Consumer complaint received 2024-09-19 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: Freedom Mortgage Company
State: CA

Complaint narrative:
My ex of 19 years left me in XXXX of XXXX - 18 months after we purchased a home. Both of our names are on the mortgage with Freedom Mortgage. We obtained lawyers and did a division of assets. He signed a quick claim deed renouncing virtually all ownership in the home and I assumed full responsibility for paying 100 % of the mortgage. For the last two years, I have made all of the monthly payments in full ( or so I thought ) and on time. 

A year after my ex left me ( XXXX XXXX ), he filed for bankruptcy. The mortgage was caught in the proceedings. Freedom Mortgage ( FM ) stopped all communications with me ( no online access to my account, no mail, nothing, etc. ) and I no longer could see my monthly account statements. In XXXX, the escrow was increased, but I had no way of knowing this. I continued to make the monthly payments at the older amount. It wasn't until XXXX that I learned my {$6300.00} monthly payments were short by approximately {$89.00}. I also discovered my XXXX mortgage payment had never been applied to the loan. 

I called FM approximately two dozen times over two months and received neither an explanation as to what was going on or how I could resolve the issue. I kept records of most calls and who I spoke with asking many times to speak with a supervisor. Still, no progress. In XXXX of XXXX, FM reported to the credit bureaus that I was delinquent in my mortgage by approximately {$14000.00}. My credit score dropped by approximately XXXX points, which jeopardized my government job. 

I wrote FM a lengthy description of what occurred, and I finally talked with someone who informed me what was going on. I immediately mailed a check for the {$500.00}, which was the amount my account was in arrears. I was told the {$14000.00} indebtedness was an automated letter that was inadvertently sent out, but later FM said they would claim no responsibility for the erroneous report to the credit agency, but they would change the submission to the credit agencies to a negative report. They did so and my credit score has returned to the XXXX level. Several months earlier, FM also gave me back my online access so I could view my account statements. 

This month, FM once again, and without notice, stopped giving me access to my monthly online account statements. Today I learned, they refuse to provide me with any information regarding my own account over the phone, by email, or through their website - an account for which I make 100 % of the payments. I don't see why my ex 's bankruptcy should prevent from knowing anything about my own account - an account for which I am the primary and responsible for through a legal agreement. How am I supposed to be notified of any changes in payment amounts if FM refuses to give me any information to me about my own account? 

Today, FM told me I need to contact my ex and have his lawyer give me access to my own account. There is a restraining order that prevents communication between us because of the abuse I was subjected to. Is this really the only answer? 

I know FM must follow bankruptcy laws, but these laws should not be causing pain and suffering to someone who has never once filed for bankruptcy and has made every effort to pay his monthly bills in full and on time. I'm an older veteran that lives alone. Can you assist me? I will be sending a copy of this letter and all attachments to my congressman and the 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