Consumer complaint received 2025-11-24 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — Delays with the closing process
Company: Freedom Mortgage Company
State: CA

Complaint narrative:
I am filing a complaint regarding Freedom Mortgage due to significant delays, miscommunication, a cancelled closing, and improper handling of my XX/XX/XXXX mortgage payment. 

A refinance loan with Freedom Mortgage was approved, and the signing appointment was scheduled for XX/XX/XXXX at XXXX XXXX. Written communication from the lender stated that if the loan closed on that date, the next mortgage payment would not be due until XX/XX/XXXX. Based on this, I prepared for the closing and adjusted work and family obligations. 

However, the notary assigned to conduct the signing on XX/XX/XXXX did not arrive and did not contact me. No notice of cancellation was provided. The following day, I was informed that the closing had been cancelled due to internal employment verification issues on the lenders side. I had already provided all required contact information for my employer and had cooperated with the verification process at every step. 

Throughout the refinance process, the lender repeatedly requested documents that had already been submitted, including my XXXX and XXXX tax returns, 1099 information, and an income explanation previously emailed on XX/XX/XXXX. On XX/XX/XXXX, I was again asked for 1099s under the incorrect assumption that I operate a business, even though the lender had already received written clarification months earlier. 

There were also ongoing communication failures. Multiple contact numbers were provided, but the lender consistently called only one number and did not leave messages. Additional numbers provided were not used, despite being repeatedly confirmed. The co-borrower on the loan did not receive any calls or emails from the lender at any point, even when emails were addressed to both borrowers. 

After the lender cancelled the XX/XX/XXXX closing due to its own internal issues, a supervisor from Freedom Mortgage stated that the final date to make the XX/XX/XXXX mortgage payment without being considered late was XX/XX/XXXX. As a result of the lender-caused delay, I am being forced to make the XXXX payment on XX/XX/XXXX to avoid penalties. This situation arose only because the lender failed to complete the verification process and failed to conduct the scheduled closing. 

The lenders actionsincluding the no-show notary, cancellation of the closing due to internal errors, repeated requests for previously submitted documents, and communication failureshave created financial hardship, unnecessary stress, and avoidable disruption. I was fully prepared to close on XX/XX/XXXX, and all delays resulted from the lenders mismanagement. 

I am requesting the CFPBs assistance to : Ensure that Freedom Mortgage does not report any late payment, penalty, or delinquency related to the timing of the XX/XX/XXXX payment. 

Review the lenders communication practices, including the failure to contact the co-borrower. 

Address the operational failures that delayed the refinance. 

Require appropriate monetary compensation for the documented harm. 

Ensure that the lender adjusts the first payment date on the new loan to XX/XX/XXXX, due to the forced XXXX payment. 

Thank you for your review of this matter.

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