Consumer complaint received 2020-09-01
Company: Freedom Mortgage Company
State: OH
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
My loan is a VA Guaranteed loan and it is a Re-Fi. My first payment was due on XX/XX/XXXX. Although I did not receive a statement I did contact Freedom Mortgage before my payment was due to find out how much my payment is and where to send the payment. 
I did get my first re-fi payment to Freedom Mortgage on XXXX however the payment was due on XX/XX/XXXX. I was told that the payment was still within the " grace period '' of 15 days and everything would be fine and no negative entries would be made into my credit record. 

To this day I still do not receive a statements in time to make my payment on time. In fact most of the time I do not receive statements at all to make my payment. 


The following is when my problems started with Freedom Mortgage : The onset of this problem started on XX/XX/2020 when a representative from Freedom Mortgage stated that their institution did not receive a payment from me from the month of XXXX. With that being said I sent a payment. A couple of hours later I deciede to check with my bank only to find that I did make a payment on XX/XX/XXXX. 
I called Freedom Mortgage and explained to them what happened ( above paragraph ) and requested my duplicate payment for the month of XXXX back. I was told that they would send the payment back to me in 2 days. I did not receive my payment in the stated two days and requested my payment once again. 

After weeks later with hours and hours spent on the phone with Freedom Mortgage, I finally received a check from Freedom Mortgage to replace my duplicate payment on or near XX/XX/XXXX. I deposited this amount back into my checking Account with XXXX. 

The above is what I believe started the problem with Freedome Mortgage tracking my scheduled payments and they have claimed since XXXX that I have been delinquent or behind in my payments. At this point let me say that I have made every scheduled payment and I have all of the bank records. I have even spoke with my banking institution for verification that Freedom has received every scheduled payment and that they have cashed my payments. 

Freedom Mortgage still insists that I owe for the month of XX/XX/2020 even though I have proof that the payment has been made. I have spent approximately 28 hours on the telephone with Freedom Mortgage trying to straighten out their mishandling of my account. I have emailed to them all of my cancelled checks and financial transactions made with them concerning my account which shows I have made all of my payment however I normally get a different person each time and everything has to be explained all over again. Sometimes the person I speak with gets it and sometimes they can't figure it out.

I spoke with one woman named XXXX who said she would fix the account because she found their mistake however I never heard from her again after she said she would send a detailed explanation to the correct department within their institution explaining where the problem is or was. She also stated I do not owe on my account and that I was completely correct. 

After 60+ days Freedom Mortgage still claims I owe them a payment and I have received letters that they are charging me late fees more than once however I can not receive a statement from them to make my payment. 

Again, I have all bank documentation proving that I do not owe Freedom Mortgage and that I am current in my payments. I also have every telephone conversation recorded with Freedom Mortgage recorded backing up everything I have stated in this complaint. 
After 60+ days of Freedom Mortgage not being able to understand that I have made all of my payments I am beginning to believe that this is intentional and harassing a XXXX veteran for whatever reason. 

I am in my XXXX 's and I am very ill. I am getting ready to sell this property to move my wife close to her family because of my poor health caused from fighting in XXXX. I am sick and tired of the harassment and or the continuous errors made by Freedom Mortgage. 

Professionally, XXXX XXXX XXXX

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