Consumer complaint received 2021-03-08 00:00:00
Product: Mortgage — VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: Freedom Mortgage Company
State: IL

Complaint narrative:
On XX/XX/XXXX I closed on a VA streamline refinance at my home with a notary. I was contacted by the closing company, XXXX  XXXX, on XX/XX/XXXX to inform me they had lost the closing package in their office. They instructed me to contact Freedom Mortgage for information about how the error would be resolved. 

When I contacted Freedom Mortgage on XX/XX/XXXX they confirmed that they were aware of the issue, but it was unprecedented, and it would take some time to resolve. At this time they confirmed my original mortgage had been paid off. No time frame was provided for resolution. No communication was received from Freedom Mortgage the following week. 

Saturday, XX/XX/XXXX my wife logged into our online portal. It showed our original mortgage had been re-instated, a payment was due, and late fees had been applied. The Freedom Mortgage escalation team was able to remove the late fees, but unable to confirm if a payment would need to be made. They assured me I would hear from someone on Monday to clarify and provide additional information. 

I received a call Monday from a Freedom Mortgage representative, who agreed to call me back at XXXX. I did not receive another call that day. I sent an email to the XXXX of Freedom Mortgage that night to ensure he was aware of the unprecedented situation and request his oversight to ensure a swift smooth resolution. I received no communication from Freedom Mortgage on XX/XX/XXXX. 

I called Freedom Mortgage on XX/XX/XXXX. I spoke with a member of the escalations team who assured me I would hear back from the person taking care of the issue by the end of the day. I had not heard back by XXXX, so I called back and was put in touch with XXXX XXXX the exception handling- team lead assigned to my issue. She informed me that a request had been submitted to take care of the mortgage payment in question, but had little information to offer on the process moving forward. 

I have not received any documentation of the error, nor have I been provided any clarification or transparency as to how this issue is being resolved other than I will need to close again. I have not received documentation of the loan payment they claim they made on XX/XX/XXXX. It is unclear if they are asking me to close on the same loan, or a new loan. They have scheduled me to close again on XX/XX/XXXX. 

I have asked on several occasions for documentation of this unusual situation for my records. To date Freedom Mortgage has only provided a letter from XXXX  XXXX stating that the closing had to be canceled with no mention of why. I asked for the reason of the cancellation of the closing to be included. I was informed this morning by XXXX XXXX at Freedom Mortgage that XXXX XXXX would not provide another statement. Upon contacting Mortgage XXXX, they confirmed they are in fact in the process of drafting the requested letter. They did not provide a time frame the documentation would be available. 

It would appear this error has been mishandled in many ways. Any oversight your organization can provide in this unusual situation would be appreciated.

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