Consumer complaint received 2022-08-29
Company: Freedom Mortgage Company
State: WI
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
Complaint for lack of paying property Taxes on property XXXX XXXX XXXX, XXXX XXXX XXXX, tax ID # XXXX, to City of XXXX, XXXX XXXX Wisconsin. 

Complaint for failure to calculate the escrow amounts needed monthly. We ended up not having enough saved monthly in escrow account. 

XXXX. We, XXXX XXXX XXXX XXXX, want property taxes paid for XXXX entirely, and any penalty interest to be paid by Freedom Mortgage. If Freedom mortgage fails to pay the balance of property taxes, including any penalties or interest, owed by date : XXXX. We want the Escrow Account Disclosure Statement recalculated to include house insurance and the total property taxes of {$3700.00}. We want this change to be in writing by both parties by no later XX/XX/XXXX XXXX. We do not trust Freedom mortgage to pay our property taxes, and insurance per ss1024.35, ss1024.34 ( a ) and ss 1024.34 ( b ). 
XXXX. Freedom is to send us the balance in Escrow account to us, by date : XXXX. From this date going forward we XXXX XXXX XXXX XXXX, will pay interest and principal only. 
XXXX. Going forward. We, XXXX XXXX XXXX XXXX, to escrow property taxes and home insurance ourselves. We will be responsible for paying this on time ourselves to local municipality. Freedom is responsible to notify City of XXXX, XXXX XXXX, Wisconsin that we will no longer escrow with Freedom mortgage, and that all communication and refunds of overages will be directed to XXXX XXXX XXXX XXXX at XXXX XXXX XXXX, XXXX, Wisconsin, XXXX Statements for Escrow Account disclosure, for XXXX XXXX XXXX have both been calculated wrong which I have disputed but to no avail. The statement does not including the total amount of property taxes owed to XXXX of XXXX, XXXX XXXX, Wisconsin. 

Disputed with Freedom mortgage verbally and through messaging on bank website. 

We are providing documentation as attachments XXXX. Copy of property tax bill for XXXX. 
XXXX. Statement from XXXX  of XXXX, XXXX XXXX, Wisconsin, showing payments paid from XXXX to current XXXX, showing property taxes method of payment, two installments, due XX/XX/XXXX XXXX XX/XX/XXXX. 
XXXX. Copy of messages sent to Freedom mortgages. 
4. List and dates of phone calls to Freedom mortgage, which were taped by Freedom, details of the conversations. 
5. Copy of 2 years of escrow Account Disclosure Statement, show the incorrect calculations. 
XXXX. Monthly mortgage statement from Freedom Mortgage showing property taxes not paid in XX/XX/XXXX. 
Attachments ; Phone list : XX/XX/XXXX, upon receiving the statement from Freedom mortgage, showing the second installment of property taxes {$1900.00} was not paid, I went on the XXXX XXXX website, to see if property taxes were paid. I found they were not paid along with a penalty for XX/XX/XXXX, I called the XXXX XXXX clerks office, to confirm if taxes were paid or not. I wanted to pay the taxes myself as interest was accruing, was advised to contact mortgage company first. Any refunds of over-payments would go back to the mortgage company, not to us directly. 
I called Freedom mortgage, XXXX. This was an automated line, and was on this for 15- 20 minutes before I got to a live person in the Escrow dept for Taxes or insurance. 
I started talking to XXXX, who did not agree that property taxes were not paid. She insisted they were paid in XXXX. I disputed that Freedom only paid half, and that they must have been late, as there was a penalty/interest owed, plus 2nd installment was not paid. 
After being frustrated as she did not appear to listen to my issue, I asked to speak with her supervisor. At which time she put me on hold, and came back few minutes later to tell me everyone was busy, and someone would call me back later in 24 to 48 hours. 

I felt I was being dismissed, and that no one will call me back. I felt this was not acceptable, hung up with XXXX as I felt this was loss cause. She did not believe me, and I do not believe she was looking at the property tax bill, she was looking at a computer spreadsheet, showing numbers. 


I tried calling back XXXX getting a different person in the Escrow tax dept, and she agreed the taxes were not paid, and they needed to look into this. Instructing me not to pay the taxes, that they would even if there was not enough money in escrow to pay it. I accepted I would hear back 24 hours as to conclusion. Went back to work, as I took off work 1 hour, to connect with Freedom mortgage. 

Daily I monitored the bank and the XXXX XXXX website to see if taxes were being paid. 
See my copies of messages : Freedom stating they paid the property taxes and were in contact with XXXX XXXX and we were now current. 

I went on website, no sign of payment. I called XXXX XXXX, to see if they received payment, assuming website not updated. They had not received payment, nor did anyone contact them from Freedom mortgage. 

At this point I felt Freedom mortgage was neglecting their responsibility and were not telling me the truth of the status of resolving 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