Consumer complaint received 2022-05-13 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — 
Company: Freedom Mortgage Company
State: FL

Complaint narrative:
In XX/XX/2022, we received notice that our insurance had gone up and our escrow would face a shortage. We were advised by Freedom Mortgage that in order to prevent a shortage, our monthly mortgage would be increased from {$2700.00} to {$3100.00}. Or, we could make a one-time escrow payment of {$3000.00}. We called and informed our mortgage company, Freedom Mortgage, that we would be making the one-time of XXXX, sometime in XXXX, 2022. In XX/XX/2022, we sent to Freedom Mortgage a check for our regular payment of {$2700.00}. We were never informed that there was also an increase in the monthly mortgage payment regardless of the fact that we made the one-time payment to the escrow for the shortage. According to our bank, XXXX XXXX XXXX, the payment of {$2700.00} was cashed on XX/XX/2022. Shortly thereafter, we sent an additional check to XXXX XXXX in the amount of {$3000.00} for the escrow shortage. The {$3000.00} check was cashed according to our bank, on XX/XX/2022. The check for {$3000.00} was an incorrect amount. The check should have been for {$3000.00}. On XX/XX/2022, we realized our mistake and we called Freedom Mortgage to advise a check for {$49.00} was already in the mail. From that call we were transferred to XXXX XXXX to further assist us. XXXX XXXX stated that she was an Escalation XXXX and that she would be helping us to resolve any issues. She informed me that our payments were incorrect in that our new payment regardless of the fact that we paid the escrow shortage, would be {$2800.00}. We were never informed via letter or any other form other of communication about the increase in the monthly mortgage payment until we spoke with XXXX XXXX on the Phone on XX/XX/2022. At the time of the conversation with XXXX XXXX, XXXX XXXX advised that we need to make a payment of {$430.00} for various reasons and to apply to certain things including the {$49.00} that we were short of on the escrow check. We made an over the phone payment to XXXX XXXX on XX/XX/2022 and advised her that when the check that we sent out for {$49.00} is received, she could just apply it to our account. We advised XXXX XXXX that we also had a late charge on our statement that should not be there. Our mortgage was received and paid on time in XX/XX/2022. We also stated that perhaps someone confused the mortgage payment with the escrow payment which was received and cashed after the mortgage grace period of XX/XX/2022. XXXX XXXX stated that she would have the late charge removed ; and she did. We also advised XXXX XXXX that our mortgage statement for XX/XX/2022 and it states they we owe approximately {$6000.00}. XXXX XXXX advised that we should ignore the XXXX statement because everything has been straightened out. Shortly after XX/XX/2022, my husband and I checked our credit reports and we discovered that Freedom Mortgage has reported us as being late 30 days in XX/XX/2022. We notified Freedom Mortgage of the 30 days late that they reported to the credit bureaus and of the fact that our XXXX Mortgage statement also says that we owe {$6400.00}. We the notification thru XXXX XXXX via email and she stated in her return email that Freedom Mortgage has us reported as paying on time and again we should ignore the XXXX mortgage statement because perhaps the paperwork has not caught up with the account. We have received the XXXX late payment information for XX/XX/2022 that Freedom Mortgage notified XXXX and XXXX as early as yesterday, XX/XX/2022. XXXX XXXX 's statement is incorrect. Freedom Mortgage has sent an answer to our first complaint that we filed with you stating when this or that payment was made, but they have not addressed nor corrected the issue of reporting us as being 30 days late in XX/XX/2022, to the credit bureaus, when they indeed cashed our XX/XX/2022, monthly mortgage payment check. My husband and I are both seniors whose health is not the best. These unnecessary issues cause us undue stress. We have always made our mortgage payments as we should not be reported as late when that is not so. Freedom Mortgage has cashed every one of our checks every month with no exceptions or skipping of any month. I have the bank records to prove this point.

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