Consumer complaint received 2023-02-18
Company: Freedom Mortgage Company
State: NY
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
Good day, In XXXX my life finances changed due to Covid I then applied for the Covid forbearance program and made some payments in between at the end of the program I had a balance est XXXX I then decided my best option which was given to me by my Lender company is to apply for a Loan Modification I was placed on a trial period of 3 months with payment of XXXX I made all of the payments in a timely matter. After the 3 months, I called numerous regarding the paperwork for the XXXX modification I was told more than twice that the underwriters are behind and they will notify me. On the XXXX month of the modification I received the paperwork ( after XX/XX/XXXX ) with no notice just paperwork, I called freedom mortgage they then advised that the paperwork needs to be notarized and sent back Everything was done and sent back before the due date. About a week later I received a call from the lender stating that the paperwork they sent was incorrect and the notary needs to put the stamp in between the lines then I was made aware that they have a company XXXX that will send a notary to my home. I received the XXXX set of paperwork after XX/XX/XXXX I called XXXX and scheduled an appointment which was canceled due to system issues and was rescheduled for XX/XX/XXXX all of the paperwork was done and sent to the lender, I called in to make a payment of XXXX ( my agreed amount ) that's when I was made aware that my paperwork was not approved due an error the notary made on the date ( wrote wrong year then try to write over it with the correct year ) I then advise them that he did not use the paperwork I received from them he had the paperwork with him I was then told by the lender to call and scheduled another appointment, I then called XXXX I was then made aware I have no open ticket I went back and forth with XXXX and freedom mortgage for weeks then I was told that new paperwork was sent out to me but I never received them called a few time and was told that an email was sent out this was told to me over 4 times still nothing no word no contact on their end. I called in this Monday and made a payment of XXXX, I was then made aware that my Loan modification was rejected due to paperwork. I then made her aware of everything that had taken place she then advise that she would put in a request stating all of the concerns but was not able to take down the confirmation number for the payment she did ask to call XXXX on XX/XX/XXXX regarding the request. On XX/XX/XXXX I called XXXX and didn't receive anything so once again I called the lender and was then made aware that they need to submit a new request for a Loan modification she then stated if rejected then by XX/XX/XXXX the process of foreclosure would start. Also inquired about my payment that was made on XXXX I made her aware that I don't see the payment posted on my banking account she then advised because the Loan was rejected which made no sense she then stated that it may be an issue with my bank because she sees the payment that was made on XX/XX/XXXX. After a sleepless night, I called my bank they have no payment submitted I called the lender back and asked for the confirmation number they were unable to provide it. After my XXXX call today, I was then made aware that they see a payment was attempted but not completed she then re-took my payment of XXXX conf # XXXX XXXX I add in the midst of all this I keep asking for a supervisor and was never contacted to. 

Thank you for your time.

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