Consumer complaint received 2024-08-26 00:00:00
Product: Mortgage — VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Delays in the application process
Company: Freedom Mortgage Company
State: WA

Complaint narrative:
I currently have an account with Freedom Mortgage. Ive been going through the process of selling my house using the assumption loan option since XX/XX/XXXX and the assumptions department have yet to move to the closing phase. Theyve taken their time asking for additional unnecessary information from the buyers, refusing to speak with all parties involved at different points in time, not allowing me to speak with them directly, giving me the runaround, refusing to update me on the process, inaccurately denying the loan, not allowing us to file an appeal, I filed a complaint showing the underwriters alternative documentation that can be accepted instead of denying the loan, Ive filed multiple complaints and I am still getting nowhere. Just this morning the assumption department requested more information from the buyers and to me they will not update and just want to notify the buyer. I am XXXX XXXXXXXX as of XX/XX/XXXX living in the state of Washington with a wife and XXXX children and we plan to move to South Carolina so I need to be updated also so I can plan accordingly. Because the assumptions department will not give us a closing date I had to plan ahead and ship all my home goods to South Carolina so now my family is here in an empty house and weve spent our entire summer here. After the initial loan denial, the buyers were magically approved and the process began again. The buyers have been approved for over XXXX weeks and the assumption department and underwriting are still requesting additional paperwork from the buyers. My realtor spoke with the buyers and they have given the assumption department everything thats been asked of them and more. My loan officer blames underwriting for all the delays and additional information needed but takes no accountability for herself. The supervisor is the assumption department stop speaking to myself and never responds when my realtor reaches out and questions clarity on the requests of these additional documents. When I speak with inquiry representatives they say they dont work in the assumptions department but will notify them and nothing happens. The have all the information needed to approve the loan XXXX times over but keeps extending the process by requesting documents and ignoring us when we ask for updates and then requesting more documentation and now here we are nearly XXXX months later. At this point I see no other reason to why were being treated like this than discrimination and retaliation for me calling and complaining. All I want to do is finish this transition from the XXXXXXXX XXXX XXXX  and closing on this house is a big step. My wife and family still have to get jobs and enroll in a new school but we cant because were still stuck here in Washington. Ive explained all of this to the assumptions department and they dont care to look at the human side of things. Instead theyre toying with us by their actions as stated above.

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