Consumer complaint received 2022-10-13 00:00:00
Product: Mortgage — VA mortgage
Issue: Struggling to pay mortgage — 
Company: Freedom Mortgage Company
State: OR

Complaint narrative:
I have been in a XXXX protected forbearance with freedom Mortgage since XX/XX/XXXX. I have kept in touch with the mortgage servicer over the last year. In XXXX I requested an extension online. As I understood I had up to a year of forbearance. In XXXX I still had not received documentation of approval. I called and was told the request was submitted and that the system wouldn't have given the option to submit if it was not possible. Come to find out the forbearance was stopped after the first request of an extension. The representative from XXXX and XXXX said that I needed to seek loss mitigation options and then they would offer a streamline XXXX partial claim and that no documents were needed. This never happened. 
I have always maintained verbally and in writing I wanted to do a partial VA claim. Now the servicer states the deadline has passed. I submitted documents for myself and my wife for Loss mitigation options in XXXX after getting a letter saying the deadline was coming soon. I was given 3 days to get all documents in. Freedom mortgage stated my wife 's contributor information was incomplete and that voided my request and now it be too late for the partial claim. She isn't even on the loan and the documents they requested I told them I could not provide because we are still waiting for her income statements from child support and social security. Both sources of income we lost during XXXX. We still to this day do not have payments from either source. I was given bad information for months. I did the best I could to avoid this situation and use my Veteran protection, and loss mitigation options during federally approved COVID emergency programs. 
I am now under review with only my information since I am the only XXXX on the loan. I have been told the 0 % partial claim is no longer possible and that XXXX would let me know my options asap. Today XX/XX/XXXX XXXX sent a representative to knock on my door to verify occupancy. Their representatives have hinted foreclosure is a possibility or to pay the over {$22000.00} back mortgage payments by the first of the following month. Obviously that's insanity. Here is just XXXX of the messages I sent to the servicer over the last 8 months. 

XX/XX/XXXX XXXX ... XXXX XXXX Documents From the mortgagee. 
Please upload Freedom Mortgage 's response to my extension request for my forbearance. I need record of when it will expire and what timeline I have to restructure my loan and make a payment. I intend to keep the home and use the XXXX  process to add the back payments to the back of my loan. Thank you for all your help in these trying times. 
Please help. The VA has reached out to the servicer and they have told them that they would send options soon. Again I want to keep my home and want to use my XXXX protection of Partial CLAIM. This is the email sent to XXXX by the XXXX representative. 

The Veteran/borrower has contacted the VA concerning XXXX received from the servicer that he does not understand. He states he has previously completed proper paperwork for a partial claim that has gone unrecorded. It appears there may be some miss information or possibly miss understood information with this case/file. The borrow desires to retain the property and keep his current interest rate. Please reach out to the borrower at ( *** ) XXXX to discuss. He has been directly by COVID and spouse health issues. Your assistance appreciated.

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