Consumer complaint received 2026-01-21 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Confusing or misleading advertising or marketing
Company: Freedom Mortgage Company
State: VA

Complaint narrative:
I am submitting this complaint regarding Freedom Mortgages handling of a proposed mortgage rate reduction, specifically involving misleading representations, inadequate disclosures, improper use of my credit, and poor servicing conduct. 

Background Freedom Mortgage contacted me offering a rate reduction described as a XXXX-cost option, meaning no out-of-pocket fees and no increase to my loan balance. Based on that representation, I authorized credit access. My credit was accessed twice during this process. 

Material Changes After Credit Access After my credit was accessed, I observed that the proposed loan amount had increased. When I contacted the loan officer ( XXXX XXXX ) to ask why, I was initially told that the increase was due to taxes and insurance escrow funding and that it would later reconcile during the application process. 

After reviewing the Loan Estimate with my financial advisor and following up multiple times, the loan officer later changed his explanation and stated that the increase was actually due to loan costs in the form of points. These explanations are materially inconsistent and can not both be true.

Subsequently, Freedom Mortgage introduced additional justifications for the change in terms, including market movement and, at one point, credit score considerations, which were later walked back by management. None of these conditions were disclosed before my credit was accessed. 

Rate Dispute During the XXXX application process, I was communicated an offer of 6.125 % in connection with the rate reduction. Management later asserted that this rate was never offered and stated that their internal system only reflected a 6.625 % rate. 

Freedom Mortgage management claims to have reviewed recorded calls and disputes my account. I formally dispute their interpretation. Importantly, Freedom Mortgage records all calls, and I am requesting that regulators independently review all recorded calls in full context, not selectively, to determine what representations were made at the time I authorized credit access. 

Servicing Issues In an earlier application, my debt-to-income ratio was negatively impacted because a mortgage on my brothers propertyon which I am listed only as a co-signer and do not make paymentswas counted against me. I was never given an opportunity to submit documentation to clarify or cure this issue. After the initial call, the loan officer became unresponsive despite numerous calls and voicemails. I was only able to re-establish contact after calling Freedom Mortgage directly to complain.

Current Status Freedom Mortgage has refused to honor the originally represented XXXXcost rate reduction and insists that the only option available is 6.625 % with costs, which I have declined. Management has stated that the matter has been reviewed with executive leadership and that no further internal resolution is available.

Consumer Harm and Regulatory Concerns This conduct raises concerns regarding : Misleading or incomplete representations prior to accessing consumer credit Lack of informed consent under the Fair Credit Reporting Act ( FCRA ) Failure to provide clear, timely, and accurate disclosures as required under CFPB mortgage servicing and marketing guidance Poor servicing practices, including lack of responsiveness and failure to allow document submission Requested Resolution I am requesting that the CFPB : 1. Require Freedom Mortgage to provide all recorded calls associated with my applications for independent review 2. Determine whether my credit was accessed based on misleading or incomplete representations 3. Require corrective action, including removal of any improper credit inquiries, if applicable 4. Ensure Freedom Mortgage brings its practices into compliance with applicable consumer protection laws I attempted in good faith to resolve this matter directly with Freedom Mortgage, including escalation to management and executive review, but was unable to obtain a fair resolution.

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