Consumer complaint received 2025-12-22 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — Foreclosure
Company: Freedom Mortgage Company
State: GA

Complaint narrative:
I am submitting this complaint regarding mortgage servicing failures and improper foreclosure initiation by my servicer, Freedom Mortgage. 

I have been actively seeking loss mitigation assistance on my FHA-insured mortgage since XX/XX/year>. Over several months, Freedom Mortgage repeatedly requested documentation, hardship explanations, and signatures, all of which I provided by email, certified mail, and phone. I remained available for contact and responded timely at every stage. 

On XX/XX/year>, I submitted my hardship explanation and loss mitigation request by email and by certified mail to Freedom Mortgages Loss Mitigation Department. I have proof of delivery. On XX/XX/year>, I spoke with a Freedom Mortgage representative by phone and answered all questions related to my delinquency and application. 

Freedom Mortgage later claimed that additional questions were generated on XX/XX/year> and that foreclosure proceeded because I failed to respond. However, I never received any written, electronic, or phone notice requesting additional information on XX/XX/year>. 

My account is enrolled in paperless communications. After reviewing my online account correspondence history, there is no notice dated XX/XX/year> requesting additional information. There is no Missing Items letter, no correspondence, and no request reflected in my online portal for that date. 

I also did not receive any phone calls, text messages, emails, or mailed letters requesting additional information on XX/XX/year>. The questions Freedom Mortgage claims were unanswered were the same questions already addressed during my XX/XX/XXXX phone call. 

Additionally, I was verbally informed by Freedom Mortgage representatives that I was not permitted to submit documentation by email or written correspondence and that communication could only occur by phone. This directly contradicts written loss mitigation notices instructing borrowers to submit information by mail or email, and contradicts my documented written submissions that Freedom Mortgage received. 

Despite my documented responses and the absence of any XX/XX/XXXX notice, Freedom Mortgage closed my loss mitigation review on XX/XX/year> citing no response, which is factually incorrect. Shortly thereafter, my loan was referred to foreclosure. 

I was verbally told I needed to make three payments, but I was never provided written approval, written trial payment terms, or a written loss mitigation decision. I am now being told that I can not make payments because the loan is in foreclosure, while simultaneously being instructed to restart programs I have already been participating in since XX/XX/year>. 

This pattern reflects repeated delays, duplicative documentation requests, lack of written decisions, reliance on notices that were never delivered, and inaccurate servicing records. Underwriting has had since XX/XX/year> to complete review, yet foreclosure activity has proceeded without a proper loss mitigation determination. 

I believe Freedom Mortgage failed to properly acknowledge receipt of my loss mitigation application, failed to provide required written notices, failed to maintain accurate servicing records, and initiated foreclosure activity based on incorrect information.

Company response to consumer: Closed with explanation