Consumer complaint received 2019-10-28
Company: Freedom Mortgage Company
State: TN
Product: Mortgage
Sub-product: FHA mortgage
Issue: Closing on a mortgage

Complaint:
I was contacted by Freedom Mortgage on XX/XX/2019 by XXXX XXXX asking if I would be interested in reducing my interest rate on my current mortgage with them at no cost to me that Freedom Mortgage would be paying for everything that the only thing I would have to bring to the table was FHA upfront mortgage premium. After our discussion she sent me loan disclosures. She asked that I send her back a copy of a utility bill. I sent the information that afternoon and then called back on XX/XX/XXXX to verify she received everything. She said she did and I had several questions about the information. She at that time in fact said that after running the numbers while we were on the phone the loan would not have enough time to close in XXXX so I would be able to skip both XXXX and XXXX mortgage payments because it would close toward the middle to end of XXXX. I was thrilled especially since the holidays were coming up so I agreed to move forward. That is where the issue happened. After a week and 1/2 I had not heard anything so I called to check on the status. I was told not to worry they were working on it. I asked to have XXXX call me and left a message. She did not call back. I then sent an email. I did not hear back. I then got information via email on XX/XX/XXXX from XXXX XXXX telling me they were working on my information and if I needed anything to contact her. I emailed back because it said to stay current with my payments during this process and I asked about what to do about my XXXX mortgage that I wanted to make sure it would not count against me and XXXX emailed back on XXXX XXXX and said to make sure to continue to make my mortgage payments until I hear back. I then picked up the phone to call her and got her voicemail. I told her that concerned me because I was told I would get to skip my XXXX and XXXX payment to please have XXXX XXXX call me back to explain or could she call me. Again no return call from either one of them. I sent emails to both as well with no response. I then got an email on XX/XX/XXXX with closing documents. When I looked through the documents I was dumbfounded because not only was the amount I was to bring at closing doubled but also the closing date was within a week. I was told we would not close until the middle of XXXX and that is why I would be able to skip XXXX and XXXX mortgage. I emailed XXXX and XXXX and left another message for both. Still no response. I have left 3 additional messages for both ladies with no response to any of the phone messages or emails. I then called and asked for a manager. Last Thursday I spoke with a manager who said he would look into it and call me back Friday. It is now Monday evening and still no return call. I have called and asked for a manager and keep getting a voicemail of someone different each time. I left messages now for both girls managers and have been on the phone over an hour to speak with the escalation team and no one has picked up. This is absolutely ridiculous and I think they are attempting to try and churn loans.

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