Consumer complaint received 2021-10-13
Company: Freedom Mortgage Company
State: CA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
In XXXX we applied to XXXX XXXX  XXXX  to accept a deed in lieu of foreclosure on our home. We started the process on XX/XX/XXXX and we sent in a full package for review. On or about XX/XX/XXXX the bank requested additional documents which we sent in right away. On or about XX/XX/XXXX we were told the documents were received. We kept checking back to see where we stood with the process. On or about XX/XX/XXXX were were informed that FHA would require us to try and short sale the home first. We listed the house in XXXX of XXXX, as requested by XXXX  XXXX. Then in XXXX XXXX XXXX said we applied for a Covid Forebearance but we never asked for one. They said that we could still work on the short sale but the plan would be up in XX/XX/XXXX. The bank then asked us to submit for a modification so we sent the papers in for that as well. We follow up over and over again for over 3 months and sometime in XXXX XXXX informed us that we were declined for any type of modification and that we would need to sell the home. We explained that we have been trying since XXXX. On XX/XX/XXXX the bank requested more documents so we sent everything requested on XX/XX/XXXX. On XX/XX/XXXX the package was in review. We called again on XX/XX/XXXX and the package was still in review. On or about XX/XX/XXXX XXXX then asked for more conditions, these were the same conditions they had for over 2 months. We sent all items to the bank on or about XX/XX/XXXX. On XX/XX/XXXX we were still in review. On or about XX/XX/XXXX XXXX  XXXX then requested more documents which we sent in the same day. On XX/XX/XXXX we were informed that a appraisal was going to be done. On XX/XX/XXXX we were informed that our loan was going to transfer to Freedom Mortgage and that the short sale package would be sent over with the transfer. We were informed that it could take up to 30 days for the loan to be placed into the system. On XX/XX/XXXX the loan was in Freedom Mortgage 's system. On XX/XX/XXXX we were informed that the short sale request was in the system and all that was needed was a contract extension. We had to submit a new contract and a new buyer as the last buyer cancelled. On or about XX/XX/XXXX all documents were submitted to Freedom Mortgage and we would need to check back in 15 days. On or about XX/XX/XXXX we were then told we had to start a whole new package. We asked why as we were told that all info was in with them and they just needed the updated purchase contract. So again we submitted a whole new package on XX/XX/XXXX after getting all the paper work done again. On or about XX/XX/XXXX the bank requested more items. On or about XX/XX/XXXX all items were sent to the bank. On or about XX/XX/XXXX we were informed that a appraisal was ordered on XX/XX/XXXX and the real estate agent would be contacted by the appraiser. We were informed that they did not need any other items from us. On or about XX/XX/XXXX we checked back with the bank again regarding the appraisal but Freedom Mortgage did not have a update and that they would open up a task and request a rush to get the appraisal done. On or about XX/XX/XXXX the bank informed us that they still did not have a appraisal. Again the bank informed us that they would open a urgent task to find out whey the appraisal has not been done. They could not give us any reason for this. We called again on or about XX/XX/XXXX and they still did not have a time set for the appraisal to be done. We went thru this for the rest of XXXX and now thru the XXXX of XXXX of this year. We still do not have a answer. We are concerned we will loss this buyer as well.

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