Consumer complaint received 2021-06-08 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — 
Company: Freedom Mortgage Company
State: VA

Complaint narrative:
Summary : 1 ) For transition from XXXX to XXXX then Freedom Mortgage, XXXX never notified me even though I had reached out to the XXXX representative about where to send the payments to. 
2 ) Freedom Mortgages accounting is extremely disorganized. They keeps charging me much higher than the actual due amounts. Their representatives never get back to me to clear the issues despite many hours on the phone. My account # is XXXX. 
3 ) Many many hours have been spent on the phone to sort out these issues and still no resolution to date. 
4 ) I had over XXXX credit score before going into this. My credit has been impacted to no fault of my own. I deserve a better mortgage company who can truly service my loan. If possible, I would love to switch to a different company with no additional costs. 

Details : I closed on a mortgage with XXXX, loan # XXXX with the main point of contact of XXXX XXXX XXXX on XX/XX/XXXX. I was told that my first mortgage payment would be due on XX/XX/XXXX. I had contacted XXXX XXXX in mid XXXX about where to send the payment to. She kept saying there will be a letter in the mail but provided no information at all. I didnt receive any information in the mail and proceeded to make payment to the information indicated in the closing document and made payments good for 2 months. 

I learned in early XXXX that XXXX had XXXX service their loans, then my loan was sold to Freedom Mortgage. I didnt get any notice from XXXX nor XXXX about this transition. XXXX did not know where the payments XXXX sent went to. I had to spend more than 15 hours on the phone, 5+ with my bank at XXXX who had issued 3 checks to XXXX, 5+ hours with XXXX, XXXX XXXX XXXX XXXX XXXX 4+ hours with Freedom Mortgage. Even though I agreed to one month of payment to be made at the end of XXXX for XXXX through Freedom Mortgages website in my account, but 2 months of payment was charged instead. I should be good until end of XXXX. 

However, on XX/XX/XXXX, there are 31 entries of payments made and reversed in my Freedom Mortgage account, and says {$4000.00} due. Freedom Mortgage claimed on XX/XX/XXXX that the payment made by XXXX to Freedom was returned but XXXX said subsequently it was not. In the meanwhile, my credit has been impacted with a drop of credit scores. 

There is no integrity to the electronic system of Freedom mortgage accounting. Random charges was made and little information about who made the payment ( no distinction of payment made by XXXX vs me ). 

I gave XXXX my business with top credit history of over XXXX. Terrible transition by XXXX and I am left with a horrible mortgage company who has already impacted my credit score in 4 months to no fault of my own. 

Since I serve in the military, I have had to move often. This was the 8th mortgage I have made and by far the most disorganized process by XXXX and Freedom Mortgage. I gave XXXX my business with top credit history of over XXXX. Terrible transition by XXXX and I am left with a horrible mortgage company who has already impacted my credit score in a mere 4 month period, to no fault of my own. I had more than XXXX credit score and still are current in all of my other accounts ; however, my credit has been impacted from the mess that all these banks have created. 

I have been trying to pay at Freedom Mortgage but they are charging me so much more than what I should pay. I was trying to pay in XXXX for one month knowing that the check from XXXX for is forthcoming, but Freedom Mortgage ended up charging me for 2 months even though the confirmation of payment is only for one month. Freedom Mortgages online account is extremely disorganized where there had been 31 entries between XXXX and XXXX where there should be just 4 entries for payment.

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