Consumer complaint received 2022-12-28
Company: Freedom Mortgage Company
State: NV
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I bought a new home XXXX XXXX and XX/XX/XXXX XXXX I received an adjusted Mortgage Payment bill. I am aware that the taxes are estimated and that I would get an adjusted bill. I went on to the XXXX County Treasures site to get my new Tax Amount. I added that to my Principal and Interest and Insurance and came up with the correct adjusted payment ( {$1900.00} ) this is what I sent in for payment. The OLD PAYMENT was {$1900.00}. Merely a {$33.00} difference. They sent me a Mortgage Payment bill for {$2100.00} ( THAT WAS NOT CORRECT ) So why would I pay that amount? I called several times to speak to someone in escrow about the adjustment. I was asked to send over a copy of the XXXX County Treasurers page showing the new taxes. I emailed through their site and I mailed a hard copy. As I have enclosed, it is VERY CLEAR what my new payment should be. Since Principal and Interest DONT CHANGE and my INSURANCE is the same. The only thing different is TAXES. So I added the adjusted taxes. It is laid out on paper with different colors and an explanation and supporting documentation. But no one received it that could address it and rectify. 

I also noticed that my TAXES were not paid correctly. As of XX/XX/XXXXXXXX I had an OUTSTANDING AMOUT DUE OF {$1000.00}. The amount due was {$1600.00} and only {$610.00} was paid. As of XX/XX/XXXXXXXX  The OUTSTANDING AMOUNT was NOW {$1000.00} because a Late Fee of {$40.00} was added to the {$1000.00} for a total of {$1000.00} In addition my NEXT INSTALLMENT was due on XXXX/XXXXXXXX for {$1600.00} and it was also PAID LATE on XX/XX/XXXXXXXX I had called the lender to plead with them to pay and bring me current. There was plenty of money in my impound account. 

Then in XXXX I get another adjusted Mortgage Payment bill. It now has included my " Builders Assessment Fee '' on it. I have been paying my " Builders Assessment Fee '' directly through the coupon book that was sent to me. In fact, I paid ahead of time until XX/XX/XXXX. I put 50 % down payment on my home. An IMPOUND ACCOUNT WAS VOLUNTARY. I authorized Tax and Insurance ONLY. I spoke to many customer service people about all the above issues and told them to REMOVE the " Builders Assessment Fee '' NO ONE knew what to do. I emailed and physically send a 22 page letter and supporting documentation to address everything. 

I received a call from XXXX telling me that I was late on my payment and I was reported to the Credit Bureau. WHAT????? My check was cashed " On Time '' XXXX said because it was not the amount they asked for, they cashed check, but DID NOT POST check. OMG, I have perfect credit and I always pay in full and on time. This is NOT FAIR. I have tried to rectify this issue with many many phone calls, emails and direct mail. XXXX told me, It would help the situation if I paid the figure they had originally sent me to bring it current. So I paid the difference for XXXX and paid XXXX on the phone. So I could be caught up in their eyes and then I would fight to get the over payment back later. 

I received a letter saying that the " Builders Assessment Fee '' Must be paid through my Mortgage Payment. What?????? I called AGAIN!!! about this issue and I was told, the only thing I could do is REMOVE THE IMPOUND ACCOUNT all together. So, I said OK. I left a voice mail and I REQUESTED IT IN WRITING. I then get a letter telling me, because I have a LATE PAYMENT and that my impound account is short. I CAN NOT REMOVE THE IMPOUND ACCOUNT. Why would my impound account need to be fully funded if I am removing it? OMG, I am freaking out. This makes NO SENSE. I CAN NOT SEEM TO SPEAK TO A SANE PERSON. PLEASE HELP 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