Consumer complaint received 2021-03-30
Company: Freedom Mortgage Company
State: SC
Product: Mortgage
Sub-product: VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
I applied for a VA XXXX streamlined refinance on XX/XX/XXXX with XXXX XXXX XXXX, Loan Officer, with Freedom Mortgage. We were scheduled to close the first time on XXXX, at XXXX XXXX. I was notified by the closing attorney at XXXX on XXXX that they had not received the paperwork. 

The next closing was scheduled for XX/XX/XXXX at XXXX XXXX. On XX/XX/XXXX the closing attorney asked if I could change the time to XXXX on the XX/XX/XXXX and I agreed to the new time. At XXXX the attorney said the XXXX time was confirmed, but they have not received the document package. At XXXX the closing attorney said they have not received the closing documents and had to cancel closing and reschedule. 

The 3rd closing was scheduled for XXXX at XXXX XXXX. Same as before, the closing attorney had not received closing paperwork and had to cancel. 

The 4th closing was scheduled for XX/XX/XXXX at XXXX XXXX. The closing attorney contacted me about XXXX XXXX  on XX/XX/XXXX and said she received the closing package and emailed the documents to me immediately. After reviewing the documents, the mortgage paperwork said SEE LEGAL DESCRIPTION ATTACHED HERETO AND MADE A PART HEREOF. There was no description attached. We finally received the legal description after many phone calls on XX/XX/XXXX at XXXX XXXX. The legal description was for an incorrect tract of land we own. They could not get the description corrected and the closing was canceled again. 

After the XXXX failed closing, we requested reimbursement for the following fees paid to XXXX XXXX, our current lender, to obtain payoff balances : XX/XX/XXXX {$25.00} XX/XX/XXXX {$25.00} XX/XX/XXXX {$25.00} XX/XX/XXXX {$25.00} I also asked for reimbursement for the difference resulting from paying 4 % interest to our current lender, XXXX XXXX, when we should have paid interest at the 2.25 % interest rate locked if the loan had closed as expected. 

On XX/XX/XXXX, XXXX Ma, Operations Supervisor from Freedom Mortgage contacted me and said he would work on ensuring the closing for the XX/XX/XXXX would be fine and work on receiving lender credits for lost interest and fees paid to XXXX XXXX to obtain payoff balances. XXXX Ma never returned my calls or emails and did not contact me regarding the requests. 

I contacted our original Loan Officer, who told us on numerous occasions that the issues were escalated to her manager, yet we still did not hear from anyone in management. I have never received even an apology regarding the failed closings from anyone in management at Freedom Mortgage. 

As of XX/XX/XXXX, I have not received a new closing date or confirmation that the interest rate lock that expired as of XX/XX/XXXX has been extended. In addition, I have received no response to multiple requests for reimbursements for payoff fees and higher interest paid.

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