Consumer complaint received 2024-05-06
Product: Mortgage — VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Delays in the application process
Company: Freedom Mortgage Company (NV)

I am assuming a VA loan held by Freedom Mortgage Company. 
XX/XX/XXXX Had an appt. at XXXX XXXX and was told to initiate the call with them. I took off the entire day to get this done. When I called I was told I missed my appointment time and it was actually at XXXX PST. I had taken detailed notes from my interaction with them and stayed on the line until they were able to get me in touch with a loan officer, XXXX XXXX, who took all my information and got the application process started. 
XX/XX/XXXX -- sent them all the required docs requested in the first call via email and overnight US Mail. Was told it would be XXXX weeks before the docs would be processed and additional information was requested. 
Over the next several weeks I contacted them and received contact back with additional requests. 
XX/XX/XXXX I was told that my file had made it through the first underwriting review and I was assigned a XXXX XXXX, XXXX XXXX. Didn't have a direct phone number yet and had just been hired. 

XX/XX/XXXX XXXX -- XXXX Customer Service XXXX XXXX Assumptions Dept -- XXXX on lunch XXXX XXXX Customer Service Called back at XXXX EST After XXXX XXXX lunch XXXX XXXX XXXX XXXX Assumptions Dept, promised XXXX XXXX call me by XXXX PST, but I didn't get a call XXXX XXXX Customer Service XXXX XXXX XXXX XXXX XXXX In XXXX, Keyona still not XXXX, however, XXXX finally called XXXX at XXXX while I was on the phone with XXXX. 

Was told that it was not conditionally approved yet because this went through an automated underwriter and not a live underwriter. Once I get the docs she needs to her they can submit to the live underwriter. 

Contacted several times via emails and phone calls over the next few weeks, seldomly getting return calls from XXXX with additional requests. Proactively sent them my XXXX Tax Return since I knew they would need that. Proactively sent additional bank statements and check stubs since I knew they would be needed. 

Seller of the property has had to addend the closing date 4 times since this process began. 

XX/XX/XXXX Phone Calls XXXX Called and left another message for XXXX XXXX Called Freedom Mortgage main number for a supervisor XXXX # XXXX # XXXX in Assumptions ( Not a supervisor ) XXXX  will call me back at noon XXXX # XXXX PM -- got XXXX # XXXX again Keyona called me while I was holding with XXXX Their Title Dept contacted XXXX Title XXXX confirm the survey exception will not be on the final policy -- XXXX department reached out to XXXX XXXX XXXX XX/XX/XXXX for this information and did not do any additional contact when they didn't hear back. XXXX apologized for sitting on my file for 9 days and not getting back to me in that time. She had been XXXX a few days and had a lot of aged files to get to. 
Stayed on the phone with XXXX while she contacted the title company and got the answer to the question. She submitted the file to underwriting on XX/XX/XXXX at XXXX EST. Was told underwriting will probably need something else and XXXX will call me on XXXX  with that information. Once we have the additional documents sent over to them there is a XXXX hour turn around time before we will have a conditional loan approval and closing disclosures. 

XX/XX/XXXX XXXX XXXX Call to Freedom Mortgage main # Emailed XXXX a copy of my latest bank statement for my savings account Received an email from XXXX at XXXX that she would include the bank statement w/my package to underwriting and get back to me. 

XX/XX/XXXX Called XXXX at XXXX Received an email from XXXX XXXX XXXX while I was on hold for the Assumptions Department that the file was with underwriting and she would get back to me if she needed anything. Received an email from XXXX at XXXX with the additional documents/information underwriting needed. Replied to XXXX 's email with additional documentation attached and explanations at XXXX XXXX. 

XX/XX/XXXX Received an email from XXXX at XXXX that she received my documents and to allow a few days for the underwriters to get through them. 

XX/XX/XXXX XXXX Called XXXX and left XXXX XXXX initiated supervisor call with Freedom Mortgage XXXX XXXX XXXX XXXX XXXX Assumptions Was told XXXX was XXXX the phone and would get back to me by the end of the day with more information -- did not get a call or email XX/XX/XXXX XXXX called XXXX and left XXXX XXXX Called Freedom Mortgage Main # XXXX XXXX XXXX XXXX ( had no idea what she was doing and finally transferred me back into the queue ) XXXX XXXX XXXX XXXX in Assumptions XXXX messaged Keyona and told me XXXX was in a meeting with the underwriters and would be getting back to me by the EOD with updates. Never got a call or email. 

XXXX XXXX Called Keyona and left XXXX and the called main number. XXXX XXXX Assumptions dept was very hard to reach, but I told them I would not be getting off the phone until I spoke with someone. Transferred to XXXX XXXX -- Not in Assumptions who transferred me to XXXX Bry -- Assumptions Dept ( extremely rude and told me she couldn't have me hold ) She notified XXXX who said she would get back to me by XXXX. ) Also asked for a supervisor to be notified and was told I would get a call back. 
XXXX will get back to me by XXXX. 

XXXX -- called XXXX and left another XXXX. Called main number at XXXX and spoke with XXXX XXXX who transferred me to XXXX XXXX. XXXX notified XXXX and a supervisor by instant messenger and email, but there was no response from XXXX. No call received from XXXX or supervisor by XXXX. 

XXXX XXXX -- explained that I would be contacting the CFPB and he transferred me to an escalation team. 
XXXX XXXX in escalations -- explained all my frustrations starting back on XX/XX/XXXX with debacle of original appointment and that I never get promised calls back. She gave me XXXX 's XXXX 's name and operator number. XXXX XXXX -- XXXX 's supervisor XXXX. XXXX has put in a call back request to the XXXX of the assumptions department and I will get a call within XXXX hours.