Consumer complaint received 2021-03-12
Company: Freedom Mortgage Company
State: CA
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
I would like to report a problem related to my mortgage being purchased by Freedom Mortgage from XXXX XXXX XXXX XXXX 
My loan with XXXX # XXXX had been acquired by Freedom Mortgage on XX/XX/XXXX2021, servicing change effectiveXX/XX/2021. The new loan number with Freedom Mortgage is XXXX. 
I was notified of that by mail by XXXX via a letter that instructed me to make my payment for XX/XX/XXXX2021 to XXXX and make future payments to Freedom Mortgage. 
I made a payment in the amount of XXXX with the note to apply {$2200.00} towards my Monthly Payment ( paid in full ) and apply the remaining balance of {$6100.00} towards my principal. The check was cleared by XXXX on XX/XX/21 but I do not have a way to capture a screenshot of it as XXXX removed all historical mortgage data from my account. 
The balance, transferred to Freedom Mortgage was incorrect and was missing the additional {$6100.00} payment I'd made. I've made several phone calls to both of these companies including a call to Freedom Mortgage on XX/XX/XXXX, XX/XX/XXXX, and today, XX/XX/XXXX2021 as well as a call to XXXX on XX/XX/XXXX 2021. 
Neither company was able to give me a definitive answer on when and how the payment would be transferred to Freedom Mortgage and why my loan amount shown on their side was higher by over {$6000.00} at {$410000.00}. I have received no written confirmation of my inquiries or reports of actions taken to rectify them. 
Today, on XXXX XXXX, 2021, I still do not see that payment applied to my account on Freedom Mortgage. 
I made another call to Freedom Mortgage and their rep advised me that the payment for {$6100.00} had been received on their end on XX/XX/XXXX but it wasn't applied to my principal, even though I wasn't able to see it in my online Freedom Mortgage account. He also stated that the payment date was not set to XX/XX/XXXX but to XX/XX/XXXX, which means my account continued to incur a XXXX in interest charges which should have been offset by that payment as of XX/XX/XXXX. The interest accumulated by that money is mine and is due to me, as of the moment the check is cleared by the lender, which happened a month earlier than currently recorded. 
This payment of {$6100.00}, and the accrued interest, need to be applied to my mortgage principal with the corrected posting date and the remaining interest on the mortgage needs to be recalculated and adjusted to account for the month lost. 
I requested that of the Freedom Mortgage rep I spoke to today, XX/XX/XXXX 2021. 
Given the extended troubles I've had with this transaction, I requested said Freedom Mortgage rep to send me an email confirmation to reiterate my ask. However, I was told that no written communication to customers is allowed to happen for any inbound inquiries. 
It is appalling to me that a mortgage lender would have policies aimed at reducing consumer transparency and disallow any written communication between customers and the customer service department. It appears that this lack of consumer communication is precisely the reason why my outstanding payment had been applied incorrectly as I would have ensured the proper details around the date & designated account were captured properly had I received any email correspondence for 2 of my previous calls. However, what I was told in regards to that was even more baffling. I was told that if a request related to a payment came in before the funds were received, it was considered a premature inquiry, and the request was closed automatically. In my case, this resulted in my funds being mismanaged and in my eyes that violates the fiduciary responsibility the lender has to me and committed fraud by failing to perform an action I explicitly asked them to perform.

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