Consumer complaint received 2022-12-09
Company: Freedom Mortgage Company
State: NJ
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
My husband and I moved into a new construction home in XXXX of XXXX. At that time, we were told XXXX of XXXX we would have a escrow analysis and have to make up payments for our property taxes as they wouldn't have the correct amount until the middle of XXXX. At closing, they estimated our taxes could be XXXX. We paid about XXXX at closing for taxes based on that estimate. In XXXX of XXXX, we had a tax appraisal and our taxes were in the XXXX XXXX. I called the mortgage company at that time and they said a refund would happen In XX/XX/XXXX for the overage. 

So XXXX comes. Our mortgage has Changed companies XXXX and is now with freedom mortgage in nj. We got a bill for taxes of XXXX and XXXX of XXXX. I called XX/XX/XXXX the mortgage company sent all the info in and was told they would run an analysis. 
Two weeks later we get a message from them saying our taxes are XXXX and our payment starting in XX/XX/XXXX would be XXXX dollars more. I called and questioned this and they were basing the increase off of all the payments made this year which included adjustments which were a XXXX thing. I contacted my township and reviewed the info with them and they assured me my taxes were still in the XXXX XXXX 
I called the mortgage company back and they said they would fix things. I checked what they paid out of escrow while on the phone with them and noticed they paid the taxes for XXXX and the adjustment for XXXX twice. The representative said they didn't make A mistake And I told them I would call the township. I called the township the next day and they confirmed the mortgage company did overpay. They said they wired the money so returning it requires the mortgage company to call. 
I emailed both the township and mortgage company to share the info. I requested the mortgage company to ask for a refund and give us the money back. 
A few days later the township emails me saying the company called them and told them not to refund it but to keep the money. 
I was upset and called the company who said the township couldn't return the money. I asked them to call the township again and they did and the township wrote a check for refund on XX/XX/XXXX. 
So far we have still seen no money though. They said they got part of the money back and once they get it all we can request it back despite them currently having excess funds and sending nothing and it being their mistake. 
In addition to that the proper mortgage payments and tax lines are still not right and I had the tax collector and assessor write them letters with the correct amount for next year. 
This is all extremely frustrating. The mortgage company had told us we would hear back XXXX and nothing has been sent to us and the monthly payments are still increased when our taxes are less. 
I would like our money back asap especially since it was there mistake and I want the payment amount corrected as we paid them excess in XXXX and XXXX due to them still not figuring it out.

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