Consumer complaint received 2018-08-16
Company: Freedom Mortgage Company
State: CA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
For the month of XX/XX/XXXX and XX/XX/XXXX I made my payments ( XX/XX/2018. {$1600.00} ) ( XX/XX/2018 {$1600.00} a XXXX dollar fee was charged for paying over the phone ) accordingly to my statements, Mortgage company ( Freedom Mortgae ) is stating I havent made my payments. I sent them all the necessary paperwork work, bank statements, personalized letter from my institutionincluding my institution calling them on a three way call confirming my payments and they still havent fix the problem and say I still owe the month of XX/XX/XXXX. I sent my XX/XX/XXXX payment and they applied it to my XX/XX/XXXX payment still stating I am missing a payment. I have called multiple times have coopaerated with all the information they need and they still havent fix the problem. Every time I call is different people to whom I have to explain my situation and spend hours on the phone on each call. I have asked to talk to supervisors they say they will return my call never returned a call. There was a stop payment on XX/XX/XXXX for a check because I was concerned they hadnt received my XX/XX/XXXX payment on time ... so Freedom Mortgage adviced me to stop payment on the check and call back the same day and pay on the phone which I did ... they are claiming I put a stop payment on my XX/XX/XXXX and XX/XX/XXXX payments which I only did for the check I made on XX/XX/XXXX, I called back and made the payment over the phone and they gave me a confirmation number. The money was withdrawn from my account by freedom mortgage. My statement shows the stop payment for the check only, the other two payments were made. No where in my statement states that I put a stop payment on my XX/XX/XXXX payment ( paid over the phone ) nor my XX/XX/XXXX payment ( paid over the phone ) the only stop payment that states is the check I made for XXXX ( check # XXXX ) this is shown on the end of my XX/XX/XXXX statement. I have spoken to multiple people ... XX/XX/XXXX talked to XXXX Id # XXXX she said by XX/XX/XXXX everything should be revised and fixed. Talked to XXXX Id # XXXX he put in a request for a XXXX to call me back no manager ever returned my call. Nothing was fixed by XX/XX/XXXX. XX/XX/XXXX spoke with XXXX id # XXXX we were on a three way call with my bank her name was XXXX, she answered all of XXXX questions. She said she has to put in a request to research check # XXXX for the amount of XXXX I never made a check for that amount nor that check number. She said she would call me back once she had an update on my situation, she called on XX/XX/XXXX and left me a message to call back when I called back they werent unable to get a hold of her I spoke to XXXX # XXXX he then transferred me to XXXX id # XXXX ( shes in collections ) she said everything was resolved when I asked her about why does it show that I still owe for XX/XX/XXXX when I sent the check and I carried the check she said they hadnt received it yet, I also questioned the fees she said she was going to put a request to review and haves them waived ... after I got out of the phone I confirmed from the bank they had charged the money on XX/XX/XXXX, they had applied to my XX/XX/XXXX payment. So now theyre saying I still owe XX/XX/XXXX. I spoke to XXXX  Id # XXXX now she says the target to get everything fixed was XX/XX/XXXX I asked to speak to a manager again no one was available she was finally able to transfer me to a supervisor XXXX whom I explained the situation she said she was going to talk to XXXX and XXXX to get an update and that she was going to give me a call by the end of the day ... I wanted all day no call and today XX/XX/XXXX didnt receive a call from them either. Like I have explained to them I have a son with a XXXX who requires all my attention. Honestly I spend so much time talking to people on the phone explaining all my situation and being on the phone for more than an hour.

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