Consumer complaint received 2015-10-19 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Freedom Mortgage Company
State: NV

Complaint narrative:
CFPB COMPLAINT FACT SHEETXXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXXWe have had XXXX mortgages with:XXXX XXXXLoan No. XXXX XXXX XXXX XXXX - XXXX XXXX, XXXX XXXXWith both of our mortgage loans with XXXX XXXX XXXX, our check and coupon were mailed on the XXXX - XXXX of each month, received and posted within five days of when we mailed the payment. We have never been late, not even one day. 

On or about XXXX XXXX, we received a letter from XXXX XXXX advising us that the servicing of our mortgage was being transferred, effective XXXX XXXX, 2015 to : Freedom Mortgage CorporationXXXX XXXX XXXX, XXXX XXXX - XXXXWe called Freedom Mortgage Corporation on XXXX XXXX, 2015, seeking our new loan/account number. A female in Customer Service advised us that the information I was seeking would not be available until XXXX XXXX, 2015. Checking the Freedom Mortgage Corporation website on XXXX XXXX, 2015, a notice was " pinned '' to the Home Page, advising that account numbers would not be available until XXXX XXXX, 2015. 

On XXXX XXXX, 2015 we called Freedom Mortgage Corporation Customer advised that our new Account Number was Freedom Mortgage Corporation Loan XXXX. I was advised that the XXXX 2015 Payment, under U.S. Government Regulations, not considered late for 30 days from the date of the mortgage transfer date. 

On XXXX XXXX, 2015, from the XXXX XXXX XXXX USPS, we mailed Check Number XXXX, payable to Freedom Mortgage Corporation and Loan Number XXXX - XXXX 2015, clearly marked on the memo line of our check to : Freedom Mortgage CorporationXXXX XXXX XXXX, XXXX XXXX - XXXX checked our XXXX XXXX XXXX XXXX, ( Routing Number XXXX ), Account No. XXXX, every few days to see if our check had been presented. We also checked our Freedom Mortgage Account page to see if our check had been posted. We observed neither of these actions, still on XXXX XXXX, 2015. 



On XXXX XXXX, 2015 to protect our XXXX Account and preserve our credit standing, we transferred from savings {$1100.00} to our " House Account '' XXXX. We went online to the Freedom Mortgage Corporation website and issued from XXXX XXXX an ACH debit in the amount of {$1100.00} and received Confirmation No. XXXX. 

On XXXX XXXX, 2015, on the XXXX Online site, we issued a Stop Payment Order on our check XXXX that was either lost or mishandled by Freedom Mortgage Corporation. We paid the {$25.00} SPO fee to XXXX. 

Part of the pride of home ownership is also the pride of making mortgage loan payments on time. When we check XXXX and Online Complaints for Freedom Mortgage Corporation, we were aghast at the XXXX complaints, many about misplaced payments, misapplied payments and untruthful statements by Customer Service personnel. We had heard of Predatory Mortgage Corporations. We were careful in choosing XXXX XXXX XXXX and had no say in the transfer of our mortgage to a predatory mortgage corporation. 

We request that Freedom Mortgage Corporation credit our escrow account with the {$360.00} that appears on our XXXX XXXX XXXX 2015 statement, ( attached ) ; instead of the {$200.00} that appears as an escrow balance on the Freedom Mortgage Corporation XXXX XXXX, 2015 online statement, a variance of {$160.00}. 

We request that Freedom Mortgage reimburse us the {$25.00} XXXX Stop Payment Order fee. 

We request that Freedom Mortgage Corporation forward to us our check XXXX marked canceled.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation