Consumer complaint received 2021-01-29
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: Freedom Mortgage Company (NC)

We have been trying to refinance our home loan with the mortgage company that holds our existing loan. This process has now taken over four months. My wife worked several years as a loan processor, so we are very familiar with the loan process. At the outset, we sent all necessary documents that were requested by the mortgage company. On several occasions, they kept coming back to us asking for the same exact documentation that we provided. This has been an endless loop of unresponsiveness on their part. As we stand today, we were told over a week ago that a supervisor would call us back but have not received that phone call. We have the necessary income, high credit scores, and sent all requests in a timely manner. We just feel that we have to chase down people to get any response. Certainly we have been treated unfairly and unprofessionally during this process. We are reasonable people and know that a refinance doesn't happen overnight. When a company doesn't follow up and continues to ask for the same documentation multiple times, we wonder when the mortgage will ever close. Please assist in any way that you are able. Thanks. 


Timeline XX/XX/XXXX Spoke to XXXX XXXX - sales manager about a refinance XX/XX/XXXX received loan application to ensign XX/XX/XXXX esign completed XXXX requested XXXX W2 and paystub XX/XX/XXXX sent requested documents XX/XX/XXXX XXXX confirmed receipt of documents - clarified that XXXX payment was for land in XXXX XXXX SC XXXX was contacted by customer advocate XXXX XXXX XXXX with questions and document requests. Responded with the answers and documents 30 min l ater on XXXX never received confirmation of receipt from XXXX XXXX XXXX XXXX was contacted by customer support specialist XXXX XXXX asking the same questions and requesting the same documents as XXXX request. 
XXXX forwarded XXXX email with answers and documents to XXXX XXXX XX/XX/XXXX received another request from XXXX XXXX XXXX asking for the same items requested on XXXX called and left two messages XX/XX/XXXX reached out to XXXX XXXX for help with getting the customer advocate to stop asking me for the same items that I had already supplied. He explained they did not yet have access to XXXX 's systems so we needed to physically send them a copy a the mortgage statement. Statement provided. 
XX/XX/XXXX was contacted by customer support specialist XXXX XXXX asking again for items previously provided to XXXX XXXX XXXX and XXXX XXXX XX/XX/XXXX spoke to XXXX XXXX, asked to speak to XXXX XXXX XXXX 's manager and to be assigned a new customer advocate. Also sent him a copy of our XXXXXXXX XXXX  statement XX/XX/XXXX was contacted by customer support specialist XXXX XXXX asking for a HOA statement previously submitted - contacted XXXX XXXX again for assistance clearing the confusion XX/XX/XXXX he responded that he had the needed document and would add it to the loan file XX/XX/XXXX was contacted by customer support specialist XXXX XXXX asking for HOA statement previously provided XX/XX/XXXX request XXXX XXXX give me a call - no response no call XX/XX/XXXX received a notice of incomplete loan application due to a missing letter of explanation regarding additional property we own. 
XX/XX/XXXX sent first letter explaining XXXX, XXXX XXXX and XXXX addresses. Asked XXXX XXXX for a phone call - no response and no call Received a rate lock extension request to be esigned. Completed the esign XXXX was contacted by customer support specialist XXXX XXXX asking for a letter of explanation for the addresses we previously supplied documentation for on XX/XX/XXXX XXXX uploaded a signed letter explaining addresses to the loan document portal. Received automated confirmation for receipt XXXX called and left 2nd message for XXXX XXXX who is XXXX XXXX XXXX manager XX/XX/XXXX received and missed call from XXXX. Called her directly back and got her voicemail.Never received a return call. 
XX/XX/XXXX received request from customer support specialist XXXX XXXX for mortgage statements for addresses listed on the letter of explanation, which said we do not have a mortgage on any of those properties XX/XX/XXXX called and spoke to escalation department and spoke to XXXX XXXX. He explained he would get the loan reassigned and reach out to management to assist with getting a response from XXXX XXXX XXXX XX/XX/XXXX received an email from XXXX XXXX XXXX stating a tax bill was still needed for XXXX and XXXX XXXX addresses in order to proceed XX/XX/XXXX Responded that we would locate the items and send them in. 
XX/XX/XXXX pulled tax bills offline and submitted to XXXX XXXX XXXX - Left a voice message for XXXX XXXX XX/XX/XXXX he responded that he reached out to XXXX XXXX XXXX and also provided her with the tax bills he pulled from online search. Asked how this delay affect the rate lock XX/XX/XXXX asked XXXX XXXX how the delay in approval affect the rate and lock XX/XX/XXXX XXXX responded that our lock we good until XX/XX/XXXX and he adjusted the rate to now 3 % XX/XX/XXXX asked LMO for a status update on the loan XXXX esigned documents for the new loan rate XXXX called customer service and spoke to customer advocate XXXX XXXX she stated she still need to clear up information about XXXX XXXX, the HOA for subject property and to confirm what the lien was on XXXX. Explained we did not have a mortgage on XXXX and sent a letter of explanation for the underwriter XX/XX/XXXX asked XXXX XXXX for an update as she was out of the office. XXXX XXXX XXXX, she was out of the office. XXXX XXXX XXXX. 
XX/XX/XXXX spoke to XXXX  and outlined the frustration with redundant questions and document requests. He said he looked everything over in the loan and saw everything the underwriter would need to review the loan and that he would reach out to the underwriting manager to try and get the loan cleared up and moving. 
XX/XX/XXXX XXXX XXXX confirms loan is in for underwriting review XX/XX/XXXX contacted XXXX XXXX for a follow up - no response. XXXX XXXX sent a response that he spoke to her and asked her to reach out. They are waiting on loan review. 
XX/XX/XXXX requested an update- XXXX XXXX said loan is still in Underwriting review XX/XX/XXXX loan amount has been lowered due to monthly payment and new loan documents sent for esign. Asked XXXX XXXX for explanation XX/XX/XXXX XXXX XXXX says the Underwriting isn't satisfied that XXXX address is free and clear. Sent letter of explanation, HOA documents and XXXX documents showing the construction loan in process. 
XXXX XXXX XXXX request a credit supplement from XXXX to confirm the loan and have it added to credit report XXXX credit supplement received and sent to the underwriter XXXX XXXX XXXX let us know that the underwriter is asking for a 12 month pay history despite knowing the loan hasn't been i n existence for 12 months nor did i t have any payments on it until the money was drawn on. Another credit supplement has been requested XX/XX/XXXX reached out to XXXX XXXX XXXX via email for assistance with asking for something that doesn't exist - no response XX/XX/XXXX contacted XXXX XXXX and again explained that a 12 month pay history doesn't exist due to the newness of the loan and sent corresponding XXXX statements to show this. XXXX XXXX responded that what I sent over wasn't important. They only wanted information directly from XXXX XX/XX/XXXX received an automated notice of incomplete loan documentation where they asked me to provide a 12 month payment history even though XXXX XXXX email said they only want a credit supplement which they requested. Requested management to please contact us. She said she would have her manager XXXX XXXX reach out. We haven't gotten any phone calls from anyone XX/XX/XXXX XXXX XXXX sent an email that said she received the credit supplement back and the loan has been sent back to the underwriter for review.