Consumer complaint received 2018-10-08
Company: Freedom Mortgage Company
State: FL
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
On XX/XX/XXXX we signed our loan modification to which was not notarized until XX/XX/XXXX with our first payment due XX/XX/2018 in the amount of {$2400.00}. We had received an escrow analysis dated XX/XX/18 but was told to disregard it because of the modification. The analysis states that our escrow amount would increase to {$620.00}. On our modification, the new escrow amount has already been increased to {$620.00} to compensate for any shortage vs. the {$470.00} on the original loan. On XX/XX/18 I called Freedom Mortgage to ensure they received the signed modification paperwork and was advised that the payment was {$2300.00}. I received a call from XXXX XXXX stating the final payment after everything would be {$2400.00}. Later we received our first statement with the increased amount to {$2400.00}. We made our first payment on XX/XX/2018 in the amount of {$2400.00} on time. A few days later I received my new statement in the mail. This statement stated that my payment would increase to {$2500.00} to cover the escrow shortage. I immediately contacted Freedom Mortgage on XX/XX/18 and spoke with Reg ID # XXXX @ XXXX XXXX who stated that he did she the error and would put in a request to loss mitigation to make adjustments. He advised that when XXXX payment became due to pay the amount of {$2400.00}, but assured me this would be resolved quickly. I advised that I would like a call back on my cell phone XXXX instead of the home phone on file XXXX as we never answer that phone. I never received back until XX/XX/XXXX at XXXX XXXX to which was on my home phone. I returned the call on XX/XX/XXXX spoke with XXXX who advised that I needed to speak with XXXX who would call me right back after she finished up the call she was on. I never received a call back. I again called back and was told they would call me back to which I received on XX/XX/XXXX. I missed the call by a few minutes and then was never able to get the rep I NEEDED to speak with. I was advised that there still is no resolve to this issue. I expressed my concern as my XXXX payment is coming due. I asked if I should simply pay {$2400.00} but was advised not to because then there would be a shortage. I was told there is a 15 day grace period and that this issue would be resolved. Within the time from XXXX and XXXX I left 2 or 3 message for the Director XXXX XXXX as he helped me during the modification and he is the one who advised me of the {$2400.00} payment and advised me that the escrow increase was already taken into consideration. To date, I have NOT received a return phone call from him. I called Freedom Mortgage again today XXXX looking for resolve. I was advised by XXXX that there still isn't a resolution and attempted to connect me with either Mr. XXXX or the modification department. Neither were available. I again expressed my concern with wanting to make my payment but was told that later fees would be waived pending review of 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