Consumer complaint received 2025-01-02 00:00:00
Product: Mortgage — FHA mortgage
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: Freedom Mortgage Company
State: IL

Complaint narrative:
On XX/XX/XXXX a payment was made for the mortgage for the month of XXXX in the amount of {$2400.00}, we called several times to verify that payment posted and cleared and we were assured that this had happen.On XX/XX/XXXX Freedom mortgage processed the payment through our bank XXXX, and then returned the payment back to the account on XX/XX/XXXX. On XX/XX/XXXX I woke up to alerts from the credit motoring saying that freedom mortgage has marked my account as delinquent when this is not the case. On XX/XX/XXXX we reached out to freedom mortgage and they once again assured me the payment had posted to the account and that there will be no negative impact on my credit because I had not exceeded the 30 days late. They also told me that they will mark this in my account that I had called and verified my payments. I am getting no help from customer service agents on the phone. Now I am being told a totally different story and they will not reverse my XXXX mark on my credit history. 

I feel like no matter how much proof I am showing that we are not at fault for the payment being late Freedom Mortgage is just trying to wash their hands of this. On XX/XX/XXXX, XXXX a representative from Freedom Mortgage requested a printed statement from XXXX bank that corresponded with the photos we had uploaded from the XXXX mobile app. XXXX was not happy with because it didn't look like a true statement and that it look like a spread sheet. So we went back to the bank and it was stamped and signed andI emailed it to XXXX. we had a scheduled follow-up call on XX/XX/XXXX which he never called me, I had to send him an email asking why he didn't call. On XX/XX/XXXX he asked for more transaction history covering the from XX/XX/XXXX to XX/XX/XXXX. So I uploaded the screenshots from the mobile app and once again he wanted it printed out from the bank. On XX/XX/XXXX I sent him the transaction history he requested in the format he wanted. This whole time the bank account has showed that the money was always available before and after the payment date of XX/XX/XXXX. But once again no matter what I showed XXXX it was never enough. This whole time XXXX has been saying that the payment was returned for NSF, but clearly our bank transaction history shows the money was always available. After his review of the documents now he requested XXXX way call with our bank and himself. The call was done on XX/XX/XXXX, at no point did XXXX admit that this was their fault. They verified that money was always there for the payment. My daughter was on the call with XXXX and XXXX, she advised me that no matter how XXXX answered XXXX questions he was not satisfied with the answers. He kept pushing for XXXX admit fault and they wouldn't, hey went as far as telling XXXX that need more training. After the second long email with XXXX instead of responding to my email he called me and nothing got resolved. He told me no matter what happens he doesn't believe that the 30 day late mark on our credit bureaus will be removed unless XXXX admits faults and then maybe still they will not correct my credit. So why both institutions are playing the blame game I am the one with negative credit mark. It's hard to believe that freedom mortgage doesn't make mistakes only other banks. Once again the facts are these : the money was there before and after the payment was made, proof has been uploaded, phone calls where made. XXXX is stating that Freedom Mortagage returned the payment and Freedom Mortgage is saying XXXX didn't release funds. at this pint I am starting to feel like pride is getting in the way and Freedom Mortgage doesn't want to admit they could have just possibly made a mistake. Once again I want the 30 day late mark removed from credit history, its not my concern who's fault it is, cause it clearly wasn't mine. 

As of todays complaint I have not heard back from the mortgage company.

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