Consumer complaint received 2023-01-24
Company: Freedom Mortgage Company
State: VA
Product: Mortgage
Sub-product: VA mortgage
Issue: Struggling to pay mortgage

Complaint:
To whom this may concern, This complaint is in regard to my current Mortgage Company, Freedom Mortgage. As it appears when creating this complaint, you have received several of the same. I want to start out by saying my wife lost her job during COVID in XXXX. Because of this, we were left with a choice ; enter a COVID forbearance plan or lose our home. Of course, we decided to join a forbearance plan available to us provided by Freedom Mortgage on XX/XX/XXXX. I want to be clear to say that prior to this we have had nothing but great experiences with Freedom Mortgage. After my wife found a job, and we were stable enough to continue payments, we decided to get out of the forbearance plan and continue payments in XX/XX/XXXX. On that day that we notified Freedom Mortgage of our decision to continue paying our mortgage we were advised of programs that were available to us to bring our mortgage account current. After, we were asked which of these programs would we be interested in. One of the programs I was advised I could take a part of would essentially bring my account current, KEEP MY CURRENT INTEREST RATE, and cover the amount that we owe ( from not paying since XXXX ). The individual told us on the phone that the process may take some time. And, Freedom Mortgage may require documents. So, the Customer Service Rep made sure to inform us that once those documents are requested, to send them in as soon as possible. 

Several months on XX/XX/XXXX the following documents were requested, proof of income for me and my wife and bank statements. Those documents were sent in via email ( preferred method by Freedom Mortgage ) on XX/XX/XXXX. Later, I reached out to Freedom Mortgage who advised that the documents were not received. Noticing that I did not attach my pay stubs, I sent them my pay stubs for the past 60 days and my wifes Tax Form 1099. To give some context, my wife is a XXXX and does not receive a pay stub. However, according to Freedom Mortgage, Tax Form 1099 can be used as proof of income. 

Again, I reached out to Freedom Mortgage who advised that they have needed a letter of explanation explaining why my wife does not receive a pay stub. On XX/XX/XXXX, I sent them my pay stubs for the past 60 days, bank statements, a letter of explanation and my wifes 1099. Later, I called again, and Freedom Mortgage again stated that they have not received the requested documents. They also added that they would now need Tax Form 4506-C. So, on XX/XX/XXXX, I sent them the Letter of Explanation and a completed Tax Form 4506-C. This time, I sent the documents via email and uploaded the documents to their website under the correct loan number. I again called Freedom Mortgage to receive an updated on the Loss Mitigation process. Again, they advised they did not receive the requested documents. Again, I sent ALL requested documents via email and uploaded these documents to their website on XX/XX/XXXX. Once again, I called Freedom Mortgage, and they again advised that they did not receive the requested documents. I resubmitted all documents again on XX/XX/XXXX. 

At some point in the month of XXXX, I spoke with an Escalation Manager who sent a note to the underwriters listing the dates in which the requested documents were emailed and uploaded. I had to request this assistance twice from two different individuals. Of course, due to the amount of time that has passed, I was advised to send in updated pay stubs and banks statements which I did on XX/XX/XXXX. I then contacted Freedom Mortgage in XXXX in reference to an update. This time, they requested I complete a XXXX XXXX XXXX and updated Bank Statements and pay stubs. I sent those documents on XX/XX/XXXX via email and uploaded to their website. Finally, some time in XXXX, I was notified that my Tax Document, 4506-C, was filled out incorrectly and needed to be resubmitted to be accepted. That, among other updated documents, were sent on XX/XX/XXXX. 
At that point, Freedom Mortgage finally stated that they have received all my documents and will soon make a decision. About two weeks later, I would call Freedom Mortgage to get an update on the process. To my surprise, not only did my interest rate increase ( 2.3 % - 6.75 % ) my monthly payment would also increase from {$1400.00} - {$2100.00}. I was also expected to pay this balance on XX/XX/XXXX. At this point, I have absolutely no words to describe the frustration and anger I felt at this moment. I have tried several times to resolve this issue with Freedom Mortgage with the previous calls to no avail. Freedom Mortgage was resistant to assist me in keeping my interest rate. 

Feeling as if I had nowhere else to turn, I contacted Veteran Affairs ( VA ). At this point, the VA informs me that the initial Loan Modification I agreed to in XXXX, DOES NOT REQUIRE ANY ADDITIONAL DOCUMENTS. Further, he explained that the particular loan modification expired on XX/XX/XXXX. Therefore, the VA was no longer accepting applications for said Loan Modification and explained that whatever change was sent to them by the Mortgage Company, they would approve. Unfortunately, the VA is unable to resolve the issue as Freedom Mortgage controls the interest rates. 

Heres my complaint, I find it beyond suspicious that Freedom Mortgage was unable to locate my documents until after they could raise my interest rates. What made matters worse, at some point during this process my account became delinquent. The reason for this was because they " did not receive requested documents ''. The only resolution to this issue to give me my original interest rate of 2.3 % and decrease my monthly payment. It is absurd to think that an individual who has XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX, is essentially being scammed by a mortgage company he trusted. I am honestly not sure what results I can obtain from this complaint. However, I hope to receive not only answers from the company but, the results I am seeking. I have attached all communication 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