Consumer complaint received 2023-02-24
Company: Freedom Mortgage Company
State: FL
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 had a loan with XXXX mortgage. In XXXX I received a letter AND XXXX statement stating that Freedom would be my new servicing lender. Instead of paying XXXX with their invoice/statement, I followed instructions and made my first payment to XXXX XXXX. I did not have anything from XXXX at the time, only documents from XXXX. So, when I made my first electronic payment to Freedom, I used my loan number from XXXX and made my first payment. I continued month after month to make my payments with the original XXXX loan number under bill pay. It wasn't until XXXX, when I noticed on my Freedom statement that it showed I was past due. I reached out to Freedom 's message center and was trying to clarify for months that in fact I was not past due, my payment was sent. I finally got a hold of a gentleman ( In XXXX ) who told me that my XXXX payment was missed, when it fact I showed him proof that it wasn't. During this time I was told I didn't have insurance on my home, when in fact I did. My bookkeeper sent them proof via e-mail, messenger and through the insurance portal. Finally, this got cleared up after they tried to force place insurance on my home. Going back and forth with the message center, I decided to reach out to the President of the company because no one could find my first payment. From there, another gentleman responded back. He informed me that as well that my payment was missed and suggested I looked at my statement for that month to see what happened. To my surprise, in the middle of the month, the payment was returned, and without any notification. When I looked at the statement, the payment returned was from a company called XXXX XXXX XXXX The gentleman told me that Freedom couldn't identify me as the borrower with my XXXX loan number. That immediately put me behind. Since then, XXXX, XXXX, XXXX, and so forth, I have continued to bill pay Freedom every month using the only loan number I knew, which was XXXX and the payments were accepted to my account. The statement was very complicated to understand, not like XXXX. In XXXX and XXXX, a simple mistake, my bookkeeper shorted 2 months of {$80.00} each by putting the wrong amount. I was not notified about the first payment being incorrect so through bill pay, I made the second payment. Then I was told they didn't know where to put my 2 month payments, so they left them unapplied, which doesn't make sense. If they had applied it, I would have noticed the accidental short pay. Because of this, my credit score has plummeted from the 700s to the 500s. It has impacted my ability to do any type of financing. All this was because they didn't accept my first payment and didn't notify when I made the first mistake on my payment ( for XXXX ). Please review the XXXX monthly statements compared to Freedom 's, which is very difficult to understand. Let me know what else you need further from me.

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