Consumer complaint received 2022-10-27
Company: Freedom Mortgage Company
State: CA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
During Covid on XX/XX/XXXX, I lost my job and called my mortgage company, Freedom Mortgage Company, to let them know that I lost my job. I explained that I was aware that there were programs for home owners that were affected by Covid. At this time, I was NOT behind on my mortgage. While on this call, Freedom explained that there was the Forbearance Program and that I needed to STOP making my payments right away to qualify and that they would modify my loan when I was working again. They added that this would NOT affect my credit. A few months later, my job was reinstated and I called Freedom to start the loan modification process. I also began making my payment every month and often an additional amount to pay down what I owed. Over the next several months, I called Freedom to request an update on my loan modification. Freedom offered to provide me with a loan modification at a 2.75 % rate and told me to stop making the payment because it interfered with their loan modification process and assured me that my credit would not be affected. 
In XX/XX/XXXX, I received loan docs with a 3.5 % rate. I called Freedom to communicate the error on the docs and the representative stated that they had to correct the rate and redraw. I called multiple times over the next several months for updates and finally on XX/XX/XXXX received the new set of loan docs but my name as spelled in incorrectly. The notary refused to allow me to sign the docs and I called my mortgage company who stated that I needed to send them a copy of my ID to correct the name for future docs. Until this date, my name with my mortgage company had never changed, I never spelled it differently nor had I ever conveyed any spelling other than my legal name. The mortgage company told me that once they received my ID they would correct the docs and resend them. Every week after this date ( never missing a week ), I called my mortgage company to request an update on the corrected docs and with every phone call, I was told to send my identification because they had not received it. I have emails to prove so. 
Earlier this month, I received notice that Freedom Mortgage filed a Notice of Default on my home. I called Freedom asking why this was done and stated that I was waiting for them to provide me with the new loan docs and they stated that they had no choice since they did not receive my ID. I explained that I sent it over multiple times and that I had emails to prove so but they refused to acknowledge adding that I need to resend it. I added that I would like to simply bring my account current rather than proceed with a loan modification and they refused stating that they can only send me the full payoff amount on my mortgage. I have called several times to try and speak to supervisors and managers to seek assistance and correct the situation. They now state that my foreclosure is on a " 30 day hold '' and that I can not may payments or bring my account current and can only pay it off while offering to send me the entire payoff amount. This is complete nightmare. I have a 120 day late on my credit which is also now ruined and I am afraid that I am being forced into losing my home.

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