Consumer complaint received 2020-09-16
Company: Freedom Mortgage Company
State: CO
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I mailed my XXXX payment on XX/XX/XXXX in the amount of {$1200.00} to Freedom Mortgage on check # XXXX. 
I received a letter from Freedom Mortgage dated XX/XX/XXXX stating that Freedom Mortgage had not received my payment and a late fee of {$36.00} had been applied to my account. I received another letter from Freedom Mortgage dated XX/XX/XXXX stating that my XXXX payment had been returned as unpaid from my bank and a {$15.00} returned check fee had been applied to my account. A letter dated XX/XX/XXXX from Freedom Mortgage came, stating that they have been unable to contact me regarding my mortgage payment. Freedom Mortgage sent a letter dated XX/XX/XXXX stating that the balance of {$2500.00} was still outstanding and they have reported me to the credit bureaus. 
On XX/XX/XXXX I submitted my XXXX payment on check XXXX which has cleared my bank. On XX/XX/XXXX I submitted check XXXX in the amount {$1200.00} to Freedom Mortgage to replace check XXXX for XXXX payment along with the late fee and returned check fee still has not cleared my bank ( XX/XX/XXXX ) I called Freedom Mortgage on XX/XX/XXXX and spoke to XXXX, agent # XXXX, to dispute the late charge and the returned check fee. I request my check back and she said that they do not keep check that it has been shredded. In order to dispute the charges I would need to provide a statement from my bank saying that there were enough funds to cover the check along with an XXXX bank statement. The payment was added to my account on XX/XX/XXXX and reversed out on XX/XX/XXXX for insufficient funds then presented to the bank again on XX/XX/XXXX. I told XXXX that I would not providing a statement of my finances but would provide a balance on the dates the check was ran. I asked how long it would be until this would be resolved. She said it would take 10 days. 

I contacted my credit union, XXXX XXXX XXXX, and spoke to XXXX XXXX and explained the situation. She looked at my account and said that check XXXX had never been presented for payment and would be happy to provide a letter stating that along with the balance of the account on XX/XX/XXXX & XX/XX/XXXX. 

I received the letter from XXXX on XX/XX/XXXX and forwarded to the email address that XXXX provided and receive a confirmation of the email from Freedom Mortgage. 

On XX/XX/XXXX I called Freedom Mortgage to check on the status of my dispute and spoke to XXXX, agent # XXXX. I requested to speak to a supervisor and was transferred to XXXX ( XXXX? ). I explained the situation to him. I again requested my check back and he said that they do not destroy checks that it should have been returned to me and that he would reach out to XXXX about the inaccurate information. He said that he would need my verbal authorization to reach out to XXXX to speak to XXXX about the check never being presented for payment. He reassured me he would call be back on XX/XX/XXXX, I confirmed the phone number they had on file and provided the correct phone number. I have never received a call back from XXXX. 

On XX/XX/XXXX I called Freedom Mortgage because I had not heard back from XXXX and spoke to XXXX, who transferred me to XXXX, who then transferred me to XXXX in the customer service satisfaction department. XXXX confirmed that XXXX had not called me back nor had he called my credit union. I requested to have the called escalated to a supervisor. After being on hold for over 40 minutes my called was transfer to XXXX, agent # XXXX. XXXX said that until I provide a bank statement from XX/XX/XXXX - XXXX showing my balance that this would not be resolved. I told him that the check was never presented to my bank for payment. I again request that my check be returned to me and he said that XXXX did make a request to the cash department to get the check back. XXXX later told me that the check had been destroyed. XXXX later said that XXXX did contact my credit union and receive a quick busy signal. There were a lot of inconstancies in the conversation with XXXX so I asked that the call be escalated. He said that his manager, XXXX XXXX, was not working in the office and that he would email her. I asked to be CCd on the email so ensure that the information was correct and that she had my correct contact information. XXXX said that XXXX would tell me the same thing that I would need to provide a bank statement from XX/XX/XXXX. I asked that XXXX call and speak to me regarding this matter. 

I need help getting this resolved because every person I speak to at Freedom Mortgage gives me a different version of what happed and what is needed from me to resolve this.

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