Consumer complaint received 2026-01-27 00:00:00
Product: Mortgage — USDA 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: IN

Complaint narrative:
I am submitting this complaint regarding ongoing loan servicing and communication failures by Freedom Mortgage Corporation. 
Beginning in XX/XX/XXXX, upon requesting financial assistance due to major XXXX, I experienced ongoing servicing issues with Freedom Mortgage related to payment application, escrow calculations, and inconsistent information provided by customer service representatives regarding my account status and payment obligations. 
Over the following months, I repeatedly contacted Freedom Mortgage seeking clarification and assistance, as my online account portal reflected changing amounts due and past-due balances that did not align with the payments I was making or the information I was being given by Freedom Mortgage representatives XXXX 
As my financial situation became more strained, I worked directly with Freedom Mortgage regarding loss mitigation and partial payment options. During this time, I relied on instructions provided by Freedom Mortgage regarding payment amounts, timing, and how payments would be applied while my account was under review. Despite following those instructions, my account continued to reflect delinquency, and payments were applied retroactively in a manner that resulted in additional fees, escrow discrepancies, and negative credit reporting. 
In XX/XX/XXXX, I entered into a loss mitigation / partial payment agreement with Freedom Mortgage. I was instructed by Freedom Mortgage representatives regarding how and when to make payments during this process. Despite following those instructions, my account was reported as delinquent to the credit reporting agencies for multiple months, and my online loan portal continued to display incorrect payment amounts and past-due information. 
On XX/XX/XXXX, Freedom Mortgage received my written Notice of Error ( NOE ), in which I disputed the handling of my payments, escrow calculations, credit reporting, and requested supporting documentation, including call records and system notes related to the guidance I was given. Freedom Mortgage acknowledged receipt of the XXXX. 
On XX/XX/XXXX, Freedom Mortgage sent a written response that did not meaningfully address the substance of my dispute. Instead, the response consisted primarily of a generic payment history, escrow disclosure statements, and a blanket assertion that their credit reporting was accurate. Freedom Mortgage refused to provide requested call logs or records, citing that such documents were protected, without addressing whether those records exist or whether the guidance I was given was accurate. 
Additionally, despite acknowledging that my account was under loss mitigation review and that payments were applied retroactively, Freedom Mortgage continues to report the account as delinquent for months during which I was actively working with the servicer and following their instructions. My loan portal also continued to reflect incorrect payment information well after payments were made and applied. 
I believe Freedom Mortgage failed to properly investigate and respond to my Notice of Error, failed to provide a clear and accurate explanation of how my payments were handled, and furnished inaccurate or misleading information to the credit reporting agencies during an active dispute. I am seeking regulatory review of Freedom Mortgages servicing practices, communication failures, and credit reporting related to my loan.

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