Freedom Mortgage Mortgage Complaint

Freedom Mortgage Mortgage department,

Conventional fixed mortgage Application, originator, mortgage broker Texas

In - -, we were solicited by our current mortgage company, Freedom Mortgage, to refi our existing loan to a lower rate and lower payment. In the solicitation, as well as in phone and email communications, we were told that there would be no closing costs, no costs rolled into our loan and no additional time added to our mortgage. When I expressed concerns about this being to good to be true to the loan officer, - -, he told me it was a customer retention program designed to keep clients happy and prevent them from shopping for a better rate. After we were given written confirmation that there would be no costs of any kind associated with the refinance, we agreed to move forward and allow Freedom Mortgage to run our credit and begin the refinance process. We were given a list of required documents and a link to a portal for uploading documents. We uploaded all the requested documents during the first two weeks of - -. On -/-/-, we received an email from our loan processor, - - -, requesting - and - business and


Approx two weeks later, we received a letter stating that our rate lock was about to expire due to not receiving all documents. I immediately called and spoke with - who assured me that all documents had been received and that I need not worry about the rate lock expiring because that only applied to them receiving all documents and that it would not matter if our closing date was after the rate lock date. She told me at that time that they would be back in touch in a couple weeks to set a closing date. On -/-/-, I called - to see where we were in the process and ask why we had not heard from someone about a closing date since this had now been going on for well over 6 weeks. At first she said our refi application had been closed out on -/-/- due to not receiving the - and - tax docs. When I pointed out that I had mailed those documents to her and that they had been received by her on -/-/-, she then said the issue was we did not send the - 's with the tax returns. I then pointed out to her exactly where the - 's were in the attachments that had been sent to her. At this point she said " I uploaded everything, I do n't know why your loan was closed '' ... She could provide me no more information and directed me back to my loan officer, - -. On that same day, -/-/-, I called - - but he was out of the office so I emailed him a request to have someone who knew what they we doing to get in touch with me. On either - or -/-/-, I spoke with - - and he said he would check on my file and promised to call me back no later than noon Fri, -/-/-. On Fri afternoon, after not getting a call from anyone at Freedom Mort, I called - - again and his voicemail message said he was out of the office. I left a message requesting a call, again ... On Tues, -/-/-, I emailed - - that if I did not hear from someone by noon the next day, I would be filing formal complaints. Later that same day, - - emailed me and apologized for not getting back to me and again promised to review our file and get back to us within 24 hours. On Weds, -/-/-, I received an email from - - that he had been assigned to a new department at Freedom Mort and could no longer work on my loan. He said the file had been reviewed with his supervisor and that a new loan officer would be in contact with me within 24 hours. He did not supply the name of the supv nor the new loan officer ... On Thursday, -/-/-, I emailed - and - requesting the new loan officer info. As of -/-/-, there has been no contact.