Consumer complaint received 2023-01-19
Company: Freedom Mortgage Company
State: CA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
XX/XX/XXXX Applied for assistance to XXXX  XXXX XX/XX/XXXX XXXX electronically requested documents to bring the loan up to date XX/XX/XXXX I Called Freedom Mortgage to request an update on the status of the documents requested. The response was that there was no record of such a request and that the department had documented any interaction with XXXX  XXXX XX/XX/XXXX I Called XXXX  XXXX requesting an update on the application, and they stated they still had not received any communication from FM. 
XX/XX/XXXX I Called XXXX  and spoke to supervisor XXXX, who confirmed that XXXX  department that handles communication with XXXX  XXXX had no record of action from that department nor any pending actions. I reiterated that XXXX  XXXX has electronically requested documents to help bring my load current on XX/XX/XXXX. He stated there was no record of any pending actions and that he would email that department and place a XXXX hold on my foreclosure. He recommended I call back after the holidays and that someone would reach out to me via phone with further information. I confirmed my application #, and the best way to reach me. I had a HUD XXXX XXXX XXXX with me on the phone for both calls on XX/XX/XXXX. 
XX/XX/XXXX I Followed up with a call to XXXX at XXXX  XXXX and asked for an updated and if there had been any communication between XXXX  and the program. They stated they had not received any information. They also confirmed that an initial request for documents was sent on XXXX, and a request for escalation was submitted on XX/XX/XXXX. 
XX/XX/XXXX I called XXXX  with a requested update. The agent stated that no pending actions or communication from the department had been conducted since XX/XX/XXXX and that no communication was responded to either XXXX  XXXX or XXXX, the supervisor who had sent an email on XX/XX/XXXX. I was told XXXX as on not available/at the office. 
XX/XX/XXXX I Called the HUD XXXX ( XXXX XXXX XXXX ) and explained the frustration of my situation and the history of calls with XXXX. We both called XXXX  and spoke to rep XXXX, and she confirmed the history of calls on the dates above, communication, and email request. She also confirmed the internal correspondence conducted by supervisor XXXX to the team in charge of communicating with XXXX  XXXX. She also confirmed there were no pending actions or communication with XXXX  XXXX. She submitted a reinstatement letter and stated that I should send prof that XXXX  XXXX is awaiting XXXX  response. HUD XXXX recapped the conversation. However, we did not get any answers clarified as to why XXXX  has not responded to XXXX  XXXX in over 60 days ; it has affected my credit and employment and created an unnecessary burden on an account that could have been resolved already. My home is currently in active foreclosure. As you can see, I have tried over XXXX times to advocate for myself and help my loan come current ; this mishandling of coordination on Freedom Mortage is unacceptable, and its leadership should be accountable. Please see the document in file for pictures and proof of account status.

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