FREEDOM MORTGAGE COMPANY

2018-10-15

Ocean City, MD

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Freedom mortgage withdrew {$370.00} from my escrow allegedly to pay for my insurance but insurance company has advised payment was not made. Requested copy of cancelled payment twice and representative refused to provide evidence of payment to me as the owner of the escrow even when and if they received copy of the check.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-10-15

Silver Spring, MD

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: It is almost impossible to get hold of someone at Freedom Mortgage with an inordinatly long wait on the phone and an answering system that is unlike any other I have ever experienced. Almost every month the company waits until the last few days to cash my check causing me to feel very stressed out. Someone ( XXXX ) just finally answered my call of today the XX/XX/XXXX after I was cut-off the last time I was on hold. She said it's the fault of the postal system but I have never had this problem with other mortgage companies ( at least three ) I have used since I purchased my home in XX/XX/XXXX. I also have found it easier to get hold of someone at my past mortgage companies. XXXX also said that because it is close to the payment deadline, they get many calls ; however, I have had problems reaching Freedom Mortgage even when it was not close to the mortgage payment deadline. I suggest they change their answering system which is totally ridiculous because it has one answer one question, then go back to the menu, then answer another question & then go back to the menu again, and then place the person on hold while telling the person how much they value the person 's business. XXXX! I also suggest they hire more staff to answer calls. Thank you for your attention to this issue.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-10-13

Cape Coral, FL

Incorrect information on your report

Mortgage: VA mortgage

Complaint: As per previous filed complaint XXXX they are reporting delinquency in past and adding comments again even though they said they would not any more. I have made all agreed payments and am now only owing this months payment yet. Again I have paid all payments as agreed and they are reporting incorrectly again ...
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-10-12

San Angelo, TX

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Account information incorrect
Complaint: My mortgage is with Freedom Mortgage. They purchased it from the original company, XXXX XXXX. Approximately 2 years ago, I was hospitalized with recurring XXXX XXXX. It was necessary for me, with my small business and cash flow, to pay my mortgage at the end of the month rather than on the XXXX. I contacted Freedom and asked to skip a month, in order to put me back on schedule and I explained the circumstances. They denied my request, and informed me that the payment was due on the XXXX no matter what. They then reported to the credit bureau that I was 30 days late 4 times. I protested this because I always made sure that I made the payment before the next one was due. I called Freedom and they checked their records and they found that the payment was always received BEFORE the next payment was due ... however, they maintained that since the payment was not made on the XXXX, it was late. The credit reporting agency counts this as a MISSED PAYMENT and it is absolutely killing my credit score. As a result, I am paying higher interest charges, insurance premiums etc. and I have been denied credit even though I have a good payment history otherwise. Freedom has denied my protest, twice and refuses to budge. I believe that I could sue them for incorrectly reporting, because I certainly have incurred damages because of this. My position is that I am not one month late if I made the payment before the next one is due ... .and that was always the case ... according to Freedom 's own records. I hope that you can help me. I am XXXX years old and XXXX and my wife runs our business, which other than S.S.I. is our only income. I finally caught up about 5 months ago and it's no longer necessary for us to pay the mortgage at the end of the month. My only other recourse is to hire an attorney, which is difficult and expensive, but I believe I would prevail. Thank you for your consideration.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-10-12

UT

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My mortgage was held by XXXX from XX/XX/XXXX until earlier this year when it was sold to Freedom Mortgage ( hereafter referred to as FM ). At the time of this transition, I received correspondence from FM confirming payments would continue through the equity accelerator program ( see attached correspondence ). I also called FM to be sure my payments have been received from XXXX. Within two months of FM taking over my mortgage, I began receiving letters from FM declaring I was delinquent on my account. I called FM and was told FM had received all of the payments from XXXX and there was no problem ; however, I continued to receive letters declaring I was delinquent on my account - AND YET WITHDRAWLS WERE BEING MADE AS THEY ALWAYS HAVE BEEN ( see attached statement from my Bank ). NOW, Im receiving letters from FM threatening foreclosure and my excellent FICO Score has been negatively impacted! I was finally able to reach XXXX XXXX and have ordered them to stop withdrawing payments from my bank account. Beginning with my XX/XX/XXXX payment, I will send my mortgage payments directly to FM. I have called FM repeatedly to rectify this situation to no avail and am now contacting the XXXX and credit reporting agencies.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-10-11

WV

Problem with a credit reporting company's investigation into an existing problem

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Their investigation did not fix an error on your report
Company Response: Closed with explanation

Timely Response

2018-10-11

El Sobrante, CA

Problem with a credit reporting company's investigation into an existing problem

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Their investigation did not fix an error on your report
Complaint: i was told by the company as along i make a payment by the XXXX of the month i will be charged a late fee but ok for the 30 day late payment. so due to financial problems i am making the payments on the XXXX every but never been late more than 30days. on XX/XX/XXXX i made a payment in the evening but the bank did not pull the money so i thought the money is in the account it usually takes 2 to 3 days to deduct the account. but a rep called me on the XXXX and said there was no payment made that month, i explained it to her she said she will check and call back but no reply after me calling more than 10 times finally the supervisor says you made a payment but it was after the cut off time. which i was not told there was a cutoff time i was told as long i made it on the XXXX of the month
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-10-10

TX

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Account information incorrect
Complaint: XXXX has completed the investigation and Deleted Freedom Mortgage and XXXX and XXXX have yet to Delete the Fredom Mortgage from my Credit Report.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-10-10

IA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I have a mortgage with Freedom Mortgage. Previously I paid through my local bank. They sent the company a PAPER check. Starting in XX/XX/2018 it was done by Electronic transfer. I have sent the company three payments totaling {$19000.00} in XX/XX/XXXX. NONE have been credited to my account as of XX/XX/XXXX I called my Bank in late XX/XX/XXXX and they confirmed that the payments were sent through the " Federal Reserve ''. They contacted the mortgage company - no response from the mortgage company I contacted the Mortgage company and was told they were aware of the problem. They were conducting an " investigation '' to find out why, internally, they did not credit the payments to my account. They, so far, have not credited my account and have not communicated the results of their internal " investigation ''. I do not think I should have to wait to get my money credited while they decide where their internal controls failed. Plus what do I do about my next loan payment?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-10-10

Philatelic Center, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My mortgage company, XXXX XXXX, sold my mortgage to Freedom Morgage. I was set to auto pay XXXX so every month they sent me a mortgage statement and I filed it away. When they sold the loan, I didn't have any knowledge that it had happened. The first I knew about it was when Freedom Morgage sent me a foreclosure notice ( which I assumed was also junk mail, but I looked at it anyway ). It turned out I was a few weeks behind on the payment and this was their way of letting me know ... " welcome, you are being foreclosed on '' ... even though it was literally just a few weeks late. I started scrambling around trying to find info on this new lender and realized that they didn't transfer my auto payment so I needed to setup a new account with them to pay it. I did that and then tried to setup an auto payment plan but they wouldn't let me do THAT because they needed my first payment to clear (?? ). So a week later I went in and setup the autopay. Selected the full amount payment on the due date and considered it taken care of. About 2 months later they sent me another threatening letter saying my escrow payments were going to be short. It turns out they had created an auto payment amount that wasn't for the correct amount. I am going to assume this is because it makes me think they are charging me less ... but of course it was just wrong. The letter said if I did nothing they would adjust my amount. So I left it alone and am chalking that one up to standard deceptive marketing practices at worse and incompetence at best. However, they ALSO charged me a {$15.00} `` drive by fee ''. Apparently this is because my payment was late in XXXX so they say they charge this fee to make sure the house is ok? I would bet the value of the house that no one drives by and this is just a random fee to get around the fact that they are not legally allowed to charge fees within a 60 day grace period during mortgage service purchase transfers. This company is a general disgrace and this fee is wholly fraudulent.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-10-10

Riverview, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-10-10

Beyersville, TX

Struggling to pay mortgage

Mortgage: VA mortgage

Complaint: During my divorce my ex-wife was award the house and was 100 % responsible for the mortgage payment and upkeep of the house. In XX/XX/2018 my ex-wife abandoned the property and moved to another state. Freedom Mortgage contacted me and held me responsible for the mortgage payment even though I furnished them the divorce degree indicating my ex-wife 's responsibility. They told me that they could repossess the house and ruin my VA eligibility to purchase another house. Prior to contacting me they started reporting negatively on my credit report. To prevent further damage to my credit report, VA eligibility and repossession, I filed a request for assistance with the loss mitigation department of Freedom Mortgage. At that point I could not afford the additional mortgage payment and my ex-wife refused to list the property with a realtor. I had to take my ex-wife to court to gain a Judgement enforcing the divorce degree and allow me to list and sale the house without her participation or authorization. I kept Freedom Mortgage informed of my actions. In XX/XX/2018 I got a buyer and closing date. The house was sold and paid off on XX/XX/2018. On XX/XX/2018 Freedom Mortgage reported XXXX passed due to the Credit reporting agencies even though they received the payment in full. I submitted request to dispute the 30, 60, and 90 day past due along with my divorce decree and judgement because I felt I should not be held responsible and punished on something that another parties fault and responsibility. After I submitted the dispute, I received an alert that Freedom Mortgage reported 120 days past due. This was after the house was sold and the mortgage paid off. When I contacted them to ask that report be removed they argued with me and told me that they acted in accordance with the law and that I was 120 past due when they made the report. They said their action was according to my contract, however would not furnish me the contract or indicate where in the contract. Additionally my original loan was made with another mortgage company which sold it to Freedom mortgage.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-10-09

Gloucester City, NJ

Problem with a credit reporting company's investigation into an existing problem

Mortgage: VA mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-10-09

Cheverly, MD

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-10-08

Tarzana, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My refinanced mortgage loan is a non-escrowed account, per the loan documents. Freedom Mortgage began escrowing the account for property taxes in XXXX 2017, because it claimed that I had unpaid taxes. I had no unpaid taxes. My taxes were paid on time and I sent the proof to Freedom Mortgage. Over the past 12 months, I have attempted to delete the escrow account and revert the account back to have borrower paid property tax. Freedom Mortgage has refused to honor my request. Freedom Mortgage has also underpaid the property taxes, which caused fees and interest to accrue and the home to go into tax title. Then, Freedom Mortgage added the fees and interest to the escrow account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-10-08

FL

Trouble during payment process

Mortgage: VA mortgage

Complaint: On XX/XX/XXXX we signed our loan modification to which was not notarized until XX/XX/XXXX with our first payment due XX/XX/2018 in the amount of {$2400.00}. We had received an escrow analysis dated XX/XX/18 but was told to disregard it because of the modification. The analysis states that our escrow amount would increase to {$620.00}. On our modification, the new escrow amount has already been increased to {$620.00} to compensate for any shortage vs. the {$470.00} on the original loan. On XX/XX/18 I called Freedom Mortgage to ensure they received the signed modification paperwork and was advised that the payment was {$2300.00}. I received a call from XXXX XXXX stating the final payment after everything would be {$2400.00}. Later we received our first statement with the increased amount to {$2400.00}. We made our first payment on XX/XX/2018 in the amount of {$2400.00} on time. A few days later I received my new statement in the mail. This statement stated that my payment would increase to {$2500.00} to cover the escrow shortage. I immediately contacted Freedom Mortgage on XX/XX/18 and spoke with Reg ID # XXXX @ XXXX XXXX who stated that he did she the error and would put in a request to loss mitigation to make adjustments. He advised that when XXXX payment became due to pay the amount of {$2400.00}, but assured me this would be resolved quickly. I advised that I would like a call back on my cell phone XXXX instead of the home phone on file XXXX as we never answer that phone. I never received back until XX/XX/XXXX at XXXX XXXX to which was on my home phone. I returned the call on XX/XX/XXXX spoke with XXXX who advised that I needed to speak with XXXX who would call me right back after she finished up the call she was on. I never received a call back. I again called back and was told they would call me back to which I received on XX/XX/XXXX. I missed the call by a few minutes and then was never able to get the rep I NEEDED to speak with. I was advised that there still is no resolve to this issue. I expressed my concern as my XXXX payment is coming due. I asked if I should simply pay {$2400.00} but was advised not to because then there would be a shortage. I was told there is a 15 day grace period and that this issue would be resolved. Within the time from XXXX and XXXX I left 2 or 3 message for the Director XXXX XXXX as he helped me during the modification and he is the one who advised me of the {$2400.00} payment and advised me that the escrow increase was already taken into consideration. To date, I have NOT received a return phone call from him. I called Freedom Mortgage again today XXXX looking for resolve. I was advised by XXXX that there still isn't a resolution and attempted to connect me with either Mr. XXXX or the modification department. Neither were available. I again expressed my concern with wanting to make my payment but was told that later fees would be waived pending review of complaint.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-10-07

Discovery Bay, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Thou reporting only allows 1 item, processing payment problems, the bigger LT/ $ AMT issue is that my wife and I have taken a ~300 point FICO decrease hit and foreclosure action on our credit reports which effects job opportunities, any refi/cash out ability/cost for house improvement and other areas of life financially for many/possibly hundreds of thousands of dollars in additional costs, and attempt to push us further into poverty for years to come ; all because of vindictive & poor paperwork/processing by Freedom Mortgage and its employees to anyone questioning their service problems. Loan servicer FREEDOM MORTGAGE took over our Refinanced 15 YR LOAN ( AND outsourced to LOANCARE for part of that duration ). Whenever they changed the payment location, especially to NE ( Bad winter areas ) we seemed to have more problems with them processing payments promptly. So, a few years ago after I had been paying their Loancare-L # we had payment changed to CA address first ~upto 12yrs, then they transferred back to FREEDOM-L # ~ last 2 yrs in XXXX OH. ( The company seems to have a different location for all the variables and computer systems that don't talk between these different employee groups, hence many paper/processing errors, delays, and invalid fee 's to customers ). Over 6 months before the last payment I regularly looked on web portal ( problematic ), contacted Customer Service by phone 800 #, and Emailed a VP for that division asking for a removal of the bogus/improper fee 's. I'd asked monthly to be removed to be fixed ASAP and clearly layout if anything different had to happen for last payments. I also asked for them to prove/audit how mail from CA to OH was processed and proof of postmarked ( late payments ) the charge vs. as thou the mail was taking 10+ days to go across country?! They said no way to track..no proof? Instead of fixing things they appear to Retaliate and create more late/extra fee 's. Then last several months the physical statement $ AMTS didn't match last stmts, the online balance, or what the 800 # CustSvrRep read me over the phone. Then what should have been my last payment in XX/XX/XXXX, they cashed but did not apply to the loan, and then filed the foreclosure action against me/us to extort the add'l ~ {$1000.00} in fee 's ( special bank draft to another location ). After cashing that they still didn't acknowledge and reported foreclosure action to all the credit agency 's and in XX/XX/XXXX ' I finally received Deed information from county ( which was filed w/wifes name, should have only been under my name since I paid all loan, Ins, and taxes starting months prior to marriage ). Also, several times during the 15 years they lost our payments and required us to write a second check, they'd cash, only later to have original one cashed. As well they didn't have a free way to electronically pay locally or online, nor would they provide coupons ahead of times, so sometimes I had to copy prior bill-address to mail check by the beginning of month since statements hadn't arrived early enough. When I was unemployed they wouldn't qualify us for CA Hamp/Hemp-UI help advertised all over US.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-10-05

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-10-05

Finksburg, MD

Problem with a credit reporting company's investigation into an existing problem

Mortgage: FHA mortgage

Complaint: In XX/XX/XXXX I have contacted freedom mortgage to ask if I can get a home equity loan, the CSR she answer the phone she refer me to the loan dept. in Indiana, after I asked few question they told me they cant help me refinance my house because I dont have 12 month on my job even I was in the same line of work for years but changed the company, the loan officer told me that we have other program I might be eligible to and ask me to call back the CSR and check, so I called back and I asked about the home equity and that really what I want from the start, but we got to talk and the CSR asked me how much do I need I said only about 3 thousand and she told me we have a program called hardship you can use if you need small amount so you dont have to wait for the refinance or home equity so I asked her to explain what that program and she said you have to be late on your payment another word you cant use it now you have to wait another month which will be the end of XX/XX/XXXX, I asked very specifically if that will hurt me in anyway she confirmed will not and I asked how about my credit she says no and this kind of program made to help people like me that need help fast and quick, I said ok but I keep it calling to make sure this info is correct and every one I spoke with they confirm what that CSR told me ( I have sent an email on XX/XX/XXXX it shows how many time I called before I was even late for a day ) so I went with what they told and by XX/XX/XXXX I found out that freedom mortgage already hit my credit and my score went down from XXXX to XXXX and to be honest I lost it so when I called to ask why you doing that the CSR answered oh because you are late on your mortgage and I answered but the CSR told me I can do that to be eligible to the hardship program because I need it 3 thousand for a family emergency and I did explain everything and that what she advice me to do instead of waiting to get home equity or refinance, but this time this CSR well you are late and we will keep hitting your credit until you pay the balance and at this time there is no way for me to pay the balance as my income has dropped a little and that what push me to do ask for a loan, I have tried to explain if your CSR dept. told me that from the start I will never used the hard ship program which your company claim to be found to help customer but to me it look like it made to deceive customer like who doesn't know anything about loans and mortgage company and I asked to speak to a manager and waited couple days .no one called me I called again and again no one called like just recently I called to CSR about this issue and I asked to speak to manager no one called so I called again and again finally spoke to lady from the loss mitigation her XXXX she ask me when did I called so I told she check the log and she told me I was right I did call so she placed the request for me to speak to a manager and the next day manager called and I was explain to her about my situation and how freedom mortgage XXXX my credit she answered no way we will do that and no way I will ask to speak to a manager and CSR will not pass that to the management so I gave her the name ( XXXX XXXX XXXX on XX/XX/XXXX ) told the manager I spoke with this CSR and request to speak with a manager but she did not request for me and that to show you that I was telling the truth and I do record my phone calls with freedom mortgage because I dont trust anyone in the company any more, she answered me we did help a lot of people like your situation I said if that true why you dont help me it took me 8 month to find someone to help and tell me what papers I need to file so I did and with 2 weeks all my papers was in order but in the last 8 months no one was able to explain to me what to do go back and see all my emails for the last 8 months she did not answer me ..as a professional super visor she did not give me her name or ext and that shows these people in the company are not professional as they claim finally after 10 month ( from XXXX till end of XX/XX/XXXX finally they figure out that I need to modify my mortgage but they said they cant repair my credit because it was not there fault it was my fault because I did not pay my mortgage on time ..even I have sent to them a list of the phone calls I made between XX/XX/XXXX till XX/XX/XXXX when I found out they are hitting my credit and asked them to listen to the recorded line the S.V. told me uhh we says that but we dont record and if we do its for training propose only so my life was destroyed for dealing with unprofessional people and company I will never have had this issue if a professional person who know his/her job well answered my question right I will have never been late on my mortgage and by now I could finance my house again and paid all my debt instead am paying now 28.8 % on my credit cards and I had to close couple of them because the payment is too high all that from dealing with unprofessional people on the other end of the phone line from freedom mortgage and when I told that SV that she told it happened to me with XXXX XXXX XXXX for about a thousand of dollar probley she said that thinking that will make me feel good, am so sorry I have stuck with this company freedom mortgage and for now I have no way out unless they repair my credit score so I can refinance somewhere else they are very unfriendly people not all though some like XXXX XXXX XXXX was great he helped me and stayed with me on the phone till I got everything right on the hardship papers but I cant say that about over 80 % of the people I talked to with freedom mortgage I wish there is a way to repair my credit fast so I can refinance somewhere else I was planning on refinance with freedom mortgage but after what happened I hate to hear there name
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-10-05

Fair Lawn, NJ

Closing on a mortgage

Mortgage: Conventional home mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-10-05

San Diego, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-10-04

Oxford, GA

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: Due to jobs loss for my wife in and reduction of income for myself, I started to get behind on our mortgage payments with Freedom Mortgage and started the loan modification process on XX/XX/2018. I sent in all the required documents, including Hardship Letter, Financial Package, W2 's, bank statements, and 4506t.etc. Freedom Mortgage for the past 4 months has made no progress on this loan modification application and seems to be requesting documents every month which I always provide. I've sent updated hardship letter, paystubs and bank statements and for some reason they still can not get to a resolution. I spoke XXXX agent id : XXXX on XX/XX/XXXX and she informed that Freedom had received all documents and everything was complete for review. Another rep call on XX/XX/XXXX and advised the same information and that I would have an answer on XX/XX/18. I called on XXXX to get an update and AGAIN, I was not told that More a bank statements are needed. What seems to be happening is I provided the necessary documentation and they sit on them for 30 days to let them expire ONLY to request new docs which now takes another 30 days for review. Also, my frustration lead me to contact FHA/HUD directly to see if they could be of assistance I have been dealing with XXXX XXXX ( XXXX who provide me ticket # ( XXXX ) and instructed me to send any documents directly to her and she'll forward to Freedom. I have since called back Freedom to file a formal complaint and inform them I will not be sending any more documents to them. I've also request a supervisor call me in this matter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-10-04

Kearneysville, WV

Incorrect information on your report

Mortgage: Conventional home mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-10-04

Blackbird, DE

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: XX/XX/2018 received the annual Escrow Account Disclosure Statement. The information provided is deceptive and should not be provided to a customer in this means. Company has contacted me twice and all they say is they are required top provide this. At the top of the letter denotes I'm short on my escrow by {$890.00}. This about gave me a heart attack. At the bottom of the letter it denotes my payment is going down XXXX XXXX. How is that possible. This letter is deceptive and the should fix this so that the information is correct. XXXX XXXX contacted me on XX/XX/18 via email. Didn't resolve the issue. Another person contacted me XX/XX/18 via phone. Provide legalize but didn't resolve the issue that I'm short a log of money and your payment is going down. I informed this person I know why I receive the letter. I was trying to get them to see this from a Customer 's perspective and they feel they have done no wrong.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-10-04

Wattenburg, CO

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: On XX/XX/XXXX i emailed customer care after speaking with the below mentioned representatives. Here is what occurred : I did a pay-by-phone for {$3900.00} to be applied to Escrow in XXXX. It was not applied per the bill dated XX/XX/XXXX. I contacted customer service, spoke with XXXX on XX/XX/XXXX @ XXXX MST. Her ID number is XXXX. XXXX was going to apply the amount to Escrow and call me back, XXXX never called me back nor did she make any changes to the account. On XX/XX/18 XXXX, ID # XXXX called and advised my mortgage payment was late and fees were applied. I told XXXX about my previous conversation with XXXX and the payment over the phone. He issued a ticket to apply the funds to Escrow since XXXX did not. I requested an email or letter confirming the matter has been handled and that Freedom Mortgage reversed any fees and they DID NOT issue a late-payment notification to the credit reporting agencies given all of this was by no fault of my own, XXXX confirmed this on a recorded line. I also advised XXXX that I need a follow-up phone call to speak with someone regarding the matter once it has been handled, either later today or tomorrow. I did not receive a letter confirming the events and the matter was closed. XXXX did not get the account issues resolved and it appears nothing was done. Because then I received another call from a different rep, his name was XXXX, ID # XXXX on XX/XX/XXXX at XXXX MST. We reviewed the account and its history, he apologized for the repeated mistakes. I issued a escrow payment that day to Freedom Mortgage in the amount of {$3900.00}. XXXX said he would call me Monday morning, XX/XX/XXXX with an update and that he would escalate the account to a manager as well. XXXX never followed up and I received letters from Freedom Mortgage stating my account was past due and that was reported to the credit agencies. Then XXXX ID # XXXX called me on XX/XX/2018 at XXXX to tell me my mortgage payment is going to increase. We reviewed the account history and discussed the issues. Resolution is still pending and Freedom Mortgage acknowledged receipt of my written complaint received via email on XX/XX/XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response