Consumer complaint received 2023-06-17
Company: Freedom Mortgage Company
State: TX
Product: Mortgage
Sub-product: VA mortgage
Issue: Struggling to pay mortgage

Complaint:
Sir/Madam, I am reaching out to you in an attempt to receive assistance in obtaining the proper information needed, as well as all obtain available to me in determining an agreement to work towards bringing my mortgage loan status current. 
To this point, I have been repeatedly misinformed during this entire process since it began back in XX/XX/XXXX, with currently still no rectification. 
I was misinformed by my previous mortgage company XXXX XXXX XXXX XXXX being told that my loan payment could only be divided over 3 months. At this time, I was in the rear in the amount of approximately {$12000.00}. I was informed that I could no longer continue to make payments after XX/XX/XXXX until a plan/agreement had been met. I had already started the repayment process prior both in XX/XX/XXXX and XX/XX/XXXX both in the installment amount of {$3400.00} each. When eventually contacted, they were never provided an option to continue payments until they reached their determination of the loan modification., After several months without options for consideration of getting this rectified, my credit status is currently still showing that my loan is in forbearance, which should have allowed my original monthly payment to be accepted and would not have caused me to become further in the rear. I have been in contact with XXXX XXXX via phone ( recorded ) and emails ( documented ), all while continually being misinformed on too many occasions without rectification. However, without being correctly informed of options that were available along the process promptly has now created an even larger burden. 
Additionally, in the middle of this process, my loan was transferred to Freedom Mortgage which is never a recommendation during the loan modification process. 
I have since been in contact with VA gov where I was informed by the agent that I had been approved back in XXXX for a partial modification and never received that approval paperwork or confirmation. This would have alleviated all of the additional paperwork that has been repetitively provided and caused them to restart the process several times. Without the proper clarification during this process, misinformed information, not receiving the approval Ietter, and still, no obtains for an agreement to be met over six months has brought me to ask for assistance in holding them accountable for their actions or lack of and required them to provide the correct information along with all options available to reach an agreement to rectify this situation. 
Hence, I am humbly requesting an exception in the repayment program and reconsideration of the original determination that was approved but never received. I served my country for 26 years of my life. So that everyone here could enjoy the American life. Now it's my turn to enjoy and I'm getting cheated and led astray by the same companies and poeple I put my life on the line for. 
This is our familys home which we dont want in jeopardy of losing. Let me know if any additional supporting documents are needed, as this should have never taken such an extended period to obtain the proper information and options available to reach a new loan agreement. 
Please feel free to contact me to discuss further. 
XXXX. or ( XXXX ) XXXX Thanks in advance for your prompt attention to this matter. 
V/r, 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