Consumer complaint received 2019-04-06
Company: Freedom Mortgage Company
State: CO
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I have been informed that there is negative information reported by Freedom Mortgage under my Social Security number. Freedom Mortgage reported 30 days late on my credit for XX/XX/XXXX and XX/XX/XXXX. 

I challenge the accuracy, compliance and reportability of these listings. 

I attempted to make two automated online payments on the Freedom Mortgage website unsuccessfully due to their website maintenance issues. 
Freedom Mortgage failed to properly investigate and respond to the website errors and website maintenance issues that lead to inaccurately reporting 30 days late twice on my credit which dropped my credit score tremendously. Freedom Mortgage Customer Care was not open both times I had errors on their website. 

Freedom Mortgages Customer Care representatives told me that their website is always busy on the last day of the month & they can have computer issues, sometimes interfering with the website payments because of heavy processing at night. Personally, while speaking with Customer Care I learned the screen shots of the websites error on payment that I submitted were not available on a Freedom Mortgages uploaded document. Im not sure why the complete document I submitted wasnt available for review. 

The first time I had issues making an online payment on the Freedom Mortgage website was on XX/XX/XXXX when I got an error on payment. Freedom Mortgages email response said If you are experiencing difficulties accessing your account online, we may be able to resolve this matter via telephone. The Customer Care Department was closed. I called to communicated the website issue and confirm payment on the morning of XX/XX/XXXX with XXXX, teller # XXXX. Confirmation # XXXX. XXXX recommend I send an email to Customer Care to address my concern about this payment being beyond 30 days due to the system error. 

I emailed Freedom Mortgage @ XXXX and received an emailed an auto-response stating we are in receipt of your inquiry. We are reviewing the information you have provided and appreciate your patience while we conduct this research on your account. A letter response to my inquiry was sent to my mailing address stating to please allow up to ( 30 ) business day for a response. Freedom Mortgage failed to follow up or respond. 

This happened again. I attempted to make an online payment on the Freedom Mortgage website twice on XX/XX/XXXX and got an error on payment. My attempt to make payments was prior to XXXX XXXX ( Eastern time ). I was concerned that I made two payments. The next morning on XX/XX/XXXX, I called Customer Care & communicated I had website error last night. Freedom Mortgage has notes in system, a one-time draft / payment was made, they waived processing fee because of the error last night. I was advised by the Customer Care representative that I could email XXXX that the website gave the error message. Confirmation # XXXX.

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