Consumer complaint received 2025-07-31 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: FL

Complaint narrative:
XXXX & XXXX XXXX XXXX XXXX XXXX XXXX, Florida XXXX XXXX XXXX Date : XX/XX/year> To : Freedom Mortgage Corporation XXXX XXXX XXXX FL XXXX Freedom Mortgage XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX, OK XXXX Subject : Formal Complaint Regarding Loss Mitigation Process Dear Freedom Mortgage, I am writing to formally lodge a complaint regarding the handling of our loss mitigation application for the mortgage loan associated with the property at XXXX XXXX XXXX XXXX, FL XXXX, Loan Number : XXXX. 
On XX/XX/year>, I requested an extension to our natural disaster forbearance plan, which resulted in denial without explanation, then given three loss mitigation applications in lieu of the request. We never requested loss mitigation, submitted an application or financial documents in accordance with the guidelines outlined under 12 CFR 1024.41. Despite this, under direst, we agreed to Loss Mitigation due to being told we did not qualify for any other assistance. This resulted in our interest rate increasing 2.5 times greater than our current interest rate what we believe to be noncompliance with federal regulations. We experienced lack of communication, unprofessional customer service, denial of documentation and failed notary appointments. Specifically : Current interest rate 3.125 % increased to 7.25 %. After inquiring three ( 3 ) times or the mitigating factors as to why we received the highest interest rate it was decreased to 7.125 % without explanation.

12 CFR 1024.41 ( c ) ( 2 ) ( vi ) ( A ) ( 1 ) : The loan modification extends the term of the loan by no more than 480 months from the date of the modification is effective and, for the entire modified term does not cause the borrowers monthly payment to increase beyond the monthly principal and interest payment required prior to the loan modification. 
Requested on XX/XX/XXXX : Detailed information submitted to FHA which rendered the rejection on qualifying for extension to our forbearance request, denial correspondence, and guidelines use to determine the increasing of interest rate to double current one. 
On XX/XX/XXXX, contacted by customer service representative ( CSR ), who was extremely rude and verbally combative resulting in having to abruptly end our conversation concerning the Loss Mitigation process. 
XX/XX/XXXX, contacted by customer service again the following morning, requested to file a complaint concerning the previous CSR, informed of the XX/XX/XXXX request for information. Informed supervisor would be notified, concerns would be taken into consideration. The forbearance request would be resubmitted for the third time. No follow-up or correspondence received.

Three ( 3 ) scheduled notary appointments XX/XX/XXXX, XXXX, and XXXX, the assigned notary failed to show or call to reschedule the appointment. This resulted Loss Mitigation Agreement becoming null and void. We requested explanations for the no call/ no show incidents, none were provided. 
Upon calling for the failed notary appointment on XX/XX/XXXX, informed the Lost Mitigation Agreement was revised. Informed we would receive the new packet within three ( 3 ) business days, received the packet one day prior to appointment, XX/XX/XXXX, however the notary failed show XX/XX/XXXX.

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