Consumer complaint received 2022-03-14
Company: Freedom Mortgage Company
State: ME
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
My wife and I bought a home in XXXX, Maine in XXXX, XXXX. We obtained a mortgage from XXXX XXXX XXXX that was eventually taken over by XXXX Mortgage Company XXXX We have made all our mortgage payments on time over the last 5 years. After receiving numerous letters and emails from Freedom Mortgage inviting us to refinance our home mortgage with them, we decided to call them back. We were told that we could lower our interest rate from 3.375 % down to 2.125 % and save roughly {$20000.00} over the span of the remaining time on our 15 year mortgage. 

On XX/XX/XXXX we completed the application to refinance our home mortgage with XXXX. We were told it would take about 30 days to close on the refinance. We provided all the documents that were requested including paystubs, W2s, etc. My wife and I signed numerous documents along the way and continued to receive regular updates. 

Then we encountered a long delay waiting for the mortgage company to schedule an appraisal of our home. The appraisal was not done until XX/XX/XXXX. More than once we were told that the loan was conditionally approved. Due to the delays on the part of the mortgage company in scheduling the appraisal, we were told that the " rate lock '' was going to expire and that they would have it extended since the delay was not on our end. 

Thereafter, we were asked to resubmit our paystubs and additional documentation that had already been provided multiple times. In particular the mortgage company kept asking us to provide a XXXX` road maintenance agreement. '' I copied my full property title to them that contained a brief statement about the shared ownership of a portion of our driveway with a house neighboring our property. We did not have any further information to provide to them and this was explained ad nauseum. They also kept asking my wife to explain if she owned another property in California, which she didn't ( it was a home her mother previously owned prior to her death ). Despite us providing the all the requested information, we kept receiving requests from new " customer support advocates '' from the company requesting the same information over and over again. We continued to sign all the new loan documents that were sent to us for the next several months. 

The last communication I received was on XX/XX/XXXX once again asking us to resubmit our paystubs. I sent these documents on XX/XX/XXXX and have never heard anything back from them. I have called and emailed both the customer support advocate and the loan originator, but have not heard back for over a month. Today, out of frustration, I called the company to get an update on the status of our refinance and was told our file has been " closed '' due to not providing the paystubs XXXX road maintenance agreement, and statement about ownership of a property that we never owned. Again all of these items were sent to the company multiple times over the last 6 months! 

In short, Freedom Mortgage wasted over 6 months of our time and we missed out on the opportunity to refinance our mortage at a better rate. There was very poor communication from the loan company throughout the entire process and were asked numerous times to provide the same documents over and over again. This is particularly upsetting given that Freedom Mortgage is our current mortgage company and they reached out to us to refinance with them only to treat us so poorly and waste 6 month of our 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