Consumer complaint received 2020-06-25
Company: Freedom Mortgage Company
State: MN
Product: Mortgage
Sub-product: VA mortgage
Issue: Closing on a mortgage

Complaint:
I had a closing date scheduled at the beginning of XXXX. Closing date and time got canceled without notification. I show up to my closing while on XXXX  XXXX XXXX for civil disturbance to find out no one was present. I called and rescheduled for a week later. Showed up for my closing and got a message from the notary saying documents have not been received and have to cancel 10 min before closing time. Rescheduled for a 3rd time for the following week. Got a message from the notary saying document have not been received. Called Freedom Mortgage and verified documentation has been sent. Notary said he or she would be available that evening. I said XXXX as its on m way to work. I got a reply stating it was canceled again. Rescheduled for the next day with the same result, no documentation received. Rescheduled for this last week on XX/XX/2020 after giving the Mortgage Company yet another week to get their act figured out. Showed up for my closing Its no contact from the notary as told I would receive. I called Freedom Mortgage and asked what is the problem and why am I not being notified of anything or changes to the closing date and time. They said there was need for a divorce decree in order to close. They also said they didnt understand why this got cancelled considering my ex wife would be at the closing to sign her name off the title on a Quit Claim Deed. Yet none of this was communicated to me until I showed up to all 4 of my closing dates they set a time for, and until less than 10 min before to 10 min after closing time when I had to reach out. I was also told to cancel my ACH withdrawal. When I was told this, it was the day before my mortgage was supposed to draft. I was not advised I had to do this 3 to 5 days ahead of time. I was told my mortgage payment would not be coming out of my account any longer. This was false as XXXX was drafted out of my account the very next day. Now I am told I have to tell the notary to make sure I get the XXXX back as a refund into my account or a credit in my next payment. 

Dealing with Freedom Mortgage and who ever they choose to use as a notary to close Mortgages has been the worst experience Ive dealt with. This is not the first time these problem arise with Freedom Mortgage. I have refinanced 2 other times and had similar issues. Only the issues had to do with them telling me I would keep my current term and ily lower my interest rate. When they actually reset my term back to 360 months, just like they did this time as well. So each time I have been promised certain things that have never happened other than a lower interest rate. So my term gets reset to 360 months and I have to deal with incompetence from Freedom Mortgage and their notaries to get anything accomplished. 

I need an immediate resolution as of yesterday. I am leaving for California for military service until XX/XX/XXXX. I will not be available to sign documents to close this loan. This loan is already funded at the lower interest rate so they have told me. I have advised them, until I see the closing documents in person and sign them, I am not making a mortgage payment as I am unable to guarantee which loan it will get applied to and if Ill have to deal with those problems as well. 

I called Freedom Mortgage on XX/XX/2020 to find the loan number so I can file this complaint. All correspondence for this complaint are register to the loan number given. I have also been told that XXXX is almost up and my mortgage payment has not been made, on their advisement nearly a month ago when my first closing was supposed to take place. Now being told I need to make that payment or it will hit my credit report as a late payment. This would not be an issue if their scheduling and closing departments were able to communicate issues with my closing. So I should not be held liable for their mistakes. If this loan was closed a month ago like originally planned, Id still be in track for my XXXX payment without further damage to my credit report.

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