Consumer complaint received 2021-01-05
Company: Freedom Mortgage Company
State: MN
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
In XX/XX/2020 i put the home on forbearance with freedom mortgage due to financial issues. then in XXXX I requested that i perform a loan modification on my loan putting the missed payments at the end of the loan. The 1st person i asked to have this done never submitted the paper work. i found this information out1 month later when i called back. at that time the new person i spoke with requested the paperwork and to put a rush on it. they sent it to the wrong address. asked for it to be resent. finally got the paperwork on XX/XX/2020 stating my payment was due XX/XX/XXXX XXXX i called freedom mortgage and asked if it was ok to fill the loan modification paperwork out and send it in even though it was the XX/XX/XXXX. they stated that was fine. i called back on XX/XX/XXXX and the representative explained that my paperwork was accepted and i could make a payment. i made a payment over the phone with her for a total of {$3000.00} because that is what she explained i owed for XXXX. I thought everything was completed on XX/XX/XXXX i recieved a call from freedom mortgage stating that i was late and they needed a payment of {$3200.00} to be current. I spoke with Manager XXXX id # XXXX explained i made a payment on XX/XX/XXXX. they told me that amount was applied to XX/XX/2020 and that i needed to make another payment. XXXX called me a liar about making the payment over the phone, at that time i requested his manager XXXX XXXX id # XXXX. i was put on hold for 20 minutes and then was hung up on. when i tried to call back it was after hours close and i could not reach anybody. the Next day I called in a spoke with XXXX id # XXXX and asked to be transferred to a manager, she transfered me to XXXX # XXXX. I then Asked to be transferred to her manager and finally spoke with XXXX XXXX Id # XXXX. After speaking with her she said she would get to the bottom of this and made contact with under writers. I also asked for all notes on my account and a detailed break down of payments in and out. I left that conversation with her stating she would call me back. on XX/XX/XXXX XXXX XXXX one of her employees called me back and said i needed to make a payment. I Once again asked for all the notes and a breakdown of all payments made, he stated that those will arrive on the XXXX and that he will call me back on XX/XX/XXXX to follow up. I have not heard anything yet and have called and left messages for Manager XXXX XXXX 3 times since with no response. I received an email from freedom mortgage with payment break downs on XX/XX/XXXX the information they provided contradicted everything they have been saying over the phone. I called back into customer care on XX/XX/XXXX and spoke with XXXX and told her the paper work i got does not match up with what they are saying and asked for them to fix the paper work and resend it to me. she did that. XX/XX/XXXX I received paperwork in the mail. it was literaly said here is all the documents you requested, then there was a BLANK PAGE. I'm currently on the phone with freedom mortgage trying to explain this again and I have been put on hold for over 30 minutes trying to get to a manager. All I want to do is start paying my mortgage again and this company is making it impossible bordering on negligent. I have spent over 12 hours on the phone and months waiting for paperwork from freedom that was always late and incorrect.

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