Consumer complaint received 2023-03-22 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — 
Company: Freedom Mortgage Company
State: CA

Complaint narrative:
XXXX XXXX discharged from XXXX XXXX XXXX XXXX XXXX XXXX re : XXXX prevention * SEE DOC XXXX XXXX forbearance terms : 2 month agreement start date : ( XX/XX/XXXX ) expected end date : ( XX/XX/XXXX ) * SEE DOC XXXX XXXX notice of transfer from XXXX to freedom ( unpaid balance {$150000.00} ) * SEE DOC XXXX & XXXX ( FMC Declaration of total debt assumed : {$150000.00} * SEE DOC XXXX ) starting date : ( XX/XX/XXXX ) effective date : ( XX/XX/XXXX ) contacted FREEDOM about ending forbearance in XXXX and about applying disabled veterans tax exemption XXXX {$4200.00} VA benefit award letter [ temp hardship over ] * SEE DOC XXXX [ filed for 100 % P & T tax exemption ] XXXX single point of contact teller number : XXXX * SEE DOC XXXX XXXX single point of contact teller number : XXXX * SEE DOC XXXX XXXX Declaration of total debt assumed : {$150000.00} * SEE DOC XXXX XXXX 1st incomplete application acknowledgment notice * SEE DOC XXXX Requested to end forbearance forced to extend forbearance * SEE DOC XXXX old expected end : XX/XX/XXXX new expected end : XX/XX/XXXX XXXX XXXX * SEE STA XXXX {$5200.00} called in every week for updates no single point of contact established told call back in a week { through all of XXXX } XXXX * SEE STA XXXX {$6300.00} FREEDOM MORTGAGE IS concerned about recent missed payments * SEE DOC XXXX XXXX * SEE STA XXXX {$7300.00} qualified me for a loan mod it was originally a no doc quick easy deferment balance simply moved to end of loan FMC told me yes a loan mod is the one that moves balance to end this is the one I wanted ( DECEPTIVE ) call back in 30 days. 
XXXX streamline review notice & no need for any docs at this time * SEE DOC XXXX Decision expected within 30 days ( DECEPTIVE ) XXXX * SEE STA XXXX {$8400.00} escrow statement reflecting disabled veterans tax exemption * SEE DOC XXXX - XXXX my old payment was : {$1000.00} My new payment is : {$830.00} XXXX verification of mortgage shows incorrect total monthly payment * SEE DOC XXXX XXXX * SEE STA XXXX {$9000.00} the evaluations are taking longer because everyone was ending forbearance and they were swamped And call back in a week ( UNFAIR ) XXXX * SEE STA XXXX {$9800.00} application incomplete in order to complete << -- ( DECEPTIVE ) * SEE DOC XXXX send the following incomplete or missing docs : streamline offer pending income doc << -- ( SUPPRESSION OF INFORMATION ) XXXX * SEE STA XXXX {$10000.00} resend my docs * SEE DOC XXXX XXXX -- ( RESPA ) call back in a week XXXX as of XXXX application is facially complete * SEE DOC XXXX <<- ( RESPA ) XXXX application incomplete in order to complete * SEE DOC XXXX <<- ( RESPA ) send in the following incomplete or missing docs by XX/XX/XXXX : 2 months most recent bank statements << -- ( DECEPTIVE ) XXXX sent in docs again as requested * SEE DOC XXXX XXXX -- ( RESPA ) earnings and bank docs XXXX weekly called back XXXX facially complete as of XX/XX/XXXX * SEE DOC XXXX XXXX -- ( ABUSIVE ) final decision expected in 30 days <<< -- ( RESPA ) ( DECEPTIVE ) XXXX * SEE STA XXXX {$11000.00} XXXX application incomplete in order to complete * SEE DOC XXXX XXXX -- ( UDAAP ) ( RESPA ) send the following incomplete or missing docs : 2 months new bank statements 30 days new pay stubs <<< -- -- ( unfair ) Signed & dated XXXX tax returns Signed & completed XXXX XXXX * SEE XXXX XXXX {$12000.00} XXXX Sent required docs to freedom mortgage again * SEE DOC XXXX XXXX -- ( RESPA ) XXXX mint phone call to them they recommended I get the CMRFP grant and no longer assured me that i was not in danger of losing my home and i needed to resend docs that have expired XXXX CMRP application number : XXXX submission date : XX/XX/XXXX, XXXX pm * SEE DOC XXXX XXXX updated docs as the first ones are outdated again * SEE DOC XXXX ( RESPA ) XXXX XXXX am 9 min phone call to FM XXXX * SEE STA XXXX {$13000.00} ( UDAAP ) ( RESPA ) Unable to proceed because we have not received the requested outstanding docs from you A complete loss mitigation application, including all additional requested documentation is required to review your loan for potential loss mitigation assistance options, closed the review the following reflects missing docs * SEE DOC XXXX & DOC XXXX Most recent signed fed tax return XXXX XXXX application incomplete in order to complete * SEE DOC XXXX ( DECEPTIVE ) ( UDAAP ) send the following incomplete or missing docs : One more months new bank statement ( already sent the two newest ones ) Complete financial worksheet << -- -- - ( UDAAP ) Hardship letter * SEE DOC XXXX XXXX FREEDOM concerned about my recent missed payments * SEE DOC XXXX ( ABUSIVE ) XXXX Contacted VA loan servicer * SEE DOC XXXX XXXX XXXX dated XX/XX/XXXX ) ( UDAAP ) ( RESPA ) ( FDC ) Your loan is now in default this is a demand for payment * SEE DOC XXXX Total due by XX/XX/XXXX : {$13000.00} ( RESPA ) XXXXXXXX XXXX ( 25 min ) call to freedom mortgage XXXX * SEE STA XXXX {$14000.00} XXXXXXXX CMRP - application approval letter The funds will bring your loan current as of XX/XX/XXXX * SEE DOC XXXX XXXX california mortgage relief program approval letter i have been approved for the grant to pay the balance due through to XX/XX/XXXX pleasecontact them about finlizing payments and lets get this thing done already,- thanks XXXX xxxxxxxxx xxxxxxxx XXXX XXXX XXXX XXXX XXXX CA XXXX xxxxxxxxxx XXXX Dear XXXX XXXX XXXX : Thank you for contacting Freedom Mortgage Corporation ( " Freedom Mortgage '' ). We received your request via our website on XX/XX/XXXX, regarding Your Hardship. We appreciate the opportunity to assist you and hope that you find the following information helpful. 

Please note additional research is required and we are working diligently to respond to your concern. Our research should be completed by XX/XX/XXXX. The findings will be sent to you via our secure message center once the research is complete. 



XXXX * note this date they have not yet got the funding Called in to FM * AUDIO XXXX Spoke with tell # Received CMRF approval letter XX/XX/XXXX not received funding yet as of XX/XX/XXXX still waiting for the funds to be sent over until they send the funds nothing we can do Once we receive the funds we can make the account current protected under loss mitigation until that time* XXXX ( UDAAP ) *FM has closed the review for loss mitigation * SEE DOC XXXX No longer protected under loss mitigation XXXX * SEE STA XXXX {$14000.00} ( UDAAP ) ( RESPA ) CMRP funds {$14000.00} received XX/XX/XXXX Statement due XX/XX/XXXX in the amount of {$14000.00} * SEE DOC XXXX But i see it still says {$830.00} due XX/XX/XXXX XX/XX/XXXX Dear XXXX XXXX XXXX Thank you for contacting Freedom Mortgage Corporation ( Freedom Mortgage ). We received your request via our website on XX/XX/XXXX, regarding mortgage relief program funds. We appreciate the opportunity to assist you and hope you find the following information helpful. 

We have received your notice regarding the mortgage relief program and have forwarded the information to the appropriate team for review. Freedom Mortgage is currently working with the California Homeowner Assistance Fund ( HAF ) program to post payments to your account. Please note, you may contact your single point of contact XXXX ID : XXXX at the number below to follow up with this matter or with any questions or concerns. 

If you need to speak with a Customer Care Representative, please call Monday through Friday XXXX XXXX, and Saturday XXXX to XXXX, Eastern Time at ( XXXX XXXX XXXX. 


Sincerely, Customer Care Team Freedom Mortgage Corporation XXXX Called into FREEDOM MORTGAGE * AUDIO XXXX ( UDAAP ) XX/XX/XXXX payment received for {$14000.00} teller confirmed {$14000.00} received XX/XX/XXXX Next statement issued on that day XX/XX/XXXX : {$830.00} payment due XX/XX/XXXX {$830.00} returned to state {$830.00} past due as of XX/XX/XXXX Teller agrees it should have been funded sent it to billing for corrections statement date XX/XX/XXXX amout due date XX/XX/XXXX amount pass due {$14000.00} XX/XX/XXXX current due {$830.00} total due by XX/XX/XXXX {$14000.00} XX/XX/XXXX total amount recieved {$14000.00} balance {$0.00} -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- & now i see your charging me for XXXX twice? 
( XX/XX/XXXX amount now pass due {$830.00} ) ...... 
NONONO the next due date is XX/XX/XXXX & should read [ statement date XX/XX/XXXX ] due date XX/XX/XXXX {$830.00} fix the error to reflect the new due date and that i am not in fact pass due and make the noted new payoff ballance reflected acuretly in my credit reports as required under the fair credit act. 





XXXX Thank you for contacting Freedom Mortgage Corporation ( " Freedom Mortgage '' ). We received your request via our website on XX/XX/XXXX, regarding HAF. We appreciate the opportunity to assist you and hope that you find the following information helpful. 

Please note additional research is required and we are working diligently to respond to your concern. Our research should be completed by XX/XX/XXXX. The findings will be sent to you via our secure message center once the research is complete. 






XXXX Requested information about accessing the {$150000.00} in equity i have in my home to buy a car and cure all of my debts * SEE DOC XXXX XXXX CMRF current through to XX/XX/XXXX Contacted congressman for help in the matter * SEE DOC XXXX XXXX Had a phone consultation with XXXX XXXX executive loan advisor and branch manager XXXX XXXX XXXX option XXXX Told me the lump sum for the last year would be considered on time payment and a credit score of 600 or higher for a VA loan would meet the requirements along with my annual grossed-up income and he would be able to work out something * SEE DOC XXXX XXXX XXXX XXXX and I am your loan advisor for help * SEE DOC XXXX XXXX XXXX * SEE STA XXXX {$830.00} You are now two payments past due {$1600.00} reported to the credit bureaus * SEE DOC XXXX ( UDAAP ) ( RESPA ) ( FDCP ) ( FCR ) XXXX Thank you for contacting us on XX/XX/XXXX ( error ) {$14000.00} received XX/XX/XXXX, a payment of {$14000.00} paid through XX/XX/XXXX {$830.00} was returned to the state XX/XX/XXXX we are not allowed to retain funds > {$100.00} * SEE DOC XXXX MY NOTES ON THESE CLAIMS : I contacted them on XX/XX/XXXX not XXXX so yea They claim the funds were received XX/XX/XXXX The statement due on XX/XX/XXXX is dated XX/XX/XXXX * SEE STA XXXX {$14000.00} As of my phone call with FM on XX/XX/XXXX they had not received the funds * AUDIO XXXX The date the claimed sending the XX/XX/XXXX payment back was XX/XX/XXXX XX/XX/XXXX I resubmitted the error with supporting docs on XX/XX/XXXX I got a different resonance and different breakdown of payment history still failing to credit the payment in question * SEE DOC XXXX Our credit team has reviewed and determined the reporting of your account accurate and true see attachment * SEE DOC XXXX ( FCR ) XXXX CMRP - your servicer has confirmed the funds have been applied to bring your account current as of XX/XX/XXXX You will need to resume making payments on your mortgage in XXXX * SEE DOC XXXX XXXX Your single point of contact is COLLECTION, teller # XXXX * SEE DOC XXXX ( UDAAP ) XXXX FREEDOM reported my account 30 days or more past due XXXX day after responding to my notice of error ( they erroneously claimed it was accurate and true. ) * SEE DOC XXXX XXXX # CMRP - your servicer has applied a payment of {$14000.00} to your loan * SEE DOC XXXX This is the first day of the third month after the error still unfixed i was notified of the way the funds were misappropriated first time this number is reflected back to me the total expected less the XX/XX/XXXX payment retroactive to the damages unfairly at my expense XXXX * SEE DOC XXXX FREEDOM MORTGAGE received my notice of error / request for information please alow up to 30 days XXXX * SEE STA XXXX {$2500.00} ( {$830.00} for XX/XX/XXXX + {$830.00} for XX/XX/XXXX + {$830.00} for XX/XX/XXXX ) sent a message through freedom website pointing out the error With the supporting docs and noted i will bring my account current before the end of XXXX but i have been in contact with freedom since XX/XX/XXXX in regards to the missing payment not yet properly applied to my account parameters. * SEE DOC XXXX Hi, I will have my account caught up and current before the end of the month - please consider removing the late payment from my credit as i was told that freedom mortgage verified my loan as current through XX/XX/XXXX and wouldnt have to resume normal payments until XX/XX/XXXX my credit was at XXXX before you reported me late and was working with one of your loan officers on a cash out loan as of XX/XX/XXXX i was under the impression the issue was resolved as such and it was after that date you reported me late, and i was only updated about the misapplied payment on XX/XX/XXXX after the fact ... also its unclear to me why the payment for XXXX was returned to the haf fund when you informed me you recived it on XX/XX/XXXX and returned it XXXX and the statements dates are XX/XX/XXXX due on XX/XX/XXXX i think it would be an act of good faith to credit my account for XXXX and cure my credit as to avoid a potential UDAAP violation and to mitigate my loss of the opportunities a {$50000.00} cashout ... ...... 

XXXX XXXX XXXXXXXX XXXX * SEE DOC XXXX XXXX Message from freedom in website We have received your request and need to further do research Our research should be completed by XX/XX/XXXX ( As of XX/XX/XXXX no updates on the research ) * SEE DOC XXXX Dear XXXX Thank you for contacting Freedom Mortgage Corporation. We received your request regarding Credit dispute via our website on XX/XX/XXXX. We appreciate the opportunity to assist you and hope that you find the following information helpful. 

Please note additional research is required and we are working diligently to respond to your concern. Our research should be completed by XX/XX/XXXX. The findings will be sent to you via our secure message center once the research is complete. * SEE DOC XXXX XXXX I made payment in the amount of {$2500.00} for XXXX to XXXX posted as paid out of my account to freedom mortgage however it was applied from XXXX to XXXX Mach {$830.00} now due * SEE DOC XXXX ( missing payment still ) XXXX * SEE STA XXXX {$3300.00} * SEE DOC XXXX Reached out for help from the XXXX at CMFP *SEE DOC XXXX Dear XXXX : Thank you for the discussion this afternoon. During the half hour phone call you shared that you would like our team to share the dates with you for the transfer of funds. I will ask our servicer team to put something together that reflects when the funds were sent and/or returned. The program does not send the information to anyone other than you or a representative that has a Third Party Authorization on file with the program. As I mentioned during the call- you may elect to share our discussions as you deem appropriate. It is good to know that you are now current- thank you for sharing that information. If there is anything else that you want to discuss, the contact center staff will provide as much information as possible. Thank you. XXXX XXXX new monthly payment will increase from {$830.00} - {$1000.00} * SEE DOCS XXXX XXXX For your application XXXX, a payment of XXXX has been sent to and applied to your loan by your servicer. * SEE DOCS XXXX & XXXX XXXX Reply to my notice of error that is in conflict with the first reply on XX/XX/XXXX * SEE DOCS XXXX XXXX XXXX XXXX CMRP- your servicer has confirmed that the funds sent by the program for your application XXXX have been applied to bring your loan current as of XX/XX/XXXX. resume making payments on your mortgage in XXXX. 
* SEE DOC XXXX & XXXX & XXXX XXXX phone call with freedom loss mitigation stating that they will not be accountable for the action of misappropriation of the funding nor the misappropriation of my last 3 payments that should have covered my mortgage through XXXX and that I am now late for XX/XX/XXXX * AUDIO XXXX XXXX Dear XXXX Thank you for contacting Freedom Mortgage Corporation ( Freedom Mortgage ) XXXX We received your request via our website on XX/XX/XXXX, regarding delinquent reporting made on your account. We appreciate the opportunity to assist you and hope you find the following information helpful. 
On XX/XX/XXXX, we received a payment of {$14000.00} from the Homeowners Assistance Fund ( HAF ) program, which was applied to reinstate your account with an effective date of XX/XX/XXXX. 
We received a payment of {$830.00} on XX/XX/XXXX. This payment was returned by your bank with the reason of non-sufficient funds. As a result, this payment was reversed from your account. You may contact your bank for more information on this payment. 
Attached is a copy of the payment history for your review and records. DOC XXXX We have removed the delinquent credit reporting made on your account for XX/XX/XXXX and XX/XX/XXXX. 
If you need to speak with a Customer Care Representative, please call Monday through Friday XXXX XXXX and Saturday XXXX XXXX Eastern Time at ( XXXX ) XXXX. 

Sincerely, Customer Care Team Freedom Mortgage Corporation XXXX Still shows account past due it os not please fix this issue a HAF grant made the account current through to XX/XX/XXXX on XX/XX/XXXX the statement reflected next payment due XX/XX/XXXX on XX/XX/XXXX i made a total of 3 payments all have cleared that shout be one for XXXX one for XXXX and one for XXXX thus the next due date should be XXXX and it should not be showing XXXX past due... Again I have asked over and over and FMC continues a pattern with the hallmarks of reckless misconduct that continues with total disregard for the harm and aggravating suffering and undue burden on my family This is a demand for you to do your duty of due diligence that has so lacked the sincere intention to do ever since we were transfered to FMC as our servicers. DO BETTER YOU HAVE AND CONTINUE TO FAIL US IN WHAT HAS THE OPTICS OF INTENT TO DEFRAUD US!!!! FIX THIS NOW!!! 

XXXX XX/XX/XXXX Dear XXXX Thank you for contacting Freedom Mortgage Corporation ( Freedom Mortgage ). We received your request via our website on XX/XX/XXXX, regarding your loss mitigation. We appreciate the opportunity to assist you and hope that you find the following information helpful. 
The notes on your account show that HAF ( Homeowners Assistance Funds ) was received on XX/XX/XXXX, in the amount of {$14000.00}, and applied to your account on XX/XX/XXXX. These funds were applied to your account to reinstate it. We have attached a 12-month payment history to show when the HAF funds were received on XX/XX/XXXX, they were applied to 17 monthly payments. The notes also show that since the funds brought your account current, {$830.00} was returned to the state, as we can not obtain {$100.00} or more. When the funds were applied, that brought your account currently due for XX/XX/XXXX. 
We also show that a payment was received on XX/XX/XXXX, in the amount of {$830.00}, however, this payment was returned by your bank due to NSF ( Non-Sufficient Funds ). We show payment in the amount of {$830.00} was returned on XX/XX/XXXX, due to NSF. We also show funds in the amount of {$1600.00} that was returned on XX/XX/XXXX, due to NSF. 
They fail to show XX/XX/XXXX I made 3 payments of {$830.00} and they sent a patent back for XXXX? Why to default my account and report it 60 days late on my credit report. 



XX/XX/XXXX XX/XX/XXXX {$14000.00} due on XX/XX/XXXX {$14000.00} Funds Received XX/XX/XXXX XX/XX/XXXX XXXX. ) {$830.00} XXXX Payment XX/XX/XXXX XX/XX/XXXX. ) {$830.00} Payment XX/XX/XXXX XX/XX/XXXX. ) {$830.00} Payment XX/XX/XXXX Your payment is past due. 
Please click on the One Time Payment page to make your payment. 

There is more but I am burnt out!!! 



XXXX New appointment to see mental health clinic

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