Consumer complaint received 2022-12-07
Company: Freedom Mortgage Company
State: CA
Product: Mortgage
Sub-product: VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
My husband is a XXXX  and we entered a XXXX related forbearance program with our mortgage company, Freedom Mortgage, in XX/XX/XXXX. In XX/XX/XXXX we began the loan modification process with Freedom Mortgage. Many delays were experienced with the company given excuse being that they were very backlogged. In XX/XX/XXXX an offer was presented and accepted for a VA XXXX XXXX. On XX/XX/XXXX my husband and I signed all the loan modification documents with the notary provided by Freedom Mortgage. Freedom Mortgage documented receiving the documents the next day. The loan modification started XX/XX/XXXX with the new APR and payment amount. Because the account had not been updated via the online portal, I had to call by telephone to pay the mortgage payment. I called XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX to make my payment. I inquired each phone call when the account would be updated so that I would not need to call. The same excuse " backlogged '' was given. In XXXX a letter was sent informing the mortgage had been sold to XXXX XXXX XXXX, and payments after XX/XX/XXXX should be made to them. The letter stated all current loan terms will transfer. We began receiving letters of serious delinquency and that we must contact them to address the past due balance. I contacted Freedom Mortgage and XXXX on XX/XX/XXXX and asked why I was receiving these letters. XXXX provided my signed loan modification documents to send to XXXX, claiming there is no reason they should be showing out of date information. I immediately sent those documents to XXXX. Subsequently I mailed my XX/XX/XXXX payment to XXXX with the documents explaining why I was paying a different amount. XXXX cashed the check with no issue. I did the same for XX/XX/XXXX and the check was returned because they were unable to accept payments on the account. Between XXXX and through today the actions being taken by XXXX to remedy this situation have been : 1 ) They attempted to do another XXXX  Partial Claim that was denied because it has now been too long and the amount past due shows to high. 2 ) They have attempted to get original documents from Freedom Mortgage and understand why this is not complete. The information collected by them has been that Freedom Mortgage did not have the documents notarized and turned into the State/County (? ) within the 60 day time period required. The documents were received XX/XX/XXXX and Freedom sold the account XX/XX/XXXX. 3 ) Rushmore is again trying a new loan modification to try and resolve the issue, but I have received no update in regards to that. Additionally unless it is the same APR and payment, I do not understand why we would accept that. Our forbearance officially ended XX/XX/XXXX which means that XXXX XXXX XXXX is now reporting to the credit bureaus as if we are past due on payments. Additionally, XXXX will not accept any regular mortgage payments on our account. As of XX/XX/XXXX there has been absolutely no resolve to this issue. There is no reason our mortgage loan or credit reporting should be suffering as a result of Freedom Mortgage 's negligence. I feel very helpless between these two companies, neither wanting to take the responsibility to correct the problem and we are left with our credit deteriorating as a result. We welcome and appreciate any help we can receive.

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