Consumer complaint received 2020-09-29
Company: Freedom Mortgage Company
State: NY
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
Avoid this company at all cost! They have the worse representatives/ customer service. 



My son and I are in the process of purchasing a property, this is our first business venture together. Unfortunately, we went with Freedom Mortgage because they seemed like a legitimate and reliable company. HOWEVER, after providing all of our personal information i.e. social security number, yearly income etc. we were preapproved and this is when the NIGHTMARE started. 



Once preapproved a customer would normally receive a preapproval letter to shop. This was not the case. XXXX XXXX the loan officer made us jump through hoops to receive the letter. He requested additional documents - information usually needed when a property is under contract and when a client is dealing with an underwriter. I mean he requested everything other than the kitchen sink. Last 3 years tax returns, a letter from employer, current mortgage statements, bank statements- the list goes on, so it delayed the process and put us at risk of not having the information needed in time to put in an offer on a property that we already had our eyes on. I had no other option but to  contact XXXX 's supervisor XXXX XXXX for HELP. 



After speaking to XXXX XXXX and explaining this unnecessary stumbling block to him, he agreed that the preapproval letter should be granted and we received the letter instantly. I went on to tell XXXX XXXX that we no longer wanted to deal with XXXX XXXX going forward and asked if he could assign someone else to us and he said he would. 



Fast forward ... We found a property and put in an offer- It was accepted -we were happy ... Everything seemed to be working as planned. We contacted Freedom Mortgage and was told that XXXX XXXX was still our loan officer. Ok, we figured we already had an issue in the beginning, maybe we can work together and the customer/representative relationship would be improved- this could possibly give XXXX XXXX the opportunity to redeem himself. NOPE! 

We informed XXXX XXXX that we found a property and got an accepted offer. XXXX XXXX then went one to say that the initial rate he gave us under the preapproval increased from 3.5 % to the mid 4 %. ( Round about percentage. ) We said ok, and just decided to continue with the process. We gave XXXX XXXX all the requested/required documents and waited, and waited, and waited. We emailed him several times, called him several times to no avail. We got NOTHING, but an automated response staying that he was out of the office. Then finally we received an email from a XXXX XXXX who stated that she needed all of our documents again because she did not have them. 

All I was thinking was, who is XXXX XXXX? I thought maybe XXXX XXXX acknowledge our initial request and changed our representative. I mean, we never received an introductory phone call- nothing. Just a woman emailing us stating that she needed our paperwork. The same paperwork we provided XXXX XXXX. I had to look at the closing of XXXX XXXX email to obtain her title- Loan Processor. 



I could not believe that I had to resubmit all of my documents again. I called XXXX XXXX repeatedly, but she never answered my calls. I emailed her and told her that we gave XXXX XXXX everything and I got nothing in response. 



I had to contact XXXX XXXX again, and ask him to assist me with the issues we were having with this company. It is now XX/XX/2020. I am waiting to hear from XXXX XXXX. The Title Company that Im working with is waiting to hear from someone at Freedom Mortgage to let them know when the expected closing date is BECAUSE they have tried to reach out to Freedom Mortgage as well and got NOTHING. This in turn caused a delay in the original closing date and now an extension has been put in place. We have not heard from anyone at this company. The only response we received was an automated email. 

The company slogan states As a customer of Freedom Mortgage, you deserve outstanding service 100 % of the time. This is far from true! I understand that people are buying, refinancing and completing all sorts of mortgage applications during this time. However, all it takes is simple communication answer the phone. Respect people documents and time. This is experience was unwarranted. I hope and pray that we close on this loan ASAP. I feel like reporting my experience to the XXXX   was my only recourse. This process was also time consuming and annoying. Hopefully after reading this review you will take the necessary precaution before choosing Freedom Mortgage as a mortgage provider. SHOP AROUND

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