Consumer complaint received 2025-10-13 00:00:00
Product: Mortgage — VA mortgage
Issue: Struggling to pay mortgage — An existing modification, forbearance plan, short sale, or other loss mitigation relief
Company: Freedom Mortgage Company
State: MD

Complaint narrative:
I am a Veteran with a VA loan through Freedom Mortgage ( who already has a bad history with your agency ). My VA forbearance was approved starting on XXXX XXXX for XXXX months. I wanted XXXX months but they steered me away from that assuring me the VA would approve 3 month extensions up to 12 months. This is subtle move # XXXX to XXXX people over hoping they fall for the XXXX months. Subtle move to # XXXX is the giving of bad information ( where voice recordings can not be retrieved to contest the bad information ) when you are advised to request the next 3 months. I was told to apply a week before the forbearance ended, which I did in XXXX on or around XXXX XXXX ( XXXX XXXX was the expiration ). They acknowledged my request, before my forbearance expired, on XXXX XXXX, but took until XXXX XXXX to officially approve -- - I was assured Veterans with VA loans, already in forbearance, this is supposed to be an automatic formality ( as the VA approves up to 12 months ). They NOW tell me I did not apply early enough ( before forbearance officially ended ), and that I shouldve applied at least XXXX weeks before it ended -- -which they can not provide proof to the contrary of what I was told previously, not to mention, I asked well before it expired. This is UNSAT for Veterans who obviously need approved forbearance to continue uninterrupted -- to both protect their credit, and take care of their families. By steering Veterans away from initially applying for the whole 12 months, or even 6 months, they adsvise XXXX hoping you will not request soon enough for their XXXX processing time to take you out of forbearance. Then they do what they did to me -- -report you as 120 days late, destroy your credit rating. Meanwhile, they approve me for XXXX XX/XX/XXXX XXXX trying to play the nice guy while regreatting you did not apply soone enough BEFORE the forbearance actually expired. Not to mention, they now say I owe XXXX since the forbearance plan ended, and the new one started. This is also bad information. I owe for 4 months in payments while in forbearance which is approximately XXXX. Some how they added a XXXX month as well. I was paid in full through XXXX. Forbearance started on XXXX XXXX ( through XXXX XXXX ). Even with these pricks playing a game the new forbearance started XXXX XXXX ( for which they should be fined to the hilt for playing this break in time ), that means I currently owe ( in forbearance ) payments in XXXX, XXXX, XXXX, and XXXX -- -which is 4 months, not XXXX! So are they now saying I owe for XXXX as well despite forbearance starting on XXXX XXXX? This is all around bad business and game playing causing me severe stress with my credit rating and finances for my family. I always did what they told me, and on time, and this is what I get as a law abiding retired Veteran. I also have all the documentation for this.

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