Consumer complaint received 2019-07-08
Company: Freedom Mortgage Company
State: VA
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
SUBJECT : RETURN OF FUNDS FROM DOUBLE MORTAGE PAYMENT IN MONTH OF XXXX On or about XXXX XX/XX/2019 I authorized a monthly ACH draft from my XXXX XXXX checking account for the purpose of paying my mortgage to Freedom Mortgage. By XXXX XX/XX/2019 I had not received any form of written communication from Freedom Mortgage that verified the ACH draft would take effect. Therefore, on XXXX XX/XX/2019 I paid my mortgage payment via my on-line banking with XXXX XXXX. On XXXX XX/XX/2019 I finally received a letter ( dated XXXX XX/XX/2019 ) from Freedom Mortgage that stated my ACH draft request had been processed and that my XXXX checking would be debited on XXXX XX/XX/2019. I immediately called Freedom Mortgage and was told that it was impossible to stop the ACH draft on that day, and that I should attempt to stop the payment of the draft by my bank ( XXXX XXXX ). I called XXXX and asked that the draft not be honored. XXXX XXXX took all the pertinent information but stated that if the draft had already executed, it could not be stopped. And it was not stopped. 

Therefore, it is clear that I made two XXXX mortgage payments to my loan with Freedom Mortgage ; one was in error. I need one of those payments returned to my XXXX XXXX checking account. Both I and my wife are retirees and live on a very fixed income and budget. The {$2200.00} that made the second XXXX mortgage payment are the funds needed for our living expenses and other bills for the entire month of XXXX. 

After speaking to a Freedom Mortgage representative by phone on Friday, XXXX XX/XX/2019, I faxed to Freedom Mortgage the information above and a copy of my XXXX XXXX checking account information showing both payments had posted ( been paid ) to Freedom Mortgage. The Freedom Mortgage representative had provided me their fax # XXXX, which I used. On Monday, XXXX XX/XX/2019, I called Freedom Mortgage Customer Service # XXXX to inquire as to the status of my request for return of one of the two XXXX payments I made. I spoke with XXXX, id # XXXX, in XXXX, Indiana. I was first told that once the request had " been processed '', a check would be sent to me. I asked why an electronic transfer could not be made directly to my checking account. I was put on hold for several minutes. I was then told that " XXXX '' had told XXXX that once my fax " had been found '', she would have an electronic transfer made to my XXXX XXXX Checking account, and that would take 5-7 days. I expressed my disbelief that an electronic transfer takes 5-7 days, and asked to speak with XXXX 's supervisor. I was again put on hold for several more minutes. I was then told a supervisor was not available I requested to make an appointment with a supervisor and that request was denied. The supervisor in question is " XXXX '', also in XXXX, Indiana. In the final analysis, I received no confirmation that my fax had been located, nor that I would receive my funds any time soon.

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