Consumer complaint received 2021-12-30
Company: Freedom Mortgage Company
State: PA
Product: Mortgage
Sub-product: VA mortgage
Issue: Struggling to pay mortgage

Complaint:
Requested Covid-19 Forbearance - approved for XXXX XX/XX/XXXX -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- While in granted forbearance status, we did not pay XXXX, XXXX, XXXX.. payments. 
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- Income resumed in XXXX, so we started making regular payments again and paying additional sums on past due amount. 
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- In XXXX, a XXXX Veteran Real Estate Tax Exemption was granted by state of PA ( XXXX ) for current tax year. We sent the documents into Freedom Mortgage and they debated the validity, then said they " updated the tax lines '' on the account. Nothing changed. 
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- We requested that they update the past due mortgage amount to reflect zero tax obligation for XXXX, XXXX, XXXX ( XXXX ). They denied the request. They also denied a request to update the future mortgage amount due that increased due to an annual escrow audit. 
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- Freedom Mortgage stated that "... due to being in the process of a modification, an analysis has not been completed. The new payment amount reflecting the exemption will be included when the modification documents are finalized. '' ( see attached ) -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- We do not want a loan modification. We submitted the paperwork because Freedom Mortgage stated at the onset that ( in the packet ) that there would be no options at the end of the forbearance if we didn't submit the documentation they required. 
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- We don't desire modification - just to become current on the loan and exit the COVID-19 forbearance by its expiration on XX/XX/XXXX. 
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- We are not getting a current amount due with transparency. The XXXX veteran tax exemption is not being reflected in the past due or future amounts due and this creating additional hardship for us! What will they do with the overpayment? Or when will we receive it back? Who knows. No transparency. 
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- Freedom Mortgage has sent delayed statements, and there is no transparency or accuracy with the online amount due. We just paid the " total amount due '' of {$2400.00} yesterday and today there is now {$120.00} showing as the total due. So we paid that today and no sooner did it update and state {$1500.00} is due. We'll wait for the next month 's statement which won't be accurate and this is what we have to work with. 
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- Additionally, Freedom Mortgage breaks down a single payment sent in several ways, " suspense, payment received, payment posted, funds received '' so it is hard to know what you've paid. Is this even accurate? You won't know because they only show you limited account information when you're in a loss mitigation status. 
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- We just want to know what we owe. We want to see it itemized so we are not overpaying. We want our tax exemption to be honored and our account to be updated so we aren't paying unnecessary amounts of money to catch up, only to have it held by freedom mortgage and refunded later. We shouldn't have to pay money that is not due because Freedom Mortgage doesn't want to review the account for the tax exemption. That's roughly $ XXXX. because they just won't review it!

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