Consumer complaint received 2022-09-13
Company: Freedom Mortgage Company
State: OH
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Struggling to pay mortgage

Complaint:
I have submitted two complaints already for Freedom Mortgage. One on XX/XX/2022 and the other on XX/XX/2022. Initially there were many issues surrounding my attempts to get a loan modification under COVID Forbearance which ultimately led my mortgage to fall behind over 14 months. Thankfully I worked with a HUD counselor that told me about a Grant through the state of Ohio. I was approved in XXXX for the maximum grant of {$25000.00}. After seeing how Freedom Mortgage operated with the loan modification I was very worried that I would lose this grant. That said, I tried to call them numerous times before submitting a complaint here. However, after getting nowhere once again when contacting their offices multiple times I had to use this resource. I immediately received a response here. However, the Director of Customer Service XXXX XXXX, assured me that if I paid a specific amount due in XXXX that the funding would be received that month. He also assured me that someone would reach out that day to collect the amount due. I waited almost all day & no one ever called. I finally reached out myself only to be told the amount was different, paid it & then never heard from anyone. Days went by, then it turned to weeks. Here we are now on XX/XX/2022 and I am getting default letters daily, Emails stating that my account is in serious delinquency, etc. When I have already been approved by the state, in fact I have signed all paperwork, the state sent confirmation that my funds were sent. I have spoken to multiple people at Freedom Mortgage that verified my money is sitting there just waiting to be applied to my account, but now that another month has gone by more late fees have been applied to my account & now I don't even know if I qualify any longer. Please see message below from XXXX XXXX XXXX who failed to do what he said he would do just like almost every other supervisor and manager at Freedom Mortgage who can't be bothered to follow up or call back when they make a promise to a homeowner. 


Company 's Response XX/XX/2022 XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, OH XXXX Re : Your Complaint to the CFPB Complaint # XXXX Dear XXXX XXXX : We have reviewed your complaint and researched the issue regarding the XXXX funds. You contacted us on XX/XX/2022 regarding the XXXX application and we had not yet received the application from the state of Ohio. We requested the application from the state of Ohio on XX/XX/2022 and it was sent to us the same day. The application was returned today ( XX/XX/2022 ). At this time, you would need to pay {$160.00} to qualify to the maximum assistance of {$25000.00} which would reinstate your account through XXXX, XXXX. The delay in communicating through the portal was due to Ohio making a small change to their software which caused their portal to malfunction. We have been working with the state of Ohio daily to correct the issue, but they have agreed to fund the {$25000.00} within the next two days. Someone from Freedom will be reaching out to you regarding the {$160.00} needed to qualify for the maximum assistance. We will note our system that you have rejected the loan modification offer due to receipt of the XXXX funds bringing your account current. Very truly yours, XXXX XXXX XXXX XXXX Customer Service Freedom Mortgage Corporation XXXX XXXX XXXX XXXX, XXXX XXXX XXXX. XXXX, NJ 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