Consumer complaint received 2025-07-14 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — An existing modification, forbearance plan, short sale, or other loss mitigation relief
Company: Freedom Mortgage Company
State: NJ

Complaint narrative:
I have all the emails when needed to send to you, I had one lady that I was dealing with in XX/XX/year> stating what I needed for the modification package that I was missing, I then sent her all the documents she asked for which she then told me the package is complete I have the emails stating this she told me the foreclosure has been stopped, then a month goes by I write to her havent heard back from you she goes sorry Im not working in that department anymore I said thats great nobody has got in contact with me and told me that, I then called and asked how my package was going they said incomplete we need the hardship letter and food stamps you receive and also the rewards you receive from workers compensation, I then called them and said what are you talking about I sent all of that in, the guy then tells me listen your missing like XXXX packages Im going to resend you the package just fill it all out, I get the package I fill it all out and resend it all in through the mail and email and fax, they said they got the package and its goin to be reviewed so I said Im going through all this all because of someone in your company didnt see the hardship letter that I sent XXXX in that been sitting in the package which a supervisor told me it was there and they made the mistake and she was going to push the papers through faster with a letter attachment stating whats going on I then was told this past XXXX all they needed was my last XXXX paystubs since my other ones were outdated cause of the mistake they made which the supervisor told me to send the papers to XXXX XXXX XXXXXXXX XXXX XXXX I sent her my last XXXX most recent XXXX XX/XX/XXXX she said thats all thats needed call back before the XXXX the deadline and make sure I spoke with someone they said they got everything the house was out of foreclosure and I was all good, now I have people ringing my doorbell about foreclosures and people measuring my property with my XXXX daughters witnessing this my neighbors its embarrassing and its not even my fault they have had the paper work since XXXX but cause of there mistakes and mishandling of my paper work its my fault and our dated here we are XX/XX/XXXX and Im still dealing with this I have called asking for a XXXX so I can get them what paper work they need and not get the run around so when next month comes they say something else is missing when Im told we got everything by the cut of dates! This is freedom mortgage company and if you look them up they are having. A lot of complaints About the same issues I recorded my last conversation with XXXX he is also a supervisor and stated no XXXX will talk to me, I told him not one supervisor has been helpful or even gave me the right advice XXXX ID number is XXXX, this has been a stressful XXXX months the games that they have been playing with me! Thank you

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