Consumer complaint received 2018-10-07 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Freedom Mortgage Company
State: CA

Complaint narrative:
Thou reporting only allows 1 item, processing payment problems, the bigger LT/ $ AMT issue is that my wife and I have taken a ~300 point FICO decrease hit and foreclosure action on our credit reports which effects job opportunities, any refi/cash out ability/cost for house improvement and other areas of life financially for many/possibly hundreds of thousands of dollars in additional costs, and attempt to push us further into poverty for years to come ; all because of vindictive & poor paperwork/processing by Freedom Mortgage and its employees to anyone questioning their service problems. 

Loan servicer FREEDOM MORTGAGE took over our Refinanced 15 YR LOAN ( AND outsourced to LOANCARE for part of that duration ). Whenever they changed the payment location, especially to NE ( Bad winter areas ) we seemed to have more problems with them processing payments promptly. So, a few years ago after I had been paying their Loancare-L # we had payment changed to CA address first ~upto 12yrs, then they transferred back to FREEDOM-L # ~ last 2 yrs in XXXX OH. 

( The company seems to have a different location for all the variables and computer systems that don't talk between these different employee groups, hence many paper/processing errors, delays, and invalid fee 's to customers ). Over 6 months before the last payment I regularly looked on web portal ( problematic ), contacted Customer Service by phone 800 #, and Emailed a VP for that division asking for a removal of the bogus/improper fee 's. I'd asked monthly to be removed to be fixed ASAP and clearly layout if anything different had to happen for last payments. I also asked for them to prove/audit how mail from CA to OH was processed and proof of postmarked ( late payments ) the charge vs. as thou the mail was taking 10+ days to go across country?! They said no way to track..no proof? Instead of fixing things they appear to Retaliate and create more late/extra fee 's. Then last several months the physical statement $ AMTS didn't match last stmts, the online balance, or what the 800 # CustSvrRep read me over the phone. Then what should have been my last payment in XX/XX/XXXX, they cashed but did not apply to the loan, and then filed the foreclosure action against me/us to extort the add'l ~ {$1000.00} in fee 's ( special bank draft to another location ). After cashing that they still didn't acknowledge and reported foreclosure action to all the credit agency 's and in XX/XX/XXXX ' I finally received Deed information from county ( which was filed w/wifes name, should have only been under my name since I paid all loan, Ins, and taxes starting months prior to marriage ). Also, several times during the 15 years they lost our payments and required us to write a second check, they'd cash, only later to have original one cashed. As well they didn't have a free way to electronically pay locally or online, nor would they provide coupons ahead of times, so sometimes I had to copy prior bill-address to mail check by the beginning of month since statements hadn't arrived early enough. When I was unemployed they wouldn't qualify us for CA Hamp/Hemp-UI help advertised all over US.

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