Consumer complaint received 2017-12-02
Company: Freedom Mortgage Company
State: IA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Freedom mortgage has mishandled my escrow accounts on two mortgages for the last two years. They paid my insurance premiums twice in the same year on both occasions, received a refund from my insurance company, and failed to credit my escrow account. They then sent me notices that both of my mortgage payments were increasing because of escrow shortages.

When I called Freedom this year, they told me that they had no record of receiving reimbursement from my insurance company for the refund and that I would have to prove it. I then went online and found that my insurance company had in fact refunded Freedom {$2400.00}, but Freedom failed to credit my escrow account. After over an hour and a half on the phone with them, they acknowledged that they had received the refund, but I would have to send the request in writing to have my escrow account corrected and to cancel my escrow account. I sent a letter on XXXX asking for a full an accurate analysis of my escrow accounts since XXXX XXXX, and that they issue a full and accurate refund for both escrow accounts, and cancel both escrow accounts, since this is the second year in a row that they have failed to properly pay my insurance premiums. They have failed to resolve this issue to date. I was initially told it would be resolved by XXXX and XXXX, and then XXXX. During my last conversation with them on XXXX, I spoke to XXXX and her supervisor and I was assured that it would be escalated and they would call me back, before my XXXX increased mortgage payments had to be paid. They told me that they were still researching the issue, and then later the same day, I received a letter in the mail stating one of my escrow accounts was closed, but received no refund for the escrow amount, an accounting for it and no indication of the new payment. XXXX told me that she had no record that the escrow account had been closed and it still showed that I owed the escrow payment and now she could not see that they paid the insurance premium twice, even after they acknowledged it on XXXX. I have not received a return phone call since then, except tonight from their sales team, asking me if I wanted to refinance my loans with them, and I was told that they could not help me with this issue. 

When you speak with anyone at Freedom, they ca n't give out their last name. I have their employee ID # 's. I only got a response from Freedom after I asked to speak to XXXX 's supervisor, when she failed to return my call after more than 3 days. I was told that XXXX was the Vice President of Customer Relations and she would call me back in approximately one hour on XXXX. Instead I received a call from XXXX, who said that XXXX could n't help because she was not even a manager in that department. XXXX could not help me either, and said that she would escalate it back to escrow ( which was the original department who denied receiving the refund on XXXX ) and XXXX said that she would call me back before XXXX and I have heard nothing. I have spoken to XXXX employee XXXX, XXXX employee XXXX, XXXX employee XXXX, and XXXX 's supervisor XXXX who has no id #, along with other people who simply transfer you to someone else. I have spent well over 3 hours dealing with this issue.

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