Consumer complaint received 2022-02-23
Company: Freedom Mortgage Company
State: IL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
In XXXX of XXXX, my credit score was negatively impacted because Freedom Mortgage reported that I was late on a mortgage payment. On XX/XX/XXXX, I received a letter from Freedom Mortgage stating my mortgage payment was late. I immediately called and was told that I hadnt submitted a payment for XX/XX/XXXX. I told them I submitted the payment, and they suggested I call my bank to find out what happened. I called my bank, they assured me the payment was received by Freedom Mortgage for XXXX. I called Freedom Mortgage back and was then informed they had mistakenly indicated that XXXX was the month for the missing payment ; they then stated that the missed payment was for XX/XX/XXXX, and that the payment was returned from my bank on the XXXX of XX/XX/XXXX. This is another error because I submitted the payment to Freedom, and again, I received a confirmation email from Freedom for both the XXXX payment and the XXXX payment. 
I have tried for months, to resolve this issue with Freedom Mortgage and have even provided proof of the One-Time Payment Confirmations I received from Freedom Mortgage, showing that I have submitted every payment on time. I spoke with several customer service representatives and supervisors who all stated there was nothing they could do to resolve this error. 
After several more attempts to get this issue resolved, including submitting a formal letter to Freedom Mortgage regarding the error, I finally received a call in XXXX of XXXX, from a XXXX XXXX XXXX for Freedom Mortgage. In this conversation, he informed me that my Freedom Mortgage payment file had been corrected to reflect a zero delinquency payment status for the life of the loan with Freedom Mortgage. I then, immediately requested documentation reflecting my files corrected status. The XXXX XXXX XXXX sent me the information via email, and I then requested that I be sent a letter officially stating the corrected status of my mortgage account. After sending three follow-up emails regarding this request, I have yet to hear back from him or anyone at Freedom Mortgage to provide official documentation that shows the error was resolved. However, because the XXXX XXXX indicated that the issue was resolved, I did recently file credit disputes with all three bureaus to have my file updated. The response from the credit bureaus resulted in my credit reports remaining unchanged. 
I have a copy of the email correspondence from the XXXX XXXX showing the zero delinquency. I also have each One-Time Payment Request confirmation, received from Freedom Mortgage going back to XX/XX/XXXX, including the payment confirmations for both XXXX and XXXX, which shows I have consistently paid in a timely manner since they bought my mortgage account from the previous lender. 
I can provide bank records for the entire year which prove that I have more than enough money to pay my mortgage on time, however it appears that the root cause of this issue is Freedom Mortgage automatic payment tool which has not worked since Freedom Mortgage took over my mortgage account, which necessitated the monthly One-Time payments online. 
After several months of calling Freedom Mortgage for assistance with resolving the automatic payment tool, I was finally informed that they dont provide direct assistance for the automatic payment tool. I was further informed that the only thing they could do was mail me instructions, but I have yet to receive any correspondence regarding the automatic payment tool. But more to the point, there must be an issue with their online payment tools because each month I received a confirmation for the submitted payment, yet weeks later I get a subsequent notification indicating that a payment is missing. 
For the life of my mortgage, I have never been late or missed a payment. I am asking that this negative report by Freedom be removed from my credit file : XXXX : XXXX ( 30 days late ), XXXX : XXXX ( 30 days late ), and XXXX : XXXX ( 30 days late ). 
If you review my entire credit file, you will see that I have impeccable payment history for all accounts and a XXXX credit score up until XX/XX/XXXX, months after Freedom Mortgage took over my mortgage account. I believe it is entirely reasonable to receive a goodwill deletion of this negative report based on the technical errors Ive been experiencing with Freedom Mortgage online payment tools and my continual attempts to rectify the situation.

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