Consumer complaint received 2020-11-13
Company: Freedom Mortgage Company
State: SC
Product: Mortgage
Sub-product: VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
On or about XX/XX/2020 I contacted Freedom Mortgage and spoke with Loan Officer XXXX XXXX. He sent me an application to fill out ( online ) and requested I also send him a copy of my last mortgage statement and my home owners insurance disclosure page. I did that. After he had collected that info he informed me that he would now be passing off the file to another individual ( XXXX ) in Processing and that I probably would NOT be hearing from him again and that he was also going to be out of the office until XX/XX/2020 because he was going to XXXX with his wife. XXXX contacted me via email and again asked me for the same two documents that I had already sent to XXXX. I informed XXXX that she should already have that info in the file since I had already sent it to XXXX. She said she would reach out to XXXX for it. I sent her back another email telling her that XXXX would be out of the office until XX/XX/XXXX and in order to expedite things that I would just include the copies of the documents she was requesting along with that email. About 5 days later XXXX emailed me and said that XXXX had not yet responded to her request. I sent her back another email asking her if she had checked her emails because I had sent her an email explaining about XXXX not being in the office and that I had also included the two copies of the documents she was requesting. She wrote me back later in the afternoon that " after sifting through my emails, I found yours '' and then thanked me for the documents. A couple of weeks went by and I had not heard a word from Freedom Mortgage so I emailed XXXX and asked what the status was on my refinance loan. She then informed me that there was a problem with my home owners insurance and that I was " under insured '' and that my current policy would not cover the loan amount of {$480000.00} and that she had reached out to my existing insurance company and had asked for new quotes to cover the loan. {$480000.00}???? My loan amount was for approximately {$140000.00}. I immediately email XXXX back and asked " what the XXXX are you talking about? My loan amount is only for {$140000.00} and I am insured for {$160000.00}. Later on that day she emailed me back stating that after going back through my file she found an " accounting error '' and now that it has been fixed she will send my loan to the underwriters. More time lost. Another week or more had passed and I had not heard anything else about my loan so this time I called XXXX and asked what the status was on my loan. She said " let me take a look into your file. '' She then informed me that the underwriters had issued a conditional approval meaning that I needed to clear up a problem with the name of my insurance company. After I explained that both names were the same company she send a " dispute '' to the underwriters and resubmitted my loan to them. Finally I received a phone call from the underwriters telling me that they were set to close and that I needed to download the closing disclosure statement and sign it and return it. At this time it should be noted that when I first filled out the application I requested that they use XXXX XXXX, Attorneys at Law located in XXXX, So. XXXX. On the closing disclosure statement I did see that I was being charged {$680.00} for their services and it was being included in the total amount to be financed. On the day that the underwriters called me for the closing date they informed me that they were dispatching a Notary to my house for the closing. I informed him that I had already made arrangements for my attorneys office to handle the closing and he said " oh, okay, if you want to do it that way ''. I was told that the closing would take place on Friday, XX/XX/2020 at XXXX XXXX. I called my attorneys office to confirm that an appointment had been made and they had no information about a closing for me. The attorneys office offered to call Freedom Mortgage and find out what was going on and get back to me. Freedom Mortgage then told me that my attorney 's office couldn't do the closing on Fri, XX/XX/2020 but could do it on Monday, XX/XX/2020. I agreed with that. This morning Freedom Mortgage called me and said that they needed to reschedule a new closing date. When I asked why they informed me because I had no closing date in my loan file. I explained to them that XXXX from Freedom Mortgage ( expedited unit ) had told me that the closing had been set for Monday, XX/XX/2020 at XXXX XXXX. I had called the Attorney 's office to confirm that and they had. Now Freedom Mortgage is saying that they have no knowledge of this. I am fed up with Freedom Mortgage. It appears as though the left hand does not know what the right hand is doing. As of today I instructed Freedom Mortgage to withdraw me application for a refinance loan with them due to the fact that they are extremely unprofessional, not efficient at all and seem to have a total lack of communications between departments.

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