Consumer complaint received 2021-06-09
Company: Freedom Mortgage Company
State: SC
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with fraud alerts or security freezes

Complaint:
I decided to enlist in the military for XXXX XXXX in the summer of 2019. By XXXX, I had gone to MEPS and by XXXX, I had my date for BMT. In XXXX, XXXX, AND XXXX, my husband and I made calls to our mortgage company to inform them I would be shipping out for training in XX/XX/2019 and would likely see 2 months with no paycheck while that payroll got started up. Supposedly they record their phone calls, so these should be obtainable with the request from the right party. We asked them if there were any policies in place that could assist us during that time, and were told they can only freeze or postpone payments for those who are currently XXXX. They told us to just pay the missed payments along with their late fee once we got our checks. But we didn't get that opportunity, as by the beginning of XXXX, they had sent my husband a letter informing him they had put the paperwork in for a foreclosure filing. Once we did have the funds back in our account and could pay on the house to catch us up, and get us out of foreclosure territory, we saw that once the late fees and legal fees from the foreclosure were added up, we were short by about {$1500.00}. We asked if we could put it onto the next months payment and were denied. They said they would only accept the entirety of the current due in order to allow us out of foreclosure and to resume normal payments. We couldn't get these funds together in time and so they proceeded with obtaining legal fees that we would be responsible to pay for during the process. Our realtor heard what had happened and told us to do a quick sale on our home. We did, sold the house for more than what it was worth, avoided a foreclosure on our mortgage account ( they took it off the file ), but they would not go back and submit a credit update to fix the credit score. If everything had been a normal foreclosure, this would make sense. But I've been told repeatedly to seek legal council because placing us into foreclosure while I was serving XXXX XXXX, without any formal document informing us of the foreclosure and without any signature of acknowledgement by myself or a judge supposedly is illegal. I am not knowledgeable enough to know if we have any support in this matter or not, or if they were allowed to do what they did. We tried to contact them several times in the last five months regarding the credit filing. I spoke to the customer service manager who claimed she didn't know how the foreclosure could have happened. She, like every representative before her that we spoke to, saw the military orders in my file and saw where I had been stationed in a different state for training. She sounded confused and concerned and reassured me she would get some answers for me and respond to me within the next two business days. It has been over two months since I heard from her and I've tried to reach back out to her twice since then. I have left a message for her the last time, begging for her to just call and let me know what she found out so we could get help and fix things. I never got a response. We have filed disputes with the credit companies they submitted the score change to last year with the foreclosure, but so far have had no luck finding a solution. It seems from what we are hearing that there is no way for the credit company to know if the foreclosure was legal or not. So to have it fixed, we would need to address the problem at the source, which is who reported it in the first place. Freedom Mortgage. They will not communicate with us and we have tried too many times to continue feeling like there is hope in the attempts. We need help from somewhere else at this point or we are going to lose everything we have, and have no way to get what we need afterwards.

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