Consumer complaint received 2025-08-25 00:00:00
Product: Mortgage — Conventional home 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: GA

Complaint narrative:
Company Name : Freedom Mortgage Loan Type : XXXX mortgage Issue : Trouble during payment process / Foreclosure handling / Servicing misconduct What happened : I am the court-appointed executor of my late father 's estate, which includes a XXXX-backed home loan serviced by Freedom Mortgage. I have lived in the home since XXXX and continued making mortgage payments after his passing in XXXX. 

In XX/XX/XXXX, I discovered through a spam text message that the home was already in foreclosure and scheduled for auction. I was never directly notified of the foreclosure, and I did not sign for or receive any certified mail related to it. 

I immediately contacted Freedom Mortgage on XX/XX/XXXX, to ask about pausing the foreclosure and was told I could not request anything until I was authorized on the account. I was instructed to submit my Letters of Testamentary, which I did via email. That email bounced repeatedly. 

On XX/XX/XXXX, I spoke with XXXX ( ID XXXX ), who confirmed FM had not received my documents. He then emailed me directly, and I responded with the proper legal documents. He told me the approval process would take XXXX  days and that he had marked it as a rush due to the foreclosure. I asked again if I could request a pause on the foreclosure and was told I had to wait until my authorization was confirmed. 

On XX/XX/XXXX, I called back to check the status. XXXX ( ID XXXX ) told me I had been approved but could not proceed because the deed was not in my name which is not a requirement under federal loan servicing guidelines and especially not under the CFPBs Successor in Interest protections. I had already submitted the necessary documentation XXXX days prior, and being told I was not allowed to communicate or request assistance due to deed status was both inaccurate and obstructive. 

I called back immediately and spoke with XXXX ( ID XXXX ) who confirmed that I was listed as an authorized third party. He transferred me to Loss Mitigation, where I was bounced around to multiple representatives ( IDs XXXX and XXXX ) before being told the loan had already been transferred to an attorney and no assistance could be offered. I asked if that was still true given that this is a XXXX loan, and they said yes, nothing could be done.

Freedom Mortgages reps gave me inconsistent, false, and contradictory information, effectively denying me a real opportunity to seek assistance before foreclosure escalated. I was misled about deed requirements, delayed by internal confusion, and ultimately denied access to programs I should have been eligible for. My request to pause or delay the foreclosure during the successor process was ignored, and I was never directly informed of the sale. 

I believe I was wrongfully denied loss mitigation options, including any opportunity to reinstate the loan or explore assistance programs. FM reps repeatedly said they could no longer discuss the loan or help me, despite having documentation and authority in place.

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