Consumer complaint received 2018-03-21
Company: Freedom Mortgage Company
State: NH
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
We are having trouble with Freedom Mortgage Company making payment for our property taxes from our escrow account. On XX/XX/XXXX, I contacted freedom mortgage through email asking for our taxes to be paid and for a response about why they had not been paid. I received a response to add a loan number for clarification. On XX/XX/XXXX, I emailed again providing our loan number for clarification, and another request for taxes to be paid. At that time, I again mentioned that our taxes were late and had not been paid. I still received no response. The only response that I received was an automated response form letter that said I should hear back soon. On XX/XX/XXXX, I received a certified letter from the City of XXXX warning that our property taxes would be sent to tax lien on XX/XX/XXXX. I immediately called Freedom Mortgage to ask why the taxes had not been paid. At this time, I spoke to a woman named XXXX who said she would open a new ticket. She could see that I had a ticket already submitted but that nothing had been done on it. I submitted the new ticket and added all documentation. After waiting 24 hours, I decided to check in on the status of my request. This time, I spoke with a man named XXXX. I told XXXX my situation and he told me that he could not see any of the documents I had sent. He said they must not have been uploaded yet to the Freedom Mortgage site from my emails. I immediately asked to speak to a supervisor, and I was told that I was not able to speak with a supervisor, rather, that he could solve my problem. After outlining my problem, and asking for my taxes to be paid from my escrow account, I was told that he can not guarantee anything but he would put in a ticket. I then asked to speak to the tax department, and was told that the tax department does not have a phone number. He told me he could not transfer me to them either, as there is no direct line. He continued to say that I was speaking to the right person. I asked him to talk to his supervisor and was not given access. He then spoke with his supervisor, as I requested to get my ticket expedited, as our property will go to tax lien in less than a month. I was told that there is no such thing as expediting a ticket. After complaining many times and threatening to go to both HUD and the XXXX XXXX XXXX, I was told that they may be able to give me an answer by next Tuesday but they could make no promises. It was at this time that I decided to issue a complaint with XXXX XXXX. At no time, has anyone apologized for these issues or non-payment of my taxes. I have also received no explanation as to why they were not paid. I was told that {$10.00} was paid on XX/XX/XXXX. The City of XXXX has no record of this payment. The total amount in our escrow account is almost 3 times the amount due in taxes, yet Freedom Mortgage can not make payment or provide any answers.

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