Consumer complaint received 2026-05-27 00:00:00
Product: Mortgage — VA mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: Freedom Mortgage Company
State: NC

Complaint narrative:
I am a veteran currently engaged in the loss mitigation process with Freedom Mortgage regarding my VA home loan. My temporary forbearance period concluded on XX/XX/year>. I am writing to formally log an official complaint regarding bad-faith negotiation tactics, inaccurate regulatory counseling from front-line customer service staff, and intentional, strategic timeline manipulation designed to force me into an adverse loan modification under duress. On XX/XX/year>, well before my forbearance tracking period ended, I contacted Freedom Mortgage to proactively establish a repayment plan. I was explicitly told by a representative that I could apply for a XXXX or a XXXX repayment track. During that application process, I stated that I wanted a XXXX plan and intended to make an immediate XXXX dollar cash lump-sum down payment toward my delinquency to make the remaining balance highly manageable. Freedom Mortgage submitted the application but ignored my structural requests, returning an automated approval for only a XXXX track. On XX/XX/year>, I formally rejected the XXXX track because the unreduced balance required an unaffordable monthly payment spike 65 % of my income XXXX a month. I reiterating my demand for the XXXX track with the XXXX dollar down payment. Instead of processing this request, Freedom Mortgage intentionally dragged my file out for over XXXX weeks until XX/XX/year>, completely running out my clock. On XX/XX/year>, my temporary VA forbearance tracking period officially concluded, establishing my total outstanding delinquency balance at XXXX dollars. Per federal guidelines, my account automatically transitioned into Active Loss Mitigation Review status. On XX/XX/year>, Freedom Mortgage presented its delayed solution : XXXX month repayment plan states ineligible saying I can't afford it ( which I was approved for a XXXX month plan at 65 % of my income ) instead approved me for a predatory XXXX loan modification approval that strips my 6 % lower interest rate for a permanent escalation to a 7 % market rate over an extended XXXX term. I do not want this modification. My goal is to pay this company off as quickly as possible through an affordable XXXX plan, starting with a XXXX dollar cash down payment and followed by additional lump-sum payments as I accumulate savings over the next few months. On XX/XX/year>, at approximately XXXXXXXX XXXX XXXXXXXX, I called Freedom Mortgage to formally deny the XXXX modification and demand a supervisor override to execute my preferred repayment plan. I got a loss mitigation supervisor on the line she tried to correspond with her back office while I was on the line and instead issued a high-risk financial directive, telling me to just upload the XXXX dollars cash directly into the online consumer portal. I refused, correcting her that a lump-sum payment toward delinquency requires an executed legal contract, not a XXXX portal upload. Depositing unallocated funds into an automated portal during active loss mitigation causes the funds to be trapped in a suspense account holding bucket, leaving my account actively delinquent while letting the servicer run out my clock. Upon my utilizing exact VA regulatory citations, the representative claimed she was a middleman who had to pass a message to a back-office VA Loan Supervisor. She refused to transfer the call, stating i cant speak to that department, and placed a mandatory XXXX callback window on the file. A XXXX operational window calculated from Wednesday, XX/XX/XXXX, expires on Saturday, XX/XX/year>, a day when Freedom Mortgage 's back-office escalations and underwriting departments are entirely unstaffed. This operational window is a calculated corporate stall tactic designed to ghost me over the weekend and push the file directly against the automated system deadline of Monday, XX/XX/year>, to maximize structural pressure on a veteran. The Department of Veterans Affairs Regional Loan Center has already initiated a formal servicing dispute regarding this file because Freedom Mortgage is making it fundamentally impossible for an able and willing veteran borrower to pay them back. I demand that Freedom Mortgage 's executive escalations team manually intervene, pull this file from automated tracking, and have an authorized underwriting supervisor execute a formal, written agreement accepting my XXXX dollar cash down payment applied directly to the XXXX dollars owed, paired with a sustainable XXXX repayment plan for the remaining XXXX dollars.

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