Consumer complaint received 2023-03-14 00:00:00
Product: Mortgage — VA mortgage
Issue: Struggling to pay mortgage — 
Company: Freedom Mortgage Company
State: FL

Complaint narrative:
My mortgage company is FREEDOM MORTGAGE. I live in Florida and experienced hurricane Ian followed by hurricane Nicole in XX/XX/XXXX. We were declared a Federal Disaster Area on XX/XX/XXXX. We were told by multiple Real Estate Agents that our lender is required to give relief with a 3 month forbearance on our mortgage, thus placing these moths at the end of the loan. And our next due date would be XX/XX/XXXX. My husband, XXXX, Called Freedom Mortgage in XXXX. He requested information directly about the forbearance that would relieve our payment and move it to the end of the loan. They told him they could do it and would be happy to set that up for us. This was the end of the call. We did not pay XXXX Mortgage but did continue to pay into our escrow. We had not heard anything more and called back in XXXX to see if we needed to complete anything or if everything was still good to go. XXXX ensured via phone call that we were not going to owe this money and we were told no, on a recorded line. They did request documents for us to fill out, they did not send them until XXXX XXXX. These documents asked for things like paycheck check stubs and bank statements. We called and asked why would we need to fill these forms our when the state was declared a state of emergency, the agency replied that we were correct and not to fill out the forms. We also paid into the escrow XXXX all before the end of XXXX. I called Freedom mortgage back after my husband on XX/XX/XXXX as I was worried, we did not receive collecting calls or any late fees during this time but was still very unsettling. I spoke to XXXX # XXXX. During this call he was very egger to get to the bottom of it but told me that the VA is the reason we can not complete this forbearance of placing three months in the end of the loan. He stated the VA will not allow them, Freedom Mortgage to do this. I asked why we were not told in XXXX, he stated the agents that we were dealing with should have been trained. I asked what we were to do as multiple agents told us this was okay and it is not XXXX. He was adamant there was nothing and we would owe the money, explaining that they just give us a break and then ask for it all after that 3 months. I let him know I would have just paid if that were the case. He told me that different agents applied for different things like covid relief which we did not ask for and was not a thing past XXXX XXXX. He was going to go back and review all the recorded calls to verify what I was being told and would return my call. I asked him on a recorded line if I should pay as I was nervous he stated if you pay it will go towards XXXX, XXXX XXXX which are the months you are trying to place at the end of the loan so you should wait. So I did. I also waited for his call which never came. I called multiple times and no return. While waiting for his call, I called the Veterans Benefits Administration to find out what we can do to get this approved as XXXX told me it was them who said no. I spoke to the VA Home load department directly with the VA in the Loan protection Policy/Procedure department. They told me under no circumstances can they tell Freedom mortgage to not do something or to do something but they encourage them to take care of the veterans. They stated there is many calls & complaints about this but ensured me that the VA doesn't hold the power to make them do anything. They provided me with Special relief following a hurricane Circular which is basically show what measures mortgagees may employ to provide relief, which again XXXX told me they told freedom mortgage no. XXXX never took our call or called us back, we requested to talk to someone over XXXX, we believe XXXX was a supervisor as that is what we asked for when we talked to XXXX. Late XXXX we now have XXXX # XXXX she voiced the findings that XXXX notated our account with. Many wrong things told to us that shouldn't have been. Also let us know that what we called for in XXXX was never actually submitted for. Saying they applied for Covid relief which they should have been doing past XX/XX/XXXX. At this time I owed XXXX. She told me about options with splitting this up over 6 months or 12 months. I told her this was not an option. I need it how I requested in XXXX and was told it would happen. I told her my % could not increase, that would also not be an option. While on the phone she applied for what we needed which was 3 months placed at the end of the loan and no change to our %. She said she would know in 5 business days and it would likely be approved and she apologized for everything that happened and ensured me that the agents would receive training. She asked me to call her between XXXX XX/XX/XXXX. I did. No answer or return call. Same thing that happened with XXXX. No one could get her on the phone, they asked if they could help. I wanted XXXX. wouldn't happen. Late last week I had an agent tell me they would help me as they can see notes on the screen and told me that they were reviewing my request and a decision was not made yet and they should have sent a letter on XX/XX/XXXX. After hanging up I thought to myself HOW, I talked to XXXX and she didn't apply for what I needed until late XXXX. So I called back. The agent told me that what XXXX says she applied for would not happen and I needed to pay the money back sooner than later. I kindly ended the call and reached out to a lawyer and gave the information to him. I would prefer not to go this route and have things settled the way they told me they would be. Thank you for listening.

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