Consumer complaint received 2024-03-26 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 To CFPB : This is my third complaint against Freedom Mortgage Company/Corporation .

We received a check today from Freedom Mortgage ( FM ) Loss Draft Department ( LDD ) after two weeks of waiting on our 3rd inspection draw check : 1 ) they provided incorrect tracking number for XXXX 2 ) When check was received today, XX/XX/XXXX, it still had my mothers name on it 3 ) Called FM LDD 3 times today. First call was to inquire about the XXXX tracking issue. Second call was to ask why the 3rd inspection draw check had my deceased mothers name on it, which the LDD Rep. XXXX placed me on hold and then disconnected the call. Third call to FM XXXX I spoke at length with XXXX who informed me that their department never received any information regarding my mothers passing. 

I informed XXXX of FM XXXX that the death certificate was submitted to FM Customer Care Team ( FM CCT ) on XX/XX/XXXX. I submitted the death certificate again today, XX/XX/XXXX, as she sent me a link to their FM LDD portal. 
I sent emails with screenshots to the email address she provided me as she stated that their department doesnt have access to FM CCT information. I also forwarded to same email address the email that I sent to our FM LDD Processor on XX/XX/XXXX regarding the death of my mother and that the death certificate was submitted to FM CCT on XX/XX/XXXX with no response from the FM XXXX processor. 

She informed me that she would contact our XXXX processor via email to inform him of our circumstances and the re-issuance of the 3rd draw check. ( which typically takes 8-10 business days but as its a re-issue 3-5 business days to process ) I sent a follow up email to LDD processor today as well and included the email to him of XX/XX/XXXX asking him NOT to add my mothers name to XXXX draw inspection check. 

The check we received still had her name on it. 

We have been jumping through hoops since before my mother had passed and we are still having to jump through additional hoops as FM doesnt have a streamlined process to ensure timely and efficient service to their mortgage account customers. 

Now, I am communicating with a third department of FM, the Loan Assumption Team ( LAT ), that seem intent on hindering our online access until the loan assumption form has been notarized. 

Why must we go through this just to add my name to an existing mortgage account? I have read on the CFPB website that when a borrower passes away, the successor can be added to an existing mortgage account without refinancing or reapplying for a loan. 

We have been paying our mortgage payments even after XXXX XXXX XXXX and yet there has been nothing but issues with FM and their various departments. 

What should have been a simple task ( just adding my name to our existing mortgage account ) has turned into a frustrating nightmare. 

Freedom Mortgage has been good about placing blame on other external factors but not once have they accepted accountability and made efforts to correct their own shortcomings.

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