Consumer complaint received 2026-04-21 00:00:00
Product: Mortgage — Conventional home mortgage
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:
XX/XX/XXXX Consumer Financial Protection Bureau XXXX. XXXX XXXX Washington , DC XXXX Re : Formal Complaint Against Freedom Mortgage XXXX Transfer Violations, Failure to Provide Required Notices, and Improper Credit Reporting Dear Consumer Financial Protection Bureau, I am submitting this formal complaint against Freedom Mortgage for serious servicing failures following the transfer of my mortgage in XX/XX/XXXX. These failures include ( 1 ) lack of required notice regarding payment obligations following transfer, ( 2 ) failure to provide periodic billing statements and delinquency notices, and ( 3 ) improper reporting of late payments to credit bureaus resulting directly from their own errors. These actions have caused significant and measurable harm to both myself and my co-borrower. Background At the time of transfer, I had an established and consistent automatic payment ( autopay ) arrangement with my prior servicer. Freedom Mortgage failed to notify me that this autopay would not carry over, nor did they provide any clear instruction requiring reauthorization of payments. From approximately XXXX through XX/XX/XXXX, I received : No monthly billing statements No payment due notices No delinquency warnings No communication indicating missed payments During this same period, Freedom Mortgage sent me promotional refinancing emails, demonstrating they had accurate contact information and the operational ability to communicate with me, yet failed to provide required servicing communications. On XX/XX/XXXX, I independently discovered the issue and immediately paid the full outstanding balance and re-established autopay. Failure to Resolve Following discovery of the issue, I made multiple good-faith efforts to resolve this matter : XX/XX/XXXX : Contacted Freedom Mortgage ; was incorrectly told no escalation support was available by phone and directed to submit through their mobile app XX/XX/XXXX : Follow-up message submitted ; no response XX/XX/XXXX : First response received ( 7-day delay ) XX/XX/XXXX : Escalation call ; promised supervisor follow-up within 3 business days ( never occurred ) XX/XX/XXXX : Additional call attempts with no meaningful response Only after filing my complaint did Freedom Mortgage send a mortgage statementfurther confirming their prior failure to provide required notices. Regulatory Violations Freedom Mortgages conduct appears to violate federal mortgage servicing requirements under RESPA and Regulation X ( 12 CFR Part 1024 ), including : Failure to provide periodic billing statements ( 12 CFR 1026.41 ) Failure to provide adequate notice during servicing transfer Failure to make good-faith efforts to establish or maintain continuity of payments Failure to provide timely delinquency notice and intervention A borrower with a long-standing autopay history should not be allowed to unknowingly fall into delinquency due to a servicers failure to communicate fundamental payment requirements. Harm Caused As a direct result of Freedom Mortgages failures : My credit score dropped approximately XXXX points ( XXXX XXXX ) My co-borrowers credit score dropped approximately XXXX points ( XXXX XXXX ) I have been unable to refinance my mortgage My co-borrower has experienced reduced access to credit Neither borrower has any prior history of missed payments on this or any other account. These damages were entirely foreseeable and preventable had Freedom Mortgage complied with its servicing obligations. Requested Resolution I respectfully request that the CFPB : 1. Require Freedom Mortgage to remove all late payment reporting associated with this incident from both borrowers credit reports 2. Investigate Freedom Mortgages servicing transfer practices, particularly regarding failure to maintain or notify borrowers of autopay discontinuation 3. Review whether Freedom Mortgage is engaging in a pattern of prioritizing marketing communications over required servicing notices 4. Ensure Freedom Mortgage implements corrective measures to prevent similar harm to other consumers I have made multiple attempts to resolve this matter directly with Freedom Mortgage over the past month without success. I am prepared to provide supporting documentation, including payment records, communication logs, and evidence of promotional communications received during the period in question. Thank you for your attention to this matter.

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