Consumer complaint received 2018-10-16 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Freedom Mortgage Company
State: ID

Complaint narrative:
XX/XX/2018 I own two homes. We reside in one and rent the other home.. Our Mortgage company was XXXX XXXX at XXXX XXXX XXXX XXXX XXXX VA XXXX phone # XXXX, service transferred to Freedom Mortgage in XX/XX/2018. Money Orders were sent to XXXX XXXX on XX/XX/2018. One in the amount of {$1000.00}. the other for XXXX. This amount was for XXXX 's house payment. XXXX XXXX acknowledged they received them and said they overnight-ed them in their bulk mail without being cashed on XX/XX/XXXX. The money orders were made out to XXXX. Freedom Mortgage can not find them. We found out they were cashed on XX/XX/2018. In order to find out exactly who cashed them we will need to pay {$30.00}. and send the information on the back of the stubs to the dept. that handles that. Freedom Mortgage contact info. is XXXX XXXX XXXX XXXX TX XXXXphone # XXXX. Copies of both money orders receipts were sent to Freedom and XXXX for their records. Please help us to figure out what is the next action as neither Mortgage companies want to take responsibility for this. I have spent hours on the phone with many people from both companies. Freedom keeps sending threatening letters of collections. We have never been late on any payment and have excellent credit. This is insulting and frustrating. Here a a list of people I have talked to from Freedom : XX/XX/18 XXXX ID # XXXX XX/XX/18 XXXX ID # XXXX XX/XX/18 XXXX ID # XXXX XX/XX/18 XXXX ID # XXXX { a three way call was done to XXXX   where we talked to XXXX. XXXX was to send Freedom info. as to bulk amount sent to Freedom and he said it could take up to eight days for Freedom to recieve it. He was to send it to Freedom Mortgage at XXXX XXXX  promised she would call me back asap but she never did and is no longer with the company. } XX/XX/18 XXXX ID # XXXX   XX/XX/18 XXXX ID # XXXX XX/XX/18 XXXX ID # XXXX XX/XX/18 XXXX ID # XXXX { three way with XXXX from XXXX. XX/XX/18 XXXX ID # XXXX. XXXX wants us to send proof of purchase of money orders from our bank. They already have copies of the money orders receipts and proof they overnighted them on the XX/XX/XXXX. We are not comfortable giving our personal bank info. to anyone. Clearly something illegal happened here. Every payment has been made on time. Why am I suppose to investigate this myself. I am being put through the wringer and I need help. If I pay this again just to keep out of collections, it would be admitting guilt to something we did not do and we would never see our payment that was sent found by Freedom. Payment was sent on the XX/XX/XXXX to XXXX. We did not have a payment book or new loan number yet from Freedom. XXXX overnight-ed to Freedom both money orders on the XX/XX/XXXX. They were cashed by someone on the XX/XX/XXXX, even tho they were made out to XXXX. Something is seriously wrong, please help. Any assistance would be greatly appreciated.

Thank You,

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