Consumer complaint received 2022-08-06 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Freedom Mortgage Company
State: CA

Complaint narrative:
I sent an initial letter to Freedom Mortgage on XX/XX/2022 by US mail regarding Loan number XXXX requesting cancellation of PMI. I started the process of a refinance with Freedom Mortgage on XX/XX/2022 with XXXX XXXX, XXXX, signed my initial loan documents and made my appraisal payment also on XX/XX/2022 through the online process. The appraisal was scheduled for XX/XX/2022. The appraisal was complete on XX/XX/2022 and updated appraisal on XX/XX/2022 which consistently showed the value of my home as {$850000.00}. On XX/XX/2022, I sent XXXX XXXX and XXXX XXXX an email to expressly withdraw my application due to the climbing interest rates and avoid creating additional debt. 

I contacted Freedom Mortgage on XX/XX/2022 to get an understanding of the status of my request sent XXXX. I was transferred to XXXX XXXX, who was not clear that I had started the refinance process and Freedom Mortgage should have access to my appraisal and he would provide to the appropriate department. He still requested that I provide a copy of my appraisal. I provided a copy of my appraisal on XX/XX/2022, on the recorded line he recommended I call back on Friday XX/XX/2022 for an update. I emailed XXXX XXXX XX/XX/2022 to get an understanding of the status and there was no response. I emailed XXXX XXXX again on XX/XX/2022 and still no reply. I contacted Freedom Mortgage via telephone XX/XX/2022 and made the representative aware that I had not heard back on my request from XX/XX/2022 and Freedom Mortgage was in receipt of my appraisal. I stated no one was getting back to me and I would contact the CFPB to ensure there was a response. She then had a sense of urgency and told me this would be escalated and someone would be in touch. 

On XX/XX/2022 XXXX XXXX ( XXXX ) XXXX XXXX contacted me via phone. He told me XXXX XXXX was no longer with Freedom Mortgage and thats why no one had contacted me. XXXX stated, his manager who would be in on Monday and they would review the details and provide a resolution by the end of the week. If you listen to the recorded call, I tell XXXX XXXX, that Freedom Mortgage is in receipt of my appraisal which I provided to XXXX XXXX, however I had started a refinance with Freedom Mortgage and I should not have needed to provide as they were already in receipt of the appraisal. As a XXXX, XXXX  XXXX by profession I expected Freedom Mortgage to comply with the Homeownership Protection Act. XXXX XXXX assured me on that recorded call they would identify a resolution and someone would get back to me by the end of the week. 

When there was no response by the end of the week, I contacted on XXXX XXXX at ( XXXX ) XXXX on XX/XX/2022, and he told me he was on a recorded line. He validated my identity as required and told me he was unable to contact me because he wife was in a car accident on that Thursday and he had to be out of the office for two days. He then proceeded to tell me that he spoke with someone and they told him that Freedom Mortgage can not use an appraisal from an appraiser that I XXXX or found on the internet. This upset me as a consumer and this identified incompetence in the staff at Freedom Mortgage. I stated to XXXX this was unacceptable as my refinance was with Freedom Mortgage and they ordered the appraisal. XXXX stated on the recorded line that he did not know that, however we had that discussion the prior week and he should also have access to these details ( listen to recorded call from XX/XX/2022 ). I told him Im tired of the excuses. I received excuses that I wasnt contacted because XXXX XXXX was no longer with Freedom mortgage, now Im being told that Ive XXXX  the appraiser or got offline which is not fact based. Again he stated he didnt know that. He stated again, that he told me his wife had an accident and he wasnt able to get back to me. I made XXXX aware that his personal matters are not my concern as a consumer and I should not be subjected to those details nor do I have responsibility to reply to his personal matters or show concern. It is not my responsibility to care about his personal affairs as a consumer and Freedom Mortgage should be training their staff to not burden consumers with those details. It is unprofessional for any employee to have this type of communication with a consumer. He should have stated, he was out of the office and apologized for the delay without any personal details. I then reminded XXXX of my profession and told him I would be contacting CFPB as Im clear they are concerned with consumers request being addressed and will not take lightly to these excuses. He became upset and said, if you do what you say you do, then you would understand. It was clear he was upset that I did not show empathy for his personal circumstance and began typing franticly which again was unprofessional. XXXX XXXX should be reprimanded for this type of behavior. I have every right to be upset that Freedom Mortgage is ignoring my request to properly address and remove PMI which I requested in writing on XX/XX/2022. I have been more than patient with this organization. 

I also request that XXXX XXXX, no longer have access to my account, and personal information. He was extremely unprofessional and that should not be tolerated. I encourage Freedom Mortgage and CFPB to listen to all of the recorded calls. I have been extremely patient as a consumer until today. This must be addressed. 

Freedom Mortgage needs to look into the controls they have in place to address requirements of the Homeownership Protection Act, this experience has been disappointing and unacceptable. Education and training of staff members is key to mitigate risks for organizations, this experience demonstrates gaps in knowledge and processes. Lastly, staff members need to be reminded they are going to deal with consumers who understand requirements, and they need to effectively address concerns to avoid these type of escalations. 

I have had no prior issues or concerns until now.

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