Consumer complaint received 2020-03-11
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Freedom Mortgage Company (VA)

Let me first disclose I work in the XXXX XXXX  and XX/XX/XXXX for a super regional bank. Therefore, I understand how this process should work and I honestly have lost my patience. 

XX/XX/XXXX logged in to the Freedom Mortgage website and entered a request for the rules to recast a mortgage. 
XX/XX/XXXX receive an acknowledgement in the message center the message has been forwarded to the appropriate department. 
XX/XX/XXXX I receive a letter from Freedom Mortgage that included the recast rules. 
XX/XX/XXXX per the instructions in the letter I sent a written request to Freedom Mortgage XXXX. XXXX XXXX XXXX, IN XXXX to recast my mortgage along with two separate checks. One {$50000.00} cashiers check for the curtailment portion of the recast and a {$250.00} recast fee check. 
XXXX XXXX I check my pay history on-line and I see the recast fee and the curtailment were posted to my mortgage account effective XX/XX/XXXX. 
XX/XX/XXXX around midday I called in to check on the status of the recast. A gentleman answered the phone and during the authentication process asked me if I was the primary borrower? I told him I was the only borrower to which he replied " A strong independent woman I love it '' along with additional comments about girl power. That's my first issue. Second he told me it would take approximately 30 days to complete but other than that not helpful. 
XX/XX/XXXX XXXX I called Freedom Mortgage, the hold time disclosed was 21 minutes. I held and the call was answered in approximately that timeframe. I spoke with XXXX, agent # XXXX I explained about the recast and told her I had not received any recast modification documentation. She seemed to understand and put me hold, a few minutes later a completely different gentleman answered and asked how he could help me. I explained I was in the middle of speaking with XXXX who put me on hold, I'm not sure how I got to him. He asked me if I called Servicing or was I sent there (? ). I explained I called Servicing and I was getting help on my recast. He apologized and said he'd get me back to that team. At which point he transferred me I was put at the back of the queue and had to hold all over again. Then agent XXXX XXXX answered I asked her to please not put me on hold and I went through the recast question again. I could not understand why I had not received an acknowledgement letter ( which I believe is required 5 days after receipt of my request ) and/or the recast modification. XXXX then is half talking to me and herself, that I need to be assigned to a SPOC. I questioned why a SPOC which is usually reserved for Loss Mitigation customers. XXXX said that's what needed to happen but nobody had opened a request and basically the gist of it is nothing was happening on my recast. She told me a recast actually took 45 days ( different timeline that I was first told ) and for me to call back on Friday ( XX/XX/XXXX ) or Monday ( XX/XX/XXXX ) to see if my request had been answered. At which point the call ended which all in took an hour and 8 minutes ( per the timer on my work phone ).