Consumer complaint received 2026-07-15 00:00:00
Product: Mortgage — FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Delays in the application process
Company: Freedom Mortgage Company
State: WA

Complaint narrative:
XXXX start XXXX XXXX left me 2 months behind XXXX XXXX XXXX and notarized Quit Claim DeeXXXX XXXX XXXX XXXX XXXX XXXX days before the property was set to go on public auction XXXX finalized, XXXX XXXX awarded the house/property. Listed as only owner with XXXX XXXX XXXX dismissed due to hardship XXXX Mitigation completed loan modification XXXXFreedom mortgage would not refinance or complete assumption of the house/property XXXX XXXX was laid off XXXX XXXX XXXX laid off again and XXXX XXXX months behind on the mortgage XXXX XXXX was hired by XXXX XXXX and resumed payments XXXX new loss mitigation application XXXX I called in about XXXX XXXX of Agency requested XXXX XXXX was told you wanted my child support explanation. I sent that in. XXXX received XXXX strange calls last week. XXXX XX/XX/XXXX from an agent who said they did not receive my email or information sent on XX/XX/XXXX. XXXX XX/XX/XXXX stating my loss mitigation application has been withdrawn and I needed to start over due to the fact that you were not informed of my State Benefits by XX/XX/XXXX. XXXX out new loss mitigation application XXXXFreedom Mortgage agreed my application was completed, and needed 30 days to make a decision. XXXX posted ( only ) to your website stating that I only qualified for a forbearance and NOT a loan modification claiming my unemployment was not resolved. XXXX called in at XXXX XXXX and was connected with XXXX XXXX XXXXXXXX, who told me XXXX loss mitigation ended on XX/XX/XXXX and that I failed to respond to the decision letter sent on XX/XX/XXXX. However, the letter states that if I make a payment before the due date of XX/XX/XXXX that it would be considered accepted. My last payment was on XX/XX/XXXX in the amount of {$1800.00} I was then XXXX XXXX to XXXXXXXX XXXX XXXXXXXX who told me my forbearance was in place till XX/XX/XXXX. XXXX explained that I could ONLY refinance to take XXXX XXXX off the mortgage. She transferred me to XXXXXXXX XXXX XXXXXXXX who said he was the first step in refinancing and transferred me to XXXXXXXX XXXX XXXX XXXXXXXX who told me that the only way to refinance was to complete the loan modification and have XXXX on time payments. She transferred me back to loss mitigation XXXXXXXX XXXX XXXX XXXXo told me that there were some rules for all mortgages before XXXX that would not make assumption allowed. I asked for a supervisor. I was transferred to XXXXXXXX XXXX XXXXXXXX who told me that she was escalating my loan to a supervisor in loss mitigation and it would take XXXX business days to hear back from the management team. I was then told that I needed to talk to sales about why Freedom did not Refinance me back in XXXX. XXXX transferred me to XXXX who said she has not ID and that my refinance request was withdrawn in XXXX to allow for rates to go down. That call ended at XXXX XXXX. XXXX into talk to XXXX # XXXX was connected to XXXX # XXXX who connected me to XXXX # XXXX who said there XXXX no response from Loss Mitigation. sent another message to the underwriters. XXXX online and found letter uploaded XX/XX/XXXX asking for more documents. I uploaded the documents onto the portal and emailed them. XXXX ; ; XXXX at XXXX talked to XXXX # XXXX who told me that there is an ask to update XXXX XXXX. Since there was no option to upload the document onto the portal he was going to email it to me. I have yet to receive that email. I printed, signed, and scanned in XXXX XXXX and have attached it here for your review. I tried to set up a payment for XX/XX/XXXX and was told that was not available. I will call back next week to set up that payment.

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