Consumer complaint received 2026-05-13 00:00:00
Product: Mortgage — FHA 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: CA

Complaint narrative:
This complaint involves a severe violation of FHA loss mitigation regulations ( HUD XXXX XXXX ), a breach of the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX dual-tracking restrictions, and material servicing errors under CFPB XXXX XXXX ( 12 CFR 1024.38 ) by Freedom Mortgage Corporation XXXXXXXX XXXX Case XXXX XXXX. Summary of Servicing Violations : XX/XX/XXXX : Freedom Mortgage issued a formal written approval for a Permanent Home Retention Option ( XXXX Standalone Loan Modification ). This plan featured a XXXX-month XXXX XXXX XXXX XXXX XXXX XXXX with a monthly payment of {$5100.00}, scheduled to begin on XX/XX/XXXX. This modification was explicitly designed to resolve a long-term mortgage delinquency dating back to the XXXXXXXX XXXX era. XX/XX/XXXX : Only XXXX days after issuing the approval, Freedom Mortgage abruptly rescinded the offer without ANY communication and locked my account into a " disapproved '' status, despite the fact that the required Borrower Affordability Attestation was completed. This is a direct violation of HUD XXXX XXXX, which mandates a XXXX window for borrowers to return trial prerequisites. Messages to Secure XXXX XXXX were being ignored or " canned '' responses claiming to review my request. XXXX XX/XX/XXXX : I made multiple good-faith attempts via the servicers XXXX XXXX XXXX XXXX seek clarification regarding this status change. Freedom Mortgage completely ignored my inquiries, leaving the " disapproved '' block active and providing nothing but automated canned responses through the servicer 's Secure Message portal. The servicer ignored these requests, providing only conflicting " disapproved '' system updates or generic automated responses with no clear outcome. Direct emails to XXXX XXXX - XXXX Customer Resolution/Customer Experience Strategy, lossmitigation @ freedommortgage.com have all been ignored. I learned of the " disapproval '' through a notification from XXXX Credit Bureau XXXX ( attached ) dated XXXX, stating that as of XXXX my account was listed as : Deed in Lieu/Foreclosure. NOTHING from Freedom Mortgage. XX/XX/XXXX : XXXX days after the original trial payment due date, the servicer quietly altered the online portal to show the TPP as active again, without providing any electronic notification, mail, text, or call to inform me of the reinstatement. No emails, no notifications, no communication of any kind, in any way, shape or form. XXXX & XXXX XXXX Non-Compliance : CFPB XXXX XXXX Violation : Freedom Mortgage failed to maintain accurate account logs and created a severe barrier to performance by flipping account statuses between approved and disapproved without giving formal notice. XXXX XXXX XXXX XXXX : By pulling a written foreclosure prevention agreement and secretly reinstating it past the due date without notice, Freedom Mortgage is attempting to trigger an artificial default to advance foreclosure timelines under XXXX XXXX XXXX XXXX. Specific Violations : Violation of HUD XXXX XXXX : Under FHA guidelines, mortgagees are strictly mandated to provide a borrower with a XXXX window to return an Affordability Attestation. Freedom Mortgage 's decision to rescind the approval after only XXXX days directly violates federal XXXX servicing requirements. XXXX XXXX : The servicer 's complete failure to notify me of the reinstatement has actively prevented me from performing under the contract, effectively setting the plan up for an artificial failure.

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