Consumer complaint received 2022-12-13 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Freedom Mortgage Company
State: PA

Complaint narrative:
I lost both my jobs due to XXXX and was approved for a forbearance plan through my old mortgage company, XXXX. It ended up being a year of no payments but helped because I was able to secure a new job. When my forbearance period was over, I spoke to a Rep from XXXX and started the modification process since I was making XXXX instead of XXXX. I completed the entire packet, signed all documents to release tax transcript, and everything else they asked for. I then received a letter XX/XX/XXXX stating that I was approved, pending three trial payments that had to be paid on time for the next three months. I successfully paid XXXX, XXXX, XX/XX/XXXX. After the last trial payment in XXXX, I called XXXX to inquire about the next step. I was told that I was not to send any money yet because it would change the dollar figures in the new documents and to wait until I received a packet via XXXX, this should take 7-10 days. Once received, follow directions in the packet carefully, exactly, and within the time frame requested. Then have appropriate documents notarized and send back to finalize my modification. This was modifying my previous loan from XXXX including taxes and escrow / 480 months/ XXXX deferred/ XXXX int to XXXX / 480 months / XXXX deferred/ XXXX int. I had completed everything and thought that I could stop worrying about this, it was almost a done deal. On XX/XX/XXXX I received a " goodbye '' letter from XXXX  saying that my loan was being transferred to Freedom Mortgage, as of XX/XX/XXXX I was to send payment to them instead of XXXX, and that if I was participating in a forbearance or other Covid related payment plan the transfer would have NO EFFECT. I wasn't sure what to do next so I called XXXX who told me to call Freedom. I was a bit annoyed that XXXX never mentioned, considering I just spoke with them about finalizing my modification. They assured me that the modification would be no problem and it would take up to 60 days for XXXX to forward all necessary docs, i was to continue to wait for the documents and for them to give direction as to how to finalize. Well its been a nightmare ever since. Almost immediately ( XX/XX/XXXX ) I started receiving letters from Freedom " letter to collect a debt '', so I called Freedom again and was assured that " it should all be fine '' but they were still not seeing that all documents have been sent over from XXXX yet. They asked me to email copies of the modification letter that I received from XXXX, which I did. I start receiving packets in the mail to apply for a modification, so I call Freedom again. XX/XX/XXXX I speak to XXXX and have to explain it all AGAIN, she comes back on the phone after being on a long hold and says she can offer me a modified payment of {$1300.00}. At this point I am completely confused since the modification is supposed to make my payment more affordable and this would make it almost {$160.00} higher!? Also, how she could just come back with an offer like that on the phone since I've been waiting so long? I turned down the offer and explained that I am making less money ( she agreed it was a bad offer ), the terms of the modification that I almost had were agreeable and I cant understand why this is taking so long, why it can't just go through like it almost did with XXXX. She states that she will submit it " for a review '', and explain why I wasn't able to accept " so it can get resolved ''. Once again, I'm waiting. I hear nothing so I call again on XX/XX/XXXX and speak to XXXX who can't give me any info, whatever she says isn't solving my issue and I demand to speak to someone who CAN tell me something and make something happen. After trying to tell me that there was no one else that I could speak with a few times, and me not accepting that ( because there is always someone ), she transfers me to XXXX in underwriting. XXXX is extremely explanatory, apologetic, and promises to " submit for review '' ( again? ), She tells me to wait 2 weeks and call the same number back ( apparently there's no number I can call to deal with the same person each time instead of telling my story over and over and over ). I call in 2 weeks and they tell me that I have to start all over. I was not happy with that so they say only certain documents had to be resubmitted because they're only good for a certain time period ( if it was put through immediately It wouldn't be past the time allotted ). XXXX I receive a letter stating that in order to complete my application, freedom needs paystubs for the last 30 days, Financial worksheet, and Proof of additional income. Once again, I call and this time I'm told that, yes I need to send in my most recent pay stubs, that she ( did not document the Reps name this time ) is not sure why they are asking for financial worksheet because it looks like they have that, and after I tell her I'm confused as to why they're asking for proof of additional income, she tells me that if I do not have any then that's probably not needed. I faxed my pay stubs on XX/XX/XXXX ( this was a tad delayed because I got really sick for a few weeks ). On XX/XX/XXXX I receive a letter stating that I recently began the review process for loss mitigation assistance but they are unable to proceed because there are outstanding documents and they have closed their review. they list pay stubs, financial worksheet, and proof of additional income as documentation that they've requested and not received. On XX/XX/XXXX I received a packet with a letter stating that Freedom is " concerned about my recent missed payment .... '' and encouraging me to fill out the enclosed documents to see if I qualify for one of the programs to " stay in my home '', one of them being a modification. I call XXXX AGAIN, explain the situation once AGAIN and explain that I did fax my pay stubs but this letter says it wasn't received. I have a fax confirmation indicating that it was successful. She tells me that there's nothing she can do except submit it for review and " hopefully get this resolved '' and that " unfortunately interest rates are on the rise and '' ... ... at that point I lost my cool. I have been trying to do this for an ENTIRE YEAR. I should have already been done with this at the dollar figures I agreed to almost 12 months ago but Freedom mortgage has done basically nothing. Every time I call I have to explain everything like there's nothing in the computer, I'm told its being submitted for review but the review never happens for whatever reason. This Rep tells me that she put it in for review AGAIN, and including with it a request that original offer from XXXX can be considered. She tells me they have XXXX hours to review it and that I should call back Saturday before XXXX. I figured I would give them until Monday. Well today is Monday and I've just about had enough! I called this morning, explain everything AGAIN, this Rep tells me that it hasn't been looked at and she doesn't know why the other person would tell me anything about XXXX hours? She really doesn't offer anything except for " you can call back but as of now they haven't gotten to it yet ''. I tell her that I am escalating to someone outside Freedom mortgage and I hang up. This brings me to now. So I am honestly not sure what to do from this point. I do not want to lose my house, I was so close to having this modification that for this to be happening is just wrong. I jumped through every hoop both mortgage companies asked for. It was not my fault that my mortgage changed hands. Its actually quite disturbing that they would do that to someone. I am stressed out every day, trying to resolve this or worrying about the outcome. I should not have to modify at a higher rate because they cant get it together. I cant afford anything higher, obviously. I am praying that you are able to help me get this resolved, quickly, and fairly. Freedom does send communication giving me a name of someone who is supposed to be my contact person but they never transfer me to anyone and every single one has a different name. No one ever knows anything when I call and what they pretend to know has proved to be wrong. I do realize that certain mailings are probably auto generated but that just adds to the confusion.

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