Consumer complaint received 2016-11-29 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Application, originator, mortgage broker — 
Company: Freedom Mortgage Company
State: TX

Complaint narrative:
The lender pulled a bait-and-switch on my loan application. I 've been trying to refinance my mortgage since XX/XX/XXXX and the lender has been dragging his feet. XX/XX/XXXX, I locked in a rate ( using my current mortgage company ) and began the necessary steps towards a refinance. I delivered all requested documentation and reappraised my house. I 've repeatedly followed up with the lender asking questions and requesting status updates, but the lender failed to respond. Almost two months after I locked into my rate, the lender finally responded saying that he thought " [ myself ] and the processor XXXX decided to cancel the transaction due to the [ flood insurance ] coverage increase ''. He then said the only way to proceed was to relock using today 's higher interest rates. 
After my reappraisal, the lender said my flood insurance was insufficient and demanded that I increase my flood insurance to proceed. The lender proceeded to contact my insurance company and told them to increase the coverage. On XX/XX/XXXX, I told my insurer that this increase was ok. After I approved the insurance increase, on XX/XX/XXXX the Loan Processor called again demanding that I increase my coverage. On XX/XX/XXXX, I had a phone conversation with the Loan Processor explaining that my current flood insurance is adequate and provided evidence that my current insurance is satisfactory with my current mortgage company ( which I remind you is the same company I 'm using to refinance ). The Loan Processor said he 'd look into this. The Loan Processor failed to respond. On XX/XX/XXXX, the XXXX Advisor emailed me again requesting that I increase my flood insurance. That day, I again asked what 's driving the increase. The Lender failed to respond. On XX/XX/XXXX, I asked again. The XXXX failed to respond. On XX/XX/XXXX, I asked again. The Lender said he is " trying to get a direct answer '' and " once we hear back, either I or your processor will reach out to you to give you an explanation ''. On XXXX - over a month after my original question - the Lender finally responded saying " there must have been something overlooked with the previous company ''. Since I approved the increase XX/XX/XXXX, I again emailed the Loan Advisor reiterating the fact that I want to proceed with the loan, increase the insurance, and requested the next steps to proceed. The Lender failed to respond. On XX/XX/XXXX, I requested another update from the Lender and he said he thought " [ myself ] and the [ Loan ] processor XXXX decided to cancel the transaction due to the [ flood insurance ] coverage increase '' and the only way to proceed was to continue and today 's ( higher ) rates. This is completely false and I never once said nor indicated that I 'd like to cancel my application. 
I 've saved all emails and phone records over this period. I never once requested to cancel my loan application and have the documentation to prove it. I have a detailed timeline of all communications with the lender and can affirmatively show that the lender went silent during my loan applications. I 've done everything I can to proceed with this loan, but the Lender has not been responsive. I 'd like to proceed with my loan at the agreed and locked-in terms that we originally agreed to.

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