Consumer complaint received 2022-06-20 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — 
Company: Freedom Mortgage Company
State: OH

Complaint narrative:
My father has a current mortgage with Freedom Mortgage. My father died on XX/XX/XXXX and I have since been appointed the administrator of his estate and been granted the consent to sell real estate by the probate court. 

Freedom mortgage refuses to provide me or my attorney And title company with the requested payoff information. I was informed on I would have to work with Freedom mortgage to become a successor in interest, and only then could I obtain a payoff amount. 

On a phone call to freedom mortgage on XX/XX/XXXX, I was informed by Freedom mortgage representative XXXX that I needed to fax in my letters of authority, death certificate and consent to sell real estate to initiate the process of becoming a successor in interest. XXXX stated that it would take up to 72 hours to upload those faxed documents to their system. Those documents were faxed in and I have a copy of their receipt. 

I called in 2 days later to check on the progress of my request and spoke to XXXX, who informed me that the request can take up to 8 business days. I then Asked to be transferred to a supervisor, given the inaccurate information I had been given about the turn around time. I was transferred to supervisor XXXX, XXXX stated that in fact, it could take up to 14 business days to upload faxed in documents. Additionally, she told me that I needed to fax in a copy of my drivers license, which had not been mentioned on my previous calls. My attorney faxed in a copy of my drivers license on XX/XX/XXXX and we have a receipt of that fax transmission. 

My attorney received a fax on XX/XX/XXXX that my drivers license was needed, despite it having been faxed 7 days prior. My attorney faxed over, for a second time my drivers license, we have a receipt of that fax as well. 

When I spoke to Freedom mortgage today ( XX/XX/XXXX ), the agent I spoke with was unable to clearly outline the next steps in the process on how once confirmed a successor in interest, I could grant permission to my attorney and the title company to obtain the payoff amount. I was transferred to supervisor XXXX Rep. Id # XXXX, who had no explanation on why my original fax was not received on XXXX and that it would take 7-10 business days to review my documents, which they state were received for the first time in full on XX/XX/XXXX. 

The property in question is in contract and scheduled to close mid XX/XX/XXXX. I dont mind working with the mortgage company to obtain authorization to get the payoff amount ( the only information we are seeking ), but when that company fails to accurately outline their own procedures, lose documentation and can provide my no estimated completion date, I am seeking assistance from the consumer protection sector, as I can not allow the sale of this home to be forfeited due to the procedural shortcomings of the lender.

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