Consumer complaint received 2022-09-07 00:00:00
Product: Mortgage — VA mortgage
Issue: Struggling to pay mortgage — 
Company: Freedom Mortgage Company
State: CA

Complaint narrative:
My mortgage company is Freedom Mortgage. 
On XX/XX/XXXX, I applied for covid 19 Mortgage forbearance due to reduce of income, process went through correctly, I was able to pause my mortgage for 6 months, On XX/XX/XXXX, I use my mortgage website to submit a request for an additional 6 Month of extension, and bring the expiration date to XXXX XX/XX/XXXX. 
I called the mortgage company on XXXX XX/XX/XXXX, and request information in way to exit forbearance, I was told by the representative that my Portal claim is already approved, and just want for the total due amount to reset back to normal, then I can start making normal month payment as before. 
After 2 months of patiently waited, I called the mortgage company and asked about it, then I was told that my account was delinquent with no action token after forbearance. After spoke with at lease 3 different people, no one can tell me what happened, and just told me that I need to submit supporting documents in order to get review, I refused and asked why do I need to provide those documents while I already have a partial claim, they did not have an answer for me, and told me that they will note it and do some research on it. 
I then finally ran out of patient as no one could tall me exactly what happened, I requested to speak to the supervisor directly. When I did, the supervisor informed me that my partial claim was cancelled due to the extension of my forbearance. Base on what the supervisor told me, and I have to come up with my conclusion, as the supervisor is trying not to tell me directly that they messed up. 
Here is my own conclusion, Someone ( not me ) exited my forbearance for me without my authorization, and make the expiration date on XXXX instead of the end of XXXX like it should be. I realized that on XXXX and called the mortgage company and asked why, I was informed at the time that the exit of forbearance was mistakenly submitted ( I did not request it ), but the rep told me that they can fix it for me, but instead of making the expiration date back to XX/XX/XXXX like it should be, they gave me another 6-month extension with the new expiration date as XXXX XXXX. 
I guess the partial claim was submitted for only from XX/XX/XXXX to XX/XX/XXXX, I never got to see the partial claim, when it got submitted, approved, or cancelled, thats why I can only guess. None of these transactions were show in my account portal or getting any mails regarding that. 

Now the mortgage company told me that there is no other option for me to take other than mortgage modification which will significantly increase my interest rate, and making these much harder for me to keep the property. I asked if I can still take the VA partial claim option since I was always staying on top of my account, but due to the fact that I was getting wrong information and time ran out while I was expecting that my account is approved for all the process and just need to be applied to my account. I asked them to submit the VA partial claim as they deadline is XXXX XX/XX/XXXX, Mortgage company refused and claim that the deadline has already past, I request them to confirm with the VA Mortgage department, they refused and insist than they were correct with the deadline and requirement. 

Moving forward, I can not change whats already happened, but I would like to get an option that I can afford and get back on track with my payment. While assuming all the information on https : //www.benefits.va.gov/HOMELOANS/partial_claim.asp are correct, my mortgage company just refuse to help me. 
Therefore, I am hoping to have some help from a 3rd party entity.

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