Consumer complaint received 2025-07-24 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Foreclosure
Company: Freedom Mortgage Company
State: PA

Complaint narrative:
I applied for loan assistance. The last time I called in XXXX, I was advised by XXXX ID XXXX that everything had been under review, but now we are at a standstill due to title issues. I was told I have 3 days to clear up that matter. In order to postpone my sale date. I need to clear the title first. First of all my titlehad been cleared in the past and is still currently clear. 
I asked them what they were referring to and the representative couldnt even advise me what he was talking about. He couldnt provide me with an instrument number, he couldn'tadviseme from what years these were from. How can I fix anything without being provided proper information? I asked him for a supervisor to go over this matter because this was unacceptable. XXXX then reviewed the file after placing me on hold and said all he could do was tell me the amount. XXXX and XXXX. I again asked for supervisor assistance because Im 1,000,000 % sure that my title is clear. He placed me on hold and continued to go back and forth between me and his supervisor but would not get the supervisor on the phone. THE SUPERVISOR/MANAGER HE WAS GOING BACK AND FORTH WITH WAS XXXX XXXX ID XXXX. XXXX stated XXXX XXXX was refusing to come to the line.Howcan they NOT come to the phone? This was a huge issue, he cango back and forth via a middle man but cant talk to me? That again is untraceable. Last time, years ago when I had a financial issue and there was not enough info a manager came to the line and made sure I had it. So why was this guy XXXX XXXX ID XXXX refusing!!!!!!!!!!!! 
While, I was on hold for another that lengthy amount of time I did some digging and found an old title that freedom mortgage had previously sent me in XXXX ( please see attached ) regarding a title issue, so I know for a fact that they can do more than just relay some information to me that isn't doing ANYTHING to resolve this current problem. 
So this OLD XXXX title report I pulled up had the EXACT SAME amounts listed that this rep gave me. They matched exactly the amount that was on my Title report from 3 years ago. I advised him of that and he went back and spoke to the supervisor again and that supervisor still refused to come to the line so we can try to fix, escalate or address to this issue. I did advise the representative to advise his manager that hes been going back-and-forth with, that I would be filing a complaint in regards to this unacceptable handling of my file. He said ok he would let his supervisor know. Supervisor did not care. XXXX stated that they saw in the past that Title was indeed cleared for these exact amounts!!!!!!!!!!!!!!!!!! However, he stated that they still cant help me, that I have to somehow pull a miracle and become the title company and take them off title even though that is not my job to do. I provided the full payment amount to remove the liens in the past. They are seeing that but are still telling me itisn'tgood enough!!?????????????. This makes no sense. This is something that is beyond my control. I have submitted everything possible within my control. This title matter is outside of my control. 
Why is Freedom Mortgage refusing to do their job and move forward if they are sitting there telling me THEY KNOW MY TITLE IS CLEAR. They know my title is clear but in order to stop my sale date and continue with the review to be approved I have to wipe the title clear myself. HOW DO I DO THIS???? Why was the supervisor XXXX XXXX ID XXXX REFUSING to help me and Refusing to escalate this matter. It is very clear he could care less about me, my home, my situation, or if my home is foreclosed on. He made that extremely clear that I am nothing more than a bother to him!!! Furthermore FREEDOMMORTGAGE IS DUAL TRACKING. My file was in review. They pulled the title again apparently but I'm not really even sure about that because they couldnt tell me ANYTHING. But nowthey want to stop the review over Title amounts that were paid with the supervisor confirming they see it was paid!!!! Why is somebody going to take my house over something that doesnt even exist? There are no liens on my property!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! This is completely negligent. I feel as if I am being taken advantage of and being discriminated against. Freedom mortgages reckless negligence and mishandling of my file is inexcusable. Dual tracking is what is happening as my file was indeed being reviewed but they also continued to move forward with the foreclosure sale date instead of placing the hold on the foreclosure like we were told would happen.Dual tracking in mortgage foreclosures refers toa practice where a lender or servicer simultaneously pursues both a foreclosure action and a loss mitigation process ( like a loan modification ) with a borrower who is behind on their payments.In essence, they're " dual tracking '' the foreclosure process while also considering a way to avoid it per the CFPB.

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