Consumer complaint received 2025-11-26 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: Freedom Mortgage Company
State: IL

Complaint narrative:
I am filing this complaint against Freedom Mortgage Corporation regarding how they are handling my hardship, forbearance, and loss mitigation review on my mortgage. 

I was improperly terminated from my job with XXXX XXXX XXXX on XX/XX/XXXX. Because of this, I have been unable to pay my mortgage since XX/XX/XXXX. I entered into a forbearance plan with Freedom Mortgage due to this hardship. My forbearance plan expired on XX/XX/XXXX. 

Recently, my online account showed that I owed a lump sum payment of {$17000.00} due by XX/XX/XXXX. I contacted Freedom Mortgage because I can not afford to pay that amount due to my ongoing wrongful termination and pending arbitration, and it is impossible for me to make that payment at this time. 

On XX/XX/XXXX, I spoke with a representative named XXXX, XXXX  XXXX, over a recorded phone call. During that call, XXXX informed me that I am under review for loss mitigation and for an extension of my forbearance plan. He told me that the system shows the amount of {$17000.00} because the account is behind, but that this amount did not actually apply to me at that time. He said that this amount was only what the system displays, not an amount I had to pay by XX/XX/XXXX, while my loss mitigation review and forbearance extension were being considered. 

Despite this, I later received a message today XX/XX/XXXX stating that I am on a repayment plan. I did not agree to a repayment plan, and I can not afford any repayment plan that requires a large lump sum or significantly increased monthly payments. My arbitration has not occurred yet, and I do not have the income to support that type of plan. Freedom Mortgage is now treating my account as if the repayment plan is valid and as if the {$17000.00} is actually due on XX/XX/XXXX, even after their own representative told me this amount did not apply under loss mitigation review. 

I believe this is misleading and unfair for the following reasons : Freedom Mortgage represented on a recorded call that the listed lump sum amount did not apply to me while I was under loss mitigation and forbearance extension review. 

My account is now being placed on a repayment plan that I did not agree to and can not afford. 
They are effectively creating a situation where I may be pushed toward foreclosure based on a repayment obligation that conflicts with what I was told verbally. 

They sent a generic message claiming that my concerns were addressed, when they clearly were not, because I still can not afford the payment and I never agreed to the repayment plan. 

I am trying in good faith to work with Freedom Mortgage to keep my home and to obtain an appropriate hardship solution while my union grievance and arbitration related to my wrongful termination are pending. I have provided them information about my termination, my union grievance that seeks back pay from the date of termination until reinstatement, and my ongoing hardship.

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