Consumer complaint received 2024-12-10 00:00:00
Product: Mortgage — VA 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: AZ

Complaint narrative:
I am writing to file a formal complaint against Freedom Mortgage Corporation ( FMC ) regarding its egregious mismanagement of my mortgage account, which has caused significant financial hardship, emotional stress, and systemic violations of federal regulations. Despite months of diligent communication and compliance on my part, FMC has failed to address my concerns adequately, leaving me with unresolved issues dating back to XX/XX/year>2024. 
Below is a detailed chronology of the mishandling and regulatory violations : 1. Mishandling of Forbearance Requests XXXX 2024  : I submitted a forbearance application ( more than once ) with all required documents and was assured by FMC representatives that the process would take 710 days. Months later, I was only informed my documents were " missing, '' forcing me to resubmit them multiple times because I had to reach out to FMC directly and ask what is going on. During this time, I sent numerous statements via fax and FMCs secure messaging portal, none of which elicited a substantive response. 
XX/XX/year>2024 : After six months of relentless efforts, I received written confirmation of a Special Forbearance Program, suspending payments until XX/XX/year>. However, FMC revoked this forbearance ( via letter ) without explanation on XX/XX/scrub> 2024, undermining the promised relief and exacerbating my financial instability. I sent countless statements seeking clarity and receive no response.

2. Contradictory and Arbitrary Information XXXX 2024 : FMC representatives assured me that payments for XXXX, XXXX, and XXXX were deferred. Subsequently, I was blindsided by a previously undisclosed " 210-day seasoning requirement, '' invalidating the deferral and further deepening my financial challenges. This was confirmed by a FMC representative, XXXX XXXX who listened to the calls and told me that she was sorry I was given the wrong information and that they reps who provided the incorrect information have been addressed. 
XX/XX/year>2024 : Despite confirming my forbearance approval, I was repeatedly informed by FMC representatives that my case required further " review, '' delaying resolution.

3. Escalating and Unexplained Mortgage Balance My mortgage balance inexplicably increased to {$26000.00} by XX/XX/year>2024 from the agreed-upon amount of {$13000.00}. This includes erroneous fees and charges that FMC has failed to justify or address. I was told by a loss mitigation representative that once my forbearance is granted, the balance will stay at the {$13000.00} until XX/XX/year>2024 this is confirmed on a call the Freedom Mortgage.

4. Failure to Enroll in VA Special Programs Despite guidance from FMC representatives in XX/XX/year>2024, to pursue the VA Special Programs ( VASP ) for loan modification ( adding 10 years to term ) and interest rate adjustment ( 2.5 % ) which I requested XXXX 2024, FMC failed to facilitate or confirm my enrollment. 
5. Ineffectiveness of VA Loan Guaranty Service In my efforts to resolve these issues, I contacted the VA Loan Guaranty Service and have been working with XXXX XXXX. Unfortunately, this service has

proven to be more of a liaison with limited capacity to enforce meaningful changes. While I appreciate their assistance, it has not provided the resolution needed for the hardship FMC has caused. 6. Regulatory Violations FMC 's actions constitute clear violations of the following federal regulations : Real Estate Settlement Procedures Act ( RESPA ) : FMC failed to provide timely and accurate information regarding forbearance requests, violating Regulation X. Truth in Lending Act ( TILA ) : FMC neglected to disclose changes to loan terms, including the arbitrary
imposition of a " 210-day seasoning requirement. '' Dodd-Frank Act ( UDAAP ) : FMC engaged in unfair, deceptive, and abusive practices through misleading communication and arbitrary policy changes.

38 CFR Part 36 : FMC failed to provide adequate loss mitigation options and special forbearance protections for VA-backed loans.

Consumer Financial Protection Bureau Mortgage Servicing Rules : FMC failed to evaluate and communicate loss mitigation options clearly, as required by CFPB regulations.

7. Emotional and Financial Impact As a 100 % disabled combat veteran, the negligence displayed by FMC has caused significant emotional distress and financial uncertainty. I have made every effort to be proactive since XX/XX/year>2024, informing FMC about my impending financial difficulties and seeking a collaborative resolution. Instead, FMCs sheer incompetence has directly caused this financial hardship, negatively impacting both me and my family.

Immediate Requests for Resolution To rectify these issues, I request the following immediate actions I have been requesting these actions for days shy of 2 months with XXXX response from FMC : 1. Reinstate and Honor Forbearance Terms : Reinstate the terms outlined in FMCs letter dated XX/XX/scrub> 2024, suspending payments until XX/XX/scrub> 2024.

2. Adjust Mortgage Balance : Correct my mortgage balance to reflect the agreed-upon amount of {$13000.00}, removing any erroneous charges and fees.

3. VA Special Programs Enrollment : Expedite my enrollment in the VASP program to modify my loan terms by extending the term ( 10 years ) and reducing the interest rate ( 2.5 % ) as advised by FMC representatives.

4. Deferral of Missed Payments : Defer all missed payments to the end of the mortgage term.

5. Single Point of Contact : Assign a competent representative to provide consistent and reliable communication to resolve these ongoing issues.

Supporting Documentation I have attached the following documents to substantiate my claims : 1. Formal correspondence with FMC, highlighting regulatory violations and mismanagement.

2. FMCs decision letters, including contradictory statements and policy shifts.

3. Timeline of phone calls and written inquiries that demonstrate the persistent lack of accountability and resolution by FMC.

4. Relevant excerpts from federal regulations applicable to my case.

Conclusion FMCs actions reflect a systemic failure to comply with regulatory standards and fulfill its obligations to its customers. I urge the CFPB to investigate this matter thoroughly and take appropriate actions to hold FMC accountable. I trust that your office will ensure justice and protect other consumers from similar misconduct.

Thank you for your attention to this urgent matter. I am available for further clarification or to provide additional evidence if needed.

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