Consumer complaint received 2019-03-02
Company: Freedom Mortgage Company
State: CA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
Company claimed : " You applied again on XX/XX/XXXX but the package was incomplete as we needed an updated financial worksheet, updated bank statements for two months, and signed XX/XX/XXXX tax returns, proof of receipt for SSI and an updated pension statement. An incomplete letter was sent with a due date of XX/XX/XXXX ( see attached ). Additional documents were received XX/XX/XXXX but the package remained incomplete. We called you on XX/XX/XXXX but you did not answer and the mailbox was full. We called you again on XX/XX/XXXX and left a message. Additional documents were received on XX/XX/XXXX and XX/XX/XXXX but the package remained incomplete as we still need an updated financial statement, signed XX/XX/XXXX tax returns and an updated pension statement. '' MY RESPONSE : Hogwash -  No calls have been received, no messages left ever. I get emails of my voicemails, as well as texts. There is no record of your company calling me on those days. My ONLY phone number for this account has EVER been : XXXX. 

As for the " incomplete packets, hogwash again. Everytime I have resubmitted information, I have also sent the original faxes and emails, so Do NOT try and pass this on, as if I am leaving things out - I am NOT. You think so, see all the attachments here. If you do not, this is admissible in court, as are all my copies of faxes and emails sent to Freedom mortgage via fax number ( s ) and emails, submitted over 3 times now, and I will resent again a 4th. 

Your inability to manage the documents, is not my issue. I received your letter, stating the XX/XX/XXXX deadline, however I had already sent fax/email # 3 by then. You have all the required documents, per previous sent correspondence. Missing something? I suggest you look at the attachments here : ATTACHMENTS XXXX - Loan # _ XXXX.pdf ( 116 KB ) XXXX  - XX/XX/XXXX.pdf ( 190.9 KB ) Complaint Detail.pdf ( 72.1 KB ) Freedom-letter.pdf ( 319.5 KB ) hardship letter-XX/XX/XXXX.docx ( 139.9 KB ) XXXX  - XX/XX/XXXX.pdf ( 216.4 KB ) FreedomXX/XX/XXXX Ltr.pdf ( 668.7 KB ) XX/XX/XXXXTaxReturn.pdf ( 412.4 KB ) XX/XX/XXXX_Tax Return TranscriptCOPY.pdf ( 33.5 KB ) Freedom-Forms.pdf ( 2.3 MB ) Freedom-checklist. 

Company Stated : " When additional documents are needed, our process is to mail a letter and call to explain what is needed in detail. '' My Response : That is all fine and good, however that is only for YOUR advantage, not the consumers. The letter I received on XX/XX/XXXX, was sent, suppodely on XX/XX/XXXX. that is OVER 5 days!! When time is of the essence, I suggest your figure out another form of communication. 

Company Stated : " You will need to call into the call center to discuss your loan. Sincerely, XXXX XXXX XXXX Director Customer Service Freedom Mortgage Corporation '' MY Response : I will continue to send information via this medium, as well as regular faxes/emails, until Freedom Mortgage correctly and with full detail, sets up a modification or payment plan. I will NOT however, be talked down to, admonished or belittled. I have already had enough tragedies in my life, and I will not let Freedom Mortgage victimize me. Therefore, I would kindly ask that this be dealt with in 100 %, detailed and crystal clear transparency. Form letters and vague reasonings, will not be tolerated, only fully detailed and laid out information, descriptions and timelines will be. 

I am to blame for the mess I am in, thanks to accounts frozen, assets stolen from me and other forms of identity theft. For that, yes I will fess up to, however when I am asking for a chance to bring current and seek a form of payment plan or modification, I do not appreciate the way I have been treated. I have worked XXXX XXXX for over 20+ years, I know how to correctly submit paperwork and make sure all relevant information is sent and understood. Please do me the honor of acknowledging my worth and that of my children. Being a widow suddenly, makes life hard enough however to be continuously victimized is cruel.

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