mortgage customer service line and explained to them the error message. The representative informed me that the error was a known issue and that I had the option of either making a payment via the phone system for a {$10.00} fee or via a live person for a {$15.00} fee. I requested a waiver of the fee since I could not make a free payment through their website. The representative stated the fee could not be waived. I then asked to speak with a supervisor. I was transferred to a team lead, XXXX, who was able to take my payment and waive the fee. I believe that Freedom Mortgage is deceptive in its practices by attempting to charge customers a fee for a payments when the option to make a free payment is not available due to the actions of Freedom Mortgage, not by any action by the consumer. In this instance, Freedom Mortgage has no incentive to correct the online system as they are able to obtain fee income from consumers that are unable to make online payments.
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-09-15

OH

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Fact 1. Chapter.XXXX program, XX/XX/XXXX. Paid in full XX/XX/XXXX. 2. XXXX in additional charges with no explication, XXXX. Repeated requests. 3. XXXX XXXX XXXX XXXX XXXX said it was a mistake when they changed invoice styles and they had allot of errors to fix. That was XXXX. 4. Since then I have not gotten a straight answer or response. 5. I send a form letter with my payment every month, requesting a response. 6. I currently send my payment priority mail, because they occasionally loose my payment.
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-09-14

Mc Donough, GA

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-09-14

Patterson, MD

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Hello : I purchased a 95 year old foreclosed property at XXXX XXXX XXXX XXXX, XXXX, MD. I later found it had major structural problems so we demolished it. In rebuilding we came to realize the reason for the old structural problems was because it was once used as a landfill at some point thus rebuilding on a contaminated landfill will cause many issues with the new structure and also health concerns. I have been trying to communicate to the bank that that now has my loan ( not the original mortgage company who turned around and sold it to this current bank ) that I need a deferment to resolve the issues we have encountered ( the place was once a landfill/contaminated soil ). I have borrowed over XXXX to keep up with the mortgage and pay rent too. It 's not sustainable. Is there anything you can suggest I do? Thanking you for your response. XXXX XXXX
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: Yes Timely Response

2015-09-11

Harriman, NY

Other

Mortgage: Other mortgage

Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-09-10

Ewing, NJ

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-09-10

Portland, OR

Settlement process and costs

Mortgage: Conventional fixed mortgage

Complaint: Freedom Mortgage mailed me an offer to lower my interest rate at no cost. When I talk to the rep he reiterated that it was no cost to me. I received the forms to sign via online and discovered that they are charging interest rate reduction points of over {$2000.00} and including it in my mortgage balance. They pressed me to hurry and sign the forms that would lock me into the obligation. It is very deceptive. NO COST is a lie. They wasted my time and trust. This needs to be address before someone believes them and signs without really looking at what is on the forms. It can be confusing. Please make them stop.
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-09-09

Lake Elsinore, CA

Loan servicing, payments, escrow account

Mortgage: Conventional adjustable mortgage (ARM)

Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-09-08

Northside, NC

Loan servicing, payments, escrow account

Mortgage: VA mortgage

Complaint: We were going to refi with our mortgage company, they lied to us about charges, we cancelled. they said we would have NO charged repeatly. We have a {$30.00} charge that I 've called every month for 3 months now to get taken care of. They give me the run around, XXXX department says I have to talk to the other and vice versa, no one seems to know whats going on. Refi department says we will not have to pay it but customer service needs to fix it. customer service says we have to talk to refi. then we get the same run around. month after month I call and then get the same run around and the charge is still on my account.
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-09-08

Jacksonville, FL

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: I received the Initial Escrow Account Disclosure Statement from Freedom Mortgage. It states that the PROJECTED ESCROW BALANCE SUMMARY OVERAGE is {$3200.00} that was to be RETURNED TO ME ONCE ACCOUNT WAS CURRENT. On XXXX XXXX, 2015 I paid the XXXX 2015 monthly mortgage payment of {$1400.00} and I was current. At the bottom of the Disclosure Statement the following is stated : Federal Law requires that any escrow surplus of {$50.00} or greater for accounts that are current must be returned to you within XXXX days from the date of the analysis. Due to the delinquent status of your account, your surplus will be retained until the account becomes current. It is your responsibility to contact our a Customer Care department to request the release of any surplus when the status of your account changes. I did contact Freedom Mortgage on XXXX/XXXX/15 and requested my refund and it 's now XXXX/XXXX/15 and they have n't sent me anything, which is against the law.
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: Yes Timely Response

2015-08-28

Liverpool, TX

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: I tried logging into my account this morning to pay my mortgage for XXXX 2015. I tried on freedommortgage.com, and it would n't let me in so I called customer service, entered my SS Number, and it routed me to a lady who saw all my information, she told me my account was handled through myloancare.com let me connect you. No one answered. I tried to log into XXXX and it would n't let me either. I asked for temporary passwords from each site, each site sent me an email with a temp password, however I still am unable to log into my account. I called Freedom Mortgage back at XXXX this morning and spoke with XXXX, she stated my loan is handled through XXXX go back to them. I tried to explain to her that the XXXX website told me to go back to you - freedom mortgage, she said no, I know it 's confusing because Freedom Mortgage is the parent company to XXXX, but you need to deal with them. Right now I am frustrated with all the lies, and lack of accountability with my account. Is this a SCAM set up this way so I had to pay the {$5.00} extra dollars by phone to pay my mortgage to gain additional revenue? Which I paid by phone calling Freedom Mortgage, so they wont talk to me about my account, they wont let me log into my account, but they will take my money over the phone? I have had issues with both of these entities since day one, I have filed numerous complaints and will continue to do so, until they are held accountable for these outrageous actions and lack of accountability for my loan.
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response