Consumer complaint received 2017-07-31
Company: Freedom Mortgage Company
State: IL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
My name is   XXXX   XXXX   and i live   XXXX   XXXX   XXXX  ,  XXXX  IL  XXXX , I have a conventional mortgage with Freedom Mortgage the loan number is  XXXX . The reason i am writing to you is to let you know that i am filing a complaint with the Consumer Financial Protection Bureau because of the lack of communication and information i have received while trying to keep my home. My monthly payment was {$680.00} and they increased the payment without notifying me, then they increased it again to {$950.00} also without notifying. They stated that they sent me an escrow analysis but it was never received and when I requested it again, no one sent it.
My last payment was made for our   XXXX   mortgage, but the  XXXX  payment was  not made. I am a   XXXX   XXXX   and   XXXX   XXXX   XXXX   to make a living and my truck broke down so i had to put most of my money into fixing it to get back on the road and   XXXX   XXXX   XXXX   XXXX  . I am now   XXXX   again and making money to sustain the payments. By the time I tried to call  to make payment arrangements i was told my home was being sent to foreclosure. I called in  XXXX  to make payment arrangements and was told the home was in foreclosure as of on  XX/XX/XXXX 
On XX/XX/XXXX  I called to see what was the amount due and i was told it was well over {$7600.00}, when i asked why i was told that it was because they had attached attorneys fees and other late fees. I tried to make payment arrangements and they said they would not accept anything but the entire amount.
I called on   XXXX   XXXX   of 2017 and was told by one of the representatives who answered that the money was due on  XX/XX/XXXX , i asked them to please give me more time and she said that she would check. The rep put me on hold several times while she spoke to her supervisor. She then came on the live and said she was able to get the payment extension approved and at the end of the call she told me that i could pay on  XX/XX/XXXX and the loan would be current.
When i called on  XX/XX/XXXX  at   XXXX   XXXX   to make the payment I was told that i no longer could pay that amount because they needed me to pay additional attorneys fees and that my request for extension for payment to  XX/XX/XXXX  was denied. However no one called me to tell me this information and i was under the assumption that i still had until  XX/XX/XXXX  to pay.
I am now being told that i owe them {$12.00},  XXXX . I asked what that amount was for and they could not tell me. The rep said she would have someone look into it and that they would call me back. at  XXXX  i still had not heard from anyone so i called again.
This time i had a friend of our family,   XXXX   XXXX   XXXX  , i gave them permission to speak to her and they instructed me and her to call the attorney to get the information on the additional fees for the loan. I am not an attorney myself and felt very intimidated calling the attorney. Additionally, by calling the attorney this would increase the attorneys fees, which they are making me pay as well. The lack of communication and follow up is making this very difficult.
This is situation is causing so much undue stress to our family and all we want to do is keep our home.

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