Consumer complaint received 2021-01-23
Company: Freedom Mortgage Company
State: HI
Product: Mortgage
Sub-product: VA mortgage
Issue: Struggling to pay mortgage

Complaint:
In response to XXXX XXXX XXXX XXXX Customer Service Freedom Mortgage Corporation on XX/XX/XXXX : XX/XX/XXXX About XX/XX/XXXX, I was offered a mortgage modification Trial Period Plan. I was currently behind for payments due in XX/XX/XXXX and XX/XX/XXXX. I fell behind due to a loss of employment from XX/XX/XXXX to XX/XX/XXXX. Though I stived to maintain payments, I sought this as an opportunity to get back on track faster and resume normal payments as currently agreed ; however, this was not necessary on my part, but my wife and I decided to agree to the mortgage modification Trial Period Plan. I received the packet ( dated XX/XX/XXXX ) for the arrangement to make three ( 3 ) monthly payments of {$1200.00} beginning on XX/XX/XXXX ; XX/XX/XXXX ; and XX/XX/XXXX. Keep in mind I had to make these payments each month even though in XX/XX/XXXX, I offered to pay for two ( 2 ) months, but was denied to do so by the customer service agent. 

About XXXX XXXX, I reached out to Freedom Mortgage to discuss future payments and was told to expect a letter in the mail that will explain what the next steps will be. I never did receive a letter to this day about that. In fact, the only thing I received from Freedom Mortgage were monthly statements, and are still received today. I called Freedom Mortgage again in XX/XX/XXXX to make a payment since the option online through the website was not an available option. The letter was again mentioned, however I explained that I did not receive anything other than the monthly statement. The customer service agent explained that since the letter was not received by them from me, that I would then have to complete a loan modification application. I received a letter from Freedom Mortgage ( dated XXXX XXXX XXXX  ) indicating that the Modification Documents were Not Returned to them. Again, up until XX/XX/XXXX, all the documents that I have ever received from Freedom Mortgage were monthly statements. I also received a letter from Freedom Mortgage XXXX dated XX/XX/XXXX ) indicating that they have not received loan payments for the period of XX/XX/XXXX through XX/XX/XXXX and that my loan is now in default, despite completing the mortgage modification Trial Period Plan from XX/XX/XXXX to XX/XX/XXXX. 

On XX/XX/XXXX, I reached out to Freedom Mortgage to inquire about a loan modification packet, which I still did not receive, and discuss payments with XXXX, employee ID # XXXX. Again, I requested to make a payment, but was denied to do so ( even though I received a letter dated XX/XX/XXXX requesting for a payment in the amount of {$13000.00} ) by XXXX since I was entering a loan modification. 

I finally received the loan modification packet on XX/XX/XXXX. On the envelope, it listed Return To Sender and had a stamp indicating Attempted, Not Known by the United States Postal Service ( USPS ). My wife and I completed the application on XX/XX/XXXX and returned it back to Freedom Mortgage. On XX/XX/XXXX ( XXXX HST XXXX HST ) I received a call from XXXX, employee ID # XXXX requesting for additional documentation. I received another call on XXXX, XXXX, XXXX from XXXX, employee ID # XXXX, also requesting for additional documentation which was weird because I had just spoke with XXXX, employee ID # XXXX, on XX/XX/XXXX ( XXXX HST-XXXX HST ) of the documents requested and explained why they were not available. Of the missing documents were taxes for the XXXX calendar year of which I did not file since there were delays from the company that normally completes it, and then with the XXXX calendar year taxes were delayed as well due to the COVID-19 pandemic, shifting my appointment to early XX/XX/XXXX. I submitted an email indicating that as well on XX/XX/XXXX, however, it was requested on XX/XX/XXXX that I submit the email with a wet signature, and then return it via email. On XX/XX/XXXX, I was asked to submit a wet signed letter via email to explain why I did not currently have an updated rental agreement of the rental property ( XXXX XXXX XXXX XXXX XXXX, XXXX, TX XXXX ). It was at this point I began frustrated of the repetitive issues that were already addressed and requested that an XXXX Officer/Manager/Supervisor contact me going forward. 

I received several calls from Freedom Mortgage employees going forward ( XXXX, ID # XXXX ; XXXX, ID # XXXX ; XXXX, ID # XXXX ; Ms. XXXX ; did not give ID # ; and XXXX, ext. # XXXX ). It was the call from XXXX XXXX on XX/XX/XXXX of which she indicated that she is a supervisor and will be personally handling my application. Ms. XXXX told me that she would follow back up with me on Tuesday, XX/XX/XXXX as she noticed all the documents that were indicated as missing have been received and consult with the underwriters to see why there is an ongoing delay. I never did get that call. Instead, I figured Ms. XXXX needed more time, so I waited until the following week to call for an update. Ms. XXXX mentioned that some of the documents that were submitted have now become out of date and that I would need to resubmit them. I resubmitted the entire packet and updated documents via email to Ms. XXXX Freedom Mortgage email ( XXXX ) and to the customer service email group ( XXXX ) on or about XX/XX/XXXX. I again received a letter from Freedom Mortgage ( dated XX/XX/XXXX ) indicating that there were still missing documents of which I sent in. I continued to reach out to Ms. XXXX only to receive little to no support and then eventually a closed response via email and phone calls after XX/XX/XXXX. 

I received correspondence confirmation letters from Freedom Mortgage on XX/XX/XXXX and XX/XX/XXXX. Again, I was contacted via telephone of missing and/or out dated documents. Again, I returned the complete application and resubmitted documents via email on XX/XX/XXXX ; XX/XX/XXXX ; XX/XX/XXXX ; XX/XX/XXXX ; and lastly faxed ( ( XXXX XXXX XXXX ) the application on XX/XX/XXXX. I did receive a phone call on XX/XX/XXXX requesting yet again for the documents that I just submitted a week prior. Two ( 2 ) letters from Freedom Mortgage did come via USPS indicating the same thing of the phone call, missing documents. I did receive a phone call on XX/XX/XXXX to discuss receiving a payment ( second time this was offered ; first time in XX/XX/XXXX ) of past due amount. I explained that I was being dragged through an ongoing loss mitigation application and then mentioned that I saw that there was a local office in XXXX, HI. The customer service agent then asked if I would like to have a face to face with one of their representatives. I agreed and were told that someone will be contacting me to schedule the meeting by XX/XX/XXXX. That never happened, in fact, another call came on XX/XX/XXXX asking about missing documents, and then when I mentioned about the face-to-face meeting, the customer service agent said well Sir, we are going through a pandemic. My thing is, why offer services you are not able to complete ; hence this loan modification application. The face-to-face meeting could have been executed via XXXX, but again, to this day ( XX/XX/XXXX ) no one has contacted me to schedule the face-to-face meeting. I have tried to call the local office ( ( XXXX XXXX XXXX ) only to leave messages with no answer and/or return call. The customer service agent I spoke with on XX/XX/XXXX also said that the local office may not really be affiliated with Freedom Mortgage, even though it bears the name in two locations ( XXXX and XXXX ) on XXXX, HI. 

Today is XX/XX/XXXX. My wife and I have been seriously affected by this process from Freedom Mortgage to include but not limited to emotional suffering, credit scores ; which has also been identified on government clearances which could affect our employment in the near future, and confidence of Freedom Mortgage. I cant help to think why something so simple is being dragged through the mud and the feeling that if Freedom Mortgage are doing this to me, a XXXX year highly decorated XXXX Veteran, they are definitely doing this to other Veterans, Civilians and Federal employees. All I wanted were to resume payments in XX/XX/XXXX, but over a year later, the loss mitigation application is still not complete according to Freedom Mortgage. Every time a customer service agent calls, it is always something different that is missing and/or out of date which has become beyond tedious. Ironically, I received a call from Freedom Mortgage XXXX XXXX XXXX XXXX today, ( XX/XX/XXXX ) at XXXX HST , and when answered, no one said anything, they just hung up. This about the fifth ( 5th ) time this has happened within the last years ' time.

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