Consumer complaint received 2025-04-17 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: Freedom Mortgage Company
State: MA

Complaint narrative:
In my opinion, the XXXX and FCRA laws were violated when Freedom Mortgage misled me and disregarded my best interests. The issue began when Freedom Mortgage bought my account From XXXX and initiated automatic payments to a new company between XXXX and XXXX. I reached out to Freedom Mortgage to ensure that my payments would continue to be applied from XXXX ( my old Mortgage company ) as they were. 
I attached documents demonstrating my timely payments to the previous mortgage company. Freedom Mortgage advised me to access their online platform and establish a payment plan, which I did. I initiated the payment plan within their guidelines, but payments were deducted from my account and then returned. I notified Freedom Mortgage, and they assured me repeatedly that the payments were being processed and that we were in compliance with payment obligations. 
Over the course of XXXX months, I made approximately XXXX calls to Freedom Mortgage, each time receiving assurances that my account was in good standing. Around XX/XX/XXXX, I contacted Freedom Mortgage again and spoke with an individual who confirmed that my account was indeed in good standing. After arguing with her for about XXXX hours, she finally saw what i was aying since early XXXX. Subsequently, I made a payment of {$4100.00} to bring my account current. I was assured that I was now current and that, moving forward, my payments would continue to keep me current. 
However, XXXX night I received a notice in the mail indicating that they would impose force homeowners insurance on my account due to the absence of hazard insurance on my newly acquired insurance policy. Fortunately, I was able to rectify this issue because I had always had this coverage. Nevertheless, the process was quite arduous, as they essentially required me to complete all the necessary paperwork, contact both the new and old insurance companies, and so on. 
In XXXX, I received a notice that my delinquent XXXX payment would be reported to my credit bureaus. This prompted me to contact Freedom Mortgage once more. I felt that my efforts to resolve the issue about the derogatory on my credit bureau had yielded no significant progress, so I decided to re-engage in the process the following day. On XX/XX/XXXX, I requested a supervisor and was transferred to another sales representative. I went through XXXX representatives before finally speaking with a XXXX. During this conversation, I mentioned my intention to consult with a lawyer. Later that day, I received a phone call from someone in corporate who had reviewed my file. She informed me that she had only accessed XXXX recent phone conversations, primarily regarding the homeowners insurance issue and XXXX payment-related conversation. 
Prior to making a decision, I had requested that she review all the previous phone conversations, as there were likely at least XXXX conversations that could provide a comprehensive understanding of the situation. I had notified her of this request. 
Regrettably, it turned out that the issue with my mortgage was not my fault. The corporate representative had decided not to pursue further action and informed me that my chances of success were slim. She expressed a lack of interest in assisting me or exploring the possibility of removing the negative mark from my credit bureau. 
In response, I promptly contacted my lawyer, who advised me to submit a statement along with supporting documentation, including proof of phone calls and payments. However, I did not have a recording device and did not use XXXX, unlike my phone call history with Freedom Mortgage. IF I WAS TRULY BEHIND, WHY DID THEY KEEP ME ON A PAYMENT PLAN? WHY DID THEY CONTINOUSLY TELL ME I WAS CURRENT ALL THAT TIME?

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