Consumer complaint received 2020-03-18
Company: Freedom Mortgage Company
State: CO
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:
My first payment for Freedom Mortgage was set up to be paid in XX/XX/2019 via online banking bill pay set up through my bank ( XXXX ). That payment was set up to be reoccurring each month. The XXXX payment was sent out, received by FM and cashed no issues. 
I got a notice saying the XXXX payment was sent out to FM from my bank on XX/XX/2019. 
On or about XX/XX/2019 I was notified by FM that my XXXX payment had not been received. I checked my bank account and verified that the electronic check had been sent out. I was able to view the confirmation number showing it had been received by FM. 
I called FM on the XX/XX/2019 and asked them what was going on. I provided the check number, the date received by them and the confirmation number showing it had been received. I asked them why they had not cashed the check yet. I was told they do not wait to cash or sit on checks and that they are processed upon receipt. I told them my bank provided the confirmation number showing they had received the check. I told them that we had to assume it was lost and I would put a stop payment on the check and set up to resend another payment. I placed a stop payment on check number XXXX in the amount of {$2400.00} on the XXXX of XXXX. I told FM I was then going to stop the next months payment for XXXX because I didnt want the same thing happening. I told FM I would try again and set up another payment this time in the amount of {$2600.00} to go out ASAP. This check went out on the XX/XX/2019.I had a feeling they would lose the check again and I wanted to get this issue resolved so I told them I would set up my account online with FM so that they could just take the money directly from my checking account. I set it up and made a payment of {$5000.00} on the XX/XX/2019 to cover the XXXX payment which was now late due to FM not cashing the check as well as the XXXX payment. I paid {$5000.00} just to round it up from the {$4800.00} that was needed. Also while I was in my FM online account I set up for future withdrawals to be made each month in the amount of {$2700.00}. 
The check dated XX/XX/2019 was eventually sent in by FM but it did not post in my account until the XX/XX/2019, thus again showing these checks were at FM sitting somewhere. 
FM ended up finding the Check dated XX/XX/2019 ( Check # XXXX ) and cashed it on the XX/XX/2019 even after I had told them over two prior that I was cancelling that check. This shows that FM had this check all along and for whatever reason it took over 2 months for them to cash it even after I told them I was placing a stop payment on it. I did not get the stop payment in on time for the check that went out on the XX/XX/2019 for the XXXX payment and there was an attempt by FM to cash it on the XXXX of XXXX, the same day they took {$5000.00} out of my checking for the XXXX and XXXX payments. 
To this day I do not know why FM did not cash the XXXX check for over two months and why they again held onto the XXXX check until XXXX. 
I made every effort possible to rectify this and was met with attitude and denial by multiple people at FM that they ever received these checks even after my bank verified and provided the delivery confirmation numbers to them. I sent in an additional payment {$2600.00} as well as made a payment of {$5000.00} to try to clear up this issue which was clearly the fault of FM. 
I recently looked into reducing my rate with a VA IRRL refinance and come to find out that FM sent to all three credit reporting agencies that I had missed mortgage payments. I did not miss these payments, FM failed to cash the checks that were sent from my Bank not from me personally but from my Bank. FM denied ever getting these checks yet tried to cash them at a later time. The checks clearly show the dates of the checks as well as the date that they posted to my account when FM tried to cash them. 
My credit should not be negatively impacted because of errors caused by FM.

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