Consumer complaint received 2023-07-01
Company: Freedom Mortgage Company
State: GA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
Earlier this year my loan was taken over by Freedom Mortgage ( FM ). Prior, I always paid my taxes directly to the county. Once I saw I was in escrow and my payments were going from XXXX to XXXX I followed up with FM and explained I already paid and provided them with the receipt I received from the tax office showing full payment and listed me as the tax payer. After months of following up and being told they will have a resolution by c date ( which ket being pushed for months ) I finally asked FM what my options were because I cant continue to make double payments as they look into the situation. They instructed me to request a refund from the XXXX XXXX tax department and pay the negative escrow to them in full. So I went to the tax office and requested a refund. They tax department said they cant do that because I am listed as a payer on the account. I told them the situation and after They investigated informed me the mortgage company did pay but received a full refund back in XXXX. The tax department then provided me with a payment history printout showing my full payment, freedom mortgage full payment and and freedom mortgage full refund. I then called freedom mortgage and spoke to the escalation department and they too confirmed I was listed as the taxpayer for my home. They again told me they would prioritize this review and issue a refund. I called back a few days later just to be told it was deboned and they cant do anything for me until they can locate the check. I asked if they could at least lower my payments as I am still paying double. They finally agreed to lower them to XXXX while still in escrow and still in the negative on escrow until they figure out where their payment from the tax office is. To go back, Ive paid the XXXX mortgage and the next month requested if the situation was resolved because Im still showing the XXXX minimum payment amount on my account.. they informed me the resolution would be confirmed in a couple days.. so I said while you figure this out let me at least make my minimum payment ( my previous mortgage ) of XXXX since this should be squared away shortly. A month goes by and they send me letters that Im behind on my mortgage I incurred late fees and was reported to the agency.. so I called again to figure out how this happened when they were for sure taking care of the issue. I then proceed to XXXX the XXXX for that month. I later get a letter saying Im in default. Basically since I didnt pay the full XXXX for the previous month they called me delinquent saying I didnt pant full payment. This was reported to on my credit. In the background XXXX applying for another mortgage since I need to relocate due to my husband being in the military. I was informed I no longer quality for the mortgage I was pre approved for 2 months ago because I have a default on my mortgage for 2 Months! I called FM and explained because of all of this and their unwillingness to work with me on a mistake they made I can no longer move.. I asked for them to please remove this from the credit reports and provide an explanation that I wasnt in default. They again said sorry but we cant do anything until XX/XX/XXXX. Typical response Ive been receiving for the past 5 months! They refuse to make things right and now I cant get a mortgage to move my family!

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