Consumer complaint received 2019-02-02
Company: Freedom Mortgage Company
State: FL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
I'm filing a complaint on my mortgage company Freedom Mortgage due to the fact that I continuously receive miscommunication regarding my loss mitigation application for several months now. It seems as though freedom mortgage refuses to mark my application as complete to review my FHA loan for loss mitigation foreclosure prevention options that may be available to me as a consumer. Im going through a hardship due to a reduction of income Ive sent Freedom mortgage several months of financial documentation and continued to be asked for another letter of explanation signed and dated. Freedom mortgage encourage me to apply for loss mitigation assistance when I advised the reason my payments fell behind however Freedom mortgage deliberately continues to delay my application to collect more fees and force me to foreclosure. I have never been contacted by any point of contact from Freedom mortgage regarding my loss mitigation application and have made several phone calls and have not received any call backs, so customer service advise I call 1-2 weekly to check the status of my loss mitigation application. 
When I submitted my application with freedom it took several weeks just to even get clarification on what I needed to correct on my application finally after submitted all documentation made all necessary corrections. I received a letter dated XX/XX/XXXX stating my application was facially complete as of XX/XX/XXXX and a final decision is expected to be communicated within the next 30 days. So I wait patiently and continue to call multiple times weekly regarding my application. Called XX/XX/XXXX was advised the underwriter is now requesting another two months bank statements, another thirty days pay stubs, and another letter of explanation signed and dated. All documentation was sent to them promptly via email on XX/XX/XXXX. Days later I then received a letter in the mail dated XX/XX/XXXX stating my application is incomplete the underwriter needs another month of pay stubs and letter a explanation signed and dated, nothing about bank statements. After I sent the additional documentation requested I receive another letter in the mail dated XX/XX/XXXX saying again my application is again facially complete as of XX/XX/XXXX a decision is expected to be communicated within 30 days. Waiting for a complete letter calling weekly I now get another letter dated XX/XX/XXXX saying my application is again incomplete and it order to complete my review Freedom mortgage is requesting another letter of explanation signed and dated. This letter was very disturbing, this would have been the fourth letter I sent to them with a signed and date letter of explanation of my hardship. I immediately signed and dated another letter of explanation as requested via email on XX/XX/XXXX. I received another letter dated XX/XX/XXXX that as of XX/XX/XXXX my application is again facially complete this would be the third time in three months. This has been a long process as they refuse to complete my application which seems to be delayed to collect fees and other charges such as inspector fees. Recently I called again to check on my application on XX/XX/XXXX and im being told per FHA freedom mortgage needs a letter from my employer saying my hours have been reduced which shows on the pay stubs already sent. The customer service mentioned he didn't know why the underwriter would even ask for that when it shows a reduction on pay stubs. Please investigate my complaint as Freedom mortgage inability to service my loan, Freedom mortgage refuses to review my loss mitigation application to prevent foreclosure.

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