Consumer complaint received 2019-11-19 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — 
Company: Freedom Mortgage Company
State: TX

Complaint narrative:
Freedom Mortgage accepted and then later rejected the full payment of our mortgage made on XX/XX/2019 in the amount of {$290000.00}. This payment is in excess of the Payoff Statement balance in the amount of {$290000.00} provided to us in writing on XX/XX/2019 from Freedom Mortgage. That payoff statement, which was given to all parties including the title company representing the sale of the property, reflects the total amount due under the terms of the note/security instrument through the closing date of XX/XX/2019. It was confirmed that Freedom Mortgage accepted the wire in the amount of {$290000.00} via XXXX XXXX. 

On XX/XX/2019, Freedom Mortgage notified us in writing that our Loan, had been paid in full and the account closed. We received a notarized Release of Lien dated XX/XX/2019, signed and witnessed by Freedom Mortgage Vice President, XXXX XXXX. The mortgage release documents were processed and mailed to the County Clerk, effectively transferring the property to new owners. On XX/XX/2019, we received a refund check from Freedom Mortgage for funds due to us from the recent payoff of this loan. The unknown events that transpired from XX/XX/2019 to present day are indicative of a major error in accounting on the loan. As of today, Freedom Mortgage is no longer properly crediting the payoff they received on XX/XX/2019 to the principal balance of the closed loan. Without explanation, Freedom Mortgage is now holding all wired funds received in a suspense account and erroneously attempting to collect additional mortgage payments, interest, and fees from me on the sold property. Freedom Mortgage is also inaccurately reporting me to all three credit bureaus for late payment delinquencies in reference to this loan. In an effort to research and resolve this issue, I have made several phone calls, spoke to numerous customer service representatives, and spent countless hours on the phone to no avail. As of XX/XX/2019, all attempts made to Freedom Mortgage requesting comprehensible information have been denied and unanswered. No one in this company is allowed to provide me with their last name or a call back number which renders all attempts to rectify pointless and any notion of progress 100 % impossible. 

I would like Freedom Mortgage to correct their records and classify my loan as satisfied and paid in full, effective XX/XX/2019. Do not reopen this loan without my consent. Please stop the continued misreporting of our account to credit bureaus as this is causing significant damage to our credit worthiness. I am also formally requesting that Freedom Mortgage reverses the wrongful credit reporting made to XXXX, XXXX, and XXXX in reference to this loan. If any oversights were made by Freedom Mortgages accounting department on this loan, I am requesting to be notified in a fair and reasonable manner in writing with supporting detailed documentation.

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