Consumer complaint received 2020-03-23 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Freedom Mortgage Company
State: NC

Complaint narrative:
On XX/XX/2020 I received a Payoff Statement from Freedom Mortgage. The amount of the payoff quote was {$66000.00}. The payoff quote was good through XX/XX/XXXX. I had an insurance check that was written to Freedom Mortgage and Myself in the amount of {$64000.00} that I received from my insurance company do to the property catching on fire. I contacted Freedom mortgage and was told by them that I needed to pay the difference so that the insurance check would be the exact amount owed when they received it. They informed me to go online and pay the amount of {$2000.00} towards principal and then send them the insurance check endorsed by me. On XX/XX/2020 I made a payment of {$2000.00} to principal like I was informed to do. I made sure that the payment to principal posted before I mailed out the insurance check. On XX/XX/2020 at XXXX XXXX at a USPS officXXXX I overnight mailed the endorsed insurance check, payoff quote, a letter to inform of a change of mailing address, and a letter of intent stating that I am sending this endorsed insurance check to pay off my loan. I mailed these items to Freedom Mortgage corporation Attn : Property Loss Dept. in XXXX SC as instructed by the Property Loss Dept. 
Freedom Mortgage customer service and their Property Loss Dept. as well as my online account look-up, recognizes that I paid the full amount of the payoff quote before it expired. I have spoken with Freedom Mortgage Customer service representatives, supervisors, and ambassadors about the fact that their system isn't showing the loan as paid off. They all have agreed that I have satisfied my loan by paying the total amount of payoff in the allotted time frame. It seems that the problem is that the check is being passed around from one dept. to another. It also seems that because of there mistakes and confusion that they actually generated a SECOND payoff quote on XX/XX/2020. I have spoken with them a ridiculous amount of times and nobody can seem to fix it on there end. With this problem still not fixed Freedom Mortgage is saying that I'm late on my payment due on XX/XX/2020 and that now I owe for XXXX and my bill due in XXXX. This is ridiculous.If this problem is not corrected by Freedom Mortgage quickly then they will put a bad mark on my perfect credit report. The biggest problem this is causing in my life is that I can't get any insurance checks from my insurance company written in my name so that I can give the builders funds to start building my new house. I need to prove to the insurance company that I've paid off my loan so that the checks won't have Freedom Mortgages ' name on them. Freedom mortgage is preventing this from happening. Me and my XXXX children are living in a temporary rental house until the new house can be built. We have a lease agreement and have to be out by a certain date. Freedom Mortgage is preventing this. This problem needs to be addressed and corrected as urgently as possible.

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