Consumer complaint received 2016-10-18
Company: Freedom Mortgage Company
State: WV
Product: Mortgage
Sub-product: Other mortgage
Issue: Application, originator, mortgage broker

Complaint:
I applied for a refinance with Freedom Mortgage. They received my application and they sent me some documents out for me to review and sign and return, which was done. They received another email saying they received it and needed another document showing whats called a subordination from XXXX XXXX XXXX XXXX. Then they informed me they were awaiting the subordination package from XXXX XXXX XXXX XXXX which was XXXX 2016. Freedom Mortgage continued to send me emails saying that they were waiting on the subordination from the XXXX XXXX XXXX XXXX. The last email I received from them was in late XXXX. They said they were still awaiting subordination from XXXX XXXX XXXX XXXX. Having concern about it, I called the XXXX XXXX XXXX XXXX. The XXXX XXXX XXXX XXXX informed me they were not in receipt of the subordination and that was in late XXXX. I provided a contact phone number to XXXX XXXX XXXX XXXX for Freedom Mortgage. The XXXX XXXX XXXX XXXX informed me that due to my request and the situation at hand or words to that effect that they would contact Freedom Mortgage on submitting a subordination request. It was late XXXX that XXXX XXXX XXXX XXXX informed me they would send out the request. The XXXX XXXX XXXX XXXX contacted me to let me know that they were in receipt of the subordination request from Freedom Mortgage. XXXX XXXX XXXX XXXX further informed me that they would expedite it on my behalf. The XXXX XXXX XXXX XXXX called me to inform me that they finally received the subordination request. Approximately 2 days later, the XXXX XXXX XXXX XXXX stated that they received it and had a few questions of me. I proceeded to answer the questions and XXXX XXXX XXXX XXXX they would expedite and submit it to Freedom Mortgage. My question is why did they tell me they would submit a request in early XXXX, and did not actually submit it until late XXXX, after I called. Freedom Mortgage informed me through telephone call and some kind of post-it note I received on my door, I was authorized to miss XXXX mortgage payments, which Freedom Mortgage denied later. I sent copies of the notice I received on my front door. So I been getting the emails constantly that they found some errors in the subordination, but those errors were not on my part. Then they emailed me again saying errors had been corrected and they were going to forward it for approval to the title company and this was going on for XXXX3 weeks. Now we into XXXX and they keep saying that theyre awaiting on the approval from the title company which I believe was another prolonged setback on closing my refinance. In XXXX of 2016 I received an email from Freedom Mortgage informing me an account must be current in order to close. Due to the prolonged delays and setbacks, I missed XXXX and XXXX payment due to this setback which resulted in Freedom Mortgage that they were going to withdraw their refinance request. And I was appalled at their actions because of the prolonged setbacks.

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