Consumer complaint received 2023-01-10
Company: Freedom Mortgage Company
State: CA
Product: Mortgage
Sub-product: VA mortgage
Issue: Struggling to pay mortgage

Complaint:
THIS IS THE TIMELINE OF WHAT WE HAVE BEEN DEALING WITH FREEDOM MORTGAGE. WE HAVE DOWNLOADED DOCUMENTATION TO FURTHER PROVE THAT WE HAVE COMPLIED TO EACH & EVERY REQUEST FOR DOCUMENTATION REQUIRED BY FREEDOM BUT WE DON'T SEE WHERE TO UPLOAD ON THIS APPLICATION.. ALSO FREEDOM MORTGAGE RECORDS EVERY CONVERSATION WHEN CALLING INTO THEM XX/XX/XXXX contact Freedom Morgage to discuss options for a loan modification. 
XX/XX/XXXX received information and application from Freedom Morgage to request a loan modification. 
XX/XX/XXXX sent completed application to Freedom Morgage. 
XX/XX/XXXX received form letter from Freedom Morgage requesting additional information and bank statements. Sent them immediately to Freedom Morgage. 
XX/XX/XXXX called Freedom Morgage and spoke to representative XXXX about form letters and status of documents we sent in. I was told for the first time in that conversation that as soon as we went to loss mitigation we would be protected from any action to us or our property and that Freedom doesn't deny anyone loan modification. 
XX/XX/XXXX called and spoke to XXXX, representative, for status and was told they needed form XXXX. Sent completed XXXX to Freedom. 
XX/XX/XXXX called Freedom for status. Spoke to XXXX, representative, who couldn't give me any status information. Asked to speak to supervisor. Was connected to XXXX who was in Escalation Dept. who promised we would get a response and follow up call on XX/XX/XXXX. I was told it takes a minimum of 2 weeks for account to get " flagged '' and then an additional 30 days for them to review it and send it to loss mitigation and then to underwriting dept for options to modify our loan. I was also told not to make any further attempt at paying the monthly mortgage payment ( as we had borrowed money from friends and family to be able to meet previous months mortgage pymnts. He said until we were in the rears with the payments they would not take us seriously for loan modification. They told us not to make any more mortgage payments and that while we were in loan modification we were in a protected status. ( 2nd time we were told this ). 
XX/XX/XXXX called again for status as we didn't want to lose our home. Spoke to XXXX, representative, who said the forms & application ( XXXX completed package ) we sent in XXXX had now expired and we needed to resend the complete package again, which we did immediaately. 
XX/XX/XXXX called Freedom again on the XXXX to make sure they received the XXXX completed package. Spoke to XXXX, representative, and was told they had just scanned it into our file and would take 2 weeks to be reviewed. 
XX/XX/XXXX called again to get status. Spoke to XXXX, representative, and was told nothing new so I asked for supervisor. I was then connected to XXXX who told me she was supervisor of the Escalation dept. and that they needed 2 months of current bank statements which I sent immediately. 
XX/XX/XXXX called Freedom again and asked for the supervisors supervisor who they said was XXXX XXXX. He said would check with Escalation department for status. Another person, XXXX, called back and said she was a supervisor. Did not provide any new information. 
XX/XX/XXXX called Freedom again asking for status. Spoke to XXXX who also said she was supervisor and was told we would hear something back within 90 days and to not expect anything before XXXX. 
XX/XX/XXXX called Freedom again since we hadn't heard anything & it was past 90 days. Was told our XXXX complete package of forms had now expired & that the were back logged so to resend another complete package, which I did immediately. 
XX/XX/XXXX called again and spoke to XXXX the supervisor again. Told her I was tired of getting run around and asked for her supervisor, who was XXXX XXXX. I was told he would return the call by the next morning. No call back. 
XX/XX/XXXX called again and spoke to XXXX XXXX who gave me his direct phone number. He said he would personally take over and make sure we had resolution soon. He would check with Underwriting department and call me back the next day. 
XX/XX/XXXX no call back. I called direct number and left voicemail message. 
XX/XX/XXXX XXXX called back and said the underwriting department said they needed updated bank statements. I sent immediately. 
XX/XX/XXXX Spoke to XXXX at Freedom again. He said everything had gone to underwriting department but they were requesting a new completed package yet again. I told him that was unacceptable as we have sent 3 completed packages 3 times and Freedom is the ones who have let the forms expire. He said he would speak to the legal department to see if they would not make us send another package. 
XX/XX/XXXX XXXX called back and said legal said we have to submit another completed forms package. He said to send directly to him and he would make sure to deliver them to underwriting and make sure they wouldn't expire again. 
XX/XX/XXXX called XXXX directly and told him we had just completed the 4th package and would send directly to him. 
XX/XX/XXXX went to XXXX to send the 4th time, a total of XXXX pages, which I sent directly to XXXX XXXX at Freedom XX/XX/XXXX called XXXX at Freedom to make sure he had received the forms. He said yes and would make sure they got to Underwriting dept and they would not expire again. 
XX/XX/XXXX called Freedom again and was told XXXX was out of office until XX/XX/XXXX. Spoke to XXXX, representative, and told her I needed to speak to someone in authority to get status. She checked with underwriting and told me I would get a call by XXXX the next day. No call back XX/XX/XXXX called Freedom again. Recorded message said offices were closed in observance of XXXX. 
XX/XX/XXXX called Freedom again. Spoke to XXXX, XXXX supervisor ( single point of contact ) who said they required a complete package to be submitted again. She went through everything page by page that needed to be sent. 
XX/XX/XXXX went to XXXX XXXX XXXXo make another copy of everything XXXX told me. Total of 120 pages. Then went to XXXX XXXX XXXX mail XXXX XXXX to Freedom Mortgage and also did return receipt with signature by Freedom. 
XX/XX/XXXX called Freedom spoke to XXXX. Checking on package if they received. She said NOT received yet and they will be closed on Monday XX/XX/XXXX for new years holiday. Left message for XXXX and XXXX to call me. 
XX/XX/XXXX received call from XXXX XXXX of Freedom. He will look & watch for package of documents. He will call as soon as they are received and get them to underwriting department ASAP. 
XX/XX/XXXX called post office to verify if Freedom received package. And yes it was confirmed. 
XX/XX/XXXX called Freedom spoke to XXXX. Documents haven't been scanned in yet. 
XX/XX/XXXX called Freedom again to speak directly to XXXX. She wasn't available & had to leave another message to call me back. Asked for her email address was given XXXX XXXX freedommortgage.com sent email to her but it came back as undeliverable. Resent a copy of email to XXXX XXXX. 
XX/XX/XXXX called Freedom asked for XXXX. Was told XXXX was at lunch and would return in an hour. Left message for her to return call as it was urgent. this was the 3rd message left for her. ( this was at XXXX ). Waited for call back but nothing. Called again at XXXX asked for XXXX. Told not available. then asked for XXXX also told not available. Asked to speak to supervisor in charge. Was on hold for over 30 mins and then they disconnected me. Called XXXX 's direct phone line and left a message stating I was very upset and to call me back. 
Nothing. Called Freedom back spoke to XXXX asked for supervisor. on hold for another 15 mins. Finally, XXXX another XXXX supervisor came on line. Told her I have been waiting all week to speak to XXXX and/or XXXX. Told her we now have written proof with signature that XXXX received the documents and that XXXX told me it was now scanned in. I asked why no one had returned my call. She said they don't return calls if there is nothing to report even if they say they will call back. I told her that was very poor business and that we were ready to seek legal action. She said go ahead do what you have to do. 
XX/XX/XXXX called Freedom. Spoke directly to XXXX XXXX ( emp XXXX ). Told him we have proof that Freedom rec 'd the 5th complete package of documents we sent in and that they were received on XX/XX/XXXX. He said he didn't see them uploaded to our file yet. So now it appears that the 5th package is lost at Freedom yet again. Told him to find them!!!! and find out who has them. Told him I expect a call back today. He said he would call back shortly after XXXX today.Told him our proof they rec 'd should stop foreclosure proceedings. 
XX/XX/XXXX no return call from XXXX, as promised.

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