Consumer complaint received 2023-12-18
Company: Freedom Mortgage Company
State: FL
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage
Sub-issue: Trying to communicate with the company to fix an issue with the application process

Complaint:
This complaint is being made against Freedom Mortgage Corporation for the Assumption Department. My Loan # XXXX. I have contacted them to change my name from " XXXX '' to " XXXX '' but they have not made any changes. In XX/XX/2023 my husband ( at that time ) and I contacted Freedom Mortgage Corporation to gather information on options for him to take over the loan as we were going through a divorce, and I was the sole individual on the mortgage. The gentleman explained that my husband needed to make ( 6 ) on time mortgage payments from a bank account that only he is on. In order to show proof, he can make the payments ( he has been making on time payments for a year. ) XX/XX/2023, I received a letter from Freedom Mortage acknowledging I contacted them about an Assumption of the loan request along with the application. We completed this and a Quit Claim with his attorney. Our divorce was final in XX/XX/2023. 

XX/XX/XXXX, I contacted Freedom Mortgage for an update. They claimed the initial paperwork by the divorce attorney was completed wrong. Freedom Mortgage Never made contact with us to advice this. This day I emailed them at XXXX XXXX XXXX at their direction with the divorce papers. They sent me a letter dated XX/XX/2023, acknowledging their receival and they will review it. On XX/XX/XXXX, I contacted them as a Follow-Up at XXXX. They said it would take about ( 2 ) weeks to update and they did receive the corrected form. 

Then the 90 days process begins. I have reached out to them about three different times since then as an additional Follow-Up. I received another letter from them dated XX/XX/2023, this was also about the same time I reached out to them for an update, and they were not friendly and insisted that they have 90 days to review this. 

Each time I am told No Updates only they have 90 days to process this request. Saturday, I received and email and envelope in the mail. They sent me another ( 3rd time ) application for the Assumption Request. I contacted them today at XXXX and spoke to a " XXXX. '' I advised I needed to speak to a supervisor because there is an ongoing problem with their department losing my application/forms and it has been a year now. She insisted on keeping me on the line and refused to connect me to a supervisor. She also could not locate my paperwork. It was important to her to lecture me about the difference between sending an email request vs fax. She also advised me the 90 days does not begin until my X-husbands application process starts. That has been done. I explained multiple times to her that on XX/XX/XXXX her department confirmed they received my paperwork. Also, in the beginning of XXXX her department confirmed they have it and have 90 days to respond. " XXXX '' suddenly located my paperwork in the " XXXX XXXX '' of the documents. Whatever That Means! She then says I see your court papers are the XXXX XXXX XXXX XXXX XXXX. She clearly can not read or understand what she is looking at! That is the company my X-Husband and I are employed by it has nothing to do with this application. I failure to understand why Freedom Mortgage Assumption department can not maintain my file or proper updates. 

Each person I am transferred to knows less than the previous employee did. They each give contradicting information and have been less than empathetic to this whole experience. It makes no difference to me if they approve the application or not. I simply need a letter stating one or the other in order for my X-Husband and I to know what the next move is. There is clearly something wrong with the way the Assumption department is run and organized. I certainly regret not maintaining a better timeline of dates, times and names of what each person said to me because I could have been more detailed in this frustrating experience. 

When I log into the consumer portal all I can see is my mortgage payment paid, there is nothing about my application or updates. As long as I am sharing, I also can not buy another home, move back to this property or find a place to live and start my life over because my credit is tied up with this process. If Freedom Mortgage Company failures to comply with your direction I will be seeking council and plan to take Freedom Mortgage to Civil Court. Thank You for your time.

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