Consumer complaint received 2020-01-28
Company: Freedom Mortgage Company
State: AL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
This complaint is a follow up to complaint XXXX-XXXX, which was responded to by XXXX XXXX XXXX. XXXX XXXX XXXX responded they do not own or service my mortgage and directed me back to JG Wentworth. At the advice of your representatives, I am now filing two additional complaints ( the first one was filed moments ago against JG Wentworth, complaint XXXX-XXXX ). 
Until XX/XX/XXXX, my loan was being serviced by XXXX. I received a letter from XXXX dated XX/XX/XXXX ( see attached ) stating as of XX/XX/XXXX our loan would transfer to J.G. Wentworth Home Lending and I would receive information directly from them about the processing of my mortgage payments. 

As of XX/XX/XXXX I had not heard from J.G. Wentworth. I began calling their offices, citing the letter from XXXX. On or about XX/XX/XXXX I was escalated to a supervisor who informed me that my loan was sold again ( before any processing at J.G. Wentworth ) to XXXX XXXX XXXX  and I would receive additional information from them. 

On or about XX/XX/XXXX I began calling XXXX XXXX XXXX to locate my mortgage loan. I was advised repeatedly they would send a letter. I called XXXX XXXX XXXX  weekly, seeking information on where to send my payment or how to proceed. I was told they did not have the loan and not to worry, there would be no late fees or issues once they did have the loan. 

On or about XX/XX/XXXX I received a letter from XXXX XXXX XXXX  ( see attached ) acknowledging my mortgage and providing an old loan number as well as a new loan number. The letter stated XXXX XXXX XXXX would begin subservice on my mortgage under contractual agreement on XX/XX/XXXX. I called them and was advised it would take 10 business days for the loan to be entered. They provided a website I could check and that would allow me to set up my online account. I was also advised no payments were due at the time because they were unable to process them and I was still covered under the transfer window. 

I called XXXX XXXX XXXX 9 times between XX/XX/XXXX and XX/XX/XXXX, spoke to three supervisors ( two of which escalated and someone was suppose to call me back in 24 hours ), and checked the website at least 3 times a week. My last call was to a supervisor who advised she couldnt understand what was going on. 

On or about XX/XX/XXXX I submitted a complaint against XXXX XXXX XXXX with the Consumer Finance Protection Bureau. I then received a letter dated XX/XX/XXXX ( see attached ) retracting their previous letter of XX/XX/XXXX and advising my current loan servicer is J.G.Wentworth. 

On XX/XX/XXXX, I called the CFPB and received additional counseling to contact MERS Servicer ID to locate the servicer information listed for my loan ( see attached ). Per that system, XXXX XXXX XXXX  is listed as the servicer ( and is still listed as of the date of preparing this complaint ). On XX/XX/XXXX, I called the number listed on the registration and was directed to XXXX, the Servicing Manager of  XXXX XXXX XXXX. I was informed he was aware of my situation and that XXXX XXXX XXXX was in the process of requiring the necessary information from JG Wentworth for the servicing of my loan. I was advised he hoped for this to be completed by the end of that week, but we would touch base on or about XX/XX/XXXX to check on the progress. 

On XX/XX/XXXX I called XXXX back and was advised they did not have the loan and from the information he had, the loan would be serviced by Freedom Mortgage. He also provided me with the phone number for Freedom Mortgage. He advised if he received any more information he would contact me and let me know. 

On XX/XX/XXXX I received letter from XXXX XXXX XXXX in direct response to my CFPB complaint ( see attached ). They again state JG Wentworth is the current servicer of my loan. With the number XXXX provided, I called Freedom mortgage and spoke to XXXX ( ID XXXX ). She searched via my SSN and the property address and could not locate my loan. I then called JG Wentworth twice - both times I was advised that despite the letter, they do not have a home mortgage department and all inquiries should be directed to Freedom Mortgage. 

On or about XX/XX/XXXX I received a letter from XXXX XXXX, Escalations Analyst at XXXX XXXX XXXX ( see attached ). This letter again directed me to contact JG Wentworth at another number listed from the one I had located in previous notices. This line rings directly to a voicemail box. I left a message on XX/XX/XXXX and again on XX/XX/XXXX I have not received any response back. 

To date ( despite paying into the escrow to cover these charges ) I have had to pay my house insurance premium and my property taxes totaling {$2100.00} out of pocket. My mortgage has now not been paid in 4 months because the account can not be located. 

The only lien listed with our county tax accessors office is held by JG Wentworth ( if they continue to deny owning the loan, I would like for them to release the lien to my property ). I have checked my credit number times, only two mortgages appear one account from JG Wentworth and a corresponding account with XXXX. Both of those accounts show as paid in full.

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