Consumer complaint received 2024-03-07 00:00:00
Product: Mortgage — VA mortgage
Issue: Closing on a mortgage — Trying to communicate with the company to fix an issue with the loan closing
Company: Freedom Mortgage Company
State: OR

Complaint narrative:
I put my house on market in XXXX of XXXX. The current buyer puts offer towards the house in the beginning of XX/XX/XXXX. I submitted the Authorization form needed to Freedom mortgage on XX/XX/XXXX. I had to escalate calls in order to get freedom mortgage to give buyer permission to call on behalf of loan to set date for assumption loan approval process. After escalated calls from me and my realtor FM finally authorized buyer to talk to FM. They schedule a call XX/XX/XXXX. No one ever said that the 60 to 90 days to close starts when processor is assigned, instead I was told that it started when authorization was approved. Certain representatives shared the lack of employees in department. There was no way to call the loan assumption department. I had to call a different department and they had to transfer me. Each call would take over an hour because they had a hard time getting through to the loan assumption department. During XXXX and XX/XX/XXXX we were fighting to get them to have initial call with buyer. Nothing was submitted for loan process until XX/XX/XXXX. Thats when I got a generic email from the processor XXXX XXXX saying the 60-90 day starts now, meanwhile the FM authorization submitted and contract began with buyer in XXXX. The processors first initial email were for VA documents to be signed, it was sent only to me, XXXX, who is not the veteran. Those papers were not sent to the other owner, who is the veteran. I had to send a couple of emails asking the processor to send it to the veteran. There was no acknowledgment for the mistake and how long it took for the processor to respond to us. Continued lack of communication, slow process from freedom mortgage, escalated calls and emails to move this along closing along. 

Freedoms Mortgage internal processes have added to my financial and mental health issues due to added financial stress, stress of a selling of a house due to divorce decree obligations, occurring of debt, reactivation in nervous system due to delayed response in communication when starting with authorization of buyers to begin the process, needing to escalate calls and emails for a respond which only activates my nervous system outside of my window of tolerance for external stress, especially in a time where I am actively working on traumatic events impacting my health ( car accident and two recent deaths on my family ) Due to all of this I requested support from Loss Mitigation regarding hardship to pay loan and I was advised a number of times that the loan assumption could not close if delinquent. I was also advised that FMs assumption department and hardship department do not work together to provide support and ensure the closing of this home without any continued or additional financial burdens and stress. 


There is a huge issue with the communication and false Information about the process of how long loan assumptions take at freedom mortgage, and how it is communicated to client. Ive also had to deal with my realtor, contacting me about updates because they are not give. Information they need. When I talk to the processor, processor is rude and response does not line up with the buyers information. There has been a number of times his communication seems false and contradictory. When asked about it he deflects and ask for the next payment due on the loan. He has been rude and dismissive. 

Their internal process should not impact clients at this level and if it does, and a client shows proof of how their internal process impacts their mental health and financial burdens, it is their responsibility to help by providing alternatives that meets the needs of their clients to the best of their ability.

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