Consumer complaint received 2025-09-24 00:00:00
Product: Mortgage — VA mortgage
Issue: Incorrect information on your report — Account status incorrect
Company: Freedom Mortgage Company
State: CA

Complaint narrative:
XX/XX/2025 we received notification via email from Freedom Mortgage that stated our XXXX mortgage payment was late and that payment was needed. Frantic I immediately pulled up our bank account and saw that the transfer had been completed on time in the amount of XXXX deducted from our checking account on XX/XX/XXXX. Our normal mortgage payment amount is XXXX. When I called Freedom Mortgage with the documentation, they then informed me that they did receive the mortgage payment, but that there was an increase due to property tax. I told them we were not informed of the increase. She said no problem told me to not to worry, and I could pay the increase of XXXX over the phone with her. I was not advised that the mortgage was being counted late nor that I was being charged a late fee. Also, I later found out that there was also an increase in insurance which she did not inform me of either. This was a first agent I informed that we did not receive any notification of increase. Since that day, I have spoken to no less than six agents of Freedom Mortgage asking for a document proving the increase and yet have to receive one. 
XX/XX/XXXX we started the process of applying for a home equity loan only to discover there is a negative reporting on our credit report of a 30 day late in XXXX. 
I called Freedom Mortgage again and was told this happens all the time, theres nothing they can do about it. I explained what happened prior. And that the credit report showed that the entire mortgage payment had not been paid in over 30 days when the bulk of it had been paid and the residual amount was an increase due to property tax that I was not informed of by them. Again, she said this is not uncommon and that even though that may be the case, the fact or the facts and the fact are they did not get their {$91.00} by XX/XX/XXXX. If they had, it would have not reported late. I asked to speak to the complaint desk so I could file a former complaint and was given the runaround for 20 minutes until she finally connected me to another agent. That agent explained to me how to file a complaint online, which I did on that same day, XX/XX/XXXX. I contacted the Tax board and discovered the not only were the taxes not due yet they have not been paid for XXXX  but collected an impound by the mortgage company. So my family is facing financial hardship for a loan we desperately need over {$91.00} that was collected without notice nor information and reported falsely as a late mortgage payment.

Approximately 3 to 4 days later, I was contacted by an agent from Freedom Mortgage to go over the problem, spent an hour on the phone only for her to tell me it was still with their resolution desk and that I would receive not notification within 30 days of their decision. Which I have not. 

I called today, XX/XX/2025 and was told they didnt get back to me with a phone call and a voicemail. I have no missed calls from Freedom Mortgage and zero voicemails. I waited on hold today for 25 minutes for the person. I was supposed to speak to the agent said I miss XXXX. And was told I would get a call back. Which I have not.

I have filed disputes with all three credit reporting agencies as well. This error by Freedom Mortgage and their unwillingness to correct it is causing a serious and rapidly escalating financial hardship. The massive dip in our score has not only affected our ability for a loan we desperately need, but its causing our other credit cards that were open to close and decreasing limits that mightve helped us through this transitional period of solving this.

To be clear as of today, we have not received any notification of increase of insurance or property tax from either the state, the insurance company or Freedom Mortgage. The only statements I have received from Freedom Mortgage this year was our XXXX statement and our XXXX and XXXX statement. We did not even receive our annual statement for our taxes which I had to go on their website to print in order to complete our tax return. 

And I want final note we do receive weekly if not almost daily emails from Freedom Mortgage selling their loan products. And advising us how much equity we have in our home and that they would love to help us get a loan. I do not understand how between XX/XX/XXXX and XX/XX/XXXX when the payment was XXXX short after an increase that month nobody called or emailed until XX/XX/XXXX when they claim it was too late. We have done everything in our power to resolve this issue. We ask for your help before the situation deteriorates further. 

Thank you for your time and attention, XXXX and XXXX XXXX

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