Consumer complaint received 2020-09-11 00:00:00
Product: Mortgage — FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: Freedom Mortgage Company
State: AK

Complaint narrative:
This is my story on attempting to do a simple streamline refinance on an FHA loan through my current lender Freedom Mortgage. 

On XX/XX/2020 I was contacted by XXXX XXXX XXXX ( Loan Originator NMLS ID # XXXX ) to inform me that my FHA loan was eligible for a rate reduction because of the current markets. I was sent the application papers to sign on XX/XX/2020. I was also requested to send a proof of occupancy as this loan is for our primary home. 

As I live in Alaska and EVERYTHING is sent to my XXXX XXXX getting this proof of occupancy proved to be difficult. On XX/XX/XXXX, I sent XXXX copies of my electric, heater oil, and propane bills all which has the XXXX. XXXX address and show they service my home address. On XX/XX/XXXX she finally responded in a generic email saying the three bills were not acceptable and I needed to send a paystub. She also mentioned that she had tried to call me, which was untrue as I had NO missed calls or voicemails from her. I sent out a paystub and W2 that same date. She responded back on XX/XX/XXXX saying that both of those forms were not acceptable as they had a XXXX. XXXX and not the physical address. I emailed and called asking her what would be acceptable as I had nothing else to send. She didnt respond to any form of contact and that was the last I would hear from XXXX. 

On XX/XX/XXXX, I am contacted by XXXX XXXX ( Loan Officer NLS # XXXX ) with the same email as XXXX informing me that I could get a rate decrease on my FHA. I once again signed the documents emailed to me and sent the same bills, W2s, paystubs, and anything else I could think of as our proof of occupancy. On XX/XX/XXXX, XXXX sent me an email stating the same thing as XXXX, that none of the paperwork I sent over would be accepted as it showed a XXXX XXXX mailing and a service address of our home address. He suggested I contact the post office and get a proof of address from them. I called our local post office and spoke with our post master who informed me that the post office does not offer address verification letters nor are they allowed to release any information regarding a clients address or XXXX XXXX information. That was the last I heard from XXXX XXXX after, multiple unanswered phone calls and emails trying to figure out how to get him what he needed. 

On XX/XX/XXXX, I contacted Freedom Mortgage customer service and spent hours on the phone being transferred and disconnected and more transfers until I reached someone who said they would help me. Her name was XXXX XXXX ( Customer Advocate-Escalations Team ). She was very helpful and patient as I explained the situation. She asked me about my drivers license, which ALSO has my XXXX  XXXX as that is legal in Alaska. She sent me a routing slip to take to the Post Office and once again ask them to fill it out and stamp it. She sent me her direct line in an email so I could easily contact her to get this situation sorted out quickly. She also got me in touch with my personal customer advocate XXXX XXXX. 

The next day I went to the Post office with the routing slip and once again was denied the stamp or signature from the Post Master as that is not a service they offer. I came home and called XXXX direct line as stated on her email ( XXXX ) and it went to a construction company, not Freedom mortgage or XXXX XXXX. I called XXXX XXXX, whose direct line went to voicemail. So I called the customer service main line again and asked to be transferred over to her line. I sat on hold for a long time until she finally answered. I told her what happened with the Post Office and Post Master. She insisted that I was wrong and the post office/master would fill out the paper. I finally got the Post Master on a conference call with XXXX and had the Post Master tell her what she was telling me. After the Post Master hung up, XXXX still insisted I go to the Post Office and get the routing slip filled out as it was the ONLY way. I then got the USPS main office in XXXX on the line who also told XXXX that is not a service the USPS offers and they would not be signing or stamping any paperwork for us. Basically it all ended with XXXX still telling me to go to the Post Office and getting the paper stamped. 

At a loss of what to do and with a gut feeling of deceit, on XX/XX/XXXX I went into the Post Office and asked a clerk ( not the Post Master ) to stamp the paper with a normal dated stamp that showed our town name. I filled out the remaining information on the routing slip at home and emailed it to XXXX. She respond right way with XXXX and asked me to send a copy of utility bills which I did. They next day, XX/XX/XXXX, I sent an email asking if she had received the utility bills to which I got no response on phone or email. 

On XX/XX/XXXX after multiple failed attempts to reach XXXX and find out if she needed anything else, and to check on the process, I sent her manager XXXX XXXX an email stating how unhappy I was with his teams customer service and response. He has NEVER responded to my email. 

On XX/XX/XXXX, I was contacted by XXXX XXXX who asked me to send a copy of my marriage license as I had purchased this home under my maiden name and they needed proof of my name change. I sent it right away. 

On XX/XX/XXXX, I FINALLY got an email from XXXX that said I just wanted to follow up with you to let you know we are still pending title to be cleared. Once cleared we will be able to move your file to underwriting for approval to close. I will keep you updated on the status of title over the next week. Let me know if you have any questions or concerns. Thanks. I responded immediately and thanked her for the update. 

On XX/XX/XXXX, I get emailed from XXXX XXXX asking me what my current legal name is as there was some discrepancy between the last name on the current loan and the refinance loan. I sent her an email response stating that I had sent over my marriage license and had confirmed a name change with XXXX. Then silence again until XX/XX/XXXX when I wrote to XXXX asking on an update on our loan as it had been a month. 

Nothing. 

Later that day I receive an email from XXXX XXXX ( Customer XXXX ) asking for my proof of occupancy, proof of name change, and SSN verification. I tried to call his direct line as listed on the email which ended up not being his direct line - SURPRISE! So I sent him an email stating that I had already sent all of the information he wanted to his colleagues and I would not be sending anymore information until I heard from someone personally on the phone from Freedom Mortgage to further discuss my application. That afternoon I get sent more digital paperwork to sign which I did not as I wanted to hear from someone at Freedom before proceeding. 

On XX/XX/XXXX, I sent XXXX an email and called her direct line asking her to contact me. I sent another email and left another voicemail on XX/XX/XXXX. I also sent another email to her boss XXXX asking him to call me to discuss his teams extreme lack of customer service. After more calls and voicemails, I sent a final email to XXXX and XXXX on XX/XX/XXXX informing them I was going to contact you ( CFPB ) as I am done dealing with their incompetence. 

I understand applications are backed up due to Covid, but this experience is totally unacceptable in my mind. I cant trust these people to keep my paperwork straight or contact me back in a timely fashion even to update me on the process. Why would I want them to hold my loan or trust them with my personal and sensitive information? I almost feel as this is a complete scam they are promoting and I am moving my financials elsewhere. I will NEVER recommend Freedom Mortgage as a reputable company.

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