Consumer complaint received 2024-04-12 00:00:00
Product: Mortgage — USDA mortgage
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: Freedom Mortgage Company
State: MI

Complaint narrative:
In XXXX it became clear that I would be going through a short-term financial situation which would make my mortgage payments impossible during that time. My last payment was made in XX/XX/year>. In XXXX XX/XX/year>, I contacted Freedom mortgage and informed them of my issue. I have not kept detailed records of my calls, but if the call records at Freedom mortgage are examined it would reveal that I have communicated regularly and consistently for the last SIX MONTHS, following instructions and sending in requested items in a timely manner. 

Despite my diligent cooperation this company has put me through what I can only describe as a nightmare. I have sent numerous bank statements, business profit and loss statements, applications and documents whenever requested. During this time, I have been told documents were received one week, and told they actually were NOT received the following week numerous times. I have sent tax returns FIVE separate times. The first time, in XXXX, I was not told to sign them. So, I sent them again signed but the portal would not accept the large, scanned file ( due to the wet signatures ). They could not, for some reason, read a link to a XXXX XXXX, and it was too large for email, so I mailed them. I was told the return was received in XXXX and was under the impression that everything was good and was not told until XXXX ( with numerous calls in between ) that I supposedly signed the wrong page. So, I sent my updated return by XXXX  mail ( {$30.00} cost to me ) on XX/XX/XXXX and my wife, and I wet signed all XXXX pages of the return. 

Currently, I am at the third juncture in this XXXX XXXX  where I am told all documents are received and they are waiting for it to go into underwriting and once it goes it takes up to 30 days. The last XXXX times this happened, they took so long that they then said my information was expired and they needed more. This is not my fault that they are taking so long to process and review documents that stuff is expiring, it's theirs. 

In addition, and as stated, I have been communicating. When this first started 6 months ago ... every two weeks. By XXXX every week. By XXXX I was calling twice or more per week and now I am literally calling every day. Today I demanded after another week of no news on my file that my file be put at the top of the list. I think that's reasonable after 6 months. I am engaging with them in this process, and they are not giving me the same good faith. Earlier this year I was mailed a letter identifying " XXXX '' as my single point of contact. At one point I began to ask for XXXX. I was never able to reach her. Then in one call in XXXX or XXXX ( I wish I had written down the name of the gentleman ) I was actually told something to the effect of " oh you don't actually ever talk to that person ; we just have to send that letter ''. Essentially, we are complying with the law, but not complying. 

I'm at my wits end after 6 months of this and still no answer on whether I will receive an offer. My hardship has ended, but I would like to know the status of my outstanding past due balance before moving forward. Repairing my credit has become a priority and I can't do that while being jacked around by this mortgage company. It's affecting other areas of my life. Speaking with friends in the mortgage business locally they are all telling me that this is completely unacceptable. So, after being put on hold twice today and then disconnected after being told " no you can't speak to anyone else '' I am filing this complaint. My life has become calling a mortgage company every day with never any answer or resolution. It's completely crazy. 

I know this all sounds almost unbelievable, but it should all be there in the company 's call records. I have left numerous feedback messages on the call survey about the horrors of their loss mitigation process as well. It's so bad, at times it almost feels intentional and personal, even though I know it's not.

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