Consumer complaint received 2025-02-09 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Fees charged
Company: Freedom Mortgage Company
State: DE

Complaint narrative:
I am writing to file a formal complaint about an issue with my mortgage company that has resulted in incorrect late payments being reported on my credit report. I have been paying my mortgage on time for over with no issues, but recently, due to personal circumstances, I have encountered a situation that I need help resolving. 

In early 2024, I began providing care for my brother after he returned home from XXXX  XXXX  and was injured. Due to the level of care he required, I eventually lost my job, and I began seeking assistance for caring for him. Before his passing, I called my mortgage company to explain my financial hardship and asked for assistance with my mortgage payments. The company took all of my information and assured me that they would send me something in the mail, but I never received any correspondence from them. 

When I followed up, I was given more options by another representative. This person informed me that they would call me on a Monday if they needed more information, and I was under the assumption that I was enrolled in the program they offered to assist with mortgage payments because they never called for more information. This program would have allowed me to roll over the missed payments to the end of the loan and make me current, and it was supposed to prevent any late fees or negative reporting to my credit. 

Unfortunately, the situation became overwhelming, and I ultimately had to sell my home. During the sale process, I was called by the mortgage company and they informed me that the mortgage company had never completed the necessary paperwork for my hardship assistance. They needed to ask me some questions to close the case and cover themselves so they do not get in trouble for leaving the case open. I was confused and frustrated by this, especially since I had been led to believe that the issue was being handled appropriately. 

As a result, I now have three late payments reported on my credit, which is extremely upsetting, as I have never had anything negative on my credit report in over 30 years. I have reached out to the mortgage company to explain the situation, but they have told me that the late payments are accurate and will not be removed. 

I have also written goodwill letters and contacted the companys legal department, but they have refused to assist in removing the late payments. I am requesting that these late payments be removed from my credit report, as they were caused by miscommunication and a failure on the part of the mortgage company to properly process my hardship paperwork. 

I understand that I can only follow the instructions I am given as a customer, but I feel that I have been misled and treated unfairly throughout this process. I would appreciate any assistance you can provide in helping me resolve this issue and have these late payments removed from my credit report.

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