Consumer complaint received 2022-03-24
Company: Freedom Mortgage Company
State: TX
Product: Mortgage
Sub-product: FHA mortgage
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
Applied for Forbearance from Freedom Mortgage due to financial hardship due to COVID-19 which was approved in XX/XX/XXXX and ended XX/XX/XXXX. 

We had asked for one person 's name to be dropped from the loan and sent the divorce decree and a quitclaim deed signed by the person who should be taken off the loan. Initially, I was informed the divorce decree was all that was needed, so an email was sent to lossmitigations @ freedommortgage with the attached divorce decree on XX/XX/XXXX. Then we were informed that a quitclaim deed was needed which was initially sent on XX/XX/XXXX. 

We applied for a modification agreement which was sent out to us in XX/XX/XXXX. When we received the documents that month with the notary, the person 's name was not taken off. We were unable to sign the modification documents. I called Freedom mortgage to ask why since I had submitted the documents they requested. They informed me that the quitclaim deed documents were blank. They never reached out to us to inform us of this. I sent the quitclaim deed again via email to XXXX on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX. I was sent to a Customer Care supervisor as my concern was escalated due to lack of communication and the concern of the possibility of incorrect default or forclosure. On XX/XX/XXXX, I emailed the quitclaim deed to the Customer Care supervisor. 

Until XX/XX/XXXX, Freedom mortgage sent documents of possible default because documents were not notarized and signed and every time I called, they would say it showed that we didn't sign the documents and the end date for having the documents notarized was coming up. Every time I had to explain the situation and the Customer Care agents tried to escalate or note what I had done. Nothing seemed to be communicated and Loss Mitigation ( being an internal department I couldn't speak to ) didn't reply or communicate anything back. 

The end date of the documents to be signed was finally extended as they realized that I had sent all documents needed and had been waiting on their department to get the name taken off and documents sent to us with the notary. Now I have received a total of about 2 calls from Freedom Mortgage stating they are still waiting on the documents. 

In the meantime, I had been told that we should go ahead and pay the amount due every month that was approved with the documents so that there is no delay or an effect on us in any way. We have been paying the amount stated from them every month starting XX/XX/XXXX, on time. This month, XX/XX/XXXX, I received an alert that my credit was hit due to a derogatory payment from Freedom Mortgage. This was unreasonable since we have been doing what we can to keep on track, get the documents on time, make payments on time. We feel this hit was the last straw and we needed to send in this complaint as the hit to the credit is incorrect and we would like it removed by them immediately. 

With the experience so far we have had with Freedom Mortgage, we feel that speaking to them about it to get it off would not be effective. 

Please advise as to the next steps. 

Thank you in advance.

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