Consumer complaint received 2020-03-03 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — 
Company: Freedom Mortgage Company
State: GA

Complaint narrative:
Mr. XXXX provided a reinstatement quote in the amount of {$19000.00} that expired on the XXXX of XXXX. Since, additional fees have been added without cause or explanation that Mr. XXXX did not offer explanation for in his response on XX/XX/XXXX. As of XXXX, XX/XX/XXXX, Freedom Mortgage has now my account at {$20000.00} with no explanation or breakdown of where the additional {$1300.00} magically appeared. 


Furthermore, Mr. XXXX also failed to explain the fees that increased the amount due on my mortgage statement ( and the amount I actual had to pay to reinstate the loan ) today from {$19000.00} from {$19000.00}, the amount provided in the reinstatement quote another {$250.00} difference. At this point, Freedom Mortgage is just making up fees for an illegal sale that had no merits. 

Mr. XXXX further asserted that the {$1100.00} was received on XX/XX/XXXX and was short of a full payment amount XXXX {$1100.00} XXXX so it could not be applied as a regular payment. So, because of {$7.00} shortage, they assessed a more than {$30.00} late fee, and withheld that payment as it is not reflected in the reinstatement quote Mr. XXXX provided. Furthermore, by Mr. XXXX assertion and the payment breakdown included with the reinstatement quote, the {$1100.00} has not been applied anywhere to my account as the escrow balance is - {$3600.00}, per my most recent statement, and the payment schedule doesnt reflect it and it has yet to be returned to me. 

2 payments @ {$1100.00} due from XX/XX/XXXX = XXXX 5 payments @ {$1100.00} due from XX/XX/XXXX = XXXX 3 payments @ {$1100.00} due from XX/XX/XXXX = XXXX 4 payments @ {$1100.00} due from XX/XX/XXXX = XXXX Mr. XXXX provided a reinstatement quote that was issued on XX/XX/XXXX and indicated that it provide a detailed breakdown of the expenses. As I indicated in my original complaint, the reinstatement quote ONLY provided Expense Advances, Late Charges, and Foreclosure Expenses. I specifically requested a full and complete breakdown of the itemized fees. If Mr. XXXX doesnt comprehend what an itemize fee entails, it means more that Expense Advances as shown on the reinstatement quote, it means every single line item and charge that expenses what those expense advances were. 

Mr. XXXX continued to provide the following list : XX/XX/XXXX Bankruptcy Proof of claim payment addendum attorney fee {$250.00} XX/XX/XXXX Bankruptcy Proof of claim attorney fee {$400.00} XX/XX/XXXX Bankruptcy Proof of claim payment addendum attorney fee {$250.00} XX/XX/XXXX Bankruptcy Proof of claim attorney fee {$400.00} XX/XX/XXXX Title Search by the attorney ( bill-back to the firm as title was completed by Mortgage Connect ( title vendor ) {$240.00} This fee will be removed XX/XX/XXXX Foreclosure Allowable Attorney Fee ( referral to foreclosure ) {$390.00} XX/XX/XXXX Full Title Search {$320.00} XX/XX/XXXX Foreclosure Allowable Attorney Fee ( Sale Set ) {$260.00} Total {$2500.00} However, Mr. XXXX failed to address the how the Expense Advances had the same expense categories as the separate line items in the reinstatement quote such as the Foreclosure Attorney Fees and the Foreclosure Expenses. 

Furthermore, I am requesting that unless you can produce proof that the services rendered were performed in association with the fee, the fee needs to be immediately removed from the account ( i.e. if you are claiming the fee is for publication of advertising but can not produce the advertisement, the fee needs to be removed, if you are claiming the fee is for a property inspection fee and can not produce distinctly different property inspection reports with along with a valid need that shows that you needed to order one, the fee needs to be removed, if you are claiming the foreclosure is allowable on what basis was that determination made and why was it worth {$390.00}? ). 

Mr. XXXX asserts he has not received my RESPA Qualified Written Request ( QWR ) that has been mailed to Freedom Mortgage, XXXX XXXX XXXX, XXXX, IN XXXX. However, if I am telling you I made you in an official complaint to a public agency, there should be nothing preventing him from complying with it now as many of the concern addressed in it are addressed here as well. 

Mr. XXXX also asserted that we never received a complete loss mitigation package from you ( see attached incomplete letter ). This is completely inaccurate and shows he did not review the attachments in the complaint as I clearly indicated, in my original correspondence, Freedom Mortgage CEO XXXX XXXX was CCd on a prior email to Freedom Mortgages Loss Mitigation department in which he forwarded to XXXX XXXX for response on XX/XX/XXXX. On the same day, I responded to her email and CCd Mr XXXX XXXX  a copy of the email in which the documents that Freedom Mortgage asserted was not received for my loss mitigation package ( attached ) and never received her response or further contact. 

Additionally. Per 12 C.F.R. 1024.41, servicer are restricted from continuing the foreclosure process if the homeowner is working on securing a loan modification or other alternative to foreclosure. Per their letter dated on XX/XX/XXXX, your review was not closed until well after the time period prescribed by the dual tracking provisions in the law. Per the timeline Mr. XXXX provided in his previous response, the foreclosure preceding had started well before this date which would consider it to be dual tracking. 

Furthermore, Mr. XXXX did not address the concerns regarding the illegal sale. Although he indicated he will not postpone the sale, he did not provide proof as requested to my assertion the Freedom Mortgages violation of O.C.G.A. XXXX. In which the lender must properly advertise the foreclosure sale once a week for a period of four weeks immediately preceding the date of the sale in the legal organ of the county where the property is located. I am only seeing ONE advertisement in XXXX Countys " Daily Report dated XX/XX/XXXX, which is LESS than four weeks prior to the sale date of XX/XX/XXXX. Additionally, I have requested the egregious fees to be removed. 

Mr. XXXX asserted that property inspections are an investor requirement as long as the home is in default but did not cite proof of this requirement nor did not cite where it was mandatory for Freedom Mortgage to pass those cost to me ( or where I agreed to pay them ). These costs need to be removed immediately. 

In regards to my repeated contact attempts, Mr. XXXX did not address how on a recorded call to the loss mitigation department on XX/XX/XXXX to XXXX XXXX ID # XXXX XXXX in which I requested a supervisor to discuss the account. As of today, that supervisor XXXX has yet to call me back. Neither did he address my repeated attempts to contact someone on to resolve issues on this account such as repeated emails to CEO XXXX XXXX ( that went ignored ), Vice President of Customer Service   XXXX XXXX XXXX that went ignored ), the loss mitigation department ( that went ignored ), recorded calls to the loss mitigation department in which one case, Supervisor XXXX XXXX ID # XXXX XXXX laughed hysterically at the situation and mocked me as me he said, " I should have stopped this months ago. These are just a few of the many call/email attempts I have made with this company in the past month alone. Freedom Mortgage has been the most unprofessional, racists, discriminatory, and ill-managed, company I have ever seen and do not feel confident that you can effectively service my loan without future retaliation and think you in the best interest of everyone involved, after resolving these account issues, transfer it to a different servicer.

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