Consumer complaint received 2018-05-11
Company: Freedom Mortgage Company
State: GA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
In 2015 we signed up to have our mortgage payments made through XXXX XXXX XXXX. After several months we received a letter from them stating that they could no longer do business because they were having a problem getting a bank to work with them. We then contacted our mortgage holder, Freedom Mortgage ( Account # XXXX, XXXX XXXX XXXX, XXXX, TX XXXX ) and asked if they could take the payments out every two weeks. They said they could. They took the payments for a few months and then we noticed that we were being charged a late payment charge each  month. We called to determine why this was occurring. The rep told us that it was because the second payment was arriving after the XXXX of the month. Well, we souke with a supervisor because their rep set up the payment schedule and should have noticed that would occur. Secondly, with a payment plan twice a month you shouldn't be stating that our payment was late. The rep we spoke with when we called stated that he would change the draw dates for the payments. He did not do that. He cancelled the one schedule of payments and never set up another. We were traveling and so never noticed that the payments did not come out. Since we were camping, in most locations we didn't even have access to wifi. When we finally returned home we got our mail and had several letters saying we were in default on the mortgage! When we called the second representative told us they would have to investigate and not to make the payment until they figured it all out. Once they fixed the problems they removed all late charges and said they corrected our credit report. They did not. They had been reporting us 30,60 or 90 days past due. What they did was then report the account as current, but never did remove the reports of being 30,60 or 90 past due. At one point we were actually two weeks ahead in our payments. Have written several letters but get a form letter in return saying they can not correct the information because it is accurate but the issue was caused by their representatives. Even though the information is technically accurate, if someone actually took the time to read through the notes in our account they could see tthe whole picture. We are not getting any assistance by trying to deal with the mortgage company and the credit reporting agencies keep reporting a " serious delinquency '' which we assume is the mortgage issue, however, when contacting the credit reporting bureaus, nobody will explain to us what the " serious delinquency '' is on our reports. They all simply send us ANOTHER copy of our credit report. We have about 20 copies of our reports and we can't see ANY serious delinquency except the 30,60, or 90 days past due being reported by the mortgage company. I am a XXXX veteran, retired from the XXXX, My wife is also a veteran of the XXXX. We shouldn't have to be spending our time, hours on end, trying to fix this issue ) When a company services VA loans they should be respectful of the customers they are serving.

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