Consumer complaint received 2024-12-13 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: Freedom Mortgage Company
State: CA

Complaint narrative:
Good afternoon, This complaint is in regard to Freedom Mortgage loan number : on behalf of XXXX XXXX ( XXXX ) and XXXX XXXX. 
Timeline of events : XX/XX/XXXX : Payment made via auto pay to Freedom Mortgage in the amount of XXXX for our XXXX mortgage statement. 
XX/XX/XXXX : Mortgage statement received stating two payments were made to our loan totaling XXXX with no payment due in XXXX. 
XX/XX/XXXX : Payment made via auto pay to Freedom Mortgage in the amount of XXXX for our XXXX statement as I assumed the statement from XX/XX/XXXX was an error. 
XX/XX/XXXX : Three letters received from Freedom mortgage simultaneously stating we were delinquent on our loan in the amount of XXXX XX/XX/XXXX : I spoke with XXXX at Freedom mortgage stating a software issue affecting our account shows a reversal of two mortgage payments on XX/XX/XXXX to our XXXX XXXX account causing the account to become delinquent. I confirmed with XXXX XXXX no funds were transferred back into our account from Freedom mortgage at any time within the last two years. XXXX stated he would send both a statement of payments to our mortgage within the last two years as well as an email stating we were not delinquent on our account for the credit bureaus to my personal email. That evening it was confirmed both my wife and I suffered a steep decline in our credit reports by upwards of 94 points due to this error with Freedom mortgage. We filed complaints with all three credit bureaus. 
XX/XX/XXXX : I confirmed that our Freedom mortgage account was showing we were still behind by one mortgage payment and submitted an additional payment to the loan to protect myself from being reported again. That would place an additional payment to our loan that we did not want to make as it does create a financial hardship for us. Contacted Freedom mortgage and spoke with XXXX. She also stated it was a software issue with Freedom mortgage causing XXXX  customers to be affected. I asked for a return payment to my account in the amount of XXXX as I have now made an over payment in addition to a certified letter stating we were not delinquent on our account and that a software issue occurred. I have not received either. 
XX/XX/XXXX : Contacted XXXX  XXXX to file a formal complaint as I am now missing XXXX in funds. Spoke with XXXX and claim was filed. 3-way call was started between XXXX XXXX and Freedom mortgage. Spoke with XXXX at Freedom Mortgage who was informed by XXXX that no funds were returned to our account on XX/XX/XXXX or at any time by Freedom mortgage. XXXX was relieved from call at which time XXXX stated I would need to mail my bank statements to a XXXX XXXX . I was uncomfortable with this request and asked to speak with a supervisor. Transferred to XXXX XXXX email XXXX XXXX freedommortgage.com who stated I would need to send the XXXX statements to her email account so that she could confirm funds were not transferred back into the account and to correct our negative reports with the credit bureaus. Email sent but no response receipt of confirmation has been received. I have no spent a total of 7 hours trying to resolve this issue. Each time I have to explain the concern as no one seems to have any of this information on my loan file.

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