Consumer complaint received 2025-05-25 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: Freedom Mortgage Company
State: DC

Complaint narrative:
b'Formal Complaint to the Federal Trade CommissionXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXFederal Trade CommissionXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXSubject: Formal Complaint Against Freedom Mortgage for Unethical, Deceptive Lending and Mortgage Practices\n\nDear Federal Trade Commission,\n\nI am writing to formally file a complaint against Freedom Mortgage for deceptive, unethical lending and mortgage practices related to the mishandling of a partial payment agreement that originated with XXXX XXXX, the previous mortgage loan servicer.\n\nWhile XXXX XXXX  was servicing my loan, I entered into a mutually agreed-upon partial payment plan. Under the terms of that agreement, all payments were made in full and on time. I have submitted both the official payment agreement and the corresponding bank statements to verify my compliance.\n\nUpon transferring my loan to Freedom Mortgage, the new servicer rejected the existing partial payment plan, claiming that payments were not made and that there was a break in the payment schedule. These statements are categorically false. Despite my efforts to present Freedom Mortgage with verifiable documentation, including the original payment agreement and bank records, they have continued disregarding the facts.\n\nAdditionally, I contacted XXXX XXXX, who confirmed that the payment plan was valid and should have been honored by Freedom Mortgage. They also stated that Freedom Mortgage needed to request the documentation directly, which I understand has not been done.\n\nFreedom Mortgage has not only refused to recognize the valid payment plan but also sent a representative to my home with a letter falsely stating that they could not contact me. This is particularly troubling, as I have made numerous documented attempts to contact their offices regarding the welcome letter I never received, and to inquire about honoring the existing payment plan and setting up new payments.\n\nTheir continued negligence and misrepresentation are not only unjust but have caused me significant emotional distress. Their actions have resulted in undue harassment, fear of unjust foreclosure, and embarrassment. Their practices demonstrate a willful intent to mislead and undermine consumers to force them out of their homes.\n\nI respectfully request that the Federal Trade Commission investigate this matter thoroughly. Furthermore, I am seeking restitution for the pain, suffering, embarrassment, and emotional harm caused by Freedom Mortgages unethical and deceptive behavior. I am also seeking this mortgage loan to be refinanced by the underwriting department to a payment of $3000.00 per month with a 25-year payment plan. \n\nThank you for your attention to this serious matter. I am happy to provide any additional documentation or information to support this complaint.XXXX XXXX XXXX

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