Credit reporting or other personal consumer reports -- Problem with a company's investigation into an existing problem -- Complaint #9673982
Complaint Overview
Complaint ID: 9673982
Company: Freedom Mortgage Company
Product: Credit reporting or other personal consumer reports
Sub-Product: Credit reporting
Issue: Problem with a company's investigation into an existing problem
Sub-Issue: Investigation took more than 30 days
State: Florida
ZIP Code: 33025
Date Received: 2024-07-31T12:00:00-05:00
Date Sent to Company: 2024-07-31T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
I made my mortgage payment in XXXX, but that same month my husband had an accident falling off the roof. To stay ahead of the situation, I requested hardship assistance on XX/XX/XXXX. Unfortunately, I never received the form. Despite making numerous calls and sending an email to the CEO with the loss mitigation team copied, I did not receive any response or assistance. I made a total of 12 calls between XXXX and XXXX and also reached out to the CEO, yet no one was able to provide the necessary form. The form was finally sent to me in XXXX. I believe that appropriate measures could have been taken to address this delay and ensure my request was processed in a timely manner. XXXX XXXX, the XXXX XXXX Escalation Specialist, acknowledged that the delay was due to a system outage and apologized but did not offer a solution. The delay and lack of action resulted in misreporting on my mortgage account, causing significant stress and negatively impacting my credit score. I understand that while we await approval from the loss mitigation team, Freedom Mortgage will still need to report my account as late. However, I want to emphasize that I requested hardship assistance in XXXX, yet I only received the necessary documents in XXXX. Had I received the forms on time, I would have been approved for a program that could have prevented the late payment from being reported, as I would have been approved before reaching the 30-day late payment mark.
Frequently Asked Questions
What is Complaint #9673982 about?
Complaint #9673982 was filed against Freedom Mortgage Company regarding Credit reporting or other personal consumer reports specifically about Problem with a company's investigation into an existing problem. It was received by the CFPB on 2024-07-31T12:00:00-05:00.
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 (Credit reporting or other personal consumer reports) 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.