Consumer complaint received 2020-07-24 00:00:00
Product: Mortgage — FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: Freedom Mortgage Company
State: OR

Complaint narrative:
Started the refinance process for my existing home on XX/XX/2020 with Freedom Mortgage. Didn't hear anything from Freedom Mortgage for over a month. 

Then, at the beginning of XXXX, I received a call from a gentleman from XXXX XXXX   title, requesting my divorce decree. He told me he would send a XXXX envelope for me to put the document in. I never received thaXXXX XXXX envelope. 

I then spoke with a XXXX from XXXX XXXX, who told me, 'It must have been missed '', never apologized, just sent me another envelope. So, I did on XX/XX/XXXX ( I have an email exchange between us ). On XX/XX/XXXX, I sent an email to XXXX, asking if they had received the documents. 

On XX/XX/XXXX, they had not received the document, so XXXX sent me another envelope to send them in. I sent it from the XXXX office on XX/XX/XXXX and emailed XXXX to let her know. On XX/XX/XXXX, XXXX showed that it was delivered, but not scanned yet. On XX/XX/XXXX, I emailed XXXX for an update, since I still hadn't gotten any confirmation. No answer. 

On XX/XX/XXXX, I received a " Sub Curative '' Subordination Request Form from XXXX   XXXX  Title. No explanation. Nothing. I had been emailing and calling XXXX to find out the status and kept being told, " We're working on it '' and then - 3 months later, they send me this Subordination Request. So, I fill out ( they had the wrong Account number, so I had to correct that ), sign it ( on XX/XX/XXXX ) and sent it off, hoping that this will be the LAST document I will need to send in because XXXX told me that the were " just waiting on XXXX XXXX  '' to complete the subordination. 

I received this reply : " Thank you for your assistance. The signed document you sent has been received and is now uploaded to your file. At this time we are working with you lender to obtain the documents we need from them to submit the subordination to XXXX XXXX. Thank you again and have a great day! 

XXXX XXXX '' In early XXXX, I received a call at around XXXX XXXX  ( yes, in the morning ) from an XXXX XXXX with Freedom Mortgage. When I mentioned the time, she ( sort of ) apologized but then continued on. Apparently, they now needed proof of my residency, so I sent a utility bill to her. On XX/XX/XXXX, I emailed XXXX to verify that she had received my utility bill for verification. She verified that it was " in my file ''. 

On XX/XX/XXXX, believing that Freedom Mortgage and XXXX  XXXX had ALL the documentation they needed to finalize my refinance, I emailed XXXX again to find out the status. 

Her response : " Good Morning, The title company is working with XXXX XXXX  on the subordination. Could you please have XXXX XXXX  send me a 12 month payment history for that loan. It will avoid delays when I get you into Underwriting. Also, do you have a note or loan agreement with XXXX that you can send me? 

That should cover things from your side, and I will keep you posted on the subordination and title. 

Thank you for choosing Freedom Mortgage. 

Best Regards, XXXX XXXX Loan Processor '' So, ONCE AGAIN I downloaded and sent all 12 months of my loan statements from XXXX XXXX  to XXXX, to help speed up the process. Here is XXXX 's response : " I am sorry to have to ask for the items and am trying to avoid further delay. You do not need the XXXX agreement seeing how it was there when the home was purchased. I do however need those statements to avoid delay when you get into Underwriting. 

I am sorry for the time it is taking. Subordinations are backed up with most financial institutions as government buildings had been closed for some time, people were not in their offices and able to complete items needed. 

I can tell you it is being worked on. '' On XX/XX/2020 I sent another email to XXXX, asking what was taking so long and did she have any updates for me. She didn't bother to respond to me - human to human. She just sent me a demand for ANOTHER Subordination request. I had sent this form in a month ago - and now they are threatening to NOT give me the refinance if I don't sign and send in this form? 

It's now been 4 months since I started this process. There has been a complete disregard for giving me information in a timely manner or if I ask for it. A lack of consistency and an obvious negligence in a professional manner and way of doing business.

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