Consumer complaint received 2024-01-18
Company: Freedom Mortgage Company
State: MT
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'm a veteran that is on contract to sell my home. I faxed the Assumption Request Form provided by Freedom Mortgage to their assumption department on XX/XX/XXXXXX/XX/XXXX that provided information about the buyers that would be assuming my VA mortgage. I was told by an assumption representative prior to this date that their assumption process takes XXXX days to complete. Based on this, the sales contract for my home had an early XX/XX/XXXX closing date. BetweenXX/XX/XXXX andXX/XX/XXXXXX/XX/XXXX, I called Freedom Mortgage at least XX/XX/XXXXtimes ( dates I documented are : XX/XX/XXXX andXX/XX/XXXX). In nearly all of these calls, the customer service representative would attempt to connect me to the assumption department that wouldn't pick up, and I would then be circulated back to a general customer representative that couldn't provide any information beyond " our assumption department is really busy. '' The representative would also place a request to the assumption department to call me back and promise the call back would happen within XXXX weeks. I recall only XX/XX/XXXXcall backs from the assumption department and they would reiterate how busy they are and they it takes XX/XX/XXXXdays to complete the process without being able to confirm any action had been taken or information about when the process would begin. At no point, could any representative tell me when the process would begin or why it was taking so long to begin. OnXX/XX/XXXXXX/XX/XXXX ( nearly XX/XX/XXXXdays after providing the Assumption Request Form ), I finally received an email from a loan officer stating the process would take XX/XX/XXXXmore days once the buyers submit their application. Of note here, the buyers communicated to my real estate agent that they had also attempted to start the process repeatedly since XX/XX/XXXXXX/XX/XXXX. I provided all requested information back to the Freedom Mortgage loan officer that same day ( XX/XX/XXXXXX/XX/XXXX ), which was acknowledge by the loan officer on XX/XX/XXXXIn thisXX/XX/XXXXXX/XX/XXXX email, the loan officer indicated it would take XX/XX/XXXXbusiness days for underwriting to provide conditional approval for the buyers. Given Freedom Mortgage 's delay in starting the assumption process, we had to sign an amended sales agreement to push back the closing date to the end of XX/XX/XXXX. I requested a status update from the loan officer on XX/XX/XXXXXX/XX/XXXX by email ( no response as of XX/XX/XXXXXX/XX/XXXX ) and the buyers told my real estate agent that they have not been notified on their application after multiple requests for information from the loan officer. We have provided Freedom Mortgage nearly XX/XX/XXXXmonths to complete a process their representatives indicated takesXX/XX/XXXX days, and I'm very concerned the sales transaction will fall through because of their delays and lack of communication.

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