Consumer complaint received 2022-01-18
Company: Freedom Mortgage Company
State: AZ
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
We were exiting our forbearance plan and paying the exact amount needed to bring our, mortgage current in XXXX XXXXas stated by freedom mortgage.Freedom mortgage received the payment on XXXX XXXX XXXX for XXXXThey also received a check for XXXXbc at the time our account statement showed a negative balance on our escrow of XXXX and the XXXX. company we used to access our equity ita their policy to have us us e any proceeds to make sure our mortgage accounts are current.I spoke to a customer service representative at freedom mortgage and explained the pay net situation prior to them receiving the checks and was told after the XXXX was paid that we would be able to receive a refund for any overages in our escrow account after an analysis was XXXX XXXX XXXXEscrow analysis comes out claiming we have a shortage and our payments will be going up again.We contact freedom mortgage they claim they had not received the checks.My wife and I both contacted freedom mortgage multiple times in the end of XXXX and was told something different by each representative we spoke with.One representative from freedom mortgage said it was a large check and they take awhile to process.Another stated that they received them too late in the month to show on our statement.We assumed everything would be fine untilXX/XX/XXXX escrow analysis came out .Not seeing our payments of XXXX and XXXX being reflected and our payment going up after we thought we just brought our mortgage current with all the money we had was so stressful on our family along with the XXXX of going into foreclosure was causing us to become physically ill.We were u Der the assumption any payment Made in full would be credited when I t was recieved.We immediately request a new analysis be conducted only to be told they had not received any payments.The level of stress was now causing tension in our marriage which was affecting our children and our lives dailyXX/XX/XXXX A statement for our mortgage account shows the payments in suspense and being received in dec.we finally get someone to set up a new escrow analysis for XXXX XXXX.I call on XX/XX/XXXX and told it will be another week.i request to have our escrow our overage sent back to us immediately claiming the errors on freedom mortgage with our account and a request is put in to have our XXXX check sent back but nothing happened.XX/XX/XXXX they finally managed to get an escrow analysis done showing our overage after our cushion was XXXX.we were told we had to pay XXXX for them to release our payment.We told them we didn't have it and we shouldn't have to pay XXXX to recieve our check they got the checks in XXXX. They should have been credited in XXXX. XX/XX/XXXX escrow analysis should have reflected the payments and we should have received our refund.freedom mortgages accounting errors belong to freedom mortgage Not their customers.They held onto our escrow money knowing it was an overage .the new statements they posted to our account dated XX/XX/XXXX in the section labeld paid previous month they show the payments for XXXX and XXXX yet the statement shows date received XXXX XXXX is that possible.The financial strain and stress of feeling like me were being forced into forcolsure is ruining our lives.

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