Consumer complaint received 2024-08-08 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Freedom Mortgage Company
State: TX

Complaint narrative:
I do not know how my mortgage account ended up with Freedom Mortgage. My home loan was with VA since XXXX. At XXXX during the XXXX I missed a payment after being laid off from a job due to XXXX. Freedom Mortgage convinced me to put my house on forebearance for XXXX months promising to put those XXXX months at the end of my contract as if I never missed a payment. After the first XXXX months I was about to restart my payments when Freedom Mortgage convinced me of their new promotion to add another XXXX months on my forebearance in return to add those new XXXX months ( total of XXXX  months ) at the end of my contract but it was their promotion due to the XXXX telling me to help alot of Freedom Mortgage clients struggling with their payments from being laid off or sick due to XXXX. However, after 12 months, I received a shocking letter from Freedom Mortgage threatening to foreclose my house for owed 12 months of " non-payments '' which puts me to be on XXXX XXXX come XX/XX/XXXX but when demanding answers about their promotion and promises to put those 12 months at the end of my contract, Freedom Mortgage refused to explain but gave me the run around. XXXX XXXX XXXX XXXXXXXX XXXX ( XXXX ) XXXX 's program to help with people during XXXX, XXXX stepped in to help. Freedom Mortgage charged XXXX {$XXXX} for the 12 months foreberance! I couldn't understand how a 12 months paying $ XXXX  monthly mortgage payment could total to {$XXXX}! My house balance at the time was {$XXXX}. To my alarm surprise, I discovered that Freedom Mortgage added that {$XXXX} owed from the 12 months foreberance to the owed balance of my house, racking up the new balance of my house back up to {$XXXX}, a {$XXXX} increase from the original price of my house when I bought it in XXXX at {$XXXX} not to mention continous illegal home inspections by Freedom Mortgage I never authorized in additon to phone charges from every phone call I made to Freedom Mortgage for answers which these charges were added to my monthly mortgage payments or to the balance of the house. So, XXXX sent Freedom Mortgage the {$XXXX} check to cover the 12 months forebearace owned on my house, in return, Freedom Mortgage pocketed that {$33000.00} check from XXXX, adding {$XXXX} into the {$XXXX} original balance I owed on my house prior to the forebearance. When I demanded answers how my house balance increased again by {$XXXX} instead of subtracting from the {$XXXX} original balance on my house prior to the forebearance, Freedom Mortgage refused to provide any explanation but either disconnected the line or passed me around to several other representatives that I had to re-explain the situation. Recently, I discovered Freedom Mortgage charge XXXX insurance fees on my account despite having my own home insurance with XXXX. My mortgage payments have always been $ XXXX  monthly. then it was increased to {$XXXX} to a recently a whopping {$XXXX} a month. Freedom Mortgage told me the new mortgage payments were also for owed property tax, escrow, phone call charges, and home inspection fees. Numerous of sent documents to Freedom Mortgage indicating I am a 100 % XXXX Veteran and is exempt from paying property tax. Freedom Mortgage told me, " we don't care if you're a XXXX Veteran or what we own your house and we do whatever we want with it. If we decide to sell it we can. If we decide to foreclose it we can so if we decide to increase your monthly payment we can and we don't owe you any explanation its our house and we can take it from you any day any time! '' When I discovered Freedom Mortgage charged my account with XXXX home insurance in addition to my own home insurance with XXXX, an XXXX agent spent XXXX and half hour on the phone with Freedom Mortgage and myself trying to correct the problem. Freedom Mortgage then decided to cancel their XXXX insurance policies they charged on my account in return to send back their {$5200.00} check ( see attachment ) in turn for me NOT to make any payments " for a while until we process the XXXX checks XXXX will send you. You will have to return those XXXX checks to us and we will readjust your new mortgage payments even lower than the original monthly payments you made XXXX. So as of now do NOT may any mortgage payments just wait on us to email you your new date to start your new payments but will not be {$XXXX} as posted. '' I asked XXXX from XXXX on the phone to witness what was said by Freedom Mortgage. Email after email to Freedom Mortgage ( see attachment ) for an update since the XXXX checks were endorsed and mailed back to them, to this day, there has not been a single reply via email from Freedom Mortgage and the individual ( XXXX on the email ) who laid out the instructions and plan, of XXXX reply. But checking on my account, I am still charged {$XXXX} monthly payment which include the XXXX insurance policies Freedom Mortgage charged to my account and XXXX of them is XXXX, the other is for the XXXX. I need help for I am well convinced that Freedom Mortgage is a scamming company that steal consumer 's money, lying about promises that are never kept, giving consumers the run around, illegal home inspections, illegal phone charges added on my account under Miscellanous account, and no one is able to give me the straight answers about what happened to the readjustment of my new lower payments and what happened to the checks they demanded to be sent back to them in order to readjust my lower monthly payments from my original payments of $ XXXX  month in a reminder that Freedom Mortgage still would not explain what happened to the {$XXXX} XXXX  sent them to cover the 12 months my house was on forebearnace and how my original balance of {$XXXX} ended up at {$XXXX} to remake payments on that balance all over again, and how {$XXXX} was added back to my account to increase my original balance from {$XXXX} to {$XXXX} and still didn't see any deduction from the {$XXXX} XXXX sent Freedom Mortgage. This is causing more hardship for consumers dealing with such corruption operation and sufferings with treatements by Freedom Mortgage.

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