Consumer complaint received 2016-07-06 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Freedom Mortgage Company
State: IA

Complaint narrative:
With XXXX payments remaining on my mortgage, it was sold by XXXX XXXX XXXX XXXX to Freedom Mortgage XXXX. Freedom Mortgage did not deposit the first payment by mail in a timely manner so I attempted to make the second payment on-line. After setting up the on-line account on XXXX XXXX, it would not accept my payment. I spoke with a representative on the phone who said there was a stop code incorrectly placed on the account due to a bankruptcy approximately 12 years prior. She said she could accept a payment of {$1200.00} by phone out of my checking account and then I would receive information in the mail about how to complete the payoff. I was given a confirmation number for the transaction and received by mail that the loan was paid off. Later that week, I received mail stating I was being charged a late fee. I was never given any instructions on pay-off procedures. The money was never taken from my bank account. I called a representative on the XXXX of XXXX to inquire the status of payment ( why it was not taken out of my account ). The person said the stop code issue was resolved but that I would have to set up another bank payment in the amount of {$1500.00} and that would fully pay off the loan. I received a confirmation number for the transaction. After a few days, I checked my bank account and the money was not withdrawn. I called yet another representative ( XXXX, I think ), who said " he gets things done '' and will get the money out of my account and the " loan will be paid. '' The money did not come out of my account and on XXXX XXXX I spoke with a supervisor XXXX XXXX XXXX, who only took my call after I persistently insisted to speak with a supervisor. She stated that the representative should not have accepted my payments but should have directed me on information about pay-off procedures. I received a payoff statement that included an escrow advance and interest charges. I then called and asked to speak with the " escalation department '' regarding the circumstances. I spoke to XXXX who said she would get the escrow advance removed from the account since I was paying off the loan and getting different homeowners insurance. The homeowners insurance expired on XXXX XXXX but was not due until XXXX XXXX. I explained that I did n't feel it was right charging me interest since I have been in good faith attempting to pay off the loan. She said it would n't be " worth the fight to recoup the money. '' Later that evening of XXXX XXXX, I got another payoff statement that still had the escrow advance and added late fee charges. On the morning of XXXX XXXX, after an hour on hold, I got to speak with XXXX again about the issue. She said she would review it with the insurance department and call me later in the day. She left me a message XXXX minutes prior to her shift ending. I called but was put on hold until her shift ended. I spoke with XXXX in the escalation department and explained I already paid for my homeowners insurance. He said I had to jump through more hoops to prove I had done so. I explained ( as I have to multiple people ) - All I want to do is pay off my loan by wiring the money this week. He said I could not and had to call the insurance department because they had sent a check to the homeowner 's insurance that I already cancelled. He said " We ( Freedom Mortgage ) are just looking out for your best interest. '' I advised him that I have been looking out for my best interest by trying to pay off this loan for the past month and Freedom Mortgage has not taken my money or provided timely and adequate information. I called the insurance department and spoke with XXXX who cancelled the insurance check and took my new policy number. I have spent approximately 12 hours on the phone trying to resolve this matter and been given misinformation. This has caused undue hardships and I am concerned about this being reported to the credit bureau unfairly.

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