Consumer complaint received 2022-08-17
Company: Freedom Mortgage Company
State: IA
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
To whom it may concern : My note was SOLD to Freedom. They notified me that I was eligible for a refi. In XX/XX/XXXX my refi was completed and my new payment amount was {$980.00}. During this time I was also filing for my 100 % tax exemption and it was totally chaotic due to misinformation, account errors and NO ONE that would answer my questions or, for that matter, even knew how! The exemption was finally processed and my payment went down to {$850.00}. Then they told me that my new payment starting in XX/XX/XXXX would be {$800.00} and my escrow was a positive {$1300.00}. Then I received an apology that they had misread and I was negative {$1300.00}. and they had to collect a payment, in XX/XX/XXXX, of {$1200.00} to make it so. I demanded a recalculation and that XXXX payment went down to {$840.00}!?!?! During this process I have received 5 different amounts that I was negative and the one positive making it 6 DIFFERENT amounts quoted for ONE solitary charge!!! 
XXXX- {$1300.00} pos XXXXXXXX {$1300.00} neg XXXX {$1400.00} neg XXXXXXXX {$1500.00} and some neg XXXXXXXX {$1700.00} and some neg XXXX {$1800.00} and some neg but it was less than XXXX Now I am told my new payment going forward will be {$890.00}. 
Principal and interest- {$590.00} Escrow- XXXX Warranty payment- {$51.00} NOW they have not only come up with a new amount but, a different format because they have combined my reg escrow and my shortage!! And also the 2 months cushion they require DOES NOT SHOW UP ANYWHERE!!! 
It is now broken down : {$93.00} for reg escrow {$150.00} for shortage NOW take {$150.00} XXXX XXXX and I am being charged {$1800.00} as my escrow shortage. 
I have requested a COMPLETE printout of each and every transaction since day one with Freedom. My request was in an email and totally dismissed!!! 
You should know the other variables. XXXX XXXXXXXX XXXX sent Freedom a bill for {$1600.00} in XX/XX/XXXX. The county tax accessor and treasurers office denied this in an, in person, visit to both of them and were very emphatic that I had a XXXX balance as of XX/XX/XXXX and had not and would not receive any future charges. Also I was sent a check for {$2000.00} that was supposed to be sent back to them. I did not return it but, did contact Freedom on how to make extra payments towards escrow. It was calculated, with my current escrow amount that I would only be short a few pennies more than {$350.00}. That amount was not needed in my account until XX/XX/XXXX. At that time I had 10 months in which to repay it!!! 
XXXX AND XXXX is always XXXX!!! Horizontal and VERTICAL columns must ALWAYS match!!! I DO NOT consider ANY of this true and correct because every-time they have recalculated I am owing more and more in shortage!!!!! There is NO EXCUSE for all these DIFFERENT amounts!!!!! 
XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX Freedom acct # XXXX

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