Consumer complaint received 2025-11-25 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Delays in the application process
Company: Freedom Mortgage Company
State: CO

Complaint narrative:
Summary of Complaint Against Freedom Mortgage Loan Assumption Process This complaint concerns Freedom Mortgages handling of a loan assumption request for loan, secured by the property.

I am the customer assuming the loan, and I have experienced nearly a full year of systemic delays, negligence, miscommunication, and repeated document mishandling by Freedom Mortgage. These failures appear to violate federal servicing standards and RESPA requirements for fair and timely loan processing. 

The assumption package submission to Freedom Mortgage was on XX/XX/XXXX and it is now 7 months later and XX/XX/XXXX as of today. 

Throughout this process, I have been forced to deal with a revolving door of representatives, initially XXXX XXXX, later XXXX XXXX, and now XXXX XXXX, none of whom have demonstrated even basic comprehension of my file or continuity between handoffs. Each new representative has restarted the review, lost documents that were previously submitted, and issued new or contradictory requests that make no logical sense. 

Their information is as follows : XXXX XXXX XXXX # XXXX XXXX XXXX XXXX # XXXX XXXX XXXX XXXX XXXX XXXX ( non-licensed support role ) XXXX XXXX XXXX XXXX XXXX ( non-licensed support role ) XX/XX/XXXX Missed Meeting by Assigned Representative : My scheduled assumption meeting with XXXX XXXX ( NMLS # XXXX ) was missed without notice. She later cited overbooking. This failure halted progress and set the process back weeks. She offered to start the process over after her personal vacation was completed, more than XXXX weeks from the originally scheduled date. 

XX/XX/XXXX Unannounced Restart : The assumption process was abruptly restarted around XX/XX/XXXX without warning, requiring all documents to be re-submitted. None of the materials provided earlier were retained or transferred. 

Miscalculated Debt-to-Income Ratios : Underwriters repeatedly produced false DTI ratios by counting property mortgages as debt while failing to include verified rental income offsets. I have requested a line-item breakdown multiple times ; none has been provided. 

Improper Exclusion of Verified Income : Freedom has refused to count documented business income. Instead, I have been asked for year-end paystubs that do not exist. 

Failure to Provide a Secure Upload Portal : Sensitive tax and financial data were repeatedly requested via unencrypted email. No secure upload system was ever provided despite multiple requests.

Arbitrary document requests : Freedom has repeatedly demanded irrelevant or impossible documentation, such as XXXX and XXXX year-end paystubs to verify nonexistent bonuses, despite me providing W-2s and current paystubs directly.

Failure to provide clarity : I have repeatedly requested a line-item DTI breakdown and written clarification of which properties and income sources are being used in underwriting. Freedom has refused to provide any transparent explanation or supporting documentation.

Excessive delay : The process has been stalled for months at a time with no communication. Freedom has failed to meet any reasonable standard of responsiveness, professionalism, or competence.

This has caused substantial financial and emotional distress, and wasted months of my time. I have complied with every request promptly, provided every possible piece of documentation, and yet Freedom Mortgage continues to move the goalposts. 

I am requesting that this file be immediately escalated to Freedom Mortgages executive leadership or senior underwriter management, and that CFPB conduct a full investigation into Freedoms assumption department for systemic delays, miscommunication, and consumer harm.

Finally, my last concern is around potential unequal treatment. Throughout this process, Freedom Mortgages handling of my file has been inconsistent, dismissive, and unusually prolonged compared with other similar loan assumptions.

Representatives have repeatedly disregarded complete financial documentation and applied arbitrary requirements not imposed on other applicants Im aware of.

While I can not confirm intent, the repeated disregard for clear evidence and the refusal to acknowledge properly documented income raises concern that my file has not been treated equitably or with the same level of diligence provided to other borrowers. I request that the CFPB review whether Freedom Mortgages assumption department is applying its underwriting and communication standards uniformly to all applicants.

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