Consumer complaint received 2024-09-15 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:
I am writing to formally address the ongoing issues I have been experiencing with Freedom Mortgage concerning my mortgage account and the payment discrepancies that have arisen since my bankruptcy filing in XX/XX/XXXX. Despite my continuous efforts to rectify this situation, it has become clear that there are significant discrepancies between the payment records maintained by Freedom Mortgage and those acknowledged by XXXX Mortgages legal counsel, XXXX and XXXX. I would like to provide a detailed explanation of the timeline, actions taken, and the current situation to seek resolution. 
Background Information I filed for Chapter XXXX bankruptcy on XX/XX/XXXX. At the time of filing, I had XXXX payment due for my mortgage, which I promptly paid on XX/XX/XXXX, via XXXX XXXX under the advisement of my bankruptcy attorney. This payment of {$660.00} was for the XXXX mortgage. During the bankruptcy proceedings, Freedom Mortgage reported to the federal judge that I was only behind by this amount, which was confirmed in court. 
However, following the finalization of my bankruptcy case, I continued to face challenges in making timely payments. Despite this, I have not missed a payment since the bankruptcy filing. If I was ever late, I made double or even triple payments to catch up on the amounts due, ensuring that my mortgage remained current. 
XX/XX/XXXX, Stipulation Agreement In XX/XX/XXXX, Freedom Mortgage filed a motion for relief due to my missed payments for XXXX, XXXX, and XXXX of XXXX. As a result, a stipulation agreement was submitted by XXXX Mortgages attorneys, XXXX and XXXX, to a federal bankruptcy judge on XX/XX/XXXX. This agreement, which was approved by my counsel on XX/XX/XXXX, detailed that I was fully caught up on my mortgage payments from XXXX through XX/XX/XXXX and outlined the amounts owed moving forward. 
Payment Discrepancies and Communication Issues Since the XX/XX/XXXX stipulation, I have made every required payment, trying my best to pay on time. However, in XX/XX/XXXX, I contacted Freedom Mortgage to clarify my payment history, only to be informed that I was allegedly missing the XX/XX/XXXX payment. When I inquired further, I was told that I was in non-compliance, even though I have consistently paid all amounts required by XXXX and XXXX, as outlined in the stipulation. 
To resolve this, I requested a simplified payment history from Freedom Mortgage that would exclude PMI, escrow, and other confusing information and clearly show my payment activity. As a visually impaired person, I also requested this document in larger print for accessibility reasons. Unfortunately, my request was denied, and Freedom Mortgage failed to provide a clear, simplified history despite numerous follow-ups. 
In an attempt to provide proof of payment, I submitted my XXXX XXXX and XXXX receipts for the XX/XX/XXXX payment. After doing so, I spoke with a supervisor named XXXX in XXXX bankruptcy department XXXX who confirmed what I needed to pay after reviewing my receipts. I then made XXXX payments totaling {$1200.00} to bring my account current. From there, I expected my account to be updated in a timely manner ; however, it was not. They have been applying payments to months that were already paid and proven to be paid, as counted in Exhibit A in the XX/XX/XXXX stipulation. They have been unduly putting me through hardship by not following their own councils paper work proven in court. 
Additional Payment Discrepancies After undergoing XXXX, I once again fell behind on my mortgage payments. Upon attempting to catch up, I received a non-compliance letter from XXXX and XXXX regarding the XX/XX/XXXX stipulation. The letter stated that I needed to pay {$1200.00} to regain compliance. I promptly paid the amount in XXXX installments : XXXX on XX/XX/XXXX, which is the XX/XX/XXXX mortgage payment, and the other on XX/XX/XXXX, which is the XXXX payment, both via XXXX XXXX. However, Freedom Mortgage continues to claim that these payments have been credited to my account for the other alleged missing payments. 
When I contacted Freedom Mortgage, I was informed that I had missed payments for several months in XXXX, including XXXX, XXXX, XXXX, and XXXX, despite having proof of these payments submitted as Exhibit A as part of the XX/XX/XXXX stipulation, proving that these payments were made. Additionally, I was told that I had missed payments for XX/XX/XXXX, XX/XX/XXXX despite sending proof to the XXXX XXXX department because Freedom Mortgage bankruptcy dep does not have direct email access. However, XXXX, XXXX, and XXXX of XXXX these months were included in the stipulation agreement.

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