Consumer complaint received 2017-02-20 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Freedom Mortgage Company
State: MD

Complaint narrative:
Freedom Mortgage has been aware since XXXX XXXX they owe me {$3100.00} from XXXX duplicate mortgage payments and has taken no steps to remedy the issue. 

In XXXX or XXXX XXXX, my mortgage was sold to Freedom Mortgage. My automatic payment for my previous mortgage company was no longer valid, so I called to make a payment, then attempt to set up automatic payments. My first attempt at setting up their automatic payment was unsuccessful, and I never received confirmation that the automatic payment process went through. Both my XXXX and XXXX mortgage payments were one-time payments. In XXXX, I set up automatic payment for my mortgage through my bank because I was unable to do so through Freedom Mortage 's website. The only correspondence I received from Freedom Mortgage in XXXX XXXX was three emails on XXXX/XXXX/XXXX through their " Secure Email Center '' with a password reset. 

In XXXX XXXX, Freedom Mortgage began deducting my payment from my bank account. Again, I had received NO confirmation that any auto payment was set through Freedom Mortgage, so the automatic payment established through my checking account on XXXX/XXXX/XXXX ( and for which I have an email confirming its setup ) was also sending monthly mortgage payments to Freedom Mortgage. 

In XXXX XXXX, I discovered the duplicate monthly payments and contacted Freedom Mortgage. I was instructed to email with proof of duplicate payments, which I did on XXXX/XXXX/XXXX with a screenshot of my bank statement from XXXX-XXXX. I did not receive a response from the company acknowledging my email or a confirmation the email was received. 

I contacted Freedom Mortgage today, nearly 1 month later, and was told " they never received my email, '' " they would escalate my request, '' and they " attempted to call me on XXXX/XXXX/XXXX to follow up on my issue, but could not leave a voicemail because the mailbox was full. '' This is a false statement ; I did not receive a call from them on XXXX/XXXX/XXXX, and my voicemail box has not been full. They have not made any attempt to correct this issue. 

It is appalling to me that a financial institution can enact automatic payments without sending proof or confirmation of doing so. It is also egregious that emails sent to their customer care department, particularly concerning an escalated issue, go unanswered. This company has no regard for its customers, and its customers have no recourse other than refinancing to avoid working with this company. 

{$3100.00} ( {$1000.00} x 3 months ) has been out of my bank account from XXXX, XXXX, and XXXX XXXX -- this money has not been available to me ; Freedom Mortgage has had access to my money and has accrued interest on my money, without authority to do so. 

I would like my funds, plus interest, returned IMMEDIATELY to my checking account. I also urge an investigation of Freedom Mortgage 's customer correspondence practices and its process for establishing automatic withdrawals from customer accounts without sending correspondence confirming this action. 

Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX MD XXXX XXXX

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