Consumer complaint received 2021-04-21
Company: Freedom Mortgage Company
State: NM
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:
My Veteran VA home loan from Freedom Mortgage to XXXX XXXX XXXX was refinanced, and I was never late on anything with them, but they wound up being late with everything. They came in and took over the loan in the first place or I wouldn't have ever been with them. At the time I didn't know that I was going to be needing to move or I wouldn't have done it. I really needed the XXXX $ savings every month on my mortgage. I was happy to get it. My credit was very good credit and I was able to get the very best rates available, and I got 2.25 % just to save some on my mortgage. I was considering going with them instead of having my credit dinged and going with someone else, but they wasn't even wanting to help me with anything from the start, and they had poor customer service, when everyone else was ready to help me, like they should've been. And everyone else said they didn't know why Freedom wasn't helping me. They tried to say I needed to do my six veteran payments before they could even help me to get started with anything and I had done that. And, once the process with my VA Loan had started for the VA Refi I had multiple people calling me from there wanting to help me do a VA loan refinance with them then. I've refinanced many times before this with a Veteran VA home loan, and never have I ever had this problem with any other company refinancing a VA loan. I did everything l was supposed to do through the entire process, and what I was told by them to do, and even checked back with them and mentioned that I was double-checking back with them to ensure that everything was running smoothly, and that nothing was going to happen to my credit that I'd worked so hard for and needed to keep, and that nothing was going to happen to that. They rest assured that it was closing and well, and that no more payments were needed to be made anymore after that XX/XX/2020 payment. A month before that in XXXX, they were supposed to have closed, and didn't due to them running late then. I had to go ahead and pay that XXXX payment to them on my credit card unfortunately, and then I checked back in XXXX with them, and the lady in customer service said all was well, it was closing, like it was supposed to be, and no need to worry or make anymore payments. The loan processor XXXX XXXX XXXX XXXX XXXX Loan was there for the entire process, and she also talked with Freedom Mortgage and asked them could they please make sure to expedite things to please not be late on anything, as well as myself. With my being a RetiredXXXX  veteran, it was requested for it to be expedited and we didn't want or need this to be late again and mess up my credit or delay anything with the closing. It needed to close, as we were told it would on time, and it should have. We were told it would be expedited ahead. ( One lady in customer service afterwards said they were having Covid-19 delays, that everyone was refinancing ). 

Now a few months later and I'm looking at my three credit reports after a alert froXXXX XXXX  email alerts I was alerted to a score decrease of XXXX points for being late. Unbelievable! Everything was disputed on all three credit reports, and the information was sent about it. Freedom Mortgage doesn't want to own up to anything and fix the error showing 30+ days late on all three of credit reports and add the points back to the credit score from that. My credit has went from very good credit to getting the best rates, to good credit not getting the best now. This needs to be fixed asap. Now I'm needing to get into another permanent place to live and my credit needs to be fixed back.. This has ruined my great credit that I had, and I'm someone who has always paid on time and ahead for everything. I've worked hard for many years for my credit to be like it is. I've never seen companies operate such as they do today. No work ethnic, no responsibility, total negligence. It's not acceptable. Now I'm in a temporary place, and now asap in month or two I'll be needing my credit fixed even more so for the best VA home loan rates now that are available for me. I will also be getting legal assistance for further help in getting this resolved asap for all these late payments that's showing up on the credit reports and the score decrease that's happened with all of it that isn't right. It all needs to be fixed. asap. You can give XXXX XXXX the loan processor for XXXX XXXX XXXX, for that VA refinancing a call if you need to. She also has a copy of things that was sent to her about this, and she's aware of it all. She's tried to help me with it, but she also wasn't able to get anyone to help her with this either. No one wanted to admit they were wrong or tried to help in anyway and all they wanted to do was read from their paperwork, that is wrong. Her number is XXXX It will help to give her a call. She did it and is aware of it and all the details. She's aware of this and will talk with you about it

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