Consumer complaint received 2022-07-14
Company: Freedom Mortgage Company
State: VA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
Shortly after the start of the pandemic, approximately XXXX of XXXX, I started having difficulty making my loan payments to Freedom Mortgage. During this time, I approximately XXXX of XXXX, I applied for all the programs that was being offered to see what I was eligible for, and was approved for a lower rate, and payment. The default amount was supposed to have been moved to the back of the loan or XXXX XXXX which I was supposed to payoff upon sale of my home or future refinance. Contrary to me changing my name nearly a year prior, when they sent the docs for me to notatize, XXXX failed to appropriately update my name in all areas of their system resulting in me not being able to get the docs notarized, and I had to wait for new docs. During this time I was both directly and indirectly impacted with Covid and XXXX XXXX XXXX XXXX XXXX  lost time from work from XXXX until XX/XX/XXXX, yet I was still in constant contact with my mortgage servicing inquiring into when I would received docs, and each call was provided with different conflicting information, was even told do not make any payments until I received new docs, attempted to make payments online on Freedom Mortgages website and was blocked from doing so, had to schedule payments from my bank bill pay in order to continue to make payments, this went on for what seem like a year later I finally get the docs, each call was told something different, docs will be there end of this month/that month etc for months, then without warning or any notice or communication ( email, phone, call ) the documents arrived when I was out of town at a funeral. Upon return, I immediately reached out to Freedom Mortgage to provide update, that I received documents, and to accept the offer for the to schedule a notorary to come to my home the property. The notary unfortunately did not show up and did not call. I reached out to the mortgage company again to inform them of the incident. Once again Freedom Mortgage admitted ; that just as they had failed to update my legal name change, they also miscommunicated and did not follow procedure resulting in the notary failure to not show for appointment. On that call they explained the process of requesting a notary, could take upto a week, this was not communicated upon initially scheduling a notary to come out. They stated that according to notary request guidelines for their company, it was not even possible for a notary to come out with that short of a notice, although the company represenative that scheduled the appointment stated that I would receive a call and the notary would be here that Monday, that no one showed up. Due to the holiday and guidelines I was not able to get the documents notarized until Monday XX/XX/XXXX, that same day I returned the documents. I requested an extension to return documents at least 2 or more times, between receipt of documents, and awaiting a notary. I was assured I had nothing to worry about, and after getting documents notarized to return them as soon as possible, which I did the same day they were notarized. During this same period around the holidays, I received 4-duplicate letters from them same day dated XX/XX/XXXX, and received sometime during the week after of XX/XX/XXXX. The letter demand full payment of full default amount by XX/XX/XXXX, threaten foreclosure, acrual of fees, interest, court action, etc. In addition to this whole ordeal on more than one occasion Freedom Mortgage has also breached my protections under the agreement, by negatively reporting my loan as delinquent to the credit reporting agencies on at least 2-different occasions, sending an apology letter/update on correction as a result, just to turn around and report it in error again. I reached out to Freedom after review today thinking that the letter was likely sent in error, since I had returned docs notarized and was assured that I had not concerns. Upon calling I in to Freedom to confirm the letter simply was an overlap in them receiving notarized documents and that I had no concerns. I was told the exact opposite. I was told I had been kicked out of the program, had to reapply, and had no protections in place. My loan was indeed in default, apparently as of upon the date of the letter. My original docs my interest rate would have been 2.75 %, I was told if I reapplied for same program it would be 5.25 % which is more than my current rate. I feel as if I was mislead, was left under false pretenses, I feel as if this is an attempt for Freedom Mortgage take advantage of opportunity, capitalize on on the situation, and subsequently resulting me losing my home when I did everything I was supposed to do. This has caused mental distress, I am depressed can't sleep which is why I am up now XXXX am worried about my home.

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