Consumer complaint received 2023-05-15
Company: Freedom Mortgage Company
State: AR
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Entered a XXXX month XXXX  forbearance in XX/XX/XXXX with XXXX Mortgage. They did not stop the auto draft for our XXXX payment ( {$790.00} ), like they said, so we sent it back, per their request. In XXXX they re-escrowed our acct, with the new payment being " due '' in XXXX ( {$870.00} ) due to their error, reminder we were not making payments at this time. In XXXX we received a letter saying we were being sold to Freedom Mortgage. In mid XXXX, I called, like I was told if I needed to, to extend our forbearance. I was told to call back at the end of the month. So I did and all went well, I thought. XX/XX/XXXX statement showed a property XXXX  fee for {$15.00}? Then we received a foreclosure/modification packet in the mail. I immediately called to address to the issue and Freedom Mortgage did not see the XXXX XXXX Agreement on file. They backdated it and said our mortgage was covered till XX/XX/XXXX. 
We were reescrowed again, new payment beginning XX/XX/XXXX, {$900.00}, due to their error. Also FM sent out the XX/XX/XXXX statement and on it showed all our payments for XXXX being {$790.00}, XXXX. 
XX/XX/XXXX, we submitted our paperwork to XXXX Assistance XXXX, financial statements we received from Freedom Mortgage. 
XX/XX/XXXX my wife spoke to XXXX, emp # XXXX, for XXXX mins. She told him we were approved by XXXX, but not sure of the final amount or disbursement date yet. 
XX/XX/XXXX, XX/XX/XXXX twice, XX/XX/XXXX, & XX/XX/XXXX total of XXXX mins in 5 days. We were concerned with our forbearance coming to an end. XXXX of them mentioned a XXXX day forbearance to hold us over till there was a payment and we said yes. XXXX of them asked about sending a packet in case it wasn't enough money or if something fell through, and we said that's fine, but with XXXX we can not have or do any modifications with this grant PERIOD. 
On XXXX, my wife spoke to XXXX, emp XXXX XXXXXXXX, for XXXX mins., she is the one that told my XXXX that XXXX XXXX a XXXX day foreclosure hold on our acct. Therefore we didn't need to worry this whole time about it effecting our credit, since we thought it was going to be XX/XX/XXXX for the XXXX payment at this point. I called FM twice that day. XXXX had requested a XXXX XXXX XXXX' card from them on XX/XX/XXXX but no response. So I called XXXX to find out when the wire would be sent. She said she couldn't send it, without the XXXX XXXX XXXX card and it couldn't be resent for another XXXX  days.So I needed to call FM and have them send it. FM sent the XXXX XXXX back on XXXX. I have since called XXXX and by all accounts everything matched, $ amount included, what we sent them. 
XX/XX/XXXX wife spoke to XXXX, emp # XXXX, told them we officially signed XXXX paperwork and will receiving wire soon. Even received a congrats. 
XX/XX/XXXX FM called my XXXX  explained everything about when they receive the funds from XXXX, posting to our mortgage, monthly wires, etc. 
XX/XX/XXXX wire was sent from XXXX for {$11000.00}. 
XX/XX/XXXX received loss mitigation paperwork packet. My XXXX  called and made very clear " WE ARE NOT SIGNING, WE DO NOT WANT THIS, WE HAVE A WIRE THERE AS OF THE XXXX, WHERE IS IT? '' The lady said the wires from the XXXX should be posted no later than XX/XX/XXXX. 
XX/XX/XXXX, XXXX min phone call, XXXX am, asking where the $ XXXX wire is 10 days later?! Still not posted to our mortgage. XXXX is told calling everyday won't make it post quicker. 
XX/XX/XXXX is when our loan got put into loss mitigation, somehow. 
XX/XX/XXXX - XXXX min phone call by XXXX, in tears, to FM, after we get a letter stating we are in Loss Mitigation dated XX/XX/XXXX. The XXXX balance has been added to the back of our loan. This was without our consent or signed paperwork. And with a very large wire they knew we had waiting to post. 
XXXX is when our XX/XX/XXXX FINALLY tried to post. 
XXXX states it doesn't go into effect till XXXX but no one would reverse it or stop it. XX/XX/XXXX - XXXX min, XXXX was very rude, spoke to a XXXX, XXXX, Loss Mitigation XXXX. Told me she would look into it, it's easier to reverse before it's booked. 
XX/XX/XXXX - Will, emp XXXX XXXXXXXX, transferred me to XXXX emp XXXX XXXXXXXX, she told me the request was still pending and XXXX did not have any new notes. She told me the XXXX XXXX is looking into it and they would backdate the wire and payments and they should reversal the deferral. We got disconnected and I called back, we spoke a total of XXXX hour and XXXX mins. She also mentioned we were in XXXX? I replied NO. But now it shows on my credit report that I am under FM. 
Since then I have " spoken '' to XXXX XXXX several times, the one who signed our Loss Mitigation paperwork through XXXX, emp XXXX  XXXX & XXXX, emp XXXX XXXXXXXX, XXXX, emp XXXX XXXX, XXXX, emp XXXX XXXXXXXX, because apparently he doesn't have a phone. So he only communicates through email or XXXX message. XXXX told me she saved our whole conversation, the rest did not. Also there has been a {$500.00} Loss Mitigation XXXX Fee placed on our account, not once but TWICE NOW, XXXX & XXXX! So maybe there needs to be stricter regulations on Loss Mitigation. There are tons of complaints on FM putting customers in XXXX and now I see why. Also them not posting wires in a timely manner, then not backdating them accurately. That's interest I am paying, I shouldn't be. That's $ they are earning interest on, they shouldn't be. And they didn't post any of our payments in XXXX. Which is an XXXX tax statement issue. 
Oh and they just reescrowed us again on XX/XX/XXXX, new payment {$860.00} starting XX/XX/XXXX. 
You tell me, how we are late, when XXXX is wiring {$1000.00} each month from XXXX XXXX on the XXXX or XXXX of the month?

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