Consumer complaint received 2020-12-22 00:00:00
Product: Mortgage — VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: Freedom Mortgage Company
State: IA

Complaint narrative:
We began the process in late XX/XX/XXXX of refinancing our mortgage through Freedom Mortgage. 

The Loan Officer was XXXX XXXX NMLS : XXXX Corp NMLS : XXXX By XX/XX/XXXX, we believe we completed all necessary paperwork and provided all needed statements ( including current Mortgage Statement and homeowners insurance declaration page ) After completing and signing all paperwork, I received a message on XX/XX/XXXX that had new signature requirements. My wife and I complied with these signature requirements. 

On XX/XX/XXXX, I received an email that said, " All set for now, Accepted by processing '' On XX/XX/XXXX, we received and email that said, " Great news. You have a new loan document to review and sign. '' We signed the documents electronically that day. 

On XX/XX/XXXX, I received an email that indicated we needed to provide our nearest living relative. We provided the information and received a confirmation email to that effect on XX/XX/XXXX. 

On XX/XX/XXXX, I received an email that said " You new, lower rate offer expires in 4 days! To lock this rate in before it's too late, there are just a few important action items we need to discuss with you as soon as possible. We've tried to reach you over the last few days so please give us a call at XXXX. 

I called them on XX/XX/XXXX. Unfortunately, they had closed the loan out and said there is no way to open it again. I am concerned about the 4 day deadline when this email was the only communication I received. I received it on a Friday and the loan was closed by the next Wednesday. While I am a veteran, I also am fairly busy in my current position as a school XXXX. A 4 day deadline ( over a weekend ) seems inappropriate. 

I have since contacted the company, calling them twice and emailing them twice. No one can give me an answer to why the loan was not processed and why it was closed. They must have a number of meetings in this organization because each time I called, the individual who handled my questions put me on hold, attempted to reach the loan representative that processed mine, and returned with they are in a meeting - I will email them with your concerns. 

I have heard nothing back. I have two concerns : 1 ) The short response time that was given to me and how it was communicated 2 ) This company now possesses personal information including SSN, Address, Date of Birth, and bank account for my wife and I. 

I would like to be reasonably assured that this was not some type of scam to obtain the information. I would also like some type of communication from Freedom Mortgage on why my loan was closed in the fashion is was. Finally, I would like some retribution - this company was not the only company that I researched when looking into refinancing. I believe the company cost me the opportunity to save over {$30000.00} through the lower rate over the life of the loan with no additional closing costs ( VA approved loan ). This is quite possibly why they chose to close the loan. Without the closing costs, the loan was not beneficial to the company. 

Any assistance you may provide would be greatly appreciated.

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