Consumer complaint received 2019-09-11
Company: Freedom Mortgage Company
State: MI
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
Freedom Mortgage is reporting incorrectly to XXXX ; XXXX  and XXXX a prior delinquency in XXXX, XXXX on the FREEDOM MTG partial account number ****XXXX. ( Please see page attached from my credit report. ) I have also attached a copy of the letter from XXXX XXXX XXXX denying any responsibility for their error in not making my mortgage payment on time and causing a late payment to be added to my credit report. I have outlined below an extremely detailed accounting of what transpired with XXXX XXXX XXXX. They are continuing to deny any/all responsibility for the companys error in not making my home mortgage payment on time. 

1 ) I made my house payment in good faith through the XXXX XXXX XXXX bill payment service, the funds WERE available at the time of the transaction. At the time of the transaction, the bill payment process indicated a delivery date of XX/XX/XXXX, I trusted that the service would in fact deliver the payment by the stated delivery date on that transaction as shown in the attachment. XXXX took the funds from my account on XX/XX/XXXX. If for any reason, I would have thought my payment would take an additional three weeks, I would have simply called Freedom Mortgage and made the payment that day with no penalty or late. All XXXX bill payment center had to do was deliver the payment by XX/XX/XXXX ( an additional 13 days past the delivery date promised on your banking site ). 

2 ) Upon finding out that the payment had not arrived on or about XX/XX/XXXX, I began to call your bank for answers only to receive this response " the funds were taken out and it should arrive shortly '' from every supervisor within your organization. At this point, I could have recovered and made the payment on time however, your organization had the funds and DID NOT know where they were. Upon further calls to your supervisors, they were not helpful in anyway, as was discussed with you the following XXXX of XXXX. They ( XXXX Manager/Supervisor ), continued to blame it on their/your bill payment center and directed me to contact them directly. I made no less than 15 calls to your bill payments center and each time they said the supervisor on the next shift would call me back, I never received a call back or answers and I was not able to recover MY money to make the payment on time. 

3 ) XXXX XXXX bill payment center, sent my house payment to the wrong address, as stated and verified, and did not fix the error in time and delivered the payment 23 days after taking the funds, and 13 days after their stated delivery date. Because of their disregard for my issue and blatant lack of response to numerous calls I was not able to recover and make my payment on time. Consequently, I was zapped with a late on my credit report. 

Id like to reiterate that the funds were available and withdrawn from my account on XX/XX/XXXX. I trusted XXXX XXXX XXXX to make timely payments on my behalf. I respectfully request that Freedom Mortgage contact the ( 3 ) bureaus and remove this negative reporting from my credit report.

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