Consumer complaint received 2020-12-17
Company: Freedom Mortgage Company
State: MD
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Their investigation did not fix an error on your report

Complaint:
I have reached out to Freedom Mortgage via phone and via email regarding in accurate reporting. They were supposed to do a internal investigation but I still to this day haven't heard anything back. Below it the letter I have sent to them too as well. 


Loan Number : XXXX Payments : XX/XX/XXXX - XX/XX/XXXX I have been a Freedom Mortgage customer since XXXX, and during that time, I have enjoyed my experience greatly. I am writing now to see if you would be willing to make a goodwill adjustment to your reporting to the main credit agencies ( XXXX, XXXX, and XXXX ). I have two late payments on the account that I referenced above that date back to XX/XX/XXXX and XX/XX/XXXX. Since that time, I have been an exceptional customer, paying all my other monthly payments on time. 
Because of my exceptional payment history over the last 2 years, I would like you to consider removing the late payments from my credit report. I did not intentionally mean to be late on my payments, but due to the unexpended end of my government contract I was out of suddenly out of employment. I also at that time only had one salary in the household. Both payments were last then 30 days late. 
It does not justify why the payments were late, but rather there to show that these late payments are not a good indicator of my actual creditworthiness. I hope that Freedom Mortgage is willing to work with me on erasing this mark from the reports. I am now knowledgeable and clearly understand the importance of credit history and would greatly appreciate it you could make the adjustment. 

Also, for the month of XX/XX/XXXX there was an error when processing my monthly payment. My monthly payment that I pay is {$1700.00}. There was an error that the representative actually processed a payment for {$17000.00}. With this being said, there was a correction that was sent credit bureaus but drastically dropped my credit score. My score dropped nearly 100 points. After the credit bureaus made the corrections my scores only changed about 40 points. I am also in process of refinancing with Freedom Mortgage too as well. My application is still on hold as right now due to my credit score dropping. With the credit score the bouncing back to the score it was previously, I am unable to begin the refinance process with Freedom Mortgage. With hopes that you would be willing to adjust the two late payments, this would get me in position to refinance with Freedom Mortgage. 
I have been satisfied customer in the past and hope to continue a long relationship with Freedom Mortgage, as the credit industry is so competitive. I know how important it is to maintain good relationships with customers, and you have done an exceptional job in my book so far. 
I hope that you will consider my request and prove, once again, why Freedom Mortgage is heads above the rest. I look forward to your reply.

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