Consumer complaint received 2021-01-07 00:00:00
Product: Mortgage — VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: Freedom Mortgage Company
State: TX

Complaint narrative:
I have a VA loan with Freedom Mortgage for several years and it was also was offered by the to refinance last year to a lower rate. 

In the early part of XXXX, my wife and I decided to get closer to our only son who lives and works in California so we put an offer to change our primary residence and put an offer to purchase a house in XXXX California since my wife also commutes to California at about almost 40-50 % of the year for work. We fond a house and was scheduled to close escrow on XX/XX/XXXX. 

On XX/XX/XXXX, The lender 's ( XXXX XXXX ) of the house we are purchasing required an Occupancy Waiver from Freedom Mortgage acknowledging that I have satisfied the occupancy requirement timeframe of the house i currently reside in. 

My wife and I contacted Freedom Mortgage to provide the Occupancy Waiver requested so that we can close on time. Because of the urgency of the request, we asked to be connected to the Escalation desk to expedite. The gentleman who assisted has advised that he will channel the request to Escalation. 

On XX/XX/XXXX, I followed up the call ( XXXX ) XXXX to ensure that the request is in and the urgency of the matter and I was channelled into Escalation desk and repeated my request and reiterated that the soonest she can get the document requested is on XX/XX/XXXX. The document will be sent to my email ( XXXX. Escrow closing is then moved to XX/XX/XXXX to allow time to receive Occupancy Waiver document. 

On XX/XX/XXXX. my wife called again to ensure that the document will be forthcoming as promised. 

On XXXX, a document was received but it was the Occupancy Affidavit. My wife immediately called them up and advised them that it is the wrong document. We were requesting an Occupancy Waiver. I advised them that time is of the essence and that any delay after XX/XX/XXXX will cost us a daily {$120.00} penalty for not closing as rescheduled. The escalation desk said that since they have fulfilled the first request although it was a wrong document form, they have to reopen a new ticket for the Occupancy waiver and the soonest it can be produced is XX/XX/XXXX. I protested to that date and that the turnaround to respond is 5 days. The escalation desk and I called XXXX XXXX ( XXXX XXXX, the loan officer ) and we reached his voice mail and left a lengthy message on his voice mail and reiterating again that the document can only be forthcoming on XXXX.All requests goes on a cue. 

XX/XX/XXXX My wife and I called Freedom Mortgage again to check and follow up to make sure that the document is on cue and that we are getting the document requested. Today, we are told that none of which is on cue to produce and they need to reopen a cue and the document is again placed on cue to XX/XX/XXXX. I protested adamantly because again, our escrow is scheduled to XX/XX/XXXX because we were promised XX/XX/XXXX for the needed document. ( Occupancy Waiver ) I again asked for the Escalation Manager, but I am getting pointedly, there is nothing they can do to provide as requested. Meaning, wait again until they can get around to it. 

I need assistance in getting these servicer to assist us and provide the Occupancy Waiver requested so that we can close escrow. It is costing us a daily {$120.00} penalty and it is a lot of money to swallow because these servicers can not get their escalation request or assist in our situation.

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