Consumer complaint received 2020-10-19 00:00:00
Product: Mortgage — VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: Freedom Mortgage Company
State: CA

Complaint narrative:
On XX/XX/2020, I contacted Freedom Mortgage to inquire about a possible refinance of my loan.I spoke with XXXX XXXX. In our conversation, we discussed my eligibility for a lower interest rate and pre-approval.I tentatively agreed to the terms provided over the phone by Mr. XXXX and inquired about the possibility of deferring 2 mortgage payments during the refinance process to assist with some expenses of the recent loss of a family member.Mr. XXXX advised that I could in fact defer those 2 payments if I got all the electronic documentation signed and returned in a timely manner.He stated that if all documents were returned timely that I could skip XXXX and XXXX mortgage payments and that I would be responsible for the refinanced XXXX payment to the new loan. 

That evening, I received the beginning documentation for the refinance process. I reviewed the documents, signed them electronically, and returned them as instructed. 

On XX/XX/XXXX, I received a form email that stated that Freedom Mortgage had all documents that were needed and If there were any changes I would be informed right away. 

On XX/XX/XXXX, I received 2 emails that had loan documentation that needed electronic signatures. One email was for my signature and the other was for my wifes signature.Upon review of the documentation requesting my wife signature, it was noted that my wifes first name was misspelled.I made a call to Mr. XXXX regarding this matter and left a detailed message on his voicemail as he was not available at the time. 

A week elapsed and on XX/XX/XXXX, just when I planned to call again to check on the status of my refinance I was contacted via email by XXXX XXXX. She requested identification for my spouse to ensure accuracy of the documents and informed my that the next step was to get scheduled for closing. I sent her a scanned copy of my wifes drivers license as she requested. 

On XX/XX/XXXX and XXXX I was contacted via email by Ms. XXXX. These were updates on status of my refinance.They basically stated that the title company was reviewing the documents and spelling change and that she would call to schedule closing. 

On XX/XX/XXXX, I wrote an email to Ms. XXXX to get an update. No response was received from her until XX/XX/XXXX. 

On XX/XX/XXXX, I spoke to XXXX at Freedom Mortgage. It was after general business hours and I was just trying to get an update on my refinance status. XXXX informed me that everything looked like it was progressing but timelines were trending a bit longer due to COVID-19. I was understanding and thanked her for the information. 

On XX/XX/XXXX, I received an email response from Ms. XXXX. In that email, it was stated that, The title company is currently preparing the deed. I do apologize for the time frame. My manager has escalated the problem. And we are looking for all documents to be completed by the end of the week. I will follow up with you tomorrow. Thank you This was the last communication I received from Freedom Mortgage regarding my pending refinance. I did not feel the need to escalate this situation because I was informed that a manager was already aware and escalating the matter. 

On XX/XX/XXXX, I contacted Freedom Mortgage as I was prepared to pay my XXXX mortgage bill as previously discussed with Mr. XXXX over two months prior and was informed that I was in a forbearance status and that my refinance was on hold. 

This was a shock to me as I was never informed of this situation and did not agree to any forbearance plan.Any forbearance action on this loan was executed without my knowledge or approval.I was informed that if I wanted my refinance to continue that I would need to get the forbearance removed.I subsequently worked with a Customer Satisfaction Representative named XXXX ID # XXXX to start an investigation into this matter and work to remove the forbearance from my account. This action was completed as requested and may have additionally harmed my situation as I was informed after, that my refinance would not move forward until I have six months of on-time payments before my refinance would even be considered. Now, I lack the credit protections that forbearance provides as I try to navigate this complex and troubling situation. 

The act of placing my loan in a forbearance without my knowledge has put me in a difficult and desperate financial situation as I now no longer qualify for refinance. I was misled about procedures and expectations at almost every turn and several calls that have been made to Freedom have gone unanswered and unreturned. This is unacceptable and no way to treat a veteran.

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