Consumer complaint received 2018-11-21 00:00:00
Product: Mortgage — FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: Freedom Mortgage Company
State: FL

Complaint narrative:
After loss of employment due to Hurricane Irma, we requested a Loss Mitigation back in XXXX from Freedom Mortgage. We sat with our XXXX point of contact and filled out all the required paperwork and submitted the complete package to Freedom. Thereafter, several requests for updated bank statement and pay stubs were requested to be re-submitted to underwriting. After the first submission they kicked it back stating that, because of the lengthy process, new bank statements and pay stubs would need to be submitted because more than 30 days had elapsed. We resubmitted the paperwork and the same thing happened again, only this time they said we were missing paperwork that, after multiple calls and speaking to more than 2 different representatives, they realized the documents they were requesting ( bank statements from XXXX thru XXXX ) actually WERE on file and had been " overlooked ''. We were advised that underwriting has 30 days to review, however, they kick the paperwork back stating new updated documents are required. On XX/XX/XXXX we received yet another letter ( see attached ) requesting additional paperwork ( bank statements/pay stubs for the prev 2 months and 30 days of pay stubs ). We again submitted the requested information only to receive a call stating that the package was STILL incomplete. A subsequent letter ( XX/XX/XXXX, see attached ) stating that a document had been future dated ( Unemployment Affidavit, originally signed and submitted in XXXX ) and needed to be re-signed and resubmitted along with, again, updated bank statements on all accounts. We did so but questioned why this wasn't noted the first ( or second ) time the package was sent to the underwriters, or in either of the previous letters. Again, we receive notification that the package was yet again denied because saving 's account bank statements for the month of XXXX were not provided. I provided all available bank statements as well as a screen capture of my bank 's account summary and explained in the same email containing all of the requested and updated documents, that the month of XXXX was NOT available for the Saving 's account as they are dated from the XXXX to the XXXX and we were mid-month at the time of the request. Once again, on a subsequent phone call with rep XXXX ( ID # XXXX ) she reiterated that the package was not complete due to the missing Saving 's account bank statement. I explained : " in the email, both an explanation and a screen capture of all available bank statement 's per our bank 's website was submitted ''. She stated that she could see all of the bank statements but had no visibility into neither the email nor the screen capture image provided and that another department would need to make those available. After requesting a supervisor she came back on the line stating that she'd spoken to a supervisor but they were unavailable ( in a meeting ) and that she'd spoken to a supervisor from another department. We again requested a supervisor and XXXX ( ID # XXXX ) came on the call and stated he could clearly see all of the files submitted. We asked why the previous rep said she couldn't see the files nor access the email and why we were constantly being given miscommunication and false information regarding the status of the package. He stated that he could not explain why she stated she couldn't see the emails or the screen capture of the Saving 's Account Summary but went on to review the entirety of the file. Thereafter stated he would request this to be escalated and resubmitted to the junior underwriters for re-review since all previous bank statements for the Saving 's account were clearly dated XXXX - XXXX. He also stated that because so much time had elapsed between our original Loss Mitigation request ( XX/XX/XXXX ) that we were now out of FHA document compliance which needed to be within 90 days. We have exhausted all other options and have obliged to every single request but they have kept us in a loop of sending documents, delaying the review process, re-requesting the same documents and now pushing our original FHA submission past the 90 day requirement, prompting us to have to resubmit all of the documents all over again. This has been a " jumping through fire hoops '' scenario and a constant runaround.

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