Consumer complaint received 2017-02-23
Company: Freedom Mortgage Company
State: MA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
The end of XXXX I was approved for a Trial Modification with my lender, XXXX XXXX XXXX. The Trail consisted of making payments for XXXX, XXXX, XXXX and XXXX XXXX. I made XXXX, XXXX and XXXX after making my XXXX payment I received a letter from my lender stating my mortgage was sold from XXXX to Freedom Mortgage. When I received the letter I contacted Freedom Mortgage to ask them how this would affect my trial modification. They had said that it should n't that it may take a little longer to get the paperwork transferred but just continue making my payments. I continued to pay my mortgage. I called Freedom and made my XXXX payment on XXXX XXXX over the phone. I called and made my XXXX payment on XXXX XXXX over the phone. I noticed at some point the payments were not being deducted from my account. I called Freedom to see what was happening and I spoke with a woman named XXXX who let me know that there was a stop on my account and that Freedom was n't accepting any more payments. That the account was in final modification and they were drawing up the paperwork. XXXX XXXX I still had n't received anything so I attempted to make my XXXX payment and again it would not go through. I called mid XXXX to check on the status and again got XXXX on the phone who said the " cashiering '' department had placed a " stop code XXXX '' on my account because of the modification and still was not accepting payments that the unpaid balance and fees would be put on the end of my mortgage. At the time she also mentioned there was a credit reporting freeze. Because I received this confirmation I had used the money put aside for my mortgage to catch up on other credit card bills I was behind. Beginning of XXXX I received a letter from Freedom stating that my loan modification was denied because I had defaulted on my trial period. I called Freedom and they had said that I had missed the XXXX XXXX payment during my trial period and that was the reason for the default. I spoke with XXXX XXXX and a gentlemen named XXXX. I let them know I made the XXXX payment and they asked that I send over proof of payment to XXXXXXXXXXXX XXXX XXXX XXXX at XXXX XXXX I sent over proof of payment consisting of my bank statements. Once they reviewed that I was then told well it was n't XXXX that was missing it 's XXXX XXXX I let them know that I called on XXXX XXXX to attempt to make the payment but it was reversed on their end. That I was advised at t the time my account was no longer accepting any more payments because I was in the final stages of modification. They apologized for the miscommunication but they said the information I received was wrong and they needed a copy of the cancelled check for XXXX and XXXX I let them know I made my payment electronically so I did n't have a cancelled check I only had my statement and that I do n't have anything for XXXX because the payment never cleared my account. They said the best way at this point would to be just apply for a new modification. I also want to add that the minute I new about this I started making payments on my loan again. I mailed in checks instead of trying to process over the phone. On XXXX XXXX I sent them back a completed Loan Modification package but for whatever reason each time they reviewed they needed additional information. Finally in XXXX XXXX they had a " completed '' package. On Tuesday XXXX XXXX I received a call from XXXX stating my Loan Modification was denied because I defaulted on my previous trial payment that I was missing the XXXX payment. I let her know I sent over the confirmation for XXXX 's payment in XXXX but she did n't want to hear it. Since then I have called numerous times to get this escalated to a supervisor but you ca n't talk to a supervisor, they need to call you back. I never received any calls back.

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