Consumer complaint received 2018-05-10
Company: Freedom Mortgage Company
State: TX
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
The home was refinanced by Freedom Mortgage in XX/XX/XXXX for a lower interest rate, which lowered the total monthly payment. All of XXXX the monthly payment stayed the same. In XXXX XXXX Freedom Mortgage sent a letter stating the escrow had a {$2900.00} shortage. A payment of {$2900.00} was needed or a new monthly payment of {$1600.00} would be required. I noticed the property taxes had increased drastically through the 3 years of living at the property. I had filled for a homestead exemption which was retroactive for XXXX and XXXX property tax 's paid. The refund amount for XXXX was {$380.00} and XXXX was {$510.00}. I had sent Freedom Mortgage the information about my homestead exemption on XX/XX/XXXX. Freedom Mortgage was also notified on the same date of the overage that was paid for the 2 prior years. They told me a ticket was made to refund me my overages and a reanalysis of my escrow account. Freedom Mortgage notified me I would receive my refund in 3-4 weeks and reanalysis was being processed. I would call back at least 1-2 times in a week to inquire about my new mortgage payment due to the reanalysis. Every time I called I was told to call back in a few days due to the reanalysis was incomplete. Freedom Mortgage operators stated to wait for reanalysis due to the increased payment that had gone into effect. The payment could be made in a few days once the reanalysis was completed. During this time I was receiving late remarks on my credit report, letters of delinquency, and letters on my front door of delinquencies. I made a payment XX/XX/XXXX due to all of the negative information. On XX/XX/XXXX Freedom Mortgage notified me that the 2 tax refunds were not being sent back to me. This was the first I had about not getting the tax overages I had already paid the 2 prior years. On XX/XX/XXXX Freedom Mortgage had placed a ticket for a mortgage reanalysis. I was furious because I had been asking for this to be done since the last week of XX/XX/XXXX. Freedom Mortgage once again asked me to call back on XX/XX/XXXX for the reanalysis to be completed. I called back today ( XX/XX/XXXX ) with Freedom Mortgage having no answers. I asked to speak with a supervisor and was told I should expect a call within 48 hours. I received a letter ( XX/XX/XXXX ) stating Freedom Mortgage needed an additional 15 business days to complete reanalysis. My request was sent on XX/XX/XXXX with proper documentation for reanalysis. It has now been 31 business days since first request and know won't be completed until XX/XX/XXXX ( total 42 business days for reanalysis ). On XX/XX/XXXX Freedom Mortgage operator notified me that she was not responsible for what the other operators had stated to me during the last 31 business days prior. In total I have received 3 different statements ( all 3 are different ) about my escrow. Its hard to understand how on XX/XX/XXXX the ticket was submitted for the escrow reanalysis. There seems to be no business integrity with Freedom Mortgage and their clients. Freedom Mortgage has been in this business for years and this issue shouldn't happen with me or anyone else. I should not have to literally pay the price due to a company with the years and knowledge of Freedom Mortgage.

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