Consumer complaint received 2022-09-27 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — 
Company: Freedom Mortgage Company
State: AL

Complaint narrative:
The lender offered to put the home in forbearance and I qualified for it and continued to communicate with the company on recorded lines all through the process. They offered multiple extensions and they were granted. I started to receive confusing feedback in XXXX of this year on the forbearance process ending and how to restart payments. I called multiple times never talking to the same person and always receiving feedback that was never the same. Because I received statements in the mail stating balance was due in full including all missed payments and interest accrued through forbearance I really needed to understand how that would be possible to pay that back. I explained this multiple times that I could not come up with {$30000.00}. If I had that kind of money I would have had no need to enter into forbearance. I got multiple people on recorded lines telling me no payment was due at this time it was in review. Even the statements sent in mail had in review at the bottom. I was willing to start back making monthly payments but they refused to allow me to do this. They made me believe I was still in a review and was even told by a women on recorded line to consider it was still in forbearance. We had to pay the property tax and get our own insurance on the house because they had durning forbearance put forced insurance on the property without even notifying me. I did all that and they were holding over {$500.00} in partial payment I sent right before they offered the forbearance plan. They still had the {$500.00} and I offered to send whatever the new payment was and just needed the amount. Still the refused to let me pay monthly payments. Continued to send me statements for the {$30000.00} and at the bottom again it said this property is in a review. I would call and the person would ask me for things I already sent. Proof of identification and proof of administration and proof of relationship to my mother. All this stuff they have. They entered into a forbearance agreement based on everything I had to send them all of this right after my mother passed. They could not legally communicate with me and offer me changed terms of the XXXX without this proof, but now they were giving me the run around. I would call on recorded lines and get somebody that said they had everything they needed to disregard what the person I called the week before had told me. The week before I got the dump of foreclosure notices I even talked to a women again asking what I was supposed to be doing when could I start my payment plan back up and she started telling me again I had to prove I was XXXX XXXX  XXXX. I told her they had everything from my attorney. Then I said is this property going to be foreclosed on? She told me on a recorded line no it was not. Less than a week later end of XXXX I got a foreclosure bundle that was actually held at the post office a week before I got them. So the women knew durning that call the property was in fact being foreclosed on, The mortgage is in XXXX XXXX name I am her son legally the Administrator of the estate. I have provided all necessary paperwork. They have a partial payment and refuse to let me start making monthly payments to keep this property. The mortgage is with Freedom Mortgage it was a HUD loan. They gave this loan to my mother who did not even have a job and the only income she had was her social security which was barely enough for her to survive on. Thats an entirely different issue but one that should be looked into as well. Please help me save this property it was all that was left to my sister and I. We want to make payments and are ready to do so right now. However they will not allow and continue ti refuse to apply them to the loan. Please any help is greatly appreciated and it has already been advertised for sale in our local paper.

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