Consumer complaint received 2025-10-22 00:00:00
Product: Mortgage — VA mortgage
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: Freedom Mortgage Company
State: AR

Complaint narrative:
We bought our current house during XXXX. At that time, it was with XXXX XXXX XXXX. They ended up selling the note to Freedom Mortgage and we were not aware of this. Payments were still going to XXXX XXXX until we started getting the payments returned. Freedom Mortgage stated that they would not charge late fees because of this, so we got caught up with them. 

This never happened. because of the fees they would add after it every time we paid to catch it up. Then after XX/XX/year>, Which happens to also be the cutoff for XXXX, they want to foreclose and ONLY offer us to restructure loan doubling the payment or pay the amount with the extra fees in full. We have made over three attempts to do this. On the new traditional 40 year loan that is converted from the 30 year VA loan, No they always leave out these " EXTRA '' fees without explanation on what they are from or for. Once a Agent on the phone said they were inspection fees then she corrected herself and said service fees, and offered no explanation when asked. Following this, when I searched this item in regards to what fees can be charged, all the information on the other suites and cases against XXXX came up. They are stating that we are over 365 days behind on payments when we are not, and owing them over {$67000.00}. This has gone up since XXXX, we have contacted them multiple times asking for an itemized statement. The VA loan services has also requested this, and the info they sent him, did not include these fees, but the info they send me does, but does not explain the fees. it just says " FEES ''. Whoever we get on the phone, always tells us that they can not give us that. I know legally, they have too. One person said that it is stated in our papers, but it isnt. If you add up any of the numbers on our statements, it does not add up to the amount due, which currently is over {$67000.00}. 

Back in late XXXX, I believe, we called, and they said we could see what we are eligible for. They asked us questions over the phone and said it would be about 30 days until they get back with us. Once they did, we were not eligible for anything but a refinance. We are currently locked in at 2.5 % with payments of about {$3400.00} each month. With their refinance we are now at 7.5 % with payments about {$5400.00} each month. They sent a notary on XX/XX/XXXX to our house. We signed the papers at our kitchen table. The notary said that she would send them in right away. We went on vacation XXXX XXXX. When we got back home, there was a letter from them saying that they wouldnt accept our documents because they were sent in late. We were not responsible for sending them in. Their notary was. During this time, it was also stated by Freedom Mortgage that they were going forth with the foreclosure set on XXXX XXXX. We redid the eligibility forms again to halt the foreclosure. Got a response about another refinance because we arent eligible for anything else. Now after another attempt, it is XX/XX/year> now. 

A friend that does mortgage underwriting looked over our refinance papers and said DO NOT SIGN them and get a lawyer asap. One of the main reasons, is they are not following the guidelines for restructuring VA Loans priot to XXXX XXXX, and under XXXX. We are hoping to have someone help us deal with them in that matter and making our mortgage company produce an itemized statement ( fees explained ), escrow analysis, payoff request, and where the {$67000.00} comes into pay and is it accurate? When this is all done. We want to keep our 2.5 % and not do a refinance with them. We hope with us getting a lawyer involved and CFPB, in any way we can, that they will stop doing this to us and many others. I have found hundreds of suites filed against them and complaints recently due to this very thing.They are trying to force us into a 40 year conventional loan at 7.5 % by using the vary tactics that got them sued by the CFPB recently. I have also been in contact with an internal Employee, externally, that confirmed what i said about the time frame, XX/XX/XXXX ' and the XXXX and so on. They said this is what they are doing to ALLOT of other people as well. We are currently talking with a Law firm that is assembling a class action suit against them as well. They said they are using this tactic to get larger loans and to bring more capitol in.

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