Consumer complaint received 2025-03-10 00:00:00
Product: Mortgage — USDA 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: LA

Complaint narrative:
A request was made for a 6 month forbearance due to a financial hardship ( Medical and loss of income ) with verified documentation provided to Freedom Mortgage. Freedom required that Loss Mitigation paperwork be completed. Upon completion of the paperwork a 3 month trial payment was approved by the company to start on XX/XX/XXXX- XX/XX/XXXX. All payments in the amount of {$1500.00} was successful. At the end of this period it was then stated to apply again through Loss Mitigation to determine what programs or services would be available for the account. At no point did the Freedom Mortgage allow us to continue with the current payments paid the prior 3 months. Instead they force me to resubmit the paperwork again from XX/XX/XXXX- XX/XX/XXXX. During this time frame every 15 - 30 days it was alleged that the underwriters need additional supporting documentation to make a final determination on the account. However, this process continued until XX/XX/XXXX without any resolution. The alleged first denial in XX/XX/XXXX stated the income to debt ratio was to high. However, the actual household income has increased overall by about $ XXXX without any additional expenses. As a Consumer its falsely stated that your case will be assigned to a specific Loss Mitigation representative to assist with the proper completion of this process. However in last 9 month you will speak to multiple customer service representatives that only read notes but actual have no real interaction with your file. The Underwriters are never in contact with the consumer and the only alleged communication is through inter office email that does not include the consumer. I have spoken with over 30 different individuals with different interpretation of rules and policies regarding the Loss Mitigation programs and services. This process is prolonged to cause individuals to possibly end up in foreclosure or reinstatement proceedings with fees higher than initial delinquent cost due to the failure to communicate in a timely manner. Freedom Mortgage fails to offer consumers options to maintain their primary home. Freedom Mortgage appears to take advantage of Consumers during documented hardships and their review of documentation is never explained or shared to even determine when there's an error or need for explanation. I feel the Loss Mitigation applications should be reviewed for accuracy, assigned to correct programs and offered the proper assistance to get back on track and maintain their home. Company fails to contact the consumer during this Loss Mitigation verbally and the emails and mail are delayed. The consumer must contact Freedom Mortgage on a weekly basis for updates and request of information otherwise dates can be missed without your knowledge. Customer Service representative read a scripted message.

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