Consumer complaint received 2020-11-06 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Freedom Mortgage Company
State: NJ

Complaint narrative:
I pay my mortgage online each and every month. Sometimes I pay from from computer and other times I use my mobile device. My mortgage has been paid on time since the first month due. In XXXX of this year, I attempted to make my payment through my mobile device. For some unknown reason and unbeknownst to me, the XXXX payment did not go though. At no point during the month of XXXX was I aware that the payment did not go through properly. I went in to make my payment for XXXX XXXX which I did XXXX and immediately saw on the mortgage companies mobile app that my XXXX payment was late. I was totally surprised and immediately called the company and learned that they did not receive my payment. I then checked my bank account and learned that my payment did not go through. Within one day of learning about this I quickly paid the XXXX payment online which the mortgage company received the XXXX payment on XX/XX/XXXX. 

I am very protective of my credit integrity and as a result my credit historically has been excellent. I was completely confused as to why the mortgage company did not make me aware that my payment was late or I was about to be late by way of a call or one of many electronic forms of communication. I went back on my online account settings to confirm all my contact information including cell phone and email were correct. I checked to make sure that I had historically received electronic messages from the mortgage company and I did ( although no communication from the mortgage company about the late or potentially late payment ) I received regular email messages from the mortgage confirming payment information. I also, went back to find emails from the mortgage company requiring that I provide my cell and email so that they can electronically alert me about critical payment information. I called the mortgage company and spoke to many reps, supervisors managers and even reached out the the EVP of customer service to explain my situation in attempt to avoid an unfair reporting of the XXXX late payment to the credit bureaus. My reasoning for requesting that they treat this reporting situation with fairness is because I was not aware of the payment did not go through and the mortgage company did not make any attempt to reach me electronically to prevent the situation. The mortgage company refused to accept responsibility for not attempting to reach me electronically even though they do all the time for payment confirmation and marketing stuff but not to prevent a late payment in fairness. 

At the end I am not debating that the payment was received late. My complaint is specially about the fact that the mortgage company did not attempt to contract me electronically after requiring that I provide them my cell and email for the specific reason to alert me of payment related stuff. I have proof and correspondence from the mortgage company confirming all. 

After all good faith attempts to work with someone at the company, they did report my payment 30 days late and my credit rating immediately was drastically affected. 

I then called back again asking they to reverse the reporting to no avail. 

See attached document confirming electronic messages the mortgage company regularly sends. 

Also see attached the email where they ask for my personal information so they can, " There may be alerts regarding billing matters affecting your loan ''

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