Consumer complaint received 2022-12-27
Company: Freedom Mortgage Company
State: FL
Product: Mortgage
Sub-product: VA mortgage
Issue: Struggling to pay mortgage

Complaint:
During Covid19, XX/XX/XXXX I was approved for a forbearance on the VA loan with Freedom Mortgage. 

I took the forbearance for a 12 month period and at the end of the forbearance I communicated with Freedom Mortgage I was ready to accept the VA partial Covid19 Refund Modification I was eligible for. I received the notification I was eligible in XX/XX/XXXX. It was never mailed to me so I called and found out from an associate I was eligible. She said all I had to do over the phone was to agree that I accept the terms while on the phone and they will send me the final paper work by mail that will need to be notarized. This was beginning XX/XX/XXXX. I called again beginning XXXX of XXXX still not having received final paper work. 

I finally received final paper work end of XXXX XXXX XXXX. Scheduled the notary and met with them. We couldn't do the paper work because it was sent in my XXXX 's name. He died XXXX and I inherited the property that is now my residence since. We called Freedom Mortgage while together and the rep apologized and said they would fix that right away with my name and return the paper work. 

I called once every 3-4 weeks after that and still no progress on the paperwork. The rep I spoke with from Freedom Mortgage said to start paying the new outlined modification mortgage P & I starting XX/XX/XXXX and I should be good to go once the paperwork gets to me. Still no paper for months and me calling once a month asking for a time line. 

Sometime this summer Freedom Mortgage now says after months of no progress they now need to make me successor in interest. asking for all the same paper work I sent them in XXXX of my dad 's death and my court signed paper work that I was his representative. So that also drug out through fall sending them paper work I had already sent them and in XX/XX/XXXX they added one new requirement. My birth certificate showing I was related to me dad. 

Now all this time has passed with me following and submitting everything they have asked for and paying the mortgage they told me to pay per the new modification to the loan to find out my home is now in the starting processes of foreclosure. I was told by Freedom Mortgage that I wouldn't have to pay a lump some for qualifying for the refond modification. 

I have done my part and have listened to the associates each step of the way to secure the final paperwork for the modification of the partial VA and the last minute, we need to confirm me as an successor in interest. 14 months Freedom Mortgage has dropped the ball in communication between departments, and to me, Freedom Mortgage now says the original offer Covid19 modification is withdrawn and another process of setting up a new one will disqualify me having the better interest rate now the have come up. 

They messed this whole scenario up by not following through internally.

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