Consumer complaint received 2024-01-23
Company: Freedom Mortgage Company
State: PA
Product: Mortgage
Sub-product: VA mortgage
Issue: Struggling to pay mortgage
Sub-issue: Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure

Complaint:
100 % XXXX  XXXX veteran ( XXXX ) struggles to get a simple repayment plan in the early stages and now faces a serious foreclosure with a family. keep getting loan mods and misleading info and sometimes no info. contradiction with different reps I speak to. I got a steady job at the VA XXXX and now our income is XXXX est and its causing me to miss work, call the crisis line, call my providers, im angry, depressed, marital problems. I stressed to XXXX  i was in the XXXX  and then in XXXX for a period of time and have a string of emails and documents that show a trend of delaying tactics and I was almost begging for a repayment plan. I was previosly on fmla then unemployment for 4 months or so and we have XXXX XXXX XXXX  and my wife is a nurse but only works weekend. They are saying so many different things and i find out about deadlines when I call. I tried to pay XXXX to bring it down and they said you cant, ( i applied for a repayment plan at a 12 month period if possible is what i asked ) They asked for documents. Then more documents. I was late but I stressed I have XXXX XXXX XXXX XXXX XXXX XXXX XXXX right now please let me submit the stuff. They asked for my XXXX money info. I sent my award letter they said we need 3 months worth not award lettter. So I sent them my va.gov payment history with the last XXXX of the acct its sent to and they said no we need to see it in your bank. then now i cant even get the repayment plan because i hit some kind of 150 % mark. They offered me another loan modification after that over the holidays and i didnt get a notice, i found out bc i called them to see whats going on and they hit me with we cant do it and it expires on the XXXX of XXXX. I submitted a XXXX complaint and got a called from a supervisor. She took all my points down that this hardship program is creating me a harder hardship. I tried to address it months ago and now its XXXX and going to be foreclosed soon. She relayed to XXXX XXXX my concerns and they said they cant. They said if you have a new hardship you can submit a new loss mitigation packet. I said this is just wrong and it was on XXXX XXXX i called the VA XXXX XXXX i was distraught since then until now. Had to call the VA hospital for therapy to help me calm my thoughts. My marriage is not great bc my wifes credit score went from execellent to almost poor now. My va loan advisor got involved on a XXXX way call to help me and the XXXX rep said the VA limited there options and she stopped him and said that does not apply to me because the date of it. She made sure that he realized he made a false statement about my loan being limited by a VA loan program/policy issue. Furthermore, my foreclosed date is coming up im missing work and callled lawyers for advice but getting no where. We are thinking about selling my car. My dad died and i rebuilt it. He died from XXXX XXXX 3 years ago and i just dont want to let it go its too emotional for me and now we dont have time. I want to sue them for this because its so wrong. You dont do this to families that are trying, you dont do this to veterans knowing they have valid health issues and take their homes. It feels like Im falling out of an airplane, i was told i had a parachute but there is no cord. So there NOTHING i can do but lose my home at this point, borrow money from family and i only have til the XXXX. There is a foreclosure stoppage program with the VA. I never got real help. My phone records show that i made all the calls. My emails show I made all the efforts. This is not right and I cant lose my home. Im a XXXX XXXXXXXX, just got the job and had other debt so i asked for a simple repayment plan that we can afford. my wife is a nurse. We can afford a repayment plan but they send loan modifications with triple or double the interest rate. Lawyers say file bankruptcy or let us work on removing the fees in the process of this loss mitigation and then you accept the loan modification but our fee is XXXX and XXXX a month. It doesnt make any sense. Businesses are businesses, but to do that without providing an actual positive or even neutral decision is unethical. Yes i missed payments, i didnt manage my finances, but i was in distress on multiple occassions and thats what the hardship program was for. I have this all documented with dates and they cant do this to veterans. This is unacceptable and I want to file a lawsuit. I just got back on my feet and now im XXXX XXXX XXXX XXXX  trying to make sense of this I cant focus on my family or my job and I service veterans. I have like 2 days of paid leave left. Im going to have to borrow money from someone cause both our credit scores are now very low. My house we bought from my in laws who planned to retire and move. We bought at appraised value. Now the value went up and this is happening and I can prove 100 % that they got us to this point, even if it was my fault for not keeping track in the midst of all my service connected problems. I tried to fix this in the beginning. They seemed to beat around and now we are here. The worst experience Ive had with any type of customer service or company ever. 
( i called asking for what they have about my calls and what notes, this is their timeline ) XXXX - ( i called them ) realized my lender was not XXXX XXXXXXXX anymore and it was freedom mortgage first contact. questions about my mortgage, intro call. 
XXXX - called asking how the late fees work when we did not know they switched. 90 day grace period they said. im behind on payments started new job XXXX - discussed hardship programs. didnt keep track of payments dealing with XXXX XXXX  and employment issues during the unannounced switch. 
XXXX - went over the programs again XXXX - submitted loss mitigation paperwork XXXX listed that my WIFE her name, that she asked for loan review. she did not call that day. I did. and when you call you say name and last XXXX. I called ask whats the status?????? 
XXXX - called asking about a 12 month plan. now the debt is going up and up they said submit and we will take a look XXXX i checked in again still working on it XXXX- they rejected the plan and said you need to submit a new application everytime XXXX - labeled as " signed '' XXXX - loss mitigation was reviewed XXXX - said I needed more documents i submitted more documents. 
( I said ty and stopped conversation ) Called them yesterday XXXX asking some more phone call and note questions and got this timeline XXXX - I asked when did my house get into a foreclosure status? incomplete packet went to an attorney office foreclosure status XXXX XXXX -discussed repayment program again, pleading for reconsideration XXXX - loss mitigation did a full XXXX XXXX - needing complete 30 days pay stubs XXXX - How long do I have left? i have an email from freedom mortgage supervisor saying my home status is incomplete loan modification but i didnt submit a new hardship application? I asked, thats not possible but tell me please, how much time do i have? when will it be foreclosure sale? XX/XX/XXXX. 
XXXX XXXX. 

Now what ... ....

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