Trouble during payment process: Mortgage

We believe Freedom Mortgage misled us regarding our COVID forbearance. We were repeatedly told that the forbearance amount would simply be moved to the end of our loan and would not affect our monthly payments. We were never informed that additional loans, liens, or separate balances would be created as a result of the forbearance. Over time, we discovered what appeared to be multiple loan balances associated with our property, including a substantial deferred amount that was never clearly explained to us. Payments were applied inconsistently, and we were never given a clear understanding of which balance our payments were being applied toward. At no point did Freedom Mortgage adequately explain the structure of these accounts or obtain our informed understanding of how the debt would be handled. We requested copies of the complete loan and forbearance documentation on multiple occasions and were assured that the documents would be mailed to us. Despite these promises, the requested paperwork never arrived. The lack of transparency and communication placed our family in an extremely difficult financial position and nearly resulted in the loss of our home. We were only able to avoid foreclosure and complete the sale of our property because our realtor stepped in and helped us navigate the situation. We are requesting a complete accounting of all loan balances, deferred amounts, liens, partial claims, payment applications, and all documents related to our forbearance agreement so we can fully understand what occurred with our mortgage.