Consumer complaint received 2026-01-07 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Paying off the loan
Company: Freedom Mortgage Company
State: AL

Complaint narrative:
XXXX XXXX. Freedom Mortgage XXXX. XXXX XXXX, deceased XXXXXXXX XXXX XXXXXXXX The borrower passed away in XX/XX/XXXX. I notified the mortgage servicer the borrower had passed and informed them that I was the daughter in the process of probate. I had a buyer for the could not legally sell the property until I was appointed executor. The servicer was aware of this and continued communication with me throughout this period. 

I became the court-appointed executor on XX/XX/XXXX. Prior to that date, the servicer repeatedly requested documents, which I provided. The servicer XXXX XX/XX/XXXX issued written confirmation recognizing me as the successor in interest, sent to my mailing address. 

Despite this, the servicer initiated foreclosure proceedings XXXX separate times while knowing : The borrower was deceased Probate was pending I was actively communicating and cooperating A buyer was prepared to close once probate allowed I was not notified of foreclosure actions or auction dates. Notices were sent to the vacant property address, despite the servicer having my correct address on file. I learned of foreclosure activity only through family or friends. 

The XXXX  foreclosure auction was stopped on XXXX, XX/XX/XXXX after I sent a letter demanding them to stop. I had submitted the sales contract with the closing date and proof of funds by the requested deadline of XX/XX/XXXX. 

I formally requested a payoff statement on XX/XX/XXXX, after becoming executor. The servicer stated a payoff was sent, but it was mailed to the vacant property, not to me. I did not receive it by mail or email. 

After acknowledging this error, the servicer stated that a new payoff must be generated, causing additional delay. This occurred despite the servicer having the executed purchase contract and knowing the scheduled closing date. As a direct result, the closing was missed and the sale delayed. 

Additionally, since I began communicating with the servicer, the payoff amount has increased by approximately {$1200.00} {$2000.00} per month, described as foreclosure fees or corporate advances, without proper explanation or itemization. The original monthly mortgage payment was approximately {$450.00}, including taxes and insurance. The fees now have surpassed 55 % of the original principal of {$27000.00}. The statements do not align with the fees. 

Ive requested the itemization for the fees. By have yet to receive any response to this. 

I document when I speak to XXXX and they have recorded lines. I get rude representatives some clearly give me incorrect information and each one tells me something different. 

They offered no resolutions while going through probate. Ive had a buyer since XXXX. Provided all documents requested more than XXXX. I have requested them to not send documents to the vacant property. They knew it was vacant. It was listed on the auction website as vacant. Their tactics to inflate charges and fees should be illegal. 


Requested Resolution I respectfully request that the CFPB require the servicer to : XXXX. Provide an accurate, fully itemized payoff statement immediately XXXX. Remove improper foreclosure-related fees caused by servicer error XXXX. Confirm all future notices are sent to my address XXXX. Prevent further foreclosure activity while the sale is pending XXXX. The charges and Fees reduced. 

I believe the servicers conduct may violate : CFPB Mortgage Servicing Rules Regulation X ( RESPA ) Failure to provide information, improper foreclosure tracking, lack of notice Successor in Interest Protections Fair Debt Collection standards State foreclosure notice requirements Thank you XXXX XXXX XXXX XXXX XXXX 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