Consumer complaint received 2023-01-05
Company: Freedom Mortgage Company
State: CO
Product: Mortgage
Sub-product: VA mortgage
Issue: Struggling to pay mortgage

Complaint:
Freedom Mortgage Timeline of Events VA Partial Claim XX/XX/XXXX Received documentation saying we were approved for the VA Partial claim Received a letter from Freedom Mortgage dated XX/XX/XXXX saying we were not eligible for VA partial claim XX/XX/XXXX Spoke to XXXX XXXX inquiring why we are no longer approved. Said letters were dated 4 days apart and we are approved for VA partial claim Made several calls ( XX/XX/XXXX, XXXX, XX/XX/XXXX ) to see where the paperwork was. Kept being told due to backlog the paperwork will be sent out. 
XX/XX/XXXX Received documentation from Freedom Mortgage for the VA Partial Claim dated XX/XX/XXXX XX/XX/XXXX called and spoke to a representative at Freedom Mortgage to inquire about questions we had on the paperwork and if we could have an extension to further review. The representative said we could take time to review the documents. 
XX/XX/XXXX Spoke with XXXX at Freedom Mortgage about questions we had. He was unable to answer but assured us XXXX XXXX XXXX ( underwriter ) would call us and he sent him a message. Again he said we had an extension to get the paperwork in. 
XX/XX/XXXX Spoke with XXXX XXXX about the questions we had on the paperwork. Answered the questions about principal and interest. We were then told we had a 1 week extension to get the paperwork in. 
XX/XX/XXXX Called their notary J & A to get documents notarized and we were told Freedom Mortgage cancelled the notary. When I called Freedom Mortgage I was told it would take 48hrs to reinstate the notary. Told again we had another week extension. Still no mention of the VA partial loan program ending on XX/XX/XXXX XXXX called notary to get documents notarized XX/XX/XXXX got a letter from Freedom Mortgage saying to return the paperwork no later than XX/XX/XXXX XX/XX/XXXX spoke to XXXX from Freedom Mortgage saying we returned the paperwork by their deadline. She assured us our paperwork was being reviewed by underwriting and we should resume making payments and our partial claim was accepted. 
XX/XX/XXXX spoke to XXXX XXXX we were then told that the VA Partial claim expired XX/XX/XXXX and she never would have told anyone we could have an extension for the paperwork. We were then told because our paperwork was received after the deadline all documents were voided. Options were now loss mitigation. She then transferred us to her supervisor who assured us she would escalate the matter and call us back. 
XX/XX/XXXX Spoke to XXXX Supervisor XXXX Were told the care team is reviewing our file as of XXXX and still being reviewed. VA declined their request for the VA partial claim paperwork being submitted after deadline. Was emailing her director XXXX. We could do loss mitigation with a higher interest rate. XXXX will work on it and our file is coded for loss mitigation. We will receive a call back in a couple days as both XXXX and XXXX are working on our file. If we do go into foreclosure they can send an email to stop the process. 
XX/XX/XXXX Received a phone call from XXXX an Independent appraiser from VA to do an appraisal for liquidation. We were in foreclosure. 
XX/XX/XXXX Spoke to XXXX XXXX reviewed previous phone call with XXXX. Yes what we were told about extensions and no mention of VA deadline were her words teachable moment. Nothing they can do about the foreclosure process. We need to move forward with loss mitigation.

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