Consumer complaint received 2019-12-17
Company: Freedom Mortgage Company
State: TX
Product: Mortgage
Sub-product: FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
XX/XX/19: Complainant receives email from mortgage company to reach out regarding loan, responds that credit is hurt and will not run credit at the moment, is told no credit check required and instant savings, calls and discusses with XXXX XXXX of Freedom mortgage. After call, and confirmation that no credit would be checked and no cash to close would be required, Company requests documents. XX/XX/19: Complainant receives email confirming loan has been approved and to schedule signing of loan disclosure. XX/XX/19: appointment was made with notary and Complainant was told to hold XXXX payment and XXXX  and first payment would be XXXX. XX/XX/19: notary was met for signing of loan disclosure, where numbers were inflated from what was discussed. Emails state no credit check and instant savings. Loan Disclosure was processed with $XXXX added to monthly payment and a cash to close of $XXXX. Complainant called and emailed same day to discuss inflated prices. XX/XX/19: Complainant emailed and requested status of revised documentation. Also stated that there was a concern that payment was told to be held and reporting as delinquent would not be satisfactory. XX/XX/19: provided time to communicate regarding flawed processingXX/XX/19: requested second statusXX/XX/19: alert was received that Complainants credit was impacted for a reporting of past due payment, Complainant immediately paid XXXX  payment, sent email to file complaintXX/XX/19: XXXX payment was made to prevent another hit to credit XX/XX/19: resent duplicate email to state payment was madeXX/XX/19: email received from VP of Ops to state issue was escalated and he submitted check to refund XXXX   payment due to the errors in processingXX/XX/19: VM received to state loan was in final stages of closing and to sign soon as to have application closed by XX/XX/19 XX/XX/19: emailed VP to state VM was received but there was no longer an interest in refinancing. VP requested emails of previous Communications as to pull calls and review for discrepancies.XX/XX/XXXX email received from VP that everything was corrected on his end and that he has an offer that will be in my best interest. Complainant reviewed credit report and still saw multiple damages incurred by Freedom Mortgage. In addition, Freedom Mortgage increased total value of loan without communicating or allowing borrower to prepare or agree/accept.  Email sent with screenshots and requests for action. Email copied sml.texas.gov. VP made no efforts to investigate or be proactive. Besides offer of great rates and savings on a new loan, no other effort was made on behalf of Freedom Mortgage. XX/XX/19: received correspondence to redirect complaint from government agency copied to communication to file actual report against mortgage company. XX/XX/19 Complainant received document in mail that loan was considered for hardship and to contact number listed and relay mortgage ID number. XX/XX/19 Complainant emailed VP of Ops to confirm legitimacy of referral program.

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