Consumer complaint received 2026-05-28 00:00:00
Product: Mortgage — FHA mortgage
Issue: Incorrect information on your report — Account information incorrect
Company: Freedom Mortgage Company
State: IL

Complaint narrative:
I am filing a formal complaint regarding what I believe to be dangerously inadequate notification and communication practices by Freedom Mortgage that place consumers at serious risk of unexpected and devastating credit damage. Freedom Mortgage has openly stated that the company does not send text reminders, email alerts, push notifications, meaningful escalation notices, or voicemail messages regarding potentially missed mortgage payments because those reminders are not part of the loan agreement. Instead, the company primarily relies on emailed monthly statements and a single outbound phone call where no voicemail message is left. For many working professionals who receive dozens of calls each day, a missed call without a voicemail provides no meaningful notice, and monthly statements sent routinely each month do not clearly signal urgency or indicate that a payment may have been overlooked. For a mortgage lender in 2026, this is an alarming and irresponsible practice. Mortgage loans are among the largest and longest financial obligations consumers will ever have, often spanning 30 years. Over the course of three decades, accidental oversights are realistically going to happen for many consumers especially for individuals balancing demanding careers, large financial responsibilities, families, businesses, multiple properties, or the everyday pressures of modern life. The expectation that consumers will never accidentally overlook a payment over a 30-year period, while simultaneously refusing to implement modern notification systems used by nearly every major financial institution today, creates an unreasonable and unnecessary risk of severe financial harm. A single missed mortgage payment can drastically impact a consumers credit score, ability to obtain financing, interest rates, housing opportunities, vehicle approvals, insurance costs, and long-term financial stability. Given the severity of these consequences, mortgage lenders should be expected to take every reasonable step possible to clearly notify consumers before reporting negative information to the credit bureaus. Instead, Freedom Mortgages current practices appear structured in a way that allows consumers to unknowingly fall into devastating credit situations without receiving any meaningful sense of urgency beforehand. An emailed monthly statement is not an adequate warning system for something that can alter a consumers financial future so significantly. Likewise, placing a single outbound call without leaving a voicemail message provides no meaningful notice if the call is missed among the dozens of calls many working professionals receive daily. These practices are not merely outdated they are ineffective and out of touch with the realities of modern life and modern communication standards. Even years ago, companies routinely left voicemails or issued formal notices regarding serious financial matters. In todays world, consumers reasonably expect urgent matters involving potential credit damage to involve clear communication methods such as text alerts, email notifications, app warnings, push notifications, repeated escalation attempts, or documented voicemail messages. My personal situation is a direct example of how harmful these practices can be. I have maintained over two years of consistent on-time mortgage payments with Freedom Mortgage and have worked hard to build a stable financial future for myself. During an active property purchase process, I mistakenly believed I had already prepaid all of my bills the month prior and therefore did not realize one mortgage payment had not actually processed. I did not discover the issue until the following months payment, at which point I immediately paid both payments at the same time before understanding that the delinquency would already be reported to the credit bureaus. At no point was the seriousness or urgency of the issue communicated to me in a way that reflected the severe consequences that would follow. I did not receive text reminders, voicemail messages, meaningful escalation notices, or any communication clearly warning me that my credit was about to suffer major damage. As a direct result, my XXXX XXXX dropped XXXX points in the middle of an active home purchase process. This has severely impacted my ability to obtain financing, affected interest rates and borrowing power, jeopardized my housing plans, and created major financial and emotional distress. I am currently unable to move from an apartment where I do not feel safe, and I am now unable to purchase a home because my credit score dropped so significantly. I also can not qualify to purchase a new vehicle. After years of responsible payment history, one accidental oversight should not have resulted in life-altering financial consequences without stronger notification efforts or meaningful opportunities to resolve the issue beforehand. I am requesting : A goodwill adjustment and removal of the late payment reporting from all credit bureaus A full investigation into Freedom Mortgages notification and communication practices Immediate correction of any inaccurate or unfair reporting Written confirmation of the actions taken to resolve this matter Consumers should not suffer devastating financial consequences because a mortgage servicer refuses to implement reasonable and modern communication practices in XXXX.

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