Consumer complaint received 2016-04-20
Company: Freedom Mortgage Company
State: NC
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
XXXX XXXX : I was informed that Bank check mailed by XXXX to Freedom Mortgage was returned with Insufficient Funds. I called Freedom Mortgage immediately to let them know that I intended to correct the error the next morning ( XXXX/XXXX/16 ). 
XXXX XXXX : I Made ACH payment to Freedom Mortgage, and made deposit the very next morning into my XXXX checking account. 
Freedom Mortgage re-submitted check that originally had insufficient funds and it cleared with XXXX on XXXX/XXXX/16. 
XXXX XXXX : Call from Customer Rep. from Freedom Mortgage who said I owed the XXXX payment. I faxed copy of cleared check and bank statement for XXXX. 
XXXX XXXX : I went to meet with my bank officer and had her pull up my bank statement and copy of the cashed check ( no money paid to Freedom Mortgage has ever been returned to my checking account ). That same day ( XXXX XXXX ) I called and spoke with a Freedom Mortgage Rep. and faxed a copy of the cleared check and a copy of my bank statement showing the full mortgage payment from my account. 
XXXX XXXX I called Freedom Mortgage to verify fax sent XXXX XXXX was received. ( I have had to call them most every time- they rarely return calls and do not permit customers to speak with people in " Cashiering '' - the people who know the system and the payments ) XXXX XXXX : I called to check on the status of my case. I was told by Rep. that it was being investigated and to wait until Monday XXXX/XXXX/16. 
XXXX XXXX : I called to check on the status ( not willing to wait til XXXX ) and was told by Rep. that he would put in a work order for me - there was none on record! 
XXXX XXXX I received a call from Freedom Mortgage saying I needed to pay my XXXX payment. I explained that it was under investigation. I made a ACH payment over the phone with the Rep. ( again ) with the agreement that once the XXXX issue was resolved ( which I had submitted proof with the cleared check and my checking account history for the entire month of XXXX as requested ) that the ACH would be applied to my XXXX payment. 
XXXX XXXX I called and spoke with another rep. who told me she would contact Cashiering and get back to me with a resolution no later than XXXX XXXX. 
XXXX XXXX : The ACH cleared. 
XXXX XXXX I received a call from the rep. I telling me that all was clear for XXXX and XXXX and I was good until XXXX XXXX ( and no late fees, or charges as they were received within the grace period. 
XXXX XXXX : Received call from a Rep. stating that I owe for XXXX, XXXX and XXXX and the loan is in default ( also received letters stating the same dated XXXX XXXX & XXXX XXXX ). 
Later on XXXX XXXX I faxed from XXXX another copy of cleared check for XXXX payment and another cleared check for XXXX payment. Both checks have been processed and cleared my account. Also faxed a print of transaction history showing checks cleared and ACH debit with trace # cleared on XXXX XXXX to Freedom MTG Pymts. ( which was to be applied to XXXX payment ). 
As of today XXXX/XXXX/16 my loan with Freedom Mortgage is showing past due for XXXX XXXX and XXXX.

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