Consumer complaint received 2019-10-08 00:00:00
Product: Mortgage — FHA mortgage
Issue: Problem with a credit reporting company's investigation into an existing problem — Problem with personal statement of dispute
Company: Freedom Mortgage Company
State: ME

Complaint narrative:
I had previously requested from Freedom Mortgage that my late payment ( paid 34 days late ) be removed from my account and subsequently from the credit bureau. The reason for my request was not to dispute that I made a late payment. Instead, I was hopeful that Freedom Mortgage would consider the reasoning for the late payment and my plea for an opportunity to rebound from the mishap. 

InXX/XX/2019 my husband was laid off from his job unexpectedly from his job. At the time he was laid off, I was XXXX XXXX XXXX. This caused a significant financial difficulties for our household but we continued to make ends meet, and as is evident from my account history, I did not miss a payment during this time. 

OnXX/XX/2019, our first child was XXXX XXXX, and in the whirlwind of events that preceded our son 's arrival, I failed to make our mortgage payment of {$1600.00}, when it was due on XX/XX/2019. I did not ultimately make this payment until XX/XX/2019, which made it 34 days late. 

This late payment appears to have been almost immediately reported to the credit bureau, as I was able to see my credit score plummet significantly thereafter. Through the use of a forecasting program, I was able to determine that if this late payment were removed, my credit score will likely increase at least 60 points. I have NEVER had a late payment reported to the credit bureau in my entire credit history, and was entirely shocked by its effect on my credit score, which I have worked so diligently to maintain. This was especially discouraging because I felt my reason for missing this payment was understandable. What I failed to do was to contact Freedom Mortgage to inform them of what was going on in advance or shortly after the missed payment, which may have ultimately helped my cause. 

On XX/XX/2019, I spoke with an extremely helpful representative at Freedom Mortgage, and I explained my situation. I asked her if she could help me have this late payment removed from my account, and from the credit bureau, in hopes my credit score could bounce back. I explained to her my intentions to re-enroll in the AutoDebit option for my monthly payment, so I can avoid this issue in the future, which I have since done. She advised that I submit my explanation to Freedom Mortgage through their customer service email, in hopes that my request would be considered. This woman was very understanding and I hoped the agency would also extend the same understanding and remove the late payment. 

On XX/XX/2019, I received a letter from Freedom Mortgage indicating they would not remove the late payment, as it was accurate as reported. From the beginning I indicated I was not disputing that it was 34 days late. I am very well aware of that. I am simply looking for some leniency given the situation and my credit history as well as just how negatively this one incident has impacted my score and ability to obtain any future credit. 

For these reasons I have decided to submit a complaint through the CFPB, in hopes that it will be reconsidered by Freedom Mortgage.

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