Consumer complaint received 2026-01-13 00:00:00
Product: Mortgage — FHA mortgage
Issue: Closing on a mortgage — Delays with the closing process
Company: Freedom Mortgage Company
State: AZ

Complaint narrative:
Okay where to begin, This has been the MOST FRUSTRATING Streamline refinance I have ever done with any bank! Something that should have been simple turned into a Complete FIASCO, Started XX/XX/XXXX a streamline refinance with XXXX XXXX a loan officer with Freedom Mortgage, I informed XXXX XXXX that I wanted to do a streamline refinance for a lower rate and see what I qualified for, XXXX provided me with initial loan estimates which included rate and monthly payment, which I agreed to move forward. I informed XXXX XXXX that there is a SECOND Borrower on my loan but he WASN'T on TITLE and we were not married, she stated she needed to reach out directly which she did to verify whatever information was needed from him. 

on about XX/XX/XXXX XXXX XXXX XXXX for Freedom Mortgage emailed me requesting marital status of myself and the COSIGNER on my CURRENT loan which Freedom Mortgage is also my current Mortgage servicer and I informed them that I was NOT married and that the COSIGNER was NOT married and that we wanted to keep the title just how it is when we bought the house, wherein I am the ONLY ONE ON TITLE. It appeared XXXX XXXX XXXX  had everything they needed, but then on XX/XX/XXXX I receive another email from XXXX XXXX XXXX  asking to specify the relationship with the COSIGNER which I responded the same day. Then from XX/XX/XXXX until I reached out to XXXX XXXX with Freedom Mortgage on XX/XX/XXXX asking about a loan status update she tells me still waiting for title to be cleared. I am thinking this is ridiculous and taking way too long, mind you NO ONE reached out to me either from Freedom Mortgage or Title letting me know anything was needed nothing! So I reached out to XXXX XXXX XXXX on XX/XX/XXXX and requested to speak with a manager and I was Connected with XXXX XXXX which informed me that the PRIOR person working on my title clearance messed up and NOTHING was needed from us but she guaranteed me that we would get this fixed, she put me on a hold and did what she needed to do and came back on the line and said everything was taken care of and if I needed anything else to contact her again, so as soon as i'm hanging up from title Freedom Mortgage representative calls me about a courtesy update on my refinance and states Freedom is still waiting for the title clearance which I explain I just got off the phone with title and they said they sent over the Clear to close documents so the Freedom Mortgage Rep looked and said yes they received a document but its not completed and the title is NOT clear. I tell the Rep I will call back Title right now, so I called back XXXX XXXX with XXXX XXXX XXXX and explain Freedom Mortgage just told me the title is NOT clear. She explains yes she sends the information over to Freedom Mortgage and they have to approve the clearance for my COSIGNER to NOT be on title, and she read ALL the times Title sent over documents to Freedom Mortgage to get the title cleared and Freedom never provided the response needed to get the clear to close, XXXX XXXX stated she would get ahold of whoever she needed to get the clear to close done and would call me back. About an hour later XXXX XXXX with XXXX XXXX called me back and stated the title was CLEARED and that Freedom Mortgage had confirmed it. So I reached back out to Freedom Mortgage on XX/XX/XXXX to verify that the title was clear to close and they responded that title was cleared and loan was submitted for final approval with a closing date of XX/XX/XXXX. 

On XX/XX/XXXX I emailed XXXX XXXX my mortgage loan originator with Freedom Mortgage and voiced my concerns with how the streamline refinance has been going with Freedom Mortgage since the start of this process, wherein I immediately received an automated email response stating she was out of the office until XX/XX/XXXX. On XX/XX/XXXX I emailed XXXX XXXX XXXX requesting a return call about questions we had pertaining to the Closing Disclosure. I NEVER received a email response and NEVER received any returned call from XXXX XXXX STILL TO DATE. But since we got NO returned calls and NO returned emails I reached out directly to Freedom Mortgage on XX/XX/XXXX by phone and requested to speak to SOMEONE who was assigned to our refinance and we were transferred to XXXX XXXX, I requested clarification pertaining to the closing disclosure we received dated XX/XX/XXXX with a closing date of XX/XX/XXXX and a funding date of XX/XX/XXXX but I wanted clarification on our updated closing date due to the issues with title and the displeasement we were expressing due to the excessive amount of interest and increased amount of funds now required to close due to now closing at the beginning of the month. It was expressed by myself that WE felt it best to close later in the month to MINIMIZE interest charges and MINIMIZE cash to close to around the amounts ORIGINALLY EXPLAINED, XXXX XXXX stated he emailed the closing team to make sure that those updates were completed for a EXPRESSED closing date of AROUND XX/XX/XXXX, we then received ANOTHER closing disclosure dated XX/XX/XXXX with a closing date of XX/XX/XXXX and funding date of XX/XX/XXXX, wherein the interest and cash to close and closing date STILL wasn't corrected, so I emailed XXXX XXXX AGAIN on XX/XX/XXXX and included the closing disclosure we were questioning and he replied the loan was in final approval and to disregard that disclosure and that once it came out of final underwriting we would receive the updated and correct closing disclosure, I said okay and on XX/XX/XXXX we received ANOTHER closing disclosure/email requesting proof of funds totaling approx {$6500.00} which was a new cash to close which was almost double our monthly mortgage payment and of course I reached out AGAIN to customer service and was transferred to XXXX XXXX again which I voiced my displeasement and was questioning why the EXTREME increase in cash to close was being required now, and XXXX XXXX stated that to DISREGARD that amount yet again since the loan amount had been LOWERED significantly for an UNKNOWN reason and needed to be corrected. XXXX XXXX stated to be on the lookout for the corrected closing disclosure. I waited until XX/XX/XXXX and emailed XXXX XXXX AGAIN requesting an update if the loan amount was updated and the cash to close was updated, which I never received a response from XXXX XXXX, but then on XX/XX/XXXX we received the CORRECTED closing disclosure with a closing date of XX/XX/XXXX and a funding date of XX/XX/XXXX which we BOTH AGREED to these amounts and signed the disclosure and thought this was the end, but AGAIN on XX/XX/XXXX we received ANOTHER closing disclosure with a closing date of XX/XX/XXXX and funding date of XX/XX/XXXX, wherein the ONLY changes were the cash to close INCREASED and my Current loan Payoff INCREASED, the NEW loan amount and monthly payment didn't change because XXXX XXXX stated the loan was at THE MAX AMOUNT PER FHA rules, I contacted XXXX XXXX AGAIN by email expressing my displeasement and why we continue to be receiving closing disclosures wherein there are NO SIGNIFICANT changes but the fact Freedom Mortgage keeps changing the closing date and funding date intern changes our cash to close being hired due to the loan amount being MAXED OUT, XXXX XXXX stated yet AGAIN the loan was still pending FINAL approval which I expressed I have never had a loan take so long in final approval underwriting, and all the issues we have had to deal with pertaining to this streamline refinance, I VOICED my displeasement with the handling of my loan refinance with Freedom Mortgage, and I was informed by XXXX XXXX that yes there has been MANY issues and mishandling with my refinance that should not have happened and XXXX XXXX has REPEATEDLY stated on recorded calls that there has been REPEATED MISHANDLING of my loan refinance and only says sorry, but I REITERATED from a customer stand point when your in the wrong and know your in the wrong what do you do? You do everything to make it right, so IF you've done and then continue to do your customers WRONG, you need to make it right, so XXXX XXXX reply was that as soon as the loan was ready for signing he would reach out to me directly which should be by Monday XX/XX/XXXX and I requested XXXX XXXX call me on XX/XX/XXXX, which AGAIN on XX/XX/XXXX we received ANOTHER closing disclosure wherein the ONLY changes are the CASH TO CLOSE AGAIN because we are at the MAX LOAN AMOUNT and as of XXXX XXXX  XXXX I never received the call back I requested so I called XXXX XXXX XXXX and yet again voiced my displeasement regarding yet ANOTHER UNNECESSARY closing disclosure wherein the only changes was the CASH TO CLOSE and of course Current Loan payoff and another closing date of XX/XX/XXXX and funding date of XX/XX/XXXX, XXXX XXXX only reply was AGAIN my loan is in FINAL Approval underwriting which it's been in for weeks now and I voiced that to XXXX XXXX and he stated he would REACH OUT DIRECTLY TO the underwriter to get this loan closed, which I voiced I felt our rights are being violated and that we seem to be getting nowhere with Freedom Mortgage and seems that Freedom Mortgage XXXX giving us the run around and Freedom Mortgage is NOT willing to right there wrongs when it comes to the Streamline Refinance on my home. Also with the most recent Closing disclosure dated XX/XX/XXXX with a closing date of XX/XX/XXXX wherein Freedom Mortgage wants us to bring our XXXX payment to close with this closing date of XX/XX/XXXX would now put our loan LATE for the month of XXXX because the absolute payment due date is the XXXX of the month and late as of the XXXX, so it's like there setting us up for the late payment. I FEEL NO OTHER RECOURSE BUT TO FILE A COMPLAINT to try and make our MISHANDLING and POSSIBLE FRAUD with our FHA Streamline refinance with Freedom Mortgage AND XXXX XXXX XXXX  agency known because it seems this is going to be never ending because with everyone at Freedom Mortgage it's nothing but the run around and no results. It's the SAME excuses every time we reach out to customer service and the loan officers and underwriters involved in our FHA Streamline refinance.

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