Consumer complaint received 2022-07-17
Company: Freedom Mortgage Company
State: LA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
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:
My original complaint sent to the company on XX/XX/XXXX : Freedom Mortgage placed me as a delinquent account on XX/XX/XXXX with XXXX. They followed that up with a derogatory account On XXXX XXXX with XXXX. On XXXX XXXX they reported to XXXX about a Improved account. The one that wasn't derogatory/delinquent in the first place. Now Freedom Mortgage placed me on Delinquent account on XXXX XXXX again, for the same account, and again in error. This is the kicker. XXXX lowered my credit score for them by XXXX points on XXXX XXXX. I asked for a 90 day forbearance on my mortgage loan from Freedom Mortgage for XXXX, XXXX, And XX/XX/XXXX following Hurricane Ida on XXXX XXXX. I was told by Freedom Mortgage that I was approved for a VA Modification Loan on XXXX XXXX. The loan started on XX/XX/XXXX. Freedom Mortgage repeatedly sent me letters trying to sign me up for a Covid type of forbearance that I repeatedly refused. They cancelled my VA Modification loan and this continues on through today. Freedom Mortgage told me that they do not report accounts to the Credit bureaus that are currently in Loss Mitigation. This appears not to be true. 

Their response on XX/XX/XXXX : XX/XX/XXXX XXXX and XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, LA XXXX Re : Your Complaint to the CFPB Complaint # XXXX Dear XXXX and XXXX XXXX : We have reviewed your complaint and researched the issue regarding your request for loss mitigation retention options. You called on XX/XX/XXXX and advised that you were impacted by a natural disaster. You were placed on the disaster forbearance effective XX/XX/XXXX through XX/XX/XXXX. You called in on XX/XX/XXXX and advised that you were ready to resume making payments. The Customer Service Representative ( CSR ) incorrectly noted our system that you needed payment relief under COVID. As a result, you were approved for the COVID refund modification on XX/XX/XXXX. You called in on XX/XX/XXXX and stated that you did not want a modification and wanted to be reviewed for the partial claim. We closed out the modification review on XX/XX/XXXX. The partial claim is not an option under the disaster waterfall. We sent a streamline offer to you due to the COVID designation being present on the loan. Since you were not impacted by COVID, you would need to submit a complete loss mitigation package to be reviewed for a modification. I have attached a loss mitigation package for your review. Your credit has been corrected from XXXX, XXXX to XXXX, XXXX to reflect as current and we have extended credit protection through XXXX, XXXX in order to provide you enough time to complete the loss mitigation process. Very truly yours, XXXX XXXX XXXX Director Customer Service Freedom Mortgage Corporation XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, NJ XXXX Their response was satisfactorily however they have not done anything yet to date. Please re open the investigation or force them to comply with their mediation agreement. 
With kindest regards, 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