Consumer complaint received 2016-01-13
Product: Mortgage — FHA mortgage
Issue: Settlement process and costs — 
Company: Freedom Mortgage Company (FL)

I entered into an agreement for a Streamline Refinance of my FHA loan in XX/XX/XXXX. The loan was supposed to close in XX/XX/XXXX. The closing date has been delayed to XX/XX/XXXX. The terms are not the same as promised. The problems are : 1 ) I have been told since the beginning that I would not have a payment due the month following the month I close in. The original documents I signed included 2 months of interim fees to cover the fees for the month I would close in and the following month until my next payment was made. The closing scheduler told me today my first payment was due XX/XX/XXXX. I told her this was not correct and I have been told by every person involved in this process that I would not have a payment due the month after I close. I also told her that the notes from XX/XX/XXXX and our conversation confirmed that if I close in XX/XX/XXXX, I will not make my first payment until XX/XX/XXXX. 2 ) There was a lender credit approved for no cash to close as of XXXX/XXXX/XXXX, and they 've been telling me it was approved for no cash to close since before the original closing date. They requested this on their own, despite the way the loan was written, and I was under the impression this was requested to make up for the fact that they delayed my loan repeatedly. As of XXXX/XXXX/XXXX, there was no cash to close required, as of XXXX/XXXX/XXXX, they asked me for half a payment and told me it was {$600.00} ; today, the scheduler told me it is nearly {$900.00}. 3 ) A rep called me today and told me that my new payment would be over {$1300.00}. I asked her to send me the breakdown in an email so I could look at the numbers and she said I would not be sent the numbers until 3 days before closing. The initial disclosures said the payment would be {$1200.00}. From what I read after I got off the phone with her, nothing has changed except the Mortgage Insurance is around {$1.00} less. 
This process has been going on since XX/XX/XXXX and has been repeatedly delayed by the lender 's underwriting and processing departments. I have been promised certain terms repeatedly throughout the process and have documented all the details in emails and phone calls. In addition to the initial disclosures and agreement, I was promised additional concessions, such as a lender credit for no cash to close, for what I thought was an attempt at customer service. When I call to ask for help, no one seems to be in charge and no one can help me resolve my issues. No one at this company seems willing to take responsibility for any delays or mistakes, or to honor the terms of the disclosures and agreements I have made with them. I have repeatedly called to get help to resolve the issues with my loan and no manager provided me any help in resolving these issues. I feel like there is no one at this company that has the ability to honor the promises they made to me throughout the process and/or is willing to help me. Lenders can not refuse to honor the disclosures and agreements they make, especially on a government program loan ( FHA ). The customer service I have received throughout this process equates to unfair and deceptive practices and have caused me enormous stress. There has been no recourse for me dealing with the company directly. The loan officer and processor were very helpful, but have no power to enforce the actual terms of what was promised to me, and anyone with any authority to honor the promises and agreements made refuse to help me. I have not even been able to get a manager on the phone that is willing to help me with any of these issues. All communication has been in writing or recorded, and extensively documented on my file with Freedom Mortgage and can be verified.