Consumer complaint received 2018-09-25 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — 
Company: Freedom Mortgage Company
State: CO

Complaint narrative:
Where to start. We have had issues with Freedom Mortgage going all the way back to XXXX. In XXXX my husband was laid off and we had to file bankruptcy. During this time, we also did a loan modification with Freedom Mortgage which was approved. After a few months, we received notice that our loan was in default. During this time, we did not receive any mortgage statements though our bankruptcy was cleared and finalized. When we got the letter of default I called Freedom Mortgage and they said that there were checks that our bank returned or denied. The checks in question were XXXX, XXXX and XX/XX/XXXX. Now keep in mind, they never told me there was any issue until XX/XX/XXXX. On XX/XX/XXXX I emailed over the copy of the checks from the bank that were cleared. Which is what I was told to do by the collections rep. I asked to speak with accounting, but they do not speak with the general public. I never received any response or update other than they had received the email. No agents would let me speak with a supervisor or another department so we were at a loss of what to do. We went about making our payments, then apparently had a shortage in our mortgage account that we were again never informed of. During this time I was paying the amount I thought we owed based on the restructure of our loan. Fast forward to XX/XX/XXXX and we have a letter in the mail from an attorneys office saying Freedom Mortgage was going to foreclose the house. Naturally I called the treasurers office to see what we needed to do. On XX/XX/XXXX I called freedom mortgage and asked what we need to do. I was told by an agent, whose ID # etc I do have. If there is one thing I have learned, it is not to trust anything anyone who works for this company tells me. She told me we would need to file for reinstatement and it would be in after 24 hours. On XX/XX/XXXX, I called in to follow up with the reinstatement and was told it would be available to me XX/XX/XXXX. XX/XX/XXXX I called Freedom Mortgage again and was told by the agent that they do not have it and I have to call the attorneys. On XX/XX/XXXX I called the attorneys office that is processing our foreclosure and told that they do not do that, I would need to speak with the county to file intent to cure. On XX/XX/XXXX, I called the XXXX county public trustee office and filed intent to cure. I was informed they had 10 days to get me the figures. We had sent in a payment for XXXX, because we were not aware they could not accept payment during this process. On XX/XX/XXXX I called Freedom Mortgage again since I had heard nothing about cure figures yet and did not know what to do. The gentleman said he would file new reinstatement figures to go through until XXXX and that our payment should have been sent back to us for the month of XXXX and that it would be sent out XX/XX/XXXX. XX/XX/XXXX, I spoke with the county again, and there was some missing forms so got everything taken care of and they sent out for an intent to cure. XX/XX/XXXX I called Freedom mortgage again and was told that our payment was mailed back to us on XX/XX/XXXX and they were still waiting on response from attorneys for cure figures. On XX/XX/XXXX, I called Freedom Mortgage again to see what the dates of alleged miss payment were. The cure figures I had received showed that we had missed a total of 8 payments. I did not agree with this, so I wanted to know exactly what payments we had been missing. I was told then that we had not made a payment since XX/XX/XXXX, and that the payment I did make in XXXX was applied to XXXX balance. We made a payment in XXXX and had absolutely made payments since XXXX. On XX/XX/XXXX I called back again because the dates were still not making any sense. Neither were the payments. I was informed that the reason we were given payment totals was because our escrow changed and so our payment changed ( again something we were never informed of ). According to them we had missed payments for XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX and XXXX. On XX/XX/XXXX, I called the law firm who is initiating our foreclosure to inform them of the mistake. I was told to email them all the documentation I had and they would be in contact with Freedom Mortgage. I also sent a copy to Freedom Mortgage. After sending the payment dispute, I got zero response. I called Freedom Mortgage to follow up and spoke with an agent who tried to see the exact days and times of payments missed. He pulled up this large spread sheet and said he would put in a request to have it emailed to me. We spent 3 hours on the phone at which time he advised me to try loss mitigation paperwork and figured out why I was not receiving any correspondence from Freedom Mortgage. I was also told that my payment dispute was received and I would receive an answer soon which I did not. We went through loss mitigation and were denied, we are going to appeal because now with one bill paid off our debt to income ratio should be within the range. HOWEVER, we have one month until foreclosure, and have been nothing but put through the ringer with freedom for the last three years. They are lazy, inaccurate and can not seem to give valid information. My husband and I want nothing more than to keep our home for our family. We are at a loss of what else to do since it seems as though Freedom will not work with, or take the time to get to the bottom of any issues.

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