Consumer complaint received 2020-10-21
Company: Freedom Mortgage Company
State: TX
Product: Mortgage
Sub-product: VA mortgage
Issue: Closing on a mortgage

Complaint:
In XX/XX/2020 my husband and I started shopping around for the best qualified lender to conduct a VA IRRL refi loan. 

In XX/XX/2020, I went online and submitted an application for refinance loan. 

On XX/XX/2020 I received a phone call from XXXX " XXXX '' XXXX of Freedom Mortgage to complete an over the phone questionnaire for VA IRRRL refi loan and later submit requested documents for the loan application approval. I informed XXXX that I was interested in a mortgage lender that would maintain the life of the loan as part of our decision to consider Freedom Mortgage. I also informed XXXX that we were currently going through XXXX XXXX, but was not happy with their lack of transparency, dual application process, and lack of response time and failure to keep up abreast of our loan status. I requested the loan with XXXX be cancelled and submitted a new application with Freedom Mortgage. 

On XXXX XX/XX/2020 I sent an email addressing concerns with the loan application. I was informed that the loan application was simply an " intent to apply '' and was needed before they could determine if we qualified for a refi loan. I asked several questions of XXXX that he could not answer ( i.e. use of same credit report since the first was conducted 3 days prior, use of same credit agency to avoid more than one credit check affecting our credit score, assistance with cancelling, transferring and submitting the loan through Freedom Mortgage and if an escrow account was mandatory from the lender if we are 100 % exempt from property taxes and paid our home owners insurance automatically through the same bank we have had for over 20 years. ) XXXX informed me that he would check with his supervisor and get back in touch with me ASAP, which he failed to do. 

Over the next two weeks I tried contacting XXXX several times to obtain answers with no response. 

On XXXX XX/XX/2020 I received an email from XXXX XXXX ( Customer Advocate ) requesting personal information. 

On or about XXXX XX/XX/2020 I called and left several voice messages requesting XXXX contact me to address my concerns and to verify who XXXX was in loan process. During a very brief message, XXXX still refused to address my concerns, stating again he would get back in touch with me soon and that XXXX was now my point of contact moving forward. 

On XXXX XX/XX/2020, I responded to XXXX 's request to verify personal information, and then proceeded to reach out to her for assistance with my concerns. 

On XXXX XX/XX/2020 XXXX and I spoke on several occasions addressing my concerns, reviewing the status of my file with her supervisor, and answering my questions to changing the title company to one of my choice and apologizing for the inconvenience I experienced. 
XXXX and her supervisor were refreshing to work with and regained my faith in the refinance process my availing themselves to help resolve the refinance process! 

XXXX XX/XX/2020 I received a call from the scheduling department to meet with a notary on XXXX XX/XX/2020. I was informed that the title company was incorrect and therefore had not reflected the changes discussed with XXXX and her supervisor. I cancelled the notary closing appointment and again reached out to XXXX to confirm corrections. She and her supervisor agreed to expedite the file and later informed me the loan was ready for closing but would be delayed two additional weeks if I disagreed with moving forward or changing the title company. I inquired if the escrow account was mandatory and was informed that it would be waived. 

On XXXX XX/XX/2020 ( 4 weeks later ) XXXX contacted me by phone to inquire of my concerns, I was unable to discuss them at the time and informed him that I would give me a call back at my convenience. 

On XXXX XX/XX/2020 I contacted XXXX and left yet another message to discuss my concerns and disappointment in his failure to respond to my many attempts to address my concerns, he called and sounded frustrated. He stated, " I am not going over the entire loan estimate sheet with you, if you have questions about something in particular I will go over that but I am not wasting time going over the entire sheet with you. '' I calmly expressed my concerns and suggested someone else assist me since he verbally expressed frustration and irritation. He asked if I had any specific questions. I informed him that I had concerns about the loan estimate sheet due to the figures listed not reflecting changes discussed with XXXX. I inquired if he had spoken with XXXX about the updates and he sounded as if he was becoming aggravated with my comments and questions. XXXX became rude and unprofessional throughout the conversation so I tried to calm him down by suggesting I speak with someone who could kindly go over the details of the loan with me, I suggested we no longer work together and requested his supervisors name and number for assistance. He immediately refused to provide me the name and phone number for his supervisor then hung up the phone on me! I immediately started drafting an email to XXXX to request he be removed from the loan and explain what occurred. Within minutes XXXX called back to apologize for his unprofessionalism. I thanked him and accepted his apology and again suggested it was best for us not to continue the work relationship and to have someone assist me with the loan process. XXXX later sent me an email apologizing for his unprofessionalism along with his supervisor 's email. 

On XXXX XX/XX/2020 as I was drafting an email to XXXX requesting XXXX be removed from my refinance loan application. I received a phone call from XXXX  XXXX XXXX XXXX XXXX 's supervisor ) apologizing on behalf of XXXX and requesting to go over the loan estimate with me. He informed me that corrections to the loan estimate would be resolved and wanted to address my other concerns. I informed him that XXXX and her supervisor were very helpful in addressing my concerns, and resolving my issues. Al stated he was the manager and wanted to know what the issues were. I politely informed him that I was requesting XXXX " XXXX '' XXXX be removed from my loan application due to his unprofessionalism. Al began patronizing me and justifying XXXX 's behavior. I again requested XXXX be removed from my loan application and to receive the assistance of someone else. Al 's conversation went from condescending to forcefully requesting to know who had provided support during the weeks that XXXX refused to respond to my voice messages, and to reiterate Freedom Mortgage policy on an potential escrow account and discounted my others concerns. I nervously ended the call and contacted the Veterans Administration Benefits office to discuss my concerns. I was advised to call Mr. XXXX  XXXX back and request his identification number, position title as well as his supervisor 's name and number. I called back and recorded my second conversation with Al refusing to provide the information I requested. I informed him that I felt he was trying to compel me to provide information that had already been resolved so as to avoid processing my loan, causing additional weeks of delay, and to reverse the escrow waiver that was promised. Mr. XXXX stated he had supervision and oversight of the personnel I had been in communication with and would have XXXX or her supervisor contact me with updates on my refinance. 

On XXXX XXXX my last conversation with Mr. Al XXXX has left me without a point of contact to address my concerns, no communication from AL, XXXX or XXXX 's supervisor ( Al made it very clear that he was going to address XXXX and her supervisor on what he considered " incorrect procedures '' but discounted the lack of professionalism and demeanor demonstrated by XXXX XXXX XXXX. 
XXXX Al also stated the information would be used to train is office on the policies do 's and don'ts but never addressed the resolution of replacing thee loan officer or completing my refinance. ) Al used forceful tactics to implore me to say XXXX and her supervisor " promised '' me something that was not authorized stating he needed to hear me say certain words in order to get to the bottom of my concerns without ever addressing the concerns. I suggested he listen to the recorded calls and asked if he had spoken with XXXX all of which he denied and stated he didn't have time to go through every email or call concerning issues. 
Al 's conversation was very unsettling and dismissive from a supervisor seeking resolution for a potential client. I have left several voice messages for Al and XXXX as well as sent another email to XXXX requesting updates with no response. 

XXXX XXXX sent email to XXXX requesting update status of loan without a response. I continued to call and leave voice messages but receive no correspondence. 

On XXXX XX/XX/2020 I received an email from XXXX XXXX XXXX unsure of her position ) providing the same information I was given on XXXX XXXX when I spoke with XXXX XXXX. I called XXXX requesting a phone call to discuss my loan application status and other concerns and did not receive a response On XXXX XX/XX/2020 MsXXXX XXXX responded again by email and I again called her requesting she please give me a call to discuss my loan application and have yet to receive a call back. 

On XXXX XXXX I sent an email to XXXX XXXX request an update on the status of my loan and have not received a response. 

Meanwhile I made several calls and inquiries with other loan officers and call center agents requesting assistance with resolving the status of my loan. Once they verify the loan number my inquiry leads to unreturned calls, unanswered emails and voice messages and failure to assist with the processing of the loan or an updated status of the loan.

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