Consumer complaint received 2022-02-25
Company: Freedom Mortgage Company
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I was told on a phone call XX/XX/XXXX that our Mortgage would be transferred to XXXX XXXX. We received a letter mid XX/XX/XXXX from Freedom Mortgage, XXXX XXXX XXXX, XXXX, TX XXXX, our current lender, that our loan was being sold to XXXX XXXX effective XX/XX/XXXX and not to make a XXXX payment to Freedom Mortgage. We received a letter from XXXX XXXX early XX/XX/XXXX ( it was dated XX/XX/XXXX ) with our new loan # XXXX for XXXX XXXX. It stated we would be receiving a welcome packet soon and we could make payment to the address on the letter. I called XXXX XXXX XX/XX/XXXX and they said that our loan paperwork had not been uploaded yet and wait until the end of the week it takes 6-8 weeks to transfer loans. We could go ahead and make our payment to the address on the statement from XXXX XXXX. 
XXXX -Receive a letter from Freedom Mortgage regarding late payment. I called they reassured me paperwork crossed in mail. 
Friday XX/XX/XXXX I receive a call from Freedom Mortgage wanted to collect the XXXX payment. I told, I think it was XXXX, that our mortgage had been sold and that we were told not to make a payment to Freedom Mortgage after XX/XX/XXXX. He put me on hold and said he found the letter they sent in our file and yes our mortgage had been sold. He put me on hold and verified with his supervisor. After 40 minutes he told me that our account had been updated and it had in fact been transferred to XXXX XXXX and that is where payment needed to be sent. He also said a supervisor would follow up with me. 
XX/XX/XXXX payment sent to XXXX XXXX XX/XX/XXXX - XXXX XXXX Cashed payment XXXX XXXX pm Freedom Mortgage calls wanting to collect the XXXX payment. I go through the whole scenario again about the loan being sold. She confirmed that our file did indeed show the mortgage was sold to XXXX XXXX XXXX and saw the notes from my conversation w/Nathan on XX/XX/XXXX. She assured me that her supervisor would be taking care of this mishap and I would not be contacted again from the Freedom Mortgage collection department again regarding this matter. Her supervisor would follow up with me. 
XX/XX/XXXX XXXX pm- Prissela (? sp ) from Freedom Mortgage called to collect payment for XXXX. I am now beyond furious and once again explained that I had a call last FRIDAY and LAST NIGHT regarding this and the loan has been sold. She apologized and said let me investigate, she saw the notes in the file and said yes your loan letter is here where it was sold to XXXX XXXX. She put me on hold and comes back on the phone and informs me that the loan is NOT being sold to XXXX XXXX they decided to keep it at Freedom Mortg, I asked her when that happened and she said JUST NOW. 
I told XXXX I have paid XXXX XXXX how was that payment going to be transferred back to Freedom Mortgage for the XXXX payment. XXXX informed me that I would be responsible to get a hold of XXXX XXXX to try and recover my money and I would also have to pay XXXX XXXX. THAT IS INSANE!! I asked to talked to a supervisor or someone that would be able to explain this ridiculous dog and pony show. She put me on hold came back on several times after 20 minutes there was NO SUPERVISOR available to talk to me or NO ONE EVEN HIGHER! I told her that I WANT TO TALK TO SOMEONE and NOW. She said she could not do anything about that and her supervisor would not. be able to explain anything that she has not already done. I told her I needed to talk to someone that is responsible not someone that can not help me. I needed explanations. 
She said someone would return my call. 
I have been told 3 TIMES that a supervisor would call me and I have not heard back from one Supervisor ( first promise was Friday XX/XX/XXXX ) or anyone with any management title. 

No choice I have contacted XXXX XXXX they have to do a full investigation before any money will be released. 
Freedom Mortgage has been very careless and when i reviewed my statements since for XXXX I have discovered that each month our second payment goes to an u Also I downloaded all my statements from Freedom Mortgage. We were setup to pay twice a month on the mortgage. Every month the second payment would be sent to the Unapplied account. Then it never was clear when it was applied to our account. That leaves us to believe that our payment was being held and not applied which charged us more interest, Also we have a payment of {$1400.00} that was paid to Freedom Mortgage on XX/XX/XXXX. It went to Unapplied Funds. I called in XX/XX/XXXX regarding the transfer and was told I had a balance of {$140000.00} in un applied funds. Once the loan would be transferred Freedom Mortgage would refund that money. I had no idea why I would have {$1400.00} in unapplied funds so I went and pulled all my statements to see what was going on. Every month from XXXX on there is an amount of {$1300.00} that goes into Unapplied Funds account. I have no idea why and when I asked for an explanation they just dance around the question. so Is there interest being charged while my money sits each month in unapplied funds? 
Since started typing this a manager did call and will try and work with XXXX XXXX to get our payment expedited,

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