Consumer complaint received 2019-06-29
Company: Freedom Mortgage Company
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
We closed this loan in XX/XX/XXXX, Two companies have handled the servicing. XXXX XXXX is the company we closed with and made payments from the first due in XX/XX/XXXX thru XX/XX/XXXX then made rest of payments to Freedom Mtg starting XX/XX/XXXX to current date. We have had nothing but problems with this mtg from the beginning. XXXX XXXX tried to escrow our loan for the homeowners and taxes but was only suppose to collect escrow on Flood Ins. We spoke with XXXX repeatedly and I thought we had worked all the problems out then they sold the loan to Freedom. I also spoke repeatedly with them to make sure all was corrected and thought after my letter asking for investigation into the loan and their reply on XX/XX/XXXX we had finally got the figures straight. But no dice. We received their reply of XX/XX/XXXX on XX/XX/XXXX and the letter stated that after their investigation our payment was going to be XXXX instead of the XXXX, however, our payment for XXXX was already made. A customer service rep phoned us on XXXX and wanted to collect XXXX to bring our XXXX payment up to the new amount so we complied and paid the XXXX over the phone with them assuring us we were up to date and the next payment would be XX/XX/XXXX for XXXX ( this was a recorded conversation ) Then we received their letter and read that the new payment would start in XXXX not XXXX so the rep should have collected XXXX for both XXXX & XXXX. I phoned Freedom Mtg to make this additional payment but they refused and said I was a payment behind. I did send in this XXXX by separate check with XXXX 's payment with instructions to put towards XXXX payment to bring it up to the corrected amount. So off went another letter to them, certified dated XX/XX/XXXX. They acknowledged my request for another investigation and ask for 30 days to figure it out then sent another letter asking for an additional 15 days. The response I received from 2nd investigation was totally ridiculous and had no relevance to the actual problem only that I was behind one payment. There was no information as to how they figured I missed a payment or when. I phoned and once again asked for a supervisor but got no where or no one. They want me to send copy of all payments I've made and they will try and figure it out although in the mean time they are reporting us to the credit bureaus as being 30-60 days behind in our payment which cost us a very important real estate purchase. That hurt our business tremendously as this property was highly sought after and we barley managed to beat out the competition only to lose it because there wasn't a lender who would loan to us with our primary mtg reporting 30-60 days behind, yet WE NEVER MISSED A PAYMENT. XXXX 's credit scorXXXX went down 97 points from XXXX to XXXX Why are they allowed to report delinquency while the loan is undergoing investigation for accuracy? We are now getting 2-4 calls a week dunning us for payment and receiving 2-3 letters per week threatening foreclosure if we don't pay. We Need HELP.

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