Consumer complaint received 2022-04-19
Company: Freedom Mortgage Company
State: AZ
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
On XX/XX/XXXX I attempted to make a payment for XXXX on the Freedom Mortgages website and received an error message of problem with submission. I called the company and they made a payment with me over the phone. On XX/XX/XXXX, I saw through my bank that two payments for the full mortgage amount were pending. After many hours waiting, being blamed, explaining and reexplaining, dropped calls, hang ups -very unprofessional behavior, I spoke to 2-3 escalations persons. The last one admitted that the gentleman who took my payment didnt read the notes to see the online payment did in fact go through and he processed an additional payment. I also had to call my bank with my mortgage company because they refused to admit a second payment went through. I was told the second payment would be refunded or returned which was. On the XXXX or XXXX of XXXX I saw the mortgage company had requested yet a 3rd payment as it shown pending once again in my online bank account. I went to the bank to confirm in person. The teller confirmed that that there was an additional payment pending. After many phone calls, excessive wait times, hang ups from customer service, and quite unprofessional behavior from Freedom Mortgage representatives, a customer service rep finally said I contacted them before it posted on their side and they said I could cancel the payment. It is unclear as to why this payment went through as I was told different stories by Freedom Mortgage representatives as to why this occurred. One being that the system did it automatically since the second payment made on the XXXX by the representative was returned for not enough funds only to be told that was not true. 

On the XXXX of XXXX I noticed that there was additional monies refunded again from the mortgage company and that I was now delinquent on Freedom Mortgage. I contacted Freedom mortgage who said because I had reversed XXXX payment I was delinquent. This is not how it happened. I tried explaining the timeline and basically told I was lying. I spent an hour or so on the phone urging for her to read the notes and listen to the phone calls because at no point did I request XXXX payment to be reversed. After crying and pleading I was put on hold again after I asked for a manager who I never spoke to. I also asked to speak to the district manager or CEO. At this point I was beyond mentally exhausted from this experience. Until I asked to speak to a manager she stated no notes corroborated with what I was saying. I have asked to speak to a manager on many phone calls only to be told I could not. She then put me on hold for the 5th time to come back to tell me not to worry that the payment I was making once again for XXXX would be back dated and that I would not be reported to the credit bureau. 

I called a couple more times to ensure XXXX payment would be backdated and that I would not be reported. 

Saturday the XXXX I noticed delinquent account for Freedom Mortgage in XXXX XXXX. I called and was ensured an investigation would be started. On Monday the XXXX I called again as I noticed that there was delinquency reported to XXXX from Freedom Mortgage. 

Im XXXX XXXX XXXX XXXX XXXX in my last 2 weeks of school. I have spent more time than anyone should on the phone explaining and waiting over mistakes made by Freedom Mortgage. Customer service representatives frequently hang up on you, they admit they dont care, and supervisors had blatantly lied about the facts. I have become so mentally distraught over this that I have put my professional and educational future in jeopardy. I plan to refinance and remodel my house but now I have false information reported on my credit report. This treatment is inhumane and cruel.

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