Consumer complaint received 2019-01-08
Company: Freedom Mortgage Company
State: NV
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
The servicing of my FHA loan was transferred over to Freedom Mortgage. I have a 30 year fixed rate and my payment with P & I, MI, Taxes and Insurance is {$1100.00}. I have had this loan for five years and have always made my payments on time. From the first month Freedom took over they raised my payment and it has fluctuated from {$1200.00} to {$1300.00} every month. I have called in almost every month and get a different person that tells me a different story no one can tell me why my payment has went up. The customer service reps are just rude and they do not care. They have no intension of helping anyone to correct their errors. I recently wanted to refinance my loan to take cash out of my equity. I called Freedom since they have my loan now and the loan they wanted to give me was total FRAUD. The numbers kept changing and the cost kept going up. I called the mortgage company that originally processed my home loan and they looked over the loan app and loan estimate from Freedom. There were so many errors on it so I immediately told Freedom to cancel the loan as I hadn't signed the documents yet and I went back to my original mortgage company. When my loan officer pulled a mortgage payment supplement because the original credit report was only reporting through XX/XX/XXXX and there were no lates, a 30 day late for XX/XX/2018 showed on the tradeline. I have never been 30 days late, ever,  on any of my bills. I always pay over the phone so they take the payment directly out of my bank account. I even have the conformation from Freedom Mortgage that my payment was made on XX/XX/XXXX and that there was no amount due and my next payment was due on XX/XX/XXXX, which I made on XX/XX/XXXX. Every time I would call I would get a different story and one rep even said that we see your payment but it wasn't processed in, it was just sitting in limbo and basically sorry for your luck. I wasn't even aware of this until the credit company did a 3-way call with Freedom and myself to verify my mortgage history. And when the lady from the credit company was talking to Freedom they hadn't even processed my XX/XX/XXXX payment and it was the XX/XX/XXXX, the credit report was pulled on the XX/XX/XXXX. She finally got them to process it the next day, the XX/XX/XXXX. Again they were sitting on the payment and not posting it and if it wouldn't have been for the rep at the credit company it might possibly went over 30 days. They sat on my payment for almost a month. After talking to several reps at Freedom they were going to remove the late and credit my account {$300.00} for all the late fees they attached that the payments were not late. I have all of my bank statements showing all my payments the entire year Freedom has had my loan. They are all made from the XX/XX/XXXX of the month to the XX/XX/XXXX and some of them even before the XX/XX/XXXX. To date, nothing has been done and the loan I'm applying for now is ready to close. The only condition they need is the mortgage history supplement which can't show any lates. My loan officer has been trying to get them to take it off, She has faxed several  times all the documents showing I have not made any 30 day late payments but they are giving her the run around also. She faxed the documents over a week ago along with my authorization form. She waited 48 hours like they told her and called them back and was told they have our documents but they aren't indexed in yet and to call back the next day. When she did call the next day she was told they never received anything. So she asked them how they wanted her to send them again so they would received them as they were faxed twice and no one seems to know where they are at. She was told to email which she did and even got a reply email from Freedom that they received the documents. Again she waited 48 hours and called Freedom just to be told they never received anything and even after she offered to send them over a copy of the conformation that she received from Freedom she was told there was nothing they could do. I have all of my paperwork showing I have made my payments and they have all of my calls recorded with the reps promising to fix it and credit my account and still they are not fixing it they just keep raising my payment. I told them about all the mistakes on the loan app that they wanted me to sign and no one could give me an answer on why and what the correct numbers would have been. At this time my loan with my original mortgage company is put on hold until the 30 day late is removed. The appraisal is done and paid for and we are ready to close and now because Freedom Mortgage incorrectly reported my mortgage payment the loan could possible be denied if it goes on much longer. Freedom will not send over the current payoff for my mortgage to the processor that has been requesting it for two weeks now. The loan will not close if they don't have a payoff amount. I was taking cash out to start up my new business and this really puts me in a bind all because Freedom Mortgage won't correct their error. And from looking at all the other 934 complaints it looks like something should be done to shut Freedom Mortgage down and to issue strict penalties and be made to correct their errors and reimburse their customers for the money that they have illegally taken from them. It almost seems they are just doing this because I caught all the fraud and errors on the loan I was applying for and went to another mortgage company and this is just a way to stop me from getting my loan because every payment was fine until XX/XX/XXXX and that is when I told them to cancel my new loan and all of a sudden an incorrect 30 day late shows up on my credit report that they have admitted is incorrect but won't do anything to correct it and that is illegal.

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