Consumer complaint received 2024-03-05 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — An existing modification, forbearance plan, short sale, or other loss mitigation relief
Company: Freedom Mortgage Company
State: PA

Complaint narrative:
My current mortgage company is Freedom Mortgage. During XXXX I had a financial hardship and fell behind on my mortgage payments. Freedom Mortgage offered me different options to help me with this financial issue. While I waited for funding from XXXX who would assist me with my back payment, I was asked multiple times by the mortgage company if I wanted to modify my loan by increasing my interest rate and my monthly mortgage payments. I declined several times. I was not in the position to take on a higher payment or interest rate and my funding was in process. 
I received my deferment paperwork and Freedom Mortgage sent out their mobile notary to sign the paperwork. When the notary I met we realized that one of the pages in the package seemed odd like it did not belong. I then called Freedom Mortgage to verify if this page was an error because it did not match the other documents. The representative assured myself and notary that everything was correct. The representative then went over all of the numbers to verify that this page was in fact correct, stating that my interest rate and monthly payment would not change. The notary and I continued with the signing and stamping. The notary submitted the paperwork then as soon as we departed, I received a call back from the mortgage company that in fact that page was incorrect and to come back and redo the entire package over. Freedom mortgage sent out their mobile notary a second time ; we redid all of the documents, signed/stamped and it was submitted to Freedom mortgage again.

I was assured by their rep that there will be no issues because the error was noticed so fast and not to worry. I called in periodically to check the status of the documents and I was continuously told everything was fine and it was still processing. They read off all of the correct numbers and just told me to give them time to process.

Time passed and I finally received paperwork from Freedom mortgage and my interest rate had doubled to XXXX from XXXX and my monthly mortgage payment of {$1100.00} to increase to a payment of {$1400.00}. This was incorrect. I immediately called Freedom mortgage to inform them that there was an error. They stated that it was a simple mistake. Someone processed the incorrect paperwork and that they will fix it. Time now has passed and I am receiving negative hits to my credit for late payments ; my credit is being destroyed and I wasnt able to find any help. I was told by the mortgage representative that if any payment was received from me, I would be locked into this new rate. 
I finally received an amazing manager named XXXX who did a full investigation. She pulled all the calls, ( since they are recorded ) all of my paperwork and stated this was the mortgage companies error and to give her some time to correct this. I was again advised not to worry. Randomly, I called in for status and was told these things take time, because the situation is a little complicated to figure out. XXXX would reach out to me to give me status and one day everything stopped. I called in and I was told that XXXX was no longer with the company by a supervisor, XXXX. XXXX was not helpful, would not pull up the notes, would not check the investigation at all. She informed me that she did not know what happened previously, but would not honor any progress that was previously done and that I was stuck in the current situation. The mortgage company is now trying to foreclose on my home.

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