Consumer complaint received 2024-10-08 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: Freedom Mortgage Company
State: IA

Complaint narrative:
Starting on my XXXX statement I noticed that payments were being applied to my mortgage that I did not make. So I called Freedom Mortgage to ask why and how these payments were being applied to my account. They told me that they were going to look into it. I have never heard back initially until I contacted them again. 
Then on my statements I noticed my account being touched multiple times a month and even in the same day, my XXXX statement was XXXX pages long due to them touching my account. They were adding money / taking money out. So I called again and then I emailed them through their portal on XXXX wanting to know why my account kept being touched. I was told that someone else put my loan number in their payment account. Which didn't make sense since it was multiple payments per month that were a few XXXX dollars. My statement also showed all the extra money that I send in is also missing. I send in {$200.00}. extra each month starting this year. Which is now gone. I have sent them my bank statement XXXX  times, which they lost the XXXX XXXX  times and finally they acknowledged that they had it on XXXX. 

Here is the trail of emails XXXX : email from portal I would like someone to contact me regarding why my loans are being touched multiple times a month. This is the XXXX time that I have contacted you regarding this. 
I would like to know why other ppls payments are being applied and then removed multiple time a month. This is absolutely ridiculous and has been going on for months. 

Give me a call at XXXX so we can discuss this and how to prevent it so that I ensure that YOU are not removing the correct payments. 
=========== XXXX : email from portal On top of my acct being touched multiple times a month by you guys. I would also like a copy since the beginning of year of all my payments to this since you guys keep applying someone else 's payments to my acct. Then I can compare it to my bank to ensure that you aren't removing my payments as well. 

This is the XXXX email regarding this ======= XXXX rcved from portal Dear XXXX XXXX XXXX and XXXX XXXX XXXX XXXX Thank you for contacting Freedom Mortgage Corporation ( Freedom Mortgage ). We received your request via our website on XX/XX/year>, regarding the payment concern. We appreciate the opportunity to assist you and hope you find the following information helpful. 



Please note that our records indicate that the amount has been applied to the incorrect loan ; as of the date of this letter, all the payments are reversed and reapplied to the correct account accordingly. As per your request, we have enclosed a copy of the payment history for your review and records. 



To further assist you with the inquiry, we have submitted a request to our representative to contact you on your request. You should hear from a Customer Care team member on or before XX/XX/year>. You may also contact us at the number listed below if you are in need of assistance prior to this date. 



Did you know Freedom Mortgage offers paperless statements? If you havent already, it only takes a minute to enroll! Simply go to the Statements tab and click the Go Paperless toggle at the top right of your screen. Confirm your enrollment when prompted, and youll be all set! 



If you need to speak with a Customer Care Representative, please call Monday through Friday XXXX XXXX, and Saturday XXXX XXXX, Eastern Time at ( XXXX ) XXXX. 


Sincerely, Customer Care Team Freedom Mortgage Corporation. 
============ XXXX email from portal : Hello - This is getting a little ridiculous trying to get the expedited dept to call me back. This has been the XXXX message I sent and I have probably spend at least XXXX hours on the phone with you. I need someone possibly XXXX id XXXX or XXXX id XXXX to call me back at XXXX. I see that my acct hasn't been touched for over a week now, which is great. BUT where is all my extra payments that I have made to principle in the last year and a half? I'm missing at least {$2800.00} from you guys. I'm getting this calculation from {$100.00} additional on my payment each month last year and {$200.00} this year. If I go to mortgage calc, it looks like there hasn't been any. Prior to you guys touching my accounts it would show the additional money that I have paid. 
I'm really trying to work with you and if I can't get a resolution from you soon, I will file a complaint with consumer financial protection bureau to investigate =========== XXXX rcved from portal Please note additional research is required and we are working diligently to respond to your concern. Our research should be completed by XX/XX/year>. The findings will be sent to you via our secure message center once the research is complete XXXX XXXX rcved from portal Please note additional research is required and we are working diligently to respond to your concern. Our research should be completed by XX/XX/year>. The findings will be sent to you via our secure message center once the research is complete. 
============= XXXX rcved from portal Our records confirm that you have been in contact with a Freedom Mortgage specialist who has been assigned to assist you with the payment concerns on your account. As of the date of this correspondence, our records reflect that this specialist is currently awaiting the receipt of bank statements and will attempt to make contact with you again via telephone to discuss the payment concerns further. 
================== XXXX emailed from portal This message is so funny to me since I have sent my bank statement twice the latest on XXXX and I have received call from XXXX XXXX Who told me to give her XXXX weeks before I file a complaint on your company to look over the information. Her XXXX weeks were up on XXXX. The ONLY reason I didn't file a complaint yet is because XXXX XXXX left me a message on XXXX. Which I called back and left XXXX messages on I believe his line and then also called the main line and they took my message. I still haven't heard back from anyone, except for this email. 

XXXX customer service is so incredibly ridiculous. I'm sure you make everyone jump through hoops so that you can delay giving us our money back when it was clearly YOUR fault for removing it. It seems like I would find a resolution sooner ( within 15 working days ) of filing a complaint with the CFPB. 
========== XXXX rcved from portal Please note additional research is required and we are working diligently to respond to your concern. Our research should be completed by XX/XX/year>. The findings will be sent to you via our secure message center once the research is complete. 
========== XXXX rcved from portal We apologize for the inconvenience caused. It is our goal to make a continuous effort to improve your consumer experience with Freedom Mortgage Corporation. 



Please note that we have reviewed and confirmed that all the received payments were applied to the loan per the enclosed payment history, which provides an accounting of the payments received. Enclosed is a copy of the payment history for your review and records. 



Upon reviewing the payment history, if you believe any payment submitted towards your account has been cashed by Freedom Mortgage but not applied to your account, please provide us with adequate proof of payment in order to thoroughly investigate the missing payment. 
=========== I sent my bank statements to the following : XXXX XXXX on these dates XXXX XXXX XXXX Those statements prove that I paid extra payments and when I talked to Tiff on the phone on XXXX. She said that they know they owe me at least {$1400.00} and are still looking into everything else. 

I have called Freedom mortgage more times than I care to admit. I have been patient with them, but this needs to be resolved. I need to get my money back on my mortgage and at this point I'm not even sure what I lost in regards to interest.

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