Consumer complaint received 2019-03-14
Company: Freedom Mortgage Company
State: WA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Just after creating the loan in XX/XX/2018, I paid my home insurance premium to my insurer ( XXXX ), despite the fact that wed arranged to have that paid via escrow. Having received double payment for the premium, XXXX made a refund, in this case to Freedom Mortgage. As a result, Freedom mortgage only collected my payment to escrow for insurance, but DID NOT expend a payment for premium from escrow. There is, therefore, an overage in my escrow account that I would like refunded. However, Ive been unable to secure this, or even get a copy of a relevant escrow analysis. 

On XX/XX/XXXX, at XXXX XXXX PST I spoke to XXXX XXXX She acknowledged the situation, recognized the overpayment, told me that an escrow analysis would be complete by XX/XX/XXXX and told me I could expect a check for the overage by XX/XX/XXXX. 

On XX/XX/XXXX, at XXXX XXXX PST I spoke to XXXX XXXX. She said that the analysis was in progress, and that it would take five days to complete. When I asked to speak to a supervisor, she said theyll just tell you the same thing Im telling you. She further told me that company policy was to perform an analysis only after 90 days. When I explained that we were past the 90 days since assuming the loan on XX/XX/XXXX, she demurred. When I asked to be informed when the analysis was complete, she said that shed put in a supervisor ticket. I never received any notification of further action. I believe that she was intentionally misleading, and was certainly rude and unhelpful. 

On XX/XX/XXXX, at XXXX XXXX PST I spoke to XXXX XXXX. He tried to convince me that there had not, in fact, been an overpayment, although his reasoning was flimsy and his communication vague and imprecise. I found his obfuscation disrespectful and irritating and so asked to speak to a supervisor. XXXX handed me off to XXXX. XXXX told me that I needed to wait till 90 days after the assumption of the loan in order to receive the analysis. She apologized for the misinformation provided by here colleagues. She told me that I could expect an analysis, which would clarify whether or not there really had been an overpayment, by XX/XX/XXXX. 

On XX/XX/XXXX, at XXXX XXXX  PST I spoke to XXXX XXXX. She told me that despite what Id been told earlier, that I should not expect an escrow analysis till XXXX, since that was state law. When I asked for an exception, she said that was impossible. She handed me off to XXXX XXXX. XXXX reiterated many of the obfuscations that XXXX had, but added that Freedom Mortgage wanted to retain any potential overpayment in case that actual tax bill or insurance premium had increased. He asked me if anyone had offered me any other means for obtaining an escrow analysis. I found this pretty infuriating since I thought it should be pretty clear that an analysis was the exact thing I was looking for. He directed me to write this email. 

I didnt enter in a contract with Freedom Mortgage. Given the series of gaffs, untruths, and obfuscations that Ive been subjected to, I am angry that I am forced to do business with Freedom Mortgage. Seeing the pattern of deception, I believe that Freedom Mortgage systemically attempts to sequester funds, from customers, for their own use and benefit. When XXXX verified me on XX/XX/XXXX she asked me if I was planning on buying a home in the near future ( I am actually ). I nearly laughed. Given my experience, would you do business with 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