Consumer complaint received 2025-03-29 00:00:00
Product: Mortgage — USDA mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: Freedom Mortgage Company
State: AL

Complaint narrative:
Dealt with them for over a year ( started XXXX on current issue ) about 3 months of covid forebearance plan needing to be placed on end of loan! Calling and sending requested info from the loss mitigation packet as requested with no resolve. Called to make payments each month and received confirmation numbers each time- XXXX hack happened on one that I received confirmation on and when I called the following month to make next payment and verify what new paperwork was requested from loss mitigation over the continued COVID forebearance issue they informed me that they could not accept payment from me and forebearance had been started on my home just a few days prior. It took several more months before loss mitigation finally gave an offer of help and I was told I would get 3 month trial period with reduced payments XXXX XXXX XXXX XXXX  ). I contacted to let them know that wasnt request made, stated issue and reason for paperwork again, asked if I should do something else or if the notes made by customer service were read by higher ups during process and received little response. I accepted and called monthly to make adjusted payments. XX/XX/XXXX when calling to make payment I also stated current plan ended and asked what I needed to do to ensure I could make payment on XX/XX/XXXX. Asked what amount I would pay. Asked what I needed to do to ensure the Covid forebearance was placed at end of mortgage and to bring everything back to where it should be. Was told to call back at end of XXXX because they couldnt do anything until then. Called XX/XX/XXXX and was told by customer service rep she had sent request for extension and to call back the following week at which point I was informed forebearance was back on home because current active loss mitigation status ended on XX/XX/XXXX and they couldnt accept any money from me again and I need to complete more paperwork. Sent in before date stated it needed to be received, along with email request stating issues with default and how it was being handled. I called weekly to check status! No updates were given with each call and request to be contacted via phone didnt happen either. On XX/XX/XXXX rep stated no updates were in system and to call back in a week. She also stated last log in on my file was XX/XX/XXXX. Called XX/XX/XXXX and was informed a decision was made on XX/XX/XXXX and letter mailed ( I still havent received as of XX/XX/XXXX ). I requested it be read over phone and sent to my email for me to print! It stated I could do pre foreclosure sale or hand over deed and I had 14 days from XX/XX/XXXX to appeal. So Im making this complaint and then sending written request for appeal with all notes and customer service rep numbers/dates tonight so I can overnight mail first thing on XX/XX/XXXX for them to receive on XX/XX/XXXX. I have stayed in contact, provided all requested info, asked questions, made requests, confirmed calls and notes were logged each call, requested talking with someone higher up, etc on multiple occasions over the last two years as well as requested to be informed on how this has happened and how I get it resolved. Freedom mortgage has been no help and being XXXX income since XXXX Im limited and looking to do all I can to ensure my home isnt just taken since I live in Alabama ( and dont have funds to lawyer up to sue so this gets placed in different court system but I will try to figure out a way before this company takes my home on false premises )

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