Consumer complaint received 2019-02-28 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — 
Company: Freedom Mortgage Company
State: NY

Complaint narrative:
Freedom Mortgage Account # XXXX Thursday, XX/XX/XXXX XXXX XXXX  This letter is a formal complaint against Freedom Mortgage. 

My Hardship begins when my loan was transferred in a pool as clarified by several of the representatives from collections. They were unable to see my very first payment from XX/XX/XXXX. In their system it shows my first payment in XXXX XXXX and already in default. That is the beginning of when the account becomes an a issue. I attempted to resolve by contacting Freedom Mortgage. The problem that exists is there is no single point of contact in order to communicate. Whenever there is a call made, the situation needs to be explained to a different customer service representative each time who has no authority to correct errors on an account. They produce a ticket that goes electronically to another geographical location. I am not allowed to communicate with that department as explained by customer service. Furthermore I am told it can take 30 days and someone will contact me. Which is not the result on several occasions. 

Facts are I did make that XX/XX/XXXX payment. I made that payment on XX/XX/XXXX. I have a letter from freedom mortgage for a confirmation of electronic payment for {$1700.00}. confirmation number XXXX. I have been informed by customer representatives they can not see this payment. I provided them with copy of there confirmation letter of payment. 

Second error as explained to me by one of Freedom mortgage representatives my mortgage payments were being divided, making it appear as a partial payment or insufficient funds. Reasons unexplained other than possible processing error in cashiering department. I was informed there is no option to communicate with cashiering department. 

Third error, by XXXX XXXX I was told I was paying for XXXX. I had already made payments for XXXX, XXXX, XXXX, XXXX, XXXX, XXXX. I proceeded to make two payments in XXXX for XXXX and XXXX knowing I haven't missed a payment. Continued for XXXX, XXXX, XXXX, XXXX XXXX by this time account was a complete disaster. I was unable to speak with anyone with the authority and the knowledge to correct the problem. Since then, the account has become a disaster and difficult to correct. 

I have provided Freedom Mortgage with proof of payments for XXXX, XXXX and XXXX. There customer representatives corrected 3 received but unapplied payments and confirmed all other payments received. It was clarified I am in error of missing a XX/XX/XXXX payment which I am at fault. Every payment there after has been made. 

My account states I haven't made a payment since XX/XX/XXXX. I have proven that not to be true, yet no one has corrected this in my account. Furthermore the fees that accrued inaccurately since XXXX further complicate account. 

I have been served with a summons and complaint from an attorney requesting {$21000.00} in order to reinstate my account. I can confidently make my monthly mortgage payments. I can not pay a lump sum of {$21000.00} for errors self inflicted by Freedom Mortgage lack of a better Administrative structure Sadly this is not an isolated incident, there are more than a 1000 complaints if not more of similar complaints. 


XXXX XXXX

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