Consumer complaint received 2021-06-04 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Freedom Mortgage Company
State: CA

Complaint narrative:
DUE NOT DO BUSINESS WITH FREEDOM MORTGAGE Due to COVID I was having income issues during that time I continued to get information from Freedom Mortgage that they could help me utilizing the Cares act and COVID relief. I called them to investigate what my options might be this is a rental property I had a renter that could not pay the rent due to COVID. I was told during that conversation that I could hold on payments for up to 6 months this started last XXXX. Once I was able to start making payments I should call them and talk about option for my loan. The had several options just extending the loan the amount of months that I missed, refinancing my loan or a loan modification. Fortunately 3 months later in XXXX my tenant returned to work and started to pay their rent and my personal income loss due to COVID was also less problematic. So I called Freedom Mortgage to start my payments back up and work on a process to extend my loan or refi an so on. Well this is where the NIGHT MARE started I was then told that due to the fact that this was a rental property and not a primary residency I could not extend the loan I could only go into modification ( which I learned later is a lye ) anyways so after several calls I agreed to enter a modification after being told they could possibly lower my interest rates and work on lowering the payment amount. Mind you this is XX/XX/2020 I was currently in a loan with a 5.5 % interest rate and was also in the process of refining my primary residence at a 2.25 % rate. So the NIGHT MARE continues when they come back with 2 options pay back what's owed and continue with your 5.5 % interest rate or take a new loan at 5.5 % for 40 more years I was flabbergasted but after arguing and weighing my options I was told if I take option 2 just make XXXX payments and then you will be out of the modification and free to refi with whom ever you want. So I made my XXXX, XXXX and XXXX Modification payments. But still have not completed my modification process. Rates are going up and I can't refi while in a Modification they have put me in purposeful financial distress and have not honored any of there process to date. As I write this I finally got my modification documents and was told there would be a notary at my house at XXXX XXXX XXXX  call the manger XXXX at Freedom mortgage he says XXXX oh sorry they wont be there until XXXX ) no call to inform me of the change. At XXXX I get a call from the Notary that states she just got the request from the Freedom Mortgage. The call to arrange the singing today was made on XX/XX/XXXX. The Notary states let me get back to you and see when I can do it today. So assuming the papers get signed today they will then be sent back to Freedom Mortgage and have to be processed. It took them 63 days from the required 3rd payment made in XXXX to get modification papers to me so how long will it take to get the paper work processed. This property is in CA I owe approximately {$350000.00} it estimated value is over {$700000.00}. I think they are trying to put me in financial distress to foreclose on me this not only unethical it should be or is illegal. I have spent countless hours and phone calls with several managers I have done 2 verbal complaints and one written complaint with Freedom Mortgage without any resolve.

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