Consumer complaint received 2019-11-04
Company: Freedom Mortgage Company
State: GA
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
In XX/XX/XXXX I entered into the bi-weekly payment program with Freedom Mortgage. Initially I was denied because they erroneously stated that I was not eligible, however I was eligible because I was paid in full one full month ahead. So they started the Bi-weekly payment program at my request on XX/XX/2019. Everything was fine until XX/XX/2019 when they took the payment out of my savings rather than the checking account. Which resulted in Insufficient fund fees from both the mortgage company and the bank. I called about this in late XX/XX/XXXX and was informed that I had entered the savings account information. To which I disputed, I asked for proof of that account being entered by me on their website, I was told that they " do not keep track of payment information '' .... In XX/XX/XXXX, I requested that someone at Freedom Mortgage do an audit on my account or provide me with an itemization of all transactions associated with my account because the mortgage representative stated that I was not ahead on my bill and was actually behind. After speaking to multiple representatives and my own research, The extra payment was applied to the principal balance. From XX/XX/XXXX until XX/XX/XXXX I called a spoke with multiple representatives about this misapplied payment and asked for it to be applied to my house payment as it was meant to be. I received a different answer and reason for this each and everytime I called. The last week of XX/XX/XXXX, I was finally informed that this " misapplied '' payment was sent to the principal amount and could not be returned because Freedom Mortgage is unable to get a refund from their investors. I called 3 times in late XX/XX/XXXX, to get my house payment caught up. The last person I spoke with was specifically asked and told by me, That when I made my payment on XX/XX/XXXX ( for XX/XX/XXXX) that I would be caught up and due again the following day XX/XX/XXXX. I informed the representative that I would be making a payment on XX/XX/XXXX and another payment on XX/XX/XXXX. This morning I learned that that partial payment was not applied to my monthly payment but rather sent to the principal balance once again. Therefore, I am now behind again due to the misinformation and lack of response by Freedom Mortgage concerning the applications of my payments as well as the bi-weekly payment plan option. I asked that the partial payment that was again misapplied to the principal balance on XXXX XX/XX/XXXX be applied to my XX/XX/XXXX payment as intended and discussed with the Freedom Mortgage representative the last week of XX/XX/XXXX. They informed me that once again, they can not apply the payment as I intended because they cant get the money back from their investors. I have been with Freedom Mortgage for a few years and never had a problem until I backed out of a refinance with them in XX/XX/XXXX or XX/XX/XXXX. I feel that these ongoing issues are retribution for me not proceeding with the refinance. The reason I did not proceed with the refinance was because their mailer said I could refinance for nearly $ XXXX and while going thru the process, it turned out that I could only refinance for $ XXXX. If the mailer had said $ XXXX I would have never went thru the process of attempting to refinance nor would I spent {$350.00} on a VA appraisal. So, since XX/XX/XXXX, Freedom Mortgage has misapplied 2 partial payment to my principal balance. as well as cost me {$350.00} for a VA appraisal that I was mislead into purchasing. 
My complaint has arisen for this XX/XX/XXXX payment being misapplied and refusing to return the money to the rightful allocation ( Monthly Payment ) due to inept customer service and lack of information provided by Freedom Mortgage. When I call Freedom Mortgage, I have to explain all of this to each representative because they have no idea what they are talking about. I can see more information from my home computer than the representative can on a company computer. 

I have spent 3 months and spoke to at least 15 representatives at Freedom Mortgage, each with their own excuse, reason and solution, only to be shafted once again.

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