Consumer complaint received 2025-01-31 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: Freedom Mortgage Company
State: CA

Complaint narrative:
I made my first payment of {$320.00} to freedom mortgage bank XXXX XXXX XXXX in XXXX XXXX XXXX. I had no information whatsoever on where to mail the payment the bank received the payment on XX/XX/XXXX. I had XXXX calling every day asking to get the escrow account taken off my account but they had no account on file. On XX/XX/XXXX I finally got a welcome letter with my account number! The address that I sent the payment to is there customer care department so I was relieved to see that on the latter. I called over there and explained that I wanted my escrow account taken off and that my payment went there.No problem they will get it to the payment department. Still has not happened!! I made a payment on XX/XX/XXXX for {$320.00} they received XXXX actually got my first statement so it went to the correct address. I had to email the escrow department and request that they take my escrow account off my loan and sent them proof of payment of taxes and homeowners insurance. They denied me. If I pay XXXX payments in a row they would take it off. With the way they XXXX up the account every eeek thats going to be impossible!!!. I made a payment of {$610.00} on XX/XX/XXXX to bring the last XXXX payments in full with escrow fees. Now XXXX totally current and mad! I received a letter on XX/XX/XXXX that they are going to start foreclosure proceedings!!!! And I need to complete the package of paperwork and return by the XXXX that of XXXX! Mind you they received the payment of {$610.00} on the XXXX th of XXXX. I called and asked are you serious? Foreclosure in the second month? And what does suspense mean on a payment? They didnt know. I reminded them about my {$320.00} payment not being moved from customer service as well. I called every day about that payment! I am retired and have nothing else to do but get on them about my money!! So XX/XX/XXXX I made another payment this is going to be for XXXX payment!! They received another wire payment of {$630.00} for XXXX. Yet my statement shows that I owe {$1200.00}. You do the math! So now I dont owe them until XXXX. I get my I just received my statement for XXXX and I still owe them {$1200.00}. I have sent all XXXX department emails with my bank statements but they wont accept them. I called my bank and what freedom needs to do is go to their bank request a verification of deposit form and complete it send it to me I have to sign it and send it to my bank. It will take up to 30 days for freedom to get documents from my bank. Calling th bank gets you no where!! Sending emails on there secure email system is a waste of time so I send them to all there departments twice! And the very first payment still has not been applied to my account! That was back in XXXX! 
My concern now is when they pay off my loan the payoff is going to be wrong because they have not applied my payments correctly!! I gave up asking them to correct them XXXX weeks ago. Ready to fly out there face to face!!

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