Consumer complaint received 2020-11-03
Company: Freedom Mortgage Company
State: MN
Product: Mortgage
Sub-product: VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
My divorce was final on XX/XX/2020. My ex started the refinance process with Freedom Mortgage to remove me from old ( current ) mortgage and reduce his rate. 
On XX/XX/2020 received email from Freedom Mortgage Marketing Department stating that they were committed to closing new loan ASAP, nothing was needed at this time, but would be sure to contact him immediately should that change. 
On XX/XX/2020 he received same message. 
On XX/XX/2020 he received email from XXXX XXXX @ inspire closings regarding per divorce decree, new deed needs to be done and notarized copy needed for divorce payment affidavit On XX/XX/2020 XXXX sent an email asking for clarification of what they need. 
On XX/XX/2020 XXXX XXXX sent email with attachment with information needed. 
On XX/XX/2020 he received message from Freedom Mortgage Marketing Department that they have been trying to contact him, there are some things to discuss ASAP. 
There are many emails back and forth. And looking at the emails my ex has forwarded me, I now figured out what happened. 
XXXX starts refi under old account # that is our joint #. The account # he has paying the mortgage to since we started our divorce proceedings. 
Freedom Mortgage then also starts corresponding with him with the " new '' account number of the loan he will have as a single person. 
XXXX thinks he has been corresponding with Freedom Mortgage regarding the same account # so he's only been responding to those emails to HAS been corresponding. Freedom Mortgage closed the new refinanced account on XX/XX/2020 because he never responded to THOSE emails. 

Freedom Mortgage refinance system is corrupt. Why are there 2 accounts open at same time, asking for the same information with out referencing the other account #. Why do we have to supply the information twice for EACH account #? 
Every time we tried to call, we kept getting a different person, calls would go unanswered or go to an answering machine that is never listened too. They never returned phone calls when they stated ( except XXXX XXXX ) unless I made them tell me when they would return my call. The Market Department never made an attempt to call XXXX, they just sent an email saying they were trying to get ahold of him. 

Freedom Mortgage now says they still can not remove MY name from the mortgage because the refinance did not get completed. 
They are stating that we need to go through an Assumption process to see if the loan QUALIFIES to have my name removed and it will take 3 to 5 business days to even have the form emailed to me. 

It is my understanding that once a divorce is final, XXXX is not obligated to refinance to remove my name from the mortgage. We only need to file a quitclaim to take my name off the property. 

Freedom Mortgage is stating that they can NOT remove my name WITHOUT XXXX refinancing.

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