Consumer complaint received 2018-03-20
Company: Freedom Mortgage Company
State: RI
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
In XXXX, our home mortgage was sold by XXXX XXXX XXXX to Freedom Mortgage. We have been trying to pay our mortgage for XX/XX/XXXX and XX/XX/XXXX since mid XXXX. During the transition of the sale of our mortgage, we received a letter, but no mortgage statement from Freedom. We immediately called the provided number on this letter and were told not to pay yet because our account information wasn't set up in their " system. '' On XX/XX/XXXX, my wife received a " welcome '' call from " XXXX '' ID # XXXX. She told him we had not yet received our mortgage statement. He said that our " welcome letter '' contained two mortgage coupons. After looking for the coupons in the letter, none were found. He provided no help other than saying he would mail new coupons. 

On XX/XX/XXXX, a week after speaking with " XXXX '' my wife called Freedom again and spoke with " XXXX '' ID # XXXX. He assured her that the payment coupons would be sent out that same day. On XX/XX/XXXX we received a call from Freedom Mortgage concerning our payments. My wife told the caller she was waiting for a mortgage statement. He checked with his supervisor, and then returned to the phone to say they don't send paper statements, because the escrow changes from day to day. When she asked to speak with his supervisor, she was told " my supervisor is too busy. '' On XX/XX/XXXX they generated a paper statement which arrived in our mail several days later. On XX/XX/XXXX we sent check # XXXX drawn from XXXX XXXX XXXX XXXX in the amount of {$2300.00} for XXXX and XXXX payments for XX/XX/XXXX. 

On XX/XX/XXXX, we wanted to verify that the check had been processed, so I went online to check my XXXX XXXX account. 

The check still hadn't posted to my account, so we attempted to go online at Freedom Mortgage.com to monitor our account. Of course we had to first set up an account. After repeated attempts, and log-in failures, my wife called customer service and spoke with " XXXX '' ID # XXXX. He checked our account and told us Freedom hadn't received our payment. He suggested we put a stop payment on our check and re-submit our payment. We were told we had a 60-day grace period, ending XX/XX/XXXX. He wasn't able to help in any way with creating an online account for us ( as far as we got was the web page returned an " updating site, check back later '' message. XXXX couldn't even transfer us to Freedom 's Tech Support. 

On XX/XX/XXXX, my wife again called customer service for assistance with creating an online account. She spoke with " XXXX '' ID # XXXX. She was helpful setting up our online account, however, she was unable to track our check. The solution once again from her was to stop payment on the check. She said our grace period would end on XX/XX/XXXX. My wife asked for an extension, since they wouldn't even provide a timely method of sending a payment. Her solution was to either pay online or over the phone. We prefer not to pay that way, as we have always payed our mortgage bills through the US mail, and they have arrived on time and without problems or delays. We are now facing a potential stop payment fee, possible bad credit reporting from this less than XXXX XXXX institution, and no guarantee that this won't happen again. They have also made me keenly aware that they are not going to contact us and in short, can't be bothered with customer complaints, based on the lack of cooperation and flippant attitudes of people we have so far dealt with at Freedom Mortgage.

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