Consumer complaint received 2019-12-20
Company: Freedom Mortgage Company
State: MI
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
XX/XX/2019 I went to XXXX XXXX XXXX in XXXX XXXX XXXX  to sign loan documents I was closing escrow on my first home with J.G Wentworth who is now Freedom Mortgage. 
When I got to the Title company I noticed on my closing cost statement that I was over charge for a appraisal fee. I paid XXXX in XXXX for an appraisal on another home in which was only in escrow a couple of days. XXXX XXXX was my loan officer she said I will not order the appraisal until your inspection is done let me know if you are not moving forward so I dont get charged. I went through the inspection and it did not pass so I emailed her and said dont order the appraisal. She said okay and the transaction was canceled she said do you want me to refund it now and I said no keep it for my next one. Please note I just moved here from XXXX  and I resorted to an XXXX XXXX XXXX XXXX so I new I had to buy something now because of the cost of staying in an XXXX XXXX XXXX XXXX. So then I got in escrow again they charged me another appraisal fee and I did not even notice it until I got to escrow. When I got the disclosure from XXXX they were charging me XXXX again for another appraisal so I called XXXX and left and message that they were over charging me. XXXX never answered the call when I tried to communicate with her so I never knew what was going on because she would never have a phone conversation with me. The day I was closing escrow I moved out of my XXXX XXXX XXXX XXXX got a moving truck went to storage and loaded my truck all day. I got a call from my agent who said you need to bring in approx this amount of money to close escrow and I thought to myself gosh its XXXX more then she told me. But then I figured maybe it was a tax impound? When I got to escrow I was charged another XXXX for appraisal and XXXX for a buy down rate which I did not request. So I called her and told her I did not buy down my rate. She said she had to do it because of the value. I have never heard of anything like that before and still to this day nobody will explain it to me. They just dont answer my question why did you buy down my rate without my permission. When I called XXXX she said she had no choice to buy down my rate. I still dont understand why she didnt call me while I was in the moving truck to have a conversation about this before I got there, It was really a shock to me. when I got to escrow I had to sign the docs regardless because I was in a moving truck with my XXXX  son and we had no where to go except a hotel to just cost me more money in this transaction. XXXX said they will refund me the appraisal fee and to this day I have written her several letters and her manager XXXX XXXX who just told me he would look into it and after that he just ignored me. XXXX sent me several responses that she would look into it and now she ignores me. Right when I closed escrow Freedom mortgage bought them and now I am still emailing XXXX and in one email she told me her new boss would take care of it. I emailed her again now she ignores me. How can someone just buy your rate down and not call you to tell you why they are doing it? and how can a bank just sit on your money for months. This was my first home and it was the worst experience I have ever had in a transaction. My first appraisal fee was XXXX and even know they know its mine that decided to just ignore their customer. My next step may be small claims

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