Consumer complaint received 2022-09-13
Company: Freedom Mortgage Company
State: MI
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: Problem with personal statement of dispute

Complaint:
I have been with Freedom Mortgage company for only a little while on this account as I was offered and granted a new mortgage with a lower interest rate due to my payment history with Freedom Mortgage but if you trace the history of any of my mortgage payment you will see that never in the life of my mortgage payments, have I ever been more than 30 days in making my mortgage payment. This payment had to have been lost in the mail. It was the XXXX XXXX XXXX weekend so I believe this also may have added to the situation. This is a VA backed loan thus I know the importance of keeping it current. I never received a phone call or a letter from this mortgage institution. I only found out payment had not been received when the next statement arrived showing that there was a double payment due which I paid immediately. I tried explaining this to Freedom Mortgage as they have dinged my Credit report with a 30 day late entry and have caused many of my creditors to either close my perfectly good account or lower their limit thus still negatively impacting my credit report and score. I can't believe after all my years of hard work and diligence in paying on time, one fluke situation out of my control has had such a negative impact on my credit. I am feeling totally deflated. I would like to request removal of the 30 day late entry as I have no control over the postal service or the mail room where payment was sent. I need a correction done to that potential damaging information which was reported but was not my fault. I keep hoping that a torn envelope from the postal service will show up in my mail but it has not happened yet. Please review my total credit report from any of the bureaus and you will see that I have never been 30 days or late on a bill that is in my name.The check was written on my XXXX XXXX and no it has not been cashed as of this date.There was never any intent to be late as I do my my bills on time. I am XXXX XXXX XXXX XXXX and I have worked too hard to build my credit as to where it was. Everything is costing more at this point because of the actions of Freedom Mortgage. Once I saw the XXXX statement, I immediately remitted payment. It was a unknown mistake of the bill and payment being lost in the United Postal Service delivery system. During the pandemic, I knew the post offices were impacted by number of factors but I didn't realize I would eventually also be included in the number of people who would negatively be impacted. From this point on, I will be setting up automatic payments so this will never occur again. If this event is overturned, I need letters sent to the companies. Also if you check the history of my payments with Freedom Mortgage you will notice that I pay more than requested each and every month. I would also like to state that Freedom Mortgage company which holds my VA loan is the hardest place to reach a customer representative with any authority to assist a customer. Every thing needs to be forwarded to a supervisor which never calls or answers your questions. Also I would like to say that XXXX and XXXX payments were received on time but is not reflected on my Credit report. Once Freedom XXXX 's system reported a payment as late, their computer system automatically sent foreclosure notices of requests to have a payment put in arrears along with notification to VA and Credit Bureaus. If they had ability to do all these notifications, why did I not receive a notification of late payment before it got to this point?

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