Consumer complaint received 2024-03-19 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: Freedom Mortgage Company
State: FL

Complaint narrative:
XX/XX/XXXX I am filing another complaint against Freedom Mortgage Company/Corporation ( FM ). 

On XX/XX/XXXX I called Freedom Mortgage Customer Service ( FMCS ) and I spoke to a representative ( Rep ) about the death of my mother ( co-borrower ) and that I am her sole survivor/successor. 

I was told that a form will be mailed out on Friday, XX/XX/XXXX, that will provide my information that requires my husbands signature ( Primary Borrower ) to have my mothers name removed and add my name to our mortgage account. 

On XX/XX/XXXX When I provided the death certificate and followed up via the Freedom Mortgage ( FM ) website ( per instructions by the FMCS Rep ) I was informed that FM does not have such a program in place to add/remove a name from our mortgage account. 

I responded that I had spoken with a FMCS Rep on XXXX and was informed to await a form that will allow me to assume my mothers role as co-borrower as she is no longer living, their response was to send me a form via pdf that served as a loan application. 

When I had spoken with the FMCS Rep on XX/XX/XXXX, I had specifically asked him if I can be added to the account without refinancing our mortgage account and continue with our current mortgage payment plan ( no change in our payments or interest rates ) and I was assured that we can. 

We have been paying our mortgage payments and rental payments since being displaced by Hurricane Ian XX/XX/XXXX. Its been financially straining but we still managed. 

Our house is still being rebuilt and we have been having issues with FM concerning getting our insurance/inspection draw checks in a timely manner to our General XXXX ( GC ). 

The last complaint I had submitted about FM was because their third party inspector made a false report about speaking with me before conducting his inspection. He filed a report without contacting me, or my husband or our XXXX. The check was sent with my husband and my mothers name, which my husband had previously requested that my name along with the XXXX  ( whose W-9 had been submitted as requested by the FM Loss Mitigation Processor ) be added and my mothers name be removed on the check. 

I had provided the XXXX XXXX document to the FM Loss Mitigation Department so FM had the same access as these forms/documents have been uploaded to our mortgage account.

I am not asking to refinance. I am not looking to make any loan changes. I am asking for my name to be added to our existing mortgage account as my husband is the Primary Borrower and my mother was the Co-Borrower. My name is already listed on the Title/Deed document when we initiated the loan with XXXX XXXX XXXX. 

XXXX XXXX XXXX sold/transferred loan to Freedom Mortgage XXXX XX/XX/XXXX, while we were displaced from our home after Hurricane Ian XX/XX/XXXX. 

I am my mothers sole heir, and I was her XXXX XXXX until her recent passing, XX/XX/XXXX. 

It is my understanding that when a borrower dies, the successor/heir can have their name added to an existing mortgage account. 

I am still mourning my loss, she was the last of my maternal family. This year and a half has been a very difficult time for my family. 

About two hours ago, I received a call from FM Assumption Rep, XXXX, who had informed me that the Assumption form was informal and as long as I submitted the remaining requested documents that my name will be added to our mortgage account without further delay.

However, the letter we received from FM stated differently which I sent an email back to Assumption department for clarification today.

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