Consumer complaint received 2021-12-19
Company: Freedom Mortgage Company
State: GA
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:
I previously submitted a complaint for this matter onXX/XX/2020 ( # XXXX ) in an attempt to get the inaccurate and ONLY XXXX mortgage delinquency corrected on my credit reports for the XX/XX/2020 payment that was NOT made 30 days late and was told then it would be taken care of. I made the XX/XX/2020 XXXX online onXX/XX/2020 and accidently checked the incorrect box to pay ALL late fees ( {$530.00} ) plus my mortgage payment ( {$1500.00} ), which totaled {$2000.00} and that amount was thus deducted from my XXXX XXXX checking account. Realizing the error and the fact that I did not have those extra funds at that time for ALL late fees, I contacted Freedom Mortgage immediately to request reversal of the late fees only of {$530.00} ( not the funds for the payment ), which I was told they would refund and which was also stated would be done in the company 's response to the prior CFPB Complaint on XX/XX/2020 made by XXXX XXXX XXXX, XXXX of Customer Service for Freedom Mortgage. However, instead of doing what they promised and committed to in writing ( and what I requested ), they instead refunded the ENTIRE payment of {$2000.00} back to my account and showed that they did this onXX/XX/2020 on their online account portal and then proceeded to report me 30 days late for the XX/XX/2020 payment as a result of THEIR ERROR in returning the incorrect amount. Further, the refund was not issued until until XX/XX/2020 per the mortgage statement copy attached dated XX/XX/2020 and did not hit my XXXX Federal account untilXX/XX/2021, at which time I immediately sent back the funds sent back to me in error by Freedom Mortgage to cover the payment and was told by the customer service advocate I spoke with would take care of being sure I did not get reported late for the XXXX payment due to the error in refunding the incorrect amount. I then made an additional payment onXX/XX/2020 to cover the XX/XX/2020 payment as well. Despite all of my repeated disputes to the credit bureaus in an attempt to correct this fiasco and incorrect reporting of my account, Freedom Mortgage still insists on reporting that payment 30 days late, despite the fact that I have NEVER had any other late payments in the almost 4 years I was with their company. Not one single late payment. I have an exceptional payment history, and this negative XXXX late payment for my mortgage due to their error does not accurately reflect my historical credit worthiness and has significantly unfairly damaged my XXXX XXXX and I have suffered credit denials, as well as other financial damages as a result, not to mention the mental anguish of trying to get this resolved repeatedly over the last year and a half of my life. Running out of other options, I have recently consulted an attorney who advised me to try one last time to get this matter resolved amicably through the CFPB engaging him to bring a FCRA violation lawsuit against Freedom Mortgage for this matter and sue for damages and attorney 's fees I am entitled to under said law. So, this is my absolute LAST attempt to try and get Freedom Mortgage to review this unusual situation, consider my PERFECT payment history with them, and do the right thing once and for all and correct my credit report by deleting this ONE and ONLY XXXX late payment still showing on all XXXX credit bureaus. I have suffered unfairly and severely as a result of this situation and my credit worthiness is certainly NOT being reflected accurately. This is a very simple matter for them to correct considering the very unusual and extenuating circumstances in this case. Again, I have a PERFECT payment history with Freedom Mortgage for every other payment both before and after this, and request that this be corrected and deleted from my credit reports immediately. I feel that is a very fair request. I have attached numerous pieces of supporting documentation to support my case and request. I do not wish to have to file a lawsuit against Freedom Mortgage but if this is not corrected I am left without other options and absolutely will be doing so promptly. I can not continue to suffer unfairly due to this error. The payment was made on time on XXXX XXXX XXXXXX/XX/XXXXas reflected in supporting documents, and it was not my fault that the company refunded the incorrect amount in error, but am the only one suffering since then as a result of this incorrectly reported delinquency. I am aware under the law that they are NOT REQUIRED to report anything to any credit bureaus, but instead choose to. They can also remove items of their choice as well to accurately reflect a consumer 's credit worthiness when errors such as these arise. Hoping that happens and we can all move forward accordingly with this matter behind us and no lawsuit will be necessary to have this corrected. This has been absolutely horrible to deal with and hoping this is the end one way or the other. I have to get my credit restored as it should be. I have a perfect payment history and am very diligent to pay my bills on time every time. If there is anything further needed from me, I am happy to supply it. Please let me know. I am more than happy to provide my XXXX XXXX bank records, if needed.

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