Mortgage -- Trouble during payment process -- Complaint #7176867
Complaint Overview
Complaint ID: 7176867
Company: Freedom Mortgage Company
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Trouble during payment process
State: Minnesota
ZIP Code: 55406
Date Received: 2023-06-27T12:00:00-05:00
Date Sent to Company: 2023-06-27T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Tags: Older American
Consumer Narrative
I recently worked with Freedom Mortgage to assume my original mortgage, in order to remove my ex-spouse 's name. I was never told during the process that it would change anything in my online account. However, evidently my autopay was deleted in the process. Luckily, I noticed within the grace period that my scheduled mortgage payment hadn't been withdrawn from my bank account on XX/XX/23. I called Freedom and was told my autopay got deleted when the mortgage was assumed. I logged into my online account and added the autopay back. Then on XX/XX/23, I tried to log back in to again and was told my account access has been permanently blocked because I had assumed the mortgage. Evidently, Freedom prevents assumed borrowers from having access to the financial information of the original borrower. However, not only was I never told that assuming the mortgage would mean I'd lose online access, it makes no sense to block me from my own financial information. I NEVER would have gone through the assumption process if Freedom had told me it would mean I would lose online access, but at no point in the process was that mentioned, as it should have been. I did not need to remove my ex-spouse 's name from the mortgage ; it was purely a matter of convenience. I just now spoke with someone else at Freedom ( XX/XX/23 ) and evidently the blocking of accessed for assumed borrowers is a problem that IT needs to resolve, but there's no information about whether or when this issue will be resolved -- weeks? months? years? -- and in the meantime, I am unable to access my account. It would be helpful if CFPB could work to ensure that Freedom mortgage is prioritizing this issue so that whatever IT solution can be designed is implemented in a timely matter. No access to an online account means I have to take care of everything -- payments, changes to autopay, account monitory -- by phone or by postal mail, which is time consuming and burdensome. I can't be the only person this problem is having a negative impact on.
Frequently Asked Questions
What is Complaint #7176867 about?
Complaint #7176867 was filed against Freedom Mortgage Company regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2023-06-27T12:00:00-05:00.
How did Freedom Mortgage Company respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Mortgage) and describe your issue in detail.
Can I see other complaints against Freedom Mortgage Company?
Yes, visit the Freedom Mortgage Company company profile at readthecomplaint.com/company/freedom-mortgage-company to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.