Consumer complaint received 2022-10-04
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: Investigation took more than 30 days

Complaint:
I'm filing a complaint against Freedom Mortgage who is my mortgage lender. In late XXXX, I scheduled a payment online through their portal. That payment was scheduled for the month of XXXX. I schedule payments through my bank account monthly and thought my payment was good to go. I logged in to my account again at the beginning of XXXX to pay my XXXX mortgage and see that I'm past due. I immediately call to discuss what happened and ask that the error be rectified. I was directed to their website to file an online inquiry. I did that and it has now been over 3 weeks and no one has responded nor reached out to me. I'm a co-borrower on the mortgage. My ex-fianc is the other co-borrower. He and I signed together for our home in XXXX of 2020. On XX/XX/XXXX, there was a XXXX XXXX XXXXt in our home and the police were called. I now have a retraining order against him ( XXXX XXXX ) for battery. I also canceled his mobile phone line under my account and have no idea what his new phone number is. When I called to discuss the situation, I was advised that Freedom Mortgage had attempted to reach out to the cell phone number provided for him ( XXXX ). Obviously, that number was no longer in service and he never called to update his phone number. I've been making all the mortgage payments from XXXX going forward. He has not helped nor contributed any amount towards the mortgage. I asked why I had not been contacted to let me know that my payment did not process successfully. My phone number was never once called. I don't know if they sent any mail correspondence because I have never seen any correspondence from Freedom Mortgage in my mailbox. We have a child together and alternate " nesting '' in the home on opposite schedules. He has access to the mailbox as well. If I'm on the account and also financially responsible for the mortgage, why was I never communicated to regarding the missing payment? I would have absolutely reprocessed the payment and immediately made another payment. There are some discrepancies in how Freedom Mortgage follows their " processes '' and calling all phone numbers on the account is not part of them. Their website is also glitchy and now I'm being penalized for their error in the payment not processing and for the fact that they never reached out to me to let me know that it hadn't processed. I'm in unique situation where I legally have no contact with the other borrower because of their abusive behavior and I was NEVER contacted to let me know about the payment that I thought I made and did not successfully process. I was advised that my request to remove the late payment from my credit reporting had been denied by Freedom Mortgage. Once again, I received no phone calls about my inquiry or any explanation. I'm now a vXXXX XXXX XXXX XXXXXXXX and in the near future, will need to sell my current home and get one for me and my XXXX XXXX. My credit report dropped over 100 points with his late payment and I'm concerned that this will impact my ability to qualify for a future mortgage for my kids. This late payment is completely inaccurate and I feel like the company should be investigated for not following the right procedures/protocols in trying to notify all consumers/parties involved that they did not receive a payment before taking on an almost {$100.00} late fee and a hit to their credit report. I'm asking for Freedom Mortgage sent a request to all 3 credit bureaus requesting to delete my late payment and refund me the late payment they charged me as a result of their inaccuracies and insufficient contact attempts.

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