Consumer complaint received 2021-06-16
Company: Freedom Mortgage Company
State: CO
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
Freedom Mortgage Corp XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, FL XXXX ) conducted XXXX escrow analyses on my account on XX/XX/XXXX and XX/XX/XXXX. As a result, my payment amount changed in XXXX and again in XXXX. I did receive a letter stating my new payment amount would change effective XX/XX/XXXX, but did not receive notification that my payment amount changed for XXXX. I paid my XXXX payment, but due to the XX/XX/XXXX escrow analysis, my payment was off by {$120.00}. Freedom Mortgage never applied my XXXX payment to my account and failed to contact me that my payment amount was insufficient due to the recent change. They claim they called me but never left a voicemail and it was not until XX/XX/XXXX did Freedom Mortgage send out correspondance that I was now missing both XXXX and XXXX payments, but in reality I had made XXXX payments. So, they applied my XXXX payment to XXXX and my payment sat in " unapplied fees '' status for more than 30 days. I called XX/XX/XXXX and after they removed late fees I paid them {$120.00} and then my account was brought current. I called again on XX/XX/XXXX to try and resolve the credit dispute with the company. XXXX, the supervisor I spoke to, explained the policy is black and white and the credit report sent for late payments was accurate and not " courteous '' adjustments will be made. I am not asking for a courtesy adjustment, I am asking for my credit to be restored due to miscommunication. Funny how the company can call me and email me weekly about refinancing my loan, but they state they called me XXXX times in XXXX and never left a voicemail regarding my account or payment being insufficient. I never received an email. Also curious how the company was quick to send communication about HUD and other government assistance programs but not apply funds paid to my account. Mistakes happen and but if you miss your payment amount by less than 0.5 % of the total due it can ruin your credit. Companies claiming they reached out, never leave a voicemail, no email correspondence, or someone realizing I have never missed a payment since the company assumed my loan and history of making payments account for trying to resolve and restore a customer 's issue. Voicemails are only for customers willing to buy more services and the never-ending upsell. 

I have protected my credit my entire life and never missed a payment. Due to miscommunication and a company payment poor payment process, they are unwilling to assist me with the negative credit reports sent. The low line supervisor ( XXXX ) who claimed there is no other escalation path and that my issue is black and white and attempted to terminate the call, you wonder why mortgage companies like this go out of business more often than not. Don't take accountability for your poor communication or poor processes, just ruin customer credit instead and due a escrow analysis each month and take zero accountability or lack compassion to see how their processes are confusing cusotmers and causing inaccurate payment amounts to be sent.

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