Consumer complaint received 2022-02-19
Company: Freedom Mortgage Company
State: MA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
Since XX/XX/2021, I requested that Freedom Mortgage take a mortgage loan in my name off of the COVID forbearance it had been on and to proceed with a Stand Alone Partial Claim, according to the CARES act provisions. However, to date Freedom Mortgage has failed to do so. For over a year they have sent me conflicting information and HAVE NOT sent me the final documents required to process the Stand Alone Partial Claim, which I signed for back in XX/XX/2021. I have called Freedom Mortgage many times, the last time in XX/XX/2021, in the hopes of resolving this issue. Each time they stated they put in a request to have my account reviewed by loss mitigation department and that I would be sent the correct documents. However, this has yet to happen. Be advised, that since XX/XX/2021 Ive requested that Freedom Mortgage provide a lawful validation of debt, and although this request is still in progress, I have always been willing to resume and make mortgage loan payments. 

For clarity, heres the last email correspondence I had with Freedom Mortgage on XX/XX/2021 regarding this matter ( Ive attached to this complaint the documents referenced below ) : The document you've included dated XX/XX/2021 is in fact the document that was sent to me via XXXX and that I received. Just as I explained to the Freedom Mortgage representative XXXX during our conversation yesterday, the documents sent to me are not related to a PARTIAL CLAIM. In fact the document you are wanting me to sign is for a COMBO LOAN MODIFICATION and PARTIAL CLAIM, which I will not move forward with. I reiterate I have not received documents via mail to sign for PARTIAL CLAIM. For months now I've spent hours over the phone trying to figure out why I keep receiving conflicting information and requesting that the PARTIAL CLAIM be processed accordingly. However, nothing gets resolved. 
To give clarity on the false and misleading information Freedom Mortgage has provided to me, I am attaching the following letters which were sent in relation to this matter : - XX/XX/2021 : Combination Partial Claim & Loan Modification ( only eligible ) - XX/XX/2021 : Stand-Alone Partial Claim ( only eligible ) - XX/XX/2021 : Loan Modification ( only eligible ) - XX/XX/2021 : I sent the signed agreement to the Stand Alone Partial Claim via email ( also attached ) - XX/XX/2021 : Letter stating I submitted everything required that was within my control and that Freedom Mortgage was waiting on Title Policy for the subject of property and that I would then be notified of my Loss Mitigation options. 
- XX/XX/2021 : Loan Modification ( only eligible ) - XX/XX/2021 : Stand-Alone Partial Claim ( only eligible ) - XX/XX/2021 : Loan Modification ( only eligible ) - XX/XX/2021 : Received via XXXX a package for me to sign and complete for a Combination Loan Modification and Partial Claim. 

With that said, I am demanding that this situation be resolved sooner than later, given the severe emotional distress this is causing me.

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