Consumer complaint received 2022-03-02 00:00:00
Product: Mortgage — FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: Freedom Mortgage Company
State: CA

Complaint narrative:
On XX/XX/XXXX, we attempted to begin a refinance of our FHA mortgage held by Freedom Mortgage. They had been contacting us directly to refi, stating it would be an easy process because we are existing customers. We allowed them to run our credit and process our application. On many occasions, our sensitive information ( paystubs, SS card, transcripts ) had been lost and we had to supply it again to other employees with Freedom Mortgage. In our first XXXX complaint, we alleged this but the person who responded said we could rest assured that nothing is lost. But, we do not believe that and will not accept that without proof that they still maintain every document we have submitted. We had been shuffled around from employee to employee over the course of 3 months just trying to get any information we could to close this transaction in a timely manner but that was impossible. We were told in our first CFPB response from Freedom on XX/XX/XXXX, that they would attempt to close this deal in 3-5 business days. After our complaint was alleged, Freedom decided to retaliate against us and asked us to prove we had enough funds to pay the first mortgage payment in reserves. This was never brought up in the 3 months this transaction was being " worked '' on. We supplied an account summary of our checking account showing sufficient funds. For several days, no one would reply to our emails or calls about whether that would suffice to show enough reserves. Today, my husband got a hold of someone at Freedom and they now are saying they are denying our loan because we paid 1 payment " 30 days late '' in XX/XX/XXXX. It was due XXXX and we paid XXXX and another payment for XXXX within a week. 

They pulled credit in early XXXX, they were aware of our payment history with them and had access to all of our account information since before we even began the refinance process. They were after all contacting us to refi, not the other way around. If they knew that XXXX 30 day late payment would obstruct us from refinancing according to their criteria, why are they hounding us with marketing for refinancing as current customers? Why was our refi application not immediately shut down after reviewing our payment history in the first day of applying? Because Freedom Mortgage is inept to carry out business. It's not like our complaint is the first they've ever seen. The internet is riddled with the same complaints. 

This reason for denying our application is purely a retaliation response. 

Freedom Mortgage is inept, unprofessional, unequipped, understaffed and illegitimate. Their left had has no idea what their right hand is doing. They drag people through the mud for months on end because they are a complete mess. A company who should not be allowed to advertise financial products, let alone offer them.

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