Consumer complaint received 2022-08-30
Company: Freedom Mortgage Company
State: LA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
My name is XXXX XXXX and this is the name on my mortgage documents. 

My mortgage was sold to Freedom Mortgage in XXXXXXXX XXXX. I received a Welcome letter from Freedom Mortgage with all pertinent information is XXXX, XXXX. 

My Mortgage XXXX number is XXXX. My mortgage payments are mailed to : Freedom Mortgage, XXXXXXXX XXXX XXXXXXXX, XXXXXXXX XXXX XXXXXXXX. 

Since the receipt of the welcome letter I have received only XXXX statement from Freedom Mortgage. I am enrolled to receive paper statements. 

On XX/XX/2022 I made a payment for due date XX/XX/2022. Freedom Mortgage received this payment on XX/XX/2022. My due is now XX/XX/2022. 

When I check the account online there is a statement generated XX/XX/2022 with a due date of XX/XX/2022. However, I never received the statement. My spouse, XXXX XXXX, called Customer Service at XXXX and was told that the statement dated XX/XX/2022 would be mailed again but I never received it. She was told that I could not receive a statement with the correct due date of XX/XX/2022 until XX/XX/2022. 

Today, XX/XX/2022, XXXX XXXX called and requested to speak to a supervisor. She was told that would be the XXXX Department. Initially the XXXX Department refused to speak to her. When she requested to speak to the supervisor over that department, and after informing the Customer Service Representative that I intended to file a complaint with the Consumer Financial Protections Bureau, they agreed to speak to her. XXXX XXXX, XXXX ID XXXX, stated that the problem with my not receiving statements is because I am paying my mortgage too early. She stated that if I wanted to receive a statement with the correct due date I would have to pay my mortgage after the XXXX of XXXX for the XXXX due date in order to receive a statement and for the statement to reflect the correct due date. She said she will re-issue the last statement showing a due date of XX/XX/2022 and I should receive it by XX/XX/2022. 

I feel that this is unacceptable. I have had mortgages with several financial institutions and never experienced a problem like this. With previous mortgages companies I have dealt with, if I made a payment, a statement was generated with a correct due date and I received it within a couple of weeks. 

I feel that is unfair that I can not pay my mortgage more than XXXX weeks ahead of the due date if I want to have a statement mailed. I also think it is unfair that I can not get a statement with the correct due date mailed to me. 

My address is XXXX XXXX XXXX, XXXXXXXX XXXX XXXXXXXX. My phone number is XXXX. You have my permission to speak to my spouse, XXXX XXXX regarding this issue. There is also a document on file with Freedom Mortgage authorizing her to speak to Freedom Mortgage and conduct any necessary business related to the mortgage. 

I would appreciate any assistance you can provide regarding this matter.

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