Consumer complaint received 2019-02-21
Company: Freedom Mortgage Company
State: DE
Product: Mortgage
Sub-product: VA mortgage
Issue: Struggling to pay mortgage

Complaint:
I have been trying to get my mortgage modified with Freedom Mortgage since XXXX. My mortgage became delinquent due to my unexpected XXXX due to the XXXX of my husband. I had been a victim of extreme XXXX XXXX and XXXX for 35 years. I had been XXXX XXXX XXXX XXXX  and XXXX and other atrocities. On XX/XX/XXXX my husband was supposedly XXXX  in our home and he XXXX later in the hospital. I was XXXX with his XXXX because while trying to get help when I saw him XXXX, I mistakenly told the XXXX XXXX I XXXX him. I told her that to try to get help for him because I was startled out of my sleep after not sleeping for 21 hours and I fell asleep with a XXXX XXXX to keep it away from my husband who was XXXX XXXX XXXX XXXX. I didn't see my husband until after I jumped up from my kitchen desk and looking through blurry sleepy eyes. I did XXXX XXXX XXXX XXXX XXXX  in a XXXX XXXX XXXX and my mortgage got behind. 

I had my oldest daughter who had power of attorney for me, put in a temporary forebearance in XX/XX/XXXX thru XX/XX/XXXX which was successful. However the man that she was working with disappeared from the case. Freedom Mortgage never pursued the procedure or tried to continue with the process. At that time, I believe my mortgage was around {$28000.00} plus any late fees and other costs. 

My daughter tried unsuccesfully to get the mortgage company to continue with the forebearance process and to do a mortgage modification. 

I was released from XXXX XXXX on XX/XX/XXXX and I called the mortgage company the first week of XXXX to try and start the mortgage modification. 

I applied to the Social Security Administration in XX/XX/XXXX and was given my benefits, with the first check to start in XX/XX/XXXX. I asked the various mortgage representatives that I was assigned to, including XXXX my main point of contact in the Loss Mitigation Department about paying my mortgage. He told me, as well as many other representatives at Freedom Mortgage that if I went ahead and sent in payments, they would be sent back and not accepted. 

At this point, I am now well over {$90000.00} in the arrears. I sincerely believe that had I been allowed to make payments, I would not have gotten that far in the arrears. When I came home from XXXX, my account was approximately {$64000.00} behind. Had I been allowed to make payments regardless, I would still be at the {$64000.00} behind instead of $ 90000.00+ I did pay the homeonwers insurance in full in XXXX or XX/XX/XXXX. 

My complaints are as follows : Mortgage company refusing my payments, and I was told not to make any, as they would not be accepted due to being in default. 

Mortgage company has literally caused the mortgage to get further behind by not allowing payments early on. 

Freedom Mortgage is now placing charges on my account for people coming out asking if I am selling my home, and to verify that I actually live in the home. I have disputed those charges, as I never agreed to anything like that when I signed my mortgage not and deed of trust. THIS IS AN INVASION OF MY PRIVACY! Strange people ringing my doorbell and knocking on my door all hours of the day and night. Some of the people are taking pictures also.

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