Consumer complaint received 2018-02-01
Company: Freedom Mortgage Company
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
This complaint is about XXXX XXXX  XXXX and its failure to send me my monthly mortgage statement for the payment due XX/XX/XXXX. As of today, I have not received the usual mailed paper statement. When I called the company 's service rep, who identified herself as " XXXX, '' with an ID number of XXXX, asking about the whereabouts of the statement ( which includes the payment coupon ) she advised me this statement was mailed on XX/XX/XXXX. 

This is a violation of the Dodd-Frank Wall Street Reform and Consumer Protection Act 's " periodic statement rule '' that requires Freedom Mortgage to send the statement within four days after the end of the courtesy period of the previous billing cycle. A courtesy period is the time period between the date the payment is due and the date the late charge kicks in. 

Since I am anxious to pay my monthly obligation in a timely way, I asked " XXXX '' to have Freedom Mortgage immediately send me via e-mail a PDF of the statement with its attached payment coupon. She said she would send a message with my request to another part of the company which she didn't identify. Now, at XXXX XXXX. ET, I fear the e-mail is not going to arrive in a timely manner. She also offered to send me a duplicate via the U.S. Postal Service, but noted it would not arrive before XX/XX/XXXX, some 10 days after the " grace period '' ends for this month. If I delayed that long, I would owe a {$55.00} " late fee, '' based on Freedom Mortgage 's XX/XX/XXXX monthly statement. 

The other alternative " XXXX '' offered was for me to establish an online account with Freedom Mortgage, which I did. Once I was able to access my account, I discovered that the " Internet Reprint '' of my XX/XX/XXXX statement on line would not allow me to print out a copy of the payment coupon. So I can not send a check with the missing paper payment coupon, nor can I print out one on line. Catch 22! 

( Attached to the online image of my XX/XX/XXXX statement was a copy of my XX/XX/XXXXIRS form XXXX, and an annual statement of taxes and interest I paid. It appears that the company decided to do this on the cheap, delaying my monthly statement until the XXXX and tax and interest documents were ready. None of these documents has arrived, either with or separately from the missing XX/XX/XXXX statement. ) This is the second time that Freedom Mortgage has failed to mail me a monthly statement in a legally timely manner. The first occurred when my mortgage was sold by XXXX, the previous mortgage servicer, to Freedom Mortgage on XX/XX/XXXX. On that occasion, I sent in a payment ( based on the amount from the XXXX 's   previous monthly statement ) by certified mail with a return receipt requested. I did so to protect myself from any late fees that Freedom Mortgage might try to charge me. The postage alone was more that 10 times the price of a regular first-class stamp. 

See the attached screen shot of the list of monthly statements that Freedom Mortgage has sent me since it took over servicing my mortgage. Note that the top one, mailed on XX/XX/XXXX, links to the " Internet Reprint '' of the missing XX/XX/XXXXstatement and payment coupon. The bottom one, dated XX/XX/XXXX, links to the first statement mailed after Freedom Mortgage took over my account. It is likewise in violation of the " period statement rule. '' It now looks like to I have a send a check via certified mail today to again protect myself from possible late charges.

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