Consumer complaint received 2018-04-24
Company: Freedom Mortgage Company
State: NJ
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
The complaint is about a payment behind proved and admitted by Freedom Mortgage to be fix today. Freedom mortgage is the correct servicer on my account # XXXX. This mortgage was transfer in XX/XX/XXXX from XXXX. As you will see in the documents attached, There is a claim since XX/XX/XXXX, originally with XXXX servicing time. For the last 2 years me and my attorney XXXX XXXX, have trying hard to engage on a face to face meeting with XXXX and they have ignored us, some inquiry was responded with a completely different content than the inquiry subjects. I sent RESPA letter register, that was never answered, Certified letters, numerous phone call without results. I enclosed the letters as reference to show my attempts to solve the situation without success. 

Freedom Mortgage at beginning was engaged in analyze the documentation and work with me, analyzing the documentation. After they admitted that the documents I submitted show no payments behind, they told me that XXXX contact the XXXX to they transfer XXXX credit XXXX the payment to Freedom Mortgage. I try, but the answer from XXXX to my calls was negative due to they state that they weren't the servicer on the account and I should contact Freedom Mortgage. After spoke with XXXX XXXX my attorney, who told me that the responsibility for the account rely on the current servicer, we contact Freedom Mortgage ( XX/XX/XXXX ) from XXXX XXXX office, spoke to a supervisor name XXXX ID XXXX. After a explanation the situation, and that my intentions was to pay if I old, otherwise Freedom Mortgage should correct the account and make it current, and clear my credit report proportional to the time the error was sustained. We request a " face to face " meeting in any Freedom Mortgage branch in NJ. It was granted by XXXX and he generate a TICKET for the meeting be arranged and told as that we should receive a call and a email with the date and local for the meeting no later than XX/XX/XXXX. On XX/XX/XXXX, no contact was made, I call Freedom Mortgage to found out, and have been told that the meeting request was dismiss due to the loan do not qualify for a face to face meeting. I report to my attorney the answer and he was about to sent a certified letter to claim a solution. Next morning I call Freedom Mortgage again and after severals calls, the last one, after the representative statement about that call was recorded for training purposes, I asked him if I could record the conversation to and he say YES, and I did XXXX file attached ), after explain the matter over, I got ta a hold on gentleman name XXXX ID XXXX from Special Handling Department. He was very kind and start analyzing with me the documentation I sent in, after some times placed in a hold for documents analyses, he finally came with a solution. In accordance with XXXX ID XXXX, the error occur in XX/XX/XXXX, when XXXX apply my XXXX payment direct to the principal ( showing on XXXX Detail History attach ), in accordance with him, the payment should be reversed to the account, deducted from the principal ( {$2200.00} ) and complement with the {$780.00} unapplied funds in the account, it make one month payment {$2600.00}, that should correct the error. As he also informed me in the same conversation XXXX audio file attached ), the fees pertinent to the error should also be voided and in regarding to my credit report, it would take a little more time, due to, it should be sent to the credit bureaus in writing, erasing negative records back to XX/XX/XXXX. He gave a date to the modification be effective XX/XX/XXXX. It was great was the solution for 2 years of fighting to solve the problem and finally I had it RESOLVED. 
XXXX XXXX XX/XX/XXXX XXXX, I received a call from Freedom Mortgage rep. trying to collect the past due amount. I proudly explained to him that the dispute was resolved and it should be a note or the entire correction on his screen. He look at ready the ticket contents back to me, it was matching the above outcome made by XXXX ID XXXX, but he could not see the correction made, he ask me for hold, couple minutes he came back and told me that he was about to transfer me back to XXXX ID XXXX. XXXX came and apologize that his outcome could not be effective, due to it was so far behind, the company see the error but can't correct it, unfortunately my account will continuing behind, nothing they can do about. 
Honestly, I do not understand what kind the business this company are doing, they look like don't have a respect for the Law and the regulations. Resuming, they admitted the error exist is point to the date it occur XXXX XX/XX/XXXX XXXX but can't be fixed., AMAZING!!!!! 

Also I am officially place a complain against XXXX, under the accusation of predatory lander. XXXX " Detail History '' is a mass, they adding and subtract numbers to confuse and hide the illegal withdraws on scroll account and to hide others disbursements. Look at the history line by line and see if you can follow it up! XXXX against RESPA regulations made several withdraws on the scroll account 3 months some time 4 months in advance for pay taxes. I only discover it, when wasn't no place to look for the error. I realize that analyzing only the XXXX Detail History, wasn't real anything. I decide confront their dates with the City of XXXX Taxes Office XXXX XXXX XXXX XXXX   XXXX ) than find that the scroll analyses was fake, they was drawing money anticipated ( they may are doing it with many customers, and applying the money ). This drawings unbalanced the account creating deficits and the necessity of increase mortgage monthly payments to cover their unlawful draws. Find attached the spread sheet with contents of dates and amounts disbursed on the scroll account. XXXX is a predate and should be investigated.

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