Consumer complaint received 2018-09-13
Company: Freedom Mortgage Company
State: CT
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
I completed / closed on a refinance loan in XX/XX/XXXX, with XXXX XXXX XXXX, {$240000.00}. I have statements from XXXX XXXX that accurately reflect Escrow and Principal amounts along with correct recording of my payments and property tax payments. I also have bank statements that prove I made these payments. 
XX/XX/XXXX - XXXX XXXX deposited {$3600.00} into my escrow ( from my loan ) XX/XX/XXXX - I made my XXXX mortgage payment to XXXX XXXX for the amount of {$2800.00}, {$500.00} extra was applied to principal, {$500.00} was for escrow, the remaining was applied to principal and interest. 
XX/XX/XXXX - I made my XXXX mortgage payment to XXXX XXXX for the amount of {$5300.00}, {$500.00} extra was applied to principal, {$3000.00} extra was applied to escrow, {$500.00} normal payment to escrow, remaining amount applied to principal and interest. 
As of XX/XX/XXXX, XXXX XXXX correctly identified my principal balance as {$230000.00}. 
As of XX/XX/XXXX, XXXX XXXX correctly identified my escrow balance as {$7600.00} On XX/XX/XXXX, XXXX XXXX correctly paid my tax bill of {$2500.00}, leaving an escrow balance of {$5100.00}. 
-I received notice in XXXX that Freedom Mortgage would start servicing my mortgage on XXXX XX/XX/XXXX. 
XXXX - I received a statement from Freedom Mortgage that I was due to make an XXXX mortgage payment, my escrow balance was {$1600.00}, my principal balance was {$230000.00} -WRONG- -I contacted Freedom Mortgage Customer Care XXXX several times stating that have already made my XXXX payment and that escrow and principal numbers are incorrect. Nothing changed. 
-XX/XX/XXXX & XX/XX/XXXX - I emailed bank statements, and XXXX XXXX documents to XXXX to further support my claim that Freedom Mortgage number are not correct.

-I have recently found that Freedom Mortgage also made a tax payment and now refuses to request a refund from my town hall. They made this transaction prior to the XX/XX/XXXX, service date start. I have a document that proves my XX/XX/XXXX, tax bill already paid. 
-I have called spoken with Freedom Mortgage Customer Care so many times ( Wednesday XX/XX/XXXX with XXXX , Agent # XXXX ) and nothing, nothing has changed. 
XXXX - I made my XXXX mortgage payment under the threat from Freedom that my credit score would be affected if I did not pay by XX/XX/XXXX. But the numbers they have are WRONG! I should be able to apply extra money towards my principal, i.e. take the extra money from escrow ( that should be there ) and apply towards principal ... .but they are denying the money exists!!! I am also scared they are not accurately accounting for my principal amount!!!! I have ZERO trust for this company. What can I do??? 
XXXX - Sent email to XXXX to request they stop servicing my escrow. I will pay my own tax and insurance from this point. I don't know what I can do about my town-hall as they refuse to refund me.

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