Consumer complaint received 2025-07-03 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
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: UT

Complaint narrative:
I am a 20 year veteran that is 100 % fully disabled since XXXX. My daughter of XXXX is special needs, my only income is my retirement and my disability paycheck. I have been coded by the Department of Veteran Affairs as " unemployable '' due to my combined connected disabilities, which means that when financial hardships occur, there isn't much I can do in terms looking for a job for additional income ( even if I was physically able ). Thus, in XXXX XXXX when I didn't have my full mortgage payment, I contacted Freedom Mortgage to ask what steps I should take. I purchased my home initially in XXXX and refinanced it in late XXXX XXXX, never before had I had any late/missed payments or financial issues ( 5 years of stable business ). When speaking with Freedom Mortgage, they suggested their " hardship program '' and transferred me to that department. On XXXX XXXX, a short rundown of the freedom mortgage hardship program was given, the technician asked if I would be able to pay {$2100.00} ( my regular mortgage payment of {$1700.00}, plus an additional {$390.00} ) for the next six months, she explained this would cover the XXXX mortgage payment. She said the new payments would start, XX/XX/XXXX and end XX/XX/XXXX, and that the payments would need to be made before the XXXX of each month. I answered that shouldn't be a problem, I only get paid once a month and I would be sure to make them within the first week of the month. She then read over a few questions, like had I ever filed for bankruptcy, or owed back taxes, which were all negatively answered. She then asked if I wanted to be in the " hardship program, '' to which I said, " yes. '' She said I would receive a hardcopy of the full program details in the mail, but that was " it ''. Never at any point was credit reporting mentioned, nor did I think being in the " hardship '' program would negatively impact me, or make it look like I was not making mortgage payments for XXXX months. Why would a company even call it a " hardship program '' and make it seem like they are assisting people, when really they are just making it look like they aren't paying them at all? When I asked this, and produced documentation ( several attempts ) I did get contacted by a manager, who attempted to say credit reporting didn't occur. I do have his name/email information at Freedom Mortgage . I also made it known that it was fraudulent representation in my opinion ( what they were doing ) to people. 
Twice I received letters from freedom Mortgage stating I owed $ XXXX plus on my mortgage only to call and tell them I was in the hardship program, get transferred, and then told to ignore the letters that all was fine with my account. It seemed like the two departments were separate entities and neither knew what was going on.

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