Consumer complaint received 2021-12-27
Company: Freedom Mortgage Company
State: AZ
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Trouble during payment process

Complaint:
I had previously submitted a complaint about Freedom Mortgage 's refusal to process the deferral agreement ( Complaint ID XXXX ). Their response was full of misrepresentations and false statements, and still does not address my complaint, prompting the submission of a new complaint. 

For example, Freedom Mortgage makes a statement that when the loan came to them in XX/XX/XXXX, it was already delinquent XXXX months. That is a flat out lie because the forbearance period ended XX/XX/XXXX and per the XXXX agreement, the next due date was supposed to be advanced to XX/XX/XXXX. As of XX/XX/XXXX, the loan was only XXXX months past due. Therefore, on XX/XX/XXXX, the loan was only XXXX months past due and Freedom Mortgage deliberately failed to process the deferral despite our numerous requests ever since XX/XX/XXXX. 

Freedom Mortgage also misrepresents XXXX XXXX guidelines which expressly state that if the deferral is approved and the loan is less than XXXX  months past due at the time of approval, then no payments are required from the customer during the processing months. That is, in fact, what XXXX told us and directed us not to make any payments until the deferral agreement is effect. The guidelines also specifically state that the deferrals should be processed within 30 days, which Freedom Mortgage failed to do despite repeated requests from us. Not once, did we ever receive any correspondence from Freedom Mortgage regarding the status of the deferral agreement. When we asked to speak to a supervisor about Freedom Mortgages failure to process the deferral, no one bothered to call us back while Freedom Mortgage continued to deliberately not process the deferral. 

Furthermore, Freedom Mortgage has failed to bring the account to reflect as current, and instead the account shows as mitigation loss. Freedom Mortgage has violated numerous state and federal laws, and threatened wrongful foreclosure of our home all in violation of the CARES Act. 

Freedom Mortgage must properly process the deferral agreement as previously agreed upon with XXXX. The five payments in the amount of {$12000.00} can not be applied toward the forbearance period but must be applied toward the XX/XX/XXXX through XX/XX/XXXX period as previously agreed upon and my account must show as current and never delinquent and/or never in mitigation loss. 

Moreover, this deliberate act by Freedom Mortgage was done with the sole intention to steal our home. It is obvious by the fraudulent responses from Freedom Mortgage who in XXXX days after this complaint was filed with your office, finally was able to process the deferral. Freedom Mortgage must be held liable for their fraudulent and bad faith actions. There are over 4,000 complaints from different people about this company and we respectfully demand that you hold this company accountable for their fraud and bad faith actions and not let them escape unscathed so that they continue with their illegal and fraudulent ways.

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