Consumer complaint received 2024-04-26 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: LA

Complaint narrative:
XX/XX/XXXX I received a XXXX for XXXX XXXXXXXX and submitted approval letter etc into freedom mortgage portal and also emailed a copy with my act number in subject line. I followed up many times to ensure I completed everything on my end..XXXX  stated that the check would be disbursed to freedom mortgage, however they needed to follow through on their end, iprotocol was not being followed. I informed freedom of that and was reassured it would be taken care of. I received modification papers in XXXX which did not reflect the grant. I contacted freedom and asked if they wanted me to sign and return ( notarize ) the documents or wait on the correct amount to avoid further paperwork and confusion. After approx XXXX minute hold, XXXX came back and said shred those documents and we eil send you new packet reflecting the {$25000.00}. 
I cancelled my notary who I use often. Days passed, no focumevts. After a week or so I started calling again.. now Im being told that bc I did not return the packet they told me to shred, my account was in loss mitigation. 
This was a perpetual hamster wheel of calls, conversations and nothing coming to fruition. My account access was limited bc of the status XXXX placed me in and absolutely NOBODY I spoke to understood what was going on or how to resolve the issue so it was escalatedthis went on FOREVER. I went from saving several hundred dollars a month to now an increased interest rate and my grant expired from their delay in communicating with XXXX 
At least thats what tcreefom told me. I found out later that the grant did not expire until XXXX XXXX XXXXXXXX they were just negligent in doing their job.i was being sent packets once every XXXX XXXX  or so that was not anywhere near the terms we discussed or what my original documents they sent in XXXX reflected. I would contact them and remind them of what was to be sent.yes, I see that notated on your account. We will fix this XXXX XXXXnever happened, same wrong documents and XXXX XXXX extreme panic realizing Freedom mortgage is perpetuating the problem for me and smelling like roses for them bc now its a huge snowball effect of different issues. Forbearance from covid is in place, we had a couple of declared disasters XXXX XXXXXXXX XXXXXXXX XXXX XXXX I was constantly reassured my account was fine and I need to not worry. 
I have recorded conversations of many calls also bc nothing was making sense and nothing was happening that was discussed. 
Also, I notice I am being reported to the credit bureau during forbearance and addressed zTHAT also and was assured it would be rectified ( once I finally spoke to someone that believed me bc I was being told no maam, we are not reporting our accounts I have the letter from them in XX/XX/XXXX apologizing for reporting me to the credit bureau. 
A couple of months later I noticed random fees each month and asked that they correct it. 
Its been XXXX!!! 
I complete applications for the special forbearance they have now promised me since Ive been XXXX XXXX XXXX XXXX XXXX. Ive been on XXXX XXXX  since XXXX and I have no help. My boyfriend if 4 years left a couple of months after my diagnosis in XX/XX/XXXX who was actuallyisted on my account in XX/XX/XXXX as the responsible party which had to go through underwriting AGAIN. Keep in mind that its gotten so out of control, freedom is sending letters that are getting crossed in the mail & directly negating email correspondences. Its ALL intentional to confuse the situation. 
XX/XX/XXXX I submitted another application for the special forbearance bc they apparently did not receive my XXXX packet? even though I have a letter XXXX XXXX that they received my completed application and I could expect a decision in 30 dayswell, I followed up, as usual, after XX/XX/XXXX and was told it was received and was being reviewed. 
XX/XX/XXXX I received a letter stating my packet was not complete and listed XXXX items missing. 
I simply forwarded the existing email from XX/XX/XXXX and listed for them where the info they said was missing actually was by page number. Im getting Extremely nervous bc nothing is adding up and no one knows whats going on. Each representative tells you something different. 
I lookup local foreclosures and I am listed!!! 
How can I be on a foreclosure list when I am in loss mitigation waiting on areview of my information.!??!! 
I receive a letter from XXXX XXXXXXXX XXXX XXXXXX/XX/XXXX letting me know they will be taking my house in 60 days. 
Meanwhile, freedom says not to worry bc I am in loss mitigation. XX/XX/XXXX I receive documents to review and return within 24 days of my receipt. On the XXXX as Im in correspondence with the court house, XXXX XXXX atty with XXXX XXXX firm filed another foreclosure suit on XX/XX/XXXX with an auction date of XX/XX/XXXX. XXXX tells me there must be a mistake bc I still have plenty of time to return my document and there should be no active foreclosure on my house. 
I have the emails from the court house. 
They have harassed me, lied to me, promised me I was going to receive the special forbearance due to my XXXX and EXTREME illness. 
I had XXXX yesterday and got results from my echo of my XXXX done the XXXXI can barely breathe and its bc my ejection fraction is half of what it should be and my XXXX is working overload bc of XXXXXXXX XXXX as well ss my vision. XXXX XXXX  me with XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX 
I will attach emails and you will see the plethora of attempts I make to resolve this maybe Im created by freedom mortgage to the point of suchh confusion you dont know where to start.

This is extremely frustrating, scary and Im begging for help on how to rectify this mess. 
Why hire a law firm when you are promising me that my health issues grant me a special forbearance specifically for situations like thisand I quote.

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