Consumer complaint received 2017-08-26 00:00:00
Product: Mortgage — FHA mortgage
Issue: Closing on a mortgage — 
Company: Freedom Mortgage Company
State: CA

Complaint narrative:
I sold my home and paid off my loan in full through Freedom Mortgage, the closing date was XX/XX/XXXX. After payment was taken in full and I no longer had an escrow through Freedom Mortgage, I was owed money out of escrow for a total of {$680.00} for overpayment. I received this check and deposited it into my account with XXXX XXXX on XX/XX/XXXX. 
On XX/XX/XXXX Freedom Mortgage deducted a payment from my XXXX XXXX bank account of a total of {$620.00}, this was my normal amount for my bi-weekly mortgage payment through Freedom Mortgage. Despite my loan being paid in full and my account closed with the company, they still deducted my mortgage payment. I contacted them several times between XX/XX/XXXX and XX/XX/XXXX  regarding this refund they owed to me. 
I called the company on XX/XX/XXXX in regards to the check, they told me that they sent the check out at the same time as escrow check. I received the escrow check but never received the check for the mortgage payment taken out of my account. I was told to watch out for the check another week or so and contact them again if I do n't receive it. 
On XX/XX/XXXX I contacted Freedom Mortgage again and spoke to a woman in regarding the check. She told me that in their system said the check shows it had not been cashed yet. She said that she would put a stop to that check and put a ticket in to re-issue a new check of the same amount. I was told that I would hear back from them by XX/XX/XXXX about the re-issuance of the new check. I never received a phone call about this. 
On XX/XX/XXXX I called back and spoke with a teller named XXXX ( teller ID # XXXX ). She explained that their system showed that check had been returned to them because it was not cashed yet. She confirmed that the address they had on file was correct, and it was my correct mailing address on file. She told me that they will send a new check no later than XX/XX/XXXX. I still had not received the check so I called back on XX/XX/XXXX ( do not remember the name of the teller I spoke with ), they had told me that the new completion date for this check to be sent out was now XX/XX/XXXX. They also confirmed that in their system it showed the check for {$620.00} had still not been cashed. 
On XX/XX/XXXX I spoke with XXXX whom is a supervisor at Freedom Mortgage. He told me that their system now shows the the check for {$680.00} was cashed on XX/XX/XXXX and requested a copy of the check and proof it was deposited from their financial department. I asked how it was cashed back in XX/XX/XXXX when I have been calling several times and each employee had told me that in their system this specific check showed that it had not been cashed yet. He had no answer for me and just let me know that they can not do anything about it since it 's been cashed. 
I called back on XX/XX/XXXX and spoke with XXXX ( employee ID # XXXX ), and she verified that their system shows that the check was cashed on XX/XX/XXXX in their system ( Check # XXXX ). I had not yet received the proof that it was cashed or a copy of the check from the company, she told me that she was going to email a few people to try and get that as soon as possible. They were already gone for the day so she notified me that she will call me back the next day once she 's heard from them. I received the copy of the check on XX/XX/XXXX. The information on the document was a copy of the front and back of the check, and information of what account the check came out of but no information of where it was deposited into or with what bank. The signature on the back of the check was my name, but not my signature. 
On XX/XX/XXXX XXXX called me back and she asked me to email her the copy of the check that the financial department sent me so that she can begin looking into it for me. I emailed her the copy of the check shortly after we spoke on the phone. She called me back on XX/XX/XXXX to notify me that she did receive the copy of the check that I emailed her. She told me that she will look into it further because it looks a little odd since normally there is information on the check as to where it was cashed or with what bank, she let me know she will update me once she gets more information on this check. 
On XX/XX/XXXX I called the company back since I had n't heard from XXXX in a while and I spoke with XXXX. He explained to me that they have it in their system that a copy of the check was sent to me for the {$680.00} check and not the {$620.00} check. He said he was going to open up a ticket to have the check researched for the {$620.00}, and see if they will be able to provide me with any further information as far as what bank it was cashed at and everything. He let me know he would have his supervisor call me back as I requested to have confirmation that it is being researched and notified as to their findings. He told me it will be completed by XX/XX/XXXX, but I requested it be completed sooner since I have been calling about this for so long and I do n't have an mortgage with them and they never sent me the check. He than called me back the morning of XX/XX/XXXX to let me know that his supervisor just told him to have me notify the police in regards to the check being cashed not by me and that they will not be able to do anything about it. He also notified me that all of the notes in their system now say that every time I called they told me that the {$620.00} check showed it was cashed in their system the whole time. I explained that every time I called they did NOT tell me it was cashed and I was told there was a stop on the check back in the beginning of XX/XX/XXXX ( which was after the check was supposedly cashed ). I notified him that I will be filing a complaint with the consumer finance about this as I feel that I have been lied to multiple times and i 'm not even sure they sent the check in the first place as I should have received it the same time as the other check since they were mailed out at the same time. I have still yet to have heard back from them in regarding the research on their part for the {$620.00} check.

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