Consumer complaint received 2025-10-22 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — An existing modification, forbearance plan, short sale, or other loss mitigation relief
Company: Freedom Mortgage Company
State: OK

Complaint narrative:
I have been applying for loss mitigation options Since XX/XX/XXXX. I incurred a hardship due to a theft loss in my business and was unable to make payments. My chief complaint is that throughout this process I have received false, misleading, and inconsistent information from Loss mitigation reps for Freedom Mortgage company Preventing me from completing my hardship in a timely manner to retain my home. Here is XXXX example of many. I spoke with an agent on XX/XX/XXXX XXXX XXXX. - XXXX A.M. Central Time Zone. In response to my options for loss mitigation. My only XXXX options were a forfeiture of the deed or a short sale. When I enquired about a short sale the agent stated that the home would be sold at a fair market price. Due to the information provided I opted in for a short sale. After researching the information regarding a short sale I found out the agent had provided me false information. I called back on XX/XX/XXXX at XXXX XXXX  to XXXX PM and spoke to XXXX XXXX # XXXX to confirm this. XXXX confirmed that the previous agent provided me false information regarding the short sale I had opted in for and did not know why she had provided me that information. This is XXXX example of many instances that I have received inconsistent sometimes false and misleading information from the Freedom Mortgage Loss mitigation department. Unfortunately I didn't know until recently that it was illegal to provide false and misleading information from the XXXX XXXX department so I didn't keep a record of all the agents I spoke to. I would provide all the requested documents to the loss mitigation department and when the time was close to expiring they would request more documents preventing me from completing the hardship packets in time. They would then state they needed an entire new hardship packet filled out. The agents were inconsistent in the information they needed to complete the hardship packet. Here is a specific example. In XXXX particular instance the only document I needed to complete the packet was my XXXX Tax Returns. I received a XXXX which involved complexity to the tax forms so I received an extension. An agent stated to provide a letter of explanation which I did. I followed up to see if they received my letter and the agent I spoke to stated that they needed the XXXX XXXX instead of the letter of explanation and then the packet would be complete for review. I provide the extension and then they state that the extension will no longer work they need the actual return? So the hardship packet was prevented from being completed and timed out AGAIN? This same type of instances happened repetitively throughout this process. I do have proof of the those XXXX different documents sent XXXX of XXXX, XXXX XXXX, And the XXXX. Due to all the delays Now I am at a point where I am out of options and at the complete mercy of the mortgage company and I want an option to retain my home. They are now stating that I Opt in for a shortsale or complete an ENTIRE NEW HARDSHIP PACKET! After they confirmed my packet was complete and accepted for review as of XX/XX/XXXX. This is after I put in a letter of appeal to their decision. They stated that I didn't qualify for any other option due to the Loan being Delinquent for 12 months or greater. In the appeal letter I stated that part of the reason the loan is delinquent for that time is due to the delays in applying for loss mitigation due to the inconsistency in communications between the underwriters, the agents, and myself. Now Their response is to have me complete an ENTIRE NEW PACKET??? Please help the little guy here. I understand needing payment, but I don't understand taking advantage in a process that is supposed to be trustworthy. If I didn't trust in this process I could potentially have caught up on payments myself without the assistance of loss mitigation, but now I'm at their mercy.

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