Date Received: 2023-04-22
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I reached out to Freedom Mortgage to inquire about different lines of credit that I could obtain in order to renovate my property. Representative XXXX XXXX convinced me that what I was looking for was a Cash Out Loan. As we began the process, he explained that I could cancel at any time before close without charge. After hours of going back and forth and sending paperwork, etc- we got to the very end of the approval process where I needed to sign in order to start the official closing process. Towards the end of providing signatures, XXXX QUICKLY explained away the {$1000.00} Rate Lock Fee page stating that it was in case I cancel during the close process, the fee was for the work that was done by the loan reps. Again, at that point we had been back and forth for hours and I was confused because he originally said that there was no charge to go through the approval or closing process. If they provide you with the recordings, you will hear the discrepancies. As soon as I hung up the phone, I reached out to my husband who explained that I was wrongly advised and that what we were looking for was a HELOC not a Cash Out Loan. Within 5 min I called XXXX for him to cancel the process. In the attached documents you will see in yellow highlight/comments that once I completed the signatures, I got off the phone with XXXX around XXXX. I then called him back and emailed him at XXXX to stop the process. He took 20 minutes to respond and said that he already ran my card, but that it was likely he could get it back since we were so early in the process. Again, it was my understanding that a rate lock fee is charged only for when the loan team does WORK. Nothing was done because I cancelled within 5 min. XXXX XXXX and his manager gave me the run around for 2 weeks and he said that his manager called, but I NEVER received a call from his manager. Having been a loyal paying customer, I feel bamboozled and misled. And I don't feel like they even attempted to get me a refund and the $ XXXX was for what he felt was HIS inconvenience. I never heard back from them in regard to the issue.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30126
Submitted Via: Web
Date Sent: 2023-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: There was an increase in homeowner 's insurance in XX/XX/XXXX from {$1800.00} to {$3600.00} ( plus {$1700.00} ). I contacted Freedom Mortgage customer service in XX/XX/XXXX to discuss how to fund my escrow account to make up for the increase in insurance payments. I was told making extra payments to my escrow account would prevent an increase in mortgage payments. Between XXXX through XX/XX/XXXX, I made extra payments to my escrow account in the total amount of {$1600.00} ( shy {$150.00} for full repayment of the increase in homeowners insurance ). In XXXX, I contacted Customer service to inquire how this would affect my upcoming payments and received conflicting information and was told there was no way to estimate anything because the Escrow analysis was not done. I asked multiple times for an explanation about how the analysis was done and how my increased payment would be applied. I provided the new homeowners insurance amount as well as the probable tax payments, but never received understandable information. I spoke with 2 or 3 individuals, including a manager. Escrow analysis in XXXX showed a shortage of {$1200.00} and an automatic increase in my escrow payments to cover the new insurance and slight increase in taxes. By my calculations, the new increase in payments is $ XXXX leading to {$470.00} XXXX {$620.00} as the new escrow payment ( not {$620.00} as shown in the Escrow analysis ). I spoke with several representatives betweenXXXX and XX/XX/XXXX including a supervisor ( # XXXX ). No one could explain 1 ) how the extra {$1600.00} in escrow payments were included in the escrow analysis 2 ) why there was a shortage ( despite the increased escrow payments ) - I was told this was a cushion that was arbitrarily calculated but was not given an explanation about what triggered this increase ( I was told it was not the negative balance resulting from the XXXX increased payment in homeowner 's insurance ) and 3 ) The mortgage company did not provide an option of paying the difference in increased insurance and taxes ( a difference of {$1700.00} ) as one lump sum into my escrow account to avoid the increase in mortgage payments. 4 ) My new escrow monthly calculations based on the increased insurance/taxes differ from the company 's. I was told that once the analysis was done, there was no way to change the escrow payments. Basically, even the supervisor ( # XXXX ) could not answer these questions. The call on XX/XX/XXXX was recorded in which I made clear the issues that were of grave concern to me. Thank you for investigating. This company has poorly trained customer service reps who give inaccurate and wrong information. It is very difficult to ever get anyone to respond to any complaints ( I have had several over the years with no responses whatsoever given ). Even the CEO fails to respond to letters personally mailed to him to try and address issues. Hence, I submitting this complaint to try to get clear and accurate answers and have any mistakes rectified not to mention an apology for the dismal service provided. Thank you!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 920XX
Submitted Via: Web
Date Sent: 2023-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-21
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: Around XXXX of XXXX, my mortgage loan was acquired by Freedom Mortgage. During this process, an error occurred with my account balance which effected my payments. I constantly called Freedom Mortgage for months to see what could be done and for updates to be given to be. Every time, I was instructed to wait for a communication through the mail. This not only was during the pandemic, but a natural disaster ( hurricane ) that hit my area in XXXX of XXXX. Communication was very poor from the beginning. When I called customer service, no one could help me, and it took months of receiving incorrect balance statements and Freedom Mortgage having to re-run analysis checks on my account to remedy this issue. When I inquired about forbearance while speaking to a customer service representative on one of my many calls with them, I was told that I could file if I've experienced a loss of income. I told them this was not my concern as I was still employed at the time. They then told me to continue to look out for communication through the mail. By the time I received the corrected statements in XXXX of XXXX, Freedom Mortgage reported late payments to the credit bureaus for the months of XXXX, XXXX, XXXX, and XXXX of XXXX. I made multiple payments to the company from between the months of XXXX - XXXX of XXXX, including late fees that were added to the account. I have been battling with efforts to have these marks removed from my credit report since the end of XXXX, constantly reaching out to Freedom Mortgage and filing disputes with the credit bureaus, even disputes that were filed by customer service reps within the company. Every time a dispute has been opened, FM reports the marks as accurate due to the payments not being received on the XXXX of the month during this time. No one has taken a look as to why this happened or even owned up to the mistakes made on their end ( multiple statements sent with incorrect balance summaries ). I have been trying to get someone who could properly assess the issue, but to no avail. I have sent multiple emails to customer care and also the loss and mitigation department. No one has responded or replied to any of my emails. Recently on XX/XX/XXXX, I spoke to a rep from the loss and mitigation department that told me that the proof I sent ( checks on my bank statements I emailed to FM back in XXXX ) weren't enough to have someone assess the situation. They needed a copy of the checks, front and back, the bank statements, and a copy of my credit report. Why am I being told this now? Every time I speak to someone, I am given different instructions, yet, the marks still have not been removed from my report. I inquired about the notes that have been kept since dealing with the issue, and it seems as though none of my concerns have been escalated by Freedom Mortgage. For example, none of my emails have been addressed, not even through the letters I've received in the mail. Also, a rep. that I've recently spoken to told me that 1 ) I should've been given a grace period of 3 months before making payments after my loan was acquired by the company and 2 ) I could have filed for forbearance even though I was still employed, but unfortunately, they can't retroactively submit a request for it now. As for having the marks removed from my credit report, I was told by another rep that I've missed the time period to have these marks removed. However, on their website, it says otherwise, and yet again, I was not informed of a deadline for FM to make corrections to credit reports. I have constantly been misled by Freedom Mortgage reps on having this issue resolved, and I've tried to be cooperative.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 708XX
Submitted Via: Web
Date Sent: 2023-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-20
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Freedom Mortage Corp XXXX ( Financial ) Mortage opened XX/XX/XXXX paid off in full XX/XX/XXXX. Showing open with late payments as late as XX/XX/XXXX This mortage was paid off in full, and I have the closing documents too prove it. It being open and showing late payment is keeping me from buying a house currently.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 453XX
Submitted Via: Web
Date Sent: 2023-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We need to close an Escrow Account with Freedom Mortgage due to a change of insurance that was with XXXX XXXXNew insurance more reasonable.We are paying the new insurance directly from our account. No need for an Escrow. My husband 100 % XXXX tax exempt.. Freedom Mortgage refuses to remove Escrow which leaves us making a high mortgage payment because money for Escrow is included.New insurance effective XX/XX/. Old insurance ended XX/XX/2023 XXXX sent proof of our new insurance to Freedom Mortgage which Freedom mortgage acknowledged that they received.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MS
Zip: 392XX
Submitted Via: Web
Date Sent: 2023-04-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-18
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: As of today, XX/XX/XXXX, I received a hand delivered letter from the company claiming that that have not spoken to me. However, the last call I received was on XX/XX/XXXX at XXXX XXXX I have received multiple Loss Mitigation Packages with " XXXX XXXX XXXX and address listed on the XXXX. Please see attached screenshots of the illegal occurrences that are happening to me and my loan. Please not that I am aware that the company will flag this complaint as another duplicate and not research this at all. Using for documentation purposes at this point.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-04-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-17
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XXXX XXXX Freedom Mortgage offered a 3 month forbearance due to hurricane Ian. XXXX ID # XXXX told us we would not have any late fees or credit damage. The peroid would be from XXXX to XX/XX/XXXX. We said we would think about it. On XXXX XXXX we called and spoke to XXXX ID # XXXX. We asked several questions about the payback options. She offered us 1. loan modification 2. repayment plan 3-12 months 3. deferment program We specifically said we wanted the deferment plan and she told us once in loss medigation we could ask for that option. We were never told we would need to fill out a package and have anything turned in by XX/XX/XXXX. I never received a package or any papers to fill out. On XX/XX/XXXX I called freedom to ask how to begin making payments again. I spoke to XXXX. That is when I found out I was suppose to have filled out a package by XX/XX/XXXX. I requested the package and on XX/XX/XXXX I downloaded all the paperwork. From XX/XX/XXXX until XX/XX/XXXX Freedom has played games with us. Every time I turned in the papers they would tell me something was missing. I would turn in that paper work and then they would tell me something expired. In XXXX I was told all paperwork had expired and I would need to resubmit the whole package again. In XXXX, they reported us late to the credit companies and My credit score dropped to XXXX. I had excellent credit until this point. I re submitted the package again and was told it would go to loss medigation and we would have an answer by XX/XX/XXXX. At this time I was told that the VA was not even offering the derferment program anymore.They stopped in XX/XX/XXXX. I then requested the phone calls from XXXX be investigated. I requested several times to be called back by supervisors and never were. THe phone calls were never investigated. I had to take the money out of my IRA to pay the balance so our home didn't go to the foreclosure. We also had to hire an attorney to write a letter to request our account to be take out of loss medigation. On XX/XX/XXXX I paid {$13000.00} to being my account current and avoid foreclosure.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UNITED STATES MINOR OUTLYING ISLANDS
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-04-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: To whom it may concern, Freedom Mortgage claims two recent late payments for XXXX and XXXX of XXXX in my credit report. Nonetheless, these two payments were made and received ON TIME as shown in my attached payment history. However, in both instances, the payment amount was incorrect by less than {$60.00} due to a recent change in my escrow account calculations. Freedom Mortgage did not apply the payments received to my account or notified me in a timely manner of this change in escrow. Upon realizing the discrepancy, I reached out to them and made the necessary payments to cover the difference between the payment made and the new amount ; and they refunded/waived late fees on the account as a courtesy. On XX/XX/2023, I received notification from all 3 credit bureaus claiming that I had two late payments on my Freedom Mortgage account, even though I assumed this matter had been resolved. I contacted Freedom Mortgage immediately and spoke to a representative who failed to understand the situation and provided no resolution. I am a XXXX XXXX XXXX and do not this deserve this kind of treatment from this company. This practice is not in my best interest or that of any other military veteran. I have never made a late payment and now my credit rating has dropped significantly over a {$60.00} error. I am faithfully reaching out to you in hopes that you can reach out to them and this can be resolved without any further incident. I thank you in advance for your consideration and time regarding this urgent matter. Regards, XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34953
Submitted Via: Web
Date Sent: 2023-04-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My father, XXXX XXXX XXXX, was hospitalized and passed away on XX/XX/XXXX. I am the XXXX XXXX XXXX and the named Administrator of his estate. I have been making the payment on the mortgage since XXXX. I contacted Freedom Mortgage via phone ( on XX/XX/XXXX ) once I received my Letter of Administration ( Exhibit A ) from the court to inquire about the process to name me as Successor in Interest ( SII ) for this property ( XXXX XXXX XXXX, XXXX TN XXXX ). In this conversation it was not clear what the next steps were, but I was told what documentation would be needed and I provided that via Freedoms online message portal on XX/XX/XXXX ( Exhibit B ). These documents were my Drivers License ( Exhibit C ), the Letter of Administration ( Exhibit A ) and my fathers death certificate ( Exhibit D ). Freedom Mortgage responded on XX/XX/XXXX, via the online portal ( Exhibit E ), in which they attached a letter dated XX/XX/XXXX ( Exhibit F ). In this letter, they acknowledge that I am acting as the Executor for the XXXX XXXX property. They also have language in the letter that states If you are aware of any potential successors in interest, please inform us at your earliest convenience in writing etc. I realized weeks later that what they meant was I was REQUIRED to respond to this poorly worded and misleading request and that I tell them in writing what I had already discussed in detail and confirmed both verbally in my phone conversations and in my initial request ( Exhibit B ). In response to this realization, I drafted a formal letter of request ( Exhibit G ) and attached this to a new message that I sent via the online portal ( Exhibit H ). I was extremely clear in this letter dated XX/XX/XXXX, as to my intent and that I was the only person who can be named the SII for my fathers property. Freedom Mortgage responded on the online portal on XX/XX/XXXX, via an attached letter dated XX/XX/XXXX ( Exhibit I ). This letter requested additional information in the form of one of two documents Recorded deed or court order transferring the property to you, OR Affidavit of intestate succession In response to this additional request, I worked with my attorney to petition the court to deed the home into mine and my husbands name. This was successfully completed and the property at XXXX XXXX was deeded to myself and my husband on XX/XX/XXXX ( Exhibit J ). While I was struggling through this SII process with Freedom Mortgage, I was also working to ensure that the property had appropriate homeowners insurance. In my conversations with my attorney and the insurance agency that was covering the home at the time my dad passed away, they both indicated that I should not do anything and let the existing policy renew in XX/XX/XXXX as scheduled. This was due to the fact that the property was not deeded to me as of yet and I was just XXXX on the estate. Once I had the home deeded in mine and my husbands name to satisfy the Freedom Mortgage requirement, I was told I had to IMMEDIATELY obtain a new policy in our name as the new owners of the home. I contacted Freedom to let them know what I was doing, that I would pay the policy in full. This conversation occurred on XX/XX/XXXX, and I obtained the new policy effective XX/XX/XXXX ( Exhibit K ). Then on XX/XX/XXXX, I sent a message to Freedom via the online message system to include both a copy of the proof of insurance ( Exhibit K ) as well as a copy of the new deed ( Exhibit J ). It is my understanding that under RESPA, at this point ( XX/XX/XXXX ) I had provided Freedom with everything needed to name me SII on mine and my husbands property. Freedom responded on XX/XX/XXXX via the portal ( Exhibit L ). Please note that they reference the insurance information, but do not acknowledge the actual proof of a paid policy. Additionally, there is no acknowledgement of the SII document or any clear information about what research is being done nor what concern they are addressing. I found this letter also to be misleading and a bit deceptive as to exactly what they were doing to address my very direct request to name SII as well as the work I was required to do to make sure the home was insured. I received another message from Freedom via their online message portal on XX/XX/XXXX, where they finally acknowledge the paid policy with XXXX with the policy number and date ( Exhibit M ). Despite this message that should indicate that Freedom noted in their system that I had provided proof of a PAID homeowners policy, on XX/XX/XXXX, they went and paid for hazard insurance AGAIN to XXXX. This is evident from the recent account payment history ( Exhibit N ) from Freedoms website. It is important to mention that on XX/XX/XXXX, the day I called XXXX to obtain this new policy, I also contacted Freedom and talked to someone in their insurance department to inform them I was obtaining and paying in full for this policy so that it would affect my escrow and increase my overall mortgage payment. Additionally, once Freedom erroneously paid the policy again, they were very difficult to deal with and instead of requesting the refund from XXXX for their mistake they forced me to request the refund from XXXX ( Exhibit O ). Freedom told me that because this was a batch process on their end that I would have to deal with it. This should not have been my problem to solve, and it ultimately affected my escrow balance and my payment. The impact on my escrow was evident in the XX/XX/XXXX XXXX XXXX that Freedom sent me ( Exhibit P ). Please note the escrow shortage noted in the amount of {$460.00}. So, I was in a shortage situation after Freedoms mistake in XXXX, which I remedied the first time with an additional escrow shortage payment of {$640.00} ( Exhibit Q ) which I paid on XX/XX/XXXX. Then I received the escrow statement that suggests if I pay this second escrow shortage of {$460.00}, they will remove the shortage portion of my monthly payment for the XX/XX/XXXX payment. So, I paid the second escrow shortage of {$460.00} on XX/XX/XXXX ( Exhibit R ). But even though I made BOTH shortage payments well in advance of the XXXX installment, as you can see from the payment history, there was no adjustment made as I had to pay the full, new escrow of {$170.00} ( Exhibit S ), which ties back to the XXXX escrow statement ( Exhibit P ) that claims in the FAQs that if I made these shortage payments ( online was offered ) and I identify them as escrow payments, then my payment would no longer have the overage portion of {$38.00} in my payment. To date, Freedom has not offered me very much accurate or reliable information about anything, but I find this situation especially frustrating as I have done everything they have required and several things I should not have to but can not seem to get them to service this loan appropriately. Switching back to the XXXX process. To recap, I had sent Freedom the deed on XX/XX/XXXX and as of XX/XX/XXXX, I had not heard an update or been notified that I was named XXXX, so I sent a follow-up message requesting an update on my status as XXXX via the online message portal ( Exhibit T ). The response on XX/XX/XXXX, from Freedom via the online message portal ( Exhibit U ) indicated that the request had been forwarded to their Successor in Interest department. Which was a very interesting response as I had been told during several previous phone conversations that this had happened MONTHS ago. Today, XX/XX/XXXX, I received two pieces of paper correspondence in the mail ( not on the online portal ) from Freedom Mortgage ( Exhibit V ). In one letter dated XX/XX/XXXX, they simply state that we have received your correspondence and appreciate your patience while reviewing your inquiry. In the second letter, dated XX/XX/XXXX, they have AGAIN asked for the following - Affidavit of intestate succession Recorded deed/court order transferring the property to you In this version of the letter, there is no use of the word OR and I have already provided the deed transferring the property to me and my husband. It is my understanding from discussing with my attorney that you either obtain the deed OR the affidavit but NOT both. Another deceptive and misleading document and communication from Freedom that is trying to continue to delay this process. Not to mention they have had the deed I provided to them for seven weeks and I had to follow up to find out what my status is. In summary, I have been out of the mortgage industry for a decade but spent a career working in this field and I have reached the point where I need to bring this to the Bureau. I am fortunate that I can afford to make up for the mistakes this servicer has made in the administration of this account. The average consumer would have given up on this process, or been put in financial distress over the escrow issues, or worse, they would have been strongarmed into refinancing a low interest, low balance loan so that Freedom could make more profit or at least made enough interest to justify the cost of servicing. Its clear to me that this servicer is delaying and distracting me from taking advantage of a legal right I have under RESPA, and many of their tactics run contrary to the principles of XXXX. I am asking for the Bureaus assistance in helping me to resolve this. All I wish to do is pay this mortgage and keep my fathers home in my family so that I can honor his memory. And I have had to deal with all of this nonsense while I am grieving and doing my best to move forward. Thank you for your time and I look forward to hearing the response on this matter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37919
Submitted Via: Web
Date Sent: 2023-04-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-14
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: COVID-19 FORBEARANCE APPLICATION I requested an accommodation for my XXXX XXXX and XXXX. It has not been acknowledged. 1. I have filed loss mitigation documentation to Freedom Mortgage for XXXX, XXXX XXXX XXXX, XXXX XXXX, CO XXXX as early as XX/XX/XXXX and monthly starting XX/XX/XXXX. Never in writing, ( no response by email ) have I received active feedback to assist me in an active process to complete my forbearance. I have verbally received feedback that my files submitted were inaccessible, multiple times, ( pdf ), and only after adding attorney and Trustee staff to my email submissions did Freedom Mortgage Loss Mitigation acknowledge receipt in late XXXX. The foreclosure sale scheduled for XX/XX/XXXX, remained despite my requests for consideration of being delayed by the Loss Mitigation Departments process. No one began assisting me with my loss mitigation packet unit just over 2 weeks out from the sale. Their letter denying my submission, while I was in the process of making corrections with their staff, terminated the process of my submission 's review and upon checking on the status of my packet after the sale date was moved back to XX/XX/XXXX, the Loss Mitigation Department verbally required me to submit my documents in full for the 5th time. 2. Although Freedom Mortgage received submissions, they've continued to report negatively on my credit and delayed the processing of my application without active feedback or someone to assist me in corrections since XX/XX/XXXX. I have requested a single contact to assist me and this was never acknowledge and the only response given was general information. I received a letter rejecting my forbearance application this week, stating that I submitted my request too late. Freedom Mortgage Loss Mitigation staff advised me resubmit everything as she was directed by her management. Below is the email in which I addressed the Freedom Mortgage Corp. 's attorney office, XXXX XXXX XXXX. I received no response : XXXX XXXX, I contacted Freedom Mortgage Loss Mitigation this morning at XXXX XXXX, MST. In this phone call I learned that Loss Mitigation denied my Forbearance packet without reviewing any of the corrections to the packet they requested and further, they did not acknowledge receipt of the same material and corrections that I've acted on as required and shared with everyone in this correspondence. Further, I was advised that they sent out a letter on XX/XX/XXXX, stating they denied my packet because there was no time to process it before the sale. Despite my last written request, asking that they consider the absence of due process in other terms of speech verbally in conversation and in writing they proposed to force a sell or other remedy on XX/XX/XXXX, when our issues with remaining in good standing with this loan agreement were COVID-19 related, due to loss of employment, loss of income, XXXX with the XXXX virus on more than one occasion and further the denial of reasonable services/ assistance in applying for forbearance with Loss Mitigation. I received correspondence stating an extension was granted to the date XX/XX/XXXX and it was confirmed by XXXX XXXX XXXX Trustee. The person in the Loss Mitigation department acknowledged the extension, then stated that her supervisor needed me to resend all documentation that was previously provided including all screened material. I requested a contact from your law firm so that I could communicate, correspond and actively resolve the inconsistencies and get our account back in good standing. Your firm sent me back to their general process. Our case is not ordinary, we are being ignored despite remaining engaged and corresponding. The person I spoke with today advised me that they would continue the foreclosure process even after receiving all documentation, until they are satisfied. Rejecting our packet that was acknowledged as being received and corrected as their staff required. Once again, it has been rejected and this time after their personnel have screened it with our corrections. Until they are satisfied with the packet to what standard? Further, they've continued reporting foreclosure proceedings on our credit history despite all malfeasance in turning away multiple submissions and even now turning away this submission without review. This process with your client, Freedom Mortgage, Corporation has become predatory in practice. Please, what is our next step? Do we resubmit all documentation again as they've required and face getting turned away, face denial, or will your client acknowledge receipt of prior submissions and act on what they've already received ; which is only fair for our sake in due process. I will also consult the XXXX as this has been a strain on my ability to remain engaged. I am a XXXX Veteran. The obstacles and practices your client has set before us and acted on are extraordinarily beyond any due process of any citizen or client. Further, I will address the XXXX XXXX XXXX about the treatment we are receiving from your client. Please, what is our next step?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A