Consumer complaint received 2017-01-17
Company: Freedom Mortgage Company
State: MS
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
This is a issue with Freedom Mortgage since XXXX XXXX ; I have complained about their lack of procedures to not misplace paperwork. I have complained about receiving computer generated paperwork when in the body of the letter it names either a extension or name of a individual who is not real. I have pointed out even most recently the lack of real customer service and receiving mixed messages from XXXX source to another and those messages are in conflict of each other. Even in this small audit trail within this complaint process there is evidence of every bit of my complaint and now Freedom has served me with a foreclosure document because of lack of actual customer service. This is reference the following complaints via this venue, complaint number Case number : XXXX, and Case number : XXXX. In these complaints I not only complained about a lack of customer support I have proved it by Freedom not responding to fake names or extensions. In the last complaint I sent paperwork to XXXX XXXX whom the post office was unable to locate ; nor did she actually reach out to me. Since XXXX I no longer will speak to Freedom via robot calls because the CSR is never knowledgeable of the subject nor are they in any position to do anything other than demand money. I have been verbally abused by CSR 's and most recently have not spoke with anyone from the company even thought I have requested someone from the team who responds to these messages to call me ; I guess they are too busy with more important matters like responding to these messages and sending foreclosure notices while the response to the CFPB appears they wish to be helpful. Reference my most recent response from Freedom ; XXXX XXXX XXXX acts as if he is being helpful by stating that XXXX of my documents has a incorrect date on it. Instead of calling my home and notifing me about this error he states ; " We are in receipt of your complaint and are happy to respond to your concerns. I have reviewed your complaint and researched the issue regarding your modification request. Your file was sent back because the XXXX was outdated ( XXXX/XXXX/XXXX ). The most recent form is dated XXXX/XXXX/XXXX which is almost a year in advance. Since you do not file income taxes, we decided to move forward with the review without executing the XXXX and deemed the file complete. After the review, it was determined that you qualify for a Special Forbearance Repayment Plan. Your loan is currently due for XXXX/XXXX/XXXX and repayment plan will be able to bring you current within 6 months. An approval letter will be issued to you shortly. '' What would have been a great version of customer care is a phone call that notified me of this, and he waited for a signed document. What actually happened was I received a letter ( attached ) that states I agreed to the terms within the letter and if I miss XXXX payment they will file foreclosure paperwork immediately. XXXX I never spoke to anyone ; secondly if they had called they would have been reminded of my XXXX unit needing extensive work and I was still on a payment plan with a local vendor and will continue to pay off the near XXXX bill for a few more months ; thus I can not agree to their terms. Is it so hard to pick up a phone and call verses what I have lived between misplaced documents lost by Freedom, lack of customer service and now this? A simple phone number to these who respond and I know this matter can be resolved in XXXX phone call. NOt a number to call center but who ever responds to this chain of complaints.

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