Consumer complaint received 2022-07-18
Company: Freedom Mortgage Company
State: FL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Closing on a mortgage

Complaint:
In XX/XX/XXXX I was offered a loan modification through XXXXXXXX XXXX with 4 trial payments starting XXXX. I signed the agreement with XXXX XXXX and made my 1st trial payment to XXXX XXXX on time. During this process my mortgage was sold to Freedom Mortgage. I spoke to representatives of Freedom Mtg who assured me that the company has to uphold the stipulations agreed upon when the mortgage was purchased. I completed the rest of my trial payments with Freedom Mtg during the months of XX/XX/XXXX - XX/XX/XXXX on time. During this process I made all my payments via phone as it states the conversations are on a recorded line. In XXXX I received a letter from Freedom Mtg stating documents were sent to me for a program that will help me catch up on the payments that were suspended during my COVID-19 Forbearance Plan. This document went on to explain their records reflect I did not complete the program and they are unable to approve me for the COVID-19 Post Forbearance Plan program at this time. I immediately contacted Freedom Mtg and explained I was never in a forbearance program. I was then informed the information was provided to the underwriter and I should receive communication back reference the above information. Every month I continued to pay the modified loan agreement amount for my mortgage on time and was advised by numerous representatives that it was still with their underwriter. Each month was a minimum of 30 to 45 minutes on the phone with representatives from Freedom Mtg as each time they had to read through the notes and documents in the system. I also spoke to several supervisors and was informed I would hear back from representatives which I never did. I made sure the contact number was added to my phone, so it did not show as SPAM. I then received documentation that I was behind on my payments monthly and called each time I got a new document. I was advised by Freedom Mtg when making my mortgage payments the company was applying my escrow and the rest of the payment was being sent to " unassigned funds. '' Representatives stated although they see in the system my payments were being made on time, they could not stop the documents as they were automatically sent through the company 's electronic system. In XXXX Freedom Mtg started reporting false delinquent payments to my credit bureau dropping my credit score by over 100 points. I contact Freedom Mtg monthly about the false reporting and was advised they will correct the reporting ; however, they can't do so until the new mortgage is signed, and the electronic system updated. I was informed my mortgage would be flagged to stop the reporting which did not occur. I have been very proactive with this company and have contacted them monthly for updates. I was told a different answer every month such as the underwriter is still waiting for information from XXXX XXXX, the process can take up to 90 days to get a response, ect. I called Freedom Mtg on XX/XX/XXXX and was advised by the representative the underwriter added a note stating the XXXX  was terminated due to the customer being paid in full at that time. It was explained the investor was denying my loan modification due to my payments not being behind. I have since requested 12 months proof of payment from Freedom Mtg and I'm still awaiting this documentation. I am unable to pull the information from the online website as the information only goes back to XX/XX/XXXX. I also requested a copy of the notes in the system from my communication with representatives and a copy of the transcripts from my phone calls which was denied and not provided. Freedom Mtg has not upheld the stipulations under which my mortage was purchased and has since failed to properly communicate with me even after monthly attempts and has also destroyed my credit wrongly. Freedom Mortgage is also showing I incorrectly owe them almost {$9000.00} in back mortgage payments and fees.

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