Consumer complaint received 2020-09-24
Company: Freedom Mortgage Company
State: CA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit repair services
Issue: Problem with customer service

Complaint:
Subj : XXXX XXXX Dispute Date : XX/XX/2020 Property : XXXX XXXX XXXX XXXX   Loan No : VA Loan XXXX As a result of Refinance Cancellation To Whom it XXXX concern : I am disputing late payment issued By Freedom Mortgage for the amount of {$3300.00}. I have a letter from Freedom Mortgage dated XX/XX/2020 the day my Refinance was revered from VA Loan # XXXX to VA Loan XXXX ; that I had one payment overdue. I made an electronic payment as directed by them until they revered my XXXX payment and once it was received they would retro act my payment for XX/XX/XXXX, which they did not. This conversation took place on XX/XX/2020 and it was confirmed by email with XXXX XXXX, Freedom Mortgage Customer Care department. I have tried to reach out to Freedom Mortgage Corporation on several occasions, with no positive results. This is the assistance I had received from them. 

Freedom Mortgage ( FM ) reported to the Credit Bureau for two late months delay, on the contrary my mortgage payment was 12 days early in XXXX and 2 days before final due day in XXXX. ( Please reference bank statement and Freedom Mortgage website snap shot ) Background : The documents will show that house payments were submitted on time. In the process of refinancing and cancellation of the refinance the refinance I believe had lack of communication among their corporation. The refinance department did not communicate with billing or customer care department. I made dozen of calls and I have emails from the refinance that had assure me that the reverse refinance would be completed and my XXXX house payment will be retroactive XX/XX/XXXX to match what shows on the record. 

I have included supporting documents from my bank statement, Freedom Mortgage monthly statement, which shows that Freedom Mortgage clearly accepted payment. I have also included a screen shot from Freedom Mortgage Corporation website that show payment dates funds were accepted. 

I have several calls, emails, since XX/XX/XXXX trying to communicate and resolve this dilemma on my own and as a results the company ruined my XXXX XXXX without no cause. Freedom Mortgage falsely reported late payment to the Credit Bureau. I am a VA XXXX member of the XXXX XXXX with an impeccable record and would like to restore my excellent standards. 

I received a call today from Freedom Mortgage Corporation, Escalation Department from XXXX Agent No. XXXX today and told me she will be escalating my issue to the Credit Bureau to see if they can reverse the bad credit. They took accountability of their error and they said they would try to work with you. This is why I am reaching out to you as a Military Surviving spouse of a XXXX   military member. Please advise what else I can do to restore my XXXX XXXX XXXX. I can provide contacts and email that would validate that I have tried to reached out for help. Thank you. 

XXXX XXXX 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