Consumer complaint received 2020-08-21
Company: Freedom Mortgage Company
State: FL
Product: Mortgage
Sub-product: VA mortgage
Issue: Closing on a mortgage

Complaint:
I am a XXXX Veteran with a rating of 100 % and I live in Florida. Freedom Mortgage is my current mortgage company. In the month of XXXX, around about or close to the date of XX/XX/XXXX of 2020, I contacted Freedom Mortgage. I contacted Freedom Mortgage requesting to do a Streamline Refi, due to mortgage interest rates dropping. My current interest rate is 3.25 % .The Loan Officer assigned to my account and who took my information is XXXX XXXX XXXX XXXX XXXX Well after provider Mr. XXXX took all the requested and needed information over the phone, I received as verbal approval with an interest of 2.50 %. 
While providing the need information to the loan officer assigned to work with me, Mr. XXXX, I explained that I was tax exempted due too my XXXX rating of 100 %. And due too my XXXX rating of 100 %, I am tax exempt within the state of Florida as added benefit. Once I received a copy of the Loan Disclosure information, the first thing I noticed is that interest is higher than quoted over the phone. The rate quoted was 2.50 % and instead the documents reflect 2.75 %. As I continued reviewing the documents, the next thing I noticed is errors throughout the loan paperwork which included tax errors, the cost of the balance of my home errors and the final loan calculation amount is higher that the original loan which has the monthly payment is higher. 
I immediately called Freedom Mortgage, attempting to get in contact with the Loan office but he ignored my calls and repeated emails, in my attempt to address the errors. So I called the main line and explained the situation to intake person, whom ended up transferring my call to another department. As I was speaking with some from the another department I pointing out the huge errors in number, which appeared to me as something to obvious as if intentional. The person on the phone agreed that the mistakes where huge. He then expressed that he doesn't see how this was added in and missed but that they would correct the errors and get me new documents. Later learned that this gentleman worked in the Loan Expedition Department. Well nothing ever came of and from the Loan Expedition Department except broken promises.

Unsatisfied on how this is going I called back to Freedom Mortgage complaining of the situation and this time I was given the name of the Loan Officer Supervisor. The loan officer supervisor last name is XXXX, Ms. XXXX, I am unable to recall her first name. Well I spoke with Ms. XXXX at least three ( 3 ) times and she made promise that she never delivered on. 
This Loan has been stuck in the process for greater than 50 days. And along the way other errors was discovered like a past due Escrow Analysis, Escrow Overage. I feel as if errors have been done in my previous with Streamline Refi with Freedom  Mortgage whereas I was over charged for loans. Also I feel as if they are purposely refusing to give me the lowest interest possible to me as consumer so that they can make more on commission as well more interest paid to the Freedom Mortgage.

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