Consumer complaint received 2016-02-23
Company: Freedom Mortgage Company
State: MD
Product: Mortgage
Sub-product: VA mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
We purchased our home on XXXX XXXX, XXXX via a VA Loan. We made our first payment to XXXX Mortgage without any problems. After which our loan was sold to Freedom Mortgage. Thus the problems begin. 
The issues of Freedom Mortgage Corporation servicing our loan began in early on XXXX XXXX, XXXX. We paid Freedom Mortgage on XXXX XXXX, XXXX in the amount of {$1700.00}, which was in the form of a cashier 's check. I received a call from a customer representative for Freedom Mortgage on XXXX XXXX, XXXX stating that our payment had not been received by payment processing. After verifying all information he confirmed that the payment was mailed to the right address for payment processing which was Freedom Mortgage, XXXX. XXXX XXXX, XXXX OH XXXX. He suggested we wait a few days for the payment to be located. 
On XXXX XXXX, XXXX my wife and I called Freedom Mortgage and our payment still had not been posted. We were told that they would make a note on our account that the payment was lost. Or, it is possible it may not have made it to the cash center for processing as of yet and to keep calling for the status of the payment. 
We spoke with numerous representatives from XXXX XXXX, XXXX, and still had no clear answer about the status of our payment. We spoke with XXXX on XXXX XXXX, XXXX, she suggested we make an another payment over the phone without taking into consideration the cashier 's check that was sent on XXXX XXXX, XXXX which they may have lost. She stated there was nothing else they could do. 
We called back within that same hour and spoke with XXXX who stated that she would make a note on our account, but if payment is not received/found by the XXXX XXXX, XXXX we would incur late fees and a late payment would be reported to the credit bureau. I informed her that during the 60-day period beginning on the effective date of the loan servicing transfer, the payment may not be treated as late. 
XXXX suggested we mail another payment to the overnight address, Freedom Mortgage XXXX XXXX XXXX, XXXX XXXX, XXXX IN, XXXX, which was for rush payments. 
I went to XXXX XXXX on XXXX XXXX, XXXX, cancelled the lost cashier 's check at a cost of {$34.00}. I then purchased another cashier 's check for {$1700.00} and mailed it overnight at a cost of {$22.00} to the required overnight address of XXXX XXXX XXXX, XXXX XXXX, XXXX IN, and XXXX. 
We called Freedom Mortgage on XXXX XXXX, XXXX asking if they had received our payment. The representative stated that they received our payment and has located the lost payment as well. So now we have XXXX payments posted, but XXXX is no longer valid, in lieu of the fact we were told that it was lost. We informed them that since they told us the cashier 's check was lost we cancelled it and reissued a replacement. At that point we were told they would be charging us a late fee. 
On XXXX XXXX, XXXX we mailed our next month payment overnight to Freedom Mortgage, XXXX XXXX XXXX, XXXX XXXX, XXXX IN XXXX and it was signed for by XXXX XXXX. 
Our next payment was mailed on XXXX XXXX, XXXX to the required overnight address of XXXX XXXX XXXX, XXXX XXXX, XXXX IN, and XXXX. It was received and signed for by XXXX XXXX on XXXX XXXX, XXXX. We received a letter on XXXX XXXX, XXXX from Freedom Mortgage dated XXXX XXXX, XXXX stating that our payment has not been received. And that a late charge of {$69.00} has been assessed to our account. 
My wife called on Freedom Mortgage customer care XXXX on XXXX XXXX, XXXX and spoke with XXXX who stated that they have no record of our payment. I explained to her that USPS emailed me verification that the payment was received and signed for by XXXX XXXX on XXXX XXXX, XXXX. And that I have a scanned copy of his/her signature.

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