Consumer complaint received 2017-10-20
Company: Freedom Mortgage Company
State: CA
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
well in XXXX XXXX, XXXX Freedom Mortgage kept saying we owed them {$3100.00} so i had made them a cashiers check in the amount of {$2400.00} and a regular check for {$680.00} these were sent out certified mail. I had called to see if they received it they said that they had not and they told me to call back in a couple of weeks which i had done when i called back they said they only received the check for {$680.00} and not the cashiers check for {$2400.00}. Which i could not understand because it was sent together certified meaning someone had to sign for it. So i contacted my bank and asked for a stop payment on the cashierswell check and the bank checked to see if it was cashed and it was not and they gave refunded the money and we made another cashiers check for the same amount and we sent it right back out to freedom mortgage. They said they received that cashiers check and it was cashed on XXXX/XXXX/XXXX. Then in the month of XXXX of XXXX the first cashiers check for {$2400.00} that they said that they never received was found by them and they cashed it. Which means they had the payments for the month of XXXX {$1600.00} plus the cashiers check dated for XXXX XXXX, XXXX for {$2400.00} that was all cashed which added up to {$4900.00} by them cashing the cashiers check for {$2400.00} the second time that put our savings in the negitive balance which my husband and i had to pay back and our atm cards were frozen by the bank so it made it hard for us to pay all of our other bills due to them cashing this check and not wanting to return the money back to us. They said that the extra money will go to the next month payment which they said we would only owe {$500.00} for the month of XXXX XXXX. We paid the {$500.00} in XXXX and the month of XXXX XXXX we got a letter that said we now owe {$3000.00}. Now in the month of XXXX XXXX we had sent out 2 Checks 1 one XXXX/XXXX/XXXX for {$1500.00} and a 2nd one for {$1600.00} which totaled {$3100.00}. So far for the months of XXXX XXXX thru XXXX XXXX we had payed Freedom Mortgage a total of {$9500.00}. 
Now lets start in XXXX XXXX after paying all that money in the months before when i called Freedom Mortgage they said we owed {$370.00} for XXXX XXXX because we had {$1200.00} in unapplied which means they did n't use it that was money left over. Now in XXXX XXXX we made 4 money orders 3 on XXXX XXXX, XXXX. XXXX was for {$500.00} each and 1 for {$100.00} Then there was a money order made on XXXX XXXX for {$400.00} Now that was a total {$1400.00}. Now after the {$370.00} was taken from the total of {$1400.00} left us with a remaining balance of {$1000.00} for the month of XXXX XXXX which meant all we owe was {$620.00} remaining to pay for XXXX and after we sent in the payment for XXXX. Then we got a letter in the mail stating that they never received payment for XXXX XXXXand they said our payment was {$1600.00} when my payment was {$1600.00}. Now i did n't understand this because we had sent out 4 money orders and 1 check. Because everythime i called they said we were behind. So 2 money orders were made out on XXXX XXXX, XXXX. 1 for {$500.00} then the 2nd one for another {$500.00} then there was a 3rd money order made on XXXX XXXX, XXXX for {$650.00} and then the 4th money order on XXXX XXXX, XXXX for {$650.00} and then the check was made on XXXX XXXX, XXXX for {$1800.00}. So total for this month was {$4100.00}. So this amount would cover XXXX, XXXX, XXXX. When i called to see if they had received all my payments they said that they never received them then told me to call back in a couple of day 's. Which one week later i called back and spoke to XXXX and she said that they still did n't received the money orders or the check for {$1800.00}. So then XXXX told me that i had to request front and back of all the money orders and the check for {$1800.00} so they can see who cashed it. My husband and i spent over {$70.00} paying for all these copies because they lost the payments then as i got the copies in the mail i sent them in to there customer service center so they can apply it to our account and still till this day i have not received any call or documents stating what happen to those money orders and check.But we continue to pay our mortgage while we were going threw this in the month of XXXX there were to money orders that was mailed out one on XXXX XXXX, XXXX for {$350.00} and the second one was on XXXX XXXX, XXXX for {$850.00} then there was a check for {$950.00} that was done on XXXX XXXX, XXXX now between these payments they add up to {$2100.00}. Now this payment should have covered XXXX XXXX and some of XXXX XXXX. Now i also called Freedom Mortgage to see if they had received these payment they said they had received the check for {$950.00} but did not receive the money orders so i had to request again the front and back of the money orders so we can see if they cashed these money orders. So we can see if they cashed these money orders the 1 for {$350.00} and the other 1 for {$850.00} and again we still keep paying our mortgage and because they lost our payment they kept saying we were still behind but as you can see we were n't. When XXXX XXXX came we paid {$1800.00} in a check 1 check was made on XXXX XXXX, XXXX for {$900.00} then the other check was made on XXXX XXXX, XXXX for {$900.00} now my remaining balance for XXXX XXXX was {$510.00} that money was taken from the {$1800.00} that was mailed into Freedom Mortgage. Now My balance for XXXX XXXX was {$1200.00} and we owe {$360.00} left in XXXX XXXX then on XXXX XXXX, XXXX i electronically sent out from our bank {$500.00}. So now XXXX XXXX was covered and paid for. So now when i called Freedom Mortgage not only to find out about the money order from XXXX and XXXX XXXX still they had no answers for me so again i requested an audit of my payment and never received it but they still continue on tacking on late fees and property inspections fees. So now XXXX paid up and then we had {$360.00} in unapplied that is what XXXX XXXX said he is the one i was asking about the lost money orders. So now with the {$360.00} plus another electronically debit from our account on XXXX XXXX, XXXX for {$900.00} which gave us a total {$1200.00} which we owed {$470.00} for the month of XXXX XXXX. When i called in to make the payment they said that our house was going into forclosure and that they can not except anymore payments. So they never took the last payment of {$470.00}. Then we received our statement in the mail from Freedom Mortgage stating that we owe {$10000.00} because of late fees and they charged us with 20 counts of property inspections fees for the same day at {$15.00} a piece and they charged us NSF Fees for money orders that they lost and i let them know you can not charge us NSF Fees on money orders only checks. And they are saying that we have n't paid since XXXX XXXX until now. This company needs to be stopped with charging people all kinds of charges that do not apply or should n't even be there.

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