Consumer complaint received 2023-02-20 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Freedom Mortgage Company
State: TX

Complaint narrative:
Dear Sir/Madam : My name is XXXX XXXX XXXX XXXX and this letter references my account with Freedom Mortgage numbered XXXX. 
My loan payments have been mishandled and I am setting out in this letter a timeline of the events which has compromised my on-time payment history and I believe my credit rating. 
XX/XX/2023, I accessed my account information online and changed the account associated with my automatic payments with the intention that my XX/XX/XXXX payment would be taken from the updated account information. There was no warning or instruction on the website that the update that I made would not be acceptable for my upcoming payment. 
XX/XX/2023, I logged into my former checking account and noticed that the amount of my mortgage payment had been withdrawn, which caused the account to be seriously overdrawn. I also logged into my new checking account and the funds for my mortgage payment were still accounted for. 
On XX/XX/2023, I called Freedom Mortgages customer service for assistance. I spoke to a young woman on a recorded line and explained my problem. She was very helpful in verifying that I did indeed change my checking account information and she placed a three-way call between XXXX XXXX , myself and her to have the payment reversed from XXXX XXXX and replaced by the autopayment to my new checking account. 
XX/XX/2023, I logged into the Freedom Mortgage website and accessed my account to verify that my payment had been completed. I found that, in fact, my payment had NOT been deducted from my new checking account and the message I received was that my payment was past due. 
XX/XX/2023. I subsequently logged into my old account and discovered that my payment had been REFUNDED to my old account by Freedom Mortgage. 
XX/XX/2023, I place another call to Customer Service and spoke to another lady on a recorded line. I described all the events that occurred and because of our lack of communication, I requested to speak with another Customer Service Representative. 
XX/XX/2023, I spoke with XXXX XXXX with Freedom Mortgage on a recorded line, and she was very helpful. After explaining the events to her, she took a one-time payment from me over the phone for ONE mortgage payment. She instructed me to email her back in 3 days when I transferred the RETURNED mortgage payment from my old account to my new account so that the remaining payment due could be affected with another one-time payment. She also made a request that the delinquent payment notation be removed as the problem was on the side of Freedom Mortgage. 
XX/XX/2023. In the evening, I received an email from Freedom Mortgage which was intended to confirm the payment and transaction number made with XXXX XXXX. The transaction number was correct ; however, the amount was {$3300.00}. THIS WAS NOT THE AMOUNT WE AGREED UPON. 
XX/XX/2023, I immediately sent an email to XXXX XXXX about the error. 
XX/XX/2023, I logged into my Freedom Mortgage account, and my account description was that a one-time payment was made in the amount of {$3300.00} and my next payment was not due until XX/XX/2023. 
XX/XX/2023, I logged into my Freedom Mortgage account, my old checking account and my new checking account with NO changes as to my mortgage payment. 
XX/XX/2023, I logged into my Freedom Mortgage account, my old checking account and my new checking account with NO changes as to my mortgage payment being taken out by Freedom Mortgage. 
XX/XX/2023, I logged into my Freedom Mortgage account, my old checking account and my new checking account with NO changes as to my mortgage payment being taken out by Freedom Mortgage. 
XX/XX/2023, I logged into my Freedom Mortgage account, and I can not make heads or tails out of the account payment history. My account is delinquent and according to the information I could see revealed that I owe for XXXX and XX/XX/2023. 

As you can see by this timeline my account has been mishandled and it is not my doing. I would never have contacted Freedom Mortgage and instructed my mortgage payment to be returned to me. I have made all payments timely and by auto payment. 
I believe it is egregious that my credit rating is marred by this mishandling, and I expect Freedom Mortgage to rectify its actions taken by its credit department. 
XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, Texas, 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