Consumer complaint received 2022-08-11
Company: Freedom Mortgage Company
State: WA
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Struggling to pay mortgage

Complaint:
To whom it may concern, In XXXX of XXXX I, XXXX XXXX, went into the forbearance plan with my mortgage company, Freedom Mortgage. It was a six month forbearance plan that was granted an extension in XXXX of XXXX until XXXX of XXXX. I kept in contact with customer service at Freedom Mortgage throughout my forbearance plan via phone in which I was assured my loan was in good standing and we discussed the options for continuing payments after my forbearance plan expired. In XX/XX/XXXX I spoke to customer service at Freedom Mortgage and chose the loan modification option to continue my loan. At that time, I was offered a loan modification option with a 3.45 % interest rate [ Exhibit A ]. The customer service representative asked, Do you accept this loan modification offer verbally? and I responded yes. I was told the underwriter would prepare the documents and they would be sent out shortly. The discussion should be recorded as stated by Freedom Mortgage on the initially intake line. I received a letter from Freedom Mortgage stating that I had done everything on my end and they had done everything on their end but they were waiting on an updated title report and title policy [ exhibit B ]. I called the mortgage company several times, at least once a month, throughout the next couple months in which every time I was informed the underwriter was working on the loan and the documents should be sent to me shortly. I never received the documents, however, every time I called Freedom Mortgage they told me it was a mistake on their end and they would put my account into review and I should hear from them shortly. That has been the response from Freedom Mortgage for the past eight months now. They told me my payments would start in XXXX of XXXX and I resumed making payments at that time based on the total I was quoted with the 3.45 % interest rate from the loan modification. I have made my payment every month since. In XXXX of XXXX when I spoke to Freedom Mortgage over the phone they finally told me they were sending out the final loan modification documents. When I received the documents [ Exhibit c ] I was not given the agreed upon 3.45 % interest rate but a 5.1 % interest rate with a higher payment. I called them and they told me to hold off on the documents, they would put the account into review and I should receive an answer soon on whether or not I was still eligible for the 3.45 % interest rate. I was told they would put an extension on the 14 day deadline for 5.1 % offer on my current documents as a precaution and I should hear back from Freedom Mortgage and receive the documents for the loan modification from my initial offer of a 3.45 % interest rate. I have called every couple weeks and they continue to tell me my account is in review, waiting to hear from the underwriter, and no action will be taken against my loan until an answer is received from the underwriter. Yesterday, I received a certified letter from freedom mortgage stating my home is in pre-foreclosure [ exhibit D ]. Freedom Mortgage claimed they have been unable to reach me and I have 30 days to respond. This has been a very unsettling and disappointing experience. On a personal note, I have XXXX kids currently living in the home, XXXX of my own and XXXX step-children, and after the stress and financial hardship of a global pandemic we are recovering and making our mortgage payments but feel as though Freedom Mortgage is attempting to refuse to process our requests and trying to take our home. 
I spoke to Freedom Mortgage again today, XX/XX/XXXX. I was told the Loss Mitigation had been taken off our account and our loan was not in review even though on the XXXX of XX/XX/XXXX when I made our payment I weas told our account was in fact under review and we needed to continue to wait for un underwriters approval. I was told today we needed to restart the Loss Mitigation process and interest rates have continued to incline and it may again increase our payment. I accepted ; however, I was not given another option other than foreclosure on the 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