Consumer complaint received 2023-02-08
Company: Freedom Mortgage Company
State: FL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
To whom it may concern, I am contacting you to file a complaint against Freedom Mortgage Corporation. I have been dealing with this company since XX/XX/XXXX after my father passed away. Unfortunately, the process with Freedom mortgage continues to get worse instead of better. From the moment my father passed, I have been working hand in hand with Freedom Mortgage to successfully get the loan modified and under my name for over a year and 5 months now and we are back at square one. I was first approved for the loan modification in XX/XX/XXXX. 2 days later I was surprised by a knock on my door by a Clerk handing me paperwork saying my house is under foreclosure. 2 days after being approved for my first loan modification. It goes to show that certain departments within Freedom mortgage are not working with each other correctly because how can something like that happen after communicating religiously from XX/XX/XXXX to XX/XX/XXXX to ensure that Freedom Mortgage was aware that I am interested in this home. 
I called Freedom Mortgage immediately after receiving the Foreclosure paperwork and I let them know the mistake theyve made, and they said they would pause the foreclosure and we will have to start the Loss of Mitigation process. At this point it was a waiting game. I continued to call Freedom Mortgage multiple times a week to make sure the process was being handled correctly and gathering any information I could as to what happened. I was told to just make sure Im making my monthly mortgage payments until the XXXX XXXX XXXX Department finishes my loan modification paperwork. In the meantime, I noticed they had the wrong address in my file. I called over 5 times just to change my address because every time I would call, my old address would be the one on file. Even though I called to request that change over 5 times, apparently it was never successfully changed. 
That caused so much stress and anxiety on my end because I knew that I wasnt going to receive very important documents in the mail that Freedom Mortgage was sending out because they were sending it to the wrong address ( an address that has no relation to me. ) Months went by of me paying my monthly mortgage on time while waiting on my loan modification and then one day I receive a call from a Notary asking me if Ive had time to go over my loan modification packet and if Im ready to sign it. Unfortunately, I never even received it because it was sent to a nonexistent address. I had barely any time to review it because I was then told by the notary that the packet was due to be returned the very next day even though they sent it to me 2 weeks prior. Upon receiving the packet from the notary, I realized that all the numbers were incorrect by a long shot. About {$20000.00} less than it shouldve been. I brought the attention to a representative of Freedom Mortgage, desperate and asking If I should sign the rep specifically said you must not sign, I need to get it escalated to an underwriter and redo the information she then proceeded to tell me that she spoke with her supervisor and had it escalated due to the inaccuracy. I called Freedom Mortgage to receive an update and I was getting nowhere. Unfortunately, with Freedom Mortgage, all of the representatives are not on the same page. One gives me the complete opposite information than another, so I was getting so frustrated that I had them escalate my case to a supervisor. I had been in contact with this XXXX since XX/XX/XXXX. This supervisor and I have been talking on a weekly basis, whether I called him, or he called me. Always receiving the same news of the underwriters have many cases on their desks and youre still in line this had been going on for four months. 
Until XX/XX/XXXX, the same notary called me ; I was thrilled thinking the underwriter had updated the information but also very confused because I had literally talked to the supervisor the day before and he just finished telling me that there was no new update and that we just had to keep patiently waiting. When I spoke with the notary, the same situation occurred I had never received my own physical copy of the FHA loan, still I asked if the notary could make me a copy for myself so I can review it. Low and behold, the notary arrives with the packet that showed the EXACT same date that I had from the old one dated XX/XX/XXXX. With the exact incorrect address on the first page and with it stating the HUD Partial Claim amount incorrect by {$20000.00} and counting. I called the supervisor who had been dealing with my case to update him what had just happened to have him tell me I should not sign it and that he doesnt know what is going on but that it must be a mistake and that he will speak with the underwriters and have this in writing about what happened continuing our weekly calls with no update. 
I called Freedom Mortgage In the beginning of XXXX to make my monthly set amount that I have been making since the month of XX/XX/XXXX. To then be told by a different supervisor that I am unable to make this payment because as of XX/XX/XXXX, I have been put back on foreclosure. Unfortunately, I am at a loss of words and a loss of hope for the company I have been dealing with. I am reaching out for a helping hand to get someones attention because I have received no help nor a real look at my file/ situation.

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