Consumer complaint received 2021-03-26
Company: Freedom Mortgage Company
State: FL
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
I bought a home in XXXX Fl with a VA loan XXXX of XXXX thru XXXX XXXX. Due to Covid I was forced to use the forbearance program for five months from May- XX/XX/XXXX ; because when I arrived in Florida on XX/XX/XXXX everything was immediately shut down and this adversely affected our business. 

In XXXX I asked for the forbearance due to shut down. From XXXX of XXXX until XXXX I took the forbearance program and in XX/XX/XXXX XXXXXXXX XXXX offered me a loan modification of which I accepted. ( see supportive docs ) I was to make three trial payments for the starting in XX/XX/XXXX and ending in XX/XX/XXXX. Once all three payments were made, the modification was to be finalized. 

I made XXXX and XXXX payments to XXXX and then my loan was transferred to Freedom Mortgage to be the new servicer. 

Both XXXX and XXXX payments were transferred by XXXX to Freedom and I made XX/XX/XXXX payment directly to Freedom. 
I received a welcoming letter from Freedom and then started receiving multiple notifications that had numerous errors regarding how much was owed not only in payments but in escrow account.

This began my phone, email, mail and upload communication with Freedom to not only resolve the incorrect information, but to get updates on when the modification would be finalized.

I have had multiple phone conversations ; each time with a different representative because they will not allow you to speak to the same person twice. In each of these conversations the story from the Freedom representative changed from the previous rep. ( see call log ). From being told I would receive my loan modification documents the first week of XX/XX/XXXX, to it would take 30-45 days from last trial payment, to the docs are ready to send and you will receive them by such or such date. 

Many times because I complained about getting a different story each time I called ; the rep I spoke too promised to call me back with updates. None of those promises of a call back were kept, until one last week. 

As of today, over 180 days since I started my trial modification and over 90 days since my last trial payment ; my modification has not been finalized and I have received no such documents as previously promised. 

I have been on the phone weekly and all they tell us that it is still in process. There has been supervisor who gave us an actual date, neither of those promises were kept. 
After the trial payments were complete, I sent a payment to make up the difference between the trial payments and the original loan payment ; as well as full payment for XXXX, XXXX and XX/XX/XXXX. 
Each month I am sometimes told I dont have to make a payment, or I have to make a payment in any amount or I have to make full payment, while my modification is continually delayed. 

The last story from XXXX on or about the XXXX of XXXX I was told my modification was in QA and would be finalized by XX/XX/XXXX and he would call me with an update on XX/XX/XXXX. He was the first that actually kept his promise to call. Yet, I missed the call due to my phone not being charged. 
I called him back the following morning of the XXXX and were not able to speak with him. Yet once again the rep I spoke to told me that docs were in QA and to make my payment. I insisted on talking to XXXX to learn why the docs were not completed by the XXXX of XXXX as he stated and was only told he would call me back next week. 
And the saga continues. I am told a different story each time I call, no one will back up any statements they make with an email. ( truly suspect ) and I am left with no resolve despite me diligently following the terms of my agreement. 

I spoke to VA representative, XXXX XXXX, number XXXX and Ms. XXXX in late XXXX and she called and emailed Freedom and was told something would be done by the following week. So she was lied to as well. 
There are multiple bad reviews regarding Freedom Mtg ; all with the same or very similar complaints as mine and sharing same behavior of the representatives.

I did not originate my loan with Freedom and would never have. My loan was transferred from XXXX to Freedom even though I was told upon origination of the loan that XXXX would remain the servicer of the loan. 

So my complaint although mostly about Freedom Mtg is also about XXXX transferring the loan in the middle of a trial period to a lender who has yet to follow through with the agreement. 

Besides the multiple bad reviews on Freedom mortgage. I have been advised by other loan companies that this kind of practice is probably fraudulent. The refusal to back up in writing what they say or promise and the refusal to speak to the same person, as well as holding me XXXX by continuing to delay an agreement I already signed for a loan modification. Freedom mortgage is benefitting from a much higher interest rate of the original loan at 3.25 % as opposed to the rate offered in the modification of 2.25 % and even lower rates that have been available during the last 180 days ; is typical of a fraudulent organization. They are causing me to possible lose out on a fast track lower interest rate VA refinance ; as this can not be done until the modification has been completed. 

Reviews https : XXXX https : XXXX ***************************************************************** Call Log XX/XX/XXXX Called in response to letter containing incorrect figures Asked for XXXX who was stated to be our single point rep. XXXX not available Spoke with XXXX XXXX assures us modification was approved, final docs being prepared and would receive by the 1st week of XX/XX/XXXX We asked her to send us an email confirming what she said, she refused, XX/XX/XXXX Spoke with XXXX first and transferred to XXXX Explain to XXXX in account resolution ; regarding additional incorrect figures regarding amt owed were incorrect and Summer had not corrected as promised. 
XXXX explains all funds we sent would be applied to the info for the final modification and should receive final modification docs in XX/XX/XXXX XX/XX/XXXX No docs received. 
Called and spoke with XXXX to get update on final modification docs that were not received as XXXX and XXXX promised. And to find out why the total owed figure was still not corrected as XXXX promised to do. 
XXXX said she would correct figures that XXXX had not and that she would send an immediate request to underwriting for final approval and to order documents. 
She assured us that Freedom would honor the Loan Modification agreement between me and XXXX and said Freedom would do whatever they could to make sure the interest rate was lower than original loan to make it affordable. She also explained we were protected by RESPA and said she would call us back in the evening with an update. 
She never called back. 
XX/XX/XXXX XXXX XXXX  EST Spoke with XXXX to find out status of Loan modification documents. 
She had to transfer us to a single point representative at XXXX XXXX We were transferred to XXXX employee # XXXX in loss mitigation dept. 
XXXX said docs still not completed, advised us to continue making payments and said the final docs would be sent to us within 30-45 days of our final trial payment on XX/XX/XXXX. 
We explain we are sick of getting a different story each time we call and XXXX transfers us to a manager at XXXX XXXX EST Transferred to Ms XXXX employee number or extension XXXX Ms XXXX explains again it can take 30-45 days from final trial payment of XX/XX/XXXX. She states the docs are being worked on and we should continue to make payments We asked her to give us the amount to bring all trial payments up to same amount of regular payments. Told us {$95.00} XXXX 
She advised we could make any amount of a payment and still be protected. Made a payment of {$95.00} on XX/XX/XXXX to bring the amount they were holding in limbo equal to a full payment so it could be applied to amount owed ; as well as the full XX/XX/XXXX payment of {$1700.00} on XX/XX/XXXX as to bring us current. 
We called and spoke with XXXX and he said loan modification should be done 30-45 days from XX/XX/XXXX. 
This was yet a different story from all the other stories we were told. 
XX/XX/XXXX We tried to first make the XX/XX/XXXX payment online by logging into our account. The site was not functioning. 
We called and spoke with XXXX. And made the payment by phone. 


XXXX XXXX Contacted VA for assistance with Freedom Mtg Spoke with XXXX XXXX, she contacted Freedom by email and by phone. 
They told her we should have something by next week. 
We never received anything. 
VA Numbers XXXX USE THIS NUMBER XXXX XXXX XX/XX/XXXX Employee # XXXX XXXX. 
Spoke with XXXX and she said loan modification. 
Should be completed by Wednesday XXXX. 
Main office is in NJ XXXX XXXX XXXX XXXX XXXX transferred us to Supervisor XXXX # XXXX Said documents had to be completed within 10 days from XX/XX/XXXX. 
XXXX said he will call on XXXX. 
And we were supposed to have documents to us by XX/XX/XXXX. 

Supervisor XXXX assured us he was sorry we were given so many different stories and he was different from the rest and he would make sure our concerns were handled and the Documents would be expedited. 

He never called even though he promised over and over. 

XX/XX/XXXX Manager XXXX XXXX Id XXXX told ua docs were in QA Were told 5 to 7 ( business days ) from the XXXX we should have our documents. He ( XXXX ) will call on Wed XXXX no later than XXXX Eastern. Also he will send a msg to XXXX to call us. 

XX/XX/XXXX XXXX called late in the day, we missed the call. 
We did not receive any docs as XXXX had stated. 

XX/XX/XXXX. Called asked for XXXX and he was unavailable ( of course ) and talked to XXXX # XXXX She read XXXX notes to us that he had left for when we returned his call. XXXX said make your payment for XXXX ; the docs were still in QA and Once again said XXXX would call next week Once again I explained no one gives us a straight answer or they pretend to and no follow thru. 
It is over 180 days from the beginning of the modification trial and over 90 days from our last trial payment on XX/XX/XXXX. 

Payments made to honor our end or agreement signed XXXX XX/XX/XXXX trial period XXXX XX/XX/XXXX trial period XXXX XX/XX/XXXX trial period XXXX. XXXX XX/XX/XXXX ( to make up difference of trial payments vs original loan payments. ) XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX ( we made this payment later as we were expecting the loan docs as XXXX promised and did not want to confuse the figures once the documents were finalized.

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