Consumer complaint received 2022-07-20 00:00:00
Product: Mortgage — Other type of mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: Freedom Mortgage Company
State: NJ

Complaint narrative:
I have been in the process of trying to complete a loan modification for our mortgage with Freedom Mortgage. We experienced financial hardship due to COVID-19 and began to have difficulty paying our mortgage. We were placed on forbearance and when that expired in XX/XX/XXXX, were offered a loan modification. 
This while it seemed simple to me at first, has been extremely problematic, mainly because the mortgage company and/ or XXXX XXXX have failed to supply me with loan documents. 
The first time we were offered a loan modification and accepted it in XXXX XX/XX/XXXX, I was told that I'd be receiving the documents to be signed, etc. Some time went by, and because it was the holidays it escaped my attention that I hadn't received anything. I also wasn't sure how long it would take them to get the documents to me, so when I did call, a representative told me that the offer had expired. I had never received anything from them. 
So, I was informed that they would work up a new offer. I was also informed that each time an offer was worked up, the payment would generally increase. This time I was very diligent with tracking the documents and communicating with the company, including asking them to be sure to contact me on my cell phone as our landline was not a good way to reach us with important information. 
The documents for this offer were supposed to be sent on XX/XX/XXXX. When I didn't receive the overnighted documents, I called on XX/XX/XXXX and was told that the documents " hadn't left XXXX. '' This went on and on with me never receiving the documents and being assured by the representatives that everything would be fine as long as I made my first payment for this agreement on XX/XX/XXXX. This, along with numerous other falsehoods were told to me on my numerous calls to Freedom Mortgage from XX/XX/XXXX through to XX/XX/XXXX. 
We NEVER RECEIVED THOSE DOCUMENTS. And so I followed the instructions of one of the CSRs who told me to print and fax the signature pages. Again, I received correspondence from the company telling that the offer had expired because we failed to return the documents... Documents we never received. 
I did everything I could find in my power to do in order to make this agreement work and on XXXX, I received another letter telling me that they had prepared another loan modification offer with a higher interest rate and a higher payment despite being told by a representative that they would surely honor the most recent agreement since we had sent our payment and done all we could to return the important documents ( though she did acknowledge that they may not accept the faxed copies ). 
WHen I called on XX/XX/XXXX to express my deep frustration with the companies inept handling of a truly stressful situation and asked to speak directly with someone handling this issue I was told that " underwriters don't speak to customers. '' So, I told the rep that I wanted to escalate the issue and was told I should hear back from someone by the middle of the following week ( that would be today ). I have not heard anything via phone or email. 
Not only do I feel that there has been a gross mishandling of my case, I suspect something more insidious in a housing crisis such as it is, and I have absolutely ZERO CONFIDENCE that these documents will arrive to my home. 
I have written to the company with detailed descriptions of the conversations I've had with reps and reuested that they honor the offer that was made on XX/XX/XXXX as it was through negligence and lack of communication within the company that caused the issues at hand. I was never acknowledged by them. 
So, I am writing here to ask for help and/ or mediation. There is something very wrong here.

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