Consumer complaint received 2026-03-25 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: Freedom Mortgage Company
State: NM

Complaint narrative:
my ongoing issues with Freedom Mortgage and XXXX XXXX related to their handling of my Qualified Written Requests ( QWRs ) and the transfer of my loan. Both companies have failed to adequately address my concerns, potentially violating federal and New Mexico state laws. ________________________________________ Specifics of the Situation- ongoing un-remediated errors on the home mortgage account 1. Submission of QWRs I submitted QWRs to both Freedom Mortgage and XXXX XXXX due to insufficient information provided in the transfer notice sent by XXXX XXXX. Both companies eventually acknowledged receipt of the QWR however fail to comply. 2. Denial of Servicer Status by Freedom Mortgage Freedom Mortgage stated to the CFPB that it was not the servicer of the loan. Later stating it was unable to speak on behalf of XXXX XXXX XXXX XXXX. '' While noting XXXX error. This refusal to accept responsibility or correct the accounting or address my concerns undermines their obligations. 3. Generic Responses to Valid Concerns Both companies claim that my concerns have been addressed ; however, the responses are generic and lack substance. Responses are automated acknowledgments initiating claim numbers with untimely responses that follow with no regard for the substance or specifics of all concerns, this closes complaints rather than providing meaningful resolutions. XXXX. XXXX XXXX XXXX Loan Transfer Handling XXXX XXXX transferred the loan without adequately addressing the issues I raised. XXXX now declares that it is no longer responsible for any loan error since the loan has been transferred. 5. Payment Processing and Financial Harms According to Freedom Mortgage, " On XX/XX/2023, funds were received to pay the XX/XX/2023, due date. After reviewing the transaction history, it appears that nopayment was processed in XX/XX/2023, which caused all subsequent payments to be paid at the end of the month, resulting in late fees to accumulate on the account. '' Despite my repeated requests for clarification on these accounting errors, I have not received the necessary corrections or adjustments. 6. Violation of Laws The actions of both companies appear to violate federal regulations and New Mexico state laws governing consumer protection and loan servicing due to their failure to adequately address my legitimate concerns. Consumer Financial Protection Bureau, case number : ( XXXX ) XXXX The document indicates that the account was prepaid for multiple months at certain points, which contradicts XXXX XXXX XXXX stated policy of allowing only XXXX month of prepayment. This discrepancy suggests that XXXX XXXX may not have consistently applied its own payment rules. I was XXXX months ahead already- I did not agree to the loss of the paid ahead status. Consumer Financial Protection Bureau, case number : ( FM ) XXXX XXXX failure to advance the payment schedule due date is of grave importance. * The specifics I submitted were not addressed for the purpose intended both companies generating generic reiterations of its policies that did not deal with the facts of the situation or even address follow up new specific information submitted.

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