Consumer complaint received 2020-03-17 00:00:00
Product: Mortgage — VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: Freedom Mortgage Company
State: NV

Complaint narrative:
Received a letter from Freedom Mortgage for rate reduction ( IRRRL ) on my VA loan. Since I had been out of work due to illness for 2 years I needed to reduce my loan which I never missed or was late on. I submitted this on XX/XX/XXXX and was told it would take about 10 days but before my XXXX payment and would skip XXXX. After not hearing from them I started to email and call ( I have a log too long to post ) of unanswered and empty promises of staying in touch it was still me chasing them down. I continued to make all payments. Loan advisor never responded to one email. I had been promised by supervisors they would get back to me and not one ever did. I had this escalated to managers that also never followed up. Each conversation I explained that I had XXXX and other medical issues and this stress was not helping. Loan processing said that they were having problems with my HELOC lender ( I called XXXX XXXX XXXX XXXX who is my Credit Union ) and they told me that they had never received any request of subornation or communication in XXXX from Freedom Mortgage. I arranged a 3 way conversation with us all and Freedom Mortgage was given an email to send documents and it would be taken care of. Still it wasn't. In XXXX XXXX XXXX received in the mail the request and sent it back at once. I requested a lower rate since the rates had dropped so much and was told it would cost me more money to have it lowered. Still no response from the original loan agent and I continued to fight with them until I was so sick I ended up in the hospital for a week in XXXX. The loan agent should have his license suspended for misrepresentation and Freedom Mortgage should be held accountable for misrepresentation as well. Taking advantage of veterans and lying to consumers should be in my opinion false advertising. This company is a fraud. I am in the process of doing this now with XXXX XXXX and being taken care of but it is costing me additional money I want recouped. Freedom Mortgage called me while I was in the hospital around XX/XX/XXXX saying the documents are ready to sign but still not reducing the rate and offered a price match guarantee. I refused to continue to give this company a dime. They should be held accountable for their empty promises and for lying to consumers. The stress of this transaction is not worth the {$300.00} dollar a month savings nor would I ever do business with them. Please help others from this. If this happened to me it is happening to other veterans and FHA holders. This company should pay. I am too angry now and stressed for nothing. I am now out of the hospital and recovering at home. I will get my loan reduction by costing me an additional {$6000.00}. but I will not have to deal with this type of a company. Shame on them. Ignoring and lying to consumers is fraud in my book. All their calls are recorded and I have asked them to review and to respond but nothing happened. They still are sending these rate reduction letters to thousands of consumers daily.

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