Consumer complaint received 2019-09-28
Company: Freedom Mortgage Company
State: UT
Product: Mortgage
Sub-product: VA mortgage
Issue: Struggling to pay mortgage

Complaint:
In XX/XX/XXXX I was injured on the job. It took about three months for workers compensation to okay the claim, which gave us little income for that three months. We contacted our creditors to let them know our situation including our Freedom Mortgage company. They worked with us with a forbearance program of which we made out payments on time. I was out of work for one year and by that time it showed us way behind on our payments with Freedom.

The Freedom 's loss mitigation had us fill out a packet again to see what they could do to help, but we were also trying to catch up with all of the other creditors. We put the packet together and sent it off for the underwriters and we went on another forbearance. In XXXX of XXXX my XXXX was so damaged I needed it to be XXXX so I was out of work again for another five months before returning to work ; forbearance for that period. Freedom Mortgage seemed to understand and help as much as possible and we were very grateful for it. 
In XXXX or XXXX of XXXX we received a letter from Freedom saying they were putting us on another forbearance for three months of which we were suppose to make the payments each month on time. This payment was of the amount of our normal monthly payment. We complied with their request making the payments and filling out another loss mitigation packet hoping to get what was owed put at the end of the loan so we would be back on track with the loan. The packet was filled out and sent the last part of XXXX and verified they received it by phone. They called back after the underwriters had looked at it saying there were parts missing or not filled out correctly. They were rectified and returned just to get the same message that it wasn't complete. We made the XXXX house payment, but on XX/XX/XXXX we received a letter from Freedom saying " Please be advised that a foreclosure sale of the above-referenced subject property is scheduled for XX/XX/XXXX ''. They also stated that according to their agreement that our loss mitigation application was received less than 37 days before the scheduled foreclosure sale that they don't have sufficient time to review and stop said foreclosure. Also, we came home one day and found a note on our door stating that we had 45 days to vacate the premises. 
The problem I see with this line of thinking is they keep finding little things that stops the process and we need to do it all over again or complete a form correctly. This ate up so much time that it appeared to us that Freedom was just delaying that process so they could foreclose and end the contract : they just want our home it appears and they did whatever needed to be done to accomplish just that. One of the statements made by their representative was " The IRS requires it to be exact '' when in fact I did what was asked on the form. Back and forth for weeks until now we are in this situation and see no way out of 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