Consumer complaint received 2021-03-10 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: Freedom Mortgage Company
State: FL

Complaint narrative:
On XX/XX/2020 I applied for a refinance of my home mortgage loan with Freedom Mortgage. They currently hold my loan so I am not a new customer and they contacted me offering a lower rate and to pay many of the related closing costs. 
Since that time, I have submitted every piece of documentation they have requested NUMEROUS TIMES. Often, I do not hear from anyone for extended periods of time. 

Each time I complete the submission, I am later told they do not have the information. 
Much of this is PERSONAL FINANCIAL INFORMATION that NO ONE in the company seems to be able to locate!!! On more than one occasion I have submitted files to and from secure sites and been acknowledged of their receipt by Freedom Mortgage - only to later be told they do not have the information. I have even been told they need something that they have never actually requested! Or, asked for statements that were not available at the time I submitted those they requested. 

My complaint here is to address their clear mishandling of such information as well as their complete lack of customer service. My so-called advocate is a very rude man. 
My loan officer and managers have been completely unresponsive to calls and emails. 
There is seemingly NO WAY to reach anyone in the review department or anyone higher than the advocate to find out the status of the application. My so-called advocate XXXX XXXX, has denied receipt of secure emails sent to him by my financial broker. He has had secure emails in his inbox that he simply did not want to take the time to open and upload. So where are they? 

I have not been able to access my customer portal for weeks to even be able to review my rate and closing costs. Repeated requests for this information were ignored. 

I apparently can not attach recent emails to and from the company but am happy to provide CFPB more details if necessary. 
There are literally HUNDREDS of customer reviews online that say the exact same thing about being unable to close on a re-fi for months, reports of completely unresponsive company representatives and repeated requests for documentation already provided. 

My damage? I have wasted THREE MONTHS trying to move this application to closing. Mortgage rates have now INCREASED SIGNIFICANTLY so I am not going to benefit nearly as much by refinancing. 

This company should be investigated for their mishandling of consumer applications as well as mishandling of sensitive personal and financial documents. NO ONE should go through this only to end up NOwhere. There is no indication of ever getting to closing with this company. My loan was originally scheduled to close on XX/XX/XXXX. 
They are now requesting even MORE documents as if completely starting over. 
I realize things are time-sensitive but the only reason - the ONLY REASON - this is an issue is their lack of professionalism and internal communication to be able to effectively process a loan application.

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