Consumer complaint received 2018-04-18 00:00:00
Product: Mortgage — FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: Freedom Mortgage Company
State: FL

Complaint narrative:
We were affected by hurricane Irma. After the hurricane we were contacted by our servicer XXXX about a forbearance and loan modification as a result of setbacks caused by the hurricane. We submitted the application all of the materials for the loan modification only to learn that our loan would be serviced by Freedom Mortgage. 

I notified Freedom of the dispute within the 60 day timeframe and the correction was never made. Upon following up again 2 weeks later, we were then told to resubmit the loan modification application and supporting material which we did 4 months ago. We called numerous times to follow up on our application only to be told it wasnt time to process the loan modification that we were in a forbearance. 

Over the course of the last 4 months we have telephoned Freedom over 20 times, only to be told we need to resubmit the same material we have been submitting since XX/XX/XXXX. 

In XX/XX/XXXX I finally asked to speak to someone in the escalation department and was told that I have been assigned a Single Point of Contact and that because I was current on the mortgage prior to the disaster, that in accordance with Mortgagee Letter XX/XX/XXXX issued by HUD it was a straight forward process and should be resolved within 2 weeks. 

Since that time I have called at least once a week to talk to the single point of contact assigned to me ; over the 6 week period and multiple messages I have yet to have a return phone call, and email, or any form of communication from that individual. The only letter I did receive was to let me know that now Freedom would be reporting me to the credit agencies for being delinquent over 120 days. This is completely unacceptable, especially since I have been paying the mortgage and the delay was not caused by me. The delay was the direct result of Freedom not resolving the issue upon the transfer of the servicing as required and furthermore, stringing out the process. 

I called Freedom again last week and was told that before I can have the disaster modification I need to complete a trial period. This too was incorrect information provided, for one,  we have been paying the mortgage, and secondly as stipulated in HUD Mortgagee Letter XX/XX/XXXX, a Trial Payment Plan ( TPP ) is not required before completion of a Disaster Rate and Term Loan Modification or a Disaster Standalone Partial Claim for a Borrower who was current or less than 30 days past due as of the date of the applicable Disaster Declaration. 

Quite frankly, it is clear to me that Freedom has no idea what is going on or what to do, even though HUD has clearly outlined the policy. As a result, they are now reporting a delinquency to the credit agencies, won't return a phone call to address the issue, and fail to finalize the disaster modification.

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