Consumer complaint received 2024-02-10 00:00:00
Product: Mortgage — VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Delays in the application process
Company: Freedom Mortgage Company
State: MO

Complaint narrative:
I have been trying to assume the VA Mortgage Loan of my deceased husband since XX/XX/XXXX. It is now XXXX XXXX XXXX ( 156 days if anyone is counting ). The biggest issues with Freedom Mortgage ( " FM '' ) are lack of communication, transparency, and following through with what they say they will do or are doing. 

XXXX - messaged FM requesting what documents were needed for the mortgage to be transferred into my name. I explained that the title of the property was officially transferred into my name and provided a copy of the court documentation. 

XXXX XXXX FM replied to my message from XXXX and informed me that I needed to provide documentation to determine if I qualify as a successor in interest. 

XXXX - I provided the Recorded Deed/Court Order transferring the property into my name for the second time. 

XXXX - FM replied to my message, addressing my deceased husband instead of me, acknowledging receipt of the court documentation provided on XXXX, stating further research was needed on their end and their research should be completed by XXXX 

XXXX XXXX FM responded with a completely different perspective, acknowledging my request to transfer the property and then stating : " We apologize for the inconvenience this matter has caused. We currently do not have a program to remove a name from the loan. The Note associated with the obligation to repay the debt was executed by ( Deceased Husband 's Name ). In order to remove a party from the loan, the loan would have to be refinanced. For information regarding refinancing, you may contact a Loan Consultant at ( XXXX ) XXXX for your home financing needs. '' They were ignoring the fact that I was eligible to assume the loan as the surviving spouse and trying to push me to refinance and obtain a new loan. 

XXXX  - I responded explaining the situation and requested again for FM to advise what, if any, additional info was needed for this to be processed and the loan to be assumed by me the surviving spouse. 

XXXX XXXX FM messaged me acknowledging my request to assume the loan and that I indicated that I may be a successor in interest to the borrower. They continue on with saying additional info is needed to determine whether I qualify as a successor in interest. They then say they will need to review a list of documents ( only one of which was required for the situation ). 

XXXX and XXXX - I called to check the status and verify that someone was reviewing the documentation I provided and whether I had been approved as the successor in interest. Both times, no one was able to connect me to someone within the Assumption department. I learned quickly that they were short staffed and instead of allowing you to wait on hold to talk to someone within that department, the call overflow goes to the Loss Mitigation department. I can tell you that as of XXXX, that is still the case and you will not ever get transferred to someone in the actual Assumption department. They will tell you they are transferring you and the person that answers is 100 % of the time in the Loss Mitigation department. 

On XXXX - I also called the VA Home Loans hotline to speak with someone at the VA, seeking assistance since I felt like I was going in circles with FM and getting nowhere. The person with the VA said they were going to contact FM to find out what was going on. 

XXXX - I received a call from XXXX with the Assumption department. She basically explained the first step was getting approved as successor in interest, then explained the fees associated with assuming the loan and the assumption package that would need to be completed. Then transferred me to XXXX who I requested the status of my successor in interest application. She told me to wait to check next week for an approval. 

XXXX - I called FM and spoke with XXXX XXXX to check the status of my successor in interest request. They opened a request for successor in interest during the call because they said they did not see an open request. Then they transferred me to XXXX XXXX ( Loss Mitigation ) who said they could see a request in the system for successor in interest and the deadline for FM 's completion of review was XXXX and to call back that day. 

XXXX - I spoke with XXXX XXXX to check the status and she informed me that I was approved as successor in interest. She started the process for assuming the loan and would mail the assumption package to me. 

XXXX - FM mailed me a letter stating they verified my identity and ownership interest in the property and that I was now a confirmed successor in interest on the loan account. 

XXXX - I messaged FM a completed and executed Assumption Request Form. I also faxed the same form on XXXX to FM. 

XXXX - Received call from FM XXXX XXXX. They stated they were calling to confirm that I had submitted an assumption request and whether or not I was still wanting to assume the loan. I again stated, yes, that is what I have been trying to do since XXXX, please proceed. They scheduled an appointment for me with a loan XXXX, XXXX. 

XXXX - XXXX XXXX called me and took my employment and financial information. He stated that everything looked good and I would receive two emails within XXXX days to electronically sign documents and that a packet would be mailed to me. 

XXXX - I received the two emails XXXX said I would. I e-signed the documents. 
XXXX - I received the loan assumption packet in the mail. 

XXXX - I returned the completed/executed assumption packet to FM via XXXX. 
I did not receive any correspondence from FM until XXXX XXXX- XXXX XXXX emailed me stating that my assumption had been reassigned to him from another former employee. He then went on to state " facts '' that were clearly not related to my account such as divorce and needing proof of how I was paying my rent, when I was a surviving spouse/widow and have been paying the mortgage since my husband 's death over 2 years ago. 

XXXX - I called to try to get clarification on my loan assumption status and correct the info that was erroneously given, and left XXXX a voicemail since it said he was out of office. I requested to be transferred to XXXX XXXX, XXXX XXXX manager and was told that she was out of office. I was transferred to customer service, XXXX XXXX who then said she would transfer me to loan assumption department, XXXX XXXX with loss mitigation answered and stated they would email XXXX on my behalf to request that he call me. I received a call later that afternoon from XXXX in the loan assumption department. I explained the confusion and she sent an email to XXXX and XXXX, requesting they contact me. 

XXXX - XXXX XXXX called me to follow up on my previous day 's call to make sure my issue had been resolved. I informed her that I was still waiting for either XXXX XXXX or XXXX XXXX to call me. She then sent an email to XXXX and the Assumptions dept. requesting they call me. 

XXXX - I called XXXX and XXXX and left them both voicemails to inform them that I still haven't received any correspondence from XXXX or XXXX. 

XXXX - I called and left voicemails for XXXX XXXX, XXXX XXXX, and XXXX XXXX. 

XXXX - I called XXXX and his voicemail said he was out of office. I called XXXX and she messaged XXXX and XXXX through Teams and didn't get a response from them. She resent the email from the previous week to them and copied her manager and said she would call me tomorrow. 

XXXX - XXXX called me in the morning to let me know that XXXX asked XXXX to call me today. XXXX called me that afternoon while I was on my way to an appointment. We scheduled a callback the next day at XXXX XXXX 

XXXX - XXXX called me and acknowledged receipt of additional documents he requested. He stated that he was waiting on the VA team to confirm nothing else is needed, then he will send to underwriting. He said that he would call me back on XXXX, XX/XX/XXXX at XXXX XXXX to let me know the status and if anything else is needed. XXXX never called me or emailed me after that. 

XXXX - I called and left XXXX a voicemail after he didn't call me at our scheduled time. 

XXXX - I called and left voicemails for both XXXX and XXXX requesting they call me. 

I am still waiting for a return call from someone to provide the status of my loan assumption.

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