Consumer complaint received 2023-05-06
Company: Freedom Mortgage Company
State: OH
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
My mortgage on my property was bought by Freedom Mortgage company in XXXX and a escrow analysis was done at the end of XXXX. I was in Florida at the time they did the escrow analysis and I did not have a payment coupon book which was sent to my primary home. I sent in the shortage lump sum to Freedom Mortgage for the escrow analysis, and I sent in my normal payment for XX/XX/XXXX since i paid the shortage. When I received my statement for XXXX, it had some outrageous amount on it. I called Freedom Mortgage on XX/XX/XXXX to straighten it out. I was told by the representative that my lump sum escrow payment was not applied and it was sitting in the unapplied funds. I was also told I have to pay the erroneous amount in order for Freedom Mortgage to correct the situation. Since he confirmed with me that the amount due was wrong and I did not have the extra money to pay it, I requested to talk to a supervisor. The representative argued with me for 5 minutes to the point of us yelling at each other before he finally relented and let me talk to a supervisor and her name was XXXX. After explaining the issue to her she promptly told us what my correct monthly payment would be which was approximately {$20.00} more than my prior payment. I promptly paid her that day for my shortage in XXXX and my XXXX payment at the correct amount. She then told me she would write a letter to the escrow department and make sure the lump sum escrow payment i sent in would be applied. So XX/XX/XXXX, I was current and up to date on my mortgage loan. XXXX assured me that she would contact the correct department to have my {$20.00} shortage from XXXX payment applied promptly. She advised me it would take a few days to go through. Since that day I have received numerous statements with incorrect payment information. I have received 2 hardship folders and received threatening letters stating they are reporting me to the credit department. I realized that obviously this was not corrected as XXXX told me. I have made numerous phone calls, written letters, fax messages explaining the situation as I am now. I have called XXXX the supervisor at her extension that she gave me and left messages for her to contact me because she told me to contact her if I had any issues. I have heard nothing back from Freedom Mortgage. In the meantime I am getting notices from my Credit Card companies that my credit score has fallen dramatically and they are closing my credit card, and I continue to get negative mail from Freedom Mortgage which tells me the situation is still not corrected. I have exhausted countless hours with this company trying to fix this and Freedom Mortgage is ruining my credit score. Obviously they are not going to correct the situation, so this is why I am asking for outside help. ( I am including two folders which has all my dates and payment records that explain the whole story from the beginning ).

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