Mortgage -- Closing on a mortgage -- Complaint #4362430
Complaint Overview
Complaint ID: 4362430
Company: Freedom Mortgage Company
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Closing on a mortgage
State: Colorado
ZIP Code: 801XX
Date Received: 2021-05-08T12:00:00-05:00
Date Sent to Company: 2021-05-08T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
Applied for a refinance, at their request, with Freedom Mortgage of our current mortgage that they had done 2 years ago. We were unable to communicate with them most of the process due 3+ hour hold times and no response from emails. They missed the original lock period because they failed to be able to complete it. They then extended the lock, but failed again to be able to close it in time, although all items were provided to them timely. We tried many times to call but were unable to get through. Emails went unanswered. Approximately 1 week after the 2nd lock expired, they called and were ready to close. Upon review of the docs, they were asking us to pay 2+ points, amounting to approximately {$13000.00} in closing costs. There was no discussion with us regarding this fee. Fortunately, I have experience with mortgages and reviewed the redisclose docs and noticed that they added the points and fees with no discussion with us. When we spoke to escalations, they would just leave us on hold for 2-4 hours while they researched it. After hours on hold, they would hang up. After many calls, being on hold for over 20 hours, we gave up trying to get speak to them.
Frequently Asked Questions
What is Complaint #4362430 about?
Complaint #4362430 was filed against Freedom Mortgage Company regarding Mortgage specifically about Closing on a mortgage. It was received by the CFPB on 2021-05-08T12:00:00-05:00.
How did Freedom Mortgage Company respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Mortgage) and describe your issue in detail.
Can I see other complaints against Freedom Mortgage Company?
Yes, visit the Freedom Mortgage Company company profile at readthecomplaint.com/company/freedom-mortgage-company to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.