Consumer complaint received 2021-02-13 00:00:00
Product: Mortgage — VA mortgage
Issue: Closing on a mortgage — 
Company: Freedom Mortgage Company
State: CA

Complaint narrative:
Earlier in XXXX, we processed a refiance due to lower interest rates with our mortgage holder, XXXX XXXX. Later that year, we received word that our mortgage had been sold to Freedom Mortgage ( NMLS # XXXX ), without our consent. After a few weeks of no information or contact from Freedom Mortgage, we reached out for information about how to make our first payment and to establish our online account. Their representative stated that their lack of communication, after acquiring our loan, was normal and that we would be covered by law if they did not receive a payment within 60-days. After all of the issues we have had with Freedom Mortgage, I now believe that this was an effort to make us delinquent on our mortgage. For weeks we received no information, specifically, any account information. Eventually, after additional phones and requests we received our account information and established our regular payments. 

Later, too our mistake, we attempted a refiance with Freedom Mortgage for a reduced interest rate, nothing more. We simply requested an extension of our terms, at a lower interest, and no escrow/impound account as in our previous loan. However on multiple occasions, we requested no impound account per our previous mortgage. On multiple occasions, Freedom Mortgage inserted an impound account, in to the process, regardless of our requests to not have an impound account. We even refused to sign the initial summary closing documents until Freedom Mortgage updated the documents without an escrow/impound account. However, Freedom Mortgage included an escrow/impound account into our loan regardless. 

On XX/XX/XXXX, a notary arrived for us to sign the final closing documents. When we noticed that the impound account was included again, we initially refused to sign any of the documents. However, the notary pleaded for us to sign the documents and explained that this was not unusual and that Freedom Mortgage would send corrected documents to replace the incorrect documents. 

On XX/XX/XXXX, ( XXXX PDT ) we contacted Freedom Mortgage ( on a recorded line ) and explained the issue, their representative assured us that she would make a note and that the corrected closing documents would be sent out to us to sign as soon as possible. 

On XXXX ( XXXX PDT ) we contacted a representative in XXXX Mortgages closing department ( on a recorded line ) and she verified that the account had been flagged and she stated, it would not move forward until the new closing documents were sent out and signed. I specifically stated that we wished to cancel the refiance and start over if the impound account was not removed. 

After no contact for several days, I checked our mortgage account on XXXX to ensure that the XXXX payment was processed from our old mortgage and I was very surprised and disappointed to see that the new mortgage was in place, with the escrow account included. I contacted a representative from Freedom Mortgages closing department and she indicated she would send an email to have this issue addressed in an expedited manner. 

It has been a couple of weeks since Freedom Mortgage included an escrow/impound account into our new mortgage, against our will. We have reached out via phone and sent messages via Freedom Mortgages online messaging service. Additionally, we tried to make an in-person appointment to speak with a Freedom Mortgage representative. To date, Freedom Mortgage has not returned any of our phone calls nor responded via they online portal and refused to schedule an in-person appointment.

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