Consumer complaint received 2022-09-09 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Problem with a credit reporting company's investigation into an existing problem — Investigation took more than 30 days
Company: Freedom Mortgage Company
State: SC

Complaint narrative:
Freedom Mortgage is the worst. Unfortunately, they have been handling my mortgage for the past year. Around the XXXX of each month I sit down to pay my bills. On XXXX XX/XX/2022 I called into the automated system and made my payment. On XXXX XX/XX/2022 I opened my statement to find that the bill amount was exactly double what it is each month. I called into the automated system and submitted a payment for the double balance. On XX/XX/2022 I was shocked when I opened my statement and found that bill amount was 3 times my normal amount. 


I called Freedom Mortgage and explained the situation to them. I went through my phone call log and found the dates, times, and call durations for the two missing payments. I provided this information to them and told them I would make the 3x payment if they would remove the late fees. I felt the cause of the problem was with their automated system. I was told the late fees could not be removed. I asked to speak to a supervisor. I was not connected to a supervisor. 


The next day I called back. I explained the whole situation to a different representative and once again asked to speak to a supervisor. After being transferred to a different representative, who was not a supervisor, the representative began to lecture me on how she would handle the situation if she were me. After a heated exchange, and me refusing to speak besides saying, " connect me to a supervisor '', I was finally connected to a supervisor. The supervisor was very professional and removed the late fees. I then made the 3x payment over the phone. 


About a month later I checked my credit score and saw that it had dropped from XXXX to XXXX. I immediately went through the report and located the big red dot next to Freedom Mortgage. I called Freedom Mortgage and spoke with a gentleman, who told me I would have to do a dispute, and in order to do this, I would have to submit screen shots of my bank account balance including XXXX the XXXX and XXXX the XXXX to show that I had sufficient funds in the account. I did this, and after receiving the photos, he reassured me that I had a very good case and would be contacted at the end of XXXX with the determination. 


On XXXX XX/XX/2022 I spoke with Freedom Mortgage and was told they would not be contacting the three credit bureaus to fix my credit. I told the representative that because the issue was clearly on their end with the automated payment system, if they did not resolve the issue, I would be going to the CFPB. I gave them a few days to correct the problem. On XXXX XX/XX/2022 I spoke with Freedom Mortgage and was told they would be of no help. 


I have never dealt with such an unprofessional and unsympathetic company in my life. My cellular provider has given me the dates, times, and call durations for the XXXX the XXXX and XXXX the XXXX payments. I also have my bank statements showing the funds were in my account on those days. Freedom Mortgage is the third company to handle my mortgage. I never had problems with the previous two companies. Freedom clearly does not care about the problem with their automated phone payment system and they clearly do not care about me. I am a Veteran.

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