Consumer complaint received 2022-01-25
Company: Freedom Mortgage Company
State: WA
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
The borrower had a final divorce decree entered XX/XX/XXXX, which stated the mortgage for loan number XXXX for the property at XXXX XXXX XXXX XXXX XXXX, XXXX, Washington, XXXX, was to be paid by his ex-wife, XXXX XXXX XXXX. On XX/XX/XXXX, XXXX XXXX XXXX, who is not listed on the VA Loan entered into a Forbearance Plan with Freedom Mortgage Corporation for the property at XXXX XXXX XXXX XXXX XXXX, XXXX, Washington, XXXX, under false premise using the identity of the borrower, XXXX XXXX XXXX, without prior knowledge or consent. The borrower had no knowledge of loan number XXXX being entered in a Forbearance Plan until he contacted Freedom Mortgage Corporation for a copy of Form 1098 for the property to file taxes on XX/XX/XXXX. During this call, Freedom Mortgage Corporation informed the XXXX there was approximately {$6000.00} past due on payments for loan number XXXX, which the borrower was unable to pay. Once notified, the borrower contacted his ex-wife on XX/XX/XXXX, about the mortgage being unpaid and XXXX XXXX XXXX initially claimed all mortgage payments were up to date. On XX/XX/XXXX, the borrower contacted XXXX XXXX XXXX again to inquire about the Mortgage status, which she replied that loan number XXXX was entered in a Covid Release Relief. On XX/XX/XXXX, the borrower called Freedom Mortgage Corporation to inquire about the Forbearance Plan information. At this time Freedom Mortgage Corporation notified the borrower that loan number XXXX was entered into the Forbearance Plan and that the borrower was the one who authorized the plan. The borrower was also notified that the plan would expire XX/XX/XXXX. Freedom Mortgage Corporation also stated the borrower was the only authorized individual on loan number XXXX who could authorize any changes or agreements regarding the property at XXXX XXXX XXXX XXXX XXXX, XXXX, Washington, XXXX. XXXX XXXX XXXX did not contact the borrower after this regarding the mortgage. On XX/XX/XXXX, the borrower filed a police report for stolen identity with the XXXX XXXX Police Department. The borrower spoke with XXXX XXXX, and the report number is XXXX. On XX/XX/XXXX, the borrower contacted XXXX XXXX XXXX again regarding the Forbearance Plan, informing her that approximately {$12000.00} would be due to Freedom Mortgage Corporation by XX/XX/XXXX. XXXX XXXX XXXX stated she attempted to contact Freedom Mortgage Corporation to speak to them and accused the borrower of taking her off the loan account. On XX/XX/XXXX, the borrower informed XXXX XXXX XXXX loan number XXXX could be paid using the Freedom Mortgage Corporation automated payment method without needing to speak to a representative. XXXX XXXX XXXX then stated that due to the property at XXXX XXXX XXXX XXXX XXXX, XXXX, Washington, XXXX, being under the Covid plan, Freedom Mortgage Corporation could not place the property into foreclosure and stated she was to make all financial decisions regarding loan number XXXX until XX/XX/XXXX. On XX/XX/XXXX, Freedom Mortgage Corporation notified the borrower that no payment had been made to loan number XXXX and was currently recorded as past due in the amount of approximately {$12000.00}. On XX/XX/XXXX, the borrower contacted Freedom Mortgage Corporation to discuss options for loan number XXXX and came upon an agreement to extend the Forbearance Plan until XX/XX/XXXX, to provide XXXX XXXX XXXX time to make payments towards the past due amount on loan number XXXX. On XX/XX/XXXX, the borrower received a letter from Freedom Mortgage Corporation dated XX/XX/XXXX, stating the XXXX  Homeowners Insurance Policy was about to expire, XX/XX/XXXX, and Freedom Mortgage Corporation was unsuccessful in obtaining a renewal or replacement policy. XX/XX/XXXX, the borrower notified XXXX XXXX XXXX and inquired about her opening a new insurance policy. XXXX XXXX XXXX stated there was no notification to make insurance payments. The borrower informed XXXX XXXX XXXX that insurance payments are deducted from the escrow account associated with loan number XXXX. XXXX XXXX XXXX has yet to reply to the borrower. On XX/XX/XXXX, the XXXX was notified by Freedom Mortgage Corporation that the Forbearance Plan has ended, and the amount of {$26000.00} on loan number XXXX remains unpaid. Freedom Mortgage Corporation also notified the XXXX the property at XXXX XXXX XXXX XXXX XXXX, XXXX, Washington, XXXX, is in Loss Mitigation Status and may be subject to a foreclosure hearing. Currently the {$31000.00} is past due on the mortgage.

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