Consumer complaint received 2016-01-22
Company: Freedom Mortgage Company
State: CA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
The servicing of my loan was sold to Freedom Mortgage in XXXX 2015 ( from XXXX XXXX XXXX ). From the start I 've had nothing but problems. I did a modification with my original lender XXXX XXXX and was approved in XXXX 2015. All documentation was submitted, notarized and returned to the original lender XXXX XXXX and documents were recorded with my county recorder 's office. After my account was transferred, Freedom mortgage started sending me letters saying my account was in default and that I owed over $ XXXX on my account. Every representative I spoke to had a different story regarding my account. No one seemed to know what was going on. I kept sending in my payments to them every month, even though I was receiving in the mail, default letters, as well as Freedom Mortgage had inspectors coming out to my home as if I did n't live there. My credit report has suffered tremendously because Freedom continues to report that I am late. Freedom has not paid my property taxes and now I have been accessed a late fee on the property taxes. I have a single point of contact who has tried assisting but all I get is I 'm sorry but this takes time to correct. I recently found out from a Manager that a " Stop Code '' was placed on my account which means all work on my account should stop, but no one knows why this was placed on the account. The manager I spoke to informed me that this should n't be on my account. Each time I call Freedom they reference that I just went through a modification with them, which I have n't. My modification was done with XXXX XXXX XXXX in XXXX 2015, and approved and completed in XXXX 2015. To this date, Freedom mortgage, still has not updated my account to reflect that I am current, nor have they paid my property taxes. I 've also sent in a copy of my property taxes via fax and no one from the tax department has bothered to acknowledge that they received, or if they are working on getting that paid. I have had to deal with some of the rudest customer care representatives ( XXXX was the worse ). I would like someone to get this issue straightened out sooner rather than later. This has been the worse experience and has added a lot of stress to my life. After working hard to build my credit to purchase a home, this situation has affected my credit score and hinders me from being able to make other purchases. The lack of communication between departments at Freedom Mortgage is unbelievable and the difficulty to reach someone who knows anything about my account is beyond frustrating. If things were getting updated on my account, I would feel a little more at ease, but the fact that nothing has changed since XXXX, leads me to believe that no one is working on getting the issue resolved. I feel as if I 'm getting the run around and only being told they are working on this to pacify me at the moment. Whenever this is corrected my first course of action is to refinance with another company.

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