Consumer complaint received 2019-11-07
Company: Freedom Mortgage Company
State: MN
Product: Mortgage
Sub-product: VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
We have had a mortgage with Freedom Mortgage since XX/XX/XXXX. I have tried repeatedly -- and through all avenues that I can think of -- to rectify this with the company. I am completely discouraged, disappointed and frustrated. At the end of XX/XX/XXXX, a representative of Freedom Mortgage contacted my husband with the offer of lowering our interest rates. My husband is a veteran and this representative made a point to stress the offer was for our VA loan. I note that because I believe that point encouraged my husband to trust that this was a real or honest offer. We submitted our documents and were told it would be an easy process. Nothing could be further from the truth. 

We had a small additional mortgage with the XXXX XXXX XXXX ( under {$2000.00} for insulation improvements ). While staff at XXXX XXXX XXXX responded promptly to any request from Freedom or XXXX, and were completely fine with signing off on the subordination of this small amount, staff at Freedom Mortgage and XXXX XXXX  dropped the ball multiple times. Throughout the dozens and dozens and dozens of emails we sent to Freedom Mortgage ( Staff : XXXX XXXX and XXXX XXXX ) and XXXX XXXX ( Staff XXXX XXXX ), we were told one thing only to find out that it was completely untrue. For example, below is an email I sent ( again, after many other frustrating emails that preceded it ... believe me, I started out corresponding with kindness and consideration. But this situation became more and more impossible. ) : Email sent to XXXX at XXXX on XX/XX/XXXX ( A reminder : This refinancing started the end of XXXX ) : This is beyond absurd. I just spoke with XXXX  at XXXX XXXX XXXX. To remind us all, XXXX sent her original request to XXXX ( in your office ) on XX/XX/XXXX for the check and additional documentation. She sent a reminder on XX/XX/XXXX. Just today she received the check from XXXX but NONE of the additional documentation that she requested. At this point there is nothing you can do that will ever make up for the stress and frustration that your organizations have caused my husband and me. 

Here is his response : Hi, You are 100 % correct and I am deeply sorry. 
The confusion was on my end and mine alone. 
The additional check was sent yesterday overnight, but when I was reviewing the notes I was under the impression that the check they received was the additional fee amount. 
I apologize for the confusion and delay. 
We will continue to do everything we can to obtain the agreement as fast as we can. 
Thank you. 

Then when they had all that sorted out, we received this email on XX/XX/XXXX from XXXX : Hello, The underwriter sent us the file back as a conditional approval, the underwriter needs some adjusted information on the title and subordination documents, Title is working on it once its completed, I will re-submit the loan back to the underwriter for final review. 

But the following email we received from XXXX today ( XX/XX/XXXX, after a week of asking for an update ) was stunning. 

It looks like due to the age of this file Freedom Mortgage had to close the loan. I have been working on trying to reverse this, but with no luck. I apologize for all the hassle. I can reopen the loan for you if you still wish to proceed. Let me know. Thank you. 

I told my husband that I had a suspicion that it was a scam all along but he said no, they wouldnt do that to a veteran. I would be happy to forward all of the email correspondence for you review. Just provide me with an appropriate email. 

Just now, I looked at reviews online for Freedom and saw that there were a number of others who have experienced something very similar. I hope that someone is able to conduct a very thorough investigation on this company. All of their press releases are so glowing about how quickly they have grown. It appears that this growth ( and profit ) is at the expense of veterans.

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