Consumer complaint received 2019-12-12
Company: Freedom Mortgage Company
State: WA
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Closing on a mortgage

Complaint:
In late XXXX/early XXXX, we received a mailing from Freedom Mortgage, a company affiliated with our current mortgage holder, XXXX XXXX. The mailing stated that Freedom works with current XXXX customers to reduce their interest rate and lower their monthly payments. 

On or about XX/XX/XXXX, we spoke with Loan Officer XXXX XXXX. XXXX asked us some general questions ; are we married, do we own the home ; is it our primary residence, etc. He asked no questions related to the style of home we live in. 
We had some email correspondence clarifying some questions and concerns. XXXX clearly stated that if we started now, that we would likely close in XXXX and that instead of making my XXXX mortgage payment on the XX/XX/XXXX, we would be bring with us to closing the interest and taxes as our payment ( Exhibit 1 ). 

On or about that same date, XXXX sent us the Loan Estimate ( Exhibit 2 ). After reviewing the estimated documents, we entered into an agreement with Freedom to move forward with streamline refinance. After XX/XX/XXXX, XXXX never willingly contacted us again, with the exception of 2 auto-generated form emails. 

On XX/XX/XXXX, we received an email statement from our current mortgage company, which included the requested payoff quote ( Exhibit 3 ). As this would be a normal step in the process, we assumed that everything was moving forward accordingly. 

On XX/XX/XXXX, I received a call from XXXX XXXX, a Customer Advocate for Freedom Mortgage. During this call it was discovered that XXXX had provided me with wrong information. During my XX/XX/XXXX call with XXXX, he told me that I would need to provide a Utility Bill that showed my address. I disclosed to XXXX that we do not get mail delivered to our physical address ; everything goes to our PO Box . I explained the reason and XXXX said " that is not a problem - worst case we will have you send a letter explaining why you don't get mail at your physical address ''. Turns out, that was a problem. Freedom Mortgage stated that in order to proceed, I had to provide a utility bill that had my physical address as my mailing address. They would not accept a bill that showed " for service at '' and then my physical address. Ok. Fine. We worked with our utility company and made the change and sent the utility bill over. That was accepted by XXXX on XX/XX/19. I have had no additional communication with XXXX since that time ( Exhibit 4 ). 

On XX/XX/XXXX, I received a auto-generated form email from XXXX XXXX ( Exhibit 5 ). This email contained documents that required our signature. One of the documents was the Closing Disclosure ( Exhibit 6 ). This Closing Disclosure specifically states " This form is a statement of final loan terms and closing costs. Compare this document with your Loan Estimate. '' This Closing Disclosure stated that closing would take place on XX/XX/19, with the loan funding on XX/XX/19. 

On XX/XX/XXXX, in the later part of the afternoon, I received a call from XXXX XXXX ( unsure of her role -- maybe the loan processor?? ). XXXX explained that either XXXX entered the property detail incorrectly or he failed to ask the proper questions to establish what type of property we own ( we have a manufactured home on the property ). Because it is a manufactured home, they would need to reopen title, which would then require the title review and the legal department to review. This would delay the closing a few weeks. 

I asked if this would change the Closing Statement that I received. It was at this point that I found out that Freedom Mortgage does not consider the Closing Statement that they sent me Final, as it is not " Final '' until closing. Of course, nobody called me to explain this to me. I had the Closing Statement for almost 2 weeks before a single person reached out to me -- and they only reached out because a mistake was made. 

At this same time, XXXX asked XXXX XXXX to reach out to me to explain things. He called me and basically accused me of lying, as " surely he explained these things to me '', even though I had not one single personal communication from XXXX in almost a month. However, of specific mention, on XX/XX/XXXX, XXXX put in writing that the closing team should have gone over the closing disclosure information and apologizes for that they did not. Further, he admits that he did not confirm the property type with me and that he should have ( Exhibit 7 ). 

I have had numerous email messages with XXXX and her supervisor, XXXX. Of most importance, is the email from XXXX on XX/XX/XXXX in which she admits that Freedom Mortgage input the property type from the beginning and apologizes for the way my " file '' has been handled. Then again on XX/XX/XXXX, XXXX apologizes for for the times that I did not receive the level of service that I deserve ( Exhibit 8 ). 

XXXX and XXXX both assured me that the would keep me informed of the progress. However, on XX/XX/XXXX, the Title Company reached out to me asking for additional information. I had no idea that that title company had sent an email, as the email landed in my Junk Folder. Neither XXXX or XXXX attempted to contact me in any form on XX/XX/XXXX to let me know about this development ( even though they said they would keep me updated as to progress ). It took them almost 1 week before they reached out to me, wondering why I had not responded to the title company. Had they let me know to watch for an email, I would have watched for it and would have looked at my junk folder. I would not call this keeping me up-to-date or informing me of progress ( Exhibit 9 and 10 ). 

At this point, I have no idea if the loan will close or how much this is costing me. So far, it has cost me an additional {$900.00}. XXXX and XXXX are telling me that they can not provide me with an updated Loan Estimate, as they need me to make my XXXX house payment first ( cost : {$3000.00} ), but this is the one that XXXX said would only cost me ( {$2100.00} ). XXXX was able to get me a Loan Estimate within an hour of me stating we wanted to move forward, but it is going to take XXXX a few weeks?? 

I have some serious doubts ... ....

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