Consumer complaint received 2018-06-20 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Freedom Mortgage Company
State: SC

Complaint narrative:
XXXX XXXX XXXXXXXX took over servicing of our mortgage loan in XX/XX/XXXX. We were in loss mitigation and had paid 3 of the 4 trial  payments prior to modification of the loan. A modification agreement was signed and recorded among the Land Records of my county. Although I did not know it, the modification extended our maturity date from XXXX to XXXX. 
Almost immediately after the modification was recorded, Freedom sent an un-signed form letter stating they could not help us from our hardship because we were not 90 days in arrears. From that time forward, Freedom has mis-managed our loan and mis-stated every single fact to me. It was an incredibility helpless feeling to be unable to obtain any reliable information. XXXX ( XXXX ) was my single point of contact, but he was never available. When I called I would be switched from person to person and each one would tell me a completely different story. The last person I spoke to was XXXX ( XXXX ) ; she told me she had to report the fact that the modification agreement had been recorded to underwriting, and that I would receive a call back on Tuesday ( XX/XX/XXXX ). No one has ever called me since then. It also seemed very strange, in light of the number of times I was told Freedom had not received the modification agreement, that no ever called XXXX XXXX, the closing attorney. He sent all the signed papers back to Freedom.

Of course, I never believed that Freedom had not received the signed modification agreement, because the signed papers showing the banks signature had been returned to me. In addition, a self addressed federal express package was provided at closing for the closing attorney to return the signed documents. In addition, the modification agreement had been recorded among the Land Records of XXXX Co on XX/XX/XXXX in Book XXXX, Page 3303, Instrument ID No. XXXX. 
As it was exceedingly clear that no one was ever going to call me back, on XX/XX/XXXX, I sent a Notice of Error Resolution. Freedom acknowledged receipt and said a response would be forthcoming within 60 days. No response was ever received.

This whole year, whoever was responsible for imputing the modified terms in the computer, did not do their job, because Freedoms records reflected the loan terms prior to modification. I paid every payment in the modified amount on time ( {$1600.00} ), however you continued to send delinquency notices ( stating {$2100.00} was due ). I have never felt that helpless in my life. I thought at least one person there would listen to me. But everyone had a different story. 
When 60 days passed on the Notice, I contacted XXXX XXXX XXXX XXXX. They refused to help. It was clearly out of desperation that I then contacted XXXX at XXXX, and I am thankful that she intervened. 
As recently as XX/XX/XXXX, I spoke with XXXX ( XXXX ) who told me the modification had never been received and she said she sent a new document that day to be signed. I told her that was not true. Obviously, she didnt send a new agreement. 
XXXX worked with XXXX XXXX in straightening out the records. Absolutely everything was incorrect in your records. XXXX contacted me on XX/XX/XXXX, and advised she had completed her investigation and assured me that everything she was able to do had been accomplished. She told me I was only to speak to XXXX XXXX as my point of contact. She further instructed me to write a confirmatory letter to Freedom, and to file an action with CFPB to make sure there was full compliance with all her requirements. I couldnt believe the nightmare was over ; but in fact, I found that it wasnt. The confirmatory letter was mailed, emailed and faxed to XXXX XXXX, Senior Vice President of Servicing on XX/XX/XXXX. 
I called Freedom that day and XXXX ( XXXX ) answered the phone. I asked for XXXX XXXX but he would not let me speak to her. He insisted he could help me, even though he had never seen my file before. I continued to ask for XXXX XXXX and he told me she would not speak to me. Things went from bad to worse. Once again, no one was going to listen to me. XXXX told me XXXX XXXX said I was lying. He became loud and overbearing. Finally, I insisted on speaking to a supervisor. He told me XXXX ( XXXX ) would call me within 48 hours. XXXX never called. 
I continue to look for someone at Freedom who doesnt lie about absolutely every facet of my transaction. I do not know XXXX XXXX full name, but XXXX told her I would be calling and she decided to call me a liar. There remain three matters of concern that XXXX XXXX must see to immediately. 
1. The credit rating and score of XXXX XXXX XXXX has been damaged severely. Notwithstanding the fact that we were never delinquent, and in spite of the fact that the law prohibits the creditor from filing any negative information with the credit reporting agencies ( not to mention false information ), within 60 days from the Notice, Freedom did in fact report that we were 60 days late. I reviewed XXXX credit reports and, in XXXX, the negative information had been reported to both XXXX and XXXX. I did not see a report from XXXX. This was against the law in so many ways, I cant even believe that a responsible lender would undertake such destructive actions in reporting totally false information. On XX/XX/XXXX, XXXX credit score was XXXX as reported by XXXX. Now, due solely to Freedoms willful acts, his credit score is XXXX. XXXX XXXX XXXX XXXX   POINTS! Freedom must act immediately to re-establish his prior credit rating. It is well established how this score effects everything else including insurance, but he is now unable to co sign for me to allow me to get a new car. His score must be restored to XXXX within one week, by XX/XX/XXXX. 
2. The modification agreement extended the maturity date so that our loan is now a 46 year term, with an additional 192 payments totaling {$390000.00} due. This was done without any notice to us. XXXX XXXX XXXX XXXX said this would cause credit scores to plummet. Moreover, I cant understand why this was even done. Since the difference between the modified payment amount and the original amount is to be added to the principal balance, there was no reason to take this action. Even now 6 months after the modification has been recorded, I still have never gotten a response to this question. 
According to XXXXs letter, the credit reporting agencies can react negatively when a modification is recorded. Since the XXXX mortgage is shown as closed on the credit report, Freedom has taken the position that this modification is a new loan. In that case the adverse impact is much more severe. 
3. Freedoms Escrow Account Disclosure Statement dated XX/XX/XXXX, shows a surplus of {$360.00} with a note stating Due to the delinquent status of your account, your surplus will be retained until the account becomes current. That money must be returned to us immediately.

4. Probably the most surprising thing to come out of all of this, is that 2 weeks ago my statements said I was in arrears in the amount of {$6800.00} ; Unpaid late charges were {$650.00} ; amounts were being put in a suspense account, and Freedom had even raised my monthly payment because they adjusted my adjustable rate payment. Now the current statement and loan overview reflect the terms of the modification agreement ; there has been more than a {$2000.00} increase in the principal balance and some of the fees and late charges have been waived. It even appears the monthly payment has gone down to {$1600.00}. However, no one felt it was necessary to call me and explain what was done or answer any questions I may have. And I do have questions as anyone would. Freedom charged late charges in the amount of {$650.00}, but now only show that late charges were waived on XX/XX/XXXX in the amount of {$61.00} where is the rest. I cant even begin to express how unprofessional it was not to follow things up with me. If you were ever going to make a call to a borrower, this would have been the time. Freedom may be concerned about its liability for everything they have done to me since XXXX, as well they should. I am well aware of how responsible they are for everything that has happened. No one seemed to be at all concerned over the incredible amount of lying that was going on. Absolutely incredible there were never any supervisors available to handle my calls. And even though messages were left, not one supervisor ever called me back. I have been raising that issue for the last 6 months. In fact, I dont see one statute that Freedom came close to full compliance.

I can not even summarize the problems Freedom has caused me nor express the stress and anxiety its actions have caused.

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