Consumer complaint received 2019-05-09 00:00:00
Product: Mortgage — Other type of mortgage
Issue: Closing on a mortgage — 
Company: Freedom Mortgage Company
State: VA

Complaint narrative:
XX/XX/2019 : IRRL process originated via Freedom Mortgage, after receiving a " sales call '' from one of their Loan Originators. In their words : mine and my wife 's current IR was " above market '' and Freedom wanted to keep us as a customer, so they were being proactive about trying to lower our interest rate, in an attempt to retain our business. Everything sounds good, so I accept the offer to proceed with applying for the IRRL. Freedom 's Rep sends me an initial loan estimate that evening, and I review it the following morning ( XX/XX/XXXX ). 


XX/XX/2019 : Myself and the Freedom Mortgage Rep ( Loan Originator ) speak via telephone and review the Loan Estimate. I am satisfied with the proposal and sign all required documents, which triggers an automatic sending of those documents back to Freedom Mortgage, authorizing them to take the next necessary steps to progress our IRRL. I am told by the Loan Originator that the next phase can take a few days, and that the next word I receive from Freedom Mortgage should be that our IRRL is approved. 


XX/XX/2019 : Receive an email from XXXX XXXX XXXX. Not sure if this email is legitimate or not. Do not respond to email. 


XX/XX/2019 : I receive an email from a second Freedom Mortgage Rep ( Closing Advisor ( CA ) ), informing me that our IRRL has been " Final Approved ''. This email tells me the important next steps that need to be taken to ensure the IRRL closes as soon as possible. These steps include : receiving a Closing Disclosure ( CD ) within 24 hours, me and my wife acknowledging receipt of the CD, and speaking with a Closing Advisor to schedule an actual closing meeting/date. NOTE : we did not receive a Closing Disclosure related this email, within 24 hours, as we were told we would ; and to this date have not actually received any final CD ( s ). 


XX/XX/2019 : I reach back out to the original Rep from Freedom Mortgage that started the IRRL with me ( Loan Originator ) to confirm if the Closing Advisor is legitimate. I am informed that the CA does in fact work for Freedom Mortgage, and that working with them is necessary. I also inquire about XXXX XXXX XXXX, but do not receive confirmation that XXXX XXXX XXXX is in fact the Closing/title Company of record. 


XX/XX/2019 : Still no CD. Receive another email saying that our IRRL has been Final Approved, and that there are documents that need to be signed. However, when I attempt to access the documents, the file does not load. 


XX/XX/2019 : Still no CD. I am contacted by a third Freedom Mortgage Rep ( Closing Advisor ), via email and telephone, again informing me that our IRRL has been final Approved, and that I need to call to schedule my closing date. I call this new CA, and schedule a closing for the next day, Saturday XX/XX/2019. I receive another email saying that our IRRL has been Final Approved, and that there are documents that need to be signed. However, when I attempt to access the documents, the file does not load. 


XX/XX/2019 : The closing Agent never shows up to conduct the closing. 


XX/XX/2019 : Still no CD. I call the new CA ( third FM Rep ) to inform him that nobody came to my home to conduct the closing we had scheduled. He acts surprised, and apologizes. He tells me the CD went out and that I should have it. We argue, and then he tells me he will order another CD. 


XX/XX/2019 - XX/XX/2019 : Still no CD. Still not closed. Speak with multiple Freedom Mortgage Reps throughout this time. Consistently told we will receive a CD, reminded that we are Final Approved, and told they are working on the issue. Issue still not resolved. 


XX/XX/2019 : Contacted by a fourth Freedom Mortgage Representative ( Associate Sales Director ). Told the issue will be handled. Told he will personally take care of the matter. No further contact with this Associate Sales Director until XX/XX/2019. 


XX/XX/2019 : Contacted by a fifth Freedom Mortgage Rep ( Customer Advocate ). This Rep is no better than her predecessors, and demonstrates continued incompetence concerning the processing of our IRRL. This Rep also makes promises and does not deliver on them, namely missing deadlines for producing a CD and righting the issue. 


XX/XX/2019 : The Customer Advocate sends me a working copy of a Closing Disclosure. The numbers are grossly different from the original Loan Estimate. I express my concern to the Advocate and she informs me that she will work to rectify the numbers, and will call me back by COB or first thing on the morning of XX/XX/XXXX. I did not get called back by COB on XX/XX/2019. 


XX/XX/2019 : I did not receive a call in the morning from the Customer Advocate, as promised. I called her back throughout the morning and left a voicemail and also follow up via email. I still do not hear back by lunch time, so I call the general Freedom Mortgage Customer Support Line and get them to get the Customer Advocate on the line. The Customer Advocate informs me that the Loan is still not rectified and that she is consulting with a manager to assess why the numbers are not making sense. A number of phone calls take place between myself, the Customer Advocate, and the manager that she is consulting with ( the Associate Sales Director who contacted me on XX/XX/2019 ), and by the evening of XX/XX/XXXX we reach a point where the Loan is being sent back to Underwriting for a 4th Final Approval, in an attempt to make it to the 3rd scheduled Closing for XX/XX/2019. 


XX/XX/2019 : Still no CD, not even from the numbers that were calculated and apparently Final Approved by Underwriting between the evening of XX/XX/2019 and XX/XX/2019. Another Closing date/time comes and goes with no Closing Agent/Title Company showing up to Closing. I discover that XXXX XXXX XXXX is in fact the Closing/title Company of record. I contact XXXX XXXX XXXX and am told that they have never received any Closing Documents from Freedom Mortgage, nor have they received any notifications/requests from Freedom Mortgage regarding the scheduling of any closing ( s ) for our IRRL. I am also informed by XXXX that I can not schedule the closing with them myself, that it must be done/scheduled by Freedom Mortgage. Additionally, I am told by XXXX XXXX that the only thing they have on file from Freedom Mortgage is a not from XX/XX/XXXX stating that the Title of the Property is clear. 


XX/XX/2019 : I send an email to Freedom Mortgage informing them that we have missed a 3rd Closing, that I feel their actions are negligent, that I have still not received a CD, that they still need to contact XXXX to schedule us for Closing, and of my intent to file a complaint with the CFPB.

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