Consumer complaint received 2024-10-26
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: Freedom Mortgage Company (CA)

To Freedom Mortgage XXXX XXXX XXXX, XXXX XXXX Acct XXXX To Freedom XXXX XXXX XXXX. 
XXXX XXXX XXXX, XXXX XXXX, FL XXXX United States | Lender  Re : Erroneous Credit Bureau reporting, IT account issues, failure to help customers with website issues causing payment failures Please communicate with Freedom to : Correct the erroneous credit reporting for the XXXX payment made on XX/XX/year>, ASAP. A check was paid through the Freedom Mortgage site on XX/XX/year>. Freedom Failed to help us find and correct the account error after repeated calls. 

Last XXXX, I had a horrible incident in which I paid the account on time. Freedom 's website stated that the account had been " Paid '' not Pending but Paid. 

One assumes that the account is paid, but I found out only after XX/XX/XXXX that the check was not paid when I initiated a call to find out what had happened. When the agent looked into it, the check was reversed, thus forcing a resubmittal, which we did.

My husband looked at the Freedom site and found the account information correct. We were never told the issue, so we had no idea what caused the error, other than an " account error '' we could not find. We were told we would have to correct any issues on our end. 

All payments went through in the following months, so we still did not know there was an issue. 

In XXXX, when this horrible accounting IT issue resurfaced again, an agent finally helped me 5 months and a day late correct the problem. It took arguing with two representatives, who also chastised me. The 2nd helped me get onto my account. I then realized I had paid from my account instead of my husband 's log-in, and found the error. Freedom 's technology allows incorrect account numbers to be typed in, and there is no red flat when there is a typo. There should be a red flag when the other spouse has the correct account number on the same loan.

Freedom is the only institution I know that can type an incorrect account number.

Freedom admits that the routing number shows a red flag but not the account number. Freedom 's manager stated that this was how they had done it for 100 years. After some insistence, he said he would write to IT but refused to take the erroneous late payment off, stating he would lose his job, which I doubt.

When a company has IT issues, it is not the personnel 's fault. When a client has made many attempts to pay or calls in, the client should be given credit for this, especially when the client is the one who finds the IT issues.

Freedom 's forceful attempt to bully and blame customers instead of helping strongly affects the customer 's ability to obtain loans and is a serious issue. 

No one at the company contacted me on XX/XX/XXXX, when Freedom was fully aware the check had been returned.

All other credit card companies and lenders call the day they find an issue.

It took weeks for any of the reps to agree to contact a manager for me. I asked why they insisted on berating customers, considering customers. The manager dismissed my concerns about IT issues causing late payments. He flat-out refused to accept Freedom had IT issues, and a typo validified reporting to the credit agencies! He refused to provide the board 's contact details or acknowledge my genuine concerns. I was trying to maintain my good credit for a HELOC application, and the funds were in the bank for the payment, so why would I intentionally input the wrong account number?

Freedom needs to be better run. An event caused by inadequate IT issues should not be reported to the credit bureauscredit reporting that negatively affects a client 's financial well-being for seven years! The fact that the CFPB will only delete reporting that the creditor agrees to when there is a company that admittedly has IT issues along with an honest customer trying to pay is a financial occurrence that should not be allowed legally. All aspects of the issue should be taken into consideration. 

Sincerely, XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX