Consumer complaint received 2025-06-18 00:00:00
Product: Mortgage — FHA 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: TX

Complaint narrative:
I began working with this company for loss mitigation. The inconsistency of this company is off the chain. To the point that the Hud counselor told me to just keep making my payments as I could because they aren't very trustworthy with the information they gave me. My home sustained roof damage and I had a claim check for a little over {$16000.00} that was being divided into XXXX checks that were being sent to the mortgage company and myself. I was to endorse it send it to the mortgage company they were endorse to endorse it send it back so we could begin repairs. The first check the mortgage company deposited into the escrow account due to a shortage because the home premiums went up. Delaying my home being repaired over XXXX weeks and XXXX storms later. The repairs were made the insurance company and the mortgage company each received their copy of certificate of completion necessary photos etc. etc. The insurance company closed my case and sent me and the mortgage company the second check to pay my contractor and the workers. My mortgage company stated that at the time of the claim due to my XXXX which they know about and my medical bills which they know about also. I was technically in default but nowhere near foreclosure. They expressed that as soon as they receive the second check for over {$9000.00} they are going to deposit it into the escrow which essentially means they're going to deposit it and gain interest off of it. When I asked the lost draft department to explain why I'm in the limited claim fund? She basically said because you're not current we keep your check we deposit it. You have to make an appointment to have an inspection. And they have so many days to get the report in. The mortgage company has already stated that they're holding the check for XXXX days and only if they're satisfied will they release it. I asked what are the steps you take if I was current when the claim was made. The employee said oh we endorsed a check and send it right back to you. I said you don't have to have an inspection she said no you don't hold the check she said no you don't deposit the check she said no. I said so what you're telling me is you're basically discriminating against me because I couldn't make a payment due to my XXXX and my medical bills. So I asked the question you only have a vested interest in the property for people that are behind on their payments not people that are current correct and she said yes. It's bad enough that when you get behind on your payments they report you to the credit bureau putting a dent in that, charging you a late fee, charging you a drive by inspection fee. All the while a contractor and workers who have nothing to do with me or my mortgage company are not being paid because the mortgage company is changing the rules every minute. My payment history has nothing to do with the house it doesn't make the payments I do. My contractor and his workers got money from my insurance company but the mortgage company is not releasing it because they have a problem with my payment history. That has nothing to do with the people waiting to be paid for a job that they completed. The roof was completed on XX/XX/XXXX and we're looking at approximately XXXX more days before any decisions get 's made good or bad so that's XXXX more days that these guys go without their pay. They have nothing to do with this mortgage company so what gives the mortgage company The right to not pay workers or a contractor for a job that they've completed everybody has a copy of the certificate of completion and all the paperwork was good enough to satisfy the insurance company that they closed my case but now the mortgage company Is holding us up which they weren't the original company that issued the money it was my insurance company.

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