Consumer complaint received 2023-05-06
Company: Freedom Mortgage Company
State: SC
Product: Mortgage
Sub-product: VA mortgage
Issue: Struggling to pay mortgage

Complaint:
My home is at risk for foreclosure with my VA loan. My VA case manager ( Contact information below ) Confirmed and will verify in writing upon request that thru no fault of my own and Freedom Mortgages complete mismanagement has led up to the pending foreclosure and Refuses to cooperate and provide the VA documents up several requests. 
1.It was confirmed by my VA case manager that qualify for Covid partial Relief funds and that I was approved for this by Freedom Mortgage twice in XXXX.and Freedom Mortgage then denied the funds in the same year. 
XXXX. It was Confirmed by the VA that I was eligible for the funds under the VA guidelines. Freedom Mortgage admitted via e mail that its a " flaw '' in the automated underwing system and the VA is correct and that is the reason I was denied. 
XXXX Freedom Mortgage refuses to cooperate with the VA or myself by refusing to provide turn down letter documentation after several requests in writing from the VA. 
XXXXThe VA asked my to contact SC Senator XXXX XXXX office for congressional intervention an investigation. I have spoke to XXXX XXXX Office and they have contacted the VA at this time. 
XXXX. I have send another Full Loss Mitigation Package to Freedom Mortgage and send the requested documents dozens of times however the lender states I refused to send in documents and I was turned down. 
XXXX. The Covid Relief funds and not income based and do not require documents. 
7.Freedom Mortgage claims I was denied a VA loan modification however the VA has no record of the request being mad in their system no do they have a VA turndown from the lender after several requests. 
XXXX. The VA has asked Freedom Mortgage to send me the link to apply for the Covid relief funds I was approved by them again Twice and refuses to cooperate. On XX/XX/XXXX The VA and I attempted to contact the VA three times on a joint call and was hung up on. The VA and I agree my file is flagged internally and they will not speak to me. 
XXXX. Freedom Mortgage refuses to provide Underwriter contact information for direct resolution. 
XXXX When the VA e mails Freedom Mortgage and CC me on the request Freedom Mortgage systematically removes me from the e mail in my opinion an attempt to conceal the validation of their liability from me Bullet Points 1. I received a previous loan mod from Freedom Mortgage without following the VA guidelines or obtaining approval from the VA.

2. I was current on my mortgage when I called FM and was told by Freedom Mortgage ( FM ) that I was approved for Covid relief and have a screen shot of the approval ( S ).

3. I was approved for partial covid relief. The VA confirmed and the lender acknowledged that the loan was denied by an Automated Underwriting System and the Underwriter never looked into it. The VA can explain this in further detail.

4.At no point did I lose my job I had an income decline due to Covid.

5. The lender claims " I could not afford my mortgage payment " This is a false statement.

6. I was told by a customer service manager on the phone in XX/XX/XXXX That " I was approved for Covid '' " Ignore the requests to provide income documentation, this is a flaw in the system. '' This is on a recorded line.

7. My loan has been in loss mitigation for over a year '' I have called DOZENS of times for an the lender could not provide any answers or they cold not understand what was going on. 
XXXX. In XX/XX/XXXX I sent a FULL loan modification package to the lender.. I had to resend the documents dozens of times and the lender confirmed reciept. 
XXXX. The lender told the VA I was turned down because I did not send the income documents which is a lie. 
XXXX The Lender told me I did not qualify for a VA loan modification however the VA has no record of the request being made. 
XXXX. The lender refuses to answer the VA 'S request for my Covid Relief Turndown Letter. 
XXXX The VA Told the lender that I DID Qualify for Covid relief and should have been approved a year ago however the Lender refuses to send me the Link to apply again for Covid relief and is Ignoring the VA. 



XXXX XXXX Loan Administration Department of Veteran Affairs XXXX ext. XXXX XXXX This has all put a tremendous strain on my family and any assistance would be greatly appreciated XXXX XXXX XXXX or 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