Consumer complaint received 2024-06-01 00:00:00
Product: Mortgage — FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Trying to communicate with the company to fix an issue with the application process
Company: Freedom Mortgage Company
State: FL

Complaint narrative:
On XX/XX/XXXX, we received a document in the mail about XXXX  XXXX. Once we called, we spoke with XXXX XXXX XXXX. We agreed to the terms and signed the documents on XX/XX/XXXX through XX/XX/XXXX there were some glitches in the system and screen shots were sent to all parties to inform them that the documents were signed even though they were coming back with needing more signatures. 
On XX/XX/XXXX, the request for the SSA-89 form to be signed with a wet signature and sent back. No communication on why this was required was provided. 
On XX/XX/XXXX the email that states, Lets Talk Next Steps and providing us with timely updates each WEEK THE ONE THING THAT FAILED MY FAMILY TREMENDOUSLY! I emailed on XX/XX/XXXX asking for confirmation of receiving the SSA Form no response just the same email about talking about next steps and the mortgage payment that was due. 
Mind you, when speaking with XXXX on the phone he mentioned the process in its entirety would take 3-4 weeks and there was a chance we would be making the proposed rate in XXXX. 
On XX/XX/XXXX, we got another email to sign stating Great News. You have a new loan document to review and sign. It is currently unavailable for viewing so pointing out what the document was is nearly impossible. By this point it became a regular occurrence to speak to someone at Freedom Mortgage regarding the XXXX  XXXX process. There was rarely any communication, just the signing of more documents that had no context around it. 
On XX/XX/XXXX, I called Freedom Mortgage asking about a closing date, asking for any type of information and I am not sure who I spoke to but this is the first time we learned about a lien on our home because of the solar panels we added in XXXX. Upon calling it was mentioned that I NEEDED TO CALL THE COMPANY WHO HELD OUR SOLAR PANEL LOAN TO GET IT REMOVED. I was needing to get the authorization from the Solar Panel company for Freedom Mortgage to run a credit report. The company who holds the LOAN TO MY HOUSE, asked me to CALL A COMPANY WHO HOLDS THE LOAN TO MY SOLAR PANELS, asked me to get a form signed for them to move forward in the process that started 4 weeks prior to this conversation. WHEN THE ENTIRE PROCESS WAS SUPPOSED TO ONLY TAKE 4 WEEKS! 
XX/XX/XXXX, was also the day we had XXXX way call with Freedom Mortgage and XXXX XXXX XXXX. We were told we needed a subordination for the first time. XXXX stated many times that it was not a XXXX on our home they were just in first priority and more times than not a loan reconfiguration can by pass this. Freedom Mortgage representative stated they sent the subordination on the XXXX and it was confirmed on the phone that evening that they sent it to the wrong address!!! The first time XXXX was sent was XX/XX/XXXX and it was delivered to the wrong address on XXXX so documents about me, my family, our address, my social, ALL OF MY IDENTITY sent to the wrong address and NEVER ONE TIME DID ANYONE FEEL TO SPEAK TO ME ABOUT WHAT WAS ACTUALLY GOING ON. Our mortgage jumped from {$2700.00} to {$3300.00} and not one time did anyone think of the financial strain it would put on my family during this time. While on the phone, I got the correct address and got a new form to be sent. 
On XX/XX/XXXX, a new loan document that is unavailable to view again. Signed and Delivered. NEVER ANY COMUNCIATION AROUND THE DOCUMENT, just trust from the homeowners that their mortgage company is doing the right thing and making sure that our FHA Streamline goes into effect. 
On XX/XX/XXXX I spoke with XXXX XXXX and expressed a great deal of concerns. I requested a supervisor call after everyone I spoke to at Freedom Mortgage seemed to know XXXX ABOUT MY ACCOUNT. Again, I called DAILY for UPDATES. Every time I called I got XXXX  # XXXX for the representatives. I wrote my own notes and NOT ONE TIME COULD SOMEONE READ BACK TO ME THE CORRECT NOTES FROM THE CALL PRIOR. So when speaking with XXXX, I had to inform him that SOMEONE CANCELLED OUR SUBORDINATION! I learned this information from speaking to XXXX XXXX XXXX ( the holder of the Solar Panel Loans ) XXXX seemed surprised because this was not requested by the mortgage company. It was still noted on my account that we were waiting for the subordination. He stated that he would work with the credit union on his own and have answers back to me the following business day. XXXX called the next day as mentioned and stated the credit union would open the subordination back up and they needed a few documents. Every time one of those documents were sent into the Credit Union I emailed XXXX to keep him informed. 
XXXX XXXX from XXXX stated in an email, a XXXX XXXX at mortgage connect told them that the subordination is no longer needed. SOMEONE AT A COMPANY I KNOW NOTHING ABOUT IS SPEAKING ON MY BEHALF WHEN EVERY SINGLE DAY I AM FIGHTING FOR A SUBORDINATION. 
XXXX XXXX XX/XX/XXXX Credit Union needs the NEW credit report for the new mortgage. From the beginning it was mentioned that not much was required for a XXXX FHA which is why my family believed this was the best way to bring our mortgage back down after the new year. I had to request a credit pull in order for this to even move forward. XXXX XXXX, the one who is paying the mortgage had to manage getting the documents needed to move forward!!!! 
EVERY SINGLE DAY I CALLED FREEDOM MORTGAGE ALL OF XXXX. All of XXXX I SPOKE TO SOMEONE AT THE CREDIT UNION. I was switched from department to department. I was told my streamline was still being worked on. I was told a bunch of bogus and also hung up on multiple times. I was told by the credit union that my new mortgage loan documents were sent to her and it didnt look like we would be saving any money, so it didnt make sense to stress about it. AGAIN, MY DOCUMENTS WITH ALL MY INFORMATION SENT WITHOUT MY KNOWING. 
XX/XX/XXXX!!!! I emailed XXXX, XXXX XXXX, and XXXX all the people with Freedom Mortgage who mentioned multiple times they would take my best interest and assist me through this process. NEVER TO GET AN EMAIL BACK. 
Fast forward to XX/XX/XXXX We call Freedom Mortgage to figure out where we are in the process of this XXXX XXXX to be put on the phone with someone from sales, XXXX XXXX, to then tell us the XXXX XXXX is not even an OPTION! The first documents signed stated NOTHING ABOUT A DEADLINE. NEVER ONCE WERE WE TOLD IT WAS NOT AN OPTION. I had to fight for myself in this entire process and Freedom Mortgage did nothing. 

People I have spoken to at Freedom mortgage - XXXX extension XXXX XXXX # XXXX ( sales ) XXXX # XXXX then he transferred me to a manager named XXXX # XXXX ( possibly # XXXX ) XXXX XXXX and then a XXXX I did not get their ID numbers XXXX XXXX with the customer advocate department XXXX XXXX ( he mentioned he had NO IDEA we were requesting a Subordination and also had no records of our mortgage/deed ) Senobia didnt get the number she uses but she hung up on me XXXX I am not sure of his number- I was forwarded to him from like 9 departments he was in sales and sounded genuine and wanted to help us put me on hold and hung up. 

There were far more representatives spoken too, some were great but had no clue what we were calling about and transferred us to incorrect departments. Some were very unfriendly and never even tried to help and hung up. But all of this is said because I not only tried to get my subordination myself after realizing it was needed and continued working to get it up until a week ago to find out it was once again closed without my knowledge. 

The lack of communication, follow up, and want to assist someone that has a mortgage through Freedom Mortgage and has voiced the need for the XXXX XXXX it has the biggest sour tase in my mouth.

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