Good afternoon. In XX/XX/XXXX we began a refinance process with our current mortgage company, Freedom Mortgage. Of course, as requested, we submitted all paperwork and documentation as it was requested and in a very timely manner. We were told that we would close on several different dates, all of which never happened. Yesterday we were told that our rate had expired and that we would be responsible for the penalty even though we had followed all of the directions and requests. The penalty would increase our mortgage payment by over {$100.00} a month ... .not making any sense to refinance if that 's the case. We were told even though we had done what we were responsible for, we would pay the penalty and there was nothing they could do. Unacceptable 
