Consumer complaint received 2018-12-07
Company: Freedom Mortgage Company
State: MA
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: Problem with personal statement of dispute

Complaint:
I purchased my home in XXXX and since then have had several different mortgage companies buy out my loan. My credit score has always been near perfect and I have had zero late payments on my mortgage/credit cards. In XX/XX/XXXX Freedom Mortgage bought out my loan and since that date I have had several issues with poor communication on Freedom Mortgage 's part, receiving letters weeks after the date they were apparently written or " sent ''. On XX/XX/XXXX I paid my XX/XX/XXXX mortgage payment- the amount I normally pay each month. This was actually paid early. This amount of money was taken out of my bank account and cleared into Freedom Mortgage companies system on XX/XX/XXXX. Late XXXX I received a notice in the mail stating I did not pay my mortgage for XX/XX/XXXX. After investigating with my bank, it was confirmed that I did. I requested paperwork from both my bank as well as Freedom Mortgage company proving this. Early XXXX I received a notice from Freedom Mortgage stating that my account was now past due and immediately called the customer representative from Freedom Mortgage. She informed me on XX/XX/XXXX that my payment was {$60.00} short due to a change in escrow starting XX/XX/XXXX. I was never notified of this escrow change. I asked where my money was since they cleared it from my bank. They told me its been sitting in an " unapplied balance '' fund. I was told that if I made the additional {$60.00} payment right then, then my account would be up to date. I paid the balance of {$60.00} immediately. My late fees were also waived due to the fact I never received the escrow change notice and my payment was actually " not late ''. On XX/XX/XXXX I received a foreclosure notice in the mail stating that If I didn't pay my mortgage I would be in foreclosure. I immediately called a customer representative again on XX/XX/XXXX and was told my account is completely up to date. He made notes stating that the company needs to stop sending me notices and the payment was made on time and placed into an unapplied balance fund. He also noted that I never received the change in escrow notification that Freedom Mortgage claims to have sent. This customer representative told me that this would not be reported to the credit bureau. When I checked my credit score recently, my score had dropped from nearly perfect to the 600 range. I have never been late on a payment and I even made this particular mortgage payment early, yet they are stating it was over 30 days late. I have tried to dispute this issue twice with their credit reporting agency and each time they state the reporting is accurate and will still stand. I have requested the audio tape were my conversations held with their customer representatives were recorded. They told me they would send those to me as it is my right to have them. After 3 phone calls and several emails I still do not have the audio tape where this information was relayed to me. I would like this inaccurate reporting removed from my credit report.

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