Consumer complaint received 2025-02-06 00:00:00
Product: Mortgage — USDA mortgage
Issue: Struggling to pay mortgage — An existing modification, forbearance plan, short sale, or other loss mitigation relief
Company: Freedom Mortgage Company
State: WV

Complaint narrative:
We have been trying to get back on track since XX/XX/XXXX with our mortgage since we were approved for a forbearance. We had been approved for a forbearance plan due to a medical emergency that XXXX XXXX had which put us in a very tight spot financially and Freedom Mortgage approved a forbearance for 3 months. Once it was completed, we submitted the package back on XX/XX/XXXX to get back on track and resume our regular payments and apply our outstanding amount to the back end of the mortgage. We are still waiting and keep receiving misinformation each time we call in to check status. We have done everything that has been asked of us and yet we still continue to wait or be told that it's either in review or that additional documentation is needed even after being told that everything needed is completed. I have e-mails confirming documents were received, they do contain PII therefore I have not included them as attachments but if needed I do have them. 

XXXX to XXXX ID # XXXX XXXX She sent our file for review to see what options we have for repayment. Advised to check back on Friday for an update. 

XXXX to XXXX ID # XXXX XXXX are needed. Due by XX/XX/XXXX Financial Statement Hardship letter signed and dated 2 months bank statements XXXX and XXXX Proof of income-1 month Prior year XXXX All documents were sent via e-mail to lossmitigation @ XXXX  on XX/XX/XXXX. 

XXXX to XXXX # XXXX documentation needed. I explained that these documents have already been sent. She advised I needed to resend the Complete financial statement for XXXX and XXXX. I sent it XX/XX/XXXX to lossmitigation @ freedommortgage.com XXXXXXXX to XXXX # XXXX XXXX advised that I need additional paystubs for XXXX. Sent on XX/XX/XXXX to lossmitigation @ freedommortgage.com XXXX to XXXX # XXXX They need additional paystubs for XX/XX/XXXX and XXXX. 
I did advise my frustration over the underwriting team constantly needing something else. They have all of the documents they have requested but yet continue to give us issues. Documents sent on XX/XX/XXXX to lossmitigation @ freedommortgage.com. 

XXXX to Shamar ID # XXXX All documents have been received, and we are waiting on underwriting. Was advised to keep checking status once a week. 

XXXX to XXXX ID # XXXX Still pending underwriting review. Was advised to keep checking status once a week. 

XXXX to XXXX XXXX ID # XXXX ext XXXX XXXX XXXX advised file was closed due to additional documentation needed on XX/XX/XXXX. I never received this letter, nor was I advised that the file was closed and I had spoken to Diamond # XXXX on XX/XX/XXXX and she never advised my file had been closed. I also spoke to XXXX ID # XXXX on XX/XX/XXXX and was never advised file had been closed. Spoke to XXXX ID # XXXX and was never advised file had been closed or additional documentation was needed. XXXX XXXX advised he would e-mail me all documentation which I received on XX/XX/XXXX. This information was never received via e-mail or mail and I call almost weekly and was never advised of the letters. XXXX XXXX advised that I need to send a letter of explanation referring to the letter on XX/XX/XXXX that I have no additional income to claim. Sent letter to customeroutreach @ freedommortgage.com and lossmitigation @ freedommortgage.com XXXX to XXXX ID # XXXX Was advised that the letter of explanation is still not received. I did receive confirmation from both lossmitigation @ freedommortgage.com and customeroutreach @ freedommortgage.com that my documents were received. I asked her to please check the file. XXXX advised she does she that it was received, and she will update with underwriting. Once it gets updated as package complete it will go through 30 days of underwriting review. I advised we have been in underwriting review 2 times now and been advised our package is complete only to have them come back with something else they need. 

As you can see, we have done nothing but our due diligence to get back on track only to keep hitting roadblocks with Freedom Mortgage. I have all my documentation from e-mails, confirmation of the files received before the deadline. I call in weekly to check status. I am just trying to get us back on track.

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