Consumer complaint received 2017-08-14 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Freedom Mortgage Company
State: IN

Complaint narrative:
To whom it may concern : I have been having extreme difficulty with Freedom  Mortgage. Their address is as follows : XXXX. XXXX XXXX XXXX, TX XXXX. In an attempt to pay my XXXX payment, I accidentally made two payments. ( My bank has a gap of a few days between then an on-line payment is made and when they write a check. During this time, no pending payment is available to be seen on our account. ) When I realized this, I called Freedom for assistance. I spoke at this time to a very pleasant lady. She said that the payment would be applied to the XXXX 's bill. She began to look at our records, and found {$600.00} of ours that they had. I asked her at that time to put it on our principle. She told be she could n't do that. I asked her to refund the money because it does n't seem right that a company could just hold money of ours. She said she could n't do that either. She advised me at that time to call back prior to making XXXX 's payment to check with them. I was to call to have them to tell me what was owed so that they could make up the difference of a whole payment and our funds would be applied as a whole payment. I did as I was instructed. I was told to pay {$120.00}. This money came out of our account on XXXX XXXX. A few days later, I started receiving calls and letters from Freedom stating that I was behind on our payments I called back. I asked to talk to a supervisor. Eventually, I was allowed to talk to XXXX XXXX. He seemed helpful at the time. He told me that the bank had moved money inappropriately. He did say that there was a question of {$31.00} and some change. He told me that the person I had spoke to may have miscalculated. He then told me he would look into the account, and he would get back to me. He never called back, and he has since been " unavailable to take my calls '' but I can leave more phone messages. He indicated that there had been an escrow shortage. I was aware of this and had sent a separate check covering the full amount of 50-60 dollars ( I am not sure of the exact amount ) to them. Only part of the money was put to where it should have gone. He would put a ticket in to fix it. I was under the assumption that this matter had gone away. I then was called during dinner with my children by a different individual stating we were over 1400 behind because I owed the previous money and next months mortgage. On XXXX XXXX, I again called Freedom and requested to talk to XXXX XXXX. He was unable to speak with me. I did speak to XXXX ID number XXXX. She told me that there was a {$31.00} shortage and we would have to pay a late fee since it was past the XXXX of the month. I was extremely irritated, but wanted this to go away. I asked her how to take a payment and resolve it that day so I was not harassed any further by the phone calls. She said they only was to settle that on that day was to take a phone payment, but she would have to charge a {$15.00} fee to do this. I gave her permission. She took {$75.00} out of chase account on XXXX XXXX. Our mortgage payment was taken out of our account on XXXX. She said since it was mailed and they had n't received it by the XXXX we would have to pay a late fee. I questioned her at the time. She assured me everything would be taken care of if I just payed the fee. I received a confirmation number from her XXXX. ( I am enclosing a copy of the document I was sent from them at the end of this letter. I have since gotten a letter on XXXX XXXX stating that we owe {$1400.00} which is XXXX payment ( which was also made and XXXX 's payment ) We then went to talk to our bank to refinance the loan in an attempt to get away from this company. We learned at that time that when loans are bought from the original mortgage company the buyer has to honor the original terms. We were being charged late fees if the payment was received after the XXXX and not the XXXX as our original terms indicated. We were also told at this time that there was no way to ensure that Freedom did n't just buy our loan back from a new mortgage company.

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