Consumer complaint received 2021-12-28 00:00:00
Product: Mortgage — Other type of mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: Freedom Mortgage Company
State: MA

Complaint narrative:
I am writing to you for help and assistance. I live in XXXX Ma with my husband and out XXXX infant. We own our condo at XXXXXXXX XXXX XXXX XXXX. My husband and I have been trying to refinance our mortgage loan with no avail. It feels like every door we knock on, false promises are made as we enter, and then the door gets shut in our faces. 

We purchased our home in XX/XX/XXXX as first time home buyers, coming out of college with students with a dream of having some of the American pie of the white picket fence and a couple of kids. We were making our mortgage payments on time, until the fall of XXXX when I started XXXX school. Our primary lender at the time was XXXX XXXX. Upon realizing the financial strain of being in XXXX school and making payments, I reached out to XXXX XXXX and let them know of my new financial circumstance. I was told by the representative that they noted it on my file. Some months we were able to make payments and some months we were unable to, but I always called in to let my lender know where we were at. 

In the Spring of XXXX in XXXX, my husband became ill with XXXX. We called our lender and they assisted us with getting on Forbearance. We were unable to make any payments at the time due to either of us being allowed back at work due to XXXX. I was not allowed to work because I had a member of my household with XXXX, and he was sick through XXXX of XXXX. 
My husband was able to recover from XXXX, not without lasting effects. 

It was fall of XXXX when my husband and I started on our paying off all our debt journey. Within months we paid off credit cards, personal loans, and made a dent in our car loans as well. We found out we were expecting and continuing to make payments to exercise debt before the baby arrived in XXXX of XXXX. We were notified by our lender, XXXX XXXX, that our Forbearance was coming to an end in XXXX of XXXX. My husband and I started working on a loss migration plan with our lender in order to bring our account current with the outstanding balance of {$12000.00} we owed. We filled out all our paperwork and got approved for 3 trial payments while the underwriters were reworking our loan agreement. We were able to make 2 payments in XXXX and XXXX of XXXX, and were getting ready to make our third and final payment in XX/XX/XXXX, when we found out our lender sold our loan to a new lender. 

Making sure that we did not miss any of our trial period payments, my husband and I contacted our new lender, Freedom Mortgage, in order to make a payment. We were told by the representative that they could not honor our payment plan with XXXX because they did not have the documents stating our trial payment plan. They urged my husband and I to get in contact with XXXX XXXX in order to get the documents sent over. We contacted XXXX and we were told that they already sent everything over to Freedom. And in order for Freedom to get new paperwork sent it will take several business days. It took several weeks. My husband and I continued to check in to follow up on the anticipated documents needed, every time we called in we had to reiterate our story to a new representative who did not read our file. Every time we had to re-discuss that our account was transferred over to XXXX. We requested to speak to managers and we transferred to people who were so unuseful and unwilling to help us expedite anything. By mid XXXX Freedom finally received the paperwork needed and we were finally able to make a payment. We were chastised when we called in by a representative that told us we missed XXXX payment, when in reality their colleagues would not let us make a payment until they received documentation from XXXX XXXX. 

Once we made that payment in XXXX we were told that the underwriting team was working on getting us new payment work sent out that we would need to get notarized of our new loan agreement. That was back in XXXX, we are now heading into the new year of XXXX, no closer to getting any answers. 

In the meantime, my husband and I have been receiving several calls a week about how we are late on our mortgage even though we have been making payments of the agreed upon amount for the trial payment that we are still in. 

My husband and I have also tried refinancing our loan elsewhere to get a new lender of our choice, and our loan was denied today XX/XX/XXXX due to lack of communication from Freedom Mortgage to our potential lender, XXXX. We were told by the XXXX rep that they needed loan verification and specifics regarding our loan due to the fact that there was nothing reported on our credit. Something that we have no control over, because XXXX XXXX closed our loan when they sold our account to Freedom Mortgage. 

My husband and I are a better place financially and trying to become current with our lender. We feel like we are being neglected and nothing is being done with our case. In term we can not go to another lender because Freedom Mortgage is not doing their due diligence our getting necessary documents over to 3rd parties. We are stuck in limbo with a lender that doesn't care about us. We continue to make payments to a lender who is hard to reach and even when we do acquire a point of contact they always seem to go on vacation or become hard to find even when we call in with representative ID numbers. 

These are hard times, I am more than aware people have to make a living and business have to continue to run. But with something that is so important such as a home, I feel there has been a lot of neglect and not a lot of due diligence done on our behalf. 


Thank you, XXXX & XXXX XXXX

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