Consumer complaint received 2023-04-14 00:00:00
Product: Mortgage — VA mortgage
Issue: Struggling to pay mortgage — 
Company: Freedom Mortgage Company
State: CO

Complaint narrative:
COVID-19 FORBEARANCE APPLICATION I requested an accommodation for my XXXX XXXX and XXXX. It has not been acknowledged. 
1. I have filed loss mitigation documentation to Freedom Mortgage for XXXX, XXXX XXXX XXXX, XXXX  XXXX, CO XXXX as early as XX/XX/XXXX and monthly starting XX/XX/XXXX. Never in writing, ( no response by email ) have I received active feedback to assist me in an active process to complete my forbearance. I have verbally received feedback that my files submitted were inaccessible, multiple times, ( pdf ), and only after adding attorney and Trustee staff to my email submissions did Freedom Mortgage Loss Mitigation acknowledge receipt in late XXXX. The foreclosure sale scheduled for XX/XX/XXXX, remained despite my requests for consideration of being delayed by the Loss Mitigation Departments process. No one began assisting me with my loss mitigation packet unit just over 2 weeks out from the sale. Their letter denying my submission, while I was in the process of making corrections with their staff, terminated the process of my submission 's review and upon checking on the status of my packet after the sale date was moved back to XX/XX/XXXX, the Loss Mitigation Department verbally required me to submit my documents in full for the 5th time. 

2. Although Freedom Mortgage received submissions, they've continued to report negatively on my credit and delayed the processing of my application without active feedback or someone to assist me in corrections since XX/XX/XXXX. 

I have requested a single contact to assist me and this was never acknowledge and the only response given was general information. 

I received a letter rejecting my forbearance application this week, stating that I submitted my request too late. Freedom Mortgage Loss Mitigation staff advised me resubmit everything as she was directed by her management. 
Below is the email in which I addressed the Freedom Mortgage Corp. 's attorney office, XXXX XXXX XXXX. I received no response : XXXX XXXX, I contacted Freedom Mortgage Loss Mitigation this morning at XXXX XXXX, MST. In this phone call I learned that Loss Mitigation denied my Forbearance packet without reviewing any of the corrections to the packet they requested and further, they did not acknowledge receipt of the same material and corrections that I've acted on as required and shared with everyone in this correspondence. Further, I was advised that they sent out a letter on XX/XX/XXXX, stating they denied my packet because there was no time to process it before the sale. Despite my last written request, asking that they consider the absence of due process in other terms of speech verbally in conversation and in writing they proposed to force a sell or other remedy on XX/XX/XXXX, when our issues with remaining in good standing with this loan agreement were COVID-19 related, due to loss of employment, loss of income, XXXX with the XXXX virus on more than one occasion and further the denial of reasonable services/ assistance in applying for forbearance with Loss Mitigation. 

I received correspondence stating an extension was granted to the date XX/XX/XXXX and it was confirmed by XXXX XXXX XXXX Trustee. The person in the Loss Mitigation department acknowledged the extension, then stated that her supervisor needed me to resend all documentation that was previously provided including all screened material. I requested a contact from your law firm so that I could communicate, correspond and actively resolve the inconsistencies and get our account back in good standing. Your firm sent me back to their general process. Our case is not ordinary, we are being ignored despite remaining engaged and corresponding. The person I spoke with today advised me that they would continue the foreclosure process even after receiving all documentation, until they are satisfied. Rejecting our packet that was acknowledged as being received and corrected as their staff required. Once again, it has been rejected and this time after their personnel have screened it with our corrections. Until they are satisfied with the packet to what standard? Further, they've continued reporting foreclosure proceedings on our credit history despite all malfeasance in turning away multiple submissions and even now turning away this submission without review. 

This process with your client, Freedom Mortgage, Corporation has become predatory in practice. Please, what is our next step? Do we resubmit all documentation again as they've required and face getting turned away, face denial, or will your client acknowledge receipt of prior submissions and act on what they've already received ; which is only fair for our sake in due process. I will also consult the XXXX as this has been a strain on my ability to remain engaged. I am a XXXX Veteran. The obstacles and practices your client has set before us and acted on are extraordinarily beyond any due process of any citizen or client. Further, I will address the XXXX XXXX XXXX about the treatment we are receiving from your client. Please, what is our next step?

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