Consumer complaint received 2022-04-02
Company: Freedom Mortgage Company
State: FL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
In XX/XX/XXXX we decided to refi our mortgage to pay off 2 home improvement loans and 1 medical credit card with closing costs around $ XXXX our refi would be in the $ XXXX range. We chose freedom Mortage out of XXXX, IN and were approved. XXXX XXXX Customer Advocate XXXX was our contact. We selected them because their rates were low and because we know that these smaller mortgage companies sell to bigger banks anyway. To us they are all pretty much the same. We were locked in at 2.75 % Process begins : W-2, taxes, social security income etc. Typical stuff. By XXXX they were telling us they hadnt received any of the documentation, we sent everything again. 
Appraisal came back, looks great. XX/XX/XXXX they wanted a termite inspection, which we received and sent to XXXX. We went back and forth because he said he didnt get the signed portion of the attachment, they didnt accept the payoff letter from the window company. It went on and on. I reached out to XXXX on XX/XX/XXXX via email telling him we keep getting phone calls requesting information we had already sent and we would like a closing date but he never responded. Later, he called my husband to tell him he needed a XXXX ( we had already sent ) I asked for a received a copy of our appraisal on XX/XX/XXXX. Then someone called us and told us we needed a water test. I emailed XXXX asking why. He never responded. So, XXXX and XXXX talked on the phone, the water test was the very last thing needed and then we could get a closing date for our refinance. We arranged the water test ( {$180.00} ) the water needed to be treated ( {$180.00} ) the company actually explained the water test to us ( XXXX never did ) and it made sense. So after the water was treated and we couldnt use the water, before being tested again ( {$180.00} total cost {$550.00} ) XXXX received a phone call from a man, XXXX, from Freedom Mortgage asking questions about our " closed File ''. Yes, they closed our file, literally " dropped '' it on our refi in the middle of the very last thing needed before we could close the loan. As you can imagine I was beyond angry-I was LIVIDXXXX said oh it looks like you were lost in the cracks ... he said he would see what he could do to get us back to active status and our 2.75 % rate-He later came back and said the best they could do was 4.50 % -he sent my husband a follow up email stating we " declined the offer '' and so here we are today and I am typing this email Also we did get really XXXX with XXXX and sometimes we were angry with these random people working for freedom calling us and wanting documents we had already sent ( I think Ive noted this already in this email ) We have refinanced in the past and never experienced this level of frustration-ever- but with Freedom Mortgage, it was beyond frustrating and I believe they strung us along knowing the rates were going to go up. I will file a complaint with the XXXX  too

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