Consumer complaint received 2018-10-20 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — 
Company: Freedom Mortgage Company
State: UT

Complaint narrative:
Dear BCFP, This complaint is in regards to the recently transferred investor of my loan, Freedom Mortgage Company which holds my FHA loan that was opened originally with LoanCare on XX/XX/XXXX. The following events have severly impacted my finances, lifestlye and credit score and taking away my ability to refinance with an ethical and legitimate lender that operates within the federal laws of the US. Freedom mortgage has completely failed to provide timely and understandable information that is imperative to making responsible decisions regarding my finances and busines ' especially when I have never been late on my mortgage payment in 6 years with another investor. 

XX/XX/XXXX is when the issues began. I made a mortgage payment of {$1000.00} on XX/XX/XXXX. However my bank account was charged again on XX/XX/XXXX for another {$1000.00}. The second charge on XX/XX/XXXX was returned to my bank minus transaction fees but the one taken out on XX/XX/XXXX, was not. 

I recieved a letter in the mail via USPS from FMC issuing a confirmaition # for the payment on XX/XX/XXXX of the full XXXX XXXX dated XX/XX/XXXX. I did not receive any other contacts or notifications from Freedom mortgage company until XX/XX/XXXX. I received a phone call from FMC stating that they have not received XX/XX/XXXX payment, that they had reported me to the credit bureaus as being 30 days late and in default on my mortgage, which come to find out had resulted in a credit score decrease of over 100 points. I have contacted Freedom mortgage company nine separate times via phone and email, as well as recorded every conversation to make sure that I had all the information at hand when needed. I sent over 5 different responses to their request for documents showing this payment history and events in my bank account. Freedom mortgage company refuses to provide me any explanation and/or proof that they did or did not recieve any payment for XX/XX/XXXX in which case, where I see it, they already have an extra payment that should be XX/XX/XXXX full mortgage payment. So technically my next payment is due XX/XX/XXXX. 


My several phone calls to Freedom mortgage customer service departments has resulted in no progress or information regarding the incorrect credit reporting and incorrect status placed on my mortgage. 


I was told by customer service there was a ticket created rectifying the payment issues of XX/XX/XXXX and they set a completion due date of XX/XX/XXXX and then pushed it back to XX/XX/XXXX. FMC did not contact me on XX/XX/XXXX or make any attempts, which they openly admited. Today, XX/XX/XXXX FMC informed me the ticket/work order on my account was actually closed on XX/XX/XXXX, with no notification to me whatsoever. They also informed me that the payment I made in XX/XX/XXXX that was applied to XX/XX/XXXX payment had been received however the payment that was taken out on XX/XX/XXXX still has not been returned, collected, or applied to my mortgage account. In which case, our XX/XX/XXXX payment has not been made yet because as of XX/XX/XXXX, we have now paid Freedom Mortgage {$2100.00} and only {$1100.00} has been applied to our account. I'm hoping you can help me resolve this if not I am covering my bases by making another mortgage payment on Monday XX/XX/XXXX for the full {$1100.00} plus any fees they decide to attach which by the way they are holding a portion of the payment I made on XX/XX/XXXX for XX/XX/XXXX payment just in case we don't make XX/XX/XXXX payment. To me, this is extortion and I won't stand for it. My next step will be seeking legal counsel if this issue can't be resolved.

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