Consumer complaint received 2026-04-30 00:00:00
Product: Mortgage — VA mortgage
Issue: Closing on a mortgage — Delays with the closing process
Company: Freedom Mortgage Company
State: IN

Complaint narrative:
A XXXX XXXX assumption was initiated in connection with the sale of a residential property, with a contract date of XX/XX/year> and a scheduled closing date of XX/XX/year>. The companys repeated delays, inconsistent guidance, and last-minute procedural changes caused a missed closing date. Additionally, Freedom Mortgage failed to properly manage autopay settings after closing, resulting in an unauthorized post-closing payment. Timeline of Events * XX/XX/year> : Property placed under contract with agreed closing date of XX/XX/year>. * XX/XX/year> to XX/XX/year> : Initial assumption documentation submitted ; delays occurred due to incomplete instructions and missing forms from Freedom Mortgage. * XX/XX/year> : Third-party authorization issues delayed processing approximately XXXX week due to unclear guidance from Freedom Mortgage representatives. * XX/XX/year> : Earliest available appointment with an assumption XXXX, despite known closing timeline and urgency. * XXXX XXXX XXXX : Buyer, agents, and seller repeatedly followed up to confirm requirements and expedite processing. * XX/XX/year> ( Scheduled Closing Date ) : Freedom Mortgage disclosedfor the first timethat wet signatures were required and electronic notarization would not be accepted, despite prior coordination of mobile notaries and knowledge of the closing date. This caused a missed closing. * Post-Closing : Despite instructions from Freedom Mortgage to disable autopay, the system prevented changes due to the account being placed in Loss Mitigation status. As a result, a mortgage payment was still scheduled to draft after the loan had already been transferred via assumption. Specific Issues 1. Failure to Provide Complete and Timely Documentation Freedom Mortgage did not provide all required forms upfront, resulting in avoidable delays. They also provided outdated forms ( including VA forms ) that they then needed updated versions of wasting time and money. 2. Inconsistent and Conflicting Guidance Representatives provided unclear and at times incorrect instructions regarding documentation, signature requirements, and underwriting criteria. XXXX. Delayed Processing and Lack of Urgency Critical steps were delayed despite the lender being aware of the contractual closing date. 4. Late Introduction of Critical Requirement ( XXXX XXXX ) The requirement for wet signatures was disclosed only on the scheduled closing date, directly causing a missed closing. XXXX. Improper Autopay Handling After Loan Transfer Freedom Mortgage instructed me to disable autopay but simultaneously prevented me from doing so due to system restrictions. Despite the loan being transferred and my obligations ending, the company attempted to draft a mortgage payment after closing. This reflects a failure to properly update account status and payment controls in a timely manner. Impact * Missed contractual closing date * Significant time spent resolving lender-created issues * Unnecessary logistical complications for all parties * Continued post-closing risk of unauthorized payment activity * Increased stress and disruption in an otherwise qualified and straightforward transaction Requested Resolution I request that Freedom Mortgage : 1. Conduct an internal review of their XXXX XXXX assumption processing procedures 2. Provide a written explanation for the delays and conflicting guidance 3. Confirm corrective actions to ensure : * Timely and complete communication of requirements * Proper handling of autopay settings upon loan transfer 4. Confirm that no unauthorized payments will be processed and that my account reflects a XXXX balance and no further obligation Additional Context The buyer was fully qualified with substantial assets and stable income. The delays and issues described above appear to have been entirely procedural and administrative in nature, rather than related to credit risk or underwriting complexity.

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