Consumer complaint received 2018-11-15
Company: Freedom Mortgage Company
State: OK
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
Some time during the month of XX/XX/XXXX Freedom Mortgage sold my loan to XXXX XXXX  I received noticed on XX/XX/XXXX. However on XX/XX/XXXX Freedom Mortgage drafted my bank account for loan payment that came due I noticed this on XX/XX/XXXX on their website where I make payments it showed where it was drafted XX/XX/XXXX but it was reversed on XX/XX/XXXX. I called Monday XX/XX/XXXX to inquire about the reversal I was told it would take a couple of days it was done electronically. So I waited a couple of days still not returned to my bank Wednesday XX/XX/XXXX I called again questioning the money that was taken out I was then told give it till Friday. By this time Im worried cause now my bank account goes negative balance because of the other bills that came out so I have to go take out a loan because the money freedom took out is still not replaced. Friday XX/XX/XXXX I call freedom mortgage again asking for my money to be put back into my bank because I have made my house payment to the new mortgage because I dont want my house payment to be late. I was then told another story now the date to expect it is by XX/XX/XXXX I had told them that they take the money out electronically and they get it in one day but when you supposedly show you reversed the payment you give me all these dates electronically shouldnt take very long for my money to be returned. So I call again Monday XX/XX/XXXX spoke to XXXX questioned my money once again this time Im told another story now they tell me they sent my money to the new mortgage holder I had told them they they in fact did not he insisted thats where it went. I get off the phone with him call my new mortgage holder ask if they had received any money from freedom mortgage because Ive done made the payment I was told by XXXX XXXX  they have no record of any monies from freedom and that if it was sent to them it would have had a tracking number and that the only money received was from me when I made the house payment. I get off the phone call freedom mortgage right back and tell them once again they did not send my money to new mortgage holder and that the money needs to be put back into my bank account. This time Im told you do know your loan was sold I said yes but that you have taken {$680.00} from my bank that you say you have returned to my bank and as of today its still not in there I was put on hold so that the matter can be looked into he comes back on the phone tells me its now a enternal problem and they are giving themselves till XX/XX/XXXX to have this resolved because now they dont know exactly where my money is he told me its in a XXXX and not sure where the money will be placed. So as of today XX/XX/XXXX I have yet to receive the reversal they claim they did I just want my {$680.00} back in my account. When you are expecting your money to be put back into your account and its not and now I had to create a small loan to cover what they cant or wont replace its unnecessary debt that I have incurred. I would like my {$680.00} back in my account.

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