Consumer complaint received 2024-04-25 00:00:00
Product: Mortgage — USDA mortgage
Issue: Struggling to pay mortgage — An existing modification, forbearance plan, short sale, or other loss mitigation relief
Company: Freedom Mortgage Company
State: AR

Complaint narrative:
I initially filled out a modification application in XX/XX/XXXX, and my mortgage was referred and approved for foreclosure XX/XX/XXXX. I was not notified within 5 business days if my application was approved or missing documents or etc. Between XXXX XXXX to XX/XX/XXXX I continued to send in documents I thought were needed based upon talking to customer service. Most of this process involved repeatedly sending in the same documents. Ultimately I was approved for loan recovery. I was informed that I would be placed on a trial plan for 3 months and if I made the 3 payments Freedom mortgage stated they would send me a permanent plan out via ups within 3-5 business days upon completion of the 2nd trial payment. Customer service at loss mitigation informed me that the faster I completed this trial period, the faster I would get the permanent modification documents and could put this all behind me. I completed all 3 trial payments. I was also informed that after the 2nd payment my permanent documents would be drafted and sent within 3-5 days as well as a foreclosure hold since I have been approved. Final payment of trial was made XX/XX/XXXX I have received no permanent documents. I have made several attempts to reach freedom mortgage to find out the status of my account from the loss mitigation team. All of the representatives keep insisting that I call back within 7 days and that I should receive the documents in 7 days. Now it is 40 days away from the sale of my house NO ONE has reached out to talk to me about the trial payments no emails have been returned. I have requested for several managers and even spoke with one who stated she would reach out to underwriting and they have not returned my call from two weeks ago. Anytime I call freedom mortgage I get different answers. I have as of today sent in another loan modification document since they sent out a packet XX/XX/XXXX after telling me I was approved for modification back in XXXX, this time telling me I needed even more information. I am urging freedom mortgage to honor their word of sending me my permanent modification documents and they are making every effort to further prolong this ordeal so they can sale my house despite my constantly being in contact via phone, email, fax, etc to supply whatever is needed to process my modification. They have several times waited 30 days just to inform me of what documents I was missing. When I received my approval for modification there was no place on the letter they sent to sign to acknowledge my approval, yet freedom mortgage stated my initial trial payment was sufficient enough to indicate that I wanted to accept the offer. Now they have reversed my funds that I have paid and can not or will not tell me what is going on. It takes them weeks to months to send documents and they are not allowing me sufficient time to collect my documents and get to sent in, for example on the date they sent the approval letter it was never actually mailed to me it was placed in a hidden spot on my online account and because I am on modification my online account has certain features limited. From the point where I finally gained access to approval letter I only had two days to accept. My account does not reflect an accurate description of what they are telling me on the phone ( to wait for my permanent documents ) and the online account widget is always glitching and refreshing itself. I have sent in another modification packet on yesterday just because my sale date is close and I havent heard back from them. Basically Freedom mortgage has said Im being penalized for making payments early however the agreement I had with them was to make trial payments in a timely manner and all payments have been made yet they are not attempting to honor the agreement.

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