Consumer complaint received 2020-03-11 00:00:00
Product: Mortgage — VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: Freedom Mortgage Company
State: MD

Complaint narrative:
XX/XX/2020 I spoke to loan officer XXXX XXXX in an attempt to get a mortgage. He ensured me that as a current VA loan customer, the fact that I wanted to purchase the home directly next door to me with another VA loan could be achieved. 

I completed the loan application, submitted all the required forms and my file was sent to the loan processor around late XX/XX/2020. During the entire process leading up to my file going to the loan processor I inquired many times with XXXX on the status of my loan. He ensured me that there were no issues and everything was looking positive. XXXX also said his team members were on top of my file so we could get the deal closed soon. 

XXXX went out of the country during the processing of my loan and was very unresponsive to my follow-up inquiries for my loan. When i called Freedom mortgage I could never speak to a manager concerning XXXX being unresponsive to me calling him. 

When XXXX finally called me after about 2 weeks of being MIA he told me there were no problems with my loan processing. 

Late XXXX XXXX-Loan processing stage. XXXX XXXX called me asking for the Same documents I gave to XXXX back in XX/XX/2020. I gave him the documents in an attempt to make sure the loan would close soon. 

XXXX XXXX also ensured me the loan was moving along at a good pace and there were no issues. He and XXXX said i was in the underwriting stage and there were no issues. XXXX then asked for duplicate documents and XXXX scheduled the appraisal. I paid for the appraisal and termite inspection. The VA appraiser also came back out to fix the repairs the sellers fixed. 

I was told by XXXX we could close XX/XX/XXXX then the sellers moved it back to the end of XXXX. Title company set up closing for XX/XX/XXXX and XXXX said we could close XX/XX/2020. XXXX also sent me a new loan disclosure based on the changed loan amount from the VA appraisal. 

Come XX/XX/2020, XXXX called me and said the underwriter will not approved the loan not because I didnt qualify but because the underwriter said I couldnt buy the house next door with a VA loan. 

I was told by XXXX there could be another option to save the deal but he never called me back about the option. I called XXXX, XXXX manager, XXXX managers and tried to speak to anyone who could assist, but I received no answer back. When I finally did speak to someone from the closing team they said the loan was suspended XX/XX/2020, which I had no knowledge of. 

XXXX XXXX and XXXX XXXX were very misleading and deceitful in processing my loan application. I have lost the money I paid for the appraisal, the termite inspection and pulled money out of my 401K for closing, which I will be taxed {$300.00} on. In addition to the money lost, they waisted my time and caused stress to me as well as the sellers. 
I never even received a loan denial letter which by federal regulation Im entitled to. 

The sellers pulled out the deal when i told them we couldnt close on XXXX XXXX. 
I would like to be refunded my money I lost for the appraisal, termite inspection, and money I will be taxed for taking money out my 401K. 

-XXXX  XXXX

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