Consumer complaint received 2024-02-05
Company: Freedom Mortgage Company
State: ID
Product: Mortgage
Sub-product: VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage
Sub-issue: Delays in the application process

Complaint:
I would like to report Freedom Mortgage Corp. for attempting to deny a veteran their assumption benefit through intentional repeated delays. 

On XXXX XX/XX/XXXX I reached out to Freedom Mortgage Corp. via phone to start the loan assumption process. They sent me a form and gave me instructions to fill it out, which I did that same day and submitted to them. I was told it may take up to 30 days for that to be processed and they would reach out to me with the next steps. 

On XXXX XXXX XXXXXX/XX/XXXX I followed up via phone and was informed that there was an issue with the paperwork and nothing had been processed since XXXX XXXX. Neither myself nor the seller were notified of the paperwork issue. That issue was remedied the same day. 

On XXXX XX/XX/XXXX I followed up via phone to verify the process was moving forward, and was told to expect a follow up phone call. 

On XXXX XX/XX/XXXX, I had not received a follow-up call, so I called Freedom Mortgage and was scheduled for a phone call for more info on XXXX XX/XX/XXXX. 

On XXXX XX/XX/XXXX, I received a call from Freedom Mortgage to give initial financial information about myself in regards to purchasing the home and was told to expect a hard copy application packet in the mail. 

On XXXX XX/XX/XXXX, I had still not received anything via mail from Freedom Mortgage, so I followed up via phone call to check on the status of said packet. 

On XXXX XX/XX/XXXX, I finally received an application packet via mail from Freedom Mortgage after 58 days of initial request. 

On XXXX XX/XX/XXXX, I submitted the completed application packet along with requesting supporting documentation to Freedom Mortgage via XXXX overnight. 

On XXXX XX/XX/XXXX, I was assigned a loan processor, XXXX, who said " over the next few business days, I'll be going through your application that you submitted over to us and looking to see if we have a full package that we can submit over to underwriting for their review, or if we're missing documentation I'll definitely let you know what we need to get that completed. '' and " look for my email in the next few business days letting you know if we either have a full package or if we're missing something, what we do need. '' On XXXX XX/XX/XXXX, I had not received a phone call or email from XXXX, and reached out via phone to his direct line and left a voicemail requesting a return call. 

On XXXX XX/XX/XXXX, I still had not received any contact from XXXX, I called his direct line again, with no response. I then called the general customer service number and was assigned a new processor. 

While this process has not yet been completed, based on numerous other complaints for similar issues filed to the CFPB against Freedom Mortgage Corporation, they are intentionally delaying the assumption process for their own financial benefit to the detriment of veterans who have earned this benefit through great amounts of personal sacrifice.

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