Consumer complaint received 2018-10-03
Company: Freedom Mortgage Company
State: WA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account information incorrect

Complaint:
XX/XX/XXXX To Whom It May Concern : I am requesting that the negative late payment remark be removed. I have shown proof that I had my bill pay make a payment. I have made a payment every month since they took over my loan. I never once received a statement showing an increase and I did not receive mail from Freedom Mortgage until XXXX except for my initial welcome packet. My loan was sold to them to be serviced in XXXX. I got the first introduction letter and I tried to do as they told me to sign up on their website. After multiple attempts, I had a username and password and they had my email, but it would not let me access it so I gave up and set up payment through my bank bill pay. Fast forward and I received a statement in XXXX showing that my payment was double the usual amount. This was the first piece of mail I had received this year from XXXX Mortgage. I contacted them and we spoke on XX/XX/XXXX. I asked why the payment was more and they said that there must have been an overlap in the system and perhaps my bill pay was delayed. They said I did not need to do anything about it. I received another statement for XX/XX/XXXX showing the same thing. This time when I called in, I was told that my payment was not for the correct amount and that each month the money was pooled together and the payment would be made but there was a shortage. I asked about the shortage and about what happened. They told me that the escrow account had been adjusted and that they sent me a letter stating this in XXXX. However, I informed them that I had not received that statement or any mail from them until this past month. The customer service representative told me that I did not need to worry and that no negative report would be made to my credit. All I needed to do was to pay the difference and adjust my payment amount. I immediately did as I was told and was relieved. I thought that this was resolved. I told her that I did not have access to their online system and she said that it did not work for some browsers like XXXX XXXX. 
Well, about a week later, I get an update credit alert and it says I was marked with a late payment on my mortgage. I was shocked because I did everything the customer service representative said to do and they still did this. I called immediately and the representative said my payment was late and that they reported it. I explained with the prior representative had stated and she said there was nothing she could do about it. I explained how I never miss any payments on things and she could check my report and she said it was too late. I asked what I could do to rectify this. She said I could send a request to Freedom Mortgage and ask them to reverse it so I did this. Then a week or so later, I got a letter saying that they would not reverse this report. This is not right. I did my part as the consumer. I followed up with the company. I even received confirmation and was told that they would not report late as it was a mix up. Since then, I have spoken to multiple supervisors and their supervisors. XXXX, XXXX, and XXXX. XXXX listened to all of the recorded calls and told me that they did in fact tell me that it would not be reported but that the customer service representative would be dealt with. I explained that I use my credit for business and that this was not the result I was looking for. She also told me she would call me back in 24 hours and I had to wait 48 hours and follow up with her myself. I spoke to her supervisor, XXXX, and he told me that it was reported due to the Fair Credit Reporting Act. I explained to him that it was not fair at all. There company misinformed me. I then asked him why they never sent me an email. He said they do not use email. He said they had robo called me. However, I explained that I am on the phone all day and I did not have one message from any Freedom Mortgage robot to call them. 
This is disgraceful and an abuse of power on their part. My loan was sold to them in XXXX. I did my part to pay my bill every month. I did my best to get acquainted with their program and system. After multiple calls to this organization, I am in disbelief that they can even service a loan. They were not professional. They did not inform me that my payment was not cleared. I am the one who inquired and they didnt tell me on XX/XX/XXXX. For this to drop my credit score over 100 points while I was not informed is an outrage. I am asking for this to be reversed and for them to be further investigated. I hope my loan is sold to a professional servicer. Please help me resolve this issue. I also have included my bank balances. I had the money to make the payment. I was not behind because of a lack of funds. I simply did not know that my payment amount had changed. Also, I received a letter in the mail last week about my insurance policy being inactive. This company is a fraud. I used their service and uploaded everything. I called the next day and they said it could take one to two business days. I called the following week and they still did not have it. They were threatening to add on expensive insurance and I have a current policy that I have had since XX/XX/XXXX. I gave them the information on the phone. I hope they do not add new surprise fees. I want a new loan servicer and my credit repaired. 
Thank you for your time and consideration. My credit is extremely important to me. This has taken hours of my time to resolve. 
Best Regards, 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