Consumer complaint received 2022-03-11 00:00:00
Product: Mortgage — VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: Freedom Mortgage Company
State: AZ

Complaint narrative:
Let me start by saying my father is a retired veteran with dimentia and I have power of attorney to make decisions on his behalf. So as his oldest biological son I have been dealing with this issue. We were reached out to by Freedom Mortgage about refinancing out current mortgage to get a lower rate. Not having to change the number of months on the loan. My parents jumped on this opportunity as they are on a fixed income. We submitted all the paperwork but the title company needed some affidavit of affixture. When the docs were requested I had reached out several times to get assistance as I did not know what this document was. Not to mention they currently hold the mortgage on the property so that should have already been found in the county. They close the account because we can not figure out what to do. They didn't provide any reason for need for this or assistance on what it was when we asked for help. That is step 1. In XXXX of XXXX a XXXX XXXX from Freedom mortgage reached out to re-open the account. I brought up this issue and he told me it would not be an issue this time as he would push it through. I asked again if it would be an issue and was assured it would not. So we re-opened the process only to find out that it was an issue again. So I started making calls about it because I again did not have an understanding of what the affidavit of affixture was. I got some assistance form someone in XXXX of XXXX. They needed the document by the XXXX. I asked for an extention till the XXXX. Our rate lock was about to expire so we extended a month. I was told to have the informatino send over by the XXXX. I had taken the XXXX off to go to the XXXX and start the process. Found out that you need a title to do this. We didn't have a title there is a deed. ( which indicated these documents have already been filed with the state ) So at this time I was told to go to the county assessors office. That is part 2 I drove downtown to the county assessors office with my parents in tow. When we arrived to the office I was able to speak to someone who actually deals with this exact issue. He was most helpful and was able to find the document that was filed in XXXX ... 30 years earlier and I was told I could not get a new affidavit of affixture but he printed out the old one for me and told me if I want an official one I have to go across the street to the county recorders office. We did just that. They pulled the file and gave us an official copy. I am finally releaved as I was TOLD we could close in 2 weeks once they get this document. So I scan it in and send it to the mortgage company and the title company on the XXXX. As agreed upon by an employee of freedom mortgage. I didn't hear back from them so I called on monday XXXX for a status update and was told my file was closed. Yet literally 10 days earlier I spoke with someone about the deadline and was told it would be okay. 3rd LIE! At this point I have been lied to multiple times. I was mislead and told a document was needed when in fact it was not due to having a deed. So this was 6 months of a headache that was never needed to happen. I had to take a day off of work to get these documents that were not needed. I have spent the last couple weeks trying to reach someone at freedom mortgage and no one will return the call. I finally got ahold of an XXXX XXXX and he has said he reached out to management and they sales side to get someone to call me and they never did. I gave them a deadline of XXXX on the XXXX of XXXX to get back to me and avoid this complaint however they did not call me back at all. So here I am writing this complaint. I was misled, lied to, ignored and overall this process was a nightmare. And my parents being retired could have used the lower payment on their house a few months ago when this first started. I feel like we were mislead from the beginning and they didn't actually want to do any of this by the way it was all handled. I hope that this complaint will have some effect and get this resolved. 

I have attached the Power of Attorney for my father XXXX XXXX so the company can not claim I am unauthorized as they have a copy of said power of attorney in their possession.

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