Consumer complaint received 2026-01-14 00:00:00
Product: Mortgage — VA mortgage
Issue: Struggling to pay mortgage — An existing modification, forbearance plan, short sale, or other loss mitigation relief
Company: Freedom Mortgage Company
State: TX

Complaint narrative:
On XX/XX/XXXX the federal government had shut down I had was refurloughed for XXXX days to XXXX days and during that time as a XXXX veteran I had a XXXX XXXX XXXXXXXX procedure done but prior to that I contacted the representative and it lost prevention group and he indicated that it was no problem I just needed to wait for the XXXX until the forbearance was going to be initiated to qualify for in XXXX  months so from my perspective I never really quite understood the process there was no financial analysis on if I qualified or not but he indicated just to ensure that I called and XXXX to request a forbearance and apparently that was not clear to me at all. So I contacted a representative again in the loss prevention department and he indicated that the forbearance would end XXXX XX/XX/XXXX I have a balance of {$4300.00} roughly that needs to be paid by that date and there's no guarantee that the forbearance extension will be granted based on the mere fact that I am able to start resuming payments but I'm in in arrears XXXX. The XXXX lossment of gation individual did not indicate to me that I would have options such as refinancing which would not be in my best interest considering that I had a 2.5 % mortgage interest right and we both know that the rates would go to XXXX to XXXX percent so that will simply out of the question when I indicated that I could start making payments to try to dig out of this the individual said that basically once I say I can start making payments that there's a likelihood I would not be approved for an additional time for the forbearance so I was kind of I'm kind of in a situation where I need to come up with XXXX to become current or they're going to file against the house and it's going to go against my credit report which I work for the federal government I have a high clearance and I can not have negative reporting on the credit bureaus they made that clear that they would but the options were limited when I spoke to the gentleman today. So there seems to be a huge disparity between the communications between my XXXX conversation and today 's conversation so I requested to speak to the supervisor and the individual advised that he needed to know why or what the purpose was for me to request to speak to the escalation department and I made it quite clear that was really none of his business he knew why I was having a problem and he went ahead and sent me there and I spoke to the young lady and she basically regurgitated the same thing that the individual said over the phone with the only exception of the potential of a payment replan and I'm concerned that there is a serious problem with the communication level the escalation manager indicated that during the time of the furlough and now there's been a slight change in the process now she stated that and I wasn't aware of that I followed through I did my part in terms of due diligence and as a XXXX veteran and and trying to recover from injuries from XXXX and XXXX and being laid off for almost XXXX months it really threw me into a large dilemma and trying to determine what was be the best route and the lady at the escalation department just said that they would look into it but they're not going to tell me their results on what actions that they're going to take to help relieve my situation but rather they would discuss it with the individual I spoke with in XXXX and it would be a learning moment for them for future issues like this and I'm with all due respect that's great but in the meantime I have a very limited time to come up with {$4300.00} for now and the XXXX of XXXX and I don't believe that freedom mortgage was fully transparent in what my situation and how dire it was at that time and they just simply don't seem to have enough information or to satisfy me to try to get this rectified I am going to be able to start making payments and I'm going to and and get it paid in full but I don't have any assurances that the forbearance is going to go through and if that doesn't go through the only other option is payment arrangements and I can't have these things reported on the bureau because of something that's beyond my control so I'm asking that you fully investigate Freedom mortgage due to their lack of inconsistency of thoroughly explaining the full dynamics of what was going to be the potential things that I would need to do or consider at the time in XXXX so I don't believe that there's been any transparency and I certainly don't believe that the escalation Department I spoke with they indicated that they're not obligated to tell me what the outcome of their investigation is I'm not entitled to that it's a learning moment to them but at the end of the day I really don't care about that I want someone to look into this it's not fair for XXXX veterans along with someone that works with the federal government that has medical issues along with being furloughed and they just don't seem to really take that into consideration so I simply want the company to own up to its inconsistency and irresponsible processes that they go through and if it changes were made between the time I spoke with the representative in XXXX to XXXX then I should have been made aware of that I made every effort to keep them in contact with the situation and they have not reciprocated in terms of trying to work with me to get my account back in order.

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