Consumer complaint received 2022-09-29
Company: Freedom Mortgage Company
State: TX
Product: Mortgage
Sub-product: VA mortgage
Issue: Struggling to pay mortgage

Complaint:
Summary letter from my lawyer : In XX/XX/XXXX the XXXX were informed of a roughly {$7000.00} shortage in their escrow account. It appears that Freedom Mortgage initially made a roughly {$6000.00} payment to XXXX XXXX for ad valorem taxes but made this payment to an incorrect parcel number. Once Freedom Mortgage realized this mistake a roughly {$7000.00} payment concerning the correct parcel number, and which appears to include the associated late fees. 
On XX/XX/XXXX, the XXXX were informed of this issue and directed by Freedom XX/XX/XXXX Page XXXX Mortgage to follow up the XXXX XXXX XXXX XXXX. The XXXX did so on XX/XX/XXXX. The XXXX XXXX XXXX XXXX has no record of this overpayment and advised the XXXX that any overpayment would have been returned to Freedom Mortgage. Despite this, it appears that Freedom Mortgage is still debiting the XXXX escrow account for this improper payment. Freedom Mortgage was attempting to resolve this issue independently as of XX/XX/XXXX. Freedom Mortgage assured the XXXX that they would be contacted with the results of its investigation. Since that time the XXXX have heard nothing. 
Resolving this escrow issue will enable the parties to address the issue of forbearance/hardship. I believe a brief history of this matter is helpful. 
Due to the COVID-19 pandemic this loan was placed into the Freedom Mortgage forbearance program in XX/XX/XXXX, where it remained until XX/XX/XXXX. Following this date the XXXX made trial payments but were eventually told by Freedom Mortgage that they were eligible for continued forbearance. 
The XXXX were eventually informed that the forbearance program was not available and that they would need to apply for a hardship loan. The application for a hardship loan was completed. 
In following up on the status of this application, the XXXX reached a Freedom Mortgage representative named XXXX. XXXX told the XXXX that they were eligible for COVID-19 forbearance through XX/XX/XXXX. She stated that she would handle the account and take care of the modification to extend the forbearance. 
On XX/XX/XXXX, the XXXX received documents related to the previously requested hardship loan. Concerned that this was in contravention of the offer of forbearance, on XX/XX/XXXX, the XXXX once again contacted Freedom Mortgage. In a protracted series of conversations, the XXXX were told that forbearance was not available, and that they would need to utilize the hardship program. They were told to expect paperwork concerning this by XX/XX/XXXX. 
On XX/XX/XXXX, the XXXX received the approval for the loan modification and requested that Freedom Mortgage help arrange for a notary to process same. 
On XX/XX/XXXX, the XXXX learned of the issue regarding escrow and were also told that the loan modification had been closed by underwriting as refused by homeowner. 
The XXXX goal is to resolve these issues in a manner which does not penalize them XX/XX/XXXX XXXX XXXX for administrative mishaps which were beyond their control. They remain ready, willing, and able to execute a modification of their loan provided such does not unfairly penalize them or commit them to bearing the burden of the errant payment of ad valorem taxes. In the meantime, the XXXX are willing to make any interim payments as may be necessary to avoid further attempts to assess penalties

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