Consumer complaint received 2023-05-16
Company: Fairway Independent Mortgage Corporation
State: CO
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
I reached out to freedom mortgage my current loan servicer for loss mitigation options in XX/XX/XXXX. ( My loan has been sold multiple times since I bought my home six years ago. Freedom mortgage corporation is my current loan servicer. ) There were no mitigation offers on my account and they put my account in pre-foreclosure status. Unfortunately, I was affected by XXXX and had had some ongoing medical issues. I was out of work for a few months, waiting on a medical appointment for a procedure in order to go back to work. I contacted freedom mortgage again in XX/XX/XXXX once I was in the XXXXl to ask about options to get current on my loan. They mailed me out a loss mitigation packet. I filled it out and returned it once I was out of the hospital in XX/XX/XXXX. The packet was filled out on XX/XX/XXXX. I received a letter on XX/XX/XXXX stating that my package was complete and I should have an offer of loss mitigation options within 30 days. They did say that if they need it further documentation that I had until XX/XX/XXXX to get it in and still be under foreclosure protections. 

I called freedom mortgage once again on XX/XX/XXXX and they stated that the form that they mailed me out was incorrect for the IRS 4506C. They emailed me the correct form for the IRS XXXX which I promptly print it out and returned via email. Freedom mortgage did request further information via call which I provided also on XX/XX/XXXX via email. Freedom mortgage did send an automated receipt of documents. I called in on XX/XX/XXXX to confirm that they received the documents and that the loss mitigation offers would still be presented within the 30 day period. They stated that they could only open documents in a PDF form they re-requested for a third time the exact same documents I sent physically and in email from XX/XX/XXXX- XX/XX/XXXX!! There is nowhere stated on any letter or email that freedom mortgage only accepts document in PDF form! I complied and resent everything in PDF form on XX/XX/XXXX. I called again on XX/XX/XXXX to confirm that everything is proceeding and to get an update on loss mitigation options that should be provided within 30 days. The agent lets me know that the IRS form 4506c can only be completed electronically and printed it out then signed. The agent stated that the IRS form 4506C can not be filled out with pen and paper. It has to be digitally filled out. There is no confirmation of that from the IRS instructions so this proves to be false! 

This is the fourth time I have submitted the 4506C form from XXXX XXXX XXXX XXXX! First time freedom mortgage sent me the wrong document to fill out with the incorrect year. The second time I sent them the correct form, filled out by hand with pen and paper and uploaded to email. The third time I was told the IRS form had to be in PDF form in which I submitted. The fourth time was on XX/XX/XXXX! 

Freedom mortgage has had me resend documents 2 to 4 times since XX/XX/XXXX. I got a completed loss mitigation package notification via mail on XX/XX/XXXX. Now it is Tuesday, XX/XX/XXXX and I still have no loss mitigation options present it to me to save my home. Freedom mortgage also failed to halt foreclosure proceedings as they require two by federal law once they receive a completed loss mitigation package. The letter they mailed dated XX/XX/XXXX states they have had a completed loss mitigation package valid as of XX/XX/XXXX. 

On XX/XX/XXXX and agent told me that they had put a pause and reproduction date on my foreclosure for XX/XX/XXXX. 

When I called yesterday XX/XX/XXXX the agent told me that there was no pause and that the foreclosure will continue with a scheduled sale date of XX/XX/XXXX even though theyve had a completed foreclosure packet since XX/XX/XXXX. 

I have no approval no denial and no loss mitigation options offered that are in alignment with federal regulations and foreclosure protections for homeowners as of XX/XX/XXXX in Colorado.

Company response to consumer: Closed with explanation