Consumer complaint received 2025-06-09 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: Freedom Mortgage Company
State: FL

Complaint narrative:
I was in a forbearance plan due to the hurricanes in Florida. My plan was ending on XX/XX/XXXX. I was in contact with Freedom Mortgage several times throughout my forbearance plan to explore additional options when the plan ended. On XX/XX/XXXX, I logged into my online account and there was a letter with their decision of what I qualified for. The program they approved me for was the XXXX XXXX XXXX XXXX I called and spoke to XXXX ID XXXX and expressed my concerns with the terms of the modification and that my new monthly payment would actually be increasing by {$140.00} per month. At this time, I requested to be reviewed for the Payment Supplement program. On XX/XX/XXXX, I logged back into my online account and noticed that Freedom mortgage had removed me from loss mitigation and sent me a " rejection '' letter outlining my foreclosure options. I called back in and requested to speak to a supervisor. At that time, I was transferred to XXXX- ID XXXX and explained that I spoke to XXXX XXXX and because I was requesting to be reviewed for the Payment Supplement program, she directed me not to sign the modification agreement while she put me back in review. Clearly there was some miscommunication because I was not resubmitted for review. While on the phone with XXXX, I expressed that I wanted to be reviewed for the Payment Supplement program and at that time, we went over the required questions regarding my income so that he could get me resubmitted. I expressed my concern that this was not the first time that I have had to go through this frustration and having my house threatened with foreclosure. He confirmed that Freedom Mortgage has a process called the " waterfall '' so apparently, they go down the list of available programs and once they receive an approval, they no longer review any other options to see if there is a better option for the homeowner. I explained to him that for borrowers who can not achieve a payment reduction through a XXXX XXXX XXXX, the Payment Supplement program could possibly provide me with a lower monthly payment and that they need to at least review me for that option. On XXXX, I received another decision letter from them again stating I have been approved for the XXXX Recovery Modification and the reason I was not reviewed for the Payment Supplement was due to the approval of the modification. So again, they did not review my request. I received a phone call on XXXX regarding the approval and expressed my concerns that again, nothing additional was reviewed. Her response was I was not reviewed for the Payment Supplement because there are no Partial Claim funds available, however my approval for the XXXX Recovery program included Partial Claim funds of {$3500.00}. The new approval on XXXX also increased my monthly payment even more for a total increase of {$180.00} monthly. Freedom Mortgage is not doing any of their customers any justice if they are not trying to help us save our homes due to their process of not reviewing all programs for the best available option. I would also like to state that this is the second time I have had to go through this process because they did the same thing previously on my modification which ultimately ended with me having to submit a complaint. I very much want to keep my home and I at minimum deserve to be reviewed for all available options, not just the first approval they receive.

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