Consumer complaint received 2016-01-27 00:00:00
Product: Mortgage — VA mortgage
Issue: Settlement process and costs — 
Company: Freedom Mortgage Company
State: CA

Complaint narrative:
I was in the process of a refinance with Freedom Mortgage and did not receive my Closing Disclosure within the required waiting period. Rather, received a back dated CD the day before I was supposed to sign my loan docs. The impound account, monthly payment and credits applied to my " no cost loan '' were all incorrect. I did not have enough time to get this resolved before my signing, so while signing loan docs, I made the handwritten corrections and initialed my docs. Also at the time of signing I receive a disclosure dated XXXX/XXXX/16 which I had never seen before, but no corrections were made to this XXXX either. ( This document is attached to the complaint ) I was advised to sign a disclosure that I had 3 days to review my CD, when I had n't. When I called to follow up and make sure the corrections were made to the file on their end, they advised me that they would just fund at the wrong amount, even though my docs contractually agreed to a different amount. After I finally spoke with someone who was able to make the corrections and void out the signing, I did not receive any follow up disclosures to review before my other signing was scheduled. Rather, again, a signing was scheduled before I had any CD to review. Again, terms of the loan were wrong when I would call in to check status of my CD. Loan amount was wrong and they were applying an escrow credit from my current loan to closing costs, which I repeatedly advised I DID NOT WANT. Rather than using money I had already paid to my money from my escrow account to credit this loan, I wanted a higher loan amount so I would have that escrow money available to pay my supplemental taxes when those were assessed by XXXX XXXX ( new construction home not yet assessed ). Long story shorter, the day before my signing I was again promised a revised XXXX but before I received anything I got a call from the processing manager advising the closing would not happen due to a subordination agreement that had not yet been received or even ordered. They had found out the information one week prior and had not brought it to my attention. I requested to cancel my loan on XXXX/XXXX/16 and that was never done. I received a phone call on XXXX/XXXX/16 requesting to reschedule my signing. My request was never submitted and my account remained open despite my very clear request to cancel all proceedings. 

Also, whenever I tried to contact my LO ( XXXX XXXX, XXXX ID XXXX ) I was never able to get in touch with him. I would get an automated response when I emailed and transferred to different departments with different customer service reps, none of which could answer my questions. .I was completely out of the loop and would have like to have a contact to assist in this process, which I thought the Loan Officer was supposed to do. Horrible customer service and completely out of compliance.

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