Consumer complaint received 2020-07-20 00:00:00
Product: Mortgage — VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: Freedom Mortgage Company
State: VA

Complaint narrative:
I received the title of XXXX XXXX XXXX XXXXXXXX veteran XXXX XXXX. I contacted freedom mortgage about my mortgage amount and sent in documentation and uploaded it to my account for the tax department. I requested my mortgage be updated and the tax removed as I now dont pay property taxes as per the State of Va. I forwarded them all the required requested documents and a month later heard nothing. I recalled and asked what the status was and they said its being updated. Another month goes by and I called them asking about what the status was and they said I was missing paperwork. I resent the same documents and now its beginning XXXX and I call again. They said it was in process still. 

Towards the end of XXXX I got very frustrated with how they were conducting business and decided to refinance my loan with another company. I found another company to refinance with and I was advised freedom mortgage was handling the documentation and transfer of loan. I advised Freedom mortgage to make sure that when they were conjuring the documents to include the fact that I do not pay property taxes and do not send a notary to my house with documentation for the new prospective mortgage company stating that I pay property taxes. 

I paid my mortgage up until XXXX as requested by freedom mortgage as per the refinance terms. The terms were I would pay up to XXXX I wouldnt pay XXXX because I was in refinance and signing my loan papers via notary in XXXX. and XXXX I would pay My adjusted mortgage minus property with my with my new lender. 

XX/XX/XXXX XXXX and The notary arrived at my house with the paperwork to sign for a refinance for my new lender from freedom mortgage she was sent. I reviewed every piece of documentation before signing it and I noticed that my new mortgage was including property taxes. I advised her that the paperwork is messed up because I dont pay property taxes and called freedom mortgage refinance department immediately. After waiting on the phone for two hours and 45 minutes I got a hold of someone and she advised me that she would fix the paperwork and that they would reach back out to me to re-sign them soon. 


No one from freedom mortgage reached out to me and it was XX/XX/XXXX when I called them back asking about what was going on with the status of my new loan paperwork an appointment with the notary to sign. I was advised that the terms were being fixed and the documentation was still in transit but they were wondering why I didnt pay XXXX. They advised me in order to get my refinance fixed I would have to pay XXXX after they stated to me I wouldnt have to pay. They advised me that my last loan terms expired and that now I have to pay XXXX, when no one reached out to me about anything changing or about if they dont have the proper paperwork what would happen. 

So Im still waiting for my new paperwork for my new loan terms with my perspective lender And freedom mortgage is now telling me I need to pay for XXXX when we when Im within the last week of XXXX for my mortgage after advising me I didnt have to pay for it. But then telling me on the phone that I didnt have to pay for it because of the term of the loan before but now that expired. I explain to the guy that the reason for the terms of the loan is expiring was our fault of freedom mortgage because they have had my property tax information and status changed since XXXX backdated to XXXX and they have not fixed it. So the reason why I didnt carry over to my new lender was because of their fault. So now Im here with 10 days left in XXXX Payment after telling me I didnt have to pay and now I dont know what my XXXX payment would be if it would be with my perspective lender or the current one who still charges me the original amount and continues to take property Taxes from me. 

Im basically being forced to pay a mortgage that is incorrect for a month that they told me I didnt have to pay it after months of requesting an update in my mortgage that never happened hence forth the reason as to why Im moving to a new lender. And the documentation for that got messed up because of the fact that freedom mortgage has not done what they needed to do. 

How is it that freedom mortgage Cant continue to charge me my mortgage amount based off of taxes when I dont pay property taxes. Then mess up my loan terms for my perspective lender and then tell me I Re owe money that they told me I didnt know. Yet the reason that loan expired was at their fault to begin with. 

Today is XX/XX/XXXX and I was told via telephone that someone would call me yet I still dont know the stipulations of my current loan with my mortgage lender my perspective loan or what amount is what since I have been charged incorrectly

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