Consumer complaint received 2026-02-09 00:00:00
Product: Mortgage — VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Confusing or misleading advertising or marketing
Company: Freedom Mortgage Company
State: UT

Complaint narrative:
Why was my first complaint closed? It did not have a resolution. 


I am a 100 % service-connected XXXX veteran in XXXX XXXX XXXX XXXX Utah, pursuing a VA Interest Rate Reduction Refinance Loan ( IRRRL ) with Freedom Mortgage Corporation . While one issue ( property tax exemption/escrow ) has recently been corrected after repeated requests and document submissions, the overall process has involved significant delays, inconsistent handling, miscommunications, and apparent misapplications/misrepresentations of VA guidelines creating unnecessary hurdles and risking the expiration of my rate lock commitment on XX/XX/year>. 
Summary of Key Issues ( Updated ) : Property Tax Exemption and Escrow Mishandling ( Now Resolved, But Delayed ) As a 100 % service-connected XXXX veteran, I qualify for Utah 's full property tax exemption ( {$0.00} taxes ). Freedom Mortgage initially failed to verify or apply this, repeatedly adding unnecessary escrow reserves for taxes which inflated cash-to-close amounts and contradicted veteran benefits. It required multiple back-and-forth exchanges of documentation and persistent follow-up over an extended period before they finally corrected it. This contributed to overall delays in the refinance process.

Unexplained Escalating Closing Costs Early disclosures showed cash-to-close around {$3800.00}, but later versions increased significantly ( over {$15000.00} in some cases ) due to fluctuating fees, credits, origination charges, and other adjustments. Despite requests, no comprehensive side-by-side comparisons or detailed justifications have been provided consistently.

Poor and Selective Communication I repeatedly requested that my fianc, XXXX XXXX XXXX, be included ( " cc 'd '' ) on all emails, disclosures, and updates, as she is actively involved. This was not consistently honored, leading to fragmented and incomplete communication.

Document Inconsistencies and Errors Multiple Closing Disclosures showed discrepancies, and earlier documents ( e.g., Power of Attorney ) had errors regarding involved parties.

Critical Lack of Consent and Unauthorized Title-Related Impositions The most concerning issue stems from Freedom Mortgage 's insistence on changes related to titling/XXXX XXXX status on the property title, which they attributed to VA funding fee rules, recoupment requirements, or IRRRL eligibility assertions I believe are inaccurate or misapplied under VA guidelines.

I never requested, authorized, or consented to removing XXXX XXXX XXXX from the title. 
VA IRRRL rules ( per VA Lenders Handbook Chapter 6 and related sections ) do not require or mandate removal of a non-veteran fianc or co-obligor from title in a streamline refinance ; non-veteran spouses/fiancs are routinely permitted on title without forcing changes, especially for owner-occupied properties where the veteran is the primary borrower. ( Joint loans with non-spouse non-veterans may have guaranty limitations or prior approval needs in some cases, but not automatic removal requirements for IRRRLs. ) Freedom Mortgage recently referenced a " title request '' to remove her ( in correspondence from XXXX around early XX/XX/year> ), despite no such request from me. This seems to originate from internal errors, poor documentation of prior discussions ( e.g., with XXXX XXXX ), or an effort to create artificial obstacles.

By imposing or pushing non-consensual title modifications without my agreement and misrepresenting VA rules as the cause, Freedom has stalled the process, eroded trust, and potentially contributed to delays that could allow my rate lock to expire practices that appear deceptive, unfair, and lacking in good faith.

These issues particularly the non-consensual elements around title, combined with slow resolution of verifiable matters like the tax exemption have caused substantial stress, time loss, and financial risk for a XXXX veteran seeking legitimate VA benefits. Freedom Mortgage has not fully addressed outstanding questions on the title issue 's origin, VA rule citations, fee breakdowns, and a firm closing timeline before expiration.

Requested Resolutions : Written confirmation that no title removal for XXXX is required or will be imposed without my explicit consent, and clarification on any VA rules they believe apply.

Final accurate Closing Disclosure reflecting the corrected tax exemption, with all fees justified.

Assurance of closing before XX/XX/year>, to preserve the locked rate. 
Reimbursement or waiver of any unnecessary fees/delays attributable to these mishandlings. 
Full inclusion of XXXX in all future communications. 

This pattern aligns with reported consumer experiences and regulatory scrutiny of Freedom Mortgage ( e.g., prior CFPB actions on data errors and compliance ). I request your intervention to investigate potential violations of consumer protection laws, unfair/deceptive practices, and VA IRRRL compliance .

Please confirm receipt and provide a case/reference number. I am available for follow-up and have attached relevant documentation ( correspondence, disclosures, exemption proof, etc. ).

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