Consumer complaint received 2020-06-23
Company: Freedom Mortgage Company
State: DE
Product: Mortgage
Sub-product: FHA mortgage
Issue: Closing on a mortgage

Complaint:
I am writing regarding my FHA Streamline loan which is currently in the closing phase with Freedom Mortgage. I have not yet committed to close due to all of the misinformation given to me during the process of my refinance. 
I was initially contacted via phone on XX/XX/20, by XXXX XXXX who is a mortgage broker for Freedom Mortgage. Per our conversation, he informed me at that the FHA Streamline process takes approximately 2-3 weeks, my loan amount would not increase, the term of my loan would remain the same, there would be no cost to me at closing and my rate would be 2.75 %. 
Unfortunately, this was not the case. I just received my disclosure on the refinance on XX/XX/20, which was almost 8 weeks after the process was started, when I should have received it within 3 business days. My out of pocket expenses have now ballooned up to {$900.00}, and my loan would be increased in the amount of {$2300.00}. This is a substantial increase in what was initially quoted to me when I first spoke to Mr. XXXX on a recorded line on XX/XX/20. 
For a few weeks, both Mr. XXXX and a loan advocate assured me that they were waiting for my title to clear so my loan could proceed. The loan advocate went so far as to tell me he was going to do me a favor and call XXXX XXXX XXXX to see the status of my title work. When he called me back, he stated that my title would be clear on XX/XX/20 and my loan would be cleared to close by the end of the week. 
After I did not hear anything from Freedom Mortgage about my closing on the week of XX/XX/20, I contacted XXXX  XXXX and was informed that my title was uploaded in the XXXX XXXX on XX/XX/20 and it was cleared to close on XX/XX/20. 

I had a very similar experience last summer when I was contacted by Freedom Mortgage to refinance my mortgage at that time. The estimates ballooned at the time of closing as well, but I did not think I had any recourse at that time. Also, Freedom Mortgage did not take the correct amount of money out for my escrow, which made no change in my monthly payment. I was hopeful that this would be a more positive experience, as I am now a more educated consumer regarding the refinance experience. 
I was much more hopeful this time around when I started the process with my mortgage broker, Mr. XXXX, but this has been a far more negative experience. I have sent several emails to XXXX XXXX ( XXXX ) regarding the terms of my loan and the misinformation he has represented over the last 8 weeks. I was then given the name of Mr. XXXX XXXX ( XXXX ) who handles complaints within Freedom Mortgage. He asked me to carbon copy him on emails to my loan broker so he could ensure that he followed up with me. I did as he advised, but he has never responded to me emails and follow up calls in the last 2 weeks. 
I did some research and found that XXXX XXXX ( XXXX ) was over Mr. XXXX, so I emailed and called him on two occasions, to no avail. 
Today was my last attempt to get information on my loan numbers. I first spoke to XXXX XXXX in the closing department. She was very helpful and told me that I would have my final numbers 3 days prior to closing, but that I should speak to someone who could first explain my disclosure and the costs of the loan. I then spoke to Mr. XXXX XXXX who went over the closing costs on my loan and he agreed with me that the numbers did not make good financial sense. I briefly explained the difficulties that I have encountered during my refinance and he advised that I should request another loan broker to rework the numbers. He graciously gave me the names of numbers of who I should contact over my current loan broker to help resolve these issues. XXXX XXXX was one of the names I was given, but I informed Mr. XXXX that Mr. XXXX failed to return my emails or calls. Lastly, he gave me XXXX XXXX as the contact over XXXX XXXX. I have contacted him today and I am hopeful I will get a return call or email. I told Mr. XXXX that I was considering contacting your office of the Banking Commissioner and he agreed that was the next course of action with what I have been experiencing with Freedom Mortgage. 
I have copies of all emails sent to various employees of Freedom Mortgage if you would like to see them to substantiate my claims. 
I am a frustrated consumer that has been lied to during this process and would have never proceeded with the loan based on the numbers I was given last week. There is concern over the ethics demonstrated by my loan officer and other Freedom Mortgage associates that no other consumer should have to experience. I would like to see if I have any recourse as a consumer.

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