Consumer complaint received 2022-06-14
Company: Freedom Mortgage Company
State: GA
Product: Mortgage
Sub-product: VA mortgage
Issue: Struggling to pay mortgage

Complaint:
In XX/XX/XXXX, XXXX XXXX XXXX XXXX had a severe case of XXXX and almost died. According to his doctors, a lot of the problems he continues to have likely are related to the aftereffects of XXXX. He has been hospitalized XXXX  times and has been in rehab XXXX times where he remains at the present time. 
In XX/XX/XXXX when XXXX became so sick XXXX of Freedoms employees asked me about a Covid Forbearance and we accepted. It ended on XX/XX/XXXX. 
Since then, we have been working with Freedom Mortgage to finalize the Cares Act plan extended to us. I continue to complete all the paperwork requested over and over. In the beginning, I was directed to complete paperwork online and did so several times before I was informed that they wanted it done by wet copies, signed, and dated by both of us. Nobody told us this the first XXXX or XXXX times that I completed packages. I have sent in all paperwork at least XXXX complete times and some of the documents have been sent in XXXX or XXXX. I was sending things in by regular mail. Now I am doing everything by PDFs, and I am emailing so I have a paper trail. 
Getting all paperwork signed and dated by both of us each time they need a new package is extremely hard. XXXX is over XXXX miles from our residence and with the price of gasoline it is hard to go get things redone over and over. 
After numerous phone calls and receiving different information from multiple representatives including staying on the phone for almost XXXX hours at a time to get to a contact person that I am working with now. She is trying to help but it is still very cumbersome and is asking for documents or more proof of things we have previously sent. For example, she is having a hard time getting underwriting to use our bank statements as proof of XXXX. They now have XXXX or XXXX bank statements showing our XXXX being deposited every month. 
We are in bankruptcy and in XX/XX/XXXX Freedom Mortgage notified their attorney that we had been turned down for any help under the Cares Act. This isnt true, we had not received a denial and were still in the process of completing the process. At that point, it had not been but XXXX weeks at that point since our Forbearance had ended. 
XXXX was a XXXX-plus-year veteran, and we refinanced our home with Freedom Mortgage with a VA three-year adjustable A.R.M XXXX Loan in XXXX knowing we could lock in at any time during the XXXX years and the remainder of the loan would be set at that rate. 
In XXXX, when I saw that our three-year A.R.M. would be soon ending, and we needed to lock in on a low-interest rate, I asked about locking in our rate and was told we could not do anything until we were out of our Forbearance period and our loan was settled according to the Cares Act. 
They have been dragging their feet and not settling this however, they are raising our interest rate effect XX/XX/XXXX, and our house payment is going up over {$100.00} a month. Plus, we must worry about the extra money that we owe them from the Forbearance time. 
This has been an absolute nightmare. My husband is sick and what was supposed to help us hurts us every way we turn. It is causing us stress and we are worrying about how we are going to pay for our home; all because we excepted help in a time of need.

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