Consumer complaint received 2021-12-17 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — 
Company: Freedom Mortgage Company
State: VA

Complaint narrative:
I have been trying to get my loan out of Loss Mitigation since XX/XX/XXXX. I am frustrated with Freedom Mortgage to the point I have cried over this, stressed all I can, I have been super nice to your front line staff. Each conversation I have takes exactly XXXX min to get to the Loss Mitigation Department. Then at least an hour to get through to someone who can help me. 

I sent on XX/XX/XXXX the scan of my driver 's license, marriage certificate, and social security cards, with the loss mitigation agreement to remove me from loss mitigation and change my name in the process. I was furloughed from my job in XXXX of 2020 and I was finally back on my feet. I thought everything was good, no one called me to say it wasnt. 

I received the paperwork on XX/XX/XXXX and my name was still XXXX XXXX. I called and they said " Oh the state name " Virginia '' was cut off the top of your ID scan so we couldn't change it ( even though I sent my Virginia marriage certificate and my social security cards ). I told them I can't get the paperwork notarized because it is not my name anymore. I resent the information within 10 minutes of finding this out thinking it would be taken care of and they would immediately send it out. 

I then called on XX/XX/XXXX to see where the package was with the new paperwork in it and made sure they indeed had the new ID 's reflecting my married name. They assured me it was changed and I would get it soon. I explained that I was in the process of buying a commercial property and I really needed to get this taken care of. They said just a few more days .... 

XX/XX/XXXX I got a package in the mail. It was the EXACT same paperwork with my maiden name on it. It said XXXX XXXX again! OK lets start the process all over again. I was on the phone this time for 1.5 hours trying to get it resolved. I was assured it would be sent to me by XX/XX/XXXX and it would be expedited. 

XX/XX/XXXX I received a call from I guess your mobile notary to come and notarize the paperwork. I tell her it is the wrong name again but I should have gotten the new one that day. 

XX/XX/XXXX I called because it was not received. When I went to verify my account they asked me what my name was. I said " XXXX XXXX '' ( surely my name would be correct by now ) they said " could it be under another name? '' I cried. How can a company STILL not have changed my name? They then told me that they don't understand why someone would have told me Wednesday that no one at that level has control over when things get shipped. They would expedite it and give it another week. 

In the meantime...... I am turned down for my commercial mortgage from 3 banks because my home mortgage is in modification. I can't get it modified because Freedom Mortgage won't change my name! 

XX/XX/XXXX I called again. Wait time is over an hour. Instead of running my business I am on yet another hour long conversation trying to get my name changed and my paperwork right. I was told it is coming. I explained the other mortgage and they just apologized and said there wasn't anything they could do. 

XX/XX/XXXX I called again. There was no wait. That was a plus. The girl on the phone can't help. She says it is processed and I will get it any day now. 5 months. 5 months of me following up. 5 months of me trying to make payments and getting mixed signals because half the staff at Freedom Mortgage says to pay it and half of them say don't pay it. I don't know what to do so I have been paying. I don't even know how much my payment is anymore so I just pay {$1600.00} I pay it in hopes one day maybe you will send me the paperwork. In the meantime Freedom Mortgage is preventing me from moving forward in life, growing my business, and ultimately increasing finances to benefit my family. I also sent an email to the XXXX email with a timeline of events. It has been over a month at this point and I am still awaiting a response. 

XX/XX/XXXX I call and I speak to XX/XX/XXXX and she sates that now they dont have my marriage certificate. I email the exact same email from XX/XX/XXXX toXX/XX/XXXXalong with the customer complaint letter from XX/XX/XXXX that never responded to. 

XX/XX/XXXX I called and ensured everything was taken care of with a supervisor named XXXX. XX/XX/XXXX was very nice. She told me that everything was good and I would receive my paperwork shortly. 

XX/XX/XXXX, today, 6 months laterI get my Loan Modification document via XXXX and guess what. It still has myXX/XX/XXXXmaiden name as XXXX XXXX.

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