Consumer complaint received 2022-06-10 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: Freedom Mortgage Company
State: GA

Complaint narrative:
I am submitting this complaint because I believe Freedom Mortgage et al are intentionally dragging their feet on my refinance and I believe it's because of my race, age and gender. I started the refinance process in XX/XX/XXXX after they reached out to me to refinance because they had become my new current mortgage holder. They promised me a lower interest rate, XXXX costs, swift and simple closing an offer they were making to only a select few as a way of welcoming me to my new mortgage loan provider. It was a win-win for me because their offer would save me money on my home mortgage and so I, their new client readily accepted while turning down similar offers from other providers during my shopping/research process. 

Now, XXXX months later, interest rates have increased tremendously and I'm still waiting for a decision. It appears they don't want to refinance at the rate that was originally promised. The process has been wrought with unprofessionalism, and I continue to believe I have been a victim of discrimination and XXXX bias, or plain negligence as it relates to refinancing my home loan with Freedom mortgage, Loan # ( will be provided at later date per instructions ). I believe that Freedom is trying to do what they can or hold things up to the point the rate will increase and it will no longer be in my best interest to refinance, or I pull out the refinance process all together. If I pull out then all evidence of their discriminatory treatment can be destroyed when in reality they would never commit XXXX way or the other on my application. 

Since inception I have experienced the following : 1. My loan terms are constantly changed despite the originally promised and accepted loan term, interest rate, closing cost, out of pocket cost, and rate lock costs. 

2. Multiple ( XXXX  ) unauthorized hard credit bureau inquiries have negatively impacted my credit score. My credit has been pulled a total of XXXX XXXXimes, and on Tuesday XX/XX/XXXX, I received a request to pull my credit a 6th time, to which I objected because it had just been pulled on XX/XX/XXXX. I was told the credit report is valid for XXXX  months so there should have not been a need for another request to access my credit. Only after I submitted another letter ( XX/XX/XXXX ) to the CEO of Freedom Mortgage ( XXXX XXXX ) and multiple members of the C-suite was I advised another credit inquiry was not needed 3. There has been inconsistent follow up, multiple unreturned phone calls by loan officers ( XXXX XXXX XXXX # XXXX, XXXX XXXX XXXX # XXXX, and XXXX XXXX ) 4. Conflicting information provided by loan advisor regarding the status of the loan 5. Multiple loan advocates over the life of the refinance process. Each time this changed I had to often times resubmit the same information/documentation again because it was lost during the transition ( XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX amongst others, these were the only ones I was able to capture. 
- Multiple requests to submit the requested documentation because it was not uploaded to the file or they miraculously didnt receive it. 


6. Failure to accept a signed lease to justify the income received from my rental property. After several instances of back and forth about this I was told they wouldnt accept a lease and because of that my debt to income ratio was too high. Only after I wrote a letter, ( XX/XX/XXXX ), to the CEO of Freedom Mortgage ( XXXX XXXX ) and multiple members of the C-suite was my account reviewed again and the lease was determined as acceptable 7. Failure to accept or allow for a co-signer despite many attempts of offering 8. There were several AUS/LP approvals from XXXX and XXXX XXXX XXXX XXXX, but Freedom Mortgage never acted on this information, instead they kept requesting the same documentation many times. 

9. My assets were not being leveraged to support a positive loan outcome.

10. At XXXX point, XX/XX/XXXX, I received an odd request about my Mothers home at ( address can be provided upon request ), that " I may have ownership interest in although my name doesn't appear on the deed or any other related documents. 

11. Currently, I am being told they are unable to verify my income despite my having sent my XXXX which reflects a XXXX employee. 

o I submitted a paper tax return for XXXX in XXXX of XXXX, and to date the IRS is very behind on paper filings. As of last week, they have only completed returns received through XX/XX/XXXX. 
o I have not filed my XXXX taxes but I provided the information from my accountant reflecting an official extension filing. 

12. The consistently increase the loan to value of my home. ( values can be provided upon request per instructions ) I continue to pay my loan with Freedom Mortgage ( who as a reminder is also my current loan holder ) on time through auto pay ; each month, on time, with XXXX late payments. 

I am at my wits end and need help. I simply want to refinance my home under the original terms and interest rate of 3.25 % of what was promised to me by Freedom Mortgage. Additionally, based upon this ongoing neglectful process, I have suffered immense stress, discrimination, embarrassment, financial losses based upon lower credit report and higher monthly mortgage payments, and the inability to manage my credit or take advantage of new opportunities that may impact my credit because of this excessively long process. Because of this experience, I would like my refinance processed and a swift closing, to be compensated for this undue burden, and Freedom Mortgage to be investigated for similar XXXX and gender discrimination actions.

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