Consumer complaint received 2022-08-23 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Freedom Mortgage Company
State: OH

Complaint narrative:
I had already filed a complaint with this company previously regarding the loan servicer of my mortgage which was Freedom Mortgage. Only after my compliant through the CFPB did the mortgage company finally take action to send me the Loan Modification paperwork. I received loan modification paperwork dated XX/XX/2022 for an effective date of XX/XX/2022. However, due to my work with the HUD Counselor, I was urged to also contact my state regarding a HAF program, which I did. I found out on XX/XX/2022 that qualified for the HAF program and that the state of Ohio would pay {$25000.00} which would pay for all of the past due balance on my account. This is all through a Grant through my state and they did confirm that this communication is required to be sent to my loan servicer through a secure messaging portal, which is a requirement of the US Treasury. On XX/XX/2022 someone from Freedom Mortgage contacted me and I assumed she was contacting me about the HAF program, but actually she was contacting me to follow up on the Loan Modification paperwork since it had not been received back. She told me to email the HAF letter to the XXXX. During that call I also told her that I had tried to communicate with previous managers & I tried to get in contact with them & to leave messages for them but I was unable to reach them. She did attempt to leave a message for them. About a week later I was contacted again by another representative who was asking me the same thing, A few days later I received another phone call from Freedom Mortgage again asking me about the loan paperwork, I asked her if she saw the email that I sent in on XX/XX/2022 to loss mitigation, to which she said she did not. Now I started to get very concerned because this was starting to feel exactly like the situation which got me into this mess in the first place. That said, I began to try to escalate immediately. I began to try to escalate to the management that I had information for from my past experience with my COVID Forbearance, I was not able to get anyone on the phone but ultimately ended up getting in contact with someone who had promised to get an email over to the team that handled the HAF program. This was the week of XX/XX/2022 ; His name was XXXX ID XXXX. He assured me he would call me back that Friday XX/XX/2022. He did contact me back on that day but at that time he had not heard back from that department. I also followed up with the HAF department for Ohio and they confirmed that they had not heard anything from my loan servicer yet. XXXX did promise me on Friday XX/XX/2022 that he would also continue to follow up with that team until he heard back from them and that he would call me back on XX/XX/2022. He did call me back today and which he did, but to date no one from the company has logged in through the secure messaging portal to view the message to even see that I have been approved for the HAF program. This is a time sensitive item that can save my home and I am not gong to lose this. I asked for a 6 month loan modification which has been extended for over 16 months due to incorrect information from my loan servicer. Each time I call there is little to no information that is done to help me. I am begging someone to please help me to resolve this matter. XXXX has been the only person in this company that has ever been true to his word and has ever actually called me back, let alone called me back twice and the poor guy has to be out next week. The state is ready to send this money and I don't even know if this isn't done would my loan modification even still be available? My family is in a holding pattern & it has been put there by Freedom Mortgage for months on end & it just continues on longer.

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