Consumer complaint received 2020-09-03
Company: Freedom Mortgage Company
State: FL
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account information incorrect

Complaint:
My mortgage was sold from XXXX XXXX  to Freedom Mortgage on XX/XX/2020. 
On or about XX/XX/2020 I received a phone call from Freedom Mortgage ( FM ) asking if I wanted to refinance my mortgage at a lower rate. I agreed to do the REFI. Mid XXXX I received a monthly bill for the payment of XXXX 'S mortgage payment. During my prior conversation with the REFI individual, XXXX XXXX, I was told that I wouldn't have to pay XXXX 's payment and possibly XXXX 's either. I again questioned XXXX concerning the XXXX payment. There were multiple calls and emails at this time about the delay 's in getting the REFI done and when we would close. The closing of the REFI was excessively delayed. I ended up paying both XXXX and XXXX 's payments. The XXXX payment was also sent in on time. 
# # # Here in lies the problem. AT NO TIME WAS I EVER GIVEN A BILL FOR XXXX. I NEVER RECEIVED ANY COMMUNICATION FROM FM OF A PAYMENT DUE NOR DELINQUENT FOR XXXX! Because the XXXX auto withdrawl was always on the second of the month, I initially assumed it was taken out of my checking. When I received my checking statement in XXXX ( for XXXX ), I found out the auto payment wasn't taken out. Since I had heard NOTHING from FM, I then assumed XXXX had used my Escrow monies to make the payment ( I learned later that this was illegal ). I requested a statement from XXXX which subsequently showed the XXXX payment as being PAID. 
During this whole absolute disaster of a deal, there was miss information, unnecessary delays and in some cases outright lies. It has been 6 months for a simple REFI. I have spoken to over 20 individuals, spent hundreds of hours on the phone ( mostly on hold ) trying to get answers. 
On XXXX or XXXX XXXX I mailed in the XXXX payment. The very next day, XXXX XXXX, I received a phone call from FM Scheduling Dept informing me that the closing would take place on I believe it was on or about XXXX XXXX. I mentioned that I had just mailed in my XXXX payment " yesterday. '' I was asked by the FREEDOM MORTGAGE scheduler if I could " stop payment on the check. '' I responded that I could and went to the bank on the next day and did so. The closing was then changed to XXXX XXXX. After reviewing the closing documents, I discovered an " apparent ' error and said I needed to speak to someone about the numbers. I was told there's no one I could speak with directly ( again a huge problem with the way FM does business ) to get an explanation.. 
# # # In speaking to a FM manager ( XXXX XXXX  ) in XXXX, I sent in bank statements, cancelled checks and XXXX XXXX statements. Both he and I were at a loss to figure out why the numbers were wrong on the closing statement. Mr XXXX later found out that Freedom Mortgage, WITHOUT INFORMING ME, was taking each payment and applying it to the PRIOR month. When I stopped payment on what I thought was the XXXX payment due to the impending closing ( and as directed to do so by a FM scheduler ), it was construed by FM that I was stopping payment on the XXXX payment. 
AS A RESULT, THEY FILED A NON PAYMENT WITH THE CREDIT BUREAU, I LOST 50 POINTS ON MY CREDIT RATING AND WAS SUBSEQUENTLY PREVENTED FROM REFINANCING WITH ANY OTHER COMPANY.. This transpired because of Freedom Mortgage 's total lack of communication, the inability of consumers to get accurate information, incredibly excessive phone hold times, new personnel who evidently have a lack of knowledge of procedures and a total lack of coping with purchasing thousands of new mortgages and not having the personnel to deal with customer service .In my numerous conversations with FM personnel, I was never informed about where my payments were credited and that I was behind one month in payments.I sent in bank statements, cancelled checks and XXXX XXXX information. 
Throughout this entire 6 month process, I did what I was told to do by Freedom Mortgage. In my 50+ years of home ownership I have NEVER missed a mortgage payment nor been treated so horribly. During this frustrating process I mentioned that I could get a much lower rate ( 2.5 % ) than the FM rate of 3.25 %. Freedom Mortgage, who already has my mortgage, has NO incentive to fix this problem that THEY created. If they mess up my credit report by filing a non payment, it would make it impossible for me to get a mortgage from any other bank. 

# # # Finally, The negative credit report was due to Freedom Mortgage 's failure to notify me of a payment due for XXXX thus producing incorrect closing numbers, late payments ( reverted to prior months ), and hundreds of wasted hours on the phone, the inability for me to acquire a better rate, and {$1500.00} lost in lower interest payments for he delays in closing. 
The transfer of mortgages is protected by Federal Law for just such situations. Banks taking advantage of consumers. I feel this is exactly what transpired here. ....

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