Consumer complaint received 2024-11-09 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: Freedom Mortgage Company
State: WA

Complaint narrative:
Freedom Mortgage has consistently, and intentionally, mismanaged my FHA loan and attempts at Loss Mitigation. I lost my job XX/XX/XXXX. I repeatedly tried to get loss mitigation assistance, and was NEVER offered an FHA Uemployment Forebearance. I worked with WA HAF to get a grant. Freedom Mortgage provided incorrect information to WA HAF. They did six separate escrow analysis, almost all incorrectly. In XX/XX/XXXX, WA HAF paid a grant. My payments were to begin XX/XX/XXXX, but I was still out of work. Freedom then listed a payment over {$1000.00} more per month, stating the last escrow analysis had a {$9200.00} escrow shortage. Freedom had repeatedly been told I was seeking the XXXX Partial claim to follow the WA HAF Grant and they agreed. They failed to process my loss mitigation request and caused the payment to no longer be affordable due to their delays and the escrow shortage which was not reported to WA HAF. They refused to resubmit information and I had to contact my HUD counselors to intervene. They worked with WA HAF for an exception to pay the shortage which should have been with the first payment. I had by then lost my new job and had to apply for Loss Mitigation after the payment by WA HAF in XX/XX/XXXX. The interest rate was so high that the payments were not affordable. The delays by Freedom were so significant that by the time I received the new offer, I was unemployed again. In all this time, and three separate incidents of unemployment, there was never an effort to offer the FHA Special Forbearance for Unemployment. I was told to ask for a new review with the new information in XX/XX/XXXX, after the loss mitigation was dropped. I finally received a packet to complete for the forbearance and my account was supposed to be protected in loss mitigation until XX/XX/XXXX to submit it. On XX/XX/XXXX, I logged in to submit all the documents, only to find the loss mitigation protection removed from my account and my account forwarded to Foreclosure. I urgently requested a follow- up, and the loss mitigation protection I was promised. My packet was entered and the Loss Mitigation Protection then was placed on XX/XX/XXXX, however, they refused to send it back from Foreclosure referral on that very same day!!! I am now told that they CAN NOT approve my FHA Special Unemployment Forbearance because it now does not qualify for it due to the referral to Foreclosure on the VERY SAME DAY. I believe Freedom Mortgage and their incompetence and failure to follow FHA Guidelines is an intentional attempt to foreclose on our home. I am requesting a review of their practices, approval for an additional WA HAF Grant, and the removal of my account from foreclosure. If an additional grant can not be approved, even in these EXTREME circumstances where Freedom Mortgage intentionally sabotaged my efforts to retain my home. I would request the house be REMOVED from foreclosure ( it was literally sent the day my packet was received ) because the account was already supposed to be in loss mitigation and protected. I am also requesting the special unemployment forbearance be applied immediately to the account and that my account be given special provisions once I am back to work so that we can have loss mitigation offer applied, with the XXXX partial claim, and the retention of our interest rate and a 40 year mortgage plan. I believe Freedom Mortgage is intentionally lying to customers with the express purpose of foreclosing on properties with significant home equity, such as ours, but the homeowner wishes to remain in the property. Freedom Mortgage has cost me tens of thousands of dollars in interest and failure to economically protect and preserve our homeownership. I also am requesting a financial settlement from Freedom Mortgage. i believe they should be fined for what they have done to us, and very likely others, and I believe they should be required to make payments onto our account reflective of these damages.

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