Consumer complaint received 2022-05-01 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — 
Company: Freedom Mortgage Company
State: TX

Complaint narrative:
I am writing this complaint because I have tried numerous times to work with my mortgage company XXXX Freedom Mortgage, formerly XXXX XXXX  ) to resolve the issues of my payments & coming off of COVID 19 forbearance. Its pretty frustrating considering my efforts to resolve this matter. 
I have emailed two Qualifying Written Request ( QWR ) both in the month of XX/XX/XXXX. 
I have asked for the head of loss migration to give me a call, but received no return call. 
I have made calls to check on revised paperwork for the COVID forbearance, and when they will send me a copy. 
I keep getting conflicting information from the reps when I call or when they call and, I do not avoid their calls answer every time that I am available. 
My monthly payment was {$1300.00}. I went on the COVID forbearance in XXXX of XXXX. I received a notice from XXXX in XXXX of XXXX advising that the amount was being increased to {$1900.00}, due to taxes and insurance. I took immediate action by changing insurance companies and disputing the tax rate with the city of XXXX TX XXXX XXXX XXXX XXXX 
Once I received the refund check from XXXX XXXX insurance company in XX/XX/XXXX, in the amount of {$2000.00}, I sent the monies to XXXX mortgage to be applied to the escrow by the end of the month. 
After the city of XXXX, XXXX XXXX XXXX XXXX reviewed my tax rate over the property, they lowered the rate in XX/XX/XXXX. I received the tax refund checks as well and sent them off. I notified XXXX, who was then being purchased by Freedom Mortgage. Freedom began sending me notices based off of the {$1900.00} increase, not accounting for the insurance & tax adjustments, but they confirmed receiving. I told them everything that I have done and that this should be fixed. I was informed that changes cant be made because I am in forbearance. If they could increase my payment amount based off of insurance & incorrect tax rates during the forbearance, surely they can decrease and fix it back to the rate it should be. 
I was also told by Freedoms customer service that everything would level out of the payments that I sent in and the monthly rate will change. During this time, I was told by several employees on recorded calls that I do not have to make a payment and that it will all balance out once the forbearance plan ends. I did send in a payment at the end of XX/XX/XXXX. 
So my monthly payment should have gone down from the {$1900.00} & not stay the same. 
Every time Freedom called me, I answered asked questions and wanted to make sure that everything was correct and appropriate. When it was time for me to end the forbearance, I got another statement in XX/XX/XXXX showing that may mortgage payment went down to {$1600.00}, which I believe that it reflected the changes but, I was not sure if that is the correct changes for the year of XX/XX/XXXX to XX/XX/XXXX since this is when my mortgage started & I began speaking with Freedom to verify this amount. 
I called in the month of XX/XX/XXXX & made a half payment of the {$1600.00} because the forbearance was about to end. I planned to make a payment to cover the rest on my next check before XX/XX/XXXX. I wanted to make sure that their system would not reject the partial payment. When I spoke to someone, they informed me to hold the next payment & make that when the forbearance actually ends and my first payment is due. I also asked them to confirm my new mortgage payment since after the adjustment, future paperwork for the partial claim came back stating that my mortgage payment was the {$1900.00}. I informed them that this is not correct because I have a statement with the adjusted amount {$1600.00}. I than explained to them everything Ive stated above. The paper work that they sent me stated that I have 14 days to sign the paper. I told them that I do not agree with the monthly payment & how the letter reads it saying that I will be paying {$1900.00} for the remainder of my loan. Then I was informed that theyre sending my partial claim to underwriting to review and change. 
From there I was told not to send payments or do anything because it would mess the number ups. I never received the revised paperwork but I got another statement from Freedom Mortgage showing that I owe {$1500.00}. I called Freedom again asking for an explanation but, all I got was that it is still with underwriting. Every time I call I get conflicting information : One person told me that I need to make the {$1900.00} payment, and that its never going to change and this is what I have to pay. Another person says dont pay. Next person said my credit would be protected but then on another call someone else says it is not going to be protected. 

At this point I am ready to send my payment to escrow or an attorney until they can fix this, because of : Freedom Mortgages conflicting information.

Non-compliance of a return phone call from the head person of loss litigation.

Not sending the information for the qualifying written request.

How it was explained is that what I owe would go on the back of the loan, but it seems as though Im being made to pay for it now by paying the {$1900.00} amount. If I were to sell or refinance, I would have to deal with HUD in repaying the loan.

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