Consumer complaint received 2016-01-19 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Application, originator, mortgage broker — 
Company: Freedom Mortgage Company
State: TX

Complaint narrative:
In XXXX XXXX, we were solicited by our current mortgage company, Freedom Mortgage, to refi our existing loan to a lower rate and lower payment. In the solicitation, as well as in phone and email communications, we were told that there would be no closing costs, no costs rolled into our loan and no additional time added to our mortgage. When I expressed concerns about this being to good to be true to the loan officer, XXXX XXXX, he told me it was a customer retention program designed to keep clients happy and prevent them from shopping for a better rate. After we were given written confirmation that there would be no costs of any kind associated with the refinance, we agreed to move forward and allow Freedom Mortgage to run our credit and begin the refinance process. 

We were given a list of required documents and a link to a portal for uploading documents. We uploaded all the requested documents during the first two weeks of XXXX XXXX. On XXXX/XXXX/XXXX, we received an email from our loan processor, XXXX XXXX XXXX, requesting XXXX and XXXX business and personal tax returns. On XXXX/XXXX/XXXX, I emailed the requested tax documents along with a reminder that I had also uploaded all of the originally requested documents to their online portal. 

Approx two weeks later, we received a letter stating that our rate lock was about to expire due to not receiving all documents. I immediately called and spoke with XXXX who assured me that all documents had been received and that I need not worry about the rate lock expiring because that only applied to them receiving all documents and that it would not matter if our closing date was after the rate lock date. She told me at that time that they would be back in touch in a couple weeks to set a closing date. 

On XXXX/XXXX/XXXX, I called XXXX to see where we were in the process and ask why we had not heard from someone about a closing date since this had now been going on for well over 6 weeks. At first she said our refi application had been closed out on XXXX/XXXX/XXXX due to not receiving the XXXX and XXXX tax docs. When I pointed out that I had mailed those documents to her and that they had been received by her on XXXX/XXXX/XXXX, she then said the issue was we did not send the XXXX 's with the tax returns. I then pointed out to her exactly where the XXXX 's were in the attachments that had been sent to her. At this point she said " I uploaded everything, I do n't know why your loan was closed '' ... She could provide me no more information and directed me back to my loan officer, XXXX XXXX. 

On that same day, XXXX/XXXX/XXXX, I called XXXX XXXX but he was out of the office so I emailed him a request to have someone who knew what they we doing to get in touch with me. On either XXXX or XXXX/XXXX/XXXX, I spoke with XXXX XXXX and he said he would check on my file and promised to call me back no later than noon Fri, XXXX/XXXX/XXXX. On Fri afternoon, after not getting a call from anyone at Freedom Mort, I called XXXX XXXX again and his voicemail message said he was out of the office. I left a message requesting a call, again ... 

On Tues, XXXX/XXXX/XXXX, I emailed XXXX XXXX that if I did not hear from someone by noon the next day, I would be filing formal complaints. Later that same day, XXXX XXXX emailed me and apologized for not getting back to me and again promised to review our file and get back to us within 24 hours. 

On Weds, XXXX/XXXX/XXXX, I received an email from XXXX XXXX that he had been assigned to a new department at Freedom Mort and could no longer work on my loan. He said the file had been reviewed with his supervisor and that a new loan officer would be in contact with me within 24 hours. He did not supply the name of the supv nor the new loan officer ... 

On Thursday, XXXX/XXXX/XXXX, I emailed XXXX and XXXX requesting the new loan officer info. As of XXXX/XXXX/XXXX, there has been no contact.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation