Consumer complaint received 2020-07-17
Company: Freedom Mortgage Company
State: CA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
On XX/XX/2020, my wife contacted Freedom Mortgage about a flag that appears appeared to be a forbearance flag and spoke to a XXXX ( Employee ID XXXX ) and she stated that our account did not show a forbearance. My wife asked XXXX to get a letter stating that information along with a 12 month payment history. Unsatisfied with the conversation my wife called again on XX/XX/XXXX and spoke with a XXXX ( Employee ID XXXX ) and stated that the first worker, XXXX, did not include the proper request in their system notes. XXXX fixed the notes and my wife asked to speak to a supervisor. My wife spoke to a supervisor XXXX ( Employee ID XXXX ) where he stated that the flag was due to XXXX and an emergency flag was placed on our credit report. XXXX then stated that that a letter from Freedom Mortgage stating that we had never had a forbearance on our account and a 12 month payment history would be furnished by XX/XX/2020, but should be completed sooner to be email to my wife 's email address on file with Freedom Mortgage. On XX/XX/2020, I called and spoke to a XXXX ( Employee ID unknown ) and he stated that he was not sure why my wife did not received the email with the requested letter yet because it was completed on XX/XX/2020. My wife had checked all of her email folders, including spam, and no email was received. XXXX stated that he would expedite a resending of the letter with the 12 month payment history. While we were in conversation he stated that the letter was being sent, which was XXXX XXXX PDT. By XXXX XXXX PDT, we had not received the email yet so my wife called again. My wife spoke to a XXXX ( spelling unsure ) ( Employee ID XXXX ), where she said that the letter would be completed by XX/XX/2020. Unsatisfied with this answer, my wife requested a supervisor and spoke to a XXXX ( Employee ID XXXX ). XXXX, being very argumentative, stated that the letter would be completed the next day on XX/XX/XXXX. My wife inquired why we kept getting the run around and told her that we would just have wait. My wife asked to speak to XXXX XXXX manager or somebody in corporate. XXXX stated that we could not do that but we could mail correspondence to Freedom Mortgage 's corporate office in New Jersey, He gave her the mailing address. My wife continued to ask XXXX more questions where he hung up on her. We decided to wait and when on XX/XX/2020, we had not yet received our email we called Freedom Mortgage and spoke to XXXX ( Employee ID XXXX ) she said that she was unsure why the letter had not been sent but we would have to speak to the original supervisor XXXX and we could not speak to another supervisor. She then stated that XXXX was unavailable and he would have to call my wife back within 24 hours. I will attempt to contact Freedom Mortgage again but believe that it will be unfruitful.

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