Consumer complaint received 2022-04-06 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — 
Company: Freedom Mortgage Company
State: VT

Complaint narrative:
Good day, I will apologize in advance for the length of this but I have several ongoing issues that have been going on for about 8 months and it seems like regardless of how much information I provide or how many people I speak with, these issues are still unresolved and are now causing real problems and stress in my life. 

I have had an FHA loan through Freedom Mortgage since XXXX. Last year they set up a forbearance plan. I have filled all the forms and had them notarized for the forbearance plan and XXXX XXXX  it to them as instructed and even though they have the tracking number and can see it was received, and have the name of who received it, they can not find the documents and still have not completed the forbearance plan and are now asking to submit again except now they then say my property does not qualify. So I am stuck in some kind of loop. 

They have also put the entire mortgage of {$260000.00} on my credit even though I am still making payments and they say I will not owe a payment until XXXX of XXXX. This dropped my credit by XXXX points in 1 day. They simply say they are working on fixing it however this greatly impacts my life. 

They are also putting my money into some kind of pocket account. This account is not used towards my principle and they will not refund the money. What is this? 

I was also informed that they owe me over {$4000.00} and I should get that back however I can not because they will not process the forbearance plan. 

They also lost my insurance information. I faxed a copy of my insurance several times but they insist I need lender placed insurance. This has spiked my mortgage payment just under 150 % of what it should be. This has made my mortgage payment almost unpayable. 

I have been speaking to them 2-3 times per week to resolve these issue over the past 7-8 months. I have asked on several occasions if I can email them the documents they request ( I can hear the sounds of outlook, I know they have email ) but they just refuse. 

I have done everything they have asked and filled out and completed all forms and payed my insurance in full for the year. 

These issues are entirely caused by Freedom Mortgage and even though I spend 1-2 hours a week on the phone, there is no resolution. I get bounced around from person to person and none of them seem to have notes on what is going on so I have to spend a tremendous amount of time explaining everything over and over. I have asked for supervisors to call me back and so far I have not heard from any of them. 

They just keep me in this loop of we'll fix it. 

They have also told me I am in foreclosure when I not. 

They have told me I can not buy my own insurance and they have provide my insurance. Even though I have paid my insurance for the year in advance. 

I don't see an end in sight. I really need someone to step in and hold these people accountable for their mis-steps. I have been lied to many times and it doesn't seem like anyone is doing any work to correct the numerous issues on my account. 

They tell me they record all calls so all of our conversations should be on record and available. I would love for someone to request them.

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