Consumer complaint received 2022-04-01
Company: Freedom Mortgage Company
State: GA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
I applied for a loan modification in XXXX ( with a former mortgage company ). After Freedom Mortgage purchased my loan and, their modification process was successfully satisfied, it was finally approved in XXXX XXXX XXXX. A Freedom Mortgage representative called me in XXXX XXXX  XXXX to share the good news. As she ( XXXX ID # XXXX ) shared the details, I suggested that the new monthly mortgage payment seemed much higher than it should be. Although she initially disagreed, she soon shared that she absolutely did agree, and she committed to " dig in '' to the situation to find a resolution that made sense ( That call and 90 % of the subsequent calls was/were recorded ). She was intentional about asking that I allow her a few days, to afford herself enough time get clarity and subsequently share with me, answers to the questions we both had at that point. She was intentional about promising to call me back by that following Tuesday, XX/XX/XXXX ( I believe that was the exact date ). She did not call me on that day or, he next. I called her on Wednesday XX/XX/XXXX and was told she was out sick. I called on Thursday and Friday of that week as well and was told the same. 

Between XXXX XXXX XXXX and XXXX XXXX XXXX, I called Freedom Mortgage no fewer than 20 times asking to have my situation escalated to Senior management to get my modification explained, have the numbers rectified and to ultimately activate the agreement. Unfortunately, most of my calls forced me to be on hold for an average of 2-3 hours each call - only to be hung up on or, promised that someone would call me back. But I never received those calls. 

In XXXX or XXXX XXXX XXXX ( I'm not 100 % sure of the month ) I received a call from a Freedom Mortgage representative who had an aggressively nasty tone. She told me that I had " breeched '' their modification agreement offer and wanted to know if I planned to " keep my home. '' Needless to say ; I was angry, concerned, confused, and disappointed... I explained to that person ( I believe her name may have been XXXX  ID # XXXX - I've spoken with so many people at so many times, the exact conversations may be a little off ) that I hadn't breeched anything and that I in fact, had been trying to get back in contact with XXXX or someone in senior management who could rectify what was now a total nightmare, for XXXX months regarding my modification agreement to NO avail.! I asked to speak with a manager, who told me she agreed that the initial person was very rude as well - I then, explained to her ( I believe her name was XXXX XXXX XXXX ) my very long nightmare of a story. She assured me she was going to FINALLY get my situation handled. When I told her that countless representatives had made that same promise over the months and NONE of them ever called back nor could I ever reach them again, she gave me her " personal '' work email address and promised that if I ever needed to reach her while she was working on rectifying this problem once and for all, that should absolutely respond. I emailed her twice with no response. 

Back at square one regarding speaking to a Freedom Mortgage representative ( a manager at this point ) who could end this five-month long nightmare, I called asking to speak with someone in escalations. I spoke with XXXX ID XXXX ( I believe on XX/XX/XXXX ). XXXX transferred me to XXXX, a supervisor. XXXX also promised to help and never called back. I was told that a Loss Mitigation manager would call me and, that I should call her on that Monday if I didn't hear from the manager- I NEVER got the call and XXXX refused to take my follow up calls to share that bad news. She, much even to the confusion of the representatives I spoke with, literally told them that she was NOT going to take my calls. 

I spoke with at least 2 additional supervisors who made unkept promises regarding phone calls etc. Within that time frame, it was made clear to me that " representatives '' were " aware '' of my situation and it felt like a decision had been made to allow time to render my modification offer, null. In fact, I was told that my modification approval process would have to start over from the beginning. I shared how unfair and unacceptable that would be given the fact that there are some 20 plus documented phone calls ( most of which were recorded ) where I've been proactively attempting to get this situation taken care of. My primary concern was that the interest rate would be higher than the one offered in XXXX XXXX XXXX ( it should be noted that I began voicing that concern back in XXXX XXXX ). 

I believe I spoke with a representative in early XXXX who promised to have a manager call me back. 
I NEVER received a call! 
I've NEVER spoken with ANYONE who's been able to explain and rectify this nightmare - assuring me that I'll have the rate that was offered to me that could have been activated last year. 
In the last 5 plus months, I've spoken to no fewer than 40 Freedom Mortgage representatives regarding this issue- with no resolution. 
Although Freedom Mortgage has never thought enough of me to call me to talk this situation through, I received a modification package at my home on XX/XX/XXXX ( yesterday ). Not only have they not spoken to me but, there are interest penalties that I'm include the six months now, that THEY have chosen to refuse to address and rectify this nightmare but, ( unless I'm missing it ) I have no idea what the interest rate is, whether it's fixed, I don't know anything. But the documents say that the modifications effective TODAY! 

Of course, I called Freedom Mortgage yesterday, to find out how this is possible with I STILL haven't spoken with anyone. I very calmly explained to the representative who answered the phone that I needed to speak with a Senior level manager given the gravity and time I've been forced to spend on this issue. She found a supervisor, who was also rude to me. She literally " offered '' to notate the system that I had rejected the modification. For easily the 7th time throughout this saga, I was on hold for at least an HOUR AND A HALF - only to finally speak with a supervisor with absolutely ZERO compassion or empathy, who ultimately ended the call because I had the NERVE to be upset... I had been told a manager would call be. It is after close of business the next day and I've not received a call from them. 

I am convinced that this negligent treatment is a micro aggressive discriminatory practice based on my race. I don't believe there is absolutely ANY way a homeowner in XXXX, XXXX would ever have questions about a loan modification that were never answered, be threatened with having to re-start the entire process with a higher rate and ultimately have a modification sent to their home with no explanation, clarification, etc. 

PLEASE HELP ME!

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