Consumer complaint received 2026-07-14 00:00:00
Product: Mortgage — VA mortgage
Issue: Struggling to pay mortgage — An existing modification, forbearance plan, short sale, or other loss mitigation relief
Company: Freedom Mortgage Company
State: MD

Complaint narrative:
I as of XX/XX/XXXX had been working with XXXX XXXX at XXXX XXXX XXXX in which was placed as a XXXX party in order XXXX work through a situation where the home I inherited from my late father was placed into foreclosure after the closing of his estate. She in turn after several months XX/XX/XXXX came back XXXX me in an email after having a phone conversation on XX/XX/XXXX with Approval for a loan modification from the loss mitigation dept representative XXXX ID XXXX with the details of the approval XXXX being moving into the next steps of the loan modification with trial payments so I would not loose my home XXXX it go into foreclosure. The details that were provided from Freedom Mortgage were XXXX payment XX/XX/XXXX {$1400.00} with the interest rate increasing from XXXX % XXXX XXXX % m Maturity Date XX/XX/XXXX. The details state XXXX submit the XXXX payment of said amount on XX/XX/XXXX. She stated all I had XXXX do was call XXXX let Freedom Mortgage know I accepted the terms XXXX agreement on XX/XX/XXXX. Since then, I called on XX/XX/XXXX XXXX make the payment on the account, Spoke XXXX XXXX in Loss Mitigation XXXX he explained XXXX me that he could not take the payment as of yet because I needed XXXX sign a piece of paperwork, rest assured he said XXXX me that it was on there in at Loss Mitigation of why I did not have it as of yet. Expressed there would be no issues, again this is a recorded call that I would not be penalized XXXX nothing would happen with foreclosing because I called XXXX the issue was lacking on their end of why I had not received it and things had not moved forward. Understanding XXXX I repeated it several times. I am waiting for you guys then I can make the payment XXXX start the trial payment plan for the loan modification. He stated XXXX several times. I just had XXXX sign XXXX return the document XXXX then make the payment through Loss Mitigation XXXX be able XXXX continue. It is now XX/XX/XXXX, in which I should have had a XXXX payment made by now. I have not received anything until today that, no phone calls I check my voicemails every few days because I am not able XXXX have my phone at work. As well as XXXX has not shown up on my caller ID., No emails as well as no messages in the website portal. The letter I received today states that they have not received the documents back that they requested XXXX can not move forward with the process. This is the same issue I was having initially. They claimed they were sending info XXXX calling XXXX I would get nothing. This house belonged XXXX my father for XXXX years XXXX I have worked myself XXXX the XXXX this last year trying XXXX get this XXXX just be able XXXX continue XXXX make the payments XXXX pay the remaining mortgage off. I can not do it in XXXX lump sum. But I have been holding onto all the payments monthly for some time XXXX proceed forward. This is constantly misleading communication, misrepresentation of facts as well as giving approval on more than XXXX occasion including verbally for the loss mitigation approval XXXX being told something different shortly after. Again the phone call I had with XXXX in the loss mitigation dept on XX/XX/XXXX for XXXX hr XXXX XXXX min at XXXX pm XXXX time was recorded XXXX has the exact information he relayed XXXX me. I asked I will get a letter usps XXXX sign XXXX return, He said yes you can email it back upload etc. I have not received anything until a denial letter today. These practices are quite deceiving XXXX with all the other class action lawsuits etc against Freedom Mortgage it is quite frankly very scary that this is what I am dealing with when I am simply very capable of making the remaining payments of the approved amounts XXXX can not seem XXXX be allowed XXXX give them the money. I even stated this on the phone XXXX XXXX the day I spoke XXXX him

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