Consumer complaint received 2024-12-07 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — Foreclosure
Company: Freedom Mortgage Company
State: CA

Complaint narrative:
In XXXX I had XXXX flood events at my house resulting in insurance claims. 
in XXXX I had a XXXX flood event, which hit my insurance company limits and I had to use own funds and credit cards to work on repairs. 
in XXXX my company made a XXXX time adjustment to my compensation which lowered my XXXX W2 by close to $ XXXX. 
In XX/XX/XXXX I submitted a request to Freedom Mortgage to enter forbearance, to allow me time to pay off the consumer debt I incurred working on flood repairs to my house. 
In XX/XX/XXXX I found out through the Freedom mortgage website that they put me in a " modified payment plan '' lowering my payment for XXXX months and then doubling my payment for XXXX  months to catch up. That did not meet my request and didn't provide any assistance. 
in XX/XX/XXXX I resubmitted my hardship request and asked for any options available to me ( forbearance, loan mod, reinstatement ). Without discussing with me, Freedom Mortgage sent me a loan mod package, increasing the interest rate almost 3 % and raising my payment substantially. That didn't offer assistance I needed. 
In XX/XX/XXXX I re-submitted a hardship request again asking for somebody to contact me to discuss options and I explained the previous loan mod was not an acceptable option as it offered no relief. XXXX again without discussing with me sent another similar loan mod as the first XXXX ( raising the rate substantially and not offering any assistance ). Throughout the entirety from XX/XX/XXXX through XX/XX/XXXX I have not been able to reach anybody at Freedom Mortgage with the authority to discuss options and was only able to reach general customer service representatives that simply " read notes '' in the system and could provide very limited information. A few times through those XXXX  months I would receive a missed call ( while I was at work ) and a voice mail that asked me to call them back but no information. When I called back again I'd only reach customer service and was not able to get put through to the person that left the voice mail. 
In XXXX of XXXX Freedom sent a process server to post a Notice of Sale date of XX/XX/XXXX. I called and re-submitted a hardship request in XX/XX/XXXX. 
In XX/XX/XXXX I had multiple calls with Freedom Mortgage customer service as they kept telling me " there was a title issue and they needed to know if my wife would be signing any documents required '' I verbally confirmed she would be if required. XXXX weeks later I called and they said there was still the same title issue and so I sent a written confirmation through their website portal. XXXX XX/XX/XXXX customer service told me they received my written confirmation and that they were " waiting '' for title to clear. 
On XX/XX/XXXX customer service told me that my hardship package was in underwriting as of XX/XX/XXXX and that the sales date was put on hold. I confirmed on the website that my account was in loss mitigation on the XXXX. 
on XX/XX/XXXX I received an email stating there was a " change in the status of my account '' I was traveling on business at the time in XXXX XXXX, IA. I logged into my account and the status said " active in foreclosure ''. I called and the customer service rep told me that my file was kicked out of loss mitigation on XX/XX/XXXX and that the sale for the next day ( XX/XX/XXXX ) was going forward. I asked for immediate relief/postponement and for somebody to help me and work on a resolution. The rep told me " it's too late. There's nothing you can do ''. That entire XXXX months I worked in good faith to reach a resolution and met nothing but roadblocks through the business processes of Freedom Mortgage, not having access to anybody with authority or detailed knowledge to assist me. 
on XX/XX/XXXX while still traveling in XXXX XXXX, IA I listed the house for sale and received an offer on it. My realtor submitted that information to the trustee for Freedom Mortgage. Late in the evening XX/XX/XXXX the trustee sent a request for additional documentation including a HUD XXXX settlement statement. Escrow offices were closed at that point. 
Early the morning of XX/XX/XXXX realtors, escrow company, and myself communicating repeatedly with the trustee 's office attempting to get them to postpone the sale even a day to review the sales offer. We submitted a XXXX settlement about XXXX AM on XX/XX/XXXX. 
The trustee pushed the foreclosure sale through and failed to give me any opportunity for performance. The house had close to {$300000.00} in equity. My XXXX for XXXX will be over {$300000.00}. I had the funds, the means and the ability for any reasonable solution Freedom Mortgage should have been able to provide. 
Freedom Mortgage uploaded a file to my website account offering assistance on XX/XX/XXXX but wouldn't provide any assistance as the document stated they would.

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