Consumer complaint received 2026-01-12 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Payment process
Company: Freedom Mortgage Company
State: WA

Complaint narrative:
I am submitting this complaint regarding inaccurate credit reporting caused by my mortgage servicers payment processing system. 



When my mortgage account was first established, my initial XXXX mortgage payments were successfully processed through the servicers online payment system using the same bank account and routing number that remains on file today. This confirms that the bank information provided was correct. 



On subsequent payment attempts, I made multiple good-faith efforts to submit my mortgage payment on time through the servicers online payment system. Each attempt was rejected with an error stating that my bank information was incorrect. This information was accurate and was deleted and re-entered multiple times, yet the system continued to reject my payments. 



I later spoke directly with a representative of the mortgage servicer regarding this issue. During that conversation, the representative stated that the reason the payment was ultimately reported as late was because it had been returned due to an issue with the account number in the system. The representative also confirmed that she could see in the account notes that the bank information had been deleted and re-entered multiple times using the same account number that is provided when I call to make payments by phone. 



The representative advised me to provide proof of my correct bank account and routing number to the servicers credit reporting dispute center. She stated that this information would support correcting the issue. I followed this instruction and submitted the requested documentation to the dispute center. 



Despite providing proof of my correct bank information as instructed, my dispute was denied. The denial stated that the servicer only reviews the date the payment ultimately posted and does not consider attempted payments or payment failures caused by system errors. 



Because the servicers online payment system would not accept valid payment information, I was forced to call and make manual payments with a representative in order to ensure payment was made. These delays were not caused by insufficient funds, incorrect bank information, or any failure on my part, but by the servicers own payment processing system. 



Despite my repeated good-faith attempts to submit timely payments and the servicers acknowledgment of the system issue, the servicer reported my account as late to the credit bureaus, resulting in XXXX to XXXX late payment notations on my credit report. These late payments do not accurately reflect my payment behavior. 



I formally disputed the inaccurate reporting directly with the mortgage servicer and provided documentation, including proof of my correct bank information. The servicer denied my dispute solely based on the date the payment posted and failed to investigate the payment system failure that caused the delay. 



Under the Fair Credit Reporting Act, furnishers are required to ensure that information reported to the credit bureaus is accurate and complete. Reporting payments as late without considering documented system errors that prevented timely payment is inaccurate. 



I am requesting that the mortgage servicer : Correct or remove the inaccurate late payment reporting from all credit bureaus Confirm in writing that my credit reports have been updated to reflect accurate payment history I have attached documentation supporting my attempts to pay, proof of my bank information, and the servicers dispute denial.

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