Consumer complaint received 2022-11-07 00:00:00
Product: Mortgage — VA mortgage
Issue: Struggling to pay mortgage — 
Company: Freedom Mortgage Company
State: AL

Complaint narrative:
In XXXX of XXXX, my fianc and I went through a ruff financial phase, I had to step up and help him with his needs, also take on all of the household financial responsibilities, and keep up with our XXXX children. Financially that was a lot for me especially with my XXXX XXXXXXXX Check being stopped ( reduction in income ). I reached out to XXXX initially because thats who owned my loan, I was informed that the loan was in fact being managed by Freedom Mortgage at that time. I never received any documents inform me that my loan had been changed to Freedom mortgage. I finally got into contact with freedom mortgage where they inform me that because of my hardship I qualified for the XXXX Forbearance plan. Also, that upon completion of the forbearance I would qualify for the XXXX XXXX XXXX where my interest rate would not be touched and the missed payment ls would be tacked onto the back on the loan. In XXXX of XXXX, I asked if I could come off of the Forbearance plan and resume my payments and was told No, that I had to wait out the Loss Mitigation process, they told me that I was protected and didnt have to do anything but wait on underwriting to make a decision. Fast forward and I kept calling, I was finally told in XXXX of XXXX that they were needing my past 2 months of Bank Statements and Check stubs. I sent it. No reply, nothing. I called again, and was told I needed those same XXXX items sent in, when I stated that I had already sent it, I was told that they were too old. Mind you, I sent the current, XXXX past and XXXX past. I sent 3 months of ban I statements and check stubs. Fast forward to XXXX, I get a call from a man stating he received an email to come and do an sprain my home for a pre-foreclosure. I called freedom mortgage again, and was finally told what do I they needed and they finally sent the Financial statement packet to be filled out. I have submitted everything and STILL havent heard anything. Below is the tentative timeline that the agent from Freedom Mortgage told me took place from her records. 

XX/XX/XXXX - I was pulled out of forbearance plan ( no information was told to me ) XX/XX/XXXX - My File was assigned to an underwriter ( nothing was requested of/from me ) XX/XX/XXXX - A streamline offer was pending documents. ( No documents were requested of me ) XXXX - ( She wouldnt tell me what exact date ) I called to ask what was going on with my loan and when I could resume making payments. I was told they needed my XXXX most recent check stubs, and XXXX most recent Bank statements.. I sent the requested documents. 

XX/XX/XXXX - My File assigned another underwriter. Loss mitigation was denied due to missing documents. ( The documents I sent back in XXXX. ) XXXX I called Freedom Mortgage again. And was told my account was in Foreclosure. I would need to submit a Loan modification packet. The packet was finally mailed to me. I filled out and on XX/XX/XXXX I submitted the packet along with my XXXX tax return, my current and last XXXX check stubs, current and last XXXX Bank statement. I havent heard anything back. I called and was told to give them XXXX business days for the packet to be received. 

None of this stuff is listed on my online account! None of these details or messages. The only thing I received in mail was my mortgage statement each month. I called about it and was told that I would keep getting my statements but everything was fine and I was protected throughout the loss mitigation process. Unfortunately, I was never IN the loss mitigation process come to find out. They were needing documentation that I never knew they needed. I have had so many costly penalties, late fees, and attorney fees added to my account. I want all of those fees removed because I intact qualified/qualify for the XXXX XXXX XXXX XXXX. This modification will allow me to keep my current interest rate and not lose my home to foreclosure. I have been told by freedom mortgage that the XXXX  is not allowing this modification any longer which is a LIE. They are trying to take my home and get all the money they can. No help at all!

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