Consumer complaint received 2023-07-25
Company: Freedom Mortgage Company
State: SC
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
XXXX of XXXX, my home was taken out of my BK. I had an issue where my BK attorney wasn't keeping me informed on the house payments going up, or escrow coming up short. So since then I have been working directly with the mortgage company trying to get everything fixed and resolved. I received paper from the state XXXX of XXXX saying they were starting the foreclosure on my home. So in XXXX of XXXX I started the loss mitigations process, and I sent the paper into the attorney that was in that paperwork letting them know what my plan was and that I am working with the mortgage company to resolve the issue. My mother in law is on my home loan with me as a cosigner, so we did a quit claim deed taking her off and filed it with the county I live in and the home is in. I was told that we could use that so I would be the only one signing the papers. So I got all of that done and sent in a copy of the paperwork filed with the county and the quit claim deed into the mortgage company. It took months for them to get me the correct paper work because the first set still that my mother in laws name on them, when they were not supposed to. So I made payments to them in XXXX, XXXX and XXXX of XXXX like they had stated in the papers. Well since they had to draft new papers up without my mother in laws name, they would not take any payments until the new papers were drafted and sent to me. I started making payments that they said to resume in XXXX of XXXX and singed the new papers in XXXX of XXXX. I sent those in, and I did not signed them correctly, I left my middle initial off. So they emailed me another copy to get signed and notarized, which I immediately did and sent back in. It was up loaded on my account XX/XX/XXXX of XXXX. We call every week to keep track of things and to stay on tops of it. We were told it was accepted by the underwriting dept and that it was now waiting for approval?? Well that came back that they, did not accept it because of the quit claim deed. I was told that they would not accept the papers with just my name that both had to be on it. So they sent another copy out with both our names on it, but I have XXXX in South Carolina to sign for her, signed those and sent them back. As of XXXX XXXX I spoke with a gentleman from the mortgage company that said there was no reason they should of denied our last set of paperwork because they have a copy of the quit claim deed and it is filed with the county so that makes it legal. His agent number is XXXX. He was the most helpful person that I have spoken to at the mortgage company. He told me they will redo the paperwork and send it back out once again to be signed, notarized and sent back. We keep getting the run around on everything and I am not going to loose my house while I am trying to do everything I can to keep it, and constantly stay in touch with the mortgage company. So I was told by that agent on the XXXX and another rep when I called a week or two after the XXXX, that we are still protected under loss mitigations and they will have it out to us within 30 days from XX/XX/XXXX. Today XX/XX/XXXX I had a police officer at my door with the same papers that were served to me last year. I called the attorneys office listed and informed then of the situation and also called the mortgage company to let them know. I am so over going round and round with this company on trying to get the correct paper work done, and I refuse to loose my house when I have been very cooperative and I am still making payments to them and they are accepting them.

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