Consumer complaint received 2021-09-08
Company: Freedom Mortgage Company
State: CA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
I contacted Freedom Mortgage in XX/XX/XXXX and entered into a special forbearance due to financial hardship caused by COVID 19. In XX/XX/XXXX I contacted Freedom Mortgage to exit the special forbearance and indicated I could resume making my regular monthly payments and that I occupied my property. In XX/XX/XXXX I was sent an approval letter for an FHA modification and was denied an FHA partial claim because Freedom Mortgage incorrectly documented my occupancy status. I contacted the servicer and let them know I qualified for an FHA COVID 19 Partial Claim and that I was declining the modification. Two weeks later I received loan documents for the modification I declined. I then received an FHA COVID 19 Partial Claim approval letter in early on XX/XX/XXXX, the date that it needed to be signed and returned to Freedom Mortgage. I called and provided a verbal acceptance of the FHA COVID-19 Partial Claim on XX/XX/XXXX and spent {$55.00} to overnight the document back to Freedom Mortgage. From XXXX until XXXX I called Freedom Mortgage weekly for status of the Partial Claim documents. Each time I contacted them they told me different information. I repeatedly asked for the documents to be expedited since I had originally called in XX/XX/XXXX to come out of the special forbearance and they had made an error in the original evaluation process. I finally received Partial Claim documents on Friday, XX/XX/XXXX. I contacted Freedom Mortgage on Monday, XX/XX/XXXX to inform them I needed a notary to assist with the loan document signing. I was told that they forwarded my documents to their vendor and that a notary would be contacting me in a few days. I was also provided with the name of the company, XXXX Notary and a phone number. I then followed up on Saturday, XX/XX/XXXX and was told again that a notary would be contacting me. I contacted XXXX notary on XX/XX/XXXX to get status of my notary appointment. They indicated they had never received a work order from Freedom Mortgage and had no record of my loan in their system. I then contacted Freedom Mortgage on XX/XX/XXXX and spent 90 minutes on the phone to find out that the request for a notary had never been placed. Again I requested that my loan be escalated as I have been trying to resolve this for 6 months. I am concerned that my Partial claim will be at risk since the documents are due back on XX/XX/XXXX. I have asked twice for this deadline to be extended due to the trouble obtaining a notary but on each follow up call Ive been told that the extension request had also not been processed. Freedom Mortgages lack of customer service and inability to get a single thing right has extended my special forbearance for 6 months beyond what I intended. Their lack of process controls and failure to address client complaints is putting my Partial Claim and potentially my home at risk.

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