Consumer complaint received 2022-01-19
Company: Freedom Mortgage Company
State: FL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
To whom it may concern : My name is XXXX XXXX and I am stressed. My mortgage was previously serviced by Freedom Mortgage. 
Upon loss of income due to not being able to work during XXXX XXXX I kept the dialogue open with Freedom Mortgage to inform them of my current financial situation and I was placed on a forbearance plan. As I started working again, I immediately contacted Freedom Mortgage to tell them I would like to resume making payments on my Mortgage. 
Freedom then reviewed and decided that I qualified for a Covid Relief Loan Modification and offered to bring down my interest rate from 5 % to 3.125 % ; and my principal loan balance would remain at {$200000.00}. I accepted these terms and agreed to begin making payments on XX/XX/2022. 
I called Freedom Mortgage today XX/XX/2022, to inquire about getting my declaration page for the forced placed insurance and asked where to send my new homeowners insurance information because I was paying forced placed insurance at a premium. It is then that Freedom stated that they did not have any information regarding my loan because the mortgage has been serviced released. They stated that my mortgage was transferred over to XXXX Mortgage and was sold. I was never notified of any such transfer, and I was not notified prior to any change. I was not provided any notice or any information or correspondence from Freedom or XXXX. I never even heard of this servicer. Freedom provided me with XXXX phone number and stated that I needed to call them because Freedom no longer has any information regarding my mortgage loan. 
I immediately contacted XXXX, and they were rude to me, and did not have any information on file for me after I pressed, they transferred me over several times, and stated that they could see that my loan was transferred, but they dont have any additional information. I asked them whether my Principal Loan balance would remain at {$200000.00} and interest rate at 3.125 % as agreed to by Freedom, they stated that it should be the same. I asked them where and how to make my payments and they stated that they could not provide me with any information, so I needed to contact Freedom Mortgage. I explained to them that Freedom Mortgage stated that I needed to contact XXXX and provided me with their contact information because Freedom did not have any information, they stated that they would have someone from their management team call me back, but they did not even have my phone number, they did not have the most basic information regarding me or my mortgage loan, but instead provided me with general boiler plate responses. 
I am beyond frustrated and right when I thought that I was getting my life back together during this pandemic Freedom and Rushmore are operating like loan sharks, refusing to allow me to pay my loan, under the terms already agreed to, and refusing to provide me with additional information, such as where to make the payments to. 
I am sick and frustrated by this gross misconduct. Please assist. 
If you have any questions or need any additional information, please do not hesitate to contact me at ( XXXX ) XXXX or by email at XXXX. 
Thank you, XXXX XXXX

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