Consumer complaint received 2020-06-03 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — 
Company: Freedom Mortgage Company
State: MD

Complaint narrative:
Hello, I have been going through a refinance with Freedom Mortgage Corporation, headquartered at XXXX XXXX XXXX XXXX XXXX XXXX, NJ XXXX ( NMLS ID : XXXX XXXX. This process has now taken 8 weeks due to Freedom Mortgage 's ( 1 ) repeated attempts to inflate the costs of the loan relative to the initial loan that we agreed upon ; and ( 2 ) repeated failures to support the closing appointments that they scheduled with us. This refinance remains unresolved, and I have stopped receiving responses to my requests for help. 

Freedom Mortgage initially offered a no-cost refinance, for which I signed the closing disclosure on XX/XX/2020. They proceeded to rescind that closing disclosure and re-issue a second one on XX/XX/XXXX. I called them on XX/XX/XXXX to inform them that the costs, fees, and other information did not match what they had promised on the phone. They apologized and promised to correct the issue. By XX/XX/XXXX, I had heard no response so I sent an email asking for a status update. I then received the third closing disclosure on XX/XX/XXXX, which I signed on XX/XX/XXXX. 

Freedom Mortgage then scheduled our closing appointment for XX/XX/XXXX. However, at the time of our appointment, the agent did not arrive. We called them to learn that Freedom Mortgage had failed to provide her with our closing documents. I called Freedom Mortgage to report the issue and they apologized because our documents had still not received an internal approval that Freedom required because the loan was too beneficial to the borrower ( I am paraphrasing ). 

They scheduled our second closing appointment for XX/XX/XXXX. Again, the agent did not arrive due to Freedom failing to provide her with our closing documentation. I called to report the issue and they apologized again, reporting the exact same issue ( awaiting internal approval because the loan was too beneficial to the borrower ). 

Freedom Mortgage then called me on XX/XX/XXXX to schedule a last-minute closing appointment for that evening. We accepted. When the agent arrived, she handed us a closing disclosure that we had never agreed to. Freedom Mortgage had inflated the loan amount, interest rate, and estimated monthly payment, and had reduced the cash to borrower at closing without informing us. We chose not to sign it due to all of these last minute changes that they tried to sneak into the loan. 

I called Freedom Mortgage immediately and spent 20 minutes going through various escalations. Finally, the agent on the phone told me they would transfer me to the highest level of escalation to solve the issue. I then remained on hold for 30 minutes before hanging up. 

I also emailed Freedom Mortgage immediately after the failed closing appointment on XX/XX/XXXX. I received a call apologizing again on XX/XX/XXXX, but offering no concrete solution. I emailed again on XX/XX/XXXX and have received no reply. 

Thank you very much for your help resolving this issue.

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