Consumer complaint received 2021-02-25
Company: Freedom Mortgage Company
State: PA
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: Difficulty submitting a dispute or getting information about a dispute over the phone

Complaint:
Good evening, I am currently serving in the military and we closed on our primary residence with Freedom Mortgage in XXXX of XXXX. Our home needed to be renovated so I visited the house to do work a few days a week for a couple of months but the weather delayed us. I set up auto-draft via Freedom Mortgage 's website for bi-weekly payments ( to increase the number of annual payments made ). Our total mortgage amount is {$1700.00}. I was notified in XXXX via snail mail my payment was reversed and I contacted customer service immediately. I was told my bank account information was incorrect. I verified the information with the representative because the stored bank information was indeed incorrect. With the rep on the phone with me, I corrected and saved the updated bank information, confirmed with them and stored it via the " mywallet '' option. I paid the account up to date and then paid XXXX in advance on XX/XX/XXXX because I was told the system wouldn't draft fast enough to guarantee it would clear in time. I was insured my credit would not be affected since I paid everything up to date. 

In XXXX, my account was auto-drafted for the 1st payment and I assumed things were back on track. Early this month, XXXX, I went to work on our home and checked my account to find XXXX 's mid-month payment had not been drafted. I immediately contacted customer service again and was told my bank information was incorrect. I disputed this claim because the bank information in " mywallet '' was correct and used to make the previous payment. I cancelled the auto-draft option and using the same exact " mywallet '' information, made a one-time payment using their system. The payment went through and has since cleared my bank ( XXXX XXXX XXXX XXXX ). 

In addition, I reached out to Freedom Mortgage through their message center asking for someone to please reach out to me to address the issue via phone and only received an electronic response stating my bank information was incorrect. I was notified this week via XXXX XXXX my credit score dropped >110 points due to a late payment inputted by Freedom Mortgage. Last night, XXXX XX/XX/XXXX, I reached out to a rep but was told no supervisors were available. I submitted a summary and screenshots to their message center again. Today, XXXX XX/XX/XXXX, I contacted customer service again and was told I had to submit a message and 10 days later someone would reach out to me to assist. I demanded a supervisor immediately and was connected with XXXXXXXX XXXX XXXX or XXXX ( I can't recall ). XXXX stated she would contact me within 24hrs with an update after she reviewed and investigated the matter. She contacted me the same afternoon, prior to a XXXX call I had to be on. It's difficult to take personal calls but a co-worker cover down for me to step out. She provided the information as the reps and stated I'd made all payments using the one-time payment option and incorrectly updated my auto-draft information. I insisted she was incorrect because I have documentation showing the XXXX payment of {$870.00} was drafted the 1st week of XXXX. Why would I only pay half if that was the case? She stated if I still had a problem to go through their customer care department and electronically file a dispute. Ten days later, I can expect a response. I was told the 30 day notice on my credit report was for XXXX but now I'm worried I will be pegged for XXXX as well. The amount owed currently up to date. My next payment is due XXXX XXXX and I now have an alert via my cell to pay it, using the same stored information. Keep in mind, I'm being charged late fees all long but my primary concern is my credit score. 

I find their response and unwillingness to admit any fault on their part unacceptable. I can accept I should have verified the drafts each month but I have positive experiences with my other lenders. Due to our operations tempo, it's convenient to set and forget, knowing your bills are automatically paid. I have spent the better part of 21 years of my time serving in the XXXX to upkeep my credit. I have XXXX mortgages with different lenders for other properties and have never missed a payment using auto-draft. Only with Freedom Mortgage have I gone through this and received no support as a customer. Negative information immediately went on my credit report knowing I have reached out for assistance concerning the auto-draft issue. When I noticed the discrepancy, I paid the mortgage current and in full. I would never jeopardize my credit because it gives me a chance to compete for investment opportunities and upon retirement for many job opportunities that will require excellent credit. Why would I risk everything now and with my primary residence? 

I am currently in the process of refinancing a separate property and am now stressed the deal may fall through because of this. I apologize for the length of my statement but I hope you can assist and understand my frustration. I want to pay my bills on time ; I just wish their scripted customer service and system were truly customer focused and humane under the current state of things. Any assistance or direction you can provide would be greatly appreciated. These are unchartered waters for me. What options do I have? Thank you for your time!

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