Consumer complaint received 2018-06-25
Company: Freedom Mortgage Company
State: FL
Product: Mortgage
Sub-product: VA mortgage
Issue: Struggling to pay mortgage

Complaint:
We live in Florida, when hurricane XXXX hit in XX/XX/XXXX we were mandatory evacuated. After the hurricane we called our lender at that time XXXX XXXX XXXX. XXXX XXXX XXXX rep told us since we were in a disaster area we did not have to pay our monthly mortgage payment and we could go up to 12 months due to the disaster. XXXX XXXX XXXX stated a new law had passed and would be released in XX/XX/XXXX putting the amount that we were behind to the end of the load as long as we meet all requirements, which we did meet all requirements. 
XXXX XXXX XXXX started the disaster forbearance which took us to XX/XX/XXXX and they stated the Disaster Modification would be complete by the time the forbearance was over. The disaster modification would be for the 3 months we went behind due to the hurricane, ( XXXX, XXXX, XXXX ). 
In XX/XX/XXXX we received a letter from XXXX XXXX XXXX dated XX/XX/XXXX Notice of service transfer to Freedom Mortgage starting XX/XX/XXXX. We called Freedom Mortgage approximately XX/XX/XXXX to check the status of our loan modification and speak with Freedom Mortgage about our situation. They representative explained they bought so many loans it would take them some time to get our information in their system, he assured us everything would be the same as it was with XXXX XXXX XXXX and to call back in a few weeks and check on the status. 
We called Freedom Mortgage on XX/XX/XXXX and spoke with representative XXXX teller number XXXX, she seen what was started by XXXX XXXX XXXX, XXXX then started the process with Freedom Mortgage by putting in the forbearance and applying for the disaster modification, XXXX stated we meet all qualifications for the disaster modification. XXXX stated by the time the forbearance period was over the disaster modification would take place to check back next week to see if there was an update. Disaster Forbearance end : XX/XX/XXXX, Disaster Modification would put 90 days at end of loan. 
XX/XX/XXXX called XXXX Mortgage representative XXXX teller number XXXX, he stated the forbearance was not set up and no other information was available. 
XX/XX/XXXX called Freedom Mortgage representative XXXX teller number XXXX, we were in pending status, call back XX/XX/XXXX. 
XX/XX/XXXX called Freedom Mortgage didnt get the teller name, still no update and is in pending status. 
XX/XX/XXXX, called Freedom Mortgage representative XXXX, no change, didnt see anything about disaster modification. 
XX/XX/XXXX, called Freedom Mortgage representative XXXX teller number XXXX, no change, she escalated to supervisor. She didnt know why nothing was done. 
XX/XX/XXXX, called Freedom Mortgage representative teller number XXXX, Discussed a letter we received along with late fees on our statement. Rep stated  to disregard letter they were computer generated. If we wanted confirmation to contact my personal rep XXXX teller number XXXX she would email me something in writing. 
XX/XX/XXXX, called Freedom Mortgage, our rep XXXX was not available no updates XX/XX/XXXX called Freedom Mortgage representative XXXX teller number XXXX, asked about letter and she stated do not disregard. 


XX/XX/XXXX Called Freedom Mortgage, representative XXXX teller number XXXX, sending to supervisor XX/XX/XXXX called Freedom Mortgage representative XXXX, didnt have an update. Asked for my rep to call me XX/XX/XXXX XXXX teller number XXXX called me, everything is in review as of XX/XX/XXXX. New disaster Modification would be : Starting in XX/XX/XXXX TPP and payments would increase to {$1200.00} and interest rate would increase form 4.25 % to 5.125 %. XXXX stated the rate increase was required by the investor XXXX XXXX. I explained the VA guide lines for disaster modification and I disagreed with this modification I also informed XXXX I was contacting VA for help with this issue, VA guide lines are clear. VA documentation states : A permanent modification must meet the following terms to be eligible for execution without the three-month TPP. The term of the loan is extended equal to the number of months the loan is delinquent. For example, if the loan is four-months delinquent, the loan term may only be extended by four months. The loan must have been current at the time of the disaster that caused the delinquency. The servicer waives the delinquent interest accrued on the loan as a result of the delinquency. The liability of the XX/XX/XXXXwill not be increased when servicers waive the delinquent interest allowing for the modification to be completed without a TPP. The limit of the term extension is XXXX without prior approval from VA. The desired result is that XXXX borrowers are able to resume the same regular monthly installments without feeling as though they have been financially penalized due to a disaster. 


Even Freedom Mortgage documents states the same information ( See attached documents ) XX/XX/XXXX I called VA Loan Guarantee Office for help with this issue explained everything to my rep XXXX XXXX XX/XX/XXXX my wife called XXXX XXXX in XXXX XXXX and talked to XXXX XXXX, he stated Freedom Mortgage was lying XXXX XXXX has nothing to do with raising interest rates and HUD ( XXXX XXXX ) was investigating Freedom Mortgage and another lender for unfair practices concerning VA loans, he also sent us an article on the issues. 
VA representative XXXX XXXX has also expressed the same to Freedom Mortgage and to only extend the terms by 3 months and keep interest rate the same per VA guidelines and per Freedom Mortgage disaster modification. 

I also sent a letter to Freedom Mortgage CEO XXXX XXXX All supporting documentation is attached to this complaint.

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