Consumer complaint received 2022-02-23 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — 
Company: Freedom Mortgage Company
State: ID

Complaint narrative:
XX/XX/XXXX To Whom It May Concern : I am writing seeking intervention and a solution for a situation regarding the property at UNDISCLOSED Please see the timeline and issues outlined below. 

In XX/XX/XXXX, my son and his wife sought to buy a home. His wife was able to gain approval for a loan as long as I was to cosign, which I was happy to do. My son had been in a car accident that resulted in over a month of in-patient intensive care and rehabilitation, as well as follow up rehabilitation and XXXX XXXXXXXX. The medical bills and rehabilitation affected his credit, resulting in the need for the cosign requirement. 

We renovated the home in less than a month after the sale was final. The initial loan was approved by XXXX XXXXXXXX XXXX. Sometime after this, the loan was sold to Freedom Mortgage. 

At the end of XX/XX/XXXX, the doctor for whom my son ( well call him XXXX XXXX and his wife had managed a medical office for determined it was time to close her office and retire, as a result of COVID concerns. This left both unemployed and seeking employment. 

On XX/XX/XXXX, after knowing their house payment for XXXX and XXXX was late, my daughter-in-law ( well call her XXXX ) called Freedom Mortgage XXXX explained the situation, and sought advice. The representative for Freedom Mortgage told XXXX to go through the loss mitigation process. She said that because of the circumstances, and because XXXX had contacted them, that if they went through this process, they would essentially add the payments to the end of their loan and there would not be an impact to anyones credit. XXXX verified with the representative that the credit would not be impacted multiple times, and the representative assured that it would not be for the missed XXXX or XXXX payments or for any further missed payments. The representative also requested that they not make any further payments from the date of that conversation. The representative sent the initial paperwork to XXXX and assured XXXX that it would be approved. 

On XX/XX/XXXX, XXXX and XXXX explained the situation to me and that Freedom Mortgage had confirmed no credit would be affected if they went through the process. I signed the paper to allow the process to continue. 

On XX/XX/XXXX, XXXX was served with a letter from Freedom Mortgage, requesting payment. XXXX called them immediately. The representative apologized and said that their company should have caught it before it was sent. She told them to continue with filing the application and not making payments as, in order for it not to affect their credit, they needed to continue to go through the process. She verified that no credit would be affected. 

On XX/XX/XXXX, XXXX called asking further questions about the application process and spent 21 minutes verifying the information that she still needed to collect. 

XXXX XXXX emailed all loan documents that had been requested. These were sent to XXXX XXXX XXXX called as she had heard nothing from Freedom Mortgage. The representative said they could not find the application at all. XXXX forwarded the same email that was sent before as well as a few additions the representative said would be helpful. The representative did verify that they should continue not making payments, and credit would not be impacted as they were continuing the application process. Once again XXXX sent the documents to the same email. 

XX/XX/XXXX, XXXX called again as she had not heard an update, as requested and been told she would receive. XXXX was transferred through departments, as they said they were missing documents, and spent 141 minutes mainly talking to Freedom Mortgage Loss-Mitigation Representative XXXX ( Badge number XXXX ), walking through the application page by page. XXXX asked why they had not included any of my financial information, for which XXXX explained our situation, and that she and XXXX did not rely on me for any part of the house payment. XXXX requested a letter saying that I have never had any part of paying for the house payment, which would solve this issue. XXXX also said there was a page missing from the application that was never sent, so she would mail it as part of another full packet. XXXX also wondered why XXXX was going through this process and why she had not sought COVID relief, which she certainly qualified for ; XXXX responded that they were just doing as advised by Freedom Mortgage. XXXX further verified that they should not make any payments and credit would not be impacted. XXXX asked if, when calling back, she could request XXXX 's help, which XXXX said was not possible. However, XXXX told XXXX to record her badge number and that she would vouch for the communication if there were continuing issues. She also assured XXXX that the application would be approved. 

XXXX XXXX called Freedom Mortgage again as she had not received the packet that was to be sent. XXXX spent the majority of the 22 minutes with the representative as they looked for the needed page together online, which no one could locate. He requested a new packet be sent by mail. The representative did confirm they had the rest of the needed paperwork and credit would not be impacted. 
XX/XX/XXXX XXXX received the packet. XXXX called and spent 22 mins asking questions, as well as once again filling out and submitting paperwork that had been submitted back in XXXX. They once again verified that credit would not be impacted. 

On XX/XX/XXXX, I, cosigner, called Freedom Mortgage as I received notice that my credit score had dropped approximately 100 points. Being a XXXX  & single mother, I have always been committed to maintaining a healthy credit score, yet I realize I took on the risk as a co-signer. However, after I talked to XXXX and XXXX, I called Freedom Mortgage seeking an explanation as to why my credit had been impacted. In the call that lasted 66 minutes, I first talked to B who said that I should pay to bring the account current, in the amount of {$2500.00}, as soon as possible. Of course, I knew in doing so, the process would be stopped, which then would, in fact, affect our credit. When asking her about this, as well as about the COVID mitigation options, she put me on hold and transferred me to XXXX, who could not answer my questions either. However, she did suggest our credit could be wiped clean at the end of the process. I asked if they do in fact record the calls, which she confirmed. I then asked if I could get copies of the recording or transcripts of them. She said rather than continue to keep me on the phone, a specialist in Oregon would listen to all of the recordings, go through all of the communications with XXXX, and send me an email that night to update me on what he had found. She also said he would call me at the same time the following day, which I confirmed would be a good time, to talk about the research done and to answer any questions I had. I did not receive an email and was available for the call the next evening, yet did not receive that either. 

I waited another 24 hours for an email or call, but on the evening of XX/XX/XXXX, I again called to get my questions answered. XXXX, in loss mitigation, kept putting me on hold as she tried to figure out what was going on and sent me to an escalation specialist 57 minutes into the call. The manXXXX XXXX, was very evasive and tried using analogies and stories to avoid answering directly, which was quite confusing and honestly frustrating. When asked directly, he verified that anyone going through this process was told not to make payments, as a person would not need the process if they could make their payments. He did verify that Freedom Mortgage had all needed paperwork, but would not verify anything regarding credit, as he said we must be patient with the process to see what the results would be. When asked if I could get the phone recordings or transcripts, he denied the company had access to those records. When I asked to speak to anyone else, he said no one would be able to tell me anything different. I asked if there was an email I could send my concerns to, which he said would do no good. He insisted I had two choices : bring the account current or wait for the process to be concluded, which should be completed within a week. If I was not satisfied with these options, I could wait for the process to conclude and turn in a grievance at that point. This call, in total, was 99 minutes. 

After this, I talked with XXXX and XXXX. We tried to find other ways to contact Freedom Mortgage and failed. We felt the only option we had was to continue to be patient with the process and trust that the company would follow through with what they had told us and had been recorded. 

XXXX XXXX called as she received a letter that Freedom Mortgage needed more documents. She was told that they were missing half of the documents, even though the documents that were missing had been sent in the same emails as the documents the company did have. The representative XXXX was talking to did find all documents and said the underwriter had filed the documents in the wrong place. The representative verified they did add them together to make one file, so they could finish up the process quickly. XXXX forwarded the email of all the documents once again, just to be sure Freedom Mortgage had everything they needed. The representative on this call said they could not comment on credit, but that the person who specializes in credit would call XXXX within 24 hours, which did not happen. 

XX/XX/XXXX, -- XXXX once again called Freedom Mortgage as she received a letter that documents were still needed. This call was 51 minutes. The man initially said they did not have the documents, but then was able to locate all documents ; he could not understand why they were reported as still missing. He also remarked that the documents were all in one email, so he was not sure why some were not received all along. He put XXXX on hold and contacted XXXX, an escalation specialist. When he returned to XXXX, he told her to once again send all document to the original email, as well as directly to XXXX. He instructed XXXX to call back the following week. 

On XX/XX/XXXX, I received an email from XXXX XXXX, a company I have a credit card through, which said a Major Delinquency had been reported that impacted my credit score, which was again this issue. 

Ultimately, this situation has not been handled well at all. We worry that we were advised and promised results that Freedom Mortgage will not be held to. We feel stuck as now that XXXX and XXXX are employed, they have still been advised to not make payments, which means they have been saving, but our credit has continued to be impacted. What if the application is denied or Freedom Mortgage seeks to foreclose? 

Bottom line, information has been incomplete, and communication has been difficult and frustrating. Although some representatives have gone above and beyond to try to help, the disorganization and miscommunication in the company has greatly impacted us and our credit scores. My credit limits are decreasing, and my credit score has impacted other bills and loans that I have. This is extremely distressing, and no end is in sight. 

We do have the emails and phone records that are attached showing our efforts to find a solution. We do not have proof of phone calls from XXXX XXXX as those bills are not reproduced yet, but we can provide them upon request. We are also eager to answer any questions regarding this matter. However, we ask for intervention now. We need the process completed and our credit restored. We also believe no one should have to go through the stress, frustration, and emotional exhaustion we have been put through. We hope that by reporting this to organizations with more control, others will not put through the same situation by dealing with a company that is inefficient and untrustworthy. If there is an organization better suited to helping us and others, please let us know that as well. We look forward to hearing from you in regards to this matter.

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