Consumer complaint received 2023-07-17
Company: Freedom Mortgage Company
State: FL
Product: Mortgage
Sub-product: VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
Explanation of the unfortunate and unforeseen set of circumstances that caused me to fall behind and become delinquent on my freedom mortgage, currently XX/XX/XXXX ; now in active Foreclosure. I applied for and was approved for a loan modification inXX/XX/XXXX. First payment to be dueXX/XX/XXXX ; I made the first payment on time. 

In XX/XX/XXXX, mortgage loan modification documents to be notarized was sent to me, and sent back to Freedom Mortgage expeditiously. A lender approved notary came to my home to notarize my loan modification paperwork on XX/XX/XXXX. I successfully notarized the documents, on time and prior to the deadline, the lender approved sent notary was responsible for returning the signed and notarized documents back to Freedom Mortgage. 

Unfortunately, the notarized documents were misplaced, and delayed getting back to the underwriting department in a timely manner by the lender approved notary. A delay in underwriting to review my loan modification documents that were sent was due to documents reaching the freedom mortgage company late. Loan modification paperwork was sent to me by underwriting, but was somehow incorrect. ; unbeknownst to me. 

They found an error made in the underwriting department in the calculations of the loan modification. When my notarized documents were lost, and eventually when found and received, underwriting was processing my loan modification, realized the document calculations were incorrect. The incorrect documents that were sent to me, had been notarized but wrong calculations, causing the loan modification to be DENIED, AND NOT approved. The underwriting departments error in the documents sent to me showed the loan modification was calculated incorrectly. 

I waited, I followed up monthly but didn't receive new calculations or receive follow up, I never received new loan modification documents or any follow up communication or contact from the Freedom Mortgage or the underwriting department. Instead, my home is now in an Active Foreclosure. 

The past due mortgage and delinquent balance got out of control for me, a single woman, to manage and keep up with. It was a serious set of unfortunate and unforeseen circumstances that led me here, and put me behind on my mortgage. 
Starting with with Freedom Mortgage underwriting department. 

Most recent follow up and communication with Freedom mortgage was TELEPHONE CONVERSATION WITH XXXX XXXX, XXXX # XXXX. See below recent email sent to XXXX with supporting documentsXX/XX/XXXX. 

Dear Loss Mitigation, ATTACHED ARE THE SUPPORTING DOCUMENTS THAT ARE NEEDED AS PER XXXX XXXX CONVERSATION WITH XXXX XXXX, AGENT # XXXX. PLEASE NOTE THAT XXXX WENT THROUGH A TOTAL OF XXXX PAGES OF DOCUMENTS TO DETERMINE EXACTLY WHAT IS NEEDED. XXXX HOPING THAT THE ABOVE DOCUMENTS ARE ALL THAT IS NEEDED BECAUSE THIS REQUEST FOR MORTGAGE ASSISTANCE HAS BEEN GOING ON FOR 18 MONTHS AND WERE STILL AT IT. 

SHOULD YOU HAVE ANY QUESTIONS, PLEASE REACH OUT TO XXXX AGENT # XXXX SHE SEEMS TO BE THE ONLY XXXX THERE THAT TOOK THE TIME AND EFFORT TO REVIEW XXXX PGS. OF NOTES/DOCUMENTS, AND ALL THE BACK AND FORTH OF DOCUMENTS BEING REQUESTED. THERE IS DEFINITELY A DISCONNECT SOMEWHERE WITHIN YOUR ORGANIZATION AND KUDOS TO XXXX AGENT # XXXX WHO TOOK THE TIME TO LISTEN, AND DISPLAYED A GENUINE CONCERN TO GET MATTER RESOLVED. 

Thanks for your help. Thank you in advance,

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