Consumer complaint received 2018-09-20
Company: Freedom Mortgage Company
State: NC
Product: Mortgage
Sub-product: FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
After several harassing calls from Freedom to refinance my mortgage and due to my credit card debt, I finally decided to take them on their offer. I reached out to the number that was left on my voice message and spoke with XXXX XXXX XXXX on XX/XX/2018. XXXX represents himself as a loan advisor, according to his email. During the call with XXXX, I agreed to start the refi process and agreed to a credit report. XXXX pulled my credit report and quoted an interest rate that he guaranteed would be locked as long as I completed the paperwork within 24-48 hours, this is also confirmed in an e-mail I received from him. Since it was Friday, XXXX informed me and my husband that we had until Tuesday, XX/XX/2018. I reviewed the documents over the weekend and had questions so I decided to reach out to XXXX on XX/XX/2018. I left XXXX a voice message at around XXXX XXXX, and then sent an email reply to his message that pertained his request for documentation, at XXXX XXXX. After no response from XXXX, I waited until XX/XX/2018 and reached out again and did not receive a response so I spoke with another employee of Freedom.  The employee I spoke with sent an e-mail to XXXX and his supervisor. I IMMEDIATELY received a call from XXXX to explain he was really sick and he apologized for not returning my call. I proceeded to ask my questions concerning the document and was concerned that because it was Tuesday afternoon, the rate lock would not be guaranteed. XXXX informed me that the rate was locked so I didnt have to worry. I also had XXXX verify that he received my signed documents along with the requested W-2s and paystubs, which he responded he did receive the documents. XXXX informed me that the refi will take 30 days and he would be in touch, the call ended mutually. I left a voice message for XXXX on XX/XX/2018 because the 30 day timeframe quoted was approaching. I did not receive a return phone call. I sent an email on XX/XX/2018 requesting a status update and to also notify him that I keep getting paperwork from Freedom requesting me to refi and was confused since I was working with him. I did not receive an email nor call. I then called on XXXX Tuesday and because he didnt answer decided to opt out to speak to someone else. I spoke with XXXX explained my situation and asked to speak to XXXX supervisor. He informed me that XXXX nor his manager were in the office so I asked to leave a message for his supervisor. I left a message for a Mr. XXXX ( not sure of the spelling or pronunciation of the supervisors name ) and requested a return phone call. Did not receive a phone nor a message from neither parties. I am no longer interested with refinancing with Freedom mortgage. I feel like XXXX and Freedom Mortgage deceived me by informing me that the loan process would take 30 days. I also feel deceived in the fact that they led me to believe that I would be notified during the progress of the process. It is unfair and unjust to keep to pull my credit report which caused my score to drop and now I cant refi with another company due to this inquiry. I am requesting to have the credit report inquiry deleted and removed from my credit profile along with rescinding any obligation as it relates to the refi documentation I signed. I feel discriminated against because Im not refinancing for a higher amount that others may refinance for. I also feel like they used tactics to attract people but dont follow through on their promises. This is not responsible Fair Lending practices as required by law. I also wish to be remove from any marketing as it relates to Freedom Mortgage.

Company response to consumer: Closed with explanation