Consumer complaint received 2023-01-08 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Freedom Mortgage Company
State: TN

Complaint narrative:
My Mortgage company destroyed my XXXX XXXX due to losing my payments. Lost payments happened two times. In XXXX and XXXX. XXXX I had called them multiple times trying to get it resolved before my credit was impacted. I requested a search for the missing money order which was already near past the due date. Days to a week later, my account was classified late. Later, The payment for XXXX was found. FM told me that since it was my first late payment that it would be forgiven and my late charges would be removed. I explained that I payed on time which was also clearly stated on the money order. I had emailed a photo to them. The payment was sent on time. I should not have been held accountable, but I was. Prior to this, I received mail and also recorded to the mortgage app that my payments had not been received and that I was delinquent. Days after the search, I called back and I was told that my money order just so happened to arrive the same day of the search.. after 30 days? However, Late charges were removed and no negative impact to my credit.Then for the XXXX payment, the same happened. Once again, I ended up receiving a Delinquent status. Before and after the payment was classified delinquent, I called about XXXX times,. Sometimes on the phone for XXXX minutes trying to find a resolution for my missing payment and explained that this happened in XXXX. I explained that I needed the payment to be found cause I didnt want my XXXX XXXX to be impacted. I requested a search for my missing money order twice. I called and spoke to multiple reps about the issue and mentioned the late charges, that I sent a money order, and that I have a have proof of the on-time payment and that the same thing have happened to the XXXX payment. I asked if the money order order was found. it had not been at that time. I also asked if the payment was found, would the late payment status and late charges would be removed from my account. I was told no because its my second time being late. But I was never late in the first place. Again I was held accountable for my payment being lost like time time before.One rep told me maybe it was because I didnt put my account number on the money order was the reason for the money order being lost. But my prior payments have never had the acct number on them and that the payments was still processed and recorded. Another rep said it was not required long as my name and address was on the money order.. I explained the importance of the money order being found to multiple reps. I didnt want my credit being hit. I explained that I have a newborn, and in need of a bigger home asap.. ( I didnt mention that Im also working on a new business venture, which I need a small facility that I have already bought some equipment for ). I dont have that kind of money to pay cash for a business facility nor a new home, Therefore for I NEEDED MY GREAT CREDIT. I planned to do all of this early XXXX. Thats why I called so many times to prevent this issue.However, XXXX put in a search and it had not have been found. In XX/XX/XXXX I then I received a message from credit bureaus that my credit changed. I was hit XXXX pts on XXXX and XXXX and XXXX on XXXX!! I called XXXX and the payment still hadnt been found. And was told that Ill have to resend the payment. I asked to be escalated to a manager and explained what happened, she requested a photo of the money order in question. She saw it and removed the late charges, which is reflected on the XXXX. At that time, I asked If she could help resolve my credit issue. She said she could not. The next few days, I went to the post office to attempt to pay the missing mortgage again for XXXX Before I walked in I checked the app and it showed I was current and the next payment was due XX/XX/XXXX. Obviously the payment was found. But my credit was already destroyed. My question is to why they would send me as delinquent to the credit bureaus if they were currently searching for lost a lost payment? They saw that the exact same thing happened recently. Its seems very negligent that they lose my money orders on top of that, punished me for it.. not once but twice. I have not called back since.Theres no way my credit will be back to how it was before XXXX! Interest rates are already high, and with this XXXX XXXX I can forget about it. This occurrence will take 7 years to fall off my credit! Im distraught. I actually vomited when I saw my score dropped and couldnt sleep for days worrying about it.My home is to capacity, I have a newborn I need more living space asap. With this current credit, Ill be paying much more money long term and short term for anything involving my credit! All of these years of financial responsibility is now destroyed. 
The lost and found money order payment in question that is dated XXXX. I have my receipt, mail showing Im delinquent and snap shots of my XXXX XXXX dropped due to this. Not to mention. Similar issues happened when I first was transferred to this company. Theres issues with the system not being updated for my banks routing number. Thats why I have to send money orders in the first place. My previous mortgage companies had not issues at all taking my payment with the exact same account. But this is no fault of a person. Most likely the system. But its been payment issues since XXXX. But no fault of my own. Also, my XXXX payment I had to ask for a search for my XX/XX/XXXX payment because it had not been received weeks after I sent the payment in. But it was found before it was late. That payment was actually found before XX/XX/XXXX payment. More than likely this would have happened again if I had not acted when I did. XXXX also requested proof of that money order as well.

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