Consumer complaint received 2022-02-14 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Freedom Mortgage Company
State: NC

Complaint narrative:
I just want to start this by saying that my loan is currently under loan modification. I am leaving one mortgage company and in the process of going to another ( freedom mortgage ). All of these phone calls and agents that i spoke with are all on a recorded line at freedom mortgage. On XX/XX/XXXX i called freedom mort. And talked to an agent XXXX about our XX/XX/XXXX payment that was due. On a recorded line he told me that i had XXXX in unapplied funds and assured me that i could use that money to pay for my XXXX payment. I told him that i would call a couple days later to make that payment. On XX/XX/XXXX i called freedom mortgage and spoke to an agent XXXX ( agent ID XXXX ) to make the XXXX payment using the unapplied funds. I paid the XXXX difference and she added the XXXX of unapplied funds to it to complete the XXXX payment. She gave me a conformation number for payment and both of us were aware that this was going to complete the XXXX payment. On XX/XX/XXXX i received a letter in the mail stating that my XXXX payment was never made and that the XXXX dollars wasnt enough for a full payment and that it was placed in a separate account on hold. I called and spoke with XXXX ( AGENT ID XXXX ) i explained to her what happened and after looking through my account she informed me that agent XXXX put the XXXX to interest and not my XXXX payment. XXXX told me that she was going to put in a request to see if the money could be moved but she had to put in a request and that took 2 days to process. The last question that i asked her was in a worse case scenario will this request be denied and she said no it will not be denied. So i got off the phone with her believing what she said was true and i Immediately called freedom mort back and spoke to a supervisor in the escalations dept and spoke to XXXX agent ID XXXX. She immediately told me that basically XXXX who i spoke to in XXXX lied about me not being able to use the unapplied funds for the payment. They were able to pull the recorded phone call and heard him repeatedly telling me that i could use the money. XXXX told me that since my loan was under modification the money couldnt go to my payment that was due. I informed her that i had spoke to many agents from freedom and none of them mentioned this to me. So now due to their mistakes and lies i am behind a whole payment. On XX/XX/XXXX agent XXXX called me and told me that she was working with another supervisor named XXXX the mitigation supervisor and XXXX agent ID XXXX to see if they could do anything but they called me the next day and told me there was nothing that they could do and that i was behind a payment. I spoke with 3 freedom mortgage agents on the phone and none of them are telling the truth. They misinformed me that i could use that money for my XXXX payment and even gave me a conformation number. I dont trust giving freedom mortgage anymore of my money because Im not sure of where its going.

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