Consumer complaint received 2025-09-26 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: Freedom Mortgage Company
State: MN

Complaint narrative:
XX/XX/XXXX : Our first mortgage payment to Freedom Mortgage was sent as a cashier 's check through the mail, with the correct address and labeling according to the paperwork we initially received from them. We paid to have tracking and require a signature. We saw that the check was received by the company. When we were notified of a payment due, we called to ask why. They attempted to tell us that the check was never received and the best course of action would be to cancel the check and mail a new one. We were told this numerous times. When we told them that USPS showed they received the check, we were told that we were wrong and that USPS must be wrong. When we said we had a tracking number showing that it was succesfully recieved by them, they said we must have labeled it wrong and it must have been sent back instead of being accepted by USPS. When we shared the tracking number for proof, their tone immediately changed and we were told they would look into it. The check was later succesfully found and our first payment was completed. I share this to provide more context to skepticism in my current complaint. 


XX/XX/XXXX : We paid out mortgage online to Freedom Mortgage. We recieved a confirmation that we paid the amount due of {$5000.00}. 

XX/XX/XXXX : We were informed via text message of delinquency for not paying for the month of XXXX, as the payment never went through. We never received any prior email, mail, text, or phone call about this issue. We call for the first time for this issue. The automated system says our last payment was on XX/XX/XXXX. When we get on the line with a person, we are given a very hostile line of questioning on why we are delinquent despite notifications, to which we tried to say we never got, and demanding immediate payment plus a late fee totaling {$5200.00} XXXX panic from the unexpected hostility, the amount is paid. 

After we looked more and realized we were never previously notified of this issue. Freedom Mortgage claims that we were notified 4 times by mail and 4 times by email, with the earliest notification being sent on XX/XX/XXXX. The only notification received on that day was an email offering a refinancing option due to lowered rates. Informed by representative on phone that no help could be given as their system shows we were notified. Late payment could not be refunded or transfered to the next month 's due amount. During this call I confirmed that the mailing and email addresses were correct. 

A third call was made to attempt to resolve the issue once more and get clarification on their notification practices to try and find a way to keep this issue from occurring again. I was informed that it is our fault for not receiving the notifications we got. I was informed by this representative that she could only see mailed notices on her system and could not see anything about email notifications. Despite not being able to lookup email notifications she also stated that there were no email notifications sent, contradicting what was said on the second call. We were also informed at this point that the payment reciept does not mean the payment went through. Due to our previous experience with Freedom Mortgage, as well as the conflicting information, we are skeptical if they are being truthful with sending the notices they claim. 

Freedom Mortgage is showing us a concerning trend of refusing to accept any fault and assigning blame to customers for any issue. All four times we have spoken to someone with Freedom Mortgage we have received hostility and blame instead of any serious attempts to resolve our issues professionally. They have shown no care towards our concerns and instead of listening to what occurred, immediately attempt to put blame onto the customer.

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