Consumer complaint received 2022-03-14
Company: Freedom Mortgage Company
State: CA
Product: Mortgage
Sub-product: VA mortgage
Issue: Struggling to pay mortgage

Complaint:
CFPB helped me get the original auction date postponed I am so appreciative for your company. My prior complaint against this company # XXXX I am the surviving spouse of a Veteran my husband XXXX in the XXXX war XXXX He was XXXX and came home to our family. My son was XXXX and daughter was XXXX at the time, unfortunately and unexpectedly my husband passed away in our home on XX/XX/XXXX. My husband was our sole provider. Besides being devastated from the loss of my husband and trying to hold my family together I began to fall behind on my house payments in XXXX of XXXX. Due to not having a XXXX  and paying my bills to keep utilities on and food on the table. I was not receiving his benefits until this XX/XX/XXXX. I am not on the loan or on title of the home, we had planned to put me on title but my husband wrote a letter stating everything was to be left to me if anything happened to him. Freedom Mortgage did postpone my auction after the first complaint to you. Postponed from XX/XX/XXXX to XX/XX/XXXX. We told them we were going to open probate and get myself on title. We asked for a Loss Mitigation Packet and were told I needed to be on title in order to do this. They gave me the items needed, either a recorded deed or court order transferring the property to me, or copy of will and proof it was admitted to probate or Affidavit of intestate succession. We tried doing the paperwork ourselves but the courts kept sending them back and said we had corrections to make. I cant afford a lawyer so I kept trying to do paperwork myself. I finally found a paralegal that I could afford but could not get an appointment with a paralegal until Friday XX/XX/XXXX I was told by paralegal that filing doesnt happen overnight. I received the proof of filing and documents Freedom Mortgage wanted on XXXX XXXX and emailed them, received the confirmation that they were received. We called them today XXXX XXXX at XXXX because we had not heard from them. We asked of the status of the file we were told by XXXX ID # XXXX at customer service, she said she would transfer us to Loss Mitigation department on hold for 20 minutes she came back and said Loss Mitigation was closed and they just uploaded documents today XX/XX/XXXX. We asked what the new postponed date for auction was and she said they could not postpone because they just uploaded documents and there is not enough time to review. We asked to speak to someone above her and that this was unjustified how they were handling our file and that we are acting in good faith and can not lose our home. We were transferred on hold for XXXX minutes spoke with XXXX ID # XXXX she stated they did not have time to review the documents and would not postpone the auction. I told her I did everything Freedom Mortgage asked and that it was not my fault the documents were just uploaded, I requested several more times for postponement. XXXX stated she would email the XXXX XXXX XXXX company to see if they could escalate the review, they too are closed and they wont receive email until tomorrow and she will call me to let me know. But this is not enough time. I do not trust these companies to act in good faith, they just dont care and there is no sense of urgency. I am so frightened that we are going to lose our home, I dont know what else there is for me to do.

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