Consumer complaint received 2019-09-25 00:00:00
Product: Mortgage — VA mortgage
Issue: Closing on a mortgage — 
Company: Freedom Mortgage Company
State: AZ

Complaint narrative:
We have had a VA mortgage for about 9 years total, but the last two years we have had a VA mortgage with Freedom Mortgage. We were constantly being contacted that our interest rate could be lowered, and we decided to go forward. We were told that our mortgage rate would be streamlined, different that a traditional refinance, and it would go from 3.875 to 3.375 % saving us about {$150.00} a month. We spoke with XXXX XXXX on XXXX,  who set it up, we signed e-documents and were done We were contacted by our loan officer, XXXX XXXX , who said she would email her contact information if we were to have any questions, and never got anything XXXX said she would give us the information, and never did. we were contacted on XX/XX/2019 that our loan was final and to schedule a closing. We were told that we should not pay our XX/XX/2019 and XX/XX/2019. I contacted several people at Freedom Mortgage who said the same thing, so we held off on paying it. 
( we have had 3 mortgages for 3 homes, but never did a refinance, so we believed them ). we contacted Freedom Mortgage and set up a signing for XX/XX/2019. My husband is a XXXX for the military and was working on the East Coast and flew back home for this, and was scheduled to leave XX/XX/2019 to leave for the XXXX  to  do relief work and set up fresh water for the victims of the hurricane. Our notary was scheduled to arrive at our home at XXXX, and she called to say that the loan had been put on hold. I spent ALL DAY trying to get answers, and no one could tell me what happened, except the title company said that they had not received what they needed from Freedom. My husband and I rushed out to get a power of attorney, knowing it was not going to happen and he had to leave. I spent the next 3 days, trying to get answers. I was answered with rudeness and promises of call backs that did not happen. I got a phone number off an email I was included in and called XXXX XXXX. She answered the phone with " how did you get my number '' not " how can I help you. '' She said she would look into it and call me back in 10 minutes. Never did. She called back about 4 hours later and said she would then call me back. I heard nothing. I called Freedom Mortgage customer service and closing department numerous times, demanded supervisors, and was told there were none but would get a call within 24 hours. No one ever called. On Thursday, XX/XX/2019, I received a phone call from XXXX XXXX at Freedom Mortgage, saying that everything was fixed, and he promised our closing would now take place XX/XX/2019 at our home, with my power of attorney since my husband is out of the country. He again told me to not pay XXXX or XXXX mortgage, but to save it in the event my husband and I changed our minds. He confirmed in an email, NOT to pay our mortgage. Today, XX/XX/2019, no one showed up for our signing. I contacted the notary and she said again our loan was placed on hold. We have no idea why it is not going through, no one will answer our questions, no one knows what they are doing, we have emails saying to not pay anything. I paid our septmeber mortgage as we have never had a late payment and would like to keep it this way. We need answers. We were contacted to lower our interest rate and now we have no idea what is happening. we have been stood up for two closing document signings because Freedom Mortgage can not communicate to anyone what is happening. we want to know what is going on, and why we are not getting what we were told. as a VA loan, I would expect a company to have more respect for their veterans.

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