Consumer complaint received 2025-07-31 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Payment process
Company: Freedom Mortgage Company
State: OK

Complaint narrative:
I have a complaint about Freedom Mortgage and the way their app is turning off paper statements. This resulted in late payments, and I've tried to work with Freedom to resolve both to no avail. 
In the fall of XXXX, I installed the Freedom Mortgage app on my phone and logged in. Unknowingly, this turned off my paper statements and sent statements to an email that we do not use. My email on my account is correct. However, when I log into the account, it automatically turns off paper statements. There is a toggle switch that goes off, and no pop-up warning is displayed, nor do you get any notice that this has happened. 
Since this time, I have made screen recordings that show when I log in the switch is turned off automatically. When I toggle the switch back on, a warning pop up appears to ask if I am sure I want to turn paper statements on. But when I log off and back in, the paper statements are turned off with no warning. It happens every time I log into the app, and if I forget to toggle the switch to turn paper statements back on, there is no notice given that this has happened. 
Additionally, even though my email is correct and I am the one logging into the app where the statements are turned off, the statement emails do not come to me. After I made a complaint about this on XX/XX/XXXX, I was sent the emails, which show they went to my husband 's email. 
Not only did the paper statements get turned off in XX/XX/XXXX, but the escrow shortage statement was also an email. As a result, even though I always pay above my payment amount, my payment was short for 4 months until I was sent a paper letter. When I received the notice, I brought my payment current, paid the late fee, and figured out what happened. I turned the paper statements back on, and I again automated my payment to be above my payment amount. However, the mortgage company reported the late payments to the credit bureau. 
On XX/XX/XXXX, after being notified by the credit bureau, I sent a secure message to Freedom, explaining what happened and asking for the late payments to be removed from my credit report. I was denied and told to call customer service. The case number for this complaint was XXXX. 
On XX/XX/XXXX, I called the customer service and spent about an hour explaining the problem with their app, what happened, and asked again to have the late payments removed from my account. I was again denied. I called the customer service line at XXXX at about noon and spoke to 2 agents. 
I feel the app is deceptive and needs to be fixed. Just logging into the app should not turn off the paper statements. And, if it did, I should at least get a pop-up or warning, which I don't. Further, if I log into the app and mistakenly turn off paper statements by forgetting to do the toggle, then my email is the one that should be notified. I want to make a complaint about the app. I also want to make a complaint about the fact that given this, they are refusing to remove the late payment reports from my credit.

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