Consumer complaint received 2016-02-11
Company: Freedom Mortgage Company
State: CO
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
I had a loan through XXXX in a division called " XXXX. '' This was initiated in XXXX of XXXX. The loan was sold to Freedom Mortgage in XXXX of XXXX ; this is when my problems began. I did n't know where my loan was until about halfway through XXXX and my lender kept saying I had a balance of XXXX, and I had no idea why. Finally I called XXXX before the XXXX ( because I did n't want extra charges ) and they told me who the loan had been sold to and said they should have reached out to me. They did n't. I called them several times until I finally was able to get the information I needed to access my mortgage. I was then informed that since the loan was bough in XXXX, they give me 60 days to make my first payment. I was to sell my house at the end of XXXX where I was already under contract. I informed them of this and the first person I talked to informed me that I just should have the payoff go directly to them if it occurred during 60 days and then I would n't have to make a payment. Starting the next week, I started getting daily calls from Freedom Mortgage. The fees started piling up as well. Every time I called them ( since they would always call when I was at work ), I would have to start all over again to tell them the story. By the end of the conversation, we always seemed on the same page. Yet the calls kept coming. I finally was able to get into my online account and I noticed several charges. Apparently, they were charging me for " reaching out to me '' since I made no attempt to contact them ( which obviously was n't the case. ) I found out the buyer of my house had to push closing back a couple of weeks, so then I decided to pay the mortgage. When I got online, they also charged me not once, not twice, but three times for a payoff quote requested by the title company. When I looked into it, the title company asked for a payoff date of XXXX XXXX, and each time Freedom Mortgage would date it just a week or two out. At this point I had XXXX charges for {$30.00} and XXXX charge for {$15.00}. I told them I was online to pay and the guys said he would " wave '' the {$15.00} phone charge fee if I can just do it over the phone ; and after that he could look into the charges ; but until my account was current ( which it was never behind ), they wo n't do anything about the charges. I paid 2 months and then he told me he would send an email to get the rest taken care of. In about a week, there were XXXX reversals ; XXXX of {$30.00}, and XXXX of {$15.00}. I was happy just to get them to do anything ; so I stopped calling for a bit. The title company called me a day or two before closing and told me they STILL had n't received a payoff and they 've left several requests ; that it may go quicker if I called. I did and through much hassle, they said it was taken care of. It was n't. I had to call again the next day, and the lady told me they require 2 weeks. I informed her it had been 2 months. She told me there was nothing that can be done. I talked to a supervisor and the next day they had a payoff quote. I closed, I thought all was done and they title company even paid XXXX more, just in case. On a hunch I went back on the website and noticed that they had added back on every charge, another XXXX {$30.00} charges, a {$26.00} charge, and another {$15.00} charge ; basically taking all of the " cushion '' money the title Company set up. I called them again and was told it could take up to 2 weeks before they could get back to me about what these charges are. I called again about 5 days later and they said the same thing, but transferred me to another person who was able to look into things. He more or less told me he could n't do anything about it, but could escalate it again, and hopefully I would hear from them in writing in the next month or so. I ca n't believe a Company would do something like this, not alone be this unethical. Please help.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation