Consumer complaint received 2024-09-10 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: Freedom Mortgage Company
State: TX

Complaint narrative:
To Whom It May Concern, I am writing to formally lodge a complaint regarding my recent experience with Freedom Mortgage. I have recently assumed a mortgage and/or had the second borrower removed from my account via a transfer of entitlement. Since this transaction, I have been unable to access my online account, which has caused significant inconvenience and frustration. 

When I initially contacted your customer service department, the representative attempted to walk me through the process of accessing my account but was ultimately unable to assist. I was then transferred to another representative, who, upon hearing my issue, responded with an attitude and informed me that because I had completed an assumption, I no longer had access to the online portal. When I asked if this was a temporary restriction or permanent, the representative could not provide a clear answer, stating simply, " Thats just the way it is. '' This lack of information is unacceptable. When I further inquired about who makes the decisions regarding account access, the representative was dismissive and unhelpful. I then requested to speak to someone more knowledgeable, but she attempted to deter me from doing so. After she reluctantly contacted another department, I was transferred, and the call was abruptly disconnected. This forced me to call back and start the process all over again, which only added to my frustration. 

Additionally, I was told by another representative that the reason I can not access my online account is due to a " security breach. '' This explanation makes no sense, particularly because I have been the primary owner of the residence the entire time, and nothing has changed with the loan except for the removal of a second borrower. It is unclear why this alleged security issue would only affect customers who have assumed mortgages, and this vague and inconsistent reasoning is inadequate. 

Furthermore, I was not provided with any information post-closing regarding how I would be able to access my account, and I find it unacceptable that no solutions were offered to restore my access. The fact that I now must call the customer service line every time I want to make a payment, and that I am unable to set up any type of automatic payment, is an unnecessary and frustrating burden. The lack of options for varied payment schedules, such as weekly payments to minimize interest, is yet another point of frustration. 

Overall, I am extremely dissatisfied with the service I have received from Freedom Mortgage. The company 's failure to provide clear reasoning or a solution to my online access issue, combined with the poor customer service and lack of transparency, is deeply troubling. I would like to request that this issue be escalated and that I be provided with immediate access to my account via the online portal, just like other customers. If this is not possible, I demand a clear and reasonable explanation as to why. 

Please treat this complaint with the seriousness it deserves and provide a response that addresses the issue. 

Sincerely, XXXX XXXX XXXX ( Account information to be provided separately )

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