Consumer complaint received 2025-10-02 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Payment process
Company: Freedom Mortgage Company
State: WA

Complaint narrative:
I have a mortgage for my house in puyallup, wa. I have always made my payments on time for every house, apartment, insurance, cars, phone my entire life. 

I liquidated my XXXX XXXX to make payments in the summer and this fall. I forgot to pay in XX/XX/year>. I was flying and driving to Ohio and south carolina for job interviews with XXXX and XXXX. I made my XXXX payment XX/XX/XXXX. I made my XXXX payment on XX/XX/XXXX. I tried making my XX/XX/year> payment but the website was down on the weekend twice and I couldn't remember my password as well. I had the money in the money in the bank but this prevented me from paying XXXX on time. I tried to pay on XX/XX/XXXX but I selected XXXX month on the website and paid it online. But instead it took 2 months of pay instead of 1 month. Every thing was tight and close in my checking account on make half my pay of XXXX a month with unemployment. I just paid my other bills. I called and was told I can't pay XXXX month online even though it has that option because I was 1 month behind and not XXXX because it is due by XX/XX/XXXX of the month. My account was bouncing for 10 days since it was close to a weekend. I had no money for gas or food and I have XXXX dogs plus XXXX vehicles. The funds were given back to me. I tried paying my XX/XX/year> mortgage again on the website and had the same issue. It took 2 months and they reimbursed me as well. Now I tried paying on XX/XX/XXXX for XXXX and it went through finally but on XX/XX/XXXX it posted. I had XXXX issues with the website payment and being lumped together as late for XXXX when it is due XX/XX/XXXX. I paid the mortgage on XX/XX/XXXX for my XXXX mortgage and I thought it went through on my bank because I have never had a day of my life where my bank didn't pay a bill. I thought it was paid up for all my months from XX/XX/XXXX. I had no idea why it keeps showing 2 months late so a XXXX bill when I have paid everything on my end. I called yesterday and found out that I was given a credit of XXXX from Freedom mortgage and I have no idea why again in my entire life I have never seen anyone give money back for a loan any type. I am in the middle of buying a house in XXXX ohio, packing a pod because I got a job off as a senior project management XXXX. I finally sold the house weeks ago here in puyallup, wa too. I know I got my XXXX liquidated recently and thinking everything in my checking account is correct. I found about yesterday as well that my XXXX XXXX XXXX did not pay my last payment on XX/XX/XXXX for my XXXX mortgage. I have never in my life see this either and it makes me mad because they didn't call me or tell me this didn't happen because I have the funds. I dont know why you gave me a credit for a month as well. So now I have no money because I just paid my XXXX money paid for inspection on the house in XXXX ohio. Now I am unable to get a fha, convenientally, XXXX, loan because it shows 2 months late with late fees plus my XXXX payment lumped in again and its due by XX/XX/XXXX with a hard credit it pull my loan agent yesterday. 

My question i have is what are you going to do that is right for me in this situation? 
My puyallup, wa house closing date is XX/XX/XXXX. 

They should not refund my money and then report you as late. A supervisor called today and told me that i had an issue with the online system and selected both months which is not the case. I want my late payments revised to say pay on-time and only XXXX is due to pay plus XXXX.

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