Consumer complaint received 2022-10-21
Company: Freedom Mortgage Company
State: IN
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
Under the XXXX XXXX XXXX was approved for the XXXX. My state XXXX in XXXX Indiana received monies to help homeowners to prevention foreclosure. Each recipient was to receive up to {$35000.00} including XXXX months of payments made on their mortgage. 
The XXXX XXXX of XXXX Indiana assisted homeowners as an intake and then sending information to XXXX underwriters. The underwriters would request a Value Record validating ( what is owed to catch up payments ) and the I-Record from the state to mortgage company. 
Then XXXX XXXX XXXX is to schedule a day and time to sign documents and funds dispersed to mortgage company. 
Because it's all a new process, the program got revamped and another entity took it over. 
My complaint is I started the process and paperwork in XX/XX/XXXX. 
I complied and because the process took so long, And to avoid foreclosure, I had to do a trial modification for XXXX months to get approved for loss mitigation and make lower payments and past due balance placed at end of the loan. 
Freedom Mortgage suspended my loan while waiting XXXX and XXXX to send money. 
It is now XXXX, no communication until I called and pressured the state, all to find out my application was rejected because loan in my XXXX ( passed from XXXX ) husband 's name. 
They never contacted me that they needed the Successor in Interest, Power of Attorney and Estate Executor documentation to approved the application process. 
I was furious and in tears! I live in my home and deed and title is in me and late husband 's name. 
The liaison XXXX XXXX of XXXX was been somewhat helpful, but the state of Indiana are not doing their job. You can not get in contact with none of the underwriters. All communications is through a portal! I have checked my email diligently and NO CONTACT WHATSOEVER! 
Below is a timeline of my communication with Freedom Mortgage and XXXX XXXX of XXXX Indiana who is the conduit for underwriters that make final determination.XXXX, I have attached all documents necessary to : Freedom Mortgage Servicing XXXX XXXX XXXX XXXX XXXX  of XXXX Indiana XXXX, XXXX, XXXX, XXXX As I review the process of applying for XXXX and XXXX, this is the timeline of communication : XXXX  ) XXXX- participated in XXXX XXXX transferred to Freedom Mortgage XX/XX/XXXX XXXX ) Began Forebearance XX/XX/XXXX XXXX ( XXXX payment a day late unable to complete Forebearance plan ) Spoke with Freedom Mortgage- Issue ticket submitted to XXXX XX/XX/XXXX, they have no idea of status. State going through review resolution XXXX XXXX XXXX program closed out last year another agency doing case management and underwriting XXXX day hold. 
XXXX  ) XXXX no idea of status.Freedom Mortgage sent XX/XX/XXXX told failed not completed correctly XXXX XXXX Email sent I-Record request exact amount to lender to get Mortgage current ( {$19000.00} ) XXXX XXXX XXXX documents rec 'd XXXX processing with an XXXX XXXX XX/XX/XXXX XXXX ) To date no contact from state, underwriters, XXXX XXXX- no scheduling to sign docs to disperse funds XXXX ) Spoke to Freedom Mortgage XX/XX/XXXX : on XX/XX/XXXX docs sent to XXXX, XXXX completed, V-Record pending due to requote change {$20000.00} needs updatingXXXX : XXXX validate sent to state, XXXX from state Freedom Mortgage rec 'd from Indiana. 
XXXX  ) On XX/XX/XXXX Freedom spoke to HUD rep documents.NO correspondence to Freedom Mortgage. They are giving grace period until XXXXA payment has to be made by XX/XX/XXXX! 
Totally unacceptable business practices. I reached out for help, and they are incompetent and not doing due diligence for the consumer. It's not their money! They are paid to help homeowners from losing their homes! 
This has been a XXXX-month wait game and process!

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