Consumer complaint received 2023-08-30
Company: Freedom Mortgage Company
State: AR
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process
Sub-issue: Loan sold or transferred to another company

Complaint:
Recently our mortgage was purchased from XXXX XXXX by freedom mortgage. We usually pay creditors with our bank 's bill pay service so that the date of payment can be easily verified and we can monitor outstanding obligations. One household member is battling XXXX and is often ill from the effects of XXXX and we get an enormous avalanche of insurance documents and hospital bills in addition to regular mail. We mistakenly made a payment to wells fargo that was returned and we set up freedom mortgage as a payee at our bank so that the payments could be properly routed. We ended up owing the XXXX and XXXX payments and on XX/XX/XXXX ( thursday ) XX/XX/XXXX XXXX an electronic payment to freedom mortgage of {$760.00} was processed and posted and on XX/XX/XXXX ( friday ) another payment of {$760.00} was processed and posted. This brought the loan up to date. Although the loan was current, on XX/XX/XXXX,. XXXX ( sunday ) at XXXX. an agent of Freedom Mortgage taped an envelope to the exterior of the front door. There was no knock or push of my lighted doorbell button and this is verified by video surveillance. The letter heading was " CONFIDENTIAL COMMUNICATIONS HAND DELIVERED. '' It was not hand delivered to either of the occupants of the home and both were there. The letter stayed on the door two days before either of us realized it was there. The letter was attached with about 1/2 inch of scotch tape adhered to the glass on the security door. Furthermore, when the agent was walking back to her small white sedan, she had her cell phone up appearing to record at the front of the residence as she walked back to her car. We have security cameras and have secured the recording of the incident. This paints us in a bad light to our neighbors unnecessarily. First off, the mortgage had been sold from one company to the another and sometimes there is some confusion in the process. Second off, the mortgage was current at the time of the visit. If freedom mortgage was behind on their records or crediting my payment properly this is their problem. Thirdly, we moved in this home in XX/XX/XXXX and have lived in this dwelling for almost 30 years and by the way we have never had to file an insurance claim on the property. It is inconvenient for us, with an ill household member undergoing XXXXXX/XX/XXXX to have things stuck on the door and due to this inconvenience we ask Freedom Mortgage to not return to the property. Freedom Mortgage seems to want to ramp up the XXXX XXXX boiler rooms we have opted out of email communications from them. Numerous robocalls were made to our cell phones without permission. Freedom Mortgage is to refrain from computer generated calls and all telemarketing calls. We am troubled that in just the past few days, Freedom Mortgage has been fined by the CFPS for paying illegal fees and throwing lavish parties for leads. and have had numerous other violations, class actions, TCPA violations, but they continue to engage in highly inappropriate behavior. There are numerous reports of abuse and complaints from customers. I suspect this company just considers these fines the cost of doing business and they have no intention of playing by the rules. You need to step it up with Freedom Mortgage. There are simply too many allegations of inappropriate conduct and I know for a fact that Freedom Mortgage engages in unethical behavior. Perhaps this is a blessing because Freedom Mortgage will not be doing a bait and switch because they are a no-sale. 
Thank you XXXX XXXX XXXX XXXX

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