Consumer complaint received 2019-02-22
Company: Freedom Mortgage Company
State: MA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
Contacted Freedom Mortgage to remedy late payments due to unforeseen Bed Bud infestation. Placing us behind on our mortgage. We had to replace all of our belongings and paid for extermination in XXXX of XXXX. Began mitigation process only to be told documents had not been received, were incorrect, or unable to open, or wrong document form after being told not received. XX/XX/XXXX Contacted Freedom Mortgage to make a payment and seek council on statues of our account. Was told and reiterated back that we were only 90days past due because a payment had been posted on XX/XX/XXXX. Called back on XX/XX/XXXX to make a payment all the while still trying to send documents as requested, still another excuse as to why not received. I told them I could forward the emails from previous send. Only to be told they didn't have them. Operator than told us payment couldn't be accepted because our account was 130 days delinquent. I was told they couldn't help me. I should keep better records of when payments were posted. Called back on XX/XX/XXXX spoke to XXXX # XXXX to be told our paper work was received we are in foreclosure and could not take any payments and would submit an investigation on said phone call from the XXXX and a supervisor would review. Called back on XX/XX/XXXX to speak with XXXX # XXXX to find out she too couldn't help us at all had no record of any of this and we would have to wait 24 to 48 hours after she would request a supervisor to contact us. Then put us on hold to see if a supervisor was available only to be told no we would have to wait. and now that it was in foreclosure it was out of her hands. Previous calls were filled with similar instances, however I didn't not operator until most recently. We were told '' this happens all the time and sorry ''. '' Sorry it's not our problem, you should rely on our word and keep better record '' " If you email something or fax it to call in immediately after because they frequently don't check email and so many people send them they cant keep track '' " Dont call after you send we wont actually see your paperwork for 2 to 3 days '' '' Don't worry about getting your paper work in your account is on hold " " Dont concern yourself with mitigation its best to just keep making payments '' " Sorry we don't take payments less than the full amount of the mortgage '' " It depends who you talk to some people will take partial payments and place it in a hold account '' " There is no way to accept a payment unless it's the full amount '' We received your payment '' " We have no record of your payment '' '' We have no record of mitigation paper work request " We already sent you the paper work for mitigation " " It's not our responsibility to notify you of the amount past due '' " All calls are recorded '' " Actually all calls are not recorded '' " We can't possibly review all of our calls or call record '' " Yes, I see you call 3 times on that day with detail of operator numbers spoken to and times "

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