Consumer complaint received 2020-11-16
Company: Freedom Mortgage Company
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
I applied for Loss Mitigation in XX/XX/2020. My Loss Mitigation was approved and I was scheduled to pay my three trial payments in XX/XX/2020 - {$3600.00}, XX/XX/2020 - {$3600.00}, and XXXX XXXX {$3600.00}. After making all three payments, I was told my Loan Modification was approved. This is after calling the company on multiple occasions, and being told that the final paperwork would be mailed to me. I received the final Loan Modification documents on XX/XX/2020, with a payment request date of XX/XX/2020. According to the documentation, the payment was set to be due two weeks before I even received the final paperwork. After calling the company again on several occasions, I was told that the documents would be corrected I spoke to a manager by the name of XXXX Teller ID XXXX, and XXXX assured me that the paperwork would be updated with a new due date of XX/XX/2020, and sent back to me. I spoke to a manager named XXXX Teller ID XXXX on XX/XX/XXXX, and received the exact same message, the final paperwork with the corrected data would be mailed out to me with a corrected date of XX/XX/2020. At this point, the payment is coming due again on XX/XX/XXXX, I make the payment as requested in the Freedom online payment system, and continue to wait on the final documents. XX/XX/XXXX comes around, I make the requested payment in the Freedom online payment system and continue to wait on the final documents. It is now, XX/XX/XXXX and I have not received the final documents. I have called several times, spoken to several people and this seems to be getting nowhere. I also received a letter stating that my loan is being transferred on XX/XX/2020. This has been going on for SIX MONTHS, and I have yet to receive the final paperwork. 

This is absolutely insane and unheard of, there is no reason that this should be going on for SIX MONTHS. I continue to be transferred to the same people who are not taking the initiative to anything outside of reading the notes that are in the system. I was told that XXXX Teller ID XXXX, was working on the documents and they would be sent out to me in the next 4-5 business days, that was on Wednesday, XX/XX/XXXX, the person who told me that was a manager by the name of XXXX Teller ID XXXX. I have several people who were supposed to call me back and NEVER did : XXXX Teller ID XXXX, XXXX Teller ID XXXX, XXXX Teller ID XXXX, and XXXX Teller ID XXXX. Neither one of those individuals called me back, so I have had to call back into Freedom to obtain information. XXXX Teller ID XXXX was obnoxious and rude and incompetent, and she yelled at me, which is beyond unacceptable. On Thursday, XX/XX/XXXX, according to XXXX Teller ID XXXX, she reached out to her resources as she could not provide me with a name yet provided me with a Teller ID of XXXX, and he was rushing the receipt of the documentation. On my very last phone call to Freedom on Friday, XX/XX/XXXX, I spoke with XXXX Teller ID XXXX and he said that XXXX Teller ID XXXX was the person who was spearheading the completion of the documentation and that a rush was placed out with the vendor. Your company has literally trained your employees to read the notes and that is it. Tell the customers what is in the notes, and do not try to assist beyond that. I am beyond frustrated with Freedom Mortgage and the way this process has transpired. No one should have to experience such dismissiveness, unconcern, and incompetence. I am beyond floored with the realm of unprofessionalism and lack of initiative that I have experienced. Your company offered a service to assist with these trying and very hard financial times, yet you caused me so much more mental anguish, stress, and agony than I had before I applied for the loan modification. This has to be corrected, as soon as possible.

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