Consumer complaint received 2026-05-15 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Paying off the loan
Company: Freedom Mortgage Company
State: IL

Complaint narrative:
Although my home is in XXXX ( just recently went into XXXX as it have not been XXXX XXXX ), I listed ( My agent ) my home on the market and immediately got a buyer. This is a cash buyer. The closing was scheduled for XX/XX/XXXX. Myself and XXXX XXXX XXXX and team requested for the final payoff since XXXX as they were aware that closing was XX/XX/XXXX. We had to push the closing to XX/XX/XXXX as they still did not provide payoff. We still have not closed as they still have not provided as of today ( XX/XX/XXXX ). We called and spoke with XXXX different supervisors ( XXXX - XXXX ID XXXX ; XXXX ; XXXX XXXX ID XXXX ; XXXX XXXX ID XXXX ). The XXXX XXXX XXXX even requested Payoff from the XXXX department and their law firm team. A payoff was needed for current dates ( XX/XX/XXXX ) so that the funds could be wired to pay off the mortgage for the closing. Everyday since XXXX either we were hung up on ; or myself and the title company was told that they emailed the payoff to email address ( XXXX ) on XX/XX/XXXX. No payoff was ever emailed or sent as they admitted over the phone. They rerouted the title company team to call the law office to have the pay off sent. Contacted the law office and was told to send an email ... no response. Finally the law office representative advised that we should have the pay off letter within the hour on today ( XX/XX/XXXX ) this morning. No letter received. Then we were told that the mortgage company has to send the payoff. Spoke with the mortgage company again. They advised that it takes XXXX XXXX business days from the date requested. Keep in mind the payoff was requested XXXX and was escalated with a sense of urgency as closing date was originally XX/XX/XXXX. They will not even give us preliminary numbers over the phone. The closing has been pushed out to no later than Tuesday ( XX/XX/XXXX ) or the buyer will walk. They have been given the title company, closing attorney and myself the run around. It has been escalated since XXXX and everyday since then they said that they were emailing the letter to the XXXX XXXX XXXX emails and copying closing team everyday. And everyday still no letter. As of to date, the mortgage company is stating that the only thing that they were waiting on is the law firms letterhead and final numbers. The lawfirm stated that they have already submitted everything to the mortgage company and that they should have been submitted to us the payoff letter days ago. I feel like they are given us the run around so that I can not sell my home. The Attorney that they keep saying that is causing this is is Attorney XXXX XXXX - XXXX ( mortgage company XXXX Attorney. However the law office is saying that Freedom Mortgage should have sent the letter days ago. We need the payoff letter so that we XXXX close. Freedom Mortgage contact number is XXXX ( Payoff and Mitigation team )

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