Consumer complaint received 2024-06-06 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Fees charged
Company: Freedom Mortgage Company
State: OR

Complaint narrative:
Service of my Mortgage was recently transferred from XXXX to Freedom Mortgage. The subject of my complaint began with XXXX, but Freedom Mortgage has refused to assist me. 


In brief, I repeatedly encountered errors attempting to make my mortgage payments in late XXXX through the first half of XXXX. XXXX never alerted me to these issues I only found out when I got a letter in the mail saying I hadnt paid them ( including them charging me late fees ), or by happenstance the next time I logged in to their web portal. I diligently and regularly made my monthly payments, and I even made attempts to re-issue payments when I found there had been an issue. All the while, I repeatedly called and emailed XXXX customer support asking for a solution. I was told time after time that things were being worked on, that this was a known error, and that I was one of many customers experiencing the same issue. Regardless of those assurances, the issues persisted month after month.

Prior to service of my mortgage being transferred to Freedom, there were two long outstanding issues that XXXX never rectified : 1 ) While XXXX records alleged return payments, my bank does not agree. There were multiple times in XXXX when XXXX said they had only received *1* payment from me due to the aforementioned payment system issues, but *2* or even *3* payments had left my bank balance as I repeatedly tried to successfully make my payment. To this day, my bank account reflects many payments to XXXX they claim to have never received. 
2 ) Despite XXXX repeatedly acknowledging the error causing the misapplied payment error was known and on their end, I was repeatedly assessed late fees and return check fees. At first, I assumed that I must have made an error and paid some of those fees ; however, I quit doing so after XXXX advised it was a known issue, and when they kept promising me they were working on fixing things.

After my mortgage was transferred to Freedom, upon logging in for the first time I immediately noticed that the erroneous fees were still charged against my account. I called Freedoms customer help line, and they told me they should be able to remove the fees if I sent them numerous documents detailing the issues with XXXX. I did so via their web portal promptly after, including a lengthy write up describing the issues and my previous effort to remedy the problem with XXXX. 

In their first reply, Freedom sent me a copy of XXXX payment ledger, which reflected the same info I had sent to them regarding the erroneous charges. They told me that they would not waive the fees due to that ledger. I responded that this did not make sense, as the info they had sent me supported my account of the past payment issues and errors on XXXX end. 

In their second response, Freedom told me that they could not waive the fees since they were assessed by a prior servicer. In response, I asked for Freedom to tell me why specifically they are unable to waive fees that *they* are asking I pay *to them*. Freedom has yet to respond.

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