Consumer complaint received 2018-10-02
Company: Freedom Mortgage Company
State: IN
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
Since purchasing my home in XX/XX/XXXX, my mortgage has been passed around to different mortgage companies like a hot potato. It has been sold, transferred many times. 

Each time the mortgage was passed on, we did not know about it for months. The current company that held it, Freedom Mortgage, stated that I should have received a welcome packet ( which I never did ). The process for paying the mortgage was difficult. The website was not helpful as several times I was believed to be on a payment plan thru automatic withdrawal through my bank. Inquiries that are sent to the company are only replied to thru US Mail with a letter stating that someone will contact me within 30 days ( I get better customer service resolution when XXXX messes up my order ). 

In XX/XX/XXXX, an error was discovered that my mortgage was not being paid properly. I was under the impression that things were coming out automatically through my bank. I contacted the lender and disputed this and stated that I would be sending in the missing amount for each payment ( via 6 separate checks through certified mail ). I did this and contacted them back days later to see if they had received it. They stated that they would be sending the checks back to me and that I had to send the payment via wire transfer through my bank ( which I did on XX/XX/XXXX ). This matter should have been resolved then and my account was to be made current ( which it was not ). After the payments had been applied, I was able to go onto their system and setup the automatic withdraw from my bank account which I made a physical copy of ( in the event that some screw up happened again ). I had also asked them to resolve the situation and was told that erroneous reporting on my credit report would be taken care of. I received a letter ( weeks into XXXX ) from the company stating that my account was current and that the matter was resolved. 
I later found out the matter was not resolved as the document had stated. Not only did they take the wire transfer money but they also ended up cashing the 6 checks ( for which I did not have enough funds to cover the amount in my bank ). So not only was I lied to about the situation being resolved but I was also the victim of fraud due to them keeping the checks and cashing them ( which caused multiple ISF fees which has affected my bank account balance as it was never resolved by the company ).

This situation was never resolved and the company did not continue to withdraw funds from my bank account to payment for the mortgage. I have mailed several times and issues complaints online to no resolution from this company. More recently, we found out that the mortgage was in foreclosure while we had attempted to sell our home. We received no mailing about this from the mortgage company, no phone call info

rming us of this and have seen multiple charges on the account about legal fees and inspection fees when nobody is inspecting the home ( we have a camera on our front door so we know if someone is at the door ). I contacted the attorney handling this case on behalf of the mortgage company several times asking them inquiring about how this could be in this situation and left them my name and never received any response either. I have complained several times about this and had sent in paperwork trying to get this mortgage resolved and get some kind of plan. I need this foreclosure sale or auction to stop and be given some kind of resolution, even if it may be temporary to fix this. Due to the errors and notes about the foreclosure on my credit report, I can not even take out a loan to fix this. I need some kind of help on this because no one from the mortgage company is helping me out and now it is leading to several health issues, one of which sent me to the ER several days ago.

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