Consumer complaint received 2023-11-08
Company: Freedom Mortgage Company
State: FL
Product: Mortgage
Sub-product: VA mortgage
Issue: Struggling to pay mortgage
Sub-issue: Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure

Complaint:
FYI : This is not a duplicate of the company response. In this complaint have included factual evidence from several phone calls and emails. 
I have reviewed your reply to my original complaint. However, I realized that it has not been reviewed correctly in its entirety. I did call to inform Freedom Mortgage that my payments were too high due to taxes and insurance being added to my monthly payment. However, my main complaint was not about my property taxes. There are many other important items that you have inadvertently omitted. Items such as my property insurance ( self-paid ), the VA Partial Claim , and more importantly the fact that I was informed by XXXX XXXX ( agent # XXXX ) and XXXX XXXX ( XXXX XXXX XXXX ) that the package received on or around XX/XX/XXXX was no good, to disregard that and that a new loan modification package was going to be sent soon. Consequently, my main complaint is about the way Freedom Mortgage has managed my loan and more specifically the loan forbearance process. Below is a summary of my complaint for you to please address them : XXXX XXXX on XX/XX/XXXX to disregard the official modification agreement, that a new package was going to be sent to reflect corrected numbers. According to XXXX XXXX this package was never intended to be sent. ( XXXX XXXX, XXXX, XXXX and XXXX ) although I was constantly told otherwise since XX/XX/XXXX. See attached XXXX XXXX. Why did Freedom Mortgage not send me the new and updated loan modification package/documents as promised? 
If it was not the intention to send me the updated loan modification package, why was I not told immediately. Bear in mind that Id called to request such package on a monthly basis since XX/XX/XXXX. On every call leading to the time, I was placed in foreclosure I was told to wait, that the team was working on it. Why after your company failed to provide the new updated package and I was placed in foreclosure the VA Partial Claim ( PC ) was not taken into consideration for the new loan modification. See attached response my VA loan technician received from Freedom Mortgage confirming that the program was still available to me. 
You did not address the fact that due to your companys negligence by not providing the updated loan modification package I lost my job. 
Every call I made to FM to find out about the new modification I was told that all documents were received. See attached XXXX XXXX. On XX/XX/XXXX XXXX XXXX ( XXXX ), XX/XX/XXXX XXXX XXXX ( # XXXX ), XX/XX/XXXX XXXX XXXX ( # XXXX ), XX/XX/XXXX, XXXX XXXX ( XXXX ), XX/XX/XXXX XXXX XXXX ( XXXX ), confirmed that all requested documents were received. However, when I called a day or two later, I was often told that something was missing. For the most part the same items were requested again and again, to include form 4506C that I completed with the help of XXXX XXXX ( XXXX # XXXX ) on XX/XX/XXXX, while he was on the phone with me guiding me on how to complete it. This form was sent on at least 8 different occasions via FM online portal and/or via email to XXXX as instructed by XXXX XXXX. This nuisance was finally stopped when I copied my VA Loan Technician XXXX XXXX on the email sent to FM on XX/XX/XXXX with the newly requested items. Furthermore, you have mistakenly omitted several months of continued communication between me and the company you are representing here. As I stated in my original complaint, I proactively called Freedom mortgage at least once a month between XXXX and XXXX of XXXX, before my account was referred to foreclosure at the end of XXXX to find out about the status of the new updated documents. On every single call I was told that the documents were being updated and that they would be sent out once the team had them completed. Not once prior to XXXX, I was told not to wait for the new documents because they were not going to be updated and consequently sent. If I had been told then that no new package was going to be sent, you and I would not be here spending time talking about this matter. I would have resumed my payments, not lost my Federal cleared job, and more importantly not being stressed about the constant potential of losing my home. 
Although your account of what really transpired last year between XX/XX/XXXX and now is quite different from the actual facts one thing is certain, the phone conversation logs, recordings, and emails will bring to light what actually took place, and the truth will prevail. In addition to the bullet points above, I request for your office to provide copies of all payments sent on my behalf for property insurance , county taxes, and any other related expenses. 
Thank you for your time and your amicable solution to this matter. 
XXXX XXXX and XXXX XXXX

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