Consumer complaint received 2022-09-28 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Freedom Mortgage Company
State: MN

Complaint narrative:
I am a HUD Certified Counselor working with a borrower. She has a Fannie Mae loan serviced by Freedom Mortgage. She had a hardship and applied for assistance. She was approved for a Trial Plan in XX/XX/XXXX. She reached out to our agency in XXXX for assistance and to understand her options and I learned of this trial offer that started in XXXX. I advised that she call in immediately to see if she could still accept the trial, as the paperwork stated that she could make payments within the month it is due, and this was XX/XX/XXXX and the first trial payment was due in XX/XX/XXXX. She called Freedom mortgage and they accepted her into the trial and took her payment. She called on XX/XX/XXXX and made her 2nd of 3 trial payments and the rep confirmed that she was on the trial and this was her second payment and she just needed to make one more and she would be sent modification documents. She received a new trial offer ( with a higher interest rate and payment ) in the beginning of XXXX and called Freedom on XX/XX/XXXX and tried to make her 3rd payment on the original trial and was told she had to accept the new trial and make her first payment in XXXX. She called me confused and I called Freedom and was told that she denied the trial offer back in XXXX and it was closed out, although borrower does not recall denying it. I began trying to resolve this through an escalation contact, because the time to tell this borrower that she had denied the offer and it was closed out, was before they accepted her into the trial and accepted her payment TWICE. They had the opportunity to tell her this in XXXX and XXXX, but they accepted her onto this trial and took 2 payments, so that opportunity to tell her the offer was closed out was long past. This contact, XXXX XXXX, listened and agreed that the original trial should be honored and said she would send it up for review. She called me on XX/XX/XXXX and told me initially that the review determined that she denied the offer and the new offer was all there was for an option. I reiterated that they told her she was on the trial and took 2 payments, and XXXX agreed that they missed that point during the review and that she was going to fight for what was right, to honor that first trial. XXXX told me to wait on advising client about making the final payment until she could send for another review. I NEVER heard back from her again and have left 4 messages. This has been dropped by Freedom and no one can give me any answers and now XXXX is denying that I have even left any messages. It is highly unprofessional and this client has held up her end of the bargain and has made all 3 trial payments and Freedom is not honoring their end of the bargain. I never file these complaints on behalf of my clients, but due to the egregious lack of follow up and untruthfulness of their escalation contact, I feel I have to report this. The borrower will also be filing a report.

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