Consumer complaint received 2025-10-31 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Private mortgage insurance (PMI)
Company: Freedom Mortgage Company
State: NJ

Complaint narrative:
Submitted private mortgage insurance removal application in XX/XX/XXXX. Freedom Mortgage received application XX/XX/XXXX. Received letter on XX/XX/XXXX in the mail. Notice was dated XX/XX/XXXX requesting additional documentation for my water softener and that if I did not submit that documentation by XX/XX/XXXX that they would be sending back my {$190.00} XXXX  payment. In this notice, it states that substantial renovations such as a bathroom upgrade would qualify for a XXXX  to be completed. I completed a {$40000.00} bathroom renovation in XXXX, which would allow for us to get a XXXX. I called on XX/XX/XXXX once I received the mail and explained that I had just received the notice so I did not have the proper time to respond. I went through XXXX customer service reps before I got to someone who could help and they let me know that they could submit a ticket to not issue the check and I asked if it were possible to just remove the water softener from the application. They said they would and that it would be about XXXX weeks until I heard from someone about completing the XXXX. On XX/XX/XXXX, I received the initial denial letter that stated that I hadn't reached the XXXX ratio. But lower on the paperwork it says that it can be considered if there were major renovations on the house, which is the same application I filed in the first place. It was the exact document that I received on XX/XX/XXXX when I started the application process. XXXX XXXX, I receive the a refund for the XXXX fee of {$190.00}. On XX/XX/XXXX, I call Freedom mortgage ( the only phone number available is their generic customer service line ) and get through to someone and I explain that I received the check and that I wasn't supposed to because a ticket had been created. She states there are no open tickets. So I ask what should I do about the check and she says that she's submitted a ticket on my application with removing the water softener as she agreed that a XXXX  was warranted based off all my other items in my application. Next day I receive a voicemail from Freedom Mortgage telling me to send the check back to them. I call back and confirm the address where it needs to be sent and I mail it out that afternoon. This woman on the phone actually tells me that I am " so close '', to " not give up '' and that I should receive a response in XXXX  days. On XX/XX/XXXX I call back for an update. They say they haven't received the check and there is no record that I was told to send it back. Person on the phone tells me they are submitting another ticket and that I should hear back in XXXX  days. I ask if there is anything I can do to help move this process along and he says no, you just need to be patient and they will contact me. I specifically asked if there was a way that I can complete this process in writing and he says no since they can only submit a ticket internally I called today XX/XX/XXXX and the customer service rep says that I was denied as of XX/XX/XXXX. I ask what about all the tickets that have been submitted on my behalf and she didn't know what I was talking about and that I needed to accept that I had been denied. I asked about how I would get my {$190.00} check back. She said what are you talking about, you have that check and you just haven't cashed it. I haven't had that check in my possession since XX/XX/XXXX

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