Consumer complaint received 2022-07-23 00:00:00
Product: Mortgage — VA mortgage
Issue: Closing on a mortgage — 
Company: Freedom Mortgage Company
State: WA

Complaint narrative:
XX/XX/XXXX This is to explain the problem I am having with your corporation. In XX/XX/XXXX I phoned Freedom Mortgage after seeing an ad about how refi is a great option at this time. I explained I already had a mortgage with the corporation and that I was thinking about a refi and what would make using you a good choice. The loan would be used for a new roof and a wrap around porch. The porch also would allow me access to my swimspa that was purchased for a therapy pool as I can not walk far or quickly enough to get in good exercise. A covered porch would give me full access even during times of ice, snow or rain with safety. I was told that most of the info required would already be available and that the refi would be so much easier and quicker than using any other company. If I got my application in the 1st week of XXXX I would have an answer that the loan would go thru or be rejected by the end of the month. That was a straight up lie. 

I submitted my e-application XX/XX/XXXX and was notified then that I would have contact with a loan officer within a week. I did not hear from anyone so on XX/XX/XXXX I called to find out what had happened with my application and personal info. I was on the phone for XXXX XXXX min to try to find out where and with whom the application was located. XXXX, the person who was on the phone with me, told me that a VA loan did not have the same people to accomplish the loan as normal customers did, in fact it appeared that only XXXX person did them all in the entire corporation, XXXX XXXX loan nu. 

I placed a phone message to XXXX at XXXX. XXXX also passed on info XXXX, who was quite busy, would answer before XX/XX/XXXX about getting the loan or a rejection of the loan. Nothing. Again, I left a message on XX/XX/XXXX pleading for a connection with XXXX to answer so that I could just have a refi or go somewhere else as weather here in Wa was correct to have building done right now. All this time we had a XXXX on call to get a new roof line and covered porch so that I could go outside in bad weather. I use a walker when I am not in the house and bad weather is very hard for any type of outside mobility. In a small house I am trapped with looking out the windows to see our porch take shape with the rest of our savings, then stall as every day the cost of more building materials was going up as well as the labor costs. 

XXXX finally connected to us on XXXX XXXX with the requirements of what we had to give her to finish our application. A water test, copy of line of credit all signed by us on and submitted. The loan would close in 1st week of XXXX. The water test was only available on that day so we got into the truck and went to XXXX Wa, about XXXX miles away. Paid for the test, received the test kit and told that we had to get the test back to them that day or it would take a week to get the test. Drove back, followed all instructions and drove back as quickly as we could. As soon as we had the answer, we sent it to XXXX. On XX/XX/XXXX, she said she received all that info, but now needed to have info on our home insurance at the higher loan coverage before she could go on with the loan. What was going on?? Why did she not ask for all this info from the beginning? 

XXXX sent XXXX the info directly oh, she now needed payoff info for required for our Freedom Mortgage existing loan and for 15 days out. What? Did she not have access to that info from inside your corporation? It appeared not. But we could get the answer on this refi by the mid of XXXX. XX/XX/XXXX, call that all info was now in her hands. XX/XX/XXXX, we were at the level of XXXX XXXX XXXX XXXX and would be done by the XXXX week of XXXX Oh, by the way? Please send 15 day payoff info for the XXXX XXXX that we had requested for part of this refi money. The XXXX XXXX people was only able to send us the info, not directly to XXXX. 

So, by XX/XX/XXXX we had to be on the phone with XXXX of how to forward the info without having any typed of change that we might be able to change. XX/XX/XXXX, on the phone about getting all 15 day out info needed to be updated. XX/XX/XXXX, XXXX was removed as our Freedom Mortgage XXXX XXXX. We now found that we were at the beginning of some of this process. But the loan would be completed by XXXX, promise. Oh, now? We need to have the payoff info, why did they not ask for this before, for my XXXX. XXXX and XXXX, ( same person as 1st contact? ) XXXX now needed to have all updated info on all payoffs, new credit report, all forms updated, and a new water test done by a XXXX party company. We ended up paying over {$140.00} for a person to come out and take the water sample to the exact same place we took the XXXX XXXX. All results were exactly the same. Our XXXX was talking about us needing to find another XXXX as this was stalled for so long. 

XX/XX/XXXX, Freedom Mortgage received all info and the loan would close soon. XX/XX/XXXX, the loan closed with the sending of the check, well almost. We had to drive into XXXX to get it. We begged our XXXX to come back and he did. The crew was able to work for XXXX ( XXXX ) days before the rains came. There was no way to finish the work until the rains stopped long enough, about 5 days, to start working on the roof again. 

I am now sitting here typing this while the rain is falling down on XX/XX/XXXX and there has not been XXXX hours of dry since XX/XX/XXXX. I have not used the therapy pool except for about 3 times. I am not able to use the porch as it is not covered and it gets to slippery, especially with ice, snow, and the rain. It was my idea to do all of this and every single day I see what I have cost my family and the guilt is, on some days, almost overwhelming. I now hate living here seeing what this has done to my family and myself. As I reviewed this nightmare, I am reminded of all of those days where I was strung alone by Freedom Mortgage day after day, week after week, month after month. The total irony was not lost on me when in XX/XX/XXXX, XXXX XXXX XXXX gave a blog/speech about how much his corporation is concerned about Vets and working for them to make loans better and quicker. I am not even sure if the trusses and the supports are still usable after all this time. 
Over 100 days and then all that rain and they refuse to do anything, but we have NEVER been late on any of our payments!!!

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation