Consumer complaint received 2024-02-13 00:00:00
Product: Mortgage — VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Delays in the application process
Company: Freedom Mortgage Company
State: GA

Complaint narrative:
XXXX XXXX Service Member Frustrated by Delays in Freedom Mortgage VA Loan Assumption - As an XXXX military member, I've been trying to purchase a home in Georgia using a VA loan assumption through Freedom Mortgage since XX/XX/XXXX. However, despite being under contract for months, I still don't have a closing date. Freedom Mortgage cites understaffing and workload for the delays, but their lack of transparency and communication is incredibly frustrating. We've repeatedly contacted our loan officer for a concrete timeline but only received excuses and no clear answers. This situation feels unfair and disadvantageous. We've been patient, but the lack of urgency and repeated requests for already submitted documents feel like intentional stalling. This delay impacts not only my ability to finally own a home but also the seller who can't close on their next purchase. This shouldn't be a drawn-out struggle, and Freedom Mortgage needs to prioritize my loan with clear communication and efficient processing. It took several weeks for the sellers to secure approval for the loan assumption document, delaying my engagement with Freedom Mortgage. My initial contact with them was in XX/XX/XXXX. However, during several attempts to initiate the process, some customer service representatives couldn't locate the necessary document. This required me to repeatedly call, hoping for a representative who could find it. Eventually, I requested the exact location of the file from a representative to expedite the process. Fortunately, I managed to schedule an appointment with a loan officer on XX/XX/XXXX. Following the conversation with the loan officer, I received the packet from Freedom Mortgage on XX/XX/XXXX, and promptly returned it with the required document. Although Freedom Mortgage received it on XX/XX/XXXX, I didn't hear back until XX/XX/XXXX, when my loan processor requested additional documentation, including bank statements, pay stubs, and closing attorney information. During this call, the loan processor stressed the busyness and understaffing of their assumption department, indicating a potential 30-60-day processing timeline from XX/XX/XXXX. Despite our patience, there was no further communication until XX/XX/XXXX, when the loan officer requested the homeowner 's insurance information. Subsequent emails were sent to the closing attorney 's office on XX/XX/XXXX and XXXX, XXXX, seeking title information. On XX/XX/XXXX, Freedom Mortgage informed us that we had a new loan officer. However, whenever we reached out via phone or email for updates on our loan status, it typically took them 24-72 hours to respond, citing being busy and understaffed as reasons for the delay in providing a closing date. After numerous attempts to contact them, we finally received a call from the loan officer on XX/XX/XXXX, requesting additional documents. Although she promised to email a list of required documents, we didn't receive it until XX/XX/XXXX, resulting in over a week of wasted time. What's more frustrating is that many of the items on the list were duplicates of documents we had already submitted in XX/XX/XXXX. Then, on XX/XX/XXXX, we received another email from the loan processor with additional requests, most of which were already submitted in previous correspondence. Despite amending our closing date multiple times, initially set for XX/XX/XXXX, to XX/XX/XXXX, the loan officer still expressed uncertainty about closing in XXXX. This prolonged process has now stretched for over 5 months, causing financial strain as we continue to pay rent instead of making mortgage payments, and having to transfer funds from our savings account, missing out on potential interest. The lack of urgency and accountability from Freedom Mortgage is concerning, especially considering the impact on service members like us and the sellers, who are also affected by the delay.

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