Consumer complaint received 2021-02-23
Company: Freedom Mortgage Company
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
Back in XX/XX/XXXX, XXXX XXXX offerred me a stream line rate reduction on my existing loan. Before we proceeded I asked if the same process XX/XX/XXXX streamline rate reduction can be achieved. He assured me yes, and that XXXX mortgage will also pay all the cost. I have spoken to XXXX XXXX, the liason, about the process, and everytime we spoke I communicated with him the purpose of this loan. But his response was, we will review all the numbers at the end. But no one has told me that I have a cost to pay. I mentioned to both XXXX and XXXX that the last time I had rate reduction back in XXXX of XXXX I paid taxes and insurance only and skipped a payment, and the process was easy, non-stressful, and went smoothly. 
On XX/XX/XXXX, I got a call from the closing department to schedule signing date. If there is any amount on closing date. The scheduler said, no. I asked are you sure, he said, no amount on closing because your loan has been paid. The signing was set up for XX/XX/XXXX. At signing date I was shocked to see the closing disclosure amount I was asked to pay for {$2200.00} which was never reviewed with me. I never recieved the closing disclosure prior to review. Freedom mortage demanded that I pay home insurance for 12 months and property taxes for 6 months ( see attachments ). Not only this was never disclosed, but my insurance and taxes are already impounded that I pay monthly. This has created an extreme emotional distress and confusion. I communicated with XXXX XXXX and XXXX XXXX and XXXX to fix this problem The second re-draw was attempted. This time Freedom Mortgage demanded me to pay XXXX premium for 12 months and home owners insurance for 2 months, and taxes for 2 months. Both taxes and insurance are impounded that I pay every month. I told XXXX XXXX that this is not right. They are asking me to pay the 12 months insurance premium, 2 months insurance and taxes, demanding me to pay {$1800.00} and some dollars ( see attachments ), and add insurance into my monthly payment. No one has seemed to have the answers and I am being lied to. Not only they failed to comply in disclosing and explaining the cost, but they also put me through emotional distress. They are not being honest with the numbers with me. When I first spoke to XXXX on XX/XX/XXXX, he told me he will investigate if the insurance premium has been paid outside of escrow or if not, because he was not even sure why I was charged to pay homeinsurance premium for 12 months, and why I am also required to pay two months worth of home owners insurance. When I spoke to him again XX/XX/XXXX, he did not seem to remember about the case and what we spoke about and the invistigation that he promised to do, instead he said there is nothing we can do about it. He verified that there is really no benefit of me doing this refi, but all along I was told that the cost will be covered by Freedom Mortage and the same process XXXX of XXXX, will be achieved. When I have spoken to XXXX, she said that there has not been any change in doing a streamline rate reduction process. 

This entire process has resulted to nothing. My opportunities to obtain a rate reduction refi, a much lower rate was hindered due to their inadequacy, non-compliance, and dishonesty. I felt as I was left in dark and cornered so I could give in. I was not given a solution nor they did not come up with a fair solution.

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