Consumer complaint received 2017-06-22
Company: Freedom Mortgage Company
State: KY
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
Our property taxes were to be paid out by our mortgage company prior to XX/XX/XXXX. Freedom Mortgage mailed out the first check payable to the Sheriff 's Department, the tax bill was overdue PRIOR to the company mailing out it 's very first payment. The first payment would have been {$940.00}. The local sheriff 's department returned the check due to the fact our tax bill was late, placed in collections and Freedom Mortgage was informed at time by our local sheriff 's department of that fact. What does Freedom Mortgage do but send out at least 3 other checks to the sheriff 's department. However they mailed 2 separate checks one for the property taxes themselves and a second one for the penalties that were also now due. Both checks were returned each and every time again due it the bill being turned over to another department AND because 2 separate checks were written it was deemed 'partial payment ' which they do n't accept. <P/>I have called Freedom Mortgage attempting to get this problem resolved on the following dates ( I have called more times than what is noted below, but when I initially began attempting to solve the issue, I did n't record those first few phone calls. ) On approx XX/XX/XXXX Called Freedom Mortgage call Center, spoke with XXXX who assured me she would take care of solving the problem, that she placed our issue marked as " escalated '', would notify her supervisor to get this taken care of, opened a ticket to help expedite our payment. Even with the escalated request XXXX stated the next check will be processed by XX/XX/XXXX. ( obviously past the XX/XX/XXXX due date ) I also gave XXXX the correct department, the new amount due with penalties accured which is now up to {$1500.00} & mailing address the check needed to be mailed to & that the payment HAD to be all in ONCE CHECK otherwise once again, the check would be returned. <P/>I also stressed that if they delay payment past XX/XX/XXXX the amount due would also be higher than the current bill. XXXX asked me to call & ask to be transferred to the call center and speak with XXXX as the check should have been pushed through by then. She then asked I call her on Monday XX/XX/XXXX and that our taxes should have had the ONE check sent out by then. <P/>On XX/XX/XXXX I once again placed a phone call to Freedom Mortgage, asked to be transferred to the call center & to be connect to XXXX. They said they have several XXXX 's there, they have no way of knowing who I spoke with on XX/XX/XXXX. <P/>So this time I get to repeat this whole problem all over again.with a rep named XXXX who 's ID # is XXXX. She pulled up our account, stated the ticket that was created on XX/XX/XXXX had been closed ( which means it 's listed as problem resolved. ). I went through the entire story again to XXXX who assures me that she will open a new ticket, expedite the request, that she will call escrow and push our request through & would make her supervisior aware as well & would place my name " ON HER DESK '' so when she " KEEPS TAB '' on our account so she will remember to check the status of our request. XXXX asked me to call back today XX/XX/XXXX as once again, the check should have been mailed out by then. <P/>I called Freedom Mortage again today ( XX/XX/XXXX ) attempted to reach XXXX, no luck. So with this phone call I got to go through the issue again with a rep named XXXX. Who, when pulling up our account did n't have ( or did n't notice ) all the phone calls & requests attached to our account. I explained the issue for what seems like a millionth time. After giving him the info he finally found the information that should have been documented several times over. After being assured that once again our account would be expedited, escrow is in the process of taken care of the payment, I asked XXXX to read me the address that should have already been documented numerous times of where the check will be mailed. Of course, he did n't have that address. Once again, I gave it to Freedom Mortgage. I then asked if it was noted the amount due HAS to be in ONE CHECK NOT TWO and it MUST be received by XX/XX/XXXX otherwise additional penalties would be added. Miraculously XXXX was able to find the most current amount due by XX/XX/XXXX as {$1500.00}. I made it very clear that this problem needs to be resolved ASAP. I also asked XXXX to highlight the CORRECT ADDRESS and PAYMENT DUE needing to be sent as ONE CHECK otherwise we will have to start this process all over again. And, I am exhausted and very frustrated & will not go into XX/XX/XXXX without this being resolved. <P/>This evening, my husband called Freedom Mortgage, spoke to a rep named XXXX who stated the same promises we 've heard each time we have called-it is noted, it has been expedited, escrow is currently working on it. My husband asked to speak with XXXX 's supervisor, XXXX stated that would not be possible. My husband requested that a message be taken & delivered to XXXX 's supervisior and for her to call him as soon as she is available. <P/>This entire ordeal has been very frustrating. The entire process has been so ridiculous. Not only do we have a lien on our property but Freedom Mortgage 's customer reps have no idea of what 's going on from one phone call to the next. <P/>There is no way you can talk to the person you spoke with in your last phone call so the customer is left repeating the exact same information each and every time they call. The customer service reps are completely useless, they have no way of pushing requests through. I am sick of getting the run around from this company. The right hand has NO idea what the left hand is doing. While in the meantime their customer ( who is a veteran of the XXXX by the way ) can do nothing but worry over the thought of possibly losing their home simply due to one their mortgage company being completely inept. Never mind how all this is effecting our credit score. <P/>We have no recourse on fixing this problem, each time we call-the phone call can last almost an hour due to have to explain everything over again. <P/>The service this company has provided thus far is atrocious. Very, very poor customer service. I am at my last resort in my attempts to get this resolved. <P/>Thank you for your time.

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