Consumer complaint received 2026-05-24 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: AR

Complaint narrative:
To Whom It May Concern, I am writing to formally explain the severe and ongoing housing issues that have directly contributed to my financial hardship and mortgage delinquency. I believe this situation involves significant failures in disclosure, misrepresentation of the property 's condition, negligence by multiple parties involved in the sale of the home, and ongoing hardship that has negatively affected my family financially, emotionally, and mentally. From the beginning of our occupancy, we began experiencing serious issues within the property that clearly did not develop within a short period of time. These problems were existing conditions that were either concealed, ignored, inadequately inspected, superficially patched, or never properly disclosed prior to closing. The issues we have experienced include, but are not limited to : * Ongoing plumbing and water leak issues underneath the home * Water leaks inside the home itself * Several major roof leaks throughout the property * Visible water intrusion and wet spots within the home * Patched ceilings throughout nearly every room in the house * Excessively high utility bills caused by unresolved leaks and home inefficiencies, including electric bills approaching nearly {$1000.00} and gas bills exceeding XXXX XXXX monthly * Yard flooding during rainfall despite representations that the property was not located in a flood zone * Sewage and XXXX backing up into the yard and driveway shortly after move-in * Flooring deterioration and structural concerns * Water-related damage and moisture issues * Concerns involving the condition underneath the home * Heating-related issues * Low-hanging electrical lines creating safety concerns * An addition attached to the home that was never properly disclosed or explained during the purchase process * An aging roof with significant wear and tear that professionals informed us should require complete replacement * Rodent infestation concerns present at or near move-in * Wildlife intrusion involving birds entering through the chimney and squirrels inside portions of the roof structure * Additional repair issues that have resulted in repeated and ongoing financial strain Multiple professionals who have viewed the property have expressed concerns regarding the condition of the home and stated that, in their opinion, the property should never have passed inspection in its current state. We were informed by the sellers girlfriend that the roof was under 10 years old. However, professionals later advised us that the roof appeared to have approximately 15 years or more of wear and tear and likely needed complete replacement, making the prior representations misleading and inaccurate. Additionally, nearly every room in the home appears to have patched or repaired ceiling areas. We were informed by code enforcement that these patches could indicate prior roof leaks or heating-related leaks, particularly in the kitchen area. Despite this, these concerns were never disclosed to us prior to purchasing the property. We continue to experience active leaking issues inside the home, including a visible wet spot and leak near the front area of one of the bedrooms. These ongoing leaks have caused continued concern regarding water intrusion, hidden damage, mold concerns, and the overall unsafe condition of the property. The plumbing issues inside the home became so severe that we were forced to keep buckets underneath sinks to catch leaking water and manually empty those buckets multiple times a day due to failed plumbing systems. These were not minor inconveniences but ongoing daily living conditions that created stress, financial hardship, and sanitation concerns. The sewage and drainage issues became so severe that my father personally had to attempt repairs himself because we could not afford professional plumbing assistance. These are conditions that should have been addressed prior to the sale of the property. Shortly after moving into the home, we also discovered evidence of a serious rodent problem that had not been disclosed to us. We found rat traps, not standard mouse traps, placed inside cabinets, as well as XXXXXXXX XXXX XXXX placed in multiple corners of the home. There was also a large opening underneath the stove area that we personally had to patch and seal ourselves. These findings strongly suggested the sellers were aware of an existing rodent issue prior to the sale but failed to disclose it. Additionally, both my mother and I suffer from severe XXXX related to rodents, which made the undisclosed rodent issues especially traumatic and emotionally distressing for us. Discovering evidence of infestation throughout the home caused significant fear, XXXX, emotional distress, and discomfort within what was supposed to be a safe living environment. We have also experienced wildlife intrusion issues involving birds entering down through the chimney into the fireplace area, as well as squirrels inside portions of the roof structure. These issues further raised concerns regarding openings within the home, roof damage, and the overall unsafe condition of the property. Additionally, there was a burn mark/blaze area on the backside of the home that was never disclosed or explained to us. Later, through our home security camera footage, we overheard a code enforcement official state that the entire shed in the backyard had previously burned down and had been rebuilt. This information was never disclosed by the seller or real estate agents involved in the transaction. These issues began shortly after move-in, and we have consistently raised concerns since the beginning of our occupancy. This was not a situation where problems suddenly appeared after years of neglect. We have faced one repair issue after another from the start. We reached out to the previous homeowner seeking assistance and accountability regarding these conditions, but they refused to help or provide repair assistance. We also believe the seller and realtor failed to properly disclose known defects and conditions affecting the property. Certain conditions appeared to have been concealed or superficially covered up prior to the sale rather than properly repaired or disclosed. Additionally, we believe the home inspection failed to identify or report numerous major issues that should reasonably have been discovered during the inspection process. Had these problems been properly disclosed, identified, or addressed prior to purchase, we would have made different decisions regarding the transaction. Three disabled individuals currently live in this home with me, and they have also suffered greatly due to the unsafe and stressful living conditions. The condition of this property has affected not only our finances but also our emotional and mental well-being. Since moving into this home, all of us have experienced severe bouts of XXXXXXXX XXXX emotional distress, ongoing stress, fear, sleep disruption, and emotional exhaustion caused by the constant repairs, unsafe conditions, financial strain, uncertainty, and inability to properly resolve the issues affecting the property. The ongoing repair costs and extreme utility expenses have created substantial financial hardship. The cost of attempting to maintain the home while also paying an already significant mortgage became financially overwhelming. I do not have the financial ability to hire plumbers, contractors, roofers, specialists, or wildlife removal professionals for major repairs while simultaneously trying to remain current on the mortgage and utility obligations. Despite these conditions, we have remained in the home because we do not have another housing option available. We have continued trying to keep the property livable while seeking assistance and attempting to avoid foreclosure. The mortgage company was made aware of these circumstances prior to aggressively pursuing foreclosure proceedings. During this time, the mitigation process was prolonged for approximately three months, creating additional stress and uncertainty. Ultimately, I accepted a four-month forbearance because I was desperate for assistance and trying to avoid losing my home altogether. Unfortunately, the late mortgage reporting has now severely impacted my credit profile despite the extraordinary hardship circumstances surrounding this situation. I have not ignored my responsibilities ; rather, I have been struggling under the weight of overwhelming housing-related expenses tied to serious property conditions that existed from the beginning. Given the severity of the undisclosed issues, the financial hardship caused by the condition of the property, and the emotional and physical toll this situation has taken on my household, I am respectfully requesting a meaningful resolution that reflects the extraordinary circumstances surrounding this matter. An acceptable and fair resolution would include one or more of the following : * Complete removal of all late mortgage payment reporting associated with this hardship from my credit reports due to the significant undisclosed property conditions, financial hardship, and prolonged mitigation process * Approval of an extended loss mitigation or hardship plan, including suspended or reduced mortgage payments for a period of at least six months or longer, to allow my household adequate time to recover financially and stabilize our situation * Financial assistance or full coverage for the major repairs and remediation required to make the property safe and reasonably livable, including but not limited to plumbing repairs, roof replacement, leak remediation, structural concerns, sewage-related issues, drainage problems, wildlife intrusion remediation, and other habitability concerns * Consideration of relocation assistance that would allow my family and the disabled individuals residing in this home to transition into safe and stable housing if the property can not reasonably be restored without substantial financial burden beyond our means * Alternatively, consideration of accepting the return or surrender of the property without negative credit consequences, including removal of the mortgage tradeline and foreclosure-related reporting from my credit profile, due to the extraordinary and undisclosed conditions surrounding the purchase and occupancy of this home * Consideration of compensation for pain and suffering damages due to the prolonged emotional distress, unsafe living conditions, financial devastation, and mental anguish this situation has caused my household The conditions surrounding this home have caused substantial emotional and mental anguish for my family, particularly given that three disabled individuals reside in the home and both my mother and I suffer from severe rodent-related XXXX. The continuous exposure to leaks, sewage issues, rodent concerns, wildlife intrusion, financial instability, fear of foreclosure, unsafe living conditions, and the inability to properly repair or escape these conditions has severely affected our mental and emotional well-being. My family and I did not enter this home expecting to encounter unsafe conditions, overwhelming repair burdens, repeated financial hardship, and ongoing emotional distress. We have made every effort possible to remain responsible homeowners despite circumstances that have been financially and emotionally devastating. I respectfully request compassionate review and meaningful assistance toward resolving this matter fairly and reasonably. Sincerely, XXXX XXXX

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