Consumer complaint received 2022-11-09 00:00:00
Product: Mortgage — VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: Freedom Mortgage Company
State: NM

Complaint narrative:
In XXXX of XXXX I was exiting Covid Forbearance and was approved by Freedom Mortgage for a VA Refund Modification that would lower my monthly payments by 20 %. I was told to not make a payment while I waited for the loan docs. I never received them though I called several times and was told something different each time. Finally was told the docs were kicked back because they forgot to attach my husband/co loan holders death certificate. He died in XXXX of XXXX. In XXXX, XXXX I received a New Decision Letter stating the same. I again waited for docs that never came and I was given many excuses, reasons but none that were a fault of mine. I called and messaged many times. In XXXX, XXXX I received yet another Decision Letter - this time saying I was INELIGIBLE for the Refund Mod but approved for Partial Claim or Foreclosure hep. The tone at Freedom took a turn but I was told My only recourse was to appeal which I did and the date for them to complete their research started at XX/XX/XXXX, then mid XXXX and finally mid XXXX of XXXX. When I called during these months XXXX person would say my Refund Mod was in the works no problem, another said they were waiting on the appeal decision. Around XX/XX/XXXX I received a packet for A Partial Claim with no refund modification! It showed my payments would go up from approx {$1400.00} to {$1600.00} while the original Refund Mod I had been waiting on lowered my payments to {$1200.00}. The docs were dated XX/XX/XXXX and gave a 2 week window to notarize and return. I messaged and then phoned Freedom. I explained the entire situation to XXXX, teller ID XXXX. She went back and forth and said I was just out of luck and that I couldnt appeal the decision from XXXX contrary to everyone else I spoke with. She also stated that it was the VA who did not approve. In later talks with the VA I found out that was untrue. She kept referring to the Partial Claim as my only solution. 
Meanwhile on XX/XX/XXXX a gentleman ( a local notary ) came to my home to deliver a document from Freedom mortgage stating that Loan Modification Documents had been sent and I could contact them to notarize when they are received. I thought it had been resolved! Of course no Refund Loan Modification documents were sent to me. 
I then got another letter stating I had neglected to get the Partial Claim papers back in time and I am now removed from loss mitigation. Even if I had decided to accept the Partial Claim the documents were not received until after their due date. And I had no notice these documents would be arriving. I get at this time that their goal was to set me up to fail and then foreclose. 
I have continued to contact Freedom  to escalate my issue and each time I am promised that my SPOC will contact me. I should note that I found out about halfway through this past year that I really did not have a single point of contact named XXXX as all of the representatives are considered SPOCs. 
After my last conversation with XXXX I relaized I was not going to get anywhere with the phone reps. I filed a complaint with the XXXX and I am in contact with the VA. I thought my loan tech at the VA would take more of an advocacy role but he just relayed to me that I was kicked out of loss mitigation because I didnt send back the docs in time for the Partial Claim which I had not approved anyway and received them AFTER the deadline. It amazed me how quickly this process went since receiving that package 3 weeks ago. After all that waiting and communication I was kicked out of loss mitigation within 2 weeks! 
All I want are loan documents for the Refund Loan Modification I was approved for twice yet never received the documents. I never approved the Partial Claim alone option. I feel they tried to intimidate me into accepting that. XXXX also stated that if I did get the Refund Mod that the interest rate would be higher than my current one because of the market. She clearly did not understand the rules and guidelines of this VA program. 
After I was approved for the Refund Modification over a year ago I planned my forward life with the reduced payment in mind. I did not make a single error the entire time I have been waiting. Out of fear I started making payments a few months ago but now cant even make a payment on the app that is not for the entire forbearance sum. 
I need help and advocacy and cant really afford a lawyer. I am a XXXX XXXX XXXX widow. I can afford the payment structure laid out for me back in XX/XX/XXXX and XXXX in XX/XX/XXXX. 
I do not know if this is blatant bad faith on Freedoms part but I assure you I have done due diligence all year and have every correspondence to show that. I need a consumer advocate to help me as there does not seem to be assistance coming within Freedom or The VA ( the latter of which I am sure are overburdened. ). On the XXXX site I found similar stories from consumers with loans at Freedom. I do not know if they were ever resolved.

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