Consumer complaint received 2020-11-25
Company: Freedom Mortgage Company
State: GA
Product: Mortgage
Sub-product: VA mortgage
Issue: Closing on a mortgage

Complaint:
Freedom Mortgage! I spoke with loan officer XXXX XXXX about going under contract on XX/XX/2020. My initial closing date was scheduled for XX/XX/2020. On XX/XX/2020, I spoke with his assistant to pay for my appraisal. On XX/XX/2020, XXXX XXXX reached out to me about the documents needed for underwriting. I provided all requested documents the same day. He told me how long the process would take and when I should expect to hear back from him. He never reached out so I reached back out to him on XX/XX/2020. He provided me with my Commitment Letter with the list documents needed. I provided all required documents needed within 5 days XX/XX/2020 with the exception of 3 item in which he needed to get further clarification. He emailed that he received the documents and will contact my later that day for more information. That was the last time I heard from him. So from XX/XX/2020 until XX/XX/2020 when I finally received the correct documents needed from XXXX XXXX I was contacting XXXX which is one of XXXX  assistants but no one would give her any answers. I also reach out to XXXX XXXX a few times but he never answered. On XX/XX/2020 all required documents needed were provided. Also, during that time on XX/XX/2020 that repairs need to be completed and inspected before moving further. XXXX XXXX was aware of the issue on XX/XX/2020. Due to lack of timeliness and response on behave of the appraiser at XXXX XXXX XXXX and XXXX XXXX we had to push the first closing back until XX/XX/2020. Within that time the appraiser had to come back out a second time which he did on XX/XX/2020. However, he failed to update the lender until XX/XX/2020 causing me to have to push my closing back a second time. Third closing was scheduled for XX/XX/2020. On XX/XX/2020, I was notified by XXXX XXXX that XXXX XXXX was no longer with the company and she needs me to provide all my documents again that I previously provided him. This was three days before my third closing not to mention that I was told that the only thing was missing was the update from the appraiser. I provided all documents the same day and was told that I should have my clear to close by Friday, XX/XX/2020 at the latest Monday, XX/XX/2020. I also reached out to XXXX XXXX the processor that took XXXX XXXX position due to the lack of timeliness of her response to XXXX XXXX. My fourth closing date was scheduled for Wednesday, XX/XX/2020. The next day XX/XX/2020, XXXX reached about needing additional documents regarding a paid collection. The documents were provided the same day. On Monday, XX/XX/2020 I reached out to XXXX XXXX and XXXX XXXX for an update on my clear to close and was told that yet another thing was needed which was an employer verification which could have been completed the week before. I contacted XXXX XXXX to see if it could be expedited due me having to vacate my current living arrangements by Wednesday, XX/XX/2020 and a single mother of three. XXXX XXXX had a very nonchalant attitude with no sense of urgency. Therefore, I reached out to XXXX XXXX on Tuesday, XX/XX/2020 in which she did everything in her power to get the verification completed by noon. She reassured me that I would have my clear to close that afternoon. Here it is Wednesday, XX/XX/2020 and Im being told that Im clear to close, however I wont be able to close until Tuesday, XX/XX/2020. After being initially being told Friday, XX/XX/2020. Im trying to schedule my fifth closing but I cant get a concrete answer on my closing date because no one is responding to myself or realtor. Ive reached out to XXXX XXXX over the course of a few days without any answers. Ive left him multiple messages and have called him over 20 times but nothing. XXXX XXXX has been out of the picture for a whole month and has popped back in and is still no help whatsoever. My realtor reached out via email for answers and tried to escalate my issue, however he refused to give her the proper information and basically told her shes wasting her time because XXXX XXXX is a manager. Instead of XXXX XXXX excepting the fact that they dropped the ball he made excuses and placing blame on others. Ive reached out to the Freedom Mortgage several times and have been transferred over ten times with no answers. Trying to get in touch with the proper individual is impossible. Here I am homeless with my three children and no answer to when Im going to close on my first home.

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