Consumer complaint received 2021-08-01 00:00:00
Product: Mortgage — VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: Freedom Mortgage Company
State: OH

Complaint narrative:
On or about XX/XX/2021 I was contacted by Mr. XXXX XXXX, Loan Officer NMLS # XXXX Corp NMLS # XXXX of Freedom Mortgage Corporation. We discussed a veterans cash out loan in which I would be serviced and was originally informed I would have several of my bills paid off in full and would get about {$25000.00} paid to me to do as we wished for home improvement, or what ever. I also would have to pay for my Termite inspection and my home appraisal out of my pocket, in which I did. I paid the {$300.00} for the Appraisal but also requested a copy of the home appraisal as soon as it was in, Mr XXXX XXXX said that would not be problem and he would do so, I said ok. However prior to me signing the final closing e-electronic documents to sign so the closing date could be set, we received a call on that Sunday morning about one week prior from a Freedom Mortgage rep Mr. XXXX I believe was his name stating that the closing date was set for XX/XX/2021 at XXXX and he stated where at the signing would take place, I said no problem. But just as we were about to end the call ( which by the way was early Sunday Morning about XXXX or XXXX ) I asked him what amount of cash or check would I be getting and he informed me that the amount would be about {$5800.00} and I asked was he sure because I was suppose to be getting about {$25000.00} and he said no the amount he sees is the {$5800.00} and I informed him that there was no way I was signing the agreement for that amount, so he stated he would cancel the closing date for XX/XX/2021, and I said ok I had to get back with Mr. XXXX because something was wrong with the closing amount. He said ok. After several hours after the call about the closing date I realized I hadn't actually signed the agreement papers to set up the closing date. So that Sunday evening I went on to my computer and noticed I hadn't even signed the documents to set up the final closing until the Sunday evening after my canceling the closing signing date. After consideration and a call to Mr XXXX on that Monday he said that after paying the bills I would only be receiving the $ XXXX.However I don't remember him saying that but since the paper work was in I said ok, so we can proceed with the closing and he said someone from closing would be call me in a couple of days, no one called all week which also allowed me more time to read over the contract which I also noticed was changed to a 25 year fixed instead of the 30 year fixed rate?? On XX/XX/2021 I called Freedom Mortgage and was connected to a Mr. XXXX XXXX Closing Rep who informed me he would call me back the next day XX/XX/2021 by XXXX to set up closing, no call, I called him and he said he was waiting to get a call back in 30 min, never got a call back and was delighted since everything stated by there loan officer Mr XXXX was not correct nor had I received my request for my refund of {$300.00} or my copy of the appraisal. I have called Mr. XXXX several times and emailed him for either or and never got a call back. But strangely about XX/XX/2021 another representative called requesting to set up another closing date and I informed her I wasn't interested in anything to do with again with Freedom and the next another rep called and stated they could lower my rates way down if I would consider taking a cash out loan with them, I informed him that Freedom use to be a very good company but after the deceitful practice they were trying to pull now made it impossible for me to do any further business with them. I'm sorry this has come to this complaint when all I ever wanted was my appraisal fee of {$300.00} or at least a copy of my appraisal given to me. Thank You

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