Consumer complaint received 2021-04-30 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — 
Company: Freedom Mortgage Company
State: KS

Complaint narrative:
I started the loan refinance process on XX/XX/2021. Appraisal, verification of employ, verification of income and ALL documentation requested by the lender was submitted by the first week of XXXX. From the beginning of the process, I was very clear that I did not want to wrap my closing costs into the loan amount and stated multiple times throughout the process that I would bring cash to close. I wanted the loan amount to be {$90000.00}. Many times I was told that my file would be updated. I stated this to XXXX XXXX XXXX in an email dated XX/XX/2021. On XX/XX/2021 I received a CD from XXXX XXXX XXXX with an incorrect loan amount. I replied to him XX/XX/2021 stating that the loan amount was incorrect. I received no response from him or anyone else. On XX/XX/2021 I received an email that my closing was ready to be scheduled. I called Freedom Mortgage that same day and spoke to XXXX XXXX who stated that she would note the changes/problems in my file. I requested an update from XXXX XXXX on XX/XX/2021. She requested some time to look into it, but I didn't get a response. On XX/XX/2021 I submitted my two most recent bank statements showing I had funds available to close to XXXX XXXX as requested. I asked XXXX XXXX for an update on XX/XX/2021 and reiterated that my loan amount should be {$90000.00} and I would bring cash to closing for the closing costs. XXXX XXXX replied verifying my loan amount and stated that my file had been sent to underwriting. I was issued a CD on XX/XX/2021 and I signed it on XX/XX/2021. That CD had the correct loan amount and a closing date of XX/XX/2021. I spoke to the closing department on XX/XX/2021 and was informed that closing was not possible on XX/XX/2021. The earliest closing date would be XX/XX/2021. The man I spoke to in the closing department stated the amount I would need to bring to closing. I informed him that amount was different from the amount I saw on the CD and asked him why it was different. He told me he didn't know why there was a difference and that I would be issued another CD 3 days prior to closing and at that point I could ask them my questions. On XX/XX/2021 I emailed XXXX XXXX XXXX ( Loan Originator NMLS ID # XXXX ) and informed him that i had not received an updated CD and it would need to go out ASAP in order to make the 3 day requirement for TRID. I received no response. On XX/XX/2021 I received another call from the closing department stating that I needed to schedule my closing. I stated that I already had a closing scheduled for XXXX. on XX/XX/2021 and received an email confirmation stating such. 
I was transferred to a closing escalation specialist. I was given many reasons as to why my closing was cancelled. First it was the title company didn't get the docs needed. I contacted the title company and nothing was requested of them and they had received no closing instructions or docs. Then I was told there was a software glitch in the closing/docs department at Freedom Mortgage and my docs didn't go out in time. According to the escalation specialist the system had been down Friday evening and all weekend. After that I was told that the loan amount changed, they put my closing costs back on top of the loan so it had to go back to underwriting. Those reasons were all given during the same phone call. I received a phone call from the closing escalation specialist on XX/XX/2021 stating that my loan amount had been corrected again and my file had been sent back to underwriting. I asked why it had been sent back to underwriting and was told it was because I changed my loan amount. I stated again that I did not change my loan amount, and that it should have been {$90000.00} all along. I asked when closing would be rescheduled and was told hopefully in a couple of days after my file came out of underwriting. I sent an email the evening of XX/XX/2021 to everyone who had contacted me during the process including my loan officer, along with everyone who had emailed the title company from Freedom Mortgage 's closing department totaling 15 employed by Freedom Mortgage. I didn't get a response from anyone. I left a voicemail message for XXXX XXXX XXXX since he is listed on the CD I signed as the loan office stating that I want to know what is going on with my loan and closing. I have heard nothing and have no clue why my loan is not closing.

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