Consumer complaint received 2025-01-30 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Payment process
Company: Freedom Mortgage Company
State: PA

Complaint narrative:
During XXXX break my husband noticed that XXXX payments were made on our mortgage. He immediately called Freedom Mortgage & was told he had to get our XXXX XXXX bank on a conference call. He did & his call was dropped twice. He had to contact both banks back twice & spoke to several different representatives to go over his issue numerous times. ( I was told this phone issue was documented by Freedom mortgage ) After the conference call my husband expected it was all worked out & he did see XXXX of our payments was returned from the mortgage company. We had NO idea that XXXX XXXX was also reversing a payment! Therefore, neither of our payments for XXXX were retained. We only found this out on XX/XX/XXXX when we got an alert that or mortgage company had reported us XXXX days late. I immediately got on the phone to try to remove the matter & was sent to the Escalation dept who was no help whatso ever. We immediately made a payment to make up for their XXXX payment they disnt retain & our XXXX payment was made as normal a week or so later. Freedom mortgage said they can not reverse the reporting to the credit beauraus because they " technically didn't receive a payment in XXXX ''. I said well TECHNICALLY you recieved XXXX payments but neither was retained & we had NO idea that this happened until it was already into XXXX otherwise it would have been resolved sooner! XXXX XXXX didnt report the reversal until XX/XX/XXXX which left no one any time to remove anything even if we had seen the error earlier. 
I called back a few.days later to Freedom mortgage to try to get some help from the Escalation department again- they kept saying that we needed to go through their online portal & email our greivance, which we did. Only to get a reply that no one can help with this. 
We have NEVER ONCE been late on or mortgage payments with Freedom mortgage in all the time we've used them. We don't understand why they can't see that & try to realize this was a horrible case of miscommunication between the banks & my husband. Especially after XXXX calls, XXXX calls got dropped & numerous representatives being involved in those confernece calls, it's very easy for there to be a mistake made..and there WAS. So for Freedom mortgage to not be willing to help clear our credit reports of this derogatory remark of " XXXX days late '' is completely unfair. My husband & I have worked very hard for many years to have a great credit report. Now our scores have dropped due to it being reported & we will not be given the same good & fair rates when going for a new car, house etc which is very upsetting! This was not our fault. We have aways paid on time which is reflected in our perfect payment history with Freedom mortgage. Please help us to get our credit reports cleared of this unfair derogatory remark!

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