Consumer complaint received 2025-12-24 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: Freedom Mortgage Company
State: DE

Complaint narrative:
Comprehensive Timeline of Events Freedom Mortgage Servicing Errors 1. Initial Inquiry ( No Request for Assistance ) XX/XX/year> I sent a general inquiry asking when a borrower should apply for hardship assistance if future issues arise. 
o General inquiry only no request, no application, no consent. 

XXXX. Unauthorized Loss Mitigation / Forbearance Coding Late XX/XX/year> Freedom Mortgage internally coded my loan as being in loss mitigation and forbearance, without my request or authorization. 
o Unauthorized coding no delinquency, no hardship, no application. 

XXXX. Backdated Forbearance Letter XX/XX/year> Freedom Mortgage generated a letter claiming I was approved for a forbearance plan from XXXX XXXX XXXX XXXX 
o I did not receive this letter until XX/XX/year>. 
o Back-dated forbearance approval falsely states I requested assistance. 

XXXX. My First Attempts to Correct the Error XX/XX/year> I emailed Freedom Mortgage twice, explaining I never requested loss mitigation. 
o Case numbers created : XXXX and XXXX. 
o Both were marked resolved without resolution. 
o Unresolved case closures no explanation provided. 
I also called two times ; both calls resulted in a customer care specialist unable to explain why my account was coded as it was, and then I was forwarded to the Lost Mitigation team whereby I experienced long holds and no answers. 
o Failed phone attempts no substantive assistance. 

XXXX. Continued System Errors XXXX XXXX XXXX  My online portal continued showing active in loss mitigation on my account. 
o Persistent incorrect status despite my inquiries. 
XX/XX/year> I spoke with XXXX ( Loss Mitigation ). 
o She confirmed she did not know why my loan was coded this way. 
o She submitted a request to remove the status. 
o Internal acknowledgment of error no borrower fault. 

XXXX. Receipt of Backdated Forbearance Letter XX/XX/year> I received the XX/XX/XXXX letter for the first time. 
o Delayed delivery raises record accuracy concerns. 

XXXX. My Formal Notice of Error ( NOE ) XX/XX/year> I mailed a formal RESPA Notice of Error. 
o First sent to NJ ( incorrect address ), then resent to the correct XXXX address via certified mail. 
o Formal NOE submission triggers RESPA obligations. 

XXXX. Servicer Failure to Acknowledge NOE By XX/XX/year> Freedom Mortgage failed to acknowledge my NOE within 5 business days, violating 12 C.F.R. 1024.35 ( d ).

o Failure to acknowledge NOE clear servicing violation. 

XXXX. False Workout Rejection Letter XX/XX/year> Freedom Mortgage sent a letter stating : o I rejected a workout. 
o I was past due. 
o Foreclosure may commence. 
o False delinquency and foreclosure threats despite being current. 
This letter was sent after my NOE, which they were legally required to pause adverse actions for.

10. Additional Misleading Communications Late XX/XX/year> Freedom Mortgage sent additional letters offering loans or assistance programs. 
o These appear designed to create a false narrative that I sought hardship help. 
o Misleading solicitations not responsive to your NOE. 

XXXX. Removal of Forbearance ( Without Explanation ) XX/XX/year> Freedom Mortgage emailed stating the forbearance plan has been removed. 
o No explanation provided. 
o No acknowledgment of error. 
o No confirmation of credit reporting status. 
o Unexplained correction incomplete resolution. 

Summary of Key Violations : Unauthorized forbearance enrollment False delinquency and default notices Threats of foreclosure based on servicer error Failure to acknowledge a Notice of Error Failure to provide a substantive response Backdated and misleading communications Failure to maintain accurate records Failure to correct errors promptly After doing extensive research, I believe each of these is independently actionable under RESPA, Regulation X, and FCRA.

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