Consumer complaint received 2020-04-02 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Freedom Mortgage Company
State: CA

Complaint narrative:
Here is a letter I just sent to Freedom Mortgage 's help email : Dear Freedom Mortgage : RE : XXXX XXXX XXXX, XXXX XXXX, CA XXXX Loan # XXXX ( statement attached ) I need to close my Refi ASAP. Please Help. I need an accurate Payoff, and I need Freedom Mortgage to correct its own internal error prior to the payoff.

Below is My freedom Mortgage Nightmare and ... the company 's inability to correct an internal error at the expense and damage to me, your customer.

Summary & Facts : Freedom Mortgage ( FM ) erroneously believed I had a lapse in Insurance coverage. ( see XXXX letter ). 
I provide proof of insurance from XXXX FM charges me {$700.00} for Escrow, citing a " lapse '' in coverage XXXX verifies and we provide further evidence, no lapse. 
I send my XXXX mortgage payment on XXXX ( auto pay ). 
FM does not credit my payment due to the {$700.00} charge. 
FM shows my account as delinquent and past due. 
I need to close a refi to save me almost $ 900 month to a lower interest rate and payment. 
I can't get an accurate Payoff quote due to FM error.

I make multiple phone calls to FM and their Insurance Dept.

I upload multiple documents of proof.

I spend HOURS on hold speaking to customer service people, not authorized to make a correction.

At Primary Issue : Customer Service Personnel repeatedly do not allow me to speak to a supervisor who can correct the issue, and tell me inaccurately or " lie '', that none are available, and all will be resolved in a few days. 
While the {$700.00} dispute is being investigated internally by FM, FM does not credit my timely payment and charges me undue interest on my loan. 
My Loan appears as delinquent online. 
FM appears to have a policy, that they can not correct my account until they receive the {$700.00} refund from the 3rd party insurance company, which FM paid in error after reading my proof of insurance.

I have no relationship with the 3rd party insurance Company nor can I expedite the refund.

The real shame here is, all this pain and damage is caused because one of your Freedom Mortgage people, simply did not spend 5 minutes to call my XXXX insurance and verify my continuous coverage and clarify the proof of insurance I provided, PRIOR to charging me {$700.00} without my consent or authorization. 

Please help. 

Thank you, XXXX Below are my notes. I have been dealing with this since the Fall of XXXX, and started taking notes once the issue became escalated : NOTES : XX/XX/XXXX : Called Freedom Mortgage ; was on hold for XXXX plus minutes. eventually spoke to : XXXX ID XXXX, Mortgage Dept side ; she said she had no power to remove the {$700.00} escrow fee ; I asked to speak to someone who could, her manager she said that I would have to talk to someone on Monday ; she will send an email sent to : XXXX XXXX, she is the only manager, to deal with ; no one else ( absurd ).

and someone from the insurance side, who seemed to deal with it was very helpful. 
I explained that I was refinancing and needed this resolved, may not be until XX/XX/XXXX. 

XX/XX/XXXX : XXXX calls XXXX to send us proof of insurance ; we upload to MyCoverageInfo.com /freedom I also attach to my communication on Freedom website/ XX/XX/XXXX : receive email saying the my coverage info is not complete or something I call the insurance side to confirm, we are covered. 
Raygene in insurance dept, put in a request to review, may not happen until XX/XX/XXXX XX/XX/XXXX : Call at noon, wait time is XXXX minutes. 
XXXX on phone # XXXX I explain the situation numerous times starting at XXXX ; still on hold for 2 times til XXXX simple : please remove the {$700.00} charge for escrow Please credit my XX/XX/XXXX payment of {$3200.00} ( as of XX/XX/XXXX!! because of accrued interest!! ) we can not escalate your request for {$700.00} charge being removed. will take a week or 2. ( what???? ) " yes, will credit the XX/XX/XXXX payment as of XX/XX/XXXX it will take 3-5 days.

I explain, that I have been trying to get this resolved since XX/XX/XXXX on the Freedom Mortgage message center. So I dont think it will take 2-5 business days, as it has taken over a MONTH!!

she asks do I have any questions is all ok?

I say no. is not ok. I want to speak to someone who can take this charge off today, so I can refi my loan tomorrow. 
I am put on hold again. 

at XXXX, XXXX XXXX # XXXX, a manager comes on the line ( about time. why did no one allow me to speak to a manger before? arggg. ) the problem is : the {$700.00} has not been refunded to the Mortgage side, so they cant remove the charge ( 2nd time Ive been told this ( and I say I was erroneously charged without my consent. I provided proof of insurance ) I am put on hold while he calls the insurance side, all is fine, the refund for insurance has been issues as of XXXX or something like this ; He will talk to the escrow dept to try to get the {$700.00} charge removed. 
XXXX says will call to update us ( I welcome this ) And I say, why do I have to wait for an accurate payoff finally off phone at XXXX XX/XX/XXXX : There is no follow up call From XXXX XXXX FM. 
I have received no payoff. 
I received a Message saying there is an attached letter and there is no attachment. 
I have a XXXX loan doc signing TODAY for my refi.

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