Consumer complaint received 2022-06-13 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Freedom Mortgage Company
State: VA

Complaint narrative:
During Covid, we received the covid hardship forbearance which was going to end in XX/XX/2022. We started to receive many letters about post forbearance options however any notification we received did not mention the deferral option which we qualified for under XXXX XXXX Freedom Mortgage basically tried to force us into a loan modification which we refused every month since XXXX We were that underwriting would work on the deferral and that it would take time, to make sure we made our payment for XXXX as XXXX was the 18th month under the Covid hardship forbearance. We made our payment as instructed however continued to receive phone calls about our loan modification plan. We had to explain over and over again that we never excepted a loan modification plan and that we wanted the loan deferral option. Once it was looked into we were told to not make the payment for XXXX because underwriting was still working on the loan deferral plan. In XXXX we received the payment deferral plan paperwork as well as more documents on the loan modification. We signed and returned the paperwork for the loan deferral and emailed it back to Freedom Mortgage as well as sent it using their messaging system on their website. In XXXX we were contacted again by Freedom Mortgage wondering why we had not made the XXXX payment towards the loan modification plan and we had to explain again as well as tell the representative what we were told. That representative agreed and said no payment was needed and we would receive further instruction one underwriting had finalized the loan deferral documents. We had not heard or received anything else so we reached out to Freedom Mortgage to check on the process and were told we never received a loan deferral document to sign then they said the reason the underwriting did not complete the loan deferral was that we were now over 18 months behind, due to not paying the payment in XXXX which we were instructed to not pay. We then made the XXXX payment and asked them to get the paperwork done ASAP so we could finish the process. We were told to keep paying the mortgage to keep the loan no more than 18 months delinquent which we continued to do. It is now XXXX and we still have not received the paperwork for our loan deferral, we are being charged fees, and we received another envelope filled with loan modification paperwork to sign. We called to let Freedom Mortgage know again that we did not agree to a loan modification and had been waiting on the payment deferral paperwork and the process to be completed since XXXX and we were told they would pass the message to underwriting. Today I received a call from a Freedom Mortgage representative to talk to me about the Loan modification we were now under ( despite us not agreeing to it or signing anything for it ) and she knew nothing about the payment deferral until I had her take a look at all the notes covering all of the conversations I had had with Freedom Mortgage. Freedom Mortgage is trying extremely hard to deny us our right to the option of our choice and is continuing to try to force us into a plan we have never wanted nor asked for. Meanwhile, I am seeing charge after charge on every bill for fees I have no clue about. Freedom Mortgage has also made it so that we can not get on the website to pay our mortgage as well. No matter who we have spoken to or how many times we have spoken to them, this is not getting resolved and at this point, I really feel that Freedom Mortgage is being deceitful and there is some kind of motive to this madness and I would like someone else to step in.

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