Consumer complaint received 2018-10-05
Company: Freedom Mortgage Company
State: MD
Product: Mortgage
Sub-product: FHA mortgage
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Their investigation did not fix an error on your report

Complaint:
In XX/XX/XXXX I have contacted freedom mortgage to ask if I can get a home equity loan, the CSR she answer the phone she refer me to the loan dept. in Indiana, after I asked few question they told me they cant help me refinance my house because I dont have 12 month on my job even I was in the same line of work for years but changed the company, the loan officer told me that we have other program I might be eligible to and ask me to call back the CSR and check, so I called back and I asked about the home equity and that really what I want from the start, but we got to talk and the CSR asked me how much do I need I said only about 3 thousand and she told me we have a program called hardship you can use if you need small amount so you dont have to wait for the refinance or home equity so I asked her to explain what that program and she said you have to be late on your payment another word you cant use it now you have to wait another month which will be the end of XX/XX/XXXX, I asked very specifically if that will hurt me in anyway she confirmed will not and I asked how about my credit she says no and this kind of program made to help people like me that need help fast and quick, I said ok but I keep it calling to make sure this info is correct and every one I spoke with they confirm what that CSR told me ( I have sent an email on XX/XX/XXXX it shows how many time I called before I was even late for a day ) so I went with what they told and by XX/XX/XXXX I found out that freedom mortgage already hit my credit and my score went down from XXXX to XXXX and to be honest I lost it so when I called to ask why you doing that the CSR answered oh because you are late on your mortgage and I answered but the CSR told me I can do that to be eligible to the hardship program because I need it 3 thousand for a family emergency and I did explain everything and that what she advice me to do instead of waiting to get home equity or refinance, but this time this CSR well you are late and we will keep hitting your credit until you pay the balance and at this time there is no way for me to pay the balance as my income has dropped a little and that what push me to do ask for a loan, I have tried to explain if your CSR dept. told me that from the start I will never used the hard ship program which your company claim to be found to help customer but to me it look like it made to deceive customer like who doesn't know anything about loans and mortgage company and I asked to speak to a manager and waited couple days .no one called me I called again and again no one called like just recently I called to CSR about this issue and I asked to speak to manager no one called so I called again and again finally spoke to lady from the loss mitigation her XXXX she ask me when did I called so I told she check the log and she told me I was right I did call so she placed the request for me to speak to a manager and the next day manager called and I was explain to her about my situation and how freedom mortgage XXXX my credit she answered no way we will do that and no way I will ask to speak to a manager and CSR will not pass that to the management so I gave her the name ( XXXX XXXX XXXX on XX/XX/XXXX ) told the manager I spoke with this CSR and request to speak with a manager but she did not request for me and that to show you that I was telling the truth and I do record my phone calls with freedom mortgage because I dont trust anyone in the company any more, she answered me we did help a lot of people like your situation I said if that true why you dont help me it took me 8 month to find someone to help and tell me what papers I need to file so I did and with 2 weeks all my papers was in order but in the last 8 months no one was able to explain to me what to do go back and see all my emails for the last 8 months she did not answer me ..as a professional super visor she did not give me her name or ext and that shows these people in the company are not professional as they claim finally after 10 month ( from XXXX till end of XX/XX/XXXX finally they figure out that I need to modify my mortgage but they said they cant repair my credit because it was not there fault it was my fault because I did not pay my mortgage on time ..even I have sent to them a list of the phone calls I made between XX/XX/XXXX till XX/XX/XXXX when I found out they are hitting my credit and asked them to listen to the recorded line the S.V. told me uhh we says that but we dont record and if we do its for training propose only so my life was destroyed for dealing with unprofessional people and company I will never have had this issue if a professional person who know his/her job well answered my question right I will have never been late on my mortgage and by now I could finance my house again and paid all my debt instead am paying now 28.8 % on my credit cards and I had to close couple of them because the payment is too high all that from dealing with unprofessional people on the other end of the phone line from freedom mortgage and when I told that SV that she told it happened to me with XXXX XXXX XXXX for about a thousand of dollar probley she said that thinking that will make me feel good, am so sorry I have stuck with this company freedom mortgage and for now I have no way out unless they repair my credit score so I can refinance somewhere else they are very unfriendly people not all though some like XXXX XXXX XXXX was great he helped me and stayed with me on the phone till I got everything right on the hardship papers but I cant say that about over 80 % of the people I talked to with freedom mortgage I wish there is a way to repair my credit fast so I can refinance somewhere else I was planning on refinance with freedom mortgage but after what happened I hate to hear there name

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