Consumer complaint received 2024-10-09 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: PA

Complaint narrative:
XX/XX/XXXX I spoke with representatives from Freedom Mortgage requesting a partial claim. The partial claim was granted and I was told that my next mortgage payment would be due in XXXX of XXXX. 

XX/XX/XXXX In preparation for the XX/XX/XXXX payment, I reviewed my mortgage statement and it indicated that the payment was due in XX/XX/XXXX. I contacted Freedom Mortgage and the representative confirmed that the payment was due in XXXX of XXXX. 

XX/XX/XXXX. Mortgage payment was made to Freedom Mortgage in the amount of {$2400.00}. XXXX XX/XX/XXXX Home was placed on the market due to our family moving out of state. 

XX/XX/XXXX Mortgage payment was made to Freedom Mortgage in the amount of {$2400.00} XX/XX/XXXX Received and accepted an offer for the sale of the house. Closing was scheduled for XX/XX/XXXX. 

XX/XX/XXXX Continued to experience financial hardship at home due to a variety of factors. Contacted Freedom Mortgage. Spoke with XXXX, Agent # XXXX. Explained our current situation including the house was due to be sold/closed on XX/XX/XXXX. Shared that we were struggling financially as we were in the process of relocating. We discussed the partial claim option and I stated that I was hesitant to complete the request because we were due to close on the house on XX/XX/XXXX. I did not want the partial claim request to delay the closing process. XXXX indicated that he understood my rationale for not completing the partial claim request and explained the documents that would be sent to me and I would not complete them. I also shared that the buyers were had FHA financing and I was a bit concerned about the sale being completed on XX/XX/XXXX. I stated that I did not want to go into foreclosure as a result of not completing the partial claim. XXXX told me that the foreclosure process would not begin until XXXX. XXXX also repeated all aspects of this conversation at my request at the end of the conversation to ensure that all aspects of this conversation had been communicated correctly. 

XX/XX/XXXX The sale of the house was completed and was delayed ( original date was XXXX ) due to buyer financing complications that occurred at the XXXX  days before the closing. XXXX XXXX XXXX XXXX issued and mailed a check to Freedom Mortgage based on the XX/XX/XXXX pay-off amounts. 

XX/XX/XXXX I received a phone call from XXXX XXXX XXXX XXXX sharing that they had been contacted by a foreclosure attorney representing Freedom Mortgage stating that our house had been placed into foreclosure in XXXX of XXXX. At that time we had not received any documentation regarding this from Freedom Mortgage as our mail had not been forwarded to us ( although we made the written request to our post office on XXXX. 
Representatives from XXXX XXXX XXXX XXXX shared that Freedom Mortgage claimed that they had sent the pay-off check back to XXXX XXXX XXXX  because we owed more in taxes ( specifically property taxes ) and fees than the original XX/XX/XXXX payoff amount. XXXX XXXX XXXX had not ( and still has not ) received the returned pay off check. Additionally, property taxes were paid by XXXX XXXX XXXX  at the time of the sale. 

XX/XX/XXXX I contacted Freedom Mortgage and spoke with XXXX, Agent # XXXX and explained the details of this situation including that I had been reassured that foreclosure would not take place until XXXX. XXXX informed me that the situation would be investigated and more information would be available by XX/XX/XXXX. 

XX/XX/XXXX I contacted Freedom Mortgage and spoke with XXXX, Agent # XXXX. I again went through all of the details and specifics ( as outlined above ) of our situation and that I was told that this would be resolved by XX/XX/XXXX. XXXX informed me that the situation continued to be under investigation and that the credit reporting team would not have this investigation completed until XXXX. I shared my specific concerns about XXXX XXXX XXXX not receiving the returned check and the reports of foreclosure. XXXX shared that if it was found to be in error that Freedom Mortgage would take the status out of foreclosure and if it was reported to credit agencies as in foreclosure, they would remove that status, XX/XX/XXXX. I contacted Freedom Mortgage and spoke with XXXX, Agent # XXXX. I reviewed through all the details of our situation again with XXXX and she shared that they still had not completed reviewing the case and to call back on XXXX. XXXX was very rude and told me that I was being told things by other agents that they had no right to say to me. I asked XXXX to give me some grace, that she did not know my circumstances and that I was trying to show good effort by making some mortgage payments. 

XXXX I spoke with Freedom Mortgage and spoke with XXXX, Agent # XXXX. She did not have any further information for me regarding the pending investigation into our situation. 
She was much kinder than the previous agent and empathetic. She shared that the XXXX XXXX XXXX should speak with the Freedom 's foreclosure attorney to find out the correct amount due. I explained that the property taxes were paid during the closing and that we know that we need to pay the difference in fees from XXXX. She also said that the title company will need to put a stop payment on the check that they issued to Freedom on XXXX. 

This situation continues with Freedom Mortgage company claiming that they sent the check, placing us in foreclosure status, reporting that we are over 120 days late on our mortgage even though we had a partial payment/forebearance ( XXXX XXXX ) plan followed by XXXX monthly payments ( XXXX ). Overall, we were XXXX payment behind ( XX/XX/XXXX ) and finalized the sale on XX/XX/XXXX. Freedom Mortgage did not stay true to their word that we would not be placed into foreclosure status until 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