Consumer complaint received 2023-12-09
Company: Freedom Mortgage Company
State: TX
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process
Sub-issue: Fees charged

Complaint:
Complaint Due to Repeated Mismanagement by Freedom Mortgage Initial Issues ( XXXX XXXX XXXX XXXX : Erroneous Charges and Mismanagement : Freedom Mortgage erroneously charged me {$750.00} due to their administrative errors. This includes mismanaging my account, incorrectly listing foreclosure, and mishandling my Homeowner Assistance Fund ( HAF ) payments. 

Inappropriate Foreclosure Proceedings : Despite my compliance with the loss mitigation program, Freedom Mortgage initiated foreclosure proceedings due to internal miscommunication, which they later acknowledged as their error. 

Misappropriation of HAF Funds : The mismanagement of my HAF funds by Freedom Mortgage led to my account starting delinquent by over 30 days. The funds were inappropriately used, including an unwarranted deduction of {$750.00}. 

Communication and Process Breakdowns : Repeated instances of internal miscommunication within Freedom Mortgage resulted in wrongful foreclosure actions and a lack of transparency. 

Inconsistent and Contradictory Mortgage Statements : Provided by Freedom Mortgage, demonstrating their ongoing mismanagement of the account. 
Recent Issues ( As of XXXX XXXX ) : Unnotified Insurance Charges : Discovered an unexplained charge of {$3700.00} for lender-placed wind insurance, made without my knowledge or consent, significantly above the market rate. 

Lack of Transparency and Communication : Despite opting for paperless communication, no information about this charge was made available in my online portal ( to date ), and I have been unable to secure a copy of the policy they claim to have purchased for {$3700.00}. This breaches our agreed service terms and raises concerns about Freedom Mortgage 's transparency and efficiency. 

Unjustified Escrow Analysis and Mortgage Increase : In XXXX XXXX despite reducing my homeowners ' insurance costs, Freedom Mortgage conducted an escrow analysis and illogically increased my mortgage payment by {$200.00}. 

Communication History : Initial Grievance XXXX XXXX XXXX XXXX XXXX : Submitted a detailed grievance after multiple unaddressed verbal complaints. 

Lack of Direct Response : Freedom Mortgage has not responded directly to me, providing only vague and unsubstantiated responses to state inquiries. 

State Engagement : Despite engaging with state regulatory body representatives, including XXXX XXXX, the issue remains unresolved due to the overwhelming number of cases and lack of substantive action from Freedom Mortgage. 

Ongoing Violations : New issues continue to arise, including unexplained escrow account depletions, with no communication or transparency from Freedom Mortgage. 

Why Federal and State Intervention is Necessary : Inadequate State Resolution : The state 's overwhelmed capacity has hindered timely and effective resolution. 

Retaliatory and Continual Violations : Freedom Mortgage 's actions suggest possible retaliation and a pattern of ongoing violations, indicating a need for higher-level intervention. 

Lack of Accountability and Transparency : Freedom Mortgage 's failure to provide necessary documentation and clear communication warrants scrutiny from federal and state agencies. 

Documentation and Communication Timeline : Initial Grievance XXXX XXXX XXXX XXXX XXXX : Submitted a detailed grievance with supporting documents to Freedom Mortgage, outlining the issues and providing corresponding evidence. This was after submitting six verbal inquiries and a written grievance, all of which were ignored by Freedom Mortgage. They have never replied to me directly, only to the state. 

Indirect Response from Freedom Mortgage via State XXXX XXXX XXXX XXXX XXXX  : Received a copy of Freedom Mortgages response to the state XXXX XXXX XXXX XXXX XXXX XXXX, which did not directly address my grievances. XXXX XXXX advised me to detail a response. 

Rebuttal to Freedom Mortgage 's Indirect Response XXXX XXXX XXXX XXXX XXXX XXXX Submitted a detailed rebuttal to the state and Freedom Mortgage, in response to the indirect communication from Freedom Mortgage, emphasizing the unresolved issues and inadequacies in their response. 

Further Indirect Response from Freedom Mortgage XXXX XXXX ( XX/XX/2023 ) : Received another indirect response from Freedom Mortgage through the state, which continued to lack resolution and clarity regarding the grievances. In this letter, XXXX changed her position, waived a late fee that Freedom Mortgage charged me when they had the HAF funds in a suspense account, and then simply stated they stood behind their previous correspondence. 

Additional Rebuttal to Freedom Mortgage 's Indirect Response XXXX XXXX XXXX XXXX XXXX  : Filed a further rebuttal to the state and Freedom Mortgage, responding to Freedom Mortgage 's latest indirect response and highlighting ongoing issues. 

Most Recent Grievance and Rebuttal XXXX XXXX XXXX XXXX XXXX XXXX  Submitted an updated grievance to Freedom Mortgage, reflecting new issues and the persistent lack of direct response or satisfactory resolution from Freedom Mortgage. 
Ongoing Lack of Direct Response from Freedom Mortgage : Over a 10-month period, despite continuous efforts to resolve these issues, Freedom Mortgage has not provided any direct replies or resolutions to my grievances. All communication has been indirect, through state responses. In their responses to the state, they make claims and statements but provide no evidence, references, or anything to substantiate what they are saying. They simply state, it was allowed or no error was made. 

Conclusion : The persistent issues with Freedom Mortgage, including mismanagement of funds, wrongful foreclosure actions, and lack of transparency, require urgent attention from federal and state regulatory agencies. This complaint seeks not only resolution to my individual case but also aims to highlight systemic issues within Freedom Mortgage that may affect other consumers.

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