Consumer complaint received 07/20/2017 about Mortgage (Conventional home mortgage) with FREEDOM MORTGAGE COMPANY (MS).
Issue: Struggling to pay mortgage

Complaint: This shall be the fifth complaint about Freedom Mortgage and frankly I am very tired of their XXXX poor customer service and fake ID 's, not responding to letters sent via US Postage and not following Federal Law now. My first complaint was processed on XX/XX/XXXX and I mentioned about my pump house going out and I had spoken to a few account reps but would get a call back and nothing was documented on my account. Let it also be said this is yet another time Freedom has managed or purchased my loan. So I got a friend to witness all the calls and submitted at least on 20 different occasions my paperwork for loan modification that Freedom denies receiving although I have provided fax transcripts and signatures of people who signed for those documents. Then the people who respnd to these things it is my belief are not actual people or real names since the Post Office is unable to locate these phantom people. Finally they accuse me of not communicating ; which is one thing I have done quite a bit. I just refuse to speak to any robo call and those who say their names are not telling the truth. So fast forward to XX/XX/XXXX ; I received a letter stating I owed XXXX, XXXX USD and that includes the current month. So I sent a check for {$2000.00} to cover XX/XX/XXXX and XX/XX/XXXX payments and so I would be current with mortgage payments minus the late payments. Freedom did not apply the payment as required by Federal Law, and in fact since XX/XX/XXXX 2016 they have not been applying my payments as the law requires. I sent a letter to Freedom and they have said they will look into the matter and also asked to have my account audited for payment accuracy and have yet to hear from them with a exception of they will get back to me. I will add this is the very first letter that I have sent to them out of several complaints that they have actually responded too. As I understand the written law the bank must apply the payment in complete as long as it covers the principle, Interest and escrow and the late charges are to be dealt with separate. So rather than now owing them over 3k like the letters they have sent I should be current minus owing late fees which according to Federal law the last 2 months of late fees and home inspection fees are fraudulent and not legal. So hopefully now before that XXXX XXXX in the White House makes this Organization go away hopefully we can get this corrected. EDIT if you look at the previous replies from Freedom neither were followed through by the company. They say a " Payment Plan '' was offered but in American to have aupdated contract or a contract both parties must agree to the conditions of the contract. This party had zero knowledge nor would I have been able to pay such a high plan. It is explained in detail in the complaint prior to this one. Also please note that Freedom never closed out or responded to the prior complaint which is their way of doing business ; and I do not see it getting any better. I never asked these thieves to buy my loan and this is the exact same thing the FTC fined them for a few years ago.

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