Consumer complaint received 2024-08-28 00:00:00
Product: Mortgage — FHA mortgage
Issue: Credit monitoring or identity theft protection services — Didn't receive services that were advertised
Company: Freedom Mortgage Company
State: FL

Complaint narrative:
In XX/XX/XXXX I notified freedom mortgage of my financial hardship. They responded sometime in XX/XX/XXXX and explained that they were going to place me in a program which allowed me to to go into a mortgage loan forbearance to help avoid delinquency. In XX/XX/XXXX, after multiple calls on my behalf, They ended up placing me on a plan which consisted of 3 trial payments for months XXXX, XXXX and XXXX. Although it wasnt what I was originally explained or offered, continued to make my trial payments as per the contract. In XX/XX/XXXX my mortgage payments reduced from {$3100.00} to {$2300.00}. Since I was abiding by the contract I over paid for the month of XXXX and XXXX as well as having an overage in escrow. Moreover, I was able to make an additional payment of {$3500.00} which was supposed to be towards the month of XXXX. At this point I have an overage of {$2600.00}. When contacted regarding documents which were supposed to be signed at the termination of the 3 trial payments they notified me that they had made me current instead of the mortgage forbearance. At this point they refuse to update their notes, escrow analysis and additionally reported me as delinquent to the credit bureaus. Ive made multiple attempts to fix this confusion which they have caused and talked to over XXXX employees with little to no help and they refuse to escalate this complaint. 

This was reported to the XXXX  and their response was the following : XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  Re : Your Complaint to the XXXX XXXX XXXX Dear XXXX XXXX XXXX, We have reviewed your complaint and researched the issue regarding your account. Specifically, regarding XXXX XXXX XXXX XXXX XXXX XXXX and Loss Mitigation assistance. Freedom Mortgage Corporation appreciates the opportunity to assist and we hope you find the following information helpful.

The XXXX  for flood insurance stems from having a private flood policy on an FHA insured loan. The private flood letter was issued to XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) was needed or the certification of adequacy for private flood would have to be completed by the agent. Neither was received nor responded to, so XXXX commenced and was placed effective XX/XX/XXXX, XXXX XXXX. XXXX XXXX XXXX XXXX renewed for terms XXXX, XXXX. 
On XX/XX/XXXX, you provided a preferred flood policy with XXXX XXXX flood effective XX/XX/XXXX, and XXXX XXXX terminated effective XX/XX/XXXX, leaving a lapse from XX/XX/XXXX, to XX/XX/XXXX. A partial refund in the amount of {$440.00} was applied to escrow. When hazard XXXX policy # XXXX non-renewed as of XX/XX/XXXX, the loan went into cycle for XXXX and was lender placed since Freedom Mortgage did not receive any response from you during this timeframe. 

We later received a new hazard XXXX XXXX XXXX XXXXXXXX effective XX/XX/XXXX, XXXX terminated effective XX/XX/XXXX, leaving a lapse in coverage from XX/XX/XXXX, to XX/XX/XXXX. A partial refund in the amount of {$2300.00} was applied into your escrow. 
On XX/XX/XXXX, you were contacted having a series of calls, you stated expecting new final docs and have been overpaying. XXXX representatives advised you final documents are no longer valid and new Partial Claim ( PC ) review needed. Third representative opened Loss Mitigation research request noting you were told you would receive updated final documents. 
On XX/XX/XXXX, request processed and Closing group de-archived Loss Mitigation and re-calculated XXXX XXXX XXXX. Closing re-calculated a Partial Claim of {$3900.00} to cover XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXXXX/XX/XXXX ( {$2300.00} XXXX = {$4700.00} - {$860.00} = {$3900.00} ) and XXXX payment of {$2300.00} due XX/XX/XXXX. 
On XX/XX/XXXX, call, representative advised updated final documents with new XXXX payment XX/XX/XXXX, in process to ship. Call was escalated and representative notated husband is attorney and planning lawsuit, disputing credit reporting, not receiving recast terms, not receiving calls back and additionally requesting written letter stating if they sign new docs, they can use unapplied funds to offset XXXX due payment. Updated final docs shipped to you XX/XX/XXXX. As of XX/XX/XXXX, your signed/notarized final docs have been received and are pending Closing review. 
After review of the data, we advise, due to Fair Credit Reporting Act guidelines, we must report payments accurately to the Credit Reporting Agencies. Late payments will not be retracted and considered as a delinquent payment because the payment was not satisfied within the month due. We found no evidence of inaccurate credit reporting. According to the Fair Credit Reporting Act ( FCRA ), we must report factual data and therefore unable to amend or remove the negative credit reporting. 
The delinquency reported for XX/XX/XXXX and XX/XX/XXXX are accurate as reported. Should you have any additional questions or concerns please contact us at XXXX or you can also visit us anytime at www.freedommortgage.com Very truly yours, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX Freedom Mortgage Corporation XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX NJ XXXX I respond back I am rejecting this response because : You listed a solution which I attempted way before I made this complaint. In numerous occasions Ive called and spoken to different personnel. Ive even tried escalating this to higher management and Ive gotten no where! I was left with no other choice but to file this complaint. The next course of action if nothing can be resolved, is taking legal action. Just like many others have and WON against freedom mortgage. Its shameful that your company repeatedly gets sued for the same thing over and over again. Just recently you your company underwent a legal matter which in which a {$3.00} XXXX penalty was ordered against you. Sadly, the sue was due to your companys repeat offenses in violating of law enforcement order and data errors. Its obvious that Freedom Mortgage has not learned from their mistakes. 


Sincerely, XXXX XXXX XXXX mortgages response : Hello, If you prefer to speak directly with a Customer service rep please call XXXX. 

We are happy to assist and discuss your account history via phone. 



Thank you My response : I am rejecting this response because : You listed a solution which I attempted way before I made this complaint. In numerous occasions Ive called and spoken to different personnel. Ive even tried escalating this to higher management and Ive gotten no where! I was left with no other choice but to file this complaint. The next course of action if nothing can be resolved, is taking legal action. Just like many others have and WON against freedom mortgage. Its shameful that your company repeatedly gets sued for the same thing over and over again. Just recently you your company underwent a legal matter which in which a {$3.00} XXXX penalty was ordered against you. Sadly, the sue was due to your companys repeat offenses in violating of law enforcement order and data errors. Its obvious that Freedom Mortgage has not learned from their mistakes. 


And then XXXX  closed my complaint

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