Consumer complaint received 2023-01-23 00:00:00
Product: Mortgage — VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: Freedom Mortgage Company
State: WA

Complaint narrative:
My husband and I have been dealing with this nightmare since XX/XX/XXXX. We want our current mortgage company XXXX XXXX to abide by and implement the XXXX XXXX XXXX XXXX that our former mortgage company Freedom Mortgage said we were approved for in XX/XX/XXXX. The following is a synopsis : On XXXX XX/XX/XXXX : Received a letter from Freedom Mortgage stating we had been approved for the COVID-19 Refund Modification. The letter stated we told Freedom Mortgage that we could not resume payments, which was not true. We told Freedom Mortgage from the very beginning that we were ready to resume payments. A copy can be provided. Freedom Mortgage XXXX XXXX said they would resubmit the paperwork. On XXXX XX/XX/XXXX : Received a letter from Freedom Mortgage that we had been approved for XXXX XXXX XXXX XXXX. Freedom Mortgage said they would work on the paperwork that had to be notarized. A copy can be provided. I called Freedom Mortgage, and the representative stated the signing would be scheduled. I asked the Freedom Mortgage representative if I needed to get a XXXX XXXX XXXX from my husband, who is active-duty military since he would not be present for the signing. I told the representative that my husband had been reassigned to Washington state and my daughter and I was remaining in XXXX XXXX until her high school graduation, she was in her senior year. The representative said Freedom Mortgage would send my husband a copy of the papers in WA and the notary would notarize the documents for him in WA. XXXX XX/XX/XXXX : A notary had me sign and he notarized the XXXX XXXX Partial Claim paperwork. The Notary, XXXX XXXX with XXXX XXXX, called Freedom Mortgage while he was at the house because he thought My husband was going to be at the signing. No one from Freedom Mortgage answered the phone. I signed the paperwork and XXXX said he would XXXX  the documents to Freedom Mortgage. A copy can be provided. I kept calling Freedom Mortgage and each representative said they would send the papers to my husband, and it never happened. One day I called Freedom Mortgage and the representative told me that Freedom Mortgage sold our loan to XXXX XXXX, and I would have to talk to them about getting the paperwork corrected. I was given a phone number to XXXX XXXX. I kept calling XXXX XXXX for months and was being told my file could not be found so they had not received it from Freedom Mortgage. At one point, I was told I was calling the wrong company and number. I was told to call XXXX, which was the mortgage company doing business as XXXX XXXX. I was given the correct number and called. I called XXXX XXXX several times trying to resolve the matter and start making mortgage payments. Finally, one day I was told that XXXX XXXX finally received the paperwork. After reviewing the paperwork with me on the phone, the representative said the paperwork was wrong and the representative put in a request to her back office to correct it. After going back and forth with XXXX XXXX, XXXX was told to start making payments in XX/XX/XXXX. As May was ending, I called and asked about making a payment. I was told I could not make a payment because my payment had to be made before XXXX XXXX. I never received anything from XXXX XXXX stating anything about the payment. XXXX XXXX sent XXXX a demand letter and sent a delinquent payment notification ( 180 days ) to the credit bureaus. XXXX XXXX XXXX closed my credit card because of the derogatory reporting. A negative post to our credit hurts My husbands security clearance and therefore his career and our lively hood. I fought the input and XXXX XXXX has since removed it. During the week of XXXX XX/XX/XXXX, XXXX XXXX stated XXXX XXXX  disapproved the post-forbearance plan because the home is a rental. When we were exiting forbearance last year, I spoke with a XXXX XXXX representative and spoke with Freedom Mortgage representatives and was told by both parties that XXXX XXXX would treat ALL XXXX XXXX XXXX exiting forbearance at special consideration made for the XXXX XXXX forbearance. This would allow workout plans without the need to submit paperwork and rentals would not be treated differently if the forbearance occurred under the XXXX XXXX. XXXX XX/XX/XXXX : I was told my husband and I would have to apply for a standard loan modification, which requires a lot of paperwork, and there is no guarantee it will be approved, and XXXX XXXX was going to hit our credit 180 days late once again. ADDITIONAL INFORMATION : All the Veteran Affairs circulars state Veteran Affairs is going to work with veterans coming out of the CARES Act Forbearance. I have looked at the Veteran Affairs Post-Forbearance Circulars : XXXX, Dated XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ( Copy Attached ) XXXX, Dated XXXX XX/XX/XXXX XXXX Deferment is a XXXX XXXX XXXX XXXX Option. ( Copy Attached ) As a side note, the only reason the property is a rental is that when I, I was on XXXX XXXX at the time, and my husband received short notice PCS orders we were unable to sell the home unless we brought $ XXXX to closing because the market crashed. If we were XXXX XXXX  the government would have helped us. The relief came to military members three months after we signed into our new base and therefore, we were not eligible for any relief. ***

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