Consumer complaint received 2018-02-22
Company: Freedom Mortgage Company
State: OH
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
I went into foreclosure with my mortgage company and the loan was sold several days later to a new servicer ( Freedom Mortgage ) on XX/XX/XXXX. I requested a reinstatement amount and told me I would have to wait until it was sent out. The first reinstatement letter from the Freedom Mortgage was date XX/XX/XXXX for {$7100.00}. I then called to make the payment and was told I could make the payment but would have to wire the funds. I then called my bank to find out how to do so and then called Freedom Mortgage to get the wire information. At that point I was told I could not make the payment and would have to call the attorney handling the case. I then called the attorney 's office and was told they do not have the case in house at that time. I then call Freedom Mortgage back to request a reinstatement letter in order to get current. I received my new reinstatement letter one day after the date the funds were due by. The letter was dated XX/XX/XXXX, mailed XX/XX/XXXX, and I didn't receiver the letter until XX/XX/XXXX. The due date on the letter is shown XX/XX/XXXX given me no chance at all to make the payment within the deadline. The amount on this letter was for {$10000.00}. I then called the servicer once again to verify that I can still pay this amount and was told no one in the office was there to make this decision and I will have to call back XX/XX/XXXX to confirm. I did call back on XX/XX/XXXX and was told that I would in fact need a new letter but this time the letter would also be emailed to me to make sure it was received in a timely manner. The letter was not emailed to me in fact it was dated XX/XX/XXXX, mailed XX/XX/XXXX ( which is a Friday, and I did not receive it until XX/XX/XXXX, and it was giving me until XX/XX/XXXX to make the payment. I then called Freedom Mortgage ( the servicer ) once again to confirm that I would have enough time to transfer funds and get to my bank to submit the payment and I was told as long as I made this payment within the month of XX/XX/XXXX I would not be charged additional fees. I made previous mention to Freedom Mortgage that I would need some time to transfer funds because the amount of the reinstatement continued to change and I had no idea ahead of time what that amount would be. The new reinstatement amount dated in the letter was for {$12000.00}. On the morning of XX/XX/XXXX I had completed all transfer of funds to wire the total of {$12000.00}. I first called Freedom Mortgage to confirm the wire information and the amount in which they confirmed and then then made the wire transfer that morning. I then received a letter from Freedom Mortgage stating that my funds were received and I was no longer in foreclosure with the new mortgage payment amount of {$1300.00} due XX/XX/XXXX with a grace period of XX/XX/XXXX. On XX/XX/XXXX I logged on my my Freedom Mortgage account to make the aforementioned payment to find XXXX additional charges listed simply as " fees ''. These charges totaled somewhere around {$1000.00}. I was unable to make my regular scheduled mortgage payment so I had to set time aside the following week to investigate the issue. After a lot of back and forth as to what the charges where even for Freedom Mortgage simply said they I paid the reinstatement a day late so I was charged an additional {$1000.00} on XX/XX/XXXX, more than a month after the reinstatement payment was made and accepted. I have full documentation for all the dates listed here and again was told that I could make the payment within the month of XX/XX/XXXX. These fees are excessive and unfair business practices not just for a borrow but for a veteran who has done everything he can within reason to justify the situation.

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