Consumer complaint received 2026-07-08 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — Foreclosure
Company: Freedom Mortgage Company
State: CA

Complaint narrative:
RE : Loan Modification Denial and Request for Review To Whom It May Concern : I am writing regarding the recent letter I received denying my loan modification because Freedom Mortgage determined that I failed to complete the XXXX-payment trial plan. This determination is incorrect, as I did make all three required trial payments. On XX/XX/year>, I spoke with XXXX ( ID XXXX ) to follow up on the status of my trial plan. She informed me that the modification had been denied. After reviewing my account, she discovered that XXXX of my payments had been placed into a suspense account and was not properly credited toward my trial plan, despite the fact that I had submitted the full payment. She assured me that she would document the issue and have someone from the appropriate department contact me. No one ever contacted me. On XX/XX/year>, after not receiving a response, I called again and spoke with XXXX ( ID XXXX ). She also reviewed my account, acknowledged the issue, and advised me that a message would be sent for further review. I asked whether I should make an additional payment to demonstrate my ability to resume regular payments. She advised me to wait until a decision had been made. Again, no one contacted me. On XX/XX/year>, I called once more and spoke with XXXX. At that time, I specifically requested a XXXX or XXXX call me back. XXXX advised that someone would contact me within XXXX to XXXX hours. I never received a call. Today, XX/XX/year>, I spoke with XXXX ( ID XXXX ), who informed me that my loan remains in foreclosure status and that my loan modification was denied due to an alleged failure to make the trial payments. This is extremely concerning because I did make the required payments, and it appears the issue resulted from the way Freedom Mortgage applied or posted XXXX of those payments. This situation has caused significant stress and hardship. Despite multiple calls and assurances that my concerns would be reviewed, no one has followed up with me. I am respectfully requesting that Freedom Mortgage conduct an immediate review of my account, correct any payment posting errors, and continue processing my loan modification application. I am willing and able to resume making regular mortgage payments immediately. I am also willing to make a payment and a half to bring my account current. My goal is to avoid foreclosure and maintain my home. I should not be penalized for an internal payment posting error that was acknowledged by your representatives. If this matter is not resolved, I intend to file a formal complaint with the Consumer Financial Protection Bureau ( CFPB ) and pursue any other remedies available to me. I respectfully request a written response explaining Freedom Mortgage 's decision and confirming whether my loan modification application will be reconsidered. Thank you for your prompt attention to this matter. Thank you, XXXX XXXX

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