Consumer complaint received 2024-11-27 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Loan sold or transferred to another company
Company: Freedom Mortgage Company
State: FL

Complaint narrative:
To Whom It May Concern, I am writing to formally dispute the foreclosure action taken on my property, which I only recently became aware of due to serious lapses in communication by Freedom Mortgage. I have been a responsible homeowner for the past 15 years and have never missed a mortgage payment until the loan servicing was transferred to your company. The series of events leading to this foreclosure is not only distressing but, in my view, amounts to a clear failure on your part to follow proper procedures and due diligence in handling my mortgage.

Timeline of Events : Mortgage Transfer and Lack of Notification : On Monday, XX/XX/year>, I received a call from my realtor regarding the sale of my condominium, and she requested my loan information. At that point, I realized I had no knowledge of which company was currently holding my mortgage. After researching, I discovered that my loan had been transferred multiple times over the past 15 years, and most recently it was sold by XXXX Mortgage to Freedom Mortgage. 

Failure to Update Banking Information : Upon contacting XXXX Mortgage, I learned that they had sold my loan to Freedom Mortgage but did not transfer automatic banking information. Worse, I found that for the past five months, no mortgage payments had been debited from my account, and no alternative communication had been initiated to inform me of this change. 

Deficient Communication and Foreclosure Proceedings : After contacting Freedom Mortgage, I was informed that my property was now in foreclosure due to non-payment. When I explained that I had not been notified of the loan transfer and had not received any communications from your company, I was told that mandatory mail had been sent to the property address. This address is where the property had been listed for sale since XX/XX/year>, and I have not resided there during this time. Furthermore, the communication was sent to an address where I no longer live, with no effort to contact me through my phone number or the building office, which had been provided by XXXX Mortgage. 

Failure to Offer a Solution : When I requested to speak with a supervisor to better understand how this could have happened, I was told that the process followed by Freedom Mortgage was simply protocol. I was advised to seek legal counsel and file a claim to rectify the situation, but no further explanation or solution was offered. There was no offer to resolve the immediate foreclosure action or discuss any potential options for payment or adjustment. The lack of empathy and willingness to help left me feeling that the company was engaging in practices that may be predatory.

Key Issues : The failure to properly notify me of the loan transfer and provide an alternative means of communication is a clear violation of my rights as a homeowner.

The lack of consideration for the fact that I was unaware of the mortgage transfer and the failure to make reasonable efforts to reach me through my provided contact information is grossly negligent. 
The foreclosure proceedings, based on your companys failure to communicate, are unjust and should be halted immediately. 
The dismissive and nonchalant attitude of your representatives when I attempted to seek clarification and resolution has been both unprofessional and disheartening. 

Demand for Immediate Action.

Immediate Halt of Foreclosure Proceedings : Given that the foreclosure was initiated due to your companys failure to notify me or make any reasonable efforts to reach me, I expect all foreclosure actions to be paused until this matter is resolved. 

Full Review and Reversal of Charges : I request a full review of my account and the charges related to this foreclosure. I have never missed a payment, and any late fees or charges incurred due to this situation should be reversed. 

Investigation into Your Companys Communication Practices : I urge you to conduct an internal investigation into your communication practices and procedures regarding loan transfers and foreclosure actions. It is unacceptable that such a serious issue was handled with such disregard for due process. 

Resolution and Compensation for Losses Incurred : I am forced to not only seek legal council but also endure the distress to my credit and future buying ability. 

Including the Consumer Financial Protection Bureau ( CFPB ), the state Attorney Generals office, and other relevant consumer protection organizations. I plan on fighting for others like myself that don't seem to have a voice, this should not be happening to anyone. 

I am deeply dissatisfied with the lack of accountability demonstrated by Freedom Mortgage. More so I feel laws should be in place to protect everyone from this happening. trust that you will take the necessary steps to correct this egregious error and prevent any further harm. 

I look forward to your prompt response and resolution of this matter. 

Sincerely,

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