Consumer complaint received 2025-04-21 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: Freedom Mortgage Company
State: OR

Complaint narrative:
Freedom Mortgage I received a statement in XXXX date as of the XXXX all this is XXXX Statement stated under " Explaination of Amount Due '' a " Total Amount Due '' amount of XXXX. Under Explantion of Amount due it broke down the XXXX as XXXX principal XXXX Interest XXXX Escrow = XXXX * * Total Fees & Charges were XXXX Over due payment as XXXX and Upaid Late charges as XXXX for the total of XXXX. 

on or about XX/XX/XXXX I called talked with agent and paid XXXX confirmed the amount on XX/XX/XXXX statement was in fact everything since the begining of my loan that was unpaid on all listed above. 

on or about XX/XX/XXXX I made XXXX seperate payment of XXXX each. Again verifiying the amounts on the statement were accurate. 

on XX/XX/XXXX I called and talked with an agent. I asked how much do I need to give you now to pay off the past due amounts. She looked at the account and told me XXXX plus the unapplied funds would pay it to zero. I asked multiple times if that was the complete amounts due on the loan. Yes was ALWAYS the answer. 

So I paid the XXXX. Then later that day decided to go ahead and pay a payment of XXXX as I was not at home and did not rember the exact amount of my Mortgage payement. Thinking it was for XXXX regular payment. 

Because I had paid majority of the XXXX payment I did not look at the XXXX Statement. I TRUSTED their statement and agents to be correct. 
I admit I missed XXXX payment and owe a late fee on it. 

On XX/XX/XXXX I looked at the statment to see it said I owed XXXX more. I paid XXXX again agent said this amount plus what was in the unapplied would pay everything current, On XX/XX/XXXX I went in to make my XXXX payment of XXXX which would not be late as it was to be in by the XXXX talking to the Agent she said it was all I owed. 

On XX/XX/XXXX I received a letter dated XX/XX/XXXX Stating I still owed another XXXX Broke out as Principal and Interest and escrow XXXX Late charges of XXXX Fees & cost of XXXX less Amount in Suspense of XXXX. 

I do not understand how the amount I keep owing is more that what I was told was on my XXXX statement and by agents. 
Nor do I understand why in the letter dated XX/XX/XXXX it still showed the fees and charges unpaid. 

They tell me the XX/XX/XXXX statement was correct..... Yet they go on to say this is how it was applied and the amount DO NOT match the XX/XX/XXXX XXXX nor the amounts comfirmed multiple time by agents. 

So in Reality I can NOT TRUST a monthly statement sent to me. I can NOT TRUST agents helping me with payments. 

NOT ONE time did anyone tell me that I owed more than the amount on the XXXX Statement. Nor did they offer an explanation of additional amount until I questioned them on the accuracy of the Statements they send. 
They have never said the statement was incorrect always say it is correct. 

According to what I read the statement sent by a mortgage company is to include ALL monies owed on that loan. 

Am I right or have I gone crazy. 

Today I received an message stating I still owe XXXX inspection Fee advance of XXXX in connection with prior forclouse status. Is still owed. Am I to understand they can withhold amounts due until they deem it approriate. That the forclouse status was paid in full with the amount they asked for at that time. So how can it show up as due now almost a year later? 

I was told by multiple agents for Freedom and understood the XX/XX/XXXX statement was all inclusive of the prior past due amounts dated most current and back XX/XX/XXXX XXXX XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX from XXXX account and They keep trying to auto pay from this account and auto pay was cancel long ago, XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX from a second account These payments total the amount of XXXX paid to date XX/XX/XXXX statement balance is XXXX verified multiple times this was the accurate total due on the account XX/XX/XXXX statement XXXX which included XXXX pay per agent XXXX payment XXXX Late fee for XXXX XXXX XXXX payment XXXX Total of XXXX Total paid XXXX less due XXXX leaves an over payment of XXXX dollars which they claim is past due amounts not listed on the XXXX  XXXX statement.

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