Consumer complaint received 2024-03-21 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: Freedom Mortgage Company
State: MD

Complaint narrative:
I had no problems whatsoever until XX/XX/XXXX when I became ill and was out of work for XXXX weeks. I fell behind on XXXX payment and had a hard time catching up, staying XXXX month behind. I called in XX/XX/XXXX and asked about hardship options and a partial claim application was submitted ( and later approved ) on my behalf without my knowledge or direct consent. I was confused to learn it had been submitted internally because i was in the process of completing it myself and called to ask a question about the XXXX XXXX and i was told it was already completed. I received the approval paperwork to have notarized in XX/XX/XXXX, with the covered months of the partial claim being XXXX XXXX XXXX  The document was full of inaccurate information. I called and was told a revised document was on its way and that a hold on my payments was in effect because of the partial claim. No new documents came after weeks of waiting so I called and was told I had to assume the loan from my deceased grandmother. Something I have evidence of trying to do since her XXXX in XXXX. I complied and gave them everything they asked for forthe assumption process to start. Asked again if payments should resume because nothing is finalized. Told no. Weeks went by no word except to ask me for documents I had sent in several times. Each time I would call I would ask about the payments since the process is dragging out. Each time, ON A RECORDED LINE I was told no and I couldn't make a payment if I wanted to as they canceled my auto pay and options online. By end of XXXX I call to check status of assumptions again and I'm told I'm in default and at risk of foreclosure because of failure to pay ... .the loan they put on hold!!! Every single time I call I get a different answer. They are sending letters addressed to names I don't recognize which is very concerns and repeatedly sending me things from Loss Drafts about a house fire claim they've been informed a XXXX times has closed. Every person I speak to acknowledges the problem and assures me they're aware of the issue but the nonsense persists and I feel terrified and unheard. As recently as this week I did all the things XXXX XXXX  asked of me only to be told today that XXXX XXXX hasn't " claimed me '' yet and if not resolved by next week I will get foreclosed on. No XXXX people say the same thing. I get conflicting items in the mail. I am assured it's being worked out and it seems to only get worse. They have never once put a supervisor on the line when I ask for XXXX and when I'm promised a call back XXXX never comes. There seems to be no record keeping or interdepartmental communication and I'm paying the price litterally and figuratively. I'm living in constant fear of losing a house I don't deserve to lose and I have done everything I can to fix the situation and it feels like I'm screaming into the void. I desperately need help. Please help me. I have evidence to support every single claim made here and more that I didn't even get to in this very XXXX and XXXX  situation. 

Note : I have tried several times to upload documents to this complaint but even when I try to reduce file size I am getting it kicked back for being too big. I have sent Freedom Mortgage Corporation copies of approved partial claim from XXXX, foreclosure notices, other inaccurate mail, and numerous other documents.

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