Consumer complaint received 2024-12-11 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Trying to communicate with the company to fix an issue with the application process
Company: Freedom Mortgage Company
State: ND

Complaint narrative:
On XX/XX/XXXX, I contacted Freedom Mortgage to inform them that their borrower had passed away XX/XX/XXXX. I informed them that I was the Trustee and Executor of the Estate and requested authorization to speak on behalf of the deceased. I also wanted to request an assumption of their borrowers loan in the name of the Trust because the real estate securing their loan was held in the name of the Trust. 
I was told to email a list of required documents to the loss mitigation department to the attention of the successor in interest department. I was also asked for my contact information which I listed out clearly. I was informed by XXXX that I would receive a letter in four business days with next steps. 
XX/XX/XXXX, I emailed the requested documents along with a letter of explanation. I received no response. 
XXXX XXXX, I called Freedom Mortgage to inquire about the status of my request. They informed me they received documents that were not acceptable. XXXX talked me through screen shots of my documents and spent an hour and fourteen minutes on the telephone with me as I emailed her screenshots of the requested documents and telling me the documents were uploaded to my account. They would review and get back to me via telephone or letter. Minutes after we ended the telephone conversation, I received an email stating that the assumption team would only accept documents in a PDF format just after their team member said those screenshots were acceptable. 
o I resent the Trust, Will, Death Cert, and Quit Claim Deed. 
XX/XX/XXXX, I received an email informing me that the Quit Claim Deed was already received and uploaded on XX/XX/XXXX, but there were no other documents attached to my email. 
XXXX XXXX XXXX, I re-sent each of these documents in individual emails hoping this would help. 
XX/XX/XXXX, I called Freedom Mortgage to inquire about the status of my request. XXXX informed me a letter was sent on XX/XX/XXXX, but not to my contact information that I provided for them. They needed my photo ID, and my quit claim deed ( the one I was told was received and uploaded XX/XX/XXXXXXXX  ) and that I re-sent via individual emails. 
o I re-sent all documents again and was informed to call back in one week. 
XX/XX/XXXX, I called Freedom Mortgage and spoke with XXXX who informed me that all documents had been received and completion would be XX/XX/XXXX. 
XX/XX/XXXX, I received 3 letters. 
o XXXX XX/XX/XXXX thanking me for contacting them and appreciating my patience. 
o XXXX XX/XX/XXXX thanking me for contacting them and stating they received the death certificate and sending condolences. 
o XXXX XX/XX/XXXX stating they still needed a Certificate of Trust showing the Trust was valid ( isnt that the whole point of a Certification of Trust?? ) and the Deed showing the property was transferred to the trust the one they previously said was received and uploaded XX/XX/XXXX. 
XX/XX/XXXX, I contacted the XXXX XXXX and XXXX XXXX informed me she filed a complaint on my behalf and said someone would contact me within 24-72 hours. No one contacted me. I re-sent ALL my documents AGAIN. 
XX/XX/XXXX, I emailed XXXX XXXX informing her no one contacted me. She informed me that they cant call me because I am not authorized on the account!! She informed me they now needed a Deed transferring the property from the Trust to me personally. I informed her I am just the Trustee. The property belongs to the heirs. 
XX/XX/XXXX, I received a phone call from XXXX XXXX from Freedom Mortgage, who was very concerned stating they take complaints very seriously. She again stated that I needed to get the Deed transferring the property to me personally would not listen when I tried to explain I am the Trustee and she abruptly ended the call stating she would email a list of the still needed documents. 
o No email was sent, my call went to voicemail, and she never returned my call. 
o I re-sent the recorded QCD ( quit claim deed ) the one I was told was received and uploaded on XX/XX/XXXX. 
XX/XX/XXXX, I received a letter dated XX/XX/XXXX requesting the Trust Document, XXXX prepared after the borrower passing, and a recorded deed transferring the property from the Trust to me personally. 
XX/XX/XXXX, I sent an email re-stating what I needed to accomplish. 
o Authorization to speak on behalf of the deceased o An assumption of the deceaseds loan by the heirs o Received a response email from XXXX XXXX  stating someone would give me a call shortly o No one ever called me XX/XX/XXXX, I received two letters dated XX/XX/XXXX. 
o Letter one stated they needed my Trust documents naming Successor Trustee, Certification of Trust showing the trust is valid, and a Deed showing the property was transferred into the Trust. 
o Letter two stated they required Letters of Administration even though a Trust does not go through Probate. I am beyond frustrated. 
XX/XX/XXXX, I contacted my lawyer to prepare a valid Certification of Trust ( COT ). She informed me the COT I had was all I needed. I asked her to prepare one anyway and requested she contact Freedom Mortgage with that revised COT and a letter explaining there were no probate docs and I was indeed the Trustee for the Trust and had every right to speak to Freedom Mortgage on behalf of the deceaseds loan and financial affairs. 
o The revised Certification of Trust showing the Trust is valid is dated XX/XX/XXXX, certainly after the XX/XX/XXXX, date of death of the borrower. 
XX/XX/XXXX, my attorney sent the new COT and letter on her letterhead to Freedom Mortgage. 
o There was never a response from Freedom Mortgage not to me or my attorney. 
XX/XX/XXXX, I received notice from the homeowners insurance agency that the homeowners policy had not been paid by Freedom Mortgage. 
o I called Freedom Mortgage Insurance Department about the lack of payment from the escrow account and was told I was not authorized to speak on behalf of the deceaseds account. 
XX/XX/XXXX, I emailed XXXX XXXX  in the Assumption Department, and she informed me that she could not help me and I should get my documents submitted so I have authorization. I have tried relentlessly. 
o I emailed the Assumption Department to inquire why the insurance wasnt getting paid. I received an email response stating the email was only for sending and uploading documents and that I should call

the Assumption Department and they would answer all questions.

o I called the Assumption Department and was told I needed to speak to Loss Mitigation. 
I was put on hold for a very long time and then told I would get a call back shortly. 
I never received a call. 
o Later, I received an email from XXXX XXXX stating she forwarded my email to the insurance department and that the insurance policy statement was uploaded to the account. 
XX/XX/XXXX, I paid the homeowners policy out of my own pocket. 
XX/XX/XXXX, I emailed proof of insurance and payment to the Assumption Team and was informed it had been uploaded to the account. 
o I also re-sent the revised Certification of Trust, the letter from my attorney, and the recorded Quit Claim Deed ( and was informed again that it had been received XX/XX/XXXX ). 
o I received an email stating they needed XXXXswhich is what I sent. 
o I received another email stating they uploaded the revised Certification of Trust. 
XX/XX/XXXX, I received an email stating they were unable to accept my documents and to send PDFs. They told me that I should fax or send via mail if I couldnt get my emailed documents to be accepted. 
XX/XX/XXXX, I contacted my attorney to prepare the Deed from the Trust to the Heirs. My husband was just XXXX  with XXXX  XXXX XXXX, and I cant handle much more. I was hoping this would solve the issues somewhat. 
XX/XX/XXXX, the heirs received a Final Notice via email, that they needed to provide proof of insurance. No notice was received prior to that notice and the email dated XX/XX/XXXX13 stated proof of insurance from the Trust had been received and uploaded to the account. Email dated XX/XX/XXXX also stated my email had been forwarded to the insurance department. They were fully aware there was insurance in place. 
XX/XX/XXXX, I emailed the new recorded Quit Claim Deed from the Trust to the Heirs to Freedom Mortgage Assumption Department, explaining the property that secured the deceaseds loan was now in the names of the heirs. 
o The heirs requested homeowners insurance in their names. 
XX/XX/XXXX, the new policy went into effect and the Trust policy was cancelled. 
o I emailed proof of insurance and the declaration page to Freedom Mortgage. 
XX/XX/XXXX, I received a letter from Freedom Mortgage dated XX/XX/XXXX, thanking me for contacting them and that I indicated that I might be the Successor in Interest!!! They need a full copy of the Trust and a valid Certification of Trust after the passing of the borrower ( which I have sent multiple times and was informed had been received and uploaded to the account XX/XX/XXXX ). 
o A Trust document is confidential with private financial and heir information, and they are violating my privacy and privacy of the heirs by requesting it. They have a Certification of Trust two of them. Totally valid. All they need. 
XX/XX/XXXX, Freedom Mortgage FORCE PLACED INSURANCE IN THE AMOUNT OF {$3800.00}. UNFAIR BANKING PRACTICE and violation of federal regulations. 
o It is my understanding that a mortgage servicer has to have a reasonable basis for believing a property is uninsured per Reg X/RESPA. 12 CFR Part 1024 with 1024.37 ( b ) making it a significant burden for the borrower if wrongly applied. 
o This force placed insurance will make it impossible for the heirs to make the monthly mortgage payment. It is creating a financial burden. I believe this is intentional on behalf of Freedom Mortgage to force the heirs into foreclosure. They are refusing to do the Assumption and refusing to let me speak to anyone. Now the force placed insurance? 
o They have acknowledged receipt of proof of insurance and proof of payment. 
o The property is in the names of the heirs the policy needs to be in the name of the heirs as well o Freedom Mortgage refuses to work with me to get an Authorization - much less an Assumption! 
XX/XX/XXXX, I went online to find an email address for the insurance department at Freedom Mortgage since they will not speak to me on the phone. I emailed both the Trust policy and the heirs policy showing the property had never been uninsured. Received auto response stating I would have a response in 2 days. 
o No response was ever received. 
XX/XX/XXXX, I contacted my insurance agency to inquire as to anything she could do to provide proof of insurance to Freedom Mortgage. She sent the declaration page and proof of payment to Freedom Mortgage. She received an email response stating they were rejecting the proof of insurance because the heirs names were not on the loan and an assumption needed to be done! Eight months and I still have no assumption, much less an authorization to speak to anyone there. 
I emailed the Freedom Mortgage Insurance Department contact XXXX XXXX and he acknowledged he had received the proof of insurance and that they were rejecting it because an Assumption needs to be done. He would have someone from the Mortgage Department contact me. 
o No contact was ever received. 
XX/XX/XXXX. Called Freedom Mortgage. Customer Service said they could not talk to me because I was not authorized. I asked for Loss Mitigation and she said I could not speak to anyone in Loss Mitigation. I said. Connect ME Now. 
o I got XXXX from Loss Mitigation on the line who repeatedly and arrogantly and disrespectfully said I was not authorized to talk about anything to do with the deceaseds account. 
o I asked what they needed and that Ive sent all the documents requested multiple times, been told they are received, and I just keep getting these letters saying they need the same documents month after month. I dont know why they wont accept them. I just need to TALK to someone. He said he couldnt speak to me, that I needed to get another letter from my attorney like the last one did me any good but make me poorer- and that if I sent all my documents again to the loss mitigation email someone will respond to me via email not a letter. He said I would receive no more letters and they would email me back with what Im missing. 
o I re-sent all the docs asking for a status update on my request for Authorization to speak on behalf of the deceased and the Assumption for the heirs and literally begging them to please help me. 
o I received an auto response stating they do not reply via email to inquiries sent to this email address. 
I do not know how to resolve this. PLEASE HELP ME. 
o Violation of FDCPA - relentlessly harassing me for documents that have already been submitted o Predatory Lending Practices targeting vulnerable populations requesting unnecessary documents ( valid Certification of Trust after the death and then not accepting it after I paid over {$300.00} for it and is accompanied by a letter from the attorney stating it is valid and I need authorization to work on behlf of the deceased ) and telling me I need another letter from my attorney when they havent even acknowledged the receipt of the first one. 
o UDAP Unfair Deceptive Acts - fraudulent misrepresentations o RESPA force placing insurance without a reasonable basis when they have acknowledged receipt of the proof of insurance

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