Consumer complaint received 2017-03-16
Company: Freedom Mortgage Company
State: NY
Product: Mortgage
Sub-product: VA mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
This is about Freedom Mortgage Corp. For all of XX/XX/XXXX I have been giving the monthly mortgage premium payments to a supervisor in the Finance Dept . to process as their online website had so many glitches and inconsistencies which made it extremely difficult to even access information far less to make the payment. For the most part, I was not able to log in at all. I have been receiving tons of mails and calls about re-financing which I kept on telling this company that we were NOT going to refinance as we already had a very good VA rate. Each letter showed a completely different mailing address - most of which were just for correspondence purposes. The last payment I was able to give to THIS supervisor was for XX/XX/XXXX and was told by him NOT to accept any more payments for XX/XX/XXXX & going forward. I had never defaulted on any payments for this loan for the past 6 years although the loan kept moving from one company to another without knowledge or authorization- resulting in all kinds of website & customer service issues. I do n't believe the proper escrow amounts were ever transferred as we were NOT consulted in any of those internal transactions. After multiple efforts of trying to reach Supervisor XXXX - who is located somewhere in new Jersey- via emails & phone calls, he eventually returned one of my calls to tell me that he had been in training as he was being put into sales and he had been told NOT to take any more payments from me unless I would provide them with auto payments via a checking account. He responded only after I threatened to take them to court for " Refusing Payment " to get me to refinance and that a judge may just consider the debt satisfied if they continue to refuse payment as it has happened in the past. I have every email from the inception of XX/XX/XXXX problems with THIS mortgage company which had resulted in a supervisor handling the matter personally. I went ahead and read the numerous reviews about Freedom 's scams with folks & payment issues, and I realized that I was not alone with this situation. In spite of all my efforts and emails and phone calls - both made & received - to have someone take the payment over the phone which was how it had been paid for the past year, everyone I speak with in the customer service blatantly told me that they could NOT take payments over the phone but they were calling me to let me know that the payment was overdue and was subject to additional fees and charges. NOW, I am receiving calls from Collections and have already gotten a mail threatening foreclosure. There is NO checking account to give anyone as the checking account had been closed due to fraudulent activity and the full payments were being made religiously every month with a credit card. There were no issues with this in XX/XX/XXXX except NOW, they have refused to take the payments in XX/XX/XXXX unless we refinance and are also threatening foreclosure NOW. I have never heard back from XXXX so I have stopped emailing & calling as I am not even sure if he still works there. I have even walked them thru the process of the things that were wrong with their website and all I was being told that they were still working on it as they had new IT people. I heard that for a whole year. The website still shows NO improvement. I am unable to attach anything due to a problem with XXXX??? I can try to copy to these columns as opposed to attaching. 1 ) In XX/XX/XXXX, the website showing error & unable to accept payment.All emails from XX/XX/XXXX & onward resulting in NO communication going forward.

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