Consumer complaint received 2022-04-02 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Freedom Mortgage Company
State: VA

Complaint narrative:
*** THIS IS NOT A DUPLICATE. NEW INFORMATION INCLUDED. *** *** This is new information only available as of today about a growing concern about the inadequacy of Freedom Mortgage to address the transfer of a mortgage - apparently this is impacting other people too. Again, this is not a duplicate, there is new information updating information previously provided in XXXX. If a human is reviewing this, please do not flag this as a duplicate as it is not, there is new information here. If an algorithm is doing this with no human oversight, then CFPB needs to implement an appeals mechanism when the algorithm is wrong. Again, there is NEW information below current as of today the inadequacy of Freedom Mortgage to address the transfer of a mortgage that per documentation is impacting multiple people *** Early in XX/XX/2022, we received notification from XXXX XXXX XXXX XXXX that our mortgage was being transferred to Freedom Mortgage effective XXXX XX/XX/2022. We called in XXXX and Freedom Mortgage said they had no information in their system about the transfer and that we should call again on XXXX XXXX. We called again on XXXX XX/XX/2022 and Freedom Mortgage said they have no information as of yet about our new mortgage and that we should check again on XXXX XX/XX/2022. *** THIS IS NOT A DUPLICATE. NEW INFORMATION INCLUDED. *** This is highly disconcerting that they don't have information as we have always made timely mortgage payments and done so consistently for several years. Freedom Mortgage said that they would be providing a 30 day grace period on mortgage payments- this sounds contradictory to CFPB 's own guidance of a 60 day grace period when mortgages are transferred. Moreover Freedom Mortgage has not, as of yet, been able to provide even the most basic of welcome letters or information about our loan. By Freedom Mortgage 's own admission they have not officially uploaded the information yet to the loans being transferred to them- which is seriously distressing. *** THIS IS NOT A DUPLICATE. NEW INFORMATION INCLUDED. ***CFPB should investigate Freedom Mortgage and what is going on here - moreover CFPB should check with Freedom Mortgage 's claim of a 30 day grace period on mortgage payments, shouldn't it be 60 days when a mortgage is transferred? Moreover Freedom Mortgage should provide information, as soon as possible, on how to make the epayments. *** THIS IS NOT A DUPLICATE. NEW INFORMATION INCLUDED. ***There are already concerns online about other somewhat sketchy practices at Freedom Mortgage- it is very troubling about the company that they have an 82 % " XXXX '' ( the lowest rating ) satisfaction rating on XXXX - XXXX XXXX XXXXwww.freedommortgage.com They have a XXXX out of XXXX stars total - also raising some serious red flags. *** THIS IS NOT A DUPLICATE. NEW INFORMATION INCLUDED. ***

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