Consumer complaint received 2021-03-11
Company: Freedom Mortgage Company
State: MA
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Trouble during payment process

Complaint:
My mortgage was transferred to Freedom recently. On XX/XX/XXXX, I wanted to make a payment for half the XXXX amountdue. I was going to make the rest the week after. However, when I made the XXXX dollar payment on the website, it went to principal only, which was not what I intended. 
On XX/XX/XXXX, when I logged on to make the remaining payment, I realized what had happened. I knew it had been applied to principal because it was still showing the full amount due. I called Freedom and they said they could process a refund after 10 days, so call back on the XXXX, because that would be the 10th day. ( Call 1 ) XX/XX/XXXX, I called and was told by a man that I would receive the refund in 24-48 hours. ( Call 2 ) XX/XX/XXXX, it had been 48 hoursand I had not received the refund. I called and spoke to a woman. She said I did not receive the refund because I had not provided my bank account information. Why didn't the man ask me for it on the phone? I gave my bank account info anywayand remained polite and respectful. He made a mistake, no big deal. I was told my refund would arrive in 24 hours. ( Call 3 ) XX/XX/XXXX, I called and spoke to XXXX who told me I hadn't received my refund because I hadn't given proof of the transaction leaving my account. Then she said, I see that it was more than 10 days ago, so you won't need proof. I asked what I should do, and she said she didn't know. I asked to speak to a supervisor. I spoke with XXXX and she told me the same thing. She told me she would work with the dept who processes the refunds and tell them to put it through. She assured me I would have the money in 24 hours maybe the day after. She told me I did NOT need to send proof. She told me my refund would arrive Friday or Saturday, which was 1-2 days from then. I thought it was finally figured out because she was so reassuring on the phone. ( Call 4 ) XX/XX/XXXX, I called and spoke to a man who again requested proof, then again said I do NOT need to send proof because it had been over 10 days. I did not send proof because I was told not to ( twice ) ( Call 5 ) XX/XX/XXXX, I received a vm from XXXX but I was at work so I called back. I called twice. Once I spoke to a woman and she said I needed to provide proof. I explained what had been happening and requested to speak to XXXX. No one could find XXXX. I did not have her badge number, that was not their fault. XXXX took a message for her. I asked for a call back in about 40 minutes because I was going into a doctor 's appointment. ( Call 6 ) The second call on XX/XX/XXXX, I was informed XXXX was out of the office that day, and I explained the situation again and asked to speak to a different supervisor. I spoke to XXXX XXXX. He said when they told me I did not need to provide proof, that was misinformation. Every time they send the request to the dept that processes refunds, they reject it because there was no proof that the XXXX was deducted from my account. Then, I am told repeatedly by customer service, even a manager, that since it has already been 10 days ( much longer at this point ) I should NOT need to provide proof. I sent proof to XXXX and he confirmed he received the email. He said he worked 11-8 the following day and would check on it as soon as he got in, and throughout the day. He said the refund processing usually takes 24 hours. ( Call 7 ) At this point I had made at least 7 calls and spoken to I think 9 different people, including 2 managers or supervisors. It has been 3 weeks or about 21 days since I made the 700 dollar payment and I have received no refund as promised multiple times. When I call, I am told something different every time. I have not heard from XXXX. XX/XX/XXXX, after almost 24 hours, I emailed him again asking for an update. Today is XX/XX/XXXX and I emailed him again this morning. 
I would like this issue escalated further. First, I would like a written promise date for my refund to be released to the bank. Then, I would like to find out why I was given misinformation so many times. They even gave me 2 different amounts that I needed to provide proof for. I would like a written promise date, a reason for everything that has happened, and I would like my refund by the end of the day Friday, XX/XX/XXXX. I have also written to Consumer Affairs, the XXXX  and the Attorney General. 
Thank you, XXXX

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