Consumer complaint received 2023-02-14 00:00:00
Product: Mortgage — VA mortgage
Issue: Struggling to pay mortgage — 
Company: Freedom Mortgage Company
State: FL

Complaint narrative:
On or about XX/XX/XXXX, I started the process to obtain a loan modification. The loan modification is still being worked as of XX/XX/XXXX. On that date I submitted the most recently requested documents to Freedom Mortgages Loss Mitigation Department. I have complied with every request that has been made by the Loss Mitigation Department. 

I have completed follow up calls to Freedom Mortgage as well, the last call was placed on Thursday, XX/XX/XXXX, to follow up on the documents I emailed on XX/XX/XXXX. I spoke with customer service representative XXXX, who advised me that the documents I submitted on the XXXX had still not been uploaded to my account. The suspense date for these documents is XX/XX/XXXX. I submitted the requested documents well ahead of the deadline via their email address ( XXXX XXXX XXXX ). I received an auto reply email from Freedom Mortgage stating that the documents were received on XX/XX/XXXX. When speaking with XXXX she mentioned that they ( Freedom Mortgage ) were behind on uploading loss mitigation documents and they were working to get that rectified. I also questioned why the account status was showing as active foreclosure when I am obviously working on a loan modification and have been for over one year. XXXX advised that status would change once the most recent documents submitted on XX/XX/XXXX, were uploaded, however, the foreclosure was initiated prior to the most recent document request with no explanation, as stated previously, there was a loan modification in process since XX/XX/XXXX. I never received anything from Freedom Mortgage stating I had not complied with their document requests or anything that would put the loan modification in jeopardy and move me into a foreclosure. I simply got a letter stating they had started a foreclosure and follow up from their foreclosure attorneys stating the same. 

I have complied with every request that was made to me either by phone or by letter from Freedom Mortgage. It is my belief that any foreclosure proceeding should immediately be stopped due to the ongoing loan modification. 

Furthermore, I am a disabled veteran and this is a guaranteed VA loan. I have been reaching out to VA to advise them of what has taken place concerning this loan, the loan modification, and the foreclosure. I have called the last 2 days leaving messages with the rep assigned from VA. So, far there has been no response to either call. 

In XXXX of XXXX, Freedom Mortgage held virtual appointments to help with getting the loan back on track after a Covid-19 forbearance. I scheduled an appointment and spoke with a representative via a zoom type call. I was advised that because it was a VA loan I was eligible for a VA based loan modification. When asked how long the process would take, I was advised 30-45 days. Here we are over a year later, and not only has the loan modification not been completed, but I am also now somehow facing foreclosure. I have received different information from the representatives every time I call in to check the status of the modification or to follow up on documents I have submitted. At one point, I received a letter from Freedom Mortgage advising of the foreclosure. I immediately called them. At that time, I was advised they started foreclosure and the only way to stop it was to complete a whole new hardship packet which I did that day and submitted via the email stated above. When I called to verify the packet was received, I was advised that they were actually looking for documentation from my daughter, XXXX XXXX, who lives in my home and is a 100 % contributor. The letter sent to me requesting documents did not state the requested information was needed from my daughter and not me, so I sent my information. As soon as this information was clarified the documents needed from my daughter were emailed. As far as I knew the loan modification is back on track. 

I have been trying to do the right thing for the past thirteen months. All I want is for this loan modification to be completed so I can afford to make my payment every month. 

When I first received this loan I was a XXXX for the XXXXXXXX XXXX working overseas in XXXX and XXXX, making XXXX figures. I wanted the loan modification to reduce the payment which went from roughly XXXX XXXX dollars per month to over XXXX XXXX. I had a great interest rate already. What I explained to the rep on the virtual call was that I was looking for a payment closer to my monthly disability check. Since returning home from overseas I was working a job for XXXX dollars an hour. Going from XXXX figures to this was an adjustment, hence the request for modification. A process that I requested to get help has now put me at risk of losing my home. I just cant understand how that can be. 

I am requesting that you contact Freedom Mortgage to verify that I have had a loan modification in process for the last thirteen months. Once you are able to verify that information, I am requesting that all foreclosure proceedings are stopped or withdrawn as they should have been already. 

On Saturday, XX/XX/XXXX, I received another letter from Freedom Mortgage stating that if I wanted to stop the foreclosure, I had a list of options to save my home. One of those options was to start a loan modification. On Monday, XXXX XXXX, I received another hardship packet from Freedom Mortgage to be completed. In total I have already submitted two complete hardship packets for my loan. This would be the third. I called Freedom Mortgage both yesterday and today. Today the representative took the time to review everything that had been requested and the documents I had submitted. She was able to verify everything was there as requested on the first hardship packet. She reviewed the second packet I sent on XX/XX/XXXX and found two things that needed correcting but also stated that underwriting has not even reviewed the second packet I submitted as of today. I completed the documents the representative stated were needed for the second packet and scanned an emailed them to loss mitigation by the end of the phone call. Freedom Mortgage currently has everything they required to this point to complete my loan modification.

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