Consumer complaint received 2019-07-10 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Incorrect information on your report — Information is missing that should be on the report
Company: Freedom Mortgage Company
State: AZ

Complaint narrative:
In XX/XX/XXXX I filed for Ch XXXX Bankruptcy. My BK was discharged on XX/XX/XXXX. In the BK process, several of my debts were reaffirmed for all those who had submitted reaffirmation letters. Freedom Mortgage was not included in my bankruptcy, but I ceased receiving statements from them after my attorney filed the case. When I phoned Freedom Mortgage 's customer service requesting they resume hard copy statements, they told me I needed to submit the request in writing. I did so, and they resumed mailing the statements to my home. 

It's been more than two years since my BK was discharged and I have endeavored to repair my credit and have significantly raised credit score. However, I spoke to my banker three months ago and he ran a soft credit inquiry. He told me I didn't have enough open accounts. He assumed I owned my home outright. I told him I didn't and that I had a mortgage on my current home since XX/XX/XXXX. He discovered my mortgage was not being reported by Freedom Mortgage and said that if I contacted them, they would resume reporting. 

I called Freedom Mortgage 's customer service several times about its lack of reporting my payment record, and each representative gave me a different answer. The bottom line was that they couldn't figure out why, since they had my discharge on file. Finally, I spoke to someone in the bankruptcy department and was told that my case had to be refiled and the mortgage had to be reaffirmed, which would cost me an additional {$260.00}. 

I immediately contacted my attorney, who has become frustrated ( like me ) with Freedom Mortgage 's lack of response. She never received a reaffirmation from Freedom Mortgage and called them to ask them to reaffirm my account. At first, Freedom refused to discuss my loan details until I signed a release form allowing them to. It has been more than a month since I returned the release form to Freedom Mortgage, and my attorney first contacted Freedom Mortgage with my permission/release on file. When she calls for a status of the issue and mentions the bankruptcy, Freedom Mortgage hangs up on her. 

I want Freedom Mortgage to resume reporting my payments to my credit file and would request they include a statement reflecting my on-time payment record for the past two years. 

In addition, I asked Freedom Mortgage to cancel my PMI, since I have had this conventional mortgage loan for four years and my assessed tax value is now twice what I owe. They told me I was eligible for the PMI cancellation, but they require their appraiser to appraise the property, which would cost me another {$450.00}. I have been offered {$90000.00} more than what I owe on my home, but choose not to sell. When I asked Freedom Mortgage why they wouldn't accept my assessed tax value, which is an official valuation, they told me that the assessed value does not reflect the interior condition of the property. 

I want my PMI cancelled without cost to me. 

I feel that Freedom Mortgage penalizes its customers and makes it extremely difficult to get satisfactory resolution to consumer issues. 

Sincerely, an anguished consumer

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