Consumer complaint received 2021-09-28
Company: Freedom Mortgage Company
State: MN
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
XX/XX/XXXX - I inquired about loss mitigation XX/XX/XXXX - freedom sent out paperwork XX/XX/XXXX - I returned the paperwork with the proof they requested XX/XX/XXXX - returned more proof they requested XX/XX/XXXX - noticed my account was flagged as a covid vs just loss mitigation. asked them to fix that and provided more proof of this happening before loss mitigation XX/XX/XXXX - resent more proof that they requested XX/XX/XXXX - received a letter to start making trial payments XXXX made my 3 trial payments per letter. 
XX/XX/XXXX received a letter that I didn't make the trial payments. 
XX/XX/XXXX - sent over checks that cleared the bank front and back plus bank statements showing the amount left my account numerous times. 
XX/XX/XXXX- received a letter from freedom saying that they have found my payments with the days they were received. 
XX/XX/XXXX - inquired about where I was at in the process was told they didn't have my trial payments, referred them back to XX/XX/XXXX letter, said they would follow up, nothing happened. 
XX/XX/XXXX - inquired again about where we were at and heard the same as before, was assured this would be fixed. 
XX/XX/XXXX - inquired what was happening and said they saw something on my account and to call when I need a notary, but said they would be in touch. I heard nothing. 
XX/XX/XXXX - an overnight package shows up at my house with the final paper work. 
XX/XX/XXXX - I called and requested a notary appt, as I was told to do. They said they would contact me when they found one to confirm appt. 
XX/XX/XXXX - they scheduled a notary appt at noon without letting me know. I was not home. 
XX/XX/XXXX - I contacted them again and said I still needed a notary. They said they sent one. I said no one had told me and requested another one be sent on XX/XX/XXXX. 
XX/XX/XXXX - I had a notary come out, we signed the final paper work, I brought it to XXXX that same day. 
XX/XX/XXXX - Loss Mitigation Agreement paperwork is uploaded to Freedom 's site saying my new monthly will be {$1100.00}. I spoke to a rep and she assured me all the flags will be taken off my account by may so when I go on to make the payment, I will be good to go. 
XX/XX/XXXX - I go onto make the payment and it still says that I am in loss mitigation. I contact them and the rep doesn't know why nothing has been done. Says they will send it to under writing to be fixed and the payments will start in XXXX. 
XX/XX/XXXX - XXXX bill comes and nothing is fixed. I ask again and they said they have to redo the paperwork, but it is a good thing because the amount will go down. They use my trial payments for XXXX and XXXX payments. I will have to sign papers in XXXX, and make payments in XXXX. 
XX/XX/XXXX - I ask about the new paper work when I reach out again, because I still hear nothing unless I reach out, and they said they don't see any new paper work but I still should be set for XXXX for a less amount. 
XX/XX/XXXX - I hear nothing again, receive no paper work, I make an online inquiry. 
XX/XX/XXXX - I receive a message back saying that my new monthly amount will be {$1500.00} due on XX/XX/XXXX and they will be sending new loan paperwork out again. 
XX/XX/XXXX - I send a response back saying this is completely unacceptable. I was told it would be lower and now it is going to be $ XXXX higher. I also called in and get immediately transferred to a supervisor who says that I should make a payment of the XX/XX/XXXX paperwork amount to see if that can convince them to honor that????? why wouldn't they honor it?? She has no answer about why nothing was ever done with that payment I said I can make that payment amount as soon as everything is corrected and make that payment going forward and she becomes extremely rude about how I haven't made payments. I explained that freedom has lost payments and continued to lie about what is being done with my account and I am willing to make the agreed on monthly payment as soon as my paperwork is honored and this is all corrected as I have honored the 3 trial payments but the loss mitigation paperwork has not been honored on freedom 's end by correcting what is due on my account. She said she would see what she could do with the underwriting department and call in a week. After she was very hostile and yelled over me, I requested to have another supervisor call me back. She said someone else would call after she did all the work. At this point, I don't feel any work is being done and feel this I have to find an attorney to sort this mess out.

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