Consumer complaint received 2022-10-29
Company: Freedom Mortgage Company
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
On XX/XX/XXXX, we applied for The California Mortgage Relief Program for the first time ever, after considering all the eligibility qualifications. 
On XX/XX/XXXX, The California Mortgage Relief Program approved us for relief of {$54000.00} and sent the funds to Freedom Mortgage on our behalf. 
On XX/XX/XXXX, The California Mortgage Relief Program cancelled our application because of one forced Loan Modification agreement that I made in XX/XX/XXXX to save my home from foreclosure, all while my initial California Mortgage Relief Program application was pending.

The California Mortgage Relief Program contacted Freedom Mortgage ( our loan servicer ) and requested that they send the funds back to them. 
Hard financial times continued for us By XX/XX/XXXX a new set of qualifications to the California Mortgage Relief program insisted that if a homeowner had/has a loan modification, it would not disqualify them for the program after XX/XX/XXXX. 
We called The California Mortgage Relief Program to confirm the new eligibility qualifications. 
When we attempted to apply again, The California Mortgage Relief Programs website and application portal was inactive, corrupted, or down until XX/XX/XXXX. Between XX/XX/XXXX and XX/XX/XXXX, we called XXXX times regarding gaining access to the application portal in order to apply again, and we also checked the website. The site malfunction can be proved in several different ways within the given time. An I.T ticket was created within that time span because the apply button was greyed out and unclickable. During this period, you can imagine the financial support that we could have used, and we were still behind even with the modification.

Once the application and website were activated again, we applied to the California Mortgage Relief Program on XX/XX/XXXX and were denied basically the same day. 
On XX/XX/XXXX, we appealed the denial, and were denied on our appeal basically the same day. We were baffled at how we could be denied, seeing as though we fell into all the eligibility requirements, and did not hesitate to apply. After speaking with a supervisor of The California Mortgage Relief Program, we were recommended to reapply.

We again applied for The California Mortgage Relief Program on XX/XX/XXXX We received an update on The California Mortgage Relief Programs website portal that we were approved for relief on XX/XX/XXXX. 
Amount awarded, {$8100.00} On XX/XX/XXXX, The California Mortgage Relief Program notified us via email that the awarded funds have been transferred to Freedom Mortgage ( our loan servicer ) On XX/XX/XXXX, The California Mortgage Relief Program contacted us via email informing us to reach out to Freedom Mortgage ( our loan servicer ) because they have not verified with The California Mortgage Relief Program that the funds were applied. 
[ The information on this bullet is purely derived from a Freedom Mortgage ( our loan servicer ) representative and supervisor. We received this information on XX/XX/XXXX, on a call with Freedom Mortgage, after receiving a confidential notice from Freedom Mortgage dated XX/XX/XXXX, on XX/XX/XXXX. The notice was a delinquency letter that stated that we were behind on all the months that we thought were being relieved by The California Mortgage Relief Program. ] On XX/XX/XXXX, The California Mortgage Relief Program contacted Freedom Mortgage ( our loan servicer ) and stated that we are not eligible any longer and that the funds were sent to the loan servicer by accident. The California Mortgage Relief Program then requested that Freedom Mortgage send the funds back. They then gave Freedom Mortgage the duty to inform us by recommending that they call us regarding our new status. We received no update of denial on The California Mortgage Relief Program website portal, or no call from The California Mortgage Relief Program to inform us.

[ The information in this bullet is a contradiction, but it is not an issue or conflict having to do with my typing or the order of information listed in this document. ] On XX/XX/XXXX, The California Mortgage Relief Program sent us notification via email stating that they confirmed with Freedom Mortgage that the awarded funds were received by Freedom Mortgage, and that the funds were applied to my loan which made me current on my Mortgage payments. Which was an awarded amount of {$8100.00}. I was told that I would not have to pay my Mortgage until XX/XX/XXXX.

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