Consumer complaint received 2020-08-15
Company: Freedom Mortgage Company
State: TX
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account information incorrect

Complaint:
To Whom It May Concern : I wish to file a complaint again Freedom Mortgage Corporation. Their address is XXXX XXXX XXXX XXXX, XXXX XXXX, NJ XXXX. The Lender NMLS ID is XXXX. This request is in regard to the following ( now paid in full mortgage ) account : Account Number : XXXX Address : XXXX XXXX   XXXX XXXX, XXXX XXXX, TX XXXX Name : XXXX XXXX XXXX Last 4 SSN : XXXX Phone Number : XXXX In XX/XX/XXXX, they purchase my mortgage from XXXX, which was started XX/XX/XXXX. Freedom Mortgage attempted to call me while at XXXX ( XXXX XXXX XXXX ) in XXXX XXXX, CA. I had very limited cell reception and requested proof in writing they were now the owners of the mortgage. It was not until XXXX that they sent the documentation. Since then, they have not improved their communication or answering requests. 

Then apparently there was a change in the amount of the payment in XX/XX/XXXX. I was told last week that this was due to change in escrow. But Freedom Mortgage never once contacted me ( phone, email, USPS, etc. ) to notify me of said change. As such, I continued to make payments according to the last known amount. This was in accordance to Texas recognized Duty of Good Faith and Fair Dealing as defined in TEX. BUS. & COM. CODE 1.201 ( 20 ). 

Instead of notifying me of change or that I needed to adjust the payment amount, Freedom Mortgage began to ding my credit reports, greatly reducing my credit scores. I found this out as I was selling my home as I was PCSing from XXXX XXXX, TX to XXXX XXXX, VA and was looking into a new home. The protentional lender let me know about this error and inaccurate information on my credit reports by Freedom Mortgage. I have attempted numerous attempts to reach out to Freedom Mortgage to rectify this mistake on their part. The new lender requested a copy of payment history, of which I provided the following XXXX information : XX/XX/XXXX XXXX, which they verified they forwarded to you XX/XX/XXXX XX/XX/XXXX Freedom Mortgage illegally ( according to XXXX legal office ) attempted a double charge XX/XX/XXXX Freedom Mortgage refund before XXXX could stop payment XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX After 4 weeks of requesting the loan payment record from Freedom Mortgage, they finally provided it. The new lender then asked for a Freedom Mortgage memo stating that I was making payments IAW the last known payment amount. After 2 weeks of making that request, they have yet to provide this document so that I can get a new mortgage. Currently, we are living in XXXX XXXX XXXX on XXXX XXXX as we wait for Freedom Mortgage to help remedy this so we can get a new mortgage and a new home. Our hope and prayers were to have this done prior to starting our PCS so we could move in before I inprocess. But it is still not resolved. 

In addition to emails and using their online secure messaging, I have also been calling Freedom Mortgage since XXXX when I found this out. The most recent phone call was earlier today, in which I was again promised to receive a call back from supervisor/manager within 24-48 business hours. Of course, the previous time I was promised this was XXXX during a 19 minutes 48 seconds phone call and I have yet to receive that call back. The same is true for call on XXXX during a 20 minutes 42 seconds call. Freedom Mortgage has yet to return any call back from my previous requests. Again, proving that the lack of communication is the problem, not my lack of payments. 

Thank you in advance in assisting me in rectifying this situation. Please feel free to contact me if you have any questions or need any clarification. Thanks again. 

XXXX XXXX ( XXXX ) XXXX XXXX XXXX Cell Phone : XXXX Email : XXXX 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