Consumer complaint received 2018-01-05 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Freedom Mortgage Company
State: FL

Complaint narrative:
To Whom It May Concern at Consumer Protection Financial Bureau : XX/XX/XXXX # XXXX I am writing in response to Freedom Mortgages ( FM ) statement from XXXX XXXX XXXX. I will use CSR for Customer Service Representative in my response. 
I apologize to you for not getting back sooner, but I became ill and then went out of town over XXXX and I am just getting back on the computer and saw these emails from you all. 
Lets start with the address he said I have on file. Perhaps a clerical error however I receive mail from FM at : XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX, FL XXXX. He states twice that my address is : XXXX XXXX XXXX XXXX How could this be? But this is what I am dealing with. 
He states my phone number on record is XXXX. I spoke with XXXX # XXXX on XX/XX/XXXX, XXXX # XXXX on XX/XX/XXXX at XXXX, XXXX # XXXX ( late in XX/XX/XXXX ) and XXXX XXXX XXXX on XX/XX/XXXX and to each of these woman I gave my current phone number which you now have too. There were more CSRs I gave the new phone number to however I dont have them listed as it just became a sad joke to me and XXXX XXXX that they would NOT correct it. If you are willing to do a 3way call with me I would be happy to call their Customer Service Dept. again at XXXX, with you as a witness so you too can see what Im up against. FM states these calls are recorded so there is a trackable record that I have tried to correct this on numerous occasions. Several of these conversations took place at XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX XXXX, FL XXXX on speaker phone with XXXX XXXX XXXX as a witness and he can verify that I gave them my new phone number several times. XXXX XXXX may be reached at XXXX, or XXXX. I started making my calls to FM having a witness with me because they just blatantly lie. And I have the mentality that everyone is going to believe the huge corporation over me! 
Next, I never gave them the work phone number of XXXX to FM, as that is my exhusbands work phone number and he is unable to take personal phone calls. I have only used that number a handful of times in the XXXX  years we were married, for emergencies. FM took the liberty of putting that phone number on record themselves. And he is now retired so that number is not a good number anymore either. 
Now, as to the comment, Please note that no court has the right to remove a divorced party from an obligation without joining the owner of the debt as a party to a lawsuit such as the divorce lawsuit. I dont understand what he means. XXXX and I are both the owners of the debt and we were both a party to the divorce lawsuit in which the Judge, XXXX and I agreed he would own the home in MI and I would own the condo in FL. I now have the Quit Claim Deed solely in my name for my condo. So, his language sounds like XXXX should be removed from the FM loan and the loan be put in my name solely because we were both joined in a lawsuit as owners of a debt that XXXX was removed from and I shouldnt have to refinance the loan. If for no other reason than common curtesy and for Customer Service, FM should put XXXX XXXX OR XXXX XXXX on all transactions they have with me. 
As to his comment FM sent me a check for {$660.00} and I havent cashed it yet. Lets start with, the check FM sent to  me and dated XX/XX/XXXX was in the amount of {$670.00} not {$660.00}, perhaps another clerical error or just another reason not to trust their math, and it was made out solely to XXXX XXXX and my name was not on the Pay to the Order of line at all ; no and or or was listed anywhere with my name on the Pay to the Order of : line. This is a typical stall tactic of FMs to keep money clients money. And, XXXX XXXX from XXXX XXXX was privy to that conversation with FM on XX/XX/XXXX at XXXX with a FM manager by the name of XXXX , on the XXXX XXXX phoneline. The  FM customer service rep/manager stated for me to void the check and not cash it and they would reissue the check within 30 days from the date on the check, which is XX/XX/XXXX. I would have thought 30 days from XX/XX/XXXX when I placed the call but okay getting it reissued before XX/XX/XXXX works for me. I do not remember if the words stop payment were the exact words used, but if you listen to their recorded phone call the FM CSR/manager clearly understood the intent of the call and stated that they, in fact, would reissue the check with my name on the Pay to the Order of line on the check. Whether it would have and or or on the check the CSR didnt know and said there was no one I could talk to at FM to get this clarified/verified. I have NOT received the reissue yet and it is now XX/XX/XXXX. Again, and if for no other reason than common curtesy and for customer service, FM should put XXXX XXXX OR XXXX XXXX on all transactions they have with me. 

Now to the financial part, I am glad he was honest and said he received {$560.00} in escrow when FM bought my loan, as I havent called XXXX XXXX at XXXX XXXX XXXX or XXXX to verify this yet. So thank you XXXX XXXX, for that as it is more than what I have on record so far. 
FM received {$560.00} in escrow from XXXX XXXX when they bought the contract. Which included XX/XX/XXXX escrow. 
So, starting XX/XX/XXXX they received Month Paid Month/Year Total Amount Principal Interest Escrow Late Charge Comments XX/XX/XXXX {$560.00} Transfer from XXXX to FM XX/XX/XXXX {$420.00} {$87.00} {$220.00} {$110.00} No problem ( NP ) XX/XX/XXXX {$420.00} {$88.00} {$220.00} {$110.00} Overcharge ( OC ) of {$.00} XX/XX/XXXX {$420.00} {$88.00} {$220.00} {$110.00} NP XX/XX/XXXX {$420.00} {$88.00} {$220.00} {$110.00} NP XX/XX/XXXX {$420.00} {$89.00} {$220.00} {$110.00} NP XX/XX/XXXX {$420.00} {$89.00} {$220.00} {$110.00} NP XX/XX/XXXX {$420.00} {$89.00} {$220.00} {$110.00} NP XX/XX/XXXX {$420.00} {$90.00} {$220.00} {$110.00} NP XX/XX/XXXX {$420.00} {$90.00} {$220.00} {$110.00} NP XX/XX/XXXX {$420.00} {$90.00} {$220.00} {$110.00} NP XX/XX/XXXX {$420.00} {$91.00} {$220.00} {$110.00} NP XX/XX/XXXX {$420.00} {$91.00} {$220.00} {$110.00} NP XX/XX/XXXX {$420.00} {$91.00} {$220.00} {$110.00} NP XX/XX/XXXX {$420.00} {$92.00} {$220.00} {$110.00} NP XX/XX/XXXX XX/XX/XXXX {$420.00} {$420.00} {$92.00} {$0.00} {$220.00} {$0.00} {$110.00} {$0.00} NP at first but then OC this is where the BIG PROBLEM BEGINS-the 2nd check they received in XX/XX/XXXX Should have been applied as my XX/XX/XXXX and they just kept it without giving me any credit, this is another {$420.00} I want reimbursed or put into the accounting correctly as my XX/XX/XXXX payment and all my accounting adjusted correctly from here. 
XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX {$420.00} {$230.00} {$2200.00} {$220.00} {$0.00} {$0.00} {$220.00} {$0.00} {$0.00} {$390.00} {$0.00} {$2200.00} {$15.00} OC, This late fee of {$15.00} should be reimbursed as well because they had already received my XX/XX/XXXX payment at the end of XX/XX/XXXX. They intimidated me into making this payment. 
They had the adacity to raise my mtg pymt at this point having taken in {$3800.00} these 2 months. Why did they take so much out in Principle? And they raised my mtg pymt at this point and made me pay an additional {$230.00} to catch up??? I have a 30 year FIXED RATE of {$310.00} a month. As well, they gave me no credit for it in principle or interest, where did this money go? Did it reduce my overall debit if I were to make a pymt in full on my account? 
XX/XX/XXXX {$490.00} {$310.00} {$210.00} {$180.00} {$15.00} OC ; again I have a 30 year FIXED RATE CONTRACT I SIGNED ; INTEREST AND PRINCIPLE SHOULD NEVER EXCEED {$310.00}. They should reimburse this late charge too as they never credited my XX/XX/XXXX payment that I paid them at the end of XX/XX/XXXX. 
XX/XX/XXXX {$510.00} {$110.00} {$210.00} {$180.00} OC, FM charged me {$320.00} in interest and principle. It should NEVER exceed {$310.00}. 
XXXX {$490.00} {$95.00} {$210.00} {$180.00} OC, they never should have raised my mtg pymt.

XX/XX/XXXX {$490.00} {$95.00} {$210.00} {$180.00} OC XX/XX/XXXX {$490.00} {$95.00} {$210.00} {$180.00} OC XX/XX/XXXX {$490.00} {$96.00} {$210.00} {$180.00} OC XX/XX/XXXX {$490.00} {$96.00} {$210.00} {$180.00} OC XX/XX/XXXX {$490.00} {$96.00} {$210.00} {$180.00} OC XX/XX/XXXX {$490.00} {$97.00} {$210.00} {$180.00} OC XX/XX/XXXX {$490.00} {$97.00} {$210.00} {$180.00} OC XX/XX/XXXX {$490.00} {$97.00} {$210.00} {$180.00} OC XX/XX/XXXX So I have paid in {$6900.00} but the overcharges on principle and interest as well as the misapplied XX/XX/XXXX payment and the late charges should be reimbursed also because I have NEVER been late with a payment. {$510.00} {$98.00} {$210.00} {$200.00} OC XX/XX/XXXX {$310.00} $???? $???? {$0.00} NP, EXCEPT THEY STILL HAVE NOT REFUNDED ME ALL MY ESCROW and interest and principle now that I see where the problem started. THEY OVERCHARGED ME! FM still has not given me the amount owed for XX/XX/XXXX. I sent them the 30yr FIXED MTG RATE that I contracted on. 





PAID OUT Month/Year Applied to : Amount XX/XX/XXXX Property Taxes {$1700.00} I did not know FM paid this XX/XX/XXXX Home Owners Ins {$660.00} XXXX Property Taxes {$1400.00} XX/XX/XXXX Home Owners Ins {$660.00} XXXX Property Taxes {$710.00} For a GRAND TOTAL OF {$5200.00} So looking at their books, I have paid into escrow alone {$6900.00} and they have paid out {$5200.00}, leaving in escrow alone {$1700.00}. They raised my mortgage payment and it should never have been raised. They misapplied my XX/XX/XXXX payment in the month of XX/XX/XXXX and its just hanging there in XX/XX/XXXX,  where they applied 2 payments to XX/XX/XXXX and one was for XX/XX/XXXX and the other was for XX/XX/XXXX. So do they go back and do their books correctly or reimburse me the {$420.00}. Thats where all the problems start in their creative accounting and they took all of it in principal and interest. Nothing went to escrow. That all needs to be reimbursed along with the principle and interest. The 2 months that they charged me late payments, those late payments totaling {$31.00}, should be reimbursed because I have never been late. I dont even know how to do the math where they started the misapplication of payments back in XX/XX/XXXX. How do I recoup that with the interest and principal? When they raised my mortgage payment, FM did not give me enough notice in advance to get the payment in timely. Worse, they still havent told me what my payment is for XX/XX/XXXX and its the XXXX of the month now. I went ahead and sent them {$310.00} as that is what the contract states. XX/XX/XXXX was just crazy, FM put {$440.00} into my principal and interest and that is a FIXED 30 yr rate. I should be reimbursed {$130.00} for that overcharge for that month. Where did the {$230.00} go from XX/XX/XXXX ; it just says unapplied. Look at XX/XX/XXXX they took {$530.00} out in principal and interest ; that needs to be reimbursed in the amount of {$220.00}. In the month of XX/XX/XXXX they took {$320.00} in interest and principal ; they need to reimburse me {$16.00} for that month. So I am looking at their books they need to reimburse me at minimum {$2800.00} plus the interest on the money. The amount I came up with on my complaint was from a conversation I had with one of their CSRs that the money they had been putting in escrow was higher than what they showed you an accounting of on this paperwork they sent in. 
ARE MORTGAGE COMPANIES REQUIRED BY LAW TO RETURN OVER PAID MONIES EACH YEAR????? I still have not received the check for this from last year or this year. 
Attached or enclosed, you will find the printout FM sent the BBB in NJ of all payments made and how they said they applied them, or not applied them ; a copy of the NOTE for a 30 year FIXED RATE mortgage at 4.25 % making my payment to them {$310.00} monthly ; the XX/XX/XXXX billing letter showing how the money was being applied ; the letter saying they would let me know how much I owe them for XX/XX/XXXX ; a letter from XX/XX/XXXX stating my escrow has ended ( which is why I am paying them {$310.00} starting XX/XX/XXXX ) ; but I still have not received and a letter showing what they want me to pay ; and the voided check that was never cashed for {$670.00}. 
Please help, Respectfully, 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