Consumer complaint received 2021-09-23 00:00:00
Product: Mortgage — Other type of mortgage
Issue: Struggling to pay mortgage — 
Company: Freedom Mortgage Company
State: MI

Complaint narrative:
I have been in forbearance due to covid for approx. 1 year. XXXX of XXXX I contacted Freedom Mortgage to get back on track and start making pmts again. It is now XX/XX/XXXX and in that time, I have been promised two different interest rates and payment amounts that I have verbally accepted, but they won't send me the paperwork to accept them. One time I rec 'd paper work for a much higher interest than the two acceptable offers, I accepted it then declined it. I've filed a complaint about this company before. The last person I wanted to speak with first occured on XX/XX/XXXX or so. She promised me a percentage rate of XXXX with a pmt of {$640.00} or less since the rate could have also been 2.25 %. This person 's name was XXXX XXXX who is a XXXX ( supposedly ) and she was going to " work her magic '' and call me back that day or the net day ( after she worked her magic ). I have had payment amounts of {$650.00}, {$670.00}, XXXX, XXXX, XXXX, XXXX, - another amount just last week but she caught me at work and I wasn't where I could write it down, but it was another high amount. I spoke with XXXX on XX/XX/XXXX and asked for XXXX but she was conveniently in a meeting. I asked for her boss, but couldn't get him either. But they'd call me back - NO word yet!! and that was 3 days ago. 
I contacted USDA thru this time, and guess what!? They have NO record of name, address or ss #. I Know it was a usda loan because I called to track down their paperwork when I was trying to close on my loan. Freedom Mtg gives me a decent rate I will accept but they will not commit to it in writing- they drag their feet to be abe to collect higher interest rates and put more in their pockets - or USDA pockets. With covid I can not believe that they do not have a more flexible plan to try to help people get this straightened out. Freedom sends me from one to 3 e mails a day pushing their other products. Yes they can advertise on e mail, etc., but this to me is a conflict of interest where they're trying to put me in a position to give up my USDA benefit ( if there is any ), or until I sign up for one of their loan products. How is this legal? How can they give me an amount that I accept verbally then not follow up with the paperwork? SMH!! I have filed a complaint with the XXXX as well, even tho they are not a member- I wonder why that is? Probably due to the number of complaints they'd get so they prob don't qualify to be a member there. 
Please- Is there nothing you can do to fix this company? I wanted to refinance to get out of there but I have to make 6 pmts in a row which I have already done. Last XXXX I had to make 3 payments in one month to catch up to where they wanted me to be able to modify to 2.75 %!!! But they did not do that!! I have been making my pmts from that point on but it seems like my balance due on the end of my loan doesn't go down. And they have not followed thru with anything in writing even after me letting other bills go to make XXXX payments in one month. Because I was in forbearance also they have reported derogatory on my credit report stating that I am not making pmts- which I have been for several months. Any assistance you could give me would sure be appreciated!! 
As we speak, I have Freedom Mtg on my phone holding for XXXX XXXX XXXX Boss ( but if she's a XXXX .... ). Well it has been an hr. on hold. and XXXX XXXX finally came on the line!! She's trying to get ahold of someone to look over my loan or something. This is rediculus and XXXX agrees!!! But she doesn't fix it either!!!

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