Consumer complaint received 2025-02-18 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account status incorrect
Company: Freedom Mortgage Company
State: WI

Complaint narrative:
Initially my mortgage was with XXXX XXXX and was sold to Freedom Mortgage, without my consent or knowledge. I had my mortgage payment set up on automatic payments and when they did the switch they failed to switch the banking information and they failed to notify me via mail or email of the new mortgage. Because I usually carry a high balance on my checking account and dont have constant payments set up, I do not check my bank account on a monthly basis, usually I check it every XXXX months. On XXXX, I noticed that my mortgage was not being withdrawn from my account. I called service XXXX and they said they no longer had my loan and provided me with the new mortgage institution name. I called them several times since I did not have a loan number or any information to go by, they were giving me a hard time to pull up my information with my social. Finally I got through them and notified them that I did not receive any documentation of my loan switching to their bank Freedom. I also notified them that I was not receiving any mail, statements or bills. I scheduled a payment in XXXX with their phone system, and asked them if they could set up on automatic payments. Again, in XXXX, I called them to notify them that I still had not received the documents in the mail or email, at that time I scheduled another payment with them, since their online portal was not allowing me to set up automatic payments. I had to call numerous times because I couldn't set up an online account and I couldn't set up the automatic payment. At that time, my grandfather passed and I had to travel outside the country for the funeral arrangements. I left my husband in charge of any bills/mail. Since I had just talked to them about the missing documents, I was expecting to receive them in the upcoming weeks. Due to my circumstances, I did not have the head to think properly and follow up with Freedom again. Freedom has written documentation that I was having issues with not receiving their mail and they didn't even have the courtesy to call me days after my payment was missed. My husband was responsible for any incoming mail. Should they have called or mailed something, we would have paid right away. When I arrived in XXXX, I noticed again the mortgage didn't come out. I called again to notify them and ask why they didn't mail us the proper documentation. I reached out several times in XXXX and XXXX to request the removal of the derogatory late payment, I have never had a late payment before and my mortgage has always been set up on automatic payments. I did not authorize my mortgage lenders to change, and it truly isn't fair how mortgage lenders can just dispose of you as they please without even notification or approval. Not only has this brought so much emotional distress, it has also caused my business to suffer. We have over XXXX XXXX who truly depend on me and this derogatory late fee is causing so many problems that you can't even imagine.

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