Consumer complaint received 2018-02-25 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Freedom Mortgage Company
State: CA

Complaint narrative:
I contacted Freedom Mortgage on XX/XX/XXXX and XX/XX/XXXX related to the removal of Private Mortgage Insurance ( PMI ) on our account. After several phone calls and finally a request to speak to a supervisor or manager, I spoke with XXXX XXXX in XX/XX/XXXX. We currently have an appraisal report that was requested with United States Appraisals due to considering a re-finance. The re-finance process was started since we were led to believe this was the only way to remove PMI ; we found out otherwise and terminated the re-finance process. We have requested that Freedom Mortgage use the current appraisal report ( dated XX/XX/XXXX ; was less than 30 days old upon initiating request process with Freedom Mortgage. Over 2 months have passed due to Freedom 's delays and lack of engagement. ) I understand Freedom Mortgage prefers the use of Single Source for property appraisals ; however, I have asked numerous times for Freedom to provide me with the legal basis or regulation that allows them to require our use of their preferred appraisal service. Nothing has been provided to me. Under the Homeowner 's Protection Act, the following requirements are outlined ( of which we have met ) : submit a written request, has a good payment history, borrow is current and satisfies requirements to establish the value of the property has not declined below the original value and equity in the property is not subject to a subordinate lien. As of XX/XX/XXXX I had not heard back from XXXX XXXX, as promised ( he indicated he would take my request to management for review and consideration ). I sent another email on XX/XX/XXXX and as of XX/XX/XXXX, no response from Freedom. I sent another email on XX/XX/XXXX to finally request that Freedom provide a legal basis to not use our current appraisal report otherwise I would have to take the matter to small claims court. Freedom called our home on XX/XX/XXXX and requested a callback. My husband spoke to XXXX - who indicated that if we sent our appraisal report in, they would like to review and likely use to remove the PMI. On XX/XX/XXXX, we received a letter from Freedom indicating a generic response that we have to use their preferred appraisal company to remove PMI - again refusing to provide me with the regulation or legal basis to require my use of another appraisal company and consequently the valid appraisal report we have. I have also pulled documents that were originally signed for this loan, and nothing in the paperwork indicates we have to use the lender 's preferred appraisal company for PMI removal ; the documents simply outline the terms of removal under the Homeowner 's Protection Act - which we 100 % have met the criteria. Please help us work with Freedom to allow the use of our current, valid appraisal report. I do not believe we are obligated to use their preferred appraisal company.

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