Consumer complaint received 2020-11-09
Company: Freedom Mortgage Company
State: GA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
XXXXstarted refinance process with Freedom Mortgage ( lien holder of current mortgage - est savings XXXXmonth ). Provided paystubs. 
XXXXinformed by lender that app was in underwriting. 
XXXX-received LOE for my previous address and my mother 's home. Provided same day XXXXXXXX-new estimated saving down to $ XXXXmonth. asked for explanation why the drop. 
XXXX-I determined I was being charged double for items already in escrow and being paid by current mortgage. Lender determined it was a " mix up '' and savings would be $ XXXXmonth. Did NOT receive any documents to sign indicating $ XXXXmonth savings only indication was via email. Lender never gave further explanation on how this happened. 
XX/XX/XXXX - cancelled refinance as never received documents to sign showing $ XXXX/month savings. 
XX/XX/XXXX - called and complained as never heard reason for " mix up '' which would have cost me money in long run had refinance completed. was told rates lower, savings now $ XXXXmonth. 
XXXXProvided current paystubs as that was what manager told me was needed to get this back on track. Received notification from manager paystubs received. 
XXXX-received request to esign XXXXesigned docs XXXXreceited LOE for previous address. provided again even though it was provided back on XX/XX/XXXX. 
XXXXreceived and esigned docs XXXXasked manager why i'm being asked for documents multiple times when already provided. Manager said he would handle that. 
XXXX-received phone call request for paystubs - were provided on XX/XX/XXXX and manager confirmed he received them. forwarded email that was provided on XX/XX/XXXX to caller. 
XX/XX/XXXX - request to re-run credit - i declined. lender had all documents needed by XX/XX/XXXX ( XXXX if you count multiple requests and responses for same documents ). 
XX/XX/XXXX received notification that i requested refinance be cancelled - this is absolutely not the case. Lender could not complete refi process even though they had all documents by XX/XX/XXXX ( XXXX see above ). Credit report expired XXXX. 
XXXX asked why loan could not be completed, why I was asked multiple times for documents already provided. Asked for lender to do one of the following 1 ) complete re-finance 2 ) remove credit inquiry 3 ) lender to reimburse me the monthly difference ( {$130.00} ) in current loan and refinance amount as they didn't complete refinance though they had all documents by XX/XX/XXXX ( XXXX if you count duplicate request/responses ) XX/XX/XXXX spoke to another manager who indicated a VP would contact me. 
XXXX - Had not received a response in over two weeks. I noted this refinance should have been completed by XX/XX/XXXX and I have made XXXX and XXXX mortgage payments at higher payment since refinance wasn't completed in time when lender had all documents to do so. Asked when lender will credit my account the missed saving due to them not completing the refinance. 

as of XXXX I have yet to receive any response nor have I received phone call as I was told on XX/XX/XXXX.

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