Consumer complaint received 2018-10-23
Company: Freedom Mortgage Company
State: TX
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
My home was destroyed by XXXX XXXX in XX/XX/XXXX, my mortgage servicer Freedom Mortgage gave ma a 3 months forbearance, them extended it for another 3 months, for a total of 6 months. After the 6 months forbearance ended in XX/XX/XXXX, my house was still being repaired and I asked for a disaster modification to bring my payments current. I submitted all of the paperwork they asked for, they cost it several times, then when they finally acknowledge they had everything my file was sent to underwriting. Underwriting came back and said that there was a lean on my title. You see I did not have flood insurance, because I was not in a fold district, the only reason my home flooded was because the XXXX XXXX XXXX XXXX open the reservoir and flooded my entire community. XXXX gave us all loans to repair our homes and they put a lien on the property. XX/XX/XXXX, I called my mortgage servicer and found out they stalled my modification stating I needed to pay off the lien. I asked customer service to please have the person that was assigned as my single point of contact to please call me, I needed to know what could be done to save my home, no one ever contacted me. In fact throughout the modification process, my single point of contact has never responded to any of the request I've submitted for her to contact me. Since I could not afford to pay off the lien, I contacted XXXX, and they said they would do a subordination, but they needed the new loan terms. XX/XX/XXXX I went back to Freedom mortgage and they said since the modification has stalled they can not give me new loan terms. I asked Freedom mortgage to please provide something in writing so that XXXX could subordinate the title, but they refused to give me anything. On XX/XX/XXXX, I went back to XXXX and they contacted Freedom Mortgage and requested a letter stating what the terms they were looking at for my modification. That request was submitted with a turnaround time of XX/XX/XXXX. On XX/XX/XXXX when I called for an update on the letter I was told, I needed to give it some more time to received that letter via email. By XX/XX/XXXX I still did not get the letter, so i called Freedom mortgage and spoke to a rep XXXX, she said the letter was sent to the wrong dept, so she sent another request to the correct dept. On XX/XX/XXXX I received a letter from freedom acknowledging the payment I made for XX/XX/XXXX, I was trying to prevent my home going into foreclosure. It showed me a total amount due of {$8100.00}, but when I call the automated system give me a different amount. I ask rep XXXX why I was getting 2 different amounts due and she told me to disregard the letter. I am now very sure that something underhanded is going on. They are stalling in giving me the information needed to get this modification completed, giving me incorrect amounts due, and threatening to foreclose on my home. Dealing with Freedom Mortgage is worse that going through the flooding and having to be evacuated by the XXXX XXXX during XXXX 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