Consumer complaint received 2026-06-07 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: Freedom Mortgage Company
State: VA

Complaint narrative:
On XX/XX/year>, I received a mortgage statement dated XX/XX/year>, from Freedom Mortgage showing a {$0.00} due balance for the upcoming XX/XX/year>, payment. Nevertheless, a mortgage payment in the amount of {$3100.00} was submitted by me on XX/XX/year>. Subsequently, on XX/XX/year>, I received a notice dated XX/XX/year>, from Freedom Mortgage that stated that we were in default of the mortgage loan on our home. According to the letter, the total amount due was {$6500.00} twice our contractual mortgage payment. The letter alleged that the payment due on XX/XX/year>, had not been received. I immediately checked our banking records, as the mortgage payment is processed through XXXX XXXX, via XXXX XXXX XXXX, and is automatically deducted from our bank each month. XXXX informed me that a payment in the amount of {$3100.00} had been accepted and process by Freedom Mortgage. I then contacted Freedom Mortgage to ascertain the reason and nature of the discrepancy and was informed that the payment was in default and that they had not received any payment for the XXXX window and that an additional ( over the {$3100.00} paid ) balance of {$63.00} was due for escrow fees. I immediately asked for a written explanation of the balance due, as the statement date XX/XX/year>, showed no such balance due. I was informed that the company would not send a letter showing the requested information, but that they would send a duplicate XXXX statement. Throughout the conversation, the company representative was uncooperative and seemed uninformed. I concluded the conversation, and telephoned XXXX banking a second time, and was assured that a payment had been properly processed. In addition, I contacted XXXX XXXX XXXX and was told that the mortgage funds had been transferred on time. I then contacted Freedom Mortgage again and spoke with a supervisor who reiterated that a payment was not made for XX/XX/year>. Once again, the Freedom Mortgage representative was uncooperative and aggressive. Finally, after speaking with a second supervisor, I was informed that Freedom Mortgage had received a payment in the amount of {$3100.00}, but had not credited that payment, stating that it was short {$63.00} in escrow fees. I explained that I had not been informed of the increase in escrow fees and was under the assumption that I could pay the total escrow if I chose to do so but was never provided the opportunity. At the time it was my belief that the escrow account had excess funds available. I once again asked for documentation showing the added escrow fee amount and was told that Freedom would not provide such document but would provide a copy of the XXXX statement, which I already had in my possession. A few days later Freedom reported to the credit reporting agencies that we were in default of our XXXX payment, despite that they had {$3100.00} on hold in their account, had excess escrow, had failed to inform me of the increase, refused to provide a written explanation for the increase, and had subsequently ( XX/XX/year> ) had sent a statement showing no increase and {$0.00} due for XX/XX/year>. A subsequent dispute with XXXX was denied.

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