Consumer complaint received 2022-02-23
Company: Freedom Mortgage Company
State: NE
Product: Mortgage
Sub-product: VA mortgage
Issue: Closing on a mortgage

Complaint:
To Consumer Financial Protection Bureau : This is a description of my complaint and I have attached within this complaint my attempts to have it resolved fairly with the Mortgage Company involved Freedom Mortgage. By fairly I mean write the loan and waive my late payment fees for at least 2 months because it is indirectly their fault that my payments were late at all. I wrongfully placed my faith in the wrong mortgage company. Thank you ( see attached ) This is a copy of the complaint that I sent Freedom Mortgage. They responded to me thru a sales Mgr named of XXXX XXXX on XX/XX/XXXX, he apologized and said that they wanted to make things right what could he do. I said write the loan or what could he do? Our first contact was a 13 minute conversation with no agreement except to refund my appraisal fee and I mentioned two late fees that have been attached to my recent house payments. We agreed to take this matter up the next day giving him more time to review this complaint and see what else might be done. I was able to contact him the next day and continue our discussion and he stated there is nothing that could be done because since my initial contact with Freedom Mortgage my credit score had dropped some XXXX pts. It dropped those points because of the inadequate and incompetent actions of the personnel processing my loan. As a consequence of Freedom Mortgage 's actions I was forced to make a decision on whether I had faith in Freedom Mortgage 's word and process that I was qualified to obtain this mortgage and would do so. Unfortunately my faith was misplaced, time and time again my closing date was set 3 times & then cancelled. The excuse 's were always responded to in a timely manner and each and everyone resolved, yet no closing date was reestablished and not once in this entire timeline with the multitude of the personnel I interacted with was the fact my basement improving/refinished project was an issue. As a matter of fact that issue of my ongoing construction was put on the board of an issue from the very first moment this loan obtainment process began. I was assured time & time again thru the entire almost four month process " don '' t worry were going to get this loan closed ''. Finally I just gave up it became apparent to me that I was just having smoke blown at me. On XX/XX/XXXX, I received yet one more call requesting documentation that I had already sent two to three time depending on the request. I couldn't take any more time & effort with collective group of uncaring, incompetent, unqualified personnel one more syllable told them forget it you guys are idiots and I want nothing more to do with your messed up company. As a result of this whole fiasco my credit scorXXXX has dropped XXXX pts and my ability to qualify for a loan to purchase a candy bar has been severely damaged. I will recover from these financial setbacks but Freedom Mortgage should be made to fix their obviously broken loan approval process and subsequently be made to remedy a solution for my situation. Please help me and advise me to the extent of your complaint process 's scope of capability and or authority to find a resolution other than the refund my appraisal fee to me in this complaint process, the validity of my complaints and lead me/us to an amicable solution. 




XXXX XXXX XXXX XXXX Attachments Fri, XX/XX/XXXX, XXXX PM ( 5 days ago ) to XXXX XXXX XXXX XXXX Freedom Mortgage must feel like quite an accomplishment and from what I have read about you it was no easy task. A man with vision, A Maverick, relentless belief in service after the sale. A family man that has struggled to take care of those two boys. That's why I am hoping you will take a look my Re-Fi cash out mortgage contract that was not handled like I believe you would have handled it. 
In XX/XX/XXXX I logged in to my Freedom Mortgage account, ( Loan # XXXX ) and requested that I be contacted about a VA 100 % cash out Re-Fi with my current residence. I was contacted really quick by I assume your cold call/hot lead phone team. They transferred me to a mortgage banker who proceeded to identify himself as such and started my application. It was very detailed and quite complete ; he then went over a refi scenario paying off my current mortgage ( 30yr VA XXXX 2.25 % ) and a number of my other debts, recreating it as a new mortgage. My payment would of course go up, but a 3.75 % rate would be a much better rate over the long haul than the cumulative rates of the creditors to be paid off. I liked the proposal and saw it as a solution to finish my basement a little less financially painful. I had taken out two loans of {$40000.00} dollars feeling that I could finish my basement, get refinanced pay off the high interest loans and finally get the basement finished and at a fair price. I made certain that it was clear that I was doing the work and was concerned how that would be viewed in an appraisal. I was assured that would not be an issue. I agreed to pay for the appraisal and would refinance my car loan with XXXX XXXX XXXX XXXX to lower the payment from {$430.00} o {$300.00} dollars to have my debt ratio at an acceptable level ( 32 % ) I think was the target. I got off the phone and heard nothing back. I was surprised that things seemed to be swept under the rug with no professional response as had been my experience with your company in previous VA streamline refinances in the past. I was a bit embarrassed thinking I couldn't get qualified. Until XX/XX/XXXX, I was working on my basement and received a call from Freedom Mortgage and was again put thru to a Mortgage Banker by the name of XXXX XXXX. I told him what I have written above and share with you and XXXX was very apologetic and proceeded to retake my application information. I told him this had already been done and that I had refinanced the car loan and away we went. I again very specifically informed him that I was doing the basement work myself and wanted to be sure of how that would affect the appraisal process. I was assured not an issue. I paid the {$300.00} dollars, and the games began. The scheduling of the appraisal may never have happened except for me calling and asking about it every two or three days. Finally, someone at Freedom Mortgage gave me a phone number and a name so I could get the appraisal. I talked to an assigning agent that told me that yes, they do appraisals for Freedom Mortgage and were aware that I needed it scheduled but they would be calling me. He assured me that I would not be overlooked. I was contacted by XXXX XXXX XXXX and a date was scheduled. I informed the appraiser that I was actively working on my basement and wondered how that worked. She was a bit surprised but said that she would get in contact with Freedom Mortgage and get things worked out. She showed up did the appraisal, filed it with Freedom Mortgage and then a collective group of customer advocate 's, their supervisors did nothing but slowed down my application to a virtual standstill requesting the same documentation XXXX to 5 times. I would actually go over my packet with them and they found it time and time again. The only person of any competence was a lady by the name of ( Customer Advocate ) XXXX XXXX. Sh should run your company. You would probably become the largest Mortgage Banking firm ever. She was in disbelief at what a clusterfuck this had become. At one point a closing was scheduled I believe on the XXXX of XXXX at XXXX or XXXX, then I was asked if it was alright to make it XXXX p.m. I was ecstatic it got cancelled and they requested the same paperwork they were already in possession of. My rate lock was renewed twice and finally XX/XX/XXXX, I was contacted, and she started telling me I needed more of the same, I had it. I said forget it I couldn't believe what had just occurred. Currently I am getting my refi done and the Mortgage Banker asked, why didn't your refi get approved? I honestly didn't know, so I called XXXX XXXX and she said, " I couldn't believe it, it was not being approved because the work in the basement wasn't complete ''. I didn't know what to say XXXX XXXX as well as me knew that from the beginning of this application this had been made perfectly clear. 
I respectfully request that my appraisal fee be refunded and that my late fees for the past XXXX months be reversed, and that XXXX XXXX be in charge of making this happen. Also transfer my VA appraisal to XXXX ( See attached ) Respectfully Submitted, XXXX XXXX XXXX XXXX XXXX XXXX XXXX Mon, XX/XX/XXXX, XXXX AM ( 2 days ago ) to stan.middleman XXXX XXXX Middleman, I sent an e-mail to you on XX/XX/XXXX. However in reviewing that email I realized that it was not adequately explained why I mentioned the refinancing of my XXXX XXXX XXXX. I did so with the suggestion of your mortgage banker. He said that would pull my loan to debt ( % ) ratio to a more prefered result ( 32 % ) if I recall correctly. I did so ( Refinance ) and when ( XXXX XXXX XXXX ) XXXX XXXX XXXX called me. I let him know that I had lowered my car payment from {$430.00} to {$300.00} monthly payment as it was suggested to my by the first loan officer. I let XXXX XXXX know the loan was no longer with XXXX XXXX XXXX XXXX, but was at XXXX XXXX XXXX XXXX. He took down the relevant and necessary information and then called me back at least two to three more times to seek the exact same information. I hope that this letter helps clarify the first letters mentioning the refinance and clears up why the refi was mentioned. If anymore questions pop up please don't hesitate to call. 


Thanks A gain! 

XXXX XXXX XXXX XXXX ( XXXX ) XXXX

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