Consumer complaint received 2026-06-11 00:00:00
Product: Mortgage — FHA 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: UT

Complaint narrative:
Mortgage / XXXX XXXX Timeline XXXX After an outing with the family I returned home to find a note on my door deeming the property vacant and to call this number if this was not the case : XXXX this was the only information provided, no company, no identifying information, just to call this number. I did, got into a loop and ended up leaving a XXXX after calling for XXXX days and never getting a hold of anyone. Did my own research and determined that it may be fraud. XX/XX/year> Freedom Mortgage generated a XXXX XXXX letter stating they had been notified that your property was vacant. Letter advised that if they did not receive confirmation that the property was being maintained, they could take action to secure the property ( lock changes, winterization, etc. ). XXXX 2026 I repeatedly contacted Freedom Mortgage regarding the incorrect vacancy designation. I spent spent approximately XXXX hours on the phone attempting to resolve the issue. During this period, XXXX XXXX reportedly communicated to your homeowners insurance carrier that the property was vacant. XX/XX/year> Your homeowners insurance was cancelled as a result of the vacancy report, despite the home being occupied. I provided proof of occupancy to my insurance but they stated they needed a letter from Freedom Mortgage. I once again let them know that the property was never vacant and that the report was inaccurate. XX/XX/year> After numerous calls and escalations, Freedom Mortgage representatives informed you that the issue had been resolved. I requested written confirmation or documentation showing the matter had been corrected. The representative let me know that a letter would be generated and a communication would be shared with me. Freedom Mortgage failed to provide written confirmation as of XX/XX/year> XX/XX/year> You reported that Freedom Mortgage stated : The matter had been resolved. Notes were added to the account indicating the home was not vacant. However, you still had not received documentation confirming the correction. XX/XX/year> ( deadline you were given ) I was told my insurance would be cancelled if Freedom Mortgage provided confirmation that the home was occupied. Freedom Mortgage indicated the account notes reflected occupancy and that the issue was resolved, and did not take steps to fix with my insurance. Summary : Received a vacancy letter with little to no information on my door and followed the instructions left on my door. Home was still reported vacant to insurance company. Insurance company gave me until XX/XX/XXXX to provide an updated letter from mortgage lender. Mortgage lender has ignored my request since XX/XX/XXXX despite, phone calls, letters, fax, and there own electronic communication. I am current with my mortgage.

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