We initially started a refinance with our current Lender, Freedom Mortgage. After receiving the rates, we decided to go with another Lender. We are at the final stages of completing the new loan transaction and paying off the Freedom Mortgage Loan, and require a " payoff statement '' from Freedom Mortgage. Unfortunately, this process is being held up because Freedom Mortgage refused to give it to our new Lender sighting " we were working with them still ''. Since that is n't true, we wrote a letter indicating we were no longer working with Freedom and instead, we are working with XXXX XXXX. 

Even after providing this letter ( which Freedom Mortgage required ), our new Lender has not been able to obtain a payoff. I ( XXXX XXXX ), then contacted Freedom Mortgage personally, in another attempt to obtain the payoff. I was told by the frontline representative that it will take two ( 2 ) weeks to mail it, which is unacceptable. They 've had ample time to order the figures if need me, so that it can be ready for us to have in-hand. After asking to esclate my request, I was then connected with a manager who stated that they might be able to have it ready and fax it to XXXX, but there were no guarentees. As you can understand, every day this take longer, I 'm being charged additional interest at a higher rate, than if my loan was with XXXX, so it 's important to me to get the payoff statement quickly, so that we can move forward. I 'd like to understand what Freedom 's timeline is for providing a payoff? Waiting two weeks or to be told " I might be able to get to you '', seems like a bad busines practice. I checked Freedom 's website, and all though it 's covered with informaiton on how to refinance with them, there 's not even an option for me to electronically order one ( an option most servicers provide ). By not processing these statements quicker, it seems like a stall tactic so that you can continue to charge me interest at a higher rate, and to try and pursuade me to do business with you only. My request is that you ( 1 ) Provide a payoff statement ASAP directly to XXXX via fax @ XXXX attention XXXX XXXX and to ( 2 ) please help me understand how your only option for provding a payoff statement is through snail mail, which can take up two ( 2 ) weeks to order. 
