Consumer complaint received 2025-06-13 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Problem with personal statement of dispute
Company: Freedom Mortgage Company
State: MI

Complaint narrative:
To : Freedom Mortgage Loss Mitigation Department From : XXXX XXXX Loan Number : XXXX Contact : XXXX Dear Freedom Mortgage Team, I am writing to formally dispute the recent derogatory credit reporting on my account, which incorrectly states that I am 90 days past due. This report is both false and damaging, and I am requesting an immediate investigation and removal of this inaccurate information. 

This follows my previous written communication sent after my XX/XX/scrub>XXXX XXXX call with your Loss Mitigation department, in which I sought clarity regarding my loan modification terms. At that time, I was told that any missed payments would be added to the end of the loan, and that I would resume my regular monthly payments beginning in XXXX. I have yet to receive any written documentation confirming these terms, despite multiple requests. 

In a subsequent phone call on XX/XX/scrub> XXXX XXXX I was informed that the verbal information I received was incorrect and that a new repayment plan could be submitted. I was assured by your representative that I should not make a payment at that time, as doing so would restart my loss mitigation application. She also explicitly stated that once I was under review for a loss mitigation option, my credit would be protected from negative reporting. Based on these assurances, I followed her direction and did not submit a payment. 

Today, I am being told that your representatives are required to read a disclaimer before proceeding with account changes. I do not recall such a disclaimer being read to me, and even if it was, the advice I received verbally did not align with your written policies or with what is now being enforced. 

I want to emphasize that I did not choose Freedom Mortgage as my servicer. My loan has changed hands three times in three years, with little transparency and increasing confusion around terms and servicing practices. This revolving door of servicers has left me vulnerable to miscommunication and mismanagement- culminating in inaccurate credit reporting that has negatively impacted both my XXXX score and my ability to refinance and exit my relationship with your company. 

I am now requesting the following : A legal review of all recorded calls made between myself and your representatives. 

Immediate removal of the 90-day delinquency from all credit reporting agencies, as the instructions I followed were given directly by your staff under false pretenses. 

A full written explanation of my current account status and the official terms of any active or canceled loan modification agreements. 

A clear and consistent path for communication moving forward, including a direct point of contact who can assist with resolving this matter. 

Please understand that this situation has had real financial consequences. I am documenting this dispute for legal purposes and am prepared to escalate to regulatory bodies if necessary. I respectfully request a written response within 10 business days to avoid further action. 

Sincerely, XXXX XXXX XXXX XXXX : XXXX XXXX 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