Consumer complaint received 2020-08-27
Company: Freedom Mortgage Company
State: TX
Product: Mortgage
Sub-product: VA mortgage
Issue: Closing on a mortgage

Complaint:
On XX/XX/XXXX we received notification via email that our home is South Dakota was going to closing on XX/XX/XXXX. Title company told us that they have been attempting to reach out to Freedom mortgage and have yet to receive anything back from them regarding the payoff information. Around XXXX my husband contacted them and they said to request online, but it had to be the title company as we came to find out. 
On XX/XX/XXXX - We did not call this date as we were informed the documents should be received. 

XX/XX/XXXX : received email from closing company that the documents were not received.We called multitple times and my husband had to give permission to speak on behalf of the account. We explained we were selling the house, and then they kept asking about refinancing. Seriously?? The Customer Service Representative said the expedited request was sent off and it will be sent to the title company when done. I hung up on the phone, but something sounded off about this. 

I called back and had my husband call in to give me permission and was sent to department to department to department. Finally a gentleman did assist and explained they received the request on XX/XX/XXXX. and it takes 72 hours. Our title company stated it was sent in before that date, so lets say XXXX.He submits another request to expedite, and said we should be good to go. We should see something late today early tomorrow. 

XX/XX/XXXX : Did not see a document - We called again today ( XXXX ) and he was transferred all the way around, hung up on twice, and received a robo voicemail machine. That's awesome! Finally gets someone and they said do it online and at this point, okay we have to go to closing. Website says it takes 30 min to 1 hr to process and will be available. It turns out our expedited requests were denied both times. They were not even going to tell us! Okay fine we will do the request online. 
One hour later we check and Guess what? Not available! 3 hours later we were told well I can see it so its there, but we can not see the document on our account side. He said wait until XXXX and if its not there, call back. Prior to the payoff request he said " we have not received your third party request. '' At this point I am upset and frustrated, so is my husband. I said " well considering the CSR yesterday said it was there, so how about you tell me where its at. I'm sorry that is unacceptable. We Call back again and finally a CSR states that I can see it, but it has to be requested to send to the email account on file. Time is ticking : Needless to say we received the document, but IT WAS THE ONE WE REQUESTED - NOT THE TITLE COMPANY 's request. 

Selling a home should not be this difficult! 

The true reason why they did not want to cooperate is XXXX XXXX sold Freedom Mortgage the loan. We informed Freedom were were selling the home. They kept calling about refinancing our home- reminded we are selling the home. We have never dealt with a company like this in our life! My wife did get upset because she was told a different thing every time and she was short, but one must understand that she is XXXX  and knowing the information is very important. IF someone can not relay the information-they should not work there. Secondly, there was a risk our house would not close on time and the lack of understanding from this company is garbage. At Least XXXX XXXX can get you answers! Had my wife not told them we were filing a complaint with the CFPB, this would had dragged on longer! They did not make any money on our loan and were not inclined to treat us their customer with the satisfaction that one would expect from a loan company. I guarantee there are more individuals that are nightmare with this company and their practices are not appropriate.

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