Consumer complaint received 2021-04-09
Company: Freedom Mortgage Company
State: PA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
I applied with XXXX  XXXX  XXXX XXXX XXXX XXXX to refinance my current mortgage with Freedom Mortgage. Of the documents that I needed to supply XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX one was a XXXX day pay off letter from my current mortgage company - Freedom Mortgage. I requested a XXXX  day pay off letter on approximately XXXX from Freedom and received it via email on XXXX. That letter is dated XXXX. I then had settlement with XXXX on XXXX. On XXXX, I called Freedom just to make sure that their auto draft system was up to date with my mortgage having been refinanced with XXXX the week before, and that my half mortgage payment ( due to an XXXX XXXX program ) would not be automatically deducted on XXXX, as would have been appropriate prior to the refinance. I was informed, via phone, at that time, that there was still a small balance remaining, that my account was not paid off or closed, and that the {$600.00} deduction would indeed be occurring on XXXX. I disputed this, as XXXX indeed paid the full amount that Freedom stated on their XXXX day pay off letter. I was then sent a 2nd XXXX  day pay off letter dated XXXX. This shows the payment made by XXXX but did not reflect my {$600.00} payment made on XXXX. It does include the {$600.00} payment I made on XXXX ( also after the 1st XXXX  day pay off letter was sent to me by Freedom XXXX. It also improperly lists a {$48.00} late fee, which XXXX XXXX from Freedom Mortgage verbally admitted on XXXX was a mistake. It still lists funds in escrow, which seems unnecessary as they no longer should be holding any part of my mortgage, nor do they need to pay taxes or insurance on my behalf. During this call, I asked XXXX XXXX to have my account checked from XX/XX/2018 through the present, as I started the XXXX XXXX program during XXXX and XX/XX/2018 - full month mortgage payments made XXXX, XXXX, XXXX and then half payments made XXXX, XXXX, XXXX and every other XXXX  through XXXX. Instead of just paying one month ahead to start this program, I opted to pay two full payments, to always remain one full month ahead on when my payments were due. On XXXX, XXXX verbally promised that no interest would continue to accrue beyond XXXX, as the 2nd XXXX  day pay off letter mentions interest through XXXX. On XXXX, I put a stop payment on any charges that Freedom would try to deduct from my bank account, and Freedom indeed attempted to withdraw my regular payment of {$600.00} on XXXX. XXXX seemed to best understand, amongst the personnel that I dealt with at Freedom, the problem and supposedly still XXXX as of my writing this on XXXX ) is petitioning that I should not owe anything. After not hearing back from XXXX XXXX, I received a 3rd XXXX  day payoff letter that evening via email. I did not hear from XXXX the morning of XXXX, I then called and was promised that he would return to the call after XXXX ( to my wife, who is authorized in writing with Freedom to speak and act on my behalf, as I was leaving for work ). That return call never happened. I contacted Freedom again on XXXX, and upon not being able to reach XXXX, I was sent to XXXX XXXX XXXX ID # XXXX I think ), who gave me a new pay off figure, alleging that I owed that instead of the figures on the XXXX XXXX pay off letters and advised that if I did not pay the balance by XXXX that I would indeed owe interest through XXXX. I was then finally transferred to XXXX who promised that my account was frozen and no interest beyond XXXX was accruing. XXXX advised that he was XXXX % confident that this would be resolved before the close of business that day. A few hours later I was emailed a 4th XXXX  day letter, approximately {$500.00} more than XXXX told me by phone. XXXX warned that this would arrive and claimed that every time a Freedom employee was in my account, that a XXXX  day letter auto generated and emailed itself to me. XXXX called me on XXXX and promised that he was indeed still working with the appropriate parties within his company to get this resolved and that I likely should not owe anything. As of late the night of XXXX, when I am filing this complaint, I have not heard from anyone at Freedom since. I have been in touch during this ordeal with my new mortgage company, XXXX, so they are aware of this situation that Freedom has saddled me with. I do not believe that I owe Freedom anything, and if anything, I believe that they owe me a refund of one full month 's payment.

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