Consumer complaint received 2025-12-04 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: Freedom Mortgage Company
State: CA

Complaint narrative:
I have a VA-backed mortgage with Freedom Mortgage. I requested hardship assistance during the government shutdown and was placed into a forbearance plan. Since then, I have received conflicting, confusing information from multiple representatives, and I have not been able to get clear written guidance about my delinquency status, credit impact, repayment options, or how my missed payments will be handled.

When I first contacted Freedom Mortgage at the beginning of the shutdown to request hardship help, the representative asked a few questions and told me I would receive results soon. I was not told verbally that I would be considered delinquent or that my credit could be impacted. Nor did they send me any written documentation to sign.

When I received the written forbearance letter, it stated that I will become delinquent and that my credit score may be impacted. It also stated that the forbearance was processed as an incomplete loss mitigation application, and that I could complete the application at any time. None of this information was explained to me before I agreed to the plan.

I have attached attached the forbearance letter I received, which contains statements that conflict with the verbal information I was given. It stated the following : - My forbearance request was approved and processed as an " incomplete loss mitigation application. '' - It stated that during the forbearance period, I " will become delinquent '' on monthly payments.

- It also stated that my credit score " may be impacted '' during the forbearance.

- The letter explained that I " may submit a complete loss mitigation application at any time, despite being placed into the forbearance plan. '' - The letter did not explain what repayment or home-retention options would be available after the forbearance period ends, nor how missed payments would be handled.

Because the letter contradicted what I thought the plan was, I called Freedom Mortgage mid XXXX to ask for clarification. On that call, I was told that my account was paused, that I was not considered delinquent, and that my credit would not be affected. I was also told to call back on XX/XX/XXXX if I needed an extension. I relied on these verbal statements because this is my first time using forbearance. 

However, when I called back on XX/XX/XXXX, I was told something completely different : That I owed approximately two months of payments That my account was showing as delinquent That because my loan is VA-backed, missed payments could not be moved to the end and that no payment deferral option exists.

Because I received conflicting answers, I asked to be reviewed for repayment or home retention options. I was told I could not be reviewed unless I first exited the forbearance plan, which would leave me without any clear next steps. I expressed that I was uncomfortable exiting forbearance without knowing what repayment options I would have, and that this felt risky. I referenced my forbearance letter which said I could submit loss mitigation during the plan, but I was told that this was technically complete and that the representative could not offer options until after I exit. 

On todays call ( XX/XX/XXXX ), I was informed that : My extension request is in request mode, not review Once it enters review, my current forbearance will automatically end The new extension may not start immediately after XX/XX/XXXX There could be a gap, but no written explanation could be provided They could not guarantee how this gap might affect my account or credit They could not provide a list of repayment or modification options They could not explain in writing what will happen to my missed payments They could not provide written notes from the call They could send a custom letter, but it may not reflect what was discussed and is not guaranteed that I am approved to receive a " custom letter. '' I was also told they did not have it in writing that states the VA guidelines does not have

payment deferrals and that I would have to look it up myself. I asked them to give me in writing everything they are stating to me and they said they could not provide that. This makes me lose trust and confidence of Freedom Mortgage handling my mortgage loan. Because each representative has given me different information, including contradictory statements about delinquency, credit reporting, whether exiting forbearance is required, whether repayment deferral exists, and how transitions between forbearance periods are handled, I have no clear understanding of what to expect.

I am requesting CFPB assistance to help me obtain : 1. A clear written explanation of my current account status 2. Written clarification about delinquency and credit reporting 3. Written details on how my forbearance extension will be processed 4. Information on how any administrative gap between plans is handled 5. A clear list of repayment or modification options that will be available 6. Written guidance on how missed payments will be handled 7. Confirmation of the process for reviewing repayment options 8. Consistent communication that matches the written documents I receive I am simply trying to understand how my VA loan is being handled, how my hardship assistance works, and what repayment options will be available afterward. Because of the inconsistent information I have received from multiple representatives, I am asking for CFPB help so that everything can be clarified in writing.

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