Consumer complaint received 2019-06-17
Company: Freedom Mortgage Company
State: VA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
am writing this letter to formally complain and seek to have my {$1500.00} plus the overdrawn charges of {$39.00} credited back to me the with utmost urgency, please mail us a check to our personal address : XXXX XXXX XXXX XXXX Va XXXX Our bills are piling up and they will not be paid, if no immediate action will be taken. There have been grievous and extremely unprofessional mishandling on our account ( XXXX ), I will list them for you and know that it will be reported to the Credit Financial Protection Bureau. I am one hundred percent certain that we are not the only family/account that had to endure this inconceivable errors that can devastatingly affect someone's finances ( utilities could have been cut off and we were ineligible to get a good rate to buy a vehicle and favorable discounts to purchase cellular phone because of these errors because our credit score went down 100 points ).

Below this email, you will see a thread explaining that mortgage payment to Freedom Mortgage has been set up through our bank XXXX XXXX XXXX XXXX. I started receiving numerous calls stating that we have not paid our mortgage for the month of XX/XX/XXXX, with the past history that we had with your company we decided to go ahead and cancel the automatic bill pay through our bank on XX/XX/XXXX and just pay you directly and even adhere to your monthly payment system through your company website. 

1 ) Since Freedom Mortgage did not receive payment from XXXX XXXX  XXXX XXXX which was set up to be mailed at the XXXX- postal ; we decided to be earnest in paying our mortgage and mail in a personal check in the amount of {$3000.00} and although it was clearly stated under the memo line that its for the month of XX/XX/XXXX & XX/XX/XXXXpayment 2 ) the funds were not applied to the supposedly behind mortgage, we still kept getting calls and asking us to pay our mortgage. I had to call and and clear that out again and the check was placed in escrow. 3 ) Then, trying to adhere to your website automatic payment and assuming that checks that was paid by XXXX never reached your office, we set up the automatic monthly payment through your website. Unknowingly, Freedom Mortgage then encashed the check # XXXX and applied it for the month of XX/XX/XXXX. Because of this, we got overdrawn on our accounts and it had a rippling effect on our finances as that {$1500.00} was allocated for something else. We were receiving calls incessantly when apparently Freedom Mortgage had our checks, just never encashed at the right time therefore, causing financial chaos to us. 
4 ) Freedom Mortgage kept sending us mortgage notification at the wrong address that caused non receipt of mortgage payment, although payment was being mailed or sent ( 2018 ) when it was clearly stated the mailing address is different from the property address. 

These errors may be trivial to your company, but money is at stake and average working people like us rely on every penny not to mention that numerous hours spent collecting proofs, calling and writing letters and going to our banks to understand the error. It almost seem like a full time job trying to keep watch of our mortgage.

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