Consumer complaint received 2023-08-24 00:00:00
Product: Mortgage — VA mortgage
Issue: Struggling to pay mortgage — 
Company: Freedom Mortgage Company
State: FL

Complaint narrative:
On or around XX/XX/XXXX of XXXX I obtained a loan modification from this lender ( Freedom Mortgage ), but the loan modification did not consider my XXXX tax exemption and the fact that I was paying my own insurance. 

The servicer acknowledged the problem and promised to correct it by providing a new loan modification package. I proactively reached out to this servicer at least once per month and was told that they were working on it and will send the new loan modification soon. 

Around the end of XXXX, I received a call from a realtor asking me if I was ready to sell the house. I asked him why and he stated because I noticed that your house is up for foreclosure. I reached out to this servicer, and I was then informed that the house was indeed sent to foreclosure. I requested to talk to a supervisor and a lady named XXXX XXXX confirmed that the house was in foreclosure and that I was never going to receive such corrected new loan modification package. 

Around XXXX of this year, I was told to complete a loss mitigation package, which I did. After a full review, the bank provided a new loan modification with an outrageous number. My APR went from 3.125 % to 6.125 % and my payment went up by one hundred percent. The Bank eventually dismissed the foreclosure after I signed this new loan modification under duress to keep my home, but with no assurance that a new one would not be filed. I asked this servicer to honor the VA COVID-19 guideline and grant me this from the VA XXXX XXXX XXXX 
I tried to make this new loan modification work, but due to the missing payments and foreclosure status placed on my credit report I lost my job and was unable to make those payments. I have a Department of Defense security clearance, which is required to perform my job. I informed this servicer about this issue, and I was told to resubmit a new application to the loss mitigation team. 

As instructed, around XXXX of this year, I resubmitted a completely new loss mitigation package. The servicer acknowledged that they have received the completed documents. They confirmed this by email and during phone conversations, but every time I called to confirm they asked for more documents. 

On Monday XX/XX/XXXX I called this servicer to find out about the loss mitigation status. I talked to XXXX XXXX, he confirmed to me that everything they needed was received, that it can take a few days to be in the system and that he will give me a call on Thursday XX/XX/XXXX, he never call. On Friday XX/XX/XXXX I received a call from this servicer telling me that my mortgage was due. I requested to speak with XXXX XXXX ( Supervisor ), and she told me that I needed to provide new bank statements because the ones that I had initially sent expired. In addition to the bank statement, she said I need to provide my spouse paystubs again. 

On Monday XX/XX/XXXX I provided those items again via email XXXX XXXX XXXX XXXX XXXX  and via their website portal. In both instances I received confirmation that the items were received. On XX/XX/XXXX I reached out to find out about the status of my modification and I was told by XXXX XXXX that my account is overdue and that it has been sent to foreclosure on XX/XX/XXXX. I asked why and to confirm that information and she stated, it was sent to the attorneys as a " Soft Foreclosure '' on XX/XX/XXXX and the reason was because I failed to provide requested documents, which I clearly did send. 

I have proactively sent every document requested, but every time they asked for new ones and often the very same ones. Please assist me to get to the bottom of this. Thank you.

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