Consumer complaint received 2017-07-25
Company: Freedom Mortgage Company
State: GA
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
Freedom Mortgage - This relates to my previous complaint Number of XXXX. On XXXX - this was the last part of the company 's response : " With the most recent late charge assessment, this balance is now {$5300.00}. However, this amount does not include the sum of {$2400.00} in unapplied funds which can be applied toward a monthly payment. Therefore, the balance of {$2800.00} is due in order to complete your XXXX and XX/XX/XXXX payments. After this is paid, your normal monthly payment will be {$2500.00} as detailed in the escrow analysis dated XXXX. Given the circumstances, we will not be able to amend your credit or waive late fees. If you have any further questions or concerns, please do not hesitate to contact me. Sincerely, XXXX XXXX XXXX Assistant Vice President Customer Service XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX. XXXX, NJ XXXX '' However, since this date we have had continued issues trying to get a corrected payment amount from Freedom Mortgage. It has changed several times since XXXX XXXX responded. We have gotten the amount of XXXX and now XXXX. Freedom Mortgage did reverse late fees and re-applied funds for payment that were originally re-directed to address the escrow shortage - which was later found to be in error. We were told to make our new payment amount and a one-time payment of XXXX for escrow shortage and we would be all caught up and good. We did just that and contacted them letting them know we sent the XXXX to be applied to escrow. We later discovered that the XXXX was applied to late fees instead of what we verbally requested - which when we filed a complaint it was reversed but then our XXXX payment was redirected to late fees and now they claimed we missed a payment for XXXX. Once again we filed a compliant and was told on the phone that they redirected that back to our monthly payment and now everything was good. This was around XXXX of XXXX. Three days later we now get a letter stating we have missed XXXX 's payment of XXXX and will be charged a late fee. Building up to this and since the initial CFPB complaint we have had the pleasure of speaking to XXXX who communicated to us that going forward she would be our ONLY point of contact and that she would fix our problem because it had been going on too long. She mentioned that each department at Freedom works independent of each other and that in our case, she was unable to answer what was happening with our payments and our escrow. She gave us her direct number and asked that we allow them time to figure things out. When asked a direct question of what is our monthly payment that should be made - we could never get an answer on the phone. However, she did tell us NOT TO MAKE XXXX 's payment until XXXX XXXX ( when resolution was due ) and to only pay the XXXX. After waiting a few days we called back and asked for XXXX - the Service Rep said ( rudely ) that having a single POC and asking for XXXX directly was against company policy and that she had overstepped her authority. I then had to go through several people, explain the situation and finally did get to speak with XXXX again. At that time, she informed us that we were all caught up, no missed payments, no escrow shortage, and payment is indeed now XXXX ( note this is not the response provided by XXXX XXXX that allowed my original complaint to be closed! ). Now we receive the letter of missing XXXX 's payment. I learned through this experience that it is best to have proof of the confusion at Freedom Mortgage, so attached are links to two of many recorded conversions with Freedom 's Service Reps and XXXX ( which I disclosed ). All this and more can be heard. Due to Freedom Mortgage 's incompetence, errors, miscommunications, and poor customer service, I have suffered both emotional distress and financial lost. I had a low interest line of credit that the bank refused to renew because of the erroneous credit reporting from Freedom and I had to covert that line into a personal unsecured loan at over 9 % interest with a balloon payment. We have spent hours and hours on the phone trying to get this fixed since XXXX - our combined employment hourly rate is over {$200.00} an hour - so we have also lost thousands of dollars of potential income on this issue. I am begging the CFPB to do more to enforce the recovery of loses and stop mortgage companies like Freedom Mortgage from treating customers in this manner and causing financial distress and lost without cause.

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