Consumer complaint received 2023-05-19
Product: Mortgage — VA mortgage
Issue: Incorrect information on your report — Account status incorrect
Company: Freedom Mortgage Company (FL)

The fact that I have to file a complaint against my mortgage company to elicit some sort of timely response to a situation that they created, makes me sick. This is not in my nature ; however, after almost four months of dealing with improper credit reporting on their behalf, I am left with few other options. 

This all started at the beginning of XXXX last year wherein I applied for a forbearance due to hurricane Ian. I was told by the customer service representative that I would not be required to make a mortgage payment for 90-days and that the payments would begin again in XXXX of 2023. I was not contacted by anyone after this phone call. I contacted Freedom Mortgage in XXXX to ensure that I was not making any mistakes on my end and to follow up, as no one had contacted me regarding restarting my payments. I was told by the customer service representative that my was protected while in forbearance and that if I was interested I could apply to have the amount of the payments covered under the forbearance split up over the next year. I advised that I might be interested in this, but just wanted to make sure that I was doing everything correctly. A few weeks later in XXXX I received a notice from my credit monitoring service advising that I had a 90 day late on my credit report. I immediately checked my report and found that Freedom Mortgage reported me as 90 days delinquent on my account despite the fact that I was supposed to be in forbearance. I immediately contacted Freedom Mortgage and spoke with another customer service representative who advised me that the delinquency was properly reported. I advised that it was not and requested that I be transferred to a manager. I spoke with the manager and was advised that they attempted to contact me via telephone and sent a letter. I asked that she check their internal logs as I had not received any letters or any phone calls, voicemails, etc. After reviewing the internal records I was advised that they called and did not leave any messages. I informed the manager that we have be inundated with spam calls since the hurricane and that I do not answer any calls that are suspected as spam. I also advised that I never received any correspondence from them either and that there were several pieces of mail that were never received after the hurricane. The manager advised that she would speak with her supervisor and follow up with me. After a few weeks of not hearing from the supervisor I contacted her and she advised that the improper reporting was in fact their fault and that they notified their credit department so that they could correct the reporting error. 

I have since had to follow up again and again, as the 90 day late remains on my credit. I was told in XXXX that it should be off of my report in XXXX, and it is not. So after yet another phone call on XX/XX/2023 with customer service here I sit. I was advised that they changed the account from delinquent to current, yet they never removed the 90 day late. I have since requested a letter outlining this issue and their mistake. I have not received any correspondence from Freedom Mortgage regarding this matter whatsoever ; however, they inundate me with marketing emails and texts multiple times a week. 

This is completely and utterly unacceptable. I applied for forbearance in a time of need. I paid the entire amount owed under the forbearance in XXXX. My credit was stellar prior to this and dropped almost XXXX points due to Freedom Mortgages error. My loan with Freedom Mortgage is a VA loan as I am a veteran of the United States XXXX XXXX. The fact that they are making this process so arduous is reprehensible and is a clear indicator that they truly have no concern for their veteran customers.