Consumer complaint received 2020-04-06
Company: Freedom Mortgage Company
State: GA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
.I authorized Freedom Mortgage to withdraw my mortgage payment due in the amount of {$1500.00} by making online payment on XX/XX/2020. They illegally withdrew {$2000.00} from my BRAND NEW checking account with XXXX XXXX XXXX XXXX on XX/XX/2020 without my authorization causing my brand new account with them to be overdrawn. I phoned Freedom Mortgage on XX/XX/2020 when I went to purchase groceries and my debit card was declined due to this unlawful withdrawal of funds from my account by Freedom Mortgage. After holding over an hour, I was told by " XXXX '' in customer service that the reversal in the amount of {$530.00} would be processed and funds back in my account on XX/XX/2020. He said I did not need to send in any additional documentation or do anything additional. The funds did not get put back into my account onXX/XX/2020and I was forced to call out of work, as I did not have gas money to get to work with without these funds. So, I again called Freedom Mortgage on XX/XX/2020 to be told that I needed to provide my bank statement showing the funds came out of my account for the higher amount and it would take up to 10 days, which is completely unacceptable. I was further told the person I spoke to on Friday ( " XXXX '' ) had given me incorrect information as to their procedure for getting the funds reversed and refunded. I then asked for a supervisor and spoke to XXXX with ID # XXXX. XXXX indicated that she would expedite this due to the urgency of me not having food or gas money to get to work and am in jeopardy of losing my job if I again have to call off of work due to this error on their part and assured me she would personally walk this through to their cash department to be processed today and call me back by XXXX XXXX  on XX/XX/2020 before the end of her shift. None of that happened either and I am now facing job loss and serious financial damages due to this horrendous error that I have not caused. This is THEFT AND FRAUD by this company and I would like this investigated and penalties imposed accordingly. They were NOT authorized to withdraw funds in that amount from my account. I need this corrected immediately and the funds I am owed returned, along with ALL damages I have suffered as a result of this error by Freedom Mortgage. I can not wait 10 days for this money to be returned. I will lose my job and face losing my home as well. I feel this is being done deceptively and on purpose by this company to people that have a large amount of equity in their home so they can force foreclosure for their gain. This company needs to be fully investigated. I intend to pursue this with every agency possible until it is resolved to my satisfaction, including a court of law. I have been unjustly harmed by Freedom Mortgage and intend on making this company make this situation right. The mental anguish I have suffered worrying about how I am eating, if I am losing my job, etc. is unacceptable and will not be tolerated. With this COVID-19, I can not even go to the hospital for treatment without MORE worry of being further endangered by being exposed to this horrible pandemic. This is unacceptable at all levels. I should not be responsible for training their customer service staff to provide correct information the FIRST time I called either. These calls are " recorded, " so I suggest they pull mine made on XX/XX/2020 with " XXXX '' at XXXX for 58 minutes in duration to review that I was told nothing needed to be done on my behalf.

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