Mortgage -- Trouble during payment process -- Complaint #5143625
Complaint Overview
Complaint ID: 5143625
Company: Freedom Mortgage Company
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Trouble during payment process
State: Nevada
ZIP Code: 89506
Date Received: 2022-01-24T12:00:00-05:00
Date Sent to Company: 2022-01-24T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
Hello CFPB, XXXX XX/XX/XXXX I enrolled in Freedom Mortgage 's auto payment option on their website. After enrolling I did not think much about it as I put all my bills on automatic payments. It was on XX/XX/XXXX that I was notified that the XXXX payment was not received. I went through my bank records and they never took out the mortgage payment. I paid it manually as well as the month of XXXX and even paid an additional month. I called Freedom Mortgage to also inform them that the payment was made and to ask why the account was not enrolled in autopayments as I had done on their website. The representative was not much help but apologized and confirmed that the account was now set on auto payments. The following month in XXXX is when I found out that Freedom Mortgage had actually reported that I missed the payment for XXXX and my credit had taken a massive hit. I called Freedom Mortgage to inquire about why they reported this and how we could get it taken off. They have been nothing short of unprofessional and incompetent. They are saying that its not their mistake and that they will not remove the late payment. They are asking for " proof '' that I paid them and I have explained that there is nothing to provide since they never processed my auto payment enrollment. I have gone back and forth with them several times and keep getting the same response that this is not their fault and they will only correct an error on their part. Communication occurred on this with them on XXXX, and XX/XX/24. I have never experienced this level of subpar customer service and unprofessionalism from an organization. This will damage my credit for years and they will not do they slightest thing to take responsibility for their system or their actions. I have nowhere else to turn to at this point but to ask that you look into this get some sort of resolution.
Frequently Asked Questions
What is Complaint #5143625 about?
Complaint #5143625 was filed against Freedom Mortgage Company regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2022-01-24T12:00:00-05:00.
How did Freedom Mortgage Company respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Mortgage) and describe your issue in detail.
Can I see other complaints against Freedom Mortgage Company?
Yes, visit the Freedom Mortgage Company company profile at readthecomplaint.com/company/freedom-mortgage-company to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.