Consumer complaint received 2022-02-07
Company: Freedom Mortgage Company
State: MO
Product: Mortgage
Sub-product: FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
I started my process to refinance with Freedom Mortgage with the option of cash out XX/XX/XXXX. I was told that this process could take up to 45 days to complete and to stay current with my mortgage payments and not to apply for any new credit. I was prompt in submitting any documents that were requested from me through out this process. Once I submitted my initial paperwork, everything was transferred from my loan officer to a customer care specialist. This young lady 's communication has been poor from the beginning. The only way I was able to get an update or told if more documentation was needed from me was when I called in to check myself. All communication has been initiated by me. There was a time when she was out sick and I was unable to reach at all. My loan officer has tried to get updates and share them with me whenever I reached out to him. I have been asked for my tax information at least 3 times. Verification of employment was needed from my previous employee as well as my current. I am still confused as to why. The appraiser had to come to my home twice because pictures of my attic was needed. The second time he came, I had to find the number and reschedule the visit XX/XX/XXXX. I was told that this was all that was needed. They claimed to not be able to reach the HR dept for the VOE of my previous employee. When asked to provide a contact, I obliged them but them never took the initiative to reach out. I took it upon myself to contact them so that they could submit documentation. At this time this was allegedly the only thing needed to go to final underwriting. That was submitted on XX/XX/XXXX. It is now XX/XX/XXXX and my file is still sitting and waiting for final review. As I stated before all of the extra documentation/red tape that I had to go through was never communicated to me until I called and asked questions. I did all of the legwork on this refinance and submitted every single thing that was asked and I STILL have not closed. It has been over 60 days. No one has been able to give a direct answer on a closing date or when my file will be review for final underwriting. I was under the impression that it was in underwriting and that is why all of this other documentation was requested. It has not even reached underwriting yet to be finalized. I feel like I have been given the run around through this entire process. Managers and customer care specialist do not return emails or phone calls in a timely manner if at all. There have been two kind individuals ( buffers ) throughout this whole process, but it seems that all they can offer is to send emails on my behalf. 
Furthermore, this is not my first time refinancing with Freedom Mortgage. My first time was a smooth and seamless process, but this time has been beyond frustrating. Again as of XX/XX/XXXX, I still have not closed on my refinance. 

Tentative Closing date : XX/XX/XXXX XXXX appraisal XX/XX/XXXX Asked to increase home owner 's insurance XX/XX/XXXX 1st appraisal complete XX/XX/XXXX 1st appraisal request property access XX/XX/XXXX Refinance began XX/XX/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