Consumer complaint received 2023-10-11
Company: Freedom Mortgage Company
State: GA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process
Sub-issue: Payment process

Complaint:
Buckle up. where do I began. 2017 I was in a bad car wreck. It put me out of work for 6 months. I had no choice. I had to file bankruptcy. Bankruptcy is another story. For Freedom Mortgage, after bankruptcy this is where the nightmare began. While I was in Bankruptcy I was making my payments as well as Bankruptcy and I was making full payments. Most months I paid more than my payment. My time frame may be a little off, but 1 year after bankruptcy Freedom Mortgage said I was behind in payments, but when they look at their system they're saying that they see I have been making my payments. For over a year every time I called talking to a different person every time, I was told I was behind in my payments, but when they look in their system they see I was making my payments. I would always ask how I was behind when you see I'm making my payments every month and as always they would put in for a review. So I started sending my payments certified with a mail back receipt that they sign. I have been doing that for almost 4 years now. I even started recording some of the phone calls of Freedom Mortgage. On 2 occasion I have their supervisors on recording stating I was not behind and that they see where I was making my payments and not missing XXXX payment and to keep doing what I'm doing. So they decided to put me on a forbearance plan until they get the issue straight. Not knowing that was bad for me and my credit. So I was on that plan for 3 - 6 months. I call back after that time ended and I was told again from another person I was missing payments and I tried to talk to the same supervisor. All I got was a voice recording. Never did talk to that person again. Again I was put on another forbearance plan for 3 - 6 months. So I decided to seek help, because now they are trying to take my home. I called over 100 lawyers and all I heard was I don't handle that type of case. Here is the bad thing. MORTGAGE companies like FREEDOM MORTGAGE know this. They know how hard you will find help and that's why they do what they do. I did find a lawyer that did look at everything I had and what Freedom Mortgage sent me for over 4 years. After looking at a few pages, he found the problem. Freedom Mortgage is saying they never got any payments from bankruptcy. Everyone know bankruptcy paid Freedom Mortgage. That lawyer never did finished the job I paid for. That is also another story. By this time Freedom Mortgage has started foreclosure. So now it time to find help again. It took days calling lawyers again. I found 2 lawyers that are willing to take the case and both lawyers said I have a case. BUT. It's going to take a large amount of money. Lets say {$350.00} - {$500.00} a hour. So I called Freedom Mortgage asking to talk but this time talking to a man that says he was over everyone. Not going to say his name. Ok I told him everything that was found and he told me to get proof that bankruptcy did send payments and that would fix the problems and he gave me his email to send it to. He as well as I did not think I was going to get that info. I did not even know where to start. I'm no lawyer. So I called bankruptcy court and told them what was going on. I have to say they got mad because Freedom Mortgage said they did not get any payment from them. While I was on the phone with the court, she sent everything to my email and had me to open it and walked me through it showing that Freedom Mortgage was paid through a XXXX party company and from there it was sent to Freedom Mortgage and they cashed the check at their bank and the date they cashed all checks. So I emailed everything to this person at Freedom Mortgage. Remember at the beginning I said buckle up. Now this ride is going to go fast. I Called Freedom Mortgage 2 days after I sent everything to this person to speak to this person and as usual this person would not talk to me PERIOD and everyone I'm now talking to is RUDE and SHORT. They are now saying I'm missing payments from XXXX to now. The date is XXXX and this was last week. Over {$13000.00} I'm now behind. This is what they are now saying. Now I'm back to square XXXX. I told them what I've been saying all along. I'm not behind and I send My payments certified with a mail back receipt. I was trying to tell the Lady I was talking to at the time the payments I have made ever month up to XXXX I was cut off rudely. You have to send us proof. I was giving and emailing to send proof of payment. What Freedom Mortgage didn't know was I already had that in hand. Since all of this has started I made copies of everything I do with Freedom Mortgage. Bank statements, bank drifts, and images of the checks I send every month and the dates they cashed my payments. I sent all of that to their lost mitigation department last week. Today when I got home Freedom Mortgage sent a package by XXXX about some type of agreement saying if I don't pay the {$13000.00} of what i supposedly owe that they would take my house. The question I have is where is all my payments going? They want me to pay for something that has already been paid for. If I don't pay, they want to take my home one way or another. This is my home. I worked hard for it like so many others. This is my dream home. I'm living where I always wanted to. I didn't even apply for a loan through Freedom Mortgage. I went through a bank for my Mortgage not knowing that a bank would just up and sale out like that hurts. That's fine that they did, but let the customers find choose who they want as a mortgage lender. Someone like me is going to do their homework before going with anyone like Freedom Mortgage. Freedom Mortgage is out here destroying families. Putting people through so much hardship. I have been fighting with Freedom Mortgage for 4 years and I can't do it alone. My daughter and I tonight have read so many complaints against Freedom Mortgage. All I want to do is put out a compliant of what has been done to me by Freedom Mortgage.

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